FRONT OFFICE

OPERATIONS

MA. GLENDA O. CASANOVA, CHP

LEONNA MARRIEN U. ASI, Ph.,d, CHP

 TABLE OF CONTENTS

TOPICS PAGE

Chapter 1 OVERVIEW OF FRONT OFFICE

Definition of Front Office……………………………………………………..
The Rooms Division and the Front Office …………………………………
Organizational Set-up of Front Office ………………………………………
Front Office Personnel and their Job Description ………………………...
Front Office Personality ……………………………………………………...

Chapter 2 ROOM SALES AND RESERVATIONS

Handling Room Reservations…………………………………………..........
Types of Reservations………………………………………………………..
Documents for Processing Reservations…………………………………..
Procedures for Handling Reservations……………………………………..
Room Statistics………………………………………………………………..

Chapter 3 BELL SERVICE

Functions of Bell Section……………………………………………………..
Escorting Guest for Check – in……………………………………………....
Attending to Check-out of guest…………………………………………......
Room Transfer and Mail / Message Delivery……………………………….
Storage and Withdrawal of Luggage………………………………………...
Monitoring Checklist of Bellboy……………………………………………….

Chapter 4 THE FRONT DESK

Functions of the front Desk…………………………………………………....
Procedures for Guest Registration……………………………………….......
Registering Guest without Signing Privilege………………………………..
Guests with Reservations……………………………………………………...
Making Amendments to Chart Form………………………………………….
Room Sales Recapitulation…………………………………….......................
Handling Mails and Packages………………………………….......................
Handling Room Transfer and room Count……………………………………
Group Check-in………………………………………………………………….
Room Status Report and Reconciliation………………………………………
Check-out Procedures……………………………………………………..........

Chapter 5 FRONT OFFICE CASHIERING

Functions of the Cashiering Unit…………………………………....................
Types of Accounts and Credit Policies……………………………………......
Handling Commercial Accounts……………………………………….............
Authorization Letter for Credit Accounts………………………………………
Cash Handling Guidelines………………………………………………............
Processing Payment for Credit Cards…………………………………………
Processing Check Payments…………………………………………………...

Chapter 6 TELEPHONE EXCHANGE

Functions of the Telephone Exchange………………………………………...
Handling Incoming and Outgoing Calls………………………………………..
Handling Wake-up Calls…………………………………………………………
Processing Overseas and Long Distance Calls………………………………
 Handling Bomb Threat Calls……………………………………………………
Basic Telephone Manners for Operators………………………………………

Chapter 7 INSURING GUEST SAFETY

Protecting Guests Valuables……………………………………………….......
Dealing with Suspicious Persons and Objects……………………….............
Safety Measures and Key Handling…………………………………………..
Screening of Calls and Visitors…………………………………………….......
Dealing with Bomb Threats……………………………………………………..

Chapter 8 FRONT OFFICE SALES AND GUEST RELATIONS

Salesmanship at the Front Office………………………………………………
Selling through the Telephone…………………………………………………
Selling to a Price-Conscious Guest……………………………………………
Selling to Undecided Guests……………………………………………………
Handling Reservation Difficulties………………………………………………
Upselling Rooms……………………………………………………...................
Communication in Sales……………………………………………………….
Dealing with Customer Concerns and Objections…………………………..
Handling Guest Complaints……………………………………………………
Basic Hotel Terminologies…………………………………………..………….
 Chapter INTRODUCTION TO THE
1 HOSPITALITY INDUSTRY

The Hospitality Industry is one of the major sources of revenue and employment
in the Philippines as well as in other countries. The word “Hospitality” refers to
commercial services given to tourist and travellers by establishments like hotels, resorts,
tour and travel agencies, restaurants, tourists‟ attraction centers, heritage sites, theme
parks, entertainment and relaxation centers like bars, theatres, sports complex and
leisure centers.

Hotels and Accommodation Facilities

Hotel, resorts and other establishments for lodging and accommodation plays a vital role
in the promotion of the hospitality business since they provide most of the services
needed by tourists and travellers, among which are room accommodation, food,
entertainment and many others.

In the promulgation of Rules and regulations governing hotels and similar

establishments, the Department of Tourism in the Philippines categorized
accommodation establishments as follows:

a. Hotel is a building, edifice or premises, a completely independent part thereof,

which is used for the regular reception, accommodation or lodging of travellers
and tourists and the provision of services incidental thereto for a fee.
b. Resort is a place with a pleasant environment and an atmosphere that is
conducive to a comfortable and healthful relaxation and rest, offering food,
sleeping accommodation and recreational facilities to the public for a fee or
remuneration.
c. Tourist Inn is a lodging establishment catering to transients but does not meet
the minimum requirements of an economy hotel.
d. Apartel is a building or edifice that has several independent and furnished or
semi-furnished apartments, regularly leased to tourists and travellers for dwelling
 on a more or less long term basis and offers basic services to its tenants, similar
to hotels.
e. Pension house is a private or family – operated boarding house, a tourist guest
house or a tourist lodging house employing non-professional domestic helpers. It
is equipped with several independent let table rooms but the toilets, bathrooms,
showers, living and dining rooms and the kitchen are commonly shared by
occupants. Board and lodging is provided for a fee that is much lower than those
charged in hotels and tourist inns.
f. Motorist hotel (Motel) is originally designed for travellers who seek for a place to
rest during a long travel. The structure is equipped with several separate units,
with individual or common parking space at which motorists may obtain lodging
and in some instances, meals. It is also located along the highway.

Hotel Management
Hotels are managed and operated in various ways as follows:
1. Owner managed and operated
The hotel is operated and managed by the owner himself, with the support of his
management and technical staff.

2. Franchised
The hotel is independently owned but it is affiliated to a chain. There is a franchise
agreement whereby the hotel owner, known as franchisee, pays a franchise fee to
the chain management (franchiser). This fee covers payment for the use of the
name as well as the management and operational systems which are installed by
the franchiser to its franchisee hotel to enable it to maintain consistent level of
quality in products and services.

Some hotels that are part of an international chain are:

Hotel Nikko International Marriot Hotels

Shangri-La Hotels Intercontinental
Hilton Hotels Holiday Inns

Franchised hotel benefit by way of:

 Using a hotel name, logo and signage that is reputable and has gained
international acceptance. The name itself sells;
 Being covered in an international or national advertisements and
promotional campaigns which could have been too costly if done by
individual hotels;
 Having access to the Central Reservations System (CRS). This system
provides avenue in the internet website where each franchise hotel can be
easily located by prospective clients. It also provides information about the
hotel, its products and services and how booking can be done.
 Maintaining consistent control of cost and quality of service by utilizing the
operational procedures and standards mandated by the franchiser.
Franchise hotels can lose their franchise if they fail to meet the mandated
quality standards.

3. Management contract arrangement

In this type of management, the hotel owner sub contracts the operations and
management of the hotel to an external management company in exchange of a
contracted management fee. The management team is given full autonomy in
running the hotel and in setting up the systems and procedures.
Hotel Grading System and Hotel Facilities
In many countries, a “Star System” is used to classify hotels. Others award flag, crown or
rosette instead of a star when they classify or grade a hotel. The criteria for grading vary
among countries but the major considerations include the size of the hotel, type of
facilities and the quality of services. With this grading system, clients will have a
benchmark for comparing the quality of facilities and services offered against the prices
quoted.

Small hotels have limited facilities. Aside from guestrooms, there is a small lobby lounge,
one or two food outlets, a small or conference room, and a simple sport relaxation
facility.

Larger hotels have more guestrooms and are equipped with some or all of the following
facilities and services:
 Guestrooms with private bath, some of which are equipped with luxurious
amenities
 24-hour Reception and Information service
 Restaurants and entertainment centers like bars, cinema, etc.
 Relaxation centers like swimming pool, massage, spa, sauna, gym and other
sports facility
 Conference rooms and function rooms for banquet events
 Foreign exchange service
 Concession shops who pay rent to the hotel
 Kiosk or souvenir shops operated by the hotel or a concessionaire
 Room service – (luxury hotels have 24 hours operation)
 Business centers – for computer work, fax, email, internet service, etc.
 Post office or mail service and safety deposit facility
 Garage with valet service
 Health clinic with on call doctor and a full time nurse
 Others

Hotel Size and Classification

The operation of the hotel is largely influenced by its size. While there are no exact
criteria for size classification, it is common understanding that hotels with less than 50
guestrooms are considered small, those with 50-250 rooms are said to be medium-size
and those operating more than 250 rooms are considered large hotels. Small hotels
require less operating units and fewer personnel and they perform multifunction. Medium
and large hotels with large volume of transactions have a more specialized function.
There is a designated department to do housekeeping, another one to handle sales and
reservations, a separate unit or department for other transactions.

Hotel Classification by Location

The location of hotels can have significant effect on its patronage. Hotel clients usually
prefer a hotel that is situated in a place that works best to their advantage. For example,
travellers would prefer one that is at the airport, businessmen would go for a hotel that is
located at the main city where most business is transacted.

Based on location, hotels can be classified as:

1. Airport Hotel
 This hotel is located at the airport. It works best for travellers who travel by air. It is
also the one chosen by airlines as venue for the accommodation of lay-over
passengers (those who have to wait for delayed flight, requiring them to stay
overnight in a hotel).

2. Downtown or Suburban
Being located in downtown areas, this hotel is very accessible to business and
commercial centers. It is an ideal venue for businessmen and shoppers who are
in town for business ventures.
Convention hotels that are designed for big convention are usually located in
downtown areas and can therefore be classified as downtown hotel.

3. Resort Hotels
This type of hotel is usually located away from the city or suburb, but the location
carries a special attraction, other than the hotel itself. The attraction can be
natural wonders like a mountain, seaside, amusement, park, etc.

This type of hotel is often the best choice for tourists and guest who can go on
vacation or who are involved in an event that requires a place of tranquillity and
relaxation like seminars, retreats, team building or planning sessions.

Hotel Organization
A hotel is usually divided into 3 main divisions.

1. The Rooms Division which handles all matters pertaining to room

accommodation and maintenance. This covers the following departments or units:

Housekeeping Department – handling

Guestrooms make-up and maintenance
Public area maintenance
Linen and Laundry Service

Front Office Department – handling

Reception, Registration and Guest Relation Assistance
Bell Service
Telephone Exchange
Room Sales and Reservations

2. Food and Beverage Division which is concerned with food Preparation and
service. It covers:

Food Outlets – Restaurant and Bars

Room Service
Banquet and Catering
Kitchen

3. Administrative Division is more concerned with administrative and office matters

and it covers sub units like:

Human Resource Department

Engineering or Facilities Maintenance
Accounting
Purchasing
Cost Control and Warehouse
Security Office
The first two divisions are directly involved in operations and service delivery. They are
said to be at the “Front of the House” since they are at the frontline and situated in
guest contact areas. Most of their service and personnel are directly dealing with guests
that they are called “front liners”.

“At the back of the House” are Administrative Offices who are behind the scenes,
meaning they are not in guest contact areas and most of their personnel are not dealing.
 THE ROOMS DIVISION and the FRONT OFFICE
The Rooms Division or Rooms Maintenance Department consists of three
sections, namely; Front Office, Room sales and Reservations and Housekeeping. The
Front Office attends to room bookings, registration of hotel guests, guest relations
assistance and other related matters. The Housekeeping Section is responsible for
maintaining the cleanliness, orderliness and maintenance of guestrooms and public
areas. It also provides linen and laundry service. The Room Sales handles room
reservations and sales. In smaller hotels and lodging houses, the room sales and
reservations are handled by the Front Office or a centralized sales Office.

The Front Office is a very critical service unit because the first contact of guests and
prospective patrons in the hotel are the Front Office personnel. It is from this first contact
that the guest makes his first and oftentimes lasting impression about the hotel. The way
patrons are initially received and treated by Front Office staff will condition their
disposition to other hotel services. If they begin their stay with a favourable impression
because of the front office hospitality, they will most likely come back and patronize other
hotel services.

ORGANIZATIONAL SET – UP OF FRONT OFFICE

Among medium and large hotels, there is a separate section handling each area of
operations, under the command and supervision of the section head, i.e., front desk
supervisor, bell captain, etc. the various units include:

1. Front Desk that looks after the registration of hotel guests and serves as
communication and information center;

2. Reservations Section which handles inquiries and reservations for room

bookings;
 3. Bell Service which is responsible for escorting guest during check in and check
out, for attending to guest luggage and for doing errands for the Front desk;

4. Telephone Exchange operates the switchboard or the Telephone

Communication System to include: answering incoming calls, receiving and
disseminating messages, giving information to callers through the phone, placing
and receiving long distance and overseas calls, screening calls, attending to wake
up call requests and other related matters;

5. Front Office Cashiering looks after the preparation of bills and the settlement of
guest account.

6. Concierge/Guest’s Relations Assistance is the section that attends to various

forms of guest services like tour and travel assistance, directions to point of
interest, confirmation of airline tickets, booking for cultural shows, car hire and
other services of this kind.

