MIDTERM LESSON

LESSON I:PROCESSING RESERVATIONS

Once a reservation reaches the hotels, the reservation clerk records the details of all the information required and
process it correctly. It is also very important to check first the records of the computer before accepting or denying a
reservation.
The means of communication with the client, room inventory, systems for reservation, advance deposits,
cancellations, blocking procedures, and house policies are the major components of a well- organized reservation process.
A composition between the computerized system of reservation and the manual process of reservation is that
Computerized Reservation Systems are based on manual practices used by hotels.
At some properties, charts, slips and cards are still visible in use by the reservations staff despite the presence of
computers and telecommunication equipment. These tools are very helpful as back- up strategy in case of computer
bagged down, power shortage.
It is advantageous for personnel to become familiar with the manual and computerized method of processing
reservations for the knowledge and skills gained in both of these systems will enable them to be flexible in any kind of
operation they will be exposed to.

BASIC PROCEDURE IN TAKING RESERVATION

1. Greet the client and offer assistance.
2. Once request for reservations is received, find out from the inquiring party the dates and the type of room required.
Then check if there is an available room corresponding to the room type preferred. Refer to the Reservations chart or
Room Status Rack where reservation slips are clipped.
3. Inform the guest if a room is available. If the requested room type is not available offer alternative room that is
available, tell the booking party that the guest could be transferred to his preferred room the moment it is vacated.
4. Once room availability is confirmed, get detailed information as outlined below. Then enter these details on a
reservations card.
5. All pertinent information regarding the reservations shall be indicated in the Room Reservations Card to include:
a. Name/s of Incoming Guest
The last name (surname) must be written first followed by the first name and middle name, then the title. JOHNSON,
ANDREW M. MR.
If the party is man and wife, the title should be written M/M which stands for Mr. and Mrs. JOHNSON, ANDREW
M/M
b. Number of Persons Arriving
c. Arrival Date and Time
d. Information/ Time of Arrival
The name of airline, numerical designation of the carrier and the place if origin must be taken whenever available.
The time of arrival in the hotel is taken in case the guest is arriving via another mode of transportation.
e. Departure Date
f. The number of Nights the Guest is Expected to Stay in the Hotel
Ex. Arrival- Dec.10 Departure- Dec.15
Number of Nights- Dec. 10,11,12,13,14= 5 nights
g. The number (quantity), type of room and type of bed required
h. Room Rate
The client must be informed of the rate of the room reserved. If he is a repeat guest, the hotel may refer to the Guest
History Card and apply the rate which the guest enjoyed in his previous visit (s).
i. Billing Arrangement
Specific arrangements as to the manner of the bill settlement

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 PAX ACCOUNT, abbreviated as PA (personal account of guest) is written when the guest will pay to the hotel
directly.
COMPANY ACCOUNT (abbreviated as CA) is indicated when bills be charged to the company. This payment
arrangement is acceptable only if the guarantee is in writing and the company has good credit status. The portion of
the bills to be shouldered should also be indicated, i.e., all bills or room/ meal charge only.
j. Remarks
In this space, the clerk notes down special request or arrangements e.g. VIP, commissionable, with extra bed, fruit
basket, special amenities, etc. Status of reservation must also be indicated here; e.g. confirmed, tentative, guaranteed,
etc.
k. Booked by
The name of the person making the reservation, his telephone number must be recorded for reference purpose.
l. Accepted by
Reservations clerk who accepted the reservation must initial the form for record purposes.
m. Date of Acceptance of Reservation

From the reservation form/ card, the reservations data are transferred to a reservation slip which is prepared in
duplicate.
Print the reservation slip and make sure the information is complete. The original copy of the slip goes to the
reservation rack and the other one is filed. The reservation card is forwarded to the supervisor for him to check and to
block the reservations in the Reservations Chart. Then the reservation card is filed according to date of arrival and in
alphabetical order. The daily arrival list is likewise prepared or updated making reference to the information written in the
reservations card.

