mapple report

7/31/2019 Mapple REPORT

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TRAINING REPORT

ON

FRONT OFFICE

A Study of

MAPPLE EMERALDNEW DELHI

PROJECT REPORBY:

SUMIT TOMAR

ROLL NO

B.B.A (HM) 6TH SEM.

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INDEX

Acknowledgement

Certificate

Appraisal

Brief About the MAPPLE HOTEL

FRONT OFFICE DEPARTMENT:

i. Front office

ii. Front office section

iii. Hierarchy of front office

iv. Duties of front desk personnel

v. Guest cycle

vi. Check in / Check out procedure

vii. Register maintain in front desk

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ACKNOWELDGEMENT

As a part of the Three years degree course in Hotel Management , th

student have undergone an vocational training of 10 weeks, which is a tru

exposure to the actual functioning of the industry. This is the exact time to ge

acquainted with the facts of the industry and decide the area of professiona

interest.

I underwent my Industrial training at MAPPLE EMERALD, New Delhi was

wonderful experience as my earnest efforts and devotion paid excellen

results.

I express my profound gratitude for having selected me for the Industria

Training program. I would like to convey my thanks to the training Departmen

for having coordinated our Training well.

I would also thank my Institution and my faculty members without whom thi

project would have been a distant reality.

This report is a brief of the department I was exposed to during my trainin

Period. This is a collection and compilation of material of educative valu

gathered from the hotel.

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Mapple emerald is a celebration of spaces in many forms. In many way

spread over a sprawling 7 acres, Located 6 Kms from the cit

international airport is the latest jewel the Mapple crown.

Nestled between the throbbing city of New Delhi & the business hub o

Gurgaon. The hotel consists of two cream hued building surrounded b

lush green lawns .Enter a world of refined elegance & luxury. Revel in th

beauty of spaces.

The spaces in the 7 acre Mapple Emerald include 13 banqueting areas,

locales for outdoor functions, and 53 large rooms to suit the needs of

wedding families.A mere 10 minutes drive from the Indira Gandhi InternationalAirport the

hotels strategic location offers easy access from both New Delhi and

Gurgaon. Overall, the hotel is a complete destination for those on

business or leisure.

Sanjay Wadhwan, the CEO of Mapple Hotels, Palaces and Resorts

which operates 8 properties all over India: Mapple Emerald is the

perfect choice for hosts who want a simple wedding for less than 300

guests, or a big fat wedding with up to 2,000 guests. And in Delhi our

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destination offers conveniences like few others. Mapple Emerald has

opened at just the right timefor it caters to the Wedding needs of

affluent Delhiites, of which an increasing number live towards Gurgaon

side. And the fact that it is in Delhi makes it very accessible. Little

wonder, more and more Hospitality Entrepreneurs are exploring the

possibility of building spaces around Delhi, on the lines of Mapple

Emerald.

Location of the Mapple Emerald

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ACCOMODATION

1. Deluxe Room- 37 no. - 7,000 + taxes

2. Premium Room 15 no. - 10,000 + taxes

3. Suite 1 no. - 13,000 + taxes

Taxes : luxury tax- 10% , service tax -6.18%

Check in / checkout : 12 noon

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DINNING

THIS MULTI CUSINE RESTAURANT & COFFEE SHOP IS A GOURMETS DELIGHTS

WITH AN ASSORTMENT OF SCRUMPTION DISHES YOU WOULD ALWAYS WANT AN

ENCORE

IT SERVES THE CHOICEST VARIETY OF TEA WITH EXCITING FLAVORS LIKE

CHAOMILE , JASMINE ,LIME APPLE VANILLA AND MANY MORE . YOU CAN ALSO

SAVOR HEAVENLY PASTRIES ,CROISSANTS ,MERINGUES , DANISH, COOKIES ETC

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THE BAR IS A CONNOISSEUR PARADISE. RIGHT FROM EXOTIC MOJITO COCKTALIS

TO CAREFULLY AGED WINES AND THE FINEST SINGLE MALTS ,THE BAR SERVES

MANY HEADY CONCOCTIONS.

