The document discusses the front office department of a hotel. It describes the front office as the hub, nerve center, and focal point of activity in a hotel. It then provides details on the functions of the front office including guest services, guest accounting, and coordinating other hotel departments. It outlines the guest cycle from pre-arrival to departure and the front office's role at each stage. It also discusses front office personnel roles like the front desk agent, reservation agent, and cashier. Finally, it covers front office systems and preparing for guest arrivals and check-in processes."
A PowerPoint presentation for the students of second semester in Hospitality Management colleges.
The presentation contains lot of images and graphics for ease of understanding; and text has been minimised so as to reduce the sleeping effect, which prolonged reading has on the current generation of learners.
A PowerPoint presentation for the students of second semester in Hospitality Management colleges.
The presentation contains lot of images and graphics for ease of understanding; and text has been minimised so as to reduce the sleeping effect, which prolonged reading has on the current generation of learners.
a presentation to explain the term room tariff, the basis of charging tariff, factors that make the rate go up or down. Also, the importance of tariff in success of a hotel in financial terms. Revenue management introduction.
PPT for students of 2nd semester of hotel management, it gives a brief but adequate understanding of the concepts related to Guest Cycle in modern hotels.
Check out in hotels is not just a set of tasks to be mechanically executed by a robotic front office staff. The Goodwill of the hotel rests so much upon this last stage of guest cycle that the students of hospitality must not learn this topic as just any other topic.
Modes of Payment in Hotel
Credit card :-
Debit card :-
Travelers cheque :-
Personal cheque :-
Company Accounts :-
Possibilities include credit cards, direct billing (bill - to - account), cash or personal check, traveler's checks, or debit cards. During checkout, the guest confirms the method of payment. Today's business and pleasure travelers usually pay with a credit card.
Payment method types
Credit Cards. As a global payment solution, credit cards are the most common way for customers to pay online. ...
Mobile Payments. ...
Bank Transfers. ...
Ewallets. ...
Prepaid Cards. ...
Direct Deposit. ...
Cash.
a presentation to explain the term room tariff, the basis of charging tariff, factors that make the rate go up or down. Also, the importance of tariff in success of a hotel in financial terms. Revenue management introduction.
PPT for students of 2nd semester of hotel management, it gives a brief but adequate understanding of the concepts related to Guest Cycle in modern hotels.
Check out in hotels is not just a set of tasks to be mechanically executed by a robotic front office staff. The Goodwill of the hotel rests so much upon this last stage of guest cycle that the students of hospitality must not learn this topic as just any other topic.
Modes of Payment in Hotel
Credit card :-
Debit card :-
Travelers cheque :-
Personal cheque :-
Company Accounts :-
Possibilities include credit cards, direct billing (bill - to - account), cash or personal check, traveler's checks, or debit cards. During checkout, the guest confirms the method of payment. Today's business and pleasure travelers usually pay with a credit card.
Payment method types
Credit Cards. As a global payment solution, credit cards are the most common way for customers to pay online. ...
Mobile Payments. ...
Bank Transfers. ...
Ewallets. ...
Prepaid Cards. ...
Direct Deposit. ...
Cash.
Front office department of a hotel - It is the face of the hotel, the voice of a business.
It works 365 days, 24x7. The front office communicate and coordinate with all other departments of the hotel as well as external sources, running its operations day to operations smoothly to make the guest stay more comfortable through providing personalized, consistent standard services as per management policy
Sections & Layout of FO, Organizational chart of FO (Small, Medium & Large Hotels), Duties & Responsibilities, Attributes, Co-ordination with other departments, Equipment's used (Manual & Automated)
Front Office Hierarchy
Sub-departments of Front Office
Front Office Organizational Structure
Reservations
Front Desk
Bell Desk
Telephone Operator
Business Center
Concierge
Travel Desk
Guest Relation
Retail Stores
Qualities of Front Office staff
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
As a business owner in Delaware, staying on top of your tax obligations is paramount, especially with the annual deadline for Delaware Franchise Tax looming on March 1. One such obligation is the annual Delaware Franchise Tax, which serves as a crucial requirement for maintaining your company’s legal standing within the state. While the prospect of handling tax matters may seem daunting, rest assured that the process can be straightforward with the right guidance. In this comprehensive guide, we’ll walk you through the steps of filing your Delaware Franchise Tax and provide insights to help you navigate the process effectively.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
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Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
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Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Accpac to QuickBooks Conversion Navigating the Transition with Online Account...PaulBryant58
This article provides a comprehensive guide on how to
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Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
1. Front office:
Hub of the hotel
Nerve center of the hotel
Focal point of activity
Brain of the hotel
2. Front office
Front office is the main control centre of all guest
services, and also coordinates the back office functions
with these services.
