Front Office Operations and Procedures PDF

MODULE 1: LESSON PROPER **Meaning of Front Office** - The term **\"front office\" refers** to ***[the part of a business or organization that directly interacts with clients, customers, or the public]***. It is often considered the ***face of the organization***, playing a vital role...

MODULE 1: LESSON PROPER **Meaning of Front Office** - The term **\"front office\" refers** to ***[the part of a business or organization that directly interacts with clients, customers, or the public]***. It is often considered the ***face of the organization***, playing a vital role ***in establishing relationships and conveying the brand\'s values***. In various industries, such as hospitality, finance, and retail, the ***[front office includes functions such as customer service, sales, and reception.]*** The ***[primary objective of the front office is to enhance customer experience by providing excellent service, addressing inquiries, and facilitating transactions]***. By creating a positive first impression, the front office significantly contributes to client satisfaction and loyalty. - In contrast to the front office, the **\"back office\"** comprises ***[functions that are essential to the organization\'s operations but do not engage directly with customers]***. This includes ***administrative tasks, data entry, and other support functions***. - While the ***[back office is crucial for maintaining day-to-day operations]***, - ***[the front office serves as the primary point of engagement, allowing businesses to respond promptly to customer needs and market demands.]*** - Therefore, the effectiveness of front office operations can greatly influence the overall performance and reputation of the organization. In today\'s competitive landscape, companies are increasingly investing in front office strategies to differentiate themselves, improve customer service, and ultimately drive growth. **NATURE OF HOTEL INDUSTRY** **The hotel industry** is ***a dynamic and multifaceted sector that plays a crucial role in the global economy and tourism.*** It encompasses a wide range of establishments that cater to travelers and guests, from luxury resorts and boutique hotels to budget lodgings and hostels. ***[The nature of this industry is inherently service-oriented, focused on providing not just accommodation, but also a variety of amenities and experiences that enhance guest satisfaction.]*** In addition to room service and housekeeping, hotels often offer dining options, recreational facilities, and concierge services, all aimed at meeting the diverse needs of their clientele. The ***hotel industry operates within a highly competitive landscape, where differentiation and quality of service are key factors for success***. Trends such as ***[sustainability, technological advancements, and personalized experiences have reshaped guest expectations, prompting hotels to innovate continuously]***. The rise of online booking platforms and review sites has also transformed how hotels market themselves and engage with customers, necessitating a strong online presence and reputation management strategies. Furthermore, the industry is susceptible to economic fluctuations, geopolitical events, and environmental factors, which can significantly impact occupancy rates and overall performance. In an era marked by evolving consumer preferences, the nature of the hotel industry has gravitated toward greater flexibility and responsiveness. For example, the increasing demand for remote work and long-term stays has led many hotels to adapt their offerings, providing more work-friendly environments and extended stay options. As the industry moves forward, it continues to navigate the challenges posed by changing travel habits and global crises while striving to create memorable experiences for guests, positioning itself as a resilient and integral part of the hospitality landscape. **Hierarchy of Hotel and Front Office Department** The hierarchy within a hotel, particularly within the Front Office Department, is essential for maintaining operational efficiency and providing outstanding guest service. At the top of the hierarchy is the  **Front Office Manager**, responsible for ***[overseeing all front desk operations]***, managing staff, and ensuring that guest needs are met promptly and effectively. Below the Front Office Manager **Assistant Front Office Managers**, who ***[assist in daily operations and oversee specific shifts]***, providing guidance and support to front desk agents. The front desk staff, including  **Front Desk Agents** and **Night Auditors**, play a crucial role in the guest experience. - **Front Desk Agents** serve as the ***[primary point of contact for guests, handling check-ins, check-outs, reservations, and addressing inquiries or issues]*** that may arise during a guest's stay. - **Night Auditors**, on the other hand, ***[operate during overnight hours, balancing daily transactions and preparing reports]*** to ensure all operations run smoothly. Supporting these roles are  **Concierge Staff**, who ***[assist guests with special requests, such as restaurant reservations and local attractions]***, and  **Bell Staff**, ***[responsible for luggage handling and providing guests with information about hotel amenities]***. This hierarchical structure within the Front Office Department fosters clear communication, defined responsibilities, and a collaborative environment, ultimately contributing to the hotel's reputation and guest satisfaction. Each role is integral to creating a welcoming atmosphere and ensuring that every guest enjoys a memorable stay. **ATTRIBUTES OF FRONT OFFICE PERSONNEL** Front office personnel are often considered the face of any organization, as they play a crucial role in shaping first impressions and influencing client interactions. One of the most essential attributes of front office staff is exceptional **communication skills**. These *[individuals must possess the ability to convey information clearly and effectively, both verbally and in writing]*, ensuring that clients feel heard and understood. Additionally**, strong interpersonal skills** are vital; front office personnel should be **approachable and friendly** to *[foster a welcoming atmosphere that encourages customer engagement]*. Another critical attribute **is professionalism**. Front office staff represent the company\'s brand and values, so they must maintain a polished and professional demeanor at all times. This includes being punctual, well-groomed, and dressed appropriately for the workplace. Furthermore, **adaptability and problem-solving skills** are equally important, *[as front office personnel frequently encounter unexpected situations that require quick thinking and resourcefulness.]* Whether addressing client complaints or managing scheduling conflicts, the ability to remain calm under pressure and find effective solutions is invaluable. Lastly, **attention to detail** is crucial in the front office role*[. Tasks such as managing appointments, handling correspondence, and maintaining records require meticulousness to ensure accuracy and efficiency.]* This attribute helps prevent misunderstandings and errors that could negatively impact client satisfaction. In summary, the attributes of front office personnel---communication skills, professionalism, adaptability, and attention to detail---are instrumental in delivering exceptional customer service and maintaining the overall reputation of the organization. **MODULE 2** 1. **Receiving & processing reservation** {on phone, on checkout etc. Take details report number, mistake to occur}. 2. **Welcoming the arriving guests.** {welcome tikka etc. Make him relax & feel good, create a positive attitude about the hotel}. 3. **Filling of the arrival & departure register.** I. The legal formality of registration must be fulfilled by the receptionist who sees that all customers supply the details required for a record that may be inspected by the police from time to time. II. Useful marketing about the guest is elicited from the guest are noted down in arrival & departure register which includes his personal financial information. 4. **Providing information service {**to guest}. III. About city, surrounding area, hotel has concierge desk {bell desk}. 5. **Preparing & updating the folios of the guest.** IV. During stay & from outlets, telephones etc. V. Not to cover charge/under charge him. VI. Bill instantly before check out. 6. **Dealing with complaint & handling them.** VII. Listen clear doubts, pay attention, don't argue. VIII. Solve with techniques & skills, tell the concerned department. 7. **Marketing & selling of the hotel.** 8. **Providing security services.** 9. **Communication & co-ordination with other department.** 10. **Maximizing occupancy through revenue management.** **DIFFERENT SECTIONS OF FRONT OFFICE AND THEIR IMPORTANCE** - Reservations - Communication (Telephone) - Reception - Information - Cashier - Guest Relation. - Uniformed Services **Reservations:** - ------------------- - ***Handles all reservation calls for all the bookings*** like free individual traveler (FIT) or groups and also take reservation. - ***[Handle all reservation requests by all other means]*** like fax, telex, e-mail etc. - ***[Maintain reservation rack]*** - ***[Maintain accurate and up to date room inventory.]*** - ***[Deal with all the sources of reservation]*** like travel agent, airline crew, corporate, etc. - ***[Set booking levels and close out dates if fully booked.]*** - ***[Makes effort to up sale the rooms]*** - ***[Lastly keep a proper record of]*** Telephones: - ------------- **Functions of Communication Desk:** ------------------------------------ - Answering incoming calls. - Directing calls to guest rooms through the switchboard/EPABX - Providing information on guest services - Processing guest wake-up calls - Answering inquiries about hotel facilities and events - Protecting guests' privacy - Coordinating emergency communication **Reception / Registration**: - ------------------------------- - This is one of the ***[most important sections of as they are in direct contact with the guest right from the time of arrival till the time of departure]***. - Reception staff performs the functions like welcoming the guest on arrival at the hotel, registering them and assigning rooms to them. - Complete pre-registration formalities for VIP's SPATT guest, groups, etc., - Maintain various records like registration cards, C-forms, amenities voucher, movement slip, discrepancy report, occupancy list and statistics, etc - Execute government formalities regarding foreigners such as C- form - Co-ordinate with housekeeping department for room clearance. **Information Desk: -** ----------------------- **Functions of Information Desk:** ---------------------------------- - Maintaining resident guest rack. - Handling guest room keys. - Co-ordinating guest mails, telegrams, faxes, courriers, parcels, etc. - Providing information to guests regarding hotel facilities and services, city information, etc. - Handling guest's messages. - Paging - **Cashier**: - ------------------------------------ **Functions of the Cash and Bills Section:** -------------------------------------------- - Opening and maintaining of guest folios. - Posting room charges in guest folios. - Recording all credit charges in guest folios. - Maintaining a record of the cash received from guests. - Preparing bills at the time of check-out. - Receiving cash/TC/demand draft for account settlement. - Handling credit/debit/charge cards for the settlement of a guest account. - Organizing foreign currency exchange for the settlement of a guest account. **Uniformed Services** ---------------------- - Bell Desk - Concierge Bell Desk --------- The ***bell desk is located very close to the main entrance of the hotel***. This section is headed by a bell captain, who leads a team of bell boys and page boys. - Handling guest luggage at the time of arrival and departure - Escorting guests to their rooms on arrival. - Familiarizing guests about safety features and in-room facilities. - Making sundry purchases for the guest. - At request keeps guest luggage in the left luggage room **Concierge** The ***concept of concierges came from the days of European royalty; the concierge was the castle doorkeeper in those times***. His duty was to ensure that all castle occupants were safe in their rooms at night. A concierge is often expected to achieve the impossible Functions of concierge: ----------------------- - Making reservations for dining in famous restaurants. - Obtaining tickets for theatres, musicals, sporting events - Arranging for transportation by limousine, car, coaches, buses, airplanes, or trains. - Providing information on cultural and social events like photo exhibitions, art shows etc. **Guest Relation: -** --------------------- - ***Maintains contact with the guest during their stay in the hotel in order to ensure that the guest is having a comfortable stay.*** - Maintain guest history - Escorting the VIP guest to the room - Render traditional welcome - Co-ordinate with travel desk to avoid confusions regarding vehicle arrangement for guest from hotel side - Take care of special days for the guest and make arrangement for cake / a candle light dinner / complimentary gift / flowers etc [Ancillary Areas of Front Office] Business Center: - ---------------------------------------------------------------- - It is one of the revenue generating centers of the FO. - It is a place where a guest can get the facilities like Internet, Xerox, Print outs, etc **Travel and Transport: -** --------------------------- **Functions of Travel Desk:** ----------------------------- - Arranging pick-up and drop services for guests at the time of their arrival and departure. - Providing vehicles on request to guests at pre-determined rates - Making travel arrangements like railway reservation/air-tickets - Organizing half-day or full-day sightseeing - Arranging for guides who can communicate in the guest's language Shopping Arcade: - ------------------ - A ***row of shops arranged in the lobby which sell souvenirs, books, gifts, flowers*** etc. **LAYOUT OF THE THE FRONT OFFICE AND THE LOBBY** 1. In general, the drive way in front of the lobby (passing through the portico) should be at least 18 ft. wide, such that two cars can pass easily. 2. Sufficient height clearance to allow coaches loaded with luggage on top should also be given consideration. (a minimum of 16 ft. high clearance from the road should be allowed) 3. No. of steps for entrance into the lobby area, as generally a raised entrance approach by steps is used. To avoid the problem of carrying of luggage from steps there should be a separate luggage entrance in the form of a ramp starting from driveway to the main entrance. The ramp should not be too steep. The recommended inclination with a road of the ramp for luggage trolleys and wheel chair is 2 ½ ft. as most convenient. 1. Should be spacious but not waste full. Size of the lobby is dependent on factors like hotel size, activities that take place in the hotel, structural layout of the hotel, system used in the hotel, etc. 2. The natural flow of the guest should be toward reception / information counter on his arrival in the hotel. 3. Sufficient space should be there for luggage center (short time keeping of luggage in the lobby before either sending to the room or to the vehicle) 4. As it is a general circulation and waiting area all the desk such as front desk, travel desk, GRE desk, house telephone, elevators and staircase should not block each other. 5. Front desk is located in the lobby, it should be in clear view of the guest entering in the lobby and the front office staff should be able oversee the activities in the lobby, entrance, exit, elevators, shops, etc. and possibly the dining area i.e. restaurant / coffee shop. 6. Shopping arcade may also be either one part of lobby or nearer to the lobby. 7. All the restaurants may also be reached through lobby. 8. Cloak rooms / washrooms must be in one side of the lobby. 9. In addition to the entry from the porch or drive-in, there must be an entrance to lobby from the car parking area which is usually in basement. 10. As it is the most important public area in the hotel should be well decorated with good quality of display materials, chandeliers, furniture matching with the décor of the theme and décor of the hotel. 11. Flooring of the lobby should be durable, easy to maintain and eye appealing and also cost effective. 12. Walls must be well maintained. 13. Maximum utilization of natural light and air should be done for lobby planning. 14. The design and shape of the lobby should also match the architectural theme of the hotel. 15. Color of paint and distemper used must be in harmony with the color of material such as counter and furniture etc. 16. Lobby should be spaciously designed without wasting any space. Size of the lobby is dependent on the following factors - On the size and type of hotel - Structural layout of the hotel - Systems used in the hotel, such as manual / mechanical or automatic  **LIST OF EQUIPMENTS USED IN THE FRONT OFFICE** =============================================== - Key and mail rack (Semi automated and non-automated system): - To hold the room key and guest mails. - Mail sorting rack (Semi automated and non-automated system): - To hold the mail after sorting the mail. - Reservation Rack (Semi automated and non-automated system): - To store future reservation records. - Page Board (for all systems): - A board used by the bell boy to page the guest. - G.R. Card Holder (For all systems) - Bulletin Boards or Reader's Board or Board to Ready or Display Board (for all systems): - Used to display the information of the events going on in the hotel. - Photocopying Machine or Xerox Machine (Semi automated and non-automated system) - Room Rack (Semi automated and non-automated system): -To hold room rack slips (which displays guest data, room no. and room rate etc.) are arranged room no. wise. - Billing Machine and Posting Machine (non-automated system): - Used by the cashier for posting and taking out the bill print out posting, monitoring and bring out balance charges. - Date and Time Punch (Semi automated and non-automated system): - To punch date and time on the mail received by the hotel. - Credit Card Imprinter (Semi automated and non-automated system): - To swipe credit card at the time of payment by the guest. - Telephone (for all hotels): - To communicate - Postal Weighing Scale (non- automated system): - Used to measure the weight of the packet need to be posted, so that stamp can be stuck. - Franking Machine (Semi automated and non-automated system): - A machine used for printing postage stamps value on the envelope. - Perpetual Year Planner / Status Board (Manual Hotels): - Shows Room Status. - Fax Machine (Semi automated and non automated system): - To send and get information via electricity. - Complete Computer System Hardware (Monitor, Printer, etc): - To carry out various operations like to take reservation, to stores data, to take out bill etc. - Magnetic Strip Reader: - Reads data magnetically encoded and stored on the magnetic type of strip on the back of a credit card and writs that data to a credit verification source and the credit card verification service either approves or disapproves the transaction. - Voucher Rack (all systems): - This rack is used to keep the guest signed vouchers for future reference and is located near the accounting posting system. - Folio Tray: It is a bucket where the guest folio are stored and arranged by guest room number.Ones these accounts are settled, the folio are moved to permanent storage location. CO-ORDINATION & CO-OPERATION WITH DEPARTMENTS & SECTIONS: - HOUSEKEEPING: - =============== Rooms being the common factor, front office communication with housekeeping are very essential. Front Office-Housekeeping ------------------------------------------------ i. Arrivals. ii. Rooming list of groups. iii. Change of rooms. iv. Departure notification. v. Room discrepancy report. Housekeeping- Front Office -------------------------- i. Occupancy report. ii. Room cleaned & ready. iii. Room under maintenance work. iv. Room discrepancy report. FOOD & BEVERAGE: - ================== ROOM SERVICE: **-** amenities vouchers, arrivals, departures & change of room. ENGINEERING & MAINTENANCE: - ============================ Repairs & faults pertaining to air conditioner, electrical fittings, plumbing etc. 4. SALES & MARKETING: - Front office requests the scale & marketing department for improving the room sales, sales & marketing keeps the front office informed about the new agreements with travel agents, airlines & corporate sector. STORES: - ========= For supply of stationery, forms, formats & registers. ACCOUNTS: - =========== Notifies arrivals & departures & opening of guest folio after registration. NIGHT AUDITOR: - ================ He audits & checks all guest transactions & bills made during the day & prepare the room sales for the day. TELEPHONES: - ============= Front office informs about the arrivals, departures, change of room & guest location. KEY WORDS 1. **Front Office-** Front office department plays an important role in image building of a hotel. The reception desk includes front office cashier, information, and registration section. 2. **Reception** - Reception staff performs the functions like welcoming the guest on 3. **Information** -- This section provides information to the guest regarding the hotel, city and the country at large. 4. **Concierge** - In some hotels concierge provides information to the guest when longer interactions are required such as planning of an itinerary and related needs. 5. **FO Equipment**- Equipment vary from hotel to hotel basing on the system of operation of the front office. Categorized as manual / Non-automated, Automated, Semi-Automated. **MODULE 3: LESSON PROPER** **RESERVATIONS** The term reservation is defined as '***blocking or booking a particular room type for a guest, for a definite period of time, for a particular guest'***. To ensure a safe and secure place for stay during their visit to another town, guests generally prefer to make advance reservations in hotels and other types of accommodation units. All hotels will readily accept reservations in order to achieve high occupancy and to maximize their room revenue. When a guest makes a reservation for a definite time period, it is expected that the hotel will accept and honor its commitment by a contract between the hotel and the guest. A ***reservation is therefore is a bilateral contract between a hotel and a guest, according to which the hotel must provide the specified room type to the guest and the guest must agree to pay all relevant charges***. This is also known as **CONTRACT OF BOOKING.** If either the hotel or the guest wishes to alter or cancel the reservation, this can be done only through a mutual agreement. If a guest fails to inform the hotel about his cancellation, the hotel may decide to retain the advance deposit received from the guest earlier to cover up for any loss of room revenue. The ***amount forfeited when a guest does not inform about his cancellation to the hotel*** is termed as **RETENTION CHARGES.