SOP‘S Keahotels
Department: Number:
Subject: Front office FOH01
Established by:
List of booking types
Updated by: Eva
Björg
Date: Date: Mars ‘25
There are many different booking types that we do have. Here is a short list of them and you can find more information about them in the further SOP’s:
BAR – Best available rate online
Non-refundable – cheaper price but guest is charge at the time they make the booking, and it is not refundable.
FIT – Flexible independent Travel
Travia – Travel agents making bookings online
OTA – Online travel agency like, booking.com, Expedia and so on
Waitlist – We do not have availability, but guests want to be on waitlist if anything becomes available, normally only used by travel agents that have contracts.
Allotments – A predetermined number of rooms for a specific period. It ensures availability and guarantees access to accommodation for guests.
Groups – more then 6 rooms booked together by a agent or guest
Phone bookings – Bookings made over the phone
Walk ins – Person that comes to the hotel with out a booking
Department: Number:
Subject:
Established by:
Updated by:
Front office FOH02
Phone Bookings
Vittorio
Eva Björg
Date: Date: Nov ‘23
Mars ‘25
Hotels receive bookings requests in two major ways, email and phone. Emails are easier to work with and are hence preferred butwe never turn down a phone reservation request.
Keep in mind phone calls are never enough – alone – to confirm a booking. When an individual is asking to make a reservation by phone, address it like it follows:
a. Check the availability and inform the person whether we have availability or not, and in which categories and prices.
b. If the customer likes to book the room without using the website, ask them to write an email to the hotel, with their requests (dates of the stay, room category, length of the stay, number of people, special requests, rate type, cancellation policy) to validate the booking. Remember, we NEVER book a room without a written request for it!
c. If the customer likes to book with a non-refundable rate, send a payment link to it. If the room is booked with a flex rate send a link to “Only add card. Will not charge automatically”.
d. We can also take down the guests’ email and send them an email with all the above information but inform the guest that we will not confirm the booking unless they answer the email that they would like the booking to be booked, and that we have a card on file.
Travel agencies will also call in to checkon availability, whether it be for a future date or the same day booking. Here are a few things to keepin mind when dealing with an agent on the phone:
a. Ask them to send an email to make the booking.
b. We ALWAYS need an email request for the booking and written confirmation even in an emergency.
Department: Number:
Subject: Front office FOH03
Established by:
Updated by:
OTA Phone calls and requests
Zsofi
Date: Date: Nov’23
It does happen frequently that Ota’s do call the hotels to try to get some information confirmed over the phone.
Please be aware that we do not confirm or accept any requests on the phone. We must have all booking, modification, cancellation, or any special request written.
If any Travel Agent calls, please always ask for an email, and politely refuse to confirm anything via call even if the agent is very persistent.
Department: Number:
Subject: Front office FOH04 Price Matching
Established by:
Updated by:
Arnar Benediktsson
Eva Björg
Date: Date: August 2019 October 2023
This is a very important practice when it comes to staying competitive. We are more than happy to price match within reason that is. We require proof, and not by word of mouth.
• We need a screenshot of the online offer with the following:
o Dates of Travel
o Hotel name and location
o Room type
o Breakfast included or Room only.
o How many adults and children
o Cancellation policy – Free cancellation or non-refundable
o Price
o The screenshot should have all taxes visible as well, see picture here below:
Department: Number:
Subject: Front office FOH05
Established by:
Special Requests
Updated by: Arndís
Date: Date: Nov ‘23
Special requests can be of all sorts. It can be a note that the guest makes when making the reservation, such as “quiet room” “far from elevator” “interconnecting” or so on.
This can also come from the guest in an email or phone call, or even when they have already arrived.
Other than requests about allocation in the building, the guests could be celebrating a special occasion or that they will need a wheelchair accessible room.
We will always try our best to accommodate these special requests when we can. Sometimes that’s simply not possible and if the guests mention it during their stay, we simply must reply that “these requests are only upon availability”
Whenever you have a special request, always use the VIP info code and write what the guests requested. This will create a Star icon on the booking in Calendar and will be easier to spot in the future and will help with allocation.
What you write in the info code line will then appear when hovering over the star in the calendar.
It’s also very important to make a note of it in the reservation itself and in the Memo/Onenote on the day it should be brought to the room. If it’s something that should be picked up outside the hotel it’s good to add in the Memo/Onenote a day before to be prepared.
When the guests let us know that they are celebrating a special occasion we can leave them a note in the room from us.
You should be able to find a pre-made notes for most occasions in your hotel’s Gögn folder. Just make sure to update the names of the guests and the occasion if it’s not the right one for the occasion.
If the guests are celebrating some special occasion, they might ask us to prepare a gift in the room. We can prepare most things from them, if you are unsure about the request just ask your management team.
Usually, we will offer them something we already have in-house, like chocolates or wine, for those items you already have the prices for.
If it’s something more specific, we might need to go out and buy it and in those cases we always add 30% on top of the actual cost of the item.
Department: Number:
Subject: Front office FOH06
Established by:
Guest birthdays, anniversaries ETC
Updated by: Dísa
Date: Date: Nov ‘23
Often, we do get emails or phone calls from guests and travel agents to inform us of special occasions that maybe happening while a guest is staying with us. These occasions may vary and there are different things about how we can make the guest feel special. Here are a few examples on how we handle these cases:
When the guests let us know themselves:
The guests will either contact the hotel themselves or add notes in the booking area regarding their special occasion. We treat every request as genuine.
• Answer the message from the guest, if possible.
o Example: Congratulations on your (special occasion)! Thank you for choosing (Hotel name) while you explore Iceland. We will do our very best to make sure your stay is special.
• Enter the information from the guest to the notes in Godo, so all reception staff can see it.
• Write information to your colleagues so they can see on the day of the guest’s arrival, so they are aware of the special occasion.
• When allocating rooms the day before or on arrival day, see if you are able to upgrade the guests or if you can allocate them to the best available room in their booked room category.
When Travel Agency contacts us:
Sometimes Travel Agencies let us know beforehand about guests’ special occasion. In some cases, they would like to buy flowers, chocolates or such for their guests, but other times they would just like to let us know.
