1. Warm welcome (e.g. smile and “welcome! how are you?”)
2. Take out 2 WATER bottles to show customer and say “Can I offer you some water?”
3. “I just need your ID to get started 🙂 ” – SCAN ID
4. PETS? PNQQ rooms only. “Do you have any pets with you?” (we do not allow cats)
5. Confirm ROOM TYPE (King, 2 Queens, Suite)
6. VEHICLE Info
7. INCIDENTALS ($100 hold on card or cash – new folio)
8. Ask for EMAIL on reg card (optional)
9. Make keys that remain active till checkout day. CHECK KEY after creation.

The deposit is $100

• Can be in cash or card
  • cash: We give it back on check-out after checking room
  • card: •  You will see a pending charge that we release upon  checkout. As long as there are no damages to the room or the linens.
• If customer does not have $100 deposit
  • 1. Ask customer to have a friend or family fill out the card auth form to authorize a temporary hold $100 (text/SMS link using Google Voice)
  • 2. The least deposit we can accept is $50 which we would do after the customer leaves 5/5 review on Google

Step 1. Employee writes $100 in the cash spot on the registration card

Step 2. Employee takes the money and puts it in a plastic bag with the registration card, The Name of Guest and room # must be visible, put the bag in the small safe.

Step 3. Get the logbook out and make a new entry for the guest Example:

If the guest extends their reservation by making a new reservation then you have to make a new entry. Fill in the date out and initial. Take the old registration card out of the plastic bag and put the new registration card in the bag, Example:

If a guest changes rooms you have to make a new entry and if a guest has damages taken out before their reservation is expired you must make a new entry.

Step 4. After you have filled the logbook out please place a fake $100 bill in the metal file box in front of the room # card.
If you have any questions or don’t know how to do this please ask a member of management for help.

1. When your are checking a room take your phone with you so you can take pictures of any damage, missing or deep cleaning fees that need to be subtracted from the deposit.
2. Check for damged or missing towels
   1. 2 bath towels, 2 hand towels, 2 washcloths, 1 bathmat
3. Check for damaged or missing bedding
   1. Queen room: 6 pillows, 2 top sheets, 2 flat sheets, 2 fitted sheets
   2. King room: 4 pillows, 1 top sheet, 1 flat sheet, 1 fitted sheet
4. Check for damage the furniture, fridge and microwave
5. If the room is a total disaster then charge a deep cleaning fee
   1. If the guest wants to clean it up then you can give them big garbage bags.

1.  Check ID > must match name on the room
   a. If they don’t have ID, assk there name snd cross check with in-house. DON’T issue a key to anyone other then the guest the room is under. Call the guest and ask if it is ok to give issue a key. 
   b. Exception(must meet all 3)
   l. If they have an expired key card
   ll. they can confirm the name on the room.
   lll. They are part of a crew and room is paid for by the boss.
2. Verify check-out date (make sure you make the key for the correct amount of days)
   Verify room number. 

Inform customers that standard check-in time is 3PM.

If guest wants to check-in before 6AM then they will have to pay whatever the rate is for that day and check-out will be PM (if we have rooms available).

If they want to check-out the next day then they have to pay for 2 days.
Ex: The guest wants to check-in at 5AM on 4-5 January 1st and they want to check-out on January 2nd, charge would be for 2 nights.

If a guest comes in between 8AM and 2PM there will be an early check-in fee. The early check-in fee will gradually decrease $10 per hour. Ex: If they come in between 8am – 9am minus $10 from the days rate plus tax. If the days rate is $55 then the amount with tax is $62.15 – $10 = $52.15 is the early check-in fee. If they come in between 9am – 10am the early check in fee will be $42.15. This is only if we have rooms available.

If the guest is a Choice rewards member (booking is not 3rd party) and they want to check-in between 12PM-2PM then there is no charge.

If a guest comes in after 2PM there is no early check-in fee.

If the guest checking in is not the one paying for the room (for non-prepaid reservations)  or if the ID does not match the name on payment card -> the payer will have to fill out the card authorization form to authorize the payment if they are not present at check-in.

Pro tip: use Google voice to text/SMS the below link to payer to fill out on their mobile device or computer.

