FRONT OFFICE MANAGEMENT UNIT-I

Guest Cycle/ Stage of the guest contact with hotel

 The guest cycle describes the activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry till he/she departs from the hotel. In fact, the guest cycle encompasses 4 different stages

 Each stage of the guest cycle is associated guest service, and guest accounting activity that is

1) Guest services

2) Guest Accounting:

 

Below is a description of the activities undertaken at each stage of the guest cycle:

1. Pre-arrival:

At the pre-arrival stage, the hotel must create for every potential guest a reservation Record. Doing this initiates the hotel guest cycle. Moreover, reservation records help personalize guest services and appropriately schedule needed staff and facilities

The reservation department should, then, complete all the pre-registration activities and prepare guest folios (applicable only for automated systems). Doing so will eventually maximize room sales by accurately monitoring room availability and forecasting room revenues

2. Arrival:

At the arrival stage, registration and rooming functions takes place and the hotel establishes a business relation-ship with the guest.

The check-in clerk should determine the guest’s reservation status (i.e. pre-registered guests versus walk-ins). Later, he/she shall prepare a registration record or make the guest sign the already-printed pre-registration record (under some of the semi-automated and all fully automated systems).

The registration records shall include the following personal and financial items:

I) Personal information:

a)      Name and Surname of the guest along with billing address, telephone number, and any other coordinates

b)      Passport number, birth certificate, and/or driving license number (whatever applicable)

c)      Any special needs or requests

d)     Guest Signature

II) Financial information:

a)      Date of arrival

b)      Expected date of departure or length of stay depending on how the system in the hotel is designed

c)      Assigned room number

d)     Assigned room rate

e)      Guest's intended method of payment

 Registration records can be used for various purposes:

a)      Satisfy guest needs

b)      Forecast room occupancies

c)      Settle properly guest accounts

d)     Establish guest history records at check-out [personal & financial information]

e)      Assign a room type and a room rate for each guest

f)       Determine long-run availability [i.e. reservation information] versus short-run availability [i.e. room status]

g)      Satisfy special categories of guests such as disabled people through barrier-free designs

3) Occupancy:

At the occupancy stage, the front office department shall coordinate guest services in a timely and accurate manner. Moreover, front office clerks should encourage repeat guests by paying a great attention to guest complaints. This is ensured by placing complaint and/or suggestion cards in every public place and revenue centers in the hotel. Moreover, the hotel shall, at least on a daily basis, collect comment cards, proceed with their analysis, and provide positive feedback to guest as soon as possible.

In addition, shall design effective procedures in order to protect the funds and valuables of guests. This might be ensured through guest key control, property surveillance, safe deposit boxes, and well designed emergency panels and exits…

Another activity at occupancy is to process posting of guest charges [i.e. post room rates, F&B charges, additional expenses, and taxes…] to various guest folios, master Folios… While doing so, front office clerks shall continuously check for deviations from the house limit, and take corrective measures as to change the status of the guest to Paid-in-advance. Finally, front office clerks shall periodically review Account Balances in coordination with the night auditor.

4. Departure:

At the departure stage, the guest shall be walked out of the hotel. Moreover, front office clerks shall create guest history record. Finally, cashiers shall settle guest account outstanding balances [i.e.: balance the Guest account to 0]

In general, a proper checkout occurs when the guest:

a)      Vacates the room

b)      Receives an accurate settlement of the guest account

c)      Returns room keys

d)     Leaves the hotel

At departure, checkout personnel should encourage guests to consider returning to the hotel on any future date. That's why cashiers should act like a true sales person, and might eventually accept guest future reservations. That way, the stages of the guest cycle become really a cycle (i.e. start from where it ends).

If at departure, the guest account is not fully settled, then late charges accumulate. In such an undesired case, the responsibility of collection lies within the accounting department, however the front office department shall provide all necessary types of information to make this collection easier, quicker, and feasible.

