Front desk at hotel job description: Hotel Front Desk Agent job description template

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 –

• 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 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.

• Night Tax Audit Report – contains all tax information on booking and other sales revenues such as VAT, luxury tax and service tax.

• 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.

• 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.

• 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.

• 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 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

• 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 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.

• 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.

• If the vehicle is ready to be shipped, place the luggage in the vehicle.

• Ask the guest to check the loaded luggage.

• 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 –

• 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.

• Guests say 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 take care of another type of accommodation.

• Write down the guests’ accommodation requirements.

• Ask the guest if an airport pickup is required.

• Ask if the guest will pay the bill by cash, credit, or direct account.

• 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.

• Please report the 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!”

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

• 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:

• 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

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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1. General Provisions.
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Profession “Hotel (rest home) administrator”

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Organization of the administrative and economic service of the hotel

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1.3 Job responsibilities of the deputy head of the ACS of the hotel. The duties of the supervisors of this service

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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.