STEPS AND PROCEDURES IN HANDLING RESERVATIONS

Greet the caller

Obtain caller and guest name

Check guest history

Check guest history

Note details of reservation

Up sell accommodation request

Rec. special req./ arrangements

Reconfirm details of reservation

Explain guarantee policy

Thank the caller

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HANDLING RESERVATIONS CALL

STEPS AND PROCEDURES PHASEOLOGIES

1. Greet the caller Lift the receiver as you say:
“Room reservations, good morning, How
may I help you?
2. Give the necessary information and Ask:
note down in the reservations “May I have the name of the guest?”
- Name of guest “What type of room sir?”
- Type of room and number of days “How many days from ____ to _?”
of stay “For what date sir/ ma’am?”
- Arrival and departure date “How will the bill be settled?”
- Manner of payment or billing
arrangement
3. If the room type preferred is not “I’m sorry to inform you that all suite rooms
available on the date mentioned, inform have been booked for May 15. How about a
the guest but suggest some options. deluxe room instead and we can transfer
4. If the caller wants the bill to be paid you to a suite room once there is an
by has company, the following shall available suite?”
be undertaken:
Check the credit list if the company is “Ma’am, since your company has no
among those with a commercial existing credit account with us, we would
account (a copy of this list must be like to request a deposit or an advance
provided by Finance) payment in the amount of P __ plus a letter
of guarantee from the company specifying
that they will answer for the balance of the
bill upon check out. Could we please have
this letter on or before your guest’s check
in?”
If the company has existing Credit line, “Ma’am, let me refer this, matter to our
inform the caller to send the Credit/ Finance Manager for approval and
authorization letter before guest I’ll get back to you for feedback”.
arrival. If no credit line, company
shall be asked to make pre- payment
and to send a letter of guarantee.
If the booking party requests that bills
be charged without pre- payment,
the approval of the credit manager
must be secured. Without this
approval, the pre- payment must be
made before check in of guest.
5. Make sure that all details are “We wish to confirm a reservation for Mr.
accurately taken. Validate and and Ms. Guest from May 5 to 7. His
confirm all the information that is preferred room is double deluxe at a rate of
received. P3500. They are expected to arrive on
March 5 at 22:00 hour. The guest’s bill will
be settled by his company under their
commercial account. “The total charged will
be P6000 which will be settled through
bank to bank deposit tomorrow. Your
contact number is 09188875775, your email
address is ______________. Please scan
and send us a copy of the deposit slip
tomorrow after the bank to bank payment.
We will send you the letter of confirmation.
This will be a guaranteed confirmed
booking when we receive the deposit slip
payment of your room charges.
6. Inform caller about 6 o’ clock policy. “Ma’am please advise Mr. ____ to check in
(If applicable in the hotel) not later than 6 o’ clock PM otherwise the
Note: if the guests is with regular or hotel reserves the right to give his room to
confirmed reservation waitlisted clients”.
7. Thank the caller and wait for him/ her “Thank you for booking with our Mr. ___
to be the first one to close the calling. Have a nice day!”
conversation as an act of courtesy.

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HANDLING RESERVATIONS BY EMAIL
1. Provide for reservation forms in the Email/ Webmail inbox.
2. Daily check emailed inquiries and reservations and give prompt response.
3. Before responding, check if all important information is indicated in the reservation form such as:
 Full name of the inquiring guest
 Full name of the checking in guest
 Arrival and departure date
 Type of room
 Number of days to stay
 Number of people who will stay
 Total number of rooms
 Manner of payment or billing arrangement
 Contact number
 Any special instructions about the booking
4. Call/ email reserving person for any missing information.
5. Before confirming, double check Room Availability in the Reservations Chart to avoid any double booking.
6. If the preferred room is available, inform the sender regarding the hotel policy on prepayment and the need for
Guarantee Letter if it is a guaranteed booking.
7. If preferred room type is not available, suggest other options until agreement is reached.
8. Once the guest confirms, and that all information are in order and prepayment has been made, email a confirmation
letter.

RESERVATIONS DURING FULL HOUSE

Guidelines:
1. The Reservations clerk must make sure that the availability board reflects the day’s date under either “on
request” or “close- out”.
2. All reservations for the day are not confirmed except for Top Accounts for which permission to confirm will be
asked from the Reservations Manager. Unconfirmed reservations are waitlisted and placed in the WIATLIST
folder according to date.
3. The Duty Manager must countercheck all reservations with no flight information and call up the concerned
companies. He should remind them of the 6:00 PM policy (if applicable).

BOOKING OUT DURING FULL HOUSE

When there are limited rooms available, priority is given to VIP’s (Very Important Person), regular patrons and
valued corporate accounts. Other are booked out, meaning referred to other hotels or properties. 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.

REQUEST FOR COMPLIMENTARY AMENITIES LIKE FRUIT BASKET

When very important guests (VIPs) are expected to arrive, the Front Office or Reservations Section usually request
for complimentary amenities provided by the hotel. Some hotels have fruit basket, others have Floral Arrangement, etc.

Procedures:
1. The requesting party shall fill up the Complimentary Request Form in three copies and distribute them as follows:
1st copy - Reservation copy
nd
2 copy - Cost Control copy
3rd copy - Office Copy of the department serving the complimentary item (usually Chef Office or Room
Service)
2. The time of arrival and the room number of the expected guest must be specified on the request form. This form shall
be divided to the servicing department (i.e., room service) a day before the guest arrival to enable the department to
make the necessary arrangement for the special amenities to be provided (like fruit basket, bottle of red-white-
sparkling wine, bouquet of flowers, etc.)
3. Upon receiving the form, the Supervisor in Charge initials on the original copy to acknowledge receipt of the form
from the Reservations Clerk.
4. On the day the VIP is expected, the attending Supervisor makes sure the fruit basket (or whatever special amenity) as
well as the mini bar is ready in the room on the date and time specified in the request form. Upon delivery of the fruit
basket/ mini bar in the room, the room service waiter advises that Housekeeping Supervisor that he has already
delivered said items. The Supervisor initials on the Service Copy of the request form upon inspection of the special
amenities in the room.

