Front desk at hotel job description: Hotel Front Desk Agent job description template
Hotel Receptionist Job Description
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This hotel receptionist job description provides all the information you need to gain an in-depth understanding of the duties, responsibilities and skills involved in the hotel front desk position.
The hotel receptionist job is often referred to as a front desk agent. Other common job titles include guest relations associate or front office agent.
Regardless of the job title this hotel receptionist job description lists all the core duties and skill requirements for this position.
HOTEL RECEPTIONIST
General Purpose
Welcome guests, check guests in and out of the hotel, deal with guest queries, provide prompt and professional guest service to meet guest needs and ensure guest satisfaction.
Main Job Duties and Responsibilities
- welcome and greet guests
- answer and direct incoming calls
- inform guests of hotel rates and services
- make and confirm reservations for guests
- ensure proper room allocation
- register and check guests in
- confirm relevant guest information
- verify guest’s payment method
- verify and imprint credit cards for authorization
- issue room keys and direct guests to their rooms
- maintain clear and accurate records of guest room bookings
- compute all guest billings, accurately post charges to guest rooms and house accounts
- receive and transmit messages for guests
- retrieve mail, packages and documents such as faxes for guests
- listen and respond to guest queries and requests both in-person and by phone
- provide accurate information about local attractions and services
- liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests
- complete and maintain any incident reports, daily activity reports or other reports requested by management
- manage conference room bookings and scheduling
- close guest accounts and check guests out
- review accounts and charges with guests during the check-out process
- process accurate payment of guest accounts
- inform housekeeping when rooms have been vacated and are ready for cleaning
- monitor visitors to the hotel
- enforce rules and policies of the hotel
- maintain a neat and orderly front desk and reception area
Education, Skills and Experience
- High school diploma or equivalent
- guest/customer relations experience, preferably in a hospitality environment
- strong working knowledge of relevant computer software including MS Office and booking and payment systems
- numeracy skills
- administrative skills
Key Competencies and Qualities
- customer service orientation
- attention to detail and accuracy
- planning and organizing
- ability to multitask and prioritize
- professional appearance and attitude
- effective verbal and written communication skills
- ability to handle stress and stay calm under pressure
- conflict resolution skills
- decision making and judgment skills
- team work
- flexible regarding work schedules
- ability to respond appropriately to diverse customers and guests
Adapt this hotel receptionist job description to meet your own needs.
Write a winning hotel receptionist resume.
What are the duties and responsibilities of a receptionist in an office?
This complete receptionist job description outlines the duties and responsibilities of a receptionist in an office setting.
A comprehensive list of typical receptionist duties.
and in other settings …
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What skills are needed to be a hotel receptionist?
The top 5 skills identified for success in the hotel receptionist position include:
Communication Skills – able to listen, ask the right questions , understand what the guest is asking and provide the relevant information in a clear and confident manner.
Attention to Detail – able to ensure accuracy in all operations.
Customer Service Skills – strong customer service orientation including the ability to understand and meet the customer’s needs while developing good guest relations.
Decision Making Skills – able to gather all the necessary information to make a sound decision based on facts and available resources.
Adaptability and flexibility– able to quickly adjust approach and activity to meet new demands, diverse guests, changing circumstances and new priorities.
Hotel Receptionist Job Description Pages
Your Hotel Receptionist Resume and Cover Letter
This excellent hotel receptionist resume example can easily be adapted for your own use.
Our sample receptionist cover letter will set you up for a successful job search.
This hotel receptionist job description will provide a comprehensive resource for developing your hotel receptionist resume.
Hotel Receptionist Interview Questions
These interview guides list the type of interview questions asked in a job interview for a hotel receptionist.
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10 Best Hotel Front Desk Job Description Templates With PDF Samples
Hotel Front Desk Job summary 1
The Hotel Front Desk works at the front desk of the hotel greeting and checking in arriving guests and checking out departing guests. Providing excellent customer services to current and future guests and making reservations for incoming phone calls or walk-ins.
Hotel Front Desk Duties & Responsibilities 1
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- Make a daily reservation count for arrivals and departures to direct actions in selling rooms.
- Block all incoming reservations based on guest request and availability.
- Block arriving reservations of all groups if deemed necessary, pre-register, place key in envelope and note room number on envelope, assuring a smoother check-in.
- Register all incoming guests, making sure that all pertinent information is obtained, registration card is completed and method of payment is established.
- Accept and record credit card and photo ID information on guest accounts and provide change for guests as needed.
- Assist in other departments such as Breakfast, Social, Housekeeping, Laundry etc. as needed.
- Maintain the cleanliness of the hotel bathrooms, lobby and other public areas.
- Anticipate guest needs, respond promptly, and acknowledge guest regardless of how busy and whatever time of day.
- Maintain positive guest relations at all times.
- Address and resolve guest complaints and ensure guest satisfaction.
- Document all guest requests, concerns and communication information to responsible personnel for proper handling.
- Prepare daily cash report, balancing payments and disbursements with machine totals; prepare deposit slip and provide assistance to the Guest Services Manager by providing him/her with summary of daily bank status. Request change as needed.
- Maintain confidentiality and security of proprietary company information, correspondence reports and files.
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- Handle all incoming and outgoing reservation requests.
- Care for lost and found items as directed by the General Manager.
- Perform other duties as assigned by management.
Hotel Front Desk Requirements & Skills 1
- Highly energetic, go-getter, motivated individual
- Willing to take initiative and work with little direction.
- Previous hospitality industry experience preferred but not required
- Excellent interpersonal and communication skills with strong customer/client focus essential
- Strong problem-solving skills
- Ability to work in a fast-paced, high pressure environment
- Ability to shift and manage multiple priorities
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- Results driven focus and ability to work through to completion in a timely manner
- Adaptable to change
- High level of flexibility regarding overtime during times busy periods as required by the business
Hotel Front Desk Job summary 2
We are looking for people that have a passion to serve others! Working as a Hotel Front Desk means you are at the hub of the hotel with the most interaction with guests. Your role is key to the overall experience the guest will have. Your keen sense of being proactive, responsive and caring will make all the difference. If you enjoy engaging with others and have a winning personality and high sense of responsibility – this role is perfect for you.
Hotel Front Desk Duties & Responsibilities 2
- Assisting guests efficiently, courteously and professionally at all times
- Maintain a high level of service and hospitality
- Promptly and effectively deal with guest concerns or issues and see all are met to satisfaction in timely manner
- Post guest charges, collect payments and follow all cash handling procedures
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- Handle guest mail and messages with respect to privacy and professionalism
- Be knowledgeable of the hotel brand and various programs (travel programs, special offers)
- Respond quickly to incoming calls, lobby visitors and team members needing front desk assistance
Hotel Front Desk Requirements & Skills 2
- Great communicator to various departments and management on guest comments and concerns
- Full knowledge of hotel safety and emergency procedures
Hotel Front Desk Job summary 3
We are looking for an energetic, hardworking, motivated person with excellent customer service skills and a desire to work in the hospitality industry.
Hotel Front Desk Duties & Responsibilities 3
- Greet guests and provide them with room availability and hotel facilities information
- Make reservations over the phone
- Answer incoming telephone calls and provide information on hotel’s services
- Communicate with housekeeping, maintenance, and other staff
- Clean and maintain lobby and common areas, such as mopping, dusting, and stocking supplies
- Offer guests advice on local shopping and eating areas
- Communicate with staff on the previous shift to manage guests’ arrivals and reservations
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- Inform management of any discrepancies in front desk operations
- Wash, dry, and fold guest room linens
- Other duties as assigned by Manager
Hotel Front Desk Requirements & Skills 3
- Reliable Transportation
- Able to work weekends and holidays
- Basic computer skills
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- High school diploma or equivalent required
- Ability to lift and carry up to 35 lbs.
- Smoke-free environment
Hotel Front Desk Job summary 4
The Hotel Front Desk ensures the safety and security of clients, staff and facility. Receives and assists clients, receives and routes deliveries, aids residents, controls front door access, and assists with intake and orientation process.
Hotel Front Desk Duties & Responsibilities 4
- Greet all visitors; assist them directly or announce their arrival to staff or residents.
- Assist with intake process.
- Ensure lodging sheets are signed daily.
- Ensure all clients sign in and out daily as required.
- Route mail and deliveries as required.
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- Handle or assist in crisis intervention.
- Follow assigned procedures in emergency situations.
- Perform other related duties as requested.
Hotel Front Desk Requirements & Skills 4
- High school diploma or GED.
- Must possess a polite and pleasant manner, be efficient and firm, and have the ability to operate a busy front desk/security operation.
- Must be able to perform diverse tasks with ease and maintain confidentiality.
Hotel Front Desk Job summary 5
Greet and register guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet high standards of quality.
Hotel Front Desk Duties & Responsibilities 5
- Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
- Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
- Verify and imprint credit cards for authorization using electronic acceptance methods.
- Promptly answer the telephone using positive and clear English communication.
- Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor.
- Field guest complaints, conducting through research to develop the most effective solutions and resolve complications such as location changes or credit issues.
- Summon guest service personnel for assistance to escort guests to their rooms as appropriate.
- Provide safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock.
- Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
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- Use the photocopier to make copies of items as required.
- File registration cards in room number order.
- Retrieve registration cards from the files for each check out.
Hotel Front Desk Requirements & Skills 5
- Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
- Ability to stand and move throughout the front office and continuously perform essential job functions.
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- Ability to read, listen and communicate effectively in English, both verbally and in writing.
- Ability to access and accurately input information using a moderately complex computer system.
- Hearing and visual ability to observe and detect signs of emergency situations.
Hotel Front Desk Job summary 6
The Hotel Front Desk is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
Hotel Front Desk Duties & Responsibilities 6
- Greet and welcome all guests approaching the Front Desk in accordance with Hotel standards.
- Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
- Review Front Office log and Trace File daily.
- Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
- Follow all cash handling and credit policies.
- Be aware of all rates, packages and special promotions as listed in the Red Book.
- Be familiar with all in-house groups.
- Be aware of closed out and restricted dates.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Be familiar with hospitality terminology.
- Have knowledge of emergency procedures and assist as needed.
- Handle check-ins and checkouts in a friendly, efficient and courteous manner.
- Use proper two-way radio etiquette at all times when communicating with other employees.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
- Be able to complete a bucket check, room rate verification report, and housekeeping report.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
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- Maintain and market promotions and guest programs.
- Maintain a clean work area.
- Assist guests with safe deposit boxes.
Hotel Front Desk Requirements & Skills 6
- College course work in related field helpful.
- Experience in a hotel or a related field preferred.
- High School diploma or equivalent required.
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- Computer experience required.
- Customer Services experience preferred.
- Flexible and long hours sometimes required.
Hotel Front Desk Job summary 7
The Hotel Front Desk position must demonstrate and promote a strong commitment to providing the best possible experience for guests. The position is responsible for assisting guests at all times, answering phones, and checking in and checking guests out in accordance with company guidelines and procedures. The Hotel Front Desk also is responsible for completing all necessary front office daily paperwork and ensuring that safety and security procedures are in place in accordance with company guidelines and standards for all associates and guests.
Hotel Front Desk Duties & Responsibilities 7
- Demonstrates and promotes a 100% commitment to providing the best possible experience for our guests.
- Assists guests at all times; responds to guest requests with diligent follow through.
- Job functions to include handling collection efforts of all in-house balances.
- Assists and provides reasonable accommodations in response to guest requests whenever possible and practical
- Compliance with all company policies and procedures, including but not limited to the prompt reporting of all safety and security issues directly to the manager or to the appropriate authorities.
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- Responsible for maintaining overall hotel cleanliness, including assisting with cleaning any areas of the hotel as assigned by the manager when needed, including but not limited to front desk, associate breakroom, guest laundry, fitness room, vending areas, stairwells and common areas.
- Cross training into the housekeeping and laundry areas so that assistance can be provided as needed.
- Other duties as requested by the management team.
Hotel Front Desk Requirements & Skills 7
- Ability to understand and communicate in English proficiently to interact with guests, associates and outside vendors.
- Must be able to operate the property management system technology. Requires the ability to work through all shift reports and performing the audit function when necessary and assigned.
- Ability to understand and follow documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to complete routine reports and correspondence.
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- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
- Ability to apply good judgment at all times.
- Ability to deal with problems, address and solve guest-related issues.
Hotel Front Desk Job summary 8
The Hotel Front Desk is responsible for the Hotel Front Desk activities. The Hotel Front Desk will ensure the organization is in compliance with all applicable federal, state and local employment related laws.
The Hotel Front Desk, as with all members of the Hotel Team, is expected to conduct himself/herself in a manner which demonstrates initiative, professionalism, personal awareness, integrity, and exercises confidentiality in the appropriate areas of his/her performance.
Hotel Front Desk Duties & Responsibilities 8
- Responsible for all facets of Front Desk Operations.
- Identify strategies to increase revenue, profitability and Guest Satisfaction.
- Provide guidance and motivation to achieve optimal performance.
- Responsible for scheduling, training and any coaching or disciplinary matters in relation to company and department policies.
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- Resolves guest complaints and ensures guest satisfaction.
- Completes reports and projects as assigned by Hotel Management.
- Performs other incidental and related duties as required and assigned.
Hotel Front Desk Requirements & Skills 8
- Minimum of 3 years’ experience Hotel Front Desk experience
- Proven track record in Hotel Management
- Passion for Guest Service, eye for creativity, innovation and attention to detail
- Exceptional written and verbal communication skills
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- Computer proficient
- Ability to read and analyze reports and guest folios
- Ability to manage hotel inventory and pricing in a fast-paced environment
Hotel Front Desk Job summary 9
To perform in a pleasant, professional, and efficient manner, a combination of duties mainly related, but not limited to, check-in and checkout of guests thereby contributing to an overall pleasant and positive experience.
Hotel Front Desk Duties & Responsibilities 9
- Greet and welcome guests upon arrival, registers, and assigns rooms to guests.
- Issues room key.
- Ensure all security protocols are followed as well as departmental and company procedures.
- Answer all calls by three rings and correctly transfer all calls to appropriate departments.
- Knowledgeable for all special resort accommodation promotions and packages for the outlets.
- Correctly handling cash transactions and balancing a cash drawer to the given amount.
- Date-stamps, sorts, and racks incoming mail and messages.
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- Transmits and receives messages using equipment such as telephone, fax and switchboard.
- Answers inquiries pertaining to resort services, registration of guests and shopping, dining, entertainment and travel directions.
- All other duties assigned by manager or supervisor.
Hotel Front Desk Requirements & Skills 9
- Must be able to speak, read, write and understand the primary language(s) used in the workplace.
- Use personal judgment and specialized knowledge to give information to guests.
- Requires good communication skills, both verbal and written.
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- Adapt easily and frequently from one activity to another such as from typing to searching in a directory, to using a telephone.
- Must possess basic computer skills.
- Extensive knowledge of resort, services and facilities.
Hotel Front Desk Job summary 10
Our Hotel Front Desk create a hospitable guest experience while performing tasks at the front desk. The Hotel Front Desk is a vital position as it provides the first impression of our brand.
Hotel Front Desk Duties & Responsibilities 10
- People excellence – exhibits a heart for service with dedication to customer service and teamwork
- Product excellence – deliver a great guest experience with friendly, smiling service and a fast and accurate check in
- Guest excellence – cheerfully interact and assist guests with information about the property and local amenities
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- Guest experience – identifies opportunities to increase revenue
- Partner excellence – at times, may have to perform duties of other property positions to ensure we are driving a great guest experience
- Other duties – participates in all training and safety meetings
Hotel Front Desk Requirements & Skills 10
- Desire to grow in the organization
- Charismatic and thoughtful
- Enjoys getting to know new people
- Maintaining high standards and the appearance of the front desk
- Ongoing communication with the General Manager to address any opportunities
- Ability to work nights and weekends
- Basic reading and writing skills
- Basic communication skills
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- Ability to work with minimal supervision
- Ability to work safely
- Ability to meet all employment qualifications at the time of hire
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Hotel, Motel, and Resort Desk Clerk Job Description
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Do you have an interest in the hospitality and travel industry and a passion for working with people? If you have strong problem skills and love helping visitors make the most out of their time in your area, you’re the ideal candidate for a position as a hotel, motel, or resort desk clerk. Learn more about how this job might be a good fit for you.
What is a Hotel, Motel and Resort Desk Clerk?
If you’ve ever stayed in vacation or temporary lodging of any kind, you’ve interacted with the front desk clerk. This individual performs an essential duty, handling the everyday needs of the guests. Here, desk clerks are responsible for greeting guests, checking them in and out of the hotel, and addressing other questions or needs in regard to hotel services.
A friendly demeanor and strong problem skills are important in this position, as hotel, motel, and resort desk clerks may handle a wide range of requests. Some guests are very particular about their room placement, and may require specific accommodations in a particular area of the hotel. Others may inquire about the amenities available and request arrangements for extra towels and soap or special items like a toothbrush or razor.
Though some hotels have a separate concierge position, others roll the responsibilities of a concierge into the desk clerk’s duties. In this type of establishment, the desk clerk would also be responsible for helping guests make dinner reservations, secure tickets to nearby shows and attractions, and arrange for transportation. He or she may suggest the best shopping in the area, recommend a reliable taxi service, or help visitors find their destination and the proper bus route on a map.
Hotel, motel, and resort desk clerks perform many routine duties, but they’re also responsible for responding promptly to any request the guest may have, which can present them with an ever-changing set of challenges that keep things interesting.
Job Responsibilities:
- Answer calls from prospective guests
- Book and register rooms over the phone, in person, or online
- Keep records of room availability and guests’ accounts
- Assign guests’ rooms
- Make room adjustments as needed
- Contact housekeeping to deliver requested amenities
- Communicate with housekeeping to determine when rooms are ready
- Inspect rooms post-checkout
- Process check-outs
- Receive and hold mail or packages for guests
- Bill for accommodations and additional charges
- Answer inquiries in regard to travel directions and make dining and entertainment recommendations
- Assist guests with vacation planning
- Stock snacks, beverages, and other items available for purchase
- Assist with setting up and cleaning up continental breakfast offerings
- Arrange maintenance repairs
- Gather and respond to requests or complaints from guests
Request Information
What is the Career Outlook for a Hotel, Motel and Resort Desk Clerk?
According to the Bureau of Labor Statistics, job growth for desk clerks working at hotels, motels, and resorts will be moderate in the coming years. Between 2016 and 2026, employment opportunities in this area are expected to increase just four percent, adding another 11,300 jobs in this area. This is slower than the national average of seven percent growth expected for all occupations.
Some of the slow growth is attributable to the rise in technology. Many people now book hotel rooms online rather than calling a desk clerk to make reservations. Some hotels offer self-service check-in kiosks, and many offer easy in-room check-out services that allow visitors to bypass the front desk on their way out. These advancements have eased the duties of the desk clerk, but they’ve also made it possible for hotels, motels, and resorts to function efficiently with a smaller staff at the front desk.
Where do Hotel, Motel and Resort Desk Clerks Work?
As you’d expect, these desk clerks work in the hospitality industry, at accommodations of all types. In addition to manning the front desk for traditional hotels, they may also work at a check-in location for rental cabins, rental homes, or even campsites. Anywhere there are accommodations to be had, you will usually find at least one desk clerk handling daily tasks at the property.
Naturally, you’ll find more positions for hospitality desk clerks in popular travel destinations. California, Texas, Florida, New York, and North Carolina employ the highest number of these professionals. If you want to target your job search more specifically, the metropolitan areas with the highest number of jobs for desk clerks are New York City, Los Angeles, Orlando, Washington DC, and Houston.
What Education is Required to Become a Hotel, Motel and Resort Desk Clerk?
Job seekers may qualify for a position as a hospitality desk clerk with as little as a high school diploma. However, as job growth is minimal in this area, you can expect competition to increase. You can improve your employability by furthering your education. The Hospitality Assistant Diploma from Bryant & Stratton College covers business and marketing principles, computing skills, hospitality management principles, and more to help you increase your chances of getting a rewarding job in this field.
What Can I Do With my Hospitality Assistant Diploma?
A hospitality assistant diploma will prepare you for many positions in the hospitality field. Some job titles you should consider include:
- Desk clerk
- Housekeeping supervisor
- Concierge
- Event planner
- Porter
- Greeter
- Night auditor
- Reservations agent
- Hotel deposit clerk
- Front desk agent
- Crew member
- Meeting specialist
- Room attendant
With a hospitality assistant diploma, you would be well-suited to these and other related positions in hotels, motels, resorts, and other travel destinations.
It’s important to note that data provided by the Bureau of Labor Statistics is intended for informational purposes only. This is not a guarantee of the job opportunities that you’ll find in hospitality. However, this data can give you a general understanding of the current and anticipated state of the industry, so you can make informed decisions about the future of your career.
