CODE NO. I551-002-3:2017-C02/IS(9/18) Page : 5 Of 8 3. Registration form Important notice : upon completion of the registration form, Person incharge must hand down their signature as a proof of the guest have been checked in. Figure 4 : Guest Registration Form
CODE NO. I551-002-3:2017-C02/IS(9/18) Page : 6 Of 8 4. Official receipt Important notice : the item for “being payment for/to” must be write celar whether the payment for deposit, room price, refund of deposit or other services being the guest during his stay to avoid mischarges in the system. Figure 5 : Official receipt
CODE NO. I551-002-3:2017-C02/IS(9/18) Page : 7 Of 8 5. Credit card Credit card have variety of slip that we can compile whether for the guest or for the hotel. Below are the example of slip that we can acquired through the credit card terminal machine : a) Authorization slip b) Sale slip c) Void slip d) Settlement slip
CODE NO. I551-002-3:2017-C02/IS(9/18) Page : 8 Of 8 QUESTIONS : 1. What is mean by “inhouse guest”? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. List two (2) importance of compiling guest document into guest folios. _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. Explain the purpose of “authorisation slip” . _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. list two (2) sources of reservation form. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. List three (3) types of credit card slip _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ REFERENCES : 1. https://www.wisdomjobs.com/e-university/hotel-front-office-management-tutorial369/front-office-interaction-with-other-departments-in-the-ho-13038.html 2. www.google.com.my
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(10/18) Page : 1 Of 6 TITLE: NIGHT AUDIT PREPARATION PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding night audit preparation process 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(10/18) Page : 2 Of 6 PENERANGAN / INFORMATION : 1. INTRODUCTION TO NIGHT AUDIT In a hotel’s 24/7 business environment, guests check-in and checkout at all hours and pay their bills either through cash or cards. At the end of the business day, hotels need to properly record and reconcile guest folios and their transactions. Purpose of the night audit process is to do the same by collating revenue against various revenue heads. To be precise, hotel night audit evaluates and closes daily cash flow into and out of the hotel’s account. Also referred to as the end-of-day process, it ensures the rollover from one business day to the next day. a) Night audit functions as below : ➢ Ensures rollover from one business day to the next day ➢ Reconciles all front office cash counters/accounts ➢ Verifies posted entries to guest/non-guest accounts ➢ Resolves room status and rate discrepancies ➢ Most importantly, generates several MIS reports called night audit reports Figure 1 : Auditing Report
CODE NO. I551-002-3:2017-C02/IS(10/18) Page : 3 Of 6 2. NIGHT AUDITOR RESPONSIBILITIES AND REQUIREMENT Night Auditor responsibilities include checking in guests, handling their requests and taking reservations. The Night Auditor also reconciles all accounts, processes invoices and prepares paychecks. 2.1 Responsibilities • Check in guests, answer phones and take reservations • Respond to guest complaints, requests and emergencies • Process invoices, post checks to vendors and distribute employee checks • Reconcile accounts • Balance the cash drawer and log receipts • Investigate and resolve out-of-balance accounts • Keep accurate financial records and ledgers • Help prepare for forecasts and audits 2.2 Requirements • Proven experience as a Night Auditor or in a similar role, preferably in the hospitality industry • Experience with accounting and facilities management software • Excellent math skills • An eye for detail • Good problem-solving skills • Strong customer service skills • The ability to multitask • Strong written and verbal communication skills • Availability to work overnight
CODE NO. I551-002-3:2017-C02/IS(10/18) Page : 4 Of 6 3. BUCKET CHECK DUTIES PROCEDURES Night audit is a mandatory process for hotels of all sizes, categories and services. The most convenient time to perform night audit is between the late evening and early morning – just after the business day closes. This is the time when most revenue centres and POS outlets at a hotel are closed, making it the ideal time to perform night audit. This helps the front office personnel, also called night auditor to initiate and finish the night audit process with minimal interruption. For the night auditor, some of the steps in the night audit process are – a) Total outstanding charge posting Hotel night auditor needs to ensure that all guest transaction happened in a day are correctly captured, charged and posted to guest accounts. b) Reconcile room status The night auditor must evaluate and analyse a particular day’s occupancy report and the housekeeping room status report to find out the correct occupancy status of a hotel. c) Verify room rates It is mandatory to compare guest registration records with room reports to ensure rack rate and actual rates are the same. d) Verify no-shows of the day By verifying no-shows of the day in the front office console, the night auditor ensures that the no-show bills are duly charged, and the rooms are marked as ‘available’ for future dates.
