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Aston International Front Office Manual June 2002
PRIVATE PROPERTY i
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ASTON INTERNATIONAL INDONESIA
FRONT OFFICE MANUAL
June 2002
Aston International Indonesia, Wisma Staco, 3rd floor, Suite
100,
Jl. Casablanca Kav 18 Jakarta 12870
T: 021 8318800 F: 021 8317180 www.Aston-International.com
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OBJECTIVES OF THE MANUAL
This Departmental Operational Manual is to be used by all
department staff members. It explains our department policies and
procedures, rules, regulations, and standards of performance. The
manual includes definitions of the operational function of each
department section and the scope and duties of each team member. By
referring frequently to the manual, we can ensure that we maintain
a consistently high standard of performance in our daily
operations. To be an effective tool, employees, department and
division heads, and the general managers should constantly review
the manual. All suggestions received from staff members on ways to
improve the manual will be carefully considered and changes
implemented upon approval.
UPDATING THE MANUAL
The organizing of the Departmental Operational Manual is one of
the key responsibilities of Division Heads and their respective
Heads of Departments. The General Manager will approve the manual.
This manual is prepared using Microsoft Word 98 software to
simplify the process of updating information. Information contained
in the manual should be updated at least once a year. Manuals are
updated using the following procedures: 1. The Head of Department
reviews materials contained in the manual to determine whether
updates are needed.
2. A complete review of the manuals must be performed annually
by March 31.
3. Bring recommended changes to the attention of the Division
Head or executive member.
4. The Division Head approves changes and proposes them to the
General Manager.
5. Once the changes have been approved, the Division Heads
implements them.
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MANUAL REVISION & APPROVAL RECORD
DATE
COMPLETED
SECTION REVISED DEPT HEAD
SIGNATURE
G.M.
SIGNATURE SECTION TITLE PAGE #S REVISION
AUTHORS NAME
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TABLE OF CONTENTS
Topic Item Page Number
OBJECTIVES OF THE MANUAL ii
MANUAL REVISION & UPDATE iii
TABLE OF CONTENTS iv
ORGANIZATION CHART viii
JOB DESCRIPTIONS
Front Office Manager 2
Assistant Manager 4
Front Desk Supervisor 6
Reservation Supervisor 7
Reservations Agent 8
Guest Relations Supervisor 9
Guest Relations Officer 11
Business Center Secretary 12
Concierge 14
Receptionist 15
Telephone Operator (PBX) Supervisor 16
Telephone Operator 17
POLICIES AND PROCEDURES
Department Overview 19
Creating a Positive Hotel Image 20
1. Examples of Ways of Giving a Negative Image
21
2. Examples of Image Enhancers 22
RESERVATIONS
1. Basic Guidelines 23
2. Details Needed in Reservations 24
3. Reservations Procedures 25
4. Confirmation of Rooms 26
5. Guaranteed Reservation 27
6. Hotel Responsibility 28
7. Relocations of Guests with Confirmed Bookings
29
8. Disabled Guest Reservation 33
9. Integrity in Reservations 34
RECEPTION 35
1. Procedures for Arrivals 36
2. VIP Arrivals 37
3. Early Arrivals 38
4. Group Arrivals 39
5. Upgrading Accommodations 40
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Topic Item Page Number
ContinuedRECEPTION
6. Walk-In Guest 41
7. Establishing Credit 42
8. Courtesy Room 43
9. Room Status Report 44
10. Room Key Control 45
11. Key Issue 46
12. Welcome Letter 47
13. Aloha Courtesy Call 48
14. Incoming Calls 49
15. Wake-Up Calls 50
16. Safety Box 51
17. Exchange Rate 52
18. In-Room Safety Box Master Key 53
19. Check-Out 54
20. Group Check-Out 55
21. Lockout 56
TELEPHONE OPERATORS
1. Telephone Image 57
2. Basic Guidelines 58
3. Preferred Phrases 59
4. Basic Telephone Courtesies 60
5. Second Effort Program 61
6. Taking Guest Messages 62
7. Relaying Guest Messages 63
8. VIP Telephone Handling 64
9. Information Directory 65
10. Emergency Plans 66
11. Emergency Hotline 67
CONCIERGE
1. Overview of Services 68
2. Guidelines on Grooming & Behavior 69
3. DOOR / VALET SERVICE
a) Description 70
b) Guest Arrivals 71
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TABLE OF CONTENTS
Topic Item Page Number
POLICIES AND PROCEDURES
ContinuedCONCIERGE
4. BELLBOY
a) Procedures for Arrivals 72
b) Actions when Taking Guests To their Rooms
73
c) Introducing Guests to Facilities & Equipment in the
Guestroom
74
d) Providing Guests w/ Hotel Info 75
BUSINESS CENTER
1. Basic Guidelines 76
2. Assisting Guests 77
3. Providing Facsimile Services 78
4. Providing Photocopying Services 79
5. Reading Materials 80
6. Pricing 81
7. Requisitioning for Stationery 82
ASTON CLUB
1. Objectives of the ASTON Club 83
2. Job Description of ASTON Club Supervisor
84
3. Job Description of ASTON Club Guest Relations Officer
85
4. Job Description of ASTON Club Butler
86
5. General Duties & Responsibilities Of all Staff
87
STANDARD LETTERS
SAMPLES OF STANDARD LETTERS
1.Confirming Reservations with Guests 89
2.Confirming Bookings with Travel Agent
90
3. Confirmation of Contracted Rate Reservation with Travel
Agent
91
4. Confirming Changes in Reservations to Guests
92
5. Letter to Travel Agent Confirming Cancellation w/
Cancellation Fee
93
6. Welcome Letter to New Arrivals 94
7. Pre-Departure Letter to Guests 95
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TABLE OF CONTENTS
Topic Item Page Number
FF&E RECOMMENDATONS
FF&E RECOMMENDATIONS
1. List of Forms 97
2. List of Equipment 98
INDEX OF FORMS
FORM NUMBER TITLE
FO-001 Foreign Exchange Voucher
FO-002 Receipt
FO-003 Miscellaneous / Paid-Out
FO-004 Guest Account / Bill Correction
FO-005 Complimentary Room Request
FO-006 Reservations
FO-007 Airline Reservations
FO-008 Registration Form
FO-009 Guest Message Form
FO-010 Special Handling / Discount Authorization Form
FO-011 Guest Services Log
FO-012 Guest Call List
FO-013 Reservations Traffic Sheet
FO-014 FO - Collateral Duties
FO-015 FO Agent Over/Short Check List
FO/TR-1 Training Task List - Registration
FO/TR-2 Training Task List - Guest Account Administration
FO/TR-3 Training Task List - Mail & Information
FO/TR-4 Training Task List - Check Out
FO/TR-5 Training Task List - FO Agent Bank Handling
FO/TR-6 Training Task List - Guest Miscellaneous
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FRONT OFFICE ORGANIZATIONAL CHART
GENERAL MANAGER
ASSISTANT
MANAGERS
RECEPT
SUPVR
CONCIERGE
SUPVR
FRONT
DESK
VALET
RESERVATIONS AGENTS
CONC TEL OPERATORS
ROOMS DIV MANAGER
FRONT OFC MANAGER
RESERVATION
MANAGER
AIRPORT REPS
BELL MEN
ASST TEL
SUPVR
ASST RES
SUVPR
ACF
GRO
GRO
GRO
SUPVR
EXEC
BUTLER
S
FO
SECRETARY
BC SECRETARY
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FRONT OFFICE
JOB DESCRIPTIONS
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JOB DESCRIPTION
Job Title : FRONT OFFICE MANAGER Department : Front Office
Reports to : Rooms Division Manager
OBJECTIVES: To ensure Front Office operations run smoothly and
the goal of "Total Guest Satisfaction is attained. To ensure
efficient and courteous services to guest, observance of policies
and procedures, and to increase Average Room Rate, Occupancy, and
Room Revenue.
