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Room Move Guide

This guide covers the process of moving a guest from one room to another during their stay.

Overview​

Room moves may be necessary due to guest requests, room issues, or operational needs. This guide ensures a smooth transition while maintaining accurate records.

When to Perform Room Move​

Common reasons for room moves:

  • Guest dissatisfaction with current room
  • Room maintenance issues
  • Upgrade offered/requested
  • Accessibility needs discovered
  • Noise complaints
  • Connecting room requirements

Prerequisites​

Before initiating a room move:

  • New room available and clean
  • Guest consent obtained
  • Authorization for any rate changes

Step-by-Step Process​

1. Identify New Room​

  1. Navigate to Front Desk > In-House
  2. Select the guest's current room
  3. Click Room Move
  4. System displays available rooms

2. Select New Room​

Consider when selecting:

  • Same or better room category
  • Guest preferences
  • Room status (must be CLEAN/INSPECTED)
  • Floor location
  • Special features

3. Configure Move Options​

OptionDescription
Move TypeSame category, Upgrade, or Downgrade
Rate ChangeKeep current rate or adjust
Transfer FolioMove all charges to new folio
Key HandlingIssue new keys, invalidate old

4. Process the Move​

  1. Confirm room selection
  2. Select move options
  3. Click Execute Room Move
  4. System will:
    • Update reservation with new room
    • Transfer folio if selected
    • Create audit trail

5. Post-Move Tasks​

  1. Issue New Keys

    • Encode new key cards for new room
    • Verify access areas

  2. Invalidate Old Keys

    • Run key invalidation for old room
    • Or system does automatically

  3. Notify Guest

    • Provide new room information
    • Arrange luggage assistance if needed

  4. Notify Housekeeping

    • Mark old room for cleaning
    • Ensure new room is ready

  5. Update Any Services

    • Wake-up calls
    • Newspaper delivery
    • Scheduled services

Room Move Scenarios​

Upgrade on Request​

  1. Guest requests upgrade
  2. Check availability
  3. Discuss rate implications:
    • Complimentary upgrade
    • Paid upgrade
  4. Process room move
  5. Update rate if applicable

Maintenance Issue​

  1. Acknowledge guest complaint
  2. Apologize for inconvenience
  3. Find immediate alternative room
  4. Process move urgently
  5. Consider compensation:
    • Complimentary upgrade
    • F&B credit
    • Rate adjustment

Downgrade (Guest Request)​

  1. Confirm guest preference
  2. Explain rate difference
  3. Process move
  4. Adjust rate accordingly
  5. Note reason in system

Pre-Assigned Room Not Ready​

When guest arrives and assigned room isn't ready:

  1. Assign temporary room
  2. Plan subsequent move when original ready
  3. Process smooth transition later

Handling Charges​

Charges During Move​

  • In-house charges transfer automatically
  • Verify all pending charges transferred
  • Check minibar consumption before move

Rate Adjustments​

ScenarioRate Handling
Complimentary upgradeKeep original rate
Paid upgradeIncrease rate
DowngradeMay reduce rate
Service recoveryConsider discount

Guest Communication​

Before the Move​

"Mr./Ms. [Name], we have prepared room [Number] for you. Would you like us to arrange assistance with your luggage?"

If Due to Issue​

"I sincerely apologize for the inconvenience with your room. We have arranged an upgraded room [Number] for you at no additional charge. May I arrange for assistance with your belongings?"

After the Move​

"Your new room [Number] is ready. Here are your new key cards. Is there anything else I can assist you with?"

Documenting Room Moves​

Every room move should be documented with:

  • Original room number
  • New room number
  • Reason for move
  • Any compensation offered
  • Staff member processing
  • Guest acknowledgment

Example Note:

Room Move: 302 → 405
Reason: AC not cooling properly
Action: Complimentary upgrade to Deluxe
Guest acknowledged and satisfied
Processed by: John (FD)

Luggage Assistance​

Coordinating with Belldesk​

  1. Call belldesk before move
  2. Request luggage transfer
  3. Provide:
    • Current room number
    • New room number
    • Guest name
    • Timing

Self-Move Option​

If guest prefers to move themselves:

  1. Provide clear directions
  2. Offer luggage cart if needed
  3. Ensure elevator access
  4. Verify completion

Troubleshooting​

New Room Not Ready​

  1. Apologize to guest
  2. Contact housekeeping urgently
  3. Offer waiting options:
    • Lounge/restaurant
    • Business center
  4. Expedite cleaning

Guest Dissatisfied with New Room​

  1. Listen to concerns
  2. Offer to show alternative rooms
  3. Find acceptable solution
  4. Document thoroughly

Charges on Wrong Folio​

  1. Identify misposted charges
  2. Transfer to correct folio
  3. Verify guest understanding
  4. Print corrected folio if requested

Tips for Success​

  1. Act quickly - Minimize guest inconvenience
  2. Communicate clearly - Keep guest informed
  3. Document everything - Create clear audit trail
  4. Follow up - Ensure guest satisfaction after move
  5. Compensate appropriately - Match response to situation