Telephone Courtesy

Posted on 9:33 PM No Comments 

Label: Front Office
INTRODUCTION

In this section, we will discuss our role in performing functions as an operator, for it, courtesy and
ethics in the receiving telephone is very important. 

And when we will receive the telephone, remember that 4 to 6 times is CRITICAL , Why? Because at
that time was the opportunity to make a good impression or bad. 

Also keep in mind that: 

Telephone must be removed before tring to fourth. 

If the telephone does not answer after two- to-three ringing, we must apologize to the caller. 
Answer telephone with the appropriate greeting / standard. 
Connect with the extension sipenelepon goals correct department. 
Knowledge of the purpose must be understood by the operator before connected to other
departments. 
If no response from other departments after we connect, and returned to the operator, we must
answer the call. 
If we ask the caller to wait, should not exceed 30 seconds. 
The atmosphere around the operator room, should be free from noise and other disturbances. 

TELEPHONE PROCEDURE FOR OPERATOR 

Lift the telephone between third ringing. 

Greeting 

(Hotel name / name of department) Good morning, afternoon, evening (our name) speaking may I
help you? 
(Caller will mention to whom he wants to talk) 

Identification 

Sorry to whom I speak? (Ethics to SCREEN) 

(Caller will mention his name) 
Please wait, Mr / Mrs? 
(The operator will connect with the caller's name) 

Initiatives 

(If after the transfer to the person / not appointed, it will return again, then we answer, 
Back to operator Mr. / Mrs?, Is Mr. / Mrs? Want to leave a message. 

Documentation 

Sorry to whom am I speaking? 

Must I know from which company? 
Can I ask Mr. / Ms from the department? 
Sorry Mr. / Mrs. Your position? 
Must know the address of the company? Telephone number / fax? 
Well, Mr. / Mrs? Please leave a message? (Try accurate / complete but brief, direct to the point) 

Repetition 

Alright Mr. / Mrs?, I will repeat the message? 

Is everything is correct Mr. / Mrs? 

Farewell 

Anything else I can help Mr. / Mrs? 

Thank you for calling the hotel?, Good morning / afternoon / evening / night, so long. 

ATTITUDE/BEHAVIOR 

What to do 

Speak clearly, stand the distance between the mouth with a telephone receiver about 1.5 cm. 
Give the caller signal that we listen, the words such as: Right Mr. / Mrs?, Or repeat keywords that
caller say. 
Concentration in the receiving telephone. 
Make a note if caller give messages, complaints, though we are in a state of busy. 
Let caller closed first. 
If the complaint or caller told things in details and you connect to someone, tell some you connected
with the story so that caller do not have tell story again.

What do not to do 

Do not lift telephone with answering? Hello? 

Do not believe in our memory? Make NOTES. 
Do not play with a telephone cord. 
In answering the word? Say Thank You! Do not say OK? Or another Slang words. 

THE MISTAKES THAT OCCURRED 

Often late in bringing telephone. 

Speaking too softly, too loud, too soft, too fast or was chewing something. 
No hold the phone correctly, so he listened to what we are talking about. 
Do not listen well, to do something and listen at the same time. 
Not repeat guest request, or double-check the information provided. 
If there is one telephone in, simply shut down by not saying anything. 
Stomping up the telephone to close the phone. 
Closing the telephone prior to the guest / caller closed first. 
Forgot to apologize when a ringing telephone more than 3 ringing. 

FIVE IMPORTANT THINGS ABOUT ATTITUDE 

Our attitude to the guest influence with our behavior. 

Our attitude reflects the level of work satisfaction. 
Affect our attitudes to all people who came to / contact us. 
Our attitude is not only the sound pressure reflection of us. 
Our attitude can not be corrected.
Handling Reservation
Posted on 9:30 PM No Comments 
Label: Front Office
INRODUCTION

Procedure for accepting Reservation

In accepting Reservation, we should remember that ethics and courtesy in our call should remain
invested, more details can be seen in <a href='http://bloghotelier.blogspot.com/2009/11/telephone-
courtesy.html'>the Receiving Module Telephone</a>
, and also in terms of receiving Reservation (Booking Room) important thing we have to do is:

Continue to accept bookings DIRECT rooms at the input to the system (PMS) during the course of
the conversation. This is important because we can immediately provide confirmation numbers to
the candidates of our guests.

