STANDARD OPERATING PROCEDURE NO SHOWS TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: ASSM-0005 Assistant Manager January 2005 N/A 10 minutes Why is this task important for you and our guests? Answers: We must ensure no duplicated bookings are in the system We must maximize the hotel’s revenue Avoid guest complaints Demonstrate my professionalism Task – No Show Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Check expected arrival Before commencement of Night Shift, Why does the Night Manager need Night Manager must check the to check the expect arrival report? Expected Arrival Report 2) Check reservation to ensure no duplication Check reservation correspondence How I retrieve the reservation against the computer and make sure correspondence? all the information in the system is accurate 3) Attach report Attach the correspondence to No Why we have to attach the Show Report correspondence to the No Show Report? 4) Make copies Make a copy of the No Show Report along with all the relevant supporting documents for back up 5) Review and proceed charges Night Manager will review No Show report with the Revenue Manager on a daily basis and pass the relevant information to Credit Department for No Show charges Only guaranteed reservation will be charged for one night Task – No Show Why we have to keep the documents for back up? What should we if the guest strongly complains about the one night charge? Page of Summary questions: a) What is a No Show? b) Why does the Night Manager need to check the expect arrival report? Why I have to check the reservation? Why we have to attach the correspondence to the No Show Report? How many copies have to made and who receives them? a) What should we if the guest strongly complains about the one night charge? b) Who reviews no show report? What action is taken as a result? Now ask the Trainee to practice the whole task from start to end to test competency Task – No Show Page of ... Review and proceed charges Night Manager will review No Show report with the Revenue Manager on a daily basis and pass the relevant information to Credit Department for No Show charges Only guaranteed... Attach report Attach the correspondence to No Why we have to attach the Show Report correspondence to the No Show Report? 4) Make copies Make a copy of the No Show Report along with all the relevant... Night Shift, Why does the Night Manager need Night Manager must check the to check the expect arrival report? Expected Arrival Report 2) Check reservation to ensure no duplication Check reservation