161 transparency masters start chapter 6 front desk representative
TRANSCRIPT
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Transparency Masters
START
Chapter 6Front Desk Representative
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Front Desk: Excellent Team Work
Give positive feedback to the reservations department.
Introduce guests to bell attendants.
Report needed repairs to engineering.
Update the concierge with information about guest services.
Provide accurate information to guests about property amenities.
Transfer inquiries about booking function rooms to the sales department.
Chapter 6 — Front Desk Representative
Transparency 6.1-1
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Front Desk Representatives Know How to Use:
Wireless Internet service
Radios
Free television channels
Pay movie channels
Heating, ventilation, and air conditioning system
In-room mini-bars
In-room hot tubs
In-room safes
Transparency Masters
Transparency 6.1-2
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Front Desk Representatives Have Access to:
Chapter 6 — Front Desk Representative
Transparency 6.1-3
Point of Sale Equipment Computer Equipment
Telephone Equipment
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Types of Reservations
Guaranteed Reservations
Non-Guaranteed Reservations
Function Room Reservations
Transparency Masters
Transparency 6.2-1
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Describe or Define These Terms
• Arrival date• Availability• Block• Cancellation• Check-out• Check-in• Departure date• Early make-up
requests
• Late check-out rooms
• Minimum stay• Same day• Stayover• VIP rooms• Vacant and dirty
rooms• Walk-in
Chapter 6 — Front Desk Representative
Transparency 6.2-2
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Guestroom and Rate Terms
• Accessible Rooms• Advance Deposit• Children’s or
Family Plan Rate• Corporate Rate• Flat Rate
• Government Rate• Late Arrival• Preferred or
Commercial Rate• Preregistration• Rack Rate
Transparency Masters
Transparency 6.2-3
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An Arrivals List Typically Includes:
Arriving guests’ names
Type of room each guest
requested
Number of guests
per room
Special requests
Chapter 6 — Front Desk Representative
Transparency 6.3-1
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Preregistration speeds up the registration process by reducing the time a guest must spend
at the front desk.
Transparency Masters
Transparency 6.3-2
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Front Desk Representatives Examine Credit Cards to Make Sure They Are:
Current Unaltered
Signed on the back
Chapter 6 — Front Desk Representative
Transparency 6.3-3
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Keys are Given Only to Registered Guests
Transparency Masters
Transparency 6.3-4
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A Credit Check Will Indicate Whether:
Cash-only guests have used the phone,
watched pay movies, or charged items
Credit/Debit card guests have gone over their
credit limits
Credit/Debit card guests have gone over the
property’s floor limits
Chapter 6 — Front Desk Representative
Transparency 6.4-1
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Only Guests Should Place Their Valuables in theSafe-Deposit Box
Transparency Masters
Transparency 6.4-2
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Front Desk Representatives Can Use the Guest Information Directory to Help Guests Locate:
Special events
Art & culture attractions
Theaters & cinemas
Night clubs & entertainment
Shopping centers
Restaurants
Lounges & taverns
Recreation & hobby
activities
Transportation
Medical services
Personal services
Business services
Churches, synagogues, &
mosques
Chapter 6 — Front Desk Representative
Transparency 6.4-3
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Other Front Desk Representative Tasks
Exchange currency
Pick up, use, and turn in a cash bank
Post guest charges and payments
Process guaranteed no-shows
Update room status
Transparency Masters
Transparency 6.4-4
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Follow These Procedures When Checking In VIPs:
Coordinate VIP arrival times with housekeepi
ng. Preregister VIPs and print their
names and room numbers
on a preregistration
envelope.
Pre-key guestrooms
and test keys.
Require VIPs to sign
registration cards, but not completely fill
them out.
Notify appropriate department
s and co-workers.
When checking in VIPs and other
guests, be courteous and
professional, and provide quality
service.
Chapter 6 — Front Desk Representative
Transparency 6.4-5
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What is one of the primary goals when checking out a guest?
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Transparency 6.5-1
Many Properties Offer Express Check-Out to the Following Guests:
Credit card guests with approved credit
authorization
Approved direct-bill customers
Paid-in-advance customers with a zero balance
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Chapter 6 — Front Desk Representative
Transparency 6.5-2
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Transparency Masters
Chapter 6 Transparency Answers
Transparency 6.2-2
Arrival date: The actual date a guest will be checking into the lodging property.Availability: A condition that describes the number of rooms available for sale on a particular
day.Block: A specific number of rooms set aside for members of a group planning to stay at the
lodging property.Cancellation: A reservation voided (canceled) at the guest’s request.Check-out: The procedures involved in the departure of a guest from the lodging property.Check-in: The procedures involved in the arrival and registration of a guest at the lodging
property.Departure date: The planned date a guest will be checking out of the lodging property.Early make-up requests: Some guests ask to check in early. To help meet their needs,
housekeeping cleans thoserooms earlier than the normal time.Late check-out rooms: This term lets housekeeping know that guests want to stay in their
rooms past the standardcheck-out time.Minimum stay: An inventory control that allows guests to make reservations only for a
minimum number of days.Same day: Guests who arrive at the lodging property on the same day they make their
reservation.Stayover: Guests who are not checking out that day.VIP rooms: Very important guests receive special attention. Their reservation records need to
be marked so thehousekeeping department can provide extra touches.Vacant and dirty rooms: This refers to rooms that guests have checked out of, but which
housekeeping has not yetcleaned.Walk-in: Guests who arrive at the lodging property without a reservation.
Transparency 6.5-1
To make that guest want to return for a future visit
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