NO SHOW ROOMS

Guest Expectation:

To ensure the confirmation of the vacant status of a guestroom if the room

has been allocated as an arrival on the day prior and the guest has not

arrived to occupy the guest room after it has already being checked in to the

property management system.

HOW/ STANDARDS

• A “No Show” occurs when a room is booked and fully guaranteed by a company or guest

  but the guest does not show up and occupy the guestroom. Front Office checks the room

  into the property management system, in order to charge the guest/company the room

  charge and therefore the room will appear as an occupied dirty room on the housekeepers

  report the following morning, but may not be aware until the room attendant cleans the

  room.

  
  

• After entering the room as per the standard operating procedure, establish that the room is

  vacant and that there is no luggage or personal belongings in the room and that the room

  has not been used at all, including the bathroom area.

  
  

• Contact the housekeeping supervisor or housekeeping office, so the housekeeping

  supervisor can be immediately advised of the status of the guestroom. This is very

  important as Front Office needs to be informed so they can followup with reservations to

  ensure the booking is checked and guest or company contacted to identify if the details of

  the booking are correct.

  
  

• Record on your room attendant’s work sheet that the guestroom is a “NO SHOW” so if

  necessary another room can be allocated by the housekeeping supervisor to clean, as a

  replacement for the vacant clean room.

  
  

• The housekeeping supervisor should then contact the Front Office Supervisor or Duty

  Manager to follow up on the correct status of what the no show room should be so they can

  update the room status or have it checked out of the system, as necessary.