The document provides guidance on reception services and accommodation. It outlines 14 elements of preparing for and assisting guests during their stay. These include preparing the reception area, checking equipment, reviewing guest arrivals and movements, allocating rooms according to requests, welcoming guests and completing check-ins, explaining facilities, handling issues and requests, and responding to guest queries. The document provides detailed instructions for each element and includes activities to demonstrate skills like role playing check-in scenarios.
1. The document provides guidance on preparing the reception area for guest arrivals. This includes preparing the reception equipment, reviewing expected daily guest movement like arrivals and departures, allocating rooms according to special requests, and distributing arrival lists to other departments.
2. It outlines the check-in process which begins with welcoming guests and confirming reservations. For guests without reservations, staff should determine room availability. The registration process is then completed, keys and vouchers issued, and internal accounting protocols followed.
3. Reception is the central point of contact and operates 24/7. Preparation and organization are key to ensuring a smooth guest experience from arrival through check-in.
The document describes the key elements of reservation systems, including:
1) The ability to check availability, offer alternatives when requested bookings are unavailable, and provide information on costs and features.
2) Recording customer details, payment methods, and providing confirmations.
3) Entering reservation details into manual or computerized systems, and generating related documentation like receipts and confirmation letters.
4) Maintaining reservations by processing changes or cancellations, following up on unconfirmed bookings, and communicating details to internal departments and external organizations.
Re-Post By LK Provide_Housekeeping_to_Guest.pptxLALU LK
Housekeepers complete tasks related to keeping homes, hospitals, hotels, schools, and offices clean. This may involve refilling supplies, sanitizing equipment, or making beds. The role almost always includes vacuuming, sweeping, mopping, dusting, and other general cleaning tasks.
1. The document provides guidance on preparing the reception area for guest arrivals. This includes preparing the reception equipment, reviewing expected daily guest movement like arrivals and departures, allocating rooms according to special requests, and distributing arrival lists to other departments.
2. It outlines the check-in process which begins with welcoming guests and confirming reservations. For guests without reservations, staff should determine room availability. The registration process is then completed, keys and vouchers issued, and internal accounting protocols followed.
3. Reception is the central point of contact and operates 24/7. Preparation and organization are key to ensuring a smooth guest experience from arrival through check-in.
The document describes the key elements of reservation systems, including:
1) The ability to check availability, offer alternatives when requested bookings are unavailable, and provide information on costs and features.
2) Recording customer details, payment methods, and providing confirmations.
3) Entering reservation details into manual or computerized systems, and generating related documentation like receipts and confirmation letters.
4) Maintaining reservations by processing changes or cancellations, following up on unconfirmed bookings, and communicating details to internal departments and external organizations.
Re-Post By LK Provide_Housekeeping_to_Guest.pptxLALU LK
Housekeepers complete tasks related to keeping homes, hospitals, hotels, schools, and offices clean. This may involve refilling supplies, sanitizing equipment, or making beds. The role almost always includes vacuuming, sweeping, mopping, dusting, and other general cleaning tasks.
Post by LK_Marketing Communications Offline and Online Integration, Engagemen...LALU LK
This document provides an overview and table of contents for the 6th edition of the textbook "Marketing Communications: Offline and online integration, engagement and analytics" by PR Smith and Ze Zook. The summary dedicates the book to Christopher Granville Berry for his contributions to marketing and acknowledges those who contributed to the 6th edition. It then provides a high-level outline of the book's two parts which cover the background and theories of marketing communications and specific tools respectively. The book aims to provide an integrated perspective on offline and online marketing communications.
The document provides guidance on evaluating ASEAN assessment processes. It outlines that evaluation should be carried out by assessors and can examine several areas, including:
1. The appropriateness and effectiveness of the assessment tools and methods used.
2. The performance of assessors and quality of their decisions.
3. Candidate feedback on the assessment experience.
4. Compliance of the assessment with ASEAN standards and guidelines.
The evaluation aims to improve future assessment processes and ensure quality, consistency and compliance with ASEAN frameworks. Assessor feedback is important for continuous improvement.
