PROVIDE ACCOMMODATION

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

 First point of contact

 Usually operates 24/7

 Preparation and organization is the key

3
1.1 Prepare reception area for service
Handover:

All reception shifts overlap by brief period (15 minutes to ½ hour)

– this briefing allows:

 Time to discuss any relevant details for the next shift – time
to review and resolve problems

 New staff prepare their area and check personal appearance

 For smooth transition from one

shift to another

Handover can be verbal, written or in

form of reports

Slide 4
1.2 Check reception equipment
 Is everything working as intended?
 Are you familiar with how all the equipment works?
 Do you know how to fix “minor” faults and problems ?
 Do you have back up supplies?
 Paper/paper rolls

 Forms

 Vouchers

 Printer ribbons

 Pens, paper and relevant stationery

Slide 5
1.2 Check reception equipment

Class activity:

 Discuss the type of equipment found on a front desk

 List the purpose of this equipment

 Find brand names for this equipment

6
1.3 Review expected daily guest
movement
Reasons for the review – to:
 Review and ensure bookings are correct
 Ensure right room is allocated to guest
 Facilitate coordination of work with other departments
 Make sure VIP guests are properly taken care of
 Confirm airport transfer and pick-up arrangements

 Inform Housekeeping to make up rooms if there are any

early departures
 Advise housekeeping or minibar staff to check the minibar
in certain rooms

Slide 7
1.3 Review expected daily guest
movement
Arrivals:

 Arrivals list

 Alphabetical listing of expected arrivals

 Time of arrival

 Type of room

 Rate quoted

 Special requests

 Payment details

Slide 8
1.3 Review expected daily guest
movement
Group arrivals:

 Lots of people and lots of luggage

 Room allocation

 Check on arrival time

 Prepare room keys

 Meal vouchers and restaurant requirements

 Mail

 Prepare group rooming lists or registration cards

 Welcome brochure and group itinerary

Slide 9
1.3 Review expected daily guest
movement
Stay over rooms:
Guests who stay longer than their departure date
 Some guests request extensions
 Need to contact the guest
 Extend the stay if possible
 May have to find another hotel or room type
 May have to do room inspections
 Could only be a “late check-out”
 Affects occupancy levels – may lead to
being overbooked
Slide 10
1.3 Review expected daily guest
movement
Role Play:
 Working in groups of 3
 1 Guest, 1 staff member, 1 observer
 Scenario: Hotel is fully booked and Mr. or Ms.
Armstrong come to the desk and want an extension.
Reception staff – need to discuss that there are no
rooms and we will have to make a booking
somewhere else. Think about the questions you will
need to ask

11
1.3 Review expected daily guest
movement
Early Departures:

 When a guest leaves before their due date

 Departure changes are usually captured at check-in

time

 Housekeeping notice a “checked out” room

 PMS system will pick this up quickly

 Reduces our occupancy figure

Slide 12
1.3 Review expected daily guest
movement
Groups and individual guest movement:

 Changes in the group allocation

 Advance notice given by tour company

 Group may be charged for the room/guest

 Additions to the group

 Effects occupancy level

Slide 13
1.4 Allocation of room in
accordance with special requests
Guests request certain rooms and expect them:
Reception need to ensure these requests are allocated:
 Simple requests such as
 Non Smoking rooms

 Specific views, ocean, pool, golf course

 Suites, family rooms, penthouse

 Specific requests, low floor, near the lifts, away from the lifts

 Business women’s floor

Cont’
Slide 14
1.4 Allocation of room in accordance
with special requests
 Challenging requests:

 Hotel hampers or gifts, fruit, flowers, chocolates

 Full bar set up

 Open connection room doors

 Change Duvet [Doona] to blankets

 Remove all alcohol from the room – for religious reasons

 Insert a board under the mattress for guest with bad back

Slide 15
1.4 Allocation of room in
accordance with special requests
Activity:

 Prepare a list of all the special requests you can think of

 Decide which department needs to be involved in

achieving this request

 Discuss with the class

16
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 17
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 18
1.4 Allocation of room in accordance
with special requests
Room Rates:
 Room rates reflect the type of room the guest has
requested
 Standard, deluxe, king-size, poolside, ocean view

 Discounted rates usually reflect the type of business

 Corporate rate

 Convention rate

 Air crew rate

 Government rate

 Industry rate etc.

Slide 19
1.4 Allocation of room in accordance
with special requests
Activity:
The William Angliss Tour group are coming to your hotel.
The tour leader is Linda Wilson who requires a queen-size
room.

