1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESFRONT OFFICEINDEXRELATED DEPTFO-001General Rules & RegulationsFO-002Attendance & Reporting for DutyFO-003Shift Departmental Meetings & BriefingsFO-004Work SchedulesFO-005Sick LeavesFO-006Confidentiality of Guest informa
2、tionFO-007Guest SecurityFO-008Log BookFO-009Departmental CommunicationFO-010Etiquette at the Front OfficeFO-011Collection of Guest data on arrivalFO-012Guest RegistrationFO-013Escorting GuestsFO-014Guest MessageFO-015Limousine BookingsFO-016Guest RequestsFO-017Extension of stayFO-018Courtesy Card Ho
3、ldersSalesFO-019Room Change due to Upgrade and UpsellSalesFO-020Check-in and check-outFO-021Hotel System AccessFO-022Rooming of FIT GuestFO-023Hotel PassportFO-024VIP Check in with Arrival flight n LimoFO-025Folio MaintenanceFO-026Important Telephone NumbersFO-027Housekeeping Discrepancy ReportHskpF
4、O-028Day Use Rooms & Early Check InReservationsFO-029Late Charge for Minibar & Missing ItemsFinanceFO-030Expected DeparturesFO-031Front Office Safe Deposit BoxFinanceFO-032Room Safe Deposit BoxSecurityFO-033Staff Safe Deposit BoxFO-034Unusual Guest Requests & ErrandsFO-035Entitlement DGP & CC holder
5、sSalesFO-036Welcome CardsGM OfficeFO-037Complimentary & House Use RoomGM / FINFO-038Wake-up CallsFO-039Incoming Fax - For Arriving GuestFO-040Incoming Fax-For In-House GuestsFO-041Handling Multiple Reservations involving Gold Passport Complimentary Award StayFO-042Reservation involving multiple rate
6、s during one stayReservationsFO-043Night Audit DistributionFO-044Daily Rom AvailabilityFO-045Process Interim Payment for Long Stay GuestFinanceFO-046CashieringFO-047Express Check OutFO-048Overbooked & Walking a GuestFinanceFO-049Miscellaneous ChargesFO-050Regency Club EntitlementsFO-051Handling Long
7、 Staying GuestSalesFO-052Credit Over List CheckFinanceFO-053Remittance for Safe DropFinanceFO-054Cashier FloatFinanceFO-055System FailureFO-056UpsellingFinanceFO-057PSB Registration TransmissionFO-058Allocation of RoomsFO-059Floor ClosureFO-060Lost & Found ProceduresFO-061Incident Report - Insurer P
8、erspectiveFO-062Room Amenities ManagementRoom SvcFO-063Payment & BillingsFinanceFO-064Handling Medical EmergencyFO-065Deceased HandlingFO-066Outside Food DeliveryFO-067Assistant ManagerFO-068Foreign ExchangeFinanceFO-069Guest Room Key ControlFO-070Guaranteed No ShowRsvn/FINFO-071Security Escort on C
9、ash ConveyanceSecurityFO-072Deposit for Rooms or BanquetFO-073Check outFO-074Cheque AcceptanceFinanceFO-075Recurring ChargesFO-076Rebates & AllowancesFinanceFO-077Cash PaidoutsFinanceFO-078Credit Card PaidoutsFinanceFO-079Qualifying Rates at Check InFO-080Checking the Bill accuracy for VIPFO-081Presenting of Guest Folio at check outFO-082Credit Card verification and floor limitsFinanceFO-083Settlement by CashFO-084Settlement by Credit CardFO-085Settlement by City LedgerFO-086Cashier End of Shift ReportFO-087Handling ComplaintsFO-088Group HandlingPage 3
