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FO-088 GROUP HANDLING

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FO-088 GROUP HANDLING

    HYATT REGENCY DONGGUAN

    FRONT DESK OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Group Handling

Effective Date : 01 August 2006

Revised Date : Nil

Applicable : All Staff

Forms to use : Nil

Refer to : Nil

Policy

It is the policy of the hotel to ensure that all groups are administered and handled

    proficiently during the duration of the entire stays.

    The group resume will be printed by the FOM/AFOM/AM and assigned to Team Leaders and above to include the FOM to pre-check the group requirements after the

    Pre-con meeting.

Procedures Pre Arrivals

    1. To study the group resume in order to understand the group:

    - VIPs / Special arrangements

    - Billing instructions in Opera remarks line/Check-out alert P/F or P/B

    - Group movement

    - Pre-bookings

    - Pre-con Meeting

    - Create Manila file

    - Transportation requirements

    2. DOR / FOM /AM to attend pre convention meeting

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    HYATT REGENCY DONGGUAN

    FRONT DESK OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    3. Assign rooms according to resume requirements at least one day prior to group

    arrival.

Procedures Arrival On Day

    1. Double check room blockings and/or any changes with the room assignments

    and inform HSKP and Room Service accordingly.

    2. Sent rooming list to the Team Leader - Bell, Room Service and Housekeeping

    once the room numbers are confirmed. Follow-up/double-check special

    requests / arrangements according to the resume (rooming list, fax machines,

    welcome package, newspapers etc)

    3. Confirm group check-in procedure (Hotel venue / Bus Check- in / Send keys to

    Airport, etc)

    4. If applicable, inform guests of in-house meeting / dinner venue upon check-in

    verbally or by handing out welcome letters.

    5. Upon the group check-in, the Front Desk Agent performing the check in must

    note down any meal requirements (if not known already), wake up call details,

    baggage down details and any other information on the Group Folder.

    6. Any complimentary room number, tour leader room no., PM no. must be noted

    on the Group Folder, and the signature of the Tour Escort/ Tour Leader obtained

    on the Folder. The Front Desk agent must sign on the same as well to serve as a

    reference in case of any query.

    Procedures In House

1. There will be three files placed at the Front Desk Expected Groups, In house

    Groups, Check Out Groups.

    2. The Front Desk will action on the wake up call/ baggage down details and pass

    them onto the relevant areas. A copy of the Group List (Group In house) must

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    HYATT REGENCY DONGGUAN

    FRONT DESK OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    then be attached to the Group Folder, which must be placed in the In house

    Groups file.

    3. Check room rates on a daily basis by printing in-house group report (XXXX)

    and filing it in Manila file.

    4. Review all guest folios on a daily basis and check that charges on folio are

    according to the billing instructions in the resume.

    5. Review Paymaster on a daily basis and check that charges on folio are

    according to the billing instructions in the resume.

    6. Check for No Shows / late cancellations on a daily basis and charge according

    to the instructions in the resume.

7. Make sure all supporting chits are in the Manila file.

    8. One night before the group check out, confirm with the Organizer the departure

    time / luggage pull / morning call (if necessary ask guest to settle bill one night

    before check-out).

9. Check Group VIP turndown list.

10. Check daily Group movement/Meetings.

    Procedures - Departure

    1. After the group checks out, the Group Folder must be placed in the Check Out

    Groups file.

    2.

    3. Make sure all group members have settled their folios prior to hotel departure

    and the paymaster is settled or confirmed by the Organizer.

    4.

    5. Check out the group master or move the master from PM to PF immediately

    after the group has checked out. (submit all supporting chits together with

    resume to Finance).

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    HYATT REGENCY DONGGUAN

    FRONT DESK OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    Prepared by James Fan Date 01 April 2006

Approved by Date

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