CODE NO. I551-002-3:2017-C02/IS(10/18) Page : 5 Of 6 e) Balance all departmental accounts This process of balancing all revenue centre accounts is called ‘Trial Balance’ that helps in accurately posting the day’s room and tax charges. The night audit process can be done manually – by pen and paper, or by using a hotel property management system (Hotel PMS). While doing the same by pen and paper is a time-consuming and tedious process that leads to multiple errors, a Hotel PMS efficiently automates the whole process.
CODE NO. I551-002-3:2017-C02/IS(10/18) Page : 6 Of 6 QUESTIONS : 1. What is mean by “night audit”? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. List two (2) night audit function. _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. Explain step in settling bucket check duties for Night Audit. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. List three (3) night audit responsibilities. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. List three (3) night audit requirement. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ REFERENCES : 1. https://www.wisdomjobs.com/e-university/hotel-front-office-management-tutorial369/front-office-interaction-with-other-departments-in-the-ho-13038.html 2. https://www.hotelogix.com/blog/2019/07/01/what-is-night-audit-and-procedure-toget-it-done-with-cloud-hotel-pms/
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(11/18) Page : 1 Of 7 TITLE: GUEST DEPARTURES ACTIVITIES PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding guest departure process 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(11/18) Page : 2 Of 7 INFORMATION : 1. GUEST DEPARTURES ACTIVITIES Check out and settlement are part of the final stages of the guest cycle. It is the final phase of the guest cycle and examines the various activities involved in checkout and settlement. Check out involves the front desk as also other departments such as housekeeping, bell desk, cashier’s desk, Point of sales etc. Main areas for a checkout are the bell desk and the cashier. a) The Front Office performs at least 3 important functions during the checkout and settlement process. • It resolves outstanding guest account balances. • It updates room status information • It creates guest history records. If Front Office Personnel have collected and posted guest late charges in an appropriate and timely manner, then the guest checkout can proceed without any bottle necks. However, when the cashier or front desk clerk must make several phone calls to the restaurant, gift shop, and switchboard to verify charges, delays and disputes can occur. Figure 1 : Checkout signage
CODE NO. I551-002-3:2017-C02/IS(11/18) Page : 3 Of 7 2. THE GUEST CHECKOUT INVOLVES THE FOLLOWING STEPS a) Guest requests checkout. b) Desk clerk inquires about quality of products and services. When the guest arrives at the front desk to check out, the cashier should inquire about the guest’s satisfaction with the accommodations, food and beverages, and miscellaneous services provided by the hotel. Cashiers should be alert to possible problems. Because guests often do not verbalize complaints or compliments, all lodging properties should have guest feedback form available as an optional source of communication. Figure 2 : Feedback Form
CODE NO. I551-002-3:2017-C02/IS(11/18) Page : 4 Of 7 c) Guest returns key to desk clerk. Lodging properties that use a hard - key system must request the return of the hard key. The security of the guest as well as the financial investment in the hard - key system mandates that this procedure be a part of the guest checkout. Guest security is jeopardized if keys are lost or not returned. Figure 3 : Key Card Collection d) Reviews charges and payments. In a front office with a PMS, the cashier uses the folio option of the checkout module to retrieve the electronic folio by entering the guest’s name or room number. A hard copy is printed for the guest. The guest and the cashier should both review the folio. The cashier reviews the obvious charges: room fee and tax for the number of nights spent in the hotel (day of arrival through last night), incidentals (such as movie rental, personal phone calls, or purchase sat the gift shop) paid for by the individual rather than a corporation, and the like. The cashier must inquire if late charges were incurred at the restaurant or any other hotel department or if any last - minute phone calls were made. The guest must also be shown a copy of the folio for a final review. The front office manager should provide cashiers with a list of procedures to follow if charges are questioned. Typical questions concern charges for phone calls that were not made, meals that were not eaten, gifts that were not purchased, flowers that were not received, laundry that was not sent out, or in - room movies that were not viewed. Using the list provided by the front office
