1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Etiquette at the Front OfficeEffective Date:01 June 2006Revised Date:NilApplicable :All Guest Contact StaffForms to use:NilRefers to :NilPurposeThe purpose of this policy is to ensure all guest contact staff
2、 behave professionally and respectably not only to the guests but also to themselves and their colleagues. This display of professionalism will ensure that Hyatt Regency Dongguan be well known for its own unique brand contact.Policy1. They should carry themselves in a manner that does not jeopardise
3、 their work ethics and the department and hotels reputation. 2. Topics that are not to be discussed in the presence of hotel guests and clients:- Politics- Religion- Family affairs and Relationship- Personal affairs and conversation of intimate nature- Hotels internal policies and procedures and sta
4、ffs welfare- Supernatural beliefs3. When on duty in a public area within the hotels premises, staff must ensure they :- Always in their proper uniform with correct Identity badge- Conduct themselves in a professional and respectable manner- Stand in an upright posture with hands behind the back when
5、 not serving Guests. - No raising of voices or arguing with guests, causing commotion and disturbing the peace- Do not horseplay - Do not use Guests elevator unless escorting Guests. Use the Stairs if it is for 3 levels down or 2 level up.- Usher guests into the elevator first and assist them with p
6、ushing the lift buttons.- Do not gather in groups of more than two.- Do not chew gum.- Do not smoke while on duty except in designated area during meal breaks and do not smoke with jacket on.- Do not wriggle arms, legs or drum fingers at the counter.- Do not lean against walls or counter, slam drawe
7、rs or throw things around.- Do not read magazines, newspapers or books.- Do not sleep while on duty.- Do not keep or take property not belonging to you personally.- Do not invite friends or relatives into any area of the hotel.- Do not make unimportant and long personal phone calls. - Do not carry h
8、and phone and pager, must be on silent mode. - Do not utilize hotel guest facilities.- Do not sit at any time in areas designated for guest.- Do not loiter around public area i.e. Lobby, lift landing, guests floors- Do not bring food into work area.- Do not manicure nails, pick teeth, nose, comb or
9、flick hair. - Do not register anger or impatience towards colleagues and guests.- Assist guests by personally showing them to their required location, when time and manning permit and duty calls for.- Smile and acknowledge every guest that passes your way by using proper greetings.4. Staff is not al
10、lowed to socialize and be seen in public areas (i.e. restaurants, pubs, theatres, parks etc) with hotel guests, outside of their working hours.5. Staff is not allowed to loiter around hotels public area after off duty hours.6. Be on the lookout for undesirable characters and report these sightings t
11、o security.7. Be on the lookout for guests who need direction or assistance in the Public Area.8. Extend assistance to all colleagues for the general objective of increasing speed and efficiency in servicing guests e.g. Cashier assisting with luggage movement, bellman assisting in room inspection, checking in etc.9. Consistently exceed guests expectation by always thinking one step ahead of them and delivering the service even before they could ask for it.Prepared byJames FanDate01 Jun 2006Approved byDatePage 3