THE CENTRE IS EQUIPPED WITH THE FINEST FITNESS MACHINES .PERSONALIZED

AND CUSTOMIZED WORK OUT PROVIDED BY THE IN HOUSE INSTRUCTOR

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HOTEL FACILITES

Prime location set just 6 km from the airport

Parking space for up to 500 cars

53 luxurious deluxe rooms and suites

Business centre

Glorious lush green lawns

Open terrace party space

Exotic fine cuisine dining services

Fully equipped gymnasium

Concierge and transport facilities

Doctor on call

Foreign exchange assistance

Concierge & travel services

Room facilities

53 exquisite rooms including: Suite(1),Premium(15)& Deluxe(37) rooms

replete with modern amenities

Mini bar / tea coffee maker

Electronic safe

LCD

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Hi-speed internet

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FRONT

OFFICE

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At the hub of the hotel world is the

reception desk where most guest transactions take place. It is here that the

guest is received, registered and assigned a room. Information, mail

messages, complaints and room accounts are all dealt with here.

Therefore, to a large extent, the reception team is the key to an enjoyable and

problem-free stay for the hotel guest.

It is also the centre of attraction and money generation for the establishment

The front office department is the nerve centre, the hub and the heart of the

hotel.

Front office personnel have more contact with guests than staffs in other

departments. This is the department where the guest first checks in and

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finally checks out of the hotel. The front office is the main communication

centre. As it is the major revenue generating department, it is equipped with

staffs of good quality and personality.

The front office is the show window and hence it is furnished and maintained

with good furnitures and fittings. Front office is well designed in an orderly

manner. Regardless of how the hotel is organized, the front office is always

an essential focal point.

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DIFFERENT SECTION OF FRONT OFFICE

DEPARTMENT

1. Front Desk Concierge/Reception/Cashier

2. Business Center

3. Reservation

4. Bell Desk

Front Desk Section:

Is responsible for receiving the guest, registering of the guest, assigning of

room and room keys and remote controls for television and air conditioners if

such services are available and assistance to the guest during their stay.They are also a source of information for government offices.

Concierge Section:

Provides information about the hotel, its services and amenities, city, town,

country, travel and transport, banks etc.

They can also handle the guest luggage and bags if the hotel does not have

the bell desk section. The receiving and distribution of mail and message

packets, news papers and magazines in the early mornings to guest room are

also attended to. In addition, it may also handle the hiring of the car and

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booking of air tickets and other transportation facilities if there is no trave

desk in the hotel.

Cashiering Section:

Is responsible for maintaining and recording guest accounts and bills and

folio of guest and either cash or credit settlement of guest folios at the time of

departure.

Business Center:

Serve the guests with laptops, internet, mobiles, facsimile, LCD projectors,

and photocopier and also on request secretarial facilities. This is the latest

addition in the large and medium sized hotels, in line with the electronic era.

Reservation Section:

Is responsible for booking of rooms in advance. It is responsible for the

receiving of the room requests, reservation analyzing and documentation ofthe room requests received.

This section of the department depends upon the size of the hotel; if the hote

is small sized there may be not be a separate section for reservations. This

section is mostly found in mid sized and large sized hotel.

Bell Desk:

Is mainly responsible for luggage handling of the guests. It consists of group

of uniformed staff for guest services. This section is maintained separately in

large hotels only.

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HIERACRY OF THE FRONT OFFICE DEPARTMENT

DUTIES AND RESPONSIBLITIES OF THE FRONT

OFFFICE PERSONNEL19

Corporate Owner

General Manager

Front Office

Front Office

Front Office

Bell Boy


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Front Office Manager

Front Office manager must be a skilled planner who channelizes the various

resources viz. people, money, time, work methods, materials, energy and

equipment to suit the objectives of the property. He should maintain cordia

relationships between the front office and other hotel divisions and

departments by encouraging communication between all areas o

responsibility.

Basic Function: To supervise all front office personnel and ensure

proper completion of all front office duties.

Duties & Responsibilities:

1. Evaluate and decide the need of personnel in the department.

2. Participate in the selection of front office personnel.

3. Train and update staff skills.

4. Schedule the staff duties.

5. Supervise and help workloads during shifts.

6. Evaluate the job performance of each front office employee.

7. Maintain working relationships and communicate with all departments.

8. Maintain master key control.

9. Check room status

10. Resolve guest problems quickly, efficiently and courteously

11. Update and monitor group information and requirements.

12. Review credit limit report.20


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13. Enforce all cash-handling, other modes of payment and credit policies.

Front Desk Agent

Also designated, as Receptionist or Front office Assistant in some

hotels is the first person a guest sees on entering the property and the last

person the guest sees on leaving.

