Routines - Front Desk - Cenium 6

Nordic Choice Hotels
Frederik Stangs gate 22 -24, 0264 Oslo

Postboks 2454 Solli,
0201 Oslo
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Front Desk
Nordic Choice
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Index
1
Arrival List........................................................................................................................ 5
1.1
What......................................................................................................................... 5
1.2
Why.......................................................................................................................... 5
1.3
How.......................................................................................................................... 5
1.3.1
Arrivals List........................................................................................................5
1.3.2
Activity List.........................................................................................................7
1.3.3
Correcting Inventory..........................................................................................7
1.3.4
Nordic Choice Club Members and Benefits.......................................................7
VIP Guests....................................................................................................................... 9
2.1
What......................................................................................................................... 9
2.2
Why.......................................................................................................................... 9
2.3
How.......................................................................................................................... 9
2.3.1
Examples of VIP guests...................................................................................10
2.3.2
VIP................................................................................................................... 10
2.3.3
Create Local Guest Card.................................................................................10
Waiting List.................................................................................................................... 10
3.1
What....................................................................................................................... 10
3.2
Why......................................................................................................................... 11
3.3
How......................................................................................................................... 11
3.3.1
Waiting List priority...........................................................................................11
3.3.2
Contacting Waiting List.....................................................................................11
Add Ons......................................................................................................................... 12
4.1
What....................................................................................................................... 12
4.2
Why........................................................................................................................ 12
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4.3
5
How........................................................................................................................ 12
No Show........................................................................................................................ 13
5.1
What....................................................................................................................... 13
5.2
Why........................................................................................................................ 13
5.3
How........................................................................................................................ 13
5.3.1
Payment charge guests credit card?.............................................................13
5.3.2
Delayed arrival after cancellation deadline.......................................................13
5.3.3
Cancellations...................................................................................................13
5.3.4
Third party channels........................................................................................13
Upsell............................................................................................................................. 14
6.1
What....................................................................................................................... 14
6.2
Why........................................................................................................................ 14
6.3
How........................................................................................................................ 14
6.3.1
7
Prices and upsell.............................................................................................14
Reports.......................................................................................................................... 14
7.1
What....................................................................................................................... 14
7.2
Why........................................................................................................................ 15
7.3
How........................................................................................................................ 15
7.3.1
Manually Printed Reports.................................................................................15
7.3.2
Automatically printed reports...........................................................................15
Comments..................................................................................................................... 16
8.1
What....................................................................................................................... 16
8.2
Why........................................................................................................................ 16
8.3
How........................................................................................................................ 16
Activity List..................................................................................................................... 16
9.1
What....................................................................................................................... 16
9.2
Why........................................................................................................................ 16
9.3
How........................................................................................................................ 16
9.3.1
10
Important to include on an activity list:.............................................................16
Preparations for groups and events............................................................................17
10.1
What....................................................................................................................... 17
10.2
Why........................................................................................................................ 17
10.3
How........................................................................................................................ 17
10.3.1
Groups/Events.................................................................................................17
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11
Quick Folio.................................................................................................................18
11.1
What....................................................................................................................... 18
11.2
Why........................................................................................................................ 18
11.3
How........................................................................................................................ 18
12
Payment..................................................................................................................... 18
12.1
What....................................................................................................................... 18
12.2
Why........................................................................................................................ 18
12.3
How........................................................................................................................ 18
12.3.1
Cash................................................................................................................18
12.3.2
Credit cards.....................................................................................................19
12.3.3
Invoice routines................................................................................................20
12.3.4
Adjustment.......................................................................................................21
12.3.5
Pre-payment....................................................................................................21
12.3.6
Tops................................................................................................................. 21
12.3.7
Crediting..........................................................................................................22
12.3.8
Disbursements.................................................................................................22
12.3.9
Overdue on checkout/Krubba..........................................................................22
13
Statement................................................................................................................... 23
13.1
What....................................................................................................................... 23
13.2
Why........................................................................................................................ 23
13.3
How (Step by Step).................................................................................................23
14
Bonus points / Bonus nights.......................................................................................24
14.1
What....................................................................................................................... 24
14.2
Why........................................................................................................................ 24
14.3
How........................................................................................................................ 24
15
14.3.1
LVERDI and LVERD2......................................................................................24
14.3.2
Post benefits for NCC members......................................................................24
14.3.3
Add points in a reservation..............................................................................24
Registration Card for Foreign Guests.........................................................................25
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1 Arrival List
1.1
What
The Arrival List is must be thoroughly reviewed the day before and the same day as arrival to
ensure that correct information is registered in the reservation card and the invoice card.
1.2
Why
We are dependent on accurate information to be able to:
Deliver great guest service

