DOC

FO-024 VIP CHECK IN WITH ARRIVAL FLIGHT N LIMO

By Jacob Campbell,2014-01-24 12:09
5 views 0
FO-024 VIP CHECK IN WITH ARRIVAL FLIGHT N LIMO

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    Policy Name : VIP Check-in with arrival flight & limousine

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : Front Office Team Leader and above

Forms to use : Nil

Refers to : Nil

Purpose

    All VIP arriving guests must be greeted and welcome by our management efficiently and effectively upon his / her arrival so that there is no delay in this basic service that our guest has come to expect and deserve.

Policy

It is the policy of Hyatt Regency Dongguan that the Assistant Manager Front

    Office is responsible for taking care of all VIPs with warm welcome and smooth check-in upon his / her arrival. They are required to handle this task according to the procedures set forth.

Procedure

     st1. After received the VIP 1 call from our Airport Representative, the

    Assistant Manager Front Office will alert all the concerned departments

    and Management via our hotel communication system.

    2. The Assistant Manager Front Office will check the status of the VIP room

    and ensure that the assigned room is ready and in “Vacant Clean” status.

    3. The Assistant Manager Front Office will check the VIP leather folder

    which contains the Registration card, Keycard, Pen, Hotel passport with

    address card and breakfast card if necessary. The VIP’s Mail / Message

    will also be checked and attached with the VIP folder. Any fax or

     Page 1

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    messages should be checked prior to arrival and placed on the desk in the

    guestroom.

4. VIP room will be checked-in into the “Opera” system after the first call.

     nd5. After received the 2 call from our driver, the Assistant Manager Front

    Office will alert all the concerned department and management via the

    hotel’s communication system.

    6. The Assistant Manager Front Office will pick up the VIP folder and wait

    for the guest at the hotel main entrance.

7. The Assistant Manager Front Office will also check the lobby’s

    cleanliness.

    8. The Assistant Manager Front Office will alert the staff manning the lobby

    door of the license plate number of the limousine to ensure luggage will be

    brought up to the room immediately.

    9. The Assistant Manager Front Office will inform the staff manning the

    lobby door of the importance of the VIP. If there are more than 1 VIP

    travelling in the same car, the most important VIP should get the luggage

    first and the Assistant Manager - Concierge is to ensure the smooth luggage

    delivery.

    10. The Assistant Manager Front Office will escort the VIP guest to the room

    directly together with any other Management staff for express check-in.

    11. The Assistant Manager Front Office will offer assistance for reservations

    in any F&B outlets and follow up if necessary and reconfirm with the guest.

12. The Assistant Manager Front Office will confirm the following upon

    arrival:

    1. Purpose of visit

    2. Departure date

    3. Limousine arrangement

    4. Room rate

    5. Address (collect name card)

    6. Personal details

     Page 2

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    7. Special requests i.e. newspapers, fruits, iron and iron board and pressing

    13. The Assistant Manager Front Office will ensure that the guest’s luggage

    is delivered to the guestroom and the luggage is placed in the correct

    position before leaving the room.

    14. Assistant Manager makes sure that guest history is updated for future

    reference.

Prepared by James Fan Date 01 June 2006

Approved by Date

     Page 3

Report this document

For any questions or suggestions please email
cust-service@docsford.com