Room Division

Room Division Introduction: The Room Division is composed of departments and functions, which play essential roles in providing the service guests expect during a hotel stay. The Front Office is the most visible department in the hotel, with the greatest amount of guest contact. The front desk and cashier sections are located in the busiest area of the hotel’s lobby. The front desk itself is the focal point of activity within the front office. Guests are registered, assigned rooms and checked out at the front desk. The reservation function is responsible for receiving and processing reservation for accommodations in the future. Reservation agents must maintain accurate reservation records and closely track availability to ensure that no date is overbooked. Housekeeping and laundry are almost important front office support sections. They inspect rooms for sales, clean occupied and take care of the property’s linen. To ensure efficient rooming of guests in vacant and ready rooms, the different sections must inform each other promptly of any changes in the status or availability of the rooms. Close coordination and cooperation help ensure guest satisfaction.

Organization Chart:

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Job descriptions: -

Room Division Manager. -

Assistant Front Office Manager. -

Front Office Supervisor. -

Night Auditor.

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Receptionist.

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Front Office Cashier.

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Reservation Attendant.

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Shop Attendant.

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Health Club Attendant.

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Massage Attendant.

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Tennis Coach.

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Concierge.

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Bellboy.

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Driver.

Housekeeping Supervisor. -

Room Attendant.

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Valet.

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Order Taker.

Laundry Supervisor. -

Laundry Attendant.

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Public Area Cleaner.

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Room Division Manager Reports to: General Manager. Subordinates: Assistant Front Office Manager, Housekeeping Supervisor, Laundry Supervisor and Concierge. Job summary: He leads and trains all subordinates. He transmits all the information relayed to him by his direct superior and the other departments to his subordinates. He manages the guest satisfaction efforts of his department in accordance to Victoria’s philosophy. Duties: - Organize his manning as reflected on the Organization Chart. -

Control the hygiene and cleanliness of his working area, equipment and material.

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Responsible for the organization of his department, revenue reports and other document like provisional budget.

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Make reports to the General Manager.

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Attend all training program designed to him and all other manager.

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Know, control and apply strictly the safety and hygiene regulation and policy of the hotel.

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Participate at the daily meeting with all managers.

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Optimize the sales by suggestive selling; train staffs on selling techniques and ensure that they are implemented.

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Control the appearance and cleanliness of the staff, equipment and working area.

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Check that tasks are accomplished accurately by the staff.

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Control and approve the schedule of the staff.

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Transmit his knowledge to the staff to improve their performance and correct them if necessary.

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Prepares the orders for all the chemical products, furniture and material essential for the daily operation.

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Prepare all the necessary documents for the day to day operation and assign the tasks to the supervisor.

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Handle and solve special requests and complaints.

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Follow up the city ledger with the chief accountant. -3-

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Supervise the work of his subordinates.

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Control the average room rate and enhance the sales strategy.

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Analyze his results and give ideas to increase the profitability.

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Control the expenses of his department and maintain it as low as possible.

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Delegate tasks to his subordinates to prepare them for bigger responsibility.

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Control and assure the follow up of the reservation system.

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Manage the stocks and storage of the amenities.

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Maintain good relationship with all departments of the hotel.

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Coordinate with the F&B department for the group’s requisitions.

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Perform other duties as maybe assigned.

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Assistant Front Office Manager Reports to: Room Division Manager. Subordinates: Front Office Supervisor, Night Auditor, Receptionist, Reservation Attendant, Shop Attendant, Activity Guide, and Front Office Cashier. Job summary: He is responsible for all aspects of guest’s satisfaction in the Front Office. He leads by example and manages the performance of his staff. He organizes the work schedule of his team. He is in charge of the maintenance of all equipment and material in his working area. He handles and solves problems. He assists his superior in ensuring that the guest satisfaction programs are implemented in accordance with Victoria’s philosophy. Duties: - Supervise and coordinate all daily operation in the Front Office. -

Control the application of all safety and hygiene policy, regulation and procedures of the hotel.

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Report regularly to his superior concerning the daily operation.

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Organize and control the work schedule of his staff.

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Transmit suggestion made by the guest and his subordinates to his superior.

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Transmit his knowledge to his subordinates.

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Participate in all Front Office meeting.

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Participate in all training provided by the Front Office Manager.

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Control the appearance and cleanliness of his subordinates.

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Check the cleanliness of his work area, equipment and material.

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Handle and solve complaints.

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Relate well with his staff.

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Verify the reports made by the night auditor.

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Prepare in advance all the daily tasks and follow their execution. -5-

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Control accurately the billing.

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Maintain close relation with the housekeeping department.

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Control and check the revenue’s statistics and reports.

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Ensure the daily operation of the reservation.

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Inquire regularly about the activity of the competition.

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Organize with the housekeeping supervisor the control of the guestroom and its timely release.

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Ensure the implementation of sales directives from the Head Office.

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Control the balance of account in front office department.

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Check the expected arrival list of the day.

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Solve the problems related to computer software in all Front Office Area.

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Perform other duties as maybe assigned.

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Front Office Supervisor Reports to: Assistant Front Office Manager. Subordinates: Night Auditor, Receptionist, Reservation Attendant, Shop Attendant, Activity Guide, and Front Office Cashier. Job summary: He is in charge of the maintenance of all equipment and material in his working area. He ensures effectively and smoothly operation of the different section of his department. He assists his superior in ensuring that the guest satisfaction programs are implemented in accordance with Victoria’s philosophy. Duties: - Control the application of all safety and hygiene policy, regulation and procedures of the hotel. -

Report regularly to his superior concerning the daily operation.

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Transmit suggestion made by the guest and his subordinates to his superior.

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Transmit his knowledge to his subordinates.

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Participate in all Front Office meeting.

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Participate in all training provided by the Front Office Manager.

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Control the appearance and cleanliness of his subordinates.

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Check the cleanliness of his work area, equipment and material.

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Handle and solve complaints.

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Relate well with his staff.

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Prepare in advance all the daily tasks and follow their execution.

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Check the expected arrival list of the day.

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Control the equipment and material of his working area.

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Perform other duties as maybe assigned. -7-

Concierge Reports to: Room Division Manager. Subordinates: Bellboy and Driver. Job summary: He coordinates all transportation needed by the guests or by the staff of the hotel. He leads by example and manages the performance of his staff. He is in charge of the maintenance of all equipment and material in his working area. He assists his superior in ensuring that the guest satisfaction is implemented in accordance with Victoria’s philosophy. Duties: - Organize the work schedule of his team. -

Supervise and check the daily maintenance and clearance of the vehicles.

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Make sure that all vehicles are in good condition.

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Control and report regularly to his direct superior concerning the daily operation.

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Prepare all administrative reports.

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Control the appearance and cleanliness of his staff.

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Take care of the luggage of the guests.

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Program and organize the schedule of his staff.

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Implement the preventive maintenance plan for all the vehicles to protect them from damage or breakdown.

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Help his staff if necessary.

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Ensure an accurate schedule of the technical controls.

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Perform other duties as maybe assigned.

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Housekeeping Supervisor Reports to: Room Division Manager. Subordinates: Room Attendant, Running Housekeeper, and Order Taker. Job summary: He is responsible for planning, directing, controlling and coordination all the activities of his staff. He ensures effectively and smoothly operation of the different section of his department. He leads as an example and trains his staff. Duties: - Plan and program the schedule of the staff. -

Make the inventory of the housekeeping store.

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Check the usage of the items in the daily operation to avoid wastage.

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Program the daily cleaning operation with the list of occupied rooms.

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Divide the schedule for room attendant staff and hand over keys for them to clean the room.

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Check and inspect the quality and cleanliness of the room.

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Check the amenities on the trolley and issue new amenities in the housekeeping store to the staff.

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Make a regular report to his superior.

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Control the equipment and material of his working area.

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Check the equipment of the guestrooms and work closely with the maintenance department in assuring the proper and regular program.

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Supervise room cleaning.

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Monitor the condition of the room.

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Control the needs of materials and amenities necessary and transmit the order to his superior.

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Control the key used by the staff.

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Double check the VIP’s room, make sure that VIP’s items are displayed.

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Perform other duties as maybe assigned.

Laundry Supervisor Reports to: Room Division Manager. Subordinates: Laundry Attendant and Public Area Cleaner. Job summary: He is responsible for planning, directing, controlling and coordination of all the activities of his staff. He ensures effective and smooth operation of the different section of his department. He leads as an example and trains his staff. Duties: - Plan and program the schedule of the staff. -

Make the inventory of the laundry store with the storekeeper.

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Program the daily laundry operation with the list of occupied rooms.

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Prepare the material for the daily operation.

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Check the quality and cleanliness of the .sheets, napkins and towels.

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Make a regular report to his superior.

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Control the equipment and material of his work area.

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Work closely with F&B department to know the daily needs of laundry.

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Work closely with the housekeeping supervisor to implement the services provided by his section.

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Check the stock of materials and amenities and submit the quantity of items to be ordered by his superior.

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Ensure that all laundry and articles are returned clean and without any stains damage.

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Coordinate with the engineering department for preventive maintenance programs and repairs for all equipment.

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Perform other duties as maybe assigned. - 10 -

Health Club Attendant Reports to: Room Division Manager. Subordinates: none. Job summary: He is in charge of the working operation of the Health Club. He sales all the services sold in his outlet. Duties: - Follow all rules and regulation contained in the employee handbook. -

Treat the guest with courtesy.

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Follow all required information to ensure that the guest has a pleasant stay.

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Apply the selling techniques.

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Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.

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Prepare all material and office supplies for the daily operation.

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Explain the type of services to the guests.

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Welcome and meet the guests.

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Take the reservation for the massage.

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Answer all the request of information concerning the health club facilities to the guest and give them all the needed explanation.

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Perform other duties as maybe assigned.

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Tasks list for health club attendant: 1. Open the Health Club. 2. Welcome and receive the guest. 3. Guide the guest into the Health Club. 4. Sell services. 5. Take booking for massage. 6. Handle reports. 7. Close the Health Club. 8. Handle lost and found For the massage girl: 1. Do the massage as requested by the guest. 2. In the absence of the receptionist, perform the above duties.

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Procedures for health club attendant: 1. Open the health club. 1.1. Organize and clean the desk. 1.1.1.Check if you have all the necessary items: 1.1.1.1.Pen. 1.1.1.2.Paper. 1.1.1.3.Reservation form for massage. 1.1.2.Put in order the desk. 1.1.2.1.Dust. 1.1.2.2.Prepare flowers to have an attractive desk. 1.2. Get the following supplies: 1.2.1.For reception desk and shelf. 1.2.1.1.Towels. 1.2.1.2.Fruits. 1.2.2.For the toilets and shower room: 1.2.2.1.Shampoo. 1.2.2.2.Soap. 1.2.2.3.Tissue paper. 1.3. Check and replenish drinking water. 1.4. Clean used glasses. 1.5. Check the condition of the sauna, steam, and massage… 1.6. Coordinate with Maintenance in case of problems. 2. Welcome and receive the guest. 2.1. When meeting a guest, smile and establish direct eye contact. 2.2. Use appropriates greeting. - 13 -

Good Morning/Afternoon/Evening. 2.3. Use the name of the guest, if known. 2.4. If not use: Sir or Madam. 2.5. Show an interest in the guest: How are you today? Did you sleep well? Did you enjoy your day? 2.6. Ask the guest what he wants: May I help you? 2.7. Thank guest and give closing comment by saying: Have a good day/afternoon/night. 3. Handle request. 3.1. Listen to get the facts. 3.2. Probe into the needs of guest by asking questions to clarify his request. 3.3. Explain what you can do or offer alternative. 3.4. Confirm with the guest that this is satisfactory. 3.5. Use positive words like: Certainly, I will be happy/glad to… 3.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 3.7. Follow up. 3.8. Give information to the guest. 3.8.1.Provide directions to the guest when asked. 3.8.2.Be sure that you are given the correct information. 4. Answer telephone. 4.1. Answer calls promptly after the second ring. Pen and paper in your hand. 4.2. Lift the receiver only when ready to talk. 4.3. Answer the call as per standards: 4.3.1.Greeting. Good morning/afternoon/evening. 4.3.2.Identify your department. 4.3.3.Identify yourself and then say: May I help you? 4.4. Use the voice with a smile. 4.5. If you wish the caller to identify himself ask politely: May I know who is calling please? Or - 14 -

May I tell him who is calling please? (If the call is for somebody else). 4.6. If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, please dial again. 4.7. Speak distinctly and clearly. 4.8. Listen carefully.

4.9. During a extended narration by the caller, indicate your presence on the line by saying: Of course. Yes, I understand. Certainly Madam/Sir. 4.10.If you answer a call for someone not available: I am sorry, Mr. X will be back in a few minutes. May I take a message? 4.11.Ask and write down the following information: 4.11.1.Name of caller. 4.11.2.Department/Company name. 4.11.3.Telephone number. 4.11.4.The message. 4.12.Repeat the message for accuracy. 4.13.Thank the caller: Thank you for calling, good bye. 4.14.Wait for the caller to replace the phone before you do. 4.15.Complete your message by writing down: 4.15.1.Your name. 4.15.2.Date and time of call. 5. Guide the guest into the health club. 5.1. When asked explain : 5.1.1.The different features of the facilities are offered. 5.1.2.The price. 5.1.3.How to use them. 5.2. Offer to assist guest in the fitness exercises in the gym.

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6. Sell services. 6.1. Be familiar with every type of services proposed in the Health Club. 6.2. Offer an appropriate greeting. 6.3. Listen carefully the guest’s request. 6.4. Find out the guest request. 6.5. Try to attract the guest by using words like: Delicious, pleasant, relaxant… to stimulate the desire of the guest. 6.6. Inform guest compliment service and try to sell other service. 6.7. Anticipate what the guest needs, ask questions. 6.8. Repeat the details. 6.9. Stop asking questions when the guest gives signal of buying or back off. 6.10.Take the booking. 6.11.Thank them even they decide not buy a service they can decide otherwise, anytime. 6.12.Always be positive, you represent the management and have an important role in showing the impression to the guest. 7. Take booking for massage. Fill up the form by asking the following information to the guest: 7.1.1.Name. 7.1.2.Room number. 7.1.3.Type of massage requested. 7.1.4.Date and time wanted. 8. Handle report: 8.1. Prepare and photocopy the massage service reports, with all the services sold for the day. 8.2. Check the bills in order to correct any mistake. 8.3. Take the bills to reception desk. 9. Close the health club. 9.1. Clean fitness center area. 9.1.1.Clean and dust all the items in the fitness room with a clean cloth. 9.1.2.Use the vacuum cleaner. 9.1.3.Clean health club area with a humid floor cloth. 9.1.4.Clean the toilets and shower room. 9.1.5.Empty the bins. 9.1.6.Collect the dirty towels for laundry. - 16 -

9.2. Before closing the health club, turn off the following: 9.2.1.Lights. 9.2.2.Sauna. 9.2.3.Jacuzzi. 9.3. Lock the door.

10. Handle lost and found. 10.1.Classification of lost and found items: 10.1.1.Perishable. Food and beverage items. 10.1.2.Non-valuable. Items such as clothes, shoes, bags, umbrellas and the like. 10.1.3.Valuable. Items such as money, jewelry, camera… 10.2.Found articles. All articles found anywhere on the hotel premises are to be returned immediately to the housekeeping office. 10.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will be entered in this ledger with the following date. 10.2.1.1.Date. 10.2.1.2.Room or location. 10.2.1.3.Description of the article. 10.2.1.4.Article number. 10.2.1.5.Name of finder. 10.2.1.6.Disposition and date. 10.2.2.The front office will let the guest know that an item was found in his room, by phone or mail. 10.2.3.If a guest claims an article he must sign a receipt with his identification items. 10.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be sent after proper identification. - 17 -

10.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will be advised about the incident so he could collect the item. 10.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be released to the finder.

10.3.Lost items. It is the duty of all attendants to protect the property of the hotel. 10.3.1.When cleaning, check the items such as: 10.3.1.1.Towel. 10.3.1.2.Folder. 10.3.1.3.Blanket. 10.3.1.4.Picture. 10.3.1.5.Vase. 10.3.2.Report to you direct superior any supplies missing from the room. He will ascertain the fact, false or careless accusation can trouble the reputation of the hotel. 10.3.3.If the item is proved to be missing, the supervisor will notify the fact to the concerned person and record the lost. 10.4.Inform immediately if you found broken or damaged property, notify your direct superior. 10.5.In case of burnt or damaged bedding or linen: 10.5.1.Leave the damaged item where it is. 10.5.2.Do not change the damaged item so that the concerned manager inspect item personally.

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On-the Job Training Record: Job Title: Health Club attendant.

Department: Room Division. Name of employee:

Skills, knowledge and tasks. 1. Open the Health club. 1.1. Organize and clean the desk. 1.2. Get supplies. 1.3. Check and replenish the drinking water. 1.4. Clean glasses. 1.5. Check the condition of the equipment. 2. Welcome and receive the guest. 3. Handle request. 4. Answer the phone. 5. Guide the guest into the Health Club. 6. Sell services. 7. Take booking for massage. 8. Handle report. 9. Close the Health Club. 9.1. Clean the area. 9.2. Turn off the equipment. 9.3. Lock the door. 10. Handle lost and found.