Basic Function: To assist guests in all front office-related functions in an

efficient, courteous, and professional manner that maintains high standards of

service and hospitality.

Duties and Responsibilities:

1. Register guests and assign rooms; accommodate special requests, if

possible.

2. Assist in pre-registration and blocking of rooms for reservations.

3. Thoroughly understand and adhere to proper credit, other modes of

payment, cash handling policies and procedures.

4. Know room status, locations, types and rates.

5. Use suggestive selling techniques to sell rooms and to promote other

services of the hotel.

6. Coordinate rooms status with housekeeping department; notify all check-

outs, early check-ins, special requests etc.

7. Take reservations, modify or cancel as requested.

8. Post and file all charges to guest, master and city ledger accounts.

9. Handle issuing and closing of safe deposit boxes for the guests.

10. Read, maintain and pass-on log and bulletin board at each shift.21


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11. Coordinate with engineering and maintenance division for guest room

maintenance.

12. Know all safety and emergency procedures, accident prevention policies.

13. Report any unusual occurrences or requests to the manager.

Reservation Agent

Normally found in larger hotels, in smaller hotels Front office agent

handles this job.

Basic Function: To handle all future reservations, matching the needs of the

guests with the hotel.


1. Process reservations by mail, telephone, telex, cable, fax or centra

reservation system referral.2. Process reservations from the sales office, other hotel departments and

travel agents.

3. Know the type of rooms, location and layout, status, rates, package plans,

benefits etc.

4. Maintain reservation records by date and time of arrival and alphabetica

listings.

5. Process cancellations and modifications.

6. Prepare letters of confirmation and communicate to the prospective guest /

representative.

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7. Know the hotels policy on guaranteed reservations and no shows.

8. Process advance deposits on reservations.

9. Prepare expected arrival lists and communicate reservation information for

front office.

10. Assist in pre-registration activities when appropriate.

11. Promote goodwill by being courteous, friendly and helpful to guests,

managers and fellow employees.

Switchboard Operator

They are heard by the guest but are rarely seen. They represent the hote

through their voice on the phone. They build a very significant image of the

hotel to a prospective guest. The work has drastically changed due to the

electronic age, but the basic voice assistance is always a warm welcome. In

smaller hotels Front office agent handles this job.

Basic Function: Receives and directs incoming and outgoing calls to

individual guests, staff, or departments.


1. Answer incoming calls.

2. Direct calls to guestrooms, staff, or departments through the switchboard

or PBX system.

3. Place outgoing calls.

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4. Receive telephone charges from the telephone company and forward

charges to the front desk for posting.

5. Take and distribute messages for guests.

6. Log all wake-up call requests and perform wake-up call services.

7. Provide information about guest services to guests.

8. Answer questions about hotel events and activities.

9. Provide paging services to hotel guests and employees.

10. Know what action to take when an emergency call is requested or

received.

11. Be aware of all the emergency service nos. and systems relating to the

same.

Front Office Cashier

Basic Function: Guest accounting tasks require efficiency and accuracy. The

tasks of the front office cashier center on the guest accounting cycle. The

front office cashiers post revenue center charges to guest accounts. The

hotels revenue centers communicate information on charge purchases to the

front desk.

Cashiers then post these charges to guest accounts to ensure that the

charges will be settled at checkout. Where computerised systems are

installed, the Point of Sale operations are directly posted to the Guest Ledger

whenever the guest utilises a particular service. The cashiers also receive

payment from guests at checkout.

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They coordinate the billing of credit card and direct-billed guest accounts with

the accounting division. The cashier at the close of each shift balances al

guest accounts. They also manage safe deposit boxes / lockers, variety of

banking services including foreign exchange. In smaller hotels Front

office agent handles this job.


1. Operate front office posting equipment/ system.

2. Obtain the house bank and keep it balanced.

3. Complete cashier pre-shift supply checklist.

4. Take departmental readings at the beginning of the shift.

5. Complete guest check-in and checkout procedures.

6. Post charges to guest accounts.

7. Handle Paid-outs (VPO).

8. Transfer guest balances to other accounts as required.

9. Settle guest accounts in cash, credit card, Company account by

transferring balances to the respective ledgers.

