Front Desk

Nordic Choice__________________________________________________________________________

Front Desk

Nordic Choice HotelsFrederik Stangs gate 22 -24, 0264 OsloPostboks 2454 Solli, 0201 Oslo__________________________________________________________________________

Index1Arrival List51.1What51.2Why51.3How51.3.1Arrivals List51.3.2Activity List71.3.3Correcting Inventory71.3.4Nordic Choice Club Members and Benefits72VIP Guests92.1What92.2Why92.3How92.3.1Examples of VIP guests102.3.2VIP102.3.3Create Local Guest Card103Waiting List103.1What103.2Why113.3How113.3.1Waiting List priority113.3.2Contacting Waiting List114Add Ons124.1What124.2Why124.3How125No Show135.1What135.2Why135.3How135.3.1Payment charge guests credit card?135.3.2Delayed arrival after cancellation deadline135.3.3Cancellations135.3.4Third party channels136Upsell146.1What146.2Why146.3How146.3.1Prices and upsell147Reports147.1What147.2Why157.3How157.3.1Manually Printed Reports157.3.2Automatically printed reports158Comments168.1What168.2Why168.3How169Activity List169.1What169.2Why169.3How169.3.1Important to include on an activity list:1610Preparations for groups and events1710.1What1710.2Why1710.3How1710.3.1Groups/Events1711Quick Folio1811.1What1811.2Why1811.3How1812Payment1812.1What1812.2Why1812.3How1812.3.1Cash1812.3.2Credit cards1912.3.3Invoice routines2012.3.4Adjustment2112.3.5Pre-payment2112.3.6Tops2112.3.7Crediting2212.3.8Disbursements2212.3.9Overdue on checkout/Krubba2213Statement2313.1What2313.2Why2313.3How (Step by Step)2314Bonus points / Bonus nights2414.1What2414.2Why2414.3How2414.3.1LVERDI and LVERD22414.3.2Post benefits for NCC members2414.3.3Add points in a reservation2415Registration Card for Foreign Guests25

Arrival ListWhatThe Arrival List is must be thoroughly reviewed the day before and the same day as arrival to ensure that correct information is registered in the reservation card and the invoice card. WhyWe are dependent on accurate information to be able to: Deliver great guest service Ensure correct invoicing/billing Optimize the hotels revenue by ensuring all reservations are correct and confirmed, Provide a good work flow between the Front Desk and other departments as well as guest contact.HowArrivals ListYou will find the arrival list through: Front Desk Reservation Overview todays arrival date Sort alphabetical (Shift F8 + Last Name, First Name)Check to find possible double bookingsSort the arrival list alphabetic order by name is a quick way to check for double bookings. If you find reservations registered with the same name and arrival date, the best practice is to call the guest before arrival to verify the reservation is correct. If the reservation is correct, ask the guest for the correct name for the other reservation. No reservation should be checked in with the same name on the same arrival date. Change to correct name before check-in. Below are instructions on how to sort the arrival list in alphabetic order by Last Name, First Name. Reservation overview Choose date under Arrival date and choose confirmed under Status menu press Shift + F8 You will now get the Rooms Reservation Sort box opened (see picture). Select Last Name, First Name and press OK.You will now have your list sorted in alphabetic order.

Add E-mail Address for LooponAdd guests e-mail under tab Extra Info so that we can send a request to the guest to fill out Loopon. If an e-mail address is not registered, ask the guest upon check-in or look for information from Third Party Channels such as booking.com, Loyaltybuild etc.

Compare with arrivals list in Choice Centralhttps://apps.choicecentral.com LOGIN: Check with your managerQuick Links Rates and Inventory Reservations Arrivals/Cancels Check if all reservations are correct in Cenium for todays arrivals. Also print out the special request list and work after that list to ensure we give the guest what they have requested in the best way possible.

