Tuesday, December 9, 2008
Saturday, November 22, 2008
Friday, November 21, 2008
Saturday, November 15, 2008
Friday, November 14, 2008
Thursday, November 6, 2008
Wednesday, November 5, 2008
Thursday, October 9, 2008
Monday, June 23, 2008
Personalised hospitality excellence still a deliverable
Personalized hospitality excellence still a deliverable!
Jun 24, 08 2:00 am
By Doug KennedyDespite all the negative publicity we read these days about the erosion of customer service, genuine, authentic hospitality is still being delivered daily by frontline superstars. As a frequent flyer who is sometimes on the road more than off, all too often I'm made to feel like just another customer in queue; another voice on the phone line; another room number calling in requests. More than once I've found myself standing alone in an empty lobby and being asked: "May I help the next guest?" or walking up - luggage in hand - and being greeted with "Checkin' in?"
Yet despite all this talk about service mediocrity these days, I still receive gestures of personalized hospitality excellence, often when I least expect it. Although a lot has been written about creating "Wow" experiences and "Legendary" service to help guests overcome extraordinary circumstances, some of the most meaningful gestures of hospitality are the easiest to create and cost virtually nothing to deliver daily.
For example, I'll never forget my room service waiter Brian at the Don Cesar Hotel who not only took time to listen to the drama of my "how was your trip in?" story, but also before leaving asked "Can I get you some extra pillows or anything else for your room Mr. Kennedy?" At the Loews Philadelphia hotel I was completely shocked when the gift shop clerk handing my late night purchase asked if I might also want a wake-up call! I'm still grateful to Dey, the restaurant captain at Cambridges Beaches in Bermuda, who having been my waiter for several nights in a row called to remind me the (only) restaurant was closing soon. (I had gotten mixed-up by the time change and otherwise would have missed dinner that night since it was off season and everything was closing.)
Then there's entire bellstaff of the Peabody Orlando who still let my kids ride along on the luggage cart despite that they are now 9 and 10 years old! Yet it's not always just the front of the house staff that excels in hospitality excellence. I've also had some of my most memorable service experiences from the heart of the house staff such as Allie my housekeeper at the Hilton Suites at Lexington Green. During my weeklong stay for a summer family vacation she not only worked around my family's crazy schedule, never complaining about our mountain of towels, but she also made sure my daughter's stuffed animal friends each received a chocolate mint with turn-down service!
So why is it that some frontline associates are able to deliver genuine, authentic hospitality in a pro-active way while others languish in mediocrity? More importantly, what can hotel managers do to foster a corporate culture that creates more of these behaviors and actions? Here are some suggestions for helping your frontline staff create these memorable moments of ordinary excellence daily:
Recruit and select those who are hospitable by nature. Start by reading the definition of hospitality which is "treating others with warmth and generosity" and then find people who are warm and generous. Recruit customer service providers you see in action. In reviewing resumes, look for volunteerism, community participation, and team experiences on resumes.
Extend authentic and genuine hospitality in your relationships with frontline associates; understand that hospitality starts in the heart of the house when you greet your first colleague of the day. The higher the level of hospitality excellence guests receive at a hotel, the more vibrant and fun the annual employee holiday party is, guaranteed!
Re-humanize your guests. Make sure associates never refer to guests as their room or table number. Help frontline service providers understand that there is a "story" behind every guest and each is engaged in their own unique travel situation or circumstance.
Report back to the frontline staff on how their actions and attitudes have a positive impact on guest stays. This is especially important for the "heart of the house" staff and also those such as reservations or PBX operators who don't actually meet guests face-to-face.
Eliminate rigid scripting of guest interactions and overly detailed standards that turn staff into robots. Instead, encourage your staff to have real conversations with the real people they call guests.
Celebrate your staff's success. It doesn't take a cash payout or an engraved plaque to show your appreciation. Sometimes a heartfelt "thank you" and dare I say it in today's litigious business world - a hug - can be much more meaningful
Jun 24, 08 2:00 am
By Doug KennedyDespite all the negative publicity we read these days about the erosion of customer service, genuine, authentic hospitality is still being delivered daily by frontline superstars. As a frequent flyer who is sometimes on the road more than off, all too often I'm made to feel like just another customer in queue; another voice on the phone line; another room number calling in requests. More than once I've found myself standing alone in an empty lobby and being asked: "May I help the next guest?" or walking up - luggage in hand - and being greeted with "Checkin' in?"
Yet despite all this talk about service mediocrity these days, I still receive gestures of personalized hospitality excellence, often when I least expect it. Although a lot has been written about creating "Wow" experiences and "Legendary" service to help guests overcome extraordinary circumstances, some of the most meaningful gestures of hospitality are the easiest to create and cost virtually nothing to deliver daily.
For example, I'll never forget my room service waiter Brian at the Don Cesar Hotel who not only took time to listen to the drama of my "how was your trip in?" story, but also before leaving asked "Can I get you some extra pillows or anything else for your room Mr. Kennedy?" At the Loews Philadelphia hotel I was completely shocked when the gift shop clerk handing my late night purchase asked if I might also want a wake-up call! I'm still grateful to Dey, the restaurant captain at Cambridges Beaches in Bermuda, who having been my waiter for several nights in a row called to remind me the (only) restaurant was closing soon. (I had gotten mixed-up by the time change and otherwise would have missed dinner that night since it was off season and everything was closing.)
Then there's entire bellstaff of the Peabody Orlando who still let my kids ride along on the luggage cart despite that they are now 9 and 10 years old! Yet it's not always just the front of the house staff that excels in hospitality excellence. I've also had some of my most memorable service experiences from the heart of the house staff such as Allie my housekeeper at the Hilton Suites at Lexington Green. During my weeklong stay for a summer family vacation she not only worked around my family's crazy schedule, never complaining about our mountain of towels, but she also made sure my daughter's stuffed animal friends each received a chocolate mint with turn-down service!
So why is it that some frontline associates are able to deliver genuine, authentic hospitality in a pro-active way while others languish in mediocrity? More importantly, what can hotel managers do to foster a corporate culture that creates more of these behaviors and actions? Here are some suggestions for helping your frontline staff create these memorable moments of ordinary excellence daily:
Recruit and select those who are hospitable by nature. Start by reading the definition of hospitality which is "treating others with warmth and generosity" and then find people who are warm and generous. Recruit customer service providers you see in action. In reviewing resumes, look for volunteerism, community participation, and team experiences on resumes.
Extend authentic and genuine hospitality in your relationships with frontline associates; understand that hospitality starts in the heart of the house when you greet your first colleague of the day. The higher the level of hospitality excellence guests receive at a hotel, the more vibrant and fun the annual employee holiday party is, guaranteed!
Re-humanize your guests. Make sure associates never refer to guests as their room or table number. Help frontline service providers understand that there is a "story" behind every guest and each is engaged in their own unique travel situation or circumstance.
Report back to the frontline staff on how their actions and attitudes have a positive impact on guest stays. This is especially important for the "heart of the house" staff and also those such as reservations or PBX operators who don't actually meet guests face-to-face.
Eliminate rigid scripting of guest interactions and overly detailed standards that turn staff into robots. Instead, encourage your staff to have real conversations with the real people they call guests.
Celebrate your staff's success. It doesn't take a cash payout or an engraved plaque to show your appreciation. Sometimes a heartfelt "thank you" and dare I say it in today's litigious business world - a hug - can be much more meaningful
Every hotel employee is a sales person
Every hotel employee is a sales person
Jun 24, 08 1:57 am
By Hans Jürgen RüffertDinslaken - What counts most is the first impression. This refers particularly to the front desk in a hotel. That is why the employees on reception should not limit themselves only to a friendly check in and check out. What is important is that every hotel employee is a sales person. ‘Already at reception various possibilities for an additional sale come up', says Hans Jürgen Rüffert from the company Revway. ‘This is particularly essential when the guest started the hunt for the best price on the internet'.
Note regarding an upgrade
Already the receptionist should actively approach the guest and advice him/her about the possibility of an upgrade in a higher room category. Similarly discounts on breakfast, lunch and dinner are possibly available conditional to additional bookings.
Note regarding another booking
Also at reception the decision, whether a guest will come again or not, is being made. Still very seldom at check out is the question about the next reservation being asked. Possible you can offer the guest this benefit.
Request for a feedback
It is highly advisable to ask the guest for a short feedback about his stay at check out. This counts, above all, if the customer made his reservation on the internet. In this way one finds out quickly if the guest liked the stay. You could ask the satisfied guests to publish a positive judgment on a hotel review internet portal.
Each guest is equally important
In many hotels one still differentiates between the guests who made their reservations on the internet and the ones who booked directly at the hotel. The hoteliers neglect the guests who book on the internet because they must pay commission on those reservations to the travel portals. Therefore, these guests are often accommodated in the worst rooms. However, the hotels do not think about the fact, that these guests have paid an even higher room rate in these circumstances.
No prejudices against the guest
Every guest should be treated equally, no matter how he or she looks. One should never draw conclusions on the behavior in the hotel. This is a basic rule which is unfortunately not always followed.
The guests are multipliers. If they liked it in the hotel, they will inform the others about it. Therefore, it is so important to treat all guests equally. You should never take it for granted that the guest will come again.
Jun 24, 08 1:57 am
By Hans Jürgen RüffertDinslaken - What counts most is the first impression. This refers particularly to the front desk in a hotel. That is why the employees on reception should not limit themselves only to a friendly check in and check out. What is important is that every hotel employee is a sales person. ‘Already at reception various possibilities for an additional sale come up', says Hans Jürgen Rüffert from the company Revway. ‘This is particularly essential when the guest started the hunt for the best price on the internet'.
Note regarding an upgrade
Already the receptionist should actively approach the guest and advice him/her about the possibility of an upgrade in a higher room category. Similarly discounts on breakfast, lunch and dinner are possibly available conditional to additional bookings.
Note regarding another booking
Also at reception the decision, whether a guest will come again or not, is being made. Still very seldom at check out is the question about the next reservation being asked. Possible you can offer the guest this benefit.
Request for a feedback
It is highly advisable to ask the guest for a short feedback about his stay at check out. This counts, above all, if the customer made his reservation on the internet. In this way one finds out quickly if the guest liked the stay. You could ask the satisfied guests to publish a positive judgment on a hotel review internet portal.
Each guest is equally important
In many hotels one still differentiates between the guests who made their reservations on the internet and the ones who booked directly at the hotel. The hoteliers neglect the guests who book on the internet because they must pay commission on those reservations to the travel portals. Therefore, these guests are often accommodated in the worst rooms. However, the hotels do not think about the fact, that these guests have paid an even higher room rate in these circumstances.
No prejudices against the guest
Every guest should be treated equally, no matter how he or she looks. One should never draw conclusions on the behavior in the hotel. This is a basic rule which is unfortunately not always followed.
The guests are multipliers. If they liked it in the hotel, they will inform the others about it. Therefore, it is so important to treat all guests equally. You should never take it for granted that the guest will come again.
Tuesday, May 20, 2008
Friday, May 16, 2008
Thursday, May 15, 2008
Hospitality
environmental
scan
Overview of the Hospitality Industry
April 2007
Labour Market Trends
The DEWR Australian Jobs 2005, showed
employment growth of 13.9% or 60,900 new jobs
created in Accommodation, Cafes and Restaurants
in the 5 years to February 2005, with the industry
employing 498,900 people in February 2005. This
puts it in the top 5 growth industries. The report
predicts a projected annual job growth rate of
2.2% pa or 11,700 pa until 2009-10. The same
report indicated job prospects for chefs and cooks
as being very good and good respectively, with
strong future job growth.
There is a high proportion of part-time
employment in the industry with almost half of the
jobs being part-time; in addition there is a growing
trend of casualisation of the work force. 40% of
accommodation in the Accommodation, Cafes and
Restaurants Industry is in regional areas of Australia.
The DEWR Skills in Demand Lists States and
Territories – 2006 shows a statewide shortage
or cooks and chefs in all States and Territories.
Skills Shortages
There are enormous skills shortages in the industry,
which were identifi ed through the National
Industry Skills Initiative and published in “A Recipe
for Change” which indicated that 90% of employers
believe there is a persisting shortage of chefs,
qualifi ed cooks, bakers and pastry cooks. The
same report estimates a shortfall in the number
of cooks and chefs in Australia of around 2000
individuals. Although this report was published in
2001 anecdotal feedback gathered by Restaurant
& Catering Australia indicates that the situation
has not improved, and has indeed deteriorated.
Overview of the Hospitality Industry
The hospitality industry is large and diverse and is normally referred to as the Tourism and Hospitality
Industry. The industry covers sectors such as:
° Restaurants and Cafes
° Hotels
° Clubs
° Meetings and Events
° Tours Operators
° Tours Guides
The hospitality industry is primarily made up of small businesses with 85% of all businesses in the sector
employing fewer than 20 persons. The industry has metropolitan focus, however, this is changing with the
increasing importance of emerging sectors such as food and wine tourism.
The tourism and hospitality industry is an extremely important part of the economy with it accounting for
3.7% of GDP in the 2004/05. With an anticipated annual growth rate to 2015 of 4.3% of inbound tourism and
0.5% increase in domestic tourism the importance of the industry is only set to increase.
Overview of the
Additional research undertaken by Restaurant &
Catering Australia suggests that the shortages
of 2,000 chefs and cooks is likely to be matched
by 2,000 services staff , 2,500 kitchen hands and
1,500 supervisors. “the waiting is over” (a report
commissioned under the National Skills Shortage
Strategy) further supports this claim, where survey
respondents indicated the positions they have
most diffi culty fi lling were those of chefs and
cooks, followed by food and beverage attendants.
Skill Needs in the Industry
The skill needs of the industry are far wider than
the technical skills easily identifi ed. They include
employability skills, such as problem solving,
communication and teamwork. These skills are
critical to the success of small business in such a
rapidly growing industry. New entrants to the
industry need a basic set of threshold technical
skills which will enable them to deliver the level of
service required, however, when asked to rate on
a scale what the most important characteristic are
when recruiting new employees, employers will
inevitably rate attitude and personal presentation
above qualifi cations and experience. The ability of
employees to multi skill is also important from a
small business perspective. In addition, employers
are looking for fl exible sets of skills that can be
tailored to meet the needs of individual businesses.
Challenges faced in engaging young
people
The hospitality industry has a number of barriers
to overcome in engaging young people in the
industry. They include, but are not limited to:
° Young people still have a perception of the
industry as being a job they do while waiting to
get a “real job”;
° Lack of knowledge of career paths and job
outcomes possible in the industry;
° Diffi culty in encouraging those people who
have the correct attributes and attitude to succeed
in the hospitality industry into joining it;
° Lack of promotion of the portability of the skills
learnt in the hospitality industry; and
° Overcoming the perception of unfriendly work
hours for young people, including shift work,
weekends and highly seasonal work in some cases.
Useful websites:
www.chef.org.au
www.careersgateway.serviceskills.com.au
www.restaurantcater.asn.au
www.aha.org.au
For more information please contact:
Karen Jack
National Industry Career Specialist - Services
Industry
Restaurant & Catering Australia
Suite 17, 401 Pacific Hwy
ARTARMON NSW 2064
Phone: 02 9966 0055
Fax: 02 9966 9915
karenj@restaurantcater.asn.au
www.servicesindustryaustralia.com
Australian Jobs 2005 – Department of
Employment and Workplace Relations
Australia’s tourism facts and fi gures at
a glance, October 2006 – Department
of Industry Tourism and Resources
The Business of Eating of Out– An
industry Action Agenda for the
Restaurant & Catering Industry
“A Recipe for Change” – A Department
of Education Science and Training
National Industry Skills Initiative report
“the waiting is over” – A Department of
Education Science and Training National
Skills Shortage Strategy report
The following sources where used
to compile this information:
scan
Overview of the Hospitality Industry
April 2007
Labour Market Trends
The DEWR Australian Jobs 2005, showed
employment growth of 13.9% or 60,900 new jobs
created in Accommodation, Cafes and Restaurants
in the 5 years to February 2005, with the industry
employing 498,900 people in February 2005. This
puts it in the top 5 growth industries. The report
predicts a projected annual job growth rate of
2.2% pa or 11,700 pa until 2009-10. The same
report indicated job prospects for chefs and cooks
as being very good and good respectively, with
strong future job growth.