The document provides information about the Association of Southeast Asian Nations (ASEAN) and the ASEAN Mutual Recognition Arrangement on Tourism Professionals (MRA-TP).
ASEAN was established in 1967 and has 10 member states. The ASEAN Secretariat headquarters is located in Jakarta, Indonesia. The MRA-TP was developed to facilitate the mobility of tourism professionals within ASEAN through mutually recognizing their educational qualifications and training. It establishes ASEAN Common Competency Standards for tourism professionals to harmonize qualifications. The standards define the core, generic, and functional competencies required for various tourism occupations.
Trainer advises students that the unit comprises five elements, as listed on the slide explaining:
Each element has a number of performance criteria which will be identified throughout the class and explained in detail
Students can obtain more information from their Trainee Manual
The course presents advice and information but where the workplace requirements differ to what is presented, the workplace practices and standards must be observed.
The night auditor performs several important financial and operational tasks overnight including:
1. Processing internal financial transactions such as verifying charges have been correctly posted to guest accounts, reconciling transactions, and preparing funds for banking.
2. Verifying the property's occupancy position by checking and validating room status, investigating discrepancies, and adjusting internal records.
3. Contributing to management decisions by preparing operational reports on daily revenues, arrivals/departures, in-house guests, and special requests and distributing them to relevant departments. The night auditor also monitors night auditing duties and provides feedback to management.
ASSESSMENT OF COMPETENCE HB ASEAN MRA TP1.pdfLALU LK
The document discusses competency-based assessment and training, including defining competency, the principles and flexibility of competency-based assessment, different assessment methods and tools, and the process of planning and conducting competency-based assessments through gathering evidence to determine if a worker meets the required standards.
Cleaning Equipment dan Cleaning Supplies By LK..pptxLALU LK
This document provides a summary of Lalu Kamariadi's work experience including positions in housekeeping supervision, front office, and food and beverage service at several hotels in Lombok, Bali, and Jakarta. It also lists cleaning procedures and supplies used in public areas.
Dokumen tersebut membahas tentang layanan restoran dan tahapan pelayanannya. Secara singkat, dibahas pengertian layanan restoran, jenis-jenis layanan seperti table service, carry out service, dan counter service, serta langkah-langkah pelayanan untuk beberapa gaya layanan seperti American service, English service, Russian service, dan French service. Terakhir, dibahas urutan tahapan layanan restoran mulai dari menyambut tamu hingga mengantar tamu keluar.
Persentation By LK Menyediakan Layanan Housekeeping.pptxLALU LK
Dokumen tersebut membahas mengenai penanganan permintaan tamu untuk meminjam peralatan di hotel seperti pengering rambut, kursi roda, dan alat tulis. Terdapat langkah-langkah yang harus diikuti seperti mengkonfirmasi permintaan, menyiapkan barang, menjelaskan cara pemakaian, dan mengambil kembali barang sesuai jadwal. Dokumen juga membedakan barang yang dapat dipinjam gratis dan yang dikenakan biaya tambahan
1. Lalu Kamariadi S.Tr Par memiliki pengalaman lebih dari 10 tahun bekerja di berbagai posisi di bidang perhotelan seperti housekeeping, front office, dan manajemen acara.
2. Dokumen memberikan penjelasan tentang pelayanan housekeeping di hotel seperti pembersihan kamar, penanganan permintaan tamu, serta prosedur penggunaan peralatan housekeeping.
3. Ada pula penjelasan mengenai barang-barang yang bisa dipinjamkan tamu tanpa bi
The document provides information about the role of a room attendant in a hotel. It discusses the duties and responsibilities of room attendants, which include maintaining cleanliness and order in guest rooms, handling lost items, assisting with laundry, and cooperating with other hotel departments. It also describes the characteristics needed for the job such as knowledge of room amenities and facilities, cleaning supplies, and safety procedures. Room attendants are expected to provide good customer service, follow rules, and maintain a professional appearance. Their work involves cleaning multiple rooms per shift and responding to guest requests.
