THE FRONT

DESK
CHAPTER 4
The processing of individual and group bookings as well as
registration of guests is undertaken at the Front Desk. Some
hotels give the name Reception Desk rather than Front Desk.
Specific functions of this section include:

1. Allocating rooms for expected arrivals and registering

arriving guests in accordance with established
procedures:
2. Handling and distribution of room keys, mails, parcels,
messages, etc.
3. Serving as communication center for the guest while he is
registered in the hotel, providing the needed information
not only about hotel facilities and services but points of
interest like post office.
4. Controlling and updating of Room Status either in a rack
5. Preparing and updating records pertinent to a guest's stay
in the hotel

6. Submitting Night Sales Report indicating the number of

rooms sold, vacant rooms, average rate total revenue,
occupancy rate, etc.

7. Coordinating with other departments in the performance of

its Function, particularly with the Housekeeping and
Accounting Section;

A very close coordination and communication between

Front office and other operating units of the hotel is called
for to ensure efficient service, flight schedules, areas of
entertainment, tourist spot, etc.
PROCESSING GUESTS' REGISTRATION

Check In Procedures
1. Welcome and greet the guest.
"Good morning Mr. Jones. Welcome to our hotel. May I help you?“
Welcome him back if he is a repeat patron.
"Good morning Mr. Jones. Welcome back. We are glad to see you again".

2. Ask for the guest's name if not known to you. Say: "May I have your name
sir?“
After getting his name, check the arrival list if he is in the list of expected arrivals
(with reservations). If not in the list, he is considered a walk-in guest without
reservations. Never ask: "Do you have reservation?" This sounds offensive and
gives the guest an impression that only those with reservations are favored. By
simply looking at the arrival list, one will know whether the guest is expected and
has advance reservations.
If the guest is in the arrival list, say:
"Mr. Guest, we have a confirmed booking for you under the name of Mitsui and Co.
May I request you to fill up (or sign if pre-registered) the registration form?"
3. If not pre-registered, give a registration form to the guest
for him to fill up. Make sure it is duly signed and that all
needed information are entered on the form.
In a computerized Front Office System, the details of confirmed
reservation maybe copied from the reservations card to the registration
card, including name of arriving guest/s, room nights, room type and
rate, assigned room, billing arrangement, company and other available
information. When the expected guest arrives, the desk clerk will
simply pull out the form from the rack or designated folder, clarify or
validate some information in the form like spelling of the name,
whether the name is fist name or surname, etc. and then ask the guest
to check all written information and sign it.
Different hotels have varying information requirements from their
guests during the registration. But for security reasons and for
marketing purposes, it is advisable to get as many information like.
 Complete name and address, with contact number
 Nationality
 If foreigner, get passport number and place of issue
 Company and address
 Length of stay
 Preferred room
 Method of payment
 Billing arrangement: whether by card or cash or charge to
company
With the proliferation of criminals, bombers and rebel groups that have
victimized various establishments everywhere in the world, every hotel
need to be more vigilant in insuring that dangerous people who register
in a hotel will be properly identified and prevented from possibly
victimizing the hotel and its guests. That is why it is necessary to have as
many information about the guests background, contact number and
address. For security reasons, some hotels even go to the extent of
asking unknown guests about their car registration, purpose of visit and
next destination so that in case they create any trouble or they need to
be contacted, the hotel can easily trace their whereabouts.

It is also a practice among hotels to share information about past guests

who have been blacklisted for having done trouble like robbery, skipping
bills, etc. The desk clerk can refer to such guests before registering them.
4. As a final step, the desk clerk must insure that:

• the registration details are complete, correct and legible;

4. As a final step, the desk clerk must insure that:

• the guest has signed the form

the registration details are complete, correct and legible;
• the guest is well informed of terms and conditions (usually
the guest has signed the form
indicated at the back of the registration form), as well as the room
the guest is rate and
well informed what
of terms it covers
and conditions (usually indicated at the back of the registration form), as well as the

• details of the booking that are indicated in the reservations form

have not changed.
room rat and what it covers details of the booking that are indicated in the reservations form have not changed

