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Front Desk Procedures

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Ginger Feyen Yaudas

As a front desk agent, you will act professionally and cater to guests to ensure positive experiences. Standard procedures include verifying reservations, collecting payment, checking guests in and out, and handling cancellations, extensions, and other changes according to policies. Situations may occasionally require critical thinking within policy guidelines, and you should contact management as needed.

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Front Desk Procedures 1 Information provided below includes, but is not limited to, front desk procedures you have received during training both in ChoiceUniversity and during live desk training. The procedures listed here are our standard hotel policies and act as a general guide as to how things are to be handled by our guest services representatives. As with any guideline procedures from time to time there may be situations that call for or allow critical thinking and actions taken that build upon the policies listed below. When situations such as this arise contact management or notify your shift relief and coworkers via your shift email. You will always use the policies listed below. As a front desk Guest Services agent you will always act and carry yourself in a professional, courteous, and respectful manner while on hotel property whether you’re on the clock or not. Cater to the guest in any way possible within reason to make their experience a positive one. If you see something that needs to be done, do it. You may be the only interaction a guest has with our staff or the only interaction at all, make it a good one. Reservations: Reservations are made by clicking the blue “Create Reservation” icon on the ChoiceAdvantage home page or from any screen by clicking on ‘Create’ then Reservation. All fields with asterisk are required and every reservation must be held with a credit card unless prior approval is granted by management. At end of call, verify their dates, room type, rate, and email if applicable as well as remind guests that they have until 6pm of the arrival date to cancel without penalty. Ensure information is correct and ask helpful questions if need be. (Did you get a hint that they may need a handicap room? If so, is the standard handicap room suitable, do they need a roll-in shower, or is it simply a room near the elevator or on the first floor an appropriate accommodation?) If you get the impression at all that someone else will be paying for the room explain our policy about an outside entity paying for it and offer to fax/email them a form before their stay to make the process go more smoothly. Whenever possible get an email address on file for them or verify the existing. *Check-in time begins at 2pm and guests will not be considered a late C/I until 2am. 6pm Guarantee: At 6pm, via your Arrivals List, authorize all cards on file for reservations due to come in for 1 night’s stay plus 20% authorization. The systemhas already done the math for you. Go to Guest Folio thenViewAuthorization Center.The amountthe systemwill attempttoauthorize isinthe ‘AdditionalAuthorization’column. ClickAuthorize.If the card isgoodfor the full amountitwill automaticallysendyoubacktothe guestfolioscreen.If the carddidnot authorize forthe necessary amountyou will getapinkwarningbar across the top of the screen.In thiscase the reservationneeds to be cancelled.Printthe cancellationconfirmationand place inauditstackfor the current businessday.
Front Desk Procedures 2 If the guestarriveslaterandwe still have a roomavailable,youmayreinstate thisreservationwitha validformof payment. Cancellationsand Date Changes:Printall reservationsthatare cancelledandhandwrite notesif necessary(if there are special circumstances) andfilewithcurrentbusinessday’sauditpaperwork. Input the caller’sname inthe systemwhenpromptedwhencancellingthe reservation.Cancellationsmaybe reinstatedif needbe andif the room/roomtype isstill available. If a guestrequeststochange theirreservationarrival ordeparture date theymaydoso without penalty if theymade the reservationdirectlythroughusorChoice (CRS).However,if the reservationwas prepaidnoeditsmaybe done solely byus.The guestmust be instructedtocontact the customerservice representativesof the thirdpartyentitythatwas usedto bookreservationandtookpayment.These situationsvaryanda representativemaycall ourpropertyto requestthe change whichmaybe granted but norefundwill be given;the thirdpartyentityneedstofax or email thischange inwritingtouswhen applicable/available;and/ordate changes maybe made but no refund givenforthe difference. CreditCard Authorizationand forms: A Credit Card Authorization Form must be obtained whenever a person or business is paying for any part of a guests’ stay and that person will not be a registered guest. CC authorization forms can be found in the accordion file under the front desk or as a saved document on either computer. A copy of the credit card and driver license associated with the card are required for complete documentation. The payer must designate the dates allowed to use the authorization and specify which charges they are taking responsibility for. In the case that the CC authorization form specifies that only Room and tax are covered a credit card or cash deposit must be obtained from the registered guest for incidentals. Group Reservations: In the Choice Advantage system click Find, Group Master, and select View All Future Group Masters. Choose which group you need to book a reservation for and select the Reservations tab. On the right select Pickup Reservation and resume normal reservation procedures. Checking in: Guestsmustbe at least21 yearsof age to signfor a hotel room.We will honor underage thirdpartypre- paidreservations. Use yourown best judgmentregardingthe guest.Askyourself:Dotheyseemsuspiciousof beinga troublesome guest?Dotheysmell of marijuanaorheavy of cigarettes? Verifyrate code and rates are correct. Nightlyrates/total paid isnotsharedwithpre-paidthirdparty reservations.(SRTLismade throughExpediabutisnotprepaid; normal 6pmauthorizationperformed; they are allowedcopiesandrate info).
Front Desk Procedures 3 Verifythe I.D.andcredit/debitcardmatch eachother andchange name onreservationwhenapplicable (Choice Privilegememberswill notbe able tochange reservationname andstill earnpoints). Verifythe numberof nightsandmake keysforcorrect numberof nights.Alwaysmake 2keysunless guestrequestsotherwise. Thirdparty reservations rarely come throughwithaccurate addressesandtelephone numbers.Input correct infowhile youhave the IDinyour possession. (Example:anaddressthatreadsNorwalk, ConnecticutisNOTthe guests’address) Collectfull paymentatC/Ifor all stays.Whenpromptedwithuse of debitcard paymentUNcheckthe box that tellsthe systemtochange to cash.We do NOTwant to change paymenttocash unless otherwise applicable (example:they’re leavingcashdepositinsteadof card). If guestis stayingwitha CC authon file,pull authformfrombinderorfax and attach withregcard in bucket.We must verifyif CCauthis goodfor room/tax only,incidentals only,orall charges. Checkthat the guesthas initialedandsignedthe registrationcardasrequired.If the guestbreaksthe rulesandwe do not have initials/signature,we are notallowedtocharge theircard or take theircash deposit. Third Party prepaymentand Check-In: For mostthird-partyprepaymentreservationsprepaymentwillbe postedduringfirstshift.The procedure isstill the same onsecondshiftandemployeeswill needtorefreshtheirarrival listtoview any newreservationsthathave beensentelectronically tothe system. Verifythe reservationisanadvancedpurchase reservation bydeterminingthe rate code usedbylooking at the ‘Plan’queryonthe StayInfotab of the account. (Youmay also do thisby checkingfora 'merchantcard' or 'Expediavirtual card'for example).Note the ‘estimatedtotal cost’ of the staywith taxes(keepitinyourheador write itdown).Go to GuestFolio,clickpostpayment(inthe 'Folio1') and enterthe total cost of the stay.(Everythingelseisalreadyprefilledwiththe merchantcardor virtual card info), thenclick submit. Once the paymentisposted(listedasacreditin parenthesis) youwillnow remove thisthirdpartyCC fromall views(change fromCCto cash).Remove the thirdpartycard fromFolio1 by clickingon ‘Edit Configuration’thenchange methodof paymenttocash and save changes.Youwill performthe same actionson the Folio2 tab and additionallychange the name of the tabto “Guest” or “Incidentals”.Last, remove the merchantcard fromthe Guarantee Infotab on the mainaccount screenbyselectingEdit Guarantee Infoandchangingthe Guarantee to h at the pull downmenu. Afterthisprocessiscomplete,agreendepositiconwillappearonthe arrivalslistnexttothe guest’s name. At checkin,swipe the guest'spersonal CCinthe Guesttab of the GuestFolio(rememberthismayalso be named"INC"or "Folio2") andensure thatit authorizesfor20% of the stay.If itdoesnot you'll get the 'pinkbar of death'for the card declining.Tomake sure the CC authorizedyoucanverify thisby clickingon"ViewAuthorizationCenter"inthe GuestFolio.The authorizedamountwill be inthe
Front Desk Procedures 4 "Existingauth"column. More detailsaboutthiscanbe foundinthe BucketChecksectionof this document. SRTL rate code reservationsare made throughExpediabutare notprepaid.These are to be treatedas an average reservationwithaBARrate code. *Some thirdparty prepaidreservationsmaybe receivedelectronicallywithpaymentalreadytaken before the arrival date.These typeswillnothave amerchantcard andthe actionsstatedabove are not necessary.The paymentpostedwill have beendone by‘AUTO’andthe guests’personal cardwill alreadyexistonthe account. Cash Payment/Cash Deposit: In the case of guestspayingcashfor theirstaytheywill still needtoleave avalidcredit/bankcardonfile to coverthe 20% incidentalsauthorization ora $100 cash deposit.Authorizationsare releasedbackto the guests’personal accountin5-10 [bank] businessdaysonaverage aftertheircheck-outdate.The $100 cash depositisplacedunderthe till andrefundedtothe guestsat the endof the stayif the roomis clearedof damagesand/ormissingitems.Guestroomsmustbe checkedbyhousekeepingorthe front deskclerkonstaff before the cash depositisreturned.If there are damagesormissingitems,thismust be toldto the guestandit isexplainedtothemthattheirdepositwill be usedtocoverthese incidental costs.Guestshave agreedto pay anyand all charges accrued duringtheirstayupon signingthe registrationcardat check-in. *A validcredit/bankcard matchesthe registeredguest’sIDbyname.Cardsstating‘ValuedCustomer’, ‘GiftCard’,and/or ‘ValuedCardMember’,andof the like will notbe accepted. 4th ShiftArrivals: For guestscheckinginafterauditbutbefore 7am guests will be chargedforthe priorbusiness day/evening.Youmustmanuallypostthe roomcharge for the nightpriorat C/Iand notifyguestthatif theirstayis onlyfor“1” nightthey will needtoC/Obynoon that day. Forexample:A guestarrives at 5am on May 2nd butaudithas alreadybeenrun.Youmay check thisguestinand manuallypostroom charge withcommentstoinclude “prior7amC/I 5/1/2015”. Thisway it’sclearto the guestas well as otherdeskclerkswhatthe charge wasfor. Inthis example the guestwouldneedtoC/O7 hourslaterat noonand the numberof nightsis“0”. CLC: Whencheckingina Corporate LodgingCard guest, attaina copy of the driver’slicense andCLCcard to file withregcard. Verifythatthe ‘CompanyProfile’field andDirectBill paymentinfolistsCorporate Lodging. Verifythatif itis a single guestthattheyhave the single LCORP rate of $56.99 or for roommatesarate of 61.99. Aftercheckingthemintothe Choice Advantage system,findthe C/Itime (viaViewChanges) and note thison the regcard. Log intoCLC systemandcheckthemin usingtheirCLCnumber,name,and exacttime of C/I.Screenprintthe ‘check-insuccessful’page andfile withregcard.