Compare arrivals lists in Third Party ChannelsFor reservations from Third Party Channels, double check that all bookings have been registered in Cenium and that all cancellations have been registered in Cenium. In addition, check after special requests made by the guests. Hotelzon (Sverige) Link: http://webconnect.hotelzon.com/ Expedia Link: https://www.expediapartnercentral.com Booking.com Link: https://admin.booking.com/hotel/hoteladmin/ Loyaltybuild Link: https://www.emos.ie/Activity ListVerify that all Activity messages are connected to the right department code and date. Correcting InventoryReview and correct the room inventory one week ahead to ensure that categories are not overbooked. This is a request from Revenue and needs to be made in order for their programs to work in the best way possible. Ensure all NCC Platinum guests have been upgraded one room category one week ahead. Hotels upgrade their VIP guests, including Nordic Choice Club members, or upgrade guests if one of the room categories is overbooked.Nordic Choice Club Members and Benefits Check individual benefits and make a note of them in the guests reservation card In Cenium: View Loyalty Program to see the guests benefitsIf no individual benefit has been chosen, help the guest choose their benefits upon check-in In Relation Plus Find Customer: Individual Information 3Relation Plus is Nordic Choice Clubs main database for members and all changes to a member profile need to be made through this program and not through Cenium.

If you need to add a comment for a guest that is to be visible on all the guests bookings at your hotel, this can be made under Guest card through: Search up the guest in CCIS:

Open the customer card: Shift F5 + Functions Edit Local Info

Click General and make a note under the pen.

Recruit New NCC MembersAll guests who arrive/book at a Nordic Choice Hotel should be asked whether they have a Nordic Choice Club card, Sokos Hotels card or Coop member card. If they are not registered members, they should be offered membership in Nordic Choice Club. The registration form has to be registered in Relation Plus as New customer and in the Reservation Card under View + Add new CC member to ensure that the guest receives bonus points and benefits for current stay.NCC Manual Cenium 6VIP GuestsWhatEvery hotel must specify which guests are VIPs at their hotel. WhyWe treat our VIPs like VIPs to maintain our guests loyalty to our hotel and to Nordic Choice Hotels. HowExamples of VIP guests Nordic Choice Club Members, Silver, Gold and Platinum Conference or group bookers Celebrities Agents NCH Employees Nordic Choice Club Bonus guests Bloggers Guests that have stayed 50, 100 nights or stay at your hotel often. VIPThis VIP tick box will automatically be ticked for Gold and Platinum members.

Create Local Guest CardIf the guest does not wish to become a NCC member but is entitled to VIP treatment, you may create a local guest card where comments and other information can be added.Waiting ListWhatGuests on the waiting list will have their own booking confirmation number and the reservation will be visible in the reservation overview. The reservations will have orange color text.

A pop-up message will automatically be displayed when there is a cancellation in the same room category.

WhyThe new functionality with Waiting List has been made to make waiting list reservations more visible compared to other reservations. This pop-up feature is to serve as a reminder that the hotel has a reservation on waiting list that day.HowWaiting List priorityEach hotel is responsible for setting up which specific room category should generate a popup message when the room is being cancelled. In the Waiting List reservation card, there is a waiting list priority (1=High 2=Medium 3=Low):1. NCC Platinum/Gold guests, regular guests, guests paying a high price, long staying guests, and guests already staying in the hotel or that are a part of a group. 2. Silver members and guests on contracted rates. 3. Blue members and non-members.Waiting list reservations should be booked to room categories available in the inventory. Check PMS General Availability.

Contacting Waiting ListHotels will normally contact guests the same day of arrival if they receive a cancellation and have availability in their inventory. The waiting list should be checked on a daily basis and one week forward. Add OnsWhatAdd Ons is a function that can be used to add extra charges to a reservation. An Add Ons report exists to gather all posted Add Ons for a specific date.WhyThis new functionality is created to offer customers a wider selection of extra products (upsell) and make it easier to sell packages both at the hotel and online.HowInsert Add On package in the Reservation ADD window on (Alt+D) on the reservation as follow.

The ADD button will turn red when you have reserved/requested an Add On for the guest.

You see the split for the chosen Add On package, in the package details description box or under View (alt+V) Package Details, on the reservation. The posting date is also stated in this box.

