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TRAINING REPORT
ON
FRONT OFFICE
A Study of
MAPPLE EMERALDNEW DELHI
PROJECT REPORBY:
SUMIT TOMAR
ROLL NO
B.B.A (HM) 6TH SEM.
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INDEX
Acknowledgement
Certificate
Appraisal
Brief About the MAPPLE HOTEL
FRONT OFFICE DEPARTMENT:
i. Front office
ii. Front office section
iii. Hierarchy of front office
iv. Duties of front desk personnel
v. Guest cycle
vi. Check in / Check out procedure
vii. Register maintain in front desk
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ACKNOWELDGEMENT
As a part of the Three years degree course in Hotel Management , th
student have undergone an vocational training of 10 weeks, which is a tru
exposure to the actual functioning of the industry. This is the exact time to ge
acquainted with the facts of the industry and decide the area of professiona
interest.
I underwent my Industrial training at MAPPLE EMERALD, New Delhi was
wonderful experience as my earnest efforts and devotion paid excellen
results.
I express my profound gratitude for having selected me for the Industria
Training program. I would like to convey my thanks to the training Departmen
for having coordinated our Training well.
I would also thank my Institution and my faculty members without whom thi
project would have been a distant reality.
This report is a brief of the department I was exposed to during my trainin
Period. This is a collection and compilation of material of educative valu
gathered from the hotel.
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Mapple emerald is a celebration of spaces in many forms. In many way
spread over a sprawling 7 acres, Located 6 Kms from the cit
international airport is the latest jewel the Mapple crown.
Nestled between the throbbing city of New Delhi & the business hub o
Gurgaon. The hotel consists of two cream hued building surrounded b
lush green lawns .Enter a world of refined elegance & luxury. Revel in th
beauty of spaces.
The spaces in the 7 acre Mapple Emerald include 13 banqueting areas,
locales for outdoor functions, and 53 large rooms to suit the needs of
wedding families.A mere 10 minutes drive from the Indira Gandhi InternationalAirport the
hotels strategic location offers easy access from both New Delhi and
Gurgaon. Overall, the hotel is a complete destination for those on
business or leisure.
Sanjay Wadhwan, the CEO of Mapple Hotels, Palaces and Resorts
which operates 8 properties all over India: Mapple Emerald is the
perfect choice for hosts who want a simple wedding for less than 300
guests, or a big fat wedding with up to 2,000 guests. And in Delhi our
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destination offers conveniences like few others. Mapple Emerald has
opened at just the right timefor it caters to the Wedding needs of
affluent Delhiites, of which an increasing number live towards Gurgaon
side. And the fact that it is in Delhi makes it very accessible. Little
wonder, more and more Hospitality Entrepreneurs are exploring the
possibility of building spaces around Delhi, on the lines of Mapple
Emerald.
Location of the Mapple Emerald
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ACCOMODATION
1. Deluxe Room- 37 no. - 7,000 + taxes
2. Premium Room 15 no. - 10,000 + taxes
3. Suite 1 no. - 13,000 + taxes
Taxes : luxury tax- 10% , service tax -6.18%
Check in / checkout : 12 noon
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DINNING
THIS MULTI CUSINE RESTAURANT & COFFEE SHOP IS A GOURMETS DELIGHTS
WITH AN ASSORTMENT OF SCRUMPTION DISHES YOU WOULD ALWAYS WANT AN
ENCORE
IT SERVES THE CHOICEST VARIETY OF TEA WITH EXCITING FLAVORS LIKE
CHAOMILE , JASMINE ,LIME APPLE VANILLA AND MANY MORE . YOU CAN ALSO
SAVOR HEAVENLY PASTRIES ,CROISSANTS ,MERINGUES , DANISH, COOKIES ETC
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THE BAR IS A CONNOISSEUR PARADISE. RIGHT FROM EXOTIC MOJITO COCKTALIS
TO CAREFULLY AGED WINES AND THE FINEST SINGLE MALTS ,THE BAR SERVES
MANY HEADY CONCOCTIONS.
