Teaching and Learning Materials

Overhead Slides

HOTEL ACCOMMODATION PROGRAM

English Edition

Elements

Prepare For Guest Arrival

PROVIDE ACCOMMODATION
Welcome and Register Guest
RECEPTION SERVICE
Organize Guest Departure
ITHHBFO03AIS/ PAR.HT02.018.01

Prepare Front Office Record

And Report

SMK Negeri 4 Jambi

AGUS SAMBODO, M. Pd. Hotel Accommodation Program
Competency Title: Provide Accommodation Reception Services
2009 Competency Code: ITHHBFO03AIS
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Prepare for Guest Arrival

What is Guest Cycle?

Prepare For
Guest Arrival

The cycle of interaction between guest and hotel or

Welcome and
Register Guest
front office staff in hotel that including series of
guest activities which begin from pre-arrival, arrival,
occupancy, and departure

Organize Guest
Departure

Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Concierge/ Luggage
Information Handling
Inquiries Reservation
Transportation
Clerk
Welcome and
Bill Settlements
Reservation
Register Guest
Front Office Check Out
Cashier
Departure Pre-Arrivals

Occupancy Arrivals
Organize Guest Concierge/
Departure
Currency Exchange Concierge
Front Office Registration Bellboy
Safe Deposit
Cashier Guests Account Room Assignment
Telephone Calls Issuing Keys
Transportation
Information Luggage
Prepare Front Concierge/ Reception
Office Record and Information
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Preparation for Registration Room assignment

guest arrival and determination
of room rate
Welcome and
Register Guest

1 2 3

Organize Guest Issuing the room Checking the

Departure
key and escorting method of
the guest payment

Prepare Front
Office Record and 5 4
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

1 2 3

Welcome and
Register Guest

Guaranteed Non-Guaranteed Without Reservation

Organize Guest Reservation Reservation (Walk-in)
Departure
1. Reservation 1. Reservation 1. Rooms might
held for 24 held till 18.00 not available
hours 2. Reservation 2. Deposit for one
2. Reservation is might not night is
confirmed and prepared requested
Prepare Front
Office Record and
prepared
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

1 2 3

Welcome and
Register Guest

INDIVIDUAL GROUP/ TOUR VIP’S/ CIP’S

Organize Guest ARRIVALS ARRIVALS ARRIVALS
Departure
1. Prepared by 1. Well Prepared 1. Prepared by
Regular Service 2. Involving other Special
2. Handled by Section or Attention
Reception Department 2. Involving High
Staff and other
Prepare Front
Office Record and
Department
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

1 Rechecked any Information on Log Book

2 Accuracy Room Status
Welcome and
Register Guest
3 Count the Room Availability for Walk-Ins
4 Produce The Expected Arrivals List (Room Reserved)
5 Blocking Rooms and Assigning Rooms
6 Rechecked Guest History Records
Organize Guest
Departure
7 Special Requests
8 List of Important Guest
9 Room Status Report
Prepare Front
Office Record and
10 Others Preparation for Guest Arrivals
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Welcome and
Register Guest
Follow up any tasks or duties

Concern for guest with light

Organize Guest
Condition of room changes
Departure

Attention for VIP or Group/Tour Arrivals

Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Welcome and Signed for Rooms Occupied

Register Guest

Signed for Rooms Out of Order

Signed for Rooms Expected Arrival

Organize Guest
Signed for Rooms Expected Departure
Departure
Signed for Rooms Departure
Signed for Rooms Sleep Out
Signed for Rooms Used by Residence
Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival
Room Status Rack (Manual System)
• Signed for Rooms Occupied

101 D 201 D
20/01
• Signed for Rooms Out of Order
#101 FARHAN, MR

#202 ALIS
Welcome and
Register Guest 102 D 202 D
• Signed for Rooms Expected Arrival

IA,MISS.
#202 JOHAN, MR
20/01
• Signed for Rooms Expected Departure

19/01
103 T 203 T

24/01
19/01
#103 DHARMA,MR.
24/01 #203 REPAIRING
• Signed for Rooms Used by Residence

Organize Guest 104 T 204 T

• Signed for Rooms Sleep Out
Departure #204 BAMBANG
, MR
F & B MANAGE
R

105 SU 205 SU
• Signed for Rooms Departure
#105 ADITYA,MR
. 18/01 #205 ALEX, MR. 15/01
23/01
22/01

Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Room Status Report (Computerize System)

• Signed for Rooms Occupied

• Signed for Rooms Out of Order

Welcome and
Register Guest
• Signed for Rooms Expected Arrival

• Signed for Rooms Expected Departure

• Signed for Rooms Used by Residence

Organize Guest
Departure • Signed for Rooms Sleep Out

• Signed for Rooms Departure

Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Welcome and
Discuss the question below…
Register Guest
List some reasons, why the accuracy room status is
importation activity for reception?
……………………………………………………………………….
Organize Guest
Departure
……………………………………………………………………….
……………………………………………………………………….

Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Welcome and
Register Guest

Number of Vacant Rooms

+
Number of Expected Departures
Organize Guest
Departure
-
Number of Expected Arrivals
=
Number of Rooms for Walk-Ins
Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Welcome and
Register Guest

Guest Arrivals: Individual, Group/Tour, VIP

Room Required/ Condition of Room Reserved
Organize Guest Room Assigned
Departure

Arrival Time and Detail of Flight

Payment Arrangements

Prepare Front
Special Request
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival
Take the data of expected arrival guest from reservation slip or diary and assign
the room for guest as required

Welcome and
Register Guest 1

2
Organize Guest
Departure

Prepare Front Reservation

ReservationSlip
Slipon
on
Office Record and Expected Arrival Rack Expected
Report Expected Arrival Rack ExpectedArrival
ArrivalList
List
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Prepare for Guest Arrival

Prepare For
Guest Arrival

EXPECTED ARRIVAL LIST

Welcome and
Register Guest HOUSEKEEPING FOOD & BEVERAGE FRONT OFFICE
DEPARTMENT DEPARTMENT DEPARTMENT

ROOM SECTION RESTAURANT TELEPHONE OP.

Organize Guest LAUNDRY ROOM SERVICE CONCIERGE

Departure

COOFEE SHOP F. O. CASHIER

BAR SECURITY

KITCHEN RELATING SECTION

Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival
Procedure for Blocking and Assigning Rooms

1
• Check Expected Arrival List

• Block rooms according to the reservation

Welcome and
Register Guest 2 • Identify the blocked rooms in the room
rack
101 D
20/01 • Prepare the room keys according to the
#101 FARHAN, MR
blocked rooms
102 D
3
Organize Guest • Prepare the registration cards (pre
Departure 6 5 registered)

• Check any special requests

4
NOTE: These procedures can be different
Prepare Front according to the standard operating
Office Record and procedures of each company enterprise
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival
How to Produce the Blocking Card?
(In Manual System)

PERSONAL (VIP) BLOCKING GROUP

GROUP BLOCKING
BLOCKING

Welcome and
Register Guest GUEST NAME AND GUEST NAME AND
NUMBER OF PERSON NUMBER OF PERSON
ROOM NUMBER ARRIVAL DATE ROOM NUMBER ARRIVAL DATE

# 203 SOEDODO, MR (1) 18/01 # 203 NAKAMURA, MR/S (2) 18/01

Organize Guest
Departure
SURABAYA P/A GOLDEN KRIS TOURS T/A

BALI ROOM
ONLY

ADDRESS/ CITY METHOD OF NAME OF GROUP METHOD OF

Prepare Front
PAYMENT PAYMENT
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Welcome and
Discuss these questions below…
Register Guest
What have to be paid attention by receptionist while assigning
rooms for :
1.Guests with family or children
Organize Guest
Departure
2.Guests with elderly people
3.Group
4.VIP Guests
Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

The guest history record is the documents of pervious record for

guests who ever stayed in hotel
The guest history record could be :
Welcome and
Register Guest
1. “A” List or Previous Registration Card
2. Hotel Guest History Record

Organize Guest
Departure

Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Welcome and
Discuss the question below…
Register Guest
List some reasons, why the receptionist is important to
checking guest history record for expected arrival guest?
……………………………………………………………………….
Organize Guest
Departure
……………………………………………………………………….
……………………………………………………………………….

Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival
Special request is some extra amenities or equipments even additional
services which needed or requested by guests

Sample of Common Special

Guest’s Circumstance Relating Department
Request
Welcome and
Register Guest Guest with Baby/ Baby Cot, Baby Bathing Tub, Housekeeping
Children Talcum Powder, Water Scoop,
Bed Spread, Baby Equipments
Elderly People Water Scoop, Special Menu, Non- F&B
Smoking Floor, Wheel Cart Housekeeping
Organize Guest
Departure Cure Guest/ Pregnant Special Menu, Non-Smoking Floor, F&B
Women Pick Up Service Housekeeping
Porter/ Concierge
VIP/ CIP’s Fruits and Flowers Basket, F&B
Welcome Drink, Complimentary Housekeeping
Prepare Front Amenities, Pick Up Service Porter/ Concierge
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Welcome and
Discuss the question below…
Register Guest
Giving some examples of special request for expected arrival base
on your experiences while you were in industry/enterprise!
……………………………………………………………………….
Organize Guest
Departure
……………………………………………………………………….
……………………………………………………………………….

Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

What kind of indicators to determine that someone or persons as guests in

hotel who are categorized as important persons?
Welcome and
Register Guest

IMPORTANT
PERSONS

Organize Guest
Departure Hotel Hotel Hotel
Image Benef Rules
it
VIP CIP’S SPATT’S

Person/s who Person/s who Person/s who

Prepare Front important cause of important cause of important cause of
Office Record and status/popularity influences conditions
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Welcome and List the important

Register Guest persons/ guests
who are arriving
today

Organize Guest List the important

Departure
persons/ guests
who are still
occupying in
hotel

Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

Please list some hotel room status which used commonly...

Welcome and VACANT CLEAN (READY FOR SALE)

Register Guest

VACANT DIRTY (DEPARTURE ROOM)

OCCUPIED ROOMS

Organize Guest BLOCKED ROOMS (EXPECTED ARRIVALS)

Departure
EXPECTED DEPARTURE ROOMS

OUT OF ORDER ROOMS

RESIDENCE/EMPLOYEE (OFFICE)
Prepare Front
Office Record and
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival

How to provide front office status report?

Record the each rooms
status from room status
Welcome and rack to Room Status
Register Guest Report
1

Organize Guest
Departure Distribute Room
Status Report to
related department/
section
3
2
Comparing the Room
Prepare Front Status Report with
Office Record and
Housekeeping Report
Report
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Prepare for Guest Arrival

Prepare For
Guest Arrival Practical Application 1.
Prepare the following information as reception preparations :
Information takes from Module (Page 26 to 28)

Welcome and
Register Guest 1 Rechecked any Information on Log Book
2 Accuracy Room Status
3 Count the Room Availability for Walk-Ins
4 Produce The Expected Arrivals List (Room Reserved)
Organize Guest 5 Blocking Rooms and Assigning Rooms
Departure
6 Rechecked Guest History Records
7 Special Requests
8 List of Important Guest

Prepare Front
9 Room Status Report
Office Record and
Report
10 Others Preparation for Guest Arrivals
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Welcome and Register Guests

Prepare For
Guest Arrival

How to welcome guests in polite manner ?

Welcome and
Register Guest

Eye
EyeContact
Contact
Attention and Well
Well Avoid
Avoid
respectfully Groomed
Groomed Gestures
Gestures
Organize Guest
Departure Appreciate Positive image
each other and respectfully

Appropriate
Appropriate
Smiling
Smiling Standing
Standing Langguage
Langguage
Prepare Front
Office Record and Warmly and Helpful Understanding
Report positive image and impression
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Welcome and Register Guests

Prepare For
Guest Arrival

Welcoming the guests

Standard Procedure
Welcome and
Register Guest
Greeting to Welcoming Offering Ask the Ask the
the guest the guest Help/ guest if any guest name
Assistance reservation and check if
it is on the
expected
Organize Guest
arrivals list
Departure

Prepare Front
Office Record and
Report
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Welcome and Register Guests

Prepare For
Guest Arrival

Kinds of information that should be obtained

when confirming reservations:
Welcome and Length of stay
Register Guest 3

Organize Guest
Kind of room
Departure 2
4
Payment

Special requests Contact person

5 1
Prepare Front
Office Record and
Report
Reservation Slip/ Diary
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Welcome and Register Guests

Prepare For
Guest Arrival

Having
Havingknowledge
knowledgeof
ofthe
thehotels
hotelsproducts
products
Welcome and
Register Guest
Offering
Offeringthe
thehotel
hotelfacilities
facilities

Organize Guest
Informing
Informingguest
guestof
ofthe
theadditional
additionalfacilities
facilitiesavailable
available
Departure

Showing
Showingthe
therooms
roomsand
andfacilities
facilities
Prepare Front
Office Record and
Report
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Welcome and Register Guests

