WHAT'S THE RIGHT MOVE?
The guest is requesting amenities prior to arrival, but there is no credit card on file. You respond by sending a Sertifi form. Was this the right move?
Yes!
This system is PCI compliant to handle credit cards and payment authorizations.
Sertifi
You already signed the Dive BVI sales log. What's next?
To file the sales log.
Mooring balls can be reserved over the phone.
Incorrect.
You just charged my card $150.00 and I just checked in. What do you say?
A guest is checking in, and you notice their credit card has been declined. They ask you if they can charge dinner to their room, and you say "yes". Was this the right move?
NO!
The code of the new report to be sent to managers daily.
D-174
You’ve already posted the commission owed from a boat charter company in Opera. What’s the next step?
You send an invoice to the boat charter company.
The only available PM account number was 8016. You need to charge a pass-by for fuel. As the guest grew increasingly impatient, you proceeded to open the PM account.
Incorrect
I booked through Agoda, therefore I should not be required to put a credit card down for my room rate. What do you say?
A credit card is required for incidentals.
The guest booked through Dockwa and complains that the marina electricity isn’t working. He requests a refund, and you proceed to refund only the electricity portion through OPERA. Was this the right move?
No.
Need to be reviewed daily and follow up every 2 days for payment.
Open folios
What's the entire process of handling guest credit card inquiries?
Collect information, verify, escalate, resolve
A guest is checking out. The reservation is from Expedia, but there are no routing instructions on file. You immediately set the routing instructions and close the folio to the City Ledger.
Incorrect
I am checking out today, and the sunglasses I purchased at Dive BVI were defective. Please refund my monies. What do you say?
All Dive BVI refunds must be processed through DIVE BVI. But I can send an email on your behalf.
A colleague asks you to open a PM account to charge a burger. Your supervisor is unavailable, but your coworker hands you a credit card and tells you to go ahead and charge it — so you do. Was this the right move?
NO!
This third party reservation must always have a deposit on file, if not contact accounting.
DOCKWA
A guest is checking in. He booked through booking.com and there's a Virtual Credit Card on file. What's next?
Run a proforma folio and charge the card.
A Dockwa guest is a No-Show, you charge the full deposit on file.
Correct
Phone Call: My mother just checked in. I would like to buy her flowers. Let me know when you are ready to write down my credit card details for the purchase.
You received cash, so you immediately drop it to the black box and sign the cash drop log. Was this the right move?
You received cash, so you immediately drop it to the black box and sign the cash drop log. Was this the right move?
The hotel's secure credit card processing sytem
Shift4
A guest wants to split their room charges between 3 different cards, with different names, all family members. What you do?
Request an ID matching each credit card name.
It’s the last night of the month. The restaurant is still open, it’s almost 12:00 a.m. You go ahead and complete the complimentary allocation as per your checklist.
I booked an advanced purchase an hour ago, but I changed my mind. Can I get a refund?
Yes!