Theory book of an intermediate course in Front Office Operations

Sem - III

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Theory book of an intermediate course in Front Office Operations
Sem - III

• To make students understand the fundamentals of the front

office, accounts in the front office, and communication in
Course the front office which are essential to enable the front office
Description / managers to cope with the pressures of the business
Synopsis environment.

• Demonstrate essential knowledge and skills to be competent

Course managers in the hospitality industry.
Objectives • Evaluate and respond to tactical and strategic issues of
concern to organisations in the hospitality industry.

• Explain the function of the Front of Office, describe the

types of service offered and the role Front of Office within
the organisation.

• Explain the key elements of communication, Explain how

knowledge of demographics, culture, and nationality in
gathering information, about guests’ needs, Demonstrate
basic communication skills, and Show how to gather
information when dealing with guests.

• Describe the different stages when checking in guests,

Course demonstrate how to check in a guest, demonstrate how to
Learning respond to guest, and requests during check-in, demonstrate
Outcomes an understanding of limits of authority, and demonstrate
how to identify guests needs and additional level of service.

• Describe the procedures that should be implemented when

guests are departing, describe the types of problems that can
occur when a guest is checking out, explain limits of
authority, and demonstrate the correct procedure for
checking out a guest.

• Describe how to handle complaints, and demonstrate how to

manage guest feedback and complaints.

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➢ Assessment Methods

SUMMATIVE: 02 Class tests

Class Test 01 – Marks 10 - Modules 1 & 2

Class Test 02 – Marks 10 - Modules 3 & 4

FORMATIVE:
Hand Notebook Submission – 01 (Marks – 30)

TOTAL = 50

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➢ Objectives of Module:
• Understand the Pre-registration process.
• Classify and distinguish between the Objective, functions & importance of
registration.
• Check-in Process
• Understand Room Rate assignment, Methods of payment, Room allotment
& Key control.

➢ Learning Outcomes:
• Understand the concept of registration.
• Registration process
• Understand the legal and operational aspects of guest registration.
• Importance of registration for both guests and hotel management.

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• Various forms, formats, and registers are maintained at the front desk.

➢ INTRODUCTION

Registration begins with a warm welcome by the commissionaire, bell

personnel, receptionist and other hotel employees who come in contact with
the guest before and during the check-in process. It is always preferred that
the guest may be addressed by his/her name as it extends a personal touch
and warmth-ness. Registration is done both for a walk-in guest and a reserved
guest. The majority of guests, especially in peak seasons come with prior
reservations. The receptionist finds registration simpler and smoother when
they have accurate and complete information about the guests. The
receptionist also acts as a mediator between hotel management and the
guests. All kinds of complaints, suggestions, advice, etc., are handled by a
reception and after the approval of management the guests are answered
accordingly. In case management wants to offer some special facilities in case
of regular guests or as per seasonal promotions, discounts then the reception
is informed about the same and reception conveys the same to the concerned
guest.

➢ CONCEPT OF GUEST REGISTRATION AND

PROCESS OF REGISTRATION

• Meaning of Registration:
Registration is a term given to the
entire procedure followed by the hotel
authorities on the arrival of the guests
to confirm the stay of the guest at the
hotel. Registration is a function under
arrival stage of guest cycle and is even
termed as the Check-in process. It
becomes important to register guests at
the time of arrival operationally and

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legally. The registration process helps in satisfying the legal requirements for
the guest coming to the hotel with or without prior reservation to stay in the
hotel. The registration is done for walk-in guests, free individual travellers
(FIT) as well as for group inclusive tour (GIT).

The process involves coordination from all other sub-sections of front office
like bell desk, reservations, lobby, etc. Registration includes completing the
formalities, allot the room, preparing the C’ Form for all foreigners, etc. It is
not mandatory for a guest to fill up the guest registration card in his/her own
hand writing but every individual adults name is taken down along with the
signature.
A hotel is required to keep all the information recorded in the guest
registration card/register minimum for one year. The process also is helpful
in knowing the total number of guests staying in the hotel on a particular
night. Retention charges can be easily charged to no-shows guests who didn’t
turn even after reserving room with the hotel. Most importantly the process
of registration also makes the guest abide by the rule and regulations of the
hotel.

• Pre-registration:

The time of reservation guest provides all the relevant information and at the
time of check-in, he/she will not have to wait at the front desk to complete
the formalities. The registration activities which take place before the actual
arrival of the guest are called pre-registration.

The guest registration card can be kept ready in advance by the reception staff
from the information furnished by the guest at the time of reservation. In the
case of an automated hotel using a property management system (PMS),
registration cards can be prepared with a single command and the printouts
can be received and further slotting them in the registration rack
alphabetically. Kindly find the below some samples of registration card uses
in hotels.

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(Format of Registration card uses in hotel – 1, 2 & 3)

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At the time of check-in the guest checks the registration card to see if all
the information filled in is correct and up to date and signs the registration
card. The pre-registration normally involves filling of guest registration card
including room number, rate and creation of a guest folio along with billing
instructions. The credit card details of the guest are also entered in the guest
folio. The room number is generally allocated in case of VIP’s and other
special guests. It is not advisable to block the room for every expected guest
due to gust late arrival, cancellations or even amendments and sometimes
guest may request for room change.

The pre-registration tasks are performed manually in non-automated and

semi-automated systems of front office. In case of computerized system of
front office all expected guests room numbers can be allotted. Moreover, with
the help of PMS all reservation requests can be automatically converted into
registration of guests.

At times hotels provide free pick-up

from airport or railway station for all
expected guests and the registration
process can be completed during
pick-up by the hotel staff and on
arrival at the hotel guests are taken
straight to their rooms. In some
luxury hotels the registration
formalities may be completed in guest
room only for saving time and lasting
impression on the guest.

The pre-registration of a group saves a lot of hassle not only for the group
members, tour leaders, hotel’s staff, but also for the other guests. A large
group requires more attention of reception and assigning rooms may take lot
time. The room numbers are mentioned against the names of the group
members on the group’s rooming list and all the keys are handed over to the

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group leader/ tour leader along with the rooming list. Tour leader further
hands over the keys to the guests and may even change the room as per guest
preferences. The final rooming list returned by the tour leader to the reception
is kept in the hotel record and further shared with bell desk for luggage
handling.

• Registration:

The registration of guests is done at the reception. The arrivals and

departures take place throughout the day and night in large cities. The
reception department operates round the clock in three shifts. Guests arriving
at any time of the day might have prior reservation and others walk-ins. Some

of them may be VIP, regular, with different temperaments and most of them
tired after long journey and prefer to be attended immediately and allotted a
room of their choice.

Every guest checking-in is important and must be extended personalized

attention. All guest above the age of 18 whether Indian or foreigner must sign
the registration register or card.

The registration of a guest may be divided into two

i) Pre-registered guests (guests with advance reservation)
ii) Walk-ins

The expected arrival list is received from room reservation department every
day in the evening, for the following day. The senior receptionist finds out
the room position by adding expected departures to available vacant rooms
and from this the expected arrivals are deducted. After knowing the room
position senior receptionist blocks rooms for VIP’S, CIP’S, groups, regular
guests, etc.

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Whoever fills the registration card, but it’s mandatory that the guest
signs on the card. The moment guest signs the registration card, it not only
confirms that all the information written in the card is correct to the best of
knowledge of the guest but it also completes the contact between hotel and
guest. The hotel is not responsible for guest’s valuables but a free of cost
locker facility is provided for guest valuables. Most hotels even mention rules
and regulations of the hotel on the registration card above the guest signature
column.

The guest is liable to pay the room rate and is required to abide by the
rules and regulations of Guest Registration: Meaning and Process the hotel.
The hotel is also obliged to provide the amenities and other in-house facilities
to the guest for the entire contract period.

The check-in process can be done in any of the following ways:

a) Non-automated check-in
Guest registration register
Guest registration card
b) Automated check-in

➢ Guest Registration Register:

Before the introduction of PMS in front office operations, hotels were

maintaining a ruled register for guests to fill-up at the time of registration.
The guest registration register is also called “Red Book”. The registers were
ruled for the ease of guest so that the guest know what information has to be
filled up by him/her in which column. And few columns at the end were used
for office use consisting of information like room no., rate, special
requirements, etc. But nowadays the register is quite out of place and only
few small hotels may be seen using register for registration of the guests.
Some hotels use loose pages instead of guest registration register and are
called as ‘F’ Forms. Guest Registration Card: Most of the hotel maintain

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registration cards even if they are automated. The registration is done in card
form and generally two copies are made of the card with carbon paper. One
copy is kept for office records and the second copy is attached with guest bill
folio for reference and for checking and comparing guest signature as and
when required. A ‘C’ form is separately prepared for foreign guests and is
later send to FRRO (Foreign Regional Registration Office). The registration
card records information related to guest and his/her stay like name,
company, address, number of rooms, passport details, visa details, stay
details, etc.

Automated Check-in:

In case of computerized check-in procedure, the guest only has to sign on the
registration card and has not to write various details like name, company,
address, nationality, etc. The reservation record maintained in the electronic
form can be converted into the guest registration card and the process of
recording more information can continue. The information recorded at the
time of reservation can be altered at the time of check-in. In some developed
hotels the check-in process can be completed by computers without
receptionist for both reserved or walk-ins.

Computer can take advance for the stay electronically and even the
electronic key can be dispensed by the computer to the guest. This helps in
saving time and manpower cost in advanced countries. Computerized check-
in may be economical but it lacks in personal touch and courtesy, which is
essential for hotel industry.

Allotting the room:

While the guest in checking-in, filling the registration card the receptionist
after checking with the guest’s preferences, selects a room from the room
chart. Room chart helps to know the status of the rooms and accordingly a
suitable room is allotted to the guest. The room chart needs to be updated for
any further discrepancy. The allocation of rooms is done only after actual

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arrival of the guest but for VIP’S, CIP’S, groups, regular guests, etc.,
expected to check in, rooms are allocated in advance and all these allocated
rooms are blocked on the chart as well as the system so that the same rooms
are not allocated to other guests. In case of groups, airline crews, rooms are
blocked and keys are kept ready.

The group leader fulfils the arrival formalities and takes the room keys
from the front desk or lobby manager. The group leader handed over the
rooming list against each member’s name. This rooming list is kept at the
reception for records and same list is enclosed with C’ Form to FRRO, in
case of foreign guests. The crew members may be given room keys directly
after getting pre-registered cards signed.

Taking the billing instructions:

At the time of check-in, the receptionist notes down the billing instructions
if that is not intimated at the time of booking. A guest may select one or more
than one modes for settlement of bills, like cash, credit card, charge card,
travellers’ cheque, a bill to a company, etc. Sometimes guests prefer to
deposit advances towards their account. The advance received is credited to
their bill folios and the guests are issued a proper receipt. These guests must
be intimated on time before their advance deposit gets exhausted. Unknown
and scanty baggage guests are requested to pay in advance, preferably for the
entire stay. A guest paying cash at the time of check-in is likely to have a no-
post status in the hotel’s sales outlets. They are requested to settle all other
bills in cash. The intimation of same is given to all points of sales in the hotel.

Issuing the welcome card and room key:

Once the formalities of registration, billing, etc., have been completed the
receptionist issues a welcome card to every guest. The welcome card
provides information regarding various facilities offered by the hotel. The
welcome card is also called a ‘key card’. Normally receptionists recognize
all the guests, but new arrivals in the previous shifts may not be recognized

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by all the receptionists and the welcome card may be asked from a guest
requesting for room key during the stay in the hotel. Even at another point of
sale in the hotel, a guest may be asked to show the welcome card at the time
of billing.

The room key is handed over to the bell boy who escorts the guests
along with luggage. Nowadays for the utmost safety of guests, an electronic
key is issued to the guest. The electronic key is even called a ‘key card’. It is
preferred that a guest drops the key in the key drop box as it’s easy to make
another key for the guest at any moment in time.

Fulfilling the special requests: While registering the guests, it has to be

ensured that all special requests made by the guest are acknowledged and
honoured. Some common special requests made by guests may be the
location of the room, size of the bed, interconnected room, etc. Few guests
may be particular about the view from the balcony or window plane.
Physically handicapped may demand a wheelchair or other aids and a
handicapped room with majority facilities as per the need of the special guest.
A COT, babysitter is also the desire of young couples. Important guests
of the hotel can be served with complimentary fruit baskets, bouquets, drinks,
cookies, etc. All these requests are to be taken care of by the hotel without
further reminders from the guest.

Completing the official record:

Once the guest has been assigned a room and his/her desires are met,
the front office tends to complete all official records. It is a statutory
requirement that all arrivals and departures are recorded in the arrival and
departure (A&D) register. This register is kept for any future reference. The
C’ Forms are also recorded in A&D register as well. For all foreigners the C’
Form needs to be filled and a copy to be sent to local FRRO officer, generally
within 24 hours. The registration cards are updated in the system or registers.
The folios are created for further transaction to be held by the guest during
the stay. All complimentary coupons related to food and beverage, valet

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service, etc., are prepared and information about check-in is given to various
point of sales in the hotel.