DUTIES & RESPONSIBILITIES: 1. To ensure the best Front
Office personnel are selected and trained to their maximum
potential.
2. To promote Human Resources Development for all Front Office
employees by planning, organizing, directing, and motivating, and
by establishing effective controls on expenditure and
performance.
3. To ensure the services provided by all FO employees meet or
exceed established policies and procedures, and to achieve the
highest levels of guest satisfaction and comfort.
4. To control room sales to maximize revenues by effective yield
management techniques.
5. To prepare annual budgets for the Front Office
Department.
6. To maintain Master Key controls and regularly report status
to the GM.
7. To inspect guestrooms and public areas to ensure orderliness
and cleanliness standards are maintained.
8. To monitor room status and to maintain clear lines of
communication with the Housekeeping Department and all other
departments in the property.
9. To coordinate with the Accounting Department on all
cashiering functions and credit procedures affecting the Front
Office and to ensure adherence to established accounting polices
and procedures.
10. To have a thorough knowledge of room categories, rates,
amenities, facilities and services of the property.
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Continued Job Description for Front Office Manager
11. To implement all key control procedures and participate in
all matters relating to guest room security.
12. To know all emergency and fire procedures and to ensure that
all Front Office staff is fully trained.
10. To assist the Rooms Division Manager and to complete
administrative tasks and special projects as requested by
Management.
11. To stay well informed of any changes in the property's
policies and procedures, as well as to keep abreast with trends and
technological innovations within the hospitality industry.
12. To perform all other duties as assigned by the Rooms
Division Manager.
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JOB DESCRIPTION
Job Title : ASSISTANT MANAGER Department : Front Office Reports
to : Front Office Manager
OBJECTIVES To ensure that the Sections in the Front Office
operations (Reservations, Reception, Telephone Operators, Concierge
and Bell Staff) run smoothly in order to reach our goal of "Total
Guest Satisfaction." To provide efficient and courteous service to
each guest in accordance with our standards and procedures, and to
maximize Average Room Rate, Occupancy, and Room Revenue.
DUTIES & RESPONSIBILITIES 1. To promote Human Resources
Development for all Front Office employees by planning,
organizing, directing and controlling efficiently. 2. To ensure
that services provided by all Front Office employees meet or
exceed
standards set by established policies and procedures, and to
achieve the highest levels of guest satisfaction and comfort.
3. To control room sales and to ensure maximum revenues through
effective yield
management. 4. To inspect guestrooms and public areas to ensure
orderliness and cleanliness standards
are maintained. 5. To monitor room status and maintain clear
lines of communication with the
Housekeeping Department and all other departments in the
property. 6. To coordinate all cashiering functions and credit
procedures affecting the Front Office
with the Accounting Department and to ensure adherence to
established accounting polices and procedures.
7. To have a thorough knowledge of room categories, rates,
amenities, facilities and
services of the property. 8. To implement all key control
procedures and participate in all matters relating to
guestroom security.
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ContinuedJob Description of Assistant Manager 9. To know all
emergency and fire procedures and to ensure all the Front Office
staff is
fully trained in handling these procedures. 10. To assist the
Front Office Manager and to complete all administrative tasks and
special
projects as requested by Management. 11. To perform any other
duties as may be assigned by the Front Office Manager.
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JOB DESCRIPTION
Job Title : FRONT DESK SUPERVISOR Department : Front Office
Reports to : Assistant Manager
OBJECTIVES Must have a thorough knowledge of all FO activities
and reports. Is responsible for daily check-in and check-out.
Provide assistance to the guest to achieve Total Guest
Satisfaction." Prepare work schedules according to the hotel's
occupancy forecasts.
DUTIES & RESPONSIBILITIES 1. To ensure all Reception
personnel comply with the hotels policies and procedures. 2. To
communicate and coordinate activities including incomplete service
requests to the
next shift and other departments and to keep the Supervisors
informed of these. 3. Responsible for ensuring that all check-in
and check-out processes are completed
according to established policies and procedures. 4. Responsible
for room assignments of guests with reservations and those
walk-ins. 5. To inspect and follow-up on room repairs to complete
out-of-order rooms. 6. To maintain and keep all work areas clean.
7. To attend scheduled meetings and training classes. 8. To be
familiar with hotel products, facilities, activities, and services,
and to be able to explain this to guests. 9. To ensure all hotel
guests are warmly welcomed and served professionally and
efficiently. 10. To maintain good relations with the staff and the
community. 11. To ensure all hotel documents are kept confidential.
12. To ensure that the Registration Card is completely filled out.
13. To perform all other duties as may be assigned by the Front
Office Manager and the Assistant Manager.
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JOB DESCRIPTION
Job Title : RESERVATIONS SUPERVISOR Department : Front Office
Reports to : Front Office Manager, Assistant Manager
OBJECTIVES
To be aware of all reservations activities and to coordinate the
requirements with the departments concerned.
To ensure incoming reservations are acknowledged within 12-hours
of receipt.
To prepare work schedules according to the hotel's occupancy
forecasts.
DUTIES & RESPONSIBILITIES 1. To ensure the Reservation Staff
comply with the hotel rules, policies and procedures. 2. To
communicate and coordinate activities and to properly turn over to
the next shift and
other departments, all uncompleted service requests, ensuring
the Assistant Manager is kept informed of these activities.
3. To ensure that reservations made by telephone, facsimile, or
letter are acknowledged
within 12-hours of their receipt. 4. To schedule and coordinate
meetings and training for Front Office staff. 5. To know the
hotel's products, facilities, activities and services provided. 6.
To maintain good relations with the staff and the community. 7. To
ensure all hotel documents are kept confidential. 8. To perform any
other duties as assigned by the Front Office Manager and the
Assistant
Manager.
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JOB DESCRIPTION
Job Title : RESERVATIONS AGENT Department : Front Office Reports
to : Reservations Supervisor
OBJECTIVES To be knowledgeable with all reservations activities,
coordinate rooms and reservations with departments concerned and
confirm all incoming reservations within 12-hours of receipt of the
reservation.
DUTIES & RESPONSIBILITIES 1. To ensure Reservation Staff
comply with policies and procedures. 2. Communicate and coordinate
all activities or incomplete service requests. Provide
information to next shift and other departments, and ensure the
Supervisor is kept informed.
3. Reply efficiently and courteously to all incoming
reservations within 12-hours of receipt. 4. Maintain a clean
working area. 5. Attend all meetings and training as scheduled. 6.