For more insights into hospitality degrees and how you can build a successful career in this area, check out the degree insights section of our blog. Start planning your future today.
Do you have an interest in the hospitality and travel industry and a passion for working with people? If you have strong problem skills and love helping visitors make the most out of their time in your area, you’re the ideal candidate for a position as a hotel, motel, or resort desk clerk. Learn more about how this job might be a good fit for you.
What is a Hotel, Motel and Resort Desk Clerk?
If you’ve ever stayed in vacation or temporary lodging of any kind, you’ve interacted with the front desk clerk. This individual performs an essential duty, handling the everyday needs of the guests. Here, desk clerks are responsible for greeting guests, checking them in and out of the hotel, and addressing other questions or needs in regard to hotel services.
A friendly demeanor and strong problem skills are important in this position, as hotel, motel, and resort desk clerks may handle a wide range of requests. Some guests are very particular about their room placement, and may require specific accommodations in a particular area of the hotel. Others may inquire about the amenities available and request arrangements for extra towels and soap or special items like a toothbrush or razor.
Though some hotels have a separate concierge position, others roll the responsibilities of a concierge into the desk clerk’s duties. In this type of establishment, the desk clerk would also be responsible for helping guests make dinner reservations, secure tickets to nearby shows and attractions, and arrange for transportation. He or she may suggest the best shopping in the area, recommend a reliable taxi service, or help visitors find their destination and the proper bus route on a map.
Hotel, motel, and resort desk clerks perform many routine duties, but they’re also responsible for responding promptly to any request the guest may have, which can present them with an ever-changing set of challenges that keep things interesting.
Job Responsibilities:
- Answer calls from prospective guests
- Book and register rooms over the phone, in person, or online
- Keep records of room availability and guests’ accounts
- Assign guests’ rooms
- Make room adjustments as needed
- Contact housekeeping to deliver requested amenities
- Communicate with housekeeping to determine when rooms are ready
- Inspect rooms post-checkout
- Process check-outs
- Receive and hold mail or packages for guests
- Bill for accommodations and additional charges
- Answer inquiries in regard to travel directions and make dining and entertainment recommendations
- Assist guests with vacation planning
- Stock snacks, beverages, and other items available for purchase
- Assist with setting up and cleaning up continental breakfast offerings
- Arrange maintenance repairs
- Gather and respond to requests or complaints from guests
Request Information
What is the Career Outlook for a Hotel, Motel and Resort Desk Clerk?
According to the Bureau of Labor Statistics, job growth for desk clerks working at hotels, motels, and resorts will be moderate in the coming years. Between 2016 and 2026, employment opportunities in this area are expected to increase just four percent, adding another 11,300 jobs in this area. This is slower than the national average of seven percent growth expected for all occupations.
Some of the slow growth is attributable to the rise in technology. Many people now book hotel rooms online rather than calling a desk clerk to make reservations. Some hotels offer self-service check-in kiosks, and many offer easy in-room check-out services that allow visitors to bypass the front desk on their way out. These advancements have eased the duties of the desk clerk, but they’ve also made it possible for hotels, motels, and resorts to function efficiently with a smaller staff at the front desk.
Where do Hotel, Motel and Resort Desk Clerks Work?
As you’d expect, these desk clerks work in the hospitality industry, at accommodations of all types. In addition to manning the front desk for traditional hotels, they may also work at a check-in location for rental cabins, rental homes, or even campsites. Anywhere there are accommodations to be had, you will usually find at least one desk clerk handling daily tasks at the property.
Naturally, you’ll find more positions for hospitality desk clerks in popular travel destinations. California, Texas, Florida, New York, and North Carolina employ the highest number of these professionals. If you want to target your job search more specifically, the metropolitan areas with the highest number of jobs for desk clerks are New York City, Los Angeles, Orlando, Washington DC, and Houston.
What Education is Required to Become a Hotel, Motel and Resort Desk Clerk?
Job seekers may qualify for a position as a hospitality desk clerk with as little as a high school diploma. However, as job growth is minimal in this area, you can expect competition to increase. You can improve your employability by furthering your education. The Hospitality Assistant Diploma from Bryant & Stratton College covers business and marketing principles, computing skills, hospitality management principles, and more to help you increase your chances of getting a rewarding job in this field.
What Can I Do With my Hospitality Assistant Diploma?
A hospitality assistant diploma will prepare you for many positions in the hospitality field. Some job titles you should consider include:
- Desk clerk
- Housekeeping supervisor
- Concierge
- Event planner
- Porter
- Greeter
- Night auditor
- Reservations agent
- Hotel deposit clerk
- Front desk agent
- Crew member
- Meeting specialist
- Room attendant
With a hospitality assistant diploma, you would be well-suited to these and other related positions in hotels, motels, resorts, and other travel destinations.
It’s important to note that data provided by the Bureau of Labor Statistics is intended for informational purposes only. This is not a guarantee of the job opportunities that you’ll find in hospitality. However, this data can give you a general understanding of the current and anticipated state of the industry, so you can make informed decisions about the future of your career.
For more insights into hospitality degrees and how you can build a successful career in this area, check out the degree insights section of our blog. Start planning your future today.
Do you have an interest in the hospitality and travel industry and a passion for working with people? If you have strong problem skills and love helping visitors make the most out of their time in your area, you’re the ideal candidate for a position as a hotel, motel, or resort desk clerk. Learn more about how this job might be a good fit for you.
What is a Hotel, Motel and Resort Desk Clerk?
If you’ve ever stayed in vacation or temporary lodging of any kind, you’ve interacted with the front desk clerk. This individual performs an essential duty, handling the everyday needs of the guests. Here, desk clerks are responsible for greeting guests, checking them in and out of the hotel, and addressing other questions or needs in regard to hotel services.
A friendly demeanor and strong problem skills are important in this position, as hotel, motel, and resort desk clerks may handle a wide range of requests. Some guests are very particular about their room placement, and may require specific accommodations in a particular area of the hotel. Others may inquire about the amenities available and request arrangements for extra towels and soap or special items like a toothbrush or razor.
Though some hotels have a separate concierge position, others roll the responsibilities of a concierge into the desk clerk’s duties. In this type of establishment, the desk clerk would also be responsible for helping guests make dinner reservations, secure tickets to nearby shows and attractions, and arrange for transportation. He or she may suggest the best shopping in the area, recommend a reliable taxi service, or help visitors find their destination and the proper bus route on a map.
Hotel, motel, and resort desk clerks perform many routine duties, but they’re also responsible for responding promptly to any request the guest may have, which can present them with an ever-changing set of challenges that keep things interesting.
Job Responsibilities:
- Answer calls from prospective guests
- Book and register rooms over the phone, in person, or online
- Keep records of room availability and guests’ accounts
- Assign guests’ rooms
- Make room adjustments as needed
- Contact housekeeping to deliver requested amenities
- Communicate with housekeeping to determine when rooms are ready
- Inspect rooms post-checkout
- Process check-outs
- Receive and hold mail or packages for guests
- Bill for accommodations and additional charges
- Answer inquiries in regard to travel directions and make dining and entertainment recommendations
- Assist guests with vacation planning
- Stock snacks, beverages, and other items available for purchase
- Assist with setting up and cleaning up continental breakfast offerings
- Arrange maintenance repairs
- Gather and respond to requests or complaints from guests
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What is the Career Outlook for a Hotel, Motel and Resort Desk Clerk?
According to the Bureau of Labor Statistics, job growth for desk clerks working at hotels, motels, and resorts will be moderate in the coming years. Between 2016 and 2026, employment opportunities in this area are expected to increase just four percent, adding another 11,300 jobs in this area. This is slower than the national average of seven percent growth expected for all occupations.
Some of the slow growth is attributable to the rise in technology. Many people now book hotel rooms online rather than calling a desk clerk to make reservations. Some hotels offer self-service check-in kiosks, and many offer easy in-room check-out services that allow visitors to bypass the front desk on their way out. These advancements have eased the duties of the desk clerk, but they’ve also made it possible for hotels, motels, and resorts to function efficiently with a smaller staff at the front desk.
Where do Hotel, Motel and Resort Desk Clerks Work?
As you’d expect, these desk clerks work in the hospitality industry, at accommodations of all types. In addition to manning the front desk for traditional hotels, they may also work at a check-in location for rental cabins, rental homes, or even campsites. Anywhere there are accommodations to be had, you will usually find at least one desk clerk handling daily tasks at the property.
Naturally, you’ll find more positions for hospitality desk clerks in popular travel destinations. California, Texas, Florida, New York, and North Carolina employ the highest number of these professionals. If you want to target your job search more specifically, the metropolitan areas with the highest number of jobs for desk clerks are New York City, Los Angeles, Orlando, Washington DC, and Houston.
What Education is Required to Become a Hotel, Motel and Resort Desk Clerk?
Job seekers may qualify for a position as a hospitality desk clerk with as little as a high school diploma. However, as job growth is minimal in this area, you can expect competition to increase. You can improve your employability by furthering your education. The Hospitality Assistant Diploma from Bryant & Stratton College covers business and marketing principles, computing skills, hospitality management principles, and more to help you increase your chances of getting a rewarding job in this field.
What Can I Do With my Hospitality Assistant Diploma?
A hospitality assistant diploma will prepare you for many positions in the hospitality field. Some job titles you should consider include:
- Desk clerk
- Housekeeping supervisor
- Concierge
- Event planner
- Porter
- Greeter
- Night auditor
- Reservations agent
- Hotel deposit clerk
- Front desk agent
- Crew member
- Meeting specialist
- Room attendant
With a hospitality assistant diploma, you would be well-suited to these and other related positions in hotels, motels, resorts, and other travel destinations.
It’s important to note that data provided by the Bureau of Labor Statistics is intended for informational purposes only. This is not a guarantee of the job opportunities that you’ll find in hospitality. However, this data can give you a general understanding of the current and anticipated state of the industry, so you can make informed decisions about the future of your career.
For more insights into hospitality degrees and how you can build a successful career in this area, check out the degree insights section of our blog. Start planning your future today.
Hotel Front Desk Clerk Job Description Template
It is vital to create the right job description when you plan to hire people for your hotel’s front desk operations. You will find it easier to post the job description by using the comprehensive template here. You can change qualifications, duties, and other requirements to suit your specific needs. You will achieve better and faster results using VIVAHR software to post the job descriptions to various hiring websites.
What is a Hotel Front Desk Clerk?
Hotel front desk agents are the first point of contact for guests and must come across as efficient, capable, pleasant, and helpful. It is a given that hotel front desk clerks need to be presentable, well-groomed, have impeccable manners, and address all customer queries in the best way possible. Typically, front desk staff handle telephone and online bookings, welcome guests on arrival, see their needs, and assist in other areas such as travel, sight-seeing, food, etc.
The front desk clerk’s job is vital for the hotel’s brand image and business growth. Hire the right person by making use of this template.
Related Job Titles for Hotel Front Desk Clerk
- Hotel receptionist
- Hotel booking and customer service
- Guest manager
The Top Job Hotel Desk Clerk Skills
Skills |
Why it’s important |
Strong communication and comprehension |
Front desk personnel will interact with guests and must know how to be brief, persuasive, understand the needs of clients and convince where needed |
Front desk staff should be competent enough to handle IP PBX, internet, website bookings, and audio-video chat, depending on which channel a customer chooses to initiate transactions |
|
Good listener |
Customers may express themselves in different ways, and it is for the front desk staff to understand what a customer needs. |
Multi-lingual capability |
Though not necessary, it helps if front desk staff have multi-lingual capabilities to handle international customers. |
Quick thinker |
Front desk personnel should be able to think fast and resolve issues. |
Hotel Front Desk Clerk Job Description Template (Free)
We are looking for a competent hotel front desk clerk to handle customer services. Candidates with a proven track record of performance are welcome to apply. Experience in a similar position is an absolute must. You must be familiar with hotel bookings, travel, catering, and related services to provide comprehensive services depending on what a customer may request.
As a hotel front desk clerk, it is your primary responsibility to handle telephone, online, and in-person bookings. You will welcome guests when they check-in, arrange for their settling in, inquire about their needs and prove helpful as much as possible to convey the best impression. You must be pleasant, personable, well-groomed, and must possess excellent communication skills. We like candidates to be balanced, courteous, and remaining unflappable in the face of provocation.
Hotel Front Desk Clerk Duties & Responsibilities:
- Manage front desk operations such as handling telephone and online queries
- Manage hotel bookings
- Handle registration, check-in, and check-out
- Inform potential guests about tariffs, services, and amenities and present an attractive picture
- Manage billings, payments, credit card operations
- Respond to guests and provide information and services as may be needed about travel, local sightseeing, transport, flights, and local customs.
- Collaborate with housekeeping staff to ensure rooms are kept scrupulously clean and tidy to the highest possible standards.
- Offer additional services to clients.
- Manage group bookings as well as VIP clients
- Maintain records of guests, bookings, payments
- Tackle problems efficiently and affably.
Hotel Front Desk Clerk Requirements:
- Pleasant personality, well-groomed, polished, and cultured in speech and actions
- Minimum High School diploma or GED.
- Excellent communication skills
- Multi-lingual capabilities are an additional plus
- Prompt, responsive, helpful attitude
- Patient, understanding, and attentive to guests
- Sharp enough to identify clients who may be problematic or with special needs
- Timely and punctual
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Sample Interview Questions For Hotel Front Desk Clerk
Once you post this template on the hiring websites, you may face difficulties selecting just one candidate. Therefore, we composed the following interview questions to help you decide on a perfect applicant for your hotel front desk clerk position.
Personal
- What would be your priorities when you are at your desk, and how well do you manage a high-pressure work environment?
- Did you face a situation when you could not resolve client issues, and what were your feelings?
- Can you make decisions independently without referring to your supervisor all the time?
Human Resources
- Are you comfortable collaborating with service personnel, housekeeping staff, maintenance people, and seniors?
- Which hotel are you currently employed in, and what are the reasons for leaving?
- How do you maintain professional relations with management?
- Can you tell us precisely what makes you fit for this job?
Management
- Have you ever had serious issues or disagreements with management during your career?
- Do you believe in blindly following orders from the top?
- If you were put in charge of a team, how would you handle it?
Technical skills and knowledge
- Are you familiar with IT solutions used in hotels, VoIP technologies, audio-video chat, IP PBX, available communication systems, and databases?
- Do you have basic knowledge about technical issues that may need attention to plumbing, electricity, and handling any appliances used in guest rooms?
- Do you have professional IT-related certification, or did you learn to handle software while on the job?
- Do you know how air ticketing, travel, holidays, restaurants, and entertainment industries work so that you can offer insightful and informed guidance to guests?
What are the Educational Requirements For a Hotel Front Desk Clerk?
Candidates for hotel front desk jobs need not be highly qualified. A minimum high school diploma or GED is sufficient. Multilingual capability is a plus. Expect the candidate to possess excellent oral and written communication skills and to be able to think out of the box. It is also important for a candidate to have a pleasant tone of voice, intonation, and pitch. Though strictly speaking, this is not a qualification; you will want personnel operating the front desk to appear well-groomed, impeccably dressed, presentable, and pleasant.
How Much to Pay a Hotel Front Desk Clerk when Hiring
Salary for hotel front desk clerks ranges between $20,000 and $38,000. The average salary is about $28,000. However, the pay will depend on the experience and skills of the hotel front desk candidate as well as the hotel’s size and location.
Percentile |
50% (Median) |
||||
Hourly Wage |
$10. 43 |
$12.26 |
$14.58 |
$17.59 |
|
Annual Wage |
$18,950 |
$21,690 |
$25,490 |
$30,330 |
$36,580 |
Frequently asked questions about Hotel Front Desk Clerks
Is the job of the hotel front desk clerk the same as that of hotel receptionists?
Not exactly. A receptionist may only answer calls and may be limited to handling general queries. The front desk clerks do more by way of bookings, attending to guests, responding to questions, and handling issues. However, distinctions could be blurred in smaller hotels.
Is the job of the hotel front desk clerk demanding and strenuous?
It depends on the size of the hotel and traffic. Still, you may expect to keep busy and on be on your toes throughout your working shift.
Is the hotel front desk clerk’s job considered a vital one for the hotel?
It is vital that first impressions are lasting impressions, and guests may take away a positive impression if they get exemplary service from front desk personnel.
Is there a high rate of turnover of hotel front desk clerks?
There is no denying that employee turnover is relatively high in the hotel industry, averaging about 73% compared to 10-15% in other industry segments.
Can people working in hotel front desk clerk jobs be promoted to higher positions?
That will depend on their qualifications, experience, and willingness to learn more and, to a great extent, on the management policies of the hotel.
Similar Job Descriptions as Hotel Front Desk Clerk
If this job description of Hotel Front Desk Clerk does not suit you, then you may try the others listed below:
- Receptionist Job Description
- Secretary Job Description
- Administrative Assitant Job Description
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Hotel Front Desk Agent Resume Example + Work History
Hotel Front Desk Agents are often the first contact between a hotel and its guests and need to make sure customers feel welcome. The strongest samples resumes for Hotel Front Desk Agents list duties such as: making reservations, greeting guests, taking phone calls, handling correspondence, managing check-in operations, and answering to inquiries. The ideal candidate should demonstrate customer service orientation, accuracy, computer literacy, proactivity, and good communication skills. Education requirements are minimal, and most Hotel Front Desk Agents make display of a high school diploma in their resumes.
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Hotel Front Desk Agent Duties and Responsibilities
A Hotel Front Desk Agent must have the ability to complete diverse tasks in order to maintain an efficient front desk area of any hotel. We have reviewed several job listings and found the following among the core Hotel Front Desk Agent duties and responsibilities.
Register Guests Providing rooms for guests with or without reservations is the chief task of a Hotel Front Desk Agent. This includes servicing same-day reservations as well as pre-registered guests. The Hotel Front Desk Agent will provide information about available rooms and rates, furnish room keys and hotel information, and process payments. These duties also include checking guests out of the hotel.
Handle Complaints and Requests A Hotel Front Desk Agent is typically the individual who is approached by guests with comments, complaints or service requests. A guest who wishes to complain that a room is too hot or cold, for instance, or who needs extra towels or bed linen will speak to a Hotel Front Desk Agent. It is the responsibility of the Hotel Front Desk Agent to handle the request him/herself or contact the personnel who would satisfy the request or complaint.
Perform Bookkeeping Duties In many cases, a Hotel Front Desk Agent will be responsible for balancing cash accounts and ensuring that all checkout payments balance at the end of their shift. This might include creating a report per the accounting specifications of an individual hotel or resort.
Hotel Front Desk Agent Skills
Attention to detail and strong communication, organizational and interpersonal skills are important for Hotel Front Desk Agents. A strong sense of customer service is required, as Hotel Front Desk Agents spend much of their time interacting with the public. Strong mathematical skills are needed in order to complete payment processing and bookkeeping responsibilities. In addition to these general skills, a Hotel Front Desk Agent could be expected to possess the following skills. Core skills: Based on job listings we looked at, employers want Hotel Front Desk Agents with these core skills. If you want to work as a Hotel Front Desk Agent, focus on the following.
- Using oral and written communication skills to register and accommodate guests
- Managing guest service requests
- Processing cash or credit card payments
- Maintaining updated information on room availability, reservations and guest messages
- Understanding how to use hotel Property Management Software (PMS) systems
Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Add these to your Construction Supervisor toolbox and broaden your career options.
- Apply selling techniques when needed to register rooms
- Knowledge of basic bookkeeping processes
- Ability to complete light maintenance duties if needed
Hotel Front Desk Agent Resources
It is helpful to research additional resources when considering a career as a Hotel Front Desk Agent. Below are links to various resources providing information about this career. On the Web FrontDesk Anywhere – A blog discussing various tips and strategies for those in the hotel management business.
All These Places – A travel site that offers a blog addressing hotel front desk topics.
Hospitality Educators – A website for independent hotel owners, which includes articles addressing front office tips such as telephone etiquette and proper service delivery. Industry Groups
American Hotel & Lodging Association (AHLA) – A professional organization offering networking opportunities, conferences and resources for those in the hotel industry.
International Luxury Hotel Association (ILHA) – A non-profit organization devoted to connecting and educating hotel professionals through networking, summits, webcasts and publications. Books
Hotel Front Office Management, 5th Edition – A comprehensive look at management strategies in all areas of hotel front office management.
Don’t Take It Personally: Women Hotel Front Desk Agents Learn to Negotiate Difficult Guests in a Patriarchal Industry – A seasoned
human resources professional relates how female Hotel Front Desk Agents handle irate guests and irrational behavior.
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Professional Front Desk Receptionist Job Description Template
HomeJob Description Samples & ExamplesProfessional Front Desk Receptionist Job Description Template
Front desk receptionists usually act as gatekeepers for an office. They allow access to other employees, answer phones, transfer calls, schedule appointments, answer questions, give directions and manage the flow of traffic in the office. It is the front desk receptionist who greets anyone who enters the building.
