PowerPoint to accompany Chapter 5 Provide accommodation reception services

PowerPoint to accompany

Chapter 5

Provide accommodation

reception services

Vivienne O’Shannessy: Front Office Skills © 2009 Pearson Education Australia

Learning outcomes

– Describe the roles of reception.

– Prepare for guest arrival.

– Welcome and register guests.

– Provide other reception services.

– Organise guest departure.

– Prepare front office records and reports.


The front office

– The front office or reception of an accommodation venue is the central location at which all guests must at some point gather – to check in, check out, make enquiries, settle accounts, etc.


The front office

– The front office is generally ‘open’ 24/7. Accordingly shifts worked are:– A Shift 7.00am – 3.30pm– B Shift 3.00pm – 11.30pm– D Shift (night audit) 11.00pm – 7.30am– Swing shift 11.00am – 7.30pm.


What is a ‘swing shift’?

– A rostered shift to cover busy service times and reception staff’s meal breaks.


Cycle of service

– The provision of front office services is available 24/7 to accommodate the varying needs of a venues target markets, and to facilitate the entire cycle of service:– Pre-arrival– Arrival– Occupancy– Departure.


Pre-arrival activities

– Shift handover.

– Float collection.

– Computer log-on.

– Equipment and stationery check.

– Generation of reports.

– Room allocations.

– Print registration cards.


What is a shift handover?

– Term used to describe the activities that take place when the next shift commences and before the current shift ends.

– The finishing shift advises the new shift what has and will happen during the day/night that they should be aware of.


What is a ‘float’?

– The float is the starting bank to allow financial transactions.

– The float is collected from the supervisor or duty manager, signed for, checked for accuracy and placed in the till drawer.


Computer log-on

– Most automated front office systems require users to log on to allow access.

– All transactions processed on your log on can be tracked.


Equipment and stationery check

– Equipment is checked to ensure it is in good working order. Report any faults immediately.

– Stationery is checked to determine whether or not there are sufficient supplies to meet operational needs during the shift.


Generation of reports

– Several reports are usually generated at the commencement of a shift to help us do our job including:– House status report– Expected arrivals list– Expected departures list– Specials – Flags– Group arrivals.


House status report

– Provides details of the status of all rooms in the venue (occupied, vacant, clean, dirty).

– From this information we are able to determine the number of rooms available to sell.


Expected arrivals report

– This report provides a list of all guests who hold a reservation for that day and are still to arrive. The report will contain essentially the same information, irrespective of PMS:– Guests name– Guests sharing rooms– Room type and quantity– Room number (if pre-allocated)– Arrival date– Departure date– ETA– Special requests.


Group arrivals report

– This reports provides information specific to any group due to arrive:– Number in group– ETA– Individuals names– Room-sharing arrangements– Charge/payment details– Meal plans– Departure date– Length of stay.


Group arrivals report

– To best manage group arrivals:– Pre-block the groups rooms– Set aside the groups room keys– Pre-prepare service vouchers for

distribution with room keys– Inform housekeeping early so that the

required rooms can be made ready– Inform Concierge so that coach parking

arrangements can be managed.


Expected departures reports

– This is a list of all guests (and their room number) expected to depart that day.


Specials report

– This report lists all special requests made by expected arrivals and guests in-house, and may include:– Cot– Rollaway bed– Specific rooms– Fruit platter/champagne– Meal requests.


Flag reports

– This report lists special activities, tasks or things that need checking or completing during the shift, such as:– Check guests’ details on arrival– Collect charge authorities– Check room rates.


Room allocation

– Refers to the allocation of a room (number) to a guest.

– Room allocation is usually completed as part of the check in procedure.

– However, exceptions to this include Groups and guests with specific room requests.


Pre-register guests

– To pre-register guests means to register a guest in the PMS and assign the guest a room before they actually arrive.

– Only guaranteed bookings may be pre-registered, and even then, usually only groups.

– Venues frequently pre-register guests because it saves time and is convenient for the guest.


Print registration cards

– Pre-printed registration cards are generated for all expected arrivals (guests with reservations).

– The registration card lists all the information relating to a guest’s reservation.

– The pre-printed registration cards are filed alphabetically.


Print registration cards

– Check the arrivals list against the printed registration cards – they should correspond.

