Sun Spa Resort- Fo

SUN SPA RESORT, QUANG BINH FRONT OFFICE DEPARTMENT POLICIES & PROCEDURES CONTENTS: 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27

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Policy on General Manager's Welcome Cards Reservations Control Policy on Duplicate Bookings Policy on Waitlist Policy on Room Allotments Policy on NO SHOWS Policy on Over bookings Policy on NON – GUARANTEED BOOKINGS Policy on LATE ARRIVALS Policy on HOUSE – USE (STAFF - USE) ROOMS Policy on DAY - USE Policy on Overseas Accommodation Bookings Policy on Guest Booking or Guest History Inquiry Policy on Creating of a Guest History File Policy on the Number of Guest in a room Policy on Confidential Status Policy on Upgrades Addendum to Policy on Up - Grading Addendum to Policy on Forced - Upgrade Policy on guest Out Going Calls Policy on Long Distance Calls made by Employees Policy on Operator Assisted Long Distance Calls Policy on Handling of Booking Requests for the Catering Department Policy on Handling Complaints Policy on Lost Keys Policy on Visitors to the Hotel Guest Rooms Policy on Long Staying Guest

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ALL POLICES & PROCEDURES WERE REVIEWED AND APPORVED BY:

FRONT OFFICE MANAGER

KIRIL GRUDIN GENERAL MANAGER