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TYPES OF HOTEL CLIENTS
For the purposes of designating room rates, hotel patrons maybe classified as follows:

1. WALK- IN GUESTS refer to those who come unannounced, looking for rooms. Walk- in guests with repeat
patronage maybe rewarded for their loyalty by being given a special rate or discount.
2. CORPORATE ACCOUNTS apply to companies or institutions, usually with special credit arrangements in the
hotel. If a credit line is extended, these companies are allowed to book their guests on charges provided that they send
a letter of guarantee to the hotel prior to the guest’s arrival. These accounts are usually treated with special rates and
are also given priority during high occupancy especially when they frequently patronize the hotel.
3. ASSOCIATIONS are groupings of individuals or groups for a common purpose or goal, sharing ideas, hobbies,
beliefs, other lots of things. Examples: Personnel Managers’ Association, Hotel and Restaurant Managers Association,
Lions Club, Jaycees, etc.
These associations make use of hotel services for live- in seminars, conventions and special events. They
usually go for lower rates since their members often pay for their food and room out of their own pockets.

4. TRAVEL AGENCIES. Most of these agencies have pre- arranged bookings of their tour groups in a hotel of their
choice. There are also many travel agencies that serve as intermediary in booking clients (usually travelers,
businessmen or tour groups) to the hotel, in exchange of a pre- negotiated incentive or commission.
5. GOVERNMENT INSTITUTIONS/ OFFICES. Some have special booking or credit arrangements with the hotel.
Example: TESDA, Department of Tourism, etc.
6. FREE INDEPENDENT TRAVELERS (FIT) refer to tourist or travelers traveling alone. It can also refer to Foreign
Individual Tourists who are not joining any tour group.
7. EDUCATIONAL INSTITUTIONS i.e., Schools, Training Centers
8. LOCAL/ DOMESTIC TRAVELERS. Some large hotels have ventured into a promotion known as “Sariling Atin”-
(our very own). This promotion provides for 30- 50% discount for local tourists or domestic guests.

9. BALIKBAYAN refer to returning or visiting Filipinos who are residing or working abroad. Some hotels provide for
special “balikbayan” rate.

10. OTHER ACCOUNTS

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LESSON II: THE FRONT DESK/ RECEPTION

A.CUSTOMER SERVICE

RECEPTION
As a guest enters a hotel, he/ she is greeted and escorted by the bellman to the counter and the reception area. The
reception is often thought of as the front office department as most guest transactions take place in his section. Here, the
front desk clerks experience the opportunity to have a face to face contact with guests. The little details in guest activities
are handled in the front desk, selling accommodation, receiving and welcoming guests, liaison with other
departments, and completing all activities relating to guest service and comfort.
Rooming the guest is the most important job of the front office personnel- it requires the ability to communicate
effectively, organize transactions, and anticipate guest needs, exercise professionalism, and courtesy in extending guest
requests. The airport representative who takes care of welcoming the guest and taking charge of his luggage handles
airport reception. A Hotel reception is when the guest arrives at the hotel and the front desk clerks assigns the room. It is
important that at this stage the front desk clerk observes guest psychology, practice judgment and tact in accommodating
the guest.
Whether the front office adopts the latest computerized equipment or not or even if it is a small establishment
where all transactions are kept manually, hotel front office operations are based on procedures and principles applicable to
all types of establishments.
CUSTOMER SERVICE
Customers come from the
word “custom” as in
“customized”. It is recognition
that people value most those
items that they believed are
customized to meet their
personal needs. People value
things because they can use
them or they value services
because these helps them
achieve a goal.

Service is anything other than physical goods valuable to customers.

What is a Customer?
 A customer is the most important person whether he comes in person, calls or writes to us.
 A customer is not dependent on us… We depend upon him for a living.
 A customer is not an interruption of our work. He is the purpose of it; he is doing us a favor by giving us the
opportunity to serve him.
 A customer is not someone with whom to argue or math out wits. No one ever won an argument with a customer.
 A customer is a person who comes to us because he needs certain services. It is our job to provide them in a way
profitable to him and to ourselves.
 A customer is not a cold statistic… he is a flesh and blood, human being with emotions and prejudices like our own.
 A customer is the most important person. Without him we could have no reason for living.

