front office asian

7/29/2019 Front Office Asian

1/48

History of Lodging Industry.

At the beginning people were rest in stables.Thousand years later in Europe INNS were introduced. Guest houseswere only for one or two people & there were no Food & Beverage. Onlyaccommodation was provided. Subsequently stage coachers were

introduced to transportation.In stagecoaches more people used to travel. So guest

houses became large in size and had stabling facilities for horses andthey were called INNS. The fist inn goes back to 6th century B.Cventured by husband and wife. Earlier Inns provides mot wholesomefood thirst and quenches like wine.

Port and Stable facilities for horses. Entire cooking,recreation entertainment was provided by husband, wife & children.The steam engine was invented and the accommodation need becamevery high and then the hotels came up. The first hotel was HOTELGARNI after build at main cities where there are ports. After inventing

the motor car new type of hotels came up. They are called MOTELSbecause they are situated near highways.

Horse Riders.

Horse Riders Horse Riders.

. Stage coach

Car/Train/ Ship

Highway Travelers.

Boat Riders.

Types of Hotels

STABLES

GUEST HOUSES

INNS

MOTELS

HOTELS

BOTELS


2/48

The lodging industry is so diverse that many hotels do not fit in to any single well defined

category. Some of the categories used to classify hotels are locations, the type of guests

attracted, the kind of structure or chain affiliation, size and service level.

The size and service level of a hotel are its most important characteristics. However, size

and service level is not dependent on each other. The size of a hotel often has little to dowith the level of service it offers. Size characteristics may include the number of guests'

rooms, meeting rooms & banquet rooms within the hotel and the number of divisions or

departments within the hotel requiring various services. A more precise measure of workperformed by a hotels staff is the hotels level of service. While the levels of service

offered by hotels vary tremendously across the lodging industry, hotels can, for the sake

of simplicity, be classified in terms of their location, as transient, resort and motels.

TRANSIENT HOTELS

Transient hotels are found in major cities of the world and in an around airports.

CITY HOTELS

These hotels are situated in major cities and mainly cater for businessmen who visit these

cities for business purposes, and participants of conferences and seminars that are often

held in these hotels. The length of stay of guests in these hotels is rather short and usuallycheck-ins and checkouts take place throughout the day. The speed of service is of utmost

importance in these hotels as guests are often in a hurry to obtain various services that

they require, whilst attending to their business activities.

AIRPORT HOTELS

These hotels that are situated either in or around major airports, Often the lengthof stay guests is one night. Usually in these hotels, food and beverage facilities are

made available around the clock.

SEMI TRANSIENT HOTELS

These hotels are found in suburbs of cities, where guests may either come onholiday or business purposes. The facilities and services must be geared to cater

for both types of guests in these hotels.

RESORT HOTELS

Resort hotels are found in various resort areas and the majority of guests come tothese hotels for holidays. The average length of stay of guests is longer, compared

with transient hotels. These resorts can be seaside retreats, desert or mountain retreats,

health resorts, cultural & game parks or ancient cities.


3/48

MOTELS

Motels are usually found alongside main highways and cater for long distance travelers. In

most typical motels, guest park their own cars/motor vehicles, carry their own luggage,

provide their own room service, and make their own arrangements for laundry, andpressing etc. Some of the earlier motels also omitted food and beverage services.

However, nowadays in most motels, there are 24-hour coffee shops available, providing

food and beverage facilities throughout the day and night.

In modern times, the quality of architecture, interiors and services have soared to the point

at which, instead of there being a distinct separation between hotel and motel, there is now

a considerable overlapping, and the differences that once distinguished the two have beenlargely eliminated.

Motel is considered by some to be an outdated word because of the image of the very

early motels, which were really old-fashioned tourist cabins. Still successful up to datecompanies in the American and European continents, keep their original names, glad that

their market can easily recognize what kind of accommodation is being offered.

More over, motel identifies its products because the term originally came from a

construction of the words motor and hotel (Motor-hotel).

BOTELS

Botels are found along riverbanks and cater for people travelling by boat.(e.g. In Venice)

FACILITIES OFFERED BY HOTELS

Hotel come in all sizes and with many kinds of atmosphere. They maybe urban, suburban or located at airports or in remote resort locations.They may be all-suite, budget or conference centers. The type of theownership, size of the property and the type of operation are primefactors in determining the type of facilities offered by a hotel. The type

of facilities also vary with the type of guests who patronize a hotel.

For example, airport hotels cater primarily to business people who fly inone night, and fly out the next. Nowadays even the finest resorts solicitbusiness meetings and provide facilities for such activities.

On the other hand, the motel operators are aware of the large numberof travelers who cannot afford deluxe accommodation or, regardless of


4/48

means, resent having to pay for conspicuous grander, when all theyactually want is a clean room with a comfortable bed.

However, most city, airport and resort hotels offer the followingfacilities in most countries.

Deluxe suitesSpecialty restaurantsCoffee shopsSupper clubsNight clubsBusiness centersOnward reservation facilitiesEncashment of foreign currenciesLaundry and dry cleaning facilitiesHealth and recreation facilities - swimming pools, tennis courts, etc.

IDD facilitiesRoom televisionRoom mini- barsCar/taxi hires servicesShopping facilitiesBaby sitting facilitiesValet services

ORGANIZATIONAL STRUCTURE.

The organizational chart will assist the management to draw clear-cut lines of authority,which can be explained to all employees how responsibility is distributed. Good

organization assures the smooth functioning of any business. Unless the business is well

arranged and each employee is fully aware of the identity of his supervisor and higherlevel managers, employees will not function properly and the business will suffer.

It also helps applicant and employees to know where they fit in and where they might go

incase of promotions. Effective organizational chart is in fact a key to success.

The type of organization structures will vary according to size & location of hotels.

ORGANIZATIONAL STRUCTURE OF THE

FRONT OFFICE DEPARTMENT.

Front Office Manager


5/48

TYPES OF GUEST ROOMS

Introduction

There are many types of hotel rooms. The different types are meant to attract

different types of guest to hotels.

The types of guest rooms

1. Single bedded room.

For single occupancy, usually given out to tour guides on complimentary

basis, a room with one single bed.

2. Double bedded room.

Asst. Front

Office ManagerReservations

Manager

F / O

Supervisor

Reception

Bell

Captain

Bell Boys

Telephone

OperatorGuest Relation

Officer

Reservation

Clerk

Trainee

Lobby

Manager


6/48

For double/single guest occupation. Consists of two beds placed together

with bedside tables on either sides or a room with one large bed.

3. Twin bedded room.

A room with two single beds with a bedside table in between.

4. King size /Queen size

King size - for double/ single occupancy with bedside tables on either

sides of the bed. (80x72 or 80x80)

Queen size - for double/ single occupancy with bedside tables on either

sides of the bed. (72x72)

5. Interconnecting rooms/ family rooms.

Two standard double rooms with a common door in between the two. Generally

kept locked and can be given as two separate rooms. Gives families extra privacy as onecan avoid the corridor.

6. Suites - There are many types of suites.

a) Single b) Doublec) Duplex d) Businessmens

e) Presidential f) Penthouse

7. Studio room

A room which can be used as a bedroom by night and an office by day.

Room Status

It is an indication of the condition of the room. This gives an indication to the

housekeeping personnel as to how much work has to be done in a guestroom. It alsoindicates to the reception the length of time necessary for a room to be made ready for

sale.

The different status of rooms-

1. Occupied roomA room, which has been given out to a guest.

2. Vacant/Ready room

A room which is ready for sale. There is no definite booking for this room.


7/48

3. Arrival room

A ready room with a definite booking/ reservation.

4. Check out room/ Departure room

The guest has checked out of this room. Usually very untidy.

5. Due out roomThis is an occupied room from which the guest is expected to depart during theday.

6. Sleep out room

This is an occupied room in which the guest has not slept the previous night. Theguest may or may not have informed the hotel of his sleeping out.

7. Day room

Given out for few hours as brides changing room or for special functions. Usuallygiven out on complimentary basis.

