SOP -ALLOCATING GUEST ROOM, UPGRADE AND DOWNGRADE SOP Number: FO-02 (SOP serial number and department code) Department: Front Office Date Issued: DATE THE DOCUMENT WAS CREATED Time to Train: 30 Minutes 1) Familiarize with the rooms type in the hotel Memorize the different room categories, their differences, and respective locations so that you can optimize the situation 2) Verify the room specifications on the reservation During check-in, verify with the guest, the room category he has reserved. (Higher floor, Room with special view, Room away from elevator, Twin/Double, smoking/Nonsmoking etc.) 3) Room allocation During check-in, ensure that the room being allocated to the guest matches the room type reserved. Look for the following: - Room rate - No of occupants - Gender of the guest - Source of reservation - View - Guest History - VIP Status 4) Honour guest request - If the requested room type cannot be provided as there are not ready, or - Some guests have not checked out yet, search for an alternative room that is as similar as possible to the one reserved. - Inform the guest about the time required to give him his requested room and check on his convenience to shift the room. 5) Common requests - Couples to be allotted King-size beds, not twin beds. - Non-smoking rooms to be available every day for Special guest request. - Groups of 2 or more guests from same company/TA to be given same category and same floor for their convenience. - Problematic room to be given last and for minimum possible LOS. - For single ladies do not block an inter-connecting room, Also if your hotel has a separate ladies floor / rooms then block those. - Non-smoking guest can be allotted smoking floor but Smoking guest should never be allotted a Non-smoking rooms. - Upgrade should be only for short stay guest, or guest who is paying rack rate or VIPs. 5) Common requests - Couples to be allotted King-size beds, not twin beds. - Non-smoking rooms to be available every day for Special guest request. - Groups of 2 or more guests from same company/TA to be given same category and same floor for their convenience. - Problematic room to be given last and for minimum possible LOS. - For single ladies do not block an inter-connecting room, Also if your hotel has a separate ladies floor / rooms then block those. - Non-smoking guest can be allotted smoking floor but Smoking guest should never be allotted a Non-smoking rooms. - Upgrade should be only for short stay guest, or guest who is paying rack rate or VIPs. 6) Consider other options - Upgrade a guest if you have no other option available, do inform the guest that he is being upgraded on the no availability of his desired room - Any Room Upgrade has to be approved by the Front office manager / Duty Manger. 7) Handle the downgrade situation - If the only available rooms represent a downgrading of the room reserved, explain the problem to the guest and explain the differences between the two room types. - If the guest accepts the change, let him know the earliest possible time that he could move to the room type he reserved and ensure that his room rate is adjusted. - Front office manager to speak to the guest for service recovery if necessary in this case. 8) Room allocation has to be done as per the status of the reservation ie confirmed / guaranteed bookings to be blocked first. Waitlisted / Tentative bookings can be blocked later. 9) Guest with disabilities may need rooms fitted to their special needs, special amenities or services required at the time of reservation. It is always advisable to super block these rooms well in advance. Training Summary questions: Q1. What are the type of rooms available in the hotel? Q2. What all details to verify with the guest at time of check in? Q3. Why is it so important to ensure in the system that the room type requested is the one that is being given? Q4. How do you handle a situation where a room request cannot be honoured? Q5. What are the common requests by the guests? Q6. What are guidelines for room up gradation? Q7. Whom to be informed when a room is downgraded? Q8. Is it a good practice to block problematic rooms for a long stay guest