1. Front Desk Procedures
1
Information provided below includes, but is not limited to, front desk procedures you
have received during training both in ChoiceUniversity and during live desk training. The
procedures listed here are our standard hotel policies and act as a general guide as to how
things are to be handled by our guest services representatives. As with any guideline procedures
from time to time there may be situations that call for or allow critical thinking and actions
taken that build upon the policies listed below. When situations such as this arise contact
management or notify your shift relief and coworkers via your shift email. You will always use
the policies listed below.
As a front desk Guest Services agent you will always act and carry yourself in a
professional, courteous, and respectful manner while on hotel property whether you’re on the
clock or not. Cater to the guest in any way possible within reason to make their experience a
positive one. If you see something that needs to be done, do it. You may be the only interaction
a guest has with our staff or the only interaction at all, make it a good one.
Reservations:
Reservations are made by clicking the blue “Create Reservation” icon on the ChoiceAdvantage
home page or from any screen by clicking on ‘Create’ then Reservation. All fields with asterisk
are required and every reservation must be held with a credit card unless prior approval is
granted by management.
At end of call, verify their dates, room type, rate, and email if applicable as well as remind
guests that they have until 6pm of the arrival date to cancel without penalty.
Ensure information is correct and ask helpful questions if need be. (Did you get a hint that they
may need a handicap room? If so, is the standard handicap room suitable, do they need a roll-in
shower, or is it simply a room near the elevator or on the first floor an appropriate
accommodation?) If you get the impression at all that someone else will be paying for the room
explain our policy about an outside entity paying for it and offer to fax/email them a form
before their stay to make the process go more smoothly. Whenever possible get an email
address on file for them or verify the existing.
*Check-in time begins at 2pm and guests will not be considered a late C/I until 2am.
6pm Guarantee:
At 6pm, via your Arrivals List, authorize all cards on file for reservations due to come in for 1
night’s stay plus 20% authorization. The systemhas already done the math for you. Go to Guest
Folio thenViewAuthorization Center.The amountthe systemwill attempttoauthorize isinthe
‘AdditionalAuthorization’column. ClickAuthorize.If the card isgoodfor the full amountitwill
automaticallysendyoubacktothe guestfolioscreen.If the carddidnot authorize forthe necessary
amountyou will getapinkwarningbar across the top of the screen.In thiscase the reservationneeds
to be cancelled.Printthe cancellationconfirmationand place inauditstackfor the current businessday.

2. Front Desk Procedures
2
If the guestarriveslaterandwe still have a roomavailable,youmayreinstate thisreservationwitha
validformof payment.
Cancellationsand Date Changes:Printall reservationsthatare cancelledandhandwrite notesif
necessary(if there are special circumstances) andfilewithcurrentbusinessday’sauditpaperwork. Input
the caller’sname inthe systemwhenpromptedwhencancellingthe reservation.Cancellationsmaybe
reinstatedif needbe andif the room/roomtype isstill available.
If a guestrequeststochange theirreservationarrival ordeparture date theymaydoso without penalty
if theymade the reservationdirectlythroughusorChoice (CRS).However,if the reservationwas
prepaidnoeditsmaybe done solely byus.The guestmust be instructedtocontact the customerservice
representativesof the thirdpartyentitythatwas usedto bookreservationandtookpayment.These
situationsvaryanda representativemaycall ourpropertyto requestthe change whichmaybe granted
but norefundwill be given;the thirdpartyentityneedstofax or email thischange inwritingtouswhen
applicable/available;and/ordate changes maybe made but no refund givenforthe difference.
CreditCard Authorizationand forms:
A Credit Card Authorization Form must be obtained whenever a person or business is paying for
any part of a guests’ stay and that person will not be a registered guest. CC authorization forms
can be found in the accordion file under the front desk or as a saved document on either
computer. A copy of the credit card and driver license associated with the card are required for
complete documentation. The payer must designate the dates allowed to use the authorization
and specify which charges they are taking responsibility for. In the case that the CC
authorization form specifies that only Room and tax are covered a credit card or cash deposit
must be obtained from the registered guest for incidentals.
Group Reservations:
In the Choice Advantage system click Find, Group Master, and select View All Future Group
Masters. Choose which group you need to book a reservation for and select the Reservations
tab. On the right select Pickup Reservation and resume normal reservation procedures.
Checking in:
Guestsmustbe at least21 yearsof age to signfor a hotel room.We will honor underage thirdpartypre-
paidreservations.
