1、Gold Passport Operations Manual HYATT INTERNATIONAL HOTELSMarketing DepartmentGold Passport 2005 Hyatt International Corporation and its subsidiaries. Information contained herein is confidential and proprietary to Hyatt International Corporation and its subsidiaries.ContentsSingle-click on one of t
2、he topics to go directly to that topic.Hyatt Gold Passport Programme StructureGold Passport PointsFrequent Flyer Miles and Hyatt Travel PartnersFront Desk Manual Voucher SystemFront Desk HyAdvantage and Maxial HotelsFront Desk Fidelio HotelsGold Passport Programme Awards OverviewAccounting OverviewC
3、omplete Programme Terms and ConditionsGold Passport Directory Hyatt Gold Passport Programme Structure Hyatt Gold Passport Programme StructureOverviewGold Passport is Hyatts worldwide frequent traveler Programme, and it exists for the benefit of Hyatt hotels throughout the world. While promoting the
4、Hyatt brand, the Gold Passport programme enables Hyatt to identify, communicate with, and establish long-term loyal relationships with qualified frequent travelers. Membership in the Programme is complimentary and is available to all individuals excluding employees of Hyatt Hotels Corporation, Hyatt
5、 International Corporation, or Hyatt Corporation or any of its affiliates or subsidiaries. Membership is not available to couples, families, corporations, associations or groups. Individuals may enroll in the Gold Passport Programme by mail, fax, telephone, “on-line” (Internet), or at any Hyatt prop
6、erty worldwide. Upon enrollment, Gold Passport members are mailed a membership card with their personal Gold Passport number. Members are entitled to special amenities, benefits and services whenever they stay at Hyatt hotels or resorts worldwide. To insure that they receive these benefits, Gold Pas
7、sport members are instructed to provide their Gold Passport number when making reservations and at check-in. In conjunction with their stay, Gold Passport members have the opportunity to earn either Gold Passport points or airline partner bonus miles (if they are enrolled in a Hyatt airline partner
8、frequent flyer Programme). When choosing to earn points, members will earn 5 points for each eligible dollar charged to their room. Members also have the opportunity to earn 300 Gold Passport bonus points when they utilise participating Gold Passport travel partners (airlines in conjunction with Hya
9、tt stay). Gold Passport points may be redeemed for valuable hotel and travel partner awards. When choosing miles for their stay, it is still important that Gold Passport members are instructed to provide their Gold Passport account number, along with their airline frequent flyer number, so they rece
10、ive Gold Passport services and stay credit towards elevated tier qualification or any on-going promotions.Three Levels of Membership Hyatt Gold Passport offers three levels of membership: Gold, Platinum and Diamond. Gold level membership does not expire. However, Hyatt may choose to close a Gold mem
11、bers account who does not record a Gold Passport stay in a 12 month period. Members who record at least 5 stays or 15 nights in a calendar year are automatically awarded Platinum status. Platinum membership provides additional benefits, including the opportunity to earn a 15% point bonus when choosi
12、ng points on a stay. Members who record at least 25 stays or 50 nights in a calendar year are automatically awarded Diamond status. Diamond membership provides even more benefits, including a 30% point bonus when choosing points on a stay. Qualifying members are sent a special Platinum or Diamond ca
13、rd when they achieve the appropriate number of stays or nights. Platinum and Diamond cards carry an annual expiration date, and members must re-qualify for these premium levels each calendar year. Platinum and Diamond members who do not re-qualify for their current status are downgraded one tier lev
14、el (Diamond to Platinum, or Platinum to Gold). Gold level members receive activity statements every two months during periods which they record activity. Platinum members receive activity statements every month during periods in which they record stays. Diamond members will receive a statement every
15、 month regardless of their activity. The Gold Passport statements provide members with a summary of their point activity, Avs news and special offers from Hyatt and our travel partners.The Point System Gold Passport points are awarded based on eligible charges billed to a members room account during
16、 each stay as a registered guest at a Hyatt Hotel or Resort. As a general rule, charges for services provided by the hotel qualify as “eligible charges.” For stays at Hyatt International properties, points are based on local currency converted to U.S. dollars based on the exchange rates quoted in th
