Sunday, December 30, 2012

Importance of Telephone Etiquette in Hotels

When it comes to Hotel industry regardless to whom the staff is speaking too it is very essential to make a positive impression.  All hotels follow certain standards while handling telephone calls.

Following points are always taken care while attending phone calls.

  • Phone should be answered within three rings.
  • Smile even though you are on the telephone.
  • Sit or stand up straight.
  • Use a low voice pitch.
  • Match your speaking rate to the caller's.
  • Avoid extremes in volume.
Read the complete article: Telephone etiquette in hotels

Why do hotels Turnaway reservation !

Hotels sometimes turnaway reservations from guests due to rooms not available on the requested period by the guest. There are other reasons also for turning away a reservation by the hotel to a guest.
  • Requested room type not available: The guest might be looking for a particular room type and the same was not available during this period.
  • High Price : The tariff of the hotel was higher than the what the guest was looking for.
  • High comparative price: Competitors was giving a lower rate for the same catogery.
  • Black listed company: The Booker was black listed by the hotel due to non - payment / other issues.
Read the complete article : Turnaway reservations

Sunday, December 16, 2012

Saturday, December 15, 2012

Sunday, December 9, 2012

SOP - Grooming And Hygiene

Guest Expectation:  I expect a high level of personal grooming and hygiene from all employees. I pay high room rates and I expect there to be high standards of grooming and hygiene which complement the facilities of the hotel.

Read full Article : SOP - Grooming And Hygiene

SOP - How to handle cash advance


Introduction:
Will you be ready to pay someone in advance when you have not availed the facility or service and what will you expect if you pay advance money to someone? must ensure that guest has a good experience as far as billing is concern.
It is an important procedure at the front desk and it is our duty that any guest making any monitory transaction should get the receipt and the transaction is handled professional way.

Read Full Article:  SOP - How to handle cash advance

Wednesday, November 28, 2012

Types of Room Rates used in Hotels


Hotels will always have more than one room rate category for each room type in the hotel. Room rates categories generally correspond to types of rooms available to sell in the hotel ( Eg: Suite, Deluxe, Premiere, Studio, Pent house etc. ).
Room Rates may also vary according to the available room features such as room size, location, view, furnishing, decors etc and also with competitors pricing.

Read Full Article : Types of Room Rates used in Hotels

Tuesday, November 13, 2012

Tips for resolving Declined Credit Card / Check issues in FO

Tips for resolving Declined Credit Card / Check issues in Front Office:
  • When a Credit Card is Declined by the EDC machine
  • Discuss the matter with the guest in private.
  • User Care when describing the guest's unauthorized transcation ( Eg: Do not say that he guest credit card is Bad or Worthless).
Read more: Tips for resolving Declined Credit Card / Check issues in FO

Hotel - Company Volume Guaranteed Rate Letter / CVGR letter

Hotel - Company Volume Guaranteed Rate / CVGR letter :

A Company volume guaranteed rate ( CVGR) letter is offered by the Hotel to a company to use the hotel services, and also to offer a special discounted rate for this high volume bookings agreed by this company.
View Sample Format: Hotel - Company Volume Guaranteed Rate Letter / CVGR letter

Sunday, November 11, 2012

Create Free Hotel Website with setupmyhotel.com


We Help you to setup a free hotel website !

Why you should be creating a website for your hotel or resort ?

Today’s economy is pushing travelers into a mindset of deal seeking, preferring small hotels, B&Bs or apartments. Small businesses, on the other hand, hotel owners are desperate to generate revenue lowering costs and commission dues.

An increasing number of demand enquirers the hospitality suppliers / owners to have a personal website presenting their promotional offers, online reservation possibilities and a clear content and navigation. As this is now the growing trend of hospitality industry.

Tourism industry and distribution systems need this kind of innovations because they are asking for the standardization in the booking processes and integration of various web systems, such as search engines, portals and booking systems. Travelers demand fresh content, deals and seamless booking experiences. Small accommodation suppliers are trying to cut out numerous middle hands and are asking for cost effective, reliable, independent direct channel. Read more: Create your Free Hotel Website with Setupmyhotel.com

Thursday, October 25, 2012

Hotel Business report

Hotel Daily business report sample / DBR sample :

Every hotel produces a ‘daily business report’ AKA ‘Manager flash’ that recaps all the activity within the last 24 hours. This daily report includes hotel statistics, like the total earnings from hotels revenue centers (eg:- Rooms, Food and Beverage outlets, Laundry, SPA, Shop rentals etc.)

