INTRODUCTION TO FRONT OFFICE SERVICES
UNIT 1: The Front Office Department e. Night Auditor
Lesson 1: The Front Office Department
The Front Office is the department responsible
in the sale hotel rooms using systematic reservation
methods, registration and assigning rooms to
customers. It fulfils the core activity of the hotels which
is to sell rooms, that is why it is considered as the nerve
center of the hotel.
 FO Department can be organized according to
its specific task, depending on the size of the
hotel. Here is a sample FO organizational chart:
a.
b.
c.
d. e.
f. g.
h. i. j. k. l.
a. General Manager
- Responsible for all aspects of operations at the
hotel, to day-to-day staff management and
guests.
- Lead and make strategic plans for all
departments to support their service culture,
maximize operations and guest satisfaction.
- Work closely with hotel owners and other
stakeholders.
b. Executive Assistant Manager
- Assists the General Manager and the Hotel
Manager.
- Responsible for ensuring a perfect
coordination between all departments.
- Ensures that the operations are of quality's
standard and provide the highest comfort and
satisfaction to guests.
c. Front Office Manager
- Tasked to lead the team;
- Ensures quality service by making effective
decisions in reservation policies and room
assignments; and
- Handles guest complaints with courtesy and
tact.
d. Concierge
- Welcome guests upon arrival;
- Provides service to guests who need
assistance or information; and
- Ensures that the guests satisfaction by
providing personalized solutions such as
suggesting hotel activities and other
recreational activities.
- Works overnight and is responsible for
checking and closing out hotel's financial
activities; and
- When not performing audit activities, a night
auditor performs front office duties.
f. Front Desk Supervisor
- Oversees front desk operations, particularly
the registration of guest; and
- Tasked in supervising front office work shifts.
g. Reservation Supervisor
- Oversees operation pertaining to room sales
and reservations; and
- Tasked to train reservation agents how to
maximize room revenue by providing quick
and efficient service.
h. Uniformed Service
Uniformed Service jobs are critical to the
smooth operation of many hotels. There are
different positions within the uniformed service
area. This includes:
 Bell attendants - Provides baggage service
for guests from the lobby to the guestroom
 Door attendants - Provide curbside baggage
service and traffic control at the hotel
entrance
 Valet parking attendants - Provide parking
services for guests’ vehicles
 Transportation personnel - Provide
transportation services for guests, such as
driving the hotel’s van.
i. Front Desk Agent
- Reserve, register and assign rooms to guests;
and
- Maintain information about the availability of
rooms for sale and vital facts about the hotel
services and facilities.
j. Switchboard/Telephone operator
- Operates the telephone switchboard;
- Handles telephone communication system
activities such as answering incoming calls,
receiving and giving information via phone;
and
- upon request, makes wake-up call to guests.
k. Front office cashier
- In charge of posting charges into guest folios;
and
- assisting guests in settling their accounts.
l. Reservation Agent
- Receives and record room reservation
requests; and
- Creates reservation documents.
 1 Star Hotels - These are usually for budget conscious travellers. These establishments
provide the minimum of services. Facilities are also limited and are often shared with other
guests. If food is available, it is usually just breakfast.
Examples: Go Hotels, Sea Bird Hotel Boracay.
 2 Star Hotels - The hotels are slightly above one-star hotels and may provide more services
and facilities such as larger rooms, better quality furniture, and recreational facilities.
Although more expensive than one-star hotels, these are still considered good value for
money.
Examples: Red Planet, Saniya Resort.
 3 Star Hotels - A very good level of accommodation. Spaces are bigger and have a higher
quality of facilities and services offered compared to one-and-two-star establishments.
Example: Kabayan hotel, Tides Hotel Boracay, Copacabana Apartment Hotel
 4 Star Hotels - Establishments that are upscale in all aspects. Accommodation is refined and
stylish. Service is very responsive and often includes a wide range of facilities. Excellent
attention to detail and hospitality.
Example: Belmont Hotel, Thunderbird Resort and Casino, and Discovery Suites Manila
 5 Star Hotels - These establishments are the very best in the industry. They offer the most
luxurious accommodation and excellent delivery of services.
Examples: Solaire Hotel, Conrad Hotel, Shangri-La Boracay, and Fairmont Hotel
Lesson 2: The Front Office Staff
In the hotel industry, first impressions are very
important because it determines whether a customer
will come back to your hotel or not.
This is where the role of the front office displays
its importance. It is a fact that front office agents are
the first and final hotel staff that customers see when
they avail hotel services—more or less. They also play a
major part as to why guests go back to the hotel. Front
Office Services is not merely performing procedural
tasks, but it is making sure that the hotel leaves a good
impression on a guest.
and revise job descriptions as deemed necessary.
Employees should be actively involved in the process
and should have their own copies of their job
descriptions.
Topic 2: Anatomy of Front Office Staff
It has been established in the previous lessons that the
Front Office Staff are the first and last hotel staff the
customers see when they avail hotel services. That is
why it is very crucial for them to possess and maintain
qualities of good grooming and personal hygiene