Prepare By LK 20 STEPs CLEANING GUEST ROOM.pptLALU LK
Dokumen tersebut merupakan prosedur standar pembersihan kamar hotel yang terdiri dari 20 langkah mulai dari persiapan peralatan hingga pemeriksaan akhir sebelum melaporkan kamar siap digunakan kembali. Langkah-langkah tersebut mencakup kegiatan seperti membersihkan furnitur, sanitasi peralatan, pembersihan lantai dan dinding, penggantian linen, hingga pengecekan akhir sebelum melaporkan kamar
This document provides a 30-page template for a CV. It encourages sharing the template with others who may need it and notes that the file should not be used for commercial purposes but rather to help others. The template contains sections for personal details, education, work experience, skills, references, and other standard CV components.
हिंदी वर्णमाला पीपीटी, hindi alphabet PPT presentation, hindi varnamala PPT, Hindi Varnamala pdf, हिंदी स्वर, हिंदी व्यंजन, sikhiye hindi varnmala, dr. mulla adam ali, hindi language and literature, hindi alphabet with drawing, hindi alphabet pdf, hindi varnamala for childrens, hindi language, hindi varnamala practice for kids, https://www.drmullaadamali.com
Main Java[All of the Base Concepts}.docxadhitya5119
This is part 1 of my Java Learning Journey. This Contains Custom methods, classes, constructors, packages, multithreading , try- catch block, finally block and more.
Post by LK_Marketing Communications Offline and Online Integration, Engagemen...LALU LK
This document provides an overview and table of contents for the 6th edition of the textbook "Marketing Communications: Offline and online integration, engagement and analytics" by PR Smith and Ze Zook. The summary dedicates the book to Christopher Granville Berry for his contributions to marketing and acknowledges those who contributed to the 6th edition. It then provides a high-level outline of the book's two parts which cover the background and theories of marketing communications and specific tools respectively. The book aims to provide an integrated perspective on offline and online marketing communications.
The document provides guidance on evaluating ASEAN assessment processes. It outlines that evaluation should be carried out by assessors and can examine several areas, including:
1. The appropriateness and effectiveness of the assessment tools and methods used.
2. The performance of assessors and quality of their decisions.
3. Candidate feedback on the assessment experience.
4. Compliance of the assessment with ASEAN standards and guidelines.
The evaluation aims to improve future assessment processes and ensure quality, consistency and compliance with ASEAN frameworks. Assessor feedback is important for continuous improvement.
The document provides information about the Association of Southeast Asian Nations (ASEAN) and the ASEAN Mutual Recognition Arrangement on Tourism Professionals (MRA-TP).
ASEAN was established in 1967 and has 10 member states. The ASEAN Secretariat headquarters is located in Jakarta, Indonesia. The MRA-TP was developed to facilitate the mobility of tourism professionals within ASEAN through mutually recognizing their educational qualifications and training. It establishes ASEAN Common Competency Standards for tourism professionals to harmonize qualifications. The standards define the core, generic, and functional competencies required for various tourism occupations.
Trainer advises students that the unit comprises five elements, as listed on the slide explaining:
Each element has a number of performance criteria which will be identified throughout the class and explained in detail
Students can obtain more information from their Trainee Manual
The course presents advice and information but where the workplace requirements differ to what is presented, the workplace practices and standards must be observed.
The night auditor performs several important financial and operational tasks overnight including:
1. Processing internal financial transactions such as verifying charges have been correctly posted to guest accounts, reconciling transactions, and preparing funds for banking.
2. Verifying the property's occupancy position by checking and validating room status, investigating discrepancies, and adjusting internal records.
3. Contributing to management decisions by preparing operational reports on daily revenues, arrivals/departures, in-house guests, and special requests and distributing them to relevant departments. The night auditor also monitors night auditing duties and provides feedback to management.
ASSESSMENT OF COMPETENCE HB ASEAN MRA TP1.pdfLALU LK
The document discusses competency-based assessment and training, including defining competency, the principles and flexibility of competency-based assessment, different assessment methods and tools, and the process of planning and conducting competency-based assessments through gathering evidence to determine if a worker meets the required standards.