7. Airport/Transport Assistance handles the transport of guest to and from the

airport or other transport terminal.

8. Business Center handles special services like computer service, fax, email,
xerox, souvenir items, etc.

The Front Office Organization

In medium and large hotels with voluminous transactions, there is a very specialized
division of labour in the Front Office. One section attends to sales and reservations,
another one to guest registration, a separate unit for cashiering and another unit for other
task. This is illustrated in the organizational chart (Fig.1.1)

Figure 1.1 Front Office Organization – for Large Hotels

In smaller establishment with fewer rooms and less transactions to attend to, the
organizational chart can be simplified to save on labor cost. This may involve the
merging of related functions. A desk clerk also serves as the information and guest
relations clerk; the bellboy is also the doorman. The duties of a telephone operator are
handled by the desk clerk if there are limited calls to attend to. When there are very few
guests, some hotels resort to having an on-call bellboy who came from the ranks of room
attendants.

Figure 1.2 Sample Organization of Front Office in Small Lodging Establishments

Organizational Structure – is an
arrangement of relationships that guides a
group of people for the achievement of
specific goals. It is essential to coordinate all
the efforts of all the people within the
establishment. The activities can include
rules, roles, and responsibilities.

JOB DESCRIPTION OF FRONT OFFICE PERSONNEL

Front Office Manager
Basic Function: Plan, organizes, directs and controls all areas of Front Office
operations

Specific Duties:
1. Prepares forecast of room occupancy; monitors actual occupancy against
forecast, prepares and submits daily occupancy report;
2. Prepares budget for front office operations;
3. Monitors the performance of Front Office staff and calls their attention regarding
their performance deficiencies;
4. Personally meets and attends to VIP‟s and other important guests
5. Attends to guest complaints, inquiries and requests;
6. Records in a logbook all critical incidents and complaints of guests;
7. Coordinates with Security/Administration Office in the investigation of losses and
other security matters;
8. Checks rooms that are prepared for VIP‟s;
 9. Coordinates with Housekeepers for the preparation of rooms blocked for Very
Important Persons (VIP‟s);
10. Oversees the implementation of Front Office policies and procedures;
11. Checks guest folio or master folio and insures that all information are properly
documented i.e bills, credit limit, etc.
12. Calls for and presides over operations meeting among his/her staff;
13. Receives and acts on reported critical incidents regarding occupancy, out-of-order
rooms, etc.;
14. Coordinates with other departments regarding arrangements for VIP‟s and tour
groups; and
15. Performs other related duties as may be assigned by superior.

Front Desk Supervisor

Basic Function: Oversees Front desk operations, particularly the handling of
registration of guest

Specific Duties:
1. Gives instruction to the desk clerk regarding arrangement for bookings, blocking
of guestrooms and other front desk activities;
2. Assists the desk clerk in attending to the registration of house guests;
3. Checks the daily arrival list and sees to it that the rooms assigned to those on the
list are made up and set up as indicated in the instructions of the reservations
clerk;
4. Attends to the registration and reception of VIP‟s and other guests with special
booking arrangements;
5. Assigns rooms for house use and other in-house activities;
6. Checks bookings and reservations requiring room allocation;
7. Coordinates with the Housekeeping Office for the preparation of check-out rooms
for immediate occupancy;
8. Checks and updates reservations chart and room status bulletin; reconciles it with
the room status report of Housekeeping.

Sales/Reservations Supervisor
Basic Function: Directs, oversees operations pertaining to room sales and
reservations

Specific Duties:
1. Coordinates with superior regarding room rates, discounts, etc.;
2. Plans, organizes and implements marketing strategies;
3. Mobilizes the sales force in doing a sales blitz and follows up the accounts of
clients;
4. Gives instruction to reservations clerk regarding booking arrangements;
5. Monitors the handling of room reservations and makes sure that reservations
chart and other required documents are updated;
6. Personally attends to bookings for VIP‟s and special accounts;
7. Coordinates with the Housekeeping supervisor and Front office regarding room
status to prevent double bookings;
8. Assigns rooms for house use and other in-house activities;
9. Checks and updates reservations chart;
10. Welcomes and personally attends to the reception of VIP‟s;
11. Double checks with front desk regarding the blocking of rooms with reservations;
12. Attends to inquiries on room rates and arrangements;
13. Acts on complaints involving room reservations; and
14. Performs other duties as may be assigned by superior.
Reservations Clerk
Basic Function: Attends to room sales and reservations

Specific Duties:
1. Attends to inquiries on room rates and bookings;
2. Receives, processes and confirms rooms reservations;
3. Maintains and updates reservation rack;
4. Files reservations cards according to arrival dates;
5. Prepares Daily Arrival List a day prior to arrival dates;
6. Conducts show room to prospective patrons;
7. Makes follow up of client accounts as well as “no show” bookings;
8. Goes on sales blitz and implements marketing strategies; and
9. Performs other duties as may be assigned by his/her superior.

Desk Clerk
Basic Function: Attends to the registration of guests and provides information
assistance

Specific Duties:
1. Allocates rooms for incoming arrivals, check-ins, special request rooms and VIP‟s;
2. Checks whether special requirements of guest are prepared prior to arrival;
3. Updates data in the room status indicator or room status chart;
4. Attends to guests‟ registration;
5. Reviews all the names on record, evaluates double bookings and makes
necessary cancellation/correction;
6. Checks with booking parties the status of “no show” bookings, makes follow-up,
logs down any cancellation and inform Housekeeping and the Front Office;
7. Prepares guest folio of guest who are about to check-out;
8. Attends to inquiries at the Front Desk;
9. Receives and secures guests key;
10. Receives mails, messages and packages of guests and make sure that they are
properly received by concerned guest;
11. In the absence of the Telephone operator,
 Receives and processes all incoming calls, including long distance and
overseas calls;
 Attends to wake up call requests;
12. In the absence of a Front Office cashier, prepares billing of guest account and
processes all payments;
13. Attends to guest complaints and requests, endorses them to the right person or
department when such action is called for;
14. Conducts briefing/orientation to groups regarding their room and meal
arrangements;
15. Coordinates with the Housekeeping Unit for the reconciliation of room status, in
executing room transfer and in preparing special amenities for VIP‟s;
16. Performs other related duties as may be assigned by his/her superior.

Doorman/Bellboy
Basic Function: Assists/escorts guest during check in and check-out and runs
errand for the Front desk

Specific Duties:
1. Welcomes and greets incoming guests, opens the door of their vehicle, unloads
their luggage and leads them to the Front desk for registration;
2. Receives rooming instructions from the desk clerk and escorts the guest towards
his room;
3. Orients the guest about the facilities and amenities in the room and informs him of
the house services and facilities;
 4. Responds to desk clerk‟s call for guest assistance including the delivery of guests‟
mails, fax, packages and messages;
5. Assist the guests upon check-out, carries his luggage, leads him to the Front desk
for clearance and for bill settlement and finally escorts him towards his vehicle;
6. Assists a guest when a room transfer service is called for;
7. Attends to the safe and proper storage of guests valuables in the Bell Station and
also insures that they are issued to claimants, following standard operating
procedures;
8. Prepares errand report and other reports as maybe required by his superior;
maintains logbook of critical incidents and complaints;
9. Attends to guests‟ inquiries, requests and complaints; and
10. Performs other related duties as may be assigned by superior.

Front Office Cashier

Basic function: Attends to the settlement of guest‟s bill

Specific Duties:
1. Prepares billing statement for guests and receives payment;
2. Receives bills of guest from the various outlets and enters them into the guest
folio for updating of charges;
3. Keeps track of consumption of guests and makes sure they do not exceed the
credit limit (if using credit card or given a credit limit by the hotel);
4. Checks credit status of guests who are booking on charges; makes sure their
account is active, not cancelled or suspended;
5. Checks and verifies the validity of credit cards and other credit accounts of guests
before proceeding to any credit transaction;
6. Communicates with various outlets regarding the account status of guests,
particularly indicating those on cash basis and are not given signing privilege as
well as those with signing privilege;
7. Prepares daily cash report;
8. Receives and accounts for change fund; and
9. Performs other duties as maybe assigned by superior.

Airport/Transport Representative
Basic Function: Transports guests to and from the airport/other terminal; sells
hotel services to prospective patrons at the airport

Specific Duties:
1. Check availability and condition of vehicles needed to transport guests;
2. Looks after the preventive and corrective maintenance of vehicles;
3. Fetches arriving guests, welcomes them and brings them to the hotel;
4. Scouts for possible prospects or patrons at the airport and other terminal and
offers them accommodation in the hotel;
5. Coordinates with tour coordinators regarding arrangements for transport service
of tourists and visitors;
6. Provides tour and travel assistance to guests if assigned to do so;
7. Prepares and updates daily tour itineraries of guests; and
8. Performs other duties as maybe assigned by superior.

Guest Relations/Concierge Officer

Basic Function: Attends to any request for guest assistance especially for VIP‟s

Specific Duties:
1. Coordinates with the Front desk regarding arrangement for the arrival of VIP‟s and
special groups with special arrangements;
2. Personally welcomes and receives guests, especially VIP‟s;
3. Maintains logbook and record of VIP arrival;
 4. Attends to guest with special problems and concerns like loss passport, loss
ticket, airline booking, tour and travel assistance;
5. Conduct show room of room facilities to interested patrons;
6. Assists in sales and marketing activities;
7. Provides orientation to groups with special arrangements;
8. Coordinates with travel agencies for tour and travel itineraries of guests;
9. Performs other tasks related to guest relations assistance.

Telephone Operator
Basic Function: Attends to all incoming and outgoing calls in the Telephone
Exchange Section

Specific Duties:
1. Answers all incoming calls in accordance with standard procedures;
2. Receives and disseminates messages received by phone;
3. Transfer calls to guests after screening their calls;
4. Attends to emergency calls in accordance with prescribed procedures;
5. Attends to wake up call requests of guests;
6. Processes all long distance and overseas calls;
7. Prepares charges for long distance/overseas calls and endorses them to the Front
Office cashier for inclusion in room charges;
8. Responds to inquiries received by phone;
9. Receives updates of events in the hotel for proper dissemination when an inquiry
is received;
10. Receives and acts on customer complaints received by phone; and
11. Performs other duties as maybe assigned by superior.

Front Office Personality

1. Verbal Skills
 Verbal skills convey positive attitudes
 Voice with a smile
 Addressing guest by name
 Being courteous

2. Effective Selling Skills

 Give helpful suggestions
 Use initiative in identifying guest needs
 Product knowledge
 Sell value not price
 Develop confidence

3. Problem Solving Skills

 Welcome guest complaints
 Take immediate and appropriate action
 Empathize
 Show eagerness to help
 Use common sense
 Ability to think and work effectively
 Calm under pressure

4. Good Appearance
 Manner of dressing
 (clothing is clean, unwrinkled, properly fitted)
 Well groomed
  Neat in appearance and work area
 Proper uniform (clean and pressed)
 Maintains good posture
 Good health
 Good dental hygiene

5. Positive Attitude
 Have pride in their work and the hotel
 they belong to
 Show empathy with guests and fellow workers
 Use positive expressions
 Show of respect when addressing guests and colleagues
 Participates in improving work methods and giving supportive comments
 Courteous, polite and genuine concern for guest needs
 Punctuality and professionalism in reporting to work
 A good listener

6. Attentive Service
 Being attentive by understanding guest indicators ( age, attire, group mix,
body language, tone) and acting accordingly
 Visible in one‟s work at all times
 Addressing guests by name and recognizing them without delay
 Watchful and attentive to the needs of the guest
 Alert and attentive when extending services to the guest
 Never argue with a guest

7. Positive Body Language

 Facial expression
 Smile
 Eye contact
 Appropriate body language

Job Combination Concept

The emergence of technology has
proven that two or more jobs can be
combined into one job (job combination) thus,
providing improved guest service and saves
personnel cost. An example of job
combination is the elimination of reception,
cashiers, mails and information, telephone
exchange and concierge roles in favour of the
simple reception. The result is lesser paper
work at reception through the aid of
Cross Training computers.
This concept also maximizes the
A recognize human resource productivity of the employee as it discourages
concept is that a staff is trained and is staff loitering while guest are unserved.
able to function in another department
or position. Desk clerks, reservationist
and telephone operators are able to
take over each other‟s positions
allowing for improved coverage during
busy periods and making possible
greater scheduling flexibility.
Test of Learning

A. Briefly explain
a. The difference between the Front of the House and Back of the House.
b. What is the significance of the front liners like Front Office staff in building the
hotel image?