As you create your front desk receptionist job description, you need to make sure it is clear that a friendly attitude is an essential quality an applicant must have. Receptionists should also be organized and find it easy to communicate clearly. They also need to be familiar with office equipment and procedures.
A front desk receptionist should also have a professional appearance and demeanor. When creating your front desk receptionist job description, you can use the following example as a guide.
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We are looking for a professional with a friendly attitude and the ability to multitask to serve as our company’s front desk receptionist. In this position, you will greet guests entering the building and help direct them where they need to go. In addition, you’ll be responsible for answering and managing the phones. We are a large company with multiple offices in the building, and the job can be fast paced with little downtime. You will work a set schedule that’s free of weekend and evening hours. We also offer great benefits and vacation time from the moment you start working. We pride ourselves on providing a safe and welcoming atmosphere. If you enjoy people and are committed to doing excellent work, then we want to hear from you.
Job Responsibilities
* Greet people entering the building, answering any questions, providing directions and alerting staff when someone is there to meet or visit them
* Answer a multiple line phone system, manage calls by routing them to the proper extensions or taking messages and delivering them within our message system along with setting up conference calls as requested
* Manage the building log of who is entering and exiting the building
* Accept deliveries and mail, organize them to be distributed to the correct recipients using the office mailing system and ensure they get to the recipient in a timely manner while also managing outgoing mail and packages for pickup
* Serve as the face of the company, offering friendly service to those entering the building or calling in on the phone
* Maintain the reception area, keeping it clean and free of clutter
* Assist new applicants who come into the building to apply for positions, including providing them with applications, pens and clipboards along with any reference material they may need, such as telephone directories or Wi-Fi passwords
* Handle filing and data entry as requested
Job Skills & Qualifications
Reqiured:
* High school diploma or GED
* At least two years of training or experience in customer service and office work
* Computer proficiency
* Strong verbal and written communication skills
* Ability to work independently
Preferred
* College degree in business administration
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Front Desk Receptionist Job Responsibilities
When writing a job description, you need to make the job responsibilities section the largest and most detailed part. Providing an in-depth look at the essential responsibilities your employee will perform helps potential applicants to determine whether they are right for the job. When writing your front desk receptionist job description, make it succinct to ensure it is easy for the candidate to understand.
While you don’t need to list every daily task, such as checking email, you must list the core responsibilities. Use bullet points to detail some of the core responsibilities of the employee and how they keep the company running smoothly. Order the tasks according to which one is most important. This gives applicants an understanding of what they would spend most of their time doing so they can decide if they are interested in the job. Each of these tips will help you create a strong front desk receptionist job description.
When writing, consider these typical front desk receptionist job responsibilities:
- Operate a multi-line system to answer calls, transfer calls, provide information, schedule appointments and take messages as needed
- Greet walk-in clients and make sure they are comfortable while they wait for their scheduled appointment
- Maintain a copy of the director’s schedule and make, adjust or cancel appointments when necessary
- Perform administrative tasks as needed, including proofreading, transcription and creating invoices
Front Desk Receptionist Job Specifications
Although it may seem like the job specifications are the easiest part to write, the truth is you need to pay special attention to writing the skills and qualifications part of your front desk receptionist job description. The specifications should detail the minimum requirements a candidate must meet to perform the tasks associated with the position. Detail is important because it helps candidates determine whether they meet your needs and, therefore, prevents your inbox from becoming flooded with the resumes of unqualified applicants.
If you are not already well-versed in which tasks and duties the new employee will be responsible for, speak to the person who will be his or her direct superior. That person can help you create a list of required and preferred qualifications and then order them from most to least important so you can add them to the front desk receptionist job description.
This list of front desk receptionist job specifications can help you get an idea of what to include:
- Must have a high school diploma or G.E.D.
- Excellent written and oral communication skills required
- Applicant should be highly organized and detail-oriented
- Experience using a multi-line phone system preferred
- Knowledge of Microsoft Office a plus
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What is the hotel reception? Free Advanced Expert Guide
Several skills are required to ensure an accurate hotel reception plan. Some of these skills include communication, collaboration, coordination, and more. It also requires an understanding of core technologies and management of front desk tools.
What is a hotel reception?
The hotel reception is the most important function of the hospitality industry. It can be considered the lifeline of the hotel. The hotel receptionist plays an important role in communicating with guests and welcoming them to a delightful stay.
From completing the check-in process to booking, room allocation and key verification, the hotel front desk provides comprehensive support for the smooth operation of the hotel.
When guests visit a hotel, they start talking at the front desk. Much of the impression of your hotel comes from the front desk lobby.
Sometimes a hotel receptionist performs other functions, such as supply chain management or supervision. hotel service.
To ensure the smooth operation of all these departments, the front desk staff must have good communication skills.
The hotel manager and his team will interact better with guests with effective interpersonal skills. Working at the front desk of a hotel also involves management activities as there are many things to take care of.
It is necessary to manage, from the maintenance of the premises to the key cards, to safely provide timely services and ensure a pleasant stay for your guests.
The management aspect is deeply integrated into the operation of the hotel reception as the staff needs to manage the guests and their activities in the hotel. Having in-depth knowledge of tourism is also a plus for a hotel front desk. This helps to better understand the guests and their preferences.
What do hotel porters do?
Whenever guests enter a hotel, they first encounter the front desk or hotel reception.
There are various services that a hotel receptionist provides to guests, such as arranging and coordinating their meetings, as well as allocating rooms, exchanging information, handling guest inquiries, etc.
Reception work in hotels is quite extensive and demanding. If you are a hotel owner, you should be aware that the hospitality industry caters to a wide base of clients with varied backgrounds.
The importance of the hotel reception
Its impact on guests can measure the importance of the reception area in the hotel. The front desk is responsible for creating the image of the hotel for guests and visitors.
From facilitating early bookings, performing standard check-in and check-out, and managing the administrative duties of a hotel receptionist, the front desk is unquestionably the center of a hotel’s operations. Let’s take a closer look at the different importance of the hotel receptionist;
1, for guest management
Managing hotel guests and their responsibilities is the most important function of the front desk. The first point of contact in the hotel is the hotel reception.
After interacting with reception staff, guests interact with other staff, such as housekeeping and catering departments.
Some hotel front desk job descriptions include duties such as entertaining and coordinating with guests throughout their stay.
Later, the front desk of the hotel must meet the expectations of the guests by coordinating the work of the relevant department for the requested service.
2. To deal with dissatisfaction in advance
Is the hotel a place of bad luck? How? Well, things can go wrong at the hotel. For example, your guest may have broken their hotel key card or locked themselves out.
What to do in such a situation? They go straight to reception and intend to solve their problem.
Therefore, the front desk plays an important role in solving customer problems. It should be noted here that reliable RFID door lock systems for hotels can greatly reduce customer dissatisfaction.
So, get ShineACS locks to improve the security of your hotel’s lock systems. In addition, the hotel reception will solve all the problems that guests may have.
3. Creating and maintaining the hotel’s image
As we have already mentioned, guests interact with the hotel’s front desk when they first enter. The front desk is responsible for maintaining the image of the hotel.
A well mannered and well mannered front desk creates a good image of the hotel in the eyes of the guests. Excellent service at the front desk also enhances the level of knowledge of the guests.
4, to support the basic functions of the hotel
The hotel has several functions that require additional support. Maintaining the supply chain, recruiting suitable staff, managing inventory, supervising housekeeping, etc.
These are the main functions of the hotel and are supported by the front desk. Since the front desk performs and participates in all these functions, they are an integral part of the hotel’s operating environment.
5, to support a good customer experience
Creating a customer experience contributes to higher customer retention in the hotel. Customer retention is the core principle of the hotel business. That’s why the hotel receptionist also helps improve the customer experience.
What are the duties and responsibilities of a hotel manager?
In the last sections you will read about the numerous duties of a porter in a hotel. As the initial point of contact, administrators inspire trust among guests.
That is why the main task of the hotel receptionist is to maintain communication with guests. Various hotel manager job responsibilities:
- They greet guests and manage their stay at the hotel. His management includes cleaning, check-in and check-out, handing over their luggage, ordering a taxi for their departure, serving visitors who come to greet guests, etc.
- They are also responsible for ensuring the social presence of guests. they must maintain a polite and friendly atmosphere in the hotel. The right setting makes the overall experience of the guests fit.
- Understanding the needs of guests and supporting them is also an important function of the hotel reception. The duties and responsibilities of a hotel front desk include managing calls and activities related to guests.
- Answering and processing calls and messages from guests is also an important function of the hotel reception. Various professionals stay at the hotel to conduct and participate in business events such as meetings, conferences, etc., such tasks, so call and message management becomes critical. Therefore, he falls under the category of hotel administrator’s duties.
- The front desk is also responsible for answering and forwarding calls to the correct guest.
- Booking and booking management at the hotel front desk is an integral aspect of the duties of a hotel administrator. Hundreds of guests visit your hotel every day. Managing so many guests is difficult. However, it requires a front desk to be effective.
- Creating an environment that includes friendliness and grace for guests is one of the responsibilities of a hotel reception.
- The front desk also supports the hotel’s clerical tasks. Some of the other duties and responsibilities of a hotel front desk include assisting with other basic hotel front desk operations.
What hotel reception skills are needed?
If you are planning a career in a hotel front desk, you must have a certain set of skills. Required Skills: Strong communication skills, good leadership, courtesy and understanding of hotel management software.
Suppose you are a hotel owner and you are looking for a hotel porter. In this case, you need to know how to create a suitable hotel receptionist job description to discuss the front desk receptionist skills required for an ideal hotel receptionist.
1, effective communication
Interacting with people is an important task for the hotel administrator, because the administrator must constantly interact and involve guests.
2, perfect management skills
The hotel administrator must perform various tasks of the hotel administrator in order to manage various aspects of the hotel operation. Inventory and supply chain management are some of the support functions performed by a hotel front desk.
3. Polite and correct approach
Guests interact with the front desk to resolve their issues when they first arrive at the hotel; they start their experience by asking questions at the front desk That’s why; The hotel manager must have a warm personality.
4, Understanding technology and IT
Front desk work involves a variety of IT and computer related tasks. Good hotel administrators have to deal with computers and basic management technology.
Having IT skills is the cherry on top for large-scale management. Performing such activities requires the support of technology applications.
5. Account and cash handling skills
Since the front desk manages cash deposits and withdrawals, the hotel administrator must handle cash and related transactions for guests. That’s why. The hotel administrator must be able to handle the cash register and accounting procedures.
6. Managing the necessary types of equipment
The hotel administrator must also manage various tools and equipment such as photocopiers, printers, etc. This is why the job description of a hotel administrator also includes managing several types of equipment.
How much do hotel administrators earn?
The average salary of a porter in a hotel ranges from 600-2000 US dollars; however, as experience increases, so does the salary range of a hotel receptionist.
The hotel and its location also affect the salary of a hotel administrator, since the experience of working as a hotel administrator is from 1 to 4 years; then the salary is about 8,000-15,000 USD per year. With 9 years of experience, the salary fluctuates around $25,000-$35,000.
OYO Hotel Receptionist is reported to be about $600 per month, ITC Infotech Hotel Receptionist $400, Marriott International about $500, and Radisson Hotel Group Hotel Receptionist about $350. .
How do you work at a hotel reception?
Applicants must start with a diploma or bachelor’s degree to work at a hotel front desk. You can apply for various hotel admissions courses to improve your skills.
Obtaining the proper education and degree to build a career in hotel management is essential. His eligibility begins with a minimum secondary education.
Applying for a bachelor’s degree in hospitality management is a great option for building your career as a hotel administrator.
Other steps you can take to work as a hotel front desk:
- Proficiency in English is an important requirement for being a hotel receptionist. English is a universal language that supports communication between people who speak different dialects. The hotel manager must speak good English.
- Finance and accounting are also compulsory areas of hotel reception or cash processing and management; Strong math skills are a plus.
- Developing in-depth knowledge of the tourism industry is also one of the most important requirements of the job of a hotel manager; if you are trying to work at a hotel front desk, you need to gain knowledge in the tourism industry.
Hotel Reception Interview Questions and Answers
People trying to build their career in a hotel reception need to work on their interviewing skills. Here are a few tricks for hotel interview questions.
- What do you understand about customer service?
The job of a hotel administrator is related to customer service, providing and meeting the needs of guests, including managing guest requests and requirements.
- What skills do you think a good hotel manager should have?
To become a good hotel receptionist, candidates must have strong interpersonal skills, English proficiency, knowledge of the travel industry, understanding of technology and IT applications, polite character, ability to manage money and transactions, etc.
- What do you think are the main duties of a hotel porter?
The main duties and responsibilities of a hotel front desk are front desk management and guest service. Other features include support for core hotel functions.
- What is the decisive factor in being a good hotel manager?
A warm disposition and well-mannered demeanor are critical to being a good porter in a hotel. Strong communication skills and an understanding of technology are also required.
Also, you can watch this video to learn more about hotel interview questions and answers:
https://www.youtube.com/watch?v=UUr47gLNZPwVideo can’t be loaded because JavaScript is disabled: HOTEL RECEPTIONIST / FRONT DESK AGENT Interview Questions and Answers Tutorial! (https://www.youtube.com/watch?v=UUr47gLNZPw)
How to improve hotel reception?
If you are looking for ways to improve hotel reception, then you can implement the following points;
- Understand the needs of guests.
- Train and train a hotel administrator
- Orient technology.
- Optimize workflow.
- Improve understanding of the tourism industry.
Regardless of the size of the hotel, the front desk performs the most important functions of solving hotel problems, personal care, good language skills and a confident appearance are also basic requirements for working at the hotel front desk.
Proper performance of duties and responsibilities at the hotel reception ensures that customers receive exemplary service. Working at the front desk in a hotel is an important part of any hotel service.
The hotel reception or reception desk is the heart of hotel management. The guest gets the first impression from the hotel reception about this place.
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That’s why every hotel maintains the full potential of the front desk.
Hotel staff. Responsibilities of a hotel administrator
Despite the fact that there are already hotel chains in which a guest can make a reservation and even check into a room using only his smartphone, completely bypassing communication with the staff, still the future will not meet you in any hotel smiling administrator is still far away. Most travelers still prefer centuries-old canons of hospitality, and nothing better reflects these traditions than the administrator, a profession as old as the first inns. The administrator is the face of the hotel, it is from him that the “offline” acquaintance of the guest with your business begins, and it is on him that the guest’s stay ends. It is he who meets the guests, gives them information about the hotel and its services, introduces them to the rooms, gives answers to all their questions, registers guests upon arrival at the hotel and writes them out of the rooms after leaving. This is all part of the duties of the hotel administrator. The administrator represents your hotel, which means that, like all elements of your business, it must reflect the lifestyle of your potential guests.
Requirements for hotel staff.
Of course, the main responsibility of such an important employee is communication. Moreover, in the work of the administrator there is an interesting duality of communicative requirements. After all, the administrator interacts with both guests and other hotel employees. And these two types of communication require completely different approaches. In working with guests, courtesy, tact, friendliness and the ability to win over are very important. When interacting with subordinates, the administrator must show leadership qualities, competence in the issues he speaks about, he must be able to correctly formulate and distribute tasks among the staff. It follows from these requirements that it is important for an administrator to be able to “switch” between different modes of interaction with people, to be socially flexible and to be able to find an individual approach to everyone.
Let’s take a look at a typical day for a hotel manager and identify another very important responsibility. Imagine: a cold winter day. The receptionist at the reception fills out a report, when suddenly three things happen at once: the phone starts ringing, the door to the hotel swings open and “lets in” a frozen guest into the lobby, and one of the maids comes to the counter with a question about cleaning the room. What should an administrator do? This simple story illustrates another very important responsibility of an administrator: to prioritize. To do this, it is important to thoroughly understand all aspects of the hospitality industry and be able to immediately respond to a variety of situations. Probably, being in the case described above, the administrator should forget about the phone and the maid, and fully focus on the newly arrived guest. Of course, the caller will certainly not like the fact that no one answered his call. But you can call him back a little later and apologize for the wait. He certainly won’t be as upset as an ignored cold guest who just entered the hotel. The maid, on the other hand, will definitely be able to wait until the administrator is free. In such a simple situation, the choice of priority seems obvious, but the employee will probably have to deal with more difficult situations. How the administrator will prioritize depends on the image of your hotel.
- room reservation;
- meeting visitors;
- registration, placement and discharge of clients;
- mutual settlements of the parties;
- preparation of reporting documentation;
- advice in person and by telephone about hotel services and the possibility of using them;
- customer service quality control;
- control over clients in the field of their compliance with the rules of living in rooms;
- coordination of personnel activities;
- conflict resolution.
How to make the work of a hotel administrator more efficient?
Many of the responsibilities that we previously entrusted to people have been taken over by modern technology in our digitalized world. The introduction of new solutions for the hospitality business will not only help to improve the operation of the hotel as a whole and increase the profitability of the business, but also relieve staff, allowing them to focus on impeccable service. What used to take a significant part of the administrator’s time will now be instantly performed by the program. And the administrator will be able to devote more of his time to communications. A simple first step to modernizing your business can be to implement a digital hotel management system. Such a system will help you save and optimize your work, regardless of the size of your business. Using Bnovo PMS as an example, let’s look at how modern technologies can make your administrator’s work more efficient.
Integration into your business of a convenient and understandable booking system and a channel manager that will allow you to manage your room stock at once on all sites like booking. com or airbnb will significantly reduce the amount of time spent on booking control and help avoid overbooking. This will relieve the administrator of a large amount of boring routine work, which means it will make the workflow more pleasant for him. And a happy employee is a productive employee. Getting rid of part of the routine duties will allow the administrator to open up brighter in the service and management activities. Integrating a cleaning module into the hotel will not only save you money and reduce the time spent on cleaning, but also allow the administrator to manage housekeeping more efficiently. Each employee will be able to remotely fill in the cleaning schedule, marking completed tasks, and always know which room to clean by what time. The administrator will be able to more effectively monitor the cleaning processes of the rooms and will be able to avoid mistakes that the hotel staff can make.
Do you want to know how to find and attract an administrator to your hotel? Read in the article of our expert Svetlana Zhukova.
Victoria Kirina
More than 5 years of experience in the development of facilities in the hotel and restaurant business. Author of publications on haute cuisine, tourism and the HoReCa industry.
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Front Office Management – Quick Start Guide
Every diversified physical business must have a front office or reception to receive visitors. The front office is the face and voice of the business. Regardless of the star rating of the hotel or the type of hotel, the hotel has a front office as its most visible department. For a business such as hospitality, the front office department has the aspect of improving the customer experience.
The Front Office is the common link between clients and the business. Let’s find out more about this.
What is a front office department?
This is one of the many hospitality departments that interacts directly with customers when they first arrive at the hotel. The employees of this department are very visible to the guests.
Front office staff handles transactions between the hotel and its guests. The staff receives guests, processes their requests and gives them the first impression of the hotel.
Front Office Department includes –
- Front Desk
- Uniform
- concierge
- Front office Accounting system
- Private Branch Exchange (PBX), the private telephone network used by the
organization
Basic Responsibilities of the Front Office Department
Below are the main responsibilities of the front office.
- Creating a guest database
- Handling guest accounts
- Guest Service Coordination
- Trying to sell a service
- Guest satisfaction
- Handling internal communication via PBX
Front Office Operations
There are two categories of Front Office operations –
Front House Operations
These operations are visible to hotel guests. Guests can interact and see these operations, hence the name Front House. Few of these operations include –
- Interaction with guests to process accommodation request.
- Checking the availability of the accommodation and assigning it to the guest.
- Collection of detailed information when registering a guest.
- Creating a guest account in the FO account system.
- Issuance of keys from accommodation to the guest.
- Calculation of guest payment at check-out.
Back-House Operations
Front Office staff conducts these operations when guests are not present or guest participation is not required. These operations include actions like –
- Determine guest type (fresh/repeat) by checking the database.
- Providing guest preferences to personalize the service.
- Maintaining a guest account in the accounting system.
- Prepare guest invoice.
- Collecting the rest of the guest bills.
- Report generation.
Guest cycle in the hotel
As a rule, the interaction of the guest with the hotel is divided into the following four successive stages:
Before arrival
This is the stage when the client plans to use the hotel accommodation. In this first step, the client or potential guest inquires about the availability of the desired type of accommodation and its amenities via a phone call or email. The client is also trying to find out more information about the hotel by visiting its website.
