SOP Intercontinental Group Assistant Manager High balance report41771

STANDARD OPERATING PROCEDUREHIGH BALANCE REPORT TASK NUMBER: ASSM-0003 DEPARTMENT: Assistant Manager DATE ISSUED: January 2005 GUEST EXPECTATION: N/A TIME TO TRAIN: 20 minutes Why

STANDARD OPERATING PROCEDURE

HIGH BALANCE REPORT

TASK NUMBER: ASSM-0003

DEPARTMENT: Assistant Manager

DATE ISSUED: January 2005

GUEST

EXPECTATION: N/A

TIME TO TRAIN: 20 minutes

Why is this task important for you and our guests?

Answers:

1 Guest can experience our efficiently and accurately service.

2 We must maximize guest satisfaction.

3 Avoid guest complaints.

4 Demonstrate my professionalism.

5 Improve GSTS score

WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS

1) Understand the high balance Assistant Manager must check High

Balance Report on a daily basis and highlight high balances on the list and appropriate action must be taken according to the method of payment listed below

High Balance accounts must be reviewed and the appropriate actions taken in order to anticipate credit risks and avoid unnecessary financial loss

Credit Card Authorization or Cash Deposit is collected upon check-in

However, guest balances may exceed their Credit Limit

Therefore, the following procedures must take place

Is it really necessary to review the high balance report everyday?

What is the appropriate action?

How much deposit do we need to take?

2) Cash payment: Assistant Manager must contact the

guest and ask him to review his bill and politely ask for an additional deposit

The total amount requested must be

equal to the Guests average daily expenditure, multiplied by the number of days the guest intends to remain

Why does the Assistant Manager have to ask for an additional deposit from the guest?

What can I do if the guest is really running out of cash?

in the hotel.

3) Credit Card payment: Assistant Manager must contact the

guest and ask him to review his bill and ask for an additional credit authorization

Obtain guest’s credit card

The total amount requested must be equal to the

guests average daily expenditure, multiplied by

the number of days the guest intends

to remain

in the hotel

Attach the credit card voucher to the registration

card

What should I do if the guest refuses to respond ?

How can I find out what the average daily spend is?

4) Billing the Company For a guest who has billing

arrangement to charge back to a company, all the details must be forwarded to the Credit Manager

Credit Manager has to contact What is the role of the Credit Manager in a hotel?

guest’s company.

Any changes FOM/AFOM/AM will be informed

High Balance Report needs to be signed by Assistant Manager and reviewed by FOM/AFOM

Get trainee to practice

Summary questions:

b) Is it really necessary to review the high balance report everyday?

2 a) Why does the Assistant Manager have to ask for an additional deposit from the guest? b) What can I do if the guest really is running out of cash?

3 When do you request to obtain the guest’s credit card?

4 Who needs to take the responsibility of the Credit Check Report?

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