20047579 Room Division

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20047579 Room Division

  1. 1. Room DivisionIntroduction:The Room Division is composed of departments and functions, which play essential roles in providing theservice guests expect during a hotel stay.The Front Office is the most visible department in the hotel, with the greatest amount of guest contact. Thefront desk and cashier sections are located in the busiest area of the hotel’s lobby. The front desk itself isthe focal point of activity within the front office. Guests are registered, assigned rooms and checked out atthe front desk.The reservation function is responsible for receiving and processing reservation for accommodations inthe future. Reservation agents must maintain accurate reservation records and closely track availability toensure that no date is overbooked.Housekeeping and laundry are almost important front office support sections. They inspect rooms forsales, clean occupied and take care of the property’s linen.To ensure efficient rooming of guests in vacant and ready rooms, the different sections must inform eachother promptly of any changes in the status or availability of the rooms. Close coordination andcooperation help ensure guest satisfaction.Organization Chart: -1-
  2. 2. Job descriptions:- Room Division Manager. - Assistant Front Office Manager. - Front Office Supervisor. - Night Auditor. - Receptionist. - Front Office Cashier. - Reservation Attendant. - Shop Attendant. - Health Club Attendant. - Massage Attendant. - Tennis Coach. - Concierge. - Bellboy. - Driver. - Housekeeping Supervisor. - Room Attendant. - Valet. - Order Taker. - Laundry Supervisor. - Laundry Attendant. - Public Area Cleaner. -2-
  3. 3. Room Division Manager Reports to: General Manager. Subordinates: Assistant Front Office Manager, Housekeeping Supervisor, Laundry Supervisor and Concierge.Job summary:He leads and trains all subordinates.He transmits all the information relayed to him by his direct superior and the other departments to hissubordinates.He manages the guest satisfaction efforts of his department in accordance to Victoria’s philosophy.Duties:- Organize his manning as reflected on the Organization Chart.- Control the hygiene and cleanliness of his working area, equipment and material.- Responsible for the organization of his department, revenue reports and other document like provisional budget.- Make reports to the General Manager.- Attend all training program designed to him and all other manager.- Know, control and apply strictly the safety and hygiene regulation and policy of the hotel.- Participate at the daily meeting with all managers.- Optimize the sales by suggestive selling; train staffs on selling techniques and ensure that they are implemented.- Control the appearance and cleanliness of the staff, equipment and working area.- Check that tasks are accomplished accurately by the staff.- Control and approve the schedule of the staff.- Transmit his knowledge to the staff to improve their performance and correct them if necessary.- Prepares the orders for all the chemical products, furniture and material essential for the daily operation.- Prepare all the necessary documents for the day to day operation and assign the tasks to the supervisor.- Handle and solve special requests and complaints.- Follow up the city ledger with the chief accountant. -3-
  4. 4. - Supervise the work of his subordinates.- Control the average room rate and enhance the sales strategy.- Analyze his results and give ideas to increase the profitability.- Control the expenses of his department and maintain it as low as possible.- Delegate tasks to his subordinates to prepare them for bigger responsibility.- Control and assure the follow up of the reservation system.- Manage the stocks and storage of the amenities.- Maintain good relationship with all departments of the hotel.- Coordinate with the F&B department for the group’s requisitions.- Perform other duties as maybe assigned. -4-
  5. 5. Assistant Front Office Manager Reports to: Room Division Manager. Subordinates: Front Office Supervisor, Night Auditor, Receptionist, Reservation Attendant, Shop Attendant, Activity Guide, and Front Office Cashier.Job summary:He is responsible for all aspects of guest’s satisfaction in the Front Office.He leads by example and manages the performance of his staff.He organizes the work schedule of his team.He is in charge of the maintenance of all equipment and material in his working area.He handles and solves problems.He assists his superior in ensuring that the guest satisfaction programs are implemented in accordancewith Victoria’s philosophy.Duties:- Supervise and coordinate all daily operation in the Front Office.- Control the application of all safety and hygiene policy, regulation and procedures of the hotel.- Report regularly to his superior concerning the daily operation.- Organize and control the work schedule of his staff.- Transmit suggestion made by the guest and his subordinates to his superior.- Transmit his knowledge to his subordinates.- Participate in all Front Office meeting.- Participate in all training provided by the Front Office Manager.- Control the appearance and cleanliness of his subordinates.- Check the cleanliness of his work area, equipment and material.- Handle and solve complaints.- Relate well with his staff.- Verify the reports made by the night auditor.- Prepare in advance all the daily tasks and follow their execution. -5-
  6. 6. - Control accurately the billing.- Maintain close relation with the housekeeping department.- Control and check the revenue’s statistics and reports.- Ensure the daily operation of the reservation.- Inquire regularly about the activity of the competition.- Organize with the housekeeping supervisor the control of the guestroom and its timely release.- Ensure the implementation of sales directives from the Head Office.- Control the balance of account in front office department.- Check the expected arrival list of the day.- Solve the problems related to computer software in all Front Office Area.- Perform other duties as maybe assigned. -6-
  7. 7. Front Office Supervisor Reports to: Assistant Front Office Manager. Subordinates: Night Auditor, Receptionist, Reservation Attendant, Shop Attendant, Activity Guide, and Front Office Cashier.Job summary:He is in charge of the maintenance of all equipment and material in his working area.He ensures effectively and smoothly operation of the different section of his department.He assists his superior in ensuring that the guest satisfaction programs are implemented in accordancewith Victoria’s philosophy.Duties:- Control the application of all safety and hygiene policy, regulation and procedures of the hotel.- Report regularly to his superior concerning the daily operation.- Transmit suggestion made by the guest and his subordinates to his superior.- Transmit his knowledge to his subordinates.- Participate in all Front Office meeting.- Participate in all training provided by the Front Office Manager.- Control the appearance and cleanliness of his subordinates.- Check the cleanliness of his work area, equipment and material.- Handle and solve complaints.- Relate well with his staff.- Prepare in advance all the daily tasks and follow their execution.- Check the expected arrival list of the day.- Control the equipment and material of his working area.- Perform other duties as maybe assigned. -7-
  8. 8. Concierge Reports to: Room Division Manager. Subordinates: Bellboy and Driver.Job summary:He coordinates all transportation needed by the guests or by the staff of the hotel.He leads by example and manages the performance of his staff.He is in charge of the maintenance of all equipment and material in his working area.He assists his superior in ensuring that the guest satisfaction is implemented in accordance with Victoria’sphilosophy.Duties:- Organize the work schedule of his team.- Supervise and check the daily maintenance and clearance of the vehicles.- Make sure that all vehicles are in good condition.- Control and report regularly to his direct superior concerning the daily operation.- Prepare all administrative reports.- Control the appearance and cleanliness of his staff.- Take care of the luggage of the guests.- Program and organize the schedule of his staff.- Implement the preventive maintenance plan for all the vehicles to protect them from damage or breakdown.- Help his staff if necessary.- Ensure an accurate schedule of the technical controls.- Perform other duties as maybe assigned. -8-
  9. 9. Housekeeping Supervisor Reports to: Room Division Manager. Subordinates: Room Attendant, Running Housekeeper, and Order Taker.Job summary:He is responsible for planning, directing, controlling and coordination all the activities of his staff.He ensures effectively and smoothly operation of the different section of his department.He leads as an example and trains his staff.Duties:- Plan and program the schedule of the staff.- Make the inventory of the housekeeping store.- Check the usage of the items in the daily operation to avoid wastage.- Program the daily cleaning operation with the list of occupied rooms.- Divide the schedule for room attendant staff and hand over keys for them to clean the room.- Check and inspect the quality and cleanliness of the room.- Check the amenities on the trolley and issue new amenities in the housekeeping store to the staff.- Make a regular report to his superior.- Control the equipment and material of his working area.- Check the equipment of the guestrooms and work closely with the maintenance department in assuring the proper and regular program.- Supervise room cleaning.- Monitor the condition of the room.- Control the needs of materials and amenities necessary and transmit the order to his superior.- Control the key used by the staff.- Double check the VIP’s room, make sure that VIP’s items are displayed. -9-
