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FO-010 ETIQUETTE AT THE FRONT OFFICE

By Maurice Austin,2015-03-17 21:42
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FO-010 ETIQUETTE AT THE FRONT OFFICE

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Etiquette at the Front Office

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : All Guest Contact Staff

Forms to use : Nil

Refers to : Nil

Purpose

    The purpose of this policy is to ensure all guest contact staff 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.

Policy

    1. They should carry themselves in a manner that does not jeopardise their work

    ethics and the department and hotel’s 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

    - Hotel’s internal policies and procedures and staff’s welfare

    - Supernatural beliefs

    3. When on duty in a public area within the hotel’s premises, staff must ensure

    they :

    - Always in their proper uniform with correct Identity badge

    - Conduct themselves in a professional and respectable manner

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    - Stand in an upright posture with hands behind the back when not serving

    Guests.

    - No raising of voices or arguing with guests, causing commotion and

    disturbing the peace

    - Do not horseplay

    - Do not use Guest’s 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 pushing 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 drawers 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 hand 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 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 allowed 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 hotel’s public area after off duty hours.

    6. Be on the lookout for undesirable characters and report these sightings to security.

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    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 by James Fan Date 01 Jun 2006

Approved by Date

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