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Policies & Procedures

GUEST & TEAM POLICIES

33. Group Bookings / Acceptable Guest Behaviour / Disruption

Group / Behaviour / Disruption

Where a guest or group of guests are causing a disturbance to other guests they must be asked to leave the hotel.

A manager should approach any guests not team members.

It is expected that guests do not disturb others as outlined in the Terms and Conditions. In the event of this happening a refund for room booking will not be given. The excluded guest may also be charged for any refund or compensation we have to provide to others.

Managers are provided with Conflict training

Priorities • Maintain safety of team and other guests • Minimise impact to team and other guests • Ensure hotel policies and procedures are maintained

• Protect hotel reputation • Protect hotel property

Procedures • If the group are identified before the day of arrival as a potential problem then they should be advised of the hotel code of conduct by central reservations • On arrival you realise they may be difficult or cause an issue to other guests, team members or hotel reputation (e.g. stag & hen parties / religious cults) the duty manager must take control of the situation and deal with the check in • If in doubt seek advice from RBM on what to say – we must be careful not to offend people whilst maintaining the hotel reputation • Firstly, identify a sensible person or leader to deal with on a one to one basis. This would preferably be the person who made the booking as they have the contract with us. Try to obtain a mobile number from them as you may need to speak to them later. In the case of a major conference this may be the bookings agent • The terms and conditions are located at the bottom of the home page on the Website, and are acknowledged upon booking • Make sure all guests are registered legally and that you have all names for each room • If you are suspicious from their behaviour that they may break certain rules e.g. harass other guests or team members, bring extra guest back to hotel, smoke in room etc then you must challenge them on this and reinforce this policy • If paying cash ensure you take full payment and proof of ID • Prepare a full report for next shift including as much information as possible about the guests / room contact numbers • The above action should make the guest aware of the way they are expected to behave, however, should you have any problems contact your Manager / RBM for further advice

See section 1. Accident & Incident Reporting.

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Innkeeper’s Lodge

Policies & Procedures Guide