Front Office Operation-DHM 2nd Semester

Penalty Charges:These are incorporated in the case of negotiated contracts with airlines, associations, corporatehouses. The clauses may permit charging one night stay to the agency for a no show.Corporate: this is a contractual agreement between corporation/ company.Allotment: Allotment is a set of rooms booked for a particular period of time for a company orgroup. This type of reservation is made for training courses, conferences or conventions andprivate parties. Allotments group are controlled by: Group coordinator, reservation manager.Miscellaneous charge vouchers:These are issued by travel agencies to guests who pay the room charge to the travel agent. Theguests the MCO at the time of check-in who recovers the room charges from the travel agent later.ii. Non-guaranteed reservationsThis reservation is neither there is any legal process of confirming the room nor is any paymentfor the advance deposit made. When the reservation is conformed under the non-guaranteedreservation, the hotel agrees to hold a room until the cancellation hour 6 p.m. on the day of arrival.After the cancellation hour, the room is released and the reservation guest automatically cancelled.4.4 Modes of reservationRequest for reservation may come by various modesa. Letters: It is a very cheap of reservation. There is a proof for the reservation made and thosehelps for documentation purpose. A written confirmation has to be sent to confirm reservation.b. Telex: It is not descriptive and is expensive. Immediate confirmation is possible.c. Telegram: It is very precious and not descriptive. It is expensive. It acts as a proof for thereservation.d. Cables: Cables is also one of the modes of reservatione. Telephones: The hotel can receive reservation through telephonesf. Persons: Individuals are also act as a mode of reservationg. E-Mail/Internet (Computer): With the fast advancement of the internet in the world, todaymost of the hotels allow reservation online on internet through their website. Even reservationssent on E-mail are accepted. 41

h. CRS (Central Reservation System: There are many private service providers providing CRSservices thus allowing direct reservation access to travel agents, clients or instant basis throughtheir own networks. All hotels have their own CRS system.4.5 Sources of reservationGuest reservation in hotel is done through many sources. The term \"source\" means an individualor group or company In which takes service from hotel and in reply pay for it. Large hotelsreservation agents handle guest reservations. In small or mid-range hotels a front desk agent hasto perform guest reservation activities.Different sources of reservations are:  Global Distribution System (GDS)  Tour Operators  Travel Agents  Airlines  Corporate Houses  Embassies and ConsulatesGlobal Distribution System (GDS)Global Distribution System (GDS) Global distribution system is a network of sources that bringproducts and services geographically available to the consumers from anywhere in the world.Some featured examples of global distribution are Sabre computer system, Amadeus computersystem, Galileo central Reservations Systems, World span etc. From anywhere of the world thetraveler can make reservation to those hotels that have computerized network system.Tour operatorsTour operators sell package tour programs in large number all over the world. Tour operators arewhole sellers who deal with hotels, surface transporters, airlines, cruise ships, tourist offices andso on. Tour operators cooperate with hotels or airlines in order to include their service in theirpackage tour.Travel AgentsTravel agents are the retailers who receive commission from the tour operator for selling their tourpackages. Travel agents do many promotional activities for selling this travel package. Travelagents are generally located in the prime location which is convenient place for the traveler toattract the guests.Airlines: 42

Airlines business is very popular among hotels. Airlines crews generally stay for short time andhotel always has to give discount on their stay.Corporate HousesCorporate houses have to deal with many clients and they also have to arrange company trainingprograms and meetings. They contact with a hotel for these purposes. By dealing with the corporatehouse the hotel can get many guests for their hotel and can enhance their business.Embassies and ConsulatesEmbassies and Consulates Diplomatic officials travel throughout the whole year and stay in thehotel. They have to contact with embassy and consulates which is a very good source of businessfor the hotels. Other sources are  Companies and business houses.  NGO /INGOs  Universities and educational institutions  Government offices  U.N office  Chain hotels  International banks. 43

4.6 Reservation processing steps4.7 Factors affecting reservationIt is very important to ascertain the volume of business accepted on the basis of forecasting. Eventhe hotel believes in overbooking, the percentage of overbooking is determined through anexperienced calculation. However, the factors effecting the reservation forecasting are:  Reservation Revision and Cancellation.Often a guest may change his/her programmed visit and may request for the revision orcancellation of the reservation. The following steps should be followed up during the revision orcancellation of reservation: 1. Take down the necessary details in the reservation revision/cancellation from. 2. Update the reservation chart by removing the room allocation made from the earlier dates. Allocate the rooms on the new dates in case of revision. 3. Remove the reservation slip from the reservation rack. in case of revision, make the new reservation slip in two copies. Attach one with the reservation revision/cancellation form and keep another copy in the reservation rack in alphabetical order.  Walk-In Guest.The guest who arrives in the hotel without pre-information a reservation is termed as walk-in guest.This may happen because of the goodwill of the hotel or any emergency of the guest. The guestdirectly contact to the reception and ask for the room. A walk-in generates extra increase in therevenue of the hotel.In case of walk-in guest in a hotel the receptionist should be more alert and careful. When suchguest asked for the room, first of all the availability of the room is checked. In case ofavailability,the personal details of the guest are checked first. He/she is provided with a room 44

asking for the deposit amount of money. If the guest is found drunk, mentally hazard ormisbehaved, he/she may be refused to provide an accommodation in spite of the availability of therooms. Various alternatives can be given to the guest if the hotel is not able to provide anaccommodation because of the full occupancy of the room. Alternatives can be given in variousforms like changes in date, changes in the type of room, referring the guest to the near by hotelwith same standard etc.  No-Show Guest.No-show refers to such types of guest who make the confirmed reservation but doesn't arrived inthe hotel at the time of arrival date without informing to the hotel. Because of the confirmedreservation, the hotel holds the reservation request till the arrival date to the guest. When the guestdoesn't contact or cancel the reservation with in the time prior to the arrival date, such situationaffects the reservation system in a negative way. In case of no-show guest, the confirmation chargeis returned back to the guest by the hotel after deducting the service charge. But if no-show happendue to political issues, flight delay or cancellation, environmental disturbance, strike etc. the totalconfirmation charge is refunded to the guest.  Overbooking of the Rooms.This situation takes place when there are more numbers of reservation request than the totalnumbers of saleable rooms in the hotel. Overbooking is a normal practice in a large hotel.Generally non-confirmed reservation request are overbooked because there is no guarantee thatthe guest will arrive in the hotel and there are always chances of cancellation at the last minute.Experienced reservation assistant will determine the level of occupancy and takes the overbookingaccordingly. In case of overbooking of the rooms, the guest will guaranteed reservation may haveto be transferred to another hotel of the same standard. all the extra cost like transportation,differences in room rate, informing the relatives or the parents of the guest about the changes inthe accommodation of the guest, delivery of guest mails and messages to the new hotel etc shouldbe borne by the hotel. This may cause the loss in the hotels profit and the business established withthe agencies or any other sources may be affected.  Reservation Confirmation.It assures the guest that the hotel will hold a reservation request until the arrival date of the guest.It may done be done by the phone, fax, E-mail, letter etc. but should be in written form. It is a legalpiece of document indicating the acceptance of the request made. The hotel normally forwards aletter in the name of the guest indicating the confirmation number. The guest confirms thereservation by paying the confirmation charge. If the guest doesn't confirm the reservation with inthe specified period of time, the room is released and sold to another guest. Guest are often askedto produce the confirmation letter at the time of registration. Confirmation of reservation helpshotel to generate some revenue.  Overstay and Under Stay Guest.If a guest stays in a hotel more than his/her departure date, he/she is termed as overstay guest andwhen a guest check out earlier than his/her departure date, he/she is termed as under stay guest.These situation also affect the normal operation of the reservation system. 45

4.8 Reservation correspondenceGuest correspondence provides important information the guest needs, as well as an incredibleopportunity for you to create a lasting, positive impression on each guest. Here are seven simpleways that you can provide incredible guest service, just using normal correspondence channels.1. First impressions count — Brand your confirmation email with evocative images, not just yourlogo. The confirmation email sets the tone for the entire guest experience. This is an excellentopportunity to welcome the guest and demonstrate your commitment to hospitality.2. Personalize every detail — even the little details. Your guests will see that this correspondenceis tailored to their stay and be more engaged with your hotel and your brand.3. Help them find their way — Your guests shouldn’t have to hunt for directions to your hotel.Embed a map or explicit directions to your property or link to your website that has detaileddirections. If there are major issues with one of the major mapping services, describe the properroute or adjustments very clearly.4. Offer inside information — Provide links to nearby attractions, restaurants and spas. Guestsmay be curious about your amenities such as workout facilities and pools and confirmation emailsand pre-arrival emails are the perfect channel to share that information.5. Stay at the top of their inbox – Send an email a week before their reservation to remind theguest of their upcoming stay and to prompt them to make any additional dining or spa reservations.If you have a concierge, provide their contact information for any pre-arrival assistance.6. Don’t get lost — The day before guest arrival, send an email with updated weather and travelinformation.7. Make a lasting impression — Send a follow-up email with every checkout. Include a copy ofthe guest folio and a link to the satisfaction survey. Always monitor all responses so that you canattend to any service discrepancies as well as thank guests for positive comments and encouragerepeat business. 46