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Date

Perf.

of OJT

Grade

Signature Trainee

Trainer

Remarks:

Performance Grading: A- Good. B- Satisfactory. C- Needs Improvement.

Massage Attendant Reports to: Room Division Manager. Subordinates: none. Job summary: He is responsible for doing the massages to the guest as requested. Duties: - Follow all rules and regulation contained in the employee handbook. -

Treat the guest with courtesy.

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Follow all required information to ensure that the guest has a pleasant stay.

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Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.

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Prepare all material and office supplies for the daily operation.

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Welcome and meet the guests.

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Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.

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Prepare all material and office supplies for the daily operation.

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Explain the type of massages to the guests.

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Answer all the request of information concerning the health club facilities to the guest and give them all the needed explanation.

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Do the required massage for the guest.

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Update herself with the latest techniques for massage.

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Handle lost and found.

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Perform other duties as maybe assigned.

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Tennis Coach Reports to: Room Division Manager. Subordinates: none. Job summary: He is responsible for playing tennis with guests as required. Duties: - Follow all rules and regulation contained in the employee handbook. -

Treat the guest with courtesy.

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Follow all required information to ensure that the guest has a pleasant stay.

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Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.

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Prepare all material and office supplies for the daily operation.

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Welcome and meet the guests.

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Keep the court clean.

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Lock the door of the court when no guest uses it.

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Follow up the status and condition of court, racket and ball.

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Check with the Front Office to know about the tennis booking.

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Take part in the activities of the department and hotel.

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Perform other duties as maybe assigned.

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Glossary of terms for Front Office: Room status definition: Occupied: a guest is currently registered to the room. Complimentary:

the room is occupied, but the guest is assessed no charge for its uses.

Stay over:

the guest is not checking out today and will remain at least one more night.

On-change:

the guest has departed, but the room has not yet been cleaned and readied for re-

sale. Do not disturb:

the guest has requested not to be disturb.

Sleep-out:

a guest is registered to the room, but the bed has not been used.

Skipper:

the guest has left the hotel without making arrangements to settle his account.

Sleeper:

the guest has settled his or her account and left the hotel, but the front office staff

has failed to properly update the room’s status. Vacant and ready:

the room has been cleaned and inspected, and is read y for an arriving guest.

Out-of-order:

the room cannot be assigned to a guest. A room may be out-of-order for a variety of

reasons, including the need for maintenance, refurbishing and extensive cleaning. Lock-out:

the room has been locked so that the guest cannot re-enter.

DNCO (Did Not Check Out): the guest made arrangements to settle his or her account but has left without informing front office. Due out:

the room is expected to become vacant after the following day’s check-out time.

Check-out:

the guest has settled his or her account, returned the room keys and left the hotel.

Late check-out:

the guest has requested and is being allowed to check out later than the hotel’s

standard check-out time. Room types: Single:

a room assigned to one person. May have one or more beds.

Double:

a room assigned to two people. May have one or more beds.

Triple:

a room assigned to three people. May have two or more beds.

Quad or family:

a room assigned to four people. May have two or more beds. - 22 -

Queen:

a room with a queen-size bed. May be occupied by one or more people.

King:

a room with a king-size bed. May be occupied by one or more people.

Twin:

a room with two twin beds. May be occupied by one or more people.

Double-double:

a room with two double beds. May be occupied by one or more people.

Mini-suite or junior suite: a single room with a bed and a sitting area. Sometimes the sleeping area is in a bed room separate from the living room. Suite:

a parlor or living room connected to one or more bedrooms.

Connecting rooms: rooms with individual entrance doors from the outside and a connecting door between. Guest can move between rooms without going outside. Source of reservation: Frequent Individual Travelers (FIT): 1. Self booking: 1.1. Walk-in. 1.2. Telephone. 1.3. Telex. 1.4. Letter. 1.5. Internet. 2. Commercial account booking: Local representative office established a commercial account and made a reservation for one of their visitors in our hotel. The Sales and Marketing office submit the updated list of our commercial accounts. 3. Airlines booking. 3.1. Transit. 3.2. Layover. 3.3. Airlines regular passengers. 3.4. Packages. 4. Overseas travel agent. Agents without free sale or worldwide agreement. 5. Local travel agent. Agents with contact and entitled to have special room rates. 6. Free sale agents. Agents who are mostly overseas or appointed booking agents in local and overseas with free sale allotment.

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Group reservation. Making reservation for groups can involve working with a variety of contacts. Usually, when a group selects a hotel, it is representative deals with the hotel. 1. Convention, conference and meeting. A key to hosting a successful convention, conference or meeting is the close working relationship between all the concerned departments. Large conventions often require more than one property to accommodate all the delegates. All hotels should know which hotel is the convention headquarters. It will have the main convention activities and most of the hospitality suites. Concerning the accommodation of the conference, the hotel must determine the number and type of room it will commit for each day. The organizer will send the reservation requests to the hotel on the daily basis or in a master list, which will be updated periodically. In return, the hotel should inform the organizer of any reservations, amendments or cancellations that are sent directly to the hotel. A constant communication permits to manage and maximize the occupancy. 2. Tour groups. Tour groups are usually groups of people who have all of their arrangements, including accommodation, transportation and activities, organized for them. In checking the history of tour operators, or travel agents, the hotel should be especially careful in researching their reliability and past performance. Market segment definition. Full rate: Guestrooms sold at the hotel’s published rack rate. Commissionable to travel agents at a negotiated percentage. May be sold and confirmed freely by room type at the applicable rack rate. Commercial rate:

Corporate introductory rate for guest requesting at the Front Office or at the

time the reservation is made. The Front Office manager or supervisors are to use discretion when authorizing this rate segment. They should sign the reservation order or registration card. Obtain the guest’s company name card and forward all the sales office for sales call follow-up.

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Preferred rate:

Corporate contracted are offered to companies that agree to produce a

determinate number of room nights per year. The Sales department signs the contracts. Copies are on file in the reservation office for reference when the reservation is received and for walk-in guest. Travel Agency rate:

Frequent Individual Travelers (FIT) wholesale or volume rates are to

utilized by the Travel Agents to create packages which may include room, meals, transportation and other service of the hotel. Guest will check-in individually and present a coupon or voucher to the reception. The Sales department signs the contract with Travel agents and kept on file in the reservation office. In house package rate:

Packages designed by the hotel which include room and at least one other

service provided by the hotel such as meals, transportation… Generally none during specified periods and subject to the availability. Promotion rate:

Special promotional rates designed to increase room sales. Different from in

house package as this is a room only promotion rate. Generally there is none during promotional periods and subject to availability. Requests outside the promotional period require one of the concerned managers. Airline layover:

Airline layover room rate contracted or quoted. The sales departments signs

the contract which is filled in the reservation office. Airline crew:

Airline crew rate contracted or quoted. The sales departments signs the

contract which is filled in the reservation office. Travel industry discount rate: A reduced room rate for Airline, Travel Agent or Hoteliers. Reservation are required to obtain prior approval before confirming discounted room reservations. The signature of one of the designated manager is requested. Tour group rate:

Room rate for leisure groups larger than ten rooms. Or reservation made by

travel agent. The Front Office Manager or supervisor must authorize the group order. Ad hoc group:

One time group with seasonal rates. The Front Office Manager or supervisor

must authorize the group order. Exhibition, meeting and incentive rate: Room rate for large groups arriving for a conference. Large conventions often require more than one hotel to accommodate them. Check-in may be either group or FIT. House use:

Guestroom provided free of charge to employees of Victoria hotels, used for

working reasons. The room will not be included in the room sales report. The General Manager or the Room Division Manager are the only persons in the hotel to authorized house-use rooms. Heads of department should process applications for such accommodation during office hours. Complimentary:

Room provided complimentary, free of charge sometimes, to special guest

and employees of Victoria. The room will be included in the room sales report. - 25 -

Generally the complimentary room is offered to create a better image for the hotel or Management Company for person who may bring business or with special influence. The complimentary room need the prior approval of the General Manager or Room Division Manager.

Front Office Supervisor Reports to: Room Division Manager, Assistant Front Office Manager. Subordinates: Night Auditor, Receptionist, Reservation Attendant, Shop Attendant, Activity Guide, and Front Office Cashier. Job summary: He leads by example and manages the performance of his staff. He is in charge of the maintenance of all equipment and material in his working area. He carries out Front Office duties and assist in maintaining an efficient department. He assists his superior in ensuring that the guest satisfaction programs are implemented in accordance with Victoria’s philosophy. Duties: - Control the application of all safety and hygiene policy, regulation and procedures of the hotel. -

Report regularly to his superior concerning the daily operation.

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Transmit suggestion made by the guest and his subordinates to his superior.

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Transmit his knowledge to his subordinates.

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Participate in all Front Office meeting.

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Participate in all training provided by the Front Office Manager.

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Control the appearance and cleanliness of his subordinates.

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Check the cleanliness of his work area, equipment and material.

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Relate well with his staff.

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Control accurately the billing.

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Ensure the daily operation of the Front Office.

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Ensure the implementation of sales directives from the Head Office.

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Check the expected arrival list of the day. - 26 -

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Perform other duties as maybe assigned.

Night Auditor Reports to: Room Division Manager, Assistant Front Office Manager. Subordinates: None. Job summary: He checks the accuracy of front office accounting records and compiles a daily summary of hotel financial performance of the day. He is in charge of all guest requests during the night. Duties: - Post room charges and taxes to guest account. -

Process guest charge vouchers and credit card.

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Post guest charge purchase transactions not posted during the day by the front office cashier.

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Check all account postings and balances.

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Summarize the results of operations for reporting to management.

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Resolve room status discrepancies.

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Produce operational reports.

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Establish accurate records.

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Balance all department reports.

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Found and solve the cashier auditing problems.

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Answer the phone for the inside and outside calls.

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Handle and solve any complaints or problems with the guest.

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Handle night check in and check out.

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Perform other duties as maybe assigned.

Task list for Night Auditor: 1. Receive the float. 2. Print out the in-house guest list. 3. Reconcile the room status discrepancies. 4. Complete outstanding posting. 5. Check the bills. 6. Proceed modification and cancellation. 7. Handle reports. 8. Answer the phone. 9. Handle guest request and complaints. 10. Hand over evening shift report. 11. Handle lost and found.

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Procedures for Night Auditor: 1. Receive the float from the cashier. At the beginning of the shift the cashier must transmit you the keys and the float of the front office. 2. Print out the in-house guest list. 2.1. Run the list from the computer. 2.2. Check if all the expected arrival have checked in. 2.3. Check if all the expected departures have checked out. 2.4. Prepare a copy for the General Manager, F&B, Accounting, and Housekeeping departments. 2.5. Check if there is the birthday of any guest staying in the hotel. 2.6. Prepare the number of departure for the day after. 3. Reconcile room status discrepancies. 3.1. In a computerized system, the checkout process automatically changes the status of the room. Few discrepancies with housekeeping report should result. 3.2. Errors in room status can lead to lost room revenues and omissions in posting. 3.3. Review the in-house list and the housekeeping report to reconcile the occupancy status of all room. 4. Complete outstanding postings. 4.1. Ensure that all transaction that affecting Front Office accounts are posted to appropriate folios. 4.2. Confirm that all transaction have been posted prior to starting the audit. 4.3. Incomplete posting will lead to errors in account balancing and reports.

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5. Check the bill of all the rooms with the orders. 5.1. Control that every order has been charged on the guest account and any charge posted has a bill. 5.1.1.Rates. 5.1.2.Rack. 5.1.3.Number of person. 5.1.4.Nationality. 5.1.5.Duration of the stay. 5.1.6.Mode of payment. 5.2. Rectify any order or bill, if necessary. 5.3. Control the automatic billing system of the restaurant.

6. Proceed modification and cancellation when necessary. 6.1. Handle modifications. 6.1.1.Check and find out the mistake or error by computer or in the orders. 6.1.2.Keep tracks every details to amend accordingly in the computer and papers. 6.2. Handle cancellation. 6.2.1.Check and find out the exact mistake or error by computer or correspondences filing. 6.2.2.Keep tracks every details to cancel booking accordingly in the computer and correspondences. 6.2.3.File the cancellation in the appropriate location in order to provide any justification. 6.3. Report to the superior all cancellation or amendment to keep in-house occupancy control effectively. 7. Handle reports. 7.1. Daily revenue report. Report on the adequate form all the amount of the day. 7.1.1.F&B. 7.1.2.Mini bar. 7.1.3.Excursion and activities (massage, tennis...) 7.1.4.Laundry. 7.2. Nationality report. 7.2.1.Check all the guests in-house sent by Travel Agency and Tour Operator in the day. 7.2.2.Company. - 30 -

7.2.3.Country. 7.2.4.Status. 7.2.5.Number of person. 7.2.6.Number of room. 8. Welcome the guests 8.1. When meeting a guest, smile and establish direct eye contact. 8.2. Use appropriates greeting. Good Morning/Afternoon/Evening. 8.3. Use the name of the guest, if known. 8.4. If not use: Sir or Madam. 8.5. Show an interest in the guest: How are you today? Did you sleep well? Did you enjoy your day? 8.6. Ask the guest what he wants: May I help you? 8.7. Thank guest and give closing comment by saying: Thank you for coming, have a good day/ afternoon/ night. 9. Answer the phone. 9.1. Answer calls promptly after the second ring. Pen and paper in your hand. 9.2. Lift the receiver only when ready to talk. 9.3. Answer the call as per standards: 9.3.1.Greeting. Good morning/evening. 9.3.2.Identify your department. 9.3.3.Identify yourself and then say: May I help you? 9.4. Use the voice with a smile. 9.5. If you wish the caller to identify himself ask politely: May I know who is calling please? Or May I tell him who is calling please? (If the call is for somebody else). 9.6. If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, please dial again. 9.7. Speak distinctly and clearly. 9.8. Listen carefully. - 31 -

9.9. During a extended narration by the caller, indicate your presence on the line by saying: Of course. Yes, I understand. Certainly Madam/Sir. 9.10.If you answer a call for someone not available: I am sorry, Mr. X will be back in a few minutes. May I take a message? 9.11.Ask and write down the following information: 9.11.1.Name of caller. 9.11.2.Department/Company name. 9.11.3.Telephone number. 9.11.4.The message. 9.12.Repeat the message for accuracy. 9.13.Thank the caller: Thank you for calling, good bye. 9.14.Wait for the caller to replace the phone before you do. 9.15.Complete your message by writing down: 9.15.1.Your name. 9.15.2.Date and time of call. 10. Resolve any request or complaint from the guest. 10.1.Handle guest request. 10.1.1.Listen to get the facts. 10.1.2.Probe into the needs of guest by asking questions to clarify his request. 10.1.3.Explain what you can do or offer alternative. 10.1.4.Confirm with the guest that this is satisfactory. 10.1.5.Use positive words like: Certainly, I will be happy/glad to… 10.1.6.Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 10.1.7.Follow up. 10.1.8.Give information to the guest. 10.1.8.1.Provide directions to the guest when asked. 10.1.8.2.Be sure that you are given the correct information. 10.2.Wake-up call. - 32 -

10.2.1.Ask the guest the following information: 10.2.1.1.Time of call. 10.2.1.2.Room number. 10.2.1.3.Name of the guest. 10.2.2.Wake up guest with a warm voice by saying: Good Morning Mr./Mrs. . it is

o’clock. I hope you have a pleasant day.

10.2.2.1.If the guest did not answer a telephone wake-up call, call back in five minutes. If there is still no answer, request the bellboy to go to the guestroom and knock on his door. 10.3.Handle guest complaints. 10.3.1.Listen carefully to the guest complaint without interrupting. 10.3.2.Ask questions to clarify circumstances and determine guest’s needs. 10.3.3.Let the guest know that you appreciate his/her individual needs and problems. I understand how you feel, Sir/Madam… I am very sorry. 10.3.4.Share meaningful information and give reasons for policies. 10.3.5.Offer alternatives. 10.3.6.Let guest decide, refrain from trying to force the guest to do what you think is best. 10.3.7.Get guest committed to selected plan of action. 10.3.8.Keep body language open and non-defensive or confrontational. 10.3.9.Thank guest for pointing out the problem and bringing it to your attention. Thank you for informing us, Mr./Ms,… 10.3.10.Give closing comment which indicate that you will follow up: I will take care and sort the problem 10.3.11.If the complaint involve another department, call that department and inform them about the guest’s complaints and plan of action decided upon. 10.3.12.Follow up by checking with other departments and getting back to the guest as promised. 10.3.13.Log complaint and solution. 11. Hand over evening shift report. Note and explain every relevant event of the night for the next shift. 12. Handle lost and found. 12.1.Classification of lost and found items: 12.1.1.Perishable. Food and beverage items. - 33 -

12.1.2.Non-valuable. Items such as clothes, shoes, bags, umbrellas and the like. 12.1.3.Valuable. Items such as money, jewelry, camera… 12.2.Found articles. All articles found anywhere on the hotel premises are to be returned immediately to the housekeeping office.