B. Enumeration
1. Enumerate the various units or sub sections under front Office and indicate
their functions.
2. Give at least five (5) basic responsibilities of the following positions:
a. Reservations clerk
b. Desk clerk
c. Bellboy
 Chapter ROOM SALES and RESERVATIONS
2
In many hotels, the task of selling and promoting rooms as well as handling of
reservations is assigned to the Sales and Reservations Section/Department. It has the
following responsibilities:

1. Determination of room rates for various types of accounts/clients

2. Promotion of room sales, upselling of rooms
3. Receiving and processing room reservations
4. Serving as Centre for Communications, handling inquiries on hotel facilities and
services as well as room rates and arrangements
5. Preparing report – room sales, occupancy, availability status, room count and
other statistics
6. Coordinating with the Front Desk for room blockings and assignments
7. Handling pre-registration of guests

RESERVATION is an arrangement by which accommodations

are secured in advance in a hotel or an airplane.

Overbooking – happens when there are more reservations

accepted than the hotel rooms’ available capacity. This is
practiced by the hotel to obtain maximum occupancy and
safeguard them from cancellations, early departure and no
show. This malpractice could also encourage guest complaints
and bring damage to the positive image of the property. Hotel
practices like recommending/assisting guest to other hotels
and giving complimentary for guests with reservations but
cannot be accommodated are done to settle the issue. One
way to avoid overbooking is to guarantee reservations, set
specific time on the validity of the reservation made and
exercise effective reservation procedures.

Under booking – happens when there are many rooms

available and very few reservations are coming into the hotel.
This situation occurs when the hotel is not aggressively
marketed.
Manual Reservations
Even with the advent of modern technology through computers, many small properties
are still using the manual method of processing reservations. Manual reservations are
primitive but effective reservation systems with the use of a combination of cards or
charts displayed on a wall (Figure 2.1), blocked out on the room status board commonly
called the room rack (Figure 2.2), recorded in a reservation book, ledger, or a calendar
book, or providing a rack for each room.

The traditional way of accepting reservations may be time consuming and tiresome on
the part of the reservation clerk. However, the advantages of using manual reservations
are worth mentioning.

1. Using computers are expensive, the software (programs), hardware (memory,

CPU,bus, input devices – mouse and keyboard, and output device – printer and
monitor) and the maintenance of a computer technician.
2. In case power failure/shortage, it would be very difficult to retrieve information at
that moment.
3. It takes time to train personnel to operate the computer, and
4. Once a computer program is damaged it could affect the other data inside.

The accuracy and the effectiveness of the manual reservation cannot be underrated for it
properly managed it could be of equal importance to any system. It is therefore important
to understand the basic principles of charting advance reservations for even the most
sophisticated technology can fail at times. Below is an example of a reservation chart
used by hotels.
OCTOBER

Figure 2.1 Wall Mounted Stop – go Reservations Chart

The wall mounted reservation chart is prominently displayed on the wall of the
reservation office. It shows the days of the month/s. Entries are based on the available
types or rooms (see October 5 ■* Figure 2.1) which indicates that on this date all rooms
are available except deluxe and suite rooms. Likewise, status of the rooms is noted (see
October 23 X in Figure 2.1) showing that on this date no discounts will be honoured.

Room rack reveals the individual room numbers on which reservation slips are inserted,
usually color-coded to indicate the type of reservation booked (Figure 2.2). When a
particular room is booked, the slip is taken from the rack and the name of the guest is
written with the arrival and departure dates.

Figure 2.2 Sample of Color-coded Room Racks

Computerized Reservations
Most hotels nowadays realize the importance of updating their equipment especially in
the field of technology. Though computers might be really expensive, interesting in this
equipment can make the flow of operation faster and easier to managed. Many
challenges involve people; technology supports a new form of organization that
empowers employees by granting better access to information. The marriage of
technology and communication has changed so much the business climate. Hotels have
developed new ways of accepting reservations.

Methods and Sources for Rooms Reservations

The acceptance or denial of a reservation is dependent on the availability of the

communication tools of both the guest and the hotel. The effectiveness of this tool may
vary in many ways but the process will remain to be the same.

1.
This machine has the advantage of being able to
accept instantaneous bookings even when there is no
clerk available to get the reservations.

Fax
 2. For years the telephone as a tool has played an
important role in accepting reservations. Most people
have access to a telephone, and both parties (hotel and
guest) can interact that very minute. Incoming telephone
calls concerning reservations will be answered by the
Reservations Office and the Front Office Desk when the
Reservation Office is not staffed. Call will be handled with
utmost courtesy. Guests are given the opportunity to
clarify certain issues regarding reservation policies and
Telephone procedures. Thus, management provides training on
extensive information about the property‟s facilities and
services, room rates, and booking procedures for their
reservation clerks/agents. They are also trained in selling
techniques using the telephone (telemarketing) such as
upgrading reservations.

3. Guest at times would like to see the hotel

first before making reservations. For those who
have already stayed in the hotel, should be asked
if their rooms have been satisfactory to ascertain if
they want the same or a different type of room for
their next stay. The front desk staff should take this
as a chance to show the guest the rooms and
likewise, the other facilities and services offered by
the property. One advantage of making
reservations in person is the fact that there is a
face to face contact, so guests can ask questions
while being shown around and the front desk
personnel can readily answer and clarify inquiries
and other concerns.
Walk – in

4.

Emails/Websites

Patrons can now easily access place their reservations by email. Most hotels
have their own website that can be easily accessed by patrons. Here, the prospect can
access information about the hotel, room rates, facilities, services and other
information.
The website of the hotel already provides reservation forms where guests can
book and write details of their reservations. Payment of deposit can also be done
online.
IHG- (Intercontinental Hotel Groups) Our CRO (Central Reservation Offices) teams employ an industry
leading sales/service process to deliver an individual customer experience to each of our guests, while
delivering the best returns for our hotel partners InterContinental® Hotels & Resorts, Kimpton Hotels &
Restaurants®, Holiday Inn®, Holiday Inn Express®, Crowne Plaza® Hotels & Resorts, Hotel Indigo®,
Staybridge Suites®, Candlewood Suites®, EVEN Hotels® and HUALUXE™ Hotels and Resorts.

5. Computer Terminals
In recent years, bookings are made faster through computer terminals which may
be operated through:

a. Call Centers. This computerized reservations system is used by large hotel chain
and is often linked to a call center. Reservations for all properties maybe
centralized in this center with call center attendants attending to inquiries and
bookings. A good example is Amadeos handling bookings for more than a
thousand hotels around the world.

b. Global Distribution System (GDS) is operated by a Consortia of Hotels and

Airlines. These system terminals are installed in various countries, accepting
bookings for their member companies. To gain access to these to these systems,
the hotel needs to register with the system and load the availability of rooms onto
the computer program so that customers can purchase their requested rooms.

6. Via Central Booking Offices – Groups of hotels usually have central booking
office, handling bookings for all their properties. They are connected by a free
phone or local call number. Local bookings may be transferred to the Central
Booking office.

Types of Hotel Clients

For 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 repeated 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 Management Association, Lions
Club, etc. EX: Hotel Immersion/seminar Ex: Marriott Stay & Learn Seminar

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
hotel services 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 travellers, 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, DTI, etc.
 6. Free Independent Travelers (FIT) refer to tourist or travellers traveling alone. It
can also refer to Foreign Individual Tourist who are not joining any tour group.

7. Educational Institutions – i.e Schools, Training centers

8. Local/Domestic travellers – some large hotels have ventured into a promotion

known as Sariling Atin – (our very own). This promotion provides for 30-50%
discounts for local tourist and 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.

Prescription of Room Rates

1. Rates must be competitive with other hotels of similar classification (i.e, standard
or de luxe). Charging more than what is charged by similar hotels could result to
losing patrons to competitors.
2. Rate must be big enough to generate the revenue needed to recover the cost of
operations, plus allowance for profit.

1. Market Tolerance Method – room rates are based on the prices quoted by other
hotels of same location, size or classification.

2. Cost Rate Formula – based on the construction cost of the hotel

3. Hubbart Formula – method is developed by Roy Hubbart. His formula is based on

the cost of operating a hotel plus a reasonable return of investment for the owners.
(Operating expenses, taxes, insurance and depreciation).

Rate Designations

Room rate designation defines what position a rate will take within the overall rate
hierarchy. The common designations are:

1. Rack Rate – is the highest published rate a hotel can charge for a specific room.
This varies depending on the room type.

2. Corporate Rate – is a special rate given to corporate accounts as an incentive for

their patronage. The rate may reflect 10-20% discount from the rack rate.

3. Government rates – Government officials who stay in a hotel for official functions
are usually given per diem. The hotel that is interested to attract this type of
 market must be able to come out with rates that can match the budget of this
group.

4. Seasonal rates – to attract more patronage during lean season, hotels and
resorts make it a practice to offer off-season rate, which is much lower than the
rack rate during “in season”.

5. Weekday – Weekend Rates – Some hotels experience high occupancy during

weekdays and lower occupancy during weekends. To encourage patronage
during week-ends, an incentive is given by way of special week end rates, (with
special discount). The reverse may hold true for resorts where week-ends may
experience higher occupancy than week-days. Henceforth, the incentive by way
of discount applies to week-days patrons.

What is considered week-end and week-day is based on the next morning

occupancy. Guests who stay on a Friday or Saturday night are said to be staying
week-end night because the next morning is a non-working day. Those staying
Sunday night till Thursday are considered week-day occupants.

6. Advance Purchase Rate – Like some airlines, hotels may give incentive to early
bookings by giving special rate for advance room payments.

7. Half Day Rates – Some hotels may have provision for rooms that are used for
half-day like those designed for short time or for half day conferences that need
sleeping facility. In such case, half day rates are provided.

8. Industry rates –apply to associations and group of professionals or industry

practitioners who are offered discounted rates as a show of professional courtesy.
They may include travel agents, tour guides, employees/officers from other hotels,
etc. industry rates can range from 20 – 50% depending on the season.

9. Package Rates – To encourage the patronage of rooms as well as other hotel

services, a hotel may come out with a package rate whereby the cost of the room,
meals and other part of the package will appear to be much lower than paying for
them separately. This rate is usually applied for bookings done by event,
convention or seminar organizers whereby a package of room and banquet
services is availed of.

Some packages may come in the form of:

a. Vacation Package – covering rooms, airline tickets, shuttle service, tour to
some tourist attractions, ticket to cultural shows, etc.
b. Banquet and Room Package – covers room accommodation, use of function
rooms, meals and snacks
c. Meeting Packages – room accommodation, use of conference room, coffee
breaks, snacks, lunch and dinner and audio visual facilities

10. Group Rates – are given to group bookings. The rates are lower than transient
bookings if they are booked in advance.

11. Per Person Rate – Charges are based on the number of people in a room. Hotels
charge a pre-set amount for rooms with single occupancy, double occupancy (for
2 persons) and triple occupancy (3 persons). Every extra person who shares any
of this room will have extra charge. Many hotels charge higher for extra person
requiring extra bed, compared with extra person without extra bed.
ROOM RESERVATIONS

Types of Reservations
1. Regular Reservations – refer to an agreement that a hotel makes to hold a room
until cut-off date and time. If the guest does not arrive by that time, the room
maybe sold to other guests.

2. Confirmed Reservation – apply when the terms of reservation have been

verified. Both the hotel and the reserving party agree on the dates, rates, and
billing arrangement, room type and other arrangements. This type of reservation
is confirmed to the guest verbally or in writing through mail, email or fax.

3. Guaranteed Reservations – is an agreement that the hotel makes to hold a room

for a guest until the guest arrives. In return, the guest or his sponsor assures
payment for the room using his credit card, or his company account or by making
a pre-payment. Unless the reservation is properly cancelled, the guest is billed for
the room, including the applicable taxes.

PROCESSING RESERVATIONS
Required Documents and Records

For an efficient operation, the reservations clerk shall maintain a complete and up-to-
date reservation filing system to include the following:

1. Individual Reservation Forms or Card

Details of each booking are contained in this card. This card is filled up by the
desk/reservations clerk and will serve as a basis for preparing the daily arrival list.

Figure 2.3 Reservations Form

 2. Reservation Chart
To avoid double booking, the Reservations office must keep a record of the rooms
reserved each day as well as those available for present and future dates. A
Reservations Chart maybe use for this purpose. This chart can help the clerk
determine whether or not reservations can still be accepted for a certain date, or
will be wait-listed or refused. The status of the room booking – (confirmed or
tentative) is also indicated in the chart.

Figure 2.4 Reservations Chart

ROOM NUMBER and BOOKING STATUS

The chart classifies rooms according to the designated classification. The reservations
clerk shall enter the appropriate booking status in the corresponding date and room
number as shown in the example. He shall also update the chart on a daily basis.
Additional bookings, cancellation or amendments i.e tentative to confirmed booking,
change of date, change of room (like double standard to family de luxe, etc.) must also
be recorded on the chart.

After taking the necessary action with the reservations cards, all forms shall be filed
under the “For Charting” box, meaning they are ready to be entered in the chart. The
names of expected guests maybe entered under each blocked room and date.

Group reservations by name of group maybe recorded on a space provided at the

bottom of the chart. It is important to allow enough space for groups not only for those
arriving, but also those already in-house at any given date. At a glance, one can see the
number of groups and room nights required on any date as well as those already in-
house.

