HOTEL RECEPTIONIST MANUAL

Professor: Jenny Villegas Díaz

To begin with, we can say that the different departments that

they constitute a hotel are of great importance and it is not advisable to highlight
greater relevance for one or the other. A hotel is a business of
services, and the interdepartmental synchronization, coordination, and control
it is what will determine, in addition to its category, its reputation at the level
commercial without forgetting that each department has specific functions
concrete and specific, and that likewise plays a role within
of the company.
The reception department receives the business card of the
hotel. It is very important for the clientele, as it is the first
department with which the client has a relationship, whether in one way
personal upon arrival, whether through any means of
communication, phone, fax, mail, etc. if you make reservations before your
arrival.
The first and last impression are the most important.
for most customers. The first, because the human being
always gets easily impressed by images, this is going to
to predispose the majority of the clientele in favor of or against the
establishment depending on whether it has been favorable or unfavorable for each
client.
The professionals in this department to create a good
presentation should be uniform and tidy, maintain a demeanor
correct that does not turn out unpleasant for the customer, attending quickly
and safety in their work to each of the people who approach the
counter and being helpful.

Reception Department:
The reception department is the operational center of a hotel.
from here administrative procedures are fulfilled and it is the first
direct contact that the client has upon arrival,
providing information about the services, the facilities and the
different tourist packages available at the hotel.
 Basic Functions:
Maintain communication with the guest.

•Registration and control of guest check-ins and check-outs

in – check out).
Make room changes requested by customers.
Block rooms with reservations.
guaranteed.
Authorize the extension of stays after verification of the
availability.
Maintain fluid communication with the rest of the
departamentos (Mantenimiento, Lavandería, Seguridad, A&B, Bell
Boys and Housekeeper.
The Reception Department is available the
24 hours.

The guest can request information or assistance. It is

fundamental that the first impression the customer has is
positive and that can be assisted whenever requested.

Morning Receptionist:
The morning shift receptionist begins their workday.
at 7:00 AM. Before leaving, the night receptionist must
communicate to him what happened during his shift, highlighting those that
they need to be addressed and resolved throughout the day.
Then you must read the New Items Book, which you have to sign to
to ascertain that you are aware of what happened in the previous shift.
Next, the receptionist must read the reservations that
will enter on the day giving special attention to all those that are
guaranteed either through a letter of commitment issued by
any company that has an agreement with the hotel (line of credit); or
well that particular one that the future guest paid in advance.
 If the receptionist registers the name of the future guest in the
file because it has already been hosted in the hotel, it can be taken
knowledge of the preferences of the same.

Other functions:
You must verify if the reservations are guaranteed, and in
in case any discount has been granted, it should be with the
corresponding authorization.
Through the observation of the Room Plan, you will take
knowledge of the rooms that are occupied,
blocked, available rooms, rooms with check out on the day.
it is recommended that each option has a color that characterizes them for
streamline your task.

Room pre-assignment:
The reception will organize the reservations with special requests.

It will take into account those guests who checked into the hotel.
before the normal entrance time, in case it is not possible to assign the
room for various reasons, the guest will be invited to wait in the
hall or in the bar.
Regarding the entry of a group, they will be located on the same floor.
or in rooms according to their preferences.

Guest check-in: (See more functions below)

from the Reception Department).
To provide the quality of room service in the
the guest's arrival sets a check-in time and a check-out time.
Typically, the check-in deadline is from 1:00 PM to 3:00 PM.

Check-in of the guest with reservation:

The receptionist will warmly welcome the guest.

cordial.
 He will ask if you have a confirmed reservation and in whose name it is.
the same.
The reservation issued by the reservations department will be confirmed.

Will reconfirm with the passenger the details and contents of the reservation.

Then he will ask who will take care of the incurred expenses.
during the stay.
He will check if anything is pending and will complete the missing data.
on the admission form.

Entry of a group:
The reservation for a group must be made a few days in advance.
anticipation to facilitate their arrival, in this way the
the receptionist will be able to have everything organized.

Then he will hand over the room keys to each member of the
group.
The receptionist will then check in the group to
system.

Master accounts:
The master accounts or folio (not an invoice) are opened to note the
extra expenses that the guest incurs during their stay, before they
produce the check out this receipt is loaded into the system with the data of
your room, type of room, number of guests, etc.

Check-out procedure:
The night receptionist or the morning one can issue the list of
possible exits for the current day. (Balance control).
Will be responsible for issuing the account statement for each room that
he has his departure for that day.

