Providing Front Office Services

INTRODUCTION

• Before you proceed, you must first receive a Certificate of Completion for the module Introduction to Front
Office Services. This pre-requisite module will present you the knowledge and skills that will help you know and
understand the duties and responsibilities of the front office department.

• Providing Front Office Services (FOS) discusses topics on the know-how of the front office, as well as your
duties responsibilities as a front office staff. This module will be covering topics such as receiving and processing
guest reservation, providing accommodation and concierge services, conducting night audit, performing front office
financial activities, and providing club reception services.

• Module two is divided into three units, which will cover topics on how to provide effective, and quality front
office services.

• The first unit of this module will give you the required skills and knowledge on how to receive and process
reservations. As a front office staff, you need to master the skills in handling reservations such as answering and
recording phone call reservations.

• This module will also provide activities on how to operate a computerized reservation.

• Unit two will focus on how to provide accommodation, reception, club reception, and concierge services. This
unit will highlight on how to welcome guests during arrival, proper luggage handling, and providing information on
hotel’s club services.

• Finally, unit three will discuss topics on evaluating front office financial activities. These financial activities are,
conducting night audit and providing cashiering services.

Pre-test:

1. What is the role of a night auditor

a. Ensures accuracy of guest and non-guest accounts.
b. Identify and rectify discrepancies, errors in guest folios.
c. Neither A and B
d. Both A and B

2. Please, refer to the following situation:

Situation: Guest name does not match to the room given.
How will you resolve the situation, as a night auditor
a. Report the said issue to the housekeeping department.
b. Transfer the guest to the correct room.
c. Check any room changes at the front office or reception desk.
d. Call your immediate supervisor and ask for assistance.

3. What are the examples of Hotel Club Services and Facilities?

a. Restaurants and Cafes.
b. Gymnasiums and Health Facilities.
c. Computer Rooms and Internet Facilities.
d. All the above.

4. What will you do if there are disagreements about entry to the club?
a. Solve the issue alone and make a report after.
b. Clarify or explain the club rules to the disagreeing party.
c. Refer the issues to the security, director or another pertinent individual.
d. Block or do not allow the guest to enter the club.

5. How will you amend an existing reservation by using a CRS?

1. Click or highlight the reservation you want to update, and the reservation screen will appear for editing.
2. Complete the required fields in the reservation search screen.
Page 1 of 26
 3. Go to reservation and look for “update reservation” option.
4. Click the room reservation tab and select ‘OK’.

a. 1, 2, 3, & 4
b. 3, 4, & 1
c. 3, 2, & 1
d. 2, 3, & 4

6. How will you prepare a guest folio?

1. Check unposted or late charges with other departments.
2. Present guest folio to the guest.
3. Print guest folio.

a. 3, 1 & 2
b. 1, 2 and 3
c. 3, 2 & 1
d. 1, 3 and 2

7. Answer the following question based on the situation below:

SITUATION:
Mr Go asked the reservation staff: “What exactly is the cancellation policy if it says 6:00 p.m.? Does that
mean I only have until 6:00 pm to check in?”

What will be your response to Mr Go’s query about the 6:00 p.m. policy?
a. “No, you only have until that time to cancel your reservation”.
b. “Yes, that is correct. You only have until 6:00 p.m. to check in unless otherwise pre-advised of late
arrival.”.
c. “Exactly, sir. You only have 6:00 p.m. day of arrival to cancel your reservation”.
d. “Definitely, no. You can cancel your reservation anytime you want, sir”.

8. How will you process internal financial transactions?

Double check transactions.
1. Verify and reconcile room rates and room status.
2. Identify and reconcile financial and system discrepancies.
3. Suggests internal financial system and control for improvements in the property’ operation.

a. 1, 3, 4 & 2
b. 1, 2, 4 & 3
c. 1, 2, 3 & 4
d. 1, 3, 2 & 4

9. What is the main responsibility of maintenance and engineering department?

a. Communicating with the front desk.
b. Cleaning and fixing rooms.
c. Maintain property’s appearance
d. Scheduling of staff.

10. What CRS function allows you to disseminate reservation details?

a. Saving internal arrangements
b. None of the above.
c. Sending internal protocols
d. Creating internal communication

11. Arrange the correct sequence in Welcoming and Registering Guest.

1. Follow correct accounting procedures. 4
2. Register guests with or without reservations. 3
3. Issuance of room key/electronic cards, guest mail and messages to guests. 5
4. Welcome guests warmly and courteously. 1
5. Confirm reservation details with guests. 2

Page 2 of 26
 12. What statement is true about club membership rules?
a. Club membership rules may include checking of dress code and age regulations.
b. Club membership rules may include signing-in before entry to the club.
c. Club membership rules may include checking of club badges and cards upon entry to the club.
d. All the above.

13. What is the last step in reconciling financial transaction at the end of the shift?
a. Balance cash float.
b. Segregate cash, cash equivalents and non-cash documents.
c. Project and process transactions.
d. File and store properly source documents.

14. What is the last step in performing check-out functions?

a. Express check-outs & early arrivals.
b. Group check-outs & Variations of check-outs.
c. Late check-outs & Group check-outs.
d. Express check-outs & late check-outs.

15. What do you call to the system used by hotels to store, retrieve information and conduct transactions?
a. Traveller’s reservation system
b. Traveling reservation system
c. Company reservation system
d. Computerized reservation system

UNIT 1: HANDLING RESERVATION REQUEST

Lesson 1: Receiving and Processing Reservation Request

Topic 1: Processing Reservation

 Reservation is one of the most vital processes in the front office reliable for future hotel revenues
and profit. Receiving the reservation request properly and ensuring to the guests that they will get
their accommodations on their expected date is the easiest way for the hotel to avoid customer
complaints and increase satisfaction.

 As a future front office staff, you should understand the basics of reservation, types of reservation,
and the modes of payment which will be discussed in the next topics of this lesson.