3. Reservation Rack and Reservation Slips

If the hotel is using a manually operated room status rack, this reservations slip is
placed in the rack under the corresponding room number that is blocked for the
arriving guest. it contains the name of arriving guest, arrival time, room type and room
rate. A duplicate copy of the reservation slip is filed alphabetically by last name of
guests and by month. This will serve as trace file for all reservations received.
 If a computerized room status bulletin is used instead of a room status rack, all the
information contained in the reservations slip is entered thereat.

In case of non-arrival of expected guests, a “no show” slip must be prepared and to be
forwarded to the Room Reservations Section who will make a follow up with the
reserving party. In case of rebooking and change in arrival date, the reservation clerk
shall pull out the reservation slip from the original rack/file and enter it under the new
arrival date. Other no-show slips are attached to their respective reservation cards.

4. Hanging Folder
In this folder, the records and letters pertaining to guest reservations are kept. Such
records are filed according to the date of arrival.

5. . Confirmation Notice Form

A notice of confirmation of reservations may be sent to the guest or to the booking
party in writing through fax, mail or by email. This confirmation letter can serve as a
written evidence of agreement or contract and woks to the advantage of both parties.

Figure 2.5 Confirmation Notice Form

 6. Reservations Diary
For small hotels with only few rooms, a reservations diary maybe used to record
daily room bookings or reservations, making reference to the reservation cards or
slips. The names of the guests assigned for each room are indicated in their
corresponding room number. If a guest will stay for more than a day, his name
appear more than once in the diary.
Reservations Diary (serves as Arrival List)

Figure 2.5 Reservations Diary

Basic Procedures in Taking Reservations

Procedures in
Taking
Reservations
 Procedures in
Taking
Reservations

 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 title. JONHSON, ANDREW M. MR.
If the party is a man and wife, the title should be written M/M which stands for
Mr. and Mrs. JONHSON, ANDREW M/M

b. Number of Person Arriving

c. Arrival Date and Time

d. Information/Time of Arrival
The name of airline, numerical designation of the carrier and the place of 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

Example: Arrival – December 10 Departure – December 15
Number of Nights – December 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 repeat
guest, the hotel may refer to the Guest History Card and apply rate which the
guest enjoyed in his previous visit (s).
 i. Billing Arrangement
Specific arrangements as to the manner of the bill settlement
PAX ACCOUNT/personal account of guest (PA) is written when the guest
will pay to the hotel directly.

COMPANY ACCOUNT (CA) is indicated when bills will 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/meals charges 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 reservations 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.

Handling Reservations Call

Steps and Procedures Phraseologies
1. Greet the caller and offer assistance Lift the receiver as you say:, “Room
Reservations, Good morning. May I help
you?”

2. Get details and write them in the Ask: “For what date sir/ma‟am?”
reservations forms: “What type of room ma‟am?”
 Name of guest “May I have the name of the guest?”
 Type of room “How many days, from ___to____?”
 Number of days of stay “How would you like the bill to be settled
 Arrival and departure date Mr./Mrs.______?”
 Manner of payment or billing
arrangement
3. If the preferred room type is not “I‟m sorry to inform you that all suite rooms
available on the date mentioned, have been booked for March 20. How
inform the guest but suggest other about a deluxe room instead? We can
 options. transfer you to a suite room once there is
4. If a caller wants the bill be paid by an available suite”.
his company, the following
procedures shall apply:

Check in the credit list if the company is

among those with a commercial credit
account (a copy of this list must be “Ma‟am, since your company has no
provided by Finance Office). existing credit account with us, we would
like to request a deposit or pre-payment in
If the company is provided a credit line, the amount of _____ plus a letter of
their guest must be allowed to sign for guarantee from the company specifying
charges and a statement of account shall that they will answer for the balance of the
be sent to the company. If there is no credit bill upon check out. Could we please have
line, the company shall be asked to make a this letter on or before your guest will check
pre-payment and to send a letter of in?
guarantee.

If the booking party requests that bills be

charged without pre-payment, the approval “Ma‟am, let me refer this matter to our
of the credit manager must be secured. Credit/Finance Manager for approval and
Without this approval, the pre-payment I‟ll get back to you for feedback”.
must be made before check-in of guest.
5. Confirm the reservations and “We wish to confirm reservations for Mr.
validate all the information that is and Ms. Takanashi from March 5 to 7. His
received. preferred room is double deluxe at a rate of
$120. 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”.
6. Inform the caller about the 6 o‟clock “Ma‟am please advise Mr. Ms. Takanashi
policy (if applicable in the hotel) to check in not later than 6PM otherwise
the hotel reserves the right to give his room
(This does not apply for prepaid to wait listed clients”.
guaranteed booking).
7. Thank the caller. “Thank you for calling. Have a nice day!”

Confirmation and Cancellation of Reservations

To facilitate recording, have a master list of confirmed and cancelled reservations as well
as those with amendments. The following forms may be used:

Figure 2.6 CONFIRMATION RECORD

Date Source Scheduled Guest name Confirmation Remarks
confirmation Arrival date Number
is received
Dec 1 Email Dec. 5 Yokoo M. 600355 VIP – GTD*
- JAL
Dec 2 Fax Dec. 15 Briones, 600356 PA
Susan
Dec 15 Phone Dec. 28 Sijera, 600357 GTD - ARC
Thelen
*VIP stands for very important person; GTD for guaranteed reservations

If the guest cancels a booking, the reservations shall be crossed or erased in the
reservations chart as well as in the daily arrival list. When a computerized system is
being used, the cancellation shall be continuously displayed on the screen but clearly
marked as cancelled.

Summary of cancellations may be recorded may be recorded using the Cancellation

Form.

Figure 2.7
Date Source of Scheduled Guest name Cancellation Employee‟s
cancellation cancellation Arrival date No. Initial
is received
Dec. 1 fax Dec. 5 M/M 00056
Masakazu
Takanashi

AMENDMENTS in RESERVATIONS
In case of amended arrival dates, it may be particularly helpful to refer to previous
information contained in the reservations form (Figure 2.3) below the form is a notation
regarding cancellations or amendments which shall be filled up by the reservations clerk.

A separate amendment form may be used by the reception staff to record all
“amendments” that occur at the front desk. Amendments maybe in the form of:

1. Extension of stay – old departure to new departure date

2. Early departure – from original departure date to new departure date
3. Room change – single or double, 1 to 2 rooms or more and vice versa
4. Early arrivals – date of early arrival until original arrival date
5. Walk-in – date of arrival until date of departure

This form is filled up on a daily basis and the information recorded is used by the
Reservation Office to keep the chart consistently updated with “in-house” movements.

Procedures for Documenting Amendments:

When there are changes in the reservations already confirmed, the reservations clerk
shall:
1. Mark the reservation card/form with the new information. Only one slash or line in
the old arrival date and or number of nights is necessary. It is helpful if the old
information is readable.

2. The guest‟s name, new arrival date and the new number of room nights are
entered in the reservation slip and placed in the room status rack or entered in the
computerized Room Status Bulletin. The telephone number of the person making
the change in the reservation should be obtained as usual.
 Estimated time of Arrival
3. In cases of a change in expected time of arrival (ETA), the reservation card must
be filed under the new ETA.

4. Before allowing changes in the date of bookings, the attending clerk must first
check room availability to avoid double bookings.

RESERVATIONS during FULLHOUSE

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 Managers.
Unconfirmed reservations are waitlisted and placed in the WAITLIST 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, regular patrons and
valued corporate accounts. Others 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 and individual foreigner who is
unlikely to return compared to a guest booked by a regular company account.

The Six o’clock policy

The six o‟clock policy means that the guest with reservation is required to arrive not later
than 6:00 Pm of the arrival date. If he does not show up within this cut-off time, the hotel
has the right to give way to other guests using the room reserved for him. However some
hotels may consider late arrivals if they are informed ahead of time. When the room is
prep-paid or guaranteed by a sponsor, the six o‟clock policy does not apply.

ROOM SALES CONTROL

The Front Office/Reservations Office must be updated of the reservations status on each
day. After reviewing the number of reservations already received together with the
cancellations, the Reservations Manager will decide whether to declare an order of
“closed-out” (no more room for reservations) or put the reservations under the status of
“on-request”.

When the hotel is “on-request”, all reservation inquiries should be channelled through the
reservations supervisor/manager. He will decide which reservations to confirm and which
to put on the “Wait List”. Normally, the regular accounts will be given priority during this
period.
The availability status board will have green chip on the date concerned for “on-request”
periods and a red chip on the date concerned for “close-out” dates.

Whatever stand the Font Office/Reservations Manager will take shall be disseminated to
the Front Desk and Sales.

All reservation clerks and Front Desk personnel must be informed of the daily room
situation when they report to work and as often as possible during the day since there
are occasions when this situation may change on the same day.

ROOM STATISTICS

One of the functions of the Reservations Office is to prepare room statistics of the hotel
and other competitive hotels for purposes of gauging the soundness of operations and to
serve as a basis for future management decisions relating to marketing thrust. An
assigned reservations clerk or a guest relations officer may be assigned to keep track of
information available in Front Office reports and forms and translates these information
into statistics, also known as productivity figures.

Reports and Forms Require for Preparing Room Statistics

1. Room Count Sheets (RCS)
2. Room Sales Recapitulation
3. Room Rack Slips
4. Registration Card (RC)
5. Reservations Slips/Reservations Card
6. Change Rate Form
7. Arrival/Departure Record
8. Others

Forms of Statistics
1. Room nights – Total room nights and average room nights
2. Room rate/revenue
3. Number of guests per nationality, per account
4. Occupancy percentage – calculated as follows:

Occupancy % = Total Rooms Sold

Total rooms Available

Total rooms available = total rooms – out of order rooms and rooms
for House use

5. Average room rate (P/$) = Total revenue

Total rooms sold

6. DBL Occ. Percentage = Total number of guests

Total rooms sold
Test of Learning

I. Answer the following questions:

1. When a room reservations is made under a guaranteed reservation, is the

booking company / individual required to:
a. make a pre-payment or deposit
b. abide by the 6"oclock policy

2. In case there are very limited rooms available for booking, who should be
given priority?

3. What do you understand by a "commercial account"? Is it covered by a

signing privilege?

4. List down all the information needed from the booking party when taking room
reservations.

II. Class Activity

1. Do a simulation/role play of reservations handling in the following situations
(provide other details like terms and arrangements)

a. Caller makes a reservation for himself under a personal account for April 10-12.
Since he is a repeat patron, he requests to be given special discount.

b. Caller requests for a reservation for Mr. Arthur Jones under their company
account, Sterling Corporation. This company has existing credit line in the hotel.
Mr. Jones is expected to arrive on April 15 and requests to be fetched and
transported from the airport to the hotel. He will be taking Philippine Airlines and is
expected to arrive at 12 noon of April 15. He will stay in the hotel from April 15-20.
Caller wants the hotel to give Mr. Jones his wife a suite room with luxury
amenities.

c. Secretary of Triple W Corporation makes guaranteed reservations for Mr. Johnny

Matis for January 15-20 with their company as the guarantor. The said company
does not have an existing credit line in the hotel.

2. After taking the above reservations write the details of the Reservations in a
a. Reservations Form
b. Reservations Slip and place the form in the reservations rack
 Chapter
FRONT DESK OPERATIONS
3
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 that
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 of keys;
4. Receiving mails, parcels, messages and other documents for house guests and
insuring that they are properly delivered to the guest;
5. Serving as a communications center, disseminating information about the 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;
8. Submitting Night Sales Report indicating the number of rooms sold, vacant rooms,
average rate, total revenue, occupancy rate, etc. and
9. Coordinating with other departments in the performance of its function, particularly
with the Housekeeping and the Accounting Section.

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

Check – In Procedures

1. Welcome and greet the guest.

“Good morning Mr./Mrs. Quiroz, Welcome to Crown Plaza Hotel”.

Welcome him/her back if he is a repeat patron.

“Welcome back. We are glad to see you again”.

2. Ask for the guest‟s name if not known to you. Say: “May I have your name sir?”

After getting his name, check the arrival list if he is in the list of the 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 may sound offensive and
gives the guest an impression that only those with reservation are favoured. By
simply looking at the arrival list, one will know whether the guest is expected and or
has made a room reservation.

3. Verify reservation details if the guest is pre-registered, with pre-blocked room.

In a computerized Front Office System, the details of confirmed reservation may
be 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 request him to sign his name.

“Miss Quiroz, we have a confirmed booking for you under the name of Mitsui &
Co. For verification Madame your family name is Quiroz, which is spelled as
Q,U,I,R,O,Z is that right? You will be staying for two nights and your departure will
be Nov. 15. Your booking is guaranteed by the 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?”

4. If the guest is a walk-in, the desk clerk must first ask the guest‟s preferred room
and then checks the 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 form.

“May I request you to fill up the registration form?”

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.