Link: https://ecostreetsboro.com/card/

Pet Fee is $15 per night, dogs are only animal accepted. No cats

If a guest tells you that they have a service animal, there are a few things that you must know.

1. You are allowed to ask the guest 2 questions to determine if the dog is a service animal.
2. is the dog a service animal required because of a disability?
3. what work or task has the dog been trained to perform?

If the guest tells you that it is an emotional support animal, then it doesn’t fall under the ADA guidelines as a service animal.

 Are emotional support, therapy, comfort, or companion animals considered service animals under the ADA?

1. No.  These terms are used to describe animals that provide comfort just by being with a person.  Because they have not been trained to perform a specific job or task, they do not qualify as service animals under the ADA.  However, some State or local governments have laws that allow people to take emotional support animals into public places.  You may check with your State and local government agencies to find out about these laws.

If the dog is a true service animal, then the guest can be assigned any room. But if there are pet rooms available, please try and put them in one of those rooms. If they have a King room or the handicap room, they are allowed to have those rooms. It is very important that you do not charge them a pet fee. We could get in serious trouble.

If the dog is just an emotional support dog, then they do get charged a pet fee. Also put them in a pet room even if they have booked a king, or king jacuzzi.

If you have any questions please ask a member of management.

If a guest with a service animal is put into a non-pet room make sure that you have notes in the guest profile and in housekeeping notes.
The note for the guest profile should have that they have a service dog.

The notes for housekeeping should say that there is a dog in the room. Everything must be stripped from the room and washed. This includes all pillows, pillow covers, mattress pads, bed skirts, top sheets and blankets.

on service animals according to the ADA.gov:

1.      Service Animal Definition: Only dogs and in some cases, miniature horses, that are trained to perform tasks for individuals with disabilities are considered service animals under the ADA.

2.      No Proof Required: Receptionists cannot require documentation for a service animal’s certification, training, or disability verification.

3.      Permitted Questions: You can ask if the dog is required due to a disability and what tasks it performs. No further questions are allowed. Is the dog service due to a disability?(yes/no)What type of service does this dog perform?

4.      Control Requirement: Service animals must be under the handler’s control, typically by leash or harness, unless this interferes with their tasks. Verbal commands are acceptable.

5.      Accessible Areas: Service animals must be allowed anywhere guests are allowed, including public areas, rooms, and restaurants, unless their presence fundamentally alters the nature of a service or poses a safety risk.

6.      Behavioral Standards: If a service animal is out of control (e.g., barking excessively, acting aggressively), the handler must take action to control it. If the animal remains uncontrollable, it can be excluded from the premises.

7.      Sanitation and Cleanliness: If the service animal is not housebroken, it can also be excluded from the facility.

8.      No Pet Fees: Hotels cannot charge fees for service animals, even in pet-restricted rooms. However, guests can be charged for any damage caused by the animal, similar to any guest.

9.      Health & Safety Rules: Service animals are not required to wear special vests or harnesses, and their presence cannot be denied due to health department regulations.

10.  Food Establishments: Service animals are allowed in food-serving areas as long as they are not directly in food-preparation zones.

11.  Allergies or Fear: Guests or employees who are allergic to dogs or fear them cannot dictate the exclusion of a service animal.

12.  Staff Assistance: Staff members are not responsible for caring for the service animal or performing any tasks on behalf of the handler.

13.  Training: Service animals must be trained to perform specific tasks, but the ADA does not mandate formal training programs or certifications.

14.  Miniature Horses: Miniature horses are allowed in some cases, provided they meet certain size, weight, and behavior standards and are not disruptive.

15.  Emotional Support Animals: Emotional support animals, therapy dogs, and companion animals are not considered service animals under the ADA unless they perform specific tasks related to the handler’s disability.

16.  Exclusion: Service animals can only be excluded if they are out of control or pose a direct threat to the health and safety of others.

17.  Guest Accountability: Guests with service animals are still responsible for the animal’s behavior and any damages it may cause to property.

18.  Local Laws: ADA rules override local or state laws that prohibit specific breeds of dogs from being service animals.