** Alternatively, if a hotel is unable to provide room to a guest upon his arrival, the hotel has to provide alternative accommodation of similar standard in another hotel and pay for any differences in room rates and any additional expenses the guest may have to incur. The reservation department handles all reservation requests for accommodation, interacts with the customers and constantly monitors the room status and the reservation status. **IMPORTANCE OF RESERVATION** The role of reservation department is not limited to making reservation. It also maintains records of the hotel occupancy, which helps in planning sales and marketing strategies. **1. Importance of reservation for guests:** **Ensures room on arrival** -- ***A guest who makes prior reservation is ensured of the required type of room and number of rooms for his entire stay in the city***. This saves him from the difficulty of finding accommodation on arrival especially during peak seasons when most of the hotels are full. **Budgeting** -- As the ***guest is informed about the tariff of room reserved at time of booking***, he is able to budget his holiday or tour, taking in account the amount he spends on his stay, food, entertainment etc. He is able to plan his holiday or tour without worrying about the basic needs of accommodation and food. **Other facilities** -- The ***guest is ensured of certain facilities offered by the hotel which can be confirmed by making the reservation*** e.g. iron and ironing board on loan basis, laundry services in hotel, Wi-Fi, tea and coffee maker, kids' zone, provision of babysitter, etc. A business traveler is also able to give the hotel address to his associates for any meetings, correspondence transfers to and from the hotel. **2. Importance for the hotel:** Prior reservation gives the hotel an indication of the level of business likely to be encountered during any particular period. The reservation manager knows the amount of business ensured during that period from the confirmed reservations. Gives the first impression of the hotel to the guest. Sells the main product of hotel (accommodation). Generate customers for other departments. Provide important management information to the guest. Reservation department updates the room availability record and thus maximize the revenue generated from room booking. Reservation department prepares the housekeeping and front desk for arrival by communicating the arrival details taken at the time of reservation. Reservation department helps in planning the distribution of the staff at the front desk-the roaster for the staff can be prepared according to the number of confirmed reservations for the day. Reservation department provides reservation data to the finance department, which forecast the volume of business on the basis of confirmed reservation. It generates the customer for the hotel-first time customer as well as repeat customer-by handling the reservation queries and request politely. It maintains the hotel occupancy record, which helps the management to plan business strategies-change in room rates, renovation of rooms, expansion program and opening a new unit in the city. **Types of Reservation** **a) Tentative Reservation** **b) Confirmed Reservation --** **i) Non- Guaranteed Reservation** **ii) Guaranteed Reservation** **c) Waitlisted Reservation** **Tentative Reservation --** It is a ***reservation request that a prospective guest makes on a tentative basis for his particular stay dates***. The hotel holds the room for the guest till a cut-off date, by which the guest should confirm the reservation. Upon confirmation from the guest, the hotel changes the tentative reservation to a confirmed reservation, and updates its records accordingly. If the confirmation is not received from the prospective guest by cut-off date, the reservation is cancelled and the rooms' inventory is updated. **Confirmed Reservation** -- ***Once a guest confirms a reservation request, the hotel blocks a room for specified stay dates and sends a written confirmation of the same to the guest either through letter or email***. Confirmed reservation is of two types- **i)Non- guaranteed Reservation:** ***When a guest confirms her reservation at a hotel but does not guarantee it with an advance deposit***, it is treated as a non-guaranteed reservation. In this type of reservation, the hotel agrees to hold the room for the guest till the cancellation hour (which is usually 6 PM), unless the guest informs the hotel about his late arrival. If a guest does not arrive by cancellation hour, the hotel is free to release the room and sell it to any walk-in guest. This enables the hotel to cover the probable loss due to a no-show. Hotels nearing full occupancy might accept only guaranteed reservations once a specified number of expected arrivals is achieved. **ii) Guaranteed Reservation**: ***A guaranteed reservation is a confirmation that the hotel will hold the reserved room for the guest and not release it to any other guest even if the guest doesn't arrive on time.*** This requires the guest to make an advance payment (part or full, depending on the hotel policy and hotel occupancy for requested stay dates). The hotel has to hold the room for such guests even beyond its cancellation hours, till next day's check-out time in case of no-show of guest. The guest is sure of desired accommodation ready for him even he arrives late without any prior information to the hotel. The guaranteed reservation can be obtained through one of the following ways- ** Prepayment and Advance Deposit** ***[Prepayment requires payment in full be received from the guest whereas Advance deposit requires payment of a specific amount of money as deposit]*** (generally one room night rent plus taxes) from the guests. A guaranteed reservation requires the payment of the room rent or a specified amount in advance, known as pre-payment. As the hotel holds the room for the guest even after cancellation hours, pre-payment protects the hotel from any loss of revenue in case of last minute cancellation or a no-show. Pre-payment can be made by sending demand draft or depositing cash at the hotel. Cash deposit is the most preferred mode of accepting guaranteed reservation by most of the hotels. Guests can alternatively choose to pay the full amount in advance through their credit/ charge cards. A guest should send a letter authorizing the hotel to charge payment to their credit cards account for obtaining guaranteed reservation, along with a copy of the front and back of the credit card. The hotel staff must check the validity and authenticity of the card before using it as a guarantee. ** Contractual Agreement --** ***[A hotel may have a contract with an individual or a company for providing guaranteed reservations]***. According to such a contract, the hotel confirms the reservation for the individual or a person referred by a company on guaranteed basis, and the person or company agrees to pay for the reservation, even in case of no-show. Hotel may have contractual agreement with the following -- **i. Tour Operators and Travel Agencies** **ii. Companies or Corporate houses** **iii. Allotment** **iv. MCO** **Tour Operators and Travel Agencies:** ***[They make bulk purchases of rooms at a relatively low contracted price. They guarantee the hotel a minimum number of room nights in a particular period and agree to pay the room charges even if they are unable to fill the number of rooms as per their agreement with the hotel.]*** The hotel guarantee these reservations on the basis of vouchers issued by the travel agencies or tour operators, by which they agree to pay for the room and service charges mentioned on the voucher; other services are charged from the guest. **Companies or Corporate houses:** In this case, ***a company may enter into a contract with a hotel, whereby the company guarantees payment for its employees or sponsored guests and accepts the financial responsibilities for any no-shows***. ***[Hotels guarantee these reservations on the basis of a letter from the company, called a bill to company (BTC) letter]***, acknowledging the guest as its employee or client and agreeing to pay his bills as per contract. **Allotment:** Allotment is a ***[set of rooms booked for a particular period of time for a company or for a group]***. This type of reservation is made for training courses, conferences or for private parties. A guest may be asked for a booking reference or for any other verification before they are provided a room. Allotments are managed by the reservations manager or the group coordinator and the operational issues are checked on a daily basis. **Miscellaneous Charge Order (MCO):** The ***[Airline Reporting Corporation (ARC) issues MCO and thus guarantee payment to the hotel if the travel agency defaults on payment or if the guest is a no show]***. **iii) Waitlisted Reservation** ***[A reservation is waitlisted when a requested category of room is not available for the requested dates.]*** A waitlisted reservation will be confirmed when a hotel receives a request for room cancellation in the same category***[. The hotel does not guarantee a room in case of waitlisted reservation, it is understood that the room will be assigned to the guest in case of a cancellation or a no show]***. **Modes of Reservation** The mode of reservation tells us HOW the reservation has reached the hotel. For example, a reservation request may reach the hotel through a written mode such as -- letter, fax, telex or email or through a verbal mode like telephone or in person. **1. Written mode:** ** Letter** -- this ***[mode is commonly used by companies and corporate houses,]*** travel agents and tour operators who send in their reservation request to the hotel on their company letterheads. The hotel will make the reservation as per details given in the letter. **Fax** -- Fax or ***[Facsimile transmission uses electronic scanning technique to send copies of a document over an ordinary telephone line through a special machine that prints identical copies of the document]***. This makes it possible to send a reservation request instantaneously. Hotel processed the request as per details and send the confirmation letter to the guest. **Telex or Tele Printer Exchange** -- involves the ***use of specialized telephone lines, where the message is communicated in a written form***. ** E-mail --** It is the ***[most common method of communication]***. E-mail or Electronic mail that makes it possible to contact the hotel instantaneously. This is a fast and very convenient method of reservation. 2**. Verbal mode:** ***[Reservation requests may also reach the hotel through verbal mode or oral communication]***, i.e. in person or over the telephone. The advantage of oral communication is that it generates immediate response and feedback and is very fast and convenient. ** In person --** if ***[an individual or a representative goes to the hotel to book rooms for future]***, it is termed as an in-person reservation. **Telephone** -- the ***[most common method of direct reservation communications, a prospective guest may telephone the hotel directly]***. The reservationist takes the information sequentially as per the script. Most of the hotels these days have high-end systems that record a call which can be used later on, for training purpose. **Sources of Reservation** A hotel receives reservation requests from different sources like direct guests, central reservation system, travel agencies, etc. 1\. **Direct Reservation or Property Direct** -- ***[When a hotel receives a reservation request directly from a guest without any mediator]***, it is termed as direct reservation. An individual or group can contact the hotel directly. Modes of Reservation Written Mode (Letter, Fax, Telex, E-mail) Verbal Mode (In person, Telephone) 2\. **Travel Agents and Tour Operator --** ***[Travel Agents are intermediary retail agents who sell rooms, airline seats and other products and services to the travelers]***. On the other hand, Tour Operators are wholesalers who purchase the rooms, airline seats and other travel products from the various principle suppliers and form a package and finally sell the packages to a travel agent. Many guests make reservations through a travel agent or a tour operator. The agent will normally take a pre-payment from the guests and send a confirmation to the hotel, and issue a TAV (Travel Agent Voucher) on its behalf. Travel agents generally receive a commission for their services to the guest, or to the hotel or both. 3\. **Companies and Corporate Houses --** ***[They may have special contracted rates, assigned to them on the basis of volume of business they provide]***. Since these companies also provide bulk business to the hotels, the hotel may decide to offer low rates. 4\. **Corporate Travel Departments** -- ***[Most corporate organizations have a separate travel department consisting of hired professional who arrange and cater for the travel and accommodation requirements of the employees.]*** 5\. **Hotel Sales and Marketing** -- ***[Most of the hospitality properties have sales representatives who approach various market segments and combine their efforts of selling products and services offered by a hotel]***, thus generating a large amount of revenue for the hotel. 6\. **Intersell Agencies** -- ***[These are multiple product handlers, i.e. they deal with multiple products, such as hotel reservations, car rentals, travel arrangements, airline reservations and so on]***. Intersell agencies such as Make My Trip, Yatra.com are rich source of reservation to the hotels. 7**. Central Reservation System (CRS) --** ***[CRS is a computer based reservation system, which enables a prospective guest to make reservations in any of the properties of a single chain]***. The CRS office deals with direct guests, corporate houses, travel agents and so on by means of toll free telephone numbers. Equipped with the necessary communication equipment, the CRS office works 7 days a week and 24 hours a day. They have accurate and up-to-date information of the number of rooms available for the day of the member hotels, thereby, assisting the guests to make reservations in more than one hotel through a CRS. In case rooms are not available, the reservationists can direct the reservation to the other member hotel. 8\. **Global Distribution System (GDS)** - It is a ***[world-wide computerized reservation network, and is used as a single point of access for reserving hotel rooms, airline seats, car rentals and various other travel related services by travel agents, large corporations and online reservation sites]***. Being a link between the producers and the end users of travel related products and services; GDS provides a bundle of products to the prospective users across geographical boundaries. used around the globe are Amadeus, SABRE, Galileo and Worldspan. **Guidelines in Taking Reservations** 1. **Greet the client and offer assistance.** 2. **Determine room availability**. Once the request for reservations is received, find out from the inquiring party the date and type of room required. Then, check if there is an available room corresponding to the room type preferred. 3. **Accept or deny a reservation request.** - If a room is available, accept the reservation. - If the specific accommodation requested is not available, apologize and explain to the client that the particular accommodation is not available. Then, offer an alternative room depending on what is available. - If the hotel is fully booked, apologize and explain that the hotel is fully booked. Then, offer alternative dates or accommodation at the hotel or in sister hotels. - If the guest is blacklisted, the actions to follow depend on the reason why the guest is blacklisted. For instance, if the guest has caused trouble, the reservations staff may refuse the request completely, or may accept it but on a cash-only basis. 4. **Gather details of the reservation.** Once room availability is confirmed, all pertinent information regarding the reservation shall be inputted in the guest profile (automated system) or indicated in the room reservations form (manual system). These pieces of information are the following: +-----------------------------------+-----------------------------------+ | - - Number of persons | - Remarks (special request | | arriving | arrangements -- e.g., very | | | important person (VIP), | | - Arrival and departure date | amenities) | | | | | - Number of nights the guest | - Room rate | | will stay | | | | - Billing arrangement | | - Number (quantity), type of | | | room, and type of bed | - Booked by | | required | | | | - Accepted by | | - | | | | - | +-----------------------------------+-----------------------------------+ 5. **Determine the method of payment.** The various ways for a guest to make his/her reservation guaranteed are through the following: cash, credit card, debit card, direct bill, and check. 6. **Reconfirm details of the reservation.** This allows the verification of information gathered and immediate correction of errors if there are any. 7. **Explain the guarantee policy.** This includes the policies of the hotel regarding the non-appearances of the guest during guaranteed and non-guaranteed reservations. 8. **Thank the client.** Client Questions - Is there a room of a particular type available on a particular date? - What types of rooms are available? - How many people does this room can accommodate? - What facilities are offered in the room? What services does the hotel offer? - Does the hotel have particular facilities (e.g., parking, childcare, business services)? - What is the cost of the room (per person or per night)? - What is included in the cost/tariff (e.g., breakfast, access to the hotel facilities)? - Where is the hotel located (and/or how can the guest get there)? - Is the hotel close to transport terminals and attractions? Staff Questions - How many people will be staying in the room? - What is the name of the guest (and how is it spelled)? - What is the title of the guest (e.g., Mr., Mrs., Ms., Doctor, Professor)? - What are the guest's address, phone number, and e-mail address? - How would the guest prefer to settle the bill? - Can the hotel take the credit card number of the guest (and if so, what is it)? - How will the guest be arriving at the hotel (e.g., by car, or by what train or flight)? - Has the guest stayed at the hotel before? Is the guest a member of the hotel's loyalty program (or frequent guest club)? - What is the guest's nationality? Telephone Etiquette - When answering a business phone, it should not take more than three (3) rings before picking up. Advise employees that the second ring is the ideal time to pick up the phone. - The phone should be answered with a positive greeting such as "Hello," "Good Morning," or "Good Afternoon," and the like. Following the greeting, the person who answers the phone should give his/her name and the name of the business or organization that is being contacted. - Put on a smile before placing or answering a phone call. When a person smiles, it affects the sound of his/her voice, giving it a more pleasant and friendly tone. - Speak in a clear tone using a voice that is neither too loud nor too low. Words should be enunciated and said slow enough that people can understand what is being said to them. - If someone must be put on hold, ask for permission first and give him/her the option to leave a voicemail message. When taking them off of hold, thank the caller to show that their time is respected. - When a caller is speaking, listen to what s/he has to say without interruptions. - Always return phone calls if a return call has been promised. If it is needed to transfer a call, inform the person on the other end before doing so. It is also important to explain the need for the transfer. a. That is Charlie-Alpha-Romeo-Romeo-India-Echo-Delta-Oscar. b. That is C for Charlie, A for Alpha, R for Romeo, another R for Romeo, I for India, E for Echo, D for Delta, and O for Oscar. a. It is C for Charlie, O for Oscar, L for Lima, another L for Lima, A for Alpha, R for Romeo, D for Delta, and O for Oscar. b. It is Charlie-Oscar-Lima-Lima-Alpha-Romeo-Delta-Oscar. **Hierarchy of Reservation Section of a Large Hotel** 1. Reservation Manager/ Revenue Manager 2. Reservation Supervisor 3. Reservation Assistant **Furniture and Equipment used in Reservation Department** 1\. An office for Reservation Manager 2\. Status board for knowing room status or Computers 3\. Filing racks, cabinets for storing reference material 4\. Telephone, fax machines, scanners, printers etc. **Systems of Reservation** **Manual or Non-automated System of reservation** ***[In a manual system, all the reservation records are maintained manually]***. This old system is reservation is suitable for a small property, where the number of rooms is less and the volume of reservation requests is also low. **Room Availability Records used in Manual System** **Room Status Board/ Perpetual Year Planner/ Stop & Go Board** As the name suggests, this chart Shows the rooms booking position for 1 year on continuous basis. The status is shown under three categories a\) **Sold Out**- means no rooms are available b\) **On Request** -- means rooms can be blocked subjected to cancellation and the guest is given the status of waitlist. c\) **Free Sales** -- means the rooms are freely available for booking. The Free sale status changes to Sold out & further to On request in case of reservation request and with the cancellation, the status changes from On request to Sold out and further to Free Sales. 1**. Advance Letting Chart (ALC) or Conventional Booking Chart** It is an old system used only by small hotels and those which do not have computerized system. This system uses charts on monthly basis. Since there are max. of 31 days in a month, the chart has 31 vertical columns which indicates dates & on the horizontal rows the room numbers are mentioned. The number of horizontal rows will depend on the number of rooms in the hotel like single room, double room, etc. Abbreviations for room features like SR for Single room, Sp for facing Swimming Pool, DR for Double room etc. are used. Blocking, cancellation & amendment entries are generally made by PENCIL on the chart, so that the chart does not become messy by frequent usage & maintain records effectively. On receiving the request of booking from the prospective guest which include the type of room and period for which booking is required, the reservationist checks up the position from the chart & then blocks the room on the chart with the help of a pencil by drawing a line from the concerned dates against the room nos. All HK status such as OOO rooms, U/R rooms etc. for that period are also recorded on the chart so as to avoid booking of such rooms. **Advantages --** I. It is visual reference of future expected business of hotel. II\. Useful for small hotel where guest's length of stay is long. **Disadvantages --** I. It is not easy to find out number of rooms booked or available by looking at glance in case of large transit hotel. II\. It is difficult to show overbooking. **2. Density Control Chart** Useful for large hotels not operated on automatic system & hotels with short stay of guest, a better system than ALC is Density Chart. This chart is designed on the principal that each reservation reduces the availability of rooms & each cancellation increases the room availability. All the rooms of same type are grouped together irrespective of their location in the building & are put on one chart. For eg. -- If the hotel has 80 double rooms, then all will be shown on one chart. Like ALC, 31 vertical columns are made for dates. The first vertical column on the left side of the chart does not indicate specific room numbers but shows the no. of rooms of a particular type of the hotel & are written in descending order. This chart does not book individual rooms but books the room of a specific type. **Advantages --** I. No specific room number is allotted to the guest prior to his arrival; the available room is given at the time of check-in. II\. Easier to work on this chart. Disadvantages -- I. This chart works well where all rooms are of a particular type & have same physical facilities. The hotel may use one of the following systems of manual reservation: 1\. Diary system of reservation 2\. Cardex system of reservation Diary system of reservation Most suited to small hotels where the average stays of guest is long. The system consists of a bound book called Booking Diary or Hotel Diary. Each page of this diary represents one day. Hence it has 365/ 366 pages for a year. All necessary information that is received from the prospective guest & recorded