On the lower portion of the registration form, the desk clerk must
indicate the room number, room rate, applicable discount if any, and
affix his/her signature. Then time stamp the registration card at the
back.
5. Endorse the registration form to the Front Office cashier for bill
settlement (unless the desk clerk also does the cashiering function). If the
guest charges are to be billed to a company account, check if the letter of
authorization from the company is already forwarded to the hotel. If not,
ask the guest if he has the document.
"Mr., Jones you are checking in under the account of Mitsui and Co. We have not
received your company's authorization as of this date. Do you have it with you sir?“
If the guest neither has the authorization letter, the matter has to be
referred to the Duty/Front Office Manager who will decide whether to allow
for charges under the company account or not. The usual practice is for
the guest to be booked as personal account either by cash or credit card
pending the arrival of the authorization letter. If this is the case, the guest
must be told discreetly and deposit may be asked or an imprint of his
credit card maybe taken. With this measure, the hotel can be protected
against possible losses.
"Sir, it is our company policy to require an authorization letter for any company
account. Since this is not yet with us, I hope you don't mind if we have to place you
first on a personal account but we will adjust your booking as company account the
moment we receive the letter. The letter must be with us prior to check out."
6. Once the bill is settled, prepare the Guest ID and
give it to the guest.
Say: "This is your Hotel ID and room key Mr. Jones. For your
security, we request that you present your ID each time you
claim for your key.
7. Call the bell service to accompany the guest to his
room. Mention the guest name and give rooming
instructions:
"Mr. Jones, your room is on the second floor - room 201. Our
bellboy Sonny will accompany you to your room"
8. Wish the guest a pleasant stay:
"Have a nice day Mr. Jones. We hope you will enjoy your stay with us. Don't
hesitate to call the Front desk should you need any assistance.“
9. Prepare a guest folio. This is a document where all records and
accounts of quests are entered. It is placed inside an envelope or
folder. Some hotels place this folio on the quest's key rack or on a
separate file, classified according to floor/area and room number.
In preparing the guest folio, note down the following:
 room number
 guest's name and address
 number of guests registered
 arrival/departure date
 room rate
 registration card no.
 Other remarks like cash basis. walk in, for pick up. travel/airline booking, etc.
On one side of the folio, make notations like:
 Personal account; if guest will pay in cash, with credit card or traveler's check If
card, place in the appropriate box the credit card number and expiry date
 If charged to company mention the company like: Charge to Mitsui & Co. -
authorization letter attached or will follow
Example:
Charge to:
San Miguel Corp
Room and meals or
Room and Breakfast charge
Others: personal account
Attention: Mr. Susuki
Letter on file or Letter to follow
 If charged to travel agency - Charge to Alpha Travel and Tours
10. Enter the quests' name and other details in the Guests List (maybe
done manually or right on the computer.
A computerized system creates a data base wherein the names and other details
regarding house guests are recorded including their room, length of stay, billing
arrangement (whether with or without signing privilege, special arrangements,
etc. This data base can be easily accessed in the network by all service units like
Housekeeping Telephone Exchange, Laundry and Restaurant for them to know
the payment arrangement for guest's consumption or use of services.
11. Update the room status indicator/rack. If a computerized room
status is used, adjust the computer entry. If a manual coding is used
(sometimes status is indicated by a color code), change the code.

Example. If room 201 used to have a status of vacant ready, change it to

occupied with name of guest indicated once it is sold out for occupancy.
12. If the hotel is fully booked, assist the guest in getting
accommodation elsewhere and offer to transfer them to the hotel once
a room will be available.