DEFINITION OF RESERVATION

Page 3 of 26
TYPES OF RESERVATION

MODES OF PAYMENT

 Record settlement relies upon successful front office strategy for deciding a guest's technique for
payment at the time of registration. This helps speed the registration procedure since front desk
representatives can acquire credit card approval or direct charging approval before the guest checks-
out at the front desk. For the most part, it is best to settle a guest's record while the guest is still in
the hotel. Methods by which a guest can settle a record include: cash, personal check, credit card,
direct billing, or a combination of these methods.

Page 4 of 26
 1. Cash - A cash payment in full at check-out brings a guest account balance to zero. The front desk agent
marks the folio “Paid.”. Some hotels apply a cash policy, limiting the guest to charging back to their room
privileges.
2. Credit Cards - The front desk agent uses a credit card imprinter to fill out portions of a credit card voucher.
3. Check - Front desk agent should require proper identification before accepting this method of settlement and
in most cases the front office manager must approve this mode of payment. Usually, several weeks before
the guest’s arrival, the guest will register with the hotel and fill out a credit registration form. Few hotels
won't acknowledge personal checks as there is next to no security with this type of payment.
4. Company Charge - An agreement between the company and the establishment that allows certain staff to
charge back the costs and expenses to the company. The company has a registered account with the
establishment after completing a credit application that needs director's guarantee plus trade and bank
reference checks.
5. Travel Agent Vouchers - Travellers pay the travel agent in advance for their transportation and room
charges and the travel agent guarantees the client’s reservation.
6. Advance Deposit - Requires the guest to pay the hotel a specified amount of money before arrival.

 Reservations can be received by an establishment in many ways depending on where they are, what
they are offering and what technologies they have available. Below are the sources of reservation:

SOURCES OF RESERVATION:

1. Over the telephone – customers dial the establishment directly

2. In person – the customer comes into the establishment and communicates directly with the staff.
3. Mail – in some countries today this is almost an extinct form for making a reservation
4. Email – through an email address
5. Facsimile (fax) – this is another form of communication being replaced by technology.
6. Internet – online bookings via a website.
7. Third party reservations – using a reservation company to make a booking for you e.g. Agoda,
Booking.com, Tripadvisor, Traveloka.
8. Central reservation service – a central reservation service that controls reservations for several
venues.
9. Same chain referral – a reservation referred from another establishment belonging to the same group.
10. Other venues – some Airlines will book accommodation for guests. If one hotel is fully booked, they
might make a reservation at another hotel. Travel agents book theater or concert tickets.

HANDLING RESERVATION

1. Greet the client and offer assistance.

2. Once request for reservation is received, find out from the inquiring party and dates and type of room
required. Then the front office staff checks if there is available room corresponding type preferred. This
can be checked from the room availability chart or room status rack where reservation slips are clipped.
Establish a code to indicate the status of reservations in the rack:

Example:
- Kk or c – room reservation is confirmed
- T – Tentative booking
- UC – unable to confirm

3. Inform the guest if a room is available. If the room type requested is not available, offer alternative room
depending on what is available.
4. Use up-selling techniques.
5. Once room availability is confirmed, get details to include the information outlined below. These details
are written on a reservation card. All pertinent information regarding the reservation is indicated in the
room reservation card to include:
- Name/s of incoming guest
- Number of persons arriving
- Arrival date and time

Page 5 of 26
 - Information/ Time of Arrival (The name of airline, numerical designation of the carrier and the place of
origin must be taken whenever available. The time of arrival in the hotel is taken in case the guest is
arriving via another mode of transportation.)
- Departure Date
- Numbers of nights/days the guest will be staying in the hotel (Ex. Arrival-May 10, 11, 12, 13 14, - 5
nights)
- The number (quantity), type of room and type of bed required
- Room rate - The client must be informed of the room rate being reserved. (Billing Arrangement – Specific
arrangements as to the manner of the bill settlement must be indicated.)
6. Reservation Confirmation - make sure to clarify to the guest all important details of his/her reservation.
7. 6:00 pm Policy - Remind the guest on the establishment’s 6:00 pm policy. The hotel will only hold a room
reservation until a stated reservation cancellation hour (usually 6:00 p.m.) on the day of guest’s arrival.
This reservation does not ensure that the hotel will receive payment for the room. In short, the room will
be added to the list of available rooms.
8. Offer again assistance and make a warm farewell.

TOPIC 2: RECORDING DETAILS OF RESERVATION

1. Accurately complete the customer details and record it in the system. Customer details are:

- Type of guest:
 Group
 Individual
 Corporate
 Government agencies
 VIP’s
 Conference delegates
- Customer profiles:
 Full name of guest and title/company name.
 Address
 Phone, email and other contact details.

- Number of guests
- Date and time - arrival and departure.
- Type of room and room rate per day:
 Standard
 Deluxe
 Suite
 Penthouse

- Method of payment:
 Cash
 Credit card
 Voucher
 Special request

- Confirmation number
- Date and name of staff taking reservation.

2. In making reservation make sure to check the guest profile or history profile, if available. This will provide the
details on how many times the customer visited the hotel. This is a good reference in granting special discounts
or reward points to use as payment. Sources of guest profile are:
Page 6 of 26
 - Manually
- Electronically

3. Clearly record guest special requests. Special requests may include:

 Baby crib
 Welcome streamer and bouquet
 Wake-up call
 Non-smoking room
 Halal food
 Butler service
 Tour guide

4. Complete, explain and confirm the reservation details to the guest.

5. File the reservation.

6. Prepare and issue documents and other materials to the guest.

TOPIC 3: UPDATING RESERVATIONS

 Sometimes, guests want to make changes to their reservation and reservation can change for many
reasons including:

 Changing length of stay or dates.

 Altering a flight or travel details.
 Changing times and customer numbers.
 Updating customer contact.
 Altering billing details or making a payment.
 Changing or adding special requests.