“At the moment Mr. Roderno, the available double deluxe room is still being made
up. Do you want to settle for a king double de luxe instead?
 If he is willing to wait, then invite his to the coffee shop or for a coffee break or to
read magazines at the lounge so as not to get bored.

“While waiting for your room, would you like to enjoy a coffee break at our coffee
shop or would rather entertain yourself with some magazines at the lounge?”
Figure 3.1 Guest Registration Form

5. After the guest completes the registration form, the desk clerk must insure that
the:

 Registration details are complete and legible

 Guest has signed the form
 Guest is well informed of the terms and conditions, as well as the room rate and
what it covers
 Guest is informed if he/she is entitled to a signing privilege or not
 Details of the booking that are indicated in the reservations form have not change
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 stamp the registration card at the back.

6. Endorse the registration form to the front office/ cashier for bill settlement
If the guest charges are to be billed to a company account, check if the letter of
authorization from the company is already forwarded to the hotel. If not, ask the
guest if he has the document.

“Mr. Quiroz, you are booked under the account of Mitsui and Co. We have not
received your company’s letter of authorization/guarantee as of this date. Do you
have it with you?”

If the guest neither has the authorization letter, the matter has to be referred to the
Duty/Front Office Manager who will decide whether to allow for charges under the
company or not. The usual practice is for the guest to be booked as personal
account either by cash or credit card payment pending the arrival of authorization
letter. If this is the case, the guest must be told discreetly and deposit may be
asked or an imprint of his credit card may be taken. With this measure, the hotel
can be protected against possible losses.

“Sir, it is our company policy to require an authorization letter for any company
account. Since this is not yet with us, I hope you don’t mind if we have to place
you first on a personal account but we will adjust your booking as company
account the moment we receive the letter. The letter must be with us prior to
check out”.

7. Once bill is settled, prepare the guest ID and give it to the guest

“This is your hotel id and room key Mr. Quiroz. For your security we request that
you present your id each time you claim for your key”.

8. Call for a bellboy to accompany guest to his/her room. Mention the guest name
and give rooming instructions.

“Mr. Quiroz, your room is on the second floor. Our bellboy Sonny will accompany
you to your room”.

9. Wish the guest a pleasant stay

“Have a nice day Mr. Quiroz. We hope you will enjoy your stay with us. Don’t
hesitate to call the Front Desk should you need any assistance.”

10. Prepare a guest folio. This is the document where all guest charges are entered,
either manually or in the computer, under the Guest Account Menu. Manually
prepared folios are placed inside an envelope or folder. Some hotels place this
folio on the guest‟s key rack or on a separate file classified according to floor/area
and room number.

In preparing the guest folio, note down the following:

 Room number, guest‟s name and address
 Number of guests registered
 Arrival/departure date
 Room rate
 Registration card number
 Other remarks (cash basis, walk-in)
 On one side of the folio, make notations like:
• Personal account – if the will pay in cash, credit card or travellers check. If card,
place in the appropriate box the credit card number and expiry date.

• If charged to the company: Mitsui &Co. authorization letter attached or will follow.

Example:
Charge to: Mitsui & Co.
Room and Meals charge
Others: Personal Account
Attention: Mr. Adonis Samson
Letter on File or Letter to follow

• If charged to a travel agency, place notation like:

Charge to Alpha Travel and Tours

Figure 3.2 Sample Guest Folio

11. Enter the guests‟ name and other details in the Guests List (manually or through
computer

12. Change the room status of the newly occupied room in the room status rack or in the
computer.

13. If the hotel is fully booked, assist the guest in getting accommodation elsewhere and offer
to transfer him/her to the hotel once a room will be available.

“I’m sorry Miss Quiroz but we are fully booked right now. Would you like me to get you a
booking in one of the neighbouring hotels? In case we will have a vacant room tomorrow we
will be glad to have you transferred to our hotel.”

Guest Claiming Reservations

When a guest has a reservation and has arrived by the time stated in his conformation,
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.

• When there are no rooms available and the guest meets the qualification, the clerk will
inform the manager to advise the guest of the situation and apologize.

• 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.

• Determine if the guest will require more than one (1) night accommodation.

CHANGE OF ROOM AND RATES

1. Guest request for the room transfer because:

 He finds the room small and uncomfortable

 He wants a better location with a better view

 He prefer a room on the lower floor

 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.

3. Other valid reasons

Procedures for Room Transfer

Desk Clerk shall:

1. Check the availability of the room;

2. Fill up the room change form in four (4) copies;
3. Call Bell Service to assign a bell boy who will assist the guest during the room
transfer and give him a copy of the room change form together with the key to the
new room;
4. Give one copy of room change form to the Front Office Cashier, another one to
the Telephone Exchange and also for the Housekeeping Unit. Keep 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 the Housekeeping department for them to
schedule immediate room make up.

Figure 3.3

Change in Room Rates

Changes in rates are made when:

1. A guest who is booked and charged under single occupancy has a joiner:
wife/husband/sister/brother

 Change from single to double occupancy

 Additional charge for an extra bed

2. There is a change of room type

3. Discount/complimentary room is granted to a regular-rated room upon

discretion of the Resident Manager or Front Office Manager.

4. If the guest will stay longer, usually for a month and this requires one month
deposit.
Procedures in Making Changes in Rates

1. Fill up the rate change form and indicate:

 Room number and Name of the guest

 Old rate and the new rate

 Current date and effectivity date of the change

 Reason for the rate change/person authorizing the change

 Clerk signature

 Front Office Manager signature or approval

2. Distribution of Forms:

 Original to the Front Office Cashier

 Duplicate to the Controller/Accountant

 Triplicate for the desk file

3. Change the room rate on the rack slip

Figure 3.4
 REPORTING and DOCUMENTATION
One of the responsibilities of a desk clerk is to see to it that the status of each room is
continuously updated so that all clerks will be properly guided in making room allocation.
Housekeeping will likewise be alerted in making priorities for room make-up.

Small hotels that do not utilize an electronic or computerized Room Status Monitor may
use an improvised room status rack using color coding.

In the Room Status Rack/Board, a color coded card or slip is placed corresponding to
the room number using the color code like:

Green – for vacant ready – ready for sale

Yellow – vacant dirty – not ready for sale

Red – occupied room

Orange – reserved or blocked room for expected arrival

White – out of order room

Each time the room status changes, the desk clerk must make corresponding change in
the color coding. Example: If room 102 is vacant ready with code of green and by 10 AM
it is sold/assigned to a newly checked –in guest, the coded card must be replaced with
red.
 Figure 3.5

HANDLING MAILS and PACKAGES

Packages are normally left at the Front Desk by:

1. In – house guests

2. Outsiders for an in-house guest

 Date package is received

 Name of the person the package is intended for

 Room number on address/telephone number

 Description of the person who left the package

 Name of the person/guest who left the package and his room
number/address and telephone

3. The original copy of the package notice is placed inside the key hole of the guest
(in case of no.2) and the hold mail rack (in case of no.1) the duplicate is attached to
the package. Large packages are kept in the bell service counter.
4. Receipt of the package or the package notice is recorded in the package logbook.

 Package notice number

 Name of sender
 Room number or address or telephone
 Description of items
 Room number of sender or his address/telephone
 Desk clerks signature
 Signature of guest/outsider

5. Desk clerk shall require the person claiming the package to sign in the original copy of
the package notice and the package logbook.

CHECK – OUT ASSISTANCE

Procedures:

1. Get a check-out registration card from the Front Office cashier.

2. Warmly greet the guest and ask how you may help him/her.

“Good morning Mr./Mrs. Bianzon, may I help you?”

3. Ask the guest name and room number. Then pull out his/her guest folio where all
his/her records of consumption are kept.

“May I have your name sir/ma’am?”

4. Check for any last minute message, mail, or additional charges not yet posted.

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.
6. Ask how the guest wishes to settle the account.

7. Ask for the room key.

8. Ask the guest if he wants to make advance reservations for his/her next visit to the
hotel. Ask also for comments and suggestions for improvement of service.

“Mr./Ms. Quiroz, do you have any plan of coming back?”

“Would you like us to make advance reservations for you?”

9. Thank the guest by staying in the hotel and invite him/her to come back. As he/she
leaves the desk area, wish him/her a safe and pleasant journey.

“Thank you very much Mr./Ms. Quiroz for choosing our hotel for your
accommodation. We hope to see you again. Have a pleasant and safe journey.”

10. If a guest complains about a service or maintenance problem, acknowledge and

empathize with him/her following procedures for complaints handling. Thank the
guest by bringing the problem to your attention and assure him it will be noted and
appropriate action will be taken.

“I can see how disappointed you are sir/ma’am. I’m sorry that we made you feel that
way. I have taken note of your comments. Rest assured we will have this
documented and the management will certainly take remedial action immediately.
Thank you for bringing this matter to our attention.”

11. Take out the room registration form and place notations “check – out”. Inform the
housekeeping Supervisor for him to send a room attendant to do the checking of
possible losses or damage in the guest‟s room.

12. Record the check – out in the departure record.

13. File check – out registration cards alphabetically in the check – out registration
card box.
 GUEST COMPLAINTS

Nature and Types of Complaints

1. Mechanical – heat, light or power, furniture, appliances (radio, TV)

2. Service – delays, room service, food and beverage delivery, quality problems
3. Staff attitudes – rude, insulting
4. Unusual – weather, anything over which the hotel has little control

Handling Guest Complaints

1. Listen, do not interrupt

A dissatisfied guest will feel better after he has aired his complaint.
Show interest in his problems by taking down notes.

2. Never argue

Bear in mind – the customer is always right. We loss when we argue

If a guest losses in argument, he‟s likely not to return. Thus, we lose business .

3. 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.

4. Empathize with your guest

Make him realize that you understand why he was dissatisfied.

5. Apologize

When we inconvenience our guest, we owe him an apology.

6. Be open-minded and show appreciation

Welcome guest‟s comments, we should be thankful that they gave us opportunity

to be aware of their problems.
 7. Do not be defensive

Accept the situation that a problem exists.

8. Be gracious and courteous

Always be respectful when dealing with the complaints.

9. 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.

10. 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.

11. Never pass the buck

Do not pass the blame to other departments as this may create conflict.

12. When things become more difficult, call the attention of the Front Office
Manager on duty.

Skills Practice

A. Role Play - Guest Situations – How will you handle them?

1. Guest arrives at the Front Desk at 2:00 PM. He called the day before for
reservations but was very disappointed when he was told that he is not included in
the reservations list. The hotel is full and he cannot be accommodated. He was so
mad to a point of making a scandal.

2. Guest arrives and approaches the Front desk for registration. His company has
made guaranteed reservations for him but the secretary failed to send the letter of
authorization. Will you register him under a company account? What will you do or
say?

3. Guest was asked to pay the full amount equivalent to his 2 days stay. He is
registered as cash basis. He insists to pay one day deposit. What will you do or
say?

4. Guest arrives at 7PM beyond the cut off time of 6PM. His reservations was
cancelled and given to another guest. He was very mad and disappointed. What
will you do or say?
B. Give and explain the various room status (with codes) placed in room rack.
C. What do you understand by room status reconciliation and what is its importance?
 Chapter BELL SERVICE
4

Most medium size and large hotels have a separate Bell Service unit that attends to the
following services:

1. Assisting guests during check-in and check-out;

2. Providing escort and luggage assistance to arriving and departing guests;
3. Assisting guest during room transfer;
4. Responding to all service calls of hotel guests, including the delivery of guest‟s
mail, package and messages;
5. Monitoring cleanliness and orderliness of the lobby and coordinating with
Housekeeping unit for proper cleaning;
6. Observing and reporting all unusual circumstances occurring at the lobby such as
entry of unauthorized and suspicious persons, disorderly conduct of unknown
persons, presence of suspicious objects, etc.
7. Doing errands for the Front Office.

In small hotels with very few guests, there is no separate Bell Service unit. The desk
clerk simply requests the Housekeeping unit to send a room boy to assist guests with
their luggage during check-in and check-out. The job of a doorman is done by the
security guard.

Check-in Assistance
When a guest reaches the hotel, he should be warmly received and assisted by the
doorman/bellboy following the procedures:

1. Greet and welcome the arriving guests.

“Good morning sir/ma’am, welcome to Crown plaza Hotel”.
2. Offer to unload guest‟s luggage from the vehicle.
“May I help with your luggage sir/ma’am?”

3. Unload the guest‟s baggage, count each piece and inform the guest of the total
count to make sure that all his traveler‟s effects were taken out of the cab and
accounted for.
“Could you check sir if all your luggage are complete before we let go with the
cab?”

If there is any damage to the luggage, the guest must be told at once.
“Sir, you have two suitcases but one is damaged”.

4. Direct the guest to the front desk while carrying the luggage in the cart.
“This way to the Front desk sir”.

5. As guest registers, stand by to receive rooming instructions from the desk clerk.

6. Receive key and rooming instructions from the desk clerk then lead the guest to
his room. “ This way to your room Mr. Takanashi”

7. Before opening the guest‟s assigned room, knock or activate the doorbell first to
make sure that there is no one inside. When the room is occupied or not yet
ready, tactfully inform the guest of the mistake and call the desk clerk for a room
attendant.