"I'm sorry Mr. Roderno but we're fully booked right now. Would you like me to get
you a booking in one of the neighboring hotels? In case we will have a vacant
room tomorrow we will be glad to have you transferred to our hotel."
Daily Arrival List

Guests with confirmed reservations shall be listed in a separate Daily arrival list
that is usually prepared by the reservations clerk or a night clerk the night before
the guest arrival. The list is forwarded to the desk clerk who enters the data in
the Arrival, Staying and Departure Sheet as well as in the Room Status Board for
updating of room status.
Guest List - Arrival, Staying and Departure

This sheet (Figure 4.4) complements the room status board. When
it is properly accomplished and updated, the desk clerk is able to
see in one glance the registered guests, expected to arrive or about
to check out. The sheet also shows rooms that are to be occupied
by expected arrivals, rooms to be vacated by departing guests and
rooms that are presently occupied and until when. With this
information, the clerk will be able to identify rooms that would be
made available for sale and he will be guided in making room
allocation. He will also be able to prepare bills in advance for
departing guests.

The data in the sheet are derived from the daily arrival list provided
by the reservations clerk and the Guest List in the computer. Each
sheet is prepared each day either manually or in the computer.
Pre-Registration of Guests

Guests who are classified as VIPS (very important guests) are

usually pre-registered. In such case, the Front Office is expected to:
1. Prepare registration cards with complete name, arrival/departure
dates and company affiliation.
2. Advise the Housekeeping Department for the set up of VIP
amenities (if applicable).
3. Prepare the complimentary order request for fruit basket and or
flower arrangement or any available amenity for VIPS.

The Resident Manager and Front Office Manager should inspect the
room and take action on any deficiency before the arrival of the
guest to make sure everything is in order.
Room Guests without Signing Privilege

To prevent probable loss of hotel revenue, hotels make it a policy not to extend
signing privilege to guests who are not covered by guarantee or authorization to
sign by any sponsor (individual or company), nor intend to pay by credit card.
They are booked as personal account (PA) "cash basis" (CB) and not allowed to
sign in all outlets, laundry service or room service. The Guest Account Folio is
stamped "cash basis" for the information of the Front Office Cashiers. If the guest
wants to sign against his account, additional deposit is required. Bills of guests
shall be charged against this deposit and any remaining amount shall be refunded
upon check out. If, however, the deposit is not enough to cover for charges, the
desk clerk must be informed so that he can advise the guest to make additional
deposit.

On a case to case basis, the Duty Manager or Front Office Manager may allow the
removal of a Guest from the Cash Basis-List and grant him a signing privilege if
he is personally known to the manager as a person of integrity and with paying
capacity.

The desk clerk must discreetly explain to the guest on "cash basis" that he will
not be able to sign chits. Then he will be directed to the Front Office Cashier for
the required deposit based on estimated consumption.
If a deposit has been made, the Front Office cashier will refund any unused
deposit but the guest must present the Official receipt and surrender the room
key. Paid-out voucher is signed by the Manager on duty.

If the guest opts to pay through credit card and wish his consumption to be
charged to his room account, he will be allowed to sign chits. But an imprint of the
credit card is made during the registration. The card is also checked if valid, not
expired nor suspended. The cashier also checks if the credit limit or credit
available is large enough to cover for all total charges.
Recording of Registered Guests

The desk clerk shall enter the name of the newly registered guest in the
corresponding room number in the Daily Guest List (Figure 4.4) under "staying"
She shall indicate also the room rate, departure and billing status of the guest
(whether cash basis, guaranteed, etc.). The desk clerk shall provide a hard copy
of the guest list to all income generating units like Food Outlets, Telephone
Exchange, Room Service and Laundry so that they will be guided as to whom they
will allow to sign chits. This is not necessary if the various units are connected to
the Front desk trough a computer network and they can access the Guest List file.
GROUP REGISTRATION

Check-In Procedures:
1. The Tour/group escort or coordinator shall fill up the registration
form and sign for it. Then he will provide the desk clerk with a
master list containing names of group members, their address,
contact number, passport number and other required information.
2. The desk clerk shall accomplish a Rooming list or blocking list with
the room assignments of all group members. He shall provide
blocking slip (preferably color coded) using one color for a particular
group indicating the name of the group, arrival and departure date.
3. The clerk prepares several copies of the Group Movement Sheet
to indicate arrangements for morning call, baggage down, meals (if
required) and billing.
If the Group Movement Information and Rooming List cannot be accessed in the
computer network, a copy shall be circulated to all concerned units like
Telephone Exchange, Housekeeping, Front Office Cashier, Bell Service and
Restaurant.
On the day of the check in, the key envelopes are
prepared. The group Movement sheet together with the
room allocation will be bundled together with the key
envelope.

