1. Check in and its procedures
Check in and its procedures
CHAPTER TWO
CHAPTER TWO
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2. Welcoming a guest
Welcoming a guest
Guests often traveled a long way and may be
Guests often traveled a long way and may be
impatient and tired when they arrive a hotel.
impatient and tired when they arrive a hotel.
Always smile and say ‘Welcome to the
Always smile and say ‘Welcome to the
hotel’.
hotel’.
To a hotel, arrival is the occasion when guest
To a hotel, arrival is the occasion when guest
and hotel staffs meet face-to-face for the first
and hotel staffs meet face-to-face for the first
time.
time.
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3. Good first impression
Good first impression
When clients arrive, the impression they get
When clients arrive, the impression they get
will remain with them throughout their stay.
will remain with them throughout their stay.
In order to give guests a lasting first
In order to give guests a lasting first
impression, GSA/FOA/GSR/the receptionist
impression, GSA/FOA/GSR/the receptionist
need to be efficient and have good social skills.
need to be efficient and have good social skills.
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4. First impression
First impression
They should be knowledgeable about the
They should be knowledgeable about the
accommodation product of their hotel and skilled
accommodation product of their hotel and skilled
in the check-in procedures, etc.
in the check-in procedures, etc.
They should have pleasant manners, empathetic,
They should have pleasant manners, empathetic,
neat and tidy appearance and always be ready to
neat and tidy appearance and always be ready to
help.
help.
This helps to establish the hotel’s image and
This helps to establish the hotel’s image and
reputation, as well as to return the guests in the
reputation, as well as to return the guests in the
future.
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5. Guests’ categories during
Guests’ categories during
Check in
Check in
In general, newly arrived guests at a hotel are
In general, newly arrived guests at a hotel are
classified in to three main categories, i.e.
classified in to three main categories, i.e.
A-With guaranteed reservation
A-With guaranteed reservation
B-With non-guaranteed reservation and
B-With non-guaranteed reservation and
C-Walk-ins
C-Walk-ins
Each category of guest will be handled differently at check-
Each category of guest will be handled differently at check-
in, according to the differences in reservation status.
in, according to the differences in reservation status.
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6. 2.2. Basic check-in activities
2.2. Basic check-in activities
1. Preparing before guest arrivals
1. Preparing before guest arrivals
2. Receive the guests at the reception
2. Receive the guests at the reception
3. Check Reservation Status
3. Check Reservation Status
4. Room assignment/allocation & Registration
4. Room assignment/allocation & Registration
5. Check the method of payment
5. Check the method of payment
6. Provide Information Service
6. Provide Information Service
7. Issuing the room key and escort the guest
7. Issuing the room key and escort the guest
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8. 1. Preparation before guest
1. Preparation before guest
arrivals
arrivals
Room status and availability
Room status and availability
Expected arrivals list
Expected arrivals list
Guest history record
Guest history record
Expected arrivals with special requests
Expected arrivals with special requests
List of important guests :VIPs, CIPs, SPATs
List of important guests :VIPs, CIPs, SPATs
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9. 2. Receive the guests at the
2. Receive the guests at the
reception
reception
Welcome the guest promptly with a cheerful
Welcome the guest promptly with a cheerful
and pleasant smile.
and pleasant smile.
Warm and sincere greeting
Warm and sincere greeting
Address with the appropriate surname, if
Address with the appropriate surname, if
known
known
Inquire, if he/she has a reservation/walk in
Inquire, if he/she has a reservation/walk in
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10. 3. Check Reservation Status
3. Check Reservation Status
A. For guests with reservation:
A. For guests with reservation:
Verifying Guest’s Identity
Verifying Guest’s Identity
Check the system for the reservation If guest
Check the system for the reservation If guest
made a reservation
made a reservation
Ask for the remaining information
Ask for the remaining information
Check on your PMS
Check on your PMS
Cross check the detail
Cross check the detail
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11. Group Check in
Group Check in
During group check in:
During group check in:
FoA should organize every activities before
FoA should organize every activities before
groups’ arrival
groups’ arrival
Registration cards should be printed before
Registration cards should be printed before
their arrival
their arrival
Rooms also assigned before their arrival
Rooms also assigned before their arrival
Key card are activated before their arrival
Key card are activated before their arrival
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12. B. For guests without
B. For guests without
reservation/walk ins:
reservation/walk ins:
Check the room availability
Check the room availability
Ask the guest the type room he/she wants
Ask the guest the type room he/she wants
If available, continue the process of check in.
If available, continue the process of check in.
If the room is not available, apologize &
If the room is not available, apologize &
suggest other option
suggest other option.
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13. 4. Room assignment and
4. Room assignment and
registration
registration
A) Room assignment and registration for
A) Room assignment and registration for
expected arrivals:
expected arrivals:
The room rate for expected arrivals (i.e.