on reservation form is transferred to diary. For a small hotel, one page for each day may be sufficient. In case of large hotel for seasonal period where the volume of reservation is high, one page may not be sufficient, individual loose leaf may be used. Some hotels, in addition to reservations, also record all walk-ins that come to hotel, so that a complete detailed record for the period is always available. Cancellations are done by drawing a straight horizontal line. Later when expected arrival list is prepared one day before the arrival of the guests, all special requests such as late arrival, car at airport etc. are recorded. Advantages i\. Useful for small & resort hotels. ii\. All reservation records are available in one consolidated book. iii\. Chances of losing the records are very less, hence it is safe. iv\. Easy to store. Disadvantages -- i\. Since the diary is bulky, its movement for reference from reservation section to front desk is difficult. ii\. Only one person can work on the diary at one time. iii\. Diary can be maintained in date & time sequence only and it is not possible to arrange it in alphabetical order, as well as quick reference of a reservation request alphabetically is not possible. iv. Cancellations & amendment also create problem & disturb the sequence of diary. **Cardex system of reservation** This system is still used in some of the small & medium hotels. It comprises of a very compact equipment to store reservation data in hotel. The basic concept of this is like a library cardex system. The system consists of a rack which consists of 12 drawers (one for one month) and each drawer has 31 cardex sheets which can be arranged overlapping each other with a transparent plastic sheet separating each. The sheets are arranged in such a way that the bottom part of each sheet showing the date & day is visible for the entire month of one year. All reservation requests within the lead period of one year shall be entered in the cardex sheet as per the date of arrival. **Semi-Automated System of Reservation -- Whitney System** Produced by 'Whitney Duplicating & Check Company' of New York from which it took its name. Whitney reservation racks are arranged on the wall in the reservation room. Generally, 31 racks are used for each current month. Each Whitney rack is for a particular date. For the next eleven months, 11 racks are used and 01 rack is used for the following year. As soon as request comes for booking, the Shannon is typed in duplicate. One goes to the rack of the corresponding date and the copy is attached to reservation form and kept either in correspondence file or Rotary rack. The Whitney rack for the next day goes to the front desk arrival section before closing of the department after checking with reservation form. In this way the rack moves ahead each day. Color code -- To indicate and identify the status at a glance, hotels may use their own different color Shannon. For example, white slips for FIT's, blue slips for travel agent booking, pink for airline booking and yellow for group booking, and so on. Automated System of Reservation -- Automated reservation systems are computerized reservation systems that are used to store and retrieve room status information and conduct transactions. The information stored in the automatic system is the same as in a manual system. However, the processing of reservation request does not require manual study of ALC, Density control chart etc. The reservation assistant can check the availability of rooms by clicking on a link on the computer. In this system, the reservation information is keyed into the electronic format of the reservation form, and this information is transferred to the central server where the room status is updated automatically. The automated system saves the trouble of manually updating the records. It also generates reports like occupancy records or forecasts and lists like Expected Arrival List, Expected Departure List, etc. CRS and GDS are examples of automated systems. Central Reservation System (CRS) Also known as Central Reservation Office (CRO), it is generally used by chains. The concept of CRO is simple. A chain of hotels which has a CRO system has reservation office in different cities, although they may have no unit operating in that city. All the units of the chain are inter-linked with CRO/CRS of the chain. The unit allocates a particular percentage of the total no. of rooms for the hotel. For providing this service, the unit gives a particular percentage of commission to CRO. Over a period of time a close watch on the performance of CRS is kept. If the CRS is not able to book the allocated no. of rooms, then the unit can withdraw rooms from CRO. If CRO is able to book more rooms than allocated to them, more rooms can be given to CRO for booking. If any such changes in the allocated no. of rooms are made, both the parties must very clearly understand this, so as to avoid any double booking. CRO can also be an independent organization unattached to any chain and hotel company. This type of CRO offers a greater range of hotels over a wide area. The biggest example of one such CRO is OMAHA (Western International). CRO is very useful for those units of the chain which are normally not doing well on their own. Examples of CRS -- 1\. Marsha (Mariott Hotels) 2\. Taj Central Reservation System 3\. Utell 4\. Welcomnet 5\. Holiday Inn Worldwide 6\. Leading hotels of the world Instant Reservation System (IRS) It is generally an independent division of the chain of hotels and situated in one of its units. While the reservation department of that unit of the chain takes reservation for that unit only, IRS takes booking for all the units of the chain, except that particular unit where IR office is located. Points to be considered while accepting a reservation request 1\. Write names clearly. Surname in block letters. A slight difference in spellings may delay a receptionist in locating the reservation of a guest on arrival. Always get the last name and the first name correctly with spellings. 2\. Ask for exact date and time of arrival and departure. 3\. Avoid taking reservation for an indefinite date. 4\. For the time of arrival, apply the European system of 24 hours. 5\. Clarify the type of meal plan to the guest. 6\. If the arrival is given after midnight, make sure the reservation is recorded for the next day. 7\. Always specify the type of rooms and the no. of rooms required. 8\. Explain to the guest that the rooms may not be available at the early morning hours, since the checkout hour is generally 1000hours or 12 noon in most of the hotels. The only way a guest can guarantee a room for very early occupancy is to have it reserved from the night before. 9\. When referring to previous correspondence or booking in case of a change or cancellation, 10\. Inquire from the guest their original date of arrival as all records are filled under original date of arrival. **Reservation Process** The standard procedure of responding to a guest request is a\. Receiving reservation inquiries b\. Determining room availability c\. Accepting or denying request for reservation **Amendments and Cancellations** 1\. Occasional reservation change or cancellation: Potential guests initially asking for an accommodation might make up their minds later (before arrival) and call back for a reservation modification. In fact, guests might change their arrival date, expected departure date, method of payment or call for any other change previously confirmed in their confirmation letter or simply call to cancel their previous reservation. 2\. Modify a reservation type (from non-guaranteed to guaranteed): In this very case, the reservation assistant shall a\. Obtain the guest's name, and access the correct non-guaranteed reservation. b\. Obtain the guest's credit card type, number and expiration date, and cardholder's name, and verify the validity of the credit card. c\. Assign the guest a new reservation confirmation number. d\. Complete the reservation type change from non-guaranteed to guaranteed reservation status. 3\. Reservation cancellation: a\. Reservationist accepting a reservation cancellation shall behave in a polite, courteous and effective manner even though reservation might make the hotel faced with unsold room(s). b\. When cancelling a reservation, the reservationist shall issue and communicate a cancelation number to the guest. In accordance to confirmation numbers, cancellation numbers shall be meaningful as to be used for statistical purposes, and as to prove whether a reservation has been properly cancelled according to hotel cancellation policies or not. I. Cancellation of a non-guaranteed reservation: In this case the reservationist shall a\. Obtain guest's name and address. b\. Obtain number of reserved room(s). c\. Obtain scheduled arrival and departure dates. d\. Obtain the reservation confirmation no., if applicable. e\. Access the right account, and cancel it. f\. Assign the cancellation number. g\. Suggest an alternative reservation. II\. Cancellation of a guaranteed reservation: All the above-mentioned procedure applies also for the cancellation of a guaranteed reservation. Moreover, the reservationist shall pay attention to the following a\. In the case of a cancellation of a credit card guaranteed reservation, the cancellation number acts as a proof of whether a certain guarantee shall be refunded to the potential guest or not. b\. In the case of advance deposit guaranteed reservation, again the cancellation number acts as a proof of whether a certain guarantee shall be refunded to the potential guest or not. c\. In case of any other guaranteed reservation, the reservationist shall coordinate with the representative and mail him/her a letter documenting the cancellation. 4\. Reservation reports: In the reservation department, the widely used management reservation reports include a\. Reservation transaction report b\. Commission Agent report c\. Turn Away report (Guests who cannot be accommodated in the hotel for certain reasons or sometimes when a guest himself refuses to go ahead with the reservation due to certain reasons are called Turn Away guests). This report is also called refusal report. d\. Revenue forecasts report 5\. Expected Arrival, Stay over, and Departure Lists: On a daily basis, the reservation department shall prepare the expected arrival, stayover, and departure lists and communicates them to front office. a\. Arrival list -- list of names along with the respective room number of guests who are expected to arrive the next day. b\. Stay over list -- list of names along with the respective room number of guests who are expected to continue occupy their rooms at least till the next day. c\. Departure list -- list of names along with the respective room number of guests who are expected to depart the next day. 6\. Processing deposits: Guests who decide to guarantee their reservation by paying a certain amount/ deposit to the hotel shall be informed about the procedure of sending deposits. 7\. Maintaining Reservation History Statistics: The reservation department shall maintain, and update various reservation history statistics to be used in the future whenever needed. The following items are some of the data that might be stored in the reservation department system -- a\. Number and distribution of guests by market segment, age, income and nationality. b\. Number of expected occupied rooms. c\. Reservation volumes by sources of reservation. d\. Reservation volumes by types of reservation. e\. Number of turn away guests with reasons of refusal. 