At the back of the hotel, the front desk accounting system collects guest information such as name, age, contact numbers, estimated length of stay for room reservation, and so on.
arrivals
Reception staff welcome guests at the reception. Porters bring guest luggage. For a guest with a confirmed booking, the front desk clerk hands over a guest registration card (GRC) and asks the guest to fill in personal information about the stay at the hotel. The clerk then registers the guest in the database, creating a guest record and a guest account along with it. Later, the clerk hands over a welcome pack and keys to the apartment. After the registration procedure, the guest can begin to occupy the premises.
Occupancy
During the stay, the accounting system in the front desk is responsible for tracking the guest’s spending on his/her purchases from the hotel’s restaurants, room service, bar, or any outgoing phone calls made through the hotel’s communication systems. The front office staff is responsible for managing and issuing the correct room keys to the right guests. On request, the staff can also arrange transportation, babysitting or local excursions during the guest’s stay.
Departure from
When a guest checks out, the front office accounting system ensures payment for goods and services. If the guest’s bill is not paid in full, the balance is transferred from the guest to the non-guest’s records. When this happens, collection becomes the responsibility of the back office accounting department.
At the time of check-out, the front desk staff would like to thank the guest for the opportunity to service and organize luggage handling. Also, if a guest needs an airport or other drop service, the front office front desk fulfills it.
The following are some common terms used in relation to the front office department.
C. No. | Term and meaning |
---|---|
1 |
Accounts receivable The amount of money an entity is entitled to receive within a specified period (say 30 days) against the supply of goods/services. |
2 |
Bell table Extension of the front desk that provides personalized guest services. |
3 |
Cancellation fee These are the fees incurred by the guest for canceling a confirmed booking or for no show in a confirmed booking. |
4 |
concierge An information desk that assists guests with transportation, booking events outside the hotel. |
5 |
GRC Guest registration card, which the guest must fill out in person at the time of registration. |
6 |
guest A hotel business customer is being served. |
7 |
IP-PBX Internet Protocol Private Branch Exchange, where Internet Protocol is used to transfer calls. |
8 |
MICE Acronym for meetings, incentives, conferences and exhibitions. |
9 |
Rooms for guests The hotel business client is not currently served. |
10 |
absenteeism The guest who booked the accommodation does not show up or cancel it. |
11 |
OHMS Online Hotel Management System, a software system for managing all back office operations in a hotel. |
12 |
ATS Private Branch Exchange, a private network of telephones within an organization. |
13 |
POS Acronym for outlet. This is the place that generates income in the hotel where retail operations are carried out. |
14 |
Rack Speed The price at which hotel rooms are sold before the discount is applied. |
15 |
SMERF Acronym for Social, Military, Educational, Religious, and Fraternal. |
16 |
Trial balance This is an account statement that represents the closing balance of each account in the list. Prepared at the end of the reporting period. |
17 |
Uniform Personal services provided to guests. |
18 |
valet Male attendant to park and clean the car. |
19 |
Whitney System Old hotel reservation system. |
20 |
Revenue management A variable pricing strategy based on understanding, predicting and influencing consumer behavior to maximize revenue from a fixed, perishable resource. |
Accounts receivable
The amount of money an organization is entitled to receive within a specified period (say 30 days) against the supply of goods/services.
Bell table
Extension of the front desk that provides personalized guest services.
Cancellation fee
These are the fees incurred by the guest when canceling a confirmed booking or for not showing up for a confirmed booking.
concierge
Information desk that assists guests with transportation, booking events outside the hotel.
GRC
Guest registration card, which the guest must complete in person at the time of registration.
guest
The customer of the hotel business is served.
IP-PBX
Internet Protocol Private Branch Exchange where Internet Protocol is used to transfer calls.
MICE
Acronym for meetings, incentives, conferences and trade shows.
Rooms for guests
The hotel business client is not currently served.
Absenteeism
The guest who booked the accommodation does not show up or cancel it.
OHMS
Online Hotel Management System, a software system for managing all back office operations in a hotel.
PBX
Private Branch Exchange, a private telephone network within an organization.
POS
Acronym for POS. This is the place that generates income in the hotel where retail operations are carried out.
Rack Speed
The price at which hotel rooms are sold before the discount is applied.
SMERF
Acronym for social, military, educational, religious and fraternal.
Trial balance
This is an account statement that represents the ending balance of each account in the list. Prepared at the end of the reporting period.
Uniform
Personal service provided to guests.
valet
Male attendant to park and clean the car.
Whitney System
Old hotel booking system.
Revenue Management
A variable pricing strategy based on understanding, predicting and influencing consumer behavior to maximize revenue from a fixed, perishable resource.
The front office is commonly referred to as the “reception” as it is the place where guests are received when they arrive at the hotel. This is the first point of interaction between the hotel and guests. Being the main link between hotel services and guests, the front office is located next to the hotel’s main entrance.
The front office structure can be viewed in two ways: the physical setup and the operational structure of the department.
Front office physical setup
Physical setup includes hanging key boards, bell stand and guest mail. The reception desk is equipped with various branches, a computerized property management system and an internal communication system.
Reception Location
At the reception, guests are temporarily waiting to find accommodation or pay their bill. Therefore, it must be located properly so that staff and guests can use it conveniently. The check-in counter should be –
- Located at a sufficient height and reach.
- Sufficiently illuminated area.
- Aesthetically furnished.
- Preferably near the hotel lobby and elevator.
- Preferably near a recreation area.
- Wide enough for an employee to communicate with guests across the table.
Front Office Communication
Front office staff should communicate with employees in the same way as with all other departments of the hotel. This is called internal communication. It mainly relies on PBX or IP PBX system.
When the front office communicates with potential clients outside the hotel, corporate offices and other support service providers, then it is external communication.
Any official communication outside the hotel is mainly through e-mail and phone calls. For sending coupons or other promotional materials, renewing agreements with travel agents or airlines, front office staff may choose postal mail.
Operational structure of the front office
Many employees work under the direction of the manager. The structure of the front office department varies depending on the size of the hotel business, the physical size of the hotel, and hotel management policies. The following is the general structure of the front office department –
Hotel Front Office Sections
The Head of the Front Office Department leads a team of people involved in various activities and responsibilities in the Front Office Department. Few prominent activities in which front office staff are involved –
-
Reservation – includes processing a customer’s request for an accommodation reservation.
-
Reception – Includes welcoming guests to the highest standards and proper registration. This also includes guest bidding.
-
Guest Services – Also known as Uniform Services. It includes personalized guest services such as –
- Guest baggage handling.
- Processing guest mail.
- Delivery of newspapers to residential premises.
- Guest paging inside the hotel (search for a guest in the hotel).
- Organization of a doctor in an emergency.
- Parking for guest cars.
- Arranging reservations for places of entertainment outside the hotel.
-
Accounts – mainly front office cash desk and night auditor. The cashier is responsible for processing guest payments. He usually reports to the account manager, not the front manager.
The night auditor performs reception functions at the front desk, and also partially keeps records on the night shift. He must report to the heads of both departments, front office and accounting.
-
Communication – Includes handling communication between various other departments and hotel guests.
Reservations – includes processing a customer’s request for an accommodation reservation.
Reception – includes receiving guests to the highest standards and their proper registration. This also includes guest bidding.
Guest Services – Also known as Uniform Services. It includes personalized guest services such as –
Accounts – mainly front office cash desk and night auditor. The cashier is responsible for processing guest payments. He usually reports to the account manager, not the front manager.
The night auditor performs reception duties at the front desk and also does part of the accounting on the night shift. He must report to the heads of both departments, front office and accounting.
Communications – involves handling communications between various other departments and hotel guests.
Let’s discuss a few prominent positions in the front office department and their respective responsibilities –
Reservation Manager
In the context of a hotel, the term reservation is used to reserve a specific hotel accommodation for a guest for a specific period of time. The booking section is not directly related to guests.
Here are some of the important tasks that the Reservation Manager is responsible for:
- Knowledge of reservation systems.
- Providing and updating information on tours, prices and routes.
- Overview of daily hotel bookings.
- Prepare employment forecast.
- Updating travel agent rates in the system.
- Correspondence with external travel agencies.
- Allocation of daily tasks to reservation staff.
- Secure special deals with repeat guests, VIPs or guest groups.
- Staff training at hand.
Admissions Manager
Below are some of the important roles and responsibilities of an Admissions Manager:
-
Work with the arrival and departure of guests.
-
Welcoming guests, escorting them to the room and seeing them off.
-
Providing professional greetings to customers, visitors and guests.
-
Coordination with the cleaning department.
-
Filling out registration cards for guests with reserved accommodation or helping guests complete it.
-
Organization of a surprise for guests on special days.
-
Porter training.
-
Processing evaluations and employee remuneration.
-
Review existing front office service standards and procedures, and implement new practices as needed.
-
Ensuring and planning the work of front desk staff.
-
Management of VIP functions and events taking place in the hotel.
-
Software update, if required.
-
Update the standby database regularly.
Work with the arrival and departure of guests.
Welcoming guests, guiding them to the room and seeing them off.
Provide professional greetings to customers, visitors and guests.
Coordination with the cleaning department.
Fill out registration cards for guests with reserved accommodation or help guests fill it out.
Organization of a surprise for guests on special days.
Porter training.
Processing of staff appraisals and remuneration.
Review existing front office service standards and procedures, and implement new practices as needed.
Ensuring and planning the work of the front desk staff.
Management of VIP functions and events taking place in the hotel.
Software update if required.
Update the standby database regularly.
Guest Services Manager
The duties of the Guest Services Manager include –
- Handling guest letters, letters and couriers.
- Ensuring that guest messages are delivered at the right time.
- Training of guest service personnel such as concierges, bell staff, purse parking staff and porters.
- Maintain guest service suggestions and guest complaints cards.
- Planning and evaluation of guest service.
- Provision of personnel provides services accurately and in a timely manner.
Night Audit Manager
This manager works at night. The typical duties of a night audit manager are & mnus;
-
Accurate registration of living expenses, taxes and other paid services such as restaurant, Internet, on the account of each guest.
-
Take over the duties of the Night Shift Duty Manager.
-
Calculation of guest accounts, if required.
-
Copyright protection of the hotel during the night shift.
Accurate registration of living expenses, taxes and other paid services such as restaurant, Internet, on the account of each guest.
Assume night shift duty manager duties.
Calculation of guest accounts, if required.
Author’s security of the hotel during the night shift.
Communications Manager
Communications Manager responsible for –
- Verification of all communication facilities such as PBX, fax, internet in the hotel.
- Training and scheduling of telephone operators in the case of large hotels.
- Provide immediate fax delivery to guests when needed.
- Evaluation of telephone operators.
- Switching communication systems to the latest technology for ease of use.
Front office – staff quality and competence
As part of the service sector, front office staff should have the following qualities and competencies. Front office employees are required to:
- Understand their respective roles and responsibilities in the hotel and front office as an operation.
- Equip yourself with basic etiquette and mannerism.
- Have a pleasant, polite and cordial personality.
- Wear a clean and tidy uniform with the same accessories and shoes.
- Conduct yourself in a professional, positive and cooperative manner.
- Have extraordinary communication skills.
- Be a team player.
- Have the ability to solve difficult situations.
Reserving hotel accommodation is one of the important responsibilities of the front office department. The potential guest contacts the hotel for information about the type of accommodation they want and any related services that the hotel offers. The front office must be responsive to guest requests.
For the guest, booking increases the chances of getting a better accommodation upon arrival. For a hotel, booking can provide better management of the guest experience in both normal and peak season. The booking process varies depending on the size and brand of the hotel and the booking system used.
Let us know the details of how the front office handles the booking.
Types of hotel booking systems
An efficient and effective booking system is what makes a hotel more profitable. Below are the most popular booking systems –
Whitney Booking System
It was developed in 1940 by the Whitney Paper Corporation of New York, hence the name. This is the usual manual hotel reservation system followed in the pre-computer days in hotels. It contains the following setting for booking –
- Slip to request accommodation booking
- Whitney sleep that records the guest’s name, accommodation type, number and length of stay
- Temporary / permanent arrival
- Guest account
- Guest registration card
- Correspondence file
- Bedroom journal that records guest daily occupancy by date, guest name, room type and room number.
Let’s see how Whitney and the magazine look in the bedroom.
Whitney Sleep
Guest name | Date of arrival | Number type | Room rate | Departure date |
Booking mode | Reserved | Date received | ||
Reservation agency, if any: | ||||
Payment instruction | Confirmation date |
Bedroom Magazine
Date: ___________ | ||
Guest name | Room number | Features of room |
Although this system proved to be effective, it produced many paper documents that occasionally had errors. The shortcomings were overcome by the central reservation system.
Central Reservation System (CRS)
This is a computerized reservation system that reduces paperwork and can easily process large amounts of reservation data.
In this system, since guest data and reservation data are stored on the storage disks of computers, they can be accessed at will. It is stored as a record collection database that allows you to search, add, delete or update any guest related data.
A computerized reservation system not only helps you book guests, but also helps you predict how many seats can be reserved in the coming period of time.
This is how CRS usually works –
Guests of hotel sales agents request availability checks. It is sent to the front desk staff. The staff learns the details of the requirement and checks the availability of the desired accommodation in the database. In accordance with the booking policy and procedures, the booking officer will then notify or suggest reception of the availability of accommodation and take further appropriate action.
The role of the Internet in booking
The Internet has also brought impetus to the hotel business. This facilitates the smooth management of hotel offices located in different locations and their departments.
The hotel business is active on the Internet 24 hours a day, seven days a week. The Internet has simplified the complex booking system. It allows you to use hotel business management systems (OHMS) such as Hotelogix, to help guests quickly and conveniently book the accommodation of their choice. Hotel guests can access rate plans, accommodation availability, check-in and check-out times, restaurant information, and more at their discretion.
Booking Sources
People travel for a variety of reasons such as personal and MICE. There are various sources from which booking requests are received –
-
Direct Inquiry from Guests – Potential guests can approach the hotel individually to book accommodation, mostly if they are single travelers or family travelers.
-
Request from travel agent – they can contact the hotel to book accommodation for group travelers.
-
Corporate Agent Request – An organization can request a hotel to reserve accommodation for its employees, customers, or visitors.
-
Inquiry from Airlines – Airlines may reserve accommodation for their workforce for normal stays and also in the event of a flight cancellation.
-
Inquiry from Institutions – Various SMERF institutions or NGOs are requesting hotel reservations for sports people, embassy delegations or performing arts program groups, workshops and the like who are traveling to another location.
Direct Inquiry from Guests – Prospective guests can approach the hotel individually to book accommodation, mostly if they are single travelers or family travelers.
Request from travel agent – they can contact the hotel to book accommodation for group travelers.
Corporate Agent Request – An organization can request a hotel to reserve accommodation for its employees, customers or visitors.
Inquiry from Airlines – Airlines may reserve accommodation for their workforce for normal stays and also in the event of a flight cancellation.
Inquiry from Institutions – Various SMERF institutions or NGOs are requesting hotel reservations for sports people, embassy delegations or performing arts program groups, workshops and the like who are traveling to another location.
Booking management
The first step in booking an accommodation is to check if the requested type of accommodation is available for sale within a certain period of time. This is done by checking forecasts or computerized systems.
Accommodation reservations accepted
Accommodation reservations are accepted if the desired type of accommodation is available at the hotel for sale. If it is not available during the peak season or if the guest is in dire need, the staff member will suggest an almost similar alternative accommodation, stating their facilities and amenities.
Reservation is accepted in the following cases in combination with the availability of accommodation –
- Guest new to the hotel?
- Do guests have good authority over payment and behavior?
- Is the guest a VIP?
Refusal of accommodation reservation
Rejection of a reservation directly means loss of income. But there are certain situations where the booking staff refuses bookings to guests or agents. Potential reasons for canceling a booking:
-
All rooms in the hotel booked – in this case, the booking staff politely refuses the reservation and suggests an alternative hotel in the same area or another property of the same owner in the neighboring area.
-
The requested type of accommodation is not available – in this case, the reservation team will offer an alternative accommodation.
-
Guest/Agent Blacklisted – Some guests or agents have been blacklisted due to their history of paying hotel fees. In this case, the booking seller seeks advice from the booking manager.
All hotel rooms booked – In this case, the booking staff politely refuses the booking and suggests an alternative hotel in the same area or another property of the same owner in the neighboring area.
The requested type of accommodation is not available – in this case, the reservation team will offer an alternative accommodation.
Guest/Agent Blacklisted – Some guests or agents are blacklisted due to their history of paying hotel fees. In this case, the booking seller seeks advice from the booking manager.
Finally, the booking section of the front office prepares a list of bookings for the day and sends it to reception. The list also contains important information such as if the guest is new or returning, the guest’s preferences about room layout or decor. Then the rooms are prepared by cleaning.
Cancellation of a stay
This is another event where a hotel loses business with a guest. While it is a fact that there is a clear loss of income, front office staff must respond to this with courtesy and grace. The employee must also pass on any cancellation fees that the guest must pay when canceling the booking. Cancellation is done in the following steps –
- Find out details about the guest and the respective reserved accommodation.
- Check cancellation charges, if any.
- Notifying the guest about the cancellation fee.
- Cancellation of the reservation in the system.
- Housing affordability system update.
- Guest confirmation of cancellation.
Booking report creation
Booking reports are created to help management find trends and make business forecasts.
Reports are usually of the following types –
- Placement report
- Special arrival report
- Income Forecast Report
- Summary report
Guest registration is nothing more than the recording of guest information for official purposes. At the time of booking, the front desk staff asks guests to enter their personal details into the GRC.
Activity registration is required for both; guest with reserved accommodation, as well as for the guest. During check-in, the guest must enter important information about the GRC, such as the guest’s name, contact number, purpose of staying at the hotel, and passport and visa in the case of a foreign guest. Front office staff are responsible for not disclosing guest information to unauthorized persons.
Let’s find out more about registration.
Pre-registration process
In this process, prospective guests inquire about the availability of the desired type of accommodation. Registration can also be done in advance of arrival. This can be done through a telephone conversation in the case of frequent guests, VIPs or group guests.
In the case of a new guest, there is no pre-registration as there is no prior interaction between the guest and the hotel. Pre-registration speeds up the actual registration process, where the desired accommodation is marked as reserved.
Guest ID verification
After the 9/11 attacks, hotels are required to verify the identity of guests. The staff first checks the guest’s identity by politely asking for their name. The staff member then asks for a photo ID, such as a driver’s license or valid ID, from a well-known organization where the guest works. If guests are from another country, the staff asks to show a passport. The employee has the right to politely ask any verification questions.
Genuine passport or ID copies are created to verify the guest’s identity and to prepare a database of guests.
Typical registration card format
Below is a typical registration card format –
Registration card | ||
Date: | ||
Booking number: | ||
Hotel name: | ||
Hotel address: | ||
Contact number: |
Email address: Fax: |
|
Guest name: | ||
Address: | ||
Mobile number: | Landline number: | |
Organization: | ||
Arrived from: | ||
Passport data: | Visa details: | |
Date of issue: | Date of issue: | |
Expiration date: | Expiration date: | |
Place of issue: | Place of issue: | |
Visa type: | ||
Payment option: Cash Card Check | ||
Card type: Visa Master Other | ||
Card details: Card number: Expiration date: |
||
Hotel policy: | ||
Guest signature Front office Signature |
Address:
Fax:
Card details:
Card number:
Expiration date:
Creation of registration record
by the hotel staff at the check-in counter In the case of VIPs, the staff enters the information on the card and receives the guest’s signature.
The staff then creates a guest entry, signs it, attaches true copies of the passport or other identification, and records this set in the guest’s history file. The guest booking record is created as a check-in record in the software system.
Establish payment method
Guests can pay in advance or at check-out. Those who have paid in advance are placed on the Paid in Advance (PIA) list. There are various payment methods, of which the mode that the guest prefers is recorded at the time of check-in. The following payment methods are available –
- Cash payment (including money order, traveller’s check).
- Payment by credit card / debit card (accepted only if cards have not expired).
- Payment by check (if dated checks are not accepted).
- Direct billing.
- Special payment, such as gift card and voucher.
- Guests must select one of the payment options at check-in.
Accommodation Assignment
Front office staff will assign accommodation to guests only after registration is completed. The employee writes down the accommodation number in the PMS and briefly describes its positive characteristics.
The Reservations Department also informs the Bell Tower that it must collect the guest’s luggage.
Issuing Room Keys or Access Codes
Once the room is assigned, the front desk staff will issue keys or computer secret code keys to access the room.
It is common practice not to say anything about the room number or computerized key when being handed over to a guest. The duty bell then assists guests with the delivery of luggage to the apartment and explains the details of the stay. Then the attendant gives the keys to the guest, greets the guests and leaves the room, closing the door.
Handling Special Requests
If a guest is not satisfied with their accommodation for any unsatisfactory or unpleasant reason, the caller can report this to the front desk staff. In addition, if the guest has special requirements, such as a baby cradle or a hot water bag or shaving kit, and the like, the front desk staff is required to fulfill the request in time.
