凱悅酒店 商務(wù)中心操作手冊（英）P16

1、BUSINESS CENTRE OPERATIONS MANUAL商務(wù)中心操作手冊HYATT REGENCY凱悅國際酒店P(guān)olicy Name:Business Centre Service after Operation HoursEffective Date:Revised Date:Applicable :AllForms to use: Front Office VoucherRefer to : PolicyIt is the policy of the hotel to respond to guest needs in providing basic Business Centr

2、e Services even after operation hours. Procedures1. All hotel in-house guests who require basic Business Centre services between 23:01 06:59 hr will be informed that we could collect the job request should the guest call the Hotline Service GSO2. Concierge or Front Desk will assist in all faxing and

3、 photocopy requirements.3. Concierge/Bell will open the Business when the guests urgently need to use the computer or Internet services.4. Upon closing, the Business Centre key is being safe kept by the Night Manager5. The Night Manager will escort guest to the Business Centre and open the door.6. T

4、he Night Manager will assist in switching on the computer.7. The Night Manager will warm up the computer in Front Desk of BC in the case of the guests require the internet service. The Night Manager opens the IE and chooses the Inter-touch Website from Favourites menu. 8. Press “YES” in the dialog-b

5、ox of “Security Alert”. And the same “OK” as “Enter Network Password”. Choose “Lock / Unlock Ports”. 9. There are four internet-service booths in the Business Centre. So pay attention to “BC4 BC7” in the web of inter-touch. Room 4 is in the northeast near the sofas. Room 5 is in the west of RM 4. An

6、d Room 6 is south of RM 5. The last one near the wall-units is RM7. 10. When the guests choose the rooms, we will press the push button “ OPEN”. And the computer will keep accounts automatically. 11. When the guests finish using internet, we will choose “Business Centre Billing”. There will be a col

7、ourful form in the “Unexpired Enrollments”, so you can press “Cancel”, and the using time will automatically appear. Use the calculation method to count the price as following : 3 RMB/hour ´ Using Time = Payment12. The Night GSM will then proceed to Business Centre to assist the guest in switch

8、ing off the computer and letting the guest to sign the bill. Subsequently, the Night GSM is to close the door of the Business Centre.13. The Front Office GSA will charge the bill to guests room accordingly. Transfer the payment from the code of “9530” in BC.14. The Front Office GSA will return a cop

9、y of the guest bill to the Business Centre GSA in the morning for reference.Prepared byFront Office ManagerDate30 Nov 2005Approved byFelix ChuaDatePolicy Name:Courier Services Internal UsageEffective Date:01 May 2006Revised Date:NilApplicable :All StaffForms to use:NilRefers to :NilPurposeThe purpos

10、e of this policy is to protect the hotel from possible loss of revenue and liability to pay courier charges and to enable Accounting Department to charge the appropriate departments for the consignment, thereby avoiding discrepancies and misuse of the facility.PolicyIt is the policy of Hyatt Regency

11、 Hangzhou that Courier Services for hotel guests and hotel department strictly follow the following procedures.ProceduresThe hotel has contractual agreement with various Courier companies; DHL, TNT, Fedex and UPS for overseas shipments of documents / parcels by courier. For Shipments within Hangzhou

12、 and Shanghai only XXXXXXis to be iused.All couriers sent out must be documented y Airway Bill duly completed and signed by the guest or the authorized Department Head. The Department Head is further required to sign for acceptance of charges to his department on the established authorization form.P

13、repared byJames FanDate01 May 2006Approved byDatePolicy Name:Operational CashEffective Date:01 May 2006Revised Date:NilApplicable :All StaffForms to use:Front Office Voucher & Daily Control SheetRefer to :NilPolicyIt is the policy of the Business Centre to maintain a cash float of 300 RMB at all

14、 times to facilitate cash transactions for the convenience of the guests. Procedures1. The 300.00RMB is kept in the Business Centre locked drawer.2. The appointed cashier opens the drawer to change the money when the guest requires payment by cash.3. The GSO on duty is responsible for the cash float

15、. The shift between 7 am to 3:30 pm should always keep some changes in the drawer, and change the money in Front Office, if needed. 4. After checking the amount of cash, the GSO should hand over both the 300.00RMB and the payments to the next shift between 3 pm to 11:30 pm. At the end of the shift t

16、he GSO must post the income to the Business daily Control Sheet, and balance the takings in the Opera. And the GSO arranges the payments to the cashbox of Front Office.5. The GSO should check the cash periodically. Each payment by cash should have an invoice (FO Voucher) correspondingly.6. The GSA e

17、nding the shift and the next GSA taking over the shift must always count the float faithfully to ensure that there is 300.00RMB in the drawer.7. The cash float amount is solely the responsibility of the Business Centre GSO on duty. 8. All overages and shortages must be reported via Remittance Envelo

18、pe, if any and reported to the immediate Supervisor.9. Income Auditor from Finance will spot check the float at any times to ensure hotel policies are followed.Prepared byJames FanDate01 May 2006Approved byDatePolicy Name:Handling EMS - Courier service Effective Date:AllRevised Date:EMS Shipment Air

