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Club Florence SOP Front Office

1. Guest Call Sheet (Follow up list)

In our efforts to reach zero complaints and thus having completely satisfied clients, the guest call sheet or the follow upsheet has to be applied and strictly followed with all its contents. Each day is having a separate sheet, all guest requirements and needs, maintenance orders, requests should be listed down with the room number, time, name of the person who took the order, to whom it was passed in addition to the most important step which is the follow up with the guests to make sure that the order is fulfilled. This form has to be handed over shift by shift, signed by the shift leader, Asst.FOM and properly filed at the end of each day for reference if needed. 2 Making a reservation The reservation office is the main profit center within any hotel. Therefore, the overall objective for any reservation office is to sell the maximum number of rooms at the highest possible rate. The reservation office should provide efficient, informative and skilled reservation services to all guests while using effective selling methods and excellent guest contact skills. Reservation handling: By telephone By letter, fax, and should be confirmed within 24 hours In person Types of reservation: A-Guaranteed reservation. B-Non-guaranteed reservation Source of business: Individuals: aWalk in bDirect booking cCorporate dAirliners eHoteliers Groups: aTravel agents bOne shot group cNon tour operator group Allotments: aLocal allotment bForeign allotment

Reservations must be taken according to the hotel set policy to include the following tasks: Time of arrival Credit card number to guarantee late arrival Expiration date of credit card Reservation confirmation number If guaranteed, cancellation policy has to be explained If not guaranteed, check-in dead line has to be mentioned Reservation has to be taken efficiently Guest must be thanked for choosing the hotel Special requests Visa and transportation requests In house programs 3 Basic guest reservation information When the reservation office receives a request from a potential guest who is coming to the hotel, the clerk should get certain necessary information from the guest and write it on a reservation form including: a) b) c) The arrival date The departure date The number and type of rooms

Based on this data, the clerk can determine if the hotel has any rooms available, if there is a space available, the remaining reservation information can be obtained, 1. accurate guest family and first names 2. checking if the guest has a profile on the system 3. complete home address 4. phone number 5. agency or company complete name and address, also a telephone number should be obtained 6. number of people and ages of children 7. expected arrival time 8. room location 9. name of the caller if different from the guest 10. any additional necessary information like flight details, method of transportation if the reservation is not guaranteed, the clerk has to explain the policy of the hotel regarding the cut off time. If it is not filled by a certain time, the guest should be informed of this policy After the information has been gathered, the clerk should repeat it back. As a final point, the clerk should thank the guest for selecting the hotel.

Allotment is an agreement between the hotel and the travel agency to block a certain number of rooms on a daily basis with a special rate. This kind of agreement is done twice a year for the summer and the winter season. Handling allotment reservation for individual and group is the same procedures as the normal reservation for individuals and groups. The only difference is that the rooms are blocked from the travel agencys allotment in order to maintain a correct materialization.

Same procedures of individual reservation will take place when handling a group reservation with the only difference of obtaining the rooming list prior to the arrival 4 Basic guest reservation information When the reservation office receives a request from a potential guest who is coming to the hotel, the clerk should get certain necessary information from the guest and write it on a reservation form including: a) b) c) The arrival date The departure date The number and type of rooms

Based on this data, the clerk can determine if the hotel has any rooms available, if there is a space available, the remaining reservation information can be obtained, 1. accurate guest family and first names 2. checking if the guest has a profile on the system 3. complete home address 4. phone number 5. agency or company complete name and address, also a telephone number should be obtained 6. number of people and ages of children 7. expected arrival time 8. room location 9. name of the caller if different from the guest 10. any additional necessary information like flight details, method of transportation if the reservation is not guaranteed, the clerk has to explain the policy of the hotel regarding the cut off time. If it is not filled by a certain time, the guest should be informed of this policy After the information has been gathered, the clerk should repeat it back. As a final point, the clerk should thank the guest for selecting the hotel.

Allotment is an agreement between the hotel and the travel agency to block a certain number of rooms on a daily basis with a special rate. This kind of agreement is done twice a year for the summer and the winter season. Handling allotment reservation for individual and group is the same procedures as the normal reservation for individuals and groups. The only difference is that the rooms are blocked from the travel agencys allotment in order to maintain a correct materialization. Same procedures of individual reservation will take place when handling a group reservation with the only difference of obtaining the rooming list prior to the arrival 5 Guarantee reservation:The guaranteed reservations are one of two reservation types; the second are the non guaranteed ones.Guaranteed reservation includes:aCredit card, cancellation policy has to be explained and that the card will be charged after that point. Credit card number and expired date should be takenbAdvance deposit, to guarantee the reservation whether its a full payment or a part and the rest upon departure. Cash receipt has to be sent to the hotel itselfcTravel agents on credit list, which are mainly the main tour operators the hotel is signing contracts with them. Normally the vouchers are collected and the accounts receivable is preparing the invoices afterwards.dCovering letter or fax also covers the payment when it's