The accounting department of any business or organization tracks, records and manages the financial transactions of the business with its customers and clients. Accounting manages the financial condition and monitors the performance of any business directly. It is useful for management to make appropriate decisions.
When it comes to the hospitality business, the accounting department manages expenses and income. It provides clear information to the guests, thus avoiding unpleasant surprises for the guests. Let us know more about the front office billing section.
What is Front Office Accounting?
This is a systematic process by which accounting personnel define, record, measure, classify, verify, summarize, interpret, organize and communicate financial information for the hospitality industry.
In its simplest form, the front office account resembles the English alphabet Block-T.
Username | |
expenses | payments |
In the front office accounting area, fees are entered to the left of the “T”. They increase the account balance. Payments are entered to the right of the letter “T”. They reduce the account balance.
Basic Accounting Formula
Net Outstanding Balance = Previous Balance + Debit – Credit
Where debit increases the outstanding balance and credit decreases it.
Most of the modern hotel business uses an automated accounting system.
Objectives of the Front Office accounting system
The objectives of the accounting system are –
- Accurately process transactions between guests and the hotel.
- To track transactions throughout a guest’s stay.
- To control the guest’s credit limit.
- To avoid the possibility of any fraud.
- Organize and communicate transactional information.
Account Types
The following typical customer accounts exist in the hospitality industry:
- Guest account
- Not a guest or city account
- Manager account
Difference between guest and city account
Here are some notable differences between a guest and a city account.
Guest account | City account |
---|---|
This is a record of financial transactions between guests and the hotel. | This is a record of financial transactions between non-guests and the hotel. |
It is created at the time of booking or registration. | It is generated when a guest cannot pay the bill in full at check-out. |
It is fully supported by the front office. | It is supported by the Accounts section in the back office. |
It records all the guest’s financial transactions from check-in to check-out. | It reflects the financial contributions that were not paid or partially paid by the guests during check-in from the front desk to the back office. |
Guest account is created daily. | City bill is compiled monthly. |
Manager account
Some hotels allow managers to satisfy requests or grievances from guests, or any opportunity to get a business deal for a short interaction with guests. For example, if a guest has some kind of problem with a hotel policy, the manager calls the guest over for a coffee or drink and tries to resolve it. The costs of this interaction are then recorded in the management account.
Folios and types
Folio is a record of all transactions made in one account.
Front office staff records all transactions between the guest and the hotel in a folio. The folio opens with a zero initial balance. The balance in the folio then increases or decreases depending on the transactions. At the time of checkout, the folio balance must return to zero upon payment.
Folio Types
The main folio types are:
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Guest – Assigned to individual guests.
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Master – Assigned fee for the group / organization.
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Non-guest – Assigned to a non-resident.
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Employee – Assigned to a hotel employee to collect fees for cafe privileges.
Guest – assigned to individual guests.
Master – Assigned fee for the group / organization.
Non-guest – Assigned to a non-resident.
Employee – Assigned to a hotel employee to collect fees for cafe privileges.
Transactions and types
The process of writing records to a folio is called “Posting” transactions. There are two main types of messages:
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Credit – they reduce the guest’s outstanding balance. These records include full or partial payments or token adjustments.
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Debit – they increase the outstanding balance on the guest account. Debit entries include expenses for restaurant, room service, medical/spa, laundry, phone, and transportation.
Credit – they reduce the guest’s outstanding balance. These records include full or partial payments or token adjustments.
Debit – they increase the outstanding balance on the guest account. Debit entries include expenses for restaurant, room service, medical/spa, laundry, phone, and transportation.
Vouchers and types
Vouchers are detailed documentary evidence of a transaction. It passes the transaction from the source to the front office. Vouchers are used to notify the front desk of a guest’s purchases or use of any hotel services.
The following standard vouchers are used in the hotel –
- Cash receipt
- Commission voucher
- Voucher
- Small cash receipt
- Discount voucher
- Miscellaneous Cost Order (MCO)
- Paid voucher (VPO)
- Transfer voucher
Here are some typical vouchers.
Small cash receipt
Payment voucher
General ledger and types
General ledgers are a group of accounts. There are two ledgers in the front office handles.
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Guest book is a set of all guest accounts currently residing in the hotel.
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Non-guestbook is a set of all uninstalled, deleted guest accounts.
Guest book is a set of all guest accounts currently residing in the hotel.
Non-guestbook is the set of all unset, deleted guest accounts.
The hotel uses two other types of ledgers. Both types of ledgers are used by the back office accounting section as below:0003
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Accounts receivable book . The back office accounting department sends invoices and statements to guests after their departure without paying bills and ensures payment for the services provided.
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Payment book . The staff processes amounts paid in advance on behalf of the guest to the hotel for future consumption of goods and services.
Accounts receivable book . The back office accounting department sends invoices and statements to guests after their departure without paying bills and ensures payment for the services provided.
Payment book . The staff processes amounts paid in advance on behalf of the guest to the hotel for future consumption of goods and services.
Billing
There are various issues related to billing –
Billing Orientation
By Guest – Guest pays his bill by cash/credit card/cheque.
Organizational – The organization pays the guest bill by transferring money to the hotel account.
Invoice settlement methods
The following popular invoice settlement methods are available –
Account settlement in local currency . The guest can pay in local currency if the payment is not deducted from the conversion fees.
Account settlement in foreign currency – if the guest prefers to pay in foreign currency, the bank service for payment is charged in the amount of 3% to 6% of the total amount payable.
Billing using traveler’s checks – Traveler’s checks, pre-printed checks in major world currencies, are a good option for cash payments.
Debit card – today the use of magnetic cards for bill payments is the most common. Paying with debit cards is just as good as paying with cash as the amount of money is instantly transferred from the guest’s bank account to the hotel’s bank account.
In the case of payment by credit card, the accounting staff sends vouchers signed by the guests for payment by credit card; preferably within the specified time. The credit card company then settles the guest account by transferring money to it.
Loan settlements by organizations. Many national, international, private or public organizations send their employees or students to participate in seminars, workshops or meetings. Such organizations contact the hotel to pay the bills of their employees on credit. Organizations reserve accommodation based on the number of room nights (number of rooms × number of nights representatives must occupy). This is commonly known as Direct Billing Invoicing.
For direct billing to checking account , the front office staff checks the guest folios and transfers the guest account to a non-guest or city account. The hotel’s back office accounting department verifies guest folios and is responsible for receiving the direct billing amount from the direct billing agency such as an embassy, university, or organizations.
Accounting also notifies guests that if the direct payment agency cannot or refuses to pay the fees, then guests must pay the bill out of pocket.
Combined bill settlement – the guest can settle the bill by paying a partial amount in cash and the remaining amount on credit. Front office employees must prepare a supporting document for this kind of payment and transfer it to the back office accounts.
Healthy communication in an organization promotes mutual trust and a sense of cooperation between employees and guests, and between employees and management. Front office communication with other departments can make or break a guest’s stay at a hotel.
Since the front office is responsible for the sale of hotel rooms, this is the main driving force for generating income. Therefore, communication inside and outside the front office should be lively and positive.
Importance of Communication Front Office
The front office department is responsible for communication with all other departments in the hotel as well as with the various departments within the department. To successfully carry out the work of the front office and back office, front office employees must communicate with their colleagues, as well as with colleagues and subordinates.
In the department, front office staff communicate with each other to provide the best guest experience, such as room reservations, guest check-in, guest account management, mail handling, and personalized guest services.
Interdepartmental Communications
Front office interacts with various departments as the guest inquires about the booking throughout the guest cycle until the guest’s departure.
This is how the front office should communicate with other departments –
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Communication with Department Human Resources – The front office department interacts with the Human Resources department to conduct interviews, assist in their selection and selection of the most suitable employees. He also contacts Human Resources for employee training and familiarization programs, salaries, vacations, fees, and evaluations.
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Interaction with accounts. Because the front office department handles guest accounts with full responsibility, staff often have to interact with back office colleagues regarding payments or contributions from guests or non-guests, discounts, and coupon settlements. It is also necessary to understand and get the current status of the night audit with accounts.
Liaison with Human Resources – Front office liaises with Human Resources to conduct interviews, assist in their selection and selection of the most suitable employees. He also contacts Human Resources for employee training and familiarization programs, salaries, vacations, fees, and evaluations.
Interaction with accounts. Because the front office department handles guest accounts with full responsibility, staff often have to interact with back office colleagues regarding payments or contributions from guests or non-guests, discounts, and coupon settlements. It is also necessary to understand and get the current status of the night audit with accounts.
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Communication with the food and beverage department. Since Front Desk and Customer Service is where guests talk about their food and beverage requirements when booking, staff need to communicate with food and beverage departments frequently.
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It also tracks the purchases of guests from a restaurant, bar or cafe in a hotel.
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He forwards the guest’s special food and beverage requests to the F&B department.
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He handles, receives and reserves banquet requests and coordinates them with the relevant departments.
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Communication with the marketing and sales department. The sales and marketing department relies heavily on guest information provided by the front office. The history of visits compiled by the front office department is an excellent source for segmenting customers, preparing customer-focused packages, and planning and running campaigns.
Front office staff contacts the marketing and sales department in case of need to prepare electronic tents or bulletin boards for promotions.
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Housekeeping Liaison – front office staff need to liaise with the cleaning department on issues such as –
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Readiness of vacated housing for sale.
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Residential security.
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Complaints and requests from guests regarding any amenities are initiated at the front desk.
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Request by the guest to remove dirty dishes or linens from the room.
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In addition, the housekeeping department relies on front office staff for number of rooms sold, departures, walk-ins, unattended guests, and no-shows. The timely distribution of home sales helps the housekeeping manager plan personal and employee vacations.
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Communication with Banquet – Front office and banqueting department should communicate with each other on issues such as –
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The expected number of guests to attend the banquet.
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Show meeting point direction to unfamiliar banquet guests.
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Posting daily messages on felt-tip pen regarding location, event, hosts and guests.
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City bill settlement against catering.
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Communication with the food and beverage department. Since Front Desk and Customer Service is where guests talk about their food and beverage requirements when booking, staff need to communicate with food and beverage departments frequently.
It also tracks the purchases of guests from a restaurant, bar or cafe in the hotel.
Refers guest’s special food and beverage requests to F&B.
He handles, receives and reserves banquet requests and coordinates them with the relevant departments.
Communication with the marketing and sales department. The sales and marketing department relies heavily on guest information provided by the front office. The history of visits compiled by the front office department is an excellent source for segmenting customers, preparing customer-focused packages, and planning and running campaigns.
Front office staff contact the marketing and sales department if necessary to prepare electronic marquees or bulletin boards for promotions.
Household Liaison – Front office staff need to liaise with the cleaning department on issues such as –
Readiness of vacated housing for sale.
Living security.
Guest complaints and requests regarding any amenities are initiated at the front desk.
Request by the guest to remove dirty dishes or linens from the room.
In addition, the housekeeping department relies on front office staff for number of rooms sold, departures, walk-ins, unattended guests and no-shows. The timely distribution of home sales helps the housekeeping manager plan personal and employee vacations.
Banquet Liaison – The front office and banquet department should communicate with each other on issues such as –
Expected number of guests to attend the banquet.
Show meeting point direction to unfamiliar banquet guests.
Posting daily messages on felt-tip pen regarding location, event, hosts and guests.
City bill settlement against catering.
Switchboard operators
An important link between potential guests and the hotel itself is the switchboard operator that represents the hotel. When customers call a hotel, the call first goes to the switchboard operator.
Using knowledge of the portfolio, tonality and language skills, the switchboard operator can handle the flow of calls. The operator represents the competence of the hotel in the market by communicating with customers. Typically, the switchboard operator greets guests and transfers their call to the appropriate department.
There are two thoughts about where the switchboard operator should work. Some experts say that they should be visible, and some experts advise that they have a separate separate place in the hotel. Today, the task of a switchboard operator to transfer incoming calls to various departments is computerized and requires less human intervention.
Switchboard operators are informed that they must not forward the call to the chef or banquet manager during business hours. Therefore, the operator needs to accurately receive the message and transmit it to the appropriate persons in time.
Do’s and don’ts in hotel communication
Communication is mandatory about verbal language as well as body language. Here are some common tips on what front office staff should and shouldn’t do during communication:
Always give yourself with a warm smile .
Always stand and walk straight, which reflects your confidence .
Hold on to your domain theme. Try to learn more about your portfolio. This saves you from embarrassing situations when you have to answer guests.
Before you start talking, find out the important points on this subject.
Speak in an audible voice .
Use simple and correct language .
Use language that everyone understands.
If you need to talk to a colleague in front of a guest, use the standard language of communication.
Speak only if it will be useful to guests and colleagues. Always speak while maintaining eye contact with the listener.
In case your conversation is interrupted, continue with a summary of what has already been discussed.
While listening, always pay undivided attention to the speaker. Communicate to understand; do not respond.
If the guest asks you to agree on too many things, repeat them to confirm.
Politely ask if you missed any comments made by a guest or colleague.
Always give yourself a warm smile .
Always stand and walk straight, which reflects your confidence .
Stick to the theme of your domain. Try to learn more about your portfolio. This saves you from embarrassing situations when you have to answer guests.
Before you start talking, find out the important points on this subject.
Speak in an audible voice .
Use simple and correct language .
Use language that everyone understands.
If you need to speak to a colleague in front of a guest, use the standard language of communication.
Speak only if it will be useful to guests and colleagues. Always speak while maintaining eye contact with the listener.
In case your conversation is interrupted, continue with a summary of what has already been discussed.
While listening, always pay undivided attention to the speaker. Communicate to understand; do not respond.
If a guest asks you to agree on too many things, repeat them to confirm.
Politely ask if you missed any remarks made by a guest or colleague.
No need for hotel communication
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Do not use jargon or words such as “hmm-hmm”, “yes”, etc. Instead, use “perfect”, “absolutely” and similar words.
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Don’t talk too fast , too slow, too quiet or high pitched.
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Do not interrupt speaker.
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Do not talk to colleagues unless it is business related during work hours.
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Do not speak under assumptions.
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Do not rush to conclude if you do not know.
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Do not run around the work area.
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Do not appear rude to your subordinates.
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Untidy do not appear at work.
Do not use jargon or words such as “hmm-hmm”, “yes”, etc. Instead, use “perfect”, “absolutely” and similar words.
Do not speak too fast , too slow, too low or high voice.
Do not interrupt speaker.
Don’t talk to colleagues unless it’s business related during work hours.
Do not speak under assumptions.
Do not rush to conclude if you do not know.
Do not run around the work area.
Do not appear rude to your subordinates.
Untidy do not appear at work.
Main attributes of front office employees
Front office communication includes not only verbal or textual communication, but also body language of employees.
Below are some important attributes that front office employees should have:
- Pleasant, robust and agile personality
- High sense of good behavior and hygiene
- Ability to solve problems and solve problems quickly
- salesmanship
- integrity
- Punctuality
- Knowledge of etiquette and manners
- Language command
- Confident but polite nature
- Ability to deal with emergencies
- Honesty and honesty
An audit is nothing more than a financial audit of an organization. For the hospitality business, financial management starts at the front office. Accurate recording of transactions in guest folios starts with the front office, which is then transferred to the back office accounting department. Guest accounts are checked daily during the audit.
Experts advise hotel management to review nightly audit reports daily to gain insight into the hotel’s occupancy and finances.
Let’s see what night auditing is and details about the same.
What is a night audit?
This is an audit process where the night auditor checks all financial activities of the hotel in one day.
The audit process during the day is usually done at the end of the day the next night, hence the name “Night Audit”. This can be done in the usual way using papers, receipts, vouchers, coupons and files. But conducting an audit using modern PMS systems is easy, fast and efficient.
Main activities during the night audit
The night auditor performs the following steps during the night audit –
- Placement of accommodation and collection of tax
- Calculation of fees and charges for guest service
- Settlement of financial activities of various departments
- Settlement of receivables
- Start trial balance for the day
- Preparing night inspection report
Need for a night audit
The purpose of a night audit is to assess the financial performance of a hotel. Night Audit not only checks guest accounts by checking credits and debits, but also monitors guest credit limits and projected amounts and actual sales from various departments. The night audit checks the daily cash flow to the hotel account.
Night audit is of great importance in the hotel business. The governing body sends a report on the night audit to plan future goals and control costs. Managers can immediately respond to the information received.
Duties of the Night Auditor
In addition to the main types of audits listed above, the night auditor has the following duties:
- Acceptance from the last shift.
- Check-in or check-out of guests after 23:00 pm.
- Registration of guests.
- Allocation of housing for newly registered guests.
- Calculation of transactions in newly created guest accounts.
- Validate guest folios.
- Checking the room status report.
- Balancing all documentation with ICP accounts.
- Other responsibility for the security of the premises.
- Handling guest hosting keys.
- Taking a backup of generated PMS reports.
- Making lists of expected guests for the next day’s arrival.
- Closing financial activities for the day.
- We start financial activities the next day.
- Receipt and accounting of bank deposits.
Types of night audit reports
PMS today helps night auditors to a large extent audit and produce accurate reports. Here are some typical reports generated during a nightly audit –
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Accommodation Night Audit Report – Provides snapshots of days the accommodation is occupied, days the accommodation is available, check-in, check-out, no-show, and cancellation. This report can show additional information on any of the items listed above.
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Night audit counter – contains detailed information about receiving and withdrawing cash and credit cards.
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Night Audit Revenue Report – Provides information on placement, cancellation and impression revenue, as well as other point of sale revenue. Income is generated through various agencies and organizations such as travel agents, corporate organizations, online bookings. etc. are also listed in this report.
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Night Tax Audit Report – contains all tax information on booking and other sales revenues such as VAT, luxury tax and service tax.
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Teller Report is the teller’s detailed list of cash inflows and outflows, credit cards, and PMS totals. The cashier’s report is a very important part of the hotel’s financial control system. The front office manager reviews the nightly audit and looks for any discrepancies between the actual amount and the PMS total.
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Manager report is a statistical list of the previous day’s employment. It includes information about available rooms, occupied rooms, sold and vacated rooms, rack rates, number of guests in the hotel, number of no-shows, and so on.
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CEO Report – Each department in the hotel must submit a daily sales report to the front office. Using their information, a general departmental report is created to evaluate the CEO. The CEO identifies profitable departments and evaluates sales and marketing success.
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High balance report is a detailed report of guests who have exceeded the credit limit set by the hotel management.
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General Ledger Balance Summary Report – Displays the opening and closing balances for the Advance Deposit Ledger, Guest Book, and City Book.
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Room Rate Audit Report – This lists all the rates that apply to each guest, as well as the difference to the rack rate with the pre-set rack code.
Accommodation Night Audit Report – Provides snapshots of days the accommodation is occupied, days the accommodation is available, check-in, check-out, no-show, and cancellation. This report can show additional information on any of the items listed above.
Night audit counter – contains detailed information about receiving and withdrawing cash and credit cards.
Night Audit Income Statement – Provides information on placement, cancellation and impression revenue, as well as other point of sale revenue. Income is generated through various agencies and organizations such as travel agents, corporate organizations, online bookings. etc. are also listed in this report.
Night time tax audit report – contains all tax information on booking income and other sales income such as VAT, luxury tax and service tax.
Cashier Report is the cashier’s detailed list of cash inflows and outflows, credit cards, and PMS totals. The cashier’s report is a very important part of the hotel’s financial control system. The front office manager reviews the nightly audit and looks for any discrepancies between the actual amount and the PMS total.
Manager’s report is a statistical list of the previous day’s employment. It includes information about available rooms, occupied rooms, sold and vacated rooms, rack rates, number of guests in the hotel, number of no-shows, and so on.
CEO Report – Every department in the hotel must send a daily sales report to the front office. Using their information, a general departmental report is created to evaluate the CEO. The CEO identifies profitable departments and evaluates sales and marketing success.
High balance report is a detailed report of guests who have exceeded the credit limit set by the hotel management.
General Ledger Balance Summary Report – Displays the opening and closing balances for the Advance Deposit Ledger, Guest Book, and City Book.
Room Rate Audit Report – This lists all rates that apply to each guest, as well as the difference to the rack rate with the pre-set rack code.
Balancing night reports
Here are some formulas used to balance night audit –
Formula for balancing bank deposit
Formula for balancing bank deposit –
Total Bank Deposits - Total Cash Sales - Credit card received A/R – Cash received A/R = 0
Guestbook balancing formula
Guestbook balancing formula –
Total Revenue - Paid-outs and non-collect sales = Daily revenue - Total cash income - Today's outstanding A/R income = 0
City Book Balancing Formula
City Ledger Balancing Formula –
Yesterday's outstanding A/R + Today's outstanding A/R income = Total outstanding A/R - Credit card received and applied to A/R – Cash received and applied to A/R = balance of A/R
In any business organization, common procedures occur sequentially. They are linear. In addition, some procedures are also repeated over time. The organization should find such linear and repetitive procedures in order to combine them into sets of standard operating procedures (SOPs).