LEFT LUGGAGE PROCEDURE

            The term “Left luggage” is attributed to luggage left by a guest who checks out of the hotel but wishes to collect the luggage later.  Guest who wants to visit other cities in a country on a short tour may find.  It in convenient tour carries their entire package with them or may find it once economical to retain room in the hotel where they can keep their luggage.  Hotel provided the left luggage facilities to guest who are likely to checking to the hotel after they return from the tour. This is not strictly necessary.  Their might be guest’s who check out but ended to depend much later in the day the occupied they time sight seeing he would find inconvenient cart their luggage with them.  Leave their luggage in the hotel premises under the guarantee by the management luggage would be safe.  Some may be charge fees for the facilities.  But most of the hotels don’t charge the facility.

WHILE RECEIVING LEFT LUGGAGE BY THE HOTEL

1. Ascertain if the guest wishing to leave his luggage as paid his hotel bill.
2. Storing package ticket on each piece of luggage separately.  The package ticket has the number which is also printed on counter foil of the ticket.
3. Enter details in the left luggage register.
4. Tear of the counter foil of the each ticket and hand it over to the guest.
5. Keep the luggage in the left luggage area.

DELIVERY PROCEDURE

1. Take the counter foil of the luggage ticket from the guest.
2. Tally the same with the ticket attach to the luggage in the luggage area.
3. Enter the data of delivery in luggage register.
4. Return the counter foil and tag of luggage.

SAFE DEPOSIT FACILITIES:

It is very important for a hotel to ensure that the guest has faith in it and the guest builds his confidence in the hotel and its staff. He should get this feeling that he and his belongings, particularly cash and valuables are safe. With this objective in view all hotels, small or large, provide safe deposit facilities to their guests and notices such as “ Please do not leave your valuables in room”, “Safe Deposit facility is available in the hotel” are put at various places and on stationary such as G.R.C.

            In a small hotel the front office cashier is given this duty and when a guest makes a request of depositing the valuables or cash, the cashier takes the valuables or cash and puts it in an envelope and seals it. Then the cashier puts it in a safe box. The guest is given the receipt of the same. When the guest wants it back, he gives the receipt back to the cashier, signs a register and the cashier returns that back to the guest.

            In al large hotel, where many guests want to use this facility the above system is not practicable and more effective, personal and safe system is used. The hotel provides safety locker facility to their guests. At the time of arrival the guests are advised to keep their valuables and documents etc.. in safe deposit boxes / lockers. Usually the double custody safe deposit lockers are installed in a room right behind the cash counter. The cashier is responsible for operating the locker. Usually this facility is given without any charges to the guest. Each locker can be operated by using two keys (one is used by the cashier and the other by the guest)

SCANTY BAGGAGE:

            “Skippers” are those who leave the hotel without paying their bills. This is made possible because the “Skipper” comes with little luggage to avoid bringing the attention of the bell boys to his secret checkout. Alternatively, if he has just a briefcase, he may leave the hotel under the pretext of a business call. The bell boys have to be alert to notify the front office about guests with scanty baggage so that a necessary advance is taken from them and a close watch is kept on them.

PROCEDURE

1. Notify the lobby manager and the Front Officer as one as the guest arrange with scanty baggage.
2. “Stamp scanty baggage” on the arrival errand card.
3. Stamp scanty baggage on the register card.
4. Enter particular in the scanty baggage register of information fill is opened bellow.
5. Get the register card sign by the lobby manager who was direction to ask for a deposit for the guest.
6. Get scanty baggage register signed by the lobby manager.

Mail Handling:

            Mail Handling is a very important activity of the front desk and the way the mail is handled shows the efficiency and attitude of the hotel staff. Any delay and carelessness shown by the staff may result in great dissatisfaction. The term mail handling covers up both incoming and outgoing mail.

Incoming Mail:

            As per the policy of the hotel the incoming mail may be received at the bell desk or by the informationist. The mail is sorted, arranged alphabetically and put separately as

1. Mail for the guest and
2. Mail for the hotel.
3. The incoming guest mail is sorted in three categories
4. Mail for in-house guest.
5. Guest who have already checked out
6. Guest who have not yet arrived.

