Front Office

Goal: All properties will follow standard procedures as established in this SOP regarding extra charges for multiply occupancy, rollaways, cribs, and refrigerators. SCOPE: To outline the conditions under which a property may charge for additional persons and items in a guest room. PROCEDURE: CHILDREN No additional charges will be incurred for children under eighteen years of age, provided they share a room with their parents. If two adults occupy two rooms with children under

Goal : GUEST LAUNDRY AND DRY CLEANING SCOPE: To define policies and procedures to be followed when guest laundry and dry cleaning services are contracted with an outside operator. To ensure that guest laundry and dry cleaning services are provided in a high quality and professional manner. RESPONSIBILITY: The Rooms Director/Director of Operations has the responsibility for selecting the outside operator, negotiating agreement terms and monitoring service. REQUIRED SERVICES Th

Goal : The Front Desk will perform a "bucket check" daily at 8:00 P.M SCOPE: To ensure that room rack information agrees with that contained in the account bucket/PMS. PROCEDURE: At approximately 8:00 P.M., a "bucket check" should be completed to reveal any discrepancies between the room rack and the account bucket/PMS. Discrepancies will be caused by the following: 1. "Sleeper" - This situation occurs when the guest has checked out from his/her room but the folio and room ra

Goal: All properties will follow specific procedures in handling handicapped guests SCOPE: To ensure all handicapped guests receive appropriate service. PROCEDURE: RESERVATIONS/FRONT DESK If, during the reservation process, the agent is alerted to special guest needs, she/he should: Inquire if an accessible room is required. If so, note in special request field ( PMS) or on the reservation (manual). Inquire if a wheel chair is needed. Again note in SOTHR special request field

Managing room and rate changes efficiently is essential for maintaining smooth hotel operations and ensuring guest satisfaction. At Giri Rose Hotel, recent updates in our operational procedures require a clear, practical Standard Operating Procedure (SOP) to handle these changes. This SOP will guide staff through the process of modifying room assignments and adjusting rates, keeping accuracy and guest experience at the forefront. Front desk managing room and rate changes Purp

Goal: It is Kalihara's policy to effect a room change as quickly as possible when a guest is dissatisfied with accommodations or finds defects that cannot be immediately corrected. SCOPE: To enhance guest satisfaction. PROCEDURE: If no room of similar type is available, the Front Desk Supervisor may be authorized to offer upgraded accommodations at no additional cost to the guest. A Manager, Bellman, Desk Attendant, etc., should immediately be sent to the originating room to

GOAL: Properties will follow a formal procedure for Guaranteed no-show Reservations. SCOPE: To outline the proper way to handle a Guaranteed no-show Reservation from no-show to billing to final resolution. To detail control procedures for the Guaranteed no-show billing process. PROCEDURE: To avoid no-shows from occurring, the Front Desk must periodically, throughout the day, check for duplicate reservations by comparing an in-house guest directory to a current arrivals list

GOAL: All properties will follow established procedures for checking guests in when no rooms are available. SCOPE: To enhance guest satisfaction. To outline proper wait procedures. PROCEDURE: A "wait" situation occurs when no ready rooms are available when a guest arrives at the hotel. The Desk Clerk should inform the guest of the situation and advise him/her as to the approximate length of time before the requested/required room is available. The clerk should explain availab

GOAL: It is KALIHARA'S policy to honor all possible special requests. SCOPE: To enhance guest satisfaction. To define procedures for handling special requests. PROCEDURE: Frequently, guests will request a specific room type, location or feature. Examples of these requests might include "poolside", "connecting", "view of pool", "double/double adjoining a queen", a specific floor or side of the building, etc. While we will honor all requests that we can, there will be some requ

GOAL: All properties will abide by frequent traveler upgrade recommendations when available. Local upgrade procedures to be established at each property. SCOPE: To enhance guest satisfaction; by providing a positive price/value relationship. PROCEDURE: At all times, every effort should be made to sell upgraded rooms at their designated rates. VIP’s and "special" guests should always be upgraded whenever possible, at no additional charge. Guests should be upgraded based upon p

