REGITRATION

MNAGING FRONT OFFICE OPERTIONS

1/54

COMPETENCIES FOR

REGISTRATION

WELCOMING OR RECEVIING GUESTS

 Frist impressions re incredibly importnt. The look, the apperance nd mannner of the
reception nd the front house staff:

Everything will either mtch, exceed or disappoint guests ‘ expectations – which in turn
may influence how they feel about their whole sty at the hotel, how they describe their
experience to otherrs and whether or a not the come back!.

It dosen’t mtter how good your check-in systems and procedures are, or how impressive
the public spces of the hotel:
If reception staff don’t welcome every guest promptly, courteously and in a friendly
manner (as appropriate to the formal or informal style of the hotel), all the effort put into
efficiency will be wasted.

REGISTRATION

On the guests’ arrival at the front desk, the receptionist will look up the arrivals list
and/or other booking records and check the guest’s booking details-frist of all, to make
sure that there is in fact a booking, and a room available (and that the guest has turned
up at the right hotel on the right day!)

After greeting a guest in a welcoming and courteous manner, confriming or entering the
guests booking and dealing with any urgent questions the guest may have (such as
whether cars can be left standing outside, or whether there is help available with
luggage), the receptionist should ask the guest to ‘register’

Under the Immigration accommodation providers must keep a record of the full name
and nationly of their guests.

1. The steps of registration process, explain the funtion of preregistration, and identify
preregistration activities.
 2. Describe the function of registration records and registration cards, and identify
factors that affect room and rate assignments during the registration process.
3. Follow procedures for establishing the guest’s method of payment registration.
4. Explain the imprtance of verifying the guest ‘s identity , follow proper procedures for
addressing special requests from guests during registration.
5. Discusss creative registration options, decribe techniques used to upsell guests during
registration, and explain how to handle situations in which guests cannot be
accommodated by the hotel.

8. THE GUEST WHO THE FRIST TIME CHECK IN MUST BE COMPLETELY DETAILS

- LAST NAME, FRIST NAME, TITLE

- TELEPHONE NUMBER

- HOME ADDRESS

- COMPANY DETAILS

- ID NUMBER, PASSPORT NUMBER

- NATIONALY AND DATE OF BIRTH

- METHOD OF PAYMENT

-DEPATURE DATE & TIME

9. LOCATE THE RESERVATION IN THE SYSTEM AND CHECK FOR SPECIAL SERVICES AND
MESSAGE. IF THE ROOM HAS NOT BEEN LOCATED AND THJE RESERVATION DOES NOT
INDICATE A PREFERENCE ASK THE GUEST IF THEY WOULD PREFER SMOKING OR NON
SMOKING ROOM.

NOTES :

HOTEL MEMPUNYAI HITUNGAN TERSENDIRI MENGENAI HARGA JUAL JASANYA KARNA ADA
DUA TAMBAHAN KOMPONEN HARGA JUAL SERVICE CHARGE DAN PAJAK PEMBANGUNAN
SERVICE CHARGE ADALAH TAMBAHAN BIAYA JASA SEBESAR 10% . UNTUK KARYAWAN,
CORPORATE SOCIAL, LOSS&BREAKAGE. THIS IS REGULATION INDONESIA

PAJAK PEMBANGUNAN 10%

ANOTHER PERSONAL HOTEL

PACKAGE RATE PAKET LEBARAN TERNGANTUNG WEEKEND PACKAGE

ROOM COMPLIMENTARY HARUS DIPERHATIKAN MASA BERLAKUNYA JIKA OCCUPIED TINGGI

DI KURANGI

HARUS DIPERHATIKAN CODE RESEVATION

KREDIT CARD CONDITION OPEN PERGI KEMANA SAJA TIDAK USAH LAPOR KE KASIR

DOB (TANGGALLAHIR)

GL GUARANTEED LETTER

UPSELLING TEKNIK MENIPU RESERVATION

VENIUE (TEMPAT COFFE SHOP DLL)

GSA (GUEST SERVICE AGENT) FDA (FRONT DESK AGENT)

TAMU DI UCAPKAN SALAM

SHOULD BE ESCORTED

SLIGHTLY BOW MENUNDUK

UNLOAD MENURUNKAN BARANG

Chapter 8

Communications and Guest Services

Managing Front Office Operations

 Competencies for

Communications and Guest Services

1. Describe front office procedures for responding to guest information requests.

2. Isentify typical service
3. Requests that guests make at the front desk and describe general approches to
handling guest complanints.

