HME 207-208 Front Office Operations
All Inclusive Resort
Hospitality Industry
- Is one of the major sources of revenue and
employment in the Philippines.
Hospitality - refer to commercial services
given to tourist and travelers by
establishment like hotels, resort, tour and
travel agencies, restaurants, tourist attraction
centers, theme parks, entertainment and
relaxation centers like bars, theaters, sports
complex and leisure centers.
Hotels And Accommodation Facilities
- Play a significant role in the promotion of
the hospitality business since they provide
most of the services needed by tourists and
travelers, among which are room
accommodation, food, entertainment and
many others.
- In the promulgation of Rules and
Regulations governing hotels and similar
establishments, that DEPARTMENT OF
TOURISM categorized accommodation
establishments as follows;
Hotel
- Is a building, edifice or premises or a
completely independent part thereof, which
is used for the regular reception,
accommodation or lodging of
travelers and tourist.
- Establishments that provide paid lodging
on a short term basis.
Types Of Hotel
1. Business Hotels
2. Airport Hotels
3. Suite Hotels
4. Serviced Apartments
5. Resort Hotels
6. Bed And Breakfast/ Homestays
7. Vacation Rentals
Resort
- Place with a pleasant environment and an
atmosphere that is conductive to a
comfortable and healthful relaxation and
rest, offering food, sleeping accommodation
and recreational facilities.
Types Of Resorts
1.
2. Beach Resorts
3. Golf Resorts
4. Island Resorts
5. Lake Resorts
6. Luxury Resorts
7. Mountain Resorts
8. Ski Resorts
9. Spa Resorts
10. Theme Park Resorts
Tourist Inn
- Lodging establishment catering but does
not meet the minimum requirements of an
economy hotel.
- Inn’s were like bed and breakfast. There is
no kitchen and no bar.
Apartment Hotel
- Building that has several independent and
furnished or semi-furnished apartments,
regularly leased to tourist and travelers for
dwelling on a more or less long term basis.
- Service apartment complex that uses a
hotel style booking system.
- It is similar to renting an apartment, but no
fixed contracts and occupants can ‘’check
out’’ whenever they wish.
Pension House
- Is a private or family operated boarding
house.
- A tourist lodging house employing non –
professional domestic helpers regularly
catering to tourist and to travelers.
- Typically offer not only breakfast, but also
lunch and dinner.
- Generally cheaper than other lodgings,
such as hotel. Although they offer limited
services.
Motorist Hotel
Motel
- Is a structure with several separate units,
located along the highway with individual or
common parking space at which motorists
may obtain lodging and in some instances
meals.
Hotel Management Hotels are managed
and operated in various ways:
1. Owner Managed And Operated
• Privately owned hotels
• The hotel is operated and managed by the
owner himself, with the support of his
management and technical staff.
• The advantage to an independent hotel is
that you will have autonomy in management
decisions.
• One of the disadvantages to this setup is
that you or your company will have to pay
for all Advertising And There Is No Central
Purchaser2. Franchised
• There is a franchise agreement whereby
the hotel owner, known as franchisee pays a
franchise fee to the chain management or the
franchiser.
• This fee covers payment for the use of the
name as well as the management and
operational systems.
• Using a hotel name, logo and signage that
is reputable and has gained international
acceptance.
• Being covered in a international or
national advertisements and promotional
campaigns.
• Having access to the CENTRAL
RESERVATON SYSTEM (CRS) that
provides avenue in the internet website
where each franchise hotel can be easily
located by prospective clients.
• Maintaining consistent control cost and
quality of service.
• Franchise hotels can lose their franchise
right if they fail to meet the mandated
quality standards.
• MARRIOT HOTELS, HOLIDAY INN,
SHANGRILA HOTELS
3. Management Contract Arrangement
• If you invest in a hotel property but have
limited or no experience in the hospitality
field, you may decide to hire a management
company.
• The management team is given full
autonomy in running the hotel and in setting
up the systems and procedures.
Hotel Grading System And Hotel
Facilities
- Star System is used to classify hotels.
Others award flag, crown or rosette instead
of a star when they classify or grade a hotel.
