Provide Accommodation Reception Service

Basic Responsibilities of Reception Personnel

• Welcome the guests when they arrive

• Check the guest's identity and verify the reservation
status
• Register the guest
• Double-check the status of pre-assigned room
• Issue a room key
• Provide information to the guests - hotel facilities and
services and places to visit nearby
• Maintain guest folio and settle guest accounts upon
checkout
Registration Key Terms

Arrivals guests who are checking for the day

Blocking reserving room/s for guest/s expected to arrive
Check-in guests who register at the reception area
Check-out guests who have settled all their bills in the hotel and
ready to leave
Complimentary use of a room without charge
Crew flight and cabin personnel of airlines
Departures gusts checking ut after settling their bills
Registration Key Terms

Do-Not-Disturb sign used by guests who do not want to be disturbed -

DND
Due-out occupied room that is scheduled to be vacated on a
specified date
Group 15 or more people traveling together
Guest folio running balance of a guest, records of guest charges and
use of hotel services while he stays in the hotel
Guest rack contains all the guests' names and arranged
alphabetically
House hotel
House count total number of guests staying in the hotel
Registration Key Terms

Late check out check-out that is beyond the official check-out time of the
hotel
Locked-out a room was locked for entry by the hotel because the
guest cannot pay his bills
No show a guest with confirmed reservation but did not arrive
Occupancy number of guest rooms occupied agains the total number
of rooms available for sale
Occupied number of guest rooms sold or assigned to hotel guests
Out-of-Order a room that is under repair
Skipper a guest of the hotel who left without paying his bills
Registration Key Terms

Slept-out a guest of the hotel who did not sleep in his room
Stay-over a guest who extends his stay in the hotel
Under-stay a guest who did not finish his supposed reservation
VIP Very Important Person who is staying in the hotel
Walk-in a guest who just came in the hotel and requesting a room
without a reservation
Pre-registration

• a front office activity of registering the guest in advance,

either a day before his arrival or on the day of his arrival
but before his expected arrival time.
• helps front office staff to coordinate with the related
departments in advance any special requirement made by
the guest during the reservation
Front Office Staff Tasks During Pre-Registration

• Assign room to the guest according to his specified requirements

when making the reservation. the room is blocked to avoid any
inconvenience and hassle when the guest arrives.

• If the hotel is using a computerized system, create the guest folio

after creating the guest profile to speed up the check-in process
when the guest arrives.

• Fill in the registration form with the information gathered during the
reservation to save time and avoid any hassle when the guest
checks in.
Types of Travelers
Business Traveler

• Carrying a laptop bag or • Fast and wireless internet

suitcases, booking is connection
usually made by • Business center services
companies • Adaptor
• London, Tokyo, Singapore • Cable TV
• Arrives late in the • International newspapers
afternoon or late evening and magazines
• Departs early in the • Early and healthy
morning breakfast
• 1-3 nights stay • Efficient and quick service
Leisure Traveler
• Carrying lots of shopping
bags during stay
• Middle East, Southeast
Asia, Europe, USA
• 3-4 nights
• Shopping areas, city maps
• Neighborhood information
• More luggage spaces
• Bathroom amenities
• Happy hour
• Swimming pool and other
leisure activities
• Fancy restaurant
Special Occasion Guest

• Mostly as stopover to/from • Cake, wine, personalized

next destination gift
• Local people / Couples • Nice view
from abroad • DVD player
• Late check-out • Room service
• 1-2 or 3-4 nights, advance • Swimming pool
booking • Fine dining
Family Guest

• Traveling with children, • Sofa bed, extra towels,

parents or relatives connecting rooms,
• Booked through travel babysitting services, kiddie
agency or tour operator pool, children's menu,
• 4-5 nights playroom, information on
amusement park, zoo, city
tours, and beach activities
• Extra care if traveling with
elderly
 Interdepartmental Communciation
Housekeeping

• Front Office plays the

role of the Engineering &
Maintenance
Banquet

communication center
that passes all the
relevant information to Front
appropriate Security
Office Sales &
Marketing
colleagues/departments
to ensure guests'
convenience, welfare
and safety. Food &
Beverage
Accounting
Department
Housekeeping
• Communicates the use of hotel rooms

Vacant Clean & Ready VC room is ready to be occupied

Occupied OCC room is already occupied by a paying

guest
Stay over a guest will not be checkin gout on the
supposed date of departure
Vacant Dirty VD room is dirty and not ready for
occupancy
Out of Order OOO room is under maintenance
Engineering & Maintenance

• Communicates the rooms

that need to be repaired
and maintained - defective
heating, ventilation and
air-conditioning,
malfunctioning appliances
inside and other concerns
such as plumbing and
electrical
Security

• Work closely together with Front Office for safety measure

and emergency cases
Food and Beverage

• Communicates the guests' food and beverage

requirements and requests including menus for groups
and functions
Banquet

• Works with Sales & Marketing and Food & Beverage

departments because they need to relay information
about scheduled functions and events
Sales & Marketing

• familiar with the corporate accounts, travel agencies and

other souces of booking
• communicates any special information about a particular
account or guest
Accounting

• Provides financial data related to guests' billings

• Provides a daily summary of financial transactions
through a night audit report
Revisions
• If the guest requests to be transferred to another room upon check-in, the
existing data will be automatically transferred to the newly assigned room.
• Any other adjustments or corrections made in the reservation will be
subject to the hotel’s standard operating procedures and will be recorded
in the system.
Calculate Occupancy
The number of rooms occupied divided by the total number of hotel rooms
multiplied to 100 to get the OCCUPANCY RATE.

A 150-room hotel with 120 units occupied has 80% occupancy rate.
120/150 = .80
.80*100 = 80%