Room Charge & Rebate

Objective 

To ensure that room’s revenue is properly accounted for and rebates are given only for genuine reasons.

Procedure：

1. Posting Of Room Charge 

   1. Regardless the rate packaging, all inclusive elements such as service charge, tax, breakfast, welcome drink, etc. should be taken out in arriving the gross Room Charge. Then should the Room Charge be posted into the guest account.

2. Apart from day use room(same check in and same days out, and when the Night Audit running ), all room charges will be posted separately with service charge and tax by PMS, nightly during the guest check in or after the Night Audit running. Day rate could be entered into the guest account by the staff handling upon guest check – in to avoid forget when the guest check out. Consequently this transaction should be supported by a Reservation slip and confirmation or also registration signed by guest .

2.   Day Use, Late Check Out & Early Check In

The followings activities will be defined as Day Use, Late Check Out and Early Check In.

• Day Use: only for new guest (means non in-house guest) if stay hotel within 6 hours.       

• Late Check Out: only for in-house guests, if guest want late check-out within 6 hours. (12:00pm – 6:00pm).

• Early Check In: if have guest after day end close and before 6:00am check in.

• When handling such check-out, the Front Office Guest Service Agent should inform the Assistant Manager for confirmation of charge of day use. By then the Assistant Manager should determine to charge or not.

• A Day Rate Slip in triplicate copies will be opened by the Assistant Manager and forwarded to the Front Office Guest Service Agent for posting to the guest account. However, the guest should be informed and to confirm such charge by him/ her. The distributions of the Day Rate Slip will be as follows:

  • 1^st   Copy        -   To be retained by guest 

  • 2^nd   Copy       -   To be kept in guest folio 

  • 3^rd   Copy        -   To be submitted to Income Auditor 

    
    

• Normally, it should be a routine procedure that the Due-Out rooms to be called, practically before 12:00 by the Reception staff for confirmation of check-out time or extension of stay. When it is done, the Assistant Manager should determine whether the charge will be and regardless the decision, Day Rate Slips for each late check-out room should be opened.

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• A separate department key in the Hotel System namely “Day Use Rate” will be built in order to segregate the transactions from the regular Room Charge.

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• Day use room should be counted as one room night in computation of occupancy.

  
  
  
  

  3. Complimentary 

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     1. Any free room granted for business will be defined as Complimentary and should be subject to General Manager’s prior approval, or Director, Finance & Business Support in his absence.

     2. A Complimentary Room Request in triplicate copies should be opened by the requesting person and forward to the General Manager for approval. The distributions of the Complimentary Room Request will be as follows. 

     
     

     • 1^st   Copy        -   To be forwarded to Front Office          

     • 2^nd   Copy       -   To be forwarded to Reservation Dept.  

     • 3^rd   Copy        -   To be retained by the Income Auditor  

     
     

     2. For group complimentary, the Request could be exempted but it should be written in the Group Order prepared by the Sales Department. The Income Auditor should verify daily on the accuracy of the rooms granted against the Sales Contracts / Agreements made. Any discrepancy found should be reported to the Director, Finance & Business Support and General Manager.

     
     

     3. The approved Request will be forwarded to the Reservation Department for reservation. Upon guest arrival, the original copy of the Request will be filed with the Registration Card; consecutively the 3^rd copy will be forwarded to the Income Auditor for verification against the Complimentary Room Report.

     
     

     4. Room Rebates  

     
     

     1. Any dispute or discount on room charge due to clerical carelessness, guest complaint and whatever reasons, the Room Rebate Voucher should be opened with the following information.

     
     

     • Date of rebate

       • Room Number 

       • Guest Name 

       • Reasons of rebate 

       • Period incurred 

       • Deduction amount entered separately for room, service and tax 

       
       

       2. The following designated personnel are authorized to approve Rebates in accordance with their approval limits 

       
       

        Designation                                          Approval Limited

       
       

       General Manager                                          

       Director, Finance & Business Support      

       Front Office Manager      

       Manager on Duty

       Duty Manager 

       Front Desk Supervisor

       
       

       For ease of operation, Rebates exceeding the respective limits can be initially approved by the Manager on duty / Front Office Manager at Front Office and thereafter countersigned by the appropriate personnel mentioned above.

       
       

       1. The Income Auditor will review the Rebate Voucher on the next working day. After being checked, it will be forwarded to the Director, Finance & Business Support and General Manager for further approval

The above policy will be reviewed periodically and may be revised, amended or changed accordingly.