Office Assistant Front

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MODULE *

FRONT OFFICE

FUNCTIONS OF FRONT OFFICE

Sell guest rooms, register guests, and assign guest rooms

Coordinate guest service

Provide information about the hotel, the surrounding environment, and any

attraction or event of interest to guests.

Maintain accurate room status information and room key inventories.

Maintain guest accounts and monitor credit limits.

Produce guest account statements and complete proper financial settlement.

OUTLETS OF FRONT OFFICE DEPARTMENT

RECEPTION

RESERVATION

CONCIERGE

BELLDESK

INFORMATION (OPTIONAL)

TELEPHONE / COMMUNICATION

GUEST RELATIONS

CASH

BUSINESS CENTRE

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JOB DESCRIPTION OF F.O. STAFF

JOB DESCRIPTION

POSITION TITLE

FRONT OFFICE MANAGER

RESPOSIBLE TO

RESIDENT MANAGER / GENERAL MANAGER

PURPOSE & SCOPE OF JOB

To direct and coordinate the activities of the front office operation (Front Desk, Reservations, Bell Desk E.P.B.X information) to provide efficient and courteous service to each guest and maximize occupancy and guest room revenue.

RESPONSIBILITIES

1. To ensure that all service standards as specific by the management are implemented.

To ensure all staff under his control, is properly deployed and utilized.

To ensure that all budget/targeted sales and occupancies area achieved and the expenditure is controlled to maximize profitability. 2. To ensure that all forms registers that are required to be maintained are

maintained and complete in all respects.

3. To ensure that all laws of the land applicable to the lodging industry are

strictly adhered to.

4. To maintain and increase guest relation.

5. To maintain control over special rates offered to various corporate houses / individuals.

6. To prepare annual budget and forecast occupancy and room revenue.

7. To make sales efforts at unit level.

8. To prepare and send all reports pertaining to MIS (Monthly Information Statement) and data required by Marketing Department.

9. To control advance reservations and room position and ensure maximum selling.

10. To ensure correct billing and co-ordination with accounts dept. 11. To exercise credit control and implement credit policy. 12. To co-ordinate with marketing department credit policy. SKYWARD

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13. To co-ordinate with other departments for ensuring maximum room

sales and to achieve ultimate guest satisfaction.

14. To exercise control over expenditure like overtime, newspaper, stationary etc.

DUTIES

1. To take co-ordination meeting of the staff once in a fortnight. 2. To meet all VIPs and group leaders at least once during their stay. 3. To check guest rooms.

4. To check and ensure that all standard procedures at Front Office are followed.

5. To ensure upkeep of the front office area.

6. To ensure proper discipline with regard to conduct, work performance and to take necessary action.

7. To train staff and to ensure that standard manual guidelines are followed.

AUTHORITY

1. In the Hotels business interest to exercise the discounting policy delegated to the unit (Hotel).

2. To cancel / amend guest bills with full justification as per policy and standard procedure.

3. To entertain commercially potential guests.

4. To sanction / recommend all types of leaves for staff / executives of the department.

5. To recommend disciplinary action against defaulting employees under his

control.

6. To recommend incentives to deserving employees. 7. To authorize deployed of staff after duty hours. 8. To recommend purchase and condemnation of articles, and indent material required for the department.

9. The handle guest complaints efficiently.

10. Front Office Manager is authorized to take action on behalf of HOD’s RM/GM of the unit. In addition to the above duties and responsibilities to carry out any other job as and when assigned by the superiors.

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POSITION TITLE

ASSISTANT MANAGER (FO) / LOBBY MANAGER / RESERVATION MANAGER RESPONSIBLE TO

FRONT OFFICE MANAGER

PURPOSE & SCOPE OF JOB

TO PERFORM MANAGERIAL DUTIES FOR ACHIEVING THE DEPARTMENTAL OBJECTIVES.

RESPONSIBILITIES

a) To help and assist the Front Office Manager in constantly Organizing, developing and running the department.

b) To ensure that all service standards as specified by the management are implemented.

c) To ensure optimum sale of lettable rooms.

d) To deploy stay on assigned duties.

e) To ensure warm, courteous and friendly services to the guest. f) To ensure effective execution of all reservation functions to achieve optimum revenue for the hotel.

