Lecture 2.1
Preparing the Reception Area
1. File as you work – Always file paper phone
before you begin another activity in your work
area.
2. Keep you work station clean and tidy – Throw
away useless papers and check for the
functionality of your equipment.
3. Maintain a par stock of supplies.
4. Prints Arrival List – At the end of the day, print
arrival list due to the following day.
5. For VIP guest, double check if all guest arriving
have rooms according to their request or
needs.
6. Input special request on the system – Endorse
to apt. department’s special request in the
property management system.
Lecture 2.2
Welcome and Register Guest
Every known guest must be addressed by
their name and title upon arrival and during service
experience at the establishment.
 Registration is a procedure utilized by hotel
upon arrival of a guest to confirm his or her
stay to the hotel.
 Double occupancy where two people stay and
share in a reserved room without incurring
extra charges.
 Guaranteed n-show it pertains to a guest who
guaranteed his reservation but did not
register in the hotel.
 Late arrival is a guest with reservation who
expects to arrive after the hotel’s designated
time.
 Early arrival is a guest who arrives at the hotel
before his/her reservation.
 No-show describes a situation where the
guest did not register in the hotel, the room is
not in use or reservation has been cancelled.
 Blocked room/number out refers to the room
which was set aside for the incoming guest as
agreed by the hotel and guest company.
 Walk-in is a guest who registers to the hotel
without reservation.
Lecture 2.
PRE REGISTRATION - it involves producing a
registration card in advance arrival, Room, and Rate
assignment, creating guest Folio, and other Function.
CREATING REGISTRATION RECORD -the registration
card requires the guest to provide his/her name,
address, telephone number and other personal data.
ROOM ASSIGNMENT -involves identifying and
allocating Room category.
ISSUING ROOM KEY - For security reason, the front
desk agent or Reception should never announce the
room number when handling a guest room key to o
guest.
Check-in procedure
1. Provide personal greeting.
2. Determine if the guest has Reservation
3. Confirm Reservation information
4. Use up selling tactic (if applicable)
5. Check for messages and packages.
6. Determine method of payment
7. Provide general hotel information.
8. Assess whether assistance is needed.
9. Ask to sign his/her Registration
10. Present Room key.
11. Call bell for service assistance
12. Provide parking information and explain
guestroom information
13. Follow through on special request if any.
14. Place follow up call to guest room.
Lecture 2.4
Escorting the Guest to their Room
1. The FRONT OFFICER introduces a bellman to
the guest.
2. The bellman handles and carries luggage
according to safety standard.
3. The bellman escorts and familiarizes the guest
with hotel's Facilities and service.
4. The bellman opens the door, unloads luggage
and deck the room condition and function.
5. The bellman explains room features and
inquires about any guest need.
6. The bellman leaves the guest room and bids
the guest goodbye.
 Lecture 2.5

It is the receptionist's responsibility to

prepare and update front office Records within
appropriate and designated timeliness, accuracy and
speed are critical here.

Changes to Record may include:

• Updating the Room availability boards/charts

• Room allocating sheets

Where guest request certain services (such as

Room changes, early departure, early arrival and
upgraded, house policies and procedure must be pull
over and where appropriate, the relevant charges
posted to the guest's account,

Also, internal accords must be altered to reflect

the change in-house situation.

Where guest is “no show” or cancellation,

enterprise policies guest must be observed, and
accounts prepared to recover any legitimate changes.

Lecture 2.6

Organizational policies regarding Room changes, no-

shows, extensions and early departure.

A room change form to be completed before

relocation of the guest

The bellboy will move the luggage etc., but will

need to be informed be reception: name of guest,
number of guest, room being moved from new room
number and amount of luggage

Reception staff must make sure that all the

relevant paper is transferred to the ledger under the
new room number, making sure that the information
is changed on the computer, where appropriate.

Extension -is when a guest wishes to stay longer

than their original departure date.

Early Departure - is when a guest is leaving the

establishment before the day that they have originally
indicated.

Cancellation - is a booking that is cancelled price

to the guest's arrival.

During peak periods most establishments requires

one week's notice