Front Office Services NCll

Core Units of Competency

1. Receive and process reservation
2. Operate a computerized reservation system
3. Provide accommodation reception services
4. Conduct night audit
5. Provide club reception services
6. Provide concierge and bell services
7. Provide cashiering services
 Introduction
Front Office Department – is responsible for the sale of hotel rooms through
systematic methods of reservation.
- first and last point of contact for a guest.

Front Office - Is a very critical service unit because the

first contact of the guest and prospective
patrons in the hotel are the front office
personnel.
 Duties of front office
personnel
Door
NIGHT
Attendant
AUDITOR
RECEPTIONIST
CASHIER

FRONT OFFICE CONCIERGE

BELL BOY PERSONNEL

RESERVATION
FRONT OFFICE AGENT
MANAGER
TELEPHONE
OPERATOR
The first two division are directly involved in operations
and service delivery. They are said to be at the “Front
of the house” and “At the back of the House”

Front desk – that looks after the registration of hotel guest and
serves as communication and information center.
Reservation Section – which handles inquiries and reservations for
room booking;
Bell Service – which is responsible for escorting guest during check
in and check out also for attending to guest luggage and for doing
errands for the front desk.
Front Office Cashiering looks after the preparation of bills
and the settlement of guest court.
Concierge/Guest’s Relations Assistance is the section that
attends to various forms of guest services like tour and travel
assistance, directions to point of interest, confirmation of airline
tickets, booking for cultural shows, car hire and other services of
this kind

Business Center - handles special services like

computer service , fax, email, Xerox, souvenir
items, etc.
 Front Office Organization Chart

General Manager

Assistant Manager

Front Office Manager ------ Night Auditor

Front Desk Reservation Switchboard Front Office

Bell Service Concierge
Agent Agent Operator Cashier
 Receive and process reservations
• Received reservation request
• Record details of reservation
• Update reservation
• Advise others on reservation details
 OVERVIEW ON RESERVATION
Reservation may be received and processed by
arrange of tourism operators such as:
• Accommodation suppliers e.g. hotels,motels, guest houses, and resorts
• Transportation suppliers e.g. buses, limousines, airlines, and ships,
• Day and extended tour operators
• Rental car companies
Reservation system
may be:
• manual - economical and
mostly used by small
hotels

- more preferred especially

• computerized
for compiling reservation
statistics
 Sources of Reservation
Phone – most commonly used by the general public because
its ubiquity
Facsimile – used by corporate accounts
E-mail – generally used by corporate accounts
Face to face – used by clients or booking person who are near.
Internet – accessed by those who prefer to do most
transaction online.

NOTE: In delivering good customer services, the F.O clerk is

expected to smile while on the phone especially in opening
the call because the smile perceived by the caller
nonetheless.
 Types of reservations

Guaranteed reservation the hotel assures the

guest that required rooms shall be blocked after
confirmation. Under this, the hotel agrees to hold a
room for a specific time of reservation following the
scheduled day of arrival.
Non- Guaranteed reservation is a provisional
reservation. In this reservation, neither there is any
legal process of confirming the room nor is any
payment for the advance deposit made. The hotel
agrees to hold the room until the reservation
cancellation hour ( 6p.m ) on the day of arrival.
Reservation may be for:
• Individuals
• Groups
• VIPs

Product Information & Features

Sample Policies

Daily Check-in - 2:00 P.M

Daily Check-out - 12:00 (noon)
Early check-in or late-out will be charged an additional 50% of the room rate (over 2 hours)

Payment: 50% Down Payment upon check in and 50% Full Payment upon check-out
6 o’clock policy:
means that the guest with reservation
is required to arrive not later than 6 o’clock
PM of the arrival date. If he does not show
up within this cut-off time, the hotel has
the right to give way to other guest using
the room reserved for him.
Type of rooms and amenities
Single Standard Room
Electronic guestroom locks, Remote-
controlled LCD color television with cable,
Individual adjustable air-conditioning
system, Coffee and tea making facilities,
Hot & Cold Shower
Room rate per night: 2,000.00 Php

Twin Standard Room

Electronic guestroom locks, Remote-
controlled LCD color television with cable,
Individual adjustable air-conditioning
system, Coffee and tea making facilities,
Hot & Cold Shower

