161 Transparency Masters START Chapter 6 Front Desk Representative

Front Desk: Excellent Team Work Give positive feedback to the reservations department. Introduce guests to bell attendants. Report needed repairs to engineering. Update the concierge with information about guest services. Provide accurate information to guests about property amenities. Transfer inquiries about booking function rooms to the sales department. 162 Chapter 6 — Front Desk Representative Transparency 6.1-1

Front Desk Representatives Know How to Use: 163 Transparency Masters Transparency 6.1-2

Front Desk Representatives Have Access to: 164 Chapter 6 — Front Desk Representative Transparency Point of Sale Equipment Computer Equipment Telephone Equipment

Types of Reservations Guaranteed Reservations Non- Guaranteed Reservations Function Room Reservations 165 Transparency Masters Transparency 6.2-1

Describe or Define These Terms Arrival date Availability Block Cancellation Check-out Check-in Departure date Early make-up requests Late check-out rooms Minimum stay Same day Stayover VIP rooms Vacant and dirty rooms Walk-in 166 Chapter 6 — Front Desk Representative Transparency 6.2-2

Guestroom and Rate Terms Accessible Rooms Advance Deposit Children’s or Family Plan Rate Corporate Rate Flat Rate Government Rate Late Arrival Preferred or Commercial Rate Preregistration Rack Rate 167 Transparency Masters Transparency 6.2-3

An Arrivals List Typically Includes: Arriving guests’ names Type of room each guest requested Number of guests per room Special requests 168 Chapter 6 — Front Desk Representative Transparency 6.3-1

Preregistration speeds up the registration process by reducing the time a guest must spend at the front desk. 169 Transparency Masters Transparency 6.3-2

Front Desk Representatives Examine Credit Cards to Make Sure They Are: CurrentUnaltered Signed on the back 170 Chapter 6 — Front Desk Representative Transparency 6.3-3

Keys are Given Only to Registered Guests 171 Transparency Masters Transparency 6.3-4

A Credit Check Will Indicate Whether: Cash-only guests have used the phone, watched pay movies, or charged items Credit/Debit card guests have gone over their credit limits Credit/Debit card guests have gone over the property’s floor limits 172 Chapter 6 — Front Desk Representative Transparency 6.4-1

Only Guests Should Place Their Valuables in the Safe-Deposit Box 173 Transparency Masters Transparency 6.4-2

Front Desk Representatives Can Use the Guest Information Directory to Help Guests Locate: Special events Art & culture attractions Theaters & cinemas Night clubs & entertainment Shopping centers Restaurants Lounges & taverns Recreation & hobby activities Transportation Medical services Personal services Business services Churches, synagogues, & mosques Maps of the area 174 Chapter 6 — Front Desk Representative Transparency 6.4-3

Other Front Desk Representative Tasks Exchange currencyPick up, use, and turn in a cash bankPost guest charges and paymentsProcess guaranteed no-showsUpdate room status 175 Transparency Masters Transparency 6.4-4

Follow These Procedures When Checking In VIPs: Coordinate VIP arrival times with housekeeping. Preregister VIPs and print their names and room numbers on a preregistration envelope. Pre-key guestrooms and test keys. Require VIPs to sign registration cards, but not completely fill them out. Notify appropriate departments and co- workers. When checking in VIPs and other guests, be courteous and professional, and provide quality service. 176 Chapter 6 — Front Desk Representative Transparency 6.4-5

What is one of the primary goals when checking out a guest? 177 Transparency Masters Transparency 6.5-1

Many Properties Offer Express Check-Out to the Following Guests: Credit card guests with approved credit authorization Approved direct-bill customers Paid-in-advance customers with a zero balance 178 Chapter 6 — Front Desk Representative Transparency 6.5-2

179 Transparency Masters Chapter 6 Transparency Answers Transparency Arrival date: The actual date a guest will be checking into the lodging property. Availability: A condition that describes the number of rooms available for sale on a particular day. Block: A specific number of rooms set aside for members of a group planning to stay at the lodging property. Cancellation: A reservation voided (canceled) at the guest’s request. Check-out: The procedures involved in the departure of a guest from the lodging property. Check-in: The procedures involved in the arrival and registration of a guest at the lodging property. Departure date: The planned date a guest will be checking out of the lodging property. Early make-up requests: Some guests ask to check in early. To help meet their needs, housekeeping cleans those rooms earlier than the normal time. Late check-out rooms: This term lets housekeeping know that guests want to stay in their rooms past the standard check-out time. Minimum stay: An inventory control that allows guests to make reservations only for a minimum number of days. Same day: Guests who arrive at the lodging property on the same day they make their reservation. Stayover: Guests who are not checking out that day. VIP rooms: Very important guests receive special attention. Their reservation records need to be marked so the housekeeping department can provide extra touches. Vacant and dirty rooms: This refers to rooms that guests have checked out of, but which housekeeping has not yet cleaned. Walk-in: Guests who arrive at the lodging property without a reservation. Transparency To make that guest want to return for a future visit

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