Night Receptionist & Night Auditor

Title:                                        Duties, Responsibilities and Operating producers

Purpose:                                  Night Receptionist and processing guest accounts

Responsible for:                      Conducting audit, generating reports for Management and at night reception of hotel

Location:                                 Front Office (Front Desk)

Tasks Priority:

Ø  Handling guest’s complains at night

Ø  To Update the client/guest folio

Ø  Perform guest account closing for the day

Ø  Prepare, distribute and record for all reports

Ø  Ensuring daily, monthly reports are balance each

Ø  Reporting all receivable to management and concerns Departments

Ø  Guest accounts maintain and balanced

Ø  Evaluate daily income with monthly consumptions

Ø  Safe & Security for hotel at night

Procedures:

1.      Received proper handover from Afternoon Shift.

2.      Check Floating money of both Front Office and F&B outlet cashier before they get out duty.

3.      Check ID cards, Walk in Rooms deposit, if necessary.

4.      Make sure all rooms have been checked in for present day. If arrival rooms left, asked afternoon shift for arrival approximate time.

5.      Check up the billing instructions of all bill regarding discounts, special rates, creditors, travel agency voucher and make sure all the billing instructions are followed correctly.

6.      Calculate in-house for daily room revenue and breakfast charges for in-house guest. And check PMS system; ensurerooms rates and FOC policy of in-house rooms with last occupancy excel.

7.      Run system to summarize or to get total revenue for the whole day. Then back up system to have daily back up revenue and compact data to repair system for new day data.

8.      Print out daily summary, Manager Report and City Leger Balance Forms. Then record monthly summary to respective folder and note Reservation focus for two day prior.

9.      Printing check out bills for tomorrow check out rooms. Both rooms bills, credit bills and other guest direct payments like miscellaneous, Spa, etc.

10.  Calculate and type Daily Revenue Summary (D.R.S) by comparing with Manager Report. Accurate daily consumption of the hotel and to get statically daily revenue. Then print it out and saved in respective folder according to the date.

11.  Type all cash and CTTA bills in appropriate summary and correct cash amount with envelopes from both FO and F&B.

12.  Check captain order with daily consumption forms from Pasty and Main Kitchen and also original outlet bills from Restaurant.

13.  Handle walk in (FIT) and late check in, and then amend all printed reports.

14.  Don’t be stay away from telephones to receive internal or external phone calls at night as central communication of the hotel.

15.  Handle early check in/out and morning calls.

16.  Provide Daily Keys Checked List for in-house rooms and remaining keys in slots.

17.  Write handover and special information to log book.

18.  Write welcome board for today arrival rooms, meals booking agent and VIP welcoming.

19.  Making other department’s keys control.

20.  For(s) checking and posting new reservations according to last occupancy.

21.  Make proper handover to Morning Shift.

Prepared By

William Min Thu

Duties, Responsibilities and Operating producers

Receptionist (Morning Shift Producers)

Title:                                        Duties, Responsibilities and Operating producers

Purpose:                                  Receptionist, Cashier

Responsible for:                      Hotel Operation

Location:                                 Front Office (Front Desk)

Tasks Priority:

Ø  Welcoming guest

Ø  Selling & Up selling rooms

Ø  Receiving guest

Ø  Guest checking in and out

Ø  Handling reservation and updating

Ø  Providing bills and posting to bill record

Ø  Handling VIP check in

Ø  Servicing VIP treatment

Ø  Communication Centre

Ø  Handling guest complains

Ø  Guest and staff safe and security

Ø  Information centre

Ø  For complete and professional servicing

Procedures:

1.     Checking spelling of welcome board to correct if there is something mistaking.

2.     Checking remaining morning calls that not finish yet 6:00 Am in the morning.

3.     (If there is two staffs for morning shift)One of the staff should have accurate today reservations of both rooms and meals according to received mails or fax in reservation received box file and occupancy last update.

4.     (If there is two staffs for morning shift)One of the staff receives proper handover from night shift.

5.     Check floating money of Front Office and make sureof enough changes.

6.     Reading log book and note for special occasions.

7.     Memorize total number of room arrivals and departure for today.

8.     Keep cleaning for front desk and work area including business centre and front side of the desk. Turn on or off the light according to the lighting situation.

9.     Make sure business centre’s computers are ready to use.

10.   Checking yesterday daily cash summary which provided by Night Shift and handover to A/C.

11.   Open Company e-mail account.

12.   Ask welcome drinks according to the refrigerator’s capacity. And check welcome towel is enough for today and prepare for VIP treatment if there is any VIP arrival.

