1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Guest Message Effective Date:01 June 2006Revised Date:NilApplicable :All StaffForms to use:NilRefers to :NilPurposeThe purpose of this policy is to avoid inconvenience to the caller in contacting the hotel g
2、uests who are not reachable temporarily.PolicyIt is the policy of Hyatt Regency Dongguan that all messages are conveyed to our guests accurately without fail. Procedures1. Messages must be taken only if the receiver of the message is for an in-house or arriving guest. In case the client and the rece
3、iver of the message are not in-house guest, make sure to ask their contact telephone number or address.2. Input message into “Opera” message function or hand write if the message is in Chinese.3. Always write neatly when writing Chinese messages.4. Repeat the message to the caller to check for accur
4、acy.5. Print the message to be delivered to the guests room.6. The message light in the guest room will be turned on to telephone that there is a message waiting for the guest. Once the guest has received the message, the Reception, Guest Services Centre Operators should turn off the message light.7
5、. If the guest is holding a reservation and is due to arrive, the message should be kept with the registration card / reservation form and handed to the guest upon arrival.8. For the callers who would like to leave a VOICE MAIL for an in-house guest, the calls may be forwarded directly to the guest room. If the guest is not in-house, direct the caller to the Guest Services Centre for assistance.9. A duplicated copy is to be filed and delivered to the room immediately. This must be recorded on the Baggage Control Movement Sheet.Prepared byJames FanDate01 Jun 2006Approved byDate Page 2
