Standard Operating Procedure

Upgrading a Guest
The guest with confirmed reservations are given the next higher category of
rooms, when the preference of room category reserved for is not available.
Reason
To maximize guest satisfaction and exceed guest expectations.
Procedure
1. The FOA, at the time of check-in, must look for the rooms with attributes
specified in the reservation.

2. In case the room with the desired attributes is not available, then he room
closest to the room requested by the guest is offered to the guest.

3. In case it is felt by the FOA that the guest is unlikely to accept the
alternate, a room of a higher next category with the knowledge of the DM
is offered to the guest at the rate confirmed to him.

4. In case the upgrade is due to unavailability of the category the guest was
booked for, he/she must be informed that he/she has been upgraded to
the next category for the stay.

5. The guest is roomed i the upgraded room and within ten minutes, the
guest is called to check if the room is comfortable.

6. System is updated with the reason for the upgradation.

7. Great care must be taken to ensure that the rate is correct and the guest
is not being over charged.
The guest with confirmed reservation is not to be refused accommodation
even if the guest has to be upgraded.