There is a high proportion of part-time
employment in the industry with almost half of the
jobs being part-time; in addition there is a growing
trend of casualisation of the work force. 40% of
accommodation in the Accommodation, Cafes and
Restaurants Industry is in regional areas of Australia.
The DEWR Skills in Demand Lists States and
Territories – 2006 shows a statewide shortage
or cooks and chefs in all States and Territories.
Skills Shortages
There are enormous skills shortages in the industry,
which were identifi ed through the National
Industry Skills Initiative and published in “A Recipe
for Change” which indicated that 90% of employers
believe there is a persisting shortage of chefs,
qualifi ed cooks, bakers and pastry cooks. The
same report estimates a shortfall in the number
of cooks and chefs in Australia of around 2000
individuals. Although this report was published in
2001 anecdotal feedback gathered by Restaurant
& Catering Australia indicates that the situation
has not improved, and has indeed deteriorated.
Overview of the Hospitality Industry
The hospitality industry is large and diverse and is normally referred to as the Tourism and Hospitality
Industry. The industry covers sectors such as:
° Restaurants and Cafes
° Hotels
° Clubs
° Meetings and Events
° Tours Operators
° Tours Guides
The hospitality industry is primarily made up of small businesses with 85% of all businesses in the sector
employing fewer than 20 persons. The industry has metropolitan focus, however, this is changing with the
increasing importance of emerging sectors such as food and wine tourism.
The tourism and hospitality industry is an extremely important part of the economy with it accounting for
3.7% of GDP in the 2004/05. With an anticipated annual growth rate to 2015 of 4.3% of inbound tourism and
0.5% increase in domestic tourism the importance of the industry is only set to increase.
Overview of the
Additional research undertaken by Restaurant &
Catering Australia suggests that the shortages
of 2,000 chefs and cooks is likely to be matched
by 2,000 services staff , 2,500 kitchen hands and
1,500 supervisors. “the waiting is over” (a report
commissioned under the National Skills Shortage
Strategy) further supports this claim, where survey
respondents indicated the positions they have
most diffi culty fi lling were those of chefs and
cooks, followed by food and beverage attendants.
Skill Needs in the Industry
The skill needs of the industry are far wider than
the technical skills easily identifi ed. They include
employability skills, such as problem solving,
communication and teamwork. These skills are
critical to the success of small business in such a
rapidly growing industry. New entrants to the
industry need a basic set of threshold technical
skills which will enable them to deliver the level of
service required, however, when asked to rate on
a scale what the most important characteristic are
when recruiting new employees, employers will
inevitably rate attitude and personal presentation
above qualifi cations and experience. The ability of
employees to multi skill is also important from a
small business perspective. In addition, employers
are looking for fl exible sets of skills that can be
tailored to meet the needs of individual businesses.
Challenges faced in engaging young
people
The hospitality industry has a number of barriers
to overcome in engaging young people in the
industry. They include, but are not limited to:
° Young people still have a perception of the
industry as being a job they do while waiting to
get a “real job”;
° Lack of knowledge of career paths and job
outcomes possible in the industry;
° Diffi culty in encouraging those people who
have the correct attributes and attitude to succeed
in the hospitality industry into joining it;
° Lack of promotion of the portability of the skills
learnt in the hospitality industry; and
° Overcoming the perception of unfriendly work
hours for young people, including shift work,
weekends and highly seasonal work in some cases.
Useful websites:
www.chef.org.au
www.careersgateway.serviceskills.com.au
www.restaurantcater.asn.au
www.aha.org.au
For more information please contact:
Karen Jack
National Industry Career Specialist - Services
Industry
Restaurant & Catering Australia
Suite 17, 401 Pacific Hwy
ARTARMON NSW 2064
Phone: 02 9966 0055
Fax: 02 9966 9915
karenj@restaurantcater.asn.au
www.servicesindustryaustralia.com
Australian Jobs 2005 – Department of
Employment and Workplace Relations
Australia’s tourism facts and fi gures at
a glance, October 2006 – Department
of Industry Tourism and Resources
The Business of Eating of Out– An
industry Action Agenda for the
Restaurant & Catering Industry
“A Recipe for Change” – A Department
of Education Science and Training
National Industry Skills Initiative report
“the waiting is over” – A Department of
Education Science and Training National
Skills Shortage Strategy report
The following sources where used
to compile this information:
Tuesday, May 13, 2008
Monday, May 12, 2008
Hospitality Industry
Hospitality / Personal Services
This industry category covers hospitality trades as well as retail personal services.
There is a huge range of career opportunities in this category including hotel management, commercial cookery, bakery, hairdressing, massage, community and health care, tourism, sport and recreation, retail, lifeguarding and butchery.This industry beckons to people who have strong communication skills as many roles are focused on customer service and dealing with people.There is also a lot of scope for people to travel with their skills and work in different locations across the world and bringing their experiences back to Australia.Strong employment growth is forecast over the next seven years, and there are current skills shortages particularly in the trade areas of chefs, pastry chefs and hairdressing.The area of community and health care is also growing rapidly, due to the demands of an ageing population and growth in child care needs.
DID YOU KNOW?
These service industries employ more than 2.5 million people, which equates to about one quarter of Australia's population.
Service skills industries have 637,856 core businesses in Australia, ranging from very small to large multinational businesses.
Up to 50 per cent of all young people start their working life in this dynamic industry.
When it comes to the food-based services, Australians spend 37 cents of their food and non-alcoholic beverage dollar on eating out of home. So, there is amazing demand in this area for quality produce and well-trained people with the talents to make the best of that produce - whether in a hotel, a club, child care centre or in their own cafe/restaurant business.
SPOTLIGHT - What careers are there?
Beauty Therapists - provide a wide range of face and body treatments and have a high level of public contact. Their work requires a thorough understanding of the human body, including skin biology, anatomy and physiology, nutrition and cosmetic chemistry.Community care workers - provide services to an aged or disabled person at home or in a community setting. The ultimate goal is to facilitate a state of health, wellbeing and independence appropriate to the client's needs and desires.Florists - prepare floral arrangements such as bouquets, sprays, wreaths or vases of flowers. They also organise the storage, sale and delivery of floral arrangements and may do everything from personal arrangements and wedding flowers to supplying large exhibitions, hotels and department stores. Being surrounded by beautiful things is the great part about working in this field.Hotel Service Managers - manage daily operations in the areas of customer services, food and beverage, gaming, wine or accommodation in a hotel, motel, B&B or similar. There is an emphasis on people and operations supervision with the potential to become a Hotel General Manager or Group Manager in larger hotel chains.
WHERE DO PEOPLE IN THIS INDUSTRY WORK?
Hotels, B&Bs, motels, resorts and cruise ships
Restaurants, cafes and bars
Patisseries, bakeries, catering agencies and function centres
Beauty and hair salons
Travel agencies, tour companies and visitor centres
Aged care and children's facilities and hospitals
Retail businesses in small or major shopping centres
This industry category covers hospitality trades as well as retail personal services.
There is a huge range of career opportunities in this category including hotel management, commercial cookery, bakery, hairdressing, massage, community and health care, tourism, sport and recreation, retail, lifeguarding and butchery.This industry beckons to people who have strong communication skills as many roles are focused on customer service and dealing with people.There is also a lot of scope for people to travel with their skills and work in different locations across the world and bringing their experiences back to Australia.Strong employment growth is forecast over the next seven years, and there are current skills shortages particularly in the trade areas of chefs, pastry chefs and hairdressing.The area of community and health care is also growing rapidly, due to the demands of an ageing population and growth in child care needs.
DID YOU KNOW?
These service industries employ more than 2.5 million people, which equates to about one quarter of Australia's population.
Service skills industries have 637,856 core businesses in Australia, ranging from very small to large multinational businesses.
Up to 50 per cent of all young people start their working life in this dynamic industry.
When it comes to the food-based services, Australians spend 37 cents of their food and non-alcoholic beverage dollar on eating out of home. So, there is amazing demand in this area for quality produce and well-trained people with the talents to make the best of that produce - whether in a hotel, a club, child care centre or in their own cafe/restaurant business.
SPOTLIGHT - What careers are there?
Beauty Therapists - provide a wide range of face and body treatments and have a high level of public contact. Their work requires a thorough understanding of the human body, including skin biology, anatomy and physiology, nutrition and cosmetic chemistry.Community care workers - provide services to an aged or disabled person at home or in a community setting. The ultimate goal is to facilitate a state of health, wellbeing and independence appropriate to the client's needs and desires.Florists - prepare floral arrangements such as bouquets, sprays, wreaths or vases of flowers. They also organise the storage, sale and delivery of floral arrangements and may do everything from personal arrangements and wedding flowers to supplying large exhibitions, hotels and department stores. Being surrounded by beautiful things is the great part about working in this field.Hotel Service Managers - manage daily operations in the areas of customer services, food and beverage, gaming, wine or accommodation in a hotel, motel, B&B or similar. There is an emphasis on people and operations supervision with the potential to become a Hotel General Manager or Group Manager in larger hotel chains.
WHERE DO PEOPLE IN THIS INDUSTRY WORK?
Hotels, B&Bs, motels, resorts and cruise ships
Restaurants, cafes and bars
Patisseries, bakeries, catering agencies and function centres
Beauty and hair salons
Travel agencies, tour companies and visitor centres
Aged care and children's facilities and hospitals
Retail businesses in small or major shopping centres
Thursday, May 8, 2008
Tuesday, May 6, 2008
Monday, May 5, 2008
Tuesday, April 29, 2008
Monday, April 28, 2008
Thursday, April 24, 2008
Saturday, April 19, 2008
Thursday, April 17, 2008
Wednesday, April 16, 2008
Departure procedures
Organise guest departure
Overview 2
Departure reports 3
Understay 4
Overstay 4
Skippers 4
Check out guest 6
Group departure 6
FIT, travel agent, corporate 6
Express checkout 10
Posting additional charges 11
Paid outs and refunds 12
Offer guest service 14
Appendix: Source docket 15
Overview
It is important to treat the guest as efficiently and friendly at the time of departure as at the time of arrival. Last impressions are lasting impressions. This is the last chance to correct any errors the hotel has made and to deal with guest complaints. These resources include:
· reviewing departure report
· posting to guest folios
· printing guest folios
· offering guest assistance
Departure reports
The departure report lists all guests who have indicated they wish to depart on the day for which the report is prepared. The listing can be either by room number order of alphabetical by guest name.
Reports are distributed to various departments such as:
· housekeeping
· porters/concierge
· food and beverage
· communications,
to assist with:
· staffing/planning
· organising luggage
· organising transport
· preparing meals.
Sally
Departure reports are printed at the beginning of the morning shift; it lists all guests due to depart that day and may also have a departure time listed. This report helps not just the reception but also housekeeping, porters / concierge, communications and food and beverage.
These departments require the report to assist with planning daily duties, rostering, organising luggage / transport, and food preparation.
It sometimes occurs that guests will depart earlier than the stated departure date (understay) or extends their stay past the current departure date (overstay). The other type of departure that you may unfortunately have to deal with is the ‘skipper’ – someone that leaves the establishment without paying their account.
Understay
There are various reasons that a guest may need to check out before their due departure date. If this is the case:
· Ask the guest if they have enjoyed their stay – this ensures that they are not leaving through a fault of the establishment.
· Advise housekeeping immediately – the room attendant must clean the room as a check out not a service.
· Check MOP and process check out as normal.
· If the guest paid using a prepaid voucher there is no refund over desk – the guest must contact their travel agent to arrange a refund.
Overstay
There are various reasons that a guest may want to extend their stay and there are a few things to do in this situation.
· Check availability – a guest’s stay can only be extended if rooms are available.
· If guest’s room is unavailable suggest other available room types – the guest may be able to extend, however they may need to be moved to another room.
· If a room move is required offer assistance with luggage – if the guest accepts a room move they may be moved by housekeeping or porters.
· Adjust guest folio and check MOP – change the room number on the guest registration card and file appropriately, check and update their method of payment as necessary.
· Inform housekeeping and telephonist – the room attendant needs to clean the room as a service not a departure and the telephonist must be made aware of the changes to be able to direct calls and messages to the guest if necessary.
Skippers
Sometimes a guest may leave the hotel without checking out at the front desk or without paying the account. This is not always done on purpose or to cheat the hotel.
Some of the reasons could be:
· the account has been pre-paid
· the account is to be charged to a company and the guest does not realise a signature is required
· the guest forgot about the extras account
· the guest takes advantage of the express check out facilities
· the hotel has an imprint of the credit card and the guest does not realise a signature is required
A guest who leaves without paying the account on purpose is called a skipper. After you have made sure none of the above reasons apply, take the following steps:
1 request duty manager, porter or housekeeping supervisor to check room
2 notify front office manager
3 police notified
4 skipper profile broadcast to other hotels
5 finalise the account and charge to city ledger (bad debts) .
Check out guest
Although all guests should be treated to the same courteous and warm farewell each guest type has different requirements when departing.
Guests may check out several ways including:
· at the reception desk
· express check out
· using in room facilities.
Most guests check out at reception. They tend to all check out at a similar time, making it an extremely busy time of the day. Once again, organisation plays a major role in the success of this procedure. The guests departing during the shift may be Fully Independent Travellers (FITs), corporate, part of a group or holiday makers (travel agent bookings).
Group departure
Groups usually have pre paid their room and some meals to the tour company prior to arrival. This means that they do not have to pay for this at checkout as they are transferred to a master account and an invoice sent to the tour company for payment. They do however have to pay their incidental charges for services such as phone calls and mini bar.
On departure all group members must pay their own incidental charges and the group master, bearing all the charges for the wholesale travel agent, is checked out to city ledger. The tour leader will usually come to the reception desk to check the charges and ensure that all guests have settled their incidental charges. Some establishments will not load all luggage unless all incidental charges have been settled.
It is important to remember to recover all keys at time of departure.
FIT, travel agent, corporate
FIT, travel agent and corporate guests may settle their account by varying methods of payment- either the whole account (master), or part of an account (incidentals). They may also have certain criteria about not seeing the master account (travel agent) or having to sign it (corporate). However the process for all departures is similar:
· greet guest
· collect relevant paperwork
· ask for any outstanding charges
· present account to guest
· correct any errors
· collect payment
· settle account
· issue receipt
· collect guest keys
· safety deposits
· forward reservation
· arrange transportation
· co-ordination of luggage
· record and action messages and mail
· farewell guest
· finalise paperwork.
FITs may check out by paying cash, credit card or cheque
Travel agent
When we talk about travel agent bookings we are actually referring to people who have booked their accommodation through a travel agent. Usually they have prepaid their accommodation and some meals. They do have to pay their incidental charges including phone calls and mini bar
It is extremely important that the guest is NEVER shown a copy of the master folio. The rate they paid to the travel agent may vary from the rate shown on the master folio due to commission paid to the travel agent.