The room rate for expected arrivals (i.e.
guests with reservations)is agreed by the guest
guests with reservations)is agreed by the guest
when the reservation is made.
when the reservation is made.
B) Room assignment & registration for Walk-
B) Room assignment & registration for Walk-
in guests: after availability confirmation &
in guests: after availability confirmation &
guests’ choice.
guests’ choice.
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14. Registration
Registration
The registration card may be printed from PMS
The registration card may be printed from PMS
or prepared manually.
or prepared manually.
The receptionist will ask the guest to complete
The receptionist will ask the guest to complete
and sign a registration form and will check these
and sign a registration form and will check these
details, check for discrepancies
details, check for discrepancies
Copy of ID card/passport/driving license is
Copy of ID card/passport/driving license is
attached with registration form.
attached with registration form.
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15. Pre-arrival registration
Pre-arrival registration
May be done during busiest times.
May be done during busiest times.
Pre-print all the guest’s details on a registration
Pre-print all the guest’s details on a registration
card prior to their arrival.
card prior to their arrival.
Guests then has to do is check that the details are
Guests then has to do is check that the details are
correct, sign the card and receive their key.
correct, sign the card and receive their key.
It commonly done for checking-in large
It commonly done for checking-in large
numbers of guests simultaneously, e.g. groups,
numbers of guests simultaneously, e.g. groups,
tours or conference delegates.
tours or conference delegates.
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17. 5. Checking the method of
5. Checking the method of
payment
payment
It is important to confirm the method of
It is important to confirm the method of
payment at the time of the guest’s arrival,
payment at the time of the guest’s arrival,
especially so for any walk-in guests.
especially so for any walk-in guests.
This precaution helps to prevent
This precaution helps to prevent
embarrassment to the guest at check-out, as
embarrassment to the guest at check-out, as
well as preventing walk-outs.
well as preventing walk-outs.
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18. Method of payments
Method of payments
The most common methods of payments
The most common methods of payments
accepted by hotels are:
accepted by hotels are:
Cash
Cash
Personal checks
Personal checks
Credit cards/Visa cards
Credit cards/Visa cards
Direct billing
Direct billing
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19. 6. Provide Information
6. Provide Information
Service
Service
The receptionist is responsible for informing
The receptionist is responsible for informing
guest about the facilities and complimentary
guest about the facilities and complimentary
services offered by the hotel, rules/policies
services offered by the hotel, rules/policies
of the hotel, extension numbers, etc.
of the hotel, extension numbers, etc.
This helps the guest to familiarize about the
This helps the guest to familiarize about the
hotel facilities and also to increase the sale.
hotel facilities and also to increase the sale.
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20. 7. Issuing room keys and
7. Issuing room keys and
escorting the guest
escorting the guest
After registering and room assignment, a
After registering and room assignment, a
guest is issued a key to the room.
guest is issued a key to the room.
The bell boy may help the customers and
The bell boy may help the customers and
show/escort to their rooms.
show/escort to their rooms.
Wish a good time for guests
Wish a good time for guests
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21. Handling Special Requests
Handling Special Requests
If the guest has special requirements such as
If the guest has special requirements such as
a cradle for a baby(baby coat), extra bed,
a cradle for a baby(baby coat), extra bed,
room decoration, extra blanket, wake up call,
room decoration, extra blanket, wake up call,
late checkout and alike, the front office staff
late checkout and alike, the front office staff
is obliged to fulfill the request on time
is obliged to fulfill the request on time
according to hotel’s policy.
according to hotel’s policy.
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22. Handling Early
Handling Early
arrivals/check-ins
arrivals/check-ins
If a guest is checking-in earlier than expected,
If a guest is checking-in earlier than expected,
there may be no rooms ready for occupation.
there may be no rooms ready for occupation.
Understand that this situation is frustrating for
Understand that this situation is frustrating for
guests, and make every effort to make them feel
guests, and make every effort to make them feel
welcomed.
welcomed.
Contact HK department to put a 'rush'/priority
Contact HK department to put a 'rush'/priority
on preparation of the allocated room
on preparation of the allocated room
Register the guests
Register the guests
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23. Handling Early
Handling Early
arrivals/check-ins…
arrivals/check-ins…
Inform them, that their room is not yet available with
Inform them, that their room is not yet available with
an apology & Put their luggage into storage.
an apology & Put their luggage into storage.
Inform that it will be taken to their room as soon as it
Inform that it will be taken to their room as soon as it
is available.
is available.
Direct guests to places where they can wait
Direct guests to places where they can wait
comfortably and/or access refreshments and
comfortably and/or access refreshments and
entertainments:
entertainments:
Give them a time to return to reception to collect their
Give them a time to return to reception to collect their
room key, or arrange for them to be informed.
room key, or arrange for them to be informed.
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24. What are show rooms?
What are show rooms?