Topic 1: Duties and Responsibilities of a Front Office

Staff

It is essential for every workplace to have clear

and well-written job lists and job descriptions in order
to meet the needs and expectations of both the
establishment and the employee. Job Lists refer to an
enumeration of the tasks that an employee occupying a
specific job or position is expected to do. It lists what an
employee must do in order to perform well on the job;
however, it does not give the detailed procedures for
carrying out each task.

Meanwhile, job descriptions are added to job

lists in order to add information. Information may
include reporting relationships (who reports to whom),
additional responsibilities, working conditions,
equipment, and materials to be used in the job, etc. Topic 3: Characteristics of an Effective Front Office Staff
Here is a sample job description of a front desk agent:

It is important to note that job descriptions often

change as time goes by; thus, it is important to revisit
Lesson 3: Front Office Design and Equipment
It has already been established in the previous
lessons that the Front Office Staff is the first and final
hotel staff that customers see when they avail hotel
services. Physically, the front office area, which is
normally located in the hotel’s lobby, is also the first
and final area the customers see and get to experience.
Not only that, but front office staff also carry out
multiple tasks, switching from one task to another.
That’s why it is imperative to have a great front office
design that is not only pleasing to the eye but also
designed to ease the carrying out of tasks.
Topic 1: Front Desk Design
Most of the time, front office operations take
place at the front desk. It is where guests register,
request information and services, settle their accounts,
and checkout.
Front desks are often located in the hotel lobby
where it can be easily seen by guests. Usually, front
desks are three-and-a-half feet high and two-and-a-half
feet deep. However, the front desk can really vary
based on the type of hotel, duties performed at the
desk, and the architectural design of the lobby. The
most important consideration for front desks is its
accessibility to guests.
The figures below show examples of a semi-
automated and an automated front desk:
1. Information Rack contains the record of
registered guest or guest information slips.
2. Automatic Switchboard is a Telephone
switchboard wherein the connections are made
by using controlled switches.
3. Reminder alarm clock - Used to remind front
desk agents or the switchboard operator to
make wake-up calls to guests
4. Registration card rack is a rack where all the
registration cards are placed.
5. Check-in Station is where the guest registration
and check-in process is performed.
6. Room rack contains information about room
types, features, and rates. With this, a front
desk agent can match available rooms
7. Key rack is used to store and generate hotel
keys. However, most hotels nowadays use
electronic key cards instead of metal keys.
8. Date and time-stamping machine – Small device
that stamps the date and time on documents
9. Folio Tray also called as folio bucket. This is
where guest folios (arranged by room number)
are contained.
10. Check-out station is where the guest settles
his/her account and where the check-out
process is performed.
11. Posted voucher rack – A voucher is given to a
guest when purchases are made from the
guest’s room. It indicates the type and amount
purchased by the guest. Vouchers are sent to
the front desk and sent to the voucher rack.
12. Electronic Posting Machine - account posting
machines are used to record on guest folios the
amount purchased by guests. It can also
