COCU 2 : FRONT DESK OPERATION

CODE NO. I551-002-3:2017-C02/IS(4/18) Page : 12 Of 12 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(5/18) Page : 1 Of 9 TITLE: ROOM ALLOCATING PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding allocating room for guest 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(5/18) Page : 2 Of 9 INFORMATION : 1. INTRODUCTION TO ROOM ALLOCATING Room Assignment involves identifying and allocating an available room in a specific room category to a guest. On the basis reservation information, specific rooms and rates may be pre-assigned to the guest. To best satisfy guest request, front desk agents must know the differences between room types and be capable of querying the system to determine each guestroom’s rate, occupancy status, furnishings, location, and amenities. Typical room status descriptions: Occupied, Vacant, On- change, and Out-of-order. Figure 1 : Detail that need to reconsider before allocating room to the guest

CODE NO. I551-002-3:2017-C02/IS(5/18) Page : 3 Of 9 2. ADVANTAGES OF ROOM ALLOCATING • Helps to accelerate the guest registration or check-in process. • Almost completed / pre populated registration card can be generated from the system. • Guest only need to verify the information instead of writing down them at the time of check-in. • Special requirements from guests can be met in advance and kept ready at the time of arrival. • In room check-in can be provided for all pre-registered guests. • Rooms are assigned as per the guest room preference at the time of booking eg: Away from elevator, Pool facing etc. • Guest preferred amenities can be kept on the pre assigned room. • Lesser or no complaint on the room assigned. Figure 2 : Property Management System (Room Assignment)

CODE NO. I551-002-3:2017-C02/IS(5/18) Page : 4 Of 9 3. ROOM BLOCKING PROCEDURES 1) Print detailed arrival list for the next day’s arrival. Which shows additional guest details like arrival date, departure date, room type booked, room rate, VIP status, previous number of stays, time of arrival, gender, room specific features ( smoking / non-smoking), guest specific feature etc. 2) Block rooms according to the booked room type of the guest. If the room type is not available then try to upgrade according to the availability and hotel policy. 3) If there is a room specific request like smoking / non-smoking, away from elevator etc then look for room which is matching this requirement and then allocate the room. 4) If you are blocking a connecting room (room which is departing and you are blocking the same to another arrival for the day) then always check the arrival time of the guest. Give enough time for HK to prepare the room for next arrival. 5) Take special care while blocking rooms for VIP guests after blocking the room you may put a ‘Trace’ or send requisition voucher to other department for placing VIP amenities in the room. If the PMS / hotels software has a feature to super block these rooms then activate this feature. This will ensure that no other front desk staff can deblock and allocate this room for other guest. 6) While upgrading a guest to a higher category you must always consider his no previous visits, room rate, importance of the client if the booking is from corporate, designation of the guest etc. 7) For single ladies do not block a inter connecting room, Also if your hotel has a separate ladies floor / rooms then block those. 8) Room allocation has to be done as per the status of the reservation ie confirmed / guaranteed bookings to be blocked first. Waitlisted / Tentative bookings can be blocked later. 9) Guest with disabilities may need rooms fitted to their special needs, special amenities or services required at the time of reservation. It is always advisable to super block these rooms well in advance.

CODE NO. I551-002-3:2017-C02/IS(5/18) Page : 5 Of 9 10) Some Frequent guest might be very particular about specific rooms which they enjoy most and stay regularly. Try and block this room for these guests. 4. LIASON BETWEEN OTHER DEPARTMENT The front office staff interacts with all departments of the hotel, including marketing and sales, housekeeping, food and beverage, banquet, controller, maintenance, security, and human resources. These departments view the front office as a communication liaison in providing guest services. Each of the departments has a unique communication link with the front office staff. a) Housekeeping department Housekeeping and the front office communicate with each other about housekeeping room status, the report on the availability of the rooms for immediate guest occupancy. Housekeeping room status can be described in the following communication terms: • Available Clean, or Ready - room is ready to be occupied • Occupied - guest or guests are already occupying a room • Stay over - guest will not be checking out of a room on the current day • Dirty or On - Change - guest has checked out of the room, but the housekeeping staff has not released the room for occupancy • Out - of - Order - room is not available for occupancy because of a mechanical malfunction Housekeeping and the front office also communicate on the details of potential house count (a report of the number of guests registered in the hotel), security concerns, and requests for amenities (personal toiletry items such as shampoo, toothpaste, mouthwash, and electrical equipment). These issues are of immediate concern to the guest as well as to supervisors in the hotel.