TOPIC 3: UPDATING RESERVATIONS

A. PROCESS TO CHANGE OR CANCEL RESERVATION

1. Locate and check original reservation - This can be done manually and electronically. If using a
reservation system make sure to input the correct guest name. Remember, computers can’t read.
Computers simply match the name it receives.
2. Verify and confirm original information - the best way to do this is to ask the guest. Ex: “Is this Mr.
Wiseman from Sydney Australia?”
3. Identify required changes - This may involve discussing with the guest what they want - why they
need to change.
4. Check availability and/or make cancellation - need to check availability for new dates and room
types that are available.
5. Confirm changes or offer alternatives - always try to offer alternatives rather than lose a sale.
6. Quote change of rate or customer details. Changes may incur extra costs - let the customer know.

B. CANCELLATION OF RESERVATION

 If the guest cancels a booking, the reservation is crossed or erased in the reservations chart. When a
computerized system is in use, a cancellation may continue to be displayed on the screen but be
clearly marked as cancelled. In the reservations card, a space below the card is provided for entering

Page 7 of 26
 amendments or cancellations. The reservations clerk shall write on this space detail of any
cancellation.

 If a client cancels a reservation, the hotels reserve the right to claim the following sums; unless a
booking is obtained for the same dates from a third party on no less favorable terms. The examples
below are the common practices of some establishments when it comes to cancellation of
reservation:

 If cancelled more than 6 six days prior – no charge.

 If cancelled within 6 weeks of the date – 50% of the total sums’ payable is due.
 If cancelled within 3 weeks of the date – 75% of the total sums’ payable is due.
 If cancelled within 1 week of the date – all payment is due. In all instances, notification of cancellation
must be made in writing and will be effective on the date received by the hotel.

C. PROCESSING RESERVATION REQUEST

 When there are changes in the reservations already confirmed, the front office staff shall:

1. Mark the reservation card/form with the new information. Only one slash or line in the old arrival
date and or number of nights is necessary. It is helpful if the old information is readable.
2. The guest’s name, new arrival date and amounts of room nights are entered in the usual
places in the reservation rack. The telephone number of the person making the changes in the
reservation should be obtained as usual.
3. In case of a change in expected time of arrival (ETA), the reservation card id filled under the
new ETA.
4. Before allowing changes in the date of bookings, the attending clerk must first check room
availability to avoid double bookings.

LESSON 2: OPERATING A COMPUTERIZED RESERVATION SYSTEM

Topic 1: RESERVATION MANAGEMENT AND COMPUTER MANAGEMENT SOFTWARE

A. TYPES OF RESERVATION SYSTEM

 Reservation agents need a system that will enable them to check whether a reservation request is possible,
record the booking, and retrieve the booking at the appropriate time. There are two types of reservation
system:

1. Manual Reservation System

- Uses manual charts, calendar, booking sheets, diary, forecast board or room rack and used by smaller
establishments. The manual reservation system is cheaper, labor intensive and requires duplication in filing.
-
2. Computerized Reservation System
- Displays a reservation screen to input guest’s information and requests. The advantages of computerized
reservation system are:

 Up to date “real” time information.

 Greater reporting ability - marketing and profit.
 Less staff required.

B. COMPUTER MANAGEMENT SOFTWARE

1. Reservations Software - Part of a computerized front office system that allows a hotel to use a central
reservation system and helps front office employees to quickly process room requests. An example of
computerized front office system is OPERA.
Page 8 of 26
 2. Rooms Management Software- Part of a computerized front office system that maintains current
room status information, assists in assigning rooms and rates during registration, and helps front office
personnel coordinate guest services.

3. Guest Accounting Software- A computer program that handles transactions between guests and the
hotel from check-in to check-out, replaces account posting machines and voucher racks found in non-
automated properties

4. Computerized Guest Services- Allow guests to access airline schedules, local restaurant and
entertainment guides, stock market reports, news and sports updates, shopping catalogs, and video
games through in-room computers linked to business computer information service.

Topic 2: CREATING AND PROCESSING RESERVATION

 A central reservation system or (CRS) is a computerized system used by hotels and other lodging
establishment to store retrieve information and conduct transactions. In this topic, we will discuss
the common functions, features, content and window display of a CRS when creating and processing
reservation.

1. Profile Types: When making a reservation, you must first identify the different profile types. Profile type or
account profile contains the important information about the people and companies you do business with.
Below are the common profile types used by different reservation system:

 Individual profiles. Reservation for first time guests automatically creates an individual profile. Individual
profile contains the guest’s personal information. However, individual profile is not only associated with
guests but also with other people like the hotel employees.
 Company profiles. Common information stored in the company profile are, catering functions with the
establishment, the businesses who sponsor guest reservation, and the different hotel partners who
provides goods and services to the establishment.
 Source profiles. Information about the organizations or individuals who brings business in are stored in
the source profiles. Examples: Agoda, Booking.com.
 Contact profiles. Stores the information about the people who serves as the interface between the hotel
staffs and the guest or business account.
 Group profiles. These are the profiles of the hotel’s affiliations sponsoring businesses in the
establishment. Group businesses are typically one-time affair like weddings, family party, reunions, etc.
 Travel agent profiles. Accounts or information about the professionals who books a reservation for their
clients are stored in this profile.

A. NEW RESERVATION
- After, identifying the profile type. Some CRS will pre-qualify the guest by entering the following information:

 Arrival date and number of nights.

 Number of adults or children.
 Departure date.
 Number of rooms.

- The CRS will then search for general rate availability and will proceed to Rate Query screen after the pre-
qualification. You will then be asked to complete the fields like the guest’s name, address etc., Once
completed, the rate query screen will show available rates and room types. After making a rate and room
selection the reservation screen appears. In completing the reservation use proper capitalization and
punctuation. The reservation system will highlight the required fields by having a bold descriptor. Below are
the common required fields in the reservation screen:

 Arrival and departure.