– Pre-printed registration cards facilitate the registration process; When a guest arrives, the card is handed to the guest who checks the information and then signs the card.


Arrival activities

– Welcoming guests.

– Registering guests.

– Confirming payment details.

– Offering other services.

– Rooming guests.

– Managing registration problems.

– Monitoring arrivals.


Welcoming guests

– Guests usually have a preconceived idea about what to expect of our venue from their reservation or past experience.

– The welcome must be a reflection of our professionalism and the venues high standards.

– It is an opportunity to make a positive, lasting impression.


Welcoming guests

– Guests may arrive to check in at any time. However, most venues specify check in as 1400hr or later.

– Irrespective of when guests arrive to check in:– Welcome them warmly and courteously– Never leave a guest waiting for your

attention– Once known, use the guests name and

honorific.


Registering the guest

– All guests who stay in commercial accommodation venues must ‘register’.

– There is a legal requirement for accommodation venues to maintain registration information for five years (after departure).


Purpose of guest registration

– To formalise the relationship between the guest and the venue.

– The signing of a registration form, creates a binding contract between the two parties (venue and guest):– The venue agrees to provide the

services/goods offered by an accommodation venue and the guest agrees to pay for those goods/services consumed.


Other legal implications of guest registration

– Fire and emergencies – venue must be able to account for everyone in house

– Insurance claim – venue must be able to prove the guest was in house (and caused the damage!)

– Locating individual – venue (or other party) may need to locate the guest after departure

– Theft – venue may want to seek recompense for goods stolen from rooms.


Registration steps

The registration should be fast, efficient and friendly:

1. Greet the guest.

2. Confirm the reservation details and register the guest.

3. Confirm payment method.

4. Offer additional services.

5. Room the guest.


1. Greeting the guest

– Offer a warm welcome.

– Use positive body language.

– Use the guests name (remember, it’s right in front of you!).


2. Confirm reservation details

– Locate the registration card.

– Hand the registration card to the guest and ask them to check the details and read the disclaimer.

– Indicate where the guest should sign (check that they have done so).



– Locate the reservation in the PMS and begin the registration process in the PMS.

– Confirm departure date and special requests (if any).

– Ask the guest how they will be settling their account.

– Ask the guest for identification.



– Group registrations are handled differently to individuals.

– Some PMS’s allow bulk check-in for groups.– Each group member is still required to

complete and sign the registration form. – A group leader may register the group

(meaning not all individual group members need to register separately).


What is a disclaimer?

– The disclaimer (printed on the bottom of the guest registration card) limits the venue’s liability in the event of theft, loss or damage to a guests personal belongings while on the premises.


3. Confirm the payment details

– The method of payment is always confirmed during the registration process.

– This reduces the likelihood of a guest departing without settling their account.


How do you process credit or charge cards?– If the guest is settling their account

with a credit or charge card:– Ask the guest for their card (so that an

imprint can be made or the card swiped/pre-authorised. If pre-authorising, let the guest know this is what is being done.)

– Return the card to the guest– File the voucher with the guests

registration form.


How do you process company charge authorities?

– Check that a copy of the company charge is attached to the registration form. Check what the guest is authorised to charge to the room account.

– If the venue has not yet received the charge authority, ask the guest now for a copy.



– If the authority does not include all charges, ask the guest how they would like to settle their extras account.

– Process this additional payment method according to standard procedures for that payment method.



– Attach details of this payment method and the charge back authority to the registration form.

– File by room number.


What is an ‘extra’s account’?

– An ‘extra’s account’ is a guest account used to record charges payable by the guest, that are not included on a charge authority or voucher.


What is a ‘master account’?

– A ‘master account’ is the primary guest account to which at least the room charge is recorded.

– A ‘master account’ is set up when a guest’s company is paying for at least the room charge.

– Any additional charges incurred by the guest are recorded on the ‘extra’s’ account.


Group masters and extras accounts

– All charges relating to a groups stay being paid for by the company that made the group booking (such as room and meals) are posted to a group master account.


Group masters and extras accounts

– However, if group members consume services and goods not included in the price they paid for their package deal (such as mini-bar, telephone, movies, dry cleaning, etc.) then they are responsible for these items and an Extras Account will need to be created accordingly.


How do you process vouchers?