The criteria for grading includes:
1. the size of the hotel,
2. type of facilities
3. and the quality of services
Hotel Size And Classification
1. Small hotels – 50 guestrooms require less
operating units and fewer personnel
2. Medium size hotels – 50 to 250
guestrooms,
3. Large hotels – 250+ guestrooms require
large volume of transactions, there is a
designated department.
Hotel Classification By Location
1. Airport Hotel – It works best for
travelers who travel by air.
2. Downtown – Its very accessible to
business and commercial centers. Its an ideal
hotel for businessmen and shoppers who are
in town for business ventures.
3. Resort Hotels – Usually located away
from the city, carries a special attraction
other than the hotel itself.
Accreditation And Classification Of
Hotels In
Philippines
Advantages:
• Once accredited, it will be taken to mean
that has establishment has passed tourism
standards under designated classification DE
LUXE, FIRST CLASS ETC.
• Accredited establishments are included in
the government’s list for promotions to
tourist and other clients, can expect more
support for marketing and promotions.
• Accreditation adds prestige and positive
reputation to the establishments.
Accredited establishments shall enjoy the
ff:
1. Membership to Philippine Convention
and Visitors
Corporation and inclusion in its marketing
and promotional programs.
2. Endorsement to embassies and travel
trade associations.
3. Issuance of DOT ID cards to bonafide
employees.
4. Technical/ Security/ Facilitation support
or assistance.
Application For Accreditation
• A certified true copy of the Articles of
Incorporation, its laws, or Articles of
Partnership and amendments thereof, duly
registered with the Securities and Exchange
Commission, and Business Name
Certificate; in case of SINGLE
PROPRIETORSHIP, Business Name
Certificates and amendments thereof.
• Latest income tax return and audited
financial statements for the preceding year
of its operation
• List of names of all officials and
employees and their respective designations,
nationalities, home addresses
• Mayor’s permit or municipal licenses. •
Other papers or documents as may be
required by the Department.
Grounds For Cancellation Of
Accreditation
• Making any false declaration or statement.
• Failure to comply any of the conditions.
• Failure to meet the standards and
requirements for the operation of the
establishments.
• Allowing or permitting the establishment
or facilities to be used for illegal, immoral or
illicit activities
• Violation of non-compliance with any of
the provision of rules, order issued by the
Department and other concerned
government agencies.
Hotel Classification In Ph And
Accreditation
Requirements
4 Categories:
1. De Luxe Class
2. First Class
3. Standard Class
4. Economy Class
Hotel Guestrooms
Room rates vary among hotels depending on
the
1. Type,
2. Size
3. And Quality Of Their Guestrooms.
Classified as follows:
According To Number And Type Of Beds
And Layout
1. Single room- is a room with a single bed,
occupied by one person.
2. Twin room- has two single beds, it
maybe occupied by 1 or 2 persons.
3. Double room- equipped with one double
or matrimonial bed, good for 2 persons.
4. Double-double- has 2 double or queen
beds, occupied by 2 or more persons.
5. Triple room- room occupied by 3 people,
usually has 1 double bed and a roll away bed
or 2 single beds plus 1 roll away bed .
6. Quadruple room- can be occupied by 4
people and may have two beds or more.
7. Family room- is a room with at least 1
double bed, with 1 or more single beds,
designed to accommodate 1 small family.
8. King room- has a king sized bed,
occupied by 1 or 2 people.
9. Studio- is a room with a studio bed, with
couch that can be converted into bed, it may
also be called executive room.
10. CONNECTING ROOMS- have 2 or
more rooms with entrance doors.
According To Price And Type Of
Facilities And Amenities
1. Economy- a room designed for an
economical rate, usually short of standards
facilities like aircon, tv and other amenities.
2. Standard- a room sold at moderate rate.
3. De luxe or enhanced guestroom- more
spacious and more elegant in design than the
standard room, higher rate.
4. Suite- much larger room with superior
amenities, usually provides for a parlor or
living room.
Types Of Hotel Suites
1. Junior Suites- a room with a bed and a
sitting area, it also called MINI SUITE.
