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FO-090 HWEB BOOKINGS

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FO-090 HWEB BOOKINGS

    HYATT REGENCY DONGGUAN

    FRONT DESK OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : HWEB Bookings

Effective Date : 14 June 2006

Revised Date : Nil

Applicable : All Staff

Forms to use : Nil

Refer to : Nil

Policy

    It is the policy of the Hyatt Regency Dongguan to handle all HWEB bookings carefully to expedite check in process and reduce/eliminate unnecessary operational work as a result of cancellations and amendments to the bookings.

Procedures

    1. All HWEB bookings are discreetly charged upon check in instead of being

    charged at reservation period.

    2. This practice is, however, not made known to the guests as the policy requires

    the guest to submit his/her credit card for settlement at the point of reservation

    from the Hyatt website.

    3. Upon arrival, the GSO will proceed the check in as if the reservation was

    charged in advanced.

    4. The GSO will ensure the credit card given by the guest is the same card that was

    used to ‘settle’ the stay upon reservation.

    5. The GSO will collect the credit card from the guest. Immediately proceed to the

    Reservation screen to post the advanced deposit function using the credit card

    submitted by the guest.

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    HYATT REGENCY DONGGUAN

    FRONT DESK OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    6. Two copies will be printed out after the advanced deposit function is performed.

    One copy is to present to the Guest for signature.

    7. The credit card will be swiped against the EDC machine to get the credit card

    slip as sale. Present the credit card slip for signature.

    8. We must explain to the guest carefully should we be questioned why did we

    only charged now.

    9. Hotel keeps the signed copy while the other copies (both Opera printed and

    credit card slip) are given to the guest.

    10. The GSO will continue to the check in function to perform the check in

    accordingly.

Scenario Guest cancelled outside 72 hours

    1. Reservations inform AM any cancellation on a daily basis. AM check in the

    folio by a PM. The charge is USD $50, which is approximately equivalent to

    RMB 410. Submit the bill, Reserve Cancellation Printout, Reservations Email

    and credit card slips to Finance as supporting.

Scenario Guest cancelled inside 72 hours

    1. AM check in the folio by a PM. Post one night room charge for settlement.

    Submit the bill, Reserve Cancellation

    Scenario AM failed to get approval code from the credit card provided

    1. AM will cancel the reservations from the system. Write an email to

    Reservations to report the incident. Reservation will then contact guest

    accordingly for payment.

Scenario Guest No Show on Arrival Date

    1. Same as Scenario 2

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    HYATT REGENCY DONGGUAN

    FRONT DESK OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Scenario Guest Early Departures

    1. GSO change to the correct room nights without penalty

Scenario Guest change payment

    1. GSO use new card to settle upon check in. Inform Guest that we will cancel the

    previous credit card very quickly

Procedures for Reservation

    1. Reservations department only needs to call and send an email to Assistant

    Manager on duty daily to inform if there are any cancellations of reservations.

    2. Night AM will charge the cancellations accordingly into the No Show Revenue.

    Remarks must also be written onto the guest profile for future reference.

    25DEC06= HWEB CXL CHG for 28-30DEC/FEX

Prepared by Felix Chua Date 14 Jun 2006

Approved by Date

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