Prepare For
Guest Arrival

Welcome and
Discuss the question below…
Register Guest
Giving some examples of several points below!
• What kinds of hotel products?
• What kinds of hotel facilities?
Organize Guest
Departure
• What kinds of additional facilities which could
give to guest?
• What kinds of room types and facilities?
Prepare Front
Office Record and
Report
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Welcome and Register Guests

Prepare For
Guest Arrival

Type of Check In Procedure

11
Welcome and
Register Guest Check In Procedure for a Walk In Guest

Organize Guest
Departure
22 Check In Procedure for Guest with Non-Guaranteed
Reservation

33
Check In Procedure for Guest with Guaranteed
Reservation
Prepare Front
Office Record and
Report
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Welcome and Register Guests

Prepare For
Guest Arrival

Check In Procedure for a Walk In Guest

 Greet and welcoming the guest
Welcome and
 Offer assistance
Register Guest
 Check if they have a reservation
 Apply up-selling techniques
 Assign the room

Organize Guest
 Complete the registration card
Departure
 Asking the deposit (at least for 1 night)
 Issue the guest key
 Arrange for a bell boy to escort the guest
These procedures can be different
according to the standard operating  Offer a greeting e.g. “enjoy your stay”
Prepare Front procedures of each company
Office Record and
Report
enterprise.  Open the bill
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Welcome and Register Guests

Prepare For
Guest Arrival
Check In Procedure for Guest with
Non-Guaranteed Reservation
 Greet and welcoming the guest
Welcome and
Register Guest
 Offer assistance
 Check if they have a reservation
 Check if expected arrival list
 Reconfirm reservation
Organize Guest  Complete the registration card
Departure
 Asking the deposit (at least for 1 night)
 Issue the guest key
 Arrange for a bell boy to escort the guest
Prepare Front These procedures can be different  Offer a greeting e.g. “enjoy your stay”
Office Record and according to the standard operating
Report procedures of each company enterprise.  Open the bill
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Welcome and Register Guests

Prepare For
Guest Arrival
Check In Procedure for Guest with
Guaranteed Reservation
 Greet and welcoming the guest
Welcome and
Register Guest  Offer assistance
 Check if they have a reservation
 Check if expected arrival list
 Reconfirm reservation
Organize Guest
Departure  Complete the registration card
 Issue the guest key
 Arrange for a bell boy to escort the guest
These procedures can be different  Offer a greeting e.g. “enjoy your stay”
Prepare Front according to the standard operating
Office Record and procedures of each company enterprise.  Open the bill
Report
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Welcome and Register Guests

Prepare For
Guest Arrival

The Principles to Registering the Guest

Welcome and
Register Guest Asking
Askingthe
theguest
guestID
ID(Passport/
(Passport/Driver
Driver
License, ID Card, etc)
License, ID Card, etc)

Completing
Completingthe
theguest
guestname
name

Organize Guest Taking

Takingthe
theguest
guestsignature
signature
Departure

The
Therest
restinformation
informationcould
couldtake
takefrom
from
guest
guestID
IDand
andcompleting
completinglater
later

Prepare Front
Office Record and
Report
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Welcome and Register Guests

Prepare For
Guest Arrival

Explanation Additional Information and

Facilities/Services)
Welcome and
Register Guest

Room Keys
Organize Guest
Departure

Breakfast

Check-out time
Prepare Front
Office Record and Guest mail and and rules of Safety Deposit
Report messages late check-out Box
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Welcome and Register Guests

Prepare For
Guest Arrival

Completing Reception Records for

Guest Arrivals

11 22 33
Welcome and
Register Guest

Organize Guest
Departure

Completing
Completing Open
Openthe the Record
Recordthe
the
Registration
Registration guest
guest billand
bill and arrival
arrival guestinin
guest
Card
Cardbased
basedonon posting the
posting the Arrival
ArrivalBook
Book
Prepare Front
Office Record and
Guest ID
Guest ID deposit
deposit
Report
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Welcome and Register Guests

Prepare For
Guest Arrival Practical Application 2.
You are on duty at the reception; it is
Welcome and your responsibility to check-in the
Register Guest
following guests:
Guest 1. Walk-in
Guest 2. With a reservation
Organize Guest
Departure
Demonstrate the procedure and
interpersonal skills required
performing this task.
Prepare Front
Office Record and
Report