Army LodgingStandard 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: All guest arrivals and departures at lodging activities operating with the Army Lodging Automated Property Management System (ALPMS)

3. Authority Responsibility: Management, systems administrator, accounting and front desk personnel.

4. Procedures:

a. Preparation for taking the ALPMS system down:

1) While preparing to take system down, or running on battery backup, complete all pending transactions and print the standard set of manual operating reports.

2) A complete set of manual operating reports will include an In-house guest list, available rooms report, depart/arrive/stayover report, expected arrivals report, expected departure report, in-house guest list, room status report, special service report, guest ledger and VIP report.

3) If time permits complete the automated room assignment process, if not manually assign rooms meeting special service requests to the greatest extent possible.

4) If time permits run pre-printed registration cards for expected arrivals.

b. If loss of the ALPMS system is unexpected, front desk agents will refer to the most recent set of operating reports as a basis for front desk operations and continued guest services.

c. Manual Check-in:

1) Guest Check-In with Advanced Reservations

a) Ascertain the guest’s status (Official or Unofficial) through guest presentation of identification card and/or TDY orders.

b) Check for a reservation using the Expected Arrivals Report. If a specific room was pre-blocked (reserved), issue it. If the room assignment process has not been completed confirm room availability through the Room Status Report and assign a room meeting the guest requirements to the greatest extent possible. Annotate on the Room Status Report that the room is now occupied.

c) If advance Registration Cards have been completed have the guest complete the applicable areas.

d) If an “Advance Reservation/Registration Data” form has not been printed in advance:

i) Front desk agent completes manual registration form to the extent possible using information from the expected arrivals report and then asks guest to complete remaining information.

ii) Front desk agent reviews and initials form to ensure it has been properly completed.

iii) Agent confirms the room rate, departure date and method of payment and then issues the guest room key and instructions for finding the room.

iv) Agent attaches a copy of the guest’s orders to the registration form placing it in a location determined by management.

2) If the guest is a walk-in (no reservation) perform the following.

a) Confirm rooms have been assigned from the Rooms Status Report for expected arrivals and then if availability remains offer the guest a room of the type(s) available.

b) If rooms are available, agent assigns appropriate room using the following steps:

i) Lines through the room information on the Room Status Report, so it won’t be issued again.

ii) Request the guest complete a blank/manual registration form.

iii) Agent confirms the room rate, departure date and method of payment and then issues the guest room key and instructions for finding the room.

3) Guest credit card imprints will be taken if imprinter is available, if not, the credit card number and expiration date is taken manually on the appropriate credit card form. If the guest wishes to pay cash 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.

4) If no rooms are available and the guest is an Official traveler, the agent logs a nonavailability (NA) control number in the front desk log as documentation to be annotated on the automated NA system once it’s back on line

5) Front desk agents will actively use the front desk log to annotate actions during manual operations to facilitate loading of manual actions into the system once back on-line.

c. Manual Check-out: Refer to the Guest Ledger produced from the Backup reports and perform the following:

1) Front desk agent 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 agent checks the Guest Ledger report for the proper guest balance as contained on the report.

3) If the guest owes money or has a zero balance, the agent checks the Guest Ledger report for the proper guest information as contained on the report. Agent collects the money or completes the credit card form and charge and 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 check-out procedures during night audit: Refers to the Back up reports and performs the following:

1) Agent 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 agent checks the “Credits” report for the proper guest information as contained on the report. The agent 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. Agent issues a receipt to the guest.

3) If a guest HAS NOT prepaid for the room, the agent 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. Agent issues a receipt to the guest.

4) If a guest has a refund due, the agent 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”. Agent will document this action on the “Guest Ledger” report. The agent must ensure the correct address is entered into the system, if a refund will be mailed.

5) Notify housekeeping of the check-out so the room may be cleaned, inspected, and the Room Status Report updated to reflect the room as available for expected arrivals.

e. Going back to automated system following manual operations

1) Once the system comes back on-line and recovery tapes loaded as applicable, all guests will be checked into system using the Reservation/Registration Data forms and authorization will be obtained for credit cards not previously authorized during manual operations.

2) Guest system folios for guest check-outs will be posted with appropriate manual payments and the check-out process completed. Use the manual receipts for checkouts while the system was down to clear them out of the system.

3) Performs the following, as applicable:

a) File payment manual operation documentation and system generated documentation in the “Payments” folio tray and file “Check outs” in “Check out” tray.

b) Place a copy of the orders and corresponding registration form in the location determined by management.

c) Runs any applicable system generated reports, as needed, when the system comes back “on line.”

5. Local Appendix:

Local standard set of emergency reports during a controlled shut-downManual operation forms package Standard shift reports and frequency/times for production per shift