Front Office Section- Reception

The reception in a hotel is the desk or office that books

rooms for people and answers their questions. It is
commonly known as the front desk.
Importance of Reception
Front Office plays a critical part in Tourism and
Hospitality Industry. This is because of the fact that
the front office is the first and last point which
interacts with the client. Reception called so because
they are situated at the front near the entrance of the
hotels. Any information related to the customer can be
obtained from the reception of the hotel. The front
desk can assist in giving help to the customers and
direct to the correct person for solving the complaint.
 Services Provided by the Reception
Takes care of allocation & distribution of rooms as per
instructions from reservations or walk in guests.
Takes care of any special requests from guests such as
his travel plans, any specific food preferences that he
wishes to communicate to kitchen.
During check out front office has to ensure that bills
from point of sales (restaurant, in room dining,
laundry services, travel desk etc.) are received for the
room that is checking out and the guest settles them
in full prior to leaving hotel.
Maintaining a healthy relationship by engaging with
guests ensures that a hotel has a repeat footfall
Maintain “guest alphabetical index rack” or
computerized system
Receive message for guest from telephone or by
person.
Control guest room keys
Handle mails, e-mails, letters ,telegram and guest
packages
Delivers information to guest
 
Reception Area for Guest Arrival

Reception staff should ensure every guest receives a

welcoming and professional greeting when arriving at
the establishment. Remember that reception can be
the first face-to-face contact with the guest and this
meeting can therefore have a lasting impression.
Welcoming guests
The type of greeting the guest receives must always be:
Professional
Personable
Welcoming
Sincere
Friendly
Polite
In all instances, the verbal welcome offered must conform 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.
Preparing for guest arrival
Verification of documents
Preparing of documents i.e. Movement list or expected arrival
+expected departure list and Amenity vouchers.
MOVEMENT LIST: It is document which contains the name of
expected arrival and expected departure
Pre Arrival: The front office needs a list of all guests expected on a
given day to prepare for guest’s arrival, with their estimated arrival
times, room type (or allocated room, if any), special requirements and
so on. The arrivals list is usually generated, using the date in booking
diary, the day before the arrival date, so that it is as current as possible.
Pre registration for some guest: Pre registration is an activity of
registering a guest before his arrival based on the information already
available. The entries are made in guest registration (GR) card.
WHY DO GUEST NEED TO REGISTER?
Registration is helpful for both guest and hotel in various
ways:
It satisfies the legal requirement for the hotel to keep
records of their guests.
 It provides a record of arrivals, while may help to account
for residents in the event of a fire or other disaster.
It confirms guest’s acceptance of the hotel’s term and
condition.
 It occupies the guest while the receptionist checks
booking records, allocates rooms, preparing keys, etc.
Check in Functions
Check-in is the process whereby people announce their
arrival at a hotel.
Stage 1: Receiving and Registration
Receive the guests at the reception
Welcome the guest promptly with a cheerful and pleasant smile.
Address with the appropriate surname, if known.
Request for the reservation details like guest last name, confirmation no.,
booking source etc.
Request for the guest ID card or passport.
Request for the guest business card.
Register the guest - Complete the registration card or register the guest
Verify the information on the registration against the reservation ensuring
the accuracy of name, date, and payment mechanism.
Stamp check-in time on the registration card.
Show check-in in the hotel software/PMS
Carry out the final check of the registration card for the guest signature.
Discuss room preference with guest as per the availability, or select an
available room which is "ready to let” and allocate the room.
Take a note of the expected departure details.
Take note of the airport drop, any special request etc.
Stage 2: Allocation of the room
Allocation of the room means assigning a vacant and ready
(VR) room to the guest for staying (if this was not done
already).
For repeat guest assign room as per the preference.
In order to allocate a guest room, accurate room
status information is required. For this purpose, a room status
board or room rack is kept in the reception.
When the room has been allocated, the reception
should; Block or code the room as sold.
Prepare key card of related room number by entering the
arrival and departure date, rate and offer it to the guest for
signature.
Give the room key to either the guest or the bellboy.
Record guest arrival on daily arrival list.
Stage 3: Secure Advance Payment
Advance payment should be done for security purpose. It is
usually done by accepting a cash deposit or taking a credit card.
While handling advance deposit, whether cash/ cheque, always:
Issue a receipt for cash/ cheque and record the payment in the
guests ‘ledger.
Accept credit card and evaluate for its credit limit and availability.
Get the imprint of the card and obtain a guest signature.
Get a pre-authorization (pre-auth) from the Credit Card
Company or EDC machine for the required amount and record
the same to the reservation.
Stage 4: Information Service
The receptionist is responsible for informing guest
about the facilities and services offered by the hotel.
This helps the guest to familiarize about the hotel
facilities and also to increase the sale. At this point, the
receptionist should;
Acknowledge the guest about the hotel's activities,
facilities, and service with direction and location.
Enquire if the guest requires a wake-up call. If so,
record it correctly.
Stage 5: Complete the check-in formalities
After the check-in formalities are completed;
The bellboy should escort the guest up to the allocated room.
Inform other departments and sections about the guest arrival by arrival
notification slip.

