8/21/22, 7:41 PM Arrival & Departure: Sharing Guests (OPS-FRO-282S) - MI Standards

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Arrival & Departure: Sharing Guests (OPS-FRO-282S)

MANAGED STANDARD 
REVISED: SEPTEMBER 01, 2007 | REVIEWED: SEPTEMBER 22, 2015

Region & Brand Applicability Table

BRAND NAME US/ CAN CALA AP EUR MEA

EDITION Hotels     

Ritz-Carlton Reserve     

BRAND NAME US/ CAN CALA AP EUR MEA

The Ritz-Carlton     

APPLIES TO: Front Office

Requirements
Section
Business Objective #1

All guests in the hotel should be properly registered to allow for them to be located, calls and messages to be received
an information to be provided to them as needed.

Relevant Departments

Front Desk, Communications, Club Lounge, Reservations, Loss Prevention

Policy

If two or more guests are sharing a room and have different last names all of them should be correctly registered in the
system.

Process

If two Guests with different last names are sharing a room, both Guests should be registered separately. For this
purpose, 'share with field should be used instead of accompanying .

All rates checked in into the computer system are set up to split according to the Guest's request.

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No lost revenue. Full room nights and tax at multiple occupancy rates are posted for all registered in-house share-
with rooms.

In the event of entire or partial no-shows, single occupancy rate for room will be posted. Corresponding credit for
room should have been collected at the check in of one of the sharing guests in case of partial no-show.

Share-with reservations are merged into the same room, however, all sharing guests have their own account, own
profile and etc. and can be easily broken into two separate reservations or moved to separate rooms if wanted.

Share-with reservations have the same confirmation numbers and can be easily found in the system.

When registering a share-with, do the following:

1. Confirm share-with name.

2. If share-with guests don't check in together, quote first the full rate to the Guest and explain that before
Checkout, the rate will be split if requested. The rate can be split up by 50% or fully charged to one of the
sharing reservations.

3. If paying by credit card, obtain enough approval for all room nights and tax at the full room rate.

4. If paying by cash, hotel policy required that, at a minimum, the Guest pays all room nights and tax at full
rate.

5. The Guest may wish to wait until the roommate arrives. FDA may suggest this alternative if Guest seems
reluctant to establish full credit.

6. If both Guests are checking in and they decide to share the rates from the beginning, check the system and
confirm rate is set to split according to Guest's desire. Ensure the two rates will equal the double rate for the
room.

In case, one of sharing guests pays for entire bill, second account is settled to 0 (zero) balance and checked out.

All accounts registered in one room printed when any roommate in that room checks out.

At Checkout, CC prints both folios, even if roommates are not checking out together. Politely explains to the
Guest(s) that incidental charges may not be split correctly between the two accounts, particularly phone calls,
since we are not able to keep track of which roommate picks up the phone. Ask each roommate to indicate the
charges he or she incurred. Add the total and collect payment.

EFFECTIVE: SEPTEMBER 01, 2007 | PUBLISHED: SEPTEMBER 01, 2007

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standard.
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