“It’s your job to make what you sell easy to use and easy to acquire”.

What is Quality Customer Service?

Quality customer service is defined as the measure of
ability to meet customer’s needs. This type of service is not
ordinary customer as it is done with excellence and distinction.

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 Differences between
effective and ineffective
service is a matter of
sensitivity, sincerity,
attitude, and human
relations skills- all of
which can be learned.

THE LAWS OF SERVICE

A. First Law of Service= Satisfaction equals perception minus expectations
For those of us providing service, pour relationship with customers is everything. As service providers, we are
expected to deliver customer expectations based on property standards.
This law explains that if customers expect a certain level of service and observe that the delivery was equal or higher
in level, they will be satisfied. However, if the expected delivery of service was far below on how the customer perceived,
dissatisfaction occurs.
For example: a guest expects to be assigned a room in 10 minutes but the desk clerk was able to do it in 5 minutes,
the guest will be satisfied. Nonetheless, if the guest anticipates that a room will be assigned to him in 5 minutes but was
done in 10 minutes he will be dissatisfied.

Guest thinks check- in will be 10 minutes- done

5 minutes= satisfied

Guest thinks check- in will be 5 minutes- done

10 minutes= dissatisfied
To attract more
understand these
expectations to meet their
required demands.
1. Accessibility- Customers want
around to assist them in their
needs.
2. Courtesy- A simple greeting
experience with you a
memorable one.
3. Personal attention- A c
person can be a beginning of a
lasting relationship with them.
4. Consistency- The delivery of services and giving out of inquiries to customers are necessary to avoid doubts and disappointm
5. Teamwork- Cohesiveness among employees and management can lead to a successful flow of operations.
6. Empathy- A service personnel is expected to anticipate customer desires and initiates moves to better understand his
personal being.
7. Job Knowledge- It is a must for employees to know the facts relevant to their jobs and the company they work with.
It is embarrassing when an employee cannot answer questions related to the hotel and the surrounding community.
Proper orientation by management can eliminate such problems and embarrassments.

A. Second Law of Service= First impressions are lasting

A customer’s encounter with a hotel
employee could be both a beginning and an end of
relationship. This impression is dependent on
how service is delivered to the customer and how the

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customer feels about it. When an employee does not render the expected quality service negative impressions are felt by
customers. If satisfied, they make good impressions and become valued customers.
Handling Guest Complaints
 Listen, do not interrupt
A dissatisfied guest will feel better after he has aired his complaint. Show interest in his problem by taking down
notes.
 Never argue
Bear in mind- the customer is always right. We loss when we argue. If a guest loss in an argument, he’s likely not
to return. Thus, we lose business.
 Be calm and sober
Do not panic; use presence of mind to accommodate the guest. Work calmly, under pressure and show the guest
that you are in control of the situation.
 Empathize with your guest
Make him realize that you understand why he was dissatisfied.
 Apologize
When we inconvenience our guest, we owe him an apology.
 Be open- minded and show appreciation
Welcome guests’ comments, we should be thankful that they gave us the opportunity to be aware of their problems.
 Do not be defensive
Accept the situation that a problem exists.
 Be gracious and courteous
Always be tactful and diplomatic when dealing with the complaint.
 Reach to resolve the problem
Correct the situation right away. The guest will feel better if he sees that you are doing something about his
complaint. Notify the guest on what was done to resolve the problem.
 Never settle a complaint or problem in front of a guest
If it involves a colleague or operational issue, resolve it not in the presence of the guest to avoid embarrassment on
the party concerned.
 Never pass the buck (blame)
Do not pass the blame to other departments as they may create conflict.
 When things become more difficult, call the attention of the Front Office Manager on duty
Remember: It is not so much of the complaint or undesirable situation that drives away the customers but more the
manner by which you handle the situation.

B. Third Law of Service= A service- oriented attitude from employees alone is not an assurance of good service
The last law of service tends to emphasize more on management concerns. The first two laws above concentrated
on employees’ interactions with customers.
The last focuses on the support systems necessary to assist the delivery of quality service. Infrastructure (facilities),
managerial techniques, technology assistance, and etc. are some factors which could contribute to the goal of being a
service- oriented enterprise.

GUEST COMPLAINTS

Nature and Types of Complaints

1. Mechanical
 Heat, light or power
 Furniture
 vending machines
 Keys
 Plumbing (bathroom)
 Appliances (radio/ television)
2. Service
 Delays
 Assistance
 Rooms
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  Telephone
 Wake up
 Food and beverage delivery and quality problems
 Room service
 Desk personnel
3. Staff Attitudes
 Rude
 Insulting
 Derogatory
 Careless
 Eavesdropping
 Overfriendly
 Uncooperative
 Insensitive
4. Unusual
 Weather
 Pets
 Transportation
 Closing Time
 Anything over which the hotel has little control

Things to Remember in Handling Guest Complaints:

Bear in mind the following acronym
 H- hear the complaint of the guest
 E- Empathize with the guest
 A- Apologize to the guest
 T- Take action and be responsible for the complaints.

