1、1Front Office Standard Operating Procedures2Policy : Guaranteed Booking PP No : Department : Front Office Effective Date: Issued by : Front Office ManagerApproved by : _ Director Of Rooms_ General ManagerPurpose : To ensure that the bookings are guaranteed by an advance deposit prior to the actual c
2、heck-in date.Procedures:1. The money received prior to the check-in date should be posted as a reservation / booking advance deposit into the system (Fidelio).2. An advance deposit will therefore guarantee the booking no-show, the deposit will then be forfeited.3. The deposit may not be refunded if
3、the Guest did not arrive and the booking was not cancelled in advance.4. An advance deposit should be posted against the booking and a receipt issued to the Guest as verification that the deposit has been received. The reservation / booking should then clearly show a credit amount in the account.5.
4、An advance deposit may be required for a group booking, a booking made by a company with no credit facilities or to guarantee the booking.6. An advance deposit should be equal to or bigger than the first nights accommodation charge. For groups, conferences, etc. the initial deposit should be equal t
5、o the first nights accommodation charge for the entire rooms booked.3Policy : Handling a Day Use Room PP No : Department : Front Office Effective Date: Issued by : FO ManagerApproved by : _ General Manager_ Director of RoomsPurpose : To ensure that all day use rooms are properly recorded and charge
6、applied.Procedures:1. Day use rooms are generally booked for the hours of 09.00 to 17.002. A day use room is one which is not actually recorded as a room sold as the occupant checks in and out at the same day.3. Rates for the day use will vary depending on check-out time and if the room can be resol
7、d. Generally, these are 50% of the rack rate for the room or suite.4. During periods of high occupancy, day use rooms can not be guaranteed until they are pre-registered from the night before and have a late check-out until 16.00. If a caller does not want to pre-register the room, the day use room
8、can not be guaranteed until the hotels published check-in time, such as 14.00.5. If a guest requests a check-out time later than 16.00, a full days accommodation charge may be charged.6. All credit procedures must be adhered to as per normal FIT check-in.4Policy : Filing System PP NO : Department :
9、Front Office Effective Date: Issued by : FO ManagerApproved by : _ General Manager_ Director of RoomsPurpose : To ensure that all correspondence for each booking are filed daily and in alphabetical order for the last name.Procedures:1. The correspondence for each days (FIT & Group) arrivals need to
10、be taken to the Front Desk one day before.2. FIT correspondence must be filed alphabetically according to the arrival dates.3. Group bookings should be filed in arrival date order and then in alphabetical order according to the group name in a separate file.4. Staff should be trained in the correct
11、procedures to follow for filing so that information is not misplaced.5. Correspondence which is copied to Accounts must be photocopied and then filed.6. Filing must be done on a daily basis so that it is continually up to date.7. The previous days and months correspondence must be kept and filed app
12、ropriately. The last three months should be kept in the Reservation office and all previous months archieved.5Policy : Pre-registration PP No : Department : Front Office Effective Date : Issued by : FO ManagerApproved by : _ Director of Rooms_ General ManagerPurpose : To ensure that all early arriva
13、ls rooms are blocked in advance and that all necessary amenities are prepared.Procedures:1. Pre-registration involves booking the rooms from the previous night.2. A full night accomodation shall be charged for the booking unless other arrangement has been made.3. All requests for pre-registration mu
14、st be in writing (fax, letter, or e-mail) to prevent any dispute at check-in or check-out. The booking must be guaranteed, to protect against the booking being a no-show.4. A copy of the correspondence shall be attached to the reverse of the registration card as a proof of the pre-regiostration.5. T
15、he booking will be checked in a day earlier than the actual arrival date so it must be clear to all Band Members that the room is pre-registered and that the Star has not arrived. This is important for any callers, messages, faxes, and articles taken.6. The code “Pre-Reg” must be entered after the S
16、tars family name to indicate that the Star has not arrived.7. Upon arrival “Pre-Reg” must be removed as the Star is now in-house.6Policy : Group Booking PP No : Department : Front Office Effective Date: Issued by : FO ManagerApproved by : _ Director of Rooms_ General ManagerPurpose : To ensure that
17、the group bookings are handled properly and all the arrangements include in the booking are all communicated.Procedures:1. A group booking will be classified as more than 5 rooms travelling together.2. A complimentary room may be given (depending on the contract) if the group exceeds a certain numbe
18、r, eg. One FOC for every 10 rooms booked.3. Special attention should be given to room type as it is vital that whatever room type is confirmed to the client it is granted to the Star at check-in.4. It is suggested to standardise a number of floors into one category of room. This will avoid FIT Stars
19、 being mixed in with the group Stars and can ensure groups are allocated room on the one floor.5. Contracts must indicate that a deposit (depending on company) must be received at least 30 days prior to arrival to guarantee the rooms.6. Contract must indicate that final rooming list must be received