19.  No Identification Tags Required: Service animals are not required to wear identification tags or vests.

20.  Communication Support: Hotel staff should maintain open communication with guests regarding any special needs related to their service animal.

21.  Retaliation Prohibited: It is illegal for a business to retaliate against or discriminate against individuals for using a service animal or asking about ADA regulations.

These guidelines ensure proper handling of guests with service animals while maintaining compliance with ADA policies and addressing violators.

Bed Bug Reporting and Management Policy and Procedure

Purpose

The purpose of this policy is to establish a standardized procedure for identifying, reporting, and addressing potential bed bugs / sting bugs / fleas / roaches’ type of issues in hotel rooms. Our commitment is to promptly and effectively manage any incidents to ensure the safety and satisfaction of our guests.

2. Detection and Identification:

Housekeeping Inspection: Our housekeeping staff is responsible for conducting routine inspections of guest rooms for signs of bed bugs during daily cleaning.

Guest Reports: Guests who suspect or encounter bed bugs in their room should report it immediately to the front desk.

3. Handling a Bed Bug Report:

Guest Complaint: If a guest reports a suspected bed bug issue, the front desk should:

• Listen attentively to the guests’ concerns and reassure them.
• Please verify the guest complaint by – personally inspecting the room and affected areas.
• Once verified please offer to move the guest to another room away from the affected area, if available and only if the guest is willing to use the company dryer to ensure nothing goes to the next room.
• Advise the guest not to move their belongings to the new room until it is gone through a treatment in the dryer.
• Provide clear instructions on what to do with their belongings in the meantime.

Room Inspection: Our staff should:

  – Temporarily block the affected room for guest occupancy.

  – Inspect the room and any nearby rooms (if connected) for bed bugs.

  – Document findings and take clear photographs for records.

  – If bed bugs are confirmed, immediately engage BB control protocol

4. Engaging BB protocol:

• Remove all linen from the room in a separate sealed bag and take to laundry to wash – ensure all bedding is sealed tightly and no bugs can get out.
• Set up room furniture and beds into /| |\ TP style and take up any openings and outlets.
• Ensure furniture is set to distribute heat in all areas and crevasses.
• Bring out the heat machine and set up to _____ degrees for _____ days.
• Turn off al lights and unplug all appliances in the room.
• Closet the room and tape all openings to ensure no escape.
• Ensure the room used for additional 240v outlet is also OOO in the system.

Room Closure: The affected room and adjacent rooms may be closed for a predetermined period to allow for treatment and thorough cleaning.

After Treatment Inspection: The Room must be inspected and all the furniture also to make sure there are no signs of any bugs alive. Clean off any stains.

Put the furniture back together for housekeeping to clean the room. Please remember to bring back all linen that was taken out of the room.

• Bed skirts
• Pillows
• Curtain
• Mattress pads

7. Reporting and Documentation:

– All incidents, actions, and communications regarding bed bug reports must be documented.

How to handle a long-term guest: 1 week before they must change rooms a notice must be given to the guest either in person or taped to the T.V. in the room. Once you hand it to the guest in person, please send a message in WhatsApp specifying you handed it to the guest. If you tape it to the T.V, take a pic and post it in WhatsApp. I will be filling out the notices and assigning a staff member to ensure that the notices get delivered. These notices must be delivered within 24hrs of me filling them out. If you are assigned to this task, it is important that it gets done. If you are not able to get it done on your shift, then make sure to let the next staff member know that it needs to be done. If you need help getting the notices delivered at any time, please ask.

After the notice has been delivered these are the next steps.

1. The guest must check out of the reservation on the date that is specified.
2. The guest must change the name on the reservation.
3. The guests must change rooms.
4. The guest must sign the long-term agreement form in the binder.

If there is any part of this message that you don’t understand then please ask Melanie or Charvi for help. Please acknowledge that you have read this and understand how to handle the long-term stays.