SOME MANDATORY/IMPORTANT FORMATS/REGISTERS USED

FOR REGISTRATION GUEST REGISTRATION REGISTER
Date 11-07-2023
Sr no. Name & Address Nationality Arrived Proceeding Time of Expected Time Type of No. of Booked by Billing
of the guest From to Arrival and Date of room Pax Instruction
Departure
Mr XYZ Indian Mumbai Delhi 1200 hrs 1/2/23 at 1800 hrs SUP SGL 1 Make my trip Room to OTA
1 extras Direct
2
3
4

Form C

Any Hotel/ Guest House/ Dharamshala/Individual House/ University/

Hospital/ Institute/ Others etc. who provide accommodation to foreigners
must submit the details of the residing foreigner in Form C to the Registration
authorities within 24 hours of the arrival of the foreigner at their premises.
This will help the registration authorities in locating and tracking the
foreigners. This document provides the functionality of registration process
of Hotel/ Guest House/ Dharmashala/Individual House / University/
Hospital/ Institute/ Others etc. owners for Form-C.

Find the below process of filling up the online form C. (Please note practical
demo is not available as the Government allocates ID and a password to each
hotel to operate the C form procedure)

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1). Step 01 - Form C (boi.gov.in) (go to this link)

2). Step 02 - User Login Page (indianfrro.gov.in)
3). Step 03 – (Fill up the details carefully as per the details mentioned in
the Passport)

Note: The guest’s current picture needs to be uploaded, for the same take
permission from the guest and you may take a recent straight picture of
the guest

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The below guest details are required to fill out the C form. Make sure
the details are like the guest’s name has to be the same on the passport as
well as on the visa.

(( (Image of a (( (Image of a
Passport) Visa)
• Understand Room Rate assignment,
Methods of payment, Room allotment & Key
control.

Room rate assignment is the process of determining the price that a hotel
charges for overnight accommodations. Room rate assignment is an
important aspect of revenue management, as it affects the profitability and
competitiveness of the hotel.

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Room rate assignment can be influenced by various factors, such as:

● The type, size, location, amenities and quality of the room
● The demand and supply of rooms in the market
● The seasonality and special events in the destination
● The customer segment and preferences of the guests
● The pricing strategy and policies of the hotel
● The competitive rates of other hotels in the area
Room rate assignment can be done manually or automatically, depending on
the availability of data and technology. Some hotels use software or systems
that can analyze market conditions and adjust rates accordingly. Some hotels
use fixed or dynamic pricing methods to set their rates. Fixed pricing means
that the rates are predetermined and do not change according to demand.
Dynamic pricing means that the rates fluctuate based on demand and other
factors.
Room rate assignment can also be done at different stages of the guest cycle,
such as:
● During reservation, when the guest makes a booking and confirms the rate
● During registration, when the guest arrives at the hotel and reviews the rate
● During stay, when the guest requests a room change or extension and
negotiates the rate
● During check-out, when the guest settles the bill and verifies the rate
Room rate assignment is a key component of guest satisfaction and loyalty,
as it affects the perceived value and quality of the service. Therefore, hotels
should aim to assign room rates that are fair, competitive and consistent with
their brand image.

Designing room rates in hotels is a crucial task that requires careful

analysis, planning and execution. Room rates affect the revenue, profitability
and competitiveness of the hotel, as well as the satisfaction and loyalty of the
guests. Here are some tips on how to design room rates in hotel:
● Know your costs and break-even point. Before you set your room
rates, you need to know how much it costs you to operate your hotel and
provide your services. You also need to know your break-even point, which

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is the minimum occupancy and rate that you need to cover your costs and
make a profit. This will help you determine your base rate and avoid
underpricing or overpricing your rooms.
● Know your market segment and target customers. You need to
identify who are your potential guests and what are their needs, preferences,
expectations and booking behaviors. You also need to segment your market
into different groups based on their characteristics, such as leisure or business
travelers, families or couples, domestic or international visitors, etc. This will
help you tailor your room rates to suit each segment and offer them value for
money .
● Know your competitors and their rates. You need to monitor and
analyze the rates of other hotels in your area that offer similar products and
services to yours. You also need to know their strengths, weaknesses,
opportunities and threats. This will help you benchmark your rates against
theirs and position yourself in the market. You can use tools like STR Global
or OTA Insight to compare your rates with your competitors .
● Adopt a dynamic pricing strategy. Dynamic pricing means that you
adjust your room rates according to the changes in demand and supply,
seasonality, special events, customer behavior, competitor actions and other
factors. Dynamic pricing allows you to maximize your revenue by selling the
right room at the right price at the right time. You can use tools like revenue
management systems or channel managers to automate and optimize your
dynamic pricing strategy .
● Implement psychological pricing techniques. Psychological pricing
means that you use certain numbers or tactics to influence the perception and
decision of the customers. For example, you can use odd numbers like $99
instead of $100 to make the price seem lower, or you can use anchor pricing
to show a higher price before offering a discount or a lower price to create a
sense of value .
● Offer packages and promotions. Packages and promotions are ways
to bundle your rooms with other products or services, such as meals, spa
treatments, tours, etc., or to offer discounts or incentives for certain
conditions, such as advance booking, length of stay, loyalty program
membership, etc. Packages and promotions can help you increase your

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occupancy, revenue and customer satisfaction by providing more value and

variety to your guests .
● Test and measure your results. Designing room rates in hotel is not a
one-time activity, but a continuous process that requires constant testing and
measuring. You need to track and evaluate the performance of your room
rates using key metrics like occupancy, average daily rate (ADR), revenue
per available room (RevPAR), etc. You also need to collect feedback from
your guests and staff on their satisfaction with your room rates. This will help
you identify what works and what doesn't work for your hotel and make
necessary adjustments.

Mode of payment in hotel industry refers to the ways by which guests

can settle their bills for the services they receive from the hotel. Mode of
payment in hotel industry can vary depending on the type, size, location and
policy of the hotel, as well as the preference and convenience of the guests.
Some of the common modes of payment in hotel industry are:
● Cash: This is the simplest and oldest mode of payment, where guests pay in
local or foreign currency. Cash payment is more common for short stays or
for low-budget hotels. The hotel cashier should know the exchange rate well
and should be able to distinguish between different currencies.
● Credit card: This is a plastic card with a chip that is issued by a bank or a
financial institution to its customers. Credit card allows guests to pay for
their bills by borrowing money from the card issuer, which they have to
repay later with interest. Credit card is a popular and convenient mode of
payment, as it reduces the need to carry cash and offers security and
protection. The hotel should accept major credit cards and should verify the
validity and identity of the card holder .
● Debit card: This is similar to a credit card, but it deducts money directly
from the guest's bank account when making a transaction. Debit card is also
a convenient and secure mode of payment, as it eliminates the risk of
overspending or debt. The hotel should also verify the validity and identity
of the debit card holder .

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● E-wallets and mobile payments: These are digital modes of payment that
use electronic devices such as smartphones, tablets or laptops to store and
transfer money. E-wallets and mobile payments are fast, easy and
convenient modes of payment, as they do not require physical cards or cash.
They also offer various benefits such as rewards, discounts, loyalty points,
etc. Some examples of e-wallets and mobile payments are PayPal, Google
Pay, Apple Pay, etc. The hotel should have compatible software and
hardware to accept these modes of payment .
● Personal check: This is a written order from a guest to their bank to pay a
certain amount of money to the hotel. Personal check is a rare and risky
mode of payment, as it can be bounced or forged. The hotel should only
accept personal checks from regular or well-known guests, and only with
proper identification and authorization. The hotel should also have a policy
for handling bounced checks .
● Direct billing: This is a mode of payment where the hotel charges the guest's
bill directly to their company or organization, which pays later after
receiving an invoice from the hotel. Direct billing is usually used for
corporate or group bookings, where the guests have a ledger account with
the hotel. Direct billing can help the hotel attract regular business from
corporate clients, but it also involves credit risk and delayed payment .

Room allocation in hotel industry refers to the process of assigning a

specific room number to a guest who has booked a room type or category. Room
allocation is done at the time of guest arrival or check-in, after verifying their
reservation and identity. Room allocation is an important task that affects the guest
satisfaction, revenue management and operational efficiency of the hotel .
Some of the factors that influence room allocation in hotel industry are:
● Guest preferences and requests: The hotel should try to accommodate the
guest preferences and requests regarding the room features, such as
location, view, floor, size, amenities, etc. The hotel should also consider the
special needs of the guests, such as accessibility, smoking or non-smoking,
etc. Guest preferences and requests can be obtained from the reservation
record, guest history or direct communication .

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● Room availability and status: The hotel should check the availability and
status of the rooms before allocating them to the guests. The hotel should
avoid overbooking or under booking the rooms, as it can cause
dissatisfaction or loss of revenue. The hotel should also ensure that the
rooms are clean, ready and functional before allocating them to the guests.
The hotel should use a reliable system to track and update the room
availability and status .
● Revenue management and yield management: The hotel should use revenue
management and yield management techniques to optimize the room
allocation and maximize the revenue. Revenue management involves
forecasting the demand and supply of rooms, setting the optimal room rates
and managing the distribution channels. Yield management involves
adjusting the room rates and availability according to the market conditions
and customer segments. The hotel should use data analysis, software tools
and strategies to implement revenue management and yield management .
Guest loyalty and relationship: The hotel should consider the guest loyalty and
relationship when allocating rooms to the guests. The hotel should reward and
recognize the loyal and repeat guests by offering them better rooms, upgrades,
discounts or other benefits. The hotel should also build and maintain a good
relationship with the guests by providing personalized service, communication
and feedback. The hotel should use a customer relationship management (CRM)
system to store and manage the guest information and preferences.

Key control learning objective in hotel is to understand and apply

the best practices of managing and tracking the use of keys at a hospitality
operation. Key control is essential for reducing guest and property theft, enhancing
security and safety, and ensuring guest satisfaction.
Some of the key points of key control learning objective in hotel are:
● Key control involves different types of keys, such as master keys, sub-
master keys, individual keys, emergency keys, etc., that are used by different staff
members and guests for accessing different areas and rooms of the hotel.
● Key control requires a systematic and organized process of issuing,
collecting, storing, auditing and replacing keys. The hotel should have a key

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control policy that defines the roles and responsibilities of key holders, the
procedures and records for key transactions, the security measures and precautions
for key handling, and the actions and penalties for key loss or misuse.
● Key control relies on various tools and technologies to facilitate and
monitor key usage. The hotel should use key tags, key rings, key cabinets, key
logs, key cards, electronic locks, etc., to identify, secure and track keys. The hotel
should also use software or systems that can generate reports and alerts on key
activity and performance .
● Key control depends on the training and awareness of the staff and guests.
The hotel should provide regular training and updates to the staff on key control
policy and procedures, as well as the benefits and risks of key control. The hotel
should also educate the guests on how to use and safeguard their keys, as well as
how to report any issues or incidents related to keys.

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➢ GLOSSARY OF REGISTRATION PROCESS

1. Registration: The process of officially checking in and providing necessary

details to the hotel upon arrival.
2. Front desk: The designated area in the hotel where guests are welcomed and
the registration process takes place.
3. Guest Information: Personal details required during registration, including
name, address, contact number, and email.
4. Identification: A proof of identity, such as a passport, driver's license, or ID
card, submitted for verification purposes during registration.
5. Reservation: The act of booking a room in advance, which may require
confirmation at the time of registration.
6. Room assignment: The process of allocating a specific room to the
registered guest based on their preferences or availability.
7. Check-in time: The designated time at which guests are allowed to
complete the registration process and access their allotted room.
8. Check-out time: The scheduled time by which guests are required to vacate
the room and settle any outstanding bills.
9. Room key/keycard: The physical or electronic device provided to guests
during registration to access their assigned room.
10.Registration form: A document presented to guests for providing essential
information during the registration process.
11.Arrival and departure dates: The specific dates on which the guest is
expected to arrive and depart from the hotel.
12.Payment method: The chosen mode of payment used to settle the cost of
accommodation and other hotel services during check-out.
13.Incidentals: Additional charges incurred by guests during their stay, such as
minibar usage, room service, or any other extra services.
14.Credit card authorization: Providing credit card details for pre-
authorization, allowing the hotel to charge for incidentals or any potential
damages.

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15.Signature: The act of signing the registration form, acknowledging the

acceptance of terms and conditions, and assuming responsibility for
charges.
16.Room amenities: The facilities and services provided in the guest room,
such as TV, Wi-Fi, phone, toiletries, and room service options.
17.Wi-Fi login: The access credentials (username and password) provided to
guests for connecting to the hotel's wireless internet network.
18.Loyalty program: Membership or reward system offered by the hotel to
frequent guests, providing benefits or incentives for future stays.
19.Late check-in/early check-out: Arriving after the standard check-in time or
leaving before the standard check-out time, requiring special arrangements.
20.Pre-registration: A process where guests provide their information prior to
arrival, expediting the check-in process upon reaching the hotel.

➢ EXERCISE QUESTIONS:

1) Why is obtaining accurate guest data during registration is so important?

2) Give an example of how incorrect data can affect the guest and the hotel?
3) Explain the importance of a C form for the hotel as well as the FRRO
office.
4) Note down the important details of the guests which we have to collect to
fill the registration form and C form.