Cleaning Equipment dan Cleaning Supplies By LK..pptxLALU LK
This document provides a summary of Lalu Kamariadi's work experience including positions in housekeeping supervision, front office, and food and beverage service at several hotels in Lombok, Bali, and Jakarta. It also lists cleaning procedures and supplies used in public areas.
Dokumen tersebut membahas tentang layanan restoran dan tahapan pelayanannya. Secara singkat, dibahas pengertian layanan restoran, jenis-jenis layanan seperti table service, carry out service, dan counter service, serta langkah-langkah pelayanan untuk beberapa gaya layanan seperti American service, English service, Russian service, dan French service. Terakhir, dibahas urutan tahapan layanan restoran mulai dari menyambut tamu hingga mengantar tamu keluar.
Persentation By LK Menyediakan Layanan Housekeeping.pptxLALU LK
Dokumen tersebut membahas mengenai penanganan permintaan tamu untuk meminjam peralatan di hotel seperti pengering rambut, kursi roda, dan alat tulis. Terdapat langkah-langkah yang harus diikuti seperti mengkonfirmasi permintaan, menyiapkan barang, menjelaskan cara pemakaian, dan mengambil kembali barang sesuai jadwal. Dokumen juga membedakan barang yang dapat dipinjam gratis dan yang dikenakan biaya tambahan
1. Lalu Kamariadi S.Tr Par memiliki pengalaman lebih dari 10 tahun bekerja di berbagai posisi di bidang perhotelan seperti housekeeping, front office, dan manajemen acara.
2. Dokumen memberikan penjelasan tentang pelayanan housekeeping di hotel seperti pembersihan kamar, penanganan permintaan tamu, serta prosedur penggunaan peralatan housekeeping.
3. Ada pula penjelasan mengenai barang-barang yang bisa dipinjamkan tamu tanpa bi
The document provides information about the role of a room attendant in a hotel. It discusses the duties and responsibilities of room attendants, which include maintaining cleanliness and order in guest rooms, handling lost items, assisting with laundry, and cooperating with other hotel departments. It also describes the characteristics needed for the job such as knowledge of room amenities and facilities, cleaning supplies, and safety procedures. Room attendants are expected to provide good customer service, follow rules, and maintain a professional appearance. Their work involves cleaning multiple rooms per shift and responding to guest requests.
Prepare By LK 20 STEPs CLEANING GUEST ROOM.pptLALU LK
Dokumen tersebut merupakan prosedur standar pembersihan kamar hotel yang terdiri dari 20 langkah mulai dari persiapan peralatan hingga pemeriksaan akhir sebelum melaporkan kamar siap digunakan kembali. Langkah-langkah tersebut mencakup kegiatan seperti membersihkan furnitur, sanitasi peralatan, pembersihan lantai dan dinding, penggantian linen, hingga pengecekan akhir sebelum melaporkan kamar
This document provides a 30-page template for a CV. It encourages sharing the template with others who may need it and notes that the file should not be used for commercial purposes but rather to help others. The template contains sections for personal details, education, work experience, skills, references, and other standard CV components.
हिंदी वर्णमाला पीपीटी, hindi alphabet PPT presentation, hindi varnamala PPT, Hindi Varnamala pdf, हिंदी स्वर, हिंदी व्यंजन, sikhiye hindi varnmala, dr. mulla adam ali, hindi language and literature, hindi alphabet with drawing, hindi alphabet pdf, hindi varnamala for childrens, hindi language, hindi varnamala practice for kids, https://www.drmullaadamali.com
Main Java[All of the Base Concepts}.docxadhitya5119
This is part 1 of my Java Learning Journey. This Contains Custom methods, classes, constructors, packages, multithreading , try- catch block, finally block and more.
This presentation was provided by Steph Pollock of The American Psychological Association’s Journals Program, and Damita Snow, of The American Society of Civil Engineers (ASCE), for the initial session of NISO's 2024 Training Series "DEIA in the Scholarly Landscape." Session One: 'Setting Expectations: a DEIA Primer,' was held June 6, 2024.
