Health Club - Policies and Procedures

TITLE: Billing Procedures DIVISION: Rooms

NO.: HC – 14 DATE:
1st September 2007
PREPARED BY: Stewart Hodsoll--Health NO. OF PAGES: 1 of 3
Club & Recreation
Manager
APPROVED BY: Adrian Rudin General Manager
DISTRIBUTED TO: General Manager, Resident Manager, Financial Controller, Front Office
Manager and all Health Club Employees

It is the policy of the Shangri-La Hotel, Qaryat Al Beri:

1. To ensure the accuracy and consistency of the cashiering process in the Health Club
areas in order to maximise revenue and provide an efficient process of payment for our
guests.
 Refer to the Health Club 14A - Cashiering Standard Operating Procedure
(SOP)
2. To ensure disputed guest charges are rectified to the delight of the guest as soon as
possible.
 Wrong posting of services and / or prices.
 Employee reconfirms with the guest the treatment received versus the
booking and posting.
 Employee rebates / voids posting from the micros and issues a new
check
 The reason of the cancellation must be written on the original receipt
of the incorrectly posted bill. The Health Club and Recreation
Manager must sign the receipt for verification.
 Disappointed customer / guest complaint
 Inquire on the service or therapist the guest is unsatisfied with. The
following details must be recorded:
Name of Guest
Treatment Received
Therapist
Reason of complaint
Guests contact details
 The Spa Manager is to meet with the guest, a discount may be given
depending on the gravity of the complaint (must follow the delegation
of authority).
 Health Club - Policies and Procedures

TITLE: Billing Procedures NO. OF PAGES 2 of 3

NO.: HC – 14

3. To ensure there is a clear and consistent policy with regards to discounted services.
 All discounts must be clearly approved as per the Delegation of Authority.
 Employee Discounts – Employees will not receive any discounts for Spa or
Health Club Services.
 Health Club Member Discounts
 Paying Members will receive Spa Services discount according to the
Membership Price and Entitlement document.
 Office and Apartment Tenants will not receive any discount for Spa
Services.
 Guest Relations
 From time to time, the Health Club Manager may extend discounts for
Golden Circle Member, VIP Guest, guest complaints, etc. (all
discounts must follow the Delegation of Authority).
 Promotions
 Discounts maybe accorded for promotional purposes or group
bookings with approval from the Director of Sales and Marketing and
Health Club Manager.

4. To ensure there is a clear and consistent policy with regards to guest charges for
cancellation.
 Guest must provide at least 4 hours notification to cancel their booking.
Otherwise, a fee of 50% of the treatment value will be charged automatically
to the guest.
 Inform the guest of the cancellation policy upon booking a reservation.
 If the cancellation is made before the 4 hr. notification time, state reason of
cancellation and cancel the booking.
 If charges apply, cancel booking and state reason of cancellation. Charge
guests under cancellation fee (50% discount).
 Update the booking sheet with cancellation and reason, if given.
 Always try to change the booking to a different time or date to ensure the
revenue is not lost. Give the guest alternative options.
 Ensure the Communications Logbook is updated with the cancellation. Name,
room number and reason of the cancellation for the HC Manager to review.
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NO.: HC – 14

5. To ensure prepaid package treatments, group bookings and multi-day treatments are
billed efficiently and effectively.
 Refer to the HC 14B – Group Billing SOP

6. To ensure the smooth operation and efficiency of the billing procedure during times of
computer failure.
 Refer to the HC 14C – Computer Failure SOP

7. To ensure there are no losses in rotating cash floats and cash drops are conducted
properly at the end of each shift.
 Refer to the HC 14D – Float and Shift Drops SOP

End of policy