  10. 10. - Perform other duties as maybe assigned. Laundry Supervisor Reports to: Room Division Manager. Subordinates: Laundry Attendant and Public Area Cleaner.Job summary:He is responsible for planning, directing, controlling and coordination of all the activities of his staff.He ensures effective and smooth operation of the different section of his department.He leads as an example and trains his staff.Duties:- Plan and program the schedule of the staff.- Make the inventory of the laundry store with the storekeeper.- Program the daily laundry operation with the list of occupied rooms.- Prepare the material for the daily operation.- Check the quality and cleanliness of the .sheets, napkins and towels.- Make a regular report to his superior.- Control the equipment and material of his work area.- Work closely with F&B department to know the daily needs of laundry.- Work closely with the housekeeping supervisor to implement the services provided by his section.- Check the stock of materials and amenities and submit the quantity of items to be ordered by his superior.- Ensure that all laundry and articles are returned clean and without any stains damage.- Coordinate with the engineering department for preventive maintenance programs and repairs for all equipment.- Perform other duties as maybe assigned. - 10 -
  11. 11. Health Club Attendant Reports to: Room Division Manager. Subordinates: none.Job summary:He is in charge of the working operation of the Health Club.He sales all the services sold in his outlet.Duties:- Follow all rules and regulation contained in the employee handbook.- Treat the guest with courtesy.- Follow all required information to ensure that the guest has a pleasant stay.- Apply the selling techniques.- Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.- Prepare all material and office supplies for the daily operation.- Explain the type of services to the guests.- Welcome and meet the guests.- Take the reservation for the massage.- Answer all the request of information concerning the health club facilities to the guest and give them all the needed explanation.- Perform other duties as maybe assigned. - 11 -
  12. 12. Tasks list for health club attendant:1. Open the Health Club.2. Welcome and receive the guest.3. Guide the guest into the Health Club.4. Sell services.5. Take booking for massage.6. Handle reports.7. Close the Health Club.8. Handle lost and foundFor the massage girl:1. Do the massage as requested by the guest.2. In the absence of the receptionist, perform the above duties. - 12 -
  13. 13. Procedures for health club attendant:1. Open the health club. 1.1. Organize and clean the desk. 1.1.1.Check if you have all the necessary items: 1.1.1.1.Pen. 1.1.1.2.Paper. 1.1.1.3.Reservation form for massage. 1.1.2.Put in order the desk. 1.1.2.1.Dust. 1.1.2.2.Prepare flowers to have an attractive desk. 1.2. Get the following supplies: 1.2.1.For reception desk and shelf. 1.2.1.1.Towels. 1.2.1.2.Fruits. 1.2.2.For the toilets and shower room: 1.2.2.1.Shampoo. 1.2.2.2.Soap. 1.2.2.3.Tissue paper. 1.3. Check and replenish drinking water. 1.4. Clean used glasses. 1.5. Check the condition of the sauna, steam, and massage… 1.6. Coordinate with Maintenance in case of problems.2. Welcome and receive the guest. 2.1. When meeting a guest, smile and establish direct eye contact. 2.2. Use appropriates greeting. - 13 -
  14. 14. Good Morning/Afternoon/Evening. 2.3. Use the name of the guest, if known. 2.4. If not use: Sir or Madam. 2.5. Show an interest in the guest: How are you today? Did you sleep well? Did you enjoy your day? 2.6. Ask the guest what he wants: May I help you? 2.7. Thank guest and give closing comment by saying: Have a good day/afternoon/night.3. Handle request. 3.1. Listen to get the facts. 3.2. Probe into the needs of guest by asking questions to clarify his request. 3.3. Explain what you can do or offer alternative. 3.4. Confirm with the guest that this is satisfactory. 3.5. Use positive words like: Certainly, I will be happy/glad to… 3.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 3.7. Follow up. 3.8. Give information to the guest. 3.8.1.Provide directions to the guest when asked. 3.8.2.Be sure that you are given the correct information.4. Answer telephone. 4.1. Answer calls promptly after the second ring. Pen and paper in your hand. 4.2. Lift the receiver only when ready to talk. 4.3. Answer the call as per standards: 4.3.1.Greeting. Good morning/afternoon/evening. 4.3.2.Identify your department. 4.3.3.Identify yourself and then say: May I help you? 4.4. Use the voice with a smile. 4.5. If you wish the caller to identify himself ask politely: May I know who is calling please? Or - 14 -
  15. 15. May I tell him who is calling please? (If the call is for somebody else). 4.6. If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, please dial again. 4.7. Speak distinctly and clearly. 4.8. Listen carefully. 4.9. During a extended narration by the caller, indicate your presence on the line by saying: Of course. Yes, I understand. Certainly Madam/Sir. 4.10.If you answer a call for someone not available: I am sorry, Mr. X will be back in a few minutes. May I take a message? 4.11.Ask and write down the following information: 4.11.1.Name of caller. 4.11.2.Department/Company name. 4.11.3.Telephone number. 4.11.4.The message. 4.12.Repeat the message for accuracy. 4.13.Thank the caller: Thank you for calling, good bye. 4.14.Wait for the caller to replace the phone before you do. 4.15.Complete your message by writing down: 4.15.1.Your name. 4.15.2.Date and time of call.5. Guide the guest into the health club. 5.1. When asked explain : 5.1.1.The different features of the facilities are offered. 5.1.2.The price. 5.1.3.How to use them. 5.2. Offer to assist guest in the fitness exercises in the gym. - 15 -
  16. 16. 6. Sell services. 6.1. Be familiar with every type of services proposed in the Health Club. 6.2. Offer an appropriate greeting. 6.3. Listen carefully the guest’s request. 6.4. Find out the guest request. 6.5. Try to attract the guest by using words like: Delicious, pleasant, relaxant… to stimulate the desire of the guest. 6.6. Inform guest compliment service and try to sell other service. 6.7. Anticipate what the guest needs, ask questions. 6.8. Repeat the details. 6.9. Stop asking questions when the guest gives signal of buying or back off. 6.10.Take the booking. 6.11.Thank them even they decide not buy a service they can decide otherwise, anytime. 6.12.Always be positive, you represent the management and have an important role in showing the impression to the guest.7. Take booking for massage. Fill up the form by asking the following information to the guest: 7.1.1.Name. 7.1.2.Room number. 7.1.3.Type of massage requested. 7.1.4.Date and time wanted.8. Handle report: 8.1. Prepare and photocopy the massage service reports, with all the services sold for the day. 8.2. Check the bills in order to correct any mistake. 8.3. Take the bills to reception desk.9. Close the health club. 9.1. Clean fitness center area. 9.1.1.Clean and dust all the items in the fitness room with a clean cloth. 9.1.2.Use the vacuum cleaner. 9.1.3.Clean health club area with a humid floor cloth. 9.1.4.Clean the toilets and shower room. 9.1.5.Empty the bins. 9.1.6.Collect the dirty towels for laundry. - 16 -
  17. 17. 9.2. Before closing the health club, turn off the following: 9.2.1.Lights. 9.2.2.Sauna. 9.2.3.Jacuzzi. 9.3. Lock the door.10. Handle lost and found. 10.1.Classification of lost and found items: 10.1.1.Perishable. Food and beverage items. 10.1.2.Non-valuable. Items such as clothes, shoes, bags, umbrellas and the like. 10.1.3.Valuable. Items such as money, jewelry, camera… 10.2.Found articles.All articles found anywhere on the hotel premises are to be returned immediately to the housekeepingoffice. 10.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will be entered in this ledger with the following date. 10.2.1.1.Date. 10.2.1.2.Room or location. 10.2.1.3.Description of the article. 10.2.1.4.Article number. 10.2.1.5.Name of finder. 10.2.1.6.Disposition and date. 10.2.2.The front office will let the guest know that an item was found in his room, by phone or mail. 10.2.3.If a guest claims an article he must sign a receipt with his identification items. 10.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be sent after proper identification. - 17 -
  18. 18. 10.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will be advised about the incident so he could collect the item. 10.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be released to the finder. 10.3.Lost items.It is the duty of all attendants to protect the property of the hotel. 10.3.1.When cleaning, check the items such as: 10.3.1.1.Towel. 10.3.1.2.Folder. 10.3.1.3.Blanket. 10.3.1.4.Picture. 10.3.1.5.Vase. 10.3.2.Report to you direct superior any supplies missing from the room. He will ascertain the fact, false or careless accusation can trouble the reputation of the hotel. 10.3.3.If the item is proved to be missing, the supervisor will notify the fact to the concerned person and record the lost. 10.4.Inform immediately if you found broken or damaged property, notify your direct superior. 10.5.In case of burnt or damaged bedding or linen: 10.5.1.Leave the damaged item where it is. 10.5.2.Do not change the damaged item so that the concerned manager inspect item personally. - 18 -
  19. 19. On-the Job Training Record: Department: Room Division. Job Title: Health Club attendant. Name of employee: Date Perf. Signature Skills, knowledge and tasks. of OJT Grade Trainee Trainer1. Open the Health club. 1.1. Organize and clean the desk. 1.2. Get supplies. 1.3. Check and replenish the drinking water. 1.4. Clean glasses. 1.5. Check the condition of the equipment.2. Welcome and receive the guest.3. Handle request.4. Answer the phone.5. Guide the guest into the Health Club.6. Sell services.7. Take booking for massage.8. Handle report.9. Close the Health Club. 9.1. Clean the area. 9.2. Turn off the equipment. 9.3. Lock the door.10. Handle lost and found. - 19 -