In addition, consider also the following reminders:

 Approach and greet the guest with eye contact and introduce yourself in a caring, helpful and concern manner.
 Listen carefully to the guest’s explanation. Do not interrupt the guest.
 Apologize immediately to the guest.
 Confirm to the guest if your proposed action is accepted.
 Never offer excuses nor blame another person or team.
 Check with the guest if she/ he were satisfied with the way the complaint was handled.
 Thank the guest for rising up the complaint. It gave the opportunity to correct the situation.

Guest should be greeted in the following manner:

 Make eye contact with the guest
 Smile at the guest
 Approach and greet the guest
 Use guest name if he is a return patron or known to you
 Assist guest by asking “How may I help you?”

Why Customers QUIT?

 1% Die
 3% Move away
 5% Have other friends in the business
 9% Quit for repetitive reasons
 14% Quit because of product dissatisfaction
 68% Quit because of the attitude and indifference of an
employee

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LESSON II: THE FRONT DESK/ RECEPTION

B. FRONT DESK OPERATIONS

FRONT DESK OPERATIONS

The processing of individual and group bookings and the registration of guests are undertaken at the Front Desk.
Some hotels give the name Reception Desk rather than Front Desk.
Specific functions of this section include:
1. Allocating rooms for expected arrivals;
2. Attending to the registration of arriving guests;
3. Handling and distributing room keys;
4. Receiving mails, parcels, messages and other documents for house guests and ensuring that they are properly
delivered to the guest;
5. Serving as communication center, disseminating information about hotel facilities and services and also other matters
like points of interest, flight schedules, areas of entertainment, tourist spots, etc.
6. Updating the room status of all guestrooms and reconciling said status with the room status report of the
Housekeeping Department;
7. Preparing and updating records pertinent to the guest’s stay in the hotel;

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8. Submitting Night Sales Report indicating the number of rooms sold, vacant rooms, average rate total revenue,
occupancy rate, etc.
9. Coordinating with other departments in the performance of its Function, particularly with the Housekeeping and
Accounting Section.
10. In some 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.

Registration of Guests with Confirmed Reservations

Nowadays, most guests who register at the front desk have advance booking as they make their reservations prior to
arrival. These guests are listed in a separate Daily Arrival List that is usually prepared the reservations clerk or a night
clerk the night before the guest arrival. Likewise, their names are listed opposite the room that is “blocked” for them in
the Guest List or Room Status Board.
When a reservation is confirmed and pre- paid, the arriving guest is usually pre- registered, with pre- blocked room.
The details of confirmed reservation maybe copied from the reservations form to the registration card, including the name
of arriving guest/s, room nights, room type and rate, assigned room, billing arrangement, company and other available
information. When the expected guest arrives, the desk clerk simply pulls out the form from the rack or designated folder
and clarifies or validates some information. He clarifies the spelling of the name or asks whether the name is first name or
surname, etc. after validating said information, he then asks the guest to check all written information on the form and
then requests him to sign his name. There is no more need to go through the process of time- consuming registration and
bill settlement.

“Miss Cruz, we have a confirmed booking for you under the name of Meljay and Co. For verification Madame, your
family name is Cruz, which is spelled as C, R, U, Z, is that right? You will be staying for two nights and your departure
will be November 15. Your booking is guaranteed by Meljay and Company so you can sign under your room account.
May I request you to further check details in your registration form and to sign your name?
Daily Arrival List
Names of Room Type Rate Status Departure
Guests
1. M/M Jones, 201 DBL P5900 GTD- BPI 23 Dec
Michael
2. Cruz, Jenny 202 SGL P2900 GTD- Meljay 15 Nov
& CO.

Pre- registration of VIP Guests

All expected VIP’s (Very Important Person) are pre- registered. The following forms will be used for VIP arrivals.

The front office is expected to:

1. Prepare registration cards with complete name, arrival dates and company affiliation.
2. Advise the Housekeeping Department for VIP amenities and set- up.
3. Prepare the complimentary order request for fruit basket and or flower arrangement or any available amenity for
VIP’s.
4. The Resident Manager or the Front Office Manager and Housekeeping Manager shall inspect the room and take
action on perceived defects before the arrival of the guest to make sure everything is in order.