12.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will be entered in this ledger with the following date. 12.2.1.1.Date. 12.2.1.2.Room or location. 12.2.1.3.Description of the article. 12.2.1.4.Article number. 12.2.1.5.Name of finder. 12.2.1.6.Disposition and date. 12.2.2.The front office will let the guest know that an item was found in his room, by phone or mail. 12.2.3.If a guest claims an article he must sign a receipt with his identification items. 12.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be sent after proper identification. 12.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will be advised about the incident so he could collect the item. 12.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be released to the finder. 12.3.Lost items. It is the duty of all attendants to protect the property of the hotel. 12.3.1.Report to you direct superior any supplies missing from the room. He will ascertain the fact, false or careless accusation can trouble the reputation of the hotel. 12.3.2.If the item is proved to be missing, the supervisor will notify the fact to the concerned person and record the lost. - 34 -

12.4.Inform immediately if you found broken or damaged property, notify your direct superior. 12.5.In case of burnt or damaged bedding or linen: 12.5.1.Leave the damaged item where it is. 12.5.2.Do not change the damaged item so that the concerned manager inspect item personally.

On-the Job Training Record: Job Title: Night Auditor.

Department: Room Division. Name of employee:

Skills, knowledge and tasks. 1. Receive float from the cashier. 2. Print out in-house guest list. 3. Reconcile room status discrepancies. 4. Complete outstanding posting. 5. Check the bill of all the rooms with the orders. 6. Proceed modifications and cancellations. 7. Handle reports. 7.1. Daily revenue report. 7.2. Nationality report. 8. Welcome the guest. 9. Answer the phone. 10. Resolve any request or complaint from guest. 10.1.Request. 10.2.Wake up call. 10.3.Complaints. 11. Hand over evening shift report. 12. Handle lost and found.

Remarks:

Date

Perf.

of OJT

Grade

Signature Trainee

Performance Grading: A- Good. - 35 -

Trainer

B- Satisfactory. C- Needs Improvement.

Receptionist Reports to: Assistant Front Office Manager. Subordinates: None. Job summary: He implements all policy and procedures of Front Office by enhancing the quality of services. He assists the guest efficiently, courteously and professionally in all Front Office related function. He maintains a high standard of service and hospitality at all the times. He is responsible to meet and to talk to the guest at all times with a cheerful disposition and a positive service attitude in accordance to Victoria’s philosophy. Duties: - Welcome and register the guest according to the procedures. -

Assign room and accommodate special request whenever possible.

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Assist in pre registration and blocking of reservation when necessary.

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Stay up-to-date on room rates, package, discounts and how to handle each.

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Review the room rates, room location, types of room and room rack operation.

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Develop knowledge about the staff, services and hours of operation in the hotel.

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Promptly notify housekeeping of all late check out, early check in and special requests.

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Handle walk-in reservation or cancellation procedures.

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File room keys.

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Develop thorough knowledge of the software used in the Front Office.

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File and post all charges to guests.

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Use proper telephone etiquette.

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Follow the message handling procedures.

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Report any unusual occurrences and requests to his superior.

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Get information about of the daily activities and meetings taking place in the hotel.

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Follow all safety and emergency procedures and how to act upon them. - 36 -

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Follow accident prevention policies.

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Maintain the cleanliness and neatness of the front desk area.

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Handle of every kind of request and complaints of the guests.

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Keep properly the accounts of the guests for their expenses during their stay and charge them upon departure or any time they ask for it.

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Handle room changes according to availability.

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Control the issue of room key and conduct the daily inventory.

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Give suggestions and comments to his direct superior.

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Handle all inquiries of guests and give all the information required.

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Inform the bellboy of the arrivals.

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Prepare all the necessary forms required to carry out the daily operation.

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Perform other duties as maybe assigned.

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A professional receptionist has to develop the following skills and knowledge to be able to perform the tasks listed below: -

Product knowledge, manual available in each department.

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Services provided.

Task list for receptionist: 1. Welcome and greet guests. 2. Determine and meet the needs of the guests. 3. Check the arrival list and profiles. 4. Sell room effectively. 5. Check in the guest. 6. Post all charges. 7. Coordinate room movements. 8. Handle messages. 9. Handle mail and packages. 10. Answer telephone. 11. Verify all the charges. 12. Communicate with all the departments. 13. Control and make the inventory of the room keys. 14. Take room reservation. 15. Handle reports. 16. Handle lost and found. 17. Handle amendment and cancellation.

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Procedures for receptionist: 1. Welcome and greet Guests 1.1. When meeting a guest, smile and establish direct eye contact. 1.2. If you are not unable to attend to a guest immediately, acknowledge him/her by making eye contact and smiling. 1.3. Use appropriates greeting. Good Morning/Afternoon/Evening. 1.4. Use the name of the guest, if known. 1.5. If not use: Sir or Madam. 1.6. Show an interest in the guest: How are you today? Did you sleep well? Did you enjoy your day? 1.7. Ask the guest what he wants: May I help you? 1.8. Thank guest and give closing comment by saying: Have a good day/afternoon/night. 2. Determine and meet the needs of the guest. 2.1. Handle guest request. 2.1.1.Listen to get the facts. 2.1.2.Probe into the needs of guest by asking questions to clarify his request. 2.1.3.Explain what you can do or offer alternative. 2.1.4.Confirm with the guest that this is satisfactory. 2.1.5.Use positive words like: Certainly, I will be happy/glad to… 2.1.6.Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 2.1.7.Follow up. 2.1.8.Give information to the guest. 2.1.8.1.Provide directions to the guest when asked. - 39 -

2.1.8.2.Be sure that you are given the correct information. 2.2. Handle wake-up call. 2.2.1.Ask the guest the following information: 2.2.1.1.Time of call. 2.2.1.2.Room number. 2.2.1.3.Name of the guest. 2.2.2.Dial the room number and wake up guest with a warm voice by saying: Good Morning Mr./Mrs. __. It is __ o’clock. I hope you have a pleasant day. 2.2.2.1.If the guest does not answer the wake-up call, call back in five minutes. If there is still no answer, request the bellboy to go to the guestroom and knock on his door. 2.3. Handle guest complaints. 2.3.1.Listen carefully to the guest complaint without interrupting. 2.3.2.Ask questions to clarify circumstances and determine guest’s needs. 2.3.3.Let the guest know that you appreciate his/her individual needs and problems. I understand how you feel, Sir/Madam… I am very sorry. 2.3.4.Share meaningful information and give reasons for policies. 2.3.5.Offer alternatives. 2.3.6.Let guest decide, refrain from trying to force the guest to do what you think is best. 2.3.7.Get guest committed to selected plan of action. 2.3.8.Keep body language open and non-defensive or confrontational. 2.3.9.Thank guest for pointing out the problem and bringing it to your attention. Thank you for informing us, Mr./Ms,… 2.3.10.Give closing comment which indicate that you will follow up: I will take care and sort the problem 2.3.11.If the complaint involve another department, call that department and inform them about the guest’s complaints and plan of action decided upon. 2.3.12.Follow up by checking with other departments and getting back to the guest as promised. 2.3.13.Log complaint and solution. 3. Check arrival list and profiles: 3.1. Check the expected arrival on any specific date. 3.2. Identify the time for expected arrival of groups. 3.3. Double check VIP booking. 3.3.1.Time of arrival. - 40 -

3.3.2.Special request. 3.4. Ensure that the fruit basket has been placed in the room. 3.5. Identify regular and repeat customers to ensure recognition upon check-in. 3.6. Note any special requirements: 3.6.1.Early or late arrivals. 3.6.2.Early or late checkout. 3.7. Send a copy to the housekeeping and F&B department. 3.8. Ensure all registration cards are printed. 4. Sell room effectively: 4.1. Be familiar with every type of the accommodation and services. Make inspection trips through each of the various types of rooms to refresh you memory. Remember the following: 4.1.1.Capacity of the hotel. 4.1.2.Details concerning the different room rates (view, facilities, and private terrace…). 4.2. Be able to explain price policy. 4.2.1.Room rates. 4.2.2.Extra bed. 4.3. Clarify the guest segmentation. Observe people and try to classify them. 4.4. Offer an appropriate greeting. 4.5. Listen carefully to the guest’s request. 4.6. Find out the guest request. 4.6.1.How long? 4.6.2.How many person? 4.6.3.What kind of room? 4.7. Do not sell at minimum price, try to sell top down. 4.8. Do not give up on prospective guest. Stress the benefits. 4.9. Sell the room, not the rate. Promote outside locations with a view of the area to visitors and new guest. Offer a range clearly indicating the advantage of one room over another. Use words like “ cozy, delicious, sunny…” to stimulate the desire of the guest. 4.10. Inform guest about complimentary service and try to sell other services. Mention dining facilities particularly to the guest arriving just prior to mealtimes. 4.11.If necessary, ask a bellboy to show him through several types of room. This may often sell the most hesitant guest. 4.12.Ask guest to reconfirm his booking by way of a written document to avoid misunderstanding. 4.13.For special promotions, the head of department has to be informed before any decision is taken. - 41 -

4.14.Anticipate what the guest needs, ask questions. 4.15.Repeat the details 4.16.Offer alternatives. 4.17.Stop asking questions when the guest gives signal of buying or back off. 4.18.Thank them even they decide not stay in our hotel, they can decide otherwise, anytime. 4.19.Always be positive, you represent the management and have an important role in showing the first impression to the guest. 5. Check in the guest. 5.1. Check in FIT guest: 5.1.1.Greet the guest. 5.1.2.Find reservation and check booking details. Mr./Ms. _, I have your reservation right here. We were expecting your arrival. 5.1.3.Perform registration: 5.1.3.1.Ask the guest to present his passport. Sir/Madam, I will need your passport. May I have it please? 5.1.3.2.Fill up the registration form. 5.1.3.2.1.Name. 5.1.3.2.2.Number of guest. 5.1.3.2.3.Room rate. 5.1.3.2.4.Number of the room. 5.1.3.2.5.Individuals, group, travel agency or tour operator. 5.1.3.2.6.Nationality. 5.1.3.2.7.Arrival and departure dates. 5.1.3.3.Fill up the registration card for the police. 5.1.3.3.1.Name. 5.1.3.3.2.Nationality. 5.1.3.3.3.Gender. 5.1.3.3.4.Number of passport. 5.1.3.3.5.Signature of the guest: Mr./Ms. _, May I have your signature for the registration card? 5.1.4.Confirm with the guest the following information: 5.1.4.1.The number of person. 5.1.4.2.The type of room. 5.1.4.3.The room rate. - 42 -

5.1.4.4.Duration of stay. 5.1.4.5.Date of departure and time for check out. 5.1.5.If the form filled out by the guest is incomplete, complete it carefully with the information provided by the guest. 5.1.6.Inform the guest if any messages have arrived (mail, telex, and fax…), give them to him or her or indicate where they are delivered or sent. 5.1.7.Ask the guest if he needs future reservation: Sir/Madam, do you need a future reservation? 5.1.8.If the room is not yet available. 5.1.8.1.Offer your apologies and indicate when the room will be available. 5.1.8.2.Propose a solution while the guest waits. 5.1.9.Direct the guest to the room: 5.1.9.1.Offer bell service by saying: Sir/Madam, our Bell service will help you with your luggage. 5.1.9.2.Direct the bell person. Please show Mr./Ms. to his room. 5.1.9.3.Show guest the way to his room if no help is need. 5.1.10.Wish guest a pleasant stay: I hope that you enjoy your stay in our hotel. Please let us know if there is any thing that we can do to make your stay more comfortable. 5.1.11.Complete administrative steps: 5.1.11.1.Process registration in the computer. 5.1.11.2.Check spelling of the surname and given name of the guest. 5.1.12.Notify other departments. 5.1.12.1.Housekeeping. 5.1.12.2.F&B department. 5.2. Check-in a group. 5.2.1.Prior to the group arrival: 5.2.1.1.Prepare the room assignment form and attach the group file. 5.2.1.2.Prepare the group perks if any (travel tips, welcome letters…). 5.2.1.3.Prepare the registration card and welcome booklet. 5.2.1.4.Assign room to group members using the rooming list and enter all room number blocked into the computer. 5.2.1.5.Complete the assignment form and pass it to Housekeeping. - 43 -

5.2.1.6.Prepare room keys. 5.2.1.7.Ensure that a parking space is available for the bus when it arrives with the group. 5.2.1.8.Make sure that everything is done before the group arrived. 5.2.2.Upon the group’s arrival. 5.2.2.1.Greet the group and the tour leader. 5.2.2.2.The supervisor or manager must be present to greet the group: My name is …, I am the Front Office (supervisor, assistant or manager). Welcome to Victoria __ hotel. 5.2.2.2.1.Show guest the way to the check-in venue. 5.2.2.2.2.Assist them to get the check-in venue if possible. 5.2.2.3.Ensure that the group file contains the reservation, final rooming list, welcome booklet, room keys and registration cards. Give it to the tour leader and inform him/her of any subsequent change during the stay. 5.2.3.At the front office, perform the administrative steps: 5.2.3.1.Collect guest passports. 5.2.3.2.Ask guest to sign the registration form. 5.2.3.3.Confirm the number of person, room and length of stay with the group leader. 5.2.3.4.Give room keys to group leader to deliver to the group members. 5.2.3.5.Introduce the meal arrangement: The breakfast is served at the… restaurant. It is located on… 5.2.3.6.Upsell property features. 5.2.3.7.Thank the guest and give closing comments by saying: I hope that you will enjoy your stay. Please let us know if there is anything we can do to make your stay more comfortable. 5.2.4.Direct guest to the room: 5.2.4.1.Offer bell service. 5.2.4.2.Direct bell person. 5.2.4.3.Show guest the way to his room if no help is needed. 5.2.5.Complete administrative steps: 5.2.5.1.Process registration in the computer. 5.2.5.2.Take the signature of the group leader in the master registration card. 5.2.5.3.Double check spelling of names. - 44 -

5.2.5.4.Complete the registration form. 5.2.5.5.Clarify with the group leader about the quantity of passports received. 5.2.5.6.File and distribute group reports to departments concerned. 6. Post all charges. 6.1. Receive the order made and signed by the guest. 6.2. Check the name and room number of the guest. 6.3. Open the account on the computer. 6.4. Charge the service on the account. 6.5. Charge orders coming from: 6.5.1.Concierge: 6.5.1.1.Car transportation. 6.5.1.2.Motorbike or bicycle rental. 6.5.2.F&B: 6.5.2.1.Consumption in the restaurant. 6.5.2.2.Consumption in the bar. 6.5.3.Laundry. 6.5.3.1.Laundry, dry clean, pressing services… 6.5.3.2.Repairs of laundry items. 6.5.4.Housekeeping. 6.5.4.1.Consumption of the mini bar. 6.5.5.Health club. 6.5.5.1.Massage and/or other services. 6.5.6.Front office. 6.5.6.1.Excursion. 6.5.6.2.Faxes. 6.5.6.3.Use of Internet. 6.5.6.4.Telephone. 6.5.6.4.1.Print the daily call lists. 6.5.6.4.2.Check the guest calls. 6.5.6.4.3.Check the cost of the calls. 6.5.6.4.4.Charge into the account. 6.5.6.5.Any special order. 6.5.6.5.1.Flowers. 6.5.6.5.2.Fruits. - 45 -

6.5.6.5.3.Cigarettes. 6.5.6.5.4.Post cards. 7. Coordinate room movements. 7.1. Check the arrival list of the day. 7.2. Note any modification or new information for the day such as: 7.2.1.Any request from guest: 7.2.1.1.Room change scheduled for the day. 7.2.2.Expected arrival of joiners (wife, other family members...). 7.2.3.Guest’s request for sending all his messages and fax to his room immediately. 7.2.4.If there is any VIP guest arriving today: 7.2.4.1.Necessary amenities. 7.2.4.2.Room number. 7.2.4.3.Expected time of arrival. 7.2.4.4.Any special request. 7.3. Write on the reception’s diary any information for future follow up such as: 7.3.1.A guest is due to change rate or room on a certain day. 7.3.2.A guest’s wife or joiner is expected to join-in on a certain date. 7.3.3.Any guest’s request and complaints or extraordinary request and solutions. 8. Handle messages 8.1. If you have to take a message for someone not available: I am sorry, Mr. X will be back in a few minutes. May I take a message? 8.2. Ask and write down the following information: 8.2.1.Name of the person. 8.2.2.Department/Company name. 8.2.3.Telephone number. 8.2.4.The message. 8.3. Repeat the message for accuracy. 8.4. Thank the person: Thank you Madam/Sir, good bye. 8.5. Complete your message by writing down: 8.5.1.Your name. 8.5.2.Date and time. 8.6. Ask the bellboy to deliver the message to the guest’s room. - 46 -