Room rate per night: 3,500.00 Php

Superior Room (Queen Bed)
Electronic guestroom locks, International Direct Dial
telephone with voice mail facility, Fax/modem port,
Broadband internet services, Remote-controlled LCD color
television with cable, Individual adjustable air-
conditioning system, Fully-stocked mini-bar, Coffee and
tea making facilities, Personal safe, Bathtub, Hot and Cold
Shower
Room rate per night: 10,000 Php

Executive Room (King Bed)

Electronic guestroom locks, International Direct Dial telephone
with voice mail facility, Fax/modem port, Broadband internet
services, Remote-controlled LCD color television with cable,
Individual adjustable air-conditioning system, Fully-stocked
mini-bar, Coffee and tea making facilities, Personal safe,
Bathtub, Hot and Cold Shower, I-pod dock, Adjoining Living
Room Area, Jacuzzi, Hot and Cold Shower

Room rate per night: 20,000 Php

Availability Board Terminologies
Early Arrivals – date of early arrival until original arrival date.
Early Departure – from original departure to new departure date.
Walk-ins - date of arrival until date of departure.
Extension of stay - old departure date to new departure date.
No-shows (NS) – room is reserved but the expected guest did not arrive.
Slept Out (SO) – guest is assigned a room but did not sleep on his bed.
Out of order (OOO) – room is under renovation or not fit for occupancy since it requires repair or maintenance work.
Vacant Dirty (VD) – vacated but not ready for occupancy since it is still dirty or still being made up. It is also termed as
ON-CHANGE.
Vacant Ready (VR) – vacant room, already made up and ready for occupancy.
Occupied (Occ) – occupied by a paying guest.
Free Independent Traveller (FIT) or Foreign Individual Tourist - refers to a tourist or a traveller
who is travelling alone or is not with any tour group.
Very important person (VIP) - refers to a well renowned guest like a high ranking official or an
executive who warrants special treatment and handling.
Very, very important person (VVIP) - is a highly renowned person who deserves extra special treatment. Example:
dignitaries, ambassadors, etc.
Blocked (BLO) – reserved for a guest who is expected to arrive within the day.
House Use (HU) – occupied or reserved for hotel officers or staff.

Green – for vacant clean – ready for sale

Yellow – vacant dirty – not yet ready for sale
Red – occupied room
Orange – reserved or blocked for expected arrival
White – out of order room
 PHONETICS ALPHABET

A – Alpha N – November
B – Bravo O – Oscar
C – Charlie P – Papa
D – Delta Q – Quebec
E – Echo R – Romeo
F – Foxtrot S – Sierra
G – Golf T – Tango
H – Hotel U - Uniform
I – India V – Victor
J – Juliet W – Whiskey
K – Kilo X – X-ray
L – Lima Y – Yankee
M – Mike Z - Zulu
 Availability Board
Month

Single Standard Double Standard Superior Executive Suite

March

101 102 103 104 201 202 203 204 301 302 303 304 401 402 403 404
1 ooo
2
Occ
3
VD ooo VR
4 Occ
5

It is a visual guide that shows what rooms can still be offered or sold to would-be guests. By simply referring
to the dates and the type of room, one will be able to determine whether a certain room type is available on
a specific date.
 ROOM RESERVATION FORM

Guest Name: No of Room Night: No of Pax:

Address: Type of Room Accommodation
Standard Executive
Tel. No:
Superior
E-mail Address: Billing Guaranteed
Cash Yes
Booking Pers:
Credit Card No
Tel. No:
Credit Card No.
Arrival Date:
Time: Bank Code Type

Flight Details: Expiration Date

ETA:
Departure date:
Time: Charge
Flight Details: Company Name
ETD:
Guest type: Special Arrangements:
FIT
Airline Crew Reservations received by:
Travel Agency Account
Corporate Account Date: Time:
Overbooking (Overselling)
Based on the availability on any given night, a hotel may sell more room than are actually in
inventory.

