STANDARD OPERATIONS PROCEDURE

ROOM CHANGE FOR IN-HOUSE GUEST

V I S T A
Department Job Title Effective Date Approved By
Front Office Reception GM

Standard:
In certain cases, some guest would like change their room to be up-graded, down-graded or change
because technical problem on their room. And in other cases, the hotel offers the guest another room based
on the description of the management for the guest’s convenience. Most hotels establish this policy in order
to have and to maintain a proper standard in handling a room change for in-house guest. The purpose of
this policy is mainly to ensure a proper communication among the departments and to have an effective
control on any Room Change.

Procedures:

1. Reception should report any Request for Room Change to HOD or Senior Staff.

2. Reception should clarify the reason for Room Change.

3. Check the Guest Reservation Correspondence for any Special Request has to be done.

4. Inform HK to check the Room before change and share the Special Request by Guest.

5. Receptionist fills in a RoomChange Slip in triplicate, and then obtains approval from FOM/Senior
Staff.

6. Upon approval, copies of the slip are to be distributed as follows:

 1st Copy: Front Office Cashier, to be attached to the respective Registration Card;

 2nd Copy: Receptionist, for file;

 3rd Copy: Housekeeping Department, for reference.

7. The transfer of the luggage is carried out in the presence of the guest. The Receptionist contacts the
Bell Desk to assign the Bell Boy to move/to transfer the guest’s luggage. The luggage movement is
then acknowledged by the Bell Boy on the Room Rate Change slip kept at the Receptionist.

8. If the guest instructs the Receptionist to move the luggage while he/she is not in the room, the
Receptionist must inform the FOM to conduct the room change together with Bell Boy and Security
Officer as witness.

9. After the guest’s room is changed, the Receptionist informs the Housekeeping Department and the
Telephone Operator verbally and hands over the concerned slip. The Receptionist will update the
room number and the room rate accordingly in the computer and mark down the room that the
guest has moved to and leave notes on the reason of the room change.

10. Upon receiving the confirmation from the Bell Boy that the room changes has been completed, the
Receptionist moves the registration card and files in respective cashier docket.