➢ CASE STUDY

Title: Streamlining the Pre-Registration Process of a Hotel

Introduction: In the hospitality industry, ensuring a smooth and efficient

check-in process is crucial for creating a positive guest experience. Pre-
registration is an essential step that allows guests to provide their
information and preferences beforehand, enabling a quicker and more
personalized check-in. This case study examines the pre-registration

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process of a hotel and analyzes its effectiveness in improving guest

satisfaction.

Objective: The objective of this case study is to evaluate the effectiveness

of the hotel's pre-registration process in enhancing guest experience,
identify potential issues, and determine possible solutions for improvement.

Methods:

1. Data Collection:
o Conduct guest surveys to gather feedback on their pre-registration
experience.
o Interview front desk staff to understand their workflow and challenges
during check-in.
o Analyse historical data to identify any patterns or recurring issues during
the pre-registration process.

2. Data Analysis:
o Quantitatively assess guest satisfaction rates and any correlation with the
pre-registration process.
o Identify pain points, such as lengthy check-in times or incorrect guest
information, using the collected data.
o Compare the data with industry benchmarks or best practices to evaluate the
hotel's performance.

3. Gap Analysis:
o Identify the gaps between the hotel's pre-registration process and industry
standards.
o Determine the causes of these gaps through interviews and data analysis.
o Prioritize the gaps based on their impact on guest satisfaction and
operational efficiency.

4. Solution Development:
o Propose potential solutions to bridge the identified gaps.

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o Consider technological advancements like mobile check-in, self-service

kiosks, or digital signatures to streamline the process.
o Evaluate the feasibility of implementing these solutions by considering
costs, staff training, and guest acceptance.

5. Implementation and Evaluation:

o Choose the most viable solutions and implement them in a controlled
environment.
o Monitor and measure the impact of the changes on guest satisfaction,
check-in time, and staff workload.
o Continuously update and adapt the process to align with evolving guest
expectations.

Questions:
1. How satisfied were the guests with the pre-registration process on a scale of
1 to 10?
2. What were the most common challenges faced by guests during the pre-
registration process?
3. Did guests encounter any issues with incorrect or incomplete information
during check-in?
4. Were there any negative reviews or complaints specifically related to the
pre-registration process?
5. How do guests perceive the overall efficiency and convenience of the pre-
registration process compared to similar hotels?
6. How often do guests encounter delays or long waiting times at the front
desk during check-in?
7. What are the most mentioned preferences that guests would like to
communicate during the pre-registration process?
8. Are guests aware of any self-service options, such as mobile check-in or
kiosks, and their availability at the hotel?
9. How comfortable are guests with sharing personal information online
during the pre-registration process?
10.What improvements or additional features do guests suggest for the pre-
registration process to enhance their experience.

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• ADDITIONAL REFERENCE.

1). Chapter 07 of – James A. Badri’s Hotel Front Office Management

“Fifth Edition”
2). Doug Kennedy, July 2009, “Front Desk Hotel Training Can Generate
Future Business.”
3). Types of Keys in Hotel - Everything About Hospitality
4). Type of Key Control used in The Hotel Industry - HotelTalk - For Hoteliers | Guests |
Hotel Management Students

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➢ Objectives of Module:

1. Plan Shift handover & takeover

2. Discrepancy report, calculation room position, plus & minus position,
overbooking, turn away, farm out,
3. Handling group & crew arrivals,
4. Room moves process, room status control, inter-departmental
communication.

➢ Learning Outcomes:

• Plan staff requirements and allocation of work for smooth operation.

• Coordination with other departments like housekeeping to avoid
discrepancy.
• Managing bookings and upselling the facilities.

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• Inter-departmental communication, handling group arrival in a particular

way.

➢ INTRODUCTION

The front office staff refers to the personnel who are assigned at the reception
area. They are the first personnel of the hotel to meet and engage guests.
Front office staff handles the transactions between the hotel and its guests.
The Front Office staff receives the guests, handles their requests, and creates
the first impression about the hotel into their minds.

Uniform Staff-Uniformed services in a hotel are provided by the staff

members who perform essential duties that add to the guest experience. They
provide more personalised services. Taken into consideration the degree of
attention given to the guests by this department. The uniformed staff include
door persons, bell attendants, valet parking attendants, transportation drivers,
and concierges. While personal in reservations, reception, and
communications areas affect guest perceptions, it is often personal in
uniformed service who make a lasting impression. Also uniformed service
staff are usually classified as "tipped employees", Since a portion of their
income is derived from guests gratuities!

Planning for Staffing in Front Office Staff & Uniform Staff.

The Front Office department is the first impression of the hotel since the
guest comes in contact with the Front Office staff on arrival (or even before).
Choosing the right staff is crucial. Human resources in Front Office should
be of the right quality and quantity for efficient functioning of the
department. Planning the staffing is a crucial activity for any department. The
Front Office department A key challenge is to have the correct number of
qualified staff members available in every necessary position to meet the
hotel’s daily business needs.

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Design a formal structure of hierarchy.

o Identify shift timings.

o Scheduling each shift

Planning a shift handover and takeover in a hotel's front office department

requires careful organization and effective communication. Here's a step-by-
step guide on how to plan this process:

Create a shift schedule:

Develop a clear and detailed schedule that outlines the shifts and timings for
each front office staff member. Ensure coverage for all essential roles and
positions during each shift.

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• Define important tasks and responsibilities:

• Identify the key tasks and responsibilities that need to be handed over or
taken over during each shift. This may include information about
reservations, guest complaints, ongoing tasks, pending requests, and any
other relevant information.

• Implement a shift briefing system:

• Establish a system for conducting shift briefings. This should involve a

designated time and place where outgoing and incoming staff members can
exchange information. Ideally, this should take place at the front office desk
with all necessary documents and systems available.

• Prepare a handover checklist:

• Create a standardized handover checklist that covers all the important aspects
and tasks to be communicated during a shift handover. This checklist should
be completed by outgoing staff and reviewed by incoming staff to ensure a
smooth transition.

• Maintain open communication:

• Encourage open communication and promote a culture of teamwork and

collaboration. Front office staff should feel comfortable approaching each
other with questions or concerns during the shift takeover.

• Utilize technology:

• Utilize technology tools, such as a digital logbook or communication

platform, to facilitate communication and document important information.

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This ensures that both outgoing and incoming staff have access to all
necessary details even if they are not present simultaneously.

• Conduct regular training and refresher sessions:

• Organize training sessions and refresher courses for front office staff to keep
them updated on the latest procedures, policies, and systems in the hotel. This
will help both outgoing and incoming staff members perform their roles
effectively during the shift handover.

• Monitor and evaluate:

• Continuously monitor the shift handover process and obtain feedback from
staff members to identify areas for improvement. Regularly evaluate the
effectiveness of the shift handover procedures and make necessary
adjustments as needed.

• Effective shift handover and takeover protocols in a hotel's front office

department are essential for maintaining seamless operations and providing
excellent service to guests. By following these steps, you can ensure that staff
members are well-prepared and informed during the transition between
shifts.

• Discrepancy Report:

• A document that highlights any inconsistencies or discrepancies found in a

process or system. It helps identify errors, discrepancies, or variations from
expected results and allows for corrective actions to be taken.

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• Calculation Room Position:

• Refers to determining the exact location or position of a calculation room

within a facility or organization. This involves considering factors such as
accessibility, proximity to other relevant departments, and functional
requirements.

• Plus & Minus Position:

• A term used to describe the positive and negative aspects of a particular

position or situation. It typically refers to the advantages (pluses) and
disadvantages (minuses) associated with a specific decision or course of
action.

• Overbooking:

• A practice where more reservations or bookings are accepted for a particular

service or event than there are available spaces. Overbooking is commonly
used in industries such as airlines, hotels, and restaurants to maximize
revenue, as there is an expectation that some customers will cancel or fail to
show up.

• Turn Away:

• When a customer or guest is denied service or a reservation due to

unavailability or other constraints. This occurs when capacity is full,
overbooking limits are reached, or specific requirements cannot be met.
Turning away customers can lead to negative customer experiences and may
impact a business’s reputation.

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• Farm Out:

• In the context of business or operations, the term "farm out" refers to the
outsourcing or subcontracting of specific tasks or operations to external
parties. It involves transferring responsibilities or workloads to specialized
contractors or vendors who can handle those tasks more efficiently or cost-
effectively. Farming out can help businesses focus on core operations and
reduce costs.

➢ Handling Groups in Front Office – Pre Arrival

• Purpose: Front office team has to be prepared for receiving a group in the
hotel. They should also make sure that the requested rooms and ready at the
time of group arrival and also the room blocking as been done as per the
rooming list sent by the Travel Agent / Company.

• Pre-Arrival ( Either one or two days before group arrival):

1) Duty roster must be prepared accordingly and to be approved by the Front

office manager. ( appropriate staffing level should be considered according
to group movements)
2) Read the appropriate Group Folder / Contract.
3) Look at all arrivals guest profiles, history and special remarks if any.
4) Make note of all relevant guest requirements and special needs.
5) Ascertain the arrival and departure time of the Group.

6) Cross check the arrival & Departure dates are correctly feed into the group
reservations and also on to Group payment master room.
7) Check all group reservation for Rate code, Room rate picked up, Meal
Packages attached and make sure the instructions are according to the group
contract.

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8) Print the rooming list sent by the Travel agent / Company and cross check
the number of persons occupying a room is correct. If required create sharer
reservation according to billing instructions ( For example if the shares also
required a invoice at the time of check out )
9) Cross check the billing instructions on PMS for all group rooms and Group
payment master.
10) Create Routing instructions on all group rooms to group payment master
( If the billing instruction is Room + TAX to travel agent ). This will also
help to have a smoother check out experience for the group members and
also cashiers.
11) Print arrival report for the date of group arrival and check room
allocation.
12) Take note on Room allocation, Special needs, Honeymooners, wedding
anniversaries, birthdays etc.
13) Look for Extra bed and baby cot requirement and send notification via
Traces or email to the house keeping department.
14) Do appropriate room allocation according to the room status and
availability on the PMS.
15) Prioritize group early arrivals and room type requirements, Suite rooms,
Non-smoking, single lady etc.
16) Always ensure that housekeeping / Room service / Engineering is aware
of any special needs for this group. Send a requisition form to this department
and also create a Trace on PMS.
17) Group Welcome letter to be prepared, neatly folded and kept in envelope.
18) Call up the group coordinator and reconfirm the arrival time of the group.
19) Communicate all VIP/Suite room allocations with Guest services.
20) Give requisition form to Room service for group welcome drinks and
cold towel

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➢ Room moves process, room status control

• The Room Change process is one of the important tasks of Hotel Front Desk
Operations. It is a must to announce details of all room move to other
departments for smooth and effective hotel operations.
• When a guest is physically moved to another room the front desk personal
should update this information on the property management software, move
the bills folder and also inform the same to other departments like
Housekeeping, Room Service, Bell Desk Etc.
• Below sheet is used to track all Room Moves occurred during the day and
the same should be filed daily basis to the 'Room Shift' folder for future
reference.

(Format of Room Move control Sheet)

➢ INTER-DEPARTMENTAL CO-ORDINATION

The Front Office plays a major role in delivering hospitality to guests. It

sets the stage for a pleasant or an unpleasant visit. The front office
communicates the guest requirements to other departments, which work in

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close co-operation and coordination to deliver required products and

services.

In order to maintain the desired level of service, the front office department
communicates with the following department of the hotel –

1. Sales and Marketing

2. Housekeeping
3. Food and Beverage department
4. Maintenance or Engineering department
5. Security department
6. Banquet department
7. Finance Controller
8. Human Resources department

Front Office Co-ordination with Sales and Marketing Department

These two departments co-ordinate with each other for the following
information
• Guest histories
• Room Reservation Records
• Current Room Availability Status
• Group, corporate and travel bookings
• Setting the transient and bulk room sales
• The front office must take every effort to keep the room information on
Room Availability Status and Guest Histories current & accurate.

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• The Sales and Marketing executive needs information on room availability

as to which rooms to sell in future to design a marketing strategy for the off-
season.
• Sales and Marketing need information on guest types and slogans to
develop the marketing strategy and target key guest segments. The S&M
department needs Front Office support in selling room facilities and service.
• Front office needs information on special promotion. For eg. Special rates,
Inclusion campaign etc

Front Office co-ordination with Housekeeping Department

These two departments communicate with each other for the following
information-
• Room Status: As rooms generate maximum revenue for hotels, the
information about the room status should be updated correctly and
frequently. Front Office and Housekeeping must closely coordinate on the
room status. The Housekeeping department prepares an occupancy report
thrice a day, which is sent to the front desk, where it is tallied with room
status records of front desk. This helps to

1. Update room status

2. Find sleepers (a room from which the guest has checked out but it is showing
as occupied in front office room status records).
3. Know as the exact house count.
4. Charge the guest if an extra person has occupied the room.
5. Coordinate in guest room change

• Security concerns:

The Housekeeping staff should inform the front office about any unusual
circumstances that may indicate a violation of security for the hotel guests.