  20. 20. Remarks: Performance Grading: A- Good. B- Satisfactory. C- Needs Improvement. Massage Attendant Reports to: Room Division Manager. Subordinates: none.Job summary:He is responsible for doing the massages to the guest as requested.Duties:- Follow all rules and regulation contained in the employee handbook.- Treat the guest with courtesy.- Follow all required information to ensure that the guest has a pleasant stay.- Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.- Prepare all material and office supplies for the daily operation.- Welcome and meet the guests.- Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.- Prepare all material and office supplies for the daily operation.- Explain the type of massages to the guests.- Answer all the request of information concerning the health club facilities to the guest and give them all the needed explanation.- Do the required massage for the guest.- Update herself with the latest techniques for massage.- Handle lost and found.- Perform other duties as maybe assigned. - 20 -
  21. 21. Tennis Coach Reports to: Room Division Manager. Subordinates: none.Job summary:He is responsible for playing tennis with guests as required.Duties:- Follow all rules and regulation contained in the employee handbook.- Treat the guest with courtesy.- Follow all required information to ensure that the guest has a pleasant stay.- Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.- Prepare all material and office supplies for the daily operation.- Welcome and meet the guests.- Keep the court clean.- Lock the door of the court when no guest uses it.- Follow up the status and condition of court, racket and ball.- Check with the Front Office to know about the tennis booking.- Take part in the activities of the department and hotel.- Perform other duties as maybe assigned. - 21 -
  22. 22. Glossary of terms for Front Office:Room status definition:Occupied: a guest is currently registered to the room.Complimentary: the room is occupied, but the guest is assessed no charge for its uses.Stay over: the guest is not checking out today and will remain at least one more night.On-change: the guest has departed, but the room has not yet been cleaned and readied for re-sale.Do not disturb: the guest has requested not to be disturb.Sleep-out: a guest is registered to the room, but the bed has not been used.Skipper: the guest has left the hotel without making arrangements to settle his account.Sleeper: the guest has settled his or her account and left the hotel, but the front office staffhas failed to properly update the room’s status.Vacant and ready: the room has been cleaned and inspected, and is read y for an arriving guest.Out-of-order: the room cannot be assigned to a guest. A room may be out-of-order for a variety ofreasons, including the need for maintenance, refurbishing and extensive cleaning.Lock-out: the room has been locked so that the guest cannot re-enter.DNCO (Did Not Check Out): the guest made arrangements to settle his or her account but has leftwithout informing front office.Due out: the room is expected to become vacant after the following day’s check-out time.Check-out: the guest has settled his or her account, returned the room keys and left the hotel.Late check-out: the guest has requested and is being allowed to check out later than the hotel’sstandard check-out time.Room types:Single: a room assigned to one person. May have one or more beds.Double: a room assigned to two people. May have one or more beds.Triple: a room assigned to three people. May have two or more beds.Quad or family: a room assigned to four people. May have two or more beds. - 22 -
  23. 23. Queen: a room with a queen-size bed. May be occupied by one or more people.King: a room with a king-size bed. May be occupied by one or more people.Twin: a room with two twin beds. May be occupied by one or more people.Double-double: a room with two double beds. May be occupied by one or more people.Mini-suite or junior suite: a single room with a bed and a sitting area. Sometimes the sleeping area is ina bed room separate from the living room.Suite: a parlor or living room connected to one or more bedrooms.Connecting rooms: rooms with individual entrance doors from the outside and a connecting doorbetween. Guest can move between rooms without going outside.Source of reservation: Frequent Individual Travelers (FIT):1. Self booking: 1.1. Walk-in. 1.2. Telephone. 1.3. Telex. 1.4. Letter. 1.5. Internet.2. Commercial account booking: Local representative office established a commercial account and made a reservation for one of their visitors in our hotel. The Sales and Marketing office submit the updated list of our commercial accounts.3. Airlines booking. 3.1. Transit. 3.2. Layover. 3.3. Airlines regular passengers. 3.4. Packages.4. Overseas travel agent. Agents without free sale or worldwide agreement.5. Local travel agent. Agents with contact and entitled to have special room rates.6. Free sale agents. Agents who are mostly overseas or appointed booking agents in local and overseas with free sale allotment. - 23 -
  24. 24. Group reservation.Making reservation for groups can involve working with a variety of contacts. Usually, when a groupselects a hotel, it is representative deals with the hotel.1. Convention, conference and meeting. A key to hosting a successful convention, conference or meeting is the close working relationship between all the concerned departments. Large conventions often require more than one property to accommodate all the delegates. All hotels should know which hotel is the convention headquarters. It will have the main convention activities and most of the hospitality suites. Concerning the accommodation of the conference, the hotel must determine the number and type of room it will commit for each day. The organizer will send the reservation requests to the hotel on the daily basis or in a master list, which will be updated periodically. In return, the hotel should inform the organizer of any reservations, amendments or cancellations that are sent directly to the hotel. A constant communication permits to manage and maximize the occupancy.2. Tour groups. Tour groups are usually groups of people who have all of their arrangements, including accommodation, transportation and activities, organized for them. In checking the history of tour operators, or travel agents, the hotel should be especially careful in researching their reliability and past performance.Market segment definition.Full rate: Guestrooms sold at the hotel’s published rack rate. Commissionable totravel agents at a negotiated percentage. May be sold and confirmed freely by room type at the applicablerack rate.Commercial rate: Corporate introductory rate for guest requesting at the Front Office or at thetime the reservation is made. The Front Office manager or supervisors are to use discretion whenauthorizing this rate segment. They should sign the reservation order or registration card. Obtain theguest’s company name card and forward all the sales office for sales call follow-up. - 24 -
  25. 25. Preferred rate: Corporate contracted are offered to companies that agree to produce adeterminate number of room nights per year. The Sales department signs the contracts. Copies are on filein the reservation office for reference when the reservation is received and for walk-in guest.Travel Agency rate: Frequent Individual Travelers (FIT) wholesale or volume rates are toutilized by the Travel Agents to create packages which may include room, meals, transportation and otherservice of the hotel. Guest will check-in individually and present a coupon or voucher to the reception.The Sales department signs the contract with Travel agents and kept on file in the reservation office.In house package rate: Packages designed by the hotel which include room and at least one otherservice provided by the hotel such as meals, transportation… Generally none during specified periods andsubject to the availability.Promotion rate: Special promotional rates designed to increase room sales. Different from inhouse package as this is a room only promotion rate. Generally there is none during promotional periodsand subject to availability. Requests outside the promotional period require one of the concernedmanagers.Airline layover: Airline layover room rate contracted or quoted. The sales departments signsthe contract which is filled in the reservation office.Airline crew: Airline crew rate contracted or quoted. The sales departments signs thecontract which is filled in the reservation office.Travel industry discount rate: A reduced room rate for Airline, Travel Agent or Hoteliers. Reservationare required to obtain prior approval before confirming discounted room reservations. The signature ofone of the designated manager is requested.Tour group rate: Room rate for leisure groups larger than ten rooms. Or reservation made bytravel agent. The Front Office Manager or supervisor must authorize the group order.Ad hoc group: One time group with seasonal rates. The Front Office Manager or supervisormust authorize the group order.Exhibition, meeting and incentive rate: Room rate for large groups arriving for a conference. Largeconventions often require more than one hotel to accommodate them. Check-in may be either group orFIT.House use: Guestroom provided free of charge to employees of Victoria hotels, used forworking reasons. The room will not be included in the room sales report. The General Manager or theRoom Division Manager are the only persons in the hotel to authorized house-use rooms. Heads ofdepartment should process applications for such accommodation during office hours.Complimentary: Room provided complimentary, free of charge sometimes, to special guestand employees of Victoria. The room will be included in the room sales report. - 25 -