Before check-out, the guest can request to close their account.

The receptionist will contact the Ama department by phone.
Keys for the waitress to carry out the routine check.
 It will also be communicated with the consumption centers for
ask if another service was provided to the guest that has not been invoiced.
Once all the relevant information is gathered, the closing will proceed.
total of your bill, asking how you will make the payment.
He will say goodbye to the guest and thank them for their stay.

Night Receptionist or Auditor:

This is upon receiving the night shift which is normally from 11:00 PM
hours until 7:00 am is obligated to review all the
relevant details that have occurred during the course of the day,
in addition, you must check all the records, accounts, and other charges of everyone
the clients, both those who registered during the day and those who
they have been staying at the hotel for several days now; all of this with the
purpose of correcting all the mistakes that may have been made
during the previous shifts.
Upon finishing the review, the receptionist proceeds to carry out the
charges corresponding to the room night of all
guests.
After this, the night receptionist closes the day and prints
all the reports that reflect the day's movements.
The receptionist who works the night shift must remain
I wake up and stay alert in case something new comes up with someone.
guest and try to resolve it in the most diligent way possible.

Receptionist behavior:
The reception department is the public face of the hotel,
first place the guest goes, as well as will attend
when you need help.
The receptionist must behave:
With courtesy.

Do not eat in the reception area.

Self-confidence.
Memory (remembering the guests' preferences, will make them
to feel part of his/her life.
 Good oratory. (Do not shout, Do not argue, address your
companions by their names, etc.

FUNCTIONS OF THE RECEPTION DEPARTMENT

RECEPTION is the face of the Hotel. It is the first impression that

leave it with the client. The first impression is made in the first 7
minutes of meeting someone for the first time and they focus on the brain for
two years. It is very important to understand that everything that happens in the
the first 7 minutes of attending to a customer/guest for the first time is
crucial to make an excellent first impression. Everything must be
willing (environment, premises, cleanliness, uniform, attitude, lighting,
temperature, attention, etc.) in such a way that the initial attention
natural sea and flow appropriately. Those who work in
The reception is the IMAGE of the Hotel, that is why we must have
a lot of care about how we speak, how we move, how we behave and
we see each other in front of others, inside and outside the hotel. It is a commitment
of life, is a way of life. The receptionist's first thought
It must always be: "THE SANTA ANA HOTEL is the best hotel in"
Falcon. Not because he learns it, but because he believes it. They must
mutually support each other regarding their image and uniform (to have a
mirror nearby to check your correct, even image, hair,
etc; or if not, rely on your partner to inform you of what
I helped him/her to get ready in case something is not in its place.
It is teamwork. We must always be as presentable as possible.
possible.

The women:

Hair in good condition. (Styled, well cut, well dyed)

in case of being dyed, well cared for).
2. Closed shoes. (Avoid any footwear that shows the
toes, for hygiene and safety reasons).
 3. Moderately made up. (Makeup that enhances her features)
of beauty in a soft and delicate way.
4. Always wear the indicated uniform.
5. Hands should always be presentable, nails well-groomed and
Well-groomed. At the reception, they are the immediate focus of the customer's gaze.

The Men:
Short and neatly styled hair.
Always shaved.
Always wear the indicated uniform.
4. Hands should always be presentable, nails well-groomed and
well-kept. At reception, they are an immediate target of the client's gaze.
CHECK-IN
Upon receiving the customer, we must be as cordial as possible, always with
a smile. The first 7-star hotel in the world, located in Dubai:
Burj Al Arab. Its first customer service rule is
next:
Smile at every eye contact with the customer.
This standard is fundamental for differentiating ourselves from others.
hotels, understanding that the service culture in our Country is
scarce or misunderstood. After greeting, smiling, welcoming with
A learned speech and making the customer/guest feel at home
we must ask the customer if they have a reservation, in case of being
positive check in the system; if it is negative, it must review the
availability and offering the customer the availability. A script of
attention could be the following:
Good morning (afternoon or evening), welcome to the Hotel
Santa Ana, I am...(name and surname) how can I help you?
serve?
The customer will inform whether they have a reservation or not. If they do not inform it.

We should ask it: "Do you have a reservation?"

