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FO-055 SYSTEM FAILURE

By Craig White,2014-10-14 05:45
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FO-055 SYSTEM FAILURE

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : System Failure

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : All Staff

Forms to use : Manual Checkout list

Refers to : Nil

Purpose

The purpose of this policy is to ensure staff is able to cope with situations when there is

    a sudden power shutdown or system failure.

Policy

    It is the policy of Hyatt Regency Dongguan that staff exercises a sense of professionalism and tact when faced with an unexpected situation like a power failure

    at the cashier’s counter. The GSO-Front Office has to remain calm and explain to guests the steps the hotel will take to clear his outstanding once power resumes.

Procedures

Power shutdown with advance notice

1. Staff must print the following report:

    ; In-house guest name list

    ; Trial Balance of all rooms

    ; Departure list for FITs and Groups

    2. Assign Team Leader to be fully in charge of the operation

3. Organize for a temporary container to receive all outlets’ unposted checks and

    arrange in room order for easy reference upon guest checkout.

    4. When approached by a guest requesting for check out, staff must explain to the

    guest of the power failure.

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    5. Staff will check the latest Trial Balance for the outstanding amount and inform

    the guest.

    6. In addition, staff must check the temporary slot to locate any unposted charges

    and manually add them together with the Trial Balance figure.

    7. Inform guest and seek guest approval to send the invoice to his/her preferred fax

    numbers once we are back on-line.

    8. Assure guest that we will mail the original copy of the guest folio should he/she

    prefer.

    9. Ensure sufficient credit card approval code to sustain the amount.

10. Thank guest for his support and wish him good trip.

    11. After the system is up again, ensure all charges are posted into every folio before

    embarking on checking out all the outstanding folio.

    12. Update guest inconvenience in his Guest Profile to ensure Assistant Manager -

    Front Office will meet up to apologize on his next arrival.

    13. Ensure mailing address is correct on the guest folio and pass those folios that need

    to be mailed out to the Rooms Divisional Secretary for mail processing.

Prepared by James Fan Date 01 Jun 2006

Approved by Date

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