Front Desk Procedures 5 There isa small windowof time allottedtocheckina CLC guestto the CLC systemwithoutpenalty. Checkthemintothe CLC systemduringyourcurrent shifttoavoidpenalties. If we have a CLC guestwithoutaCLC card theymusthave a pendingCrewFaxinthe CLCsystem.We will normallyreceive aCrewFax formviafax aswell butonlyneedone orthe other. *Check-intime beginsat2pmand guestswill notbe consideredalate C/Iuntil 2am. **Early C/I ispossible onafirstcome,first serve basisbutnot guaranteed.EarlyC/Imaybe done if we have a room cleanand readybutis the prerogative of 1st shiftand/ormanagementdependentuponour volume in/outthatday. ***ALL guestsmusthave at least20% of the stay authorizationonaccountin systemor$100 cash depositundertill.If there isnoauthorizationor$100 cash depositdoNOTgive the guestkeys.Evenif there ispaymentforthe stay, if we do nothave authorizationorcash deposititisnotconsideredas havingfull payment. Checkingout: Verifyrate code and rates are correct. Nightlyrates/total paidisnotsharedwithpre-paidthirdparty reservations.(SRTLismade throughExpediabutisnotprepaid;theyare allowedcopiesandrate info). Thirdparty guestsdoNOT receive areceipt/foliofromusbecause theydidnotpayus,theypaidthe bookingagency. Verifyfoliobalance is$0 and/orpost adjustmentforanearlydeparture if applicable. Attach regcard ontop of folioasusual andfile incurrentday’sauditstack. CLC check-outs: For CLC C/O,file inCLC tray.These will be pulledonaweeklybasiswhenthe CLCsettlementis performed. You will needtoalsocheckitout of the CLC systemwiththe exactdate and time.There isno needtoguess,thisinformationcanbe foundin‘View Changes’ oronthe printedfolio.Checking out a CLC guestfromthe CLC systemisnotmandatory,but itis helpful.Atthe least,fileitinthe correct tray aftercheckingoutof ChoiceAdvantage system. Late Check-outs: Late C/Oare grantedon 1st shiftonly.Diamondmembersmaybe grantedaslate as 2pm C/O.Choice Goldand Platinummembersmaybe granted1pmC/O dependentonoccupancyoutgoingvs.incoming (typicallythisdecisionisleftforthe morningdeskcrew also). If/Whenalate C/O isgranted,add a note inHK Centerand/ornotifythe appropriate housekeeperof the time thisguestisexpectedtoleave.Insome casesthe decisiontoroll the roomoverto the next cleaningdaymaybe made.If thisapplies,note thisaccordinglyinthe HKCenternotes. PM C/O:
Front Desk Procedures 6 Manuallypostthe room charge to folioandinputcommentas‘PMC/O…’and the current date.Verify foliobalance is$0 and/or postadjustmentforanearlydeparture if applicable. If earlydeparture applies,comment‘earlydeparturex#of day(s)’incommentfieldwhenpostingthe adjustment. In the HousekeepingCenteraddanote statingPM C/O.Also,make a workorderto put the room Out Of Orderx1 day for cleaning. Attach regcard ontop of folioasusual andfile incurrentday’sauditstack. Extensionsand Early Departures: Guestsmay extendtheirstaythroughusas longas itis nota third-partyreservation.Allthirdparty reservationsare onlyvalidforthe durationof time electronicallysenttousvia the bookingagency.If a third-partyguestwouldliketoextendtheirstaya new reservationmustbe made forthembyeither bookinganotherreservationonline orbythe frontdeskstaff makinga new reservationforthem. Guestsmay checkout earlyif theychoose todo so but because we take full paymentatcheck-inan adjustmentmayneedtobe posted.Forregularreservations,youwill postanadjustmentforthe full amountthat isleftas a balance [inparenthesis] of unusednightsbacktothe original formof payment. (Be careful to followthe rulesforaPMC/O whenapplicable.) The note inthe commentfieldneedsto state ‘earlydeparture x?days’. If a thirdparty guestneedstoleave earlierthantheiroriginallybookedstayarefundisnotgiven.In these cases,youwill postacharge for eachindividualnight(note the date inthe comments) the guestis no longerstayingwithus. Be mindful of anyrate changesthat may have beenscheduledforthe remainderof the stay. Multi-partreservations: Thisdescriptiondoesnotgive instructiontohandlingduplicate reservations. The reasonsforguests bookingmulti-partreservationsvarydue todiscountedratesorspecial dealsavailableora change of plans. Multi-partreservationsoccurwhena guesthasbookeda stay usingtheirrewardpointsorviaa third party bookingsite andneedtostaylongerthanoriginallybooked.Multi-partreservationsmaybe throughthe same bookingavenue ortheymaydiffer.Forexample,aguestbookedapre-paid reservationviaExpediafor3 nightsandtheymade a separate reservationforthe consecutivenights afterthe Expediastayexpires.Incasessuchas thisitis helpful if youaddacommentinthe ‘Special Request’fieldof the reservationsstating“Part1of2” and“Part 2of2” and soon as applicable. Anotherexamplewouldbe if aguestbookedviaathirdparty site (orusingpointsviaChoice Reservation System) butneedstostaylongerthananticipatedandbooksan additional stayviathe frontdesk.We may notalwaysbe able to match the same discounttheyreceivedonline. In eithersituationthe guestischecked-outof one reservationandbackintothe systemwiththe new reservationonthe appropriate dates.Whenwe know thatthe guesthasmulti-partreservationsitis
Front Desk Procedures 7 more convenienttoboththe guestandthe hotel tohave themsignthe registrationformandmake keys at the time of check-inof theirfirstreservationbeingused. In the eventaguesthas reservationsforconsecutive days,theywill needtobe checkedoutandchecked back into the system. Choice PrivilegesGuestSign-Up: To signa guestupfor Choice Privilegesgotothe ‘GuestInfo’tab of the reservationandclickonthe blue box “Enroll inChoice Privileges”.Thiswill take youtoa new screenwiththe guest’sinformation.Askthe guestfor theiremail addressandfill inthe appropriatefield.Scrolldowntothe bottomof thisform and enteryourownChoice privilegesmemberID toreceive creditforsigningsomeone up(thisisnota mandatoryor requiredfield).Atthe bottomrightof the formclicksubmitanda new screenwill appear withthe guest’smemberID.Write thisnumberdownforthemonthe temporaryChoice Privileges membercardsprovidedatthe front deskandpointout to themthatthere is a separate numberfor reservationsandcustomerservice.Pointswillreflectwithin72 hoursof check-outaftereachstay. Stay upto date withthe currentpromotionsChoice isofferingaswell asthe basicinformationand knowledge necessarytogive gueststhe mostaccurate information. Rate Codes: Beingaware of a reservation’s rate code isneededtoensure the correctmonetaryamountof the rate and otherdetails are inputted,orhave come throughtous electronically, correctly. Verifythe reservationisanadvancedpurchase reservationbydeterminingthe rate code usedbylookingatthe ‘Plan’queryonthe Stay Infotab of the account. Whenin doubt,fromthe mainreservation account screen(stayinfotab) clickthe ‘search’buttonat the IATA field. Some examplesof commonrate codesare [butnot limitedto]: BAR (BestAvailableRate) SGM or LSTATE (Government/Military Rate– based on are lodging perdiem) LADV/2;SAPR1/1R/1B/2/2R/2B (AdvancePurchase;distributed via ChoiceHotels.com,Expedia Inc., Booking.com) SCR;SPC;SNP;SC5;SC10; SC15; SN15 (Corporateratesdistributed via ChoiceHotels.com) S3A (AAA);SSC(SeniorRate) (discounted rates) SRD (ChoicePrivleges Reward Nights) SED (ChoiceEmployeeDiscount – mustbe verified) LEXP/LEXP2(Pre-paid – Online Travel Agenciessuch as: Expedia.com,Hotels.com,Travelocity.com,etc.; Reservations cannot be cancelled by guest) SRTL (NOTPre-paid – Online Travel Agenciessuch as: Expedia.com,Hotels.com,Travelocity.com,etc.; Reservations cannot be cancelled by guest ) LNET/LNET2 /SAGOD/LOPQ(Onlinetravelagencies such asOrbitz.com,MarkTravel Web,Priceline.com, Travelweb;Reservationscannotbecancelled by guest) *SRD rates are staysguestshavechosen to bookusing theirreward pointsand the guaranteeand paymentissubmitted asDirect Bill. Before theguest is checked in there are two fields thatmust befilled in. First, in the PaymentInfo tab thepayment should belisted as Direct Bill and the Direct Bill Account