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The front office personnel will in turn inform in-house authorities to ensure
safety and security of guests.

• Special arrangements:

Guests may request for additional or special amenities during their stay, like
extra blanket, towel, soap, shampoo, iron and ironing board, etc. when such
requests are received at front desk, they should be either immediately
informed to the HK Control Desk, or such calls may be forwarded to control
desk.

Front Office coordination with the F&B department

These departments coordinate with other for the following information –

• Arrival and departure of guest
• Setting up of bar in VIP rooms
• Special arrangements like cookies, fruit baskets and assorted dry fruits.
• In-house and expected VIPs and corporate guests
• In-house and expected groups
• In-house and expected crews
• Information about Scanty baggage guests: All Point of Sales (POS) are
notified about In-house Scanty baggage guest to receive all payments in cash
from them and no credit is given to them.
• Groups and guests with booking of specific meal-plans

Front office coordination with Banquets department

• The front office department coordinates with banquets for putting

information on bulletin boards and placing directional signs for particular
function areas.

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• The Banquet department sends FP Sheet (Function Prospectus Sheet) to the

front desk, so that if any communication from the parties hosting the
functions reaches the front desk, the same may be transferred or replied to
promptly

Front office coordination with Finance Controller

The front desk provides a daily summary of the financial transactions after
night auditing to the finance controller. The information provided by the front
desk helps the finance controller to make budgets and to allocate resources
for the current financial period. The front office provides the controller with
the financial data for billing and maintenance of credit card ledgers.

Front office coordination with Engineering and Maintenance

These departments coordinate with each other for the following information-
• Proper upkeep of the equipment and systems installed in the hotel
• Front office informs about any repair work required to be done
• In case of an occupied room in which occurs an extensive maintenance
problem, front office requests the guest for his/her room change.

Front office with Human Resources Department

Close coordination and communication between the front desk and the
human resource (HR) department helps in the growth and development of
front office employees.

• Front office informs the HR department about its requirement of new staff,
training requirements for the new staff, refresher training course for existing
staff, and cross-training requirements.

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• The HR department works in close coordination with the front office

department to procure quality personnel for the front desk and to impart
training to the employees to keep them up to date with the latest happenings
in the hotel industry.

➢ GLOSSARY

1. Arrival: A guest who has just checked in.

2. Blocking: To reserve a room on the room rack for a guest.
3. Crew: Airline flight and cabin staff
4. Due out: An occupied room is expected to be vacated.
5. Guest Rack: The information section
6. Lockout: A guest room is sealed for entry by the guest because he has not
settled his bills
7. No Show: A guest with a confirmed reservation who has not turned up
8. Position: Rooms available for sale at the beginning of a shift or day.
9. Scanty Baggage: A guest with hand luggage only.
10. Under stay: A guest who has checked out before his scheduled
department date.

➢ EXERCISE QUESTIONS:

1). List and explain the different status of guestrooms in a hotel.

2). Explain the examples of consequences of not having coordination with
the housekeeping department.
3). Explain the importance of staff management in front office.
4). What role does the front office play in communication between the guest
and maintenance department.

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➢ ADDITIONAL REFERENCE.

• Bhatnagar, S.K. Front Office Management. Frank Bros.& Co. (Publishers)

Ltd., 2006,2007
• Tewari, J.R. Hotel Front Office Operations and Management. Oxford
University Press, 2013
• Chapter 03 of – James A. Badri’s Hotel Front Office Management “Fifth
Edition”

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➢ Objectives of Module:

• Learning on
• Understand the Functions of the concierge
• Understand messages and parcels process.
• Luggage handling, left luggage process
• Understand the process of Miscellaneous services-errand cards,
• Explain Scanty baggage

➢ Learning Outcomes:

• The concept and hierarchy of concierge

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• The equipment used by the concierge.

• The functions of the concierge
• The forms and records prepared by the concierge.
• The location and coordination of the bell desk
• The procedures for luggage handling, escorting guests, and reporting room
discrepancies

➢ INTRODUCTION

The Concierge is an integral part of high-end, full-service hotels whereas

mid-level hotels are outsourcing concierge services. It is a section of the front
office department or part of the uniformed department of a hotel that helps
guests at the time of their arrival, during their stay in a hotel and at the time
of departure of guests by providing various services such as luggage
handling, message & mail, fetching errands from outside for the guests etc.
Though hotels use bell desk and concierge interchangeably; the basic aim
remains the same i.e. providing services to the guests and maximizing profits.

Concierge – The Concept

The word ‘concierge’ has a history of its own. Few argued that the
term has its origin in the French word “Comte des Cierges” meaning "keeper
of the candles." These are the persons who helped nobles in medieval France.
Others opined that the word means doorkeeper-porter. The word also refers
to hospitality. In India, it is used in a broader sense and refers to a person
who has a desk called 'The desk of concierge'. A concierge was not an
employee of the hotel until 1936 but an independent entrepreneur who
purchased a position from the hotel and paid the salaries, if any, of his or her
uniformed subordinates.

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It is used for increasing the marketable value and image of a hotel.

They are responsible for offering special and customised services to give it
an edge over its competitors. For maximizing guest satisfaction, people at the
concierge have to anticipate guests’ needs and fulfil these within the given
constraints of guests i.e. budget, time etc using contacts of the hotel. For this,
they should be very alert and proactive in their approach. Their role becomes
very important, especially in top-class luxury hotels where wealthy and
knowledgeable guests look for memorable experiences without being
concerned much about the money. For these kinds of hotels, the concierge is
just like an amenity of utmost importance. However, there will be variations
in the duties and responsibilities of the concierge depending upon the
objectives of the properties for example concierge may be asked to assist in
butler operations, restaurant reservations, transportation etc.

People at the concierge should have a good awareness of various hotel

facilities and services along with the surroundings i.e. city and some details
of international events. For that reason, it is an added advantage for
concierges that they can communicate in different languages with a friendly
personality. UPPGH (Union Professionally des Portiers des Grand Hotels)
also draw the name “Clefs d'Or” from its emblem which highlights crossed
gold keys, is an international organization that establishes code of conduct
and trade for the people at concierges.

➢ Functions of Concierge

A. Greeting and receiving the guest

As we know that this is the first department that comes in the guests’ contact
at their arrival in the hotel. It is the duty of this section to greet and receive
the guests on their arrival. They are the one who has to create a good first
impression.
B. Guest luggage handling at the time of check-in

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The bell desk employee helps in unloading the guest’s luggage from the
vehicles and escorts the guest to the lobby for registration and finally
transports the luggage to the guestroom.

C. Introducing hotel facilities to the guests

The bell desk employee, while escorting the guests to his room, will explain
various hotel facilities to the guests e. g. various food and beverage outlets,
shopping arcade, gym etc. He will, in brief, explain the useful information
e.g. timing, facilities etc.
D. Explaining various room amenities to the guest
After reaching at the room the employee will explain various in-room
amenities to the guests. This will include air-conditioning, switches, T.V,
phone numbers etc.
E. Explaining fire exit plan to guests
This is one of the most important functions of the employee. Each room has
a fire exit plan pasted on the back of its main door. The bell boys or the
attendant explain the fire exit plan to the guests.
F. Delivering mails and messages
Delivering the mails and messages is also the duty of bell desk. They receive
these from information desk and deliver these to guests. They have stamp the
date and time on these to avoid any complaint from guests.
G. Fetching errands from outside for guests
If the guest asks for something, that is not available in the hotel, it the duty
of the desk to arrange for it. The desk employee will get it from outside, these
may include medicines, tickets etc.
H. Arranges various services from outside
As we have stated in the starting of the chapter that sometimes guest may ask
for services that are not provide by the hotel. It is the duty of this desk to
arrange for these services e.g. reserving table in near by restaurant etc.

I. Selling of postal items to the guest

This desk acts as a mini post office for the guests of the hotel and provides
them with the various types of postal services such as selling postal stamps,

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postcards etc. to the guests on their requests. The bell desk also arranges for
various couriers for the guests.
J. Arranges for paging services for the guest
The bell desk also arranges for paging services for the guests in order to
locate them in the hotel in case of any message and mails to be delivered to
him. The paging activity is performed by the bell boy with the help of a
paging board.
K. Delivery of newspaper and magazine to the guestroom.
The bell desk also provides various newspapers and magazines in the
guestrooms, early in the morning, and to the guests asking for these.
L. Carryout light housekeeping activity in the lobby area
The bellboys also assist the housekeeping staff in carrying out light
housekeeping services in the lobby and the reception area. These services
including light dusting of the front desk, bell desk and furniture of the lobby
area and wiping the door of the entrance of the hotel.
M. Keep an eye on scanty baggage guests
They help lobby manager in keeping an eye on the scanty baggage guests.
For this purpose they maintain ‘Scanty Baggage Register’ which is duly
signed by lobby manager at the time of arrival of a scanty baggage guest.
And it is informed to the front desk so that they can take appropriate measures
to safeguard hotel revenue.
N. Helps in maintaining security in lobby
They help security department in ensuring the security of guests & their
belongings and also hotel assets and hotel employees. They act in close
coordination with security department to avert any mishap.

O. Helps in fighting the emergency situation

In case of any emergency, e.g. natural or man-made, they play very important
role in ensuring the safety and security of all.

P. Physically checks the room discrepancy

The employee is responsible for physically checking any room discrepancy
that arises due to the difference between the Front Office Occupancy Report

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and Housekeeping Occupancy Report. And inform the discrepancy to the

front office.

Q. Handling guest luggage at the time of check-out

The bell desk employees perform the important function of transporting the
luggage of the guest at the time of department from the guestroom to the
lobby. Then the bell boy finally loads the luggage of the guest in the vehicle
and wishes him a happy journey.

R. Submitting C-Form
It is the duty of this desk to collect and deposit all the C-Forms to the nearest
police station. This is one the most important legal obligation which the hotel
has to perform in case of foreigner guests.

S. Wake- up call
In some hotels, it the duty of bell desk employees to give manual wake-up
calls to the guests.

T. Handling left luggage

Bell desk is responsible for handling left luggage in hotels. They are
responsible for completing all the formalities regarding left luggage i.e.
filling all forms and registers, storing the luggage and handing it over to the
guest when he asks for.

U. Providing special facilities to the disabled guests

This desk is responsible for providing special facilities to the handicap or
disabled guests i.e. they provide wheelchair to the guests.

V. Handling VIP’S:
VIP’s, as the name suggest, are very important persons so they must be
handled carefully. This helps in creating good image of the hotel and
increases guest satisfaction. And being the front and first department of the

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hotel, front office has to pay special attention toward handling VIP’s.
Generally, the VVIP guests include well-known personalities from any field
of life e.g. the state guests, dignitaries, commercially important persons,
entertainment, sports, and academics etc. They are huge source of publicity
and revenue. So their check-in should be smooth and speedy. The pre-
registration activities are very helpful in this.

VIP guests will be highlighted in the “Expected Arrival List” prepared at

front office. It helps in pre-allotment and blocking of rooms, as per the
requirements of the person. The VIP rooms are communicated to all
concerned departments e.g. housekeeping, service etc. Amenity vouchers are
prepared and sent to housekeeping and room service department in order to
make flower arrangements and place fruit and cookies basket in the
guestroom before the arrival of the guest The VIP guests are received and
escorted directly to the allotted rooms where they just have to sign the pre-
filled registration card.

• Understand messages and parcels process

Process for Taking and Delivering Guest Messages and Couriers:

1. As per the hotel operating standards all guest message to be delivered to the
room within 10 to 15 minutes.
2. Always answer the telephone within three rings.
3. Take down the name of the guest and room number.
4. Verify the details of the guest like name and room number.
5. Do not disclose the room number or other personal details about the guest to
the caller.
6. Take down the name of the person who is calling.
7. Take down the telephone number of the person who is calling.
8. Take down the time the person is calling.
9. Take down the name and contact number of the caller.
10.Take down the message on to the guest message slip format or type directly
on to the PMS message window.

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11.Note down the time the message was received.

12.Spell out the caller name correctly and reconfirm with the caller.
13.Repeat to the caller the message to check for understanding.
14.Open the guest reservation and type the message into the respective
function or fields provided entering the message.
15.For internal Front Office messages or other notes please use either the
traces function or the 'memo' field in the reservation window.
16.Print the message to be sent up to the guest room.
17.If the message contains sad news i.e. death or hospitalisation; notify the
Duty Manager immediately before sending the message to the room.
18.In such cases, guest must be paged or notified immediately.
19.Write clearly the name of the guest and room number on the message
envelope.
20.Deliver the message to the room as per the hotels standard.

• Taking Messages for Banquet / Conference or Event Guests:

1. Write down the message on to guest message slip format.
2. Put the message slip in the designated envelope and hand-over to
Banqueting Supervisor or Banquet manager.
3. Any message is to be received by the conference guest within five minutes.

• Delivering Messages, Fax or Couriers to the Guest:

1. The telephone operator should check the fax machine constantly.
2. Sort out the messages, fax, couriers, parcels for guest and other departments
separately.
3. Guest faxes and important messages to be sent up to the room
immediately.If a Do Not Disturb - DND sign is on the door, do not open the
door.
4. For rooms with the DND signs gently slip the message under the door.
5. During the daytime, between 0900 – 2000 hrs knock the door thrice.