– If the reservation indicates that the guest is paying for their room with a voucher (either gift or Travel Agent issued):– Ask the guest for the voucher– Check what the voucher entitles the guest

to.


How do you process vouchers?

– Ask the guest how they would like to settle their extras (those items consumed not included in the value of the voucher)

– Process the method of payment for extras following standard procedures for that method of payment

– Attach the voucher to the registration form (and file by room number).


What is a non-guaranteed booking?

– A non-guaranteed booking is one that is not secured; the venue has no way of guaranteeing it will be paid for the room.

– A non-guaranteed booking is one whereby a reservation has not been secured with a credit card or prepayment/advance deposit.

– That is, the guest who made the reservation said that they will pay for their room with cash or with a cheque (usually on arrival).


What is a guaranteed booking?

– A guaranteed booking is one that is secured with a method of payment that ensures the venue will receive payment for the room whether or not the guest arrives. Guests may guarantee the booking:– With a credit card– By making an advanced deposit– With a company charge back– With a travel agent issued voucher.


Prepayment or advance deposit

– This is a deposit (or full payment) for a room made before the guest arrives.

– A prepayment guarantees a booking.

– When a prepayment is received it is held in an advance deposit ledger and transferred to the guests account when they are registered (on arrival).


Process cash

– If the guest is settling their account with cash the venue is likely to require a ‘deposit’ in addition to full payment (on check in) for the first night’s accommodation.


Process cash

– The deposit is usually equal to one night’s accommodation and is refundable on departure (less any expenses incurred).

– This deposit is taken to cover any ‘extra’s’, such as telephone use, videos and mini bar.


How do you process cash?

– Explain to the guest what the deposit is for, then:– Ask the guest for required cash payment

(first night’s accommodation and deposit) – Count the money in front of the guest– Record the payment in the PMS– Issue the guest with a receipt.



– If the guest is paying with foreign currency cash:– Convert the required Australian dollar

equivalent into the foreign currency– Ask the guest for the cash – Count the cash in front of the guest



– Record the payment in the PMS (only in Australian equivalent)

– If change is required, convert this back to Australian equivalent

– Issue the guest with a receipt.


How do you process cheque’s?

– The venue may require full payment (as per cash) and a deposit on check in

– Alternatively, when the guest is known to the venue, the guest may not need to pay until departure (very unlikely!)


How do you process cheque’s?

– If the venue accepts (personal and/or business) cheque’s:– Ask the guest the fill in the cheque– Seek authorisation from your supervisor– Check that the cheque is completed

correctly– Record the payment in the PMS– Issue the guest with a receipt.


Processing foreign currency cheque’s?

– If the guest is paying using foreign currency cheque(s):– Convert the required amount into the Australian

dollar equivalent– Ask the guest to sign the cheque(s) in front of

you– Ask the guest for identification and record the

details on the back of each cheque.


Processing foreign currency cheque’s?

– Record the payment in the PMS– If change is required, convert the balance

into Australian dollar equivalent and issue change in Australian dollars cash

– Issue the guest with a receipt.


4. Offering other services

– At this stage of the registration process, the guest is offered additional services, such as a newspaper and the use of a safety deposit box, and advised of additional services they may be entitled to, such as complimentary breakfast, or want information about, such as the location of restaurant, pool, bar, etc.


Guest on a package

– Any guest on a package (and frequently group members) may need to be issued with service vouchers for meals (included) and or other complimentary services (e.g.. valet parking).

– Guests like to have their complimentary services explained to them (how to access it, where to go).


5. Rooming the guest

– Rooming the guest refers to issuing the guest with their room key, instructing the guest on how to find their room and arranging a porter to deliver the guests luggage and/or escort the guest to their room.


Issuing the key

– A guest expects privacy when they stay in our venue so it is prudent not to yell their room number at them!

– Discretely indicate where the room number is written – on the key, on the welcome letter – as the key is handed to them.


Issuing the key

– Not all keys look like keys and not all keys act like all keys!

– For electronic keys, show the guest how to use it.

– When the key is also a source of electricity in the room, let the guest know this (and how to insert the key in the power slot).


Finalising the check in process

– When the guest has been roomed:– Preauthorise credit cards if not already

done so (best to do this while guest is still in front of us in case card declined)

– Finish entering their details in the PMS (including charging/payment details)

– Make arrangements for any special requests if not already done so

– Collate all the paper work and file in the Pit by room number.