Using the historical record, a hotel may oversell in order to offset of the negative factors
that determine availability.
 Check-in procedures
Steps/Procedure:

1. Welcome and greet the guest.

2. Check the arrival list if he is in the list of expected arrivals. If not in the list he is considered a
walked-in guest.
3. For guest who is considered a walk-in client the desk clerk must first ask the guest’s preferred
room and then check the room status Bulletin.
4. Verify reservation details if the guest is pre-registered
5. Check entries in the registration form and make sure that all information required is written in
the form.
6. After the guest completes the registration form the desk clerk must ensure that the
registration details are complete, correct and legible.
7. Endorse the registration form to the Front Office cashier for bill statement.
8. Once the bill is settled, prepare the Guest ID and give it to the guest.
9. Call for a bellboy to accompany the guest to his room. Mention the guest’s name and give
rooming instructions.
10.Wish the guest a pleasant stay.
 “Good morning Mr. Jones. Welcome to Pomona Hotel

Welcome him back if he is a repeat patron.

Welcome back. We are glad to see you again”

Ask for the guest’s name if not known to you. Say: “ May I have your name? “ After getting
the his name , check the arrival list if he is in the list of expected arrivals ( with
reservation). If not in the list, he is considered a walk-in guest without reservation.

Never ask: “Do you have reservation?” this sounds offensive and gives the guest an
impression that only those with reservation are favoured.

“Miss Quiroz, we have a confirmed booking for you under the name of Mitsui and Co. For verification
ma’am, your family name is Quiroz, which is spelled as Q, u, i , r , o, z is that right? You will be staying
for two nights and your departure will be on November 15th. Your booking is guaranteed by Mitsui
and Company so you can sign under your room account. May I request you to further check the
details in your registration form to sign your name?

“Have a nice day Ms. Quiroz. We hope you will enjoy your stay with us. Don’t hesitate to call the
Front desk should you need any assistance.”
If the guest is a walk-in client, (no reservation, not in the arrival list
and not pre registered) the desk clerk must first ask the guest’s
preferred room and then check the room status bulletin board if it is
available.
He must check room with status of “vacant ready”.
It is possible that the preferred room is available but not yet ready. The status is “
vacant dirty”. In this case, inform the guest but encourage to take another room if he
does not want to wait.

“At the moment Mr. Jones, the available double deluxe room is still being made up. Do
you want to settle for a king double deluxe instead?”

“While waiting for your room, would you like to enjoy a coffee break at our coffee
shop or would you rather entertain yourself with someone magazines at the lounge?”
With the proliferation of criminals, bombers and rebel group that
have victimized various establishments everywhere in the world ,
every hotel need to be more vigilant in ensuring that dangerous
people who registered in hotel will be properly identified and
prevented from possibly victimizing the hotel and it’s guest
background, contact number and address.

Its is common practice among hotels to share information about

guest who are blacklisted due to robbery, skipping bills, etc. The
desk clerk must check guests’ name against the list before
accepting them for registration.
 Escort the guest o room after check-in
Steps/Procedure:

1. After receiving the room key and rooming instructions from the front desk agent, courteously inform
the guest that you will be escorting him/her to the room.
2. While on your way to the room and pushing the cat alongside with the guest, orient him/her about
the hotel facilities and services.
3. When you reach the elevator, push the up button and wait.
4. When the elevators opens, push the bell cart in first towards the left side and then, let the guest
enter while you follow right behind.
5. Stand next to where the elevator buttons are and push the button for the right floor.
6. When on the right floor, inform the guest of the direction of the room and let him/her step out of the
elevator first and follow behind as you push the bell cart.
7. When you reach the room, knock twice or activate the door bell( if there’s one) while uttering “Bell
Service” before entering the room to verify if there is someone inside before opening it for the guest.
8. Use the room key to open the room and switch the light on.
9. Make a quick check to see if the room is really vacant and ready for occupancy and
then, let the guest in.
10. Unload the luggage from the bell cart following established safety standards.
11. Inform the guest about the room amenities and other hotel facilities and services
that you haven’t mentioned yet.
12. Explain the operation of the television or telephone if it needs special instruction.
13. Provide brief review of emergency procedures as deemed necessary by hotel
management.
14. Do a final inspection and check for busted bulbs or defective amenities.
15. If there’s any problem, assure the guest that it will be reported right away to the bell
captain and that the hotel will make sure that the problem will be fixed as soon as
possible.
16. Ask the guest if there’s anything else that he/she needs. Bid the guest a pleasant and
enjoyable stay.
 Check-Out Assistance

