Front office training manual

Hotel Front Office Training Manual with 231 SOP

Practical Front Office Management Guide for Hotelier & Hospitality Students

Hotelier Tanji

Owner

www.hospitality-school.com

Copyright © 2014 Hotelier Tanji All rights reserved

ISBN: 149096990X

ISBN-13: 978-1490969909

ACKNOWLEDGEMENT

Hello, I am Hotelier Tanji, owner of www.hospitality-school.com, world’s

most popular free hotel & restaurant management training web site, running from December 2009 This book is a comprehensive collection of 231 professional Front Office Standard Operating Procedures (SOP) In last 3 years we got immense praise and support from our readers This book is an attempt to give something back to our readers Thanks for purchasing this book

Table of Contents

No.Chapter-1:Reservation Polcy & Procedure

1 Documents Reservation into Appropriate Reservation Forms 2

2 Receives & Answers Email/ Fax Reservation Inquiries 3-4

3 Confirms FIT Room Reservations via Emails and Faxes 4-5

4 Answering / Handling Telephone Calls 5

5 Confirms FIT Reservations via Telephone 6

6 Up-sells to Booking Parties 6-7

7 Liaison with Sales Department for Group Bookings 7-8

8 Reviews the Following Day's VIP Arrival List 8-9

9 Distributes All Pertinent Reports to all Departments

Concerned Regarding Guest Arrival 9-10

10 Replies to All Guest Queries Regarding Hotel Information 10

11 Documents Reservation Amendments 10-11

12 Documents Reservation Cancellations 11-12

13 Handling of Guest History Reservations 12

14 Checks Guest History Records Regularly for Duplications 13

15 Checks the Arrival List Daily to Review Reservation

16 Creates & Updates the Blacklist File 14

17 Files All Reservation Correspondences & Miscellaneous

23 Adherence to Reservation Policies 20-21

24 Handling Guest Complaints 21-22

25 Confirmation Number 23

Hotel Front Office Training Manual with 231 SOP

Chapter-2:Reservation Supervisor’s Polcy & Procedure

26 Monitor the Hotel’s Closed out Dates 25

27 Monitor Room & Bed Status & Availability during High

28 Prepares the Staff's Monthly Roster 26-27

29 Conducts Training of New Reservations Staffs 27

30 Monitor Individual Inclusive Tour Allotments & Cut-off Dates 28-29

31 Maintain Associates Relation 29

Chapter-3:Guest Service Agent’s Polcy & Procedure

32 Prepares all Requested Reports for Guest Relations

37 Room Availability Status & House Count 34-35

38 Identify Guest Needs 36-37

39 Confirm Availability 37

41 Basic Manual Reservation 38-39

42 Enter Guest Reservation into System 39-40

49 Present Registration Card 45-48

50 Establish Method of Payment 48-50

51 Travel Agent/Airline Vouchers 50-51

53 Register Guest in Computer 53

54 Information Described to Guests 53-54

55 Obtaining Guest Rooming Assistance 54-55

64 Room Change Request 62-63

65 Concierge Stand Phone & Log 64

68 Non-Registered Guests (NRG) 66-67

69 Guest Mail/Packages 67

70 Safety Deposit Boxes 67-68

71 Lost & Found 68-69

73 Cash Traveler’s Checks 70

74 Process Miscellaneous Charges 70-71

75 Process Corrections Vouchers 71

76 Process Adjustment Vouchers 72

86 Assign Rooms & Balance Room Types 79-80

87 Due Outs & Discrepancies 80-81

88 Greet the Guests 81-82

89 Telephone Courtesy 82

91 Maintenance of Guest Confidentiality 84-85

92 Maintenance of All Areas in the Guest Service Agent 85-86

Hotel Front Office Training Manual with 231 SOP

Chapter-4:Cashier’s Polcy & Procedure

94 Issue a Safety Deposit Box 88-89

95 Allow a Customer to Access to the Safety Deposit Box 89-90

96 Close a Safety Deposit Box 91-92

97 Conduct a Manual Posting 92-93

99 Issue a Paid-out 94-95

Chapter-6:Executive Floor Polcy & Procedure

Hotel Front Office Training Manual with 231 SOP

Handling, Check-Outs & Message Delivery 160

on the Executive Floor 162-163

Chapter-7:Driver’s Polcy & Procedure

Chapter-8:Doorman’s Polcy & Procedure

Chapter-9:Guest Service Center Polcy & Procedure

Chapter-11:Bel Desk & Concierge Polcy & Procedure

Hotel Front Office Training Manual with 231 SOP

