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l4 Front Desk Operations

The document discusses front desk operations at hotels. The front desk is responsible for processing bookings, registering guests, allocating rooms, handling keys and messages for guests, providing guest services and information, updating room statuses, and coordinating with other departments. Specific functions include registering arrivals, reconciling room statuses with housekeeping, submitting daily reports, and coordinating services. Check-in procedures, group check-ins, booking out full rooms, updating room statuses, and registration cards are also outlined.

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Mikhail Angelo Ancheta
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480 views4 pages

l4 Front Desk Operations

The document discusses front desk operations at hotels. The front desk is responsible for processing bookings, registering guests, allocating rooms, handling keys and messages for guests, providing guest services and information, updating room statuses, and coordinating with other departments. Specific functions include registering arrivals, reconciling room statuses with housekeeping, submitting daily reports, and coordinating services. Check-in procedures, group check-ins, booking out full rooms, updating room statuses, and registration cards are also outlined.

Uploaded by

Mikhail Angelo Ancheta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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FRONT DESK OPERATIONS

The processing of individual and group bookings and the registration of guests are undertaken at the Front Desk. Some
hotel gives the name Reception Desk rather than Front Desk. Specific functions of this section include:

 Allocating rooms for expected arrivals;


 Attending to the registration of arriving guests;
 Handling and distributing room keys;
 Receiving mails, parcel, messages and other documents or house guests and insuring that they are properly
delivered to the guest;
 Serving as a communications center, disseminating information about hotel facilities and services and also
other matter like points of interest, flight schedules, areas of entertainment, tourist spot, etc.;
 Updating the room status of all guestrooms and reconciling said status with the room status report of the
Housekeeping Department;
 Preparing and updating records pertinent to the guest's stay in the hotel;
 Submitting Night Sales Report indicating the number of rooms sold, vacant rooms, average rate. total venue,
occupancy rate, etc. and
 Coordinating with the other departments in the performance of its function, particularly with the
Housekeeping and the Accounting Section.

In the small hotels, the Front Desk also provides guest relations assistance doing jobs like arranging tour and travel
itinerary, booking airline tickets, attending to guest concerns like lost passport or airline ticket, etc.

CHECK IN PROCEDURES

Check in Time: Many hotels have a check in time of 2:00 pm

1. Welcome the guest.


- Good morning ma’am/sir. Welcome to CHTM Hotel!
Welcome her/him back if he is a repeat guest.
- Welcome back ma’am/sir. We are glad to see you again!
2. Ask the guest’s name if not known to you. Say: May I have your good name ma’am/sir?
3. Verify the reservation details if the guest is pre-registered, with pre-blocked room.
4. If a guest is a walk-in (no reservation) the desk clerk must first ask the guest preferred room and check rooms with
status of vacant ready.
Manual: If preferred room is available and ready, the desk clerk shall give a registration form to the guest for him to
fill up.
Computerized: The desk clerk fills in details of the guest directly in to the computer, print out and ask signature from
the guest.
The basic information needed:
 Complete name, address and contact number
 Identification Card, Passport (if foreigner)
 Length of Stay
 Type of Room
 Methods of payment
 Billing arrangement if guest will pay or charge to company
Signing privilege – the guest is allowed to sign in all outlets, laundry service or room service. Bills of guest shall be
charged against his account/deposit and any remaining amount shall be refunded upon check-out.
Cash basis – guest will not be able to sign chits or charge to his room account, he has to pay immediately either by
cash or through credit card.
5. After the guest completes the registration form, the desk clerk must ensure that:
 The registration details are complete, correct and legible.
 The guest has signed the form.
 The guest is well informed of the terms and condition, policies, room rate and what it covers.
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6. Endorse the registration form to the Front Office cashier for bill settlement (unless the desk clerk also does the
cashiering function).
7. Once the bill is settled, prepare the room key/key card and give it to the guest.
8. Call for a bell boy to accompany the guest. Mention the guest name and give rooming instructions.
- Ms. Artates, your room is on the second floor. Our bellboy Christian Kyle will accompany you to your room.
9. Wish the guest a pleasant stay.
- Have a nice day Ms. Artates. We hope you will enjoy your stay with us. Please don’t hesitate to call the front office
should you need any assistance.
10. Manual: Prepare the guest folio.
Computerized: Input directly into the computer all the charges.
Guest folio- this is the document where all the guest charges entered, either manually or in the computer, under Guest
Accounting Menu.

HANDLING GROUP CHECK-IN

1) Always designate a Group Coordinator from the Front Desk prior to arrival.
2) Liaise constantly with the sales Group coordinator for information.
3) Check that Arrival Registration cards have been prepared for the group along with the rooming list for signature.
4) Check all relevant correspondence has been read and briefed during the staff briefing.
5) Check Group Billing instructions and cross check the billing instructions entered on the Property management
software.
6) Once Priority group rooms have been allocated, cut rooms keys for arrival.
7) If Group is arriving at one time then all rooms must be allocated and all keys cut.
8) The number of keys per room must match with the occupancy of the room.
9) Insert Key Cards into key card Jacket and place on the tray along with rooming list.
10) Print traces report for Front office and read the instructions given.
11) Choose an appropriate group check in area according to the following:
 Size of the Group
 Block / Wing the group is staying
 Transport to the hotel
 Time of check in
12) Registration cards along with Keys should be kept in Alphabetical order.
13) Sufficient stationary / Pens must be kept ready for guests to sign their registration cards.
14) Welcome Drinks and cold towels should be prepared so they may be served on arrival. And accurate number of
Drinks to be pre ordered so that the room service supervisor is aware of this requirement.
15) The Bell Desk / Concierge must be kept informed of the group arrival time and the following needs should be
coordinated:
 Luggage Tags are ready.
 Luggage delivery plan is organized.
16) Their Duty Roster has been prepared taking into consideration the group’s size and Arrival Time.
17) All changes with the group arrival time check in area and group size to be given to the concierge.
18) Collect wake up call for the group from the tour leader.

Booking Out During Full House


When there are limited rooms available, priority is given to VIP's (very Important Guests), regular patrons and valued
corporate accounts. Others are booked out, meaning referred to other hotels or priorities. The Hotel would rather
book out guests who are unlikely to return and would have less impact on sales. For instance, one can sacrifice an
individual foreigner who is unlikely to return compared to a guest booked by a regular company account.

Updating and Reconciliation of Rooms Status


Serious problems occur when the Front Desk fails to monitor and updated the status of guestrooms.

2|Page HM 109 Front Office Procedures Eliz abeth Gamos o A rtates - Baclig
It is therefore very important for every desk clerk to be very alert in recording and updating every movement or
changes in room status. Room status may take the form of various codes, like:
CODE Stands for
OCC Occupied Occupied by a paying guest
VR Vacant Ready Vacant room, already made up and ready for occupancy
VD Vacant Dirty Vacated but not ready for occupancy since it is still dirty or still being made up. It
is also termed as ON- CHANGE
OOO Out of Order Room Room is under renovation or not fit for occupancy since it requires repair or
maintenance work. It should not be assigned to any guest.
Blocked
BLO Reserved for a guest who is expected to arrive within a day
NS No Show Room is reserved but the expected guest did not arrive.
SO Slept Out Guest is assigned a room but did not sleep on his bed.
HU House Use Occupied or reserved for hotel officers or staff

REGISTRATION CARD / FORM – A form on which the guest indicates name, home or billing address, phone number,
date of departure, method of payment and etc.

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