Front Office Services/Senior High School Provide Accommodation Reception Services LO2. Welcome and Register Guests 2.1 Welcome Guests warmly and courteously 2.2 Confirm reservation details with guests Week 5 Lesson 2Learning Objectives: At the end of the learning period, the students must be able to: . Appreciate the giving of warm and courteous welcome to guests; . Identify the details that needs to be confirmed from the guest during reception; 3. Perform check-in functions to guests in a sequential manner. p=Pre-Test Arrange the following in its sequential step. On the space provided, write the sequence starting with A as the first step and E as the last step in the process of Check-in. 1. Confirm details about reservation. 2. Issue keys and vouchers, explain use of keys and facilities. 3. Present Registration Card with pen, let guest review sign on the card. 4. Greet the guest with a smile and eye contact. 5. Let porter escort guest to the room.Lesson - Perform Check-in Functions + The moment a guest walks through the doors of the property, the first face-to-face experience starts, that will make a lasting impression. + This ‘moment of truth’ will unfold the way the guest is served. The experience can be positive or negative, and that will determine present and future patronage for the guests. + Efficient front desk management should be of utmost importance to all the hotel staff.Lesson - Perform Check-in Functions + The moment a guest walks through the doors of the property, the first face-to-face experience starts, that will make a lasting impression. + This ‘moment of truth’ will unfold the way the guest is served. The experience can be positive or negative, and that will determine present and future patronage for the guests. + Efficient front desk management should be of utmost importance to all the hotel staff.Lesson - Perform Check-in Functions Professional welcome: Welcome guests on arrival Professional Welcoming Sincere Friendly Polite Body languageLesson - Perform Check-in Functions In all instances, the verbal welcome offered must conform Welcome guests on arrival 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.Welcome guests on arrival “Good morning Sir/Madam! “Good morning “Good morning! Morning Welcome to Mabuhay __ Sir/Madam (or name if ‘Welcome to (depending on Hotel, checking in? you know it) Mrs. Mabuhay Hotel. time of day) | Could I have your name Villabroza. Or please.” How can | help Afternoon Or if you recognize the Checking out? you?” Or guest Evening “Good moming Mrs_| Could | have your room Villabroza welcome back number please. to Mabuhay Hotel!”Welcome guests on arrival + Body language - non-verbal communication, welcoming guests with a warm smile and a friendly tone of voice. * Empathy - take some time to talk to them , offer some kind words to demonstrate compassion and understanding > Practical Help - if the guest appears distressed, offer something to calm him/her down.Determine if the guest has a reservation and confirm and explain reservation details Guests with Reservations: Confirm reservation details » Name = Length of stay Method of payment Special requests « Rate = VouchersDetermine if the guest has a reservation and confirm and explain reservation details Guests with reservation + Their details are contained on the Registration Card (or similar) stored in the Registration Box, which is kept at the reception, filed in alphabetical order, by surname. +* Apre-printed Registration Card indicates the guest that they were in fact expected. + The front desk staff presents the pre-printed Registration Card with information to the guest who then checks the details to ensure they are correct.Determine if the guest has a reservation and confirm and explain reservation details + Guests with reservation + Likewise, the guest makes any necessary changes and signs the Registration card. Regular guests need to sign only as all the information have already been stored in the files unless some needs updating. For VIP guests, the registration is done in their rooms as they are escorted by the Guest Services Officer who makes sure special accommodation is properly | delivered.Determine if the guest has a reservation and confirm and explain reservation details Confirming details of reservation + Where the guest has a booking, their name must first be ascertained — from the Booking Slip or the computer — and then the details of their booking confirmed face-to-face with them.Determine if the guest has a reservation and confirm and explain reservation details Details to verify from the guests are: + Name of the guest/s with special attention to ensure you have the spelling correct; * Contact details of the guest — which may just be their home address or business address but could include phone number and other contact details; + Length of stay including checking the actual departure dates and days + Departure date and time (for example, late check-out or an especially early departure); + Type of Room Requested - briefly explain the type of room allocated to the guest, just in case this is not clear with the guest.Determine if the guest has a reservation and confirm and explain reservation details - Method of Payment Guests may opt for the following: A. Where a credit card is to be used to settle the account it may be standard practice to swipe the card through an EFTPOS machine or manually obtain.Determine if the guest has a