Stage 6: Open the guest folio

Open guest bill/ folio/folder and clear any old bill copies.
Record the key information for billing purpose (room rate, number of
nights, departure date and mode of payment).
File the bill in the guests' folio box together with the completed
registration card.
 
SOP for Guest Check-in
The SOP goes as follows −
Upon the guest’s arrival, greet the guest.
Ask the guest for his/her name politely.
Search the reservation record in the PMS.
Generate and print a registration card.
Handover a GRC to the guest for verifying printed details.
Request the guest to show the ID card from an authorized institute.
Request to show passport and visa in case of foreigner guest.
Request the guest to fill in the following details on the GRC −
Salutation
Designation
Organization
Business or Residence Address with City and ZIP Code
Purpose of Visit
Contact Number in case of Emergency
Passport Details
Visa Details
Inform the guest about any early/late check-out policies.
Request the guest to sign on the GRC.
Counter-sign the GRC.
Update the details on the guest record.
Create a guest account.
Prepare copies of driving license/passport and visa.
Attach them to the GRC and file the entire set.
During Stay Functions
This is the period in which the guest is staying in their
accommodations. Everything should be about the
guest experience. The experience you provide is the
only thing that can ensure that guests will come back
for a second or third visit. Guests will be more
receptive to any cross-selling and upsell offers while on
the property. Anything you can offer guests that will
enhance their stay is extremely valuable. This stage
also opens communication with staff to take advantage
of concierge services.
Functions
Process Room Change Request - For various reasons guests
may request to change rooms and this process must be
conducted professionally and with as little inconvenience to
the guest as possible. First we need to check the reason for
the room change. Is there something wrong with the original
allocated room or is it just not what the guest has expected?
Process Extension Stay - No matter how often you have
confirmed the departure date with a guest there is still
occasions when they have to stay longer than anticipated. If a
guest extends their stay you will need to let housekeeping
know so they can change their cleaning schedule.
Process variation to guest number - Some hotels base a
room charge on the number of guests in the room; a
single rate and a double rate rather than a particular rate
for a room. Therefore it is essential to make sure the
correct numbers of guests are in each room in this type of
hotel. However, all hotels like to make sure the guest
count is correct if they can.
Process variation in room rates - The greatest percentage
of revenue in an accommodation hotel comes from the
sale of the rooms. So it is important to try to sell the right
room at the right rate and make sure the guest is
allocated to the room equal to the rate they are paying.
The exception to the rule is when the hotel has
discounted rates for different groups of travelers.
Process special request - There are a variety of special requests that come from
guests. Some can be as simple as requesting a room away from the lifts or a
non-smoking room while others can be complicated such as requesting concert
tickets that are next to impossible to obtain. Some special requests can be
granted at no cost while others will incur a cost. It is important to advise the
guest if there is a cost involved with their request at the time of making the
request.

Process guest charges - During the guest stay hopefully they will use some of
the hotel services which will incur charges that are processed on to their
account. Most hotels make it easy to charge services back to their room as
guests don’t feel like they are actually 'paying’ for the service at the time and
this can encourage them to spend more.

Respond to guest queries - The front office is the main point of contact for all
guests, so it is here that most of the queries and requests are directed. The
concierge, porters and doorman all assist in this area by responding to guest
queries. Often the guest will talk to reception about the particular query and
reception will contact other departments within the hotel to assist with these
queries.
 