A review of the growth of the Israel Genealogy Research Association Database Collection for the last 12 months. Our collection is now passed the 3 million mark and still growing. See which archives have contributed the most. See the different types of records we have, and which years have had records added. You can also see what we have for the future.
Exploiting Artificial Intelligence for Empowering Researchers and Faculty, In...Dr. Vinod Kumar Kanvaria
Exploiting Artificial Intelligence for Empowering Researchers and Faculty,
International FDP on Fundamentals of Research in Social Sciences
at Integral University, Lucknow, 06.06.2024
By Dr. Vinod Kumar Kanvaria
Strategies for Effective Upskilling is a presentation by Chinwendu Peace in a Your Skill Boost Masterclass organisation by the Excellence Foundation for South Sudan on 08th and 09th June 2024 from 1 PM to 3 PM on each day.
it describes the bony anatomy including the femoral head , acetabulum, labrum . also discusses the capsule , ligaments . muscle that act on the hip joint and the range of motion are outlined. factors affecting hip joint stability and weight transmission through the joint are summarized.
How to Manage Your Lost Opportunities in Odoo 17 CRMCeline George
Odoo 17 CRM allows us to track why we lose sales opportunities with "Lost Reasons." This helps analyze our sales process and identify areas for improvement. Here's how to configure lost reasons in Odoo 17 CRM
3. Reception is:
Central location
First point of contact
Usually operates 24/7
Preparation and organization is the key
3
1.1 Prepare reception area for service
4. 1.1 Prepare reception area for service
Handover:
All reception shifts overlap by brief period (15 minutes to ½ hour)
– this briefing allows:
Time to discuss any relevant details for the next shift – time
to review and resolve problems
New staff prepare their area and check personal appearance
For smooth transition from one
shift to another
Handover can be verbal, written or in
form of reports
Slide 4
5. 1.2 Check reception equipment
Is everything working as intended?
Are you familiar with how all the equipment works?
Do you know how to fix “minor” faults and problems ?
Do you have back up supplies?
Paper/paper rolls
Forms
Vouchers
Printer ribbons
Pens, paper and relevant stationery
Slide 5
6. 1.2 Check reception equipment
Class activity:
Discuss the type of equipment found on a front desk
List the purpose of this equipment
Find brand names for this equipment
6
7. 1.3 Review expected daily guest
movement
Reasons for the review – to:
Review and ensure bookings are correct
Ensure right room is allocated to guest
Facilitate coordination of work with other departments
Make sure VIP guests are properly taken care of
Confirm airport transfer and pick-up arrangements
Inform Housekeeping to make up rooms if there are any
early departures
Advise housekeeping or minibar staff to check the minibar
in certain rooms
Slide 7
8. 1.3 Review expected daily guest
movement
Arrivals:
Arrivals list
Alphabetical listing of expected arrivals
Time of arrival
Type of room
Rate quoted
Special requests
Payment details
Slide 8
9. Group arrivals:
Lots of people and lots of luggage
Room allocation
Check on arrival time
Prepare room keys
Meal vouchers and restaurant requirements
Mail
Prepare group rooming lists or registration cards
Welcome brochure and group itinerary
Slide 9
1.3 Review expected daily guest
movement
10. Stay over rooms:
Guests who stay longer than their departure date
Some guests request extensions
Need to contact the guest
Extend the stay if possible
May have to find another hotel or room type
May have to do room inspections
Could only be a “late check-out”
Affects occupancy levels – may lead to
being overbooked
Slide 10
1.3 Review expected daily guest
movement
11. 1.3 Review expected daily guest
movement
Role Play:
Working in groups of 3
1 Guest, 1 staff member, 1 observer
Scenario: Hotel is fully booked and Mr. or Ms.
Armstrong come to the desk and want an extension.