Each hotel sets the cancellation policy for their Add On packages. You can decide if the charges should be charged each day or a specific day in the Add On reservation window (Alt+D).Finance does not want to use the function add to package in Add Ons. The guest should be able to see the extra charges on the reservations.No ShowWhatGuaranteed bookings that have not been checked in before night audit will change status to No Show and must be handled before it can be posted/charged. It is important that the front desk does not check in guests that have not arrived at the hotel, due to security of the hotel.WhyIf the reservations and payment is not handled correctly, hotels will be charged commissions for third party channel reservations. The Swedish hotels will be charged VAT for No Shows.HowPayment charge guests credit card? Guests will be charged the day after ordinary arrival by credit card or guarantee of a travel agent. It is important to cancel all reservations without a guarantee before night audit. Guests who booked direct with the hotel or customer service should be contacted before they get charged for no show. Guests booking through third party channels or Web do not need to be contacted before they get charged. Delayed arrival after cancellation deadlineIf the customer arrives one day later without given notice, the first night will automatically be charged and if the hotel has availability for the rest of the guests stay, they can offer agreed rates or Best Available Rate.Cancellations If the guest cancels the reservation by phone, a cancellation confirmation is to be sent always by email to the guest. You can later track all sent confirmations. If the guest booked the room through a third party channel or a travel agent, the reservation needs to be cancelled the same way. If you get a cancellation by phone, you need to make a note on the comment field, with whom and why the cancellation was made. No Shows from a group is the department manager or group bookings responsibility.

Third party channels If a guest booked through a third party channel, the hotel must contact the channel to let them know the reservation is a No Show. If the hotel does not contact the third party channel, the hotel must pay provision for the reservation. For Booking.com, this information can be added on their website.UpsellWhatAn upsell is when you make an active sales effort, and get the guests to upgrade their pre-booked room to a higher room category for a specific amount of money. Improved functionality in Cenium 6.0 where prices are added in the setup per room category upgrade. For other upsell possibilities, see Chapter 4 Add Ons. WhyThe Front Desk uses the upsell functionality to increase sales and reach a higher profit.HowPrices and upsellSet a standard for your hotel and upgrade of each room category. Asking all guests when they check-in if they are interested in upgrading their reservation for a small fee. Always use service type UPGRADE for Upsell fee. Do not use ACC/LOGI.

ReportsWhatThere should be a standard for what report is set to automatically print reports. This is normally set to every 6th or 8th hour depending on wishes from the hotel. It is a recommendation that large hotel should print the automatically reports more often than the minimum requirement of every 8th hour.Why The automatic printed reports are needed for security in case of emergency such as fire. The manually printed reports are needed for information about day-to-day work. HowYou find the reports under Hotel Management > Front Desk/Reservation > Reports

Manually Printed ReportsReportWhenWhoWhat

Service request / VIP list / Add Ons listMorning shiftReceptionShows all VIP and add on packages for chosen date.

PMS correction reportNight shiftReception, give it to department manager

The list shows all corrections during the shifts

Activity ListNight shift, First shift, Second shiftReceptionA list to help the communication in the department and hotel.

BEO Form (conference)Morning shiftReceptionShows and give info about todays conference.