Use yourown best judgmentregardingthe guest.Askyourself:Dotheyseemsuspiciousof beinga
troublesome guest?Dotheysmell of marijuanaorheavy of cigarettes?
Verifyrate code and rates are correct. Nightlyrates/total paid isnotsharedwithpre-paidthirdparty
reservations.(SRTLismade throughExpediabutisnotprepaid; normal 6pmauthorizationperformed;
they are allowedcopiesandrate info).

3. Front Desk Procedures
3
Verifythe I.D.andcredit/debitcardmatch eachother andchange name onreservationwhenapplicable
(Choice Privilegememberswill notbe able tochange reservationname andstill earnpoints).
Verifythe numberof nightsandmake keysforcorrect numberof nights.Alwaysmake 2keysunless
guestrequestsotherwise.
Thirdparty reservations rarely come throughwithaccurate addressesandtelephone numbers.Input
correct infowhile youhave the IDinyour possession. (Example:anaddressthatreadsNorwalk,
ConnecticutisNOTthe guests’address)
Collectfull paymentatC/Ifor all stays.Whenpromptedwithuse of debitcard paymentUNcheckthe
box that tellsthe systemtochange to cash.We do NOTwant to change paymenttocash unless
otherwise applicable (example:they’re leavingcashdepositinsteadof card).
If guestis stayingwitha CC authon file,pull authformfrombinderorfax and attach withregcard in
bucket.We must verifyif CCauthis goodfor room/tax only,incidentals only,orall charges.
Checkthat the guesthas initialedandsignedthe registrationcardasrequired.If the guestbreaksthe
rulesandwe do not have initials/signature,we are notallowedtocharge theircard or take theircash
deposit.
Third Party prepaymentand Check-In:
For mostthird-partyprepaymentreservationsprepaymentwillbe postedduringfirstshift.The
procedure isstill the same onsecondshiftandemployeeswill needtorefreshtheirarrival listtoview
any newreservationsthathave beensentelectronically tothe system.
Verifythe reservationisanadvancedpurchase reservation bydeterminingthe rate code usedbylooking
at the ‘Plan’queryonthe StayInfotab of the account. (Youmay also do thisby checkingfora
'merchantcard' or 'Expediavirtual card'for example).Note the ‘estimatedtotal cost’ of the staywith
taxes(keepitinyourheador write itdown).Go to GuestFolio,clickpostpayment(inthe 'Folio1') and
enterthe total cost of the stay.(Everythingelseisalreadyprefilledwiththe merchantcardor virtual
card info), thenclick submit.
Once the paymentisposted(listedasacreditin parenthesis) youwillnow remove thisthirdpartyCC
fromall views(change fromCCto cash).Remove the thirdpartycard fromFolio1 by clickingon ‘Edit
Configuration’thenchange methodof paymenttocash and save changes.Youwill performthe same
actionson the Folio2 tab and additionallychange the name of the tabto “Guest” or “Incidentals”.Last,
remove the merchantcard fromthe Guarantee Infotab on the mainaccount screenbyselectingEdit
Guarantee Infoandchangingthe Guarantee to h at the pull downmenu.
Afterthisprocessiscomplete,agreendepositiconwillappearonthe arrivalslistnexttothe guest’s
name.
At checkin,swipe the guest'spersonal CCinthe Guesttab of the GuestFolio(rememberthismayalso
be named"INC"or "Folio2") andensure thatit authorizesfor20% of the stay.If itdoesnot you'll get
the 'pinkbar of death'for the card declining.Tomake sure the CC authorizedyoucanverify thisby
clickingon"ViewAuthorizationCenter"inthe GuestFolio.The authorizedamountwill be inthe

4. Front Desk Procedures
4
"Existingauth"column. More detailsaboutthiscanbe foundinthe BucketChecksectionof this
document.
SRTL rate code reservationsare made throughExpediabutare notprepaid.These are to be treatedas
an average reservationwithaBARrate code.
*Some thirdparty prepaidreservationsmaybe receivedelectronicallywithpaymentalreadytaken
before the arrival date.These typeswillnothave amerchantcard andthe actionsstatedabove are not
necessary.The paymentpostedwill have beendone by‘AUTO’andthe guests’personal cardwill
alreadyexistonthe account.