8.7. If the telephone is equipped with message lights, activate the corresponding light immediately after taking the message. 8.8. If the message contains obviously important news, do not send it to the guest’s room, but inform the designated superior. 9. Handle mail and packages. 9.1. Handle incoming mail. 9.2. Find out if the guest is registered 9.2.1.Check the in-house guest list or the data from the computer. 9.2.2.For registered guest. 9.2.2.1.Mark the guestroom number on the envelope received. 9.2.2.2.Ask the bellboy to bring the mail or package to the guestroom. 9.2.2.3.If the guest is not inside the room, the bellboy must let a message notification form to let the guest know that he has to go to the front office to collect his mail. 9.2.2.4.If the telephone is equipped with message lights, activate the corresponding light immediately after receiving the mail. 9.2.3.For guest with future reservation. 9.2.3.1.Mark down the arrival date of the guest on the envelope. 9.2.3.2.Pass the mail to the Reservation Section to attach it to the reservation correspondence of the guest. 9.2.3.3.Place the envelope in a safe drawer, awaiting the guest’s pick up. 9.2.3.4.Before the guest’s arrival date, attach a reminder message to the guest registration card. 9.2.3.5.Upon the guest arrival deliver the envelope to the guest. 9.2.4.For guest who have already checked out. 9.2.4.1.If the forwarding address is known, mail the letter. 9.2.4.2.If the phone number is available and if it is possible, call and inform the guest that an envelope has been sent to the hotel. 9.2.4.3.Ask him what he prefers to be done with the mail or package. 9.2.5.For hotel executives. Ask the bellboy to deliver the envelope to the executive concerned. 9.3. Record message notification form for mail and packages. 9.3.1.Write date and time. 9.3.2.Write guest’s name and room number. 9.3.3.Write your initial. 9.3.4.Indicate where the mail or package is being kept. - 47 -

9.4. Handle special delivery. 9.4.1.Phone guest’s room to notify him or her about the receipt. 9.4.2.If no response, put a reminder in the room. 9.5. The procedure is almost the same for the incoming faxes and emails. 9.6. Collect the outgoing mail and packages of the guest. 9.6.1.Collect the guest outgoing mails. 9.6.2.Check if there is a stamp put on the mails. 9.6.3.Deliver the mails to the postman for posting. 10. Answer telephone. 10.1.Answer calls promptly after the second ring. Pen and paper in your hand. 10.2.Lift the receiver only when ready to talk. 10.3.Answer the call as per standards: 10.3.1.Greeting. Good morning/afternoon/evening. 10.3.2.Identify your department. 10.3.3.Identify yourself and then say: May I help you? 10.4.Use the voice with a smile. 10.5.If you wish the caller to identify himself ask politely: May I know who is calling please? Or May I tell him who is calling please? (If the call is for somebody else). 10.6.If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, please dial again. 10.7.Speak distinctly and clearly. 10.8.Listen carefully. 10.9.During a extended narration by the caller, indicate your presence on the line by saying: Of course. Yes, I understand. Certainly Madam/Sir. 10.10.If you answer a call for someone not available: - 48 -

I am sorry, Mr. X will be back in a few minutes. May I take a message? 10.11.Ask and write down the following information: 10.11.1.Name of caller. 10.11.2.Department/Company name. 10.11.3.Telephone number. 10.11.4.The message. 10.12.Repeat the message for accuracy. 10.13.Thank the caller: Thank you for calling, good bye. 10.14.Wait for the caller to replace the phone before you do. 10.15.Complete your message by writing down: 10.15.1.Your name. 10.15.2.Date and time of call. 11. Verify all charges. Before filing the orders, check on the computer if the order has been charged to the correct room number and with the correct amount. 12. Communicate with all the departments of the hotel. 12.1.F&B. 12.1.1.Communicate the daily number of in-house guest. 12.1.2.Communicate any special request made by guest. 12.1.3.Receive the menu, prices and any special dish from the restaurant. 12.2.Laundry. 12.2.1.Check any request for laundry services from guest. 12.2.2.Communicate the number of blocked rooms. 12.2.3.Relay information for re pick-up or delivery of the laundry items. 12.3.Housekeeping. 12.3.1.Communicate the arrival list to help them to schedule the daily operation. 12.3.2.Notify any early check-in or late checkout. 12.3.3.Notify the VIP room. 12.4.Maintenance. 12.4.1.Relay information any kind of repair needed in the guestroom. 12.4.2.The maintenance must communicate to the front office any problems in the guestroom. - 49 -

13. Control and inventory of the room keys. 13.1.Check with the arrival list that the necessary keys are in the key box. 13.2.Control if the keys for the check out guestrooms are in the key box. 14. Take room reservation. 14.1.For walk-in guest: 14.1.1.Greet the guest. 14.1.2.If rooms are available. 14.1.2.1.Mention positive features of room by saying: Yes, Sir we have a lovely room for you. 14.1.2.2.Demonstrate professional and polite attitude towards the guest. 14.1.2.3.Remember the following: 14.1.2.3.1.If the walk-in guest looks suspicious refer to the superior before informing the guest about our room situation. 14.1.2.3.2.Give first priority to the return guest. 14.1.3.If rooms are not available. 14.1.3.1.Apologize to guest by saying: I am sorry, we are booked for this evening. 14.1.3.2.Offer an alternative, be sure to offer hotels with the same standards as ours: May I call another hotel for you? 14.1.3.3.Call up to hotel 14.1.3.4.If the guest will have a longer stay, says: We could reserve a room for you by (tomorrow, two days after) Would that be convenient for you? 14.1.3.5.If the guest says yes, block the room for him. Then say: For your convenience, our hotel car will take you to __ Hotel and bring you back to our hotel (tomorrow/two days after). 14.2.By phone. 14.2.1.Greet the guest. Good morning/ afternoon/evening. 14.2.2.Identify your department. Reservation department. 14.2.3.Offer services: May I help you? - 50 -

14.2.4.Clarify arrival and departure dates by saying: Yes sir, you would like a room on … and stay for … nights. 14.2.5.Check room availability. Let me check room availability for your, Sir/Madam. I would like to offer you a very nice deluxe room at… Will it be all right for you? 14.2.6.Re confirmation on Room type and rate. So, you will book a … room at … plus… 14.2.7.Ask the name and the number of expected guests: May I have your name, please? How many people would stay with you? 14.2.8.Ask for caller name and phone number. 14.2.9.Clarify details upon guest request for written confirmation. May I know to whom I will send the reconfirmation, Mr./Ms…? 14.2.10.Ask the guest for the expected time of arrival. 14.2.11.Offer transportation arrangement if possible. By the way could you please tell me what time the guest is expected to arrive? Would you like us to arrange the transportation to pick the guest up? The transportation fee is…? 14.2.12.Note down special request to follow up upon guest arrival. Is there any thing else we need to note regarding your booking, Mr./Ms. __? 14.2.13.Repeat the details for accuracy. May I confirm your booking again, Mr./Ms. __? 14.2.14.Thank the guest and close the booking by using any of the following phrases: We will be happy to see you on (date of arrival). Is there anything else I can do for you, Mr./Ms. __? Thank you for calling and I hope you will have a pleasant stay in our hotel? Have a nice day, Mr./Ms…Goodbye. 15. Handle reports. 15.1.Run following reports. 15.1.1.Daily Four-day Forecast. Check the expected arrival for the next four days in the computer. 15.1.2.Four-Month Forecast Report. - 51 -

Check in the computer the expected arrival for the next four months. 15.2.Balance daily work. 15.2.1.In-house guests list. Check the number of guest check-in in the computer. 15.2.2.Shift report. At the end of the shift, report any necessary information for the next shift, for example the number of guests who have not yet checked in or checked out. 15.3.The receptionist can be asked to help the reservation to make reports for them such as the FourMonth Room Occupancy Forecast. 16. Handle lost and found. 16.1.Classification of lost and found items: 16.1.1.Perishable. Food and beverage items. 16.1.2.Non-valuable. Items such as clothes, shoes, bags, umbrellas and the like. 16.1.3.Valuable. Items such as money, jewelry, camera… 16.2.Found articles. All articles found anywhere on the hotel premises are to be returned immediately to the housekeeping office. 16.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will be entered in this ledger with the following date. 16.2.1.1.Date. 16.2.1.2.Room or location. 16.2.1.3.Description of the article. 16.2.1.4.Article number. 16.2.1.5.Name of finder. 16.2.1.6.Disposition and date. 16.2.2.If a guest claims an article he must sign a receipt with his identification details. 16.2.3.If a guest requests an article to be returned by mail, list when, where and how the item will be sent after proper identification. 16.2.4.Any valuables found in unoccupied room have to be checked by the supervisor. The guest will be advised about the incident so he could collect the item. 16.3.Lost items. - 52 -

It is the duty of all attendants to protect the property of the hotel. 16.4.Inform immediately if you found broken or damaged property, by notifying your direct superior. 17. Handle room amendments. 17.1.Handle guest request for amendment. 17.1.1.Check and find out the exact number of guest reservation from the computer or from the files of correspondences received. 17.1.2.Identify who makes the call to amend the booking. 17.1.3.Listen carefully to the amendment details as advised by the guest. 17.1.4.Check the room availability to see if request could be accommodated. If not, offer alternatives. 17.1.5.Sell the hotel products and services. 17.1.6.Conform with the guest if the final solution is satisfactory. 17.1.7.Repeat the amendment details for accuracy. 17.1.8.Keep track of every details to amend the booking accordingly in the computer and in the correspondences. 17.2.Handle guest cancellation. 17.2.1.Check and find out the exact details of guest reservation from the computer or from the files of correspondences received. 17.2.2.Identify who makes the call to cancel the booking. 17.2.3.Listen carefully to why the guest is canceling the booking. 17.2.4.Offer alternatives dates for the booking. 17.2.5.Thank the guest for calling and end the conversation on a positive note. 17.2.6.Keep track of every details to cancel booking accordingly in the computer and correspondences. 17.2.7.File the cancellation correspondences for follow up of possibilities for future bookings. 17.3.Report to the superior all cancellation or amendment to control occupancy effectively.

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On-the Job Training Record: Job Title: Receptionist

Department: Room Division. Name of employee: Date of OJT

Skills, knowledge and tasks.

Perf. Grade

Signature Trainee

1. Welcome and greet the guest. 2. Determine and meet the needs of the guest. 2.1. Handle guest requests. 2.2. Handle wake up call. 2.3. Handle guest complaints. 3. Check arrival list and profiles. 4. Sell room effectively. 5. Check in the guest. 5.1. FIT guest. 5.2. Group. 6. Post all charges. 7. Coordinate all room movements. 8. Handle message. 9. Handle mail and packages. 9.1. Incoming mails. 9.2. Special delivery. 9.3. Faxes and emails. 9.4. Outgoing mails and packages. 10. Answer the phone. 11. Verify all charges. 12. Communicate with all departments of the hotel. 13. Control and inventory the room keys. 14. Take room reservation. 14.1.Walk-in guest. 14.2.By phone. 15. Handle reports. 16. Handle lost and found. 16.1.Found articles. 16.2.Lost items. 17. Handle room amendments and cancellations. 17.1.Amendments. 17.2.Cancellations.

Remarks:

Performance Grading: A- Good. B- Satisfactory. C- Needs Improvement.

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Trainer

Front Office Cashier Reports to: Assistant Front Office Manager. Subordinates: None. Job summary: He checks the guests out of the hotels. Duties: - Operate electronic cash register. -

Know cash handling procedures.

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Complete guest check-in procedures.

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Handle safe deposit boxes in accordance to the procedures.

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Maintain the safe deposit.

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Change currency by the daily rates, decided by accounting.

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Balance the cash, traveler’s checks, currency, credit cards received and hand them to the accounting department.

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Verify the transfer of guest balance from other departments like the restaurant.

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Prepare the bill for the guests.

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Make reports to the accounting department.

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Verify if all the expenses have been charged on the bills of the guest and their amount.

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Handle payments.

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Complete guest checkout procedures.

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Settle guest account.

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Prepare the records upon checkout and in.

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Prepare change request.

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Perform other duties as maybe assigned.

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Task List for front office cashier: 1. Collect cash float. 2. Welcome the guest. 3. Answer the phone. 4. Handle request. 5. Handle guest check in. 6. Handle safety deposit boxes. 7. Post all charges and verify the balance. 8. Change foreign currency. 9. Handle guest check out. 10. Handle cash payments. 11. Prepare reports. 12. Handle lost and found.

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Procedures for front office cashier: 1. Collect cash float. Collect floats from account, count the amount and place the float in the float box. 2. Welcome the guests 2.1. When meeting a guest, smile and establish direct eye contact. 2.2. Use appropriates greeting. Good Morning/Afternoon/Evening. 2.3. Use the name of the guest, if known. 2.4. If not use: Sir or Madam. 2.5. Show an interest in the guest: How are you today? Did you sleep well? Did you enjoy your day? 2.6. Ask the guest what he wants: May I help you? 2.7. Thank guest and give closing comment by saying: Thank you for coming, have a good day/ afternoon/ night. 3. Answer the phone. 3.1. Answer call promptly after the second ring. Pen and paper in your hand. 3.2. Lift the receiver only when ready to talk. 3.3. Answer the call as per standards: 3.3.1.Greeting. Good morning/afternoon/evening. 3.3.2.Identify your department. 3.3.3.Identify yourself and then say. May I help you? 3.4. Use the voice with a smile. 3.5. If you wish the caller to identify himself ask politely: May I know who is calling please? Or May I tell him who is calling please? (If the call is for somebody else). 3.6. If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, - 57 -

Please dial again. 3.7. Speak distinctly and clearly. 3.8. Listen carefully. 3.9. During a extended narration by the caller, indicate your presence on the line: Of course. Yes, I understand. Certainly Madam/Sir. 3.10.If you answer a call for someone not available: I am sorry, Mr. X will be back in few minutes. May I take a message? 3.11.Ask and write down the following information: 3.11.1.Name of caller. 3.11.2.Department/Company name. 3.11.3.Telephone number. 3.11.4.The message. 3.12.Repeat the message for accuracy. 3.13.Thank the caller: Thank you for calling, good bye. 3.14.Wait for the caller to replace the phone before you do. 3.15.Complete your message by writing down: 3.15.1.Your name. 3.15.2.Date and time of call. 4. Handle request. 4.1. Listen to get the facts. 4.2. Probe into the needs of guest by asking questions to clarify his request. 4.3. Explain what you can do or offer alternative. 4.4. Confirm with the guest that this is satisfactory. 4.5. Use positive words like: Certainly, I will be happy/glad to… 4.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 4.7. Follow up. 4.8. Give information to the guest. 4.8.1.Provide directions to the guest when asked. 4.8.2.Be sure that you are given the correct information. - 58 -

4.9. If you don’t have the right information say: May I check the information for you? 4.10.If you are on the phone : 4.10.1.hold the line and thank him for waiting once you get back to the caller. 4.10.2.For information that will take time to secure, say: May I call you back, Mr./Mrs., as soon as I have the information. 4.10.3.Call him back and give the information. 5. Handle guest check in. 5.1. Opening folio. 5.1.1.When a new guest arrives begin a new folio, even if he is occupying a room vacated earlier. 5.1.2.Type and record in the computer the following information: 5.1.2.1.Name of the guest. 5.1.2.2.Address. 5.1.2.3.Room number. 5.1.2.4.Date of arrival. 5.1.2.5.Rate and number of persons. 5.1.3.Enter the room number and the opening balance to open the folio. In the computer that will be zero unless a deposit has been paid. 5.1.4.Post the first charge, which is usually the room rate. 5.1.5.Enter in the voucher the other charges. 5.1.6.Do all posting in the same way. 5.1.7.Enter the room number. 5.1.8.Enter the charge on the computer. 5.1.9.The computer calculates a new balance. 5.1.10.Enter he room charge as the account is opened and add any other charges as other vouchers come trough. 5.1.11.For business travelers or groups you will be requested to open split folios. 5.1.11.1.Separate the charges of the guest into two or more folios. 5.1.11.2.In cases of billing to the guest’s company, set up one folio for the room and tax charges. 5.1.11.3.Set up another folio to track incidental charges, such as telephone calls, food and beverages, which are paid directly by the guest as per instructions in the booking.

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5.1.11.4.For a group, the charges incurred as a whole are normally posted to the master account folio for billing to the agent. 5.1.11.5.All other charges are the responsibility of the individual members of the group and are posted to their folio accounts. 5.2. Maintaining folio. 5.2.1.Enter all the charges as they come through. It keeps the bill and tab up-to-date. It is essential that this is done systematically. 5.2.2.Enter any credits or allowances when they arise. This allows you to make any necessary adjustments. 5.2.3.All bill entries are simultaneously recorded in the computer’s memory. All additions and subtractions are handled automatically. Bill and ledger totals have to reconcile, since it is still possible to enter a charge incorrectly. 5.2.4.The folios are kept in chronological room number order. 6. Handle safety deposit boxes. Safety boxes are available to all in-house guests at no charge. 7. Post all charges and verify the balance. 7.1. Receive the vouchers made and signed by the guest. 7.2. Check the name and room number of the guest. 7.3. Open the account on the computer. 7.4. Charge the service on the account. 7.5. Charge orders coming from: 7.5.1.Concierge: 7.5.1.1.Car transportation. 7.5.1.2.Motorbike or bicycle rental. 7.5.2.F&B (the system of billing for the restaurant is connected with the front office, so the bill is directly posted in the guest account. The cashier collects the printed bills and vouchers for control. 7.5.2.1.Consumption in the restaurant. 7.5.2.2.Consumption in the bar. 7.5.3.Laundry. 7.5.3.1.Dry clean, pressing and laundry. 7.5.3.2.Repairs. 7.5.4.Housekeeping. 7.5.4.1.Consumption of the mini bar. - 60 -

7.5.5.Health club. 7.5.5.1.Massage. 7.5.6.Front office. 7.5.6.1.Excursion. 7.5.6.2.Faxes sent. 7.5.6.3.Use of Internet. 7.5.6.4.Telephone. 7.5.6.4.1.Print the daily call lists. 7.5.6.4.2.Check the guest calls. 7.5.6.4.3.Check the cost of the calls. 7.5.6.4.4.Charge into the account. 7.5.6.5.Any special arrangements. 7.5.6.5.1.Flowers. 7.5.6.5.2.Fruits. 7.5.6.5.3.Cigarettes. 7.5.6.5.4.Post cards. 7.6. After posting the charges, check that the balance of the account is correct. 7.7. Fill up all the orders in the guest folio as justification and for necessary record for the night auditor’s control. 8. Change foreign currency. 8.1. Change all the necessary currency, like US dollars, Euro, liver sterling, yen… 8.2. The currencies are changed without commission. 8.3. Every morning the bank sends a fax to the hotel to communicate the rates of the day. 8.4. Insert the modifications of rates in the computer. 8.5. Ask the guest which money he wants to change. 8.6. Ask the guest the amount he wants to change. 8.7. When giving the money to the guest, check the amount with him.