• Ask the Travel Agency whether they would like to buy flowers, chocolate etc. for their guest
• If they do, send them a list over what we can offer with the rates
• Write a note on the booking with information regarding this so your colleagues will be able to see
On arrival day, make sure to follow up on whatever the agency asked for, is delivered to the room and make sure to charge the travel agency and not the guests
Department: Number:
Subject:
Established by:
Updated by: Eva
Björg
Date: Date: Mars ‘25
At Keahotels we are committed to providing a clean and comfortable experience for all our guests while also respecting their privacy and personal preferences. Additionally, as a part of our environmental policy, our goal is to reduce our carbon footprint by using resources more efficiently.
This means that our housekeeping staff will only enter the guests’ room to clean and restock amenities if they specifically request it. To request housekeeping services, the guest will need to inform the reception upon check-in or before midnight on the day prior to the service being requested. They are also welcome to request fresh towels, linens, and other amenities as required.
Opt-out policy:
Under this policy, housekeeping services are provided to all guest rooms daily unless the guest specifically opt-out. This means that our housekeeping staff will enter their room to clean and restock amenities unless they request otherwise. To opt-out of housekeeping services, the guest needs to inform the reception of it. If a guest asked for their room not to be cleaned make sure you inform the housekeeping team og that.
However, they are welcome to request additional housekeeping services at any time by contacting reception.
Department: Number:
Subject:
Established by:
Updated by:
Front office FOH08
Cancellations
Vittorio
Eva Björg
Date: Date: Nov ‘23
All cancellations must be in written format. Keahotels has a general cancellation policy of 48 hours prior to check in time on arrival day. Exception to this rule are all bookings made via our website (that have 24h cancelation policy).
All cancellation policies for travel agencies can be found in the Agent contracts that can be found in Gögn.
When a guest or travel agent want to cancel a booking then we always need it to be written in an email. When you receive written cancellation request, the please follow these steps:
1. Check cancellation policy, either through travel agency contract or booking engine extranet.
2. Once verified, open reservation in PMS.
3. Change status to Cancelledand confirm thechange
4. Note in system why (short), reference email communication
5. Double check if there are some outstanding payments left and charge them if needed
6. Reply with confirmation of cancellation, it should normally be on email templates
Grace period
There is a grace period for bookings and that means if a booking is cancelled within 24 hours of the booking being made. That means the booking will always be cancelled free of charge.
Mars ´25
Department:
Number:
Subject:
Established by:
Updated by: Arndís
Eva Björg
Date: Date: Nov ‘23 Mars ‘25
No-shows are reservations that no guest shows up to check into and they do not inform us that they are not coming to the hotel.
Here below are the procedures on how to deal with them:
• If the booking is booked for more than 1 night then we wait with the booking at least for 24 hours, since the guest may just be delayed.
Nightshift:
• Can mark the booking in a flag as no-show after midnight if the guest has not checked inn.
• Look through the emails and extranets to double check if the booking should have been cancelled
• If the booking needs to be charged, please go ahead and do so according to the policy of the booking.
• If the booking is only for one night, then nightshift can change the status of the booking to “cancelled” and sub status “No Show” right before they leave, and inform housekeeping that the room was a no-show
• If the booking is for more than 1 night, then leave the booking.
Dayshift
• If you see a booking that maybe no-show and has not been marked as cancelled / noshow, then you can do so.
• If a booking that is subject to be a no-show but is booked for more than 1 day, then we wait 24 hours. I no guest has come to check into the room or contacted us about the reservation with in 24 hours after check inn then the booking can be charged if needed and marked at “Cancelled” and sub status “No Show”
If a booking is no-show and is made through an OTA, then please make sure you mark the booking accordingly on the extranet of the OTA in question.
Department: Number:
Subject: Front office FOH10 Go Shows
Established by:
Updated by:
Dísa
Date: Date: Nov ‘23
Go Shows are the opposite of no-shows. Go Showes are when a guest shows up and we do not have the booking our system, but they have a confirmation for a booking at our property.
Here are the steps to follow to make sure this goes as smoothly as possible for our guests.
• First ask the guests if they have a voucher or a booking confirmation, which would include their reservation number
• If they don‘t, start by searching for their name in both Godo and Zendesk
• If you still can’t find it, ask them if it is a possibility that it could be booked under some other name than they have given you (ex. the name of their spouse or travel companion)
• If the booking is booked by a travel agency, contact them directly. Travel itineraries can change and often guests are relocated to other hotels and have not received the latest updates
• If the guests should have a booking with us and the mistake is from our behalf, quickly make the booking in Godo and check them in. Make sure to apologize for the misunderstanding. Report this to your superior so they can go over what went wrong.
• If the guest or a travel agency failed to make a booking, see if we have the availability, and if so, make the booking for them accordingly.
• Charge the guests according to the booking conditions of each case just like with normal bookings.
Subject:
Established by:
Updated by: Eva
Björg
Date: Date: Mars ‘25
Walk inn is when a person comes to the hotel and doesn’t have a reservation and is asking for a room.
When this happens then start by checking availability and tell them what we do have available.
Then check the price you can see it in the PMS or on the hotel’s website. If the guest agrees with the price, then make a booking for them.
It is important that you do charge the guest right away for the booking before they get the keys and go to the room.
Department: Number:
Subject:
Established by:
Updated by:
Eva Björg Eyjólfsdóttir
Date:
Date: November ’23
By thoughtfully and strategically allocating rooms daily hotel operation goes much smoother, and you can avoid many potential issues arising at the check-in process.
Here are few things that should be kept in mind while doing this:
• Start by allocating interconnecting rooms if the hotel has any.
• Next allocate groups and try to keep everyone in rooms that are the same size or similar.
• Allocate the rest of the bookings according to the guests’ needs and wants.
• Make sure to allocate rooms with extra beds/ baby cribs and twin in rooms that can accommodate these requests and are already sett up as twin or have an extrabed.
The easiest way to allocate into the hotels is to do it in Drag and Drop, and keep in mind if you have allocated any room that should not be moved use the info code LOCKUNIT.
Department: Number:
Subject: Front office FOH13
Established by:
Updated by:
Pickup report
Zsofi Arndís
Date: Date: Nov ‘23 Mars ‘25
Usually, we don't have the need for this report in low and shoulder season, the sales department are the ones using it the most as they handle the partner bookings.
This should be used when our invoiced partners reach out to book with us on short notice outside of regular office hours.
Make it a habit to check this report before quoting rates for travel agencies.
The report is updated manually so sometimes it's not 100% up to date, in those cases these are the rules:
We sell rooms at BAR-10% when are over 80% booked to travel agencies/invoiced partners
We don't allow gift card bookings when were over 90% booked
Then when you're working in other hotels, they may also be selling rooms on CORP rates and Union vouchers, which have different rules so then it's important to check the report.