CODE NO. I551-002-3:2017-C02/IS(11/18) Page : 5 Of 7 manager, the front desk clerk or cashier may adjust these charges up to a certain dollar amount. Type of guest charges as below : • Early Check-In/ Late Check-Out • Mini Bar • Laundry • Room Service • Food And Beverages • Internet/Phone • Business Centre • Spa e) Confirm mode of payment/settlement Types Of Settlement There are two types of settlement: I Personal Account II Company Account O Company O Travel agent Personal account Guest pays the bill on their departure with : ➢ Cash-local ➢ Currency foreign exchange ➢ Travellers cheque ➢ Credit cards Company Accounts Those accounts which are not settled directly by guest but are settle by: i. Company ➢ Letter of undertaking ➢ Local order
CODE NO. I551-002-3:2017-C02/IS(11/18) Page : 6 Of 7 ii. Travel agent Travel agent voucher arise when the guest pay with as the agency for his food and accommodation in advance. One copy goes to the hotel to confirm the booking and other is given to the guest for him/ her to present to the hotel when he/she register. Group tours organized by travel agent are often paid for by group voucher. The tour organizer is generally expected to agree the number of person or meals period to arrival. NO EXAMPLE VOUCHER 1. Travel Agent Voucher 2. Others Travel Agent Voucher
CODE NO. I551-002-3:2017-C02/IS(11/18) Page : 7 Of 7 QUESTIONS : 1. What is mean by “guest departures”? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. List two (2) the importance of checkout process. _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. Explain step after collecting key card from the checkout guest. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. list three (3) type of settlement for guest who came on behalf of their company. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. List three (3) type of settlement for guest who came on their own. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ REFERENCES : 1. https://www.wisdomjobs.com/e-university/hotel-front-office-management-tutorial369/front-office-interaction-with-other-departments-in-the-ho-13038.html 2. https://www.wisdomjobs.com/e-university/hotel-front-office-management-tutorial369/guest-checkout-procedure-13085.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(12/18) Page : 1 Of 6 TITLE: TAX INVOICE PREPARATION PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding tax invoice preparation process 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(12/18) Page : 2 Of 6 INFORMATION : 1. TAX INVOICE / GUEST FOLIO / BILL Businesses need to charge various taxes (HST, GST and VAT) from their customers on the products and services and report it to the government. A tax invoice is issued by one registered vendor to another to get input tax credit. It is just a summary invoice that can be used for GST/HST whether you report monthly, quarterly, or annually. A tax invoice must be issued when your customer is GST registered. 1.1 A tax invoice may consist of the following details: • Contains the words “Tax Invoice” • Name, address and contact details of the seller • Invoice Number • Date of issue of the invoice. • Name and Address of the buyer • Tax Identification Number • The quantity of goods/services • The price per unit • Total amount including taxes • Tax charged for each item • Payment details 1.2 Differences between invoice and receipt Invoices and receipts are generated by sellers and vendors and issued to buyers, customers or clients. While the information on a tax invoice and a receipt may be similar, a tax invoice is not a receipt. An invoice is a request for payment for a sale of goods or services provided by the seller to the customer. It includes prices, credits, discounts, taxes and total due.
