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FO-047 EXPRESS CHECK OUT

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FO-047 EXPRESS CHECK OUT

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Express Check Out

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : All Staff

Forms to use : Nil

Refers to : Nil

Purpose

    The purpose of this policy is to ensure that a consistent procedure for Express Check out is maintained.

Policy

    It is the policy of Hyatt Regency Dongguan to operate the checkout in a swiftly manner; thus avoiding potential delays and unnecessary waits for the guests, and allowing the GSO to perform their operational duties with ease in the event of a heavy departure. Basic Criteria

    Express checkout is only suitable for hotel guests utilising international credit cards like American Express, Visa, Mastercard, Diners and JCB.

Procedures @ Check in

    1. All arriving guests holding one of the above credit cards upon checking in must

    have their card swiped in the Opera system to obtain an approval code.

    2. Front Desk Staff must check if a complete guest profile already exists before

    offering express checkout. This is because more often than not, the hotel is

    required to send a copy of the invoice via fax or mail to the guests company.

    3. Obtain a business card from the guest if the guest profile is incomplete

    4. The Express Checkout Form must be presented for the guest to sign (Right

    Portion of the Registration Card) when the guest agrees to take the offer.

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    5. Inform the guest that we will send a copy of the bill to his/her room before 2300

    hrs on the night before the departure.

    6. Check with the guest if a copy of the bill is required to be faxed or sent to the

    company.

    7. After confirming the departure time, enter the departure time accordingly in the

    system. Input in the remarks: POA/XO/20-22FEB

    8. Enter X/O in the Checkout Alert to alert the cashier when an originally express

    checkout guest approaches us at the Front Desk for a physical checkout.

9. Select Source Code = EXP C/OUT. In this case, the Morning Team Leader can

    quickly tally the Express Checkout Form with the system. Also, the Morning

    Team Leader can have a quick glance at how many express check out for the

    day at any time.

    10. Submit the Express Checkout Form (2 copies) for filing. An Express Checkout

    File is kept at the back office.

11. The form is filed accordingly to date 1-31 of the month.

    Procedures @ the Night before Departure

1. Afternoon Team Leader to check Source Code from Opera for the next day

    express checkout guest and prepare to print the folios.

2. To advance folio the last night prior to print and deliver between 21:00 23:00

    hrs.

    3. To insert the bill in our A4 Fax envelope (ticked document) and have the Bell to

    send to the room.

    Procedures @ the Day of Checkout

    1. Morning Team Leader to check all the express checkout for the day against the

    system

    2. If the guest had departed, checked out the room with the Express Checkout

    Form attached to the room folio (together with credit card if any).

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    3. Check if we are required to send a copy of the invoice via fax/mail to the

    guest’s company and action accordingly.

    Prepared by James Fan Date 01 Jun 2006

Approved by Date

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