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6. In case there is no answer, open the room and place the message at the foot
of the bed.
7. If the guest responds, hand the message over to the guest.
8. After 2000 hrs, gently slip the message under the door.
9. After delivering the guest messages and/or faxes, note down the details in
the Courier / Fax / Message logbook.
10.Internal department faxes, couriers, messages to be filed in the departmental
slots or pigeon box located at the back office.
11.Nowadays the messages can be directly typed into the property
management software (PMS) and these are relayed to the EPBX or
telephone system.
12.The message light is automatically switched ON at the guest phone when a
new message notification is sent from the hotel software or PMS tot he
EPBX/PABX.
13.Similarly, the messages can be also displayed on the guest room television
if the hotel has an interface between the In-Room-Entertainment system and
the PMS/Hotel Software.
• Luggage handling, left luggage process
The term ‘Left Luggage’ refers to luggage left by a guest who checks out of
the hotel but wishes to take his luggage later. The left luggage room has
racks along the wall where the luggage is deposited. The procedure for
handling left luggage is:
• The Bell Captain confirms whether the guest has settled his hotel bill with
the front office cashier.
• The Bell Captain inspects the baggage and brings to the notice of the guest
a pre-existing damage (if any). He enters the description of the baggage on
the Baggage Tag and strings it to the baggage. The sticker has a number
with a counter foil with the same number.
• The Bell Captain enters these details in the Left Luggage Register. He
mentions any pre-damage comments in the remarks column. He also
mentions the expected date of delivery in the register.

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• He tears off the counterfoil of the Baggage Tag and hands it over to the
guest.
• He instructs a Bell Boy to deposit the baggage in the left luggage room.

• Return of Baggage
• When the guest comes to collect the luggage, the Bell Captain takes the
counterfoil from the guest.
• The Bell Captain then cross-checks it with the Left Luggage Register.
• The Bell Captain assigns a Bell Boy to bring the luggage from the left
luggage room to the bell desk for inspection.
• The Bell Boy tallies the guest counterfoil number with the baggage tag on
the baggage and also confirms the description of the baggage mentioned.
He brings the baggage to the bell desk.
• The Bell Captain inspects the baggage with the guest and reconfirms the
numbers on the tags.
• The Bell Captain enters the date of
delivery in the Left Luggage Register
and obtain the guest’s signature.

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• Understand the process of Miscellaneous services-errand cards,

Errand cards are used to track the guest luggage movements in the hotel.
Separate errand card is filled up at the time of check-in and checkout of the
guest.

Below you can see sample format of arrival and departure errand card used
in hotels.

• Explain Scanty baggage

Aside from marking a hotel guest as “scanty baggage,” the front desk clerk
or the hotel manager may decide to ask for the entire payment up front to
lessen any “crash and dash” risks.

Larger hotels often have a procedure for scanty baggage guests. First, a
hotel porter will inform the reception staff. Then, the receptionists will fill
out a guest registration card identifying the guest as a “scanty baggage.”

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Finally, they determine one of several actions to minimize any potential

risks, such as asking for payment in full or lowering their credit limit (on
room service, for example).

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➢ Glossary

Concierge: A person who provides various personal services to guests or

residents of a hotel, apartment building, or other establishment. The word is
derived from the Old French word conservus meaning slave1 or the Latin
word conservus meaning fellow slave.

Concierge history: The origin of the concierge profession can be traced back
to the Middle Ages, when concierges served the families of kings and kept
the keys to the castle rooms. Later, concierges expanded their duties to
include supervising domestic staff, maintaining order, and overseeing police
and prisoner records. In the late 19th century, concierges became hotel staff
members who helped guests with luggage, mail, reservations, and tours.

Functions of the concierge: The main function of the concierge is to assist

guests or residents with their personal needs and requests, such as booking
transportation, making restaurant reservations, arranging entertainment,
providing information, and handling complaints. The concierge may also
perform other tasks such as delivering messages and parcels, handling left
luggage, issuing errand cards, and providing miscellaneous services.

Messages and parcels process:

The process of receiving, storing, delivering, and collecting messages and

parcels for guests or residents. The concierge may use a log book, a computer
system, or a mobile app to keep track of the incoming and outgoing items.
The concierge may also charge a fee for this service depending on the size,
weight, and destination of the items

Left luggage process:

The process of storing luggage for guests or residents who have checked out
of their rooms but wish to leave their bags at the establishment until they

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depart. The concierge may use a storage room, a locker, or a tag system to
secure the luggage. The concierge may also charge a fee for this service
depending on the duration and quantity of the luggage.

Miscellaneous services:

Any other services that the concierge may provide to guests or residents that
are not covered by the above categories. These may include arranging
flowers, dry cleaning, babysitting, pet care, medical assistance, spa
treatments, personal shopping, etc. The concierge may also issue errand cards
to guests or residents who need help with small tasks such as buying
groceries, picking up prescriptions, or mailing letters.

Errand cards:

Cards that are issued by the concierge to guests or residents who need help
with small tasks. The cards contain the name and room number of the
requester, the description and location of the task, the deadline and payment
for the task, and the signature of the requester. The concierge may assign the
task to a staff member or an outside vendor and collect the payment upon
completion.

Scanty baggage:

A term used to describe guests who check in with little or no luggage. This
may indicate that they are not planning to stay long or that they have
fraudulent intentions. The concierge may alert the security or management of
such guests and monitor their activities.

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➢ EXERCISE QUESTIONS:

➢ What is the origin and meaning of the word “concierge”?

➢ How did the role of the concierge evolve from the Middle Ages to the 19th
century?
➢ What are some of the typical duties and responsibilities of a hotel concierge
today?
➢ What are some of the skills and qualities that a good concierge should have?
➢ How can a concierge provide personalized and exceptional service to
guests?
➢ What are some of the challenges and opportunities that concierges face in
the hospitality industry?
➢ How can a concierge use technology and social media to enhance their
service delivery?
➢ What are some of the ethical and legal issues that concierges need to be
aware of?
➢ What are the steps involved in luggage handling from check-in to check-
out?
➢ What are the safety and security measures that should be followed when
handling luggage?
➢ How can luggage handling staff provide courteous and efficient service to
guests?
➢ What are the common problems or complaints that may arise in luggage
handling and how to resolve them?
➢ What is the difference between left luggage and lost luggage?
➢ What are the procedures and policies for storing and retrieving left luggage?
➢ How can left luggage staff ensure the safety and security of the stored
items?
➢ How can left luggage staff handle special requests or situations such as
oversized, fragile, or valuable items?

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➢ ADDITIONAL REFERENCE.

• Bardi, James A. Hotel Front Office Management, 5th ed, John Wiley 2010
• Chapter 4 Front office organization from Operations Hotel Front office
operation and management, by Jata Shankar Tiwari.
• https://www.goodreads.com/book/show/55738619-the-concierge-key-to-
hospitality

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➢ Objectives of Module:

• Explain the working of PBX systems

• Importance of Guest Services
• Practice Telephone manners – Do’s & Don’t s
• Understand the CAS-Call accounting system,
• Message handling, Voice recorders
• Importance Handling telephone emergencies – Bomb threats, fire

➢ Learning Outcomes:

• To understand the role and functions of the guest service communication

center in hotel operations.

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• To learn the skills and techniques for effective communication with guests
and other departments.
• To apply the principles and standards of customer service and hospitality in
all interactions.
• To handle various types of guest requests, inquiries, complaints, and
feedback in a professional and timely manner.
• To use appropriate technology and software to record, track, and manage
guest information and communication.
• To demonstrate teamwork, collaboration, and problem-solving skills in the
guest service communication centre.

➢ INTRODUCTION

The guest service communication center in hotel is the central hub for all
guest-related communication and coordination. It is the department that
connects guests with the hotel staff and services, and ensures that their needs
and expectations are met or exceeded. The guest service communication
center in hotel may consist of various sub-departments, such as front desk,
reservations, concierge, housekeeping, maintenance, room service, and
security.

The guest service communication center in hotel staff are responsible for
answering phone calls, emails, messages, and other forms of communication
from guests and other departments. They also handle guest requests,
inquiries, complaints, and feedback, and provide information and assistance
as needed.

The guest service communication center in hotel staff are expected to be

courteous, efficient, attentive, and professional in all their interactions. They
should also have excellent communication skills, customer service skills, and
knowledge of the hotel policies and procedures. The guest service
communication center in hotel plays a vital role in creating a positive guest
experience and enhancing the reputation and image of the hotel.

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➢ Explain the working of PBX systems

PBX systems are private telephone networks that enable internal and
external communication for businesses and organizations. PBX systems connect
multiple extensions within an office to each other and to a small number of outside
lines, using different hardware components and software applications. PBX
systems can provide various features and functions, such as call forwarding,
transferring, conferencing, voicemail, auto attendant, and toll-free numbers. PBX
systems can use different types of phone lines, such as analog, digital, or voice
over internet protocol (VoIP). VoIP PBX systems are also known as virtual or
cloud PBX systems, as they use the internet to transmit voice data instead of
physical wires.

VoIP PBX systems offer more flexibility, scalability, and cost-efficiency

than traditional PBX systems. Some of the benefits of using PBX systems are:

• They increase productivity and professionalism by allowing easy and efficient

communication with customers, colleagues, and partners.
• They reduce costs by consolidating multiple phone lines into one and using
VoIP technology to lower call rates and maintenance expenses.
• They enhance security by encrypting voice data and preventing unauthorized
access to the network.
• They support remote work by enabling mobility and accessibility for
employees who work from different locations or devices.

➢ Importance of Guest Services

The guest services centre in

hotels is an important department
that handles all the
communication and coordination

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with guests before, during, and after their stay. The guest services centre in hotels
can provide various benefits, such as:
• It can increase guest satisfaction and loyalty by providing timely, accurate,
and personalized information and assistance to guests.
• It can enhance the hotel’s reputation and image by creating a positive and
professional impression on guests through courteous, efficient, and attentive
service.
• It can improve the hotel’s operational efficiency and productivity by reducing
errors, delays, and complaints in guest-related processes and tasks.

• To provide better guest services, hotels should:

• Train their staff on the skills and techniques of effective communication,

problem-solving, and customer service.
• Use technology and software to record, track, and manage guest information
and communication, such as property management systems (PMS), customer
relationship management (CRM), voice over internet protocol (VoIP), etc.
• Collect and analyze guest feedback and reviews to identify areas of
improvement and opportunities for innovation.
• Personalize and customize guest experiences based on their preferences,
needs, and expectations

➢ Practice Telephone manners – Do’s & Don’t s

• Do answer the call within three rings. This shows that you are attentive and
ready to help
• Do introduce yourself and your company or organization when you answer
the phone. This lets the caller know who they are talking to and if they have
reached the right number
• Do speak clearly and politely. Use proper language and avoid slang or filler
words. Enunciate your words and avoid speaking too fast or too slow.

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• Do listen actively and take notes. Show interest in what the caller is saying
and ask relevant questions. Don’t interrupt or talk over the caller.
• Do ask for permission before putting someone on hold or transferring a call.
Explain why you need to do so and how long it will take. Thank them for
their patience and check back with them regularly
• Don’t talk with your mouth full or chew gum. This is unprofessional and
makes it hard for the caller to understand you.
• Don’t use speakerphone unless necessary. A speakerphone can reduce the
sound quality and make it seem like you are not focused on the call. If you
need to use the speakerphone, inform the caller and explain why.
• Don’t leave the caller on hold for too long. If you can’t resolve their issue
or question within a few minutes, offer to call them back or transfer them
to someone who can help them.
• Don’t use your cell phone in inappropriate places or situations. Avoid
making or taking calls in public places where you might disturb others, such
as restaurants, theatres, libraries, etc. Also, avoid using your phone when
you are with someone else, as this is rude and disrespectful.
• Don’t lie or make promises you can’t keep. If you don’t know the answer
to something, admit it and offer to find out or refer the caller to someone
who does. Don’t say things like "I’ll call you back" or "I’ll take care of it"
unless you mean it and can follow through.

➢ Understand CAS-Call accounting system,

• A call accounting system (CAS) is a software or service that records,

analyzes and reports on all the calls made or received by an organization or
a network of organizations.
• A CAS can capture call details from various sources, such as PBX, VoIP,
mobile, conference, etc., and assign costs to the calls based on predefined
rates or tariffs
• A CAS can also classify calls as personal or professional, and generate
reports and invoices for cost allocation, client billing, fraud detection,

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system optimization, employee productivity, compliance and risk

management, etc.
• A CAS can be deployed as a software package running on a PC, server,
virtual server or cloud, or as a hosted service that integrates with the existing
telecommunication infrastructure.
• A CAS can have different user interfaces and access levels for employees,
supervisors, admins, branches and departments. Each user can view and
manage their own call logs and reports.

➢ Message handling, Voice recorders

Message handling and voice recorders are important tools for guest service
communication centre in a hotel. They allow the staff to communicate
effectively with the guests, record their requests and feedback, and provide
personalized service.