Corporate
Corporate bookings are sometimes referred to as company bookings. These are usually made either by the person themselves or a representative of the company. The guest may check out paying by a corporate credit card, supplied by the company or by company charge back authority. The charge back may include part or all charges. If only partial charges, the guest must settle incidental charges on departure.
The guest should always sign the copy of the master folio being charged back to the company.
Activity 1
In this activity you will develop your dialogue with a guest during the check out procedure for FITs, travel agents and corporate guests.
Guest departure procedure
Steps
Key points
Your dialogue
Greet guest
Establish room number.
Ask about stay and respond to any complaints and comments.
Collect relevant paperwork
Collect all relevant paperwork from guest ledger.
View and verify correct.
Present account to guest
Explain charges.
Do not present master account to guest pre paid to travel agent, present extras account only.
Ask for any outstanding charges
Ask if guest had any late charge not on the account:
-Mini Bar
- Breakfast
- Telephone
Correct any
errors
Apologise only, do not justify.
Collect payment
Ask the guest if the method of payment is correct
Settle account
Finalise (settle) the account and bring total to zero
Issue receipt
Hand the finalised copy of the account to the guest including any credit card sales voucher copies. Neatly attach all paperwork to the account.
Collect guest keys
For security reasons it is important to make sure that the guest does not take the key.
Safety deposits
Ask the guest if the safety deposit facilities were used, return the valuables, obtain signature and key.
Forward reservations
The guest may ask for a forward reservation for the next stop on the journey. If possible, offer assistance.
Arrange transportation
Ask the guest if you can assist with organising transport.
Co-ordination of luggage
The guest’s luggage may need to be collected from the room or stored for a few hours or days.
Record and action messages and mail
If the guest wishes to have mail and messages forwarded to the next address, take the details.
Farewell guest
Make guest feel important and express the hope that the guest will return to the hotel. React to any adverse or positive remarks.
Finalise paperwork
Complete and file all paperwork as required
by hotel management
Express checkout
Express checkout occurs when the guest signs an authority slip, usually supplied with the key envelope, to allow the establishment to charge their credit card and forward a receipt to the guest. The guest drops this authority into the express check out box at reception as they leave the hotel. This way there is no delay on departure. The cashier at quiet times during their shift checks the express checkout box, processes the check out and forwards the receipt to the guest. The issue with this kind of check out is that if there are any discrepancies with the guest folio, the guest will not know about these until they receive their copy of the folio.
Any account that is not paid on departure such as Travel Agent Vouchers or Company Charge Back are checked out to the City Ledger or Debtor Account.
This enables the accounts department to issue an invoice for payment.
Any skipper are also checked out to City Ledger as the money needs to be recouped from the guest or written off at the end of the financial year.
Activity 2
What are your thoughts on the advantages and disadvantages of express checkouts.
Posting additional charges
When guests are departing there may be last minute charges that may have to be added to their account. This is called posting and must be done accurately.
These charges can include:
· mini bar
· breakfast
Most establishments now operate with computer systems. Charges to guest folios are automatically posted for accommodation and such services as telephone calls, restaurant and bar charges. RPDs (Revenue producing departments - i.e. restaurant, telephones) post these to the PMS using an interfaced network system. Folios are generated on departure for the guest to show all charges and payments received.
Every transaction posted to an account requires proof (source document). In the case of restaurant and bar charges, the front desk receives the signed docket (invoice) from the restaurant to charge to the guest account. In the case of a fully integrated computer system with POS (point of sale) terminals, the charges are posted to guest accounts on line from the POS terminal in each RPD. However, the cashier's summary and all invoices are sent to reception and the signed dockets are held at the front desk with other guest information until the guest checks out.
Sally
When a guest comes to the desk to check out we ask if they had anything from the mini bar last night or this morning. They may have a completed mini bar tab from their room or they can complete one at reception.
Occasionally we also post late breakfast charges, this could be if the restaurant is extremely busy and has not had time to complete the postings or if the interface system is not operating.
Paid outs and refunds
Sometimes a guest may request money to be paid out on their behalf, such as for a taxi or theatre ticket. This is called a paid out. The money is paid out from the cashiers float and the charge posted to the guest account. The guest then settles this on departure when they pay their bill.
You may also find that payments have to be refunded on departure when the guest has not used all of the security deposit paid on arrival. In both instances no docket or invoice may be available so a cashier’s voucher must be raised to accompany the transaction. This is also the case if the GSA has made a posting error.
In the instance of a ‘paid out’ or ‘refund’ the guest should sign the voucher. In the case of a correction or adjustment, the transaction must be authorised by management.
Remember that for each posting you must have a source document.
Activity 3: Prepare ‘paid out’ and ‘refund vouchers’
This activity requires you to complete paid out and refund source documents and calculate the banking for the day.
You are working at the Stuart Beachside Resort as Front Office Cashier. During this morning's shift, the following transactions have occurred:
Room
Guest name
Transaction
Amount
103
Plotter Mr/s
Refund prepayment
$83.00
405
Clerk Ms H
Pay out for taxi
$17.00
310
Forest Mrs P
Postal charges paid out
$11.80
708
Blake Ms L
Courier payment
$27.50
609
Mulch Mr/s S
Theatre tickets
$240.00
405
Clerk Ms H
Vending machine (cigs)
$10.00
All transactions have been authorised by the Front Office Manager, Ms Maria Pedant.
1 Prepare the appropriate vouchers for each transaction.
2 Calculate your shift banking (by adding all vouchers together and subtracting them from the total banking).
At the end of your shift your gross banking should be $5600.50
After deducting your refunds/pay outs $________
Your net banking should be $________
Go to the Appendix to find blank Source docket
Offer guest service
On departure guests may require assistance with future bookings, luggage, transport or instructions for expected mail and messages. You must be aware of how to carry out these tasks, so that the departure experience is a positive one and makes the guests wish to return.
The guest should be reminded about the use of in house safes or safety deposit boxes so their belongings are not left behind. If they are expecting any mail or messages details should be taken for onward delivery.
Sally
When a guest comes to the desk to check out, we ask if they have anything in the safety deposit box or have used the in room safe. This is to jog their memory as they may have a lot on their minds at this time and we don’t want them to leave behind any valuables.
This is also a time when we can sell other hotels in our chain by enquiring where the guest is heading. If they say they are travelling on, you may be able to make a booking for them within your hotel chain in another town or city.
We should always remember to offer the guest assistance with their luggage and transport requirements. If the guest leaves forwarding information for mail or messages we must make sure this is recorded in the relevant area.
Activity 4: Guest services
What are three services that should be offered to a guest on departure.
Appendix: Source docket
Copy as needed
Cashier's Voucher
Guest Name
Room/Account #
Explanation
Amount
$
Type of Transaction:
o Correction o Refund o Paid Out
o Commission o Transfer o Adjustment
Date: Cashier:
Authorised:
Refund/Paid Out received:
Overview 2
Departure reports 3
Understay 4
Overstay 4
Skippers 4
Check out guest 6
Group departure 6
FIT, travel agent, corporate 6
Express checkout 10
Posting additional charges 11
Paid outs and refunds 12
Offer guest service 14
Appendix: Source docket 15
Overview
It is important to treat the guest as efficiently and friendly at the time of departure as at the time of arrival. Last impressions are lasting impressions. This is the last chance to correct any errors the hotel has made and to deal with guest complaints. These resources include:
· reviewing departure report
· posting to guest folios
· printing guest folios
· offering guest assistance
Departure reports
The departure report lists all guests who have indicated they wish to depart on the day for which the report is prepared. The listing can be either by room number order of alphabetical by guest name.
Reports are distributed to various departments such as:
· housekeeping
· porters/concierge
· food and beverage
· communications,
to assist with:
· staffing/planning
· organising luggage
· organising transport
· preparing meals.
Sally
Departure reports are printed at the beginning of the morning shift; it lists all guests due to depart that day and may also have a departure time listed. This report helps not just the reception but also housekeeping, porters / concierge, communications and food and beverage.
These departments require the report to assist with planning daily duties, rostering, organising luggage / transport, and food preparation.
It sometimes occurs that guests will depart earlier than the stated departure date (understay) or extends their stay past the current departure date (overstay). The other type of departure that you may unfortunately have to deal with is the ‘skipper’ – someone that leaves the establishment without paying their account.
Understay
There are various reasons that a guest may need to check out before their due departure date. If this is the case:
· Ask the guest if they have enjoyed their stay – this ensures that they are not leaving through a fault of the establishment.
· Advise housekeeping immediately – the room attendant must clean the room as a check out not a service.
· Check MOP and process check out as normal.
· If the guest paid using a prepaid voucher there is no refund over desk – the guest must contact their travel agent to arrange a refund.
Overstay
There are various reasons that a guest may want to extend their stay and there are a few things to do in this situation.
· Check availability – a guest’s stay can only be extended if rooms are available.
· If guest’s room is unavailable suggest other available room types – the guest may be able to extend, however they may need to be moved to another room.
· If a room move is required offer assistance with luggage – if the guest accepts a room move they may be moved by housekeeping or porters.
· Adjust guest folio and check MOP – change the room number on the guest registration card and file appropriately, check and update their method of payment as necessary.
· Inform housekeeping and telephonist – the room attendant needs to clean the room as a service not a departure and the telephonist must be made aware of the changes to be able to direct calls and messages to the guest if necessary.
Skippers
Sometimes a guest may leave the hotel without checking out at the front desk or without paying the account. This is not always done on purpose or to cheat the hotel.
Some of the reasons could be:
· the account has been pre-paid
· the account is to be charged to a company and the guest does not realise a signature is required
· the guest forgot about the extras account
· the guest takes advantage of the express check out facilities
· the hotel has an imprint of the credit card and the guest does not realise a signature is required
A guest who leaves without paying the account on purpose is called a skipper. After you have made sure none of the above reasons apply, take the following steps:
1 request duty manager, porter or housekeeping supervisor to check room
2 notify front office manager
3 police notified
4 skipper profile broadcast to other hotels
5 finalise the account and charge to city ledger (bad debts) .
Check out guest
Although all guests should be treated to the same courteous and warm farewell each guest type has different requirements when departing.
Guests may check out several ways including:
· at the reception desk
· express check out
· using in room facilities.
Most guests check out at reception. They tend to all check out at a similar time, making it an extremely busy time of the day. Once again, organisation plays a major role in the success of this procedure. The guests departing during the shift may be Fully Independent Travellers (FITs), corporate, part of a group or holiday makers (travel agent bookings).
Group departure
Groups usually have pre paid their room and some meals to the tour company prior to arrival. This means that they do not have to pay for this at checkout as they are transferred to a master account and an invoice sent to the tour company for payment. They do however have to pay their incidental charges for services such as phone calls and mini bar.
On departure all group members must pay their own incidental charges and the group master, bearing all the charges for the wholesale travel agent, is checked out to city ledger. The tour leader will usually come to the reception desk to check the charges and ensure that all guests have settled their incidental charges. Some establishments will not load all luggage unless all incidental charges have been settled.
It is important to remember to recover all keys at time of departure.
FIT, travel agent, corporate
FIT, travel agent and corporate guests may settle their account by varying methods of payment- either the whole account (master), or part of an account (incidentals). They may also have certain criteria about not seeing the master account (travel agent) or having to sign it (corporate). However the process for all departures is similar:
· greet guest
· collect relevant paperwork
· ask for any outstanding charges
· present account to guest
· correct any errors
· collect payment
· settle account
· issue receipt
· collect guest keys
· safety deposits
· forward reservation
· arrange transportation
· co-ordination of luggage
· record and action messages and mail
· farewell guest
· finalise paperwork.
FITs may check out by paying cash, credit card or cheque
Travel agent
When we talk about travel agent bookings we are actually referring to people who have booked their accommodation through a travel agent. Usually they have prepaid their accommodation and some meals. They do have to pay their incidental charges including phone calls and mini bar
It is extremely important that the guest is NEVER shown a copy of the master folio. The rate they paid to the travel agent may vary from the rate shown on the master folio due to commission paid to the travel agent.
Corporate
Corporate bookings are sometimes referred to as company bookings. These are usually made either by the person themselves or a representative of the company. The guest may check out paying by a corporate credit card, supplied by the company or by company charge back authority. The charge back may include part or all charges. If only partial charges, the guest must settle incidental charges on departure.
The guest should always sign the copy of the master folio being charged back to the company.
Activity 1
In this activity you will develop your dialogue with a guest during the check out procedure for FITs, travel agents and corporate guests.
Guest departure procedure
Steps
Key points
Your dialogue
Greet guest
Establish room number.
Ask about stay and respond to any complaints and comments.
Collect relevant paperwork
Collect all relevant paperwork from guest ledger.
View and verify correct.
Present account to guest
Explain charges.
Do not present master account to guest pre paid to travel agent, present extras account only.
Ask for any outstanding charges
Ask if guest had any late charge not on the account:
-Mini Bar
- Breakfast
- Telephone
Correct any
errors
Apologise only, do not justify.
Collect payment
Ask the guest if the method of payment is correct
Settle account
Finalise (settle) the account and bring total to zero
Issue receipt
Hand the finalised copy of the account to the guest including any credit card sales voucher copies. Neatly attach all paperwork to the account.
Collect guest keys
For security reasons it is important to make sure that the guest does not take the key.
Safety deposits
Ask the guest if the safety deposit facilities were used, return the valuables, obtain signature and key.
Forward reservations
The guest may ask for a forward reservation for the next stop on the journey. If possible, offer assistance.
Arrange transportation
Ask the guest if you can assist with organising transport.
Co-ordination of luggage
The guest’s luggage may need to be collected from the room or stored for a few hours or days.
Record and action messages and mail
If the guest wishes to have mail and messages forwarded to the next address, take the details.
Farewell guest
Make guest feel important and express the hope that the guest will return to the hotel. React to any adverse or positive remarks.
Finalise paperwork
Complete and file all paperwork as required
by hotel management
Express checkout
Express checkout occurs when the guest signs an authority slip, usually supplied with the key envelope, to allow the establishment to charge their credit card and forward a receipt to the guest. The guest drops this authority into the express check out box at reception as they leave the hotel. This way there is no delay on departure. The cashier at quiet times during their shift checks the express checkout box, processes the check out and forwards the receipt to the guest. The issue with this kind of check out is that if there are any discrepancies with the guest folio, the guest will not know about these until they receive their copy of the folio.
Any account that is not paid on departure such as Travel Agent Vouchers or Company Charge Back are checked out to the City Ledger or Debtor Account.
This enables the accounts department to issue an invoice for payment.
Any skipper are also checked out to City Ledger as the money needs to be recouped from the guest or written off at the end of the financial year.
Activity 2
What are your thoughts on the advantages and disadvantages of express checkouts.
Posting additional charges
When guests are departing there may be last minute charges that may have to be added to their account. This is called posting and must be done accurately.
These charges can include:
· mini bar
· breakfast
Most establishments now operate with computer systems. Charges to guest folios are automatically posted for accommodation and such services as telephone calls, restaurant and bar charges. RPDs (Revenue producing departments - i.e. restaurant, telephones) post these to the PMS using an interfaced network system. Folios are generated on departure for the guest to show all charges and payments received.
Every transaction posted to an account requires proof (source document). In the case of restaurant and bar charges, the front desk receives the signed docket (invoice) from the restaurant to charge to the guest account. In the case of a fully integrated computer system with POS (point of sale) terminals, the charges are posted to guest accounts on line from the POS terminal in each RPD. However, the cashier's summary and all invoices are sent to reception and the signed dockets are held at the front desk with other guest information until the guest checks out.
Sally
When a guest comes to the desk to check out we ask if they had anything from the mini bar last night or this morning. They may have a completed mini bar tab from their room or they can complete one at reception.