8. Out Of Order room

When guestrooms have defects & cannot be sold it is termed as O.O.O. Thesedefects have to be attended to, immediately, as it is a loss of revenue to the hotel.

NUMBERING OF ROOMS

How rooms are numbered in hotels

Rooms are usually numbered according to the floor number universally. In many hotels

guest rooms are located from the first floor and above for the purpose of privacy and

security. The ground floor usually comprises of other facilities such as food & beverageareas, lobbies, front desk, shopping arcade etc.

As an example: The rooms on the first floor are numbered starting from 101 or 1001. The

rooms on the second floor are numbered starting from 201 or 2001 and rooms on the 14th

floor are numbered starting from room 1401 or 14001. In many hotels number 13 is

avoided as it is considered to be an unlucky number by superstitious minded people.

In a single storied hotel, the room numbers do not have any relation to the floors, as all

rooms will be located on the same level.

HOTEL TARIFF STRUCTURES

INTRODUCTION


8/48

Room Charges & meal charges of hotels are usually incorporated in a list known as the

hotel tariff. In laymans words it is a price list. This becomes necessary and important to

those preparing the invoice based on the information on the registration cards.Per Room or Per Person

Prices of accommodation and of some hotel services may be formulated either on PerRoom or Per Person basis. In the former case, the bedroom is the unit of pricing, and

the hotel tariff gives prices for a single room, twin-bedded room, double-bedded room,

triple room and suites. These categories may be further subdivided for bedrooms ofdifferent standard, location and other criteria.

Where a Per Person tariff is in operation, the guest forms the unit of pricing, and not

only meal prices but also accommodation prices are formulated and charged per guest.There may be differential pricing for children of different ages and also for different

standards of accommodation, but as distinct from the room tariff, prices are in the first

instant fixed for an individual guest as a unit of sale.

Prices for accommodation and individual hotel services may be either fixed and charged

separately or to a greater or lesser extent. Combined under inclusive terms.

The simplest methods for separate charges, is to establish separate rates for

accommodation and other services and to charge them individually. Thus under a perroom tariff, the price of a single room would normally be the charge only for the room

for one night. . All other charges would be debited to the guest as and when he incurs

them. Similarly, with a per person tariff, the price of accommodation would be for one

person for one night.

In hotels in order to offer guest different options, the hotels give them variouscombinations in a price list. These combinations are standardized and are known by the

following terms.

They are commonly known as meal plans because the charges includes room and one or

all-main meals for the day.

European Plan (Room only)

This is solely based on room charges. More appropriate for guests in transient hotels. If

any meals and drinks are consumed they will be charged separately to the guest folio.

Continental Plan (Bed & Breakfast)

This covers room charges and breakfast. Common in city hotels and airport hotels,

catering to transient guests, who are on short stay.

Modified American Plan


9/48

This includes room, breakfast and dinner. This is a modification of the American plan.

This tariff is commonly found in resort/ holiday hotels

Half Board (Demi Pension)

This includes charges for the room, breakfast and either lunch or dinner. Common in

resort/ holiday hotels.

American Plan (En Pension)

This is an all-inclusive tariff. It includes charges for the room, breakfast, lunch and

dinner.

Bermuda Plan

This includes charges for the room and early morning tea or coffee. Not common in hotelsin Sri Lanka.

THE ROLE OF FRONT OFFICE AND ITS FUNCTIONS IN GENERAL

First impression to the guest

The front office, is on show to the guest always. It must be kept tidy, no matter how busythe staff might be ideally the Reception desk should be so placed that it ca be seen

immediately, a guest enters the hotel. It should present a a picture of order and efficiency.

An untidy front office will create an unfavorable impression. It will cause a guest to have

doubts about the organization and the efficiency of the whole establishment.

Receiving and welcoming guest

The first impression created means so much to a guest, and the way in which a guest is

received in to the hotel can make a lot of difference, to a guests stay. The front office is abusy place in a hotel.

Often, most of the guests will arrive during the hours between mid morning and midafternoon. One of the first lessons to be learnt in a hotel is that when the staff is busy, they

are very busy indeed. Guests seem to arrive at the reception desk in droves one minute,

and then suddenly all will be quiet. But whether there are five or fifty guests at the desk, ata given moment. The receptionists manner should never change.

Each guest is an individual, and the receptionist must always give the impression that the

particular guest with whom he/she is dealing with at the time is the only one that matters.


10/48

The sales aspect of hotel front office

Most hotel companies have their own sales and marketing divisions and some hotels,

belong g to a consortium for this purpose. While sales and marketing specialists can bring

business to the hotel, it is the hotel receptionist who can capitalize on it. It is said that thesuccess of selling is to know your product and to have confidence in it.

The product that a hotel has to sell is combination of accommodation, food, drinks andservice. Knowing the product in relation to accommodation is not just a matter of knowing

if a room has a sea view, is quiet and on which floor it is situated; whether it has single,

double or wing beds or can sleep three or four persons, but what other facilities are

available, Do it yourself tea and coffee makers, self-service bars, direct dialingtelephones, are the real sales points.

To sell the food part of the product, the receptionist requires knowledge of the type of

menus available in the restaurants as well as the location of these and the times that theyare open for service.

The same applies to the sale of drinks. Where the bars are situated and when they are

open, not only for residents but also for passerby, is information that all receptionists

should know. If the hotel has facilities for functions. The receptionist should be aware ofthem. Part of the selling technique is to let prospective guest know that should a meeting

room, a private or business luncheon, dinner or some other function be required, the hotel

can arrange it . Furthermore guests should be given the name of the person in the hotel

responsible for making these arrangements.

All these products are linking both separately and jointly with service. Service is

understanding, anticipating and fulfilling the needs of the others and doing it graciouslyand willingly

Nerve Centre

When we think about a hotel front office operation, we often fail to realize that the duties

a receptionist is called upon to do will vary immensely from one hotel to another. This

range of work will depend a great deal on hotels size, location and type of business itattracts.

For example, the small resort hotel, dealing mainly with holiday makers, requires adifferent

Work schedule from a large hotel situated in the center of a big city. In the large busy city

hotel, the receptionist mainly receives and welcomes guests, registers all arrivals andattends to general queries concerning accommodation of the guests.


11/48

In medium size hotel, the receptionist will be required not only to receive and welcome

guests, but also to deal with all advance reservations. He/ she will also keep thee visitors

accounts and probably receive the payments of these accounts at the end of the guests stay

In a small hotel, with fewer arrivals and departures, the receptionist will also be required

to deal with the correspondence, accounts and may be many other duties concerning theoperation.

Irrespective of whether the receptionist is male or female, whether he or she works for alarge, medium sized or small hotel, and regardless of that hotels location in the world, the

basic work is the same, The front office, acts as the nerve centre of the hotel, for the

guests, This includes receiving and welcoming guests to the hotel, the maintaining of the

records relating to the guests stay, and often, the very important task of selling the hotelsaccommodation.

Grooming Of Front Office Staff

To create a good first impression, the clothes worn by front office staff, are so important.

A neat and well-grooms appearance suggests pride in a receptionists work. How ever,wearing clothes suitable for the job too is equally important. Therefore, most hotels

provide a uniform for their receptionists to wear. It may be a brightly coloured dress in

holiday resort hotel, or a plainer but smart out fit in a busy city hotel.

The receptionists are always being observed by visitors, and therefore much attention

must be paid to personnel hygiene. Hair should be neat and tidy, hands and finger nails

should be clean, and the nails well manicured, Make-up needs to be carefully andintelligently used. All this helps to ensure that receptionist and other front office staff,

who are inconstant contact with guests, always looks well groomed and thus help to create

the right atmosphere.

LAY OUT OF FRONT OFFICE DEPARTMENT

IN DIFFERENT TYPES OF HOTELS

A well designed and laid front office can have a great effect on the efficiency and the well

being of the staff. The basic aims when planni9ng the front office should be,

Maximum customer contact without endangering the security of cash, keys, records and

information.

The minimization of effort in processing a guest stay from the original reservation to thepoint of departure


12/48

The flow of work involved should be reflected in the positioning of equipment, and the

various functions.

