1、HYATT REGENCY DONGGUANFRONT DESK OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Credit Over List CheckEffective Date:01 June 2006Revised Date:NilApplicable :All StaffForms to use:NilRefer to :How to leave messages for guest with insufficient creditPurposeThe purpose of this policy is to e
2、nsure that all in-house guests are guaranteed by either a credit card or with sufficient cash to cover the expenses for the entire stay.PolicyIt is the policy of Hyatt Regency Dongguan to require all guests checking into the hotel to provide some form of credit facilities as a guarantee for their ex
3、penses to cover the entire stay.ProceduresCredit facilities can be valid credit cards, cash deposit, foreign cash deposit, travelers cheques or pre-approved local cheques.It is the responsibility of the Guest Services Officer who checked in the guest to obtain such form of deposit. The afternoon Tea
4、m Leader it required to print an Approved Limit Exceeded sometime in the early evening to carefully review the report.The Team Leader should look out for zero approval amounts and the billing instructions.Rooms with exceeded amount are to be highlighted when found.The “pay for”, “pay by” when stated
5、 in the billing request must be re-checked for accurate information input.The zero approval code must be rectified immediately by processing through the BMP.A message to ask guest to contact the Front Desk must be written should the deposit fails to match with the current or projected expenses throu
6、ghout the stay.The Team Leader must follow up and monitor the entire process until the deposit is collected duly.After completion, this report must be filed in our Black Ring File daily in case reference is required in the future date.The Team Leader who performed the task has to print and signed th
7、e name on the list.At some point, the GSO is required to deactivate the keycard access for guest should the hotel fails to contact with the guests. This will enable the hotel to pursue payment politely with the guest when they return to the reception to seek for assistance.Prepared byJames FanDate01 Jun 2006Approved byDate Page 2