CODE NO. I551-002-3:2017-C02/IS(12/18) Page : 3 Of 6 Figure 1 : Sample Of Tax Invoice
CODE NO. I551-002-3:2017-C02/IS(12/18) Page : 4 Of 6 A receipt, on the other hand, is documentation that payment has been made to finalize a sale. It serves as proof of ownership in most cases. It lists goods or services, prices, credits, discount, taxes, the total amount paid and method of payment. Figure 2 : Sample Of Hotel Receipt 1.3 Tax invoice purposes The requirement for tax invoices is different in varying countries implementing GST. A tax invoice is necessary for the following purposes: • To support a registered person’s claim for the deduction of input tax incurred on his standard rated purchases • To determine the supplies that should be included in the taxable period • Determine the time in which the claim for input tax can be made based on the tax invoice received from his supplier • The date of the tax invoice will define when the input tax is to be accounted for
CODE NO. I551-002-3:2017-C02/IS(12/18) Page : 5 Of 6 2. TAX INVOICE PREPARATION REQUIREMENT To issue a tax invoice, the person in-charge need to have exact guest folios that contain supporting document such as reservation form, registration form,receipt and any extra charges or any consumption made by the guest during their stay. Issuing tax invoice are based on guest mostly, for the guest who do not request will be given normal hotel receipt (billbook). Nowadays , tax invoice can be printed out through the system, but Front Desk staff need to be detailed to avoid mischarges. To issues a tax invoice certain detail need to be check thoroughly over the hardcopy of the document and over the system. Front desk incharge need to put exact amaunt that have been charge to the guest include tax. 2.1 Step in creating tax invoice are as follow : I. Retrieving guest folios that contain supporting document such as below : ▪ Reservation form ▪ Registration form ▪ Receipt ▪ Other guest consumption (in the form of receipt) II. Reviewing and comparing each charges againt the system III. Point out charges that have been charge to guest such as below : ▪ Room rate ▪ Deposit ▪ Tax ▪ Extra charges (if had) IV. Input those charges into the invoice format V. Print it out and ask the guest signature and also the Front Desk incharge signature as a proof the transaction is valid and can be used by othe party.
CODE NO. I551-002-3:2017-C02/IS(12/18) Page : 6 Of 6 QUESTIONS : 1. What is mean by “tax invoice”? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. List two (2) detail that contain in the tax invoice form. _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. Explain step need to be done after reviewing guest charges. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. list three (3) charges that need to be in the tax invoice. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. Explain the differences between tax invoice and hotel receipt. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ REFERENCES : 1. https://www.freshbooks.com/hub/invoicing/tax-invoices 2. https://agodapropertypartnerhelp.zendesk.com/hc/en-us/articles/360044087734- How-to-Issue-Tax-Invoice-
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(13/18) Page : 1 Of 9 TITLE: CURRENCY FOREIGN EXCHANGE PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding currency foreign exchange 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(13/18) Page : 2 Of 9 INFORMATION : 1. INTRODUCTION TO CURRENCY FOREIGN EXCHANGE Hospitality industry deals with guests all over the world. That’s why foreign currency transaction in hotel or restaurant is one of the most frequent tasks. The tourism business of any country is the most important source for integrating foreign currency in the country. Therefore the Government closely monitors all foreign currency that has taken place in the country. Government introduces a strict system of checks and records for the foreign currency which is extended by hotels as well. Figure 1 : Multitypes Of National Money
CODE NO. I551-002-3:2017-C02/IS(13/18) Page : 3 Of 9 2. CURRENCY FOREIGN EXCHANGE REQUIREMENT A Hotel has to follow the following steps in order to exchange the foreign currency: • A hotel has to obtain a license to exchange foreign currency. • To exchange foreign currency, there has to be authorized personnel to deal foreign exchange transactions. For example, the front office cashier. • Foreign exchange is done only in local currency. • The rates of exchange must be exhibited significantly at the exchange point. Central bank governed the exchange rates and the updates the exchange rate on a daily basis. • Hotel will extend foreign currency exchange only for resident guests of the hotel. If the non-resident guests want to exchange foreign currency then they may have to go to exchange bureaus and banks to exchange their currency. Figure 2 : Example Of Money