10. Post non-guest ledger payments.

11. Make account adjustments.

12. Balance departmental totals and cash at close of shift.

13. Manage safe deposit box/ locker.

Uniformed Bell Service Staff

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Basic Functions: Meeting, greeting and escorting guests to their rooms and

also the reverse of it i.e. escorting guests from their rooms to the front desk,

to their means of transport etc. They also do errands, handle messages and

page guests. They also act as the eyes and ears of the hotels since they are

strategically stationed and also make trips to many floors and rooms. Work

closely with the front desk staff, room service employees and other hote

personnel in providing guest assistance with luggage, transportation and

miscellaneous needs.


1. Maintain a good personal appearance at all times. Wear the standard

uniform and name tag.

2. Escort guests to and from their rooms if required and also assist in carrying

their luggage.

3. Keep the lobby directory up to date.

4. Watch for any unusual persons or activities and report them to

management.

5. Transport hotel guests to and from the airport on request. Keep limousines

and other hotel vehicles clean and in top running condition.

6. Maintain an orderly, secure checkroom for guests.

Concierge

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Basic Functions: They are specialized in assisting the guest regardless of

whether inquiries concern in-hotel or off-premises attractions, facilities

services, or activities. Must provide concise and accurate directions; make

reservations for flights, theater or special events, obtain tickets, organize

special functions such as VIP cocktail receptions and arrange for secretaria

services, if needed. In smaller hotels Front office agent handles this

job.


1. Develop a strong knowledge of the hotels facilities and services and of the

surrounding community.

2. Provide guests with directions / information to attractions or facilities in or

outside the property.

3. Make guest reservations for air or other forms of transportation when

requested; obtain necessary itinerary and tickets.

4. Make guest reservations for the theater and other forms of entertainment

when requested, obtain necessary tickets and provide directions to facilities.

5. Organize special functions as directed by management.

6. Arrange secretarial and other office services.

7. Coordinate guest requests for special services or equipment with the

appropriate department.

8. Check with roomed guests periodically to ascertain if they have any special

needs.

9. Handle guest complaints.

Night Auditor

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Basic Functions: Must be skilled record keeper since the job requires him to

track room revenues, occupancy percentages, and other front office operating

statistics and prepare, a summary of the financial performance for the day.

He is basically an employee of the accounts division. Has to verify all account

postings and balances made during the day by front desk cashiers and

agents. In some properties, he may also act as front desk agent

during the night.


1. Post room charges and taxes to guest accounts.

2. Process guest charge vouchers and credit card vouchers.

3. Post guest charge purchase transactions not posted by the front office

cashier.

4. Transfer charges and deposits to master accounts.

5. Verify all account postings and balances.

6. Monitor the current status of coupon, discount, and other promotiona

programmes.

7. Track room revenues, occupancy percentages, and other front office

statistics.

8. Understand principles of auditing, balancing and closing out accounts.

9. Know how to operate posting machines, other front office equipment and

computers.

10. Understand and know how to perform check-in and checkout procedures.

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COMMUNICATION WITH OTHER DEPARTMENTS

Marketing and Sales Department

The marketing and sales department relies on the front office to provide data

on guest histories, details concerning each guests visit. Some of the

information gathered is based on zip code, frequency of visits, corporate

affiliation, special needs, and reservations for sleeping rooms.

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It is also the front offices job to make a good first impression on the public, to

relay messages, and to meet the requests of guests who are using the hotel

for meetings, seminars, and banquets.

The guest history is a valuable resource for marketing and sales, which use

the guest registration information to target marketing campaigns, develop

promotions, prepare mailing labels, and select appropriate advertising media.

The front office staff must make every effort to keep this database current and

accurate.

Housekeeping Department

Housekeeping and the front office communicate with each other about

housekeeping room status, the report on the availability of the rooms for

immediate guest occupancy.

Housekeeping room status can be described in the following communication

terms:

Available Clean, or Readyroom is ready to be occupied

Occupiedguest or guests are already occupying a room

Stay overguest will not be checking out of a room on the current day

Dirty or On-Changeguest has checked out of the room, but the

housekeeping staff has not released the room for occupancy

Out-of-Orderroom is not available for occupancy because of a mechanica

malfunction.

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Housekeeping and the front office also communicate on the details of

potential house count (a report of the number of guests registered in the

hotel), security concerns, and requests foramenities (personal toiletry items

such as shampoo, toothpaste, mouthwash, and electrical equipment). These

issues are of immediate concern to the guest as well as to supervisors in the

hotel.

Guest requests for additional or special amenities and guest room supplies

may be initiated at the front desk. The prompt relay of requests for extra

blankets, towels, soap, and shampoo to housekeeping is essential. This is

hospitality at its best.

