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SOP - Allocating Guestroom, Upgrade or Downgrade
SOP - Allocating Guestroom, Upgrade or Downgrade
Department: Front Office
Date Issued:
Memorize the different room categories, their differences, and respective locations so that you
can optimize the situation.
(Higher floor, Room with special view, Room away from elevator, Twin/Double, smoking/Non-
smoking etc.)
3) Room allocation
During check-in, ensure that the room being allocated to the guest matches the room type
reserved.
Room rate
No of occupants
Gender of the guest
Source of reservation
View
Guest History
VIP Status
If the requested room type cannot be provided as there are not ready, or
Some guests have not checked out yet, search for an alternative room that is as similar as
possible to the one reserved.
Inform the guest about the time required to give him his requested room and check on his
convenience to shift the room.
5) Common requests
Couples to be allotted King-size beds, not twin beds.
Smoking rooms to be available every day for Special guest request.
Groups of 2 or more guests from same company/TA to be given same category and same
floor for their convenience.
Problematic room to be given last and for minimum possible LOS.
For single ladies do not block a inter connecting room, Also if your hotel has a separate
ladies floor / rooms then block those.
Nonsmoking guest can be allotted smoking floor but Smoking guest should never be
allotted a Nonsmoking rooms.
Upgrade should be only for short stay guest, or guest who is paying rack rate or VIPs.
Upgrade a guest if you have no other option available, do inform the guest that he is
being upgraded on the no availability of his desired room
Any Room Upgrade has to be approved by the Front office manager / Duty Manger.
If the only available rooms represent a downgrading of the room reserved, explain the
problem to the guest and explain the differences between the two room types.
If the guest accepts the change, let him know the earliest possible time that he could
move to the room type he reserved and ensure that his room rate is adjusted.
Front office manager to speak to the guest for service recovery if necessary, in this case.
8) Room allocation has to be done as per the status of the reservation i.e. confirmed / guaranteed
bookings to be blocked first. Waitlisted / Tentative bookings can be blocked later.
9) Guest with disabilities may need rooms fitted to their special needs, special amenities or
services required at the time of reservation. It is always advisable to super block these rooms
well in advance.