function as a cash register.
13. A PABX (private automatic branch exchange) is
a telephone system used in businesses that
switch calls between business users on local
lines while also allowing all users to share a
number of external phone lines.
14. Reserve key drawer (pulled out) is a drawer
where reserve hotel keys are placed.
15. Telephone is a telecommuncation device that
allows users to make and receive calls.
16. Hold-mail rack contains mail that is received
and held at the hotel at the requests of hotel
guests.
17. Cash drawer is used in storing cash and other
valuable items.
1. Automatic Switchboard is a telephone
switchboard wherein the connections are made
by using controlled switches.
2. Reminder alarm clock - Used to remind front
desk agents or the switchboard operator to
make wake-up calls to guests
3. Registration Card Rack is a rack where all the
registration cards are placed.
4. Date and time-stamping machine – Small device
that stamps the date and time on documents
5. Check-in/Check-out station is where the guest
registration, account settlement, and check-
in.check-out process is performed.
6. Printer is a device that prints electronic
materials such as guest folios, forms and folios.
7. Posted Voucher Rack - A voucher is given to a
guest when purchases are made from the
guest’s room. It indicates the type and amount
purchased by the guest. Vouchers are sent to
the front desk and sent to the voucher rack.
8. Computer is a machine or device that can store
large amount of data and can process and run
software such as Hotel Management Systems
and Hotel Reservation Systems.
9. Folio Rack also called as folio bucket. This is
where guest folios (arranged by room number)
are contained.
10. Supporting Equipment
 Credit card imprinter – Used to press a
credit card voucher to the guest’s credit
card.
 Magnetic strip reader – Small electronic
terminal that sends information on the
guest’s credit card to the credit card
company’s verification service.
 Fax machine – An electronic device that
uses the telephone system to send physical
document copies.
11. Check-in/Check-out station is where the guest
registration, account settlement, and check-
in.check-out process is performed.
12. Printer
13. Posted Voucher Rack - A voucher is given to a
guest when purchases are made from the
guest’s room. It indicates the type and amount
purchased by the guest. Vouchers are sent to
the front desk and sent to the voucher rack.
14. Computer is a machine or device that can store
large amount of data and can process and run
software such as Hotel Management Systems
and Hotel Reservation Systems.
15. Telex machine A PABX (private automatic
branch exchange) is a telephone system used in
businesses that switch calls between business
users on local lines while also allowing all users
to share a number of external phone lines.
16. Key drawer is used in storing hotel metal keys
or key cards.
17. Telephone is a telecommuncation device that
allows users to make and receive calls.
18. Hold-mail rack contains mail that is received
and held at the hotel at the request of hotel
guests.
19. Cash drawers is used in storing cash and other
valuable items.
20. Cash drawers
 7. Be cautious when replying to all.
 Do not click reply to all if your message to a single
person is not relevant to others.
8. Check your attachments.
 If you have attachments, state it in your message.
Example: Attached in this e-mail is…
Attached herewith...
 Rename the files before attaching it. Avoid sending files
with informal titles.
 Make sure there really is an attachment if you say so.
 If you are sending large files, ask permission first. If the
file is directed to the drive, also state it in your e-mail.