4. Upon arrival of the group to the hotel, the group

members are escorted by a desk clerk to the function
room or any place designated for briefing Key envelopes
are distributed to the group members. Then the desk clerk
clarifies with the tour escort important details like time of
morning call (if required), Requirement for a special meal
and the time of meals, confirmation of manner of payment
and time of departure from the hotel.
5. The group is advised of the meal venue and arrangements.
Finalization of Group Meals

Based on the group Information sheets of all In-house group, the

Chief clerk prepares a memo to Banquet or Outlet (whichever is
assigned) regarding meal requirement for each day. The document
must indicate the following information:
 date and time of meal
 date of report
 group name
 number of persons
 place reserved for the meal (maybe function room or outlet)
 name of the person making the report
 banquet clerk receiving the memo and her signature
Two copies of this report are prepared. The original is received by the Food and
Beverage Department while the duplicate is filed by the Front Desk.
Check Out Time
Most hotels have a check out time of 12:00 noon. Extension is
usually subject to extra charges unless such charge is waived by
management especially for late check-in. However, request for
extension may not be granted during full house or when the
occupied room is already reserved and sold out to arriving guests or
needed for early check-in.

If extension is granted and the hotel is not full:

Guest may stay free of charge till 6 PM only;
Beyond 6 PM-half or full rate applies (discretionary to management)

Other arrangements maybe made upon approval of the Duty

Manager.
Handling of Room Keys
Room keys may come in the form of:

Traditional key or Electronic key

Hotels must have at least four sets of keys: one master key, one for
the guest, one for housekeeping, and one for the duty manager. The
traditional keys are made of steel, often fastened to a large ring or
tab. Modern hotels now use an electronically operated key that is
made of plastic and somehow resembles a credit card. They are
printed for each new arrival with a combination number designed
specifically for each occupant. If the key is stolen, the lock shall be
reprogrammed such that the existing key becomes worthless.
Traditional keys are more difficult and more expensive to replace
once lost. The whole lockset has to be replaced since there is a risk
that the finder of the key can indiscriminately use it to open the
guestroom.
The electronic key is also used to activate all electric lights and electrically
operated appliances in the room. Once used to open the room, all electrically
operated units in the room are switched on, and once used to close the room,
these units are switched off. This is certainly a cost-saving device and provides
better security for the guest and the hotel.
Electronic keys are placed by many hotels in a key card or a key booklet.
Inside is a pocket for keeping the key or even the guest ID. Information materials
about hotel facilities and services, rates, and operating times may also be
inserted in the pocket. The card or booklet is a very handy tool for keeping keys
and guest ID and also serves as advertisement regarding hotel facilities and
services.
Security Measures In Key Handling at the Front Desk

1. Guests using the traditional key are required to leave their keys at
Front desk when leaving the hotel to make sure they do not leave
elsewhere. This is not necessarily required when electronic keys are
used.
2. Desk clerk should give room key only to registered occupant. If in
doubt, ask for their guest ID (ID's must be issued to guest upon
registration for proper identification).
3. Never give the key to the guest's joiner, visitor or even his/her
nearest relative unless there is a written authorization from the guest
himself.
4. Keys should be kept in key cabinets, away from the sight of guests
and the public. Keys that are exposed are more vulnerable to losses.
Guest Claiming Reservations
When a guest has a reservation and has arrived by the time stated in
his confirmation, there must be a room reserved for him. If for any
reason, that is not possible, secure a room for him in another hotel,
provide him a complimentary transportation there and the next day
bring him to the hotel.
1. When there are no rooms available and the guest meets the above
qualification, the clerk will inform the manager to advice the guest of
the situation and apologize.
2. The manager/supervisor will then obtain a reservation for the guest
in one of the hotels in the approved list. The guest must however be
advised that this is a relocation reservation.
3. Determine if the guest will require more than one night
accommodation. If so, ask if he wants you to hold a reservation for him
in the hotel the following day. If the guest agrees, give him a card and
ask him to notify the hotel once he is ready to move back.
CHANGE OF ROOM AND RATES
Room Transfer
Guest may be transferred to another room for the following reasons:
1. Guest requests for the room transfer because
 he finds the room small or uncomfortable, he wants a better location
with a better view
 he prefers a room on the lower floor
 he wants a better or more spacious room with more amenities