Chapter-12:Other Various Polcy & Procedure

PREFACE

Hotel Front Office Training Manual with 231 SOP, 1st edition is a self-study practical

Front Office training guide for all Front of the House professionals, either who are working in the hotel or restaurant industry or novice ones who want to learn the basic skills of professional front office management to accomplish a fast track, lavish career in

hospitality industry www.hospitality-school.com, world’s most popular free hotel &

restaurant management training blog combines 231 most useful industry standard Front Office standard operating procedures (SOP) in this manual that will help you to learn all the basic Front Office Management skills, step by step This training manual will enable readers to develop basic service skills that will be required to handle guests at different situations and at the same time enlighten you with high quality service skills that will ensure better service, tips and repeat business

for hospitality students and also a useful reference material for expert hoteliers This manual will be a helpful practical resource for both - those working at 5 start hotel or those at small restaurant

I along with my team have made this manual concise and to the point so that you don’t need to read boring texts This book will solve most the fears that a Front Desk professionals have to face every day I would like to wish all the very best to all our readers Don’t forget to collect my other self-study hotel management training manuals

Keep visiting my blog www.hospitality-school.com to get free tutorials regularly

Regards

Hotelier Tanji Owner & Admin

www.hospitality-school.com

Reservation Policy

 Name of the guest (surname, first name, title)

 Arrival and departure date of the guest

 Arrival time of guest, airport pick up (on charge)

 Number of rooms and room types

 Caller’s name, company, telephone, fax number and email address

SOP-1: Documents Reservation into Appropriate Reservation Forms

Standard

Provide an assurance that all reservation inquiries are adeptly responded through

emails/faxes to the guests

Procedures

a Date of arrival b Category of room

c Required number of rooms d No of pax

 Check room occupancy forecast and room availability of dates mentioned

 Identify whether the guest will be accommodated; if not then suggest alternatives (ex- other room types)

 Follow the hotel standards while answering to the guests

 Use the same mode of communication the guest used (ex-email or fax)

Includes the following:

a Reservation proposal (if rooms are available)

 Inform guest about rooms (such as: status, type, rate etc.)

 Reconfirm dates of arrival/departure, number of rooms required

 Request guest to forward acceptance with arrival and guarantee details

 Up-sell room categories

 Determine if airport transfer is needed

 Record only the guaranteed reservation into system

SOP-2: Receives and Answers Email or Fax Reservation Inquiries

 Follow up acceptance from the guest

b Regrets (in case no rooms are available)

 Inform guest that there is no required room available on the mentioned date

 Inform guest of dates with room occupancy

 Offer other open room categories with tariff

 Keep the reservation in pending file, by date

 Follow up acceptance with the guest

 Confirm particulars of guest staying that all are mentioned in the confirmation respond Procedures Such as:

a Date of stay b room category c room rate d number of pax e transfers

f Estimated Time of Arrival (ETA)/guarantee

SOP-3: Confirms FIT Room Reservations via Emails and Faxes

 If ETA (Estimated Time of Arrival) is mentioned:

 Inform guest that room will be kept for 2 hours after his ETA

 If no ETA/guarantee details are mentioned:

 Inform guests about the hold policy (rooms will only be reserved until 6pm, after which the hotel can sell the room to other guests)

 Update system for additional details given before the confirmation is sent via fax or email (ex- flight details, transfer requirements, etc.)

