Presentation Transcript

1. D1.HFO.CL2.03

   PROVIDE ACCOMMODATION RECEPTION SERVICES

2. Element 1: Prepare reception area for guest arrival
3. 1.1 Prepare reception area for service Reception is: Central location First point of contact Usually operates 24/7 Preparation and organization is the key
4. 1.1 Prepare reception area for service Handover: All reception shifts overlap by brief period (15 minutes to ½ hour) – this briefing allows: Time to discuss any relevant details for the next shift – time to review and resolve problems New staff prepare their area and check personal appearance For smooth transition from one shift to another Handover can be verbal, written or in form of reports
5. 1.2 Check reception equipment Is everything working as intended? Are you familiar with how all the equipment works? Do you know how to fix “minor” faults and problems ? Do you have back up supplies? Paper/paper rolls Forms Vouchers Printer ribbons Pens, paper and relevant stationery
6. 1.2 Check reception equipment Class activity: Discuss the type of equipment found on a front desk List the purpose of this equipment Find brand names for this equipment
7. 1.3 Review expected daily guest movement Reasons for the review – to: Review and ensure bookings are correct Ensure right room is allocated to guest Facilitate coordination of work with other departments Make sure VIP guests are properly taken care of Confirm airport transfer and pick-up arrangements Inform Housekeeping to make up rooms if there are any early departures Advise housekeeping or minibar staff to check the minibar in certain rooms
8. 1.3 Review expected daily guest movement Arrivals: Arrivals list Alphabetical listing of expected arrivals Time of arrival Type of room Rate quoted Special requests Payment details
9. 1.3 Review expected daily guest movement Group arrivals: Lots of people and lots of luggage Room allocation Check on arrival time Prepare room keys Meal vouchers and restaurant requirements Mail Prepare group rooming lists or registration cards Welcome brochure and group itinerary
10. 1.3 Review expected daily guest movement Stay over rooms: Guests who stay longer than their departure date Some guests request extensions Need to contact the guest Extend the stay if possible May have to find another hotel or room type May have to do room inspections Could only be a “late check-out” Affects occupancy levels – may lead to being overbooked
11. 1.3 Review expected daily guest movement Role Play: Working in groups of 3 1 Guest, 1 staff member, 1 observer Scenario: Hotel is fully booked and Mr. or Ms. Armstrong come to the desk and want an extension. Reception staff – need to discuss that there are no rooms and we will have to make a booking somewhere else. Think about the questions you will need to ask
12. 1.3 Review expected daily guest movement Early Departures: When a guest leaves before their due date Departure changes are usually captured at check-in time Housekeeping notice a “checked out” room PMS system will pick this up quickly Reduces our occupancy figure
13. 1.3 Review expected daily guest movement Groups and individual guest movement: Changes in the group allocation Advance notice given by tour company Group may be charged for the room/guest Additions to the group Effects occupancy level
14. 1.4 Allocation of room in accordance with special requests Guests request certain rooms and expect them: Reception need to ensure these requests are allocated: Simple requests such as Non Smoking rooms Specific views, ocean, pool, golf course Suites, family rooms, penthouse Specific requests, low floor, near the lifts, away from the lifts Business women’s floor Cont’
15. 1.4 Allocation of room in accordance with special requests Challenging requests: Hotel hampers or gifts, fruit, flowers, chocolates Full bar set up Open connection room doors Change Duvet [Doona] to blankets Remove all alcohol from the room – for religious reasons Insert a board under the mattress for guest with bad back
16. 1.4 Allocation of room in accordance with special requests Activity: Prepare a list of all the special requests you can think of Decide which department needs to be involved in achieving this request Discuss with the class
17. 1.4 Allocation of room in accordance with special requests Room allocation Rooms are allocated: As soon as the reservation is made for limited types Suites, the Penthouse suite, Family rooms Room number is blocked onto the reservation Morning of arrival Individual rooms Groups and tour guests Usually done by the reception supervisor Rooms numbers are manually recorded on the registration card or assigned in the computer
18. 1.4 Allocation of room in accordance with special requests Group room allocation: Discounted rate – don’t receive the best rooms in the hotel Rooms should be close together and on the same floor if possible Tour Leader – different floor – unless the groups have language difficulties Check all the rooms are ready when the groups arrives It is difficult to move group and tour guests
19. 1.4 Allocation of room in accordance with special requests Room Rates: Room rates reflect the type of room the guest has requested Standard, deluxe, king-size, poolside, ocean view Discounted rates usually reflect the type of business Corporate rate Convention rate Air crew rate Government rate Industry rate etc.
