Room Division
Room Division
Room Division
Introduction:
The Room Division is composed of departments and functions, which play essential roles in providing the
service guests expect during a hotel stay.
The Front Office is the most visible department in the hotel, with the greatest amount of guest contact. The
front desk and cashier sections are located in the busiest area of the hotel’s lobby. The front desk itself is
the focal point of activity within the front office. Guests are registered, assigned rooms and checked out at
the front desk.
The reservation function is responsible for receiving and processing reservation for accommodations in
the future. Reservation agents must maintain accurate reservation records and closely track availability to
ensure that no date is overbooked.
Housekeeping and laundry are almost important front office support sections. They inspect rooms for
sales, clean occupied and take care of the property’s linen.
To ensure efficient rooming of guests in vacant and ready rooms, the different sections must inform each
other promptly of any changes in the status or availability of the rooms. Close coordination and
cooperation help ensure guest satisfaction.
Organization Chart:
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Job descriptions:
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Room Division Manager
Reports to: General Manager.
Subordinates: Assistant Front Office Manager, Housekeeping Supervisor, Laundry Supervisor and
Concierge.
Job summary:
He leads and trains all subordinates.
He transmits all the information relayed to him by his direct superior and the other departments to his
subordinates.
He manages the guest satisfaction efforts of his department in accordance to Victoria’s philosophy.
Duties:
- Organize his manning as reflected on the Organization Chart.
- Control the hygiene and cleanliness of his working area, equipment and material.
- Responsible for the organization of his department, revenue reports and other document like
provisional budget.
- Make reports to the General Manager.
- Attend all training program designed to him and all other manager.
- Know, control and apply strictly the safety and hygiene regulation and policy of the hotel.
- Participate at the daily meeting with all managers.
- Optimize the sales by suggestive selling; train staffs on selling techniques and ensure that they are
implemented.
- Control the appearance and cleanliness of the staff, equipment and working area.
- Check that tasks are accomplished accurately by the staff.
- Control and approve the schedule of the staff.
- Transmit his knowledge to the staff to improve their performance and correct them if necessary.
- Prepares the orders for all the chemical products, furniture and material essential for the daily
operation.
- Prepare all the necessary documents for the day to day operation and assign the tasks to the supervisor.
- Handle and solve special requests and complaints.
- Follow up the city ledger with the chief accountant.
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- Supervise the work of his subordinates.
- Control the average room rate and enhance the sales strategy.
- Analyze his results and give ideas to increase the profitability.
- Control the expenses of his department and maintain it as low as possible.
- Delegate tasks to his subordinates to prepare them for bigger responsibility.
- Control and assure the follow up of the reservation system.
- Manage the stocks and storage of the amenities.
- Maintain good relationship with all departments of the hotel.
- Coordinate with the F&B department for the group’s requisitions.
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Assistant Front Office Manager
Reports to: Room Division Manager.
Subordinates: Front Office Supervisor, Night Auditor, Receptionist, Reservation Attendant, Shop
Attendant, Activity Guide, and Front Office Cashier.
Job summary:
He is responsible for all aspects of guest’s satisfaction in the Front Office.
He leads by example and manages the performance of his staff.
He organizes the work schedule of his team.
He is in charge of the maintenance of all equipment and material in his working area.
He handles and solves problems.
He assists his superior in ensuring that the guest satisfaction programs are implemented in accordance
with Victoria’s philosophy.
Duties:
- Supervise and coordinate all daily operation in the Front Office.
- Control the application of all safety and hygiene policy, regulation and procedures of the hotel.
- Report regularly to his superior concerning the daily operation.
- Organize and control the work schedule of his staff.
- Transmit suggestion made by the guest and his subordinates to his superior.
- Transmit his knowledge to his subordinates.
- Participate in all Front Office meeting.
- Participate in all training provided by the Front Office Manager.
- Control the appearance and cleanliness of his subordinates.
- Check the cleanliness of his work area, equipment and material.
- Handle and solve complaints.
- Relate well with his staff.
- Verify the reports made by the night auditor.
- Prepare in advance all the daily tasks and follow their execution.
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- Control accurately the billing.
- Maintain close relation with the housekeeping department.
- Control and check the revenue’s statistics and reports.
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Front Office Supervisor
Reports to: Assistant Front Office Manager.
Subordinates: Night Auditor, Receptionist, Reservation Attendant, Shop Attendant, Activity Guide,
and Front Office Cashier.
Job summary:
He is in charge of the maintenance of all equipment and material in his working area.
He ensures effectively and smoothly operation of the different section of his department.
He assists his superior in ensuring that the guest satisfaction programs are implemented in accordance
with Victoria’s philosophy.
Duties:
- Control the application of all safety and hygiene policy, regulation and procedures of the hotel.
- Report regularly to his superior concerning the daily operation.
- Transmit suggestion made by the guest and his subordinates to his superior.
- Transmit his knowledge to his subordinates.
- Participate in all Front Office meeting.
- Participate in all training provided by the Front Office Manager.
- Control the appearance and cleanliness of his subordinates.
- Check the cleanliness of his work area, equipment and material.
- Handle and solve complaints.
- Relate well with his staff.
- Prepare in advance all the daily tasks and follow their execution.
- Check the expected arrival list of the day.
- Control the equipment and material of his working area.
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Concierge
Reports to: Room Division Manager.
Subordinates: Bellboy and Driver.
Job summary:
He coordinates all transportation needed by the guests or by the staff of the hotel.
He leads by example and manages the performance of his staff.
He is in charge of the maintenance of all equipment and material in his working area.
He assists his superior in ensuring that the guest satisfaction is implemented in accordance with Victoria’s
philosophy.
Duties:
- Organize the work schedule of his team.
- Supervise and check the daily maintenance and clearance of the vehicles.
- Make sure that all vehicles are in good condition.
- Control and report regularly to his direct superior concerning the daily operation.
- Prepare all administrative reports.
- Control the appearance and cleanliness of his staff.
- Take care of the luggage of the guests.
- Program and organize the schedule of his staff.
- Implement the preventive maintenance plan for all the vehicles to protect them from damage or
breakdown.
- Help his staff if necessary.
- Ensure an accurate schedule of the technical controls.
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Housekeeping Supervisor
Reports to: Room Division Manager.
Subordinates: Room Attendant, Running Housekeeper, and Order Taker.
Job summary:
He is responsible for planning, directing, controlling and coordination all the activities of his staff.
He ensures effectively and smoothly operation of the different section of his department.
He leads as an example and trains his staff.
Duties:
- Plan and program the schedule of the staff.
- Make the inventory of the housekeeping store.
- Check the usage of the items in the daily operation to avoid wastage.
- Program the daily cleaning operation with the list of occupied rooms.
- Divide the schedule for room attendant staff and hand over keys for them to clean the room.
- Check and inspect the quality and cleanliness of the room.
- Check the amenities on the trolley and issue new amenities in the housekeeping store to the staff.
- Make a regular report to his superior.
- Control the equipment and material of his working area.
- Check the equipment of the guestrooms and work closely with the maintenance department in assuring
the proper and regular program.
- Supervise room cleaning.
- Monitor the condition of the room.
- Control the needs of materials and amenities necessary and transmit the order to his superior.
- Control the key used by the staff.
- Double check the VIP’s room, make sure that VIP’s items are displayed.
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- Perform other duties as maybe assigned.
Laundry Supervisor
Reports to: Room Division Manager.
Subordinates: Laundry Attendant and Public Area Cleaner.
Job summary:
He is responsible for planning, directing, controlling and coordination of all the activities of his staff.
He ensures effective and smooth operation of the different section of his department.
He leads as an example and trains his staff.
Duties:
- Plan and program the schedule of the staff.
- Make the inventory of the laundry store with the storekeeper.
- Program the daily laundry operation with the list of occupied rooms.
- Prepare the material for the daily operation.
- Check the quality and cleanliness of the .sheets, napkins and towels.
- Make a regular report to his superior.
- Control the equipment and material of his work area.
- Work closely with F&B department to know the daily needs of laundry.
- Work closely with the housekeeping supervisor to implement the services provided by his section.
- Check the stock of materials and amenities and submit the quantity of items to be ordered by his
superior.
- Ensure that all laundry and articles are returned clean and without any stains damage.
- Coordinate with the engineering department for preventive maintenance programs and repairs for all
equipment.
Job summary:
He is in charge of the working operation of the Health Club.
He sales all the services sold in his outlet.
Duties:
- Follow all rules and regulation contained in the employee handbook.
- Treat the guest with courtesy.
- Follow all required information to ensure that the guest has a pleasant stay.
- Apply the selling techniques.
- Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.
- Prepare all material and office supplies for the daily operation.
- Explain the type of services to the guests.
