Information Sheet 8 TYPES OF UPGRADES
Processing Guest Requests 1. SELL OF SUITES AT NORMAL
RATE-During a fully booked
LEARNING OBJECTIVES situation the suites are given to
At the end of this module you MUST be able regular guests at their quoted rate
to: in order to free up the regular
1. Explain the procedure in processing rooms for other guests. This acts as
guest requests; a goodwill gesture to the corporate
2. Identify different guest transactions guests and helps with the shortage
of regular rooms for the hotel
OCCUPANCY - GUEST STAY IN THE
2. GUEST WHO HAD BAD
HOTEL
EXPERIENCE-It is usually hotel
The stage of occupancy begins when practice to upgrade a guest who
the guest enters the guestroom, is has had some sort of bad
seated in the restaurant dining room, experience at your hotel
drives away in the car, or walks into 3. COMPLIMENTARY GUESTS-A
the first guest area of the attraction. guest who receives a
This is the time when the guest complimentary room is regarded as
expects to be immersed in the an upgrade because there is no
experience so they may see, do, eat, revenue to equal the cost of the
and explore. The most important room.
thought for all employees and the 4. DISCOUNTED ROOMS-All rooms
business is to deliver on the guest that are discounted are regarded
experience promises made during the as upgraded - they are getting a
pre-arrival and arrival stages. better room than what they are
POSTING GUEST TRANSACTIONS IN paying for.
FOLIOS
ROOM CHANGE REQUESTS
TRANSACTIONS BETWEEN THE GUEST AND THE
Guest room make a large component
HOTEL OCCURS DURING THE OCCUPANCY STAGE
(A) ROOM SERVICE of the guests’ overall experience at a
(B) ROOM CHARGES AND TAX hotel. In case a room does not match
(C) RESTAURANT the guest’s expectation, the guest
(D) HOUSEKEEPING – LAUNDRY may want to change the room.
(E) VISITOR’S PAID OUT
Guest transactions can be settled in cash A guest may want to change his/her
or charge to their room account room in following circumstances-
Posting of guest transactions is • If the room assigned is not as per choice.
accomplished on day-to-day basis and • If one or more equipment are not working.
must be reviewed by the night auditor at • If number of occupants in the room
the end of day operations changes
GUEST SPECIAL REQUESTS The hotel may wish to change the
Special facilities for guests with a guest’s room for the following reason –
disability • If the guest was upgraded due to non-
Chocolates and wine in the room availability of requested category of room.
Extra bed/baby cot • If the guest wishes overstay and the hotel
Stocking the mini-bar with a specific does not have a room of same category.
beverage • if room requires maintenance work It is
extra hangers important for the hotel and the guest to
extra soap, shampoo or conditioner to mutually agree on the change of rooms to
be placed in the room avoid any unpleasantness
PROCESSING GUEST REQUESTS ROOM CHANGE REQUESTS
A. PROCESS UPGRADES
The process of putting a guest into
a better room than they are paying
for is referred to as "upgrading" the
guest. check
advise
update
guest of move guest
Upgrades may occur for a variety of identify the availability
the to new
room
problem of room status and
reasons but they will inevitably required
availability room
guest folio
of room
mean that the hotel does not
achieve the maximum revenue for
the rooms that are occupied on that
night
Room Change Type
1. Live Move – This applies to room
move done in the presence of the
guests.
2. Dead Move – This applies to room
move through guest requests and
after proper verification of the guest
identities or through proper
authorization from guests in his /her
absence
Procedures - Live Move
1. Listen carefully to the guest, ensuring
that the reasons for requesting room EXTENDED STAY REQUESTS
change is fully understood
guest request
2. Apologize for the inconvenience which
extended stay
may be caused as a result of the room
defect or mishandling in the earlier
room assignment or noting of the
guest preference check availability of room
3. as much as possible allocate a room currently occupied
close to or on the same floor to the
existing room
if available, if there is expected
4. Have the guest approved the new
grant guest check-in, re-room
room before accomplishing the room
request the guest
change form then have the bellman
deliver the new key to the guest
5. Housekeeping will assist guest in
moving to the new room PROCESSING VARIATIONS OF GUEST
Procedure for Dead Move NUMBER AND RATES
1. if the guest has a request to have A. GUEST NUMBERS
his/her belongings moved while he/she The best way of checking the guest
is not in the hotel, the duty manager count is when "turndown" service is
must ascertain the proper conducted in all occupied or expected
authorization and guest verification to to be occupied rooms.
ensure instructions given are accurate Turndown service is the process of
and proper closing the curtains in the room,
2. duty manager must be accompanied changing used towels, turning on a
by a security officer in the moving so lamp, removing and folding the
as to ensure proper inventory on the bedspread, turning down the top of
guest belongings and to act as witness the bed, placing the room service
to each other menu on the bed and a mint or little
3. duty manager must ensure that the gift from the hotel on the pillow for the
room changes are updated number of guests in the room.
accordingly in the property When housekeeping comes into the
management system and that rooms to provide this service they
communications are left for the team usually do a check on the guest count
members at the front desk to hand to see if it matches what is on their
over the new room keys to the guest occupancy report.
upon his/her return to the hotel B. IN-ROOM RATES
The greatest percentage of revenue in
an accommodation hotel comes from
the sale of the rooms.
So it is important to try to sell the right
room at the right rate and make sure
the guest is allocated to the room
equal to the rate they are paying. The
exception to the rule is when the hotel
has discounted rates for different
groups of travelers
PERFORMING WAKE-UP CALLS
Automated Wakeup call or 1st wakeup
call would be performed by the EPBX
automatically.
The Reminder wakeup call or follow up
call or 2nd Wake-up call need to be
performed by the Front desk staff or
the telephone operator.
Once the 2nd wakeup call is
completed ticket mark that
reservation on the report and update
the remarks section on the report.
If the Guest does not answer to the
2nd reminder call, then try again after
5 minutes.