These step-by-step procedures can be excellent training material for training new employees in a short amount of time.
Let’s learn about a few SOPs that follow in the front office department.
SOP for Guest Baggage Handling
This is the procedure followed by the receptionists during the arrival and departure of the guest. It looks like this –
Baggage handling upon arrival
- As a messenger, let’s look at the new arrival of the guest.
- Guest car stops at the hotel entrance.
- Go ahead and open the car door.
- Greet guests as: “Welcome to (hotel_name), I am (own_name). Do you need help with your luggage?”
- Help the elderly/handicapped get out of the car if necessary.
- Take your luggage and make sure nothing is left in the car.
- Politely ask the guest’s name: “May I have your name, sir/madam?”
- Mark luggage with guest’s name.
- Ask if there is anything fragile or perishable in the luggage.
- Add this information to your luggage tag.
- Tell the guest that their luggage is with you.
- Accompanying the guest at the hotel reception.
- Inform the guest that you will take care of their luggage.
- Ask other front office staff for the room number allocated to the guest.
- Write your accommodation number on the luggage tag.
- Check that the guest registration formality has been completed.
- When the room is ready, take the luggage to the room near the staff elevator.
- Place the luggage in the luggage rack.
- If the room is not ready, take the luggage to the storage room.
- Record the baggage information in the daily baggage check-in.
Departure baggage handling
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Inform the guest that you are going to the guest house to collect the luggage.
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Talk to the guest informally: “Mr/Madam (Guest_Name), I hope you enjoyed your stay with us. Do you need a transfer from the airport?”
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Pack your luggage in the guest room.
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If a guest needs to store luggage for a long period of time, mark the luggage with the guest’s name, room number, collection date and time, contact number, and get the guest’s signature on the long-term luggage request form.
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Check that there are no perishable items in your luggage.
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Store luggage in the designated departure area.
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If the guest leaves the hotel immediately after check-out, bring the luggage to the lobby.
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If the vehicle is ready to be shipped, place the luggage in the vehicle.
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Ask the guest to check the loaded luggage.
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Update the information about the procedure for the departure of baggage in the baggage log.
Inform the guest that you are going to the guest house to collect the luggage.
Talk to the guest informally: “Mr / Madam (Guest_Name), I hope you enjoyed your stay with us. Do you need a transfer from the airport?”
Pack your luggage in the guest room.
If a guest needs to store luggage for a long period, mark the luggage with the guest’s name, room number, collection date and time, contact number, and get the guest’s signature on the long-term luggage request form.
Check that there are no perishable items in your luggage.
Store luggage in the designated departure area.
If the guest leaves the hotel immediately after check-out, bring the luggage to the lobby.
When the vehicle is ready to be shipped, place the luggage in the vehicle.
Ask the guest to check the loaded luggage.
Update the information on the baggage handling procedure in the baggage log.
SOP for Reservation Request Processing
SOP goes like this –
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Pick up an incoming call three rings.
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Greet the guest with an audible voice, introduce yourself and ask how you can help the guest: “Good afternoon (morning/evening), this is Mr/Ms. own_name, how can I help you?
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Wait for the guest to answer.
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Guests say that he/she needs to stay at your hotel.
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Tell the guest that this is your pleasure.
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Get a new booking form.
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Inform the guest about the types of rooms in your hotel and their rates.
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Ask for the guest’s name, contact number, and the type of accommodation the guest wants.
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Ask the guest for arrival and departure dates.
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Check availability for these dates.
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Briefly describe the amenities the hotel provides to its guests.
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If accommodation is available, let the guest know.
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If the exact same type of accommodation is not available, ask the guest if he/she will take care of another type of accommodation.
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Write down the guests’ accommodation requirements.
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Ask the guest if an airport pickup is required.
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Ask if the guest will pay the bill by cash, credit, or direct account.
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If the guest prefers cash or card, insist on paying some of the cash in advance with the booking fee or the guest’s credit card details.
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Please report the booking with the guest’s name, contact number, accommodation type, payment method and confirmation number.
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End the conversation like this: “Thank you for calling hotel_name, have a nice day!”
Pick up an incoming call three rings.
Greet the guest with an audible voice, introduce yourself and ask how you can help the guest: “Good afternoon (morning/evening), this is Mr/Ms. own_name, how can I help you?
Wait for the guest to answer.
A guest says that he/she needs to stay at your hotel.
Tell the guest that this is your pleasure.
Get a new booking form.
Inform the guest about the types of rooms in your hotel and their rates.
Ask for the guest’s name, contact number, and the type of accommodation the guest wants.
Ask the guest for arrival and departure dates.
Check availability for these dates.
Briefly describe the amenities the hotel provides to its guests.
If accommodation is available, let the guest know.
If the exact same type of accommodation is not available, ask the guest if he/she will arrange another type of accommodation.
Write down the guests’ accommodation requirements.
Ask the guest if an airport transfer is required.
Ask how the guest will pay the bill: cash, credit or direct bill.
If the guest prefers cash or card, insist on paying some of the cash in advance with the booking fee or the guest’s credit card details.
Submit your booking with the guest’s name, contact number, accommodation type, payment method and confirmation number.
End the conversation like this: “Thank you for calling hotel_name, have a nice day!”
SOP for guest check-in
The SOP goes like this –
- When a guest arrives, greet them.
- Ask the guest for his/her name politely.
- Search for booking record in PMS.
- Create and print a registration card.
- Send the GRC to the guest to check the printed data.
- Ask the guest to show identification at an authorized institution.
- Please present your passport and visa in case of a foreign guest.
- Ask the guest to complete the following GRC information −
- greeting
- designation
- organization
- Business or residence address with city and zip code
- Purpose of visit
- Emergency contact number
- Passport data
- Visa details
- Inform the guest of any early/late check-out policy.
- Ask the guest to subscribe to GRC.
- Counter-sign GRK.
- Update the guest entry information.
- Create a guest account.
- Prepare copies of driver’s license/passport and visa.
- Attach them to the GRC and feed the entire set.
SOP for call handling
There are manual and automatic calls.
Handling Wakeup call manually
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A guest can request a wake-up call directly from the reception or by calling from their own room.
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Ask the guest about the wake up time and any special request after the wake up.
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Open the Wakeup Call Register and enter the following information:
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End the conversation by greeting the guest again.
-
Pass a special request for tea/coffee to the service staff.
-
During wakeup, do the following:
-
Confirm current time.
-
Call the guest’s phone number.
-
Greet the guest according to the time and report the current time and progress when the guest specifically requests it.
-
A guest can request a wake-up call directly from the reception or by calling from their own room.
Ask the guest about the wake up time and any special request after the wake up.
Open the Wakeup Call Register and enter the following information:
greeting
Guest Name
Residence Number
Wakeup Date
Wakeup Time
Any Special Urgent Request such as Tea/Coffee, etc. Finish003
conversation, greeting the guest again.
Pass a special request for tea/coffee to the service staff.
When waking up, do the following:
Confirm current time.
Call the guest’s phone number.
Greet the guest according to the time and report the current time and progress when the guest specifically requests it.
Automatic Wakeup Call Handling
Most hotels make it easy for their guests to set up an automatic wakeup call on their phone or TV. The housekeeper should ensure that the printed instructions for setting up the automatic call are at hand and visible.
The guest can set up an automatic call that is notified to the PBX system and PMS system. Even if the guest has set up an automatic call, the front office staff is required to manually wake the guest up to avoid any inconvenience.
Guest Departure SOP
The verification process is usually initiated by the guest. The guest calls the front office and asks for the bill to be ready.
- The guest arrives at the front desk.
- Welcome guest.
- Print a copy of the guest folio.
- Pass this on to the guest for review.
- If there is any discrepancy, convince the guest of their decision.
- Correct the discrepancy immediately.
- We apologize to the guest for the inconvenience caused.
- From the guest database, verify the guest’s preferred payment method. Read it to the guest.
- Calculate guest account.
- Print the receipt and give it to the guest.
- Ask the guest if they need help with their luggage.
- Ask the guest if a vehicle is required to the airport.
- Greet the guest for the opportunity to speak: “I hope you enjoyed your stay with us. Thank you. Good (morning / afternoon / night).
SOP for handling cancellation requests
Guests initiate cancellation of a reserved accommodation. SOP goes as –
-
Request for the guest’s full name and booking number.
-
Search the guest database for the name and booking number.
-
Please provide the guest’s name, accommodation information, and booking date.
-
Ask the guest if they would like to postpone it.
-
Guest request due to cancellation.
-
Record the reason in the PMS.
-
If the cancellation is by a non-guest, write down the guest’s name, contact number, and connection to the guest for information.
-
Inform the caller of any cancellation fees in accordance with hotel policy.
-
Cancel your ICP booking.
-
Notify the guest via email to cancel fees. Send your cancellation fees and cancellation number via email.
Request for the guest’s full name and booking number.
Search the guest database for the name and booking number.
Please provide the guest’s name, accommodation information, and booking date.
Ask the guest if he wants to put it off.
Guest request due to cancellation.
Record the reason in the PMS.
If the cancellation is by a non-guest, write down the guest’s name, contact number, and contact for information.
Inform the caller of any cancellation fees in accordance with hotel policy.
Cancel your ICP booking.
Notify the guest via email to cancel fees. Send your cancellation fees and cancellation number via email.
Guest Room Key Management SOP
Front office staff must manage at least two sets of keys. The number of sets may vary depending on the guest’s policy. Key numbers are not written on the keys, which creates problems when the keys are misplaced in or around the premises.
Providing Guests with a Key to the Accommodation
-
Request for the guest’s last name and number.
-
Compare the information provided by the guest with the information recorded in the PMS.
-
If there are any deviations, ask the guest to provide a photo ID.
-
Do not hand over your residence key without proper authentication.
-
If there is doubt about a guest and the guest refuses to cooperate, notify the front office manager immediately.
-
If any other front office employee recognizes the guest, you can give a duplicate key.
-
If the guest has lost the key and needs a new one, make sure the guest has lost it.
-
In the above case, program a new key with the same code.
-
Present the newly created key to the guest.
-
You must not issue the keys to the accommodation to any person who claims to have been sent by the guest to receive the keys. However, you can give them to a non-guest if the guest has sent the person a written power of attorney addressed to the front office team. In this case, confirm by calling the guest and accompany the non-guest to the apartment.
Request for the name and number of the guest.
Compare the information provided by the guest with the information recorded in the PMS.
If there are any deviations, ask the guest to provide a photo ID.
Do not hand over your residence key without proper authentication.
If there is doubt about a guest and the guest refuses to cooperate, notify the Front Office Manager immediately.
If any other front office employee recognizes the guest, you can give a duplicate key.
If the guest has lost the key and needs a new one, make sure the guest has lost it.
In the above case, program a new key with the same code.
Present the newly created key to the guest.
You must not issue keys to the accommodation to any person who claims to have been sent by a guest to receive keys. However, you can give them to a non-guest if the guest has sent the person a written power of attorney addressed to the front office team. In this case, confirm by calling the guest and accompany the non-guest to the apartment.
Key to accommodation personnel
Authorized duty personnel are allowed access to occupied guest accommodation for the purpose of professional work.
For example, keys can be provided to prepare vacated accommodation, laundry staff, minibar staff, and campanile staff to take out luggage for guests.
Cancellation SOP
One thing is for sure, always try to solve the guest accommodation problem as far away as possible. Try to sell hotel service by offering options rather than simply giving up what the guest wants.
There are a number of reasons why reservations staff should decline a booking request. These are some important ones –
- The hotel is fully booked during the busy season.
- The guest is not interested in booking after reviewing the prices.
- Type of accommodation at the request of the guest is not available.
This is how you give up your armor gracefully –
-
When a guest calls to inquire, answer the call: “Good afternoon (morning, evening), this is your name from the booking. How can I help you?”
-
A guest says they would like to book accommodation.
-
Answer as: “Of course (sir/madam). May I ask you for your name, mobile phone number and email address? »
-
The guest says the same thing.
-
Next ask: “What is the name of your company/travel agency?”
-
Guest replies: “I’m from (company name / TA)”.
-
Ask the guest for the dates of arrival and departure required for booking.
-
Ask the guest to hold the line until you search for the desired accommodation.
-
Inform the guest how long it will take you to find out.
-
Put the call on hold and check availability.
-
Politely report when the desired type of accommodation is not available to the guest as “Sorry Sir/Madam” (all accommodations are occupied/the desired type of accommodation is not available).”
-
Offer the guest information about a nearby partner hotel, if available.
-
Invite the guest to take another similar type of accommodation, describing its facilities.
-
If the guest does not agree with this, politely turn away: “Sorry sir, then we have no other accommodation available.”
-
Record the guest’s details in the PMS along with the reason for the rejection.
When a guest calls to inquire, answer the call: “Good afternoon (morning, evening), this is your name from the booking. How can I help you?”
A guest says they would like to book accommodation.
Answer as: “Of course (sir/madam). May I ask you for your name, mobile phone number and email address? »
The guest says the same thing.
Next ask: “What is the name of your company/travel agency?”
Guest replies: “I’m from (company name / TA)”.
Ask the guest for the dates of arrival and departure required for booking.
Ask the guest to hold the line until you search for the desired accommodation.
Inform the guest how long it will take you to find out.
Put the call on hold and check availability.
Politely report unavailability of desired accommodation type to guest as ‘Sorry Sir/Madam’ (all accommodations are occupied / desired accommodation type is not available).”
Offer the guest information about a nearby partner hotel, if available.
Invite the guest to take another similar type of accommodation, describing its facilities.
If the guest does not agree with this, politely turn away: “Sorry sir, then we have no other accommodation available.”
Record the guest’s details in the PMS along with the reason for the rejection.
A hospitality business of the kind that must provide its guests with a wide range of services such as food, lodging, transportation, entertainment, and so on. Since the front office is the main contributor to coordinating services requested by guests, they need a system to help front office staff sell and track services seamlessly and simultaneously.
The front office information system includes mainly the property management system. Let’s take a look at what PMS is and how useful it is for the smooth management of hotel functions.
What is a property management system?
The Property Management System (PMS) is a software system used to manage the core tasks of all hospitality departments and coordinate functions between them to achieve optimal business results.
Why is PMS required?
PMS is required for hotel staff for the following reasons –
-
It brings together all critical hotel operations on one platform.
-
It provides real-time information on accommodations, bookings, restaurants, spas, bars and all hotel jobs.
-
It provides highly accurate information that helps management plan new targets and better manage investments.
-
This increases the efficiency of the front office staff and in turn maximizes the efficiency of the hospitality business.
-
This simplifies temporary or complex manual operations.
-
This is for the convenience of hotel staff, the governing body, and guests.
It brings together all critical hotel operations on one platform.
It provides real-time information on accommodations, bookings, restaurants, spas, bars and all hotel workplaces.
It provides highly accurate information that helps management plan new targets and better manage investments.
This increases the efficiency of the front office staff and in turn maximizes the efficiency of the hospitality business.
This simplifies temporary or complex manual operations.
This is for the convenience of hotel staff, the governing body, and guests.
PMS types
There are two main types of PMS –
-
Local PMS. They have large technical requirements such as workstation, computer/workstation, data server, terminal servers, operating system, network cards and removable redundant systems.
-
Cloud PMS – they basically need computers/workstations and an internet connection.
Local PMS. They have large technical requirements such as workstation, computer/workstation, data server, terminal servers, operating system, network cards and removable redundant systems.
Cloud PMS – they basically need computers/workstations and internet connection.
Difference between local and cloud PMS
Local PMS | Cloud PMS | |
---|---|---|
Using PMS |
Owner must purchase PMS hardware and software. |
The owner must obtain a subscription from a PMS provider. |
Internet connection requirement |
no |
Yes, a reliable high-speed connection is a must. |
System and access |
The PMS software and data reside on a server to which several terminals are connected. The PMS is accessed from a program installed on each terminal. |
The PMS software and data reside on a shared server in the PMS provider’s data center. Users access the system through a web browser from anywhere in the world at any time. |
IT Field Review Request |
yes |
no |
benefits |
Does not depend on internet connection. Reduces concerns about online data security. Robust functionality for huge amounts of data. |
Less hardware or IT costs. No technical responsibility and responsibility for data security on the owner. Available subscription price. Easy, quick setup. Easy access from anywhere in the world at any time. Automatic data backup. Integrated Web Orders. Free system updates. Scalable and adaptable. |
Defects |
Requires complex and expensive equipment. Not available from remote areas. Expensive and difficult to maintain and upgrade. Laborious, software installation and training. Additional costs and equipment required to enable web features Responsibility for the security of the system and data is the headache of the owner. On-site examination required. |
Not suitable for real estate without a reliable internet connection. High concerns about online security. |
Mark on timeline |
This is the traditional solution. |
This is a modern solution. |
pricing |
Capital and operating expenses; for hardware, software and its updates, as well as expenses for IT experts. |
Operating expenses for subscription renewal. |
Using PMS
Owner must purchase PMS hardware and software.
The owner must obtain a subscription from the PMS provider.
Internet connection requirement
no
Yes, a reliable high-speed connection is required.
System and access
The PMS software and data reside on a server to which several terminals are connected.
The PMS is accessed from a program installed on each terminal.
The PMS software and data reside on a shared server in the PMS provider’s data center.
Users access the system through a web browser from anywhere in the world at any time.
Field IT review requirement
yes
no
benefits
Does not depend on internet connection.
Reduces concerns about online data security.
Robust functionality for huge amounts of data.
Less hardware or IT costs.
No technical responsibility or liability for data security on the owner.
Available subscription price.
Simple, quick set up.
Easy access from anywhere in the world at any time.
Automatic data backup.
Integrated Web Ordering.
Free system updates.
Scalable and adaptable.
Disadvantages
Requires complex and expensive equipment.
Not available from outlying areas.
Expensive and difficult to maintain and upgrade.
Labor intensive, software installation and training.
Additional costs and equipment required to enable web features
Responsibility for system and data security is an owner’s headache.
On-site examination required.
Not suitable for properties without a reliable internet connection.
High concerns about online security.
Mark on timeline
This is the traditional solution.
This is a modern solution.
pricing
Capital and operating expenses; for hardware, software and its updates, as well as expenses for IT experts.
Operating expenses for subscription renewal.
Popular property management systems
Some popular PMS: Autoclerk, Skyware MSICloud, CloudPM, eZee Frontdesk, Hotelogix, Hetello, Hoteliga, OpenHotel, OPERA PMS and others.
General software settings in PMS
PMS takes care of every department in the hotel. These are public features among PMS –
PMS Features for Reception
- booking
- Registration
- Residence status
- Guest and non-guest accounts
- Pulling
- Night Audit
- Reports
PMS Sales and Marketing
- Guest database for market segmentation
- Guest Story
- Revenue Administration
- Information for travel agents as clients
- Reports for purposes
- Performance evaluation by benchmarking
Household PMS
- Lost and Found
- Residence status
- Laundry fee
PMS for food and beverages
- POS sales
- Material inventory
- Periodic sales reports
- Standard recipes
PMS for Human Resources
Individual employee records of shifts, attendance and grades.
PMS for Accounts
- Accounts payable and receivable
- Payroll
- Balance
- Profit and loss statements
PMS for communication
Records of outgoing and incoming calls with date, time, location, duration and rates.
Problems in choosing the right PMS
When choosing the right PMS, the following issues are taken into account:
Organizational structure of the hotel: who should be on staff at a modern hotel or inn
Interesting and useful
For a good hotel to work, the number of staff should be such that to provide continuous and efficient service to guests at any workload.
Every hotel needs an effective organization of work. There is no single, ideal for all hotel management structure. At the start of a business and small objects, it can be greatly reduced and reduced to a few people – the general director, who is also an accountant and revenue manager, reception administrators, a maid and a freelance repairman. In large and chain hotels, the staff is structured and divided into segments.
But in any case, building an organizational structure has one goal – customer satisfaction with better manageability, lower financial and labor costs.
Types of organizational hotel management systems
In fact, any organizational structure is a hierarchy of management and delegation of authority. For each employee, a place in it and specific responsibilities should be clearly defined.
Types of organizational systems for hotel management
Three types of classical control systems are used in practice.
Line structure
The simplest system in which the personnel of a particular department reports to a single person – the line manager. Teams descend through one channel, which eliminates the inconsistency of orders, allows you to quickly set a task and control its implementation. Each line manager is competent in all matters of his field. For example, the head of the food service knows in detail the restaurant business, logistics and food storage, and the basics of accounting.
This structure is often used in mini-hotels and small economy class hotels that offer a small range of services.