 The tour checks in on the 15th next month for 2 nights

 Please prepare a Group Rooming list – for all these

guests, include the arrival and departure dates, and
allocate rooms to all the guest. Record any special
request information and who it would go to

Cont’
20
1.4 Allocation of room in accordance
with special requests
Activity:
 The guests are: Mr. & Mrs. Dowell, Mr. & Mrs. Grannon,
Mr. & Mrs. McGhee, Mr. & Mrs. Collins all wanting queen-
size rooms
 The following guests are sharing twin rooms: Ms. Gjeci
with Ms. Dietritch, Ms. Parks with Ms Schuler, Mr. Baker
with
Mr. Frost, and Mr. Kerr with Mr. Craven
 There is one triple room; Ms. Hudson with Ms. Van Dorske
and Ms. Shady

21
1.5 Follow-up on uncertain arrivals
and reservations
Mainly during full house occupancy:
 Non-guaranteed reservations
 Deposits
 Not yet received
 Only partially paid
 Reservations past the specified arrival time
 Contact the guest to see if they are still coming
 Wait list guests
 Potential room sales to other guests if you contact
them in time

Slide 22
1.6 Compile arrivals lists
Arrivals List provides information such as :
 Alphabetical listing of guests arriving on that date
 Departure date
 ETA – estimated time of arrival
 Number of guests
 Room type and rate quoted
 Status of reservation - guaranteed or non-guaranteed
 Special requests
 VIP status (if any)
 Complimentary guests are also included

Slide 23
1.7:Distribute arrivals list as required
Housekeeping:

 Staffing levels

 Planning daily tasks

 Determine the level of service

 Order of servicing rooms

 Guest count

 Special requests

Slide 24
1.7:Distribute arrivals list as required

Concierge:

 Staffing levels

 Group arrivals

 Organizing luggage storage

Slide 25
1.7:Distribute arrivals list as required

Porters:

 Planning daily tasks

 Arrival time

 Sorting luggage

Slide 26
1.7:Distribute arrivals list as required
Security:

 VIPs – David Beckham arriving

 Requires additional security

 Escort a VIP to their room

Food and Beverage:

 Special requests

 Restaurant use

 Groups and tour arrangements

Cont’
Slide 27
1.7:Distribute arrivals list as required
Management:

 Notification of VIPs

 Recognize famous names and make a VIP

Laundry:

 Staffing

 Planning

Kitchen:

 Food orders and staffing

Slide 28
 1.8 Monitor guests arrival and take
appropriate action
 Inform colleagues

 Prepare for major guest movement

 Special requests

 Follow up with VIPs

 Meetings

Slide 29
2: Perform check-in functions

Slide 30
2.1 Welcome guests on arrival

Professional welcome:

 Professional

 Welcoming

 Sincere

 Friendly

 Polite

 Body language

Slide 31
2.1 Welcome guests on arrival

Activity:

 Discuss types of greeting phrases – both formal and

suitable informal greetings

 Discuss the local greeting phrases for each country

 Discuss Body Language

Slide 32
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 33
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

 Ask method of payment

 Mention the policy and procedures about payment

methods

Slide 34
2.4 Decline a guest if appropriate

 Check the “black list”

 Review hotel policies

 Recommend another venue

 Full occupancy – no rooms

Slide 35
2.4 Decline a guest if appropriate
Activity:
Working in pairs role play the following:
 One student is the guest and one the staff member
 Guests requests a room for the night – no reservation
 Staff member – ask questions to determine the request
 Student (decide what you want) and inform the staff
member.
 Staff member :Your hotel is fully booked and you need to tell
the guest you are unable to accommodate them.
 How do you say this ? What questions do you need to
ask?

Slide 36
2.5 Complete guest registration
process
Process a check- in:

 Proof of identity

 Complete the registration card

 Obtain the signature

Slide 37
2.6 Issue keys and vouchers as
required
Key cards and keys:

 Energy saving

 Security

Vouchers:

 As a form of payment from travel agents

 Exchanged for services such as a “complimentary

drink”

Slide 38
2.6 Issue keys and vouchers as
required
Activity:
 Write down the dialogue you would use to check-in a
guest with a reservation

 Use words for both the guest and the staff member

 Start from when the guest walks up to the front desk

 Offer them a voucher for a complimentary drink

Slide 39
2.7 Follow internal accounting
protocols
 Credit cards and credit limits

 EFTPOS

 Cash

 Travel cards/traveller’s cheques

 Personal cheques

 Direct billing/charging

 Deposits

 Receipts

Slide 40
Applying discounts to guests

Room Rates:

 Rack rate

 Corporate rate

 Conference/convention rate

 Industry rate

 Negotiated rate

 Groups and tours rate

 Package rate

Slide 41
2.8 Explain room and house facilities
and services to guests
 Safe deposit boxes/in room safe

 Room facilities

 Hotel facilities

 Local attractions

Slide 42
2.8 Explain room and house facilities
and services to guests
Selling techniques:

 Suggestive selling

 Describing

 Explaining

 Up-selling

 Cross-selling

Slide 43
2.8 Explain room and house
facilities and services to guests
Activity:

 Describe the features of each of the following rooms

 Room A

 Room B

 Room C

 Room D

Cont’
Slide 44
2.8 Explain room and house
facilities and services to guests
Activity:

Which room would you sell to the following guests and why?

