Miscellaneous Front Desk Policies and Procedures

Please be advised that when utilizing RCC  you are not to sit in a room move window unless we are completing a room move.

Also, make sure that you are exiting the RCC screen tabs before leaving the FD to step away from the system. As it seems that when an agent is idle for a prolonged period of time it can cause the RCC to get hung up and then create RCC errors.

Open your Operator at the beginning of your shift.

You only need to open your operator when you start your shift as the register will/should already be open. This is especially true if you are working a late shift.  There is no need to close your operator or register after doing processing for a resort area. This will be closed automatically when night audit is run which makes it much easier for you.

Changes to Transient Folio Reservations

• When checking in a Transient guest charge the remaining balance of the stay amount in full.
• Inform guests that the remaining balance is collected at the time of check-in.
• A credit card will need to be run separately for the $100 security deposit to cover resort fees/incidentals.
• When paying by cash The Front Desk is to collect and post the total remaining balance at check-in, and the security deposit will be collected separately.
• For guests wanting to split up payment: Use the normal process to split payment, simply ensure all payment is collected at the time of check-in.
• Policy is No refunds for early departures. May be granted only if approved by management.
• The Front Desk is not to adjust the payment to issue a refund: All refunds will have to be done through Night Audit by submitting a refund request form.

Company policy:

If the room charges are to be split between 2 different parties, it can only be done if both parties are present at the time. If not, then the full amount will be charged to the first guest arriving. If adjustments are needed to split it, then that can be done when the other party arrives and they are both present, to credit the first account and charge the second.

Effective immediately please ensure the Rental terms, conditions and policies below
are followed:

Early Departures – No refunds are to be given for early departures.  This is for all reservation types.

• Scenario 1) If a wholesale reservation checks out early, post room/tax for all nights and ensure total amount is charged to VCC or DB.
• Scenario 2) If a transient reservation checks out early, post room/tax for remaining nights and charge guests CC.
• Scenario 3) Exchange/Owner reservation checks out early, notate reservation “owner/exchange checked out early 8/13, original check out date 8/15” and process the check out.
• Scenario 4) Exchange Rental Booking – post room/tax for remaining nights and DB stay total (Palm Coast/ Steamboat) prior to check out.
• Scenario 5) If a group reservation checks out early, post room /tax for all nights.  Even if group reservations try to check out early due to team eliminations.  All groups are advised that there are NO REFUNDS on early departures.

Upgrades – If guest upgrades upon check in, please ensure the guest is appropriately charged according to the upgrade type/fee.  Please ensure upgrade charges are authorized by guest; initialing extra upgrade charge on their REG card.

Security Deposits – Required at check in for incidentals by credit card/debit card only.

Walk-ins – Should be booked via our website to ensure accurate information is attached to RCC booking (In Comment Section:  Walk-In Booking).

 Reservation not in RCC– Please contact Inventory Team,  if after hours,  please create reservation in RCC with as much information provided from confirmation,  send email to Inventory Team, cc Manager.

No-shows– All no-shows should be notated, communicated to Inventory Team and charged according to the no-show policy by vendor.

Long Term Stays – Long term stay early check out will be reviewed on a case by case basis, please contact/email Inventory Team.

Compensation – We understand certain situations may occur where compensation is required, if this occurs please notate the reservation and communicate to Member Services Managers/Inventory Team. All rental revenue adjustments need to be approved by the Rental team.  Please contact/call or email Inventory team prior to any room adjustments or refunds.

All transient confirmations are emailed to guest upon booking. Below are some of our policies, terms and conditions as stated on our website: