V7.docx

V7 Hotel Private Limited is a Private incorporated on 13 July 2015. It is classified as Non-govt company and is registered at Registrar of Companies, Chennai. Its authorized share capital is Rs. 70,000,000 and its paid up capital is Rs. 70,000,000. It is inolved in Hotels; camping sites and other provision of short-stay accommodation [ Restaurant facilities operated in connection with the provision of lodging remain classified in this group. Also included are the operation of sleeping cars when carried on by separate units] V7 Hotel Private Limited's Annual General Meeting (AGM) was last held on 29 September 2018 and as per records from Ministry of Corporate Affairs (MCA), its balance sheet was last filed on 31 March 2018. Directors of V7 Hotel Private Limited are Manjula Venkatakrishnan and Venkatakrishnan. V7 Hotel Private Limited's Corporate Identification Number is (CIN) U55101TN2015PTC101387 and its registration number is 101387.Its Email address is [email protected] and its registered address is NO.42, BRINDAVAN STREET EXTN WEST MAMBALAM CHENNAI Chennai TN 600033 IN , - , . Current status of V7 Hotel Private Limited is - Active. Activity Hotels; camping sites and other provision of short-stay accommodation [ Restaurant facilities operated in connection with the provision of lodging remain classified in this group. Also included are the operation of sleeping cars when carried on by separate units] Click here to see other companies involved in same activity.

Types of Hotels or Classification of hotels by their type Hotels are classified according to the hotel size, location, target markets, levels of service, facilities provided, number of rooms, ownership and affiliation etc.

1. Size - Or number of rooms Under 200 rooms 200 to 399 rooms

400 to 700 rooms More than 700 rooms The above categories enable hotels of similar size to compare operating procedures and statistical results.

2. Target Markets Hotel targets many markets and can be classified according to the markets they attempt to attract their guests. The common type of markets includes business, airport, suites, residential, resort, timeshare, casino, convention and conference hotels. Business Hotels: These hotels are the largest group of hotel types and they primarily cater to business travellers and usually located in downtown or business districts. Although Business hotels primarily serve business travellers, many tour groups, individual tourists and small conference groups find these hotels attractive. Guest amenities at business hotels may include complimentary newspapers, morning coffee, free local telephone calls, Breakfast etc. Airport Hotels: These type of hotels typically target business clientele, airline passengers with overnight travel layovers or cancelled flights and airline crews or staff. Some hotels might give free transport between hotel and airport. Some Airport hotels also charge the guest by the hour instead of normal daily night charges. Suite Hotels: These kind of hotels are the latest trend and the fastest growing segments of the hotel industry. Such hotels have a living room and a separate bedroom. Professionals such as accountants, lawyers, businessmen and executives find suite hotels particularly attractive as they can work and also entertain in an area beside the bedroom. Extended Stay Hotels: Extended stay hotels are somewhat similar to the suite hotels, but usually offers kitchen amenities in the room. These kind of hotels are for long-stayers who want to stay more than a week and does not want to spend on hotel facilities. Serviced Apartments: Serviced Apartment / Residential hotels provide long-term or permanent accommodation for Guest. Usually guest makes a lease agreement with the hotel for the minimum of one month up to a year. Rooms generally include living room, bedroom, kitchen, private balcony, washing machines, kitchen utensils etc. Unlike normal hotels Serviced apartment only provide weekly one housekeeping service. Resort Hotels: Resort hotels are usually located in the mountains, on an island, or in some other exotic locations away from cities. These hotels have recreational facilities, scenery, golf, tennis, sailing, skiing and swimming. Resort hotels provide enjoyable and memorable guest experiences that encourage guest to repeat to the resort. Bed and Breakfast / Homestays: These are houses with rooms converted into overnight facilities, this can size up to 1 to 10 guest rooms. They are also known as 'Home Stay's'. The owner of the B&B usually stay on the premises and is responsible for serving breakfast to the guest. Timeshare / Vacation Rentals: Another new type or segment of the hospitality industry is the timeshare hotels. These are sometimes referred to as " Vacation-interval" hotels. Timeshare hotels are where the guests who purchase the ownership of accommodations for a specific period. These owners may also have the unit rented out by the management company that operates the hotel.

Casino Hotels: Hotels with gambling facilities are called Casino Hotels. Although the food and beverage operations in the casino are luxurious their functions are secondary to and supportive of casino operations. Conference and Convention Centres: These type of hotels focus on meeting and conferences and overnight accommodation for meeting attendees. They also provide video conferencing facility, audiovisual equipment, business services, flexible seating arrangements, flipchart etc. These hotels mostly located outside the metropolitan areas and have facilities like golf, swimming pools, tennis courts, fitness centres, spas etc.