HOTEL ENTRANCE

The main entrance of a hotel must be easily identifiable and lead straight to the front desk.An entrance should be clearly defined and should provide a good view of the enterer. The

doors are usually of the revolving type or the magnetic type. The doors should be quite

large to facilitate to enter and leave the hotel building easily.

Hotel Lobby

This includes a waiting area leading to the reception. The cashier desk, information

counter, guest relations desk and lobby managers desk, which combines to do service to

the front office of the hotel, are located here.

The lobby also serves as an assembling point for guests. The reception desk should be

very noticeable to the lobby. The lobby should be attractive as it is the area from which aperson forms the first impression of the hotel. The entire construction and decoration

should be done, bearing in mind the extent and nature of traffic, appearance, cleaning,

maintenance, safety noise, comfort and cost.

The Front Desk Design Alternatives

Some

hotels

havecircular or


13/48

semicircular front desk structures. The circular desk encloses the front desk staff with its

counter. In a semicircular arrangement, there is normally a straight wall at the back of the

desk with a door leading to front office support services. Circular and semicircular desksallow greater service to more guests at the same time; they also tend to appear more

modern and innovative than the traditional straight desk. This design, however, presents

potential problems in the sense that guests can approach the desk from all angles, eventhough front office work a stations and equipment are situated in specific spots.

Some hotels have experimented with a lobby arrangement that includes no front desk atall. In a desk less environment, registration and room assignment may be handled at a

small table or personal desk in a low traffic area of the lobby. A concierge, receptionist,

or special guest services employee may serve as guest host. Although a guest host may

perform many of the same functions as a front desk agent, the r services is intended to bemore personal and informal. Guests often enjoy casual, seated registration instead of long

wait standing in line at a front desk counter.

The front office consists of two main areas.

Guest contact area.

This area consisting of reception, registration, cash desk, information & bell desk.

Reception Counter/ Desk

This section handles the selling of rooms to guests. It also handles allocations of rooms,

and amendments to guest stays. It maintains statistics and provides information to other

departments of the hotel as well. This department also opens guest bills, and variety ofother functions.

Cash Desk

All current guest bills are kept up to-date in this section. The guest vouchers ( credit bills)

are posted in to the appropriate guest accounts. This counter is usually portioned with

glass for security reasons. The cashier encashes foreign currency, receives payment fromthe guests, issue receipts for payments, maintains safe custody of guest valuables, handles

guest disbursements (paid outs)

Porterage and Information (Concierge)

This section handles guest luggage 9 incoming ,out going and mail) It undertakes various

services such as providing information, supplying newspapers, receiving and handlingma8il, paging guests, etc. Staff working in this area should be knowledgeable and should

have information such as railway time tables, flight schedules and road maps.

Backup area.


14/48

This area is consists of Telephone operators room, Front office managers office,

Reservations office, Baggage room, Safety deposits boxes

RESERVATION OFFICE SAFETY DEPOSIT BOXES

SAFETY DEPOSIT BOX

In house guest are advised by the management of the hotel to keep the valuable & money

in safety deposits boxes. In some hotels safety deposit boxes are kept in Front Office

managers office & some hotels in guests rooms. Safe in the room can be open with theguest secret number (PIN) only. Safes of the F/O can be open only. If the guest safe keys

& master key is used at the same time out.

FRONT OFFICE PERSONNEL AND ATTRIBUTES REQUIRED BY THEM

Hotel considers the following traits important for the successful performance of front

office work.

1. Professional Demeanor (conduct)

reports to work in time

has a positive attitude toward the job and the hotel

recognizes positive and negative aspects of the job

possesses maturity in judgment

appears businesslike

maintains control and composure in difficult situations

2. Congenial (friendly) Nature


15/48

Smiles readily

Exhibits cordial and pleasant behaviour

Is a people person

3. Helpful Attitude

Is sensitive to the guests needs Possesses a sense of humor

Responds and speaks intelligently

Demonstrates creativity

Practices good listening skills

4. Flexibility

Willing and able to accept a different work shift if necessary

Understands others point of view

Willing to try new ways of doing things: innovative

Works well with guests and hotel staff; a team player

5. Well-Groomed Appearance

Dresses appropriately: meets property standards for wear and care

of uniform, jewellery, and personal grooming

JOB DESCRIPTION OF THE RECEPTIONIST

POSITION TITLE: RECEPTIONIST

REPORTS TO: Asst. Front Office Manager / Snr. Receptionist

DUTIES & RESPONSIBILITIES

1. Registers guests and assigns rooms. Accommodates special requests wheneverpossible.

2. Assists in preregistration and blocking of rooms for reservations

3. Thoroughly understands and adheres to proper credit, check-cashing, and cashhandling policies and procedures.

4. understand room status and room status tracking

5. Knows room locations, types of rooms available, and room rates.

6. uses suggestive selling techniques to sell rooms and to promote other services ofthe hotel

7. Coordinates room status updates with the housekeeping department by notifying

housekeeping of all check-out, late check-outs, early check-ins, special requests,and part-day rooms.

8. possesses a working knowledge of the reservations department. Takes same day

reservations and future reservations when necessary. Knows cancellationprocedures


16/48

9. Issues of Room Keys

10. Knows how to use front office equipment

11. Processes guest check-outs12. Posts and files all charges to guest, master, and ledger accounts

13. Follows procedures for issuing and closing safe deposit boxes used by guests.

14. uses proper telephone etiquette15. uses proper mail, package, and message handling procedures

16. Reads and initials the pass-on log and bulletin board daily, Is aware of daily

activities and meetings taking place in the hotel17. attends department meetings

18. coordinates guest room maintenance work with the engineering and maintenance

division

19. Reports any unusual occurrences or requests to the assistant manager20. Knows all safety and emergency procedures. Is ware of accident prevention

policies

21. Maintains the cleanliness and neatness of the front desk area

FRONT OFFICE EQUIPMENT

In non-automated and semi-automated hotels, the layout of the front desk is centered on a

collection of mechanical racks and specialty requirement designed to produce, store, or

display front office forms. In a semi automated system, these racks are positionedbesides posting machines, cash register devices, and other pieces of equipment htat

facilitate front office task.

In a fully automated hotel, most of the machinery and other equipment is replaced by a

front office computer system. The following discussion of front office equipment applies

chiefly to semi-automated hotels.

Sample lay out of a front desk page 94,95

Room Rack

The room rack contains a summary of information about the current status of all rooms inthe hotel. A room rack slip or in some hotels, the guest registration card itself can be

inserted into the rooms rack to display guest information, room number, and room rate,The intent is that one glance at the room rack should immediately inform the front desk

agent of the occupancy and housekeeping status of all rooms. The room rack may also

contain information about room types, features, and rates. Front desk agent normally usethis information to match available rooms with guest requests during the registrations

process.


17/48

In a fully automated property , the need for a room rack may be eliminated. Equivalentinformation can be stored in a computer system and displayed on a front desk terminal

whenever needed.

Page 96 picture

Mail, message & key rack

A key rack is an array of numbered compartments used to store guestroom keys.

Historically, key racks were positioned so as to be visible to front desk agents and guests

alike. This arrangement permitted guests and front office staff to know the occupancy

status of a room by the number of keys present in its assigned slot. Key racks no longerare prominently featured at the front desk. Instead, they are often placed in front desk

drawers to help ensure the safety and security of guests by not disclosing occupancy

information.

To minimize the number of racks in the front desk area, hotels, may combine the key rack

with either the room rack or the mail and message rack. A combination mail, message,and key rack can be either a freestanding wall unit or an under- the-counter row of

compartments.

In a fully automated lodging property, a mail rack may be all that is necessary. The

function of a key rack may be performed by the master console of an electronic locking

system.

Reservation Rack

Front offices of non-automated and semi-automated hotels often use both advance andcurrent reservation racks. In an advance reservation rack, reservation rack slips or

registration cards are arranged by the guests schedule dates of arrival and within each

days grouping alphabetically by the guests or groups names. A current reservation rack isa portable subset of the advance reservation rack. Early each morning, the advance

reservation rack slips or registration cards for the days expected arrivals loaded into the

current reservation rack and taken to the assist in processing guests during registrations.

