POLICIES & PROCEDURIES
Front Office / Index No:
Subject: Front Office – Index / Page: 1 of 1
S. No / Topic / Page No
Reservations Policies and Procedures
1 / Documents reservation into appropriate reservation forms. / 7
2 / Receives and answers mail reservation inquiries. / 8
3 / Confirms FIT room reservations via e-mail and fax. / 9
4 / Answers/handles telephone calls. / 10
5 / Confirms FIT reservations via telephone. / 11
6 / Up sellsTo booking parties. / 12
7 / Keeps work area clean and organized at all times. / 13
8 / Liaises with Sales department for group bookings / 14
9 / Monitors IIT allotments and cut-off dates. / 15
10 / Reviews the following day's VIP arrival list. / 16
11 / Distributes all pertinent reports to departments concerned regarding guest arrivals. / 17
12 / Replies to all guest queries regarding hotel information. / 18
13 / Documents reservation amendments. / 19
14 / Documents reservation cancellations. / 20
15 / Handling of guest History reservations. / 21
16 / Checks guest history records regularly for duplications. / 22
17 / Checks the arrival list daily to review reservation particulars. / 23
18 / Files all reservation correspondences and miscellaneous documents properly. / 24
19 / Creates and updates Blacklist file. / 25
20 / Personal appearance with Hotel standard grooming / 26
21 / Logbook record / 27
22 / Review task / 28
23 / Change of shift Procedure / 29
24 / Requisition / 30
25 / Maintenance of Reservation Areas / 31
26 / Adherence of Reservation Policies / 32
27 / Handle Guest Complaint / 34
Reservations Supervisors Policies and Procedures
28 / Monitors the hotel's closed-out dates. / 35
29 / Monitors room and bed status and availability during high occupancy. / 36
30 / Prepares the staff's monthly roster. / 37
31 / Conducts training of new Reservations staff. / 38
32 / Prepares office supplies requisition. / 39
33 / Monitors IIT allotments and cut-off dates. / 40
34 / Control procedure making long distance calls / 41
35 / Maintain associates relation / 42
36 / Performs all tasks of Reservations clerk.
Guest Service Agent Policies and Procedures
37 / Bulletin Board / 43
38 / Computer Security / 44
39 / Special Program and Rates / 45
40 / Room familiarity / 46
41 / Room Availability Status and House Count / 47
42 / Identify Guest Needs / 48
43 / Confirm Availability / 49
44 / Sell room Suite / 50
45 / Basic Manual Reservation / 51
46 / Enter Guest Reservation Into System / 52
47 / Guarantee Status / 53
48 / Confirmation Number / 54
49 / Changing Reservation / 55
50 / Canceling Reservation / 56
51 / V.I.P. Canceled Reservations / 57
52 / Registration/Greet The Guests / 58
53 / Walk In Reservation / 59
54 / Locate Reservation / 60
55 / Present Registration Card / 61
56 / Establish Method Of Payment / 63
57 / Travel Agent/Airline Vouchers / 65
58 / Assign A Room / 66
59 / Register Guest In Computer / 67
60 / Information Described To Guest / 68
61 / Obtaining Guest Rooming Assistance / 69
62 / File Registration Cards / 70
63 / Thank The Guest / 71
64 / Repeat Guests / 72
65 / Check-In V.I.P. / 73
66 / Complimentary Room Requests / 74
67 / Package Guests / 75
68 / Disable guests / 76
69 / Share-With Guests / 77
70 / Trace File/Flags / 78
71 / Rate Changes / 79
72 / Room Change Request / 80
73 / Concierge Stand Phone And Log / 81
74 / Guest Messages / 82
75 / Wake-Up Calls / 83
76 / Non-Registered Guests / 84
77 / Release Guest Room Keys / 85
78 / Guest Mail/Packages. / 86
79 / Safety Deposit Boxes / 87
80 / Lost And Found / 88
81 / Foreign Exchange / 89
82 / Cash Travelers Checks / 90
83 / Cash Personal Checks / 91
84 / Process Miscellaneous Charges / 92
85 / Process Correction Vouchers / 93
86 / Process Adjustment Voucher / 94
87 / Process Paid-Outs / 95
88 / Guest Comment Card / 96
89 / Late Check-Outs / 97
90 / Review arrival Reports / 98
91 / Blocking A Room / 99
92 / Pre-Register V.I.P.'s / 100
93 / Block Special Requests / 101
94 / Amenity Requirements / 102
95 / Group Preparation / 103
96 / Assign rooms and balance Room Types / 104
97 / Due Outs and Discrepancies / 105
98 / Stocking Work Stations. / 106
99 / Greet the Guest / 107
100 / Telephone Courtesy / 108
101 / Take a Message / 109