DUTIES

LOBBY:

a) To pre-block rooms for the groups and VIPs arriving during the day. b) To co-ordinate with Housekeeping and F&B for complimentaries to be provided in rooms.

c) To ensure and escort VIPs / CIPs to the room. Also, to recognize dignitaries / celebrities visiting the hotel and to courteously deal with them.

d) To ensure availability of information Hotel/City/Airlines/Railways Schedules/Entertainment etc. for the guests.

e) To co-ordinate with Airport Counter/Marketing Division and Reservation department to ensure maximum selling of lettable rooms. f) To ensure that all forms and registers to be filled by Front Office Assistants are maintained in specified manner.

g) To ensure maintenance and cleanliness of the entire Lobby and Front Office areas.

h) To ensure continued training and assessment of staff. i) To handle all untoward incidents / situations regarding guests and staff. j) To ensure service standards.

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l) To maintain Log Book.

RESERVATIONS

a) To keep track of all room reservations, group, FITs, Crew and others. b) To maintain desired levels of GIT and FIT reservations to achieve maximum room sale and average room recovery.

c) To study each day’s bookings and overbook to achieve maximum selling.

d) To maintain close liaison with travel agents’ airlines and business houses.

e) To maintain liaison with Central Reservation to ensure availability to more rooms for higher paying clients.

f) To prepare all statistical reports.

g) To reply all incoming mail, telexes, fax etc.

h) To ensure communication of status reports to regional ARS, Airport counters etc.

i) To assist FOM in forecasting.

j) To communication daily occupancy reports, Movement List, Group arrival reports. In addition to the above duties and responsibilities, to carry out any other job as and when assigned by the superiors. POSITION TITLE RESPONSIBLE TO PURPOSE & SCOPE OF JOB FRONT OFFICE ASSISTANT GR.-I (RESERVATION) ASSISTANT MANAGER/FRONT OFFICE MANAGER. TO ENSURE SMOOTH OPERATION OF RESERVATION DEPARTMENT.

DUTIES & RESPONSIBILITIES

a) To handle all room reservations.

b) To maintain up to date density chart and status for any given date. c) To maintain records of segment wise reservations and materializations.

d) To maintain list of VIPs and regular guests.

e) To maintain record of groups and conference bookings. f) To maintain statistical data.

g) On receipt of Central Reservation charts, to check latest status of each group bookings.

h) To check and prepare the rack/list of next day's arrivals. i) To record any special rates or discount on each booking. j) To maintain Discount register and Credit list.

k) To maintain cordial relations with people making reservation like SKYWARD

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airlines staff, travel agents, business houses.

l) To assist Assistant Manager / Front Office Manager in forecasting. m) Any other jobs as assigned from time to time.

POSITION TITLE

FRONT OFFICE ASSISTANT GR.-I (RECEPTOIN SHIFT INCHARGE) RESPONSIBLE TO

ASSIST MANAGER (FO) / F.O. MANAGER.

PURPOSE & SCOPE OF JOB

To ensure over all smooth Reception operations during his shift as per laid down standards

RESPONSIBILITIES

1. To ensure that room position is checked, verified with Housekeeping and

rooms are available for all guests.

2. Effective utilization and deployment of staff under his control. 3. To conduct daily briefing of the staff.

4. To ensure maintenance and up keep of his work area. 5. To ensure maintenance of all records and registers such as a) Arrival Register

b) Departure Register

c) C Form

d) Information Panels

e) Guest Mail

f) Key control

g) Log Book

h) Wakeup call Register

i) Doctor’s Call Register

j) Occupancy Statistical Register

k) KOT for Fruits and Flowers (KOT-kitchen order ticket). l) To ensure operational control measures.

m) To ensure staff discipline.

DUTIES

a) After taking charge as per standard procedure, check the room position.

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b) Allot room for VIPs and for the guests wherever special request has been

made, or the liking of the guest is known.

c) Ensure that KOT for fruits & flowers has been sent to Room Service & Housekeeping.

d) In case the room is not available for confirmed guests make necessary arrangements as per procedure.

e) In case of over-staying guests inform the Asst. Manager (Front Office) for

necessary action.

f) Check keys of vacant rooms.

g) Ensure cordial relations with guests.

h) Handle all guest complaints tactfully and ensure that they have been rectified.

i) To ensure that assigned work is completed as per laid down standards.

j) To ensure that staff working under him adhere to meal timings and they are in position at allocated paces.

k) To ensure standard stock of stationery and proforma’s is maintained and indented.

l) To ensure that all latest general information is maintained. m) To work out occupancy statement.

n) To send arrival and departure notification as per standard laid-down. OCCASIONAL DUTIES

1. To handle guests’ requirements/complaints during the absence of AM

(FD).

