161 Transparency Masters START Chapter 6 Front Desk Representative.

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Transparency Masters

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Chapter 6Front Desk Representative

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Front Desk: Excellent Team Work

Give positive feedback to the reservations department.

Introduce guests to bell attendants.

Report needed repairs to engineering.

Update the concierge with information about guest services.

Provide accurate information to guests about property amenities.

Transfer inquiries about booking function rooms to the sales department.

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Front Desk Representatives Know How to Use:

Wireless Internet service

Radios

Free television channels

Pay movie channels

Heating, ventilation, and air conditioning system

In-room mini-bars

In-room hot tubs

In-room safes

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Front Desk Representatives Have Access to:

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Point of Sale Equipment Computer Equipment

Telephone Equipment

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Types of Reservations

Guaranteed Reservations

Non-Guaranteed Reservations

Function Room Reservations

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Describe or Define These Terms

• Arrival date• Availability• Block• Cancellation• Check-out• Check-in• Departure date• Early make-up

requests

• Late check-out rooms

• Minimum stay• Same day• Stayover• VIP rooms• Vacant and dirty

rooms• Walk-in

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Guestroom and Rate Terms

• Accessible Rooms• Advance Deposit• Children’s or

Family Plan Rate• Corporate Rate• Flat Rate

• Government Rate• Late Arrival• Preferred or

Commercial Rate• Preregistration• Rack Rate

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An Arrivals List Typically Includes:

Arriving guests’ names

Type of room each guest

requested

Number of guests

per room

Special requests

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Preregistration speeds up the registration process by reducing the time a guest must spend

at the front desk.

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Front Desk Representatives Examine Credit Cards to Make Sure They Are:

Current Unaltered

Signed on the back

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Keys are Given Only to Registered Guests

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A Credit Check Will Indicate Whether:

Cash-only guests have used the phone,

watched pay movies, or charged items

Credit/Debit card guests have gone over their

credit limits

Credit/Debit card guests have gone over the

property’s floor limits

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Only Guests Should Place Their Valuables in theSafe-Deposit Box

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Front Desk Representatives Can Use the Guest Information Directory to Help Guests Locate:

Special events

Art & culture attractions

Theaters & cinemas

Night clubs & entertainment

Shopping centers

Restaurants

Lounges & taverns

Recreation & hobby

activities

Transportation

Medical services

Personal services

Business services

Churches, synagogues, &

mosques

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Other Front Desk Representative Tasks

Exchange currency

Pick up, use, and turn in a cash bank

Post guest charges and payments

Process guaranteed no-shows

Update room status

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Follow These Procedures When Checking In VIPs:

Coordinate VIP arrival times with housekeepi

ng. Preregister VIPs and print their

names and room numbers

on a preregistration

envelope.

Pre-key guestrooms

and test keys.

Require VIPs to sign

registration cards, but not completely fill

them out.

Notify appropriate department

s and co-workers.

When checking in VIPs and other

guests, be courteous and

professional, and provide quality

service.

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What is one of the primary goals when checking out a guest?

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Many Properties Offer Express Check-Out to the Following Guests:

Credit card guests with approved credit

authorization

Approved direct-bill customers

Paid-in-advance customers with a zero balance

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Transparency Masters

Chapter 6 Transparency Answers

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Arrival date: The actual date a guest will be checking into the lodging property.Availability: A condition that describes the number of rooms available for sale on a particular

day.Block: A specific number of rooms set aside for members of a group planning to stay at the

lodging property.Cancellation: A reservation voided (canceled) at the guest’s request.Check-out: The procedures involved in the departure of a guest from the lodging property.Check-in: The procedures involved in the arrival and registration of a guest at the lodging

property.Departure date: The planned date a guest will be checking out of the lodging property.Early make-up requests: Some guests ask to check in early. To help meet their needs,

housekeeping cleans thoserooms earlier than the normal time.Late check-out rooms: This term lets housekeeping know that guests want to stay in their

rooms past the standardcheck-out time.Minimum stay: An inventory control that allows guests to make reservations only for a

minimum number of days.Same day: Guests who arrive at the lodging property on the same day they make their

reservation.Stayover: Guests who are not checking out that day.VIP rooms: Very important guests receive special attention. Their reservation records need to

be marked so thehousekeeping department can provide extra touches.Vacant and dirty rooms: This refers to rooms that guests have checked out of, but which

housekeeping has not yetcleaned.Walk-in: Guests who arrive at the lodging property without a reservation.

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To make that guest want to return for a future visit

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