CODE NO. I551-002-3:2017-C02/IS(5/18) Page : 6 Of 9 b) Food and beverages department Communication between the food and beverage department and the front office is also essential. Some of this communication is conveyed by relaying messages and providing accurate information on transfers, which are forms used to communicate a charge to a guest’s account. Communication activities also include reporting predicted house counts, an estimate of the number of guests expected to register based on previous occupancy activities, and processing requests for paid - outs, forms used to indicate the amounts of monies paid out of the cashier’s drawer on behalf of a guest or an employee of the hotel. These vital services help an overworked food and beverage manager, restaurant manager, or banquet captain meet the demands of the public. Incoming messages for the food and beverage manager and executive chef from vendors and other industry representatives are important to the business operation of the food and beverage department. c) Security department Communications between the security department and the front office are very important in providing hospitality to the guest. These departments work together very closely in maintaining guest security. Fire safety measures and emergency communication d) Maintenance department The maintenance or engineering department and front office communicate on room status and requests for maintenance service. Maintenance employees must know the occupancy status of a room before attending to plumbing, heating, or air - conditioning problems.

CODE NO. I551-002-3:2017-C02/IS(5/18) Page : 7 Of 9 e) Human resources department The human resources management department may rely on the front office staff to act as an initial point of contact for potential employees in all departments. It may even ask the front office to screen job candidates. If so, guidelines for and training in screening methods must be provided. Some directors of human resources management depend on the front office to distribute application forms and other personnel - related information to job applicants. The potential employee may ask for directions to the personnel office at the front desk. f) Finance department The controller relies on the front office staff to provide a daily summary of financial transactions through a well - prepared night audit. This information is also used to measure management ability to meet budget targets. Since the front office provides the controller with financial data for billing and maintenance of credit - card ledgers, these two departments must relay payments and charges through the posting machine or property management system.

CODE NO. I551-002-3:2017-C02/IS(5/18) Page : 8 Of 9 QUESTIONS: 1. What is mean by “room block”? _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ 2. List five (5) important detail that need to be checked on before assigning room the guest. _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ 3. List two (2) advantages of blocking room to arrival guest. _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ 4. What are the step that need to be taken when handling vip guest room blocking? _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ 5. List two (2) reason Front Office Department need to liase with other department in hotel. _________________________________________________________________ _________________________________________________________________ _________________________________________________________________

CODE NO. I551-002-3:2017-C02/IS(5/18) Page : 9 Of 9 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.hospitality-school.com/hotel-room-allocate-block-guest/ 3. www.setupmyhotel.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(6/18) Page : 1 Of 16 TITLE: INTRODUCTION TO GUEST INFORMATION PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding guest detail 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(6/18) Page : 2 Of 16 INFORMATION : 1. GUEST CYCLES The hotel's guest stays cycle can be divided into four main stages. Within these four stages, there is an important task related to guest services and guest accounting. Front office employees must be aware of guest services and guest accounting activities at all stages of the guest stay. Front office staff can effectively serve the guest if they have a clear understanding of the flow of business in the hotel. Guest Cycle also represents a systematic approach to front office operations. Figure 1 : Guest Cycles Stages Activities Pre-Arrival Reservation, Reconfirmation, Pickup request, Pre Arrival Letter Arrival Doormen, Bell Desk, Travel Desk, Registration, Room Assignment, Issuing of Key, Baggage Handling, Welcome Letter Occupancy Safe Deposit, Telephone Calls, Concierge, Travel Desk, Currency Exchange, Mails Departure. Bill Settlement, Key Return, Bell Desk, Travel Desk, Concierge, Check-out, Thank-you Letter

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 3 Of 16 a) Pre - Arrival The Guest chooses a hotel during the pre-arrival stage of the guest cycle. Choice of the guest can be affected by many factors, including previous experiences with the hotel, advertisement, word of mouth referral by friends and colleagues, location, corporate, travel agent booking, hotel name, hotel loyalty program member etc. The guest's decision of making the reservation can also be affected by the ease of making the reservation and the way reservation agent interacted and described the facility of the hotel like room type, room rate, recreational facilities and other attractions near the hotels etc. If a reservation can be accepted, the reservation agent creates a reservation on the hotel management software. The creation of this reservation record starts the hotel guest cycle. This reservation contains details of the guest specific request which will help the hotel to provide the guest with personalized service during his stay. The details which are collected during the reservation also helps the hotel to complete pre-registration activities like assign room according to guest request, room rate to be charged to the guest folio during the course of stay etc. Figure 2 : Checklist

