PROVIDE ACCOMMODATION RECEPTION SERVICES

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