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FO-014 GUEST MESSAGE

By Lisa Ramos,2014-09-25 15:43
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FO-014 GUEST MESSAGE

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Guest Message

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : All Staff

Forms to use : Nil

Refers to : Nil

Purpose

    The purpose of this policy is to avoid inconvenience to the caller in contacting the hotel guests who are not reachable temporarily.

Policy

    It is the policy of Hyatt Regency Dongguan that all messages are conveyed to our guests accurately without fail.

Procedures

    1. Messages must be taken only if the receiver of the message is for an in-house or

    arriving guest. In case the client and the receiver of the message are not in-house

    guest, make sure to ask their contact telephone number or address.

    2. Input message into Opera message function or hand write if the message is in

    Chinese.

3. Always write neatly when writing Chinese messages.

4. Repeat the message to the caller to check for accuracy.

5. Print the message to be delivered to the guest’s room.

    6. The message light in the guest room will be turned on to telephone that there is a

    message waiting for the guest. Once the guest has received the message, the

    Reception, Guest Services Centre Operators should turn off the message light.

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    7. If the guest is holding a reservation and is due to arrive, the message should be kept

    with the registration card / reservation form and handed to the guest upon arrival.

    8. For the callers who would like to leave a VOICE MAIL for an in-house guest, the

    calls may be forwarded directly to the guest room. If the guest is not in-house,

    direct the caller to the Guest Services Centre for assistance.

    9. A duplicated copy is to be filed and delivered to the room immediately. This must

    be recorded on the Baggage Control Movement Sheet.

Prepared by James Fan Date 01 Jun 2006

Approved by Date

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