Figures from each revenue centers is represented in FTD ( Figures today). MTD ( Month to date) and YTD ( Year to date), This figures are also compared with the Last year FTD, MTD and YTD figures.
Read Full Article here: Hotel Business report

Friday, October 19, 2012

Hotel Computer Security and Disaster recovery Tips


Hotel Computer security and disaster recovery tips :

The recent advance of computer software technology in recent years has given the hotel industry another security concern. Illegal entry into the computer room of a hotel can create a direct threat to the organization's financial stability and more over their customer database. Fires, natural disasters, and hardware theft can result in damaged or irretrievably of lost data.

Hotels should regularly conduct a audit on  risk assessment of all computer systems and software  to uncover specific areas of vulnerability. This is an assessment of the risk associated with the loss of each and all systems as well as all data stored on those systems. This assessment should be repeated half yearly or annually or as new software are brought online and old systems are replaced.


Read Full Article: Hotel Computer Security and Disaster recovery Tips

Sunday, September 23, 2012

Opera Xpress Recommended features selections from the allowed 55 features.


It is definitely a good choice for a small independent hotel like yours. the main highlight of this software are:

1) Opera Xpress is a skinned down version of the proven Opera PMS.
2) Strong oracle backend.
3) Good reporting capability.
4) Simple Navigation using dashboards.
5) A Wide range of interfacing capability with third party software's and hardware.
6) As they are the market leaders you easily get trained staff who already know how to work on Opera. ( Will save training / refresher training costs )
7) Opera Xpress enables you to simplify your night audit, eliminating down time in the process. Because you don't have to shut down the system while you wait for your auditor to review, ? le and reconcile, you save time and money.
8)Fully automated EOD process minimizes the opportunities for accounting errors.
9)And finally it is cost effective as you only pay for the feature's you use.
Read Full article and download the suggested features list here : Opera Xpress Recommended features

Storage and Issuing in Hotels

After items are received and verified, they should be immediately moved to locked storage. The hotel employees should move the items. If the receiving personnel are not available to move the items, the appropriate storage room supervisor should move the materials into storage.
The supplier's delivery person should not be allowed to enter the property's storage areas. A copy of the receiving document should be given to the store room staff for further verification before the items are stored.

Read Full Article : Storage and Issuing in Hotels

Sunday, September 16, 2012

Health Clubs and Jogging Trails Safety and Security


Health clubs and jogging trails are becoming increasingly popular. Many properties have installed or are installing exercise equipment for guest use. Properties that offer these services can take steps to reduce both the possibility of injuries to guests and the property's potential liability for such injuries.

Read Full Article : Health Clubs and Jogging Trails Safety and Security

Saturday, September 8, 2012

Hotel Safe Deposit Box Procedures


Safe Deposit Box Procedures in Hotels

Purpose:  The following procedures will ensure that all properties are in compliance with the use of safe deposit boxes by registered guests (boxes are not to be issued to non-registered individuals). Failure to comply with government requirements can result in the forfeiture of protection offered by these statues. Any departure from these procedures must be reviewed by management.
Responsibility:  The hotel manager is responsible for procedure implementation and training of front desk personnel. Periodic, documented audits of critical elements of the program are also required.
Read Full Article Here: Hotel Safe Deposit Box Procedures

Wednesday, September 5, 2012

Opera PMS- Hidden advance routing functionality


Opera PMS Hotel- Hidden advance routing functionality how does it work ?

Yes this is not the normal routing which you are think about. That’s old stuff and now this a hidden feature which only very less people / hotel is aware about !

This feature is called as 'Transaction Diversion'.

Normal Routing functionality allows you to set up rules / routing on each reservation to transfer charges to another room or window. But with this advanced routing functionality aka 'Transaction Diversion' you will be able to set up rules / routing that will automatically divert postings to a pre-defined paymaster.

Now what is the difference and how you should use it for your hotel !