2. Present room turns out to be out of order or with defective facilities

like leaking faucet, out of order shower, etc. and it takes time for
Maintenance Unit to correct the source of trouble
3. Other valid reasons
Procedures For Room Transfer
Desk clerk shall:
1. Check the availability of the room,
2. Fill up the room change form in 4 copies,
3. Call Bell Service to assign a bellboy who will assist the guest in the room transfer
and give him a copy of the room change form together with the key to the new room,
4. Give one copy of room change to the Front Office Cashier, another one to
Telephone Exchange and also for the Housekeeping Unit Keep the last copy for file.
5. Change the old room number to the new room number in the Information rack slip.
6. Transfer room rack slip to the slot in the new room.
7. Once the transfer has been completed, get the old key from the bellman.
8. In the room status indicator, change the room status of former room from
"occupied" to "vacant dirty" and inform housekeeping section for them to schedule
immediate room make up.
Change in Room Rates
Changes in rates are made when:
1. A guest who is booked and charged under single occupancy has a joiner: e.
wife/husband/brother/sister, lover, etc.
change from single to double occupancy
or charge for extra bed
2. There is a change of room type-i.e., from single room to connecting room or to a regular
suite.
3. Discount/complimentary room is granted to a regular-rated room upo discretion of the
Resident Manager or Front Office Manager
4. If guest will stay for a month and this requires one month deposit
Procedures in Making Changes in Rates
1. Fill up the rate charge form and indicate:
 Room number and Name of the guest
 Old rate and the new rate
 Current date and effectivity date of the change
 Reason for the rate change/person authorizing
 Clerk signature
 Asst./Front Manager signature approval

2. Distribution of Forms:
 Original to the Front Office Cashier
 Duplicate to the Controller/Accountant
 Triplicate for the desk file

3. Change the room rate on the room rack slip, Retroactive rate takes
effect from the date of check-in.
Reporting and Documentation

Making Amendments to Chart Form

1. All extension of stay, early departures, early walk-ins, or pick-up

must be entered in the amendment chart form. This is needed for the
updating of room status in the reservation chart.

2. The clerk should check if the departure dates on the registration

card tallies with that in the reservation slip.

Room Status Report

One of the responsibilities of a desk clerk is to see to it that the status

of each room is continuously updated so that all clerks will be properly
guided in making room allocation. Housekeeping will likewise be
alerted in making priorities for room make up. Room status may take
the form of various codes indicated next page.
Code Stands for
OCC Occupied occupied by a paying guest
VR Vacant Ready vacant room, already made up and
ready for occupancy

VD Vacant Dirty vacated but not ready for occupancy

since it is still dirty or still being made up.
It is also termed ON-CHANGE
OOO Out of Order Room room is under renovation or not fit for
occupancy since it requires repair or
maintenance work.
BLO Blocked reserved for a guest who is expected to
arrive within the day
NS No Show room is reserved but not used or the
reservation has been canceled
SO Slept Out guest is assigned a room but did not sleep
on his bed
HU House use occupied or reserved for hotel officers or
staff
For small hotels that do not utilize an electronic or computerized Room Status
Monitor, an improvised room status rack using color coding may be used.

