10. ai front office manual (1).pdf

Aston International Front Office Manual June 2002

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Contains private and/or proprietary information. May not be used or disclosed outside ASTON international except pursuant to a

written agreement

ASTON INTERNATIONAL INDONESIA

FRONT OFFICE MANUAL

June 2002

Aston International Indonesia, Wisma Staco, 3rd floor, Suite 100,

Jl. Casablanca Kav 18 Jakarta 12870

T: 021 8318800 F: 021 8317180 www.Aston-International.com


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Contains private and/or proprietary information.

May not be used or disclosed outside ASTON international except pursuant to a

written agreement

OBJECTIVES OF THE MANUAL

This Departmental Operational Manual is to be used by all department staff members. It explains our department policies and procedures, rules, regulations, and standards of performance. The manual includes definitions of the operational function of each department section and the scope and duties of each team member. By referring frequently to the manual, we can ensure that we maintain a consistently high standard of performance in our daily operations. To be an effective tool, employees, department and division heads, and the general managers should constantly review the manual. All suggestions received from staff members on ways to improve the manual will be carefully considered and changes implemented upon approval.

UPDATING THE MANUAL

The organizing of the Departmental Operational Manual is one of the key responsibilities of Division Heads and their respective Heads of Departments. The General Manager will approve the manual. This manual is prepared using Microsoft Word 98 software to simplify the process of updating information. Information contained in the manual should be updated at least once a year. Manuals are updated using the following procedures: 1. The Head of Department reviews materials contained in the manual to determine whether

updates are needed.

2. A complete review of the manuals must be performed annually by March 31.

3. Bring recommended changes to the attention of the Division Head or executive member.

4. The Division Head approves changes and proposes them to the General Manager.

5. Once the changes have been approved, the Division Heads implements them.


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MANUAL REVISION & APPROVAL RECORD

DATE

COMPLETED

SECTION REVISED DEPT HEAD

SIGNATURE

G.M.

SIGNATURE SECTION TITLE PAGE #S REVISION

AUTHORS NAME


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TABLE OF CONTENTS

Topic Item Page Number

OBJECTIVES OF THE MANUAL ii

MANUAL REVISION & UPDATE iii

TABLE OF CONTENTS iv

ORGANIZATION CHART viii

JOB DESCRIPTIONS

Front Office Manager 2

Assistant Manager 4

Front Desk Supervisor 6

Reservation Supervisor 7

Reservations Agent 8

Guest Relations Supervisor 9

Guest Relations Officer 11

Business Center Secretary 12

Concierge 14

Receptionist 15

Telephone Operator (PBX) Supervisor 16

Telephone Operator 17

POLICIES AND PROCEDURES

Department Overview 19

Creating a Positive Hotel Image 20

1. Examples of Ways of Giving a Negative Image

21

2. Examples of Image Enhancers 22

RESERVATIONS

1. Basic Guidelines 23

2. Details Needed in Reservations 24

3. Reservations Procedures 25

4. Confirmation of Rooms 26

5. Guaranteed Reservation 27

6. Hotel Responsibility 28

7. Relocations of Guests with Confirmed Bookings

29

8. Disabled Guest Reservation 33

9. Integrity in Reservations 34

RECEPTION 35

1. Procedures for Arrivals 36

2. VIP Arrivals 37

3. Early Arrivals 38

4. Group Arrivals 39

5. Upgrading Accommodations 40


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ContinuedRECEPTION

6. Walk-In Guest 41

7. Establishing Credit 42

8. Courtesy Room 43

9. Room Status Report 44

10. Room Key Control 45

11. Key Issue 46

12. Welcome Letter 47

13. Aloha Courtesy Call 48

14. Incoming Calls 49

15. Wake-Up Calls 50

16. Safety Box 51

17. Exchange Rate 52

18. In-Room Safety Box Master Key 53

19. Check-Out 54

20. Group Check-Out 55

21. Lockout 56

TELEPHONE OPERATORS

1. Telephone Image 57


3. Preferred Phrases 59

4. Basic Telephone Courtesies 60

5. Second Effort Program 61

6. Taking Guest Messages 62

7. Relaying Guest Messages 63

8. VIP Telephone Handling 64

9. Information Directory 65

10. Emergency Plans 66

11. Emergency Hotline 67

CONCIERGE

1. Overview of Services 68

2. Guidelines on Grooming & Behavior 69

3. DOOR / VALET SERVICE

a) Description 70

b) Guest Arrivals 71


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TABLE OF CONTENTS


POLICIES AND PROCEDURES

ContinuedCONCIERGE

4. BELLBOY

a) Procedures for Arrivals 72

b) Actions when Taking Guests To their Rooms

73

c) Introducing Guests to Facilities & Equipment in the Guestroom

74

d) Providing Guests w/ Hotel Info 75

BUSINESS CENTER


2. Assisting Guests 77

3. Providing Facsimile Services 78

4. Providing Photocopying Services 79

5. Reading Materials 80

6. Pricing 81

7. Requisitioning for Stationery 82

ASTON CLUB

1. Objectives of the ASTON Club 83

2. Job Description of ASTON Club Supervisor

84

3. Job Description of ASTON Club Guest Relations Officer

85

4. Job Description of ASTON Club Butler

86

5. General Duties & Responsibilities Of all Staff

87

STANDARD LETTERS

SAMPLES OF STANDARD LETTERS

1.Confirming Reservations with Guests 89

2.Confirming Bookings with Travel Agent

90

3. Confirmation of Contracted Rate Reservation with Travel Agent

91

4. Confirming Changes in Reservations to Guests

92

5. Letter to Travel Agent Confirming Cancellation w/ Cancellation Fee

93

6. Welcome Letter to New Arrivals 94

7. Pre-Departure Letter to Guests 95


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TABLE OF CONTENTS


FF&E RECOMMENDATONS

FF&E RECOMMENDATIONS

1. List of Forms 97

2. List of Equipment 98

INDEX OF FORMS

FORM NUMBER TITLE

FO-001 Foreign Exchange Voucher

FO-002 Receipt

FO-003 Miscellaneous / Paid-Out

FO-004 Guest Account / Bill Correction

FO-005 Complimentary Room Request

FO-006 Reservations

FO-007 Airline Reservations

FO-008 Registration Form

FO-009 Guest Message Form

FO-010 Special Handling / Discount Authorization Form

FO-011 Guest Services Log

FO-012 Guest Call List

FO-013 Reservations Traffic Sheet

FO-014 FO - Collateral Duties

FO-015 FO Agent Over/Short Check List

FO/TR-1 Training Task List - Registration

FO/TR-2 Training Task List - Guest Account Administration

FO/TR-3 Training Task List - Mail & Information

FO/TR-4 Training Task List - Check Out

FO/TR-5 Training Task List - FO Agent Bank Handling

FO/TR-6 Training Task List - Guest Miscellaneous


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FRONT OFFICE ORGANIZATIONAL CHART