3. Levels Of service World class service: These are also called luxury / Five Start hotels, they target top business executives, entertainment celebrities, high- ranking political figures, and wealthy clientele as their primary markets. They provide upscale restaurants and lounges, Valet, concierge services and also private dining facilities. Mid-Range Service: Hotels offering mid-range or otherwise 3 to 4-star hotels service appeal the largest segment of the travelling public. This kind of hotels does not provide elaborate service and have a adequate staffing. They also provide uniformed service, food and beverage room service, in-room entertainment's and also Wi-Fi etc. Budget / Limited Service: These hotels provide clean, comfortable, safe, inexpensive rooms and meet the basic need of guests. Budget hotels appeal primarily to budget-minded travellers who want a room with minimum services and amenities required for the comfortable stay, without unnecessary paying additional cost for costly services.

4. Ownership and Affiliations Independent / Single Owner Hotels: They do not have identifiable ownership or management affiliation with other properties. Example of the same would be family owned and operated hotel that is not following any corporate policies or procedures. Chain hotels: Hotels which are part of a hotel chain and these kinds of ownership usually imposes certain minimum standards, rules, policies and procedures to restrict affiliate activities. In general the more centralised the organisation the stronger the control over the individual property . hat is the meaning / definition of Room Type in the hospitality industry? In Hospitality, the days of a hotel only offering guests standard rooms for reservations are long gone! Nowadays, there are myriad room types and suites at hotels around the world – a delightfully eclectic selection – meaning that any size of group and most preferences can be catered for. Of course, variously sized and styled room are made available at differing rates, but prices can be adjusted depending upon occupancy, time of year, and other factors. Rooms tend to fall into categories when it comes to price-bands, the type of décor, whether a room is pool-side or ocean-side... Images and descriptions of main features and amenities applying to each room category will usually be included on a hotel’s brand website and across its distribution channels.

Even though rooms may vary hotel by hotel, the following room-type definitions are common:         

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: A room assigned to four people. May have two or more beds. Queen: A room with a queen-sized bed. May be occupied by one or more people. King: A room with a king-sized bed. May be occupied by one or more people. Twin: A room with two beds. May be occupied by one or more people. Double-double: A room with two double (or perhaps queen) beds. May be occupied by one or more people. Studio: A room with a studio bed – a couch that can be converted into a bed. May also have an additional bed. Types of Suites can include:

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Master Suite: A parlour or living room connected to one or more bedrooms. Mini-Suite or Junior Suite: A single room with a bed and sitting area. Sometimes the sleeping area is in a bedroom separate from the parlour or living room. Other types of rooms can include:

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Connecting rooms: Rooms with individual entrance doors from the outside and a connecting door between. Guests can move between rooms without going through the hallway. Adjoining rooms: Rooms with a common wall, but no connecting door. Adjacent rooms: Rooms close to each other, perhaps across the hall. Also, it is important to point out that flexible hoteliers will always consider adding an additional bed (e.g. for a child), where a couple with a toddler wish to all sleep in the same room, or perhaps for an assigned care-giver. Also, in some rooms with single or double beds, a couch can be made into an extra bed where necessary. Finally, we should mention that often double rooms are booked by individual travellers who perhaps have trouble getting to sleep in a single bed, and prefer a double bed for their overnight stay or if they are staying for longer!

A hotel wouldn’t run smoothly without the right people and right resources in the right departments. If you’re new to the hotel business, or just doing your fair share of basic research, read below for the outline of a hotel’s structure. Your exact needs may not be the same as other hotels, which can be affected by the size of your establishment, whether you offer full service or not, and what amenities you have. But most hotels have the following seven areas in common. These areas reflect the various job roles that will need to be

filled to keep the organization running. Being aware of these departments can help you plan for future success. 1. Executives

These are the decision makers within the business. They may be department heads, managers, or directors. Depending on how your company runs and the size of it, executives may be responsible for some of the other areas discussed below, including accounting, marketing, and at times even front desk services.

2. Front Desk Services

Although no operational segment within a hotel organization is dispensable, it could be argued that very little would happen without the front office staff. These people are constantly in contact with guests, and may even be responsible for taking and handling bookings. Detailoriented people are often required for this role, since they must meet the exact needs of the guests. Sometimes concierge may also be lumped in with this division of the business, but could be an entirely different department worth building.

3. Housekeeping

Keeping your guest rooms clean and tidy is an essential task. Your housekeeping team is typically responsible for every detail within a room, from the cleanliness of the sheets to keeping toiletries stocked.