102 / Maintenance of Guest Confidential. / 110
103 / Handle Guest Complain / 111
104 / Adherence of Guest Service Agent Policies / 112
105 / Maintained of All Ares of Guest Service Agent / 114
106 / Personal Appearance / 115
107 / Logbook Record / 116
108 / Shift Duties / 117
109 / Change of Shift Procedure / 118
110 / Requisition / 119
111 / Review Tasks / 120
Cashiering Policies and Procedures
112 / Issue a safe deposit box / 121
113 / Access Safe Deposit Boxfor Guest / 122
114 / Close a Safe Deposit Box / 123
115 / Conduct a Manual Posting / 124
116 / Rebate a Charge / 125
117 / Issue a Paid Out / 126
118 / Accept Payment by Credit Card / 127
119 / Accept Payment by Voucher / 128
110 / Accept Company Payment / 129
111 / Accept Payment by Third Party / 130
112 / Accept Payment by Travelers Cheques / 131
113 / Check Out a Customer / 132
114 / Check Out Shared Room / 134
115 / Present Folio / 135
116 / Make an Audit / 136
117 / Balance your Float / Close Shift / 137
118 / Obtain Cash Deposit upon Check In / 138
119 / Post Advance Deposit / 139
120 / Receive Outlet Checks / 140
121 / Daily Check of the Next Days Departures / 141
122 / Daily Check of the Long Stay Guest Invoices / 142
123 / Transfer of Monthly Long Stay Guest Invoices / 143
124 / Check Out using Back Up System / 144
125 / Update of Folio Manually / 145
126 / Group Check Out / 146
127 / Settle Guest Account / 147
128 / Late Charge / Charges after Departure / 149
129 / Preparing Shift Audit / 150
130 / Complete Deposit Envelope and Count Bank / 152
131 / Closing Foreign Exchange Float / 153
Front Office Duty Manager Policies and Procedures
132 / Grooming and Uniform Standards / 153
133 / Review Log Book / 155
134 / Check Employee Attendance / 156
135 / Conduct Shift Briefing / 157
136 / Attend Meeting / 158
137 / Conduct Daily Hotel Inspection Rounds / 159
138 / Monitor Employee Interaction / 160
139 / Maintain Associates Relation / 161
140 / Prepare Schedule / 162
141 / Budget Goals / 163
142 / Conduct Department Orientation / 164
143 / Fill Out Maintenance Request / 165
144 / Conduct Performance Appraisal / 166
145 / Counsel and Discipline Staff / 167
145 / Resolve Complaints / 168
146 / Handle Food and Beverage Guest Complaints / 169
147 / Inspect Lobby / Desk Area Standards / 170
148 / Supervise Registration / 171
149 / VIP / SP Check Room / 172
150 / VIP / SP Check In / 173
151 / VIP Care / 174
152 / Handle Walk in Guest on Sold Out Days / 175
153 / Room Revenue Rebate / 176
154 / Handle Dispute / 177
155 / Oversee the Activities of Front Office / 178
156 / Check Account with High Balance / 179
157 / Hotel Rate and Information / 180
158 / Balance Room Type / 181
159 / No Show Reservation / 182
160 / Due Out and Discrepancies / 183
161 / Late Charge / 184
162 / Prepare Skippers Report / 185
163 / Researching / 186
164 / Do Not Disturb Case / 187
165 / Release Out of Order Room / 189
166 / End of Shift Task and Endorsement / 190
167 / Log Book / 191
168 / Office Standards / 192
GuestServiceCenterPolicies and Procedures
169 / Telephone Courtesy / 193
170 / In House Music / 196
171 / Set up Work Station / 197
172 / Review Daily Activities and Log / 198
173 / Review Department Manager on Duty / 199
174 / Review Contact List / 200
175 / Hotel Directory / 201
176 / Handling In Coming Calls / 202
177 / Placing In House Calls on Hold / 203
178 / Handling Outgoing Calls / 204
179 / Monitor Busy Lines / 205
180 / Wake Up Calls / 206
181 / Monitor Unanswered Calls / 207
182 / Take Messages / 208
183 / Give Messages / 209
184 / Voice Mail Messages / 210
185 / Cancel Message Light / 211
186 / Page Associate / 212
187 / Manual Page for Overseas Call / 213
188 / Guest Information / 214
189 / After Hours Associate Calls / 215
190 / Screen Calls / 216
191 / Do Not Disturb Guest Requests / 218
192 / In Coming Calls to Do Not Disturb Rooms / 219
193 / Guest Locator Requests / 220
194 / Incognito Requests / 221
195 / Incoming Calls to Incognito Rooms / 222
196 / Busy Verification, Emergency Situation / 223
197 / Billing of Calls / 224
198 / Monitor Telephone Problems / 225
199 / Maintenance of Guest Confidentiality / 226
200 / Handle Guest Complaints / 227