Be familiar with hotel products, facilities, activities, and
services, and be able to explain
them to guests. 7. Maintain good relations with the staff and
community. 8. Keep all hotel documents confidential. Never give the
room number of in-house guests
to outside callers. 9. Maintain excellent relationship with the
Sales & Marketing Department. 10. To perform other duties as
may be assigned by Management.
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JOB DESCRIPTION
Job Title : GUEST RELATIONS SUPERVISOR Department : Front Office
Reports to : Front Office Manager
OBJECTIVES Under the general direction of the Front Office
Manager / Assistant Manager and within the limits of established
ASTON International policies and procedures, he oversees and
directs all aspects of the guest relations functions to achieve the
highest possible guest satisfaction.
DUTIES & RESPONSIBILITIES 1. Report directly to and
communicate with the Front Office Manager / Assistant Manager
on all pertinent matters affecting guest satisfaction. 2.
Provide assistance to meet the needs of guests including acting as
interpreter for both
verbal and written communication. 3. Source recreational,
shopping and tourism facilities. 4. Provide functional assistance
and direction to guest relations personnel. 5. Interacts with
guests as well as individuals outside the hotel including but not
limited to
travel industry personnel, competitors and other members of the
local community. 6. Cooperate, coordinate and communicate with
other hotel departments as required. 7. Monitor guest relation
personnel to ensure maximum guest satisfaction through personal
recognition and prompt cordial attention from the guest's
arrival up to departure. 8. Monitor guest relation personnel to
ensure repeat guests and other VIPs receive special
recognition and service. 9. Prepare written correspondence as
required by Management. 10. Assist the Front Office Manager in the
preparation of rosters for the guest relation
personnel. 11. Inform other operating Departments, notably
Housekeeping and Food & Beverage on
matters that concern them.
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ContinuedJob Description of Guest Relation Supervisor 12.
Establish and maintain effective employee relations. 13. Assist in
identifying needs, develop formal training plans and implement
training
programs. 14. Oversee the maintenance of an efficient guest and
repeat guest history systems. 15. Maintain appropriate standards of
conduct, dress, hygiene, uniforms, appearance and
posture as a Guest Relations personnel. 16. Promote inter-hotel
sales and use by the guest of in-house facilities and services. 17.
Check VIP rooms and amenities. 18. Perform such functions as to
include but are not limited to: a) Preparing regular Guest Welcome
Letters. b) Attending to special requests of guests.
c) Developing and implementing a guest telephone contact system.
19. Inform Senior Management of special guest related problems. 20.
Handle guests' complaints and refer them as necessary. Follow up on
corrective action. 21. Prepare for Group Arrivals (Rooms, Welcome
Drink, Amenities, etc.). 22. Compile, analyze and control costs
related to guest relations. 23. Review VIP lists to check room
allocations, amenities and special requests. 24. Prepare
requisitions for amenities on a timely basis. 25. Perform related
duties and special projects as assigned by the Front Office Manager
/
Assistant Manager.
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JOB DESCRIPTION
Job Title : GUEST RELATIONS OFFICER Department : Front Office
Reports to : Guest Relations Supervisor
OBJECTIVES To ensure each guest of the hotel is cared for and
attended to in a highly personalized manner and with the end
objective of maximizing guest satisfaction and repeat business.
DUTIES & RESPONSIBILITIES 1. Project a feeling of warmth and
personal concern to hotel guests. 2. Converse with guests on a
broad range of topics making them feel comfortable and
welcome. 3. Greet guests by name and develop a rapport with
repeat clients. 4. Solicit needs of the hotel guests by ensuring
that all hotel services are taken advantage
of. 5. Prepare personal handwritten messages for guests. 6. Make
a courtesy call to every guest within 10 minutes of his arrival to
confirm that
everything is to his satisfaction. 7. Verify that all guest
amenities and procedures are properly in place. 8. Review arrival
and departure lists daily and be familiarized with the VIP list. 9.
Maintain an updated guest history file and ensure special
recognition is extended to
repeat guests. 10. Handle group arrivals efficiently. 11.
Maintain a close relationship with Department Heads to ensure
prompt and efficient
attention is extended to the needs of VIP guests. 12. To be
cross trained to perform the duties of a Receptionist at the Front
Desk. 13. To perform other duties that may be assigned by the Front
Office Manager.
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JOB DESCRIPTION
Job Title : BUSINESS CENTER SECRETARY Department : Front Office
Reports to : Front Office Manager
OBJECTIVES Under the general guidance and supervision of the
Front Office Secretary, or as assigned and within the limits of
established ASTON International policies & procedures, she is
responsible for attending to the guests and in maintaining the
business center facilities and operations. To provide various types
of comprehensive secretarial assistance to all guests and to
maintain the hotel's standards at all times.
DUTIES & RESPONSIBILITIES 1. To conduct herself as a true
professional employee with a friendly and helpful attitude
towards the guests. 2. To observe appropriate standards of
dress, hygiene, uniform, appearance and posture. 3. Responsible for
the overall cleanliness of the Business Center and it's efficient
and
professional operations. 4. To ensure all equipment and
facilities are in excellent working order. 5. To type all
contracts, reports, and letters on the word processor, make
photocopies, file,
send and receive facsimiles and emails, and to undertake other
secretarial duties that may be requested by the guests or by the
Front Office Manager.
6. To translate simple written materials from Bahasa Indonesia
to English or vice versa. 7. To arrange for the services of a
translator or interpreter upon the guest's request. 8. To ensure
that all facsimiles are sent as required by the guests, or received
and
delivered to the guest through the concierge. 9. To ensure that
all unidentified incoming faxes are verified. 10. To maintain the
Business Center logbook with updated information.
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ContinuedJob Description of the Business Center Secretary 11. To
issue the daily summary of the Business Center income. 12. To
ensure that the Business Center has adequate office supplies. 13.
To arrange the newspapers, magazines and other reading material in
the waiting area. 14. To properly prepare the guest's bill using
the Business Center services and to process
payment from guests. To ensure the timely submission of charges
or billings to the Front Office Cashier.
15. To monitor and control inventories of equipment and to
maintain adequate stocks of
needed supplies. 16. To log-in all incoming and outgoing faxes.
17. To develop ad maintain close business contacts with in-house
guests and to provide
personalized service whenever possible. 18. To assist the Front
Office Secretary in the day to day activities of the Front
Office
Department. 19. To perform other duties that may be assigned by
the Front Office Manager / Assistant
Manager / Front Office Secretary.
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JOB DESCRIPTION
Job Title : CONCIERGE Department : Front Office Reports to :
Chief Concierge
OBJECTIVES Must be knowledgeable with all Bell Services, car and
transportation activities, and the safe loading and unloading of
luggage and personal items. To provide a warm and courteous welcome
to all guests. Prepare work schedules according to hotel occupancy
forecasts.
DUTIES & RESPONSIBILITIES 1. To ensure that all Bell Staff
and drivers comply with hotel policies and procedures. 2. To
communicate activities and incomplete service requests to the next
shift and other
concerned departments, and to ensure the Supervisor is kept
informed. 3. To maintain a clean work area. 4. To attend meetings
and training as scheduled. 5. To be familiar with hotel products,
facilities, activities, and services, and to be able to
explain them to guests. 6. To maintain good relations with staff
and the community. 7. To ensure all hotel documents are kept
confidential. 11. To provide and ensure proper services for travel
arrangements, airline bookings,
sightseeing / limousine tours, airport information and on-going
hotel reservations.