You can quote them regular contract rates if it says Open on the day they are requesting. Otherwise, we quote them BAR-10% which you will find in the PMS or on our website. And make sure you use the correct offer in the PMS.
If the travel agent is booking for more than one night and one of the nights is closed for contract rates, we quote the whole stay with BAR-10%
Department: Number:
Subject: Front office FOH14
Established by:
Updated by:
Early check inn fee
Eva Björg
Date: Date: Mars ‘25
By offering early check-in, we can provide guests with the opportunity to begin enjoying the comforts of their hotel room before the standard check-in time. This can be a valuable service for guests who have arrived at the hotel early, need a place to rest or freshen up before their scheduled check-in time, or simply want to begin enjoying their stay at the hotel as soon as possible.
This service is designed to prioritize the needs of guests who have a need or desire for an early check-in, while still allowing guests who are not bothered by waiting until the standard check-in time to decline the option. By offering this service, we aim to enhance the overall guest experience and provide additional convenience and flexibility for our guests.
This service should be offered to every guest who is checking-in before 12:00. If the guest's assigned room is not yet available at the time of their early check-in, try to move them to an available room or offer them an upgrade for a additional price if available.
If the guest declines the early check-in option, inform them of the standard check-in time and offer to store their luggage until their room is ready.
Procedure:
1. Determine whether the guest is requesting an early check-in. This can be done by asking the guest directly or by checking the notes in their reservation.
2. If the guest is requesting an early check-in and the check-in time is before 12:00 noon, inform the guest that there will be a fee for an early check-in. The amount of the fee should be clearly communicated to the guest and should be in line with the hotel's established pricing policies.
3. If the guest's room is not ready at the time of early check-in, look for another available room of the same category that the guest can be checked in to.
4. If possible, offer the guest an upgrade to a higher-level room category at an additional cost. This can be done by informing the guest of the available upgrade options and their associated costs and giving the guest the opportunity to accept or decline the upgrade.
5. If an alternative room is not available, offer the guest the option to wait in the hotel lobby or another common area until their room is ready. Provide the guest with updates on the status of their room as it becomes available.
6. If the guest accepts an alternative room or agrees to wait for their assigned room to become available, provide them with the necessary information about the room and its amenities.
7. Once the guest has checked in and been provided with their room, follow up with them to ensure that they are satisfied with their accommodation and that all of their needs are being met. This can be done through a brief conversation with the guest or by making a courtesy call to their room.
Department: Number:
Subject: Front office FOH15
Established by:
Updated by:
Reassigning a room
Vittorio
Date: Date: NOV ‘23
A guest may request a new room assignment for several reasons; whether it be noisy neighbors, looking for a better view, room type not being as specified, will to be closer to friends/family or a defect found in the room, it is the receptionist’s objective to find a solution as fast and effectively as possible.
The following steps will help to ensure all the options are taken to make the guest happy with their requests:
1. Receive guest request for a new room
a. A good tip (if you are busy and you cannot solve the situation right away) is to ask the guests if they wish to gather their things while you find a suitable solution. An alternative is to offer the guest something to drink or to have a seat in the lobby while you resolve the matter.
2. Check availability in similar room types
3. If upselling (guest pays for upgrade) or upgrading (complimentary) check status at day for the whole stay of the guests. Do not overbook a room type to pacify a guest.
4. Relocate guest in PMS and notify housekeeping of room change, for cleaning and room resale. If housekeeping is not on duty, make sure the room is marked as dirty in PMS and cleaning system.
5. Create keys for the room and escort/give the keys to guests for the new room; if they need to move luggage to the new unit then we offer to help them with moving the luggage
Established by:
Greeting Applicants
Approved by: Arnar
Benediktsson Eva Björg
Date: Date: August 2019 October 2023
Since all receptions are open twenty-four hours a day, seven days a week, you receptionists are the face of the company. You are the main contact point and buffer between guests and management. So naturally, you will encounter people looking to join our team
• Greet applicants in a friendly and courteous manner.
• Accept their CV graciously and inquire as to what position they are looking to fill.
• Make sure to gather all contact information from applicants.
• Give applicant contact information for hotel manager or department head which they are applying for.
• Thank them for coming in and wish them a wonderful day and good luck!
Department: Number:
Subject: Front office FOH17
Established by:
Updated by:
Check inn
Eva Björg
Date: Date: Mars ‘25
As reception is the first point of contact for the guest, it is the receptionist’s responsibility to ensure that they are checked in the correct manner to make sure we make their stay enjoyable.
Here are few things that are good to keep in mind while you are checking inn a guest:
1. Warm Reception: Extend a friendly greeting and smile upon guest arrival at the reception desk, using the verbiage verbatim of “Welcome to (hotel name)”.
2. Reservation Confirmation: Request the guest's surname to verify their reservation details and then use it as in thank you Mr.____ or Ms. _____ and ensure that you use the guest’s last name (surname) throughout the check-in process.
o Early Arrivals: If arriving before check-in time, offer luggage storage. Avoid promising early check-in unless confirmed; suggest utilizing hotel facilities or dining options.
3. Booking Details: Verify room type, duration, and rate plan. Disclose rates only when guest pays directly; maintain discretion for third-party bookings.
4. Registration Card: Generate a registration card for the guest to provide essential contact and to inform them about the non-smoking policy of the hotel. – Show valid ID
5. Payment Processing: Obtain the guests’ credit card information to use in case of any incidental charges during their stay. If applicable, remember to charge the guest if they should pay through the POS.
6. Room Number Communication: Gesture toward the room number on the key card; refrain from verbalizing the room number to ensure privacy.
7. Opt in Housekeeping: Ask guest housekeeping preference, mention opt in policy.
8. Must say info – Overview of facilities and services of the hotel including check out time, breakfast hours, location of room, gesture with open palm (never point) or location of lift if appropriate.
9. Other information: Mention additionally 3 other relevant points: Wi-Fi, other outlets, Business Center, Fitness Center, Spa, Lounge, Restaurant etc.
10. Thanks: Thank the guest, using his/her surname, and wish them an enjoyable stay.
Additional Guidelines:
• Engage in light conversation, addressing their journey, itinerary or even the current weather.
• Maintain a clear, moderate-paced speech with a friendly demeanour.
• Avoid unwarranted apologies and overly detailed policy explanations.
