Student Info Pack Receptionist Course 09 12 2016 PDF - 11 PDF

RECEPTION ACADEMY
Student Info Pack

Hotel Receptionist &
Opera PMS Hotel Software
v.12.2016
© Hospitality Training & Recruitment Ltd.

RECEPTION ACADEMY
Student Info Pack
Copyright & Terms of Use
The content of this student info pack is exclusively provided to students at Reception Academy and forms
part of the four-week receptionist training program.
This info pack and its intellectual content is the property of Hospitality Training & Recruitment Ltd. and
protected by international copyright ©. Unauthorised use of this student info pack is illegal and any attempt to
copy or train the content will result in legal action being taken.
Hospitality Training & Recruitment Ltd. and its respective subsidiaries make no representations about the
suitability, accuracy or completeness of the information contained in this document and related publications
for any purpose. All such documents are provided "as is" without warranty of any kind. Hospitality Training &
Recruitment Ltd. its employees, servants and its subsidiaries hereby disclaim all warranties and conditions
with regard to this information, including all implied warranties and conditions of merdiantability, fitness for a
particular purpose, title and non infringement. In no event shall Hospitality Training & Recruitment Ltd. and/or
its subsidiaries be liable for any special, indirect or consequential damages, or any damages whatsoever
resulting from loss of use, data or earnings, whether in an action of contract, negligence or other tortuous
action, arising out of or in connection with the use or performance of information presented or referred to
herein.
Academy & Trainer Details
Reception Academy
Coppergate House This workbook belongs to (Name):
16 Brune Street
London
E1 7NJ
Contact Details:
Phone: 020 7953 7796

Email: students@receptionacademy.com
Website: www.receptionacademy.com
Trainer Details:
Trainer Name:
Trainer Phone Number:
Trainer Email:
Training Room
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Table Of Contents
Table Of Contents ............................................................................................................................................03

Reception Academy Game Rules ...................................................................................................................04
What Is Expected Of A Good Receptionist......................................................................................................05
What Makes An Exceptional Receptionist .......................................................................................................05
Grooming Standards - Gentleman...................................................................................................................05
Grooming Standards - Ladies ..........................................................................................................................06
What Must Be Displayed By Law In The Reception Area ...............................................................................07
Why Is It Important To Keep Your Desk Tidy? ................................................................................................07
What Is The Function Of A Reception Team ...................................................................................................07
Telephone Answering ......................................................................................................................................08
Message Handling ...........................................................................................................................................08
Message Template ..........................................................................................................................................09
Phonetic Alphabet ............................................................................................................................................09
Departments We Work With ............................................................................................................................10
Welcoming Guests ...........................................................................................................................................11
Property Management Systems on the Market ...............................................................................................11
Room Types ....................................................................................................................................................11
Rate Structure ..................................................................................................................................................12
Terms & Definitions .........................................................................................................................................13
Turnaway .........................................................................................................................................................14
7 Steps For Taking A Reservation ..................................................................................................................14
Reservation Checklist ......................................................................................................................................15
How To Sell A Room Examples ......................................................................................................................16
Reservation "Options" ......................................................................................................................................17
How To Find A Reservation (Common Mistakes When Searching) ...............................................................18
7 Steps For Check In .......................................................................................................................................19
Check In Checklist ...........................................................................................................................................19
Profile ...............................................................................................................................................................20
Profile "Options" ...............................................................................................................................................21
Room Move .....................................................................................................................................................21
Item Inventory ..................................................................................................................................................22
Cashiering ........................................................................................................................................................23
Example Rebate Slip .......................................................................................................................................24
"Options" In Billing ...........................................................................................................................................25
7 Steps For Check Out ....................................................................................................................................27
Check Out Checklist ........................................................................................................................................27
Service Recovery Cycle (L.E.A.R.N.) ..............................................................................................................28
Backup .............................................................................................................................................................29
Billing Instructions ............................................................................................................................................30
Interview Process ............................................................................................................................................30
How To Demonstrate Confidence? .................................................................................................................30
Interview Preparation Skills .............................................................................................................................30
Appendixes ......................................................................................................................................................33
Appendix 1 - Problem Resolution ....................................................................................................................34

Appendix 2 - Useful Phrases ...........................................................................................................................38
Appendix 3 - Forbidden Service Phrases ........................................................................................................42
Appendix 4 - Opera PMS Exercises ................................................................................................................44
Appendix 5 - Foreign Currency Exchange.......................................................................................................48
Appendix 6 - Loyalty Program .........................................................................................................................49
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Reception Academy Game Rules
Attendance: Your attendance (including lateness) is recorded throughout the course. For more information,
please visit our website (www.receptionacademy.com/policies-procedures) and read the "Attendance Policy"
Facilities are shared by other companies: during your time with the academy please behave accordingly as
you represent us
Breakout Area is not part of Reception Academy and is shared by other companies:
 Do not be noisy in the breakout area, please respect others who use it
 Clean up after yourself, you represent Reception Academy when you use this facility
 If you move furniture (chairs, tables, etc.) around please put them back in a nice organised manner.
 Please do not storm the breakout area facilities and allow others to use it as well
 Just because someone does not follow these rules set out by us, it does not empower you to follow
their bad example
No smoking on the premises: Only smoking area is outside the building, but not immediately at the
entrance as that forms part of the building
Property damage: There are no food or drinks allowed near the PC's, if you consume anything you must
ensure that you clean up after yourself
Name badges: Your name badge must be worn at all times, visible and straight on the left hand side.
Damaged or lost name badges cost £5 and will be charged to student
Interruptions and violent behaviour will not be tolerated. Student not following Reception Academy Code
of Conduct will be expelled
Mobile phones must be switched off during the class to avoid interruptions. You may leave the phone on at
the discretion of your trainer
Take notes during training to be able to prepare for the final exams. Please note that this Student Info Pack
is not a workbook nor does it replace the notes that you are expected to take in class. The final exams are
based on what is discussed during classes and not what is in this Student Info Pack
Parking of questions: During the class, please ask questions related to the subjects / topics that are being
discussed. Any questions not related to the subject should be written down and posted on the discussion
board or taken to one of the trainers to answer
Your trainer (or any other trainers) will be delighted to assist with any questions or queries you may have.
Language: Only the English language is allowed in class.
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What Is Expected Of A Good Receptionist?
These are some of the minimum expectations of any receptionist and following them does not make you an
outstanding or exceptional employee but a good employee.
 Welcome guests
 Assist guests with general enquiries
 Process payments, secure revenue
 Handle complaints
 Understands the product and is able to sell
 Follows procedures
 Smiles, polite, friendly
 Approachable
 Reliable, flexible, punctual and honest, etc.
What Makes An Exceptional Receptionist?
A truly exceptional receptionist as everything a good receptionist is. They also perform their tasks 100%
every day and on top of that, they see the bigger picture, lead by example and they is able to inspire others
to be at their best every day.
 Delivers personal service

 Exceeds guest expectations
 Anticipates guest needs
 Contributes new ideas to improve service
 Keeps up with trends and technology, attends industry related exhibitions and gets involved i.e. joins
Institute of Hospitality (IOH) or HotcatUK.
Grooming Standards
Grooming Standards – Gentlemen
Hair: Short, clean, neat and of a conservative style and natural colour.
Facial Hair: Clean shaven or for those who have facial hair it must be well
groomed and styled at all times.
Attire: Correct departmental (dark coloured) suit is to be worn at all times and
should be of the correct size, must be freshly ironed, clean and in good repair.
No patterns or stripes allowed.
 Clean and well ironed white shirt

 Name badge, worn on left on the pocket, pin on the jacket
button hole (no other pins are allowed unless provided by
the company)
 Black socks to be worn at all times
 No headwear is allowed whilst on duty
 Tie must be worn and of a plain colour (Double Windsor
Knot)
Shoes: Black, smart conservative style shoes which should be clean, well
polished and in good repair
 Oxford or Derby only, no Brogue style shoes are allowed.

 No buckles, chains etc.
 No thick soles or boots
Jewellery: Only wedding band can be worn, no fashion jewellery is allowed
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 Earrings must not be worn

 Necklaces of religious origins are not to be worn
 Watches to be of conservative style
 No bracelets are allowed whilst on duty
 No facial piercing is allowed whilst on duty
Aftershave: Not too strong or over-powering
Personal Hygiene: You should shower daily and maintain good personal hygiene
 Fresh smelling body

 Clean teeth and fresh breath
 Clean hands, fingers and reasonably short nails
Tattoos: No visible tattoos allowed
Grooming Standards – Ladies
Hair: If hair is worn short, it must be of a neat conservative style. When handling food or beverages hair of
shoulder length or longer must be tied back using a hair band matching the hair colour. All hair should be
clean, tidy and of natural colour.
Uniform: Correct departmental (dark coloured) suit is to be worn at all times and should be of the correct
size, must be freshly ironed, clean and in good repair. No patterns or stripes allowed.
 Freshly ironed white shirt changed daily (if wearing skirt or trouser suit)
 Underwear must match the colour of the blouse/shirt
 Skirt length to be on or below the knee
 Name badge, worn on the left on the pocket, pin on the jacket button hole (no other pins
are allowed unless provided by the company)
 Whilst on duty, tan, skin coloured or black tights to be worn with skirts, no ladders to be
visible. maximum 15 denier
 No headwear is allowed whilst on duty
Shoes: Black, smart conservative style shoes. Shoes should be

clean, well polished and in good repair
 No bows, buckles, chains etc.
 No boots, no thick soles nor platform shoes
 Heeled shoes are allowed (maximum 2 inch)
 For Health and Safety reasons, shoes must be
closed in at the toe and heel
Jewellery: Only wedding ring can be worn, no fashion jewellery is

allowed
 Earrings: One in each ear, studs or sleepers

only
 Necklaces of religious origins are not to be
worn
 Watches to be of conservative style
 No bracelets are allowed whilst on duty
 No facial piercing is allowed whilst on duty
Make-up: Make-up to be naturally subtle and complimentary
Perfume: Not too strong or over-powering
Nail Varnish: You may wear a subtle pale colour or transparent nail
varnish, no nail art and/or fake nails allowed.
Personal Hygiene: You should shower daily and maintain good personal hygiene
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 Fresh smelling body

 Clean teeth and fresh breath
 Clean hands, fingers and reasonably short nails (no fake nails are allowed)
Tattoos: No visible tattoos are allowed.
What Must Be Displayed By Law In The Reception Area?
 Rack Rate List (Room Rate List): Displays the highest rate possible per bedroom for room rate only
and what is included in this price.
 Foreign Currency Exchange Rates: Displays the daily exchange rate of the hotel, updated on daily
basis generally by the night team.
 Fire Emergency Policy: Details the fire evacuation plan
 Company Insurance: Details the hotel’s insurance policy
 Induction Loop Signage and System: System used to assist hearing impaired guests. It works like
a radio and transmits the information to the hearing tool of the guest as soon as it is switched to the
position “T”.
Why Is It Important To Keep Your Desk Tidy?
 Guests can see almost every part of the desk. First impressions are very important!
 You are not the only receptionist using this desk, you share it with colleagues
 Makes you look more in control & organised
 Allows you to be more focused on your tasks & calms you down
 A tidy desk gives you more work space
 Creates trust with your supervisors and managers
What Is The Function Of A Reception Team?
 To welcome guests
 To check-in & check-out
 To assist guests throughout their stay
 To handle complaints
 To interact with guests
Main function of the reception team is to be a link between guests and other departments. Some of our
departments are not visible to guests, such as Accounting, Kitchen, Reservations, Maintenance or
Housekeeping. Every guest will meet the reception team at one point but only very few guests ever get to
meet the back of house departments.
Don’t forget: “The guest never disturbs your work; they are the reason why you work”
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Telephone Answering
Internal call from another department:
“Good morning / good afternoon / good evening, this is ......... (Name of receptionist) from reception. How
may I assist you?
Internal call from a guest bedroom:
“Good morning / good afternoon / good evening (Guest name), thank you for calling Reception this is .........
(Name of receptionist). How may I assist you?
External call:
“Good morning/afternoon/evening, thank you for calling the (hotel name), you have come through to (your
name), how may I connect your call?”
Placing a guest on hold
 Always ask for permission before placing a caller on hold: "May I put you on hold while I find out the
information you have requested?"
 Always wait for the response and check if the caller is happy to hold or not
 Get back to the caller about every 30 seconds to confirm if they are still happy to hold
 Before you provide the caller with the information they have requested, thank them for holding the
line
 Before ending the call always ask: Is there anything else I can assist you with?
Transferring phone calls
 Always ask for the name of the caller and the reason of the call before transferring phone calls
 "Blind Transfer": You transfer the caller without announcing who is calling
 "Introduced Transfer": you announce who is calling to the person you are transferring the call to
Ending a conversation on the phone:
 ...(before ending the conversation)...

