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TPEAOM401 Accommodations Operations and Management

The Front Office Department

Reservations, Check in, Escorting and Check

out Procedure

ROOM RESERVATION PROCEDURE

Room reservation is a very essential step intensuring that guests are booked in that property end us
discourse, reservations can one preferred stay date. Reservations come from different channels, such as
phone in reservation email, online booking basis,, fax, and other channels. Regardless of which channel
guests prefer to book their stay, the procedures are the same in creating a room reservation: Here are the
steps:

1. For phone-in reservations, always answer the call within three rings.
3. Greet the guest using the standard hotel spiel.
4. Ask for the guest's personal information, preferred stay dates, number of guests, and other stay
requirements.
5. Check the PMS for any availability of rooms on the preferred dates.
6. Suggest a room category that can accommodate the number of guests on a given date and
observe upselling and suggestive techniques.
7. Provide an option for tentative room reservations.
8. Process the reservation and room blocking in the PMS.
9. Ask for any special service request (e.g., wheelchair assistance, special dietary requirements,
etc.).
10. Ask for any guaranteed deposit to confirm the reservation. If guests opted to book the room
tentatively, give them a cut-off date for the room reservation release.
11. Recap the reservation details in the system.
12. Send the letter of confirmation to the guests.

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 13. Ask if there is still anything that you can help with.
14. Thank the guests for choosing your hotel. Let the guests drop the call first.
15. Wrap up the call and save the reservation in the PMS.

Reference: Policarpio, J. 2021 Fundamentals in Lodging Operations. Rex Bookstore.

CHECK-IN PROCEDURE
The check-in procedure also plays a vital role in creating a good hotel experience for the guest. A fast
and efficient check-in procedure means a lot to the image of the hotel in providing the best quality
service to its guests. Here are the steps in checking in a guest:

1. Greet the guest using the hotel's standard spiel.

2. Ask if the guest already has a reservation. If the guest has a reservation, ask for the name of
the guest and proof of identification. You may also opt to look for a copy of the letter of
confirmation sent by the reservations staff.
3. Check the PMS for any reservations made under the confirmation number and or name of the
guest.
4. Reconfirm the reservation details.
5. Ask the guest to register on the registration card. Assist the guest in filling up the registration
card.
6. Retrieve the registration card. Encode the information in the PMS.
7. Process the room assignment.
8. Configure the room key.
9. Ask for the guest's preferred payment method. Process the payment for
the reservation.
10. Ask for a security deposit from the guest. Explain the purpose of the security deposit to the
guest in a polite manner.
11. Issue the room key to the guest. Inform the hotel guest about the standard check-out time,
information on how to reach his /her room, complimentary breakfast venue and operating hours,
and other hotel services.
12. Ring the bell to call the attention of the bell staff.
13. Thank the guests and wish them a pleasant stay.
14. Make a follow-up call to the hotel guest's room at the most appropriate time and ask how is
their room. If there are any complaints or concerns, act on them immediately.

GUEST ESCORTING
Front office operations include proper escorting of hotel guests to their respective rooms. This is
done to exemplify good customer service in the hotel property and create a positive hotel

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 experience. Below are the standard procedures of escorting the guest:

1. Upon endorsing the room key to the guest, the front desk staff shall ring the bell to signal the
bellman to approach the guest. At this point, the front desk staff introduces the bellman to the
guest.
2. The bellman then will ask the guest to let him carry the luggage and place it in the luggage
cart. This procedure should be in accordance with hotel property standards and occupational
safety procedures must also be observed.
3. The bellman shall lead the way and familiarize the guests with the hotel's facilities and
services as they pass through it.
4. The bellman shall ask for the room key. Then, he will open the guest room door, let the hotel
guests enter the room, unload the luggage in the room, and make a visual check on the condition
of the room and the completeness of the in-room amenities.
5. The bellman shall discuss the room features and amenities with the guest.
6. Ask if the guest needs anything. If they do not, inform the guest that they can call the front
desk anytime if they need assistance.
7. The bellman leaves the guest room, gently closes the door, and wishes the guest a pleasant
stay.

CHECK-OUT PROCEDURE
As guests prepare to depart your property, a proper protocol in the guest check-out should always be
observed. Below are the steps in the guest check-out procedures. These steps may differ from one hotel
to another.

1. Guest may inform the front desk of their desired check-out time. Always remember that the
standard hotel checks out time are at 12:00 p.m
Hence, all guests due for check-out on that day should be prepared for the check-out process by
12:00 p.m. The front desk clerk must call the guest rooms that are due for check-out and inform
them about the status
of their room.
2. The bellman must assist guests to bring their luggage down to the hotel lobby.
3. The front office associate gets to ask how was the stay of the guest
Carefully taking note of any concerns that need to be addressed afterward
4. Ask hotel guests to surrender the room keys.
5. The front office cashier shall retrieve the copy of the hotel guest folio and review the contents
of the bill posted in the guest room. The front office cashier may also ask the guest if there is any
minibar consumption in the
room.
6. The front office cashier should communicate the checked-out room to the housekeeping

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 attendant assigned on the floor to conduct room checks for any minibar consumption and
breakage and losses in some cases.
7. Front office associate should hand over the hotel bill to the guest for review. If there are no
disputes, the guest has to sign the hotel guest folio to signify that they understand and agree with
the charges.
8. The hotel guest determines the payment method and settles the bill.
9. The front office cashier issues the official receipt and copy of the hotel guest folio, places it on
a sealed envelope, and hands it over to the guest.
10. The front office associate asks if there will be any future bookings needed by the guest. They
also inform the guest of any upcoming hotel
promotions.
11. The front office staff bids the guests goodbye and wishes them a safe trip.
12. The bellman assists the guest to the main door of the hotel.
13. The front office cashier closes the room status by posting the guest folio in preparation for
the night audit.

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