GENERAL MANAGER

ASSISTANT

MANAGERS

RECEPT

SUPVR

CONCIERGE

SUPVR

FRONT

DESK

VALET

RESERVATIONS AGENTS

CONC TEL OPERATORS

ROOMS DIV MANAGER

FRONT OFC MANAGER

RESERVATION

MANAGER

AIRPORT REPS

BELL MEN

ASST TEL

SUPVR

ASST RES

SUVPR

ACF

GRO

GRO

GRO

SUPVR

EXEC

BUTLER

S

FO

SECRETARY

BC SECRETARY


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FRONT OFFICE

JOB DESCRIPTIONS


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JOB DESCRIPTION

Job Title : FRONT OFFICE MANAGER Department : Front Office Reports to : Rooms Division Manager

OBJECTIVES: To ensure Front Office operations run smoothly and the goal of "Total Guest Satisfaction is attained. To ensure efficient and courteous services to guest, observance of policies and procedures, and to increase Average Room Rate, Occupancy, and Room Revenue.

DUTIES & RESPONSIBILITIES: 1. To ensure the best Front Office personnel are selected and trained to their maximum

potential.

2. To promote Human Resources Development for all Front Office employees by planning, organizing, directing, and motivating, and by establishing effective controls on expenditure and performance.

3. To ensure the services provided by all FO employees meet or exceed established policies and procedures, and to achieve the highest levels of guest satisfaction and comfort.

4. To control room sales to maximize revenues by effective yield management techniques.

5. To prepare annual budgets for the Front Office Department.

6. To maintain Master Key controls and regularly report status to the GM.

7. To inspect guestrooms and public areas to ensure orderliness and cleanliness standards are maintained.

8. To monitor room status and to maintain clear lines of communication with the Housekeeping Department and all other departments in the property.

9. To coordinate with the Accounting Department on all cashiering functions and credit procedures affecting the Front Office and to ensure adherence to established accounting polices and procedures.

10. To have a thorough knowledge of room categories, rates, amenities, facilities and services of the property.


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Continued Job Description for Front Office Manager

11. To implement all key control procedures and participate in all matters relating to guest room security.

12. To know all emergency and fire procedures and to ensure that all Front Office staff is fully trained.

10. To assist the Rooms Division Manager and to complete administrative tasks and special projects as requested by Management.

11. To stay well informed of any changes in the property's policies and procedures, as well as to keep abreast with trends and technological innovations within the hospitality industry.

12. To perform all other duties as assigned by the Rooms Division Manager.


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JOB DESCRIPTION

Job Title : ASSISTANT MANAGER Department : Front Office Reports to : Front Office Manager

OBJECTIVES To ensure that the Sections in the Front Office operations (Reservations, Reception, Telephone Operators, Concierge and Bell Staff) run smoothly in order to reach our goal of "Total Guest Satisfaction." To provide efficient and courteous service to each guest in accordance with our standards and procedures, and to maximize Average Room Rate, Occupancy, and Room Revenue.

DUTIES & RESPONSIBILITIES 1. To promote Human Resources Development for all Front Office employees by planning,

organizing, directing and controlling efficiently. 2. To ensure that services provided by all Front Office employees meet or exceed

standards set by established policies and procedures, and to achieve the highest levels of guest satisfaction and comfort.

3. To control room sales and to ensure maximum revenues through effective yield

management. 4. To inspect guestrooms and public areas to ensure orderliness and cleanliness standards

are maintained. 5. To monitor room status and maintain clear lines of communication with the

Housekeeping Department and all other departments in the property. 6. To coordinate all cashiering functions and credit procedures affecting the Front Office

with the Accounting Department and to ensure adherence to established accounting polices and procedures.

7. To have a thorough knowledge of room categories, rates, amenities, facilities and

services of the property. 8. To implement all key control procedures and participate in all matters relating to

guestroom security.


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ContinuedJob Description of Assistant Manager 9. To know all emergency and fire procedures and to ensure all the Front Office staff is

fully trained in handling these procedures. 10. To assist the Front Office Manager and to complete all administrative tasks and special

projects as requested by Management. 11. To perform any other duties as may be assigned by the Front Office Manager.


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JOB DESCRIPTION

Job Title : FRONT DESK SUPERVISOR Department : Front Office Reports to : Assistant Manager

OBJECTIVES Must have a thorough knowledge of all FO activities and reports. Is responsible for daily check-in and check-out. Provide assistance to the guest to achieve Total Guest Satisfaction." Prepare work schedules according to the hotel's occupancy forecasts.

DUTIES & RESPONSIBILITIES 1. To ensure all Reception personnel comply with the hotels policies and procedures. 2. To communicate and coordinate activities including incomplete service requests to the

next shift and other departments and to keep the Supervisors informed of these. 3. Responsible for ensuring that all check-in and check-out processes are completed

according to established policies and procedures. 4. Responsible for room assignments of guests with reservations and those walk-ins. 5. To inspect and follow-up on room repairs to complete out-of-order rooms. 6. To maintain and keep all work areas clean. 7. To attend scheduled meetings and training classes. 8. To be familiar with hotel products, facilities, activities, and services, and to be able to explain this to guests. 9. To ensure all hotel guests are warmly welcomed and served professionally and efficiently. 10. To maintain good relations with the staff and the community. 11. To ensure all hotel documents are kept confidential. 12. To ensure that the Registration Card is completely filled out. 13. To perform all other duties as may be assigned by the Front Office Manager and the Assistant Manager.


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JOB DESCRIPTION

Job Title : RESERVATIONS SUPERVISOR Department : Front Office Reports to : Front Office Manager, Assistant Manager

OBJECTIVES

To be aware of all reservations activities and to coordinate the requirements with the departments concerned.

To ensure incoming reservations are acknowledged within 12-hours of receipt.

To prepare work schedules according to the hotel's occupancy forecasts.

DUTIES & RESPONSIBILITIES 1. To ensure the Reservation Staff comply with the hotel rules, policies and procedures. 2. To communicate and coordinate activities and to properly turn over to the next shift and

other departments, all uncompleted service requests, ensuring the Assistant Manager is kept informed of these activities.

3. To ensure that reservations made by telephone, facsimile, or letter are acknowledged

within 12-hours of their receipt. 4. To schedule and coordinate meetings and training for Front Office staff. 5. To know the hotel's products, facilities, activities and services provided. 6. To maintain good relations with the staff and the community. 7. To ensure all hotel documents are kept confidential. 8. To perform any other duties as assigned by the Front Office Manager and the Assistant

Manager.


