SOP – Front Office – Vouchers and Gift Certificates

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Procedure For Handling Discount Vouchers and Gift Certificates

Gift certificates or vouchers are treated like cash, The guest who is carrying a valid voucher or gift certificate is entitled to get a credit on the invoice or mentioned service with a discount or free of cost.

  • All Gift Certificates will be sold at the Front Desk. The Front Office Manager is responsible for ensuring that an adequate supply of Gift Certificates and special discount vouchers are on hand at all times.
  •  The front office manager is responsible for publishing and managing hotel online vouchers/coupons and gift certificates. E.g.: groupon.com, coupons.com, hotelcoupons.com, etc.
  •  All pre-printed Gift Certificates and vouchers will be issued by the Accounts department to the Front Desk.
  •  A Gift Certificate issued by the hotel must include the following:
  1. Date of purchase
  2.  Expiration date.
  3.  Serial Number.
  4.  The exact value of the certificate in local currency.
  5.  Exact discount percentage or entitled services.
  6.  Authorized signature (signature of the issuing Front Desk).
  7.  Hotel Seal
  • Gift Certificates Issued to Companies or Travel agents must include the following:
  1. Date of purchase/issue.
  2.  Serial number.
  3.  Hotel name and Contact number.
  4.  The exact value of the certificate in local currency.
  5.  Exact discount percentage or entitled services.
  6.  Authorized signature ( Signed by the Sales Manager or Director of Sales)
  • If the voucher is not generated from PMS, then the photocopy of the Corporate Gift Certificate or details like the serial number issued should be passed on to the front desk cashier so the voucher can be updated on the Property management system.
  •  Before passing a credit for the guest account front desk cashier should always check the validity and other details on the gift certificate.
  •  Each Gift Certificate should be posted on the Gift Certificate City Ledger account. The Gift Certificate number should be listed in the required reference field.
  •  Change should not be returned to the guest for any amount (difference between Gift Certificate value and balance due on check or folio).
  •  Gift Certificates are not refundable and exchangeable with other guests.
  •  The Night Auditor should cross-check all vouchers or gift certificates with the credit entry shown on the guest folio. The credit entry should always match the gift certificate value.
  •  If there is any discrepancy found then further investigation needs to be done and the same to be informed to the management team.
  •  The Gift Certificate Policy will be set by the hotel management and monitored by the financial controller.

Training Summary questions:

Q1. Who is responsible for issuing offline gift certificates?

Q2. What all need to be present on a gift certificate issued by the hotel?

Q3. Who should be responsible for online gift coupons and discount vouchers?

Q4. What should be done if the voucher value is greater than the folio balance?

Q5. Who should cross-check all the voucher settlements for the day?
SOP Number: Front Office SOP – 29
Department: Front Office – Cashier
Date Issued: 13-May-2014
Time to Train: 40 Minutes

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