In a fully automated hotel, both advance and current reservation racks may be eliminated.

The equivalent information may be internally managed by the computers reservation

software and be accessible upon demand.

Information RackAn information rack is composed of two index listings of in-house guests,. One by the

guests last name and one by assigned room number, an information rack is commonly

used to assist front office employees wit proper touting of telephone calls, mail, messages,

and visitor inquiries. This information rack normally consists of aluminum slots designed


18/48

to hotel guest information slips. These slots can easily arranged and rearranged to fit the

immediate needs of the hotel

Front computer system eliminate the need for an information rack since guest name androom number date\a are easily retrievable through a computer system terminal.

Page 97 picture

Folio trays

If non-automated and semi-automated hotels, guest folios are stored in a front folio tray( or folio rack) and arranged in ascending order by guestroom number. Guest folios

remain the tray throughout the occupancy stage of the guest cycle, except when the are

used in posting transactions. Bothe the front office cashier and front desk agent are likely

to require access to folios stored in the tray .

A second folio tray is normally located in the hotels accounting office. This tray contains

the folios of departed guests being direct-billed or of guest who paid by credit card. Once

these accounts are settled, the folios are moved to a permanent storage location.In a computerized front office, the folio tray does not really hold the folio since it is held

electronically in the computer. The folio try may, however hold the completedregistration card, if appropriate, and imprinted credit card voucher for each resisted guest.

To facilitate check-out, folios may be printed in advance for those guests expected to

depart and filed in the folio try along with other documentation.

Account posting machine

Semi automated hotels that allow guests to charge purchases to their rooms use andaccount posting machine to post, monitor, and balance these charges. A posting machine

normally provides: a standardized means of recording transactions

A legible guest account statement

A basis for cash and deferred payment management

An analysis of departmental sales activity

An audit trial of charge purchase transactions

Fully automated hotels do not use account posting machines since their system relies on

electronic folios, not printed copies.

Voucher rack

For front desk that use an account posting machine, or in cases where no electroniclinkage exists between a point-of-sale terminal and the front desk, a voucher may be used

to support the posting of a transaction. Once the transaction is posted, the voucher may be

stored for verification during the audit process. Vouchers may be filed for future referencein a voucher rack located near the account posing machine

Cash register


19/48

A front desk Cash register is used to record cans transactions and maintain cash balances.

The front office cashier is primarily responsible for its operation and contents.

Today, computerized cash registers dominate the marketplace. Many specialized functions

can be built into a computerized cash register to facilitate close monitoring of

transactions. The cash register may also be connected with a front office computer systemto provide more complete control over financial transactions and folio handling.

Most computers based cash registers also include printing devices for producingtransaction tapes, sales receipts, imprinted vouchers, and inventory and price control

reports. Keys on a cash register may be used to;

Record the amount of transaction

Record the purpose of the transaction

Record the affected departments

Record the type of transactions

Record the identity of the cashier Record the amount tendered

Record the method of payment

TELECOMMUNICATION

There are many types of calls a guest may place during a hotel stay.Local calls Direct-dial long distance calls

Calling card calls Credit card calls

Collect calls Person-to-person callsBilled to- room-calls International calls

While all of these calls can be completed without operator assistance, guests some timesask front office staff for assistance in placing calls. In addition, a single call often fits into

more than one category of call. For example, a direct-dial long distance call could also be

a credit card call; a person to-person call could also be a collect call; a local call could be

to a internet service provider; and an international call could be a person-to-person creditcard call. For many types of calls the hotel can charge guests a surcharge for use of its

telephone technology.

A local callterminates within a local calling area and typically is billed on a per call basisrather than on a per-minute basis. The local phone company controls local telephone calls.

Hotels may charge guests on a per-call basis or offer unlimited local calling for a flat dailycharge. Some hotels do not charge guests for local calls .

Direct-dial long-distance calls are the most common calls hotel guests place. A on-distance call terminates outside the local calling area. Once a long-distance number is

dialed, it is distributed over the hotels telephone lines through the local phone company


20/48

office, which routes the call to whatever long-distance carrier the hotel selected to handle

its long-distance traffic.

Calling card calls are typically billed to a code number on a calling card issued by either a

phone company or by a private billing company. Calling card codes maybe a combination

of the cardholders area code and telephone number plus a multi-digit personalidentification number (PIN),or it may be a scrambled set of numbers unrelated to the card

holders telephone number. It is important to note that calling cards are not credit cards.

Whenever a calling card is used, the hotel does not bill the guest for telephone charges, bymay attach a surcharge or usage fee. The telephone company takes responsibility for

billing the call to the calling card account.

Many telephone companies accept credit cards such as Visa, MasterCard, and AmericanExpress as valid phone-charge cards. Call placement is similar to calling card procedures.

With collect calls, a guest first dials 0 and the full telephone number, then waits for a

telephone company operator. The guest informs the operator that the call is collect, to bebilled to the receiving party. The operator stays on the line and verifies that the receiving

party accepts the charge. Most telephone companies pay a commission to the hotel forcollect calls placed by guests. ( This is not available in Sri Lanka)

Person-to-person calls are not connected unless a specific party, named by the caller,verifies that he or she is on the line. This is and expensive call, but has no cost if the

requested party is not available, unlike credit card, collect, a person-to-person call is

charged to the number initiating the call.

Most hotel telephone system detects how the call is being placed ( direct dial, calling card,

etc) and then calculates a guest charge once the call is finished. The charge can then be

sent electronically to the hotel property management system for automatic charged to thehotel, not the guest, since the call goes through the hotel operator, in few minutes of the

end of the call. The hotel operator must then match the cost with the guest who placed it,

and have the front desk post the charge to the guests account (billed to the room)

International calls can be direct-dialed or placed with operator assistance. To direct-dial

an international call, the guest typically ideals an international access code, c country

code, a city code, and telephone number. Similar to long distance calls, the hotel bills theguest for direct-dialed international calls, while the phone company bills the guest for

calling card or credit card calls.

Guestroom Phones

Along with other telecommunications equipment, guestroom phones are increasingsophistication and capabilities. For example, guests can plug personal computers or

portable fax machines into guestroom phones supporting an input jack for connectivity,

many hotels provide two-line guestroom phones, so one line can accommodate an

electronic interchange while the guest talks on the other line. Other features found on


21/48

some guestroom phones include conference calling, caller ID , speed dialing, hold buttons,

call-waiting, hands-free speaker, voice messaging, and a message-waiting alert. Some

phone combines voice data, mail fax, and other technologies so guests can retrievemessages, order rooms service, receive written documents and pace wake-up call requests.

RESERVATIONS

The most important outcome of the reservations process is having a guestroom ready and

waiting when the guest arrives. This guestroom should not be just any room, but the best

meets the needs the guest expressed during the reservations process.

To achieve this outcome, hospitality operations must have efficient reservationsprocedures in place. Finely turned methods allow reservations agents to record and act on

reservation details, promote hotel services, and ensure accuracy. Reservations agent must

be able to respond in a quick, accurate, and pleasant manner. The time they spend on

paperwork, filing and other clerical tasks should be held to a minimum.

Processing reservations involves matching room requests with room availabilities;recording, confirming, and maintaining reservations; and producing management reports.

Reservation information is especially useful in other front office functions. For example,

with the information gathered during the reservations process, front office personnel canfinalize room assignments, initiate guest accounting and guest history files, and fulfill

guest special requests.

The activities associated with the reservation process.

Conducting the reservation inquiry

Determining room and rate availability Creating the reservation record

Confirming the reservation record

Maintaining the reservation record

Producing reservation reports

Automation of the reservations process provides accurate and current room and rate

information. Since room features are normally categorized within the rooms managementmodule, reservations agents can review room and rage information for a specific date.

Requests for specific room types locations, and special features can b immediately

acknowledge and quickly confirmed as part of the reservations process many reservation

systems enable reservations agent to assign specific rooms.