Check out Functions
During guest departure, the front office accounting system
ensures payment for goods and services provided. If a
guest’s bill is not completely paid, the balance is
transferred from guest to non-guest records. When this
occurs, collection becomes the responsibility of the back
office accounting division.
At the time of guest departure, the front office staff thanks
the guest for giving an opportunity to serve and arrange
for handling luggage. In addition, if the guest requires
airport or other drop service, the front office bell desk
fulfils it.
Check out Process
Arrange Paperwork - The evening before, review all your guests who are
due to check out and arrange all their files together. Send express
checkout forms to all the appropriate guest's rooms. Note your customer's
names so you can greet them by name in the morning.
Greet the Customer - Make eye contact and greet the customer by name.
Ask if she will be checking out. If she has completed the express form,
take the form, review it for accuracy and ask for the keys. If the customer
has not filled out the express form, continue with the checklist.
Ask About the Stay - Ask if she enjoyed her stay and if she will be
returning to the area. If so, ask if she would they like to make another
reservation. Is there another hotel in the chain where she might need
another reservation? Note any future reservation information.
Review Bill with Guest - While chatting with the guest,
print out the final bill and review all charges. Make sure
you review all room service, phone and mini-bar charges.
If there is a discrepancy, ask the customer which item she
disputes and tell her you will look into it immediately. If
you have made a mistake, apologize and correct it. If no
mistake is found, refer the bill to your supervisor.
Process Payment - Ask how the customer will be paying
for the bill. Process all charges and present the customer
the receipt.
Ask About Other Services - Ask if the customer requires
hotel transportation to the airport or to have her luggage
stored.
Thank the Customer - Make eye contact and thank the
customer for staying at the hotel. Ask if there was
anything else that could have been done to improve
her stay. Give out any survey forms and indicate where
she can post positive comments online.
Report Back - Report any complaints and suggestions
to your supervisor. Refer any future reservation
requests to the reservations department.
SOP for Guest Check-out
The process of checking out generally is initiated by the guest. The guest
calls up front office and asks to keep the bill ready.
The guest arrives at the front desk.
Greet the guest.
Print a copy of guest folio.
Hand it over to the guest for verification.
If there is any discrepancy, assure the guest about its solving.
Resolve the discrepancy immediately.
Apologize to the guest for inconvenience.
From the guest database, ensure the guest’s preference of payment
method. Recite it to the guest.
Settle the guest account.
Print the receipt and give it to the guest.
Ask the guest if he/she needs any assistance for luggage.
Ask the guest if the transport facility to the airport is required.
Greet the guest for giving an opportunity to serve as, “Hope you enjoyed
your stay with us. Thank you. Good (morning/afternoon/night).
Front office Records and Reports
1. Room and Tax Report
What is it: This report is fairly straight forward. The room and tax
report lists all your room revenue and associated taxes for the day.
Start by pulling all your revenue and taxes for that day. You want to
conduct this report every day in order to know exactly how much
money is coming into your property each day.
2. Shift Audit Report
What is it: Each cashier or user needs a shift audit report at the end
of the day or their shift. The report includes a breakdown of every
transaction sold by category and item. It also should include a
breakdown of payment methods including cash, credit cards
(MasterCard, visa, AMEX, etc), other means. 
 
3. Departures Report
What it is: A departure report shows who was scheduled to leave your
property today and who will be leaving the next day. Every night, your night
manager or auditor should create two departure reports, one for the present
day and one for the next day. The present day departures will show everyone
who was supposed to check-out that day. 

4. Arrivals Report
What it is: The night manager or auditor should also produce the arrivals
report for the morning staff. This report includes the list of arrivals for the
upcoming day and includes basic information:
Reservation/confirmation number
Guest name
Arrival date
Departure date
Number of nights
Room type booked  
Room assignment
5. Housekeeping Report
What it is: The housekeeping report shows the
property’s room number, front desk status, housekeeping
status, departure dates, and unit type. This enables the
front desk and the housekeeping staff to know which
rooms have to be cleaned when. Housekeepers need to
know which rooms are being checked out of so they can
replace the sheets, towels, toiletries, etc.

6. Continuous Report
What it is: A continuous report helps you keep track of
guests who have extended their stay. 
Handling Guest Complaint
Guest Complaint means any written, electronic or
oral communication that alleges deficiencies related to
the identity, quality, durability, reliability, safety or
performance of a service or product given.
Importance of guest complaints
Complaints are a reality check for your business - 51% of customers
will never do business with that company again after one negative
experience.”
Understand customers better - Knowing and understanding customer
needs is the focal point of every successful business. 
Get first-hand feedback about your products & services - Acquiring
first-hand customer feedback opens growth opportunities for
businesses. Encouraging customers to complain and share their opinions
is an easy way to share their genuine feedback.
Manage your online reputation - 93% of consumers are influenced to
purchase by online reviews. This is why marketers give more importance
to online reputation and reviews. 
Improve your customer support - If your support team does not have
the proper skill set, the process is inadequate or your team is not
equipped with the right tools.
Ways of Handling Guest Complaint
Listen with concern and empathy.
Isolate the guest if possible, so that other guests won't overhear.
Stay calm. Don't argue with the guest.
Be aware of the guest's self-esteem. Show a personal interest in the problem,
Try to use the guest name frequently.
Give the guest your undivided attention. Concentrate on the problem, no on
placing blame. Do NOT Insult the guest.
Take notes. Writing down the key facts saves time if someone else must get
involved. Also, Guest tends to slow down when they see the front desk agent
trying to write down the issue. Tell the guest what can be the best done. Offer
choices. Don't promise the impossible, and don't exceed your authority.
Set an approximate time for completion of corrective actions. Be specific, but
do not underestimate the amount of time it will take to resolve the problem.
Monitor the progress of the corrective action.
Follow up. Even if the complaint was resolved by someone else, contact the
guest to ensure that the problem was resolved satisfactorily.
LAST Method
Listen – To show that you’re actively listening to your
customer, repeat their concern.
Apologize – A sincere “I’m sorry” goes a long way. 
Solve the problem – Find a solution as best you can.
You may not be able to completely solve the customer’s
problem right that minute, but moving toward a
solution is often enough.
Thank you - Thank customers for bringing the
problem to your attention and for simply being a
customer.