THE CENTRE IS EQUIPPED WITH THE FINEST FITNESS MACHINES .PERSONALIZED
AND CUSTOMIZED WORK OUT PROVIDED BY THE IN HOUSE INSTRUCTOR
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HOTEL FACILITES
Prime location set just 6 km from the airport
Parking space for up to 500 cars
53 luxurious deluxe rooms and suites
Business centre
Glorious lush green lawns
Open terrace party space
Exotic fine cuisine dining services
Fully equipped gymnasium
Concierge and transport facilities
Doctor on call
Foreign exchange assistance
Concierge & travel services
Room facilities
53 exquisite rooms including: Suite(1),Premium(15)& Deluxe(37) rooms
replete with modern amenities
Mini bar / tea coffee maker
Electronic safe
LCD
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Hi-speed internet
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FRONT
OFFICE
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At the hub of the hotel world is the
reception desk where most guest transactions take place. It is here that the
guest is received, registered and assigned a room. Information, mail
messages, complaints and room accounts are all dealt with here.
Therefore, to a large extent, the reception team is the key to an enjoyable and
problem-free stay for the hotel guest.
It is also the centre of attraction and money generation for the establishment
The front office department is the nerve centre, the hub and the heart of the
hotel.
Front office personnel have more contact with guests than staffs in other
departments. This is the department where the guest first checks in and
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finally checks out of the hotel. The front office is the main communication
centre. As it is the major revenue generating department, it is equipped with
staffs of good quality and personality.
The front office is the show window and hence it is furnished and maintained
with good furnitures and fittings. Front office is well designed in an orderly
manner. Regardless of how the hotel is organized, the front office is always
an essential focal point.
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DIFFERENT SECTION OF FRONT OFFICE
DEPARTMENT
1. Front Desk Concierge/Reception/Cashier
2. Business Center
3. Reservation
4. Bell Desk
Front Desk Section:
Is responsible for receiving the guest, registering of the guest, assigning of
room and room keys and remote controls for television and air conditioners if
such services are available and assistance to the guest during their stay.They are also a source of information for government offices.
Concierge Section:
Provides information about the hotel, its services and amenities, city, town,
country, travel and transport, banks etc.
They can also handle the guest luggage and bags if the hotel does not have
the bell desk section. The receiving and distribution of mail and message
packets, news papers and magazines in the early mornings to guest room are
also attended to. In addition, it may also handle the hiring of the car and
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booking of air tickets and other transportation facilities if there is no trave
desk in the hotel.
Cashiering Section:
Is responsible for maintaining and recording guest accounts and bills and
folio of guest and either cash or credit settlement of guest folios at the time of
departure.
Business Center:
Serve the guests with laptops, internet, mobiles, facsimile, LCD projectors,
and photocopier and also on request secretarial facilities. This is the latest
addition in the large and medium sized hotels, in line with the electronic era.
Reservation Section:
Is responsible for booking of rooms in advance. It is responsible for the
receiving of the room requests, reservation analyzing and documentation ofthe room requests received.
This section of the department depends upon the size of the hotel; if the hote
is small sized there may be not be a separate section for reservations. This
section is mostly found in mid sized and large sized hotel.
Bell Desk:
Is mainly responsible for luggage handling of the guests. It consists of group
of uniformed staff for guest services. This section is maintained separately in
large hotels only.
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HIERACRY OF THE FRONT OFFICE DEPARTMENT
DUTIES AND RESPONSIBLITIES OF THE FRONT
OFFFICE PERSONNEL19
Corporate Owner
General Manager
Front Office
Front Office
Front Office
Bell Boy
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Front Office Manager
Front Office manager must be a skilled planner who channelizes the various
resources viz. people, money, time, work methods, materials, energy and
equipment to suit the objectives of the property. He should maintain cordia
relationships between the front office and other hotel divisions and
departments by encouraging communication between all areas o
responsibility.
Basic Function: To supervise all front office personnel and ensure
proper completion of all front office duties.
Duties & Responsibilities:
1. Evaluate and decide the need of personnel in the department.
2. Participate in the selection of front office personnel.
3. Train and update staff skills.
4. Schedule the staff duties.
5. Supervise and help workloads during shifts.
6. Evaluate the job performance of each front office employee.
7. Maintain working relationships and communicate with all departments.
8. Maintain master key control.
9. Check room status
10. Resolve guest problems quickly, efficiently and courteously
11. Update and monitor group information and requirements.
12. Review credit limit report.20
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13. Enforce all cash-handling, other modes of payment and credit policies.
Front Desk Agent
Also designated, as Receptionist or Front office Assistant in some
hotels is the first person a guest sees on entering the property and the last
person the guest sees on leaving.
Basic Function: To assist guests in all front office-related functions in an
efficient, courteous, and professional manner that maintains high standards of
service and hospitality.