4. Maintenance

Even the best quality utilities and electronics can break and malfunction. In today’s tech-oriented world, there is also more to repair and fix in terms of computers, TV screens, game consoles, DVD players, and other cutting-edge tech items than before. Tech can sometimes also be the responsibility of executives or front desk services, depending on what works best for the organization. Additionally, in some cases, maintenance might be lumped in with housekeeping or another role. Again, it depends on the size of your business and the personnel available to you.

How many services or departments are there in 5star hotels? What are the names of at least 20 of them? “Departments” are usually defined by department codes which are used to define an employee’s specific job classification on payroll. This in turn, allows leadership to analyze payroll cost (labor) which is the single biggest expense in a hotel. There are many sub categories and I’ve listed a few of them… 1. Reservations 2. Revenue 3. Front Desk 4. Concierge 5. Bell Desk 6. Guest Services 7. Valet Parking 8. VIP Services 9. Housekeeping a. Room Attendants b. Housemen c. Lobby Attendants d. Runners e. Admin and Management 10. Laundry 11. Sales 12. Catering 13. Event Coordinators a. May fall under sales or catering or banquets 14. Marketing 15. Public Relations 16. Restaurant a. Hostess b. Servers c. Bussers 17. Room Service 18. Bakery 19. Kitchen a. Cooks b. Dishwasher 20. Receiving 21. Banquets a. Housemen b. Captains 22. Stewarding 23. Purchasing 24. Bar a. Bartender b. Bar Back 25. Employee Cafeteria a. Kitchen 26. Engineering. (The following would all be coded differently on payroll) a. Painter

b. Electrician c. Carpenter d. Plumber e. Administrative assistant f. Director 27. Spa a. Trainer (health club) b. Masseuse c. Greeter d. House or Locker Room Attendants e. Director 28. Pool 29. Resort Coordinator 30. Human Resources a. Trainer (for employees) b. Employee Benefits c. Hiring Manager d. Director 31. Security 32. Mail Room 33. Accounting a. Accounts Payable b. Accounts Receivable c. Payroll d. Audit 34. General Administration a. General Manager

FRONT OFFICE CHECK IN

Objective: After a guest arrives at the hotel, the front desk agent should complete the guest registration process. This is to make sure that the guest registration is completed as per the hotel standard and also to collect important guest information’s. Guest is also asked to sign on the printed registration card as a statutory requirement and also to verify that the details provided on the registration card is accurate. When Guest arrives at the reception to check in: 

Great the guest.

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Enquire the Last name / First name of the guest.

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Search for the reservation record and print registration card ( if the same is not pre printed )

Present the Registration Card to guest for verifying / reconfirming preprinted details Like : 

First Name, Last Name.

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Arrival Date. Time.

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Departure Date, Expected time of departure.

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Room Rate.

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Room Number.

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Room Type.

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Method of payment.

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Billing instructions.

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Meal Plan

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Request for ID Proof for local guest and Passport and Visa details for foreigners.

Following details to be completed: 

Salutation.

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Designation.

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Company Name.

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Address Home / Business

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City, Country

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Postal Code

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Telephone / Fax / Mobile numbers.

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Email address.

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Contact Number / Person in case of emergency.

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Purpose of Visit.

Passport details: 

Passport Number.

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Nationality and country of residence.

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Date of Birth / Anniversary Date.

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Passport Issue date and Expiry Date

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Place of Issue of Passport.

Visa Details: 

Visa Number

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Visa issue date and Expiry date.

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Visa Place of issue.

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Type of Visa.

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Proposed duration of Stay in the country.

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Arrived from.

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Proceeding to.

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Explain to the guest regarding late checkout policy if any.

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Request the guest to sign on the Registration Card.

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Scan / Photocopy of Passport and Visa copy and attach to the registration card.

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Front office assistant to also cross sign the registration card on the provided field.

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Update the guest details collected on regard to the Profile of the guest.

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File Registration card.

FRONT OFFICE CHECK OUT

According to James A. Bardi, the author of the textbook "Hotel Front Office Management," checkout is the "best opportunity for securing additional reservations." As the final impression that your customer has of your hotel, your checkout procedures are essential for maintaining and growing your customer base. You can ensure that your front office staff makes the most of this opportunity by developing a checklist for your checkout.

Arrange Paperwork The evening before, review all your guests who are due to check out and arrange all their files together. Send express checkout forms to all the appropriate guest's rooms. Note your customer's names so you can greet them by name in the morning.

Greet the Customer Make eye contact and greet the customer by name. Ask if she will be checking out. If she has completed the express form, take the form, review it for accuracy and ask for the keys. If the customer has not filled out the express form, continue with the checklist.

Ask About the Stay

Ask if she enjoyed her stay and if she will be returning to the area. If so, ask if she would they like to make another reservation. Is there another hotel in the chain where she might need another reservation? Note any future reservation information.

