Front Office
Front Office
Front Office
SOP Number: FO 31
Department: Front office Bell Desk
Date Issued: 07-Aug-2014
Time to Train: 30 Minutes
On Guest arrival:
As soon as a taxi (or any other transportation) stops in front of the hotel / porch, Bell
Personal or Door man should open the passenger door.
Greet the guest: "Welcome to [Your hotel name], I am [your name] do you need some
help with your luggage?"
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Take the luggage from the trunk (ensure with the guest that nothing is missing).
Ask for guest name: "May I have your name Sir / Madam?"
Escort or guide the guest to the reception area or to the reception floor.
Inform the guest that you will be taking care of their luggage.
If the reception is located on another area or floor then, Check the PMS and find out
what room has been allocated to the guest.
If the room is ready then place the luggage on the luggage rack in the room.
If the room is not ready, then store the luggage in the store room on the designated
arrival shelve and update the Daily luggage register or log book with the details.
Escort the guest to the room if required and send the luggage by the staff elevator only.
On Guest Departure:
Try to have a casual conversation with the guest on the way down: "Mr / Ms. [Guest
Name] I hope you enjoyed your stay with us. Would you need a taxi to airport?"
If the guest ask the luggage to be stored, tag the luggage accordingly (guest name,
room number, date and time of collection) and get the guest signature on the - Long term
luggage request form.
If the guest is leaving the Hotel immediately after completing the check-out procedure,
then bring the luggage to portico.
If taxi is waiting then load the luggage to the taxi and request the guest to verify the
loaded luggage.
Update the departure luggage movement on the Daily Luggage movement register or
log book.
The luggage room is divided in 3 areas, arrival, departure, long term storage.
Each luggage has to be tagged using luggage tag (Sl no, Guest name, date, room no,
guests signature and time of collection).
A phone number or email address must be on the long term storage luggage form.
Long term luggage storage register has to be completed and signed by the guest.
Following questions need to be asked while keeping in Items for long storage:
a) Fragile Items
Ask the guest if there are any fragile items in their suitcase,
For items who need to be kept cool (medication, food) check with Food and beverage
kitchen.
For long term luggage storage ensure with the guest that there are no perishable items
inside the luggage.
Remind the guest to keep their valuable item with them (Jewellery, phone, wallet,
camera, Ipad etc.)
Log down in the bell desk log book and also on errand card each luggage handling done
(Arrival, Departure, Stored) etc.
Q4.Why it is important to confirm that there is no perishable items of the stored luggage?
Q5.What all questions to be asked when storing items for long term?
SOP Handling Booking requests and procedure at Concierge
SOP Number: FO 36
Department: Front Office Concierge
Date Issued: 04-October-2014
Time to Train: 30 Minutes
Transportation Booking requests:
Be intimately familiar with and able to arrange for a wide variety of services for the guest,
at the minimum including:
If booking can be organized in advance, make the booking and reconfirm all the
information with the guest.
Check availability with FNB or other outlets eg: SPA, Recreation center etc.
Concierge must call all outlets every morning to ensure the Concierge quota of bookings
of the day. When they have reached the quota check with outlet to increase it.
Note the name of the guest, number of pax, room number and time on the reservation
log book.
Always try to sell our own restaurants before talking about outside restaurants.
Guest books via phone (from their room) Note all the guest information.
Explain to the guest that you will get back to him after calling the restaurant and booking
the table.
Fill up a booking voucher and offer the guest to bring it to their room. If the guest doesnt
want to be bothered offer to keep the voucher at the concierge desk for him to pick it up
later.
Call the restaurant while the guest is at the desk. Confirm name, number of pax and
time.
Note the name of the restaurant, time, address and phone number for the guest and
offer direction if needed.
Note all the information and explain to the guest that you will book the table for him and
send him a confirmation in his room with all the details .
Q5. Why concierge staff should try to sell own restaurant before suggesting outside one?
SOP Allocating Guest Rooms, Upgrade and downgrade
SOP Number: FO-02 ( SOP serial number and department code )
Department: Front Office
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes
1) Familiarize with the room type in the hotel
Memorise the different room categories, their differences, and respective locations so that you
can optimise the situation.
