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FO-038 WAKE-UP CALLS

By Ellen Edwards,2015-02-07 17:14
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FO-038 WAKE-UP CALLS

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Wake-up Calls

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : All staff

    Forms to use : Wake-up Call list, Group in-house list, Group wake-

     up call Summary

Refers to : Nil

Purpose

    The purpose of this policy is to ensure that guests receive their wake up call at a specific time as requested by the guests.

Policy

    It is the policy of Hyatt Regency Dongguan that all requested wake-up calls will be duly processed and all staff responsible will ensure such calls will reach the guest to their best abilities.

Procedures

    1. When approached by the guest to place a wake-up call, the Guest Services Officer

    is to note down the timing on the Wake Up Call list.

    2. A reminder call at 5 minutes later should be offered to guest who requests for a

    wake up call

3. An updated rooming list must accompany all groups’ wake-up calls.

    4. During the night shift, the requested timings will be consolidated, verified by the

    Assistant Manager Front Office and passed over to the Guest Services Centre for

    processing.

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    5. The Guest Services Centre - GSO will then key in all the requested wake-up calls

    and file all the request. In the event that a wake-up call is not answered after the

    second manual call , the Guest Services Centre must alert the Assistant Manager

    Front Office who will proceed to the room with a Bell Attendant (a female room

    attendant if guest is female) or Security personnel to personally wake up the guest.

6. After checking, the Assistant Manager Front Office must return call to the Guest

    Services Centre to report the finding immediately.

    7. All missed wake-up calls must be reported to the Assistant Manager or Front

    Office Manager so that service recovery can be done. Guest Services Team

    Leader or Assistant Manager will be responsible to conduct the investigations and

    report immediately.

    8. If a guest requests a wake-up / reminder call during the day, he /she should be

    asked whether he / she is willing to accept any other calls.

Prepared by James Fan Date 01 Jun 2006

Approved by Date

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