Front Office Lesson 8

PROVIDING ACCOMMODATION, RECEPTION, CLUB RECEPTION AND CONCEIRGE SERVICES

PREPARING RECEPTION AREA FOR GUEST ARRIVAL

 Reception area is the central location in the hotel where the first point of contact
happens between the guests and the hotel staff. This area usually operates 24/7
hours.
 Preparing and maintaining the reception area is also a key to avoid customer
complaints. Below, are the methods in preparing the reception area:

1. Always check necessary equipment and technology prior to use.

Equipment like:

 Computer and printer

 Photocopier
 Register/Terminal/EFTPOS machine
 Key card machine
 Registration cards

Make sure that all equipment is working as intended. Familiarize yourself on how the
equipment works and know how to fix minor faults and problems such as, paper stuck in the
photocopier. Lastly, have back-up supplies for front office supplies like forms, vouchers,
pens, and paper.

2. Review and check daily arrival details prior to guest’s arrival. The arrival list is very
important in reviewing and checking guests’ details. For a manual system,
alphabetical listing of guests’ name is very important as this is the only way you
know who is coming into the hotel. Details on the arrival list may include:

 Alphabetical listing of expected arrivals - helps to find guests if you are having
difficulty spelling their name
 Time of arrival – check the time of arrival to get the room ready (pre-allocate a
room)
 Type of room – select the appropriate room based on the type requested and the
rate.
 Rate quoted
 Special requests – arrange special requests. Example: non-smoking room,
arranging fruit and flowers to be put into the guest room.
 Payment details

Fully prepared reception area is needed for group arrival for this make the area busy at
check in. Some hotels will use a group arrival report, which is helpful for reception. This
group arrival report contains information specific to the group.
 3. Allocate guest rooms according to guest requirements. Guest requirements may
include:

 Non-smoking room
 King size bed
 Interconnecting rooms
 Poolside room, etc.

Room allocation to:

 Individuals - Specific room types such as the “presidential suite”, “family suites”,
“interconnecting rooms”, or “honeymoon suites” will be allocated to the guest’s
reservation at the time the reservation is made to ensure the room is “blocked off”
to the guest.
 Group - Rooms are pre-allocated for all group arrivals according to the reservation
request and hotel policy.

4. Following up uncertain arrivals or reservation. During full house situations it is

important to follow up on all uncertain arrivals. The goal of following up uncertain
arrivals or reservation is to optimize room sales.
5. Compile arrival lists and distribute to relevant personnel and departments.
Distribution of arrival list to relevant personnel and department is important
because it informs them about what is happening within the hotel and allows them
to make decisions. Relevant personnel and departments may include:

 Housekeeping
 Concierge
 Porters
 Security
 Food and beverage
 Management
 Laundry
 Kitchen

6. Inform colleagues and other departments about guest’s special request. Special
request may include:

 Extra soap, shampoo/conditioner

 Ticket for theatre
 Stocking the mini-bar with a specific beverage.

WELCOMING AND REGISTERING GUESTS

The spirit of welcome is so important in the hospitality environment. Welcoming
professionally the guest creates a strong impact to the guest that makes them feel like they
have made a good hotel choice. Here are the steps in welcoming and registering the guests:
1. Welcome guests warmly and courteously. The type of greeting the guest receives
must always be: professional, personable, welcoming, sincere, friendly, and polite.
 Moreover, the verbal welcome offered must follow to any establishment policies or
directives, but will generally contain:
 A greeting
 The establishment’s name.
 The guest’s name or title if appropriate.
 An offer of assistance.
Example of greeting: “Good morning Sir/Madam, welcome to the TESDA Hotel. How can I
help you?”
2. Confirm reservation details with guests. Confirmation should cover:
 Name of the guest.
 Length of stay.
 Method of payment.
 Special requests.
 Rate.
 Voucher.
Guests without reservation:
 Determine the guests needs
 Check availability
 Ask method of payment and mention the policy and procedures about payment
methods.
3. Register guests with or without reservations. Common practices in registering the
guest are:
 Ask proof of identity
 Completed registration card
 Obtain the signature
 Ask method of payment (walk-in guest)
4. Follow correct accounting procedures. Accounting procedures may include:
 Credit card payments.
 Pre-payments (full payment)
 Deposits (partial payment)
 Vouchers and discount rates.
 Group rates
 Refunds
 Checking of the final guest accounts.
 Payments for additional services such as phone calls, meals, mini-bar.
 Issuing of receipts.
 Send bill arrangements.
5. Issuance of room key/electronic cards, guest mail and messages to guests. It is a
general practice to not to speak about the guest’s room number loudly while giving it
to the guest.

PERFORMING "DURING STAY" FUNCTIONS

Guest queries and requests are all directed to the front office. As a front office staff, you
need to respond to the guest’s queries effectively and with quality. Below are the two things
you need to remember in performing “during stay” functions:
1. Address all guest requests during in-stay. In-stay or during stay request may include:
  Room change request - always check the reason for room change.
 Extension of stay - check the room availability, but not all extensions are simply
be approved just because the guest is already in-house.
 Upgrades - putting the guest into a better room than they are paying for.
 Special requests - guests may request a room away from lifts or a non-smoking
room. Special request may incur costs while other request can be granted with
no cost.
 Guest charges - processing guest charges may include: point of sale charges or
manual charging back to the guest room. In manual charging you need to get the
guest’s identification, room number, print name and signature.
 Financial transactions.
 Guest queries - in responding guest queries you need to know all about your
property, give good service, find out things you don’t know, and involve other
departments in the hotel.