Ensure correct invoicing/billing
Optimize the hotels revenue by ensuring all reservations are correct and confirmed,
Provide a good work flow between the Front Desk and other departments as well as
guest contact.
1.3
How
1.3.1 Arrivals List

You will find the arrival list through: Front Desk Reservation Overview todays arrival
date Sort alphabetical (Shift F8 + Last Name, First Name)
1.3.1.1 Check to find possible double bookings
Sort the arrival list alphabetic order by name is a quick way to check for double bookings. If
you find reservations registered with the same name and arrival date, the best practice is to
call the guest before arrival to verify the reservation is correct. If the reservation is correct,
ask the guest for the correct name for the other reservation. No reservation should be
checked in with the same name on the same arrival date. Change to correct name before
check-in.
Below are instructions on how to sort the arrival list in alphabetic order by Last Name, First
Name.
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Reservation overview Choose date under Arrival date and choose confirmed under Status
menu press Shift + F8 You will now get the Rooms Reservation Sort box opened (see
picture). Select Last Name, First Name and press OK.
You will now have your list sorted in alphabetic order.
1.3.1.2 Add E-mail Address for Loopon

Add guests e-mail under tab Extra Info so that we can send a request to the guest to fill out
Loopon. If an e-mail address is not registered, ask the guest upon check-in or look for
information from Third Party Channels such as booking.com, Loyaltybuild etc.
1.3.1.3 Compare with arrivals list in Choice Central

https://apps.choicecentral.com LOGIN: Check with your manager
Quick Links Rates and Inventory Reservations Arrivals/Cancels
Check if all reservations are correct in Cenium for todays arrivals.
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Also print out the special request list and work after that list to ensure we give the guest what
they have requested in the best way possible.
1.3.1.4 Compare arrivals lists in Third Party Channels

For reservations from Third Party Channels, double check that all bookings have been
registered in Cenium and that all cancellations have been registered in Cenium. In addition,
check after special requests made by the guests.
Hotelzon (Sverige) Link: http://webconnect.hotelzon.com/

Expedia Link: https://www.expediapartnercentral.com
Booking.com Link: https://admin.booking.com/hotel/hoteladmin/
Loyaltybuild Link: https://www.emos.ie/
1.3.2 Activity List

Verify that all Activity messages are connected to the right department code and date.
1.3.3 Correcting Inventory
Review and correct the room inventory one week ahead to ensure that categories are not
overbooked. This is a request from Revenue and needs to be made in order for their
programs to work in the best way possible.
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Ensure all NCC Platinum guests have been upgraded one room category one week
ahead.
Hotels upgrade their VIP guests, including Nordic Choice Club members, or upgrade
guests if one of the room categories is overbooked.
1.3.4 Nordic Choice Club Members and Benefits

Check individual benefits and make a note of them in the guests reservation card
In Cenium: View Loyalty Program to see the guests benefits
If no individual benefit has been chosen, help the guest choose their benefits upon check-in
In Relation Plus Find Customer: Individual Information 3
Relation Plus is Nordic Choice Clubs main database for members and all changes to a
member profile need to be made through this program and not through Cenium.
If you need to add a comment for a guest that is to be visible on all the guests bookings at
your hotel, this can be made under Guest card through:
Search up the guest in CCIS:
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Open the customer card: Shift F5 + Functions Edit Local Info
Click General and make a note under the pen.
1.3.4.1 Recruit New NCC Members