Back to it receiving Reservation, remember! we must:

Mention Guest's name at least 2 times as long to accept your reservation.

Leading the conversation, and avoid quiet atmosphere.
Speaking in a clear voice, and in a proper sound pressure.
Talking with the polite language, do not use slang words.
Thank you at least once in the conversation stage.
Not to hold caller more than once and no more than 2 minutes.
Give me a reason before to hold telephone and also asked for permission first.
And say thank you for waiting.

Next we will discuss how Accept Reservation Procedure.

RECEIVE RESERVATION PROCEDURE

Greetings

Reservation department, Good morning / afternoon / evening / night (Name) speaking, How may I
help you?

Identification

Sorry to whom am I speaking? Are reservation for your own? If for guests), may know who the
guest's name?
Does (your guest) have stayed in (the hotel) before?
To date the room reservation?
For how many nights menginapnya plan?
How many people plan to stay at room?
Is there any children also on the way here? (If yes): Can I ask how old is the child?
Are rooms booked for 1 big bed or 2 separate beds?
Do you want a room to smoke or can not?
Did you travel here for business or leisure?
(If for a holiday): Would you prefer that the room price includes breakfast or room? (If yes) When
opening a restaurant for breakfast at 05.30 am until 10.00am each day.
(If for business): May I know from what company?
Are you our membership card holders?
Initiatives / Recommendations

For information, types of rooms we have Suite, Deluxe, Superior and Standard, Normally our prices
for Suite is USD?, For Deluxe Rp?, To Superior Rp?, And for Standard USD?, However, for this
month, we have special prices Only USD?,

To fasilities at the hotel, we have a swimming pool and complete fitness center, cable TV, restaurant
and bar service 24 hours room service, banquet facilities with a capacity adequate? sampai ? up?
orang, business center, tempat parkir bisa mencukupi sampai?mobil, dll. people, business center,
parking lot sufficient to? cars, etc..

At room facility, minibar, complimentary tea and coffee, and standing shower bathroom, but for the
Suite room bathtub and private safe deposit box is available, etc.

How? Are you interested?

Can I make your reservation?

Documentation

Should I know your phone number?

Would you like to guarantee the reservation?
(If yes) Can I know the data from your credit card?
And for information, one-night cancellation fee will we wear when going No Show, and if you want to
cancel the booking, the information one day prior to arrival so we hoped.
(If not) We will only hold your reservation until 6 pm, and will be deleted automatically.
May I ask, what time you will arrive dihotel?
For information on check-in time we are at? and check-out time at?
Do you want me to arrange your pick-up service?

Repetition

Thank you for the information, now I will repeat your reservation, the guest's name? Date of ci and
co? Types of rooms? Price of the room? Credit card details? Phone number? Etc?
Is everything is correct, Mr. / Mrs??
And Mr. / Mrs? This your reservation number?
Do you want me to send e-mail confirmation?

Farewell

Anything else can I help you, Mr. / Mrs??

Thank you for contacting/calling the hotel?, Good morning / afternoon / evening / night, see you

PROCEDURE RECEIVE RESERVATION CANCELLATION

Greetings

Reservation department, Good morning / afternoon / evening / night (Name) speaking, How may I
help you?

Identifikasi Identification

Sorry to whom am I speaking? May I ask on behalf of whom the reservation?

Can I know the date of the reservation or confirmation number?
Excuse me, may I know WHY you cancel the reservation?

Initiatives

Offer other alternatives (to make another reservation) that also remain mengcancel listen
alasan2nya (sipenelpon interested endeavored to create change or make a return reservation)

Repetition

Fine, I'll repeat the cancellation of your reservation, in the name?. In the period date?
And Mr. / Mrs this number your cancellation number?

Farewell

Anything else can I help you, Mr. / Mrs??

Thank you for contacting/calling the hotel?, Good morning / afternoon / evening / night, see you

RECEIVE RESERVATION PROCEDURE AT CHECK-OUT

Reservations can also be made when guests were checking out who is expected to be back again.

Stages of what we do is:

Ask your date to stay back.

