Professional Documents
Culture Documents
Provide Accommodation Reception Services
Provide Accommodation Reception Services
RECEPTION SERVICES
Module 5
Slide 1
1: Prepare reception area for guest
arrival
Slide 2
1.1 Prepare reception area for service
Reception is:
• Central location
3
1.1 Prepare reception area for service
Handover:
Slide 4
1.2 Check reception equipment
• Is everything working as intended?
Paper/paper rolls
Forms
Vouchers
Printer ribbons
Time of arrival
Type of room
Rate quoted
Special requests
Payment details
Slide 7
1.3 Review expected daily guest
movement
Group arrivals:
• Lots of people and lots of luggage
• Room allocation
Slide 10
1.3 Review expected daily guest
movement
Slide 11
1.4 Allocation of room in
accordance with special requests
Guests request certain rooms and expect them:
Specific requests, low floor, near the lifts, away from the lifts
Cont’
Slide 12
1.4 Allocation of room in accordance
with special requests
• Challenging requests:
Insert a board under the mattress for guest with bad back
Slide 13
1.4 Allocation of room in accordance
with special requests
Room allocation
Rooms are allocated:
• As soon as the reservation is made for limited types
Suites, the Penthouse suite, Family rooms
Room number is blocked onto the reservation
• Morning of arrival
Individual rooms
Groups and tour guests
Usually done by the reception supervisor
Rooms numbers are manually recorded on the
registration card or assigned in the computer Slide 14
1.4 Allocation of room in accordance
with special requests
Group room allocation:
• Discounted rate – don’t receive the best rooms in the
hotel
• Rooms should be close together and on the same floor
if possible
• Tour Leader – different floor – unless the groups have
language difficulties
• Check all the rooms are ready
when the groups arrives
• It is difficult to move group and tour guests
Slide 15
1.4 Allocation of room in accordance
with special requests
Room Rates:
• Room rates reflect the type of room the guest has requested
Corporate rate
Convention rate
Government rate
Slide 18
1.7:Distribute arrivals list as required
Housekeeping:
• Staffing levels
• Guest count
• Special requests
Slide 19
1.7:Distribute arrivals list as required
Concierge:
• Staffing levels
• Group arrivals
Slide 20
1.7:Distribute arrivals list as required
Porters:
• Arrival time
• Sorting luggage
Slide 21
1.7:Distribute arrivals list as required
Security:
• VIPs – David Beckham arriving
• Restaurant use
Cont’
Slide 22
1.7:Distribute arrivals list as required
Management:
• Notification of VIPs
Laundry:
• Staffing
• Planning
Kitchen:
• Food orders and staffing
Slide 23
1.8 Monitor guests arrival and take
appropriate action
• Inform colleagues
• Special requests
• Meetings
Slide 24
2: Perform check-in functions
Slide 25
2.1 Welcome guests on arrival
Professional welcome:
• Professional
• Welcoming
• Sincere
• Friendly
• Polite
• Body language
Slide 26
2.2 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
Slide 27
2.3 Determine if guest is a walk-in and
identify if room is available
Guest without a reservation:
• Determine the guests needs
• Check availability
Slide 28
2.4 Decline a guest if appropriate
Slide 29
2.5 Complete guest registration
process
Process a check- in:
• Proof of identity
Slide 30
2.6 Issue keys and vouchers as
required
Key cards and keys:
• Energy saving
• Security
Vouchers:
• As a form of payment from travel agents
Slide 31
2.7 Follow internal accounting
protocols
• Credit cards and credit limits
• EFTPOS
• Cash
• Personal cheques
• Direct billing/charging
• Deposits
• Receipts
Slide 32
Applying discounts to guests
Room Rates:
• Rack rate
• Corporate rate
• Conference/convention rate
• Industry rate
• Negotiated rate
• Package rate
Slide 33
2.8 Explain room and house facilities
and services to guests
• Safe deposit boxes/in room safe
• Room facilities
• Hotel facilities
• Local attractions
Slide 34
2.8 Explain room and house facilities
and services to guests
Selling techniques:
• Suggestive selling
• Describing
• Explaining
• Up-selling
• Cross-selling
Slide 35
2.9 Arrange for porter services
Porters:
• Carry guest luggage
• Deliver messages
Slide 36
2.10 Implement standard house
protocols for problem situation
• Overbooking
• No reservation to be found
37
2.11 Monitor guests’ arrival and
take appropriate action as required
Monitor and check arrivals:
• Identify no shows
• Types of reservations
38
Element 3: Perform ‘during stay’
functions
39
3.1 Process room change requests
• Check availability
• Advise guest
40
3.2 Process extensions to stays
• Extended stays
– Check availability
– Regular guests
– Rate charged
41
3.3 Process variations to guest
numbers
• Guest numbers
– Update records
– Update rates
42
3.4 Process variations in room rate
43
3.5 Process upgrades
Putting a guest into a better room than they are paying for:
• Use suites during full house situations
44
3.6 Process special requests
• Special requests – requested by guests
45
3.7 Process guest charges
Point of sale charges:
• Guest identification
• Signature
• Room number
• Print name
• Signature
46
3.8 Respond to guest queries
• Know all about your property
47
Element 4: Perform check-out functions
48
4.1 Maintain and prepare guest
accounts
Seeking information on departing guests:
• Room number
• Breakfast
• Mini bar
• Signatures
49
4.2 Prepare and review departures lists
• Early departures
50
4.3 Present the accounts to guests
Generate the account:
• Check guest details
51
4.4 Process payments and refunds
and issue receipts
Process payments:
• Acceptable methods of payments
• Foreign exchange
Issue Receipts:
• Process refunds
• Foreign exchange
52
4.5 Process express check outs
• How is it done?
53
4.6 Process group check-outs
• Individual accounts
Extra charges
Luggage storage
54
4.7 Distribute departures list as
required
• Housekeeping
• Security
• Management
• Maintenance
55
4.8 Assist guest with on departure
requests
• Forwarding addresses
• Organize a porter
56
Element 5: Prepare front office records
and reports
57
5.1 Prepare and update front office
records
• Update availability/charts
• Room allocation
• Bookings diary
• Changing rooms
• Alter rate
• Guest history
58
5.2 Generate internal reports as
required
• Information reports:
Other departments
managers
• Analytical/statistical reports:
Managers
Supervisors
59
5.3 Facilitate night audit activities
60
Thank you
61