Hotel Policies
Escorting Guests
POLICY STATEMENT
It is the policy of Park Hyatt Zanzibar that all guests are personally escorted by hotel staff and experience the Hyatt touch at all times.
PURPOSE
The purpose of this policy is to ensure that all staff is aware of the required ‘escorting protocol’ when dealing with hotel guests
PROCEDURE
• It is a Park Hyatt standard that all guests are escorted to their requested point in the hotel.
• Staff should lead the way, and keep in mind not to walk too fast or too slow.
• Always maintain the right amount of personal space between the guest and themselves.
• Make an effort to engage the guest in conversation about general topics without ever going into sensitive / confidential topics like politics or religion or hotel revenues.
• Individualize the interaction by keeping in mind who you are escorting. For example single ladies, elderly guests, children all require different levels of attention.
• Staff should always remember to listen to the guest and respond clearly without mumbling and with a ‘smile in their voice’.
The above policy is subject to review at the discretion of the management and the employees shall be kept informed on the changes made.
Confidentiality of Guest Information
POLICY STATEMENT
It is the policy of Park Hyatt Zanzibar that all guest information is kept secure and not shared with unauthorized persons or authorities without valid permissions.
PURPOSE
The purpose of this policy is to ensure our guest’s privacy is not infringed and that all staff must place utmost concern for their safety and security.
PROCEDURE
Telephone calls
When receiving a call from outside requesting to be put through to hotel guests, staff should first check if there are any restrictions in connecting to the guest, such as:
• Do not Disturb (DND)
• Screen Calls (Screen)
• Incognito (INCOGNITO)
Documents
All documents containing any guest information is to be kept in a safe environment which allows restricted access only to authorized personnel. These documents include, but are not limited to:
• Credit Card receipts
• Registration Card Receipts
• Guest / Information Folios
• Service Checks (restaurants, concierge etc.)
Recently processed documents will be stored in easy access areas, whereas the rest will be stored on site as per hotel policy for an agreed duration of time. All storage areas will be have restricted access at all times.
The above policy is subject to review at the discretion of the management and the employees shall be kept informed on the changes made.
Etiquette in Front Office
POLICY STATEMENT
It is the policy of Park Hyatt Zanzibar that staff of the department, irrespective of rank, maintains a decorum at all times that corresponds to the hotels Code of Conduct.
PURPOSE
The purpose of this policy is to ensure that all staff follows the hotel Code of Conduct at their workplace during and after work hours.
PROCEDURE
• All Front Office staff is expected to maintain professional etiquette at all times which includes following:
- Hotel Policies and Procedures
- Hotel Grooming standards
- Hotel Behavioral requirements
• Staff is expected to refrain from:
- Talking so loudly that it disturbs guests and colleagues
- Shouting in corridors
- Using foul words in any language
• Failure to follow these guidelines will result in the appropriate disciplinary action
The above policy is subject to review at the discretion of the management and the employees shall be kept informed on the changes made.
Guest Key Control
POLICY STATEMENT
It is the policy of Park Hyatt Zanzibar that guest keys are being cut when the guest checks in only.
PURPOSE
The purpose of this policy is to ensure security for guests and employees and to control costs.
PROCEDURE
• All keys are to be issued when the guest checks in at Front Desk.
• It is strictly forbidden to have any key reproduced or duplicated except in cases of guest request and by the guest identifying him/herself with a valid picture ID.
• If Front Desk receives a call that the Guest locked him/herself out, a Front Desk associate must proceed to the room to ensure that proper identification is being produced.
• All spare keys, key cards and key encoding devices must be secured against unauthorized access or use.
The above policy is subject to review at the discretion of the management and the employees shall be kept informed on the changes made.
Check In & Check Out
POLICY STATEMENT
It is the policy of Park Hyatt Zanzibar that all guests will be acknowledged immediately and will not wait longer than five
minutes for check-in or checkout procedures to be completed and that all staff will achieve the brand standards during the
service experience.
PURPOSE
The purpose of this policy is to ensure that the guest is not unnecessarily inconvenienced and that the first and final
impressions are of a friendly, consistent and organized operation.
PROCEDURE
• Ensure all guests are greeted upon arrival to the hotel
• Guests are escorted to the reception and staff attends to them or provides an accurate waiting time immediately in a
professional and warm manner
• Staff must follow the established Park Hyatt brand standards at all times for guest interaction
• Based on guest feedback offer any additional services to customize the guest stay experience
• Ensure that guests are asked for their feedback at the end of the stay
• Guests are warmly bade farewell and thanked for choosing Park Hyatt Zanzibar as their chosen destination
The above policy is subject to review at the discretion of the management and the employees shall be kept informed on the changes made.
Late Check Out and Early Check In
POLICY STATEMENT
It is the policy of Park Hyatt Zanzibar that guests who arrive earlier or request to leave later than the published hotel timings are given the right information.
PURPOSE
The purpose of this policy is to that all requests to check in earlier or stay longer than the published hotel timings are handled consistently.
PROCEDURE
• The hotel check out time is published as 12:00 noon, thus guests wishing to stay longer than this on their departure day are defined as a late check-out.
• The hotel publishes its check in time as 15:00, thus guests who prefer to arrive prior to this time are defined as an early check in.
• Before confirming any requests, staff must always refer to the hotel occupancy and reservations for the day. No guest request should be confirmed at the cost of making another guest unhappy.
• Whenever confirming either option, staff must first check the availability of the same room type for other guests.
• Requests for departure after 14:00 shall be charged 50% of the guest rate, or the prevailing best available rate in case the guest was staying on a confidential rate. Any departure after 18:00 will be charged the full night’s rate.
• Requests for arrival from midnight to 10:00 should always be reserved from the night before, and any arrivals between 10:00 to 12:00 Noon will be charged 50% of the guest rate should they wish to guarantee an early arrival, or the prevailing best available rate in case the guest is staying on a confidential rate.
• However early arrivals from 10:00 to 12:00 noon will be accommodated based on availability and unguaranteed on a complimentary basis
The above policy is subject to review at the discretion of the management and the employees shall be kept informed on the changes made.
Do not Disturb Rooms
POLICY STATEMENT
It is the policy of Park Hyatt Zanzibar that the guest’s request for privacy should be respected whilst at the same time ensuring their security.
PURPOSE
The purpose of this policy is to ensure that the laundry service is provided to the Guest according to the standards without causing any disturbance to the Guest.
PROCEDURE
• No staff member is allowed to enter a DND Room unless instructed to do so by Management.
• While delivering the Guest item if the Front Office associate notices a DND sign then he/she must notify their Team Leader on duty.
• If there is no notification from the guest that the delivery should not be done at the time the request was received, the Team Leader should try and contact the Guest by calling the Guest room.
• If there is no reply then a voice message has to be left for the Guest.
• In case a guest has called a delivery of a guest item and the room has a DND sign, the associate should check whether the room number for the order is correct. If correct, the employee will call the Team Leader who will contact the guest to confirm that he or she has placed the call for a delivery service and that he or she does not mind to be disturbed.
• It is vital that guests are not unnecessarily disturbed, as they use the sign for a specific reason.
The above policy is subject to review at the discretion of the management and the employees shall be kept informed on the changes made