 File confirmation with updated reservation particulars according to arrival date

 Listen properly to the caller and repeat the details given to ensure accuracy

 Close the conversation by saying "Thank you for calling, Mr X” And allow the caller to hang up first

 In case of transferring a call, make sure that you are transferring it to the right department/ person right away

 Observe the call until the phone connection is on

 If there is any difficulty regarding language problem or any complaint, switch the call to the reservation personnel

SOP-4: Answering / Handling Telephone Calls

Standard

Provide an assurance that all FIT (Free Independent Traveler) reservation confirmations will be done in an efficient and precise manner within 24 hours maintaining set telephone courtesy during conversation

Procedures

 Find out guest particulars including name and details of stay

 Retrieve reservation details from system If not yet inputted, retrieve from “Pending file”

 Communicate all details of reservation to guest to verify and ensure accuracy

 If no ETA or guarantee, inform the guest that reservation will be held until 6 P.M on the arrival date

 Offer guest pick-up (airport transfer which is chargeable) facilities

 Identify your status and thank the guest for calling

 Record any additional details/amendments in the system and note on the correspondence

 Re-file in the reservation system by arrival date

Standard

To maximize the hotel revenue and profit through up-selling of higher yield room categories features to prospective guests

SOP-5: Confirms FIT Reservations via Telephone

SOP-6: Up-Sells to Booking Parties

Procedures

 Recommend the guests about the following special features and amenities:

a Executive Floor's junior suites b Suite rooms

c Deluxe rooms

d Executive Deluxe etc

 Inform the guests about the regular room details (if guest is not interested at your recommendations)

 In case of a Travel Agent booking, push selling for taking breakfast, lunch or dinner facilities

 Always offer Airport transfers service

 Enter Reservation into system and file under group file according to date and month

SOP-7: Liaison with Sales Department for Group Bookings

 Sales equip the group rooming list and group instruction form to Reservation On the basis of cut-off agreement and allowance

 Double check with Sales whether the cut-off date is expiry to avoid cancellation

 Input Rooming list into reservation system and file with previous group file Reservation form

 Verify the accuracy of the details in system against the Sales department

 Check for all reservations 1 week and 1 day prior to group arrival by Reservation supervisor

 Sort out all reservations for collection by the Reception Personnel on the day before group arrival

Standard

Give an assurance of a proper reception procedure after the VIP arrival at hotel with a prior preparation through reviewing the following day's VIP list

Procedures

 Determine following day's VIP arrivals through VIP arrival list by:

a) VIP per title

b) VIP is returned guest (from 10 visits up) c) VIP per high rate

d) VIP per special requested from General Manager

 Check all the particulars in the VIP file into system

 Sort out correspondence in reservation file and stamped with "VIP" tag

SOP-8: Reviews the Following Day's VIP Arrival list

 Coordinate with all concerned departments to prepare any special requests made by VIP or required for For example:

a Concierge for airport transfer b Security for extra care

c Housekeeping for extra bed, Reception, etc

Standard

All Guest reports will be produced and distributed to concerned departments before guest arrivals in order to ensure a warm and cordial reception following the hotel standards

Procedures

 Reservation supervisor will generate the following reports:

a On book report / daily b Pick Up report/ daily

c Daily competitor report / daily d Weekly forecast / weekly

e Top 30 corporate and travel agents accounts / monthly

 Check the VIP list, groups for the week concerned

 Find the correspondence in the Reservations file

 Enter all relevant information on weekly expected arrival list form

 Input arrival transportation list in the system before 6 P.M (1 day prior to arrival)

 Generate and print the arrival list from the computer by concierge

SOP-9: Distributes All Pertinent Reports to all Departments Concerned Regarding Guest Arrivals

