2.02 Policies & Procedures Front Office, 99 Pages

POLICY & PROCEDURE – ROOM DIVISION / FRONT OFFICE

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Cash Paid Out Credit Cards Cashier Shortage And Over Charge Tipping Policy Lost & Found Loss & Damage Robbery Theft Procedure Lost And Found Unclaimed Deposit Refund Room Master Room Search Rebate Remittance Procedures Disease Medical Emergency Medicine Medical Assistance Guest Injury Emergency Procedure Emergency Procedure Accidents Fire Extinguishers Back Of House Emergency House Tragedy Death Slept Out Room Room Found Vacant House Use Rooms Do Not Disturb Room Guest Master Key Car Holders Hotel Skippers Access Public Damage By Guest Telephone & Fax Management Phone Use Sales Phone Walkie Talkie Resort Vehicle Ownership Vehicles Front Office Club Cars Driver Allowance Driver Outside Control Vehicles

POLICY & PROCEDURE – ROOM DIVISION / FRONT OFFICE

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Host Transportation Host Transportation 2 Resort Transportation Mail Central On Line Newspaper Manager Log Book Daily Log Book Inspection Form Procedures Of Packages Save Opening Garbage Sorting Staff Area Gardeners Resort Fogging Lift Malfunction New Staff Housing Set-up Property Damage Wet Weather Policy Complimentary Accommodation Control Of Obstructions Front Office Basics Hydrochloric Acid Telephone Techniques Respect For Guests & Staff Caring For Guests Professionalism Grooming Anticipating Needs VIP Guests Royal Club Floor Royal Club Lounge Handling Complaints Empowerment Damage, Loss Of Property Accident & Injury

POLICY & PROCEDURE – ROOM DIVISION / FRONT OFFICE Department: Front Office

Ref: FO 01

Page: 1/2

Subject:

Date: 01 Mar 2004

Date revised:

Prepared by:

Approved by:

Approved by: General Manager

Distribution: All Department Heads

Resident Manager Issued:

Cash Paid Out

Purpose: To establish guidelines for the captioned subject and to keep Paid Out to a minimum, and to ensure that Paid Out transactions are properly validated and authorized Procedure 1. Paid Outs at Front Desk is classified as follows: a Miscellaneous Paid Out – Paid out in the form of cash advance for guest services – purchase of flowers, guest transport, air ticket and goods at hotel’s shop arcade etc. A Refund of guest’s deposits. 2.

Paid Outs shall be in local currency only.

3.

The Paid Out Voucher must be handled and approved in the following manner:

i.

Miscellaneous Paid Out.

a. Approval by Duty Manager for amount not exceeding $ 100.

b. Approval by Front Office Manager or Asst. Front Office Manager for amount above $ 100 up to maximum of $ 500.

c. Approval by General Manager, Executive Assistant Manager or Financial Controller for amount exceeding $ 500 d. A 5% handling fee will be charged to guest’s account for the Paid Out made. ii. Refund of balance Guest Deposit a. A refund of a guest’s balance deposit must be accompanied by the original copy of Cash Receipt issued to the guest when he checks in.

POLICY & PROCEDURE – ROOM DIVISION / FRONT OFFICE b. If a guest misplaces the Cash Receipt, this should be indicated on the Paid Out Voucher. Guest must sign on both Paid Out Voucher and Guest Folio. The signature on the Voucher/Folio must be matched with the signature on the Guest Registration Card.

c. Approval from Duty Manager, Asst. Front Office Manager or Front Office Manager must be obtained for refund exceeding RMB1, 000 and when a guest has lost the Cash Receipt.

4. Upon receiving request for Paid Out, the Front Office Agent will print out Paid Out Voucher in Opera system or raise a multi-function voucher in duplicate if the system down. The following must be recorded. -

Guest Name Room Number Date Description/purpose of Paid Out transactions Amount The Front Office Agent’s signature The authorizing signature The guest’s signature

5. Paid Out Voucher must be approved by authorized personnel before cash is paid. 6. All Paid Out Vouchers must be used in numerical sequence. Cancelled vouchers must be returned to the Accounts Department (Night Audit). The employee will be charged $ 2 for each missing Paid Out Voucher.

Applicable Departments END

Front Office /Finance