FrontOfficeSOP

1、front office standard operating procedurespolicy:guaranteed bookingpp 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 check-in date.pro

2、cedures: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 the guest did no

3、t 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. an advance depos

4、it 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 to the first nigh

5、ts accommodation charge for the entire rooms booked.policy:handling a day use room pp no: department:front officeeffective date: issued by: fo managerapproved by:_general manager_director of roomspurpose:to ensure that all day use rooms are properly recorded and charge applied.procedures:1. day use

6、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 resold. generally, these are 50% of

7、 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 can not be guaranteed until th

8、e 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.policy:filing systempp no: department:front office effective date: issued b

9、y: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 be taken to the front desk one day before.2.

10、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 procedures to follow for filing so that infor

11、mation 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 appropriately. the last three months should be k

12、ept in the reservation office and all previous months archieved.policy:pre-registrationpp no: department:front office effective date : issued by:fo managerapproved by:_director of rooms_general managerpurpose:to ensure that all early arrivals rooms are blocked in advance and that all necessary ameni

13、ties 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 must be in writing (fax, letter, or e-mail) to prevent any dis

14、pute 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. the booking will be checked in a day earlier than the actual

15、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 stars family name to indicate that the star has not arrived.7

16、. upon arrival “pre-reg” must be removed as the star is now in-house.policy:group bookingpp no : department:front office effective date: issued by:fo managerapproved by:_director of rooms_general managerpurpose:to ensure that the group bookings are handled properly and all the arrangements include i

17、n 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 number, eg. one foc for every 10 rooms booked.3. special attention should be gi

18、ven 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 being mixed in with the group stars and can ensure groups are allocated r

19、oom 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 7 days prior to the groups arrival.7. it is important to have as much inf

20、ormation 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 congestion in the lobby area. 9. all meal requests, special requests, eta

21、, etc. must be entered in the group profile and individual reservations.policy:reservation confirmationpp no:department:front office effective date : issued by:fo manager approved by:_director of rooms_general managerpurpose:to ensure that all correspondence requiring replies are to be attended to w

22、ithin 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 the reservation and be laid out in an easy to read format.3. if necessary, other informat

23、ion 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 and rate/s available for the period requested. the reply should also advise that no bookin

24、g 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 / wholesalers can be confirmed on the original fax, stamping it confirmed , with todays date and

25、 booking agents name.7. see attached examples of reservation confirmation.policy:checking next days arrivals pp no: department:front office effective date: issued by:fo managerapproved by:_director of rooms_general managerpurpose:to ensure that all arrivals reports for the rest of each day should be

26、 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 segments, room rates, number of pax, eta, special requests, etc.2. each booking must have the correspond

27、ence 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 has a credit facility with the company.4. bookings should be reconfirmed either on a 6 pm release or a

28、 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 members, ie. front desk and the assistant manager.6. correspondence must be checked for any missed boo

29、king or information not updated as required.policy:check-in a guest (fit)pp no: department:front office effective date: issued by:fo managerapproved by:_director of rooms_general managerpurpose:to ensure that all guests (fit) are checked-in and registered smoothly.procedures:all guests (fit) should

30、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 sure that the star is given a vacant clean and ready room according to the requested room type.2. to double check wheth

31、er 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 registration card and reconfirm the amount as per hotel policy.4. should the payment be done by a credit card, swipe the card

32、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. reconfirm the arrangement, such as the room number, length of stay, the rate (for fit only) and some other brief informati

33、on 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 staff, has to check the room blocking of todays arrivals on a timely basis and find the followings: have all todays arriv

34、al 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 the blocking of the room. have all room amenities for the vip guest been nicely prepared in the rooms. should the gue

35、st be met upon arrival and escorted to the room, has all arrangements be prepapred, etc. policy:check-in a vippp no:department:front officeeffective date: issued by:fo managerapproved by: _director of rooms _general managerpurpose:to ensure that all vip are welcome, checked-in, and escorted to the r