Front Desk Procedures 8 field needsto be filled in with‘ChoicePrivileges’. Second,on theStay Info tab (themain accountscreen), the Company Profilefield mustbe filled in as‘ChoicePrivileges’ aswell. Room Moves: Whenperformingaroom move make sure thatroom isof equal or highervalue dependentonsituation and Choice memberstatus.Tryto assignthe new roomnearbyfor guests’convenience. Note roommove inHousekeepingCenterwithreasonwhyonthe roomthat is now vacant. (Example:If youmoved323 to 320 youwouldmake a note on 323 inHK Centerthatstates“room move –bathroom dirty”.) Make a work orderputtingthe roomOut Of Order.Amountof time variesbutonaverage,roomsare placedOOOfor 2 weeks. Move registrationcardinbucketfornewroom and eithermake ahandwrittencorrectionorprinta new reg card for guestwithfreshinitials/signature.The latterispreferred. Also,remembertomake newkeysforthe correct amountof daysof theirstay for thisnew room. Work Orders and HousekeepingCenter: Whena work orderismade anda roomis putOOO, make a note inthe HK Center.Forexample:Inthe HK Centerputa roomnote that states“OOO until 11/27”. Withthisnote,whenthe roomisfixedor comesoff OOOstatus, the roomwill show ‘Vacant/Dirty/none’inthe HKCenterandthisnote tellsus why. Bucket Checks: BucketchecksMUST be performedon every shift. In the ChoiceAdvantagesystemview in-house listbyroomnumberandverifythisinformationmatches your availabilitylog. Afterthisisverifiedalsocompare accuracyof availabilitylogtothe bucketat the frontdesk.Checkevery room slot,notonlythe onesexpectedtohave areg card. Verifythatall regcards have initialsforrate, no pets,nosmoking,andsignature forpayment.Registrationcardsmustbe inthe correct slot and with the correct dates. If a registrationcardisfoundunexpectedlyresearchthe reasonwhyandtake actionaccordingly.The mostcommon reasonsare:misfiled,itwaspartof a room move,ornot pulledwhenaC/O or PMC/O was done. Usingyour in-house list, make sure all accountshave full paymenttakenfordurationof stay.The exceptionstothisincludeDirectBill accountssuchasCLC or Choice pointsstaysandensure the rate codesreflectcorrectly. Duringthisprocessgo to Guest Folio thenView Authorization Center andverifywe have a20% authorizationinthe ‘ExistingAuth’column.
Front Desk Procedures 9 For auditshift,performbucketcheckbefore auditisruninsysteminanattemptto catch andfix any issuesduringthe same businessdate. Adjustments,Corrections,and Refunds: Whendecidingwhetherornotto do an adjustmentof anysort,determine whythe adjustmentneedsto be done.If anythingseemssuspiciousforanyreasonor amountsdonot add upappropriately;seeka secondopinionfrommanagementand/orthe clerkwhowasresponsible forthe original transaction(s). If you’re You may performstandardadjustmentsforrate changesandearlydepartures.Discountsandanything that isnot a simple ‘blackandwhite’situationmustgetmanagementapproval. Under nocircumstancesare Corrections,refunds,orcomplimentary stays tobe performedotherthanby managementstaff. Damages and MissingItems: Guestsinitial andsigntheirregistrationcardsas agreementandacknowledgementthatwe are a smoke- free property,apetfree property(withthe exceptionof serviceanimals),andtheyare allowingusto postpaymentto theircredit/bankcard.If a guest causesdamagesor hotel propertyismissingfromtheir room,the initialsandsignature onthe registrationcardallowsustopost chargesas necessaryagainst theiraccount.This isone of the mostessential reasonswhygettingthose initials/signatures aswell as authorizationsoneachaccount(before keysare given).Withoutthese priorstepsachievedandinplace, we cannot charge the guestforthese incidentals. Discounts: Discountsare onlygivenbyor approvedbymanagement;noexceptions. No Shows: Before auditis run,verifythatthere isauthorizationforone nightplustax existingonreservation. SRTL reservations,thoughmade throughExpedia,musthave existingauthorization. At shiftrelief,notify1st shiftof any noshowsthat ran throughAudit.1st shiftpoststhese chargeswhen theyrun theirreports. Whenpostingchargesforno showson 1st shift,postno show charge for amountof roomrate onlythen postpaymentviaCC on file.Noshowcharges(penalty) forstandardreservations are forone nightonly. If there is a no showfora thirdparty,prepaidreservation,roomchargesmustbe postedforeach night individuallyforthe durationof the originallybookedstay.Shouldthe thirdpartynoshow guestcome in afterauditis ran,a comp’dstay will be usedanda CC or depositforincidentalswill be puton the newly made reservation(s). Duplicate Reservations: Oftentimesduplicatereservationssimply requireforyou,the deskclerk,touse yourownbest judgment. Duplicatereservationsmayoccurfor the same date or oftena date typicallywithin24 hours
Front Desk Procedures 10 of one another. If youfindthat a guesthas multiplereservationsandsuspectthismaybe unintentional, the courteousapproachis to inquire withthe guestwhetherornotthe reservationisneeded.Insome casesthe inquirywillnotbe necessarybecause youmayknow they infactdo/notneed/wantthe additional reservation(s). If a guestconfirmsthatthere isa duplicate/incorrectreservationbutitisa third-partybooking,the cancellationmustbe done and/orconfirmedbythe bookingsite. For any reservationsrequestingtobe cancelledafterthe 6pmarrival date policy,a penaltywill incur that isone night’srate + tax. If it is before 6pmandthe reservationisnotathird-partyand/oradvance paymentreservation,youmay cancel the extrareservation(s)withthe consentof the guest. ShiftChecklists: Shiftchecklistsare tobe usedby newemployeesuntil consistencywithroutineandfew errorsis achieved.The checklistsmaybe usedwheneverremindersare neededorduring emergencysituations whenmanual operationsare implemented.There isnotaset time line formandatoryuse of checklists but if errorsare occurringregularlytheymustbe utilizedregularlytoguide you. ShiftClose and Drop: Thoughlistedasa stepon the ShiftChecklists,atthe endof everyshiftyoumustclose outyourshift especially if youtook incash payments.Youwill close outyourshiftinthe Choice Advantage systemby goingto Manage,CashierShift,thenenteringthe base $300 plusthe amountyou tookinduringyour shift(thisincludescash,checks,and/orgiftcard payments).Youandyourshiftwill bothcountandinitial the drop envelopeverifyingthatitisdatedand the amountis correct.The shiftdropisput inthe safe by eitherpartyand witnessed. Manual Operations: In the eventof the ChoiceAdvantage systembeinginoperabledue tosystemmaintenance,storms,or otheremergencysituations,manual operationswillbe implemented. Formstouse duringmanual operationscanbe foundinthe binderlabeledassuchat the frontdesk.Use yourshiftchecklistaswell to assistinstayingon taskwithall duties tobe completed duringanormal shiftandto ensure youhave all reportsand informationpossible toperformthese tasks. Whenavailable,printall emergencyreportsatregularintervalsanduse the systemuntil itisnolonger accessible. Once the systemisdownand all operationsare beingdone manually,keepall lists,reports,andother informationasupdatedaspossible bymatchingandverifyingall actionstakingplace suchasarrivals, departures, roommoves,clean/dirty/maintenancerooms,and payments/authorizations. Relaying“numbers” to management:
