SOP: Adding guests to the Banned List
PURPOSE:
This SOP outlines the process for banning guests, the criteria for banning, and the exceptions that may apply. It ensures that all employees follow a consistent procedure when adding guests to the banned list.
1. Reasons for Banning Guests
Guests may be banned for the following reasons:
1.1 House Rules Violations:
Guests who violate the established house rules, including but not limited to:
- No Smoking Policy
- Quiet Hours Violation
- Pet Policy Violation
- House Parties and Illegal Substances
- Age and Identification
- Local Resident Restrictions
Example: A guest was found smoking inside the unit and refused to pay the fine for the violation. This would justify banning the guest.
1.2 Damages or Refusal to Pay:
Guests who cause damage to the property and refuse to pay for repairs will be banned.
Example: A guest accidentally broke a piece of furniture, and despite multiple requests, they refused to cover the cost of repairs. This would be a reason for banning.
1.3 Unsatisfactory, Rude, or Aggressive Behavior:
Guests may be banned for unsatisfactory behavior, including but not limited to rudeness, aggression, or other inappropriate conduct during their stay. This includes any form of abuse towards the staff, fellow guests, or property.
Example: A guest became verbally aggressive towards the staff when a request for extra towels was denied. In this case, the guest can be banned for inappropriate behavior.
1.4 Disputed Transactions:
Guests who dispute charges in a manner that is deemed fraudulent or unjustified by the system are automatically added to the banned list.
Example: A guest disputed a legitimate charge for additional cleaning fees after a stay, and the dispute was found to be without merit. The guest is automatically banned.
2. Process for Banning a Guest
- 2.1 Steps to Add a Guest to the Banned List:
To ban a guest, follow these steps below: - Go to the reservation that the guest made.
- Select the More option in the reservation details.
- Select Open User Profile.
- On the right side, select Operation.
- From the drop-down menu, select Add to Banned List.
- A prompt will ask you to provide a reason for banning the guest.
- Fill in a description detailing the reason for the ban.
- Click on Add, and the guest will be added to the banned list.
Example: A guest repeatedly violated the quiet hours policy. The agent selects the option to ban and includes the reason in the description, such as "Repeated violations of quiet hours from 9pm-8am."
3. Exceptions for Unbanning a Guest
There may be circumstances where a guest who has been banned can be unbanned. These cases should be carefully considered and escalated to a supervisor for review. Some examples include:
Bad Review or Misunderstanding: If a guest was banned due to a bad review but after talking to the guest, they seem reasonable and the issues they raised are understandable, the case may be reconsidered. In this instance, the agent must forward the case to a supervisor for further evaluation.
Temporary Behavior: A guest may have been banned for aggressive behavior but later demonstrates that the situation was a one-time occurrence, and they are now willing to comply with house rules. In this case, the agent should consult with a supervisor.
Example: A guest was banned for causing a scene during check-in due to frustration with a booking error. After speaking with the guest, they seem genuinely apologetic and reasonable. The agent should forward the case to a supervisor for approval before unbanning the guest.
4. Escalation to Supervisor
In cases where an exception is requested for unbanning a guest, the agent must escalate the issue to a supervisor. The supervisor will assess whether the unbanning is justified based on the specific circumstances and reason for the original ban.
5. Documentation and Record-Keeping
All actions taken regarding banning or unbanning a guest must be documented in the system. This includes the reason for the ban, the guest’s details, and any exceptions or escalations made. This will ensure proper tracking and consistency in the banning process.
Conclusion:
Maintaining a fair and consistent approach to banning guests is essential to ensuring a safe and respectful environment for both staff and other guests. By following the outlined procedure, employees can effectively address violations, protect property, and uphold company policies. Additionally, the process for unbanning guests ensures that reasonable exceptions are considered, preventing unjustified bans while maintaining accountability. Proper documentation and supervisor escalation help reinforce transparency and consistency in decision-making. Adhering to this SOP will contribute to a secure and well-managed guest experience across all properties.