IKL Knowledge

Policies & Procedures

RESERVATIONS

16. Team Accommodation Procedure and House Use Rooms

Team Accommodation Procedure and House Use Rooms

Under no circumstances should the Out of Order room procedure be used for team accommodation (this includes relief team, RBM’s, etc).

In all cases a reservation should be made and the value of the stay claimed back via the MAB RBM/ GM expenses process.

It is sometimes permissible to book in a reservation on a HOUSE use rate code. This can only be used for team in that business, and should not block out sale. This means this cannot be used in advance but for emergencies only. Rooms should not be used to accommodate team purely for convenience. Any questions please contact the Revenue and Sales Development Manager

17. End of Day Procedure

End of Day Procedure

End of Day is a process that finalises that days check in, check out, payments etc. This must be actioned before the pub closes (ideally between 10pm & 11pm). Any reservations/guests left to arrive should be left as they are in the system and when the End of Day process is ran they will become No Shows. No Shows must be processed the following morning where all relevant No Show charges are to be charged against the credit / debit cards used to reserve the bookings (see Matrix in the No Show and Late Cancellation section on previous page). It is the responsibility of the GM to ensure that the End of Day Procedure is run correctly and timely and this should be done before 6am the following morning. Lodge Hand-Over Diary At the end of each day, it is mandatory that the Manager on duty updates an Innkeeper’s Lodge Hand-Over Diary, to ensure that messages are passed on and the team are kept updated with any relevant actions from the previous day. This should cover any relevant information but the list below will give you some ideas of key things that should be noted each night in the diary: • No shows - using the No Show report from the End of Day process. • Any guest complaints from that day • Any updates or news that needs to be passed onto the team for the next day • Any orders placed or needing to be placed • Guest requests Arrivals by Name To run your Arrivals report each morning, go to the Dashboard, click on Go to Reports and click on Arrivals by Name. Choose your relevant date range and ensure you have all the relevant sections ticked before you Preview or Print. Departures by Name OR by Room Number To run your Departures reports each morning, go to the Dashboard, click on Go to Reports and click on Departures by Name OR by Room Number. Choose your relevant date range and Preview or Print when ready. Guests In House by Name OR by Room Number To run your Guests In House reports each day, go to the Dashboard, click on Go to Reports and click on Guests In House by Name OR by Room Number. Choose your relevant date range and Preview or Print when ready. Breakfast Report To run your Breakfast Report each morning, go to the Dashboard, click on Go to Reports and click on Breakfast Report. Choose your relevant date range (remembering that this applies to the morning/breakfast service and not the night prior). Preview or Print when ready. 18. Daily Reports • Any follow-up telephone calls to be made • Maintenance issues or Out of Order Rooms

Daily Reports

CONTINUED

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Innkeeper’s Lodge

Policies & Procedures Guide