Basic check-in(15 process )
Welcome Guest ; greet the guest according to the arrival time
If guest wait, thanks them for waiting
Serve the cold towel and welcome drink
Ask surname to check with today arrival list
Confirm type of room and length of stay
Finalize the room rate and confirm the mode of payment( cash/ credit card )
To fill the registration card
Get the sign of the guest on the registration card
Check room in the system
Give room key to guest
Give hotel information ( rooming spiel ) and inform his room location
Wish guest to a pleasant stay
Send guest to his room and all his luggage
Inform housekeeping about check –in
Process check-in in the computer system
VIP Check-in
1. Need to check-in VIP guest arriving at the hotel systematically and effectively
2. Check in advance for arrival
3. Make necessary arrangement in advance
4. Assign a suitable room
5. Make pre-registration card
6. Stand by at Lobby
Group Check-in
1. Check the group arrival
2. Group information; all information in detail
3. Prepare for group arrival ;welcome folders, keys
4. Monitor and follow up room status in the system
5. Provide a copy of name list
6. Get passport list and nationality list from tour leader or the guide
7. Print group rooming list and attach the printed list with group information sheet
Walk In Check-in
1. Up selling
2. Conduct a quick check-in in the system
Room Change
Assign new room
Raise room change form
Changing room when guest is ready
File room change form
Safe Deposit
Fill out the safe deposit form
Select one safe deposit box
Check sign, room number and etc…
Attached safe deposit form with registration card
Room Types
Single room – for one person, have one or more beds
Double room – for two people, have one or more beds
Triple room – for three people, have two or more beds
King room – for one or more people, have king-side bed
Twin room – for one or more people, have two beds
Connecting room – with individual entrance doors from the outside and connecting door btwn
Suite room – have adjoining rooms, sitting room, bed room, kitchen
Room Status
Vacant
Dirty
Ready for occupancy
Out of order
Main Duty of Front Office Check-out
1. Creating and Maintaining accounts
2. Tracking Transaction
3. Settlement of guest accounts
4. Update room status information
5. Updating Front Office records after guest departures
6. Creating guest history record ; good, lasting impressions
Guest Account
A record of financial transactions that occur between guest and hotel
Account : All charges & payments recorded; the guest bill
Account Payable : Account on which purchases are made on credit
Account Receivable : Account for which charges are made on credit
Advanced Deposit : A deposit paid by guest to guarantee a room reservation
Bank Card : Credit Card
City Ledger : All non-guest account; house accounts &unsettled departed account
Credit : An amount that reduces the balance of guest account; opposite of debit
Debit : An amount that increases the balance of guest account
Deposit or Paid in Advance : A partial payment made by guest to guarantee a reservation
Guest Check : The bill presented to patrons of the dining rooms,bars or any of the hotel’s outlets.
Guest Ledger : An accounting of all the charges & payments for guest of the hotel.
Credit Authorization : The maximum amount of charges that have been authorized by accredit card
company to be made on a guest’s credit card.
High Balance Report : A report listing guest accounts that exceed the credit authorization
Hot List/ Cancellation Bulletin