CODE NO. I551-002-3:2017-C02/IS(13/18) Page : 4 Of 9 3. TYPE OF CURRENCY FOREIGN EXCHANGE (GLOBALLY) Below are the example of commonly received and exchangeable currency commonly received in hotel’s both Western and Asian country’s. Western Country Example UNITED STATES OF AMERICA (USD) EUROPEAN EURO (EUR) CANADIAN (DOLLAR) BRITISH POUND (GBP) AUSTRALIAN / NEW ZEALAND (DOLLAR)
CODE NO. I551-002-3:2017-C02/IS(13/18) Page : 5 Of 9 Asian Country Example JAPANESE (YEN) INDONESIAN (RUPIAH) INDIA (RUPEE) SINGAPORE (SGD) CHINA (YUAN) THAILAND (BAHT) Figure 3 : Type Of Currency
CODE NO. I551-002-3:2017-C02/IS(13/18) Page : 6 Of 9 4. STANDARD OPERATING PROCEDURES IN HANDLING FOREIGN CURRENCY EXCHANGE Currency Exchange or Traveller's cheques exchanged facility is only provided to the in-house guests or guests with reservation . Hotels are normally not authorised to exchange the currency other than to the local currency. Most hotels won't allow currency exchange facility for the passer-by guests. • Immediately offer the guest the exchange rate and get the Front office cashier to assist guest. • Ask the guest how much foreign currency he would like to convert. • Depending upon the amount mentioned by the guest, provide the guest with estimated cash out. • Use a Calculator for the estimated calculation and offer the guest for verification. • After the guest agrees to the foreign currency calculation, collect sufficient amount which needs to be converted. • Count the foreign currency using the fake note detector or check the currency/traveller's cheque manually. • Open the Currency Exchange module on your front desk software or hotel software. • Enter the guest details like guest name, room no, passport no etc. (Normally on the front desk software as soon as you enter the guest room number all required guest details will be populated automatically) • Enter the amount collected from the guest as 'We Buy' and select the corresponding currency to exchange. • For Example: If the guest want to exchange $100 then, Enter 100.00 under We Buy amount and Currency as 'US Dollar' • The 'We sell' currency is always the local currency. • Commit the currency exchange process and print the Forex receipt. • Get the guest to sign on both the copy of the forex/currency exchange receipt. • The front desk cashier should also countersign on the receipt. • Count and handover the money in local currency to the guest. • Place the exchange receipt inside an envelope and hand over the same to the guest.
CODE NO. I551-002-3:2017-C02/IS(13/18) Page : 7 Of 9 • Wish the guest thank you (Thank you Mr.Roger, Have a nice evening) after the currency exchange process is completed. 4.1 Thing’s to take note : Always convert the currency to local currency before taking in a room deposit. Foreign currency is not accepted for room deposit and the same need converted to local currency. (As per hotel's policy) Key in a reservation comment and traces in the system or guest folio to indicate that room deposit had been collected. The traces will help to catch the attention of the receptionist who’s doing the extension of stay for the guest the next day or the day that he’s supposed to check out.
CODE NO. I551-002-3:2017-C02/IS(13/18) Page : 8 Of 9 4.2 Important things to note while exchanging Travellers Cheques: • Only accept the traveller's cheque / TC while watching the customer sign on space provided at the left signature line. • Do not accept the pre-signed traveller's cheque. • Take the ID proof from the guest and match the signature with the signature done in front of you. • Closely inspect the surface behind the signature for signs of smudged or missing micro printing or brown discolouration this indicates that the signature was erased etc. • Hold the cheque to light or bright window to reveal a watermark image on the face of the cheque. • If there is no watermark then it's a clear indication that the same could be fake. • Like currency, there would be a holographic thread running through the width of the cheque while you are holding it to the light. • The front office cashier should be trained in checking and verifying traveller's cheque and appropriate regular refresher training need to be arranged. • Anytime you are unsure about a traveller's cheque, contact the traveller's cheque issuer toll-free number directly for cross verification.
