Hotel Internal Audit for Front Office

7/23/2019 Hotel Internal Audit for Front Office

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HOTEL INTERNAL AUDIT

HOTEL OPERATIONS

HotelAccountingStandard

Manual

Hotel F & BOperatingStandard

Manual

Hotel Front HotelHousekeeping Standard

Manual

HotelHuman

Resources

StandardManual

Hotel Sales& Marketing

Standard

Manual

HotelEngineering

Standard

Manual

HotelAccounting

S.O.P

HotelFront Office

S.O.P

HotelHousekeepi

ng S.O.P

Hotel F & BOperating

S.O.P

HotelHuman

ResourcesS.O.P

Hotel Sales& Marketing

S.O.P

HotelEngineering

S.O.P

DEPARTMENTAL JOBDESCRIPTION

HOTEL GOAL: SERVICE EXCELLENT => PREFERREDHOTEL


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Front Office Standard ManualSection 1: HOTEL WELCOME COURTESY

c.Welcome Statement

d.Guest Service Agentse.You are Information Center

f.The Front Office Computerized

g.The Electronic Data Chapters

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Front Office Standard Manual - ContinueSection 2: YOUR NINE DAYS ORIENTATIONDay One I Can Do It!Making It Right100% Guest Satisfaction Guarantee

Blood Borne PathogensPersonal AppearanceEmergency SituationsLost and FoundRecycling Procedures

Safe Work HabitsManager on DutyHotels Fact SheetEmployee PoliciesThe Disabled Guest

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Front Office Standard Manual - ContinueSection 2: YOUR NINE DAYS ORIENTATION

Day Two

Telephone CourtesySafety and Security

Guestroom Types

Maintenance NeedsHotel Policies

Facsimile Machines

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Day Two continueWhat is a Guest Service Representative?

Working as a Team with Co-Workers and OthersSense of ArrivalDepartmentsTarget MarketsThe Front Desk Computer SystemFront Desk PrintersThe Telephone SystemRoom Inventory and Occupancy TermsRoom Rate Terms

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Day ThreeYour CommunityGiving DirectionsTransportation to the AirportElevator CourtesyRestaurant MenusUsing Guestroom Equipment and Amenities

Point-of-Sale EquipmentRoom RacksRoom Status CodesTypes of ReservationsPar Stock System

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Day FourLoyalty Reward ProgramCheck-In and Check-Out GuidelinesRoom ForecastsCredit Card Approval Procedures

Check Approval ProceduresCredit Check ReportCurrency Exchange

VIPsNEXT


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Front Office Standard Manual - Continue Section II: YOUR NINE DAYS ORIENTATION

Day Five Task 1 Use the Front Desk Computer System Task 2Use the Front Desk Printers Task 3 Use the Front Desk Telephone System Task 4Use the Facsimile Machine

Task 5Use the Photocopy Machine Task 6Organize the Front Desk/Prepare for Check-Ins Task 7 Use the Front Office Logbook Task 8Prepare and Use an Arrivals List Task 9 Block and Unblock Rooms Task 10 Set Up Pre-Registrations Task 11 Begin Guest Check-In Task 12 Establish the Payment Method During Check-In

Task 13 Secure Authorization for Credit Cards Task 14 Issue and Control Guestroom Keys Task 15 Finish Guest Check-In Task 16 Use Effective Sales Techniques Task 17 Pre-register and Check-in Group Arrivals Task 18 Show Rooms to Potential Guests Task 19 Use a Waiting List When Rooms are Not Ready for Check-In

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Front Office Standard Manual - ContinueSection II: YOUR NINE DAYS ORIENTATION

Day SevenTask 29 Help Guests with Special RequestsTask 30 Respond to Questions about Services and

EventsTask 31 Cash Checks for GuestsTask 32 Pick Up, Use, and Turn In Your Cash BankTask 33 Post Guest Charges and PaymentsTask 34 Follow Guest Privacy and Security MeasuresTask 35 Process Wake-Up CallsTask 36 Operate the Pay Movie SystemTask 37 Process Guaranteed No-ShowsTask 38 Update Room Status

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Front Office Standard Manual - Continue Section II: YOUR NINE DAYS ORIENTATION

Day Eight Task 39 Help Guests Make Reservations Task 40 Check the Toll-Free Number Printer and Input Late

Reservations Task 41 Process Guest Check-Outs at the Desk Task 42 Adjust Disputed Guest Charges Task 43 Transfer Allowable Guest Charges Task 44 Process Automatic Check-Outs Task 45 Handle Late Guest Check-Outs Task 46 Process Late Charges Task 47 Keep the Front Desk Clean and Orderly

Task 48 Reconcile Room Status With the PM. Housekeeping Report Task 49 Prepare a Current Status Report Task 50 Perform Bucket or Tub Checks Task 51 Inventory and Requisition Front Desk Supplies Task 52 Complete and Turn-in Shift Checklists

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Day Nine

Review all previous training days and planadditional training time, if necessary

Employee performs some tasks while the trainerobserves

Employee to complete the Employee OrientationCheck List provided by the Department Head andthis must be submitted to the Human ResourcesManager.

Add more tasks as the employee progressesNEXT


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Front Office Standard Manual - Continue

Section 3: Hot Button IssueSection 4: 4 PM HoldsSection 5: Cash or Incidental DepositsSection 6: Credit Card Use by a Third PartySection 7: Daily LogSection 8: Entertainment CardsSection 9: Free Nights Stay CertificatesSection 10: Loyalty Program Reservations

Section 11: Guest Complaints, Give BacksSection 12: Hospital RatesSection 13: Incoming CallsSection 14: Lobby UsageSection 15: Local Check-Ins

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Section 16: Meeting Room TelephonesSection 17: Manager on Duty CallsSection 18: Messages

Section 19: Reservations, CateringSection 20: Reservation Room Referrals,

Were

Sold Out

Section 21: Reservation CancellationsSection 22: Staff OfficesSection 23: Staff Telephone NumbersSection 24: Uniforms, Please Do Not

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Section 25: I CAN DO IT

The I Can Do It! Service Evaluation ProgramA. Personal Appearance

B. Attitude

C. Professionalism

D. KnowledgeableE. Switchboard Operations

F. Answers you Need to Know

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Section 26: HOTEL SERVICE COMMITMENT

a) Introductionb) Guest Complaints

c) Guest Service Letters

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Section 27: ROOM FUNCTIONS

Section 28: RESERVATIONS

Section 29: CASHIERINGSection 30: NIGHT AUDITING

Section 31: ACKNOLEDGEMENT RECEIVEMANUAL

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Hotel Internal Audit for Front Office