Can’t find a reservation?

– Occasionally, a guest arrives to check in and we can’t find their reservation. Try not to leave them standing around like a shag on a rock feeling uncomfortable!– Check for similar sounding names– Check under the guest’s first name– Ask the guest for a confirmation number– Check the arrival date– Check under the name of the person who made

the booking– Ask if the booking may have been made at

another venue.


Still can’t find the reservation?

– If a room is available:– Apologise for the inconvenience– Pass the guest a blank registration form and ask

them to complete the details– Continue with the registration process.


Still can’t find the reservation?

–If a room is not available:– Apologise for the inconvenience– Explain you do not have a room available– Offer to arrange a room at a nearby

venue– Offer to arrange transport to the

alternative venue.


What if the room is not ready?

– When a guest arrives before their room is ready, we can:– Allocate another room (that is the same

as the one booked), if one is available– Advise the guest that their room is not yet

ready and then offer them refreshments and/or to store their luggage until the room is ready

– Offer the guest the use of a courtesy room if one is available.


What if the venue is overbooked?

– Occasionally a guest with a reservation can’t be accommodated because the venue is overbooked!– Apologise for the inconvenience– Make arrangements at an alternative

venue (‘Walk’ the guest)– Make arrangements to transport them to

the alternative (if needed)– Invite the guest to stay another time – Be prepared for an unhappy guest!


Monitor arrivals

– Throughout a shift (particularly the afternoon shift), it is important to keep track of who has and hasn’t arrived.

– As a guest checks in, mark their name off the arrivals list.

– Keeping track in this way informs us about the venues ability to accommodate walk ins.


What is a walk in?

– A walk in is a guest who arrives at the venue seeking accommodation but who does not have a reservation.


How do you register a walk in?

– After greeting the guest and determining that they would like a room:– Ask the guest what type of room they

would like (how many, number of people)– Check availability.


Registering a walk in

– Advise the guest what room types are available and the rates (may be special rates, depending on room type, availability and time of day)

– If the guest accepts the offer, pass the guest a blank registration form and complete the registration process as for a guest with a reservation.


Registering a walk in

– Check that all sections of the form are completed and signed.

– Ask for identification and record the details on the registration form.

– Room the guest.


Release non-guaranteed bookings

– Non-guaranteed reservations are released at 4pm (or 6pm).

– To release means to make the room available for resale.


Late arrivals

– A late arrival is a guest with a reservation who arrives after the release time but did not inform the venue they would be arriving late.


Accommodating late arrivals

– If a guest (with a non-guaranteed reservation) arrives after the release time, they can still be registered if the room hasn’t been resold (or if an alternative room is available).

– If the venue is now fully booked, then these guests are ‘walked’.


No shows

– Another reason to check on the arrivals list and monitor arrivals is that it alerts us to no-shows.

– A no show is someone who has a guaranteed reservation but fails to arrive (or cancel the booking).


Follow up no shows

– No shows must be followed up (may be charged anyway for room, wrong dates may have been entered, double booking made, etc.).

– Pass the information about no shows on to reservations or the night auditor.


Refusing accommodation?

– Both walk ins and guests with reservations may be refused accommodation.

– If accommodation needs to be refused: – Be courteous– Be polite– Be empathetic– Explain why accommodation is being

refuse.


Why refuse accommodation?

– Venue full.

– Venue overbooked.

– Guest intoxicated.

– Black list.

– Insufficient funds.


Occupancy Activities

– Apart from registering the guest, a number of other tasks are completed by reception staff during the guests stay with the venue. Here’s a few of them:– Post charges– Room move guests, stay extensions and early departures– Manage safety deposit boxes– Provide wake-up calls– Manage lost and found – Provide local area information– Exchange foreign currency– Provide secretarial services– Book hire cars, tours, theatre tickets, airport transfers– Locate a doctor or dentist


Posting charges

– This is the term used to describe the process of recording charges incurred by a guest to their account.


Room moves

– A guest may request a change of room because they don’t like their current room (too small, wrong view, etc), room doesn’t suit their needs, etc.

– Before we can accommodate these requests:– Check availability of alternative rooms– Advise guest what is available– Assist guest with the move– Make necessary changes in the PMS.