serves as a main channel of two way communications
i.e. from hotel to guest and guest to hotel.
3. Front office
Front office is the name given to all the
offices situated in the front of the
house
Is a department where the guest is
received, provided information,
checked-in, his luggage is handled, his
accounts are settled at departure, and
his problems, complaints and
suggestions are looked after
4. Guests use the front desk
To exchange currency,
To find information,
or request other special
assistance.
5. I. Main functions of the front
office department
1. Guest Cycle
• Pre arrival
Arrival
Occupancy
Departure
7. Guest cycle Front office function
Guest services Guest
accounting
Pre-arrival Reservation Establishment of
credits
Arrival Registration Charge posting
Occupancy Occupancy
services
Night audit
Departure Check-out and
history
Settlement
8. 2. Guest Services
a. Maintain accurate room status information
b. Process future room reservations, when there
is no reservation department or when the
reservation department is closed.
c. Coordinate guest services.
d. Provide information about the hotel, the
surrounding community, and any attractions or
events of interest to guests.
9. 3. Guest Accounting:
Establishment of credit
Charge posting
Night audit and settlement
Monitor credit limits
Produce guest account statements and
complete proper financial settlement.
10. The Front office staff must have
the following essential attributes
1.Personal cleanliness
Fingernails should be clean, manicured
and cut short
Men should be shaved and should emit no
body odor.
Hair should be clean and neatly
combed/arranged
11. Attributes…
2. Little or no make-up.
3. Careful use of lipsticks.
4. No necklaces or bracelets
earrings, if worn, must be
small and unobtrusive
12. Attributes…
5. Uniforms must be clean and well
pressed
6. Stockings (if required) should be
clean, of a permitted color and free
of holes.
7. Shoes should be dark in color,
low-heeled and clean
8 fit: standing long hours
9 smile, social skills and good
13. Front office work shifts
FO department operates 24 hours a day
Three main shifts in FO department
Morning – day shift
7.00 A.M – 3.00 P.M
Day – evening shift
3.00 P.M – 11.00 P.M
Night shift
11.00 P.M– 7.00 A.M
13
14. Front office personnel
FRONT OFFICE
PERSONNEL
CASHIER
RESERVATIONS
AGENT
NIGHT
AUDITOR
TELEPHONE
OPERATOR
CONCIERGE
RECEPTIONIST
FRONT OFFICE
MANAGER
BELL BOY
DOOR
ATTENDANT
14
1
2
3
4 5
6
7
8
9
15. FRONT OFFICE ORGANISATION
Front office manager
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16. FRONT OFFICE
MANAGER
HEAD HALL PORTER
PORTER
DOORMAN
DRIVERS
TELEPHONE SUPERVISOR
Telephone Operators
CASHIER SUPERVISOR
FRONT OFFICE CASHIER
CASHIER
NIGHT MANAGER
NIGHT AUDITORS
RESERVATIONS
MANAGER
RESERVATIONS
SUPERVISOR
RESERVATION CLERKS
ASSISTANT FRONT
OFFICE MANAGER
MAIL AND INFORMATION
SUPERVISOR
MAIL AND
INFORMATION CLERK
RECEPTION MANAGER
RECEPTION SUPERVISOR
SENIOR RECEPTIONIST
RECEPTIONISTS
17. DUTIES & RESPONSIBILITIES OF
FRONT OFFICE STAFF
Front Office Manager
skilled planner
channelizes the various resources
cordial relationship between the front office and other
hotel divisions and department’s
18. Continued…
Evaluate and decide the need of
personnel in the department.