2) Verify the room specificationson the reservation
During check-in, verify with the guest, the room category he has reserved.
(Higher floor, Room with special view, Room away from elevator, Twin/Double, smoking/Nonsmoking etc)
3) Room allocation
During check-in, ensure that the room being allocated to the guest matches the room type
reserved.
Look for the following:
Room rate
No of occupants
Source of reservation
View
Guest History
VIP Status
If the requested room type cannot be provided as there are not ready,or
Some guests have not checked out yet, search for an alternative room that is as similar
as possible to the one reserved.
Inform the guest about the time required to give him his requested room and check on
his convenience to shift the room.
5) Common requests
Groups of 2 or more guests from same company/TA to be given same category and
same floor for their convenience.
For single ladies do not block a inter connecting room, Also if your hotel has a separate
ladies floor / rooms then block those.
Non smoking guest can be allotted smoking floor but Smoking guest should never be
allotted a Non smoking rooms.
Upgrade should be only for short stay guest, or guest who is paying rack rate or VIPs.
Upgrade a guest if you have no other option available, do inform the guest that he is
being upgraded on the no availability of his desired room
Any Room Upgrade has to be approved by the Front office manager / Duty Manger.
If the only available rooms represent a downgrading of the room reserved, explain the
problem to the guest and explain the differences between the two room types.
If the guest accepts the change, let him know the earliest possible time that he could
move to the room type he reserved and ensure that his room rate is adjusted.
Front office manager to speak to the guest for service recovery if necessary in this case.
8) Room allocation has to be done as per the status of the reservation ie confirmed / guaranteed
bookings to be blocked first. Waitlisted / Tentative bookings can be blocked later.
9) Guest with disabilities may need rooms fitted to their special needs, special amenities or
services required at the time of reservation. It is always advisable to super block these rooms
well in advance.
Training Summary questions:
Q1. What are the type of rooms available in the hotel.
Q2. What all details to verify with the guest at time of check in?
Q3. Why is it so important to ensure in the system that the room type requested is the one that
is being given?
Q4. How do you handle a situation where a room request cannot be honoured?
Q5. What are the common requests by the guests?
Q6. What are guidelines for room up gradation?
Q7. Whom to be informed when a room is downgraded?
Q8. Is it a good practice to block problematic rooms for a long stay guest ?
SOP - Front Office Bill to company or Direct billing
SOP Number: FO 30
Department: Front Office Cashier
Date Issued: 15 JUNE -2014
Time to Train: 30 Minutes
To establish procedures for the approval of Bill to company or direct Billing privileges for a
company or travel agent. And also to outline procedures for handling Direct Bill accounts.
1. If a company wishes to obtain direct billing or credit facility privileges with the hotel, then the
hotel sales team must first submit a letter of Authorization for Bill to company" to the hotel credit
manager or to the financial controller of the hotel along with the signed CVGR letter .
2. The "Letter of Authorisation for Bill to company or Direct Billing" must contain the following:
The letter must include the names of all individuals authorised to sign.
The name of the individual who will receive and approve the statement.
The types of charges for which the company had agreed (i.e., accommodation charges
(room + tax + service charge), sign for all charges, etc.)
3. Copy of these letters are kept on file for future reference. One copy is sent to Reservations
and one copy is sent to the Front Desk.
4. Accounting department then assign an AR (Accounts receivable) ID on to the company or
travel agent profile to enable Bill to AR or Credit settlement on the PMS.
5. Direct Bill authorisations may be kept on file for companies that make large numbers of
reservations. The credit manager then sends the statement of account to the company on a
timely basis for clearance.
Attend briefing and take Hand over from the previous shift.
All Front office staff has to read and sign the logbook.
Guest Complaints.
Pending Traces.
Pending departures.
Balances of guest accounts showing opening guest balance and closing guest balance.
Ensure Adequate stock of front office supplies are available for the days / shifts
operation. Replenish and make store request is required.
Hotel brochures.
