Front Office 2
Front Office 2
Front Office 2
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COMPETENCIES FOR
REGISTRATION
Frist impressions re incredibly importnt. The look, the apperance nd mannner of the
reception nd the front house staff:
Everything will either mtch, exceed or disappoint guests ‘ expectations – which in turn
may influence how they feel about their whole sty at the hotel, how they describe their
experience to otherrs and whether or a not the come back!.
It dosen’t mtter how good your check-in systems and procedures are, or how impressive
the public spces of the hotel:
If reception staff don’t welcome every guest promptly, courteously and in a friendly
manner (as appropriate to the formal or informal style of the hotel), all the effort put into
efficiency will be wasted.
REGISTRATION
On the guests’ arrival at the front desk, the receptionist will look up the arrivals list
and/or other booking records and check the guest’s booking details-frist of all, to make
sure that there is in fact a booking, and a room available (and that the guest has turned
up at the right hotel on the right day!)
After greeting a guest in a welcoming and courteous manner, confriming or entering the
guests booking and dealing with any urgent questions the guest may have (such as
whether cars can be left standing outside, or whether there is help available with
luggage), the receptionist should ask the guest to ‘register’
Under the Immigration accommodation providers must keep a record of the full name
and nationly of their guests.
1. The steps of registration process, explain the funtion of preregistration, and identify
preregistration activities.
2. Describe the function of registration records and registration cards, and identify
factors that affect room and rate assignments during the registration process.
3. Follow procedures for establishing the guest’s method of payment registration.
4. Explain the imprtance of verifying the guest ‘s identity , follow proper procedures for
addressing special requests from guests during registration.
5. Discusss creative registration options, decribe techniques used to upsell guests during
registration, and explain how to handle situations in which guests cannot be
accommodated by the hotel.
8. THE GUEST WHO THE FRIST TIME CHECK IN MUST BE COMPLETELY DETAILS
- TELEPHONE NUMBER
- HOME ADDRESS
- COMPANY DETAILS
- METHOD OF PAYMENT
9. LOCATE THE RESERVATION IN THE SYSTEM AND CHECK FOR SPECIAL SERVICES AND
MESSAGE. IF THE ROOM HAS NOT BEEN LOCATED AND THJE RESERVATION DOES NOT
INDICATE A PREFERENCE ASK THE GUEST IF THEY WOULD PREFER SMOKING OR NON
SMOKING ROOM.
NOTES :
HOTEL MEMPUNYAI HITUNGAN TERSENDIRI MENGENAI HARGA JUAL JASANYA KARNA ADA
DUA TAMBAHAN KOMPONEN HARGA JUAL SERVICE CHARGE DAN PAJAK PEMBANGUNAN
SERVICE CHARGE ADALAH TAMBAHAN BIAYA JASA SEBESAR 10% . UNTUK KARYAWAN,
CORPORATE SOCIAL, LOSS&BREAKAGE. THIS IS REGULATION INDONESIA
KREDIT CARD CONDITION OPEN PERGI KEMANA SAJA TIDAK USAH LAPOR KE KASIR
DOB (TANGGALLAHIR)
GL GUARANTEED LETTER
SHOULD BE ESCORTED
Chapter 8
Information Directory
Area maps
Taxi telephone numbers
Airline telephone numbers
Bank locations
Church Locations
Shopping locations
Special events schedules
Mail/ Package HANDLING
Telecomunications Services
In-room local and long-distance telephone service
Telephone messages (Menawarkan untuk meninggalkan pesan jika pihak yang
tertuju jika tidak bisa dihubungi)
Voice mailboxes(Pesan lewat suara)
Broadcast messages for groups(Pemberitahuan secara grup serentak tehubung)
Fax log / note(Mencatat fax yang sangat beresiko)
Wake-up services(Pelayanan untuk membangunkan ke tamu/ jika tidak juga
bangu maka datangilah kamarnya “Bellman dan Security”)
E-mail
Call broadcast / announce
Interdepartemental Communications
Housekeeping
Engineering/maintenance(Untuk jika ada kamar yang OOO)
Revenue centers(Kesatuan pendapatan FB dll, untuk mengetahui pendapatan
dihitung mulai jam 24.00)
Marketing/public relations(Menjualkan keberbagai perushaan/ kerja sam
dengan berbagai Perushaan)
Forecast revenue perkiraan pendapatan diketahui dari berbagai
reservation(bunqet,room dll)
8 departement
Coorporate rate (Kerjasama antara perusahaan)
CHAPTER 8
Security Staffing:
In House Security Staff
Greater control over security officers
More focused training karyawan outscorsing berdasarkan
management outscorsing dan upahnya juga setengah
Karyawan outscoring seperti karyawan titipan
Resiko : tingkat loyalitasnya kurang pada hotel
Quality of personnel becomes hotel decision
More effective integration with other hotel departements
Legal Concepts
Reasonable care Masalah yang masuk akal
Foresee/ create ability
Proximate cause Berfikir sebelum bertindak
Negligence Acuh
Damages Ancaman
Compensatory Kompensasi demi image hotel
Punitive Hukumannya
Chapter 9.
The Front Office Audit kepastian revenue
Managing Front Office Operations
Types of Folios
Guest folios
Master folios secara keseluruhan di leger
Non-guest folios
Employess folios
Special request folios (Split folios) memisahkan rekening pembayaran
pribadi dan garanteed
Guest/City Ledgers
Guest ledger:
Account of registered guest
Accounts of advance deposits from future guest (creadit ballace)
Front office collects
City ledger (non-guest ledger):
Guest ledgers not paid in full at check out
Accounting departement collects
Front Office Accounting Formula
*Previous Balance + Debit- Credits = Net
Outstanding Balance
Cash Banks
Bank limit
Net cash receipts
Overage/shortage pemakaian lebih
Due back
BE AWARE HATI2:
AND
THE TELEPHONE IS
TO BE ABLE TO
IS
BE ALERT
ON
1.
THE PERSON YOU ARE TALKING TO WILLL NEVER KNOW YOU ARE SMILING /HELPFUL/ BUSY
EXCEPT
2.
3.
IF YOU HAVE TO TRANSFER A CALL EXPLAIN AND MAKE SURE THE CALLER WANTS TO BE
TRANSFERRED
4.
WHAT EVER YOUR JOB AT WORK WHEN YOU USE THE TELEPHONE YOU ARE THE
ORGANIZATION
5.
IT’S A GOOD IDEA TO GIVE THE CALLER THE NAME AND PHONE NUMBER OR EXTENSION OF
THE PERSON YOU ARE TRANSFERRING TO IN CASE THE PHONE / LINE IS DISCONCTED
6.
YOU MUST DEVELOP SKILLS TO MAKE THE TELEPHONE AN EFFCTIVE BUSNIESS TOOL.
7.
INCREASE GOOD WILL WHILE REDUCING THE CHANGE FOR MISUNDERSTAND, LOST MESSAGE
AND MISTAKES.
8.