All guests who arrive/book at a Nordic Choice Hotel should be asked whether they have a
Nordic Choice Club card, Sokos Hotels card or Coop member card. If they are not registered
members, they should be offered membership in Nordic Choice Club. The registration form
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has to be registered in Relation Plus as New customer and in the Reservation Card under
View + Add new CC member to ensure that the guest receives bonus points and benefits
for current stay.
NCC Manual Cenium 6
2 VIP Guests
2.1
What
Every hotel must specify which guests are VIPs at their hotel.
2.2
Why
We treat our VIPs like VIPs to maintain our guests loyalty to our hotel and to Nordic Choice
Hotels.
2.3
How
2.3.1 Examples of VIP guests

Nordic Choice Club Members, Silver, Gold and Platinum
Conference or group bookers
Celebrities
Agents
NCH Employees
Nordic Choice Club Bonus guests
Bloggers
Guests that have stayed 50, 100 nights or stay at your hotel often.
2.3.2 VIP
This VIP tick box will automatically be ticked for Gold and Platinum members.
2.3.3 Create Local Guest Card

If the guest does not wish to become a NCC member but is entitled to VIP treatment, you
may create a local guest card where comments and other information can be added.
3 Waiting List
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3.1
What
Guests on the waiting list will have their own booking confirmation number and the
reservation will be visible in the reservation overview. The reservations will have orange
color text.
A pop-up message will automatically be displayed when there is a cancellation in the same
room category.
3.2
Why
The new functionality with Waiting List has been made to make waiting list reservations more
visible compared to other reservations. This pop-up feature is to serve as a reminder that the
hotel has a reservation on waiting list that day.
3.3
How
3.3.1 Waiting List priority

Each hotel is responsible for setting up which specific room category should generate a
popup message when the room is being cancelled. In the Waiting List reservation card,
there is a waiting list priority (1=High 2=Medium 3=Low):
1. NCC Platinum/Gold guests, regular guests, guests paying a high price, long staying
guests, and guests already staying in the hotel or that are a part of a group.
2. Silver members and guests on contracted rates.
3. Blue members and non-members.
Waiting list reservations should be booked to room categories available in the inventory.
Check PMS General Availability.
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3.3.2 Contacting Waiting List

Hotels will normally contact guests the same day of arrival if they receive a cancellation and
have availability in their inventory. The waiting list should be checked on a daily basis and
one week forward.
4 Add Ons
4.1
What
Add Ons is a function that can be used to add extra charges to a reservation. An Add Ons
report exists to gather all posted Add Ons for a specific date.
4.2
Why
This new functionality is created to offer customers a wider selection of extra products
(upsell) and make it easier to sell packages both at the hotel and online.
4.3
How
Insert Add On package in the Reservation ADD window on (Alt+D) on the reservation as
follow.
The ADD button will turn red when you have reserved/requested an Add On for the
guest.
You see the split for the chosen Add On package, in the package details description
box or under View (alt+V) Package Details, on the reservation. The posting date is
also stated in this box.
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Each hotel sets the cancellation policy for their Add On packages.
You can decide if the charges should be charged each day or a specific day in the
Add On reservation window (Alt+D).
Finance does not want to use the function add to package in Add Ons. The guest
should be able to see the extra charges on the reservations.
5 No Show
5.1
What
Guaranteed bookings that have not been checked in before night audit will change status to
No Show and must be handled before it can be posted/charged. It is important that the front
desk does not check in guests that have not arrived at the hotel, due to security of the hotel.
5.2
Why
If the reservations and payment is not handled correctly, hotels will be charged commissions
for third party channel reservations. The Swedish hotels will be charged VAT for No Shows.
5.3
How
5.3.1 Payment charge guests credit card?