Front Desk Procedures 11 Alwaysbe preparedtogive accurate numbers(occupancy,sales, etc.) andknow where tofindthis information.The occupancynumberscanbe found byrunningan occupancyreportor byadding togetherthe numberof stayoversandthe numberof arrivalsdue infor the day.To runthe occupancy reportgo to Run, Reports,andselectOccupancySnapshotfromthe TopTen list.Inputthe date(s) you wishto reviewandclicksubmit. Shiftemails:(include butnotlimitedto…) 1st shift:toinclude anybusiness-hoursissuesthatneedtobe followedupon;gueststayextensionsif paymentand/orkeysneed tobe completed;tasksfor2nd or 3rd shifttocomplete;alertothershiftsof possible ongoingissuesorguestcare;otherpertinentinformationandactionsasapplicable. 2nd shift:always includeHousekeepingconfirmations(on/off, viaphone/text);include special notes aboutpossible troublesome guestsorfollow-upthatothershiftsmayneedtobe includedin; note room movesandreason. 3rd shift:note anyerrorsfoundand/orfixedforbusinessday; performnecessaryactionsorinform1st shiftof any multi-partreservations orno-shows. Shiftemailshave replacedthe standardhotel frontdesknotebookcommonlyused.Thisallows communicationtotake place withcoworkerswhomayneedtobe keptin the loopon informationor may be able to addenlightenmenttoanissue beingdiscussedevenwhenthey’re notcurrentlyonshift. Shiftemailsmustbe readthoroughly.Itisencouragedtoresearchanyinformationgiven,evenwhenit doesnotdirectlypertaintoyouor your shiftsothat employeesmayseize the opportunitytolearnfrom, improve on,oravoidmistakes. Thorough,detailed,andconsistentcommunicationiskeytofrontdesk procedures aswell ashotel operationsasa whole toensure all involved,guestsand employees alike, operatesmoothlyonanygiven day. ShiftRelief: Informationmustbe sharedbetweenthe outgoingshiftpersonnelandthe incomingshiftof anythingof significance.Evenif itissharedinthe outgoingshift’semail,one cannotassume thatthe incomingshift will have the availabilitytoopentheiremail andreaditimmediately. ExpressMarket: Inventoryof the ExpressMarketmustbe done eachshift.Inaddition,auditistocreate a dailymaster listinventoryatthe endof theirshiftanda ‘closing’inventorythe followingmorningbythe outgoing auditso that one listcoversa 24 hour period. The masterlistisleftwiththe sale sheetsforthe following clerkon audit. Anythingsold,comp’d,orusedfromthe ExpressMarketmustbe recordedonthe cash or CC salessheets. Sale sheetsare leftwith1st shiftalongwiththe droplogof the previousbusinessday. Individual inventorylogsare insertedwiththe Expressmarketcashenvelope. Lost and Found:
Front Desk Procedures 12 Lost and founditemsare loggedinthe binderatthe frontdeskthentaggedwiththe room number/area found,C/Odate (or date found),name of the personitwasfoundby,and name of personitwas logged by.Itemsare tiedina bag and heldinthe back office (or otherwisedesignatedarea) forat least30 days. After30 daysthe itemsare thrownawayor donatedas applicable. Safety and CCPD: It isthe responsibilityof all shiftstobe aware of theirsurroundingsinandoutof the building.Watching the camera monitors,beingaware of familiarandunfamiliarnoisesinsideandout,andwalkingthe perimeterof the buildingtoknowyourpropertyisimportantindeterminingif anythingneedstobe notedto followingshiftsormanagement. Anytime the police needtobe calledandinvolvedwithone of ourguestsyoumustinform management. If a guestisunable to getkeysfora room(no deposit/auth/etc.) andisrefusingtoleave,inform managementandfollowtheirinstructions.Shouldthe situationescalateandthe police are calledfor escort,conduct,trespassing,etc.managementiseitheralreadyinformedatthispointandhas giventhe approval to call CCPDor managementiscalledimmediatelyafterthisdecisionismade. If you suspectdruguse in a guestroom or on premises,notifymanagementeitherbyphone orina shift email,dependentuponlevel of suspicion.If druguse suspicionisata highlevel of assurance,call CCPD and management.Ineithercase, authorize the CConfile for$150 or up to $150 or verifythatthere isat least$100 cash depositunderthe till. Of course youdo notfeel safe orare concernedforthe safetyof yourself orour guests,call the police. There isno harm inbeingcautious. Personal calls: Thoughpersonal cell phonesare allowedatthe frontdesk,personal callsmustbe limitedtourgent mattersonly.Do nottake/make callsinfrontof guestsand limitcallstolessthan5 minutes.Blue tooth ear piecesandspeakerphone are notallowed atanytime. Leaving the front desk: If you mustleave the frontdeskforany reason,take the cordlessphone withyouandputthe away sign up.Try notto leave the frontdeskunattendedformore than5 minutes,10 minutesmax.The exception ismade fornightauditwhendeliveringfolios. Whena guestrequestssomethingof the frontdeskfromtheirroom, make all attemptstodeliveritto themimmediately.If youwill notbe able todo itimmediately,givethemashorttime frame that they can expectyouto arrive at theirroomor, as a lastresort, offerthattheycan come to you if theydonot wantto wait the 5-10 minutesforyouto come to them. You will needtoleave the frontdesktoshow a roomor the meetingroomtoa potential guest/shopper. Alwaysescortthe guestto dothisso that you’re available foranyquestionstheymayhave.
Front Desk Procedures 13 Cleaningthe Lobby: There isa cleaningchecklistavailable inthe accordionfileatthe frontdesk.Like the shiftcheck-lists, these formsare useduntil the employee learnsaconsistentroutine.The lobbytables,chairs,entry vestibule,ExpressMarket,andelevatorareaare all areas the frontdeskstaff isresponsibletokeep cleanand tidy.Housekeepinghasstandardside workthatiscompletedeachdaysuch as the outside fronttrash can, elevatortrash,andpool and publicrestrooms;thoughif anyof these areasneeds additional upkeepbefore the followingdayitisthe frontdesk’sresponsibilitytocomplete itsothata cleanand safe environmentismaintainedforourguestsandstaff. Smoking: Smoke breaksare to onlybe takenin the back of the buildinginthe designatedareaoutof sightof guestsandwithoutsmoke makingitswayintothe building.Youmayonlytake 2-3 smoke breaksper shiftandonlywhenwe’re notbusy.If a guestcomesto the deskor you receive aphone call,youmust come back inside immediately.If youabuse this privilege,itwillbe takenaway. Wash or sanitize yourhandsandfreshenyourbreathbefore youinteractwithaguest. Dress code: Thoughthisis outlinedinthe employees’new hire paperwork,frontdeskstaff mustwearblackslacks, blackshoes(notsneakers),andeitherauniformshiftwiththe ComfortSuiteslogooraplainblackshirt. Clothingmustbe modest,free of stains,fadingandexcessive wear/aging.Make-up,hair,andjewelry mustremainmodestandnot aidas a distractiontowork,guests,orduties.More detailsare listedinthe newhire paperworkforspecifics. Breaks and Personal Foodand Drinks: Employeesare allowedtobringtheirownfood anddrinksbuttheyare to be labeledwithemployee name and storedinthe employee breakroom.Food/drinksnotlabeledare atriskof beingthrownaway withoutwarning.Expiredorquestionable food/drinkwill be thrownawayimmediately.Employeesare not to eatin frontof guests.Whereveryouchoose toeat/drink,youmustcleanupafteryourselvesand leave the areacleanand as youfoundit. Employeeson2nd and 3rd shiftare allowedtoeatin the breakfastdiningroomaslongas the same rules are practicedforgreetingandbeingavailabletoguestsandarea usediscleanedafteruse.