Department:
Number:
Subject: Front office FOH18
Established by:
Check out
Updated by: Eva
Björg
Date: Date: Mars ‘25
As reception is the first and last point of contact for the guest, it is the receptionist’s responsibility to ensure that they are checked out the correct manner to make sure we make their stay enjoyable.
Here are few things that are good to keep in mind when checking a guest out:
Check-Out
1. Warm Farewell: Extend a friendly greeting and smile as the guest approaches the reception desk for check-out.
o If speaking on the phone excuse yourself from the caller briefly and let the guest know that you will be with them momentarily.
2. Room Verification: Confirm the room number from which the guest is checking out. Use their surname (obtained from their reservation) through the check-out transaction.
3. Payment Processing: Retrieve the guest bill from the PMS. If any charges remain, ask if the guest would like to use the card on file and process the payment.
4. Rate Discretion: Maintain rate confidentiality for third-party bookings; disclose rates only for direct payments.
5. Engaging Conversation: Foster a conversation during the process, such as discussing the guest's plans.
6. Feedback Gathering: Inquire about the guest's satisfaction with their stay.
o If positive: Hopefully that is always the case, thank the guest/express how pleased we are that they enjoyed their stay. Pass out a TripAdvisor card and explain the importance to us and appreciate it if they would go online and complete a survey on our behalf.
o If negative: In case of dissatisfaction, convey genuine concern about their comments. Take ownership and feel empowered to implement Service Recovery methods to address their concerns promptly. It's crucial to proactively prevent any guest from leaving feeling unheard or disappointed. If needed do not hesitate to contact a manager depending on the issue and need to get a leader to intervene.
7. Gracious Farewell: Collect the guests’ key card and express gratitude to the guest by name for choosing the hotel, wishing them an enjoyable rest of their journey.
Additional Guidelines:
• Engage in light conversation, addressing their journey, itinerary or even the current weather.
• Maintain a clear, moderate-paced speech with a friendly demeanour.
• Avoid unwarranted apologies and overly detailed policy explanations.
Department: Number:
Subject:
Established by:
Updated by:
Front office FOH19
Directing guests to room
Zsofi
Date: Date: Nov ‘23
It may happen that you are asked yo direct a guest to their room or you are assisting them with their bags, then here are guidelines on how to direct them to their room smoothly.
• Present yourself to the guest with a genuine smile.
• Always offer the guest to assist with their bags.
• Always try to walk to the right of the Guest while directing to their room.
• If directing the guest to the room always carry the guest keys until guest is in the room
• Walk a short step ahead of the Guest.
• Smile warmly and maintain eye contact when conversing with the Guest.
• On the way, briefly explain the hotel features and facilities which the guest needs to know (e.g. breakfast room, restaurant timings, spa access etc.).
• Assist the guest with calling the elevator by pressing the button to get the elevator for the guest.
• Once the elevator arrives at the floor, gesture the Guest out first your open palm gesture, holding the lift doors open and then direct the Guest towards their room as above.
• Once you reach the room, demonstrate how to use room key, open the door for the Guest.
• Offer further assistance. Wish the guest a pleasant stay. Close door gently.
Other General Points to note while directing/escorting guests:
• Be aware of the exact location of the facilities in and around the hotel.
• Always explain in a clear and simple way.
• Also ensure that you are aware of all health and safety procedures, especially in case of an emergency.
• Know the location of the nearest fire exit, assembly point etc.
Subject:
Established by:
Updated by:
Re-issuing Guest key cards
Arnar Benediktsson Eva Björg
Date: Date: August 2019 Nov 2023
There are so many things to keep track of while on vacation, especially here with the amount of coordinated activities keeping everyone busy. So, it is veryunderstandable how a key card can come up missing.
When reissuing guest key cards, Dayshift
1. Verify room number and last name of guest, let them answer do not volunteer last name.
2. If a guest was issued more than one card upon checkin, verify whether all cards are lost.
3. All cards should be deactivated, and new cards created.
Nightshift
1. Verify room number and last name of guest, Ask for picture ID, especially after midnight. If the guest does not have picture ID in possession (ID left in room), escort guest to room to find and provide picture ID.
2. If a guest was issued more than one card upon checkin, verify whether all cards are lost.
3. All cards should be deactivated, and new cards created.
Established by:
Handling Guest luggage
Updated by: Zsofi
Date: Date: Nov ‘23
There is a designated luggage room where guests may store their luggage during their stay or until their next stay or visit. The procedure for handling guest luggage is:
Leaving luggage:
• The receptionist will write the name, room number and pick-up date on the tag and the fag is put on the luggage.
• A tag is issued, showing individual receipt number and baggage details which are handed over to the guest.
• The luggage is immediately taken to the luggage room.
Guest picking up luggage:
• Receive the luggage tag from the guest for verification.
• Ask the guest for a brief description of the luggage.
• Always hand over luggage carefully as per the guest instructions.
• The receptionist will take both tags, from the luggage as well as from the guest, and throw it away.
Lost luggage and Items:
In the unfortunate event of lost luggage during transit, the guest may seek assistance from front desk staff.
• Ask to make a copy of the lost luggage report so staff can follow up with Keflavík Airport lost luggage department.
• Attempt to contact the lost luggage department on behalf of guest
• Note it down in OneNote/memo and make sure to pass the information on to the next shift
• Ask the guest how they would like to be notified when luggage arrives, if late at night offer to store it in the luggage storage until morning
Established by:
Requesting Luggage/Porter service
Updated by: Eva Björg
Date: Date: Mars ’25
You may get a request for luggage/porter service. It may be for just individuals that would like to get assistance with their luggage, but it can also be for groups. Here is how you handle both cases:
Individual porter service:
This does not have to be pre booked and we do always assist our guests with their luggage, especially if they request it. If you or your college is available at the time of the request, then one of you can guide the guest to their room and assist them with the bags. If they have a lot of luggage, it may be good to use the luggage trolley. When you get to the room it is a good manor to offer to put the bags on the luggage rack in the room.
Group Luggage service:
The luggage service for groups (more than 5 rooms) needs to be pre-arranged in advantage. For groups that have 6 to 15 rooms their luggage service needs to be booked a minimum of 72 hours prior to the arrival of the group. 16 and more rooms need to be booked 7 days or more in advantage of the arrival of the group. The reason why this needs to be booked so much in advance is because we need more staff members to complete them, and it varies how many employees we need from how many rooms and guests are having this service. Normally luggage services for groups are booked by the sales department.