Cash Payment/Cash Deposit:
In the case of guestspayingcashfor theirstaytheywill still needtoleave avalidcredit/bankcardonfile
to coverthe 20% incidentalsauthorization ora $100 cash deposit.Authorizationsare releasedbackto
the guests’personal accountin5-10 [bank] businessdaysonaverage aftertheircheck-outdate.The
$100 cash depositisplacedunderthe till andrefundedtothe guestsat the endof the stayif the roomis
clearedof damagesand/ormissingitems.Guestroomsmustbe checkedbyhousekeepingorthe front
deskclerkonstaff before the cash depositisreturned.If there are damagesormissingitems,thismust
be toldto the guestandit isexplainedtothemthattheirdepositwill be usedtocoverthese incidental
costs.Guestshave agreedto pay anyand all charges accrued duringtheirstayupon signingthe
registrationcardat check-in.
*A validcredit/bankcard matchesthe registeredguest’sIDbyname.Cardsstating‘ValuedCustomer’,
‘GiftCard’,and/or ‘ValuedCardMember’,andof the like will notbe accepted.
4th
ShiftArrivals:
For guestscheckinginafterauditbutbefore 7am guests will be chargedforthe priorbusiness
day/evening.Youmustmanuallypostthe roomcharge for the nightpriorat C/Iand notifyguestthatif
theirstayis onlyfor“1” nightthey will needtoC/Obynoon that day. Forexample:A guestarrives
at 5am on May 2nd
butaudithas alreadybeenrun.Youmay check thisguestinand manuallypostroom
charge withcommentstoinclude “prior7amC/I 5/1/2015”. Thisway it’sclearto the guestas well as
otherdeskclerkswhatthe charge wasfor. Inthis example the guestwouldneedtoC/O7 hourslaterat
noonand the numberof nightsis“0”.
CLC:
Whencheckingina Corporate LodgingCard guest, attaina copy of the driver’slicense andCLCcard to
file withregcard.
Verifythatthe ‘CompanyProfile’field andDirectBill paymentinfolistsCorporate Lodging.
Verifythatif itis a single guestthattheyhave the single LCORP rate of $56.99 or for roommatesarate
of 61.99. Aftercheckingthemintothe Choice Advantage system,findthe C/Itime (viaViewChanges)
and note thison the regcard. Log intoCLC systemandcheckthemin usingtheirCLCnumber,name,and
exacttime of C/I.Screenprintthe ‘check-insuccessful’page andfile withregcard.

5. Front Desk Procedures
5
There isa small windowof time allottedtocheckina CLC guestto the CLC systemwithoutpenalty.
Checkthemintothe CLC systemduringyourcurrent shifttoavoidpenalties.
If we have a CLC guestwithoutaCLC card theymusthave a pendingCrewFaxinthe CLCsystem.We will
normallyreceive aCrewFax formviafax aswell butonlyneedone orthe other.
*Check-intime beginsat2pmand guestswill notbe consideredalate C/Iuntil 2am.
**Early C/I ispossible onafirstcome,first serve basisbutnot guaranteed.EarlyC/Imaybe done if we
have a room cleanand readybutis the prerogative of 1st
shiftand/ormanagementdependentuponour
volume in/outthatday.
***ALL guestsmusthave at least20% of the stay authorizationonaccountin systemor$100 cash
depositundertill.If there isnoauthorizationor$100 cash depositdoNOTgive the guestkeys.Evenif
there ispaymentforthe stay, if we do nothave authorizationorcash deposititisnotconsideredas
havingfull payment.
Checkingout:
Verifyrate code and rates are correct. Nightlyrates/total paidisnotsharedwithpre-paidthirdparty
reservations.(SRTLismade throughExpediabutisnotprepaid;theyare allowedcopiesandrate info).
Thirdparty guestsdoNOT receive areceipt/foliofromusbecause theydidnotpayus,theypaidthe
bookingagency.
Verifyfoliobalance is$0 and/orpost adjustmentforanearlydeparture if applicable.
Attach regcard ontop of folioasusual andfile incurrentday’sauditstack.
CLC check-outs:
For CLC C/O,file inCLC tray.These will be pulledonaweeklybasiswhenthe CLCsettlementis
performed.
You will needtoalsocheckitout of the CLC systemwiththe exactdate and time.There isno
needtoguess,thisinformationcanbe foundin‘View Changes’ oronthe printedfolio.Checking
out a CLC guestfromthe CLC systemisnotmandatory,but itis helpful.Atthe least,fileitinthe
correct tray aftercheckingoutof ChoiceAdvantage system.
Late Check-outs:
Late C/Oare grantedon 1st
shiftonly.Diamondmembersmaybe grantedaslate as 2pm C/O.Choice
Goldand Platinummembersmaybe granted1pmC/O dependentonoccupancyoutgoingvs.incoming
(typicallythisdecisionisleftforthe morningdeskcrew also).
