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