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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

GOAL: To ensure proper control over all guest ledger activity SCOPE: To provide the necessary controls and audit trails needed to maintain the integrity of the guest ledger. AUTHORIZATION: Only the Front Office and Night Audit Staff will have access to the Guest Accounting Option (PMS). No other department will have access to this option or its related functions. RESPONSIBILITY: The Front Office will be responsible for all transactions in the guest ledger. PROCEDURE: FRONT OF

GOAL: All Direct Billing privileges will be authorized and controlled by the Accounting Department SCOPE: To establish procedures for the approval of Direct Billing privileges. To outline procedures for handling Direct Bill accounts. RESPONSIBILITY: ACCOUNTING 1. If a company wishes to obtain Direct Billing privileges with the hotel, they must first submit a Letter of Authorization for Direct Billing" to the Accounting Office. 2. The "Letter of Authorization for Direct Billin

GOAL: This procedure is designed to insure all measures are in strict adherence to our Corporation’s primary financial controls regarding cash handling/cashier procedures. SCOPE: To control and monitor all cash, check, and credit card transactions at the front desk in order to effectively preserve and maintain hotel assets, maximize revenues, and promote operational efficiencies. PROCEDURE: Controls Each clerk will be issued an individual bank, upon completion of a Bank Reque

GOAL: Cash can occasionally be paid out on behalf of a guest and posted to the guest's room account. SCOPE: To outline guest paid-out procedures. PROCEDURE: Paid outs can be made for: • Payments to transportation companies. • Payments to florists. • Refund of account balance when paid in advance by cash. (Do not use paid out when guest paid by check at check-in.) Paid outs cannot be made to a guest as a cash payment when the guest is settling his accounts with a credit card.

VISION: All rebates or adjustments for charges posted to a guest or group master account must be prepared on a rebate slip and submitted to an authorized member of management or designated associate for approval. SCOPE: To outline rebate procedures. To control rebates and define required authorizations and approvals for rebates. AUTHORIZATION: Rebate authorization will originate with the Front Desk Manager, Front Office Manager or Rooms Director/Director of Operations. All re

GOAL: All guest charges (vouchers, guest checks, etc.) from all hotel operating departments will be processed through the Front Desk. SCOPE: To ensure the proper posting and billing of all guest charges. PROCEDURE: GENERAL Copies of each day's charges for all departments must remain at the Front Office for at least seven days from the date of posting in case a question should arise concerning the charge. Supporting documents or validation are required for every charge voucher

GOAL: Petty Cash disbursements from the Front Desk will be made in emergency situations only when the General Cashier is not available PROCEDURE: All Petty Cash disbursements should be from the General Cashier. A Petty Cash slip must be completed listing the following information: • Amount (not to exceed $25.00). Include attached receipt. • Reason/What it is for. • Account number to which it is to be charged. The Executive Committee member and General Manager or Controller mu

GOAL: All properties will follow a formal procedure for the control and use of Gift Certificates. SCOPE: This policy will cover individual property Gift Certificates as well as franchiser Gift Certificates. To offer basic procedures for the control and use of Gift Certificates for Front Desk, Food and Beverage Outlets, Gift Shop and Accounting. RESPONSIBILITY: The overall Gift Certificate Policy will be monitored by the Controller. PROCEDURE: FRONT DESK/NIGHT AUDIT All Gift