 Arrange the airport pick-ups according to printed traveler information report

 Listen to the guest’s query carefully

 Update and familiar with the following:

a Hotel outlets b operation hours c price

d capacity e services

f room’s features

 Check the information/whiteboard or notice boar on regular basis so as to

provide or updated of any information related to that

 Refer the caller to the Concierge or Reception desk (if unable to answer any

query) as a last resort

Procedures

 Check if the reservation has been recorded properly into reservation system

 Identify the following:

a The guest’s name

b New date of reservation c Name of the contact person d And all related information

 Input new details on fresh Reservations form, and tick the Amendment box

 Enter any adjustments into the system

 Follow up with concerned sections or departments regarding any discrepancy on arrival date

 Find out the original booking and attach the amendment on top of that

 Re-file the Reservation correspondences

Standard

To cancel the reservations and re-adjust the occupancy forecast after the guest had cancelled the reservation; all reservation cancellations details will be documented

Procedures

 Identify the name of guest and check if reservation has been inputted in system

 Determine the name of contact person and reason behind cancellation

 Record all details, cancel into the system

SOP-12: Documents Reservation Cancellations

 Retrieve the correspondence, and stamp over the word CANCELLED

 Double check the cancellation file by Front Office Manager before to be filed by date

 Check the Front Office policy on duplicate reservations (if the cancellation is caused by Reservation duplication)

Standard

To ensure that all information of return guests history files are properly reviewed and updated prior to guest arrival at hotel

Procedures

 Based on the receipt of a booking, check if guest has a guest history file

 If the guest possesses, input the guest history number on the reservations form with all the details

 Inform guest of previous stay's details (ex room type, room rate)

 Ask guest if he/she wants to take similar arrangement as previous stay

 File all particulars according to date of arrival

 Input all guest’s requirement into system, using previous guest history profile reservation

 Trace number of visits so as to arrange any special features (according to the hotel policies) allotted for repeat guests

SOP-13: Handling of Guest History Reservations

Standard

To avoid any discrepancy and any possible duplication, guest history records will be checked on a regular basis

Procedures

 Verify all following day’s guest history arrival lists

 Double check each guest name by inputting name into the reservation system

 If there are two files for one guest then merge both files and delete the empty file

 All duplicated guest history files should be deleted by EDP Manager completely from system if re-arrangement of guest history is done

 Verify the following details:

A Arrival/departure details B Guest Name

C Room category D Room rate E Flight details F Booking source

G Special requests (ex transport, extra facilities)

 Reconfirm the reservation by calling bookers (if possible)

 Re-file the guest correspondence according to arrival date

 Enter the checked arrival list (if required)

Standard:

The reservations department will constantly and regularly update and maintain a Blacklist file in order to avoid all unacceptable and undesirable individuals to get in the Hotel

 Blacklist file will be updated regularly for better controlling

SOP-16: Creates & Updates the Blacklist File

SOP-17: Files All Reservation Correspondences & Miscellaneous Documents Properly

Standard

To ensure well-organized retrieval of reservation documents in times of necessity, all reservation particulars and miscellaneous documents are filed and arranged properly

Procedures

For Free Independent Travelers:

 File all correspondences according to date of arrival, by month

 Attach the confirmation on top, according to the updates

 Enter and file regrets and cancellation correspondence together by month

For Groups:

 File group under group file arrival according to arrival date

 Attach the confirmation on top, according to the updates

 Enter and file group regrets and cancellation correspondence together by month

** Note: Enter all accepted reservation proposals in Pending File, by month until

they are confirmed **

Procedures For Gents:

 While doing service always wear a neat and tidy uniform

 Do no wear the hotel uniform outside the hotel premises without management approval

 All required accessory (buttons, belts,) must be properly fitted with uniform, do not put on any extra accessory

 Attach a clean and clear name badge

 Wear polished and clean black shoes with at least 2 inch heels

 Plain flesh colored stockings is to be worn and changed daily

 Keep your hair neat and tidy

 Cut your nails regularly and keep them clean

For Ladies:

 While doing service always wear a neat and tidy uniform

 Do no wear the hotel uniform outside the hotel premises without management approval