 Is there anything else I can assist with?
 My name is xxxxx, should there be anything else I can assist with, please do not hesitate to let me
know.
 Thank you for calling "company name", have a lovely day.
 Always wait for the caller to hang up the phone first.
Message Handling
What sort of information do you require to take a note of when taking a message?
 Who is calling / Full name of caller

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 When was message taken – Date & Time of call

 For whom is the message? (Full name of guest/team member)
 What are the callers contact details?
 The message itself
 Name of the person who took the message
Important points to remember:
 Message is always to be taken word by word as given to you by the caller

 Messages are always to be treated confidential / not to be shared
 Message must always be read back if given over the phone
 Hotel message template to be used if applicable
 Messages taken over the phone should not be written by hand if possible
 Message to be put in an envelope
 All messages must be delivered within 10 minutes
 Messages received via fax are usually chargeable
Message Template
Message Template
Caller’s Name: Caller’s Contact Details:
Message For: Caller is Calling From:
Message:
Date & Time: Taken By:
Phonetic Alphabet:
A: Alpha H: Hotel O: Oscar

B: Bravo I: India P: Papa V: Victor
C: Charlie J: Juliet Q: Quebec W: Whiskey
D: Delta K: Kilo R: Romeo X: X-Ray
E: Echo L: Lima S: Sierra Y: Yankee
F: Foxtrot M: Mike T: Tango Z: Zulu
G: Golf N: November U: Uniform
Template to take message over the phone:
 Receptionist: Good afternoon, thank you for calling My Training Hotel, you have come through to
Jarvis, how may I connect your call?
 Caller: Good afternoon, I would like to speak to Mr. Rogers please.
 Receptionist: Of course, may I just take the full name of the guest please?
 Caller: It is Steve Rogers.
 Receptionist: And may I take your name please?
 Caller: My name is Tony Stark.
 Receptionist: Thank you Mr Stark. Please hold the line while I transfer you to Mr Rogers.
 …
 Receptionist: I am afraid Mr Rogers is not available at the moment; would you like to leave a
message or would you like to try later?
 Caller: May I leave a message?
 Receptionist: Certainly, may I take your phone number please?
 Caller: Yes, it is 0778 1234 654
 Receptionist: May I now take your message please?
 Caller: Tell him to meet me in the hotel lobby bar at 18:00 tonight.
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 Receptionist: All right, let me now repeat all the details to make sure all the details are correct. That
is a message from Mr Tony Stark for Mr Steve Rogers, your phone number is 0778 1234 654, and
you would like Mr Rogers to meet you in the hotel lobby bar at 18:00 tonight. Is this correct?
 Caller: Yes, that is perfect.
 Receptionist: Is there anything else I can assist you with?
 Caller. No, that is all.
 Receptionist: I will deliver your message within the next 10 minutes. Thank you for your call. Have a
great day Mr Stark.
Departments We Work With
Departments we work with and what we can do on behalf of them:
Accounting: Food & Beverage:
We print bills We recommend

We take payments We take orders
We remove charges We post F&B charges
Reservations: Concierge:
We take bookings We give directions

We send confirmations We recommend restaurants, West-End shows etc.
We offer rates We arrange services (taxi, theatre ticket, etc.)
Cancel reservations
Switchboard: Room Service:
We answer phones We take R/S orders

We file paperwork We recommend
We take messages We post R/S items
Kitchen: Sales & Marketing:
We advise of allergies We do show rounds

We arrange amenities We give brochures
We order food We sell rooms
Housekeeping:
Inform them of room moves

Inform of early departures (earlier than original departure date)
Inform them of late departures
Maintenance:
We advise of return guests with previous room related problems

We log guest maintenance issues and ensure that they are fixed
We sometimes even have to change a light bulb ourselves
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Welcoming Guests
What should a good welcome look like?
 Enthusiastic, with eye contact and a sincere and honest smile

 Stop any other work for that moment and pay full attention to the guest
 Say – Good morning/Afternoon/Evening, How may I assist you?
 Depending on the response, if the guest is arriving say – “Welcome” or “Welcome Back”
A good welcome template:
 Eye contact with sincere and honest smile

 Good morning/afternoon/evening, how may I assist you? (with a smile)
 Welcome/Welcome back to the (hotel name)
 Start short conversation…
 Break the conversation and start by saying: May I now…
 (Use guest name, use guest language, offer a hand shake, offer a welcome drink)
Different guests expect a different welcome & different sort of conversation
 Business guests – “Welcome” or “Welcome back” – short conversation

 Leisure guests – Ask about their plans during their stay
 Families – Ask about their plans during their stay, pay attention to kids
 VIP’s – Greeted by General Manager – escorted to the room
 Celebrities – Greeted by Sales Manager – escorted to the room
 Politicians – Have usually no contact with staff
 Royalty – Greeted by General Manager – no contact with staff
 Very loyal guests – With a hand shake, welcome drink, use of guest name
Property Management Systems on the Market
OnQ, Opera, Innside, Protel, Optima, Guest Master, Qube Global, Vebra, Hotellinx, etc.
PMS stands for – Property Management System and is used to create reservations and profiles, to manage
bookings, authorise and charge credit cards and to check-in and check-out guests.
Room Types
Room type PAX - Max Number of beds and bed type Description
occupancy
S1 (standard single) 1 1 single
D1(standard double) 2 1 double
T2 (standard twin) 2 2 single
D1D (double deluxe) 3 1 double + 1 sofa bed Very spacious room, also
called family room
T2E (twin executive) 2 2 single, has bigger bathroom Comes with access to the
Q1E (queen 2 1 queen size bed, has bigger Executive Lounge where the
executive) bathroom guest has private check-in
K1J(junior suite, king 3 1 king size bed, has bigger and check-out,
junior) bathroom, has a living room area complimentary internet,
with sofa and armchairs continental breakfast and
soft drinks and snacks all
day.
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Rate Structure
Big hotel chains use codes for their rates. Instead of a rate called Advance Purchase it looks more like
AP07, meaning AP= Advance Purchase, 07=Level of low demand (I.e. 01 meaning high demand up to 07
meaning hardly any demand). HV02=Hotel Value, 02=Level of high demand.
Rates in hotels are demand driven, similar to the way Airlines sell their tickets. High demand means the price
for a room will go up, low demand will reflect in a lower price for the room.
The demand level is usually set more than a year in advance and depends on exhibitions, concerts or other
events held in and around the area of where the hotel is located. It also depends on location, competition or
season.
Best Available Rates / Rack Rate: - Usually the highest rate available
- Can be cancelled and/or amended at any time until the day of arrival
- Booked by business guests (due to the flexibility)
Advanced Purchase Rates: - Mid range rate

- Must be booked minimum of 21 days in advance
- Cannot be cancelled nor amended
- Non refundable deposit payment required
- Usually booked by leisure guests (due to the discounted price)
Value Rates: - Special discounted rates, special cancellation policy

- Usually available on weekends
- Mostly available on the internet
Travel Agent Rates: - Discounted rates

- Only available to Travel Agents
- Must never be disclosed to guests
- Are usually commissionable
Package Rates: - Rate includes extra amenities

- Could include Dinner, Wine, Breakfast and other services
- Special promotions, special occasion (Wedding, Birthday, Christmas)
- Usually booked by leisure guests
- Usually booked on a weekend
Group Rates: - Only available to bookings with 10 or more rooms

- Must be specially agreed with reservations
- Cannot be sold by a receptionist
- Special cancellation policy
- Usually paid for by main organiser
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Terms & Definitions
 Demand based pricing: Rates vary depending on the hotels occupancy. (the higher the occupancy
the higher the rate, lower the occupancy - lower the rate)
 Physical Inventory: It means how many rooms we physically have
 Including Overbooking: How many rooms we have available to sell including the number of rooms
we can overbook with. (i.e. physical inventory 5, include overbooking 6 means we have physically 5
rooms, but we can sell 6 rooms so we can overbook the hotel by 1)
 Walk in: Guest who comes to the reception desk without previously making a reservation and wants
to make a reservation (same day or future date)
 Registration Card Box (PIT): We store completed and signed registration cards for guests that are
currently staying in the hotel
 Banking tray: Used to store receipts and paper work related to billing during the shift
 Walkout: When a guest leaves the hotel without paying the bill and we cannot charge the guest
 No show: When a guest does not cancel and does not come to check in on the day of arrival.
 Pre-registration (pre-reg) When somebody books the previous night of their arrival date to
guarantee an early check in. Guest pays the price of the full night
 4PM Release: It is a non guaranteed booking and if the guest does not call to guarantee booking
with a credit card or check in before 4pm on the day of arrival, the reservation will be cancelled and
resold.
 Upgrade: Giving a guest a higher category room type he/she originally booked (i.e.: Double room to
Double Deluxe, D1 to D1D)
 Downgrade: Giving a guest a lower category room type he/she originally booked (i.e.: executive to
double room, Q1E to D1)
 Billing Instructions: Indicates who will pay for what. This can usually be found in the reservation
screen "Comments" field (i.e.: Company pays for room, but guest pays for everything else)
 POA: is a "Billing Instruction", it means that the guest is Paying Own Account
 FIT rate: Travel agent rate, Frequent Independent Traveller’s rate
 Room Type Balancing: upgrading and downgrading guests to ensure every guest has a room and
there is no or minimal overbooking in any room type, usually done by supervisor in the evening for
the following day
 Allocation: To assign rooms to guest reservations where required (based on special requests and
preferences) the more preferences a guest has the more likely we allocate a room in advance
 CRS: (Central Reservation System) Reservation system used by hotels that have a Centralised
Reservation Team
 A/R: (Accounts Receivable) It means the travel agent/company holds an account with the hotel
(companies use it to pay the hotel directly for company employee stay, also known as bill back or
direct billing)

