HANDLE NO SHOW

OBJECTIVE:

This SOP is to follow up with the payment of penalty charge for the Booking No Show.

PROCEDURE:

Before commencement of night audit the Night Receptionist must check if there are still any expected arrivals.

In house guest list must be checked as it may have duplicate bookings or guests have already been checked in as a Walk In guest.

Do not cancel the No Show reservations in the PMS when processing the Night Audit, so the system can automatically record the no show.

Keep all the relevant supporting documents for further reference of Sales Department (especially for the guaranteed reservations.)

Reservation Coordinator will print a No Show report and investigate all the No Show reservations on the following morning, with decision if it will be charged or not and the charging itself will be handled by the cashiers.

Any change of No show has to be approved by FOM / GM.