Guests will be charged the day after ordinary arrival by credit card or guarantee of a
travel agent.
It is important to cancel all reservations without a guarantee before night audit.
Guests who booked direct with the hotel or customer service should be contacted
before they get charged for no show.
Guests booking through third party channels or Web do not need to be contacted
before they get charged.
5.3.2 Delayed arrival after cancellation deadline

If the customer arrives one day later without given notice, the first night will automatically be
charged and if the hotel has availability for the rest of the guests stay, they can offer agreed
rates or Best Available Rate.
5.3.3
Cancellations
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If the guest cancels the reservation by phone, a cancellation confirmation is to be

sent always by email to the guest. You can later track all sent confirmations.
If the guest booked the room through a third party channel or a travel agent, the
reservation needs to be cancelled the same way.
If you get a cancellation by phone, you need to make a note on the comment field,
with whom and why the cancellation was made.
No Shows from a group is the department manager or group bookings responsibility.
5.3.4 Third party channels

If a guest booked through a third party channel, the hotel must contact the channel to
let them know the reservation is a No Show. If the hotel does not contact the third
party channel, the hotel must pay provision for the reservation.
For Booking.com, this information can be added on their website.
6 Upsell
6.1
What
An upsell is when you make an active sales effort, and get the guests to upgrade their prebooked room to a higher room category for a specific amount of money.
Improved functionality in Cenium 6.0 where prices are added in the setup per room category
upgrade. For other upsell possibilities, see Chapter 4 Add Ons.
6.2
Why
The Front Desk uses the upsell functionality to increase sales and reach a higher profit.
6.3
How
6.3.1 Prices and upsell

Set a standard for your hotel and upgrade of each room category.
Asking all guests when they check-in if they are interested in upgrading their
reservation for a small fee.
Always use service type UPGRADE for Upsell fee. Do not use ACC/LOGI.
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7 Reports
7.1
What
There should be a standard for what report is set to automatically print reports. This is
normally set to every 6th or 8th hour depending on wishes from the hotel. It is a
recommendation that large hotel should print the automatically reports more often than the
minimum requirement of every 8th hour.
7.2
Why
The automatic printed reports are needed for security in case of emergency such as
fire.
The manually printed reports are needed for information about day-to-day work.
7.3
How
You find the reports under Hotel Management > Front Desk/Reservation > Reports
7.3.1 Manually Printed Reports

Report
When
Service request /
Morning shift
Who
Reception
What
Shows all VIP and
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VIP list / Add Ons
list
PMS correction
report
Night shift
Reception, give it to
department manager
Activity List
Night shift, First

shift, Second shift
Reception
BEO Form
(conference)
Morning shift
Reception
add on packages for

chosen date.
The list shows all
corrections during
the shifts
A list to help the
communication in
the department and
hotel.
Shows and give info
about todays
conference.
7.3.2 Automatically printed reports

It is recommended to have easy access to these reports. It should be easy to give the reports
to fire departments and other external departments if needed.
Arrival list (minimum every 24th hour)

Departure list (minimum every 24th hour)
Fire Report (minimum every 8th hour)
Rooms need cleaning report (05:00 each day)
Security report (minimum every 8th hour)
Rooms cleaning (minimum every 8th hour)
8 Comments
8.1
What
Comments in this chapter are information used by front desk/reservation. Comments that are
to be followed-up by a specific department are explained in Chapter 9 Activity List.
8.2
Why
Having informative comments helps to ensure that agreements with guests are noted and
delivered when something is agreed upon with the guest. Note that this field can be read by
different departments and users.
8.3
How
The information in comments should be based only on facts and not personal opinions.
Abusive language is NOT to be used. There is a tick box used only by the front desk. This
tick box will generate a popup when you are checking in & checking out guests to ensure that
you have seen all necessary information.
This is to be used for internal use and all hotels should know short descriptions. These
comments are not for follow ups.
Example:
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GTD on PM (Guarantee on paymaster)