In – House mail handling:

            In case the room key is in the pigeon whole the mail is put in the key track and is delivered to the guest along with his room key. In case he is in the room. He is intimated about his mail and if he so desires a bell boy takes his mail to his room. Sometimes the guest may go out of his room without leaving the key on the counter. In such cases a mail advice slip is put on the key knob of door so that if he goes to room directly he would know about the mail which the hotel has received in his absence. These days hotels use message light on the telephone or on the door and also computers are used for this purpose in some hotels.

Checked out guest:

            The mail of the checked out guest is checked with the forwarding instruction and mail is forwarded according to the instructions left by the check-out guest and appropriate entries are made on the mail forwarding address slip.

  

Guests who have not yet arrived:

            Mail of such guests is marked with the date of arrival and kept in the hold mail rack. This information is them marked on advance reservation slip.

Mail for the Hotel:

1. Mail for the staff
2. Mail concerning management

Outgoing Mail:

The outgoing mail can be of two types:

1. In – house guest
2. Hotel Staff mail

In – house guest:

            In case the guest wishes to send a mail through front office, then normally this is done by the senior bell captain that weighs it, puts appropriate value postage stamps on it and posts it on behalf of the guest. Some hotels use a book called postage book to keep the account of postage used for guests.

Hotel Staff Mail:

            The hotel staff is usually not encouraged to send mail through the hotel and is required to send the mail on its own, while any mail can be sent out of the various departments of the hotel is sent by the department directly such as accounts, food and beverage and reservations, etc.

HANDLING OF COMPLAINTS:

1. Always apologize immediately and take steps to correct the fault. Ask the person in charge to attend, giving brief outline of complaint. Never argue with a guest.
2. Do not try to excuse the fault by blaming someone else. The guest will not be interested.
3. Try to ensure that all complaints are settled within the hotel. Never invite guest to write complaints.
4. At all times, when dealing with a guest, politeness is of utmost importance.

Paging Bell Desk:

            Apart from luggage handling the bell desk is also responsible for paging a guest. The paging is a system of locating the guest in the hotel. Many times the in – house guest expects a phone call or a visitor but decides not to wait in the room, and might decide to go to a public area such as bar, restaurant, swimming pool. Lobby or lounge etc. of the hotel or may go out of the hotel. In such cases the hotel requests the guest to tell about his whereabouts through a location form. This Performa may be kept in the stationery folder in the room as well as at the information section of the counter. Usually it is filled in by the guest but many times it may be filled in by the hotel staff on the instructions of the guest. The complicated location form is kept in the key and mail racks. This information is sent to telephone department also. The purpose of form is to earmark the area of paging and save time. In case of computer system the information is recorded in computer instead of location forms.

Page Board System:

            The most commonly used system is called Page Board System. This is a simple system in which the bell boy / page boy is required to carry a small board which has a small handle and small bells attached to it. The receptionist or informationist writes the name of the guest and his room on the board, and the bell boy / page boy carries this board to the public area which has been mentioned on the location form by the guest and keeps ringing the attached bells. This attracts the attention of the guest immediately.

BELL DESK

Bell desk welcome and escort the guest to rooms and assisting with their luggage. Inform guests of safety features and promotion of the hotel outlets. Bell boy is responsible for carrying guest’s luggage to their rooms. They may also responsible for checking the rooms before the guest arrives. Bell desk also provides news papers, medicines facility to the guest room.

Job description of Bell Captain:

Job Summary:

            To organize, supervise and control all lobby services to guest satisfaction in a shift.

Job specification:

1. Supervise the lobby attendants control their movement and activity on the lobby attendants control sheet.
2. Take attendance and prepare staff schedules.
3. Advise the assistant lobby manager periodically on the performance of lobby attendants and at times provides information to the guest.
4. Attend to guest complaints and handle telephone calls in the absence of assistant lobby manager.
5. Handle left luggage formalities and maintain the baggage check room.
6. Train lobby attendants to maximize department’s efficiency.
7. Organize and supervise check-in and check-out baggage formalities of groups, crews etc.
8. Control the sale of postage stamps and stationery to guests.
9. Maintain record of all guests with “Scanty baggage” and inform assistant manager-lobby and front office.
10. Conduct daily briefing of lobby attendants.
11. Co-ordinate and control the distribution of morning newspaper.
12. Supervise the storage of essential medicine prescribed by the house doctor and be accountable of the issue made.
13. Keep lobby clean at all times.
14. Keep baggage neatly and orderly at the specified places.