Processing Registration of Walk- in Guests (Check In Procedures)

PROCEDURES: PHRASEOLOGIES
1. Welcome and greet the guest. “Good Morning Mr. Jones. Welcome to _____ Hotel.
Welcome him back if he is a repeat patron. “Welcome back. We are glad to see you again, sir/ ma’am.”
2. Ask for the guest’s name if not known to “May I have your name sir?”
you. Say:
After getting his name, check the arrival list if he is in the list of expected arrivals (with reservations). If not
in the list, he is considered a walk- in guest (without reservations). Never ask: “Do you have reservation?”
This sounds offensive and gives the guest an impression that only those with reservations are favored. By
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 simply looking at the arrival list, one will know whether the guest is expected and has advance reservations.
3. Verify reservations details if the guest is “Miss Quiroz, we have a confirmed booking for you under the
pre- registered, with pre- blocked room. In name of Mistsui and Co. For verification ma’am, your family
a computerized Front Office System, the name is Quiroz, which is spelled as Q, U, I, R, O, Z, is that
details of confirmed reservation maybe right? You will be staying for two nights and your departure
copied from the reservations form to the will be August 2. Your booking is guaranteed by Mitsui and
registration card, including the name of Company so you can sign under your room account. May I
arriving guest/s, room nights, room type request to further check details in your registration form and
and rate, assigned room, billing to sign your name?”
arrangement, company and other available
information. When the expected guest
arrives, the desk clerk simply pulls out the
form from the rack or designated folder
and clarifies or validates some information.
He clarifies the spelling of the name or
asks whether the name is first name or
surname, etc. After validating said
information, he then asks the guest to
check all written information on the form
and then requests him to sign his name.
4. If the guest is a walk- in (no reservation, “May I request you to fill up the registration form?”
not in the arrival list and not pre- “At the moment Mr. Roderno, the available double deluxe
registered) the desk clerk must first ask the room is still being made up. Do you want to settle for a king
guest’s preferred room and then checks the double deluxe instead?”
Room Status Bulletin (or rack whichever is
used) if it is available. He must check
rooms with status of “vacant ready”. If the
preferred room is available and ready, the
desk clerk shall give a registration form to
the guest for him to fill up. Make sure it is
duly signed and that all needed information
are entered on the room.
It is possible that the preferred room is
available but not yet ready. The status is
“Vacant dirty”. In this case, inform the
guest but encourage him to take another
room if he does not want to wait.
If he is willing to wait, then invite him to “While waiting for your room, would you like to enjoy a coffee
the coffee shop for a coffee break or to break at our coffee shop or would rather entertain yourself
read magazines at the lounge so as not to with some magazines at the lounge?”
get bored.
Different hotels require varying information during the registration. Most data are required for security reasons
and for reference in preparing marketing strategies. The basic information needed are:
 Complete name and address, with contact number
 Nationality
 If foreigner, the passport number and place of issue
 Company and address
 Length of stay
 Preferred room and Method of payment
 Billing arrangement whether by card or cash or charge to company
 Additional information used by some hotels such as
- Car plate number
- Next destination
 With the proliferation of criminals, bombers and rebel groups that have victimized various
establishments everywhere in the world, every hotel needs to be more vigilant in insuring that dangerous
people who register in a hotel will be properly identified and prevented from possibly victimizing the
hotel and its guests. That is why it is necessary to have as many information about the guests
background, contact number and address. For security reasons, some hotels even go to the extent of
asking unknown guests about their car registration, purpose of visit and next destination so that in case
they create any trouble or they need to be contacted the hotel can easily trace their whereabouts.
 It is a common practice among hotels to share information about guests who are blacklisted due to
robbery, skipping bills, etc. The desk clerk must check guests’ names against this list before accepting
them for registration.

REGISTRATION FORM

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 QSU HOTEL
Dipintin, Maddela, Quirino

No. ___

Name of Guest/s No. of Room Type

guest/s

Nationality Date of Birth:

Company and Address Contact Number

Landline:
Cellphone:
Email:
Fax:
Home Address Phone number

For foreign guests Bill Settlement

Country of origin ( ) cash ( ) credit card
( ) travelers cheque
Passport number: Type: Master- Citibank
Issued at: Credit limit: P150, 000.00
Next destination: Expiry date: 1 December 2012
( ) company account (pre- paid deposit
( ) voucher ( ) others
Noted by Guest Signature

____________________________ I agree to be personally liable for all my

Desk Clerk charges in the event that the company or
person who guarantee for my booking fails
to settle my charges.
Columns below are to be filled up by desk clerk

Room Number Room Rate Deposit Remarks:

Arrival Departure RSVN no.

