The document provides standard operating procedures for front office operations including check-in, payment, and check-out processes. It describes how to handle a guest reservation paid for by a travel agent voucher, including confirming the reservation, asking for a deposit for personal charges, and explaining what is covered by the voucher. The steps for check-in, cashiering bills to different accounts, and check-out are also outlined. Role plays demonstrate politely interacting with guests and correctly processing reservations, payments and departures.

1. RECEPTION Part 3
Session 8
Front Office Operations

2. Role Play S.O.P :
Check in, reservation guest,
payment with Travel Agent Voucher.
Cashiering :
Posting charges, split the bill to Company
and Personal Account
Role Play S.O.P :
Check out and conversation

3. These slides have been adapted from:
Robert H. Woods ... [et al.].. 2007. Professional front office
management. 1st Books Library. Upper Saddle River, New
Jersey. ISBN:0131700693
Chapter 10
Acknowledgement

4. LO 2 : Recognize the Standard Operating Procedure in
Front Office Department.
LO 3 : Perform the Standard Operating Procedure in Front
Office Department
Learning Objectives

5. Bina Nusantara
5
CHECK IN RESERVATION GUEST
BY TRAVEL AGENT VOUCHER
PAYMENT
The things to do when handle this kind of payment :
1. Ask Travel Agent Voucher to the guest, read and mentioned the
payment’s cover by the Travel Agent (T/A).
2. If Travel Agent Voucher mentioned the payment is only the
ROOM+BREAKFAST to Travel Agent, the staff must ask the payment for
other charges which is not covered by Travel Agent (Personal Account)
For the example :
Mr Brown, your Travel Agent Voucher only cover for Room and Breakfast,
how would you like to settle another payment?
3. The amount for deposit or authorization credit card, minimum half of
room rack rate x no of night stay.

6. Bina Nusantara
6
CHECK IN RESERVATION GUEST
BY TRAVEL AGENT VOUCHER PAYMENT
4.The T/A should be on the list and already
have corporate rate with Hotel by having
Contract Rate, if not Voucher will not be
accepted
5.Strictly do not inform the contract rate to
the guest.

7. Bina Nusantara
7
CHECK IN PROCEDURE
1. Greet the guest, ask any assistance.
2. Ask the reservation.
3. Check the reservation in the Expected Arrival List.
4. Confirm the reservation
5. Registration process.
6. Explain about the payment:
• Travel agent only guarantee the room+breakfast. Other
charges will be personal account, ask the deposit
• Company only guarantee the room+breakfast. Other charges
will be personal account, ask the deposit.
7. Give the room key, breakfast coupon, cash receipt.
8. Offer last assistance.
9. Closing remarks
10.Update the information on the system based on the
registration card and put your initial on the registration
card.

8. Bina Nusantara 8
CONVERSATION
Staff : Good Morning, May I help you sir?
Guest : I want to check in, please?
Staff : May I know your name please sir?
Guest : My name is Mr. Brown
Staff : Did you make any reservation before Mr. Brown?
Guest : Yes, under Mr. Brown from WITA Tour & Travel
Staff : Alright, would you like to wait one moment please, Mr. Brown?
I will check your reservation first
Staff then check the guest name in to computer, after finding the name, the staff
repeat reservation. Repeat the: Room type, Room rate, number of stay,
company/travel agent name, special request
Note : Reservation from Travel Agent strictly do not inform the rate
Example :
Alright Mr. Brown, we find your reservation for deluxe room, included 2 ABF for 2
nights from WITA Tour & Travel is it correct, Mr. Brown?
Guest : Yes, it is.
Staff then asking ID card of the guest to fill in Registration Card (RC)
Staff : May I borrow your ID Card for registration please, Mr. Brown
Guest : Yes, here you are.

9. Bina Nusantara 9
CONVERSATION
PERSONAL PAYMENT BY CASH
After staff filling up RC, and when the staff fill up the payment space, he/she ask to the
guest for the payment
Staff : The Room&Breakfast has been settled by the travel agent. How would you like
to settle the personal payment, Mr. Brown?
Guest : I pay by cash.
Staff : May I have your deposit for Rp 3,000,000, please? The rest of the deposit will
be refunded upon check out. (Staff issue a cash receipt).
After asking payment, the staff asks the guest to sign Registration Card
Staff : Would you like to check this Registration Card please. If it’s correct, please sign
over here, Mr. Brown.
Staff : Alright Mr. Brown, this is your room key and this is the number (just show the
number written in the key envelope) on the 7th floor, this is the breakfast
coupon, you can have a Breakfast in our restaurant located on the 1st floor. It’s
open from 06.00 AM until 10.00 AM. This is your cash receipt, please bring this
receipt upon check out to get refund of your deposit. if you need more help you
can call me Jennifer at extension 111.
Is there anything else that I could help you Sir?
Guest : No, I think that is all.
Staff : Thank you Mr. Brown, have a nice stay in our hotel.

10. Bina Nusantara
10
CHECK OUT PROCEDURE
1. Greet the guest, ask any assistance.
2. Ask name & room number.
3. Check the last consume & mini bar.
4. Prepare the bill.
5. Payment process.
• The Room+Breakfast charged to City Ledger Account.
• The Personal bill charged to the guest, payment could be by
cash/credit card.
6. Give the guest’personal folio,the supporting bill and the credit card
slip (if by cash).
7. Offer last assistance.
8. Closing remarks
9. The guest account has to be: CHECKED OUT, and the RC is marked
“CHECKED OUT”.

11. Bina Nusantara
11
CHECK OUT GUEST BY CITY
LEDGER ACCOUNT
Staff : Good afternoon Sir, How may I assist you?
Guest : I want to check out, please.
Staff : May I know your name and room number?
Guest : Mr. Brown from room number 708
Staff : May I have your room key Mr. Brown?
Guest : Here is my key.
Staff : How was your stay in our hotel Mr. Brown?
Guest : Yes I enjoyed my stay here, lovely. Thank you.
Staff : Do you have any last consume from minibar, Mr. Brown?
Guest : No I don’t.
(Staff contacts the minibar checker to check the minibar).
(When there is no last consume, Staff prepare the guest bill).

12. Bina Nusantara
12
PERSONAL PAYMENT BY CASH
Staff : One moment Mr.Brown, let me print the bill.
Mr Brown, the room rate & breakfast has been settled by the
company (travel agent)and based on your bill you still
have some amount to be refunded for ……..(mention the
amount of the money). We will refund the deposit to you. So
may I have your cash receipt please.
Guest : (Guest check the personal bill)
: All right, here’s my cash receipt
(Staff prepares the paid out voucher)
Staff : Could you please sign this paid out voucher
Guest : Here you are.
Staff : Do you want to have your supporting bill with your guest
folio?
Guest : Sure, Thanks
Staff : All right Mr. Brown so this is your bill and your refund deposit.
Is there anything else that I can help you?
Guest : No, thank you.
Staff : Thank you very much for staying with us Mr. Brown.
We look forward to see you again next time and have a nice
trip.
Staff handles the form correctly (the RC marked C/OUT), the
bill is properly handled.
CHECK OUT GUEST BY CITY
LEDGER ACCOUNT

13. References
• Robert H. Woods ... [et al.].. 2007. Professional front office
management. 1STBL. Upper Saddle River, New Jersey.
ISBN:0131700693 (Chapter 9).
• ©2006 MICROS ® Systems Inc. All Rights Reserved. Propr ietary and
Confidential. 1 OPERA PMS Reference ManualCash Handling
Procedures

14. Thank You
HAVE A GOOD DAY