Procedures:

1. Get check out registration card from the Front Office cashier.
2. Warmly greet the guest and ask how you may help him or her.
“Good morning Mr. Guest, may I help you?”
3. Ask the guest name and room number. Then pull out his guest folio where all his records of
consumption are kept.
“May I have your name sir/ma’am?”
4. Check for any last-minute messages, mail, or additional charges not yet posted(such as
restaurant, bar, and long distance phone calls).
5. Ask if the guest has made additional charges to his or her room in the last 30 minutes. If there
are last minute charges, be sure that they are posted. This avoids last billing which is costly for
the hotel and annoying to the guest. If no late charges have been made, tell the guest the
amount payable.
4. Ask how the guest wishes to settle the account( or amount owned).
a. If a credit is used, be sure to follow credit card policies and procedures. Make sure
the card is not expired and is not listed on the credit card cancellation or suspension
bulletin.
b. If the personal check is used, follow check cashing policies and procedures.
c. If the guest is paying with cash, post the folio "paid” , time-stamp it, and give receipt
to the guest.
7. Ask for the room key.
8. Ask the guest if he wants to make advance reservations for his/her next visit to the hotel.
Ask also for comments and suggestions for improvement of service
“Mr. Jones, do you have any plan of coming back?
Would you like us to make advance reservation for you?
Thank the guest for staying in the hotel and invite him/her to come back. As he/she leaves the
desk area, wish him a safe and pleasant journey.

“ Thank you very much Mr. Jones for choosing our hotel for your accommodation. We
hope to see you again. Have a pleasant and safe journey.”

9. If a guest complains about a service or maintenance problem acknowledge and empathize

with him following procedures for complaints handling. Thank the guest y bringing the
problem to your attention and assure him t ill be noted and that appropriate action will be
taken.

“ I can see how disappointed you are sir. I’m sorry that we made you feel that way. I have
taken note of your comments. Rest assured we will have this documented and the management
will certainly take remedial action immediately. Thank you for bringing this matter to our
attention.”
 Inform the manager of the complaint or comment so that action can be taken
to correct the problem and prevent it from happening again. If the guest is still
unhappy with the service or maintenance, call your manager or supervisor. Try to
make sure the guest do not leave the hotel disappointed or dissatisfied.

10.Take out room rack slip and forward the slip(with notations check out) to the
Housekeeping Department.
11.Record check out in the Departure record
12.File check out registration cards alphabetically in the Check out Registration Card
Box
 AMENDMENTS OR
CANCELLATIONS

Guest Name: Original Check-in Date:

Change check-in date
Change check-out date
Change room from To
Boking cancelled To
Others

Noted by: Date:

 Update reservations.

Steps/Procedure:

1. Take the call.

2. Say the opening spiel completely
3. Get the confirmation number or the guest’s name from he caller for easy reference in search
for the original booking.
4. Listen and take note of the caller’s request for booking change/s.
5. Ensure correctness of update/s made.
6. Close the call accordingly
7. Update the financial status of reservation as needed.
 ENSURING ACCURACY OF DATA

 Listen carefully to the guest or booking person

 Pay attention whenever the caller speaks
 Take note of the pertinent information heard while listening
 Be more attentive to details
 Do a recap of the information gathered and verify what needs to be
double-checked

Ensuring the accuracy off data is highly significant because errors in the information gathered
from the guest can lead to potential complaints that may incur unnecessary expense on the
part of the hotel in the form of compensation. Such errors may involve in accurate dates or
incorrect number of occupants that are directly related to the specific type of room available.
 ADVISING COLLEAGUES AND COWORKERS FROM OTHER
DEPARTMENTS

The Front Office is the center of communication in any hotel. That is why, reservation
details whether or not hey required changes or amendments need to be
communicated by the FO clerk to co-worker's or colleagues assigned in other
departments. These group of people include those in the Housekeeping Unit, Bell
Service, Food and Beverage Services Department, Transport Service and others.