8\. Potential reservation problems: While processing reservations, reservationist might be laced with lot of problems. Below is a tentative categorization of 4 main/ common problems that might be communicated -- a\. Errors in reservation records- Record a wrong arrival or departure date Misspell the guest's name or reverse it. Reserve for the caller instead of the guest. b\. Misunderstandings due to industry jargon -- Confirmed versus guaranteed reservation Double room versus 2 beds Connecting rooms versus adjacent rooms c\. Miscommunications with external reservation systems- Book a guest in the wrong hotel Book a guest in the wrong city d\. Central reservation system failures -- Fail to update central reservation system concerning room availability or to communicate rate changes in real time. Delays in communicating reservation requests. Equipment used may become technologically obsolete or inoperable. **Stage 1: Receiving and Registration** - Receive the guest in front of the house - Open the door and welcome the guest. - The doorman informs the bell desk to pick up the guest's baggage. - Bring the luggage and baggage into the lobby (In case the bell desk team is not available then the doorman should assist with the baggage.) - Escort the guest up to the reception desk (usually done by the bellboy/porter) - Provide welcome drink and welcome gift if any (Like Spice Garland, Spice box, Juice, etc.) - Receive the guests at the reception - Welcome the guest promptly with a cheerful and pleasant smile. - Address with the appropriate surname, if known. - Request for the reservation details like guest's last name, confirmation no., booking source, etc. - Request for the guest's ID card or passport. - Request for the guest's business card. - Register the guest -- Complete the registration card or register the guest - Verify the information on the registration against the reservation ensuring the accuracy of name, date, and payment mechanism. - Stamp check-in time on the registration card. - Show check-in in the hotel software/PMS. - Carry out the final check of the registration card for the guest's signature. - Discuss room preference with the guest as per the availability, or select an available room that is "ready to let" and allocate the room. - Take note of the expected departure details. - Take note of the airport drop, any special requests, etc. **Stage 2: Allocation of the room** - Allocation of the room means assigning a vacant and ready (VR) room to the guest for staying (if this was not done already). - For repeat guests assign room as per the preference. - To allocate a guest room, accurate room status information is required. For this purpose, a room status board or room rack is kept in the reception. - When the room has been allocated, the reception should; Block or code the room as sold. - Prepare a key card of related room number by entering the arrival and departure date, and rate, and offer it to the guest for signature. - Give the room key to either the guest or the bellboy. - Record guest arrivals on the daily arrival list. **Stage 3: Secure Advance Payment** - Advance payment should be made for security purposes. It is usually done by accepting a cash deposit or taking a credit card. - While handling advance deposit, whether cash/ cheque, always: - Issue a receipt for cash/ cheque and record the payment in the guests 'ledger. - Accept credit cards and evaluate for their credit limit and availability. - Get the imprint of the card and obtain a guest signature. - Get a pre-authorization (pre-auth) from the Credit Card company or EDC machine for the required amount and record the same to the reservation. **Stage 4: Information Service** - The receptionist is responsible for informing guests about the facilities and services offered by the hotel. This helps the guests to familiarize themselves with the hotel facilities and also to increase sales. At this point, the receptionist should; - Acknowledge the guest about the hotel's activities, facilities, and service with direction and location. - Enquire if the guest requires a wake-up call. If so, record it correctly. **Stage 5: Complete the check-in formalities** - After the check-in formalities are completed; - The bellboy or the GRE should escort the guest up to the allocated room. - Inform other departments and sections about the guest's arrival by arrival notification slip. **Stage 6: Open the guest folio** - Open guest bill/ folio/folder and clear any old bill copies. - Record the key information for billing purposes (room rate, number of nights, departure date, and mode of payment). - File the bill in the guests' folio box together with the completed registration card. **MODULE 4** **HOTEL FACILITIES AND SERVICE** The hotel industry is ***[one of the most important components of the wider service industry, catering for customers who require overnight accommodation] (***Erwin&Boham,2008). According to Juliana et al (2021), Many hotels are competing to develop their business as well as from the quality of the hotel. According to Loindong et al (2016), Quality of service and facilities at this time, more emphasis in the business world for allegedly affects customer satisfaction, and will also take into account competition arising from a variety of hospitality services. **GENERAL FACILITIES AND SERVICES** **GENERAL FACILITIES** General facilities is ***[hotel facilities that can be enjoyed by guests in general]***. Some hotels have sold public facilities including room prices. But there is also an additional fee if you want to enjoy these facilities. 1. **RESTAURANT** Restaurant is a ***[place or building that is commercially organized, which provides good service to all guests, both in the form of eating and drinking activities]*** and served by waiter and waitress 2. **BAR** A ***[bar is a place that sells alcoholic and non-alcoholic drinks]***. The bar itself is one of the outlets of the Food and Beverage Department which is well facilitated to serve various kinds of drinks in the hotel. 3. **GYM** In some hotels, there are ***[gym facilities that are free of charge. the gym at the 5-star hotel is included with the room price]***. 4. **SWIMMING POOL *[Guests staying at the hotel can use the pool area free of charge.]*** if guests want to know complete information provided by the Pool Reception Desk 5. **KIDS CLUB *[Kids Club is the hotel's children daycare facility.]*** Fully equipped to keep the young one occupied and happy during their stay. 6. **PARKING AREA** Parking are is a ***[place or hotel facility provided by the hotel to park guest vehicles]*** in the area. 7. **DRUGSTORE** A Drug store is ***[a place that provides simple needs for guests such as medicine and other guest needs and is also equipped with souvenirs that are typical of the area]*** where the hotel is located. 8. **SPA** A Spa Hotel is ***[a Hotel with the primary objective of providing individualized services and treatments to clients seeking a Spa]***, with a focus on wellness. 9. **MEETING ROOM** Every ***[hotel is usually equipped with a meeting room, but very rarely the meeting room is enjoyed by guests]***. **HOTEL SERVICES** 1. **FOOD & BEVERAGES** F&B is a department in the hotel that ***[focuses on food and beverage service to achieve customer satisfaction]***. In addition to hotels, you may also find this department in restaurants 2. **MONEY CHANGER** in 5-star hotels are usually provided with a ***[money changer to make it easier for guests to exchange their money]***, so guests do not need to go outside the hotel to exchange their money 3. **LAUNDRY** Hotel Provides two types of laundry services: - **Normal Service** - **Express Service** 4. **BABY SITTING** babysitting is ***[usually carried out by hotel employees]***. thus having a long experience in parenting so ***[that hotel guests can enjoy their vacation without being disturbed]***. 5. **HOTEL TRANSPORTATION** Hotel transportation ***[usually picks up guests from the airport to the hotel and takes them to the airport again,]*** usually guests if want to use this service will be charged an additional fee. 6. **VALET PARKING** Valet parking is a ***[service provided by finer hotels for their local guests]***. Parking especially when there are large functions and galas in the hotel can be inconvenient to guests. **ROOM TYPES** ***[Rooms and facilities is the main weapon of the hotel]***. The knowledge room types is the most important component that should be mastered by the hotel staff. **BASED ON ROOM TYPES BASED ON LEVEL OF CLASS** - **STANDARD ROOM** A hotel room with more ***standard space, facilities and services.*** - **DELUXE ROOM** A hotel room with ***more space than a standard room with spectacular views*** - **SUITE ROOM** A ***very high standard room. There are a living room, dining room with complete and high quality furnitur*** - **PENT HOUSE** This ***room is more luxurious than a suite type room. This room is very luxuriously decorated and furnished and is one of the most expensive rooms in the hotel***. **OTHER ROOM TYPES** - **ADJACENT ROOM** - **INTERCONNECTING ROOM** - **DUPLEX ROOM** - **STUDIO ROOM** **ROOM TYPES BASED ON CAPACITY OF THE OCCUPANTS** - **SINGLE ROOM** GUEST:1 ROOM SIZE: 37m -- 45m ***Has a tiny end table, a set writing desk and chair, and a single bed.*** - **TWIN & DOUBLE ROOM** GUEST: 2 ***Twin room: 2 Single beds*** ***Double Room: King Bed/ Queen Bed*** - **TRIPLE ROOM** GUEST: 3 ***Three single beds/ 1 double bed and a single bed*** - **QUAD ROOM** GUEST: 4 ROOM SIZE: 50 m2 x 70 m2 ***Four Single beds/ two double beds*** **ROOM FACILITIES** Room Facilities are ***[supporting amenities or amenities available in hotel rooms that aim to make it easier for guests to carry out activities during their stay]*** at the hotel (Erwin & Boham, 2008). **GUEST ROOM** Guest room facilities are amenities provided by the hotel in living room for various purposes - Folder (to insert hotel brochures, location maps, menus, SOPs, etc.) - Writing Paper (to record orders, phone numbers, etc.) - Guest Comment (to provide an assessment of the hotel as well as criticism and suggestions) - Pen (to write on writing paper or memo) **BED ROOM** Bedroom has amenities provided by the hotel in the bedroom - - Individually Controlled AC- System - IDD Telephone line - TV with cable programs - Internet Access - Minibar - Cold & Hot Water **Available on selected rooms** - Personal safety box - Coffee and tea making facilities - Hair Dryer **BATHROOM** Bathroom has amenities provided by the hotel for the bathing needs of the guest staying - - Shower room - Toilet bowl sit - Wash basin - Mirror - Vanity lamp - Soap - Hairdryer - mineral waters - Amenities box - Razor - Shower caps - Tooth brushes - Cotton buds - Sanitary bag - Nail file **USEFUL EXPRESSION** To offer a proper types of room for the Guest there are several questions that can be asked to them: 1. What kind of room do you want ma'am? 2. How many people will stay in here ma'am? 3. Which one do you prefer, smoking or no smoking room? 4. Any special request for the room ma'am? 5. We've hotel transportations service, do you need them to pick you up? (Telephoning guest) RECEPTIONIST - - How can I help you today ma'am/sir? - What would you like to know? - What kind of room do you want? - What room size do you want? - Are you looking for something, Sir/Ma'am? - Is there anything else you need ma'am/sir? - Do you need anything for the room? - I am sorry. We don't have any rooms available. - I am sorry, Sir. We only have two free rooms. - All of our rooms have two double beds. - I suggest you to have suite room - Your room is on the second floor and your room number is 079. - There are some fabulous facilities we can offer to you sir. - I am sorry, pets are not allowed here. - I will call the cleaning service to clean everything. - There is SPA beside the indoor swimming poll over there. GUEST - Is there any restaurant and spa in the hotel? - Where can we see a good live band? - Does the room have air-conditioning? - Can I see the room, please? - Do you have a room with a bath? - Are there any laundry facilities? - Is there a clean towel? - Do you have any spot for kids to play? - I'd like to book a room, please. - I'd like a single room, please. - I'd like a double room, please. - I would like to book a room, please. - The room is too noisy. - I would like to change my room. - We need housekeeping service, please. - We'd like to stay for an extra day. - I've lost my room key. Complaints handling policy Develop a complaints handling policy. It should ***[include reassuring customers that you value their feedback and you are committed to resolving their issues in a fair, timely and efficient manner]***. It should also: - explain how customers can make a formal complaint - identify the steps you will take in discussing, addressing and resolving complaints - indicate some of the solutions you offer to resolve complaints - inform customers about your commitment to continuous improvement Complaints handling procedure Once you have developed a policy you can create a procedure for handling complaints. ***[A procedure will ensure complaints are dealt with the same way, every time.]