If/Whenalate C/O isgranted,add a note inHK Centerand/ornotifythe appropriate housekeeperof the
time thisguestisexpectedtoleave.Insome casesthe decisiontoroll the roomoverto the next
cleaningdaymaybe made.If thisapplies,note thisaccordinglyinthe HKCenternotes.
PM C/O:

6. Front Desk Procedures
6
Manuallypostthe room charge to folioandinputcommentas‘PMC/O…’and the current date.Verify
foliobalance is$0 and/or postadjustmentforanearlydeparture if applicable.
If earlydeparture applies,comment‘earlydeparturex#of day(s)’incommentfieldwhenpostingthe
adjustment.
In the HousekeepingCenteraddanote statingPM C/O.Also,make a workorderto put the room Out Of
Orderx1 day for cleaning.
Attach regcard ontop of folioasusual andfile incurrentday’sauditstack.
Extensionsand Early Departures:
Guestsmay extendtheirstaythroughusas longas itis nota third-partyreservation.Allthirdparty
reservationsare onlyvalidforthe durationof time electronicallysenttousvia the bookingagency.If a
third-partyguestwouldliketoextendtheirstaya new reservationmustbe made forthembyeither
bookinganotherreservationonline orbythe frontdeskstaff makinga new reservationforthem.
Guestsmay checkout earlyif theychoose todo so but because we take full paymentatcheck-inan
adjustmentmayneedtobe posted.Forregularreservations,youwill postanadjustmentforthe full
amountthat isleftas a balance [inparenthesis] of unusednightsbacktothe original formof payment.
(Be careful to followthe rulesforaPMC/O whenapplicable.) The note inthe commentfieldneedsto
state ‘earlydeparture x?days’.
If a thirdparty guestneedstoleave earlierthantheiroriginallybookedstayarefundisnotgiven.In
these cases,youwill postacharge for eachindividualnight(note the date inthe comments) the guestis
no longerstayingwithus. Be mindful of anyrate changesthat may have beenscheduledforthe
remainderof the stay.
Multi-partreservations:
Thisdescriptiondoesnotgive instructiontohandlingduplicate reservations. The reasonsforguests
bookingmulti-partreservationsvarydue todiscountedratesorspecial dealsavailableora change of
plans.
Multi-partreservationsoccurwhena guesthasbookeda stay usingtheirrewardpointsorviaa third
party bookingsite andneedtostaylongerthanoriginallybooked.Multi-partreservationsmaybe
throughthe same bookingavenue ortheymaydiffer.Forexample,aguestbookedapre-paid
reservationviaExpediafor3 nightsandtheymade a separate reservationforthe consecutivenights
afterthe Expediastayexpires.Incasessuchas thisitis helpful if youaddacommentinthe ‘Special
Request’fieldof the reservationsstating“Part1of2” and“Part 2of2” and soon as applicable.
Anotherexamplewouldbe if aguestbookedviaathirdparty site (orusingpointsviaChoice Reservation
System) butneedstostaylongerthananticipatedandbooksan additional stayviathe frontdesk.We
may notalwaysbe able to match the same discounttheyreceivedonline.
In eithersituationthe guestischecked-outof one reservationandbackintothe systemwiththe new
reservationonthe appropriate dates.Whenwe know thatthe guesthasmulti-partreservationsitis

7. Front Desk Procedures
7
more convenienttoboththe guestandthe hotel tohave themsignthe registrationformandmake keys
at the time of check-inof theirfirstreservationbeingused.
In the eventaguesthas reservationsforconsecutive days,theywill needtobe checkedoutandchecked
back into the system.
Choice PrivilegesGuestSign-Up:
To signa guestupfor Choice Privilegesgotothe ‘GuestInfo’tab of the reservationandclickonthe blue
box “Enroll inChoice Privileges”.Thiswill take youtoa new screenwiththe guest’sinformation.Askthe
guestfor theiremail addressandfill inthe appropriatefield.Scrolldowntothe bottomof thisform and
enteryourownChoice privilegesmemberID toreceive creditforsigningsomeone up(thisisnota
mandatoryor requiredfield).Atthe bottomrightof the formclicksubmitanda new screenwill appear
withthe guest’smemberID.Write thisnumberdownforthemonthe temporaryChoice Privileges
membercardsprovidedatthe front deskandpointout to themthatthere is a separate numberfor
reservationsandcustomerservice.Pointswillreflectwithin72 hoursof check-outaftereachstay.
