Standard Procedure
Pre Allocate Rooms
Step
Document Owner
Front Office
Document Author
Mario Gibson
Issued Date
31/08/2020
Activity
Standard



1.
Allocating a
guest/s room

2.
3.
Summary: This standard explains the steps to follow when allocating
rooms to guest/s prior to arrivals .This also creates wanting to make
their stay memorable at our hotels.
Informing the
relevant
departments
Contact
Guest/travel
agent/company
(If necessary)
Preferences will be fed-in during the time of the reservation in the correct fields. Room
allocation will be done as per the guest/s preferences.
Hotels rooms will be allocated 24 hours prior to a guest arrival and will be completed
before the guest check in time. Any guest requests will be adhered to during this time and
will inform respective department’s prior guest arrival.
The following must be considered:
o Arrival date
o Departure date
o Room type
o Room rate
o Previous number of stays
o Guest level status
o Time of arrival
o Room specific features
 Differently abled room
 Inter connecting / adjoining room
 Smoking / non smoking
 Bed type
 View
 Location ( floor / near elevator)
 Wing ( if applicable)
 Room number preference- if required
If the room type requested by guests is fully booked; the employee will upgrade to the next
category according to the availability and Room Upgrade Standard.

Relevant departments will pick up information from the system through tasks and actions.
Notify the departments accordingly.

If needed contact the guest/s,
‘Could I speak to you for a moment with in regards to... (Situation)?’
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