District Fitzroy Staff Manual

RESERVATIONS

Process all your bookings in the same way as at PHA and DSY except we send through the pre-arrival email to the guest as soon as the booking is received. We must have their ID and CC on file.

Please be aware of weekends; this is because we have a higher percentage of dodgy people and party planners. We take bonds from everyone who stays. Don't decide yourself to not take a bond.

If we receive photo ID and CC but we can only see the last four digits, and it is an Expedia or Qantas booking, you will need to either call or email them to call us with there CC details, don't send their instructions until you have this. The only exception to this if it is an older person above the age of 50.

With corporate booking (Corporate traveller, CTM, agencies) send the arrival instructions to the travel agent, money from a travel agent is always guaranteed

Late check-out options are the same as DSY and PHA; housekeeping is only there from 10am-2pm. Guest can only leave bags till 1 pm.

DAY OF ARRIVAL

If its the day of arrival and you havent got the guests' photo ID and CC and a bond, don't check the reservation in until you do. Make a note on the cleaning email, so Nick is aware and try calling them during the day to get this information and resending the pre-arrival email. If you haven't received CC and ID by closing time, you will need to log into Nitel and get them to authorise a bond collection, and for them to get cc and id details. Depending on the guest, double check with your manager if you are unsure about this. (if guest sounds dodgy)

SAME DAY BOOKINGS

If its booking.com and its the same day booking, chances are they are dodgy. You will need to call them as soon as the reservation comes through and let them know we need this information by 6 pm.