kertas penerangan - dlanguage studio · 01.01 prepare registration card 01.02 check in guest with...

KOD DAN NAMA PROGRAM / PROGRAM CODE AND NAME

L-160-2 FRONT OFFICE ASSISTANT

TAHAP / LEVEL L2

NO DAN TAJUK MODUL/ MODULE NO AND TITLE

M 01 CHECK IN AND OUT PROCEDURE

NO DAN PERNYATAAN TUGASAN / TASK(S) NO AND STATEMENT

01.01 prepare registration card 01.02 check in guest with reservation 01.03 check in walk in guest 01.05 arrange assistant to check in 01.07 update guest information 01.12 handle group/convention check in 02.08 handle guest check out 02.09 handle group/convention check out

OBJEKTIF MODUL / MODULE OBJECTIVE

TRAINEES ARE ABLE TO PRINT AND USE REGISTRATION CARD, HANDLE WALK-IN AND GUESTS WITH RESERVATION AND USE GUESTS DATA SO THAT REGISTRATION CAN BE PREPARED, GUESTS ARE CHECKED IN AND OUT, AND GROUP CHECK IN AND OUT ARE CARRIED OUT EFFICIENTLY ACCORDING ESTABLISHMENT REQUIREMENT

NO KOD / CODE NO L-160-2/M01/P(1/1) Muka : 1 Drp : 7

TITLE : CHECK IN AND OUT PROCEDURE

PURPOSE :

Kertas penerangan ini adalah bertujuan untuk menerangkan cara – cara memberi

bantuan kepada tetamu hotel apabila tetamu hotel ini mendaftar masuk ke dalam bilik hotel.

DLANGUAGE STUDIO NO 30 1st FLOOR PERSIARAN B RAYA LANGKAWI MALL 07000 KEDAH D.A

KERTAS PENERANGAN

NO KOD / CODE NO L-160-2/M01/P(1/1) Muka: 2 Drp: 17

INFORMATION : (01) CHECK IN AND CHECK OUT PROCEDURE WELCOMING GUESTS

Maintain good eye contact. However, be careful not to turn your eye contact into a stare.

Smile when talking to the guest; it shows a warm and positive manner.

Stand up straight and avoid leaning and sloughing. The way you stand is important; standing

straight shows respect and attention.

Maintain a clean, neat and tidy personal appearance at all times.

Speak clearly, using a pleasant tone.

ARRIVAL LIST

Also known as Arrivals report lists the guests due to arrive that day.

By using the arrival list the front desk knows how many guests are due to check in.

Refer from the registration card about the information on arrival of the guest

Each the individual reservation is known, so the front desk be able to manage what rooms are

available.

Guests who arrive without having made a reservation are known as walk-ins. Such guests arrive at

a hotel on the off-chance that a room will be available. It is usual for a substantial deposit or credit

card imprint to be taken before checking the guest into the hotel.

If the guest is a walk-in, then the receptionist must first check the room availability before

registering the guest. If a room is available, it will be offered, and the guest must be informed of all

room charges. Upon acceptance, the guest will be asked to complete a registration form

REGISTER GUEST

Guest arrives

Check reservation status

Has the guest

made a

reservation?

Are rooms

avaiable?

Deny request

Complete registration form

Suggest alternative

rooms or hotels

Assign room and room rate

Check method of payment

Issue room key

Escort guest to room


LANGKAH DAN PROSIDUR MENDAFTAR MASUK PELANGGAN

1. Mengalukan kedatangan pelanggan – 2. Mengucap selamat pagi/tengahari/petang sambil sebut nama pelanggan sekiranya anda

mengenali mereka. Perlu menunjukkan imej yang baik kepada pelanggan dan membuatkan pelanggan rasa di alu-alukan

3. Tentukan tujuan kedatangan tetamu- 4. Perlu bertanya dengan cara sopan. Contoh : “Boleh saya bantu Encik? Adakah Encik ingin

mendaftar masuk?” sekiranya “Ya”, ucapkan “Selamat datang ke hotel…” 5. Sekiranya tetamu datang tanpa tempahan 6. Tanya dengan sopan sekiranya pelanggan tersebut pernah datang ke hotel sebelum ini.