2. Corner Suites- a room that is located on
the corner on the hotel building.
3. Penthouse Suites- a suite usually located
on the penthouse on the top floor of the
building.
4. Executive Suite- designed for a top
executive, with facilities and amenities of
superior quality.
5. Hospitality Suites- is more than sleeping
room, includes function room or a parlor.
Beds Found In Guestrooms
1. SINGLE BED- a bed approximately 36
inches by 75 inches
2. DOUBLE BED- that can accommodate a
couple or 2 persons, 54 inches by 75 inches.
3. QUEEN BED- an extra long, extra wide
bed, 60 by 80 inches.
4. KING BED- 78 by 80 inches.
5. ROLL AWAY BED- a portable bed.
6. PULL OUT BEDS- pulled out when used,
advisable for small rooms.
7. SOFA BED- a couch that is convertible
into a bed.
Standard Room Amenities
► Required For Each Standard Room
1. Bed- size and quantity will depend on the
type of room.
2. Bed pad- placed on top of the mattress to
protect it from stains.
3. Bed linens- bed skirting, 2 bed sheets,
blanket and bed cover, one pillow.
4. Make up and dnd- hang on the door
knob.
5. Closet for hanging clothes with 2 hangers
6. Dresser table with vanity mirror and other
amenities
7. Night table with lamp and chair
8. Television- hang at eye level. 9. Thermo
jug with 2 covered glasses or cups.
10. Safety materials- fire exit and evacuation
signs; safety handbook; fire sprinkler.
11. Information materials- directory, menu,
house rules for guest and guest comment
form.
12. Guest laundry- list with prices, laundry
bag.
13. Garbage can
14. Air condition and telephone
15. Bathroom amenities- bath towel, bath
math, soap, tissue.
Commom Luxury Amenities
1. Refrigerator
2. Sofa Set
3. Luggage Rack
4. Shoehorn or shoe cloth
5. Guest folder
6. Coffee table and two easy chairs
7. Ashtray
8. Floor lamp and side table
9. Additional bathroom amenities
10. Slipper
11. Water Heater
12. Fruit Basket
13. DVD Player
14. Safety Deposit Box
Terminologies Used To Describe Various
Types Of Guest
1. Very Important Person- high ranking
official,
executive who wants special treatment
2. Very-Very Important Person- highly
renowned person who deserves special
treatment. AMBASSADORS
3. Free Independent Traveler (Fit) Or
Foreign Individual Tourist- refers to a
tourist traveler who is travelling alone.
4. Joiners- joining another guest
Hotel Organization
Usually is divided into 3 main divisions
1. Rooms Division
- handles all matters pertaining to room
accommodation and maintenance.
• Housekeeping Dept
- guestroom make up & maintenance,
public area maintenance, linen and
laundry service.
• Front Office Dept
- reception, registration & guest relation
assistance, bell service and telephone
exchange.
• Room Sales And Reservations
2. F & B Division-
- concerned with food preparation and
service. FOOD OUTLETS/ ROOM
SERVICE / BANQUETS AND CATERING
/ KITCHEN
The first 2 divisions are directly involved
in operations and service delivery.
• Front Of The House, they are front line
and situated in guest contact areas.
• Front Liners- service personnel directly
dealing with guests.
3. Administrative Division
- concerned with administrative and office
matters and it covers sub units like:
• Human Resources Dept/
• Engineering Or Facilities Maintenance/
• Accounting/ Purchasing/
• Cost Control & Warehouse/
• Security Office.
At The Back Of The House- are the
administrative offices who are behind the
scenes, ,meaning they are not in guest
contact areas.
ROOM SALES AND RESERVATIONS
- In many hotels, the task of selling and
promoting rooms as well as handling of
reservations is assigned to the States and
Reservations Department.
The functions of this department include:
1. Determination of room rates for various
types of accounts/ clients;
2. Promotion of room sales, up selling of
room;
3. Receiving and processing room
reservations;
4. Serving as Center for Communications,
handling inquiries on hotel facilities and
services as well as room rates and
arrangements;
5. Preparing reports- room sales, occupancy,
availability status, room count, and other
statistics.