Most of the time, newly arrived guests want
Most of the time, newly arrived guests want
to see the hotels’ room design and facilities
to see the hotels’ room design and facilities
before decide to register.
before decide to register.
FoAs arrange different room types in order
FoAs arrange different room types in order
to show such kind of guests.
to show such kind of guests.
Those rooms prepared by FoAs to show the
Those rooms prepared by FoAs to show the
guests are called show rooms.
guests are called show rooms.
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25. Maintaining resident guest
Maintaining resident guest
records
records
Records during reservation some times cannot
Records during reservation some times cannot
accurately show guest movements.
accurately show guest movements.
Discrepancies may exist between the
Discrepancies may exist between the
reservation reports and the actual guest
reservation reports and the actual guest
movements because of the possibility of:
movements because of the possibility of:
guests’ preference, No-shows or late
guests’ preference, No-shows or late
cancellation of bookings.
cancellation of bookings.
In this case, FoA should maintain records.
In this case, FoA should maintain records.
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26. Amendments to resident
Amendments to resident
guest records
guest records
Amendment may also need to be amended
Amendment may also need to be amended
during their stay because of any change in:
during their stay because of any change in:
Room type or number and Meal plan
Room type or number and Meal plan
Departure date
Departure date
Room rate
Room rate
Number of guests (e.g. when a businessman
Number of guests (e.g. when a businessman
may be joined by his wife)
may be joined by his wife)
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27. Amendments to resident
Amendments to resident
guest records
guest records
When the records have been amended, other
When the records have been amended, other
sections and departments have to be notified
sections and departments have to be notified
immediately.
immediately.
Provide up-to-date information
Provide up-to-date information
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28. Selling the hotel services
Selling the hotel services
It is likely many of the guests are not aware of
It is likely many of the guests are not aware of
the various services and facilities available
the various services and facilities available
when they arrive at the hotel.
when they arrive at the hotel.
Thus, another important duty of the reception
Thus, another important duty of the reception
staff is to explain to guests the various types of
staff is to explain to guests the various types of
accommodation and the other hotel facilities,
accommodation and the other hotel facilities,
and to encourage them to purchase them during
and to encourage them to purchase them during
their stay.
their stay.
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29. Selling the hotel services …
Selling the hotel services …
This up-selling significantly increases the
This up-selling significantly increases the
revenue to the hotel.
revenue to the hotel.
So, reception staff promote sales by:
So, reception staff promote sales by:
Encouraging guests to use the full range of
Encouraging guests to use the full range of
the hotel services (e.g. spa, business centers,
the hotel services (e.g. spa, business centers,
coffee shops, bars, and so on).
coffee shops, bars, and so on).
Suggesting an upgrade in accommodation.
Suggesting an upgrade in accommodation.
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30. Salesmanship of reception
Salesmanship of reception
staff
staff
Product knowledge: thorough knowledge of
Product knowledge: thorough knowledge of
your hotel and its products, including room
your hotel and its products, including room
types, rates, and all of the facilities or
types, rates, and all of the facilities or
services available and suggesting.
services available and suggesting.
Willingness to sell: be willing to give guests
Willingness to sell: be willing to give guests
your full attention and to offer assistance and
your full attention and to offer assistance and
knowledgeable advice whenever it is needed.
knowledgeable advice whenever it is needed.
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31. Salesmanship of reception
Salesmanship of reception
staff…
staff…
Communication skills: be able to listen, observe,
Communication skills: be able to listen, observe,
communicate and establish the needs of a guest.
communicate and establish the needs of a guest.
You must be able to ask appropriate questions
You must be able to ask appropriate questions
and discuss with guests the type of services that
and discuss with guests the type of services that
best suit their needs.
best suit their needs.
Selling techniques: guests are persuaded to
Selling techniques: guests are persuaded to
purchase the hotel products without feeling that
purchase the hotel products without feeling that
they are being pressurizing.
they are being pressurizing.
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32. Some useful techniques in
Some useful techniques in
selling hotel facilities
selling hotel facilities
Reception staff may promote sales of hotel
Reception staff may promote sales of hotel
services by employing certain useful selling
services by employing certain useful selling
techniques(Suggestive selling)
techniques(Suggestive selling)
Offering alternative: involves 2 strategies:
Offering alternative: involves 2 strategies:
The top-down technique(guests whose prime
The top-down technique(guests whose prime
concern is comfort rather than cost)
concern is comfort rather than cost)
The bottom –up technique (cost sensitive guests)
The bottom –up technique (cost sensitive guests)
Avoid applying too much pressure on guests.
Avoid applying too much pressure on guests.
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33. Customer Care principles of FO
Empathy
Empathy
Enthusiastic
Enthusiastic
Ownership
Ownership
Responsibility
Responsibility
Adaptability
Adaptability
Balance
Balance
Team Work
Team Work
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