A. reservation Inquire letterHotel ABCKathmandu, NepalMr. XyzRoom division managerGrand hotelKathmandu. Nepal Subject: Inquiry for reservationDear xyzYour hotel had been recommended to be my friend of mine, mr.safal who is a regular visitor ofyour hotel. Would you please send me details of your hotel facilities and let me know if you havevacancies during July 2016.We would need one double room facing the swimming pool.We are couple with one child who is10 years old. Do you have any special package for family/children? We would probably spend atwo week of our vacation in your hotel. So please arrange reservation from 2nd July to 10 July2016.I hope you will inform me at your earliest. Thank you. 47

A. Reservation confirmation letter Hotel AbC Pokhara, Nepal Mr. Anmol shrestha Sales Manager Yeti air pvt. Ltd. Kathmandu, Nepal Subject: Confirmation of reservation Dear Sir, With the reference to your letter dated 12 Th June. 2016. We are glad to offer rooms according to your r@125$ per night on MAP for four nights effective from 1st July to 4th july.2016 inclusive of taxes. Your reservation confirmation number is o1234567. Hotel Grand takes pleasure to see our guest and will be available of all the facilities provided to the best of our standards. Yours sincerely ………………………… Room Division Manager 48

Unit 5: Guest RegistrationRegistration is mandatory for the entire guests who stay in the hotel. The process may differ fromhotel to hotel; however, it is simplified for individual hotel convenience. Once if the system getconfused, the processes will become tough to handle. The jargons may vary from hotel to hotel,beside the procedures followed one after another. The proper communication and the coordinationamong the staff members in the Front office will be the major role to operate the registrationprocess more simple.Major functions:  To satisfy the legislation relation to the registration of the guest in hotel.  To provide a record of a guests from which information is obtained for another reception records and other departments of hotel.The act of registration may be done by two methods:  By the use of registration cards, as adopted by large hotels.  By the use of registration register, used by small hotels.\"C\" formIn case of foreigners in the hotel a \"C\" form should be maintained which will act as a record offoreigners in the hotel. A single copy of the \"C form\" is sent to the local police, FRRO {Foreignerregional registration office} to the concerned place and third copy remains with the hotel.Now a day’s hotel includes all the details about foreigner guest within the registration card.Purpose of registration  To record guest arrival.  Conform their personal details as well as to satisfy legal requirements.  All guests coming to stay in the hotel must compulsorily be registered, and obligatory by law.5.1 Importance of registration, different forms formats used for registration  It is a legal proof or piece of document to the guest of his her presence in the hotel.  It helps the government to monitor the country by the public authority  Guest's registration is government rule and is compulsory for all hotels to maintain the registration form.  In case of any emergency like death, sick or accident of the guest, the hotel can be able to contact the relatives. 49

 It helps to contact the guests after the departure in case of skipper, lost and found.Different forms formats used for registration A. Hard- Bound book: Hard bound books are normally used by small hotels. IN such a book, all the pages are bound into a thick book and it can be used for a long time. It is a big bound book. Guest on arrival fills his details in a line and sign in this book.  All the records for the duration are available in a single book.  Wastage of paper is minimal.  No filling is required. The disadvantages of this book:  Only one guest can register at time.  Privacy of guests cannot be maintained.  Pre-registration is not possible.  Registration of group will take more time.  The book is bulky and dirty. B. Loose leaf registration: In this system a separate loos leaf is used for each day instead of a consolidated /bound register. To some extent the confidentiality of guest information can be maintained. It is mostly suitable for medium sized hotels.  It can be easily misplaced, if the desk clerks are careless.  In some cases single sheet may not be sufficient.  Filling also becomes a problem.  Only one guest can register at a time. C. Individual registration card : In this system, a separate card is used for each guest. The card may be designed so as to serve various purposes. It may be made in duplicate or triplicate with the help of carbon papers so that one copy can be sent to govt. departments and the other retained by the hotel.  The size of the card is small and quite handy.  They may also be used to serve as a guest history card.  Complete privacy of the guest is maintained.  Many guests can be registered in the rush hours at the same time. 50

5.2 Registration processIn the process registration the guest’s details like name address, nationality, arrival date, departuredate, time of arrival, time of departure are recorded.Pre-registration activity:The receptionist becomes very busy during the check –in hours. The receptionist should ensurethat newly arrived guests are greeted and should follow the speedy registration procedure. The bestway is to preprint all the guest details on a registration card prior to the arrival of the guests, byreferring the reservation details all the guest then have to check that the details are correct and thensign the card and receive the room keys. Generally pre-registration activity is done for group’s adconference delegates.Creating the registration records:The second step in registration procedure is to create the following details of the guest e.g.:  Guest name, address and company name.  Date and time of arrival and departure.  Type of room, rate, number, plan and pax.  Passport details.  Mode of payment.  Travel details.  Guest signature.Room assignment and room rate:The process of assigning the rooms and room rates differs with the different categories of guests.room assignment to the guest with pre reservation is simple than in case of walking in guest.Theprocess of registration immediately occurs in case of guest with a reservation but in case of walkin guest, the receptionist must first check the room availability before registering the guest.Checking the method of paymentWhen a guest makes a reservation, his/ her intend method of payment is recorded. Mode ofpayment may already be discussed with guests in case the guest is on reservation. However it isimportant to confirm the method of payment at the time of guest’s arrival. Hotel can know inadvance if the guest needs to make special arrangement.e.g cheque, cr card and bill etc. 51

Issuing the key and escorting the guestThe next step is to issue the room key to the guest, after the completion of registration process andescorting the guest to the respective rooms with the help of bellboys. A key card serves as a proofof the guest’s identity to the hotel staff. Key card is necessary when the guest wants to collect his/ her key from the reception.5.3 Guest check in procedure in manual and automated hotels This is a process of guest registration at the front office reception counter which mostly occurs from afternoon till late evening. This is the begins when the front office personnel extend a sincere welcome to the guest. There are various necessary formalities to be done when the guest arrives.Steps 1 - Receiving and registrationReceiving the guest:  Receive the guest in front of the house  Welcome the guest  Bring the luggage into the lobby.  Escort the guest up to reception desk.  Address with the appropriate surname, if known. Register the guest:  Complete the registration card  Verify the information on the registration against the reservation ensuring accuracy of name, date and mode of payment.  Stamp check–in time on the registration card.  Carry out the final check of the registration card for guest signature.  Discuss room preference with guest as per the availability.Step-2 Allocation of the room  Block or code the room as sold.  Prepare key card of related room no.by entering the arrival and departure date .  Give the room key to either the guest or bell boy.  Record guest arrival on daily arrival list.Step-3 Secure advance payment  Issue a receipt for cash and record the payment in the guest’s ledger.  Accept credit card and evaluate for its credit limit and availability  Get the imprint of the card and obtain guest signature. 52

Step-4 Information service  Acknowledge the guest about the hotel’s activities, facilities and services with direction and location.  Enquire if the guest requires a wake-up call. If so record it correctly.Step-5 complete the check-in formalities  The bell boy should escort the guest up to the allocated room.  Inform other departments and sections about the guest arrival by arrival notification slip.Step-6 Open the guest folio  Open the guest bill or folio.  Record the key information for billing purpose {room rate , no. of nights, departure date and mode of payment.}  Fill the bill in the guest folio box together with the completed registration card.Or Basic check –in process /arrival process Step 1: When a guest arrives, the doorman buzzes the Bell Captain Desk for a bell Boy. Step 2: The bell boy should wish the guest and collect his baggage and bring it into the lobby via the baggage entrance and place baggage at the bell desk which is located normally opposite the Reception counter. The bell boy should wait for the guest to register at the front office. If the hotel has tags to identify baggage these should be attached to the baggage. Inform scanty baggage to the lobby manager or front office Step 3: The Information counter at the front office will indicate that the guest has been allotted a room by handing over the errand card which mentions the room number. The room key is also handed over with the errand card. Bring to the guest's attention any baggage damaged to protect the hotel from blame. Step 4: Lead the guest to his room along his baggage. Some hotels have separate baggage elevators. Step 5: The bell boy should open the door of the guestroom and let the guest enter first. After positioning the baggage at the allotted rack in the room, the guest must be told where the floor-lights ate located, channel music, air-conditioning / central heating thermostat control internal locking system, etc., are located., Step 6: Offer any other help and if not required, wish the guest a pleasant stay. Do not solicit for tips. Step 7: Report back to the bell desk. Note: A hotel may have different coloured errand cards for arrival and departure of guests. 53