Registration cards
Rubber bands.
Paper clips.
Pens.
Scribbling pads.
Ensure that you are aware of events or functions taking place in the hotel.
Search for the reservation record and print registration card ( if the same is not pre
printed )
Room Rate.
Room Number.
Room Type.
Method of payment.
Billing instructions.
Meal Plan
Request for ID Proof for local guest and Passport and Visa details for foreigners.
Salutation.
Designation.
Company Name.
City, Country
Postal Code
Email address.
Purpose of Visit.
Passport details:
Passport Number.
Visa Details:
Visa Number
Type of Visa.
Arrived from.
Proceeding to.
Scan / Photocopy of Passport and Visa copy and attach to the registration card.
Front office assistant to also cross sign the registration card on the provided field.
Update the guest details collected on regard to the Profile of the guest.
5) Check Group Billing instructions and cross check the billing instructions entered on the
Property management software.
6) Once Priority group rooms have been allocated, cut rooms keys for arrival.
7) If Group is arriving at one time then all rooms must be allocated and all keys cut.
8) The number of keys per room must match with the occupancy of the room.
9) Insert Key Cards into key card Jacket and place on the tray along with rooming list.
10) Print traces report for Front office and read the instructions given.
11) Choose an appropriate group check in area according to the following:
Time of check in
13) Sufficient stationary / Pens must be kept ready for guests to sign their registration cards.
14) Welcome Drinks and cold towels should be prepared so they may be served on arrival. And
accurate number of Drinks to be pre ordered so that the room service supervisor is aware of this
requirement.
15) The Bell Desk / Concierge must be kept informed of the group arrival time and the following
needs should be coordinated:
has been prepared taking into consideration the groups size and Arrival
17) All changes with the group arrival time check in area and group size to be given to the
concierge.
18) Collect wake up call for the group from the tour leader.
Training Summary questions:
Q1. How to choose a appropriate check in area for group arrival?
Q2. Why it is required to print trace report?
Q3. Importance of Bell desk in group arrival?
Q4. Is it required to mention about group arrival during briefing?
Q5. On what order the Registration cards to be kept and why it in that order?
7) Check all group reservation for Rate code, Room rate picked up, Meal Packages attached
and make sure the instructions are according to the group contract.
8) Print the rooming list sent by the Travel agent / Company and cross check the number of
persons occupying a room is correct. If required create sharer reservation according to billing
instructions ( For example if the shares also required a invoice at the time of check out )
9) Cross check the billing instructions on PMS for all group rooms and Group payment master.
10) Create Routing instructions on all group rooms to group payment master ( If the billing
instruction is Room + TAX to travel agent ). This will also help to have a smoother check out
experience for the group members and also cashiers.
11) Print arrival report for the date of group arrival and check room allocation.
12) Take note on Room allocation, Special needs, Honeymooners, wedding anniversaries,
birthdays etc.
13) Look for Extra bed and baby cot requirement and send notification via Traces or email to the
house keeping department.
14) Do appropriate room allocation according to the room status and availability on the PMS.
15) Prioritize group early arrivals and room type requirements, Suite rooms, Non-smoking,
single lady etc.
16) Always ensure that housekeeping / Room service / Engineering is aware of any special
needs for this group. Send a requisition form to this department and also create a Trace on
PMS.
17) Group Welcome letter to be prepared, neatly folded and kept in envelope.
18) Call up the group coordinator and reconfirm the arrival time of the group.
19) Communicate all VIP/Suite room allocations with Guest services.
20) Give requisition form to Room service for group welcome drinks and cold towel.
Training Summary questions:
Q1. Why it is important to Prepare for group arrival?
Q2. Is it important to Cross check billing instruction on group folder with billing details entered
on PMS?
Q3. Name any five important points while preparing for a group arrival?
Q4. How to do a duty roster when there is a group movement?
Q5. When should the requisition for Welcome drinks / cold towels to be give to room service?
All rebates / adjustments / allowances for charges posted to a guest must be prepared
on a allowance slip and the same need to be authorized by the department heads.