READ FULL ARTICLE: Opera PMS- Hidden advance routing functionality

Monday, August 27, 2012

How to Speed up reservation process in Opera PMS


Speed up the reservation process with Auto Attach! Opeara PMS

In most hotels the front desk team spend significant time reviewing the arrival list to see if all information has been correctly entered, so that everything will be well prepared for the guest when he arrives.

Reservation agents has to check that the guest’s preference codes are in place, that the correct inventory items have been added, that there are traces in place to action necessary items, that the guests that are members of the loyalty program have the correct codes on their reservation to smoothly receive their benefits and so on. Performing this task was a tedious job and all because we need to make sure that the reservation agents have not forgotten something!

Now in OPERA PMS they offers a feature to help secure that all these codes are added automatically at the moment of reservation?

Tuesday, August 21, 2012

How to control Inventory


How to Control Inventory

Inventory control is often coordinated through the accounting department. Although some departments perform inventories of their supplies for their own benefit.

Major inventories should not be conducted by department heads or supervisors for their own departments. Better control is obtained when the inventory control staff comes from outside the department. Like for Example inventory control audit of Housekeeping done by Accounts department.

Read Full Article Here:How to control Inventory

Saturday, August 18, 2012

Hotel Setup Discussions :: Topic: Room Boy Security Checklist while Cleaning Room (1/1)


Room Boy Security Checklist while Cleaning Hotel Guest Room

  • Check Deadbolt on corridor door and connecting room door.
  • Security chain on guestroom door.
  • Security bar and/or metal pin on glass sliding doors.
  • Check Stop devices on windows to limit access from outside the room, where windows may be opened.
  • View port (peephole), to verify that the unit has not been reversed so individuals in the corridor can look into the guest room.
  • Check the room and bath Telephone.
  • In-room safe, secure and with no evidence of tampering.


Read Full Article: Hotel Setup Discussions :: Topic: Room Boy Security Checklist while Cleaning Room (1/1)

Saturday, August 11, 2012

Hotel and Restaurant Purchasing and Receiving control Tips

Hotel and restaurant Purchasing and Receiving control Tips:

Hotels and restaurants must purchase a wide variety of products, supplies, and services in the course of daily operations. There  is a less concern  about theft In small properties where the owner/manager is directly responsible for the purchasing.
For a Large hotel or a restaurant chain where more people become involved in purchasing, there is a chances of theft. This is also a weak area for the hotel security because it is very difficult to monitor and catch the theft. This mainly because there will be a very good understanding between the purchasing officer and the suppliers

Read Full Article: Hotel and Restaurant Purchasing and Receiving control Tips

Thursday, August 2, 2012

Hotel Guest Room Security Equipments

Hotel Guest Room Security Equipment's:

Hotel guest room security may be enhanced by the use of security equipment such as hotel/motel function locks, safety chains, and similar devices.

Secondary access limiting devices on sliding glass, balcony, and connecting room doors, access limiting devices for operational windows, a guestroom telephone or other communication device available for use 24 hours a day, a peephole in or window next to the guestroom door etc.

Hotel Guest Room Locks:

Hotel Guest room Security locks can be a critical aspect of guest protection. Locks and locking systems are needed which lend themselves to the smooth and efficient operation of the property, but which are not easily compromised.

Read Full Article Here: Hotel Guest Room Security Equipments

Saturday, July 21, 2012

Key Terms used in Housekeeping Department

Key terms used in the hotel Housekeeping department :

Housekeeping Status report : A report prepared by the housekeeping department to indicate the current status of each room, based on a physical check.

Preventive maintenance: A systematic approach to maintenance in which situations are identified and corrected on a regular basis. This will help to control costs and keep larger problems from occurring.

Room Status Discrepancy: A situation in which the housekeeping department's description of a room status differs from the room status information at the front desk.

Routine maintenance: Activities related to the general upkeep of the property that occur on a regular basis, This also requires minimal training or skills to perform.

Schedule maintenance: Activities related to the general upkeep of the property that are initiated through a formal work-order.

Turndown Service: A Special service provided by the housekeeping department in which a room attendant enters the guestroom in the early evening to restock supplies, tidy the room and turn down the covers of the bed.