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 4 Of 16 b) Arrival The arrival stage of the guest cycle includes registration and room assignment process. After the guest arrives, he or she establishes a business relationship with the hotel through the front office. It is the front office staff responsibility to clarify any query of the guest especially the details of room rate of packages he/she is booked on. Front office staff should determine the guest's reservation status before beginning the check-in/registration process. Guest with reservation and guest without reservation commonly known as walk-ins also provides an opportunity for business for front desk staff. A Registration card or Reg. card is printed and completed at the time of check-in, which will help the front desk to collect essential information. The reg. card should contain details like billing instructions, reservation details, number of adults and children occupying, address, passport and visa for foreign nationals, full address, personal details and credit card details. Because the guest and hotel gain certain legal benefits it is mandatory to get guest signature on the registration card. The registration process is complete once a method of payment and the guest's departure date have been confirmed and duly signed by the guest. The guest may be given a room key and direction to the room or escorted by the guest service associate or guest service manager. Figure 3 : Guest check-in

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 5 Of 16 c) Occupancy The manner in which the front office staff represents the hotel is important during the occupancy stage. As the main contact centre for hotel activity, the front office is responsible for coordinating guest requests. Among those providing information and supplies to the guests. Front desk should take extra care to respond to the guest in a timely and accurate manner. The main focus of the front desk staff is to provide anticipatory service and to meet or exceed the guest's expectations. This will encourage the guest to repeat to the hotel. Security is also a main important concern during occupancy of the guest. Issues like protection of funds and valuables are among those. The front desk should also follow the hotel standard operating procedure for handling the hotel and guest keys, property surveillance, safe deposit boxes, guests personal property, and emergencies are also important. A variety of charges restaurant charges, telephone, internet, travel desk etc. during the occupancy stage affect guest and hotel account. Most of these charges will be posted to the guest account according to front office posting procedures. And also in most cases, the Room charges are the single largest charge on the guest folio. Other front office financial tasks during the occupancy stage are to verify the charges posted to the guest account and checking guest accounts against the credit limit. Figure 4 : Formulae of occupancy

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 6 Of 16 d) Departure Guest services and guest accounting aspects of the guest cycle are completed during the cycle's fourth and final phase ie departure. At Departure, the guest vacates the room, receives the accurate statement of the settled accounts, returns the room keys and leaves the hotel. Once the guest has checked out, front office updates the rooms availability status and notifies the housekeeping department. ( For hotels using Property management software the status of the room is updated automatically ). Figure 5 : Key collection’s At this stage front office also collect the feedback of the guest experience in the hotels by handing over the guest feedback form.

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 7 Of 16 2. MALAYSIA GREETING STANDARD The reception department is often the first hotel department that a guest encounters when arriving at a hotel. The main duties of the department are:- • Welcoming and checking in of new arrivals • Selling the facilities of a hotel • Maintaining records of residents guests • Providing guest information for other sections of the front office and other departments of a hotel. a. Welcoming the guest Guests have often travelled a long way and may be impatient and tired when they arrive at a hotel. They will, therefore, want quick, efficient check-in service provided by pleasant and courteous receptionists. To a hotel, arrival is the occasion when guest and hotel staffs meets face-toface for the first time. A well-functioning reception process gives the guest a good impression of the hotel. This helps to establish the hotel’s image and reputation, as well as to encourage the guest to return in the future. The reception staffs needs to be efficient and have good social skills. They should be knowledgeable about the accommodation product of their hotel and skilled in the check-in procedures and the handling of guest’s queries. Additionally, they should have pleasant manners, be cordial, empathetic and always be ready to help. Figure 6 : Example of malaysian greeting