17、at weeks Monday edition of The Wall Street Journal. Gold Passport members earn 5 Gold Passport points per eligible U.S. dollar charged to their room for which they personally pay.Point GuidelinesRegistered Guests OnlyUnless specifically stated as part of a promotion or special offer, a Gold Passport
18、 member must be a registered guest of the hotel at the time charges are incurred. Charges must appear on the folio to be eligible for Gold Passport points.Multiple RoomsA Gold Passport member may earn points for up to three rooms, if they are paying an Eligible Rate and the rooms are paid for by the
19、 member at time of check-out.Shared AccommodationsGold Passport members sharing accommodations may earn points on the portion of the bill they personally pay if a divided bill is requested at check-in.Master Account ChargesGold Passport Members may earn points for their individual room rate and elig
20、ible charges when attending a meeting or convention, as long as the charges are paid by the individual or direct billed to the individuals company. Points will not be given for charges billed to a Master Account.Eligible Rates Any hotel published room rate except airline employee, travel agent indus
21、try, inter-company or Hyatt employee discount, permanent contract and hotel contract rates. Eligible Rates include:Published or Regular Rate: A rate available to anyone on request, including Regency Club, corporate and weekend ratesConvention or Group Rate: A rate offered to the attendees of a group
22、 or convention meeting at a hotelPreferred Rate: A rate extended to travel consortiaSenior Citizen Rate: A rate extended to Senior CitizensGovernment Rate: A rate available to government employeesWholesale and Hotel Package Rate: The rate itself is not illegible for points but a Gold Passport member
23、 can receive 500 bonus points per night in lieu of the points for the value of the package.Eligible Charges Most charges during a guests stay may be counted towards Gold Passport points, including the following eligible charges:Food and beverage (including room service)Laundry and valet (if operated
24、 by the hotel)Parking charges (if operated by the hotel)Business services (if operated by the hotel)Recreation services (if operated by the hotel)Telephone chargesIneligible RatesTravel Industry Rate: Special rate available to members of the travel industry (e.g., travel agent discount, airline crew
25、 rates)Volume Rate*: Special rate contracted by a company due to their frequency of useContracted Rate: Special rate contracted by a company for a block of rooms over an extended period of time (e.g., contracted rates for airline crew members)Tour Rate: Lump sum paid to a travel agent by guest*Some
26、volume rates are negotiated as Eligible Rates for earning Gold Passport points.Ineligible ChargesIn-room moviesAll taxesServices provided by outside contractors (such as an independent audio-visual service)Banquet chargesMeeting or function room chargesCasino chargesAirline interrupted trip vouchers
27、 (distressed passengers)Gift shop or retail shop purchases (where shops are not owned by Hyatt)Charges billed to Master AccountsRental on privately owned accommodations at certain resort propertiesResort and hotel advance deposits A good rule of thumb is any service provided by an outside vendor is
28、probably not eligible for Gold Passport points.Tier Levels of Gold Passport MembershipGold: 1-4 Hyatt Stays during a Calendar Year All members enroll in the Programme at the Gold level, entitling them to exclusive Gold Passport recognition components during every Hyatt stay. Members receive a Gold P
29、assport card bearing their personal Gold Passport identification number. Generally, Gold level memberships do not expire. The date on the face of the card is the members date of enrollment. However, Hyatt reserves the right to close a members Gold Passport account if the member does not record at le
30、ast one stay during a 12 month period. Should an account be closed, all points accumulated will be forfeited at that time.Platinum: Special Recognition for 5 Hyatt Stays or 15 Nights during a Calendar Year Platinum membership is reserved for those Gold Passport members who record a minimum of 5 sepa
31、rate Hyatt stays or 15 nights during a calendar year. Platinum members automatically receive a distinctive Platinum card bearing their existing Gold Passport account number and the date their current Platinum status will expire. Platinum memberships are valid for the year in which the member qualifi
32、es, all of the following year and through February of the third year. Members who do not again record at least 5 separate stays or 15 nights before the expiration date will revert to Gold status.Diamond: Our Most Frequent Guest with 25 Hyatt Stays or 50 Nights during a Calendar Year Diamond membersh