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JOB DESCRIPTION
Job Title : RECEPTIONIST Department : Front Office Reports to :
Reception Supervisor
OBJECTIVES: Must have a thorough knowledge of all Front Office
reports and activities. Responsible for daily check-in and
check-out. Provide guest assistance and achieve Total Guest
Satisfaction." Prepare work schedules according to hotel occupancy
forecasts.
DUTIES & RESPONSIBILITIES: 1. Comply with hotel policies and
procedures. 2. Ensure that all daily, weekly, and monthly reports
are processed. 3. Responsible for checking guests in and out. 4.
Responsible for room assignments of guests with reservations, and
walk-in arrivals.
Assist with room inspection requests. Follow-up on out-of-order
rooms. 5. Communicate all activities and incomplete service
requests to next shift and other
departments, and ensure the supervisor is kept informed. 6.
Maintain a clean working area. 7. Attend all meetings and training
as scheduled. 8. Be aware of and familiar with hotel products,
facilities, activities and services provided
and be able to explain them to guests. 9. Maintain good
relations with staff and the community. 10. Keep all hotel
documents confidential. Never give the room number of in-house
guests
to outside callers. 11. Maintain good communication with other
related Departments. 12. Perform any other duties as may be
assigned by the Supervisor.
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JOB DESCRIPTION
Job Title : TELEPHONE OPERATOR (PBX) SUPERVISOR Department :
Front Office Reports to : Front Office Manager, Assistant
Manager
OBJECTIVES To know all switchboard, PABX, and telephone
functions, procedures and billing systems. Ensure all incoming
phone callers are courteously and warmly greeted, transferred
efficiently, and messages taken. Prepare work schedules according
to the hotel occupancy.
DUTIES & RESPONSIBILITIES 1. To ensure all telephone
operators comply with the hotels policies and procedures. 2. To
communicate and coordinate activities or incomplete service
requests to the next
shift and other departments, and keep the Supervisors informed.
3. To maintain clean work areas. 4. To attend scheduled meetings
and training sessions. 5. To be knowledgeable with hotel products,
facilities, activities, and services, and be able
to explain these to guests. 6. To ensure that all in-coming and
out-going calls are warmly answered and handled
courteously, professionally and efficiently. 7. To maintain good
relations with the staff and the community. 8. To ensure all hotel
documents are kept confidential. 9. To prepare the report on phone
expenses to each Department on a daily basis. 10. To maintain
excellent communication with the PABX technician. 11. To perform
other duties that may be assigned by the Front Office Manager and
the
Assistant Manager.
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pursuant to a
written agreement
JOB DESCRIPTION
Job Title : TELEPHONE OPERATOR Department : Front Office Reports
to : Telephone Operator Supervisor
OBJECTIVES: Responsible for telephone activities including the
PABX and its billing system and for ensuring that a high standard
of guest satisfaction is maintained.
DUTIES & RESPONSIBILITIES: 1. Report at working area at
least 15 minutes before shift begins. 2. Comply with the hotel's
policies and procedures. 3. Communicate all activities and
incomplete service requests to next shift and other
departments, and ensure the Supervisor is kept informed. 4.
Handle all incoming and out-going phone calls and messages
according to hotel policies
and procedures. 5. Know the hotel's products, facilities, and
services. 6. Know the department extension numbers, and Managers'
and Department Heads'
names. 7. Attend Front Office meetings and any training
arranged. 8. Be aware of all promotional activities and special
offers. 9. Maintain good relations with other hotel staff. 10. Keep
all guest information and room numbers confidential. 11. In case of
an alarm, locate the cause of the alarm and immediately
establish
communications. 12. Need to be able to override a false alarm.
13. Perform any other duties as may be assigned by the
Supervisor.
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FRONT OFFICE
POLICIES & PROCEDURES
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POLICIES & PROCEDURES Department : Front Office
Task : DEPARTMENT OVERVIEW
The Front Office is the nerve center of the hotel and
encompasses the Front Desk, the Reservations Office, Concierge,
Telephone Services, Business Center Operations and the Operations
of the Executive Club Floor.
The appearance, attitude and work habits of the Front Office
staff, coupled with their professionalism and efficiency, is very
visible to the guests and often is the basis of the guest's
impression of the hotel.
Thus, each staff member is considered a constant salesman for
all hotels under the
management of ASTON International Hotels & Resorts.
No other department has the best opportunity to create the warm,
courteous and efficient image so essential to success.
From the time of arrival to the time of departure, the Front
Office staff is in continual
contact with the guests.
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POLICIES & PROCEDURES Department : Front Office
Task : CREATING A POSITIVE HOTEL IMAGE
Guests form distinct impressions about a hotel based upon what
they see what they hear and the way they feel they are treated by
the hotel staff. Through these, they form an "image", whether
positive or negative, of the hotel. The collective "image" in the
minds of many guests creates the hotel's reputation. At ASTON
International Hotels & Resorts, we want to build a reputation
of providing warm, courteous, professional and efficient service to
our guests. We would like them to have a pleasant experience when
staying at any of our properties, whether for business or for
pleasure.
The Front Office staff represents the most visible group to the
guest. They are the first to greet the guest (i.e. the Doorman,
Bellman and Receptionist) and the last to say goodbye (i.e. the
Front Office Cashier, Bellman and Doorman).
During their stay, the guest will have many contacts with the
Concierge,
Receptionists, Mail Clerks, Telephone Operators, Business Center
Secretary and if the guest is staying at the Executive Floor, with
the Butlers and Lounge Staff.
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POLICIES & PROCEDURES Department : Front Office
Task : CREATING A POSITIVE HOTEL IMAGE
EXAMPLES OF WAYS OF LEAVING A NEGATIVE IMAGE
Crooked name tags. Worse is when they are upside down.
Hair in need of cutting, washing or combing in place.
Baggage carts parked untidily.
Disarrayed lobby furniture.
Employees arguing loudly in the presence of guests.
Dirty ashtrays. Dirty coffee tables.
Dead or dying plants in the lobby area.
Lack of personal hygiene.
Keeping a guest waiting deliberately.
Allowing phones to ring without answering promptly.
Rooming a guest in a room that has not been prepared.
Dirty shoes and uniform.
Slouching on the Reception Desk, smoking or eating, etc.
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POLICIES & PROCEDURES Department : Front Office
Task : CREATING A POSITIVE HOTEL IMAGE
EXAMPLES OF IMAGE ENHANCERS
Greeting the guest warmly and with a sincere smile.
Especially for repeat guests, address them by name when you
greet them upon their arrival.
Using a pleasant tone of voice.
Polite and courteous at all times.
Promptness in resolving a guest's problem.
Willingness to help a guest with his problem.
Tasteful and elegant VIP rooms and Executive Club Rooms and
Lounge.
Clean and well pressed uniforms. Clean and appropriate
shoes.
Excellent personal hygiene. Clean and washed hair and face.
Clean hands with clean fingernails.
Constantly and courteously addressing the guest by his name,
etc.
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POLICIES & PROCEDURES Department : Front Office
Subject : RESERVATIONS
BASIC GUIDELINES 1. Never leave workstations unattended. 2.