Job description of Bell Boy:

Job Summary:

            To execute porter and other lobby services as determined by the management.

Job Specification:

1. Report to bell captain.
2. Handle guest arrival.
3. Take the baggage from the car in the porch/gate to the room.
4. Escort the guest to the room on arrival.
5. Place the baggage in the room, on the luggage rack.
6. Explain the operation and control of light switches/ air-conditioning to the guests and switch them on.
7. Handle departure of guest.
8. Check the room to ensure that the guest has left no articles in the room by mistake. Switch off all lights and A/C.
9. Obtain clearance from front office cashier on the errand card regarding the bill.
10. Ensure collection of keys from guests at the time of check out and obtain clearance from information section
11. Check for mail, messages for departure guests and if available collect and give mail or messages to departing guest.
12. Take the baggage and place it in the car in the porch / gate.
13. Handle baggage of guests when they are shifting to another room.
14. Distribute newspapers to guest rooms and selected offices.
15. Keep lobby area clean.
16. Track / keep eye on unwanted guests in the hotel.
17. Attend to instructions of supervisor.
18. Assist in executing the baggage room formalities.
19. Provide laundry valet service at night.
20. Deliver guest messages to guest rooms.
21. Report guests with scanty baggage to the lobby manager.

Functions of Bell Desk:

            The senior bell captain is the in-charge of bell desk and along with his staff performs various duties from here. The various functions performed from here are as follows:

1. Luggage handling
2. Paging
3. Mail and message handling
4. Delivery of newspapers
5. Collection of room keys at departure
6. Miscellaneous jobs.
7. Wake call

  ERRAND CARDS

            The information counter at the front office will indicate that the guest has been allotted a room by handling over the errand card.  Which mention the room number.  The room key is also handed over with the errand card.  Bring to the guest’s attention  any baggage damaged to protect the hotel from blame.

Wake up call procedure:

            In some hotels the wake up call to groups and crews is coordinated by bell desk. In such cases it is the responsibility of the bell captain on duty in the morning shift to prepare the wake call sheets to all the groups and crews in – house.

Procedure:

            The bell captain obtains the group folio numbers of all the groups/crews in-house which are expected to leave that day.

            He then prepares the wake cal sheet of such groups by putting their room numbers and wake call time and baggage collection time/departure time from the hotel. These room numbers are again checked to ensure that all groups / crew members have received wake call.

Once all such sheets are made, a summary of groups / crew departure is prepared and is handled over to the assistant manager on duty. The assistant manager again checks these sheets and co-ordinate the calling time with the group leader / airlines staff to ensure that wake call is given the correct time.

Once the wake call is finally confirmed, the bell captain on duty assigns the duty of the bell boy to distribute these sheets to various departments, so that necessary arrangements may be made for a smooth check-out. He also assigns the duty to bell boy to bring the luggage at the given time and arrange for the check – out.

TELEPHONE

Importance of telephone Services:

            The telephone service is very important for effective communication for both the hotel and the guest.

When dealing with people on the phone remember:

1. The caller cannot see you, and can only listen to your voice.
2. The caller has a reason and a need for calling.
3. You may be the first contact of the caller with the hotel.
4. You represent the hotel.
5. The caller is paying money for the call.

Qualities of good telephone operator

Punctuality:

            It is extremely important that an operator reports fro duty at least five minutes before his / her shift. This will enable him / her to go through the handling over / taking register before taking over from the previously shift operator. Reporting late for duty upsets the entire working schedule and puts into inconvenience.

Personal Hygiene:

            Operators must be particularly careful that their mouths are free from odor. This is particularly important since the equipment is handled by more than one person. Hair should be properly groomed and finger nails well maintained.

Accuracy:

            Allowing proper time for connection and paying close attention to signals.

Speed:

            Speed is one of the most important features. Speed is a skilled performance for each operation with the least possible expenditure of energy.

