WELCOME TO RADISSON ,JALANDAR

HANDLING OF GUEST AT FRONT OFFICE DURING STAY AT DEPARTURE

1. INTRODUCTION With travel increasing day-by-day, whether it

is for business, pleasure or for any other reason, there is a mushrooming growth of hotels-big and small. At the same time there is a demand for people to work in these hotels. Most people working in smaller hotels learn on the jobs which proves expensive. Hence there is a growing demand for trained persons who are able to perform the basic front office operations in a hotel, efficiently

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

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

CHECK-IN PROCEDURE

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

If there

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

If they've never stayed before If no

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

Check into the system if there are rooms available

If there are rooms available

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

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

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

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

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

Ask what type of room they will select

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

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

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

CHECK-OUT PROCEDURE

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

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

Identified by asking the guest name matched to the system.

Ask if guests have a pleasant day during your stay.

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

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

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

When receiving

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

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

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

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

Offer to make a reservation again.

Thank guests for staying at our hotel.

Farewell by saying, Have a pleasant trip

THE END

SUBMITTED BY Mayanglambam Chitaranjan SinghRoll no : A17 Section : V8006 Course : BHMCT + MBA