- Welcome and meet the guests.
- Take the reservation for the massage.
- Answer all the request of information concerning the health club facilities to the guest and give them
all the needed explanation.
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Tasks list for health club attendant:
1. Open the Health Club.
2. Welcome and receive the guest.
3. Guide the guest into the Health Club.
4. Sell services.
5. Take booking for massage.
6. Handle reports.
7. Close the Health Club.
8. Handle lost and found
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Procedures for health club attendant:
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Good Morning/Afternoon/Evening.
2.3. Use the name of the guest, if known.
2.4. If not use: Sir or Madam.
2.5. Show an interest in the guest:
How are you today? Did you sleep well? Did you enjoy your day?
2.6. Ask the guest what he wants:
May I help you?
2.7. Thank guest and give closing comment by saying:
Have a good day/afternoon/night.
3. Handle request.
3.1. Listen to get the facts.
3.2. Probe into the needs of guest by asking questions to clarify his request.
3.3. Explain what you can do or offer alternative.
3.4. Confirm with the guest that this is satisfactory.
3.5. Use positive words like:
Certainly, I will be happy/glad to…
3.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other
departments.
3.7. Follow up.
3.8. Give information to the guest.
3.8.1.Provide directions to the guest when asked.
3.8.2.Be sure that you are given the correct information.
4. Answer telephone.
4.1. Answer calls promptly after the second ring. Pen and paper in your hand.
4.2. Lift the receiver only when ready to talk.
4.3. Answer the call as per standards:
4.3.1.Greeting.
Good morning/afternoon/evening.
4.3.2.Identify your department.
4.3.3.Identify yourself and then say:
May I help you?
4.4. Use the voice with a smile.
4.5. If you wish the caller to identify himself ask politely:
May I know who is calling please? Or
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May I tell him who is calling please? (If the call is for somebody else).
4.6. If you get a wrong number you may say:
This is (name of the hotel or department). You must have dialed a wrong number,
please dial again.
4.7. Speak distinctly and clearly.
4.8. Listen carefully.
4.9. During a extended narration by the caller, indicate your presence on the line by saying:
Of course.
Yes, I understand.
Certainly Madam/Sir.
4.10.If you answer a call for someone not available:
I am sorry, Mr. X will be back in a few minutes. May I take a message?
4.11.Ask and write down the following information:
4.11.1.Name of caller.
4.11.2.Department/Company name.
4.11.3.Telephone number.
4.11.4.The message.
4.12.Repeat the message for accuracy.
4.13.Thank the caller:
Thank you for calling, good bye.
4.14.Wait for the caller to replace the phone before you do.
4.15.Complete your message by writing down:
4.15.1.Your name.
4.15.2.Date and time of call.
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6. Sell services.
6.1. Be familiar with every type of services proposed in the Health Club.
6.2. Offer an appropriate greeting.
6.3. Listen carefully the guest’s request.
6.4. Find out the guest request.
6.5. Try to attract the guest by using words like:
Delicious, pleasant, relaxant… to stimulate the desire of the guest.
6.6. Inform guest compliment service and try to sell other service.
6.7. Anticipate what the guest needs, ask questions.
6.8. Repeat the details.
6.9. Stop asking questions when the guest gives signal of buying or back off.
6.10.Take the booking.
6.11.Thank them even they decide not buy a service they can decide otherwise, anytime.
6.12.Always be positive, you represent the management and have an important role in showing the
impression to the guest.
8. Handle report:
8.1. Prepare and photocopy the massage service reports, with all the services sold for the day.
8.2. Check the bills in order to correct any mistake.
8.3. Take the bills to reception desk.
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9.2. Before closing the health club, turn off the following:
9.2.1.Lights.
9.2.2.Sauna.
9.2.3.Jacuzzi.
9.3. Lock the door.
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10.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will
be advised about the incident so he could collect the item.
10.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be
released to the finder.
10.3.Lost items.
It is the duty of all attendants to protect the property of the hotel.
10.3.1.When cleaning, check the items such as:
10.3.1.1.Towel.
10.3.1.2.Folder.
10.3.1.3.Blanket.
10.3.1.4.Picture.
10.3.1.5.Vase.
10.3.2.Report to you direct superior any supplies missing from the room. He will ascertain the fact,
false or careless accusation can trouble the reputation of the hotel.
10.3.3.If the item is proved to be missing, the supervisor will notify the fact to the concerned
person and record the lost.
10.4.Inform immediately if you found broken or damaged property, notify your direct superior.
10.5.In case of burnt or damaged bedding or linen:
10.5.1.Leave the damaged item where it is.
10.5.2.Do not change the damaged item so that the concerned manager inspect item personally.
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On-the Job Training Record:
Name of employee:
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Remarks: Performance Grading:
A- Good.
B- Satisfactory.
C- Needs Improvement.
Massage Attendant
Reports to: Room Division Manager.
Subordinates: none.
Job summary:
He is responsible for doing the massages to the guest as requested.
Duties:
- Follow all rules and regulation contained in the employee handbook.
- Treat the guest with courtesy.
- Follow all required information to ensure that the guest has a pleasant stay.
- Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.
- Prepare all material and office supplies for the daily operation.
- Welcome and meet the guests.
- Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.
- Prepare all material and office supplies for the daily operation.
- Explain the type of massages to the guests.
- Answer all the request of information concerning the health club facilities to the guest and give them
all the needed explanation.
- Do the required massage for the guest.
- Update herself with the latest techniques for massage.
- Handle lost and found.
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Tennis Coach
Reports to: Room Division Manager.
Subordinates: none.
Job summary:
He is responsible for playing tennis with guests as required.
Duties:
- Follow all rules and regulation contained in the employee handbook.
- Treat the guest with courtesy.
- Follow all required information to ensure that the guest has a pleasant stay.
- Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.
- Prepare all material and office supplies for the daily operation.
- Welcome and meet the guests.
- Keep the court clean.
- Lock the door of the court when no guest uses it.
- Follow up the status and condition of court, racket and ball.
- Check with the Front Office to know about the tennis booking.
- Take part in the activities of the department and hotel.
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Glossary of terms for Front Office:
Room types:
Single: a room assigned to one person. May have one or more beds.
Double: a room assigned to two people. May have one or more beds.
Triple: a room assigned to three people. May have two or more beds.
Quad or family: a room assigned to four people. May have two or more beds.
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Queen: a room with a queen-size bed. May be occupied by one or more people.
King: a room with a king-size bed. May be occupied by one or more people.
Twin: a room with two twin beds. May be occupied by one or more people.
Double-double: a room with two double beds. May be occupied by one or more people.
Mini-suite or junior suite: a single room with a bed and a sitting area. Sometimes the sleeping area is in
a bed room separate from the living room.
Suite: a parlor or living room connected to one or more bedrooms.
Connecting rooms: rooms with individual entrance doors from the outside and a connecting door
between. Guest can move between rooms without going outside.
Source of reservation:
Frequent Individual Travelers (FIT):
1. Self booking:
1.1. Walk-in.
1.2. Telephone.
1.3. Telex.
1.4. Letter.
1.5. Internet.
2. Commercial account booking:
Local representative office established a commercial account and made a reservation for one of their
visitors in our hotel.
The Sales and Marketing office submit the updated list of our commercial accounts.
3. Airlines booking.
3.1. Transit.
3.2. Layover.
3.3. Airlines regular passengers.
3.4. Packages.
4. Overseas travel agent.
Agents without free sale or worldwide agreement.
5. Local travel agent.
Agents with contact and entitled to have special room rates.
6. Free sale agents.
Agents who are mostly overseas or appointed booking agents in local and overseas with free sale
allotment.
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Group reservation.
Making reservation for groups can involve working with a variety of contacts. Usually, when a group
selects a hotel, it is representative deals with the hotel.
1. Convention, conference and meeting.
A key to hosting a successful convention, conference or meeting is the close working relationship
between all the concerned departments.
Large conventions often require more than one property to accommodate all the delegates. All hotels
should know which hotel is the convention headquarters. It will have the main convention activities
and most of the hospitality suites.
Concerning the accommodation of the conference, the hotel must determine the number and type of
room it will commit for each day. The organizer will send the reservation requests to the hotel on the
daily basis or in a master list, which will be updated periodically. In return, the hotel should inform the
organizer of any reservations, amendments or cancellations that are sent directly to the hotel. A
constant communication permits to manage and maximize the occupancy.
2. Tour groups.
Tour groups are usually groups of people who have all of their arrangements, including
accommodation, transportation and activities, organized for them. In checking the history of tour
operators, or travel agents, the hotel should be especially careful in researching their reliability and
past performance.