Be proactive. Anticipate guests’ needs by finding out why they’re staying

with you and pre-stock their room with amenities and perks. Streamline
processes to eliminate anything that could cause a negative experience1.

Be responsive. Respond quickly to complaints and negative comments, but

also good ones. Interact with your online followers in real-time to make a
personal connection. Use a live chat service or a chatbot to be available to
guests if they have questions or requests.

Be consistent. Maintain a consistent level of guest service across all

channels, whether in person, on the telephone, or through digital channels
like SMS, email, live chat, WhatsApp, and Messenger.

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Be attentive. Body language towards your guests is equally important as

verbal communication. Make eye contact, smile, nod, and use gestures to
show interest and empathy.

Be accessible. Keep lines of communication with your guests open and give
them the opportunity to ask questions, provide feedback, and make requests
at all times. If you aren’t able to have a 24-hour front desk service, use a
voice recorder to take messages and follow up as soon as possible.

➢ Importance Handling telephone emergencies

– Bomb threats, fire

Handling telephone emergencies such as bomb threats or fires in a hotel is a

serious and challenging situation that requires quick and effective action.
Here are some general guidelines on how to handle these emergencies:

Bomb threats. If you receive a call regarding a bomb threat, you should:

• Keep the caller on the line as long as possible and record every word
spoken by the caller.
• Ask where the bomb is and what time the bomb is going to go off.
• Pay attention to background noise, voice quality, accents and speech
impediments of the caller.
• Signal a colleague to also listen in the call and try to find out the
location through the exchange.
• Do not hang up the phone after the call ends.
• Inform the General Manager, Security Officer and local police
authority immediately.

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• If the location is identified, inform the

department head and evacuate people
from that area.
• Follow the instructions of the anti-bomb
squad and wait for the “all clear” signal
from the police before resuming normal
operations.

Fire. If you receive a call or notice a fire in the hotel, you should2:

• Inform the concerned staff and fire brigade immediately.

• Do not panic and stay calm.
• If you are trained and confident, use the fire extinguisher to put out the
fire or contain it until help arrives.
• Turn off the supply of electricity and gas in the affected area.
• Evacuate guests and staff from the fire zone following the emergency
exit plan.
• Assist the firefighters and provide them with any information they
need.

➢ Glossary
Communication skills: The ability to speak, write, listen and understand
clearly and politely with guests in person, over the phone or online.
Communication skills also include using appropriate body language, tone of
voice, gestures and facial expressions to convey messages and emotions.

Problem-solving skills: The ability to identify, analyze and resolve issues that
guests may have with their stay, such as complaints, requests, feedback or
special needs. Problem-solving skills also involve finding creative and
satisfactory solutions that meet the guests’ expectations and the hotel’s
standards.

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Active listening skills: The ability to pay attention to what guests are saying,
ask relevant questions, paraphrase and summarize their main points, and show
empathy and interest. Active listening skills can help hotel staff understand the
guests’ needs, preferences and emotions, and provide them with personalized
service.

Conflict resolution skills: The ability to handle difficult or tense situations

with guests, such as disagreements, misunderstandings or dissatisfaction.
Conflict resolution skills involve staying calm, respectful and professional,
acknowledging the guests’ feelings and perspectives, apologizing when
necessary, and offering fair and reasonable solutions.

Time management skills: The ability to prioritize, organize and complete

tasks efficiently and effectively within a given timeframe. Time management
skills can help hotel staff balance multiple responsibilities and demands, such
as attending to guests, managing the front desk, coordinating with other
departments, and maintaining the hotel’s cleanliness and order.

➢ EXERCISE QUESTIONS:

1. What are the differet types of mails received by the hotel?

2. Explain the use of location from in handling telephone calls in the absence
of guests.
3. Explain the procedure by which a hotel ensures the delivery of guest
messages.
4. What role does a paging board play in guest paging.
5. Wake-up call service is very important In business hotels, especially for
groups, explain why.

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• ADDITIONAL REFERENCE.
• Bardi, James A. Hotel Front Office Management, 5th ed, John Wiley
2010
• Hotel Front Office: Operations and Management by Jatashankar R.
Tewari- second edition.
• Hotel Guest Communication: 8 Actionable Tips & 5 Mistakes to Avoid (cloudbeds.com)
• How you can improve communication with your hotel guests - SiteMinder

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➢ Objectives of Module:

• Definition, importance & functions of guest accounting cycle

• Distinguish between Types of folios – Guest, master, non-guest &
employee.
• Explain UPI, charge purchases, paid outs allowance, transfer
• Learn on posting of charges, late charges, correction charges
• Understand Night Audit Process

➢ Learning Outcomes:

• Understand the concept and importance of front office accounting in the

hospitality industry.

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• Know the various types of accounts, folios, vouchers, ledgers, and

accounting systems used by hotel front office.
• Know how to create, maintain, and update accurate accounting records for
each guest and non-guest account.
• Know how to track financial transactions throughout the guest cycle, from
pre-arrival to post-departure.
• Know how to ensure financial control over cash and non-cash transactions,
such as credit cards, checks, direct billing, etc.
• Know how to record settlements for all goods and services provided by the
hotel, such as room charges, taxes, discounts, allowances, etc.
• Know how to prepare and present guest bills and statements and handle various
methods of payment.
• Know how to perform night audits and other accounting reports and procedures.

➢ Introduction

Front office accounting is actually grounded in straight forward logic and

basic math skills. A front office accounting system monitors and charts the
transactions of guest and businesses, agencies, and other non-guests using
the hotels services and facilities. The front offices ability to perform
accounting tasks in a perfect and complete manner will directly affect the
hotels ability to collect the hotels outstanding balances.

Accounting Fundamentals

An effective guest account system consists of tasks performed during each

stage of guest cycle. During the pre-arrival stage, the guest accounting system
captures data related to the type of reservation guarantee and tracks pre
payments and advance deposits. When a guest arrives at the front desk, the
guest accounting system documents the application of room rate and tax at
registration. During occupancy a guest accounting system tracks authorized
guest purchases. Finally, the system ensures payment for outstanding goods
and services at the time of check out.

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In brief the front office accounting system:

• Creates and maintains an accurate accounting record for each guest / non-
guest account
• Tracks financial transactions throughout the guest cycle
• Ensures financial control over cash and non-cash transactions
• Record settlements for all goods and services produced

Guest Accounting Cycle

There are two types of accounts maintained by front office department with
front office accounting system:
Guest Account

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A guest account in front office accounting system is to record of financial transaction

between a guest and the hotel. It is created when the guests guarantee their
reservations or during registration. The front office usually seeks payment for charges
during the departure and settlement stage of the guest cycle.

Non-Guest Account
A hotel may extend in-house charge privileges to local businesses or agencies as a
means of promotion or to groups sponsoring meetings at the hotels. The front office
creates non-guest accounts to track these transactions which may also be called house
accounts or city accounts.
FOLIOS
Front office transactions are charted on account statements called folios. A folio is a
statement of all transactions (debits and credits) affecting the balance of a single
account. There are basically five types of folios used in front office accounting and
maintained with front office accounting system:
1. Guest Folios – Accounts assigned to individual guests or guestrooms.
2. Master Folios – Accounts assigned to more than one guest or guestroom, usually
applicable for group accounts.
3. Non-Guest or Semi-Permanent Folios – Accounts assigned to non-guest
business or agencies with hotel charge purchase privileges.
4. Employee Folios – Accounts assigned to employees with charge purchase
privileges.
5. Split Folios – Accounts assigned to a guest on his/her request to split his/her
charges and payments between two personal folios – one to record expenses to
be paid by the sponsoring business company and the other to record personal
expenses to be paid by the guest. In this case two folios are created for the same
guest.

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Explain UPI, charge purchases, paid-outs allowance,

and transfer.
➢ UPI stands for Unified Payments Interface, a system that allows real-time
transfers between bank accounts and digital wallets using mobile devices.
➢ Charge purchases are transactions where the customer pays for goods or services
using a credit card or a digital wallet linked to a credit card. The customer does
not have to pay the full amount immediately but can pay it later with interest.
➢ Paid outs allowance is an amount of money that an employer gives to an
employee for expenses incurred during work, such as travel, meals, or
entertainment. The employee does not have to submit receipts or invoices for
these expenses but has to declare them as income and pay taxes on them.
➢ Transfer is the act of moving money from one account to another, such as from
a bank account to a digital wallet or vice versa. Transfers can be done using UPI
or other methods, such as NEFT, IMPS, RTGS, etc.
➢ Some banks charge fees for UPI transactions above a certain limit per month or
per day. For example, Axis Bank, ICICI Bank and Kotak Mahindra Bank charge
Rs 2.50 for amounts of up to Rs 1,000 and Rs 5 for transfers above Rs 1,000 on
person-to-person UPI payments beyond 20 transactions a month2. HDFC Bank
also charges a similar fee. However, some banks do not charge any fees for UPI
transactions, such as SBI, PNB, BOB, etc.
➢ From 1st April 2023, an interchange fee of up to 1.1% will be imposed on UPI
transactions above Rs.2,000 made through PPIs, such as wallets. This fee will be
paid by the merchant who accepts the payment from the customer using a wallet.
The interchange fee will vary depending on the type of service or product being
purchased.
➢ The maximum amount that can be transferred using UPI in a day is Rs.1 lakh as
per NPCI. However, some banks may have lower limits depending on their
policies1. For example, Paytm allows transactions of up to Rs 20,000 in an hour
and a maximum of five transactions per hour and 20 transactions per day through
Paytm UPI.

Vouchers

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A voucher details a transaction to be posted to a front office account. This

document lists detailed transaction information gathered at the source of the
transaction. For example, hotel revenue outlets use vouchers to notify the front
office of guest charge purchases, which require posting. Several types of
vouchers are used in front office accounting including cash vouchers, transfer
vouchers, allowance vouchers and paid-out vouchers. Most computer systems
require few vouchers since terminals are interfaced with the front office
computer.

Points of sale
The term point of sale describes the location at which goods and services are
purchased. Any hotel department that collects revenues for its goods and services
is considered a revenue Centre and thus, a point of sale. Large hotels support
many point of sale, including restaurants, lounges, room service, laundry etc. The
front office accounting system must ensure that all charge purchases at these
point of sale are posted to the proper guest or non-guest account.
Automated POS system may significantly reduce the time required to post charge
purchase to guest folios, the number of time each piece of data must be handled,
the number of posting errors and late charges.
No matter the location, the point of sale must provide some basic information
when posting a charge through a remote terminal or submitting a voucher to the
front desk. This information includes the amount of the charge, name of the
point of sale outlet, room number and name of the guest and a brief description
of the charge. If a charge is being submitted by a voucher, the signature of the
guest and the identity of the employee submitting the charge are also required. If
the charge is posted through a remote terminal, the employee identification is
captured by the terminal and forwarded to the folio, along with the time of
posting. Posting through an automated terminal still requires a guest signature

on a voucher for audit purposes and in case there is any dispute regarding the
purchase or the amount.

Ledgers

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A ledger is a summary grouping of accounts. The front office ledger is a

collection of front office account folios. The folio represented in the front office
are a part of the front office receivable ledger. An account receivable represents
money owed to the hotel. Front office accounting commonly separates
accounts receivable into two subsidiary groups: the guest ledger( for guest
receivables) and the city ledger (for non-guest receivables)

Guest Ledger
The guest ledger refers to the set of guest accounts that correspond to registered
hotel guests. Guests who make appropriate credit arrangements at registration
maybe extended privileges to charge purchases to their individual account folios
during their stay. Guests may also make payments against their outstanding
balance at any time during occupancy. Guests’ financial transactions are
recorded onto guest ledger accounts to assist in tracking guest account balances.
The guest ledger may be called transient ledger, front office ledger or rooms
ledger. Deposits received from future reservations are usually posted to the
advance deposit ledger, which is part of the guest ledger.

City Ledger
The city ledger also called the non-guest ledger, is the collection of non-guest
accounts. If a guest account is not settled in full by cash payment at check-out,
the guests’ folio balance is transferred from the guest ledger in the front office to
the city ledger in the accounting division for collection. At the time of account
transfer, the responsibility for account collection shifts from the front office to
the accounting division. The city ledger can contain credit card payment

accounts, direct billing accounts and accounts of past guests due for collection
by the hotel.

Creation and Maintenance of Accounts

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The task of accurately and completely recording all transactions that affect guest
ledger accounts is the responsibility of the front office. The front office also
records all transactions which affect non-guest accounts. The accounting
department is ultimately responsible for collection of non-guest ledger accounts
Guest folios are created during the reservation process or at the time of
registration. To prepare a folio for use, information from the guest’s reservation
or registration record must be transferred to the folio. Non-automated and semi-
automated systems commonly use pre-numbered folios for internal control
purposes. Manually posted or machine posted guest folio cards used in non-
automated operations are stored in a front desk folio tray. A folio tray may also
be called a posting tray, folio well or bucket.
In a fully automated systems, guest information is automatically transferred from
an electronic reservation record or captured at registration and entered onto an
electronic folio. In some systems a preliminary electronic folio is created
automatically and simultaneously with the reservation record. This enables
postings to guest accounts before registration. Such items as pre payments and
advance deposits can thus be accurately monitored.
At check-in reservations data are verified and combined with room rate
information and the guest’s assigned room number to create an electronic folio.
For a walk-in guest, equivalent information is captured during registration and
entered into a front office computer terminal. One of the major advantages of
electronic data processing is that captured data need only be handled once.