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 8 Of 16 b. A check-list for welcoming guests The following check-list may give you some idea of the appropriate social skills necessary when dealing with guests: c. Example of standard greeting 1. Maintain good eye contact; eye contact is very important because it show attention and respect. However, do be careful not to turn your eye contact into a stare. It is also worth noting that positive eye contact is not regarded as courteous by the peoples of many Asian counties, especially Japan. 2. Smile when talking to the guest; it shows a warm and positive manner. 3. Stand up straight and avoid leaning or slouching. The way you stand is important; standing straight shows respect and attention. Learning on the front desk, on the other hand, suggests that the receptionist is tired, bored and cannot be bothered. 4. Maintain a clean, neat and tidy personal appearance at all times, by paying attention to your dress and personal hygiene, you show that you have a pride on yourself and your hotel. 5. Speak clearly, using a pleasant tone. In this way, the guest will easily understand what you say and be impressed by your courtesy. INTERNAL (BY CALL) GOOD MORNING, THANK YOU FOR CALLING RECEPTION, ZAKWAN SPEAKING, HOW MAY I ASSIST YOU? INTERNAL (WALK-IN) GOOD MORNING, WELCOME TO DESARU TUNAMAYA BEACH AND SPA RESORT, HOW MAY I ASSIST YOU? EXTERNAL (BY CALL) GOOD MORNING, THANK YOU FOR CALLING DESARU TUNAMAYA BEACH AND SPA RESORT, ZAKWAN SPEAKING, HOW MAY I ASSIST YOU?

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 9 Of 16 3. RECORD GUEST DETAIL’S a) Name of guest • The correct surname of the guest must be determined upon registration, so that can be easily traced, if there are any telephone calls or enquiries. • In the event of the guests having and alias, a cross reference should be created for the convenience of everyone. b) Address • Must be properly filled in • This gives an accurate record of the country and an area of origin of the guest. • The hotel can send outstanding bills or item accidentally left by the guest to house or company’s address. c) Passport number • This information is useful when differentiating guests who has the same name • On line with the security system, as it is required by law. d) Date of birth • If the guest birthday falls during the stay in the hotel, the guest will be given a complimentary birthday cake and card from the hotel management. e) Signature • The signature on the Registration Card can be use as a specimen for the signature on a passport, credit card and bills the guests have sign. f) Nationality • It is useful when compiling information on the statistics of the nationality of guest.

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 10 Of 16 g) Business or occupation • The guest’s status in a company or country is important for the VIP Report. h) Next destination / departure flight number • This information is useful to the hotel as to know what time guest will be checking-out or if guest has left some items in the room, the hotel will try its best to locate guests – to return the items. i) Number of guests • Gives a correct count on the number of guests in each occupied room. • In the event of a file, the management will be able to know the number of occupants in the room. j) Room rate • It should not be revealing if it cannot be disclosed to the guest such as contract rates. k) Telephone Number • Guest telephone number l) Clerk’s initial • This enables easy identification for the who checked in the guest • This is useful in any case of problems or compliment. Figure 7 : Sample of Registration Card

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 11 Of 16 Guests with prior reservations have their registration cards printed in early hours of the morning by the Night Staff (receptionist) and these are held in alphabetical order in a box file on the front desk. A good receptionist may try to upsell all this stage, taking into account the apparent prosperity of the guest and the hotel room availability. 4. GUEST PREFERENCES Guest’s enquiries can easily be turned into sales. They also give you an opportunity to help guests and make them feel welcome. When the guest asks you for information smile and offer to help. Know your “product”. Anticipate al the questions people might ask about the hotel and locality. Learn as much as possible about areas outside your own department. (This is particularly important in hotel) If you do not know the answer, find somebody who does. Never say, “I don’t know” and leave it at that. Find out the information yourself or direct the guest to the person who can help. i. Handle referred enquiries & request • The reservation is initiated by a prospective guest, travel agent, or other original, who contacts the reservation office. The request might be received by telephone, mail or computer. Most requests are simple inquiries about room availability and rates, but many clients are interested in a specific room type, bedding or rate. ii. Received Enquire or Request • The reservationists must be capable of quickly determining the client’s needs. The most obvious need is bedding. For example many hotel permit maximum of four adults to stay in one room, and most rooms have maximum of two beds. Many clients have definite preferences for bedding size; for instance, a couple might prefer either twin beds or one queen size bed. • Besides bedding, most clients also have a rate preference. Some guests require deluxe accommodations and are willing to pay higher rate that such

