Room availability
Alternative of room type when room required is not available
Overall hotel information and facilities
Length of stay
Transportation arrangement
Payment instruction
Guest profile
Special request
Confirming reservation
Filing system /data entry
· PRE ARRIVAL
INDIVIDUAL RESERVATION
Greetings : “Good morning / afternoon / evening / Reservation, Edo speaking, may I help you ?”
Room Availability : “Our rooms are available for the period of ….., may I know what dates do you require the room?”
Alternative of room type when room required not available : “ I am sorry to inform you that our standard room is not available on your desired date….”
…. Would you care for alternative dates or higher room type ?”
Overall hotel information and facilities : “Our hotel is located in the center of Kuta area, 15 minutes from the Airport. We have olympic size swimming pool and live music at the bar every evening”
Length of Stay : “How long will you be staying with us ?”
Transportation arrangement : “Do you need airport transfer to be arranged ?”
Payment instruction : “How would you settle your room reservation ?”
Guest profile : “Would you please spell your complete name ?”
Special request : “Do you have any special request pertaining your room requirement ?”
Confirming reservation : “We confirm your reservation for # rooms from … till…. under the name of …….. for further assistance you may contact me directly at the hotel number ext……”
Reservation Details Data Entry
GROUP RESERVATION
Mode of Arrival ( Staggered / one time arrival )
Check in time policy
Group itinerary
Hospitality Desk
Bed type / room type guarantee
Payment Instruction
Room facilities ( complete set up / minimum standard )
Transportation Arrangement
Person In Charge (both the hotel and the group)
Group Details
AIRPORT DISPATCHER /
AIRPORT GUEST RELATIONS OFFICER
Paging board
Flight details
Vehicles requested
Communication tools with the hotel
“Good morning / afternoon / evening, Mr/Mrs….. welcome to……. I am Edo, airport representative of hotel……”
Luggage collection : “Please kindly check your luggage before departing to the hotel”
Fond of farewell : “Have a pleasant stay with.. (hotel’s name
· ON ARRIVAL
VALET SERVICE
Valet Card
Remind guest of valuable items left in the vehicle
LUGGAGE HANDLING
Luggage tag
Confirming total luggage
Put clear identification on luggage tag
2. FRONT DESK
PREPARATION OF NECESSARY TOOLS
Pen, stapler, telephone, HT, EDC machine, registration form, etc.
LIST OF ARRIVAL OF THE DAY
VIP, groups, etc.
ROOM ASSIGNMENT
Connecting rooms, double bed, etc.
ROOM AVAILABILITY FOR WALK-INS
SPECIAL REQUEST : extra bed, etc
· FRONT DESK : CHECK – IN
WARM GREETINGS UPON GUEST ARRIVAL
“Good morning / afternoon / evening, welcome to ..( hotel’s name )”
RECONFIRMING RESERVATION DETAILS
“Your reservation is one standard room from …. till….. May I have copy of your voucher please ?”
ROOM REQUIRED NOT AVAILABLE
“Mr/Mrs…. I am very sorry to inform you that, the room as required is not available. We will find alternative room for you”
REGISTRATION PROCESS
“May I have your passport please ?”
“Please fill out the registration form and kindly put your signature”
DEPOSIT PAYMENT
“How would you settle your payment ?”
KEY CARD, VOUCHER, MESSAGE, HOTEL FACILITIES INFORMATION
DATA ENTRY
CHECK IN PROCESS IN THE SYSTEM
· CONCIERGE : CHECK – IN
ESCORTING GUEST TO ROOM
“Good morning / afternoon /evening, Mr/Mrs… I am Edo, I will escort you to your room”
EXPLAINING HOTEL FACILITIES
“Our swimming pool is open from 7am till 7pm”
“The restaurant is just next to the swimming pool”
ARRIVING AT THE GUEST ROOM
“Here is your room Mr/Mrs….”
EXPLAINING ROOM FACILITIES
“Safe deposit box is inside the wardrobe. You may use it with your own pin code”
“Bottle opener is installed on the bathroom wall”
“Umbrella is provided in case of rain. You can find it in the wardrobe”“Minibar is replenished on daily basis for items consumed”
EMERGENCY EXIT PROCEDURE
“Emergency exit is on your right after you walk out of your room”
· CONCIERGE : CHECK – OUT
LUGGAGE DOWN PROCESS
“Good morning / afternoon / evening, Mr/Mrs….
May I assist you with your luggage ?”
“Kindly ensure there is nothing left behind”
“How was your stay with us ?”
· FRONT DESK : CHECK – OUT
WARM GREETINGS UPON GUEST DEPARTURE
“Good morning / afternoon / evening, Mr/Mrs…. How was your stay with us?”
COMMUNICATING WITH HOUSEKEEPING
“Room #... Check out.”
ADDITIONAL CHARGE
“Do you have any additional consumption on the minibar ?”
GUEST INVOICE
“Please kindly check your folio. We post additional room charge for room usage until 8pm as previously explained to you”
SUPPORTING BILLS
“Do you need all the supporting bills of your folio ?”
GUEST DISPUTE
“Let me communicate it with related department. Would you mind waiting for few minutes ?”
LOST & FOUND ITEM IN GUEST ROOM
“Our housekeeping found some items left in your room.”
BILLING SETTLEMENT
“How would you settle your folio ?”
GUEST COMMENTS
“Please kindly fill out the guest comment. Your valuable input is highly appreciated”
TRANSPORTATION ARRANGEMENT
“Do you need taxi to be arranged ?”
ADVANCE BOOKING FOR FUTURE ARRIVAL
“May I assist you to make advance booking for your next visit to our hotel ?”
THANK THE GUEST
by: Edo Rahartadi (FOM Grand Istana Rama Hotel)
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