PPT-provide-accommodation-reception-services.pptx

PROVIDE ACCOMMODATION
RECEPTION SERVICES
D1.HFO.CL2.03
Slide 1

Element 1: Prepare reception area
for guest arrival
Slide 2

Reception is:
 Central location
 First point of contact
 Usually operates 24/7
 Preparation and organization is the key.
3
1.1 Prepare reception area for service

1.1 Prepare reception area for service
Handover:
All reception shifts overlap by ½ hour:
 Time to discuss any relevant details for the next shift
 New staff prepare their area
 Allows for smooth transition from one shift to another
 Handover can be verbal, written or in form of reports.
Slide 4

1.2 Check reception equipment
 Is everything working as intended?
 Are you familiar with how all the equipment works?
 Do you know how to fix “minor” faults and problems ?
 Do you have back up supplies?
 Paper/paper rolls
 Forms
 Vouchers
 Printer ribbons
 Pens, paper and relevant stationery.
Slide 5

1.2 Check reception equipment
Class activity:
 Discuss the type of equipment found on a front desk
 List the purpose of this equipment
 Find brand names for this equipment.
6

1.3 Review expected daily guest
movement
Arrivals:
 Arrivals list
 Alphabetical listing of expected arrivals
 Time of arrival
 Type of room
 Rate quoted
 Special requests
 Payment details.
Slide 7

Group arrivals:
 Lots of people and lots of luggage
 Room allocation
 Check on arrival time
 Prepare room keys
 Meal vouchers and restaurant requirements
 Mail
 Prepare group rooming lists or registration cards
 Welcome brochure and group itinerary.
Slide 8
movement

Stay over rooms:
Guests who stay longer than their departure date
 Some guests request extensions
 Need to contact the guest
 Extend the stay if possible
 May have to find another hotel or room type
 May have to do room inspections
 Could only be a “late check-out”
 Affects occupancy levels – may lead to
being overbooked.
Slide 9
movement

movement
Role Play:
 Working in groups of 3
 1 Guest, 1 staff member, 1 observer
 Scenario: Hotel is fully booked and Mr. or Ms.
Armstrong come to the desk and want an extension.
Reception staff – need to discuss that there are no
rooms and we will have to make a booking
somewhere else. Think about the questions you will
need to ask.
10

Early Departures:
 When a guest leaves before their due date
 Departure changes are usually captured at check-in
time
 Housekeeping notice a “checked out” room
 PMS system will pick this up quickly
 Reduces our occupancy figure.
Slide 11
movement

Groups and individual guest movement:
 Changes in the group allocation
 Advance notice given by tour company
 Group may be charged for the room/guest
 Additions to the group
 Effects occupancy level.
Slide 12
movement

1.4 Allocation of room in
accordance with special requests
Guests request certain rooms and expect them:
Reception need to ensure these requests are allocated:
 Simple requests such as
 Non Smoking rooms
 Specific views, ocean, pool, golf course
 Suites, family rooms, penthouse
 Specific requests, low floor, near the lifts, away from the lifts
 Business women’s floor
Cont’
Slide 13

 Challenging requests:
 Hotel hampers or gifts, fruit, flowers, chocolates
 Full bar set up
 Open connection room doors
 Change Duvet [Doona] to blankets
 Remove all alcohol from the room – for religious reasons
 Insert a board under the mattress for guest with bad back.
Slide 14
1.4 Allocation of room in accordance
with special requests

Activity:
 Prepare a list of all the special requests you can think of
 Decide which department needs to be involved in
achieving this request
 Discuss with the class.
15
1.4 Allocation of room in
accordance with special requests

Room allocation
Rooms are allocated:
 As soon as the reservation is made for limited types
 Suites, the Penthouse suite, Family rooms
 Room number is blocked onto the reservation
 Morning of arrival
 Individual rooms
 Groups and tour guests
 Usually done by the reception supervisor
 Rooms numbers are manually recorded on the
registration card or assigned in the computer.
Slide 16

Group room allocation:
 Discounted rate – don’t receive the best rooms in the
hotel
 Rooms should be close together and on the same floor
if possible
 Tour Leader – different floor – unless the groups have
language difficulties
 Check all the rooms are ready
when the groups arrives
 It is difficult to move group and tour guests.
Slide 17

Room Rates:
 Room rates reflect the type of room the guest has
requested
 Standard, deluxe, king-size, poolside, ocean view
 Discounted rates usually reflect the type of business
 Corporate rate
 Convention rate
 Air crew rate
 Government rate
 Industry rate etc.
Slide 18

Activity:
The William Angliss Tour group are coming to your hotel.
The tour leader is Linda Wilson who requires a queen-size
room.
 The tour checks in on the 15th next month for 2 nights
 Please prepare a Group Rooming list – for all these
guests, include the arrival and departure dates, and
allocate rooms to all the guest. Record any special
request information and who it would go to
Cont’
19