2. To confirm/amend and cancel bookings of next day per standard procedure when reservation department is closed. Future Reservation requests are to be received and passed on to reservation Dept. for suitable action.

3. To relieve other Receptionist and Bell- Captain as & when required. 4. Any other job assigned from time to time.

RECOMMENDING POWERS

1. To recommend guests to be included in VIPs.

2. To recommend deployment of staff after normal duty hours. 3. To recommend disciplinary action in staff matters pertaining to his shift. SKYWARD

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JOB DESCRIPTION FOR JUNIOR RECEPTIONIST

POSITION TITLE

FRONT OFFICE ASSISTANT

RESPONSIBLE TO

SR RECEPTIONIST

RESPONSIBILITIES

a) Check log book, wake-up call register and information panels. b) To keep all stationeries as per standard laid down. c) Sorting out guest mail.

d) Cleanliness of the work area.

e) To check pigeon holes for messages/location forms and to act accordingly.

f) To keep and give keys.

g) To report any untoward incident to Sr. Receptionist. h) To maintain arrival and departure registers.

i) Typing out all whitney slips. (wherever maintained) or updating computer

records.

j) To give required information to the guest.

OCCASIONAL DUTIES

1. To look after the work of Sr. Receptionist in his absence. 2. To see that the luggage is delivered to the guest room. 3. To see that the parcels and packets belonging to the guests are delivered.

KEY AND KEY CONTROL

Different keys are issued to different members of the staff according to their job and responsibilities. These are very important for the security, of the guest belongings and hotel property, and keys are issued out at the beginning of a shift, signed for and returned at the end of the shift. The key issue register is maintained for this purpose.

All doors of the guest-room in a hotel lock automatically when closed from outside. This means that the door is double locked. Many hotels have chains inside the room, for extra security. Various types of keys are:- SKYWARD

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ROOM KEYS:

There are different keys for each room issued to a guest and it is important that this key is taken back from the guest when checking out. Normally guest keys have a heavy tag to discouraging the guest from removing them from the hotel. SUB-MASTER KEY:

These are issued to room attendant / chambermaids and normally open doors of a section of room. This key does not open double locked doors and hotel’s usually insist that room attendants / chambermaids wear a key belt around the waist so that they are not accidentally misplaced. FLOOR MASTER KEYS:

These are used by floor-supervisors and open the doors for one flow. They do not open double locked doors.

GENERAL MASTER KEY:

This opens the doors of any floor but does not open double locked doors and is carried by Assistant Housekeeper.

GRANGD MASTER KEYS:

It is carried by the Executive Housekeeper and in her absence by the security manager or duty manager. It opens all double locked doors and can even open double locked doors from outside.

CARD SYSTEM

Electronic card system replaces keys and offers more security as each guest is issued a card with a different program. The card system cuts out the danger of the room being locked in the case of the key getting misplaced. This type of room-locking mechanism uses regular door locks and special plastic cards that act as keys to unlock the doors. The plastic card looks like credit card with holes punched in them, some have a magnetic strip. The system uses a computer, which codes the card to lock and unlock doors. If a card is lost or stolen, the procedure for re-keying is quick and inexpensive. A log can be used to monitor the distribution of master keys. This log should include the date, time, and the name of the person who signed for a particular key. Every time the employee receives or returns a master key, he or she SKYWARD

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should be required to initial or sign the log. The person issuing the keys should also initial or sign the log for each master key transaction. Employees issued keys should keep the keys on their persons all the times. Key belts, wristbands, or chains are recommended devices for keeping track of master keys. Room attendants are also responsible for retrieving the guest- room key if the guest leaves the key in the room. The key should always be returned back into the custody of the Front Office. SKYWARD

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TELEPHONE ETIQUETTE

SERVICE STANDARDS INCOMING-CALLS

1. All telephone calls will be attended before the 3rd ring. 2. Identify the name of the hotel and wish the time of the day. 3. In case of no further immediate response from the calling party, say “May I help you”.

4. In case the operator is busy in attending other calls, always say “Kindly hold on” and promptly attend to them thereafter by saying “Sorry to keep on hold” may I help you.

5. The operator will carefully listen to the guest requirements and act instantly.

6. While connecting the call to the room or to the officers given two short rings and wait for 5 seconds for the response. In case there is no response repeat the procedure.

