Standard Operating Procedure For Front Office
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ScribdTranslationsStandard Operating Procedure For Front Office
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ScribdTranslationsSTANDARD OPERATING PROCEDURE
FRONT OFFICE
Posted byYusron Hafizie
FRONT OFFICE OPERATIONAL PROCEDURE
1. Reservation via Email/Website:
Receiving reservations from the office.
Entering guest reservation data into the system, according to room type and length of stay.
stay
Writing all data related to special requests, honeymoon
package, birthday celebration, transfer request or pick up and others.
Entering guest reservation data into the Front Office file according to the date, month, and
year.
2. Reservations by phone:
Greet the guest, according to the time when receiving the phone call.
Ask for the guest's full name.
Inquiring about the type of room and how many days the guest will stay.
To provide room rates to guests once the price has been agreed upon, then the process
reservation continued.
Requesting the guest's phone number and credit card number as a guarantee.
Explaining to guests about the reservation procedure and the reservation cancellation procedure.
completely and correctly.
Ending a phone conversation with a greeting, expressions of gratitude, and not forgetting.
mention the name of the guest.
Writing details in the reservation form, inputting into the system, and filing according to date and
the month.
Preparation before guests check in:
Clean and tidy the area around the Front Office and the Lobby area.
Make a special request (Honeymoon cake, fruit basket, and special decoration) if available.
and send it to the relevant department.
Prepare all the data and the necessary reservation and registration documents.
Print guest in house list, arrival and departure for the Housekeeping and F&B departments.
Preparing a cold towel.
Preparing the welcome letter and requesting the GM's signature.
Preparing the welcome drink.
Check the completeness of the room facilities and place the welcome letter that has been prepared.
signed by the GM at the desk in the appropriate room.
Prepare the guest room key for check-in.
3. Guest check-in:
Welcome guests at the front of the hotel and wish them a warm welcome.
Bringing guest bags/suitcases to the lobby.
Inviting the guests to sit down.
Serving welcome drinks and cold towels to guests.
Explain and inform guests about the hotel's services and facilities.
Please inform the guests about the breakfast time.
Prepare a map of Gili Trawangan and explain to the guests in detail.
Explain and inform guests about activities and facilities at Gili Trawangan.
and Lombok.
4. Registration:
Submitting the registration form to be completed by the guest.
Requesting the guest's passport to be photocopied.
Allow the guests to fill out the registration form completely.
The guest and the receptionist must sign the completed registration form.
filled.
Storing guest registration in the Front Office file according to room number.
Allowing and escorting guests to their room.
Bringing the guests' bags and suitcase to the room
5. Services during guest stay:
1. Greet every guest you meet (try to remember and mention their name)
guest name.
2. Cheerfully provide explanations to guests when they request information.
3. Providing assistance requested by guests such as renting bicycles, renting equipment.
snorkeling, etc., as well as writing these things in a Log Book.
4. Providing all the first aid supplies (First Aid in Accidents) that
often needed when guests go snorkeling such as Betadine, bandages, eye drops, etc.
5. Provide free internet vouchers upon request by guests.
Preparation before the guest checks out:
Preparing transportation in case of requests from guests.
Preparing guest bills in detail.
Check that the room price and the length of stay for guests are correct.
Request Housekeeping to check the Mini Bar before the guest leaves the room.
Print guest bill
Give the bill to the guests, according to their respective room and data.
supporting documents such as restaurant bills, spa, etc.
7. Payment:
If cash payments in the form of Rupiah must be checked in detail at
in front of the guest.
If payment is in foreign currency, it must be adjusted to the rupiah exchange rate.
that applies.
Payment by credit card or debit card, when making a nominal transaction.
money is viewed in detail to avoid mistakes during the transaction.
Payment via city ledger, the guest folio is settled according to the name of the Travel Agent.
who made the reservation for the guest.
Complimentary (the guest does not pay the room bill during their stay)
8. Guest check out.
Requesting the room key from the guest.
Checking the room for any guest items left behind.
Helping guests carry bags/suitcases to the front of the hotel.
Asking about the impressions during the guests' stay and requesting time to fill out.
the Guest Comment book that is available in the Lobby as well as online on Trip Advisor.
Thanking the guests for staying at Villa Grasia.
9. After the guest checks out.
Organizing the bills of guests who have checked out.
Double-check that the number of guests who checked out matches the system.
Provide all guest bills that have checked out along with all supporting data to
Accounting for further processing.
10. Guest Walk-In.
For guests who go directly to the hotel to request a room (Walk-In), if the room
if available, negotiations must be conducted privately (try to avoid other guests)
or done while showing the room to guests.
If the walk-in guest agrees to the offered price, then they must proceed with
full payment either in cash or by credit card.
After payment, the check-in procedures will be carried out according to hotel standards.
ADDITIONAL ASSIGNMENT:
The receptionist on duty every day during the shift from 15:00 to 23:00 is given responsibilities.
to be on standby and perform Night Audit tasks in the system.
Shut down all computers and lock the front office.