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 12 Of 16 rooms command, but the vast majority of hotel guests are interested in obtaining the lowest rate. A client might also qualify for a special rate or discount, as a government employee, member of the armed service, travel agent. Optional requests which may be required by the reservationists to determine room availability: ➢ Preferred location – the client may indicate a preference for a poolside location, an ocean view room, a specific floor, handicapped facilities or proximity to parking facilities. ➢ Preferred bedding type – some couple traveling together request separate beds, such as two double beds or twin beds. Other client will specifically request queen or king size bedding. ➢ Additional bedding – besides the type of bedding normally provided with the room, the client may also request a rollaway bed for either an adult or a child, or a crib for an infant. 4.1 How to handle guest request? i. Analyze Enquiries & Request After determining the client’s needs, analyze and check it. Such as room availability for the specified stay. If no rooms of any type or rate are available, the reservation maybe denied or an alternative arrival or departure date might be suggested by the reservationists. ii. Attend to Enquiries & Request To avoid misunderstanding at check-in time, the receptionist should obtain as much information as possible about the client’s preferred rate level and other needs when the initial request is received. iii. Follow up Follow up should be done either with the client or with the relevant department. It does make sure the client has received all the things that they need. For any enquiries like seeking the information, we should find it by our self and get back to the guest when we had found it. Relevant department should be contacted to make sure they have send all

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 13 Of 16 the request that client needs or get ready with the requested before guest check in. 4.2 Monitor guest request / enquires Every lodging operation wants to be known for professional service. What distinguishes a property as providing professional service such as in handling guest request or enquiries? All enquiries received are to be handled in prompt, efficient and professional manner and “Yes I Can” attitude is to be shown at all times. The example of the guest request / enquiries is: • Request extra bed • Request late check out • Request sea view • Request upgrade room • Enquiries about hotel information • Enquiries outlet operation • Enquiries direction i. Check log book Log book is to be reviewed by the supervisor or head of section in charge every day. All request or enquiries which are need to follow up, must be writing down in the log book for the further action. Any action or follow up must be clearly indicated as “done” or any appropriate remarks and initialed. ii. Call the Respective Department Respective department should be call to inform about the request. Follow up should be done with respective department to ensure that ensure that they had satisfied the guest request. Respective department is might be: • Housekeeping - Extra bed, flower arrangement, baby cot, Fruit basket etc. • Food & Beverage - BBQ dinner, functions, candle light dinner • Maintenance - Repaired room equipment

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 14 Of 16 Figure 8 : Type of guest request/preferences 4.3 Contact the guest for feed back Follow up with the guest to make sure that they had received the request from the respective department is very important. It showed how professional you are in the hospitality service Check with guest about to make sure the answer or information given for understanding and satisfaction. In situation where the request or information is not available, politely apologize to the guest. Inform him that you will seek the answer or information for him. Quickly seek for the answer of information and ensure it is right. Call the guest room or approach the guest personally to deliver the things or information he/she required.

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 15 Of 16 QUESTIONS : 1. What is mean by “guest cycles”? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 2. List four (4) step that include in the guest cycles. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 3. Write out standard greeting that being used during handling guest external by call. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. What are the important guest detail that need to be taken during pre-arrival? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. List two (2) main duties for front desk staff in Front Office Department. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________

CODE NO. I551-002-3:2017-C02/IS(6/18) Page : 16 Of 16 RUJUKAN / 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.hospitality-school.com/hotel-room-allocate-block-guest/ 3. www.setupmyhotel.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(7/18) Page : 1 Of 12 TITLE: INTRODUCTION TO PAYMENT INFORMATION PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding guest payment information 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(7/18) Page : 2 Of 12 INFORMATION : 1. UPSELLING TECHNIQUE Is a sales technique whereby a seller induces the guest to purchase more expensive items, upgrades, or other add-ons in an attempt to make a more profitable sale. Up selling usually involves marketing more profitable services or products but can also be simply exposing the guest to other options that were perhaps not considered previously. Up selling implies selling something that is more profitable or otherwise preferable for the seller instead of, or in addition to the original sale. 1.1 Communication Skills 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. 1.2 Product Knowledge & Hotel Facilities Product Knowledge comes in various forms - a product's features for its intended purpose, what goes with what - a product's associations, and how a product works. A GSO would be expected to know the product's features and sufficient of how it is used to convince the customer of its worth. For example : • room – standard room, superior room , deluxe etc • rates – Government rate , Published Rate • facilities – Swimming pool , Gymnasium

