Reception Service Front Office

RECEPTION SERVICE FRONT OFFICE

Penulis

Komang Arini

Penelaah

I Nengah Sudipa

Layot & Design

Usman Jayadi

Penerbit

CV. Kanhaya Karya

Jl. Melati Raya VIII/2 BTN Rembiga

Kota Mataram – NTB

Email: penerbitkakapress@gmail.com

Website: www.kakapress.com

WA: 081238426727

ISBN: 978-623-92252-8-5978-602-60169-9-7

Cetakan Pertama

Mei 2020

PREFACE First of all, I would like to thank The Almighty God, Ida Sang Hyang Widhi Wasa for His blessing that this book entitled “Reception Service” could be completed. On this occasion with great humility, I would like to thank and express my best gratitude for everyone that support me in completing this book through the guidance and direction as well as the encouragement that are very useful and helpful for the preparation and writing of this book. This book, “Reception Service”, leads the students from the larger world of Tourism and Hotels to the specific area of Front Office department. Front Office in a hotel is a fascinating world on its own. It is the nerve center of hotel operations. It creates the first impression, the last impression and a lasting impression upon the guest. Front Office personnel need to have excellent communication skills, impeccable grooming standards and an ability to converse on a variety of topics. This book equips the students to develop their This unit deals with skills and knowledge required to provide on arrival, stay and on departure accommodation reception services to guests, and to provide operational support information to management and other departments and also This unit applies to the use of manual or computerised front office systems required to provide on arrival, stay and on departure accommodation reception services to guests, and to provide operational support information to management and other departments within the labour divisions of the hotel and travel industries

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This book has simple language and pictorial illustration for easy grasp of the concepts. I hope this book will go a long way in making the student aware of newest approach for their career.

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Table of Contents

Table of Contents

Element 1: Prepare reception area for guest arrival.................5

1.1 Prepare reception area for service.....................................6

1.2 Check reception equipment...............................................8

1.3 Review expected daily guest movement............................8

1.4 Allocation of room in accordance with special requests.....

...............................................................................................11

1.5 Follow-up on uncertain arrivals and reservations............15

1.6 Compile arrivals lists........................................................15

1.7 Distribute arrivals list as required.....................................16

1.8 Monitor guest arrival and take appropriate action...........17

Element 2: Perform check-in functions..................................18

2.1 Welcome guests on arrival...............................................20

2.2 Determine if the guest has a reservation and confirm and

explain reservation details.....................................................21

2.3 Determine if guest is a walk-in and identify if room is

available ................................................................................21

2.4 Decline a guest if appropriate..........................................22

2.5 Complete guest registration process................................24

2.6 Issue keys and vouchers as required................................25

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2.7 Follow internal accounting protocols...............................25

2.8 Explain room and house facilities and services to guests..

...............................................................................................26

2.9 Arrange for porter services..............................................30

2.10 Implement standard house protocols for problem

situation.................................................................................30

2.11 Monitor guests’ arrival and take appropriate action as

required.................................................................................30

Element 3: Perform ‘during stay’ functions............................31

3.1 Process room change requests.........................................33

3.2 Process extensions to stays..............................................33

3.3 Process variations to guest numbers................................33

3.4 Process variations in room rate........................................34

3.5 Process upgrades.............................................................34

3.6 Process special requests...................................................34

3.7 Process guest charges......................................................35

3.8 Respond to guest queries.................................................36

Element 4: Perform check-out functions...............................37

4.1 Maintain and prepare guest accounts..............................39

4.2 Prepare and review departures lists.................................39

4.3 Present the accounts to guests.........................................39

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4.4 Process payments and refunds and issue receipts...........40

4.5 Process express check outs..............................................41

4.6 Process group check-outs................................................41

4.7 Distribute departures list as required...............................41

4.8 Assist guest with on departure requests..........................41

Element 5: Prepare front office records and reports..............44

5.1 Prepare and update front office records..........................44

5.2 Generate internal reports as required..............................45

5.3 Facilitate night audit activities..........................................45

Recommended reading.........................................................46