 Room type and rate code.
 Res. Type
Page 9 of 26
 B. UPDATES AND AMENDMENTS TO RESERVATION

- One feature of a CRS is to update and amend an existing reservation. To apply this feature, you need to
check the reservation tab and look for a “Update Reservation’ option. Common procedures in updating
reservations are shown below:

1. Go to reservation and look for “Update Reservation” from the menu bar options.
2. The Reservation Search screen will appear. This screen is used to search the reservation you wish to
update.
3. Complete the required fields in the reservation search screen.
4. The CRS will now show the lists of reservation that matches your search. Click or highlight the reservation
you want to update, and the reservation screen will appear for editing.

Topic 3: SENDING AND RECEIVING RESERVATION COMMUNICATIONS

Communication from Industry Colleagues:

- Creating an internal communication in a reservation system is one of the best functions of a CRS. This
function allows you to disseminate reservation details in a more convenient way. Sending and receiving
communication in some CRS are under the miscellaneous tab. To complete this action, you need to go to
reports under the miscellaneous tab and search the appropriate reports. Access the reports module for
printing reports, mailings, letters, etc.

LESSON 3: ADVISING OTHERS ON RESERVATION DETAILS

TOPIC 1: COMMUNICATING WITH THE HOUSEKEEPING AND

MAINTENANCE/ENGINEERING DEPARTMENTS

A. Housekeeping: The housekeeping department is responsible for cleaning rooms. Staff would be scheduled
based on the number of rooms occupied, arrivals and departing guests. There should be a regular
communication between the front office and the housekeeping department. Housekeeper Supervisor prepares
the room/work assignment after receiving the important information’s from the front office.

B. Maintenance and Engineering: The responsibility of the maintenance and engineering department is to
maintain the property’s appearance and working order both inside and out including the maintenance of
electrical and mechanical equipment. Swimming pools and pool deck area as well as some or all parts of the
ground are included in the maintenance and engineering department’s assignments. Property’s or rooms for
repair are usually reported to the maintenance by telephone. Moreover, reservations should inform them of
the expected occupancy to ensure rooms are available for sale.

UNIT TEST 1: MULTIPLE CHOICE

1. Answer the following question based on the situation below:

SITUATION:

Mr. Go asked the reservation staff: “What exactly is the cancellation policy if it says 6:00 p.m.? Does that mean I only
have until 6:00 pm to check in?”
What will be your response to Mr. Go’s query about the 6:00 p.m. policy?

a. “Yes, that is correct. You only have until 6:00 p.m. to check in unless otherwise pre-advised of late arrival.”.
b. “Definitely, no. You can cancel your reservation anytime you want, sir”.
Page 10 of 26
c. “No, you only have until that time to cancel your reservation”.
d.“Exactly, sir. You only have 6:00 p.m. day of arrival to cancel your reservation”.

2. What do you think will happen to Mr. Go’s guaranteed reservation if he will arrive after 6:00 p.m.?

a. The hotel will call Mr. Go before 6:00 p.m. to ensure the reservation.
b. The hotel will add Mr. Go’s room to the list of available rooms.
c. The hotel will charge Mr. Go for late arrival.
d. The hotel will hold a room for Mr. Go’s reservation.

3. How will you amend an existing reservation by using a CRS?

1. Click or highlight the reservation you want to update, and the reservation screen will appear for editing.
2. Complete the required fields in the reservation search screen.
3. Go to reservation and look for “update reservation” option.
4. Click the room reservation tab and select ‘OK’.

a. 3, 2, & 1
b. 3, 4, & 1
c. 2, 3, & 4
d. 1, 2, 3, & 4

4. When there are changes in the reservations already confirmed, the front office staff shall?

a. Enter the guest’s name, new arrival date, and amounts of room.
b. ALL OF THE ABOVE.
c. Mark the reservation card with the new information.
d. File the new reservation card under the new ETA.

5. What is the main responsibility of maintenance and engineering department?

a. Cleaning and fixing rooms.

b. Scheduling of staff.
c. Maintain property’s appearance
d. Communicating with the front desk.

6. What CRS function allows you to disseminate reservation details?

a. Saving internal arrangements

b. None of the above.
c. Creating internal communication
d. Sending internal protocols

7. What kind of profile will you choose if you want to store guest’s personal information?

a. Individual profiles
b. Company profiles
c. Contact profiles
d. Source profiles

8. What do you call to that agreement between the company and the establishment that allows certain staff to
charge back the costs and expenses to the company?

a. Travel agent charge

b. Company charge
c. Advance charge
d. Personal charge

9. What will you use as a reference in granting special discounts or reward points to use as payment?

a. Guest receipts
Page 11 of 26
b. Guest folio
c. Registration card
d. History profile

10. What do you call to the system used by hotels to store, retrieve information and conduct transactions?

a. Computerized reservation system

b. Traveling reservation system
c. Company reservation system
d. Traveller’s reservation system

11. Which of the following is NOT an important information entered in pre-qualifying the guest?

a. Arrival date and number of nights

b. Number of adults or children
c. Number of rooms
d. Room type and rate code

12. Which of the following statement is NOT TRUE about the process of “RESERVATION”?

a. Reservation involves matching a guest’s precise request for a room at a price with room availability, recording such
requests and confirming the reservation.
b. Reservation is the process of booking rooms before the arrival of the guests to ensure their availability at the time
the guests check in.
c. Reservation is a booking for some time in the future.
d. Reservation insures that the hotel will hold a room until a specific time of guest’s scheduled arrival date.

13. What software is used by hotels that maintains current room status information, assists in assigning rooms, and
rates during registration?

a. Reservations software.
b. Computerized guest software
c. Rooms management software
d. Guest accounting software

14. Which of the following is/are the source/s of reservation?

1. Credit Cards
2. Voucher
3. Telephone
4. Email
5. Chain referral

a. 1, 2, & 5
b. 3, 4, & 5
c. 2, 4, & 5
d. 1, 3, & 5

15. What type of reservation system is used by establishments which requires duplication in filing, and uses manual
charts, calendar, booking sheets, diary, forecast board, and room rack?

a. Manual reservation system

b. Traveller’s reservation system
c. Company reservation system
d. Computerized reservation system

Page 12 of 26
UNIT 2: PROVIDING ACCOMMODATION, RECEPTION, CLUB RECEPTION AND
CONCEIRGE SERVICES

TOPIC 1: PREPARING RECEPTION AREA FOR GUEST ARRIVAL

 Reception area is the central location in the hotel where the first point of contact
happens between the guests and the hotel staff. This area usually operates 24/7
hours.