Activity:
 The guests are: Mr. & Mrs. Dowell, Mr. & Mrs. Grannon,
Mr. & Mrs. McGhee, Mr. & Mrs Collins all wanting queen-
size rooms
 The following guests are sharing twin rooms: Ms. Gjeci
with Ms. Dietritch, Ms. Parks with Ms Schuler, Mr. Baker
with Mr. Frost, and Mr. Kerr with Mr. Craven
 There is one triple room; Ms. Hudson with Ms Van Dorske
and Ms. Shady.
20

1.5 Follow-up on uncertain arrivals
and reservations
Mainly during full house occupancy:
 Non-guaranteed reservations
 Deposits
 Not yet received
 Only partially paid
 Reservations past the specified arrival time
 Contact the guest to see if they are still coming
 Wait list guests
 Potential room sales to other guests if you contact
them in time.
Slide 21

1.6 Compile arrivals lists
Arrivals List provides information such as :
 Alphabetical listing of guests arriving on that date
 Departure date
 ETA – estimated time of arrival
 Number of guests
 Room type and rate quoted
 Status of reservation - guaranteed or non-guaranteed
 Special requests
 VIP status (if any)
 Complimentary guests are also included.
Slide 22

1.7:Distribute arrivals list as required
Housekeeping:
 Staffing levels
 Planning daily tasks
 Determine the level of service
 Order of servicing rooms
 Guest count
 Special requests.
Slide 23

Concierge:
 Staffing levels
 Group arrivals
 Organizing luggage storage.
Slide 24

Porters:
 Planning daily tasks
 Arrival time
 Sorting luggage.
Slide 25

Security:
 VIPs – David Beckham arriving
 Requires additional security
 Escort a VIP to their room
Food and Beverage:
 Restaurant use
 Groups and tour arrangements
Cont’
Slide 26

Management:
 Notification of VIPs
 Recognize famous names and make a VIP
Laundry:
 Staffing
 Planning
Kitchen:
 Food orders and staffing.
Slide 27

1.8 Monitor guests arrival and take
appropriate action
 Inform colleagues
 Prepare for major guest movement
 Follow up with VIPs
 Meetings.
Slide 28

Element 2: Perform check-in functions
Slide 29

2.1 Welcome guests on arrival
Professional welcome:
 Professional
 Welcoming
 Sincere
 Friendly
 Polite
 Body language.
Slide 30

Activity:
 Discuss types of greeting phrases – both formal and
suitable informal greetings
 Discuss the local greeting phrases for each country
 Discuss Body Language.
Slide 31
2.1 Welcome guests on arrival

2.2 Determine if the guest has a
reservation and confirm and explain
reservation details
Guests with Reservations:
 Confirm reservation details
 Name
 Length of stay
 Method of payment
 Special requests
 Rate
 Vouchers.
Slide 32

2.3 Determine if guest is a walk-in and
identify if room is available
Guest without a reservation:
 Determine the guests needs
 Check availability
 Ask method of payment
 Mention the policy and procedures about payment
methods.
Slide 33

2.4 Decline a guest if appropriate
 Check the “black list”
 Review hotel policies
 Full occupancy – no rooms.
Slide 34

Activity:
Working in pairs role play the following:
 One student is the guest and one the staff member
 Guests requests a room for the night – no reservation
 Staff member – ask questions to determine the request
 Student (decide what you want) and inform the staff
member.
 Staff member :Your hotel is fully booked and you need to tell
the guest you are unable to accommodate them.
 How do you say this ? What questions do you need to
ask?
Slide 35
2.4 Decline a guest if appropriate

2.5 Complete guest registration
process
Process a check- in:
 Proof of identity
 Complete the registration card
 Obtain the signature.
Slide 36

2.6 Issue keys and vouchers as
required
Key cards and keys:
 Energy saving
 Security
Vouchers:
 As a form of payment from travel agents
 Exchanged for services such as a “complimentary
drink”.
Slide 37

Activity:
 Write down the dialogue you would use to check-in a
guest with a reservation
 Use words for both the guest and the staff member
 Start from when the guest walks up to the front desk
 Offer them a voucher for a complimentary drink.
Slide 38
2.6 Issue keys and vouchers as
required

2.7 Follow internal accounting
protocols
 Credit cards and credit limits
 EFTPOS
 Cash
 Travel cards/traveller’s cheques
 Personal cheques
 Direct billing/charging
 Deposits
 Receipts.
Slide 39

Applying discounts to guests
Room Rates:
 Rack rate
 Corporate rate
 Conference/convention rate
 Industry rate
 Negotiated rate
 Groups and tours rate
 Package rate.
Slide 40

2.8 Explain room and house facilities
and services to guests
 Safe deposit boxes/in room safe
 Room facilities
 Hotel facilities
 Local attractions.
Slide 41

Selling techniques:
 Suggestive selling
 Describing
 Explaining
 Up-selling
 Cross-selling.
Slide 42
2.8 Explain room and house facilities
and services to guests

Activity:
 Describe the features of each of the following rooms
 Room A
 Room B
 Room C
 Room D
Cont’
Slide 43
2.8 Explain room and house
facilities and services to guests

