Rules and Procedures

Yes

Reception

Prepared by: António Santos

Receptionists' Rules and Procedures

Receptionists report to the head of reception.

Attitude to observe in the workplace:

1. - Avoid remaining seated in the presence of clients;

2. - Avoid leaning or resting against the counter or the walls;

3. - Do not discuss topics that are not related to work;

4. - Never speak out loud;

5. - Do not smoke while on duty

6. - Always greet clients by their name

7. - Always ask whenever you have a doubt;

8. - Avoid leaving the work that is your responsibility for other colleagues to finish;

9. - Present oneself correctly uniformed.

10. The hair should be clean, well-cut, and well-styled. If worn long, it should...
to be caught.

11. The nails should be clean, short, and well-groomed. If using nail polish, it should be
to be of discreet or transparent colors.

12. The use of makeup should be discreet and in accordance with the characteristics.
personal, in the case of people who are in contact with the public, use is mandatory.

13. You should not use very strong perfumes.

14. Do not wear excessive jewelry, and those that you wear should be discreet.

15. The use of a badge is mandatory.

16. The beard should be shaved daily.

17. Do not interfere with the work of other sections, unless your help is needed.
requested;
• Description of Functions:

Morning Shift

1. - Get informed about the events that occurred during the previous shift;

2. - Analyze the situation of free and occupied rooms, as well as those that are available.
eventually in maintenance (blocked);

3. - Process the room assignment to respect customer requests and,

whenever possible, avoid its dispersal across the floors of the hotel;

4. - Verify and control the arrivals of the day according to the correspondence;

5. - Monitor the Hall, always trying to greet customers and talk to them, especially those who
they leave the hotel;

6. - Monitor public areas, lounges, and customer bathrooms, so that they can
keep permanently clean and tidy;

7. - At 12 o'clock, carry out a control and check if all the planned 'check-outs' are present
that day they left the hotel;

8. - Try to find out the time or day of departure, when it is certain that there is still
clients in the rooms;

9. - Issue invoices at the check-outs and proceed with the corresponding verification of those that are
sent for later billing;

10. - Register the cash invoices received in the cash sheet pertaining to the
turn;

11. Handle reservation requests according to the instructions received;

12. Check in advance the prices to apply, with those in the sheets of
reservation or in the established contracts;

13. Forecast the number of customers for the next day and inform the Restaurant.
Kitchen and Supply Room;

14. Receive messages and deliver them to customers diligently;

15. Proceed to answer the phone courteously and efficiently, identifying
By name and greeting with 'Good morning'; (Melia Aldeia dos Capuchos Good morning
Hello......... how can I be of help?

16. Take into account all the information to give to the next shift receptionist and
all the exact indications of the Reception situation, and record the information in
book of "occurrences";

17. Do not allow the presence of strangers in the service area.

18. Pay special attention to all walk-in arrivals.

taking care especially of the method and guarantee of payment;

19. Perform other tasks that may be entrusted to you;

20. Never leave the Reception without having left it in the same impeccable condition.
what I would like to find;

Afternoon shift

1. - Inform yourself about what happened during the previous shift;

2. - Analyze the situation of free and occupied rooms, as well as those that are found
eventually under maintenance (blocked);

3. - Process the assignment of rooms in a way that respects customer requests and the
prevent its dispersion across the hotel floors;

4. - Verify and control the arrivals of the day according to the correspondence;

5. - Monitor the Hall, always trying to greet customers and talk to them, especially those who
they leave the hotel;

6. - Monitor the public areas, lounges, and customer bathrooms to ensure that they
keep them permanently clean and tidy;

7. - Issue invoices at the 'check-outs' and proceed with the respective checking of those that are
sent for later collection;

8. - Register the cash invoices received in the cash sheet pertaining to the shift;

9. - Attend to reservation requests according to the instructions received;

10. Check in advance the prices to be applied, with those on the sheets of
reserve or in the established contracts;
11. Check the manager's report to detect any discrepancies
no "room status" and correct them with those that are listed on the computer;

12. Receive messages and deliver them to clients diligently;

13. Handle phone calls politely and efficiently, identifying

if by name and greeting with 'Good afternoon'; (Melia Aldeia dos Capuchos Good Afternoon
Hello... how can I be of service?

14. Take into account all the information to be given to the receptionist of the next shift and
all the exact indications of the situation at the Reception, and record the information in
book of "occurrences";

15. Reduce the level of lighting in the public areas of the hotel from 11:00 PM.
Hours;

16. Do not allow the presence of strangers in the Reception service;

17. Pay special attention to all walk-in arrivals.

especially ensuring the form and guarantee of payment;

18. Proceed with internal debits and those related to points of sale, in the invoices of
clients and Mini Bars;

19. Perform other tasks that may eventually be entrusted to you;

20. Never leave the Reception without having left it in the same immaculate state.
what I would like to find;

Night Shift (Night Auditor)

- The Night Auditor is responsible for the hotel, as well as for its operation.
correct, during the night.