 Preparing and maintaining the reception area is also a key to avoid customer
complaints. Below, are the methods in preparing the reception area:

1. Always check necessary equipment and technology prior to use. Equipment like:

 Computer and printer

 Photocopier
 Register/Terminal/EFTPOS machine
 Key card machine
 Registration cards

Make sure that all equipment is working as intended. Familiarize yourself on how the equipment works and
know how to fix minor faults and problems such as, paper stuck in the photocopier. Lastly, have back-up
supplies for front office supplies like forms, vouchers, pens, and paper.

2. Review and check daily arrival details prior to guest’s arrival. The arrival list is very important in
reviewing and checking guests’ details. For a manual system, alphabetical listing of guests’ name is very
important as this is the only way you know who is coming into the hotel. Details on the arrival list may
include:

Page 13 of 26
  Alphabetical listing of expected arrivals - helps to find guests if you are having difficulty spelling
their name
 Time of arrival – check the time of arrival to get the room ready (pre-allocate a room)
 Type of room – select the appropriate room based on the type requested and the rate.
 Rate quoted
 Special requests – arrange special requests. Example: non-smoking room, arranging fruit and
flowers to be put into the guest room.
 Payment details

Fully prepared reception area is needed for group arrival for this make the area busy at check in. Some
hotels will use a group arrival report, which is helpful for reception. This group arrival report contains
information specific to the group.

3. Allocate guest rooms according to guest requirements. Guest requirements may include:

  Non-smoking room
   King size bed
 Interconnecting rooms
 Poolside room, etc.

Room allocation to:

 Individuals - Specific room types such as the “presidential suite”, “family suites”, “interconnecting
rooms”, or “honeymoon suites” will be allocated to the guest’s reservation at the time the
reservation is made to ensure the room is “blocked off” to the guest.
 Group - Rooms are pre-allocated for all group arrivals according to the reservation request and
hotel policy.

4. Following up uncertain arrivals or reservation. During full house situations it is important to follow

up on all uncertain arrivals. The goal of following up uncertain arrivals or reservation is to optimize room
sales.

5. Compile arrival lists and distribute to relevant personnel and departments. Distribution of

arrival list to relevant personnel and department is important because it informs them about what is
happening within the hotel and allows them to make decisions. Relevant personnel and departments may
include:

 Housekeeping
 Concierge
 Porters
 Security
 Food and beverage
 Management
 Laundry
 Kitchen

6. Inform colleagues and other departments about guest’s special request. Special request may
include:

 Extra soap, shampoo/conditioner

 Ticket for theatre
 Stocking the mini-bar with a specific beverage.

Page 14 of 26
TOPIC 2: WELCOMING AND REGISTERING GUESTS

The spirit of welcome is so important in the hospitality environment. Welcoming professionally the guest
creates a strong impact to the guest that makes them feel like they have made a good hotel choice. Here
are the steps in welcoming and registering the guests:

1. Welcome guests warmly and courteously.  The type of greeting the guest receives must
always be: professional, personable, welcoming, sincere, friendly, and polite. Moreover, the verbal
welcome offered must follow to any establishment policies or directives, but will generally contain:

 A greeting
 The establishment’s name.
 The guest’s name or title if appropriate.
 An offer of assistance.

Example of greeting:

“Good morning Sir/Madam, welcome to the TESDA Hotel. How can I help you?”

2. Confirm reservation details with guests. Confirmation should cover:

 Name of the guest.

 Length of stay.
 Method of payment.
 Special requests.
 Rate.
 Voucher.

Guests without reservation:

 Determine the guests needs

 Check availability
 Ask method of payment and mention the policy and procedures about payment methods.

3. Register guests with or without reservations.  Common practices in registering the guest are:

 Ask proof of identity

 Completed registration card
 Obtain the signature
 Ask method of payment (walk-in guest)

4. Follow correct accounting procedures.  Accounting procedures may include:

 Credit card payments.

 Pre-payments (full payment)
 Deposits (partial payment)
 Vouchers and discount rates.
 Group rates
 Refunds
 Checking of the final guest accounts.
 Payments for additional services such as phone calls, meals, mini-bar.
 Issuing of receipts.
 Send bill arrangements.

Page 15 of 26
 5. Issuance of room key/electronic cards, guest mail and messages to guests.  It is a general
practice to not to speak about the guest’s room number loudly while giving it to the guest.

TOPIC 3: PERFORMING "DURING STAY" FUNCTIONS

 Guest queries and requests are all directed to the front office. As a front office staff, you need to
respond to the guest’s queries effectively and with quality. Below are the two things you need to
remember in performing “during stay” functions:
1. Address all guest requests during in-stay. In-stay or during stay request may include:

 Room change request - always check the reason for room change.
 Extension of stay - check the room availability, but not all extensions are simply be approved just
because the guest is already in-house.
 Upgrades - putting the guest into a better room than they are paying for.
 Special requests - guests may request a room away from lifts or a non-smoking room. Special
request may incur costs while other request can be granted with no cost.
 Guest charges - processing guest charges may include: point of sale charges or manual charging
back to the guest room. In manual charging you need to get the guest’s identification, room
number, print name and signature.
 Financial transactions.
 Guest queries - in responding guest queries you need to know all about your property, give good
service, find out things you don’t know, and involve other departments in the hotel.

2. Satisfy the guest when responding all inquiries.

TOPIC 4: PERFORMING CHECK-OUT FUNCTIONS

Communication is very important in the hospitality work. The front office staff should always coordinate
with other departments in ensuring that all guest’s charges are legitimate and accurate before it is posted
to the relevant account or guest folio. To effectively perform check out functions, you should follow the
steps below:

1. Maintain and prepare guest accounts:

 Seek information on departing guests. For manual system, gather information from other
departments, before processing check out. You may need to obtain information from the Food and
Beverage Department and/or from the Housekeeping Department. Ensure also that all in-house
function charges are posted on the guest’s accounts. In-house functions may include: hire fees for
projectors, lecterns and speakers, as well as charges for food and beverage supplied.
 Check for accuracy. Check supporting documents against the actual posted charges.

