Downloaded 41 times
More Related Content
Similar to Chapter 05 Managing Front Office Operations HOT 333
Chapter 05 Managing Front Office Operations HOT 333
- 1. Managing Front Office SQA IHOT 333
- 2. Registration The Registration Process CreativeRegistration Options Selling the Guestroom Denying Accommodations
- 3. The Registration Process Preregistrationactivities Creating registration record Assigning guestroom & room rate Establishing guest’s method of payment Verifying guest’s identity Issuing room key or access code Responding to special requests
- 4. Preregistration Activities Activities occurbefore guest arrival Help to accelerate registration process PMS reformat data in reservation record into registration Preregistered guests need only verify & sign on registration form or card Helps managers plan for special requirements of guests Guests & groups are checked in at concierge or area apart from front desk Hotels limit preregistration services to VIP guests or groups
- 5. Creating the RegistrationRecord After guest arrival agent verifies record or creates containing guest information Facilitate registration process Requires to enter or verify name, address, telephone number, e-mail address, company & other There is always space for guest’s signature on registration record Require to indicate payment mode Guest pays or intends to pay with cash, guest will probably have no-post status for revenue centers Guest’s departure date should be established or confirmed, as well as room rate At check-out, information on registration record may be used as primary source for creating guest history
- 6. Assigning the Guestroom& Room Rate Involves identifying & allocating available room in specific category On basis of reservation information rooms & rates may be pre-assigned Agents should know room types, rates, occupancy, furnishings, location, amenities etc. Room status descriptions: occupied, vacant, on-change, & out-of-order Room rate is price hotel charges for overnight accommodations Standard or non-discounted rate for room is called “rack rate” Rates are typically confirmed as part of reservation process Special rates may include: corporate, complimentary, group, family, day, package- plan, etc. Rates may include dining room plan: American Plan, Modified American Plan, All Inclusive, or European Plan
- 7. Establishing Method ofPayment Guests may pay via Cash Personal check Payment card Direct billing Special promotional items (vouchers, gift cards, etc.)
- 8. Paying by Cash Guestsprefer to pay their charges during registration using cash Guests who pay cash are typically not extended in-house credit Usually put on PIA (paid-in- advance) & not authorized to charge to their room account PIA lists are created automatically by front office system; will not allow outlet employees to post charges Hotels consider cashier’s checks, traveler’s checks, & money orders equivalent to cash Require proper guest identification when accepting such forms of payment & treat such transactions as cash payments
- 9. Paying by PersonalCheck Hotels allow guests to pay by using personal checks Hotels allow guests to cash personal subject to payment card on file provides check- cashing guarantee Hotels accept personal checks only during standard banking hours Hotels allow guests to write personal checks only for total amount of room rate & taxes Hotels accept personal checks require proper identification Hotels should only accept personal checks written on current day Personal checks should be made payable to hotel Hotels should not accept second- or third-party checks Hotels use system capable of providing immediate payment of check via electronic transfer
- 10. Paying Using aPayment Card Payment cards include credit & debit cards, contact & contactless cards Bank payment cards convey line of credit & installment payment plan to cardholders Payment card purchases may be rejected if account is over pre- approved limit Debit card is attached to current or savings account, charge is incurred amount is immediately deducted Debit card purchases can be rejected if there are insufficient funds Always check expiration date & refuse to accept Once card is swiped or tapped, verification service will issue authorization or denial code Card appears to be invalid, should ask for alternate form of payment Companies may assign floor limit—maximum amount of charges hotel can accept without requesting authorization Hotels reserve specified amount of credit in guest’s card to ensure payment Agents must be diplomatic when guests have been denied credit by their card companies
- 11. Direct Billing Hotels agreeto send bill to guest or guest’s company after departure Arrangements are usually established prior to guest’s arrival Authorized from company asked to complete hotel’s application for credit Front office manager normally reviews these credit applications List of approved DB accounts usually maintained at front desk At check-out, guest who has DB arrangements simply signs folio after reviewing, statement is mailed after DB arrangement, hotel assumes responsibility for account collections
- 12. Special Promotions During registration,guests may present vouchers, coupons, gift certificates, gift cards, or special incentive awards as payment or partial payment Agents must know how to handle special promotion items Front Office maintain set of samples of all acceptable vouchers, coupons, gift cards, certificates, & so Training sessions should cover special promotion items & how to handle
- 13. Payment Issues forGroups Groups differ in billing arrangements they make for their members In some cases, room & tax charges are DB to group master folio or account, with members responsible for incidental In some cases, group may pay for all charges made by its members In some cases, group may pay for all charges only for VIP guests or invited speakers
- 14. Verifying the Guest’sIdentity Since terrorist attacks of 9/11, verifying identity of guests has become common practice at nearly all hotels Front desk agents commonly ask for photo identification (driver’s license, passport) when completing registration process International guests will typically need to present passport
- 15. Issuing Room Keyor Access Code Registration process is completed when agent issues room key to guest For security , room keys must be carefully controlled Agents never announce room number when presenting key; room numbers can be written or pointed out on hotel map Hotel provides bell service, offered assistance from bell attendant Bell attendant assists guest, attendant is handed room key & escorts to room, handling luggage & explaining features Once inside room, attendant explain features of room, answer any questions, give room key to guest If guest does not like room, attendant can listen carefully & bring matter to attention of agent for corrective action
- 16. Responding to SpecialRequests Part of registration process involves acknowledging & acting on special requests Special requests include: type, location, view, bed type, smoking/non-smoking status, amenities, special furnishings for disabled guests, high-speed Internet access, entertainment systems Agent should follow up on each request to make sure it has been fulfilled
- 17. Creative Registration Options Eliminatingfront desk Registering group guests at special location Creating unique, separate registration area for VIP guests Combining hotel registration & meeting registration in separate area for arriving group members Registering guests off-site Temporary luggage storage
- 18. Self Registration Terminals maybe located on or off hotel grounds Performed through mobile device or property website Significantly reduce guest registration time Generally must have a reservation led to creation of record May need to enter reservation confirmation number or swipe/tap payment card or guest-loyalty-program card Terminals typically connect to PMS enabling automatic room & rate assignment; some dispense guestroom keys
- 19. Selling the Guestroom Upselling:efforts of reservations & front desk agents to offer guests opportunity to reserve rooms in categories above standard rate accommodations Staff must be trained to be salespeople, not just order-takers Reservations & front office staff should learn to effectively suggest room upgrade options Hotels offer incentive programs to staff for upselling guestrooms
- 20. Denying Accommodations Hotel isobligated to accommodate guests if rooms are available; unlawful discrimination is prohibited Walk-in guests: hotels have no obligation to accommodate without reservation when no rooms are available Non-guaranteed reservations: if guests arrive past hotel’s reservation cancellation hour, room may not be available, because hotel is not obligated to hold reservation Guaranteed reservations: if reservations are carefully handled & sound forecasting procedures are followed, hotel should not have to deny accommodations to these guests; it is serious matter to turn away guest with guaranteed reservation
- 21.