PROVIDE ACCOMMODATION RECEPTION SERVICES.
Guest cycle
Morning preparation
•
log book
•
equipment
•
reception area
•
check list
•
expected arrival
list
Arrivals details preparation
•
Individual
•
Group
•
VIP.
Details that should be
rechecked:
•
condition of room reserved
•
arrival time
•
payment arrangement
•
special
requests.
Distribution of arrival list
Arrival list must be distributed to:
A.
House keeping
B.
Laundry
C.
Food &
beverage department:
•
restaurants
•
room service
•
bar
•
kitchens.
D. Front office
•
telephone
operator
•
concierge
•
front office
cashier
•
security
•
other related
sectors.
Welcoming guests
How to welcome guests in
polite manner:
•
greetings
•
offering assistance
•
ask the guests if they have made a
reservation
•
ask
the guest name and check if it is on the expected arrivals list.
Confirming reservations
Kinds of information that
should be obtained when confirming reservations:
•
contact person
•
kind of room
•
length of stay
•
payment
•
special requests.
Up selling techniques
•
having knowledge
of the hotels products
•
offering the hotel facilities
•
informing guest of the additional facilities
available
•
showing the rooms and facilities.
Check – In a walk – In
guest
1.
Greet the guest.
2.
Offer assistance.
3.
Check if they have a reservation.
4.
Apply up-selling techniques.
5.
Assign the room.
6.
Complete the registration card.
7.
Issue the guest key.
8.
Arrange for a bell boy to escort the guest.
9.
Offer a greeting e.g. “enjoy your stay”.
10. Open the bill.
These procedures can be
different according to the standard operating procedures of each company
enterprise.
Explanation of additional
facilities
Additional facilities
include:
•
room key
•
guest mail
•
messages
•
safety deposit box.
Preparing the supporting
bills
When guest check out, a
search for supporting bills should be checked from the following areas?
•
food & beverage outlets
•
mini bar (house keeping)
•
laundry
•
other operating departments:
ü flower shop
ü drugstore
ü fitness, etc.
Express check – out
•
the guest has
given information and credit card
•
prepare the guest bill
•
prepare all supporting bills
•
call the bellboy to handle the guest luggage
•
inform other departments that need to know of
the guest departure.
Group check – out procedure
•
check expected
departure
•
deal directly with the tour leader
•
notify concierge, (eg: to handle guest’s
luggage, etc)
•
prepare the master bill
•
collect and check all supporting bills
•
arrange payment
•
collect room keys
•
offer a farewell greeting.
Types of front office
records
The front office records
include:
•
guest data
•
average stay
•
average room rate
•
room revenue
•
single occupancy
•
double occupancy
•
complimentary.
Distribution list for front
office
reports and records
The front office reports and
records must be distributed to:
•
general manager
•
housekeeping department.
•
accounting
•
sales and marketing
•
food and beverage
•
file.
Room change procedure
•
find out what type of room that the guest
requested
•
check the rooms availability
•
check the actual room
•
ask bell boy to remove the guest luggage
•
inform to front office cashier
•
inform other sectors that need to know
•
make sure that the key of the old room has
already been collected.
No – shows
•
expected arrival
•
contact person
•
no show policy (charge)
•
no show fee
•
file.
Early departures
•
data of the
guest
•
reservation chart
•
put out from reservation chart
•
handling payment.
Extended stays
•
name and the
room number of the guest
•
room availability
•
length of stay
•
fill in the reservation chart
•
inform to all
department concern
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