2. Prepare and review departure lists:

 Review departure list. The night audit team will generate the departure list either early in the
morning or overnight. Check the report for:
   Express check-outs – guests want a fast and efficient check-out with no problems.
 Group check-outs and Early check-outs – prepare guest folios to avoid cluttering in the reception
area.
 Late check-out – late check-out will affect both the housekeeping department and the reception.
Determine whether a late check-out fee is to be charged to the guest.
 Variations to check-out from details indicated on the registration card. – Check the guest departure
list if there are changes to what was previously advised to housekeeping, e.g overstays etc.
Page 16 of 26
3.    Present accounts to guest:

 Presenting the account. The moment you identify a guest to check-out you should immediately
acknowledge them and not wait for them to make the first approach. The greeting should be:
professional, personable, welcoming, sincere, polite, and friendly. The greeting must contain: the
guest’s name or title, if appropriate, and an offer of assistance.
 Ask the guest for their details. Details may contain: name and room number. Confirm on the charts
or computer the number of nights, type of room, and rate quoted.
 Ask the guest if they had any other charges. A hotel with computerized system will automatically
posts other charges like charges from the mini-bar. However, hotels with manual system will need
to contact the outlet or department where the guest made charges.
 Print the folio/account. Present to the guest for verification and signature/payment. When the
account is presented to the guest there may be a need to assist the guest with explaining the
charges.

4.    Process payments and refunds and issue receipts.

 Process payments. Ask the guest for their preferred method of payment. Acceptable methods of
payment are: credit cards, direct billing or company charge, cash, vouchers, and traveler’s check or
travel cards. In cases where there are disputes, the cashier must be able to resolve them
courteously and tactfully, and as quickly as possible. A supervisor or manager will be needed in
cases where a guest disputes the room rate.
 Receipt of payment. When a payment has made, a receipt for that payment must be issued. Guest
folios or accounts are usually printed as a receipt, these folios are in duplicate, so the cashier has a
copy and so the guest. Personalized folders are used by some hotels to present the copy of the
guest account.
 Obtain the room key. Ask the guest about the room key if he/she will not voluntarily give it. When
guests hand over their key/card make sure you thank them for doing this.
 Farewelling the guest. The following are basic steps which will assist you in farewelling the guest:

a)    Assist guests with their luggage or arrange for a porter to do so.

b) Thank the guest for their patronage.

c)    Give the guests time to collect their receipts and belongings without feeling that you are hurrying
them.

d)    Remember to use their name in the farewell greeting.

e) Offer guests a smile as they leave.

TOPIC 5: ORGANIZING GUEST DEPARTURE

 Organizing Guest Departure is also an important key to satisfy the guest before leaving the hotel.
Guests with positive impression upon leaving the hotel will surely make them decide to book again
the hotel or they will likely recommend the hotel to their friends and family members. Here are the
important tips in organizing guest departure:

1. Review and check departure lists for accuracy. In reviewing the departure list, you need to
seek information on guests’ room number, breakfast, and other charges like mini bar charges.
Supporting documents and signatures are also checked for accuracy.
2. Assist guest request for departure courteously and refer to the appropriate department
for follow-up. Assistance with departure may include:

Page 17 of 26
  Organizing transport.
 Making forward bookings.
 Luggage assistance.

TOPIC 6: PREPARING FRONT OFFICE RECORDS AND REPORTS

 One responsibility of the front office staff is to update and create reports accurately and in a
timely manner. In addition, here are the things we need to remember in preparing front
office records and reports.

1. Prepare and update front office records. Records and reports may include:

Room rates.
Occupancy.
Arrivals and departures.
Sales performance.
Breakdown by department.
Commission earnings.
Supplier activity.
Sales return.
Commercial account activity.
Foreign currency activities.
2. Follow room changes, no shows, extensions and early/late departures. Before accepting
adjustments or changes make sure to check first the room availability for the revised dates.

3. Distribute reports and records to the appropriate departments.

LESSON 2: PROVIDING CLUB RECEPTION SERVICES

TOPIC 1: PROVIDING INFORMATION ON CLUB SERVICES AND PROCESSING

MEMBERSHIPS

The offering of different club services by hotels are becoming popular day by day due to guest requests
and the establishment provides it professionally. Here are the four things we need to highlight when
providing information on club services and processing memberships:

1. Give the accurate advice and information on club services and facilities to customers and
club members. Club services and facilities may include:

 Restaurants and cafes.

 Gaming facilities.
 Shows and attractions.
 Prize nights and special events.
 Games and sporting facilities.
 Gymnasiums and health facilities.
 Member club and associations.
 Computer rooms and internet facilities.
 Community courses and training programs.
 Member benefits.

2. Explain the Club membership and club rules. Club membership and club rules may include:

Page 18 of 26
  Club particular requirement and legislative requirements of the locality.

3. Explain clearly the membership application forms.

4. Check and maintain the membership records.

TOPIC 2: MONITORING ENTRY TO CLUB

Hotel clubs imposes entry restrictions and some common requirements are the following:

1. Checking of membership badges/cards upon entry to the club.

2. Assists guests to “sign in”
3. Checking of dress code and age regulations. Dress and age regulations are set down by clubs and
according to legislation of the locality.
4. Disagreements about entry to the club are referred to security, director or another pertinent
individual.

LESSON 3: PROVIDING CONCIERGE AND BELL SERVICES

TOPIC 1: HANDLING GUEST ARRIVALS AND DEPARTURES

By following the steps below, you will be able to handle guest arrivals and departures effectively:

1. Review expected daily arrivals and departures and requests for major guest
movements. Check expected arrivals against actual arrivals.