5. After the guest completes the registration form, the desk clerk must insure that:
 The registration details are complete, correct and legible;
 The guest has signed the form;
 The guest is well informed of the terms and conditions (usually indicated at the back of the
registration form), as well as the room rate and what it covers;
 The guest is also informed whether he is entitled to a signing privilege or not and
 The details of the booking that are indicated in the reservations form have not charged.
On the lower portion of the registration form, the desk clerk must indicate the room number,
room rate, applicable discount if any, and affix his/ her signature. Then he shall time stamp the
registration card at the back.
6. Endorse the registration form to the Front Office “Ms. Quiroz, you are booked under the
Cashier for bill settlement (unless the desk clerk account Of Mitsui and Co. We have not
also does the cashiering function). If the guest received your company’s letter of
charges are to be billed to a company account, authorization/ guarantee as of this date.
check if the letter of authorization from the Do you have it with you?”
company is already forwarded to the hotel. If not,
ask the guest if he has the document.
If the guest neither has the authorization letter, the “Sir, it is our company policy to require
matter has to be referred to the Duty/ Front Office an authorization letter for any company
Manager who will decide whether to allow for account. Since this is not yet with us, I
charges under the company account or not. The usual hope you don’t mind if we have to place
practice is for the guest to be booked as personal you first on a personal account but we
account either by cash or credit card payment pending will adjust your booking as company
the arrival of the authorization letter. If this is the account the moment, we receive the
case, the guest must be told discreetly and deposit letter. The letter must be with us prior to
may be asked or an imprint of his credit card maybe check out”.
taken. With this measure, the hotel can be protected

13 PRELIMINARY MIDTERM IN HMPE-108

 against possible losses.
7. Once the bill is settled, prepare the Guest ID and “This is your Hotel ID and room key
give it to the guest. Ms. Quiroz. For your security we
Say: request that you present your ID each
time you claim for your key.”
8. Call for a bellboy to accompany the guest to his “Ms. Quiroz, your room is on the
room. Mention the guest’s name and give second floor. Our bellboy Sonny will
rooming instructions. accompany you to your room.”
9. Wish the guest a pleasant stay. “Have a nice day Ms. Quiroz. We hope
you will enjoy your stay with us. Don’t
hesitate to call the Front desk should
you need any assistance”.
10. Enter the guests’ name and other details in the Guests List (maybe done manually of through
the computer. A computerized system creates a data base wherein the names and other
details regarding house guests are recorded including their room, length of stay, billing
arrangement (whether with or without signing privilege, special arrangements, etc.) this data
base can be easily accessed in the network by all service units like Housekeeping, Telephone
Exchange, Laundry and Restaurant for them to know the payment arrangement for guest’s
consumption or use of services.
11. Change the room status of the newly occupied room in the room status indicator/ rack or in
the Guest’s List, or computerized room status bulletin, whichever is used. The room will
now have the status of “occupied”, with the name of the occupant written in the
corresponding room number. If a manual coding is used (sometimes status is indicated by a
color code), change the code.
12. If the hotel is fully booked, assist the guest in “I’m sorry Mr. Roderno but we are
getting accommodation elsewhere and offer to fully booked right now. Would you like
transfer him/ her to the hotel once a room will be me to get you a booking in one of the
available. neighboring hotels?
If the guest intends to stay for more than a day, “We expect some rooms to be vacated
offer to transfer him to the hotel. by check out tomorrow and we can
arrange for you transfer to our hotel.”

Hotel Guests without Signing Privilege

To prevent probable loss of hotel revenue, hotels make it a policy not to extend signing privilege to:
a. Guests who are not covered by a guarantee or an authorization to sign by any sponsor (individual or company),
b. Guest who are registered as “cash basis (CB). They are booked as personal account (PA).
These guests are not allowed to sign in all outlets, laundry service or room service. The Guest Account Folio is
stamped “cash basis” for the information of the Front Office Cashiers. If the guest wants to sign against this deposit,
additional deposit is required. Bills of guests shall be charged against this deposit and any remaining amount shall be
refunded upon check out. If, however, the deposit is not enough to cover for charges, the desk clerk must be informed so
that he can advise the guest to make additional deposit.
On a case to case basis, the Duty Manager or Front Office Manager may allow the removal of a Guest from the
Cash Basis- List and grant him a signing privilege if he is personally known to the manager as a person of integrity and
with paying capacity.
The Desk Clerk must discreetly explain to the guest on “cash basis” that he will not be able to sign chits or charge
his bill to his room account (payment upon check out). Upon consumption or use of services, he has to pay immediately
either by cash or through valid credit card. If he wants to sign chits, he will be directed to the Front Office Cashier for the
required deposit based on estimated consumption.
If a deposit has been made, the Front Office Cashier will refund any unused deposit but the guest must present the
official receipt and surrender the room key. Paid- out voucher is signed by the Manager on Duty.
If an imprint of the credit card is made during the registration, serving as guarantee for payments, then the guest
maybe allowed signing chits. The card is also checked if valid, not expired nor suspended. The cashier also checks if the
credit limit or credit available is large to cover for all total charges.