Recordkeeping Systems – Assignment

Charge Privileges
To establish an in-house line of credit, a guest may be required to present an
acceptable credit card or a company billing authorization at the time of
registration. Credit can be established at the time of reservations by obtaining the
number and expiration date of credit card and electronically transmitting this
information to the credit card company with a request for an amount guarantee.
Once a line of credit has been approved, guests are authorized to make charge
purchases.

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Guests who pay cash for accommodation at registration are typically not
extended charge purchase privileges. These guests are called paid-in-advance
guests or PIA guests. In a fully automated system, PIA accounts are set to no-
post status. Since point of sale terminals throughout the hotel have immediate
access to stored account information, a no-post status account is one that cannot
accept charge purchase transactions. In non-automated and semi- automated
properties, a PIA list is manually distributed to all revenue centers. Local
businesses or residents may apply to the hotel and qualify for house accounts.

Account Maintenance
A folio is used to record transactions which affect a front office account balance.
Guest folios must be accurate, complete and properly filed since guests may
inquire about their account balance or check out of the hotel with little or no
advance notice. Transaction postings conform to a basic front office accounting
formula. The accounting formula is

Previous Balance + Debits – Credits = Net Outstanding Balance

PB + DR - CR = NOB

Settlement of Accounts
The collection of payment for outstanding account balances is called account
settlement. Settlement involves bringing an account balance to zero. An account
can be brought to zero balance as a result of cash payment in full or a transfer to
an approved company or travel agency account. Transfers to approved deferred
payment plans move outstanding guest folio balance from the guest ledger to the
city ledger.

Night audit
The night audit process is a daily review of guest and non-guest accounts against
revenue centre transactions in a hotel. It helps to ensure the accuracy and
completeness of front-office accounting records and to produce operational and
managerial reports .
The night audit process typically involves the following steps :

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● Taking the shift handover from the evening shift and counting the cash float.
● Balancing all food and beverage outlets by comparing the sales reports from
the point of sale (POS) software and the front office software (PMS).
● Checking out the payment master rooms for cash, credit card, city ledger, and
lost posting.
● Reconciling all bill to company settlements and verifying the invoice details.
● Printing reports for all interfaces from PMS, such as telephone, laundry, spa,
etc.
● Resolving any room status discrepancies by checking the housekeeping
report and the occupancy report.
● Monitoring guest credit limits and taking appropriate actions for overdue
accounts.
● Verifying posted entries to guest and non-guest accounts and correcting any
errors or voids.
● Generating operational and managerial reports, such as revenue report,
occupancy report, arrival report, departure report, etc.
● Closing the books on one hotel day and opening the books on another.
The night audit process is usually performed by a night auditor who works during
the late evening and early morning hours. The night auditor should have a good
knowledge of accounting principles, procedural controls, and guest credit
restrictions. The night auditor also summarizes and reports the results of
operations to front office management and the hotel's accounting division .

➢ Glossary

● Guest account: A record of financial transactions between a guest and the hotel.
It is created when the guests guarantee their reservations or during registration .
● Guest ledger: A collection of all guest accounts. It is also known as the transient
ledger.
● City ledger: A collection of non-guest accounts, such as travel agents, corporate
clients, or credit card companies. It is also known as the direct billing ledger.

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● Advance deposit ledger: A record of deposits received from guests before their
arrival. It is also known as the reservation ledger.
● Folio: A statement of all transactions affecting the balance of a single account.
There can be different types of folios, such as guest folios, master folios, or non-
guest folios.
● Voucher: A document that authorizes a transaction to be posted to an account.
For example, a registration card, a credit card slip, or a cash receipt.
● Posting: The process of recording a transaction on a folio. It can be done
manually or electronically.
● Settlement: The process of closing an account by paying the outstanding balance.
It can be done by cash, credit card, direct billing, or transfer to another account.
● Check-out: The process of finalizing a guest's stay by settling the account and
returning the room key.

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ASSIGNMENTS
1. Guest accounting Recordkeeping Systems
• Manual (formats of Guest weekly bill and Visitor’s tabular ledger)
• Semi-automatic (format of posting machine folio)
• Automated

2. Formats
• Guest folio
• Charge Voucher
• Allowance Voucher
• Paid-out Voucher

Recommended Reading
• Managing Front Office Operations by Michael L.Kasavana and Richard
M.Brooks
• Front Office Management by S.K.Bhatnagar
• Accommodation Services by Vivienne O’Shannessy
• Hotel Front Office by Sudhir Andrews

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Objectives

1. Understand Cashier functions, departure process – intimation, mini bar check,

verifying & posting outstanding charges, cash & credit settlement, split folio,
securing room key, cashiers’ clearance, processing payment, and feedback.
2. Understanding late check-out, account ageing etc. guest history.

➢ Learning Out Come.

1) Check out the procedure in detail.
2) Challenges and solutions of the checkout procedure in hotel
3) Standard operation procedure

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➢ Introduction
The check-out procedure in a hotel is the process of finalizing a guest's stay by settling
the account, returning the room key, and collecting feedback. It usually involves the
following steps :
● Surrendering your room key at the front desk
● Confirming your room number and date of departure
● Alerting housekeeping and room service about your impending departure
● Inquiring of any last-minute consumption and additional charges
● Checking for any exemptions for late check-out additional charges
● Preparing your guest folio and presenting the billing for your verification
● Asking guests about their stay and satisfaction
● Finalizing and checking the bill
● Taking payment by cash, credit card, direct billing, or combined methods
● Checking the guest out in your property management system (PMS)
● Checking for mail, messages, and faxes for the guest
● Checking for safe deposit box or in-room safe keys from the guest
● Thanking the guest and inviting them to return
The check out procedure is an important opportunity for the hotel to make a lasting
impression on the guest and to ensure their loyalty and satisfaction. It should be done
in a courteous, efficient, and accurate manner. The front desk staff should also be
prepared to handle any complaints or issues that may arise during the check out process.

• Checkout and settlement describe the activities associated with the final stage

of the guest cycle (i.e. departure).

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Check-out and Account Settlement:

• The major activities, which are conducted at departure, include:

1. Resolving outstanding guest account balances

2. Updating room status information

3. Creating guest history records

Guest account settlement depends on an effective front office accounting system that
maintain accurate guest folios, verifies and authorizes a method of settlement and
resolves discrepancy in account balances. Most front office requires a guest to specify
during registration an eventual method of settlement.

Departure Procedure:
• At checkout, front office clerks shall:

1. Check for mails, messages, and faxes

2. Checkfor safe deposit box, or in-room safe keys 3.Departure Errand Card to be
prepared by the bell boy
3. Post all outstanding charges
4. Verify account information
5. Inquire about additional recent charges
6. Present the guest folio for guest signature
7. Verify the method of payment
8. Processthe account payment (i.e. zeroing out the account) 9.Take a feedback from
the guest regarding his stay
10. Update the room status

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Check out affords the front office yet another chance to make a positive impression on
the guest. The front desk agent should check for any messages, faxes or mail awaiting
guest pick up. The front desk agent should also verify that the guest has cleared his or
her safe deposit box or in-room safe and returned the key.
To ensure that the guest folio is accurate and complete, the front desk agent should
process any outstanding charges that need posting. In addition, the front desk agent
should ask the guest if he or she incurred any recent charges and make the necessary
postings to the guest folio.
Traditionally, at check out, the guest is presented a final copy of his or her account folio
for review and settlement. During this time, the front desk agent should ask how the
guest intends to settle his account, regardless of which method of settlement the guest
specified during the registration process. A guest may establish credit by presenting a
credit card at check-in.
After determining how the guest will pay, the front desk agent should then bring the
guests’ account balance to zero. This is typically called zeroing out the account. A
guests’ account balance must be settled in full for an account to be considered zeroed
out. As long as the hotel has received full payment or is assured of full payment, the
account will be settled with a zero balance. If an account is to be paid by company, it
must be transferred to a city ledger and billed through the account receivable system.
Presentation and Settlement of Bill
A departing guest can settle his bill by a number of ways. Mainly they can be grouped
into two: cash and credit.
I. Cash Mode:

The cash mode includes payment of bill in Indian rupees and acceptable foreign
currency such as dollars and pounds etc. This also includes payment by travelers
cheques which can be of Indian rupees or foreign currency) against the bill and issues
him with a cash receipt. If the guest has paid in foreign currency and there is any balance
amount to be given back to the guest then the same is given in Indian rupees. An
encashment certificate is also issued to the guest. A cash payment in full at check-out
will bring a guest account balance to zero. A guest may have had a credit card imprinted
at registration, even though he or she intended to settle the account by cash. The front
desk agent should destroy the guests’ credit card voucher imprinted at registration when
the guest pays the account in full with cash.

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Foreign Currency Transactions:
The tourism industry in any country is a prime source for the generation of foreign
exchange. Governments would, therefore like to keep a close tab on the flow of foreign
currency. The stipulations for a hotel are:
1. The hotel should have a license called ‘Restricted Money Changers License’ to
exchange foreign currency.
2. Someone must be authorized to deal in foreign exchange transactions, normally
the front office cashier.
3. Exchange is done only in local currency

4. Exchange rates must be displayed prominently at the exchange points. The

rates are governed by the RBI which updates them on a daily basis
5. Foreign currency exchange can be only extended to resident guests.

Procedure for accepting Foreign Currency:

The front office cashier has to follow certain procedures as stipulated by the RBI while
receiving foreign exchange. The procedure is as follows:

1. Request the guest for his/her passport and determine the credentials such as
name and photo identification, place of issue, date of issue, and date of expiry
of the passport.
2. Confirm that the guest is a resident of the hotel.
3. Check if the foreign exchange is accepted by the Government. Normally
transactions are done for dollars, sterling pounds, euros and yen.
4. Receive the cash or Travelers Cheque.
5. Calculate the total amount of local currency to be paid by multiplying the
foreign currency total amount by the exchange rate displayed.
6. Fill in details in the Foreign Exchange Encashment Certificate which comes in
serially numbered books for better control.
7. Request the guest to sign the Travellers Cheque if it is the instrument of
exchange. Make sure that the signature tallies with the earlier signature on the
TC.

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8. Request the guest to sign the Foreign Exchange Encashment Certificate and
compare the signature with the passport.
9. Give the total amount of local currency with the original Foreign Currency
Encashment Certificate to the guest.
10. Attach the second copy of the Foreign Currency Encashment Certificate to
the notes or Travellers Cheque.
11. Leave the third copy of the certificate in the certificate book.

12. Fill in details in the Record of Foreign Currency Transactions. This is a control
sheet of all foreign currency transactions in a shift.

Settlement of bill through Travellers Cheques: Travellers Cheques are issued by

various banks in various denominations, for example, Rs.50/-, 100/- or Rs.500/- etc.
Suppose a person wants to buy travellers cheque worth Rs.10000/- in the denominations
of Rs.500/-, he will fill up a form, be required to deposit Rs.10,000/- in the bank and he
would be issued with 20 nontransferable travelers cheques of Rs.500/- value each. A
certain amount of commission may have to be paid by him to the bank.

There are two spaces for the buyer’s signature. At the time of purchase he has to sign
at one of the places in the presence of the issuing authority. i.e., the bank manager or
his representatives. He is issued with counterfoils, also called as record slips. Other
details on the travelers cheque are, (a) number of the cheque, (b) a date column, (c) the
amount of cheque is printed on the face of the travellers cheque, and (d) the signatures
of the bank authority etc. Travelers cheque is as good as cash.

Difference between an Ordinary Cheque and a Travellers Cheque

Ordinary Cheque Travellers Cheque

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1. For issuing a cheque a person should 1. No need of any bank account for
have a bank account (either current or purchasing and encashing of travelers
saving). cheques.
2. Any amount can be filled in the 2. Have a fixed amount printed on its face
cheque as they are blank and available in different
denominations.
3. Only one signature is needed of the
holder 3. Two signatures are required (one in the
presence of issuing authority and
4. Ordinary cheques are valid only for 3-
second in the presence of
6 months
encashing authority)
5. These cheques can be crossed
4. Valid for indefinite period of time
for account payee unless dated.
5. No such provision.

6. No slip/list of lost, damaged or 6. Many banks issue a stop list or stolen

stolen cheques is issued by bank. and damaged cheques.
7. Cheque may bounce as the balance in 7. No such possibility as the amount is
account may be less than the cheque already printed on the face of the
amount. cheque.
8. Not safe as someone might force the 8. Quite safe because the second signature
owner to sign the cheque. has to be put in front
of the encashing authority.