8. Open the room with the key or key card (whichever is used) and switch on the
light, and then let the guest in. Show the room to the guest and bring in his
luggage. Explain the use of facilities in the room such as air-conditioning,
thermostat control; bathroom light switches, etc. explain operation of TV if it needs
special instructions.

9. Inspect room and bathroom – check for busted light bulbs, dirt and defective
amenities and inform the Housekeeping Department of noted defects.

10. Sell hotel services, inform guest of:

 Outlets and operating time; products/services
 Room service, long distance facilities, business center, laundry services,
etc.
“For your convenience, the hotel has provisions for room service from __to__. The
room service menu is on top of the night table. You may also dine at some of our
outlets like …operating from ..to serving breakfast, lunch and dinner. You may
also avail of our laundry service. There is a laundry bag in your drawer together
with the laundry rates. Should you wish to go for entertainment bar called__,
operating from__to__”.

11. Take leave of the guest and ask if everything is ok.

As the last gesture, show willingness to be of further help and bid a guest a
pleasant and enjoyable stay
“Is everything satisfactory Mr. Takanashi? Is there anything else I can do for you?”
“Please call us should you need further assistance”.
“I hope you’ll enjoy your stay in our hotel”.
 12. Inform the Bell Captain or the Front Office Manager of unusual behaviour of the
guest or condition of the luggage. Call the attention of the Housekeeping
Supervisor upon noticing any defect in the room.

13. Record the check-in on the Bellman Control Sheet, indicating there in the name of
the bellman, the number of luggage and the room number.

Check-out Procedures
1. Once called to assist in guest check-out, fill up the check-out slip and indicate
there in the room number, number of the items to be picked up and your name;

2. Proceed to the guest room and remind the guest to double check the drawers,
closet and bathroom to make sure that nothing is left behind;

3. Bring the guest to the Desk clerk/Front cashier for bill settlement or to secure
clearance but be on standby until the guest is ready to be assisted in the vehicle;

4. Ask the desk clerk to check if the key has been returned before she signs on the
check-out slip;

5. If the key has not been returned, ask the guest to return it;

6. Proceed to the cashier for his signature on the check-out slip. If the guest account
is not yet settled but the baggage is sorted, the check-out slip together with a note
stating (please check with the Front Office Cashier), is attached to the storage
baggage. The baggage shall not be taken out of the hotel unless the account is
paid in full by the guest and the ashier has signed on the check-out slip;

7. Before loading the luggage of the guest to any vehicle, ask first if the luggage is
complete, then load each luggage to the cab and wish the guest a pleasant trip;

8. Times stamps the check-out slips and surrenders it to the Front Desk after the
service.

Room Transfer:
1. Upon receipt of the room change notice form from the desk clerk, record the room
change in the Bellman‟s Control sheet, indicating there in the room number of the
original room of the guest;

2. Pick-up the key of the new room and then proceed to where the guest is waiting to
be moved. Bring a cart if there are several items to be transferred;

3. All luggage of the guest‟s shall be loaded to the bellman‟s cart making sure that
nothing is overlooked or left behind. Then accompany the guest to his assigned
room after taking the key of the former room;
 4. After unloading and arranging the guest‟s belongings in their proper places, have
them checked by the guest for completeness and leave the room only after
making sure that the connecting doors are closed and the room is in good order;

5. The front desk shall advise the Telephone Exchange of the new room number;

6. Enter in the Bellman‟s Control sheet the new room number of the guest.

Figure 4.1

Message Delivery:
Duplicate copies of all in-house guest messages are to be received at the Front desk.
They will be brought to the guestroom by the bellman upon receiving instructions from
the desk clerk.

Procedures for message delivery:

1. Get the message (duplicate copies) from the Front Desk;

2. Knock or activate the doorbell and announce “Bell Service”. Then endorse the
message to the guest if he is in the room. If a cable or package will be delivered,
the guest will be requested to acknowledge receipt of the items by signing in the
duplicate copy and/or package or cable logbook;
Delivery of Guests’ Mail and Packages
1. Mail and packages for guests are usually received at the Front desk. But in some
hotels, the Bell Station is allowed to receive the guest mails and packages. Mails
should be time-stamped at point of receipt.

a. If the guest is registered, the desk clerk shall place the mail in the guestroom
slot or mail rack or key rack whichever is used.
b. If the guest is not registered but expected to arrive, mail is placed in a holding
rack and a notation is made on the guest reservation card that the said guest
has a mail.

2. If the mail or package has a defect, this must be recorded at the time of receipt.
Sometimes a letter or package may arrive open or in poor or damaged condition.
Itt is important to tell the guest beforehand so that he will not place the blame on
the Front Desk.

3. Receiving packages should be handled with caution. The identity of the one who
sent the item/s and the ones delivering it should be determined and recorded. If
the package is delivered through a messenger, ask for his valid ID (identification).
Using the prescribe form, record the name of the sender and his contact number,
description of the items and the name of the messenger who delivers it. Have the
item checked by the security office for them to check if it contains dangerous
material (like bomb) inside.

4. Mails are to be delivered to the guest by the bellman. In some hotels using high-
tech electronic telephones, a message indicator light may be turned on in the
guest‟s room. When the guest notices the light, he calls the front desk who hen
tells the guest that he or she has a mail.

5. When the bellboy delivers the mail, he should bring with him the logbook for the
guest to sign as acknowledgement that he has received his mail.

6. When the guest is not in his room, the bellboy is asked to slip a message to the
guest room (usually under the door) informing him of a mail that he can claim at
the Front desk.

7. If the guest has checked out, or mail is not picked up within ten (10) days, the mail
shall be sent to the forwarding address left by the guest. Mail shall be returned to
the Post office if a forwarding address is not known.

8. Some guests attending special function or meetings expect some materials for
presentation. They expect these materials to be delivered to the hotel. The front
office personnel must make sure these items, once received are delivered quickly
and efficiently to the concerned guests.
Figure 4.2

CROWN ROYALE HOTEL

Mail/Message Notice Form

No. ________

Date:__________ Time: ___________

For _____________________ Room Number___________

This is to inform you that a ( ) mail ( ) message for you has been received
at the Front Desk. Please check with the desk clerk.

Figure 4.3

CROWN ROYALE HOTEL

Package Notice Form

Date:__________ Time: ___________

For _____________________ Room Number___________

This is to inform you that the following package/s has been received at the
Front Desk for you. Please claim with the desk clerk.
Storage of Luggage
1. Tag each item with a baggage Claim Check.
2. Inspect all items for storage as to their condition before accepting them. Indicate if
the item is breakable and store them safely in cabinets.
3. Store luggage in the luggage room making sure that the smaller, lighter ones are
on top of the heavier ones.
4. The bellboy/bell captain shall:
a. Fill the baggage claim check completely making sure that the item has been
properly and clearly described in the baggage Claim Check;
b. Indicate also the identifying features such as color, size, shape, and other
leading characteristics. Specify the noted defect on the item prior to receipt.
c. Time stamp the Baggage Claim check.
d. Ask the owner to read the conditions stated at the back of the Baggage claim
form and have him/her sign.
5. Before storing the item:
a. Attach the baggage claim check to the item to be stored;
b. Detach the claim check portion;
c. Leave the luggage tag portion attached to the item;
d. Time stamp the claim check portion;
e. Hand the Claim Check portion to the guest.
6. The bellboy/bell captain shall enter the item in the Packages Storage record
(logbook)
7. The bellboy/bell captain shall deposit the item in the luggage room.

Withdrawal of Stored Luggage

.1. The bell captain shall determine if the person claiming the item is the owner who left
them for safekeeping, or he is an authorized representative.

a. If the claimant is the representative perform no. 1.1 below

b. If the claimant is the owner himself or the person who originally endorsed the
item, issue luggage upon presentation of baggage tag/ticket.

1.1 Require the representative to present

 A specific written authorization
 Valid ID (business card and residence certificate are not considered a
valid ID)
 Valid ID of the owner of the item

If the claimant can present the requirements, proceed to step 2 and 3. If not refer
the matter to the duty manager/supervisor for proper disposition.

2. When required documents are presented, the bellboy/bell captain shall retrieve
the items from the storage area and detach the claim.
3. Ask claimant to sign to acknowledge receipt of the items.
4. After issuance, cross out the withdrawn claim check and time stamp at the back
the time of issuance.
5. File all baggage claim check.
Other Errands and Special Instructions
Steps and Procedures
1. A guest makes a request for an  Accomplish Time Out Form then
errand job. perform the errand.
 Go back to the guest and hand over
the item or make a report to the
guest.
“This is your Time magazine and the
corresponding receipt. Thank you
sir!”.
2. Certain areas in the façade, lobby Inform the Housekeeping Office if there is
and rooms need cleaning or special any need for cleaning or special attention
attention. as when cigarettes stand is full of
cigarettes butts or the garbage is
undisposed or there is proliferation of
pests, etc.
3. Delivering daily newspaper to the Slip newspaper on the door of the room or
room place it on the door knob key if available.
4. Preparing daily event function or Check event order or daily memorandum
announcement from other departments. Update the
director/sign board at the lobby (write the
events and the venue).
5. Presence of suspicious persons or Report to the duty manager or security
objects. officer any unscrupulous persons or
suspicious objects found in the area.
6. Elevator is defective Report it to the Maintenance/Engineering
Office immediately for proper action.
7. Car stops at landing area for the Open the door and greet the guest.
guest to unload. “Welcome to Crown Royale Hotel Mr. and
Mrs. Brown.”
8. Guest enters the hotel. Open the door and greet the guest.
“Good morning sir!”
9. There is a traffic at the landing area. Assist security guard in easing the traffic
and coordinate with the drivers.
10. Guest inquires for directions. Give direction straight to the point like:
“Straight ahead Sir, first door to the right”
11. Suspicious looking person seen in Alert the security officer for him to watch
the lobby. and investigate the suspect.

Approach the person discreetly to find lout

if he has any official business in the hotel.

“Is there anything I can do for you sir? Are

you looking for someone?”
12. Suspicious object (box or anything Alert the security to check the object and
found in one of the plant boxes) mobilize a bomb search.

Do not touch the object.

Keep the guests and other people away

from the object.
Class Activity
1. Simulate the following:
a. Check in procedures for bellboy after receiving rooming instructions from the
desk clerk.

Guest (a couple you can call them by any name) checks in for the first time in
the hotel, assigned to room 205, a deluxe room equipped with Jacuzzi, TV and
Air-con with remote control, hot and cold shower, telephone with NDD/IDD
service, room service 24 hours, laundry service (laundry bag and list available
on top of the dresser).

The hotel has a coffee shop, an entertainment bar with ballroom dancing at
night, swimming pool, etc. (You can add services to the list)).
Show how you will escort the guest and sell hotel services.

b. Execute room transfer for a guest who transfers from room 201 to 210
because of some defects in room 201.
c. Checkout procedures for guest in situation A.

2. If you are a bellboy, what measures will you take to protect guest luggage from
getting lost and damaged?
3. What are the functions and responsibilities of a bellboy?
 Chapter FRONT OFFICE
5 CASHIERING and AUDIT

The Cashiering Section is responsible for receiving and processing guest payments,
preparing bill statements and report daily sales transactions. In big hotels, this section is
administratively under the Finance Department with the Front Office Cashier reporting
directly to a Cashier Supervisor or a General Cashier. In small hotels with very limited
volume of transactions, the cashiering job becomes part of the function of the Front desk
clerk. This is an economical move but does not provide a check and balance.

The Front Office Cashier has the obligation to see to it that all revenues pertinent to
room sales are properly received, whether in cash or charges, placed in proper forms,
balanced and finally remitted to the General Cashier or whoever is authorized to handle
all sales for the day.

Billing and collection of payments must be governed by credit policies which vary from
one hotel to another. Among the practices in some big and medium sized hotels are
outlined on this text.

Forms of Payments
Different hotels have varying policies as to the type of payment allowed for guest‟s bills.
Some of the methods of bill settlement include:

1. Cash – local currency

This is the most advantageous method since it involves no risk or fraud. Guests
who are not utilizing a credit card are required to pay upon check-in. usually the
full room rate is required, covering the estimated cost of rooms and other
services, plus taxes. This is called the “anticipated usage amount”.
2. Credit cards
 Two major credit cards are used in the Philippines – Visa and Master Card. The
credit card company advances the payment for the card holder and the charges
shall be billed to his account.

Hotels are usually equipped with a computer system that will be able to check
whether the card is valid and that a sufficient amount of credit is available.
3. Foreign currency – dollars or other currencies
Should this method be used, the hotel cashier must be trained and equipped with
a tool for checking forged currencies.

When the hotel does not have this facility it is not advisable to accept foreign
currency.