Functional structure
A system with two levels of management, in which each department specializes in specific business processes. For example, organizations of reception and accommodation, catering, staffing, financial accounting. The senior manager acts as the main coordinator. A functional manager who is professionally versed only in his field is responsible for the processes in each segment. This increases the efficiency of a particular department, but can reduce the speed of solving the problem as a whole due to poor interaction between departments.
This structure is traditional for medium and large hotels, with a wide range of additional services.
Line-functional structure
A combination of two control systems that combines their advantages. Line managers within the division have functional segments. For example, the director of the room fund has managers for the reservation service, reception and accommodation, operation, and settlement group. Each functional manager is responsible for the result of the work of his segment, and the line manager is responsible for the unit as a whole. This improves control and efficiency, but increases headcount and payroll costs.
This structure is typical for large independent and chain hotels, which can afford several layers of management.
Any organizational system for managing a hotel must be flexible. This makes it possible to manipulate the state, reduce or expand it if necessary.
Key departments and personnel in the organizational structure
The quality of guest service directly depends on a well-built organizational structure of hotel management. Attempts to reduce the number of staff to a minimum in order to optimize costs can lead to a deterioration in service, loss of reputation and profit.
Types of organizational systems for hotel management
Main functional divisions and management system:
Senior managers or management personnel
Line and functional managers – directors of services and managers resolve issues in a particular area, coordinate direct executors and control the quality of work.
The lower staff is a weak link in the business scheme due to the level of responsibility, conscientiousness, composure, blunders and lack of professional orientation. It needs to be trained, tested, supported and motivated.
Reception and accommodation service – duty administrators, cashier, porter
They are engaged in the processes of booking from the counter, registration and check-in of guests, issue keys to rooms, accept payment for accommodation, inform customers personally and by internal phone. Additional services can also be provided at the reception – currency exchange, temporary storage of luggage, taking orders for breakfast in the room with an early departure.
Guest Service – porters, porters, couriers, parking attendants
Personnel actually responsible for the convenience and level of service. In small hotels, it may be part of the reception and accommodation service. The saturation of the operating staff depends on the services provided.
Housekeeping service – maids, laundry, cleaners of the territory and public places
Ensures the cleanliness of the room stock and all internal premises, the timely change of bed linen and towels, controls the availability of toiletries. The laundry at the hotel also provides household services – washing clothes for guests and ironing. Not all guests want to use the ironing room or ask for a board and iron set.
Catering – chef, cooks, bartenders, waiters, kitchen stewards
Includes staff from all bars and restaurants within the hotel who are responsible for production, serving, serving and “menial” work. The concept of the division is influenced by the number of stars, the size of the room stock, the location and target audience of the hotel. Larger hotels are adding room service and minibar staff.
Security service – security guards
They are on duty in crowded places – at the entrance and reception, on floors and recreation areas, monitor law and order, help resolve conflicts and disputes with guests. The number of security guards depends on the size of the hotel and budget. According to international standards, one person is required for 20-23 m2.
Security Service
Engineering service – electricians, plumbers, repairmen
Responsible for the operation of communications, machinery and equipment, the good condition of furniture, door locks and fire safety. In mini-hotels and medium-sized hotels, employees of working specialties can be provided by calling a specialized company with which you need to have an established connection.
purchases – administrative and economic department or suppliers
Provide uninterrupted supply of everything you need to serve guests – food, cleaning products, laundry and dishwashing, complete bathrooms in the rooms. Responsibilities include all components of the process from tracking needs to finding the best suppliers, receiving and distributing goods.
Human resources and financial services – HR managers, accountant
The personnel department is engaged in staffing and is not present in every hotel – recruitment issues are outsourced. However, your own HR manager also acts as a link in the organizational structure between managers and the team. The finance department handles cash flow, bill payments, and final reporting.
For a hotel to function well, the number of staff must be such as to provide continuous and efficient service to guests, no matter how busy it is. With a significant difference in occupancy in the low and high seasons, you can use two staffing tables and conclude fixed-term employment contracts. To improve the quality of service, trainings and education are needed even for the lowest level, which often does not know the standards of service and professional ethics.
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3.2 RESPONSIBILITIES OF THE SENIOR SHIFTS ADMINISTRATOR. Performance of work by profession “Administrator of a hotel (rest home)”
Performance of work by profession “Administrator of a hotel (rest home)”
practice report
Senior hotel administrator belongs to the professional category.
1) Qualification requirements: Secondary vocational education and work experience in the specialty for at least 2 years.
2) The senior administrator of the hotel must know:
· resolutions, orders, orders, other governing and regulatory documents of higher authorities related to the service sector;
· management structure, rights and obligations of hotel employees and their working hours;
rules and methods for organizing the service of hotel guests;
types of services provided by the hotel;
· planning of hotel rooms and utility rooms;
rules for the maintenance of residential and other premises of the hotel;
basics of economics, labor organization and management;
basics of marketing and advertising organization;
basics of aesthetics and social psychology;
· legislation on the registration of citizens at the place of temporary residence;
labor legislation;
internal labor regulations;
rules and norms of labor protection.
basics of administration;
· ethics of business communication.
3) Appointment to the position of a senior hotel administrator and dismissal from the position are made by order of the general director based on the presentation of the hotel manager.
4) The Senior Hotel Administrator reports directly to the Hotel Manager.
5) During the absence of the senior administrator of the hotel (business trip, vacation, illness, etc.), his duties are performed by a person appointed in the prescribed manner. This person acquires the appropriate rights and is responsible for the improper performance of the duties assigned to him.
Responsibilities
Senior Hotel Administrator:
1) Provides timely and high-quality cultural services to visitors in accordance with current service standards.
2) Carries out accounting, distribution and proper use of residential numbers and vacant places, as well as control over compliance with the passport regime.
3) Accepts and draws up the necessary documents for registration of residents at the place of temporary residence.
4) Coordinates the work of administrators and other hotel workers.
5) Ensures customer service standards are met.
6) Ensures that subordinate employees follow the instructions of the hotel management.
7) Controls the safety of material assets.
8) Advise visitors on issues related to the services provided.
9) Takes measures to prevent and eliminate conflict situations.
10) Examines claims related to unsatisfactory customer service, takes the necessary organizational and technical measures.
11) Monitors the appropriate condition of the premises and residential rooms of the hotel during the shift.
12) Monitors the observance by subordinate employees of labor and production discipline, rules and regulations of labor protection, requirements of industrial sanitation and hygiene.
13) Informs the hotel manager about existing deficiencies in customer service, measures taken to eliminate them.
Rights
The senior administrator of the hotel has the right to:
1. Request and receive from structural units information, reference and other materials necessary to fulfill the duties stipulated by this Job Description.
2. Get acquainted with the documents that define his rights and obligations in his position, the criteria for assessing the quality of performance of official duties.
3. Submit proposals for the immediate supervisor’s consideration to improve the work related to the duties provided for in this Instruction.
4. Require the management of the enterprise to ensure the organizational and technical conditions and execution of the established documents necessary for the performance of official duties.
Responsibility
The senior administrator of the hotel is responsible for:
1. For improper performance or non-performance of their duties under this Job Description, within the limits established by the current labor legislation of the Russian Federation.
2. For offenses committed in the course of their activities – within the limits established by the current administrative, criminal and civil legislation of the Russian Federation.
3. For causing material damage to the enterprise – within the limits established by the current labor and civil legislation of the Russian Federation.
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Organization of the Room-service service at the German Club Hotel ”
7.1 Job description of the hotel administrator
JOB DESCRIPTION I APPROVE
(director; other official,
00.00.200_ No. 00 authorized to approve
hotel administrator job description)
(signature) (surname, initials)
00.00.200_
I. General provisions
1
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Chapter 4 Reservation and Hotel Accommodation Service
The process of serving guests in a hotel
The process of serving guests in hotels of all categories can be represented as the following stages:
• pre-booking hotel rooms (booking)
• reception, registration and accommodation of guests;
• provision of accommodation and food services;
• providing additional services to residents;
• final settlement and check-out. Advance reservation of seats, registration at check-in,
payment for accommodation and services rendered, check-out is carried out by the reception and accommodation service. This service includes an administrator on duty, a porter, a cashier and a passport officer. In many hotels in Ukraine, this service has the English name “Reception” [73].
The reception service is the first department that the guest gets to know when they arrive at the hotel. The impressions received from this acquaintance, in many respects, form the guests’ opinions about the quality of service in the hotel as a whole.
According to the established rules for the provision of hotel services in Ukraine, the hotel provides round-the-clock registration of consumers arriving at the hotel and leaving it. That is why the work of the reception and accommodation service has a variable character.
Functions of the reception and accommodation service
The main functions of the reception service are:
• hotel reservations
• registration and accommodation of tourists;
• registration of settlements upon departure of the guest, provision of various information.
The job responsibilities of the reception staff, as well as the skills and knowledge required to perform, are determined by professional standards.
The reception and accommodation service must ensure the maximum load of the hotel, preventing downtime. When registering and checking out, service employees carry out
payment for hotel accommodation and additional services. When checking out, they check the guest’s account, clarify all his expenses during the stay and accept payment. Check-out control is of great importance in order to prevent guests from leaving without paying the bill.
The administrator on duty, starting work, must review the log with records of the previous shift. It records information about what happened during the shift, about the needs of guests who contacted the service during this period of time, but were not satisfied for any reason. Before starting work, it is also necessary to review the information on availability and applications for the current day. The responsibilities of the administrator include accounting for the use of the number of rooms.
The porter’s duties include storing and issuing keys to the rooms of guests staying on a guest card, as well as answering guests’ questions about any information or receiving services.
The cashier controls the timely payment of all types of services, receives payment for accommodation in cash and prepares cash reports for the accounting department.
The Passport Office checks the data of the passport, the correctness of their entry in the registration card, controls the validity of visas.
Technology for booking places and rooms in a hotel
Reservation is a preliminary order of places and rooms in a hotel. This process begins serving guests. Room reservations are handled by managers of the reservation department or the reception and accommodation services. It is to these units that booking requests from customers are received. In addition to the formal collection of applications, the reservation department must study the demand for hotel rooms. Studying the long-term experience of the hotel, taking into account the plan of events that will take place in this region, forecasting the demand for places and analyzing the occupancy of rooms in past and current periods, the reservation department, together with the marketing service, plans the activities of the hotel [74].
During public events, the demand for hotel rooms increases several times. It is beneficial for hotels to book seats for events with a large number of participants, since in this case the reservation is made well in advance of the event and the risk of cancellation (i.e. refusal of a pre-booked seat) is small.
The occupancy of the hotel depends on the season, business activity in the region, economic and political situation. In times of political instability, the interest of tourists in this area is reduced due to the inability to ensure the safety of their stay. During the peak season, the hotel may double book.
A double booking is a confirmation of the future availability of hotel rooms to two clients at the same time on the same date. By doing this, the hotel takes a risk, since both clients can arrive at the same time. This risk is justified when it is carefully calculated on the basis of many years of hotel experience, based on the knowledge of the average number of canceled applications. But if both clients arrived at the hotel, then the one who arrived earlier gets the place. For the location of the client, the hotel has a connection with companies that rent housing, or nearby hotels, where the client can be redirected. Sometimes the reservation department forwards the reservation request to another hotel, which confirms to the client that he will be given a place, but in another hotel. In this case, it is necessary to obtain the consent of the client to change the hotel.
It is desirable for both the hotel and the guest that rooms be booked in advance, and the sooner the better. According to the rules for the provision of hotel services, hotels have the right to conclude an agreement on booking places by drawing up a document signed by two parties, as well as by accepting a booking request using postal, telephone and other communications, which makes it possible to reliably establish that the request comes from the consumer.
If an organization regularly uses the services of a hotel, it is more profitable for it to conclude a contract for a certain period. Then the hotel provides accommodation for tourists sent by this organization. For organizations that regularly supply customers, the hotel sets discounts on accommodation and some services.
The contract between the hotel and such an organization specifies the deadlines for submitting an application for accommodation of tourists, when and how payment is made.
There are several ways to book a room or a hotel room: written, verbal and the Internet.
The client sends a letter of request to the hotel by post or fax. The same application can be made at the hotel in the reservation department. Application processing requires a lot of attention.
Every booking and cancellation must be registered.
If the booking managers did not cancel the booking in time, the room may remain unsold until the error is discovered. Only an application on company letterhead can serve as confirmation of payment for the booked room.
On the request of the organization booking a room, the details of this organization (name, address, telephone, fax, bank account number) must be given.
In any case, the application must contain the following information:
• number and categories of rooms;
• length of stay at the hotel
• names of visitors;
• form of payment (non-cash or cash, details of the paying organization).
The application is registered and approved or denied in the same way as it was received. When booking by phone, it is very important to be attentive to the client, since the impression of this conversation will determine his attitude towards the hotel as a whole. It is important for the client how long he will wait for an answer, since according to the norms, the phone must be picked up after a maximum of five rings.
An employee who has information about the loading of the hotel must pick up the phone. In hotels that accept reservations for rooms by phone, special forms have been developed. In them, it is only necessary to make marks in the necessary columns, and not to write down the entire application.
The same forms may be in a special section of the reservation department computer. Phone bookings require written confirmation.
The Internet booking method opens up a wide range of opportunities for hotels and customers. When booking via the Internet, reservations can be made at a hotel located in another city or even in another country. The advantage of the automated network is that the booking can be forwarded to any other hotel of a certain chain located in this city.
You can book a hotel room via a computer network by phone. The dispatcher contacts the hotel via a computer network and finds out the possibility of booking. This method is not very convenient, because it takes a long time to find out the conditions of booking and accommodation.
There are two more options for booking using a computer: the hotel has its own Internet page or is a member of one of the Internet booking systems (Academservice, WEB International, Nota Bene, etc. ). The systems are becoming more popular due to the very wide possibilities offered at a fairly low cost. The effectiveness of this method of attracting customers is higher, the shorter the response time to the received order. The speed of sending a confirmation largely depends on the degree of automation of the processing of applications received and on the clarity of interaction between the hotel and the agent.
Competent organization of the exchange of information between these two links allows to reduce the time for the client to receive confirmation to a minimum (ideally, the so-called on-line should take no more than 7 seconds).
By connecting the hotel automated control system and the Internet booking system, the hotel and the agent get the opportunity to quickly exchange information about the free room stock, about the categories of rooms and services offered by the hotel, as well as about current rates, discounts, special programs for guests, etc.. Having the opportunity to update tariffs as often as desired, the hotel, in turn, will be able to conduct a more flexible pricing policy and adequately respond to demand.
In this system, booking is as follows. The client enters the WEB-site of the Internet booking system and gets acquainted with the rules of booking. Then he chooses a hotel. After making sure that there are free rooms, filling in the required information fields, he sends the order to the system by e-mail.
The system automatically processes the order (except for non-standard cases) and sends a preliminary confirmation with the conditions for making an advance payment, and the client is put on the waiting list. After receiving the appropriate guarantees (Advance payment, letter of guarantee, etc.) from the client, the latter receives the final confirmation of the reservation from the agent. A copy of the final confirmation is sent to the hotel. Here the reservation is entered into the loading schedule with subsequent automatic change.
If the hotel has its own page, the reaction to requests received is a function of the reservation service of the hotel itself.
The Internet makes it possible, without leaving home, without intermediaries, to get the necessary information about the hotel, to see how the rooms are decorated.
For phone or computer bookings, there is a risk that the reservation will be canceled abruptly, in which case the customer does not receive confirmation, may arrive for check-in and not receive a room, as there may be no availability.
On request, the reservation department can draw up a long-term plan for hotel occupancy for a certain period (year, month, week) and a occupancy plan for the current day.
The reservations department must constantly interact with the reception and accommodation service, which gives information about the current room occupancy. If the Utilization report is not written correctly, then managers can make the wrong decision regarding the Utilization forecasts. And when the room remains unsold, it reduces the income of the hotel.
Booking is confirmed by a special message sent by the hotel to the client, called confirmed. To receive confirmation of the reservation, it takes time for the reservation message to arrive in the customer’s mail or fax. Typically, the confirmation will indicate the registration number of the application, the date of the expected arrival and departure of the guest, the type of room booked, the number of guests, the number of beds that are required, as well as any special requirements of the guest. The client takes this confirmation with him to the hotel in case of any unforeseen situations. But such a confirmation is not always a guarantee for the client, since there is a rule: if the guest does not arrive before 18:00, the reservation is canceled when the hotel needs it.
Guaranteed booking is a booking with a special confirmation from the hotel that it guarantees the client to receive the booked room. Such confirmation is necessary if there is a possibility that the guest may arrive at the hotel late. Under these conditions, the room remains free until the arrival of the guest. The convenience of a guaranteed reservation is that the guest will try to cancel the reservation if they see that they cannot use it. With this confirmation the hotel will have an accurate picture of availability.
Another form of guaranteed booking can be deposit (advance) payment. In some situations (for example, during the peak holiday season), in order to avoid demurrage due to the absence of the expected guest, the hotel may ask you to transfer the cost of accommodation in advance for one day or even the entire period. Prepayment is also required when placing a tourist group. This is also a way of dealing with “non-attendance” [78].
According to the Rules for the Provision of Hotel Services, in case of delay, the consumer is charged, in addition to the booking fee, also a fee for the actual downtime of the room (place in the room), but not more than a day. If more than a day late, the reservation will be cancelled. In case of refusal of the consumer to pay for the reservation, his accommodation in the hotel is carried out in the order of the general queue.
The hotel administration determines the amount of payment for the reservation. Usually, individual tourists are charged 50% of the rate of a room or a place in a room. For tourist groups there are discounts for booking, accommodation and even some services. The volume of the discount depends on the number of people in the group, the length of stay. On average, for booking places for a tourist group, payment is taken in the amount of 25 – 35% of the fare.
The order of registration and accommodation of guests
The next part of the operational process – resettlement – consists in turn of the meeting, registration, handing over the key and escort to the room.
Two types of meeting are possible: at the airport or train station (on the distant approaches), as well as in front of the hotel entrance or in the lobby (on the near approaches).
Meeting at distant approaches allows you to get acquainted with the guest before arriving at the hotel, draw up or adjust the service program, tell about the hotel and the services that are provided. Such a meeting is agreed upon when booking. In high-end hotels, guests are greeted by a porter who greets them at the entrance.
In small hotels, the guest comes to the reception desk, where he is greeted by the administrator. If the client comes to the hotel not for the first time, then it is advisable to address him by name. This will make a positive impression on him. Also, in many hotels, the administrator stands at the counter, and does not sit. By this he emphasizes his respect for the guest.
The check-in process varies in hotels of different categories in terms of time and quality of service, but the information about the guest is the same everywhere. In hotels with an automated system, check-in is very fast.
There are two types of customers arriving for registration. Some of them pre-booked hotel rooms, others did not. Settlement in the hotel of clients on reservation in automated hotels takes a few minutes. By the way, in one of the Japanese hotels, the time from greeting to receiving the key takes 45 seconds.
When booking in advance, the customer’s details are already known from the booking request. The administrator specifies the application number, selects the required module in the computer system and registers. The guest is only required to sign the registration card.
The process of registering guests without prior booking takes longer, sometimes up to 5 minutes. In this case, the administrator takes into account the nature of the accommodation required by the guest.
In addition, in the process of communicating with the guest, you need to discuss such issues as the cost of the room, terms of accommodation, payment procedure. During this discussion, the hotel worker must ask to be allowed to judge the guest’s ability to pay. It is normal for most hotels to ask the guest to show his credit card, which is a kind of guarantee of his solvency.
At the same time, the hotel is obliged to conclude a service agreement with the guest. The contract for the provision of services is concluded upon presentation by the guest of a passport or other document confirming his identity.
If confirmation of accommodation is received, the guest fills in a registration card (questionnaire), which is an agreement between the Contractor and the Consumer. In the questionnaire, the guest indicates the address of his permanent place of residence, the address of the organization, pays for accommodation (if payment is made by a third party), and the type of payment (cash, credit card or check).
Incorrectly completed registration card (questionnaire) of the resident makes it impossible to return the guest’s forgotten item in the room. In addition, a correctly filled address guarantees receipt of payment, even if the guest left without paying for the services provided. An erroneous departure date in the questionnaire leads to the fact that the room can stand unsold for a day if the guest leaves earlier. And in the case when the guest planned to stay longer, the room can be sold again. An incorrectly entered credit card number may result in non-payment of services if the guest checks out without paying cash.
After filling out the card, the guest signs it, thereby concluding an agreement with the hotel confirming the type of accommodation, length of stay and room rate.
After the guest has filled out the questionnaire, the administrator checks the data of the questionnaire and the guest’s passport, enters in the questionnaire the number of the room where the guest will live, the date and time of arrival and signs it. Next, the administrator issues a permit for the settlement.