Group, VIP, and CIP check-in • Rooms are already blocked for the group. • Tag to identify baggage should be attached to the baggage and room no. • Registration card may be distributed through the group leader. • Welcome drinks should be provided before the room assignment to VIP. • VIPS should be received by the front office manager or G.M Rooms are already blocked for the group. • Tag to identify baggage should be attached to the baggage and room no. • Registration card may be distributed through the group leader. • Welcome drinks should be provided before the room assignment to VIP. • VIPS should be received by the front office manager or G.M5.4 System used for registrationA.Manual system:This system is used by small hotels. In this system, all the documents including the guest folio,arrival notification slip, C form (to be filled in by foreigners) are prepared and distributedmanually. The accuracy shall depend upon the guest’s legible and accurate completion of the cardB.Semi- automatic system:All those hotels which do not operate on computer and are either medium or large in size use thismethod. Office machinery such as typewriter and various clerical equipment’s, racks and fillingrack etc used in this method.C.Automatic system:Automatic system use computers. They are very efficient, accurate and fast. It helps in smooth andspeed check-in and the guest can simply sign in the registration documents generated by thecomputer.Express check-in system:In some fully automated hotels the arriving guest can register himself through self –registrationterminals located in the lobby. To facilitate speed registration process, these registration terminalsof the hotel may also be located in airports, international bus terminals and car rental agencies.5.4 Front office accountingAccounting may be defined as the process of collecting, recording, summarizing, and analyzingfinancial transactions of a business. In hotels, the front desk cashier maintains the guest’s accountsand ensures the settlement of the same.  To create and maintain an accurate accounting record for each guest/ non-guest account. 54

 To track financial transactions throughout the guest cycle.  To ensure internal control over cash & non-cash transactions.  To record settlement for all goods & services provided.  To monitoring the credit limit of guests.  To preparing a high balance report for collection.  To providing an efficient management information system to the management for departmental revenue generation.5.5 Front office accounting cycleFront office accounting system is to maintain an accurate and up to date record of all the financialtransactions (credit and debit) between the hotel and each guest, so that all the outstanding accountsare settled. And hotel does not lose any revenue.1. Creation of accounts:  At the time of reservation, if the guest makes an advance payment.  At the time the hotel receives the advance payment after reservation and before the guest arrival  At the time of registration, when a room is allotted and an advance payment is received.2. Maintenance of account:  Keeping track of and recording all financial transactions during the stay of guest.  It includes all charge purchases and the use of chargeable services offered by the hotel  An entry in the guest folio may be either debit or creditThe most common debit entries  Room charges  Food and beverages charges  Telephone  Health center  Laundry  Postage chargesCredit entries  Pre-payment, in full or in part  Part payment during the stay  Allowances given to the guest  Adjustments made in case of any error in posting in the guest folio.  Final payment for the settlement of accounts at the time of check- out. 55

3. Settlement of accountPreparing and presenting the final bill and collecting the payment from the guest.The settlementof account means zeroing the balance in a guest folio. The formula for calculating the outstandingbalance is: Opening balance + Debit entries = Outstanding amountAt the time of departure, the final bill of the guest is prepared and settled in such a way that theoutstanding balance is brought to zero.5.6 Types of guest accountsa. Guest account: A guest account is the record of financial transactions between and a residentguest and the hotel .This account is created either during the registration of the guest at the time ofcheck –in or during the registration, if the guest makes an advance payment. The front officecreates an individual folio for each guest for maintaining a record of all the financial transactionsthat take place during the stay of the guest. On the basis of a guest’s folio, the final bill is preparedand presented to the guest for collection.b. Non –guest account: Between a non-guest and the hotel. Also called as House accounts/ Cityaccounts. Accounts of guests failing to settle their bills on departure are also included in this(besides those of non-residents like companies, agencies, groups or individuals with creditprivileges) Collection & billing is the responsibility of Accounts Department! Credit (Control)Department. Billed on monthly basis.VoucherA voucher details the transactions to be posted to a front office account.it lists the detailedtransaction information gathered at the source of transaction, such as any F & B outlet, gift shop.This is required to present supporting documents of all the financial transactions recorded in theguest folio. A voucher which entitles the bearer to certain goods, services. For every purchase, thepoint of sale presents the bill to the guest, receives cash from the guest, and gives a cash receipt tothe guest.Types of vouchers  Visitors paid out  Cash receipt  Travel agent  Miscellaneous charge  Telephone charge  Commission  Guest allowances  Restaurant /bar check 56

Visitors paid out: The money paid by the hotel on behalf of guests is known as visitors paid out(VOP)  Payment for vehicles, travel agency services  Porter charges  Florist charges  Postages  Emergency medical expensesCash receipt: A receipt is an acknowledgment that a payment has been made. A cash receiptvoucher is prepared and issued to the person depositing cash as a proof of remittance of the depositcash.Travel agent voucher:Most tour operators and travel agencies receive advance payment from their clients for makingtravel arrangements like accommodation, food and beverage and other services. The travel agencythen makes the reservation in a hotel on behalf of the guest. It sends a voucher, known as a travelagent voucher, containing the details of the billing procedure and services to be provided to theguest.Miscellaneous charge:A miscellaneous charge voucher is prepared for the payment of miscellaneous services andfacilities, like laundry, health club, fitness center; beauty salon etc. The guest verifies and signsthe miscellaneous charge voucher, which is sent to the front desk cashier for posting the chargesinto the guest folio.Telephone charge:Nowadays a lot of hotels uses computerize systems where, whenever a guest makes a call, theaccounting module automatically transfers the call charges to the guest folio.Commission:Hotel offer commission to persons who provide regular business to them. Whenever a commissionis paid by the cashier a commission voucher is made. The commission voucher should be madeauthorized by a competent authority of the hotel  A taxi driver who brings a walk-in guest to the hotel.  A travel agents operator working on commission basis.  Any agency working on a commission basis. 57

Guest allowances:An allowance is an amount deducted from an invoice to compensate the buyer for an expense ormistake. The guest allowance is the cash paid to the guest by the hotel.  If there is a wrong posting of charge in the guest folio.  If a guest has deposited a large sum as advance.  If an airline or tour operator sends crew or a groupRestaurant/ bar check:Resident guests may enjoy their meals in any of the food and beverage outlets in a hotel. Whenevera guest consumes food and beverage in a restaurant, bill is raised, in case a resident guest wishesto utilize the credit facility offered by the hotel, he should sign the bill.Guest folioThe front desk cashier transfers the financial transactions that are recorded in the vouchers toindividual guest records or the concerned account folio. A folio is a written record of a guest’saccounts and is created at the time of starting a book of account in the name of a guest. It is astatement of all the transactions that take place between a hotel and a guest.Type of folio a. Guest Folio- accounts assigned to individual persons or guest rooms. A guest folio is created for each guest as soon as the financial transaction takes place between the hotel and the guest. Generally, a folio is created at the time of the guest registration. b. Master Folio- for more than one person/ guestroom. Usually for Group Accounts. In small hotels, a master folio contains the record of all the guests staying in the hotel. c. Non-guest / city or Semi-permanent Folio: for non-guest businesses/ agencies with charge purchase privileges. A hotel may offer credit facility to local businessmen to attract additional business for the hotel. A city folio is created for credit services, like the use of club facilities, fitness center, health club, sport facilities etc,offered to guest who are not staying at the hotel.d. Employee Folio:. An employee folio contains the credit transaction between a hotel and itsemployees. This folio is created and maintained for employees to to whom the hotel has permittedcredit charge purchases. The amount is later collected from the employees.Ledger:A ledger is a collection of the same type of accounts. The front office ledger has a collection offolios. There are normally two ledgers maintained by the front office. One of them designated a 58

guest ledger, content all the folio entry of resident guest, the contents the folio entry of non-residentguest accounts.Guest ledger:The set of guest accounts that correspond to registered hotel guests. Also called as TransientLedger or Rooms Ledger or Front Office Ledger. It is types of a ledger that has account of all theguest residing in a hotel. After the registration process of the guest is over, a guest folio is openedon his /her name to record all the purchases which he /she is making from the hotel. Guest mayalso pay against their outstanding balance at any time during the occupancy.Non-Guest Ledger or City ledger:It is the collection of non-guest accounts. It includes all non-cash settlements, skipper accounts,disputed bills & non-guest functions. If a guest account is not settled in full by cash payment atcheck out the guest’s folio balance is transfer from the guest ledger if the city ledger in theaccounting division for collection. 59

