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FO-011 COLLECTION OF GUEST DATA ON ARRIVAL

By Cindy Hicks,2014-01-06 11:22
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FO-011 COLLECTION OF GUEST DATA ON ARRIVAL

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Collection of Guest Data on Arrival

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : All Staff

Forms to use : Guest Registration Card

Refers to : Nil

Purpose

    The purpose of this policy is to ensure all legal requirements of Guest registration as set by the Public Security Bureau (PSB) are strictly adhered to for security and control reasons. Details are used for guest history file and marketing research.

Policy

    1. It is the policy of Hyatt Regency Dongguan that all staff must ensure that the

    guest data that they obtained and entered into the “Opera System is clean and

    accurate.

    2. It is the policy of Hyatt Regency Dongguan to work closely and co-operate with

    the PSB by submitting required information of in-house guests on a routine

    basis to ensure security and safety of our guests in Dongguan.

    3. Data as required by the Public Security Bureau must be duly obtained from

    guests upon check-in:

    - Full name

    - Name in Chinese for Chinese, Macau, Taiwan, Hong Kong and Japanese

    arrivals

    - Address and Country of Residence

    - Type of Travel Document and Serial Number

    - Validity of Endorsement for arrivals from Taiwan

    - Type of Visa and its expiry date

    - Validity of Document of Overseas Chinese from Hong Kong and Macau

    - Port and Date of Entry for Brunei, Singaporeans and Japanese

    - Purpose of Stay

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    - Birth date

    - Date of arrival and departure

    Procedure

    1. Upon employment by Hyatt Regency Dongguan, staff will be given specific

    training in obtaining information required by the PSB where necessary.

2. Upon guest’s check-in, obtain his passport and travel documents.

3. Proceed to fill in details on guest’s behalf. Ensure all PSB data requirements

    located on the top portion of the hotel’s Registration card are updated according

    to the travel documents and passport obtained.

    4. Whilst taking above details, inform guest that it is a requirement by the PSB and

    will ensure guest’s safety whilst in China.

    5. Obtain business card and frequent flyer card from all first time travelers so that

    a proper Guest Profile can be set up.

    6. Kindly request guest to fill in the remainder of the guest registration card should

    guests do not have a business card.

7. Swiftly complete check-in procedures.

    8. Above procedures will still apply to regular guests when filling in PSB’s

    requested data. Staff must check with guest if the current hotel data is still valid.

    9. The night staff on duty will be responsible for updating all PSB data into the

    PSB computer terminal located in the Back Office. (Pending PSB confirmation)

    10. The Team Leader will check the next morning to ensure the data is recorded

    promptly.

Prepared by James Fan Date 01 Jun 2006

Approved by Date

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