CAVITE STATE UNIVERSITY

CAVITE CITY CAMPUS

PULO II, DALAHICAN, CAVITE CITY

NARRATIVE
REPORT
(MONTH OF AUGUST TO NOVEMBER 2019)

DEPARTMENT OF MANAGEMENT
BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT/ BACHELOR
OF SCIENCE IN HOSPITALITY MANAGEMENT

MARC ALFRED C. SAN PEDRO, MM.

Department Chairperson

PAOLA Q. CASTRO, MSHRM

Program Coordinator

Hospitality Management Unit:

JAMES JASON A. CABIDOG
SEUZ REY R. CANTELA
EMERIZA S. CAPARAZ, MSHRM
JOEL C. DIGNO
JUSTIN SIMON A. DIOLA
VHERNIE R. LOPEZ
AXEL D. LUBAG
PATRICIA CAMILLE V. MALIMBAN
ERNIE T. PANGGAROTAN
KHULINE GIANN A. PORTACIO
JOLLIMAR M. PROFETA

The Hospitality Management Unit of Department of Management, which consists of

twelve faculty members, was able to accomplish the following activities for the month
of August to November 2019.
 BSHM-111 Front Office Operation

Accomplishment Report
To be submitted to the
Department of Science and Hospitality Management
Cavite State University
Cavite City Campus

In partial fulfillment
of the requirements for completion of the subject
BSHM-111 Front Office Operation

1st Semester A.Y. 2019- 2020

BSHM-2B
Mrs. Paola Castro give her Final Laboratory for the BSHM-2B with the overall lecture
including the reservation, telephone call, reception check-in procedure, bell service
procedure, and the check-out procedure.

Considerations in Accepting Reservation:

• Be sure space is available
• Do not promise of commit a particular room number.
• Do not commit a special rate without proper authorization
• All request for suites must be referred to the Head of Reservation or
Reservation Mgr, Asst. Mgr or Duty Manager
• Advice the client of the 6PM Policy is reservation is not guaranteed
• If the booking party wants the guest’s account charge to another party, an
LOA (Letter of Authorization) specifying the charges must be requested from
the booking per in their company’s letter head.
• For group bookings, consider giving the group leader a hotel tour, and check
the food and beverage department if they can handle such groups. The group
leader will be given complimentary room once the contract has been made.
Reservation Process
• Step 1: Pick the phone before the third ring.
• Step 2: Check the status board which gives the status of rooms.
• Step 4: Get reservation information from the guest
• Step 5: Ask the guest to send a written confirmation of the reservation
request or print out the reservation confirmation letter and present it to the
front desk upon arrival
• Step 6: Thank the caller and welcome him giving him the confidence of a right
choice
Information Needed for a Reservation
 The name of the guest.
 Company (If employee referred by the company)
 Address, City and Province
 Phone
 E-mail
 Date of Arrival
 Date of Departure
 Type of Room
 Number of Pax
 Special Requirements
 Guarantee/Non-Guaranteed
 Billing Instructions
 Visa Type and Expiry Date (For Guaranteed / Confirmed)
 Telephone Manners
• Answer calls promptly and pleasantly on the second ring at the most or the
third ring.
• Always have a notepad and pen by your phone so that you can take message
correctly.
• Always put a smile in your voice.
• If necessary, list down all the points you want to discuss so as not to forget
the purpose of the call.
• Make sure you have the correct number before dialing in order to save time
and embarrassment.
• Before you make outgoing calls, ask yourself whether you really need to make
the call.
• If no answer: I’m sorry mam/sir nobody answers, would you like to leave a
message, please... thank you for calling
• If you wish the caller to identify himself, ask politely: May I know who’s
calling please?
• Before calling the person being requested by the caller say: One moment
please.
• In case you get a wrong number call, say: I’m sorry mam/sir you dialed the
wrong number. This is (name of the hotel)
• Some ways of saying good-bye: Thank you for calling (name of the hotel)
good-bye and have a nice day!
 Check-In Procedures
1. Welcome the guest with a smile saying: “Good Morning. Welcome to Hotel
el Chabacano. How may I help you?
2. Ask the guest if they have a confirmed reservation by saying “Do you have a
reservation with us sir/madam?
3. If the answer is “yes” say, “May I have you name please?” or “May I have
your reservation number / confirmation letter?”
4. A valid ID from the guest may also be asked for validation purposes
5. Check with the room rack / room status. Verify the information of the guest
reservation.
6. If confirmed, then offer the registration card using the guest name saying
“Mr./Ms.___, Kindly fill this registration card. Assist the guest if required.
The guest must fill in his/her own handwriting/
7. One the guest has completed filling the registration card, check the card for
completeness,
8. Confirm the mode of payment to the guest by saying “Mr./Ms.___, I would
like to confirm that the mode of payment of your choice is credit card
with the card number of 12345.
9. Allot room, and authorize the lobby staff to move the guest baggage into the
room by giving the name, room number and signing the Arrival Errand Card
initiated by the bell desk, and handling over the room key to him.
10. Establish identification or credit according to hotel policy. If the guest pays in
credit card, ask for the credit card and verify credit limit. If it is in cash
(depending on the hotel policy), an amount equivalent to one night stay as
deposit is required by most hotels. “Mr./Ms., May I have your credit card for
verification purposes?” or “Mr./Ms., May I remind you that since you will
be on cash basis, the hotel will be asking for a deposit payment for the
first night of your stay”
11. After the guest has fully registered, the desk clerk hands over the welcome
drink card and room number card and introduce the bellman by saying
“Mr./Ms., Here is your room key card. You are assigned at room 204. Our
bellman, Marcus will be happy to assist you into your room. If you need
any assistance, do not hesitate to call the front desk by dialing 0. Thank
you for choosing our hotel and have a nice stay”
Bell Service Procedures
1. When a guest arrives, the doorman buzzes the Bell Captain’s desk for a bell-
boy.
2. The Bell Captain will initiate the Arrival Errand Card by giving the bell boy
identity number who is attending to the guest.

