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Upgrades/Waitlists

Upgrades

The upgrade feature assists you in finding reservations that could be upgraded to another room type based on availability and status. One example would be that all your low-cost (standard) rooms have been completely filled, however, you have many non-standard rooms available such as suites and deluxe's.

When needed, upgrading guests to other room types has two results:

  1. You've raised guest satisfaction for repeat guests.

  2. You've freed up low-cost rooms giving a greater revenue potential for online bookings and the Global Distribution System. While most potential guests are price-savvy and look merely on the least expensive room, this ensures that you always have a low-priced room available for that potential guest.

For the Upgrade feature to work correctly, Yield Management must be turned on in Setup > Rates Management > Yield Management > Yield Type by selecting one of the three yielding profiles. However, a yielding profile does not need to be created or applied.

Identify Reservations to Upgrade​

roomMaster allows you to easily identify reservations available to upgrade over multiple dates. Press the Avail icon or go to Front Desk > Availability/Room Chart (F4), then press Upgrades/WaitLists.

Upgrade Parameters​

Enter the parameters for your upgrades including the availability requirements and room types to upgrade from and to.

When there are less than: Enter the minimum amount of rooms you want to have available for the room type you are upgrading from before you decide to upgrade reservations.

standard room types: Select the room types you want to upgrade from, the room type you want to have more of in your availability.

and there are more than: Enter the minimum amount of rooms you want to have available for the room type you are upgrading to. This amount is before any upgrades are done.

upgrade room types: Select the room types you want to upgrade to, the room type you are going to reduce in your availability.

High profile guests at least: Enter the minimum total amount a previous guest has spent at your property to be considered for an upgrade. This allows you to identify and reward good clients. Leave this at zero (0.00) to include all reservations that meet the room type parameters.

Example

You want to find dates when you have less than 5 Deluxe (DLX) rooms available and more than 15 Superior (SUP) rooms to upgrade and upgrade guests that have spent more than $3,000 at your property. The upgrade parameters section would read:

When there are less than: 5 standard room types: DLX and there are more than: 15 upgrade room types: SUP High profile guests at least: 3000.00

The Upgrade Summary section displays the details of the dates that meet the parameters entered including how many reservations meet the criteria. Click on a date and the individual reservations for the specific date appear in the High Profile Guests in Standard Rooms... section of the screen.

tip

Upgrades are not allowed on any Group or Allotment type of reservation.

To upgrade the reservation, select it, press Change and follow these steps:

  1. Press More Options > Rates Changes/Yielding Options.
  2. Check the Keep existing rate and upgrade room type to:
  3. Select the room type to upgrade to from the drop down box.

Click here for more information on upgrading reservations.

Keep the following items in mind when performing upgrades:

  • The time-frame before checkin date should be considered before processing upgrades such as only upgrading guests less than a week prior to arrival.

  • Always ensure that the number of beds and other important factors are still available for your upgraded guest. For example, do not upgrade a 2 Bed Room reservation to a 1 Bed Room room type.

Upgrades appearing on Reports - Guests who have been "Upgraded" will have their names highlighted on the following three reports:

  • Arrivals Listing (Detail)
  • Arrivals Listing (Summary)
  • Arrivals, Departures and Stayovers

Wait Lists

To view Wait Listed reservations select Front Desk > Availability/Room Chart (F4) > Upgrades/WaitLists > WaitLists tab. The Show Only Rooms with Availability option is checked by default. Uncheck it to view all wait listed reservations.

Wait Listed reservations will appear with the confirmation and other guest information including the room type and the group name if the reservation is attached to group. The last two columns display special information about the reservation:

Inv/Room​

This column displays whether there is availability for the reservations room type and if a specific room can be assigned.

Yes/Yes - There is availability for the wait listed reservations room type and a specific room can be assigned for the duration of the reservation.

Yes/No - There is availability for the wait listed reservations room type but a specific room cannot be assigned for the duration of the reservation. Review the Availability/Room Chart (F4) by room number to review room assignments make a specific room available for the entire wait listed reservation.

Value - This is the total revenue expected from the reservation for room revenue and daily charges.

Keep the following items in mind regarding Wait listed reservations:

  • Availability for wait listed reservations for multiple rooms is based on all rooms in the reservation being able to be changed to active reservations. If a wait listed reservation is for 5 rooms and 4 rooms for the room type come available, the wait listed reservation will not appear as available.

  • The availability for a wait listed reservation attached to a group is based upon the availability of the room type in the group block. Wait Listed reservations for released and cancelled groups will not appear as available, even if the room type is available in general availability.