DOC

FO-041 HANDLING MULTIPLE RESERVATIONS INVOLVING GOLD PASSPORT COMPLIMENTARY AWARD STAY

By Roger Simmons,2015-01-19 12:11
8 views 0
FO-041 HANDLING MULTIPLE RESERVATIONS INVOLVING GOLD PASSPORT COMPLIMENTARY AWARD STAY

    HYATT REGENCY DONGGUAN

    FRONT OFFICE RECEPTION OPERATIONS MANUAL

    GENERAL POLICIES AND PROCEDURES

Policy Name : Handling Multiple Reservations involving Gold

     Passport Complimentary Award Stay

    Effective Date : 01June 2006

Revised Date : Nil

Applicable : Reservations and Front Office Staff

Forms to use : Nil

Refers to : Nil

Purpose

    The purpose of this policy is to ensure that appropriate procedures are being followed to handle the reservation with Gold Passport Complimentary Award in an accurate manner and in accordance to the standards of hotel accounting.

Policy

    It is the policy of Hyatt Regency Dongguan to provide Complimentary Gold Passport Award stays and to ensure the record is properly executed and kept for audit billing purpose.

Procedures

Scenario

    Guest stays in hotel for 3 nights. The first night is under Gold Passport award complimentary rate. The other 2 nights are under hotel regular/promotion rate. The booking should be correctly handled in terms of making reservation, check-in, checkout, rate, and date changes.

     Page 1

    HYATT REGENCY DONGGUAN

    FRONT OFFICE RECEPTION OPERATIONS MANUAL

    GENERAL POLICIES AND PROCEDURES

Reservations

    1. In RESERVE, there should be 2 separate bookings under guest name with

    different arrival/departure date and room rate. One booking’s room rate is GP

    award rate.

     nd booking’s room rate is hotel paying rate. Billing instructions must be 2. The 2

    entered in both reservations to alert the Front Desk team of the arrangement.

Front Office

    1. Upon check-in, GSO should explain to guest that the first night’s rate is nd complimentary which is redeemed from his/her Gold Passport points, and the 2rd/3 night’s room rate will be changed to hotel paying rate.

    2. Program the room key for the entire three night stays for the guest.

    3. The GSO or Team Leader should extend stay and change room rate. Check-in ndand check-out 2 reservation with the same room number. This is to ensure the

    paying room does not run into no-show and is properly tracked.

    4. Transfer the incidental charges, if any, from the first reservation to the second

    reservation.

    5. Copy the credit card information including approval codes to the second check

    in folio screen and attach the credit card slip to the second check in RC.

Prepared by James Fan Date 01 Jun 2006

Approved by

    Date

     Page 2

Report this document

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