Perform process of pre-arrival
• Handling Special
Requests (Personalized
Setup)
• Welcome Letter
• VIP / Handle with Care
Arrivals
Perform Arrival experience
• Upselling / Upgrade
• Issuance of Key
• Wake Up Call
• Courtesy Call
• Handling Guest Requests
• Guest Profiling
Perform the process of Checking out:
• Checking Guest Folio - Explaining Different Room
Charges
• Clearance of Room
• Getting Post-Stay Feedback
• Lost and Found Items
helps plan fro the special requirements of guest well as of the hotel.
Preregistration
Accelerates registration process
Through the reservations process, a guest provides nearly all information needed to complete registration.
Pre-registration
is a collection of important personal and financial guest information. A typical registration record includes
registration record
Registration Card Data
- Name
- Address
- Telephone number
- Company affiliation
- Payment method
room rates might be affected by:
• Seasonality
• Variations in the number of guests assigned to rooms
• Service level
• Room location
• Type of Guest and / or usage
The hotel quote is for lodging only; any food provided by the hotel will be billed separately.
European Plan
A continental breakfast (usually fruit, bread or baked goods, coffee, tea, and juice
-no cooked food) is included in the room rate.
Continental Plan
The room rate includes three meals — breakfast, lunch, and dinner, all provided by the hotel. Drinks are not included under this plan.
American Plan (also called All-Inclusive)
The price includes breakfast and either lunch or dinner.
Modified American Plan
Some guests do not prefer to wait at checkout queues like other guests before departure.
especially VIP
Issuing Room Keys:
front desk agents shall only handle the room key to the guest
without announcing and/or spelling out the room number.
The receptionist/reservation staff offer guests to buy rooms in categories above standard rate accommodation.
Up-selling
A guest who arrive without a prior reservation
Walk-in guest
It is important to acknowledge all guest in the lobby at all times with a friendly greeting.
Welcome to the hotel
During the check in process please ask if guest requires help with their departure such as arranging a wake up call and luggage collection time, or transport to the airport.
Departure Assistance
At the completion of the check in process before the guest leaves the reception area Staff is to make eye contact with the guest and wish them a pleasant stay.
Pleasantries
a list of guest due to arrive that day.
Arrivals Report (List of Arrivals)
is a large brass cart on rollers that bell person use to carry luggage to and from a room.
Bell cart
is a process where a specific room is reserved for a specific guest.
Blocking
a list of guests who are due to check out.
Departure report (Departure List)
a process in w/c allows a guest or group to pay for good/services incurred during a stay giLsU-D function at a later date.
Direct Billing