Review Bill With Guest While chatting with the guest, print out the final bill and review all charges. Make sure you review all room service, phone and mini-bar charges. If there is a discrepancy, ask the customer which item she disputes and tell her you will look into it immediately. If you have made a mistake, apologize and correct it. If no mistake is found, refer the bill to your supervisor.

Process Payment Ask how the customer will be paying for the bill. Process all charges and present the customer the receipt.

Ask About Other Services Ask if the customer requires hotel transportation to the airport or to have her luggage stored.

Thank the Customer Make eye contact and thank the customer for staying at the hotel. Ask if there was anything else that could have been done to improve her stay. Give out any survey forms and indicate where she can post positive comments online.

Report Back Report any complaints and suggestions to your supervisor. Refer any future reservation requests to the reservations department. Reservations Process in Hotel 1. 1. RESERVATIONS Reservations is an act of keeping or taking the room request and process the booking in the hotel database which acts as a base data for the guest to check in. 2. 2. Types of Reservation Guaranteed Advance Deposit Credit Card Guarantee Pre Payment Corporate Non Guaranteed 3. 3. GUARANTEED RESERVATION A A Reservation that is paid in advance. The payment is generally held until the arrival date or until check-out time the next day. The

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payment is usually made with a check or credit card. The payment is forfeited by the guest if the reservation is not cancelled in advance. 4. CorporatePre Payment Advance Deposit Credit Card MODES OF A GUARANTEED RESERVATION The different modes of guaranteed reservation are: 5. CREDIT CARD GUARANTEE Guaranteeing reservations through credit card are most popular method of payment in the business hotel. It is a form of guaranteed reservation and is customary in hotels and on the basis of which the reservation is held on confirmed basis, so that there is no loss of revenue in case of a no show. 6. ADVANCE DEPOSIT An advance deposit guaranteed reservation requires that the guest pay the hotel the anticipated amount of money before arrival. Advance deposit is partially large enough to cover one or two nights' room charge. This type of reservation is more common in resorts and less in city hotels 7. PRE-PAYMENT This requires full payment prior to the guest arrival. This is normally the most desirable form of guaranteedreservation. This type of reservation is rarely used while booking rooms in any hotel industries. 8. CORPORATE This is the contractual agreement between corporation/ companies and hotel which state that the corporation will accept financial responsibility for any no show guest. Such contracts are often popular inbusiness hotels and down town hotels. 9. TRAVEL AGENTS The guest pays the travel agents in advance for their tour package and the travel agent guarantees the client‘s reservation. In lieu, the agent provides the voucher to the guests indicating the required services that are required to be offered by the hotel. In case of no show, the hotel generally bills travel agencies for payment, and according to the agreement the travel agent must make the payment to the hotel. 10. NON GUARANTEED RESERVATIONS Non- guaranteed reservation is a provisional reservation. In this reservation, neither there is any legal process of confirming the room nor is any payment for the advance deposit made. When the reservation is confirmed under the non- guaranteed reservation, the hotel agrees to hold the room until the reservation canellation hour (6 p.m.) on the day of arrival. After the cancellation hour, the room is released and the reservation gets automatically cancelled. 11. THANKYOU

C-Form

FORM-C C Form is designed for collecting prerequisite information of foreigner guest whose accommodation is made in hotel. This is indeed requirements for security points of view. Its one copy must be submitted at the FRRO (foreign regional registration office). Basically this helps you in identifying legal arrival of foreigner guest about whom you keep information through this facility.

Once you generate C form, according to legal process this must be submitted at the FRRO (foreign regional registration office) within 24 hours. But, be cautious if any guest belongs to Pakistan. In case of Pakistani guest you are requested to submit this form within 12 hours only.

While you go for submitting this form, please retain in mind following things which must be filled up;

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Name of Hotel: Full Name of Foreign Visitor. (In block letters, surname first) Nationality: Number, date & place of issue of passport: Address in India (other than tourists): Date of Arrival in India: Arrived From: Whether employed in India-(Yes/No): Proposed duration of stay in India: Number, Date & Office of issue of Certificate :( Registration, if any)

(Signature of Hotel Manager/Host)