13.   Handling check out process; 

                                                                         I.            Checking ID cards and passports to return according to the Log book.

                                                                      II.            Preparing for check out rooms bills, posted (credit bills), CTTA (Credit to Travel Agent) and also open telephone system to check for outgoing calls of in-house rooms.

                                                                   III.            Inform H.K immediately when the guest gives room key or ready to check out, to check minibar usage and lost & found items.

                                                                   IV.            If there is lost/found or damage, inform to your superior.

                                                                      V.            Make sure that agent voucher or guide Ph: number and sign has got for CTTA or A/R bills.

                                                                   VI.            Ensure that the room keys and comment cards had return in co-operation with porter or bell boy.

                                                                VII.            Checking out any departed rooms from PMS and empty out the file by ensuring all POA (Pay Own Account) bills have got.

14.         Handling Check In Process;

                                                                 i.            Making key setup (i.e. take out all arrival keys from their slots respectively.)

                                                               ii.            Check V.C with H.K for arrival rooms.

                                                             iii.            Update registration forms detail by arriving guest to P.M.S and reservation forms.

                                                             iv.            There are three types of Check InGuest.They are

1.      FIT Check in (Walk In Guest)

Free Individual Tour (FIT) checking is can be defined as walk in guest. When FIT check in to hotel:

1)      Welcome to the guest with smiling face and greeting courteously.

2)      Mentioning hotel information about room types, different rooms rates.

3)      Make show room if there is necessary or according to the guest’s requested.

4)       Explain for other hotel facilities.

5)      Make new registration form and ask for passports, signature and room deposit concerns.

6)      Give welcome towels and drink for fresh.

7)      Give information about breakfast time, dinner last order time and other information by guest inquiry.

8)      Letting know to the guest that the porter would sent to the room by carrying their luggage together.

9)      Make a wish that “Have a nice stay.”

2.  Individual Check In

Reservation got three rooms and under than three rooms can be called as individual. When individual are checking in, we could face the guests directly or without guide.

1)      Welcome to the guest with smiling face and greeting courteously.

2)      Give snow towels and welcome drink to relax.

3)      Make sure that agent and guest name have already got reservation.

4)      Ask for passports to write down in registration forms that name, passport numbers, visa number, date of issue, expiry date, nationality and date of birth( to make surprise if the date is due.)

5)      Give information about breakfast time, dinner last order time, spa, trekking and horse riding to their inquiry.

6)      Letting know to the guest that the porter would sent to the room by carrying their luggage together. If possible, asked for departure time.

7)      Make a wish that “Have a nice stay.”

3. Group Check In

Reservation got more than three rooms called as Group.

1)      When group arrival arrived, one of the receptionist step out of the desk to welcome wearing smile and greeting courteously.

2)      Asked guide or tour-leader for name list, passport and visa number. And also voucher from travel agent.

3)      If there is guide together, ask sign and phone number on registration form.

4)      Giving rooms keys to guests in co-operation with guide or tour-leader.

5)      Give information about breakfast start and over time and dinner last order time also.

6)      If there is more than one receptionist, one should help to bell boy by asking room number of the guest one by one and let them show their luggage to mark on luggage tags.

7)      If there is any meal reservation for the group, confirm with guide or tour-leader. And let them choose a set menu according to the agent permission rate.

8)      Get every information about meals time (if included), morning call, departure time (to make sure for early check out or not) and luggage out time respectively.

9)       If the group would early check out, ask exactly about morning call, luggage out time and estimate check out time and then distributes to other department concern.

10)  Letting know to the guest that the porter would sent to the room by carrying their luggage together.

11)  Make a wish that “Have a nice stay.”

15.   Prepare for next day arrival.

16.   Check lunch booking and contact to guide or agent which didn’t gotsince yesterday about exact menu and increase or decrease for pax.

17.   If there is anything special in menu or changing pax for lunch booking, distribute to all department concern. Also update to reservation excel sheet.

18.   Make billing processes and also be ensure that the stationary for Front Office have to enough for the next shift (only for store opening days).

19.   (for S) Keeping documents for monthly, checking all stationeries are enough and all ledger books are ready to use and all Front Office documents are Max or Min 30 copies for every title.

20.   Prepare purchase order and store issue if necessary to order for Front Office.

21.   Count floating and close the cashier.

(P.S. Every shift makes sure that Walking Talking must be in proper volume level and charged sufficiently.)

                                                                                                                     Prepared By

                                                                                                                       William