MODULE 3 (1) Flashcards
What are 5 items that need to be checked when a receptionist reports for duty
The reception counter should be free from dust and any display literature should be up to date, neat and tidy and in its correct place.
Flower arrangements must have fresh water and dead flowers and leaves must be removed. If artificial flowers are used they must be dust-ed.
A good usable pen should be available.
Calendars should display the correct date.
The correct tariffs should be available.
What are 5 basic rules for reception staff?
Reception staff should be prompt (because the reception desk can’t be unattended
No smoking or eating in the reception area
No using the bar facilities during work hours
Dont gossip with other staff members (especially when guests are around)
Dont socialise with guests on a personal basis
Explain the use of brochures in a hotel
It presents the most attractive as-pects of a hotel
It is colourful with photographs
It describes the facilities a hotel provides
Rates are usually printed on loose inserts and placed inside
EXPLAIN THE TERM TARIFF.
A tariff list contains the schedule of prices or fees of a hotel; the amount is will cost for a room per night
EXPLAIN THE DIFFERENCE BETWEEN RACK, CORPORATE, SPECIAL AND STO RATES.
Rack Rate:
A term to describe the full fee for the accommodation.
Special Rate:
A reduced rate offered by hotels to organisations that regularly use the hotel
Corporate Rate:
Discounted rate for corporate travellers
Standard Tour Operator (STO):
The tour operator approached the hotel. The Hotel determines how much business it will get from the Tour Opera-tor and offer an STO rate for 10+ rooms. These are net (non commissionable) rates.
LIST FIVE BASIC DUTIES OF RECEPTIONISTS.
(SLIMR)
- Selling accommodation
- Receiving and welcoming guests
- Maintaining accounting and other records
- Liaising with all other departments within the hotel
- Integrating all activities relating to the service and comfort of the guests
What are 5 Basic morning shift duties (0800-1500)
- Check the night shift log book (from the previous shift) for any messages or matters to attend to
- Cash floats must be checked and ready for collection
- Any late night arrivals are entered onto the system
- Any charges on guest accounts must be posted
- Update the incident book with any unusual happenings
What are 5 Basic evening shift duties (1500-2300)
- Any new arrivals are dealt with when they check in
- Cash floats should be rechecked to make sure there’s enough change for evening shift
- Leave messages for night and morning shift
- Check which rooms are still vacant in case of walk-ins
- Any charges on the guest account during the evening shift should be posted
What are 5 basic night shift duties (2300-0800)
- Check and restore the cash float
- Any charges on the guest account during late shift should be posted
- Check which rooms are still vacant for walk-ins
- Complete correspondence
- Count cash and prepare deposits
What are7 METHODS OF BOOKING A RESERVATION. (NB)
Give a short description of each
- Online
Online bookings are the most common in many hotels because it is quick and easy. The guest will need to complete an online booking form. There are many platforms to book online. - Telephone
Telephone bookings are the most com-mon in many hotels. Most people have access to a phone and because it is interactive, they can get answers directly. - Fax/Email
combines the speed of the telephone with the permanence of a letter. Most ho-tels have fax machines, but they have mostly been replaced with guests sending emails. - Letter/Email
Guests used to book a reservation by letter, and the lead time was very long. Letters have been largely re-placed with correspondence via email. - Central Reservations Office (CRO)
Most hotels have their own computer network called central reservation systems (CRS). Guests can contact the CRO to make a booking on the system.
These networks instantly update important booking information and can connect GDS systems so that airlines or travel agencies can also make bookings on the CRS. - Travel Agent
A guest can make a reservation with a travel agent, and the travel agent (as mentioned) will make the booking on the GDS, which connects and up-dates the hotels CRS or notifies the CRO. - Personal
Walk-in personal contact that is interactive and more information can be obtained from both sides.
LIST THE DETAILS REQUIRED FROM A GUEST TO MAKE A RESERVATION.
- The guest’s name
- The arrival date
- The length of stay
- The departure date
- The type of room required
LIST FOUR BENEFITS OF A RESERVATION FORM.
(Just note: there are online and manual systems)
- It acts as a checklist (to ensure that all the relevant information is obtained.)
- It is a reminder to tell the guest certain things (price, release time, etc.).
- It can be easily processed.
- It is less likely to be lost.
Explain the use and purpose of the following forms used in the front office:
Reservation form
When a booking is made, the information is entered onto the reservation form.
IF manual, the bookings are then listed in the hotel diary, under the date of ar-rival. The booking is also indicated on one of the availability charts that the hotel uses.
Explain the use and purpose of the following forms used in the front office:
Hotel diary
.
ONLY if manual systems are used.
A ledger which pages canbe added to. When a reservation form or con-firmed booking is received, important information is entered on the date of arrival page. With notes and remarks
Explain the use and purpose of the following forms used in the front office:
Advance reservation chart
When reservations are made long in ad-vance, they are logged into this booking chart. Each page covers one calendar month. Entries are made in pencil in case of changes or cancellations. Rooms on the left, days of the month on top