rd
Direct Billing: When a 3 party pays for all or some of a guest expenses directly to the hotel. The
rd
guest stays, the hotel will charge the 3 party for the stay and sends the bill to the company.
Company will pay within a month after the guest stay.
 Full Board (FB): 3 main meals (breakfast, lunch, dinner)
 Half Board (HB): 2 main meals (from breakfast, lunch or dinner)
 Profile Note: It must be very specific with all the details such as when, what, how. The info provided
in profile note must apply to every time the guest stays in the hotel.
 Pick up: When a room has been used by a guest only for a short period of time (i.e.: 10-15 minutes)
and the guest was moved to a different room, instead of sending a maid to deep clean the room (as
it is not required), we will just send a maid to refresh it.
 Out of order: (OOO) When we block a room from use completely, we cannot sell this room at all.
(For example: we have 50 rooms, and if you put a room out of order you will have 49 rooms left to
sell). Reason for blocking a room could be serious maintenance issue or refurbishment.
 Out of service: (OOS) When we block a room for a specific reason and we do not want it to be
available for now. It cannot be allocated to a reservation until it is released from blocked rooms. (For
example: we have 50 rooms, and if you put a room out of service you will have 50 rooms left to sell).
Reason for blocking a room could be that we are keeping it as a showroom, or we are keeping it for
a VIP, or there is a small maintenance issue such as desk lamp missing, light bulb is not working,
etc.
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Turnaway
Turnaway: This window pops up when you do not complete a reservation. Turnaway window must be
completed in order to be able to exit completely. The PMS compiles statistical data based on the info you
provide in the turnaway window. This statistic is used to plan the business for the future (measures why
guest are not making reservations in the hotel, why we are turning business away)
 Rate Resistance: When the hotel is not willing to lower the rate to match the competitor hotel in the
same area for the sake of accepting a reservation from a potential guest
 Length of stay restriction: When the hotel does not allow any booking to be made in the system if
not matching a minimum number of nights (i.e. two nights minimum to get a weekend package offer).
The Hotel can also restrict the amount of nights to be booked prior to specific events (as the Hotel is
already fully booked on that night)
 Customer shopping: when a guest is looking for the best deal in the area (i.e. family is coming over
to visit) and is going to check every hotel that meets his/her requirements
 Rate too expensive: When the guest cannot afford a room as it is over budget
 Fully booked: The hotel is sold out and has no rooms left to sell
 Room Type not available: The room type requested is sold out and the guest does not want an
alternative (i.e. no more double bed rooms for St Valentine’s Day)
7 Steps For Taking A Reservation
Bullet points, strictly for Opera:
1. Press F7
2. Enter dates, number of people and click OK
3. Offer room type and rates and click OK
4. Enter guest details (Last name, First name, title, telephone & e-mail)
5. Enter the purpose of the stay and update source and origin
6. Enter credit card details to guarantee the reservation
7. Type POA in comments field, and press Save
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Reception Academy Brand Standard Check List

-Reservation-
The Greeting - By The Phone

Was the phone answered within 3 rings?
Was guest greeted with a warm and sincere “smile”?
If the phone was not answered within 3 rings did the receptionist thank the caller for holding the line?
Receptionist said: “Good morning/ afternoon/evening, thank you for calling My Training Hotel, you
have come through to..., how may I connect your call?”
Did receptionist start a small conversation and followed up on the answer?
The Greeting - At The Desk

Did receptionist greet first while paying full attention to the guest?
Receptionist made eye contact and said “Good morning/afternoon/evening How may I help you
today?”
Did receptionist say “Welcome to My Training Hotel”?
The Booking
1. Did receptionist start off by using the F7 key?
2. Did receptionist ask “What dates would you like to book for?”
2. Did receptionist ask “For how many nights would you like to book for?”
2. Did receptionist ask “For how many people would you like to book for?”
2. Did receptionist confirmed the arrival date number of nights and number of guest(s) before pressing ok
3. Did receptionist offer room categories and starting rates?
3. Did receptionist offer a room type and rate?
3. Did receptionist offer to include Full English breakfast in the requested rate?
Did receptionist offer alternative dates or room type if original date or room type was not available?
3. Was receptionist able to explain the rate in detail and cancellation policy?
4. Did receptionist ask “May I take the last and first name of the guest please?” (Use the guest name
at least twice during the conversation)
Did receptionist obtain a contact name if the caller was different to the guest who will actually stay?
4. Did receptionist obtain contact telephone number and e-mail address?
5. Did receptionist say “May I ask what brings you to our Hotel? Are you visiting us for leisure or
business?”
6. Did receptionist ask “May I now please take a credit card number to guarantee the reservation for
you?” (May I now have the expiry date and name on the card?)
Did receptionist say “May I ask if you have any special requests or preferences?” “Would you also
like this for your future stays?”
7. Were all booking details repeated back to the caller? Guest name, contact details, dates, number of
guests, room type, rate and last 4 digits of the credit card?
7. Was the caller offered the confirmation number and letter?
The Farewell
Was caller asked “Is there anything else I can do for you?”
Did receptionist identify her- or himself by name and say “Please do not hesitate to contact me, should
there be anything else I can assist with?”
Did receptionist say “Thank you for booking with My Training Hotel .”
Pleasant farewell was given i.e. “Have a nice day, I wish you pleasant day. We look forward to
welcoming you on the....”
Observers to check
Did receptionist maintain smile and good posture throughout?
Did receptionist pay attention to the Reception Area?
Does booking contain correct name (including title) and contact details?
Is the booking guaranteed by credit card?
Is “Credit Card Guaranteed” selected in reservation type field?
Are preferences correctly updated on the reservation?
Is” POA” note made in the booking?
Has booking been completed and confirmation number visible?
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Detailed, including what you have to say during a telephone interaction:
1. Good afternoon, thank you for calling My Training Hotel, you have come through to Daniel, how may
I connect your call?
2. Excellent, let me help you with that. (Press F7)
3. What days would you like to book for?
4. For how many people would you like to book for?
5. (click OK)
6. What room type would you like to book? (wait for guest response)
7. We have a Double Deluxe for £320 per night (read out cancellation policy from info)
8. Would you like me to book that for you?
9. (click OK)
10. May I now take the last and first name of the guest please?
11. Is the guest a member of our loyalty program?
12. May I know take your phone number? May I also take your e-mail address?
13. May I ask what the purpose of your stay is? Are you here on leisure or business?
14. (update source and origin)
15. May I now please take a CC to guarantee the booking for you? May I also take the name as it
appears on the CC?
16. Do you have any special request or preferences?
17. I will now repeat your booking details to verify that all the details are correct. You have booked under
the name of Daniel David for 2 nights starting form 2nd of March to the 5th of March. It is a Double
Deluxe room for the bed and breakfast rate for 2 people at £320 per night. You have guaranteed
your booking with a visa card ending *1234. Are these details correct?
18. Very good!
19. (type POA in comment)
20. Would you like to write down your confirmation number? Or shall I e-mail it to you?
21. Is there anything else I can help you with today?
22. My name is Daniel, if there is anything else I can help with in the future; please do not hesitate to
contact me
23. Thank you for calling/booking with us.
24. I look forward to seeing you on the 2nd of March. Have a wonderful day!
How To Sell A Room Examples
1. We have two different room categories to offer you. Our standard rooms start from £250 for a single (or
£270 for a double when 2 guests) alternatively we have our executive rooms starting from £310.00,
which grant you access to our executive lounge where you have free drinks, nibbles, wireless internet
access, newspaper and continental breakfast in the morning. Which category would you prefer?
2. Identify which room type the guest wants (Standard or Executive). Offer the different room types on a
room rate only base (BAR rate). Once the guest has selected a room type positively reassure them to
make them feel good about their choice (e.g.: very good choice, excellent choice)
3. Offer to include breakfast for £10.00 extra per person: "May I offer you Full English breakfast for only
£10 per person?" (Explain the difference between Full English and Continental Breakfast in case guest
asks)
4. Reconfirm date, number of people, room type, rate and read the cancellation policy before pressing
“OK”
“You are looking into booking a room arriving on the xx/xx/xxxx, for 2 nights for 2 adults, that will be a
Queen Executive for the price of £330.00, please note that this is a fully flexible rate inclusive of full
English Breakfast and that your booking can be changed or amended anytime until 6 pm on the day of
your arrival. Would you like me to go ahead with this?”
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Reservation “Options”
Add on: to duplicate an existing reservation. (To create a new booking copying the one you already have in
the system)
1. Go to “Options” / “Add on”

2. Select what you want to copy to the new reservation and click “OK”
3. Change dates and check rates through “Rate Code” (Rate Grid)
4. Select/tick “Send Confirmation”
5. Click “OK”
Agent/Company: You can search and attach company, travel agent and group profiles to the guest
reservation. You can do so from Options/"Agent/Company"
 Click on Agent/Company (It will take you to the Company Profile Search window)
 Type in preferred Company name to "Name" field
 Click "Search"
 If company profiles exist, confirm contact details and address details and if it matches use
agent/company
 If contact details do not match or company profile does not exist, click "New"
 Complete Company Name, Address, at least two contact details (ensure casing is correct and details
are accurate)
 Click "OK" to complete profile
 Click "OK" on "Agent/Company" window to finish
Alerts: Pop up message (additional important information) that will appear on the reservation screen at
specific times to remind you or inform you of something important
Three different "Area" options:
1. Check in (information will pop up at check-in only)

2. Check out (information will pop up at check-out only)
3. Reservation (information will pop up whenever the reservation is opened)
Cancel: To cancel a booking you must confirm Name, Reservation number, last 4 digits of the credit card
and contact details then you must record the three following details in the description field:
 Reason the reservation is cancelled (from drop down menu)

 Name of the caller (in description filed)
 Contact details of the caller (in description filed)
 You should always read the cancelation policy to the guest and inform them if a cancellation fee will
occur on that occasion. (You can find cancellation policy in options/rate info)
 In case a guest made a mistake, hotel reinstates booking without changing the rate within 24 hours
following the cancellation. (Subject to availability).
 To reinstate a cancelled reservation, click “Reinstate” from Update Reservation screen.
Changes: Opera will save every amendment/change that is applied to a reservation. (Who made the
change, when was the change made, what computer was used to change the reservations, what was exactly
changed) The changes cannot be deleted or amended
Confirmation: If you forgot to tick the “send confirmation” section or you just want to resend the confirmation
you can use this option at any time once the reservation was completed
Deposit/CXL: This is mainly used by Reservations to charge deposits for rates that require deposit or
cancellation when the guest cancels the reservation past the cancellation time. (Discussed in our
Reservation Course)
History: Shows guest reservation history
Housekeeping: We can leave information for housekeeping here. We do not use this as we usually
recommend to leave traces for other departments, including housekeeping
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Locator: Used to know where the guest is located at specific times. The guest will tell us that he/she is
expecting a phone call or someone for a meeting and tell us where to contact him/her. i.e. "Guest will be in
the gym from 6pm to 8pm, transfer any phone calls for the guest to the gym".
Package Options: Additional packages can be added to the reservation. Mainly used by the Reservations
Team. (Discussed in our Reservation Course)
Privileges: If the guest does not want to leave credit for extras, or has run out of credit, you will apply No
Post. This will close all the interfaces in the room, such as minibar, pay TV, phone calls and internet. It will
also inform other departments (Restaurant, Bar, R/S) that the guest has no credit and should pay directly
when ordering.
Messages: Printing or sending messages to guest room. By pressing quick text, the system will give you
pre-typed messages.
Queue: Is only available on the day of the guest arrival. If during check-in we do not have a vacant inspected
room available, we can allocate/assign a guest to a dirty room (after the hotel has taken authorization of the
card and guest has completed the registration card). The guest will not receive a room key yet. The guest
can collect the key to the room later, once the room is on INSPECTED). Queue button will place the guest on
a queue for housekeeping to clean. Housekeeping will clean the queue reservations first. (Supervisor
responsibility)
Rate Info: Shows what is included in the rate, the package breakdown, and cancellation policy and all rate
related information. Also shows the total amount that the guest will have to pay including Fixed Charges.
Weekends are always highlighted in yellow as most hotels charge a difference rate between week days and
weekends. (Weekend: Friday, Saturday, Sunday)
Registration Card: Is a legal document, a contract between the guest and the hotel. The guest has to fill in
all the details such as address details and passport details. This is required by law. If the guest refuses to
complete or sign the registration card, we need to explain that it is required by law. If the guest still does not
want to fill in the required details, we can refuse to check-in the guest.
Traces: Message to other departments providing important additional information such as a complaint, guest
preference or special request. The trace text must be very detailed so that anybody reading a trace can
action the request without having to ask for more details.
How To Find A Reservation
Common mistakes why you can NOT find a reservation and solutions:
 Spelling mistake in the name (type in only the first 2-3 letters)
 First and last name of the guest is mixed up (search for both first and last name in both the first and
last name section, try just the first few letters of the name)
 Reservation is under somebody else’s name (ask the guest did you make the reservation yourself?
Call the person who made the reservation to confirm if it is truly the guest’s reservation)
 Reservation was not completed (offer a room for tonight if applicable)
 Guest arrived to the wrong hotel (offer a room for tonight if applicable)
 Reservation is a no show (find it in Reservations/Update Reservation section)
 Reservation is a Pre-Reg (find it in Reservations/Update Reservation section or Front Desk/In House
Guest section as guest is already checked in)
 Reservation is cancelled (find it in Reservations/Update Reservation section)
 Reservation is on waitlist (find it in Reservations/Waitlist section)
The best way to find a booking without a reservation number would be in the "update reservation" function
and search by name, contact details and/or CC number.
If the booking cannot be found and the guest does not have a confirmation number, offer to make a
reservation using the Best Available Rate and inform him/her that if he/she is able to provide any
communication related to the booking you will be able to amend the rate accordingly.
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7 Steps For Check In:
1. Go to Front Desk/Arrivals and look up reservation and open it