Guests Claiming Reservations

When a guest has a reservation and has arrived by the time stated in his confirmation, there must be a room
reserved for him. If for any reason, that is not possible, secure a room for him in another hotel, provide him a
complimentary transportation there and the next day bring him to the hotel.
1. When there are no rooms available and the guest meets the above qualification, the clerk will inform the manager to
advice the guest of the situation and apologize.
2. The manager/ supervisor will then obtain a reservation for the guest in one of the hotels in the approved list. The
guest must however be advised that this is a relocation reservation.

14 PRELIMINARY MIDTERM IN HMPE-108

3. Determine if the guest will require more than one- night accommodation. If so, ask if he wants you to hold a
reservation for him in the hotel the following day. If the guest agrees, give him a calling card and ask him to notify
the hotel once he is already to move back.
ROOM TRANSFER
Guest may be transferred to another room for the following reasons:
1. Guest requests for the room transfer because:
a. he finds the room small or uncomfortable,
b. he wants a better location with a better view,
c. he prefers a room on the lower floor,
d. he wants a better or more spacious room with more amenities.
2. Present room turns out to be out of order or with defective facilities like leaking faucet, out of order shower, etc. and
it takes time for Maintenance Unit to correct the source of trouble.
3. Other valid reasons.
Procedures for Room Transfer
1. Check the availability of the room.
2. Fill up the room change form in four copies.
3. Call Bell Service to assign a bellboy who will assist the guest during the room transfer and give him a copy of the
room change together with the key to the new room.
4. Give one copy of room change form to the Front Office Cashier, another one to Telephone Exchange and also for the
Housekeeping Unit. Keep the last copy for file.
5. Change the old room number to the new room number in the Information Rack Slip.
6. Once the transfer has been completed, get the old key from the bellman.
7. In the room status indicator, change the room status of former room from “occupied” to “vacant dirty” and inform
housekeeping section for them to schedule immediate room make up.

ROOM CHANGE FORM

Name of Guest: Date: Reasons for the transfer:
Alice Santos November 1 Upgraded room from
standard to deluxe
Change of room from room number
201 to 205
Approved by: FREDDIE RIVERA Prepared by:
Front Office Manager MARITESS CASTRO
Desk Clerk

CHECK OUT ASSISTANCE

PROCEDURES: PHRASEOLOGIES
1. Get check out registration card from
the Front Office Cashier
2. Warmly greet the guest and ask how “Good morning Mr. Guest, how may I
you may help him/ her. help you?”
3. Ask the guest name and room
number. Then pull out his guest folio
15 PRELIMINARY MIDTERM IN HMPE-108
 where all his records of consumption
are kept.
4. Check for any last- minute messages,
mail, or additional charges not yet
posted (such as restaurant, bar, and
long distance phone calls.)
5. Ask if the guest has made additional charges to his/ her room in the last 30
minutes. If there are last minute charges, be sure that they are posted. This avoids
last billing which is costly for the hotel and annoying to the guest. If no late
charges have been made, tell the guest the amount payable.
6. Ask how the guest wishes to settle the account (or amount owed).
a. If a credit card is used, be sure to follow credit card policies and procedures.
Make sure the card is not expired and is not listed on the credit card
cancellation or suspension bulletin.
b. If the personal check is used, follow check cashing policies and procedures.
If the guest is paying with cash, post the folio “paid”, time- stamp it, and give a
receipt to the guest.
7. Ask for the room key. “May I have the key sir/ ma’am?”
8. Ask the guest if he wants to make “Mr. Guest, do you have any plan of
advance reservation for his/ her next coming back? Would you like us to make
visit to the hotel. Ask also for advance reservation for you?”
comments and suggestions for
improvement of service.
“Thank you very much Mr. Jones for
Thank the guest for staying in the hotel choosing our hotel for your
and invite him/ her to come back. As he/ accommodation. We hope to see you
she leave the desk area, wish him a safe again. Have a pleasant and safe journey.”
and pleasant journey.
9. If a guest complains about a service or “I can see how disappointed you are sir.
maintenance problem, acknowledge I’ m sorry that we made you feel that way.
and empathize with him following I have taken note of your comments. Rest
procedures for complaints handling. assured we will have this documented and
Thank the guest by bringing the the management will certainly take
problem to your attention and assure remedial action immediately. Thank you
him it will be noted and that for bringing this matter to our attention.”
appropriate action will be taken.
Inform the Manager of the complaint or comment so that action can be taken to
correct the problem and prevent it from happening again. If the guest is still unhappy
with the service or maintenance, call your manager or supervisor. Try to make sure the
guests do not leave the hotel disappointed or dissatisfied.
10. Take out room rack sip and forward the slip (with notations check out) to the
Housekeeping Department.
11. Record check out in Departure record.
12. File check out registration cards alphabetically in the Check-out Registration Card
Box.

16 PRELIMINARY MIDTERM IN HMPE-108