Who has authority to comp what

Comp authority is a written policy. It is not "ask your supervisor." It is not "use your judgment." It is a specific dollar limit per role, per incident type, with documentation requirements that scale with the amount. Properties that operate on "ask your supervisor" produce 4× the escalations and 2× the slow resolutions of properties with documented comp limits.

The written policy

A one-page comp authority matrix. Roles down the left (front-desk agent, supervisor, duty manager, GM). Comp types across the top (amenity, room category, F&B, full night, multi-night). Each cell contains a dollar limit and a documentation requirement.

Example matrix (4-star urban property)

The matrix is printed and laminated at the front desk. New hires receive a copy on day 1 and sign acknowledgment. The policy is reviewed annually and version-stamped.

What documentation is required

Every comp generates a documented entry: who comped, what was comped, the underlying issue, the guest name and room number, the dollar amount. Comps under €30 go in the shift report (one line). Comps €30-€200 go in the guest issue log (one paragraph). Comps over €200 generate a full incident report with GM notification within 24 hours.

The documentation is not bureaucracy — it is the data that lets you spot patterns. "Front-desk supervisor X is comping 4× the property average" is either a great recovery person (worth understanding why) or a leak (worth investigating). You cannot see either without the data.

What goes wrong without it

Three patterns from properties without documented comp authority: (1) front-desk agents either over-comp out of conflict-avoidance or under-comp out of fear of being questioned, (2) the GM is interrupted constantly for routine €40 comp approvals, (3) guests who learn the property has no policy can escalate every interaction by demanding to "speak to a manager" — because that is where decisions actually get made.