Selasa, 01 Oktober 2013

SOP FRONT OFFICE LANJUTAN

 STEP BY STEP HANDLING GUEST CHECK IN WITHOUTH RESERVATION
1.      Preparing (personal grooming / forms etc)
2.      Greeting, Smile, Friendly, Polite and Ready for help
3.      Ask the guest name than call the Guest by Name
4.      Ask the guest about reservation (made reservation before?)
5.      Check reservation slip (TAR) today expected arrival
6.      Ask the guest requests:
-         Lang of stay
-         Types of room
-         Number of room
7.      Check the room rack and reservation chart (if the room is available, to be continuing…
  1.  Explain the room facilities and room rate (sales dialogue/selling technique) if the guest agree…..fill in R/C by guest……………..
  2. Clerk Fill in the Guest Card, block reservation chart, block room, room key on the room rack
  3. Check R/C than borrow Identity card, complete data: ask payment, deposit,
  4. Give the guest card to the guest and explain rule and regulation, facilities, call bell boy to escort to the guest room.
  5. Last greeting and thank and have a nice rest wishing,
  6. Follow up :
Recording Billing system, Whitney slip
File

STEP BY STEP HANDLING GUEST CHECK IN BY RESERVATION
1.      Preparing (personal grooming / forms etc)
2.      Greeting, Smile, Friendly, Polite and Ready for help
3.      Ask the guest name than call the Guest by Name
4.      Ask the guest about reservation (made reservation before?)
5.      If the guest made reservation to be continuing… Check reservation slip (TAR) today expected arrival
6.      Read reservation slip in front of the guest :
-         Lang of stay
-         Types of room, Room rate
-         Number of room
  1. If Correct fill in R/C by guest……………..
  2. Clerk Fill in the Guest Card, room key, block room on the room rack
  3. Check R/C than borrow Identity card, complete data: ask payment, deposit,
  4. Give the guest card to the guest and explain rule and regulation, facilities, call bell boy to escort to the guest room.
  5. Last greeting and thank and have a nice rest wishing,
  6. Follow up :
Recording Billing system, Whitney slip
File

STEP BY STEP HANDLING REPEATER GUEST
(REGULAR GUEST)
1.      Preparing (personal grooming / forms etc)
2.      Greeting, Smile, Friendly, Polite and Ready for help
3.      Call the Guest by Name
4.      Ask the guest about reservation (made reservation before?)
5.      If the guest made reservation to be continuing… Check reservation slip (TAR) today expected arrival
6.      Read reservation slip in front of the guest :
-         Length of stay
-         Types of room, Room rate
-         Number of room
7.      If Correct fill in R/C by guest……………..
8.      Clerk Fill in the Guest Card, room key, block room on the room rack
9.      Check R/C than borrow Identity card, complete data: ask payment, deposit,
10.  Give the guest card to the guest and explain rule and regulation, facilities, call bell boy to escort to the guest room.
11. Last greeting and thank and have a nice rest wishing,
12. Follow up :
Recording Billing system, Whitney slip
File
 Spelling board
A     ; Alpha                                   A     ; Alpha
B     ; Bravo                                   B     ; Bravo
C     ; Charlie                                 C     ; Charlie
D     ; Delta                                     D     ; Delta
E     ; Echo                                     E     ; Echo
F      ; Foxtrot                                 F      ; Foxtrot
G     ; Golf                                      G     ; Golf
H     ; Hotel                                    H     ; Hotel
I       ; India                                     I       ; India
J      ; Juliet                                    J      ; Juliet
K     ; Kilo                                      K     ; Kilo
L     ; Lima                                     L     ; Lima
M    ; Mike                                     M    ; Mike
N     ; November                            N     ; November
O     ; Oscar                                   O     ; Oscar
P      ; Papa                                     P      ; Papa
Q     ; Quebec                                 Q     ; Quebec
R     ; Romeo                                  R     ; Romeo
S      ; Sierra                                   S      ; Sierra
T      ; Tango                                   T      ; Tango
U     ; Uniform                               U     ; Uniform
V     ; Victor                                   V     ; Victor
X     ; X-ray                                    X     ; X-ray
Y     ; Yankee                                 Y     ; Yankee
Z      ; Zulu                                      Z      ; Zulu

          RESERVATION SLIP
Name               : Mr/s Alfa Hashimoto
Arrival             : 21 March 2013
Departure        : 24 March 2013
Type of Room : Deluxe Room Twin Bed
Rate                 : Rp. 850.000++
Room              : 203
Nationality Japanese



        RESERVATION SLIP
Name               :Mr/s. Bravo Juan Manuel
Arrival             : 21 March 2013
Departure        : 24 March 2013
Type of Room : Executive Suite
Rate                 : Rp. 1.850.000++
Room              : 531
Nationality Spanish



           RESERVATION SLIP
Name               :Mrs. Charlie  Weston
Arrival             : 21 March 2013
Departure        : 24 March 2013
Type of Room : Deluxe Room Double bed
Rate                 : Rp. 850.000++
Room              : 327
Nationality England


           RESERVATION SLIP
Name               :Mr/s. Delta John Fredriksen
Arrival             : 21 March 2013
Departure        : 24 March 2013
Type of Room : Junior Suite
Rate                 : Rp. 1.250.000++
Room              : 635
Nationality American


STEP BY STEP HANDLING GUEST CHECK IN BY RESERVATION
1.      Res.     : Preparing (personal grooming / forms etc.)
2.      Res.     : Good morning Welcome in ………… Hotel what can I do for you?
3.      Guest  : Yes I would like to check in
4.      Res.     : have you made reservation before?
5.      Guest  :Yes I have made reservation
6.      Res.     : May I have your name please?
7.      Guest  : May name is…………
8.      Res.     : Wait a moment I would like check first…….all right Mr……..
9.      Guest  :
10. Res.     :Mr………… You will stay in our hotel until………Types of room…… rate is…….……payment by cash…
11. Guest  : yes correct
12. Res.     :Mr……can you fill in the registration card?
13. Guest  : all right
14. Res.     : May I borrow your identity card?
15. Guest : Yes
16. Res.     : Mr…….. for the information that our policy, you must pay in advance for one night and deposit $ 100
17. Guest  : No problem
18. Res.     : Mr…..this is the guest passport if you want to use the our facilities likes swimming pool, gymnasium, you just show this guest passport free of charge, if you go to restaurant  and forgot to bring the money you just show this guest passport, Bell boy will escort you to your room, and if you want some information you just call me in number 2…HAVE NICE STAY THANK YOU VERY MUCH
 
PERLENGKAPAN FRONT OFFICE

1.      Front office counter
2.      Computer / Word processor
3.      Telephone / fax
4.      Calculator
5.      Information rack
6.      Room rack / Room key
7.      Filing cabinet
8.      Formats :
-          Reservation form
-          Reservation chart / Density chart
-          Registration chart / Registration form
-          Conformation form
-          Guest passport
-          Guest bill/Master bill
-          Brochure
-          Room Rate
-          Guide information : map, Tourism destination, events etc

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