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Preferred rate: Corporate contracted are offered to companies that agree to produce a
determinate number of room nights per year. The Sales department signs the contracts. Copies are on file
in the reservation office for reference when the reservation is received and for walk-in guest.
Travel Agency rate: Frequent Individual Travelers (FIT) wholesale or volume rates are to
utilized by the Travel Agents to create packages which may include room, meals, transportation and other
service of the hotel. Guest will check-in individually and present a coupon or voucher to the reception.
The Sales department signs the contract with Travel agents and kept on file in the reservation office.
In house package rate: Packages designed by the hotel which include room and at least one other
service provided by the hotel such as meals, transportation… Generally none during specified periods and
subject to the availability.
Promotion rate: Special promotional rates designed to increase room sales. Different from in
house package as this is a room only promotion rate. Generally there is none during promotional periods
and subject to availability. Requests outside the promotional period require one of the concerned
managers.
Airline layover: Airline layover room rate contracted or quoted. The sales departments signs
the contract which is filled in the reservation office.
Airline crew: Airline crew rate contracted or quoted. The sales departments signs the
contract which is filled in the reservation office.
Travel industry discount rate: A reduced room rate for Airline, Travel Agent or Hoteliers. Reservation
are required to obtain prior approval before confirming discounted room reservations. The signature of
one of the designated manager is requested.
Tour group rate: Room rate for leisure groups larger than ten rooms. Or reservation made by
travel agent. The Front Office Manager or supervisor must authorize the group order.
Ad hoc group: One time group with seasonal rates. The Front Office Manager or supervisor
must authorize the group order.
Exhibition, meeting and incentive rate: Room rate for large groups arriving for a conference. Large
conventions often require more than one hotel to accommodate them. Check-in may be either group or
FIT.
House use: Guestroom provided free of charge to employees of Victoria hotels, used for
working reasons. The room will not be included in the room sales report. The General Manager or the
Room Division Manager are the only persons in the hotel to authorized house-use rooms. Heads of
department should process applications for such accommodation during office hours.
Complimentary: Room provided complimentary, free of charge sometimes, to special guest
and employees of Victoria. The room will be included in the room sales report.
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Generally the complimentary room is offered to create a better image for the hotel or Management
Company for person who may bring business or with special influence. The complimentary room need the
prior approval of the General Manager or Room Division Manager.
Job summary:
He leads by example and manages the performance of his staff.
He is in charge of the maintenance of all equipment and material in his working area.
He carries out Front Office duties and assist in maintaining an efficient department.
He assists his superior in ensuring that the guest satisfaction programs are implemented in accordance
with Victoria’s philosophy.
Duties:
- Control the application of all safety and hygiene policy, regulation and procedures of the hotel.
- Report regularly to his superior concerning the daily operation.
- Transmit suggestion made by the guest and his subordinates to his superior.
- Transmit his knowledge to his subordinates.
- Participate in all Front Office meeting.
- Participate in all training provided by the Front Office Manager.
- Control the appearance and cleanliness of his subordinates.
- Check the cleanliness of his work area, equipment and material.
- Relate well with his staff.
- Control accurately the billing.
- Ensure the daily operation of the Front Office.
- Ensure the implementation of sales directives from the Head Office.
- Check the expected arrival list of the day.
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- Perform other duties as maybe assigned.
Night Auditor
Reports to: Room Division Manager, Assistant Front Office Manager.
Subordinates: None.
Job summary:
He checks the accuracy of front office accounting records and compiles a daily summary of hotel
financial performance of the day.
He is in charge of all guest requests during the night.
Duties:
- Post room charges and taxes to guest account.
- Process guest charge vouchers and credit card.
- Post guest charge purchase transactions not posted during the day by the front office cashier.
- Check all account postings and balances.
- Summarize the results of operations for reporting to management.
- Resolve room status discrepancies.
- Produce operational reports.
- Establish accurate records.
- Balance all department reports.
- Found and solve the cashier auditing problems.
- Answer the phone for the inside and outside calls.
- Handle and solve any complaints or problems with the guest.
- Handle night check in and check out.
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- Perform other duties as maybe assigned.
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Procedures for Night Auditor:
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5. Check the bill of all the rooms with the orders.
5.1. Control that every order has been charged on the guest account and any charge posted has a bill.
5.1.1.Rates.
5.1.2.Rack.
5.1.3.Number of person.
5.1.4.Nationality.
5.1.5.Duration of the stay.
5.1.6.Mode of payment.
5.2. Rectify any order or bill, if necessary.
5.3. Control the automatic billing system of the restaurant.
7. Handle reports.
7.1. Daily revenue report.
Report on the adequate form all the amount of the day.
7.1.1.F&B.
7.1.2.Mini bar.
7.1.3.Excursion and activities (massage, tennis...)
7.1.4.Laundry.
7.2. Nationality report.
7.2.1.Check all the guests in-house sent by Travel Agency and Tour Operator in the day.
7.2.2.Company.
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7.2.3.Country.
7.2.4.Status.
7.2.5.Number of person.
7.2.6.Number of room.
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10.2.1.Ask the guest the following information:
10.2.1.1.Time of call.
10.2.1.2.Room number.
10.2.1.3.Name of the guest.
10.2.2.Wake up guest with a warm voice by saying:
Good Morning Mr./Mrs. . it is o’clock. I hope you have a pleasant day.
10.2.2.1.If the guest did not answer a telephone wake-up call, call back in five minutes. If there
is still no answer, request the bellboy to go to the guestroom and knock on his door.
10.3.Handle guest complaints.
10.3.1.Listen carefully to the guest complaint without interrupting.
10.3.2.Ask questions to clarify circumstances and determine guest’s needs.
10.3.3.Let the guest know that you appreciate his/her individual needs and problems.
I understand how you feel, Sir/Madam…
I am very sorry.
10.3.4.Share meaningful information and give reasons for policies.
10.3.5.Offer alternatives.
10.3.6.Let guest decide, refrain from trying to force the guest to do what you think is best.
10.3.7.Get guest committed to selected plan of action.
10.3.8.Keep body language open and non-defensive or confrontational.
10.3.9.Thank guest for pointing out the problem and bringing it to your attention.
Thank you for informing us, Mr./Ms,…
10.3.10.Give closing comment which indicate that you will follow up:
I will take care and sort the problem
10.3.11.If the complaint involve another department, call that department and inform them about
the guest’s complaints and plan of action decided upon.
10.3.12.Follow up by checking with other departments and getting back to the guest as promised.
10.3.13.Log complaint and solution.
12.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will
be entered in this ledger with the following date.
12.2.1.1.Date.
12.2.1.2.Room or location.
12.2.1.3.Description of the article.
12.2.1.4.Article number.
12.2.1.5.Name of finder.
12.2.1.6.Disposition and date.
12.2.2.The front office will let the guest know that an item was found in his room, by phone or
mail.
12.2.3.If a guest claims an article he must sign a receipt with his identification items.
12.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be
sent after proper identification.
12.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will
be advised about the incident so he could collect the item.
12.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be
released to the finder.
12.3.Lost items.
It is the duty of all attendants to protect the property of the hotel.
12.3.1.Report to you direct superior any supplies missing from the room. He will ascertain the fact,
false or careless accusation can trouble the reputation of the hotel.
12.3.2.If the item is proved to be missing, the supervisor will notify the fact to the concerned
person and record the lost.
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12.4.Inform immediately if you found broken or damaged property, notify your direct superior.
12.5.In case of burnt or damaged bedding or linen:
12.5.1.Leave the damaged item where it is.
12.5.2.Do not change the damaged item so that the concerned manager inspect item personally.
Name of employee:
Receptionist
Reports to: Assistant Front Office Manager.
Subordinates: None.
Job summary:
He implements all policy and procedures of Front Office by enhancing the quality of services.
He assists the guest efficiently, courteously and professionally in all Front Office related function.
He maintains a high standard of service and hospitality at all the times.
He is responsible to meet and to talk to the guest at all times with a cheerful disposition and a positive
service attitude in accordance to Victoria’s philosophy.
Duties:
- Welcome and register the guest according to the procedures.
- Assign room and accommodate special request whenever possible.
- Assist in pre registration and blocking of reservation when necessary.
- Stay up-to-date on room rates, package, discounts and how to handle each.
- Review the room rates, room location, types of room and room rack operation.
- Develop knowledge about the staff, services and hours of operation in the hotel.
- Promptly notify housekeeping of all late check out, early check in and special requests.
- Handle walk-in reservation or cancellation procedures.
- File room keys.
- Develop thorough knowledge of the software used in the Front Office.
- File and post all charges to guests.
- Use proper telephone etiquette.
- Follow the message handling procedures.
- Report any unusual occurrences and requests to his superior.
- Get information about of the daily activities and meetings taking place in the hotel.
- Follow all safety and emergency procedures and how to act upon them.
