PROVIDE ACCOMMODATION RECEPTION SERVICES

PROVIDE ACCOMMODATION RECEPTION SERVICES.

Guest cycle

Morning preparation
• log book
• equipment
• reception area
• check list
• expected arrival list
Arrivals details preparation
• Individual
• Group
• VIP.
Details that should be rechecked:
• condition of room reserved
• arrival time
• payment arrangement
• special requests.

Distribution of arrival list

Arrival list must be distributed to:
A. House keeping
B. Laundry
C. Food & beverage department:
• restaurants
• room service
• bar
• kitchens.
D. Front office
• telephone operator
• concierge
• front office cashier
• security
• other related sectors.

Welcoming guests
How to welcome guests in polite manner:
• greetings
• offering assistance
• ask the guests if they have made a reservation
• ask the guest name and check if it is on the expected arrivals list.

Confirming reservations
Kinds of information that should be obtained when confirming reservations:
• contact person
• kind of room
• length of stay
• payment
• special requests.

Up selling techniques
• having knowledge of the hotels products
• offering the hotel facilities
• informing guest of the additional facilities available
• showing the rooms and facilities.

Check – In a walk – In guest

1. Greet the guest.
2. Offer assistance.
3. Check if they have a reservation.
4. Apply up-selling techniques.
5. Assign the room.
6. Complete the registration card.
7. Issue the guest key.
8. Arrange for a bell boy to escort the guest.
9. Offer a greeting e.g. “enjoy your stay”.
10. Open the bill.
These procedures can be different according to the standard operating procedures of each
company enterprise.

Explanation of additional facilities

Additional facilities include:
• room key
• guest mail
• messages
• safety deposit box.

Preparing the supporting bills

 When guest check out, a search for supporting bills should be checked from the following areas?
• food & beverage outlets
• mini bar (house keeping)
• laundry
• other operating departments:
✓ flower shop
✓ drugstore
✓ fitness, etc.
Express check – out
• the guest has given information and credit card
• prepare the guest bill
• prepare all supporting bills
• call the bellboy to handle the guest luggage
• inform other departments that need to know of the guest departure.

Group check – out procedure

• check expected departure
• deal directly with the tour leader
• notify concierge, (eg: to handle guest’s luggage, etc)
• prepare the master bill
• collect and check all supporting bills
• arrange payment
• collect room keys
• offer a farewell greeting.
Types of front office records
The front office records include:
• guest data
• average stay
• average room rate
• room revenue
• single occupancy
• double occupancy
• complimentary.
Distribution list for front office
reports and records

The front office reports and records must be distributed to:

• general manager
• housekeeping department.
• accounting
• sales and marketing
• food and beverage
• file.
Room change procedure
• find out what type of room that the guest requested
• check the rooms availability
• check the actual room
• ask bell boy to remove the guest luggage
• inform to front office cashier
• inform other sectors that need to know
• make sure that the key of the old room has already been collected.
No – shows
• expected arrival
• contact person
• no show policy (charge)
• no show fee
• file.
Early departures
• data of the guest
• reservation chart
• put out from reservation chart
• handling payment.
Extended stays
• name and the room number of the guest
• room availability
• length of stay
• fill in the reservation chart
• inform to all department concern

Key terms or jargon's used in hotel Front Office department

American Plan ( AP) - A billing arrangement under which room charges include the guestroom and
three meals, Also called as full board / full pension.

European Plan (EP) - A billing arrangement under which meals are priced separately or room only plan

Modified American Plan (MAP) - A billing arrangement under which the daily rate is including room and
two meals, generally Breakfast and dinner.

Continental Plan ( CP ) - One of the most common/preferred billing arrangement which includes room
and continental breakfast.

All-Inclusive (AI) - AI normally stands for all-inclusive rates ie rates which are inclusive of all applicable
taxes and service charge. Eg: CPAI, MAPAI, APAI etc.

Rack Rate - The published tariff for each room type/category in a hotel.

Log Book - Located at reception containing instructions/information/ happenings/handover of the day

to know of.

Registration Card - A printed form for a registration record, In most countries, the guest's signature on
a registration card is required by law.
Reservation Status - An indicator of a room's long-term availability for assignment.

Room Rate - The price of hotel charges for overnight accommodations.

Skipper - A guest who leaves with no intention of paying for the room.

Scanty Baggage - A guest who checks in to the hotel with very less or no luggage.

Walk-in - A guest who arrives at a hotel without a reservation.

Walking - Turning away a guest who has a reservation because of a lack of room availability.

Due outs - Guests expected to check out on a given day who have not yet done so.

Credit limit/house limit - A limit assigned by the hotel to guest or company accounts.

Upselling - A sales technique whereby a guest is offered a more expensive room than what he or she
reserved or originally requested, and then persuaded to rent the room based on the room's features,
benefits, and his or her needs.