Automatically printed reportsIt is recommended to have easy access to these reports. It should be easy to give the reports to fire departments and other external departments if needed. Arrival list (minimum every 24th hour) Departure list (minimum every 24th hour) Fire Report (minimum every 8th hour) Rooms need cleaning report (05:00 each day) Security report (minimum every 8th hour) Rooms cleaning (minimum every 8th hour)CommentsWhatComments in this chapter are information used by front desk/reservation. Comments that are to be followed-up by a specific department are explained in Chapter 9 Activity List. WhyHaving informative comments helps to ensure that agreements with guests are noted and delivered when something is agreed upon with the guest. Note that this field can be read by different departments and users. HowThe information in comments should be based only on facts and not personal opinions. Abusive language is NOT to be used. There is a tick box used only by the front desk. This tick box will generate a popup when you are checking in & checking out guests to ensure that you have seen all necessary information.This is to be used for internal use and all hotels should know short descriptions. These comments are not for follow ups. Example: GTD on PM (Guarantee on paymaster) 3RISN (3 rooms in same name)Activity ListWhatThe activity list is our to-do list, a report with all the activities that needs to be addressed by the department during the day. The activity list is found under Front Desk/Reports/Activity list. Sort by code: FD (Front Desk) and choose todays date. WhyThe list is a tool that helps us ensure all our tasks are followed up and completed in a timely and correct manner. HowThe list is printed every day. The morning shift is responsible for resolving the activities for that particular day. If there is anything that still needs follow up when the evening shift starts, the morning team is responsible to hand the tasks over to them. Important to include on an activity list:Special requests i.e. room assignmentsPayment information, for example what address/company/contact person is the hotel to send a specific invoice to?Allergies/ pets in the roomStaying roomsLate check-outsOther matters that needs to be addressed The Front Desk is also responsible for adding activities to other departments when receiving requests from guests. One example is requests for extra beds that need to be directed to the Housekeeping department. Preparations for groups and eventsWhatPrepare group check-in for groups that will arrive together. The Front Desk is responsible for allocating rooms, preparing keys and checking the groups in. Front Desk also ensures that all rooms are cleaned and ready for check-in when the group/event arrives. WhyTo provide a smoother and quicker check-in for both guests and Front Desk staff. The Front Desk staff will have to prepare the group and communicate to the different departments about changes. HowGroups/Events Morning shift emails housekeeping arrival time and room number for the group, before 11am on the arrival day. Allocate rooms. Print name tags (stickers through Cenium with group name, guest name and room no. that can be pasted on to the keycard folder.) Create keycards the night shift or morning shift are responsible for making these the day of arrival. (can be made from group reservation card if keycard interface is installed) Follow up cleaning status on rooms keep a dialogue with Housekeeping department to ensure they are ready on time. Check if the group has correct price and segment (who is responsible for this varies depending on the size of the hotel; small hotels do it themselves, bigger hotels usually have a function for this, i.e. Group Coordinator ) Groups will only be checked in if the companys guaranteed for potential incidentals. If the rooms are not guaranteed for, the guests need to check-in individually and provide a credit card for incidentals, unless other agreement has been made If no guarantee is provided the Front Desk is responsible for ticking in no further posting on all reservations in that particular group You should always check comments for each group if there is any special request, upgrades or messages from the group department that needs to be addressed before check in. Links attached is a function where the hotel can add name lists, contracts and more. This information is visible for all departments. See Group routines.Quick FolioWhat

Quick Folio is the folio where cash payments are made when there are no reservations that can be used. Other departments can use Quick folio. Make sure that the quick folio is named Front Desk. WhyYou will not need to make a new reservation/paymaster for every single payment, walk in breakfast and so on.How All hotels should use one Quick Folio pr shift. Every shift (shift leader) is responsible for checking that the QF is empty when the shift is over. Maximum one checked in Quick Folio per shift. The QF should always be marked with date and shift. For Spa Hotels: Spa will have their own Quick Folios to ensure payment for spa guests. These will have the status Confirmed and will therefore not be visible for with the Front Desk QFs. Do not use the Quick Folio as a paymaster. Payments should be charged and posted directly.PaymentWhatA standard for how Nordic Choice is to handle payments for our guests. WhyThe guest will have a consistent experience of how Nordic Choice Hotels handle the payment process. HowCashThe guest can pay with local currency or foreign currency (notes only). Local currency: Foreign currency: Write in the currency (negative) amount in the unit price. Give the change back in local currency as seen in the Balance field.Credit cardsUpon check-in, the front desk should always take a guarantee of the accommodation, spa treatments etc. to ensure payment from the guests. The authorization is set to be the same amount as charged in the guests folio.When the guest check in, take an authorization of the guests credit card (ctrl+S)

If the guest wishes to pay during check in, use advanced folio. No charges will be registered in the check out folio before night audit. The guest must be checked in to use this function. You find the advance folio under function (alt+U) on the checkout folio. Invoice routines See the Credit management manual on the wall: Credit Management

Remember to: Never change address on a customer card in Cenium. If a reminder is created because of delayed payment, the original address will be the address that will be shown not the written one. Always double check invoice address, reference number (PO number, cost center etc.)Standard invoice fee Nordic Choice Hotels: 65 NOK/SEKWe encourage all hotels to send invoices by e-mail. To change printer settings, please contact Service Desk.