Duties and Responsibilities:
1. Register guests and assign rooms; accommodate special requests, if
possible.
2. Assist in pre-registration and blocking of rooms for reservations.
3. Thoroughly understand and adhere to proper credit, other modes of
payment, cash handling policies and procedures.
4. Know room status, locations, types and rates.
5. Use suggestive selling techniques to sell rooms and to promote other
services of the hotel.
6. Coordinate rooms status with housekeeping department; notify all check-
outs, early check-ins, special requests etc.
7. Take reservations, modify or cancel as requested.
8. Post and file all charges to guest, master and city ledger accounts.
9. Handle issuing and closing of safe deposit boxes for the guests.
10. Read, maintain and pass-on log and bulletin board at each shift.21
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11. Coordinate with engineering and maintenance division for guest room
maintenance.
12. Know all safety and emergency procedures, accident prevention policies.
13. Report any unusual occurrences or requests to the manager.
Reservation Agent
Normally found in larger hotels, in smaller hotels Front office agent
handles this job.
Basic Function: To handle all future reservations, matching the needs of the
guests with the hotel.
Duties and Responsibilities:
1. Process reservations by mail, telephone, telex, cable, fax or centra
reservation system referral.2. Process reservations from the sales office, other hotel departments and
travel agents.
3. Know the type of rooms, location and layout, status, rates, package plans,
benefits etc.
4. Maintain reservation records by date and time of arrival and alphabetica
listings.
5. Process cancellations and modifications.
6. Prepare letters of confirmation and communicate to the prospective guest /
representative.
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7. Know the hotels policy on guaranteed reservations and no shows.
8. Process advance deposits on reservations.
9. Prepare expected arrival lists and communicate reservation information for
front office.
10. Assist in pre-registration activities when appropriate.
11. Promote goodwill by being courteous, friendly and helpful to guests,
managers and fellow employees.
Switchboard Operator
They are heard by the guest but are rarely seen. They represent the hote
through their voice on the phone. They build a very significant image of the
hotel to a prospective guest. The work has drastically changed due to the
electronic age, but the basic voice assistance is always a warm welcome. In
smaller hotels Front office agent handles this job.
Basic Function: Receives and directs incoming and outgoing calls to
individual guests, staff, or departments.
Duties and Responsibilities:
1. Answer incoming calls.
2. Direct calls to guestrooms, staff, or departments through the switchboard
or PBX system.
3. Place outgoing calls.
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4. Receive telephone charges from the telephone company and forward
charges to the front desk for posting.
5. Take and distribute messages for guests.
6. Log all wake-up call requests and perform wake-up call services.
7. Provide information about guest services to guests.
8. Answer questions about hotel events and activities.
9. Provide paging services to hotel guests and employees.
10. Know what action to take when an emergency call is requested or
received.
11. Be aware of all the emergency service nos. and systems relating to the
same.
Front Office Cashier
Basic Function: Guest accounting tasks require efficiency and accuracy. The
tasks of the front office cashier center on the guest accounting cycle. The
front office cashiers post revenue center charges to guest accounts. The
hotels revenue centers communicate information on charge purchases to the
front desk.
Cashiers then post these charges to guest accounts to ensure that the
charges will be settled at checkout. Where computerised systems are
installed, the Point of Sale operations are directly posted to the Guest Ledger
whenever the guest utilises a particular service. The cashiers also receive
payment from guests at checkout.
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They coordinate the billing of credit card and direct-billed guest accounts with
the accounting division. The cashier at the close of each shift balances al
guest accounts. They also manage safe deposit boxes / lockers, variety of
banking services including foreign exchange. In smaller hotels Front
office agent handles this job.
Duties and Responsibilities:
1. Operate front office posting equipment/ system.
2. Obtain the house bank and keep it balanced.
3. Complete cashier pre-shift supply checklist.
4. Take departmental readings at the beginning of the shift.
5. Complete guest check-in and checkout procedures.
6. Post charges to guest accounts.
7. Handle Paid-outs (VPO).
8. Transfer guest balances to other accounts as required.
9. Settle guest accounts in cash, credit card, Company account by
transferring balances to the respective ledgers.