Read the complete Article here: Key Terms used in Housekeeping Department

Market Codes

Sample Market segment used while creating reservations in hotels, Check out the codes here : Market Codes

Souce Codes

Sample Source segments used in hotel reservation process: Souce Codes

Salutation Codes

Sample Salutation codes used in hotels for profile updation: Salutation Codes

Reservation Status

List of standard reservation status codes used in hotels : Reservation Status

Profession Codes

List of Profession Codes for hotel guests profile updation, Check out here:  Profession Codes

Nationality Codes

List of Nationality Codes Check out here: Nationality Codes

Maintenance Code

List of maintenance codes used for property management system setup :  Maintenance Code

Wednesday, July 18, 2012

Types of Security Alarm Systems Used in Hotels

Types of Security Alarm Systems used in Hotels:

There is a growing use of alarm systems in some hotels and motels. Alarm systems may sometimes be invaluable for the many entrances and emergency exits found through a hotel or motel and for perimeter control.

There should be a control center for all property alarms  and the same should be properly located, Access to this room should be only permitted to authorized persons.

Read Full Article : Types of Security Alarm Systems Used in Hotels

Saturday, July 14, 2012

Hotel Physical Security Checklist

Hotel Physical Security Checklist

Perimeter:-

  1. Will a fence help protect the premises?
  2. If there is a fence in place,is the fence too high to climb or protected with barbed wire?
  3. Is the fence in good repair?
  4. Is the fence designed so no one can crawl under it?
  5. Are materials such as trash containers, incinerators,etc., that could be used in scaling the fence placed a safe distance away?
  6. Are the gates solid and in good repair?
READ FULL ARTICLE : Hotel Physical Security Checklist

Crime Prevention Through Environmental Design in hotels

Crime Prevention Through Environmental Design in hotels


Crime Prevention Through Environmental Design (CPTED) has become a recognized tool for the architect and developer in the construction of a lodging or hospitality facility.

The basic principles of CPTED include target hardening (controlling access to neighborhoods and buildings and conducting surveillance on specific areas to reduce opportunities for crime to occur) and territorial reinforcement (increasing the sense of security in settings where people live and work through activities that encourage informal control of the environment). READ FULL ARTICLE HERE : Crime Prevention Through Environmental Design in hotels

Wednesday, July 4, 2012

Hotel Security Department Organization Chart

Sample Organization Chart For Hotel Security Department :-
No two hotels have identical security requirements. National Security Standards are not suitable for such a varied industry. While such efforts are undoubtedly well-intentioned, the lodging industry quite reasonably view them as unrealistic and ultimately counterproductive.
 
Below you can find a sample format for organizational chart for Hotels / Resorts.


View Origination Chart Here: Hotel Security Department Organization Chart

Tuesday, July 3, 2012

Hotel Security Self Inspection Checklist

Hotel Security Self Inspection Checklist:-
Since Transient guest do not have the sense of territory or the ability to easily recognize intruders as intruders  that neighbors in a residential community have effective physical security in needed to reduce their vulnerability.
An Effort should be made to develop a self inspection or survey form tailored to the property. Below points should be considered while creating a checklist.

Read Full Article Here: Hotel Security Self Inspection Checklist

Monday, July 2, 2012

CCTV Tips for Hotel Security

CCTV Tips from the Experts for Hotel Security

  • If you Choose to have CCTV, Get a good system. Avoid going with the lowest bidder; If you're called into court you need to show that you hired the best company not the cheapest.
  • Before cameras are installed Make sure the supplier lets you see the image from the proposed camera positions using different lenses.
  • If possible, have security personnel watch the video monitors around the vlock to catch problems as they happen. At the very least, record everything so you have evidence in case of a crime or accident.

Read Full article here: CCTV Tips for Hotel Security

Thursday, June 28, 2012

House Keeping Training

House Keeping Training 

Types of Maintenance Work

Sizes of Linens used in hotels

Communicating Maintenance Work

Security Staffing In Hotels

Security Staffing In Hotels :-

While developing a security program, a hotel or motel will need to consider whether to hire staff as full time personal or to contract with some security agencies or arrange for part time protection with local off-duty police personal etc.

