外资酒店前台操作流程英文版

外资酒店前台操作流程英文版内容摘要：

of the Assistant Manager amp。 above. 4. The hotel reserves the right to assign unutilized vacation time (. Annual leave / Public Holidays etc) for staff to clear. 5. In the event of an emergency, staff will be recall back at short notice Procedure 1. Check and note individual shift duties and tasks assigned if any. 2. Should a staff e on the wrong shift, they will have to make arrangement to ensure that their right shift is covered by either switching with their colleagues or returning later for the correct shift. 3. All requests for vacation clearance should be written on the request list and given to the Assistant Manager with ample time to find a replacement. 4. In the event that the hotel needs the staff to return back to work due to unforeseen circumstances, the staff must exercise flexibility and understanding in this instances. FRONT OFFICE OPERATIONS MANUAL GENERAL POLICIES amp。 PROCEDURES Page 11 Prepared by James Fan Date 01 June 2020 Approved by Date Policy Name : Sick Leaves Effective Date : 01 June 2020 Revised Date : NIL Applicable : All Staff Forms to use : TBA Refer to : NIL Policy It is the policy of the hotel to ensure medical sick leaves are handled efficiently so that it will not affect the operations of the department. FRONT OFFICE OPERATIONS MANUAL GENERAL POLICIES amp。 PROCEDURES Page 12 Procedures 1. If an employee is unable to report to work, the staff must report to the Team Leader on duty. If Team Leader is not available, then the next level of supervisory staff is to be advised. 2. If staff feels unwell, they are to call the Team Leader at least 2 hours before and to advise prior to the start of their shift and proceed to see a doctor. Then the staff must call again on the same day to inform if any medical leave has been obtained and the number of days the Medical Chit (MC) is given. 3. For sick leave within 72 hrs (3 days), the MC must be submitted to the person in charge or the Assistant Manager immediately upon return to work. The Sick Leave Application Form must be filled and submitted to the person in charged as well. 4. For sick leave more than 72 hrs (3 days), the MC must be submitted together with the Sick Leave Application Form within the 72 hours for verification. 5. Sick leave application must attach with the following:  Original MC  Medical Record Booklet (full time employees only)  Copy of certificate of diagnosis  Copy of prescription  Copy of expense list 6. Sick leave application (with supporting document) must be submitted immediately without any delay upon returning to work. 7. Failure in adherence to the above procedure will be treated as unpaid leave. FRONT OFFICE OPERATIONS MANUAL GENERAL POLICIES amp。 PROCEDURES Page 13 Prepared by James Fan Date 01 Jun 2020 Approved by Date Policy Name : Confidentiality of Guest Information Effective Date : 01 June 2020 Revised Date : Nil Applicable : All Staff Forms to use : Nil Refers to : Nil Purpose The purpose of this policy is to ensure that all guest particulars and data are kept Confidential. No information regarding any guest may be given out to anyone without prior permission from the guest. Policy FRONT OFFICE OPERATIONS MANUAL GENERAL POLICIES amp。 PROCEDURES Page 14 It is the policy of Hyatt Regency Dongguan that no information about resident or past guests are given out to a third party, unless, otherwise authorized. Procedures If anyone asks for information, we are to state, “I am sorry Sir / Madam, we are not at liberty to pass out any information about our guests”. There may be occasion where expectation has to be made, for example if an officer of the law requires particulars of a guest, we may in such case do so. However, the Assistant Manager – Front Office and above must be asked for approval Prepared by James Fan Date 01 Jun 2020 Approved by Date Policy Name : Guest Security Effective Date : 01 June 2020 Revised Date : Nil Applicable : All Staff Forms to use : Nil Refers to : Nil FRONT OFFICE OPERATIONS MANUAL GENERAL POLICIES amp。 PROCEDURES Page 15 Purpose The purpose of this policy is to ensure our hotel guest‟s privacy is not infringed and that all staff must place utmost concern for their safety and security. Policy It is the policy of Hyatt Regency Dongguan that staff do not disclose hotel guest‟s room numbers or any of their personal details to the public other than the Public Security Bureau (PSB) via the submission of Registration card and through puter link. Any other requirement to do so must have the approval from the Front Office Manager. Procedure Whereabouts of Inhouse guests: 1. When approached by a member of the public, on disclosing the whereabouts of hotel guest, staff should check the system if there is prior instruction from guest. Examples like “INCO” – do not disclose, “SCREEN” – screen all calls etc should be strictly adhered to. These scripting should then be used: INCO “I am sorry sir, there is no such person registered with the hotel” SCREEN “May I have your name and pany you work for and I will try to reach Mr xxx” Then go to the back office to contact the guest and check if he would like to take this call otherwise advise visitor to leave a message. FRONT OFFICE OPERATIONS MANUAL GENERAL POLICIES amp。 PROCEDURES。