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The individual report of hospitality services dang khanh linh

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Name: Đặng Khánh Linh
Class: Host2019A
ID: 18072029
Troy University
The individual report on Hospitality Services
Question 1:
The three standard operational procedure of receptionist are divided into 3 phases:
pre-arrival, during guest staying, post-guest leave.
Pre-arrival
The first main duties of receptionists are to make and confirm reservations. And then,
they will inform guests of hotel rates and services. In addition, they are in charge of
answering directing incoming calls.
During guest staying
The first thing is to greet visitors. Front desk staff is the first point of contact visitors, clients
or patients have with your business. Therefore, it is extremely important that your staff
make a good first impression, project a friendly attitude and communicate your company's
message. Beyond simply writing "greet each customer", you may want to include specific
phrases for the staff to use. Asking, "How may I help you today?" provides your staff with
the opportunity to meet the expressed desires of each customer. You may also include
specific guidelines such as making eye contact with customers and using their names,
offering them a beverage while they wait, maintaining a polite attitude, keeping the front
desk neat and organized and never leaving the front desk unmanned. Secondly, the
procedure for normal check-in may be summarized in the following 6 stages. The first stage
is receiving and registration. Receive the guests at the reception, the receptionists will do
these things such as: welcome the guest promptly with a cheerful and pleasant smile,
address with the appropriate surname, if known, request for the reservation details like
guest last name, confirmation no., booking source, request for the guest id card or passport,
request for the guest business card. Register the guest - Complete the registration card or
register the guest. The receptionist take responsibility for things like verify the information
on the registration against the reservation ensuring the accuracy of name, date, and payment

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mechanism, stamp check-in time on the registration card, show check-in in the hotel
software/PMS, carry out the final check of the registration card for the guest signature,
discuss room preference with guest as per the availability, or select an available room
which is "ready to let” and allocate the room, take a note of the expected departure details,
take note of the airport drop, any special request etc. The second stage is allocation of the
room. Allocation of the room means assigning a vacant and ready (VR) room to the guest
for staying (if this was not done already).For repeat guest assign room as per the preference.
In order to allocate a guest room, accurate room status information is required. For this
purpose, a room status board or room rack is kept in the reception. When the room has been
allocated, the reception should; Block or code the room as sold. Prepare key card of related
room number by entering the arrival and departure date, rate and offer it to the guest for
signature. Give the room key to either the guest or the bellboy. Record guest arrival on
daily arrival list. The third stage is Secure Advance Payment. Advance payment should be
done for security purpose. It is usually done by accepting a cash deposit or taking a credit
card. While handling advance deposit, whether cash/ cheque, always. Issue a receipt for
cash/ cheque and record the payment in the guests ‘ledger. Accept credit card and evaluate
for its credit limit and availability. Get the imprint of the card and obtain a guest signature.
Get a pre-authorization from the Credit Card Company or EDC machine for the required
amount and record the same to the reservation. The four stage is to inform service. The
receptionist is responsible for informing guest about the facilities and services offered by
the hotel. This helps the guest to familiarize about the hotel facilities and also to increase
the sale. The fifth stage is to complete the check-in formalities. The bellboy should escort
the guest up to the allocated room. The last stage is to open the guest folio. Open guest bill/
folio/folder and clear any old bill copies. Record the key information for billing purpose
(room rate, number of nights, departure date and mode of payment). File the bill in the
guests' folio box together with the completed registration card. Finally, along with check-
in, check-out is a daily process in the hotel that the reception needs to do during their shift.
Knowing how to make the reception work smoothly, quickly, save time. They should
arrange paperwork, the evening before, review all your guests who are due to check out
and arrange all their files together. Send express checkout forms to all the appropriate
guest's rooms. Note your customer's names so you can greet them by name in the morning.
After that, ask if they enjoyed their stay and if they will be returning to the area. If so, ask
if they would they like to make another reservation. Is there another hotel in the chain
where they might need another reservation? Note any future reservation information. While
chatting with the guest, print out the final bill and review all charges. Make sure you review
all room service, phone and mini-bar charges. If there is a discrepancy, ask the customer
which item they disputes and tell them you will look into it immediately. If you have made
a mistake, apologize and correct it. If no mistake is found, refer the bill to your supervisor.
Ask how the customer will be paying for the bill. Process all charges and present the
customer the receipt. Ask if the customer requires hotel transportation to the airport or to

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Name: Đặng Khánh Linh Class: Host2019A ID: 18072029 Troy University The individual report on Hospitality Services Question 1: The three standard operational procedure of receptionist are divided into 3 phases: pre-arrival, during guest staying, post-guest leave. Pre-arrival The first main duties of receptionists are to make and confirm reservations. And then, they will inform guests of hotel rates and services. In addition, they are in charge of answering directing incoming calls. During guest staying The first thing is to greet visitors. Front desk staff is the first point of contact visitors, clients or patients have with your business. Therefore, it is extremely important that your staff make a good first impression, project a friendly attitude and communicate your company's message. Beyond simply writing "greet each customer", you may want to include specific phrases for the staff to use. Asking, "How may I help you today?" provides your staff with the opportunity to meet the expressed desires of each customer. You may also include specific guidelines such as making eye contact with customers and using their names, offering them a beverage while they wait, maintaining a polite attitude, keeping the front desk neat and organized and never leaving the front desk unmanned. Secondly, the procedure for normal check-in may be summarized in the following 6 stages. The first stage is receiving and registration. Receive the guests at the reception, the receptionists will do t ...
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