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Front Desk Procedures

  • 1. Front Desk Procedures 1 Information provided below includes, but is not limited to, front desk procedures you have received during training both in ChoiceUniversity and during live desk training. The procedures listed here are our standard hotel policies and act as a general guide as to how things are to be handled by our guest services representatives. As with any guideline procedures from time to time there may be situations that call for or allow critical thinking and actions taken that build upon the policies listed below. When situations such as this arise contact management or notify your shift relief and coworkers via your shift email. You will always use the policies listed below. As a front desk Guest Services agent you will always act and carry yourself in a professional, courteous, and respectful manner while on hotel property whether you’re on the clock or not. Cater to the guest in any way possible within reason to make their experience a positive one. If you see something that needs to be done, do it. You may be the only interaction a guest has with our staff or the only interaction at all, make it a good one. Reservations: Reservations are made by clicking the blue “Create Reservation” icon on the ChoiceAdvantage home page or from any screen by clicking on ‘Create’ then Reservation. All fields with asterisk are required and every reservation must be held with a credit card unless prior approval is granted by management. At end of call, verify their dates, room type, rate, and email if applicable as well as remind guests that they have until 6pm of the arrival date to cancel without penalty. Ensure information is correct and ask helpful questions if need be. (Did you get a hint that they may need a handicap room? If so, is the standard handicap room suitable, do they need a roll-in shower, or is it simply a room near the elevator or on the first floor an appropriate accommodation?) If you get the impression at all that someone else will be paying for the room explain our policy about an outside entity paying for it and offer to fax/email them a form before their stay to make the process go more smoothly. Whenever possible get an email address on file for them or verify the existing. *Check-in time begins at 2pm and guests will not be considered a late C/I until 2am. 6pm Guarantee: At 6pm, via your Arrivals List, authorize all cards on file for reservations due to come in for 1 night’s stay plus 20% authorization. The systemhas already done the math for you. Go to Guest Folio thenViewAuthorization Center.The amountthe systemwill attempttoauthorize isinthe ‘AdditionalAuthorization’column. ClickAuthorize.If the card isgoodfor the full amountitwill automaticallysendyoubacktothe guestfolioscreen.If the carddidnot authorize forthe necessary amountyou will getapinkwarningbar across the top of the screen.In thiscase the reservationneeds to be cancelled.Printthe cancellationconfirmationand place inauditstackfor the current businessday.
  • 2. Front Desk Procedures 2 If the guestarriveslaterandwe still have a roomavailable,youmayreinstate thisreservationwitha validformof payment. Cancellationsand Date Changes:Printall reservationsthatare cancelledandhandwrite notesif necessary(if there are special circumstances) andfilewithcurrentbusinessday’sauditpaperwork. Input the caller’sname inthe systemwhenpromptedwhencancellingthe reservation.Cancellationsmaybe reinstatedif needbe andif the room/roomtype isstill available. If a guestrequeststochange theirreservationarrival ordeparture date theymaydoso without penalty if theymade the reservationdirectlythroughusorChoice (CRS).However,if the reservationwas prepaidnoeditsmaybe done solely byus.The guestmust be instructedtocontact the customerservice representativesof the thirdpartyentitythatwas usedto bookreservationandtookpayment.These situationsvaryanda representativemaycall ourpropertyto requestthe change whichmaybe granted but norefundwill be given;the thirdpartyentityneedstofax or email thischange inwritingtouswhen applicable/available;and/ordate changes maybe made but no refund givenforthe difference. CreditCard Authorizationand forms: A Credit Card Authorization Form must be obtained whenever a person or business is paying for any part of a guests’ stay and that person will not be a registered guest. CC authorization forms can be found in the accordion file under the front desk or as a saved document on either computer. A copy of the credit card and driver license associated with the card are required for complete documentation. The payer must designate the dates allowed to use the authorization and specify which charges they are taking responsibility for. In the case that the CC authorization form specifies that only Room and tax are covered a credit card or cash deposit must be obtained from the registered guest for incidentals. Group Reservations: In the Choice Advantage system click Find, Group Master, and select View All Future Group Masters. Choose which group you need to book a reservation for and select the Reservations tab. On the right select Pickup Reservation and resume normal reservation procedures. Checking in: Guestsmustbe at least21 yearsof age to signfor a hotel room.We will honor underage thirdpartypre- paidreservations. Use yourown best judgmentregardingthe guest.Askyourself:Dotheyseemsuspiciousof beinga troublesome guest?Dotheysmell of marijuanaorheavy of cigarettes? Verifyrate code and rates are correct. Nightlyrates/total paid isnotsharedwithpre-paidthirdparty reservations.(SRTLismade throughExpediabutisnotprepaid; normal 6pmauthorizationperformed; they are allowedcopiesandrate info).
  • 3. Front Desk Procedures 3 Verifythe I.D.andcredit/debitcardmatch eachother andchange name onreservationwhenapplicable (Choice Privilegememberswill notbe able tochange reservationname andstill earnpoints). Verifythe numberof nightsandmake keysforcorrect numberof nights.Alwaysmake 2keysunless guestrequestsotherwise. Thirdparty reservations rarely come throughwithaccurate addressesandtelephone numbers.Input correct infowhile youhave the IDinyour possession. (Example:anaddressthatreadsNorwalk, ConnecticutisNOTthe guests’address) Collectfull paymentatC/Ifor all stays.Whenpromptedwithuse of debitcard paymentUNcheckthe box that tellsthe systemtochange to cash.We do NOTwant to change paymenttocash unless otherwise applicable (example:they’re leavingcashdepositinsteadof card). If guestis stayingwitha CC authon file,pull authformfrombinderorfax and attach withregcard in bucket.We must verifyif CCauthis goodfor room/tax only,incidentals only,orall charges. Checkthat the guesthas initialedandsignedthe registrationcardasrequired.If the guestbreaksthe rulesandwe do not have initials/signature,we are notallowedtocharge theircard or take theircash deposit. Third Party prepaymentand Check-In: For mostthird-partyprepaymentreservationsprepaymentwillbe postedduringfirstshift.The procedure isstill the same onsecondshiftandemployeeswill needtorefreshtheirarrival listtoview any newreservationsthathave beensentelectronically tothe system. Verifythe reservationisanadvancedpurchase reservation bydeterminingthe rate code usedbylooking at the ‘Plan’queryonthe StayInfotab of the account. (Youmay also do thisby checkingfora 'merchantcard' or 'Expediavirtual card'for example).Note the ‘estimatedtotal cost’ of the staywith taxes(keepitinyourheador write itdown).Go to GuestFolio,clickpostpayment(inthe 'Folio1') and enterthe total cost of the stay.(Everythingelseisalreadyprefilledwiththe merchantcardor virtual card info), thenclick submit. Once the paymentisposted(listedasacreditin parenthesis) youwillnow remove thisthirdpartyCC fromall views(change fromCCto cash).Remove the thirdpartycard fromFolio1 by clickingon ‘Edit Configuration’thenchange methodof paymenttocash and save changes.Youwill performthe same actionson the Folio2 tab and additionallychange the name of the tabto “Guest” or “Incidentals”.Last, remove the merchantcard fromthe Guarantee Infotab on the mainaccount screenbyselectingEdit Guarantee Infoandchangingthe Guarantee to h at the pull downmenu. Afterthisprocessiscomplete,agreendepositiconwillappearonthe arrivalslistnexttothe guest’s name. At checkin,swipe the guest'spersonal CCinthe Guesttab of the GuestFolio(rememberthismayalso be named"INC"or "Folio2") andensure thatit authorizesfor20% of the stay.If itdoesnot you'll get the 'pinkbar of death'for the card declining.Tomake sure the CC authorizedyoucanverify thisby clickingon"ViewAuthorizationCenter"inthe GuestFolio.The authorizedamountwill be inthe
  • 4. Front Desk Procedures 4 "Existingauth"column. More detailsaboutthiscanbe foundinthe BucketChecksectionof this document. SRTL rate code reservationsare made throughExpediabutare notprepaid.These are to be treatedas an average reservationwithaBARrate code. *Some thirdparty prepaidreservationsmaybe receivedelectronicallywithpaymentalreadytaken before the arrival date.These typeswillnothave amerchantcard andthe actionsstatedabove are not necessary.The paymentpostedwill have beendone by‘AUTO’andthe guests’personal cardwill alreadyexistonthe account. Cash Payment/Cash Deposit: In the case of guestspayingcashfor theirstaytheywill still needtoleave avalidcredit/bankcardonfile to coverthe 20% incidentalsauthorization ora $100 cash deposit.Authorizationsare releasedbackto the guests’personal accountin5-10 [bank] businessdaysonaverage aftertheircheck-outdate.The $100 cash depositisplacedunderthe till andrefundedtothe guestsat the endof the stayif the roomis clearedof damagesand/ormissingitems.Guestroomsmustbe checkedbyhousekeepingorthe front deskclerkonstaff before the cash depositisreturned.If there are damagesormissingitems,thismust be toldto the guestandit isexplainedtothemthattheirdepositwill be usedtocoverthese incidental costs.Guestshave agreedto pay anyand all charges accrued duringtheirstayupon signingthe registrationcardat check-in. *A validcredit/bankcard matchesthe registeredguest’sIDbyname.Cardsstating‘ValuedCustomer’, ‘GiftCard’,and/or ‘ValuedCardMember’,andof the like will notbe accepted. 4th ShiftArrivals: For guestscheckinginafterauditbutbefore 7am guests will be chargedforthe priorbusiness day/evening.Youmustmanuallypostthe roomcharge for the nightpriorat C/Iand notifyguestthatif theirstayis onlyfor“1” nightthey will needtoC/Obynoon that day. Forexample:A guestarrives at 5am on May 2nd butaudithas alreadybeenrun.Youmay check thisguestinand manuallypostroom charge withcommentstoinclude “prior7amC/I 5/1/2015”. Thisway it’sclearto the guestas well as otherdeskclerkswhatthe charge wasfor. Inthis example the guestwouldneedtoC/O7 hourslaterat noonand the numberof nightsis“0”. CLC: Whencheckingina Corporate LodgingCard guest, attaina copy of the driver’slicense andCLCcard to file withregcard. Verifythatthe ‘CompanyProfile’field andDirectBill paymentinfolistsCorporate Lodging. Verifythatif itis a single guestthattheyhave the single LCORP rate of $56.99 or for roommatesarate of 61.99. Aftercheckingthemintothe Choice Advantage system,findthe C/Itime (viaViewChanges) and note thison the regcard. Log intoCLC systemandcheckthemin usingtheirCLCnumber,name,and exacttime of C/I.Screenprintthe ‘check-insuccessful’page andfile withregcard.