Ask the number of guests who will stay.
Ask the type of room requested.
Repeat again the reservation.
Ask guests to guarantee the reservation, (if not) saying we will only hold the reservation until 6 pm,
and will be deleted automatically.
Give the guest reservation number.

Farewell, with saying good-bye and good-bye to the next arrival. 

Guarantees of Payment
Posted on 9:37 PM No Comments 
Label: Room Sales Control
INTRODUCTION

In this topic, we will discuss how the importance of evaluating the room sale at the front office
department.

Evaluating the room of sale is not here to be discuss in how to analyze profit-maximizing views of
the external (Competitors).

Here, we are discussing on how we evaluate the sales of room which is come from the internal side,
which is an oversight that should be done by hierarchy and continuously.

The monitoring is meant, how we see a front office job directly related to the sale of room, and of
course to make it done properly.

Many revenue of sale in hotel, and then many role of reception to be done correctly to making all
revenue are charged accordingly such as charge code must be done and do not wrong, as well as
the receipt of money, or others, such as transportation income, business center , telephone,
massages, and others, also form of payment of cash, credit, debit or other.

And there is should be have an oversight function from superior, so that we can see whether a job is
right or wrong, whether the mistaken was intentional or not (Human Error).

With this surveillance is carried out continuously (Daily Basis), we can evaluate whether the sale of
rooms is done correctly or not, and of course will ultimately maximize the profit in the front office
department.

And it's steps are:

Guarantees OF PAYMENT

First of all, starting from the beginning.

UPON CHECK-IN

For guest (FIT) either through Reservations or Walk-ins, especially first timers or repeaters, the
requirement from reception to the guest, MUST DEPOSIT (1.5 x the cost of Room Rates) x length of
stay

For guests Corporate / Government, if the payment is requested Personal Accounts MUST
DEPOSIT (Both of CASH / CREDIT / DEBIT)

For guest room costs will be responsibility by the Company / Travel Agent, and the existing GL or
voucher, for the other costs requested MUST DEPOSIT

For guests checks-in who are not able to show GL / Voucher MUST be prompted other insurance,
whether it be Cash, Credit, Debit, unless there is approval from the authorities to be CHECK-IN NO
DEPOSIT, and must be signed in the Registration Card for approval

For guests FIT, Corporate, Government, or TA booking either first timers or repeaters when booking
or check-in immediately notified NO DEPOSIT, MUST BE ASKED TO DEPOSIT. dan TETAP
diminta tanda-tangan untuk Approval di Registration Card and STILL asked for signatures on the
Registration Card Approval

For guests Owner either by reservation or walk-in and not ordering from the owner himself MUST be
notified to the Owner / GM / EAM for clarification Room Rates, and Deposits

For visitors from all segments, at check-in and did not want to be asked guarantee / deposit for the
payment of Personal Accounts MUST get approval from the NM / DM / Fom / MOD / EAM / GM and
MANDATORY requested signatures on the Registration Card

For guests who do not want additional deposit required for other expenses, and after getting
approval from the authorities, the Guest MUST BE ADVISED, ALSO to the outlet that the additional
expenses during the stay will be applied CASH BASIS (Rating MUST be paid directly) can not be
charged to your room for every booking service, and also info to Housekeeping that MINI BAR
TAKEOUT going on

For guest rooms bear the cost of the GL / voucher, and others covered by the Booker / her friends,
when a Credit Card MUST sign PAYMENT AUTHORIZATIONFORM and if the form Cash, after
signing the Cash Receipt must also sign the Payment Authorization Form

And if the skipper or the occur Guest Check-out without notice and may cause late payment charge
or No. and NOT to do procedures that have been given, THEN receiver MUST create the guest
Attack, and after the clarification, IF an error ABSOLUTE sepenerima visitors, then ALL weight room
is his responsibility

UPON CHECK-OUT

For guests who check-out and payment is charged to the Company / Travel but no GL / VCH at
check-in, all supporting the bill, RC, who had signed the guest, the insert into a folder? Follow-Up
Bill?  and return to the Reservation for follow-up.

When guests ask billed for all or part of the expenses during his stay at the hotel, although at check-
in is a personal payment account, it MUST be clarified prior to the company concerned, to be sent as
a security Payment GL, and CHECK also whether the company is already a Credit Facility with our
hotel.