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JOB DESCRIPTION

Job Title : RESERVATIONS AGENT Department : Front Office Reports to : Reservations Supervisor

OBJECTIVES To be knowledgeable with all reservations activities, coordinate rooms and reservations with departments concerned and confirm all incoming reservations within 12-hours of receipt of the reservation.

DUTIES & RESPONSIBILITIES 1. To ensure Reservation Staff comply with policies and procedures. 2. Communicate and coordinate all activities or incomplete service requests. Provide

information to next shift and other departments, and ensure the Supervisor is kept informed.

3. Reply efficiently and courteously to all incoming reservations within 12-hours of receipt. 4. Maintain a clean working area. 5. Attend all meetings and training as scheduled. 6. Be familiar with hotel products, facilities, activities, and services, and be able to explain

them to guests. 7. Maintain good relations with the staff and community. 8. Keep all hotel documents confidential. Never give the room number of in-house guests

to outside callers. 9. Maintain excellent relationship with the Sales & Marketing Department. 10. To perform other duties as may be assigned by Management.


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JOB DESCRIPTION

Job Title : GUEST RELATIONS SUPERVISOR Department : Front Office Reports to : Front Office Manager

OBJECTIVES Under the general direction of the Front Office Manager / Assistant Manager and within the limits of established ASTON International policies and procedures, he oversees and directs all aspects of the guest relations functions to achieve the highest possible guest satisfaction.

DUTIES & RESPONSIBILITIES 1. Report directly to and communicate with the Front Office Manager / Assistant Manager

on all pertinent matters affecting guest satisfaction. 2. Provide assistance to meet the needs of guests including acting as interpreter for both

verbal and written communication. 3. Source recreational, shopping and tourism facilities. 4. Provide functional assistance and direction to guest relations personnel. 5. Interacts with guests as well as individuals outside the hotel including but not limited to

travel industry personnel, competitors and other members of the local community. 6. Cooperate, coordinate and communicate with other hotel departments as required. 7. Monitor guest relation personnel to ensure maximum guest satisfaction through personal

recognition and prompt cordial attention from the guest's arrival up to departure. 8. Monitor guest relation personnel to ensure repeat guests and other VIPs receive special

recognition and service. 9. Prepare written correspondence as required by Management. 10. Assist the Front Office Manager in the preparation of rosters for the guest relation

personnel. 11. Inform other operating Departments, notably Housekeeping and Food & Beverage on

matters that concern them.


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ContinuedJob Description of Guest Relation Supervisor 12. Establish and maintain effective employee relations. 13. Assist in identifying needs, develop formal training plans and implement training

programs. 14. Oversee the maintenance of an efficient guest and repeat guest history systems. 15. Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and

posture as a Guest Relations personnel. 16. Promote inter-hotel sales and use by the guest of in-house facilities and services. 17. Check VIP rooms and amenities. 18. Perform such functions as to include but are not limited to: a) Preparing regular Guest Welcome Letters. b) Attending to special requests of guests.

c) Developing and implementing a guest telephone contact system. 19. Inform Senior Management of special guest related problems. 20. Handle guests' complaints and refer them as necessary. Follow up on corrective action. 21. Prepare for Group Arrivals (Rooms, Welcome Drink, Amenities, etc.). 22. Compile, analyze and control costs related to guest relations. 23. Review VIP lists to check room allocations, amenities and special requests. 24. Prepare requisitions for amenities on a timely basis. 25. Perform related duties and special projects as assigned by the Front Office Manager /

Assistant Manager.


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JOB DESCRIPTION

Job Title : GUEST RELATIONS OFFICER Department : Front Office Reports to : Guest Relations Supervisor

OBJECTIVES To ensure each guest of the hotel is cared for and attended to in a highly personalized manner and with the end objective of maximizing guest satisfaction and repeat business.

DUTIES & RESPONSIBILITIES 1. Project a feeling of warmth and personal concern to hotel guests. 2. Converse with guests on a broad range of topics making them feel comfortable and

welcome. 3. Greet guests by name and develop a rapport with repeat clients. 4. Solicit needs of the hotel guests by ensuring that all hotel services are taken advantage

of. 5. Prepare personal handwritten messages for guests. 6. Make a courtesy call to every guest within 10 minutes of his arrival to confirm that

everything is to his satisfaction. 7. Verify that all guest amenities and procedures are properly in place. 8. Review arrival and departure lists daily and be familiarized with the VIP list. 9. Maintain an updated guest history file and ensure special recognition is extended to

repeat guests. 10. Handle group arrivals efficiently. 11. Maintain a close relationship with Department Heads to ensure prompt and efficient

attention is extended to the needs of VIP guests. 12. To be cross trained to perform the duties of a Receptionist at the Front Desk. 13. To perform other duties that may be assigned by the Front Office Manager.


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JOB DESCRIPTION

Job Title : BUSINESS CENTER SECRETARY Department : Front Office Reports to : Front Office Manager

OBJECTIVES Under the general guidance and supervision of the Front Office Secretary, or as assigned and within the limits of established ASTON International policies & procedures, she is responsible for attending to the guests and in maintaining the business center facilities and operations. To provide various types of comprehensive secretarial assistance to all guests and to maintain the hotel's standards at all times.

DUTIES & RESPONSIBILITIES 1. To conduct herself as a true professional employee with a friendly and helpful attitude

towards the guests. 2. To observe appropriate standards of dress, hygiene, uniform, appearance and posture. 3. Responsible for the overall cleanliness of the Business Center and it's efficient and

professional operations. 4. To ensure all equipment and facilities are in excellent working order. 5. To type all contracts, reports, and letters on the word processor, make photocopies, file,

send and receive facsimiles and emails, and to undertake other secretarial duties that may be requested by the guests or by the Front Office Manager.

6. To translate simple written materials from Bahasa Indonesia to English or vice versa. 7. To arrange for the services of a translator or interpreter upon the guest's request. 8. To ensure that all facsimiles are sent as required by the guests, or received and

delivered to the guest through the concierge. 9. To ensure that all unidentified incoming faxes are verified. 10. To maintain the Business Center logbook with updated information.


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ContinuedJob Description of the Business Center Secretary 11. To issue the daily summary of the Business Center income. 12. To ensure that the Business Center has adequate office supplies. 13. To arrange the newspapers, magazines and other reading material in the waiting area. 14. To properly prepare the guest's bill using the Business Center services and to process

payment from guests. To ensure the timely submission of charges or billings to the Front Office Cashier.

15. To monitor and control inventories of equipment and to maintain adequate stocks of

needed supplies. 16. To log-in all incoming and outgoing faxes. 17. To develop ad maintain close business contacts with in-house guests and to provide

personalized service whenever possible. 18. To assist the Front Office Secretary in the day to day activities of the Front Office

Department. 19. To perform other duties that may be assigned by the Front Office Manager / Assistant

Manager / Front Office Secretary.