Established by:
Updated by:
Vittorio
Date: Date: Nov’23
With the range of items that guests wish to safeguard, following protocol is veryimportant.
• When the guest inquiries about safe, explain that because we do not have safes in the rooms, we offer complimentary storage in reception.
• Print out safe agreement and go over with guest, making sure to itemize everything being stored including amount of currency, see the example below:
• After filling out the form, both guest and employee sign the form. This MUST be done each time the guest wishes to access their belongings in the safe. This is done to protect all parties from any discrepancies.
• Place filled out form with belongings in a sealed pouch or envelope and visually show the guest the items being secured.
Department:
Established by:
Updated by: Zsofi
Date: Date: Nov 23
It does happen that guest and visitors forget something in their room or in the common areas in our properties. Here are instructions on how to handle it:
Housekeeping
1. Log Lost item in issues (Pronto)
2. Bag up the item(s) with a ticket starting date, room number, staff member who found it.
3. Bring Lost Property to the front desk/head of housekeeping office.
Front Desk
1. Add reference number on the Lost item
2. Double check that Lost Property issue has been created in Pronto (if notcreate the Lost Property issue)
3. By the end of shift all lost items found shall be put away into the Lost item cabinet / box / room.
ATH! Valuable items such as electronics and expensive jewelry should be put in the Front Desk vault
Reception staff should try to alocate the guest or contact them that their was sonething left behind in their room. Also remember to ask the guest if they would like the iteam to be sent to them at their cost.
If Lost Property is found in a public area:
*Fill the Lost Property ticket as much as possible.
*Create issues and store away in the same place as all Lost&Found.
Lost items are stored for 3 months, guests have this time frame to reach out to the hotel to claim them.
Department: Number:
Subject: Front office FOH25
Established by:
Updated by:
Courtesy Calls
Dísa
Date: Date: Nov ‘23
Courtesy Calls are done to make the guests feel cared for, to offer any assistance required and check satisfaction. This is also done to follow up on departure details, billing instruction and guest feedback.
A courtesy call should be completed by the person who checked the guests in.
It should be completed within 15 minutes of the guest checking in, so the guest has had enough time to settle in and possibly find any issues.
When you call the room, say:
„Good morning/afternoon Mr./Mrs./Mx. XXX, this is xxx from the reception. I am calling to ensure you have found everything in the room to your satisfaction and to see if here is anything you need?“
If the guest tells you that nothing is wrong, tell them that if they need any assistance later on that they can contact the reception and wish them a good stay.
If the guest tells you that something is wrong, apologize and get it taken care of right away.
If the guest reported something and you took care of it, please make sure to log it so your colleagues will know of it as well.
Department: Number:
Subject: Front office FOH26 Upselling
Established by:
Updated by: Eva
Björg
Date: Date: Mars ‘25
As receptionists we can influence our guests and try to make some upsells. Up sales can be many different items from breakfast to higher room categories to fine wine.
Here are a few tips on how to make up sales:
• When making a reservation for a future guest you are telling them what room categories, we do have available, then start with the highest category and work your way down from there. Be sure to explain the room amenities.
• Offer to have some extras in the room prior to the guest’s arrival i.e. wine, flowers or Chocolates. Make sure the guest or agent understands that these items are not free.
• When checking in a guest and there is a higher room type available offer to upgrade them at a cost
• Ask the guest at the check-in if they wish to make a dinner reservation or if they need help with booking tours.
• When serving at the var try to sell them premium spirits. If a guest asks for Gin & Tonic offer them Hendricks, Malfy or Brockmans gin
Department: Number:
Subject:
Established by:
Updated by: Vittorio
Date: Date: November ‘24
When we do take down messages for our guests and deliver it to them, then tehri are few things that are important to keep in mind. Here below is a list of them:
1. Always answer the telephone in the shortest time possible.
2. Take down the name of the person who is calling.
3. Take down the telephone number of the person who is calling.
4. Take down the time the person is calling.
5. Spell out the caller’s name correctly and reconfirm with the caller.
6. Take down the name of the guest and room number.
7. Do not disclose the room number or other personal details about the guest to the caller.
8. Repeat the caller the message to check for understanding.
9. Open the guest reservation on the PMS and type the message into the respective function or fields provided.
10. Print the message to be sent up to the guest room or call the room that needs to receive the message.
11. Write clearly the name of the guest on the message envelope.
12. If the message contains sad news i.e. death or hospitalization notify the Manager immediately before sending the message to the room.
a. In such cases, guests must be notified immediately.
13. As per the hotel’s operating standards all guest messages are to be delivered to the room as soon as possible.
14. Deliver the message to the room. If there is a Do not disturb sign, you must slide the message under the door.
Established by:
Updated by:
Recommendations
Vittorio
Date: Date: NOV ‘25
It happens often that guests ask for recommendations about tours, restaurants, sightseeing locations and so on.
If a guest asks for some recommendation, follow the guidelines:
• Listen carefully to what the customer is looking for
• Address the guest to the best solution possible between the alternatives you have for the specific topic the guest wants to have a recommendation for.
• TIP: It is always a good idea to give the guests personal, first handed, feedback on the topic they are looking for (as restaurants, experiences, tours, sightseeing places, etc)
Established by:
Updated by:
Service Animals and Pets
Vittorio
Date: Date: Nov ‘23
Pets and service animals are not permitted on property at any Keahotels. (Exceptions can be made, such as guide dogs for the blind and visually impaired)
If a guest arrives with a pet or service animal, kindly explain to the guest that animals are not permitted on property, and we cannot accommodate the guest.
If the guest has already booked the room and paid for it, refund the guest and advise them of pet friendly hotels in the area.
Department: Number:
Subject: Front office FOH30
Established by:
Updated by:
How to speak to guests
Eva Björg
Date: Date: Mars ‘25
It is a technique to speak and approach guests in a professional matter and here are few good rules to follow:
Always use 4/2/1 Rule: Acknowledge guest within 4 meters away, smile within 2 meters away & verbalize within 1 meter, as in Good Morning, Good Afternoon, Good Evening, Hope you have an enjoyable day etc., some pleasant greeting that shows we care.
Hospitality Zones: Whenever a guest enters our sphere all eyes and attention turns to them. Any internal conversation stops, and the guest becomes our full object of attention.
Emotional Connections: Always find ways to wow and dazzle our guests. Connect with them emotionally.