20. 1.4 Allocation of room in accordance with special requests Activity: The William Angliss Tour group are coming to your hotel. The tour leader is Linda Wilson who requires a queen-size room. The tour checks in on the 15th next month for 2 nights Please prepare a Group Rooming list – for all these guests, include the arrival and departure dates, and allocate rooms to all the guest. Record any special request information and who it would go to Cont’
21. 1.4 Allocation of room in accordance with special requests Activity: The guests are: Mr. & Mrs. Dowell, Mr. & Mrs. Grannon, Mr. & Mrs. McGhee, Mr. & Mrs. Collins all wanting queen-size rooms The following guests are sharing twin rooms: Ms. Gjeci with Ms. Dietritch, Ms. Parks with Ms Schuler, Mr. Baker with Mr. Frost, and Mr. Kerr with Mr. Craven There is one triple room; Ms. Hudson with Ms. Van Dorske and Ms. Shady
22. 1.5 Follow-up on uncertain arrivals and reservations Mainly during full house occupancy: Non-guaranteed reservations Deposits Not yet received Only partially paid Reservations past the specified arrival time Contact the guest to see if they are still coming Wait list guests Potential room sales to other guests if you contact them in time
23. 1.6 Compile arrivals lists Arrivals List provides information such as : Alphabetical listing of guests arriving on that date Departure date ETA – estimated time of arrival Number of guests Room type and rate quoted Status of reservation - guaranteed or non-guaranteed Special requests VIP status (if any) Complimentary guests are also included
24. 1.7:Distribute arrivals list as required Housekeeping: Staffing levels Planning daily tasks Determine the level of service Order of servicing rooms Guest count Special requests
25. 1.7:Distribute arrivals list as required Concierge: Staffing levels Group arrivals Organizing luggage storage
26. 1.7:Distribute arrivals list as required Porters: Planning daily tasks Arrival time Sorting luggage
27. 1.7:Distribute arrivals list as required Security: VIPs – David Beckham arriving Requires additional security Escort a VIP to their room Food and Beverage: Special requests Restaurant use Groups and tour arrangements Cont’
28. 1.7:Distribute arrivals list as required Management: Notification of VIPs Recognize famous names and make a VIP Laundry: Staffing Planning Kitchen: Food orders and staffing
29. 1.8 Monitor guests arrival and take appropriate action Inform colleagues Prepare for major guest movement Special requests Follow up with VIPs Meetings
30. Element 2: Perform check-in functions
31. 2.1 Welcome guests on arrival Professional welcome: Professional Welcoming Sincere Friendly Polite Body language
32. 2.1 Welcome guests on arrival Activity: Discuss types of greeting phrases – both formal and suitable informal greetings Discuss the local greeting phrases for each country Discuss Body Language
33. 2.2 Determine if the guest has a reservation and confirm and explain reservation details Guests with Reservations: Confirm reservation details Name Length of stay Method of payment Special requests Rate Vouchers
34. 2.3 Determine if guest is a walk-in and identify if room is available Guest without a reservation: Determine the guests needs Check availability Ask method of payment Mention the policy and procedures about payment methods
35. 2.4 Decline a guest if appropriate Check the “black list” Review hotel policies Recommend another venue Full occupancy – no rooms
36. 2.4 Decline a guest if appropriate Activity: Working in pairs role play the following: One student is the guest and one the staff member Guests requests a room for the night – no reservation Staff member – ask questions to determine the request Student (decide what you want) and inform the staff member. Staff member :Your hotel is fully booked and you need to tell the guest you are unable to accommodate them. How do you say this ? What questions do you need to ask?