Here are some rules when sending emails:

1. Know the difference between the BCc and the Cc.

 BCc stands for Blind Carbon Copy while Cc stands for Carbon Copy.
 When you use the BCc, the email address of those you sent the
message to will not be visible to others. On the other hand, when you
use the Cc, the e-mail addresses will be seen by others.
 Use the BCc when the recipients do not know each other. This will
ensure their privacy. You can use the Cc when the recipients belong
to the same workplace
2. Always add a subject.
 Your subject should contain what your e-mail is about. Make your
subject sound professional. It should also be clear and concise. Avoid
using ALL CAPS as it may look like you are shouting to the receiver.
3. Address the recipient properly.
 Know your recipient. Know his/her full name and position. Add
salutation.
4. Compose your e-mail as if composing a formal letter.
 Take note of your proper capitalization, punctuations, and grammar.
5. Include sign-offs before your name.
 Example: Sincerely, Respectfully yours, Regards,
6. Limit your signature to 5-6 lines only.
Lesson 4: Performing Clerical Procedures To run a business effectively it is important that you are
able to utilize the types of office documents as shown
Introduction
below
Processing office documents are part of the
daily duties of front office staff in accordance with the
establishment’s procedure. This may include, but is not
limited to:

 Customer records
 Incoming and outgoing correspondence
 Business accounting
 Memos

A memo is a piece of correspondence used internally in

an organization for staff or employees to send messages
to one another. It can be brief and is usually semi-
formal in nature.

 Sources of Reservation
o Modes and types of reservations
 Telephone
 Walk-in
 Online
o Manual reservation
o Computer Reservation System

automatically.

Topic 2: Front Office Forms

Topic

3: Front Office Systems

Topic 4: Reservation Related Documents
UNIT 2: Dealing with Customers
Lesson 1: The Guest Cycle
Topic 1: Pre-arrival Stage
The pre-arrival stage is a crucial stage of the
guest cycle for establishments since this is where the
guest decides what hotel to choose.
The factors that are commonly considered by guests
when choosing a tourism establishment are:
 Previous experiences with the establishment
 The establishment’s advertisements
 Recommendations from travel agents, friends,
or business associates
 The establishment’s location
 The establishment’s name or the name of the
hotel chain operation
Another consideration considered by a guest is
the ease of making hotel reservations. Thus, if a FO
staff or the hotel’s system is incompetent when
receiving reservation requests, guests might be turned
off to stay at your establishment.
How a front office reservation agent also
describes the hotel’s services and amenities is crucial
to getting reservations. The agent must be quick,
accurate, detailed, and polite when responding to
callers’ requests and queries.
Topic 2: Arrival Stage
The arrival stage focuses on the check-in
activities of the guest. It includes:
 Registering the guest
 Assigning a room and rate (for walk-in guests)
 Determining methods of payment (for walk-in
guests)
 Identifying a departure date
 Escorting or directing the guest to the room
 Club membership
Topic 3: Occupancy Stage
When the guest arrives at the room and accepts
it, the occupancy stage begins. The occupancy stage is
considered as the center of front office activity. The
front office plays a major role during a guest’s stay at
the hotel.
For example, the front office is the one who
provides information and supplies when the guest
requests it. It is the main source of service that the
hotel supplies. The FO staff should perform these tasks
well because this will determine whether a guest will
repeat his/her stay at the hotel.
Some of the services that a guest may acquire
during his/her lodging are:
 Purchase of food and beverages
 Use of telephone
 Gift shop purchases
 Laundry Services
 Inquiries
These transactions should be well recorded and
processed according to the FO posting and auditing
procedures.
Preparing a guest folio and conducting night audit will
be discussed in Module 2: Providing Front Office
Services, Unit 3: Evaluating Front Office Financial
Activities.
Topic 4: Departure Stage
The departure stage is the final stage of the
guest cycle and involves the guest’s check-out process.
When checking out, the guest vacates the room,
receives a statement of account for settlement, returns
the room keys, and leaves the hotel.
When settling the guest’s account, confirm
whether the guest would pay by cash or by credit card.
Account balances should be checked for error before
the guest leaves the hotel. There are instances were
late charges occur. These are charges that were not
posted to the guest folio until after the guest has
already checked out.

When the room is already vacated, the

guestroom’s room status is changed and the
housekeeping department is notified.

