CASHIER STANDARD OPERATING PROCEDURE

Front office of a Hotel is the most important place. The first employees who come into contact with
most Guests are the front office staff. Members of the front office are most noticeable and also
ashamed well confessant/knowledgeable about the hotel.

1. Greeting:

Guest the guests on his/her first arrived. It has been told that “First Impression is the host impression”. So
it very important to know How to greet the hotel guest politely when he/she enters in hotel premises. You
must use “Formal and as language Good
Morning/Afternoon/Evening etc.

2. Registration:

Registration procedures begins at Front Desk/Reception counter. Front desk personal have to have ready
smile at all the times while greeting the guest. As the guest approves the reception he/she must be greeted
nearby with dedicated attention eye-to-eye contact.

It is very important for reception to bear in mind that the guest who is warmly blamed with sincere
greeters will feel expert similar attention from other hotel offices.

There is an axel rule practiced by the front office staffs/receptionists. This has 2 bare parts:
1. The first 10 suggests that, guests have mentality to judge a hotel by his first 10 minutes visit. So, dairy
this time if he gets well professional services then they will have positive thoughts about the hotel.
2. The other 10 means a receptionist should greet 10 feet before he/she comes to reception. This make a
fervidly atmosphere.

A registration record is erected by front office presented. In the record all necessary date of the guest are
written and this card holds acme basic information, such as:

a) Guest Full Name

b) Address / Contact number

c) Date of Check in and Check out

d) Company Name

e) Room Rate / Amount

f) Payment Method
Hotel Room Inventory

Making room inventory is a continuous process in any hotel industry. Room inventory is maintained for
housekeeping purpose. In fact this term is used to determine how many rooms are errantly in the hotel for
date. Hotel room have certain term which define its statues for example:

a) Occupied

b) Stay Over

c) Out of Order

d) Vacant

ALWAYS REMIND TO CLIENT OUR STANDARD CHECK IN TIME IS 2PM AND CHECK OUT
TIME IS 12NN... 22HRS. OF STAY.

A. Info Stub:
- Kailangan complete name ni client hindi pwedeng nickname or last name lang.
- Contact number ni client para kapag may problem mabilis sya matawagan.
- Room number dapat nakasulat din and what kind of room un inoccupy nya.
- Number of pax paki sulat po!
- Check in/out time and date dapat si client ang magsulat hindi kayo para kung magsabi si client na
hindi naman ako nagsulat nyan yung cashier may laban kayo kapag umangal sa time in and out.
- Key Deposit for new check in then yung stub para marefund ibigay kay client para may proof na
narefund.
- Total amount ng binayaran ni client sila din ang magsusulat!!!
- Signature ni client important!
- Ugaliing manghingi ng I.D ni client then photocopy nyo attach sa AR na ilalagay sa clearbook.
- Kada EXTEND ni client ioout sa system then panibago IN ulit… para Makita un mga binayad sa
receipt sbi ni mam lani.
- Wag kalimutan bigyan ng remote si client.

B. CHECK OUT
- Icheck sa system kung may balance si client wag agad agad iout.
- Ipacheck kay HK ang room then ipasign sa Hk ang receipt then sign ni client sign din nung
naglinis..
- Check out keys ilolog kung sino kumuha at nagsoli at naglinis.
- Paki collect ang remote kapag check out at iayos sa tamang lagayan.
- Tanggalin ang mga receipt ng nagcheck out na sa mga clearbook iattach ito sa report nyo together
with hk checklist and refund stub.
- Tatakan ng check out!
- For Videoke check out ipacheck niyo ito kung may nasira nabasag kahit anong damage bago
magrefund! Kahit dance studio ipacheck at itago ang 2in1.
C. ROOMS / VIDEOKE
- ICHECK KUNG MAY MGA NAKARESERVED SA ROOM EVERYDAY!
- ICHECK KUNG MERONG DELAYED PAYMENT INFORM AGAD SI CLIENT OR
PAKATOK KAY HK KAPAG LATE PAYMENT NA.
- FOR VIDEOKE ICHECK ANG DATE AND TIME PARA HINDI MAGDOUBLE BOOKING
AND KUNG MAY KASABAY NA EVENT ANG VIDEOKE PLEASE INFORM NIYO SI CLIENT
NA MADEDEDLAY YUNG FOOD.
D. REFUND
- PACHECK KAY HK YUNG ROOM THEN PASIGN KAY CLIENT YUNG LOG NUNG
REFUND
- WAG NA WAG IBIBIGAY KAY CLIENT YUNG REFU ND HANGGAT HINDI
SINASABI NG HK NA OK NA!

E. FOOD ORDERS
- ICHECK KUNG ANO ANG MGA AVAILABLE FOODS.
- KAPAG GALING SA BRICKHOUSE YUNG UMORDER NEED NG ORDER FORM PARA
HINDI MAGULO.
- WAG KALIMUTAN IOPEN ANG FOODPANDA!
- +5% CHARGE FOR VIDEOKE ORDER

F. INVENTORY
- KADA SHIFT KAILANGAN MAY STAR AND END NANG INVENTORY
- WAG TAMARIN MAGBILANG
- SABIHIN AGAD KUNG WALA NA STOCK OR PANINDA.

G. CARD TERMINAL
- IATTACH NYO LAHAT NG TRANSACTION NYO SA STUB AND SA REPORT NYO..
- ALWAYS SETTLE THE CARD TERMINAL!!!

H. CHARGE ALL CELLPHONE LALO NA SA NIGHT SHIFT!

I. MAGTURN OVER SA KAPALITAN KUNG MAGKANO YUNG SALES NYO AT HINULOG

SA VAULT.

J. PLEASE LANG MAGSULAT KAYO KUNG ANO ANO NARERECEIVED NIYO LALO NA
SA BLACKBOX ISULAT LAHAT NG KEY DEPS.

K. WAG MAHIHIYANG MAGTANONG!

L. REPORTS: PLEASE LANG PAKICOMPLETO REPORT NYO NAME AND SIGNATURE NYO
SUNOD SUNOD YUNG NAME KUNG ANO YUNG NAKALAGAY SA PRINT OUT SALES NYO
THEN FOOD PANDA NEED NG ORDER CODE SA RECEIPT ISULAT NIYO PO ITO!!! PARKING
STUB PAKI AYOS PO AND ATTACH SA REPORT..

M. MONTHLY STAY KAILANGAN IPASIGN KAY CLIENT YUNG AGREEMENT/CONTRACT

THEN IPAREADING YUNG ELEC.METER. WATER BILL IS 250 PER HEAD PO.
5000 FOR SECURITY DEPOSIT PLUS 500 FOR KEY DEP.

L. KUNG MAY NAKALIMUTAN PA KO PAKI ADD NA LANG.. THANKS GUYS! PLEASE

COOPERATE!