This document provides training information for front office team members on how to handle various situations, including: guests with declined credit cards, third party credit card guarantees, DND status for departing guests, items reported stolen or missing from guest rooms, late night calls to guests, missed or ignored wake up calls, bomb threat call procedures, and basic credit card information. The training aims to give knowledge and prevent lapses in standard procedures by front office staff. It outlines specific steps to take for different scenarios and when to involve the manager on duty.

1. iam Prepared
Name: Christopher I. Espiritu
Date: April 30, 2014

2. Objectives
 This training will give knowledge and ideas to Front Office
Team members regarding the different situations that are
usually being handled by the higher authorities or the
Manager on Duty.
 Front Office Team members to avoid lapses and below
standard transactions due to obliviousness with the basic
actions that are encouraged to be executed.

3. Coverage
 Guest With Declined Credit Cards.
 3rd Party Credit Card Guarantee
 DND Status for a Departing Guest.
 Items Stolen/Missing From Guest Room
 Guest Receiving Calls After 11:00PM
 Ignored WUC
 Missed WUC
 Bomb Threat Call Procedure
 Basic Credit Card Training

4. Guest With Declined Credit Cards
 FOA must ask for another credit card or to settle through
cash.
 If guest promises to pay tomorrow or later, DO NOT
CHECK IN.
 If guest insists, call MOD for the decision. If the MOD
decided to let the guest check in (Room deposit given
but for incidental was not), must ensure to pull out
minibar, Barr all outgoing calls and inform all concerning
departments that the guest is on cash basis.

5. 3rd Party Credit Card Guarantee
 This is only applicable for future reservations with a lead
time of 1 week onwards.
 Things to be accomplished between the hotel and the
payer / guarantor:
Assumption of Liability Form
Photocopy of Credit Card (Back and Forth)
Letter of Authorization coming from the guest with
signature.
Photocopy of Passport and Driver’s License. At least
two valid IDs.

6. 3rd Party Credit Card Guarantee
Request for Approval Code Form to be filled up by
FOA.
 If any from the given documents was not provided, or not
all documents are furnished, do not check in.
 If the guest insists, ask for an adequate deposit to suffice
his/her room charges and incidentals.
 Once all forms are accomplished, submit immediately to
the Accounting Manager.
 If the transaction is being processed on the dates of stay,
deposit must still be given.

7. DND Status for a Departing Guest
 A departure call must be done on its standard
hours/times.
 Departing rooms where calls were not answered, a room
check must be done by the Housekeeping personnel at
exactly 12noon.
 If the room is under a DND status, immediate actions
should be taken. Which are:
If the hotel is running a full-occupancy and the room is
allotted for an arriving guest, inform MOD immediately
regarding the room status.

8. DND Status for a Departing Guest
If the occupancy is below 60% and blockings could be
managed, wait until 3:00PM and if the DND sign is still
hanged, inform MOD immediately.
Afterwards, MOD will take action.

9. Items Stolen/Missing From Guest Room
 Ask the guest to describe the item, time, date, location
last placed, etc.
 Inform the guest that we will look into the problem but
NEVER COMMIT.
 Inform MOD and give him the details/information that
you have gathered from the guest.
 MOD will take place of the situation.
 Always coordinate with the MOD for updates.

10. Guest Receiving Calls After 11:00PM
 Screen all outside calls for a specific guest after
11:00PM
 Verify the guest’s name and room number.
 Get the caller’s name and inform the in-house guest
regarding the call. Ask if he is expecting any calls for
tonight. If the guest permits, connect the call.
 If the guest is not expecting any calls nor wanted to talk
to anyone, get the message from the caller and relay it
to the guest.

11. Ignored Wake Up Call
 Call the guest once again or double check with the
security or the restaurant if they already had
transactions with them or to any other
facilities/amenities.
 If no traces and still unanswered, send the bellman and
a security officer to the room to personally knock.
 If no one answers or opens the door, coordinate with FO
and inform the MOD regarding the situation.
 Seek for MOD’s permission to enter the guest’s room.

12. Ignored Wake Up Call
 Once permitted, quietly enter the room.
 Keep distance with the guest and look at the situation.
 Once is up, leave the room.
 Inform the MOD.

13. Missed Wake Up Call
 Call the guest and send the Concierge and Security
Officer immediately to the room.
 If the guest has somewhere to go immediately, arrange
everything and a complimentary drop off.
 Inform the MOD regarding the situation and the MOD
should personally apologize to the guest.
 AFOM/FOM should send an apology letter and offer
service recovery.

14. Missed Wake Up Call
 Take note that if the guest has a flight and he missed it,
rebooking of flight and tickets will be handled and
shouldered by the company. Charges will be indicted to
the liable person.

15. Bomb Threat Call Procedure
 Remain calm. Keep the caller if possible.
 DO NOT HANG UP.
 Listen carefully and show interest.
 Copy the number.
 Ask informative questions like:
 Where is the bomb?
 When will it explode?
 What does it look like?
 What’s your name?
 Where are you calling from?
 And any other important information.

16. Bomb Threat Call Procedure
 Inform the MOD immediately regarding the call.
 Relay all the messages and information gathered from
the caller.
 MOD will take place and handle the situation.

17. Basic Credit Card Training (Basic
Information)
 RMC CC terminals only accept Visa and Mastercard.
 For any concerns or problems with the terminal or
transactions, just call 581-6262).
 Visa Card starts with the number 4 while MasterCard is
5.
 Manual key-in is not encouraged.
 Daily cancellation of unused authorization from credit
cards must be done.
 Pre-authorization of credit cards are valid for only 21
days.
 Never split transactions with the same card.

18. Debit Card
 Works just like an ATM card.
 Amount authorized from a debit card is automatically
taken from the card but is not credited to the merchant.
It is needed to be an offline sale transaction first before
acquiring the said amount.
 Never pre-auth a debit card unless the cardholder
approves or is claiming that it can be used as a credit
card. Put a note “credit card” on the authorization slip
and let the guest sign it as an acknowledgement for the
authorization made.

19. Debit Card
 Unnoticed pre-authorization from a debit card serves a
long procedure of cancellation.
Make an offline sale transaction of the whole amount.
Call the acquirer (Global payments) regarding the
situation; charge back.
Charge back will take 1 to 2 weeks on average.
 If the guest only have a debit card, straightly swipe the
debit card as a sale transaction for the room nights and
just ask cash for the incidental deposit.

20. Card Acceptance Procedures
 Card must not be tampered.
 3D Hologram must be presented
 Printed card number on the signature panel
 Credit card must have a signature
 Always look at the expiry date
 Name must be the same with the actual holder

21. Credit Card Terminal Responses
 Pick-up: With new issued card but still using the old one.
Confiscate the old one if ever.
 Decline: No sufficient balance. Return the card.
 Refer/Call: Call the authorization center for confirmation.
 CC do not honour: Problem with the issuance. Return
the credit card.