33、ip is reserved for those members who record at least 25 separate Hyatt stays or 50 nights during a calendar year. These frequent guests are among our most valued customers. They deserve recognition and our finest personalised service. Diamond members automatically receive a distinctive Diamond card
34、bearing their existing Gold Passport account number and the date their current Diamond Status will expire. Diamond memberships are valid for the year in which the member qualifies, all of the following year and through February of the third year. Members who do not again record at least 25 separate
35、stays or 50 nights before the expiration date will simply revert to Platinum status.Courtesy Card: By Invitation of President of HHC or HIC Courtesy Card members are also Gold Passport Members. Courtesy Cards are distributed to an elite group of Hyatt guests only by invitation from the president of
36、Hyatt Hotels Corporation or Hyatt International Corporation. These members are recognised leaders in their respective fields and receive the very best that Hyatt has to offer. Identified by their distinctive green card, Courtesy Card holders add to Hyatts prestige whenever they include our hotels or
37、 resorts in their travel itinerary. Memberships are renewed annually domestically and every two years internationally based on the recommendations of the President of Hyatt Hotels Corporation or Hyatt International Corporation.Exclusive Gold Passport Benefits and ServicesEvery Gold Passport Membersh
38、ip Level and Courtesy Card holder receives these special Programme Benefits: Membership BenefitsChoice of Gold Passport points or airline miles/credit on every stayGold Passport member receives 5 Gold Passport points for every eligible dollar spent and charged to their room. Airline miles/credit var
39、ies by carrier.Private reservation line and priority waitlist (US only)1-800-CHECK-IN to check in and obtain your room number as early as noon local hotel time on the day of arrival (US only)Members only express check-inComplimentary morning newspaper and choice of morning coffee or teaUse of Hyatt
40、Fitness Centers where availableUS $250 cheque-cashing privileges during their stay (subject to local conditions)Late check-out subject to availability, upon requestAward options such as point combining and point purchasingOffers throughout the year from Hyatt and our Travel PartnersUp to date accoun
41、t information at Exclusive Gold Passport Benefits and Services for Top Tier MembersPlatinum Members Enjoy All Gold Passport Services And Benefits, plus:15% point bonus on Gold Passport base points earned on each stay when base points are chosenPrivate Platinum reservation and account information num
42、ber in the Continental United States and Canada: 1-800-492-8891 or nearest worldwide reservation centrePlatinum extras certificate after every 3rd stay recorded in a a calendar year. Certificates consist of either a Regency Club/Business Plan upgrade (Business Plan valid in U.S. only), or an Amenity
43、 and Service Certificate valid for one of the following options:-Complimentary Amenity-USD $10 Laundry Valet Service credit-USD $10 Food & Beverage creditClick here for tracking procedures and samples1-800 CHECK-IN - Members can recieve their room number and confirm a room upgrade, if available, by
44、telephone as early as 9:00 a.m., local hotel time on the day of arrival (This service is only available in the U.S. and Canada).The option to transfer awards. Platinum members may transfer awards to friends or family membersReceive statements every month if stay or bonus activity has been recordedDi
45、amond Members Enjoy All Gold Passport Services And Benefits, plus:30% point bonus on Gold Passport base points earned on each stay, when base points are chosenAn upgrade to Regency Club on every stay or next best available guest room for a maximum of three consecutive nights based upon availability
46、at check-in when paying a qualifying rateAccess to Regency Club lounge, when a Regency Club Room is not available (restrictions apply)Welcome amenityExclusive Diamond reservation and account information number in the Continental United States and Canada: 1-800-400-2261or nearest reservation centreCh
47、eque cashing of up to US$500 per stay with proper credit authorisation (subject to local banking restrictions at locations outside the United States)The option to transfer awards. Diamond members may transfer awards to friends or family membersReceive statements every month if stay or bonus activity
48、 has been recordedCourtesy Card Members Enjoy All Gold Passport Services And Benefits, Plus:Guaranteed best available room at time of check-in even without a reservation regardless of the hotels sold out status30% point bonus on Gold Passport base points earned on each stay when base points are chosenSpecial VIP welcome and amenity. The Front Office Manager should welcome and reg