2. Allocate room and save
3. Print Registration Card and explain it to guest (Options/Register Card)
4. Ask for Credit Card and swipe it
5. Click OK to reservation and click “yes” to check in guest
6. Go to Front Desk/In House Guests and look up reservation and open it
7. Open Options/Credit Card/Authorisation/Manual and authorise credit card

-Check In-
The Greeting
Did receptionist pay full attention to the approaching guest?
Did the receptionist greet the guest first?
Receptionist made eye contact and said Good morning/afternoon/evening How may I help you today?
Receptionist said Welcome/Welcome back to My Training Hotel.
The Check In
1. Receptionist asked “May I take your last name please?” (Use the guest name at least twice during the
conversation.)
1. Receptionist located the booking on the system and reconfirmed first name, number of nights and
room type booked with guest.
Receptionist asked “Have you stayed here before?”
2. Did the receptionist assign a room to this booking?
3. Registration card was printed, presented and explained?
The departure date, rate and room number were pointed out but not verbally mentioned?
3. Guest was asked to complete the registration card?
4. Receptionist asked “May I take a swipe of your credit card in the meantime please?”
4. Receptionist explained the authorisation rule. (rate + extras)*nights
4. Credit card was swiped and details were captured on the system?
5. Check in was completed on the system
Did receptionist ask how many keys the guest would like to have and prepared the keys?
Complete registration card was collected and credit card signature was verified.
6&7. Credit card was authorised
Credit card was returned in a polite manner?
Guest was asked if she/he would like to receive a wake-up call
Guest was asked if she/he would like to receive a newspaper
Guest was asked if she/he would like to reserve a table in the restaurant
Receptionist mentioned two key features of the hotel?
Receptionist checked if guest needs help with the luggage?
The Farewell
Is there anything else I can assist with?
Guest was handed the room key and the receptionist explained where the elevators are? Room number can
never be mentioned out loud!
there be anything else I can assist with.”
Receptionist said “Welcome once again to my Training Hotel and have a pleasant stay with us.”
Observers to check
Did receptionist maintain eye contact, smile and good posture throughout?
Credit card was changed in the system if applicable.
Credit card is authorised.
Is guest checked-in in the system?
Was the registration card updated in the system?
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Detailed, including what you have to say:
1. Good afternoon, how may I help?

2. Welcome/Welcome Back to My Training Hotel.
3. How was your day?
4. May I take your last name please?
5. (look up reservation in Front Desk/Arrivals)
6. Thank you, so you have made a reservation for two nights for a Standard Double room?
7. Are you member of our loyalty program? Are you collecting points with us?
8. (If answer to previous question is “no” ask: Would you like to enrol? We offer great benefits such as
earning points with every stay, free upgrades, free amenities, free nights, and we will keep all your
details on the system so you can have a faster check-in in the future. Please read this brochure and
if you like me to enrol you, please let me know at any time. Alternatively, you can go to our website
and enrol online)
9. (allocate room to reservation and save)
10. Let me print you registration card.
11. (explain registration card)
12. Mr. Smith (point out the details, do not mention verbally) this is your room number, this is your
departure date, this is your rate per night. Please fill out the address details and the passport details
if you are not resident in the UK, then sign it for me here at the bottom of the page.
13. May I take a swipe of your credit card in the meantime please? I will authorise your daily rate +
£50.00 extra per day to open your credit facilities. (£50.00 will be used for the guest convenience to
pay any extras at the end of the stay) (swipe CC)
14. (Click OK on reservation, click OK on check in guest and look up guest in Front Desk/In House
Guests)
15. (go to Options/Credit Cards/Authorization/Manual and authorize CC)
16. (collect Registration Card and match signature to CC and return CC to guest)
17. Would you like to have a wake-up call?
18. Would you like me to send you a complimentary newspaper in the morning?
19. Shall I book a table for you in our restaurant?
20. All right Mr. Smith, our restaurant is on the left hand side, just behind the bar, and we have a gym on
the second floor which you can access with your room key.
21. (hand key to guest) And say: All right, this is your room number (point out on card) elevators are just
behind you. Shall I give you a hand with your luggage?
22. Anything else I can help you with?
23. Well, my name is Thomas, if anything arises during your stay; please do not hesitate to contact me.
Welcome once again and have a pleasant stay with us.
If a guest does not want to or cannot leave any deposit for extras, then the following steps should be
followed:
1. Change the credit card "authorisation rule" to "1" to authorise the (room rate only * number of
nights) (Authorisation rule can be found by clicking on the ellipsis button next to the credit card logo)
2. Make sure everybody is aware that guest has no line of credit by ticking "No Post"
(Options/Privileges) to close the interfaces. This way the guest will not be able have anything
charged to their bill, they will have to pay for any additional services on the spot.
Profile
Once Check-In is completed, you will have to update the details from the registration card into the guest
profile. In order to do so you will have to either click on the ellipsis next to guest last name or alternatively got
to Reservation/Profile and look up guest profile.
Type of Profiles in Opera (Individual, Company, Travel Agent, Group)
 You always have to search for existing profiles before creating a new one (to avoid duplication).
 The system will automatically search for existing profiles when you type the guest name into the
reservation during the booking process.
 Active Profile has to be always ACTIVE (tick it) so it comes up in our search results
 Save History has to be always ACTIVE (tick it) so the system saves guest activity
 ID or Passport Number is only taken if a guest is a non UK resident. Details will be inserted in
"More Fields"
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 When selecting an existing profile during a reservation or at the time of check-in ensure that you
never read out the guest details, instead ask the guest to confirm their details to you (phone number,
email address) (for example: Can you please confirm your email address?) You cannot give out
information due to the Data Protection Act
Profile “Options”
Changes: (cf. to reservation options)
Future: show the reservation sin the future where same guest profile was used
History: shows reservations in the past where the same guest profile was used
Membership: is used to record the membership card number as well as airline partners membership cards if
applicable
Profile Preferences: Generic information which can be chosen from a list and which applies to our guest for
every stay. Special requests can be added to the profile of the guest via this option.
Profiles Notes: Specific information which is free typed and which applies to our guest for every stay.
Typical note would be for the following
 Permanent medical condition (allergy, asthma, diabetes,...)

 Specific request which apply to your guest for every stay (guest never wants to be
 disturbed, always want the radio to be set on classical music,...)
 Previous complaints in order to avoid it to happen again
 Specific occasion to remember during their future stay (date of birth, anniversaries)
Whenever a profile note is created a trace for the current reservation would have to be created in order to
ensure that the relevant departments are aware of it.
Change profile on a reservation:
1. Open guest reservation in Reservation/Update Reservation

2. Click the ellipsis button next to the last name
3. Click “Select another profile” on the left bottom corner of the profile window
4. Type in the guest name and click “Search”
5. Select profile and click “OK”
6. Click “OK” again
Room Move
Room move: To move an already checked-in Guest to another room (to same or different room type that
originally was booked).
1. Go to “Options” / “Room move” (works only for an In House Guest)

2. Click Drop Down Menu next to “To Room”
3. Select a room from the list (or delete room type if no rooms available in same category and Search
again)
4. Click “OK”
5. Click “OK” (again) to continue
6. Select room status (Inspected if guest did not enter the room, Pickup if guest entered the room for
a few minutes, Dirty if the guest physically spent more than 1 hour in the room)
7. Click “Yes” to continue
8. For question about RTC click “Yes” change rate or click “No” to keep same rate
After doing a room move you should make sure to:
 Call HSK to inform them of the room move

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 Check traces, change wake up calls, change dinner / theatres / other reservations
 Cut new keys for guest and offer assistance with luggage
 Change room number on the registration card
 Print a new registration card if the new room rate is higher and ask the guest to sign
RTC: stands for Room Type Charge (it is the Room Type that the guest will be charged for. So if a guest
got a RT: K1J and RTC: S1 the guest would sleep in a King Junior but pay the price of a Standard Single)
Item Inventory
Item Inventory: Allows us to arrange an item in the guest room, ideally prior to arrival. The item is generally
something the hotel owns (e.g. extra bed, luggage rack, hairdryer, etc.)
1. Open guest reservation

2. Click on the drop down menu next to “Item Inv”
3. The “Item Inventory” window will open up
4. To add a new item click on “New”
5. The “Item Inventory – New” window will open up
6. Click on the drop down menu next to “Item Code” and select the item you would like to add to the
reservation
7. You can set the “Begin date” (what day should this item be placed in the room) and “End date”
(what date should this item be removed from the room). Both begin and end date must fall on the
dates of the reservation.
8. You can choose in “Quantity” the number of these items you would like to arrange
9. Once the above is confirmed click “OK”
10. You are now returned to the “Item Inventory” window and you should see the item you selected ion
the list
11. Click “OK” and you will be returned to the reservation screen
12. “Save” the reservation and the following message will pop up “Inventory items have been found
with trace texts. Create trace texts?”
13. Click “Yes” on the above question and the “Traces – New” widow will open up already completed
with a department and message already completed
14. Click “OK” to the “Traces – New” window and PMS will create a trace for the item to be arranged
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Cashiering
Settlement Button: You can select from three options: Interim Bill, Early Departure and Advance Bill. You
can use these options any time after the guest checked-in but not on the last (departure) day. This option will
print a Final VAT Invoice. (Responsibility of the Supervisor)
Early departure: When the guest would like to check out before the original departure date. The system
would automatically:
 Post one night as early departure fee

 Cancel the remaining nights
 Enable you to check the guest out and print a final VAT Invoice
Early departure fee:
 More than 24 hours before new departure date = no charge