  • 5. Front Desk Procedures 5 There isa small windowof time allottedtocheckina CLC guestto the CLC systemwithoutpenalty. Checkthemintothe CLC systemduringyourcurrent shifttoavoidpenalties. If we have a CLC guestwithoutaCLC card theymusthave a pendingCrewFaxinthe CLCsystem.We will normallyreceive aCrewFax formviafax aswell butonlyneedone orthe other. *Check-intime beginsat2pmand guestswill notbe consideredalate C/Iuntil 2am. **Early C/I ispossible onafirstcome,first serve basisbutnot guaranteed.EarlyC/Imaybe done if we have a room cleanand readybutis the prerogative of 1st shiftand/ormanagementdependentuponour volume in/outthatday. ***ALL guestsmusthave at least20% of the stay authorizationonaccountin systemor$100 cash depositundertill.If there isnoauthorizationor$100 cash depositdoNOTgive the guestkeys.Evenif there ispaymentforthe stay, if we do nothave authorizationorcash deposititisnotconsideredas havingfull payment. Checkingout: Verifyrate code and rates are correct. Nightlyrates/total paidisnotsharedwithpre-paidthirdparty reservations.(SRTLismade throughExpediabutisnotprepaid;theyare allowedcopiesandrate info). Thirdparty guestsdoNOT receive areceipt/foliofromusbecause theydidnotpayus,theypaidthe bookingagency. Verifyfoliobalance is$0 and/orpost adjustmentforanearlydeparture if applicable. Attach regcard ontop of folioasusual andfile incurrentday’sauditstack. CLC check-outs: For CLC C/O,file inCLC tray.These will be pulledonaweeklybasiswhenthe CLCsettlementis performed. You will needtoalsocheckitout of the CLC systemwiththe exactdate and time.There isno needtoguess,thisinformationcanbe foundin‘View Changes’ oronthe printedfolio.Checking out a CLC guestfromthe CLC systemisnotmandatory,but itis helpful.Atthe least,fileitinthe correct tray aftercheckingoutof ChoiceAdvantage system. Late Check-outs: Late C/Oare grantedon 1st shiftonly.Diamondmembersmaybe grantedaslate as 2pm C/O.Choice Goldand Platinummembersmaybe granted1pmC/O dependentonoccupancyoutgoingvs.incoming (typicallythisdecisionisleftforthe morningdeskcrew also). If/Whenalate C/O isgranted,add a note inHK Centerand/ornotifythe appropriate housekeeperof the time thisguestisexpectedtoleave.Insome casesthe decisiontoroll the roomoverto the next cleaningdaymaybe made.If thisapplies,note thisaccordinglyinthe HKCenternotes. PM C/O:
  • 6. Front Desk Procedures 6 Manuallypostthe room charge to folioandinputcommentas‘PMC/O…’and the current date.Verify foliobalance is$0 and/or postadjustmentforanearlydeparture if applicable. If earlydeparture applies,comment‘earlydeparturex#of day(s)’incommentfieldwhenpostingthe adjustment. In the HousekeepingCenteraddanote statingPM C/O.Also,make a workorderto put the room Out Of Orderx1 day for cleaning. Attach regcard ontop of folioasusual andfile incurrentday’sauditstack. Extensionsand Early Departures: Guestsmay extendtheirstaythroughusas longas itis nota third-partyreservation.Allthirdparty reservationsare onlyvalidforthe durationof time electronicallysenttousvia the bookingagency.If a third-partyguestwouldliketoextendtheirstaya new reservationmustbe made forthembyeither bookinganotherreservationonline orbythe frontdeskstaff makinga new reservationforthem. Guestsmay checkout earlyif theychoose todo so but because we take full paymentatcheck-inan adjustmentmayneedtobe posted.Forregularreservations,youwill postanadjustmentforthe full amountthat isleftas a balance [inparenthesis] of unusednightsbacktothe original formof payment. (Be careful to followthe rulesforaPMC/O whenapplicable.) The note inthe commentfieldneedsto state ‘earlydeparture x?days’. If a thirdparty guestneedstoleave earlierthantheiroriginallybookedstayarefundisnotgiven.In these cases,youwill postacharge for eachindividualnight(note the date inthe comments) the guestis no longerstayingwithus. Be mindful of anyrate changesthat may have beenscheduledforthe remainderof the stay. Multi-partreservations: Thisdescriptiondoesnotgive instructiontohandlingduplicate reservations. The reasonsforguests bookingmulti-partreservationsvarydue todiscountedratesorspecial dealsavailableora change of plans. Multi-partreservationsoccurwhena guesthasbookeda stay usingtheirrewardpointsorviaa third party bookingsite andneedtostaylongerthanoriginallybooked.Multi-partreservationsmaybe throughthe same bookingavenue ortheymaydiffer.Forexample,aguestbookedapre-paid reservationviaExpediafor3 nightsandtheymade a separate reservationforthe consecutivenights afterthe Expediastayexpires.Incasessuchas thisitis helpful if youaddacommentinthe ‘Special Request’fieldof the reservationsstating“Part1of2” and“Part 2of2” and soon as applicable. Anotherexamplewouldbe if aguestbookedviaathirdparty site (orusingpointsviaChoice Reservation System) butneedstostaylongerthananticipatedandbooksan additional stayviathe frontdesk.We may notalwaysbe able to match the same discounttheyreceivedonline. In eithersituationthe guestischecked-outof one reservationandbackintothe systemwiththe new reservationonthe appropriate dates.Whenwe know thatthe guesthasmulti-partreservationsitis
  • 7. Front Desk Procedures 7 more convenienttoboththe guestandthe hotel tohave themsignthe registrationformandmake keys at the time of check-inof theirfirstreservationbeingused. In the eventaguesthas reservationsforconsecutive days,theywill needtobe checkedoutandchecked back into the system. Choice PrivilegesGuestSign-Up: To signa guestupfor Choice Privilegesgotothe ‘GuestInfo’tab of the reservationandclickonthe blue box “Enroll inChoice Privileges”.Thiswill take youtoa new screenwiththe guest’sinformation.Askthe guestfor theiremail addressandfill inthe appropriatefield.Scrolldowntothe bottomof thisform and enteryourownChoice privilegesmemberID toreceive creditforsigningsomeone up(thisisnota mandatoryor requiredfield).Atthe bottomrightof the formclicksubmitanda new screenwill appear withthe guest’smemberID.Write thisnumberdownforthemonthe temporaryChoice Privileges membercardsprovidedatthe front deskandpointout to themthatthere is a separate numberfor reservationsandcustomerservice.Pointswillreflectwithin72 hoursof check-outaftereachstay. Stay upto date withthe currentpromotionsChoice isofferingaswell asthe basicinformationand knowledge necessarytogive gueststhe mostaccurate information. Rate Codes: Beingaware of a reservation’s rate code isneededtoensure the correctmonetaryamountof the rate and otherdetails are inputted,orhave come throughtous electronically, correctly. Verifythe reservationisanadvancedpurchase reservationbydeterminingthe rate code usedbylookingatthe ‘Plan’queryonthe Stay Infotab of the account. Whenin doubt,fromthe mainreservation account screen(stayinfotab) clickthe ‘search’buttonat the IATA field. Some examplesof commonrate codesare [butnot limitedto]: BAR (BestAvailableRate) SGM or LSTATE (Government/Military Rate– based on are lodging perdiem) LADV/2;SAPR1/1R/1B/2/2R/2B (AdvancePurchase;distributed via ChoiceHotels.com,Expedia Inc., Booking.com) SCR;SPC;SNP;SC5;SC10; SC15; SN15 (Corporateratesdistributed via ChoiceHotels.com) S3A (AAA);SSC(SeniorRate) (discounted rates) SRD (ChoicePrivleges Reward Nights) SED (ChoiceEmployeeDiscount – mustbe verified) LEXP/LEXP2(Pre-paid – Online Travel Agenciessuch as: Expedia.com,Hotels.com,Travelocity.com,etc.; Reservations cannot be cancelled by guest) SRTL (NOTPre-paid – Online Travel Agenciessuch as: Expedia.com,Hotels.com,Travelocity.com,etc.; Reservations cannot be cancelled by guest ) LNET/LNET2 /SAGOD/LOPQ(Onlinetravelagencies such asOrbitz.com,MarkTravel Web,Priceline.com, Travelweb;Reservationscannotbecancelled by guest) *SRD rates are staysguestshavechosen to bookusing theirreward pointsand the guaranteeand paymentissubmitted asDirect Bill. Before theguest is checked in there are two fields thatmust befilled in. First, in the PaymentInfo tab thepayment should belisted as Direct Bill and the Direct Bill Account
