Hotel Front Office Training Manual

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223311 SSOOPP

Hotelier Tanji Owner

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Copyright © 2013 Hotelier Tanji

All rights reserved.

ISBN: 149096990X ISBN-13: 978-1490969909

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Hello, I am Hotelier Tanji, owner of www.hospitality-school.com, world’s

most popular free hotel & restaurant management training web site,

running from December 2009. This book is a comprehensive collection of

231 professional Front Office Standard Operating Procedures (SOP). In

last 3 years we got immense praise and support from our readers. This

book is an attempt to give something back to our readers. Thanks for

purchasing this book.

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No. Topic

Page

No.

RReesseerrvvaattiioonn PPoolliicciieess && PPrroocceedduurree

1. Documents Reservation into Appropriate Reservation Forms 2-3

2. Receives & Answers Email/ Fax Reservation Inquiries 3-4

3. Confirms FIT Room Reservations via Emails and Faxes 4-5

4. Answers/Handles Telephone Calls 5-6

5. Confirms FIT Reservations via Telephone 6

6. Up-sells to Booking Parties 6-7

7. Liaison with Sales Department for Group Bookings 7-8

8. Reviews the Following Day's VIP Arrival 8-9

9. Distributes All Pertinent Reports to all Departments Concerned Regarding Guest

9-10

10. Replies to All Guest Queries Regarding Hotel Information 10

11. Documents Reservation Amendments 11

12. Documents Reservation Cancellations 11-12

13. Handling of Guest History Reservations 12-13

14. Checks Guest History Records Regularly for Duplications 13

15. Checks the Arrival List Daily to Review Reservation Particulars 13-14

16. Creates & Updates the Blacklist File 14-15

17. Files All Reservation Correspondences & Miscellaneous Documents Properly

15

18. Personal Appearance with Hotel Standard Grooming 16-17

19. Logbook Recording 17-18

20. Review Tasks 18

21. Change of Shift Procedures 19

22. Requisitions 20

23. Adherence to Reservation Policies 20-22

24. Handle Guest Complaints 22-23

25. Confirmation Number 23

Hotel Front Office Training Manual with 231 SOP

v

RReesseerrvvaattiioonn SSuuppeerrvviissoorrss PPoolliicciieess && PPrroocceedduurreess

