Army Lodging
Standard Operating Procedures
Manual Check-In/Check-Out
1. Purpose: To establish standard procedures for performing check-in/checkout functions whenever the computer system is inoperable.
2. Scope: All guest arrivals and departures at lodging activities operating with
the Army Lodging Automated Property Management System (ALPMS)
3. Authority Responsibility: Management, systems administrator, accounting
and front desk personnel.
4. Procedures:
a. Preparation for taking the ALPMS system down:
1) While preparing to take system down, or running on battery
backup, complete all pending transactions and print the standard set of manual
operating reports.
2) A complete set of manual operating reports will include an Inhouse guest list, available rooms report, depart/arrive/stayover report, expected
arrivals report, expected departure report, in-house guest list, room status report,
special service report, guest ledger and VIP report.
3) If time permits complete the automated room assignment
process, if not manually assign rooms meeting special service requests to the
greatest extent possible.
4) If time permits run pre-printed registration cards for expected
arrivals.
b. If loss of the ALPMS system is unexpected, front desk agents will refer
to the most recent set of operating reports as a basis for front desk operations
and continued guest services.
c. Manual Check-in:
1) Guest Check-In with Advanced Reservations
a) Ascertain the guest’s status (Official or Unofficial)
through guest presentation of identification card and/or TDY orders.
b) Check for a reservation using the Expected Arrivals
Report. If a specific room was pre-blocked (reserved), issue it. If the room
assignment process has not been completed confirm room availability through
the Room Status Report and assign a room meeting the guest requirements to
the greatest extent possible. Annotate on the Room Status Report that the room
is now occupied.
c) If advance Registration Cards have been completed have
the guest complete the applicable areas.
d) If an “Advance Reservation/Registration Data” form has
not been printed in advance:
i) Front desk agent completes manual registration
form to the extent possible using information from the expected arrivals report
and then asks guest to complete remaining information.
ii) Front desk agent reviews and initials form to
ensure it has been properly completed.
iii) Agent confirms the room rate, departure date and
method of payment and then issues the guest room key and instructions for
finding the room.
iv) Agent attaches a copy of the guest’s orders to the
registration form placing it in a location determined by management.
2) If the guest is a walk-in (no reservation) perform the following.
a) Confirm rooms have been assigned from the Rooms
Status Report for expected arrivals and then if availability remains offer the guest
a room of the type(s) available.
b) If rooms are available, agent assigns appropriate room
using the following steps:
i) Lines through the room information on the Room
Status Report, so it won’t be issued again.
ii) Request the guest complete a blank/manual
registration form.
iii) Agent confirms the room rate, departure date and
method of payment and then issues the guest room key and instructions for
finding the room.
3) Guest credit card imprints will be taken if imprinter is available, if
not, the credit card number and expiration date is taken manually on the
appropriate credit card form. If the guest wishes to pay cash in advance, perform
the following:
a) Compute charges.
b) Receive money.
c) Prepare manual receipt and give the green copy to the
guest. The original receipt is kept with the money and the yellow copy remains in
the receipt book. (DA Form 1992).
d) Place a copy of the receipt and related paperwork in a file
tray designated “Manual Operations.” These will have to be entered into the
system whenever it is brought back into service.
4) If no rooms are available and the guest is an Official traveler,
the agent logs a nonavailability (NA) control number in the front desk log as
documentation to be annotated on the automated NA system once it’s back on
line
5) Front desk agents will actively use the front desk log to annotate
actions during manual operations to facilitate loading of manual actions into the
system once back on-line.
c. Manual Check-out: Refer to the Guest Ledger produced from the
Backup reports and perform the following:
1) Front desk agent determines if the guest owes for extra
charges, such as telephone, sundry sales, or miscellaneous charges (pet fees,
damage to NAF property, etc.) and if applicable, writes the charges and amount
on the “Guest Ledger” report.
2) If a guest has a room credit, the agent checks the Guest Ledger
report for the proper guest balance as contained on the report.
3) If the guest owes money or has a zero balance, the agent
checks the Guest Ledger report for the proper guest information as contained on
the report. Agent collects the money or completes the credit card form and
charge and if applicable, and issues a receipt on DA Form 1992. The green copy
is given to the customer, the original is attached to folio after payment is entered
into computer, and the yellow copy is retained in the receipt book for file.
d. Manual check-out procedures during night audit: Refers to the Back up
reports and performs the following:
1) Agent determines if the guest owes for extra charges, such as
telephone or miscellaneous charges (pet fees, damages to NAF Property, etc.),
and if applicable, writes the charges and amount on the “Guest Ledger” report.
2). If a guest has prepaid for the room, the agent checks the
“Credits” report for the proper guest information as contained on the report. The
agent must add charges for that night, since the system report does not have the
current charges. If the guest is checking out during the night audit, that night’s
charges HAVE NOT been posted yet and must be added to folio. Agent issues a
receipt to the guest.
3) If a guest HAS NOT prepaid for the room, the agent checks the
back up report for the proper guest information as contained on the report.
Again, charges must be added to include that night’s stay. If the Audit has been
completed, charges are up-to-date. Also, only room charges are posted by the
night audit. Ensure you check to see if the guest has any additional charges that
need to be added. Agent issues a receipt to the guest.
4) If a guest has a refund due, the agent issues a refund (based on
local policy), has the guest sign documentation acknowledging receipt of a
refund, and places a copy of the receipt in the cash drawer for entering into the
system once it is brought back “on line”. Agent will document this action on the
“Guest Ledger” report. The agent must ensure the correct address is entered
into the system, if a refund will be mailed.
5) Notify housekeeping of the check-out so the room may be
cleaned, inspected, and the Room Status Report updated to reflect the room as
available for expected arrivals.
e. Going back to automated system following manual operations
1) Once the system comes back on-line and recovery tapes loaded
as applicable, all guests will be checked into system using the
Reservation/Registration Data forms and authorization will be obtained for credit
cards not previously authorized during manual operations.
2) Guest system folios for guest check-outs will be posted with
appropriate manual payments and the check-out process completed. Use the
manual receipts for checkouts while the system was down to clear them out of
the system.
3) Performs the following, as applicable:
a) File payment manual operation documentation and
system generated documentation in the “Payments” folio tray and file “Check
outs” in “Check out” tray.
b) Place a copy of the orders and corresponding registration
form in the location determined by management.
c) Runs any applicable system generated reports, as
needed, when the system comes back “on line.”
5. Local Appendix:
Local standard set of emergency reports during a controlled shut-down
Manual operation forms package
Standard shift reports and frequency/times for production per shift