COCU 2 : FRONT DESK OPERATION

PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 PROGRAMME CODE, COMPETENCY UNIT CODE AND TITLE I551-002-3:2017 - C02 FRONT DESK OPERATION WORK ACTIVITIES NUMBER AND STATEMENT 1. PREPARE FRONT DESK OPERATION REQUIREMENT 2. TAKE OVER CASH FLOAT 3. ASSIGN ROOM TO ARRIVAL GUEST 4. HANDLE GUEST ARRIVAL ACTIVITIES 5. CARRY OUT BUCKET CHECK DUTIES (NIGHT SHIFT) 6. CARRY OUT GUEST DEPARTURE ACTIVITIES 7. CARRY OUT CASHIERING ACTIVITIES 8. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017- C02/IS(1/18) Page : 1 Of 17 TITLE: INTRODUCTION TO FRONT OFFICE DEPARTMENT PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding Front Office Department in hotel. KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 2 Of 17 INFORMATION : 1. INTRODUCTION TO FRONT OFFICE It is the one of the many departments of the hotel business which directly interacts with the customers when they first arrive at the hotel. The staff of this department is very visible to the guests. Front office staff handles the transactions between the hotel and its guests. The staff receives the guests, handles their requests, and strikes the first impression about the hotel into their minds. There are lot of staff working under front office manager. The structure of the front office department changes according to the size of the hotel business, physical size of the hotel, and the hotel management policies. Following is the general structure of the front office department − Figure 1 : Hotel Front Office Sections

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 3 Of 17 Front office department manager heads the team of staff working on various activities and responsibilities in the front office department. Few prominent activities that the front office staff is involved in are − Reservation − It includes handling request of customers for reserving accommodations. Reception − It includes receiving the guests according to the highest standards and registering them appropriately. It also includes bidding the guests off. Guest Services − They are also known as Uniformed Services. It includes personalized guest services such as − o Handling guest luggage. o Handling guest mail. o Delivering newspapers in accommodations. o Paging the guest inside the hotel (locating the guest in the hotel). o Arranging for a doctor in emergency. o Parking guest’s automobiles. o Arranging for reservations at the places of entertainment outside the hotel. Accounts − It mainly includes a front office cashier and a Night Auditor. The cashier is responsible for handling guest payments. He typically reports to the accounts manager rather than the front office manager. The night auditor performs the duties of front desk reception as well as accounting partly during the night shift. He needs to report to the heads of both departments, front office, and accounting. Communication − It involves handling communication among various other departments and guests of the hotel.

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 4 Of 17 Front office department includes − Front Desk Uniformed services Concierges Front Office Accounting System Private Branch Exchange (PBX), a private telephone network used within an organization Basic Responsibilities of Front Office Department Following are the most basic responsibilities a front office can handle : Creating guest database Handling guest accounts Coordinating guest service Trying to sell a service Ensuring guest satisfaction Handling in-house communication through PBX

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 5 Of 17 PERSONAL AT FRONT DESK. 2. GROOMING Good grooming is how you look and how you present yourself. How you look accounts for 55% of impact on impression. An untidy and unclean appearance might be acceptable for eccentrics and geniuses but not for executives or those in the service industry. Most people lack the basic of grooming. a) UNIFORM AND PERSONAL APPEARANCES WHAT TO DO MALE FEMALE Shirt • No tailored styles, must be an appropriately sized standard fit • Must be ironed • Appropriate white singlet can worn underneath • No logos or emblems • No tailored styles, must be an appropriately sized standard fit • Must be ironed • Breast Pocket is optional • Appropriate white or flesh colored underwear must be worn underneath • No logos or emblems Trousers • Tailored and fitted but not tight • No Pinstripes • No Hipsters or low sitting pants • No flares or splits • No jeans or chinos • Plain Black belt, no bulky or different colored buckles • Tailored and fitted but not tight or figure hugging • No Pinstripes • No Hipsters or low sitting pants • No flares or splits • No jeans or chinos • Optional Plain Black belt, no bulky or different colored buckles Shoes • Polished black sensible shoes • Closed / Covered at the toe and the heal • Round shaped toe, No pointed toes • No trainers, sandals or heavy boots • Polished black sensible court shoes • Closed / Covered at the toe and the heal • Round shaped toe, No pointed toes • No sandals or heavy boots

