STANDARD OPERATING PROCEDURE HIGH BALANCE REPORT TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: ASSM-0003 Assistant Manager January 2005 N/A 20 minutes Why is this task important for you and our guests? Answers: Guest can experience our efficiently and accurately service We must maximize guest satisfaction Avoid guest complaints Demonstrate my professionalism Improve GSTS score Task – High Balance Report Page of WHAT/ STEPS 1) Understand the high balance HOW/ STANDARDS TRAINING QUESTIONS Assistant Manager must check High Is it really necessary to review the Balance Report on a daily basis and high balance report everyday? highlight high balances on the list and appropriate action must be taken according to the method of payment listed below What is the appropriate action? High Balance accounts must be reviewed and the appropriate actions taken in order to anticipate credit risks and avoid unnecessary financial loss How much deposit we need to take? Credit Card Authorization or Cash Deposit is collected upon check-in However, guest balances may exceed their Credit Limit Therefore, the following procedures must take place 2) Cash payment: Assistant Manager must contact the Why does the Assistant Manager guest and ask him to review his bill have to ask for an additional and politely ask for an additional deposit from the guest? deposit The total amount requested must be equal to the Guests average daily expenditure, multiplied by the number of days the guest intends to remain Task – High Balance Report What can I if the guest is really running out of cash? Page of in the hotel WHAT/ STEPS 3) Credit Card payment: HOW/ STANDARDS TRAINING QUESTIONS Assistant Manager must contact the What should I if the guest guest and ask him to review his bill refuses to respond ? and ask for an additional credit authorization Obtain guest’s credit card How can I find out what the The total amount requested must be average daily spend is? equal to the guests average daily expenditure, multiplied by the number of days the guest intends to remain in the hotel Attach the credit card voucher to the registration card 4) Billing the Company For a guest who has billing arrangement to charge back to a company, all the details must be forwarded to the Credit Manager Credit Task – High Balance Report Manager has to What is the role of the Credit contact Manager in a hotel? Page of guest’s company Any changes FOM/AFOM/AM will be informed High Balance Report needs to be signed by Assistant Manager and reviewed by FOM/AFOM Get trainee to practice Summary questions: a) What is high balance report? b) Is it really necessary to review the high balance report everyday? a) Why does the Assistant Manager have to ask for an additional deposit from the guest? b) What can I if the guest really is running out of cash? When you request to obtain the guest’s credit card? Who needs to take the responsibility of the Credit Check Report? Now ask the Trainee to practice the whole task from start to end to test competency Task – High Balance Report Page of ... the high balance HOW/ STANDARDS TRAINING QUESTIONS Assistant Manager must check High Is it really necessary to review the Balance Report on a daily basis and high balance report everyday? highlight... Credit Manager Credit Task – High Balance Report Manager has to What is the role of the Credit contact Manager in a hotel? Page of guest’s company Any changes FOM/AFOM/AM will be informed High Balance. .. to be signed by Assistant Manager and reviewed by FOM/AFOM Get trainee to practice Summary questions: a) What is high balance report? b) Is it really necessary to review the high balance report