6 January 2003
Army Lodging
Standard Operating Procedures
MANUAL CHECK-IN/CHECK-OUT
1. Purpose: To establish standard procedures for performing check-in/check-out
functions whenever the computer system is inoperable.
2. Scope: The policies and procedures outlined in this SOP are applicable to all
front desk personnel.
3. Authority Responsibility: Front desk personnel, Management.
4. Procedures:
a. Preparation for taking the system down:
1) While preparing to take system down, or running on battery
backup, complete all transactions, print a set of manual operating reports.
2) A complete set of manual operating reports will include an In-
house guest list, available rooms, guest ledger, arrival report, and departure
report.
b. Manual Check-in:
1) Ascertain the guest’s status (Official or Unofficial).
2) Obtain a copy of orders and uses the ID card to obtain vital
information.
3) Check for a reservation using the “Reservation” printout. If a
specific room was pre-blocked (reserved), issue it.
4) The clerk instructs the guest complete the applicable areas on
the “Advance Reservation/Registration Data” form.
5) If an “Advance Reservation/Registration Data” form has been
printed in advance and a specific room pre-blocked (reserved), perform the
following:
a) Use the manual registration form.
b) Clerk reviews and initials form to ensure it has been
properly completed.
c) Clerk issues the guest a copy of the form with the room
key and instructions for finding the room.
d) Clerk attaches a copy of the guest’s orders to the
registration form placing it in a location determined by management.
6) If a reservation was not made, perform the following.
a) Clerk uses the “Available Rooms” report to determine if
there are available rooms
b) If rooms are available, clerk assigns appropriate room
using the following steps:
(1) Lines through the room information on the
“Available Room” report, so it won’t be issued again.
(2) Completes a blank registration form.
(3) Reviews completion of registration form by the
guest and returns guest copy of form with room key and instructions for finding
the room.
c) If no rooms are available and the guest is an Official
traveler, the clerk fills out the necessary documentation that will authorize the
issuing of a Certificate of Nonavailability (CNA).
7) Clerk attaches a copy of the guest’s orders to the registration
form placing it in a location determined by management.
8) If the guest wishes to pay in advance, perform the following:
a) Compute charges.
b) Receive money.
c) Prepare manual receipt and give the green copy to the
guest. The original receipt is kept with the money and the yellow copy remains in
the receipt book. (DA Form 1992).
d) Place a copy of the receipt and related paperwork in a file
tray designated “Manual Operations.” These will have to be entered into the
system whenever it is brought back into service.
9) Clerk will make notes on any unusual facts pertaining to these
manual activities, so that the clerk entering the data into the system will be
aware.
c. Manual Checkout: Refer to the Guest Ledger produced from the
Backup reports and perform the following:
1) Clerk determines if the guest owes for extra charges, such as
telephone, sundry sales, or miscellaneous charges (pet fees, damage to NAF
property, etc.) and if applicable, writes the charges and amount on the “Guest
Ledger” report.
2) If a guest has a room credit, the clerk checks the Guest Ledger
report for the proper guest balance as contained on the report.
3) If a guest owes money or has a zero balance, the clerk checks
the Guest Ledger report for the proper guest information as contained on the
report. Clerk collects the money, if applicable, and issues a receipt on DA Form
1992. The green copy is given to the customer, the original is attached to folio
after payment is entered into computer, and the yellow copy is retained in the
receipt book for file.
d. Manual checkout procedures during night audit: Refers to the Back up
reports and performs the following:
1) Clerk determines if the guest owes for extra charges, such as
telephone or miscellaneous charges (pet fees, damages to NAF Property, etc.),
and if applicable, writes the charges and amount on the “Guest Ledger” report.
2). If a guest has prepaid for the room, the clerk checks the
“Credits” report for the proper guest information as contained on the report. The
clerk must add charges for that night, since the system report does not have the
current charges. If the guest is checking out during the night audit, that night’s
charges HAVE NOT been posted yet and must be added to folio. Clerk issues a
receipt to the guest.
3) If a guest HAS NOT prepaid for the room, the clerk checks the
back up report for the proper guest information as contained on the report.
Again, charges must be added to include that night’s stay. If the Audit has been
completed, charges are up-to-date. Also, only room charges are posted by the
night audit. Ensure you check to see if the guest has any additional charges that
need to be added. Clerk issues a receipt to the guest.
4) If a guest has a refund due, the clerk issues a refund (based on
local policy), has the guest sign documentation acknowledging receipt of a
refund, and places a copy of the receipt in the cash drawer for entering into the
system once it is brought back “on line”. Clerk will document this action on the
“Guest Ledger” report. The clerk must ensure the correct address is entered into
the system, if a refund will be mailed.
e. Going back to automated system following manual operations
1) Once the system comes back on-line, all guests will be checked
into system using the Reservation/Registration Data forms. Use the manual
receipts for checkouts while the system was down to clear them out of the
system.
2) Performs the following, as applicable:
a) Files payment manual operation documentation and
system-generated documentation in the “Payments” folio tray and files “Check
outs” in “Check out” tray.
b) Places a copy of the orders and corresponding
registration form in the location determined by management.
c) The clerk will run any applicable system generated
reports, as needed, when the system comes back “on line.”
5. Local Appendix: Local parameters for running future arrival reports and
setting of refund policies.