Finally, the departure stage is when the front

office staff determines whether the guest was satisfied
with their service. The front office staff must not forget Topic 2: Room Rates and Meal Plan
to ask for guests’ feedback, may be verbal or written, to
assess the quality of the hotel services they
experienced. At this stage, the front office may also
encourage the guest to acquire the hotel’s services once
again. This could be the beginnings of a guest history
record.

A guest history record contains the personal

and financial information of guests that would help in
the development of the hotel’s marketing strategies.
With this, the hotel’s services may also be customized
according to the client’s needs.

Lesson 2: Promoting Products and Services to Guests

Introduction

It is essential for front office staff to develop

excellent product and service knowledge to optimise
sales within the venue and to encourage visitors to
spend more time and to acquire more products and
services.

To achieve this, front office staff must develop a

detailed and accurate knowledge on the:

 layout of the hotel’s property

 different rooms available Topic 3: Developing and Updating Local Knowledge
 room rates
 facilities available in room and throughout the
property
 discounts available to nominated guests types
 payment methods,
 booking requirements
 cancellation and refunds

Topic 1: Product and Service Knowledge

 Lesson 3: Handling Customers’ Complaints

Topic 4: Types of Guests

Topic 5: Sales Techniques at the Front Desk

Introduction

Properly handling customer complaints must

never be overlooked by the hotel staff. As part of the
front office, most likely, complaints will be directed to
you. This lesson will explain the importance of handling
guest complaints and how you, as office staff, should
handle these kinds of issues.

Topic 1: Identifying Customers' Complaint

 There are different methods in resolving and
dealing with customer complaints. One of the most
effective models used is the AQUA Model. Watch the
video below to see how to properly handle customers'
complaints:

 Proper handling of customer complaints must

never be overlooked by the hotel staff. There
are several techniques on how you can handle
customer complaints. One which is what we call
AQUA Model. AQUA Model stands for:
o A – Acknowledge
o Q – Question
o U – Understand
Topic 2: Dealing with Customers’ Complaints o A – Answer
 The first thing you have to do in the Aqua model
is to encourage the customers or guests to
explain their problems that is causing the
complaint. This shows that you are
acknowledging that there is a problem and is
willing to help the guests.
 The next step requires you to ask questions to
clarify the situation and get the details of the
problem to understand the exact nature of the
complaint. This also demonstrates your sincerity
in resolving the problem of the guest.
 After clarifying the situation, you can now
proceed to the next step which is to
understand. This step demonstrates that you
have really understood the complaint of the
guests or customers. This can be done by
paraphrasing the things they have relayed while
taking in consideration their emotions and
other elements causing the problem. This helps
calm down the customer by showing them that
you have paid attention to their complaint or
complaints.
 And finally, the central point of the whole
process is providing answer or resolving the
customers’ complaints and or problems. Make
sure to provide the appropriate solutions to the
customers’ complaint to avoid aggravating the
situation. If you feel that it is beyond your
expertise, politely refer the complaint to the
appropriate authority.