Occasionally we also post late breakfast charges, this could be if the restaurant is extremely busy and has not had time to complete the postings or if the interface system is not operating.
Paid outs and refunds
Sometimes a guest may request money to be paid out on their behalf, such as for a taxi or theatre ticket. This is called a paid out. The money is paid out from the cashiers float and the charge posted to the guest account. The guest then settles this on departure when they pay their bill.
You may also find that payments have to be refunded on departure when the guest has not used all of the security deposit paid on arrival. In both instances no docket or invoice may be available so a cashier’s voucher must be raised to accompany the transaction. This is also the case if the GSA has made a posting error.
In the instance of a ‘paid out’ or ‘refund’ the guest should sign the voucher. In the case of a correction or adjustment, the transaction must be authorised by management.
Remember that for each posting you must have a source document.
Activity 3: Prepare ‘paid out’ and ‘refund vouchers’
This activity requires you to complete paid out and refund source documents and calculate the banking for the day.
You are working at the Stuart Beachside Resort as Front Office Cashier. During this morning's shift, the following transactions have occurred:
Room
Guest name
Transaction
Amount
103
Plotter Mr/s
Refund prepayment
$83.00
405
Clerk Ms H
Pay out for taxi
$17.00
310
Forest Mrs P
Postal charges paid out
$11.80
708
Blake Ms L
Courier payment
$27.50
609
Mulch Mr/s S
Theatre tickets
$240.00
405
Clerk Ms H
Vending machine (cigs)
$10.00
All transactions have been authorised by the Front Office Manager, Ms Maria Pedant.
1 Prepare the appropriate vouchers for each transaction.
2 Calculate your shift banking (by adding all vouchers together and subtracting them from the total banking).
At the end of your shift your gross banking should be $5600.50
After deducting your refunds/pay outs $________
Your net banking should be $________
Go to the Appendix to find blank Source docket
Offer guest service
On departure guests may require assistance with future bookings, luggage, transport or instructions for expected mail and messages. You must be aware of how to carry out these tasks, so that the departure experience is a positive one and makes the guests wish to return.
The guest should be reminded about the use of in house safes or safety deposit boxes so their belongings are not left behind. If they are expecting any mail or messages details should be taken for onward delivery.
Sally
When a guest comes to the desk to check out, we ask if they have anything in the safety deposit box or have used the in room safe. This is to jog their memory as they may have a lot on their minds at this time and we don’t want them to leave behind any valuables.
This is also a time when we can sell other hotels in our chain by enquiring where the guest is heading. If they say they are travelling on, you may be able to make a booking for them within your hotel chain in another town or city.
We should always remember to offer the guest assistance with their luggage and transport requirements. If the guest leaves forwarding information for mail or messages we must make sure this is recorded in the relevant area.
Activity 4: Guest services
What are three services that should be offered to a guest on departure.
Appendix: Source docket
Copy as needed
Cashier's Voucher
Guest Name
Room/Account #
Explanation
Amount
$
Type of Transaction:
o Correction o Refund o Paid Out
o Commission o Transfer o Adjustment
Date: Cashier:
Authorised:
Refund/Paid Out received:
Hotel safety tips for Travellers
Hotel Safety Tips For Travelers
Before your trip
Copy all credit cards, airline tickets, passports and important documents, front and back.
Jewelry and luggage and all valuables should be photographed prior to trip.
What to look for in a safe hotel:
If possible, select a hotel with has installed modern electronic guest room locks. The majority of these locks automatically change the lock combination with every new guest so there is little chance of someone having a duplicate key to your room. If you lose or misplace your key, ask to have your room re-keyed immediately.
Is each room equipped with a dead bolt lock and a peephole?
Fire sprinklers in hotel rooms, hallways, and meeting rooms likewise for smoke detectors. If each room is not equipped with a smoke detector, are sprinklers systems installed in the hallways or is your only hope the local fire department.
Each room telephone should allow outside dialing.
Guest phones located in hallways and lobbies should not allow direct room dialing. Anyone using the phone should have to call the operator and request a room by guest name, not room number.
Secure locks on windows and adjoining doors.
Well-lit interior hallways, parking structures and grounds.
Hotels that have limited access to hotel structure, generally the more limited the access; the less likely a trespasser will enter.
The parking garage should not have elevators taking passengers to guest floors. It should only go to the lobby.
When arriving and checking into your hotel room
If you arrive in a bus or cab, stay with your luggage until it is brought into the hotel lobby.
Keep a close eye on your luggage, purse, etc when checking in.
If the lobby is busy, thieves will often take advantage of the distractions to take your things with them.
If you are staying in an older room which still has the older guest door locks with metal key, one of first signs of how a hotel treats the issue of security is to observe how hotel room keys are controlled. If it is checkout time and a pile of metal room keys are laying on the front desk, the hotel is not too concerned about your security. Anyone can take and key laying on the desk. This is not a big concern if the hotel is using electronic key cards but is if the metal keys have the room number embossed on it. You will find this more prevalent overseas.
Ask the front desk personnel not to announce your room number. Rather, tell them to write it down or point to it. If the desk clerk should do this, explain the problem and asked to be given another room. You never know who is listening. Your room number is a matter of security, and the fewer people that know your whereabouts, the better. There’s no need to announce it to the entire hotel lobby.
When registering, sign only your last name and first initial. Don’t use titles or degrees. Makes it harder to determine gender, marital status or profession. If you are a women traveling alone, you might consider booking your room as Mr. and Mrs.
Don't leave your credit card lying on the check-in counter while you complete your registration. Also make sure the credit card that is handed back to you by the hotel clerk is really yours.
Instruct the desk not to give out your name and room number and ask for them to call you if someone inquires about you.
Immediately upon check in, get two business cards or matchbooks with the hotel name and address on them. Place one by the phone in the room so you know where you are and keep the other on you when you leave so you know where to come back to. If you get lost, you have the address and phone number handy. There is nothing more frustrating than telling a cab driver to take you to the "Marriott" and they ask which one?? That could be one very expensive cab ride. Or if you are in a country where you don’t speak the language, you can simply show a taxi driver the matchbook, and you’re on your way back to the hotel.
Room Selection
Maximize safety and security. Select a room located between the 4 and 6th floor Avoid rooms above the sixth floor--the maximum height that fire-department ladders can reach. For some fire departments overseas, and within the United States, they do not have equipment to reach hotel floors above the 6th floor
Whenever possible do not except a hotel on the ground floor that has doors and windows that open to the outside. Hotels with interior hallways tend to be generally safer. For security in motels, avoid ground floor rooms off the parking lot. If you can't get a room on a higher level, take one facing the interior courtyard.
Guestrooms that are as close to the elevators as possible are safest, but tend to be noisier. You might also want to find out if the room is located next to a vending area, those also tend to be noisy.
Elevator safety
Women should be accompanied to hotel room and room should be checked
Observe all passengers in elevators
It is wise to board last and select floor buttons last
If possible position yourself near the elevator control panel and if attacked, push as many floor buttons as possible. Keep your back to the sidewall.
If someone suspicious boards an elevator, exit as soon as possible.
When checking into your hotel room
After checking into a room, examine the following:
Examine the guest room lock and be sure it is functioning properly.
The closets and bathrooms are checked to make sure no one is hiding.
All windows and outside doors are checked to insure they lock and operate properly
The lock on the adjoining door is checked to insure it is locked and works
The telephone is checked and you know how to make a outside call
Look for information in room about fire safety and read to become familiar with nearest fire exit / stairway. Locate nearest fire exit. Find one at each end of the hallway. How many doors away? Does the door open easily? Are the exit signs illuminated? If the lights are out, be helpful and contact the front desk to let them know. Is the stairwell clear of debris? Make a note on the back of the business card that you place by your bed noting the number of doors away to the emergency exit, in each direction, and the location of the fire extinguisher and fire pull box.
When you enter your hotel room, make sure the door closes securely and that the deadbolt works. Keep the deadbolt and safety bar on at all time. It cannot be stressed enough that you should never prop your hotel room door open. Anyone could walk in.
Place your room key in the same place every time, preferably close to the bed.
If you have to leave the room in a hurry due to an emergency, you won't have time to be searching for your key. Also, you'll need the key to get back into the room.
When inside a hotel room, for whatever length of time always use the deadbolt. If the room does not a dead bolt or heavy-duty security clasp but has a chain, twist it to take up the slack before latching it.
The door to your room must never be opened by anyone unless the guest is absolutely known.
If you receive a phone call to your room and the person states they are with the hotel and need to come to your room and repair something, use caution. Always get the employees name and call the front desk to verify that it was a legitimate employee who called you and they do in fact need to come to your room. Some criminals are known to where hotel uniforms or pose a plainclothes security. The best bet is to be your own security guard. No matter how effective hotel security is, it can't think of everything.
If you want to test the hotel, call the switchboard from a house phone and ask for yourself. Tell the operator you are not sure of the room number. If the answer is, "She's in room 203," this is not a good sign. The correct answer is, "I'll connect you." Good security requires that the hotel switchboard not give out room numbers and the best hotels strictly adhere to this policy.
When inside your room, use a door swedge when sleeping or in the shower. This may seem a little overkill but overseas, hotel burglars have been know to frequent hotels that use standard metal room keys that are easy to obtain. Unfortunately many hotels do not change the locks to the doors when the keys are lost, the criminals know that many of the hotel rooms might contain valuables of the presumed wealthy western traveler from the United States. Some of the crooks are very bold. They have been know to listen to the room door to see if you are in the shower. If you are they enter your room with the spare key (because no secondary door lock) and removes your wallet, purse, or laptop. If someone else is in the room the crook is in a suit and says “sorry, the front desk gave me this key.” By employing a door swedge will keep out these sly crooks and will could an alarm if attempted. See our products page for one of these devices.
Never leave your key in the lock inside your room (some hotels in third world countries still have these). they can be pushed out from the other side with a pin. The crooks simply slides a piece of newspaper under the door, the key drops on the paper and the crook slide the paper and the key back under the door.
Place that all-important flashlight next to your bed.
It's much too dangerous to be stumbling around in a dark hotel in the middle of the night if the electricity goes out. Also, if you have to evacuate in the event of a fire, the flashlight will help guide you down a smoke filled hallway.
Remember, if there is a fire or other such emergency, you are pretty much on your own to evacuate yourself, especially at night. What you learn in the few minutes it takes you to orient yourself to your room and the surrounding areas could mean the difference between life and death
If you loose your key, ask for a new room or have the lock or electronic key card changed.
When you leave your hotel room for the day or evening
When you leave your room, always leave the television on.
Ask maid to make your room up during breakfast. Place “Do not disturb" sign on door. If you want maid service, call to housekeeping and tell them to make up the room but leave the sign on the door. The sign is valuable when you aren't in the room because it gives the impression you are still inside.
At night, leave a light on and drapes should be partially opened as if someone was inside.
Always use the security vault in hotel. The in-room safe is adequate sometimes. The ones least recommended are those that take standard keys (usually overseas). Preferred are those that have an electronic combination lock. The front desk deposit boxes are usually safer but more inconvenient.
Don't display you guest room key in public or even inside the hotel or at the swimming pool. Crook have known to walk by casually, observe the number in the key if stamped on it and make false charges in the hotel restaurant, bar or store and using your room number.
What to take with you when leaving your hotel room
Take a minimum of cash, and only enough travelers checks for that outing.
Carry “bait money” for potential thieves.
Wear minimum jewelry, especially women. Women, wear only a simple wedding band in lieu of a diamond ring. Remember in some foreign cities and even some area within the United States, a diamond ring might be worth what a criminal might earn in a year. Remove the temptation!
Keep credit cards and t/checks in separate pockets.
Laptop safety while staying in a in hotel room
Laptop computers or other expensive items can be easily stolen from hotel rooms. The only way to protect them is to leave them at the front desk in a safety deposit box or to secure them in your room. If you want to take the easy way by leaving them in your room (most of us do) use a security cable to a fixed object in the hotel. I always attach my laptop to the pipe under the sink in the bathroom when my laptop is left in the hotel room for several hours. Think about it. Would you leave your wallet or purse sitting on the table in the middle of your room? Usually not, but you would leave a $3,500 laptop sitting there! Which is more valuable?
Hotel parking lots
If you valet park your car at the hotel, and valet driver puts a card on your dash, make sure it does not have your room number, always keep it private.
Always walk in numbers at night, especially in hotel parking lots
Do not leave valuables in your vehicle. Crooks know that rental cars contain items of value.
Park as close to an exit as possible.
When approaching a car, always have keys in hand.
Women should keep purses close to their bodies not loose around or dandling off a shoulder. Keep it in front of you with a hand on top of it. Do not feel awkward to ask for an escort to your car. It is recommended to use the valet service at night.
Before your trip
Copy all credit cards, airline tickets, passports and important documents, front and back.
Jewelry and luggage and all valuables should be photographed prior to trip.
What to look for in a safe hotel:
If possible, select a hotel with has installed modern electronic guest room locks. The majority of these locks automatically change the lock combination with every new guest so there is little chance of someone having a duplicate key to your room. If you lose or misplace your key, ask to have your room re-keyed immediately.
Is each room equipped with a dead bolt lock and a peephole?
Fire sprinklers in hotel rooms, hallways, and meeting rooms likewise for smoke detectors. If each room is not equipped with a smoke detector, are sprinklers systems installed in the hallways or is your only hope the local fire department.
Each room telephone should allow outside dialing.
Guest phones located in hallways and lobbies should not allow direct room dialing. Anyone using the phone should have to call the operator and request a room by guest name, not room number.
Secure locks on windows and adjoining doors.
Well-lit interior hallways, parking structures and grounds.
Hotels that have limited access to hotel structure, generally the more limited the access; the less likely a trespasser will enter.
The parking garage should not have elevators taking passengers to guest floors. It should only go to the lobby.
When arriving and checking into your hotel room
If you arrive in a bus or cab, stay with your luggage until it is brought into the hotel lobby.
Keep a close eye on your luggage, purse, etc when checking in.
If the lobby is busy, thieves will often take advantage of the distractions to take your things with them.
If you are staying in an older room which still has the older guest door locks with metal key, one of first signs of how a hotel treats the issue of security is to observe how hotel room keys are controlled. If it is checkout time and a pile of metal room keys are laying on the front desk, the hotel is not too concerned about your security. Anyone can take and key laying on the desk. This is not a big concern if the hotel is using electronic key cards but is if the metal keys have the room number embossed on it. You will find this more prevalent overseas.
Ask the front desk personnel not to announce your room number. Rather, tell them to write it down or point to it. If the desk clerk should do this, explain the problem and asked to be given another room. You never know who is listening. Your room number is a matter of security, and the fewer people that know your whereabouts, the better. There’s no need to announce it to the entire hotel lobby.
When registering, sign only your last name and first initial. Don’t use titles or degrees. Makes it harder to determine gender, marital status or profession. If you are a women traveling alone, you might consider booking your room as Mr. and Mrs.
Don't leave your credit card lying on the check-in counter while you complete your registration. Also make sure the credit card that is handed back to you by the hotel clerk is really yours.
Instruct the desk not to give out your name and room number and ask for them to call you if someone inquires about you.
Immediately upon check in, get two business cards or matchbooks with the hotel name and address on them. Place one by the phone in the room so you know where you are and keep the other on you when you leave so you know where to come back to. If you get lost, you have the address and phone number handy. There is nothing more frustrating than telling a cab driver to take you to the "Marriott" and they ask which one?? That could be one very expensive cab ride. Or if you are in a country where you don’t speak the language, you can simply show a taxi driver the matchbook, and you’re on your way back to the hotel.