CODE NO. I551-002-3:2017-C02/IS(7/18) Page : 3 Of 12 1.3 Selling Techniques There are two types of up selling technique which is: Add – Up In this technique, the front desk staff will persuade the guest to upgrade to a better room by high lighting the advantages of taking the room. for example : a guest who make reservation for standard room is persuaded by the GSO staff to take deluxe room which has bigger rooms and bigger beds size at only a small amount of additional cost. Top Down Top down technique is most suitable for walk in. walk in guest will be suggested to take the most expensive room in the hotel. For example: Front Office staff will promote suite first. The guest will listen to the entire special feature the room offers. After telling on the benefit, in choosing the suite the staff will state the room rate and wait for the guest to decide. 1.4 Willingness To Sell GSO must have attitude of acting or ready to act gladly and eagerly compliant to sell a product. They also will do their best in promoting the most expensive room to the guest. Example: If the guest does not agree to take the most expensive room, the GSO will promote the lesser rate room until the guest agrees to make the room selection.

CODE NO. I551-002-3:2017-C02/IS(7/18) Page : 4 Of 12 2. METHOD OF PAYMENT 2.1 Types of settlement There are two types of settlement: a) Personal Account b) Company Account I. Company II. Travel agent a) Personal account Guest pays the bill on their departure with : I. Cash-local II. Currency foreign exchange III. Travellers cheque IV. Credit cards I. Cash-local Cash has long absolute as a means of payment, because the amount involved can be quite considerable. Any hotels in existing on cash payment were probably losing a lot of business. The hotel must provide a cash float to allow the cashier to give change and the cash received must being stored safely. The bill should be printed paid by cash. The issue of a receipt is particularly important because the guest will have no other record of the payment.

CODE NO. I551-002-3:2017-C02/IS(7/18) Page : 5 Of 12 II. Currency foreign exchange The hotels have to observe currency regulation and must be aware of current rates exchange which may change daily or even hourly. In the hotels there should be a notice board the current exchange rates as set by accounts. Figure 1 : Major CashCurrency III. Travellers cheque No Example Currency 1. Pound sterling 2. Australia Dollar 3. Euro Dollar 4. Singapore Dollar 5. Japanese Yen 6. US Dollar

CODE NO. I551-002-3:2017-C02/IS(7/18) Page : 6 Of 12 Traveller’s cheque is issued by manager bank and financial institution in different currencies and in fixed denominations. Customers have to sign their traveller’s cheque where they are issued, but they do not come valid until they are sign a second time in presence of the receiving cashier and ask for additional document evidence to identity as a passport. It is also common practise to note the room number on the river side in case any queries. Comparison between Travellers Check and Personal Check:

CODE NO. I551-002-3:2017-C02/IS(7/18) Page : 7 Of 12 Description Travellers Check Personal Check Encashing ✓ Travellers Checks can be encashed at banks, travelling agencies or the place that issued the check. However, now many places have stopped encashing these checks ✓ Personal checks can be encashed only at banks. A person can give another person a check with their name on it but they would have to deposit it at the bank, which would then withdraw the money from the issuer’s bank Foreign Exchange Rate ✓ High exchange rate compared to currency ✓ Is on par with the rate of exchanging currency Safety ✓ Is a safer option compared to carrying currency as it requires the person’s signature to encash it ✓ Is a safe option as it requires the issuer’s signature on the check Fees ✓ A 1% to 4% charge is levied as commission by the business accepting it. ✓ The bank where the check is issued may also charge a small fee to issue the checks. ✓ Only conversation rate is charged Replacement ✓ Free of charge replacement, if the issuer remembers the serial numbers of the checks that were stolen or lost ✓ If a check book or a check is lost, the issuer can call and ask to hold or cancel the check

CODE NO. I551-002-3:2017-C02/IS(7/18) Page : 8 Of 12 Advantage ✓ Free replacement if checks are lost or stolen ✓ A more secure way to carry currency as the check require signatures in order for the check to be cashed ✓ Not dependent on computer ✓ Check require the issuer’s signature in order for it to be cashed ✓ In case one loses the check, they can call the bank to cancel the check ✓ The person can issue the exact amount without having to play with denominations Disadvantage ✓ A list of check numbers have to be noted including each check that is spent ✓ These days many places do not accept traveller’s check ✓ Horrible exchange rates ✓ Requires a bank to cash a check ✓ Not every place will take a check

CODE NO. I551-002-3:2017-C02/IS(7/18) Page : 9 Of 12 IV. Credit cards 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) Figure 2 : Major Credit Cards No Example Credit Cards 1. VISA 2. MASTERCARD 3. AMERICAN EXPRESS CARD 4. DINERS CLUB 5. Japanese Cards Bureau