ROOM RESERVATION PROCESS

Guests would prefer to make reservations because of the assurance of accommodation at

their destinations. In addition to that, an assurance of food and drinks and other services

that the hotel provides plays an important part in room reservations. So does the price


22/48

factor assurance ie. (value for money), safety assurance and time savings in trying find

suitable accommodation on arrival at a destination.

Hotel point of vies

Hotel accept prior reservations, in order to maximize room revenue by getting the bestyield ( best possible occupancy at the best possible rates) on room occupancy. The ability

of the front office to plan, coordinate, a staff and organize activities can be improved by

an effective reservation process.

Types of reservations

Guaranteed reservationsA guaranteed reservation assures the guest that the hotel will hold a room until specific

time of the day following the guests scheduled arrival date. This time may be check- out

time, the start of the hotel day ( that is, when the night audit has been completed and the

books are closed for r the day), or any time the lodging company chooses. The guest, inturn guarantees to pay for the room, Even if it is not used, unless the reservation is

canceled according to the hotels cancellation procedures. Guaranteed reservations protectthe hotels revenues even in the case of a no-show a situation in which a guest makes a

reservation but does not register or cancel the reservation. Variations of guaranteed

reservations include:

Prepayment: a prepayment guaranteed reservation requires that a payment in full be

received prior to the guests day of arrival. From the perspective of the front office, this is

generally the most desirable form of guaranteed reservation.

Credit card

Major credit card companies have developed systems to ensure that participating hotelreceive payment for no-show through credit card guaranteed reservations. Unless a credit

card guaranteed reservation is properly canceled before a stated cancellation hour, the

hotel will charge the guests credit card account for the amount of the rooms rate; thecard company will then bill the card holder. Credit card guaranteed reservations are the

most

Advance depositAn advance deposit guaranteed reservation ( or partial prepayment) requires that the guest

pay the hotel a specified amount of money before arrival. The amount of an advance

deposit is typically large enough to cover one nights room rate and room tax. The pre arrival amount will typically be lager if the reservation is for more that a one-night stay If

a guest holding and advance deposit guaranteed reservation fails to register or cancel, the

hotel may retain the deposit and cancel the reservation for the guests entire stay. This isintended to ensure resort revenue incase the guest decides to depart earlier than scheduled.


23/48

Travel Agent

This type of reservation has become less common since both travel agents and hotel preferthe protection provided by credit card or advance deposit guarantees whenever possible.

Under a travel agent guaranteed reservation, the travel agent guarantees the clients

reservation. In the case of a no-show, the hotel generally bills the travel agency forpayment.

Corporate. A corporation may sign a contractual agreement with the hotel which statesthat the corporation will accept financial responsibility for any no-show business travelers

the corporation sponsors. A corporate guaranteed reservation involves a corporation

entering into an agreement with a hotel. Such contracts are often popular in business

center hotels with a large number of transient guests.

Non- Guaranteed reservations

In the case of a non-guaranteed reservation, the hotel agrees to hold a room for the guestuntil a stated reservation cancellation hour (usual 6 p.m) on the day of arrival. This type of

reservation does not guarantee that the hotel will receive payment for no-shows. If theguest does not arrive by the cancellation hour, the hotel is free to release the room,

meaning that it can add the room to the list of other rooms available for sale, If the guest

arrives after the cancellation hour, the hotel will accommodate the guest if room isavailable.

Reservation inquiry

A property receives reservation inquiries in a variety of ways. Reservation requests may

be made in person, over the telephone, in the mail, via facsimile or telex, through a central

reservation system. The reservation agent will collect the following information about theguests stay through a process known as a reservation inquiry. The reservations agent

should collect such information as the guests name, address, and telephone number,

company or travel agency name ( if applicable); date of arrival and date of departure; andthe type and number of people in the party, methods of payment or guarantee, and any

special requests.

Most of the information gathered during the reservation inquiry will be used to create thereservation record. Reservations can be made for individuals, groups, tours, or

conventions. A guest coming to the hotel as an individual and not part of a group is

typically referred to as a free independent traveler, or FIT. Reservations of personscoming to the hotel as part of a group may be handled differently form those of FIT

guests. For example, reservations for group members maybe filed under the groups name

rather than the guests individual names .In addition, groups reservation may receivespecial attention during pre registration activities

Reservation Form


24/48

ACCEPTING A RESERVAIONObtain the following information to be put on the reservation form

Name : clarify exact spelling

Address ;:full mailing address


25/48

Arrival date : verify the local time & date of arrival, with the time difference of

reservation originating country

Departure date : if uncertain, put down an approximate dateTimes of arrival : very helpful to anticipate high and low period of busyness in front

office and housekeeping

Means of transport :use full in determining that status of suspected no-shows. (eg;flight number)

Rate and plan : eg. Half board, full board

Reservation status : advance paymentlate arrival

Part of group booking

Special request : sea view, wheel chair, baby cot etc.

BOOKING DIARY

The second requirement of a good system, is to provide a record of advance reservationsarranged by date of arrival, is met by the bookings diary

Date ofbooking

Name No. ofperson

Length ofstay

Accommodationrequired

Terms Remarks Roomallocated

27-1 09 James Mr. K 1 3 N 1-B FB Arriving

late

117

7-2-09 Brown Mr/s G 2 1 N 1 studio R/O 224

13-2-09 Smith Messers 2 1 N 1 twin H/B 218

The main characteristics area) one or more pages are used for each day, with the dateprominently displayed at the top of the page. The pages are usually contained in a

binder (similar to a box file) from which past days page is continually removed so

that the current page is always first. New pages are inserted at the end, usually forsix months ahead.

b) When each reservation is made, it is entered in the diary on thepage devoted to the date of arrival. The amount of detail entered against each a

name varies for one hotel to another, The number of columns and details

mentioned in the daily may be reduced, or increased to suit the requirements of a

particular hotel

Whitney rack:

The Whitney rack serves the same purpose as a diary. It reduces transcription errors.

Reservation details are entered on the Whitney rack slip and placed in the rack under the


26/48

relevant date in alphabetical order. Different colored slips could be used to indicate

different types of reservations.

On the day of the arrival the rack containing slips for the day could be removed andbrought to the Reception.

RESERVATION CHARTS

Reservation charts fulfill the essential requirement of having an indication of allreservations received in advance for any day week or month, which would enable the

receptionists to find out the number of rooms sold and those free to be sold. There are two

types of charts., Conventional and Density , which are used in many hotels. Besides these,

there are many other types of reservation charts which are not as commonly used as above

THE CONVENTIONAL CHART

CHARACTERISTICSROOM

NO

01 02 03 04 05 ... ... 30 31

101 DBL

102 DBL

103 DBL

104 DBL

201 TPL

202 TPL

203 DBL

301 DBL

302 DBL

303 SGL

304 TPL

Mr.

Mr.

Perera

Kamal

Mr

Mr .

Jons

Swing

Mr. Dallas


27/48

The chart displays the hotel rooms umbers vertically and days of the month

horizontally.

Normally a separate sheet issued for each calendar month

Entries are made at the same time as entries made in the booking diary

Allocation of rooms also takes places at the time of entry

Allocation of rooms also takes places at the time of entry Chance arrivals are entered in the chart

Any extension or reduction f stay is also marked accordingly

ADVANTAGE OF THE CONVENTIONAL CHART:

Each and every reservation can be identifies, and an error can be traced on to

DISADVANTAGE OF THE CONVENTIONAL CART:

Difficult to figure out number of rooms available, at a glance

One or two nights stay is too short a period to clearly indicate on the chart, ininstances where long names are found

Allocations, re-allocations, cancellations and amendments make the chart look

untidy.

Operation of the chart becomes difficult as occupancy increases.

DENSITY CHART:

CHRACTERISTICS

The main feature of this chart is that the number of rooms available for a particular

day is indicated by a scale. Individual reservations are not identified in the chart

Different categories of rooms are grouped together.

The number of rooms available for each category is written in descending order

vertically.

The no. of days of the month are written horizontally.