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JOB DESCRIPTION

Job Title : CONCIERGE Department : Front Office Reports to : Chief Concierge

OBJECTIVES Must be knowledgeable with all Bell Services, car and transportation activities, and the safe loading and unloading of luggage and personal items. To provide a warm and courteous welcome to all guests. Prepare work schedules according to hotel occupancy forecasts.

DUTIES & RESPONSIBILITIES 1. To ensure that all Bell Staff and drivers comply with hotel policies and procedures. 2. To communicate activities and incomplete service requests to the next shift and other

concerned departments, and to ensure the Supervisor is kept informed. 3. To maintain a clean work area. 4. To attend meetings and training as scheduled. 5. To be familiar with hotel products, facilities, activities, and services, and to be able to

explain them to guests. 6. To maintain good relations with staff and the community. 7. To ensure all hotel documents are kept confidential. 11. To provide and ensure proper services for travel arrangements, airline bookings,

sightseeing / limousine tours, airport information and on-going hotel reservations.


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JOB DESCRIPTION

Job Title : RECEPTIONIST Department : Front Office Reports to : Reception Supervisor

OBJECTIVES: Must have a thorough knowledge of all Front Office reports and activities. Responsible for daily check-in and check-out. Provide guest assistance and achieve Total Guest Satisfaction." Prepare work schedules according to hotel occupancy forecasts.

DUTIES & RESPONSIBILITIES: 1. Comply with hotel policies and procedures. 2. Ensure that all daily, weekly, and monthly reports are processed. 3. Responsible for checking guests in and out. 4. Responsible for room assignments of guests with reservations, and walk-in arrivals.

Assist with room inspection requests. Follow-up on out-of-order rooms. 5. Communicate all activities and incomplete service requests to next shift and other

departments, and ensure the supervisor is kept informed. 6. Maintain a clean working area. 7. Attend all meetings and training as scheduled. 8. Be aware of and familiar with hotel products, facilities, activities and services provided

and be able to explain them to guests. 9. Maintain good relations with staff and the community. 10. Keep all hotel documents confidential. Never give the room number of in-house guests

to outside callers. 11. Maintain good communication with other related Departments. 12. Perform any other duties as may be assigned by the Supervisor.


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JOB DESCRIPTION

Job Title : TELEPHONE OPERATOR (PBX) SUPERVISOR Department : Front Office Reports to : Front Office Manager, Assistant Manager

OBJECTIVES To know all switchboard, PABX, and telephone functions, procedures and billing systems. Ensure all incoming phone callers are courteously and warmly greeted, transferred efficiently, and messages taken. Prepare work schedules according to the hotel occupancy.

DUTIES & RESPONSIBILITIES 1. To ensure all telephone operators comply with the hotels policies and procedures. 2. To communicate and coordinate activities or incomplete service requests to the next

shift and other departments, and keep the Supervisors informed. 3. To maintain clean work areas. 4. To attend scheduled meetings and training sessions. 5. To be knowledgeable with hotel products, facilities, activities, and services, and be able

to explain these to guests. 6. To ensure that all in-coming and out-going calls are warmly answered and handled

courteously, professionally and efficiently. 7. To maintain good relations with the staff and the community. 8. To ensure all hotel documents are kept confidential. 9. To prepare the report on phone expenses to each Department on a daily basis. 10. To maintain excellent communication with the PABX technician. 11. To perform other duties that may be assigned by the Front Office Manager and the

Assistant Manager.


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JOB DESCRIPTION

Job Title : TELEPHONE OPERATOR Department : Front Office Reports to : Telephone Operator Supervisor

OBJECTIVES: Responsible for telephone activities including the PABX and its billing system and for ensuring that a high standard of guest satisfaction is maintained.

DUTIES & RESPONSIBILITIES: 1. Report at working area at least 15 minutes before shift begins. 2. Comply with the hotel's policies and procedures. 3. Communicate all activities and incomplete service requests to next shift and other

departments, and ensure the Supervisor is kept informed. 4. Handle all incoming and out-going phone calls and messages according to hotel policies

and procedures. 5. Know the hotel's products, facilities, and services. 6. Know the department extension numbers, and Managers' and Department Heads'

names. 7. Attend Front Office meetings and any training arranged. 8. Be aware of all promotional activities and special offers. 9. Maintain good relations with other hotel staff. 10. Keep all guest information and room numbers confidential. 11. In case of an alarm, locate the cause of the alarm and immediately establish

communications. 12. Need to be able to override a false alarm. 13. Perform any other duties as may be assigned by the Supervisor.


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FRONT OFFICE

POLICIES & PROCEDURES


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POLICIES & PROCEDURES Department : Front Office

Task : DEPARTMENT OVERVIEW

The Front Office is the nerve center of the hotel and encompasses the Front Desk, the Reservations Office, Concierge, Telephone Services, Business Center Operations and the Operations of the Executive Club Floor.

The appearance, attitude and work habits of the Front Office staff, coupled with their professionalism and efficiency, is very visible to the guests and often is the basis of the guest's impression of the hotel.

Thus, each staff member is considered a constant salesman for all hotels under the

management of ASTON International Hotels & Resorts.

No other department has the best opportunity to create the warm, courteous and efficient image so essential to success.

From the time of arrival to the time of departure, the Front Office staff is in continual

contact with the guests.


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Task : CREATING A POSITIVE HOTEL IMAGE

Guests form distinct impressions about a hotel based upon what they see what they hear and the way they feel they are treated by the hotel staff. Through these, they form an "image", whether positive or negative, of the hotel. The collective "image" in the minds of many guests creates the hotel's reputation. At ASTON International Hotels & Resorts, we want to build a reputation of providing warm, courteous, professional and efficient service to our guests. We would like them to have a pleasant experience when staying at any of our properties, whether for business or for pleasure.

The Front Office staff represents the most visible group to the guest. They are the first to greet the guest (i.e. the Doorman, Bellman and Receptionist) and the last to say goodbye (i.e. the Front Office Cashier, Bellman and Doorman).

During their stay, the guest will have many contacts with the Concierge,

Receptionists, Mail Clerks, Telephone Operators, Business Center Secretary and if the guest is staying at the Executive Floor, with the Butlers and Lounge Staff.


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EXAMPLES OF WAYS OF LEAVING A NEGATIVE IMAGE

Crooked name tags. Worse is when they are upside down.

Hair in need of cutting, washing or combing in place.

Baggage carts parked untidily.

Disarrayed lobby furniture.

Employees arguing loudly in the presence of guests.

Dirty ashtrays. Dirty coffee tables.

Dead or dying plants in the lobby area.

Lack of personal hygiene.

Keeping a guest waiting deliberately.

Allowing phones to ring without answering promptly.

Rooming a guest in a room that has not been prepared.