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 6 Of 17 Figure 2: Good Personal Appearances b) PERSONAL HYGIENE AND SANITATION WHAT TO DO MALE FEMALE Hair • Neatly groomed, clean hair of a natural colour • Long hair is not accepted by our clients • Hair that hangs down onto the face is considered long • Short Back and Sides styled hair • Neatly groomed, clean hair of a natural colour • Hair that touches your collar must be tied back in a plait, ponytail or a bun. • Hair is to be fixed with a discreet black hair band • Hair that hangs down onto the face should be secured with a spray / gel or a discreet black hair clip Face Clean shaven Some client may accept a goatee, but no beards or moustaches. Please check with the allocations • Make up is encouraged, but must always be in neutral tones • Neutral toned Lipstick / balm / gloss is encouraged, but bright lipsticks are to be avoided Hand • Neat clean hands and finger nails • Neat clean hands and finger nails

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 7 Of 17 c) COMMUNICATION SKILL Communication is the activity of conveying information. Communication has been derived from the Latin word "communis", meaning to share. Communication requires a sender, a message, and an intended recipient, although the receiver need not be present or aware of the sender's intent to communicate at the time of communication thus communication can occur across vast distances in time and space. Communication requires that the communicating parties share an area of communicative commonality. The communication process is complete once the receiver has understood the message of the sender. Feedback is critical to effective communication between parties. • No nail varnish, this includes clear polish and any nail extensions Jewellery • A watch may be worn • A wedding and or an engagement ring may be worn • No necklaces or chains • No other jewelry to be worn, this includes earrings and other piercings • A watch may be worn • A wedding and or an engagement ring may be worn • No necklaces • No other jewelry to be worn, this includes earrings and other piercings Others • No visible Tattoos • If you smoke, please use breath freshener or mints • Always use deodorant • No heavy aftershave • No visible Tattoos • If you smoke, please use breath freshener or mints • Always use deodorant • No heavy perfume

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 8 Of 17 i) VERBAL Verbal communication is one way for people to communicate face-to-face. Some of the key components of verbal communication are sound, words, speaking, and language. At birth, most people have vocal cords, which produce sounds. As a child grows it learns how to form these sounds into words. Some words may be imitative of natural sounds, but others may come from expressions of emotion, such as laughter or crying. Words alone have no meaning. Only people can put meaning into words. As meaning is assigned to words, language develops, which leads to the development of speaking. ii) VOICE INTONATION Voice intonation is variation of pitch while speaking which is not used to distinguish words. It contrasts with tone, in which pitch variation does distinguish words. Intonation, rhythm, and stress are the three main elements of linguistic prosody. Intonation patterns in some languages, such as Swedish and Swiss German, can lead to conspicuous fluctuations in pitch, giving speech a sing-song quality. Fluctuations in pitch either involve a rising pitch or a falling pitch. Intonation is found in every language and even in tonal languages, but the realization and function are seemingly different. It is used in non-tonal languages to add attitudes to words (attitudinal function) and to differentiate between yesno questions, declarative statements, commands, requests, etc. Intonation can also be used for discourse analysis where new information is realized by means of intonation. It can also be used for emphatic/contrastive purposes.

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 9 Of 17 iii) GOOD COMMAND OF LANGUAGE Communication is the way of expressing your ideas and feelings with guest in a right way. A person who has good command over communication skills can express his ideas and feelings in a better way. On the other hand, if a person has not the ability to communicate well, then how he can tell about his ideas to others. It has also been noted that people only listen to the talk of that person who is the best in communication skills. Such persons know how to engage the people in a right way. Their experience in communication skill helps them a lot to handle any situation easily. iv) CLEAR AND PRECISE A staff must able talks in a language which is understood by the guest with clear and precise. If you will use any other language then other listeners will not be able to understand you. Effective communication skills enable a person to overcome these problems.

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 10 Of 17 3. INTRODUCTION SHIFT BRIEFING SESSIONS a. Shift briefing sessions played a very important role to ensure the smooth flow of the daily front desk operation. b. Normally, the briefing will be led by the Front Office Manager/Executive or the supervisor 15 minutes before starting the shift. c. All guest services personnel on the particular shift should attend the session. d. Shift briefing session normally will be held 3 times a day and will take about 10-15 minutes. e. Among the topic that will be discussed during the session are:- i. Any changes of the hotel policy ii. Current hotel status and expected daily activities iii. Any event or special event for the day iv. VIP guests arrival v. In-House guests lists vi. Current hotel occupancy, rival hotel status, average room rate and hotel forecast. vii. Group arrivals viii.Feedback/complaint from guests Figure 3 : Briefing Session

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 11 Of 17 a) LOG BOOK REVIEW AND HANDOVER • Every front desk should have a special log book to record every daily activity that needed attention from all GSO. • Every detail in the log book must be read and understand thoroughly to ensure the best action being taken. • At every shift change, there should be a task handover in the log book to ensure follow-up for every activity or problems occur. b) DUTY TASK SPECIAL ASSIGNMENT • This usually happens when there are VIP arrivals at the hotel. • Special arrangement for fruit basket, butler service, transportation, F&B arrangements according to the VIP guests preferences. • The GSO must ensure all assignment and arrangement being followed accordingly.

