SOP Intercontinental Group Assistant Manager No shows41770

WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS1 Check expected arrival Before commencement of Night Shift, Night Manager must check the Expected Arrival Report.. Why does the Night Manage

STANDARD OPERATING PROCEDURE

NO SHOWS

GUEST

N/A

TIME TO TRAIN: 10 minutes

Why is this task important for you and our guests?

Answers:

1 We must ensure no duplicated bookings are in the system.

2 We must maximize the hotel’s revenue.

3 Avoid guest complaints.

4 Demonstrate my professionalism.

WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS

1) Check expected arrival Before commencement of Night Shift,

Night Manager must check the Expected Arrival Report

Why does the Night Manager need

to check the expect arrival report?

2) Check reservation to ensure

no duplication Check reservation correspondenceagainst the computer and make sure

all the information in the system is accurate

How do I retrieve the reservation correspondence?

3) Attach report Attach the correspondence to No

Show Report Why do we have to attach the correspondence to the No Show

Report?

4) Make copies Make a copy of the No Show Report

along with all the relevant supporting documents for back up

Why do we have to keep the documents for back up?

5) Review and proceed charges Night Manager will review No Show

report with the Revenue Manager on

a daily basis and pass the relevant information to Credit Department for

No Show charges

Only guaranteed reservation will be charged for one night

What should we do if the guest strongly complains about the one night charge?

Summary questions:

1 a) What is a No Show?

b) Why does the Night Manager need to check the expect arrival report?

2 Why do I have to check the reservation?

3 Why do we have to attach the correspondence to the No Show Report?

4 How many copies have to made and who receives them?

5 a) What should we do if the guest strongly complains about the one night charge? b) Who reviews no show report? What action is taken as a result?

Now ask the Trainee to practice the whole task from start to end to test

competency.