At the time of settlement of bill the cashier of the hotel presents the bill to the guest and
if the guest intends to settle his bill by travellers cheque, the cashier asks him to
countersign at the specified place on the face of cheque and tallies his signature with the
first signature. A travellers cheque cannot be encashed if the second signature does not
tally with the first one.
The cashier should also ensure that the travellers cheque is not predated. Once the date
is put on the travellers cheque it is valid for only six month, otherwise, the cheques are
good until used and there is no time limit for their encashment. The cashier should
confirm the identity of the guest by asking for his passport or driving license etc. form
safety and security point of view. Ensure that the cheque is not damaged, mutilated or

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changed in any way before accepting it. Check the exchange rate (in case of foreign
currency travelers cheque) before converting into Indian Rupees. Any balance shall be
paid in Indian Rupees. An encashment certificate shall be issued to the guest.
Travellers cheques are a very safe and convenient way of transporting currency. There
is no danger even if they are stolen, snatched on a gun point etc. as they will be
encashed only when they will be signed by the holder in the presence of the encashing
authority and the second signature tallies with the first signature.
The advantage of travellers cheques is that it has double check system because of two
signatures and chances of it bouncing like an ordinary cheque are not there.

A foreign travellers cheque must be treated like foreign currency and the necessary
records and statements and certificates must be maintained like in case of foreign
currency and required records should be sent to Reserve Bank of India by the hotel.

2. Credit Mode.

Credit mode of payment includes (i) Airlines vouchers (ii) Company Account
Payment, (iii) Travel Agency Vouchers (iv) Credit Card Payment, (v) Personal
Cheque payment by the guest.

(i) Airlines vouchers: Some airlines give MAO (Meal and Accommodation
Order) and PSO (Passengers Service Order) to the layover passengers
travelling from one destination to another. The passengers are provided with
specified meals and the accommodation by the hotel on the basis of the same
for which the payments are made by the airline.
(ii) Company accounts: Directors and other top executives of various Corporate
Companies keep travelling from one place to another very frequently. The
companies issue authorization letters to their executives on the basis of which
they get services such as accommodation etc. from the hotel. At the time
departure the guest signs his bills and checks out. The hotel sends this signed
bill to the company which makes the payment.
(iii) Payment by Travel Agency Voucher: Generally a travel agent who sells a
package to a tourist collects the money from the tourist in advance which

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includes accommodation and the other service charges. Travel agency voucher
indicates that the guest has prepaid to the travel agency amounts for
accommodation etc. and the recovery of such amounts are made from the
travel agent and not from the guest. The travel agent sends copy of voucher
to the hotel at the time of booking and gives the record copy to the traveler
who submits his copy to the hotel at the time of arrival. The receptionist should
tally both the copies. Most of the travel agents voucher includes the services
to be offered to the guest. The front office cashier should take the following
steps in this case:
a. Receive the travel agency voucher and see what billing instructions are
mentioned in the folio. Read billing instruction very carefully as
sometimes the travel agent might instruct the hotel to collect the payment
from the guest directly.
b. Read the voucher carefully and determine whether it has been issued
from a bonafide agency as issued by the accounts department of the
hotel.
c. See that all the expenses / charges are covered by the voucher.

d. If the voucher is from a foreign travel agency, get it authorized by the

Lobby Manager.
e. Ask the guest to sign on the reverse of the travel agency voucher.

f. The guest should sign the folio at the time of check-out.

g. Attach the voucher and the folio(s) together.

h. The hotel sends the original voucher along with the guest bill (including
all department vouchers) for payment.
i. Usually within a month the travel agent makes the payment of the bill
to the hotel.
(iv) Settlement of Bill through Credit Card: It is one of the most commonly
used methods of bill settlement by a guest. It is a small, convenient to carry
plastic card issued by banks.

Every credit card has an authorized amount by the bank as an authorized limit called
the floor limit. If the amount of guest bill is within the authorized limit then at the
time of departure the guest has to sign a credit card voucher. At the time of arrival,

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when the arriving guest indicates that he will use credit card for the bill settlement, he
is requested by the receptionist to produce his credit card. The card has the name of
the guest, the number and validity date embossed on it and the receptionist makes sure
the following:
a. The hotel accepts the company’s credit card.

b. The card is not an expired card (he checks the expiry date)

c. The card is not a stolen card (he consults the stop lists /black list /
cancellation bulletin sent regularly by the credit card company). In case
the card is stolen or an expired one the receptionist, after informing the
guest, should take and cut it with a cutter or scissor and then send to the
credit card company to avoid any further misuse of the card. For this he
may be rewarded by the credit card company.
d. Floor limit: The limit up to which the guest can be given the credit If the
bill amount exceeds the credit limit of the card, the cashier must take
permission from the Credit Card Company for the over- limit amount.
This is called as over-limit authorization number. The limit varies from
company to company. Sometimes the color of the card, like green, white
and golden, etc indicate the credit limit.
e. He should check the validity of the card by passing it through a special
magnetically charged validation machine called the magnetic strip
reader. This process is also called as “Card Approval” process. Once
satisfied, the receptionist shall pass it through an imprinter along with
charge slip and take the impression on them. In case of scanty baggage
guest or an unknown guest the receptionist should request the guest to
sign some blank charge slip in advance. At the time of departure the guest
is presented with the bill along with the charge slips, which he signs. Ask
him to produce his credit card and check his signatures. Make a “charge
record” which should have the total amount in Indian rupees payable by
the guest, credit card number, the name of the card holder, the name of
the hotel, date of charges, the bill number etc. Three copies of charge
records, which sometimes is also called as billing statement are made (one
copy is hotel’s copy, also called as service establishment copy, second
copy is for credit card company and third copy called as card holder’s
copy is returned to the guest ( a copy of the bill may be attached with this
charge record in case guest requests for it)

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In order to avoid any dispute at a larger stage the hotel must retain all the original bills
of the guest till the payment is cleared. The payment of the bill is made to the hotel by
the credit card company which in turn collects the payment from the guest directly by
sending a monthly statement. This monthly statement not only contains the hotel’s bill
but the details of his other purchases at other places also.
f. Reserving Credit: The front office may reserve a specified amount of
pre-authorized credit in a guest’s credit card account to ensure payment
for- goods and services.
(v) Payment by Personal Cheques: Normally payments by personal cheques are
not accepted. Inform the guest politely that payments by personal cheques are
not entertained. In case of further insistence from guests, ask them to contact
the lobby manager for an authorization. On the receipt of the authorization
from the Lobby Manager, give the application for payment by personal
cheques. Check the details of the cheque and make sure that it has been marked
‘A/c Payee Only’ and is duly filled. Compare the signature on the cheque with
that on application form. Enter details in the front Office cashier’s report.
Settle the bill.
(vi) Combined settlement method: A guest may elect to use more than one
settlement method to bring the folio balance to zero. For example, the guest
may make a partial cash payment and make the remaining payment by credit
card. In this case, depending on which combination, front office clerk shall
proceed by preparing different kinds of vouchers.
2. Sales minded cashiers!
• As guests tend to depart from the hotel, the cashiers shall approach them in the
following way:
a) Provide them comment cards and encourage them to use these very cards

b) Thank the guest for choosing the hotel and wish him/her a safe trip

c) Ask the guest whether he/she is considering returning to the property on any return
trip to the area. Cashiers might sometimes accept future reservations!

III- Check Out Options:

• There are a lot of innovative ways to check out apart from the traditional way. Below
are two commonly used check out options (apply usually only to guests who have
provided valid credit cards at registration):
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1. Express check out: This is usually convenient for guests who decide to check out
very early in the morning. In fact, at night, bellboys (for example) shall slip the
guest folio under the expected departure guestroom. When the guest wakes up,
he/she shall sign the gust folio, and the credit card voucher, leave the room, give
back the room key to the bellboy, and depart.
2. Self-check out: Guests might check out using self-check out terminals situated at
public areas or in their rooms if in-room check out systems are integrated with front
office main frame.
3. Late check out:
Late check out refers to the situation where guests check out after the hotel's established
check out time. Late check out shall not be considered as a guest
right, rather a privilege which might be honored by the front office manager upon room
availability whether free of charge or charged a late check out fee.

Unpaid Account Balances:

No matter how carefully the front office monitors a guests’ stay, there is always the
possibility that the guest will leave without settling his bill. After departure charges or
outstanding balances represent unpaid account balances.
• Unpaid account balances occur because of the following reasons, most of which are
because hotels do not operate fully-automated systems:
a) A departing guest honestly forgetting to settle his/her account

b) Late charges (being one of the most important reasons)

c) Skippers

• In order to minimize late charges, front office clerks shall:

a) Post transactional vouchers as soon as they arrive at the front desk

b) Survey front office equipment, voucher and folio racks for non-posted charges
before the front office clerk checks a guest out
c) Ask departing guests whether they have incurred any charge purchase or placed
long distance telephone calls, which do not appear on their final folio.

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Account Collection:
• Guest accounts not settled at checkout by cash payment in full, regardless of the
credit established, are transferred from the guest ledger to the city or the non-guest
ledger for collection. At that time the guest account is transferred from the control of
the front office to the hotel’s accounting division. Typically city ledger accounts
include :

a) Credit card billing to authorized credit card companies

b) Direct billing to approved company and individual accounts

c) Travel agency accounts for authorized tours and groups

d) Bad check accounts resulting from departed guests whose personal checks were
returned unpaid
e) Skipper accounts for guests who left the hotel without settling their accounts

f) Disputed bills accounts for guests who refused to settle their accounts because of a
discrepancy
g) Guaranteed reservation accounts for billing and tracking no show guests

h) House accounts for non- guest businesses and promotional activities

i) Late charge accounts for guests who checked out before some charges were posted
to their accounts
j) House accounts for non-guest business and promotional activities

• In order to receive all their city ledger accounts, hotels shall devise effective and
efficient account receivables billing procedures. To do so, every property shall try to
find answers to the following questions:
a) When are outstanding accounts balances payable?

b) How many days shall separate each two consecutive invoices?

c) How to contact the departed guests whose accounts is not yet paid?

• After coming with answers to the above mentioned questions, hotels, then, shall
depending on the amount of money to be collected, and the geographical distance that

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separates the hotel from the guest billing address, opt for one of the following
collection schedules:
a) Aggressive (short cycle) collection schedule

b) Lenient (long cycle) collection schedule

Account aging:
• Account aging refers to the method(s) of tracking past due accounts based on the dates
the charges were incurred. To illustrate, credit card payment accounts usually have
ages of maximum one month. However, some other non-guest accounts (ex. late
charges, disputed bills, bad checks and skippers accounts)x`might have ages measured
in months, and even years. Below, is the terminology associated with each account
age:

Front Office Records:

• The major two front office records that are stored at departure are guest history records
(which are stored alphabetically) and guest folios (stored numerically)

Guest History Records:

• Guest history records are collections of personal & financial data about guests who
have stayed at the hotel. Maintaining guest history records helps the hotel better
understand its clientele and determine guest trends when they develop. Moreover,
these very records might serve as a source of mailing list or to identify guest
characteristics that are important to strategic marketing. In addition, they serve to
develop and place advertisements that appeal to the types of clientele the hotel
attempts to attract. Finally, guest history records point out the need for a new,
supplementary, or enhanced services.

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• Moreover, even though guest history records are stored in the front office department,
they are handed to marketing department, whenever needed. In fact, marketing
department might make use of guest history records to create a program to reward
frequent guests with a free stay after a certain number of visits, or as an indicator to
watch out for future repeat guest reservations in order to increase the hotel’s repeat
business market share.
• Guests tend to remember the friendliness, convenience, and special services that
distinguishes one property from another. This is called competitive advantage.

➢ Questions :

1) Write down the importance of a Guest history card for a smooth check-in
experience.
2) Explain what accounting ageing is.
3) Explain the check out options available in five star hotels.
4) Points to keep in mind while settlement of the guest bills by credit card.
5) Explain the modes of a credit payment, explain each in detail.
6) Difference between an Ordinary Cheque and a Travellers Cheque
7) Procedure for accepting Foreign Currency.
8) Departure Procedure.

Recommended Reading
• Managing Front Office Operations by Michael L.Kasavana and Richard
M.Brooks
• Front Office Management by S.K.Bhatnagar
• Accommodation Services by Vivienne O’Shannessy
• Hotel Front Office by Sudhir Andrews

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MODEL QUESTION PAPER

Q: A – Write down short notes in 150 words (08 x 05 = 40)
1) Explain the pre-registration process of a five-star hotel.
2) To fill out the “C Form” which details and documents will be required and why?
3) Draw the shift schedule of the front office staff and explain the importance of the
same.
4) Explain the front office coordination with the food and Beverage service
department in the hotel.
5) Explain the importance of the Errand Card for the concierge staff in the hotel.
6) Explain the CAS call accounting system in the hotel.
7) How to handle bomb threat call in the hotel.
8) Explain the credit mode process for Airlines Voucher & Travel agency vouchers.

Q:B – Write down long notes in 350 words (04 x 15 = 20)

1) Explain step by step the guest accounting cycle in detail.
2) Explain the night audit procedure in detail.
3) Explain in brief the concept of concierge services in the hotel.
4) Describe the importance of guest history cards and how they can be helpful for
the hotel staff to create a good experience for the guest in the hotel.

Hotel Glossaries | Key Terms (setupmyhotel.com)

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