At any given time the scale indicates the number of rooms available for sale on a

day for each category.

This is referred to by looking at the scale along the to most available space

DENSITY CHART


28/48

ROOM

NO

01 02 03 04 05 .. .. 29 30 31

DBL

5

4

3

2

1

SGL

10

9

8

7

6

5

4

3

2

1

TPL

3

2

1

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*

*


29/48

OPERATION

Entries are made in pencil

Entries in this chart are made by filling in the top most available space, first underthe relevant date.

Cancellations are effected by erasing the bottom most space filled on the

appropriate dates, under the relevant room category. Chance arrivals are recorded in the same manner as the extensions or reductions of

stay.

Thumb tacks are being used sometimes to indicate the date of bookings instead of

marking s on the chart

ADVANTAGE OF THE DENSITIY CHART

Able to figure out number of available rooms at glance

No. of re-allocation are less

DISACVANTAGE OF THE DENSITY HART

Individual reservations cannot be identifies, and therefore if a clerical error takesplace its virtually impossible to trace.

RESERVATION PROCEDURE

FLOW CHARTPage 94 ravi

CONFIRMING RESERVAIONS

Confirmation allow the hotel to verify a guests room request and personal information by

telephoning or by mailing a letter of confirmation. ie. (Standard letter / card or a computer

print out, or individually typed letter, or a photo copy of reservation form or a telex or afax) Ask for signed reconfirmation from the guest. In all correspondence Take care.

Correspondence accuracy reduces errors

REFUSING ( DENYING)

Never give any other reason than sold-out DO NOT STOP THERE! Because the

sales opportunity is still there Suggest alternate dates, types of rooms and rates

Suggest a waiting list

Suggest trying to find a room in a neighboring hotel ( which at least leaves a very

good impression of your helpfulness)


30/48

CANCELLATIONS

Even when care is taken during the reservation process, sometimes changes orcancellations in a reservation record are necessary.

Reservation clerks should adhere to hotel policies when receiving cancellations

A prospective guest who cancels a reservation in a way does a service to the hotel

as the room could then be released.

NO SHOW

A no show means failure of a guest who holds a confirmed reservation, to arriveon the due date.

Result of no shows

The room is held in vain, could have been sold ( eg. Walk-in guest)

Loss f revenue

Measures taken b hotels to protect themselves from no show

( release time ) impose time limits on to which a reservation will be held

Guaranteed bookings

Ask advance payment

Deposit

0over-booking- take more bookings than available rooms

GROUP BOOKINGS

A group booking takes place , when a group of people travelling together, books

accommodation in a hotel. The unique feature in a group booking is that they generally

require the same arrangements. Therefore hotel operation is simpler when, the clientele ismostly group guests.

Groups are of different types. Charter groups which bring in clients on a regular basis

(back to back) the groups that are not regular and convention groups.

TRAVEL AGENCIES

They are the main source of advance reservationsHotels have special discounted rates, for airlines and travel agencies. The discount

allowed to travel agents is referred to as the travel agents commission, which is usually

10% of room chares

Travel agencies use specially designed vouchers to inform hotels of the reservation detail.

These may sometimes be in duplicate, where the original is used as the hotel cop and the

duplicate is known as the confirmation copy. The confirmation copy is signed andstamped by the hotel and returned to the travel agent as confirmation.

Travel agencies also issue vouchers which are in triplicate with Reservation copy, Billcopy and confirmation copy. Reservation copy is for he reservation file and the bill copy

is for the for payment. ( to be submitted also with the guest folio) Confirmation copy is


31/48

signed and stamped and returned to the Travel agent, as in the previous situation for

confirmation.

It is important to pay attention to the details given in the voucher and record particulars in

the relevant records. If there is a commitment for payment, the voucher should be enteredin a register and handled in responsible manner.

FILING AND RETRIEVING RESERVAION COORRESPONDENCE

The efficiency of a reception office may be greatly improved or reduced by the method of

filing adopted.

The main requirement of a filing system is that the system should enable easy and quick

Reference to any particular reservation.

The first principle to be followed is to treat each reservations a separate case, and to keep

all documents relating to it, together.

There are two basic arrangements:

Alphabetical order

In alphabetical filing any particular set can referred to if the guests name is known. Thisis useful in dealing with enquires about future arrivals, since there is usually no other

record containing future arrivals arranged in alphabetical order.

The disadvantage is that sett s of documents relating to arrivals on a particular date are nottogether

Chronological order ( date of arrival)

If filing is arranged by date of arrival, sets of documents relating to ad days arrivals are

together, and are arranged alphabetically under each date. Any particular set can bequickly located only if the arrival date is known.

The disadvantage is that if a reservation enquiry is made, , the guest name is known and

not the expected date of arrival, then it is difficult to locate the documents

Filing system of a small hotel

1. Advance reservation files - contains all sets of reservation documents until guest

departure2. Past reservations files all sets of documents are moved to after guest departure

FILING SYSTEM OF A LARGE HOTEL


32/48

1. Enquiries - contains enquiries and any initial documents that remain

provisional usually the first letters from guests and copies of

replies by the hotel

2. Booking - Contains sets of documents, including the first letters of the

guests, copies of hotel replies, and subsequent letter of hotel replies,and subsequent letters of booking form guests and hotel

confirmations. Any documents of amendments & their

confirmations also would be included.

3. Days arrivals- contains sets of documents as above, but only those relating to

the days arrival .

4. Present guests - contain sets of reservation documents of current in-house guests

6. Past Reservation contains sets of reservation documents of past guests

7. Cancellations- contain sets of documents of any reservations that is cancelled.

8. No-show- contains sets of reservation documents of guests who fail to turn up onthe expected day of arrival

DEALING WITH SPECIAL REQUESTS

A special request is when a guest wishes to have something more than or different to whatis usually provided to them. eg. An extra need, a baby cot, special meals, flowers etc.

Whenever possible the special request should be accommodated in keeping with the hotel

policy. However, it should be remembered not to agree to those requests that you are

unable to fulfill. Do not give false promises, just to please a guest.

ARRANGING MEETING PROCEDURESThis relates to the arrangement of an airport pickup for a guest. In large hotels there may

be a specially designed form to be filled, authorized and handed over to the travel counter

for this purpose.

FORCASTING RESERVAION PATTERNS

Room reservation forecast is to predict the rooming situation in the future

The factors considered when forecasting Reservations:

Past occupancy records

Future trends in the industry

Country situation Special events in the area

Competitors strength

Estimated arrival figures given by authorities

There are two types of forecasts;long range forecasts


33/48

Short range forecasts

International Reservation Terminology

International Reservation Terminology helps to understand reservation details which are

common to any part of the world. It helps to communicate reservations quickly andaccurately.

LEGAL ASPECT OF RESERVAIONS

The reservation creates a binding contract and is enforceable by law. I f either prty

violates it the one suffering a loss could claim compensation. Certain conditions have to

be fulfilled before compensation could be claimed.

The room should have been empty on the days claimed

All necessary steps to re-sell the room should have been done, after the

cancellation or on the day after arrival No change should be in respect of meals prepared

In spite of the possibility of claiming compensation, the hotels do not go ahead forthe sake goodwill

They prefer to include a clause which entitles them to release the room after a

notified time

REGISTRATION PROCESS AND HANDLING CHECK-INS

Registration begins when the front desk agent extends a sincere welcome to the guest

A warm greeting sets the tone for everything that follows.

THE ART OF WELCOMING RECEIVING & REGISTERING A GUEST

The first impression is always a lasting one Therefore, when guests are received at the

hotel for the first time it is very important to create a good impression. When greeting

guests, a fitting phrase should be used. ie. Good morning, good afternoon, good

evening. (Some hotels give a flower, small perfume towel at the entrance to welcome the

guest.)

The person greeting a guest should also posses the right attitude, ie. He/she should besincere and be willing to serve. Consider the guests frame of mind too. He could be very

excited about his stay at the hotel, which is the beginning of a holiday that he was longing

for, during the whole year.