  26. 26. Generally the complimentary room is offered to create a better image for the hotel or ManagementCompany for person who may bring business or with special influence. The complimentary room need theprior approval of the General Manager or Room Division Manager. Front Office Supervisor Reports to: Room Division Manager, Assistant Front Office Manager. Subordinates: Night Auditor, Receptionist, Reservation Attendant, Shop Attendant, Activity Guide, and Front Office Cashier.Job summary:He leads by example and manages the performance of his staff.He is in charge of the maintenance of all equipment and material in his working area.He carries out Front Office duties and assist in maintaining an efficient department.He assists his superior in ensuring that the guest satisfaction programs are implemented in accordancewith Victoria’s philosophy.Duties:- Control the application of all safety and hygiene policy, regulation and procedures of the hotel.- Report regularly to his superior concerning the daily operation.- Transmit suggestion made by the guest and his subordinates to his superior.- Transmit his knowledge to his subordinates.- Participate in all Front Office meeting.- Participate in all training provided by the Front Office Manager.- Control the appearance and cleanliness of his subordinates.- Check the cleanliness of his work area, equipment and material.- Relate well with his staff.- Control accurately the billing.- Ensure the daily operation of the Front Office.- Ensure the implementation of sales directives from the Head Office.- Check the expected arrival list of the day. - 26 -
  27. 27. - Perform other duties as maybe assigned. Night Auditor Reports to: Room Division Manager, Assistant Front Office Manager. Subordinates: None.Job summary:He checks the accuracy of front office accounting records and compiles a daily summary of hotelfinancial performance of the day.He is in charge of all guest requests during the night.Duties:- Post room charges and taxes to guest account.- Process guest charge vouchers and credit card.- Post guest charge purchase transactions not posted during the day by the front office cashier.- Check all account postings and balances.- Summarize the results of operations for reporting to management.- Resolve room status discrepancies.- Produce operational reports.- Establish accurate records.- Balance all department reports.- Found and solve the cashier auditing problems.- Answer the phone for the inside and outside calls.- Handle and solve any complaints or problems with the guest.- Handle night check in and check out. - 27 -
  28. 28. - Perform other duties as maybe assigned.Task list for Night Auditor:1. Receive the float.2. Print out the in-house guest list.3. Reconcile the room status discrepancies.4. Complete outstanding posting.5. Check the bills.6. Proceed modification and cancellation.7. Handle reports.8. Answer the phone.9. Handle guest request and complaints.10. Hand over evening shift report.11. Handle lost and found. - 28 -
  29. 29. Procedures for Night Auditor:1. Receive the float from the cashier.At the beginning of the shift the cashier must transmit you the keys and the float of the front office.2. Print out the in-house guest list. 2.1. Run the list from the computer. 2.2. Check if all the expected arrival have checked in. 2.3. Check if all the expected departures have checked out. 2.4. Prepare a copy for the General Manager, F&B, Accounting, and Housekeeping departments. 2.5. Check if there is the birthday of any guest staying in the hotel. 2.6. Prepare the number of departure for the day after.3. Reconcile room status discrepancies. 3.1. In a computerized system, the checkout process automatically changes the status of the room. Few discrepancies with housekeeping report should result. 3.2. Errors in room status can lead to lost room revenues and omissions in posting. 3.3. Review the in-house list and the housekeeping report to reconcile the occupancy status of all room.4. Complete outstanding postings. 4.1. Ensure that all transaction that affecting Front Office accounts are posted to appropriate folios. 4.2. Confirm that all transaction have been posted prior to starting the audit. 4.3. Incomplete posting will lead to errors in account balancing and reports. - 29 -
  30. 30. 5. Check the bill of all the rooms with the orders. 5.1. Control that every order has been charged on the guest account and any charge posted has a bill. 5.1.1.Rates. 5.1.2.Rack. 5.1.3.Number of person. 5.1.4.Nationality. 5.1.5.Duration of the stay. 5.1.6.Mode of payment. 5.2. Rectify any order or bill, if necessary. 5.3. Control the automatic billing system of the restaurant.6. Proceed modification and cancellation when necessary. 6.1. Handle modifications. 6.1.1.Check and find out the mistake or error by computer or in the orders. 6.1.2.Keep tracks every details to amend accordingly in the computer and papers. 6.2. Handle cancellation. 6.2.1.Check and find out the exact mistake or error by computer or correspondences filing. 6.2.2.Keep tracks every details to cancel booking accordingly in the computer and correspondences. 6.2.3.File the cancellation in the appropriate location in order to provide any justification. 6.3. Report to the superior all cancellation or amendment to keep in-house occupancy control effectively.7. Handle reports. 7.1. Daily revenue report. Report on the adequate form all the amount of the day. 7.1.1.F&B. 7.1.2.Mini bar. 7.1.3.Excursion and activities (massage, tennis...) 7.1.4.Laundry. 7.2. Nationality report. 7.2.1.Check all the guests in-house sent by Travel Agency and Tour Operator in the day. 7.2.2.Company. - 30 -
  31. 31. 7.2.3.Country. 7.2.4.Status. 7.2.5.Number of person. 7.2.6.Number of room.8. Welcome the guests 8.1. When meeting a guest, smile and establish direct eye contact. 8.2. Use appropriates greeting. Good Morning/Afternoon/Evening. 8.3. Use the name of the guest, if known. 8.4. If not use: Sir or Madam. 8.5. Show an interest in the guest: How are you today? Did you sleep well? Did you enjoy your day? 8.6. Ask the guest what he wants: May I help you? 8.7. Thank guest and give closing comment by saying: Thank you for coming, have a good day/ afternoon/ night.9. Answer the phone. 9.1. Answer calls promptly after the second ring. Pen and paper in your hand. 9.2. Lift the receiver only when ready to talk. 9.3. Answer the call as per standards: 9.3.1.Greeting. Good morning/evening. 9.3.2.Identify your department. 9.3.3.Identify yourself and then say: May I help you? 9.4. Use the voice with a smile. 9.5. If you wish the caller to identify himself ask politely: May I know who is calling please? Or May I tell him who is calling please? (If the call is for somebody else). 9.6. If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, please dial again. 9.7. Speak distinctly and clearly. 9.8. Listen carefully. - 31 -
  32. 32. 9.9. During a extended narration by the caller, indicate your presence on the line by saying: Of course. Yes, I understand. Certainly Madam/Sir. 9.10.If you answer a call for someone not available: I am sorry, Mr. X will be back in a few minutes. May I take a message? 9.11.Ask and write down the following information: 9.11.1.Name of caller. 9.11.2.Department/Company name. 9.11.3.Telephone number. 9.11.4.The message. 9.12.Repeat the message for accuracy. 9.13.Thank the caller: Thank you for calling, good bye. 9.14.Wait for the caller to replace the phone before you do. 9.15.Complete your message by writing down: 9.15.1.Your name. 9.15.2.Date and time of call.10. Resolve any request or complaint from the guest. 10.1.Handle guest request. 10.1.1.Listen to get the facts. 10.1.2.Probe into the needs of guest by asking questions to clarify his request. 10.1.3.Explain what you can do or offer alternative. 10.1.4.Confirm with the guest that this is satisfactory. 10.1.5.Use positive words like: Certainly, I will be happy/glad to… 10.1.6.Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 10.1.7.Follow up. 10.1.8.Give information to the guest. 10.1.8.1.Provide directions to the guest when asked. 10.1.8.2.Be sure that you are given the correct information. 10.2.Wake-up call. - 32 -
  33. 33. 10.2.1.Ask the guest the following information: 10.2.1.1.Time of call. 10.2.1.2.Room number. 10.2.1.3.Name of the guest. 10.2.2.Wake up guest with a warm voice by saying: Good Morning Mr./Mrs. . it is o’clock. I hope you have a pleasant day. 10.2.2.1.If the guest did not answer a telephone wake-up call, call back in five minutes. If there is still no answer, request the bellboy to go to the guestroom and knock on his door. 10.3.Handle guest complaints. 10.3.1.Listen carefully to the guest complaint without interrupting. 10.3.2.Ask questions to clarify circumstances and determine guest’s needs. 10.3.3.Let the guest know that you appreciate his/her individual needs and problems. I understand how you feel, Sir/Madam… I am very sorry. 10.3.4.Share meaningful information and give reasons for policies. 10.3.5.Offer alternatives. 10.3.6.Let guest decide, refrain from trying to force the guest to do what you think is best. 10.3.7.Get guest committed to selected plan of action. 10.3.8.Keep body language open and non-defensive or confrontational. 10.3.9.Thank guest for pointing out the problem and bringing it to your attention. Thank you for informing us, Mr./Ms,… 10.3.10.Give closing comment which indicate that you will follow up: I will take care and sort the problem 10.3.11.If the complaint involve another department, call that department and inform them about the guest’s complaints and plan of action decided upon. 10.3.12.Follow up by checking with other departments and getting back to the guest as promised. 10.3.13.Log complaint and solution.11. Hand over evening shift report. Note and explain every relevant event of the night for the next shift.12. Handle lost and found. 12.1.Classification of lost and found items: 12.1.1.Perishable. Food and beverage items. - 33 -
