Hotel Internal Audit for Front Office

HOTEL INTERNAL AUDIT

HOTEL OPERATIONS

HOTEL GOAL: SERVICE EXCELLENT => PREFERRED HOTEL

DEPARTMENTAL JOB DESCRIPTION Hotel Accounting S.O.P

Hotel Front Office S.O.P

Hotel F & B Operating S.O.P

Hotel Human Resources S.O.P

Hotel Sales & Marketing S.O.P

Hotel Engineering S.O.P

Hotel Accounting Standard Manual

Hotel Manual Hotel F & B Hotel Front Office Standard Housekeepi Operating ng Standard Standard Manual Manual

Hotel Human Resources Standard Manual

Hotel Sales & Marketing Standard Manual

Hotel Engineering Standard Manual

Hotel Housekeepi ng S.O.P

Front Office Standard Manual Section 1: HOTEL WELCOME COURTESY c.Welcome Statement d.Guest Service Agents e.You are Information Center f. The Front Office Computerized g.The Electronic Data Chapters

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Front Office Standard Manual - Continue  Section 2: YOUR NINE DAYS ORIENTATION

Day One  I Can Do It!  Making It Right  100% Guest Satisfaction Guarantee  Blood Borne Pathogens  Personal Appearance  Emergency Situations  Lost and Found  Recycling Procedures  Safe Work Habits  Manager on Duty  Hotel’s Fact Sheet  Employee Policies  The Disabled Guest

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Front Office Standard Manual - Continue Section 2: YOUR NINE DAYS ORIENTATION

Day Two Telephone Courtesy Safety and Security Guestroom Types Maintenance Needs Hotel Policies Facsimile Machines NEXT

Front Office Standard Manual - Continue Section 2: YOUR NINE DAYS ORIENTATION

Day Two continue What is a Guest Service Representative? Working as a Team with Co-Workers and Others Sense of Arrival Departments Target Markets The Front Desk Computer System Front Desk Printers The Telephone System Room Inventory and Occupancy Terms NEXT Room Rate Terms

Front Office Standard Manual - Continue Section 2: YOUR NINE DAYS ORIENTATION

Day Three Your Community Giving Directions Transportation to the Airport Elevator Courtesy Restaurant Menus  Using Guestroom Equipment and Amenities Point-of-Sale Equipment Room Racks Room Status Codes Types of Reservations NEXT Par Stock System

Front Office Standard Manual - Continue Section 2: YOUR NINE DAYS ORIENTATION

Day Four Loyalty Reward Program Check-In and Check-Out Guidelines Room Forecasts Credit Card Approval Procedures Check Approval Procedures Credit Check Report Currency Exchange VIPs

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Front Office Standard Manual - Continue  Section II: YOUR NINE DAYS ORIENTATION

Day Five  Task 1 Use the Front Desk Computer System   Task 2Use the Front Desk Printers  Task 3 Use the Front Desk Telephone System   Task 4Use the Facsimile Machine   Task 5Use the Photocopy Machine   Task 6Organize the Front Desk/Prepare for Check-Ins  Task 7 Use the Front Office Logbook   Task 8Prepare and Use an Arrivals List  Task 9 Block and Unblock Rooms   Task 10 Set Up Pre-Registrations  Task 11 Begin Guest Check-In  Task 12 Establish the Payment Method During Check-In  Task 13 Secure Authorization for Credit Cards  Task 14 Issue and Control Guestroom Keys  Task 15 Finish Guest Check-In  Task 16 Use Effective Sales Techniques  Task 17 Pre-register and Check-in Group Arrivals  Task 18 Show Rooms to Potential Guests NEXT  Task 19 Use a Waiting List When Rooms are Not Ready for Check-In

Front Office Standard Manual - Continue Section II: YOUR NINE DAYS ORIENTATION

Day Six Task 20 Task 21 Task 22 Task 23 Guests Task 24 Task 25 Task 26 and Faxes Task 27 Task 28

Relocate Guests in Oversold Situations Use a Manual Room Rack System Process Room Changes Process Safe-Deposit Box Transactions for Prepare a Cash-Only Report for Outlets Run and Follow Up on Credit Check Reports Process Guest Mail, Packages, Telegrams, Maintain a Guest Information Directory NEXT Prepare Maps and Provide Directions

Front Office Standard Manual - Continue Section II: YOUR NINE DAYS ORIENTATION

Day Seven Task 29 Task 30 Events Task 31 Task 32 Task 33 Task 34 Task 35 Task 36 Task 37 Task 38

Help Guests with Special Requests Respond to Questions about Services and Cash Checks for Guests Pick Up, Use, and Turn In Your Cash Bank Post Guest Charges and Payments Follow Guest Privacy and Security Measures Process Wake-Up Calls Operate the Pay Movie System Process Guaranteed No-Shows Update Room Status NEXT

Front Office Standard Manual - Continue  Section II: YOUR NINE DAYS ORIENTATION

Day Eight  Task 39  Task 40 Reservations  Task 41  Task 42  Task 43  Task 44  Task 45  Task 46  Task 47  Task 48  Task 49  Task 50  Task 51  Task 52

Help Guests Make Reservations Check the Toll-Free Number Printer and Input Late Process Guest Check-Outs at the Desk Adjust Disputed Guest Charges Transfer Allowable Guest Charges Process Automatic Check-Outs Handle Late Guest Check-Outs Process Late Charges Keep the Front Desk Clean and Orderly Reconcile Room Status With the PM. Housekeeping Report Prepare a Current Status Report Perform Bucket or Tub Checks Inventory and Requisition Front Desk Supplies Complete and Turn-in Shift Checklists NEXT

Front Office Standard Manual - Continue Section 2: YOUR NINE DAYS ORIENTATION

Day Nine Review all previous training days and plan additional training time, if necessary  Employee performs some tasks while the trainer observes  Employee to complete the “Employee Orientation Check List” provided by the Department Head and this must be submitted to the Human Resources Manager.  Add more tasks as the employee progresses NEXT

Front Office Standard Manual - Continue Section Section Section Section Section Section Section Section Section Section Section Section Section

3: 4: 5: 6: 7: 8: 9: 10: 11: 12: 13: 14: 15:

Hot Button Issue 4 PM Holds Cash or Incidental Deposits Credit Card Use by a Third Party Daily Log Entertainment Cards Free Nights Stay Certificates Loyalty Program Reservations Guest Complaints, Give Backs Hospital Rates Incoming Calls Lobby Usage Local Check-Ins NEXT

Front Office Standard Manual - Continue Section Section Section Section Section

We’re

Section Section Section Section

16: 17: 18: 19: 20:

21: 22: 23: 24:

Meeting Room Telephones Manager on Duty Calls Messages Reservations, Catering Reservation Room Referrals, Sold Out Reservation Cancellations Staff Offices Staff Telephone Numbers Uniforms, Please Do Not NEXT

Front Office Standard Manual - Continue Section 25:

I CAN DO IT

The I Can Do It! Service Evaluation Program A. B. C. D. E. F.

Personal Appearance Attitude Professionalism Knowledgeable Switchboard Operations Answers you Need to Know NEXT

Front Office Standard Manual - Continue Section 26:

HOTEL SERVICE COMMITMENT

a) Introduction b) c)

Guest Complaints Guest Service Letters

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Front Office Standard Manual - Continue Section 27: ROOM FUNCTIONS Section 28: RESERVATIONS Section 29: CASHIERING Section 30: NIGHT AUDITING Section 31: ACKNOLEDGEMENT RECEIVE

MANUAL

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