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- Follow accident prevention policies.
- Maintain the cleanliness and neatness of the front desk area.
- Handle of every kind of request and complaints of the guests.
- Keep properly the accounts of the guests for their expenses during their stay and charge them upon
departure or any time they ask for it.
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A professional receptionist has to develop the following skills and knowledge to be able to perform the
tasks listed below:
- Product knowledge, manual available in each department.
- Services provided.
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Procedures for receptionist:
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2.1.8.2.Be sure that you are given the correct information.
2.2. Handle wake-up call.
2.2.1.Ask the guest the following information:
2.2.1.1.Time of call.
2.2.1.2.Room number.
2.2.1.3.Name of the guest.
2.2.2.Dial the room number and wake up guest with a warm voice by saying:
Good Morning Mr./Mrs. __. It is __ o’clock. I hope you have a pleasant day.
2.2.2.1.If the guest does not answer the wake-up call, call back in five minutes. If there is still
no answer, request the bellboy to go to the guestroom and knock on his door.
2.3. Handle guest complaints.
2.3.1.Listen carefully to the guest complaint without interrupting.
2.3.2.Ask questions to clarify circumstances and determine guest’s needs.
2.3.3.Let the guest know that you appreciate his/her individual needs and problems.
I understand how you feel, Sir/Madam…
I am very sorry.
2.3.4.Share meaningful information and give reasons for policies.
2.3.5.Offer alternatives.
2.3.6.Let guest decide, refrain from trying to force the guest to do what you think is best.
2.3.7.Get guest committed to selected plan of action.
2.3.8.Keep body language open and non-defensive or confrontational.
2.3.9.Thank guest for pointing out the problem and bringing it to your attention.
Thank you for informing us, Mr./Ms,…
2.3.10.Give closing comment which indicate that you will follow up:
I will take care and sort the problem
2.3.11.If the complaint involve another department, call that department and inform them about the
guest’s complaints and plan of action decided upon.
2.3.12.Follow up by checking with other departments and getting back to the guest as promised.
2.3.13.Log complaint and solution.
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3.3.2.Special request.
3.4. Ensure that the fruit basket has been placed in the room.
3.5. Identify regular and repeat customers to ensure recognition upon check-in.
3.6. Note any special requirements:
3.6.1.Early or late arrivals.
3.6.2.Early or late checkout.
3.7. Send a copy to the housekeeping and F&B department.
3.8. Ensure all registration cards are printed.
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4.14.Anticipate what the guest needs, ask questions.
4.15.Repeat the details
4.16.Offer alternatives.
4.17.Stop asking questions when the guest gives signal of buying or back off.
4.18.Thank them even they decide not stay in our hotel, they can decide otherwise, anytime.
4.19.Always be positive, you represent the management and have an important role in showing the
first impression to the guest.
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5.1.4.4.Duration of stay.
5.1.4.5.Date of departure and time for check out.
5.1.5.If the form filled out by the guest is incomplete, complete it carefully with the information
provided by the guest.
5.1.6.Inform the guest if any messages have arrived (mail, telex, and fax…), give them to him or
her or indicate where they are delivered or sent.
5.1.7.Ask the guest if he needs future reservation:
Sir/Madam, do you need a future reservation?
5.1.8.If the room is not yet available.
5.1.8.1.Offer your apologies and indicate when the room will be available.
5.1.8.2.Propose a solution while the guest waits.
5.1.9.Direct the guest to the room:
5.1.9.1.Offer bell service by saying:
Sir/Madam, our Bell service will help you with your luggage.
5.1.9.2.Direct the bell person.
Please show Mr./Ms. to his room.
5.1.9.3.Show guest the way to his room if no help is need.
5.1.10.Wish guest a pleasant stay:
I hope that you enjoy your stay in our hotel.
Please let us know if there is any thing that we can do to make your stay more comfortable.
5.1.11.Complete administrative steps:
5.1.11.1.Process registration in the computer.
5.1.11.2.Check spelling of the surname and given name of the guest.
5.1.12.Notify other departments.
5.1.12.1.Housekeeping.
5.1.12.2.F&B department.
5.2. Check-in a group.
5.2.1.Prior to the group arrival:
5.2.1.1.Prepare the room assignment form and attach the group file.
5.2.1.2.Prepare the group perks if any (travel tips, welcome letters…).
5.2.1.3.Prepare the registration card and welcome booklet.
5.2.1.4.Assign room to group members using the rooming list and enter all room number
blocked into the computer.
5.2.1.5.Complete the assignment form and pass it to Housekeeping.
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5.2.1.6.Prepare room keys.
5.2.1.7.Ensure that a parking space is available for the bus when it arrives with the group.
5.2.1.8.Make sure that everything is done before the group arrived.
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5.2.5.4.Complete the registration form.
5.2.5.5.Clarify with the group leader about the quantity of passports received.
5.2.5.6.File and distribute group reports to departments concerned.
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6.5.6.5.3.Cigarettes.
6.5.6.5.4.Post cards.
8. Handle messages
8.1. If you have to take a message for someone not available:
I am sorry, Mr. X will be back in a few minutes. May I take a message?
8.2. Ask and write down the following information:
8.2.1.Name of the person.
8.2.2.Department/Company name.
8.2.3.Telephone number.
8.2.4.The message.
8.3. Repeat the message for accuracy.
8.4. Thank the person:
Thank you Madam/Sir, good bye.
8.5. Complete your message by writing down:
8.5.1.Your name.
8.5.2.Date and time.
8.6. Ask the bellboy to deliver the message to the guest’s room.
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8.7. If the telephone is equipped with message lights, activate the corresponding light immediately
after taking the message.
8.8. If the message contains obviously important news, do not send it to the guest’s room, but inform
the designated superior.
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9.4. Handle special delivery.
9.4.1.Phone guest’s room to notify him or her about the receipt.
9.4.2.If no response, put a reminder in the room.
9.5. The procedure is almost the same for the incoming faxes and emails.
9.6. Collect the outgoing mail and packages of the guest.
9.6.1.Collect the guest outgoing mails.
9.6.2.Check if there is a stamp put on the mails.
9.6.3.Deliver the mails to the postman for posting.
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I am sorry, Mr. X will be back in a few minutes. May I take a message?
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13. Control and inventory of the room keys.
13.1.Check with the arrival list that the necessary keys are in the key box.
13.2.Control if the keys for the check out guestrooms are in the key box.
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Check in the computer the expected arrival for the next four months.
15.2.Balance daily work.
15.2.1.In-house guests list.
Check the number of guest check-in in the computer.
15.2.2.Shift report.
At the end of the shift, report any necessary information for the next shift, for example the
number of guests who have not yet checked in or checked out.
15.3.The receptionist can be asked to help the reservation to make reports for them such as the Four-
Month Room Occupancy Forecast.
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It is the duty of all attendants to protect the property of the hotel.
16.4.Inform immediately if you found broken or damaged property, by notifying your direct superior.
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On-the Job Training Record:
Department: Room Division. Job Title: Receptionist
Name of employee:
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Front Office Cashier
Reports to: Assistant Front Office Manager.
Subordinates: None.
Job summary:
He checks the guests out of the hotels.
Duties:
- Operate electronic cash register.
- Know cash handling procedures.
- Complete guest check-in procedures.
- Handle safe deposit boxes in accordance to the procedures.
- Maintain the safe deposit.
- Change currency by the daily rates, decided by accounting.
- Balance the cash, traveler’s checks, currency, credit cards received and hand them to the accounting
department.
- Verify the transfer of guest balance from other departments like the restaurant.
- Prepare the bill for the guests.
- Make reports to the accounting department.
- Verify if all the expenses have been charged on the bills of the guest and their amount.
- Handle payments.
- Complete guest checkout procedures.
- Settle guest account.
- Prepare the records upon checkout and in.
- Prepare change request.
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Task List for front office cashier:
1. Collect cash float.
2. Welcome the guest.
3. Answer the phone.
4. Handle request.
5. Handle guest check in.
6. Handle safety deposit boxes.
7. Post all charges and verify the balance.
8. Change foreign currency.
9. Handle guest check out.
10. Handle cash payments.
11. Prepare reports.
12. Handle lost and found.
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Procedures for front office cashier:
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Please dial again.
3.7. Speak distinctly and clearly.
3.8. Listen carefully.
3.9. During a extended narration by the caller, indicate your presence on the line:
Of course.
Yes, I understand.
Certainly Madam/Sir.
3.10.If you answer a call for someone not available:
I am sorry, Mr. X will be back in few minutes. May I take a message?
3.11.Ask and write down the following information:
3.11.1.Name of caller.
3.11.2.Department/Company name.
3.11.3.Telephone number.
3.11.4.The message.