AdjustmentAdjustment is a new function that will allow the hotel to adjust the whole amount or to give a guest discount. When a hotel uses this function to give discount they have to mark the line for accommodation in invoice management and if they have to correct the whole amount they need to adjust each line in invoice management. NB! Do not make adjustments on other lines in invoice management than Service Type ACC when correcting a part of a rate.Pre-paymentOnly non-refundable reservations from choice.no/se/dk. There will be a note in the comment field where you will see that the reservation is prepaid. Prepaid reservations from choice.no/se will always be posted in Invoice 4. Should be posted at arrival. Always use payment type PREPAYMENT.TopsThis is payment with international bonus points. Post this with Settlement type TOPS. For more information see the wall: TOPS - Choice Hotel International

Contact choice_privileges_hotels@choicehotels.com for questions. Lisa Ingold is Program Manager at Choice Privileges: lisa_ingold@choicehotels.com Crediting You credit all payments on the Check Out Folio > Functions (Alt+U) > Credit folio. All individual bookings shall be credited in total. See Admin routines for crediting group invoices.Your credit post will show on invoice Credit folio (Alt+C) and your new debit on invoice B (Alt+B). When the credit is made it will show red dots on the folios that has an amount posted on it.

Please note that you need to post the amount on the credit invoice back on the same payment type or credit card as charged.

DisbursementsNo function in Cenium 6.0 yet.Overdue on checkout/KrubbaThe list Overdue on checkout must be checked every day. You will find the list under Statements Functions Print Res. With Remaining Amount.

StatementWhatA statement is a summary of all postings made in the time span from when the latest statement was posted. Statements are no longer attached to a morning, evening or night shift. A new function has been added where each salesperson can be set up with an individual statement. The recommendation is to not use individual statements.WhyShift-end cash must be banked and signature receipts must be stored for finance department when shift ends.How (Step by Step)Instructions for how to use statement function in Cenium 6.0.1. Collect all Invoices, receipts etc. for your Shift.1. Begin with making the Statement Editable (Alt + Z)1. Start by Change to New Statement: Hotel Management Front Desk - Statement Function New Statement (F3)1. Important to leave Date & Salesperson blank1. Then Calculate Statement Hotel Management Front Desk - Statement Function Calculate Statement1. Print Statement: Hotel Management Front Desk - Statement Function Print Statement1. Post Statement: Hotel Management Front Desk Statement Functions Post Statement (F11)

Statement Cenium 6.0Bonus points / Bonus nightsWhatNordic Choice Club is one of the leading loyalty programs in the hotel industry in the Nordic countries.Read more about Nordic Choice Club at www.choiceclub.netWhyNordic Choice Club members earn bonus points when staying at hotels operated by Nordic Choice Hotels. Members also get extra service benefits at the hotels.Nordic Choice Club points can then be used for bonus nights, restaurant meals and rental cars. To redeem bonus points, members must have minimum of 10,000 valid bonus points in their bonus account.HowLVERDI and LVERD2When points are to be charged upon check in, the Rate Code is LVERDI and the Bonus Type X. Points will then be charged automatically when you check in the guest. You are responsible to secure that points are charged correctly when checking in a bonus night reservation.* *In some bonus reservations the points are charged in advance. These reservations have Rate Code LVERD2. The person who checks in the reservation need to check that the correct amount has been withdrawn from guests NCC card.

A statement of all added and redeemed points is sent to the hotels by Nordic Choice Club after each month. This is performed to ensure that finance can connect bonus withdraws together with a transaction.Post and print the receipts in a bonus reservation by using payment type Redeem. Post benefits for NCC membersCharge in the guest reservation check out folio and use adjustment to give the 100% discount. Reason code: NCC benefits.Add points in a reservationPoints are added automatically in reservations which qualify for bonus points in the Checkout Folio when you check out the reservation.Check that the bonus type is correct: Business Leisure Package Crew No points given Redeemed Pre-redeemed

Registration Card for Foreign GuestsTake registration card and passport number of all foreign guests.For printing a registration card from Cenium 6.0: From a guests reservation card > printing > registration card

This card should be printed for all foreign guests. They will need to fill out their information and the hotel should store this in the guest folder. HR will provide guidelines for storing this information.

__________________________________________________________________________________________Created by: Hanne Johnsen26 of 2620 Routines Front DeskLast Changed: Karoline Berg 25.09.2014