Unit: 6 Guest Check Out and Settlement6. IntroductionCheck –out of the guest refers to the process of the departure or going out leaving the hotel afterhandling the key and the payment at the front desk. The checkout procedure mostly occurs fromearly morning till the midafternoon. One of the last contacts the guest has with the hotel is thecheck-out procedure. It is also most probably the last chance for the guest to interact face to facewith hotel staff.6.1 Guest Departure Procedure  Greet the guest and confirm guest details (name, pax, room no.)  Check if late check-out (yes) ------ Check for late charges  Produce master and guest folio for guest inspection  Settle account and receive payment  Authorization from desk clerks  Take the luggage out and load it  Wish the guest  Report the bell desk OrBasic check out process • Greet the guest with smile. • The bell desk will received a phone call from the guest about the intension to check out. • Check for late check out if so then the late charges should be levied. • Bell boy then proceeds to the guest rooms and knocks the door announcing bell boy. • Look around the room for any guest article left and damaged hotel property. Missing amenities. • Switch off the lights and A.C • Collect the room key and depart from the room letting the guests to lead the way. • Place the baggage at the bell desk and handover the room key to information counter and errand card to the front F/O cashier/ reception, wait for the guest to pay the bill. • Inform the front desk clerks about the missing of the amenities and damaged property if any the guest and collect the entire guest luggage. • The bell boy then receives an authorization from the receptionist after receiving the room key and from the front officer cashier after the bill is paid by the guest. • The bell boy takes out the luggage from the bell desk and loads it to the waiting vehicle. • Finally, bell boy wishes the guests and report back to the bell desk and hands over the errand card with the authorized signature. 60

6.2 Group and VIP/CIP check out:For groups and VIP/CIP Special attention guest Group leader is the person responsible for checkout. VIP/CIP are welcomed and received by the guest relation executive, front office manager andother executives of the hotel. Special arrangements are made for the reception. Guest relationexecutive plays important role for check in or check out. Check and list room no. with the time ofcheck out. Ensure that all outstanding charges. Ensure that the guest or group leader signs the bill.Ensure that extra bills are paid by the guest directly to the hotel. Ensure that the all the luggage areremoved from the room and placed in lobby. Check that the transport facility.OrGroup and VIP/CIP check outThe followings are the general procedure  For groups and VIP/CIP Special attention guest  Group leader is the person responsible for check out.  VIP/CIP are welcomed and received by the guest relation executive, front office manager and other executives of the hotel.  Special arrangements are made for the reception.  Guest relation executive plays important role for check in or check out.  Check and list room no. with the time of check out.  Ensure that all outstanding charges.  Ensure that the guest or group leader signs the bill.  Ensure that extra bills are paid by the guest directly to the hotel.  Ensure that the all the luggage are removed from the room and placed in lobby.  Check that the transport facility.6.3 Mode of paymentThe mode of payment refers to the various methods of payment by which the guest can pay his/herbills in the hotel. Whenever guests check into a hotel, he/she has to make clear about the mode ofpayment at the time of registration. When the guest check-out of the hotel, they pay the bills bycash or credit card. The different methods of payment of bills are:-Cash: Cash is the simple mode of payment. There are two types of cash and they are localcash and foreign cash. Front Office Cashier plays the central role of cashier. During departure timethe due amount are settled. We should follow government rules while collecting the foreigncurrency. Receptionist should follow the government rules and should inform front office managerand lobby manager if the customer wants to pay by its local currency of abroad country. Whilecollecting the cash, receptionist should identify the guest and its room number. Four copies of cashbill are maintained. 61

Company account: Company account is the agreement between the hotel and the company. Hotelhas provided all the room rates to the company and if the company wants to send the person fromcompany than the company should pay the money in credit. During departure time customer shouldsign in the bill and the first copy is sent to the company. This kind of account arrangementencourages regular business from executive corporate houses.Traveller cheque: Traveller cheque is issued by bank. It is not applicable into own countries. Itis valid under the travel of different countries. Traveller cheque was discovered by Thomas Cook.Before receiving the travel cheque, we should verify the customer name and sign from the passportand tally it with traveller cheque.The customer’s travellers’ cheques in his / her own country beforecommencing his/ her journey. These may be in any international currency the customer requires.The traveller’s cheques are signed twice. It is signed for the first time at the time of purchase andserial numbers are noted by the issuing bank. While using travellers cheque for payment, the ownerwill sign and date each cheque. The cashier should carefully watch the second signature of theguest on cheque at the counter, and tally the signature and photograph against the passport andidentity card. All traveller’s cheques should be converted into local currency at the current day’sexchange rate.Credit Card: Credit card was established in 1930 by Thomas Cook but it was financially usedfrom 1950. This is also an agreement between hotel and bank. Credit card is a plastic card. Threecopies are maintained by different colors. First copy is provided to the guest, second copy to thebank and third copy is kept by the bank. It authorizes the owner to charge goods or services to his/her account. It is used to purchase goods, accommodation or to pay for services. In hotels andother service establishments large bills are often settled by credit cards.it is usually allows higherlimits than personal cheques.Some credit cards are: Visa card, master card, American express etc.Others such as diner’s club, city bank, Euro card etc.Voucher: Voucher is an important mode of payment. Vouchers are maintained in printed formand are issued by travel agency or other sources. Vouchers are special document generally inprinted form.it is issued by travel agents and airlines stating the required services to be providedby the hotel. It is indicates that the guest has pre-paid to the travel agency or the concernedcompany guarantees the payment of bill for accommodation and services of the particular guest.6.4 Foreign currency exchangeThe tourism industry in any country is a prime source for the generation of foreign exchange.Governments would, therefore like to keep a close tab on the flow of foreign currency. Theyinstitute a strict system of checks and records which extend to hotels as well.  Accepting foreign currency  Request the guest for his /her passport details  Conform that the guest is a resident of the hotel by asking for his room no.  Check the foreign exchange is accepted and normally transactions are done for dollars. 62

 Receive the cash or traveller’s cheques.  Calculate the total amount of local currency.  The exchange rate displayed at the visible place.  Fill the details in the foreign exchange encashment certificate.  Request the guest to sign the voucher or traveller’s cheques or foreign exchange encashment certificate.  Attach the second copy of the foreign currency notes.  Leave the third copy of the certificate in the certificate book.  Fill the details in the records of foreign currency transactions.6.5 Potential Checkout problems and solutionsi. Late check outWhen guest request for check out is received from a guest, the front office staff should firstdetermines whether a late checkout charges is to be added to the guest account. Most hotels havea stated check out time at which departing guests must vacate their rooms .The information shouldbe written on the key card as well as stated in the information folder in the hotel guest room. Ifguest do not vacate their rooms by the checkout time, a late checkout charged may be imposed. Toavoid misunderstanding between guests and the hotel, guests are often asked about their expecteddeparture time at check in and they should be informed of the extra charge which could be chargedfor late check – out.How to Get Late Check-Out at a HotelCheck-in and check-out times at hotels are designed to keep business on schedule, allowing timefor chambermaids to clean rooms and revenue managers to maintain a well-regulated stream ofbodies in and out of beds.Why You May Need Late Check-Out:Although timely check-out is convenient for the people who operate the hotel, it may not be foryou. When standard check-out is 11 am (it may be later or earlier in places), there are many reasonswhy you might need to hold onto your room beyond that time.Among them: • You didn't check in till late at night and you're exhausted. • Your flight is scheduled to leave late in the day or evening. • Your flight's been delayed or cancelled. • Other transportation won't arrive for you till late • You won't be able to get back to your hotel till after check-out time. • Someone is feeling ill. • It's your honeymoon or a romantic trip and you'd like to enjoy the surroundings a bit longer. 63

ii. Long Queues at the CashierExpress check outGuests may encounter line at front desk when checking out during the peak hours (e.g., between7.30 and 9.30 am). To ease front desk volume, some FO initiate check out activity before the guestis actually ready to leave. A common pre departure activity involves producing and distributingguest folios to guests expected to check out. FO, HK or Security staff can quietly slip the folio intothe guestroom, while they go for their rounds. By completing such a form, guest authorizes thefront office to transfer his or her outstanding folio to the credit card voucher created duringregistration. Procedure for express check-out: The receptionist should inform the guest about theexpress check out facility in the hotel If the guest wishes to use this facility obtain his card duringcheck in Take the impression of the card on a charge slip and on the express check out slip.The charge slip is signed by the guest. One copy of the express check out slip is given to the guest.Explain to the guest that he needs to wrap his room key in the copy and drop it in the express checkout drop box located in the lobby at the time of his departure. Attach a copy of the charge slip andexpress check out sip to the registration card the lobby manager/duty manager files his copy ofexpress check out slip as per the check-out date. A day prior to the guests check out the copy ofthe guest bill is sent to the room with an ECO sticker attached An ECO rooms list should be printedevery morning which is necessary for monitoring the entire system. The second copy of this list isgiven to the bell desk. This system is available only for credit card paying guests and is a facilitygiven to those guests who avoid going physically to the cashier’s desk at the time of check out forconsiderable time saving.iii. Self-check outIn some hotels guests can check themselves out of the hotel by accessing self-check out terminalsin the lobby or in room system interfaced with front office computer intended to reduce check outtime and front desk traffic. Some resemble automatic bank teller machines while others possessvideo and audio capability. Credit card has to be used (number or magnetic strip). Check out iscomplete when the guest’s balance is transferred to a credit card account and an itemized accountstatement is printed and dispersed to the guest. This system sends an updated room status to frontoffice computer. In room folio review and check out usually relies on an in room television orguestroom telephone access via an in room TV. Guests can pick up a printed folio at the front deskon his way out. In room self-check out automatically updates room status and creates Guest Historyrecords. Another advantage is guests can look at their folios at any time during their stay.6.7 Improper posting of chargesThere are occasion when a guest financial transaction are not properly posted in the guest folioand the final bill is in accurate. This might be due to human error or system error. The front deskis flooded with check out request at pick check out times and the cashier might make somemistakes in the posting of charges. This could lead to a dispute with the guest and delay other guest 64