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9. Handle guest check out. Greet and offer help: Good morning Sir/Madam. May I help you? As the guest indicates check out, ask room number and key: May I have your room number and your key, please?

Check if the guest has any message or fax. Yes

No

Give it to the guest and delete the comment field from the computer. Inform housekeeping and other concerned departments.

Ask the guest if he consumed anything from the mini bar, restaurant or our facilities a few minutes before check out: Have you taken anything from the mini bar or used our services ? Yes

No

Post in the computer

Check the method of payment in the computer. Print out guest folio and present to the guest. Ask the guest to check and sign: Sir/Madam, here is your bill for your verification. We also need your signature. Confirm the method of payment in the computer: Would you like to use the same mode of payment as before?

Input into guest folio and balance the account.

Give the bill to the guest and ask for the next booking. Here is your bill Mr./Ms., Would you like to make the reservation for your next stay? - 62 -

Thank the guest and farewell: Thank you for staying with us. We hope to welcome you again With the procedures discussed in the previous schematic diagram, it is important to specify some details: 9.1. Checkout FIT or walk-in guest. 9.1.1.Prepare the guest’s bill in advance if requested. 9.1.2.If you are unable to attend to a guest immediately, acknowledge him or her by making eye contact and smiling. 9.1.3.Ask the guest his/her room number and check his/her name. 9.1.4.Inquire if the stay with the hotel was to their satisfaction. If not, take acts or call a supervisor if necessary. 9.1.5.Ask the guests if they have had their luggage brought down and ask for the room key. 9.1.6.Settle guest account balances. 9.1.7.Turn the bill so that it is facing the guest when you present it. 9.1.8.If the guest requests any explanations, provide further details clearly and with receipts if necessary. Call for a supervisor if necessary. 9.1.9.Confirm the method of payment and use it. 9.1.10.Hand over the bill together with the guest’s credit card if used. 9.1.11.Provide a second copy of the bill if the guest asks for one. 9.1.12.Thank the guest for staying at the Victoria Hotel and wish him/her a pleasant journey using his/her name if known: Thank you for staying with us Mr./Mrs. I hope we will have the pleasure of seeing you again soon at the Victoria Hotel. 9.1.13.For early morning checkout, occasional or regular, arrange with the restaurant for complimentary coffee/tea. 9.1.14.Upon settlement of the guest’s account, change the guest’s room status to “on change” and notify the housekeeping department of the departure. 9.1.15.Before the guest leaves the front office, check for any messages or mail awaiting guest pickup. 9.1.16.Communicate status information in an accurate way to maximize room sales. 9.2. Checkout a group. 9.2.1.Ensure that all luggage is identified before loading it into the bus. 9.2.2.If there is any disagreement over the payment of extras, the matter must be settled through the tour leader. - 63 -

9.2.3.Ensure that the tour leader is satisfied and ask him/her to sign the various bill items. 9.2.4.The designated manager should wish the group a pleasant journey as guests leave. 10. Handle payments. Know how the till works and register all the information into it. Enter the mode of payment in the computer. The cashier is issued with a cash float. Hand the revenue during the shift. When the revenue are handed over, obtain a receipt and write the amount on the receipt. It should be checked at the beginning and end of shift, for accuracy. The cashier is responsible for all cash and other payments. 10.1.Cash. 10.1.1.Enter the total money received for individual payments into the computer immediately without delay. 10.1.2.When taking the money, double check that you give the correct change. Always count the change in the presence of the guests. 10.1.3.Give change with the cash float. 10.1.4.Store the cash received safety. 10.1.5.Issue receipt for bills paid in cash. The issue of a receipt is particularly important because the guest will have no other record of payment. 10.1.6.Count out the money: the amount should correspond with the amount recorded in the computer. Always be careful when handling money as it is a very important part of the job. 10.2.Traveler’s check. 10.2.1.Require proper guest identification. 10.2.2.Compare the picture and signature on the guest identification with the appearance and signature of the person presenting the check. 10.3.Foreign currency. 10.3.1. 10.4.Credit cards. Credit card companies often require various procedures to ensure proper settlement. The hotel should review their credit card procedures to be sure the hotel adheres to state and federal laws in the specification contained credit card company contracts. 10.4.1.Expiration date. 10.4.1.1.When a guest present a credit card, the cashier responsible for handling the transaction should check the card’s expiration date. If the card is expired, this should be pointed out to the guest so that another method of payment can be provided.

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10.4.1.2.Credit card companies are not required to honor transactions settled trough the use of an expired card. If an expired card is inadvertently accepted, the hotel may not be able to receive payment for the amount of the charged purchase. 10.4.2.On line verification. 10.4.2.1.After checking a credit card expiration date, the desk agent should make certain the credit card in question is no stolen otherwise invalid. Many hotels use on-line computer services for credit card validation over telephone lines. 10.4.2.2.Input the credit card through a magnetic strip reader. 10.4.2.3.On the basis of credit card and transaction data, the verification service consults its credit records and generates an authorization code or a denial code for the transaction. 10.4.3.Invalid credit card. 10.4.3.1.If a credit card proves invalid after being double-checked, request an alternate form of payment. If none is available the cashier alert the Room Division Manager or the General Manager who handles the situation. 10.4.3.2.In case a stolen card is discovered, security personnel might also be asked to be available. 10.4.4.Imprinting the voucher. 10.4.4.1.Once a valid credit card is approved, an imprint of the card is made onto a credit card voucher. 10.4.4.2.The guest is not requested to sign the voucher until account settlement, at the time of checkout. 10.4.5.Floor limits. 10.4.5.1.Credit card companies may assign hotels a floor limit: the maximum amount in credit card charges the hotel is permitted to accept on behalf a card member without special authorization. 10.4.5.2.If the amount to be charged approaches or exceeds the hotel’s floor limit, the front office should contact the credit card Company to request approval for any additional transactions. 10.4.6.Direct billing transfer. 10.4.6.1.Account department becomes responsible for account billing and collection rather than an outside agency. 10.4.6.2.The billing has to be previously arranged and approved by the hotel.

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10.4.6.3.To complete a direct billing settlement , the cashier should obtain the guest’s signature on the folio as an acceptance of all charges listed on the folio.

11. Prepare reports. 11.1.Shift Report. 11.1.1.Cash. Put the amount of each currency. 11.1.2.Red invoices. Number of bills printed. 11.2.List of bill out. 11.2.1.Prepare a list with the total of all the bills printed. 11.2.2.The list is done by method of payment and with the amount. 11.2.3.This list has to be deposed in the accounting departments. 11.3.All the bills printed and paid are bringing to the accounting departments. 12. Handle lost and found. 12.1.Classification of lost and found items: 12.1.1.Perishable. Food and beverage items. 12.1.2.Non-valuable. Items such as clothes, shoes, bags, umbrellas and the like. 12.1.3.Valuable. Items such as money, jewelry, camera… 12.2.Found articles. All articles found anywhere on the hotel premises are to be returned immediately to the housekeeping office. 12.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will be entered in this ledger with the following date. 12.2.1.1.Date. 12.2.1.2.Room or location. 12.2.1.3.Description of the article. 12.2.1.4.Article number. 12.2.1.5.Name of finder. 12.2.1.6.Disposition and date. - 66 -

12.2.2.The front office will let the guest know that an item was found in his room, by phone or mail. 12.2.3.If a guest claims an article he must sign a receipt with his identification items. 12.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be sent after proper identification. 12.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will be advised about the incident so he could collect the item. 12.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be released to the finder. 12.3.Lost items. It is the duty of all attendants to protect the property of the hotel. 12.3.1.Report to you direct superior any supplies missing from the room. He will ascertain the fact, false or careless accusation can trouble the reputation of the hotel. 12.3.2.If the item is proved to be missing, the supervisor will notify the fact to the concerned person and record the lost. 12.4.Inform immediately if you found broken or damaged property, notify your direct superior. 12.5.In case of burnt or damaged bedding or linen: 12.5.1.Leave the damaged item where it is. 12.5.2.Do not change the damaged item so that the concerned manager inspect item personally.

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On-the Job Training Record: Job Title: Front office cashier.

Department: Room Division. Name of employee:

Skills, knowledge and tasks.

Date

Perf.

of OJT

Grade

Signature Trainee

1. 2. 3. 4. 5.

Collect cash float. Welcome the guest. Answer the phone. Handle request. Handle guest check-in. 5.1. Open folio. 5.2. Maintain folio. 6. Handle safety boxes. 7. Post all charges and verify the balances. 8. Change foreign currency. 9. Handle guest check out. 9.1. FIT or walk-in guest. 9.2. Group. 10. Handle payments. 11. Prepare reports. 11.1.Shift report. 11.2.List of bills out. 12. Handle lost and found.

Remarks:

Performance Grading: A- Good. B- Satisfactory. C- Needs Improvement.

Reservation Attendant Reports to: Assistant Front Office Manager. - 68 -

Trainer

Subordinates: None. Job summary: He handles all future reservation, matching the needs of the guests with the availability of the hotel. Duties: - Explain the type of the accommodation and services to the guests. -

Follow all rules and regulation contained in the employee handbook.

-

Treat the guest with courtesy.

-

Answer all phone calls.

-

Follow all required information to ensure that the guest has a pleasant stay.

-

Review at all times the selling status and rates of all package plans.

-

Explain the credit policy of the hotel upon request.

-

Implement the policy of the hotel on guaranteed no show and assured reservation.

-

Process rooming lists for sales groups, type up reservation and indicate any special request or billing instruction.

-

File all processed reservation and correspondence.

-

Make certain all package files enclosing coming letters, complimentary orders and other forms as requested.

-

Follow the reservation cancellation procedures of the hotel.

-

Process reservation and check obtained trough travel agency or tour operator and keep a file on all commission paid.

-

Handle daily correspondence, respond to inquiries and make reservation as needed.

-

Make sure that all files are kept up-to date.

-

Apply the selling techniques and assist front desk staff whenever necessary.

-

Control and apply strictly the implementation of all policy, regulation and procedures of the hotel.

-

Send the confirmation and follow up all letters or requests concerning reservation.

-

Make sure that the correspondence are correct compared to the data in the computer.

-

Prepare all material and office supplies for the daily operation.

-

Perform other duties as maybe assigned.

Task list for reservation attendant: 1. Handle inquiries. - 69 -

2. Determine the availability. 3. Respond appropriately to guest requests and inquiries. 4. Receive the booking. 5. Record and file the booking. 6. Process cancellation and modification. 7. Prepare expected arrival list. 8. Handle phone calls. 9. Handle daily correspondence and reports. 10. Welcome the guest. 11. Handle lost and found.

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Procedures for reservation attendant: 1. Handle inquiries: Telephone

In person

Fax

Letter

E-mail

Reservation Request Form

R oom Free?

No

Offer Alternative

Yes

Offer to guest

Guest Accept s?

Yes

Room?

No

No

Yes Confirm booking

Date?

No

Hotel?

Booking diary Yes

Booking Chart

Document s filed

Make Arrangements

End of inquiry

- 71 -

With the procedures discussed in the previous schematic diagram, it is important to monitor and respond appropriately to guest, travel agent, group or tour operator concerning reservations arriving by mail, direct telephone, fax or letter. 1.1. Be familiar with every type of the accommodation and services. Make inspection trips through each of the various types of rooms to refresh you memory. 1.1.1.Capacity of the hotel. 1.1.2.Explanations concerning the different room rates (view, facilities, and private terrace…). 1.2. Be able to explain price policy. 1.2.1.Room rates. 1.2.2.Extra bed. 1.3. Clarify the guest segmentation. Observe people and try to classify them. 1.4. Offer an appropriate greeting. 1.5. Listen carefully the guest’s request. 1.6. Find out the guest request. 1.6.1.When he/she wants to arrive? 1.6.2.How long? 1.6.3.How many person? 1.6.4.What kind of room? 1.7. Do not sell at minimum price, try to sell top down. 1.8. Do not give up on prospective guest. Offer him the same. 1.9. Sell the room, not the rate. Promote outside locations with a view of the area to visitors and new guest. Offer a range clearly indicating the advantage of one room over another. Use words like “ cozy, delicious, sunny…” to stimulate the desire of the guest. 1.10. Inform guest compliment service and try to sell other service. Mention dining facilities particularly to the guest arriving just prior to mealtimes. 1.11.Ask guest to reconfirm his booking by way of a written document to avoid misunderstanding. 1.12.For the special promotions, the head of department has to be informed before any decision is taken. 1.13.Anticipate what the guest needs, ask questions. 1.14.Repeat the details 1.15.Offer alternatives. 1.16.Stop asking questions when the guest gives signal of buying or back off. 1.17.Thank them even they decide not stay in our hotel, they can decide otherwise, anytime. 1.18.Always be positive, you represent the management and have an important role in showing the first impression to the guest. - 72 -

2. Determine the availability. 2.1. Compare the previous reservation with the request of the guest on the computer. 2.2. Accept or refuse the reservation as requested. 2.2.1.If no availability, suggest an alternative (dates, types of room, different rates…) 2.3. Closed out and waiting list: Follow a systematic room sales approach to work towards maximum possible occupancy rate. It requires a good understanding and frequent monitoring of market trends, seasonal influences and guest arrival and departure patterns. 2.3.1.Closed out date. 2.3.1.1.In a full house situation, the closed out date will be implemented, as it is not possible to take any others bookings. 2.3.1.2.The concerned managers should decide close out dates. 2.3.1.3.Control the available room count in order to avoid overbooking. Any way the computer will indicate you that there is no room available. 2.3.1.4.Overbooking is a difficult situation, when the hotel is not able to accommodate a guest with reservation. 2.3.2.Waiting list. It is a system adopted whenever potential guests request for a reservation after a closed out date. 2.3.2.1.Advise the guest that no rooms are currently available for the requested dates. 2.3.2.2.Offer the guest alternative dates or accommodation. 2.3.2.3.Ask the guest to give all the following information: 2.3.2.3.1.Name. 2.3.2.3.2.Date of reservation desired. 2.3.2.3.3.Number of room. 2.3.2.3.4.Number of people. 2.3.2.3.5.Duration of stay. 2.3.2.3.6.Telephone number, email or fax. 2.3.2.4.When a room is available, the reservation attendant should reconfirm with the client that previous date given is still accurate. 2.3.2.5.Proceed as with normal reservation. 3. Handle request. 3.1. Listen to get the facts. 3.2. Probe into the needs of guest by asking questions to clarify his request. - 73 -

3.3. Explain what you can do or offer alternative. 3.4. Confirm with the guest that this is satisfactory. 3.5. Use positive words like: Certainly, I will be happy/glad to… 3.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 3.7. Follow up. 3.8. Give information to the guest. 3.8.1.Provide directions to the guest when asked. 3.8.2.Be sure that you are given the correct information. 3.9. If you don’t have the right information say: May I check the information for you? 3.10.If you are on the phone : 3.10.1.hold the line and thank him for waiting once you get back to the caller. 3.10.2.For information that will take time to secure, say: May I call you back, Mr./Mrs., as soon as I have the information. 3.10.3.Call him back and give the information. 4. Receive the booking. Get all the details for: 4.1. Foreign individual travelers. 4.1.1.By phone. 4.1.1.1.Greet the guest. Good morning/ afternoon/evening. 4.1.1.2.Identify your department. Reservation department. 4.1.1.3.Offer services: May I help you? 4.1.1.4.Clarify arrival and departure dates by saying: Yes sir, you would like a room on … and stay for … nights.

