How to Control Guest room keys in Front office

It is the duty and responsibility of the front desk staff to ensure the right guest is given the key to his room and his safety and security pertaining to issuance of key is not compromised or violated during his stay in the hotel.

Front Desk Agent should never give keys, room numbers, messages, parcels or mails to any person without first requiring appropriate identification.

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SOP - Preparing Welcome KIT for arrival guest

Preparation of welcome KIT for all arrivals is part of guest pre registration activity. This is to Make sure that the welcome KIT has everything that the guest requires while checking in to the hotel. And also to ensure a smooth overall check in experience at the time of guest registration.

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Do's and Don'ts while handling guest complaints in hotels

Hotel Staff may receive complaints about F&B outlets, Rooms and other services offered to the guest, Regardless of whether those operations are manages by the hotel .

Unless the front office and the food and beverage operators establish procedures for referring complaints, guest may continue to be upset and the htoel will continue to hear the problem.

Hotel staff members should anticipate how they might resolve some of the most common complaints. and they should also follow certain Do's and Don't while communicating to the guest.

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Hotel Front office SOP for - Guest registration and Checkin

After a guest arrives at the hotel, the front desk agent should complete the guest registration process. This is to make sure that the guest registration is completed as per the hotel standard and also to collect important guest information’s.

Registration card requires the guest to provide his or her name, address, telephone number, passport and visa details.

On addition to this the details of the reservatio like room type booked, room rate, billing instructions and meal plan is also printed on the registration card.

Guest is also asked to sign on the printed registration card as a statutory requirement and also to verify that the details provided on the registration card is accurate.

Read the complete Article : SOP – GuestRegistration and Check in process

SOP – Taking over a shift in hotels

Objective: An effective front office communication involves the use of log books, information directories, emails and telephone procedures. A proper hand over of shift is required to ensure smooth running of the front office shifts.Report to work place at the correct time.

 •Ensure you are dressed and groomed to hotel.
 •Check notice boards in the back office.
 •Check the hotel position overview for a week.
 •Attend briefing and take Hand over from the previous shift
 •Make sure to give hand over and take hand over.
 •All Front office staff has to read and sign the logbook.

Read complete article : SOP –Front Office Assistant / Executive - Taking over a shift

How to prepare for a shift in Hotel Front office

To be Ready Before the shift starts.

Punch in your attendance.

Read the log book :

1. Look for unusual events or incidents.
2. Guest Complaints.
3. Guest pending requests.
4. Other relevant information’s.
5. Situations which requires follow-up.
6. Any handovers from previous shift.

Read the Article Tips for preparing for a shift in hotel front office.

Tips for loss prevention in F&B department

There are many new technology which have been adopted by the hospitality industry to improve or change existing control systems. In most instances, basic control processes have not been altered. Instead, technology has enhanced the accuracy, depth, and effectiveness of these processes, while reducing the labor involved.

Spoilage and Pilferage:

Adequate checks in the receiving portion of the food service cycle can help reduce loss due to spoilage and pilferage. If frequent and excessive spoilage is reported, those responsible for the receiving process should evaluate product quality when it is delivered by the vendor; if substandard foods are arriving, receiving personnel should be empowered to refuse shipments or accept partial shipments. In addition, storage equipment should be checked regularly for proper maintenance and temperature control.

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SOP - Allocating Guest Room, Upgrade and Downgrade

Train your Front Desk staff on Allocation, Upgrading and downgrading guest rooms.

1) Familiarize with the roomstype in the hotel

Memorize the different room categories, their differences, and respective locations so that you can optimize the situation

2) Verify the room specificationson the reservation.

During check-in, verify with the guest, the room category he has reserved.

(Higher floor, Room with special view, Room away from elevator, Twin/Double, smoking/Non-smoking etc)

Read full Article: SOP for Allocating guest room.

Top 10 tips for assigning / blocking rooms in hotels

Top 10 Tips for Room Blocking/Allocation for expected arrivals :

Room blocking is a part of the guest pre-registration activity, This will help plan the hotel to meet special requirements of guest as well as a proper room allocation for the hotel. In Some hotels this process is done one or two days in advance.

Although the reservation department may block the desired rooms in advance, it is the responsibility of the front desk to assign guest rooms as per the specific requirement made by them at the time of reservation. Below points will help you to archive a proper room blocking.

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Variable and Fixed Costs in hotels

Variable and Fixed Costs in hotels:

 

The terms Variable costs and variable costs in hotel operation is used to distinguish between those costs that have no direct relationship to Hotel occupancy or business volume and those that has relation to occupancy and business .

Fixed Costs

Fixed costs are normally not effectecd by changes in occupancy or sales volume. They are said to have little direct relationship to the business volume because they do not change significantly when the number of sales increases or decreases.

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