6. Coordinating with the Front Desk for
room blockings and assignments
7. Handling pre-registration of guests
Types of Hotel Clients:
1. Walk in guest
- It is a label given to a person who comes
unannounced, looking for rooms. Walk in
guests with a repeated patronage maybe
rewarded for their loyalty by being given a
special rate or discount.
2. Corporate accounts
- Apply to companies or institutions, usually
with special credit arrangement in the hotel.
If a credit line is extended, these companies
are allowed to book their guests on charges
provided that they send a letter of guarantee
to the hotel prior to the guest’s arrival. These
accounts are usually treated with special
rates and also given priority during high
occupancy especially when they frequently
patronize the hotel.
3. Associations
- These are groupings of individual or
companies for a common purpose of goal,
sharing ideas, hobbies, beliefs, other lots of
thing. These associations make use of hotel
services for live in seminars, conventions
and special events. They usually go for
lower rates since their members often pay
hotel services out of their own pockets.
4. Travel Agencies
- Most of these agencies have pre-arranged
bookings of their tour groups in a hotel of
their choice. There are also many travel
agencies that serve as intermediary in
booking clients (usually travelers,
businessmen or tour groups) to the hotel in
exchange of pre-negotiated
management fee or a commission.
5. Government Institutions/ Offices
- Some have special booking or credit
arrangements with the hotel. Ex. TESDA,
Department of tourism, DTI, etc.
6. Free Independent Travelers (FIT)
- It refers to tourist or travelers traveling
alone. It can also refer to Foreign Individual
Tourist who are not joining any tour group.
7. Educational Institutions
- I.e. Schools, Training centers.
8. Local/Domestic Travelers
- Some large hotels have ventured into a
promotion known as “SarilingAtin” – (our
very own). This promotion provides for 30-
50 % discount for local tourists or domestic
guests.
9. Balikbayan
- It refers to returning or visiting Filipinos
who are residing or working abroad. Some
hotels provide for special “balikbayan” rate.
10. Other Accounts
Prescription of Room Rates:
In establishing room rates, the hotel must be
guided by the following considerations:
1. Rates must be competitive with other
hotels of similar classification. Charging
more than what is charged by similar hotels
could result to losing patrons of competitors.
2. Rate must be big enough to generate the
revenue needed to recover the cost of
operations, plus allowance for profit.
Methods of Rate Calculation used by
many hotels:
1. Market Tolerance Method
- room rates are based on the prices quoted
by other hotels if same location, size or
classification. A hotel operator should
conduct a survey of rack rates among the
competitors for him to be able to prescribe
a competitive room rates.
• Rack rate- the official or advertised price
of a hotel room, on which a discount is
usually negotiable.
2. Cost Rate Formula
- This is based on the construction cost of
the hotel. In the U.S., The average room
rate is estimated at 1 dollar per 1000
dollars of construction cost. In pesos, it
will be P 50.00 per P 50,000 total
construction cost. This amount can be
increased to cope with the rising inflation.
Rate Designations
Room rate designation
- defines what position a rate will take
within the overall rate hierarchy.
Common Rate Designations:
1. Rack Rate - the highest published rate
a hotel can change for a specific room.
2. Corporate Rate - special rate given to
corporate accounts(bank account that
businesses use to hold their money) as an
incentive for their patronage.
3. Volume Account Rates - is given when
there is a guaranteed number of room
nights with a specific time frame (1 week
or 1 month). Companies and associations
can negotiate for more discounts under this
account.
4. Government Rates - Government
official who stay in a hotel for official
functions are usually given per diem(on a
daily basis).
5. Seasonal rates - to attract more
patronage during lean season, hotels and
resorts make it a practice to offer off
season rate, which is much lower than the
rack rate during “in season”.
6. Weekday-Weekend Rates - Some
hotels experience high occupancy during
weekdays and lower occupancy during
weekends. To encourage patronage during
week-ends, an incentive is given by way of
special week end rate (with special
discount). The reverse may hold true for
resorts where week-ends may experience
higher occupancy than week-days.
