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1. Provide accommodation reception services Prepared by: Roy B. Cabarles, LPT BOOK NOW FOR 25% OFF

2. LEARNING OUTCOMES At the end of this chapter, you should be able to: Prepare reception area for guest arrivals Perform check-in functions Perform check-out functions Prepare front office records and reports

3. Element 1: Prepare reception area for guest arrivals

4. Prepare reception area for service The front office or reception of an accommodation venue is the central location through which guests, check in, check out, make enquiries, settle accounts, and go to for any help they might need.

5. Handover Handover involves procedures such as the cashier checking the float, and the night auditor verbally passing on any relevant information about occurrences during the night, and/or special items required for the upcoming shift. In larger properties the Mid or Swing shift was introduced as it overlapped with both the morning shift and the afternoon shift. This provided staff to cover meal periods for lunch for the morning shift and dinner for the afternoon shift. It also provided an extra staff member to assist with peak check-ins and any groups or tours that might be coming in. A major priority for the morning reception staff is to prepare the reception area for service for the day. All staff must check the reception diary

6. Reception Diary This diary is a prime means of communication. If a staff member is rostered on for the evening shift, they will need to familiarize themselves with the daily activities or anything they may need to act on during their shift, and they will find this written in this diary The Reception Diary is very important, especially for informing staff who have been on their rostered days off, as they are able to come on shift and familiarize themselves with all the establishment activities, notes, difficulties and problems that have occurred during their days off.

7. Check reception equipment and technology prior to use Front office equipment Equipment at Reception can resemble equipment found in many office settings. Common „preparation‟ for these may simply involve verifying they are there and working as intended.

8. Check reception equipment and technology prior to use Register/terminal/EFTPOS machines The preparation can involve: Verifying the correct day/date (and time where applicable) is being printed on receipts The audit roll is not indicating it is about to run out –reddish stripes along the roll appear when it is nearing the end of its useful life Toner/ribbons are sufficient and providing a suitable print quality Checking the change in the register Counting the money in the register to verify the amount at handover, or the amount supplied by management at the start of the day's operation.

9. Re-stocking There can be a number of items that need re-stocking behind the reception area depending on the size and scope of the front office. Replenishing pens and note pads Refreshing the fruit bowl Putting the daily newspapers in the nominated position for guests to use Replenishing supplies of key cards, where appropriate Replenishing supplies of internal forms and cards. These may be Registration Cards (where applicable), complaint forms, maintenance request forms or even hotel pens Re-stocking promotional material. This can involve replacing tourist brochures, maps, information sheets, that guests may require.

10. Registration Cards Part of the preparation for the day is to prepare for the day's arrivals. This means making sure, all Registration Cards/Sheets for that day have been printed. A check should be made of all communication sources (mail, faxes, phone messages, message racks, parcel shelves, e-mails) to make sure all necessary messages (were applicable) are attached to the Registration Cards/Sheets to be passed on to guests when they arrive.

11. Review expected daily guest movement Reception staff must check guest details on the Daily Arrivals List (also known as the Arrivals List) to review and ensure guest bookings are correct and the right room is allocated to the guest. The Arrivals List (usually printed out by the night auditor), is an alphabetical listing of all expected guests who have a reservation for that day. It will include all the details about the guest, time of arrival, length of stay, type of room, rate quoted and payment details. All special requests will be listed for action. This may mean contacting another department or a specific individual and passing the request on to them, either verbally or in writing.

12. Group arrivals If there are any groups arriving that day, their rooms will be blocked, allocated or assigned on one or two floors for ease of access (the porter can deliver the luggage more efficiently where the group are roomed near each other), and to maximize group “togetherness”.

13. Group arrivals Group arrivals make for a very busy time at check in so the reception area needs to be fully prepared for them arrival. Check all rooms have been allocated correctly for the group Check the rooms will all be ready by the arrival time of the group - you might have to contact housekeeping Prepare the room keys in key envelopes for the group or tour leader Make sure any meal vouchers are available with details of where the restaurants are located and operational times Accumulate any mail that has arrived for any of the group guests Prepare the registration cards or group registration forms for the group's arrival Prepare the front office area for the group arrival. Inform porter of group arrival time to collect their bags from the bus. Set aside an area in the foyer to meet the group and group leader Have welcome packs ready for all the guests.

14. Early departures Early departures are when guests leave before their due departure date. Although this date has been reconfirmed several times it still happens that for some reason a guest has to depart the hotel earlier than expected. Sometimes the guest will let Reception know about this or others will just simply depart as a normal departing guest. Housekeeping will pick up the early departure when they service the guest's room. The service would have been for an occupied room but, when the housekeeping staff went into the room it would be a vacant dirty room - indicating the guest has already checked out.