  34. 34. 12.1.2.Non-valuable. Items such as clothes, shoes, bags, umbrellas and the like. 12.1.3.Valuable. Items such as money, jewelry, camera… 12.2.Found articles.All articles found anywhere on the hotel premises are to be returned immediately to the housekeepingoffice. 12.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will be entered in this ledger with the following date. 12.2.1.1.Date. 12.2.1.2.Room or location. 12.2.1.3.Description of the article. 12.2.1.4.Article number. 12.2.1.5.Name of finder. 12.2.1.6.Disposition and date. 12.2.2.The front office will let the guest know that an item was found in his room, by phone or mail. 12.2.3.If a guest claims an article he must sign a receipt with his identification items. 12.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be sent after proper identification. 12.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will be advised about the incident so he could collect the item. 12.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be released to the finder. 12.3.Lost items.It is the duty of all attendants to protect the property of the hotel. 12.3.1.Report to you direct superior any supplies missing from the room. He will ascertain the fact, false or careless accusation can trouble the reputation of the hotel. 12.3.2.If the item is proved to be missing, the supervisor will notify the fact to the concerned person and record the lost. - 34 -
  35. 35. 12.4.Inform immediately if you found broken or damaged property, notify your direct superior. 12.5.In case of burnt or damaged bedding or linen: 12.5.1.Leave the damaged item where it is. 12.5.2.Do not change the damaged item so that the concerned manager inspect item personally. On-the Job Training Record: Department: Room Division. Job Title: Night Auditor. Name of employee: Date Perf. Signature Skills, knowledge and tasks. of OJT Grade Trainee Trainer1. Receive float from the cashier.2. Print out in-house guest list.3. Reconcile room status discrepancies.4. Complete outstanding posting.5. Check the bill of all the rooms with the orders.6. Proceed modifications and cancellations.7. Handle reports. 7.1. Daily revenue report. 7.2. Nationality report.8. Welcome the guest.9. Answer the phone.10. Resolve any request or complaint from guest. 10.1.Request. 10.2.Wake up call. 10.3.Complaints.11. Hand over evening shift report.12. Handle lost and found. Remarks: Performance Grading: A- Good. - 35 -
  36. 36. B- Satisfactory. C- Needs Improvement. Receptionist Reports to: Assistant Front Office Manager. Subordinates: None.Job summary:He implements all policy and procedures of Front Office by enhancing the quality of services.He assists the guest efficiently, courteously and professionally in all Front Office related function.He maintains a high standard of service and hospitality at all the times.He is responsible to meet and to talk to the guest at all times with a cheerful disposition and a positiveservice attitude in accordance to Victoria’s philosophy.Duties:- Welcome and register the guest according to the procedures.- Assign room and accommodate special request whenever possible.- Assist in pre registration and blocking of reservation when necessary.- Stay up-to-date on room rates, package, discounts and how to handle each.- Review the room rates, room location, types of room and room rack operation.- Develop knowledge about the staff, services and hours of operation in the hotel.- Promptly notify housekeeping of all late check out, early check in and special requests.- Handle walk-in reservation or cancellation procedures.- File room keys.- Develop thorough knowledge of the software used in the Front Office.- File and post all charges to guests.- Use proper telephone etiquette.- Follow the message handling procedures.- Report any unusual occurrences and requests to his superior.- Get information about of the daily activities and meetings taking place in the hotel.- Follow all safety and emergency procedures and how to act upon them. - 36 -
  37. 37. - Follow accident prevention policies.- Maintain the cleanliness and neatness of the front desk area.- Handle of every kind of request and complaints of the guests.- Keep properly the accounts of the guests for their expenses during their stay and charge them upon departure or any time they ask for it.- Handle room changes according to availability.- Control the issue of room key and conduct the daily inventory.- Give suggestions and comments to his direct superior.- Handle all inquiries of guests and give all the information required.- Inform the bellboy of the arrivals.- Prepare all the necessary forms required to carry out the daily operation.- Perform other duties as maybe assigned. - 37 -
  38. 38. A professional receptionist has to develop the following skills and knowledge to be able to perform thetasks listed below:- Product knowledge, manual available in each department.- Services provided.Task list for receptionist:1. Welcome and greet guests.2. Determine and meet the needs of the guests.3. Check the arrival list and profiles.4. Sell room effectively.5. Check in the guest.6. Post all charges.7. Coordinate room movements.8. Handle messages.9. Handle mail and packages.10. Answer telephone.11. Verify all the charges.12. Communicate with all the departments.13. Control and make the inventory of the room keys.14. Take room reservation.15. Handle reports.16. Handle lost and found.17. Handle amendment and cancellation. - 38 -
  39. 39. Procedures for receptionist:1. Welcome and greet Guests 1.1. When meeting a guest, smile and establish direct eye contact. 1.2. If you are not unable to attend to a guest immediately, acknowledge him/her by making eye contact and smiling. 1.3. Use appropriates greeting. Good Morning/Afternoon/Evening. 1.4. Use the name of the guest, if known. 1.5. If not use: Sir or Madam. 1.6. Show an interest in the guest: How are you today? Did you sleep well? Did you enjoy your day? 1.7. Ask the guest what he wants: May I help you? 1.8. Thank guest and give closing comment by saying: Have a good day/afternoon/night.2. Determine and meet the needs of the guest. 2.1. Handle guest request. 2.1.1.Listen to get the facts. 2.1.2.Probe into the needs of guest by asking questions to clarify his request. 2.1.3.Explain what you can do or offer alternative. 2.1.4.Confirm with the guest that this is satisfactory. 2.1.5.Use positive words like: Certainly, I will be happy/glad to… 2.1.6.Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 2.1.7.Follow up. 2.1.8.Give information to the guest. 2.1.8.1.Provide directions to the guest when asked. - 39 -
  40. 40. 2.1.8.2.Be sure that you are given the correct information. 2.2. Handle wake-up call. 2.2.1.Ask the guest the following information: 2.2.1.1.Time of call. 2.2.1.2.Room number. 2.2.1.3.Name of the guest. 2.2.2.Dial the room number and wake up guest with a warm voice by saying: Good Morning Mr./Mrs. __. It is __ o’clock. I hope you have a pleasant day. 2.2.2.1.If the guest does not answer the wake-up call, call back in five minutes. If there is still no answer, request the bellboy to go to the guestroom and knock on his door. 2.3. Handle guest complaints. 2.3.1.Listen carefully to the guest complaint without interrupting. 2.3.2.Ask questions to clarify circumstances and determine guest’s needs. 2.3.3.Let the guest know that you appreciate his/her individual needs and problems. I understand how you feel, Sir/Madam… I am very sorry. 2.3.4.Share meaningful information and give reasons for policies. 2.3.5.Offer alternatives. 2.3.6.Let guest decide, refrain from trying to force the guest to do what you think is best. 2.3.7.Get guest committed to selected plan of action. 2.3.8.Keep body language open and non-defensive or confrontational. 2.3.9.Thank guest for pointing out the problem and bringing it to your attention. Thank you for informing us, Mr./Ms,… 2.3.10.Give closing comment which indicate that you will follow up: I will take care and sort the problem 2.3.11.If the complaint involve another department, call that department and inform them about the guest’s complaints and plan of action decided upon. 2.3.12.Follow up by checking with other departments and getting back to the guest as promised. 2.3.13.Log complaint and solution.3. Check arrival list and profiles: 3.1. Check the expected arrival on any specific date. 3.2. Identify the time for expected arrival of groups. 3.3. Double check VIP booking. 3.3.1.Time of arrival. - 40 -
  41. 41. 3.3.2.Special request. 3.4. Ensure that the fruit basket has been placed in the room. 3.5. Identify regular and repeat customers to ensure recognition upon check-in. 3.6. Note any special requirements: 3.6.1.Early or late arrivals. 3.6.2.Early or late checkout. 3.7. Send a copy to the housekeeping and F&B department. 3.8. Ensure all registration cards are printed.4. Sell room effectively: 4.1. Be familiar with every type of the accommodation and services. Make inspection trips through each of the various types of rooms to refresh you memory. Remember the following: 4.1.1.Capacity of the hotel. 4.1.2.Details concerning the different room rates (view, facilities, and private terrace…). 4.2. Be able to explain price policy. 4.2.1.Room rates. 4.2.2.Extra bed. 4.3. Clarify the guest segmentation. Observe people and try to classify them. 4.4. Offer an appropriate greeting. 4.5. Listen carefully to the guest’s request. 4.6. Find out the guest request. 4.6.1.How long? 4.6.2.How many person? 4.6.3.What kind of room? 4.7. Do not sell at minimum price, try to sell top down. 4.8. Do not give up on prospective guest. Stress the benefits. 4.9. Sell the room, not the rate. Promote outside locations with a view of the area to visitors and new guest. Offer a range clearly indicating the advantage of one room over another. Use words like “ cozy, delicious, sunny…” to stimulate the desire of the guest. 4.10. Inform guest about complimentary service and try to sell other services. Mention dining facilities particularly to the guest arriving just prior to mealtimes. 4.11.If necessary, ask a bellboy to show him through several types of room. This may often sell the most hesitant guest. 4.12.Ask guest to reconfirm his booking by way of a written document to avoid misunderstanding. 4.13.For special promotions, the head of department has to be informed before any decision is taken. - 41 -
