IKL Knowledge

Policies & Procedures

RESERVATIONS

9. Gift Cards, Vouchers and Coupons

Gift Cards, Vouchers and Coupons

All gift cards, vouchers and coupons issued by Mitchells and Butlers or external suppliers must be dealt with in the following manner:

• All gift cards, vouchers and coupons are considered as ‘cash’ and therefore any that are lost will be processed as a cash loss • A valid IKL till receipt must be attached to all gift cards, vouchers and coupons with the name from the team member who completed the sale • All relevant details on the gift card, voucher or coupon must be completed • All vouchers must be crossed through and initialled by the team member on the face of the voucher • All vouchers and coupons must be retained in your end of week envelope • Only vouchers in a current promotion to be accepted • For National Promotions, the guidelines that are issued relating to the promotion must be adhered to and retained as authority to run the promotion • Reservations for the friends and family discount can only be made with our Central Reservations Team. You must complete a voucher and have it signed by your line manager. This must be given to the guest before the arrival date if the MAB employee is not staying • Gift Cards - All reservations must be guaranteed to a valid debit/credit card. Gift cards can be used as payment on arrival only. Select payment type “GIFTCARD” at the payment window in opera during check in and enter the 16 digit voucher number in the reference field on the payment window. Process the gift card/email/SMS 16 digit number through the PDQ and attach the hotel copy from the PDQ to the hotel copy of the pro-forma folio from Opera. This payment value will be declared automatically along with all other Opera transactions through the end of day process which is declared onto the WSOB on line 12. • It is important not to mix up Gift Card Payments with Gift Experience Vouchers and it is the

responsibility of the GM to ensure that they are familiar with the processing of Gift Experience Stays – which is detailed in the Opera Training Manual.

10. External Accounts/Debtors

External Accounts/Debtors

Opening of Accounts

• Before accepting a debtor, written authority must be obtained from your Brand Retail Director and the IKL Revenue & Sales Development Manager • A credit application form must be completed • Line 201 – Debts raised to be used on the WSOB • IKL’s are only permitted a maximum of 3 agreed debtors per site • Maximum allowable debt exposure at any point in time is £8k per debtor • The General Manager is fully responsible for the managing of the account and for issuing invoices for the outstanding sum at regular intervals • All debts should be recovered by the end of the following period • Regular debt chasing must be performed at a minimum of 30, 60 and 90 day intervals • Any debts not retrieved within 90 days, must be reported to the RBM • All debtors must be entered to the WSOB on a daily basis • The Weekly Schedule of Debtors must be completed on a daily basis • No invoices will be raised centrally; all invoices must be raised via the site

It is the responsibility of the GM to arrange for the necessary additional training to manage debtors locally

11. Extra Packages

Extra Packages

Hot Breakfast

Guests can add on packages when they book online and via voice. One of the available packages is our hot breakfast. Opera will automatically raise the relevant amount upon check in and both the room and the hot breakfast should be charged on arrival.

All guests with this package selected can be identified on the Detailed Arrivals List report, which must be checked daily as part of the morning preparation for arrivals that day.

CONTINUED

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Innkeeper’s Lodge

Policies & Procedures Guide