Front Desk Flashcards
How would you update/use the sell rate?
- Check email for weekday updated sell rates.
- The walk-in rate is usually minus $20 the sell rate (minimum $149) .
- The walk-in rate is only available for one night, additional nights the sell rate should be used.
- Do not negotiate: Always quote a higher room category to allow for offer of lower rate.
- Do not say rate out loud: Write it on a piece of paper.
- Quote all charges: Inform of additional parking charges before reservation is made.
What steps would you take if a gst checked in with a physical challenge?
- Add the Special Service”HAND.”
- Add a comment indicating the physical challenge, such as wheelchair, walker, vision, hearing.
- Update HAND report located behind fire panel door.
What 3 reports are printed at the end of every shift?
- Actual Departures: to ensure no outstanding gst balances.
- Bank Transaction Report: to ensure all CC transactions were approved.
- Cashier Transaction Report: must drop all reported cash. Discrepancies researched by Detailed Ticket Report. All Paid Outs accompanied by a signed Paid Out Receipt.
What important steps do the AM FD agents need to complete daily?
- Hold for rooms
- C/O early departures
- Ensure consecutive reservations are booked into the same room (CNS report, sort by same name)
- Print/complete comments from SXT report
- Change SXTs to SX when completed or ROLL TRACE if it should be continually checked
- Print high balances report and ensure CC/payment is on file
- Add HSIA and FSV codes are added to CBUN reservations with pop up comment
- C/O the “early check out box” and hotline
- Add parking & ski/bike valet special service codes
- Check departing rooms for VC status and C/O
- Check pending reservations for VC status and call waiting guest when ready
- Complete any outstanding items on “command sheet”
- Print reports and gave GSM sign off
How does the PM FD shift differ from the AM?
- Print high balances report and ensure there is a method of payment or master account and adjust to higher authorization if necessary.
- Print CBUN report and ensure all special service codes and comments are added.
- Check gst mailboxes and phone/message/deliver items.
- Check lift ticket box and deliver to gsts that didn’t receive.
- Check for undelivered messages. Phone/print/deliver to gsts.
- Adding parking/ski valet charges as necessary.
- Post laundry charges.
- Ensure tomorrow’s departures are billed correctly: correct rates are suppressed, A/R accounts are applied, charges are on correct folio, and that adjusts are applied as per comments.
- Cross check arrivals with special service codes.
- Check for consecutive reservations: CNS report, Sort by name. Ensure these reservations stay in the same room unless towhee use stated. Add special service codes.
What are the different parking special service codes?
Yellow parking pass - self park - SS code: XP
Green parking ticket - valet park - SS code: XV
White parking ticket - overweight park - SS code XOH
What special service codes/comments do you add to consecutive reservations?
SS code - CNS: consecutive
Comment - FD pop-up: “CNS pls make keys for ultimate departure date.”
Comment - SXT: “(date of CNS) - check-out/in CNS reservation and add applicable SS codes.”
Comment - HKT: “(date of CNS) - clean as stayover, CNS reservation.”
What are the ski/bike SS codes?
White laminated - SK8: 1 set SK16: 2 sets SK24: 3 sets+ BKV: 1 bike BK10: 2 bikes BK15: 3 bikes BK20: 4 bikes
How do you add La Tour parking codes?
- Check for SXT comment from reservations that states complimentary parking.
- Write “La Tour Comp Parking” on parking ticket.
- Add XPF code.
- Ha he SXT to SX.
How do you set up a room move?
- Duplicate reservation and change name to (HOLD FOR gst name).
- Inform HSKP of room moves.
- Add 11:11 to departure time.
- Inform gst to have bags packed prior to leaving for the day.
- Room move will be forfeited if not completed by 2:00pm (except for service recovery).
- Once complete, send email to “_WRS - Room Move.”
What are the steps to set up late departures?
- Ensure the room is not blocked by another arrival.
- If hotel is below 85%:
- 11:00 - 12:00: non SPG/preferred/Plus/Corporate
- 12:00 - 14:00: SPG Gold
- 14:00 - 16:00: SPG Platinum/VIP
If hotel is over 85%:
- no late check outs past 14:00 including Gold/Platinum, with the exception of service recovery
What are the steps for setting up consecutive reservations?
At Check-In:
1. Cut keys for entire length of stay
2. Ensure consecutive reservation is blocked into the same room
3. Make sure there are comments on both reservations
AM FD:
1. Sort all guests by their first name (consecutive should be the same name in both red and green)
2. Settle balance to the correct folio & CC
3. Transfer the CC/billing information to the new reservation
4. Transfer all relevant SS codes
5. Transfer all important comments
6. Co tact HSKP and inform of CNS rooms
At Check/Out:
1. Ask gst if they would like a folio for the full duration of their stay
2. Settle folio balance to the CC they checked in with unless alternate is presented
How do you C/O early departures?
- Remove (C/O early)
What precautions must be followed for adjacent room requests?
- Both gsts must be present.
- Never reveal if another gst has checked in or not.
- Exceptions are if both reservations are under the same name or by WRS management approval
What are the steps when checking in an SPG Platinum gst?
- Welcome gst as per normal C/I procedure.
- Acknowledge SPG status
- recognize membership level
- deliver all member benefits
- update email/ preferences
- thank them for their loyalty - Read comments, specially about room upgrade, pre-key packet and SPG letter.
- Inform gst of upgrade or reason for no upgrade.
- Confirm which welcome amenity they would like.
- 500 starpoints: no SS code.
- local gift (2 microbrews/bar snacks): add BONN and arrange amenity.
- platinum breakfast for 2: add BONN and PWB (for 1) or PWB2 (for 2). - Add FD comment stating which amenity was chosen.