3RISN (3 rooms in same name)
9 Activity List
9.1
What
The activity list is our to-do list, a report with all the activities that needs to be addressed by
the department during the day. The activity list is found under Front Desk/Reports/Activity list.
Sort by code: FD (Front Desk) and choose todays date.
9.2
Why
The list is a tool that helps us ensure all our tasks are followed up and completed in a timely
and correct manner.
9.3
How
The list is printed every day. The morning shift is responsible for resolving the activities for
that particular day. If there is anything that still needs follow up when the evening shift starts,
the morning team is responsible to hand the tasks over to them.
9.3.1 Important to include on an activity list:

Special requests i.e. room assignments
Payment information, for example what address/company/contact person is the hotel
to send a specific invoice to?
Allergies/ pets in the room
Staying rooms
Late check-outs
Other matters that needs to be addressed
The Front Desk is also responsible for adding activities to other departments when
receiving requests from guests. One example is requests for extra beds that need to
be directed to the Housekeeping department.
10 Preparations for groups and events

10.1 What
Prepare group check-in for groups that will arrive together.
The Front Desk is responsible for allocating rooms, preparing keys and checking the groups
in. Front Desk also ensures that all rooms are cleaned and ready for check-in when the
group/event arrives.
10.2 Why
To provide a smoother and quicker check-in for both guests and Front Desk staff. The Front
Desk staff will have to prepare the group and communicate to the different departments
about changes.
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10.3 How
10.3.1 Groups/Events
Morning shift emails housekeeping arrival time and room number for the group,
before 11am on the arrival day.
Allocate rooms.
Print name tags (stickers through Cenium with group name, guest name and room
no. that can be pasted on to the keycard folder.)
Create keycards the night shift or morning shift are responsible for making these
the day of arrival. (can be made from group reservation card if keycard interface is
installed)
Follow up cleaning status on rooms keep a dialogue with Housekeeping department
to ensure they are ready on time.
Check if the group has correct price and segment (who is responsible for this varies
depending on the size of the hotel; small hotels do it themselves, bigger hotels
usually have a function for this, i.e. Group Coordinator )
Groups will only be checked in if the companys guaranteed for potential incidentals.
If the rooms are not guaranteed for, the guests need to check-in individually and
provide a credit card for incidentals, unless other agreement has been made
If no guarantee is provided the Front Desk is responsible for ticking in no further
posting on all reservations in that particular group
You should always check comments for each group if there is any special request,
upgrades or messages from the group department that needs to be addressed before
check in.
Links attached is a function where the hotel can add name lists, contracts and more.
This information is visible for all departments. See Group routines.
11 Quick Folio
11.1 What
Quick Folio is the folio where cash payments are made when there are no reservations that
can be used. Other departments can use Quick folio. Make sure that the quick folio is named
Front Desk.
11.2 Why
You will not need to make a new reservation/paymaster for every single payment, walk in
breakfast and so on.
11.3 How
All hotels should use one Quick Folio pr shift. Every shift (shift leader) is responsible
for checking that the QF is empty when the shift is over. Maximum one checked in
Quick Folio per shift. The QF should always be marked with date and shift.
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For Spa Hotels: Spa will have their own Quick Folios to ensure payment for spa
guests. These will have the status Confirmed and will therefore not be visible for
with the Front Desk QFs.
Do not use the Quick Folio as a paymaster. Payments should be charged and posted
directly.
12 Payment
12.1 What
A standard for how Nordic Choice is to handle payments for our guests.
12.2 Why
The guest will have a consistent experience of how Nordic Choice Hotels handle the
payment process.
12.3 How
12.3.1 Cash
The guest can pay with local currency or foreign currency (notes only).
Local currency:
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Foreign currency:
Write in the currency (negative) amount in the unit price. Give the change back in local
currency as seen in the Balance field.
12.3.2 Credit cards
Upon check-in, the front desk should always take a guarantee of the accommodation, spa
treatments etc. to ensure payment from the guests. The authorization is set to be the same
amount as charged in the guests folio.
When the guest check in, take an authorization of the guests credit card (ctrl+S)
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If the guest wishes to pay during check in, use advanced folio. No charges will be registered
in the check out folio before night audit. The guest must be checked in to use this function.
You find the advance folio under function (alt+U) on the checkout folio.
12.3.3 Invoice routines