Topic 3: AQUA Model

Providing Front Office Services

 Unit 1: Handling Reservation Request
Lesson 1: Receiving and Processing Reservation
Request
Topic 1: Processing Reservation
Reservation is one of the most vital process 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
 Reservation is a booking or request for some
time in the future.
 Reservation is the process of booking rooms
before the arrival of the guests to ensure their
availability at the time the guests check in.
 Reservation involves matching a guest’s precise
request for a room at a price with room
availability, recording such requests and
confirming the reservation.
Types of Reservation
Guaranteed Reservation - ensures the hotel will
hold a room until a specific time of guest’s scheduled
arrival date. The following are the variations of
Guaranteed Reservation:
1. Prepayment
2. Credit Card
3. Advance Deposit
4. Travel Agent Guaranteed Reservation
5. Voucher or Miscellaneous Change Order (MCO)
6. Corporate
Non-Guaranteed Reservation - ensures the hotel
will hold a room 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.
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.
 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.
 Credit Cards - The front desk agent uses a
credit card imprinter to fill out portions of a
credit card voucher.
 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.
 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.
 Travel Agent Vouchers - Travelers pay the
travel agent in advance for their transportation
and room charges and the travel agent
guarantees the client’s reservation.
 Advance Deposit - Requires the guest to pay
the hotel a specified amount of money before
arrival.
Sources of Reservation
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:
  Over the telephone – customers dial the
establishment directly
 In person – the customer comes into the
establishment and communicates directly with
the staff.
 Mail – in some countries today this is almost an
extinct form for making a reservation
 Email – through an email address
 Facsimile (fax) – this is another form of
communication being replaced by technology.
 Internet – online bookings via a website.
 Third party reservations – using a reservation
company to make a booking for you e.g. Agoda,
Booking.com, Tripadvisor, Traveloka.
 Central reservation service – a central
reservation service that controls reservations
for several venues.
 Same chain referral – a reservation referred
from another establishment belonging to the
same group.
 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
 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:
o Group
o Individual
o Corporate
o Government agencies
o VIP’s
o Conference delegates
 Customer profiles:
o Full name of guest and title/company name.
o Address
o Phone, email and other contact details.
  Number of guests
 Date and time - arrival and departure.
 Type of room and room rate per day:
o Standard
o Deluxe
o Suite
o Penthouse
 Method of payment:
o Cash
o Credit card
o 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:
 Manually
 Electronically
3. Clearly record guest special requests. Special
requests may include:
 Baby crib
 Welcome streamer and bouquet
 Wake-up call
 Nonsmoking 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.
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 matches 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
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 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.
Procedures for Documenting Amendments
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
Types of Reservation System
 The reservation agents need a system that will  Individual profiles. Reservation for first time
enable them to check whether a reservation request is guests automatically creates an individual profile.
possible, record the booking, and retrieve the booking Individual profile contains the guest’s personal
at the appropriate time. There are two types of information. However, individual profile is not
reservation system: only associated with guests but also with other
people like the hotel employees.
1. Manual Reservation System
 Company profiles. Common information stored in
Uses manual charts, calendar, booking
the company profile are, catering functions with
sheets, diary, forecast board or room rack and
the establishment, the businesses who sponsor
used by smaller establishments. The manual
guest reservation, and the different hotel partners
reservation system is cheaper, labor intensive
who provides goods and services to the
and requires duplication in filing.
establishment.
2. Computerized Reservation System
 Source profiles. Information about the
Displays a reservation screen to input
organizations or individuals who brings business
guest’s information and requests. The
in are stored in the source profiles. Examples:
advantages of computerized reservation system
Agoda, Booking.com.
are:
 Contact profiles. Stores the information about the
 Up to date “real” time information.
people who serves as the interface between the
 Greater reporting ability - marketing and
hotel staffs and the guest or business account.
profit.
 Group profiles. These are the profiles of the
 Less staff required.
hotel’s affiliations sponsoring businesses in the
Computer Management Software establishment. Group businesses are typically
one-time affair like weddings, family party,
Reservations Software
reunions, etc.
Part of a computerized front office system that  Travel agent profiles. Accounts or information
allows a hotel to use a central reservation system and about the professionals who books a reservation
helps front office employees to quickly process room for their clients are stored in this profile.
requests. An example of computerized front office
After, identifying the profile type. Some CRS will pre-
system is OPERA.
qualify the guest by entering the following information:
Rooms Management Software
1. Arrival date and number of nights.
Part of a computerized front office system that 2. Number of adults or children.
maintains current room status information, assists in 3. Departure date.
assigning rooms and rates during registration, and helps 4. Number of rooms.
front office personnel coordinate guest services.