CODE NO. I551-002-3:2017-C02/IS(7/18) Page : 10 Of 12 b) Company Accounts Those accounts which are not settled directly by guest but are settle by: i. Company ii. Travel agent i. Company If a company use the establishment regularly to house their staff, a credit arrangement is commonly sought and given. The company will pay the account. Always check the billing instruction has been confirm in writing on check in. Guest must agree to sign the account on check out folio to ensure that the establishment gets reimbursed or incentives by the company. Below are types of settlement by companies : ➢ LETTER OF UNDERTAKING A guarantee letter given by the company to authorised billing to company. Figure 3 : Example Of LOU

CODE NO. I551-002-3:2017-C02/IS(7/18) Page : 11 Of 12 ➢ LOCAL ORDER A special method of payment only being practised by the Government sector. 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. Figure 4 : Example Of Travel Agent Voucher No Example Voucher 1. Travel Agent Voucher 2. Others Travel Agent Voucher

CODE NO. I551-002-3:2017-C02/IS(7/18) Page : 12 Of 12 QUESTIONS : 1. What is mean by “upselling techniques? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. List two (2) upselling techniques. _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. Explain type of settlement in handling guest payment method _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. What are the function of “Letter Of Undertaking”? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. List three (3) type’s of credit card. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 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.hospitality-school.com/hotel-room-allocate-block-guest/ 3. www.setupmyhotel.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(8/18) Page : 1 Of 8 TITLE: ROOM ENCODING PROCEDURES PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding product knowledge and room encoding 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(8/18) Page : 2 Of 8 INFORMATION : 1. PRODUCT KNOWLEDGE Product knowledge is an essential sales skill. Understanding your products' features allows you to present their benefits accurately and persuasively. Customers respond to enthusiastic sales staff who are passionate about their products and eager to share the benefits with them. Use conventional and creative sources of information to learn about your products or services, including : • your own experiences using the products • product literature such as brochures and catalogues • feedback from customers • internal sales records • your team members • sales training programs • competitor information. Figure 1 : Motivational quotes

CODE NO. I551-002-3:2017-C02/IS(8/18) Page : 3 Of 8 1.1 Skill for enhancing product knowledge To practice this skill, list your product's features, potential benefits, and all information up front for your customers. Consider how you can communicate the potential benefits, for example: PRODUCT FEATURES POSSIBLE BENEFITS FOR YOUR CUSTOMER Its purpose It will meet your needs and save you time and money How it works It is easy to use so you won't be frustrated by complicated features How it is checked for quality You can be confident it will work How it is delivered You don't have to worry about delivery — we organise that for you How it is maintained and serviced You can be assured that if it needs maintenance, we will take care of it for you How long it is likely to last (including any warranties) You can be confident that if it has any problems we will fix it or replace it while under warranty Its price You can comfortably afford it How it compares to competitors' products You are receiving quality and value for money

CODE NO. I551-002-3:2017-C02/IS(8/18) Page : 4 Of 8 1.2 Advantages of product knowledge are as below : 1. Product knowledge builds enthusiasm. In order to be a successful salesperson, you need to be confident in your product. A helpful aid in enthusiasm is knowing exactly what you're talking about. If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. 2. Product knowledge gives us courage. One common fear around salespeople is that the prospect will ask a question they don't know the answer to. By learning everything you can, you can minimize this risk. 3. Product knowledge gives us the satisfaction of being experts. Sales doesn't always have to be about the prospect – being knowledgeable in your product can make you feel accomplished as well. 4. Product knowledge allows us to speak with confidence around other experts. Selling to normal prospects can be easy because they may not have the same knowledge as you do. When dealing with purchasing agents, or other industry professionals, they're going to be much more likely to test your knowledge. Understanding everything you can about what you're selling gives you the confidence you need around these people. 5. Product knowledge helps you respond to any objections properly. Whether it's about the price of the product or a comparison to a competitor, knowing about your own product (plus the competition) allows you to explain the value in your own product.

CODE NO. I551-002-3:2017-C02/IS(8/18) Page : 5 Of 8 6. Product knowledge allows you to keep learning and to discover additional advantages to offer the prospects. Eventually, you will find more and more ways to leverage these advantages with each of your prospects. If the product has hidden uses, if you don't know what they are, you won't be able to articulate them to your prospect. 7. Product knowledge lets you understand the competition better. Know your product, know competitor's products, and know why your product beats that competitor. Sometimes it is on value, sometimes on price, sometimes on features and sometimes on all of the above. 8. Product knowledge gives you self-assurance. If you know more about the product than you could ever expect to use, you'll be more than prepared for any situation that comes at you. 9. Product knowledge gives your prospects confidence in you. You want prospects to look at you like an expert, and really, that's exactly what you should be. When your prospects trust you, they'll be more likely to give you the sale. 10.Product knowledge is power. Power that helps you close more sales.