Room Selection
Maximize safety and security. Select a room located between the 4 and 6th floor Avoid rooms above the sixth floor--the maximum height that fire-department ladders can reach. For some fire departments overseas, and within the United States, they do not have equipment to reach hotel floors above the 6th floor
Whenever possible do not except a hotel on the ground floor that has doors and windows that open to the outside. Hotels with interior hallways tend to be generally safer. For security in motels, avoid ground floor rooms off the parking lot. If you can't get a room on a higher level, take one facing the interior courtyard.
Guestrooms that are as close to the elevators as possible are safest, but tend to be noisier. You might also want to find out if the room is located next to a vending area, those also tend to be noisy.
Elevator safety
Women should be accompanied to hotel room and room should be checked
Observe all passengers in elevators
It is wise to board last and select floor buttons last
If possible position yourself near the elevator control panel and if attacked, push as many floor buttons as possible. Keep your back to the sidewall.
If someone suspicious boards an elevator, exit as soon as possible.
When checking into your hotel room
After checking into a room, examine the following:
Examine the guest room lock and be sure it is functioning properly.
The closets and bathrooms are checked to make sure no one is hiding.
All windows and outside doors are checked to insure they lock and operate properly
The lock on the adjoining door is checked to insure it is locked and works
The telephone is checked and you know how to make a outside call
Look for information in room about fire safety and read to become familiar with nearest fire exit / stairway. Locate nearest fire exit. Find one at each end of the hallway. How many doors away? Does the door open easily? Are the exit signs illuminated? If the lights are out, be helpful and contact the front desk to let them know. Is the stairwell clear of debris? Make a note on the back of the business card that you place by your bed noting the number of doors away to the emergency exit, in each direction, and the location of the fire extinguisher and fire pull box.
When you enter your hotel room, make sure the door closes securely and that the deadbolt works. Keep the deadbolt and safety bar on at all time. It cannot be stressed enough that you should never prop your hotel room door open. Anyone could walk in.
Place your room key in the same place every time, preferably close to the bed.
If you have to leave the room in a hurry due to an emergency, you won't have time to be searching for your key. Also, you'll need the key to get back into the room.
When inside a hotel room, for whatever length of time always use the deadbolt. If the room does not a dead bolt or heavy-duty security clasp but has a chain, twist it to take up the slack before latching it.
The door to your room must never be opened by anyone unless the guest is absolutely known.
If you receive a phone call to your room and the person states they are with the hotel and need to come to your room and repair something, use caution. Always get the employees name and call the front desk to verify that it was a legitimate employee who called you and they do in fact need to come to your room. Some criminals are known to where hotel uniforms or pose a plainclothes security. The best bet is to be your own security guard. No matter how effective hotel security is, it can't think of everything.
If you want to test the hotel, call the switchboard from a house phone and ask for yourself. Tell the operator you are not sure of the room number. If the answer is, "She's in room 203," this is not a good sign. The correct answer is, "I'll connect you." Good security requires that the hotel switchboard not give out room numbers and the best hotels strictly adhere to this policy.
When inside your room, use a door swedge when sleeping or in the shower. This may seem a little overkill but overseas, hotel burglars have been know to frequent hotels that use standard metal room keys that are easy to obtain. Unfortunately many hotels do not change the locks to the doors when the keys are lost, the criminals know that many of the hotel rooms might contain valuables of the presumed wealthy western traveler from the United States. Some of the crooks are very bold. They have been know to listen to the room door to see if you are in the shower. If you are they enter your room with the spare key (because no secondary door lock) and removes your wallet, purse, or laptop. If someone else is in the room the crook is in a suit and says “sorry, the front desk gave me this key.” By employing a door swedge will keep out these sly crooks and will could an alarm if attempted. See our products page for one of these devices.
Never leave your key in the lock inside your room (some hotels in third world countries still have these). they can be pushed out from the other side with a pin. The crooks simply slides a piece of newspaper under the door, the key drops on the paper and the crook slide the paper and the key back under the door.
Place that all-important flashlight next to your bed.
It's much too dangerous to be stumbling around in a dark hotel in the middle of the night if the electricity goes out. Also, if you have to evacuate in the event of a fire, the flashlight will help guide you down a smoke filled hallway.
Remember, if there is a fire or other such emergency, you are pretty much on your own to evacuate yourself, especially at night. What you learn in the few minutes it takes you to orient yourself to your room and the surrounding areas could mean the difference between life and death
If you loose your key, ask for a new room or have the lock or electronic key card changed.
When you leave your hotel room for the day or evening
When you leave your room, always leave the television on.
Ask maid to make your room up during breakfast. Place “Do not disturb" sign on door. If you want maid service, call to housekeeping and tell them to make up the room but leave the sign on the door. The sign is valuable when you aren't in the room because it gives the impression you are still inside.
At night, leave a light on and drapes should be partially opened as if someone was inside.
Always use the security vault in hotel. The in-room safe is adequate sometimes. The ones least recommended are those that take standard keys (usually overseas). Preferred are those that have an electronic combination lock. The front desk deposit boxes are usually safer but more inconvenient.
Don't display you guest room key in public or even inside the hotel or at the swimming pool. Crook have known to walk by casually, observe the number in the key if stamped on it and make false charges in the hotel restaurant, bar or store and using your room number.
What to take with you when leaving your hotel room
Take a minimum of cash, and only enough travelers checks for that outing.
Carry “bait money” for potential thieves.
Wear minimum jewelry, especially women. Women, wear only a simple wedding band in lieu of a diamond ring. Remember in some foreign cities and even some area within the United States, a diamond ring might be worth what a criminal might earn in a year. Remove the temptation!
Keep credit cards and t/checks in separate pockets.
Laptop safety while staying in a in hotel room
Laptop computers or other expensive items can be easily stolen from hotel rooms. The only way to protect them is to leave them at the front desk in a safety deposit box or to secure them in your room. If you want to take the easy way by leaving them in your room (most of us do) use a security cable to a fixed object in the hotel. I always attach my laptop to the pipe under the sink in the bathroom when my laptop is left in the hotel room for several hours. Think about it. Would you leave your wallet or purse sitting on the table in the middle of your room? Usually not, but you would leave a $3,500 laptop sitting there! Which is more valuable?
Hotel parking lots
If you valet park your car at the hotel, and valet driver puts a card on your dash, make sure it does not have your room number, always keep it private.
Always walk in numbers at night, especially in hotel parking lots
Do not leave valuables in your vehicle. Crooks know that rental cars contain items of value.
Park as close to an exit as possible.
When approaching a car, always have keys in hand.
Women should keep purses close to their bodies not loose around or dandling off a shoulder. Keep it in front of you with a hand on top of it. Do not feel awkward to ask for an escort to your car. It is recommended to use the valet service at night.
Taking reservation
Role Play
Reservation: Good morning, Reservation Dept. ……………………speaking, how
can I help you?
Guest: I would like to make a reservation for next weekend, do you have
rooms available?
Reservation: Let me check the availability. Firstly, what is your arrival date and how many nights would you like to stay with us?
Could I also have your family name please?
Guest: Yes my last name is Smith
Reservation: Thank you Mr Smith,
Guest: I will be arriving 4th Aug and departing on 6th of Aug. with my partner.
Res: Yes, we do have rooms available, special deluxe room with a view of garden or ocean for $370 per night, that also includes breakfast for two people in our restaurant.
Guest: Sound great, I will take the deluxe room with ocean view.
Res: Can I take some further details? What time will you be arriving at the hotel?
Guest: We will be there probably about 6 PM.
Res: Well, I would suggest making a guaranteed reservation.
Guest; What is a guaranteed reservation?
Res; Guaranteed reservation means, the hotel will hold your booking for a 24 hour period, but if you do not arrive or do not cancel properly we will charge you for one night’s accommodation. If you don’t guarantee the booking we will keep the booking until 6 PM and we will release the booking and sell to others.
Guest: Yes, I would. How can I do that?
Res How will you be paying your account?
Guest I will use visa card
Res Then all we need are your credit card details
Guest The number is……………………….and the expiry date:
Res Thank you, could I have your address and mobile phone number.
Guest The Address is …………………. The mobile number is ……..
Res: Thank you Mr Smith, I will reconfirm the detail of your booking. You have booked a deluxe room with ocean view arriving on …………… and departing on………… the room rate is …………per night.
Guest That’s right.
Res: Thank you for booking Mr. Smith, we look forward to seeing you on ………. Your reservation confirmation number is 23234.
If you change your plan, please use this confirmation number to assist you quickly.
Guest : Thank you for your help.
Reservation: Good morning, Reservation Dept. ……………………speaking, how
can I help you?
Guest: I would like to make a reservation for next weekend, do you have
rooms available?
Reservation: Let me check the availability. Firstly, what is your arrival date and how many nights would you like to stay with us?
Could I also have your family name please?
Guest: Yes my last name is Smith
Reservation: Thank you Mr Smith,
Guest: I will be arriving 4th Aug and departing on 6th of Aug. with my partner.
Res: Yes, we do have rooms available, special deluxe room with a view of garden or ocean for $370 per night, that also includes breakfast for two people in our restaurant.
Guest: Sound great, I will take the deluxe room with ocean view.
Res: Can I take some further details? What time will you be arriving at the hotel?
Guest: We will be there probably about 6 PM.
Res: Well, I would suggest making a guaranteed reservation.
Guest; What is a guaranteed reservation?
Res; Guaranteed reservation means, the hotel will hold your booking for a 24 hour period, but if you do not arrive or do not cancel properly we will charge you for one night’s accommodation. If you don’t guarantee the booking we will keep the booking until 6 PM and we will release the booking and sell to others.
Guest: Yes, I would. How can I do that?
Res How will you be paying your account?
Guest I will use visa card
Res Then all we need are your credit card details
Guest The number is……………………….and the expiry date:
Res Thank you, could I have your address and mobile phone number.
Guest The Address is …………………. The mobile number is ……..
Res: Thank you Mr Smith, I will reconfirm the detail of your booking. You have booked a deluxe room with ocean view arriving on …………… and departing on………… the room rate is …………per night.
Guest That’s right.
Res: Thank you for booking Mr. Smith, we look forward to seeing you on ………. Your reservation confirmation number is 23234.
If you change your plan, please use this confirmation number to assist you quickly.
Guest : Thank you for your help.
Registration at the Hotel
The following role play will assist you with the guest registration procedure
Reception Good afternoon, welcome to ……………….. hotel.
How may I help you?
Guest I have a reservation in the name of………………
Reception Certainly Mr. Mrs. Ms………….. Could you please fill in your address, your method of payment and signature?
(While the guest is filling in the registration card, locate the reservation in the computer)
Just to confirm Mr.Mrs.Ms…………… you will be staying for two nights with us?
Guest Yes, that is correct.
Reception Thank you (receptionist takes the registration card from the guest)-would you prefer a smoking or non smoking room?
Guest A non smoking room.
Reception: (Rec. selects the room and enters it on Fidelio and also writes the room number on the key pocket and on the registration card) Mr. Mrs Ms……………. How would you like to settle your account?
Guest: By VISA. Card
Reception: May I have an imprint/preauthorization of your visa card please? I am going freeze one night accommodation charge and $ 50 for incidental charges.
Guest Sure, here it is
Reception (check validity of card and signature- takes imprint/complete pre-authorization- return the card to the guest)
Guest: That’s fine
Reception Here is also a brochure containing the special events which are happening in the hotel at present- we have a wonderful Italian festival in our Lobby restaurant and our Spa is offering a special package of massage which is very good)
Guest: Sound great- what is the Italian festival exactly?
Reception The restaurant has a fabulous buffet with a large range of fresh pasta dishes and our own wood fired pizzas and salads. The desserts are really delicious.
Guest Sounds delicious, could I make a booking for 4 at 8 PM this evening.
Reception Yes, I’ll organize that for you. Mr. Mrs Ms……… would you like any help with your luggage? (wake up calls & transportation)
Guest No, I will be fine
Reception: Thank you Mr/Mrs/Ms…………………. Here is your room key. Are you familiar with the use of these key cards?
Enjoy you stay with us. The lifts are just across the lobby. If you need any assistance please just dial 9 on your phone and one of us will be able to assist you.
Guest: Thank you for your help.
Reception (after the guest has gone to their room. Fidelio must be updated with the credit card information and any additional information. The receptionist also completes the registration card and files the guests under the room number of the guest)
Reception Good afternoon, welcome to ……………….. hotel.
How may I help you?
Guest I have a reservation in the name of………………
Reception Certainly Mr. Mrs. Ms………….. Could you please fill in your address, your method of payment and signature?
(While the guest is filling in the registration card, locate the reservation in the computer)
Just to confirm Mr.Mrs.Ms…………… you will be staying for two nights with us?
Guest Yes, that is correct.
Reception Thank you (receptionist takes the registration card from the guest)-would you prefer a smoking or non smoking room?
Guest A non smoking room.
Reception: (Rec. selects the room and enters it on Fidelio and also writes the room number on the key pocket and on the registration card) Mr. Mrs Ms……………. How would you like to settle your account?
Guest: By VISA. Card
Reception: May I have an imprint/preauthorization of your visa card please? I am going freeze one night accommodation charge and $ 50 for incidental charges.
Guest Sure, here it is
Reception (check validity of card and signature- takes imprint/complete pre-authorization- return the card to the guest)
Guest: That’s fine
Reception Here is also a brochure containing the special events which are happening in the hotel at present- we have a wonderful Italian festival in our Lobby restaurant and our Spa is offering a special package of massage which is very good)
Guest: Sound great- what is the Italian festival exactly?
Reception The restaurant has a fabulous buffet with a large range of fresh pasta dishes and our own wood fired pizzas and salads. The desserts are really delicious.
Guest Sounds delicious, could I make a booking for 4 at 8 PM this evening.
Reception Yes, I’ll organize that for you. Mr. Mrs Ms……… would you like any help with your luggage? (wake up calls & transportation)
Guest No, I will be fine
Reception: Thank you Mr/Mrs/Ms…………………. Here is your room key. Are you familiar with the use of these key cards?
Enjoy you stay with us. The lifts are just across the lobby. If you need any assistance please just dial 9 on your phone and one of us will be able to assist you.
Guest: Thank you for your help.
Reception (after the guest has gone to their room. Fidelio must be updated with the credit card information and any additional information. The receptionist also completes the registration card and files the guests under the room number of the guest)
Thursday, February 14, 2008
Front Office Operations management
Welcome and register guests
Overview 2
What is registration? 3
Steps to register a guest 3
Detailed steps to register a guest 5
Prepare for group arrival 8
Dealing with methods of payment 10
Setting up guest folios 10
Methods of payment 10
Guest services 16
Guest mail and messages 16
Safety deposit boxes 16
Room keys 18
Local attractions 18
Availability of rooms 19
Feedback to activities 24
Overview
This topic deals with how to welcome and register the guest both with and without a reservation and includes how to anticipate and meet guest needs and expectations. These resources also cover guest service such as:
· mail/messages
· safety deposit boxes/in room safes
· concierge assistance/local attractions.
It is important when welcoming guests to your establishment to remember that individuals have varying expectations and needs. The corporate guest may want to get access to their room as quickly and efficiently as possible while the family or F.I.T travelling alone may want more conversation and information about the property.
What is registration?
Registration is the legal process of recording a guest's name and personal details and assigning them a room for a specified period of time.
At the completion of this resource you will have a thorough understanding of why the registration process is so important for the safety of the guest and for the profit of the establishment.
Remember - registration is a legal requirement.