37. 2.5 Complete guest registration process Process a check- in: Proof of identity Complete the registration card Obtain the signature
38. 2.6 Issue keys and vouchers as required Key cards and keys: Energy saving Security Vouchers: As a form of payment from travel agents Exchanged for services such as a “complimentary drink”
39. 2.6 Issue keys and vouchers as required Activity: Write down the dialogue you would use to check-in a guest with a reservation Use words for both the guest and the staff member Start from when the guest walks up to the front desk Offer them a voucher for a complimentary drink
40. 2.7 Follow internal accounting protocols Credit cards and credit limits EFTPOS Cash Travel cards/traveller’scheques Personal cheques Direct billing/charging Deposits Receipts
41. Applying discounts to guests Room Rates: Rack rate Corporate rate Conference/convention rate Industry rate Negotiated rate Groups and tours rate Package rate
42. 2.8 Explain room and house facilities and services to guests Safe deposit boxes/in room safe Room facilities Hotel facilities Local attractions
43. 2.8 Explain room and house facilities and services to guests Selling techniques: Suggestive selling Describing Explaining Up-selling Cross-selling
44. 2.8 Explain room and house facilities and services to guests Activity: Describe the features of each of the following rooms Room A Room B Room C Room D Cont’
45. 2.8 Explain room and house facilities and services to guests Activity: Which room would you sell to the following guests and why? A Corporate Business person who wants to have meetings in their room A couple who want a special weekend away together Two friends who want a inexpensive room so they can catch an early morning Bus interstate A parent and child who have tickets to a baseball match
46. Room A Room B
47. Lounge & Bedroom Room C Room D
48. 2.9 Arrange for porter services Porters: Carry guest luggage Escort guests to room Discuss in room equipment Deliver messages Arrange taxis and parking Store guest luggage
49. 2.10 Implement standard house protocols for problem situation Overbooking Room not ready Black listed guests No reservation to be found
50. 2.11 Monitor guests’ arrival and take appropriate action as required Monitor and check arrivals: Identify no shows Types of reservations Notify wait list guests Check for accuracy Follow standard procedures
51. Element 3: Perform ‘during stay’ functions
52. 3.1 Process room change requests Establish what is wrong with the room Check availability Advise guest Move the guest Change status of room Update folio – room number and/or room rate
53. 3.2 Process extensions to stays Extended stays Check availability Check in takes priority over extensions Regular guests Rate charged Re-room the guest
54. 3.3 Process variations to guest numbers Guest numbers Check against housekeeping reports Evening “turn down” service Update records Update rates
55. 3.4 Process variations in room rate Different rates for different market of guests Hotels offer different rates at different times of the year Rates are used to attract business Discounts enable the hotels to compete
56. 3.5 Process upgrades Putting a guest into a better room than they are paying for: Use suites during full house situations Compensation for a ‘bad’ experience Offering free accommodation Discounting rooms
57. 3.6 Process special requests Special requests – requested by guests Special requests – offered by the hotel Special request – paid for by guests
58. 3.6 Process special requests Activity: What special requests would be needed for the following and who would need to be advised: Mr. and Mrs. Todd arrive today - they have a baby and a small child Ms. Wilson is staying at your hotel to do business in your city. She will be wanting to interview staff while she is here A guest is staying with you to present a new range of luggage to clients. They need to catch a flight out at 19.00hrs the next day
59. 3.7 Process guest charges Point of sale charges: Guest identification Signature Manual charging back to their room: Guest identification Room number Print name Signature
60. 3.8 Respond to guest queries Know all about your property Give good service What if you don’t know? Find out! Involve other departments
61. Element 4: Perform check-out functions
62. 4.1 Maintain and prepare guest accounts Seeking information on departing guests: Room number Breakfast Mini bar Check for accuracy: Supporting documentation Signatures
63. 4.2 Prepare and review departures lists Express check outs Group check outs Early departures Late check outs
64. 4.3 Present the accounts to guests Generate the account: Check guest details Explain the account: Other charges Present the account: Print a new account
65. 4.4 Process payments and refunds and issue receipts Process payments: Acceptable methods of payments Foreign exchange Issue Receipts: Process refunds Foreign exchange Obtain the key: Actual keys - not key cards
66. 4.4 Process payments and refunds and issue receipts Activity: Role play – Process a check out: 1 guest and 1 staff member Guest approaches the desk to check out Staff member – Greet the guest Request room number and room key Ask the guest if there are any other charges (check these have been posted, or post them if necessary) Print the account(s) Present the account(s) and ask the guest to check the charges Process method of payment Farewell guest Guest acts out according to the process Swap roles
67. 4.5 Process express check outs What is an express check out? Who uses it? How is it done?
68. 4.6 Process group check-outs Group master account Individual accounts Extra charges Group luggage collection Luggage storage
69. 4.7 Distribute departures list as required Housekeeping Concierge and porters Security Management Maintenance
70. 4.8 Assist guest with on departure requests Forwarding addresses Less and less today with email and texting Call a taxi or transport Provide lost and found services Organize a porter Make another booking
71. Element 5: Prepare front office records and reports
72. 5.1 Prepare and update front office records Update availability/charts Room allocation Bookings diary Changing rooms Alter rate Modify departure dates/times Guest history
73. 5.2 Generate internal reports as required Information reports: Other departments Back up for operations managers Analytical/statistical reports: Managers Supervisors
74. 5.3 Facilitate night audit activities Features of night audit Purpose of night audit Daily reports and records
75. Thank you