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Introduction . Normally some time passes between the guest making the booking and his actual arrivalDuring which the FO has dealt with hundreds of other guestsHowever, it must still be ready to receive the guestThe FO must keep track of the visitor once onsiteTherefore a good deal of record keep
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1. THM201: Front Office Management I Check-in and related issues: Lesson Objectives
Understand the check in procedure
Understand the process of arrival and registration
Describe the different methods of registration
Describe the ‘room status’ form
Be able to allocate room efficiently
Understand and be able to explain the different responsibilities once the guest is in residence
Be able to explain departure
Possible Exam questions
2. Introduction Normally some time passes between the guest making the booking and his actual arrival
During which the FO has dealt with hundreds of other guests
However, it must still be ready to receive the guest
The FO must keep track of the visitor once onsite
Therefore a good deal of record keeping must be kept
3. Check-in procedure Guest action Front office task
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Arrival - Checks booking detail
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Registration - Checks registration
- Allocates room and issues key
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Goes to room - Directs guest/ arranges escort
- Notifies other departments
- Opens bill
Uses facilities - Posts charges
- Passes mail and messages
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Settles account - Checks and presents bill
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Departs - Notifies other departments
- Updates records
4. Arrival and registration The arrivals list
Prepared before the guest arrives (24 Hours)
Groups may be circulated a week in advance as they require more preparation
Copies are circulated to HK, Switchboard, Head Porter, F&B Manager and GM
However some guests may turn out to be ‘no-shows’ and some last minute bookings
The arrivals list is electronically prepared today, however a manually prepared list is very time consuming
5. Arrival and Registration Registration
Guests must be greeted politely
And asked to ‘register’ (A request of information)
Registration serves three main functions:
It satisfies the legal requirements
It provides a record of actual arrivals as opposed to bookings and useful for market analysis
It helps to confirm the guest’s acceptance of the hotel’s terms and conditions, and is therefore useful in the event of legal proceedings
6. Arrival and Registration Legal requirements
Immigration Order of 1972, hotelier must distinguish between non-aliens and aliens. Non-aliens are currently:
British passport holders
Commonwealth citizens
Citizens of the Republic of Ireland
Members of NATA armed forces
Foreign diplomats, envoys and their staff (this is under the Diplomatic Privileges Act, 1964)
An alien must provide the following information (Must hold this for 12 months):
The number of his passport
Its place of issue
Details of his next destination, and if possible his address there
Purpose is to enable immigration authorities to keep track
7. Types of register Registration book
Advantages:
It is compact, relatively cheap and difficult to lose
It is hard to alter without detection
It records arrivals in chronological order
Disadvantages:
It is very slow if there are large numbers of guests
It lacks confidentiality
8. Types of register Registration Card
Same as book but it is more expensive and easier to lose; also cards are more flexible (Groups, coloring)
Preregistration:
Reduces delay
Often completed for groups in advance
9. Types of register Computerized check-in
The computer package makes the required preparations
It is time efficient
It eliminates mistakes
10. Types of register Automated check-in
A new development
Doesn’t require staff
Activated by credit card
History is recorded when the booking is made
If it’s a ‘chance’ guest which appears if the machine doesn’t recognize the card number than a menu appears listing the available rooms
Sophisticated machines offer alternative service such special requests
11. Automated Check-in Advantages:
They reduce costs
They can increase occupancy and room revenue
They increase security
They can be moved closer to the customer
Disadvantages:
Reduction of the ‘hospitality’
Very few hotels have opted for this option internationally
12. Other registration preparation requirements Room status record (pg 41)
It is necessary to keep a record of rooms for the following reasons:
If occupied by whom, for how long, and for how much
If unoccupied, whether it is available for letting, or not yet ready, or unavailable because it has been taken out of service for repairs or redecoration
13. Other registration preparation requirements Room allocation
Selectively given to increase occupancy
VIPs should be allocated whatever room them want. Otherwise the best available should be allocated
Guests with special requirements should be provided accordingly E.g:
Disabled facilities
Children and babies
Elderly
Regular guests should be given the room they normally stay in
Early bookings and longs stays should also be given priority in respect to the better rooms
-Some compromises will have to be made
-an experienced receptionist will learn to hold back a proportion of the better rooms
- Room usage however, must be utilized as much as possible to maintain
(Individual hand out activity sheet: Room Allocation for The Grove Hotel)
14. Room types Single 1. Single bed
Double 1. Double sized bed
Twin 2. Single bed in large room
Triple 3. Single beds (Can be on special request)
Superior
Suite
King Suite
Presidential Suite
Penthouse
15. Guest in residence Your responsibilities do not end here. Your main ongoing task is to make sure the guests bill is kept up to date. However there are a variety of other services you will be expected to perform:
Room change (pg. 13)
Key control (pg. 25)
Mail
Incoming telephone calls (pg. 33)
Outgoing telephone calls
Safe custody
Information (pg. 39-41)
Early morning wake-up calls (pg. 29)
(Handouts Group Activity)
16. Departures Confirming departures
Good practice to confirm departure a night before as guests give little notice of change
Additional services
An alarm call
Assistance with luggage
Help with onward travel
Complaints for other departments
Departure notification
Other departments require notification of departures, often notified by departure lists printed/prepared by FO
Updating the immediate records
Systems Manual (i.e. room rack) or automatic
Guest history records
Dates
Room used
Total bill
Any special like or dislikes
Filing
17. Possible exam questions Explain the check in procedure
What is the process of arrival and registration? Explain
Describe the different methods of registration
Describe the ‘room status’ form
Allocate the following rooms on the table provided
What are the different responsibilities of FO once the guest is in residence? explain
What are the different responsibilities of FO for when the guest is to depart? explain