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Hotel Front Office Training Manual
Hotel Front Office Training Manual
Hotelier Tanji
Owner
www.hospitality-school.com
Copyright 2013 Hotelier Tanji All rights reserved. ISBN: 149096990X ISBN-13: 978-1490969909
ACKNOWLEDGEMENT
Hello, I am Hotelier Tanji, owner of www.hospitality-school.com, worlds most popular free hotel & restaurant management training web site, running from December 2009. This book is a comprehensive collection of 231 professional Front Office Standard Operating Procedures (SOP). In last 3 years we got immense praise and support from our readers. This book is an attempt to give something back to our readers. Thanks for purchasing this book.
Table of Contents
No.
Page No.
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25.
Documents Reservation into Appropriate Reservation Forms Receives & Answers Email/ Fax Reservation Inquiries Confirms FIT Room Reservations via Emails and Faxes Answers/Handles Telephone Calls Confirms FIT Reservations via Telephone Up-sells to Booking Parties Liaison with Sales Department for Group Bookings Reviews the Following Day's VIP Arrival Distributes All Pertinent Reports to all Departments Concerned Regarding Guest Replies to All Guest Queries Regarding Hotel Information Documents Reservation Amendments Documents Reservation Cancellations Handling of Guest History Reservations Checks Guest History Records Regularly for Duplications Checks the Arrival List Daily to Review Reservation Particulars Creates & Updates the Blacklist File Files All Reservation Correspondences & Miscellaneous Documents Properly Personal Appearance with Hotel Standard Grooming Logbook Recording Review Tasks Change of Shift Procedures Requisitions Adherence to Reservation Policies Handle Guest Complaints Confirmation Number
2-3 3-4 4-5 5-6 6 6-7 7-8 8-9 9-10 10 11 11-12 12-13 13 13-14 14-15 15 16-17 17-18 18 19 20 20-22 22-23 23
31 31-32 32 33 33-34 35-36 36-37 37-38 38 39 40-41 41 42 42-43 43-44 44-45 45-46 46-48 48-50 50-51 51-53 53 53-54 54-55
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56. 57. 58. 59. 60. 61. 62. 63. 64. 65. 66. 67. 68. 69. 70. 71. 72. 73. 74. 75. 76. 77. 78. 79. 80. 81. 82. 83. 84. 85. 86. 87. 88. 89. 90. 91. 92.
Thank the Guests Repeat Guests Providing Local Information Package Guests Disabled Guests Share-with Guests Trace File/Flags Rate Changes Room Change Request Concierge Stand Phone & Log Guest Messages Wake-up Calls Non-Registered Guests (NRG) Guest Mail/Packages Safety Deposit Boxes Lost & Found Foreign Exchange Cash Travelers Checks Process Miscellaneous Charges Process Corrections Vouchers Process Adjustment Vouchers Process Paid-Outs Guest Comment Card Late Check-Outs Review Arrival Report Blocking a Room Pre-Register V.I.P.'s Block Special Requests Amenity Requirements Group Preparation Assign Rooms & Balance Room Types Due Outs & Discrepancies Greet the Guests Telephone Courtesy Take a Message Maintenance of Guest Confidentiality Maintenance of All Areas in the Guest Service Agent
vi
55 55-56 56-57 58 58-59 59-60 61 61-62 62-63 63-64 64-65 65-66 66 66-67 67-68 68 69 69-70 70 71 71-72 72 73 73-74 74-75 75 75-76 76-77 77 77-78 78-79 80 80-82 82 83 84 84-85
93.
Shift Duties
85-86
vii
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152
156. Escorts Arriving Executive Floor Guests to the Room 157. Inspects Pre-Assigned Rooms on the Executive Floor Maintain Overall Cleanliness & Orderliness of the Executive 158. Floor 159. Supervises the Buffet Breakfast at the Executive Floor 160. Supervises Cocktail Hour at the Executive Floor 161. Coordinates Wake-Up Call Requests with the Operator 162. Handles All Guest Queries & Complaints Liaise with Concierge Desk with Regards to Luggage Handling, 163. Check-0uts & Message Delivery 164. Reports all Activities or Endorsements in the Logbook Arranges Business Centre Requirements which are Available 165. on the Executive Floor 166. Arranges & Checks all Executive Floor Room Amenities 167. Arranges Special Events Amenities through the Arrival List 168. Assists Executive Floor Guests with Flight Reconfirmation 169. Performs Check-in of Executive Guests on the Floor 170. Checking-in 'Return' Executive Floor Guests 171. Checking-in using the Back-up 172. Handling Travel Vouchers 173. Processing Special Billing 174. Performs Check-out of Executive Guests on the Floor 175. Checking-out Share-with Room 176. Handling Guest Messages 177. Handling Hold For Arrival (HFA) Items
152-153 153-154 154-155 155-156 156-157 158 158-159 160 160-161 162-163 163-164 164-165 165-166 166-168 168-169 169-171 171-172 172-174 174-175 175 175-177 177-178
186 186-187
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Assist Guest in Loading & Unloading of Car Open Vehicle Doors for all Guests Loading & Unloading of Luggage into & from Guests Vehicle Obtain Taxis for Guest if Requested Maintain all Accesses through Hotel Drive way Clear of Cars Rain Procedure
216. 217. 218. 219. 220. 221. 222. 223. 224. 225. 226. 227.
Arranges Mailing of Guest Letters & Internal Mail Cleaning of Bell Equipment Regularly Raising/Lowering Hotel Flag Daily Parcel Delivery Service Packs Parcels Receive Terms for outside Guests from In House Guest Receives/Delivers Terms for Registered Guests Give & Accepts Airline Information & Confirmation Arrange Restaurant & Limousine Reservation Lifting Heavy Objects Weights Luggage Guest Paging
224 225 225-226 226-227 227 227-228 229-230 230-231 231-232 233-234 234-235 235
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