Henceforth, the incentive by the way of
discount applies to week-day patrons.
7. Advance Purchase Rate - Like some
airlines, hotels may give incentive to early
bookings by giving special rate for
advance room payments.
8. Half day Rates - Some hotels may have
provision for rooms that are used for half
day-like those designed for short time or
for half day conferences that need sleeping
facility. In such case, half day rates are
provided.
9. Industry Rates - apply to associations
and group of professionals or industry
practitioners who are offered professional
courtesy of discounted rates.10. Package
Rates - This rate is usually applied for
bookings done by event, convention or
seminar organizers whereby a package of
room and banquet services are availed of.
Some packages may come in the form of:
a. Vacation Package - covering rooms,
airline tickets, shuttle service, tour to some
tourist attractions, ticket to cultural shows,
etc.
b. Banquet and Room Package - covers
room accommodation,, use of function
rooms, meals and snacks.
c. Meeting Packages - room
accommodation, use of conference room.
Coffee breaks, snacks, lunch and dinner and
audio visual facilities.
11. Group Rates - are given to group
bookings. The rates are lower than transient
bookings(booked late) if they are booked in
advance.
12. Per Person Rate - Charges are based on
the number of people in a room.
Types Of Reservation
1. Regular Reservation
- Refers to an agreement that a hotel makes
to hold a room until cut-off date and time.
- If the guest does not arrive that time, the
room maybe sold to other guests.
2. Confirmed Reservations
- Applies the terms of reservation have been
verified. Both the hotel and the reserving
party agree on the dates, rates and billing
agreement, room type and other agreements.
- This type of reservation is confirmed to the
guest verbally or in writing through mail, e
mail or fax.
3. Guaranteed Reservations
- Is an agreement that the hotel makes to
hold a room for a guest until the guests
arrived. In return, the guest or his sponsor
assures payment for the room using his card
or his company account by making a pre-
payment. Unless the reservation is properly
cancelled the guest is billed for the room and
taxed according to the hotel policies and
procedures.
Processing Reservations
Required Documents and Records
- For an efficient operation, the reservations
clerk shall maintain a complete and up to
date reservation filling system to include the
following documents.
1. Individual Reservation Forms or Cards
- Details of each booking are contained in
this card.
This card is filled up by the desk /
reservations clerk and will serve as a basis
for preparing the daily arrival list.
2. Reservation Chart
- To avoid double booking, the Reservations
Office must keep a record of the rooms
reserved each day as well as those available
for present and future dates. The chart
classifies rooms according to the designated
classification. The reservation clerk shall
enter the appropriate booking status in the
corresponding date and room number.
3. Reservation Rack and Reservation
Slips
- If the hotel is using a manually operated
room status rack, this reservation slip is
placed in the corresponding room number
that is blocked for the arriving guest. It
contains the name of arriving guest, arrival
time, room type and room rate). A duplicate
copy of the reservation slip is filed
alphabetically by last name of guests and by
month. This will serve as trace file for all
reservations received. If a computerized
room status bulletin is used in lieu of room
status rack, all the information contained in
the reservations slip is entered thereat.
4. Hanging Folder
- In this folder, the records and letters
pertaining to guest reservations are kept
such records are filed according to the date
of arrival.
5. Confirmation Notice Form- A notice of
confirmation of reservations may be
sent to the guest or to the booking party
orally or in writing through fax, mail or by
email. This confirmation letter can serve as a
written evidence of agreement or contract
and works to the advantage of both parties.
6. Reservation Diary
- For small hotels with only few rooms, a
reservation diary maybe used to record daily
room bookings or reservations, making
reference to the reservation cards or slips.
The names of guests assigned for each room
are indicated in their corresponding room
number. If a guest will stay for more than
one day, his name appears more
than once in the diary.
Sources or Avenues
for Rooms Reservations
Reservations maybe received through:
1. LETTERS – this letter maybe opened
and handled by the rooms Reservations
Manager, or whoever heads the Reservation
Section.
2. EMAIL or INTERNET ACCESS –
patrons can now easily place their
reservations by email. Most
hotels have their own website that can be
easily accessed by patrons. Here, the
prospect can access information about the
hotel, room rates, facilities, services, and
other information.