Always confirm reservation requests within 24 hours. 3. Never
separate the room block for groups, if possible. 4. Input all
reservation data into the system correctly. 5. Never miscalculate
numbers on pro-forma invoices or other financial data. 6. Never
give any confidential information to outsiders and competitors. 7.
Never misbehave. 8. Always put all reservation requests as
guaranteed. 9. Never offend colleagues, supervisors, or managers.
10. Never come late to work. 11. Answer telephones within 3 rings.
12. Use the guest name, whenever possible. 13. Always thank the
guest for calling. 14. Never eat, or talk to co-workers, while on
the phone. 15. Always greet guests with a smile. If you dont
understand what somebody is saying, you must ask him to repeat it
or to explain.
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POLICIES & PROCEDURES Department : Front Office
Subject : RESERVATIONS
DETAILS NEEDED The following information must be obtained and
documented on the appropriate reservations form:
1) Last Name and First Name
2) Number of Guests, including Children
3) Type and Number of Rooms Required
4) Room Rate
5) Arrival Information (how and when; 6:00pm hold for late
arrival?)
6) Name and Contact Number(s) of the Person Making the
Reservation
7) Full Name, Address, and Contact Numbers if Corporate Account
or Travel Agent
8) Special Requests or Services
9) Precise Billing Instructions (i.e. if company, what charges
will be billed to the company and what will be charged as personal
account?)
10) Source of the Reservation
11) Confirmation Requested
12) Reservations Clerk initials
Every effort must be made to obtain as much information
beforehand. However, in some instances either this is not possible
(i.e. because of the time limitation) or available. Thus, a note
must be made to the Receptionist to request the additional required
details. This is crucial with respect to billing instructions.
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POLICIES & PROCEDURES Department : Front Office
Task : RESERVATION RESERVATION PROCEDURES (What follows in this
section is a brief description of how Reservations are
processed.)
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POLICIES & PROCEDURES Department : Front Office
Task : RESERVATIONS CONFIRMATION OF RESERVATIONS PURPOSE: To
handle confirmations to reservations courteously and efficiently.
POLICY: All incoming reservations must be acknowledged within
12-hours of receipt. PROCEDURES: 1. Confirmations of the type of
room, room rate, check-in and check-out dates, and any
special requests for reservations must be clearly stated in
reservation confirmations. 2. Always verify room availability
before confirming the reservation with a guest. 3. All
correspondence is attached and filed according to arrival date and
month.
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POLICIES & PROCEDURES Department : Front Office
Task : RESERVATIONS
GUARANTEED RESERVATIONS
In properties where occupancy is consistently high throughout
the year, or in less busy properties with seasonal peak demand
periods, it is essential to ensure that the no-show likelihood is
kept to a minimum to maximize on revenue potential.
One method to ensure this is to request the booking source to
"Guarantee" the reservation confirmed with them.
This means that in the event the guest fails to arrive (a
"No-Show"), and provided
that no prior cancellation had been received, then the booking
source is liable and billed for the full room rate for the first
night's stay.
To make this procedure clear and not misunderstood, the
Reservations Agent
receiving the booking must make it perfectly clear to the
booking source at the time the reservation is made. A suggested
phrase is "Will you guarantee payment of this reservation? Rather
than simply saying "Will you guarantee the reservation?"
Methods of Guaranteeing Reservations
The booking source may quote the client's Credit Card
Details.
For corporate clients, the booking source will be asked to give
the full name and contact numbers of the person / company
guaranteeing the payment of the bill in the event of a No-show.
The booking source may ensure that a full or partial deposit for
the room is sent to
the hotel in advance. In all the above cases, the property is
entitled to bill the booking source in the event of a No-Show. The
decision on whether to actually bill or not is discretionary to
Management. The volume of business regularly received from the
account, weather or other conditions beyond normal control causing
the No-Show, may all affect the decision to bill or not.
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POLICIES & PROCEDURES Department : Front Office
Task : RESERVATIONS HOTEL'S RESPONSIBILITY IN GUARANTEED
RESERVATIONS
Once the property has agreed to accept a "Guarantee", then it is
obliged to hold a room for the expected guest (unless a
cancellation of the booking had been made). In the event the guest
arrives holding a guaranteed reservation to find that there is no
room available, then the property must take the following steps: 1)
Obtain comparable accommodations at a nearby hotel. 2) Provide and
pay for transportation to the other hotel. 3) Absorb the room
charges incurred by the guest at the other hotel for one night. To
"walk" a guaranteed reservation means that there had been a serious
error in judgement that jeopardizes the property and ASTON
International's reservations integrity.
4) Every effort should be made to contact the guest and
apologize for the inconvenience caused to him.
5) If possible, invite the guest back to the hotel the next day
and if the offer is
accepted, the Front Office Manager should ensure that the guest
is treated with full VIP courtesy.
6) Provide some special amenity (i.e. a basket of flowers or
fresh fruits) and a
Letter of Apology from the General Manager. Additional
Discussions on Relocations of Guest w/ Confirmed Bookings follow in
the next 2 Sections of this Manual.
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POLICIES & PROCEDURES Department : Front Office
Task : RESERVATIONS
RELOCATIONS OF GUESTS WITH CONFIRMED RESERVATIONS 1 PURPOSE: To
maximize occupancy and minimize guests' complaints. POLICY: Guests,
who are moved to another hotel (Walked) due to overbooking, are to
be treated with utmost diplomacy, empathy and care. Whenever
possible, do not walk VIP guests, women who are traveling alone,
disabled individuals, or families with small children. Relocations
are handled away from the Front Desk to ensure privacy for the
transaction. PROCEDURES: 1. Both the Reservation Manager and the
Front Office Manager should closely monitor the
nightly booking status for potential Sold-Out situations. All
Front Desk and Reservations personnel must be kept informed, so
that additional reservations are not taken when the hotel is
already overbooked.
2. On overbooked days, cancel deadline reservations by 6:00
p.m.
Note: Guests with deadline reservations who arrive after 6:00
p.m., and whose reservations have been canceled, are advised of the
situation. All possible assistance to obtain accommodations for the
evening is given to the guest. Notify the Telephone Department and
Message Desk of the guests new accommodations so that all messages
and inquiries can be forwarded to them.
3. After reservations with special requests have been
pre-assigned (VIP, etc.), assign rooms for arrival on a first-come,
first-served basis.
4. Secure a room at a comparable hotel for guests holding
guaranteed reservations but
whom the hotel is unable to accommodate. 5. If possible, guests
to be relocated are met on arrival at the airport by the
Reservation
Manager, Front Desk Manager, or their designated
representative.
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ContinuedPolicies & Procedures for Relocations of Guests w/
Confirmed Reservations 1 6. Advise the guest of the situation (in
private) and explain what alternate
accommodations have been secured for the guest. Assure the guest
that messages and inquiries will be forwarded to their new
hotel.
7. Advise the guest that the hotel will assume financial
responsibility for one nights room
and tax, and for transportation between their new accommodations
and the ASTON International property.
