Standard Room Move Procedure
A room change request can occur for different reasons, Front officeFront office is the communication; accounting; and service center of the hotel team should change the room as quickly as possible when a guest is dissatisfied with accommodations or finds defects that cannot be immediately corrected.
Below are a few reasons for room change requests from guests:
- A/C not working.
- Room Type allocated was not as per the room confirmed.
- Water leakage in bathroom.
- Noisy floor / Noise from an adjacent room.
- The guest wanted to stay in a higher-category room ( Upsell )
- If no room of a similar type is available, the Front Desk Supervisor may be authorized to offer upgraded accommodations at no additional cost to the guest.
- Duty ManagerManager is a person in the hotel operations who is assigned to manage or supervise a group of employ..., Bellman, Desk Attendant, etc., should immediately be sent to the originating room to deliver the new room key.
- The individual delivering the key should offer to assist the guest with baggage if the Bellman is not present.
- Under no circumstances should the guest be asked to return to the Desk for a new room key.
- After the room change has been completed, HousekeepingA department of the rooms division; responsible for cleaning the hotel's guest rooms and public area... must be notified so the room may be cleaned or “tidied” as necessary.
- This may be communicated through PMS by entering the room move.
- Ensure that all room and rate changes are properly updated on the Property management system.
- In case of an upsell the room rate is to be changed to the higher category.
- In case of an upgrade, the room rate should not be changed.
- It is important to ensure that the room move is shown on the Property management system as this will affect the front office operations like incoming mail and telephone calls, voice mails, and also to ensure proper billing at check-out.
- The room change information should also be recorded on a five-part ‘Room ChangeRoom Change is when a guest moves from one room to another during his stay. Form’ and distributed as follows:
First copy – Front desk room move file.
Second copy – Room service department.
Third copy -Cashier. The cashier is responsible for recording the new information on the guest folio, stapling the NCR slip to the registration card, and placing supporting guest bills from the old room rack to the new room rack.
Fourth copy -Bellman. The Bellman is to make the room change, and the same is filed in the room move folder.
Fifth Copy – Housekeeping, All room changes must be reported to Housekeeping so the first room can be tidied up and kept ready for another guest.
Test your knowledge
Room Move Procedure
What is the primary objective when a guest is dissatisfied with their accommodations or finds uncorrectable defects?
The front office team should change the room as quickly as possible.
According to the SOP, what is one common reason for a guest to request a room change related to room allocation?
The room type allocated was not the same as the room type confirmed during reservation.
What should the Front Desk Supervisor be authorized to offer if a guest requests a room change but no similar room type is available?
An upgraded accommodation at no additional cost to the guest.
What is the correct procedure for delivering a new room key during a room change?
The key should be delivered to the guest's originating room; the guest should not be asked to return to the front desk.
Who should offer to assist a guest with their baggage during a room move if a Bellman is not present?
The individual delivering the new room key (e.g., Duty Manager, Desk Attendant).
Which department must be notified after a room change has been completed so the originating room can be cleaned or tidied?
Housekeeping.
What must be done in the Property Management System (PMS) for a guest who is upsold to a higher category room during a room change?
The room rate must be changed to reflect the higher category.
If a guest is given a complimentary upgrade during a room move, how should their room rate be adjusted in the PMS?
The room rate should not be changed.
Why is it critical to ensure a room move is accurately updated in the Property Management System?
It affects front office operations like incoming mail, telephone calls, voicemails, and ensures proper billing at check-out.
What is the name of the document used to record and communicate room change information to various departments?
The 'Room Change Form'.
Where is the first copy of the five-part 'Room Change Form' filed?
It is filed in the front desk room move file.
Which department receives the second copy of the 'Room Change Form'?
The Room Service department.
The third copy of the 'Room Change Form' is distributed to the _____.
CashierCashier is a person who processes guest checkouts and guest legal tender and makes change for guests....
What is the responsibility of the Cashier upon receiving their copy of the 'Room Change Form'?
To record the new information on the guest folio and move supporting bills to the new room rack.
Who receives the fourth copy of the 'Room Change Form' to execute the physical room change?
The Bellman.
The fifth copy of the 'Room Change Form' is sent to which department to ensure the vacated room is prepared for another guest?
Housekeeping.
Training Summary questions:
Q1. What are the reasons for room change?
Q2. What should be done in case no room under a similar category is available?
Q3. Who should offer assistance to the guest baggage in case bells men not available?
Q4. To which all departments is the room change form to be distributed?
Q5. What all needs to be checked before accepting personal cheques for bill settlement?
Patreon Only SOP Download
SOP Number: Front Office SOP – 21
Department: Front Office – General
Date Issued: 11-May-2014
Time to Train: 30 Minutes