3.12.Repeat the message for accuracy.
3.13.Thank the caller:
Thank you for calling, good bye.
3.14.Wait for the caller to replace the phone before you do.
3.15.Complete your message by writing down:
3.15.1.Your name.
3.15.2.Date and time of call.
4. Handle request.
4.1. Listen to get the facts.
4.2. Probe into the needs of guest by asking questions to clarify his request.
4.3. Explain what you can do or offer alternative.
4.4. Confirm with the guest that this is satisfactory.
4.5. Use positive words like:
Certainly, I will be happy/glad to…
4.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other
departments.
4.7. Follow up.
4.8. Give information to the guest.
4.8.1.Provide directions to the guest when asked.
4.8.2.Be sure that you are given the correct information.
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4.9. If you don’t have the right information say:
May I check the information for you?
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5.1.11.4.For a group, the charges incurred as a whole are normally posted to the master account
folio for billing to the agent.
5.1.11.5.All other charges are the responsibility of the individual members of the group and are
posted to their folio accounts.
5.2. Maintaining folio.
5.2.1.Enter all the charges as they come through. It keeps the bill and tab up-to-date. It is essential
that this is done systematically.
5.2.2.Enter any credits or allowances when they arise. This allows you to make any necessary
adjustments.
5.2.3.All bill entries are simultaneously recorded in the computer’s memory. All additions and
subtractions are handled automatically. Bill and ledger totals have to reconcile, since it is still
possible to enter a charge incorrectly.
5.2.4.The folios are kept in chronological room number order.
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9. Handle guest check out.
As the guest indicates check out, ask room number and key:
May I have your room number and your key, please?
Yes No
Give it to the guest and delete the comment field from the computer.
Ask the guest if he consumed anything from the mini bar, restaurant or our facilities
a few minutes before check out:
Have you taken anything from the mini bar or used our services ?
Yes No
Give the bill to the guest and ask for the next booking.
Here is your bill Mr./Ms., Would you like to make the reservation for your next stay?
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Thank the guest and farewell:
Thank you for staying with us. We hope to welcome you again
With the procedures discussed in the previous schematic diagram, it is important to specify some details:
9.1. Checkout FIT or walk-in guest.
9.1.1.Prepare the guest’s bill in advance if requested.
9.1.2.If you are unable to attend to a guest immediately, acknowledge him or her by making eye
contact and smiling.
9.1.3.Ask the guest his/her room number and check his/her name.
9.1.4.Inquire if the stay with the hotel was to their satisfaction. If not, take acts or call a supervisor
if necessary.
9.1.5.Ask the guests if they have had their luggage brought down and ask for the room key.
9.1.6.Settle guest account balances.
9.1.7.Turn the bill so that it is facing the guest when you present it.
9.1.8.If the guest requests any explanations, provide further details clearly and with receipts if
necessary. Call for a supervisor if necessary.
9.1.9.Confirm the method of payment and use it.
9.1.10.Hand over the bill together with the guest’s credit card if used.
9.1.11.Provide a second copy of the bill if the guest asks for one.
9.1.12.Thank the guest for staying at the Victoria Hotel and wish him/her a pleasant journey using
his/her name if known:
Thank you for staying with us Mr./Mrs. I hope we will have the pleasure of seeing you
again soon at the Victoria Hotel.
9.1.13.For early morning checkout, occasional or regular, arrange with the restaurant for
complimentary coffee/tea.
9.1.14.Upon settlement of the guest’s account, change the guest’s room status to “on change” and
notify the housekeeping department of the departure.
9.1.15.Before the guest leaves the front office, check for any messages or mail awaiting guest pick-
up.
9.1.16.Communicate status information in an accurate way to maximize room sales.
9.2. Checkout a group.
9.2.1.Ensure that all luggage is identified before loading it into the bus.
9.2.2.If there is any disagreement over the payment of extras, the matter must be settled through
the tour leader.
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9.2.3.Ensure that the tour leader is satisfied and ask him/her to sign the various bill items.
9.2.4.The designated manager should wish the group a pleasant journey as guests leave.
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10.4.1.2.Credit card companies are not required to honor transactions settled trough the use of
an expired card. If an expired card is inadvertently accepted, the hotel may not be able
to receive payment for the amount of the charged purchase.
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10.4.6.3.To complete a direct billing settlement , the cashier should obtain the guest’s signature
on the folio as an acceptance of all charges listed on the folio.
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On-the Job Training Record:
Name of employee:
Reservation Attendant
Reports to: Assistant Front Office Manager.
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Subordinates: None.
Job summary:
He handles all future reservation, matching the needs of the guests with the availability of the hotel.
Duties:
- Explain the type of the accommodation and services to the guests.
- Follow all rules and regulation contained in the employee handbook.
- Treat the guest with courtesy.
- Answer all phone calls.
- Follow all required information to ensure that the guest has a pleasant stay.
- Review at all times the selling status and rates of all package plans.
- Explain the credit policy of the hotel upon request.
- Implement the policy of the hotel on guaranteed no show and assured reservation.
- Process rooming lists for sales groups, type up reservation and indicate any special request or billing
instruction.
- File all processed reservation and correspondence.
- Make certain all package files enclosing coming letters, complimentary orders and other forms as
requested.
- Follow the reservation cancellation procedures of the hotel.
- Process reservation and check obtained trough travel agency or tour operator and keep a file on all
commission paid.
- Handle daily correspondence, respond to inquiries and make reservation as needed.
- Make sure that all files are kept up-to date.
- Apply the selling techniques and assist front desk staff whenever necessary.
- Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.
- Send the confirmation and follow up all letters or requests concerning reservation.
- Make sure that the correspondence are correct compared to the data in the computer.
- Prepare all material and office supplies for the daily operation.
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2. Determine the availability.
3. Respond appropriately to guest requests and inquiries.
4. Receive the booking.
5. Record and file the booking.
6. Process cancellation and modification.
7. Prepare expected arrival list.
8. Handle phone calls.
9. Handle daily correspondence and reports.
10. Welcome the guest.
11. Handle lost and found.
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Procedures for reservation attendant:
1. Handle inquiries:
Telephone In person Fax Letter E-mail
R
No oom Yes
Free?
Guest
Yes Accept No
Room?
s?
No Yes
Confirm booking
Date?
Hotel? Yes
Document
s filed
Make
Arrangements
End of inquiry
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With the procedures discussed in the previous schematic diagram, it is important to monitor and respond
appropriately to guest, travel agent, group or tour operator concerning reservations arriving by mail, direct
telephone, fax or letter.
1.1. Be familiar with every type of the accommodation and services. Make inspection trips through each
of the various types of rooms to refresh you memory.
1.1.1.Capacity of the hotel.
1.1.2.Explanations concerning the different room rates (view, facilities, and private terrace…).
1.2. Be able to explain price policy.
1.2.1.Room rates.
1.2.2.Extra bed.
1.3. Clarify the guest segmentation. Observe people and try to classify them.
1.4. Offer an appropriate greeting.
1.5. Listen carefully the guest’s request.
1.6. Find out the guest request.
1.6.1.When he/she wants to arrive?
1.6.2.How long?
1.6.3.How many person?
1.6.4.What kind of room?
1.7. Do not sell at minimum price, try to sell top down.
1.8. Do not give up on prospective guest. Offer him the same.
1.9. Sell the room, not the rate. Promote outside locations with a view of the area to visitors and new
guest. Offer a range clearly indicating the advantage of one room over another.
Use words like “ cozy, delicious, sunny…” to stimulate the desire of the guest.
1.10. Inform guest compliment service and try to sell other service. Mention dining facilities particularly
to the guest arriving just prior to mealtimes.
1.11.Ask guest to reconfirm his booking by way of a written document to avoid misunderstanding.
1.12.For the special promotions, the head of department has to be informed before any decision is taken.
1.13.Anticipate what the guest needs, ask questions.
1.14.Repeat the details
1.15.Offer alternatives.
1.16.Stop asking questions when the guest gives signal of buying or back off.
1.17.Thank them even they decide not stay in our hotel, they can decide otherwise, anytime.
1.18.Always be positive, you represent the management and have an important role in showing the first
impression to the guest.
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2. Determine the availability.
2.1. Compare the previous reservation with the request of the guest on the computer.
2.2. Accept or refuse the reservation as requested.
2.2.1.If no availability, suggest an alternative (dates, types of room, different rates…)
2.3. Closed out and waiting list:
Follow a systematic room sales approach to work towards maximum possible occupancy rate. It
requires a good understanding and frequent monitoring of market trends, seasonal influences and
guest arrival and departure patterns.
2.3.1.Closed out date.
2.3.1.1.In a full house situation, the closed out date will be implemented, as it is not possible to
take any others bookings.