Hotels accepting foreign currencies may limit the type of currencies allowed for
payment. Usually it includes only those of major trading in the world like US
dollars, British pounds, Japanese yen etc.

The rate of change is generally lower than those offered by the banks as the hotel
has to make mark up for commissions to cover for services and fluctuations in
exchange rate.

Hotel accepting currencies are required to post the daily exchange rate i n the
most visible area at the reception counter.
4. Cheques
Check payment is certainly very risky especially if it is issued by guests who are
strangers and not known to the hotel officers. In some countries, the check
payment of checks but only up to a certain amount.
5. Travellers cheque
This is issued by major banks and travel agents in fixed denominations. The
customer buys them in their own currency or in the currency of the country being
visited. However, a service charge is imposed as insurance for possible loss.
Once the customer losses his cheque, the issuing company pays him back within
24 hours. Many travellers use this mode of payment as it provides them greater
security
6. Foreign cheques
Some large hotels accept foreign cheques especially those drawn in Europe
which are written in sterling. The use of Euro cheques and euro cards is
commonly used in Europe.
7. Debit cards
There are hotels that have a facility to debit guest charges from his bank account
and the transfer is done through electronic point of sale system (POS). A
transaction report is given to the guest after the debit.
8. Direct billing
The goods and services are paid at a later date after use of hotel services. The
hotel sends the bill to the company or individual who has been given a credit line
and allowed to book on charges.

The credit approval process must be strictly enforced. The hotel has the option to
choose what companies or groups it will extend the credit. If a credit line is
granted, the hotel will allow the guests of account holders to sign for charges. To
minimize or avoid credit risks, a thorough credit investigation is usually conducted
to determine the credit standing and the paying capacity of applicants for a credit
line.

Organizations or companies who wish to avail of a credit line have to fill up a

credit application form. The data needed for approval include:
 Company or Organization profile – ownership, size, purpose, history,
address, years in existence, company officers, contact number, etc.
 Financial standing – bank account history, account balance, copy of
financial statement for the past 2-3 years, creditors, suppliers, etc.
 References – hotels and suppliers who have extended cred to the applicant
 Independent references –companies or individuals who can vouch for such
applicant, particularly their reputation and credit standing.
 List of signatories and specimen signature

The Sales Office will furnish the Front Office with a list of organizations,
individuals or companies who have been approved for direct billing. This list is
always updated to reflect the credit standing of each one who is in the credit
list.

Sample Credit Application

 BILLING PROCEDURES
Upon check-in, each guest is asked politely how his account will be settled. Payment
information is then noted on the registration card in the space provided for. It is
imperative for a Desk clerk to request for the passport of any foreigner or the residence
certificate number of local residents. He should see to it that the registration card is
properly and legibly filled out and that it contains all required information.

As a general rule, guests are required to immediately settle room charges and other bills
– meals, room service, laundry, etc. however, they could be allowed to sign charges if
any of the following is presented:

1. Credit card – that is valid, in the name of the guest, and has neither expired
nor cancelled.
2. Letter of Authorization from companies, groups or individuals with approved
credit line and good credit standing.
3. Membership card which extends signing privilege to members (applies to
Country Clubs or resorts that extend signing privilege to its members). The
card holder must however be in good credit standing and his membership or
signing privilege is not suspended nor cancelled.

A. Walk-in / Cash Clients

1. Walk-ins without luggage or those reservations made by the guest himself
without prior credit arrangements shall be required to make a deposit
equivalent to the duration of the guest‟s stay and the room shall be put on
CASH BASIS, i.e, no signing privileges for all outlets, laundry and telephone
charges. For purposes of determining if a guest has luggage or none or two (2)
or more luggage are considered “with luggage”.

2. For guests with no prior credit arrangement but who are repeat guests or have
booking history, the hotel may just require partial deposit but send reminder
letter when their account reaches a certain amount like P5,000.

3. For guests considered as Walk-in with luggage, place the notation “walk-in
with luggage” on the registration card and guest folio. Pre-payment or deposit
may not be required but account shall be closely monitored by the Front Office
Manager and cashier.

B. Private Individuals (Non-Card holders)

If the guest indicates that the bill is to be sent to a private address, the guest
should be referred to the Front Office or Duty Manager for disposition.

C. Airline and Travel Agency Accounts

For the billing of guests guaranteed by an airline or travel agency, the following
procedures apply.

1. A service/Accommodation Voucher shall be presented and submitted to the

Desk clerk. If it is not submitted and the guest is checking out already, the
matter shall be immediately referred to any authorized officer who will make a
 decision. If any of these officers will authorize the check-out, the officer will
indicate his signature on the guest folio.

2. For airline companies booking lay-over passengers, the Front Office will
request passengers to submit the Passenger Service order or Charge Voucher
during check-in and this shall be attached to the guest folio. Without said
documents, the account shall be considered personal account of the guest and
will be payable upon check-out.

3. For airline diverted/delayed flights, the Desk clerk, upon receipt of the
Manifest, shall indicate therein the room number assigned to the passengers
and the amount that they can charge as agreed upon with the Airline. The
desk clerk shall prepare copies of Manifest with the necessary information.
This will be distributed to all outlets, Front Office Cashiers/Night Auditors and
Credit/Finance Manager.

The “Charge to” option in guest folios shall indicate the proper billing
instructions such as the name of the airline and the amount authorized by the
airlines as agreed upon with the hotel, room rate and food.

Desk clerk shall daily inform the passengers regarding the arrangement made
between the hotel and the airline especially with regard to the mode of
payment for beverages which shall be on a strictly CASH BASIS.

Figure 6.1 – Sample Voucher

D. Commercial Accounts with Credit Line
Some hotels are open to extending credit/signing privilege to individuals or
companies. This is called a commercial account. The procedure is for the
company to submit the hotel a credit application. The application is assessed and
processed by the Credit or Finance department. They usually make a credit
investigation to determine the paying capacity of the applicant and whether said
applicant has good credit standing. If this is ascertained, a credit line is extended
to the applicant. Specimen of signatures of authorized signatories shall be
secured for verifying authenticity of any endorsement for check-in.

If a company with a commercial account wants to book a guest in a hotel, a letter

of authorization shall be provided before check-in, stating that the company is
authorizing the guest to book under the company account.

Figure 6.2 Sample Form – Assumption of Liability

PROPER HANDLING OF AUTHORIZATION LETTER

1. The letter of authorization and assumption of liability shall be provided by the

guarantor before the check-in for their guest. said letter must state the items or
expenses to be charged and an assumption of liability for the charges
mentioned in the letter.

If the letter of authorization is presented upon registration (or before check-in)

the desk clerk must always verify the authenticity of the letter by calling the
company.
2. If upon reservation, it was ascertained that the client is a guest of a company
which has an approved credit line and the reservation is made through the
company concerned, the letter of authorization must be available before or
upon check-in and not later than the check-out time.
3. The letter must exactly state what is covered in the authorization to charge-
whether the entire hotel bill or only specific charges. The guest should be
notified and should be asked politely how he intends to settle charges that are
not covered by authorization.
4. If a letter of authorization is not yet forwarded to the Reservation/Front Office
and the guest is checking out already, the matter should be immediately
referred to the Manager authorized to make a disposition. If the manager will
authorize the check-out, he should indicate his signature in the guest folio.

CASH HANDLING GUIDELINES

1. So as not to be confused on how much cash was received, place the bill
lengthwise across the register until the end of a transaction. This practice can
also serve as a safeguard against someone who may intentionally try to
confuse the cashier.
2. Count change from the amount owed to the peso or dollar amount given to you
by the guest. For example, if guest charges are P2100 and the guest pays with
P2500, you should count out the change beginning with P2200 and ascend by
the hundreds up to P2500. Many electronic cash registers today calculate
change for the guest. However, it is still a good idea to make a guest
reassured to have his/her change counter checked the traditional way.
3. Traveler‟s checks, cashier‟s checks and bank/money order must be handled
with care. When in doubt, obtain approval from management. Be sure to get
the guest‟s signature on the check or money order as well the data on the
guest‟s driver license or appropriate ID. Record the amount and the check or
money order number on the guest folio.
4. Mark on the guest folio that the bill was paid in cash, time stamp, and give a
receipt to the guest.

HANDLING BILLS BY CREDIT CARD

1. Desk clerk and Front Office cashier should verify the credit card if it is in the
name of the guest and has neither expired nor cancelled.

2. If the credit card has not expired, check the cancellation bulletin to make sure
the card is not stolen or otherwise invalid.

3. Know the credit limit and the credit available of card owner. The credit limit is
the maximum amount that the credit card company will allow the cardholder to
charge without any special authorization. If the amount to be charged appears to
exceed the credit limit, the credit card company should be contacted to approve
the transaction.

4. If the card presented is cut, damage or mutilated, do not honor it. If the Front
Office Cashier is suspicious of the card that it might be counterfeit or stolen, the
cashier should immediately call the credit card company and verify the status of
the card.
 5. If the card is approved, imprint or swipe the card on the correct credit card
voucher and fill it out properly.

6. Legibly imprint the embossed data from the card and from the merchant plate
on the machine on the Sales slip by using the imprinter.

7. Front Office cashier should require the card holder to sign the Sales Slip in his
presence. He should compare the signatures on the sales slip with the authorized
signature on the card to determine if they match. If the signature is in order, he
should detach the cardholder‟s copy and give the original and completed copy of
the sales slip to the cardholder.

PAYMENT BY CHEQUES

As a general rule, payment by cheque is strictly not allowed. But if the hotel wants
to consider check payments, the following payment policies shall apply:

1. Checks first with management what checks are allowed and not allowed.

2. Be sure checks are made payable to the hotel

3. Get management approval for second and third party checks

4. Record the amount, date and number of each check at the back of the guest
registration card.

5. Do not accept post-dated checks.

6. Do not refund cash from a transaction made by check.

7. Require person paying in check for proper identification.

8. Encashment of checks should never be allowed.

Figure 6.3 Sample Format of Billing Statement Upon Check - out

SPECIAL BILLING INSTRUCTIONS

1. Special billing means that all or a portion of guest charges are to be billed or
charged to a particular person or firm.

2. When a reservation is being mad, and the charges are to be billed to a person or
firm with an existing credit account in the hotel, the caller must be advised to send
a letter of guarantee with assumption of liability before the arrival of the guest.

3. If a reservation is a guaranteed reservation from an individual, group or company

without an existing credit line, the reserving party shall be asked to pay a pre-
payment or deposit.

NIGHT AUDIT

At the end of the day, all financial transactions at the front office shall be subjected to
audit by designated officers. This is done usually at night when the hotel is less busy.
At the end of the day, all financial transactions at the Front Office shall be
subjected to audit by designated officers. It is the process of auditing where the
night auditor reviews all financial activities of the hotel that has taken place in one
day. This is done usually at night when the hotel is less busy. The auditing process
for the day is generally conducted at the end of the day during the following night,
hence the name „Night Audit‟. It can be performed by the conventional method of
using papers, receipts, vouchers, coupons, and files. But performing audit using
modern PMS systems is easy, fast, and efficient.

In conducting the audit, the auditor reconciles the hotel‟s daily financial transactions
and other activities. The data are compiled to make a night audit report and is
submitted for management review.

The objective of night audit is to evaluate the hotel‟s financial activities. Night audit
not only reviews guest accounts by checking credits and debits but also tracks the
credit limits of the guests and tallies projected and actual sales from various
departments. Night audit reviews daily cash flow into and out of the hotel‟s
account. Night audit has a large significance in hotel business operations. The
management body refers night audit report to plan future goals and control the
expenses. The managers can react immediately on the acquired information.

Test of Learning

1. When is a company allowed to book a guest on charges, under a company

account?
2. What will you do if a guest wants to charge his bill to his company but the
authorization letter has not been forwarded before or during check-in?
3. What are the various methods of bill settlement and the advantages of each
method?
 Chapter THE TELEPHONE
6 EXCHANGE
The telephone is an indispensable element in the communication system of any
hotel. In large hotels, a separate section known as Telephone Exchange is created to
handle all transactions pertinent to incoming and outgoing calls, processing long
distance and overseas calls, wake-up service, information dissemination and other
related activities. This section is usually equipped with a centralized switchboard,
manned and operated by telephone operators, under the supervision of a supervisor.

Although phone operators do not have a face to face contact with guests, clients and
callers, they can build or destroy the image and reputation of their hotel if they are rude,
harsh and not friendly. On the other hand, a voice with a smile, accommodating and
tactful words make a very pleasant impression.

Telephone operators are also front liners since they are in direct contact with
customers or patrons. The first impression that they create on the phone can be a lasting
impression and can influence the disposition and decision of guests and clients in
patronizing the hotel. Thus, telephone manners in the switchboard need extra caution,
diplomacy and maximum efficiency.