Steps to register a guest
Whether your guest is an F.I.T., corporate booking or booked through a travel agent, each should be registered in basically the same way:
· welcome guest - warmly and courteously, use hotel name, offer assistance
· establish guest has a reservation
· issue registration card and point out the areas the guest must complete
· retrieve original booking
· confirm details
· allocate room
· act on MOP
· issue key/room card
· sell hotel facilities
· offer assistance - wake-up calls, safety deposit facilities, messages
· introduce porter
· complete paperwork once guest has left reception
The registration process changes slightly for a walk-in without a reservation:
· greet guest
· obtain basic information
· check availability
· if you have rooms for sale apply selling skills
· issue registration card and point out the areas the guest must complete
· confirm details
- length of stay
- no of guests
· allocate room and collect key/room card
· check registration card to ensure all details are complete
· write the room number on the card
· act according to MOP
· issue key
· sell hotel facilities and services
· offer assistance with wake-up calls, messages or safety deposit facilities
· final welcome
· introduce to porter
· complete paperwork .
Group arrival is different again:
· pre-allocate rooms to group members
· rooming list
· final preparation
· welcome group to the hotel
· check in group master
· check in group members
Here is a completed registration card.
Sally
Guest registration is a legal requirement. This is where the guest supplies their personal information and signs the registration card. By doing this they are accepting liability for all charges incurred during their stay.
The registration process is also used to generate an in house guest list. This is used in case of emergency such as a fire, to account for all the guests in the hotel. That is why if people are sharing a room it is important that they are both registered, either as Mr & Mrs or by their own name.
Some hotels charge for the room by number of people occupying it, if more than two. To maximise revenue it is important for the hotel to know how many people to charge for.
Activity 1
Outline why guest registration is important.
Detailed steps to register a guest
This resource covers the steps involved to register a guest. During this time the guest is forming an opinion of the establishment. The GSA must take into account the different needs and expectations of the guest and act on these at check in. By having a standard set of steps for registering a guest, all procedures are covered. The knack of a good GSA is to carry out these steps without seeming automated and giving each guest an individual warm welcome.
Activity 2: Flow chart for a guest with a reservation
In this activity you will develop your dialogue with a guest during the check in procedure.
Guest arrives with reservation
Step
Key points
Your dialogue
Greet guest.
Establish if guest is holding a reservation.
Use correct protocol.
Make guest feel welcome.
Listen carefully .
Ask guest name.
Retrieve reservation.
Give registration card and pen.
Ask guest to complete details required on registration card and explain.
Confirm details
- Length of stay
- No of guests
Do not advise rate unless no other guests are present at the desk.
Allocate room and collect key/keycard.
If possible ask guest if they have a preference for a specific view or floor.
Check registration card to ensure all details are complete.
Write room number on the card.
Ensure registration card has been signed and MOP stipulated.
Act according to MOP
Follow management policies regarding acceptable payment methods. Refer to "Deal with different methods of payment".
Issue key.
Sell hotel facilities and services.
Offer assistance with wakeup calls, messages or safety deposit facilities.
For security reasons never loudly announce room number.
Offer your assistance to guest throughout their stay.
Final welcome.
Introduce to porter.
Give guest directions if porter not available - using open handed gestures.
Complete paperwork.
Registration card.
Guest accounts.
Activity 3: Flow chart for a guest without a reservation
In this activity you will develop your dialogue with a guest during the check in procedure.
Guest arrives without reservation: "Walk In"
Steps
Key points
Your dialogue
Greet guest.
Obtain basic information.
Check availability.
Use correct protocol.
Make guest feel welcome.
Listen carefully.
If you have rooms for sale, apply selling skills.
Issue registration card.
Ask guest to complete details required on registration card explaining what is required if necessary.
Confirm details:
- length of stay
- no of guests
Do not advise rate unless no other guests are present at the desk.
Allocate room and collect key/keycard.
If possible ask guest if they have an preference for a specific view or floor.
Check registration card to ensure all details are complete.
Write the room number on the card.
Ensure registration card has been signed and MOP stipulated.
Act according to MOP.
Follow management policies.
Issue key.
Sell hotel facilities and services.
Offer assistance with:
- wakeup calls
- messages or safety
- deposit facilities
For security reasons never loudly announce room number, offer your assistance to the guest throughout their stay.
Final welcome.
Introduce to porter.
Give guest directions if a porter is not available - use open handed gestures.
Complete paperwork.
Registration card .
Guest folio.
Prepare for group arrival
Now we will look specifically at group check in and how it varies from other check ins. When a group checks in, normally the GSA will only deal with the tour/group leader.
Before a group can be checked in certain details must be available and thoroughly checked before the arrival date, including:
· ETA/ETD
· rooming list ready
· rooms assigned
· staffing requirements
· porter/concierge (luggage collection times)
· food and beverage
· functions department
· hospitality room/area
Group arrival procedure
Steps
Procedure
Pre-allocate rooms to group members
Liaise with housekeeping, take ETA into account
Allocate rooms including:
- FOC for bus driver
- FOC for tour leader if applicable
Rooming list
Distribute rooming list to:
· concierge/porter
· communication/telephones
· housekeeping
· in room dining
· food and beverage outlets
Final preparation
Room keys and welcome letter placed in envelopes with:
· name and room number on the front of each
· general hotel information included in package
Hotel Registration Cards may be included (group can be registered by group/tour leader on one card. Rooming list must be attached to card.
Welcome group to the hotel
Welcomed group members on bus or in lobby
Room keys and Rooming List given to Group/Tour Leader
Relevant paper work is collected - vouchers etc
Details confirmed with tour leader: wake up calls, luggage pick up, meals etc
Any changes followed through keys distributed and final welcome to group
Concierge delivers luggage to rooms
Check in group master
Group master account is set up for all common charges:
Check to ensure total accommodation equals the rooms/rate quoted
Check in group members
Group members are checked in, any room changes recorded and ‘extras’ accounts established for each group member.
Dealing with methods of payment
Setting up guest folios
Guest accounts can be raised manually or generated by the computer. Pre-printed forms are used, customarily in duplicate, sometimes in triplicate. The top copy is the guest's copy, the bottom copy the hotel's record.
An account must be raised for every room. If two or three people share a room and wish to pay individually, an account will be raised for each guest. If an account is partly paid by a company or a travel agent, a master account must be raised for the company charges and a second account (incidental or extras account) prepared for the guest to pay all extras.
When raising an account, ensure all details are correct and the account looks professional.
Methods of payment
When a guest checks in they may offer a number of different methods of payment. You must have a thorough understanding of different methods of payments (MOPs) and how to act on them to be able to check a guest in.
Most establishments will not issue a key to a guest until they have secured a method of payment for the room. This is an effort to discourage skippers - people who leave the hotel without paying.
Cash
With the advent of credit cards and electronic transfers, the need to carry cash has diminished around the world. However, cash is still used. Cash cannot be traced and must be handled carefully. Each establishment will have its own cash policy, however the general rule of thumb is that the guest must pay their accommodation charge up front and some kind of cash security deposit to cover telephone calls, room service and mini bar. Any deposit not spent is refunded on departure.
Cheque
A cheque is a written instruction by a bank account holder to their bank to pay a sum of money on demand. Policies regarding personal cheques vary from establishment to establishment. Commonly, personal cheques are not accepted unless prior arrangement is made with the hotel management.
To facilitate cheque payments for our guests, the hotel may use one of two companies Tele-cheque or Transax. The hotel negotiates a contract with either company which will guarantee a guest's cheque if there is no adverse credit information and will charge the hotel (merchant) a percentage of the total cheque.
A cheque payment must be authorised on check in if the guest indicates he/she wishes to use a cheque payment. The total of the account is estimated and a cheque reserved from the guest's cheque book. An authorisation number can then be obtained. At departure a variance of up to ten (10) % is acceptable. If the difference is above 10 % a new authorisation must be obtained for the additional amount.
The preauthorised and signed blank cheque must remain in the hotel safe until departure.
Credit cards and bank cards
The most common cards accepted by most establishments are as follows:
Bank cards
Credit cards
Bankcard
American Express
MasterCard
Diners Club
Visa
Japanese Credit Bureau (JCB)
The difference between the two columns is that with Bankcard, MasterCard and Visa the establishment gets their money straight away – these are known as bank cards. With American Express, Diners Club and JCB the establishment is paid monthly – these are know as credit cards. On check in a pre-authorisation is obtained – usually for the amount the room rate for the entire stay.
All equipment, stationery and information supplied by the bank or card company must be kept confidential and secure from unauthorised use.
Accepting payments
· Cards must be checked for authenticity (e.g. hologram). If in doubt ring for authorisation.
· When using an imprinter, check all copies for clarity.
· Remove and destroy (or offer to guest) the cover sheet for the guest's security.
· Check validity dates, then tick box or circle date, tick appropriate card type if applicable (Visa, MasterCard, Bankcard).
· Compare signature on card to signature on voucher.
· Check warning bulletin, phone for authorisation if listed.
· Obtain authorisation if amount of invoice is above your floor (merchant) limit.
· Retain the card until authorisation has been granted or declined. The provider will inform you if you should keep the card and a reward may be paid for stolen or cancelled cards.
Amounts cannot be altered without the cardholder's (guest's) authority. The bank/credit card company must be informed of the change/cancellation of the authorisation amount and new authorisation obtained.
If a guest paid by credit card and requires a refund a credit voucher must be completed. Do not refund cash. If an adjustment to the paid amount is required, complete a credit voucher for the old total and prepare a new sales voucher for the amended total.
In the case of faulty equipment, inform the bank or card provider. If necessary, handwritten vouchers will be accepted provided authorisation has been obtained.
If a card has been left behind by a guest retain the card for 24 hours in a safe place. If claimed, establish identity of cardholder before returning card, compare signature. If not claimed, cut in half and hand in to bank.
A charge may not be accepted for the following reasons:
· cardholder disputes the amount
· total/sales amount has been altered without authority
· sale is over the floor limit without authorisation
· credit voucher has not been processed for refund
· authorisation avoided by splitting a sale
· card has expired or is invalid and listed on the warning bulletin.
If in doubt, always ring for authorisation or advice. The authorisation phone lines are manned 24 hours per day, seven days per week.
The floor limit or merchant limit
Floor limits vary for different sales outlets and different card types. The individual business is allocated a maximum amount, called a floor or merchant limit, above which phone authorisation must be obtained. As long a the credit card number is not listed on the cancellation bulletin, the payment of amounts accepted by the merchant below the floor limit is guaranteed by the bank or card company. Floor limits are set at levels that will take into account an assessment of the average amount of a card sale typical to that business. For security reasons the floor limit should never be divulged to the cardholder.
Merchants receive regular update of cards that are invalid. A reward is offered to a person who retains a cancelled card and returns it to the credit provider. The bulletin is confidential.
Travellers cheque/foreign currency
Many hotels have a high number of overseas guests who may wish to exchange foreign currency or pay their account by it. This may be in the form of overseas bank notes or traveller’s cheques. It is important to remember, however, that hotels cannot sell foreign currency and that any change given to a guest wishing to settle their account must be in local currency.
At the reception desk a foreign currency display board shows the value of one (1) unit of the foreign currency in Australian dollars (A$). It is a lower rate than that given by the banks to cover the hotel for currency fluctuations and bank charges. Management, accounts department or the front office manager usually calculates the hotel rate.
Agent vouchers
Guests booked by travel agents carry a voucher issued by the agent. The voucher can be either a proof of booking (guaranteed accommodation) only, or pre-payment to agent for:
· accommodation only
· accommodation and specified meals
· all charges (very seldom – e.g. travel agent's staff)
If the voucher covers room only or room and breakfast, another method of payment must also be obtained to cover any extra charges.
Due to commission paid to the agent, under no circumstances should the room rate charged to the travel agent be disclosed to the guest. The incidental account only is presented to the guest for payment.
Company charge
Companies whose employees and delegates stay at your property regularly may wish to establish credit facilities with the property. This allows their representatives to charge the account back to the company for payment, thus eliminating their staff to settle their own accounts first and later obtaining reimbursement from the company when they return.
Who can charge?
A record of established accounts should be at the front desk for quick reference. A company requesting to open a charge account should:
1 complete a credit application form, listing all personnel authorised to charge and their signatures
2 be asked to forward a letter of authorisation together with their confirmation for every booking.
3 3. be asked to state clearly what items may be charged and what items have to be paid directly by the guest.
In the case of a company charge, the master account is presented to the guest and must be signed. The guest on departure will settle the incidental account.
Activity 4: Dealing with methods of payment
In this activity you will have to match the method of payment to the correct policy.
Draw a line to match the relevant procedures to the method of payment.
Guest must pay their accommodation charge up front and some kind of cash security deposit to cover telephone calls, room service and mini bar. Any deposit not spent is refunded on departure.
Credit card
Payment must be authorised on check in. The total of the account is estimated and an authorisation number obtained. At departure a variance of up to ten (10) % is acceptable. If the difference is above 10 % a new authorisation must be obtained for the additional amount.
Company charge ‘ full payment’
On check in a pre-authorisation is obtained ¨ usually for the amount the room rate for the entire stay.
Cash
If this method of payment covers room only or room and breakfast etc. another method of payment must also be obtained to cover any extra charges.
Cheque
If this method of payment covers room only or room and breakfast etc. another method of payment must also be obtained to cover any extra charges. The master account is presented to the guest and must be signed.
Company charge ‘partial payment’
The master account is presented to the guest and must be signed.
Travel agent voucher
See the end of this topic for feedback
Guest services
The reception area maybe the first point of contact a guest has with the hotel. The guests register and check in at the front desk as well as seek answers to their enquiries and solutions to their problems.
As the reception desk is the hub of the hotel, the GSA is required to carry out other duties such as
· mail and messages
· guest luggage
· room keys
· safety deposit boxes.
Guest mail and messages
Reception is the nucleus of the hotel so guest mail and messages are delivered there before being sorted and delivered to guest rooms. Discretion and security must be considered when handling mail and messages. Depending on the establishment guest mail may be handled in two ways. One way is the mail being delivered directly to the guest room and the other is to keep it at the desk in pigeon holes of a file. All mail received and delivered is recorded in a log book. Mail received for a guest who has checked out and has not got a future reservation with the hotel should be returned to sender after seven days if the guest has not left instruction for it to be forwarded.
Safety deposit boxes
Every property must, by law, be able to offer safety deposit facilities to their guests. Guest valuables may be deposited either in the hotel's main safe or, if provided, individual deposit boxes for the guests' use. Some hotels offer individual safes in every room.
Never refuse to accept guest's valuables for security deposits. It will make the property liable for the total value of the property in case of loss or theft.
The Innkeepers Act (NSW) states:
An innkeeper may in certain circumstances be liable to make good any loss of or damage to a guest's property even though it was not due to any fault of the innkeeper or any servant in his employ.
This liability however:
a) extends only to the property of guests who have engaged sleeping accommodation at the inn
b) is limited to one hundred dollars to any one guest
Except in the case of property, which has been deposited, or offered for deposit or for safe custody. It does not cover motor vehicles or other vehicles of any kind or any property left in them, or horses or other live animals.
This notice does not constitute an admission either that the Act applies to these premises or that liability there under attaches in any particular case.
In NSW a copy of this act must be prominently displayed at the front desk and in each room. It can be found at the back of the entrance door in most guest rooms.
Safety deposit records
Whether safety deposits are kept in the main safe or individual safety deposit boxes, accurate records must be kept. These records may be in book format, loose sheets, cards or computerised records. Only people whose names appear on the registration for a safety deposit box may have access to that safety deposit.
