Reception lesson 3
- 1. © Ezzy Digital Learning 2020
- 2. Handling Guests’ Extension of Stay Lesson 3 © Ezzy Digital Learning 2020
- 3. Learning objectives By the end of the lesson, you will be able to understand flow of service in handling guests’ extension of stay and use the expressions and terminologies needed. © Ezzy Digital Learning 2020 © www.freepik.com
- 4. Introduction Handling guests’ request of extension of stay is a possibility to get more room revenue by extending their period of stay. © Ezzy Digital Learning 2020 © www.freepik.com
- 5. Flow of service The first thing a Receptionist or Front Desk Agent may do is checking the availability on the original check-out day. The room availability is the answer to directly process the guests’ extension of stay request. © Ezzy Digital Learning 2020 © www.freepik.com
- 6. Flow of service Relating to that basic consideration, there are some points to be highlighted, such as: • Making sure whether the property has an expected arrival (check-in) in that occupied room on the guests’ check out day, as well as ensuring if the expected arrival is confirmed or late. • Finding out the status of the current guest and the status of the expected guest. Some guests are in VIP status, in this case a Receptionist or Front Desk Agent may use their common sense to decide that which guest is possibly moved or assigned to other room. • Considering the room rate being charged for the current guest and/or for the expected arrival guest. This is important to decide which guest to be moved or assigned to other room (other room type). If the room is not available, this may be used to consider which guest that needs an upgrade to the next room category. © Ezzy Digital Learning 2020
- 7. Flow of service If there is no expected check-in, the room which the guests are currently staying is available for extension and, next, a Receptionist or a Front Desk Agent should extend the guests’ room key, and also make sure the deposit covers incidental charges. © Ezzy Digital Learning 2020 © www.freepik.com
- 8. Flow of service However, if the room which is currently occupied by the guest is not available for extension, or there is not any same room type available on the guest check-out date, the option that a Receptionist or a Front Desk Agent may take is doing up- selling. By this stage, having a good skill in explaining room category which includes each benefit and advantage get by the guest is a must that a Receptionist or a Front Desk Agent to have. On the other hand, where there is no agreement with the guest because of limited budget on travelling or unmatched room features towards his/her expectation, there will be down-selling. © Ezzy Digital Learning 2020 © www.freepik.com
- 9. However, if there is no agreement with the guest, either it is because of the guest do not prepare that much budget on travelling or because of the room features does not match with his/her expectation, the other option that should be done is, of course, down-selling. By which the option we have given to the guest is agreed, then the extension of stay request may follow up accordingly. Flow of service © Ezzy Digital Learning 2020 © www.freepik.com
- 10. Flow of service After all the process on the deposit and extending room key, it is important for the Receptionist or Front Desk Agent to make sure that the extension of stay process has been updated in the Property Management System (PMS) while do not forget to wish guest to have a wonderful stay ahead. © Ezzy Digital Learning 2020 © www.snappms.com
- 11. Expressions in handling guests’ extension stay On the next slides are several expressions that might be used by the front office staff to handle guests’ extension of stay by the Receptionist or Front Desk Agent. © Ezzy Digital Learning 2020
- 12. Greeting / welcoming guests © Ezzy Digital Learning 2020 • “Good morning/Afternoon/Evening, (mention the guest’s name when known), my name is………, how may I assist you?” (wait for the guest’s response) (check the guest’s check-out date) (for an extension stay request, check if the property has an Expected Arrival in that room on the date needed) • If there is no Expected Arrival available blocked in that room, then the extension of stay request can be processed by following up certain things on the next slides. © www.freepik.com
- 13. Checking room availability © Ezzy Digital Learning 2020 “Mr….(mention the guest’s name), allow me to check the room availability on your check-out day” (if the room that he/she is currently staying is not available for extension, then the Receptionist or Front Desk Agent may offer another room or another room type) (on this stage it is suggested to do up-selling) (if it is not possible to do up-selling, a down-selling is another option to do, it is in order to still achieve additional room revenue) © www.es.skytouchtechnology.com
- 14. Processing extension stay request © Ezzy Digital Learning 2020 • “Mr….(mention the guest’s name), you are lucky that we have an availability of the room you are currently occupying, so that we may just process your extension stay request” • “As your deposit is still covering your room and incidental charges, I will not assist you to add the deposit, and I will just assist you to extend your room key by using our Key Encoder Machine” • “May I have your room key, please?” (process to extend guest’s room key) © www.abcnews.go.com
- 15. Processing extension stay request © Ezzy Digital Learning 2020 NOTE: If the reservation of the previous room made by the guest through Travel Agent (or third party), the follow-up action a Receptionist or a Front Desk Agent may do is creating a new room reservation on his/her check-out day. On the other hand, the second thing a Receptionist or a Front Desk Agent may do is asking the guest to do check-out on his/her original check-out date and check-in again on his new check-in day (new room reservation).© www.hospitality-school.com
- 16. After extension of stay request process © Ezzy Digital Learning 2020 • “Your room key has been extended, and you may use it during your new period of stay “ • “Is there anything else I may assist you with, Mr…./Ms….? (if there is no more assistance needed by the guest, close the assistance to the guest may be proceeded) • “Thank you and have a great day Mr…./Ms….” © www.tutorialspoint.com