2.3.1.2.The concerned managers should decide close out dates.
2.3.1.3.Control the available room count in order to avoid overbooking. Any way the computer
will indicate you that there is no room available.
2.3.1.4.Overbooking is a difficult situation, when the hotel is not able to accommodate a guest
with reservation.
2.3.2.Waiting list.
It is a system adopted whenever potential guests request for a reservation after a closed out
date.
2.3.2.1.Advise the guest that no rooms are currently available for the requested dates.
2.3.2.2.Offer the guest alternative dates or accommodation.
2.3.2.3.Ask the guest to give all the following information:
2.3.2.3.1.Name.
2.3.2.3.2.Date of reservation desired.
2.3.2.3.3.Number of room.
2.3.2.3.4.Number of people.
2.3.2.3.5.Duration of stay.
2.3.2.3.6.Telephone number, email or fax.
2.3.2.4.When a room is available, the reservation attendant should reconfirm with the client
that previous date given is still accurate.
2.3.2.5.Proceed as with normal reservation.
3. Handle request.
3.1. Listen to get the facts.
3.2. Probe into the needs of guest by asking questions to clarify his request.
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3.3. Explain what you can do or offer alternative.
3.4. Confirm with the guest that this is satisfactory.
3.5. Use positive words like:
Certainly, I will be happy/glad to…
3.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other
departments.
3.7. Follow up.
3.8. Give information to the guest.
3.8.1.Provide directions to the guest when asked.
3.8.2.Be sure that you are given the correct information.
3.9. If you don’t have the right information say:
May I check the information for you?
3.10.If you are on the phone :
3.10.1.hold the line and thank him for waiting once you get back to the caller.
3.10.2.For information that will take time to secure, say:
May I call you back, Mr./Mrs., as soon as I have the information.
3.10.3.Call him back and give the information.
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Will it be alright for you?
4.1.1.6.Commitment on Room type and rate.
So, you will book a … room at … plus…
4.1.1.7.Ask the name and the number of expected guests:
May I have your name, please?
How many person would stay with you?
4.1.1.8.Ask for caller name and phone number.
4.1.1.9.Clarify details upon guest request of written confirmation.
May I know to whom will I send the reconfirmation, Mr./Ms…?
4.1.1.10.Ask the guest for the expected time of arrival.
4.1.1.11.Offer transportation arrangement if possible.
By the way could you please tell me what is the time the guest expect to arrive?
Would you mind us to arrange the transportation to pick the guest up?
The transportation fee is…?
4.1.1.12.Note down special request to follow up upon guest arrival.
Do you have any thing else regarding your booking, Mr./Ms.?
4.1.1.13.Repeat the whole conversation to assure every detail is correct.
May I confirm your booking again, Mr./Ms.?
4.1.1.14.Thanks the guest and close the booking by using any of the following phrases:
We will be happy to see you on (date of arrival).
Is there anything else I can do for you, Mr./Ms.?
Thank you for calling and I hope your will have a pleasant stay in our hotel?
Have a nice day, Mr./Ms…Goodbye.
4.1.2.For the mail, fax and Internet.
The procedures are exactly the same.
4.1.2.1.Clarify arrival and departure date.
4.1.2.2.Check room availability.
4.1.2.3.Prepare a proposition and propose alternatives.
4.1.2.4.Ask for the name of the guest, the number of person, special request.
4.1.2.5.Record and fill up every information received and sent.
4.2. Groups
The procedures are exactly the same.
4.2.1.Clarify arrival and departure date.
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4.2.2.Check room availability.
4.2.3.Prepare a proposition and propose alternatives.
4.2.4.Ask for the name of the guests, the number of person, special request.
4.2.5.Ask for the name of the person in charge of the group and the name of the company.
4.2.6.Record and fill up every information received and sent.
4.2.7.Generate an up-to-date list of participant at regular intervals.
4.2.8.Immediately correct any errors found by the organizer.
6.1.9.Keep tracks every detail to amend the booking accordingly in the computer and
correspondences.
6.2. Handle guest cancellation.
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6.2.1.Check and find out the exact guest reservation by computer or correspondences filing.
6.2.2.Identify who makes the call to cancel the booking.
6.2.3.Listen carefully why the guest requests to cancel the booking.
6.2.4.Offer alternatives to get other booking from cancellation.
6.2.5.Thank the guest for calling and close the conversation.
6.2.6.Keep tracks every details to cancel booking accordingly in the computer and
correspondences.
6.2.7.File the cancellation correspondences in the appropriate location in order to follow up any
case of unexpected arrival.
6.3. Report to the superior all cancellation or amendment to keep in-house occupancy control
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8. Handle phone calls.
8.1. Answer calls promptly after the second ring. Pen and paper in your hand.
8.2. Lift the receiver only when ready to talk.
8.3. Answer the correct way:
8.3.1.Greeting.
Good morning/afternoon/evening.
8.3.2.Identify your department.
8.3.3.Identify yourself and then says:
May I help you?
8.4. Use the voice with a smile.
8.5. If you wish the caller to identify himself ask politely:
May I know who is calling please? Or
May I tell him who is calling please? (If the call is for somebody else).
8.6. If you get a wrong number you may say:
This is (name of the hotel or department). You must have dialed a wrong number,
please dial again.
8.7. Speak distinctly and clearly.
8.8. Listen carefully.
8.9. During a extended narration by the caller, indicate your presence on the line:
Of course.
Yes, I understand.
Certainly Madam/Sir.
8.10.If you answer a call for someone not available:
I am sorry, Mr. X will be back in a few minutes. May I take a message?
8.11.Ask and write down the following information:
8.11.1.Name of caller.
8.11.2.Department/Company name.
8.11.3.Telephone number.
8.11.4.The message.
8.12.Repeat the message for accuracy.
8.13.Thank the caller:
Thank you for calling, good bye.
8.14.Wait for the caller to replace the phone before you do.
8.15.Complete your message by writing down:
8.15.1.Your name.
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8.15.2.Date and time of call.
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The name of the agent whom will take care of the group members during their stays or
conferences.
9.2.7.Arrival
Approximate arrival time and date at the hotel.
9.2.8.Departure.
Approximate departure time and date from the hotel.
9.2.9.Accommodation.
9.2.9.1.Number of room per listed category and the confirmed price for each room.
9.2.9.2.Rooming list for the group.
9.2.10.Total rooms.
Number of rooms confirmed for the group.
9.2.11.Complimentary.
Number of complimentary rooms confirmed for the group.
9.2.12.Deposit received.
If there is, the amount of deposit received prior the arrival and as guarantee.
9.2.13.Billing instructions.
Detail the type of payment agreed upon for the settlement of all the charge to which the
agent is responsible.
9.2.14.Remarks.
Indicate any special request or information such as a special buffet or barbecue on the
restaurant.
9.2.15.Wake-up call.
Indicate the wake-up call time of all rooms of the group on any predetermined date during
their stay.
9.2.16.Meals.
9.2.16.1.Indicate the date and approximate time the group will have meals in one of our outlets.
9.2.16.2.Put the number of person and the price per person.
9.2.17.Baggage collection.
Indicate the time and date the group needs luggage collection.
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9.3.4.Go through once again that the correspondences are pertinent to the date.
9.3.5.File the correspondence.
9.3.5.1.The group filed by the month of the day of arrival.
9.3.5.2.The FIT files by dates for the current month, or for thirty days inclusive. Date following
that should be filed by month.
9.4. Run reports.
Sometimes the reservation doesn’t have time or personnel to run the following reports. It can be
possible to ask from the help of the receptionist, provided that it does not disturb their job.
9.4.1.Run the Four months Room Occupancy Forecast.
9.4.1.1.Register all the booking for the next four months.
9.4.1.2.On a diary basis.
9.4.2.Run the Guest Comments Report.
9.4.2.1.Check all the guest comments.
9.4.2.2.Note the relevant and current information.
9.4.2.3.Analyze and try to find out solutions.
9.4.2.4.On a monthly basis.
9.4.3.Run the Cancellation Report.
9.4.3.1.Check the cancellations.
9.4.3.2.Try to find out the reasons why the guest cancelled.
9.4.3.3.Prepare comments.
9.4.3.4.On a monthly reports.
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11. Handle lost and found.
11.1.Classification of lost and found items:
11.1.1.Perishable.
Food and beverage items.
11.1.2.Non-valuable.
Items such as clothes, shoes, bags, umbrellas and the like.
11.1.3.Valuable.
Items such as money, jewelry, camera…
11.2.Found articles.
All articles found anywhere on the hotel premises are to be returned immediately to the housekeeping
office.
11.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will
be entered in this ledger with the following date.
11.2.1.1.Date.
11.2.1.2.Room or location.