Activity:
Which room would you sell to the following guests and why?
 A Corporate Business person who wants to have meetings in
their room
 A couple who want a special weekend away together
 Two friends who want a inexpensive room so they can catch
an early morning Bus interstate
 A parent and child who have tickets
to a baseball match.
Slide 44
2.8 Explain room and house
facilities and services to guests

Lounge & Bedroom Room C
Room D

2.9 Arrange for porter services
Porters:
 Carry guest luggage
 Escort guests to room
 Discuss in room equipment
 Deliver messages
 Arrange taxis and parking
 Store guest luggage.
Slide 47

 Overbooking
 Room not ready
 Black listed guests
 No reservation to be found.
48
2.10 Implement standard house
protocols for problem situation

Monitor and check arrivals:
 Identify no shows
 Types of reservations
 Notify wait list guests
 Check for accuracy
 Follow standard procedures.
49
2.11 Monitor guests’ arrival and take
appropriate action as required

50
Element 3: Perform ‘during stay’
functions

 Establish what is wrong with the room
 Check availability
 Advise guest
 Move the guest
 Change status of room.
51
3.1 Process room change requests

 Extended stays
 Check availability
 Check in takes priority over extensions
 Regular guests
 Rate charged
 Re-room the guest.
52
3.2 Process extensions to stays

 Guest numbers
 Check against housekeeping reports
 Evening “turn down” service
 Update records
 Update rates.
53
3.3 Process variations to guest
numbers

 Different rates for different market of guests
 Hotels offer different rates at different times of the year
 Rates are used to attract business
 Discounts enable the hotels to compete.
54
3.4 Process variations in room rate

Putting a guest into a better room than they are paying for:
 Use suites during full house situations
 Compensation for a ‘bad’ experience
 Offering free accommodation
 Discounting rooms.
55
3.5 Process upgrades

 Special requests – requested by guests
 Special requests – offered by the hotel
 Special request – paid for by guests.
56
3.6 Process special requests

Activity:
What special requests would be needed for the
following and who would need to be advised:
 Mr. and Mrs. Todd arrive today - they have a baby and a
small child
 Ms. Wilson is staying at your hotel to do business in your
city. She will be wanting to interview staff while she is
here
 A guest is staying with you to present a new range of
luggage to clients. They need to catch a flight out at
19.00hrs the next day.
57
3.6 Process special requests

Point of sale charges:
 Guest identification
 Signature
Manual charging back to their room:
 Guest identification
 Room number
 Print name
 Signature.
58
3.7 Process guest charges

 Know all about your property
 Give good service
 What if you don’t know? Find out!
 Involve other departments.
59
3.8 Respond to guest queries

60
Element 4: Perform check-out functions

Seeking information on departing guests:
 Room number
 Breakfast
 Mini bar
Check for accuracy:
 Supporting documentation
 Signatures.
61
4.1 Maintain and prepare guest
accounts

4.2 Prepare and review departures lists
 Express check outs
 Group check outs
 Early departures
 Late check outs.
62

4.3 Present the accounts to guests
Generate the account:
 Check guest details
Explain the account:
 Other charges
Present the account:
 Print a new account.
63

4.4 Process payments and refunds
and issue receipts
Process payments:
 Acceptable methods of payments
 Foreign exchange
Issue Receipts:
 Process refunds
 Foreign exchange
Obtain the key:
 Actual keys - not key cards.
64

Activity: Role play – Process a check out:
 1 guest and 1 staff member
 Guest approaches the desk to check out
 Staff member –
 Greet the guest
 Request room number and room key
 Ask the guest if there are any other charges (check these have
been posted, or post them if necessary)
 Print the account(s)
 Present the account(s) and ask the guest to check the charges
 Process method of payment
 Farewell guest
 Guest acts out according to the process
 Swap roles.
65
4.4 Process payments and refunds
and issue receipts

4.5 Process express check outs
 What is an express check out ?
 Who uses it ?
 How is it done ?
66

4.6 Process group check-outs
 Group master account
 Individual accounts
 Extra charges
 Group luggage collection
 Luggage storage.
67

4.7 Distribute departures list as
required
 Housekeeping
 Concierge and porters
 Security
 Management
 Maintenance.
68

4.8 Assist guest with on departure
requests
 Forwarding addresses
 Less and less today with email and texting
 Call a taxi or transport
 Provide lost and found services
 Organize a porter
 Make another booking.
69

Element 5: Prepare front office records
and reports
70

5.1 Prepare and update front office
records
 Update availability/charts
 Room allocation
 Bookings diary
 Changing rooms
 Alter rate
 Modify departure dates/times
 Guest history.
71

5.2 Generate internal reports as
required
 Information reports:
 Other departments
 Back up for operations
 managers
 Analytical/statistical reports:
 Managers
 Supervisors.
72

5.3 Facilitate night audit activities
 Features of night audit
 Purpose of night audit
 Daily reports and records.
73

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