PROVIDE ACCOMMODATION RECEPTION SERVICES

1. D1.HFO.CL2.03 PROVIDE ACCOMMODATION RECEPTION SERVICES

2. Element 1: Prepare reception area for guest arrival

3. 1.1 Prepare reception area for service Reception is: • Central location • First point of contact • Usually operates 24/7 • Preparation and organization is the key.

4. 1.1 Prepare reception area for service Handover: All reception shifts overlap by ½ hour: • Time to discuss any relevant details for the next shift • New staff prepare their area • Allows for smooth transition from one shift to another • Handover can be verbal, written or in form of reports.

5. 1.2 Check reception equipment • Is everything working as intended? • Are you familiar with how all the equipment works? • Do you know how to fix “minor” faults and problems ? • Do you have back up supplies? • Paper/paper rolls • Forms • Vouchers • Printer ribbons • Pens, paper and relevant stationery.

6. 1.2 Check reception equipment Class activity: • Discuss the type of equipment found on a front desk • List the purpose of this equipment • Find brand names for this equipment.

7. 1.3 Review expected daily guest movement Arrivals: • Arrivals list • Alphabetical listing of expected arrivals • Time of arrival • Type of room • Rate quoted • Special requests • Payment details.

8. 1.3 Review expected daily guest movement Group arrivals: • Lots of people and lots of luggage • Room allocation • Check on arrival time • Prepare room keys • Meal vouchers and restaurant requirements • Mail • Prepare group rooming lists or registration cards • Welcome brochure and group itinerary.

9. 1.3 Review expected daily guest movement Stay over rooms: Guests who stay longer than their departure date • Some guests request extensions • Need to contact the guest • Extend the stay if possible • May have to find another hotel or room type • May have to do room inspections • Could only be a “late check-out” • Affects occupancy levels – may lead to being overbooked.

10. 1.3 Review expected daily guest movement Role Play: • Working in groups of 3 • 1 Guest, 1 staff member, 1 observer • Scenario: Hotel is fully booked and Mr. or Ms. Armstrong come to the desk and want an extension. Reception staff – need to discuss that there are no rooms and we will have to make a booking somewhere else. Think about the questions you will need to ask.

11. 1.3 Review expected daily guest movement Early Departures: • When a guest leaves before their due date • Departure changes are usually captured at check-in time • Housekeeping notice a “checked out” room • PMS system will pick this up quickly • Reduces our occupancy figure.

12. 1.3 Review expected daily guest movement Groups and individual guest movement: • Changes in the group allocation • Advance notice given by tour company • Group may be charged for the room/guest • Additions to the group • Effects occupancy level.

13. 1.4 Allocation of room in accordance with special requests Guests request certain rooms and expect them: Reception need to ensure these requests are allocated: • Simple requests such as • Non Smoking rooms • Specific views, ocean, pool, golf course • Suites, family rooms, penthouse • Specific requests, low floor, near the lifts, away from the lifts • Business women’s floor Cont’

14. 1.4 Allocation of room in accordance with special requests • Challenging requests: • Hotel hampers or gifts, fruit, flowers, chocolates • Full bar set up • Open connection room doors • Change Duvet [Doona] to blankets • Remove all alcohol from the room – for religious reasons • Insert a board under the mattress for guest with bad back.

15. 1.4 Allocation of room in accordance with special requests Activity: • Prepare a list of all the special requests you can think of • Decide which department needs to be involved in achieving this request • Discuss with the class.

16. 1.4 Allocation of room in accordance with special requests Room allocation Rooms are allocated: • As soon as the reservation is made for limited types • Suites, the Penthouse suite, Family rooms • Room number is blocked onto the reservation • Morning of arrival • Individual rooms • Groups and tour guests • Usually done by the reception supervisor • Rooms numbers are manually recorded on the registration card or assigned in the computer.

17. 1.4 Allocation of room in accordance with special requests Group room allocation: • Discounted rate – don’t receive the best rooms in the hotel • Rooms should be close together and on the same floor if possible • Tour Leader – different floor – unless the groups have language difficulties • Check all the rooms are ready when the groups arrives • It is difficult to move group and tour guests.

18. 1.4 Allocation of room in accordance with special requests Room Rates: • Room rates reflect the type of room the guest has requested • Standard, deluxe, king-size, poolside, ocean view • Discounted rates usually reflect the type of business • Corporate rate • Convention rate • Air crew rate • Government rate • Industry rate etc.

19. 1.4 Allocation of room in accordance with special requests Activity: The William Angliss Tour group are coming to your hotel. The tour leader is Linda Wilson who requires a queen-size room. • The tour checks in on the 15th next month for 2 nights • Please prepare a Group Rooming list – for all these guests, include the arrival and departure dates, and allocate rooms to all the guest. Record any special request information and who it would go to Cont’

20. 1.4 Allocation of room in accordance with special requests Activity: • The guests are: Mr. & Mrs. Dowell, Mr. & Mrs. Grannon, Mr. & Mrs. McGhee, Mr. & Mrs Collins all wanting queen-size rooms • The following guests are sharing twin rooms: Ms. Gjeci with Ms. Dietritch, Ms. Parks with Ms Schuler, Mr. Baker with Mr. Frost, and Mr. Kerr with Mr. Craven • There is one triple room; Ms. Hudson with Ms Van Dorske and Ms. Shady.

