Front Office(Pre-arrival procedure for FIT, VIP & Groups)

Pre-arrival procedure for FIT, VIP & Groups

1. Pre-arrival procedures for FIT’s, VIP’s and Groups

2. Team Members Prakhar Kapoor Pratik Kardile Pratik Lahiri

3. Index Sr No. Title Slide no. 1. FIT 4 2. Pre-arrival procedure for FIT 5,6 3. VIP 7 4. Pre-arrival procedure for VIP 8,9,10 5. Groups 11 6. Pre-arrival procedure for Groups 12,13 7. Bibliography 14

4. FIT’s( Free Individual Traveler) They come directly to the hotel and do the reservation at the Front desk. They may or may not have pre-booking.

5. Pre-arrival procedure for FIT’s If the guest presents a confirmation letter, verify the date and the name of the hotel; the guest may have arrived on a different date at the wrong hotel. Check with the guest if the reservation was made by another person, it is possible that the reservation agent might have entered the reservation under the booker / caller name.   Re verify the reservation by searching the hotel software by last name, first name, reservation number, partial name search, mobile number, Booker name, company, travel agent,  etc. If the guest had booked from the travel agent ask the guest to call up the travel agent and get more details of the booking.

6. Continued… Ask the guest to reconfirm the arrival date and departure date again, the guest may be arriving on a different date or it is possible that this guest was a no-show for the previous night. Checking the availability of rooms in the hotel with the front desk agent and can create a new reservation. When the reservation is created for FIT guest the source segment of the reservation should be tagged as 'Walk-In or FIT'. It is also a good practice to collect a advance deposit for the complete room rental and approximate incidental charges from a Walk-in guest.

7. VIP’s A  very important person  ( VIP ) is a person who is accorded special  privileges  due to their  status  or importance. Examples include  celebrities ,  heads of state  or  heads of government , other  politicians , major  employers ,  high rollers , high-level  corporate officers ,  wealthy individuals , or any other notable person who receives special treatment for any reason. The special treatment usually involves separation from common people, and a higher level of comfort or service. The term  VVIP  or  Very Very Important Person  is also used, especially with reference to VIPs with very high spending power.

8. Pre-arrival procedure for VIP’s A VIP status is often approved by the General Manager, Room director/Director of operations, or Director of sales as VIP guest are pre-registered and it is also important as credit limit depends on the VIP status. Sales team should be informed about VIP reservation well in advance, this lead to blocking of the appropriate room and also should be notified same to the other department. During reservation an appropriate VIP code is to be attached to the VIP reservation on the PMS(Property Management System).

9. Continued… Tagging of VIP code to the reservation helps other department to easily identify the VIP status of the guest and do the required preparations. VIP status is normally printed on reports and in this new age of Hotel management’s software also give pop-up to users whenever they try to access the guest reservation. After blocking the room for the VIP guest, Front office department should send the requisition form to Housekeeping and room service in advance so they can do the required arrangements. Housekeeping department put a priority on VIP arrivals and return those rooms to Front office as soon as possible.

10. Continued… Executive housekeeper/Asst. Executive housekeeper should verify the rooms before releasing the same to Front desk for check-in.

11. Groups A group forms when there is more than 10 people. There is a possibility of Group reservation while wedding parties, ceremonial parties, birthday parties etc.

12. Pre-arrival procedures for Groups Look all arrivals guest profiles, history and special remarks if any. Make note of all relevant guest requirements and special needs. Ascertain arrival and departure time of Group. Check all group reservation for Room rate , Meal Packages attached and make sure the instructions are according to the group contract. Print the rooming list sent by the Travel agent / Company and cross check the number of persons occupying a room is correct. Cross check the billing instructions on PMS for all group rooms and Group payment master.

13. Continued… Take note on Room allocation, Special needs, wedding anniversaries, birthdays etc. Look for Extra bed and baby cot requirement and send notification via message or email to the housekeeping department. Always ensure that housekeeping / Room service / Engineering is aware of any special needs for this group. Call up the group coordinator and reconfirm the arrival time of the group. Communicate all VIP/Suite room allocations with Guest services. Give requisition form to Room service for group welcome drinks and cold towel.

14. Bibliography www.setupmyhotel.com www.quora.com Notes provided by Shailendra sir