Participate in the selection of
front office personnel.
Train and update staff skills.
19. Continued…
Schedule the staff duties. Scheduling may
lie on the front office supervisor and
approval might go to the manager
depending on the magnitude of the
activities and size of the hotel.
Supervise and help workloads during shifts.
Evaluate the job performance of each front
office employee.
Maintain working relationships and
communicate with all departments.
20. Continued…
Maintain master key control.
Check room status
Resolve guest problems quickly, efficiently and
courteously.
Update and monitor group information and
requirements.
Review credit limit report
21. Continued…
Preparing reports to the general
manager
Forecasting future reservations and
track the occupancy.
Enforce all cash-handling, other modes
of payment and credit policies
22. Front Desk Agent
Designated as receptionist
Is the first person a guest sees on entering the
property and the last person the guest sees on
leaving.
23. Duties and Responsibilities:
Register guests and assign rooms; accommodate
special requests, if possible.
Assist in pre-registration and blocking of rooms for
reservations.
Thoroughly understand and adhere to proper credit,
other modes of payment, cash handling policies and
procedures.
24. Duties and Responsibilities…
Know room status, locations, types and rates.
Use suggestive selling techniques to sell rooms and to
promote other services of the hotel.
Coordinate rooms’ status with housekeeping
department; notify all check-outs, early check-ins,
special requests etc.
25. Duties and Responsibilities…
Handle issuing and closing of safe deposit boxes for
the guests.
Read, maintain and pass-on log and bulletin board at
each shift.
Know all safety and emergency procedures, accident
prevention policies.
Report any unusual occurrences or requests to the
manager.
26. Reservation Agent
Duties and Responsibilities:
Process reservations by mail, telephone, fax or
central reservation system referral.
Process reservations from the sales office, other hotel
departments and travel agents.
Know the type of rooms, location and layout,
status, rates, package plans, benefits etc.
27. Duties and Responsibilities of
Reservation Agent:
Maintain reservation records by date and time of
arrival and alphabetical listings.
Process cancellations and modifications.
Prepare letters of confirmation and communicate to
the prospective guest / representative.
Know the hotel’s policy on guaranteed reservations
and no shows.
28. Duties and Responsibilities…
Process advance deposits on reservations.
Prepare expected arrival lists and communicate
reservation information for front office.
Promote goodwill by being courteous, friendly
and helpful to guests, managers and fellow
employees.
30. Duties and Responsibilities switch
board operator
Answer incoming calls.
Direct calls to guestrooms, staff, or departments
through the switchboard or PBX system.
Place outgoing calls.
Receive telephone charges from the telephone
company and forward charges to the front desk for
posting.
Take and distribute messages for guests.
31. Duties and Responsibilities…
Log all wake-up call requests and perform wake-up call
services.
Provide information about guest services to guests.
Answer questions about hotel events and activities.
Provide paging services to hotel guests and employees.
Know what action to take when an emergency call is
requested or received.
Be aware of all the emergency service nos. and systems
relating to the same.
32. Duties and Responsibilities
Front Office Cashier
Operate front office posting equipment/ system.
Obtain the house bank and keep it balanced.
Take departmental readings at the beginning of the
shift.
Post charges to guest accounts.
33. Duties and Responsibilities
Handle Paid-outs (VPO)
Transfer guest balances to other accounts as required.
Settle guest accounts in cash, credit card, and
Company account by transferring balances to the
respective ledgers
Post non-guest ledger payments
Make account adjustments
Balance departmental totals and cash at close of shift.
34. Bell Service Staff
Basic Functions
Meeting, greeting and escorting guests to
their rooms and also the reverse of it.
Handle messages and page guests.
They also act as the eyes and ears of the
hotels since they are strategically stationed
and also make trips to many floors and rooms.
35. Basic Functions continued..
Work closely with the front desk
staff, room service employees
and other hotel personnel in
providing guest assistance with
luggage, transportation and
miscellaneous needs.