 Less than 24 hours before new departure date = 50% charge
 Less than 12 hours before new departure date = 100% charge
Payment Button: We use it to take partial/multiple payments of the bill or for full payment. (For example: if
the guest would like to pay with two or more method of payments, i.e. more Credit Cards, or cash and Credit
Card) We would always print “receipt” if the system prompts us. This option does not print a Final VAT
Invoice.
Check-Out Button: We use it to take the final payment and completely check the guest out of the room. The
system will print the Final VAT Invoice, which can only be printed once. The system will provide two printed
copies. One for our records and one for the guest.
“Reference” in billing is used as a title for the description and “Supplement” is used for a description or
any extra information. They are both visible on the guest bill.
Rebate / Allowance / Adjustment: Is a discount given on the guest bill due to a complaint, a fault or
sometimes as part of a loyalty card holder benefit (i.e. 10% discount on F&B). You are required to complete
accompanying paperwork for any discount applied.
1. Go to Cashiering/Billing
2. Highlight the item you would like to adjust (click on it)
3. Right click on the item to open menu
4. Select “Adjust Transaction”
5. Select “Adjust by Selected Postings”
6. Select the amount or percentage you would like the item to be discounted with
7. Select “Reason Code” – the reason you are discounting this item
8. Type in a reasonable and clear explanation to “Reason Text”
9. Click “OK”
10. Complete paperwork
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Example Rebate Slip
Date: DD/MM/YYYY
Name: J. Smith
Rebate Credit Room: 123
Explanation: Code No £ P
Guest had the same newspaper charged twice on his bill 6210 1 20
Charge removed
Guest has been waiting for more than one hour for his 2203 20 00
Room/Service order. Checked with R/S department. 20% discount
agreed by Supervisor
Total: 21 20
Dept. Signature: Receptionist + Supervisor or Manager Accounts:
Blank Rebate Slip
Date:
Name:
Rebate Credit Room:
Explanation: Code No £ P
Total:
Dept. Signature: Accounts:
DUE ME: Is what we call the paperwork when you have a negative balance of cash in your float after your
shift (you have given out more money than you took) and you leave a proof (DUE ME) in the float the prove
why the money is missing. It is generally a copy of the shift end cashier report. The accounts department in
exchange for the DUE ME will return the negative balance in order to refill the float.
Final VAT Invoice: Can be printed only once during check-out. The system will automatically print two
copies, one for the guest and one for the hotel. Guest must sign both copies. VAT breakdown is visibly
displayed on a final invoice.
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NON VAT Invoice or Information Invoice or Information Bill: can be printed any time during the guest
stay to show what charges have been applied to the bill. NO VAT breakdown is displayed on an information
bill.
Banking Tray: Team members collect all the paperwork during their shift in the banking tray. At the end of
our shift we will organize our banking according to our Cashier Report. Once we organized it, our Supervisor
will double check it and counter sign. Once our Supervisor checked it we file all paperwork in the Accounts
Folder. The Accounts Folder will be double checked by the Night Team and finally, the following day,
Accounts will check all the paperwork again for a final time.
Split a charge on guest bill: (splitting one or more items into two on guest bill, please remember multiple
items can only be split by percentage)
2. Find guest reservation and open it
3. Select the item(s) you would like to split (put an “x” in front of it)
4. Right click and select “Split Transaction“
5. Select “Amount” or “Percentage”
6. Type in the amount/percentage into “Amount to split” section
7. Click “OK”
8. The charge(s) is/are now split
Create two or more separate invoices:
1. Go to “Cashiering/Billing”
3. Create a second window by clicking right mouse button in the guest bill and selecting “New Window”
4. Move charges to second window by “drag and drop” or select transaction by clicking on it, than right
click on the selected item and select “Transfer to Window” and select the window
5. Repeat this as many times as required
Transfer charges to different room: (selected items)
3. Select charges you would like to transfer (put an “x” in front of it if more than one item)
4. Right click on the highlighted/selected items
5. Select “Transfer Transaction”
6. Click on the drop down menu next to “To Room”
7. Find reservation where you would like to transfer transactions and click “Select”
8. Click “Transfer”
9. Your charges has been successfully transferred
“Options” In Billing
Agent/Company: You can search and attach company, travel agent and group profiles to the reservation.
1. Go to Options / Agent/Company (opens window called “Profile Linkage”)

2. Type in company name to company field
3. Click the drop down menu next to company field, this will take you to the “Profile Search” screen
4. Click “Search” to search for the company profile
5. Select Company Profile
a. If profile exists confirm you have the correct profile using the contact details or address
b. If profile does not exist create new company profile
6. Once completed or selected company profile Click “OK”
7. This should take you back to “Profile Linkage” window
8. Click “OK”
9. Close “Options”
Changes: Opera will save every amendment/change that has been made to a reservation. (Who applied the
change, when was the change made, what computer was used to change the reservation, what was exactly
changed) The changes cannot be deleted or amended.
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Comments: Used to display different additional comments (generally used to display billing instructions).
Credit Cards: Used to authorize guest credit card.
1. Go to “Options”
2. Click “Credit Cards”
3. Click “Authorisation”
4. Click “Manual”
5. Calculate the amount you need to authorise and type in amount to “Amount Manually Approved”
6. Authorise through PDQ and type in authorisation code in “Approval code”
Deposit/CXL: This is mainly used by Reservations to charge deposits for rates that require deposit or
cancellation when the guest cancels the reservation past the cancellation time.
Fixed charges: You can add fixed charges to the guest bill before the guest arrives, for example car park or
if there is a charge for the extra bed.
Package Options: Additional packages can be added to the guest reservation. Mainly used by the
Reservations Team.
Phone Details: Used to display the telephone calls made by a guest from his/her room during the stay
(system will display the date, time, duration, number called, and amount to be paid per call).
Post Rate Code: Used to charge the accommodation fee manually, mainly use in the case of Day Use,
when the Night Audit was not run during the guest stay
Posting History: Displays the history of postings on the guest bill, every single charge can be tracked if
required.
Privileges: If the guest does not want to leave credit for extras, or has run out of credit, you will apply No
Post. This will close all the interfaces in the room, such as minibar, pay TV, phone calls, and internet. It will
also inform other departments (Restaurant, Bar, R/S) that the guest has no credit and should pay directly
when ordering.
Profile: Used to access the guest profile
Pro Forma Folio: Accounts uses it to create an advanced bill upon request. NOT a real invoice
Reservation: Used to access a reservation
Room Move: Used to change the room number of the guest once Checked-In
Routing: We can set up the system to move charges automatically into a separate window (on the same
reservation, for example under the company name, this does not mean the company will pay for this) or into
a different room (different reservation).
1. Go to “Options/Routing”
2. Select “Window” (for same reservation) or “Room” (to transfer to another room)
3. Select “Entire stay” or “Specific dates”
4. In “Name” section select the name you would like the new window to be visible under (company)
5. In “Transaction” put an “X” in front of the transactions you would like to set up and click “Add”
6. Click “OK” to apply changes
7. Select which window you would like to set up
8. Click “OK” and accept changes
9. Click “Close” to close Routing window
10. Click “Yes” to “Refresh folio” question to apply changes
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7 Steps For Check Out:
1. Go to Cashiering/Billing and look up and open guest folio

2. Go to Folio/Print to print information and ask guest reconfirm charges
3. Click “Check out” to open the final payment window
4. Confirm payment/Credit Card details with guest
5. Update method of payment if different that the one in the system
6. Click Post, click “No” to “Print Receipt?”
7. Once Invoice is printed ask guest to sign both copies (offer envelope for invoice)

-Check Out-
The Greeting
Did receptionist pay full attention to the approaching guest?
Did the receptionist greet the guest first?
Receptionist made eye contact and said “Good morning/afternoon/evening How may I help you today?”
The Check Out

Did receptionist ask “May I take your last name or room number please?” (Use guest name at least twice
during the conversation.)
Did receptionist ask “May I also collect your room keys please?”
Did receptionist start a small conversation and followed up on the answer.
1. Did receptionist locate the guest folio in the system?
Did receptionist ask “How was your stay with us?” and responded accordingly?
If guest answered no to the previous question did the receptionist react well and handled the possible
complaint following LEARN?
2. Did the receptionist present to the guest a printed information bill to check?
If applicable was the bill amended accordingly
3&4. Did receptionist verify method of payment by asking: “How would you like to settle your bill”?
Did reception ask the guest to confirm the last 4 digit of the card?
5. Was method of payment changed if not already on the system?
6. Was payment processed correctly in system?
7. Guest was asked to check again the final invoice and sign both copies.
Did receptionist complete the check out in the system?
Invoice was neatly folded and envelope was offered?
Invoice was handed to the guest in friendly manner?
Guest was asked if she/he needs taxi arranged and offered help with the luggage.
The Farewell
Is there anything else I can assist with?
there be anything else I can assist with.”
Guest was thanked for staying with My Training Hotel and receptionist wished a pleasant farewell/journey.
Observers to check
Receptionist maintained eye contact and good posture throughout?
Did receptionist adjust the item/charge correctly?
Was the item removed from guest bill? (in case of 100% discount)
Was invoice correctly closed?
Is the room checked out?
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Detailed, including what you have to say:
1. Good morning, how may I help?

2. May I take you Last Name or room number please?
3. (look up reservation in Cashiering/Billing)
4. How was your stay with us?
5. If positive feedback: say Thank you. It is nice to hear you enjoyed your stay.
6. If negative feedback: deal with complaint using L.E.A.R.N.
7. Let me print an information bill for you to check, to make sure all the charges on your bill are correct.
8. (print Information bill from Folio/Print)
9. (give Information bill to guest and say) Please check your information bill and let me know if it is all
correct
10. Okay if this is all correct let me print your Invoice
11. Before I print, may I ask how would you like to pay for your charges?
12. Would you please confirm the last four digits of your Credit Card?
13. (if same as in system click “Post” and say “No” to “Print Receipt?”)
14. (if different to the system, ask) I have a different card on the system shall I use this new card?
15. (once invoice is printed ask guest to sign both copies)
16. Would you like me to put your copy in an envelope?
17. (fold invoice and hand it to guest in friendly manner, file your copy in banking tray)
18. May I give you a hand with your luggage?
19. Shall I book a car/taxi for you?
20. Anything else I can help with?
21. Thank you for staying with us
22. Have a fantastic day
Service Recovery Cycle (L.E.A.R.N.)
“L” for
Listen
“N” for Next

“E” for
Opprtunity To
Empathise
Follow Up
“A” for Ask

“R” for Resolve
Questions
Listen:
 Stop whatever you are doing and pay full attention to your guest, keep eye contact
 Nod (body language accounts for 70% of our communication)
 Take notes, ask guest if it is okay to take notes (if you cannot resolve issue, still take notes so you
can pass it on)
 Give the impression to the guest that you will do something about it, that you care
 Do NOT interrupt the guest, do NOT tell the guest to calm down
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 Do NOT take it personal (the guest is not upset with you personally, they are upset with you as a
representative of the product or service they are unhappy with)
 Remain confident (know your standards, know your procedures and be confident in your products
and services)
Empathise:
 Do not pretend
 Don’t say I understand how you feel
 Say: I can imagine how you feel… or if this would have happened to me I would be upset too.
 I can see why you are upset…, I am sorry you had to experience this. I can imagine how frustrating
this must be.
Ask:
 Find out as many details as possible (when, where and how it happened)
 The more details you know, the better solution you can offer
 Check if they did speak to another team member previously
 Don’t ask something the guest already explained or he/she will think you don’t listen
 Re-phrase some of the information to clarify (So you said this happened at 7am this morning?)
 Ask logical follow up questions
Resolve:
 The solution must relate to the issue that was brought to your attention
 Preferably offer something complimentary for the future so the guest will return
 If guest not happy about your solution, ask him/her if he/she has any suggestions
 Tell guest if it is not reasonable, explain why their suggestion is not reasonable
 Make sure once a solution is agreed you take action and deliver what you promised
Next:
 Follow up with the department which will deliver the solution

 Follow up with guest and check if he/she is happy with the outcome
 Leave notes on guest profile for future and update future reservations if applicable (Reservation
colour, traces)
 Inform your colleagues about complaint (handover, traces)
Backup
Is a written confirmation from a third party (company, travel agent, any third person) send to the hotel in
advance (normally 5 days in advance) in which the third party formally agrees for whom (guest) and what
they will pay for. The written confirmation must also include all booking details. Without an approved backup
the hotel cannot charge anything to a third party.
Information that can be found/required on a back up:
 Hotel details (logo, name, contact number, email, address, etc.)

