REBATES

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 rebates must be circulated for review and approval by the General Manager, Rooms Director/Director of Operations and Controller.

PROCEDURE:

1. When a guest indicates that he/she has a complaint about his/her rate, charges on his/her bill, or some other area of service, and the Desk Clerk/cashier feels that an adjustment may be necessary, the Front Office Manager, Front Desk Manager or supervisor should be made aware of the situation.

2. If a situation arises where it is absolutely necessary, a rebate may be authorized and handled by the Desk Clerk/ cashier, however, all such rebates must be reviewed by the Front Desk Manager or supervisor at the end of the shift. This should occur only when it is the only way to placate or satisfy the guest.

3. When the decision is to make a rebate, the cashier will prepare the rebate

4. voucher. The voucher must contain the following information:

   • Date

   • Name of Guest or Group

   • Room or Account Number

   • Signature of Authorized Manager or Supervisor

   • Complete Explanation for the Adjustment

   • Amount of the Adjustment

   • Correct Account Code that the rebate is to be charged to

5. The voucher is then placed with the other rebate vouchers that have been run for that day for review by the Night Auditors.

6. All rebates will be signed by the Shift Supervisor.

7. The Rooms Director/Director of Operations will also maintain close supervision over rebates. He/she will review and approve all rebates on a daily basis and will investigate and reconcile any unusual or recurring rebates.

8. It should be noted that when rebates occur after check-out, the rebated medium should be the same as that used for payment of the folio, i.e., if a credit card was used, a credit card "credit" voucher must be prepared; if the bill was paid by check, a check should be requested from Accounting for the rebate