GOAL: All properties will follow a standard, non-revenue room procedure as outlined herein SCOPE: To ensure proper control and accounting for non-revenue room nights. To establish non-revenue rooms approval guidelines, credit authorization procedures, justification requirements and consistent accounting procedures. RESPONSIBILITY: It is the responsibility of upper management to ensure that non-revenue rooms are provided primarily as a means to enhance current or future prof

GOAL : Revenue for parlors, suites and guest rooms used as meeting rooms will be classified as room’s revenue SCOPE: To outline procedures for the use of parlors, suites and guest rooms as meeting rooms. To define set up and servicing procedures for guest rooms used as meeting rooms. PROCEDURE: All reservations for guest rooms used as meeting rooms must go through the Reservations Department. Revenue for guest rooms used as meeting rooms will be classified as rooms revenue. A

VISION: All properties will follow established procedures for Day Use Rooms SCOPE: To define a Day Use Room. To outline procedures for Day Use Rooms. PROCEDURE: Day Use Rooms are regular sleeping rooms rented between the hours of 7:00 A.M. and check-out by 6:00 P.M. The rate for Day Use Rooms will be one half of the normal, full rate. A Day Use Room cannot be confirmed in advance except: Where there is definite and guaranteed availability from the previous evening. When the

VISION: To establish a procedure for the uniform & proper handling of all VIP reservations SCOPE: A VIP program must be limited and carefully controlled to be effective. A VIP is so designated by the General Manager, Rooms Director/Director of Operations, or Director of Sales. Because all VIP's are pre-registered, the person approving the VIP status also assumes responsibility for the individual's credit status. PROCEDURE: Reservations for VIP's will be made on the VIP/Comp a

VISION: All properties will follow an established procedure when it becomes necessary to relocate or "walk" a guest due to an oversold condition. SCOPE: To avoid losing the "good will" of our guests when the property is unable to honor a guaranteed reservation. PHILOSOPHY: In our highly competitive markets, it is the goal of every Front Office to have zero room vacancies in order to maximize rooms’ revenue and occupancy. In many instances, this requires very aggressive sellin

VISION: It is TECTON's policy that late checkout will be accommodated at no charge whenever possible. SCOPE: To define late checkout procedures. PROCEDURE: While we usually specify that there is an additional charge for checkout after the established hour, when possible, we should try to accommodate late checkout requests at no charge. If the hotel is sold out, and we are unable to accommodate a late checkout request, arrangements should be made for storage of guest luggage,

VISION: All properties will develop an Local Standard Operating Procedure for established and published Check-in/Checkout times SCOPE: To ensure that established Check-In/Checkout times are known to our guests. RESPONSIBILITY: Rooms Director/Director of Operations. PROCEDURE: Times should be established based on local market needs and demands. Specifically, the requirements for Corporate/Business market property will be different from a resort-type property. Corporate propert

VISION: All properties will follow established procedures in checking guests in and out at the Front Desk. SCOPE: To ensure a positive guest experience during the check-in/checkout process. To define proper check-in/check-out procedures. PROCEDURE: CHECK-IN 1. All guests are to be greeted warmly by the Front Desk Clerk, using the script as outlined in the Front Desk training manual. At a minimum, the following elements should be present: Smile. Maintain eye contact. Use the

VISION: All properties that have a Concierge Level will follow and maintain the requirements to ensure consistence in the delivery of the product. SCOPE: To provide guidelines on hours of operation, service, food and beverage, guest room amenities and rate structure for the Concierge Level. PROCEDURE: The Concierge Level is one or more floors of upgraded rooms and a guest lounge, equipped with a pantry, where concierge services are provided by an appropriate attendant during

GOAL: To identify the procedures to be used in releasing information on guest accounts to the guests after they have left the property. PROCEDURE: Should a telephone call be received by the Hotel requesting guest information on folios, restaurant checks, lounge checks, etc., the call should be forwarded to the credit manager/supervisor. The caller should be instructed to obtain a letter from the guest signed by the guest indicating the request. The credit manager/supervisor w