Front Office Section-Reception Week 8 PDF

FRONT OFFICE SECTION-RECEPTION Chapter V. Week 8 INTRODUCTION As a guest enters a hotel, he/she is greeted and escorted by the porter to the counter and the reception area. The reception often is often thought of as the front office department as most guest transactions take place in h...

FRONT OFFICE SECTION-RECEPTION Chapter V. Week 8 INTRODUCTION As a guest enters a hotel, he/she is greeted and escorted by the porter to the counter and the reception area. The reception often is often thought of as the front office department as most guest transactions take place in his section. Here the front desk clerks experience the opportunity to have a face to face contact with guests. The little details in guest activities are handled in the front desk, selling accommodation, receiving and welcoming guests, liaison with other departments, and completing all activities relating to guest service comfort. ► Rooming the guest is the most important job of the front office personnel- it requires the ability to communicate effectively, organize transactions, anticipate guest needs, exercise professionalism, and courtesy in extending guest request. The air port representative who takes care of welcoming the guest and taking charge of his luggage handles airport reception. ► Hotel reception is when the guest arrives at the hotel and the front desk clerks assigns the room. It is important that at this stage the front desk clerk observes guest psychology, practice judgment and tact in accommodating the guest. CHECK-IN PROCEDURES ► A Systematic approach to rooming a guest is always necessary. It is effective to organize the property wit their systems and procedures. From the airport the guest is escorted to the hotel. The following are the check-in procedures observed when rooming a guest: ▪ Greeting the guest. There is no best way to show the guest that you welcome him in your property than greeting him with a smile. ▪ Guest would appreciate so much if the desk clerk spells correctly and remembers their name as it shows recognition and importance of their being a client. REGISTRATION FORM Regular guest need to sign only as all the information have already been stored on the files unless changes are made. For new guests, use marketing skills. The front desk clerk should exercise her marketing talent. VIP registration is usually done in the room, as they are escorted by the Guest Service Officer who makes sure special accommodation is properly delivered. ▪ Room assignment. Record the number on the registration card and update the computer or room rack by blocking the room. ▪ Establish identification or credit according to hotel policy. If the guest pays in credit card, ask for the credit card and verify credit limit. If it it is in cash (depending on hotel policy) an amount equivalent to one night stay as deposit is required by most hotels. ▪ After the guest has fully registered, the desk clerks hands over the welcome drink card, signing privilege card, and the room number card. ▪ The porter is hailed and introduced to the guest then the key is given (porter) as he charged of escorting the guest room and bringing along his luggage. ▪ After showing the features of the room and inquiring of any special requests the bellman bids the guest a pleasant stay. ▪ The desk clerk open a guest folio and ensures that records have been accurately and completely updated. EXCEPTIONAL REGISTRATION ► Walk-ins and same day reservation guests who would like to check-in without any reservation. These type of guests are potential source of revenue, nonetheless, extra precautionary measures are required as they could be possible cause of credit fraud or suspicious characters. ▪ Check room availability. If rooms are available, refer the guest to another hotel of the same standard within the area the desk clerk feels that the client is an undesirable guest he should not refer it to another hotel. Instead find diplomatic excuses. ▪ If a room is available, extend a registration card but be very cautious of the potential danger. Possible clues could be helpful: ✔ Guest with no luggage ✔ Guest with light luggage ✔ Guest with no identification ✔ Guest with undesirable behaviour ▪ If the person is potentially an undesirable guest, quote a very high rom rate to verify his credit worthiness. Undesirable guest are the following: ✔ Those with criminal records ✔ Blacklisted by other properties ✔ Guest who are intoxicated ✔ Those who have signs or symptoms of contagious diseases ✔ Drug addicts ✔ Minors ✔ Guest with pet/s ▪ Once the guest accepts the quotes rate use upselling techniques. ▪ Ask for full credit establishment. ► Claimers are guest claiming a reservation (ordinary). This situation poses a difficult position when a hotel is fully booked or overbooked. When checking the arrivals list, check for spelling mistakes (such as F for P, C for K) and possible reversed family and given names. ▪ Either use your computer or reservation files and search guest name for optional arrival dates. ▪ If rooms are available, ask for confirmation number or slip. ▪ If there is no record of the observation appear at the moment and a room is available, check in the guest and continue to check for the missing reservation. ▪ Even if room are available, it is important to look for the reservation most especially if it is guaranteed because the guest might be holding a guaranteed reservation from another hotel and may be charged by that hotel. ▪ If rooms are not available, it will be essential to make a thorough search on the whereabouts of the reservation may it be on the computer arrival list or reservation files. If no reservation can be found, a manager may be consulted. ► Cancelled reservation is when a guests informs the front desk that he would like to register an earlier reservation which has been made. This creates a very complicated situation as the problem on as to who (hotel/guest) erroneously cancelled the reservation has to be traced. ▪ Check availability. If rooms are available, room the guest. ▪ If no rooms are available, check the computer or reservation file to ascertain who authorized the cancellation of the reservation. It involves hotel policy, like, it was cancelled because it was non-guaranteed, explain this to the guest. Assist the guest in looking for optional accommodation. ▪ A well planned reservation system does not any reservation without confirming the name of the person cancelling the reservation, and sends a cancellation notice to the guest. ► Share-withs is when a guest shares a room with another guest. ▪ Desk clerk must determine whether the account is to be settled by one person or to be split between the two parties, and if