Block - An agreed-upon number of rooms set aside for members of a group planning to stay in a hotel.

Book - To sell or reserve rooms ahead of time.

Confirmation Number - A code that provides a unique reference to a reservation record and assures the
guest that the reservation record exists.

Confirmed Booking - When Reservation is guaranteed with a Credit card, Deposit, Company
/ TA voucher etc.

Tentative Booking - When the reservation is waiting for bookers confirmation.

Waitlisted Booking - Reservation kept on hold due to the hotel is overbooked.

Cut-off date - The date agreed upon between a group and a hotel after which all unreserved rooms in
the group's block will be released back to the general availability.

Cancellation date - Indicates the date when the reservation was manually cancelled.

No-Show - A guest who made a room reservation but did not register or Check-in.

Long Stay - A Guest who stays more than a certain number of days, Eg: More than 7 days etc.

Overbooking - accepting more reservations than there are available rooms.

Wash down - Blocking fewer rooms than the number requested by a group, based on previous group
history.
Guest Cycle - A division of the flow of business through a hotel that identifies the physical contacts and
financial exchanges between the guests and the hotel.

Guest Folio - A form ( paper or electronic ) used to chart transactions on an account assigned to an
individual person or guest room.

Late Charge - A transaction requiring posting to a guest account that does not reach the front office for
posting before the guest had checked out or done the final settlement.

No Post - Special functionality on Property management systems (PMS) to activate a 'NO post' on
reservations this will stop any extra charges from other outlets or connected systems to be charged to
the guest room. Example a No Post flag can be activated for interfaces like Telephone, Wifi or Internet,
Point of Sale (POS), SPA systems etc.

Global Distribution System (GDS) - A distribution channel for reservations that provides worldwide
distribution of hotel reservation information and allows selling of hotel reservations around the world,
usually accomplished by connecting the hotel reservation system with an airline reservation system ( Eg
- Amadeus, Saber, Galileo/Apollo or Worldspan )

IDS - Internet Distribution System OR ADS - Alternate Distribution System - This refers to Online Travel
Agents like Agoda, Booking . com, Expedia etc. Additionally, your own hotel's booking engine also comes
under IDS. Any Channel Manager Like TravelClick, Synxis, STAAH, Siteminder etc. is a tool which can
handle these IDS or ADS channels.

PMS - Property Management System

POS - Point of Sale Systems ( Used in Restaurants / Outlets)

TA - Travel Agent who receives the commission for the bookings.

OTA - Online Travel Agents

IDS - Internet Distribution System

Void - Reversal of Charges which was posted on the same day

Allowance - Reversal of charges which was posted before the current system / PMS date.

ACC - Accommodation Charges or Revenues related to Room.

F&B - Food and Beverage Charges or Revenues generated from Food and Beverage Outlets.

Misc. - Miscellaneous Charges, Like Paid out, Postage, Photo Copy, Medicine, Courier etc. come under
Miscellaneous charges.

ARR - Average Rack Rate (Average Room Rate (ARR) = Total Room Revenue / Total Rooms Sold)

ADR - Average Daily Rate (Average Daily Rate (ADR) = Total Room Revenue / Total Rooms Sold)
AGR - The Average Rate Per Guest (Average Rate Per Guest= Total Room Revenue / Total Number of
guests)

APR - Average Guest Per Room (Average Guest Per Room = Total Number of Guests / Number of Rooms
Sold)

DBR - Daily Business Report or DRR - Daily Revenue Report

Occ. Percentage - Hotel Occupancy Percentage or Occupancy Ratio Calculation

Rev. Par - Revenue Per Available Rooms ( RevPAR = Total Room Revenue / Total Number of Available
Rooms for sale)

TRevPOR - Total Revenue per Occupied Room (TRevPOR = (Room + F&B + Other Revenue) /
Total occupied rooms)

AF / RAF - Room Achivement Factor (Room Achievement Factor = Actual Average Rate / Potential
Average Rate)

RRS - Room Rate Spread (Room Rate Spread = Potential Average Double Rate - Potential
Average Single Rate)

HotRevPAR - Hotel Revenue Per Available Room (HotRevPAR= (Room + F&B + Other Revenue) / Total
Available Rooms)

TRevPAR - Total Revenue Per Available Room (TrevPAR = (Room + F&B + Other Revenue) / Total
Available Rooms)

https://setupmyhotel.com/train-my-hotel-staff/front-office-training/136-key-terms-used-in-front-
office.html

References

GRS- https://colorwhistle.com/computer-reservation-system/

CRS - https://www.youtube.com/watch?v=H8J99CLF5TA

PMS https://www.youtube.com/watch?v=9Jz689rY7uo