  42. 42. 4.14.Anticipate what the guest needs, ask questions. 4.15.Repeat the details 4.16.Offer alternatives. 4.17.Stop asking questions when the guest gives signal of buying or back off. 4.18.Thank them even they decide not stay in our hotel, they can decide otherwise, anytime. 4.19.Always be positive, you represent the management and have an important role in showing the first impression to the guest.5. Check in the guest. 5.1. Check in FIT guest: 5.1.1.Greet the guest. 5.1.2.Find reservation and check booking details. Mr./Ms. _, I have your reservation right here. We were expecting your arrival. 5.1.3.Perform registration: 5.1.3.1.Ask the guest to present his passport. Sir/Madam, I will need your passport. May I have it please? 5.1.3.2.Fill up the registration form. 5.1.3.2.1.Name. 5.1.3.2.2.Number of guest. 5.1.3.2.3.Room rate. 5.1.3.2.4.Number of the room. 5.1.3.2.5.Individuals, group, travel agency or tour operator. 5.1.3.2.6.Nationality. 5.1.3.2.7.Arrival and departure dates. 5.1.3.3.Fill up the registration card for the police. 5.1.3.3.1.Name. 5.1.3.3.2.Nationality. 5.1.3.3.3.Gender. 5.1.3.3.4.Number of passport. 5.1.3.3.5.Signature of the guest: Mr./Ms. _, May I have your signature for the registration card? 5.1.4.Confirm with the guest the following information: 5.1.4.1.The number of person. 5.1.4.2.The type of room. 5.1.4.3.The room rate. - 42 -
  43. 43. 5.1.4.4.Duration of stay. 5.1.4.5.Date of departure and time for check out. 5.1.5.If the form filled out by the guest is incomplete, complete it carefully with the information provided by the guest. 5.1.6.Inform the guest if any messages have arrived (mail, telex, and fax…), give them to him or her or indicate where they are delivered or sent. 5.1.7.Ask the guest if he needs future reservation: Sir/Madam, do you need a future reservation? 5.1.8.If the room is not yet available. 5.1.8.1.Offer your apologies and indicate when the room will be available. 5.1.8.2.Propose a solution while the guest waits. 5.1.9.Direct the guest to the room: 5.1.9.1.Offer bell service by saying: Sir/Madam, our Bell service will help you with your luggage. 5.1.9.2.Direct the bell person. Please show Mr./Ms. to his room. 5.1.9.3.Show guest the way to his room if no help is need. 5.1.10.Wish guest a pleasant stay: I hope that you enjoy your stay in our hotel. Please let us know if there is any thing that we can do to make your stay more comfortable. 5.1.11.Complete administrative steps: 5.1.11.1.Process registration in the computer. 5.1.11.2.Check spelling of the surname and given name of the guest. 5.1.12.Notify other departments. 5.1.12.1.Housekeeping. 5.1.12.2.F&B department.5.2. Check-in a group. 5.2.1.Prior to the group arrival: 5.2.1.1.Prepare the room assignment form and attach the group file. 5.2.1.2.Prepare the group perks if any (travel tips, welcome letters…). 5.2.1.3.Prepare the registration card and welcome booklet. 5.2.1.4.Assign room to group members using the rooming list and enter all room number blocked into the computer. 5.2.1.5.Complete the assignment form and pass it to Housekeeping. - 43 -
  44. 44. 5.2.1.6.Prepare room keys. 5.2.1.7.Ensure that a parking space is available for the bus when it arrives with the group. 5.2.1.8.Make sure that everything is done before the group arrived.5.2.2.Upon the group’s arrival. 5.2.2.1.Greet the group and the tour leader. 5.2.2.2.The supervisor or manager must be present to greet the group: My name is …, I am the Front Office (supervisor, assistant or manager). Welcome to Victoria __ hotel. 5.2.2.2.1.Show guest the way to the check-in venue. 5.2.2.2.2.Assist them to get the check-in venue if possible. 5.2.2.3.Ensure that the group file contains the reservation, final rooming list, welcome booklet, room keys and registration cards. Give it to the tour leader and inform him/her of any subsequent change during the stay.5.2.3.At the front office, perform the administrative steps: 5.2.3.1.Collect guest passports. 5.2.3.2.Ask guest to sign the registration form. 5.2.3.3.Confirm the number of person, room and length of stay with the group leader. 5.2.3.4.Give room keys to group leader to deliver to the group members. 5.2.3.5.Introduce the meal arrangement: The breakfast is served at the… restaurant. It is located on… 5.2.3.6.Upsell property features. 5.2.3.7.Thank the guest and give closing comments by saying: I hope that you will enjoy your stay. Please let us know if there is anything we can do to make your stay more comfortable.5.2.4.Direct guest to the room: 5.2.4.1.Offer bell service. 5.2.4.2.Direct bell person. 5.2.4.3.Show guest the way to his room if no help is needed.5.2.5.Complete administrative steps: 5.2.5.1.Process registration in the computer. 5.2.5.2.Take the signature of the group leader in the master registration card. 5.2.5.3.Double check spelling of names. - 44 -
  45. 45. 5.2.5.4.Complete the registration form. 5.2.5.5.Clarify with the group leader about the quantity of passports received. 5.2.5.6.File and distribute group reports to departments concerned.6. Post all charges. 6.1. Receive the order made and signed by the guest. 6.2. Check the name and room number of the guest. 6.3. Open the account on the computer. 6.4. Charge the service on the account. 6.5. Charge orders coming from: 6.5.1.Concierge: 6.5.1.1.Car transportation. 6.5.1.2.Motorbike or bicycle rental. 6.5.2.F&B: 6.5.2.1.Consumption in the restaurant. 6.5.2.2.Consumption in the bar. 6.5.3.Laundry. 6.5.3.1.Laundry, dry clean, pressing services… 6.5.3.2.Repairs of laundry items. 6.5.4.Housekeeping. 6.5.4.1.Consumption of the mini bar. 6.5.5.Health club. 6.5.5.1.Massage and/or other services. 6.5.6.Front office. 6.5.6.1.Excursion. 6.5.6.2.Faxes. 6.5.6.3.Use of Internet. 6.5.6.4.Telephone. 6.5.6.4.1.Print the daily call lists. 6.5.6.4.2.Check the guest calls. 6.5.6.4.3.Check the cost of the calls. 6.5.6.4.4.Charge into the account. 6.5.6.5.Any special order. 6.5.6.5.1.Flowers. 6.5.6.5.2.Fruits. - 45 -
  46. 46. 6.5.6.5.3.Cigarettes. 6.5.6.5.4.Post cards.7. Coordinate room movements. 7.1. Check the arrival list of the day. 7.2. Note any modification or new information for the day such as: 7.2.1.Any request from guest: 7.2.1.1.Room change scheduled for the day. 7.2.2.Expected arrival of joiners (wife, other family members...). 7.2.3.Guest’s request for sending all his messages and fax to his room immediately. 7.2.4.If there is any VIP guest arriving today: 7.2.4.1.Necessary amenities. 7.2.4.2.Room number. 7.2.4.3.Expected time of arrival. 7.2.4.4.Any special request. 7.3. Write on the reception’s diary any information for future follow up such as: 7.3.1.A guest is due to change rate or room on a certain day. 7.3.2.A guest’s wife or joiner is expected to join-in on a certain date. 7.3.3.Any guest’s request and complaints or extraordinary request and solutions.8. Handle messages 8.1. If you have to take a message for someone not available: I am sorry, Mr. X will be back in a few minutes. May I take a message? 8.2. Ask and write down the following information: 8.2.1.Name of the person. 8.2.2.Department/Company name. 8.2.3.Telephone number. 8.2.4.The message. 8.3. Repeat the message for accuracy. 8.4. Thank the person: Thank you Madam/Sir, good bye. 8.5. Complete your message by writing down: 8.5.1.Your name. 8.5.2.Date and time. 8.6. Ask the bellboy to deliver the message to the guest’s room. - 46 -
  47. 47. 8.7. If the telephone is equipped with message lights, activate the corresponding light immediately after taking the message. 8.8. If the message contains obviously important news, do not send it to the guest’s room, but inform the designated superior.9. Handle mail and packages. 9.1. Handle incoming mail. 9.2. Find out if the guest is registered 9.2.1.Check the in-house guest list or the data from the computer. 9.2.2.For registered guest. 9.2.2.1.Mark the guestroom number on the envelope received. 9.2.2.2.Ask the bellboy to bring the mail or package to the guestroom. 9.2.2.3.If the guest is not inside the room, the bellboy must let a message notification form to let the guest know that he has to go to the front office to collect his mail. 9.2.2.4.If the telephone is equipped with message lights, activate the corresponding light immediately after receiving the mail. 9.2.3.For guest with future reservation. 9.2.3.1.Mark down the arrival date of the guest on the envelope. 9.2.3.2.Pass the mail to the Reservation Section to attach it to the reservation correspondence of the guest. 9.2.3.3.Place the envelope in a safe drawer, awaiting the guest’s pick up. 9.2.3.4.Before the guest’s arrival date, attach a reminder message to the guest registration card. 9.2.3.5.Upon the guest arrival deliver the envelope to the guest. 9.2.4.For guest who have already checked out. 9.2.4.1.If the forwarding address is known, mail the letter. 9.2.4.2.If the phone number is available and if it is possible, call and inform the guest that an envelope has been sent to the hotel. 9.2.4.3.Ask him what he prefers to be done with the mail or package. 9.2.5.For hotel executives. Ask the bellboy to deliver the envelope to the executive concerned. 9.3. Record message notification form for mail and packages. 9.3.1.Write date and time. 9.3.2.Write guest’s name and room number. 9.3.3.Write your initial. 9.3.4.Indicate where the mail or package is being kept. - 47 -
  48. 48. 9.4. Handle special delivery. 9.4.1.Phone guest’s room to notify him or her about the receipt. 9.4.2.If no response, put a reminder in the room. 9.5. The procedure is almost the same for the incoming faxes and emails. 9.6. Collect the outgoing mail and packages of the guest. 9.6.1.Collect the guest outgoing mails. 9.6.2.Check if there is a stamp put on the mails. 9.6.3.Deliver the mails to the postman for posting.10. Answer telephone. 10.1.Answer calls promptly after the second ring. Pen and paper in your hand. 10.2.Lift the receiver only when ready to talk. 10.3.Answer the call as per standards: 10.3.1.Greeting. Good morning/afternoon/evening. 10.3.2.Identify your department. 10.3.3.Identify yourself and then say: May I help you? 10.4.Use the voice with a smile. 10.5.If you wish the caller to identify himself ask politely: May I know who is calling please? Or May I tell him who is calling please? (If the call is for somebody else). 10.6.If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, please dial again. 10.7.Speak distinctly and clearly. 10.8.Listen carefully. 10.9.During a extended narration by the caller, indicate your presence on the line by saying: Of course. Yes, I understand. Certainly Madam/Sir. 10.10.If you answer a call for someone not available: - 48 -