*** The procedure should be easy to understand and follow by all your staff. ***Your procedure could include the following steps.*** ***Step 1 Listen to the complaint*** *Thank the customer for bringing the matter to your attention*. Apologize and accept ownership, don't blame others and remain courteous. ***Step 2 Record details of the complaint*** *Go through the complaint in detail so you can understand exactly what the problem is.* Keep records of all complaints in one central place or register. This will help you identify any trends or issues. ***Step 3 Get all the facts*** *Check that you have understood and recorded the details of the complaint correctly*. Ask questions if necessary. ***Step 4 Discuss options for fixing the problem*** *Ask the customer what response they are seeking;* it could be a repair, replacement, refund or apology. Decide if the request is reasonable. ***Step 5 Act quickly*** *Aim to resolve the complaint quickly*. If you take a long time they tend to escalate. ***Step 6 Keep your promises*** *Keep the customer informed if there are any delays in resolving their request*. Don't promise things that you can't deliver. ***Step 7 Follow up*** *Contact the customer to find out if they were satisfied with how their complaint was handled*. Let them know what you are doing to avoid the problem in the future. Make sure your staff are trained to follow your procedure when handling complaints and that they have the power to resolve issues as quickly as possible. Encourage your customers to provide feedback and complaints so that they let you know when there is a problem and give you the opportunity to resolved. **ITINERARY FOR GUEST NEEDS** ***Creating a personalized itinerary for your hotel guests is a great way to enhance their satisfaction, loyalty, and word-of-mouth***. ***[It shows that you care about their preferences, needs, and interests, and that you are willing to go the extra mile to make their stay memorable.]*** But how can you design a tailor-made plan that suits each guest\'s profile, budget, and schedule? Here are some tips to help you craft a customized itinerary that will impress your guests and make them feel valued. **Know your guests** The first step to creating a personalized itinerary is to know your guests. ***You can use various sources of information, such as booking details, online reviews, social media, surveys, or direct communication, to learn more about their background, purpose of travel, expectations, and preferences.*** For example, you can find out if they are traveling for business or leisure, if they have any special requests or needs, if they like cultural, historical, or natural attractions, if they prefer fine dining or local cuisine, and so on. The more you know about your guests, the better you can tailor your recommendations to their profile. **Offer options** The second step to creating a personalized itinerary is to offer options***. You don\'t want to overwhelm your guests with too many choices, but you also don\'t want to limit them to a fixed or generic pla*n**. You can use your knowledge of your guests and your destination to suggest a range of activities, attractions, restaurants, and events that match their interests, goals, and budget. You can also provide different levels of detail, such as a brief overview, a detailed description, or a map with directions, depending on how much guidance your guests need or want. You can also include alternative or backup options in case of changes in weather, availability, or mood. **Be flexible** The third step to creating a personalized itinerary is to be flexible. ***You want to respect your guests\' autonomy and preferences, and allow them to modify, add, or skip any part of the itinerary as they wish.*** You can do this by providing clear and easy ways to contact you or your staff, such as phone, email, chat, or app, and by being responsive and helpful in case of any questions, requests, or issues. You can also follow up with your guests during or after their stay, and ask for their feedback, suggestions, or testimonials. This way, you can show your appreciation, improve your service, and build a lasting relationship with your guests. **Add value** The fourth step to creating a personalized itinerary is to add value. **You want to surprise and delight your guests with some extra touches that make their stay more enjoyable, memorable, and unique. You can do this by offering discounts, upgrades, freebies, or exclusive access to some of the activities, attractions, restaurants, or events that you recommend**. You can also provide some personalized gifts, such as a welcome basket, a souvenir, a handwritten note, or a photo album, that reflect their interests, tastes, or experiences. You can also partner with local businesses, organizations, or influencers to create special offers, packages, or experiences that showcase the best of your destination. **Use technology** The fifth step to creating a personalized itinerary is to use technology. ***You want to leverage the power of digital tools and platforms to make your itinerary more convenient, accessible, and interactive. You can do this by using online or mobile apps, such as Google Trips , TripAdvisor , or Viator ,*** that allow you to create, share, and edit your itinerary, and to integrate it with other features, such as maps, reviews, ratings, or bookings. You can also use social media, such as Facebook , Instagram , or Twitter , to engage with your guests, share tips, stories, or photos, and encourage them to tag, check-in, or review your hotel or destination. **MODULE 5** **Mode of Payment -- Guide to All Payment Types** **Cash, check or card**---it wasn't long ago that these were the only options people had when paying for a purchase. Today, customers have more choices than ever, including using their phones to pay at a store or restaurant or transferring money directly from their savings or checking accounts. Accepting as many different methods of payment as possible allows your business to accommodate numerous customers. But first, you must understand what types of payments are available to use and what your company needs to do before accepting them. **What Is a Mode of Payment?** A mode of payment is ***[how a customer pays for a purchase]***. When out with a group of friends, someone might pull out their phone and use a digital wallet to pay for a round of drinks. While shopping online, that same person may reach for their credit card to buy a new outfit. If they're browsing a farmers market, they may hand over cash when purchasing their fruits and vegetables for the week. The type of payment method a person uses can be dictated by what they're buying and where they're making their purchase. If they're ordering online or over the phone, they can't use cash or another physical payment form. Some merchants also prefer contactless forms of payment for in-person sales, as these are faster and easier than using cash or swiping cards. **Types of Payment Methods** Many payment methods are available today---integrating them into your operations is just a matter of which ones your business chooses to accept. Among your options are: **Card Payments** Card payments are ***[convenient for customers, as individuals can carry less cash or make purchases online with their cards]***. Compared to cash, cards offer a sense of security. If a card gets lost or stolen, the cardholder can block it and report any fraudulent purchases made without paying for them. **Each type of card payment has different rules:** **Debit:** Debit cards ***typically connect to a checking or savings account***. When a customer uses their debit card, ***[the purchase amount gets pulled directly from their account.]*** **Credit**: Credit cards are a ***type of revolving credit or loan.*** When someone pays with a credit card, ***[they are borrowing to make the purchase. Depending on when they pay their card balance, they may also have to pay interest]***. **Prepaid:** ***[Prepaid cards are similar to debit cards, but they don't connect to a standard bank account.]*** Instead, a person purchases a card for a specific amount, such as \$200. ***[Whenever they pay for something using the card, the purchase amount gets subtracted from the card's balance]***. **Contactless:** ***[Contactless cards can be debit, prepaid or credit cards]***. Instead of inserting the card into a terminal or swiping it through a magnetic reader, ***[a person paying with a contactless card waves or taps the card over an interface]***. **Phone Payments** Customers can use their phones to pay for purchases. They may ***[place an order over a phone or use the device itself as a mode of payment.]*** **Digital Wallets** ***[Digital wallets store people's payment card information on their smartphones]***. A customer can load their debit and credit cards to their digital wallet, along with gift cards for certain stores. Many digital wallets can communicate with credit card terminals through contactless near-field communication (NFC) technology. ***[Digital wallets are meant to be more secure compared to carrying around a physical card.]*** To access the payment information, a person may need to input a special code or provide biometric information, such as their fingerprint. People can use digital wallets when shopping online, too. When they use their digital wallet, they don't share their credit or debit card number, making the transaction more secure. **IVR** Interactive voice response (IVR) is ***[another payment method that uses a phone]***. Your customers can call into your messaging system and use IVR to pay a bill. The system is completely automated, allowing customers to access it 24 hours a day. With customers paying over the phone, CSG Forte Engage enables leading organizations to streamline call center operations, improve payment security and enhance the customer experience. Businesses of all industries, ranging from government entities to insurance companies, can benefit from this user-friendly call center payment solution. **By Text** While people use their phones more than ever, they aren't always making or receiving calls. ***Text messaging is often the preferred communication form***. It can also be an easy way for customers to pay. ***[Text to pay systems send customers a payment reminder through text. They can then click a link in the text, which directs them to a payment gateway.]*** Text to pay methods help ensure timely payments. **Online** ***[Customers have many payment options when paying online, from inputting their credit card information on a checkout page to using their digital wallet.]*** They can also pay through the Automated Clearing House (ACH) or eChecks to pull funds directly from their checking accounts. Depending on the platform your company uses, customers can save their preferred payment method and information. The next time they visit your online store to place an order, all they need to do is click on their saved information to complete their purchase. **Buy Now, Pay Later** ***[Buy now, pay later programs allow customers to split up payments into equal installments]***. Instead of \$100 upfront for a sweater, a customer who chooses a buy now, pay later program can make four \$25 installment payments. They can pay the first \$25 after one month and then pay \$25 per month for three more months. When someone opts to use a buy now, pay later program, the company providing this service pays the merchant the full cost of the purchase (such as \$100 for the sweater). The customer then makes payments to the buy now, pay later servicer. Whether they pay interest depends on the terms of the agreement and if they can keep up with the payment schedule. **Crypto** Most payment methods use the currency of the country your business is based in, such as U.S. dollars for U.S.