8. Offer guests the opportunity to return to the hotel the
following morning, if their
reservation is for more than one night. 9. Have transportation
standing-by and ensure that the guest is promptly taken to
their
new destination. Notify the Telephone Department and Message
Desk of the change. 10. If the guest is brought back to the hotel
after an overbooking situation, he is given VIP
status. Accommodations are upgraded, and a hand-written card of
apology from the General Manager is placed in the guestroom.
11. The Front Office Manager personally calls the guest the
following day to apologize. 12. In cases of corporate clients:
a) The Reservation Office informs the Sales & Marketing
Department of which
companys guest was "walked" the previous evening.
b) On the day of the "walk", the Reservations Manager contacts
the person who booked the corporate guest and apologizes for the
situation.
c) The Sales Manager contacts the companys representative to
explain the
situation and apologizes in behalf of the hotel. 14. The
Reservations Manager ensures that a notation of the walk is made in
the
approximate file, within the guest's history.
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POLICIES & PROCEDURES Department : Front Office
Task : RESERVATIONS
RELOCATIONS OF GUESTS WITH CONFIRMED RESERVATIONS 2 PURPOSE: To
maximize sales and occupancy, and to ensure each staff member acts
and thinks like a salesperson, and that all Hotel staff are fully
trained in selling techniques. POLICY & PROCEDURES: 1. As a
salesperson, employees must know and understand the Hotel's
products:
What Will You SellThe facilities and services of the hotel.
How Will You SellListen and hear what the guest is asking for.
You cannot sell without a true understanding of your product. Who
Are Your CustomersYour customer is anyone who comes onto the
Property.
2. The Selling Process:
Opening Use questions to discover the customers needs. The art
of asking questions is an acquired skill and practice and
experience can master it. Do not be afraid to ask. Listening is one
of the most important aspects of the selling process.
Keys to good listening:
Use phrases such as, I see, I understand, What you are looking
for is... Take notes. Ask questions when you are not sure what the
customer is saying or asking. Limit your talking, and increase your
listening. Dont jump to conclusions. Dont argue mentally with the
customer. Concentrate. Do not interrupt.
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ContinuedPolicies & Procedures in Relocation of Guests w/
Confirmed Reservations
Presenting Remember that you represent your product and the
Hotel. Use brochures to present your facilities and products to a
customer.
Closing the Sale Closing the sale is a critical part of the
selling process. Always ask for the business. Use phrases like:
"May I make a reservation for you now?" Or, "How many rooms would
you need?"
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POLICIES & PROCEDURES Department : Front Office
Task : RESERVATIONS
FOR DISABLED GUESTS PURPOSE: To maximize guest comfort and
satisfaction. POLICY: All disabled guest reservations will
automatically receive VIP status and will be assigned pre-blocked
accommodations that best meet their requirements and needs.
PROCEDURES: 1. When the Reservations Department confirms a
reservation for a disabled guest, every
effort must be made to meet their accommodation requirements. 2.
Mark reservations clearly with hotel special requests and inform
all departments. The
reservations should be marked "VIPD," which means, Very
Important Person - Disabled.
3. Pre-block accommodations at the time of the booking, and
assign the rooms nearest to
the lobby and/or elevators. 4. Ensure F&B outlets, and other
departments are informed of the presence of this special
guest and of their particular needs. 5. Offer all possible
assistance to the guest while staying at the hotel.
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POLICIES & PROCEDURES Department : Front Office
Task : RESERVATIONS
INTEGRITY IN RESERVATIONS
All ASTON International Hotels & Resorts' properties should
strive to honor all reservations made in good faith. This
characteristic of the property will have a bearing on the
reputation of the company and the properties we manage and affect
the client's decision on choosing to stay with us over other
property options available to them.
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POLICIES & PROCEDURES Department : Front Office
Task : RECEPTION
The first major contact of an arriving guest is the
Receptionist, therefore it is important that this person has good
manners, is pleasant, courteous, polite and efficient.
Remembering names and faces will be a great skill that would be
appreciated by the guests and will better help him in "selling" and
producing more business for the property.
The Receptionist must always be alert and ready to assist and
take care of the guest
approaching the desk.
Any phone calls must likewise be answered promptly. If a guest
is present when the phone rings, politely excuse yourself from the
guest before answering the phone.
In smaller operations, the Reception will also act as the Mail
and Information Center,
with all the responsibilities of those functions.
Systems will vary depending on the size of operations, but
basically the Front Desk will have either a computerized or manual
system for indicating status of all rooms in the property as well
as records indicating guest arrivals. The Receptionist must be
fully aware and capable in using the property's system.
There is usually a minimum of 2 Receptionists: a Night
Receptionist and a Day
Receptionist. Each must brief the other before ending/starting
the shift especially on matters requiring follow-up.
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POLICIES & PROCEDURES Department : Front Office
Task : RECEPTION
CHECK-IN PROCEDURES POLICY: Check-in time is 14:00 hours.
However, if rooms are available, guests are welcome to check-in
earlier. PROCEDURES: 1) Guests are acknowledged immediately upon
arrival: they are greeted with a pleasant
smile and a warm welcome. 2) Retrieve guests reservation by
his/her last name in the computer system.
3) Explain the reservation details to the guest that is the type
of room, rate (if on personal account), location of room assigned,
and facilities.
4) Attempt to up-sell, indicate that nicer accommodation is
available and describe its
features and benefits. 5) Ensure that the guest agrees to an
up-sell before asking the guest to complete the
Registration Card. 6) Ask what method of payment the guest will
use. Obtain a credit card and make an
imprint or collect at least one night's deposit (for walk-in).
Do this politely ensuring guests are not offended.
7) Check the Registration Card to ensure that all the
information required has been
completed before asking the Bell Service to escort them to the
room. 8) Upon arriving in the room, explain the room facilities and
the operating system to the
guests, and encourage them to put their valuables in the safety
deposit box. 9) Wish the guest a pleasant stay. Discussions on
specific arrival situations follow in the next sections of this
manual (i.e. VIP arrivals, walk-in guests, group arrivals,
etc.).
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POLICIES & PROCEDURES Department : Front Office
Task : RECEPTION
V. I. P. ARRIVALS
PURPOSE: To provide the highest level of professional and
courteous service to VIP guests. POLICY: All Front Office staff
must be aware of VIP arrivals expected each day, and make
sufficient preparations so that registration and room assignments
are expedited and efficient. PROCEDURES: 1. Pre-register VIP
guests. 2. Warmly greet and address guests by name whenever
appropriate. 3. Ask guests only to sign the registration form. Do
not ask about their method of
payment. 4. The Assistant Manager or higher executive escorts
the VIP guest to their room. 5. Accept the method of payment only
if the VIP guest volunteers the information. 6. (Refer to the VIP
checklist for grade, type of treatment etc.).
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POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
EARLY ARRIVALS
PURPOSE: To maximize guest satisfaction and comfort. POLICY:
Check-in time is 14:00 hours. If rooms are available, guests are
welcome to check-in earlier.
PROCEDURES: 1. Guests who arrive earlier than their arranged
check-in time are greeted warmly. Check if
their room is available then advise them of the approximate
waiting time. 2. Do whatever possible to ensure that guests are not
kept waiting for a clean room for more
that 30 minutes. Store their luggage until their room is
available, offer them a welcome drink, and suggest hotel tours
while their room is prepared.