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 12 Of 17 4. GUEST RELATION ACTIVITIES Introduction Very often, normally hotel is familiar with its good reputation and facilities that is neglects one important aspect- good guest relations. The guests do not patronize a hotel just to by the tangible product, the room. The other intangible things like service also matters a great deal. The term ‘service’ is a much brought one and a good guest relation is a very important part of it. Even if other aspects of the service are superior, lack of good guest relation skills can do a lot of bad impression to the hotel. What Is Service? S-Sincerity- this is being genuine and straight forward in what we do, being sincere is our work to be honest to not only to the guest but also to your fellow colleagues and ourselves. E-Enthusiasm-we all must have a strong feeling about our work and the interest we show in our daily activities will show the guest that he is welcome and that will enjoy serving him them. R-Respect-towards the guest each other and ourselves is a positive to giving good service to our guests. A guest should always enjoy and must have respect. V-Visual- while in front of guest we must act with decency and at a standard will compliment our hotel. This aspect of their conduct and character are most important. I-Information –It is a very powerful tools for us to have to make us successful in our job. We must make every effort to acquire/ obtain/ ourselves with “All sort of Information”, and make these information available to our guests when we require them so do to while carry duty and responsibilities, efficiently, effectively. C-Courtesy- an essential quality . That We All Must Have ! E-Eagerness- This is a strong desire to do what we enjoy doing. If the hospitality business is not enjoyable to us, then it is unlikely that we will stay with it for long. Our eagerness to serve the guest and do our job well is essential in our daily task.

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 13 Of 17 Good service is not to be given to some of the guests by some of the staffs at some of the time but it is to be given to the entire guests By all the staffs all the time. 4.1 Types Of Guest Relation Activities. Anniversary Birthday Honeymooner Wedding ceremony Cooperate function Annual dinner Figure 4 : Example of hotel packages for guest relation activities as above

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 14 Of 17 4.2 Types Of Guest Complimentary Types of Complimentary Example Fruit basket Flower arrangement Turn down service Room upgrading Room stay/meal voucher Free hotel facilities

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 15 Of 17 4.3 Types of workflow of Guest Relation Activities. Determine existing guest profile Collaborate with other department – F&B Department, Sales Department, Housekeeping Department and Kitchen Department. Effectiveness guest relation activities. 4.4 Guest Relation Skills Guest service staff especially those are the front desk take note with the following rules and practise. The guest will always happy to be in your hotel and will always come back to the hotel like their homes. Be the first to smile and greet the guest warmly and friendly, do not sound as if you greeting is taking the last of your energy. Always address guest by name and use eye contact, if you can’t remember always use ‘sir, madam,tuan, puan’. Treat the guest so that he feels like very important guest. Always give attention when guest speak. Never interrupt the guest until he finishes what they want to say. Do not monopolize a conversation with the guest or respond with only YES and NO answer. Have a generally friendly manner but never be too familiar. Loyal to guest, always have their interests at heart. Do not be over sensitive and take comments and gestures too personally. Be oblivious o guest’s mistakes. Say ‘I’m sorry I didn’t make it clear’ rather than ‘You misunderstood me’.

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 16 Of 17 QUESTIONS: 1. What are the basic duties and task for staff who work under reservation? a. __________________________________________________________________ b. __________________________________________________________________ c. __________________________________________________________________ 2. State three (3) unit/position in Front Office department. _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. What is mean by “Good command of language”? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. What are the proper ways for Front office staff to do about their “hair” ? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. What are the importance of Front Office staff need to take care the grooming and personal hygiene? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

CODE NO. I551-002-3:2017-C02/IS(1/18) Page : 17 Of 17 REFERENCES: 1. https://blog.capterra.com/guest-request-management-the-most-overlooked-hotelmanagement-technology/ 2. Elizabeth Grey. 1970. Jill Kennedy: Telephonist. Hodder General Publishing Division. ISBN: 0340103965, 9780340103968 3. Drake International. 1987. Receptionist and Telephonist Techniques. Drake 4. https://www.scribd.com/document/424664781/Conversation-How-to-Handle-Guest 5. https://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-hotels/frontoffice-sop/186-sop-telephone-etiquette-in-hotels.html

PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 PROGRAMME CODE, COMPETENCY UNIT CODE AND TITLE I551-002-3:2017 - C02 FRONT DESK OPERATION WORK ACTIVITIES NUMBER AND STATEMENT 1. PREPARE FRONT DESK OPERATION REQUIREMENT 2. TAKE OVER CASH FLOAT 3. ASSIGN ROOM TO ARRIVAL GUEST 4. HANDLE GUEST ARRIVAL ACTIVITIES 5. CARRY OUT BUCKET CHECK DUTIES (NIGHT SHIFT) 6. CARRY OUT GUEST DEPARTURE ACTIVITIES 7. CARRY OUT CASHIERING ACTIVITIES 8. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017- C02/IS(2/18) Page : 1 Of 11 TITLE: CASH FLOAT PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding cash float in Front Office Department KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET

CODE NO. I551-002-3:2017-C02/IS(2/18) Page : 2 Of 11 INFORMATION : 1. INTRODUCTION TO CASH FLOAT Retail businesses, including restaurants, that frequently deal in cash often employ a cash float. This refers to the amount of cash placed in registers at the beginning of a shift or workday. The cash float typically consists of a nominal amount of money, such as $50, broken up across several denominations and change. Figure 1 : Ringgit Malaysia Money

CODE NO. I551-002-3:2017-C02/IS(2/18) Page : 3 Of 11 2. CASH FLOAT FUNCTION The cash float allows cashiers to make change for customers early in the day or shift, before a sufficient number of cash sales accrue to make change from the day’s sales. Some businesses and institutions also consider petty cash as a cash float and use this account to reduce the number of checks or credit card transactions needed for minor services and purchases. a) Front Office Floats The FOA maintains a common float (varies with one property to another depending on size of operations), and this float is increased temporarily during long weekend/public holidays. At the end of each shift, the FOA balances his/her float before passing it to the next FOA on duty, and then puts his/her shift's takings into an envelope completing all details on the envelope and complete a daily remittance summary. The next shift FOA then signs acknowledging receipt of the float, and all shortage/overage in the fund is noted on the envelope. b) General Accounting Office Float The Accounts Controller or his designate holds a fixed sum of petty cash which may vary from one Hotel to another depending on the size of operations, and the float is used to pay-out for expenses of RM1,000.00 or below. The Accounts Department should prepare for petty cash reimbursement by the end of each month in order to restore the cash float to the original amount at end of each month. The Accounts Controller should hold a fixed sum of float at the back office for emergency purposes, weekends, public holidays and the float is also held as loose change for the outlet cashiers at the same time. Obviously, this float has to be in small denominations ranging from 5 sen to RM10 and a small amount in RM50 denomination.

CODE NO. I551-002-3:2017-C02/IS(2/18) Page : 4 Of 11 c) Protection of the Front Office Floats All the Front Office floats not in use are kept in safe deposit boxes in the Front Office, and the floats held by Accounts Controller will have to be kept in an Office Safe all the time. To lessen the security risk involved, the amounts of all floats are maintained at a minimum and it is only increased during the long weekend or high occupancy with an extraordinary high check outs. All floats including that of the Accounts Office are counted on a monthly basis, and the total amount thereof agreed with or reconciled to the General Ledger Cash On Hand Account. Any shortages or overages will be investigated by the Accounts Assistant and the Accounts Controller. d) KEY REQUIREMENTS FOR CASH FLOAT a) Identify operations requiring a cash float b) Determine the optimal level of the fund c) Assign a fund custodian d) Complete the Cash Float form and send to the Financial Services Department (also refer to the instructions for completing the cash float form) e) Maintain the security of the cash: locked metal box kept under locked protection, e.g. locked desk, safe. f) Maintain balance intact. g) Upon request, confirm the balance to the Financial Services Department. h) Deposit cash float funds promptly with the Cashier, Financial Services Department, when no longer required

CODE NO. I551-002-3:2017-C02/IS(2/18) Page : 5 Of 11 i. ACTION TO AVOID Accounting records will not properly reflect departmental operations if the cash float is not used as expected. It is important to avoid: • Expenditures from the fund • adding departmental cash receipts to the fund ii. APPROVALS The signature of the head of the unit is required to: establish the fund, increase or decrease the fund, change the fund custodian, or close the fund. iii. THEFTS/ FUND SHORTAGES The department should report any thefts or attempted thefts immediately to the head of the department. Shortages are the responsibility of the custodial department and amounts required to restore the fund must be charged to a departmental account. This can be done from petty cash or using a Cheque Request Form. Any transaction to restore a fund shortage should be so identified and approved under the signature of the head of the department iv. FUND OVERAGES Fund overages may be the result of short changing a customer. If the appropriate disposition of the excess amount of cash cannot be determined, the excess should be deposited to a departmental account through the Cashier, Financial Services Department. Report all fund overages to the head of the department. 3. DUE BACK DEFINITION A due back occurs when the cahier accepts many cheques and large bills during a shift making it difficult to replenish the initial bank without including the cheques or large bills. Front office due backs are normally replaced with small bills and coins before the cashiers next work shift thereby restoring the cash bank to its full amount.

