RECEIVING,
PROCESSING AND
RECORDING OF
PAYMENTS
FRONT OFFICE
➢ Front Office is considered as the “showcase window” of
a hotel which reflects the image of a hotel.
It also serves as the backbone and nerve center of a
hotel.
Is the most significant and most vital start up point of a
hotel.
Reception Desk or Front Desk is the communication
center of the hotel that holds a
great amount of guest cycle.
RECEIVING, PROCESSING, AND
RECORDING OF PAYMENTS
Reception Desk commonly performed the following
tasks:
This includes selling of rooms, registration of guest,
assigning of rooms and handling of guest request,
maintenance of the guest accounts, cashiering along
with handling of mail and providing information.
RECEIVING GUEST OR TRANSFER-IN
It should be done and observed carefully for it is
where the guests form their first impression.
The front desk officer or receptionist should welcome
the guest and try to make them feel comfortable on
their stay.
In receiving guest, receptionist should greet the
guest properly wearing a smile
The guest should be given some vital information/
background about the hotel emphasizing the hotel’s
name.
There are five best practices for greeting the
guests when they arrive:
1. Dressing
➢ Maintain a presentable uniform dress code with light
colors among the guest as it induces a positive vibe.
2. Smile with a Greeting
➢ Greet the guest with a smile and they’ll feel as if they
are between people known to them.
➢ Many renowned hotel groups follow the 10 to 5 rule
which says that when the guest is at a distance of 10
feet, we should make eye contact with him, give a smile,
and offer to assist him.
3. A Different Greeting
➢ This is where you need to play your card and offer
an unusual and classic entry to the guests.
4. Offer to Assist Them
➢ Offer to show them around, help them in taking the
luggage to their rooms, you could also offer some
water to make them feel comfortable and give them
a home like feeling.
5. Ask Questions (Ask them about their travel and
then, about their requirements)
PROCESSIND AND RECORDING
PAYMENTS
It entails the whole procedure done to make
reservation and accommodation reasonable.
The front desk officer is responsible for any cash
used in processing transactions. Normally, they are
liable of answering guest inquiries regarding fees
and other hotel services.
Perform variety of banking services for guest, such
as check cashing and foreign currency cashing.
Receiving and recording payments from guest
accounts can be done at checkout.
CHECK IN and CHECKOUT are some of the
process being observed beyond this point.
Check-in – refers to rooming list
The front desk officers must review the guest name and
should always ask for identification cards.
The front desk officer must show his or her courteousness
by assisting the guest with their luggage
Also, in the absence of the hotel
coordinator or representative,
explain the hotel’s policy, facilities
and amenities.
Other tasks to performed are as follows:
Coordinate with the tour leader about onward flights,
hotel or resort reservation, and other requirements of
the guests
Remind the guests of the next move according to their
next route
Brief the guest on the local time
difference
CHECK OUT is also part of the processing and recording
payments that happens at the front office for there must
be coordination with the front desk officer regarding
guest account.
As part of courtesy, the ff. should be considered:
Supervise baggage collection
Check the flight details
Before leaving, remind the guest to
check their things (passport, ticket,
terminal fee, etc.)
HOW TO HANDLE RESERVATION
CANCELLATIONS IN HOTEL
The following are the information needed while
cancelling a nonguaranteed reservation:
1. The guest’s name and address
2. Number of reserved rooms
3. Arrival and departure date
4. Reservation confirmation number
5. Name and contact number of the person
calling for cancelling the booking
6. Reason of cancellation
The reservation officer should also do the following when cancelling a
guaranteed or credit card guaranteed reservation:
1. Explain to the guest that according to the hotel’s cancellation policy, their
booking will have an additional charge aside with the total amount paid.
The additional cancellation charge depends on hotel’s policies.
2. After processing the cancellation, the reservation officer should give the
cancellation number to the guest, this must be kept by the guest as proof
of hotel’s acceptance of cancellation in the event of erroneous credit card
billing.
3. Make the reservation record as cancelled, properly initiated and
documented, and add the cancellation number to the reservation record.
4. Most credit card companies support no-show billing only if the hotel issues
a cancellation number.
5. The reservation officer or receptionist may
After recording the cancellations, the reservation
officer may ask the guest if there’s alternate
reservation for any dates.
Cancelled reservation must be filed and
documented for the future references as per policy.
INVOICE CREDIT NOTES
➢ is a receipt/ document ➢ It means correcting invoice
where all the details the for changes or
amount charges and cancellation of the original
applicable taxes for the invoice for refund.
room rental, room Specifically, the corrected
service, rented movies, version of invoice.
Wifi usage and products
rendered.
An invoice must include the following essential
elements:
Date issued
Reference or invoice number
Details of the business name, office address and office
contact number
Customer information such as customer’s name, address
and contact number
Breakdown of quantity and charges for each product
or services
Sample Invoice
Sample Credit Note
Invoices and credit notes are generated automatically on the Property
Management Systems (PMS) or Hotel Operating System (HOS) accounting
after entering the necessary updates on the required information fields,
then the system instantly calculate the entries on guest account.
The following tasks must be done by a front desk officer prior to
the issuance of the corrected invoice to the guest
1. Verify system records and supporting documents that prove the data
to be correct.
2. Communicate the cancellation code to the guest that will serve as his
or her reference code in case of further inquiries
3. Update financial entries on guest account
4. Calculate and process credit card refunds on the PMS property
5. Generate and send the corrected invoice to the guest thru letter, fax
or email and inform them that a refund has been made on their credit
card originally debited