Front Office Communications

 Guest COMMUNICATIONS
 Transaction file/ log book
 Information directory(event)
 Reader board(papan informasi)
 Group resume book/file(identitas data2 tamu)
 Mail and package handling(penerimaan paket tamu)
 Telecommunications services(telepon operator)
Komunikasi dengan membuat pesan di log book

Transaction file/Log book

 Choronological journal(Asal usul sebab guest koment/data-data lengkap)
 Shift recap/ wayout(Kegiatan selama satu shift/ jalan keluar masalah)
 Unusual events( Kejadian yang selalu terjadi)
 Guest complaints/requests(Daftar permintaan tamu dan komplain)

Information Directory
 Area maps
 Taxi telephone numbers
 Airline telephone numbers
 Bank locations
 Church Locations
 Shopping locations
 Special events schedules
 Mail/ Package HANDLING

 Time-stamp upon receiving( Stamp penerimaan nama kita di paket barang,

jangan terima bila barang rusak)
 Mail signature book(Buku khusus penerimaan paket)
 Notify guests(Kode telephone kamar)
 If registered- activate in-room message light
 If due to check in- note on reservation record(Barang datang terlebih dahulu
sebelum tamu chek in)
 If cheked out-time- stamp and return to sender or, if possible, forward to
guest (Jika tamu sudah check out jangan terima paket, terkecuali bila ada pesan
dari pihak yang bersangkutan)

Telecomunications Services
 In-room local and long-distance telephone service
 Telephone messages (Menawarkan untuk meninggalkan pesan jika pihak yang
tertuju jika tidak bisa dihubungi)
 Voice mailboxes(Pesan lewat suara)
 Broadcast messages for groups(Pemberitahuan secara grup serentak tehubung)
 Fax log / note(Mencatat fax yang sangat beresiko)
 Wake-up services(Pelayanan untuk membangunkan ke tamu/ jika tidak juga
bangu maka datangilah kamarnya “Bellman dan Security”)
 E-mail
 Call broadcast / announce

Interdepartemental Communications
 Housekeeping
 Engineering/maintenance(Untuk jika ada kamar yang OOO)
 Revenue centers(Kesatuan pendapatan FB dll, untuk mengetahui pendapatan
dihitung mulai jam 24.00)
 Marketing/public relations(Menjualkan keberbagai perushaan/ kerja sam
dengan berbagai Perushaan)
Forecast revenue perkiraan pendapatan diketahui dari berbagai
reservation(bunqet,room dll)
8 departement
Coorporate rate (Kerjasama antara perusahaan)
 CHAPTER 8

SECURITY AND THE LODGING INDUSTRY

Managing Front Office Operations

Competencies for Security and Lodging Industry

1. Explain important issues in developing and managing a security
program.(Pelatihan jika terjadi kebakaran)
2. Describe the role that managers play in a property’s security
program(Semua staf harus dilatih jika terjadi kejadian darurat)
3. Explain the improtance of setting up a security program, including security
staffing and having a liaison/relation with local law enforcement.(Security
bekerja sama dengan polisi dan security juga yang mengatur sistem
keamanan)
4. Identify the elements of security training that are critical Perngarahan to an
effective security program. Registrasi from dibagi 3 untuk security ,front
office, accounting.
5. List and desribe the legal concepts and society all concerns related to
security issues. Nama perusahan juga harus dicantumkan, Security juga
mendampingi setiap semua keamanan.
Element of security program

 Doors(Pintu gerbang malam jam12 sudah tutup) Locks, key

control/seperti pengunaan master key, accesss control(Dalam
memberi tahu keterangan kamar diharuskan dengan berbicara
dengan pelan agar tidak diketahui banyak orang)
 Guestroom security seperti pengunaan guident Map exit emergency
behind in room door
 Control of persons on premises (basic idea/reason) Hal-hal yang
harus dicurigai
 Perimeter (line around) and grounds control (Lokasi pengamanan
oleh security)
 Protection of assets (Savety box adalah aset image hotel)
 Emergency procedures (Pelatihan kebakaran)
 Comunications
 Security records(Setiap security harus memberi sebuah laporan yang
mencurigakan)
 Staff security procedures (Dalam penanganan valey harus dicek
terlebih dahulu mobilnya)

Security Levely of Keys

 Individual room(Kunci kamar: 1 kamar = 1 kunci kecuali ada

penyetujuan dari pembuat reservasi)
 Section master
 Floor master(Setiap lantai ada master keynya)
 Building masters(koridor)
 Grand master
 Emergency key (E-key)

Common Security Procedures(Kebiasaan Keamanan)