4.1.1.5.Check room availability. Let me check room availability for your, Sir/Madam. I would like to offer you a very nice deluxe room at… - 74 -

Will it be alright for you? 4.1.1.6.Commitment on Room type and rate. So, you will book a … room at … plus… 4.1.1.7.Ask the name and the number of expected guests: May I have your name, please? How many person would stay with you? 4.1.1.8.Ask for caller name and phone number. 4.1.1.9.Clarify details upon guest request of written confirmation. May I know to whom will I send the reconfirmation, Mr./Ms…? 4.1.1.10.Ask the guest for the expected time of arrival. 4.1.1.11.Offer transportation arrangement if possible. By the way could you please tell me what is the time the guest expect to arrive? Would you mind us to arrange the transportation to pick the guest up? The transportation fee is…? 4.1.1.12.Note down special request to follow up upon guest arrival. Do you have any thing else regarding your booking, Mr./Ms.? 4.1.1.13.Repeat the whole conversation to assure every detail is correct. May I confirm your booking again, Mr./Ms.? 4.1.1.14.Thanks the guest and close the booking by using any of the following phrases: We will be happy to see you on (date of arrival). Is there anything else I can do for you, Mr./Ms.? Thank you for calling and I hope your will have a pleasant stay in our hotel? Have a nice day, Mr./Ms…Goodbye. 4.1.2.For the mail, fax and Internet. The procedures are exactly the same. 4.1.2.1.Clarify arrival and departure date. 4.1.2.2.Check room availability. 4.1.2.3.Prepare a proposition and propose alternatives. 4.1.2.4.Ask for the name of the guest, the number of person, special request. 4.1.2.5.Record and fill up every information received and sent. 4.2. Groups The procedures are exactly the same. 4.2.1.Clarify arrival and departure date. - 75 -

4.2.2.Check room availability. 4.2.3.Prepare a proposition and propose alternatives. 4.2.4.Ask for the name of the guests, the number of person, special request. 4.2.5.Ask for the name of the person in charge of the group and the name of the company. 4.2.6.Record and fill up every information received and sent. 4.2.7.Generate an up-to-date list of participant at regular intervals. 4.2.8.Immediately correct any errors found by the organizer. 5. Record and file the booking. Create and maintain reservation records, by date of arrival and alphabetical listing. The following information must be registered: 5.1. Guest or group name. 5.2. Home address. 5.3. Telephone number, including area code. 5.4. Name and pertinent information of the person making the reservation, for the guest. 5.5. Number of people in the group or family, perhaps with ages of any children 5.6. Expected time of arrival 5.7. Special requirement 5.8. Additional information as needed (method of transportation, flight number, and room preference…). 5.9. Prepare a letter of confirmation with all the above information to avoid any misunderstand. 6. Process modifications and cancellations. 6.1. Handle guest modifications. 6.1.1.Check and find out the exact guest reservation by computer or correspondence filing. 6.1.2.Identify who makes the call to amend the booking. 6.1.3.Listen carefully what the guest request to amend. 6.1.4.Check the availability on what the guest request to amend. 6.1.5.Sale the hotel products and services. 6.1.6.Offer the alternatives to guest in case of not be able to satisfy the guest request. 6.1.7.Make a commitment with the guest in the final solution. 6.1.8.Repeat the amendment for accuracy. 6.1.9.Keep tracks every detail to amend the booking accordingly in the computer and correspondences. 6.2. Handle guest cancellation. - 76 -

6.2.1.Check and find out the exact guest reservation by computer or correspondences filing. 6.2.2.Identify who makes the call to cancel the booking. 6.2.3.Listen carefully why the guest requests to cancel the booking. 6.2.4.Offer alternatives to get other booking from cancellation. 6.2.5.Thank the guest for calling and close the conversation. 6.2.6.Keep tracks every details to cancel booking accordingly in the computer and correspondences. 6.2.7.File the cancellation correspondences in the appropriate location in order to follow up any case of unexpected arrival. 6.3. Report to the superior all cancellation or amendment to keep in-house occupancy control 7. Prepare expected arrival list. 7.1. Follow up on next day reservation. 7.1.1.Check the arrival expected on any specific date. 7.1.2.Arrange list in alphabetical order. 7.1.3.Run expected arrival list by the computer. 7.1.4.Double check that the information of each reservation has entered into the computer correctly. This prevents the inappropriate billing instructions or double booking. 7.1.4.1.Guest name. 7.1.4.2.Flight arrival details and airport pick-up arrangement. 7.1.4.3.Payment. (direct billing, voucher, own account) 7.1.4.4.Identify group arrival times. 7.1.4.5.Double check VIP booking. 7.1.4.6.Reconcile correspondence with regards towards special requirement: 7.1.4.6.1.Early or later arrivals. 7.1.4.6.2.Early or later checkout. 7.1.5.Check the correspondence and order form with the computer record on: 7.1.5.1.Guest name. 7.1.5.2.Room rate. 7.1.5.3.Sales type. 7.1.5.4.Booking source. 7.1.5.5.Special request. 7.1.5.6.For groups, be sure that the attribution of the room is made and the rooming list ready. 7.1.5.7.Communicate a copy to the front office, the housekeeping and F&B department.

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8. Handle phone calls. 8.1. Answer calls promptly after the second ring. Pen and paper in your hand. 8.2. Lift the receiver only when ready to talk. 8.3. Answer the correct way: 8.3.1.Greeting. Good morning/afternoon/evening. 8.3.2.Identify your department. 8.3.3.Identify yourself and then says: May I help you? 8.4. Use the voice with a smile. 8.5. If you wish the caller to identify himself ask politely: May I know who is calling please? Or May I tell him who is calling please? (If the call is for somebody else). 8.6. If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, please dial again. 8.7. Speak distinctly and clearly. 8.8. Listen carefully. 8.9. During a extended narration by the caller, indicate your presence on the line: Of course. Yes, I understand. Certainly Madam/Sir. 8.10.If you answer a call for someone not available: I am sorry, Mr. X will be back in a few minutes. May I take a message? 8.11.Ask and write down the following information: 8.11.1.Name of caller. 8.11.2.Department/Company name. 8.11.3.Telephone number. 8.11.4.The message. 8.12.Repeat the message for accuracy. 8.13.Thank the caller: Thank you for calling, good bye. 8.14.Wait for the caller to replace the phone before you do. 8.15.Complete your message by writing down: 8.15.1.Your name. - 78 -

8.15.2.Date and time of call. 9. Handle daily correspondence and reports. 9.1. Write letter of confirmation. In order to verify a guest’s room request and personal information. A written confirmation, which the guest is expected to produce at registration, states the intent of both parties and confirms important points of agreement such as date, rate, type of accommodation and number of guest. Normally the reservation should generate letters of confirmation on the day the reservation request is received. Most of the time contains the following information: 9.1.1.The name of the guest. 9.1.2.The name of the employee who write the letter. 9.1.3.The date. 9.1.4.The object of the letter (confirmation). 9.1.5.Number of person. 9.1.6.Arrival and departure date. 9.1.7.Length of stay. 9.1.8.Room category. 9.1.9.Number of room. 9.1.10.Transportation. 9.1.11.Rate. 9.1.12.Term of payment. 9.1.13.Remarks. 9.2. Prepare Group order. One day before the group arrival and distribute to the concerned departments. Fill up the form with the different following information: 9.2.1.Name. Write down the full name of the Tour Group or Convention. 9.2.2.Code. The name assigned to the group for identification, if there is one. 9.2.3.Nationality. 9.2.4.Number of people. 9.2.5.Travel agent. The name of the Travel agent the group was booked under or by. 9.2.6.Group operator. - 79 -

The name of the agent whom will take care of the group members during their stays or conferences. 9.2.7.Arrival Approximate arrival time and date at the hotel. 9.2.8.Departure. Approximate departure time and date from the hotel. 9.2.9.Accommodation. 9.2.9.1.Number of room per listed category and the confirmed price for each room. 9.2.9.2.Rooming list for the group. 9.2.10.Total rooms. Number of rooms confirmed for the group. 9.2.11.Complimentary. Number of complimentary rooms confirmed for the group. 9.2.12.Deposit received. If there is, the amount of deposit received prior the arrival and as guarantee. 9.2.13.Billing instructions. Detail the type of payment agreed upon for the settlement of all the charge to which the agent is responsible. 9.2.14.Remarks. Indicate any special request or information such as a special buffet or barbecue on the restaurant. 9.2.15.Wake-up call. Indicate the wake-up call time of all rooms of the group on any predetermined date during their stay. 9.2.16.Meals. 9.2.16.1.Indicate the date and approximate time the group will have meals in one of our outlets. 9.2.16.2.Put the number of person and the price per person. 9.2.17.Baggage collection. Indicate the time and date the group needs luggage collection. 9.3. File reservation correspondences. 9.3.1.Gather all of the reservation received, entered and replied to of the day. 9.3.2.Separate the group and FIT reservation correspondences. 9.3.3.Arrange the correspondences in chronological and alphabetical order. - 80 -

9.3.4.Go through once again that the correspondences are pertinent to the date. 9.3.5.File the correspondence. 9.3.5.1.The group filed by the month of the day of arrival. 9.3.5.2.The FIT files by dates for the current month, or for thirty days inclusive. Date following that should be filed by month. 9.4. Run reports. Sometimes the reservation doesn’t have time or personnel to run the following reports. It can be possible to ask from the help of the receptionist, provided that it does not disturb their job. 9.4.1.Run the Four months Room Occupancy Forecast. 9.4.1.1.Register all the booking for the next four months. 9.4.1.2.On a diary basis. 9.4.2.Run the Guest Comments Report. 9.4.2.1.Check all the guest comments. 9.4.2.2.Note the relevant and current information. 9.4.2.3.Analyze and try to find out solutions. 9.4.2.4.On a monthly basis. 9.4.3.Run the Cancellation Report. 9.4.3.1.Check the cancellations. 9.4.3.2.Try to find out the reasons why the guest cancelled. 9.4.3.3.Prepare comments. 9.4.3.4.On a monthly reports. 10. Welcome the guests 10.1.When meeting a guest, smile and establish direct eye contact. 10.2.Use appropriates greeting. Good Morning/Afternoon/Evening. 10.3.Use the name of the guest, if known. 10.4.If not use: Sir or Madam. 10.5.Show an interest in the guest: How are you today? Did you sleep well? Did you enjoy your day? 10.6.Ask the guest what he wants: May I help you? 10.7.Thank guest and give closing comment by saying: Thank you for coming, have a good day/ afternoon/ night. - 81 -

11. Handle lost and found. 11.1.Classification of lost and found items: 11.1.1.Perishable. Food and beverage items. 11.1.2.Non-valuable. Items such as clothes, shoes, bags, umbrellas and the like. 11.1.3.Valuable. Items such as money, jewelry, camera… 11.2.Found articles. All articles found anywhere on the hotel premises are to be returned immediately to the housekeeping office. 11.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will be entered in this ledger with the following date. 11.2.1.1.Date. 11.2.1.2.Room or location. 11.2.1.3.Description of the article. 11.2.1.4.Article number. 11.2.1.5.Name of finder. 11.2.1.6.Disposition and date. 11.2.2.The front office will let the guest know that an item was found in his room, by phone or mail. 11.2.3.If a guest claims an article he must sign a receipt with his identification items. 11.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be sent after proper identification. 11.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will be advised about the incident so he could collect the item. 11.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be released to the finder.

11.3.Lost items. It is the duty of all attendants to protect the property of the hotel. 11.3.1.Report to you direct superior any supplies missing from the room. He will ascertain the fact, false or careless accusation can trouble the reputation of the hotel. - 82 -

11.3.2.If the item is proved to be missing, the supervisor will notify the fact to the concerned person and record the lost. 11.4.Inform immediately if you found broken or damaged property, notify your direct superior. 11.5.In case of burnt or damaged bedding or linen: 11.5.1.Leave the damaged item where it is. 11.5.2.Do not change the damaged item so that the concerned manager inspect item personally.

On-the Job Training Record: Job Title: reservation attendant.

Department: Room Division. Name of employee:

Skills, knowledge and tasks. 1. Handle inquiries. - 83 -

Date

Perf.

of OJT

Grade

Signature Trainee

Trainer

2. Determine availability. 3. Respond to the guest’s request and inquiries.. 4. Receive the booking. 4.1. FIT guest. 4.2. Group. 5. Record and file the booking. 6. Process modification and cancellation. 6.1. Modifications. 6.2. Cancellations. 7. Prepare expected arrival list. 8. Handle phone calls. 9. Handle daily correspondence and reports. 9.1. Letters of confirmations. 9.2. Prepare the group order. 9.3. File the reservation correspondence. 9.4. Handle reports. 10. Welcome the guest. 11. Handle lost and found

Remarks:

Performance Grading: A- Good. B- Satisfactory. C- Needs Improvement.

Activity Guide Reports to: Assistant Front Office Manager. Subordinates: None. Job summary: He sells all the excursions available in the hotel. Duties: - Welcome and meet the guests. -

Take the reservation for the excursion.

-

Answer all the request of information concerning the sightseeing places and give them all the needed explanation.

-

Inform the concierge and the front office for the visits.

-

Quote the right price when guest inquiries.

- 84 -

-

Perform other duties as maybe assigned.

Task list for activity guide: 1. Welcome and greet the guest. 2. Handle excursion requests. 3. Handle other guest’s requests. 4. Handle lost and found. 5. Sell postcards and other items to the guest. 6. Answer the phone.

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Procedures for activity guide: 1. Welcome and greet the guest. 1.1. When meeting a guest, smile and establish direct eye contact. 1.2. Use appropriates greeting. Good Morning/Afternoon/Evening. 1.3. Use the name of the guest, if known. 1.4. If not use: Sir or Madam. 1.5. Show an interest in the guest: How are you today? Did you sleep well? Did you enjoy your day? 1.6. Ask the guest what he wants: May I help you? 1.7. Thank guest and give closing comment by saying: Have a good day/afternoon/night.

- 86 -

2. Handle excursion request. 2.1. Be familiar with every type of excursion and services. Give information regarding the tours as follows: 2.1.1.Distance from the hotel. 2.1.2.Duration of the transportation. 2.1.3.Nature of the visit. 2.1.4.Time of departure. 2.1.5.Uniform: walking shoes, sun lotion, sun glasses… 2.2. Be able to explain price. 2.3. Offer an appropriate greeting. 2.4. Listen carefully to the guest’s request. 2.5. Find out the guest request. 2.5.1.When? 2.5.2.How many person? 2.5.3.What kind of visit? 2.6. Give the guest a detailed list promoting the different activities and excursions available. 2.6.1.Ensure that updated information concerning the excursions is provided. 2.6.2.Explain clearly. 2.7. Do not sell at minimum price, try to sell top down. Use words like “ cozy, delicious, sunny…” to stimulate the desire of the guest. 2.8. Inform guest compliment service and try to sell other services. 2.9. Anticipate what the guest needs, ask questions. 2.10.Repeat the details 2.11.Offer alternatives. 2.12.Stop asking questions when the guest gives signal of buying or back off. 2.13.Thank them even they decide not to reserve for the tour; they can decide otherwise, anytime. 2.14.Always be positive, you represent the management and have an important role in showing the first impression to the guest. 2.15.Prepare the guest reservation for excursion. 2.15.1.Name of the guest. 2.15.2.Number of the room. 2.15.3.Number of people. 2.15.4.Visit or Excursion. 2.15.5.Date and time scheduled. 2.15.6.Price. - 87 -

2.16.Communicate the reservation to Front office so it will be charge to the room; let the driver know. 3. Handle other request. 3.1. Listen to get the facts. 3.2. Probe into the needs of guest by asking questions to clarify his request. 3.3. Explain what you can do or offer alternative. 3.4. Confirm with the guest that this is satisfactory. 3.5. Use positive words like: Certainly, I will be happy/glad to… 3.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 3.7. Follow up. 3.8. Give information to the guest. 3.8.1.Provide directions to the guest when asked. 3.8.2.Be sure that you are given the correct information.

4. Handle lost and found. 4.1. Found articles. All articles found anywhere on the hotel premises are to be returned immediately to the housekeeping office. 4.1.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will be entered in this ledger with the following date. 4.1.1.1.Date. 4.1.1.2.Room or location. 4.1.1.3.Description of the article. 4.1.1.4.Article number. 4.1.1.5.Name of finder. 4.1.1.6.Disposition and date. 4.1.2.If a guest claims an article he must sign a receipt with his identification details. 4.1.3.If a guest requests an article to be returned by mail, list when, where and how the item will be sent after proper identification. - 88 -

4.1.4.Any valuables found in unoccupied room have to be checked by the supervisor. The guest will be advised about the incident so he could collect the item. 4.2. Lost items. It is the duty of all attendants to protect the property of the hotel. 4.3. Inform immediately if you found broken or damaged property, by notifying your direct superior. 5. Sell other items to the guest. You are also responsible for selling other items like postcards, Victoria’s items… Try to apply the selling techniques discussed in task 2.Handle excursion request. 6. Answer the phone. 6.1. Answer call promptly after the second ring. Pen and paper in your hand. 6.2. Lift the receiver only when ready to talk. 6.3. Answer the call as per standards: 6.3.1.Greeting. Good morning/afternoon/evening. 6.3.2.Identify your department. 6.3.3.Identify yourself and then say. May I help you? 6.4. Use the voice with a smile. 6.5. If you wish the caller to identify himself ask politely: May I know who is calling please? Or May I tell him who is calling please? (If the call is for somebody else). 6.6. If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, Please dial again. 6.7. Speak distinctly and clearly. 6.8. Listen carefully. 6.9. During a extended narration by the caller, indicate your presence on the line: Of course. Yes, I understand. Certainly Madam/Sir. 6.10.If you answer a call for someone not available: I am sorry, Mr. X will be back in few minutes. May I take a message? 6.11.Ask and write down the following information: - 89 -

6.11.1.Name of caller. 6.11.2.Department/Company name. 6.11.3.Telephone number. 6.11.4.The message. 6.12.Repeat the message for accuracy. 6.13.Thank the caller: Thank you for calling, good bye. 6.14.Wait for the caller to replace the phone before you do. 6.15.Complete your message by writing down: 6.15.1.Your name. 6.15.2.Date and time of call.