 3rd Party details (logo, name, contact number, email, address, etc,)
 Full Name of the Guest
 Dates (arrival & departure dates)
 Billing Instructions (who will pay for what)
 Method of payment (MOP) (how the 3rd Party will pay, e.g.: CC, Bill back, Bank Transfer)
 Room type
 Room rate
 Number of rooms
 Special requests/Preferences
 Number of guests (PAX)
 Confirmation number (from hotel) and/or reference (from third party) number
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Billing Instructions
Billing instructions describes who pays for what. Here some examples of common instructions:
 POA: “Pay Own Account” Guest Paying Own Account

 BB to TA: Bed & Breakfast paid by Travel Agent
 RM to CO or RO to CO: Room paid by Company
 DBB to TA: Dinner bed & breakfast paid by Travel Agent
 BB to DEP: Bed & breakfast to deposit
 Full Acc to CO: Full account paid by company
 POE: Guest is paying only his extras

rd
DBB, incl. Bev up to £50 to 3 PCC*POE: Dinner bed and breakfast including drinks/beverages up
to the value of £50 to a third party credit card, guest is paying everything else/extras
Interview Process
1. Create a professional CV and get a cover letter ready

2. Look for a job and research the company
3. Create profiles on Hotel website and then register to recruitment agencies
4. Apply with your professional RA CV and customized cover letter. (Keep record of it)
5. If CV is accepted Phone Interview (HR ) (10-15min)
6. Assessment Centre (2-6 hours) (10-16 Pax)
st
7. 1 Interview with HR Manager (45-90 min)
nd
8. 2 Interview with FOH Manager (20-45 min)
9. Trial Day (2-6 hours)
10. Contract (Be thankful they could have chosen someone else)
11. Induction Day + Probation Period (3>6 Months) (2-4 weeks training)
How To Demonstrate Confidence?
1. Stand up if seated before greeting your Interviewer

2. Maintain eye contact, smile, greet, firm handshake and say: “Thank you for the opportunity”
3. Accept a drink if offered and drink from it
4. Smile and have eye contact throughout the interview
5. Listen and answer accordingly, ask the interviewer to repeat if question is unclear
6. Open body language (no leaning, no crossing arms and fingers, straight back)
7. Mobile phone must be turned off, no chewing and no pen in your hands
8. Farwell and say “Thank you for your time”
9. Send a follow up email thanking the interviewer and saying that you are looking forward to hear from
him/her
Interview Preparation Skills
Always prepare well in advance before you engage in an interview.
It is extremely important that you do some research on the establishment: check out their website, Wikipedia
or ask people if they know of the establishment.
 Research about the Hotel, (Hotel website, Group website & Trip advisor website)
 Prepare your typical Interview Q&A for Hospitality
 Read your Reception Academy notes (keywords & procedures)
 Know the interviewer's full name, the correct pronunciation and his/her title.
 Know the direction to the hotel (plan you journey with TFL)
 Be on time (allow time for transport issues), remember no more than 5 min in advance (might put
stress on the Interviewer)
 Groomed as per Reception Academy standards
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 Prepare a list of questions to ask during the interview. You must determine through your questions
whether the company will give you the opportunity for growth & development that you seek.
Prepare some questions you may wish to ask.
 Reason the position is available

 Culture of the company. Anticipated induction and training programme - What type of people
historically have done well with the company.
 Advanced training programmes available for those who have demonstrated outstanding ability.
 Company growth plans.
 Best-selling products or services.
Some "Do's" and Some "Don'ts":
DO:
 Plan to arrive on time or a few minutes early.
 Do fill out any application forms neatly and completely.
 Make sure you send your CV to the correct person.
 Greet the interviewer by his/her name. If you are unsure of the pronunciation, ask them to repeat
their name.
 Shake hands firmly.
 Wait until you are offered a chair before sitting down.
 Sit upright in your chair. Shoulders back and chin up.
 Look alert and interested at all times.
 Remember to listen as well as talk.
 Smile and be polite.
 Maintain eye contact when you are talking.
 Follow the interviewer's leads but try to get them to describe the position and duties early on so that
you can relate your background and skills to the position.
 Make sure that your good points get across to the interviewer in a factual, sincere manner.
 Always use examples to support your words.
 Make the interviewer realise the need for you in his organisation.
 Remember that only you alone can sell yourself to an interviewer.
 Be prepared to answer typical questions like those listed below.
 Always conduct yourself as if you are determined to get the job you are discussing. It is better to be
in the position of choosing from a number of jobs.
DON'T:
 Smoke or eat gum.

 Answer questions with a simple 'yes' or 'no'. Always explain whenever possible.
 Ever make derogatory remarks about your present or former employers or companies.
 Lie. Answer questions truthfully and as to the point as possible.
 Over answer questions. Answer honestly and if you are unsure of the answer, try not to say more
than is necessary.
 Enquire about SALARY, HOLIDAYS, and BONUSES, etc. at the initial interview unless the
interviewer raises the issues first. However, you should be aware of the salary range and benefits
before attending the interview.
 Be frightened of silence; at times the interviewer may be just trying to test you.
Be prepared for questions like these:
 Why are you interested in this particular role?
 What do you really want to do in your next career move?
 Why would you like to work for our organisation?
 Where do you see yourself, career-wise, five years from now and why?
 What interests you about our company?
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 What would your previous employers say about you?
 What have you learned from previous jobs?
 Which jobs have you enjoyed and why?
 What are your strengths and weaknesses?
 What do you think are the necessary assets for progression within a company?
 Will you relocate if required?
 What are your interests and hobbies?
 How would you describe 'teamwork'?
 Do you have any home or personal problems?
 Give an example of a problem or conflict that you have resolved recently.
At the end of the interview
 If you are interested in the position, say so.

 If you are offered the position and you want it, accept it there and then. Don't hesitate.
 If you feel you need time to think about it, be courteous and tactful in asking for time to think it over.
Set a definite date as to when you will get back to them.
 Do not be too discouraged if no definite offer is made or specific salary discussed. Don’t talk salary.
 If you have the feeling that the interview has not gone well and you have already been rejected, do
not let your discouragement show. The interviewer may just be testing your reactions.
 Thank the interviewer for his time and get up to leave. Remember time is important.
 Follow up with a letter or an e-mail and thank them for the meeting.
Think About This!
If you can answer these three questions in the interviewer's opinion:
 Why are you interested in the job and company?
 What can you offer the company?
 Can you do the job?
Then you are in with a great chance of a placement.
Finally, this is a guide for your help. Look at it like a "Map" that will lead you to success. All the best with the
job search.
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Appendixes
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Appendix 1
Problem Resolution
Complaint Solution Offered Potential Solutions

Guest booked out to another Taxi arranged to pick up  Please arrange a taxi for the guest to go to
hotel for one night at guest at 8am from the work next day. Also that taxi will bring the
£174.00 ex VAT plus EB to other hotel and be taken guest luggage to our hotel.
be billed back to us straight to his office. He  Upgrade accommodation on complementary
will be staying with us basis.
from 10/03 to 12/03  Send luggage to the room
 Check in the guest and have reg card pre
printed and key ready
 Leave a personal note in the room to
apologise.
 Duty manager will contact guest
 Send a fruit basket to guest
Long Stay guest complained Team member  Explain policy
about his credit card charged explained policy and  If guest doesn’t agree charge credit card daily
for entire room stay upon refunded guest card
check in and wanted it leaving a deposit of 7
refunded. He is a regular days on account. Wants
guest and does not agree explanation from LDM
with policy tomorrow, was too tired.
Night Manager sent
letter to room
Guest waited too long for Apologised to guest  Personally go to the kitchen and make sure
food in the restaurant, order offered dinner that the second order is correct
taken wrong, replaced and complimentary, offered  Offer the guest a drink while they wait
was wrong, third time she one free dinner voucher  Offer them a voucher so they come back to
got it right. for her next visit. the hotel for dinner
Guest had cold water in the Checked the water  Offer guest to have a shower in the GYM
room at 6am and did not temperature and was (electric shower)
report it, he came back at not going above 30  Offer to have a bath later when coming back
19.30 and the water was still degrees Celsius. Left from office and offer Molton Brown bath pack
cold, he could not have a letter for guest to
shower and want a discount contact DM for room
move.
Guest came back at
11pm. He did not want
to move. I checked the
water again and it was
42 Degrees.
Offered 20% on today
room rate.
We had a hard day so we  Make sure that we ask the guest on check
ordered room service, the out how their room service dinner was as we
food was good but it was can see they had R/S dinner from the bill
nearly cold this could be due  Call after few minutes of delivery if everything
to the plates being cold. The was satisfactory and if they need anything
waiter delivering the order else
had other orders to deliver  If guess calls and give us the opportunity to
so we thought that he had rectify we can offer an alternative meal that
delivered others before ours. takes only 10-15 min to cook
It was still eatable so we just  We can offer them dessert
ate and went to bed, too  We can offer a hot drink to go with the meal
tired to argue
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Guest called to say that I went up and walked  First contact the other guest to make sure
there were people making the entire floor, could they stop making noise
noise in the corridor. not hear anything.  Offer the guest a late check out so they can
Shortly, before the call stay in bed a bit longer
some guests returned to
the hotel who were
staying on the 11th floor,
and the noise may have
come from them
returning to their room.
Guest complained that on During the investigation  Ownership
Monday she has approached Team Member dealing  Generic Brand Standard
Executive Lounge with Mrs Guest  Leave a note in bedroom to say we have
receptionist and gave her a mentioned that she has been trying to contact guest
number to arrange for an Ice informed guest on the  Leave a voice mail or send email
Skate size tree to be same day that she  Handover to colleagues
delivered to the hotel. Guest called the given number  Check following day if done
mentioned that Executive several times and there
Lounge receptionist hasn’t was no answer on the
spread the information to other side.
other colleagues and no one I have offered myself to
made any effort to contact organise the referred
her back to inform about the request on behalf of Mrs
outcome. Guest and guest denied.
Apologised to guest for
the miss
communication.
Fruit plate organised to
send to guest room at
07:30pm
Heating didn’t seem to be Bedroom
working properly.  First check if by going to the room we can
fix it then and there.
 Offer a room move
 Offer extra blankets.
 Offer a portable heater.
 Offer a comp winter warmer (hot
chocolate, shot...)
 Offer comp breakfast in room.
 Offer Hot water bottle.
 Offer a discount.
Meeting room
 Offer comp Costa coffees.
 Offer portable heater if small room.
 Set up a bedroom syndicate if small
numbers.
 Book them out if we are fully booked.
o Pay for transport
o Offer to pay for a phone call
o Offer to pay for refreshments
Guest key not working and Apologised  Go with guest to room, so if key doesn’t work
had to come to reception 4 again, guest doesn’t need to come down.
times to get a new key.  Add a note on his profile and use service
recovery in PMS.
 Offer complimentary breakfast in the morning.
 Make sure F&B outlets know who he is, so we
recognise him if he comes down to the bar or
restaurant.
 Explain guest how to use lock and to avoid
having key next to mobile phone.
 Check if lock batteries need changing.
 Explain to the guest that if it happens again,
he can use the phone on the landing area to
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call reception and that we will send someone

