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FO-009 DEPARTMENTAL COMMUNICATION

By Edward Perez,2014-10-01 10:53
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FO-009 DEPARTMENTAL COMMUNICATION

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Departmental Communication

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : All Staff

Forms to use : Nil

Refers to : Nil

Policy

    It is the policy of the Hyatt Regency Dongguan that an effective Departmental Communication structure is maintained at all times.

Procedure

Communication

    Effective communication within the department is of vital importance for efficient and smooth operation of operation. Therefore, established tools/structures of communications have to be maintained with utmost care so that all relevant information is available for all employees.

Notice Board

    On the departmental notice Board there is information of importance for the team. Employee can find on the notice board: monthly working schedule, new regulations, memos, new standards, accurate list of group/individual arrivals and departures, team brief records, departmental meeting record. Each employee has to carefully read the notice board before starting the shift.

Log Book

    It is used by the Assistant Manager and the Team Leader to serve as a communication briefing book.

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Weekly Meeting

    A fixed day of the week, a weekly meeting is to be held between the Team Leaders, Assistant Managers and Front Office Manager. The Front Office Manager should present the events of the week, groups that are to arrive, occupancy expectations, guest comments, complaints, actions to be done during the week.

Pre-shift Briefing

    Pre-shift briefing is to be held in each and every section within Rooms Division. Things of interest for the day are discussed (arrivals, departures, room’s situation, discrepancy report, important guests).

Departmental Meeting

    Quarterly month, a Departmental Meeting is to be held held. In that meeting employees are invited to discuss all matters relevant to the operations and work in the department. Their suggestions, impressions, complaints and all possible questions are to be written down. It is important that a follow up on this is done properly and feedback is presented in next Departmental Meeting (if not before).

    It is the duty and responsibility of each employee to use all this tool of communication and get informed.

Assistant Manager / Handover Log

    This is a useful tool for the Assistant Manager to pass over his duties for follow up without forgetting. It is created from the Lotus Notes.

Prepared by James Fan Date 01 Jun 2006

Approved by Date

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