Reception staff – need to discuss that there are no
rooms and we will have to make a booking
somewhere else. Think about the questions you will
need to ask
11
12. Early Departures:
When a guest leaves before their due date
Departure changes are usually captured at check-in
time
Housekeeping notice a “checked out” room
PMS system will pick this up quickly
Reduces our occupancy figure
Slide 12
1.3 Review expected daily guest
movement
13. Groups and individual guest movement:
Changes in the group allocation
Advance notice given by tour company
Group may be charged for the room/guest
Additions to the group
Effects occupancy level
Slide 13
1.3 Review expected daily guest
movement
14. 1.4 Allocation of room in
accordance with special requests
Guests request certain rooms and expect them:
Reception need to ensure these requests are allocated:
Simple requests such as
Non Smoking rooms
Specific views, ocean, pool, golf course
Suites, family rooms, penthouse
Specific requests, low floor, near the lifts, away from the lifts
Business women’s floor
Cont’
Slide 14
15. Challenging requests:
Hotel hampers or gifts, fruit, flowers, chocolates
Full bar set up
Open connection room doors
Change Duvet [Doona] to blankets
Remove all alcohol from the room – for religious reasons
Insert a board under the mattress for guest with bad back
Slide 15
1.4 Allocation of room in accordance
with special requests
16. Activity:
Prepare a list of all the special requests you can think of
Decide which department needs to be involved in
achieving this request
Discuss with the class
16
1.4 Allocation of room in
accordance with special requests
17. Room allocation
Rooms are allocated:
As soon as the reservation is made for limited types
Suites, the Penthouse suite, Family rooms
Room number is blocked onto the reservation
Morning of arrival
Individual rooms
Groups and tour guests
Usually done by the reception supervisor
Rooms numbers are manually recorded on the
registration card or assigned in the computer
Slide 17
1.4 Allocation of room in accordance
with special requests
18. Group room allocation:
Discounted rate – don’t receive the best rooms in the
hotel
Rooms should be close together and on the same floor
if possible
Tour Leader – different floor – unless the groups have
language difficulties
Check all the rooms are ready
when the groups arrives
It is difficult to move group and tour guests
Slide 18
1.4 Allocation of room in accordance
with special requests
19. Room Rates:
Room rates reflect the type of room the guest has
requested
Standard, deluxe, king-size, poolside, ocean view
Discounted rates usually reflect the type of business
Corporate rate
Convention rate
Air crew rate
Government rate
Industry rate etc.
Slide 19
1.4 Allocation of room in accordance
with special requests
20. Activity:
The William Angliss Tour group are coming to your hotel.
The tour leader is Linda Wilson who requires a queen-size
room.
The tour checks in on the 15th next month for 2 nights
Please prepare a Group Rooming list – for all these
guests, include the arrival and departure dates, and
allocate rooms to all the guest. Record any special
request information and who it would go to
Cont’
20
1.4 Allocation of room in accordance
with special requests
21. Activity:
The guests are: Mr. & Mrs. Dowell, Mr. & Mrs. Grannon,
Mr. & Mrs. McGhee, Mr. & Mrs. Collins all wanting queen-
size rooms
The following guests are sharing twin rooms: Ms. Gjeci
with Ms. Dietritch, Ms. Parks with Ms Schuler, Mr. Baker
with
Mr. Frost, and Mr. Kerr with Mr. Craven
There is one triple room; Ms. Hudson with Ms. Van Dorske
and Ms. Shady
21
1.4 Allocation of room in accordance
with special requests
22. 1.5 Follow-up on uncertain arrivals
and reservations
Mainly during full house occupancy:
Non-guaranteed reservations
Deposits
Not yet received
Only partially paid
Reservations past the specified arrival time
Contact the guest to see if they are still coming
Wait list guests
Potential room sales to other guests if you contact
them in time
Slide 22
23. 1.6 Compile arrivals lists
Arrivals List provides information such as :
