Ana Chavarria, front office manager of The Times quests for adjustments on their accounts have been Hotel, has gathered her front office staff at a meet- delayed. ing to discuss the current policy on adjusting guest Luis Jimenez recalls that one guest had requested charges. Several guests have completed and re- that a $10.25 phone call be removed from his acturned guest comment cards indicating that re- count because he did not make that call. Another XEY WOBDS 235 guest wanted an $8.95 movie charge deducted from duty reprimanded Lavina and told her, "All adjusther bill because she did not warch the movie. Luis ments are handled by me," said he referred these guests to the front office su- Ana wants to updare the hotel's policy on aupervisor on duty, which made both guests very angry. thorizing adjustment of guest accounts. Give her The guests who were waiting in line for service were some guidelines on dollar amounts that can be adalso annoyed. Lavina Luquis had a similar situation, busted without the supervisor's approval and decided to just deduct the disputed $32,95 lunch chate seribe some situations in which adjustments can be without approval. The front office supersise applied,.

1. Ana Chavarria, front office manager of The Times quests for adjustments on their accounts have
been Hotel, has gathered her front office staff at a meet- delayed. ing to discuss the current policy
on adjusting guest Luis Jimenez recalls that one guest had requested charges. Several guests
have completed and re- that a $10.25 phone call be removed from his acturned guest comment
cards indicating that re- count because he did not make that call. Another XEY WOBDS 235 guest
wanted an $8.95 movie charge deducted from duty reprimanded Lavina and told her, "All
adjusther bill because she did not warch the movie. Luis ments are handled by me," said he
referred these guests to the front office su- Ana wants to updare the hotel's policy on aupervisor
on duty, which made both guests very angry. thorizing adjustment of guest accounts. Give her The
guests who were waiting in line for service were some guidelines on dollar amounts that can be
adalso annoyed. Lavina Luquis had a similar situation, busted without the supervisor's approval
and decided to just deduct the disputed $32,95 lunch chate seribe some situations in which
adjustments can be without approval. The front office supersise applied,