signed by an authorized person.6. Changing reservation (Reservation amendment):Reservation amendment could be through the guest himself in case of direct booking and in this case it has some possibilities:a) Name changeb) Change of arrival datec) Change of number of nightsd) Change of number of roomse) Change of number of paxf) Change of room locationg) Change of any of the agreed conditions as the transportation or the method of paymenth) Change of meal plani) OtherThe availability plays a big role in this process but it would very preferable to satisfy the clients. Amendment should be done and faxed directly. More familiar to have amendments in case of groups whether local or corporate as the local company use to block a certain number of rooms depending on the selling situation which is not always matching the blocked numbers.In case of foreign tour operators, the faxes or the e-mail are the fastest and the most efficient methods and its normally related to names.In the reservation form there is normally a part for room amendments which should be ticked in case of any changes and attached to the original form and filed in the correct date in case of date amendment. 6 Canceling a reservation: A prospective guest who takes the time to cancel a reservation is doing the hotel a service, for the cancellation lets the hotel know that a room is available for walk-ins or those who reserve late. To encourage guests to cancel, the property should make it as easy as possible for a customer to do so. Being placed on hold or transferred to several staff members is annoying as well as expensive for the long-distance caller. Callers who receive such treatment may resolve never to book a room at the hotel again. As when performing any guest service, we have to be polite, efficient and courteous

There are two steps to cancel a reservation: 1Obtain the name under which the reservation was made as well as the guests address and proposed arrival and departure dates. This information will ensure that the proper reservation is pulled and canceled 2Caller should be asked if he would like to make an alternative reservation, if not we have to express regret that the caller will not be able to stay at the hotel at this time and express the hope that the hotel can be of service during a future trip. After all, it is important that the potential guest remember the hotel so that when the trip is made, there will be no doubt at all about where caller will stay.

Cancelled tour operator reservations are due to the hotel policy and deals or contracts done with different travel agencies as cancellation fees, released periods and so on. In case of individual cancellations, this depends on the deal itself whether its a deposit or credit card guarantee. 7 Approaching guests: Reservation must answer incoming calls within 3 rings Reservation must strive to make all guest reservations effortless and enjoyable for the guest Must respond to faxes, letters within 24 hours Guests should be given the first priority Listen carefully and give the guests the full attention Approaching guests comes from being familiar, friendly and professional in dealing with clients and this comes through the following points: 1- Beginning each interaction with greeting, dept. name, person name, how may I

assist you? 2- Show to the guest through the voice tones and attitude, that it is a pleasure to be of service 3- Acquire and use guests name at least at the beginning and the end of each interaction 4- Achieving guest satisfaction must be the primary goal of the interaction 5- Speak to every guest in a friendly and courteous manner 8 Walk In registration: Bell captain should inform the front office clerk of the amount of the luggage, a good indicator of how long a guest intends to stay. Before asking the guest for a deposit the front office clerk should check if the guest is: VIP Has an authorization letter Has a travel agents voucher The deposit must be in ratio to the length of stay. The deposit can be made in cash or by credit card, for the later an imprint of the credit card will be taken and the guest will be asked to sign for the requested amount All walk ins rooms are to be seen on the daily credit check report. The credit manager will evaluate each guests account on the credit check report and determine, if a further deposit is needed and will inform the relevant person accordingly. 9 Locate reservation:

To locate a reservation we have to: 1) Check the confirmation number 2) Name 3) Arrival date 4) Room type 5) Rate code 6) Company or individual, through Fidelio training 10 Review reservation information:While taking a reservation, the following information has to be reviewed:aAvailability and occupancy percentagebGuest namecVerify the spelling of the guests namedGuest addresseArrival date and timefNumber of nightsgDeparture timehBed arrangementsiNumber of rooms desiredjIf the guest desires smoking/non smoking roomkWhether the guest has stayed at the hotel beforelTransportation neededmInquire if there is any more special requests or requirements like a birthday or a wedding anniversary, etcnConfirmation numberoContact person or reachable telephone number12. Establish method of payment:Billing to companies or direct billing:Guests wishing to charge all or part of their accommodation expenses to a company that will be responsible for payment must have prior approval or authorization with the hotel for this direct billing privilege. Account approval would occur before the guests arrival at your hotel.Cash / traveler cheques:Guests who pay with cash or traveler cheques may wish to establish credit during the registration process which can be done with a major credit card (where permitted by law) or with an advance payment in excess of the applicable room and tax charge.Credit cards: AMEX, MasterCard, Visa:Credit cards are the most frequently used methods of payment and should be processed with extreme care for the following reasons to ensure that the guest receives an accurate billing