Normally allowances are authorized by the Front Office Manager , Resident Manager
or Director of sales.
All allowances must be also circulated for review and approval by the General Manager
and Financial Controller.
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Front Desk cashier normally passes a allowance when a guest indicates that
he/she has a complaint about room rate applied, charges on bill, Mini bar
disputes, double postings, free inclusions which was part of rate and may also
due to dissatisfaction of certain hotel services.
If the cashier feels that an adjustment is required, then he or she should inform the Front
Office Manager or duty manager so that immediate steps for service recovery can be
done.
A rebate should be only passed when it is the only way to placate or satisfy the guest.
Post a (ive) entry on the correct Transaction / rebate code to pass a rebate.
When the decision is to make a rebate, the cashier will prepare the rebate voucher. The
voucher must contain the following information:
The voucher is then placed with the other rebate vouchers that have been run for that
day for review by the Night Auditors.
All rebates will be signed by the Front office Manager / Duty manager .
Report Allowance / rebate for the day will be printed daily and circulated along with the
Night audit report set.
The General Manager / Financial controller will also maintain close supervision over
rebates. He/she will review and approve all rebates on a daily basis and will investigate
and reconcile any unusual or recurring rebates.
It should be noted that when rebates are passed with the correct corresponding rebate
codes should be only used by the front desk cashier. Eg: For passing allowance on room
rental the Transaction code or Department code Allowance Room charges only to be
used.
Well shaved
Deodorant to be applied
Nails to be clipped
Driving license
Name tag.
The front seat of the car should always be pulled to the front to the maximum.
Fire Extinguisher.
Daily newspaper to be in place neatly folded & placed in the back pocket of the drivers
seat.
Choice of Magazines as per hotel standard should be kept on other seat pocket.
Local city guide book which shows places of interest map etc.
The front seat of the car should always be pulled to the front to the maximum
Coat Hangers
The paper on which details are printed to be clean and free of creases & folds.
The hotels name with the logo to be printed bold and clear.
The full name guest to be printed with salutation and without any spelling mistakes.
If the Team Leader or Assistant Manager Front Office could recognize the guest, give the
duplicate key to the guest while reinforcing politely why we need to perform the identity check.
7. Check if guest requires additional key or if he has lost his previous key.
8. If guest requests additional key, program a new key with duplicate code.
9. If guest has lost his previous key, program a key with new code.
10. Present the new key to the guest
Keys must never be issued to persons claiming to have the guests permission to enter the
room unless the guest has personally given his /her verbal or written authorisation to the Front
Office team.
Room numbers should not be written on the keys in case keys are misplaced. A set of codes are
encoded to differentiate keys being held by guests.
On Staffs request entry into occupied room:
1. Only designated operational staff is allowed access to occupied guest rooms.
They are:
Bellboys, Concierge, Front Desk agents, Housekeeping Manager, Assistant Manager
Housekeeping / Team Leader / Designated Room Attendant and Laundry Attendant, Mini Bar,
F&B Room Service Fruits Deliverer.
2. Key machines should constantly be in log off mode.
Access code should be known only to those designated personnel and not shared amongst
other staff.
3. Cashier may hand over the checked out room key to the bellman to collect luggage and
check mini-bar and safe boxes. The bellman must return the used key to the same cashier after
removing the luggage from the room.
Show Room / Sales mockup rooms Keys
1. On a daily basis, a set of rooms will be blocked off for viewing purposes by the Duty Manager
Front Office.
2. Two sets of keys to these rooms will be programmed and placed at the Front Office
Reception for site visit purposes.
3. Staff releasing the site visit keys must inform the receiver to return the keys back to the
Reception upon completion.
Training Summary questions:
Q1. What steps to be taken if there is a mismatch in details given by the guest?
Q2. What to be done while making a duplicate key?
Q3. What to be done if the guest has lost his key card?
Q4. Why it is important to verify guest details before handing over the key?
Q5. What step to be taken if you feel suspicious about the person collecting the key ?
Enter the name on the ( PMS ) and retrieve details like Room number, Arrival departure
date, departure time, No of PAX.