Without proper dissemination of such reservation details, amended or not,

would lead to the following drawbacks:

• Lack of coordination among the different departments

• Delay in service
• Guest complaints
• Negative customer feedback
• Potential drop in future sales
Self-Check : True or False

1. Manual reservation is faster and more reliable when it comes to compiling reservation statistics.
2. In telephone reservation, the FO clerk should still smile though not seen by the caller.
3. VIPs are given the privilege of not going through the usual check-in process because of security reason as well as
for their convenience.
4. E-mail is most commonly used means to book a hotel accommodation by the general public.
5. Reservation for a hotel accommodation is the service provided exclusively by the hotel’s Reservation
Department.
6. If the reservation is guaranteed, the guest is covered by the 6 o’clock policy.
7. Fifty percent DP upon check in s a universal policy among five star hotels.
8. It is normal for a hotel to charge more for every room occupant added.
9. The FO clerk should be knowledgeable about the nitty-gritty operations of different outlets in the hotel.
10.Hot & Cold shower is a standard room amenity among major hotels.
11.The amendment form can sometimes be found at the bottom or the right side of reservation form.
12.Change of bed sheets is also noted in the amendment form.
13.The guest is allowed to request for a booking change prior to actual check-in time.
14.Early departure while maintaining the original arrival date means a shorter length of stay.
15.Cancellation of reservation is excluded in the different forms of booking amendments.
Continue Self-Check: TRUE or FALSE

1. Paying attention to the caller contributes to getting accurate information from the booking person/guest.
2. Ensuring accuracy of data can be related to an increase in the number of guest complaints.
3. A recap is done at the beginning of a call or conversation.
4. Taking down notes or writing the information as it is being received is an effective way to get accurate data
from the caller.
5. Attention to details is among the qualities beneficial in the effective job performance of an FO clerk.
6. Informing the other departments abut the reservation details including updates proves beneficial to the
entire hotel operations.
7. Lack of coordination is one of the positive outcomes of relaying booking updates to other units.
8. As an FO clerk, keeping your colleagues from other department in the loop about the reservation
details/updates may eventually overwhelm them and therefore should be avoided.
9. It should be projected that a lack of coordination among the different departments in the hotel my result to
a sales decline.
10.The Front Office is the center of communication is the hotel.
• What is overbooking?
• What is availability board?
• What is guaranteed reservation?
• What is a central reservation system?
• What is a confirmation number?
• What is FIT?
• Name at least four sources of reservation?
• What are the two forms of reservation system?
• What is a no-show?
• Name at least two popular property management system used by hotel?
• What are the information needed by a reservation agent from a guest?
• What common information on a product FO clerk should know and remember in the
performance of his/her duties?
• At the start of the shift, what are some of the reports that F.O agent should review?
• Explain the guest flow in rooming a guest?
• What are the things you may do in preparing for a group arrival?
 Operate a computerized reservation system
• Computerized reservation system is operated based on property standards
• Create and process reservations
• Send and received reservation communications
A computerized reservation system (CRS) is a system used to store and retrieve
information and conduct transactions related to hospitality industry which is originally
intended for air travel. Formerly designed and operated by airlines, CRS were later
extended for the use of travel agencies; major CRS operations that book and sell tickets
for multiple airlines are known as global distribution system(GDS)and with the
proliferation of computer usage and internet connection worldwide this system has been
adopted in the tourism industry.

Functions of CRS

The computerize system improves conversion and revenue per stay, drives incremental revenues from
the sale of value-added products, captures important client information, manages email
communication with your guests and help you manage relationships with your most important
customers.
 Confirming Reservations

1. Confirm your reservation initially by paying for it or giving the booking agent your credit
number. Write down your confirmation number.
2. Write down the details of your confirmation. Include the date, time and event along with
the reservation number. Note the room specifics , ticket seat location, incentives and any
other information pertinent to your reservation. Print the confirmation f the company
emails you once. Keep this details in a safe place.
3. Call or email your booking agency a few days to a week before your event.
Ask them to confirm all of the details of your trip or event.
4. Call or email your destination directly, such as the car rental dealership, hotel or airline.
Ask the customer service agent to confirm your travel or event details.
5. Request a written confirmation for overseas reservation or for reservations during an
extremely crowded event like Superbowl or business trade show.
 Retrieving Reservation
1. Go to the website where you made your reservation. Most websites provide a link on the homepage that
allows you to view your existing reservations; locate and click n this link.