After payment, the guest receives the 2nd copy of the invoice. When registering a guest, an invoice for accommodation is issued. It includes the rate of the room (or place) multiplied by the number of nights, payment for the reservation, payment for additional services, the guest orders at check-in and various hotel fees.
The administrator fills out a business card (guest card) – a document for the right to enter the hotel and receive a room key. The guest card is always issued in one copy and must contain the following data: guest’s last name, room number and length of stay.
The business card contains the data that luggage carriers must bring in the guests’ belongings. To identify luggage, it is convenient to use coupons on which the owner’s name is written, and after check-in the room number is entered. Such a ticket is issued by a porter or luggage carrier at the guest’s entrance to the hotel. This simplifies the work of luggage carriers. If there is no coupon, then the guest points to the luggage, shows the permission to settle, where the room number is recorded, and the carrier takes the luggage to the room. In the room, he shows the guest how to use the equipment and informs about safety rules.
Peculiarities of registration of tourist groups
Pre-booking of seats makes it possible to prepare rooms for check-in in advance, plan the work of administrators and luggage carriers. On the eve of the arrival of the group, the administrator fills out a card for preparing and settling rooms (Booking card).
When a tourist group checks into a hotel, its leader presents to the administrator the direction of the travel company (a document confirming the right of residence of this group in the hotel and guaranteeing that payment has been made) and a list of the group, drawn up in accordance with the requirements of the passport regime.
The administrator reports the numbers of the rooms booked for this group. Tourists from the group are usually accommodated in double rooms. All tourists bring a voucher. The administrator fills out a group permit for settlement by bank transfer, where the numbers of the rooms in which the tourists will live are indicated.
The administrator issues a business card for each guest. An invoice for accommodation is not issued when registering a group, because payment is made by bank transfer.
Very often in travel companies, along with a ticket, tourists are given labels with luggage numbers. The number on the label corresponds to the tourist’s serial number in the group list,
is at the head of the group. By comparing the numbers on the luggage and in the list of the group, the carrier determines the room number and delivers the luggage there.
Often, in order not to pay for another day of accommodation, tourists vacate rooms and leave their luggage in a storage room. But the group is left with one room for tourists to relax.
Types of settlements with residents
Hotels use two types of settlements – cash and non-cash (Money transfer to the hotel account). In high-class hotels, credit cards are accepted as a cashless payment. They are paid by individual tourists. In the application for the reservation, the credit card number, the name of the payment system and the expiration date of the card are indicated. For payments with plastic cards, the hotel must have special equipment: an imprinter or an electronic terminal.
There are also electronic keys, which are at the same time a means of payment in all retail outlets of the hotel.
A credit card is a plastic card or plate used by a client of a bank or other financial institution within the established limit for borrowing cash to purchase goods and receive a loan service. It contains the name of the owner, a sample of his signature, the number assigned to him and the expiration date of the card. Usually, information about the client and his account number is encoded on a magnetic carrier or in the form of holes punched in a certain order on the plate. When paying by credit card, the hotel cashier checks whether the card belongs to you and whether the necessary funds are in the account. Cards can be discount cards, i.e. provide significant discounts to users.
Traveler’s and personal checks can be used for bank transfers.
Traveler’s checks are issued for a certain amount, so the client chooses services at the hotel. The recipient of the check, i.e. the hotel only has to determine the validity of the check, because the check company that issued the traveler’s check guarantees payment on it, since it has already been paid by the client. A traveler’s check cannot be transferred to another person, but it can be exchanged for cash at any bank.
Personal checks are issued by the guest for the amount required for payment each time it is necessary. It takes some time for the payment of such a check to be credited to the hotel account.
It should be noted that, according to world studies, the first place is occupied by payment by credit cards, in other place – by checks, in third – by cash.
In Western hotels, cash is used very rarely: in case of need and for a short time. In Ukraine, in the first place – it is cash and transfer to the hotel’s current account. Credit cards and checks are only accepted in high class hotels. Paying in cash saves the hotel from trouble if the check for some reason cannot be paid by the bank. The system of payment based on plastic cards increases the prestige of the hotel, brings it closer to world standards and thus helps to attract creditworthy customers.
Issuing keys
Issuing a room key completes the registration procedure. In some hotels, the guest is simply handed a hotel card and a key. For the mutual safety of the guest and the hotel, the keys must be carefully controlled. Theft and loss of keys, illegal use of duplicates pose a threat to the security of the hotel. Hotels need to draw up rules governing the control of keys. They should specify to whom the keys are issued and how they are stored.
If the hotel provides chauffeurs, then the duty manager should first ask the guest if he needs the services of a peddler. If so, then the next administrator gives the key to the room to the messenger and asks him to take the guest to the rooms. Expensive and already in the room, the bellboy can explain to the guest the special characteristics of the room and inform on such issues as the location of the restaurant, the hours of settlement operations, the location of vending machines. The messenger must create comfort for the guest, answer all his questions and hand over the key to the room. If the guest is not satisfied with the room, the bellboy should listen carefully and promise to convey the essence of the matter to the administrator for immediate action.
Key control
Many hotels use at least 3 types of room keys: emergency (spare) keys, master keys and individual room keys.
Spare emergency key opens all room doors even if they are double locked. Emergency keys must be very well protected. their use should be strictly controlled and recorded (recorded). This key must never be taken from the person in charge.
The master key opens all numbers not closed twice (including from the inside). When not in use, it is kept in its designated location in the safe. it is issued only to certain personnel, depending on the need for use and simply on the position held. Be sure to make a record of who was issued this key.
The room key opens the door if they are not locked from the inside.
The duty manager should remind guests to hand over the keys at check-out. A well-guarded key stand in the lobby when you leave the hotel and a courtesy reminder to guests will help you avoid losing your keys.
Some owners try to avoid losing the key by requiring a key deposit from each guest at check-in. The use of a key deposit is an additional help in getting the guest back to the property before check-out and also helps to ensure that all guests have paid in full.
Some owners do not write hotel names, addresses or room numbers on their room keys. Thus, if the key is lost or fell into the wrong hands, it cannot be used for criminal purposes. Instead of a room number, a code number is usually stamped on the keys, and the general list of codes is in the administrator.
Features Keys should not be taken from the hotel by employees, regardless of their duties or official position. Many organizations require that all keys be returned to security and placed in an office, locked, in a secure area of the hotel. Keys issued for temporary use should be registered in the journal. The journal should note the reason for the issue,
date of issue, time of receipt and return, name of issuer and recipient.
Whenever there is any trouble with the key, its unjustified issuance, loss or theft, the lock must be replaced or moved to another part of the hotel building.
Electronic locking systems
Electronic locking system replaces mechanical locks. The centralized electronic locking system is controlled through the main control console in the reception area, which is connected to the door of each room. The key card issued to the guest is the only valid room key.
Electronic locking systems are controlled as separate units. Each door has its own microprocessor containing a pre-set sequence of codes. The main console contains a record of all codes associated with each door. When registering, the administrator on duty encodes the key card with the code according to the number assigned to the guest. The console and each microprocessor must match each code in the sequence that is used [72].
Most electronic locking systems provide several distinct levels of security, in parallel with the key levels in traditional systems. Systems may include various other features that are safe and convenient for guests, such as a “Do Not Disturb” signal. One form of electronic locking system does not require keys or cards at all; guests program their own four-digit code on the locking mechanism.
Maintenance
Amenity features, although open to the public, are still someone’s property. The duty of the hotel owner is to watch, and he is forced to control the activities of people in the premises. All workers should be on the lookout for suspicious individuals and situations. The effectiveness of protection depends on the observation of workers.
In the lobby, the receptionist on duty must be able to observe the entrances to the hotel, elevators, escalators and stairs. Monitoring elevators and stairs solves two problems at once: safety and security; personnel must be instructed how to stop the elevator in an emergency. In many hotels, someone is all the time. In small hotels, the next administrator may be the only representative of the staff in the late night hours. C Given these circumstances, some hotels have limited access to the lobby and reception area, and the decision to let someone in is made by the receptionist on duty.
Protection of funds
The protection of funds is primarily the responsibility of an employee of the settlement department. However, other services also play an important role in protecting monetary assets.
The settlement function is a decisive aspect in the safety of money. The amount of money in the cash register and cash register should be limited by setting a monetary limit for each of the reception and accommodation services in accordance with the rules of the hotel. At the beginning of each shift at home, the cashier is given a minimum amount of money, which allows him to do his job normally. The cashier takes responsibility for this money and for all money received during the shift. Ideally, only one person should have access prior to issuing each cash account.
Check-out from the hotel room and payment of the bill
The stage of the guest’s stay is followed by the processing of settlements and departure from the hotel. On the day of departure, the guest receives a full payment, he is asked to pay the debt and return the keys to the room before leaving the hotel.
Forms of strict accountability are provided for registration of settlements with guests. This is an invoice (form No. 4d), which is issued by the cashier
in three copies (in the case of automated data processing, in two copies): the first is issued to the guest, the other along with the “cash report” (form No. 9-d) within 24 hours it is handed over to the accounting department, the third copy remains in the cashier and is stored until the guest leaves the hotel.
There are also strict reporting forms used for mutual freezing with the client. This is a receipt for the use of the hotel parking lot (form No. 10-g), issued on the basis of the vehicle registration certificate and the guest’s identity document, upon receipt and delivery of vehicles. It is issued in two copies: the first copy is issued to the payer, and the second is handed over to the accounting department.
In addition, there is one more document – this is the stub of the receipt for the receipt of things in the lockers (form No. 13-g). It is filled in by the storekeeper of the storage room in two copies: one remains with the storekeeper, the other is given to the guest that he has handed over things to the storage room and is presented to the storekeeper when it is necessary to pick them up.
Calculation of payment for booking rooms (places) of accommodation by bank transfer is carried out by filling out the form No. 8-g. The cover page of the form is first completed by the booking agent (administrator or receptionist) and submitted to the accounting department for prepayment.
• paying bills in cash;
• recording the amount of the invoice on a credit card;
• deferred payment by direct invoicing;
• using a combination of the above options.
In most hotels, staff will need to inform the guest about payment options at check-in. Therefore, credit cards or direct billing information must be provided to the guest prior to check-out. This advance notice allows you to receive confirmation of authorization for the use of a credit card or direct bank transfer. This reduces the check-out time and reduces hotel debt to a minimum.
After the guest has checked out, the receptionist will change the room to vacant status and notify the housekeeping department of the client’s departure. The maid cleans the room and prepares it for control and subsequent sale.
The reception and accommodation service must be prompt in matters of information about rooms vacated in an accurate and appropriate form.
The file containing information about the guest is a set of his personal details and information about the financial condition. Having this information allows hotel employees to better understand their clientele and provide a solid base for strategic marketing.
Files containing information about the guest, can receive it from the questionnaires of registration cards or created on the basis of precise computer systems, automatically send information when the guest checks out to the guest data file.
Appropriate analysis of guest history data can provide a hotel with valuable competitive information in the hospitality market.
Departure procedures. Bill Payment Methods
When checking out and paying bills, a well-trained and organized front desk staff can ensure a smooth, efficient and supportive environment in every way. The bill payment process depends on the effectiveness of the accounting system and customer awareness, from the booking stage to checkout. Audit plays an important role in this [76].
Night audit
Depending on the technical equipment of the hotel, the audit can be automated, semi-automated or automated. A completely automated audit process in the West is called a system update.
Auditor (from the Latin auditor – listener) – an auditor who checks, controls and analyzes the financial and economic activities of the enterprise.
The main purpose of the night audit is to confirm the correctness and completeness of accounting for guest and non-guest accounts for the hotel in comparison with internal reports. The work of the auditor consists of
• checking the entries made;
• drawing up the balance of accounts;
• conflict resolution;
• monitoring of credit institutions;
• preparation of operational reports.
The auditor must be distinguished by honesty, attention, good professional training, good knowledge of the specifics of the provision of hotel services.
The auditor should be familiar with the nature of cash, check or credit card payments. All this information reflects the financial position of the hotel on the current day. The night auditor summarizes the results of the operations of all points,
generate income to report to management. The planning department of the hotel may also use the audit information when preparing a statistical report for a longer period for management.
The position itself – the night auditor says that he is currently collecting data and summing up the balance of the previous day. Each hotel must decide if the time should be considered the end of the working day. For example, if the night audit started at 00:00, then this means the end of the business day. The period from 00:00 until the end of the audit is called the working time of the audit. Of course, transactions that affect accounts that occur during an audit business day are not counted until the audit is completed. These transactions are considered part of the next conditional day.
Hotels have a lot of transaction documentation. Operational documentation shows the essence and scope of operations and is the basis for reporting, which is entered in the system. For each transaction, the type of transaction (Cash, price, payouts) and its monetary value are taken into account. Accounting employees enter data into the relevant documents, depending on the information received. For internal control purposes, the accounting system must provide additional, independent documentation to verify each transaction. In manual or semi-automatic operation, confirm documents created by any methods serve as sources of cross-references.
The auditor, having received information about the occupancy of hotel rooms and having data on their rates, compares everything with the report of the reception and accommodation service.
The main function of the night auditor is to verify that the Hotel has received payment for the benefits and services provided to customers. Audit processes are considered completed when the correctness of the results of accounting and hotel departments has been proven. As long as the audit processes are not in balance, the audit is considered incomplete.
In many hotels, especially Western hotels, services are provided to guests on credit. However, to avoid unnecessary risk, hotels often set limits for such service. The auditor should be aware of these limitations. On all accounts,
exceeded the established limits, the auditor must report to the hotel manager for appropriate action [86 |.
Audit Process
The hotel’s bookkeeping system relies heavily on operating records to ensure accurate records and maintain efficient operations. Finding and fixing errors is the essence of the nightly audit process. It is designed to provide cross-referenced account integration. Ledger accounts are compared with original documents to prove the correctness of individual entries and grand totals. Any discrepancies found during the audit should be corrected.
Night audit, with the introduction of computers, this is not necessarily a night activity. Many computer systems are able to provide direct information at any time and provide summary reports on demand.
Computer report. Daily Report
The extent of the audit to be carried out by the auditor depends on the frequency of errors and the volume of transactions to be audited.
The first of these factors depends on the professional training of accountants, the second – on the size and branching of the hotel’s infrastructure. Larger hotels usually require a more thorough inspection due to their large volume.
Night auditor’s responsibilities typically include: completion of pending entries, correctness of billing, reconciliation of room status disputes, preparation of balance sheets for all departments, checking room and space rates, reviewing pre-booked rooms, preparing reports, cash deposit, system maintenance, distributing reports .
Let’s consider these functions separately.
Completion of incomplete entries
The main function of an audit is to ensure that all transactions that affect the accounts are recorded in the appropriate accounts. The first step in this direction is the completion of unfinished recordings. Although most employees attempt to record transactions in the correct accounts as they are received, the night auditor must confirm that all transactions have been recorded before the audit begins. Incomplete entries will result in errors in balance sheet and overnight reporting.
The Auditor strictly ensures that the entries for all transaction documents are completed. If, for example, a hotel does not use a computerized telephone accounting system, outstanding telephone charges must be accounted for in full. The auditor may also record previously unrecorded cash transactions.
Overcoming disputes in the status of numbers
Differences in the status of numbers should be resolved quickly. Errors in number status can result in loss of revenue from under-completeness and errors in records. For example, if a guest is checked out and the agent forgot to properly complete the check-out procedure, then the room will be considered occupied, although in reality it is free.
The night auditor has the right to make sure that discrepancies between the day’s floor report and the room status system have been resolved before the end of the day. To minimize errors, surface services should report on the estimated status of the numbers they serve. The night auditor must review the report and surface services to agree on the status of all hotel rooms.
If he believes that the number is busy, but in the report of the floor service it is listed as free, then the auditor must find out the truth. In this case, the following may happen: the guest, in a hurry, could leave, but forgot to check out; the guest could leave without intending to check out; the agent or manager might not have closed the sheet.
The auditor, after checking all the circumstances, submits a closing letter and determines the status of the number. In a computerized system, the audit process automatically changes the status of the number.
Balance of all departments (sales outlets)
Night auditor balances all departments using all primary documents. The auditor sums up the balance of all accounts and information on transactions of other divisions. The documents received by the accountant and other primary documents are summarized and compared. Even fully automated hotels, of course, retain primary documents to resolve possible disputes.
A detailed audit of an individual department involves reviewing all records until an error is found. The audit process can be confusing in this regard.
It is generally considered more efficient to balance all branches first and then look for individual errors in the entries.
However, the balances on the accounts and division totals do not yet show that the correct accounts have been selected for recording. Writing the correct amount to the wrong accounts will also result in an incorrect total. This type of error goes unnoticed until there are problems with customer accounts.
Verification of rates for rooms (seats)
The night auditor may require a report on the income from the rooms. This report shows the rates for each room and the actual rates at which the rooms are rented, which makes it possible to minimize room revenue. If the rates and the actual rates do not match, there are several questions that the auditor must address:
• If the room is occupied by a tour group member who is a corporate customer with benefits, are the rate discounts applied correctly?
• If there is only one guest in the room and the actual rates are about half, is the guest one of the registered guests? If so, is the second guest registered? Proper use of revenue information and room records can form the basis for an analysis of room stock revenue, a copy of this report can be prepared for the general manager of the hotel.
System Support
This step only applies to computer systems. The computer eliminates the need to maintain all kinds of records of room reservations, their status, etc., but becomes very dependent on a properly functioning computer system.
Maintenance report must be submitted periodically to check the smooth operation of the hotel in the event of a computer system failure. End-of-day reports are designed and printed by computer. At least two guest lists are printed: one copy for the accountant and the other for the hotel management. The room status report allows agents to identify free and ready rooms.
Preparing a report
The night auditor is usually responsible for preparing reports showing performance. The final detailed and summary reports for divisions, balance sheet and special reports can be prepared for inspection by the hotel management.
The final detailed and summary reports for departments are prepared and stored with primary documents and in the accounting department.
The balance sheet shows the number of guests who have reached the credit limit. In a computerized system, the computer must be programmed to generate such a report on demand.
Deposit cash
Often the night auditor is responsible for preparing the available deposit as part of the audit process. Because divisional balance sheets often include cash transactions, the cash deposit is dependent on a successful audit. If the cash receipts were not deposited, the auditor compares the records of cash received and payments against actual cash on hand. A copy of the report may be included in the deposit cash envelope to support any over or under draw.
The guest report contains the final balance sheet of all registered guests. The source data of the computer must be recorded on magnetic disks.
Distribution of reports
The night auditor must organize the preparation of reports in a convenient form, their timely delivery to the right place. The distribution of reports is the final step in the audit work and is very important for the operational operation of the hotel. If all reports are accurate and reliable, and delivered on time, better operational decisions will be made.
Automated audit system (system update)
Since the automated system operates around the clock, it makes the file reorganization systems, maintenance systems, reporting and summarizing at the end of the day work. Since the computer system performs current audits of transaction records, as they arise, the need for auditing, makes records on accounts, practically disappears. The accounting system can be connected with the planned income of the automated records of the system for accounting for visits to points of sale, indoor movements, bars.
The auditor should review the interaction procedure to ensure that the outgoing transactions recorded are carefully managed. In the event that guaranteed orders are not displayed, entries can be programmed to be automatically transferred to the invoice file. If the transaction is to be recorded independently, the electronic display can be limited to a computer monitor for processing.
Contradictions in the state of numbers are completely atypical in automated systems.
Housekeepers usually report the current occupancy of the rooms on the internal telephone before leaving the room. This timely quick information is automatically matched with the electronic status of the number, and the number status change report is automatically printed.
The computer can identify the problem quickly enough to enable the hotel to prepare rooms for sale with minimal loss of revenue.
The balance sheet is maintained throughout the entire time. As soon as the order price is entered in the list, it is immediately entered in the guest card and in the control card. Control card – an accounting document for internal use, to confirm all accounting records. In order to balance hotel divisions, the computer compares all control charts coming in with control charts. Mismatched balances are also suitable for finding a problem in the technique of automatic entries.
Detailed reports by departments can be collected and linked to records to confirm account receipts at any time during the day. The computer system can be programmed to generate various reports of various sizes and contents. Because S.U. As far as the reorganization of computer files is concerned, as well as counting details, much of the original information (documents) differs from their non-computerized counterpart.
Confirmed bookings, profit tally, expected check-in and check-out lists, check-out guest cards, daily transaction report, invoices for non-guest accounts are common consequences of the automated system of today’s routine. The equipment can also print copies of
file content to avoid errors in the system. Activity report, guest list, room status report and accounting reports can also be printed. Since the information is operated by a computer, it is desirable to apply the procedure for depositing cash on non-computerized property. However, after the computer system can support (confirm) the reflection of sales, the control of the cashier, the income received can also be subject to modern control.