Sekiranya ya,semak sejarah pelanggan dalam sistem komputer untuk menentukan jenis bilik yang disukainya.

7. Terangkan tentang bilik dan harga bilik kepada pelanggan yang pertama kali datang. Cadangkan bilik yang lebih mahal dan kelebihannya.(up selling skill)

8. Daftar masuk pelanggan 9. Sekiranya pelanggan telah bersetuju dengan jenis bilik dan harga bilik,hulurkan pen dan

kad pendaftaran untuk mendaftar 10. Isi maklumat pelanggan ke dalam sistem mengikut prosidur yang telah ditetapkan. 11. Sediakan “booklet” kedatangan dan kunci. Isikan semua maklumat dalam booklet kedatangan dan

dapatkan kunci bilik. 12. Periksa kad pendaftaran 13. Pastikan anda telah dapatkan maklumat yang perlu dan tentukan tarikh daftar keluar.

Tuliskan nombor bilik dalam kad pendaftaran dan tentukan cara pembayaran 14. Berikan “booklet” kepada pelanggan dan terangkan kemudahan yang terdapat di hotel 15. Beri arahan dan maklumkan kepada “bellman” nombor bilik pelanggan seterusnya arahkan

“bellman” menghantar pelanggan ke bilik 16. Ucapkan selamat kepada pelanggan 17. Ucap “Terima kasih dan bergembira di hotel kami”

REGISTRATION FORM

Registration form or card is used to record the personal particulars of the guest on arrival. The actual design or layout of the forms may vary among hotels but they usually ask for similar guest information.

KING’S HOTEL

Registration Form

Arrival date:....................... Daile rate: .............................. Room no: ....................................

Departure date: .................No. of guests: ..............................

Arrival time:........................

No. of rooms:...................... Advanced deposit:...................Package plan:..............................

Room type:.........................

Name: Dr/Mr/Mrs/Miss/Ms Surname: First name:

............................................................. ....................................................................

Address Residential:.................................................................................................................

Business:..................................................................................................................................

Passport no.:............................................. Date and place of issue:.............................

Nationality: .............................................. Payment by:.............................................

Cash

Company

Credit card

Coupon

Travel agent

Company name:........................................................................................................................

Departing no:.............................................................................................................................

Guest signature:........................................................................................................................

Reception clerk signature:.........................................................................................................

Check-out time is 12 noon.

The standard rate of VAT will added to your bill. Personal cheques are not accepted without the appropraite cheque card. Our liability for valuable is governed by the Hotel Proprietors Act 1956.

Guests are advised to read the notice at the reception desk. Please use the safe deposit box the cashier for your valuables.


VARIOUS GUEST ROOM TYPE

Room types based on the intended number of occupants. The types of occupancy that usually hotel

has are;

Single occupancy = For single occupancy and this room has a a bed. Single occupancy room rates will lower.

Double occupancy = For double occupancy which two people in a room.

Triple occupancy = For three occupants.

Quad occupancy = For four guest

The types of room that usually the hotel has, are:

Single = Room with one normal sized single bed

Double = A room occupied by 2 adults or a bed suitable for 2 people

Studio = A room with a studio bed-a couch which can be converted into a bed. May also have an additional bed

Twin = A room with two twin beds. May be occupied by one or more people

Triplet = A room assigned to three people. May have two or more beds

Quad = A room assigned to four people. May have two or more beds

Queen = A room with queen size bed. May be occupied by one or more people

King = A room with a king size bed. May be occupied by one or more people

Mini-suite or Junior suite = A single room with a bed and a sitting are. Sometimes the sleeping are is in a bedroom separate from the parlor or living room

Connecting rooms = Rooms with individual entrance doors from the outside and a connecting door between. Guest can move between rooms without through the hallway

Adjoining rooms = Rooms with a common wall but no connecting door. LANGKAH-LANGKAH PETUGAS BANTUAN (Bellman) UNTUK DAFTAR MASUK

