COMPLIMENTARY UPGRADE

OBJECTIVE:

In the interest of guest relations as well as for marketing and sales purposes, certain guests may be upgraded to a higher room category.

PROCEDURE:

Apart from the General Manager, the management listed below will have the authority to decide on and approve upgrades to guests:

Executive Assistant Manager (if have)

Director of Sales & Marketing

Front Office Manager / Assistant Front Office Manager / Guest Relation Manager / Duty Manager

Chief Accounting

When guest situation requires, i.e. guest complaint, no room available at check-in etc.

Front Office Supervisors and Receptionists must get prior approval before upgrading on their own initiative to resolve guest disputes, compensate for errors or delays etc.

It is understood, and strictly requested, that upgrading is kept to an absolute minimum and must not be applied as a regular discount to patrons. The reasons for the upgrade must be specified when requested.

Receptionist must note clearly in log book, booking about free upgrading accordingly.