CODE NO. I551-002-3:2017-C02/IS(13/18) Page : 9 Of 9 QUESTIONS : 1. Who is responsible for handling foreign currency exchange? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. How to verify if the traveller’s cheques is genuine or not? _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. Give three (3) example of Western Country currency. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. Give three (3) example of Asian Country currency. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. Explain the things that important before executing Foreign Currency Exchange. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ REFERENCES: 1. https://setupmyhotel.com/train-my-hotel-staff/how-to-define-sop-in-hotels/frontoffice-sop/721-foreign-currency-exchange.html 2. https://www.google.com/
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(14/18) Page : 1 Of 6 TITLE: HOTEL REVENUE (PROFIT) PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding on managing hotel revenue (profit) in daily operation. 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(14/18) Page : 2 Of 6 INFORMATION : 1. INTRODUCTION TO REVENUE Revenue is the total amount of income generated by the sale of goods or services related to the company's primary operations. Revenue, also known as gross sales, is often referred to as the "top line" because it sits at the top of the income statement. Income, or net income, is a company's total earnings or profit. When investors and analysts speak of a company's income, they're actually referring to net income or the profit for the company. Figure 1 : Revenue Equals To The Sale Of Goods And Services
CODE NO. I551-002-3:2017-C02/IS(14/18) Page : 3 Of 6 2. TYPE’S OF REVENUE IN HOTEL Hotels have perishable inventory. If a room stands empty for the night, the opportunity to earn revenue from renting it out is gone and can't be recouped. It's similar to the airline industry. Tickets can't be sold for a flight that has already taken off. Revenue in hotels is generated from certain Department in hotel’s as follow : Figure 2 : Revenue Chart
CODE NO. I551-002-3:2017-C02/IS(14/18) Page : 4 Of 6 3. REVENUE INTREPRETATION Hotels are a veritable beehive of activity; when you take into account the numerous channels reservations can be processed through, the amount of customer information that is collected, and the many on-site operations including amenities, room service, and staff. 3.1 REVPAR RevPAR stands for revenue per available room, and is one of the most common and important metrics for your hotel. It is an easy way to visualise the revenue that is being generated by specific market segments in your destination. Ultimately, this metric provides a glimpse into the number of rooms that are being sold at a hotel and how much revenue is being generated from those bookings. It allows you to evaluate one component of your overall revenue management strategy. i. RevPAR calculation’s It’s quite easy to calculate RevPAR. Simply multiply your average daily rate (ADR) by your occupancy rate. For example if your hotel is occupied at 70% with an ADR of $100, your RevPAR will be $70. Figure 3 : Revpar Calculation’s (Adr Method) The other way to calculate it is by dividing the total number of rooms available in your hotel with the total revenue from the night. In a 300 room hotel, 70% occupancy equals 210 rooms occupied. Multiply that by 100 and you will get $21,000 as your total room revenue. Divide $21,000 by the total number of rooms available (300) and you’ll have your $70 RevPAR. Figure 4 : Revpar Calculation’s (Room’s Method) (HOTEL OCCUPANCY) X (AVERAGE DAILY RATE) (TOTAL ROOM //TOTAL OCCUPANCY) X 100 = / TOTAL ROOM =
CODE NO. I551-002-3:2017-C02/IS(14/18) Page : 5 Of 6 To calculate your property’s annual RevPAR, simply take your rooms available multiplied by 365 days in a year. So with the 300 room property above, the annual room nights available is 109,500. That’s a lot of room nights to yield and optimise! Figure 5 : Revpar Calculation’s (Annual) 3.2 ADR ADR stands for average daily rate and simply relates to the price of your hotel rooms across your sold inventory. Specifically it is calculated using the amount of revenue earned and the number of rooms sold to give you an average rate. As stated previously ADR is very different to RevPAR, since ADR simply indicates the price of your rooms while RevPAR will tell you how much money you yield from each room, sold or not i. ADR calculation’s To find out what the ADR is for your hotel divide the revenue earned from your rooms by the amount of rooms sold. For example $3850/35 rooms sold for one night = ADR of $110. In this instance the hotel has 50 rooms so while the average daily rate is $110, the RevPAR would be $77 because only 70% of the rooms were sold. Figure 6 : Adr Calculation’s (TOTAL ROOM) X TOTAL DAYS IN YEAR (365 DAYS) = TOTAL ROOM REVENUE (RM) / TOTAL ROOM :
CODE NO. I551-002-3:2017-C02/IS(14/18) Page : 6 Of 6 QUESTIONS : 1. What is mean’s by revenue? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. What are the purpose of counting hotel’s revenue? _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. Give three (3) example of Front Office revenue. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. Give three (3) example of other hotel’s revenue. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. Explain on how to calculate Revpar using the method of room calculation. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ REFERENCES : 1. https://www.siteminder.com/r/calculate-revpar/#adr-hotel