Membuka pintu kereta,ucapkan kata-kata aluan dan selamat datang

Tunjukkan tetamu arah ke kaunter hadapan

Tawarkan untuk meletakkan kenderaan pelanggan ataupun tunjukkan tempat letak kereta

Alihkan bagasi dari kereta dan bawa ke kaunter pendaftaran masuk

Tunggu sehingga proses pendaftaran selesaidan iring pelanggan ke bilik bersama bagasi/beg

Sementara seorang bellman menemani pelanggan di kaunter pendaftaran,yang lain akan berada di pintu masuk untuk menyambut pelanggan lain tiba

membuka pintu

menunjuk arah ke tempat letak kereta

membawa bagasi pelanggan ke kaunter pendaftaran dan bilik

membawa bagasi pelanggan ke bilik yang telah di sediakan

seorang bellman,perlu tahu kedudukan bilik dan lokasi bilik hotel serta perlu tahu lokasi-lokasi lain sekiranya pelanggan bertanyakan fasiliti yang ada di hotel tersebut.

ARRANGE ASSISTANCE When the guest needs something, they will ask from the front desk. The guest can use two ways to communicate with front office whether by telephone or intercom and by come to front desk counter. If the guest ask assistance from the guest‟s room usually they uses telephone or intercom. When the front desk clerk know what the guest want they will inform and deal with department that provide services based on guest‟s needs and wants. For example, if the guest wants an iron board and he or she asks from the front desk via telephone. After that, the front desk will inform the housekeeping department because the housekeeping will provide the iron board to the guest. Another example is, when the guest order meals, the front desk will link to the room service to the guest. This can make the guest can order their meal by room service which is under food and beverage department.


ROOM LOCATION The front desk counter should give direction where the guest room to the guest. This is very important because the guest need to know the location so they can enter the room to rest and to put their luggage. The direction of the room should be clear and easy to the guest to understand. The direction would be include the level of the room, number of the room, how to go there whether by stairs or elevator, and many more. The direction not only for the hotel room but also including the restaurant, lounge, bar, swimming pool and others. This is very important because the guest need to go there for their need and wants. The front desk clerk should explain in detail regarding room location to the guest. He or she should given the detail direction and also the landmark to make sure easy to guest to recognize the direction to the guest room.

INSTRUCT

FLOOR PLAN

Floor plan will show the position and facilities of each room.

Figure 1 A floor plan

The floor plan will give information of location of the room based on the level of the room.

Also the floor plan will give information

KING’S HOTEL

Floor Plan: 4th Floor

Sea view

421 407

Suite Suite

Lifts

Town view

401 SB

402 SB

403 SB

404 SB

425 TB

424 TB

423 TB

422 TB

420 DB

419 TB

418 TB

417 TB

411 SB

410 SB

409 SB

408 SB


Update Guest Information

GROUP REGISTRATION A group arrival occurs when a large number of guests from the same group arrive at once. Usually this occurs with group tours. Group arrivals may require special staffing because a large number of people arriving at once may adversely impact a front desk. To reduce the impact on the front desk, a hotel may implement special group arrival procedures. The two most common group arrival procedures are a remote check-in and pre-key/key pack measures. Blocking room is needed where a specific room is reserved for specific guests. Blocking a room to match an arriving guest‟s room preferences contributes greatly to guest satisfaction level. Usually for group registration the hotel will block room based on number or member in the group and the hotel will block for a level to the group check in. The rooms near each other for easy they handle their event and program. The hotel also should check what the group requirement and needs. The group requirement that the hotel should check are; Type of meals such as vegetarian, healthy or many more

