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FO-042 RESERVATION INVOLVING MULTIPLE RATES DURING ONE STAY

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FO-042 RESERVATION INVOLVING MULTIPLE RATES DURING ONE STAY

    HYATT REGENCY DONGGUAN

    FRONT OFFICE RECEPTION OPERATIONS MANUAL

    GENERAL POLICIES AND PROCEDURES

Policy Name : Reservations involving multiple rates during one stay

Effective Date : 01 June 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 2 or multiple different rates during one stay in a professional manner and in accordance to the standards of yield management.

Policy

    It is the policy of Hyatt Regency Dongguan to track and capture proper guest data by ensuring that the stay and rate is properly recorded and advised to the guest.

Procedures

Reservation

    1. Reservation GSO should leave a trace in the bookings to remind Front Office

    GSO on the follow-up of room rate changes for different dates.

Front Office

    1. The night shift GSO should prepare the registration card and update room rates

    by neatly writing the different rates in different dates on room rate column of

    registration card and hotel passport. For example, Dec1-2/RMB 668; Dec 2-

    3/RMB 788

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE RECEPTION OPERATIONS MANUAL

    GENERAL POLICIES AND PROCEDURES

    2. On day of arrival, GSO should advise guest of different room rates at check in.

    On actual day, action trace to change rate and rate code

    3. Verify the room rate with reservation trace before confirming with guest.

    4. Explain the rate change in different dates of period with guest whilst circling the

    rates.

    5. Seek guest signature at the circled room rates area.

Prepared by James Fan Date 01 Jun 2006

Approved by _______________________________ Date _______________

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