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(15/18) Page : 1 Of 9 TITLE: PAYMENT POSTING PURPOSE : The purpose of these Information sheet are to give explanation and understanding regarding on posting payment on guest account through the system and hardcopy files of guest folios. 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(15/18) Page : 2 Of 9 INFORMATION : 1. INTRODUCTION TO POSTING As mentioned earlier, processing guest charges and payments is referred to as “posting” (increasing and decreasing assets and liabilities). Posting adds or subtracts guest charges and payments to the guest’s individual account. Again, the accurate and timely posting of guest charges and payments is important in maintaining accurate financial records, as the guest may decide to check out at any time during the day and will require an accurate statement of transactions. Posting charges and payments in a hotel with a PMS greatly increases the accuracy of the posting. Each of the PMS posting module options, as listed in Figure, allows the front desk clerk to post the various charges and payments that a guest incurs during his or her stay. With relative ease, the guest’s electronic folio can be updated at the time of purchase of various goods and services. Figure is an example of an electronic folio to which charges and payments have been posted with a PMS. Figure 1 : Receptionist
CODE NO. I551-002-3:2017-C02/IS(15/18) Page : 3 Of 9 2. CREDIT CARD’S Credit cards now represent one of the main method by which bills are settle. Normally the credit cards that re accepted by the hotels are: 1. Visa 2. MasterCard 3. America Express (AMEX) 4. Diners Club International (Diners) 5. JCB card (Japan Credit Bureau) NO EXAMPLE CREDIT CARDS 1 Visa (Debit) 2 Mastercard 3 American express (AMEX) 4 Diners Club International (Diners)
CODE NO. I551-002-3:2017-C02/IS(15/18) Page : 4 Of 9 5 JCB card (Japan Credit Bureau) a) Credit card terminal machines A payment terminal allows a merchant to capture required credit and debit card information and to transmit this data to the merchant services provider or bank for authorization and finally, to transfer funds to the merchant. The terminal allows the merchant or their client to swipe, insert or hold a card near the device to capture the information. They are often connected to point of sale systems so that payment amounts and confirmation of payment can be transferred automatically to the merchants retail management system. Terminals can also be used in stand alone mode, where the merchant keys the amount into the terminal before the customer present their card and personal identification number (PIN). Figure 2 : Credit Card Terminal Machine
CODE NO. I551-002-3:2017-C02/IS(15/18) Page : 5 Of 9 b) Type of charges can be found in credit card terminal machine ➢ SALES • Credit card sales are when customers pay for a product or service with a credit card. Payments to your business come from the customer’s credit card company, not the customer directly. ➢ VOID • A void is a cancellation or deletion of a transaction before the transaction settles (i.e., the credit card is never actually charged, and your client should not see the charge at all on their statement). • A refund is a reversal of a transaction that has already settled. ➢ SETTLEMENT • The act of “settling” or “batching” your transactions references the capture step above, and is when you capture all of your day’s sales. When you process sales throughout the day (either through a terminal or a payment gateway), those transactions are authorized in real-time ➢ AUTHORIZATION • Credit card authorization is an approval that the customer has sufficient funds on their card to pay for the transaction. ... If there are enough funds to cover the cost of the sale, the authorization hold is placed on the customer's account, so the credit line is reduced by the amount of the sale.
CODE NO. I551-002-3:2017-C02/IS(15/18) Page : 6 Of 9 3. POSTING OF PAYMENT 3.1 Cash payment Cash payment made at front desk is posted as credits to a guest or nonguest account and decrease the balance of the accounts. Front office may use a cash voucher to support such transaction. Cash payments transactions which take place at front desk create entries on an account folio Cash payment to settle an account pre pay accommodations also affect front account balances. Guest registered and pay cash in advance for accommodations may be provided a copy of his or her folio as proof of payment • Cash is paid for goods or services at a location other than the front desk • No entry appears on the account folio • Account for his transaction is created, increased, settled and closed at the point of sale ( POS ) • There by eliminating the need for front office documentation or posting 3.2 Ledger A ledger is a collection of the same type of accounts. The front office ledger has a collection of folios. There are normally two (2) ledgers maintained by the front office such as : • Guest ledger : contains all the folio entries of resident guest. • City ledger : contains all the folio entries of non-resident guest account.
