2. Objectives
To properly execute all necessary steps and procedures in
accordance to our Wyndham standards.
To give our guests the best customer service that each and
everyone of them expects from us.
To avoid guest complaints.
To have proper internal documentation and to avoid
Accounting audits.
3. Coverage
Basic steps including Wyndham standards.
No deposit, no check in policy.
Billing instructions
Attachments / Supporting documents
Keycard issuance
Handling unguaranteed OTA waitlist bookings and changing
reservation in the system to Walk in.
4. Basic steps in accordance to
Wyndham standards
Greet the guest using the BRAND NAME.
“Welcome to Ramada Manila Central! How may I assist
you?”
Call and give Welcome drinks to the guests.
If the guest says that he/she has a reservation, ask for
the guest’s passport or any valid ID.
When the reservation has found, get the registration
card and reconfirm all reservation details with the guest
and let him/her fill up and sign the registration card.
Always offer UPSELL.
Once everything’s settled, ask the guest for a deposit.
“How would you like to settle your deposit? Through
cash or credit card?”
5. Basic steps in accordance to
Wyndham standards
If the guest chooses cash:
Get a Cash Credit Voucher, fill up all necessary fields,
and let the guest sign. Make sure to indicate the right
amount; this might lead to costly mistake.
Once signed, give the white copy to the guest and tell
him/her to present it upon check out to claim the
excess deposit.
6. Basic steps in accordance to
Wyndham standards
If the guest chooses credit card:
Get the credit card and look through all details. Check
for the expiry date, name, signature at the back, and
make sure that the credit card is valid.
Never use DEBIT CARD for authorization as it will be
automatically debited to the guest’s account including
the incidental deposit. If the guest insists, suggest
straight sale and ask cash for the incidentals.
Explain what “Authorization” is if necessary
“We’ll just do an authorization and the amount will
just be held in your card. We’ll settle everything upon
check out and the excess will be reverted back in
your credit card.”
7. Basic steps in accordance to
Wyndham standards
Ask if the guest is already a Wyndham member,
introduce, and offer.
Issue Keycard.
Make sure to give the right room number.
Double check the room status before issuing the
keycard.
Always tick the “Gym” at the Adelle keycard system.
Accurate departure date and time.
One keycard per room only. If the guest asks for
another one, analyze the guest’s situation and profile
first before issuing.
Never tell the room number for the guest’s privacy and
security. Just the floor number.
8. Basic steps in accordance to
Wyndham standards
Issue Complimentary Shuttle Coupon.
Indicate all room inclusions (i.e. breakfast, promo
package, freebies, etc.)
Introduce our amenities and facilities.
Extra mile. “If there’s anything else that we may assist
you with Mr./Ms. ____, just dial “0” for front desk.”
Ask for luggage assistance. “Would you be needing a
luggage assistance Mr./Ms.__?” If yes, introduce to
Concierge also for the room orientation for first time
guests.
Wish the guest a memorable stay.
“ Have a pleasant stay Ms./Mr.__!”
9. Group Check in
Make sure that the BDS has provided us a naming and
rooming list for the group.
An accurate Group Bulletin must be on hand.
FOS to do blockings and check if all bookings are in
accordance to the GB issued by the BDS.
All information must be in the system. Guest names must
be accurately inputted.
Prior to the group’s arrival, these should be prepared:
Excel made rooming list from FO.
All supporting documents and regjacket.
Keycards
Rooms
10. Group Check in
FOS to handle the group check in with the support and
help of the associates.
When the guests are already inside their rooms, and the
wave has subside, all guest details must be inputted in
the system. To be checked by the FOS afterwards.
Everything to be endorsed to everyone especially to the
night auditors as they to check every room details before
running the system.
Every concern must be relayed to the BDS.
No additional room to be given unless instructed by the
BDS and revised GB should be furnished/
11. Basic steps in accordance to
Wyndham standards
Important Notes:
Always use RMC pen.
Always address the guest through his/her surname.