BELL BOY NO: DATE: TIME: AM/PM

ROOM NO: GUEST NAME:

BAGGAGE TYPE & NO: REMARKS:

• SUIT CASE:
__________
• BRIEF CASE:
__________
• HANDBAG:
__________
• OTHER PACKETS:
__________

BELL CAPTAIN’S SIGNATURE: FRONT DESK SIGNATURE

3. The bell boy will ask permission from the guest to unload the baggage from
the transport. He brings the baggage to the baggage entrance beside the
main door. He places the baggage at the bell desk and awaits instructions
from the receptionist to move the baggage to the guest room. Hotels may
have tags to identify baggage. “Good day welcome to ABC Hotel. I am
_____ and I will be assisting you today. May I assist you with your
baggage / luggage mam/sir?
4. The bell boy will inform the receptionist or lobby manager in case a guest has
scanty baggage or he can inform the guest directly by saying: “Sir/Mam, you
have 2 suitcases but one is damaged”
5. The front desk will confirm to the bell boy that the guest has been registered
into the hotel by signing the Arrival Errand Card and giving the name and
room number of the guest. The front desk will also hand the allotted room key
to the bell boy.
6. Lead the guest to his/her room with the baggage. Some hotels will have
separate baggage elevators in which case the guest is given the direction to
the room and the bell boy follows in the baggage elevator. “This way
Mr./Ms._____. I will assist you to your room”
7. In case the bellboy goes to the room with the guest following, the bellboy may
want to open up conversation with the guest or inform him/her regarding
house specialties the hotel is offering today.
8. The bell boy will open the door and let the guest enter the room first. “After
you Mr./Ms.____.” He follows and places the baggage on the luggage rack
provided in each room. He leaves the room key on the dresser or allotted
place at the entrance.
9. The bell boy explains the following features of the room:
 The console from where the room lights are operated
 Air-conditioning and television controls and how to operate it
 Internal locking system
 Mini-Bar operation
 Telephone controls and how to operate it
 Internet connection points
 Display of fire-exit rules
 Safety locker (if provided in the room) and how to operate it.
10. Wish the guest a pleasant stay and leave. Though it is an international
practice to give tips, bell boys should not solicit for it. “If you need further
assistance, don’t hesitate to call the front desk by dialing 0. Thank you
for choosing our hotel and have a pleasant stay
Check-Out Procedures
1. Guest calls the front office informing the desk of his intention to check-out
2. Bellman has been informed of the guest’s check-out
3. Bellman goes to the guestroom to assist guest with his luggage
4. As the guest approaches the front desk, the clerk greets the guest: “Good
day mam/sir, welcome to ABC hotel, how may I assist you today?”
5. Determine guest name and verify that name corresponds to room number:
“May I have your full name mam / sir?
6. Secure registration card and folio from the “pit”
7. Recover key(s) from the guest: “May I ask for your keycard Mr./Ms.____?
8. The desk clerk calls the restaurant for meal chits and housekeeping to check
the room for mini-bar consumptions. If there are any, proper charges are
immediately relayed to the front office for posting: “Mr./Ms _____, please
wait for a moment while we check if you have any mini-bar
consumptions.
9. While waiting, determine whether or not the guest had a pleasant stay, or
have a little chat with the guest. “While we are waiting, I wanted to ask the
experience that had while staying with us?” “Did you enjoy staying in
our hotel Mr./Ms._____?
10. If the guest did not have a pleasant stay, apologize for any minor complaints
and log them immediately or call a manager and make necessary
adjustments: “I see. We are truly sorry for that Mr./Ms.____. We will make
sure to take note of it and not to happen again. Because of what
happened, we would like to give to these to make up to you
Mr./Ms.____.”
11. Total the folio and present it to the guest with a pen for verification and
signature: “I would like to present to you the folio with all of the
transactions that you have made while staying with us. You may want
double check it Mr./Ms.____ to review if everything is correct”
12. After the receipt of the approved folio, make sure that it has been signed:
“May I request for you to sign the folio Mr./Ms.____? Thank you”
13. Confirm the settlement method “I just wanted to confirm that you will be
using your Visa Card with the card number 1357831 to settle your bill. Is
that correct Mr./Ms.____?”
14. Settle the account using the correct procedures and close the folio: “May I
ask for your credit card Mr./Ms.____?”
15. Present completed folio and possible vouches folded (or in envelope) to the
guest for their personal file
 16. Issue departure/clearance slip: “Here is your clearance slip Mr./Ms.____.”
17. Thank the guest for staying in the property: “Thank you for staying with us
Mr./Ms.____, hoping to see you again”
Bellman accompanies guest to the car. After luggage have been counted for,
bellman bids the guest goodbye