Safety deposit box key system
· the front office holds one master key for all boxes
· one individual key per box available for guests
· only both keys (master and individual) used together will open the box
A second full set of individual keys is kept at the bank in wax sealed envelopes for use in emergencies only. (e.g.: loss of key by guest)
Case study: Guest services
Sally
At the reception desk we do more than check in and check out guests. We are also responsible for guest mail and messages. Just like when you are waiting for an important call or mail at home that will affect the outcome of your day, it is the same for a guest staying at your establishment.
A corporate guest may be waiting on news of a meeting or guests on holidays may have had some theatre or theme park tickets sent to the hotel and require these for their day’s plans. If the mail and messages do not get to the guest on time their whole stay with you could be affected.
The same importance is placed on guest luggage, imagine how you would feel if your bags went missing during a holiday. We are responsible for any bags left in our possession and great care should be taken at all times.
Room keys
Room keys are a security issue at the reception desk. A key should not be issued to anyone who is not a registered guest in that particular room. If traditional keys are in use a key audit should be carried out on a regular basis to ensure that all keys are accounted for. This means making sure that all keys in circulation are accounted for. If keys are unaccounted for a decision may be made to change the lock. It is more common now for plastic keys, similar in size to a credit card and encoded by magnetic strip, to be used in medium to large establishments. These alleviate the need for key audits as they are programmed for the duration of the guest stay only and have no room number recorded on them.
Local attractions
Another service that we offer to guests at the reception desk is our knowledge of the local area and attractions. Remember the guest may never have visited your area before and are relying on you to be able to advise them of things to see and do.
Activity 5: Research local attractions
Research at least five areas of interest in your local area such as theme parks, local attractions and places of interest. Find out opening times, feeding times, cost and other relevant information.
Availability of rooms
To maximize the sale of rooms and therefore increase revenue, the receptionist must have a thorough understanding of how to calculate room availability. It is necessary to monitor room status throughout the day. Historical information regarding arrivals and departures is used to assess room availability correctly. In order to increase the accuracy of the calculation we need to know the historical data of guests. These are some common terms given to different situations relating to guest arrivals and departures.
· Under stays - check out before their due date.
· Over stays - check out after their due departure date.
· Early arrivals- arrive at an earlier date than stated.
· Cancellation or no shows - do not arrive at all.
Rooms available for sale are not always equal to the total number of rooms in the hotel. Some rooms may be out of order (OOO) making these unavailable for sale. For example 250 rooms with 7 (OOO) = 243 rooms available.
Computers are used to calculate availability in most hotels. However it is important to understand the process and what to do in case of computer systems failure.
Completed room availability example
Room Availability
Total Number of Rooms
206
Out of Order
3
Rooms Available for Sale
203
Occupied Last Night
121
Expected Departures
44
2% Over Stays
<1>
6% Under Stays
+3
- Adjusted Departures
2
46
= Stayovers
75
Expected Arrivals
98
2% Cancellations
<2>
5% No Shows
<5>
3% Early Arrivals
+3
+ Adjusted Arrivals
<4>
94
Rooms Committed Tonight
169
Rooms Available For Sale
34
NOTE
All amounts must be rounded up to a whole number.
Verified Room Availability
Total Number of Rooms
470
- Out of Order
6
Rooms Available for Sale
464
Occupied Last Night
435
Expected Departures
218
Over Stays
10
Under Stays
5
- Adjusted Departures
<5>
213
= Stayovers
222
Expected Arrivals
186
Cancellations
11
No Shows
14
Early Arrivals
7
+ Adjusted Arrivals
<18>
168
Rooms Committed Tonight
390
Rooms Available For Sale
74
NOTE
All amounts must be rounded up to a whole number.
Using the completed room availability example and follow these instructions
1 Take total number of rooms and minus any out of order rooms (as these are not available to sell) this will give you the adjusted total of rooms available for sale 206 - 3 = 203.
2 We know that there were 121 rooms occupied last night.
3 Today we are expecting 44 departures.
4 Work out 2% of 44 this = <1> and write it in the space next to overstays. NOTE: These guests are not leaving and must be subtracted from your departure total.
5 Work out 6% of 44 this = + 3 and write it in the space next to understays. NOTE: These guests are leaving earlier that planned and must be added to your departure total.
6 Overstays plus understays equals +2 write this figure in the area next to adjusted departures.
7 Departures (44) minus adjusted departures equals (46) – write this in the second space next to adjusted departures.
8 Occupied rooms (121) minus adjusted departures (46) equals stayovers (75).
Now the process is repeated with arrivals.
9 Expected arrivals are 98.
10 Work out 2% of 98 this = <2> and write it next to cancellations. NOTE: These people are not arriving and must be taken off the arrivals total.
11 Work out 5% of 98 this + <5> and write it next to no shows. NOTE: These people are not arriving and must be taken off the arrivals total.
12 Work out 3% of 98 this = +3 and write it next to early arrivals. NOTE: These people are arriving early and must be added to your arrival total.
13 Cancellations minus no shows plus early arrivals = <4>- write this figure in the area next to adjusted arrivals.
14 Arrivals (98) minus adjusted arrivals equals 94– write this in the second space next to adjusted arrivals.
15 To work out the rooms committed for tonight add stayovers (75) and adjusted arrivals (94).
16 To work out the rooms available for sale minus the rooms committed (169) from rooms available for sale (203).
NOTE: All amounts must be rounded up to a whole number.
Activity 6
The first activity is the room availability sheet. This uses percentage figures obtained from previous history plus actual information from present day to forecast what availability might be.
The second activity is the verified room availability sheet. At the end of the day it is necessary to establish final availability using actual figures of arrivals, departures, no shows, cancellations and walk ins. Figures obtained from verified availability become your history used for forecasting.
Room Availability
Total Number of Rooms
1206
Out of Order
3
Rooms Available for Sale
Occupied Last Night
1121
Expected Departures
444
2% Over Stays
6% Under Stays
- Adjusted Departures
= Stayovers
Expected Arrivals
498
2% Cancellations
5% No Shows
6% Early Arrivals
+ Adjusted Arrivals
Rooms Committed Tonight
Rooms Available For Sale
NOTE
All amounts must be rounded up to a whole number.
Verified Room Availability
Total Number of Rooms
206
- Out of Order
3
Rooms Available for Sale
Occupied Last Night
121
Expected Departures
44
Over Stays
20
Under Stays
30
- Adjusted Departures
= Stayovers
Expected Arrivals
98
Cancellations
13
No Shows
20
Early Arrivals
1
+ Adjusted Arrivals
Rooms Committed Tonight
Rooms Available For Sale
NOTE
All amounts must be rounded up to a whole number.
Feedback to activities
Feedback 4
Guest must pay their accommodation charge up front and some kind of cash security deposit to cover telephone calls, room service and mini bar. Any deposit not spent is refunded on departure. Cash
Payment must be authorised on check in. The total of the account is estimated and an authorisation number obtained. At departure a variance of up to ten (10) % is acceptable. If the difference is above 10 % a new authorisation must be obtained for the additional amount. Cheque
On check in a pre-authorisation is obtained ¨ usually for the amount the room rate for the entire stay. Credit card
If this method of payment covers room only or room and breakfast etc. another method of payment must also be obtained to cover any extra charges. Travel agent voucher
If this method of payment covers room only or room and breakfast etc. another method of payment must also be obtained to cover any extra charges. The master account is presented to the guest and must be signed. Company charge ‘partial payment’
The master account is presented to the guest and must be signed. Company charge ‘full payment’
Overview 2
What is registration? 3
Steps to register a guest 3
Detailed steps to register a guest 5
Prepare for group arrival 8
Dealing with methods of payment 10
Setting up guest folios 10
Methods of payment 10
Guest services 16
Guest mail and messages 16
Safety deposit boxes 16
Room keys 18
Local attractions 18
Availability of rooms 19
Feedback to activities 24
Overview
This topic deals with how to welcome and register the guest both with and without a reservation and includes how to anticipate and meet guest needs and expectations. These resources also cover guest service such as:
· mail/messages
· safety deposit boxes/in room safes
· concierge assistance/local attractions.
It is important when welcoming guests to your establishment to remember that individuals have varying expectations and needs. The corporate guest may want to get access to their room as quickly and efficiently as possible while the family or F.I.T travelling alone may want more conversation and information about the property.
What is registration?
Registration is the legal process of recording a guest's name and personal details and assigning them a room for a specified period of time.
At the completion of this resource you will have a thorough understanding of why the registration process is so important for the safety of the guest and for the profit of the establishment.
Remember - registration is a legal requirement.
Steps to register a guest
Whether your guest is an F.I.T., corporate booking or booked through a travel agent, each should be registered in basically the same way:
· welcome guest - warmly and courteously, use hotel name, offer assistance
· establish guest has a reservation
· issue registration card and point out the areas the guest must complete
· retrieve original booking
· confirm details
· allocate room
· act on MOP
· issue key/room card
· sell hotel facilities
· offer assistance - wake-up calls, safety deposit facilities, messages
· introduce porter
· complete paperwork once guest has left reception
The registration process changes slightly for a walk-in without a reservation:
· greet guest
· obtain basic information
· check availability
· if you have rooms for sale apply selling skills
· issue registration card and point out the areas the guest must complete
· confirm details
- length of stay
- no of guests
· allocate room and collect key/room card
· check registration card to ensure all details are complete
· write the room number on the card
· act according to MOP
· issue key
· sell hotel facilities and services
· offer assistance with wake-up calls, messages or safety deposit facilities
· final welcome
· introduce to porter
· complete paperwork .
Group arrival is different again:
· pre-allocate rooms to group members
· rooming list
· final preparation
· welcome group to the hotel
· check in group master
· check in group members
Here is a completed registration card.
Sally
Guest registration is a legal requirement. This is where the guest supplies their personal information and signs the registration card. By doing this they are accepting liability for all charges incurred during their stay.
The registration process is also used to generate an in house guest list. This is used in case of emergency such as a fire, to account for all the guests in the hotel. That is why if people are sharing a room it is important that they are both registered, either as Mr & Mrs or by their own name.
Some hotels charge for the room by number of people occupying it, if more than two. To maximise revenue it is important for the hotel to know how many people to charge for.
Activity 1
Outline why guest registration is important.
Detailed steps to register a guest
This resource covers the steps involved to register a guest. During this time the guest is forming an opinion of the establishment. The GSA must take into account the different needs and expectations of the guest and act on these at check in. By having a standard set of steps for registering a guest, all procedures are covered. The knack of a good GSA is to carry out these steps without seeming automated and giving each guest an individual warm welcome.
Activity 2: Flow chart for a guest with a reservation
In this activity you will develop your dialogue with a guest during the check in procedure.
Guest arrives with reservation
Step
Key points
Your dialogue
Greet guest.
Establish if guest is holding a reservation.
Use correct protocol.
Make guest feel welcome.
Listen carefully .
Ask guest name.
Retrieve reservation.
Give registration card and pen.
Ask guest to complete details required on registration card and explain.
Confirm details
- Length of stay
- No of guests
Do not advise rate unless no other guests are present at the desk.
Allocate room and collect key/keycard.
If possible ask guest if they have a preference for a specific view or floor.
Check registration card to ensure all details are complete.
Write room number on the card.
Ensure registration card has been signed and MOP stipulated.
Act according to MOP
Follow management policies regarding acceptable payment methods. Refer to "Deal with different methods of payment".
Issue key.
Sell hotel facilities and services.
Offer assistance with wakeup calls, messages or safety deposit facilities.
For security reasons never loudly announce room number.
Offer your assistance to guest throughout their stay.
Final welcome.
Introduce to porter.
Give guest directions if porter not available - using open handed gestures.
Complete paperwork.
Registration card.
Guest accounts.
Activity 3: Flow chart for a guest without a reservation
In this activity you will develop your dialogue with a guest during the check in procedure.
Guest arrives without reservation: "Walk In"
Steps
Key points
Your dialogue
Greet guest.
Obtain basic information.
Check availability.
Use correct protocol.
Make guest feel welcome.
Listen carefully.
If you have rooms for sale, apply selling skills.
Issue registration card.
Ask guest to complete details required on registration card explaining what is required if necessary.
Confirm details:
- length of stay
- no of guests
Do not advise rate unless no other guests are present at the desk.
Allocate room and collect key/keycard.
If possible ask guest if they have an preference for a specific view or floor.
Check registration card to ensure all details are complete.
Write the room number on the card.
Ensure registration card has been signed and MOP stipulated.
Act according to MOP.
Follow management policies.
Issue key.
Sell hotel facilities and services.
Offer assistance with:
- wakeup calls
- messages or safety
- deposit facilities
For security reasons never loudly announce room number, offer your assistance to the guest throughout their stay.
Final welcome.
Introduce to porter.
Give guest directions if a porter is not available - use open handed gestures.
Complete paperwork.
Registration card .
Guest folio.
Prepare for group arrival
Now we will look specifically at group check in and how it varies from other check ins. When a group checks in, normally the GSA will only deal with the tour/group leader.
Before a group can be checked in certain details must be available and thoroughly checked before the arrival date, including:
· ETA/ETD
· rooming list ready
· rooms assigned
· staffing requirements
· porter/concierge (luggage collection times)
· food and beverage
· functions department
· hospitality room/area
Group arrival procedure
Steps
Procedure
Pre-allocate rooms to group members
Liaise with housekeeping, take ETA into account
Allocate rooms including:
- FOC for bus driver
- FOC for tour leader if applicable
Rooming list
Distribute rooming list to:
· concierge/porter
· communication/telephones
· housekeeping
· in room dining
· food and beverage outlets
Final preparation
Room keys and welcome letter placed in envelopes with:
· name and room number on the front of each
· general hotel information included in package
Hotel Registration Cards may be included (group can be registered by group/tour leader on one card. Rooming list must be attached to card.
Welcome group to the hotel
Welcomed group members on bus or in lobby
Room keys and Rooming List given to Group/Tour Leader
Relevant paper work is collected - vouchers etc
Details confirmed with tour leader: wake up calls, luggage pick up, meals etc
Any changes followed through keys distributed and final welcome to group
Concierge delivers luggage to rooms
Check in group master
Group master account is set up for all common charges:
Check to ensure total accommodation equals the rooms/rate quoted
Check in group members
Group members are checked in, any room changes recorded and ‘extras’ accounts established for each group member.
Dealing with methods of payment
Setting up guest folios
Guest accounts can be raised manually or generated by the computer. Pre-printed forms are used, customarily in duplicate, sometimes in triplicate. The top copy is the guest's copy, the bottom copy the hotel's record.
An account must be raised for every room. If two or three people share a room and wish to pay individually, an account will be raised for each guest. If an account is partly paid by a company or a travel agent, a master account must be raised for the company charges and a second account (incidental or extras account) prepared for the guest to pay all extras.
When raising an account, ensure all details are correct and the account looks professional.
Methods of payment
When a guest checks in they may offer a number of different methods of payment. You must have a thorough understanding of different methods of payments (MOPs) and how to act on them to be able to check a guest in.
Most establishments will not issue a key to a guest until they have secured a method of payment for the room. This is an effort to discourage skippers - people who leave the hotel without paying.
Cash
With the advent of credit cards and electronic transfers, the need to carry cash has diminished around the world. However, cash is still used. Cash cannot be traced and must be handled carefully. Each establishment will have its own cash policy, however the general rule of thumb is that the guest must pay their accommodation charge up front and some kind of cash security deposit to cover telephone calls, room service and mini bar. Any deposit not spent is refunded on departure.
Cheque
A cheque is a written instruction by a bank account holder to their bank to pay a sum of money on demand. Policies regarding personal cheques vary from establishment to establishment. Commonly, personal cheques are not accepted unless prior arrangement is made with the hotel management.