34/48

The guest could also be tired after a long journey or suffering from changes in climate or

irritated by something or someone on his way to the hotel. The receptionist should observe

the guest needs, also his moods, and respond accordingly. He should always maintain eyecontact. He also must be cheerful, be approachable, sympathetic, courteous and helpful.

Whenever possible guests should be addressed by name. The guest name could be knownto the receptionist, if they are repeat guests, He could also pick up the names of guests

with confirmed bookings, or when the bellman informs the name by looking at the

luggage tags.

It is necessary to find out whether the guests possess an advance reservation. If there is a

reservation, confirm with the guest the specific room requirements such as type of room

and rate, number of pax, length of stay, & any other relevant information.

The front desk agent moves into the registration process after determining the guests

reservation status.

From a front desk agents perspective, the registration process can be divided into sixsteps:

1. Preregistration activity2. Creating the registration record

3. Assigning the room and rate

4. Establishing the method of payment5. Issuing the room key

6. Fulfilling special requests

1. Preregistration activityThorough the reservations process, a guest provides nearly all the information needed

to complete registration. In other words, guests who make reservations will likely

experience a more rapid check-in.Preregistration activities ( registration activities that occur before the guest arrives at

the property) help accelerate the registration process. Guest can be preregistered using

the information collected by reservations agents during the reservations process.Typically, preregistered guests only need to verify information already entered onto a

registration card and provide a valid signature in the appropriate place on the

registration card.

Preregistration normally involves more than merely producing a registration card inadvance of guest arrival. Room and rate assignment, creation of a guest folio, and

other functions may also be part of the preregistration process.

Preregistration lends itself to innovative registration options. For instance, a hotelcourtesy van might pick up a guest arriving at the airport who has a hotel reservation.

The driver of the , equipped with appropriate information and forms, could request the

guests signature on a prepared registration car, imprint the guests credit card, andgive the guest a pre-assigned room key all before the guest arrives at the hotel.

2. Creating the registration record


35/48

After a guest arrive at the hotel, the front desk agent creates a registration record, a

collection of important guest information.

Registration card requires a guest to provide his or her name, address, telephonenumber, company affiliation ( if appropriate), and other personal data. Exhibit 1 shoes

a sample registration card. As this sample shows, some registration cards may include

a printed statement may be required by state law. The registration card usuallycontains a space for the guests signature. In some states, a guests signature is a legal

prerequisite to establishing a guest relationship with the hotel. In many states,

however, this requirement has been replaced by to other provisions, such asinternational establishment of credit by the guest at the time of registration.

REGISTRATION CARD


36/48

If there is no reservation, the guest is considered as a WALK-IN Guest. The following

information has to be obtained.

What type of room is wanted?

How many people are in the party?

What is their expect length of stay?

What rate is agreed?

The guests length of stay, type of room, meal plan, & mode of payment should be

confirmed with him/her. This avoids problems what may occur later.

Most guests are honest and intend to pay for all the services and goods they receive during

their stay. However, some are less honest and therefore most establishments expect guests

to prove their credit worthiness. The credit check is done either at registration time or

when the reservation is take,. If the reservation has been done by a party known to the


37/48

hotel, (travel agent, and company, organization or individual/s) then this problem is not so

serious

Information to guests during check in:

Explain to the guest how to find his room or call the porter to take him there.

Give some brief information about the hotel and its services

When directories of services are placed in the rooms mention this

Show your helpfulness, If you need anything or if you have any questions, please

dial so I can be of assistance.

Inform the guest about the companys policy towards walk-ins, like:

o Advance payment for one night or whole stay,

Once it is known, present a registration card politely to the guest along with a pen.

Other assistance if guest needs helping filling it. Eg. Guests with bags around their

shoulders or with babies or elderly guests who have difficulties in reading and/or

writing.

Once the guest has signed.

Verify the spelling and pronunciation of the guests name (thank you very much

Mr. Zwierxewicz: did I pronounce that correctly?)

Check the legibility of both the name and address

Fill in any hotel details, such as room number of guess, receptionists initial or

name, departure date and folio number ( if not already made out because the guesthas already made a reservation)

Stamp the date , time of registration ( optional)

In hotels with special luggage lifts the luggage may take different route to the guests, . In

such instances or when several guests check in at same time, some indication of the

number should be placed on each article. Whenever it is not being placed straight into thehands of a bellman to be taken up to the guest room. Tags, sticking label, or simply a

chalk marks are all methods used to identify the luggage.

HOTEL

ROOM NO:

BAGGAGE TAG


38/48

Exhibit 1.2 diagrams the flow of guest registration information to other areas and

functions of the hotel. The guests intended method of payment may determine theguests point -of -sale charge status. For example, guest paying cash in advance at

registrations likely to have a no-post status in the hotels sales outlets. In other words

the guest may not be allowed to charge purchases to a room account. A guestpresenting a credit card during registration may be allowed point-of-sale charge

privileges. The decision to give charge privileges to a guest usually depends on the

hotel of an acceptable method of credit at check-in.

Flow of guest registration information ( exhibit 1.2)

At check-out, the information captured on a guests registration card may be used as

the primary source for creating a guest history record. This record may them become

part of the data base to be used in the future by the hotels sales and marketing efforts.

ROOM

RACK SLIP

GUEST

FOLIO SLIP

INFORMATI

-ON RACK

SLIP

GUEST

HISTROY

RECORD

HOUSEKEE-

-PING

SCHEDULE

POS

CHARGESTATUS

REGISTRAT

-IONRECORD


39/48

3. Assigning the room and rateRoom assignment is an important part of the registration process. Room assignment

involves identifying and allocating an available room in a specific room category to a

guest. When the guest request is ambiguous, or when a room is unavailable in theguests in the guests preferred category, a front desk agent may conduct a survey of

all room categories to identify and acceptable available room.

On the basis of reservation information, specific rooms and rates may be pre-assigned

(before the guests arrival). Pre assigning a specific room depends on the room

forecasted availability status and how appropriately the room meets the guests need.

Room assignments are finalized during the registration process.DEALING WITH PROBLEMS / REALLOCATION OF ROOMS & EXPLANATION

OF HOTEL FACILITITES

All guest registrations do not take place smoothly as planned all problems are not similarand may need different remedies. The most common problems may be as follows.

Allocate room is not ready

Guest is not happy with the room

Allocated room is not yet vacant

Most often these problems could be solved by re-allocating the rooms. Re- allocating the

rooms. Re-allocation of rooms should take place only if it is absolutely necessary. Youmay follow certain steps to overcome a situation where a room is not ready. Re- allocation

should be form one type of room to another, or within the same type of room. A change

from one room type to another necessitates changes to reservation records and thereforeshould be done accurately.

The receptionist also has to play the role of a salesman. Knowing the facilities and

services of the hotel will give him/her the ability to describe these facilities to aprospective guest. At the time of registration (especially chance guests) and when

personally accompanying guests to rooms are ideal situations for them to carry out this

function.

But, the rate changes that, would occur when a guest changes from one type of room to

another, must be informed. This is necessary in order to avoid misunderstandings and

unpleasantness that would occur, during the settlement of room accounts.

ROOM STATUSEffective room and rate assignment depends on accurate and timely room status

information. Room status information is usually discussed along two time lines, in the

long term (beyond the present nigh)), a rooms readiness is described bits reservationstatus. In the short term, a rooms readiness is described by its housekeeping status, which


40/48

refers to its availability for immediate assignment. Knowing whether the room is

occupied, vacant, on-change, out-of-order, or in some other condition is important to

rooms management.

Changes in a rooms housekeeping status should be promptly communicated to the front

desk in order to maximize room sales. Maintaining timely housekeeping statusinformation requires close coordination and cooperation between the front desk and the

housekeeping department. A room status discrepancy occurs when the housekeeping

status information used by the front desk to assign rooms. Room status discrepancies canseriously affect a hotels ability to satisfy guest needs and maximize rooms revenue.

Room status discrepancies should be identified and resolved as quickly as possible.

