《Front_Office_SOP》.docVIP

Front Office Standard Operating Procedures Policy : Guaranteed Booking PP No : Department : Front Office Effective Date : Issued by : Front Office Manager Approved by : _________________________ Director Of Rooms _________________________ General Manager Purpose : To ensure that the bookings are guaranteed by an advance deposit prior to the actual check-in date. Procedures: The money received prior to the check-in date should be posted as a reservation / booking advance deposit into the system (Fidelio). An advance deposit will therefore guarantee the booking no-show, the deposit will then be forfeited. The deposit may not be refunded if the Guest did not arrive and the booking was not cancelled in advance. An advance deposit should be posted against the booking and a receipt issued to the Guest as verification that the deposit has been received. The reservation / booking should then clearly show a credit amount in the account. An advance deposit may be required for a group booking, a booking made by a company with no credit facilities or to guarantee the booking. An advance deposit should be equal to or bigger than the first night’s accommodation charge. For groups, conferences, etc. the initial deposit should be equal to the first nights’ accommodation charge for the entire rooms booked.  Policy : Handling a Day Use Room PP No : Department : Front Office Effective Date : Issued by : FO Manager Approved by : _____________________ General Manager _____________________ Director of Rooms Purpose : To ensure that all day use rooms are properly recorded and charge applied. Procedures: Day use rooms are generally booked for the hours of 09.00 to 17.00 A day use room is one which is not actually recorded as a room sold as the occupant checks in and out at the same day. Rates for the day use will vary depending on check-out time and if the room can be resold. Generally, these are 50% of the rack rate for the room or