CODE NO. I551-002-3:2017-C02/IS(2/18) Page : 6 Of 11 4. INCREASING AND DECREASING THE AMOUNT OF THE CASH FLOAT The purpose of increasing and decreasing the cash float money are depending on daily basis solely on transaction being held at Front Office counter. Increase Complete the Cash Float Form and submit along with a completed Cheque Request Form to the Financial Services Department, as above Decrease Complete an Internal Cash Receipts Deposit Form and submit along with the cash for deposit to the Financial Services Department, Cashier's Office Complete the Cash Float Form and submit along with a copy of the completed internal cash receipts deposit form to Accounting Services as noted above. Figure 2 : Increase And Decrease Flow

CODE NO. I551-002-3:2017-C02/IS(2/18) Page : 7 Of 11 5. CASH FLOAT SPOT-CHECK (RANDOM) Daily Spot-check for cash float a) Checking of cashier float should be done at random and determine the right time to performed the task b) Front office supervisor has to make sure the total float is enough after plus or minus any transaction of the day c) No tip or personal money inside the cashier float d) No favoritism during performed the task Figure 2 : Spot-Check Quotes Report to Head Department/Supervisor if any discrepancies found for further action. Security should be informed about this matter and write down the report inside the manager log book

CODE NO. I551-002-3:2017-C02/IS(2/18) Page : 8 Of 11 6. CASH FLOAT PROCESS At the end of their shift, the FOA will complete the Cashiers' Remittance Envelope for the transmittal of their daily receipts to the Accounts Department. The envelope is completed by the FOA counting out and handing over the float to the next FOA on duty. The daily remittance envelope of the FOAs are deposited in the night safe by the FOA making the remittance and witnessed by the Supervisor. A Daily Record is maintained in use at the Night Safe location, and this is signed by both the FOA who deposits into the night safe and the Witness. When the Accounts Controller/Assistant picks up the remittance envelopes, the contents of the Night Safe are checked against this daily record to ensure that the deposit amounts reported there on agrees with the amounts shown on the remittance envelopes. Figure 3 : Cash Drawer

CODE NO. I551-002-3:2017-C02/IS(2/18) Page : 9 Of 11 a) Remittance envelope There are two (2) type of remittance envelope being used in Front Office department commonly known as revenue(profit) and float. Below are the example of both envelope mention above : Figure 4 : Remittance Envelope

CODE NO. I551-002-3:2017-C02/IS(2/18) Page : 10 Of 11 QUESTIONS: 1. What is mean by “cash float”? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 2. What is mean by “due back”? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 3. What are step that the staff need to do if there got “overage” in their account after they have do the closing account for the day? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. List two (2) places that we can keep the cash float safely. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. Explain the purpose of the cash float for daily operation of the hotel. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

CODE NO. I551-002-3:2017-C02/IS(2/18) Page : 11 Of 11 REFERENCES: 1. https://blog.capterra.com/guest-request-management-the-most-overlooked-hotelmanagement-technology/ 2. Elizabeth Grey. 1970. Jill Kennedy: Telephonist. Hodder General Publishing Division. ISBN: 0340103965, 9780340103968 3. Drake International. 1987. Receptionist and Telephonist Techniques. Drake 4. https://study.com/academy/lesson/what-is-cash-float-definition-types.html

PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 PROGRAMME CODE, COMPETENCY UNIT CODE AND TITLE I551-002-3:2017 - C02 FRONT DESK OPERATION WORK ACTIVITIES NUMBER AND STATEMENT 1. PREPARE FRONT DESK OPERATION REQUIREMENT 2. TAKE OVER CASH FLOAT 3. ASSIGN ROOM TO ARRIVAL GUEST 4. HANDLE GUEST ARRIVAL ACTIVITIES 5. CARRY OUT BUCKET CHECK DUTIES (NIGHT SHIFT) 6. CARRY OUT GUEST DEPARTURE ACTIVITIES 7. CARRY OUT CASHIERING ACTIVITIES 8. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017- C02/IS(3/18) Page : 1 Of 11 TITLE: INTRODUCTION TO GUEST ROOM PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding guest room in Front Office Department KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET

CODE NO. I551-002-3:2017-C02/IS(3/18) Page : 2 Of 11 INFORMATION : 1. TYPE OF ROOM CATEGORY A) STANDARD • Hotel minimum rate for a regular-size sleeping room. Typically bedding consists of one or two double beds, a queen or twin beds. Figure 1: Standard Room B) SUPERIOR • Hotel medium or moderate type of room. Typically bedding consists of a double, queen or king size bed. C) DELUXE • Hotel maximum rate type of room for a regular size sleeping room. Bedding consists of queen or king size bed. Considerable high level of comfort and good location. Figure 2: Deluxe Room