reservation and confirm and explain reservation details - Method of Payment Guest may opt for the following: B. If the account is to be charged back to the company (authority to do so has already been established) confirm that this is correct with the guest and check that the charge to details are correct.Determine if the guest has a reservation and confirm and explain reservation details - Method of Payment Guest may opt for the following: B. If the account is to be charged back to the company (authority to do so has already been established) confirm that this is correct with the guest and check that the charge to details are correct.Guest may opt for the following: C. In the case of cash paying guests it is usually hotel policy to collect one night's accommodation plus extra, maybe another night's accommodation cost or a flat fee from the guest when they check in rather than at check out time. Check your establishment's "cash policy." D. Confirm any advanced deposits that have been paid by the guest. Usually this amount is already credited to the guest folio. You could print out a copy or the folio to show the guest the deposit has been recorded onto their accountDetails to explain For example: “the pool is on the 20th floor and open until 10pm tonight if you need to use it or we are having an Italian festival in our Main Dining room and you might like to try it while you are here.” Always explain at least one of your facilities to the guest upon arrival.Decline a guest if appropriate Check the “black list’ Review hotel policies Recommend another venue Full occupancy — no roomsin rson on the Black List may have done any of the following ings: + Damage to the establishment * Been drunk and disorderly + Been noisy + Harassed staff members or guests + Been abusive to staff or guests + Left without paying their account — referred to as a + ‘Skipper’. + Aperson whose name is on the Black List is not welcome in the establishment. * The reception staff should adhere to their establishment's policy and procedure when dealing with people on the Black List and when ‘regretting’ their request for a room.Hotel Policy * Many establishments have a hotel policy not to allow intoxicated, violent or quarrelsome people to check into their hotel. As the staff on reception you will be responsible for "turning away" these guests. You might have to call upon hotel security to help with this task. * It may also be hotel policy to decline guests’ accommodation requests if they will not ores to the Cash Policy conditions. This usually means the guest doesn’t have sufficient means to pay for the room in advance (via cash or credit card) so the hotel will decline the request.Hotel Policy + Hotel policy dictates that guests who arrive with no luggage and no reservation are treated differently to guests with reservations. The Cash policy will apply to this type of guest unless they choose to pay by credit card. «It is often standard policy to recommend an alternative venue to guests when declining a guest.Complete the Registration Process + Registration Card - a document indicating pertinent information about the guest that must be signed by the guest before a room can be given. It is important to secure the guest's signature. The staff must secure a proof of guest identity which may be a passport (if foreign national) and/or visa, a driver's license or government issued ID (for locals).Complete the Registration Process * Arrival/Departure date * Passport number — * Arrival time international guests may be * Departure time (may include required to provide a passport late check out) number * Guest's Name * Nationality — reports may be * Guest's address printed to ascertain the * Room type establishment * Payment details * Number of rooms * Number of guests * Guest’s signature * Birth dateRoom Kunber Nice Hotel Towers ‘cast and 850 EDSA, Makati City Arrival Date Departure Date Payment Room Preference Rate Signature (By signing the above, I hereby confirm all details contained herein are Check-in time is 3pm correct and agree to abide by hotel policies) Guest Name Company Address Telephone Checkout time is 12pmIssue keys and vouchers as required Key cards and keys: + Energy saving tee | + Security . | Vouchers: Tigre 4 tl teyCrd “eve SowKeyGrdedintortock] + Asa form of payment from travel agents + Exchanged for services such as a “complimentary drink”Issue keys and vouchers as required + If guests book their accommodation through a travel agent or airline they may be issued with ‘vouchers’ for various aspects of their trip. These vouchers are documents used in exchange for services provided by the establishment. Some vouchers may be for flight, accommodations, breakfast, free drink or use of some facilities which may have been arranged with the travel agency. Be sure to read all vouchers carefully and then politely make a point of explaining to guest exactly what the vouchers cover, and what they do not cover.Activity SCRIPTED CONVERSATION Make a script of the check-in process from welcoming and greeting the guest to giving the key card. Assume that the guest has a reservation. Write down your own set of assumptions, the details of which can be found in the Registration Card . Present your script to your teacher and send her a copy of this script. Be sure to use polite words in your conversation with the guest. Write your script on the space provided on the Activity Sheet #14.