ROOM CHANGE PROCEDURES:  By Hotel ( Upgrade/ Up sell)

 Room change procedures in hotels can occur for various reasons, such as guest requests, operational requirements, or when offering upgrades or upselling opportunities. Let’s explore the room change procedures, including upgrades and upsells:

Guest Requested Room Change:

If a guest requests a room change due to preferences or issues with the initially assigned room, the hotel typically follows these procedures:

Guest Inquiry: The guest contacts the front desk or guest services to express their desire for a room change.

Reason for Change: The hotel staff listens to the guest’s reasons for the requested change to understand their preferences or concerns.

Available Options: The staff checks the room availability to identify alternative rooms that meet the guest’s preferences.

Room Assessment: If an alternative room is available, the staff may personally inspect the room to ensure it meets the guest’s requirements.

Communication: The staff informs the guest about the available options and any potential differences in room type, location, or rate.

Room Change Process: If the guest agrees to the proposed room change, the staff arranges the necessary logistics, including transferring the guest’s belongings and updating the room assignment in the property management system.

Upgrade:

An upgrade refers to moving a guest to a higher room category than the one initially booked, providing additional features or amenities. The procedures for upgrades typically involve the following steps:

Assessment: The hotel staff identifies guests who may be eligible for an upgrade based on their reservation details, loyalty status, or other criteria.

Upgrade Offer: The staff contacts the guest to inform them about the upgrade opportunity, highlighting the enhanced features or benefits of the higher room category.

Guest Acceptance: If the guest agrees to the upgrade, the staff proceeds with the room change process, ensuring a smooth transition and updating the reservation accordingly.

Rate Adjustment: Depending on the hotel’s policy, an upgraded room may come with an additional cost, and the staff communicates any rate adjustments to the guest.

Upsell:

Upselling involves offering guests the opportunity to upgrade their room or add extra amenities for an additional cost. The upsell procedures generally include the following steps:

Identifying Potential Upsell Opportunities:

The hotel staff reviews the reservation details and guest preferences to identify suitable upsell options.

Upsell Offer: The staff contacts the guest and presents them with upsell options, such as a higher room category, breakfast package, or access to exclusive facilities.

Benefits Explanation: The staff highlights the benefits and value-added features of the upsell options, making a compelling case for the guest to consider the upgrade.

Guest Decision: If the guest agrees to the upsell offer, the staff processes the necessary payment and updates the reservation accordingly.

Service Delivery: The staff ensures that the guest receives the promised amenities or services associated with the upsell.

It’s important for hotels to communicate room change procedures clearly to guests, ensuring transparency, and delivering a seamless experience during the room change process.