B8. Other duties of the reception department
The chapter is divided into three main sections. The first section examines the general responsibilities of the reception department for the maintenance of resident guest records. The second part describes how the information concerning resident guests is communicated to other section or departments of the hotel. The last section deals with the duties of the reception department in selling the hotel facilities and explains the knowledge and skills that reception staff should possess when promoting sales.
Maintaining resident guest records
Amendments to resident guest records
A resident guest’s records may need to be amended during their stay, such as when there are changes in:
Room type or number
Departure rate
Room rates
Number of guests (e.g. when a businessman may be joined by his wife)
Situation 1. Two guests, Mr. and Mrs. Law, are staying in a deluxe twin room on room-only terms. They intend to stay in the hotel for three days. However, Mrs. Law has to leave earlier than planned.
Action. The reception department has to amend the departure date and number of guests on the registration form; the in-house list has to be changed; and the cashier must be notified so that Mr. Law is charged at a single occupancy rate after the departure of his wife.
Situation 2. Mr. Law wants to change to a single room on bed and breakfast terms after his wife’s departure.
Action. The reception department has to assign a new room and issue a new key. As a result, the room number should be changed on both the registration form and the in-house list. Other sections or departments also have to be notified of the change, e.g. the cashier (Mr. Law’s account is transferred to the new room number and the room rate is altered), the housekeeper (Mr. Law may require assistance with packing), the porters (Mr. Law’s baggage will need to be moved to the new room), the telephone section (calls must be connected correctly), and mail and information desk (a new key will be issued and mail and messages must be sent to the new room).
Up-to-date resident information is essential because it:
Provides an accurate and speedy service for guests during their stay (i.e. in handling mail, messages or telephone calls)
Ensures that guest bills are accurately and continuously updated
Allows other departments to plan their operations based on the actual guest movements (e.g. the food and beverage department
Maintenance of registration records. When a guest checks into a hotel, it is advisable for the proprietor to record their personal particulars and details on a registration from. These registration details are kept by the department until the guest departs.
Communication with other front office sections and departments:
Front office reports prepared by the reception department:
The most common reports prepared by the reception department are the in-house list, walk in and extra arrivals, guest amendments, departure list and checked-out list.
The in-house list. Show all the guests currently residing in the hotel.
Current walk-ins and extra arrivals. Showing all unexpected arrivals (walk-ins) and extra arrivals (guests who have telephoned earlier today to make their bookings) on that date.
Guest amendments show any changes to a resident guest’s details on that date
The departure list shows current expected departures
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