10. Post non-guest ledger payments.
11. Make account adjustments.
12. Balance departmental totals and cash at close of shift.
13. Manage safe deposit box/ locker.
Uniformed Bell Service Staff
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Basic Functions: Meeting, greeting and escorting guests to their rooms and
also the reverse of it i.e. escorting guests from their rooms to the front desk,
to their means of transport etc. They also do errands, handle messages and
page guests. They also act as the eyes and ears of the hotels since they are
strategically stationed and also make trips to many floors and rooms. Work
closely with the front desk staff, room service employees and other hote
personnel in providing guest assistance with luggage, transportation and
miscellaneous needs.
Duties and Responsibilities:
1. Maintain a good personal appearance at all times. Wear the standard
uniform and name tag.
2. Escort guests to and from their rooms if required and also assist in carrying
their luggage.
3. Keep the lobby directory up to date.
4. Watch for any unusual persons or activities and report them to
management.
5. Transport hotel guests to and from the airport on request. Keep limousines
and other hotel vehicles clean and in top running condition.
6. Maintain an orderly, secure checkroom for guests.
Concierge
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Basic Functions: They are specialized in assisting the guest regardless of
whether inquiries concern in-hotel or off-premises attractions, facilities
services, or activities. Must provide concise and accurate directions; make
reservations for flights, theater or special events, obtain tickets, organize
special functions such as VIP cocktail receptions and arrange for secretaria
services, if needed. In smaller hotels Front office agent handles this
job.
Duties and Responsibilities:
1. Develop a strong knowledge of the hotels facilities and services and of the
surrounding community.
2. Provide guests with directions / information to attractions or facilities in or
outside the property.
3. Make guest reservations for air or other forms of transportation when
requested; obtain necessary itinerary and tickets.
4. Make guest reservations for the theater and other forms of entertainment
when requested, obtain necessary tickets and provide directions to facilities.
5. Organize special functions as directed by management.
6. Arrange secretarial and other office services.
7. Coordinate guest requests for special services or equipment with the
appropriate department.
8. Check with roomed guests periodically to ascertain if they have any special
needs.
9. Handle guest complaints.
Night Auditor
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Basic Functions: Must be skilled record keeper since the job requires him to
track room revenues, occupancy percentages, and other front office operating
statistics and prepare, a summary of the financial performance for the day.
He is basically an employee of the accounts division. Has to verify all account
postings and balances made during the day by front desk cashiers and
agents. In some properties, he may also act as front desk agent
during the night.
Duties and Responsibilities:
1. Post room charges and taxes to guest accounts.
2. Process guest charge vouchers and credit card vouchers.
3. Post guest charge purchase transactions not posted by the front office
cashier.
4. Transfer charges and deposits to master accounts.
5. Verify all account postings and balances.
6. Monitor the current status of coupon, discount, and other promotiona
programmes.
7. Track room revenues, occupancy percentages, and other front office
statistics.
8. Understand principles of auditing, balancing and closing out accounts.
9. Know how to operate posting machines, other front office equipment and
computers.
10. Understand and know how to perform check-in and checkout procedures.
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COMMUNICATION WITH OTHER DEPARTMENTS
Marketing and Sales Department
The marketing and sales department relies on the front office to provide data
on guest histories, details concerning each guests visit. Some of the
information gathered is based on zip code, frequency of visits, corporate
affiliation, special needs, and reservations for sleeping rooms.
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It is also the front offices job to make a good first impression on the public, to
relay messages, and to meet the requests of guests who are using the hotel
for meetings, seminars, and banquets.
The guest history is a valuable resource for marketing and sales, which use
the guest registration information to target marketing campaigns, develop
promotions, prepare mailing labels, and select appropriate advertising media.
The front office staff must make every effort to keep this database current and
accurate.
Housekeeping Department
Housekeeping and the front office communicate with each other about
housekeeping room status, the report on the availability of the rooms for
immediate guest occupancy.
Housekeeping room status can be described in the following communication
terms:
Available Clean, or Readyroom is ready to be occupied
Occupiedguest or guests are already occupying a room
Stay overguest will not be checking out of a room on the current day
Dirty or On-Changeguest has checked out of the room, but the
housekeeping staff has not released the room for occupancy
Out-of-Orderroom is not available for occupancy because of a mechanica
malfunction.
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Housekeeping and the front office also communicate on the details of
potential house count (a report of the number of guests registered in the
hotel), security concerns, and requests foramenities (personal toiletry items
such as shampoo, toothpaste, mouthwash, and electrical equipment). These
issues are of immediate concern to the guest as well as to supervisors in the
hotel.