  • 8. Front Desk Procedures 8 field needsto be filled in with‘ChoicePrivileges’. Second,on theStay Info tab (themain accountscreen), the Company Profilefield mustbe filled in as‘ChoicePrivileges’ aswell. Room Moves: Whenperformingaroom move make sure thatroom isof equal or highervalue dependentonsituation and Choice memberstatus.Tryto assignthe new roomnearbyfor guests’convenience. Note roommove inHousekeepingCenterwithreasonwhyonthe roomthat is now vacant. (Example:If youmoved323 to 320 youwouldmake a note on 323 inHK Centerthatstates“room move –bathroom dirty”.) Make a work orderputtingthe roomOut Of Order.Amountof time variesbutonaverage,roomsare placedOOOfor 2 weeks. Move registrationcardinbucketfornewroom and eithermake ahandwrittencorrectionorprinta new reg card for guestwithfreshinitials/signature.The latterispreferred. Also,remembertomake newkeysforthe correct amountof daysof theirstay for thisnew room. Work Orders and HousekeepingCenter: Whena work orderismade anda roomis putOOO, make a note inthe HK Center.Forexample:Inthe HK Centerputa roomnote that states“OOO until 11/27”. Withthisnote,whenthe roomisfixedor comesoff OOOstatus, the roomwill show ‘Vacant/Dirty/none’inthe HKCenterandthisnote tellsus why. Bucket Checks: BucketchecksMUST be performedon every shift. In the ChoiceAdvantagesystemview in-house listbyroomnumberandverifythisinformationmatches your availabilitylog. Afterthisisverifiedalsocompare accuracyof availabilitylogtothe bucketat the frontdesk.Checkevery room slot,notonlythe onesexpectedtohave areg card. Verifythatall regcards have initialsforrate, no pets,nosmoking,andsignature forpayment.Registrationcardsmustbe inthe correct slot and with the correct dates. If a registrationcardisfoundunexpectedlyresearchthe reasonwhyandtake actionaccordingly.The mostcommon reasonsare:misfiled,itwaspartof a room move,ornot pulledwhenaC/O or PMC/O was done. Usingyour in-house list, make sure all accountshave full paymenttakenfordurationof stay.The exceptionstothisincludeDirectBill accountssuchasCLC or Choice pointsstaysandensure the rate codesreflectcorrectly. Duringthisprocessgo to Guest Folio thenView Authorization Center andverifywe have a20% authorizationinthe ‘ExistingAuth’column.
  • 9. Front Desk Procedures 9 For auditshift,performbucketcheckbefore auditisruninsysteminanattemptto catch andfix any issuesduringthe same businessdate. Adjustments,Corrections,and Refunds: Whendecidingwhetherornotto do an adjustmentof anysort,determine whythe adjustmentneedsto be done.If anythingseemssuspiciousforanyreasonor amountsdonot add upappropriately;seeka secondopinionfrommanagementand/orthe clerkwhowasresponsible forthe original transaction(s). If you’re You may performstandardadjustmentsforrate changesandearlydepartures.Discountsandanything that isnot a simple ‘blackandwhite’situationmustgetmanagementapproval. Under nocircumstancesare Corrections,refunds,orcomplimentary stays tobe performedotherthanby managementstaff. Damages and MissingItems: Guestsinitial andsigntheirregistrationcardsas agreementandacknowledgementthatwe are a smoke- free property,apetfree property(withthe exceptionof serviceanimals),andtheyare allowingusto postpaymentto theircredit/bankcard.If a guest causesdamagesor hotel propertyismissingfromtheir room,the initialsandsignature onthe registrationcardallowsustopost chargesas necessaryagainst theiraccount.This isone of the mostessential reasonswhygettingthose initials/signatures aswell as authorizationsoneachaccount(before keysare given).Withoutthese priorstepsachievedandinplace, we cannot charge the guestforthese incidentals. Discounts: Discountsare onlygivenbyor approvedbymanagement;noexceptions. No Shows: Before auditis run,verifythatthere isauthorizationforone nightplustax existingonreservation. SRTL reservations,thoughmade throughExpedia,musthave existingauthorization. At shiftrelief,notify1st shiftof any noshowsthat ran throughAudit.1st shiftpoststhese chargeswhen theyrun theirreports. Whenpostingchargesforno showson 1st shift,postno show charge for amountof roomrate onlythen postpaymentviaCC on file.Noshowcharges(penalty) forstandardreservations are forone nightonly. If there is a no showfora thirdparty,prepaidreservation,roomchargesmustbe postedforeach night individuallyforthe durationof the originallybookedstay.Shouldthe thirdpartynoshow guestcome in afterauditis ran,a comp’dstay will be usedanda CC or depositforincidentalswill be puton the newly made reservation(s). Duplicate Reservations: Oftentimesduplicatereservationssimply requireforyou,the deskclerk,touse yourownbest judgment. Duplicatereservationsmayoccurfor the same date or oftena date typicallywithin24 hours
  • 10. Front Desk Procedures 10 of one another. If youfindthat a guesthas multiplereservationsandsuspectthismaybe unintentional, the courteousapproachis to inquire withthe guestwhetherornotthe reservationisneeded.Insome casesthe inquirywillnotbe necessarybecause youmayknow they infactdo/notneed/wantthe additional reservation(s). If a guestconfirmsthatthere isa duplicate/incorrectreservationbutitisa third-partybooking,the cancellationmustbe done and/orconfirmedbythe bookingsite. For any reservationsrequestingtobe cancelledafterthe 6pmarrival date policy,a penaltywill incur that isone night’srate + tax. If it is before 6pmandthe reservationisnotathird-partyand/oradvance paymentreservation,youmay cancel the extrareservation(s)withthe consentof the guest. ShiftChecklists: Shiftchecklistsare tobe usedby newemployeesuntil consistencywithroutineandfew errorsis achieved.The checklistsmaybe usedwheneverremindersare neededorduring emergencysituations whenmanual operationsare implemented.There isnotaset time line formandatoryuse of checklists but if errorsare occurringregularlytheymustbe utilizedregularlytoguide you. ShiftClose and Drop: Thoughlistedasa stepon the ShiftChecklists,atthe endof everyshiftyoumustclose outyourshift especially if youtook incash payments.Youwill close outyourshiftinthe Choice Advantage systemby goingto Manage,CashierShift,thenenteringthe base $300 plusthe amountyou tookinduringyour shift(thisincludescash,checks,and/orgiftcard payments).Youandyourshiftwill bothcountandinitial the drop envelopeverifyingthatitisdatedand the amountis correct.The shiftdropisput inthe safe by eitherpartyand witnessed. Manual Operations: In the eventof the ChoiceAdvantage systembeinginoperabledue tosystemmaintenance,storms,or otheremergencysituations,manual operationswillbe implemented. Formstouse duringmanual operationscanbe foundinthe binderlabeledassuchat the frontdesk.Use yourshiftchecklistaswell to assistinstayingon taskwithall duties tobe completed duringanormal shiftandto ensure youhave all reportsand informationpossible toperformthese tasks. Whenavailable,printall emergencyreportsatregularintervalsanduse the systemuntil itisnolonger accessible. Once the systemisdownand all operationsare beingdone manually,keepall lists,reports,andother informationasupdatedaspossible bymatchingandverifyingall actionstakingplace suchasarrivals, departures, roommoves,clean/dirty/maintenancerooms,and payments/authorizations. Relaying“numbers” to management:
