This document outlines general procedures for reservations and check-ins at a hotel. It discusses completing reservation forms and rack slips, details needed for reservations like guest names and dates, and the reservation workflow process. It also describes procedures for handling walk-in guests without reservations, including upselling room types and obtaining payment and guest information. Finally, it provides guidelines for handling incoming and outgoing parcels and documents for hotel guests.

1. RESERVATIONS – GENERAL PROCEDURES Presented by : Budi Sasongko

2. Every room reservation must be supported by 2 (two) important forms : The Reservations Form, and The Reservation Rack Slip.

3. Ideally these two forms are combined so that by completing the Reservations Form, the Reservations Rack Slip is automatically completed.

4. When the two forms are not combined, it become necessary to first complete the Reservations Form and the transcribe the “essential” reservations detail on to the Reservations Rack Slip.

5. DETAILS NEEDED FOR RESERVATION Presented by : Budi Sasongko

6. Last name (Surname) or initials Arrival and Departure Dates Type and number of rooms required Room Rate Arrival information – How and When, 6.00 p.m. – hold, Guaranteed Late arrival.

7. Name and Contact persons making the reservation. Full name address and telephone if company or travel agent. Special requests or service. Precise Billing instructions. Source of the reservation. Confirmed requested Reservation Clerk’s initials.

8. RESERVATION RECEIVED COMPLETE RESERVATION FORM CHART RESERVATION (Reservation Control) FILE RESERVATION FORM RESERVATIONS FILES TO RECEPTION ANALYSIS AND ACHIEVES CHECK RESVN AGAINTS GUEST HISTORY FILES COMPARE RESERVATIONS FILE AGAINTS RACK SLIPS PREPARE RACK SLIP FILE RACK SLIP ARRIVALS RESERVATIONS RACK TO RECEPTION ANALYSIS AND NO-SHOW BILLINGS DECISION R E F E R N O T E FLOW CHART – RESERVATION SYSTEM Note : Above Reservations Systems presumes use and preparation of combined reservation form and rack slip. If the two-in-one form is not used then it will be necessary to separately prepare the rack slip.

9. CHECK IN WITHOUT RESERVATION (WALK-INS) Presented by : Budi Sasongko

10. There will be occasions when guests will want to stay with us but have not made prior reservations. These arrivals are the most profitable to the hotel as in most cases, the guest will be paying a higher rate. These are considered high yield business and should be given very special attention. THESE ARE WINDFALL BUSINESS, SO TRY NOT TO LOOSE THEM WHEN THE OPPORTUNITY ARISES !.

11. Walk-in guests without reservation must be advised of and offered a choice of all available and unreserved rooms at published room rates. All employee, and especially those manning the front desk, should be thoroughly familiar with the features and amenities of the hotel as well as the various types of room accommodation and trained how to merchandize them to the guests. POLICY

12. If no unreserved rooms are available, walk-in guest MUST be offered alternate accommodations at another comparable hotel.

13. An offer to make further reservations must be extended as a part of the normal registration and check-out procedures.

14. Receptionist says : “Welcome to the ……………Hotel, may I help you ?”. Once it is determined that guest is a walk-in, get a blank reg-card from tray and in the meantime run search in computer for “OK” status of room. PROCEDURE :

15. Check with the guest on the kind of accommodation required explaining the various room types available, the price, etc. Use brochures and tariffs as selling aid. Once the guest has decided on the accommodation required, check with the guest by saying : ……………..’ Sir, would you like to have a King or Twin Bed ? (Hotel or Tower side), etc, explaining the difference, if necessary, if this has not already been decided earlier by the guest and only if you have the choice available.

16. This is your opportunity to up-sell. If asked, recommend the more expensive room first. Request guest to register – say : “Mr/Mrs/Miss…………could you register for us please,…..thank you”. Refer to computer for available room i.e. assign “OK” status only. Get the key ready.

17. Ensure that your obtain arrival and departure date, address, spelling of name, etc. Assist the guest to fill in : Country of residence Passport number / I.D. number Method of payment Signature

18. If there is an additional person who is sharing the same account or room, take note of this additional name on a separate note pad for entry into computer. If the additional guest is paying separately or taking another room, request the additional guest to register on a new reg-card.

19. Check the method of payment by…….”Mr ……, will you be settling your account by credit card ?”. If you see that the guest has filled on the payment column as PAYMENT BY CREDIT CARD, you are to at this point go on to the next question, “Mr……….., may I have your credit card for imprint please ?, thank you”.

20. Return credit card – “ Thank you, Mr ………., we will keep this charge form with your bill”. If the guest has filled on the payment column as PAYMENT BY CASH, explain that you require one room night pre-payment. Acknowledge payment by giving cash receipt. Cash walk-ins will be followed up by credit department on following day.

21. Check newspaper preference and enter into computer for Bell Captain’s information. Let the guest know about the check-out time and enquire if there is going to be a need for a late check-out extension.

22. Listen to guest if he has any questions and answer them intelligently and accurately, and if there was no question asked, to check with the guest if there is any questions that he may have, DON”T do it as if you are teaching the guest or being arrogant. Ask sincerely to give the impression that you would want to ensure that the guest will be as comfortable as possible.

23. Hand to the guest the welcome booklet.

24. Call Bellman or eye contact/signal to Bellman if he is standing by, and say : “Mr….., ……… will show you to your room”. Eye contact and hands key card to Bellman and say to the guest ; “Do have a pleasant stay with us, and if there is anything that we can do for you, please call on us anytime”. Smile pleasantly to the guest and watch him leave your desk. Make eye contact with the next guest (if any) to prompt your availability to provide service.

25. Check guest into system first, enter all details. Checking the guest into the system is important as this will activate the IDD facilities in the room phone. Following up is one of the keys to a successful reception.

26. REMEMBER : Registration Card must be signed by the guest. Payment mode must be indicated Passport or I.D number is required Country of residence

27. HANDLING PARCEL / DOCUMENT FOR OUTSIDE GUEST Presented by : Budi Sasongko

28. Any outgoing Parcel / Document from In-house guest to Outside guest or Offices to be handle properly and prompt delivery. STANDARD :

29. Make sure the address is complete and sender to be indicated (name and room number).

30. Ask to the guest if receiver has been inform

31. Record in your record book completely.

32. Place in the right place and indicated.

33. All items collected to be signed, full-name and date (ask the letter or I.D. Card if parcel / document will be collected by messenger or driver).

34. Check daily for uncollected parcel / document and follow up.

35. Storing for uncollected parcel / document which more then one month and record properly.

36. HANDLING PARCEL / DOCUMENT FOR IN HOUSE GUEST Presented by : Budi Sasongko

37. Any incoming Parcel / Document for guest in house should be handle properly and prompt delivery. STANDARD :

38. Make sure the address is correct and sender to be indicated (address / tel. number)

39. Check on your screen whether guest is still in house or expected arrival / check-out / cancel / postpone.

40. Record in your record book completely.

41. Place in the right place and indicated.

42. Send a message to the guest room or reception for expected arrival guest.

43. All items collected to be signed.

44. Check daily for uncollected parcel / document and follow-up.

45. Storing for uncollected parcel / document which more then one month and record property.

46. KEY POINTS : Parcel / Document is very important (do not think the value). Accurate and prompt delivery is our standard.