  49. 49. I am sorry, Mr. X will be back in a few minutes. May I take a message? 10.11.Ask and write down the following information: 10.11.1.Name of caller. 10.11.2.Department/Company name. 10.11.3.Telephone number. 10.11.4.The message. 10.12.Repeat the message for accuracy. 10.13.Thank the caller: Thank you for calling, good bye. 10.14.Wait for the caller to replace the phone before you do. 10.15.Complete your message by writing down: 10.15.1.Your name. 10.15.2.Date and time of call.11. Verify all charges.Before filing the orders, check on the computer if the order has been charged to the correct room numberand with the correct amount.12. Communicate with all the departments of the hotel. 12.1.F&B. 12.1.1.Communicate the daily number of in-house guest. 12.1.2.Communicate any special request made by guest. 12.1.3.Receive the menu, prices and any special dish from the restaurant. 12.2.Laundry. 12.2.1.Check any request for laundry services from guest. 12.2.2.Communicate the number of blocked rooms. 12.2.3.Relay information for re pick-up or delivery of the laundry items. 12.3.Housekeeping. 12.3.1.Communicate the arrival list to help them to schedule the daily operation. 12.3.2.Notify any early check-in or late checkout. 12.3.3.Notify the VIP room. 12.4.Maintenance. 12.4.1.Relay information any kind of repair needed in the guestroom. 12.4.2.The maintenance must communicate to the front office any problems in the guestroom. - 49 -
  50. 50. 13. Control and inventory of the room keys. 13.1.Check with the arrival list that the necessary keys are in the key box. 13.2.Control if the keys for the check out guestrooms are in the key box.14. Take room reservation. 14.1.For walk-in guest: 14.1.1.Greet the guest. 14.1.2.If rooms are available. 14.1.2.1.Mention positive features of room by saying: Yes, Sir we have a lovely room for you. 14.1.2.2.Demonstrate professional and polite attitude towards the guest. 14.1.2.3.Remember the following: 14.1.2.3.1.If the walk-in guest looks suspicious refer to the superior before informing the guest about our room situation. 14.1.2.3.2.Give first priority to the return guest. 14.1.3.If rooms are not available. 14.1.3.1.Apologize to guest by saying: I am sorry, we are booked for this evening. 14.1.3.2.Offer an alternative, be sure to offer hotels with the same standards as ours: May I call another hotel for you? 14.1.3.3.Call up to hotel 14.1.3.4.If the guest will have a longer stay, says: We could reserve a room for you by (tomorrow, two days after) Would that be convenient for you? 14.1.3.5.If the guest says yes, block the room for him. Then say: For your convenience, our hotel car will take you to __ Hotel and bring you back to our hotel (tomorrow/two days after). 14.2.By phone. 14.2.1.Greet the guest. Good morning/ afternoon/evening. 14.2.2.Identify your department. Reservation department. 14.2.3.Offer services: May I help you? - 50 -
  51. 51. 14.2.4.Clarify arrival and departure dates by saying: Yes sir, you would like a room on … and stay for … nights. 14.2.5.Check room availability. Let me check room availability for your, Sir/Madam. I would like to offer you a very nice deluxe room at… Will it be all right for you? 14.2.6.Re confirmation on Room type and rate. So, you will book a … room at … plus… 14.2.7.Ask the name and the number of expected guests: May I have your name, please? How many people would stay with you? 14.2.8.Ask for caller name and phone number. 14.2.9.Clarify details upon guest request for written confirmation. May I know to whom I will send the reconfirmation, Mr./Ms…? 14.2.10.Ask the guest for the expected time of arrival. 14.2.11.Offer transportation arrangement if possible. By the way could you please tell me what time the guest is expected to arrive? Would you like us to arrange the transportation to pick the guest up? The transportation fee is…? 14.2.12.Note down special request to follow up upon guest arrival. Is there any thing else we need to note regarding your booking, Mr./Ms. __? 14.2.13.Repeat the details for accuracy. May I confirm your booking again, Mr./Ms. __? 14.2.14.Thank the guest and close the booking by using any of the following phrases: We will be happy to see you on (date of arrival). Is there anything else I can do for you, Mr./Ms. __? Thank you for calling and I hope you will have a pleasant stay in our hotel? Have a nice day, Mr./Ms…Goodbye.15. Handle reports. 15.1.Run following reports. 15.1.1.Daily Four-day Forecast. Check the expected arrival for the next four days in the computer. 15.1.2.Four-Month Forecast Report. - 51 -
  52. 52. Check in the computer the expected arrival for the next four months. 15.2.Balance daily work. 15.2.1.In-house guests list. Check the number of guest check-in in the computer. 15.2.2.Shift report. At the end of the shift, report any necessary information for the next shift, for example the number of guests who have not yet checked in or checked out. 15.3.The receptionist can be asked to help the reservation to make reports for them such as the Four- Month Room Occupancy Forecast.16. Handle lost and found. 16.1.Classification of lost and found items: 16.1.1.Perishable. Food and beverage items. 16.1.2.Non-valuable. Items such as clothes, shoes, bags, umbrellas and the like. 16.1.3.Valuable. Items such as money, jewelry, camera… 16.2.Found articles.All articles found anywhere on the hotel premises are to be returned immediately to the housekeepingoffice. 16.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will be entered in this ledger with the following date. 16.2.1.1.Date. 16.2.1.2.Room or location. 16.2.1.3.Description of the article. 16.2.1.4.Article number. 16.2.1.5.Name of finder. 16.2.1.6.Disposition and date. 16.2.2.If a guest claims an article he must sign a receipt with his identification details. 16.2.3.If a guest requests an article to be returned by mail, list when, where and how the item will be sent after proper identification. 16.2.4.Any valuables found in unoccupied room have to be checked by the supervisor. The guest will be advised about the incident so he could collect the item. 16.3.Lost items. - 52 -
  53. 53. It is the duty of all attendants to protect the property of the hotel. 16.4.Inform immediately if you found broken or damaged property, by notifying your direct superior.17. Handle room amendments. 17.1.Handle guest request for amendment. 17.1.1.Check and find out the exact number of guest reservation from the computer or from the files of correspondences received. 17.1.2.Identify who makes the call to amend the booking. 17.1.3.Listen carefully to the amendment details as advised by the guest. 17.1.4.Check the room availability to see if request could be accommodated. If not, offer alternatives. 17.1.5.Sell the hotel products and services. 17.1.6.Conform with the guest if the final solution is satisfactory. 17.1.7.Repeat the amendment details for accuracy. 17.1.8.Keep track of every details to amend the booking accordingly in the computer and in the correspondences. 17.2.Handle guest cancellation. 17.2.1.Check and find out the exact details of guest reservation from the computer or from the files of correspondences received. 17.2.2.Identify who makes the call to cancel the booking. 17.2.3.Listen carefully to why the guest is canceling the booking. 17.2.4.Offer alternatives dates for the booking. 17.2.5.Thank the guest for calling and end the conversation on a positive note. 17.2.6.Keep track of every details to cancel booking accordingly in the computer and correspondences. 17.2.7.File the cancellation correspondences for follow up of possibilities for future bookings. 17.3.Report to the superior all cancellation or amendment to control occupancy effectively. - 53 -
  54. 54. On-the Job Training Record: Department: Room Division. Job Title: Receptionist Name of employee: Date of Perf. Signature Skills, knowledge and tasks. OJT Grade Trainee Trainer1. Welcome and greet the guest.2. Determine and meet the needs of the guest. 2.1. Handle guest requests. 2.2. Handle wake up call. 2.3. Handle guest complaints.3. Check arrival list and profiles.4. Sell room effectively.5. Check in the guest. 5.1. FIT guest. 5.2. Group.6. Post all charges.7. Coordinate all room movements.8. Handle message.9. Handle mail and packages. 9.1. Incoming mails. 9.2. Special delivery. 9.3. Faxes and emails. 9.4. Outgoing mails and packages.10. Answer the phone.11. Verify all charges.12. Communicate with all departments of the hotel.13. Control and inventory the room keys.14. Take room reservation. 14.1.Walk-in guest. 14.2.By phone.15. Handle reports.16. Handle lost and found. 16.1.Found articles. 16.2.Lost items.17. Handle room amendments and cancellations. 17.1.Amendments. 17.2.Cancellations. Remarks: Performance Grading: A- Good. B- Satisfactory. C- Needs Improvement. - 54 -
  55. 55. Front Office Cashier Reports to: Assistant Front Office Manager. Subordinates: None.Job summary:He checks the guests out of the hotels.Duties:- Operate electronic cash register.- Know cash handling procedures.- Complete guest check-in procedures.- Handle safe deposit boxes in accordance to the procedures.- Maintain the safe deposit.- Change currency by the daily rates, decided by accounting.- Balance the cash, traveler’s checks, currency, credit cards received and hand them to the accounting department.- Verify the transfer of guest balance from other departments like the restaurant.- Prepare the bill for the guests.- Make reports to the accounting department.- Verify if all the expenses have been charged on the bills of the guest and their amount.- Handle payments.- Complete guest checkout procedures.- Settle guest account.- Prepare the records upon checkout and in.- Prepare change request.- Perform other duties as maybe assigned. - 55 -
  56. 56. Task List for front office cashier:1. Collect cash float.2. Welcome the guest.3. Answer the phone.4. Handle request.5. Handle guest check in.6. Handle safety deposit boxes.7. Post all charges and verify the balance.8. Change foreign currency.9. Handle guest check out.10. Handle cash payments.11. Prepare reports.12. Handle lost and found. - 56 -