Stay upto date withthe currentpromotionsChoice isofferingaswell asthe basicinformationand
knowledge necessarytogive gueststhe mostaccurate information.
Rate Codes:
Beingaware of a reservation’s rate code isneededtoensure the correctmonetaryamountof the rate
and otherdetails are inputted,orhave come throughtous electronically, correctly. Verifythe
reservationisanadvancedpurchase reservationbydeterminingthe rate code usedbylookingatthe
‘Plan’queryonthe Stay Infotab of the account. Whenin doubt,fromthe mainreservation account
screen(stayinfotab) clickthe ‘search’buttonat the IATA field.
Some examplesof commonrate codesare [butnot limitedto]:
BAR (BestAvailableRate)
SGM or LSTATE (Government/Military Rate– based on are lodging perdiem)
LADV/2;SAPR1/1R/1B/2/2R/2B (AdvancePurchase;distributed via ChoiceHotels.com,Expedia Inc.,
Booking.com) SCR;SPC;SNP;SC5;SC10; SC15; SN15 (Corporateratesdistributed via ChoiceHotels.com)
S3A (AAA);SSC(SeniorRate) (discounted rates)
SRD (ChoicePrivleges Reward Nights)
SED (ChoiceEmployeeDiscount – mustbe verified)
LEXP/LEXP2(Pre-paid – Online Travel Agenciessuch as: Expedia.com,Hotels.com,Travelocity.com,etc.;
Reservations cannot be cancelled by guest)
SRTL (NOTPre-paid – Online Travel Agenciessuch as: Expedia.com,Hotels.com,Travelocity.com,etc.;
Reservations cannot be cancelled by guest )
LNET/LNET2 /SAGOD/LOPQ(Onlinetravelagencies such asOrbitz.com,MarkTravel Web,Priceline.com,
Travelweb;Reservationscannotbecancelled by guest)
*SRD rates are staysguestshavechosen to bookusing theirreward pointsand the guaranteeand
paymentissubmitted asDirect Bill. Before theguest is checked in there are two fields thatmust befilled
in. First, in the PaymentInfo tab thepayment should belisted as Direct Bill and the Direct Bill Account

8. Front Desk Procedures
8
field needsto be filled in with‘ChoicePrivileges’. Second,on theStay Info tab (themain accountscreen),
the Company Profilefield mustbe filled in as‘ChoicePrivileges’ aswell.
Room Moves:
Whenperformingaroom move make sure thatroom isof equal or highervalue dependentonsituation
and Choice memberstatus.Tryto assignthe new roomnearbyfor guests’convenience.
Note roommove inHousekeepingCenterwithreasonwhyonthe roomthat is now vacant. (Example:If
youmoved323 to 320 youwouldmake a note on 323 inHK Centerthatstates“room move –bathroom
dirty”.)
Make a work orderputtingthe roomOut Of Order.Amountof time variesbutonaverage,roomsare
placedOOOfor 2 weeks.
Move registrationcardinbucketfornewroom and eithermake ahandwrittencorrectionorprinta new
reg card for guestwithfreshinitials/signature.The latterispreferred.
Also,remembertomake newkeysforthe correct amountof daysof theirstay for thisnew room.
Work Orders and HousekeepingCenter:
Whena work orderismade anda roomis putOOO, make a note inthe HK Center.Forexample:Inthe
HK Centerputa roomnote that states“OOO until 11/27”. Withthisnote,whenthe roomisfixedor
comesoff OOOstatus, the roomwill show ‘Vacant/Dirty/none’inthe HKCenterandthisnote tellsus
why.
Bucket Checks:
BucketchecksMUST be performedon every shift.
In the ChoiceAdvantagesystemview in-house listbyroomnumberandverifythisinformationmatches
your availabilitylog.
Afterthisisverifiedalsocompare accuracyof availabilitylogtothe bucketat the frontdesk.Checkevery
room slot,notonlythe onesexpectedtohave areg card. Verifythatall regcards have initialsforrate,
no pets,nosmoking,andsignature forpayment.Registrationcardsmustbe inthe correct slot and with
the correct dates.
If a registrationcardisfoundunexpectedlyresearchthe reasonwhyandtake actionaccordingly.The
mostcommon reasonsare:misfiled,itwaspartof a room move,ornot pulledwhenaC/O or PMC/O
was done.
Usingyour in-house list, make sure all accountshave full paymenttakenfordurationof stay.The
exceptionstothisincludeDirectBill accountssuchasCLC or Choice pointsstaysandensure the rate
codesreflectcorrectly.