Location of the room

Smoking or non-smoking area

Activities that they join

Accessibility to the hotel

Room rates

Arr. Dep. Days Room Rate Payment Revenue Specials

4/9/93 7/9/93 3 416 85 AMEX 416 Fruit basket

13/7/93 16/7/93 3 408 85 AMEX 490

2/3/93 4/3/93 2 408 85 AMEX 287 Bed board

Guests history record

STAR HOTEL

Guest History Record

Guest name: Epstein, James Mr First visit; 9 / 3 /89 Group / Company: ACME Import / Export Inc. Total visits to date: 24 Addres: 15 /31 Taman Bukit Chedang Total nights to date: 72 Seremban, Malaysia Credit: Cr card (Amex) Total revenue to date: RM 9648 Passport no: MH 8997625 Average spend to date: RM 134 Total Rate: 85 Comment: CIP


SPECIAL REQUEST

When the group guests check in, the hotel should also check what the special request that they want. The special request that usually the group want are;

Type of food such as health, vegetarian and many more

Smoking and non-smoking area

Location of the room

View of the room

The facilities at the hotel

Room rates

TYPES OF GROUP

There are several types of group that staying at hotel:

Pleasure group which come for pleasure purpose such as special festivals, sports or other cultural events.

Business group which come for sole purpose of conducting business.

Local group which are the domestic travelers.

Foreign group which are the comes from other country.

FLOORS / ROOM ASSIGNED

When assigning a room to a specific guest, the receptionist has to ensure, as far as possible, that the needs and preferences of the guest are satisfied. In doing so, the receptionist needs to know;

The status of all the rooms in the hotel

The position and features of each room in the hotel

The needs, preference and/ or special requests of the guest

CHECK-IN GROUP/ CONVENTION

CHECK-IN PROCEDURES

The process of registration for the group registration is same like registration individual. The

registration process is same like below:

Preparation for guest arrival

Room assignment and determination of room rate

Registration

Checking the method of payment

Issuing the room key and escorting the guests


SELECT DUE–OUT GROUPS FOR THE DAY

INFORMATION IN-HOUSE GROUPS Information regarding group / convection can get by reservation or also via event order especially for convection that has a special event or ceremony. The information by the reservation we can get information regarding when the group or convention will check out because they have already fill about that information. In reservation form usually they have already fill when they will due or check out from the hotel. Also by event order the information when the event will finish would give information when they will check out. GROUP ARRANGEMENT AND PROFILE REPORT In this topic we will look from how the arrangement on check out for the group. By using the reservation form the front desk clerk will know when the group will leave the hotel. The profile report will give the information regarding the due date and also other needs and wants regarding check out. COMPUTER The computer are used to key in the data on when the guest will check out and updating the room status. The front desk clerk can use the Property Management System or (PMS) for handle the guest check out or updating the room status after check out. OBTAIN GROUP UPDATED ROOMING LIST REPORT TYPES OF REPORTS There are several reports that the front office clerk uses to updated room list. The reports that usually the front desk uses are;

Room status report

Housekeeper‟s report The location of the report is based on where the report comes. The room status report will be produced by housekeeping department and the front office department will have the copy on it. Now all the room status report already in the system and the front desk clerk just need to updating the report with the housekeeping department. REPORT SCHEDULES The schedules for the report is the each time have the check in and check out the report must be update. Whether it is update by housekeeping department or front office department. OBTAIN FOLIO Sample Folio :

Addres: South Coast Road, Dover, Kent Telephone: (0527) 723 45 67 Telex: 50990 KN UK Fax: 745 6345

THE SUN HOTEL Name: Arrival date: Departure date: No. in party: Room no.: Rate: Folio no:

Date Item Description Debit Credit

Amount settled by guest Cash Balance


CHECK MASTER FOLIO STATEMENT AGAINST SUPPORTING MASTER BILLS

GROUP ARRANGEMENTS AND FOLIOS

Guests folio id the master bill in which all cash and credit transactions are recorded for each resident

guest. For group check out, the folio will gives information on all the cash and credit transactions for

the group while they staying at the hotel.