Dirty shoes and uniform.

Slouching on the Reception Desk, smoking or eating, etc.


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EXAMPLES OF IMAGE ENHANCERS

Greeting the guest warmly and with a sincere smile.

Especially for repeat guests, address them by name when you greet them upon their arrival.

Using a pleasant tone of voice.

Polite and courteous at all times.

Promptness in resolving a guest's problem.

Willingness to help a guest with his problem.

Tasteful and elegant VIP rooms and Executive Club Rooms and Lounge.

Clean and well pressed uniforms. Clean and appropriate shoes.

Excellent personal hygiene. Clean and washed hair and face. Clean hands with clean fingernails.

Constantly and courteously addressing the guest by his name, etc.


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Subject : RESERVATIONS

BASIC GUIDELINES 1. Never leave workstations unattended. 2. Always confirm reservation requests within 24 hours. 3. Never separate the room block for groups, if possible. 4. Input all reservation data into the system correctly. 5. Never miscalculate numbers on pro-forma invoices or other financial data. 6. Never give any confidential information to outsiders and competitors. 7. Never misbehave. 8. Always put all reservation requests as guaranteed. 9. Never offend colleagues, supervisors, or managers. 10. Never come late to work. 11. Answer telephones within 3 rings. 12. Use the guest name, whenever possible. 13. Always thank the guest for calling. 14. Never eat, or talk to co-workers, while on the phone. 15. Always greet guests with a smile. If you dont understand what somebody is saying, you must ask him to repeat it or to explain.


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Subject : RESERVATIONS

DETAILS NEEDED The following information must be obtained and documented on the appropriate reservations form:

1) Last Name and First Name

2) Number of Guests, including Children

3) Type and Number of Rooms Required

4) Room Rate

5) Arrival Information (how and when; 6:00pm hold for late arrival?)

6) Name and Contact Number(s) of the Person Making the Reservation

7) Full Name, Address, and Contact Numbers if Corporate Account or Travel Agent

8) Special Requests or Services

9) Precise Billing Instructions (i.e. if company, what charges will be billed to the company and what will be charged as personal account?)

10) Source of the Reservation

11) Confirmation Requested

12) Reservations Clerk initials

Every effort must be made to obtain as much information beforehand. However, in some instances either this is not possible (i.e. because of the time limitation) or available. Thus, a note must be made to the Receptionist to request the additional required details. This is crucial with respect to billing instructions.


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Task : RESERVATION RESERVATION PROCEDURES (What follows in this section is a brief description of how Reservations are processed.)


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Task : RESERVATIONS CONFIRMATION OF RESERVATIONS PURPOSE: To handle confirmations to reservations courteously and efficiently. POLICY: All incoming reservations must be acknowledged within 12-hours of receipt. PROCEDURES: 1. Confirmations of the type of room, room rate, check-in and check-out dates, and any

special requests for reservations must be clearly stated in reservation confirmations. 2. Always verify room availability before confirming the reservation with a guest. 3. All correspondence is attached and filed according to arrival date and month.


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Task : RESERVATIONS

GUARANTEED RESERVATIONS

In properties where occupancy is consistently high throughout the year, or in less busy properties with seasonal peak demand periods, it is essential to ensure that the no-show likelihood is kept to a minimum to maximize on revenue potential.

One method to ensure this is to request the booking source to "Guarantee" the reservation confirmed with them.

This means that in the event the guest fails to arrive (a "No-Show"), and provided

that no prior cancellation had been received, then the booking source is liable and billed for the full room rate for the first night's stay.

To make this procedure clear and not misunderstood, the Reservations Agent

receiving the booking must make it perfectly clear to the booking source at the time the reservation is made. A suggested phrase is "Will you guarantee payment of this reservation? Rather than simply saying "Will you guarantee the reservation?"

Methods of Guaranteeing Reservations

The booking source may quote the client's Credit Card Details.

For corporate clients, the booking source will be asked to give the full name and contact numbers of the person / company guaranteeing the payment of the bill in the event of a No-show.

The booking source may ensure that a full or partial deposit for the room is sent to

the hotel in advance. In all the above cases, the property is entitled to bill the booking source in the event of a No-Show. The decision on whether to actually bill or not is discretionary to Management. The volume of business regularly received from the account, weather or other conditions beyond normal control causing the No-Show, may all affect the decision to bill or not.


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Task : RESERVATIONS HOTEL'S RESPONSIBILITY IN GUARANTEED RESERVATIONS

Once the property has agreed to accept a "Guarantee", then it is obliged to hold a room for the expected guest (unless a cancellation of the booking had been made). In the event the guest arrives holding a guaranteed reservation to find that there is no room available, then the property must take the following steps: 1) Obtain comparable accommodations at a nearby hotel. 2) Provide and pay for transportation to the other hotel. 3) Absorb the room charges incurred by the guest at the other hotel for one night. To "walk" a guaranteed reservation means that there had been a serious error in judgement that jeopardizes the property and ASTON International's reservations integrity.

4) Every effort should be made to contact the guest and apologize for the inconvenience caused to him.

5) If possible, invite the guest back to the hotel the next day and if the offer is

accepted, the Front Office Manager should ensure that the guest is treated with full VIP courtesy.

6) Provide some special amenity (i.e. a basket of flowers or fresh fruits) and a

Letter of Apology from the General Manager. Additional Discussions on Relocations of Guest w/ Confirmed Bookings follow in the next 2 Sections of this Manual.


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Task : RESERVATIONS

RELOCATIONS OF GUESTS WITH CONFIRMED RESERVATIONS 1 PURPOSE: To maximize occupancy and minimize guests' complaints. POLICY: Guests, who are moved to another hotel (Walked) due to overbooking, are to be treated with utmost diplomacy, empathy and care. Whenever possible, do not walk VIP guests, women who are traveling alone, disabled individuals, or families with small children. Relocations are handled away from the Front Desk to ensure privacy for the transaction. PROCEDURES: 1. Both the Reservation Manager and the Front Office Manager should closely monitor the

nightly booking status for potential Sold-Out situations. All Front Desk and Reservations personnel must be kept informed, so that additional reservations are not taken when the hotel is already overbooked.

2. On overbooked days, cancel deadline reservations by 6:00 p.m.

Note: Guests with deadline reservations who arrive after 6:00 p.m., and whose reservations have been canceled, are advised of the situation. All possible assistance to obtain accommodations for the evening is given to the guest. Notify the Telephone Department and Message Desk of the guests new accommodations so that all messages and inquiries can be forwarded to them.

3. After reservations with special requests have been pre-assigned (VIP, etc.), assign rooms for arrival on a first-come, first-served basis.

4. Secure a room at a comparable hotel for guests holding guaranteed reservations but

whom the hotel is unable to accommodate. 5. If possible, guests to be relocated are met on arrival at the airport by the Reservation

Manager, Front Desk Manager, or their designated representative.