In the Room Status Rack/Board, a color coded card or slip is placed

corresponding to the room number using the color code like:

Green - for vacant clean - ready for sale

Yellow - vacant dirty - not yet ready for sale

Red - occupied room

Orange - reserved or blocked for expected arrival

White - out of order room

Each time the room status changes, the desk clerk must make corresponding
change in the color coding. Example: If room 102 is vacant ready with code of
green and by 10 AM it is sold out/assigned to a newly checked in guest, the
coded card must be replaced with red.
Serious problems like double booking can happen if the necessary adjustments are
not done.
LEGEND
SGL- single standard (1 bed)
TWI-twin standard (2 single beds)
DBL Std.- double standard (1 double bed)
SUITE- Suite room with luxury amenities
DBL De Luce- de luxe amenities
G-green code, vacant ready
Y-yellow code, vacant dirty
O-orange code, blocked for arriving guests, with reservations slip
inside
R-red code, occupied
W-white code-out of order room
The improvised Room Status Board is not applicable to hotels using a computerized
system of updating the room status. Details on the status of each room, arrivals, and
departures are encoded and stored in the memory of the computer. As each guest
registers, the guest list that is programmed in the computer is updated, and a room
status report is automatically generated and updated, indicating the number of rooms
available and vacant ready, vacant dirty, occupied, blocked for reservation for house
use an out of order.
Available rooms = vacant less out of order (000), less house use (HU) less expected
amval + departure
Reconciliation of Room Status

The assigned Floor or Area Supervisor in the Housekeeping Department is required to

do daily room check for him to come out with a Room Status Report This is done
preferably at 10 AM and 10 PM daily. The report indicates the status of each room
using the given room status code. The Sr. desk clerk on duty compares this with the
recorded status of rooms in the Room Rack or Room Status Bulletin in the computer.
Any discrepancy is taken up with the Housekeeping Department without delay after
which a Room Discrepancy Report shall be accomplished with the following entries:
Two copies are accomplished and forwarded to the Housekeeping Department
for further investigation. The Remarks column under Housekeeping is filled up
as to the verified status of the room. One copy is sent to the Front desk.
When a computerized room status is used, the Housekeeper doing the room
check can directly encode the room status in the computer for the desk clerk
to access (if there is a network) and make reconciliation with the room status
in the Front Office file.

GUEST HISTORY/FILE
Many hotels find the need to have a history file of its past and present guests
with details of occupancy like length of stay, room nights, applicable rates,
personal preferences and other remarks. These data are recorded in the
Guest History Card. With these records the hotel can easily trace regular or
repeat patrons. There are hotels who base their rates on discounts on
frequency of visit, previous room rates or by classification of account - FIT
(foreign individual traveler), corporate account, travel agency account, etc.
REPORT ON ROOM COUNT AND ROOMS REVENUE
To have a sound basis for room allocation and for making sales audit, the Night clerk is required
to accomplish a night report which consists of a summary of rooms that are occupied, blocked
for arrival, on house use, out of order and vacant
Procedures in Obtaining Room Count and Sales Report
The room count refers to the number of rooms available for sale.
1. First step is to count all the rooms that are vacant followed by the number of check out
rooms.
2. The night clerk will identify all counts with a marker. This figure is added to the number of
vacant rooms for that day.
3. Clerk will then count the number of reservations for that day. He will subtract this number
available to give him a count of how many more rooms may be sold to ensure a "full hotel".
Note: Once a room is marked pre-reg" (pre-registered), the room is assumed to be sold and not
to be counted as vacant,
Rooms that are Vacant
+ Rooms that are Due for Check Out
- Out of order rooms
= Number of Available Rooms
Available rooms - Reserved Rooms Available for sale
Steps in Doing a Room Count

1. Check each occupied room in the room rack and enter the following:

➤ Names and Number of occupants

➤ Room number and rate
➤ Type-VIP, FIT, house use (occupant is from the hotel, non paying)etc
➤ Length of stay and Check out date

2. The number of occupied rooms, number of occupants and the total

number of room charges must be computed to arrive at total occupancy
and revenue. The sum must tally with that of the Auditor/Accountant's
computation.
3. Add the number of rooms, number of occupants, and the
revenue preferably per floor or area