RETRIEVE SUPPORTING CORRESPONDENCE

TYPES OF BILLING

There are several types of bill that uses when guest check out. The types of bill that usually uses are:

Restaurant or bar bill

Laundry bills

Room service bills

and etc

HOTEL XYZ LTD RESTAURANT / BAR CHECK

GUEST NAME (BLOCK LETTERS) ROOM NO: ACCOUNT NO:

DATE

SERVER

TABLE PERSONS

(SIGNATURE) _______________________ (PLEASE DO NOT SIGN IF YOU HAVE PAID) Server‟s receipt DATE SERVER

SUN HOTEL Fax Charges

To: Front Office Cashier

From: Business Centre Supervisor

Guest name: Mr. W. Hunt Room no: 262

Date: 16/12/93 Time: 12.40 P.M

No. of pages: 2 Fax no: 8345245

Charge: RM 15.00


METHOD AND PROCEDURE

The master folio will be produce by cashier at front desk. All the bill that have been spending by the

group at the hotel will be compiling together and will be total up all spend. When all the transactions

have been recorded and insert in the folio, the cashier can get the actual total for all spends and

payments.

TRANSACTION DETAILS

The transaction details are all the cash and credit transaction detail which has been spends by

group while they stay at the hotel. The transaction including what they have spend at the food and

beverage outlets such as coffee house, lounge, bar, restaurant, or for laundry service, or room

service, or limousine or travel packages and many more.

VERIFY MASTER FOLIO TRANSACTIONS

TYPES OF BILLING

There are several types of billing that can be used in billing such as;

Charge/ credit slips which are manual document created by the front desk or accounting employee

making the adjustment to the accounts.

Figure 1 Basic check out procedures

The guidelines when checking out guests;

REQUEST FOR GUEST ROOM KEY

CHECK OUT PROCEDURE

Greet guest and check their name and room number

Check if late check-out charges should be applied

Check for late charges

Produce master and guest folios for guest inspection

Settle accounts

Update front office records


1. Greet guest. Always greet guests with a smile and say “Good morning” or “Good evening”, and

always try to use their names.

2. Confirm guest details (i.e. name and room number) against the guest‟s account.

3. Check departure date. If the guest is leaving earlier than expected, other department will need to

be informed.

4. Check whether late check -out charges should be applied. If the guest is leaving after the 12 noon

check-out time, and is not a frequent guest add the relevant late check-out charge to the account.

5. Check for late charges. Examine current entries on a guest‟s account and in particular check out

any mini-bar, breakfast or telephone charges.

6. Give the guest the master and/or guest folios for checking.

7. Guest settlement of accounts.

8. Provide front office services upon guest departure such as receiving the guest‟s key and checking

if they have used a safe deposit box which now needs to be emptied.

9. Offer assistance of the bell staff to collect the luggage.

10. See if the guest would like to make a future reservation, or an onward reservation in another hotel

within the chain.

11. Update front office records, especially the room status list and the residents list.

CHECK WITH ANY LAST MINUTE CONSUMPTION I.E MINI BAR/OUTLETS

Usually when the check out process, the cashier will check the guest‟s account. During that time, the

cashier will check whether the guest spend at other outlet at the hotel or mini bar. The mini bar will

be check by the housekeeping department. The housekeeping department will inform to the front

office if guest have take drinks or foods from the mini bar.

Meanwhile for outlets, usually guest will spend their money at hotel‟s outlets such as restaurants,

lounge, bar, souvenir shops, room service, laundry and others. Each time they spend money at this

outlet the guest will choose whether they want to pay by cash, credit card or put in their account. If

they want to pay by put in their room account, the total of what they spend at the outket will be total

in their room account. When the check out process the cashier will calculate the entire total and the

guest will pay what they have spent during the check out.

PRINT GUEST FOLIO FOR GUEST TO VERIFY

Guest folio is the master bill in which all cash and credit transactions are recorded for each resident

guest. All credit bills from the various revenue outlests such as restaurants, bars, laundry,

telephones, etc. are received centrally at the cashier‟s cabin.


