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Arrival & pre - arrival front office

The document discusses pre-arrival and arrival procedures for hotel guests. It outlines steps for pre-arrival of individual guests, groups, and VIPs, including confirming reservations, noting special requests, and preparing rooms. Upon arrival, guests are greeted, registered with the hotel, assigned rooms, and helped with luggage to give a positive first impression.

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PRE-ARRIVAL AND ARRIVAL
SUNDE DEEP COLLEGE OF HOTEL MANAGEMENT FRONT OFFICE BHMCT SEM-2nd MADE BY MR . ZAID&KADAR MOHIT &PRIYANSHU
PRE ARRIVAL
PRE ARRIVAL GUEST • The guest chooses a hotel during this stage. The guest’s choice can be affected by many factors including previous experiences with the hotel, advertisements and recommendations from the travel agents, friends or business associates. • This decision may also be influenced by the ease of making reservations and how the reservation agent describes the hotel and its facilities, room rates and amenities. The attitude, efficiency of the front office staff may influence a caller’s decision to stay at a particular hotel. A reservation agent must be able to respond quickly and accurately to requests for future accommodation.
PRE ARRIVAL PROCEDURE FOR GROUPS
PRE ARRIVAL PROCEDURE FOR GROUPS  Look all arrivals guest profiles, history and special remarks if any.  Make note of all relevant guest requirements and special needs.  Ascertain arrival and departure time of Group.  Check all group reservation for Room rate, Meal Packages attached and make sure the instructions are according to the group contract.  Print the rooming list sent by the Travel agent / Company and cross check the number of persons occupying a room is correct.  Cross check the billing instructions on PMS for all group rooms and Group payment master.
Take note on Room allocation, Special needs, wedding anniversaries, birthdays etc. Look for Extra bed and baby cot requirement and send notification via message or email to the housekeeping department. Always ensure that housekeeping / Room service / Engineering is aware of any special needs for this group. Call up the group coordinator and reconfirm the arrival time of the group. Communicate all VIP/Suite room allocations with Guest services. Give requisition form to Room service for group welcome drinks and cold towel.
PRE ARRIVAL PROCEDURE FOR VIP’S
PRE ARRIVAL PROCEDURE FOR VIP’S • A VIP status is often approved by the General Manager, Room director/Director of operations, or Director of sales as VIP guest are pre-registered and it is also important as credit limit depends on the VIP status. • Sales team should be informed about VIP reservation well in advance, this lead to blocking of the appropriate room and also should be notified same to the other department. • During reservation an appropriate VIP code is to be attached to the VIP reservation on the PMS(Property Management System).
 Tagging of VIP code to the reservation helps other department to easily identify the VIP status of the guest and do the required preparations.  VIP status is normally printed on reports and in this new age of Hotel management’s software also give pop-up to users whenever they try to access the guest reservation.  After blocking the room for the VIP guest, Front office department should send the requisition form to Housekeeping and room service in advance so they can do the required arrangements.  Housekeeping department put a priority on VIP arrivals and return those rooms to Front office as soon as possible.
 Executive housekeeper/Asst. Executive housekeeper should verify the rooms before releasing the same to Front desk for check-in.
ARRIVAL GUESTS
ARRIVAL GUESTS Guests have their first face to face interaction with the hotel staff on their arrival at the hotel. This is a very critical stage as guests from an opinion about the standards and service that the hotel can provide to them. During this phase, guests are greeted by the front desk staff and the registration process begins. Once the guest has registered with the hotel , she is assigned a room at the negotiated room rate. The guest is then shown to her room and her luggage is brought to the room by the bell desk.
Thus the function of the front office on the arrival of a guest include; Reception and welcome of the guest Registration of the guest Room rate and room assignment to the guest Handing over the room key to the guest Luggage handling of the guest by bell desk
Arrival & pre - arrival front office