Room extensions and early departures

– Many guests change their length of stay.

– Early departures are managed in the same way as all departures.

– Before an extension request can be accommodated, we need to check that the room will be available past the pre-existing departure date.


Safety deposit boxes

– Remember the disclaimer on the registration card? This is likely to influence a guests decision to store valuables in the venue’s safety deposit box!

– The safety deposit box doesn’t alter the venues limited liability, but a guest is less likely to have values stolen if stored in there.


Wake up calls

– Many guests request wakeup calls (despite most venues rooms having an alarm clock in the room!).

– When accepting requests for wake up calls:– Check guests name– Room number– Time requested– If a reminder call is need.


Provide lost and found

– The lost and found facility may be managed by the front office, housekeeping, security department or concierge.

– Irrespective, there are standard procedures to follow to ensure the safe keeping and return of found items after a guests departure.



– A log or register is maintained that provides for details about found items including:– Brief description of the item– When and where found– Found by whom.



– The item is then ‘tagged’ and secured (usually a lockable cupboard or safe).

– Items are only returned to their owners when ‘claimed’.

– If an item is not claimed after three months, the person who found the item may be entitled to keep it, or, it may be passed onto the police, or, it may be disposed of or donated to charity.



– When a guest claims they have lost an item, we need to establish:– What the item is– When and where they think they lost it– When they stayed at the venue (their

room number, name and address details).



– If we have an item that:– fits the description – Was found where and when the guest

believes they lost it (and this marries up to the log book

– We can return it!


Provide local area information

– The extent to which we will provide local area information (and make bookings for tours, etc) will depend on whether or not the venue has a concierge department (which will usually provide this service).


Departure activities

– This is the final stage of the cycle of service and involves:– Organising the guests departure– Processing guests departure, including

account settlement– Offering additional departure services– Seeking guest feedback– Updating the room status.


The purpose of the guest departure procedure

– Settlement of the guests account(s).

– Obtain guest feedback.

– room status up-date.

– Create or update the guest history profile.


Review the departure list

– As part of the pre-arrival stage of the cycle of service, a number of reports were generated – including the departure list.

– The departure list is referenced most by the morning shift – as this is when most guests depart.


Review departure lists

– The review of departure lists enables us to:– Plan for the numbers of departing guests– Check who we should be seeking

additional information about– Checking names of the guests departing

(so we can greet them by name)– Organising ourselves for group

departures.


Seeking additional information

– The most pressing need with departures is to ensure their accounts are up to date.

– Before guests come to reception to check out we need to: – Call each department (restaurant, room

service, housekeeping) to determine if there are any charges to be posted.


Then…

– Complete any postings that have not yet been entered

– However, do not generate a guests account until the guests is actually at the front desk and ready to depart

– The exception to this is often group departures.


Check out procedure

– Greet the guest.

– Request name, 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). Remember, there may be a master and extras account.


Check out procedure

– Present the account(s) and ask the guest to check the charges.

– Confirm with the guest how they will be settling their account(s).

– Request payment, process it and record it in the PMS (this will generate another copy of the account which will also show payment received).


Check out procedure

– Present the guest with a copy of the receipt (and credit card voucher if applicable).

– Offer additional services.– Farewell the guest.


Note…

– The PMS will only accept Australian dollar values.

– The PMS will ask you to select the method of payment (i.e. Visa, AX, cash, etc.).


What is an express check-out?

– An express check-out is the check-out procedure that eliminates the need for the guest to go to reception to finalise departure.


Express check outs

– The guests account is usually delivered to their room the day/night before expected departure.

– The guest checks the account, signs it, completes the express checkout form, places all documents in the envelop provided and leaves it in the room (with the key) or drops it at reception before leaving.


Express check outs

– The account is settled according to the prearranged method at check in.

– Reception processes the details later that day.


In-room check out

– The in-room check out facility is not widely available…yet.

– Where it is available, guests can access and review (and check out) using the television screen in their room.

– Guests can only access their account.


In-room check out

– Account settlement must be prearranged – e.g. Credit card details/charge back authority held with reception – and is processed as per the standard procedure for that payment method.


Group check outs

– Group departures can be managed similarly to groups arrivals. That is, a bulk settlement can be processed if this function exists in the PMS.