26. Monitor the Hotel’s Closed out Dates 25

27. Monitor Room & Bed Status & Availability during High Occupancy

25-26

28. Prepares the Staff's Monthly Roster 26

29. Conducts Training of New Reservations Staffs 27

30. Monitors IIT Allotments & Cut-off Dates 28-29

31. Maintain Associates Relation 29

GGuueesstt SSeerrvviiccee AAggeenntt PPoolliicciieess && PPrroocceedduurreess

32. Prepares all Requested Reports for Guest Relations Manager’s Approval

31

33. Bulletin Board 31-32

34. Computer Security 32

35. Special Programs & Rates 33

36. Room Familiarity 33-34

37. Room Availability Status & House Count 35-36

38. Identify Guest Needs 36-37

39. Confirm Availability 37-38

40. Sell Room Suit 38

41. Basic Manual Reservation 39

42. Enter Guest Reservation into System 40-41

43. Guarantee Status 41

44. Changing Reservations 42

45. Cancelling Reservations 42-43

46. Registration of the Guests 43-44

47. Walk in Reservations 44-45

48. Locate Reservations 45-46

49. Present Registration Card 46-48

50. Establish Method of Payment 48-50

51. Travel Agent/Airline Vouchers 50-51

52. Assign a Room 51-53

53. Register Guest in Computer 53

54. Information Described to Guests 53-54

55. Obtaining Guest Rooming Assistance 54-55

www.hospitality-school.com

vi

56. Thank the Guests 55

57. Repeat Guests 55-56

58. Providing Local Information 56-57

59. Package Guests 58

60. Disabled Guests 58-59

61. Share-with Guests 59-60

62. Trace File/Flags 61

63. Rate Changes 61-62

64. Room Change Request 62-63

65. Concierge Stand Phone & Log 63-64

66. Guest Messages 64-65

67. Wake-up Calls 65-66

68. Non-Registered Guests (NRG) 66

69. Guest Mail/Packages 66-67

70. Safety Deposit Boxes 67-68

71. Lost & Found 68

72. Foreign Exchange 69

73. Cash Traveler’s Checks 69-70

74. Process Miscellaneous Charges 70

75. Process Corrections Vouchers 71

76. Process Adjustment Vouchers 71-72

77. Process Paid-Outs 72

78. Guest Comment Card 73

79. Late Check-Outs 73-74

80. Review Arrival Report 74-75

81. Blocking a Room 75

82. Pre-Register V.I.P.'s 75-76

83. Block Special Requests 76-77

84. Amenity Requirements 77

85. Group Preparation 77-78

86. Assign Rooms & Balance Room Types 78-79

87. Due Outs & Discrepancies 80

88. Greet the Guests 80-82

89. Telephone Courtesy 82

90. Take a Message 83

91. Maintenance of Guest Confidentiality 84

92. Maintenance of All Areas in the Guest Service Agent 84-85


vii

93. Shift Duties 85-86

CCaasshhiieerriinngg PPoolliicciieess && PPrroocceedduurreess

94. Issue a Safe Deposit Box 88-89

95. Allow a Customer to Access to the Safe Deposit Box 89-90

96. Close a Safety Deposit Box 91-92

97. Conduct a Manual Posting 92-93

98. Rebate a Charge 93-94

99. Issue a Paid-out 94-95

100. Accept Payment by Credit Card 95-96

101. Accept Payment by Voucher 97-98

102. Accept Company Payment 98-99

103. Accept Payment by Third Person 99-100

104. Accept Payment by Traveler Cheque 100

105. Check out a Customer 100-102

106. Check out Shared Room 102-103

107. Present Folio 103-104

108. Make an Audit 104-105

109. Balance your Float/Finish your Shift 105-106

110. Obtain Cash Deposit upon Check-in 107-108

111. Post Advance Deposit 108

112. Receive Outlet Checks 108-109

113. Daily Check of the Next Day’s Departure 109-110

114. Daily Check of Long Stay Customer’s Invoices 110-111

115. Prepare the Transfer of Monthly Long Stay Customer’s Invoices

111

116. Extension of Stay 111-113

117. Check out Guest using Back-up System 113-114

118. Update of Folio Manually 114-115

119. Group Check-out 115-116

120. Settle Guest Account 116-118

121. Late Charge/Charges after Departure 118-119

122. Preparing Shift Audit 119-121

123. Complete Deposit Envelope & Count Bank 121-122

124. Closing Foreign Exchange Float 122-123


viii

FFrroonntt OOffffiiccee DDuuttyy MMaannaaggeerr PPoolliicciieess && PPrroocceedduurreess

