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FO-003 SHIFT DEPARTMENTAL MEETINGS & BRIEFINGS

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FO-003 SHIFT DEPARTMENTAL MEETINGS & BRIEFINGS

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    Policy Name : Attending Shift Briefings and Departmental Meetings

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : All staff and Department Heads

Forms to use : Nil

Refers to : Nil

Purpose

To keep all staff informed and updated on all policy and procedures implementation /

    changes and current hotel situation.

Policy

It is the policy of Hyatt Regency Dongguan that all departments conduct daily briefings,

    weekly and monthly meetings.

Procedure

DAILY BRIEFINGS

    1. Staffs are to read the departmental logbook prior to shift commencement.

    2. TL & AM on duty must have an arrival list prior to the briefings

    3. The FOM is to conduct the daily briefing with the following information and

    focus:

    ; Check attendance and late comings

    ; Check grooming

    ; Check No mobile phones

    ; Occupancy for last night and average room rate

    ; Arrivals & Departures, Due In & Due Out

    ; Room Situation:

     Page 1

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

     Which room category is minus and what should we do

     Is the Twin bedded or Extra Bed enough

     What is the Latest Check Out Time

     What time to start charging half day or Full day for late check

    out

    ; Group Movement ( In & Out )

    ; FIT arrivals

     Read only the essential ones. Check understanding from staff.

     Only top VIPs or special cases to follow up for Regency Club

    guests

     Focus on the Suites arrivals

     Especially the CONN request, or guest with special remarks.

    ; Room Changes to follow up

    ; Assign Cashiers

    ; Check and read the information from the log book

    ; Read any promotions if any

    ; Daily events and functions

    ; Policies and Procedures implementation and changes

    ; Guest comments

    ; Staff on-shift duties and assignments

4. Ensure GSO take notes

5. No loud speaking or laughing.

    6. In the absence of the FOM, AM will conduct the briefings.

    7. AM and TL on shift must read arrival list prior to the briefings.

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

WEEKLY MEETINGS

    1. Weekly meeting are to be conducted by the Team Leaders, Assistant Managers

    and FOM in attendance.

    2. TL or AM will take meeting minutes

    3. The purpose is to share and discuss all concerns pertaining to operations.

    Debriefings of current week and planning for the next week operations.

QUARTERLY MEETINGS

    1. Quarterly meetings (4 times per year) are to be conducted by the Front Office

    Manager

    2. All staff of the respective department should attend this meeting. Only those on

    leaves are exempted from the meeting. Off days are required to return for this

    averagely hour meeting.

3. Items to be discussed are:

    - Operational Procedures

    - Report operation concerns

    - Competitor analysis information

    - Update on new promotions

    - Acknowledge a particular staff good doings and awards

    - Guest and other departments’ comments

    - Feedback and suggestions from staff to improve efficiency in the

    Department

    4. Minutes of these meetings must be taken, and available to all manager levels.

5. DOR will be invited to chair or sit in for this meeting.

Prepared by James Fan Date 01 June 2006

Approved by Date

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