In case of VIPs, ask the calling party the name and inform the VIP guest about the same before connecting the call. Should the party accept the call only then connect the call.

In case there is no response from the guest / officer’s room inquire from the reception the whereabouts of the quest and connect the call accordingly. In case the guest / officer is out of the hotel, ask the calling party if he would like to leave a message. If so, connect him to information desk at Front Office.

OUTGOING CALLS

1. While attending an internal call, wish the time of the day and say, “May I help you”.

2. In case the calling party wants a local number, note it carefully and confirm it with the calling party.

3. Connect the number immediately, follow the call and inform the guest that the desired number is on the line.

4. In case there is no response after trying or the number is busy inform the guest politely and assure him that you will try the number again at the earliest and when the number is available, put the call trough. 5. In case the request number is busy, the operator will say “Your number is busy kindly hold the line Sir / Madam” and respond to it at the earliest within two minutes. In case it is not possible to call within two minutes then say “I will call you back Sir/Madam”.

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LONG DISTANCE CALLS

1. While booking a long-distance call, note down the required information, as per call booking proforma, carefully and confirm it with the guest. 2. Book the call with P&T at the earliest within 5 minutes. 3. Before putting a long distance call through, bring the calling party on the line and after confirming the number and other required details put the call through.

4. In case the number / pp is not available, inform the guest politely and ask him how his call should be followed up next and act accordingly. 5. Long distance call will always be followed up with P&T Department time and again. It will be ensured that the call matures within the prescribed norms of the P&T Department.

6. When the long-distance call is through, note down the duration of the call and immediately prepare a bill and send it to the Front Office immediately not later than 15 minutes.

7. In case there is a trunk call for an extension which is busy with a local call the operator will say” Sorry for the interruption Sir /Madam, there is a trunk call for you”

Status Board:

This is to give information regarding closed dates and open dates. Normally closed dates are referred to as the dates. For group booking enquiry, one has to refer to the exact position of the day.

Filing System:

The effectiveness of any filling system is judged by purging papers from the files. It is very easy to file papers, but it should be equally easy to take out the paper from the files when required. Filing system will depend on the load factor and space available.

Movement List:

This is the list which details the guest’s movement in the house for the day. It does not matter whether you operate on Diary system or any other system, movement list is prepared in every reservation office every day. This is prepared a day in advance in the evening hours in large hotels, and in smaller hotels it is prepared in the early morning hours of the day SKYWARD

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RESERVATIONS

Functions of reservations: -

Conducting reservation enquiries

Determining room and rate availability

Creating reservation records

Confirming reservation records

Maintaining reservation records

Producing reservation records

Types of reservation: -

1. Guaranteed Reservations: This type of reservation ensures that the hotel will hold a room for the guest for one night following his schedule date of arrival and the guest, in turn, guarantees to pay for the room, even when he fails to turn up, unless the reservation is cancelled according to the hotel’s cancellation procedure.

Methods of guaranteeing a reservation:

Prepayment

Credit Card

Advance Deposit

Travel Agent Vouchers

Miscellaneous Charge Order

Bill to company letters

2. Non-guaranteed Reservation: - In this type of reservation, the hotel agrees to hold a room for the guest until a stated reservation cancellation hour (usually 6 P.M) on the day of arrival. Here, there is no guarantee of payment for no-shows. If the guest does not arrive by the stipulated hour, the hotel is free to sell the room. Modes of reservation:

1. By telephone

2. By telex

3. By facsimile

4. By any kind of electronic media

5. In person

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Sources of reservation:

a) Central Reservation Network – a) Affiliated and b) Non-affiliated b) Inter- sell Agencies

c) Travel Agencies

d) Companies

e) Institutions

f) Government Organizations

g) Non-government Organizations

h) Airlines

i) Global Distribution System

j) Direct

TYPES OF GUESTS IN A HOTEL

1. FIT - FREE INDIVIDUAL TRAVELLER

2. FFIT - FREE FORIEGN INDIVIDUAL TRAVELLER

3. GIT - GROUP INCLUSIVE TOUR / TRAVEL

4. CIP - COMMERCIALLY IMPORTANT PERSON

5. CVGR - COMPANY VOLUME GUARANTEED RATE

TYPES OF MEAL PLANS AVAILABLE TO GUESTS

AP – AMERICAN PLAN – ROOM TARIFF + EMT + 2 MAJOR MEALS + 2 MIOR MEALS

MAP - MODERATE MODIFIED AMERICAN PLAN – ROOM TARIFF + EMT +1 MAJOR MEAL + 1 MINOR MEAL

BP – BERMUDA PLAN – ROOM TARIFF + EMT + AMERICAN BREAKFAST CP – CONTINENTAL PLAN - ROOM TARIFF + EMT + CONTINENTAL BREAKFAST