If the answer is yes: 'Very well, thank you for choosing us,
"Let me check the system for a moment."
 If the answer is no: "Welcome then, allow me"
check the availability of room" (inform the types of
rooms according to the type of client.
Then: Give the client the registration form, which must be
filled with the information indicated in that form, request the ID card of
identity to confirm the authenticity of the data. - Request form to
Payment, you must always charge for the first night, if you are going to open a voucher you must

request authorization and block amount or request cash deposit

at least 300 BsF. - Place the identification bracelet on
guest before entering the room.
Inform the client about the services available at the hotel. Furthermore
about what is included in the rate you are paying. - Ask the guest if
He/she is going to use the wi-fi service and assign a username and password (explain to him/her)

how it works and how to access the internet). GIVE BACK THE
WELCOME TO THE HOTEL AND OFFERING TO HELP WITH ANY QUESTIONS OR
SETBACK INDICATING THE NUMBER THAT SHOULD BE MARKED
FOR RECEPTION FROM YOUR ROOM.
BELL BOY: Hand the key to the bell boy on duty and he will in turn
must accompany the client to the assigned room by the
receptionist. The bellboy should welcome the guest(s) and
apply the smile rule. - Inform the customer that if they are going to leave the
Hotel facilities always require you to leave the key at the reception.
Inform about the pool schedule, tour the room with it
guest explaining the details of the light sensor, TV, phone (numbers
Reception, restaurant and other important ones, minibar and any
another detail that I consider important and that makes the guest feel very
well taken care of.

-PHONE ATTENTION: The voice must be courteous and kind, not

shouted or stressed. Answer the phone in the politest way possible
possible. An example script could be: 'Good morning, good'
afternoon, good evening" (as the case may be)………. "thank you for
calling Hotel Santa Ana, this is (your name), how can I help you?
to serve?”…………………..In telephone attention there are some rules
of gold which I describe below:
Know the telephone device that is being used. (Read manuals).
Attend to and give your full attention to the caller.
 Do not get distracted or multitask while attending to a
customer over the phone.
Provide all requested information and if there is something that
does not handle or should be attended to by another person, keep it on HOLD and
transfer the call. If the person is not available, take note of the first name, last name,
telephone, where they are calling from (personal or company) and assure them that to the
A call will be returned shortly regarding the pending matters.

Speak at the pace of the caller. (If the person speaks quickly,
speak to him almost at his pace, if he speaks slowly, so be it.

Do not provide more information than requested. Customers do not...

It matters if the manager is not here because she went to solve a problem.
familiar or if you cannot be given information because you do not know anything about
the administrator since she hasn't seen her in days, much less deny them
the solution to some problem.
Never call someone shouting their name, use HOLD on the
phone for the customer's music hold and look for the person who
You should attend to, inform him that he has a call and transfer it.

All these rules apply both to guests and to

hotel staff when they call each other. They are clients.
internals.
Call taxis for customers when they request it.
Communication between shifts is vital for excellence.
customer service, so no details are missed and they are not made to repeat
client information or requests already made. For this, it should be noted
In the new book, all the details that he considers important
they happened during their shift or that they deem necessary for the shift to know
next.

CHECK-OUT
The client must hand over the key to the receptionist, if not...
ask for it kindly.
Verify the customer's account.
Verify the registration form and ensure that all the consumptions
(laundry, restaurant, and others) are properly loaded in the
customer account.
 In case the client has an outstanding balance, inform them and
to provide you with an inquiry about your account.

Report the status of the room to the maid and manager.

minibar and wait for the information before making any charge (use the
radio).
Before issuing the invoice, you must ensure that the data of
guests should be correct if the invoice is personal. In case of being
The legal department must request all necessary information from the company.
(Name, RIF, Exact fiscal address).
If the invoice is on credit, it must be duly signed by the
guest and accompanied by the respective letter issued by the company, thus
as for the restaurant consumption notes in case you have them.

FOR RESERVATIONS
Ask about the type and number of rooms as well as the date.
exact reservation and length of stay.
Check availability in the system, taking into account the
outputs for the booking request date.
Request exact data from the person making the reservation: name, surname, ID number
identity.
Request a payment guarantee that covers at least one night of
stay at the hotel.
Inform the payment methods that can be bank deposits or
with credit cards. (Have this information on hand and do not leave
waiting for the customer to pick her up.

Register the reservation in the system, prepare the deposit receipt

and print them (reservations without guarantee should not be printed).
If the reservation is from a company that has an agreement with the
The hotel must send the commitment letter where it clearly specifies
the expenses it covers, this must be duly signed by the
person who receives.

Important Note: In case of any inconvenience arising...

the shift receptionist should try to resolve it in the best way possible
as diligent as possible, if unable, you must communicate with your
immediate supervisor.