  57. 57. Procedures for front office cashier:1. Collect cash float. Collect floats from account, count the amount and place the float in the float box.2. Welcome the guests 2.1. When meeting a guest, smile and establish direct eye contact. 2.2. Use appropriates greeting. Good Morning/Afternoon/Evening. 2.3. Use the name of the guest, if known. 2.4. If not use: Sir or Madam. 2.5. Show an interest in the guest: How are you today? Did you sleep well? Did you enjoy your day? 2.6. Ask the guest what he wants: May I help you? 2.7. Thank guest and give closing comment by saying: Thank you for coming, have a good day/ afternoon/ night.3. Answer the phone. 3.1. Answer call promptly after the second ring. Pen and paper in your hand. 3.2. Lift the receiver only when ready to talk. 3.3. Answer the call as per standards: 3.3.1.Greeting. Good morning/afternoon/evening. 3.3.2.Identify your department. 3.3.3.Identify yourself and then say. May I help you? 3.4. Use the voice with a smile. 3.5. If you wish the caller to identify himself ask politely: May I know who is calling please? Or May I tell him who is calling please? (If the call is for somebody else). 3.6. If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, - 57 -
  58. 58. Please dial again. 3.7. Speak distinctly and clearly. 3.8. Listen carefully. 3.9. During a extended narration by the caller, indicate your presence on the line: Of course. Yes, I understand. Certainly Madam/Sir. 3.10.If you answer a call for someone not available: I am sorry, Mr. X will be back in few minutes. May I take a message? 3.11.Ask and write down the following information: 3.11.1.Name of caller. 3.11.2.Department/Company name. 3.11.3.Telephone number. 3.11.4.The message. 3.12.Repeat the message for accuracy. 3.13.Thank the caller: Thank you for calling, good bye. 3.14.Wait for the caller to replace the phone before you do. 3.15.Complete your message by writing down: 3.15.1.Your name. 3.15.2.Date and time of call.4. Handle request. 4.1. Listen to get the facts. 4.2. Probe into the needs of guest by asking questions to clarify his request. 4.3. Explain what you can do or offer alternative. 4.4. Confirm with the guest that this is satisfactory. 4.5. Use positive words like: Certainly, I will be happy/glad to… 4.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 4.7. Follow up. 4.8. Give information to the guest. 4.8.1.Provide directions to the guest when asked. 4.8.2.Be sure that you are given the correct information. - 58 -
  59. 59. 4.9. If you don’t have the right information say: May I check the information for you? 4.10.If you are on the phone : 4.10.1.hold the line and thank him for waiting once you get back to the caller. 4.10.2.For information that will take time to secure, say: May I call you back, Mr./Mrs., as soon as I have the information. 4.10.3.Call him back and give the information.5. Handle guest check in. 5.1. Opening folio. 5.1.1.When a new guest arrives begin a new folio, even if he is occupying a room vacated earlier. 5.1.2.Type and record in the computer the following information: 5.1.2.1.Name of the guest. 5.1.2.2.Address. 5.1.2.3.Room number. 5.1.2.4.Date of arrival. 5.1.2.5.Rate and number of persons. 5.1.3.Enter the room number and the opening balance to open the folio. In the computer that will be zero unless a deposit has been paid. 5.1.4.Post the first charge, which is usually the room rate. 5.1.5.Enter in the voucher the other charges. 5.1.6.Do all posting in the same way. 5.1.7.Enter the room number. 5.1.8.Enter the charge on the computer. 5.1.9.The computer calculates a new balance. 5.1.10.Enter he room charge as the account is opened and add any other charges as other vouchers come trough. 5.1.11.For business travelers or groups you will be requested to open split folios. 5.1.11.1.Separate the charges of the guest into two or more folios. 5.1.11.2.In cases of billing to the guest’s company, set up one folio for the room and tax charges. 5.1.11.3.Set up another folio to track incidental charges, such as telephone calls, food and beverages, which are paid directly by the guest as per instructions in the booking. - 59 -
  60. 60. 5.1.11.4.For a group, the charges incurred as a whole are normally posted to the master account folio for billing to the agent. 5.1.11.5.All other charges are the responsibility of the individual members of the group and are posted to their folio accounts. 5.2. Maintaining folio. 5.2.1.Enter all the charges as they come through. It keeps the bill and tab up-to-date. It is essential that this is done systematically. 5.2.2.Enter any credits or allowances when they arise. This allows you to make any necessary adjustments. 5.2.3.All bill entries are simultaneously recorded in the computer’s memory. All additions and subtractions are handled automatically. Bill and ledger totals have to reconcile, since it is still possible to enter a charge incorrectly. 5.2.4.The folios are kept in chronological room number order.6. Handle safety deposit boxes.Safety boxes are available to all in-house guests at no charge.7. Post all charges and verify the balance. 7.1. Receive the vouchers made and signed by the guest. 7.2. Check the name and room number of the guest. 7.3. Open the account on the computer. 7.4. Charge the service on the account. 7.5. Charge orders coming from: 7.5.1.Concierge: 7.5.1.1.Car transportation. 7.5.1.2.Motorbike or bicycle rental. 7.5.2.F&B (the system of billing for the restaurant is connected with the front office, so the bill is directly posted in the guest account. The cashier collects the printed bills and vouchers for control. 7.5.2.1.Consumption in the restaurant. 7.5.2.2.Consumption in the bar. 7.5.3.Laundry. 7.5.3.1.Dry clean, pressing and laundry. 7.5.3.2.Repairs. 7.5.4.Housekeeping. 7.5.4.1.Consumption of the mini bar. - 60 -
  61. 61. 7.5.5.Health club. 7.5.5.1.Massage. 7.5.6.Front office. 7.5.6.1.Excursion. 7.5.6.2.Faxes sent. 7.5.6.3.Use of Internet. 7.5.6.4.Telephone. 7.5.6.4.1.Print the daily call lists. 7.5.6.4.2.Check the guest calls. 7.5.6.4.3.Check the cost of the calls. 7.5.6.4.4.Charge into the account. 7.5.6.5.Any special arrangements. 7.5.6.5.1.Flowers. 7.5.6.5.2.Fruits. 7.5.6.5.3.Cigarettes. 7.5.6.5.4.Post cards. 7.6. After posting the charges, check that the balance of the account is correct. 7.7. Fill up all the orders in the guest folio as justification and for necessary record for the night auditor’s control.8. Change foreign currency. 8.1. Change all the necessary currency, like US dollars, Euro, liver sterling, yen… 8.2. The currencies are changed without commission. 8.3. Every morning the bank sends a fax to the hotel to communicate the rates of the day. 8.4. Insert the modifications of rates in the computer. 8.5. Ask the guest which money he wants to change. 8.6. Ask the guest the amount he wants to change. 8.7. When giving the money to the guest, check the amount with him. - 61 -
  62. 62. 9. Handle guest check out. Greet and offer help: Good morning Sir/Madam. May I help you? As the guest indicates check out, ask room number and key: May I have your room number and your key, please? Check if the guest has any message or fax. Yes No Give it to the guest and delete the comment field from the computer. Inform housekeeping and other concerned departments. Ask the guest if he consumed anything from the mini bar, restaurant or our facilities a few minutes before check out: Have you taken anything from the mini bar or used our services ? Yes No Post in the computer Check the method of payment in the computer. Print out guest folio and present to the guest. Ask the guest to check and sign: Sir/Madam, here is your bill for your verification. We also need your signature. Confirm the method of payment in the computer: Would you like to use the same mode of payment as before? Input into guest folio and balance the account. Give the bill to the guest and ask for the next booking. Here is your bill Mr./Ms., Would you like to make the reservation for your next stay? - 62 -
  63. 63. Thank the guest and farewell: Thank you for staying with us. We hope to welcome you againWith the procedures discussed in the previous schematic diagram, it is important to specify some details: 9.1. Checkout FIT or walk-in guest. 9.1.1.Prepare the guest’s bill in advance if requested. 9.1.2.If you are unable to attend to a guest immediately, acknowledge him or her by making eye contact and smiling. 9.1.3.Ask the guest his/her room number and check his/her name. 9.1.4.Inquire if the stay with the hotel was to their satisfaction. If not, take acts or call a supervisor if necessary. 9.1.5.Ask the guests if they have had their luggage brought down and ask for the room key. 9.1.6.Settle guest account balances. 9.1.7.Turn the bill so that it is facing the guest when you present it. 9.1.8.If the guest requests any explanations, provide further details clearly and with receipts if necessary. Call for a supervisor if necessary. 9.1.9.Confirm the method of payment and use it. 9.1.10.Hand over the bill together with the guest’s credit card if used. 9.1.11.Provide a second copy of the bill if the guest asks for one. 9.1.12.Thank the guest for staying at the Victoria Hotel and wish him/her a pleasant journey using his/her name if known: Thank you for staying with us Mr./Mrs. I hope we will have the pleasure of seeing you again soon at the Victoria Hotel. 9.1.13.For early morning checkout, occasional or regular, arrange with the restaurant for complimentary coffee/tea. 9.1.14.Upon settlement of the guest’s account, change the guest’s room status to “on change” and notify the housekeeping department of the departure. 9.1.15.Before the guest leaves the front office, check for any messages or mail awaiting guest pick- up. 9.1.16.Communicate status information in an accurate way to maximize room sales. 9.2. Checkout a group. 9.2.1.Ensure that all luggage is identified before loading it into the bus. 9.2.2.If there is any disagreement over the payment of extras, the matter must be settled through the tour leader. - 63 -

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