ROOM AND/OR RATE CHANGES

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

Purpose of the SOP

This SOP aims to:

• Provide clear steps for handling room and rate changes.

• Minimize errors and miscommunication.

• Ensure compliance with hotel policies and pricing strategies.

• Enhance guest satisfaction by responding promptly and accurately to requests.

  
  

Scope

This procedure applies to all front desk staff, reservations team, revenue management, and any personnel involved in booking and rate adjustments at Giri Rose Hotel.

When to Apply Room and Rate Changes

Room and rate changes may occur due to:

• Guest requests for room upgrades, downgrades, or different room types.

• Errors in initial booking details.

• Changes in hotel occupancy or pricing strategy.

• Special promotions or discounts applied after booking.

• Operational needs such as maintenance or overbooking.

  
  

Step-by-Step Procedure for Room Changes

1. Receive Request

   Confirm the guest’s request for a room change either in person, by phone, or through email.

   
   

2. Check Availability

   Use the Property Management System (PMS) to verify if the requested room type or specific room is available for the guest’s stay dates.

   
   

1. Confirm Rate Impact

   Determine if the room change affects the rate. For example, upgrading to a suite may increase the price.

   
   

2. Inform Guest

   Clearly communicate any rate differences or policy changes to the guest before confirming the room change.

   
   

1. Update Reservation

   Modify the reservation details in the PMS, including room number and rate if applicable.

   
   

2. Notify Relevant Departments

   Inform housekeeping, maintenance, and other relevant teams about the room change to prepare the new room accordingly.

   
   

1. Document the Change

   Record the reason for the change and any guest communication in the reservation notes for future reference.

   
   

Step-by-Step Procedure for Rate Changes

1. Identify Need for Rate Change

   Rate changes may be triggered by guest requests, promotional offers, or corrections to booking errors.

   
   

2. Verify Eligibility

   Confirm the guest’s eligibility for the new rate, considering booking terms, cancellation policies, and promotional conditions.

   
   

1. Calculate New Rate

   Adjust the rate in the PMS, ensuring taxes and fees are correctly applied.

   
   

2. Communicate with Guest

   Explain the new rate and any implications, such as changes to payment or cancellation terms.

   
   

1. Obtain Approval

   For rate decreases or exceptions, secure approval from the revenue manager or front office manager.

   
   

2. Update Reservation and Billing

   Enter the new rate in the system and adjust the guest’s folio accordingly.

   
   

1. Confirm Changes

   Send updated confirmation to the guest via email or print a revised booking confirmation.

   
   

Handling Special Cases

• Group Bookings

Changes to room assignments or rates for group bookings require coordination with the group coordinator and approval from management.

• Last-Minute Changes

For urgent changes, prioritize guest satisfaction but ensure all updates are documented and approved as soon as possible.

• Complimentary Upgrades

When offering free upgrades, document the reason and obtain managerial approval to maintain transparency.

Best Practices for Staff

• Always double-check availability and rates before confirming changes.

• Maintain clear, polite communication with guests to manage expectations.

• Use the PMS notes feature to keep a detailed record of all changes.

• Coordinate with other departments to ensure smooth transitions.

• Follow hotel policies strictly to avoid revenue loss or guest dissatisfaction.

  
  

Training and Monitoring

Regular training sessions will be held to keep staff updated on the SOP and any system changes. Supervisors will monitor compliance and provide feedback to ensure consistent application of procedures.

Benefits of Following This SOP