See the Credit management manual on the wall:
Credit Management
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Remember to:
Never change address on a customer card in Cenium. If a reminder is created because of
delayed payment, the original address will be the address that will be shown not the written
one.
Always double check invoice address, reference number (PO number, cost center etc.)
Standard invoice fee Nordic Choice Hotels: 65 NOK/SEK
We encourage all hotels to send invoices by e-mail. To change printer settings, please
contact Service Desk.
12.3.4 Adjustment
Adjustment is a new function that will allow the hotel to adjust the whole amount or to give a
guest discount. When a hotel uses this function to give discount they have to mark the line
for accommodation in invoice management and if they have to correct the whole amount they
need to adjust each line in invoice management.
NB! Do not make adjustments on other lines in invoice management than Service Type ACC
when correcting a part of a rate.
12.3.5 Pre-payment
Only non-refundable reservations from choice.no/se/dk. There will be a note in the comment
field where you will see that the reservation is prepaid. Prepaid reservations from
choice.no/se will always be posted in Invoice 4. Should be posted at arrival. Always use
payment type PREPAYMENT.
12.3.6 Tops
This is payment with international bonus points. Post this with Settlement type TOPS.
For more information see the wall:
TOPS - Choice Hotel International
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Contact choice_privileges_hotels@choicehotels.com for questions.

Lisa Ingold is Program Manager at Choice Privileges: lisa_ingold@choicehotels.com
12.3.7 Crediting
You credit all payments on the Check Out Folio > Functions (Alt+U) > Credit folio. All
individual bookings shall be credited in total. See Admin routines for crediting group invoices.
Your credit post will show on invoice Credit folio (Alt+C) and your new debit on invoice B
(Alt+B).
When the credit is made it will show red dots on the folios that has an amount posted on it.
Please note that you need to post the amount on the credit invoice back on the same
payment type or credit card as charged.
12.3.8 Disbursements
No function in Cenium 6.0 yet.
12.3.9 Overdue on checkout/Krubba
The list Overdue on checkout must be checked every day. You will find the list under
Statements Functions Print Res. With Remaining Amount.
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13 Statement
13.1 What
A statement is a summary of all postings made in the time span from when the latest
statement was posted.
Statements are no longer attached to a morning, evening or night shift. A new function has
been added where each salesperson can be set up with an individual statement.
The recommendation is to not use individual statements.
13.2 Why
Shift-end cash must be banked and signature receipts must be stored for finance department
when shift ends.
13.3 How (Step by Step)

Instructions for how to use statement function in Cenium 6.0.
Collect all Invoices, receipts etc. for your Shift.
Begin with making the Statement Editable (Alt + Z)
Start by Change to New Statement: Hotel Management Front Desk Statement Function New Statement (F3)
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Important to leave Date & Salesperson blank

Then Calculate Statement Hotel Management Front Desk - Statement
Function Calculate Statement
Print Statement: Hotel Management Front Desk - Statement Function
Print Statement
Post Statement: Hotel Management Front Desk Statement Functions
Post Statement (F11)
Statement Cenium 6.0
14 Bonus points / Bonus nights