Alphabetical listing of guests arriving on that date
Departure date
ETA – estimated time of arrival
Number of guests
Room type and rate quoted
Status of reservation - guaranteed or non-guaranteed
Special requests
VIP status (if any)
Complimentary guests are also included
Slide 23
24. 1.7:Distribute arrivals list as required
Housekeeping:
Staffing levels
Planning daily tasks
Determine the level of service
Order of servicing rooms
Guest count
Special requests
Slide 24
25. Concierge:
Staffing levels
Group arrivals
Organizing luggage storage
Slide 25
1.7:Distribute arrivals list as required
26. Porters:
Planning daily tasks
Arrival time
Sorting luggage
Slide 26
1.7:Distribute arrivals list as required
27. Security:
VIPs – David Beckham arriving
Requires additional security
Escort a VIP to their room
Food and Beverage:
Special requests
Restaurant use
Groups and tour arrangements
Cont’
Slide 27
1.7:Distribute arrivals list as required
28. Management:
Notification of VIPs
Recognize famous names and make a VIP
Laundry:
Staffing
Planning
Kitchen:
Food orders and staffing
Slide 28
1.7:Distribute arrivals list as required
29. 1.8 Monitor guests arrival and take
appropriate action
Inform colleagues
Prepare for major guest movement
Special requests
Follow up with VIPs
Meetings
Slide 29
31. 2.1 Welcome guests on arrival
Professional welcome:
Professional
Welcoming
Sincere
Friendly
Polite
Body language
Slide 31
32. Activity:
Discuss types of greeting phrases – both formal and
suitable informal greetings
Discuss the local greeting phrases for each country
Discuss Body Language
Slide 32
2.1 Welcome guests on arrival
33. 2.2 Determine if the guest has a
reservation and confirm and explain
reservation details
Guests with Reservations:
Confirm reservation details
Name
Length of stay
Method of payment
Special requests
Rate
Vouchers
Slide 33
34. 2.3 Determine if guest is a walk-in and
identify if room is available
Guest without a reservation:
Determine the guests needs
Check availability
Ask method of payment
Mention the policy and procedures about payment
methods
Slide 34
35. 2.4 Decline a guest if appropriate
Check the “black list”
Review hotel policies
Recommend another venue
Full occupancy – no rooms
Slide 35
36. Activity:
Working in pairs role play the following:
One student is the guest and one the staff member
Guests requests a room for the night – no reservation
Staff member – ask questions to determine the request
Student (decide what you want) and inform the staff
member.
Staff member :Your hotel is fully booked and you need to tell
the guest you are unable to accommodate them.
How do you say this ? What questions do you need to
ask?
Slide 36
2.4 Decline a guest if appropriate
37. 2.5 Complete guest registration
process
Process a check- in:
Proof of identity
Complete the registration card
Obtain the signature
Slide 37
38. 2.6 Issue keys and vouchers as
required
Key cards and keys:
Energy saving
Security
Vouchers:
As a form of payment from travel agents
Exchanged for services such as a “complimentary
drink”
Slide 38
39. Activity:
Write down the dialogue you would use to check-in a
guest with a reservation
Use words for both the guest and the staff member
Start from when the guest walks up to the front desk
Offer them a voucher for a complimentary drink
Slide 39
2.6 Issue keys and vouchers as
required
41. Applying discounts to guests
Room Rates:
Rack rate
Corporate rate
Conference/convention rate
Industry rate
Negotiated rate
Groups and tours rate
Package rate
Slide 41
42. 2.8 Explain room and house facilities
and services to guests
Safe deposit boxes/in room safe
Room facilities
Hotel facilities
Local attractions
Slide 42
43. Selling techniques:
Suggestive selling
Describing
Explaining
Up-selling
Cross-selling
Slide 43
2.8 Explain room and house facilities
and services to guests
44. Activity:
Describe the features of each of the following rooms
Room A
Room B
Room C
Room D
Cont’
Slide 44
2.8 Explain room and house
facilities and services to guests
45. Activity:
Which room would you sell to the following guests and why?