IF not have a Credit Facility, it MUST have prior approval to the authorities (GM, FC, EAM, CA), and
signed TEMPORARY CREDIT FACILITY FORM

When the incident above No.2 at the time of the day Sunday / National Holiday, or guests in a state
wants speedy check-out, THEN MUST guarantee as guests left, with the following caption:

Guarantees while using Credit Card, Card Ver THEN REMAIN as collateral, to explain to the guests,
when the GL or a certificate from perusahaansudah accepted Hotel, then NOT going to Sale of the
card, BUT if there is Charge Back or rejection of the Company in the future, EXPLAIN to the guests
that will HOTEL CHARGE back to the guest, by doing PROCEDURE Sof

Guarantees while using Debit / Cash, THEN some funds already in the DEBIT, POST, CAN NOT be
returned on the spot, but after GL or letter we receive from the Company, THEN, we will send back a
sum of money wherewith the debit card and Explain to guests

If the incident remained Guest ASK for collateral in the form of refundable CASH, although deposit
using DEBIT / CASH, THEN, the authorities MANDATORY Approval requested approval, and sign
the Refund GUEST DEPOSIT FORM

And when there is error procedure and resulted in a charge back or No payment and reception /
reception / cashier NOT perform procedures that have been given, THEN receiver MUST create the
guest Attack, and after the clarification, IF an error ABSOLUTE sepenerima visitors, then ALL weight
room is his responsibility

CITY LEDGER 

Guarantee of Payment is charged to company, MUST be considered as described below:

Guarantee Letter MUST have Letter Head / Kop Surat, explained, Guest Name, Date Check in /
Check-out, the bear, Room Rates, and the signature and the authorized positions of these
companies, there STAMP AND Company

A booking company fax NOT Guarantee of Payment

A travel agent booking confirmation NOT Guarantee of Payment

A business card is NOT Guarantee of Payment

If the existing Credit Facility (AR Accounts) in the PMS, but has not had a GL, IF Booker / Corporate
responsibility in the hotel, and also has requested approval from the Management, will be temporary
GL (GL Manual) which was signed by Booker / responsible, and Manager Hotel. However, the
DIRECT keperusahaan follow-up to the ASK, the original Guarantee Letter.

Temporary Guarantee Letter from hotel is NOT GUARANTEE PAYMENT

If there is no Credit Facility (AR Accounts) but there is a post GL, REMEMBER, it was NOT
guarantee payment, BUT not apply if the TEMPORARY CREDIT FACILITY has been signed by the
Hotel Management (SMM, CA, FC, EAM, GM)

And when there is error procedure and resulted in a charge back or No. NOT make payment and
procedures that have been given, THEN receiver MUST create the guest Attack, and after the
clarification, IF an error ABSOLUTE sepenerima visitors, then ALL the weight room is a SOLE - his
ANSWER

POSTING CASH / DEBIT / CREDIT

The acceptance of deposits in pemostingan, as follows

If the deposit in the form of CASH, MUST live in a post on PMS, NOT given to the next shift,
especially in Housebank stored until guests Check-out

If the deposit in the form DEBIT, SHOULD apply the same as CASH, (1.5 x price of a room) and if
there are more deposits, while Check-out, such as acceptance Cash Refund

If the deposit in the form of Credit, and is itself the guest card, the card VER CARD (Blocking Only)
and NOT posted in the PMS, and in the OFF LINE during Check-out, BUT if the card is a guaranteed
guest / other Booker, Direct Sale and posts on PMS, but CARD VER when the only guarantee, and
still fill PAYMENT FORM Authorization signed sipenjamin

RELEASED CARD VERIFICATION

Each print cards for VER CARD, MUST be in the filing of VER CARD FOLDER, CLAIM anticipation
of the Bank and the Card Holder, which we anticipate it to be easily clarification.

For Card Verification Released, When check-in MUST be informed of the guest, we only BLOCK
THAT card, and inform CARD CREDIT will be on the cards, while guests Check-out, IF guest
Check-out to use another card, or other guest who pays the bill, THEN THAT inform some of the
block FUNDS WILL refund in another weeks.