 A Corporate Business person who wants to have meetings in

their room

 A couple who want a special weekend away together

 Two friends who want a inexpensive room so they can catch
an early morning Bus interstate

 A parent and child who have tickets

to a baseball match

Slide 45
 Room A

Room B
 Lounge & Bedroom Room C

Room D

Slide 47
2.9 Arrange for porter services
Porters:

 Carry guest luggage

 Escort guests to room

 Discuss in room equipment

 Deliver messages

 Arrange taxis and parking

 Store guest luggage

Slide 48
2.10 Implement standard house
protocols for problem situation
 Overbooking

 Room not ready

 Black listed guests

 No reservation to be found

49
2.11 Monitor guests’ arrival and take
appropriate action as required
Monitor and check arrivals:

 Identify no shows

 Types of reservations

 Notify wait list guests

 Check for accuracy

 Follow standard procedures

50
Element 3: Perform ‘during stay’
functions

51
3.1 Process room change requests

 Establish what is wrong with the room

 Check availability

 Advise guest

 Move the guest

 Change status of room

 Update folio – room number and/or room rate

52
3.2 Process extensions to stays

 Extended stays

 Check availability

 Check in takes priority over extensions

 Regular guests

 Rate charged

 Re-room the guest

53
3.3 Process variations to guest
numbers
 Guest numbers

 Check against housekeeping reports

 Evening “turn down” service

 Update records

 Update rates

54
3.4 Process variations in room rate

 Different rates for different market of guests

 Hotels offer different rates at different times of the year

 Rates are used to attract business

 Discounts enable the hotels to compete

55
3.5 Process upgrades

Putting a guest into a better room than they are paying for:

 Use suites during full house situations

 Compensation for a ‘bad’ experience

 Offering free accommodation

 Discounting rooms

56
3.6 Process special requests

 Special requests – requested by guests

 Special requests – offered by the hotel

 Special request – paid for by guests

57
3.6 Process special requests
Activity:

What special requests would be needed for the

following and who would need to be advised:

 Mr. and Mrs. Todd arrive today - they have a baby and a
small child

 Ms. Wilson is staying at your hotel to do business in your

city. She will be wanting to interview staff while she is
here

 A guest is staying with you to present a new range of

luggage to clients. They need to catch a flight out at
19.00hrs the next day

58
3.7 Process guest charges
Point of sale charges:

 Guest identification

 Signature

Manual charging back to their room:

 Guest identification

 Room number

 Print name

 Signature

59
3.8 Respond to guest queries

 Know all about your property

 Give good service

 What if you don’t know? Find out!

 Involve other departments

60
Element 4: Perform check-out functions

61
4.1 Maintain and prepare guest
accounts
Seeking information on departing guests:

 Room number

 Breakfast

 Mini bar

Check for accuracy:

 Supporting documentation

 Signatures

62
4.2 Prepare and review departures lists

 Express check outs

 Group check outs

 Early departures

 Late check outs

63
4.3 Present the accounts to guests
Generate the account:

 Check guest details

Explain the account:

 Other charges

Present the account:

 Print a new account

64
4.4 Process payments and refunds
and issue receipts
Process payments:

 Acceptable methods of payments

 Foreign exchange

Issue Receipts:

 Process refunds

 Foreign exchange

Obtain the key:

 Actual keys - not key cards

65
4.4 Process payments and refunds
and issue receipts
Activity: Role play – Process a check out:
 1 guest and 1 staff member
 Guest approaches the desk to check out
 Staff member –
 Greet the guest
 Request room number and room key
 Ask the guest if there are any other charges (check these have
been posted, or post them if necessary)
 Print the account(s)
 Present the account(s) and ask the guest to check the charges
 Process method of payment
 Farewell guest
 Guest acts out according to the process
 Swap roles
66
4.5 Process express check outs

 What is an express check out?

 Who uses it?

 How is it done?

67
4.6 Process group check-outs

 Group master account

 Individual accounts

 Extra charges

 Group luggage collection

 Luggage storage

68
4.7 Distribute departures list as
required
 Housekeeping

 Concierge and porters

 Security

 Management

 Maintenance

69
4.8 Assist guest with on departure
requests
 Forwarding addresses

 Less and less today with email and texting

 Call a taxi or transport

 Provide lost and found services

 Organize a porter

 Make another booking

70
Element 5: Prepare front office records
and reports

71
5.1 Prepare and update front office
records
 Update availability/charts

 Room allocation

 Bookings diary

 Changing rooms

 Alter rate

 Modify departure dates/times

 Guest history

72
5.2 Generate internal reports as
required
 Information reports:

 Other departments

 Back up for operations

 managers

 Analytical/statistical reports:

 Managers

 Supervisors

73
5.3 Facilitate night audit activities

 Features of night audit

 Purpose of night audit

 Daily reports and records

74
Thank you

75