RECEPTION

Ms. Roma GandhiDr. BMN College of Home ScienceNAAC Accredited ‘A’ Grade CGPA

3.64/4UGC Status: College for Potential of

ExcellenceINDIA

INTRODUCTION

The front office of the hotel is the focal point of guest contact. The reception is the front end of the front office. It is the place where the guest builds a mental picture of his/her stay

ROLE OF THE RECEPTION

It is the place where guest register themselves into the hotel in writing. All governments insist that guests register themselves. The act of registering has many benefits: It creates a relationship between the

hotel and the guest. This relationship is one of mutual trust and respect

It protects the hotel and the guest from any abuse of the relationship

The hotel becomes responsible for a guest’s stay and safety

It empowers the guest to access the various guest services

The hotel can expect a conduct of the guest that adheres to the house rules

It helps government keep track of foreign travellers during their stay in that country

THE BASIC ROLE OF THE RECEPTION

Welcome guests Establish a guest’s identity and reservation

status Register the guest (pre register in some

cases) Assign a room Issue a room key Act as a source of continuous information

ARRIVAL AND DEPARTURE PROCEDURE/ GUEST CYCLE

C’ FORM AND GUEST REGISTRATION

The first phase of the guest cycle deals with reservations The second phase – arrival – deals with the activities

involved in the processes of pre registration and registration

The activities carried out before the arrival of a guest to ensure a speedy check I are termed as pre registration activities

The registration procedure is different for guests and from hotel to hotel.

Registration procedure

PRE REGISTRATION

REGISTRATION

FORM ‘C’

PASSPORT VISA

‘C’ FORM

PASSPORT

REGISTRATION PROCESS

REGISTRATION RECORDS

Bound book

Loose leaf register

Individual registration

VIP PROCEDURES

GUEST LUGGAGE HANDLING

Must provide a prompt and accurate luggage service to our group guests.

Safety is one the most important issues to our guest, make sure of the luggage’s safety.

Increase guest satisfaction.

Demonstrate professionalism.

Doorman will great guest and escort them to the lobby, Guest service manager will escort our guest to the group check in area. Handle luggage Designated bellmen and doorman should unload the luggage and place them in neat lines adjacent to the entrance.

Luggage will never be stored in the hotel lobby.

To ensure all luggage's is kept together luggage net must be used.

The chief concierge must confirm the number of luggage items with the tour leader and driver tag Luggage Bellmen should have group rooming list, luggage tags and a pen.

Using the rooming list, the bellmen will apply tags, marked with the appropriate room number to the luggage. Deliver Luggage is loaded onto trolleys as per floor, for delivery.

Deliver the luggage to the guests’ room according to the group rooming list.

Bellmen are to return the rooming list to the chief concierge after the delivery.The chief concierge must confirm the Luggage collection time with the tour leader.

The chief concierge will note the departure date / time and luggage collection time on the group rooming list.

The group rooming list must be attached to the group file.

One day prior to group departure, the group departure report needs to be printed out and luggage slips are then prepared. Collect luggage Bellmen must collect all luggage's from the floor outside on departing guest rooms and lost it onto the trolleys.

Bring the luggage to the lobby to wait departure.

Luggage will be placed straight into the group coach or in neat lines covered with net, in the appropriate area and waiting for further instruction.

At least one bellboy will be responsible for the safety of the luggage in the lobby. Hand over Luggage. Load all luggage's into the coach.

The chief concierge must confirm the quantity and condition of the luggage with the tour leader before departure.

LEFT LUGGAGE

ROOM SHIFTING

CUSTODY AND CONTROL OF KEYS

To ensure the safety and security of guest’s belongings, the front desk must keep the room keys in safe custody. It is important for the front desk to exercise a strict control on room keys for the following reasons: It prevents unauthorized access to the guest room It can be established who all entered the guest room

It ensures security of the guest and the guest’s belongings

It prevents intrusion in the guest’s privacy

KEY CONTROL Hotels may use conventional hard key

system or computerized door locking system for securing the guest rooms

In case, electronic locking system used in the hotel, guests are issued card keys.

GUEST PAGING When the guest is not in the room and is somewhere in

the hotel premises at that time the guest have to fill a form and keep at the front desk just in case of a visitor coming to meet.

When the visitor has come to meet the guest, the hotel writes the message on a page board and is given to the bell boy

A bell is attached on the board and it is worn on the head of the bell boy to attract the attention of the guests.

The guests identifies his/her message and is escorted by the bell boy to the front desk.

SAFE DEPOSIT LOCKER

A key concern for guests is the safety of their belongings, especially cash, jewellery and important documents.

Some hotel lockers which open by the simultaneous use of two keys

Allotment of lockers are done by two procedures – issue and surrender of lockers

ISSUE OF LOCKERS

An empty safe deposit lockers is allocated to the guest with a locker number.

A safe deposit box registration card is handed over to the guest and the guest is requested to fill the necessary information

The locker is assigned and the locker key is handed over to the guest

The guest keeps his valuables and documents in the locker, locks the box, and carries the keys

The guest can use the safe deposit box as when required; he is required to make an entry in the safe deposit locker register for each use

SURRENDER OF THE LOCKER

The guest is required to withdraw the articles placed in the locker

The guest is requested to sign an acknowledgement that he ahs received all the articles that had been placed in the safe deposit box

The guest surrenders the locker key at the front desk

THANK YOU!!!!!!