CODE NO. I551-002-3:2017-C02/IS(3/18) Page : 3 Of 11 D) JUNIOR/EXECUTIVE/PRESIDENTIAL/ROYAL SUITE • The most expensive room in a hotel. Usually suite is larger than a normal room. This type of room is geared for the needs of wealthy people and VIPs. The furnishings are expensive and exotic. Figure 3: Suite Room E) CLUB FLOOR • Club Floor usually consists of rooms on a dedicated level in a hotel and has special facilities and amenities such as club lounge with F&B, personalized service and special counters for check-in and check-out. The rate will be higher than the normal rooms. F) STUDIO • The studio will consist of an open plan small apartment with a kitchenette usually divided from the rest of the apartment with a small four foot high divider wall. Some studio apartments will have two single beds or one double bed. Some may also come with a double pull-out sofa bed. The bathroom will, or should, always be separate. Figure 4: Studio Room

CODE NO. I551-002-3:2017-C02/IS(3/18) Page : 4 Of 11 G) CABANA • A cabana room in a hotel is a separate small room that is independent of the hotel. Usually, these rooms are complete with small sitting room, bathroom and sometimes even a kitchenette. Figure 5: Cabana Room H) ONE/TWO/THREE BEDROOM APARTMENT • An apartment hotel is a room with separate bedrooms, small kitchen and a hotel that rents furnished apartments or suites suitable for housekeeping, on a weekly or more permanent basis, and usually supplies all hotel services.

CODE NO. I551-002-3:2017-C02/IS(3/18) Page : 5 Of 11 2. TYPE OF ROOM STATUS A) VACANT CLEAN (VC) • Guest room that is vacant, already been cleaned by the maid. B) VACANT DIRTY (VD) • Guest room that is vacant but still dirty and need to be cleaned by maid. C) VACANT CLEAN INSPECTION (VCI) • Guest room that is vacant, already been cleaned by the maid and inspected by the floor supervisor. This room is ready for sale. D) OCCUPIED CLEAN (OC) • Guest room that is occupied, which means guest is in the room and the room has been cleaned by the maid. E) OCCUPIED DIRTY (OD) • Guest room that is occupied, which means guest is in the room but the room has not been cleaned by the maid. F) OCCUPIED CLEAN INSPECTION (OCI) • Guest room that is occupied, which means guest is in the room and the room has been cleaned by the maid and inspected by the floor supervisor. G) OUT OF ORDER (OOO) • Guest room that is being blocked for sale because of maintenance problem. Will be on sale once problems being rectified. H) DO NOT DISTURB (DND) • Guest room that cannot be disturbed because the guest needs privacy. They normally hang a DND card at the door knob.

CODE NO. I551-002-3:2017-C02/IS(3/18) Page : 6 Of 11 Figure 6 : Example of room status report

CODE NO. I551-002-3:2017-C02/IS(3/18) Page : 7 Of 11 3. TYPE OF GUEST (BUSSINES MIX) A) FREQUENT INDEPENDENT TRAVELLERS (FIT) • Travellers who make their own travel arrangements and purchase the accommodation independently. This type of traveller is not usually looking for an accommodation package i.e. full board or half board. Only breakfast is necessary. B) CORPORATE • Corporate business travellers whose companies make frequent bookings and usually receive reduced, contract rates. C) GOVERNMENT • Government officials/staff that travels to hotels and receive special rates. They may travel for business or leisure. D) AIRLINES • The airlines that bring in their passengers as hotel guests because of unforeseen circumstances for example delayed flights and changes in flight schedules. E) GROUP INDEPENDENT TRAVELLERS (GIT) • Group of tourists who travel together on package tours. Their expenditure is usually lower as they tend to budget their spending allowance. Accommodation and meals usually booked in advance through travel agents. F) MEETING, INCENTIVE, CONVENTION AND EXHIBITION (MICE) • Hotel guests that consist of Trade delegates for a particular MICE activities in the area.

CODE NO. I551-002-3:2017-C02/IS(3/18) Page : 8 Of 11 G) ROYAL/ PUBLIC FIGURES • This type of guest must be considered as VVIP (Very, very important person/guest). Special request should be considered and followed strictly. 4. TYPE OF ROOM RATES A) PUBLISHED/RACK • The standard rate for the room, with no meals, discounts or reductions. B) DAY USE • The rate for the room that is being used during daytime, on the same day before 1800 hrs or not more than 6 hours usage. C) CORPORATE • The standard rate charged for executive personnel from businesses and industrial corporations, who are regular guests. D) GOVERNMENT • The rate that is being given to all government staffs and they should provide the government identification card as proof. E) TRAVEL AGENT • The rate that has been negotiated and agreed upon between the hotel and travel agents provided certain number of room nights being honoured in a year. F) CONVENTION • The rate for group seminar and functions agreed by the hotel and the organiser. Normally includes food and beverages. G) PROMOTIONAL • The special rate to promote the hotel rooms at a special rate and during specific time period.