to assist him.
Guest could not access flight Apologised and gave  To give access to Executive Lounge.
information without having to access to Executive  Offer to ask concierge
pay for internet. Lounge.
Bedroom didn’t have mobile Apologised and offered  Ask to offer to check what rooms have signal
phone signal room move. for his network.
 Assign individual room phone number and
forward his calls to this number.
 Note under door to remind guest to take off
the forward facility.
Guest complained that after Gave key after 2 hours.  Offer to call friend to clarify if not clear.
she arranged for her friend Apologised  Offer drink in bar while we call friend.
to be added to reservation  Offer extra room in the meantime.
and a key on arrival, we  Create a sharer in PMS.
didn’t let him in.  Send apology card.
 Ask senior member to meet on departure.
Guest complained that room Apologised. Offered new  Offer new room.
was dirty. room. Offered  Carry luggage for guest.
complimentary dinner.  Offer drink in bar while we find new room.
 Offer upgrade and if not available access to
Executive Lounge.
 Meet him on check out and apologise again.
Shirt did not come in time Apologised.  Call laundry service and find out how long it
from laundry. will take for the company to deliver the shirt.
 Buy him a new shirt at M&S, opened until
9pm.
 Press one to be refreshed.
A Diamond Loyalty Card  Offer wake up call, turn down service, taxi
member, is checking in. His arrangement.
flight was delayed and he  Ask guest if he wants us to call his meeting to
has an early morning let them know that he will be late.
meeting.  Store his luggage at concierge.
 Offer coffee to go.
 Inform guest of quickest route to meeting.
Guest is anxious not to miss  Offer room move.
her favourite TV show while  Send maintenance ASAP.
she is on her business trip  Find TV from another room.
and is upset to discover that  Record her show and place the DVD in her
the TV in her room is not room.
working.  Offer to use Executive Lounge.
A family is staying for  Recommend and give directions to walk in

several nights in your hotel. centre, chemist, child care.
The three young children are  Offer colouring pencils, toys, meal in the
quite a handful and one is room, DVD cartoons, Nintendo wii.
sick.  Organise games for children.
 Sign a card, “Get Well Soon” and send a toy.
A retired couple is  Surprise them with cake or champagne and a
celebrating their wedding welcome card.
anniversary in your hotel at a  Quiet table at the restaurant.
special dinner with several  Get flowers from the hotel.
members of their family.  Upgrade room and access to Exec Lounge.
 Rose petals
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Guest complained that we  Offer room move following day.

didn’t have any smoking  Update guest request for next stay.
rooms available and that we  Allocate smoking rooms in advance and if not
sad that the hotel is non- available then inform the guest before they
smoking. arrive to the hotel.
 Book out to another hotel in the area and
facilitate this for the guest.
 Offer them to stay in a non smoking room if
they agree to cover the cost of £50
 Offer smoke free cigarettes (plastic ones).
Female guest asked for Apologised but didn’t  Understand from guest what item she needs.
cotton pads to remove make offer to send item or to  If we don’t have the item in house offer to go
up. find out what she really and buy it for her.
needed.  Have a list of all toiletries available for Front
Desk staff.
 Follow up with guest to make sure she has
everything she needs.
 Don’t let the issue go until we understand
what the guest wants.
Guest complained that his Apologised and offered  Find out when the shirt is needed for and
shirt had been stained by complimentary laundry check if we can service it in house.
iron. for his shirt next day.  Buy similar shirt from local shop (Asda 24hrs,
M&S opened until 21:00 and John Lewis
opened until 22:00.
 Offer comp laundry for next day.
 If guest refuses our services, and uses double
cuff shirts, we can buy cufflinks as form of
apology.
Guest said he had problems Maintenance increased  Understand issues directly from guest and
with air conditioning, water control to allow ac to go take action.
pressure, speaker in 2 degrees higher than  Invite guest for a coffee to discuss face to
bathroom and safe. usual, increased water face.
pressure (though no  Go up t guest room and show him how to use
fault was found), and AC, shower, speaker, safe...
speaker was working,  Send him a note to apologise for the
no problems found. inconvenience.
 Make sure that on check out we ask him if he
is satisfied with our actions.
 Send guest a message to inform him about
the resolution.
Guest complained that his Apologised and offered  Offer complimentary olives while he waits.
main course took too long guest to have something  Mention the cooking time of the dish ordered.
and that the table next to him else instead.  Offer guest newspapers and talk to the guest
got their starter and mains while he waits.
before him. Guest left  Suggest alternative dish if he doesn’t want to
restaurant. wait.
 Check guest satisfaction and keep him
updated.
 Check that kitchen is going to deliver on the
specified time.
Guest complained that the Apologised and offer  Check that the correct TV is in the correct
TV in his room was not guest to move rooms. room.
working.  Move TV to the correct room.
 Offer complimentary movie for inconvenience.
 Offer complimentary crisps and nuts.
Guest complained that the Apologised to guest.  Replace fruit bowl straight away.
fruit bowl sent to his room  Allow them to have something from the
contained mouldy fruits. Executive Lounge while fruit is being
replaced.
 Note from the chef to apologise.
 Refund the cost if the guest was paying.
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Appendix 2
Useful Phrases When Taking A Booking
What if phone not answered within 3 rings?
 Thank you for holding the line

 I do apologise to have kept you waiting
 Thank you for your patience
 Thank you for waiting
How to verify what room type is preferred:
 What type of room would you like to book?

 What type of room do you have in mind?
 Do you know what you would like to book, or shall I tell you what we can offer?
 Would you like to book one of standard rooms or one of the executive rooms with access to the
executive lounge?
 I can offer you one of our standard rooms starting from £250 or we have the even more beautiful
executive rooms starting from £310. The executive rooms include access to the Executive Lounge
where we offer complimentary breakfast, internet, snacks and soft drink all day.
How to offer rate for a requested room type:
 The price of the room you would like to book is…

 I can offer you the rate of…
 I can offer you a “double deluxe room” at the rate of…
 I have a standard double room available at the rate of…
How to offer alternative dates and room type:
 I am sorry that the standard double room is not available however, I can offer you a Double deluxe
room for the £290
 The room you have requested is not available; may I offer you standard double room instead?
 This room / date you have requested is not available would you like me to check any other dates?
How to offer rates:
 I can offer you a room only rate, DBB, BB at the price of… This rate includes…
How to ask for loyalty credit card details
 May I have your loyalty card details please?

 May I ask if you are a member of our loyalty program?
 Are you collecting points with our loyalty program?
How to ask the guest to repeat what they said
 I didn't quite catch that

 Would you repeat please?
What if the caller is different to guest who stays?
 Are you booking for yourself or on behalf of someone else?

 Is this reservation for yourself or are you booking for somebody else?
How to ask for credit card details
 May I have your card details please to guarantee your booking?

 May I now have a credit card to guarantee your booking please?
 Could I now take expiry date and the name as it appears on the card please?
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How to confirm a booking:
 Mr / Mrs… may I go through the details of your booking to ensure all the details are correct?
 The booking is under the name of… Your contact details are… You have booked ( 1 double room )
st th
from ( 1 of June 2014 ) checking out on the ( 5 of June 2014 ) at the rate of… This rate includes…
and the booking is guaranteed by credit card ending…. You have also requested a high floor and a
non smoking room. Is this correct?
How to offer confirmation number:
 For your reference may I give you a confirmation number or would you prefer to have it sent to your
email? ( Make sure you have guest address when guest wants the confirmation send )
 Would you like me to print or email you the confirmation letter?
 Would you like to have your confirmation letter emailed or printed?
How to end the call:
 That is all done for you. Is there anything else I can assist you with?
 We have now completed the reservation, is there anything else I can assist you with at the moment?
 If there is anything else in the future, please do let me know, my name is Sandra I would be more
than happy to assist.
How to thank the caller:
 Thank you for booking with us, have a lovely day.

 Thank you for booking with us, we look forward to welcoming you on the (1st of June).
 Thank you for calling Mr/Mrs......we look forward to welcoming you on the (2nd May).
Useful Phrases When Checking In
Small conversation:
 How are you today?

 How was your day?
 What brings you to London / to our hotel?
 How were your journey / trip?
Reconfirm booking details:
 You have booked with us a standard double room for two nights until Thursday
 You have a reservation for a standard double room for two nights checking out on Friday.
Explain registration card:
 Mr Smith, this is your registration card. This is your departure date (circle it), this is your rate per
night (circle it) and this is your room number (circle it). May I ask you to complete the address details
here in block capitals, including the contact details? Also, are you resident in the United Kingdom? If
not: Please complete the passport details down here, and once you are done may I have two
signatures, one here and one here. Thank you.
Asking for the credit card:
 While you complete the registration card, may I take your credit card for authorisation?
 May I now take your credit card to guarantee your stay? I will authorise it for the room rate plus £50
per night.
 In the meantime may I take a swipe of your credit card to authorise?
Standard questions:
 Would you like me to arrange a wake-up call for you?

 And how about a complimentary newspaper in the mornings?
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 And would you like me to book a table for you in our fantastic restaurant?
Two key features:
 Just to let you know, breakfast is included in your rate and it is served in the restaurant from 07:00 till
10:30.
 Breakfast is not included in your rate, however you are more than welcome to join us in the
restaurant from 07:00 till 10:30.
 We also have a fully equipped gym on the lower ground floor next to the Spa. You have access to
both of them with your room key.
 We have 24 hour room service should you wish to take advantage of it.
 Our bar is next to the restaurant and it is open until 01:00am
Assistance with luggage:
 May I give you a hand with your luggage?

 Do you need any assistance with your luggage?
 Would you like me to give you a hand with your luggage?
Directions to the room:

th
Mr Smith, the elevators are on your left, just around the corner, and your room is on the 5 floor.
This is your room key and this is your room number (point out room number on key holder).
 Is there anything else I can assist with?
 My name is Daniel and if there is anything else I can assist with, please let me know at any time.
 Should anything arise during your stay, please do not hesitate to contact me.
Useful Phrases When Checking Out
Questions about the stay:
 How was your stay with us?

 Did you enjoy your stay with us?
If the guest reacted well:
 I am glad to hear that.

 Thank you, I am very happy to hear that.
If you are not sure if the guest liked it or not:
 You don’t look entirely happy.

 Was there anything we could have done better?
If guest does not react well (handle complaint using L.E.A.R.N.):
 I am really sorry to hear that.

 I can see why that makes you frustrated.
 I can only imagine how this must feel
Information bill:
 Let me now print an information bill so you can check that everything is correct on the bill?
 I am going to print an information bill for you to check.
Taking payment:
 May I ask how you would like to settle your bill?

 How would you like to pay?
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Final VAT Invoice:
 This is your final VAT Invoice, can you please take another look and sign both copies here and here
(point out where to sign)
 May I now ask you to sign both copies of your final VAT Invoice?
Envelope:
 Would you like me to put your copy of invoice in an envelope?

 Would you like to have an envelope for your invoice?
Taxi and luggage:
 Do you need any assistance with your luggage?

 Would you like us to store your luggage?
 May I give you a hand with your luggage?
 And would you like us to arrange a taxi for you?
 Would you like us to book a taxi for you?
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Appendix 3
Forbidden Service Phrases
DO NOT SAY INSTEAD SAY
Only used in formal written correspondence not

Sir / Madam verbally. Only and always use Last name with title
(e.g.: Mr Rogers)
Hi, Hello Good Morning/ Afternoon/ Evening
Uh-huh, Okay I see, Perfect, Of course, Certainly, Absolutely
Amazing/ Brilliant/ Excellent/ Fabulous/ Fantastic/

Have a good day Great/ Incredible/ Outstanding/ Superb/ Spectacular/
Wonderful day
Amazing/ Brilliant/ Excellent/ Fabulous/ Fantastic/
Great/ Incredible/ Marvellous/ Magnificent/
How was your day? Good
Outstanding/ Perfect/ Superb/ Spectacular/
Wonderful, thank you for asking.
Amazing/ Brilliant/ Extraordinary/ Excellent/
Fabulous/ Fantastic/ Great/ Incredible/ Marvellous/
A good restaurant (place, noun)
Magnificent/ Outstanding/ Perfect/ Superb/
Wonderful restaurant
Amazing/ Brilliant/ Exceptional/ Extraordinary/
Excellent/ Fantastic/ Incredible/ Marvellous/
A good receptionist (person)
Magnificent/ Outstanding/ Remarkable/ Superb/
Wonderful receptionist
You should have..., Why didn't you... May I ask if you...?
You have to… Would you mind.....?
I will try to get that to you I will get you that
As Soon As Possible (ASAP) Be specific, it will arrive in 10 min
What I can offer you is...