4. Summarize:
 Available room by Room Type
 Rooms with expected arrivals/departure, staying guests
 Room Earnings, Average Room Rate-group/FIT
 Room Occupancy Forecast (anticipated) for the 3 days
 Occupancy (%)
Room Sales Recapitulation
Part of accounting audit is to reconcile the Room Count and Room
Sales Report of the Night Clerk with that in the Accounting/ Auditor's
file
Procedures for Rooms Sales Reconciliation
1. Check the room rack against the Night Housekeeper's report and
investigate all discrepancies. Find out actual situation and reconcile
any discrepancy.
2. Make use of the room count sheet which serves to compute the total
number of guest staying in the hotel and total earnings of the day.
3. Reconcile the total room revenues with that of the
Auditor/Accountant report.
4. Support the sales recapitulation report with all the necessary
information.
HANDLING MAILS AND PACKAGES
Package Handling
Packages are normally left at the Front Desk by:
1. In-house guests
2. Outsiders for an in-House guests
In the case of number 2, the desk clerk should check first if the guest is registered or
expected to arrive within the week. If not, the messenger is advised and the package
is not received. If however, the guest is registered, the clerk should fill out a package
notice in duplicate with the following information:
a. Date package is received
b. Name of the person the package is intended for
c. Room number on address/telephone number
d. Description of the person who left the package
e. Name of the person/guest who left the package and his room
number/address and telephone
3. The original copy of the package notice is placed inside the key hos of the guest (in
case of no 2) and the hold mail rack (in case of no.1 The duplicate is attacked to the
package Large packages are kept in the bell service counter.

4. Receipt of the package or the package notice is recorded in the package logbook.
In the logbook, the following columns are provided:
 Package notice number
 Name of sender
 Room number or address/telephone
 Description of items
 Room number of sender or his address/telephone
 Desk clerk's signature
 Signature of guest/outsider

5. Desk clerk shall require the person claiming the package to sign in the original copy
of the package notice and the package logbook.
CHECK-OUT ASSISTANCE
Procedures:
1. Get check out registration card from the Front Office cashier
2. Warmly greet the guest and ask how you may help him or her "Good
morning Mr. Guest, may I help you?"
3. Ask the guest name and room number Then pull out his guest folio where
all his records of consumption are kept "May I have your name sir/mam?"
4. Check for any last-minute messages mail or additional charges, not yet
posted (such as restaurant, bar, and long distance phone calls)
5. Ask if the guest has made additional charges to his or her room in the
last 30 minutes. If there are last minute charges, be sure that they are
posted. This avoids last billing which is costly for the hotel and annoying to
the guest. If no late charges have been made, tell the guest the amount
payable.
6. Ask how the guest wishes to settle the account (or amount owed)
a. If a credit card is used, be sure to follow credit card policies and procedures Make
sure the card is not expired and is not listed on the credit card cancellation or
suspension bulletin.
b. If the personal check is used, follow check cashing policies and procedures.
c. If the guest is paying with cash, post the folio "paid," time-stamp it, and give a
receipt to the guest.
7. Ask for the room key
8. Ask the quest if he wants to make advance reservations for his/her next visit to
the hotel. Ask also for comments and suggestions for improvement of service

Mr. Guest, do you have any plan of coming back? Would you like us to make
advance reservations for you?

Thank the guest for staying in the hotel and invite him/her to come back. As he/she
leaves the desk area, wish him a safe and pleasant journey.

"Thank you very much Mr. Jones for choosing our hotel for your accommodation. We
hope to see you again. Have a pleasant and safe journey."
9. If a guest complains about a service or maintenance problem acknowledge and
empathize with him following procedures to complaints handling Thank the guest by
bringing the problem to your attention and assure him it will be noted and that
appropriate action will be taken

(“I can see how disappointed you are sir. I'm sorry that we made you feel that way I
have taken note of your comments. Rest assured we will have this documented and
the management will certainly take remedial action immediately. Thank you for
bringing this matter to our attention.”)

Inform the manager of the complaint or comment so that action can be taken to
correct the problem and prevent it from happening again. If the guest is still unhappy
with the service or maintenance call your manager or supervisor. Try to make sure the
guests do not leave the hotel disappointed or dissatisfied.

10. Take out room rack slip and forward the slip (with notations check out) to the
Housekeeping Department.

11. Record check out in the Departure record

12. File check out registration cards alphabetically in the Check out Registration Card
Box.
TENCHU ALL!!!!