1、HYATT REGENCY DONGGUANFRONT OFFICE RECEPTION OPERATIONS MANUALGENERAL POLICIES AND PROCEDURESPolicy Name:Handling Multiple Reservations involving Gold Passport Complimentary Award StayEffective Date:01June 2006Revised Date:NilApplicable:Reservations and Front Office StaffForms to use:NilRefers to:Ni
2、lPurposeThe purpose of this policy is to ensure that appropriate procedures are being followed to handle the reservation with Gold Passport Complimentary Award in an accurate manner and in accordance to the standards of hotel accounting.PolicyIt is the policy of Hyatt Regency Dongguan to provide Com
3、plimentary Gold Passport Award stays and to ensure the record is properly executed and kept for audit billing purpose. ProceduresScenarioGuest stays in hotel for 3 nights. The first night is under Gold Passport award complimentary rate. The other 2 nights are under hotel regular/promotion rate. The
4、booking should be correctly handled in terms of making reservation, check-in, checkout, rate, and date changes.Reservations1. In RESERVE, there should be 2 separate bookings under guest name with different arrival/departure date and room rate. One bookings room rate is GP award rate.2. The 2nd booki
5、ngs room rate is hotel paying rate. Billing instructions must be entered in both reservations to alert the Front Desk team of the arrangement.Front Office1. Upon check-in, GSO should explain to guest that the first nights rate is complimentary which is redeemed from his/her Gold Passport points, and
6、 the 2nd /3rd nights room rate will be changed to hotel paying rate.2. Program the room key for the entire three night stays for the guest.3. The GSO or Team Leader should extend stay and change room rate. Check-in and check-out 2nd reservation with the same room number. This is to ensure the paying
7、 room does not run into no-show and is properly tracked.4. Transfer the incidental charges, if any, from the first reservation to the second reservation.5. Copy the credit card information including approval codes to the second check in folio screen and attach the credit card slip to the second check in RC.Prepared by James FanDate 01 Jun 2006Approved by Date Page 2