20、 7 days prior to the groups arrival.7. It is important to have as much information about the group as possible to ensure a smooth check-in, ie. Arrival time , meal requirements, special requests, etc.8. It is important to have a separate area to check a group in other than the Front Desk to minimize
21、 congestion in the lobby area. 9. All meal requests, special requests, ETA, etc. must be entered in the Group Profile and individual reservations.7Policy : Reservation Confirmation PP NO :Department : Front Office Effective Date : Issued by : FO Manager Approved by : _ Director of Rooms_ General Man
22、agerPurpose : To ensure that all correspondence requiring replies are to be attended to within a 24 hour period or the next available business day.Procedures:1. Faxes should be stamped with the signature and name of person accepting reservation. 2. The reply should detail all information concerning
23、the reservation and be laid out in an easy to read format.3. If necessary, other information can be requested at this time including credit card or advance deposit guarantee, flight details, ETA, etc.4. If the request is for accommodation availability only, the response should advise the room type a
24、nd rate/s available for the period requested. The reply should also advise that no booking has been made and for a confirmation to be sent if the booking is required.5. All replies should be made on approved Letter Head with the correct lay-out.6. Requests from Travel Agents / Tour Operators / Whole
25、salers can be confirmed on the original fax, stamping it CONFIRMED , with todays date and Booking Agents name.7. See attached examples of reservation confirmation.8Policy : Checking Next Days Arrivals PP No : Department : Front Office Effective Date: Issued by : FO ManagerApproved by : _ Director of
26、 Rooms_ General ManagerPurpose : To ensure that all arrivals reports for the rest of each day should be checked the day prior to the arrival by the booking Agent.Procedures:1. The arrival reports should be analysed for any possible duplicate bookings, spelling of name, incorrect rate codes, market s
27、egments, room rates, number of pax, ETA, special requests, etc.2. Each booking must have the correspondence checked against details in Fidelio as well.3. If the company has requested charge back (City Ledger), the appropriate fax must be attached to the correspondence and to make sure that the hotel
28、 has a credit facility with the company.4. Bookings should be reconfirmed either on a 6 pm release or a guarantee by an authorized credit card, if possible. Flight details or an accurate ETA should be obtained if it is available.5. Any amendment regarding bookings should be given to appropriate team
29、 members, ie. Front Desk and the Assistant Manager.6. Correspondence must be checked for any missed booking or information not updated as required.9Policy : Check-in a Guest (FIT) PP No : Department : Front Office Effective Date: Issued by : FO ManagerApproved by : _ Director of rooms_ General Manag
30、erPurpose : To ensure that all Guests (FIT) are checked-in and registered smoothly.Procedures:All Guests (FIT) should be smoothly checked-in into their rooms without any delay at the Front Desk. The followings are some important points to be considered before doing the check-in process :1. To make s
31、ure that the star is given a vacant clean and ready room according to the requested room type.2. To double check whether there is any special amenity to be provided in the room or any special room request in regard with view, floor, etc.3. To ask the method of payment and upon filling out a registra
32、tion card and reconfirm the amount as per hotel policy.4. Should the payment be done by a credit card, swipe the card into the EDC machine and post the amount using card verification function. If the payment is in cash, fill out the deposit receipt and post the amount into the fidelio system.5. Reco
33、nfirm the arrangement, such as the room number, length of stay, the rate (for FIT only) and some other brief information regarding our facilities.6. Should the Guest be escorted to the room, politely lead the way to the room or ask the Bell Boy in charge to do so.During the shift, the Front Desk Sta
34、ff, has to check the room blocking of todays arrivals on a timely basis and find the followings: Have all todays arrival rooms been blocked. Are the rooms ready / will be ready when the arriving Guests come for check-in. The Front Desk staff is advised to always check the next guest arrival time and
35、 the blocking of the room. Have all room amenities for the VIP Guest been nicely prepared in the rooms. Should the Guest be met upon arrival and escorted to the room, has all arrangements be prepapred, etc. 10Policy : Check-in a VIP PP No :Department : Front Office Effective Date: Issued by : FO Man
36、agerApproved by : _ Director of Rooms_ General ManagerPurpose : To ensure that all VIP are welcome, checked-in, and escorted to the room quickly and efficiently. Procedure:All VIPs room allocation, amenities and other arrangement have been pre- setup prior to their arrivals. All the Front Desk Staff
37、, including the Duty Managers, should be aware of the VIPs arrangement.Welcoming and escorting the VIP to the room is mandatory for the Hard Rock Hotel to be performed by the Assistant Manager or Director. Prior to the VIPs arrival the Front Desk Staff should do the followings:1. To check whether th
38、e assigned room has been correctly set-up:1.1. Correct Room Type1.2. Appropriate room amenities1.3. The condition of the room is vacant and ready to be occupied 2. To liaise with the Airport Representative in order to reconfirm the exact time of arrival.3. To assign a Front Desk staff to be in-charge and welcome the arriving VIPs with other staff, such as the General Manager or other Director, if requested.