21. 1.5 Follow-up on uncertain arrivals and reservations Mainly during full house occupancy: • Non-guaranteed reservations • Deposits • Not yet received • Only partially paid • Reservations past the specified arrival time • Contact the guest to see if they are still coming • Wait list guests • Potential room sales to other guests if you contact them in time.

22. 1.6 Compile arrivals lists Arrivals List provides information such as : • Alphabetical listing of guests arriving on that date • Departure date • ETA – estimated time of arrival • Number of guests • Room type and rate quoted • Status of reservation - guaranteed or non-guaranteed • Special requests • VIP status (if any) • Complimentary guests are also included.

23. 1.7:Distribute arrivals list as required Housekeeping: • Staffing levels • Planning daily tasks • Determine the level of service • Order of servicing rooms • Guest count • Special requests.

24. 1.7:Distribute arrivals list as required Concierge: • Staffing levels • Group arrivals • Organizing luggage storage.

25. 1.7:Distribute arrivals list as required Porters: • Planning daily tasks • Arrival time • Sorting luggage.

26. 1.7:Distribute arrivals list as required Security: • VIPs – David Beckham arriving • Requires additional security • Escort a VIP to their room Food and Beverage: • Special requests • Restaurant use • Groups and tour arrangements Cont’

27. 1.7:Distribute arrivals list as required Management: • Notification of VIPs • Recognize famous names and make a VIP Laundry: • Staffing • Planning Kitchen: • Food orders and staffing.

28. 1.8 Monitor guests arrival and take appropriate action • Inform colleagues • Prepare for major guest movement • Special requests • Follow up with VIPs • Meetings.

29. Element 2: Perform check-in functions

30. 2.1 Welcome guests on arrival Professional welcome: • Professional • Welcoming • Sincere • Friendly • Polite • Body language.

31. 2.1 Welcome guests on arrival Activity: • Discuss types of greeting phrases – both formal and suitable informal greetings • Discuss the local greeting phrases for each country • Discuss Body Language.

32. 2.2 Determine if the guest has a reservation and confirm and explain reservation details Guests with Reservations: • Confirm reservation details • Name • Length of stay • Method of payment • Special requests • Rate • Vouchers.

33. 2.3 Determine if guest is a walk-in and identify if room is available Guest without a reservation: • Determine the guests needs • Check availability • Ask method of payment • Mention the policy and procedures about payment methods.

34. 2.4 Decline a guest if appropriate • Check the “black list” • Review hotel policies • Full occupancy – no rooms.

35. 2.4 Decline a guest if appropriate Activity: Working in pairs role play the following: • One student is the guest and one the staff member • Guests requests a room for the night – no reservation • Staff member – ask questions to determine the request • Student (decide what you want) and inform the staff member. • Staff member :Your hotel is fully booked and you need to tell the guest you are unable to accommodate them. • How do you say this ? What questions do you need to ask?

36. 2.5 Complete guest registration process Process a check- in: • Proof of identity • Complete the registration card • Obtain the signature.

37. 2.6 Issue keys and vouchers as required Key cards and keys: • Energy saving • Security Vouchers: • As a form of payment from travel agents • Exchanged for services such as a “complimentary drink”.

38. 2.6 Issue keys and vouchers as required Activity: • Write down the dialogue you would use to check-in a guest with a reservation • Use words for both the guest and the staff member • Start from when the guest walks up to the front desk • Offer them a voucher for a complimentary drink.

39. 2.7 Follow internal accounting protocols • Credit cards and credit limits • EFTPOS • Cash • Travel cards/traveller’scheques • Personal cheques • Direct billing/charging • Deposits • Receipts.

40. Applying discounts to guests Room Rates: • Rack rate • Corporate rate • Conference/convention rate • Industry rate • Negotiated rate • Groups and tours rate • Package rate.

41. 2.8 Explain room and house facilities and services to guests • Safe deposit boxes/in room safe • Room facilities • Hotel facilities • Local attractions.

42. 2.8 Explain room and house facilities and services to guests Selling techniques: • Suggestive selling • Describing • Explaining • Up-selling • Cross-selling.

43. 2.8 Explain room and house facilities and services to guests Activity: • Describe the features of each of the following rooms • Room A • Room B • Room C • Room D Cont’

44. 2.8 Explain room and house facilities and services to guests Activity: Which room would you sell to the following guests and why? • A Corporate Business person who wants to have meetings in their room • A couple who want a special weekend away together • Two friends who want a inexpensive room so they can catch an early morning Bus interstate • A parent and child who have tickets to a baseball match.

45. Room A Room B

46. Lounge & Bedroom Room C Room D

47. 2.9 Arrange for porter services Porters: • Carry guest luggage • Escort guests to room • Discuss in room equipment • Deliver messages • Arrange taxis and parking • Store guest luggage.

48. 2.10 Implement standard house protocols for problem situation • Overbooking • Room not ready • Black listed guests • No reservation to be found.

49. 2.11 Monitor guests’ arrival and take appropriate action as required Monitor and check arrivals: • Identify no shows • Types of reservations • Notify wait list guests • Check for accuracy • Follow standard procedures.

50. Element 3: Perform ‘during stay’ functions