Policies Overrides/Exceptions Deposits Communication MOP
100
What is 24 hours before check-in time?
The length of time a guest needs to provide in order to cancel their reservation.
100
What is "The guarantee type for the property is CC, would you like to override these restrictions?"
This override should always be approved, when changing guarantee.
100
What are cash, cheques, efts, paid outs, deposit calculator and transaction report.
These are the items that must be included in your deposit (if applicable).
100
What is a confirmation email?
This is the most likely place you will find guest requests for their specific reservation.
100
What is the housekeeping coordinator?
This person is responsible to inspect rooms and mark them as verified.
200
What is 2nd floor?
The location of the ONLY pet friendly rooms in the hotel.
200
What is "Room type not available"
This override pop up may force you to book a second reservation when trying to extend a stay.
200
What is 5 cents?
All cash amounts in the transaction report must end in a multiple of this to be correct.
200
What are terms of affection or terms of endearment?
While these names may be great for talking to friends or family, they are not considered professional for a work setting.
200
What is the VIP report?
This report gives you the information required to add to specific rooms in MOP
300
What is "Is the guest's name on the credit card?"
The question that must be asked to every person booking a room with a credit card as a guarantee.
300
What is "minimum length of stay"?
This override should only be used when one night of a full weekend is sold out, and the other has an available room.
300
What is the starting and ending float?
The deposit calculator subtracts the difference of what from your transaction report total to calculate deposit owed?
300
What are number of rooms, arrival date, departure date, type of rooms, rates, names, and payment type.
When responding to emails regarding a reservation booking, this information must be included.
300
What are "total occupied rooms", long-term rooms requiring full cleans, "out of service rooms that return to service the next day" and LTRs rented nightly.
These are the rooms counted when housekeeping call to check room counts for on-call shifts.
400
What is "Are you a member of Wyndham Rewards?"
The question every reservation must be asked after confirming dates, room type, and rate.
400
What is "rate category closed for part of the stay"
This override can be used for a one night walk-in, when there are rooms available, but should otherwise only be used with a manager's approval.
400
What is over/short?
A discrepancy of more than $1 in this field requires a re-count and/or corrections within Synxis.
400
What is "Is there anything we should know?"
This question must be asked as a follow up during check out when a guest says their stay was "fine", "ok, "good", "alright" or any other less than enthusiastic answer.
400
What is the room changes from due out to checked out which signals that housekeeping may enter.
Once a guest is checked out of Synxis, we never allow them to remain in their rooms because of this.
500
What is Inspect the Guest Room?
The first task that must be completed before checking out a guest paying cash.
500
What is "Room type is not available for the group"?
This pop-up shows up when making a reservation in a group booking and cannot be overridden. It may, however, be able to be adjusted by having a manager make some changes from within the group block.
500
What is "doctoring"?
This "medical" term for changing accounting numbers could be applied to a scenario when a staff member adjusts transaction totals or deposit actuals to make their report balance.
500
What are 4pm holds and those with failed cc auths.
These two types of guests must be called at the beginning of every 4-10 shift.
500
What are: Guest is on site, anticipated early arrival, no available rooms of that type, immediate issue for in-house guest.
These are the reasons a room should be marked as high priority in MOP.






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