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ContinuedPolicies & Procedures for Relocations of Guests w/ Confirmed Reservations 1 6. Advise the guest of the situation (in private) and explain what alternate

accommodations have been secured for the guest. Assure the guest that messages and inquiries will be forwarded to their new hotel.

7. Advise the guest that the hotel will assume financial responsibility for one nights room

and tax, and for transportation between their new accommodations and the ASTON International property.

8. Offer guests the opportunity to return to the hotel the following morning, if their

reservation is for more than one night. 9. Have transportation standing-by and ensure that the guest is promptly taken to their

new destination. Notify the Telephone Department and Message Desk of the change. 10. If the guest is brought back to the hotel after an overbooking situation, he is given VIP

status. Accommodations are upgraded, and a hand-written card of apology from the General Manager is placed in the guestroom.

11. The Front Office Manager personally calls the guest the following day to apologize. 12. In cases of corporate clients:

a) The Reservation Office informs the Sales & Marketing Department of which

companys guest was "walked" the previous evening.

b) On the day of the "walk", the Reservations Manager contacts the person who booked the corporate guest and apologizes for the situation.

c) The Sales Manager contacts the companys representative to explain the

situation and apologizes in behalf of the hotel. 14. The Reservations Manager ensures that a notation of the walk is made in the

approximate file, within the guest's history.


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Task : RESERVATIONS

RELOCATIONS OF GUESTS WITH CONFIRMED RESERVATIONS 2 PURPOSE: To maximize sales and occupancy, and to ensure each staff member acts and thinks like a salesperson, and that all Hotel staff are fully trained in selling techniques. POLICY & PROCEDURES: 1. As a salesperson, employees must know and understand the Hotel's products:

What Will You SellThe facilities and services of the hotel.

How Will You SellListen and hear what the guest is asking for. You cannot sell without a true understanding of your product. Who Are Your CustomersYour customer is anyone who comes onto the Property.

2. The Selling Process:

Opening Use questions to discover the customers needs. The art of asking questions is an acquired skill and practice and experience can master it. Do not be afraid to ask. Listening is one of the most important aspects of the selling process.

Keys to good listening:

Use phrases such as, I see, I understand, What you are looking for is... Take notes. Ask questions when you are not sure what the customer is saying or asking. Limit your talking, and increase your listening. Dont jump to conclusions. Dont argue mentally with the customer. Concentrate. Do not interrupt.


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ContinuedPolicies & Procedures in Relocation of Guests w/ Confirmed Reservations

Presenting Remember that you represent your product and the Hotel. Use brochures to present your facilities and products to a customer.

Closing the Sale Closing the sale is a critical part of the selling process. Always ask for the business. Use phrases like: "May I make a reservation for you now?" Or, "How many rooms would you need?"


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Task : RESERVATIONS

FOR DISABLED GUESTS PURPOSE: To maximize guest comfort and satisfaction. POLICY: All disabled guest reservations will automatically receive VIP status and will be assigned pre-blocked accommodations that best meet their requirements and needs. PROCEDURES: 1. When the Reservations Department confirms a reservation for a disabled guest, every

effort must be made to meet their accommodation requirements. 2. Mark reservations clearly with hotel special requests and inform all departments. The

reservations should be marked "VIPD," which means, Very Important Person - Disabled.

3. Pre-block accommodations at the time of the booking, and assign the rooms nearest to

the lobby and/or elevators. 4. Ensure F&B outlets, and other departments are informed of the presence of this special

guest and of their particular needs. 5. Offer all possible assistance to the guest while staying at the hotel.


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Task : RESERVATIONS

INTEGRITY IN RESERVATIONS

All ASTON International Hotels & Resorts' properties should strive to honor all reservations made in good faith. This characteristic of the property will have a bearing on the reputation of the company and the properties we manage and affect the client's decision on choosing to stay with us over other property options available to them.


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Task : RECEPTION

The first major contact of an arriving guest is the Receptionist, therefore it is important that this person has good manners, is pleasant, courteous, polite and efficient.

Remembering names and faces will be a great skill that would be appreciated by the guests and will better help him in "selling" and producing more business for the property.

The Receptionist must always be alert and ready to assist and take care of the guest

approaching the desk.

Any phone calls must likewise be answered promptly. If a guest is present when the phone rings, politely excuse yourself from the guest before answering the phone.

In smaller operations, the Reception will also act as the Mail and Information Center,

with all the responsibilities of those functions.

Systems will vary depending on the size of operations, but basically the Front Desk will have either a computerized or manual system for indicating status of all rooms in the property as well as records indicating guest arrivals. The Receptionist must be fully aware and capable in using the property's system.

There is usually a minimum of 2 Receptionists: a Night Receptionist and a Day

Receptionist. Each must brief the other before ending/starting the shift especially on matters requiring follow-up.


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Task : RECEPTION

CHECK-IN PROCEDURES POLICY: Check-in time is 14:00 hours. However, if rooms are available, guests are welcome to check-in earlier. PROCEDURES: 1) Guests are acknowledged immediately upon arrival: they are greeted with a pleasant

smile and a warm welcome. 2) Retrieve guests reservation by his/her last name in the computer system.

3) Explain the reservation details to the guest that is the type of room, rate (if on personal account), location of room assigned, and facilities.

4) Attempt to up-sell, indicate that nicer accommodation is available and describe its

features and benefits. 5) Ensure that the guest agrees to an up-sell before asking the guest to complete the

Registration Card. 6) Ask what method of payment the guest will use. Obtain a credit card and make an

imprint or collect at least one night's deposit (for walk-in). Do this politely ensuring guests are not offended.

7) Check the Registration Card to ensure that all the information required has been

completed before asking the Bell Service to escort them to the room. 8) Upon arriving in the room, explain the room facilities and the operating system to the

guests, and encourage them to put their valuables in the safety deposit box. 9) Wish the guest a pleasant stay. Discussions on specific arrival situations follow in the next sections of this manual (i.e. VIP arrivals, walk-in guests, group arrivals, etc.).


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Task : RECEPTION

V. I. P. ARRIVALS

PURPOSE: To provide the highest level of professional and courteous service to VIP guests. POLICY: All Front Office staff must be aware of VIP arrivals expected each day, and make sufficient preparations so that registration and room assignments are expedited and efficient. PROCEDURES: 1. Pre-register VIP guests. 2. Warmly greet and address guests by name whenever appropriate. 3. Ask guests only to sign the registration form. Do not ask about their method of

payment. 4. The Assistant Manager or higher executive escorts the VIP guest to their room. 5. Accept the method of payment only if the VIP guest volunteers the information. 6. (Refer to the VIP checklist for grade, type of treatment etc.).