in the queue. The whole experience can be quite damaging for the hotel. To avoid this, hotel shouldinstall guest accounting systems which are more accurate and faster, leading to higher guestsatisfaction.6.8 Role of Bell desk while checking out the guestDuring checkout a luggage out passes has to be obtained from the cashier stating that the guest hassettled his account and returned the room key. Once this is received a departure errand card ismade and filled out by the bell boy and will got to the guest room to bring down the luggage. Thebell captain will also make an entry regarding this in the bell captain’s control sheet.On reaching the guest room the bell boy will announce himself, knock on the door enter the roomon gaining permission. The bellboy will also ensure the following: 1. Collect room keys from the guest 2. Check the room for any possible damage to the property. 3. Draws the curtains, locks the balcony. 4. Checks bathroom and fittings. 5. The guest is escorted by him to the front desk 6. He puts a “room to be cleaned tag” card on the door after switching of the lights and air conditioner.The departure room is then inspected by a housekeeping supervisor/ Room attendant to ensure thatnothing is left behind by the guest. The housekeeping/ in room dining department will also checkthe minibar for anything consumed by the guest to be charged to the bill. At the lobby the bell boywill: Keep the guest’s luggage at the bell desk Put hotel stickers and mark the luggage with “D”indicating departure luggage. Collect the luggage out clearance slip from the reception and loadsthe luggage in the car/taxi. Return the errand card to the bell captain which will then be enteredonto the bell captain’s control sheet. 65

Unit 7: Night Auditing.7.1 Introduction and importance of night auditingSince hotels operate 24 hours a day, seven days a week, the front office must regularly review andverily the accuracy and completeness of guest and non-guest accounting records. A front officeaudit process is intended to fulfill this need.The audit is a daily review of guest account transactions recorded the front desk against revenuecenter transactions. This routine helps guarantee the accuracy, reliability, and thoroughness offront office accounting. The front office audit also includes active non-guest accounts. Asuccessful audit will result in balanced guest and no guest accounts, accurate account statements,appropriate account credit monitoring, and timely reports to management. An effective audit alsoincreases the likelihood of correct account settlement.Importance of the Night Audit The night audit is the control process whereby the financial activity of guests’ accounts is maintained and balanced. This process tracks charges and payments (debits and credits) and the departmental receipts and charges on a daily basis. This working definition en- compasses not only the mechanical proofing of totals of charges and payments but the further review of account activity by management. The front office manager will be able to monitor the credit activity of guests, project daily cash flow from room sales, and monitor projected and actual sales for the various departments. Learning the process of the night audit can provide valuable information for someone who plans to continue in the hotel industry. It will also provide the necessary objective overview to evaluate the hotel’s financial activity7.2 Duties and responsibilities of night auditorsJOB DESCRIPTION: NIGHT AUDITORREPORTS TO: Front Office Manager or Accounting departmentPOSITION SUMMARY:Checks front office accounting records for accuracy and, on a daily basis, summarizes andcompiles information for the hotel's financial records. Tracks room revenue, occupancypercentages, and other front office operating statistics.Prepares a summary of cash, check, and credit card activities, reflecting the hotel's financialperformance for the day. Posts room charges and room taxes to guest accounts including guesttransactions not posted during the day by the front office cashier.NIGHT AUDITOR DUTIES AND RESPONSIBILITIES:  Posts room charges and taxes to guest accounts.  Processes guest charges voucher and credit card vouchers. 66

 Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.  Transfer charges and deposits to master accounts.  Checks to see that all charges are assigned to the appropriate departments.  To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system.  To Verify that all charges posted from the POS Software, SPA software had reached the correct guest folios and also not missing.  Prints up and files reservations for the next business day.  Verifies all account postings and balances.  Verifies that room rates are correct and posts those rates to guest accounts.  Monitors the current status of coupon, discount, and other promotional programs.  Is able to function as a front desk agent especially in terms of check-in and check-out procedures.  Tracks room revenues, occupancy percentages, and other front office statistics.  Prepares a summary of cash, check, and credit card activities.  Summarizes results of operations for management.  Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information.  Prepare of End of day procedure.  Follow the End of Day / Night Audit Checklist .  Must have complete knowledge of emergency procedures.  Balance the day’s charges, making corrections as necessary.  Performs wake-up calls.  Run end of day process in property management software (PMS).  Understand principles of auditing, balancing, and closing out accounts.  Knows how to operate PMS, typewriters, and other front office equipment's.  Respond to guest needs, special requests and complaints and alert the appropriate manager as needed  Perform nightly balancing of in-room video and long-distance telephone services  Understand and knows how to perform check-in and check-out procedures.PREREQUISITES:Education: High school graduate or equivalent. Must speak, read. Write, and understand theprimary language used in the workplace. Must be able to speak and understand the primarylanguage used by the guests who visits the hotel.Experience: Minimum one year of hotel front desk supervisory experience, experience handlingcash, accounting procedures, and general administrative tasks.7.3 Night audit ProcessThe discovery and correction of errors in posting charges to establish accurate records is what theaudit process is about. Discrepancies found during an audit must be corrected. Due to thetransient/temporary nature of hotel business, an audit is conducted every day. Large complexhotels require closer account scrutiny due to the volume of transactions posted.The following steps are common to the sequence of a night audit. 67

1. Complete outstanding postings2. Reconcile room status discrepancies3. Balance all departments4. Verify room rates5. Verify no-show reservations6. Post room rates and tax7. Prepare reports8. Deposit cash9. Back up the system10. Distribute reportsSome of these steps may be condensed or combined in an automated process. The audit proceduresare discussed in detail below:1. Complete outstanding postings:This is the first step of an audit. Although most front offices attempt to post transactions to theproper accounts as they are communicated, a night auditor must confirm that all transactions havebeen posted prior to starting the audit.  Incomplete posting will lead to errors in account balancing and summary reporting.  The auditor verifies that all voucher postings for revenue centre transactions have been completed. He may also need to post previously unposted front office cash transactions.2. Reconcile room status discrepancies:Room status discrepancies must be resolved in a timely manner. Such errors can lead to lostrevenue and omissions in postings.The front office must keep room status current and accurate to monitor the number of roomsavailable for sale.The night auditor is responsible for ensuring that discrepancies between the daily housekeepingreport and the front office room status are reconciled before the end of the day.If the front office believes a guestroom is occupied, but it is reported as vacant on the housekeepingreport, the auditor should look for an active folio (folio with a balance outstanding)If the folio has a balance, possibilities are:a. The guest may have departed but forgotten to check outb. The guest may be a skipperc. The front desk agent may not have closed the foliod. After verifying that the guest has in fact departed, the auditor should process the check out andset the folio aside for management review and follow-up. If the folio has been settled, the front 68

office room status system should be updated to show that the room is vacant. In a computerizedsystem, the check-out process automatically changes the room’s status.3. Balance all departments:  The night auditor balances all departments using source documents (vouchers made at the POS). Vouchers received at the front desk and other source documents are totalled and compared to revenue centre summaries.  This step includes preparing the daily and supplemental transcripts and finalising the daily transcript recapitulation sheet. o Total restaurant sales figure comprises all sales incurred at restaurants or food outlets in the hotel that is compared against the daily sales report of each restaurant. o Room service sales are mentioned similarly but separately from restaurant sales. o Banquet sales figures are again mentioned separately and will be checked against the daily function sheets to ensure that all scheduled functions have been billed. o Sales figures for alcoholic beverages from various POS may be reported separately.The postings to guest and non-guest accounts must equal the amounts charged at the revenue centrefor the front office accounting system to be considered in balance. An out of balance conditionindicates a need to investigate the correctness and thoroughness of postings. However, a balancein account and departmental totals does not necessarily mean that the proper accounts wereselected for posting. Posting the correct amount to an incorrect account would still present an in-balance total.Common errors in the night audit:a. Pick-up error- if previous folio balances are entered incorrectly, the ending balance will also beincorrect. To trace this error it will be necessary to review all previous and ending balances onevery folio.b. Transposition error- these are easiest to identify. It occurs when numbers are reversed, e.g.entering 523 instead of 532. Subtracting the lower number from the higher number can identifythis. If the result is a whole number, the problem is more likely a transposition error.c. Missing folios- an account could be out of balance because a folio has been filed incorrectly.d. Transfer of charge to a wrong account (say restaurant to laundry or bar) or to a wrong roomnumber.4. Verify room rates:  The night auditor is required to complete Room Revenue and Room Count Report/ Room Rate Variance Report that shows the rack rate for each room and the actual rate at which the room was sold, providing an opportunity to analyse room revenues. 69

