IKL Knowledge

Policies & Procedures

RESERVATIONS

3. Guest Profiles

CONTINUED

Guest Profiles

Profiles can also be used for Companies and Travel Agents and a combination of all three can be used on any reservation. This allows us to track our business trends better in order to grow our performance.

It is the GM accountability to update the Opera Profile with the Registration Card information so that the system is up to date and accurate.

4. Reservations

Reservations

When making reservations please be aware of the following policies: Guarantee Method

• Phone/Future & Online Reservations – Credit / Debit Card • Walk Ins – Payment in full in Cash, Credit / Debit Card

For Cash payment please take a Credit / Debit Card swipe as a guarantee in case of damage, theft or complaint is caused.

All reservations that are guaranteed will be held until the pub closes (or if night cover is provid- ed, until the following morning up until 7am). Any late arrivals beyond these points will forfeit their first nights value in full.

Valid Guarantee Card Types

Description

Opera Code

Visa

VA

Mastercard MC American Express AX Visa Debit VD

Third Party Card – Any of the above but the cardholder MUST be made aware that their card is liable for charges in line with the rate booked (Cancellation, Late Cancellation & No Show / Non Arrival charges)

Valid Payment Methods

Description

Opera Code

Visa

VA

Mastercard MC American Express AX Visa Debit VD Maestro MA Cash CA Acc to Company AC

Third Party Payment – Any of the above but a Third Party Payment Form MUST be present at check in and must be correctly completed and in full.

Whenever a reservation is made, amended or cancelled, the terms and conditions of the rate booked should be confirmed to the caller, booker, guest etc. By doing this we can confidently charge all cancellations, late cancellations & no shows / non arrivals in line with the terms of the rate booked.

Guests can check in from 3pm and check out is by 12pm (noon). If an early arrival or late departure is requested this can be arranged at the discretion of the onsite management team.

CONTINUED

3

Innkeeper’s Lodge

Policies & Procedures Guide