At most hotels, the Receptionist is not authorized to assign a guestroom until the room has

been cleaned, inspected, and released by the housekeeping department. Even though aguest arriving early may have to wait for a room.

Room Rack

The front desk may use a room rack to track the current housekeeping status ofguestrooms. A room rack slip containing the guests name, departure date, room date, and

other information is normally completed during the registration process and placed in theroom rack slot corresponding to the room number assigned to the guest. The presence of a

room racks lip indicates that the room is occupied. When the guest checks out, the rack

slip is removed and rooms status shifts to on-change. On-change status indicates that theroom requires housekeeping services before it can be resold. As unoccupied rooms are

cleaned and inspected, the housekeeping department notifies the front desk which, in turn,

updates the rooms status to available-for-sale.

Room status discrepancies may also arise from delays in communicating housekeepingstatus information from the housekeeping department to the front desk. Communication

between the front desk and the housekeeping department may be spoken, written, or

conveyed by typewriter.

In hotels, receptionist is responsible for producing a daily front office report called the

occupancy report ( Rooming list) The daily occupancy report lists rooms occupied for thenight and indicates those guests expected to check out.. The executive housekeeper

receives a copy of this report early in the morning and schedules occupied rooms for

cleaning. The rooms occupied by guests expected to check out are usually cleaned last

since guests tend to use their room until just prior to departure. If these rooms are cleanedearly, they may have to be cleaned again. Checked-out rooms usually require more

cleaning time than Stayover rooms. IF a guest checks out before the stated departure date,

the front desk must notify housekeeping that the room should no longer be classified as anoccupied room.

The housekeeping department prepares a housekeeping status report ( housekeepers

report) based on a physical check of all guestrooms. This report indicates the currenthousekeeping status of each room. It should be compared with the front desk occupancy

report, and any room status discrepancies should be brought to the attention of the front

office manager. This process helps ensure that front desk agents work with an accurate

and up-to-date room rack, which is especially important when processing late check-ins.


41/48

Housekeepers Report

Computerized system:In a computerized room system, housekeeping and the front desk often have instantaneous

access to room status information. For example, when a guest checks out, the process of

settling the account in the computer automatically updates the room status to vacant and

on-change. Housekeeping, in turn, is alerted that the room needs cleaning through aremote terminal located in the housekeeping department. Room attendants then clean the

room and notify the housekeeping department when it is ready for inspection.

Housekeeping inspects the room and enters the rooms status into the computer system via

the housekeeping departments computer terminal or through the guestroom telephone ifthe hotel is properly equipped, This entry, in turn, updates rooms status information stored

in the front office computer

ROOM RATES

A room rate is the price a hotel charges for overnight accommodations. The cost structure

of the hotel dictates the minimum rate of a room and competition helps the hotel establish

its maximum rate.

Hotel Tariff Structures

Introduction

Room Charges & meal charges of hotels are usually incorporated in a list known as the

hotel tariff. In laymans words it is a price list. This becomes necessary and important to

those preparing the invoice based on the information on the registration cards.Per Room or Per Person

Prices of accommodation and of some hotel services may be formulated either on Per

Room or Per Person basis. In the former case, the bedroom is the unit of pricing, andthe hotel tariff gives prices for a single room, twin-bedded room, double-bedded room,

triple room and suites. These categories may be further subdivided for bedrooms of

different standard, location and other criteria.

Where a Per Person tariff is in operation, the guest forms the unit of pricing, and not

only meal prices but also accommodation prices are formulated and charged per guest.There may be differential pricing for children of different ages and also for different

standards of accommodation, but as distinct from the room tariff, prices are in the first

instant fixed for an individual guest as a unit of sale.


42/48

Prices for accommodation and individual hotel services may be either fixed or charged

separately or to a greater or lesser extent or combined under inclusive terms.

The simplest methods for separate charges, is to establish separate rates for

accommodation and other services and to charge them individually. Thus under a per

room tariff, the price of a single room would normally be the charge only for the roomfor one night. . All other charges would be debited to the guest as and when he incurs

them. Similarly, with a per person tariff, the price of accommodation would be for one

person for one night.

In hotels in order to offer guest different options, the hotels give them various

combinations in a price list. These combinations are standardized and are known by the

following terms.

They are commonly known as meal plans because the charges includes room and one or

all-main meals for the day.

European Plan (Room only)

This is solely based on room charges. More appropriate for guests in transient hotels. Ifany meals and drinks are consumed they will be charged separately to the guest folio.

Continental Plan (Bed & Breakfast)

This covers room charges and breakfast. Common in city hotels and airport hotels,

catering to transient guests, who are on short stay.

Modified American Plan

This includes room, breakfast and dinner. This is a modification of the American plan.This tariff is commonly found in resort/ holiday hotels

Half Board (Demi Pension)

This includes charges for the room, breakfast and either lunch or dinner. Common in

resort/ holiday hotels.

American Plan (En Pension)

This is an all-inclusive tariff. It includes charges for the room, breakfast, lunch anddinner.

Bermuda Plan

This includes charges for the room and early morning tea or coffee. Not common in hotels

in Sri Lanka.


43/48

4. Establishing the method of payment

Regardless of whether the guest intends to pay by cash, check, credit car, or otheracceptable method, the hotel should take precautionary measures to ensure payment.

Effective account settlement depends on the steps taken during registration to determine

the guests method of payment. The hotel of proper settlement or credit authorization atthe time of registration will greatly reduce the potential for unauthorized settlement and

subsequent collection problems.

CASH

Some guests prefer to pay guestroom charges during registration, in advance of

occupancy. As stated earlier, guests who pay cash for their accommodations at the time of

registration are typically not extended in-house credit.

Personal checks

Some hotels allow transactions to be paid by personal check, while others have a strict

policy against accepting personal checks.

Credit cardsCareful authorization and verification of credit cards are as important to front office a cash

flow as the precautions taken with any other method of payment. The front office usually

compiles a set of step is for processing credit card transaction. In addition, credit cardcompanies often require explicit procedures in order to ensure transaction settlement.

Hotels might also consider the following points when establishing a front desk policy for

handling credit cards

Expiration Date check the credit card expiration date.

On-line authorization-

After checking a credit cards expiration date, the front desk agent should make sure the

credit card isnt listed as stolen or otherwise invalid.

Invalid card

The card may appear to be invalid because it has been tampered with or the signature on

the credit card does not match the signature on the hotel registration card. Normally, it isappropriate for staff to politely request an alternate form of payment.

5. Issuing the room key

By issuing a room key, the front desk agent completes the registration process. In somehotels, a newly registered guest is simply handed a map of the hotel and guest room key.

For the security of both guest and the hotel, room keys must be very carefully controlled.

The theft, loss, or unauthorized duplication and use of guestroom keys threaten hotel

security.


44/48

For security reasons, the front desk agent should never announce the room number when

handing a guestroom key to the guest. The front desk agent can, however draw the guests

attention to the room number on the key.

If the hotel provides bell service, the front desk agent should ask whether the guest would

like assistance from a bellperson. If so, the front desk agent should introduce thebellperson to the guest, hand the bellperson the guests room key and ask him or to show

the guest to the room. On the way to the room, the bellperson might explain the special

features of the hotel and such things as restaurant locations, hours of operation. Locationsof emergency exits & procedures and other appropriate information. Once inside the

guestroom, the bellperson can explain the features of the room and should make the guest

comfortable, answer any questions, and hand the rook key to the guest.

6. Fulfilling special requests

Part of registration is making sure that any special requests made by guests are

acknowledged and acted on . For example, guests any have requested connecting roomsduring the reservations process. These rooms should be blocked in advance to ensure that

they are available when the guests arrive. It appears that the guests reservations requestswere not properly handled, the front desk agent should strive to satisfy the guests request

at registration. Other special requests may involve guestroom:

View.

Location.

Facilities.

Privacy.

Bad smell.

Security reasons. Noisy neighbors.

Health reason.

UPDATING ROOM CHANGE RECORDS:

When room change takes place a room change notification is circulated. Apart form the

room change notification the following records have to be amended to indicate the newroom number and other changes if necessary.

front office asian

Documents