– A ‘bulk check-out’ is the term used to describe the procedure for checking a group out all at once.

– A bulk check-out will only work if all charges relating to a group have been processed.


Group check outs

– Where it begins to get complicated is when group members have individual accounts to settle.

– The venue often relies on the group leader to facilitate the settlement of individuals accounts.

– Group members extras accounts are settled exactly as for other guests.


Processing payments

– The processing of payments at check out is similar to confirming details at check in.


Process cash

– Count cash tendered in front of guest.– Count change back to guest.– When foreign currency cash tendered:

– Determine foreign currency equivalent required

– Count cash tendered– Calculate change required– Tender change in Australian currency and

count back to guest.


Process travellers cheques

– Whether local or foreign currency, each cheque must be signed in front of us and identification provided.

– Foreign currency cheques need to be converted to Australian dollar equivalent.

– Any change required is given in Australian dollar cash.


Company charge back authorities

– Check the master account has the correct charges posted to it.

– Check for extras accounts (and the charges posted to it).


Company charge back authorities

– Ask the guest to sign the master account. the balance of the account is transferred to the city ledger.

– Process the payment for extras as for settlement of other accounts.


Credit and charge cards

– Confirm with the guest their preferred card for settlement.

– Swipe the card and enter the charge/payment amount.

– Ask the guest to sign the card voucher (or enter their pin number).

– Check the signature.– Attach a copy of the voucher to the

receipt.


Process vouchers

– When a voucher is used to settle an account (the voucher should be with the registration form), check for an extras account.

– Settle the extras account as per standard procedures for payment method.


Process skippers

– A ‘skipper’ is a guest who departs without settling their account.

– When this happens, the account balance is transferred to the city ledger account.


Process EFTPOS

– Account settlement by EFTPOS means that the guest uses their cash card/ATM card to drawer funds directly from their bank account and transfer it to the venues bank account.


Process EFTPOS

– It is similar to credit card processing in as much as the card needs to be swiped, the amount entered but the guest must then enter a pin number.

– A copy of the voucher is presented to the guest with their account receipt.


Managing items in dispute

– Items in dispute are any charges on the guests account which the guest indicates they did not purchase or the charge amount is incorrect.

– Items in dispute may result in an adjustment or a correction.


What is a correction?

– A ‘correction’ to an account occurs when the total charge for an item is removed from an account.


What is an adjustment?

– An ‘adjustment’ to an account occurs when the charge for an item is altered.

– The charge remains on the account but the amount is changed, usually reduced.


Manage late charges

– Late charges occurs when the details of a charge incurred by a guest does not reach reception until after the guest has departed.

– Most late charges are delay charged.


What is a delay charge?

– A charge made to the guests account after departure.

– Usually this is a ‘late charge’.

– The venues policy will determine which items will be delay charged and which will be written off.


Offering additional services

– The final stage of the check out process is the offer of additional services, most commonly:– Assistance with luggage– Arranging for transport– Confirming onward bookings– Forwarding mail– Providing general information or giving

directions.


Offering additional services

– This is the last chance to make a positive impression.

– All too frequently, departing guests are dismissed very casually – these are guests who may return. Leaving a positive final impression may determine whether they do in fact return (or recommend our venue).


Guest feedback

– Guest feedback is often received on departure.

– Feedback enables the venue to identify opportunities for improvement (in service and services).

– Positive responses to feedback also provides the opportunity to leave a positive and lasting impression.


Updating the room status

– After departure, the room status is updated to vacant dirty. This indicates that a room has been used but that the guest has now departed and the room needs cleaning.

– Most PMSs automatically change the room status in the computer when the guest’s account is closed in the computer (which occurs when we process the payment).


Updating guest profiles

– The guest’s profile is automatically updated (or created) once the account is closed in the computer.

– The specific details relating to that stay can be added to the profile manually.


Prepare reports and records

– Apart from the front office a number of departments require timely and accurate information about activities in the venue.

– This information is often generated by reception in the form of reports.


Types of reports

– In-house guest lists.

– Back up lists.

– Key check reports.

– No-show reports.

– Overstays and Under stays.

– End of day projection.– For a full description of reports and their

uses, refer to Table 5.2, page 201.

Documents

PowerPoint to accompany Chapter 5 Provide accommodation reception services