Good

Afternoon
Let us Pray
Directions: Fill in the blanks to complete
the steps in night audit activity.

outstanding
1. Complete _______________ postings.

discrepancies
2. Reconcile the room status ________________.
Directions: Fill in the blanks to complete
the steps in night audit activity.

Balance
3. _____________ all departments accounts.

rates
4. Verify room _________________.
Directions: Fill in the blanks to complete
the steps in night audit activity.

no-show
5. Verify ________________ reservation.

taxes
6. Post room rate and ___________________ .
Directions: Fill in the blanks to complete
the steps in night audit activity.

required reports
7. Prepare _________________ .

8. Prepare cash _________________

receipts for deposit cash.
Directions: Fill in the blanks to complete
the steps in night audit activity.

Clear or back up
9. _________________ the system.

reports
10. Distribute ___________.
 Quarter III – Lesson 2 Provide
Club Reception Services (CR)

2.1 Provide Information on

Club Services and Process
Membership
Objectives
At the end of this lesson, you are expected to:

1. Provide accurate advise and information on club services and

facilities to customers and club members as required
2. Explain and fill up membership application forms clearly
and completely
3. Check and maintain membership records .
Provide Club Reception Services

deals with the information on club services and process

membership of clients. It discuss Code for Guest services and
provides standard on how to talk to clients and handles
complains.
 Provide Club
Reception Services

This part also deals with the skills and

knowledge required to check and reconcile
daily financial transactions and records, and
produce reports relating to establishment
operations and revenue.
 Club services and facilities may include:
Allied member clubs and association
Community courses and training program
Computer rooms and internet facilities
Current food, beverage and gaming promotions
 Club services and facilities may include:
Customer loyalty programs
Games and sporting facilities
Health facilities
Membership benefits
Internal public address system .
Code for Guest Service
 Code for Guest Service

1. The Guest is the most important person in our business.

2. The Guest is not dependent on us – we are dependent on him.

 Code for Guest Service

3. The Guest is not an interruption of our work – he is the purpose of it.

4. The Guest does us a favor when he dines at our restaurant – we are not doing him a favor
by serving him. .
 Code for Guest Service

5. The Guest is not an outsider to our work – he is part of it.

6. The Guest is not a cold statistic – he is a human being with feelings and emotions, with
prejudices and biases, like our own.
 Code for Guest Service

7.The Guest is not someone to argue or match wits with.

8. The Guest is one who brings us his needs – it is our job to fill those needs.
 Code for Guest Service

9. The Guest is deserving of the most courteous and attentive treatment we can
give him.
10. The Guest is the lifeblood of every food establishment.
How to Listen and Talk to

Clients
How to Listen and Talk to Clients
.
1 Try to understand the words you hear the way
they are intended
to be understood.

2. Recognize the variety of tasks that certain words

must perform. Words mean different things to
different people.
How to Listen and Talk to Clients

3. Find out what the customer really means.

4.Understand what is being said from the

customer’s point of view.
How to Listen and Talk to Clients

5. Make it a habit to restate accurately in your mind

or repeat, if necessary, in your own words, the ideas
and feelings of the
customer speaking.

6. Be specific. Spell out what you mean in concrete

terms.
How to Listen and Talk to Clients

7. Consider/observe how the customer says things,

his facial
expressions, the use he makes of his hands, voice,
etc.

8. Encourage the customer to talk. Stop talking but

occasionally talk
to maintain rapport and the channels open.
Handling Guest
Complaints
 Handling Guest Complaints
1. Listen attentively to guest’s complaints. Isolate the guest so
that other guest would not hear.

2. Secure guest name and room number.

3. Determine the nature of the complaint. Stay calm do

not argue with the guest. If you win with argument, you
lost your business.
 Handling Guest Complaints
4. Act on the complaint. Show to the guest your personal intent
to
the problem.

5. Give the guest your undivided attention. Do not blame

others nor
insult the guest. Inform the guest that the matter will be relayed
to the duty manager.
 Handling Guest Complaints
7. Set an appropriate completion of corrective action
and monitor
the progress.

8. Follow up. Even if the complaint was resolve by

someone else,
contact the guest to ensure that the problem was
resolved
satisfactorily.

9. Thank the guest sincerely.

 ‘Direction:
As a client or guest to any establishment, we
have
demands and special requests that business
personnel try
to address to ensure continuous patronage. Write
some of your
special demands during your visit to the
following business
establishments:

1.Restaurant
2.Hotel
3.Boutique
4.Mall
5.Cinema
 Assignment
Directions: Write a short script on the two situations. Please take note
that it is an exchange of conversation between a guest and a front office
personnel.

1. How to listen and talk to clients

Front Office Personnel: ________________________________________
Guest: _____________________________________________________
Front Office Personnel: _______________________________________
Guest: ____________________________________________________
 Assignment
Directions: Write a short script on the two situations. Please take note
that it is an exchange of conversation between a guest and a front office
personnel.

2. How to handle guest complaints

Guest : ___________________________________________________
Front Office Personnel : _______________________________________
Guest: ____________________________________________________
Front Office Personnel: _______________________________________
Thank you for listening!