CONFIRM MODE OF PAYMENT FOR SETTLEMENT

Type of accepted payment:

Cash

Cash settlements can include settlements;

i. In local currency

ii. In foreign currency

iii. In traveller‟s cheque

iv. By personal cheques

v. By bank credit card

Figure 2 Hotel guest folio

KING‟S HOTEL

Hotel Guest Folio

Mr Peter Garland Lyon Arrival Date: 7/5/93

Walk-in Departure Date: 9/5/93

2504A, Ritz Tower No. in party: 1

UK Room number: 429

Own acc. Visa Rate: 150

Folio no.: 283867

Item Date Description Amt.

1 7/5/93 Captain‟s Bar 3.52

2 7/5/93 Telephone 42.87

3 8/5/93 Mini Bar 17.60

4 8/5/93 Postage 2.00

5 8/5/93 Room service 47.30

6 9/5/93 Coffee shop-Bfst 16.30

Time: 12:34 Balance due: 526.24


Credit card

Credit card which are issued by private credit card organizations, e.g. American Express, Dinners Club and Carte Blanche. When guest settles their account with credit card , the hotel does not receive payment on the same day. Instead, at the end of each shift the cashier will transfer all of the bills settled by credit card to the accounts department for them to follow up. On receiving the statement and imprints the credit card company will pay the amount to the hotel less its commission.

Personal cheques

Do not accept a cheque without cheque card. Is the cheque card limit sufficient to cover the bill? Has the cheque card expired? Is the signature on the card the same as on the cheque? Is the date correct? Does the amount in words agree with amount in figures? Is the name of the hotel spelt correctly? Cheques drawn of foreign banks and third party cheques should not be accepted.

Travellers‟s cheques

The cashier must ensure that the second signature on the cheque is done in front of them (the first signature was made when the guest collected the traveller‟s cheque from the bank/ travel agent). The cashier may also ask to see the guest‟s passport as a double check of identity, and record the number on the back of cheques. If the traveller‟s cheque is in a foreign currency, the cashier must calculate the foreign exchange rate conversion. All change must be given in the local currency.

Company account

Incidental charges such as telephone, laundry and drinks must be settled by guest themselves. In these cases, the guest account is divided into two, i.e. master accounts, settled by companies and incidental account, settled by the guests.

PERFORM SETTLEMENT AND COMPLILE GUEST STATEMENT WITH SUPPORT OF

BILLS/ VOUCHERS TO BE GIVEN TO GUEST.

Cashiering procedure.

Guest accounts

Own accounts settled by guest

Settled by organization

Local currency Foreign currency Traveller‟s cheques Bank credit cards Personal cheques

Charge card Cheques

Cash settlements Credit settlements

Payment received „on‟ the day of departure

Payment received „after‟ the day of

departure

Settled by Settled by


PERFORM GUEST CHECK OUT FROM SYSTEM (OCCUPIED STATUS TO DIRTY STATUS)

The check out procedure: The guidelines when checking out guests;

1. Greet guest. Always greet guests with a smile and say “Good morning” or “Good evening”, and always try to use their names.

2. Confirm guest details (i.e. name and room number) against the guest‟s account. 3. Check departure date. If the guest is leaving earlier than expected, other department will need to

be informed. 4. Check whether late check -out charges should be applied. If the guest is leaving after the 12 noon

check-out time, and is not a frequent guest add the relevant late check-out charge to the account. 5. Check for late charges. Examine current entries on a guest‟s account and in particular check out

any mini-bar, breakfast or telephone charges. 6. Give the guest the master and/or guest folios for checking. 7. Guest settlement of accounts. 8. Provide front office services upon guest departure such as receiving the guest‟s key and checking

if they have used a safe deposit box which now needs to be emptied. 9. Offer assistance of the bell staff to collect the luggage. 10. See if the guest would like to make a future reservation, or an onward reservation in another hotel

within the chain. 11. Update front office records, especially the room status list and the residents list

UNDERSTAND REGISTRATION CARD FORMAT

Registration card is a preprinted card that summarizes much of the information contained in

the guest registration menu of PMS. It is used to verify the accuracy of the information.