2. Satisfy the guest when responding all inquiries.

PERFORMING CHECK-OUT FUNCTIONS

Communication is very important in the hospitality work. The front office staff should always
coordinate with other departments in ensuring that all guest's charges are legitimate and
accurate before it is posted to the relevant account or guest folio. To effectively perform
check out functions, you should follow the steps below:

1. Maintain and prepare guest accounts: Seek information on departing guests. For
manual system, gather information from other departments, before processing
check out. You may need to obtain information from the Food and Beverage
Department and/or from the Housekeeping Department. Ensure also that all in-
house function charges are posted on the guest's accounts. In-house functions may
include: hire fees for projectors, lecterns and speakers, as well as charges for food
and beverage supplied.
2. Prepare and review departure lists:

 Check for accuracy. Check supporting documents against the actual posted
charges.
 Review departure list. The night audit team will generate the departure list either
early in the morning or overnight. Check the report for:
 Express check-outs - guests want a fast and efficient check-out with no problems.
 Group check-outs and Early check-outs - prepare guest folios to avoid cluttering
in the reception area.
 Late check-out - late check-out will affect both the housekeeping department
and the reception. Determine whether a late check-out fee is to be charged to
the guest.
 Variations to check-out from details indicated on the registration card. - Check
the guest departure list if there are changes to what was previously advised to
housekeeping, e.g overstays etc.
 3. Present accounts to guest:

 Presenting the account. The moment you identify a guest to check-out you
should immediately acknowledge them and not wait for them to make the first
approach. The greeting should be: professional, personable, welcoming, sincere,
polite, and friendly. The greeting must contain: the guest’s name or title, if
appropriate, and an offer of assistance.
 Ask the guest for their details. Details may contain: name and room number.
Confirm on the charts or computer the number of nights, type of room, and rate
quoted.
 Ask the guest if they had any other charges. A hotel with computerized system
will automatically posts other charges like charges from the mini-bar. However,
hotels with manual system will need to contact the outlet or department where
the guest made charges.
 Print the folio/account. Present to the guest for verification and
signature/payment. When the account is presented to the guest there may be a
need to assist the guest with explaining the charges.

4. Process payments and refunds and issue receipts.

 Process payments. Ask the guest for their preferred method of payment. Acceptable
methods of payment are: credit cards, direct billing or company charge, cash,
vouchers, and traveler’s check or travel cards. In cases where there are disputes, the
cashier must be able to resolve them courteously and tactfully, and as quickly as
possible. A supervisor or manager will be needed in cases where a guest disputes the
room rate.
 Receipt of payment. When a payment has made, a receipt for that payment must be
issued. Guest folios or accounts are usually printed as a receipt, these folios are in
duplicate, so the cashier has a copy and so the guest. Personalized folders are used
by some hotels to present the copy of the guest account.
 Obtain the room key. Ask the guest about the room key if he/she will not voluntarily
give it. When guests hand over their key/card make sure you thank them for doing
this.
 Farewelling the guest. The following are basic steps which will assist you in
farewelling the guest:
o Assist guests with their luggage or arrange for a porter to do so.
o Thank the guest for their patronage.
o Give the guests time to collect their receipts and belongings without feeling
that you are hurrying them.
o Remember to use their name in the farewell greeting. e) Offer guests a smile
as they leave.

ORGANIZING GUEST DEPARTURE

 Organizing Guest Departure is also an important key to satisfy the guest before
leaving the hotel. Guests with positive impression upon leaving the hotel will surely
make them decide to book again the hotel or they will likely recommend the hotel to
 their friends and family members. Here are the important tips in organizing guest
departure:

1. Review and check departure lists for accuracy. In reviewing the departure list, you
need to seek information on guests’ room number, breakfast, and other charges like
mini bar charges. Supporting documents and signatures are also checked for
accuracy.
2. Assist guest request for departure courteously and refer to the appropriate
department for follow-up. Assistance with departure may include:

o Organizing transport
o Making forward bookings
o Luggage assistance

PREPARING FRONT OFFICE RECORDS AND REPORTS

 One responsibility of the front office staff is to update and create reports accurately
and in a timely manner. In addition, here are the things we need to remember in
preparing front office records and reports.

1. Prepare and update front office records. Records and reports may include:

o Room rates
o Occupancy
o Arrivals and departures.
o Sales performance.
o Breakdown by department.
o Commission earnings.
o Supplier activity.
o Sales return.
o Commercial account activity.
o Foreign currency activities.

2. Follow room changes, no shows, extensions and early/late departures. Before

accepting adjustments or changes make sure to check first the room availability for
the revised dates.
3. Distribute reports and records to the appropriate departments.