Food and Beverage Department

Communication between the food and beverage department and the front

office is also essential. Some of this communication is conveyed by relaying

messages and providing accurate information on transfers, which are forms

used to communicate a charge to a guests account.

Communication activities also include reporting predicted house counts, an

estimate of the number of guests expected to register based on previous

occupancy activities, and processing requests forpaid-outs, forms used to

indicate the amounts of monies paid out of the cashiers drawer on behalf of a

guest or an employee of the hotel.

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In a hotel that has point-of-sale terminals, computerized cash registers that

interface with a property management system, information on guest charges

is automatically posted to a guests folio, his or her record of charges and

payments.

When a hotel does not have point-of-sale terminals that interface with PMS

point-of-sale terminals, the desk clerk is responsible for posting accurate

charges on the guest folio and relies on transfer slips.

Also, the night auditors job is made easier if the transfer slip is accurately

prepared and posted. The front office manager should work with the food and

beverage director in developing standard operating procedures and methods

to complete the transfer of charges.

Banquet Department

The banquet department, which often combines the functions of a marketing

and sales department and a food and beverage department, requires the

front office to relay information to guests about scheduled events and bill

payment.

The front desk staff may also provide labor to prepare the daily

announcement board, an inside listing of the daily activities of the hote

(time, group, and room assignment), and marquee, the curbside message

board, which includes the logo of the hotel and space for a message.

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Since the majority of banquet guests may not be registered guests in the

hotel, the front office provides a logical communications center.

The daily posting of scheduled events on a felt board or an electronic bulletin

board provides all guests and employees with information on group events

The preparation of the marquee may include congratulatory, welcome, sales

promotion, or other important messages. In some hotels, an employee in the

front office contacts the marketing and sales department for the message.

ControllerThe controller relies on the front office staff to provide a daily summary of

financial transactions through a well-prepared night audit. This information is

also used to measure management ability to meet budget targets. Since the

front office provides the controller with financial data for billing and

maintenance of credit-card ledgers, these two departments must relay

payments and charges through the posting machine or property management

system.

Maintenance or Engineering Department

The maintenance or engineering department and front office communicate on

room status and requests for maintenance service. Maintenance employees

must know the occupancy status of a room before attending to plumbing

heating, or air-conditioning problems.

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If the room is reserved, the two departments will work out a time frame so the

guest will be able to enter the room or be assigned to another room.

Cooperative efforts produce the best solutions to sometimes seemingly

impossible situations. depicts the essential communication and planning by

departmental managers to provide guest services at a time that will not

interfere with delivering hospitality.

Likewise, the requests from guests for the repair of heating, ventilating, and

air conditioning units; plumbing; televisions; and other room furnishings are

directed to the front desk. These requests are then communicated to the

maintenance department. The front desk clerk must keep track of the repair

schedule, as guests want to be informed of when the repair will be made.

Security Department

Communications between the security department and the front office are

very important in providing hospitality to the guest. These departments work

together very closely in maintaining guest security.

Fire safety measures and emergency communication systems as well as

procedures for routine investigation of guest security concerns require the

cooperation of these departments.

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Human Resources Management Department

The human resources management department may rely on the front office

staff to act as an initial point of contact for potential employees in al

departments. It may even ask the front office to screen job candidates. If so,

guidelines for and training in screening methods must be provided.

Some directors of human resources management depend on the front office

to distribute application forms and other personnel-related information to job

applicants. The potential employee may ask for directions to the personne

office at the front desk.

The human resources management department may also develop guidelines

for the front desk clerk to use in initially screening candidates.

For example, the guidelines may include concerns about personal hygiene,

completion of an application, education requirements, experience, and

citizenship status. This information will help the executives in the human

resources management department interview potential job candidates.

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GUEST CYCLE /RESERVATION / REGISTRATION

RESERVATION

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Reservation is the activity of booking the room in advance for a prospective

guest. The process of reservation includes conduct the reservation enquiry,

determine room and rate availability, create the reservation record, confirm

the reservation record, maintain the reservation record and produce

reservation reports.

Reservations are of many types, viz. prepayment guaranteed reservation,

credit card guaranteed reservation, travel agent guaranteed reservation

voucher or miscellaneous charge order, corporate guaranteed reservation

non-guaranteed reservation, tentative / provisional reservation, etc.