19、 WaybillApplicable :Front Office Voucher (Guest)Forms to use:Courier Service Authorization Refer to :Form (Internal)Policy- It is the policy of the hotel to provide EMS service from the Business Center.- EMS service is only rendered for courier services within the Greater China region. (This does no

20、t include Taiwan, Hong Kong and Macau)Procedures1. The EMS Waybill must be clearly completed including the receivers address and contact number.2. The courier charges are determined by weighing the items (including the box), and then check against the corresponding price list from the EMS price shee

21、t. A 30% cost is to be added onto the price chart as service charge.3. FO Voucher is required (with name printed, room number and signature obtained) for the Hotel guest. Internal sending must complete the Courier Service Authorization Form. Department Heads approval and authorised signature is requ

22、ired for the form.4. The FO Voucher Number must be written on the Shipment Air Waybill. Likewise, the Tracking Numbers must also be written on the FO Voucher for reference. A photocopy of the Shipment Air Waybill is given to the sender for as confirmation.5. After posting the charges in the system,

23、the EMS Air Waybill and the FO Voucher (white copy) should be attached to the item. For internal staff, instead of the FO voucher, the Authorization Form is attached together with the item.6. The pink copy of the FO Voucher is then attached to the invoice to be submitted to Finance at the end of the

24、 shift.7. Call the EMS courier service to pick up the items.8. When the item is being picked up, confirmed the price with the Courier man to avoid wrong charging. The last page of the EMS Air Waybill is left for our record. Attach it together with the FO Voucher (white copy) or Authorization Form.9.

25、 Filed this information into the EMS folders accordingly. One Folder for EMS Guests and the other for EMS Internal Staff.Additional Information1. Opening time begins 9:30 to 18:00 from Monday to Sunday except Statutory Holidays. 2. EMS company Tel: 6429 9083. EMS supervisor: Li Yu Xia:r

26、epared byFront Office ManagerDateApproved byFelix ChuaDatePolicy Name:Handling DHL - Courier Service Effective Date:AllRevised Date:DHL Shipment Air WaybillApplicable :DHL Invoice StatementForms to use:Front Office VoucherForm :Refer to : Courier Service AuthorizationPolicyIt is the policy of the ho

27、tel to handle all DHL items from the Business Center. Procedures1. All restricted and prohibited items are not allowed for sending. These items include the following:Tea, Medicine, Antique, Tobacco, Foods, Cosmetic (anything including alcohol)· In the event of uncertainty, call the service cent

28、re of DHL. 2. All sending items must be measured in 2 methods. First method is to identify the cost based on the exact weight of the item. Second method is to measure the item in its “l(fā)ength ´ breadth ´ height ¸ 6000”. All measurement is based on centimetres. When measuring on an item

29、, always used the heavier weight to check for the price.3. Two forms to check the price of the courier charge. First is as Publish Tariff as the weight. Both considering the countrys code and weight, you can find the price of DHL in Business Centre Price Sheet. Not including the price of 20% service

30、 charge. Second is Cubage Tariff. In this way the staffs should be wrapped into a package. To choose the boxes, it must be bigger than the cubage of the wares. And of course the price should plus 20% service charge.4. Jumbo Box is a special packaging box if requested. There is a special price sheet

31、meant for Jumbo Box. An additional 20% of service charge is charged on top of the price sheet.5. Documents include correspondence, printing, and books. Both booklets to Japan and Canada that weigh heavier than 1 kilogram are considered as parcels. 6. DHL Shipment Air Waybill and Invoice Statement (o

32、nly for packages ) are required to be completed. Guests signs the statement once they agreed on the price. 7. Write the Voucher Number on the Shipment Air Waybill, and also write the Tracking No on the FO voucher. And then make a photo copy of the Shipment bill for the guests. 8. After posting, put

33、the Shipment Air Waybill Invoice Statement and the FO voucher together with the package. And then call the DHL company to pick them up.9. There are tow folders in the reception desks of Business Centre. One is Internal Departments folder, another is the Guests. When the DHL assistant coming to pick

34、up the packages they will leave the last page of Shipment Air Waybill. Put the page and FO voucher together in the folder.Procedures for Sending DHL by Credit Card 1. Request from guest to provide an email address / fax numbers to obtain the following information:- Address to be sent- Authorization

35、by email to allow us to charge to the credit card- Credit Card Number- Name of the Receiver- Contact Number2. Check Cost of the courier fees and confirm with guest prior to sending. Only send upon approval from the guest correspondence.3. Send email/fax to guest informing guest on the tracking numbe

36、rs, the charge, and the expected receiving date.Sending items for Internal Departments.1. Request the department to provide an Authorization Letter (from Divisional Secretaries) - Address to be sent- Department Name- Authorised signature- Name and Contact number of the Receiver- Details of the items