CODE NO. I551-002-3:2017-C02/IS(15/18) Page : 7 Of 9 3.3 Guest Ledger A guest ledger contains the details of all the financial transactions between a resident guest and the hotel, including charge purchases and the payments received from the guest. It has two parts – debit and credit. By taking a look at the guest ledger, one can find the credit or debit balance on date. Example of payment receivable from guest ledger such as cash (local or foreign currency), credit cards and debit cards. In a manual system, the financial transactions are recorded in a tabular ledger or tab ledger, which is of two types : • Horizontal tabular ledger • Vertical tabular ledger 3.4 City Ledger A city ledger contains the collective accounts of all the non-resident individual or agencies to whom the hotel extends the credit facility. It also called non-guest account. City ledger also contain the accounts of resident guests who have left the hotel without settle their accounts, which would be settled at a later date by a third party (may be a credit card company, an airline, a travel agency, or a corporate house). This account would be closed at the time of receiving the complete payment. The city ledger account include : • Guests who leave the hotel without the settlement of their accounts are known as skippers is also maintained in the city ledger for a specific period (as per hotel policy), at the expiry of this period the same is written off as bad debt and the account is closed. This ledger also includes bad cheque accounts (cheques that have bounced), disputed bills account (bills that are in dispute), late charge accounts (bills that could not be posted in the guest bill at the time of checkout). • The status of guests, whose accounts are not settled by them (in case of bills to company), changes from resident to non-resident guests when they leave the hotel. The cashier transfer the balance to the city ledger and the payment is collected by the account department.
CODE NO. I551-002-3:2017-C02/IS(15/18) Page : 8 Of 9 Figure 3 : Guest Account (PMS)
CODE NO. I551-002-3:2017-C02/IS(15/18) Page : 9 Of 9 QUESTIONS : 1. What is mean’s by “posting”? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. What are the purpose of executing “posting” of guest charges in Property Management System? _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. Give three (3) example of credit cards. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. Give three (3) types of charges can be made through the credit card terminal. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. What are the different between cash money and city ledgers? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ REFERENCES : 1. https://www.ezeefrontdesk.com/hotelpms.php%C2%AB%20Previous%20Topics&text=As%20mentioned%20earlier%2C %20processing%20guest,to%20the%20guest's%20individual%20account. 2. https://www.consumercredit.com/credit-card-settlement-process/
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(16/18) Page : 1 Of 7 TITLE: REQUIREMENT OF REFUND ACTIVITIES PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding on refund activities that being held on daily basis focused on 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(16/18) Page : 2 Of 7 INFORMATION : 1. INTRODUCTION TO REFUND Refund may refer to : • Product return, a process in which a customer returns a product to the original retailer in exchange for money previously paid • Money back guarantee - a guarantee that, if a buyer is not satisfied with a product or service, a refund will be made. • Tax refund - refund on taxes when the tax liability is less than the taxes paid. • Refunding - when a debt holders calls back bonds with the express purpose of reissuing new debt. • Deposit-refund system - a surcharge on a product when purchased and a rebate when it is returned. • Tax-free shopping - allows shoppers to get a refund of any sales tax. Figure 1 : Refund Stamp’s
CODE NO. I551-002-3:2017-C02/IS(16/18) Page : 3 Of 7 2. CASH DEPOSIT Figure 2 : 6 Stages Of Check-In The above are the actual’s stages that can being referred to when handling for guest check-in. The step that being focussed on this topic are on ‘stage 3’. Below are the purpose of getting the cash deposit in advance : The main purpose are to secured the guest reservation as a security payment and the cash deposit also can be used by covering other expenses or charges or services made by the guest before ,during and after their stay at the hotel’s. Normally, the cash deposit will be ask during the guest registration and the amount are based on hotel’s exactly and they will refunded during guest departures.