3. FAX – the fax machine has the advantage
of being able to accept instantaneous
bookings even when there is no clerk
available to get the reservations.
4. TELEPHONE – incoming telephone
calls concerning reservations will be
answered by the Sales or Reservations
Office or the Front Desk.
5. IN PERSON – booking parties may
personally see or contact the Room Sales or
Reservations Office to inquire about rates
and terms and to make reservations.
6. COMPUTER TERMINALS – in recent
years, bookings are made faster through
computer terminals which may be operated
through:
a. CALL CENTERS. This computerized
reservations system is used by large hotel
chain and is often linked to a call center.
Reservations for all properties maybe
centralized in this center with call
center attendants attending to inquiries and
bookings. A good example is Amadeos
handling bookings for more than a thousand
hotels around the world.
b. GLOBAL DISTRIBUTION SYSTEM
(GDS). It is operated by a Consortia of
Hotels and Airlines. These system terminals
are installed in various countries, accepting
bookings for their member companies. To
gain access to these systems, the hotel needs
register with the system and load the
availability of rooms onto the computer
program so that customers can purchase
their requested rooms.
7. VIA CENTRAL BOOKING OFFICES
– groups of hotels usually have central
booking office, handling bookings for all
their properties. They are connected
by a free phone or local call number. Local
bookings may be transferred to the Central
Booking Office.
Basic Procedures
in Taking Reservations:
1. Greet the client and offer assistance.
2. Once request for reservation is received,
find out from the inquiring party the dates
and the type of room required. Then check if
there is an available room corresponding to
the room type preferred. Refer to the
Reservation Chart or Room Status
Rack where reservation slips are clipped.3.
Inform the guest if a room is available. If the
requested room type is not available, offer
alternative room that is available. Tell the
booking party that the guest could be
transferred to his preferred room the
moment it is vacated.
4. Once room availability is confirmed, get
detailed information.
5. All pertinent information regarding the
reservation shall be indicated in the Room
Reservations Card to include:
a. Name/s of Incoming Guest
- The last name (surname) must be
written first followed by the first name
and the middle name, then the title.
JONHSON, ANDREW M. MR. If the
party is a man and wife, the title should
be written M/M which stands for Mr.
and Mrs. JONHSON, ANDREW M/M.
b. Number of Persons Arriving
c. Arrival Date and Time
d. Information/Time of Arrival
- The name of airline, numerical
designation of the carrier and the place
of origin must be taken whenever
available. The time of arrival in the
hotel is taken in case the guest is
arriving via another mode of
transportation.
e. Departure Date
f. The Number of Nights the Guest is
Expected to Stay in the Hotel
g. The number (quantity), Type of room
and the type of bed required.
h. Room Rate
- The client must be informed of the rate
of the room reserved. If he is a repeat
guest, the hotel may refer to the Guest
History Card and apply the rate which
the guest enjoyed in his previous
visit(s).
i. Billing Arrangement
Specific arrangements as to the manner of
the bill settlement must be indicated.
PAX ACCOUNT/PA – is written when the
guest will pay to the hotel directly.
COMPANY ACCOUNT/CA – is indicated
when bills will be charged to the company.
This payment arrangement is acceptable
only if the guarantee is in writing and the
company has good credit status. The portion
of the bills to be shouldered should also be
indicated;
j. Remarks
In this space, the clerk notes down special
request or arrangements. Status of
reservation must also be indicated here.
k. Booked By
- The name of the person making the
reservation, his telephone number must
be recorded for reference purposes.
l. Accepted By
- Reservation clerk who accepted the
reservation must initial the form for
record purposes.
m. Date of Acceptance of Reservation.
Front desk operations
The processing of individual and group
bookings and the registration of guests are
undertaken at the front desk. Some hotels
give the name Reception Desk rather than
Front Desk. Specific functions of this
section include:
1. Allocating rooms for expected arrivals
2. Attending to the registration of arriving
guest
3. Handling and distributing room keys
4. Receiving mails, parcels, messages and
other documents for house guests and
ensuring that they are properly delivered the
guest
5. Serving as communication center,
disseminating information about hotel
facilities and services and also other matters
like points of interest, flight schedules, areas
entertainment, tourist spots etc.