 If a room’s rack rate and actual rates differ, there may be certain possibilities. One, if a member of a group or corporate rate guest occupied the room, is the discounted rate correct? Second, if there is only one guest in the room and the actual rate is approximately half the rack rate, is the guest part of a shared reservation and if so, did the other guest register?  A Room Rate Variance Report is prepared by the night auditor to keep track of such variances between the room rate to be charged and the actual room rate charged to his folio.  This helps monitor and control the rate discounting tendency of the FO staff which in turn keeps a check on fall of room revenue, ARR, RevPAR and Yield statistics.5. Verify no-show reservations:The night auditor may be responsible for clearing the reservation rack and posting charges(retention charges) to no-show accounts after confirming that the reservation was guaranteed andthe guest never arrived. A hotel should take care to record cancellations properly to avoid charginga guest for no-show charges when not applicable.6. Post room rate and tax:The posting of room rates and tax to all guest folios is typically done at the end of day. Directposting of these to the electronic room folios in a computerized system is one of the greatestadvantages of a PMS. After such posting, a Room Rate and Tax Report may be made for themanagement.7. Prepare reports:The auditor is responsible for preparation of reports indicating the status of front office activities.  Department detail and summary reports are produced and filed with the source documents for the accounting division.  The daily report of operations summarises the day’s business and provides insight into revenues, receivables, operating statistics and cash transactions related to the front office. (Format)  The High Balance Report identifies guests who are approaching an account credit limit. (Format)  Manager’s report, also called an Early Bird Report (because it is the first thing the GM gets to see on his table before the morning meeting!) is a listing of occupancy statistics from the previous day, such as occupancy percentage; yield percentage, average daily rate, and number of guests. Such data is necessary for monitoring the operation of a business. (Format)  Departmental Daily Sales Reports that indicate, in one report, the total sales of every department and in many hotels, will also contain details of accounts receivables, bank deposits, cashiers report and room statistics, and so on. (Format)8. Deposit cash: 70

Since account and departmental balancing often involves cash transactions, cash depositing maydepend on a successful audit.  If front office cash receipts have not yet been deposited, the auditor compares the postings of cash payments and paid outs with actual cash in hand.  The cash, credit card vouchers, and charges received during the business day from cash, charges, and accounts receivable transactions must be deposited in the hotel’s bank accounts or transferred to hotel’s internal accounts receivable.  The credit card totals are added here because, in some circumstances, the credit card voucher is considered cash at the time of deposit.  The night auditor will provide a summary of the components of the bank deposit.  The cash and various credit card totals that have been deposited must match the total cash sales plus the cash received and applied to outstanding accounts receivable minus total paid outs.  The total cash and credit card payments received, which are reported on the cashier’s report, will match the total bank deposit figure.9. Back up the system:This step applies only to computerised front office systems. Since such a system does away withthe need for a room rack, reservation cards, etc., it becomes very dependent on the properfunctioning of the computer systems.  Back up reports must be run in a timely manner to enable smooth operation in the event of a systems failure.  End of day reports are developed and printed by the computer which include guest lists, room status report, guest ledger report- showing the ending account balances of all registered guests, activity report- containing expected arrival and departure information for the next several days.  Computer output should also be recorded onto disks.  A system back up is made after each audit and stored in a safe place for reference.10. Distribute reports:The night auditor must take care to deliver appropriate reports in a meaningful format and a timelymanner. If all of the reports are completed accurately and delivered in a timely manner, moreinformed operational decisions could be made. 71

Unit 8: Property Management System.A PMS Is a computer based management system. In the hospitality industry it is a computerizedsystem used to manage guest bookings, online reservation, points of sale, telephone and otheramenities. A hotel PMS May interface with central reservation system and revenue managementsystem, front office, back office, and POS system. There are many types of PMS,, It is up to ahotel to choose the one that best fits its needs. There are different modules of PMS to manageindividual departments of a hotel, such as front office module, housekeeping module, restaurantmanagement system, back office module etc. These modules are supplied by a large number ofvendors, who modify PMS solution to meet the requirements of the hotel.8.1 PMS Application in front officeThe PMS application for the front office has different modules for the efficient functioning of thewhole department.8.1.1 Reservation Module:Reservation module This is used to create and manage guest reservation, both for individuals aswell as groups.Front desk Module: The front desk module manages the registration of guests.Room module: The room module allows the staff to manage the hole’s rooms and floor plans.Cashier module: The cashier module is used to manage guest folio, raise bills and performcheck out procedures.Night audit Module: The night audit module is used to balance the days activity and completethe hotel’s accounting functions for the day.Set up module: The set up module is used to define setting. The setting s allow forcustomization.Back office module: The back office module provides an integrated system for managing thehotel’s financial and statically information.8.1.2 Front desk module8.1.3 Room module8.1.4 Cashier module8.1.5 Night audit module8.1.6 Set- up module8.1.7 Back office module (Contents will be added soon) 72

Unit: 9 Switch Board Operations9.1 Telephone Operation System  The information board in a telephone exchange is a vital communication source for all operators to refer to: Room no. and names of VIP, s in the house.  Room no. of groups in the house.  Room no. of crew of a particular airline clubbed under its Name to facilities fast and clear identification.  Function of the house including their location in the hotel.  Emergency telephone no. for different departments.9.1.1 Job description of the telecommunication departmentThis is a separate section under front office department located at the backside connected to thefront desk, which is not seen by the guests. Telephone Section handles the guest telephones andmessages, both Incoming and outgoing of the guest. The system is networked into wake-up callsystems, fire alarm systems, and automated door system. Telephone operator is also responsiblefor posting all the charges incurred by the guests and hotel employees while making out calls.Functions of operator  Keep telephone channels of communication open.  Play an important role in the case of fire and keep the hotel connected within and outside hotel in case of emergency.  Keep telephone channels of communication open.  Answering incoming calls.  Directing call to guest rooms through the switchboard. Processing guest wake-up calls.  Answering inquiries about hotel facilities.  Protecting guest’s privacy  Direct calls to guest rooms through the switchboard/PABX system.9.1.2 Different telephone exchange system used in hotelPrivate Branch Exchange (PBX):  Manually operated telephone system comprises of single line with few extensions. This system is adapted in medium organizations.  PBX are found in different capacities. For example: PBX of 4+25, means the system having 4 main lines with 25 extensions. Making outgoing calls in this system are operator assistedPrivate Automatic Branch Exchange (PABX):  This system is often used in large scale organizations where there are hundreds of outgoing and incoming calls every hour.  This system provides individual meters for extension. 73

 A person can make outgoing calls directly from his/her extensions, except some international calls.Electronic Private Automatic Branch Exchange (EPABX):  This is new and developed form of telephone branch exchange system, which has reduced the size of the telephone consoles.  This is the electronic form of private automatic branch exchange (PABX) system where the charges are made by computerized system. Hence, removing the need for individual meters.9.1.3 Basic telephone etiquettes  Telephone operator spends a great deal of its time with all the calls, communicating with people both inside and outside the hotel.  The telephone stripes you of the advantages of using facial expression, gestures and eye contact instead of relying on your personal appearance; you must rely on your voice to convey as well as apparent messages.  Your inflection and enthusiasm set the tone for conversation. Although some people have better speaking voices than others.  Verbal communication is an art that can be learnt with practice.  Addressing guest as Sir or Ms  Not listening into conversations  Not interrupting conversations  Inform a guest waiting for a connection the status of call.  Calling back guest if it is promised to them.  Be regular and punctual on the job.  Always identify the name of hotel.  Speak clearly and slowly.  Never disconnect a line without informing the caller.  Not leave a caller waiting on the line too long.  Not use unfamiliar words.  Not be wasteful as time and the telephone cost.  Be cheerful and alert handling calls.  Maintain good cooperation with all staff and departments.9.1.4 Skills and competencies essential for telephone operatorPositive skill  Politeness  Clarity of communication  Direct and correct answers  Applying tact in awkward situation 74

 Uncontroversial  Listening attentively to the guest  Accurate pronunciationNegative skill  Impolite  Unclear soft communication  Not totally answering a question  Proving the customer is incorrect  Expressing one’s own opinions  Interrupting before the guest has finished  Poorly pronounced words causing confusion Skills Accuracy:  Information, especially when the telephone department is sometimes the only point of contact with the hotel.  Connecting the right extension of either the guest or hotel staff.  Recording appropriate charges for services rendered. Errors are usually caused by carelessness , misunderstanding Providing resulting in unprofessional service.SpeedPeed in service is important but not sacrificed for accuracy. Speed is a skilled performance foreach operation with the least effort. An expert maintains consistency with speed.Clarity of speech  Communication is done with the strength of speech.  Improper communication creates misunderstanding.  The voice must have a proper tone and peace.  The voice must sound professional. CompetenciesPunctuality:  It is important to report for duty at least five minutes before her shift commences  Take over from the previous operator.  Relieves the previous operator after a tiring shift. 75

