【導讀】theactualcheck-indate.forfeited.publishedcheck-intime,suchas.becharged.onedaybefore.misplaced.

　　

【正文】 ther with the other transactions. 4. A credit card payment must be authorized in writing with a doublesided credit card copy and signed by the card holder. This written authorization must be sent to the hotel (usually by fax) and to be attached with each respective correspondence memo. 5. A guarantee letter with a pany who has a credit agreement facility will only be accepted and regarded as a guarantee letter. Account Department will have to acknowledge the acceptance. 6. A guaranteed booking can also be done by a bank draft addressed to the hotel or bank transfer of funds. The booking will only be guaranteed once the funds are received. 19 Policy : Preparation of Guest’s Amenities PP No : Department : Front Office – Reception Effective Date: Issued by : FO Manager Approved by : _____________________ Director of Rooms _____________________ General Manager Purpose : To ensure that all necessary amenities are wellarranged and placed in the room prior to the Star’s arrivals. Procedures: 1. An amenity request may be made by either the hotel in the form of a plimentary given to the Guest, or made by an outsiders , such as Travel Agent or any pany. 2. An amenity issued by the hotel will be set according to the hotel policy and the expenses will be charged to its originator, such as Rooms or Sales amp。 Marketing. 3. An amenity made or requested by an outsider will be charged to either the requested Travel Agent or Company accordingly. Please note the followings when a request is made by an outsider: ? Type of amenity and the value, ? Any card or letter to acpany the amenity, ? Contact person and telepone number, ? Type of payment requested by the originator, If the payment is made by a credit card, a fax confirmation is required from the cardholder, authorising the hotel to charge the cost to the credit card includes the following details: a. type of credit card, number and expired date to be photocopied b. card holder’s full name and signature c. details of services to be charged to the credit card If the payment is to be charged to the Travel Agent or Company, determine whether the Agent or the Company has a credit facility with the hotel, a fax confirmation will then be required to make it more official. If the payment is to be charged to the Travel Agent or Company with no credit facility as a written request by fax and forwarded to Accounts Department (Credit Department). 20 Policy : Guest’s Assisted Out Calls PP No : Department : Front Office – Telephone Effective Date: Issued by : FO Manager Approved by : _________________ Director of Rooms _________________ General Manager Purpose : To ensure that all assisted calls requested by the guest are handled properly. Procedures: 1. Handle the Guest’s ining call by using the standard phrase of greeting for internal ining call. 2. Should the Guest needs an assistance to make an assisted call, politely explain him that there will be a handling charge automatically posted into the folio. 3. The handling charge will be Rp…. For every assisted call such as, collect call, ATamp。T, etc. 4. The assisted call may also be performed to help the Guest connecting his request to make an outgoing call without knowing the country code or area code. 21 Policy : Outside Call for Staff PP No : Department : Front Office – Telephone Effective Date: Issued by : FO Manager Approved by : _____________________ Director of Rooms __________________ General Manager Purpose : To ensure that all outside calls requested by a Staff is properly recorded and honoured strictly for business purposes. Procedures: 1. All outside calls made or requested by the Staff are filtered and strictly honoured for the business purposes only. 2. All call requests, especially NDD or IDD should be properly recorded on our “Internal Calls Record” where all details such as Destination telephone number, contact person, position, the name of the pany, and the purpose of calls are listed. 3. Should there be any inquiry for a personal call requested by a Staff, a prior approval of the Supervisor/Manager and an immediate settlement is required. This procedure is also implemented to those outside guest making a telephone call in the hotel. The settlement can be done at the Front Desk by posting the charge into the system. 4. On a regular basis, usually weekly, the “Internal Call Record” will be copied and distributed to every Department Head concerned for his acknowledgement. 22 Policy : Emergency Procedures PP NO : Department : Front Office – Telephone Effective Date: Issued by : FO Manager Approved by : ______________________ Director of Rooms ___________________ General Manager Purpose : To ensure that all correct procedures regarding emergencies are well implemented by every Staff. Procedures: 1. All Telephone operators should be totaly familiar with all aspects of emergencies that may occur within the hotels. The Telephone operators will be the first point of contact for Guest and the Staff39。s and all correct procedures must be observed. 2. There is an emergency telephone number “8888” which can be dialed within the hotel and will be immediately taken by the switchboard operator. This will be on a separate handset with a display for verufucation of the origin of the call. 3. In a fire situation the operator must stay on the switchboard at all times and keep in touch with the Assistant Manager and Chief Fire Warden and do exactly as they say. 4. In bomb threat situations the operator must write down all details of the call and page the Assistant Manager immediately. I