Because of a facility's size and organizational structure it may be appropriate to assign security responsible to a member of the management staff such as Resident manager or Human resource director. If management decides the property needs a security department, it must determine whether the department should be a proprietary unit with in-house staff functions or a security program run through a reputable, licensed contract security company.


Read Full Article: Security Staffing In Hotels

Wednesday, June 27, 2012

How to Develop Hotel Security Program

How to develope the security Program in hotels ?
Some important points relating to the development of a security program need to be made at the outset. First, a Security program should stress the prevention of security problems. 
It is far mare desirable to keep security incidents from occurring than it is to catch a criminal after a crime has been committed. Certain actions and procedures, properly implemented, may help to prevent or discourage such incidents. Nonetheless, it must be recognized that not all crime is preventable.

Read full Article: How to Develop Hotel Security Program

Saturday, June 23, 2012

Hotel Divisions and departments

Departments within a hotel are classified according to a variety of methods. According to one method, each department is classified as either a revenue center or support center. This method is especially useful for accounting purposes and in relation to the property's record keeping and information system.


Revenue Center - A revenue center sells goods or services to guests and thereby generates revenue for the hotel. Eg: - Front office, Food and beverage outlets, business center, SPA etc.


Support centers / Non- revenue center - Do not generate revenue directly but plays a supporting role to the hotel's revenue centers. Eg:- Housekeeping, Engineering, Human resources, Accounts etc.


Read full article here: Hotel Divisions and departments

Friday, June 22, 2012

Maintenance Types

Types of Maintenance in Hotels :-

The Housekeeping department often takes the first step to maintenance functions for which engineering department is ultimately responsible. There are three kinds of maintenance activities:-

1) Routine Maintenance.

2) Preventive Maintenance.

3) Schedule Maintenance.


Read full article: Types of Maintenance Work

Calculate productivity standard for Room Boys

Productivity standard worksheet for Room Attended / Maids.

Step1

Determine how long it should take to clean one guestroom according to the department's performance standards.


Eg:- Approximately 27 minutes*

Step 2

Determine the total shift time in minutes.


8 hours X 60 minutes = 480 minutes

Step 3


Read More :  Calculate productivity standard for Room Boys

Sunday, June 10, 2012

Identifying and Communicating Maintenance Work :-

Room attendants are the best and first line of offense in preparing for the guest stay, The clean the room and are the key people to recognize deficiencies that can cause guest dissatisfaction.

For instance, what happens if a room attendant does not recognize that a light bulb is burned out ? probably, the guest will try to turn on the lamp, notice the burned out bulb. become disgruntled and call the front desk.

This is one strike against the hotel. By setting up a proactive system whereby employees recognize deficiencies, report them, and repair them before anyone rents the room, the hotel team can avoid guest dissatisfaction.

Read Full article :Communicating Maintenance Work

Sizes of Linens used in hotels :-

Sheets, Blankets, tablecloths, etc. have to be sized according to the sizes of the mattresses and tables. Other items can be chosen on the basis of appearance and price.

Tablecloths come in wide variety of sizes. To make an attractive presentation, the edges of a tablecloth should have a sufficient corner drop off the end of the table.


Read More : Sizes of Linens used in hotels

Saturday, May 26, 2012

How to Calculate Room Count Accurately

Important Points to Accurately calculate Room Count.

It is important for Front desk agents to know exactly how many rooms are available, especially if the hotel expects to operate near 100 percent occupancy. Once procedures for gathering room count information are established, planning procedures can be extended to longer periods of time to form a more reliable basis for revenue, expense, and labor forecasting.

Read More :  Accurate Room Count

Saturday, May 19, 2012

Uniformed Service in hotels - ( Definition and Roles ):-

Employees who work in the uniformed service department of the hotel generally provide the most personalized guest service. Taken into consideration the degree of attention given to the guests by this department, Some Properties refer these as Uniformed services others simply as Guest service.
While personal in reservations, front desk, and communications areas effect guest perceptions, it is often personal  in uniformed service who make a lasting impression. Also uniformed service staff are usually classified as "tipped employees", Since a portion of their income is derived from guests gratuities !  
The primary positions within the uniformed service department are:
  • Bell attendants - Persons who provides baggage services between service between the lobby area and the guest room.
  • Door attendants - Persons who provide curb-side baggage service and traffic control at the hotel entrance.
  • Valet Parking attendants - Persons who provide parking service for guests automobiles
  • Transportation personnel - person who provide transportation services for guests.
  • Concierges - Person who assist guests by making restaurant reservations, arranging for transportation, getting tickets for theater, sporting etc.
   Read more here : Uniformed Services

Room Maintenance Cart Tools and Supplies

In Order to handle the guestroom maintenance activities efficiently and with minimal downtime for the room, the guestroom maintenance person is usually given a guest room maintenance cart. This Cart should contain tools and supplies necessary to deal with typical encountered problems or needs.