-based companies. If your company accepts cryptocurrency, it receives payments in a completely digital currency. ***[Crypto payments are based on the blockchain and are meant to be more secure than other forms of payment.]*** **Benefits of Accepting Different Payment Types** Between credit card payment methods, digital wallets, buy now, pay later schemes and old-fashioned payment methods like cash and checks, you may feel your head start to spin. While you might want to keep it simple and limit the number of payment methods you accept, sometimes more is better. You can reach out to more customers by casting a wide net and accepting more methods of payment. Everyone has their preferred way to pay, whether it's a credit card, digital wallet or third-party payment system like Paypal or Venmo. You don't want to alienate customers or turn down a sale because you can't accept their preferred payment. ***[Accepting multiple forms of payment also creates a more positive customer experience and helps your business stay competitive]***. **How to Choose the Right Payment Method for Your Business** ***[While you do want to accept multiple payment options, this may not be possible with all forms of payment. Your business's format might automatically rule out some payment types.]*** For example, if you're entirely online, you probably don't want to accept cash or paper checks, as doing so would mean you'd have to wait for those payments to physically arrive. You may also not want to deal with the hassle of setting up a crypto wallet. Similarly, if your average order size is on the small side, such as less than \$25, offering buy now, pay later options may not make sense. Beyond that, consider your business's structure. If you operate on a subscription model, accepting digital and card payments can streamline the process, as customers can provide their payment information once. ACH payments may be another appropriate option for a subscription-based company. **What to Consider When Choosing a Payments Provider** Once you've settled on the types of payment methods to accept, you need to choose a payment provider that offers them. There are a few essential features to look for in a payment provider. **Price**: ***[Providers use various pricing structures]***, such as ***taking a percentage of each transaction or charging a flat fee.*** Look for a provider with an upfront, crystal-clear pricing structure so you know what you're paying and why. **Security:** ***[Your customers are counting on you to protect their payment information]***. Look for a provider that puts security first. **Scalability**: Ideally, the payments provider you choose will work with your business now and accommodate your needs as your company grows in the future. **Revenue:** ***[The payment methods you accept influence how quickly your company gets paid for products or services]***. The right payment provider can help you boost your revenue. **Integrations:** ***[Your business may already use certain platforms, and you may wish to continue using those platforms]***. Look for a payment provider that integrates with your current systems. **Reporting**: ***[The more data you have about transactions, the better able you are to make decisions for your business]***. Choose a payments provider that offers insights into and reports on your transactions. **Types of Folio and Vouchers** **FOLIOS** **A folio is** ***[a statement of all transaction that has taken place in a single account]***. The front office staff records all the transactions between the guest and the hotel on the folio. The folio is opened with zero initial balance. The balance in the folio then increases or decreases depending upon the transactions. At the time of check-out, the folio balance must return to zero on settlement of payment. **TYPES OF GUEST FOLIOS** **Guest Folios** -- ***[Accounts assigned to individual guests]*** or guestrooms. **Master Folios** -- ***[Accounts assigned to more than one guest]*** or guestroom, usually applicable for ***[group accounts]***. **Non-Guest or Semi-Permanent Folios** -- Accounts ***[assigned to non-guest business or agencies with hotel charge purchase privileges.]*** **Employee Folios** -- Accounts ***[assigned to employees with charge purchase privileges]***. **Split Folios --** ***[Accounts assigned to a guest on his/her request to split his/her charges and payments between two personal folios -- one to record expenses to be paid by the sponsoring business company and the other to record personal expenses to be paid by the guest]***. In this case two folios are created for the same guest. **VOUCHERS** **Vouchers** are ***[detailed documentary evidences for a transaction]***.  It transfers the transaction from its source to the front office. Vouchers are used to notify the front office about guest's purchases or availing of any service at the hotel. **TYPES OF VOUCHERS** **Paid-Out Voucher** -- A voucher ***[used to support the cash disbursed by the hotel on behalf of a guest]***. **Transfer Voucher --** A voucher ***[used to support a reduction in balance on one folio and an equal increase in balance on another]***. Transfer vouchers are used for transfers between guest accounts and for transfers from guest accounts to non-guest accounts when they are settled by credit cards. **Travel Agency Voucher** -- In travel agent guaranteed reservation, t***[he travel agent forwards a voucher to the hotel as proof of payment and guarantees that the prepaid amount will be sent to the hotel]*** when the voucher is returned to the travel agency for payment. **METHODS OF SETTLEMENT** **Cash floats** ***[Every hotel will need a store or 'float' of money to enable it to provide service to the customer]***, to give change for bills, to allow the bars and other sales areas to operate, and to carry out foreign exchange transactions within policy limits). **Size of floats** ***[The number of floats in a hotel will vary according to the number of sales outlets. A very small hotel may have just one float, whilst a large hotel with many restaurants may have ten or more separate floats, one for each sales point]***. The amount of money needed in the float will be a reflection of two things: firstly, the prices changed in department; and secondly, the number of transaction, the greater the size of the float. **Composition of floats** ***[Individual floats are made up of the agreed amounts in a predetermined way.]*** This composition will again reflect the tariff of the department concerned. The main cash float of a large hotel will not have a great need for low value coins, for most items will come to round figures. **Security** ***[Cash float are signed for as they are issued, and signed back in against at the end of the day.]*** If there is a handover from one shift to another, then the total amount in the cash drawer is counted and agreed, and the float is passed on to the incoming cashier. **Cost of money** ***[The aim of the hotel should be to keep the lowest number of floats and the amount of money in them to the lowest level possible, while still allowing the business to run smoothly.]*** The first reason for this is the risk of theft or robbery. The large amount of money will be more attractive to a theft. In the event of a robbery, a small float wills minimum the loss. **Methods of Payment** ***Upon departure guests can their account in one of a number of different ways as cash settlements***. **Settlements by Cash** - Cash - Foreign currency - Cheque - Traveller's cheque - Foreign cheque - Debit card - Credit card - In dealing with each of these methods of payment, the hotelier must assess the impact of three major factors: liquidity, security and worth. **Liquidity** ***[If a bill is paid in cash, the hotel can immediately use the money to purchase goods itself]***, or bank the money and earn interest on it. **Security** ***[There are two sides to security. The first is the likelihood of for forgery or fraud by each of the payment methods; the second is the subsequent risk of theft once the hotel has the money]***. **Worth** Finally, ***[there is the total amount of money the hotel eventually receives in payment]***. This will not be the same in every case. Handling charges, commission and delays in payment all cost the hotel money. **Cash** ***[Cash was traditionally in the most popular method of paying bills, but as prices have risen and other methods become so readily available it is used much less in hotels]*** where bills for a few days' stay can often amount to hundreds of pounds. **Foreign currency** ***[Tourists and overseas visitors may wish to settle their bill in their own currency]***. A list of currencies accepted and the exchange rate is kept in the cashier's department. The currencies which are subject to severe exchange rate fluctuations are not accepted. **Cheques** For a while, ***[payment by cheque was one of the most common methods used, and reflected the decline of cash as a method of payment in recent years]***. This has been aided by the cheque guarantee card. Cheque guarantee cards guarantee payment provides that - Only one cheque is used per transaction; - It is signed in the presence of the cashier; - The bank code on the cheque and the guarantee card agree; - The card number is written on the reverse side of the cheque; - The card has not expired; **Code number** The ***[bank sorting code number must agree with the code of the issuing cheque]***. **Card number** The card number is ***[written on the reverse of the cheque by the accepting cashier]***. **Expiry date** The ***[card will not be valid if it is out of date]***. **Signature** The ***[signature must be checked against the signature written on the back of the cheque]***. **Date** When accepting a cheque, ***[the cashier should check a number of points, one of the most important being the date]***. **Blank cheques** ***[Blank cheques use to be held by some hotels so that a customer could fill in details of their own bank account number while paying the bill]***. **Crossing cheque** There are a number of rules about crossing cheques. The two most important are as follows: **1. A/c payee:** this means that the ***[cheque can only be paid into the account of the person nominated]***. **2.Not to exceed xxx*[: this crossing establishes a maximum value to the cheque and guards against fraud]*** by making it more difficult to change the amount payable. **Traveler's cheque** ***[Traveller's cheques are issued in fixed denominations by major banks travel agents and now building societies throughout the world]***. The customer buys before leaving home, in their own currency, or in the currency of the country being visited. **Foreign cheques** ***[Some hotels accept payment by foreign cheques, especially those drawn on banks in Europe which are written sterling]***. Those hotels which do accept foreign personal cheques Often have the rule that they must be approved by senior staffs unless the client is a regular one for whom there is an established policy. **Debit cards** ***[Debit cards such as switch and delta are now a common alternative to cheques]***. The outstanding sum is taken directly from the client's account, in the same way that a cheque payment would be, but the transfer is through an electronic point-of-sale system, and no cheque is necessary. \\ **Bank credit cards** ***[The cards are issued by banks to its customers with varied credit limits. The customer uses the card to purchase goods and ser