 Do not let your hair untie, hair must be tied back with black ribbon

 Use light make-up

 Keep your bangs shorter than eyebrow level

 Keep your nails clean and free of any dark shades

 Your Jewelry should consist of only one ring, one watch, one bracelet and no dangling earrings

Manners

 You are not allowed to do any sort of personal work, such as smoking, eating, sleeping while performing your duty

 Do not lean on walls, equipment or furniture during performing your duty

 Never keep your hands in your pockets while on duty

 Punctuality and etiquette are mandatory for any hotel staffs

Standard

Logbook ensures a smooth communication among the Reservation personnel from various shifts and following standards are maintained while recording Logbook:

 Special events / complaints are recorded in this logbook

 It is filled legibly and in detail

 All Reservation associates are required to properly read and follow the current page of the logbook

Procedures

 Fill in date and time

 Fill in your initials

 Fill in event / complaint or message step by step

 Include all following details of event:

a Guest’s name b Room number c Company name

d Persons involved in the event

 Follow up steps implemented

 Follow up must always be completed as early as possible

 All items are should be set on within 24 hours or before guest departure

SOP-19: Logbook Recording

 Each morning, logbook is to read by the Manager and passed to Front Office Manager’s office

Standard

Associates perform their task within the allocated time maintaining the accuracy to ensure that tasks are performed in an efficient and professional manner

Procedures

Make sure about certain basic things which are as follows:

 Jobs are to be appropriately organized and hand over to the following shift

 All hotel equipment is functioning and working well

 Machines should be used by the hotel staffs in accordance with the manufacturer's instructions

 Associates should perform their assigned job properly and meat deadlines as per guest request

 Associates should responsible for maintaining their respective areas and are to maintain keep it clean and tidy

 All guest orders must be completed on time

 Associates must complete their tasks in accordance with reservation standards

Standard

To coordinate with the associates of outgoing shift and to take the responsibility form next shift, all reservation associates must report to the reservation office 15 minutes prior to beginning of their shift

SOP-20: Review Tasks

SOP-21: Change of Shift Procedures

Procedures

The Logbook is received by the all associates at the beginning of each shift The opening and closing shift Procedures must be followed accordingly:

 Arrive at the Reservation office 15 minutes before the start of each shift

 Coordinate with the other reservation personnel who are on outgoing shift

 Review all special and pending items of the day

 Go through the today’s VIP list and take extra care upon receiving and entertaining the VIPs

 Carefully read the logbook in order to get acquainted with the today’s special incidents and pending items to be completed

 Make sure that you have properly finished your assigned duties at the end of each shift (e.g fax, telex, typing, etc.),

 Check you have appropriately posted all vouchers in PMS

 At the end of your shift, handover the duties to associates of next shifts with all special and pending items that need to be followed up

Standard

To maintain the accurate level of par stock, a requisition list is prepared at the beginning of the each month and submitted to Front Office Manager for signature Quantities are requisitioned in order to maintain par stock levels

Procedures

 Make a requisition list of quantity to ensure correct par stock level

 At the end of the each month review par stock level

SOP-22: Requisitions

 Take note and make a list to maintain par level of stationary and supplies

 Make sure that requisition list is signed by Reservation Supervisor

 Submit the requisition to the Front Office Manager for obtaining signature

 If you want to take a day off on a particular day then you must inform to your supervisor at least 2 weeks in advance

 You are not allowed to do any sort of personal work, such as smoking, eating, sleeping while on duty

 Ensure that at least one business center receptionist is present at the reception counter at all times

 With the consent of the Reservation Supervisor / Assistant Manager, rotation of shifts can be done among the business center receptionists

 Must read the logbook before starting your duty to be aware of any special events

SOP-23: Adherence to Reservation Policies

 Read carefully all the notices in the Personnel notice board

 Reservation personnel must stand up and remain standing while talking to a guest

 Reservation personnel are not allowed to avail the outlet facilities of the hotel without prior approval from management