2.  Welcome guests promptly on arrival and directed to the appropriate area for
registration. Porters will welcome guests warmly during arrival and will assist them out of the car. They
will collect their luggage, check the number and type of items and direct them to reception area for check
in.

3. Assists guest with luggage. Established procedures and safety requirements may include:

 Luggage marking and tagging systems.

 Carrying capacities of trolleys.
 Designated routes for moving luggage through public areas.
 Restrictions on areas which luggage can be taken.
 Order in which luggage is to be moved.Safety standards for lifting heavy items.
 Safe manual handling of luggage from vehicles and handling fragile items.
 Procedure for taking luggage from rooms
 Placement of luggage within rooms.
 Group luggage procedures.
 Handling protocols for dealing with group arrivals and departments.

4.    Escorts guests to rooms and explain/show the establishment/room features. Porters will

lead the way and ensure that guests are going in the right direction. However, porter should allow the
guest to set the walking pace. Then, the porter has an opportunity to sell hotel features and mention in-
house facilities. Establishment or room features are:

Page 19 of 26
  Dining options within the establishment.
 Sporting facilities.
 Business center.
 Floor facilities.
 Operating procedures for room equipment such as phone, internet or TV
 General services such as laundry, valet
 Meal arrangements.

ROOMING THE GUEST

There are special procedures for rooming a guest from front desk to guest room.

Greeting at the elevator: The front office staff should handover the room key to the bell person. as a bell
person, you should address the guest and welcome him to the hotel. Show the way to the elevator; offer
to carry guest's coat or luggage as you escort him/her.

It is also your opportunity to advise the guest of the venue's emergency evacuation procedure, answer any
questions the guest may have.

Once you arrive the room location, explain how to use the key, mention which direction to turn. Make sure
to check first the room if it is ready for occupancy. To ensure that the room is ready for occupancy, knock
three times, you may say: "entering the room". Then, slightly open the door for about 3 and 1/2 inches,
and do a visual check before you allow the guest to enter the room and follow with the luggage.

Present the room facilities and features to the guest. The flow of your presentation should depend on the
orientation of the door. Briefly explain the operation of air conditioning or temperature control, access to
the internet, guest messages, telephone and curtains and window features. Point out also the location of
the compendium and other hotel information and explain the mini bar procedure.

TOPIC 2: HANDLING GUEST LUGGAGE

1. Deliver the luggage safely to the correct location. All luggage should be handled carefully it may
contain breakable or fragile items.

2. Operate the luggage storage system correctly.

3. Mark or tag accurately the luggage. On arrival, a porter may tag luggage with a hotel tag. The tag
will indicate:

 Number of items/pieces
 Guest name
 Group name (if appropriate)
 Room number,
 Expected date of departure
 Type of luggage

4. Place the luggage within the storage system.

The porter must be aware of some basic occupational safety health issues regarding handling luggage:

 Test the weight of bags before lifting - give them a test lift.
 Adopt the correct posture for lifting.

Page 20 of 26
  Keep the back straight.
 Bend the knees.
 Lift the luggage.

To lift easily and effectively a heavy luggage, use an approved trolley. The heaviest bags should be placed
on the bottom and the lighter ones near the top, if more than one item is to be placed on the trolley.

TOPIC 3: RESPONDING TO REQUEST FOR CONCIERGE SERVICES

1. Provide concierge. Concierge services may include:

 Mail - when mail is received for a guest a porter needs to:

o Check that the guest is registered or if a departed guest that the hotel has a forwarding
address.
o Record the date and time it was received, if it is had to be signed for which staff member
signed for the amil. Also record name of guest, type of mail item such as letter, postcard,
parcel etc.
 Messages - all hard copy messages or requests for hard copy messages whether they are phone
messages, internet, email or faxes, will be delivered to the guest by concierge or porter.
 Organization of transport - a variety of transportation may be arranged for a guest. This may
include:
o Courtesy bus
o Hire car
o Limousine
o Taxi
o Helicopter
 Luggage pick up - guests normally contact concierge by phone when they want their luggage
picked up. When speaking to the guest, porters should esquire:
o How much luggage there is and the type of luggage.
o Where is the luggage?
o What time is the guest due to leave the hotel as they may require luggage to be stored for a
short time.
o Whether the luggage is to be loaded into a car or if commercial transport is t be met.
 Preparation of guest information directories, normally done at the reception area. It is concierge’s
role to provide help and information to guests on all matters including:
o All the details about the facilities.
o Tourist attractions.
o Car hire, taxis and public transport options.
o Theater and dinner bookings.
o Airline and other bookings.

2. Colleagues and other departments are liaised to ensure effective response to concierge
service request.

TOPIC 4: MANAGING INTOXICATED PERSON

“Intoxicated” is the body's reaction to having alcohol in the human system. As a front office staff, it is
critical to know the early indications of intoxication and to refuse to serve such guests before they become
obviously drunk.

1. Determine levels of intoxication of customers. Signs of intoxication may include:

Page 21 of 26
  Loss of coordination. Ex: being clumsy.
 Change of speech. Ex: having trouble talking in a normal manner.
 Mood, behavior and conduct. Ex: wanting to cause argument.
 Quantity of alcohol consumed. Smell of alcohol.
 Body language. Ex: smiling even upset.

2. Refer difficult situations to an appropriate person. Appropriate person may include:

 Supervisor or manager. They will make or authorize courses of action to take.

 Security. They will have the expertise to deal with the manner.
 External person. Ex: police.

3. Apply appropriate procedures to the situation. The following should be included in an enterprise

or house policy:

 Expected standards of behavior of customers.

 A list of those not to be served alcohol.
 Limits for cocktails, shots or shooters.

4. Apply legislative requirements. A safe and legal operation should include:

1. Establish an enterprise policy covering:

 Laws and regulations.

