ROOM CHANGE AFTER CHECK-IN

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 deliver the new room key.

The individual delivering the key should offer to assist the guest with baggage, if the Bellman is not present. Under no circumstances should the guest be asked to return to the Desk for a new room key.

After the room change has been completed, Housekeeping must be notified so the room may be cleaned or "tidied" as necessary. This may be communicated through PMS.

Procedures should be followed as outlined in Kalihara Front Office SOP "Room and/or Rate Changes"