15. Allocate guest rooms in accordance with special requests, where possible Rooms need to be allocated according to the guests "requirements (non-smoking room, king-size bed, interconnecting rooms, poolside room and so on) and the establishment's policies. The Housekeeper's Report will be used to determine which rooms are vacant, clean, dirty, out of order, or on inspection. Room allocation is one of the first jobs for reception staff – working out which guest(s) are to go in which room. When allocating rooms, attention needs to be paid to the Arrivals List on which special requests and room rates may be included

16. Room rates When rooms are allocated to FIT guests (fully independent travelers) the rate determines the type of room the guest will be receiving. The higher the rate the better the room generally. This group of guests do not receive any discounts. On the other hand, corporate guests get a specific rate for certain rooms because of the volume of business given to the hotel. All staff should be familiar with the property's rates and policies that apply. Different rates are offered to different market segments depending on the arrangement with the property. Different market groups can stay in the same type of rooms BUT at different rates. It is very important for all staff to allocate the correct room for the rate that is being charged otherwise the total revenue (yield) available to the hotel will be reduced

17. Follow-up on uncertain arrivals and reservations Reception staff may be required to follow-up on uncertain arrivals (potential no-shows). This may be a standard practice every day or it may only apply on certain occasions. Being able to contact those who we expect to arrive is the key to being able to do this and explains why we ask those who make a reservation for their contact details. The main aim of following up uncertain arrivals is to optimize room sales. If the guest has changed their mind and is not going to arrive this means their booking can be cancelled and their room can be put back on the board and offered to someone else. Guests who are on a Waiting List may be offered the room, or walk-in guests may be able to use the room.

18. Dealing with Cancellations You need to realize that anyone who rings with a cancellation does us a favor as they provide us with an opportunity to sell the room to someone else. Remember, when being informed of a cancellation to be polite and ensure that no hint of negative sentiment finds its way into the conversation. The aim is to remain positive so that if they have the opportunity to visit our area in the future, they will again make a booking with us. Updating the system When you have received notification of a cancellation, you must then update the system to reflect that situation. This will have several potential effects which can include: Generating a refund Cancelling a guest folio Freeing up a room Removing the guest from Guest History.

19. Compiling and distributing arrivals lists Information found on an Arrivals List may vary from establishment to establishment, but can be expected to include for each booking. Arrival date – alphabetically listing of all guests arriving on that day Departure date - This can be used by Housekeeping to determine the level of service given to the room. Estimated time of arrival (ETA) - This helps Housekeeping schedule the order or sequence in which rooms are serviced. Estimated time of departure (ETD) - to help in scheduling the order of rooms to be serviced Guest's name -This is a base reference point Number of guests - so that appropriate in-room requirements (shampoo, towels, extra pillows etc.) can be provided Room type – indicating if the room is a single, double, twin or suite

20. Compiling and distributing arrivals lists Information found on an Arrivals List may vary from establishment to establishment, but can be expected to include for each booking. Room rate - This indicates the value of the guest. If service to a room has to be prioritized, it is commonly the higher rack rate rooms that get serviced first. Special requests - This identifies the special requests that the guest has asked for and the internal organization. VIPs are also listed on the arrivals list. Very Important Persons (VIPs) will require special treatment. Complimentary - guests will also be listed on the Arrivals report as they will require a room even though they are not paying for it.

21. Distribute arrivals list as required Staffing levels – determining the number of housekeeping staff required to meet shift demands Planning of daily tasks – identifying the potentially busy and quiet times of arriving guests To determine the level of service given to the room Knowing the number of guests so that appropriate in-room requirements (shampoo, towels, extra pillows etc.) can be provided Some special requests are provided by the housekeeping department such as: opening connecting doors, adding an extra bed or baby cot, extra supplies in the guest room. Housekeeping

22. Distribute arrivals list as required Staffing levels – determining the number of porters required to meet shift demands Assist in the preparation of group arrivals such as tours. Organizing luggage storage areas especially for large groups of guests who may be on a tour, or who have all come off a recently landed plane. Concierge

23. Distribute arrivals list as required Preparation for Very Important People (VIPs) – which may involve the need for additional security Security may be required to escort particular guests to their room. Security

24. Distribute arrivals list as required Special requests that come from room service such as : wine, champagne, fruit platters, chocolates and any food and beverage requests Number of in-house guests helps the restaurants control staffing in particular for the breakfast shifts Groups and tour arrangements that involve any restaurant or bar areas. Food & Beverage

25. Distribute arrivals list as required Knowing the number of guest arrivals each day helps with the ordering of food required for the restaurants and particularly room service. It also assists with shift planning of staff. Kitchen

26. Element 2: Perform check-in functions

27. Welcome guests on arrival Welcoming guests Professional Personable Welcoming Sincere Friendly Polite. In all instances, the verbal welcome offered must conform to any establishment policies or directives, but will generally contain: A greeting The establishment's name The guest's name or title if appropriate An offer of assistance. Alternatively, the establishment may have a standard “welcome” phrase that they require you to use: check with your supervisor and follow what applies in your workplace.