CODE NO. I551-002-3:2017-C02/IS(3/18) Page : 9 Of 11 H) SEASONAL • The special rate only given during specific time for example weekends and holidays.

CODE NO. I551-002-3:2017-C02/IS(3/18) Page : 10 Of 11 QUESTIONS: 1. List three (3) type of basic guest room. __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. What is mean by “out or order”? _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. What are step that the staff need to do before offering room to the guest? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. List two (2) type of guest that frequently check in to the hotel. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. Explain the purpose of the understanding type of guest in Front Office Department _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

CODE NO. I551-002-3:2017-C02/IS(3/18) Page : 11 Of 11 REFERENCES: 1. https://blog.capterra.com/guest-request-management-the-most-overlooked-hotelmanagement-technology/ 2. Elizabeth Grey. 1970. Jill Kennedy: Telephonist. Hodder General Publishing Division. ISBN: 0340103965, 9780340103968 3. Drake International. 1987. Receptionist and Telephonist Techniques. Drake 4. https://study.com/academy/lesson/what-is-cash-float-definition-types.html

PROGRAM CODE & NAME I551-002-3:2017 FRONT OFFICE OPERATION LEVEL L3 PROGRAMME CODE, COMPETENCY UNIT CODE AND TITLE I551-002-3:2017 - C02 FRONT DESK OPERATION WORK ACTIVITIES NUMBER AND STATEMENT 1. PREPARE FRONT DESK OPERATION REQUIREMENT 2. TAKE OVER CASH FLOAT 3. ASSIGN ROOM TO ARRIVAL GUEST 4. HANDLE GUEST ARRIVAL ACTIVITIES 5. CARRY OUT BUCKET CHECK DUTIES (NIGHT SHIFT) 6. CARRY OUT GUEST DEPARTURE ACTIVITIES 7. CARRY OUT CASHIERING ACTIVITIES 8. ASSIST DURING EMERGENCY SITUATION CODE NO. I551-002-3:2017- C02/IS(4/18) Page : 1 Of 12 TITLE: INTRODUCTION TO RESERVATION PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding guest room reservation in Front Office Department KOLEJ YAYASAN NEGERI SEMBILAN GENTAM, 72000 KUALA PILAH NEGERI SEMBILAN NO. TEL : 06-4811 225 INFORMATION SHEET

CODE NO. I551-002-3:2017-C02/IS(4/18) Page : 2 Of 12 INFORMATION : 1. RESERVATION The term ‘reservation’ used in the context of a hotel, means the booking or reserving of a room (accommodation) by a guest. Reservations leads to reserving of a particular type of room for a particular guest for a given period of time. It also gives the guest the first impression of the hotel. Reservations involve activities which do not take place in front of the guests. The entire front office activities start the moment an enquiry or request regarding accommodation is made at the reservations. 2. FUNCTION OF RESERVATION Reservations plays an important role from guest perspective. Reservation desk performs the following functions : a) Makes bookings • means booking of a hotel room for a guest or a group of guests for a specific number of days for a set tariff or rate. • This ensures that a room will be available to the guest on his arrival to the hotel. • The guest will arrive to use the room which has been booked by him b) Amends existing bookings • means changing an existing reservation. The change could be for: 1. Date (arrival or departure) 2. Type of room 3. Number of guests 4. Number of rooms c) Cancels bookings • means removing an existing reservation on request of the person who may have made the reservation. d) Gives hotel information • Reservations also gives important information to guest regarding: 1. Room Types 2. Room Rates or tariff 3. Hotel facilities

CODE NO. I551-002-3:2017-C02/IS(4/18) Page : 3 Of 12 3. RESERVATION DETAIL’S Guest Personal details include in the guest reservation form. The guest with a reservation simplifies the registration process. The establishment normally collects the required customer details on the reservation created at the time of reservation, thereby making the registration information appear to be a repeat of the detail previously recorded. This is the example of the personal details: (refer to the form below) Figure 1 : Guest booking a) Guest’s name • Guest surname, first and middle name and title must be determined correctly upon registration. If not, the guest’s bill, telephone messages other documentation will all have their documentation will all have their names wrongly spelt. Thus, giving the guest a bad impression. With the correct surname, telephone calls for guests can be easily traced. In the event of guest having an alias, a cross reference should be created. b) Contact details • A local contact telephone or fax number is use full for confirming details. example : billing details c) Contact person • A guest contact person is important to do the follow up for booking transaction

CODE NO. I551-002-3:2017-C02/IS(4/18) Page : 4 Of 12 d) Company’s name • If the guest bills are to be settled by their company, the company name should be checked against the approved credit facility list of the hotel. The guest status in a company or country is important for the VIP report. e) Country of origin • A destination details that describes where the guest came from to do the statistic report. Example: guest from the Australia, United Kingdom etc. f) Address • should be properly filled in. residential address needed to enable the hotel to forward any mails, outstanding bills, items accidentally left behind g) Nationality • It is useful when compiling information on the statistics of the nationality of the guest. h) Gender • Characteristics used to distinguish between males and females. As an example the guest make a reservation through email, they need to inform their gender.