Read more on : Room Maintenance Cart Tools and Supplies

Sunday, May 13, 2012

Job Description for Food and Beverage Director

JOB DESCRIPTION:  FOOD & BEVERAGE DIRECTOR / MANAGER
REPORTS TO: General Manager
POSITION SUMMARY:
The Director of Food & Beverage is responsible for co-ordinating all phases of group meeting/banquet functions held in the Hotel; coordinate these activities on a daily basis; assist clients in program planning and menu selection; solicit local group Food & Beverage business; maintain the services and reputation of Your Hotel and act as a management representative to group clients.

DUTIES AND RESPONSIBILITIES:
1. Achievement of budgeted food sales, beverage sales, labour costs and profitability.
2. Completion of Customer Follow-up calls on a timely basis.
3. Timely analysis of Food & Beverage Prices in relation to competition.

Read More : Food and Beverage Director or Manager

Job Description for Airport Representative

JOB DESCRIPTION:  AIRPORT REPRESENTATIVE

REPORTS TO: Front Office Manager / Assistant Managers

Assists and ensures that all hotel guests are treated accordingly, during pick and transfer.

Read More on : Airport Representative

Saturday, May 12, 2012

Lobby / Duty Manager Job Description

JOB DESCRIPTION FOR : DUTY MANAGER / LOBBY MANAGER
POSITION SUMMARY:
Supervises and assign duty roster for F/O attendant, Concierge, Bell Counter, Guest Relations and Business Centre. Responsible for VIP movement in the Hotel.
Read More:- Lobby / Duty Manager

Friday, May 11, 2012

How to Make Cash Drop Envelope for Front office - Eco Friendly !

This topic is about making a Eco Friendly cash drop envelope for Hotel Front Desk Cashiers !

Required Items:- 

  1. Used Envelopes Any Type.
  2. Used once sided Paper.
  3. Cash Drop Envelope Format.
Read more on How to Make Cash Drop Envelope - Eco Friendly !

Sunday, May 6, 2012

Sunday, March 4, 2012

www.setupmyhotel.com is having a new look now:-

Take a look @ our new website sure you will like it !




Thursday, February 2, 2012

Wednesday, February 1, 2012

Hotel Guest Feed Back format / Comment Card :-

Sample format of guest feed back form (GSTS) used for hotels and restaurants.

For Samples Visit our webpage :-  http://setupmyhotel.com/GuestFeedBackForm.aspx

Guest Feed back form format  http://setupmyhotel.com/GuestFeedBackForm.aspx   



Tuesday, January 31, 2012

Reservation Confirmation letter in hotels:-

Sample format of reservation confirmation letter used in hotels, These formats can be used as a reference to setup the hotel front office software and also as a template for pre printed stationary.

A wide verity of  templates to choose from, some are country specific.

Check out these samples by visiting or page link :  http://www.setupmyhotel.com/ResvConfirmation.aspx

http://www.setupmyhotel.com/ResvConfirmation.aspx




Friday, January 27, 2012

Welcome Letter Format used in hotels:-

 Sample Formats of welcome letters used in hotels, Like Welcome letter by the General manager, Welcome letter for a pre-opening hotel etc


Check out the samples here :- http://setupmyhotel.com/WelcomeLetter.aspx

Sample Welcome letter format for hotels



Thursday, January 26, 2012

Foreign Currency Exchange receipt - Hotel

Format of foreign currency / Travelers Cheque exchange receipt used in hotels, Download samples for setting up your hotel PMS or Front desk.


You can download all the samples from http://www.setupmyhotel.com/CurrencyExchange.aspx


Preview of one of the Currency exchange sample.



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