 Never mention a guest’s room number aloud(Jangan nomor kamar

kunci dengan keras)Private
 Require identification before issuing a key(Mengusahakan meminta
data-data tamu sebelum memberi kunci:Registration form,
Purchasing)
 No one enters a guestroom without a key
 Valey parking control with 3-part forms(Mengisi 3 form)
 Provide safety information in each guestroom(
 No charge purchaces without a key(Tidak ada pembelian hanya
dengan kunci)/tidak bisa membuat perjanjian pembuatan kunci
ganda melalui telephone
 Requeire immediate reporting of security issues(Hal-hal yang
mencurigkan laporkan dengan securiity)

Management’s Security Challenges(Keamanan penanganan

security)
Balancing security with image of hospitality (Keseimbangan
keramahan dalam penaganan keamanan)
Tailoring / Fitting employee security
 Information to specific jobs(Diberikan nomor plat mobil taxi jika
memesan Taxi)
Diversity of industry (versus/against). Security standards

Security Staffing : Contract Security Companies

 Screened(diwawancara), tested(tes studi kasus), and trained
personnnel(harus dilatih terlebih dahulu)
 Consuliting services(Harus ramah tamah juga)
 Surveys on hotel security requirements (Survey
 Data processing security
 Contigency planning: bomb threats/disasters(Menerima ancaman
jangan bertentangan)
 Decision checklist(Record security)
 Guard training programs(Job desc rinci pengaman)
 Previous lodging experience
 State certification, if appicable(Sertifikat kepolisian)
 Property inspection frequency
 Staffing for large-scale emergency(Security dsan Engineering
bekerjasama dalam kemanan peralatan)
 Daily incident reporting to management (Pelaporan kasus)
 Liability/Resposibility? And workers’ compensation issues(Tanggung
jawab)

Security Staffing:
In House Security Staff
 Greater control over security officers
 More focused training karyawan outscorsing berdasarkan
management outscorsing dan upahnya juga setengah
Karyawan outscoring seperti karyawan titipan
Resiko : tingkat loyalitasnya kurang pada hotel
 Quality of personnel becomes hotel decision
 More effective integration with other hotel departements

 Career paths/way/line can reduce security officer turnover

 Security Lodging
 Security Staffing : Off- Duty Police
 Superior traning in reacting to security incidents
 Knowledge of the law
 Better able to recognize criminalis Walaupun kriminal kita harus
tetap sopan
 Immediatly recognized as authorities
 May enhance police response to incidents
 Trained more toward apprehension /afraid than prevention
Pelatihan ketakutan
 May be requied to carry fire arms
 May not be permitted to wear police unifomrs
 Fatigue may become a factor Kecapean

Legal Concepts
 Reasonable care Masalah yang masuk akal
 Foresee/ create ability
 Proximate cause Berfikir sebelum bertindak
 Negligence Acuh
 Damages Ancaman
 Compensatory Kompensasi demi image hotel
 Punitive Hukumannya

Chapter 9.
The Front Office Audit kepastian revenue
Managing Front Office Operations

Competencies for The Front Office Audit

1. Indetify / knowing the funcitions of the front office audit
2. Indentify the steps in the front audit [Link] data untuk
keakuratan
3. Explain the funtion of a system update and describe centralized front office
audits.

Front Office Audit Functions

 Verify posted entries to guest/non-guest accounts
 Balance front office accounts
 Resolve room status and rate dicrepancies
 Review guest credit transactions againts established limits
 Generate operational and managerial reports
Non guest account tamu yang tidak menginap tetapi makan dll
In-house tamu yang masih menginap

Front Office Auditor Duties

 Tracks standard operating statistics
Room revenues
Occupancy percentages
 Summarizes daily transactions
Cash
Credit card
Debit card
Other

Front Office Auditor Duties

 Reconciles/ balancing account postings with departmental source documention

 Summarizes hotel’s financial performance for the day
 Produces reports for management
Out standing bill : bill yang masih terkatung2 belum yang dipostingkan

Front Office Audit Process

1. Complete outstanding postings
2. Reconcile/balance room status dicrepancies
3. Verify room rates
4. Balance all departmental accounts Membandingkan bill dari semua departemen fb,hs
dll
5. Verify no-show reservations mengecek no reservasi
6. Post room rates and taxes
7. Prepare reports
8. Prepare cash receipts for deposit Menyiapkan
9. Distribute reports Mendistribusikan kesemua departement tentang semua tamu yang
chek in
Credit card condition open:
Cash basic:
Pay out : Tamu meminjam uang pada reception dan memasukannya di bill “put in my
bill”
 Chapter 10
Front Office Accounting
Competencies for Front Office Accounting
1. Summarize front office accounting fundamentals, including issues surrounding
accounts menyatukan bill dari semua departement, folios, vouchers , points of sale,
and ledgers mengabungkan bill bila ada tamu tetapi satu persusahaan
2. Describe the process of creating and maintaining front officce accounts.
3. Describe typical procedures for processing and tracking common front office
accounting transactions
4. Describe internal control procedures for front office operations and explain typical
settlement procedures.