14.1 What
Nordic Choice Club is one of the leading loyalty programs in the hotel industry in the Nordic
countries.
Read more about Nordic Choice Club at www.choiceclub.net
14.2 Why
Nordic Choice Club members earn bonus points when staying at hotels operated by Nordic
Choice Hotels. Members also get extra service benefits at the hotels.
Nordic Choice Club points can then be used for bonus nights, restaurant meals and rental
cars. To redeem bonus points, members must have minimum of 10,000 valid bonus points in
their bonus account.
14.3 How
14.3.1 LVERDI and LVERD2
When points are to be charged upon check in, the Rate Code is LVERDI and the Bonus
Type X. Points will then be charged automatically when you check in the guest. You are
responsible to secure that points are charged correctly when checking in a bonus night
reservation.*
*In some bonus reservations the points are charged in advance. These reservations have Rate Code LVERD2.
The person who checks in the reservation need to check that the correct amount has been withdrawn from guests
NCC card.
A statement of all added and redeemed points is sent to the hotels by Nordic Choice Club
after each month. This is performed to ensure that finance can connect bonus withdraws
together with a transaction.
Post and print the receipts in a bonus reservation by using payment type Redeem.
14.3.2 Post benefits for NCC members
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Charge in the guest reservation check out folio and use adjustment to give the 100%
discount. Reason code: NCC benefits.
14.3.3 Add points in a reservation
Points are added automatically in reservations
which qualify for bonus points in the Checkout
Folio when you check out the reservation.
Check that the bonus type is correct:
Business
Leisure
Package
Crew
No points given
Redeemed
Pre-redeemed
15 Registration Card for Foreign Guests

Take registration card and passport number of all foreign guests.
For printing a registration card from Cenium 6.0:
From a guests reservation card > printing > registration card
This card should be printed for all foreign guests. They will need to fill out their information
and the hotel should store this in the guest folder. HR will provide guidelines for storing this
information.
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Routines - Front Desk - Cenium 6

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Nordic Choice Hotels

Frederik Stangs gate 22 -24, 0264 Oslo

Nordic Choice Club Members and Benefits.......................................................7

Examples of VIP guests...................................................................................10

Create Local Guest Card.................................................................................10

Waiting List priority...........................................................................................11

Contacting Waiting List.....................................................................................11

Payment charge guests credit card?.............................................................13

Delayed arrival after cancellation deadline.......................................................13

Third party channels........................................................................................13

Prices and upsell.............................................................................................14

Manually Printed Reports.................................................................................15

Automatically printed reports...........................................................................15

Important to include on an activity list:.............................................................16

Preparations for groups and events............................................................................17

How (Step by Step).................................................................................................23

Bonus points / Bonus nights.......................................................................................24

LVERDI and LVERD2......................................................................................24

Post benefits for NCC members......................................................................24

Add points in a reservation..............................................................................24

Registration Card for Foreign Guests.........................................................................25

We are dependent on accurate information to be able to:

Deliver great guest service

1.3.1 Arrivals List

1.3.1.2 Add E-mail Address for Loopon

1.3.1.3 Compare with arrivals list in Choice Central

1.3.1.4 Compare arrivals lists in Third Party Channels

Hotelzon (Sverige) Link: http://webconnect.hotelzon.com/

1.3.2 Activity List

1.3.4 Nordic Choice Club Members and Benefits

In Cenium: View Loyalty Program to see the guests benefits

In Relation Plus Find Customer: Individual Information 3

Open the customer card: Shift F5 + Functions Edit Local Info

Click General and make a note under the pen.

1.3.4.1 Recruit New NCC Members

2.3.1 Examples of VIP guests

2.3.3 Create Local Guest Card

3.3.1 Waiting List priority

3.3.2 Contacting Waiting List

5.3.1 Payment charge guests credit card?

5.3.2 Delayed arrival after cancellation deadline

If the guest cancels the reservation by phone, a cancellation confirmation is to be

5.3.4 Third party channels

6.3.1 Prices and upsell

7.3.1 Manually Printed Reports

Night shift, First

add on packages for

7.3.2 Automatically printed reports

Arrival list (minimum every 24th hour)

GTD on PM (Guarantee on paymaster)

9.3.1 Important to include on an activity list:

10 Preparations for groups and events

12.3.3 Invoice routines

Contact choice_privileges_hotels@choicehotels.com for questions.

13.3 How (Step by Step)

Important to leave Date & Salesperson blank

Statement Cenium 6.0

14 Bonus points / Bonus nights

15 Registration Card for Foreign Guests

From a guests reservation card > printing > registration card

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