1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Guest RequestsEffective Date:01 June 2006Revised Date:NilApplicable :All StaffForms to use:NilRefers to :NilPurposeThe purpose of this policy is to ensure that all guest requests are followed up in the short
2、est possible time, if not immediately. Procedures1. All guest requests must be followed up immediately. 2. Should the requests be directed towards the Guest Services Centre, the Communication Key System must be utilized.3. Should the requests be directed towards the Reception and Concierge counters
3、that involve amenities deliveries, Housekeeping items or repair and maintenance pertaining to the Engineering Department, the calls should be taken note of. Thereafter, relay the information to Guest Services Centre for the Communication Key System to follow up.4. Respective departments are to follo
4、w up the requests directly if the requests made can be solved in their respective departments. It is therefore not necessary to transfer the information to Guest Services Centre. 5. Use the Concierge Follow up Log if necessary to log down all follow ups.6. Use of the Trace function in “Opera” to fol
5、low up, if needed.7. Each department has specific staff assigned to follow up the trace function daily.8. The Assistant Managers must spot check the traces and follow up daily to ensure all follow up are done accurately and promptly.9. Whenever possible, all requests are to be completed during the s
6、hift that the requests were received. If this is not possible, this will be passed during the hand over to the next shift for completion.10. All requests are to be handled and completed by the end of the day. If it is not possible due to external business hours, the request is to be highlighted and completed first thing during the following day.11. At all times the guest should be informed of the status of their request either via a telephone call or via a message.Prepared byJames FanDate01 Jun 2006Approved byDate Page 2