Blanket, Hair dryer and Iron Protocol
Procedure for Providing a Blanket to a Guest:
1. Verify Room Information: Politely ask the guest for their room number.
2. Retrieve the Blanket: Collect the appropriate blanket (one for a king bed or two for a queen bed) and deliver it to the guest.
3. Update Records: In the housekeeping center, record the room number and specify the type of blanket provided.
4. Document Delivery: Note the details on the “Amenities Given to Guest” log.
5. Check-Out Inspection: During check-out, the front desk must confirm the blanket is in the room.
Procedure for Providing an Iron and Ironing Board:
1. Verify Room Information: Ask the guest for their room number.
2. Collect the Items: Retrieve the iron and ironing board, ensuring they have a protective cover, from the closet near the ATM machine.
3. Record Details: Complete the required information on the clipboard located in the closet.
4. Update Records: Note in the housekeeping center that the room has been supplied with an iron and ironing board.
5. Check-Out Inspection and Return: During check-out, retrieve the iron and ironing board from the room, return them to the closet, and complete the paperwork to confirm their return.
Procedure for Providing a Hair Dryer to a Guest:
1. Verify Room Information: Ask the guest for their room number.
2. Retrieve the Hair Dryer: Collect the hair dryer from the  closet by the ATM machine and deliver it to the guest.
3. Update Records: Record in the housekeeping center that a hair dryer has been provided to the guest’s room.
4. Check-Out Inspection: Ensure the hair dryer is returned to the closet by the ATM machine during check-out and update the record to confirm it has been returned.

To set a wake-up call from the room phones, simply dial *4, follow the voice prompts, and remember to use 24-hour format for the time (e.g., 13 for 1 PM).

Choice Advantage 1-800-528-3119

Shift 4 1-866-974-4384

Shadow Writer Support: (954) 680-0684 | (954) 837-6444 | (954) 892-5145

Pet fee $15 per night per dog, only 2 dogs allowed no cats
Rollaway Bed $10 per night per bed 
$100 incidental hold can be on card or cash

Discount, Deposit, and Room Sales Policy

Base Rules:

• The minimum room rate for any booking is $40.
• Effective April 20, the minimum room rate will be raised to $50.
• Security deposits cannot be reduced below $50.

Discount and Deposit Offer:

• Staff may reduce the room rate by up to 5% from BAR or the security deposit by up to $50 pr $75 (from $100) for customers who:
  • Specifically ask for a discount, or
  • Express hesitation in making a reservation due to the
• Discounts are ideally for customers making reservations for more than 2
• Discounts are provided upon consideration of moral and ethical factors to assist customers in securing a room at the hotel.

Eligibility:                                        **·**   

• Customers must show the positive review on Google before finalizing

the check-in process.

Guidelines:

• Upon providing the discount, staff must note in the security deposit logs: “Review $50” to indicate the reason for the All non­ labeled discounts are not allowed.
• Staff must maintain integrity and fairness in the application of discounts, avoiding discrimination or preferential treatment.

Review and Revision:

• This policy will be periodically reviewed to ensure alignment with organizational goals and legal requirements.

Ashley Amick
Bobby Vitatoe
Chad Gomez
Cory Price
Delaunte Clark
Deshaun Dorman
Divinity Wallace
Dustin Moore
Eric Adkins
Fredrick Cale
Jamell Florence
James Bracken
Jasmine White
Jimmie Carter
Joanna Gibbs
Mary Hach
Natessea Fowlks
Patricia Echols
Rosalia Porier
Ryan Brown
Samantha Warner
Silas Anthony Adkins
Simon Robinson III
stafford,MEYIAE
Steve Hodges
Tara Toth
Tonya Dukes
Vincent Vanderhoff

Solomon Alexander

Ayanna Lewis

Beyer Kristen or Shan 

1. Navigate to the guest’s Profile Page and note the room rate (before taxes).

2. Click on the Guest Folio.

3. Select Post Charge.

4. From the drop-down menu, select Room Charge.

5. In the Comments section, write “Early Check-Out”.

6. Enter the room rate (before taxes) in the Amount field. Taxes will be automatically added upon saving.

7. Click Save, then Check-Out the guest.

After Check-Out:

8. Place the room Out of Order for 2 days to avoid having vacant/dirty rooms visible.

9. In the Out of Order Comments, write:
   “Add to HK on [next day’s date]”
   Example: If the check-out date is June 5th, the comment should say “Add to HK on June 6th.”