201 / Adherence to Guest Service Centre Policies / 228
202 / Maintenance of all Areas in Guest Service Centre / 230
203 / Personal Appearance / 231
204 / Logbook Recording / 232
205 / Shift Duties / 233
206 / Change of Shift Procedures / 234
207 / Requisitions / 235
208 / Reviews Tasks / 236
Business Centre Policies and Procedures
209 / Greet the guest / 237
210 / Presentation of Business Centre / 238
211 / Telephone courtesy / 239
212 / Take a message / 240
213 / Maintenance of guest confidentiality / 241
214 / Handle guest complaints / 242
215 / Newspaper Arrangement / 243
216 / Receive and deliver an incoming fax / 244
217 / Send and deliver an incoming fax / 245
218 / Filing of Fax / 248
219 / Photocopying / 249
220 / Type guest’ matters / 250
221 / Binding / 251
222 / Process a courier service request / 252
223 / Translation and interpretation arrangements / 254
224 / Presentation and rental of equipment / 255
225 / Long distance call arrangements / 257
226 / Use of paper cutter / 258
227 / Adherence to Business Centre policies / 259
228 / Maintenance of all areas in Business Centre / 261
229 / Personal appearance with Hotel standard grooming / 262
230 / Logbook recording / 263
231 / Shifts duties / 264
232 / Change of shift procedures / 265
233 / Requisitions/Work order / 266
234 / Back-up procedure / 267
235 / Back up Procedure- PMS down / 269
236 / Review Task / 270
237 / Supervise the operation of the Business Centre / 271
238 / Raise voucher / 272
239 / Post revenue and prepare summary reports / 273
240 / E-mail / 274
Executive Floor Policies and Procedures
241 / Greets and welcomes all guests. / 277
242 / Escorts arriving guests to the room. / 278
243 / Inspects pre-assigned rooms on the Executive Floor. / 278
244 / Maintains overall cleanliness and orderliness of the Executive Floor. / 280
245 / Supervises the buffet breakfast. / 281
246 / Supervises Cocktail hour on the Executive Floor. / 282
247 / Coordinates wake up call requests with the operator. / 283
248 / Handles guest queries and complaints. / 284
249 / Liaises with the Concierge desk regarding luggage handling, check-outs and Message Delivery / 285
250 / Reports all activities or endorsements in the logbook. / 286
251 / Arranges Business Centre requirements which are available on the Executive Floor (eg. Video equipment rental, venue for meetings, etc) / 287
253 / Arranges and checks all Executive floor room amenities / 289
254 / Creates and updates guest history for all Executive floor guests. / 290
255 / Liaise with reservation for guest history duplication / 291
256 / Arranges special events amenities (eg. birthdays, anniversary) through the arrival list. / 292
257 / Prepares all requested reports for Guest Service Manager's approval / 293
258 / Assists Executive floor guests with flight reconfirmation. / 294
259 / Performs check-in of Executive guests on the Floor. / 295
260 / Checking-in 'Return' Executive floor Guests / 297
261 / Checking-In Using the Back-Up System / 298
262 / Handling Travel Vouchers / 301
263 / Processing Special Billing / 302
264 / Performs check-out of Executive guests on the Floor. / 303
265 / Checking Out 'Share-With' Room / 304
266 / Handling guest messages / 305
267 / Takes reservations. / 306
268 / Handles HFA items. / 307
269 / Stores and issues collaterals/items that the guest may need (eg. stationery, envelopes, sanitary napkins, etc.) / 308
270 / Handling of Lost and Found items. / 309
271 / Processing Rate change / 310
272 / Processing Room change / 311
273 / Maintenance of Guest Confidential / 312
274 / Handle Guest Complain / 313
275 / Adherence of Executive Policies / 314
276 / Maintenances all areas of Executive Floor / 316
277 / Personal Appearance / 317
278 / Logbook Recording / 318
279 / Shift Duties / 319
280 / Change of Shift Procedure / 320
281 / Requisition / 321
282 / Review tasks / 322
283 / Bell Desk and Concierge Policies and Procedures
284 / Greet The Guest / 323
285 / Telephone Courtesy. / 324
286 / Handle Guest Complain / 325
287 / Maintenance of guest confidentiality / 326
288 / Welcome guest at the airport / 327
289 / Rooming the Guest / 328
290 / Provide the departure Courtesy to the guest / 331