3. Inform the guest that once the room is ready they will be
notified immediately. 4. Contact the Housekeeping Department and
advise them of what number of rooms are
needed and when they are needed. Tell them to call you as soon
as the rooms are ready.
5. Call back in 30 minutes to check on the room status if you
dont hear from Housekeeping.
Once the room is ready, take guests to the room immediately.
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POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
GROUP ARRIVALS
PURPOSE To provide a warm and courteous welcome, and an
efficient check-in process. POLICY All Front Office staff should be
fully aware of all group and tour arrivals, and ensure the
expedient registration and rooming of groups and tour members.
PROCEDURES 1. Find out the details of group and tour arrivals each
day. 2. Coordinate preparations for group arrivals with the Front
Desk staff. Ensure that
registration procedures are followed, and that requests for
nearby or adjoining rooms are met if possible.
3. Check that Bell Service is prepared for efficient and prompt
luggage dispatch, according to
the rooming list. 4. Ensure that rooms are ready prior to the
group's arrival. 5. Encourage group requirements such as wake up
calls until date of departure. 6. Spread completed information to
other concerned Departments.
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POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
UPGRADING ACCOMMODATION PURPOSE To maximize guest satisfaction
and comfort. POLICY Accommodation may be upgraded only with the
prior approval of the Assistant Manager.
PROCEDURES 1. Guests are advised that their room had been
upgraded when they check-in or as required. A
note is signed by the Manager and together with a complimentary
gift or amenities, is sent to the guest's room.
2. Upgrades are subject to availability and occur only when
necessary or if a guest is unhappy
with their accommodation. 3. Reasons for upgrades include: lack
of hot water or air-conditioning, noise due to
construction, mix-up in reservations, etc. 4. Graciously
apologize to the guest for the inconvenience and explain that an
upgrade in
accommodation is being provided as a way of apology.
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POLICIES & PROCEDURES Department : Front Office
Task : RECEPTION
WALK-IN GUEST
PURPOSE To provide a warm and courteous welcome, and maintain
guest satisfaction and comfort.
POLICY Reception staff must be aware of room-availability and
room-status and be prepared to assist all walk-in guests.
PROCEDURES 1. Warmly welcome the walk-in guest(s). 2. Check the
guest list and compare it with the expected arrivals and departure
list. 3. The room status at the computer is always cross-checked
with the room status report that is
provided by the Housekeeping Department. 4. Obtain the required
length of stay for the guest and cross-check these dates with the
room
availability in the computer. 5. Try to sell or up-sell to a
higher room category. 6. If a discount is required and you are not
authorized to make the decision, check with the
Supervisor or Manager on Duty. 7. Politely inquire on the method
of payment, and request at least one night's deposit or ask to
imprint their credit card. 8. Contact the Assistant Manager if
the guest refuses to pay a deposit. POLICIES & PROCEDURES
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Department : Front Office
Task : RECEPTION
ESTABLISHING CREDIT PURPOSE To minimize skipping payment and
check-out. POLICY Always politely obtain information on the method
of payment by asking the guest to present a credit card for
imprint, or at least one night's deposit for an individual
reservation or walk-in guest.
PROCEDURES 1. During the registration process verify with the
guest the credit card noted on the
reservation, politely ask for their credit card, and make a
clear imprint of the card. 2. If your action is questioned, explain
to the guest how the process benefits them in
speeding-up the checkout process. 3. VIP's are never asked to
establish credit upon arrival, they are simply asked to sign
the
registration card.
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POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
COURTESY ROOM PURPOSE To maintain a high level of service and
guest satisfaction. POLICY The courtesy room is for temporary use
while the guest is waiting for their room or has checked out but
requires temporary lodging. PROCEDURES 1. If a guest's room is not
available within 30 minutes of arrival, they may be given the
temporary use of a courtesy room. 2. With the prior approval of
the Front Office Manager or Assistant Manager, a guest may be
given a courtesy room if they have checked out but are not
leaving the hotel until late afternoon. They may keep their luggage
in the luggage storage.
However, if a guest requests a late checkout and the room is
available, offer the guest a day-room for 50% of their room
rate.
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POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
ROOM STATUS REPORT PURPOSE To speed up the check-in process, and
maintain a high standard of quality service. POLICY The
Housekeeping Department reports the current room status to the
Front Office Department twice daily. These reports must be
rechecked in the computer system by Reception. PROCEDURES
1. Check carefully for any discrepancies in the system between
the Front Office status and Housekeeping status.
2. Contact the Housekeeping Department and ask for additional
information or verification if a
discrepancy is discovered. 3. Report to the Supervisor if the
room shows vacant in the system but is actually occupied, or
if other discrepancies are noted. 4. If the guest extends his
stay without notice, check the deposit / payment made. If the
deposit balance is less than the given 1 night's rate, then ask
politely for more deposit.
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May not be used or disclosed outside ASTON international except
pursuant to a
written agreement
POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
ROOM KEY CONTROL PURPOSE To provide security and a high level of
guest privacy. POLICY The room key is never given to anyone other
than the registered guest. PROCEDURES 1. When a person approaches
the Reception Desk and asks for a room key, politely ask for
his/her name and room number. 2. The name is cross-checked in
the computer and the room key is only given if he/she is the
occupant of the room. 3. Do not give the room key to a person
who claims to be the spouse of the registered guest
but is not mentioned on the registration. 4. Ask for
identification. If the guest doesnt have identification, then ask a
Security Officer to
escort the guest to the room. 5. Be tactful and diplomatic when
declining to give a room key to an individual, and explain
that the policy is for guest security. 6. Contact the Manager or
Duty Manager if the person becomes quarrelsome. If a room key is
lost, ask the guest to fill up and sign the additional room key
request and cross check with the registration card, before giving
him another key.
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Contains private and/or proprietary information.
May not be used or disclosed outside ASTON international except
pursuant to a
written agreement
POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
ISSUANCE OF KEYS PURPOSE To provide security and privacy to
guests. POLICY ONLY an authorized person can issue a room key to
the registered guest. PROCEDURES 1. Room keys become invalid after
guest checks-out. 2. If a guest looses a key, another key may be
issued and the previous key becomes invalid. 3. NEVER issue a room
key to an unregistered guest. If a registered guest looses a key,
he/she is required to fill up and sign for the additional room
key.
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Contains private and/or proprietary information.
May not be used or disclosed outside ASTON international except
pursuant to a
written agreement
POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
WELCOME LETTER PURPOSE To provide a warm welcome to newly
arrived guests. POLICY All newly arrived guests are to receive a
welcome letter that is signed by the General Manager.
PROCEDURES 1. Personalized welcome letters are prepared and
signed by the General Manager for all guests
who check-in before 18:00 hours that day. 2. Deliver the welcome
letter to the Housekeeping Department by 18:00 hours. 3.
Housekeeping must deliver the welcome letter to the guests room by
the Room Attendant
who does the turn-down service.
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Contains private and/or proprietary information.
May not be used or disclosed outside ASTON international except
pursuant to a
written agreement
POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
ALOHA / COURTESY CALL PURPOSE To provide a warm welcome to new
guests, and demonstrate our high level of attentiveness, courtesy
and helpfulness. POLICY Within 15 minutes after check-in, a
Receptionist calls newly arrived guests in their rooms to ensure
that they are satisfied with their accommodations and other
arrangements. Problems or complaints that are discovered by the
courtesy call should be resolved within 30 minutes. PROCEDURES: 1.