  • 11. Front Desk Procedures 11 Alwaysbe preparedtogive accurate numbers(occupancy,sales, etc.) andknow where tofindthis information.The occupancynumberscanbe found byrunningan occupancyreportor byadding togetherthe numberof stayoversandthe numberof arrivalsdue infor the day.To runthe occupancy reportgo to Run, Reports,andselectOccupancySnapshotfromthe TopTen list.Inputthe date(s) you wishto reviewandclicksubmit. Shiftemails:(include butnotlimitedto…) 1st shift:toinclude anybusiness-hoursissuesthatneedtobe followedupon;gueststayextensionsif paymentand/orkeysneed tobe completed;tasksfor2nd or 3rd shifttocomplete;alertothershiftsof possible ongoingissuesorguestcare;otherpertinentinformationandactionsasapplicable. 2nd shift:always includeHousekeepingconfirmations(on/off, viaphone/text);include special notes aboutpossible troublesome guestsorfollow-upthatothershiftsmayneedtobe includedin; note room movesandreason. 3rd shift:note anyerrorsfoundand/orfixedforbusinessday; performnecessaryactionsorinform1st shiftof any multi-partreservations orno-shows. Shiftemailshave replacedthe standardhotel frontdesknotebookcommonlyused.Thisallows communicationtotake place withcoworkerswhomayneedtobe keptin the loopon informationor may be able to addenlightenmenttoanissue beingdiscussedevenwhenthey’re notcurrentlyonshift. Shiftemailsmustbe readthoroughly.Itisencouragedtoresearchanyinformationgiven,evenwhenit doesnotdirectlypertaintoyouor your shiftsothat employeesmayseize the opportunitytolearnfrom, improve on,oravoidmistakes. Thorough,detailed,andconsistentcommunicationiskeytofrontdesk procedures aswell ashotel operationsasa whole toensure all involved,guestsand employees alike, operatesmoothlyonanygiven day. ShiftRelief: Informationmustbe sharedbetweenthe outgoingshiftpersonnelandthe incomingshiftof anythingof significance.Evenif itissharedinthe outgoingshift’semail,one cannotassume thatthe incomingshift will have the availabilitytoopentheiremail andreaditimmediately. ExpressMarket: Inventoryof the ExpressMarketmustbe done eachshift.Inaddition,auditistocreate a dailymaster listinventoryatthe endof theirshiftanda ‘closing’inventorythe followingmorningbythe outgoing auditso that one listcoversa 24 hour period. The masterlistisleftwiththe sale sheetsforthe following clerkon audit. Anythingsold,comp’d,orusedfromthe ExpressMarketmustbe recordedonthe cash or CC salessheets. Sale sheetsare leftwith1st shiftalongwiththe droplogof the previousbusinessday. Individual inventorylogsare insertedwiththe Expressmarketcashenvelope. Lost and Found:
  • 12. Front Desk Procedures 12 Lost and founditemsare loggedinthe binderatthe frontdeskthentaggedwiththe room number/area found,C/Odate (or date found),name of the personitwasfoundby,and name of personitwas logged by.Itemsare tiedina bag and heldinthe back office (or otherwisedesignatedarea) forat least30 days. After30 daysthe itemsare thrownawayor donatedas applicable. Safety and CCPD: It isthe responsibilityof all shiftstobe aware of theirsurroundingsinandoutof the building.Watching the camera monitors,beingaware of familiarandunfamiliarnoisesinsideandout,andwalkingthe perimeterof the buildingtoknowyourpropertyisimportantindeterminingif anythingneedstobe notedto followingshiftsormanagement. Anytime the police needtobe calledandinvolvedwithone of ourguestsyoumustinform management. If a guestisunable to getkeysfora room(no deposit/auth/etc.) andisrefusingtoleave,inform managementandfollowtheirinstructions.Shouldthe situationescalateandthe police are calledfor escort,conduct,trespassing,etc.managementiseitheralreadyinformedatthispointandhas giventhe approval to call CCPDor managementiscalledimmediatelyafterthisdecisionismade. If you suspectdruguse in a guestroom or on premises,notifymanagementeitherbyphone orina shift email,dependentuponlevel of suspicion.If druguse suspicionisata highlevel of assurance,call CCPD and management.Ineithercase, authorize the CConfile for$150 or up to $150 or verifythatthere isat least$100 cash depositunderthe till. Of course youdo notfeel safe orare concernedforthe safetyof yourself orour guests,call the police. There isno harm inbeingcautious. Personal calls: Thoughpersonal cell phonesare allowedatthe frontdesk,personal callsmustbe limitedtourgent mattersonly.Do nottake/make callsinfrontof guestsand limitcallstolessthan5 minutes.Blue tooth ear piecesandspeakerphone are notallowed atanytime. Leaving the front desk: If you mustleave the frontdeskforany reason,take the cordlessphone withyouandputthe away sign up.Try notto leave the frontdeskunattendedformore than5 minutes,10 minutesmax.The exception ismade fornightauditwhendeliveringfolios. Whena guestrequestssomethingof the frontdeskfromtheirroom, make all attemptstodeliveritto themimmediately.If youwill notbe able todo itimmediately,givethemashorttime frame that they can expectyouto arrive at theirroomor, as a lastresort, offerthattheycan come to you if theydonot wantto wait the 5-10 minutesforyouto come to them. You will needtoleave the frontdesktoshow a roomor the meetingroomtoa potential guest/shopper. Alwaysescortthe guestto dothisso that you’re available foranyquestionstheymayhave.
  • 13. Front Desk Procedures 13 Cleaningthe Lobby: There isa cleaningchecklistavailable inthe accordionfileatthe frontdesk.Like the shiftcheck-lists, these formsare useduntil the employee learnsaconsistentroutine.The lobbytables,chairs,entry vestibule,ExpressMarket,andelevatorareaare all areas the frontdeskstaff isresponsibletokeep cleanand tidy.Housekeepinghasstandardside workthatiscompletedeachdaysuch as the outside fronttrash can, elevatortrash,andpool and publicrestrooms;thoughif anyof these areasneeds additional upkeepbefore the followingdayitisthe frontdesk’sresponsibilitytocomplete itsothata cleanand safe environmentismaintainedforourguestsandstaff. Smoking: Smoke breaksare to onlybe takenin the back of the buildinginthe designatedareaoutof sightof guestsandwithoutsmoke makingitswayintothe building.Youmayonlytake 2-3 smoke breaksper shiftandonlywhenwe’re notbusy.If a guestcomesto the deskor you receive aphone call,youmust come back inside immediately.If youabuse this privilege,itwillbe takenaway. Wash or sanitize yourhandsandfreshenyourbreathbefore youinteractwithaguest. Dress code: Thoughthisis outlinedinthe employees’new hire paperwork,frontdeskstaff mustwearblackslacks, blackshoes(notsneakers),andeitherauniformshiftwiththe ComfortSuiteslogooraplainblackshirt. Clothingmustbe modest,free of stains,fadingandexcessive wear/aging.Make-up,hair,andjewelry mustremainmodestandnot aidas a distractiontowork,guests,orduties.More detailsare listedinthe newhire paperworkforspecifics. Breaks and Personal Foodand Drinks: Employeesare allowedtobringtheirownfood anddrinksbuttheyare to be labeledwithemployee name and storedinthe employee breakroom.Food/drinksnotlabeledare atriskof beingthrownaway withoutwarning.Expiredorquestionable food/drinkwill be thrownawayimmediately.Employeesare not to eatin frontof guests.Whereveryouchoose toeat/drink,youmustcleanupafteryourselvesand leave the areacleanand as youfoundit. Employeeson2nd and 3rd shiftare allowedtoeatin the breakfastdiningroomaslongas the same rules are practicedforgreetingandbeingavailabletoguestsandarea usediscleanedafteruse.