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Reservation and Reception Procedures Guide

The document outlines procedures for receiving and processing reservations, including types of reservations and essential details to collect from guests. It also describes accommodation reception services, club reception services, and includes a series of written and oral questions related to front office operations and guest management. Key topics include check-in/check-out procedures, handling guest complaints, and understanding reservation systems.

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jennygaceres
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4 views2 pages

Reservation and Reception Procedures Guide

The document outlines procedures for receiving and processing reservations, including types of reservations and essential details to collect from guests. It also describes accommodation reception services, club reception services, and includes a series of written and oral questions related to front office operations and guest management. Key topics include check-in/check-out procedures, handling guest complaints, and understanding reservation systems.

Uploaded by

jennygaceres
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

-DEMONSTRATION-

❖ Receive and Process of Reservation

TYPES OF RESERVATION
➢ Telephone Reservation
➢ Walk -in Reservation (COMPUTERISED RESERVATION)

IMPORTANT DETAILS TO GET:


1. Personal Information
2. Date of Reservation
3. Estimated time of Arrival
4. No. of pax
5. Guest Reference or Request
6. Repeat all the information
7. Inform policy (50% down payment)
8. Mode of payment
9. Inform the guest will receive confirmation thru email or via phone call
10. Cancellation and amendments of the Reservation (3 days prior of the reservation)

*DON'T FORGET TO PRINT OUT THE GENERATE INFORMATION AND ASK FOR THE
GUEST SIGNATURE.

-DEMONSTRATION-
❖ Provide Accommodation Reception Services.
1. Check in Procedure
2. Check out Procedure
3. In this check in check out you have to offer the services like Concierge or bell
services.
4. After offering the concierge and bell service you will proceed to the bell
service procedure
5. Concierge procedure

-DEMONSTRATION-
❖ Provide club reception services
1. Welcome the guest in the club reception area.
2. Lead guest on explaining the rules and regulation of the club.
3. Discuss the membership benefits.
4. Explain the facilities,amenities and services of the club.
5. Discuss the term and condition & validity.
6. Demonstrate the cashiering (mention the guest folio and explain)

WRITTEN QUESTION (BRING PEN AND PAPER)


- Statistic problem to solve
ORAL QUESTION:
➢ What is the standard practice in answering the telephone
➢ How do you handle guest complaint
➢ How does the guest greeting affect the front office image
➢ Discuss the methods of settlement of guest accounts
➢ What constitute the plus (+) sign added to the charges
➢ What are the different forms of guest payments
➢ Describe the functions of night audit
➢ The roles and job description of the night audit process
➢ The main steps of night audit process are:
➢ How will you address overbooking?
➢ Describe an availability board
➢ Differentiate a guaranteed reservation from a confirmed reservation
➢ What is a central reservation system
➢ What is F I T?
➢ Name at least four sources of reservations
➢ How does a no-show affect the hotel?
➢ How will you handle the different forms of reservations
➢ Have you ever experience operating using a System)
ANSWER: YES (hotel logics, amadeus,opera)
➢ What is the information needed to be checked by the reservation agent from the
guest?
➢ What comprises product knowledge
➢ What includes shift endorsement
➢ Explain the general flow in rooming a guest
➢ What are the things you may do in preparing for a group arrival
➢ What are the personal safety measures to be observed in lifting guest luggage
➢ What do you do when guest lost their luggage
➢ What are some signs of intoxication to be observed
➢ How will you handle an intoxicated guest
➢ What are some concerns to know when asking an intoxicated patron to leave the
premises?

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