Guest requests for additional or special amenities and guest room supplies
may be initiated at the front desk. The prompt relay of requests for extra
blankets, towels, soap, and shampoo to housekeeping is essential. This is
hospitality at its best.
Food and Beverage Department
Communication between the food and beverage department and the front
office is also essential. Some of this communication is conveyed by relaying
messages and providing accurate information on transfers, which are forms
used to communicate a charge to a guests account.
Communication activities also include reporting predicted house counts, an
estimate of the number of guests expected to register based on previous
occupancy activities, and processing requests forpaid-outs, forms used to
indicate the amounts of monies paid out of the cashiers drawer on behalf of a
guest or an employee of the hotel.
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In a hotel that has point-of-sale terminals, computerized cash registers that
interface with a property management system, information on guest charges
is automatically posted to a guests folio, his or her record of charges and
payments.
When a hotel does not have point-of-sale terminals that interface with PMS
point-of-sale terminals, the desk clerk is responsible for posting accurate
charges on the guest folio and relies on transfer slips.
Also, the night auditors job is made easier if the transfer slip is accurately
prepared and posted. The front office manager should work with the food and
beverage director in developing standard operating procedures and methods
to complete the transfer of charges.
Banquet Department
The banquet department, which often combines the functions of a marketing
and sales department and a food and beverage department, requires the
front office to relay information to guests about scheduled events and bill
payment.
The front desk staff may also provide labor to prepare the daily
announcement board, an inside listing of the daily activities of the hote
(time, group, and room assignment), and marquee, the curbside message
board, which includes the logo of the hotel and space for a message.
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Since the majority of banquet guests may not be registered guests in the
hotel, the front office provides a logical communications center.
The daily posting of scheduled events on a felt board or an electronic bulletin
board provides all guests and employees with information on group events
The preparation of the marquee may include congratulatory, welcome, sales
promotion, or other important messages. In some hotels, an employee in the
front office contacts the marketing and sales department for the message.
ControllerThe controller relies on the front office staff to provide a daily summary of
financial transactions through a well-prepared night audit. This information is
also used to measure management ability to meet budget targets. Since the
front office provides the controller with financial data for billing and
maintenance of credit-card ledgers, these two departments must relay
payments and charges through the posting machine or property management
system.
Maintenance or Engineering Department
The maintenance or engineering department and front office communicate on
room status and requests for maintenance service. Maintenance employees
must know the occupancy status of a room before attending to plumbing
heating, or air-conditioning problems.
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If the room is reserved, the two departments will work out a time frame so the
guest will be able to enter the room or be assigned to another room.
Cooperative efforts produce the best solutions to sometimes seemingly
impossible situations. depicts the essential communication and planning by
departmental managers to provide guest services at a time that will not
interfere with delivering hospitality.
Likewise, the requests from guests for the repair of heating, ventilating, and
air conditioning units; plumbing; televisions; and other room furnishings are
directed to the front desk. These requests are then communicated to the
maintenance department. The front desk clerk must keep track of the repair
schedule, as guests want to be informed of when the repair will be made.
Security Department
Communications between the security department and the front office are
very important in providing hospitality to the guest. These departments work
together very closely in maintaining guest security.
Fire safety measures and emergency communication systems as well as
procedures for routine investigation of guest security concerns require the
cooperation of these departments.
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Human Resources Management Department
The human resources management department may rely on the front office
staff to act as an initial point of contact for potential employees in al
departments. It may even ask the front office to screen job candidates. If so,
guidelines for and training in screening methods must be provided.
Some directors of human resources management depend on the front office
to distribute application forms and other personnel-related information to job
applicants. The potential employee may ask for directions to the personne
office at the front desk.
The human resources management department may also develop guidelines
for the front desk clerk to use in initially screening candidates.
For example, the guidelines may include concerns about personal hygiene,
completion of an application, education requirements, experience, and
citizenship status. This information will help the executives in the human
resources management department interview potential job candidates.
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GUEST CYCLE /RESERVATION / REGISTRATION
RESERVATION
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Reservation is the activity of booking the room in advance for a prospective
guest. The process of reservation includes conduct the reservation enquiry,
determine room and rate availability, create the reservation record, confirm
the reservation record, maintain the reservation record and produce
reservation reports.
Reservations are of many types, viz. prepayment guaranteed reservation,
credit card guaranteed reservation, travel agent guaranteed reservation
voucher or miscellaneous charge order, corporate guaranteed reservation
non-guaranteed reservation, tentative / provisional reservation, etc.
