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FO-070 GUARANTEED NO SHOW

By Dennis Mason,2014-02-10 15:30
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FO-070 GUARANTEED NO SHOW

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Guaranteed No Show

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 maximize revenue, minimize rebates and avoid inconvenience to guests when handling guaranteed reservations.

Policy

    It is the policy of Hyatt Regency Dongguan to maximize rooms revenue and to handle guaranteed reservations according to the procedures set.

Procedures

    1. When a reservation is guaranteed, the hotel should undertake to hold a room for

    the guest, no matter how late their arrival time might be, and regardless of

    occupancy.

    2. All reservations due to arrive should be left in the PMS so that they are by Night

    Audit as No Show. Under no circumstances be No Shows be checked in, as this

    may result in excessive rebates and inaccurate No Show statistics.

    3. The Night Manager is to identify the guaranteed No Show arrivals before night audit

    and make sure the guest is not already in-house.

    4. Check the cancellations and contact the source of booking and check the travel

    itinerary of the guest who was a No Show.

    5. Check to see if the credit card is valid to charge for No Show.

6. Post in other No Show Rooms Revenue.

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    7. Do not post No Shows for Travel Agency bookings. These reservations are

    informed to Reservation Department to follow up.

8. Enter into Cashier Remarks as NS Charge @ RMB XXX/FEX.

9. Enter into guest history as 17DEC06=NS Charge @ RMB XXX/FEX

    10. Checkout the No Show rooms immediately after night audit.

    11. Change the room status from Vacant dirty to vacant/inspected clean

    12. Night Manager to send No Show email report via lotus notes to

    FOM/DOR/AM/DOS/GM stating the information for No Show Charged and No

    Show not charged.

    13. All disputes pertaining to No Show can be channeled to Front Office and Sales

    departments to explain.

    14. Only Front Office Manager & above and Sales Manager & above are authorized to

    waive no show charges for various reasons of goodwill.

     James Fan 01 April 2006

    _____________________________ ____________________________ Prepared by Date

    _____________________________ ____________________________ Approved by Date

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