6. Updating the room status of all
guestrooms and reconciling said status with
the room status report of the housekeeping
department.
7. Preparing and updating records pertinent
to the guest’s stay in the hotel
8. Submitting night sales report indicating
the number of rooms sold, Vacant rooms,
average rate total revenue, occupancy rate,
etc.
9. Coordinating with the either departments
in the performance of its Function,
particularly with the housekeeping and
accounting section.
Individual Guests Registration
Check in procedures
1. Welcome and greet the guest.
2. Ask for the guest’s name if not known to
you.
3. Verify reservations details if the guest is
pre registered, with pre-blocked room.
4. If the guest is a walk-in (no reservation,
not in the arrival list and not pre-registered)
the desk clerk must first ask the guest’s
preferred room and then checks the Room
Status Bulletin (or rack whichever is used) if
it is available. He must check rooms with
status of “vacant ready”. If the preferred
room is available and ready, the desk clerk
shall give a registration form to the guest for
him to fill up. Make sure it is duly signed
and that all needed information is entered on
the form.
5. After the guest completes the registration
form, the desk clerk must ensure that:
• The registration details are complete,
correct, and legible
• The guest has signed the form;
• The guest is well informed of the terms
and conditions (usually indicated at the
back of the registration form), as well as
the room rate and what it covers;
• The guest is also informed whether he is
entitled to a signing privilege or not and
• The details of the booking that are
indicated in the reservations form have not
changed.
6. Endorse the registration form to the Front
Office cashier for bill settlement (unless the
desk clerk also does the cashiering function).
If the guest charges are to be billed to a
company account, check if the letter of
authorization from the company is already
forwarded to the hotel. if not, ask the guest if
he has the document.
7. Once the bill is settled, prepare the Guest
ID and give it to the guest.
8. Call for a bellboy to accompany the guest
to his room. Mention the guest’s name and
give rooming instructions.
9. Wish the guest a pleasant stay.
10. Prepare a guest folio. This is a document
where all guest charges are entered, either
manually or in the computer, under the
Guest Accounting Menu. Manually prepared
folios are placed inside an envelope or
folder. Some hotels place this folio on the
guest’s key rack or on a separate file
classified according to
floor/area and room number.
11. Enter the guest's name and other details
in the
guest list (maybe done manually or through
the computer
12. Change the room status of the newly
occupied room in the room status indicator
/rack or in the computer, whichever is used.
13. If the hotel is fully booked, assist the
guest getting accommodation elsewhere and
offer to transfer them to the hotel once a
room will be available.
Group Registration
Check-in Procedures:
1. The Tour/group escort or coordinator
shall fill up the registration form and sign
for it. Then he will provide the desk clerk
with a master list containing names of group
members, their address, contact number,
passport number, and other required
information.
2. The desk clerk shall accomplish a
Rooming list or blocking list with the room
assignments of all group members. He shall
provide blocking skip (preferably color
coded) using one color for particular group
indicating the name of the group, arrival and
departure date.
3. The clerk prepares several copies of the
Group Movement Sheet to indicate the
arrangements for morning call, baggage
down, meals (if required) and billing.
4. Upon arrival of the group to the hotel, the
group members are escorted by a desk clerk
to the function room, or any place
designated for briefing. Key envelopes are
distributed to the group members. Then the
desk clerk clarifies with the tour escort
important details like time of morning call
(if required), requirement for a special meal
and the time of meals, confirmation of
manner of payment and time of departure
from the hotel.
5. The group is advised of the meal venue
and arrangements.
CHECK-OUT ASSISTANCE
Procedures:
1. Get check out registration card from the
Front Office Cashier.
2. Warmly greet the guest and ask you how
you may help him or her.
3. Ask the guest's name and room number.
Then pull out his guest folio where all his
records of consumption are kept.
4. Check for any last-minute messages, mail,
or additional charges not yet posted (such as
restaurant, bar, and long-distance phone
calls).
