After Hours Access to VIP Parking

If guests need to access the car park after the attendant has left, confirm their room number and surname before granting entry.

Use the key to the left of the front door lock. Switch it right and back to open the gate.

Ensure guests return the key to reception before proceeding to their room.

If a "Lock-in" occurs (non-guest's car left in the car park), advise the customer to call the number on their card, as associated fees are not the hotel's responsibility.

B2B Bookings

For guests extending their stay (Back-to-Back or B2B bookings), the DM will provide a printout.

1. Search the guest's surname in iHMS.
2. Open the new booking with "R" in the "Status" column.
3. Untick the "Do Not Move" box.
4. Change the "Room Type" to "VIRTUAL" and check-in. Click "OK."
5. Open the old booking.
6. In the "Transactions" tab, hold "Ctrl" and select items with a cost, excluding $0.00 items.
7. Right-click and select "Transfer."
8. In "To Folio," type the guest's surname and select their name, verifying the folio number.
9. Click "Next."
10. Copy Pre-Auth info from "Special Instructions," then check out the folio.
11. Open the new booking, click the three dots next to the unchecked "Do Not Move" box.
12. Change "VIRTUAL" to "" and select all checkboxes below.
13. Select the current room (unless they're moving) and click "OK."
14. Confirm any room move pop-ups.
15. Paste the copied Pre-Auth info into the "Special Instructions" tab.

Room Moves

Occasionally, guests need to be moved to a different room.

1. Open the guest folio and untick "Do Not Move."
2. Click the three dots in the room number box.
3. Select the assigned room and click "OK."
4. Enter a period (".") in the room change reason pop-up.
5. Select "No" for immediate room change.
6. Once the move is complete, right-click the folio and select "Confirm Change Room..."

Correcting “RAPTOR POSTING ERRORS”

A “RAPTOR POSTING ERROR” is an issue during F&B service, usually misallocated room charges.

To fix:

1. Open the error folio's "Transactions" tab. Note each charge's receipt number.
2. Ask the Duty Manager to find the matching receipt and its room number.
3. Open that room's folio and check for matching charges. If none, follow the "Transfer" process.
4. If the guest has checked out, inform the Duty Manager.
5. If unresolved, seek the Duty Manager's assistance.

Correcting “Credit Stop or Cash Only” Errors

These errors happen when the guest folio is set up incorrectly.

To fix:

1. Copy the "Voucher#" from the folio and search for it in Reservations emails.
2. In the "SynXis" email, copy the "Travel Agent Iata" number from "Additional Details."
3. In the folio's "Company" tab, click the three dots next to the company name.
4. Paste the Iata number, search, and double-click the result. Verify the "Booking Agent" matches.
5. Click "OK" to save. Re-open the folio and retry the payment.
6. If it fails, email Reservations with the folio number, guest name, and issue description.

Reversals and Error Corrections

Mistakes must be corrected for system balance. Use the correct reversal process (Payment or Manual Posting) based on the "Post Code."

For reversals, use a negative symbol (-) before the amount. Add a clear remark.

Check-Ins

Handle late check-ins. Check the "Special Instruction" tab for required payments.

• POA: Collect bond and room payment.
• CC, PP, DBA/DBC: Collect bond only.
• ACB or Z: No bond or payment needed.

If a bond is needed, explain it to the guest.

1. Once ready, select "Check In" on the folio.
2. Verify card details match or are "Expedia VirtualCard." If not, enter them. If the card differs, consult the Duty Manager.
3. Update Nationality, Region, and Country to match the ID.
4. Take a $100 Pre-Authorisation on the EFTPOS terminal.
5. Copy the room charge total from "Special Instruction" to "Transactions." Right-click and select "Payment...", then paste the amount.
6. Charge Total+Surcharge on the EFTPOS terminal.
7. Have the guest review/update their registration card and sign. Staple receipts inside the key wallet.
8. Give the guest their key, inform them about breakfast and gym/pool hours.
9. Update the folio.

Cutting Room Keys

If keys are missing, cut new ones using Ambiance.

1. Log in to Ambiance via the Chrome bookmark.
2. Select "Guest Registration," then "New Registration."
3. Enter dates, click "Next to Rooms," type the room number, and click "Next to Access" and "Next to Guests."
4. Enter the guest's name and select "Make Keys."
5. Grab two key cards and click "Start" in the pop-up.
6. Place each card on the black box, waiting for the beep between them.
7. Put the cards in a wallet with room number and check-out date, and give it to the guest.

Check-outs

1. Confirm the guest's room number and last name.
2. Right-click their folio, select "Check-out...", then "OK."
3. Check for outstanding payments. Proceed to "Completing Bond Payments" if needed.
4. Once all ledgers are at $0.00, select "Check-out" and approve pop-ups.

Completing Bond Payments

If a room has an outstanding balance, such as for car parking or unpaid room service, payment must be collected before the guest can check out.

1. Inquire if the guest prefers to settle the balance using their bond or through a separate payment.

2. If they choose to use the bond, verify that the Pre-Auth amount on the Guest Registration Card is sufficient to cover the outstanding charges.
3. If the bond is adequate, proceed with the following steps on the EFTPOS terminal:
• Enter → "Pre Auth" → "Completion" → "Enter Pre-Auth ID"

• Enter the Pre-Auth ID from the docket on the back of the Guest Registration Card → Enter

• Verify that the card number on the screen matches the card number on the docket → Enter

• Enter the amount owing for the guest → Enter

4. Once the payment is approved, stamp the back of the Guest Registration Card with the "Completed" stamp.
5. Write the room number on the top right of the docket and the folio number on the back. File the docket in the appropriate payment envelope.
6. Before checking the guest out, post this payment in the Transactions tab of the Guest Folio.