Reservation
A request for room accomodations is called a reservation. The Reservation process consist of receiving, documenting, and analyzing such request. The staff, space, equipment, and procedures, that are used to handle this process make up the reservations system.
Regristation, Guest Card, Check in, and Check out.
▹ Check in procedure
• Greeting the arriving guest
Most check occur during the period from mid-afternoon to early evening, arriving at the hotel , guest make their way to the front desk, usually with the assistance of a sign labeled registration posted near the check in counter.
• Guest Regristation
One of the first opportunities for face-to-face contact with a hotel occurs when the guest registers. At this point, all the marketing efforts and computerized reservation systems should come together.
The first step in the guest regristation process is to capture guest data such as name, adress, ZIP code, length of stay, and company affiliation, which are needed during his or her stay after departure.
Guest regristation
procedure
The guest regristation
prodecure involves several
steps that, if followed
accurately, allow management
to ensure a pleasant, efficient,
and safe visit.
• Guest requests to check into the hotel
• Front desk clerk projects hospitality
• Front desk clerk inquires about guest resevation
• Guest completes regristation card
• Front desk clerk reviews completeness of regristation card
• Front desk clerk verifies credit
• Front desk clerk makes room section
• Front desk clerk makes room assignment
• Front desk clerk assigns room rate
• Front desk clerk discusses sales opportunities for hotel products and services with guest
• Front desk clerk provides room only
Determining the method of payment
Next the method of payment must be determined. Usually guest pay their bills at check out by cash or credit card, but, in some instances, the room chargers are billed to a company account. In the case of a company billing, the front desk representative checks with the accounting office or credit department to verify that the company has established a credit account with the hotel.
Room Assignment
After approving the method of payment, the front desk representative locates an available room with the proper rate, type, bedding, and location and makes a room assignment. Room for prepaid reservations are often assigned before guests arrive.
After assigning or confirming the room number, the front desk representative fills in any missing information on the guest folio and gives the room key to the guest. In hotels with electronic locking system, keys must be “programmed” for the proper room door before they are be given. The guest should be shown how to use the room key before leaving the front desk.
Check-Out Procedure
Most check-outs occur in early to mid-morning. The front desk representative greets departing clients with the same enthusiasm and warmth as arriving guests. The guest’s departing experience may form a lasting impression that will become important the next time they need hotel reservation.
If guest folios are arranged on a room rack by room number, the easiest way to retrieve the folio is by asking for the room number. If a computer system is used, the guest record can be retrieved by room number or guest name. When the folio or record is found, the front desk representative should verify the guest name.
A well-trained representative asks guests if their stay was satisfactory. If any complaints are voiced, the representative should first apologize, and then note the problem in the log book.
Presenting The Bill
After verifying the length of the guest’s stay, the representative should confirm that all charges for telephone, food and beverage service, gift shop purchases, and so on, has been posted to the guest account. If any last minute charges were made, for example, the early breakfast not yet posted to the account, the amount should be added to the account at this time.
At some properties, the total charges are calculated manually, using an adding machine, and the machine tape is stapled to a handwritten bill. However, it is more common for a computer to be used to total the charges and print out bill. On the bil, the amount of any advance deposit, prepayment, or voucher is substracted from the charges to determine the balance due. After the final bill, or guest check, is prepared, it’s presented to the guest for payment.
Before the guest departs, the representative or cashier has one more essential duty, to give every guest a fond farewell and invite them to return.
▹ BIBLIOGRAPHY
▹ Bardi, James A. 2006. Hotel Front Office Management. USA : John Wiley & Sons, Inc.
▹ Foster, Dennis L. 1993. Rooms at the Inn : Front Office Operations and Administration. Singapore : McGraw-Hill Book Co.
▹ Sugiarto, Endar. 2004. Operasional Kantor Depan Hotel. Jakarta : Gramedia.
Rhisma Danish Linggarwati (B3218048)
Salsabila Amalia Gusti (B3218054)
Yulia Maharani Kartika (B3218058)
THANKS!
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