1、HYATT REGENCY DONGGUANFRONT OFFICE RECEPTION OPERATIONS MANUALGENERAL POLICIES AND PROCEDURESPolicy Name:Reservations involving multiple rates during one stayEffective Date:01 June 2006Revised Date:NilApplicable:Reservations and Front Office StaffForms to use:NilRefers to:NilPurposeThe purpose of th
2、is policy is to ensure that appropriate procedures are being followed to handle the reservation with 2 or multiple different rates during one stay in a professional manner and in accordance to the standards of yield management.PolicyIt is the policy of Hyatt Regency Dongguan to track and capture pro
3、per guest data by ensuring that the stay and rate is properly recorded and advised to the guest.ProceduresReservation1. Reservation GSO should leave a trace in the bookings to remind Front Office GSO on the follow-up of room rate changes for different dates. Front Office1. The night shift GSO should
4、 prepare the registration card and update room rates by neatly writing the different rates in different dates on room rate column of registration card and hotel passport. For example, Dec1-2/RMB 668; Dec 2-3/RMB 7882. On day of arrival, GSO should advise guest of different room rates at check in. On
5、 actual day, action trace to change rate and rate code3. Verify the room rate with reservation trace before confirming with guest.4. Explain the rate change in different dates of period with guest whilst circling the rates.5. Seek guest signature at the circled room rates area.Prepared by James FanDate 01 Jun 2006Approved by _Date _ Page 2