TYPES OF RESERVATIONS:
1. GUARNANTEED Reservation:-
In the guaranteed reservation the hotel assures the guest that the require
rooms shall be blocked after confirmation. Under this, the hotel agrees t
hold a room for a specific time of reservation following the scheduled da
of arrival. Usually the guaranteed reservation, the advance deposit is sen
through the various modes of payments for the anticipated charges fo
which the booking of the room has been requested. Thus the room
revenue is secured even in the case of no show.
2. CONFIRMED Reservation:-
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When the reservation is confirmed under the non- guaranteed reservation
the hotel agrees to hold the room until the reservation cancellation hour (
p.m.) on the day of arrival. After the cancellation hour, the room is release
and the reservation gets automatically cancelled.
3. TENTATIVE Reservation
RESERVATION CONFIRMATION
The hotel should communicate with guests by telephone, telex, mail, or e-mai
a Letter of Confirmation, which confirms the important points of the
reservation agreement. This letter might be shown at the registration process
in order to accelerate the pace of registration and to prove that the guest has
the right to have a room at the hotel.
The Hotel shall send a confirmation letter to all reserved potential guests,
whether their reservations are guaranteed or nonguaranteed. Below are the
main points that should be communicated in a confirmation letter:
o Name and address of the guest
o Date and time of arrival
o Room type and rate
o Length of stay
o Number of persons in a group, if any
o Reservation type [guaranteed or not]
o Reservation confirmation number
o Special requests, if any.
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REGISTRATION
Registration is a mandatory requirement that all guests over the age of 16
years irrespective of Indian or foreigner, ordinary personnel or VIP
Regardless the size of the hotel, be it small or large guests, must provide
basic information about them and fill up either a visitors register / hote
register. The register may be a Red Book / form or a card also called G.R.
Card (Guest Registration Card). The guest has to fill in the form and attest his
signature. This agreement between the hotel and the guest is known as a
simple contract.The registration process involves several steps which include:
Collection of information, assigning right room, providing billing
information, sale of rooms and completion of check-in.
A typical registration record includes guest name and surname, gues
address and telephone number, company affiliation (if applicable), expected
arrival date, planned departure date or length of stay, required room rate,
required room type, room number, method of payment, special requests (if
any) and signature of the guest.
Three methods are used for registration by hotels, viz. bound book, loose leaf
register and individual registration. These registrations include manuasystem, semi-automatic system, automatic system and express check-in
system.
The common methods of payments accepted by hotels are cash, cheques
credit card, direct billing and special programs. With the issuing of room key,
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the registration process gets to an end. The Front Office Department shall
watch for special requests by guests and try promptly to satisfy them. Guests'
requests are usually grouped under categories such as room type, bed type
location, view and amenities.
Methods of Payment
Guests, at the registration stage, shall communicate or confirm their intended
method of payment. Below are the common methods of payments accepted
by hotels:1. Cash Guests intending to settle their accounts by cash shall have no in-
house charge privileges and, hence, all their purchases should be paid in
advance (i.e. PIA status), which means that as guests purchase any kind of
service or product, they shall pay for it immediately. In accordance to cash
payment, registration clerks shall prepare lists of PIA guests and
communicate them to all Point of Sales outlets. On the other hand, paying
immediately might not suit some guests (even though intending to settle their
accounts by cash), that's why hotels might give guest charge privileges, on
condition that they provide an imprint of a valid card or an approved direct
billing privilege at registration.
2. Personal Cheques
Very few hotels still accept personal cheques as a method of payment due to
the high probability of fraud associated with this method. In fact, in order to
accept personal cheques, most hotels necessitate that these cheques be
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supported by a credit card with a cheque-cashing guarantee, that the amount
to be cashed against cheques shall be within the hotels established limit, and
preferably accept personal cheques only during standard business hours
where banks are open. If personal cheques are to be accepted, front
office personnel shall imprint the credit card on the backside of the guest
personal cheque and record the Guest ID card or driving license certificate
along with the guests address and telephone number on the face of the
cheque.
3. Credit Cards
Nowadays almost all the mid-sized and large hotels have credit card
machines. Credit cards have become a preferable method of payment for
guests and hotels. The guest credit card is swiped on the spot and the
amount credited to the hotels account.
