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FRONT OFFICE PROCEDURES

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PICTURE

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REGISTRATION PROCESS Is arguably the most important part of the hotel experience for a guest. It is during this time that lasting impression are made. It has been said that 75% of a guest total satisfaction with a hotel is determined during this process The 1st impression is very important. Always with an eye towards total guest satisfaction, the initial greeting begins the process of establishing a favorable impression of the hotel. It is the FRONT DESK who looks after the registration of hotel guest and serves as communication and information center.

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Daily Arrival List Guest with confirmed reservation shall be listed in the Daily Arrival List. This documents shall be prepared List. by the reservation clerk a day before guest arrival. arrival. A copy shall be provided to the Front Desk for their reference in attending to a guest registration

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SIGNING PRIVILEGE Signing privilege is the hotels incentive to their loyal clients which means they can enjoy the hotels facilities and amenities in fixed price or discounted rate. A guest without signing privilege shall be required to pay in cash. They are categorized as cash basis. All consumption or availment of hotel services shall be paid in cash. The desk clerk must discreetly explain to the guest the hotel policy and directs him to the front office cashier for the required deposit.>> 0 >> 1 >> 2 >> 3 >> 4 >>

The guest is told that he will not be able to sign chits. Should a guest wants to be able to sign against his account, additional deposit is required. The desk clerk shall alert all concerned sections about billing arrangement for said guests. He/she shall alert Telephone exchange All food and beverage outlets Room service Laundry service

A guest account folio is stamped Cash Basis for the information of the front office cashier.>> 0 >> 1 >> 2 >> 3 >> 4 >>

If a deposit has been made, the Front Office cashier will refund any unused deposit but the guest must present the official receipt and surrender the room key. Pay out voucher is signed by the manager on duty. In special cases, a guest maybe removed from the cash basis-list if he/she has been granted a signing privilege by the general manager or resident manager.

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GUEST CLAIMING RESERVATIONS1. When there are no rooms available, and guest meets the above qualification, the clerks will inform the manager to advice the guests of the situation and apologize. apologize. 2. The manager/supervisor will then obtain a reservation for the guest in one of the hotels in the approved list. The guest must however be list. advised that this is a relocation reservation. reservation.>> 0 >> 1 >> 2 >> 3 >> 4 >>

3. Determine if the guest will required more than one night accommodation. If so, ask if he wants you to accommodation. hold a reservation for him in the hotel the following day. day. If the guests agree, give him a card and ask him to notify the hotel once he is ready to move back. back. Arrangement transportation for him if possible(complimentary)

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AMENDMENTS IN RESERVATIONS/CHART FORMS In the case of amended arrival dates, it maybe particularly helpful to refer to previous information contained in the reservations form. Below the form is notation regarding cancellation or amendments which shall be filled up by the reservation clerk. A separate amendment form maybe used by the reception staff to record all amendments that occurs at the front desk. Amendments maybe in the form of:

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1. Extension of stay- old departure date to new departure date. 2. Early departure- from original departure date to new departure date. 3. Room change- single or double, 1 to 2 rooms or more and vice versa. 4. Early arrivals- date of arrival until original arrival date. 5. Walk in- date of arrival until date of departure>> 0 >> 1 >> 2 >> 3 >> 4 >>

MAKING ROOM SALES RECAPITULATION Part of the job of desk clerk is the preparation of the Night Clerk Daily report of room earning, called ROOM SALES RECAPITULATION. The primary objective of this report is to obtain the room earning and the number and type of rooms occupied for the day.

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This must be balance with the account in the Accounting/Auditors file. 1. Investigate all the discrepancies, and compare the report against housekeeper report. 2. Compute the total number of guest staying in the hotel and total earning of the day by checking ROOM COUNT SHEET. 3. Reconcile the total rooms revenue with that of the auditor/accountant report. 4. Support the sales recapitulation with the necessary information.>> 0 >> 1 >> 2 >> 3 >> 4 >>

PACKAGE DISPOSAL Packages are normally left at the Front Desk by in house guest or outsider. The desk clerk should clerk if the guest is registered or is expected to arrive within the week. If not, the messenger is advised and the package is not received.

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ROOM TRANSFER AND CHANGES IN ROOM RATE Changes in rate are made when: Guest booked and charged under single occupancy has a joiner: wife/husband/brother, etc. Change from single to double occupancy, or charge for extra bed. Changing of room. Economy-standard, standard-deluxe, deluxe-suite or vice-versa.

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PROCEDURES IN MAKING CHANGES IN RATES 1. Fill in the rate change form: Room number name of the guest Old rate-new rate date Effectivity of the change clerk signature Reason for the rate change/person authorizing Manager signature approval

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2. . Distribution of forms Original to the front office cashiers Duplicate to the controller/accountant Triplicate to the desk file 3. Change the room rate on the rack slip. Retroactive rate takes effect from the date of check in.

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ROOM TRANSFER Guest maybe transferred to another room for the following reasons: 1. Guest request for the room transfer because he find the room uncomfortable, prefer a different floor level or desire a more spacious room with more amenities. 2. Present room turns out to be out of order or with defective facilities. And it take time for maintenance unit to correct the source of trouble. 3. Other valid reason

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PRE-REGISTRATION OF GUESTS All expected VIPs(Very Important Guest) are pre-registered. The following forms will be used for VIP arrivals. The front office is expected to: 1. Prepare registration cards with complete name, arrival/departure dates and company affiliation 2. Advise the housekeeping department for VIP amenities and setup.

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CHECK OUT TIME Most of the hotel have a check out time of 12:00 noon. If the hotel is not full; Guest may stay free of charge till 6 pm. May stay half rate till 11 pm There are 3 primary ways a guest can check out of a hotel. At the front desk, via a guest directed computer check out system, or via an automated system.

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FRONT DESK CHECK OUT Once the guest approached the desk, the employee should greet him/her with a smile. The guest name should be verified to include correct spelling. For security purpose, it is always best to never reveal a guests room number.

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Guest hotel bill called a folio, should be reviewed by the guest to ensure accuracy. Check the method of payment. If he still going to use the method during his registration.

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GUEST DIRECTED COMPUTER CHECK OUT Also referred to as video check out The in-room television acts as a video display terminal for hotel guest Guest can review their accounts at any point during their stay using this system.>> 0 >> 1 >> 2 >> 3 >> 4 >>

Once the guest reviewed the folio and decided to check out. He would input the appropriate commands on the computer keyboard connected to the television. The folio would automatically print out at he front desk. The desk would place a sealed copy of the folio in a clearly marked area where the guest can pick it up before departing.

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AUTOMATED CHECKOUT Also called express checkout Using the automated system, the hotel would print out a folio for all the guest that are to depart. Because the departure date was verified upon check in. The hotel knows what a guest scheduled check out date.

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Usually done by the night auditor staff. The actual folios are then delivered to each room and slid under the door.

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DEPARTURE LIST aside from having s list of expected arrivals, a desk clerk in a small hotel may also find it helpful to make a record of daily departure so that he could prepare the bills ahead of time. The record will also give him information on rooms that will be made available for bookings

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