Use Hospitality language:
• My Pleasure and never “No Problem”
• Ladies & Gentlemen, sir, ma’am, Mr. or Ms.
• Never use the expression “GUYS”
• Never use slang and refrain from using casual language
• Always be elegant and gracious
• Use your name – offer assistance
• Use proper body language/posture. Always smile and be happy!
Be sure of what you are explaining to the guest. This includes directions, hours of operation of outlets and facilities, how things work, where things are located throughout the hotel etc. It is VERY IMPORANT not to guess about something that you are not sure about. If you are not 100% sure about something, find out from someone who knows. Giving out incorrect information can only serve to backfire and cause inconvenience and dissatisfaction.
Subject:
SOP Basic telephone etiquettes
Established by: Approved by: Eva
Björg Eyjólfsdóttir
Date:
Date: Oct. 2023
Answer in-coming calls as soon as possible. This applies to both external calls (calls received from outside the hotel) as well as calls from in-house primarily from guests/guest rooms. Utilize the established scripting to ensure a highly professional and polished greeting and impression.
If attending to a guest at the desk it is important to stay focused on the guest you are already assisting, lower the ring on the phone in front of you so as not to disturb whenever needed. If anyone else is available at the desk or in the office, they should pick up the call within 3 rings.
How to answer an external call?
• Good morning, Good Afternoon, Good Evening (depending upon hour of the day)
• Name of hotel using full name. Staff member’s name and “How can I help you?”
• Carefully listen to what the caller is requesting and handle accordingly
• If needed transferring the call as appropriate to the desired department or individual. Transfer with “My Pleasure to Connect You”.
Example: “Good Morning, Sand Hotel, this is Sævar How can I help you?”
How to answer an internal guest call?
• Good morning, Good Afternoon, Good Evening (depending upon hour of the day)
• Front Desk or Reception (depending upon the specific brand standard), Staff member’s name and “How can I help you?”
• If caller I.D. is available always use the caller’s name during the call
• Handle the call efficiently and courteously
Example: “Good Evening, Reception, this is Eva. How can I help you?”
Tone of Voice should reflect an upbeat demeanor and a genuine sense of hospitality. Never sound rushed or inconvenienced due to a call.
Department: Number:
Subject: Front office FOH32
Established by:
Approved by:
SOP Basic email etiquettes
Eva Björg Eyjólfsdóttir
Date: Date: Mars. 2025
Utilize the established format to ensure a highly professional and polished greeting and impression. All emails going out from company email addresses must be professional and coherent for the recipient.
When should communication be in an email
• Anything that you need a record of or might have to be communicated forward must be communicated in an email rather than a message or phone call. All communications regarding modifications, cancelations or bookings should be made through email.
• First email in a chain should have the correct time of day greeting, with the name of the recipient when known. You can also always use “Dear” and then guest name. It is also always a good rule to start the email by thinking of the guest for contacting us or making a booking at our hotel.
• Subsequent replies can be started with a more familiar manner matching the response from the sender if applicable.
• Interdepartmental emails should follow the same rules as above but can be more familiar
The email itself
• We make sure to always be polite while answering the emails and answer all questions the guest/agent may have with in the email.
Everyone should have their signature saved and all emails should end with our signature.
Established by:
Updated by:
Dísa
Date: Date: Nov ‘23
It can be frightening to face the wrath of visitors and resolve problems and complaints. This fear is pointless as this can be taken as a golden opportunity to win the hearts of visitors. Try to look at those who have a valid reason to complain as an opportunity to show what we are made of. Do not look at them as a problem but go ahead and find a solution.
Learn Model is the process to switch a negative experience to a better experience for the guest.
Listen - Empathize - Apologize - Respond – Notify
Listen
The first thing you do when faced with an angry or unhappy guest is to provide your undivided attention until you have solved the problem so that the guest is satisfied. Listen, smile and keep calm – do not take complaints and allegations personally. Repeat the complaint to avoid any misunderstanding. Do not get defensive or blame others.
Empathize
Empathize to show that you understand the problem (put yourself in the guest's shoes), Attempt to recognize the difficulties that your guest has met. It carries a lot of weight if you give them the impression that the problem was caused by a mistake and that you would do all it takes to fix it.
Apologize
If the problem is caused by the fact that something went wrong on our side, it is an obvious courtesy to apologize for the inconvenience. Avoid lengthy explanations. Sometimes it is enough to just apologize for any inconvenience the guest has experienced. You should never blame your colleagues or others within the company.
Ineffective (try to never use):
“I am sorry. You must feel awful”.
“Sorry”.
“I feel bad for you”.
Effective (use this instead)
“I am very sorry that you’ve been inconvenienced”.
“I apologize that this has happened”.
Respond
Respond with an appropriate solution and try to recover guest satisfaction (offer alternatives-Don’t pass the guest off to someone else-Stay focused on the positive).
Make a decision on how you'll deal with the issue. All hotel staff should be able to make the best decisions possible on the spot. If the problem is so big that you can not find a solution for them on the spot then contact the manager on duty and get their input. During this stage of the process, keep the guest updated. Tell them what measures you're going to take to resolve the problem.
Notify
When the problem has been resolved, check and make sure everything is done correctly. Contact the guest again and let them know that you have resolved the problem. If the guest is still unsatisfied check to make sure there is anything else, you can do to reach their full satisfaction. If the guest agrees that the problem has been resolved, please let them know that you are happy to have been able to assist. Complete the conversation by wishing the guest and hope that they will enjoy their stay / come back to us (depending on which option applies).
Established by:
Handling Compliments
Updated by: Dísa Date: Date: Nov ‘23
It is always great to get compliments, but sometimes we are not sure how to take them.
On daily OneNote/memo have compliment field or share them with your college on workplace
1. Smile and say thank you to the guest
2. Tell them you are happy they are happy and that you appreciate them taking the time to deliver the compliment
3. Deliver the compliment to the appropriate employee or department
4. Let your superior know about the compliment
5. Ask the guest to leave a review on TripAdvisor
Established by:
Updated by: Arndís
Date: Date: Mars ‘25
Most common payment methods we use is direct invoicing to our partners and to charge our guests with POS machine.
OTA’s often provide Virtual Credit Cards, these are temporary credit cards which have the exact amount of the reservation and will be activated either on check-in or check-out date.
In some cases, we charge the guests directly for their stay, this should always be done at the front desk with our POS machines. OR they are non-refundable then we charge the guest when the booking is made.
