IKL Knowledge

Policies & Procedures

RESERVATIONS

14. No Shows and Late Cancellations Matrix

15. Out of Order Rooms Policy

Out of Order Rooms Policy

Please ensure that you follow the out of order rooms procedure at all times to ensure any sales and occupancy loss is restricted to an absolute minimum.

NOTE - You must inform your RBM and the Revenue Manager if any rooms are put Out of Order.

Rooms should be returned to sale as soon as possible to avoid lost room, food and beverage revenue. The number of off rooms will be collated in the Weekly Hotels Report and the target is < 1% of off rooms per year.

Process A room can only be removed from sale for one of the following reasons: • Flood – bathroom or room • Loss of a utility – water, heating, electricity

• Major breakage which compromises guest’s health, safety and security which cannot be repaired within the call out window. For example, smashed window, collapsed ceiling/floor This does not include broken beds, headboards or doors • Serious guest incident – any reason which calls for the room to put off for police or further investigation Where such maintenance issues arise a call must be logged to the nominated contractor immediately, emphasizing that it is a Priority Call . Where possible the room should be returned to let status as soon as possible (within 24 hours). Once the call has been logged with the nominated contractor, a call or e-mail should then be sent to the RBM informing them of all the details including the anticipated date that the room would be returned for sale. It is mandatory to put a full comment in the Opera Reservation System, giving brief details, the call log no, and anticipated date of the fix. Rooms should not be taken off for future dates unless the relevant repairs/maintenance have been authorised and arranged.

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Innkeeper’s Lodge

Policies & Procedures Guide