5. Ask if the guest has made additional
charges to his or her room in the last 30
minutes. If there are last minute charges, be
sure that they are posted.
6. Ask how the guest wishes to settle the
account (or amount owed).
a) If a credit card is used, be sure to follow
credit card policies and procedures. Make
sure the card is not expired is not listed on
the credit card cancellation or suspension
bulletin.
b) If the personal check is used, follow
check cashing policies and procedures.
c) If the guest is paying with cash, post the
folio “paid,” time-stamp it, and give a
receipt to the guest.
7. Ask for the room key.
8. Ask the guest if he wants to make
advance reservations for his/her next visit to
the hotel.
9. Ask also for comments and suggestions
for improvement of service. Thank the guest
for staying in the hotel and invite him/her to
come back. As he/she leaves the desk area,
wish him a safe and pleasant journey.
10. If a guest complains about a service or
maintenance problem, acknowledge and
empathize with him following procedures
for complaints handling. Thank the guest by
bringing the problem to your attention and
assure him it will be noted, and that
appropriate action will be taken.
11. Take out room rack slip and forward the
slip
(with notations check out) to the
Housekeeping
department.
12. Record checks out in the Departure
record
13. File check out registration cards
alphabetically
in the Checkout Registration Card box.
Billing arrangement for individual
- whether by card or cash or change to
company.
Billing Arrangement for Group
Prior to group arrival, the salesperson will
finalize the
billing arrangement with the group
coordinator. The
method of bill settlement may be in the form
of:
1. Sign All Charges (SAC) – In this billing
arrangement, each member of the group is
allowed to sign all their charges to the
group. The group coordinator of organizer
will settle all bills. To “sign” charges to a
room or a group is to be
extended credit.
2. Sign Room and Tax (SRT) – the sponsor
or organizer shall pay only the room and
taxes for the attendees. All incidentals like
laundry, telephone and meals shall be to the
account of attendees.
3. Each Pays Own (EPO) – the
arrangement stipulates that the attendees will
pay for their own charges. If this
arrangement is applied, the attendees are not
given their room key until they settle their
room charges.
Types of color coded
In the Room Status Rack/Board, a color-
coded card or
slip is placed corresponding to the room
number using the color code like:
Green - for vacant clean – ready for sale
Yellow- vacant dirty – not yet ready for sale
Red - occupied room
Orange- reserved or blocked for expected
arrival
White - out of order room
Type of Codes Code Stands for
OCC Occupied Occupied by a paying
guest.
VR Vacant Ready Vacant room, already
made up and ready for occupancy
VD Vacant DirtyVacated but not ready for
occupancy since it is still dirty or still being
made up. It is also termed as ON -
CHANGED
OOO Out of Order room
Room is under renovation or
not fit for occupancy since it
requires repair or maintenance
work.
BLO Blocked
Reserved for a guest who is
expected to arrive within a day
NS No Show
Room is reserved but the
expected guest did not arrive
SO Slept Out
Guest is assigned a room but
did not sleep on his bed
HU House Use
Occupied or reserved for hotel
officers or staff
Type of data base menu
- The database created by the computer
system in the Front Office is organized into
various menus,
to include: 1. Room Reservations Menu –
which contains data on the details of
reservation for all guests, their names,
number of room nights, mode of payment,
type of reservation, arrival and departure,
advance deposits or payments, etc. It also
contains data on group bookings, room
forecast, reservations
report, and travel agency commission.
2. Registration Menu – contains guest list
and details of their registration. It also has
data on Guest folio (consumption and
charges, balance) This menu prints the
registration card, makes Front desk reports,
do the room blocking and updates the room
status. It also has a guess
message center.
3. Night Audit Menu contains data on the
Point of Sales (POS), the various accounts,
trial audit report and other related data.
4. Housekeeping Menu – incorporates data
on the room status that is consistently
updated every after-room check; Guest
information based on registration record,
room blockings and various housekeeping
reports. Like other menus, it also has a guest
message center.
5. Uniform Services Menu – The software
has the option to create in this menu a
database that serve as Guest locator and
Guest message center.