Example of registration card:

The information on the card is used to verify the accuracy of that information in PMS. Arrival/ departure information, spelling of the guest‟s name, and assigned rate should be reviewed by the guest to ensure that both parties understand and approve the transaction. The registration card is the successor to the hotel registration book or log. Prior to the advent of computers, hotel guests would “sign in” to verify that they were actually staying at the hotel.

Room number ________ Card # 001 ArrivalDate_________________DepartureDate________________Payment____________ Room Preference_______________Rate________________ Signature_________________

(By signing above, I hereby confirm all details contained herein are correct and agree to abide by hotel policies)

Guest Name _______________________

Company _________________________

Address___________________________

Telephone _________________________

Nice Hotel and Towers 123 Nice Avenue, Anywhere

USA

Check-in Time is 3PM (15:00) Check Out Time is 12:00


INPUT GUEST INFORMATION

PROPERTY MANAGEMENT SYSTEM

Property Management System (PMS) contains specialized information and reporting capabilities for a specific rooms-divisions area. The organization of these menus and their interrelationship is called a PMS hierarchy. The primary menu within most PMS‟s, that is, the general starting poir of the hierarchy, is the front office menu. The front office menu typically contains options to conduct every possible transaction that a room division employee might need to make. A front office menu can then lead the users to other menus, namely:

Reservation menus

Registration menu

Night audit menu

Housekeeping menu

Uniform services menu A PMS hierarchy starts with the most broad menu (front office) and narrows its scope as each menu gets more specific. The more specific the menu, the smaller the range of options contained within it. This again is tied to the authority level and “need to know” concept of providing only

enough PMS options to get a specific job accomplished.

The PMS hierarchy:


The front office PMS system interface:

The interface process begins with the reservation system. Depending on the hotel in question, the reservations system may be quite different from the PMS used. If the systems are indeed different, the process of “passing along” reservations occurs where the reservations system provides the PMS with upcoming arrivals. This information is the processed by the PMS, and a guest account is created. Most PMS‟s include a robust PBX call management feature, but the actual switchboard units must also communicate with PMS. These units often run on their own software.

PM

S

Central Reservations

Internet Reservations

Reservations

Sales &

Marketing

PBX

POS

Shops

Golf

Spa

Lounges

Room Service

Restaurants

INITIAL COMPLETED REGISTRATION CARD

The complete registration card is the card which has been complete fill the blank form with the suitable information.

Room Number__223__ Card # 001 Arrival Date__13/5/09__ Departure Date__15/5/09____Payment__Card Credit______ Room Preference__Standard___Rate___RM150___ Signature _________

(By signing above, I hereby confirm all details contained herein are correct

and agree to abide by hotel policies)

Guest name __Razc Idia__ Company__Nowhere Ltd__

Address__Everywhere, USA_ Telephone__010-556677889__

Nice Hotel and Towers 123 Nice Avenue, Anywhere USA

Check-in Time is 3 PM(15:00)

Check Out Time is 12:00


SOALAN:

1. Nyatakan maklumat-maklumat penting yang perlu dicatit didalam kad pendaftaran masuk.

……………………………………………………………………………………………………

……………………………………………………………………………………………………

2. Nyatakan prosidur mendaftar masuk pelanggan

……………………………………………………………………………………………………

……………………………………………………………………………………………………

3. Nyatakan maklumat-maklumat penting yang perlu dicatit didalam kad pendaftaran masuk.

……………………………………………………………………………………………………

……………………………………………………………………………………………………

RUJUKAN:

1. http://www.hotelmanagement.com March 9, 2009

2. Buckley, R. (2001) In The Encyclopedia of Tourism (Volume 24, pages 379-394). CAB

International 3. 1. http://www.hotelmanagement.com March 9, 2009,

4. 2 Hotel Front Office by James A Bardi, produced by Van Rostrand & Reinhold 5. Kaedah-kaedah mengatur bantuan untuk mendaftar masuk dengan betul adalah

penting bagi memastikan standard dan imej hotel diikuti. 6. Buckley, R. (2001) In The Encyclopedia of Tourism (Volume 24, pages 379-394).

CAB International 7. http://www. .frontdesk com March 9, 2009,

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