28. Welcome guests on arrival

29. Welcome guests on arrival

30. Determine if guest has reservation and confirm and explain reservation details Guests with a reservation If the guest does have a reservation, the reception staff may find their details on the Registration Card (or similar) stored in the Registration Box, which is kept at reception with cards filed in alphabetical order, by surname.

31. Determine if guest has reservation and confirm and explain reservation details Verification should cover: Name of the guest/s with special attention to clarifying any unusual name to ensure you have the spelling correct Contact details of the guest – which may just be their home address or business address but could include phone number and other contact details Length of stay including checking the actual departure dates and days

32. Determine if guest has reservation and confirm and explain reservation details Verification should cover: Departure time (for example, late check-out or an especially early departure) Method of payment. Explain any vouchers or complimentary items that accompany the reservation. Always explain at least one of your facilities to the guest on arrival.

33. Determine if guest is a walk-in and identify if room is available A walk in‟ is a guest who walks in through the door seeking accommodation for the night without having made a reservation. Walk-ins represent a very small proportion of guests but properties like to have Walk-ins because they tend to be able to be charged more. When a Walk-in arrives: Welcome them as per standard policy and procedures. Determine their accommodation needs – how many nights, type of room, any special requirements. Advise the guest of what is available – standard procedures may be to try to sell a premium room and then work down from that if the price/rate is too expensive

34. Decline a guest if appropriate In some cases, even if you have rooms available, you might have to decline a guest's request for accommodation because they are unfit to be in your hotel or they don't agree with the establishment's policies and procedures. Checking the black list Hotel Policy No rooms available

35. Complete guest registration process All guests in an accommodation property are required by law to register. This usually takes the form of completing a „registration card‟, a document that must be filled in and signed by the guest to obtain a room. By signing the registration card, the guest is entering into a contract with the property to pay for services it provides.

36. All guests in an accommodation property are required by law to register. This usually takes the form of completing a „registration card‟, a document that must be filled in and signed by the guest to obtain a room. By signing the registration card, the guest is entering into a contract with the property to pay for services it provides.

37. Issue keys and vouchers as required

38. Issue keys and vouchers as required

39. Explain room and house facilities and services to guests Part of the service that should be provided to guests should include an explanation of the facilities and services of the property. Safety deposit boxes Describing the room and hotel facilities Informing guests of local attractions

40. Implement standard house protocols for problem situations

41. Implement standard house protocols for problem situations

42. Chek –in procedure video

43. Element 3: Perform ‘during stay’ functions

44. Process room change requests

45. Process room change requests

46. Process upgrades

47. Process guest charges

48. Respond to guest queries

49. Respond to guest queries

50. Element 4: Perform check-out functions

51. Seeking information on departing guests The reception staff may need to gather information from other departments, before processing a check-out. The departments you may need to obtain information from may include: Food and Beverage Department – the guest may have just had breakfast and is now checking-out Housekeeping Department – to identify any late mini-bar charges. In some cases, if there was an in-house function, it is important to make sure that all the function charges are posted on the guest's account.

52. Seeking information on departing guests

53. Prepare and review departures lists

54. Present accounts to guests Preparing a guest account is an important part of the guest stay/guest cycle. Timing and accuracy are the two most important points in relation to the guest account. The guest account should be ready for the guest when they are ready to pay and depart. They shouldn't be kept waiting while their account is prepared. This is a common complaint from guests. The account must accurately reflect the guest's stay and not include unexpected or unexplained additional charges or charges that should have been posted to another account, room or guest.

55. Present accounts to guests

56. Present accounts to guests

57. Present accounts to guests

58. Process payments and refunds and issue receipts The method of processing payments will vary between establishments. It is advisable that those holding the role of processing payments refer to them establishment's policies and procedures on such matters. The Front Office is where you process guest arrivals and departures. Both of these require you to process financial transactions or undertake cashiering tasks. Other financial transactions that you will be required to perform include: Posting charges to guest accounts (processing guest accounts) Signing-in for your cash float and controlling cash in and out of the cash drawer/till Processing receipts, payments and non-cash transactions

59. Process payments and refunds and issue receipts

60. Obtaining the room key

61. Farewelling the guest

62. BREAK SECTION

63. BREAK SECTION

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