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FO-037 COMPLIMENTARY & HOUSE USE ROOM

By Kyle Moore,2014-12-20 15:37
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FO-037 COMPLIMENTARY & HOUSE USE ROOM

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Complimentary or House Use Rooms

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : All Division & Department Heads

Forms to use : Complimentary/House-Use Room Request

Refers to : Nil

Purpose

    The purpose of this policy is to set guidelines on the procedures for complimentary room accommodation so as to ensure that all complimentary rooms are controlled.

Policy

    It is the policy of the hotel that complimentary rooms may be granted to those important business related persons or guests. The assignment of Complimentary Rooms is not to be done indiscriminately and each in each case, approval from the General Manager is required.

Procedures

    1. All complimentary rooms, except those rooms granted to travel agents as per

    sales contracts, should be recorded on a complimentary room request form.

    2. The form should be correctly filled up and duly signed by the Division Head

    concerned.

3. The form is then sent to the General Manager for approval.

    4. Once approved, the form is to be sent to the Reservations Department for all

    necessary booking procedures.

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    5. A copy of the said form should then be submitted to the Income Auditor who

    checks all details when the guests check in against the form.

    6. All these forms should be filed properly by the Income Auditor for future

    reference.

    7. Once the reservation has been checked in, the reason for the complimentary

    room is to be entered into the Opera system in the specified field.

    8. Hyatt employee complimentary rooms requests for staff from sister hotels will

    only be accepted via the RESERVE System or through General Manager’s

    Office.

    9. Ample time should be allowed for such Complimentary or House-use request.

    Last minute request of such will not be entertained.

    10. Approved House-use request for occupancy level over 80% will be revoked

    unless otherwise with the General Manager’s approval.

    11. Any staff caught abusing the usage of this policy will be disciplinary dealt with.

Prepared by James Fan Date 01 Jun 2006

Approved by Date

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