EP – EUROPEAN PLAN - ROOM TARIFF + EMT

AMERICAN BREAKFAST /

CHOICE OF JUICES

CHOICE OF EGGS

CHOICE OF BREAKFAST ROLLS WITH PRESERVES AND SPREADS

TEA / COFFEE / HOT CHOCOLATE

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CONTINENTAL BREAKFAST

CHOICE OF JUICES

CHOICE OF BREAKFAST ROLLS WITH PRESERVES

TEA / COFFEE

TYPES OF ROOM RATES

Hotels have developed various room rate categories to attract different markets. These rates will depend on seasons, number of potential sales in a market, and other factors. Commonly used room rate categories are rack rate, corporate rate, commercial rate, military / educational rate, group rate, family rate, American plan, half day rate, and complimentary rate or company. a. Rack rate: It is the highest room rate charged by the hotel and is given to a guest who does not fall into any particular category, such

as walk-in who requests a room for the night.

b. Corporate rate: This is the room rate offered to the business people

staying in the hotel. This category can be broken down into business people who are frequent guests and guests who are employees of a corporation that has contracted for a rate that reflects all business from that corporation.

c. Commercial rate: These are room rates for business people who represent a company and have infrequent or sporadic patterns of travel. Collectively this group can be a major segment of hotel guests and thus warrant a special program.

d. Military and Educational rate: These are room rates established for military personnel and educators, because they travel on restricted travel expense accounts and are price conscious. e. Group rates: These are room rates offered to large groups of people visiting the hotel for a common reason. The marketing and sales department usually negotiates this rate with a travel agent or a professional organization.

f. Family rates: Room rates offered to encourage visits by families with children, are offered during seasonal or promotional times. g. Package rates: Room rates that include goods and services in addition to rental of a room, are developed by marketing and sales department to lure guests into a hotel during low sales periods. SKYWARD

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For example, a bridal suite package any include complimentary champagne, cheese and cracker basket, flowers and / or a complimentary breakfast.

h. Day rate: A frequently used rate classification is the half day rate, a room rate based on length of guest stay in a room, which is applied to guests who use a room for only three or four hours of a day to rest after sightseeing or shopping or between air flights. i. Complimentary rate: A rate for which there is no charge to the guest. The management of the hotel reserves the right to grant complimentary rooms for various reasons. Guests who are part of the hotel’s management hierarchy or personnel group may receive a complimentary room as a fringe benefit.

RESERVATION PROCEDURE

STEP 1

The reservation request, which is received through any of the modes of

reservation is noted down on a RR form or RR envelope after checking the wall charts or CRS chart for the availability status of rooms. The following details must be taken: -

a) Name of the guest and accompanying persons.

b) Designation, company name and address.

c) Date of Arrival.

d) Date of departure.

e) Mode of arrival and time.

f) Room type and meal plans and packages if any.

g) Mode of payment.

h) Method of guarantee.

i) Special instructions like A/P pick-up, preference of rooms, etc. j) Name and contact no. of the caller.

STEP 2

The reservation request is then transferred to the Hotel Diary or The Reservations Diary either manually or in the computer where the information is stored as per the arrival date of the guest. SKYWARD

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STEP 3

The reservation is automatically updated in the room wall charts i.e. the

Density Chart or Advance Letting Chart and the room Status Boards. STEP 4

A conformation voucher is issued against the reservation request and the reservation documents along with all correspondence is filled alphabetically and date-wise and retrieved only the evening prior to the date of arrival.

CANCELLATION / AMMENDMENT PROCEDURES

STEP 1

On receiving a request for cancellation / amendment, following details must be recorded: -

a) Name of the guest with company name and designation. b) Date of Arrival

c) New date of arrival in case of amendments.

d) Name and contact no. of the caller.

e) Generate and record a cancellation no.

STEP 2

The changes are recorded in the Hotel Diary.