statement from the credit card companyTo enable the hotel to collect accounts receivable charges from the credit card companyCharge back is a term used to describe a charge that is returned to the hotel without payment by the credit card companyThe most common mistakes that result in charges returned to the hotel without payment by the credit card company are:aaltered amounts on the voucherbno authorizationccancelled card numberdno signature or wrong signatureeinvalid credit card 11 Travel agents / Airline vouchers: Vouchers are considered one the accepted payment methods in hotel business, when payment is made by a T/A or A/L, the front office should make sure of collecting the original hotel voucher from the guests or the representative upon check-in, in case of acceptance. For acceptance of a T/A to be on credit list, reference is made to the Regional Office to approve the credit facility and to establish an adequate floating deposit. The front office has to check, if the T/A voucher fully or partially covers the entire bill. A separate folio to be opened for extra charges and the guest is to be notified to indicate his method of payment. In case of non-listed T/A requesting a reservation, reference is made to the Regional Sales Office or to the Reservation dept. concerned to establish adequate deposit. The voucher stamped paid and signed, if handled by the Regional Office will be sent to the concerned hotel mentioning the cash receipt number and amount 12 Assign a room: Room assignment involves identifying and allocating an available room in a specific room category to a guest. When the guest request is ambiguous, or when a room is unavailable the FO may conduct a survey of all room categories to identify an acceptable available room. Front Desk agent must be aware of each room rate, category, current occupancy status, furnishings, location and amenities in order to best satisfy guest requests. Future reservation commitments must be also considered while room assignment so that rooms are not assigned in conflict with near future reservation needs. For making an ideal room assignment for guests arrivals, the following steps should be done: 1- Print from Fidelio Guest arrival tomorrow Departure tomorrow Trace report for next two days All room vacant room 2- Check the correspondence of the arrival (individual + groups) to be aware of any special remarks or requests 3- Check with the bell captain the check out time of all rooms' departure tomorrow to assign room for early arrival from vacant rooms or early check out rooms 4- Take notes on the arrival list for all requests and recommendation written in the trace report. 5- Start assigning rooms according to all the above steps. 13 Record guest credit: The credit limit for each guest settling his bill in cash is according to the hotel policy but it's normally: . for rooms

.. for suites Should any guest exceed these limits, his balance will appear on the credit check report which is to be reviewed by the Asst. FOM on a daily basis. Pre-typed letters with a copy of the bill will be forwarded to the guests, requesting them to settle their bills. A copy of such a letter is to be forwarded to the Financial Controller. As for regular guests, its up to the front office to monitor the situation.. The following day, the Asst. FOM is to check, if the guest responded to the first letter,. Information is to be forwarded to the F.C. If payment is still finalized, we either double lock the room after the permission of the G.M. or carry the matter further with the tourist police. 14 Register guest in computer : Upon guest arrival, the registration card should be filled with the basic information needed about the client from: first name family name home address telephone number fax number nationality passport number joiner children and their ages e-mail if available method of payment room number number of pax to be charged meal plan rate code market code source code travel agency towel cards 15Hotel Information described to guest: Hotel location and distances Key envelope (key, towel cards, luggage stickers, all-inclusive pass) Room facilities (safe, hairdryer, mini bar, telephone, TV) Outlets (names, locations, opening hours) Pool & beach service (sun beds, towel house, areas) Shuttle service Money exchange Guest relation desk All inclusive concept Recreation facilities Animation program

Diving center, aqua center, surf center Medical treatment

16 Thank Guest: Sample: Club Florence Ansal Buildwell Dear Mr./ Mrs. First let me seize the opportunity to thank you for choosing club Florence place for spending your vacation. At Tropicana Hotels and Resorts, we strive to exceed your expectations throughout each visit and we want to thank you for helping us anticipate your future needs by telling us about ___________________ through the Guest Comment card you filled. For any aspects or additional comments please contact one of our Hotel Guest Relation Officers. Wishing you a pleasant stay This text can be used in case the guest suggested, added or complained about any of the hotel services Other thanks letter form is the courtesy order

There is another way to thank the guests which is the verbal way like to thank the guest for choosing our hotel, repeaters for coming back again, etc.. Safety box 17File registration card: Registration: the guest will be required to complete a form of registration giving details of name, address, length of stay and date of departure, together with any other details which may be required by either the establishment or the law of the land. The information given on the form of registration is vital to the business, therefore the details whether written or typed must be legible to all concerned. It is customary for there to be a code used to indicate the type of the room. After finishing the check in procedures the registration card should be filled on guest profile in the computer The shift leader should recheck the above steps carefully at the end of the shift The registration card normally is having two copies, the soft will be handed over to the bell captain & the hard will be in a special drawer to be checked by the night shift and then to be filed. Registration cards are then filed in the right folio rack of the room until the check out date, we may refer to the registration card to check any of the information like the birthday or the signature. Proper filing is a save of time and work loads upon the front office operation.