 Roles and responsibilities of staff
 Serving strategies.
 Refusal of service

2. Avoid promotions that encourage irresponsible consumption of alcohol.

3. Train staff in responsible service of alcohol

4. Identify and address potential difficult situations.

5. Create the right atmosphere.

UNIT 3: EVALUATING FRONT OFFICE FINANCIAL ACTIVITIES

LESSON 1: CONDUCTING NIGHT AUDIT

TOPIC 1: PROCESSING INTERNAL FINANCIAL TRANSACTIONS

1. Double check transactions to ensure that they have posted in the property’s computerized system.
Transactions may include:

 Food and beverage.

 Mini-bar
 Laundry and other services.
 Inter-department vouchers.

Double check and validate transactions and charges. -  The night auditor will validate transactions by
checking the code of numbering system of an item on a guest account. To validate the record, the night
auditor may take a representative sample of guest accounts and individually check them for accuracy of

Page 22 of 26
charges. To ensure only legitimate charges are posted, a transaction code identification and a docket or
reference number or code will be provided to all charges made through the hotel’s system.

2.    Identify and reconcile financial and system discrepancies. Discrepancies may include:

 Incorrect posting
 Errors in guest folios
 Computer errors
 System glitches.
 Interface errors between systems.
 Errors in source documentation

Common discrepancies are:

1.    Guest name does not match to the room given. How to resolve?

o If the guest is not a registered guest - they will be asked to pay for all services,
they received.
o Check any room changes at the front office or reception desk.

2.    Incorrect prices have been posted.How to resolve?

o To process correction, remove the total charges from the account.

o If the quantity is incorrect and the amount has been entered correctly change the
total charge for an item.

Note: Only staff with supervisory status can complete these processes.

Financial systems are:

 Petty cash
 Floats
 Debtor control
 Cashiering
 Banking procedures

3.    Verify and reconcile room rates and room status. There is discrepancy when a room is shown as
occupied on the status report, but there is no data in the guest file. Reasons for this discrepancy may
include:

 Incorrect room number has been written.

 Guest information has been misfiled.
 Guest has been transferred to another room.

4.    Suggests internal financial system and control for improvements in the property’s
operation.

TOPIC 2: COMPLETING ROUTINE RECORDS AND REPORTS

1. Accurately complete routine records and reports. Examples of records and reports are:

 Room rates
 Occupancy

Page 23 of 26
  Arrivals and departures
 Sales performance
 Breakdown of department
 Commission earnings
 Supplier activity
 Sales return
 Commercial account activity
 Foreign currency activities

2. Forward reports promptly to the appropriate person/department. Distributing reports in a

timely manner is important because it helps the management to set plans for operational activities, set new
targets and plan promotional activities.

LESSON 2: PROVIDING CASHIERING SERVICES

TOPIC 1: PREPARING GUEST FOLIO

All guest charges and payments are recorded to the guest accounts by using the guest folio. In a non-
automated operation, guest folios are stored in a front office folio tray arranged by number.

1. Unposted or late charges are checked with other departments. All unposted or late charges are
posted in the property’s computerized system.
2. Print guest folio. Printing the guest folio is also available in a CRS. To complete this action, you
need to configure ‘Folio Printing Task’. To configure look for a ‘Configuration Tab’. Under the
configuration tab click ‘Cashiering’ and select ‘Folio Print Task’.
3. Present guest folio to guest for review and approval.

TOPIC 2: COLLECTING CASH, CASH EQUIVALENTS OR NON-CASH TRANSACTIONS

Always ask the guest about his/her preferred method of payment. For example: “Mr. Rothe do you still
want to pay with your VISA card?” Then, proceed to the steps below in handling cash at the front desk:

1. Accept and count cash in front of the customer. Guests may intentionally try to confuse you
during financial transactions. To avoid confusion on how much cash was received, place bills
lengthwise across the register until the end of the transaction.
2. Process credit cards or debit cards. Ask the guest for a copy of the credit card to process the
payment. Do not honor cut or damaged cards.
3. Process payment through accepted foreign currency. If your hotel does not offer this kind of
service, make sure to direct guest to the nearest bank or foreign exchange bureau. Below, are the
common procedures and guidelines:

Page 24 of 26
  Know which currencies your property will exchange.
 Confirm exchange rate (cash, travelers check)
 Inform your guest what the hotel exchange rate is.
 Collect foreign currency from guest.
 Give correct amount of cash.

4. Process travelers check. Get the guest signature on the check and record the amount and the check
order number on the guest folio.
5. Process other billing settlement. Other billing settlement may include:

 Mini bar payments

TOPIC 3: PROCESSING RECEIPTS AND PAYMENTS

Always remember that a receipt is issued after a payment has been made. Print a guest folio/account when
a guest checks out and give to the guest. Guest folios are usually in duplicate, so the cashier has a copy.
Here are the three important steps in processing receipts and payments:

1. Process accurately cash, cash equivalents or non-cash transactions received from guest.
2. Issue and present correctly receipts to guest.
3. Record transactions to guest account in the computerized system.

TOPIC 4: RECONCILING FINANCIAL TRANSACTIONS AT THE END OF THE SHIFT

1. Perform balancing of cash float. As a staff member you need to assure that the total amount in the
float is accurate with the actual amount in the cash drawer. It is a common practice to count the float
before signing for it.

2. Segregate and accurate count cash, cash equivalents and non-cash documents. Notes and
coins are always counted first, followed by non-cash transactions and then by all other transactions.
Examples of non-cash documents are:

 Vouchers
 Posting charges
 Other financial transactions.

Same type non-cash transactions are added together, and the total are entered into the appropriate space
on the summary sheet. Double check the information as you complete reconciliation. For example:

 Check appropriate authorization on all bank card transactions such as, signatures and valid dates.
 Personal checks are reviewed.
 Documentation for payment account is complete.

3. Balance of computerized system and sum of cash and non-cash transactions are accurately
determined, tallied and balanced. To balance, add the total of each group of cash and non-cash
transactions on the cash summary sheet to arrive at individual balances. To arrive an overall total for the
register or terminal add all the individual balances.

4. Project and process transactions.

Page 25 of 26
5. Close cashier’s accounts properly.

6. File and store properly source documents.

Page 26 of 26