3.1 3.1 19 20 3.2 3.2 20 21 3.3 3.3 21 22 3.4 3.4 22 23 3.5 3.5 23 24 3.6 3.6 24 25 3.7 3.7 25 26 3.8 3.8 26 27 Element 4: 4.1 4.1 27 28 4.2 4.2 28 29 4.3 4.3 29 30 4.4 4.4 30 31 4.5 4.5 31 32 4.6 4.6 32 33 4.7 4.7 33 34 4.8 4.8 34 35 Element 5: 5.1 5.1 35 36 5.2 5.2 36 37 5.3 5.3 37 38
It is turned on – check power switch and lights on the machine Any flashing lights or ‘error messages’ are investigated and the appropriate action taken It is supplied with an adequate supply of paper Toner is OK. Computer and printer The computer and printer may need to be turned on, and will need to be checked to ensure operational readiness. In the majority of cases, this equipment will often be left on from the previous shift. The type and of computer and printer found in the front office will vary from establishment to establishment, however the basics remain common to most brands and models. Establishments may use continuous reams of duplicate paper in their printers to print out Guest Accounts/Folio. This paper has perforated lines to separate the individual accounts so that they can be easily ripped apart/separated. The top copy of the Account is presented to the guest while the carbon copy (the bottom copy) is retained by the establishment for administration purposes, such as balancing and for records purposes. Standard operating procedure may require a check to see if the printer needs to be restocked with paper and if the print is legible. Where the print is not legible a new toner cartridge must be inserted. Photocopier There is usually not much need to use the photocopier at night so it may be standard practice to turn it off. If it has been turned off, it will need to be switched on and allowed time to warm up, before it becomes functional. It is important to understand that some photocopiers can take a minute before they are ready to photocopy, so don’t misinterpret this warm-up period as a malfunction of the machine! Most photocopiers have bins that enable them to use A4 and A3 paper. A3 size paper is twice the size of A4 paper.
Friendly Polite. In all instances, the verbal welcome offered must conform to any establishment policies or directives, but will generally contain: A greeting The establishment’s name The guest’s name or title if appropriate An of assistance. Alternatively, the establishment may have a standard ‘welcome’ phrase that they require you to use: with your supervisor and follow what applies in your workplace. Examples of greetings when a guest arrives at reception: Time of Day Checking in - Guests arriving with bags Checing Out - Guests who look like they are departing General Greeting Morning "Good morning Sir/Madam, welcome to the Angliss Hotel, checking in? Could I have your name please". Or If you recognize the guest "Good morning (or name if you know it) Ms. Wilson. Checking out? Could I have your room number please. "Good morning Welcome to the Angliss Hotel. How can I help you"
let the guest know you are not expecting him or her, as this can make both you and your property appear disorganized and unprofessional Check the day’s arrivals for an alternative spelling of a guest’s name (you may have ‘Mcgregor’ as a reservation in the name of ‘Macgregor’) when using a PMS to search for a guest. You may just use "one letter" for example "m" for our guest and see all the "m guests" with reservations for the day. This way you may be able to find the guest whose name has been recorded incorrectly Hand the guest a registration card if you have a room and proceed as normal to book him in and assign a room Refer the matter to your supervisor and follow the procedures outlined by your property if you do not have a room available. Do not take it upon yourself to inform the guest. 2.11 Introduction Throughout all shifts, reception staff must monitor guest movement through reception. A key is to monitor actual arrivals and actual arrivals against expected arrivals.This is important to gain an appreciation of when action needs to be taken to optimise room sales. Always remember that whatever other functions reception has, it is still necessary to sell all your rooms. Rooms are a unique sales area. If you don’t sell a room today you can’t sell it twice tomorrow to make up the loss.