FOR anticipate a number of funds in the block (Card Ver) during check-in, inform ketamu, to use
some funds to the OFF LINE, and the rest is paid by the guest / other Booker.
Check in/out Procedures
Posted on 6:15 PM No Comments 
Label: Front Office
INTRODUCTION

In this topic will be discussed how the procedures to interact with guests, where they are going to
come to the hotel and which will leave the hotel. 

Before starting the procedure how to do well, always remember that in interacting with guests, make
sure always keep smiling, courteous and ethical. 

And when the conversation forgetting something, either about the price, facilities, or other
information, we can look at the Reception Notes, namely a Information Book written information on
matters relating to work in reception, to the reception record must always be on the table reception. 

CHECK-IN PROCEDURE 

Give Greetings. 
Ask the guest's name. 
Ask if there is a previous reservation. 

If there 

Checking the name on the computer. 

Proceed according to bookings made, whether the payment guarantee booking through letters,
vouchers or personal. 

If no 

Ask them whether they've ever stayed before. 

If they've stayed before, proceed according to history has ever seen, with the view that there is room
availability. 

If they've never stayed before 

Check into the system if there are rooms available 

If there are rooms available 

Ask for some people they will be staying, and ask if there are children come to stay, if any, please let
the wisdom of the children staying.

Ask for full name, with a borrowed ID card / passport or other identity card and a photo copy of the
card to a file, or foreign persons report (if the guest is expatriate) 

Find out to what type of room they require; Smoking / Non-smoking, single or double, room type and
room view 

Find out if they have corporate rates with our hotel, if no explain the prevailing price for the current. 

Explain the price of the room according to the type and variety, try try to up-sell with the type of
rooms or other facilities, such as the more expensive rooms with more adequate facilities, or other
facilities as well as Massage or Spa service 

Ask what type of room they will select. 

Ask in what way they will pay, whether by Credit Card or Cash. 
Prepare a Registration Card to be completed and signed? Handle (it required) to make way for the
guest check-out without notice, so that we can do S.O.F(procedure for claims payment to the credit
card issuing bank without signing the guest) and do not forget to ask the guest phone number. 

Before giving the keys to the guest, provide information about our hotel facilities; Hours open
restaurant for breakfast, the location of rooms, elevator locations, and do not forget to repeat the
room number and price, but keep in mind the repetition of the number of rooms and guests that the
price should own who knows, do not know the guest next to, or explained in a loud voice so that all
visitors know, this is an opportunity to make way for others to do that is not good to listen to such
information if there are no rooms available, offer to book a room at another hotel (try the hotel is still
the one network) 

And farewell with saying, Have a pleasant stay? or Have a nice day? 

CHECK-OUT PROCEDURE 

Give Greetings. 

Ask your room number, and input into the computer (PMS). 

Identified by asking the guest name matched to the system. 

Ask if guests have a pleasant day during your stay. 

Tell the guests to inspect the facility at Mini Bar in room. 

Leave a copy of a bill of expenditure for guests staying with bill supporting, Room Charge, Bar,
Restaurant, Telephone, Mini Bar and others. 

Ask the guest about the payment, if payment Cash, Credit Card, and when they are covered by
Guarantee Letter or voucher, see what is not covered. 

SPECIAL PAYMENT CHECK (depending on hotel policy, whether to accept payment Check) 

When receiving 

Assure Check the contents properly in Counter. 

Check the amount of money which was written the same as the cost. 
Check the guest signature and address the guests behind check. 
Ask the guest credit card for the Card Ver as a guarantee of the check. 
Ask guests to reconcile identity with an address in the check. 

Print invoices and submit it to the guests, if necessary, provide credit card already on Card Ver to be
matched again, whether the guest will pay with a credit card or other. 

When credit cards are already in Card Ver expenditures and costs the same or below, living Off Line
procedure, if the expenditure over the amount of the Card Ver, Off Line did the same procedure with
the amount of the Card Ver, the rest did SALE with credit card the guest. 

If guests will be paying with another credit card, apply directly on the machine SALE EDC, and other
credit cards in the Card Ver already, do the procedure immediately to cancel blocking amount, and
CANCEL SALE by credit card was in and directly Card Ver void in the machine so that the value of
EDC amount of funds already blocked will open again within 1 to 4 hours. 

Offer to make a reservation again. 

Thank guests for staying at our hotel. 

Farewell by saying, Have a pleasant trip.