Cooperation:

            Cooperation between all attendants and in fact, all employees is essential for the successful performance of the hotel business.

Clarity of Speech:

            Clarity when speaking on telephone is essential. Always make it a point to be attentive when receiving incoming calls and the resident guest calls.

A Sense of Responsibility on the Job:

            Irresponsibility can lead to the guests / hotels loss of business or equipment damage which is irreparable.

Secrecy:

            The operator should be aware of the fact that the rules and regulations make it an offence, punishable with dismissal from services to violate the secrecy of telephonic conversations.

Memory:

            Developing a good memory is extremely important for any telephone operator. The operator has to keep in memory the house directory, important telephone numbers of the city etc.

Concentration, Application and Quickness:

            Operators have to develop absolute concentration in their work. It is also imperative that the operators apply their mind to their work, take their work seriously as this will go a long way towards guest satisfaction.

Cheerfulness:

            It is important for operators to be alert and cheerful while handling any call. They must be aware of one fact that they are only heard and never seen and hence, it is essential that an operator brings out the cheerfulness in his / her voice.

Careful and Polite:

            It is not sufficient for an operator to posers all other qualities if he / she is not careful and polite. The operator must always maintain his /her voice and be polite to a guest even if he is irritating.

EQUIPMENT USE IN TELEPHONE DEPARTMENT

            There are basically 3 types of telephone equipment used in hotels.

1.      PBX: Private Branch Exchange.

2.      EPBX: Electronic Private Branch Exchange.

3.      EPABX: Electronic Private Automatic Branch Exchange.

There are various types of EPABX for line extension 3X30, 5X45, 12X100, where 3,5,12 indicates the main landline and 30, 45, 100 indicates the other internal extension line.

FACILITIES IN EPABX

·         A large number of extensions can be connected.

·         Individual meter for each out going line are provided.

·         Lodging of STD, ISD, Local or individual available for the internal.

·         The guest can call from the room directly to any place.

·         Charges will be added automatically without any manually station.

VARIOUS REGISTERS USED IN TELEPHONE DEPARTMENT

1.      Department wise summery

2.      FAX activity report.

3.      Operator control sheets

4.      Wake up call registers

5.      Telephone register.

1. DEPARTMENT WISE SUMMERY (Computer Print Out) : This summery has been taken end of the day by the telephone operator.  This report source the total usage of the telephone by the department for the day with the administration charges.  This summery will be handover to a front office manager and a copy to the reference.
2. FAX ACTIVITY REPORT:  This is a report which gives the out going Faxes from the telephone department the charges various for outgoing and incoming also.
3. OPERATOR CONTROL SHEET:  This sheet has the information about the outgoing calls through operator for the inner department and the guest in the lobby etc.  This report will be taken at the end of the day and will be check by the assistant front office manager.
4. WAKE-UP CALL REGISTER:  Whenever the guest want a wake-up call to inform the front office assistant to give the wake-up call.

The front office assistant immediately  note the room number, time, name of the guest.  At the time they get the any message from the guest other the front office inform to telephone department to give the wake-up call telephone operator will activate the alarm for the wake-up call for the room guest.

5. TELEPHONE REGISTER:  In some hotels, the operator will connect the STD, ISD, lines to the staff and the directors.

The information like phone number, place by call and the duration of call will be noted down manually.  The register also call as staff register and director register.

Various register in use:

There are many registers and forms used in the telephone department. They are:

1. Log Book
2. Complaints Register
3. Handling over Register
4. Guest trunk call register
5. Staff trunk call register / bill register
6. Guest Complaint Register
7. Trunk call Voucher Book
8. Local Call Voucher Book
9. Trunk Call Tally Sheet
10. Local Call Sales Sheet
11. Wake Call Sheet

TYPES OF CALLS

            Hotel must be able to support a broad range of telephone calls with adequate technology to ensure an efficient, effective tele-communications system.  There are many types of calls a guest may plays during the hotel stay.