2. Enter the required information. Depending on the company and website where you made your
reservations you will be asked to provide certain information that allows the site to pull up your personal
information. This information might include your name, the confirmation number of your reservation, the
date of your reservation or the credit card number you used to book your reservation.

3. Submit your information and view the results that appear on the following page.
 Computerized Reservation System to Process Multiple Product Bookings

A guest will sometimes make a single reservation-taking process for guests travelling together or for small parties.
Once the multiple-room reservation has been made, you can split it into the required number of separate reservations in the
following ways:

• By assigning rooms before guest arrive.

• By assigning rooms as guest check in.
• By creating a party from the multiple-room reservation.
 Provide accommodation reception services

• Prepare reception area for guest arrival

• Welcome and register guest
• Computerized reservation system is operated
• Perform “during stay” functions
• Organize guest departure
 Reception Area

The reception desk is the centrepiece of the lobby. It is also the converging point of all guest
activities in the hotel. This places the front desk agents as important people to coordinate all
guest activities. The main function is the registration process and assigning rooms.

A hotel receptionist usually works behind the front desk near the entrance of a hotel. Most hotel
receptionist dress to project a professional image for their employer. There are no special
educational requirements to become a hotel receptionist, though most employers prefer hiring
someone with a high school diploma.

The hotel receptionist is often the only employee with whom the guests interact.
Therefore, its is important that these employees smile and greet their guest in a
friendly manner.
Primarily job

Helping guest check in, providing them with a key, and showing them where their room is located.

Also responsible for assisting guest when they check out of the hotel and handling their payments.

Some receptionists are responsible for the hotel safe where guest can leave their
valuables. Hotel receptionists also take reservation over the phone, and even provide
directions to the hotel when necessary.

It may also help to set up facilities for companies holding conventions at their hotel, they will need work with
other employees in setting up things like conference rooms and help coordinate.
Prepare a guest folio. This is a document where all guest charges are entered, either manually or in
computer, under the Guest Accounting Menu. Manually prepared folios are placed inside an envelope or
folder. Some hotels place this folio on the guest’s key rack or on a separate file, classified according to
floor/area and room number.

In preparing the guest folio, note down the following:

• Room number
• Guest’s name and address
• Number of guests registered
• Arrival/departure date
• Room rate
• Registration card number
• Other remarks like "on cash basis,” walk-in, for pick up, travel/airline boking etc.

On one side of the folio, make notations like:

Personal account; if guest will pay n cash, with credit card or traveller’s check. If card, place in appropriate box the
credit number and expiry date.

If charge to company mention the company like: Charge to Mitsui & Co.-authorization letter attached.
 Pomona Hotel

Guest Folio
Guest Name: Room No.
Check in date Check out date No. of Pax
Date Description of charges Debit Credit

Total

I agree that my liability for this bill is not waived and that I will be personally liable in the event that the indicated
person, company r association (if any) fails to pay or the full amount of these charges. I also agree that all charges
contained in this account are accurate and correct.

Guest Signature
Note: Room charge is inclusive of 10% tax; FBS billing is inclusive of 10% service charge.
Billing Arrangements for Groups
Prior to group arrival, the salesperson will finalize billing arrangement with the group coordinator.

The method of bill settlement may be in the form of:

Sign All Charges (SAC) – in the billing arrangement of the group is allowed to sign all their charges to the group. The group
coordinator or organizer will settle all bills.

Sign Room and Tax (SRT) – the sponsor or organizer shall pay only the rom and taxes for the attendees. All incidentals like
laundry, telephone and meals shall be to the account of attendees.

Each Pays Own (EPO) – the arrangements stipulates that the attendees will pay for their own charges. If this arrangements is
applied, the attendees are not given their room key until they settle their room charges.
 Responding to guest inquiries
Introduction

The front office is the main point of contact for all guests, so it is here that most of queries and request are directed. The
concierge, porters and doorman all assist in this area by responding to guest queries. Often the guest will talk to reception about
the particular query and reception will contact other departments within the hotel to assist with this queries.