 Mentally prepare for duty.Grooming:Telephone staff is well groomed for the following reasons.  Some exchanges are located at the reception counter.  Some operator s may need to assist the receptionist requiring guest contact.  Telephone staff may have to visit guest rooms for telephone complaints.  The department looks professional.  It shows personal discipline.Oral hygiene:Operators are required to maintain high standards of oral hygiene as they are handling earphonesand mouthpieces used by other operators as well.Team workTeamwork is the co-operation between colleagues. Co –operation In the telephone department isshown in the following ways:  Pass messages immediately and correctly.  Help a colleague in answering a phone at her station.  Be on time to relieve the operator on the previous shift.  Strictly maintain the time limits of coffee breaks.  Complete all tasks and instructions in the shift.  Show respect and courtesy to your fellow colleagues.  Protect the image of the department by excellent performance.SecrecyThe rules and regulations make it an offence, which is punishable, to violate the secrecy oftelephone conversations.  It is forbidden to listen into conversation.  Do not allow others to listen into conversation.  Keep the telephone exchange as a restricted area for telecommunications personnel only.  Keep the room numbers of guests confidential and follow the procedure to maintain secrecy.Memory  Remember the numbers of various extensions in the house. 76

 Remember important numbers in the city especially the fire department in case of emergency.  Remember the guest names as it gives recognition.  Memories the policies and procedures governing telecommunication practices.CheerfulnessIt is important that an operator is cheerful while speaking because it carrie through in her tone ofvoice to the caller. Operators are trained to smile when speaking on the phone because it helps inexuding cheeriness.Telephone Etiquettes  Addressing guest as sir or ms  Not listening into conversations.  Not interrupting conversations.  Inform guest waiting for a connection  Calling back guests if it is promised to them. 77

Unit 10: Hotel Safety and Security10.1 Hotel Security staff and systemReducing the risk of accident or protecting against deliberate attack.The term “Safety” is applied to glazing used to reduce the risk of accident by impact, fracture,shattering, or in a fireThe term “Security” is applied to glazing, which in addition to “Safety”, is able to withstand avariety of deliberate attacks such as manual, ballistic or blast resistant.“Hotel security means protecting the guests’ visitors and employees lives and their property, andalso the property of the hotel from any mishaps.”Security encompasses areas such as security of the property itself, company assets, employees' andcustomers' personal belongings and valuables, life security, personal security etc. In all workplacesmanagement stipulates that it is not responsible for valuables and employees personal belongings(their handbags, items kept in the personal lockers, etc.). Yet management must take all possiblemeasures to prevent theft among employees and of employee belongings through its hiringpractices and through the implementation of effective management, human resources andoperational policies, such as: • Background checks of selected applicants • Policies related to employees' entry to, and exit from, the workplace • Spot checks of locker rooms and lockers • Effective supervision and control during the work cycle • Policies related to the discovery of criminal records and wrongdoing among, and by, employees.10.1 Security through key handlingKey handling is one of the most important responsibility of the hotel in the sense of security to theguest. It is one of the major means to control theft or guest’s security and their property.The following points should be strictly considered for the effective security through key handling.  Guest should be encouraged to hand over room key at the front desk and collect on their return.  Keys should never be issued to any person who is not registered in the hotel.  A regular inventory of key should be carried out and should report about the missing or damaged keys.  The master key should be secured in a safe place when not in use.  Unauthorized staff should not be allowed to handle the guest room key. 78

 Identification should be verified if necessary.  If the keys are found left hanging at the lock by the departing guest then it must be submitted by the staff finding it.  Key should be received from the guest at the time of check - out.10.3 Security through informationGuest may greatly by protected if the front office prohibits it staff members from providing guestits staff members from providing information to callers or visitors. When providing informationto the guest in hotel, the following points should be kept in mind.  Someone asking for a specific number of rooms over the telephone should never be connected until the caller identifies himself.  The telephone staff should verify the identity of the person requesting.  A person inquiring at the front desk about a guest may be asked to use the house phone to contact the guest.  Report any suspicious behavior to the security department of the hotel.  Provide the information about fire safety and nearest fire exit/stairway.  Front office should provide information to guest’s about local custom, norms and values related to safety and security.  Concern department of the hotels must submit a daily report to police on all registered guest.  Each room should be equipped with a dead bolt lock and a peephole at the door.  Each room should allow outside dialing.Security Measure: • Providing \"secure\" (safety) deposit boxes and areas to keep valuables • Policies and practices to ensure the security of these boxes and areas • Management and operational policies regarding the security of guest rooms • Management and operational policies regarding the security of public areas • Security policies and practices for the back-of-the-house areas • Employment and training of security personnel • Policies and practices to minimize the \"presence\" and \"patronage\" of \"shady characters\" and criminals, verification of registration and check-in personal data and documentation submitted, and curtailing free movement of unknowns on the premises, as well as direct, free flowing communication with local, national and international security authorities) • Training of staff in guest and valuable security 79

Effective supervision and control procedures. Key Card Locks: While key card locks on guest rooms are quickly becoming the standard, some hotels still don't take advantage of the added safety provided to guests. Guest room locking systems these days include punch and magnetic key cards which have locks with flash memory and other productivity linked functions. The system can directly be linked with PMS. Security Guards: Most hotels do not have security guards while some employ them only at night. At Best Western Sterling Inn, we have our own staff of trained security guards working 24-hours every day to provide the best in safety and security for our guests Defibrillation Units: A life saving device in case of heart attacks, defibrillation units are starting to be deployed among police and emergency personnel across the nation. Security Cameras: Few Hotels have security cameras with digital technology, intelligent access central system, software interface with CCTV for matching undesirable visitors and criminals, interfacing with motion detectors, pocket lie detectors and spy cameras and use of biometric readers like hand key reader or face recognition system etc. Fire Alarms: While most hotels now have smoke detectors and fire alarms, Some hotels have a state of the art alarm system with smoke detectors in each guest room and throughout the entire complex that is monitored 24 hours a day, 7 days per week that pinpoints the exact point of the alarm allowing our security staff to respond immediately to the area of any alarm condition. Emergency Power: Very few hotels have any provision for emergency power in case of an electrical outage while a few hotels provide limited emergency stand-by power to provide elevator service and some lighting. Some hotels has a 2-Megawatt stand-by generator that provides 100% emergency power that can provide uninterrupted guest service during a power outage. Emergency Manual: Hotels maintain an emergency manual, detailing operations in the event of a variety of emergencies. Employee Photo ID: For added security, some hotels have employees wearing a photo ID name tag allowing quick identification. In -Room Safes: In addition to the safety deposit boxes offered by most hotels at the front desks, Some hotels provide in-room guest safes capable of holding a lap-top computer that use the guest's own credit card as the key. Guest elevators: Elevators may also be interfaced with a room electronic locking system, where swiping the room card key takes the guest to the floor on which he is staying. 80

Security measures for women travelersMirrored walls of the guestroom floor elevators so that you can see who is walking behind you-Well-lit public areas such as lobby bars -Valet parking services to avoid the need of a woman toenter the parking lot -Assigning rooms closer to the elevator -If a woman traveler is not assigneda room on the special executive floor, hotels most often on request, upgrade her accommodationto that floor without an increase in room rate. The floor is staffed almost 24 hours a day with aconcierge.10.3 Dealing with unusual events such as accidents, theft, drunken guest,damage to hotel’s property, birth, death, skipper, fire in the hotel, sick guest,Bomb threat etc.Accidents:An accident may take place any time without warning. If such a thing happens one should be readyto give some immediate care to the injured. Accident don’t just happen they are caused. A studyshows that 85% of the accidents occur due to human errors. Accidents are unpredicted and may beminor or major depending upon the condition of incident. In case of any unusual accidents, thefollowing steps should be taken.  Take the house doctor should be called immediately.  Find out the condition of the guest and nature of the accident.  Doctor’s instructions must be followed immediately.  If the accident is minor like simple burn, cut bleeding etc., first aid treatment should be given as per requirements.  If it is beyond the control and happens to be a major case, guest should be taken to the nearby hospitals and inform the concerned person or relatives.Theft:Hotel belongings can be stolen by guests or employess.If a guest has stolen an item from the roomthen the value of the item is added on to the final bill and the guest is required to pay. This is apolite way of informing the guest of his misdeed only if one is sure that the guest is to blame. Ifnot hotel security is informed by providing all the necessary details about the incident.Drunk Guest:Sometimes hotel may come over to handle unusual incidents like drunken guest. It isunderstandable not to argue with the drunken guest. He must must be politely taken to his her roomor away from the public area. If the situation is getting worse and difficult to handle, the hotelsecurity must be called and handed over to them. 81

