04 march 2015 front office nc ii.pptx
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FRONT OFFICE NC II/ FRONT OFFICE PROCEDURES
Prepared by:
Carlos B. David
FRONT OFFICE NC II/FRONT OFFICE PROCEDURES
overbooking
Accepting more reservations than the hotel can accommodate
Availability board
A convenient visual guide for controlling overbooking and,
It reflects the true picture of the room availability status for a six period of month.
Guaranteed reservation
A form of reservation when guest guarantees payment for the first nights stay, regardless of whether or he or she actually arrives
Central reservation system
A system from an independent company that charges the hotel for a fee for each reservation it generates or
A percentage of the revenue generated from the reservations it books.
Confirmation Number
A number generated by the property reservation management system which serves as proof that a reservation was done in a hotel.
fit
An individual guest or representatives who come to the hotel in person to make a reservation.
Sources of reservations
Telephone
Central Reservations System
In-house/Walk-in guest
2 forms of reservation system
Manual
Computerized
No show
Guests who have reservations but did not come.
Property management system used by the hotels
FIDELIO
OPERA & HARMONY
Data/information needed by a reservation agent from a guest
Expected time of arrival (ETD)
Departure date
Names of all parties desiring reservations
Convention/Group/Business affiliation
Type of accommodation (double, king, suite, etc.)
Arrival
Data/information needed by a reservation agent from a guest
Departure date
Expected time of arrival (ETD)
Names of all parties desiring reservations
Convention/Group/Business affiliation
Type of accommodation (double, king, suite, etc.)
Contd..
6. Arrival Date, time and departure date of the guest
7. The name and address of the party to whom the
confirmation is to be sent
8. The form of payment to be used and the name
and address of the party to whom the is to be
sent.
Contd..
9. The rate of the room
10. Special instructions or special requests, no matter how minor (small)
Common product information an F.O. staff should know
Floor plan and what views
Number of guestrooms
Sizes of the rooms
Hotel amenities/ facilities
Types of accommodation (single, double, etc. )
Room rate structure
Guestroom features and amenities
Reports that the F.O. agent should review at the start of the shift
Arrivals report(includes the number of guests arriving by date and the type of room each had requested)
Departure report(includes the numbers of guests checking out on a particular date)
VIP report (optional)(includes the names and requirements of guests arriving on a particular date who will receive special gifts and services.
Flow of activities in rooming a guest
Greeting the guests.(a friendly smile, a good morning, afternoon or evening and offering assistance
Determining if the guest has a reservation or not by askingare we holding a reservation?
If theres no reservationperform the reservation process for the guest
If theres a reservationfront office agent verifies the data taken by the reservationists, including the spelling band pronunciation of the guests name, mailing address,, rate, method of payment and departure dates
Assignment of rooms
Assist the guests with their luggage
Escorts the guests to their rooms..
Things to do before a group arrival
Needed rooms are blocked off on the room rack
Keys are sorted out for each room
Individual or group registration cards are prepared in advance so guests need only to sign upon arrival
If group billing is to be usedan account is opened
If individual accounts have been arranged, they are generated in advance
Contd
6. On arrival, a separate counter is to be set-up to keep congestion to a minimum from the main desk
7. The hotel may opt to give a kit containing the welcome note, key charge instructions, tour or convention details, map of the city, and so on
8. Bell staff members standby to move the guests to their rooms in small groups
9. Coordination with other departments is performed for a smooth flow of guest stay
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