1.      Local calls

2.      Direct dial long distance call

3.      Calling card calls

4.      Credit card calls

5.      Collect calls

6.      Third party calls

7.      Person to person calls

8.      Billed to room calls

9.      International calls

10.  Toll free calls

11.  Premium price calls

While all of these calls can be completed without operator assistance, guest’s sometime ask front office staff for assistance in placing calls.  In addition, a single call often fits into more then one category of call. For example, A direct dial long distance call could also credit card call, a person to person call could also be a collect call, a local call could be to an internet service provider and international call could be a person to person credit card call.  For many of these of calls, the hotel can charge guests a surcharge for use of its telephone technology.

1)      LOCAL CALLS:  A local terminology with in a local calling area and typically is billed on a per call basis rather than an a per minute basis.  The local phone company controls local telephone calls.  Hotels may charge guests on a per call basis or offer unlimited local calling for a flat daily charge.  Some hotels don’t charge guests for local calls.  Each charge or individual hotel determines its own local call policy.

2)      DIRECT DIAL LONG DISTANCE CALLS:Direct Dial Long Distance Call are most common calls hotel guests place a long distance call determinates outsides the local calling area.  Once a long distance number is dialed it is distributed over phone company office, which roots the call to whatever long distance carrier the hotel selected to handle its long distance traffic Direct Dial Long Distance Calls are also typically  required to as “1+” dial a ‘1” after accessing an out side line, then dial the area code and the telephone number.  They are attending to reach together, this string of numbers eliminates the need for telephone operator involvement.

3)      CALLING CARD CALLS:Calling Card calls typically billed to a code number on a calling call issued by either and phone company by a private billing company calling cards codes may be combination on the card holder’s area code and telephone number plus a multi digit personal identification number  (PIN) or it may a scrambled set of numbers and related to the card holders telephone. 

4)      COLLECT CALLS:  With collect calls a guest first dials “O” and the full telephone number.  Then waits for a telephone company operator.  The guest informs the operator that the call is collect, to be billed to the receiving party.  The operator stays on the line and verifies that the receiving party accepts the charges most telephone companies pay a commission to the hotels for collect calls placed by guests.

5)      THIRD PARTY CALLS:  Third Party calls are similarly to collect calls except that the billed number is not the called number.  In most cases, the operator may required that someone at the 3^rd party number accepts the  charge before putting the call through.  The hotel’s telephone company bills the 3^rd party and the amount does not appear an guest’s folio.  The hotel may apply sur-charge or other fee for this services.

6)      PERSON TO PERSON CALLS:  Person to Person Calls are not connected unless a specific party name by the caller verify that he/she is on the line.  This is an expensive call, but has no cost is the requested party is not available unlike credit card, collect calls or 3^rd party calls, person to person calls is charged to the number initiating the calls.  In addition the hotel may apply a sur-charge or other fee for their services.

7)      INTERNATIONAL CALLS:  International calls can be direct dial or placed with operator assistance.  To direct dial an international call, the guest typically dials an international access code and the telephone number similar to long distance calls.  The hotel bills the guests for direct dialed international calls while the phone company bills the guest for calling card or credit card calls.

8)      TOLL FREE CALLS:  Toll Free Calls can be direct dialed from a guest room as either local calls or long distance calls.  In either case the guest receives access to an outside line and dials “1+” the toll free access number (such as 800,888,877).  The hotel may apply a sur-charge or other fee for this services.

TELEPHONE MANNER

a)      All telephone calls will be attended before 3^rd ring.

b)      For all internal calls wish the time of the day and say the hotel name and how may I help you?

c)      Always speak clearly and pleasantly your speech should  select genuine warmth.

d)     While speaking should be polite pause concise and should avoid unnecessary.

e)      Speak in a modulate tone within the exchange, so as not to be heard the guest.

f)       In part of conversation in case is unavailable, the operate will say, “Pardon me sir/mam”.

g)      Incase of any complaint in respect of delay or otherwise apologies 1^st and attend to it instantly.

h)      When the caller is taping his telephone operator will say “May I help you?”

i)        Incase of technical defect on a particular extension where it will take move than 30 section for rectification the guest should be informed about delay alternative suggest as the convenience of the guest.

j)        All the importance will be noted down rather than committing to memory.

k)      Keep all the sources of information that might be required within reach.

l)        Don’t put off the phone, before the caller put off the phone first.   

