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FO-078 CREDIT CARD PAIDOUTS

By Jason Dunn,2014-09-01 19:00
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FO-078 CREDIT CARD PAIDOUTS

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Credit Card Encashment/Paid Out

Effective Date : 01 June 2006

Revised Date : Nil

Applicable : All Staff

Forms to use : FO Voucher

Refers to : Nil

Purpose

    The purpose of this policy is to ensure that the Guest Services Officers work within the credit limit set by the hotel management when entertaining requests for encashment through credit cards.

Policy

    It is the policy of Hyatt Regency Dongguan to avoid credit card encashment in general unless it is of an emergency case. All credit card encashment is easily disputed by the banks should the guests refuse to pay thereafter.

    However, we will practice with great flexibility when handling our VIPs, Gold Passport members, and guests who are in need of cash genuinely.

    Credit card encashment are only allowed to be done for in-house guests only. The allowance for cash paid out is made on a per stay basis in general. The limits are up to RMB 1500 for general and RMB 3000 for Diamond Gold Passport Members in-house guests.

All encashment are subject to a 5% surcharge of the cash received.

Procedures

    1. Guest to be directed to Front Office Cashiers for encashment via credit cards.

2. Front Office Cashier must verify that guest is staying in-house.

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    3. Guest must be explained on the 5% surcharge. The amount must be charged

    immediately to his credit card.

    4. The encashment and clearance must be reflected on guest’s account to ensure

    that it is only done once during his stay.

    5. There will be guests who request to have more than one credit card encashment

    during his stay. Should a staff notice that guest had already done once, he must

    explain to the guest and direct/assist guest to the bank opposite to get his

    money. If guest persist, please inform the Assistant Manager- Front Office

    who will make the decision to override the hotel’s policy.

Prepared by James Fan Date 01 Jun 2006

Approved by Date

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