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

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.
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:
The CRS will then search for a 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:
 1. Arrival and departure.
2. Room type and rate code.
3. Res. type
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
 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.
 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 2: Providing Accommodation, Reception, Club
Reception and Concierge Services
Lesson 1: Providing Accommodation Reception
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 a 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:
 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:
 Nonsmoking 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.
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.
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 request 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.
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:
 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:
 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:
  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
To lift easily and effectively a heavy luggage, use an
 Meal arrangements.
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.
Rooming the Guest
Topic 3: Responding to Request for Concierge Services
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.
 Keep the back straight.
 Bend the knees.
 Lift the luggage.
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 transactions by checking the code of numbering
ensure effective response to concierge service system of an item on a guest account. To
request. validate the record, the night auditor may take a
representative sample of guest accounts and
Topic 4: Managing Intoxicated Person
individually check them for accuracy of charges.
“Intoxicated” is the body's reaction to having alcohol in To ensure only legitimate charges are posted, a
the human system. As a front office staff, it is critical to transaction code identification and a docket or
know the early indications of intoxication and to refuse reference number or code will be provided to all
to serve such guests before they become obviously charges made through the hotel’s system.
drunk. 2. Identify and reconcile financial and system
discrepancies. Discrepancies may include:
1. Determine levels of intoxication of customers.
 Incorrect posting
Signs of intoxication may include:
 Errors in guest folios
 Loss of coordination. Ex: being clumsy.
 Computer errors
 Change of speech. Ex: having trouble talking in a
 System glitches.
normal manner.
 Interface errors between systems.
 Mood, behavior and conduct. Ex: wanting to
 Errors in source documentation
cause argument.
 Quantity of alcohol consumed. Smell of alcohol.
Common discrepancies are:
 Body language. Ex: smiling even upset.
1. Guest name does not match to the room
2. Refer difficult situations to an appropriate person.
given. How to resolve?
Appropriate person may include:
o If the guest is not a registered guest -
 Supervisor or manager. They will make or
they will be asked to pay for all services,
authorize courses of action to take.
they received.
 Security. They will have the expertise to deal
o Check any room changes at the front
with the manner.
office or reception desk.
 External person. Ex: police.
2. Incorrect prices have been posted.How to
3. Apply appropriate procedures to the situation.
resolve?
The following should be included in an enterprise
o To process correction, remove the total
or house policy:
charges from the account.
 Expected standards of behavior of customers.
o If the quantity is incorrect and the
 A list of those not to be served alcohol.
amount has been entered correctly
 Limits for cocktails, shots or shooters.
change the total charge for an item.
4. Apply legislative requirements. A safe and legal
Note: Only staff with supervisory status
operation should include:
can complete these processes.
a. Establish an enterprise policy covering:
 Laws and regulations. Financial systems are:
 Roles and responsibilities of staff
 Petty cash
 Serving strategies.
 Floats
 Refusal of service
 Debtor control
b. Avoid promotions that encourage irresponsible
 Cashiering
consumption of alcohol.
 Banking procedures
c. Train staff in responsible service of alcohol
3. Verify and reconcile room rates and room status.
d. Identify and address potential difficult
There is discrepancy when a room is shown as
situations.
occupied on the status report, but there is no data
e. Create the right atmosphere.
in the guest file. Reasons for this discrepancy may
include:
Unit 3: Evaluating Front Office Financial
 Incorrect room number has been written.
Activities
 Guest information has been misfiled.
Lesson 1: Conducting Night Audit
 Guest has been transferred to another
Topic 1: Processing Internal Financial Transactions
room.
1. Double check transactions to ensure that they
4. Suggests internal financial system and control for
have posted in the property’s computerized
improvements in the property’s operation.
system. Transactions may include:
 Food and beverage. Topic 2: Completing Routine Records and Reports
 Mini-bar
1. Accurately complete routine records and reports.
 Laundry and other services.
Examples of records and reports are:
 Inter-department vouchers.
 Room rates
Double check and validate transactions and
 Occupancy
charges. - The night auditor will validate
 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:
 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.
5. Close cashier’s accounts properly.
6. File and store properly source documents.