 Know and learn all the features and services with their charges to be able to answer any guest’s query

 Be acquainted with all the events happening on in the hotel and all the information about the hotel

 Listen politely when a guest is talking to you If you are not able to answer any question the guest asked then try to find out the answer and follow up with the guest

 Maintain your etiquette and manner while doing your service

 Keep a smiling face and pleasant personality with a helping mind

 Never argue with a guest or do not make a wrong accusation against a guest or pass any derogatory comments

 Never use any other language while doing your service especially in front of the guest so as to raise your standards

 Try to remember all check-in guests’ name and call the guest by name courteously

 Make sure that you are aware of all standards and Procedures of the Reservation

Standard

Ensure that the quality of the hotel service has maintained by taking immediate action against guest’s complaints before the guest's departure To do so, all complaints are to be recorded in the Log book without any mistake

SOP-24: Handling Guest Complaints

Procedures

 Properly listen to the guest complains without interrupting to the guest

 Provide assurance the guest that you have carefully listened and fully understand the complaint

 Ask questions if it is required

 Apologize and inform the guest of the following:

a You will take immediate action

b The duration that it may take to resolve the matter

 If the problem is related to the Reservation, and if you are able to resolve then take immediate action Never let this situation to be happen again and be very careful with service for this guest in the future

 Do not lose your patient and always remain considerate and respectful to the guest

 Report to Manager or Assistant Manager of the guest’s complaints so that the correct action can be taken instantly

 Keep guest informed of the updates about the actions taken as you proceed to resolve the problem

 Record details about the guest complaints in Log book Inform / update Manager

 Do not give chance to your guest to complain again and also advise your colleagues so that they are also aware of the situation

pre- Inform guests of confirmation number

 In case the reservation system is down, identify your name and today's date to

guest as a confirmation number

SOP-25: Confirmation Number

Reservation Supervisor’s

SOP-27: Monitor Room & Bed Status & Availability during High Occupancy Standard

To avoid receiving additional bookings on closed out dates, all relevant Sales agents/reservations systems and any other booking sources are informed earlier of these dates

Procedures

 Review and monitor daily occupancy forecast

 Always keep eye on the notice board or coordinate with other departments since decision on closed out dates are finalized by FOM, DOS and GM

 Send out availability adjustment relevant parties concerned informing them of the closed out dates including the regional sales offices, hotel’s website and internet booking system to avoid any hassle

 Transfer the information regarding closed out dates to Reception and Executive floor

 If there is any additional reservations then pass it to FOM (Front Office Manager) for immediate handling

 If closed out dates are amended, inform all respective sections of amendment as per FOMs advise as well as the regional sales offices, web side, internet booking system will be informed

Procedures

 Determine high occupancy days at least 14 days in advance on book report

 If occupancy reaches at 80%, inform the FOM (Front Office Manager) immediately

 Double check all reservations in system for high occupancy days

 Check the following:

a No shows b Cancellations

c And all bookings without guarantees (ex ETA, unconfirmed or tentative

 Identify the approved advance leaves for the current month

 Ensure adequate staffs are available for all shifts available by drafting a schedule

 Type out the work schedule after finalizing it

 Submit this schedule to FOM (Front Office Manager) to get approval a week before implementation

SOP-28: Prepares the Staff's Monthly Roster

 After getting approval, implement the schedule

Standard

To maximize the service quality and to please the guest properly, all newly hired reservations staffs are to be trained and section's standards and Procedures to be learned

Procedures

 A training program organized by the Reservations Supervisor which will include the following knowledge and skills training in:

a Mission Statement b Job Description c Task List

d Standards and Procedures e Basic Etiquette

f Office Decorum g Handling guests, etc

 A cross training program will also be organized with other departments

 The Reservations Supervisor will implement the whole training session

 The Reservations Supervisor will assess and evaluate the progress of new hired employees and give required recommendations

SOP-29: Conducts Training of New Reservations Staffs