CODE NO. I551-002-3:2017-C02/IS(8/18) Page : 6 Of 8 2. HOTEL FACILITIES Hotel Facilities means that portion of the Common Elements consisting of the front desk, restaurant, conference rooms, fitness rooms, linen closets not included within Units, janitor closets, laundry rooms, offices, lobby areas, mechanical rooms, parking areas, recreation areas and other areas of the Common Elements which are required or reasonably convenient for the use and operation of a hotel facility. 2.1 Differences between facilities and amenities The main difference between amenities and facilities is that the amenities refer to things that are designed to provide comfort and enjoyment to the guests while facilities basically refer to places or even equipment built to facilitate guests in their specific needs. Example : Facilities : Swimming Pool, Spa, Barbershops, Fitness centre, Restaurants, Bar, etc., Amenities : Soap, Shampoo, Tooth Brush, Breakfast Meal, etc. a) Example of hotel facilities as below : • Spa • Semi open & outdoor restaurant • Poolside bar • Car parking • Swimming pool/ Jacuzzi/ private swimming pool • Public computer • Disable rooms & Interconnecting rooms • 24 Hour security • Gym • Ballroom

CODE NO. I551-002-3:2017-C02/IS(8/18) Page : 7 Of 8 b) Example of guest services • 24-Hour room service • Free wireless internet access • Complimentary use of hotel bicycle • Laundry service • Tour & excursions • 24 Hour concierge • Meeting facilities • E-Bike & horse cart rental • Airport transfers • Babysitting on request • 24-Hour doctor on call

CODE NO. I551-002-3:2017-C02/IS(8/18) Page : 8 Of 8 QUESTIONS: 1. What is mean by product knowledge? __________________________________________________________________ __________________________________________________________________ __________________________________________________________________ 2. List two (2) example of guest services. _____________________________________________________________________ _____________________________________________________________________ ____________________________________________________________________ 3. List three (3) example of hotel facilities. _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 4. What are the solution or ways to enhance product knowledge? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ 5. What are the benefit of having good product knowledge? _____________________________________________________________________ _____________________________________________________________________ _____________________________________________________________________ RUJUKAN / 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.hospitality-school.com/hotel-room-allocate-block-guest/ 3. www.setupmyhotel.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(9/18) Page : 1 Of 8 TITLE: ROOM ENCODING PROCEDURES PURPOSE: The purpose of these Information sheet are to give explanation and understanding regarding product knowledge and room encoding 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(9/18) Page : 2 Of 8 INFORMATION : 1. IN-HOUSE GUEST DOCUMENT PREPARATION "In-house hotel guest" means a guest who has rented a room in the hotel as opposed to an "outside guest" who comes for such hotel services as bars, restaurants, etc Upon completion of the check-in procedure, the Front DesK Officer in-charge will be issuing, completing and compile these document into Guest Folio for future referrences. a) The importantance of compiling these guest information/documentation are as below : ✓ As a referrences for night auditor ✓ As a support document for the hotel ✓ Act as a backup document if online documentation is corrupted or etc ✓ As a proof of the existences of the guest ✓ As a backup document if anything happens during the guest stay whether to the hotel or the guest itself Figure 1 : Registration Form

CODE NO. I551-002-3:2017-C02/IS(9/18) Page : 3 Of 8 b) “Guest folios” is refer to a compiled document of the guest and the hotel such as Copy of guest Identification, Reservation form, Registration Form, receipt and tax invoice (if need). Below are the example of each document stated as above statement : 1. Guest folios The function for the guest folios are to compiled document for in house guest. Mostly preferred folios being used are the clear holder because can bee seen through and easy to find the required guest. Figure 2 : Guest Folios

CODE NO. I551-002-3:2017-C02/IS(9/18) Page : 4 Of 8 2. Reservation form/ Booking form Reservation form can be acquired by two (2) ways : a) By Online Travel Agent Booking/ Corporate letter b) By the Hotel itself Figure 3 : Guest booking