Enter the name on the ( PMS ) and retrieve details like Room number, Arrival departure
date, departure time, No of PAX.
Code the card for the remaining nights unit check out.
Place key card on Key Card jacket and handover the same to guest.
inconvenience to guest eg: Missing flights or important meetings and lead to guest
dissatisfaction.
Taking down Wakeup Call for guests:
Automated process:
In most of the hotels guests can set wakeup call from their room telephone, hotel mobile
application or in-room entertainment system (T.V)
The procedure of setting the wake-up call from the room must be well aware to all front
desk staff, in case the guest asks for the same then the staff should be able to give clear
instruction.
Once the guest enter the wakeup call from his room the information will be updated to
the EPBX system and also to the front desk property management system (If an
interface is available between telephone system and property management software)
Even if guest had set the wakeup call on his own from the in room telephone, the front
desk or guest service staff should always give the guest a reminder call manually.
Manual Process:
Guest can also give the wakeup call request directly to the front office staff at the
reception or calling from the room.
Take down the below details on to the wake- up call log book / wakeup call register:
1. Guest Name
2. Room Number
3. Wake up date
4. Wake up time
5. Any special request ( Eg: Tea / Coffee with wakeup call)
Repeat the details written with the guest again for re-confirmation.
Wish the guest a pleasant continuation when leaving the counter or at the end of the
call. ( Eg: Good night, Have a nice day ahead etc.)
Call the Room service and inform them about the special request if any. Note down the
name of the Room service staff to whom the information was passed.
Update the details on the PMS (property management software) by accessing the
reservation record for this room. (This step may vary according to the property
management system the hotel is using.)
Cross check the details entered on the PMS with what is written on the wakeup call log
book.
Print Wake-up call Report sorted by time from the PMS for the required date.
Cross check with the wake-up call log book and make sure that there is nothing missing
or not updated on the system.
Automated Wakeup call or 1st wakeup call would be performed by the EPBX
automatically.
The Reminder wakeup call or follow up call or 2nd Wake-up call need to be performed
by the Front desk staff or the telephone operator.
Once the 2nd wakeup call is completed ticket mark that reservation on the report and
update the remarks section on the report.
If the Guest does not answer to the 2nd reminder call then try again after 5 minutes.
One of the Front desk staff members to go along with the Security and knock the guest
room to give the wakeup call.
All such incidents should be recorded in detail on to the hotel log book / incident book.
Because of the highly competitive markets, It is should be the goal of the front office
department to have zero room vacant in order to maximize revenue generated
from room and also to achieve full occupancy. Rooms are like perishable items because
if the opportunity to earn revenue from that room is gone forever every time it goes
vacant.
In many instances, Front desk and sales team requires very aggressive selling tactics to
compensate for noshows, cancellations and early departures. That means that hotel
should accept more reservations / overbook than the hotel can accommodate, based on
historical noshow, cancellation and early departure statistics.
When an unanticipated number guest stayovers occur and the hotel is not able to
accommodate all the guest expected to arrival that day then that result in a walk
situation. And those guest who had been shifted to other hotels is known as Walked
Guests.
When a walk situation occurs, the following procedure is to be followed:
The Front Office Manager, Reservation Manager, Director of Hotel Sales should
review all arrivals and decide which guests should be protected from a potential
walk situation (i.e., Frequent Guests, VVIP guests, meeting planners and
Secretaries' Club reservations).
All Group / conference guest arrivals should be reviewed. Many groups guarantee
payment. In addition, individuals attending group meetings being held at the
hotel, as well as those transient guests representing major corporate producers
and group guests who have called to confirm their reservation should also be
given preferential treatment.
Ensure that a senior member of the Front Office management team and Duty
Manager / lobby manger is aware of the situation and readily available to
personally handle relations with all guests to be walked.
When the guest who is supposed to be walked arrives at the hotel, the situation
and the alternate arrangement which is done should be carefully explained. As
the situation is explained, the guest should receive a sincere apology on behalf of
the hotel.
