IKL Knowledge

Policies & Procedures

RESERVATIONS

Hot Breakfast CONTINUED

Breakfast Service Before breakfast service begins, the Package Forecast report should be printed from Opera as detailed below as this will list all in house guests and whether they have the following breakfast types:

• CB – Continental Breakfast (applies to all guests) • EB – English Breakfast (added package at additional cost) • SB – Scottish Breakfast (added package at additional cost)

The breakfast host should ask each guest if they are a resident in the hotel and if they answer “Yes” then they should be asked to confirm their name and room number. This can be checked against the Package Forecast report and each guest get crossed off the report as they arrive for breakfast. The number of covers should be processed in the pub till during breakfast on the day it is consumed using the IKL breakfast button (either as they arrive or at the start/end of breakfast). 12. Early Departure Guests can early depart but depending on the rate booked and the time they inform you, they may incur charges for the remainder of their stay. Any rate on Flexible terms and conditions (applies to all rates apart from Advance Saver and any on Advanced Payment terms and conditions) – The normal Early Departures Policy will stand - if before 12 noon, all outstanding nights to be refunded. After 12 noon, the guest will NOT be refunded for that evening’s accommodation. Refund to be processed in OPERA on the guests folio which will update your OPERA figures for when you enter your WSOB stats. 13. Corrections and Adjustments You may need to adjust or refund a guests bill from time to time e.g. following a guest complaint. Discounting rooms’ onsite is not otherwise permitted without authorisation from the Revenue and Sales Development Manager and Pricing Manager. All adjustments and refunds should be thoroughly documented in OPERA and through the Business Zonal Till as per the MAB refund policy. Advance Saver or any rate on Advanced Payment terms and conditions – None of the guests stay can be refunded.

Early Departure

Corrections and Adjustments

Transaction Codes Relevant to Bedrooms in OPERA:

1000 1002 1004 1006 1008 1010 1012 1014

Accommodation No Show Charge

Late Cancellation Charge Cancellation Charge Early Departure Charge Late Departure Charge

Smoking Charge

Hotel Damage / Theft Charge

Transaction Codes Relevant to F&B

2000

Breakfast Food

If a guest fails to arrive , the normal No Show Policy will stand; the guest will be charged for the first night. You MUST inform CRO prior to 9am with the status of all NO SHOW reservations including late arrivals A guest may decide to depart early. In this case, the normal Early Departures Policy will stand - if before 12 noon, all outstanding nights to be refunded, providing the rate is a flexible rate and not a pre-payable non refundable rate. The guest must depart the room by 12 Noon to receive a refund for that night’s accommodation. Refund to be made to the card charged and revised receipts to be issued to the guest.

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Innkeeper’s Lodge

Policies & Procedures Guide