125. Grooming & Uniform Standards 125

126. Review Logbook 125-126

127. Check Employee Attendance 126

128. Conduct Shift Briefing 126-127

129. Attend Meeting 127-128

130. Monitor Employee Interaction 128-129

131. Prepare Schedule 129

132. Conduct Department Orientation 129-130

133. Fill out Maintenance Request 130-131

134. Conduct Performance Appraisal 131-132

135. Counsel & Discipline Staff 132-133

136. Handling Food & Beverage Guest Complaints 133-134

137. Inspect Lobby/Desk Area Standards 134-135

138. Supervise Registration 135

139. VIP/SP Check Room 135-136

140. VIP/SP Check In 136-137

141. VIP Care 137

142. Handle Walk in Guest on Sold out Days 137-138

143. Room Revenue Rebate 139

144. Handle Dispute 139-140

145. Check Account with High Balance 140-141

146. Hotel Rate & Information 141

147. Balance Room Type 141-142

148. No Show Reservation 143

149. Prepare Skippers Report 144-145

150. Researching 145

151. “Do Not Disturb” Issue Handling Case 145-147

152. Release Out of Order Room 147-149

153. End of Shift Task & Endorsement 149

154. Logbook 149-150

EExxeeccuuttiivvee FFlloooorr PPoolliicciieess && PPrroocceedduurreess

155. Welcome the Guests 152


ix

156. Escorts Arriving Executive Floor Guests to the Room 152-153

157. Inspects Pre-Assigned Rooms on the Executive Floor 153-154

158. Maintain Overall Cleanliness & Orderliness of the Executive Floor

154-155

159. Supervises the Buffet Breakfast at the Executive Floor 155-156

160. Supervises Cocktail Hour at the Executive Floor 156-157

161. Coordinates Wake-Up Call Requests with the Operator 158

162. Handles All Guest Queries & Complaints 158-159

163. Liaise with Concierge Desk with Regards to Luggage Handling, Check-0uts & Message Delivery

160

164. Reports all Activities or Endorsements in the Logbook 160-161

165. Arranges Business Centre Requirements which are Available on the Executive Floor

162-163

166. Arranges & Checks all Executive Floor Room Amenities 163-164

167. Arranges Special Events Amenities through the Arrival List 164-165

168. Assists Executive Floor Guests with Flight Reconfirmation 165-166

169. Performs Check-in of Executive Guests on the Floor 166-168

170. Checking-in 'Return' Executive Floor Guests 168-169

171. Checking-in using the Back-up 169-171

172. Handling Travel Vouchers 171-172

173. Processing Special Billing 172-174

174. Performs Check-out of Executive Guests on the Floor 174-175

175. Checking-out “Share-with” Room 175

176. Handling Guest Messages 175-177

177. Handling Hold For Arrival (HFA) Items 177-178

DDrriivveerr PPoolliicciieess && PPrroocceedduurreess

178. Pre-Trip Inspection 180-181

179. Post-Trip Inspection 181-182

180. Trip Log 182

181. Planning Routes 182-183

182. Vehicle Maintenance 183-184

183. Cleaning Vehicle 184

DDoooorrmmaann PPoolliicciieess && PPrroocceedduurreess

184. Assists Guests in & out of Cars 186

185. Lays out the Floor Mat at the Hotel’s Entrance 186-187


x

186. Assist Guest in Loading & Unloading of Car 187

187. Open Vehicle Doors for all Guests 188

188. Loading & Unloading of Luggage into & from Guest’s Vehicle 188-189

189. Obtain Taxis for Guest if Requested 189-190

190. Maintain all Accesses through Hotel Drive way Clear of Cars 190

191. Rain Procedure 191

GGuueesstt SSeerrvviiccee CCeennttrree PPoolliicciieess && PPrroocceedduurreess

192. Handling Outgoing Calls 193

193. Voice Mail Messages 193-194

194. Screen Call 194-196

195. Guest Locator Request 196-197

196. Busy Verification, Emergency Situation 197-198

197. Monitor Telephone Problems 198

BBuussiinneessss SSeerrvviiccee CCeennttrree PPoolliicciieess && PPrroocceedduurreess

198. Filling of Fax 200

199. Photocopying 200-202

200 Type Guest’s Matters 202-203

201. Guest Newspaper 203-204

202. Process a Courier Service Request 204-206

203. Translation & Interpretation Arrangement 206-207

204. Presentation & Rental of Equipment 207-209

205. Long Distance Call Arrangements 209-210

206. Post Revenue & Prepare Summery Reports 210-211

BBeellll DDeesskk && CCoonncciieerrggee PPoolliicciieess && PPrroocceedduurreess

207. Welcome Guest at the Airport 213

208. Airport Transportation (from Airport) 213-214

209. Airport Transportation (from Hotel) 214-215

210. Rooming the Guest 215-218

211. Delivery & collection of Guest Room Luggage 218-219

212. Store Guest’s Luggage 220-221

213. Helping Guest with Hand Carried Luggage 221

214. Delivery & Collection of Group Luggage 222-223

215. Luggage Collection for Group Check-out 223


xi

216. Arranges Mailing of Guest Letters & Internal Mail 224

217. Cleaning of Bell Equipment Regularly 225

218. Raising/Lowering Hotel Flag Daily 225-226

219. Parcel Delivery Service 226-227

220. Packs Parcels 227

221. Receive Terms for outside Guests from In House Guest 227-228

222. Receives/Delivers Terms for Registered Guests 229-230

223. Give & Accepts Airline Information & Confirmation 230-231

224. Arrange Restaurant & Limousine Reservation 231-232

225. Lifting Heavy Objects 233-234

226. Weights Luggage 234-235

227. Guest Paging 235

OOtthheerr PPoolliicciieess && PPrroocceedduurreess

228. Bucket Check 237

229. Basic English Courtesy 238

230. Code for Guest Service 239

231. Documents Reservation into Appropriate Reservation Forms 240

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Hotel Front Office Training Manual with 231 SOP Page 1

RReesseerrvvaattiioonn PPoolliicciieess

&&

PPrroocceedduurreess


Standard

To ensure an accurate inputting system, all particulars related to guest reservation

are properly documented into appropriate reservation forms.

Procedures

Front office requires certain basic information while taking a new reservation. This

following information will be recorded on the reservation form after the room

availability has been checked:

Name of the guest (surname, first name, title)

Arrival and departure date of the guest

Arrival time of guest, airport pick up (on charge)

Number of rooms and room types

Caller’s name, company, telephone, fax number and email address

Method of payment

Status of guest, (ex-VIP/SP) if possible, so as to arrange for VIP treatment or

any other special treatment

Special requests from the guests (i.e. non smoking, high floor, clam

atmosphere)

The reservation staff who has taken the reservation will record his / her initials and

the date/ time when the reservation was taken and input the all details to

SSOOPP--11:: DDooccuummeennttss RReesseerrvvaattiioonn iinnttoo AApppprroopprriiaattee

RReesseerrvvaattiioonn FFoorrmmss


Standard

Provide assurance that there are enough stationery for serving purposes. All

stationeries should be kept orderly and ready for serving.

Procedures

Re-stock your work stations completely at the beginning and end of the shift.

Check to ensure a par level of supplies to include:

a. Stationary supplies

b. Printed forms

c. Keys

Change printer ribbon if required.

SSOOPP--223311:: SSttoocckkiinngg WWoorrkk SSttaattiioonnss