The opportunity to describe facilities may occur at any time during a guest’s stay. As a receptionist you are required to know
bout all areas of the property , from food and beverage to housekeeping and business centre services. That is a lot of information
to absorb, and items such as restaurant opening hours will be constantly changing, so you must ensure your knowledge is up to
date.

Guest queries

In the Hospitality Industry, remember that the guest is the reason you work, not an interruption to it. If there were no guests, you
would not have a job. You are in service industry and your job is to give good service. When a guest ask a question, you must
never think of it as an inconvenience.
 Preparing information on departing guest

A part of this stage wherein a guest is about to check out is the preparing information on gest departure. It is the final phase of
the guest cycle and examines the various activities involved in check-out and settlement.

Check out involves the front desk as also other departments such as housekeeping, bell desk, cashier’s desk, point of sales etc.
Main areas for check out are the bell desk and the cashier.

The FO perform at least 3 important functions in the preparation of information sheet during the check out and settlement
process.

• It resolves outstanding guest account balances.

• It updates room status information
• It creates guest history records

Guest account settlement depends on effective FO accounting system that maintains accurate guest folios, verifies and
authorizes a method of settlement and resolves discrepancies in account balances. Hotel finds it most effective to settle a guest
account while the guest is still in the hotel.
• Process internal financial transactions
• Complete routine record and report
Night auditor’s job is very tough and complicated and in five or seven star hotels Night Auditor is
assigned to task like setting of credits cards, which means he/she has to make sure that money is
transferred from the guest’s account to the hotel account. Arranging reports for the top
management to reflect that day’s business activities like revenue earned and expenses done. In short
it’s one of the most responsible positions in hotel management.

Role of the night auditor

To become a night auditor it is good to have experience in all front office

areas of work.

• Telephones
• Reservations
• Reception
• Cashier
• Porter
• Also some supervisory positions, if possible
 Introduction to Night Audit

As the name suggest, Night Audit is a sub part of auditing which means conducting audit at night. The word night audit sounds
strange to you because it is practiced only in the hotel industry.

The day time is the business time for hotels and their business is not confined to the room booking but all the important
operations are in their full flow in the day time. As hotels are busy in the day time for their guest oriented activities so the audit is
done at night.
What is night audit all about?

The night audit is the checking of all the business transactions and accounts books in order to check that all the revenues and
expenses are properly posted in their relevant heads.

Purpose of night audit

• To give management accurate and up-to-date information on their department. This will enable them
to make up to date operational decisions. For example , if the main dining room is not making profit (
based on reports) the operational decision will be whether to keep it open for lunch or not. Or , some
promotion need to be done to encourage in-house guest and non house guests to have lunch in the
dinning room.

• To reflect guest movement within the establishment. The night auditor can identify whether the hotel
is busy from Monday to Friday rather than the weekend. If that case the organization’s sales and
marketing team needs to organize weekend packages to encourage local visit the hotel.
Main steps in the conduct of night audit process.

1. Complete outstanding posting

2. Reconcile room status discrepancies
3. Verify room rates
4. Balance all departmental accounts
5. Verify no-show reservation
6. Post room rates and taxes
7. Prepare reports
8. Prepare cash receipts for deposits
9. Clear or back up the system
10. Distribute reports
 The characteristics of the night audit process
The night audit procedure checks for arriving and leaving guests, posts room charges, updates reservations,
Folio and guest history, calculates statistics, releases group blocks, recreates the availability and purges
balanced account receivable invoices

What is a guaranteed reservation?

What is a central reservation system?
Formula for Room Availability

# of Quantity – Out of order – Complimentary – in + out = rooms available

Sum up all check-in and all check-out

Daily Sales = Room rate x ( check in + check out ) 50% down payment
 CONDUCT NIGHT AUDIT

Room Out of Feb 1, Feb. 2, Feb 3, Feb 4, Feb 5, Feb 6, Feb 7, Room
Room rate Qty Comp
Type Order 2016 2016 2016 2016 2016 2016 2016 available