TYPES OF RESERVATIONS:

1. GUARNANTEED Reservation:-

In the guaranteed reservation the hotel assures the guest that the require

rooms shall be blocked after confirmation. Under this, the hotel agrees t

hold a room for a specific time of reservation following the scheduled da

of arrival. Usually the guaranteed reservation, the advance deposit is sen

through the various modes of payments for the anticipated charges fo

which the booking of the room has been requested. Thus the room

revenue is secured even in the case of no show.

2. CONFIRMED Reservation:-

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When the reservation is confirmed under the nonguaranteed reservation

the hotel agrees to hold the room until the reservation cancellation hour (

p.m.) on the day of arrival. After the cancellation hour, the room is release

and the reservation gets automatically cancelled.

3. TENTATIVE Reservation

RESERVATION CONFIRMATION

The hotel should communicate with guests by telephone, telex, mail, or e-mai

a Letter of Confirmation, which confirms the important points of the

reservation agreement. This letter might be shown at the registration process

in order to accelerate the pace of registration and to prove that the guest has

the right to have a room at the hotel.

The Hotel shall send a confirmation letter to all reserved potential guests,

whether their reservations are guaranteed or nonguaranteed. Below are the

main points that should be communicated in a confirmation letter:

o Name and address of the guest

o Date and time of arrival

o Room type and rate

o Length of stay

o Number of persons in a group, if any

o Reservation type [guaranteed or not]

o Reservation confirmation number

o Special requests, if any.

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REGISTRATION

Registration is a mandatory requirement that all guests over the age of 16

years irrespective of Indian or foreigner, ordinary personnel or VIP

Regardless the size of the hotel, be it small or large guests, must provide

basic information about them and fill up either a visitors register / hote

register. The register may be a Red Book / form or a card also called G.R.

Card (Guest Registration Card). The guest has to fill in the form and attest his

signature. This agreement between the hotel and the guest is known as a

simple contract.The registration process involves several steps which include:

Collection of information, assigning right room, providing billing

information, sale of rooms and completion of check-in.

A typical registration record includes guest name and surname, gues

address and telephone number, company affiliation (if applicable), expected

arrival date, planned departure date or length of stay, required room rate,

required room type, room number, method of payment, special requests (if

any) and signature of the guest.

Three methods are used for registration by hotels, viz. bound book, loose leaf

register and individual registration. These registrations include manuasystem, semi-automatic system, automatic system and express check-in

system.

The common methods of payments accepted by hotels are cash, cheques

credit card, direct billing and special programs. With the issuing of room key,

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the registration process gets to an end. The Front Office Department shall

watch for special requests by guests and try promptly to satisfy them. Guests'

requests are usually grouped under categories such as room type, bed type

location, view and amenities.

Methods of Payment

Guests, at the registration stage, shall communicate or confirm their intended

method of payment. Below are the common methods of payments accepted

by hotels:1. Cash Guests intending to settle their accounts by cash shall have no in-

house charge privileges and, hence, all their purchases should be paid in

advance (i.e. PIA status), which means that as guests purchase any kind of

service or product, they shall pay for it immediately. In accordance to cash

payment, registration clerks shall prepare lists of PIA guests and

communicate them to all Point of Sales outlets. On the other hand, paying

immediately might not suit some guests (even though intending to settle their

accounts by cash), that's why hotels might give guest charge privileges, on

condition that they provide an imprint of a valid card or an approved direct

billing privilege at registration.

2. Personal Cheques

Very few hotels still accept personal cheques as a method of payment due to

the high probability of fraud associated with this method. In fact, in order to

accept personal cheques, most hotels necessitate that these cheques be

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supported by a credit card with a cheque-cashing guarantee, that the amount

to be cashed against cheques shall be within the hotels established limit, and

preferably accept personal cheques only during standard business hours

where banks are open. If personal cheques are to be accepted, front

office personnel shall imprint the credit card on the backside of the guest

personal cheque and record the Guest ID card or driving license certificate

along with the guests address and telephone number on the face of the

cheque.

3. Credit Cards

Nowadays almost all the mid-sized and large hotels have credit card

machines. Credit cards have become a preferable method of payment for

guests and hotels. The guest credit card is swiped on the spot and the

amount credited to the hotels account.

4. Special Programs

Special programs are any form of vouchers, coupons, or any special

incentive awards received from businesses, airline companies etc. guests

provide personal and financial information by filling-in the form and / or

answering the questions. The information collected is recorded in a register or

computer for providing better service to the guests.