There are a lot of companies that do have a contract with us where we can send them an invoice for the accommodation and lodging tax.
Lastly, some of our partners are Proforma invoice partners. This means the payment for their reservations should be received no later than 14 days before the guest’s arrival.
Established by:
Updated by:
Payment
Arnar Benediktsson
Eva Björg
Date: Date: Aug. 2019
Mars 25
Charging guests should always be done in an professional manner. Before any charges are made to the guest, double check the following:
1. Price – Make sure it is the correct price in the booking.
2. Ask if they had anything for any of the facilities the hotel may offer. Like, bar, spa, or restaurant
3. Ask whether the guest would like to pay by card or with cash.
Charging a card through a POS:
1. Make sure your using the correct pos according to the currency the guest should be paying with.
2. Type in the total amount the guest should pay into the pos
3. Turn the pos to the guest and ask them to insert the card and then the payment will go through.
Creating the payment in GoDo
After you have taken the payment by the POS machine you need to create the payment in GoDo follow these steps to do that:
1. Open the booking and go to charges and payment.
2. Under the customer’s name there you will see the Charges and another line called Payments
a.Press the drop down.
b.Choose a line called “TEYA-ISK(INSERTCODE)” or “TEYAEUR- (INSERTCODE)” according to the currency you charged.
c. In INSERTCODE you should right in the auth code that is on the slip you took from the POS, put in the total price under price and press the plus then you have created the line.
3. After this has been done go to invoice and create the invoice on the date the payment was taken.
Department: Number: Subject:
Established by:
Updated by: Gita Rupja
To change invoice header please follow these steps:
• Open reservation in GoDo Property.
Date: Date: November ‘23
• Select field Invoice and press receipt icon for the customer that needs invoice header changed.
• Select Template 3 and select the following icon.
• Now you can edit information as needed.
• Once the header is adjusted/ changed, save it as pdf and send to TA or guest or print it out.
Subject:
Established by:
Updated by:
Arnar Benediktsson
Eva Björg
Date: Date: August 2019 Nov 2024
Icelandic Krona is not the only currencywe accept as payment for accommodation. We accept also Euros.
When taking cash payments in other currencies,remember:
• Let the guests know that we cannot make change in the same currency paid with.
• Since we cannot give back change in the same currency, we ask the guest to pay as close to the outstanding balance as possible with cash if they want and then the rest with card.
• If the guest does not have a card or can ISK currency, then we unfortunately cannot give them back cash since we do not have EURO cash We try as much as possible not to take EURO cash payments since we do not have change to give them.
If a guest pays in EURO cash then you put it into our Booking system (Good) just like you do with ISK cash payment.
Department: Number:
Subject:
Established by:
Cash deposit for individuals
Updated by: Eva
Björg
Date: Date: Mars ‘25
When guests check in, we do always ask for a card on file for incidentals, but it may happen that guests say they do not have a card on them. Then we do ask them for cash as deposit for incidentals, normally the deposit is the same as the smoking penalty of 400 EURO.
When they give the deposit then put the money in an envelope and write the following on it:
• Booking number
• Room number
• Guest name
• Guest signature
• Receptionists’ signature
Seal the envelope and put it in the safe for safe keeping. It is also good to file out a safe agreement and have that in the envelope:
Department: Number:
Subject: Front office FOH40
Established by:
End/beginning of shift cashiering procedures
Updated by: Arndís Eva Björg
Date:
Date: Nov ‘23 Mars ‘25
A task in the reception and bar is to count the cash at the beginning at each shift.
Each hotel should have an excel file where we can find the records of cash counting. This is being done to see if anything is missing or if we do have any extras. It depends on each hotel how much cash is supposed to be in the tilt at the bar and reception, it can vary from 20.000 kr to 100.000 kr.
Make sure it is properly filed out and that it is always saved at the proper place:
Department: Number:
Subject: Front office FOH41 Proforma
Established by:
Updated by: Arndís
Some travel agencies have a Prepaid contract “Staðgreitt” with us.
Date: Date: Nov ‘23
This means the reservation must be paid through a bank transfer 14 days before the guests’ arrival
Management and Customer care oversee sending out these proformas but sometimes we have a late notice / same day booking from these customers.
Once you’ve made a booking for a Staðgreitt customer send them the confirmation email with a payment link as well as a proforma invoice.
If the customer does not already exist in PMS you can use “Gisting Staðgreitt Profoma” customer.
In this case always send an "empty" payment link to obtain credit card information because payment must be taken for the guest to check in.
If we don't have confirmation of transfer from the guest/booker then the card on file must be charged or the guest.
For the proforma invoice open Invoice tab in GoDo, above the payment line for the charges you want to include in the invoice you'll find the Receipt button
This will open a new tab with three templates for receipts.
Template 2 is the Proforma invoice.
You can change the customer’s information on the invoice by choosing the edit button.
If you have edited anything you will need to choose the print icon and Save as PDF otherwise the changes won't save
If you're not making changes the download button is enough
Established by:
Updated by: Eva
Björg
Date: Date: Mars ‘25
Virtual cards are a secured payment type used by OTA’s where the service provider (hotel) has no direct access to the guest’s card details. VCs are loaded with the exact amount for the stay.
• These cards should be charged via PMS by reception.
• Different OTA’s have different settings. Some open for charging on the check-in date, others at check-out. E.g.:
o Expedia – check-in
o Sunhotels – check-out
• If there is a Virtual Card on file, never charge the guest for the stay. It means that they have paid in advance and the payment is on the VC.
o AHT! Exception: Expedia VCs on Hotelcollect bookings: these cards cannot be charged; they are only provided to insure payments for no-shows! They can only be charged after reconciliation via extranet.
• When a booking is charged with a virtual card then the price of the accommodation can never be disclosed to the guest.
What to do is the VC doesn’t seem to work?
1.) Open the matching OTA extranet and compare the details to PMS if they match. (Amount, card number, reservation dates.)
2.) If the details seem to match, add the VC manually again from the extranet and try charging again.
3.) If the charge still doesn’t go through, mark the reservation accordingly in PMS and inform management about this.
