MANUAL DE RESERVAS Y RECEPCION (EN INGLES)

FRONT OFFICE RECEPTION MANUAL

Introduction

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This is a section that is most familiar with by every guest for it is here that direct facial contact occurred. Every word the Receptionist/Information Clerk said and action he/she took will be acknowledged by guest over the dest. Before anything, the receptionist must be presentable in terms of tidiness. His hair must be nicely combed, face and clean, uniform tidy. A first impression is very important, whether a guest will think high of the hotel will depend on whom he met and how he was treated upon check in by Receptionist.

As a good Receptionist, he/she should be: confident

courteous

observant

know the product

General rules and regulations

- Should be reported on duty on time.

- No changes of the working schedule can be made without the permission of the Department Heads.

- Always check personal hygiene and be well-groomed in appearance.

- Read all notices which posted on the notice board.

- Read and follow up the log book.

- No personal call during working hours.

- Be polite and smiling under any circumstances.

- Never sit down in official rooms.

- Never lean against walls or furniture.

- Never scratch your hair or bite your fingernails.

- Never argue with your colleagues, supervisor, especially with customers.

- Never keep your hands in your pockets.

- Never use indecent language with anyone.

- Never stand in groups at counter.

- Avoid conversing with your neighbors, talk only when necessary.

- Never take a drink with-in the sight of customers.

Guest greeting and welcoming

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All guests arriving at your hotel have two basic needs. The first need is the service and accommodation you offer. You can satisfy this need by determining the type of service that the guest requires. The second basic need is that of recognition. You can satisfy this need by treating each guest as an individual and by making each guest feel welcome.

Procedures:

1. Recognize and acknowledge guest immediately upon their arrival at the Front Desk.

- Make eye contact.

- Smile at guests before they smile at you.

- Assure guests that you will be with them in a moment if present job activities prevent you from formally greeting them. “Good morning, I’ll be with you in a moment.”

2. Greet guests warmly and sincerely to let them know you’re glad they’re arrived.

3. Note the guests’ response to the greeting to determine if they have a reservation or are walk-ins with no reservations.

4. Personalize all conversations with guests by addressing each guest by name, as soon as it is known.

1

FIT check in

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- Greet the guest (by name for returned guest) upon arrival.

- Check the guest’s reservation against “today’s expected arrival list/the computer.

- Present the Registration Card together with the hotel pen to the guest forregistration. (pre-register for returned guest.)

- Go through the completed Registration Card to make sure every column is properly filled (to avoid query later on) and check the passport.

- Ask the form of payment he/she will be making.

- Get a right type of room which the guest request and mark down the room NO. on the R.C.

- Double check the room key for the right room NO.

- Inform the guest his/her room NO. (do not announce the room NO. while others are nearly, especially important for the security of female guests) Give a key card to the guest, explain the room rate to the guest.

- Explain the hotel facilities to the guest.

- Obtain the next destination from the guest, so that we can make a reservation for him/her in Holiday Inn hotel.

- Offer bell service to the guest and room showing.

- Thank the guest for selection our hotel and wish a pleasant stay.

- Time stamp the Registration Card and write down the room rate , NO. of pax, form of payment, clerk’s initial on it.

- Input the details into the computer.

(if we use manual system, make a folio and rack slip of each guest, checked by the Senior Receptionist.)

- Stamp on the front of the Registration Card.

- Mark down the room rate, NO. of pax on the floor sheet.

- Pass copies of the Registration Card together with the reservation correspondence to the F.O. Cashier. (folio) One of copies should be kept for reporting to the Security Department the following morning. (if we use manual system also distribute the rack slip to department concerned.)

For the walk-in guest if rooms are available:

- Ask the guest what type of room does he/she want and how long if he/she going to stay.

- If the guest walk-in without any luggage or light luggage, ask them to pay the deposit in a polite way.

- Even the Credit Card has been imprinted, ask the walk-in guest to sign the imprint. (if possible)

- Other procedures will be same as a guest who is holding a reservation.

For the walk-in guest if no room is available:

- Inform the guest no rooms available politely.

- We can put the guest on the waiting list and ask him/her to double check with us later of the day.

- Assist the guest to make a reservation with other hotel.

- Apologize to the guest and wish him/her could stay with us next time.

- If a guest requests to stay longer than the period we can accommodate make sure the guest understand we only confirm up to the departure date promised by our reservations. Check with Reservations and advise the guest to check with us again or record in log book for future follow up.

- If a guest is paying the bill by Credit Card, obtain the credit Card from the guest and make an imprint of it, correspond the Credit Card and the R.C. signatures to verify if they match to each other and check the expiration date of the Credit Card then return the Credit Card to the guest by thanking him/her. Attached the imprint to Registration Card for cashiers to check the credit limit.

- If the guest’s bill is to be paid by other person, make sure the payer’s signature is shown on the guest’s folio/R.C

- If the guest’s bill is to be paid by a company, a confirmation letter from the company is required.

- If the payer is not our staying guest, get the approval from Duty Assistant Manager by initialing on the folio/R.C.

- If the guest is holding a valued coupon issued by a Travel Agent or has deposited, make sure the F.O. Cashier is informed by making a remark on the folio clearly. (prepaid amount and clerk’s initial.)

- If the guest checked in the room only for few hours, depends on the time, we may charge them half day. We will hold the room for guaranteed reservations under all circumstances, for those reservation without flight details, no arrival time, reservations will be released after 18:00 hours if situation is critical.

Group check in

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- Designated a group sign to every group which will be arrived today.

- According to the Group Order and Rooming list (if we can receive before the group check in.) block rooms for each group in the morning of the date for arrival.

- If there is no ready rooms available, try to block checked out rooms and inform Housekeeping department to rush on those rooms.

- If there is any query regarding the group, check it with Sales & Group Co-ordiantor.

- Prepare the room key, key card, welcome letter meal coupon and put them in the key envelop.

- Type or write down the room the room NO. guest name on the envelope.

- Prepare enough Registration Cards for the group, mark down the group sign on the top of the R.C.

- Place the Group Order, envelop, R.C. together.

- Distribute one copy of the Rooming list to the Bell Service for luggage delivery.

- The shift leader should double check the keys according to the Rooming list when the room status shown”ready”.

- Inform the Group Co-ordinator upon the group arrival.

- Welcoming the group to the hotel.

- The Receptionist should double check with Tour Leader (if Group Coordinator is not available) on the room requirements, time and location of meals arrangement, and confirm the departure date, luggage collection time, morning call, flight NO. etc.

- A group VISA should be obtained from the Tour leader (if available) for reporting to the Security on the following morning.

- A simple briefing to the tour members on all the hotel facilities and function arrangement should be done by the Group Coordinator or Receptionist.

-Request every group member to register when necessary.

- Double check the Registration Card and write down the room NO. on it.

- Announce to guests the location of rooms, explain and distribute the envelopes to the group members and hope them enjoy their stay.

- Time stamp the R.C., mark down the “group member” on the back of the R.C.

- Inform the F &B outlets the time of meals respectively.

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