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written agreement


Department : Front Office

Task : RECEPTION

EARLY ARRIVALS

PURPOSE: To maximize guest satisfaction and comfort. POLICY: Check-in time is 14:00 hours. If rooms are available, guests are welcome to check-in earlier.

PROCEDURES: 1. Guests who arrive earlier than their arranged check-in time are greeted warmly. Check if

their room is available then advise them of the approximate waiting time. 2. Do whatever possible to ensure that guests are not kept waiting for a clean room for more

that 30 minutes. Store their luggage until their room is available, offer them a welcome drink, and suggest hotel tours while their room is prepared.

3. Inform the guest that once the room is ready they will be notified immediately. 4. Contact the Housekeeping Department and advise them of what number of rooms are

needed and when they are needed. Tell them to call you as soon as the rooms are ready.

5. Call back in 30 minutes to check on the room status if you dont hear from Housekeeping.

Once the room is ready, take guests to the room immediately.


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Task : RECEPTION

GROUP ARRIVALS

PURPOSE To provide a warm and courteous welcome, and an efficient check-in process. POLICY All Front Office staff should be fully aware of all group and tour arrivals, and ensure the expedient registration and rooming of groups and tour members. PROCEDURES 1. Find out the details of group and tour arrivals each day. 2. Coordinate preparations for group arrivals with the Front Desk staff. Ensure that

registration procedures are followed, and that requests for nearby or adjoining rooms are met if possible.

3. Check that Bell Service is prepared for efficient and prompt luggage dispatch, according to

the rooming list. 4. Ensure that rooms are ready prior to the group's arrival. 5. Encourage group requirements such as wake up calls until date of departure. 6. Spread completed information to other concerned Departments.


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Task : RECEPTION

UPGRADING ACCOMMODATION PURPOSE To maximize guest satisfaction and comfort. POLICY Accommodation may be upgraded only with the prior approval of the Assistant Manager.

PROCEDURES 1. Guests are advised that their room had been upgraded when they check-in or as required. A

note is signed by the Manager and together with a complimentary gift or amenities, is sent to the guest's room.

2. Upgrades are subject to availability and occur only when necessary or if a guest is unhappy

with their accommodation. 3. Reasons for upgrades include: lack of hot water or air-conditioning, noise due to

construction, mix-up in reservations, etc. 4. Graciously apologize to the guest for the inconvenience and explain that an upgrade in

accommodation is being provided as a way of apology.


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Task : RECEPTION

WALK-IN GUEST

PURPOSE To provide a warm and courteous welcome, and maintain guest satisfaction and comfort.

POLICY Reception staff must be aware of room-availability and room-status and be prepared to assist all walk-in guests.

PROCEDURES 1. Warmly welcome the walk-in guest(s). 2. Check the guest list and compare it with the expected arrivals and departure list. 3. The room status at the computer is always cross-checked with the room status report that is

provided by the Housekeeping Department. 4. Obtain the required length of stay for the guest and cross-check these dates with the room

availability in the computer. 5. Try to sell or up-sell to a higher room category. 6. If a discount is required and you are not authorized to make the decision, check with the

Supervisor or Manager on Duty. 7. Politely inquire on the method of payment, and request at least one night's deposit or ask to

imprint their credit card. 8. Contact the Assistant Manager if the guest refuses to pay a deposit. POLICIES & PROCEDURES


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Task : RECEPTION

ESTABLISHING CREDIT PURPOSE To minimize skipping payment and check-out. POLICY Always politely obtain information on the method of payment by asking the guest to present a credit card for imprint, or at least one night's deposit for an individual reservation or walk-in guest.

PROCEDURES 1. During the registration process verify with the guest the credit card noted on the

reservation, politely ask for their credit card, and make a clear imprint of the card. 2. If your action is questioned, explain to the guest how the process benefits them in

speeding-up the checkout process. 3. VIP's are never asked to establish credit upon arrival, they are simply asked to sign the

registration card.


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Task : RECEPTION

COURTESY ROOM PURPOSE To maintain a high level of service and guest satisfaction. POLICY The courtesy room is for temporary use while the guest is waiting for their room or has checked out but requires temporary lodging. PROCEDURES 1. If a guest's room is not available within 30 minutes of arrival, they may be given the

temporary use of a courtesy room. 2. With the prior approval of the Front Office Manager or Assistant Manager, a guest may be

given a courtesy room if they have checked out but are not leaving the hotel until late afternoon. They may keep their luggage in the luggage storage.

However, if a guest requests a late checkout and the room is available, offer the guest a day-room for 50% of their room rate.


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Task : RECEPTION

ROOM STATUS REPORT PURPOSE To speed up the check-in process, and maintain a high standard of quality service. POLICY The Housekeeping Department reports the current room status to the Front Office Department twice daily. These reports must be rechecked in the computer system by Reception. PROCEDURES

1. Check carefully for any discrepancies in the system between the Front Office status and Housekeeping status.

2. Contact the Housekeeping Department and ask for additional information or verification if a

discrepancy is discovered. 3. Report to the Supervisor if the room shows vacant in the system but is actually occupied, or

if other discrepancies are noted. 4. If the guest extends his stay without notice, check the deposit / payment made. If the deposit balance is less than the given 1 night's rate, then ask politely for more deposit.


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Task : RECEPTION

ROOM KEY CONTROL PURPOSE To provide security and a high level of guest privacy. POLICY The room key is never given to anyone other than the registered guest. PROCEDURES 1. When a person approaches the Reception Desk and asks for a room key, politely ask for

his/her name and room number. 2. The name is cross-checked in the computer and the room key is only given if he/she is the

occupant of the room. 3. Do not give the room key to a person who claims to be the spouse of the registered guest

but is not mentioned on the registration. 4. Ask for identification. If the guest doesnt have identification, then ask a Security Officer to

escort the guest to the room. 5. Be tactful and diplomatic when declining to give a room key to an individual, and explain

that the policy is for guest security. 6. Contact the Manager or Duty Manager if the person becomes quarrelsome. If a room key is lost, ask the guest to fill up and sign the additional room key request and cross check with the registration card, before giving him another key.


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Task : RECEPTION

ISSUANCE OF KEYS PURPOSE To provide security and privacy to guests. POLICY ONLY an authorized person can issue a room key to the registered guest. PROCEDURES 1. Room keys become invalid after guest checks-out. 2. If a guest looses a key, another key may be issued and the previous key becomes invalid. 3. NEVER issue a room key to an unregistered guest. If a registered guest looses a key, he/she is required to fill up and sign for the additional room key.


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Task : RECEPTION

WELCOME LETTER PURPOSE To provide a warm welcome to newly arrived guests. POLICY All newly arrived guests are to receive a welcome letter that is signed by the General Manager.