Duringthisprocessgo to Guest Folio thenView Authorization Center andverifywe have a20%
authorizationinthe ‘ExistingAuth’column.

9. Front Desk Procedures
9
For auditshift,performbucketcheckbefore auditisruninsysteminanattemptto catch andfix any
issuesduringthe same businessdate.
Adjustments,Corrections,and Refunds:
Whendecidingwhetherornotto do an adjustmentof anysort,determine whythe adjustmentneedsto
be done.If anythingseemssuspiciousforanyreasonor amountsdonot add upappropriately;seeka
secondopinionfrommanagementand/orthe clerkwhowasresponsible forthe original transaction(s).
If you’re
You may performstandardadjustmentsforrate changesandearlydepartures.Discountsandanything
that isnot a simple ‘blackandwhite’situationmustgetmanagementapproval.
Under nocircumstancesare Corrections,refunds,orcomplimentary stays tobe performedotherthanby
managementstaff.
Damages and MissingItems:
Guestsinitial andsigntheirregistrationcardsas agreementandacknowledgementthatwe are a smoke-
free property,apetfree property(withthe exceptionof serviceanimals),andtheyare allowingusto
postpaymentto theircredit/bankcard.If a guest causesdamagesor hotel propertyismissingfromtheir
room,the initialsandsignature onthe registrationcardallowsustopost chargesas necessaryagainst
theiraccount.This isone of the mostessential reasonswhygettingthose initials/signatures aswell as
authorizationsoneachaccount(before keysare given).Withoutthese priorstepsachievedandinplace,
we cannot charge the guestforthese incidentals.
Discounts:
Discountsare onlygivenbyor approvedbymanagement;noexceptions.
No Shows:
Before auditis run,verifythatthere isauthorizationforone nightplustax existingonreservation. SRTL
reservations,thoughmade throughExpedia,musthave existingauthorization.
At shiftrelief,notify1st
shiftof any noshowsthat ran throughAudit.1st
shiftpoststhese chargeswhen
theyrun theirreports.
Whenpostingchargesforno showson 1st
shift,postno show charge for amountof roomrate onlythen
postpaymentviaCC on file.Noshowcharges(penalty) forstandardreservations are forone nightonly.
If there is a no showfora thirdparty,prepaidreservation,roomchargesmustbe postedforeach night
individuallyforthe durationof the originallybookedstay.Shouldthe thirdpartynoshow guestcome in
afterauditis ran,a comp’dstay will be usedanda CC or depositforincidentalswill be puton the newly
made reservation(s).
Duplicate Reservations:
Oftentimesduplicatereservationssimply requireforyou,the deskclerk,touse yourownbest
judgment. Duplicatereservationsmayoccurfor the same date or oftena date typicallywithin24 hours

10. Front Desk Procedures
10
of one another. If youfindthat a guesthas multiplereservationsandsuspectthismaybe unintentional,
the courteousapproachis to inquire withthe guestwhetherornotthe reservationisneeded.Insome
casesthe inquirywillnotbe necessarybecause youmayknow they infactdo/notneed/wantthe
additional reservation(s).
If a guestconfirmsthatthere isa duplicate/incorrectreservationbutitisa third-partybooking,the
cancellationmustbe done and/orconfirmedbythe bookingsite.
For any reservationsrequestingtobe cancelledafterthe 6pmarrival date policy,a penaltywill incur
that isone night’srate + tax.
If it is before 6pmandthe reservationisnotathird-partyand/oradvance paymentreservation,youmay
cancel the extrareservation(s)withthe consentof the guest.
ShiftChecklists:
Shiftchecklistsare tobe usedby newemployeesuntil consistencywithroutineandfew errorsis
achieved.The checklistsmaybe usedwheneverremindersare neededorduring emergencysituations
whenmanual operationsare implemented.There isnotaset time line formandatoryuse of checklists
but if errorsare occurringregularlytheymustbe utilizedregularlytoguide you.
ShiftClose and Drop:
Thoughlistedasa stepon the ShiftChecklists,atthe endof everyshiftyoumustclose outyourshift
especially if youtook incash payments.Youwill close outyourshiftinthe Choice Advantage systemby
goingto Manage,CashierShift,thenenteringthe base $300 plusthe amountyou tookinduringyour
shift(thisincludescash,checks,and/orgiftcard payments).Youandyourshiftwill bothcountandinitial
the drop envelopeverifyingthatitisdatedand the amountis correct.The shiftdropisput inthe safe by
eitherpartyand witnessed.