CODE NO. I551-002-3:2017-C02/IS(4/18) Page : 5 Of 12 4. RESERVATION SOURCES a) Phone calls • The most common method of making reservation. Guest may telephone the hotel directly. Figure 2: Telephone b) Fax • Copy of reservation from individual or group by an electronic system using telephone lines. Figure 3 : Fax Machine c) Email • Latest technology using internet connection. Example : Yahoo mail, Hotmail , Gmail

CODE NO. I551-002-3:2017-C02/IS(4/18) Page : 6 Of 12 Figure 4 : Screenshot Of Email d) Internet booking • Method of making reservation through hotel website. Figure 5 : Screenshot Of Internet Booking e) Walk-in • Walk in guest are those who are arrive at the hotel without any reservation. Usually, the guest will be asked in advance, for the cost of at least one night’s accommodation.

CODE NO. I551-002-3:2017-C02/IS(4/18) Page : 7 Of 12 Figure 6 : Walk-In Guest 5. TYPE OF GUEST RESERVATION There’s a two types of reservation which is a) Guaranteed reservation b) Non-guaranteed reservation a) Guaranteed Reservation The hotel promises to hold the guest room until the check out time of the day following the date of the arrival. In return, the guest guarantees to pay the room even if it is not used unless the reservation is cancelled according to the hotel’s cancellation procedures. The hotels will not loss the revenue from the room sale if the guest does not turn up. on other words, guaranteed reservation protect the hotel from “no show” ( guest who make a room booking but do not arrive or cancelled it) Variations of guaranteed reservation include: i) Pre-Payment • This is the most desirable form of guaranteed reservation because the guest will make full payment before the day of arrival.

CODE NO. I551-002-3:2017-C02/IS(4/18) Page : 8 Of 12 ii) Credit Card Guarantee • The most common form of the group reservation. if the guest fails to turn up, the hotel will charge the guest’s credit card account. The card company will then bill the card holder unless the reservation is properly cancelled before a stated cancellation time. Figure 7 : Credit Card iii) Letter Of Undertaking • A letter of undertaking is an assurance by one party to another party that they will fulfill the obligation that had been previously agreed on, but not written into a contract. For example, Mr Azrul from Assassin Sdn Bhd wishes to hold a WIM workshop in the hotel so Assassin Sdn Bhd would issue a letter of undertaking to the hotel stating their intentions. iv) Travel Agent Voucher • Travel agency through their travel agents, normally requests a reservation on behalf of the guests. This type of group reservation is also known as a guaranteed reservation. the hotel generally bills the travel agency for payment in the case of no show • Travel agency will take prepayment from the guests and send confirmation to the hotel. Guests will also get accommodation vouchers to bring to the hotel when checking in. hotel will give travel agents commission for their service recommendation.

CODE NO. I551-002-3:2017-C02/IS(4/18) Page : 9 Of 12 Figure 8 : Example Of Vouchers b) Non-Guaranteed Reservation • The hotel agrees to hold the guest’s room until a stated reservation cancellation time, normally up to 6 pm on the day of arrival. the guest simply agrees with the reservation and confirmed that they arrive, thus this type of reservation does not guarantee that the property will receive payment. • However, the hotel is free to release the room, if the guest does not arrive by the cancellation time. If the guest arrived after the cancellation time, the hotel will accommodate the guest if a room is available.

CODE NO. I551-002-3:2017-C02/IS(4/18) Page : 10 Of 12 6. GUEST ROOM PREFERENCES a) Food Preference (Vegetarian, Kosher) • Some guest has special preference about their food consumption normally because of religion and cultural beliefs. GSA should be alert about this as not to insult them. b) Smoking/Non Smoking Floor • Some guests are very particular when choosing smoking or non smoking floor because of health reason. c) Ladies Floor • This particular floor is especially dedicated for ladies only to ensure their safety and security. d) Room Views • Some guests have preferences when choosing the view for their room for example garden view and sea view.

CODE NO. I551-002-3:2017-C02/IS(4/18) Page : 11 Of 12 QUESTIONS: 1. List three (3) of reservation detail’s. __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. What is mean by “non- guaranteed reservation”? _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. What is mean by “guaranteed reservation”? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. List two (2) type of guest preferences. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. Explain the purpose of the asking for guest detail in creating guest reservation. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________