【正文】 PROCEDURES Page 23 Do not horseplay Do not use Guest?s elevator unless escorting Guests. Use the Stairs if it is for 3 levels down or 2 level up. Usher guests into the elevator first and assist them with pushing the lift buttons. Do not gather in groups of more than two. Do not chew gum. Do not smoke while on duty except in designated area during meal breaks and do not smoke with jacket on. Do not wriggle arms, legs or drum fingers at the counter. Do not lean against walls or counter, slam drawers or throw things around. Do not read magazines, newspapers or books. Do not sleep while on duty. Do not keep or take property not belonging to you personally. Do not invite friends or relatives into any area of the hotel. Do not make unimportant and long personal phone calls. Do not carry hand phone and pager, must be on silent mode. Do not utilize hotel guest facilities. Do not sit at any time in areas designated for guest. Do not loiter around public area . Lobby, lift landing, guests? floors Do not bring food into work area. Do not manicure nails, pick teeth, nose, b or flick hair. Do not register anger or impatience towards colleagues and guests. Assist guests by personally showing them to their required location, when time and manning permit and duty calls for. Smile and acknowledge every guest that passes your way by using proper greetings. 11. Staff is not allowed to socialize and be seen in public areas (. restaurants, pubs, theatres, parks etc) with hotel guests, outside of their working hours. 12. Staff is not allowed to loiter around hotel?s public area after off duty hours. 13. Be on the lookout for undesirable characters and report these sightings to security. 14. Be on the lookout for guests who need direction or assistance in the Public Area. FRONT OFFICE OPERATIONS MANUAL GENERAL POLICIES amp。 PROCEDURES Page 21 A fixed day of the week, a weekly meeting is to be held between the Team Leaders, Assistant Managers and Front Office Manager. The Front Office Manager should present the events of the week, groups that are to arrive, occupancy expectations, guest ments, plaints, actions to be done during the week. Preshift Briefing Preshift briefing is to be held in each and every section within Rooms Division. Things of interest for the day are discussed (arrivals, departures, room?s situation, discrepancy report, important guests). Departmental Meeting Quarterly month, a Departmental Meeting is to be held held. In that meeting employees are invited to discuss all matters relevant to the operations and work in the department. Their suggestions, impressions, plaints and all possible questions are to be written down. It is important that a follow up on this is done properly and feedback is presented in next Departmental Meeting (if not before). It is the duty and responsibility of each employee to use all this tool of munication and get informed. Assistant Manager / Handover Log This is a useful tool for the Assistant Manager to pass over his duties for follow up without fetting. It is created from the Lotus Notes. Prepared by James Fan Date 01 Jun 2020 Approved by Date Policy Name : Etiquette at the Front Office FRONT OFFICE OPERATIONS MANUAL GENERAL POLICIES amp。 procedures update each other on what had been done what were the challenges of the followups and the previous shift what are the remainder followups to be carried over to next shift On Log books, counterparts to: ensure all staff note and action on any requests stated in the log book acknowledge on the log book if necessary ensure that all staff understand any new procedures that are written in the log book for everyone?s attention and action Prepared by James Fan Date 01 Jun 2020 Approved by Date Policy Name : Departmental Communication FRONT OFFICE OPERATIONS MANUAL GENERAL POLICIES amp。 PROCEDURES Page 18 Policy Name : Log Book 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 highlight the importance of the Log Book as it is essential to the smooth day to day operations of the Front Office. To ensure guests? requests and administrative followups are being followed through and acted upon via verbal munication during briefing or documentation in the Log books. Policy It is the policy of Hyatt Regency Dongguan to utilize the Log Book as a daily record of events and relevant information that must be handed over from one shift to the next. 6. All Operations staff, upon starting their shift, must update themselves on what had happened during the previous shift and what they have to do or be aware of in order to ensure smooth running of their own shift. Part of their shift duties is to read, acknowledge and act upon the requests as stated in the Logbook. 7. The Log book is a means of munication between the management and the operations staff on specific guests requests. FRONT OFFICE OPERATIONS MANUAL GENERAL POLICIES amp。 a signed credit card imprint with written authorization to charge him. The staff will reassure the visitor that once the guest agrees to this arrangement, the bills with the processed charge form will be forwarded to the visitor. No other details . room rates, guest?s details should be revealed at any point. FRONT OFFICE OPERATIONS MANUAL GENERAL POLICIES amp。 PROCEDURES Page 15 Purpose The purp