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FO-067 ASSISTANT MANAGER

By Catherine Taylor,2014-01-06 12:23
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FO-067 ASSISTANT MANAGER

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Assistant Manager

Effective Date : 01 August 2006

Revised Date : Nil

Applicable : All Staff

Forms to use : Nil

Refers to : Nil

Purpose

    The purpose of this policy is to have one person responsible that can be contacted in case of emergency, guest complaints and general assistance required in the hotel.

Policy

    It is the policy of Hyatt Regency Dongguan that an Assistant Manager is on duty on a 24-hour basis.

Procedures

    The Assistant Managers Front Office are the representative of the Senior Management. In their absence the Assistant Manager Front Office provides a means

    of communication between the Management, guest and Employees as well as supervising and assisting in the smooth and efficient running of the hotel.

The role of the Assistant Manager is fulfilled by the Assistant Managers Front Office

    during the day time and overnight shift.

When arriving for the Assistant Manager Shift:

    - Take over the allocated Master Keys and Assistant Managers’ Pager / Xiaolingtong

    - Read the Assistant Manager Front Office Briefing Log Book and take over any

    outstanding tasks.

    - Read the Lotus A.M. Log for any incident report that has taken place in the

    previous shift(s).

    - Read the Lotus Handover log

    - Read the Promotions and handover file

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

- Read the arrivals list and identify VIPs to be greeted.

    - Identify the departure guests and VIPs to be met.

    1. Walk through the hotel and check the functions schedule and ensure they are

    running smoothly

    2. Ensure each area is correctly manned, operational and properly managed. Observe

    the overall conduct and appearance (Grooming Checks) of the employees.

    3. Carry out regular property walks and report findings in the public area check list.

    4. Inspect pre-assigned accommodation for VIP guests, ensuring that all room set-ups

    and amenities are prepared according to the standard.

    5. Investigate all guest and employee accidents and complete an incident report form.

    6. Adhered to the Hotel’s Fire and Emergency procedures in the event of a fire and

    other emergencies.

    7. To assist Security Department in collecting the materials for the necessary

    investigation of guest’s lost property inquiries.

    8. Handle guest inquiries and complaints at all times. Report any complaints,

    comments and suggestions in the Duty Logbook for discussion and follow up in the

    morning briefing or if not appropriate send a note to the relevant department.

    9. In absence of the Sales & Marketing Department handle any show around requests.

10. Handover to the Assistant Manager Front Office and ensure all tasks are

    completed.

Prepared by James Fan Date 01 April 2006

Approved by Date

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