To facilitate cheque payments for our guests, the hotel may use one of two companies Tele-cheque or Transax. The hotel negotiates a contract with either company which will guarantee a guest's cheque if there is no adverse credit information and will charge the hotel (merchant) a percentage of the total cheque.
A cheque payment must be authorised on check in if the guest indicates he/she wishes to use a cheque payment. The total of the account is estimated and a cheque reserved from the guest's cheque book. An authorisation number can then be obtained. At departure a variance of up to ten (10) % is acceptable. If the difference is above 10 % a new authorisation must be obtained for the additional amount.
The preauthorised and signed blank cheque must remain in the hotel safe until departure.
Credit cards and bank cards
The most common cards accepted by most establishments are as follows:
Bank cards
Credit cards
Bankcard
American Express
MasterCard
Diners Club
Visa
Japanese Credit Bureau (JCB)
The difference between the two columns is that with Bankcard, MasterCard and Visa the establishment gets their money straight away – these are known as bank cards. With American Express, Diners Club and JCB the establishment is paid monthly – these are know as credit cards. On check in a pre-authorisation is obtained – usually for the amount the room rate for the entire stay.
All equipment, stationery and information supplied by the bank or card company must be kept confidential and secure from unauthorised use.
Accepting payments
· Cards must be checked for authenticity (e.g. hologram). If in doubt ring for authorisation.
· When using an imprinter, check all copies for clarity.
· Remove and destroy (or offer to guest) the cover sheet for the guest's security.
· Check validity dates, then tick box or circle date, tick appropriate card type if applicable (Visa, MasterCard, Bankcard).
· Compare signature on card to signature on voucher.
· Check warning bulletin, phone for authorisation if listed.
· Obtain authorisation if amount of invoice is above your floor (merchant) limit.
· Retain the card until authorisation has been granted or declined. The provider will inform you if you should keep the card and a reward may be paid for stolen or cancelled cards.
Amounts cannot be altered without the cardholder's (guest's) authority. The bank/credit card company must be informed of the change/cancellation of the authorisation amount and new authorisation obtained.
If a guest paid by credit card and requires a refund a credit voucher must be completed. Do not refund cash. If an adjustment to the paid amount is required, complete a credit voucher for the old total and prepare a new sales voucher for the amended total.
In the case of faulty equipment, inform the bank or card provider. If necessary, handwritten vouchers will be accepted provided authorisation has been obtained.
If a card has been left behind by a guest retain the card for 24 hours in a safe place. If claimed, establish identity of cardholder before returning card, compare signature. If not claimed, cut in half and hand in to bank.
A charge may not be accepted for the following reasons:
· cardholder disputes the amount
· total/sales amount has been altered without authority
· sale is over the floor limit without authorisation
· credit voucher has not been processed for refund
· authorisation avoided by splitting a sale
· card has expired or is invalid and listed on the warning bulletin.
If in doubt, always ring for authorisation or advice. The authorisation phone lines are manned 24 hours per day, seven days per week.
The floor limit or merchant limit
Floor limits vary for different sales outlets and different card types. The individual business is allocated a maximum amount, called a floor or merchant limit, above which phone authorisation must be obtained. As long a the credit card number is not listed on the cancellation bulletin, the payment of amounts accepted by the merchant below the floor limit is guaranteed by the bank or card company. Floor limits are set at levels that will take into account an assessment of the average amount of a card sale typical to that business. For security reasons the floor limit should never be divulged to the cardholder.
Merchants receive regular update of cards that are invalid. A reward is offered to a person who retains a cancelled card and returns it to the credit provider. The bulletin is confidential.
Travellers cheque/foreign currency
Many hotels have a high number of overseas guests who may wish to exchange foreign currency or pay their account by it. This may be in the form of overseas bank notes or traveller’s cheques. It is important to remember, however, that hotels cannot sell foreign currency and that any change given to a guest wishing to settle their account must be in local currency.
At the reception desk a foreign currency display board shows the value of one (1) unit of the foreign currency in Australian dollars (A$). It is a lower rate than that given by the banks to cover the hotel for currency fluctuations and bank charges. Management, accounts department or the front office manager usually calculates the hotel rate.
Agent vouchers
Guests booked by travel agents carry a voucher issued by the agent. The voucher can be either a proof of booking (guaranteed accommodation) only, or pre-payment to agent for:
· accommodation only
· accommodation and specified meals
· all charges (very seldom – e.g. travel agent's staff)
If the voucher covers room only or room and breakfast, another method of payment must also be obtained to cover any extra charges.
Due to commission paid to the agent, under no circumstances should the room rate charged to the travel agent be disclosed to the guest. The incidental account only is presented to the guest for payment.
Company charge
Companies whose employees and delegates stay at your property regularly may wish to establish credit facilities with the property. This allows their representatives to charge the account back to the company for payment, thus eliminating their staff to settle their own accounts first and later obtaining reimbursement from the company when they return.
Who can charge?
A record of established accounts should be at the front desk for quick reference. A company requesting to open a charge account should:
1 complete a credit application form, listing all personnel authorised to charge and their signatures
2 be asked to forward a letter of authorisation together with their confirmation for every booking.
3 3. be asked to state clearly what items may be charged and what items have to be paid directly by the guest.
In the case of a company charge, the master account is presented to the guest and must be signed. The guest on departure will settle the incidental account.
Activity 4: Dealing with methods of payment
In this activity you will have to match the method of payment to the correct policy.
Draw a line to match the relevant procedures to the method of payment.
Guest must pay their accommodation charge up front and some kind of cash security deposit to cover telephone calls, room service and mini bar. Any deposit not spent is refunded on departure.
Credit card
Payment must be authorised on check in. The total of the account is estimated and an authorisation number obtained. At departure a variance of up to ten (10) % is acceptable. If the difference is above 10 % a new authorisation must be obtained for the additional amount.
Company charge ‘ full payment’
On check in a pre-authorisation is obtained ¨ usually for the amount the room rate for the entire stay.
Cash
If this method of payment covers room only or room and breakfast etc. another method of payment must also be obtained to cover any extra charges.
Cheque
If this method of payment covers room only or room and breakfast etc. another method of payment must also be obtained to cover any extra charges. The master account is presented to the guest and must be signed.
Company charge ‘partial payment’
The master account is presented to the guest and must be signed.
Travel agent voucher
See the end of this topic for feedback
Guest services
The reception area maybe the first point of contact a guest has with the hotel. The guests register and check in at the front desk as well as seek answers to their enquiries and solutions to their problems.
As the reception desk is the hub of the hotel, the GSA is required to carry out other duties such as
· mail and messages
· guest luggage
· room keys
· safety deposit boxes.
Guest mail and messages
Reception is the nucleus of the hotel so guest mail and messages are delivered there before being sorted and delivered to guest rooms. Discretion and security must be considered when handling mail and messages. Depending on the establishment guest mail may be handled in two ways. One way is the mail being delivered directly to the guest room and the other is to keep it at the desk in pigeon holes of a file. All mail received and delivered is recorded in a log book. Mail received for a guest who has checked out and has not got a future reservation with the hotel should be returned to sender after seven days if the guest has not left instruction for it to be forwarded.
Safety deposit boxes
Every property must, by law, be able to offer safety deposit facilities to their guests. Guest valuables may be deposited either in the hotel's main safe or, if provided, individual deposit boxes for the guests' use. Some hotels offer individual safes in every room.
Never refuse to accept guest's valuables for security deposits. It will make the property liable for the total value of the property in case of loss or theft.
The Innkeepers Act (NSW) states:
An innkeeper may in certain circumstances be liable to make good any loss of or damage to a guest's property even though it was not due to any fault of the innkeeper or any servant in his employ.
This liability however:
a) extends only to the property of guests who have engaged sleeping accommodation at the inn
b) is limited to one hundred dollars to any one guest
Except in the case of property, which has been deposited, or offered for deposit or for safe custody. It does not cover motor vehicles or other vehicles of any kind or any property left in them, or horses or other live animals.
This notice does not constitute an admission either that the Act applies to these premises or that liability there under attaches in any particular case.
In NSW a copy of this act must be prominently displayed at the front desk and in each room. It can be found at the back of the entrance door in most guest rooms.
Safety deposit records
Whether safety deposits are kept in the main safe or individual safety deposit boxes, accurate records must be kept. These records may be in book format, loose sheets, cards or computerised records. Only people whose names appear on the registration for a safety deposit box may have access to that safety deposit.
Safety deposit box key system
· the front office holds one master key for all boxes
· one individual key per box available for guests
· only both keys (master and individual) used together will open the box
A second full set of individual keys is kept at the bank in wax sealed envelopes for use in emergencies only. (e.g.: loss of key by guest)
Case study: Guest services
Sally
At the reception desk we do more than check in and check out guests. We are also responsible for guest mail and messages. Just like when you are waiting for an important call or mail at home that will affect the outcome of your day, it is the same for a guest staying at your establishment.
A corporate guest may be waiting on news of a meeting or guests on holidays may have had some theatre or theme park tickets sent to the hotel and require these for their day’s plans. If the mail and messages do not get to the guest on time their whole stay with you could be affected.
The same importance is placed on guest luggage, imagine how you would feel if your bags went missing during a holiday. We are responsible for any bags left in our possession and great care should be taken at all times.
Room keys
Room keys are a security issue at the reception desk. A key should not be issued to anyone who is not a registered guest in that particular room. If traditional keys are in use a key audit should be carried out on a regular basis to ensure that all keys are accounted for. This means making sure that all keys in circulation are accounted for. If keys are unaccounted for a decision may be made to change the lock. It is more common now for plastic keys, similar in size to a credit card and encoded by magnetic strip, to be used in medium to large establishments. These alleviate the need for key audits as they are programmed for the duration of the guest stay only and have no room number recorded on them.
Local attractions
Another service that we offer to guests at the reception desk is our knowledge of the local area and attractions. Remember the guest may never have visited your area before and are relying on you to be able to advise them of things to see and do.
Activity 5: Research local attractions
Research at least five areas of interest in your local area such as theme parks, local attractions and places of interest. Find out opening times, feeding times, cost and other relevant information.
Availability of rooms
To maximize the sale of rooms and therefore increase revenue, the receptionist must have a thorough understanding of how to calculate room availability. It is necessary to monitor room status throughout the day. Historical information regarding arrivals and departures is used to assess room availability correctly. In order to increase the accuracy of the calculation we need to know the historical data of guests. These are some common terms given to different situations relating to guest arrivals and departures.
· Under stays - check out before their due date.
· Over stays - check out after their due departure date.
· Early arrivals- arrive at an earlier date than stated.
· Cancellation or no shows - do not arrive at all.
Rooms available for sale are not always equal to the total number of rooms in the hotel. Some rooms may be out of order (OOO) making these unavailable for sale. For example 250 rooms with 7 (OOO) = 243 rooms available.
Computers are used to calculate availability in most hotels. However it is important to understand the process and what to do in case of computer systems failure.
Completed room availability example
Room Availability
Total Number of Rooms
206
Out of Order
3
Rooms Available for Sale
203
Occupied Last Night
121
Expected Departures
44
2% Over Stays
<1>
6% Under Stays
+3
- Adjusted Departures
2
46
= Stayovers
75
Expected Arrivals
98
2% Cancellations
<2>
5% No Shows
<5>
3% Early Arrivals
+3
+ Adjusted Arrivals
<4>
94
Rooms Committed Tonight
169
Rooms Available For Sale
34
NOTE
All amounts must be rounded up to a whole number.
Verified Room Availability
Total Number of Rooms
470
- Out of Order
6
Rooms Available for Sale
464
Occupied Last Night
435
Expected Departures
218
Over Stays
10
Under Stays
5
- Adjusted Departures
<5>
213
= Stayovers
222
Expected Arrivals
186
Cancellations
11
No Shows
14
Early Arrivals
7
+ Adjusted Arrivals
<18>
168
Rooms Committed Tonight
390
Rooms Available For Sale
74
NOTE
All amounts must be rounded up to a whole number.
Using the completed room availability example and follow these instructions
1 Take total number of rooms and minus any out of order rooms (as these are not available to sell) this will give you the adjusted total of rooms available for sale 206 - 3 = 203.
2 We know that there were 121 rooms occupied last night.
3 Today we are expecting 44 departures.
4 Work out 2% of 44 this = <1> and write it in the space next to overstays. NOTE: These guests are not leaving and must be subtracted from your departure total.
5 Work out 6% of 44 this = + 3 and write it in the space next to understays. NOTE: These guests are leaving earlier that planned and must be added to your departure total.
6 Overstays plus understays equals +2 write this figure in the area next to adjusted departures.
7 Departures (44) minus adjusted departures equals (46) – write this in the second space next to adjusted departures.
8 Occupied rooms (121) minus adjusted departures (46) equals stayovers (75).
Now the process is repeated with arrivals.
9 Expected arrivals are 98.
10 Work out 2% of 98 this = <2> and write it next to cancellations. NOTE: These people are not arriving and must be taken off the arrivals total.
11 Work out 5% of 98 this + <5> and write it next to no shows. NOTE: These people are not arriving and must be taken off the arrivals total.
12 Work out 3% of 98 this = +3 and write it next to early arrivals. NOTE: These people are arriving early and must be added to your arrival total.
13 Cancellations minus no shows plus early arrivals = <4>- write this figure in the area next to adjusted arrivals.
14 Arrivals (98) minus adjusted arrivals equals 94– write this in the second space next to adjusted arrivals.
15 To work out the rooms committed for tonight add stayovers (75) and adjusted arrivals (94).
16 To work out the rooms available for sale minus the rooms committed (169) from rooms available for sale (203).
NOTE: All amounts must be rounded up to a whole number.
Activity 6
The first activity is the room availability sheet. This uses percentage figures obtained from previous history plus actual information from present day to forecast what availability might be.
The second activity is the verified room availability sheet. At the end of the day it is necessary to establish final availability using actual figures of arrivals, departures, no shows, cancellations and walk ins. Figures obtained from verified availability become your history used for forecasting.
Room Availability
Total Number of Rooms
1206
Out of Order
3
Rooms Available for Sale
Occupied Last Night
1121
Expected Departures
444
2% Over Stays
6% Under Stays
- Adjusted Departures
= Stayovers
Expected Arrivals
498
2% Cancellations
5% No Shows
6% Early Arrivals
+ Adjusted Arrivals
Rooms Committed Tonight
Rooms Available For Sale
NOTE
All amounts must be rounded up to a whole number.
Verified Room Availability
Total Number of Rooms
206
- Out of Order
3
Rooms Available for Sale
Occupied Last Night
121
Expected Departures
44
Over Stays
20
Under Stays
30
- Adjusted Departures
= Stayovers
Expected Arrivals
98
Cancellations
13
No Shows
20
Early Arrivals
1
+ Adjusted Arrivals
Rooms Committed Tonight
Rooms Available For Sale
NOTE
All amounts must be rounded up to a whole number.
Feedback to activities
Feedback 4
Guest must pay their accommodation charge up front and some kind of cash security deposit to cover telephone calls, room service and mini bar. Any deposit not spent is refunded on departure. Cash
Payment must be authorised on check in. The total of the account is estimated and an authorisation number obtained. At departure a variance of up to ten (10) % is acceptable. If the difference is above 10 % a new authorisation must be obtained for the additional amount. Cheque
On check in a pre-authorisation is obtained ¨ usually for the amount the room rate for the entire stay. Credit card
If this method of payment covers room only or room and breakfast etc. another method of payment must also be obtained to cover any extra charges. Travel agent voucher
If this method of payment covers room only or room and breakfast etc. another method of payment must also be obtained to cover any extra charges. The master account is presented to the guest and must be signed. Company charge ‘partial payment’
The master account is presented to the guest and must be signed. Company charge ‘full payment’
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