Call the guest within 15 minutes after check-in. Greet the guest by
their name, identify
yourself, and your position, and ask if their accommodations are
satisfactory. "Good afternoon Mr. Smith, this is Ketut from
Reception. Sorry to disturb you, but
I want to check if your room is satisfactory. Is there anything
else we can do for you?"
2. Listen carefully and do not interrupt. Respond courteously.
If the guest has no problem or
complaint, say: "I am pleased to hear that everything is
acceptable. Please let us know if we can
be of service during your stay." 3. Respond courteously if the
guest has a problem or complaint. Accept what the guest has to
say and do not make excuses. Clarify the problem or complaint
and, if it is reasonable, assure the guest that the problem will be
corrected immediately. "I am sorry to hear that you do not have
soap, the Housekeeper will bring some in
about 15 minutes." 4. Log the courtesy call in the Courtesy Call
Logbook.
Follow-up with the staff concerned to ensure that the guest
complaint has been resolved.
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Contains private and/or proprietary information.
May not be used or disclosed outside ASTON international except
pursuant to a
written agreement
POLICIES & PROCEDURES Department : Front Office
Task : RECEPTION
INCOMING CALLS PURPOSE To reflect the hotel's excellent service
standards, and favorably represent the hotel. POLICY All incoming
telephone calls must be answered in three (3) rings or less. Each
call will be answered in a pleasant and courteous manner.
PROCEDURES 1. Telephone calls are answered immediately and never in
a rushed or hurried manner. 2. Greet the caller cheerfully with
Good morning/afternoon/evening, ASTON (property
name). How may I help you? 3. Speak clearly and pleasantly,
enunciate your words, and do not use hotel jargon. 4. Listen
attentively and respond when the caller stops speaking. Do not
interrupt. If
necessary, place the caller on hold by politely asking, Are you
able to hold? Use the caller's name if known.
5. Do not keep the caller on hold for more than forty-five (45)
seconds. If the caller will be
on hold for longer than 45 seconds, return to the line, and ask
the caller if you may call them back. Ensure you return these calls
within 15 minutes.
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Contains private and/or proprietary information.
May not be used or disclosed outside ASTON international except
pursuant to a
written agreement
POLICIES & PROCEDURES Department : Front Office
Task : RECEPTION
WAKE-UP CALLS
PURPOSE To assist guests with managing their time, and to
provide a valued service to guests. POLICY All requests for wake-up
calls will be handled professionally and efficiently. PROCEDURES 1.
When a guest requests a wake-up call, verify the following:
Guest's Name Room number, date, and time the call is needed.
2. Record all necessary information on the Wake-up Call List. 3.
All Telephone Operators on duty must check the list and be aware of
wake-up call times.
Each Operator will call the guests room at the appointed time.
4. When guest answers the call greet them with Good
morning/afternoon/evening,
Mr./Ms. guest's name. This is your (time requested) wake-up
call. 5. Inform the Assistant Manager if the "Wake Up Call" has no
answer.
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Contains private and/or proprietary information.
May not be used or disclosed outside ASTON international except
pursuant to a
written agreement
POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
SAFETY BOX PURPOSE To provide security for guests' valuables.
POLICY A safety box is available in every room. Guests may use the
Front Desk safe if they have checked-out and are awaiting
transportation. If a guest looses the safety box key, a charge of
US$ 75.00 will be applied to their bill. PROCEDURES:
1. Due to limited availability of safety deposit boxes at the
Front Desk, in-house guests are
encouraged to use the safety box in their room. 2. Each safety
box will have two keys: one key is kept by the guest, and the
master key is kept
at reception. POLICIES & PROCEDURES
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Contains private and/or proprietary information.
May not be used or disclosed outside ASTON international except
pursuant to a
written agreement
Department : Front Office
Task : RECEPTION
EXCHANGE RATE PURPOSE To maintain a high level of service and
guest satisfaction. POLICY The Accounting Department will issue an
updated exchange rate schedule. PROCEDURES 1. The Reception Staff
must know which bank notes or travelers' checks are accepted. If
the
Reception Staff is unsure, then they must check with a
Supervisor or Manager. 2. Ensure that a signed exchange-rate form
is used in every exchange-rate transaction. 3. Give the original
copy of the exchange-rate form to the guest. Reception retains
the
second copy and submits it when making the remittance at the end
of the shift.
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Contains private and/or proprietary information.
May not be used or disclosed outside ASTON international except
pursuant to a
written agreement
POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
IN-ROOM SAFETY BOX MASTER KEY PURPOSE To maintain guest
security. POLICY Master keys are kept in a box that is handled
around the clock by the Assistant Manager. Only authorized staff
may open the box, and a witness must be present whenever the box is
opened. PROCEDURES 1. Requests to open the safety deposit in a room
should be passed to one of the authorized
staff listed above. 2. The authorized staff member obtains the
key after filling-in the proper entry in the log, and
ensuring a witness signs in the log too. 3. The authorized staff
member obtains the Master key for the appropriate room safety box.
4. Authorized staff then opens the safety box in the guest room in
the presence of a witness.
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Contains private and/or proprietary information.
May not be used or disclosed outside ASTON international except
pursuant to a
written agreement
POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
CHECK-OUT PURPOSE To provide warm, courteous, and efficient
check-out service to our guests. POLICY Although check-out time is
12:00 noon, 30 minute delay is acceptable if the room is available.
The checkout process should take no longer than 10 minutes. Advise
guests who request late checkout that they may use the room until
18:00 hours for a 50% room-charge if the room is available.
PROCEDURES 1. Prepare in advance for those guests listed to depart.
Ensure their bills are prepared, and
transportation arranged if required. 2. After completing the
checkout procedure, ask guests to please check their bill. 3. When
the guest agrees with the bill, ask how he/she will settle the
account. 4. After the billing process is completed, thank them for
choosing to stay with us, remind them
to check all their travel documents, and to make sure nothing
has been left in the room. 5. The checkout process has to be done
within 10 minutes. Therefore, it is important that you
double-check guest bills well before the guest gets to the
checkout desk. 6. Double-check if there are additional Mini Bar
charges consumed as informed by the Room
Butler/Mini Bar crew.
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PRIVATE PROPERTY 55
Contains private and/or proprietary information.
May not be used or disclosed outside ASTON international except
pursuant to a
written agreement
POLICIES & PROCEDURES
Department : Front Office
Task : RECEPTION
GROUP CHECK-OUT PURPOSE To ensure guests will have pleasant and
warm memories of their stay at our hotel. POLICY The Manager or
Assistant Manager on Duty should come to the lobby to say goodbye
to departing groups. PROCEDURES 1. The Guest Relations Department
informs the Manager, or Assistant Managers on Duty, in
every department of the time of the group's departure. 2.
Managers or Assistant Manages greet and talk to the guests while
the group is waiting for
their bills or for transportation. 3. Guests are invited to
comment on the room, food, hotel facilities, and services. 4. Log
any negative comments, and pass these on to the concerned
departments. 5. Say goodbye, wish them a nice trip home, and invite
them to come back to stay with us.