Front Office Accounting Fundamentals

 Create/maintain accurate account files
 Track financial transactions
 Ensure insternal contol
 Record settlement
 Accounts
 Folios
 Vouchers
 Point-of-sale systems
 Ledgers/ Big Book Treasure bill gabungan

Types of Folios
 Guest folios
 Master folios secara keseluruhan di leger
 Non-guest folios
 Employess folios
 Special request folios (Split folios) memisahkan rekening pembayaran
pribadi dan garanteed

Guest/City Ledgers
Guest ledger:
 Account of registered guest
 Accounts of advance deposits from future guest (creadit ballace)
 Front office collects
 City ledger (non-guest ledger):
 Guest ledgers not paid in full at check out
 Accounting departement collects
 Front Office Accounting Formula
*Previous Balance + Debit- Credits = Net
 Outstanding Balance

Front Office Transactions

 Cash payment recipe tanda bukti

 Charge purchase
 Account correction
 Account allowance
 Account transfer
 Cash advance
Internal Control Functions
 Track transaction documents setiap traksaksi harus ada billnya
 Verify account entries and balances cek keseimbangan dengan bill
 Identify vulnerabilities/easy attack in the accounting system.

Cash Banks

 Bank limit
 Net cash receipts
 Overage/shortage pemakaian lebih
 Due back

SUPREME /HIGH TEST

CAN YOU SAY
”NO”
TO A PERSON WITHOUT OFFENDING ?
COURTESY
IS
A KEY TO LEADERSHIP
WHY
BECAUSE
TEAM WORK IS BASED ON CONSIDERATION FOR OTHERS
HOW TO HANDLE TELEPHONE COMMUNICATION IN THE MOST EFFECTIVE MANNER

1. IDENTFY TOUR ORGANIZATION AND YOUR SELF.

2. SPEAK CLEARLY AND USE YOUR NATURE VOICE.
3. TREAT EVERY CALL AS IMPROTANT CALL.
4. WHEN TOU PROMISE TO CALL BACK, BE SURE YOU DO.
5. REMEMBER ON THE PHONE YOU ARE THE ORGANIZATION
6. BE GOOD LISTENER.
7. DO NOT INTERUPT.
8. DO NOT TALK WITH ANY THING IN YOUR MOUNTH.
 9. DO NOT SAY “YES’ IF YOU DO NOT UNDERSTAND. WOULD YOU REPEAT AGAIN?

BE AWARE HATI2:

WHEN YOU TAKE A MESSAGE,

ALWAYS TO WAYS TO REAPEAT THE MESSAGES

AND

BE READY : “PEN AND NOTES”

THE TELEPHONE IS

A BASIC COMMUNICATION TOOL

IN THE BUSNIESS WORLD

IT IS AS A IMPORTANCE FOR EVERONE

TO BE ABLE TO

COMMUNICATE CLEARLY AND COURTEOUSLY BY PHONE

THE MOST IMPORTANCE KEY

TO HANDLE OR USE TELEPHONE

IS

YOUR INTONATION OF VOICE .

NEVER LET THE TELEPHONE RING …..

BE ALERT

ON

THE TELEPHONE COMMUNICATION

1.

THE PERSON YOU ARE TALKING TO WILLL NEVER KNOW YOU ARE SMILING /HELPFUL/ BUSY

EXCEPT

“GREETING AND VOICE”

2.

ANSWER PROMPTLY TEPAT

 THIS LET THE CALLER KNOW THAT YOU AND YOUR COMPANY ARE ANXIOUS ANTUSIUS TO
SERVE

3.

IF YOU HAVE TO TRANSFER A CALL EXPLAIN AND MAKE SURE THE CALLER WANTS TO BE
TRANSFERRED

4.

WHAT EVER YOUR JOB AT WORK WHEN YOU USE THE TELEPHONE YOU ARE THE
ORGANIZATION

5.

IT’S A GOOD IDEA TO GIVE THE CALLER THE NAME AND PHONE NUMBER OR EXTENSION OF
THE PERSON YOU ARE TRANSFERRING TO IN CASE THE PHONE / LINE IS DISCONCTED

6.

YOU MUST DEVELOP SKILLS TO MAKE THE TELEPHONE AN EFFCTIVE BUSNIESS TOOL.

7.

INCREASE GOOD WILL WHILE REDUCING THE CHANGE FOR MISUNDERSTAND, LOST MESSAGE
AND MISTAKES.

8.

A. RECEIVING INCOMING CALL BY SAYING :