Manual Operations:
In the eventof the ChoiceAdvantage systembeinginoperabledue tosystemmaintenance,storms,or
otheremergencysituations,manual operationswillbe implemented. Formstouse duringmanual
operationscanbe foundinthe binderlabeledassuchat the frontdesk.Use yourshiftchecklistaswell
to assistinstayingon taskwithall duties tobe completed duringanormal shiftandto ensure youhave
all reportsand informationpossible toperformthese tasks.
Whenavailable,printall emergencyreportsatregularintervalsanduse the systemuntil itisnolonger
accessible.
Once the systemisdownand all operationsare beingdone manually,keepall lists,reports,andother
informationasupdatedaspossible bymatchingandverifyingall actionstakingplace suchasarrivals,
departures, roommoves,clean/dirty/maintenancerooms,and payments/authorizations.
Relaying“numbers” to management:

11. Front Desk Procedures
11
Alwaysbe preparedtogive accurate numbers(occupancy,sales, etc.) andknow where tofindthis
information.The occupancynumberscanbe found byrunningan occupancyreportor byadding
togetherthe numberof stayoversandthe numberof arrivalsdue infor the day.To runthe occupancy
reportgo to Run, Reports,andselectOccupancySnapshotfromthe TopTen list.Inputthe date(s) you
wishto reviewandclicksubmit.
Shiftemails:(include butnotlimitedto…)
1st
shift:toinclude anybusiness-hoursissuesthatneedtobe followedupon;gueststayextensionsif
paymentand/orkeysneed tobe completed;tasksfor2nd
or 3rd
shifttocomplete;alertothershiftsof
possible ongoingissuesorguestcare;otherpertinentinformationandactionsasapplicable.
2nd
shift:always includeHousekeepingconfirmations(on/off, viaphone/text);include special notes
aboutpossible troublesome guestsorfollow-upthatothershiftsmayneedtobe includedin; note room
movesandreason.
3rd
shift:note anyerrorsfoundand/orfixedforbusinessday; performnecessaryactionsorinform1st
shiftof any multi-partreservations orno-shows.
Shiftemailshave replacedthe standardhotel frontdesknotebookcommonlyused.Thisallows
communicationtotake place withcoworkerswhomayneedtobe keptin the loopon informationor
may be able to addenlightenmenttoanissue beingdiscussedevenwhenthey’re notcurrentlyonshift.
Shiftemailsmustbe readthoroughly.Itisencouragedtoresearchanyinformationgiven,evenwhenit
doesnotdirectlypertaintoyouor your shiftsothat employeesmayseize the opportunitytolearnfrom,
improve on,oravoidmistakes.
Thorough,detailed,andconsistentcommunicationiskeytofrontdesk procedures aswell ashotel
operationsasa whole toensure all involved,guestsand employees alike, operatesmoothlyonanygiven
day.
ShiftRelief:
Informationmustbe sharedbetweenthe outgoingshiftpersonnelandthe incomingshiftof anythingof
significance.Evenif itissharedinthe outgoingshift’semail,one cannotassume thatthe incomingshift
will have the availabilitytoopentheiremail andreaditimmediately.
ExpressMarket:
Inventoryof the ExpressMarketmustbe done eachshift.Inaddition,auditistocreate a dailymaster
listinventoryatthe endof theirshiftanda ‘closing’inventorythe followingmorningbythe outgoing
auditso that one listcoversa 24 hour period. The masterlistisleftwiththe sale sheetsforthe following
clerkon audit. Anythingsold,comp’d,orusedfromthe ExpressMarketmustbe recordedonthe cash or
CC salessheets. Sale sheetsare leftwith1st
shiftalongwiththe droplogof the previousbusinessday.
Individual inventorylogsare insertedwiththe Expressmarketcashenvelope.
Lost and Found:

12. Front Desk Procedures
12
Lost and founditemsare loggedinthe binderatthe frontdeskthentaggedwiththe room number/area
found,C/Odate (or date found),name of the personitwasfoundby,and name of personitwas logged
by.Itemsare tiedina bag and heldinthe back office (or otherwisedesignatedarea) forat least30 days.
After30 daysthe itemsare thrownawayor donatedas applicable.
Safety and CCPD:
It isthe responsibilityof all shiftstobe aware of theirsurroundingsinandoutof the building.Watching
the camera monitors,beingaware of familiarandunfamiliarnoisesinsideandout,andwalkingthe
perimeterof the buildingtoknowyourpropertyisimportantindeterminingif anythingneedstobe
notedto followingshiftsormanagement.