On-the Job Training Record: Job Title: activity guide.

Department: Room Division. Name of employee:

Skills, knowledge and tasks. 1. 2. 3. 4.

Welcome and greet the guest. Handle excursion request. Handle other guest’s request. Handle lost and found. 4.1. Found articles. 4.2. Lost items. 5. Sell other items to the guest. 6. Answer the phone.

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Date

Perf.

of OJT

Grade

Signature Trainee

Trainer

Remarks:

Performance Grading: A- Good. B- Satisfactory. C- Needs Improvement.

Shop Attendant Reports to: Assistant Front Office Manager. Subordinates: None. Job summary: He is responsible for selling the items proposed on the shop. He welcomes and advises the guests and implement suggestive selling techniques. Duties: - Open the shop. -

Check all the items of the shop.

-

Make a monthly inventory of the shop.

-

Prepare the daily revenue report.

-

Transmit the order to the purchaser.

-

Perform other duties as maybe assigned.

- 91 -

Task list for shop attendant: 1. Open the shop. 2. Welcome the guest. 3. Answer the phone. 4. Handle request. 5. Make monthly inventory. 6. Sell items. 6.1. Suggestive selling. 6.2. Handle payment. 7. Prepare the daily revenue report. 8. Prepare requisition and order form. 9. Handle lost and found.

- 92 -

Procedures for shop attendant: 1. Open the shop. 1.1. Take the key from the front office. 1.2. Open the shop. 1.3. Clean the floor. Vacuum the floor and clean with a mop. 1.4. Dust the items if necessary. With a clean cloth, take the dust off. 1.5. Check that the shop is arranged in an attractive way, especially the display windows. 2. Welcome the guest. 2.1. When meeting a guest, smile and establish direct eye contact. 2.2. Use appropriates greeting. Good Morning/Afternoon/Evening. 2.3. Use the name of the guest, if known. 2.4. If not use: Sir or Madam. 2.5. Show an interest in the guest: How are you today? Did you sleep well? Did you enjoy your day? - 93 -

2.6. Ask the guest what he wants: May I help you? 2.7. Thank guest and give closing comment by saying: Have a good day/afternoon/night. 3. Answer the phone. 3.1. Answer call promptly after the second ring. Pen and paper in your hand. 3.2. Lift the receiver only when ready to talk. 3.3. Answer the call as per standards: 3.3.1.Greeting. Good morning/afternoon/evening. 3.3.2.Identify your department. 3.3.3.Identify yourself and then say. May I help you? 3.4. Use the voice with a smile.

3.5. If you wish the caller to identify himself ask politely: May I know who is calling please? Or May I tell him who is calling please? (If the call is for somebody else). 3.6. If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, Please dial again. 3.7. Speak distinctly and clearly. 3.8. Listen carefully. 3.9. During a extended narration by the caller, indicate your presence on the line: Of course. Yes, I understand. Certainly Madam/Sir. 3.10.If you answer a call for someone not available: I am sorry, Mr. X will be back in few minutes. May I take a message? 3.11.Ask and write down the following information: 3.11.1.Name of caller. 3.11.2.Department/Company name. 3.11.3.Telephone number. - 94 -

3.11.4.The message. 3.12.Repeat the message for accuracy. 3.13.Thank the caller: Thank you for calling, good bye. 3.14.Wait for the caller to replace the phone before you do. 3.15.Complete your message by writing down: 3.15.1.Your name. 3.15.2.Date and time of call. 4. Handle request. 4.1. Listen to get the facts. 4.2. Probe into the needs of guest by asking questions to clarify his request. 4.3. Explain what you can do or offer alternative. 4.4. Confirm with the guest that this is satisfactory. 4.5. Use positive words like: Certainly, I will be happy/glad to… 4.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 4.7. Follow up. 4.8. Give information to the guest. 4.8.1.Provide directions to the guest when asked. 4.8.2.Be sure that you are given the correct information. 4.9. If you don’t have the right information say: May I check the information for you? 4.10.If you are on the phone : 4.10.1.hold the line and thank him for waiting once you get back to the caller. 4.10.2.For information that will take time to secure, say: May I call you back, Mr./Mrs., as soon as I have the information. 4.10.3.Call him back and give the information. 5. Make monthly inventory. 5.1. At the end of each month, you have to make the inventory of all the items in the shop. 5.2. Take the required form and a pen. 5.3. Count each articles and register the number on the correspondenting column in the form. 5.4. Communicate the inventory to the accounting department. - 95 -

6. Sell items. 6.1. Suggestive selling. 6.1.1.Be familiar with every items you sell in your shop. 6.1.1.1.Origin. 6.1.1.2.Materials used. 6.1.1.3.Specific techniques used to make the item. 6.1.2.Be able to explain price. 6.1.3.Observe people and try to see if they are window-shopping or if they have intentions to buy. 6.1.4.Offer an appropriate greeting. 6.1.5.Listen carefully the guest’s request. 6.1.6.Find out the guest request. 6.1.6.1.Souvenirs. 6.1.6.2.Gifts.

6.1.7.Do not sell at minimum price, try to sell top down. Use words like “ unique, comfortable, colorful, elegant…” to stimulate the desire of the guest. 6.1.8.Anticipate what the guest needs, ask questions. 6.1.9.Repeat the details 6.1.10.Offer alternatives. 6.1.11.Stop asking questions when the guest gives signal of buying or back off. 6.1.12.Thank them even they decide not buy in the shop, they can decide otherwise, anytime. 6.1.13.Always be positive, you represent the management and have an important role in showing the first impression to the guest. 6.2. Handle payment. 6.2.1.Ask the guest what method of payment does he want to use. 6.2.2.Announce distinctly the price. 6.2.3.When taking the money, double check that you give the correct change. 6.2.4.Always count the change in the presence of the guests. 7. Prepare the daily revenue report. 7.1. Every time you sold an item in the shop, record the sale on the revenue report. 7.1.1.Type of item. 7.1.2.Price of the item. - 96 -

7.1.3.Number of item. 7.1.4.Total amount. 7.1.5.Method of payment. 7.2. At the end of the shift, remit the revenue report and the float to the cashier. 8. Prepare requisition and order form. 8.1. When you sold an important number of articles, prepare a list of all the items you want to order. 8.2. Send directly the order to the account department, they will take care about it. 8.3. When you receive a delivery, check accurately that the items written on the order are effectively delivered. 9. Handle lost and found. 9.1. Classification of lost and found items: 9.1.1.Perishable. Food and beverage items. 9.1.2.Non-valuable. Items such as clothes, shoes, bags, umbrellas and the like. 9.1.3.Valuable. Items such as money, jewelry, camera… 9.2. Found articles. All articles found anywhere on the hotel premises are to be returned immediately to the housekeeping office. 9.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will be entered in this ledger with the following date. 9.2.1.1.Date. 9.2.1.2.Room or location. 9.2.1.3.Description of the article. 9.2.1.4.Article number. 9.2.1.5.Name of finder. 9.2.1.6.Disposition and date. 9.2.2.The front office will let the guest know that an item was found in his room, by phone or mail. 9.2.3.If a guest claims an article he must sign a receipt with his identification items. 9.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be sent after proper identification. - 97 -

9.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will be advised about the incident so he could collect the item. 9.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be released to the finder. 9.3. Lost items. It is the duty of all attendants to protect the property of the hotel. 9.3.1.Report to you direct superior any supplies missing from the room. He will ascertain the fact, false or careless accusation can trouble the reputation of the hotel. 9.3.2.If the item is proved to be missing, the supervisor will notify the fact to the concerned person and record the lost. 9.4. Inform immediately if you found broken or damaged property, notify your direct superior. 9.5. In case of burnt or damaged bedding or linen: 9.5.1.Leave the damaged item where it is. 9.5.2.Do not change the damaged item so that the concerned manager inspect item personally.

On-the Job Training Record: Job Title: shop attendant.

Department: Room Division. Name of employee:

Skills, knowledge and tasks. Open the shop. Welcome the guest. Answer the phone. Handle request. Make monthly inventory. Sell items. 6.1. Suggestive selling. 6.2. Handle payment. 7. Prepare the daily revenue report. 8. Prepare requisition and order form. 9. Handle lost and found.

Date

Perf.

of OJT

Grade

Signature Trainee

1. 2. 3. 4. 5. 6.

Remarks:

Performance Grading: A- Good. B- Satisfactory. - 98 -

Trainer

C- Needs Improvement.

Bellboy Reports to:.Concierge. Subordinates: None. Job summary: He is responsible for the luggage of the guests at the arrival and departure. Duties: - Escort guests to their room; carry their luggage into the room. -

Show the guest the way to the function places and other outlets within the hotel.

-

Obtain guests laundry and dry cleaning items from rooms and deliver them to the housekeeping office.

-

Assist in distributing clean laundry and dry cleaned items after deliveries from the laundry.

-

Work closely with the front office in carrying out all guest requests.

-

Dispatch any document to guestroom or to the department concerned.

-

Deliver the message taken by the front desk to guestrooms.

-

Store and issue all the luggage of the guest into and from the luggage room, in an organized manner and ensuring that they are safe and secure.

-

Prepare the welcome drinks.

-

Show the room when the guests ask.

-

Take care of the motorbikes and bicycles for rent.

-

Perform other duties as maybe assigned.

- 99 -

Task list for the bell boy: 1. Handle guest’s arrival and room the guest. 2. Collect and distribute items. 3. Handle guest requests. 4. Deliver message. 5. Handle room change. 6. Store luggage. 7. Prepare welcome drinks and wet towels. 8. Take care of the motorbikes and bicycles. 9. Show rooms to guest. 10. Answer the phone. 11. Handle lost and found

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Procedures for bell boy: 1. Handle guest’s arrival and room the guest. 1.1. Guest arrival. 1.1.1.Ensure that one of the staff is watching the driveway of the hotel at all times for arriving guests. 1.1.2.Ensure that the area around the entrance is clean. 1.1.3.Light the entry to the hotel from nightfall to sunrise. 1.2. Welcome the guest. 1.2.1.When meeting a guest, smile and establish direct eye contact. 1.2.2.Use appropriates greeting. Good Morning/Afternoon/Evening. 1.2.3.Use the name of the guest, if known. 1.2.4.If not use: Sir or Madam. 1.2.5.Hold open the car door for guests when they arrive. 1.2.6.Help guest out of the car if necessary (elderly person, children…). 1.2.7.Checks that no luggage has been left in the car and unload any baggage from the vehicle carefully. 1.2.7.1.Before the vehicle leave, check with the guest that the correct number of pieces has been unloaded. 1.2.7.2.If the guest name is not known, check the luggage and try to find out his name on a tag or sticker. 1.2.7.3.Never leave luggage unattended. 1.2.8.Show an interest in the guest: How was your trip, Sir/Madam? - 101 -

How are you today? 1.2.9.Ask the guest: May I take your luggage, Mr./Ms.? May I help you? 1.2.10.Escort the guest to the front office desk, showing him the way. 1.2.11.Introduce the guest to the receptionist using both the guest’s name and the receptionist’s name. 1.2.12.Wait with the guest’s luggage a few feet behind the guest while he or she registers. 1.2.13.Once the guest has completed the registration, the receptionist hands the room key. 1.2.14.Carry all the luggage. 1.3. Attend to VIP guest. While VIP guests are normally identified upon reservation or check-in, any of the guests may need some special assistance at some stage. Be aware and prepared at all times to provide assistance. 1.4. Escort the guest. 1.4.1.If necessary set the luggage on the cart. 1.4.1.1.Load heaviest items first. 1.4.1.2.Place hanging items on cart rack. 1.4.1.3.Handle fragile luggage separately to avoid damage. 1.4.2.Give specific and proper directions to the room. 1.4.3.Upsell hotel’s features and explain outlets to the guest. You may wish to try our restaurant. We have ____ with a variety of cuisines. We also have the fitness center with sauna, Jacuzzi and gym. Over there is the swimming pool and up there is the tennis court. 1.5. Room the guest: 1.5.1.Open guestroom’s door and turn on the lights(if evening hours). 1.5.2.Stand on the side and hold door open to allow the guest to enter the room. 1.5.3.Set luggage in the room. 1.5.4.Check with the guest where he wants to place the luggage. 1.5.5.If no instructions are received, place the luggage on the luggage rack. 1.5.6.If the guest has garment bag, it is to be unfolded and hung into the closet, unless other instructions are received. 1.5.7.Do not enter the room with the trolley. 1.5.8.Turn on radio and TV to explain channel selection. Ask if the guest wants them to be left on. 1.5.9.Instruct guest on the use of telephone. - 102 -

1.5.10.Turn on the lights in the bathroom. 1.5.11.Check bathroom supplies. 1.5.12.Contact front office if changes are needed to satisfy the guest.

1.5.13.Explain facilities of the room (individual temperature control, in-house movie entertainment, mini bar,…) by saying: Here is your television and remote control. Down here is your mini bar and tea/coffee facilities. This is the mosquito coil for your convenience. Here is the remote control of your air conditioner. Your kimono, laundry basket and safe box are inside this closet. Here is the doorknob sign for not disturb and make up room. 1.6. Leave the guest pleasantly. 1.6.1.Wish guest a pleasant stay by saying: Have a pleasant stay, Mr./Ms. 1.6.2.Offer further assistance to the guest and give your extension number for him to call in case he/she needs your assistance. 1.6.3.Accept tip graciously and thank guest. 1.6.4.Show no sign of disappointment if no tip is given or if tip is too small. 1.6.5.Thank guest and give closing comment by saying: Have a good day/afternoon/night. 1.6.6.Close the door without slamming it. 1.6.7.If the guest is already in his room when delivering the luggage. 1.6.7.1.Knock on the door three times and introduce yourself by saying: Bell service. 1.6.7.2.Once the guest opens the door, announce what your are there for: Good Morning/Afternoon/Evening Sir/Madam. My name is…, may I deliver your luggage please? (Use the guest name if known). 1.7. When a guest is leaving the hotel. 1.7.1.Offer to carry any package by saying: May I help you Sir/Madam? - 103 -

1.7.2.Inform the guest that his/her car is waiting. 1.7.3.Guide the guest towards the vehicle. 1.7.4.Ensure that the guest identifies all luggage. 1.7.5.Provide guest with any necessary information like taxi fares. 1.7.6.Hold open the door of the vehicle and wish a guest a pleasant trip: I hope you enjoyed your stay. Have a pleasant journey. 1.7.7.Tell the driver the guest’s destination if he/she has told you.

2. Collect and distribute items. You must be asked to collect and distribute items for the guest and all the departments of the hotel. For example, laundry items, mail and packages… 2.1. Collect the item. 2.2. Listen carefully to understand correctly where you have to bring the item. 2.3. Repeat the details for accuracy. 2.4. Bring the item as quickly as possible. 2.5. For the laundry items, ask the laundry staff when you can collect the items for delivery. 2.6. Prepare the laundry list for the front office cashier if necessary. 2.7. If you deliver an item to a guest room: 2.7.1.Check the number of the room. 2.7.2.Knock at the door and wait for response. 2.7.3.If nobody answers, insert a message in the guestroom to advise the guest to go to the front office for the items. 3. Handle guest requests. 3.1. Listen to get the facts. 3.2. Probe into the needs of guest by asking questions to clarify his request. 3.3. Explain what you can do or offer alternative. 3.4. Confirm with the guest that this is satisfactory. 3.5. Use positive words like: Certainly, I will be happy/glad to… 3.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 3.7. Follow up. 3.8. Give information to the guest. 3.8.1.Provide directions to the guest when asked. - 104 -

3.8.2.Be sure that you are given the correct information. 3.9. If you don’t have the right information say: May I check the information for you? 3.10.If you are on the phone : 3.10.1.hold the line and thank him for waiting once you get back to the caller. 3.10.2.For information that will take time to secure, say: May I call you back, Mr./Mrs., as soon as I have the information. 3.10.3.Call him back and give the information. 4. Deliver message. 4.1. The receptionist will ask you to deliver different kinds of messages to guest: 4.1.1.From outside calls. 4.1.2.From personnel for any department of the hotel. 4.2. Write down the following on the guest message form. 4.3. Put down record completely: 4.3.1.Room number. 4.3.2.Time the message is received. 4.3.3.Name of the person who received the message. 4.3.4.Time and name of the person delivering the message. 4.4. Deliver the message as soon as possible. 4.5. Check the number of the room carefully before delivery. 4.6. In case the guest is not in, insert the message under the door. 4.7. Handle wake-up call follow up: If a guest has not responded to a telephone wake-up call, you will be requested by the front office to go to the guest and wake-up the guest by knocking on his door. 4.7.1.Proceed to the guestroom as soon as possible. 4.7.2.Knock on the door three times and identify yourself to the guest. 4.7.3.If the guest answers the door, inform him/her that there was no response from the wake-up call and that you were sent to ensure he/she is awake. 4.7.4.If there is no reply, return and inform immediately the Front Office. 5. Handle room change. 5.1. The receptionist issues a room change slip. Get the slip from the receptionist. 5.2. Go to the guestroom, knock and identify yourself. 5.3. Load all baggage carefully on the trolley and offer the guest any assistance. 5.4. Offer to make a last minute check of the room for any items belonging to the guest. - 105 -

5.5. Escort the guest to his new room. 5.6. Upon arrival, open the door and let the guest get into the room. 5.7. Ask the guest if the room is satisfactory and if you can begin to unload the luggage. 5.8. If the room is unsatisfactory, call the front office to assign another room. 5.9. Present the guest with his new key and take back the old key. 5.10.Never do a room change if the guest is not present.