FAX: It is simply a way of transmitting document is its original from one to another.  In accuracies due to transpiration error are thus eliminated and diagram and illustration can be reproduced and received in the exact format.  The two machines are linked together by a telephone line and the best description is one of two photo copies.  Jointed by the telephone line most fax machines are of the desktop variety and consequently small of enough to install almost anywhere.

                        Documents duds and other information can be sending automatically 24hrs a day; message can be timed to exact second.  Many models feature a delayed transmission with automatic diary and re-dial if necessary.  This has dual advantages of overcoming different time zones, and also means that message can be scheduled to sent when call rates are at they are very lowest.

E-MAIL:  This system can be used both internally and externally, providing that the organization is not worked.  It is a way of using the network to both send and receive message, either from one office to another or from one organization to another.  Even is the receptionist is over seas the message can be composed and transmitted in a matter of seconds.  Attachments can also be sent, so that consulted in documents do not need to be reproduce use of e-mail with in an organization can significantly reduce need the amount of paper generated, since the message need not be printed out, but can be stored in the memory for future reference.  The same message may also be sent to any number of people without the need to photo copy or circulated the information.  Once a message has been received, the reply can be forwarded to 3^rd party.

 INFORMATION
MAIL HANDLING :  

All the guests mail will be sorted as follows after stamping date:

a.       Guests expected on that day

b.      Guests staying in the hotel

c.       Guests yet to arrival

d.      Guests already left

In case of guest expected to at arrival.  Keep the mail at the reception and indicate on the reservation slip and give it to guests on his arrivals.

In case of guest staying in the hotel, send it to the room if the guest is in the room.  Otherwise, keep it in pigeon hole while delivering the mail, if should be kept on a tray or a salver.

In case of guest yet to arrival it will be kept date wise, alphabetically the relation in the pigeon holes.  In case of guest already left, redirect the mail to the forwarding address left by the guests.  In case no forwarding address is left, retain it for a week and send it back to the sender.

In case a letter can’t be learned by any of the above mentioned ways, send it to the dead letter office.

MESSAGE HANDLING

1.      All messages for the guest, officer not in their rooms. Offices should be received at the information counter.

2.      All messages received must be properly recorded in the message form ( form enclosed).

3.      All message will be can use previous and legible paying special attention to the time.

4.      All messages must be maintained in their respective slot/pigeon holes and should be handed over to the guests, officers at the earliest.

5.      While taking message, ascertain whether any instructions have been left regarding the where about if the guests/officers and in case there is no such information then take down the message.

6.      In case the guest is located in the restaurant or in the lobby, the message should be delivered one platter or tray.

7.      In case the carrying party requests that the message should be treated as urgent the message should be taken in duplication and second copy write be sent to the room in an envelope or receipt immediately.

8.      In case the key is not available at reception and there is no reply from the room, the message will be taken in duplicate, one copy will be sent to the room and the second copy will be kept in the pigeon hole.

9.      All message relating to accidents, deaths loss of property will be immediately delivered to the guest.  In case the guest is out of the hotel efforts will be made to contact him/her immediately.

HANDLING ENQUIRIES

            The enquiry clerk is to answer the enquiries made by guests.  This office is equipped with various reference books which included street maps, telephone directories, post office guides, international hotel guide as well as local ( theatre, cinema and other entertainment guides) all mail delivered at the hotel sorted.  The business mail is sorted to the letters for resident guests.  The room numbers are put and placed in the “pigeon hole” of the key racks so that guest recalls his letter when he hands in or collects his keys.  Any mail received for guest due to arrive is kept in the fill in alphabetical order and necessary note is made in the hotel diary guest who have left the mail is readdressed as per the forwarding address and details of re-directions are noted in the mail forwarding book.

            In case a guest wishes to send a telegram cable parcel or letter the enquiry clerk can deal with this for him.  Amount of money is paid out by the enquiry desk on behalf of guest and is charged top the guests account on the VTL by means of a VPO cheque.  All paid outs are reimbursed to the enquiry clerk.  The enquiry desk is also responsible for the safe custody and issue of room key to the guest.