1. - Get informed about what happened during the previous shift;

2. - Analyze the situation of available and occupied rooms, as well as those that are.
eventually under maintenance (blocked)

3. - Process the assignment of rooms in a way that respects customer requests and the
prevent its dispersal across the hotel floors;

4. - Verify and control the arrivals of the day according to the correspondence;

5. - Monitor the Hall, always looking to greet customers and talk to them, especially those who
they leave the hotel;
6. - Monitor the public areas, lounges, and clients' bathrooms, so that they can
keep them permanently clean and tidy;

7. - Carry out the internal debits and those related to the points of sale, on the invoices of the
clients

8. - Ensure the safety of the clients and the hotel in general.

9. - To know how to solve all the problems that may arise during a
night, namely with the operation of all the hotel machines.

10. Check all banquet and conference orders and see if the entries
they are all done.

11. Check every other day the 'in house' file and verify if all
receipts, vouchers and reservation confirmations are archived in your
respective rooms.

12. Check that all arrivals on the day are correct.

introduced, as well as if there is any written confirmation, then doing the
your file in the respective folders.

13. Check all customer accounts daily and verify if all

Entries are correct, including the entry of daily rates and promotions.
existing. In case of doubt, check prices in the contract folders.

14. - Check in advance the prices to be applied, with those on the sheets of
reservation or in the contracts established;

15. Send the customer listings to GNR and SEF;

16. Carry out the locksmith's audit to detect any shortages.

17. - Proceed to handle telephone calls in a courteous and efficient manner, identifying-
by name and greeting with 'Good evening'; (Melia Aldeia dos Capuchos Good evening
Hello... How can I be helpful?

18. Monitor the public areas of the hotel and conduct periodic rounds in the building;

19. Reduce the level of lighting in the public areas of the hotel;

20. Ensure that the meeting and lounge rooms are not lit, after
customer exit;

21. After doing all the checks, close the day and take out all the
listings.
22. Take into account all the information to give to the receptionist of the next shift and
all the exact indications of the Reception situation, and record the information in
book of "occurrences";

23. Ensure that the wake-ups are done as requested.

24. Perform other tasks that may eventually be entrusted to you;

25. Pay special attention to all walk-in arrivals.

taking care above all of the form and guarantee of payment;

26. Do not allow the presence of strangers in the Reception service.

Hotel.

27. Never leave the Reception without having left it in the same impeccable state.
what I would like to find;
Rules and Procedures of Porters/Helpers

The Bellhop should be an exemplary employee within the hotel, as they usually are.
the one with whom the client has the first and last contact.

Friendliness, presentation, and effectiveness are 3 values that must always be present.
in any hotel employee, especially those who are in contact with the
clients.

The baggage handler must be extremely friendly with all clients, being very
attentive and always pleased to welcome you with a smile. You should use a tone
Speak softly. If possible, address the client by their name, providing them with all the information.
necessary.

In terms of presentation, the hotel uniform should always be impeccable, without any
stain-free and without creases. You should only wear dark socks, polished shoes, hands
cleaned, trimmed nails and properly styled hair. You should always have the hotel card.
with your identification.

He/She must be extremely effective in performing his/her functions, which are as follows:

If available in the Lobby, it should always be by the door of the

hotel, to open and close it, always greeting the clients, treating
if possible by name.

2. Upon arrival of the customers, they should immediately go to the car and open the door.
greet the customer and help bring the bags.

3. At the time of check-in, take the clients to the room during the journey.
explain the hotel's services, such as restaurant and its hours, bar and its
schedules, breakfast and its schedule, laundry service, wellness center or
other eventual services that the hotel may have. Upon arriving at the room you should
make sure everything is in order in the room and then show it to the client
the lights, TV, minibar, air conditioning, safe and other eventual facilities that the
fourth have. Then you will collect the bags and deliver them to the room by
service elevator.

4. At check-out, you should pick up the bags and confirm at the reception if the customer is already...
check-out was completed, take the bags to the customer's car. Call a taxi if needed.
Client or wish. Open the taxi door for the client, bidding farewell and wishing them well.
travel and closing the door. You should also put the bags in the trunk.
luggage, confirming the luggage with the customer

5. The entire Lobby area and public spaces must be permanently reviewed.
in terms of cleanliness clean ashtrays, organized newspapers, sofa cushions
tidy, ambient music playing, public restrooms always
tidy.
6. It must carry out all the necessary street work for the hotel.
 7. It must be extremely versatile in the performance of its functions, always.
ready to help.
8. Must necessarily speak English and obviously Portuguese. Must possess
driver's license, whenever it is necessary to perform any service for the
Hotel.
You should always help the customer, offering your services if you see that they have
parking problems.
10. Perform other tasks that may eventually be entrusted to you.

Prepared by: António Santos