LEFT LUGGAGE PROCEDURE The term ‘Left Luggage’ refers to luggage left by a guest who checks out of the hotel but wishes to take his luggage later. The left luggage room has racks along the wall where the luggage is deposited. The procedure for handling left luggage is: 1. The Bell Captain confirms whether the guest has settled his hotel bill with the front office cashier. 2. The Bell Captain inspects the baggage and brings to the notice of the guest a pre-existing damage (if any). He enters the description of the baggage on the Baggage Tag and strings it to the baggage. The sticker has a number with a counter foil with the same number. 3. The Bell Captain enters these details in the Left Luggage Register. He mentions any pre-damage comments in the remarks column. He also mentions the expected date of delivery in the register. 4. He tears off the counterfoil of the Baggage Tag and hands it over to the guest. 5. He instructs a Bell Boy to deposit the baggage in the left luggage room. Learn more about bell boy and bell desk procedure …here

RETURN OF BAGGAGE 1. When the guest comes to collect the luggage, the Bell Captain takes the counterfoil from the guest. 2. The Bell Captain then cross-checks it with the Left Luggage Register. 3. The Bell Captain assigns a Bell Boy to bring the luggage from the left luggage room to the bell desk for inspection. 4. The Bell Boy tallies the guest counterfoil number with the baggage tag on the baggage and also confirms the description of the baggage mentioned. He brings the baggage to the bell desk. 5. The Bell Captain inspects the baggage with the guest and reconfirms the numbers on the tags. 6. The Bell Captain enters the date of delivery in the Left Luggage Register and obtain the guest’s signature. GUEST NAME ___________________________________________________ DATE _____________________ ROOM NO. ___________________________ BAGGAGE CHECK (Guest Copy) No.1234

MANAGEMENT IS NOT RESPONSIBLE FOR GOODS LEFT OVER 30 DAYS

BAGGAGE CHECK (Hotel Copy) No. 1234 · Suitcase ·

Brief Case

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Overcoat

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Umbrella

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Others _________________________

MANAGEMENT IS NOT RESPONSIBLE FOR GOODS LEFT OVER 30 DAYS. GUEST NAME ___________________________________________________ DATE _____________________ ROOM NO. ___________________________

Telephone Call Receiving Procedure Things You Should Learn: 1. You Should Know:       

Your system first. You should be able to identify what is external and what is internal call. How to transfer a call. Some frequently use telephone code Country code for outbound calls How to put your caller in hold How to use different phrase while talking How to receive other's call in your phone, etc

1. You should always have pen or pencil and small note books to write down message or notes. 2. Answer a telephone call within 3 rings. 3. If you receive an internal call then you should start with a greeting then your department name then your name then asks how you can assist him. For example: Namaskar, Front Desk, ….. speaking, how may I help you?

1. For an external call follow this procedure: Greeting then your hotel's name then ask how you can assist him. For example: Namaskar Hotel ABC Hotel, How may I assist you? A: During Call: 

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People easily become friendly and feel happy if you call him by his name. So, first ensure how should you address him and then call him by his name. While talking for quite a long time shows your caller that you are eagerly listening to him. So sometimes making noises like “hmm”, “yes”, “ok”, “I understand” can make the conversation spontaneous. Otherwise in middle of a long discussing if you keep silent for the whole time your caller may be confused whether you are listing or whether you are still on line or not. So, don’t make your caller confused. Receiving call demands deep attention. If you talking over telephone and at the same time doing other business then you cannot concentrate on anything.

So, if you really have to finish another job then it is better to hold the caller or tell him that you will call him after a certain period of time.   

Make your tone as friendly as possible. Try to smile while talking, the way you talk reflects in your tone. Don’t neglect any call. Take it as a business opportunity for your organization. If you or the caller cannot listen to other then offer him to call back.

B: Other People’s Call:    

Don’t say, you don’t, whether the person is whom the caller’s looking for. Tell him that you will call him back after locating him. If you can’t find that person then offer the caller to receive any message on behalf of that person. If you know when the person will be available then suggest the caller to call him. Don’t share any personal contact address as long you are not sure enough about the caller.

Now we will learn some most common widely used phrases and expressions used while handling calls: 1. Sometimes by hearing the tone you may not identify whether you caller is male or female. It is better to ask “How should I address you?” or “May I have your name please?” 2. If you need to transfer any call then say “Please allow me to transfer your call to Mr. X. Could you please hold down for a minute?” After that if the caller allows you and says Yes or Ok then transfer the call. 3. If you found the extension is not reachable or dead then say “Thanks for holding. But I am afraid Mr. Y is not available. Would you like to leave a message for him or call back later?” 4. If you found the extension is busy then say “Thanks for holding. Mr. Y is busy and still on line. Would you like to leave a message for him or call back later?” 5. While finishing a conversation say “Thank you Mr. X for calling. Have a nice day.” 6. Some common phrases are: “May I have your name please”, “May I have your contact number please”, “Mr. X please let me repeat the message…..Is that all right?”, “Mr. X could you please hold down for a minute?” Always keep pad, pen or pencil to receive any message. When you take any message try to write down these points of information in clear handwriting so that you can understand next time:      

Date & Time of the message Callers name Reason of Calling Message he left to deliver Name of the Guest, caller calls Guest’s room number

Callers telephone number, etc.