PROCEDURES 1. Personalized welcome letters are prepared and signed by the General Manager for all guests

who check-in before 18:00 hours that day. 2. Deliver the welcome letter to the Housekeeping Department by 18:00 hours. 3. Housekeeping must deliver the welcome letter to the guests room by the Room Attendant

who does the turn-down service.


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Task : RECEPTION

ALOHA / COURTESY CALL PURPOSE To provide a warm welcome to new guests, and demonstrate our high level of attentiveness, courtesy and helpfulness. POLICY Within 15 minutes after check-in, a Receptionist calls newly arrived guests in their rooms to ensure that they are satisfied with their accommodations and other arrangements. Problems or complaints that are discovered by the courtesy call should be resolved within 30 minutes. PROCEDURES: 1. Call the guest within 15 minutes after check-in. Greet the guest by their name, identify

yourself, and your position, and ask if their accommodations are satisfactory. "Good afternoon Mr. Smith, this is Ketut from Reception. Sorry to disturb you, but

I want to check if your room is satisfactory. Is there anything else we can do for you?"

2. Listen carefully and do not interrupt. Respond courteously. If the guest has no problem or

complaint, say: "I am pleased to hear that everything is acceptable. Please let us know if we can

be of service during your stay." 3. Respond courteously if the guest has a problem or complaint. Accept what the guest has to

say and do not make excuses. Clarify the problem or complaint and, if it is reasonable, assure the guest that the problem will be corrected immediately. "I am sorry to hear that you do not have soap, the Housekeeper will bring some in

about 15 minutes." 4. Log the courtesy call in the Courtesy Call Logbook.

Follow-up with the staff concerned to ensure that the guest complaint has been resolved.


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Task : RECEPTION

INCOMING CALLS PURPOSE To reflect the hotel's excellent service standards, and favorably represent the hotel. POLICY All incoming telephone calls must be answered in three (3) rings or less. Each call will be answered in a pleasant and courteous manner. PROCEDURES 1. Telephone calls are answered immediately and never in a rushed or hurried manner. 2. Greet the caller cheerfully with Good morning/afternoon/evening, ASTON (property

name). How may I help you? 3. Speak clearly and pleasantly, enunciate your words, and do not use hotel jargon. 4. Listen attentively and respond when the caller stops speaking. Do not interrupt. If

necessary, place the caller on hold by politely asking, Are you able to hold? Use the caller's name if known.

5. Do not keep the caller on hold for more than forty-five (45) seconds. If the caller will be

on hold for longer than 45 seconds, return to the line, and ask the caller if you may call them back. Ensure you return these calls within 15 minutes.


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Task : RECEPTION

WAKE-UP CALLS

PURPOSE To assist guests with managing their time, and to provide a valued service to guests. POLICY All requests for wake-up calls will be handled professionally and efficiently. PROCEDURES 1. When a guest requests a wake-up call, verify the following:

Guest's Name Room number, date, and time the call is needed.

2. Record all necessary information on the Wake-up Call List. 3. All Telephone Operators on duty must check the list and be aware of wake-up call times.

Each Operator will call the guests room at the appointed time. 4. When guest answers the call greet them with Good morning/afternoon/evening,

Mr./Ms. guest's name. This is your (time requested) wake-up call. 5. Inform the Assistant Manager if the "Wake Up Call" has no answer.


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Task : RECEPTION

SAFETY BOX PURPOSE To provide security for guests' valuables. POLICY A safety box is available in every room. Guests may use the Front Desk safe if they have checked-out and are awaiting transportation. If a guest looses the safety box key, a charge of US$ 75.00 will be applied to their bill. PROCEDURES:

1. Due to limited availability of safety deposit boxes at the Front Desk, in-house guests are

encouraged to use the safety box in their room. 2. Each safety box will have two keys: one key is kept by the guest, and the master key is kept

at reception. POLICIES & PROCEDURES


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Task : RECEPTION

EXCHANGE RATE PURPOSE To maintain a high level of service and guest satisfaction. POLICY The Accounting Department will issue an updated exchange rate schedule. PROCEDURES 1. The Reception Staff must know which bank notes or travelers' checks are accepted. If the

Reception Staff is unsure, then they must check with a Supervisor or Manager. 2. Ensure that a signed exchange-rate form is used in every exchange-rate transaction. 3. Give the original copy of the exchange-rate form to the guest. Reception retains the

second copy and submits it when making the remittance at the end of the shift.


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Task : RECEPTION

IN-ROOM SAFETY BOX MASTER KEY PURPOSE To maintain guest security. POLICY Master keys are kept in a box that is handled around the clock by the Assistant Manager. Only authorized staff may open the box, and a witness must be present whenever the box is opened. PROCEDURES 1. Requests to open the safety deposit in a room should be passed to one of the authorized

staff listed above. 2. The authorized staff member obtains the key after filling-in the proper entry in the log, and

ensuring a witness signs in the log too. 3. The authorized staff member obtains the Master key for the appropriate room safety box. 4. Authorized staff then opens the safety box in the guest room in the presence of a witness.


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Task : RECEPTION

CHECK-OUT PURPOSE To provide warm, courteous, and efficient check-out service to our guests. POLICY Although check-out time is 12:00 noon, 30 minute delay is acceptable if the room is available. The checkout process should take no longer than 10 minutes. Advise guests who request late checkout that they may use the room until 18:00 hours for a 50% room-charge if the room is available. PROCEDURES 1. Prepare in advance for those guests listed to depart. Ensure their bills are prepared, and

transportation arranged if required. 2. After completing the checkout procedure, ask guests to please check their bill. 3. When the guest agrees with the bill, ask how he/she will settle the account. 4. After the billing process is completed, thank them for choosing to stay with us, remind them

to check all their travel documents, and to make sure nothing has been left in the room. 5. The checkout process has to be done within 10 minutes. Therefore, it is important that you

double-check guest bills well before the guest gets to the checkout desk. 6. Double-check if there are additional Mini Bar charges consumed as informed by the Room

Butler/Mini Bar crew.


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Task : RECEPTION

GROUP CHECK-OUT PURPOSE To ensure guests will have pleasant and warm memories of their stay at our hotel. POLICY The Manager or Assistant Manager on Duty should come to the lobby to say goodbye to departing groups. PROCEDURES 1. The Guest Relations Department informs the Manager, or Assistant Managers on Duty, in

every department of the time of the group's departure. 2. Managers or Assistant Manages greet and talk to the guests while the group is waiting for

their bills or for transportation. 3. Guests are invited to comment on the room, food, hotel facilities, and services. 4. Log any negative comments, and pass these on to the concerned departments. 5. Say goodbye, wish them a nice trip home, and invite them to come back to stay with us.

10. ai front office manual (1).pdf

Documents

office manual

manual revision update

office manager

private property iv

department section

written agreement objectives

department policies

department staff members