36. Concierge desk (concierge
personnel)
Basic Functions:
They are specialized in assisting the guest –regardless of
whether inquiries concern in-hotel or off-premises
attractions, facilities, services, or activities.
Must provide concise and accurate directions.
Make reservations for flights, theater or special
events, obtain tickets.
Organize special functions such as VIP cocktail receptions
and arrange for secretarial services, if needed.
37. Night Auditor
Basic Functions:
Must be skilled record keeper since the job requires
him to track :
room revenues,
occupancy percentages,
prepare a summary of the financial performance for
the day.
38. Guest Cycle:
The guest cycle describes the
activities that each guest passes by
from the moment he/she calls to
communicate a reservation inquiry
till he/she departs from the hotel.
41. Pre-arrival:
At the Pre-arrival stage, the hotel must create for
every potential guest a reservation Record.
complete all the pre-registration activities and prepare
guest folios(applicable only for automated systems).
42. 2. Arrival
At the arrival stage,
registration and rooming
functions takes place and
the hotel establishes
business relation-ship with
the guest.
43. 3. Occupancy
At the occupancy stage,
The front office department shall coordinate guest
services in a timely and accurate manner.
Handling complaints
collect comment cards
provide positive feedback to guest as soon as
possible.
44. Occupancy…
shall design effective procedures in order to protect the
funds and valuables of guests.
Another activity at occupancy is to process posting of
guest charges (i.e. post room rates, F&B charges,
additional expenses, and taxes…) to various guest
folios, master Folios… While doing so, front office clerks
shall continuously check for deviations from the house
limit, and take corrective measures as to change the status
of the guest to paid-in-advance. Finally, front office clerks
shall periodically review Account Balances in coordination
with the night auditor.
45. 4. Departure:
At the departure stage, the guest
shall be walked out of the hotel.
Finally, cashiers shall settle guest
account outstanding balances (i.e.
balance the Guest account to 0)
46. Departure…
In general, a proper checkout occurs when the
guest:
a) Vacates the room
b) Receives an accurate settlement of the
guest account
c) Returns room keys
d) Leaves the hotel
47. Departure…
At departure, checkout personnel should
encourage guests to consider returning to the hotel
on any future date.
50. Front Office Systems:
Until the 1960`s, nearly all hotels were operating
under the manual system. At late 70`s, with the
introduction of computers,
Nowadays, most of the five-star hotels operate under
the fully automated system
52. 1. Non-automated (manual)
system
This very system is the one Characterized by the sole
usage of hands.
In fact, all formats, Procedures and different kinds of
calculations are done manually.
53. 2. Semi-automated (Electro-
mechanical) systems:
This system gets use of some Electro -mechanical
equipment. In fact, under the semi-automated system,
each department might have its own computer system
under which it handles all its operations.
54. 3. Full automated (computer
based) systems
That’s the best system ever used in the hotel industry.
In fact, it is characterized by the excessive use of
departmental software package programs integrated
and connected to a main frame or terminal situated at
the front office department.
55. PREPARING FOR GUEST ARRIVAL AND CHECK –IN
PROCESS
Introduction to reservation
Reservation
Is the activity of booking the room in
advance for a prospective guest on his
request for future, which may be from
few days to months in advance.
56. Types of reservation
1. Guaranteed and
2. Non-guaranteed
The type of reservation depends
on whether a guest agrees to
guarantee the booking by certain
methods of Payment, or by
contractual agreement.
57. 1. Guaranteed reservation
A guaranteed reservation means
that a guest will guarantee to pay
for the room even if it is not used,
unless the guests has followed the
hotel’s prearranged cancellation
procedures.
58. Guaranteed reservation….
In return the hotel promises to hold the room until the
checkout time of the day following the date of arrival.
Guaranteed reservations protect the hotel from ‘no
show’ (guests who make a room booking but do not
arrive or cancel it)..