37、In case of uncertainties, call DHL guest service centre.· DHL Guest Service Centre Tel: 8008108000· Oriental Plaza Branch - DHL Tel: 85181951· Carrier - DHL Mr. ZhangBin Tel:Prepared byFront Office ManagerDateApproved byFelix ChuaDatePolicy Name:How to Handle Outgoing Fax

38、 for In-house GuestEffective Date:Revised Date:Applicable :Forms to use:Refers to :NilPurposeTo ensure that outgoing faxes for in-house guest are handled and delivered promptly. Policy1. Check the Fax No, Senders name, Total No of fax and Guests room No2. Check Fidelio system guests information is c

39、orrect as given by guest3. Chop “CONFIDENTIAL” or “URGENT” if it is requested4. Ask the guest if he would like to wait or sent the original to his room after transmission.5. If the guest prefers to have fax sent to room, we should ask the guest to sign the FO voucher first.6. How to send the fax:Loc

40、al Fax:9 + fax NoDomestic Fax:9+ 0+ fax NoInternational Fax:9+00+fax No7. Feed the document into the fax machine. Dial the number, press Start button8. Attached activity report and send the fax back to the guests room.9. If you have difficulty in getting through after 2 or 3 attempts, call the guest

41、 and explain the situation. Ask if he has alternative number. If guest is not in the room, please leave a message to the guest. On the other hand, keep trying10. Post the charges into guest roomPrepared byFOMDateApproved byFelix ChuaDatePolicy Name:Departmental House RulesEffective Date:Revised Date

42、:NilApplicable :All StaffForms to use:NilRefers to :NilPurposeTo set a standard code of conduct in the Business Centre to ensure professionalism is upheld at all times. PolicyIt is the policy of the hotel to have the Business Centre team projects a consistent high level of professionalism. Procedure

43、s1. Every call will be answered speedily and courteously, using the hotels standard salutation/phraseology as per job description.2. Courtesy to be practised at all times to every caller/guest. GSO must stand up and offer assistance whenever a guest walks into the Business Centre.3. Speech to be cle

44、ar and precise, tone of voice to be cheerful, offer of assistance to be given in every way possible, in communicating at all times.4. No eating and drinking at the public areas.5. No personal usage of the Internet is allowed at all times6. No personal calls are allowed at all times unless for emerge

45、ncy purposes7. All department internal extension phones must be answered within 3 rings only, using - greeting, identification of department, name and offer of assistance.8. Team members must be extremely alert and attentive to guest presence and needs. Personally following up all guest requests, to

46、 ensure a task is completed with the highest level of service standards.9. Whenever a service is required after operating hours, members of the team will stay back and provide our guests the assistance in order to ensure total service satisfaction.10. All actions are directed towards the completenes

47、s of the guests working needs. Prepared byFelix ChuaDateApproved byDatePolicy Name:Photocopying Effective Date:01 May 2006Revised Date:NilApplicable :All StaffForms to use:NilRefers to :NilPolicyIt is the policy of Hyatt Regency Dongguan to ensure our staff are able to perform photocopying services

48、efficiently. Procedures1. Receive the original documents, count the number of pages, and inform the guest on the charges.2. Fill in the FO Voucher while making photo copies. Ensure to have guest signature to charge his/her account.3. If there are many set of photocopies, ask if he/she needs it to be

49、 stapled and enveloped.Prepared byJames Fan Date01 May 2006Approved byDatePolicy Name:Equipment RentalEffective Date:01 May 2006Revised Date:NilApplicable :All StaffForms to use:Refers to :NilPurposeThe purpose of this policy is to ensure that the hotel is covered for losses, incase the guest checks

50、 out without returning those rental equipment. Or incase of damages to these equipment.PolicyIt is the policy of the hotel to provide rental of equipment services to hotel guests.The Business Centre should provide the following office equipment for Business Travellers in the Hotel for their usage.-L

51、aptop Computer-Compatible Printers-Cellular Telephones-Fax MachinesProcedure All equipment should be checked regularly to ensure that all items are in good working order.Renting equipment1.Accept the request and check if the equipment requested is available.2.If available, confirm the charges to the

52、 guest.3.If the guest accepts the charges, complete the Miscellaneous Charge Form with the following information: -Guest's name-Room number-Requested equipment-Renting date-Return date-Charges.4. After completing the Miscellaneous Charge Form ask for the guest's signature as acknowledgement.

53、 5. Offer to send the equipment to the guest's room and send as directed by the guest. Ensure equipment is properly hooked up and tested before leaving the room.6. Post the charges to the guest's account and file the copy for balancing purposes. Past all first copies of the charge form to th

54、e Front Office Cashier for filing at the end of the shift.7. On return of the equipment, the Teamleader should ensure that there has been no damage and equipment is in good working order.8. At the beginning and end of every shift, the Teamleader must do an inventory count of all the equipment.9. A r

55、efundable deposit of RMB XXX is to be taken from guest for rental of such equipment as well as a usage deposit of RMBXXX per day. An imprint of the guests credit card will be taken, signed by the guest and kept at the Business Centre. This will be destroyed in the presence of the guest once the rented equipment is returned to the Business Centre