Good & Bad Practices:

Answering Telephone in Hotel & Restaurant: DOs & DON'Ts

Telephone always plays a significant role in hospitality industry. People from all round the world call for making booking or asking information or transferring message to the guest or for various other purposes. If you are a hotelier then you may have to answer telephone calls. This happens mostly with front desk staffs. Today we will learn some most effective telephone answering tips. These are some basic techniques you should apply while answering any call in hotel or restaurant.

DOs:  

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Answer the telephone promptly within 3 rings. Make the caller know your work area, your name and offer appropriate greeting. If it is an inbound call then just mention your department and if it is outbound call then mention name of the hotel with your identity. Always have pen and paper on hand, specially front desk personnel should always be ready to keep records. Listen carefully. Pay close attention to details being expressed by the caller. Make the caller feel that they have your undivided attention. Make an occasional acknowledgment of what he/she says. Mention the name of the caller, once established. If you have to ask the caller to hold on, explain why. Wait for the caller’s agreement before actually putting him/her on hold. If you have to transfer the call, explain why and make sure that the caller is properly introduced to the next party. If the purpose of the call has been said already, repeat the same to the next party. If you say you will call back, do so as soon as possible. Give him some sorts of idea that how long he or she need to wait. Sometimes you may not understand whether the caller is a man or lady. To be on the safe side politely ask his or her name or you can say "how should i address you"? Repeat back any details and follow up in writing (if necessary). Close conversation politely. Always say “thank you for calling.” Let’s caller hang up first. Try to satisfy your guest with proper information. If you don't know detail then

transfer the call to the right person. Never give wrong information.

DON'Ts:    

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Let the telephone ring more than 3 times. Answer the phone with merely “hello” or “yes”. Ask the caller to hold on while you scramble for pen and paper. Rely on your memory instead of writing what the caller says. Asking the caller to repeat the details is annoying and does not leave a good impression. Say “hold on” and leave the caller wondering if he/she is still being attended Say “I’ll transfer your call” without saying to whom and why. Say you will call back when you have no intention to. Say you cannot help and not offer to connect the caller to someone who can. Say “he hasn’t come in yet”, “she hasn’t come back from lunch yet” or “he is in the toilet”. People do not want to know the reason and are given the wrong impression by such answers. Hang up without trying to close the conversation. Hang up without thanking the caller for calling. Put your least intelligent, least coherent or “panicky” staff in charge of the phone. Keep talking to another person while answering phone. Eating something while answering phone.

Globally used common telephonic spelling codes:

How to Take Reservation on Phone Telephone plays an important role in times of reservation on phone. Perfect telephone handling ensures efficiency of the reservation agent which at the same time upholds hotel’s standard. All the time you should follow proper telephone manner. These are some basic tips you should follow while you are taking reservation on phone.

1. Pick up the phone before 3 rings. 1. Greet the caller. Try to keep very fresh, clear and friendly voice tone so that guest from other side of the phone may feel comfortable. Remember First Impression is the Last Impression. 2. It is advisable to greet in this way “Namaskar Reservations. How may I Assist you?” 3. Try to identify caller gender by his or her sound. Listen to the name properly. Repeat the name with Mr. or Ms. Caller may be hurt if you by mistake call him wrongly. 4. Try to understand why the caller calls. In a hotel people call not only for making reservation but also for getting information, arranging party, sending message to a guest or making business deal etc. So, first listen carefully to identify what sorts of assistance the caller wants from you. 5. If the caller calls for room reservation and if he is not a repeated guest then you should try to give a short overview on your hotel including hotel’s feature and amenities, specialty, special offer you are offering etc. 6. In the meantime, look at the room status or reservation chart. It will be so bad if after informing everything, guest becomes convinced and wants to have a room booked but you don’t find any room to sell as all are occupied. So, always be updated specially about room status. 7. If callers requested date indicates “SOLD OUT” which means you are unable to sell the room for that specific date, then very politely say sorry to the guest and let him know why you are unable to sell the room. 8. If the requested date indicates “WAIT-LISTED” then politely inform the guest about the situation and inform him that reservation on that day is wait-listed for that reason you are taking his reservation but not giving full guarantee and request him to check again closer to that requested date. 9. After giving an overview of you hotel, now try to identify what sorts of room the caller wants and try to offer him some options so that he can decide from his own or if he needs then assist him. 10. If the guest want to book the room then say that we are very pleased to reserve a room for you. May I have some information from you please? Now try to collect these information with proper spelling:

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Name of the Guest His Contact Address Room Types Room Rates Date of Arrival Date of Departure Date of Reservation Made Mode of Payment Special Remark (if any) Reservation Made by Person or Company

1. Repeat all the information caller gives and at the same time give him a reservation confirmation number. 2. If you have any objection about guest’s mode of payment or anything then inform the guest about your rules and request him to give you another option. 3. After settling everything thanks the caller for his patience and calling you. End up the call as warmly as you start and try to make him feel that he just have made a perfect decision. Making Room Reservation on Telephone (SOP) Discussion: For a front desk or reservation agent making proper reservation is the most important job. Generally most of the reservation has been done by phone. Here you will learn exactly what steps a front desk agent needs to follow to make a reservation in phone. Steps You Should Follow:

Step-1: Answer the telephone within 3 rings. Step-2: Greet the guest properly. “Namaskar,Hotel ABC Hotel How may I assist you?”

Step-3: In this stage be sure about the name and when guest wants to check in and check out. Try to understand this conversation: Guest: “I want to make a reservation” Agent: Ok sir. How should I address you? Guest: I am X.

Agent: Ok Mr. X, Sir/ Madam you are from which company?

Step-4: After confirming about guest proceed to the next level. In this case, first look for room inventory. You may either find any vacant room or no room for sale. Now, follow these steps in those cases. If you don’t find any room Available: Agent: I am terribly sorry, Mr. ABC. All our rooms are booked on XXX date. If you wish then I can put your reservation on waiting list or would you like me to recommend another hotel? Now if guest want his reservation to be put on waiting list then take full details about the guest and give him a reservation confirmation number. If you find a room Available: Now your approach will be to know which room will best match with guest.

Follow these steps: Agent: OK, MR. X, will you travel alone or not? (As a agent your duty is to recommend such room which match with guest. If guest travel with family then you cannot recommend him a single room and on the other hand if he comes with a family or friends then you should look for family room or others which is for more than 1 person.) Agent: MR. X, currently we have deluxe room, suit and studio room to accommodate your family. (If you have different types of rooms vacant then give some options to guest.)

Step-5: Try to highlight different features of each type of rooms and their price. If there any is any discounted offer, offer it. Be ready all the time for up selling.

Step-6: Make reservation properly. First be sure about guest name. Agent: How should I spell your name sir? Guest: It is x-.. and Then Agent: Is it …..Then …… ? Guest: Yes, you are right. Then politely request him for guaranteed booking.

Agent: Mr. X as you know our hotel is a busy hotel. So, I would like to recommend you to guarantee your booking as we have very high occupancy rate, you know.

Step-7: Explain your procedure for guaranteed reservation. Agent: Mr. X I just make your reservation guaranteed. This will ensure your booking. Now, if you do not come on XXX date, without informing us then one night room rate will be charged from your credit card as penalty. But if you like to change your reservation then you have to inform us 24 hours in advanced. I guess you understand our policy.

Step-8: Get contact details. Agent: May I have your contract number and address, please.

Step-9: Offer more services to your guest. Agent: Mr. X we are offering more for our guest. Would you like us to arrange pick up service for you in the airport? Guest: Yes, that’s great.

Step-10: Now you will approach to close down the selling. Repeat all required information to be sure that you have made proper reservation. Agent: So, Mr. X now I am going to repeat your reservation details. You like to be checking in on XXX and your checking out date is XXX. You preferred non-smoking, twin bed supreme room for you and your family. Room rent is XXX per night which included complimentary breakfast and Transfers. or You also pay in advanced for transportation service. Your confirmation number is XXX” Guest: Yes, you are right.

Step-11: Thanks the guest for his calling and finish the conversation. Agent: Thanks you Mr. X for choosing XXX hotel. Certainly you take the right decision. So, Mr. X see you on XXX. Have a nice day. Agent: Ok Sir. For transportation facility, both fax or telephone and credit card guarantees are required. Once we received confirmation from you, our concierge will contact you and make all the arrangements.

Wake-up call Handling Procedure: Wake up call is an in-house telephone call to a sleeping guest at a specific time to wake him up, predetermined by the guest. It is generally done in the morning but a guest may require any time of the day. It is the duty of telephone department to wake up the guest but if the call

will be made up for airline crews or group of guests then lobby personal will take get calls from local airline operators about the timing of the flight and then they should forward the message to telephone operator. In case of airline crews or groups generally the wake-up call should be done 45 minutes or 1 hour before the pickup time. In small hotels it is the duty of front desk agent to wake-up guests. Here are some tips you should follow:  

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Give full attention to write proper room number, name and time to wake-up guest to avoid any mistake. Always insure that guest really wakes up after your call. You can politely ask the guest that if he wants to have a 2nd wake-up call or not. If no reply is done by the guest while you are calling or guest just hang up the phone and hardly give any reply then you should call him again. While calling you should start this way, “Good Morning, Mr. X. This is 6 Am in the morning which is your wake up time. Have a nice day.” After getting your call, a guest may not understand the situation quickly as he just wakes up. So give him some time and explain again why you call him.