A Corporate Business person who wants to have meetings in
their room
A couple who want a special weekend away together
Two friends who want a inexpensive room so they can catch
an early morning Bus interstate
A parent and child who have tickets
to a baseball match
Slide 45
2.8 Explain room and house
facilities and services to guests
48. 2.9 Arrange for porter services
Porters:
Carry guest luggage
Escort guests to room
Discuss in room equipment
Deliver messages
Arrange taxis and parking
Store guest luggage
Slide 48
49. Overbooking
Room not ready
Black listed guests
No reservation to be found
49
2.10 Implement standard house
protocols for problem situation
50. Monitor and check arrivals:
Identify no shows
Types of reservations
Notify wait list guests
Check for accuracy
Follow standard procedures
50
2.11 Monitor guests’ arrival and take
appropriate action as required
52. Establish what is wrong with the room
Check availability
Advise guest
Move the guest
Change status of room
Update folio – room number and/or room rate
52
3.1 Process room change requests
53. Extended stays
Check availability
Check in takes priority over extensions
Regular guests
Rate charged
Re-room the guest
53
3.2 Process extensions to stays
54. Guest numbers
Check against housekeeping reports
Evening “turn down” service
Update records
Update rates
54
3.3 Process variations to guest
numbers
55. Different rates for different market of guests
Hotels offer different rates at different times of the year
Rates are used to attract business
Discounts enable the hotels to compete
55
3.4 Process variations in room rate
56. Putting a guest into a better room than they are paying for:
Use suites during full house situations
Compensation for a ‘bad’ experience
Offering free accommodation
Discounting rooms
56
3.5 Process upgrades
57. Special requests – requested by guests
Special requests – offered by the hotel
Special request – paid for by guests
57
3.6 Process special requests
58. Activity:
What special requests would be needed for the
following and who would need to be advised:
Mr. and Mrs. Todd arrive today - they have a baby and a
small child
Ms. Wilson is staying at your hotel to do business in your
city. She will be wanting to interview staff while she is
here
A guest is staying with you to present a new range of
luggage to clients. They need to catch a flight out at
19.00hrs the next day
58
3.6 Process special requests
59. Point of sale charges:
Guest identification
Signature
Manual charging back to their room:
Guest identification
Room number
Print name
Signature
59
3.7 Process guest charges
60. Know all about your property
Give good service
What if you don’t know? Find out!
Involve other departments
60
3.8 Respond to guest queries
62. Seeking information on departing guests:
Room number
Breakfast
Mini bar
Check for accuracy:
Supporting documentation
Signatures
62
4.1 Maintain and prepare guest
accounts
63. 4.2 Prepare and review departures lists
Express check outs
Group check outs
Early departures
Late check outs
63
64. 4.3 Present the accounts to guests
Generate the account:
Check guest details
Explain the account:
Other charges
Present the account:
Print a new account
64
65. 4.4 Process payments and refunds
and issue receipts
Process payments:
Acceptable methods of payments
Foreign exchange
Issue Receipts:
Process refunds
Foreign exchange
Obtain the key:
Actual keys - not key cards
65
66. Activity: Role play – Process a check out:
1 guest and 1 staff member
Guest approaches the desk to check out
Staff member –
Greet the guest
Request room number and room key
Ask the guest if there are any other charges (check these have
been posted, or post them if necessary)
Print the account(s)
Present the account(s) and ask the guest to check the charges
Process method of payment
Farewell guest
Guest acts out according to the process
Swap roles
66
4.4 Process payments and refunds
and issue receipts
67. 4.5 Process express check outs
What is an express check out?
Who uses it?
How is it done?
67
68. 4.6 Process group check-outs
Group master account
Individual accounts
Extra charges
Group luggage collection
Luggage storage
68
69. 4.7 Distribute departures list as
required
Housekeeping
Concierge and porters
Security
Management
Maintenance
69
70. 4.8 Assist guest with on departure
requests
Forwarding addresses
Less and less today with email and texting
Call a taxi or transport
Provide lost and found services
Organize a porter
Make another booking
70
72. 5.1 Prepare and update front office
records
Update availability/charts
Room allocation
Bookings diary
Changing rooms
Alter rate
Modify departure dates/times
Guest history
72
73. 5.2 Generate internal reports as
required
Information reports:
Other departments
Back up for operations
managers
Analytical/statistical reports:
Managers
Supervisors
73
74. 5.3 Facilitate night audit activities
Features of night audit
Purpose of night audit
Daily reports and records
74