IKL Knowledge

Policies & Procedures

RESERVATIONS

1. Introduction

Introduction

This states the Mitchells and Butlers policies and minimum standards relating to the Opera Lite reservations system used within the Innkeeper’s Lodge. These policies and procedures are designed to ensure that potential loss is minimised and that all revenues are correctly accounted for. All colleagues involved in using the system should understand these processes in each individual site. All system users must read and fully understand the elements of the management policy that are relevant to them. It is the overall responsibility of the General Manager (GM) to ensure that all policies and procedures are implemented operationally in the business they are responsible for.

In the event that any employees are unclear or unsure of the policies and procedures, then they should contact their Retail Business Manager (RBM) immediately for clarification.

2. Log In Users

Log In Users

Opera Lite gives us the opportunity to set up individual employee logins, it is important these are implemented and used for audit trail.

• All users must have their own unique login and password • Passwords are valid for 30 days and you will be prompted to change it • Failure to update passwords locks the user out of the system • Managers can unlock/reset team members passwords • New starters and leavers are added/removed by contacting the brand administrator Business Critical –Manager unable to Login Please contact our CRO team on 08451 551 551 and explain the situation and they will re-instate your user ID.

3. Guest Profiles

Guest Profiles

Every guest that stays with us has to have a profile and this profile contains their personal information as detailed below:

Guest Last Name, First Name, Title Address

Required (Legal requirement)

Required (Legal requirement)

Nationality

Desirable but not essential

VIP

Used to identify guests based on a pre-determined table

Car Registration

Required

Communications: • Telephone

Required

• Mobile

Required

• Email

Required

Guest Privacy and Mailings Allow Email:

Required (Marketing Opt In) Allow Mailings (Mailing Lists): Desirable but not Essential Notes:

Required where further information is relevant to the booking

Options:

Require for guest preferences e.g. Low Floor Room etc

Our process is that all guests have a complete profile with as much information as possible and the above list the details that are required. When multiple rooms are booked at once you are required to complete each reservation with the individual guest name and details (every effort should be made to obtain this information).

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Innkeeper’s Lodge

Policies & Procedures Guide