291 / Handling guest’s general inquiry / 332
292 / Change a guest room / 333
293 / Delivery and collection of guest room luggage. / 334
294 / Loading and Unloading of Luggage into and from Guests' Vehicles / 336
295 / Helping Guests with Hand Carried Luggage's. / 337
296 / Store guests’ luggage. / 338
297 / Short/ long term storage of guest luggage / 339
298 / Delivery and collection of group luggage / 340
299 / Luggage Collection for group-check-out / 341
300 / Paging for Guests. / 342
301 / Receives/ Delivering newspaper and magazine. / 343
302 / Delivers (message, fax, parcel, mail…) to guest and other departments. / 344
303 / Arranges mailing of guest letters and internal mail. / 345
304 / Sorts and forwards incoming mail. / 346
305 / Opens Hotels Doors for Guests / 347
306 / Opens Vehicle Doors for all Guests / 348
307 / Controls Traffic in the Hotel's Landing Area / 349
308 / Flags Down Taxis for Guests / 350
309 / Pages for Drivers of Guests. / 351
310 / Update daily function board in lobby / 352
311 / Cleaning of Bell Equipment Regularly / 353
312 / Raising/ lowering hotel flag daily / 354
313 / Packs Parcels / 355
314 / Weighs Luggage's / 356
315 / Receives terms for outside guests from in-house guests / 357
316 / Receives terms for in-house guests / Deliver terms for in-house guest / 358
318 / Give and accepts airlines information and confirmation, / 360
319 / Provides tourist city information / 361
320 / Arrange restaurant and limousine reservation. / 362
321 / Prepare Airport Pick Up report / 363
322 / Prepares various reports for next day's operations / 364
323 / Lifting heavy Objects / 365
324 / Maintenance of Concierge Areas / 367
325 / Personal Appearance with Hotel Standard Grooming / 368
326 / Logbook recording / 369
327 / Shift Duties / 370
328 / Change of shift Procedures / 371
329 / Adherence of Concierge Policies / 372
330 / Review task / 374
Door man Policies and Procedures
331 / Opens door & bid welcome, or farewell, to both incoming & outgoing guests. / 375
332 / Assists guests in & out of cars. / 376
333 / Assists guests in loading & unloading of cars. / 377
334 / Opens Vehicle Doors for all Guests / 378
335 / Loading and Unloading of Luggage into and from Guests' Vehicles / 379
336 / Obtains taxis for guests if requested. / 380
337 / Maintains all accesses through hotel drive way clear of cars. / 381
338 / Ensures that the "No Parking" signs are respected. / 382
339 / Ensures that main entrance area is clean at all times. / 383
340 / Rain procedure. / 384
341 / Lays out the floor mat at the hotel's entrance / 385
342 / Maintanance of Guest Confidentality / 386
343 / Handle Guest Complain / 387
344 / Adherence to Conceirge Policies / 388
345 / Personal Appearance / 390
346 / Logbook Recording / 391
347 / Change of Shift Procedure / 392
348 / Driver Policies and Procedures
349 / Review Log Book. / 393
350 / Pre-Trip Inspection. / 394
351 / Trip Log / 395
352 / Obtain Assignments / 396
353 / Planning Routes / 397
354 / Vehicle Maintenance / 398
355 / Other Driver Policies and Procedures / 399 To 412
RESERVATIONS POLICIES & PROCEDURES
Documents reservation into appropriate reservation formsSTANDARD: All guest reservation particulars are documented intoappropriate reservation forms to ensure precise inputtingsystem.
PROCEDURES:
The following information is required when taking a new reservation. These will be recorded on the reservation form after the room availability has been checked:
1)Name of the guest (surname, first name, title)
2)Arrival and departure date of the guest
3)Number of rooms and room types
4)caller’s name, company, telephone, fax number and email address
5)Arrival time of guest, airport pick up (on charge)
6)Method of payment
7)Status of guest, if possible, so as to arrange for VIP treatment or any other special treatment
8)Special requests such as non smoking, high floor, quiet room
The RSVN clerk who has taken the reservation will record his / her initials and the date/ time when the reservation was taken and input the details to system. Confirmation number is required to note down on RSVN form to complete the process.
Form: Reservation Form
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