11.2.1.3.Description of the article.
11.2.1.4.Article number.
11.2.1.5.Name of finder.
11.2.1.6.Disposition and date.
11.2.2.The front office will let the guest know that an item was found in his room, by phone or
mail.
11.2.3.If a guest claims an article he must sign a receipt with his identification items.
11.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be
sent after proper identification.
11.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will
be advised about the incident so he could collect the item.
11.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be
released to the finder.
11.3.Lost items.
It is the duty of all attendants to protect the property of the hotel.
11.3.1.Report to you direct superior any supplies missing from the room. He will ascertain the fact,
false or careless accusation can trouble the reputation of the hotel.
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11.3.2.If the item is proved to be missing, the supervisor will notify the fact to the concerned
person and record the lost.
11.4.Inform immediately if you found broken or damaged property, notify your direct superior.
11.5.In case of burnt or damaged bedding or linen:
11.5.1.Leave the damaged item where it is.
11.5.2.Do not change the damaged item so that the concerned manager inspect item personally.
Name of employee:
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2. Determine availability.
3. Respond to the guest’s request and inquiries..
4. Receive the booking.
4.1. FIT guest.
4.2. Group.
5. Record and file the booking.
6. Process modification and cancellation.
6.1. Modifications.
6.2. Cancellations.
7. Prepare expected arrival list.
8. Handle phone calls.
9. Handle daily correspondence and reports.
9.1. Letters of confirmations.
9.2. Prepare the group order.
9.3. File the reservation correspondence.
9.4. Handle reports.
10. Welcome the guest.
11. Handle lost and found
Activity Guide
Reports to: Assistant Front Office Manager.
Subordinates: None.
Job summary:
He sells all the excursions available in the hotel.
Duties:
- Welcome and meet the guests.
- Take the reservation for the excursion.
- Answer all the request of information concerning the sightseeing places and give them all the needed
explanation.
- Inform the concierge and the front office for the visits.
- Quote the right price when guest inquiries.
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- Perform other duties as maybe assigned.
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Procedures for activity guide:
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2. Handle excursion request.
2.1. Be familiar with every type of excursion and services. Give information regarding the tours as
follows:
2.1.1.Distance from the hotel.
2.1.2.Duration of the transportation.
2.1.3.Nature of the visit.
2.1.4.Time of departure.
2.1.5.Uniform: walking shoes, sun lotion, sun glasses…
2.2. Be able to explain price.
2.3. Offer an appropriate greeting.
2.4. Listen carefully to the guest’s request.
2.5. Find out the guest request.
2.5.1.When?
2.5.2.How many person?
2.5.3.What kind of visit?
2.6. Give the guest a detailed list promoting the different activities and excursions available.
2.6.1.Ensure that updated information concerning the excursions is provided.
2.6.2.Explain clearly.
2.7. Do not sell at minimum price, try to sell top down.
Use words like “ cozy, delicious, sunny…” to stimulate the desire of the guest.
2.8. Inform guest compliment service and try to sell other services.
2.9. Anticipate what the guest needs, ask questions.
2.10.Repeat the details
2.11.Offer alternatives.
2.12.Stop asking questions when the guest gives signal of buying or back off.
2.13.Thank them even they decide not to reserve for the tour; they can decide otherwise, anytime.
2.14.Always be positive, you represent the management and have an important role in showing the
first impression to the guest.
2.15.Prepare the guest reservation for excursion.
2.15.1.Name of the guest.
2.15.2.Number of the room.
2.15.3.Number of people.
2.15.4.Visit or Excursion.
2.15.5.Date and time scheduled.
2.15.6.Price.
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2.16.Communicate the reservation to Front office so it will be charge to the room; let the driver know.
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4.1.4.Any valuables found in unoccupied room have to be checked by the supervisor. The guest
will be advised about the incident so he could collect the item.
4.2. Lost items.
It is the duty of all attendants to protect the property of the hotel.
4.3. Inform immediately if you found broken or damaged property, by notifying your direct superior.
Name of employee:
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Remarks: Performance Grading:
A- Good.
B- Satisfactory.
C- Needs Improvement.
Shop Attendant
Reports to: Assistant Front Office Manager.
Subordinates: None.
Job summary:
He is responsible for selling the items proposed on the shop.
He welcomes and advises the guests and implement suggestive selling techniques.
Duties:
- Open the shop.
- Check all the items of the shop.
- Make a monthly inventory of the shop.
- Prepare the daily revenue report.
- Transmit the order to the purchaser.
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Task list for shop attendant:
1. Open the shop.
2. Welcome the guest.
3. Answer the phone.
4. Handle request.
5. Make monthly inventory.
6. Sell items.
6.1. Suggestive selling.
6.2. Handle payment.
7. Prepare the daily revenue report.
8. Prepare requisition and order form.
9. Handle lost and found.
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Procedures for shop attendant:
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2.6. Ask the guest what he wants:
May I help you?
2.7. Thank guest and give closing comment by saying:
Have a good day/afternoon/night.
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3.11.4.The message.
3.12.Repeat the message for accuracy.
3.13.Thank the caller:
Thank you for calling, good bye.
3.14.Wait for the caller to replace the phone before you do.
3.15.Complete your message by writing down:
3.15.1.Your name.
3.15.2.Date and time of call.
4. Handle request.
4.1. Listen to get the facts.
4.2. Probe into the needs of guest by asking questions to clarify his request.
4.3. Explain what you can do or offer alternative.
4.4. Confirm with the guest that this is satisfactory.
4.5. Use positive words like:
Certainly, I will be happy/glad to…
4.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other
departments.
4.7. Follow up.
4.8. Give information to the guest.
4.8.1.Provide directions to the guest when asked.
4.8.2.Be sure that you are given the correct information.
4.9. If you don’t have the right information say:
May I check the information for you?
4.10.If you are on the phone :
4.10.1.hold the line and thank him for waiting once you get back to the caller.
4.10.2.For information that will take time to secure, say:
May I call you back, Mr./Mrs., as soon as I have the information.
4.10.3.Call him back and give the information.
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7.1.3.Number of item.
7.1.4.Total amount.
7.1.5.Method of payment.
7.2. At the end of the shift, remit the revenue report and the float to the cashier.
9.1.2.Non-valuable.
Items such as clothes, shoes, bags, umbrellas and the like.
9.1.3.Valuable.
Items such as money, jewelry, camera…
9.2. Found articles.
All articles found anywhere on the hotel premises are to be returned immediately to the housekeeping
office.
9.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will
be entered in this ledger with the following date.
9.2.1.1.Date.
9.2.1.2.Room or location.
9.2.1.3.Description of the article.
9.2.1.4.Article number.
9.2.1.5.Name of finder.
9.2.1.6.Disposition and date.
9.2.2.The front office will let the guest know that an item was found in his room, by phone or mail.
9.2.3.If a guest claims an article he must sign a receipt with his identification items.
9.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be
sent after proper identification.
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9.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will
be advised about the incident so he could collect the item.
9.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be released
to the finder.
9.3. Lost items.
It is the duty of all attendants to protect the property of the hotel.
9.3.1.Report to you direct superior any supplies missing from the room. He will ascertain the fact,
false or careless accusation can trouble the reputation of the hotel.
9.3.2.If the item is proved to be missing, the supervisor will notify the fact to the concerned person
and record the lost.
9.4. Inform immediately if you found broken or damaged property, notify your direct superior.
9.5. In case of burnt or damaged bedding or linen:
9.5.1.Leave the damaged item where it is.
9.5.2.Do not change the damaged item so that the concerned manager inspect item personally.
Name of employee:
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C- Needs Improvement.
Bellboy
Reports to:.Concierge.
Subordinates: None.
Job summary:
He is responsible for the luggage of the guests at the arrival and departure.
Duties:
- Escort guests to their room; carry their luggage into the room.
- Show the guest the way to the function places and other outlets within the hotel.
- Obtain guests laundry and dry cleaning items from rooms and deliver them to the housekeeping office.
- Assist in distributing clean laundry and dry cleaned items after deliveries from the laundry.
- Work closely with the front office in carrying out all guest requests.
- Dispatch any document to guestroom or to the department concerned.
- Deliver the message taken by the front desk to guestrooms.
- Store and issue all the luggage of the guest into and from the luggage room, in an organized manner
and ensuring that they are safe and secure.
- Prepare the welcome drinks.
- Show the room when the guests ask.
- Take care of the motorbikes and bicycles for rent.
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Task list for the bell boy:
1. Handle guest’s arrival and room the guest.
2. Collect and distribute items.
3. Handle guest requests.
4. Deliver message.
5. Handle room change.
6. Store luggage.
7. Prepare welcome drinks and wet towels.
8. Take care of the motorbikes and bicycles.
9. Show rooms to guest.
10. Answer the phone.
11. Handle lost and found
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Procedures for bell boy:
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1.5.10.Turn on the lights in the bathroom.