Once the guest understands the situation, they should be asked if they have a
preference in alternate hotels in that area. If so, make arrangements for the
guest at that hotel, if available. As stated above, local room availability should be
determined before the "walked guest" arrives.
According to the [ hotel management policy ] Hotel will pay for room and tax at
the alternate hotel for one night, one long distance phone call, and local phone
calls if it is necessary for the guest to notify home and/or business associates of
his new location.
The Telephone operator and the front office staff should be briefed about the
details of the walked guest and the hotel where these guest has been relocated
this will later be helpful in case any calls or messages received for the guest.
The Front Office Manager or Night Manager must complete a relocation list and
distribute to the General Manager and Rooms Director/Director of Operations by
8:00 AM the following morning.
If the guest had planned to stay for more than one night, we should offer to
bring the guest back the next day regardless of hotel occupancy. If the guest
elects to stay at the alternate hotel, it must be understood that we are
responsible only for the first night's room and tax and the same to be briefed to
the guest.
Upon the return of the guest, they should be pre-registered and upgraded to the
best accommodations available. A gift or VIP package should be sent to the
guest with a note of apology from the General Manager / Hotel Manager .
A guest who has been walked must have their reservation cancelled with the
appropriate cancellation code Walked and also a notation made in his/her guest
history in order to prevent a second occurrence.
If the guest was booked for only one night or elects not to return to our hotel
after the first night, the General Manager is to send a letter of apology the next
day.
A "Walked Guest Log" should be maintained, including the guest's name, where
they were walked to, and the guest's attitude to be updated on to the guest
profile.
All walked guests should be also marked as a "VIP Guest" with auto-popup
remarks to ensure acknowledgement and apology for the previous walk situation
and this will also ensure VIP treatment on the next stay.
Present yourself in a tidy appearance toward our customer and represent highest
standards of service.
Ensure that shoes are clean and polished before going on duty.
Females must wear appropriate stockings with black court shoes where heels do not
exceed two inches.
Clean pressed uniforms must be worn with neatly brushed hair, polished shoes, clean
name badge and no buttons missing.
Ensure nails are well-trimmed, only clear or pale nail polish for female staff
Only one ring and watch is permitted, small earrings for female staff.
Brush your teeth daily and always wear a smile. Use breath freshener if necessary.
Teeth should be clean and the breath must be fresh. This can be achieved by cleaning
the teeth regularly and visiting the dentist for check-ups on a regular basis.
Light cosmetics with colors that complement the uniform and skin tones may be worn.
Lipstick of a suitable color must be worn at all times.
If make-up is worn it should be light and natural-looking. Avoid vivid colors, like bright
blues or violets around the eyes, and make sure the blusher does not look too dramatic.
Bright lipstick colors should also be avoided.
Be aware of your posture. Walk briskly with a straight back and do not lean on walls.
Check your appearance in a mirror in the locker rooms before going on duty.
Female hair length beyond the shoulder must be neatly tied/ bundled.
Men must have short well-combed hair which doesnt extend below the collar or over the
ears.
Avoid excessive use of hairsprays and gels, as they can make the hair look stiff and
unnatural.
Do not use unnatural hair-colors e.g. green, blue, unnatural blond etc.
Standard Phrase:
How to answer an External call?
Wish according to the time of the day (Good Morning, Afternoon or Evening), (Your Hotel
Name) , How may I help you.
Wish according to the time of the day (Good Morning, Afternoon or Evening) Mr. _________
(Guest last name), This is ________(Your first name), How may I help you.
Wish according to the time of the day (Good Morning, Afternoon or Evening), This is
_______ (Your first name), How may I help you.
Allow me to put your call on hold while I check for the information required
Could I put your call on hold, while I check for the information required?
Or
Guest Query:
Check the billing instructions mentioned on the reservation for preparing the guest bill.
In case only the room and taxes to be billed to company / TA then move only those
charges to another folio for example folio B and keep all the extras which guest need to
make a direct settlement on folio A.
If the Property management system allow auto routing then a routing instruction need to
set at the time of reservation itself so as per the billing instruction charges will be
transferred to each corresponding folio automatically as and when they are posted.
