Wednesday, April 16, 2008

Future guest room in the hotel

http://www.youtube.com/watch?v=8-LWSkZkjr8

Dealing with difficult guests

http://www.youtube.com/watch?v=gQsyQK42Tso&feature=related

Dealing with difficult customers

http://www.youtube.com/watch?v=ACKbkmO9rLg&feature=related
http://www.youtube.com/watch?v=J-cTGhyAMk0&feature=related

How to answer the phone efficiently

http://www.youtube.com/watch?v=96AVwKqUZuE

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:

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.

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.

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)