As of Feb.
In out In out In out In out In out In out In out
8, 2016

Single
3,000.00 55 3 0 4 3 4 4 4 5 8 8 5 4 4 7 3 4
standard

Twin
5,000.00 40 0 0 4 2 5 4 5 4 4 5 4 8 4 5 4 1
standard

Superior
10,000.00 35 2 0 7 2 5 7 5 7 8 4 7 5 7 2 2 3
room

Executive
15,000.00 30 2 0 7 2 7 7 4 1 2 3 4 3 2 1 7 5
room

Daily Sales

Total Sales
Cashier’s Report

Total sales: P 1,013,100 Feedback:

Rooms available as of Feb. 8,2016 : 130

Instruction: With the given data, determine the following:

1. Daily sales from Feb. 1,2016 to Feb. 7,2016

2. Total sales from Feb. 1,2016 to Feb. 7,2016
3. Rooms available as of Feb. 8: _____

Payment Policy:
50% - down payment upon check-in
50% - full payment upon check-out

Night Auditor: __________________________________

 Provide Club Reception Services
• Provide information on club services and process membership
• Monitor entry to club
 Club Services

A club is an association of two or more people united by a common interest or goal. A service club, for
example, exists for voluntary or charitable activities; there are clubs devoted to hobbies and sports, social
activities clubs, political and religious clubs ,and so forth.

Service club or Service organization is a voluntary non- profit organization where members meet regularly to
perform charitable works either by direct hands-on efforts or by raising money for other organizations.

Buying clubs is organized to help members purchase goods that might otherwise be difficult or expensive to
obtain. The food conspiracy and Seikatsu club are two examples of different “food buying clubs” that help
members purchase organic or natural food that might otherwise be unavailable.

Country or sports clubs there are two types of athletic and sports clubs, those
organized for sporting participants (which include athletic clubs and country clubs),
and those primarily for spectator fans of team.
Hobby clubs are practiced for interest and enjoyment, rather than financial reward. Examples include
science fiction clubs, model railroading, collecting, creative and artistic pursuits.

Personal club are similar to Hobby Clubs. These clubs are run by a few close friends. These friends
or family members do things they like to do together. They might even make a personal website for
their club.

School clubs these are activities performed by students that fall outside the realm of classes.
Such clubs may fall outside the normal curriculum of school or university education or, as in the
case of subject matter clubs (e.g. student chapters of professional societies), may supplement
the curriculum through informal meetings and professional mentoring.
 ________________________
(Name of Club)
I. Registration/Application for Membership

II. Amenities & Services

Provide Club Reception

Services
III. Benefits

IV. Registration Fee/ Annual Fee

V. Policies
 Provide Concierge and Bell Services
• Handle guest arrivals and departure
• Handle guest luggage
• Respond to request for concierge services
The Bell Staff mainly controls guest luggage. They move the luggage to and from the room.

A bell service staff is composed of bellmen, also known as bellhops, bellboys, valets or baggage porters.

The bellman’s job is to greet customers, direct them to the check-in desk, carry the customers’ baggage to and from their
cars, and educate guests on the contents and features of their hotel rooms.

Three jobs in addition to the bellman.

1. Bellman
2. Baggage porter
3. Valets
The guest’s requirements

• Arrivals of VIP’s
• Any room upgrades required for special guests
• Late or early arrivals
• The number of guest arriving
• Disabled guests’ requirements
• Special request from guests
 Role of Concierge

WHAT IS A CONCIERGE?
The word concierge has French origin and it means “keeper of the keys”. Basically this profession dates back to
medieval France, when individuals were employed to look after homes and castles and were given the
responsibilities of fulfilling the requests of guests.

Role of the Concierge

The concierge provides information, advice, guidance, and assistance to hotel guests in all manner of things,
including hotel services, entertainment, recreation facilities, restaurants, luggage, transports, sightseeing etc.
 Provide Cashiering Services
• Prepare guest folio, collect cash, cash equivalent or Non-cash transaction
• Process receipts and payments
• Reconcile financial transactions at the end of the shift
Cashiering Section is responsible for receiving and processing guest payments, preparing
billing statements and preparing report of daily transaction.

Forms of Payment
1. Cash – local currency
2. Credit Cards
3. Foreign currency
4. Cheques
5. Traveler
6. Debit cards
7. Direct billing