59. 2. Non-guaranteed reservation
A non-guaranteed reservation is a reservation in which
the guest has simply agreed and confirmed that they
will arrive. It is normal for this type of reservation for
the hotel to agree to hold a non-guaranteed room until
a stated cancellation time, normally to 6pm. If the
guest doesn’t arrive by the cancellation time, the room
is then released.
60. Non-guaranteed
reservation…continued
The hotel then freely sells the released room to
another guest or to original guest if they arrive late and
if the room is still available. The cancellation time is
sometimes called the release time.
61. Basic Check-in Activities.
Five(5) basic stages
Preparing for guest arrivals
Room assignment and determination of room rate
Registration
Checking the method of payment
Issuing the room key and escorting the guest
62. In general, newly arrived guests at a hotel are classified
in to three main categories, i.e.
1. Guest with Guaranteed
reservation
2. Guest with Non-guaranteed
reservation and
3. Walk-ins
63. Preparation for guest arrivals
Before assigning guest room you need to have some
information.
Room status and availability
Expected arrivals and departures
Arrivals with special requests
VIPS and frequent stay guests
64. Room status and report
“Room status report” which shows whether a room is:
Occupied (O)
vacant( empty)(V)
dirty (D)
ready for occupancy or(R)
out of order(000)
65. Expected arrivals List
The expected arrivals list
provides basic
information on guests
who are expected to
arrive on particular date.
66. Guest history record
Many top-class hotels keep guest history records
which contain details of all previous guests.
If guest history record is available, the names of all the
guests on the expected arrivals list should be checked
against the guest history record to see if any of the
guests have previously stayed in the hotel.
67. Expected arrivals with Special
Requests
Extra bed
Baby cot
Extra blanket
Flower .etc
68. Important guests may include
VIPs (very important person)
Frequent-stay guests,
Celebrities,
Guests in expensive rooms,
Guests with security risks.
Executives from the hotel’s head
office, and so on.
69. CIPs (commercially important
person).
May be guests and executives of large corporate
account-holders,
Important journalists and media staff,
Travel agents and tour company staff, and Guests
whose companies could bring a lot of business to the
hotel in the future.
70. SPATTs (special attention guests)
are guests who may need extra care and
attention, such as
handicapped guests,
elderly or ill guests, and
long-stay guests.
71. Room assignment and room rate
The process of assigning rooms and room rates differs
with the different categories of guests.
Expected arrivals
If there is pre allocation of rooms
72. Walk-in guests
A guest who comes to hotel without
reservation.
Walk-in guests can only be assigned rooms and
room rates after it has been confirmed that
there is accommodation available.
73. Registration
Purpose
The purpose of registration is to record a guest’s
arrival and confirm their personal details.
For the purpose of security.
74. Guest with reservations
For a guest with a reservation, the process of
registration and room allocation occurs immediately
on arrival. The receptionist will ask the guest to
complete and sign a registration form and will check
these details against the details held at the reception.
Should there be any discrepancies, these need to
clarify at this point.
75. Pre-arrival registration
One of the busiest times for the reception department
is during the check-in hours. to ensure that newly
arrived guests are greeted and given their rooms as
smoothly and efficiently as possible, speedy
registration procedures are required.
pre-print all the guest’s details on a registration card
prior to their arrival, as previously mentioned
76. Checking the method of payment
This precaution helps to prevent embarrassment to the
guest at check-out, as well as preventing walk-outs.
The main reason for doing this is to ensure that the
hotel can know in advance if the guest needs to make
especial arrangements for setting their bill, e.g.
wanting to pay by cheque, or to use uncommon foreign
currency.
77. The general rules for checking the
method of payment are outlined
below
If the guest is walk-in or has a non-guaranteed
reservation, take a pre- payment or a credit card
imprint.
If the guest has a guaranteed reservation and is setting
their own account, Ask to take a credit card imprint,
and phone for authorization for an amount which is
estimated to cover the whole stay.
78. The general rules for checking the
method of payment are outlined
below
For settlements by cheque, ensure that the cheque
guarantee card will cover the whole amount.
Remember that it contravenes the cheque card
agreement to use multiple cheques for settlement of
one bill.
FINALLY
Issuing Room Keys and escorting the guest