In case the guest is part of any pre paid packages with certain inclusions, then move the
charges which are pre paid by the guest to a separate folio and then keep the extras on
one folio. By doing this cashier can easily explain the guest on charges which are
already paid and those charges which need to be settle by the guest.
For Approved credit cards verify that the credit card voucher filed with the folio belongs
to the correct guest. Also verify that the credit card number and name are legible on the
voucher.
If the folio balance exceeds the previously authorized amount, the card Centre must be
called for authorization. Compare the voucher and the credit card to ensure that the
signatures match.
If the guest has presented an approved credit card at check-in, this same credit card
must be used in settling the account. If the guest wishes to charge the account to
another credit card, it must be verified through the credit card authorization Centre
before settling the account.
Enter the correct amount on the EDC machine after swiping the credit card.
Select the correct credit card type and enter the same amount as what appearing on
EDC slip while settling the guest bill.
A folio must be presented to the guest for signature on all Bill to Company or Bill to AR
settlements.
For all Bill to AR settlements a valid AR number should be present on the company / TA
profile.
An approval letter for the company Credit settlement / Voucher should be attached with
signed invoice copy by the guest.
A credit card cannot be accepted as authorization for Company Credit facility by the
hotel.
All AR billing requests must be directed by sales and approved by Accounting or Credit
Manager.
In case the hotel allows settlement by personal cheque, then the cheque must be
imprinted with the guest's name, address and telephone number and the cheque
number must be at least 200 or higher.
Checks may be accepted for the exact amount of the folio balance, provided proper
credit information (and approval) was secured at check-in and is indicated on the folio.
If this information has not been taken, the cashier must secure it (and any necessary
approvals) and record it before accepting the check.
In the absence of credit information, record the room number, address, telephone
number and date of checkout on the front of the check.
The cashier should also notify the Front Office Manager or Duty manager if the required
information was not collected at the time of guest check in.
Also, If possible, a credit card authorization letter should be collected from the guest as a
precaution just in case the check did not cash in.
In certain countries for settlement by cash if the bill value is greater than certain amount
( Eg: more than 50000 etc.) , then the guest need to provide a valid government ID like
(PAN card, Passport etc.) while payment.
Also in case the hotel is not allowed accept foreign currency for bill settlement then, The
cashier should perform a proper foreign currency exchange and then adjust the amount
with the outstanding guest bill.
Void the original invoice after getting approval and make the required adjustments. ( For
same day only)
A copy of the adjusted voucher and final room folio must be mailed to the guest.
Appropriate reason should be mentioned by the cashier for voiding the invoices.
Check the airlines crew list, take guest In-House report by Room number.
Read the F&B activities, outlets opening and closing timings and Banquet functions for
the day.
Q4. Why it is important to have written E-mail for any confirm reservation?
Q5. What are the retention charges for any cancellation?
(explain the facilities in your hotel Usually main 3 or 4 facilities of the hotel)
Eg: We have a 24 hour coffee shop where the complimentary breakfast is served, a fitness
center with Sauna and Steam.
10) We do have rooms available.
Mention the categories which are available during this period
11) Could I have the name of the guest for whom the reservation has to be made
12) Could I have the arrival and the departure details
13) Would Mr. / Ms. be needing an airport pick up
Inform about the sharing and charges
14) Mr./ Ms. The airport pickup will be complimentary and on sharing basis, the car will be
shared by a maximum of 3 guests
Note down any special requirement like size of the bed etc
15) How would the guest be settling the bill
Card / cash: I would need the CC details in order for me to confirm the booking
Bill to Company or On Credit : I would need a letter from the company in order to confirm the
booking
if the caller says the guest is paying by cash , then still insist on CC details or cash advance
the booking is not confirmed unless guaranteed
Repeat the reservation with the confirmation number
16) Thank you for calling ( Mention your hotel name) , Have a nice day
Training Summary questions:
Q1. What is the standard for picking up guest calls?
Q2. What details to be explained to the guest while you are checking the availability?
Q3. How to handle Bill to company booking?
Q4. What all details to be note down while taking guest airport request?