1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESFRONT OFFICEINDEXFO-001General Rules & RegulationsFO-002Attendance & Reporting for DutyFO-003Shift Departmental Meetings & BriefingsFO-004Work SchedulesFO-005Sick LeavesFO-006Confidentiality of Guest informationFO-007Gu
2、est SecurityFO-008Log BookFO-009Departmental CommunicationFO-010Etiquette at the Front OfficeFO-011Collection of Guest data on arrivalFO-012Guest RegistrationFO-013Escorting GuestsFO-014Guest MessageFO-015Limousine BookingsFO-016Guest RequestsFO-017Extension of stayFO-018Courtesy Card HoldersFO-019R
3、oom Change due to Upgrade and UpsellFO-020Check-in and check-outFO-021Hotel System AccessFO-022Rooming of FIT GuestFO-023Hotel PassportFO-024VIP Check in with Arrival flight n LimoFO-025Folio MaintenanceFO-026Important Telephone NumbersFO-027Housekeeping Discrepancy ReportFO-028Day Use Rooms & Early
4、 Check InFO-029Late Charge for Minibar & Missing ItemsFO-030Expected DeparturesFO-031Front Office Safe Deposit BoxFO-032Room Safe Deposit BoxFO-033Staff Safe Deposit BoxFO-034Unusual Guest Requests & ErrandsFO-035Entitlement DGP & CC holdersFO-036Welcome CardsFO-037Complimentary & House Use RoomFO-0
5、38Wake-up CallsFO-039Incoming Fax - For Arriving GuestFO-040Incoming Fax-For In-House GuestsFO-041Handling Multiple Reservations involving Gold Passport Complimentary Award StayFO-042Reservation involving multiple rates during one stayFO-043Night Audit DistributionFO-044Daily Rom AvailabilityFO-045P
6、rocess Interim Payment for Long Stay GuestFO-046CashieringFO-047Express Check OutFO-048Overbooked & Walking a GuestFO-049Miscellaneous ChargesFO-050Regency Club EntitlementsFO-051Handling Long Staying GuestFO-052Credit Over List CheckFO-053Remittance for Safe DropFO-054Cashier FloatFO-055System Fail
7、ureFO-056UpsellingFO-057PSB Registration TransmissionFO-058Allocation of RoomsFO-059Floor ClosureFO-060Lost & Found ProceduresFO-061Incident Report - Insurer PerspectiveFO-062Room Amenities ManagementFO-063Payment & BillingsFO-064Handling Medical EmergencyFO-065Deceased HandlingFO-066Outside Food De
8、liveryFO-067Assistant ManagerFO-068Foreign ExchangeFO-069Guest Room Key ControlFO-070Guaranteed No ShowFO-071Security Escort on Cash ConveyanceFO-072Deposit for Rooms or BanquetFO-073Check outFO-074Cheque AcceptanceFO-075Recurring ChargesFO-076Rebates & AllowancesFO-077Cash PaidoutsFO-078Credit Card
9、 PaidoutsFO-079Qualifying Rates at Check InFO-080Checking the Bill accuracy for VIPFO-081Presenting of Guest Folio at check outFO-082Credit Card verification and floor limitsFO-083Settlement by CashFO-084Settlement by Credit CardFO-085Settlement by City LedgerFO-086Cashier End of Shift ReportFO-087Handling ComplaintsFO-088Group HandlingFO-089Opera On Line BackupFO-090HWEB BookingsFO-091Master Key ControlPage 3