If after 2nd call, guest does not respond at all then send the bell person to knock his door and wake him up.

Proper Telephone Manner in Hotel: Telephone plays a very important role in hotel industry. Generally people outside from hotel calls for reservation or booking or change of schedule or passing message knowing information or talking to any guest. In all the cases the person who will receive the phone has to consider some basic telephone manner. Also if you are a front desk agent then you have to know some telephonic spelling codes used globally to write proper spelling of a guest. So if you are a non-English or even an English speaker you should know some well-known telephone manners.

Tips for using telephone in Hotel:

1. Let the caller know who you are and from where you are talking by let him know your name, your department name, designation you are holding etc. 2. Use some common phrases over telephone. 3. If you have to receive phone call frequently then you must have to have some essential materials like telephone guide, essential number and price list of your hotel, notepad, pen, pencil, eraser etc. 4. Try not to make the conversation lengthy, make it short and be specific 5. If possible try to ask some questions to know what guest want to inform that will ensure your sincerity to guest. 6. As over telephone no one can see each other so set your voice tone in a friendly manner. 7. You must not engage with other work like eating, drinking or writing while talking to guest because that could be an obstacle. 8. Remember and must use globally used common telephonic spelling codes.

Front Office – Discount Vouchers and Gift Certificates Gift certificates or vouchers are treated like a cash, The guest who is carrying a valid voucher or gift certificate is entitled to get a credit on the invoice or mentioned service with a discount or free of cost. 

All Gift Certificates will is sold at the Front Desk. The Front Office Manager is responsible for ensuring that an adequate supply of Gift Certificates and special discount voucher are on hand at all times.

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The front office manager is responsible for publishing and managing hotel online voucher / coupons and gift certificates. Eg: lodginglists.com, groupon.com, coupons.com, hotelcoupons.com etc. o

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All pre-printed Gift Certificates and vouchers will be issued by the Accounts department to the Front Desk.

A Gift Certificates issued by the hotel must include the following:

1. Date of purchase 2. Expiration date. 3. Serial Number.

4. Exact value of the certificate in local currency. 5. Exact discount percentage or entitled services. 6. Authorized signature (signature of the issuing Front Desk). 7. Hotel Seal 

Gift Certificates Issued to Companies or Travel agents must include the following:

1. Date of purchase / issue. 2. Serial number. 3. Hotel name and Contact number. 4. Exact value of the certificate in local currency. 5. Exact discount percentage or entitled services. 6. Authorized signature ( Signed by Sales Manager or Director of Sales) 

If the voucher not generated from PMS, then the photo copy of the Corporate Gift Certificate or details like serial number issued to should be passed on to the front desk cashier so the voucher can be updated on to the Property management system.

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Before passing a credit for the guest account front desk cashier should always check the validity and other details on the gift certificate.

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Each Gift Certificate should be posted on the Gift Certificate City Ledger account. The Gift Certificate number should be listed in the required reference field.

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Change should not be returned to the guest for any amount (difference between Gift Certificate value and balance due on check or folio).

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Gift Certificates are not refundable and exchangeable with other guests.

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Night Auditor should cross check all voucher or gift certificate with the credit entry shown on the guest folio. The credit entry should always match with the gift certificate value.

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If there is any discrepancy found then further investigation need to be done and the same to informed to the management team.

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The Gift Certificate Policy will be set my the hotel management and monitored by the financial controller.

ROOM OCCUPANCY REPORT

This report includes details like: · Arrival (Rooms & Persons) · In House (Rooms & Persons)

· Departure (Rooms & Persons) · Out of Order (OOO) · Rooms Occupied (Rm Occ) · Occupancy Percentage (Occ %) · Rooms Vacant (Rm Vac) · Rooms Vacant (Rm Vac) · ADR · Stayover (Rooms & Persons) · Block · Occupancy & Revenue Including Block · Rooms Occupied (Rm Occ) · Occupancy Percentage (Occ %) · Rooms Vacant (Rm Vac) · Room Revenue (Rm Rev) · ADR You can calculate hotel occupancy rate using the following relation: Occupancy = (Total rooms sold/ Total number of rooms available) X 100 When can you use this report? This report can be used to present month to month data on the business done by the property. Other than this, you can also use this report to forecast budget allocation for the coming year.