divided between the two of them it should be properly noted to avoid embarrassment. Issue the necessary folios and credit arrangements ▪ Another consideration with share-withs especially in group package should be the consent of the parties involved that they will be sharing the room together. ► Joiners is when an additional party joins an already in house guest. The desk clerk must ensure that the joiner is expected and accepted. Additional requirements (extra bed) will have to be requested in advance for preparation by the department concern. Adjustment in the folio and billings will have to be amended. STANDARD SPECIAL RATES ► Rack Rate is the relative amount charged to a room which is full, and non-discounted. However, with the existing competition among hotels, discounted or negotiated rates have been introduced as middlemen and marketing sectors (travel agencies) bargain for special rates from hotel. CHECK-OUT PROCEDURES ► The efficiency of the front desk clerk is tested in the check-out procedures used when the guest leaves the hotel. The impression on the type of service rendered to a guest ends with the experience on has within this area. The following are the basic steps when checking-out a guest. ✔ Guest calls the front office informing the desk clerk of his intention to check- out ✔ Porter has been informed of the guest’s check-out ✔ Porter goes to the guestroom to assist guest with his luggage ✔ Ask the guest approaches the front desk, clerk greet the guest. ✔ Determine guest name and verify that name corresponds to room number. ✔ secure registration card (and guest folio) from the ‘’pit’’ ✔ Recover key(s) from the guest. ✔ The desk clerk calls the restaurant for meal chits and housekeeping to check the room for mini bar consumptions, if there are any, proper changes are immediately relayed to the front office posting. ✔ Determine whether or not the guest had a pleasant stay. ✔ If not the guest did not have a pleasant stay, apologize for any minor complaints and log them immediately or call a manager and make any necessary adjustments. ✔ Total the folio ad present it to the guest with a pen for verification and signature ✔ If guest disputes charges, make a deduction if authorized or else call a manager to investigate further. ✔ After the receipt of the approval folio, make sure that it has been signed. ✔ Determined settlement method. ✔ Settle the account using the correct procedures and close the folio. ✔ Present completed folio and possible voucher folded (or in envelope) to the guest for their personal like. ✔ Issue departure/clearance slip. ✔ Assist guest cleaning safety box if availed of. ✔ Determine and note any further reservation. Offer assistance if guest wants to make reservations in the future. ✔ Thank the guest for staying in the property. ✔ Porter accompanies guest to car. After luggage have been accounted for, porter bids the guest goodbye MARKETING SKILLS ► The day-to-day of the job in the front desk includes the opportunity to exercise one’s marketing talent- greeting the guest by name, acknowledging his visit, giving information on the facilities and services, extending invitations to especially created events within the property, and a simple thank you could be powerful start to effective selling. ► The front desk clerk can serve as extension sales force to provide additional help in increasing income from each customer by using upselling techniques. Everyone in the organization should take the responsibility by initiating methods to be more responsive by opening a conversation with a smile. When communicating with guests, it takes a lot of diplomacy, willingness and flexibility SELLING SUPPORT The following samples of selling materials utilized by hotels: ▪ Brochures ▪ Fact sheet ▪ Hotel Forms ▪ Promotional Letters ▪ Tariffs ▪ Event boards ▪ Giveaways ▪ Menus ▪ Service Directory SELLING A ROOM TO A GUEST ▪ Open the transaction with a smile. ▪ Greet the guest warmly. ▪ Sell value not price. In showing the room, use ownership. ▪ Treat your facilities with respect ▪ Open the door gently ▪ Turn on the light switch nearest the door ▪ Let the guest enter first ▪ Point out features of the room SELLING TIPS There are times when a guest would exert extra effort by visiting the hotel so as to give himself/herself a glimpse on what the property has to offer, these tips might be helpful: ► Showing the room. If the guest wants to see the room, a representative (Front Desk manager, Supervisor, Desk Clerk, Porter) should show the guest to the room. On the way to the room to be shown: Walk slightly in front of the guest, not too far ahead Act as a host who is about to show a visit or his new home On the way start a conversation by saying something friendly Sell atmosphere. Point the importance of acquiring such a room. stress the view if the room is facing the sunset or overlooking the city. Emphasize also the comfort of the bed, and he is a business man, the value of a working table, telephone CUSTOMER SERVICE ► Customers come from the word ’’ custom’’ as in ‘’customized’’. It is a recognition that people value most those items that they believed are customized to meet their personal needs ► Service is anything other than physical goods valuable to customers. WHAT IS CUSTOMER? ► A customer is the most important person whether he comes in person, calls or writes to us. ► A customer is not someone with whom to argue or match out wits. No one ever won an argument with a customer. ► A customer is a person who comes to us because he needs certain services. It is our job to provide them in a way profitable to him and to ourselves. WHAT IS QUALITY CUSTOMER SERVICE? ► Quality customer service is defined as the measure of ability to meet customer’s needs. This type of service is not ordinary service as it is done with excellence and distinction, two primary dimensions make up quality customer service: the procedural dimension and personal dimension. Each is critical to the delivery of Quality Service. THE LAWS OF SERVICE ❖ First law of service- satisfaction equals perception minus expectations S=P-E Ex: A guest expects to be assigned a room in 10 mins but the desk clerk was able to do it in 5 mins, the guest will be satisfied with the service. Nonetheless, if the guest anticipates that a room will be assigned to him in 5 mins but was done in 10 mins he will be dissatisfied. -Guest thinks check in will be 10 mins-done 5 mins= satisfied -Guest think check in will be 5 mins-done 10 mins=dissatisfied ❖ Second law of service-First impressions are lasting ❖ Third law of service- A service-oriented attitude from employees alone is not an assurance a good service. GUEST COMPLAINTS ► Mechanical ► Service ► Staff Attitudes ► Unusual