For OTA bookings, always ask for the voucher.
Never make the situation dull. GUEST ENGAGEMENT.
All necessary things (passport, credit card, etc.) should
be given back to the guest’s hand, not on top of the
desk.
Encourage guest to fill up all contact details (Address, e-
add, and contact number). Proper explanation must be
said. “We’ll be needing your email address for us to
send and update you our future promos and even
season greetings.”
12. Basic steps in accordance to
Wyndham standards
Important Notes:
Instruct the guest on how to use the Keycard in the
elevator.
Always smile. Never smirk, frown, or make face in any
situation.
Eye to eye contact.
Proper posture.
13. No deposit, no check-in policy
Make sure to get a sufficient deposit for every room:
2,000PHP daily incidental deposit on top of the total
amount for the room charges.
If the guest asks to waive the incidental deposit, ask for
MOD, AFOM, or FOS’ decision.
If the situation is permitted, and CASH BASIS policy will
be implemented, barr all outgoing calls, pull out minibar
(if also instructed by the approving officer or won’t be
needed by the guest), deactivate system interface, and
inform Housekeeping and FNB department immediately.
14. Billing instructions
PERSONAL ACCOUNT
Room rate may be seen by the guest.
Everything shall be paid by the guest.
Incidental deposit plus room charge deposit must be
taken from the guest.
15. Billing instructions
Room to company
Room rate is CONFIDENTIAL.
Incidentals will be on the guest’s personal account.
Ask for incidental deposit. Daily incidental deposit.
Make sure that a Letter of Authorization from the
company is present or attached in the registration card.
If not, call the Reservations’ or BDS’ attention. If they
can’t provide sufficient document, we will be compelled
to get a room charge deposit from the guest and explain
that if the reservation payment will be guaranteed by the
company, we’ll return the deposit. Note: Use ROD rate
for the deposit.
16. Billing instructions
Room to TA (Travel Agency)/Prepayment
Room rate is CONFIDENTIAL.
Make sure that the booking is already paid by the travel
agency. If not, call the Reservations’ or BDS’ attention
and get a full deposit (Incids+Room charge) from the
guest then change rate to ROD.
Booking order must be present or attached in the
registration card.
Get the voucher or TA’s booking confirmation from the
guest.
17. Billing instructions
Prepaid (OTAs)
Room rate is CONFIDENTIAL.
Booking attachment from the Reservations must be
attached or present.
Make sure that the booking is already pre-charged and
posted in the system as an advance deposit.
If the booking isn’t guaranteed due to invalid CC details,
convert booking to walk in (To be further discussed).
Get voucher from the guest.
Ask for a daily incidental deposit.
If the booking is a pre-charged personal account OTA,
make sure to let the valid guest sign the credit card slips
brought down from the Reservations.
18. Billing instructions
Send bill arrangement
Room rate is CONFIDENTIAL.
Confirm with the Accounting department that the
booking’s payment is a send bill arrangement.
Letter of authorization must be attached or present.
Get the letter of confirmation from the guest.
Ask for a daily incidental deposit.
19. Handling Unguaranteed OTA-Waitlist-Bookings
and Changing Reservation into Walk in
Inform the guest in a proper way that his/her booking
from the OTA is not guaranteed due to invalid payment
details given to us.
Introduce our ROD rate and offer to the guest. If the
guest accepts, change all necessary details in the
system to avoid audits and rebates.
Room rate and rate code
Reservation holder
Source code and segment code
Do not forget to put all necessary comments in the
system.
Do standard check-in for personal account.
21. Keycard Issuance
Before issuing another keycard to an in-house guest,
make sure to ask for an ID first and verify in the system.
Never issue a keycard to someone who’s not registered
in the system.
If a guest surrenders his/her keycard and instructs that
it’ll be claimed by someone, let the guest fill up our
Keycard Authorization form.
If a guest wants his/her keycard reprogrammed, read
the Keycard first in our Keycard system and view if the
keycard is really from his/her room number.