Anytime the police needtobe calledandinvolvedwithone of ourguestsyoumustinform
management.
If a guestisunable to getkeysfora room(no deposit/auth/etc.) andisrefusingtoleave,inform
managementandfollowtheirinstructions.Shouldthe situationescalateandthe police are calledfor
escort,conduct,trespassing,etc.managementiseitheralreadyinformedatthispointandhas giventhe
approval to call CCPDor managementiscalledimmediatelyafterthisdecisionismade.
If you suspectdruguse in a guestroom or on premises,notifymanagementeitherbyphone orina shift
email,dependentuponlevel of suspicion.If druguse suspicionisata highlevel of assurance,call CCPD
and management.Ineithercase, authorize the CConfile for$150 or up to $150 or verifythatthere isat
least$100 cash depositunderthe till.
Of course youdo notfeel safe orare concernedforthe safetyof yourself orour guests,call the police.
There isno harm inbeingcautious.
Personal calls:
Thoughpersonal cell phonesare allowedatthe frontdesk,personal callsmustbe limitedtourgent
mattersonly.Do nottake/make callsinfrontof guestsand limitcallstolessthan5 minutes.Blue tooth
ear piecesandspeakerphone are notallowed atanytime.
Leaving the front desk:
If you mustleave the frontdeskforany reason,take the cordlessphone withyouandputthe away sign
up.Try notto leave the frontdeskunattendedformore than5 minutes,10 minutesmax.The exception
ismade fornightauditwhendeliveringfolios.
Whena guestrequestssomethingof the frontdeskfromtheirroom, make all attemptstodeliveritto
themimmediately.If youwill notbe able todo itimmediately,givethemashorttime frame that they
can expectyouto arrive at theirroomor, as a lastresort, offerthattheycan come to you if theydonot
wantto wait the 5-10 minutesforyouto come to them.
You will needtoleave the frontdesktoshow a roomor the meetingroomtoa potential guest/shopper.
Alwaysescortthe guestto dothisso that you’re available foranyquestionstheymayhave.

13. Front Desk Procedures
13
Cleaningthe Lobby:
There isa cleaningchecklistavailable inthe accordionfileatthe frontdesk.Like the shiftcheck-lists,
these formsare useduntil the employee learnsaconsistentroutine.The lobbytables,chairs,entry
vestibule,ExpressMarket,andelevatorareaare all areas the frontdeskstaff isresponsibletokeep
cleanand tidy.Housekeepinghasstandardside workthatiscompletedeachdaysuch as the outside
fronttrash can, elevatortrash,andpool and publicrestrooms;thoughif anyof these areasneeds
additional upkeepbefore the followingdayitisthe frontdesk’sresponsibilitytocomplete itsothata
cleanand safe environmentismaintainedforourguestsandstaff.
Smoking:
Smoke breaksare to onlybe takenin the back of the buildinginthe designatedareaoutof sightof
guestsandwithoutsmoke makingitswayintothe building.Youmayonlytake 2-3 smoke breaksper
shiftandonlywhenwe’re notbusy.If a guestcomesto the deskor you receive aphone call,youmust
come back inside immediately.If youabuse this privilege,itwillbe takenaway.
Wash or sanitize yourhandsandfreshenyourbreathbefore youinteractwithaguest.
Dress code:
Thoughthisis outlinedinthe employees’new hire paperwork,frontdeskstaff mustwearblackslacks,
blackshoes(notsneakers),andeitherauniformshiftwiththe ComfortSuiteslogooraplainblackshirt.
Clothingmustbe modest,free of stains,fadingandexcessive wear/aging.Make-up,hair,andjewelry
mustremainmodestandnot aidas a distractiontowork,guests,orduties.More detailsare listedinthe
newhire paperworkforspecifics.
Breaks and Personal Foodand Drinks:
Employeesare allowedtobringtheirownfood anddrinksbuttheyare to be labeledwithemployee
name and storedinthe employee breakroom.Food/drinksnotlabeledare atriskof beingthrownaway
withoutwarning.Expiredorquestionable food/drinkwill be thrownawayimmediately.Employeesare
not to eatin frontof guests.Whereveryouchoose toeat/drink,youmustcleanupafteryourselvesand
leave the areacleanand as youfoundit.
Employeeson2nd
and 3rd
shiftare allowedtoeatin the breakfastdiningroomaslongas the same rules
are practicedforgreetingandbeingavailabletoguestsandarea usediscleanedafteruse.