STEP 3

The changes are recorded in the Wall Chart and Room Status Board. STEP 4

The case of cancellations, a report is generated called the Cancellation Report, which summarizes all cancellations on a particular day. The purpose of this report is to investigate the reason for cancellations and study the trends.

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RESERVATION TERMS

RESERVATION HORIZON: - Date in the future till which reservations can be taken.

RESERVATION LEAD TIME: - Time period between the request for reservation and the actual date of arrival.

SHOULDER PERIOD: - Season between lean and heavy occupancy periods. BOOKING AND BLOCKINGS: - Booking is taking tentative reservations without any kind of guarantee and blocking is taking guaranteed reservations.

WASH DOWN FACTOR: - Based on past records of group reservations by travel agents who have taken lesser number of rooms than originally booked, the hotel reservations agents themselves reduce the number during booking to avoid unnecessarily blocking up of rooms.

CUT OFF DATE: - The date given to a guest to convert his reservation from a confirmed reservation to a guaranteed reservation by any modes of payment, failing which the room will be released to the general rooms bank. OVERBOOKING: - This term refers to taking of more bookings than there are number of rooms in the hotel, in order to safeguard against no-shows, cancellations and under-stays.

STAYOVER: - This is a guest status wherein the guest has extended his stay beyond his original reservation schedule.

UNDERSTAY: - This is a guest status wherein the guest has checked out before his original reservation schedule.

WALK-IN: - This is a guest status wherein the guest has checked into the hotel without any prior reservation.

NO-SHOW: - This is a guest status wherein the guest has not checked into the hotel in spite of having a confirmed reservation.

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HANDLING F.I.T. ARRIVAL AT RECEPTION

ON ARRIVAL

a) Welcome Guest.

b) Ascertain Room Requirement, cross check with the Movement list. c) Hand over the Guest Registration Card (GRC) along with an open pen to the guest. Assist the guest in filling up the GRC. d) While the guest is filling up the GRC, you select a room from the list of ready rooms, keeping in mind:

Guest’s choice, if any.

Room is free for the entire duration of guest’s stay i.e. it is not blocked for any other guest during the period or it not likely to be put under maintenance.

You are filling the hotel in pattern.

Key is available at the Reception along with the proper key tag.

And prepare the welcome card.

e) Ensure that you have all the details on the GRC filled in properly. Pay special attention to the following:

Spellings of the Guest’s name.

Complete postal address of the guest.

Expected date and time of departure.

Complete passport details of the foreigners.

Details of “Certificate of Registration” from foreigners who have stayed in India for more than 90 days, and Nationals of Pakistan and China.

Guest’s signature.

How the guest will settle the bill.

f) In case the guest will settle his bill directly, and it is the case of scanty Baggage (SB), then: Request the guest to make “On account” payment or take the impression of credit card on the charge slip and guest’s signature, as the case may be.

g) Hand over the resident card to the guest and request him to sign it. Also hand over any letter or message etc. of the guest, already received. h) Announce the Room No, Tariff, and brief location of the room to the guest.

i) Introduce guest to the bell boy, having over key to the bell boy, and wish your guest a pleasant stay.

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POST ARRIVAL

a) Sign the GRC

b) Make notification slip and update the Room Rack and Information Rack. c) Make entry in the alphabetic register.

d) Dispatch notification slip to the

a) Telephone Exchange

b) Room Service

c) House Keeping

e) Get the telephone connection released.

f) Tick the guest’s name in the movement list and write down room no. allotted against guest’s name.

g) Make entry in the arrival register.

h) Open bill folio and note down billing instructions in full on to it. i) Update Room position.

j) Make C- Form in case of Foreigners or Non-Resident Indian with foreign citizenship.

HANDLING CHANCE ARRIVAL AT RECEPTION

ON ARRIVAL

a) Welcome guest.

b) Ascertain room requirement and check for the availability from your room position.

c) If not available, suggest alternate accommodation / offer assistance to arrange accommodation in another hotel of the same standard. d) If available, give a choice of rooms to the guest with brief description of room. After guest has made his choice, hand over GRC to the guest. Assist guest in the filling up of the GRC.

e) While guest is filling the GRC, select a room from the list of ready rooms keeping in mind the guest’s choice and ensuring that the room key is available at reception.

f) Prepare the resident card meant of the chance arrivals (Normally different colored card to identify chance).

g) Ensure that all the details on the GRC are filled in properly. h) Ask guest how he will settle the bill.

i) In case of SB, request the guest to make “On account” payment or take the impression of

Contact this candidate