36、oom 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, including the duty managers, should be aware of the vips arrangement.welcoming and escorting the vip to the room is mandatory for t

37、he 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 the assigned room has been correctly set-up:1.1. correct room type1.2. appropriate room amenities1.3. the condition of the room is vaca

38、nt 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.policy:check-in a group

39、pp no:department:front officeeffective date: issued by: fo managerapproved by:_director of rooms_general managerpurpose:to speed up group check in and to minimize the group luggage delivery time. to ensure that all luggage belong to the group is sent to the rooms according to the rooming list.proced

40、ures :1. the assistant manager is to make sure that the rooms for the group have been blocked and the cardkeys have been prepared by the morning shift or at least 3 hours prior to the group arrival.2. the front desk staff has to check all the rooms prior to arrival and make sure that they are vacant

41、 clean and ready to be occupied.3. the assistant manager has to assign sufficient related staff and to supervise the check-in process including the luggage delivery.4. every member of the group will be given a room cardkey upon their arrival according to the group rooming list 5. the front service s

42、upervisor supervises the bell boy for handling incoming luggage and tag in all the luggage according to the group rooming list.6. bell boy to sort the luggage according to the wing number and the floor number to speed up delivery.7. deliver the luggage as per the front service supervisor assignment,

43、 noting down how many pieces delivered to each room.8. all group will be led into the lobby for distribution of backstage pass, welcome drink voucher and cold towel.policy:check-out a guest (fit)pp no: department:front office receptioneffective date: issued by: fo managerapproved by:_director of roo

44、ms_general managerpurpose:to close the guest outstanding balance out of the system and make sure that the settlement has been made correctly. procedures:1. politely ask the guest whether he has consumed any minibar, if he did, ask what was consumed and do the manual posting into the system.2. reconf

45、irm the type of payment.3. check whether the former credit card verification has been held and the amount is sufficient enough to settle the bill.4. settle the account using the agreed type of payment.on a daily basis, the assistant manager has to verify all the credit card authorization or any depo

46、sit for every guest in house, including those who will be departing to day and make sure that the total amount of credit card authorization or deposit will cover the entire stay.should there be any shortage of credit card authorization or the amount of money deposited is insufficient , the assistant

47、 manager is responsible for contacting the guest for an additional deposit.policy:checkout a vip guestpp no:department:front office receptioneffective date: issued by: fo managerapproved by:_ director of rooms_general managerpurpose: to ensure that the vip folio is correctly posted and properly pres

48、ented prior to his departure. to prepare the folio and each back-up ready at the front desk prior to his departure.procedures:a day prior to the vip departure, the assistant manager will make a courtesy call to reconfirm the departure and confirm the following:1.1 reconfirm the flight detail1.2 reco

49、nfirm the transportation1.3 politely reconfirm the method of paymentthe assistant manager will liaise with all related sections to organise the arrangements and to check whether they are all aware of every arrangements of the vips departure.the assistant manager to be present in the lobby at time of

50、 departure.all staff to bid farewell upon departure.policy:check-out a grouppp no:department:front office receptioneffective date: issued by:fo managerapproved by:_director of rooms_general managerpurpose: to ensure that all members of the group have already come to the front desk and settled his pe

51、rsonal account prior to departure. to make sure that the master folio is checked out from the system according to the method of payment indicated and that all charges are balanced.procedures:1. the assistant manager to check all the group members folios and see if the charges are matched with those

52、mentioned in the “group movement sheet”. 2. to ask each group member if they have consumed anything from the mini bar.3. after the group members folios are settled, the assistant manager also checks the settlement of the master folio by using appropriate method of payments, such as vouchers, credit

53、cards, or cash.4. the front desk staff to communicate with the front service supervisor whether the group has been officially released from the system.5. to bid farewell. this task should be performed by every related staff of the front office.policy:room changepp no:department:front office receptioneffective date: issued by:fo managerapproved by:_director of rooms_general managerpurpose:to ensure the room change i