国际酒店前厅前台操作程序 FO-088 Group Handling

1、HYATT REGENCY DONGGUANFRONT DESK OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Group HandlingEffective Date:01 August 2006Revised Date:NilApplicable :All StaffForms to use:NilRefer to :NilPolicyIt is the policy of the hotel to ensure that all groups are administered and handled proficien

2、tly 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 Arrivals1. To study the group resume in order to understand the group

3、: - 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 requirements2. DOR / FOM /AM to attend pre convention meeting3. Assign rooms according to resume requirements at

4、least one day prior to group arrival.Procedures Arrival On Day1. 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. F

5、ollow-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 u

6、pon 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

7、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 House1. There will be three files plac

8、ed 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 then be attached to the Group Folder, which must be placed in the In h

9、ouse 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 che

10、ck 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, confir

11、m 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 mas