IKL Knowledge

Policies & Procedures

RESERVATIONS

7. Credit Card Procedures

Credit Card Procedures

Credit Card transactions should be matched in the Opera System. If the guest pays with a different card to the one that the booking was guaranteed with, Opera must be updated to the correct payment type, so that the cashiering process can be reconciled.

Card Acceptance

• There is no minimum transaction limit • Switch / Maestro - in all sites • Electron - in all sites

• Debit - in all sites • Visa - in all sites • MasterCard - in all sites • American Express • No credit card accounts must be set up at a local level

Charge backs and disputes

• In the event that your site receives a charge back notification, then it is the responsibility of the General Manager to ensure that the site complies with any instructions and submit appropriate evidence to Barclays Merchant Services (BMS) via the Bank Reconciliation Dept and within timescales they advise • Failure to do so will result in the disputed value being charged as a cash loss to the site’s profit and loss account.

Stolen credit cards

• If a credit card is declined, follow the instructions on the PDQ terminal or those given by the authorisation centre • Complete the Barclays Merchant Services claim form to claim the £50 reward. This only applies if the ‘Keep Card- Declined’ or ‘Pick Up Card’ message appears on the terminal, the team would need to send the card back along with the recovered card form (available from Barclaycard) • Any reward payment is totally at the discretion of Barclays Merchant Services and not Mitchells and Butlers • Team members should put their own personal safety first at all times • If you believe you have been handed a stolen card, you can contact BMS, quoting your merchant number, on 08448 11 66 66

8. Third Party Authorisation Forms

Third Party Authorisation Forms

If the cardholder is not present at the time of check in, it is Mitchells and Butlers policy to ensure that there is a Third Party Authorisation form in place or the guest cannot check in as the card on the booking cannot be charged. If you can obtain the completed form via email then you can check the guest in. It is in our terms and conditions that the guest will be expected to pay on arrival. Verbal confirmation is NOT acceptable. If the TP auth form has been sent to CRO in time, it will be uploaded to the Opera System and visible to the lodge. If it has not been received during CRO opening hours, then the guest needs to pay directly. If they choose to cancel, the booker will be liable for the charges.

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Innkeeper’s Lodge

Policies & Procedures Guide