Guest accounting:

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Means what is the amount that need to be received and what is the amount

paid by the guest. To have updated information of accounts, it is important to

have an efficient system of amount collection from the guests.

Systems such as manual, semiautomatic or fully automatic system may be

adopted depending upon the size and type of the hotel. The objective of the

guest accounting procedures is to maintain accurate and up-to-date guest

accounts, to ensure that payment is received promptly and in full and to

provide management with accurate and up-to-date financial reports.

Security:

Security of guest and their property is of great concern for the hotel. The hote

should have proper security system to protect the guests and the staffs,

buildings, equipments, appliances and also the belongings of the guests suchas luggage, vehicle and sometimes pets.

There are two types of security threats hotels are concerned with, viz. threats

that might affect a guests health, comfort or well being, and threats that affect

the hotel directly, in particular its fixtures and fittings, its revenue and its

reputation. Therefore, it is important for the hotel management to select a

reputable and reliable that system and agency or agencies which will provide

adequate protection against all such threats which will create problem for the

hotel.

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Security can be classified under physical aspects, security of persons (guest

and staff) and security of systems. The physical aspects of security can

further be subdivided into internal and external.

Security aspects of persons can further be subdivided into staff and guests.

Security aspect of systems in hotel is equally important to physical and

persons security. The objective of such security is to safeguard the assets of

the hotel. One of the major threats is that of fire. The Front Office

Manager must always have a watch on the fire detection systems,Fire containment provisions, escape procedures and fire-fighting

Equipment of the hotel. Apart from the above, the hotel must provide

safety and security from terrorist attacks, threats on privacy, threats on

guests property, confidence tricksters or conmen, misbehaving guests /

staffs, theft, skippers or runners and immoral activities.

POLICIES AND PROCEDURE

CHECK IN / CHECK OUT TIME43


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1200 noon

POLICY STATEMENT

The purpose of this policy is to anticipate guest arrival to avoid inconvenienc

and to turn around rooms in time for new arrivals.

PROCEDURES

1. If guest is due to arrive at the hotel prior to the check in time you wil

need to advise that rooms are available for 1200 noon on the day of arrival

If rooms are available on the morning of arrival, we will certainly

accommodate the guest immediately.

2. If guest wishes to guarantee his reservation prior to this time,he may like

to pre register the booking.

3. Again allow housekeeping time to clean rooms for arriving guest(check

out time is 12noon)

4. In case of walk-In guest one day advance to be collected from the guest

5. In case the occupancy is below 70% late checkout can be authorized by

any front desk personnel keeping in mind the following.

I. Up to 1330hrs - no charges

II. 1330-1600- half day charge

III. Beyond 1600- full day charge

The front desk team should always be flexible with late check outs an

use their discretion to extend even these guidelines by one hour or so i

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case of regular guest, such acts build on loyalty and goodwill for th

hotel.

6. Instance where the guest is insistent of an extension beyond these

guidelines should be immediately and politely referred to the assistant

Manager.

7. From time to time, VIP guest may be extended a late check out no

charge. This will usually be indicated on the folio, however, if not you will

need to make a decision based on availability. Unless the hotel is booked to

capacity, or the suite has been allocated for another arrival late checkout

should be extended at no charge.

FOREIGN EXCHANGE

Registered guests of the hotel can cash foreign currency in accordance to th

policy and procedures set by Mapple Emerald.

REGISTER MAINTAIN IN FRONT

OFFICES DEPARTMENT

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1. Log Book

2. Guest registration Card

3. Reservation Card

4. Encashment Register

5. Miscellaneous Voucher

6. Wake up call Register

7. Arrival and Departure Register

8. C form

9. Inter office use ( IOU)

10. Paid out Book

11. Allowance voucher

Conclusion46


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Needless to say that this experience was a highly enriching aneducative one as I went on form one department to another anmet and got the opportunity to train under several highly respectesenior professionals. I learnt that every individual is different anthat everyone has something unique to offer.

I learnt that job has its nuances and its value and that no job isuperior to the other. I learnt that on needs to constantly improvand improvise..as a budding professional and as a humabeing. I will always look back at the time spent here with fondnesand with pride.

This is all about my project based on research. I have gone througseveral journals, magazines and project reports.

A special thanks to Mapple Emerald website and staff.

mapple report

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