MODULE 3 (3) Flashcards
THREE SYMBOLS USED ON THE BED-ROOM BOOK
room let previous night /
room vacant, but not ready V
room vacant and ready to re-let
(TRIANGLE)
State the purpose and use for the following notification form used in the front office:
Arrivals and departure lists
Summarise how many guests are arriving and departing in a day
Important for housekeeping anf restaurant manager
Special requirements are included
Circulated to different departments daily
State the purpose and use for the following notification form used in the front office:
Change of room notification slip
If a guest has already arrived but wants to change rooms
Must be treated as a DEPARTURE from one room and ARRIVAL into the next room
Sent to all departments to notify them of a room change
State the purpose and use for the following notification form used in the front office:
House list
Also called an Alphabetical Guest list
An alphabetical list of guests staying at the hotel
Only accessable to staff
Manual lists are on a revolving stand
Includes the guest name, initials, and room number
State the purpose and use for the following notification form used in the front office:
Function / tour list / ten-day forecast
Distributed once a week
Lists the functions and tours booked
Covers 10 DAYS
Gives staff an idea of upcoming events and how many people will be staying because of them
State the purpose and use for the following notification form used in the front office:
Call / papers / EMT list
EMT=Early Morning Tea
Kept at reception
Records exact times that guests want wake up calls, tea, newspapers or breakfast
State the purpose and use for the following notification form used in the front office:
Guest history card
A record of a guests stays at the hotel
Records room number, dates, name, address, rates used, credit rating, likes, and dislikes.
Filed in Alphabetical order
Useful for market research
Promotes good relations with clients, because staff can use it for the next stay
State the purpose and use for the following notification form used in the front office:
Daily summary sheet
For Management and department heads
For information, cross-checking, and statistics
This is the adding on
State the purpose and use for the following notification form used in the front office:
Room inventory card
Like a Guest history card, but for a room
Records items, furnishings, repairs, and renewals within a room
This helps the receptionist have an idea of what facilities the room has,
and aids the housekeeper in maintenance, upkeep, and insuring that items have not gone missing
Define a blacklist
If a visitor is undesirable, or left without paying, they are kept on record.
Records may appear in the guest history cards, where blacklisted guests will feature a black sticker. A separate list may also be kept.
The card will have a reason for blacklisting, and instructions like ‘do not accept’, ‘refer to manager’, or ‘undesirable’. Included are circulated lists of common hotel frauds.
Give the differences between a Key Card, Traditional Key, and Electronic Key in a hotel
Key card
Given to the guest by the receptionist
The card can be used to open a door by placing it in the lock. The card is programmed with a specific code that can only open the lock (VERY SIMILAR TO PARKING CARDS)
If the card is lost it can be reprogrammed
Traditional Key
Kept by porters or at the front desk
Often have a large tag to prevent clients from leaving with them
The tag is marked with the room number and hotel names to encour-age return but is a security risk
Electronic Key
Plastic credit card keys
Acts as a credit card, as it canbe used within the hotel to make payments on the guest bill
If lost, it canbe reprogrammed
What are the 2 kinds of safe keeping in hotels? How are they used?
(2 pointers ea)
Safety Deposit Boxes:
Guest is given a key, receptionist keeps a key. BOTH are needed to open the safe.
The guest signature is required
Deposit Envelopes:
Guest valuables are put in an envelope to be kept in the hotel safe.
The envelope is sealed and the guest signs over the seal
What are the procedures for accepting and returning valuables for safekeeping from guests?
Accepting
A receipt book in triplicate is used.
First copy is given to the guest, second remains in the receipt book, and the third is attacked to the valuable item
Full details must be on the receipt, including description and value of the valuables
Each time a new valuable is deposited, a ne receipt is given
All sealed items must be signed over
Returning
Deposited item and origional receipts must be reproduced.
Guest must sign in the receipt book to prove that they received the item
If the origional receipt was lost, a proof of identification must be re-produced
What happens when a guest is checked out?
Hint: Think of 5 departments
- BILLING OFFICE ensures that the guest’s account is settled
- CASHIER will ensure all valuables are returned (after receiving the receipt)
- HEAD PORTER will help with the luggage. Some hotels only let por-ters helpwith baggage once the guest account is cleared
- HEAD HOUSEKEEPER will check off their departure list when the room is vacant
- Keys are handed in at RECEPTION and guest leaves
A night auditor ascertains the viability of the hotel over night. How is this done?
by Checking:
postings of various charges
rates charged
discounts given
Cash received against potential daily revenue
and verifying Charge slips.
The night auditor will generate a report and send it to the managers