4. Special Programs
Special programs are any form of vouchers, coupons, or any special
incentive awards received from businesses, airline companies etc. guests
provide personal and financial information by filling-in the form and / or
answering the questions. The information collected is recorded in a register or
computer for providing better service to the guests.
Guest accounting:
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Means what is the amount that need to be received and what is the amount
paid by the guest. To have updated information of accounts, it is important to
have an efficient system of amount collection from the guests.
Systems such as manual, semiautomatic or fully automatic system may be
adopted depending upon the size and type of the hotel. The objective of the
guest accounting procedures is to maintain accurate and up-to-date guest
accounts, to ensure that payment is received promptly and in full and to
provide management with accurate and up-to-date financial reports.
Security:
Security of guest and their property is of great concern for the hotel. The hote
should have proper security system to protect the guests and the staffs,
buildings, equipments, appliances and also the belongings of the guests suchas luggage, vehicle and sometimes pets.
There are two types of security threats hotels are concerned with, viz. threats
that might affect a guests health, comfort or well being, and threats that affect
the hotel directly, in particular its fixtures and fittings, its revenue and its
reputation. Therefore, it is important for the hotel management to select a
reputable and reliable that system and agency or agencies which will provide
adequate protection against all such threats which will create problem for the
hotel.
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Security can be classified under physical aspects, security of persons (guest
and staff) and security of systems. The physical aspects of security can
further be subdivided into internal and external.
Security aspects of persons can further be subdivided into staff and guests.
Security aspect of systems in hotel is equally important to physical and
persons security. The objective of such security is to safeguard the assets of
the hotel. One of the major threats is that of fire. The Front Office
Manager must always have a watch on the fire detection systems,Fire containment provisions, escape procedures and fire-fighting
Equipment of the hotel. Apart from the above, the hotel must provide
safety and security from terrorist attacks, threats on privacy, threats on
guests property, confidence tricksters or conmen, misbehaving guests /
staffs, theft, skippers or runners and immoral activities.
POLICIES AND PROCEDURE
CHECK IN / CHECK OUT TIME43
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1200 noon
POLICY STATEMENT
The purpose of this policy is to anticipate guest arrival to avoid inconvenienc
and to turn around rooms in time for new arrivals.
PROCEDURES
1. If guest is due to arrive at the hotel prior to the check in time you wil
need to advise that rooms are available for 1200 noon on the day of arrival
If rooms are available on the morning of arrival, we will certainly
accommodate the guest immediately.
2. If guest wishes to guarantee his reservation prior to this time,he may like
to pre register the booking.
3. Again allow housekeeping time to clean rooms for arriving guest(check
out time is 12noon)
4. In case of walk-In guest one day advance to be collected from the guest
5. In case the occupancy is below 70% late checkout can be authorized by
any front desk personnel keeping in mind the following.
I. Up to 1330hrs - no charges
II. 1330-1600- half day charge
III. Beyond 1600- full day charge
The front desk team should always be flexible with late check outs an
use their discretion to extend even these guidelines by one hour or so i
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case of regular guest, such acts build on loyalty and goodwill for th
hotel.
6. Instance where the guest is insistent of an extension beyond these
guidelines should be immediately and politely referred to the assistant
Manager.
7. From time to time, VIP guest may be extended a late check out no
charge. This will usually be indicated on the folio, however, if not you will
need to make a decision based on availability. Unless the hotel is booked to
capacity, or the suite has been allocated for another arrival late checkout
should be extended at no charge.
FOREIGN EXCHANGE
Registered guests of the hotel can cash foreign currency in accordance to th
policy and procedures set by Mapple Emerald.
REGISTER MAINTAIN IN FRONT
OFFICES DEPARTMENT
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1. Log Book
2. Guest registration Card
3. Reservation Card
4. Encashment Register
5. Miscellaneous Voucher
6. Wake up call Register
7. Arrival and Departure Register
8. C form
9. Inter office use ( IOU)
10. Paid out Book
11. Allowance voucher
Conclusion46
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Needless to say that this experience was a highly enriching aneducative one as I went on form one department to another anmet and got the opportunity to train under several highly respectesenior professionals. I learnt that every individual is different anthat everyone has something unique to offer.
I learnt that job has its nuances and its value and that no job isuperior to the other. I learnt that on needs to constantly improvand improvise..as a budding professional and as a humabeing. I will always look back at the time spent here with fondnesand with pride.
This is all about my project based on research. I have gone througseveral journals, magazines and project reports.
A special thanks to Mapple Emerald website and staff.
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