1.5.11.Check bathroom supplies.
1.5.12.Contact front office if changes are needed to satisfy the guest.
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1.7.2.Inform the guest that his/her car is waiting.
1.7.3.Guide the guest towards the vehicle.
1.7.4.Ensure that the guest identifies all luggage.
1.7.5.Provide guest with any necessary information like taxi fares.
1.7.6.Hold open the door of the vehicle and wish a guest a pleasant trip:
I hope you enjoyed your stay. Have a pleasant journey.
1.7.7.Tell the driver the guest’s destination if he/she has told you.
4. Deliver message.
4.1. The receptionist will ask you to deliver different kinds of messages to guest:
4.1.1.From outside calls.
4.1.2.From personnel for any department of the hotel.
4.2. Write down the following on the guest message form.
4.3. Put down record completely:
4.3.1.Room number.
4.3.2.Time the message is received.
4.3.3.Name of the person who received the message.
4.3.4.Time and name of the person delivering the message.
4.4. Deliver the message as soon as possible.
4.5. Check the number of the room carefully before delivery.
4.6. In case the guest is not in, insert the message under the door.
4.7. Handle wake-up call follow up:
If a guest has not responded to a telephone wake-up call, you will be requested by the front office
to go to the guest and wake-up the guest by knocking on his door.
4.7.1.Proceed to the guestroom as soon as possible.
4.7.2.Knock on the door three times and identify yourself to the guest.
4.7.3.If the guest answers the door, inform him/her that there was no response from the wake-up
call and that you were sent to ensure he/she is awake.
4.7.4.If there is no reply, return and inform immediately the Front Office.
6. Store luggage.
6.1. Keep the luggage store in a tidy condition.
6.2. Handle guest luggage.
6.2.1.Receiving guest luggage.
6.2.1.1.Find out information from guest:
6.2.1.1.1.Name.
6.2.1.1.2.Number of luggage for storage.
6.2.1.1.3.Approximate time and date of collection.
6.2.1.2.Write the name of the guest on each of them.
6.2.1.3.Record all details in the record book.
6.2.1.4.Write down the name and room's number of the guest on the luggage tag and tie it to
the luggage.
6.2.1.5.Put the luggage on the shelf.
6.2.1.5.1.Put down the luggage on the shelf.
6.2.1.5.2.Avoid bumping luggage with other luggage or the wall.
6.2.1.5.3.Handle fragile luggage separately to avoid damage.
6.2.2.Returning guest luggage.
6.2.2.1.Ask the name and room number of the guest.
6.2.2.2.Tell the guest that you will return in a short time and then proceed to the baggage store.
6.2.2.3.Use the claim checks to retrieve the items.
6.2.2.4.Lock the door when leaving the store.
6.2.2.5.Check with the guest that all the items are intact and complete.
6.3. Handle group incoming luggage.
6.3.1.When the group arrive, confirm with the tour leader the number of luggage.
6.3.2.Obtain a signature for acknowledgment of the number of pieces.
6.3.3.Record the lorry plate number.
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6.3.4.Sort out the luggage according to room number and floors assigned in the rooming list.
6.3.5.Refer to the receptionist to check if there is any room change.
6.3.6.Send up all luggage to guestrooms.
6.3.7.Room the guests.
6.3.8.Complete the group incoming record and file according to the departure date.
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6.4.6.4.Do not use boxes or shelves as stepstool.
6.4.7.Move load.
6.4.7.1.Use handtruck if possible.
6.4.7.2.Pivot feet if turning is required.
6.4.7.3.Do not turn hips or shoulders.
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8. Take care of the motorbikes and bicycles.
8.1. Check the following to maintain the motorbikes and bicycles in a good condition:
8.1.1.For bicycles.
8.1.1.1.Brakes.
8.1.1.2.Tires.
8.1.1.3.Handlebars.
8.1.1.4.Saddle.
8.1.2.For motorbikes:
8.1.2.1.Brakes.
8.1.2.2.Tires.
8.1.2.3.Handlebars.
8.1.2.4.Saddle.
8.1.2.5.Oil.
8.1.2.6.Gasoline.
8.2. Check the general condition and appearance of the engines.
8.3. Make all the necessary repairs to maintain the items in good condition and safe for the guest.
8.4. If there is any important problem you cannot solve, refer to the superior and relay the information
to maintenance department.
8.5. Take the reservation for the motorbikes and bicycles.
8.5.1.Register the following information:
8.5.1.1.Name of the guest.
8.5.1.2.Date of reservation.
8.5.1.3.Room number
8.5.1.4.Number of person.
8.5.2.Ask the guest to sign the forms.
8.5.3.Give the helmet.
8.5.4.Check the condition of the engine with the guest.
8.5.5.Give the form to the front office for charges.
8.5.6.When the guest returns the motorbike or bicycle, check if there is any damage.
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See the previous procedures: 1.5.Room the guest.
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10.14.Wait for the caller to replace the phone before you do.
10.15.Complete your message by writing down:
10.15.1.Your name.
10.15.2.Date and time of call.
11.1.2.Non-valuable.
Items such as clothes, shoes, bags, umbrellas and the like.
11.1.3.Valuable.
Items such as money, jewelry, camera…
11.2.Found articles.
All articles found anywhere on the hotel premises are to be returned immediately to the housekeeping
office.
11.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will
be entered in this ledger with the following date.
11.2.1.1.Date.
11.2.1.2.Room or location.
11.2.1.3.Description of the article.
11.2.1.4.Article number.
11.2.1.5.Name of finder.
11.2.1.6.Disposition and date.
11.2.2.The front office will let the guest know that an item was found in his room, by phone or
mail.
11.2.3.If a guest claims an article he must sign a receipt with his identification items.
11.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be
sent after proper identification.
11.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will
be advised about the incident so he could collect the item.
11.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be
released to the finder.
11.3.Lost items.
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It is the duty of all attendants to protect the property of the hotel.
11.3.1.Report to you direct superior any supplies missing from the room. He will ascertain the fact,
false or careless accusation can trouble the reputation of the hotel.
11.3.2.If the item is proved to be missing, the supervisor will notify the fact to the concerned
person and record the lost.
11.4.Inform immediately if you found broken or damaged property, notify your direct superior.
11.5.In case of burnt or damaged bedding or linen:
11.5.1.Leave the damaged item where it is.
11.5.2.Do not change the damaged item so that the concerned manager inspect item personally.
Name of employee:
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B- Satisfactory.
C- Needs Improvement.
Driver
Reports to:.Concierge.
Subordinates: None.
Job summary:
He provides transportation services for guests, staff and other parties whenever necessary.
Duties:
- Wear the standard uniform and stay well groomed at all times.
- Obey all traffic laws.
- Help the passenger in getting in and out of the vehicles, take care of their luggage if they have.
- Handle request of the guests during the trip.
- Check the oil and water for daily vehicle maintenance.
- Report immediately all items that require repair to his superior.
- Be sure that all the vehicles are in good condition, clean and completely equipped with all necessary
tools before and after the use of all vehicles.
- Record all fuel consumption and itinerary for further control
- Work always with security and safety.
- Join the periodical meeting and give his suggestions.
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Task list for the driver
1. Welcome the guest.
2. Handle guest request.
3. Check oil and water of vehicles.
4. Handle preventive maintenance of vehicles.
5. Record fuel consumption.
6. Guide guest in excursion trips.
7. Answer the phone.
8. Handle lost and found.
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Procedures for driver
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2.9.1.If it’s possible the driver must come around the vehicle and open the door for the guest,
whether at the hotel’s main entrance or at the airport.
2.9.2.While holding the door open it is necessary to extend a hand to guide the guest into or out of
the vehicle. This may also serve to protect the guest from hitting his/her on the door frame
while entering or exiting the vehicle.
2.9.3.After the guest has entered or exited the vehicle, the driver closes the door.
2.9.4.Give particularly attention to the elderly and handicapped person.
5. Fuel consumption.
Every time you put fuel in the car you have to sign a receipt from the fuel station.
The fuel station will send a monthly bill to the account department.
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6.2. Drive at speed limit.
6.3. Use caution upon parking.
6.4. Tun lights off.
6.5. Make sure doors are locked.
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7.11.4.The message.
7.12.Repeat the message for accuracy.
7.13.Thank the caller:
Thank you for calling, good bye.
7.14.Wait for the caller to replace the phone before you do.
7.15.Complete your message by writing down:
7.15.1.Your name.
7.15.2.Date and time of call.
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8.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be released
to the finder.
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On-the Job Training Record:
Name of employee:
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