That's Impossible
What I can do for you is....
I am only a receptionist, I am just a receptionist that I will make sure this is...
is not my department I will look into this for you...
'Please tell me how I can be of assistance and I will
It’s not my job......
make sure that...
I can see that you are very disappointed. Could you
Well you..... It’s your fault
tell me exactly what happened?
Would you mind if I confirmed this with my manager.
I can’t do that
I will be as quick as I can. / I will be with you shortly.
"Good question, let me check and find that out for
I don't know
you."
If you think before you speak, you can turn every
No. negative response to a positive one, e.g.:"I am not
able to do that, but I can...
That’s most unusual. Would you mind telling me
Are you sure?
exactly what happened?
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Would you mind telling me exactly what happened

You’re confusing me....
please? / Ask more questions related to the topic...
What’s the problem this time? How may I help you, Mr Smith?
You’re wrong...... There seems to be a misunderstanding
There seems to be a misunderstanding. Would you

Who told you that? Who said that?
mind telling me what happened?
The reason for this is..... I really want to help you
It’s company policy.... with this situation. How would you think we could
reach an agreement?
No problem! Certainly/ Absolutely/ It’s a pleasure
It’s my mistake Let me take care of this...
Cheap Less expensive, inexpensive
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Appendix 4
Opera PMS Exercises
Reservation Exercise 1
Create a reservation for:

 3 nights in a future month
 1 adult
 Guest would like a non flexible rate (cannot be cancelled or amended)
Update reservation with the following:

1. Guest would like to have a Smoking Room for every time they stay with us
2. Guest requested an early check in from 08:00am
3. Guest would like to receive the Times Newspaper every time he/she stays with us
4. Guest celebrates wedding anniversary on the day of the arrival
5. Guest requested champagne and flowers to be arranged in the room
6. Guest will be celebrating in the restaurant with friends form 17:00 till 20:00
7. Guest received a package which is held by Concierge, please make sure we hand it to the guest on
arrival
8. Guest would like to have a High Floor for this occasion, but a Low Floor for every other time
9. Please place a Hair Dryer in the room
10. Please bear in mind that guest is lactose intolerant

 2 nights next month
 2 adults, separate beds
 Rate includes breakfast
 Guest does not have a credit or debit card

1. Please update guest address details on the system
2. Please add name of both guests to the reservation
3. Main guest is vegetarian
4. Please place a Hair Dryer in the room
5. Guest friend called and left a message: “Please call me back on 07789456123 as soon as possible.
We need to change the location of our dinner.”
6. Guest would like to have a wakeup call for every morning at 5:45am
7. Guest would like to have an extra fridge in the room
8. Please make sure you “Welcome Back” the guest

 2 nights starting today
 1 adult
 Guest does not have a credit or debit card

1. Guest would like to have a room near the elevator for this occasion
3. Guest would like to receive The Sun newspaper for every time they stay with us
4. Guest is vegetarian
5. Guest works for “Reception Academy” please attach company profile to the reservation
6. Guest will be in the gym between 17:00 & 19:00, please make sure nobody disturbs him
7. Guest would like to have a High Floor for this occasion, but a Low Floor for every other time
8. Please place a Luggage Rack in the room
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9. Please allocate room and make sure nobody moves it
 5 nights within the next two weeks

 2 adults, 1 child (7 years old)
1. Guest would like to have a spacious room

3. Please add guest partners name to the reservation
4. Guest requested an early check in from 12:00 (noon)
5. Guest is only eats “halal” food (Muslim family)
6. Guest would like to have a Non Smoking Room for every time
7. Please place an Extra Bed in the room

 2 adults
1. Guest would like to have a High Floor & Quiet Room for every time they stay with us
3. Please add guest partners name to the reservation
4. Guest requested an early check in from 10:00am
5. Guest would like to receive the Financial Times & The Cheeky Monkey Magazine every time he/she
stays with us
6. Guest celebrates birthday on the day of the arrival
7. Guest requested a cake and wine to be arranged in the room
8. Please arrange a complimentary upgrade for the guest to the next available room type
9. Guest will be celebrating in the bar with friends form 17:00 till 23:00
10. Guest received 5 packages which is held by Concierge, please make sure we hand them to the
guest on arrival
11. Guest is permanently in a wheelchair
12. Guest would like to have a Smoking Room for this occasion, but a Non Smoking Room for every
other time (he is only smoking due to the birthday celebration)
13. Please place an Adaptor and a Luggage Rack in the room
14. Please bear in mind that guest is allergic to feathers
15. Please allocate room and make sure nobody moves it
Billing Exercise 1

 2 adults
 Check the reservation in
 Authorise the guest credit card
 Change the number of nights on the reservation to “0”
 Post 10 items on the bill
a. Breakfast food
b. Breakfast beverage
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c. Internet
d. Gym
e. Dinner food
f. Dinner beverage
g. Newspaper
h. Laundry
i. Minibar
j. Spa
Amend the following on the reservation:
1. Guest would like to have all the food and beverage items on a separate bill
2. Guest would like to split the spa in half and pay half on a separate bill
3. Please give 100% discount on the internet as guest has the internet for free (Loyalty card holder) –
prepare the paperwork for this
4. Make sure that the previous allowance is not visible on the guest bill
5. Guest would like to pay the food and beverages with cash
6. Guest would like to pay everything else with the credit card
7. Check the guest out
Billing Exercise 2

 2 adults
a. Laundry
b. Minibar
c. Spa
1. Guest would like to check out right now
Billing Exercise 3

 1 adult
a. Breakfast food
b. Internet
c. Gym
d. Dinner food
e. Dinner beverage
1. Guest comes to the desk and would like to have the dinner on a separate bill and would like to pay
cash for it
2. Guest would like to buy a bathrobe
3. Guest would like to change the credit card on the reservation to a different one
4. Guest would like to pay for the bill now (he will check out tomorrow)
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In House Guest Exercise 1

 1 adult
1. Add a company profile to the reservation (Create a company profile)

2. Add a second credit card to the guest reservation for window 2 only for extras
3. Move the guest to a higher category room and the guest is paying for it
4. Update guest address on the reservation
5. Guest tells you that he would like a wakeup call for every morning @5:45am
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Appendix 5
Foreign Exchange
Night Team will update the exchange rates daily. Hotel usually includes commission in the exchange rate.
Guests can pay their bill with foreign currency up to the equivalent of £5000. Anything above this amount will
have to be exchanged by a bank as it must be checked for money laundering.
General rules of foreign exchange:
1. You can only exchange for guests staying in house

2. Exchange no more than £100 per room per day
3. You can only exchange foreign currency to GBP, not the other way around
4. Never exchange coins
5. Always check money for forgery (UV light, special pen, Foreign Currency Identification Guide by
Travelex)
Please note the above 5 steps are general rules, this may change from one property to another. Always
confirm the procedure with your employer.
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Appendix 6
Loyalty Programme
Main purpose of a loyalty programme?
 To reward loyal customers

 Achieve brand loyalty
 Loyalty programmes are used by hotels as a marketing tool
 To collect data and to offer a better service
 Advertising for hotels
 It is a branding tool, to create brand awareness
Examples of Loyalty Programmes: Starwood Preferred Guest, Hilton HHonors, Hyatt Gold Passport,
Priority Club, Marriott Reward, etc.:
Benefits: Collecting points, free newspaper, free upgrades, free breakfast, fast track check in, free
amenities, various discounts and collecting air miles and free night stays (redemption stay).
Tier Levels: Hierarchy of the membership, the more you stay / spend the more benefits you will receive.
(See a specific loyalty programs for tier levels)
Redemption Stay: When a member exchanges his points for a free night stay.
72 / 48 / 24 Hours Guarantee Policy: When a hotel is fully booked and a top level member wishes to
reserve a room on that particular day. Depending on the hotel policy if a guest calls enough time in advance
(72 or 48 or 24 hours) we are obliged to take his/her booking.
No Black Out dates: There are no date restrictions for redemption stays. As long as the hotel is selling at
least one room, the guest can book a room and use their points to pay for it.
How to offer the loyalty programme to a walk-in or check-in:
 Receptionist: Are you member of our loyalty Program?

 Guest: No I am not.
 Receptionist: Well, we offer great benefits with our loyalty program such as collecting points with
every pound you spend in our hotel; we will keep your details on our system so in the future you can
speed up the reservation and check in process. As you get promoted to higher levels you will get
more and more benefits, such as free breakfast, free internet, free upgrade and once you have
enough points you can exchange them for a free night in any of our brands.
 Would you be interested to join our Loyalty Program?
Let me give you this brochure, you can read a little more about it here. If you decide to join, I am
happy to enrol you at any time here on the desk or you can always go to our website and enrol
online.
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Continue your professional

development with one of our other
classroom or online courses.
www.ReceptionAcademy.com
Page | 50

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RECEPTION ACADEMY

Student Info Pack

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Academy & Trainer Details

Phone: 020 7953 7796

Trainer Phone Number:

Table Of Contents ............................................................................................................................................03

Appendix 1 - Problem Resolution ....................................................................................................................34

Reception Academy Game Rules

Language: Only the English language is allowed in class.

What Is Expected Of A Good Receptionist?

What Makes An Exceptional Receptionist?

 Delivers personal service

Grooming Standards – Gentlemen

 Clean and well ironed white shirt

 Oxford or Derby only, no Brogue style shoes are allowed.

Jewellery: Only wedding band can be worn, no fashion jewellery is allowed

 Earrings must not be worn

Aftershave: Not too strong or over-powering

 Fresh smelling body

Tattoos: No visible tattoos allowed

Grooming Standards – Ladies

Shoes: Black, smart conservative style shoes. Shoes should be

Jewellery: Only wedding ring can be worn, no fashion jewellery is

 Earrings: One in each ear, studs or sleepers

Make-up: Make-up to be naturally subtle and complimentary

Perfume: Not too strong or over-powering

 Fresh smelling body

Tattoos: No visible tattoos are allowed.

What Must Be Displayed By Law In The Reception Area?

Why Is It Important To Keep Your Desk Tidy?

What Is The Function Of A Reception Team?

Internal call from another department:

Internal call from a guest bedroom:

Placing a guest on hold

Transferring phone calls

Ending a conversation on the phone:

 ...(before ending the conversation)...

 Who is calling / Full name of caller

 When was message taken – Date & Time of call

Important points to remember:

 Message is always to be taken word by word as given to you by the caller

Message For: Caller is Calling From:

Date & Time: Taken By:

A: Alpha H: Hotel O: Oscar

Template to take message over the phone:

Departments We Work With

Departments we work with and what we can do on behalf of them:

Accounting: Food & Beverage:

We print bills We recommend

We take bookings We give directions

Switchboard: Room Service:

We answer phones We take R/S orders

Kitchen: Sales & Marketing:

We advise of allergies We do show rounds

Inform them of room moves

We advise of return guests with previous room related problems

What should a good welcome look like?

 Enthusiastic, with eye contact and a sincere and honest smile

A good welcome template:

 Eye contact with sincere and honest smile

Different guests expect a different welcome & different sort of conversation