Functions of the Telephone Exchange Section

1. Responding to all incoming calls, both local and overseas;

2. Processing long distance and overseas call requests of guests in case a direct
dial service is not available;
3. Coordinating with telephone company operators regarding time and charges
for all completed long distance or overseas calls;
4. Preparing toll charges for every completed call and making the corresponding
charge report;
 5. Disseminating vital information about hotel facilities and services through the
telephone;
6. Taking down and disseminating messages for in-house guests;
7. Attending to wake-up call requests of house guests;
8. Screening all incoming calls of hotel guests and executives;
9. Coordinating with the servicing telephone company where there is a
breakdown of hotel trunk lines;
10. Preparing all required reports.

Rotary Information Rack

• The Telephone Exchange makes use of a rotary information rack that contains
guest names in slips which are arranged alphabetically.

• Upon check-in of the guest, the clerk makes temporary rack slip and brought up to
the telephone exchange

• Upon guest‟s check-out, the room rack slip is forwarded to the Telephone
exchange

PROCEDURES IN HANDLING TELEPHONE CALLS

Answering Incoming Calls:

1. Bring the handset at least ½ inch from the mouth

2. To connect a call to a guestroom or office.

2.1. First ask the name of the caller.

2.2. Check with the caller if he/she knows the guest‟s room number.

2.3. When the name of the guest is not found on the information rack, the
operator should never say that the person is not registered.

3. When paging a person, say that you are still paging the concerned
person/guest.

Handling Wake-up Calls:

1. Any hotel guest who wishes to avail of wake-up call service shall call the
operators directly or may relay the request through the Front Desk.
 2. Place the wake-up call in the wake-up call Request bulletin, stating the name of
the requesting guest, room number and time.

. 3. The operator will validate the room number against the information rack
4. The Night Operator may call the Front Desk to double-check the name and the
room number.

5. When the operator rings a room for a wake-up call, she should do it graciously
by calling the guest by the name.

6. If the guest does not answer the wake-up morning call, the operator should
request the bellboy or the room boy to knock on the guest room.

7. Completed wake-up calls are crossed out in the Wake-up call Sheet.

Handling Messages for a Guest

•Callers who wish to leave a message for a guest are normally connected to the
Front Desk.

•3 copies of the message form are filled up.

OVERSEAS AND LONG DISTANCE CALLS

Processing Long Distance/Overseas Calls without IDD

1. For placing long distance calls, the operator takes down these information from
the caller/guest:

• Calling party and party called

• Telephone number
• Pace/city called

• Time filed

• Other remarks: “change” or “collect” or “person to person”

2. Repeat all details to the caller to insure that all information have been recorded
correctly.
3. In placing the long distance or overseas calls, the number of the company
operator whom the call was placed is noted down.
4. Once the telephone company operator calls back with the “party called” on the
line, the telephone operator connects the call and noting down the time of
connection.
5. Five minutes after the overseas/long distance call is completed, the telephone
company operator calls back the hotel operator to inform her of the time and
charges regarding the overseas or long distance call.

Information required on the Voucher:

 Calling party/room number and party called name

 Place/city/area code (telephone number)
 Time call was filed and Time call was connected
 Time finished (from telephone company operator)
 Toll charges/handling fee/government taxes-total charge

6. To compute for toll charges, the operator shall refer to the prescribed rate per
minute, as well as the handling fee.

7. Distribute copies of the voucher.

8. Prepare a traffic sheet.
TELEPHONE MANNERS FOR TELEPHONE OPERATORS AND FRONTLINERS

1. Maintain a pleasing voice personality

• Voice – volume is properly modulated, tone is not harsh and sounds

gracious and friendly

• Correct Phraseology – courteous words and appropriate phraseologies

are used

• Manner – considerate, interested, attentive, accommodating

• Proper Telephone Usage – for maximum efficiency

2. Use a slightly rising inflection when making a statement.

3. All incoming calls outside the hotel should be answered according to the
hotel‟s courtesy and procedure.

4. Always be ready with pad and pencil for noting down messages.

5. When the phone rings, grab the paper and pencil and promptly take down
messages or notes.

6. After the caller has relayed his inquiry or request, read back to him the notes
that you have written to validate the details.

7. Answer all calls as promptly as possible

8. Lift the receiver only when you are ready to talk.

9. While talking with someone nearby and your phone rings, excuse yourself
and answer the phone promptly.

10. Maintain friendly and accommodating conversation with guests.

11. Speak clearly and distinctly.

12. When you leave your desk, leave a message as to your whereabouts.

13. Be helpful and accommodating. Ehen called party is not available, give an
encouraging and/or specific report.

14. In dealing with callers:

 Be attentive to avoid request for repetition

 Never interrupt while the other party is peaking
 Avoid using slang words
 Speak in the language which you are addressed
 Be friendly but business like

15. If you cannot help the caller with some information, explain why.

16. Be tactful when screening calls.

17. Do not make anyone wait on the line for information which will take long to
obtain.
 18. Keep conversation pleasant but brief.

19. Be attentive to avoid request for repetition.

20. While inside the telephone exchange, conversation should be limited to

business matters only.

21. Never leave the switchboard unattended.

22. Avoid drinking and eating inside the switchboard.

23. Never listen to private conversations on the phone nor divulge confidential
information gathered on the phone

Class Activity
Simulate in the form of a role play the following situations.
1. An unknown caller makes a bomb threat call.
2. Caller asks about your room rates and services.
3. You received a wake-up call request.
4. House guest request to be placed on overseas call to Malaysia.
 Chapter INSURING GUEST
7 SAFETY and SECURITY
It is the responsibility of all hotels and lodging establishments to insure the safety
and security of their house guests. The hotel management will be held liable for any
accident or injury of guests emanating from safety and security hazards that are left
unattended by the hotel.

HANDLING OF ROOM KEYS

1. Change from the traditional keys to modern electronically operated or computer
generated keys.

Sample Key Booklet containing key and ID

Sampl
2. Desk clerk should give the room key only to a registered occupant. If in doubt,
ask for their guest ID.

3. Never give the key to the guest‟s joiner, visitor or even his/her nearest relative
unless there is a written authorization from the guest himself.
4. Keys should be kept in key cabinets, away from the sight of guests and the
public. Keys that are exposed are vulnerable to losses.

5. Key for lockers and cabinets are to be in the custody of a designated custodian
or a stock clerk. He shall turn over said key to the Duty Manager at the end of his
shift.

6. Key custodian should never lend his keys to anyone nor allow someone to open
cabinet and get stocks thereat.

7. There must be at least 3 sets of room keys.

8. In receiving and returning keys, always log in and sign in the log book so that it is
easy to trace who is accountable if ever it gets lost.

9. Room attendants are advised to attach their key to their uniform so that it does
not get lost.

10. Misplaced or lost keys must be reported immediately to the supervisor.

11. If a traditional metal room key cannot be found, change it or interchange the
lockset of the room to another room and floor so that the finder cannot open the
door.

12. Turn over keys with proper endorsement. Let the receiving party sign and
acknowledge receipt of said key.

13. If a guest happens to leave his key to his room and request the front desk to
have it opened, it is important that the identity of the guest be verified first.

14. If the room attendant is asked to open a guest room, ask for the guest‟s key just
to make sure he is the registered occupant.

PROTECTION OF GUESTS’ VALUABLES

The Safety Deposit Box

1. A safety deposit box is installed for the safekeeping of guests‟ valuables. It is

located at the front office, with the desk clerk or cashier acting as a custodian. In
some modern hotels, the safety deposit vault is located inside the guestroom
and the key is given to the guest upon check-in together with the room key.

A safety deposit box/vault inside a guestroom

2. The safety deposit box can be availed of by registered guests free of charge
through the Reception Desk.
3. To avail of the safety deposit box, the guest shall fill up the Safety Deposit Box
Registration Card and indicate his/her name, room number and specimen
signature. The Safety Deposit Box Registration Card contains the terms and
conditions governing the use of a safety deposit box.
4. Users/owners of Safety Deposit Box at the front desk are given an SDB key.
This key and that of the master key must be used together to be able to open
the safety box.
5. Each time the guest wishes to access his/her SDB, the custodian will give
him/her an SDB access card. The custodian after verifying the signature against
the Safety Deposit Box Registration Card shall get the guest‟s SDB. Using
master key and the guest‟s key, the two (custodian and guest) can now open
the SDB.
6. In releasing the contents of the safety deposit box, the owner‟s identity will
always be identified through his/her Safety Deposit Box Registration Card. Upon
release of the valuables, the owner shall be given a Safety Deposit Box Release
Card for him/her to fill up. Then he/she surrenders the key after receipt of
valuables.

Dealing with Losses of Guests’ Valuables

1. Guest who reports lost item shall be assisted by the front office or
housekeeping staff in searching for their lost item at the lost and found section.
The logbook should be checked for report on lost valuables.
2. If not found, the matter is referred to the security officer for investigation.
3. Lost items left by guests in guestrooms shall be surrendered to the duty
manager.
 Chapter INSURING GUEST
8 SAFETY and SECURITY
On top of their routine duties, Front Office personnel are expected to sell products and
services. They should attempt to introduce to the guest what the hotel offers and what
benefits can be derived from such services.

The desk and reservation clerk and the telephone operators can also help in generating
more revenue by upselling rooms, convincing the guest to avail of more expensive, more
profitable rooms that have special features and amenities.

Upselling can be through the telephone upon receiving inquiries or reservations or in

person when the guest approaches the front desk for inquiry or registration.

To be a good salesman requires an assertive personality that is credible and pleasant.

These qualities combined with selling skills can make the front liner an irresistible
salesman.

This chapter provides practical guide for front office personnel in improving their selling
skills and guest relations.

SELLING TIPS

1. Take advantage of selling opportunities

2. Upsell rooms even to a “price conscious” guest
3. Be ready to cope with rush periods
4. Sell to a new or undecided guest

HANDLING RESEVATION DIFFICULTIES

There are occasions when guests with reservations encounter problems when they
register. The guest may arrive much later than expected and his assigned room may
have been reassigned to someone o the waitlist. Or the hotel is already on full house and
the particular type of room promised may no longer be available. Usually heavy late
checkouts or extension of stay can tie up space set aside to accommodate reservations
that are confirmed months before. These situations and many more can be very
disappointing to the guest that he makes a very unfavourable impression about hotel
services.

The duty manager can intervene to save the goodwill of the disappointed guest. he
should apologize and explain why these situations happen. But more importantly,
alternative remedies must be taken. Have the guest provided with temporary
accommodation and make him know that he will be moved quickly once there are rooms
available. When delays in accommodation is caused by late checkouts, have the
luggage of the guest secured by the Bell service and direct the guest to the dining room
or cocktail lounge, preferably with a complimentary drink.

Transportation problems over which the guest may have no control often account for a
good share of late arrivals. If the house id full, try to immediately obtain suitable
accommodations elsewhere for the night. It will make a lot of goodwill if transport service
can be provided free of charge.

Upselling Rooms

One of the best measures to maximize room‟s revenue is to do upselling of guestrooms.

Upselling refers to efforts taken by desk and reservations clerk to induce guests to
medium-priced or de luxe rooms rather than standard accommodations sold at a
cheaper price and rates.

To become effective in selling, the front liner must have the skills and the capacity to:

 Deal with all types of guests especially the difficulty ones like negativists, chronic
complainers, hard to please guests;
 Become assertive and overcome natural inhibitions on dealing with guests; and
 Maintain an enthusiastic, warm and pleasant disposition while undertaking a
selling job.

TECHNIQUES IN UPSELLING ROOMS

1. Establish customer goodwill.

2. Find out as much as possible about the person, his wants or needs.
3. Be specific, but not abrupt when replying, describe the accommodations quoted-
size, location, furnishings and features.
4. Do not exaggerate. Mention limitations but highlight special features.
5. Avoid open ended questions. Instead ask specific questions that will move the
guest in direction of selecting medium priced or luxury rooms.
6. You can have suggestive effect by mentioning room type that best fit his need and
by highlighting special features of the room.
7. Get rid of natural inhibitions. Those with poise and commanding personality
appear more credible and more irresistible than people who are inhibited and shy,
with unpleasant mannerisms and nonverbal gestures.
 8. Be determined and enthusiastic in closing a sale. Few guests would not opt for an
expensive room unless clerk will suggest it.

High Pressure Upselling

In high pressure upselling, the desk clerk uses techniques that will push the guest to
buy the expensive room even if he prefers a cheaper one.

Techniques that will induce non-pressure compliance usually generate better results.
Among these are:

1. Choice of doors – the guest is given an alternatives

2. Doors in the face – theory based technique

COMMUNICATION IN SALES

Effective selling requires the use of communication skills and the front office staff is
said to be a good communicator when:

1. His/her message is received and interpreted by the receiver as intended. In effect,

there is a mutual understanding.
2. He is able to get the expected response because:
 He is credible and sounds acceptable to the receiver
 He is convincing and persuasive
 He has established rapport and has won the goodwill of the receiver
3. His communications help to build and maintain the goodwill of the receiver.

Guidelines to become a truly effective communicator:

1. Communicating with clarity

2. Communicating with credibility
3. Handling objections, resistance or disagreement
4. Communication with sensitivity