Subject:
Established by:
Multiple Card Payments
Updated by: Eva
Björg
Date: Date: Mars ‘25
It may happen that guests want to split their bill or pay it with two or more different cards. There are few steps to do this:
• Start by finding out how much should be charged on each card
• Charge the guests according to how they want the bill to be split in the POS machine
o Total 100 EUR want to split in two then charge each card for 50 EUR
After the guests have been charged through the POS comes the tricky part. The rule with invoices is one card payment one invoice. So, in this case you are charging more than one card, so you need to split up the bill also in the PMS
• Create another payment line under another customer in the booking and invoice it separately like you took the payment s for the cards
Subject:
Established by:
Updated by:
Night shift invoicing
Dísa Eva Björg
Date: Date: Nov’23
Mars ‘25
A big part of the night shift job is to prepare for the following day. That included invoicing and charging VCC’s for the bookings on the following day.
Start by going over the following morning’s departures.
• Invoice travel agencies
o Check rates on invoiced bookings
▪ Make sure to read group notes on group bookings
▪ Compare what is booked vs. what categories the guests are staying in. Sometimes we are forced to upgrade guests, and the booked rates should be the ones charged.
▪ There it should also be clear if it's contract rates or BAR, if not check the notes on the booking and the confirmation e-mail for the booking
o Once all is checked - invoice
o If something raises questions mark the booking and ask management to have a look at it
• The only outstanding charges on the departure’s lists should be Pay at desk customers
• Then go over tomorrow’s arrivals.
o Charge tomorrow’s arrivals that should be paid with VCC's from third parties
▪ Expedia Travel and Webbeds/Sunhotels
• Leave TA invoices until checkout date
Department: Number:
Established by:
Guest’s Visitors
Updated by: Arnar
Benediktsson
Eva Björg
Date: Date: August 2019 Nov 2023
When a visitor inquiries about a guest, whether for a pickup, or just a local friend stopping by, we safeguard our guests and their information. For that reason, we follow these rules regarding guest visitors.
• Never volunteer any information about the guest, i.e. room or floor number.
• Never confirm we have a guest inhouse under name X if visitor is asking about someone that they are not sure about
• Ask for picture ID
• Contact guest to announce and get authorization to either allow guest upstairs or to have the guest meet their visitors in the lobby, according to guests’ preference.
• Never allow a visitor accessto guest floors without guest’s authorization
Department: Number:
Subject:
Established by:
VIP and Celebrity guests
Updated by: Eva Björg
Date: Date: Nov ’23
It happens occasionally that our hotels have the honor to welcome some VIP and celebrity guests.
The most important thing to remember when they are staying with us that they are just a guest like any other.
Here are a few things you need to keep in mind while serving them.
• We treat all our hotel guests equally no matter if they are VIP or celebrities.
• Respect their privacy.
• Be extra gentle with them when it comes to any requests and confidentiality.
Few things you are not allowed to do:
• Ask them for pictures or autographs.
• Tell anyone they are staying with us.
Please remember they are guests just like everyone else and that is how they would like to be treated and by doing so it is more likely that we will be recommended by them to others.
Department: Number:
Subject:
Established by:
Updated by:
Evicting Guests
Arnar Benediktsson Eva Björg
Date: Date: August 2019 November ‘23
Luckly this does not happen often. The important thing is to remember to be calm and courteous, even when the guest is not. Remember each case is different and should be handled accordingly, with safety and professionalism in mind.
The most common reasons to evict a guest from the property.
1. The guest does not pay or lacks the ability to pay.
2. The guest overstays beyond the dates specified in the reservation contract.
3. The guest is drunk, disorderly, or otherwise creates risk of harm to employees or other guests.
4. The guest is violating the law.
5. Uninvited visitors
Steps to follow when evicting a guest from the hotel.
1. Contact the manager and notify them of situation/problem; unruly guest, refusal to pay, refusal to leave, etc.
2. If the guest is evaluated by a staff member as a potential danger to us or themself, then ask for assistance from the police and remember to keep yourself, other staff members and other guests are safe.
3. Follow the polices instructions.
4. Remember we do have emergency buttons in the reception for violent cases, use them if things get out of hand.
Intoxicated guests or visitors:
• In cases where guests are over intoxicated, we try to direct them to their rooms, if they are drinking at the bars in our hotels then we do always have the right to refuse to sell them more alcohol.
• If a visitor is intoxicated and is not staying at the hotel, then we can ask them to leave the hotels to minimize the disturbance to other guests or offer them a room if they are not violent or disturbing anyone at the hotel.
• If an intoxicated guest or visitor becomes violent then follow these steps:
o Treat the person with courtesy and respect and do not engage in a verbal or physical confrontation and ask the guest to leave the property.
o Inform the manager on duty about this and if assistance is needed call the police.
Uninvited visitors:
• An uninvited visitor is an individual who refuses to respect the wishes of a registered guest or the hotel staff.
• Although the hotel is open to the public, it is private property and the hotel staff has the responsibility to monitor and, where appropriate, to control the activities of the individuals on the premises, including asking them to leave.
• If the uninvited visitor becomes disruptive and the team member feels safety is at risk:
o Call the police for assistance and inform Manager on duty
o Do not have a verbal confrontation with the uninvited visitor.
Subject:
Established by:
Incident report
Updated by: Arndís
Date: Date: Nov ‘23
The purpose of an Incident Report is used to communicate information to other people and to document infringements by staff and/or guests of the code of conduct, unusual or significant occurrences and emergencies.
It is extremely important for the content of the Incident Report to reflect clear, detailed information in a factual, unbiased manner to avoid passing along opinions and judgments. What a team member has to say concerning an incident is essential to other people who are trying to understand what has happened and why it happened.
When an incident occurs, it is very important to notify the Hotel manager first and then emergency services if needed.
When should an Incident Report Form be completed?
• An Incident Report Form should be completed to document infringements by employees and/or guests of the code of conduct, unusual or significant occurrences and emergencies involving one or more guests and/or staff.
Examples of such events include but are not limited to the following:
• Anything needing service recovery
• Injury to an individual or caused to others
• Aggressive behaviour directed at others.
• Self-abusive behaviour
• Endangering or threatening others
• Serious illness and/or hospitalization
• Property destruction
• Illegal or unusual problematic behaviour
• Any incident involving the police, fire department, and/or ambulance; and
• All incidents that may occur in the hotel such as fire, theft, disturbance, assault, etc.
• The report is then sent to the manager of the department of which the employee is working, reception, kitchen, housekeeping, for approval and is then sent to the general manager.
• The general manager stores all incident reports.
What should be stated in the incident report?
• Date/time/location
• Name and position of the reporter and other employees involved, and guests involved
• Room number/reference number
• Description of what happened, and action taken, 3sr party service called?
• Damages