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    SOP - Front Office - Handling Guest Rebates or Allowances

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    Imee S. Yu
    This standard operating procedure outlines the process for handling guest rebates or allowances at the front desk of a hotel. All rebates must be authorized by department heads and approved by the general manager and financial controller. The front desk cashier can provide rebates for issues like incorrect room rates or charges, disputes over mini bar charges, or guest dissatisfaction. Any rebates must be documented on a voucher requiring details of the adjustment and approvals from the cashier and manager. All rebate vouchers are reviewed daily and investigated by management.

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    SOP - Front Office - Handling Guest Rebates or Allowances

    Uploaded by

    Imee S. Yu
    65 views2 pages
    This standard operating procedure outlines the process for handling guest rebates or allowances at the front desk of a hotel. All rebates must be authorized by department heads and approved by the general manager and financial controller. The front desk cashier can provide rebates for issues like incorrect room rates or charges, disputes over mini bar charges, or guest dissatisfaction. Any rebates must be documented on a voucher requiring details of the adjustment and approvals from the cashier and manager. All rebate vouchers are reviewed daily and investigated by management.

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    SOP - Front Office – Handling Guest Rebates or Allowances

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    This standard operating procedure outlines the process for handling guest rebates or allowances at the front desk of a hotel. All rebates must be authorized by department heads and approved by the general manager and financial controller. The front desk cashier can provide rebates for issues like incorrect room rates or charges, disputes over mini bar charges, or guest dissatisfaction. Any rebates must be documented on a voucher requiring details of the adjustment and approvals from the cashier and manager. All rebate vouchers are reviewed daily and investigated by management.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    65 views2 pages

    SOP - Front Office - Handling Guest Rebates or Allowances

    Uploaded by

    Imee S. Yu
    This standard operating procedure outlines the process for handling guest rebates or allowances at the front desk of a hotel. All rebates must be authorized by department heads and approved by the general manager and financial controller. The front desk cashier can provide rebates for issues like incorrect room rates or charges, disputes over mini bar charges, or guest dissatisfaction. Any rebates must be documented on a voucher requiring details of the adjustment and approvals from the cashier and manager. All rebate vouchers are reviewed daily and investigated by management.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
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    SOP - Front Office – Handling

    guest rebates or allowances


    SOP Number: FO – 26

    Department: Front Office – Cashiering

    Date Issued: 05-May-2014

    Time to Train: 30 Minutes

     All rebates / adjustments / allowances for charges posted to


    a guest must be prepared on a allowance slip and the same need to be
    authorized by the department heads. Normally allowances are
    authorized by the Front Office Manager, Resident Manager or Director
    of sales.

    All allowances must be also circulated for review and approval by the
    General Manager and Financial Controller.

     Front Desk cashier normally passes a allowance when a guest indicates


    that he/she has a complaint about room rate applied, charges on bill,
    Mini bar disputes, double postings, free inclusions which was part of
    rate and may also due to dissatisfaction of certain hotel services.

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     If the cashier feels that an adjustment is required, then he or she
    should inform the Front Office Manager or duty manager so that
    immediate steps for service recovery can be done.
     If a situation arises where it is absolutely necessary, a rebate /
    allowance may be authorized and handled by the front office cashier,
    but all such rebates must be reviewed by the Front Desk Manager or
    duty manager at the end of each shift.
     A rebate should be only passed when it is the only way to placate or
    satisfy the guest.
     Post a (–ive) entry on the correct Transaction / rebate code to pass a
    rebate.
     When the decision is to make a rebate, the cashier will prepare the
    rebate voucher. The voucher must contain the following information:

    1. Date on which rebate is passed


    2. Name of Guest
    3. Room Number
    4. Signature of the cashier
    5. Signature of Authorized Manager
    6. Reason / Explanation for the Adjustment
    7. Amount of the Adjustment

     The voucher is then placed with the other rebate vouchers that have
    been run for that day for review by the Night Auditors.
     All rebates will be signed by the Front office Manager / Duty manager.
     Report Allowance / rebate for the day will be printed daily and
    circulated along with the Night audit report set.
     The General Manager / Financial controller will also maintain close
    supervision over rebates. He/she will review and approve all rebates
    on a daily basis and will investigate and reconcile any unusual or
    recurring rebates.
     It should be noted that when rebates are passed with the correct
    corresponding rebate codes should be only used by the front desk
    cashier. Eg: For passing allowance on room rental the Transaction
    code or Department code ‘Allowance Room charges’ only to be used.

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