DOC

FO-051 HANDLING LONG STAYING GUEST

By Clyde Thomas,2014-06-16 03:39
11 views 0
FO-051 HANDLING LONG STAYING GUEST

    HYATT REGENCY DONGGUAN

    FRONT OFFICE RECEPTION OPERATIONS MANUAL

    GENERAL POLICIES AND PROCEDURES

Policy Name : Handling Long Staying Guest

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : All Staff

Forms to use : Nil

Refers to : Nil

Purpose

    The purpose of this procedure is to ensure all relevant employees are aware of their responsibilities when handling long staying guests.

Policy

    It is the policy of Hyatt Regency Dongguan to offer a long stay ambassador to all hotel guests staying more than 14 nights. The hotel will provide a consistently professional and warm welcome and a highly enjoyable stay for our long-staying guests.

Procedures

Pre-Arrival

    1. All long stay enquiries are passed to the Business Development Team for

    processing. This excludes Long Stay booking through RESERVE.

    2. Once a booking is confirmed, the Business Development Team are responsible for

    forwarding a long stay letter of agreement and ensuring that a signed copy of this

    document is received by the hotel. Every effort should be made at this stage to

    ascertain whether the guest prefers a smoking or non-smoking floor.

    3. Long Stay bookings received through RESERVE can be qualified through passing

    the guest details to Business Development directly from Reservations.

     Page 1

    HYATT REGENCY DONGGUAN

    FRONT OFFICE RECEPTION OPERATIONS MANUAL

    GENERAL POLICIES AND PROCEDURES

    4. Long Stay bookings received through RESERVE should sign a rate agreement

    upon arrival at the hotel that the rate is applicable to a minimum of 21 consecutive

    nights. Should the stay be cut short, the hotel will charge back each night at the

    rate determined by Front Office. It is the responsibility of the Long Stay

    Ambassador to have the terms of the long stay package acknowledged by the

    guest.

    5. Guest who originally booked for a stay of less than 21 nights and wish to extend to

    a stay of more than 21 nights may do so during their stay. Such requests can be

    forwarded to Business Development for a proper agreement. The Long Stay

    Package will, however, only be granted from the day of extension and benefits

    cannot be backdated. Exceptions to this rule will only be allowed by GM, DOR,

    or DOS only.

    6. Reservations Department to ensure that the correct Long Stay code is assigned to

    the reservation for proper follow up.

    7. The Assistant Manager Front Office will appoint a member of the Front Office

    Team to be the “personal contact” of the long-staying guest. This person is known

    internally as the Long-stay Ambassador. The staff to be appointed will depend on

    the arrival times of the guest. The long stay ambassador is a Front Desk/Regency

    Club - Team Leader and above positions.

    8. Those guests without arrival times will either be the morning or afternoon Team

    Leader as the Ambassador.

    9. The Assistant Manager Front Office prepares a welcome letter on behalf of the

    Long stay Ambassador.

10. The Front Office Manager should review all Long Stay guests‟ arrivals on a daily

    basis and assign better rooms.

    11. Welcome amenities must be set up. Refer to Long Staying Guest Amenities set.

    12. The Welcome kit for the guest will be collected by the Ambassador and presented

    to the guest upon check-in. The welcome kit includes.

    - Welcome Letter (Personalized with guest name)

    - That‟s Dongguan

     Page 2

    HYATT REGENCY DONGGUAN

    FRONT OFFICE RECEPTION OPERATIONS MANUAL

    GENERAL POLICIES AND PROCEDURES

    - Map of Dongguan

    - Tour Information

    - Magazine (RC Only)

    - Magazine (RC Only)

    - Magazine (RC Only)

13. Ensure extra hangers are setup in the room

Arrival

    1. The Long-stay Ambassador must meet the guest on arrival and escort him to the

    room.

    2. During the welcome and rooming process the Long-stay Ambassador should:

    ; Re-confirm with the guest his smoking/non-smoking preferences before

    taking him to his room.

    ; Ascertain the purpose of visit and likelihood of repeat visits and pass this

    to FOM. This applies to RESERVE reservations where purpose of visit

    is not known.

    ; Point out the complimentary tea and coffee, amenities and give the usual

    rooming explanation.

    ; Refer to the Welcome letter/card.

    ; Obtain any newspaper preferences and any other likes/dislikes and

    allergies.

    ; Offer to have any large luggage items stored and explained additional

    coat hangers, ironing boards, cots, adapters set etc.

    ; Confirm room make-up time /turndown preferences.

    ; Special billing request

    ; Inform the guest that special room service orders can be made upon

    request and that the menu includes items from our restaurants plus the

    addition of full menus from Café and etc.

Internal Administration after check in

    1. Ambassador to update Long stay checklist and file in allocated file.

    2. Inform and feedback to related departments of guest requests and preference,

    including Housekeeping and Room Service.

     Page 3

    HYATT REGENCY DONGGUAN

    FRONT OFFICE RECEPTION OPERATIONS MANUAL

    GENERAL POLICIES AND PROCEDURES

    3. Update Guest profile comments with above information of guest preferences.

4. Leave a TRACE every four days for COURTESY CALL to guest.

    5. Leave a trace, for billing settlement every 14days, if required. To call guest in the

    room and inform him that we will be sending an interim statement for his

    settlement. Leave the interim statement together with a cover page in the room if

    guest is not available.

    6. Leave a trace the day before check-out to remind you of the following

    a. Offer guest to review account

    b. Confirm check-out time

    c. Confirm transportation.

    d. Offer wake call

    e. Luggage collection

    f. Room Service breakfast if check-out before 06:30 hrs. (Regency Club

    guests only)

7. Update Checkout alert to Call AM and Ambassador

    During the guest’s stay

1. Courtesy call every 4 days

2. Update Courtesy call log after every calls

    3. The Long Stay Ambassador (if they did not meet upon arrival) should ring the guest within 24 hours of arrival and suggest a brief meeting (over coffee or a drink) with the guest to cover:

    ; Any areas that the hotel could address in order to ensure the guest is

    more comfortable. E.g. adapters, coat hangers etc.

    ; Any particular needs of the guest whilst in Dongguan e.g. sporting,

    sightseeing, health, education or communication related. The Long-stay

    Ambassador should use local knowledge to assist the guest or offer to

    undertake relevant research.

    ; Hotel tour

    ; Payment on fortnightly basis

     Page 4

    HYATT REGENCY DONGGUAN

    FRONT OFFICE RECEPTION OPERATIONS MANUAL

    GENERAL POLICIES AND PROCEDURES

    4. If the guest is not in the room a voice mail message should be left. If no reply,

    follow up within 72 hours. If no reply again, do a second and final follow up

    voice mail message.

    5. Copies of the hotel bill are forwarded to the guest room every 14 days or as

    stipulated in contract and on the day prior to departure. These are

    accompanied by a letter prepared by the Long Stay Ambassador.

On Departure

1. Front Office should discuss or distribute a list of the next day‟s departing long-

    stay guests at each morning briefing, together with their planned departure

    times. A farewell team should then be decided upon, ensuring that the guest

    received suitable recognition for his support.

After the guest has departed (minimum 21-night stays)

    The Sales Department is required to identify these guests as major advocates of the hotel. They should be added to the „advocates‟ mailing list and be forwarded a greeting card on an annual basis.

    Repeat long stay guests will not receive a welcome kit unless being requested.

Prepared by James Fan Date 01 April 2006

Approved by _______________________________ Date _______________

     Page 5

Report this document

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