Damage to the hotel property:If the guest does any damage to the hotel’s property, it should be reported to the front desk cashierimmediately. Such damages are commonly done in the guestrooms. Hence, an alert room attendantcan easily detect to the concerned so that the hotel management could impose a charge to the guestequal to the damages done or take needful security action.Birth:Normally ladies avoid travelling during the gestation phase of their pregnancy. However, anincident of birth in the hotel may be encountered in the case of pre mature delivery. Hence, oneshould know to handle such a situation. Any guest who appears pregnant at the time of check-inshould be clarified then and there .It helps to keep a close watch on such a guest. If birth takesplace in the hotel itself, the house doctor and nurses should be called in immediately to handlesuch situation. If time permits, to -be - mother should be immediately transferred to the nearesthospital.Death:Death is a natural phenomenon. But in the hotel is a very rare incident. Death can be natural aswell as unnatural. Natural death is inevitable. However, if death in the hotel occurs due to murder,the entire name and grace of the hotel stands at stake. At the same time the entire security systemof the hotel is questioned.Handling Death of a guest in the hotel:  Once the information comes to the front desk it should directly be reported to the front office manager  The front office manager will then report it to the GM or resident manager  The security manager should also be informed immediately  The police is informed and the hotel doctor is summoned who will check and confirm the death. Meanwhile the hotel will locate the residential address of the deceased and will inform the relatives.  Once the police complete all formalities and activities and gives the permission, the dead body is fully covered and then removed from the room on a stretcher. For this purpose the service elevator and not the guest elevator is used  A death certificate is obtained from the doctor A report should be prepared as to who informed of the death, time, room number and date of death. In case there is any luggage of the deceased in the room a list should be prepared and the luggage should be kept in the luggage room and the person performing this activity should sign this report  The guest room is locked and sealed.  After obtaining clearance from the police the room is opened and thoroughly disinfected and spring cleaned and only after permission of the police and subsequent permission of 82

the GM or resident manager the room should be sold. Some important facts to be kept in mind are:  Do not enter the room alone always take the lobby manager and security officer with you  In case you are aware that the deceased was under the treatment of a specific doctor, the same should be called instead of the hotel doctor. His physician will also be helpful in knowing and notifying the incident to the relatives and people known to him  Do not disturb the body or touch anything before the arrival of the police as this may be a murder or suicide case.Skipper guest:Skippers are those guests who leave without paying the bills. This is possible because the skipperusually come with light luggage to avoid the attention of the bellboys and securities to his secretmission to skip from the hotel. He can leave the hotel under the pretext of a business call, visitingplaces, meeting relatives. Hence, the bell boys room attendants need to be alert and notify theoffice about guest with scanty baggage so that deposit of the anticipated charges can be asked andhis hotel expenses can be restricted to a certain limit.Fire in the hotel:As soon as a fire is detected, the first thing to do is to inform the telephone operator, who plays avital role on alarming the entire hotel. The front desk staff should immediately call the fire brigadeavailable in the city for help. The front office along with security staff should alert all in houseguests by informing them to use staircases, not elevators. Every guest from the room should bevacated as soon as possible. Trained fire fighters should be initiated to extinguish fire. Usingdifferent appropriate safety measures. All employees are to be informed and offices vacatedaccordingly. If required fire brigade must be called as soon as possible.Sick guest:The receptionist may be called for assistance during sickness of a guest. -Patient should be advisedto consult the house physician but in case the guest has his own physician the same should becalled. -Housekeeping needs to be notified about the sickness and instructions if any - If the caseof serious sickness, the guest should be moved to a nursing home -During epidemics allprecautionary measures especially in food and beverage service area should be followed.Bomb threat1. Security nets and body searches for guests not known to the staff.2. Banqueting suites and other non-public areas should be security checked and locked after use3. Goods received and bags should be checked and kept tidy. 83

4. If a bomb threat is received via telephone, the telephonist should note carefully what exactly issaid, the time of the call received the accent of the caller and background noise if any. After thealert the GM should stay put in the lobby where he can be reached easily.5. Duties and responsibility of staff during an emergency should be well-defined.6. The hotel should work closely with the police to keep them updated.7. Chamber maids and HK supervisors should be trained to conduct security checks in the guestrooms.10.4 Crisis communication Management“Crisis refers to sequence of unwanted events at the workplace which lead to disturbances andmajor unrest amongst the individuals. Crisis generally arises on a short notice and triggers afeeling of threat and fear in the employees. In simpler words crisis leads to uncertainty andcauses major harm to the organization and its employees. It is essential for the employees tosense the early signs of crisis and warn the employees against the negative consequences of thesame. Crisis not only affects the smooth functioning of the organization but also pose a threat toits brand name.”“Crisis Communication also refers to a special wing which deals with the reputation of theindividuals as well as the organization. Crisis communication is an initiative which aims atprotecting the reputation of the organization and maintaining its public image. Various factorssuch as criminal attacks, government investigations, media enquiry can tarnish the image of anorganization. Crisis Communication specialists fight against several challenges which tend toharm the reputation and image of the organization.”Need for Crisis CommunicationCrisis can have a negative effect on brand image. Crisis Communication experts are employed tosave an organization’s reputation against various threats and unwanted challenges.Brand identity is one of the most valuable assets of an organization. The main purpose of CrisisCommunication team is to protect the brand identity and maintain the organization’s firmstanding within the industry.Crisis Communication specialists strive hard to overcome tough situations and help theorganization come out of difficult situations in the best possible and quickest way.Crisis Communication Process  Employees should not ignore any of the external parties and important clients Come out, meet them and discuss the problem with them. There is nothing to be ashamed of. If 84

needed, seek their help. Media must not be ignored. Answer their questions. Avoiding media makes situation all the more worse.  Don’t criticize individuals. Show a feeling of care and concern for them. Share their feelings and encourage them not to lose hope. Encourage them to deliver their level best. Put yourself in their place. Respect them and avoid playing blame games.  Effective communication must be encouraged at the workplace during emergency situations. Employees should have an easy access to superior’s cabins to discuss critical issues with them and reach to a mutually acceptable solution.  Information must flow across all departments in its desired form. One should not rely on mere guess works or assumptions during crisis. Make sure the information you have is accurate.  Crisis communication specialists must learn to take quick decisions. Remember one needs to respond quickly and effectively during unstable situations. Think out of the box and devise alternate plans for the smooth functioning of organization.  Make sure information is kept confidential. Serious action must be taken against employees sharing information and data with external parties. Such things are considered highly unprofessional and unethical and spoil the reputation of the organization.  The superiors must evaluate performance of employees on a regular basis. Ask for feedbacks and reports to know what they are up to. Conduct surprise audits to track performance of employees.10.5 Fire SafetyAfire safety is a group of equipment and/or behavior designed to both reduce the risk of startinga fire and reduce the risk of injury in the event of a fire. Additional fire safety measures aredesigned to protect private property and even structural integrity. Conversely, objects that havethe opposite effect--i.e., increase the risk of both fire and injury--are known as fire hazards.10.6 Classification of fireShould the nature and size of the fire make it controllable, use the appropriate availableextinguisher and proceed with the methods described below. Should the fire be judged“uncontrollable”, follow the “Evacuation Procedures for Uncontrollable Fires”. Public Safetycan, along with notifying emergency responders, direct emergency responders quickly to yourlocation.CLASS A. (Wood, paper, textiles, rubber, garbage and materials composed of cellulose.) TheABC extinguisher can extinguish this type of fire.CLASS B. (Flammable or combustible liquids, greases, petroleum products, solvents) “ Oil,petroleum products ,varnishes,, paints ,non-ionic solvent”Carbon dioxide or dry chemical ABC extinguishers should be used. Carbon dioxideextinguishers do not leave any residue, whereas dry chemical devices do. Pressurized water 85

units should not be used since the immiscibility of solvents and water may result in spreading ofthe fire.CLASS C. (Live electrical equipment involved in a fire). If possible, turn off the electricalpower to the devices, and then use either the dry chemical extinguisher or a carbon dioxide orhalon extinguisher, if available.CLASS D. (Sodium, potassium, magnesium, titanium, zirconium and other metals)If sodium, potassium, magnesium, or any other flammable metal powders are to be used in alaboratory, call EH&S for guidance on the appropriate dry powder-extinguishing agent. Aspecific \"Class D\" (dry powder) extinguishing agent such as graphite, limestone, sand or sodiumcarbonate must be made available for fire emergency before work is started.Class E: Gases such as liquefied petroleum gas LPG, Methane, compressed natural gases“CNG”etc.Procedure in the event of fire  When fire is detected, inform the concerned people immediately.  Do not panic.  Warn other people in the vicinity and sound the fire alarm.  Do not jeopardize laid down by your establishment.  Do not try to extinguisher fire if you are not trained.  If you are trained for firefighting, use the appropriate fire extinguisher to put out the fire.  Close the doors and windows turn off the supply of electricity and gas. 86

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