6. Store luggage. 6.1. Keep the luggage store in a tidy condition. 6.2. Handle guest luggage. 6.2.1.Receiving guest luggage. 6.2.1.1.Find out information from guest: 6.2.1.1.1.Name. 6.2.1.1.2.Number of luggage for storage. 6.2.1.1.3.Approximate time and date of collection. 6.2.1.2.Write the name of the guest on each of them. 6.2.1.3.Record all details in the record book. 6.2.1.4.Write down the name and room's number of the guest on the luggage tag and tie it to the luggage. 6.2.1.5.Put the luggage on the shelf. 6.2.1.5.1.Put down the luggage on the shelf. 6.2.1.5.2.Avoid bumping luggage with other luggage or the wall. 6.2.1.5.3.Handle fragile luggage separately to avoid damage. 6.2.2.Returning guest luggage. 6.2.2.1.Ask the name and room number of the guest. 6.2.2.2.Tell the guest that you will return in a short time and then proceed to the baggage store. 6.2.2.3.Use the claim checks to retrieve the items. 6.2.2.4.Lock the door when leaving the store. 6.2.2.5.Check with the guest that all the items are intact and complete. 6.3. Handle group incoming luggage. 6.3.1.When the group arrive, confirm with the tour leader the number of luggage. 6.3.2.Obtain a signature for acknowledgment of the number of pieces. 6.3.3.Record the lorry plate number. - 106 -

6.3.4.Sort out the luggage according to room number and floors assigned in the rooming list. 6.3.5.Refer to the receptionist to check if there is any room change. 6.3.6.Send up all luggage to guestrooms. 6.3.7.Room the guests. 6.3.8.Complete the group incoming record and file according to the departure date.

6.4. Lift heavy luggage. 6.4.1.Assess load and prepare for lift. 6.4.1.1.Check height, width and depth of the item for manageability. 6.4.1.2.Push on load to estimate weight. 6.4.1.3.Arrange load so it is easy to handle. 6.4.1.4.Check the walking way for any obstacles to prevent accidents. 6.4.1.5.Do not lift item if floor is wet or slippery. 6.4.2.Set feet firmly. 6.4.2.1.Place one foot along side of load. 6.4.2.2.Place the other foot slightly behind the load. 6.4.3.Grip load. 6.4.3.1.Keep load close to body when lifting. 6.4.3.2.Grip load firmly the bottom edges or corners. 6.4.4.Choose a comfortable lifting position. 6.4.4.1.Bend knees to lift load. 6.4.4.2.Keep back straight. 6.4.4.3.Do not bend at waist or twist. 6.4.5.Lift load. 6.4.5.1.Lift gradually by straightening. 6.4.5.2.Do not make quick, jerky motions. 6.4.5.3.Do not twist body. 6.4.6.Avoid reaching. 6.4.6.1.Do not reach. 6.4.6.2.Use stepladder or stepstool to reach high places. 6.4.6.3.Do not use top step. - 107 -

6.4.6.4.Do not use boxes or shelves as stepstool. 6.4.7.Move load. 6.4.7.1.Use handtruck if possible. 6.4.7.2.Pivot feet if turning is required. 6.4.7.3.Do not turn hips or shoulders.

6.4.8.Set load down. 6.4.8.1.Bend at knees. 6.4.8.2.Keep back straight. 6.4.8.3.Keep load close to body. 6.4.8.4.Place load close to body between legs if possible. 6.4.8.5.Do not drop load. 7. Prepare welcome drinks and wet towels. 7.1. Welcome drinks. 7.1.1.Collect the necessary items from the restaurant: 7.1.1.1.Clean glasses. 7.1.1.2.Straw. 7.1.1.3.Fruit juice. 7.1.1.4.Clean towel. 7.1.2.Check the arrival list to prepare the sufficient number of drinks. 7.1.3.While the guest are waiting for registration, serve the welcome drinks on a tray, by saying: May I offer you a drink, Mr./Mrs.? 7.1.4.Collect the dirty glasses and bring them to the restaurant to be washed. 7.2. Prepare wet towels. 7.2.1.Pick up small towels from the laundry office. 7.2.2.Fill up a bucket with water. 7.2.3.Dip the towels into the water. 7.2.4.Wring out the towels. 7.2.5.Fold the towels. 7.2.6.Store the towels into the cooler. 7.2.7.Bring the used towels to laundry for washing. - 108 -

8. Take care of the motorbikes and bicycles. 8.1. Check the following to maintain the motorbikes and bicycles in a good condition: 8.1.1.For bicycles. 8.1.1.1.Brakes. 8.1.1.2.Tires. 8.1.1.3.Handlebars. 8.1.1.4.Saddle.

8.1.2.For motorbikes: 8.1.2.1.Brakes. 8.1.2.2.Tires. 8.1.2.3.Handlebars. 8.1.2.4.Saddle. 8.1.2.5.Oil. 8.1.2.6.Gasoline. 8.2. Check the general condition and appearance of the engines. 8.3. Make all the necessary repairs to maintain the items in good condition and safe for the guest. 8.4. If there is any important problem you cannot solve, refer to the superior and relay the information to maintenance department. 8.5. Take the reservation for the motorbikes and bicycles. 8.5.1.Register the following information: 8.5.1.1.Name of the guest. 8.5.1.2.Date of reservation. 8.5.1.3.Room number 8.5.1.4.Number of person. 8.5.2.Ask the guest to sign the forms. 8.5.3.Give the helmet. 8.5.4.Check the condition of the engine with the guest. 8.5.5.Give the form to the front office for charges. 8.5.6.When the guest returns the motorbike or bicycle, check if there is any damage. 9. Show rooms to guest. Sometimes people ask to visit the room before booking. It is your responsibility to show them the room and explain all the facilities. - 109 -

See the previous procedures: 1.5.Room the guest. 10. Answer the phone. 10.1.Answer call promptly after the second ring. Pen and paper in your hand. 10.2.Lift the receiver only when ready to talk. 10.3.Answer the call as per standards: 10.3.1.Greeting. Good morning/afternoon/evening. 10.3.2.Identify your department. 10.3.3.Identify yourself and then say. May I help you? 10.4.Use the voice with a smile. 10.5.If you wish the caller to identify himself ask politely: May I know who is calling please? Or May I tell him who is calling please? (If the call is for somebody else). 10.6.If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, Please dial again. 10.7.Speak distinctly and clearly. 10.8.Listen carefully. 10.9.During a extended narration by the caller, indicate your presence on the line: Of course. Yes, I understand. Certainly Madam/Sir. 10.10.If you answer a call for someone not available: I am sorry, Mr. X will be back in few minutes. May I take a message? 10.11.Ask and write down the following information: 10.11.1.Name of caller. 10.11.2.Department/Company name. 10.11.3.Telephone number. 10.11.4.The message. 10.12.Repeat the message for accuracy. 10.13.Thank the caller: Thank you for calling, good bye. - 110 -

10.14.Wait for the caller to replace the phone before you do. 10.15.Complete your message by writing down: 10.15.1.Your name. 10.15.2.Date and time of call. 11. Handle lost and found. 11.1.Classification of lost and found items: 11.1.1.Perishable. Food and beverage items. 11.1.2.Non-valuable. Items such as clothes, shoes, bags, umbrellas and the like. 11.1.3.Valuable. Items such as money, jewelry, camera… 11.2.Found articles. All articles found anywhere on the hotel premises are to be returned immediately to the housekeeping office. 11.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will be entered in this ledger with the following date. 11.2.1.1.Date. 11.2.1.2.Room or location. 11.2.1.3.Description of the article. 11.2.1.4.Article number. 11.2.1.5.Name of finder. 11.2.1.6.Disposition and date. 11.2.2.The front office will let the guest know that an item was found in his room, by phone or mail. 11.2.3.If a guest claims an article he must sign a receipt with his identification items. 11.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be sent after proper identification. 11.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will be advised about the incident so he could collect the item. 11.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be released to the finder. 11.3.Lost items. - 111 -

It is the duty of all attendants to protect the property of the hotel. 11.3.1.Report to you direct superior any supplies missing from the room. He will ascertain the fact, false or careless accusation can trouble the reputation of the hotel. 11.3.2.If the item is proved to be missing, the supervisor will notify the fact to the concerned person and record the lost. 11.4.Inform immediately if you found broken or damaged property, notify your direct superior. 11.5.In case of burnt or damaged bedding or linen: 11.5.1.Leave the damaged item where it is. 11.5.2.Do not change the damaged item so that the concerned manager inspect item personally.

On-the Job Training Record: Job Title: bellboy.

Department: Room Division. Name of employee:

Skills, knowledge and tasks.

Date

Perf.

of OJT

Grade

Signature Trainee

1. Handle guest’s arrival and room the guest. 1.1. Guest arrival. 1.2. Welcome the guest. 1.3. Attend VIP’s guest. 1.4. Escort the guest. 1.5. Room the guest. 1.6. Leave the guest. 1.7. When a guest is leaving. 2. Collect and distribute items. 3. Handle guest request. 4. Deliver message. 5. Store luggage. 6. Handle room change. 7. Prepare welcome drinks and wet towels. 8. Take care of the motorbikes and bicycles. 9. Show rooms to guest. 10. Answer the phone. 11. Handle lost and found.

Remarks:

Performance Grading: A- Good. - 112 -

Trainer

B- Satisfactory. C- Needs Improvement.

Driver Reports to:.Concierge. Subordinates: None. Job summary: He provides transportation services for guests, staff and other parties whenever necessary. Duties: - Wear the standard uniform and stay well groomed at all times. -

Obey all traffic laws.

-

Help the passenger in getting in and out of the vehicles, take care of their luggage if they have.

-

Handle request of the guests during the trip.

-

Check the oil and water for daily vehicle maintenance.

-

Report immediately all items that require repair to his superior.

-

Be sure that all the vehicles are in good condition, clean and completely equipped with all necessary tools before and after the use of all vehicles.

-

Record all fuel consumption and itinerary for further control

-

Work always with security and safety.

-

Join the periodical meeting and give his suggestions.

-

Perform other duties as maybe assigned.

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Task list for the driver 1. Welcome the guest. 2. Handle guest request. 3. Check oil and water of vehicles. 4. Handle preventive maintenance of vehicles. 5. Record fuel consumption. 6. Guide guest in excursion trips. 7. Answer the phone. 8. Handle lost and found.

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Procedures for driver 1. Welcome the guest. 1.1. When meeting a guest, smile and establish direct eye contact. 1.2. Use appropriates greeting. Good Morning/Afternoon/Evening. 1.3. Use the name of the guest, if known. 1.4. If not use: Sir or Madam. 1.5. Show an interest in the guest: How are you today? Did you sleep well? Did you enjoy your day? 1.6. Ask the guest what he wants: May I help you? 1.7. Thank guest and give closing comment by saying: Have a good day/afternoon/night. 2. Handle guest request. 2.1. Listen to get the facts. 2.2. Probe into the needs of guest by asking questions to clarify his request. 2.3. Explain what you can do or offer alternative. 2.4. Confirm with the guest that this is satisfactory. 2.5. Use positive words like: Certainly, I will be happy/glad to… 2.6. Take personal responsibility to do it. Do not give guest a run around or passing on request to other departments. 2.7. Follow up. 2.8. Give information to the guest. 2.8.1.Provide directions to the guest when asked. 2.8.2.Be sure that you are given the correct information. 2.9. Assist guests to enter or exit vehicles.

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2.9.1.If it’s possible the driver must come around the vehicle and open the door for the guest, whether at the hotel’s main entrance or at the airport. 2.9.2.While holding the door open it is necessary to extend a hand to guide the guest into or out of the vehicle. This may also serve to protect the guest from hitting his/her on the door frame while entering or exiting the vehicle. 2.9.3.After the guest has entered or exited the vehicle, the driver closes the door. 2.9.4.Give particularly attention to the elderly and handicapped person. 3. Check oil and water of vehicles. 3.1. Every day you have to open the motor of the car and check the levels of oil and water inside. 3.2. Refill when necessary. 3.3. Make sure that you are using the appropriate product for the type of vehicles. 3.4. Check the quantity of oil and ask the superior to order when necessary. 4. Handle preventive maintenance of vehicles. 4.1. Check. 4.1.1.Brakes. 4.1.2.Tires. 4.1.3.Gasoline. 4.2. Clean. 4.2.1.Vacuum inside the car. 4.2.2.Dust the dashboard. 4.2.3.Empty ashtrays. 4.2.4.Clean the window inside and outside. 4.2.4.1.With a damp clean cloth first. 4.2.4.2.With a dry clean cloth after. 4.2.5.Clean the exterior of the car with water. 4.3. Report for repair. 4.3.1.If you notice damages report the fact to the superior or directly to the maintenance department. 5. Fuel consumption. Every time you put fuel in the car you have to sign a receipt from the fuel station. The fuel station will send a monthly bill to the account department. 6. Guide guest in excursion trips. 6.1. Follow the flow of the traffic. - 116 -

6.2. Drive at speed limit. 6.3. Use caution upon parking. 6.4. Tun lights off. 6.5. Make sure doors are locked.

7. Answer the phone. 7.1. Answer call promptly after the second ring. Pen and paper in your hand. 7.2. Lift the receiver only when ready to talk. 7.3. Answer the call as per standards: 7.3.1.Greeting. Good morning/afternoon/evening. 7.3.2.Identify your department. 7.3.3.Identify yourself and then say. May I help you? 7.4. Use the voice with a smile. 7.5. If you wish the caller to identify himself ask politely: May I know who is calling please? Or May I tell him who is calling please? (If the call is for somebody else). 7.6. If you get a wrong number you may say: This is (name of the hotel or department). You must have dialed a wrong number, Please dial again. 7.7. Speak distinctly and clearly. 7.8. Listen carefully. 7.9. During a extended narration by the caller, indicate your presence on the line: Of course. Yes, I understand. Certainly Madam/Sir. 7.10.If you answer a call for someone not available: I am sorry, Mr. X will be back in few minutes. May I take a message? 7.11.Ask and write down the following information: 7.11.1.Name of caller. 7.11.2.Department/Company name. 7.11.3.Telephone number. - 117 -

7.11.4.The message. 7.12.Repeat the message for accuracy. 7.13.Thank the caller: Thank you for calling, good bye. 7.14.Wait for the caller to replace the phone before you do. 7.15.Complete your message by writing down: 7.15.1.Your name. 7.15.2.Date and time of call. 8. Handle lost and found. 8.1. Classification of lost and found items: 8.1.1.Perishable. Food and beverage items. 8.1.2.Non-valuable. Items such as clothes, shoes, bags, umbrellas and the like. 8.1.3.Valuable. Items such as money, jewelry, camera… 8.2. Found articles. All articles found anywhere on the hotel premises are to be returned immediately to the housekeeping office. 8.2.1.A lost and found ledger should be maintained and all items found anywhere in the hotel will be entered in this ledger with the following date. 8.2.1.1.Date. 8.2.1.2.Room or location. 8.2.1.3.Description of the article. 8.2.1.4.Article number. 8.2.1.5.Name of finder. 8.2.1.6.Disposition and date. 8.2.2.The front office will let the guest know that an item was found in his room, by phone or mail. 8.2.3.If a guest claims an article he must sign a receipt with his identification items. 8.2.4.If guest requests an article to be returned by mail, list when, where and how the item will be sent after proper identification. 8.2.5.Any valuable found in unoccupied room has to be checked by the supervisor. The guest will be advised about the incident so he could collect the item.

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8.2.6.If the guest doesn’t want the item to be returned or after six months, the item will be released to the finder.

8.3. Lost items. It is the duty of all attendants to protect the property of the hotel. 8.3.1.Report to you direct superior any supplies missing from the room. He will ascertain the fact, false or careless accusation can trouble the reputation of the hotel. 8.3.2.If the item is proved to be missing, the supervisor will notify the fact to the concerned person and record the lost. 8.4. Inform immediately if you found broken or damaged property, notify your direct superior. 8.5. In case of burnt or damaged bedding or linen: 8.5.1.Leave the damaged item where it is. 8.5.2.Do not change the damaged item so that the concerned manager inspect item personally.

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On-the Job Training Record: Job Title: Driver.

Department: Room Division. Name of employee:

Skills, knowledge and tasks.

Date

Perf.

of OJT

Grade

Signature Trainee

1. Welcome the guest. 2. Handle guest request. 3. Check oil and water of vehicles. 4. Handle preventive maintenance of vehicles. 4.1. Check. 4.2. Clean. 4.3. Report for repair. 5. Record fuel consumption. 6. Guide guest in excursion trips. 7. Handle lost and found. 8. Answer the phone.

Remarks:

Performance Grading: A- Good. B- Satisfactory. C- Needs Improvement.

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Trainer