Provide Accommodation Reception Services

UNIT OF COMPETENCY : PROVIDE ACCOMMODATION

RECEPTION SERVICES

MODULE 1 : PROVIDING ACCOMMODATION

RECEPTION SERVICES

Module Description:

This unit of competency deals with the skills and knowledge required to provide arrival and
departure services to guests in commercial and accommodation establishments.

This module consists of six (6) learning outcomes. Each outcome contains learning activities for
both knowledge and skills, supported with information sheets, self-check activities and job/operation
sheets, gathered from different sources. Before you perform the manual exercises, read the
information/activity sheets and answer the self-activities provided to confirm to yourself and to your
instructor that you are equipped with knowledge necessary to perform the skills portion of the
particular learning outcomes.

LEARNING OUTCOMES:

At the end of this module you will be able to:

LO1. Prepare for guest arrival

LO2. Welcome and register guest

LO3. Computerize reservation system is operated

LO4. Perform “During Stay” functions

LO5. Organize guest departure

LO6. Prepare front office record and reports

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QUALIFICATION : FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY : Provide Accommodation Reception Services

MODULE : Providing Accommodation Reception Services

LEARNING OUTCOME 1 : Prepare for guest arrival

ASSESSMENT CRITERIA:

1. Reception area is prepared for service and all necessary equipment are checked prior to use
2. Daily arrival details are checked and reviewed prior to guests arrival
3. Rooms are allocated in accordance with guest requirements and establishment policy
4. Uncertain arrivals or reservations are followed up in accordance with establishment procedures
5. Accurate arrival lists are compiled and distributed to relevant personnel/ departments
6. Colleagues and other departments are informed of special situations or requests in a timely manner

CONTENT:

CONDITIONS:

Student/ trainee must be provided with the following

Tools Equipment Materials/ Supplies
Computer Reservation form
Cancellation Form
Confirmation Record
Guest History Card
Registration form

METHODOLOGY:

• Demonstration
• Discussion

ASSESSMENT METHOD:
• Interview (oral/ questionnaire)
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• Observation
• Demonstration of Practical Skills
• Written examination

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LEARNING EXPERIENCES

Learning Outcome No. 1

PREPARE FOR GUEST ARRIVAL

Learning Activities Special Instructions

Information Sheet No. 3.1 – Read Information sheet No.3.1 –

Answer Self Check No. 3.1

Compare answer to answer key 3.1

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.

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INFORMATION SHEET NO. 3.1

Definition of Registration

Registration is the process by which an incoming guest signifies his or her intent to stay in the
hotel by completing and signing registration card. Once the guest has registered in the hotel, the
management has liability and responsibility for that guest stay and safety. It gives the guests freedom
to avail of various guest services. Registration also keeps the government in track of foreign travelers
during their stay in particular country.

Selling the Guestrooms

Front desk agents will not have the chance to use efficient or innovative registration techniques
if the guest is not convinced of the value of renting a hotel room. A common practice used to enhance
the value of the lodging experience to the guest while increasing hotel revenues is called up-selling.
Through this, the guest enjoys a better lodging experience while the management is rest assured that
the revenues earned are bigger than the usual.

Some Reception Terminology

1. Complimentary – it refers to a free use of room

2. Crew – it refers to an airline flight and cabin crew
3. Due Out – Hotel term for an occupied room expected to be vacated
4. Group – This refers to anybody of people of 15 persons or more travelling together
5. Guest Folio – A term that refers the running bill of a guest, recording charges for his/her stay and the use of
other hotel services.
6. House – it refers to the hotel
7. House Count – It refers to the number of guest residing in the hotel
8. Lock-out – Terms refers to a guest room sealed for entry by the hotel because she has not settled his/her bill.
9. Not Cleared – It refers to a room that is being prepared by housekeeping for sale.
10. Position – It refers to a room that are available for sale at the beginning of a shift or day.
11. Scanty Baggage – It refers to a guest with hand baggage only.

Pre-Registration Activities

Guest can be pre-registered using the information collected by reservation agents during the reservation
process.

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Typically, pre-registered guest only needs to verify information already entered onto a registration card
and provide a valid signature in the appropriate place on the registration card. There are benefits of having a
registration card. Through this, the receptionist can register more than one guest at a time. The registration card
can be stored conveniently and takes less space on the reception counter.

Registration Framework

Reception and registration includes greeting the guest, filling up the registration record, establishing the
room and rate assignment, identifying the method of payment, issuing the room key, and introducing the bell
service. A registration record is kept by the agent. It is a collection of important guest information created by the
front desk agent following the guest arrival such as guest name, address, telephone number, company
affiliation, method of payment ,and the departure date.

Name: Forwarding Address:

Occupation: Payment Mode:

Name of Company and Address: Passport No.
Designation: Date of Issue:
Residential Address: Place of Issue:
Nationality: No. of Persons:
Date of Arrival: Time: Room No. :
Expected Date of Departure: Room Rate:
Purpose of Visit:
Next Designation:
The management is not responsible for the loss of I have gone through the terms and conditions of
guest valuables. Lockers are available with the my stay in this hotel and I agree to abide by the
cashier. same.

Guest Signature:

Registration Card

Room and rate assignment is an important part of the registration process which involves identifying
and allocating an available room in a specific room category to a guest.

When the room is unavailable in the guest’s preferred category, front desk agent may conduct a survey
of all room categories to identify an acceptable available room. A code or description is used to indicate the
occupancy and housekeeping status of a room. This is called the room status. The price a hotel charges for
overnight accommodations is called the room rate.

The registration process of identifying the method of payment plays an important role in the front office
guest accounting, since the front desk agent are responsible for gathering information at check-in on the
intended method of payment. Common method of room rate payment includes cash, personal checks, credit
card, direct billing and some special programs.

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The front desk agent completes the registration process by issuing the room key. The front desk agent
must then call the attention of the bell service to help the guest in carrying their luggage.

Fulfilling Special Requests

Part of registration is making sure that any special request made by the guests are acknowledge and
acted on. Other special request may range from request of newspaper and magazines to relocation of guest
room location and view. A guest may also ask for a specific bed type and may also ask for bizarre amenities or
flowers and fruits, among many others.

Worst Case Scenario

There are times when guests cannot be accommodated. This usually happens when a reserved guest
arrives in the hotel and the reserved room is not available and cannot offer other rooms because the hotel is
fully booked. Relocating guest must be done with great care and concerns. Walking a guest must be done by a
manager, not by a front desk agent. The hotel must pay for all the nights the guest is relocated and attempt to
bring the guest back as quickly as possible.

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SELF-CHECK 3.1
TRUE OR FALSE

Instruction: Write True if the statement is correct and False if not. Write the answer on the space
provided.

_______ 1. Registration is the process by which an incoming guest signifies his or her intent to stay in the hotel
by completing and signing registration card.
_______ 2. The front desk agent completes the registration process by issuing the special request.
_______ 3. There are times when guests cannot be accommodated.
_______ 4. Walking a guest must be done by a front desk agent, not by a manager.
_______ 5. Room and rate assignment is an important part of the registration process which involves identifying
and allocating an available room in a specific room category to a guest.
_______ 6. When the room is unavailable in the guest’s preferred category, manager may conduct a survey of
all room categories to identify an acceptable available room.
_______ 7. Terms refers to a guest room sealed for entry by the hotel because she has not settled his/her bill is
called Lock-out .
_______ 8. , Pre-registered guest only needs to verify information already entered onto a registration card and
provide a valid signature in the appropriate place on the registration card.
_______ 9. Check-out includes greeting the guest, filling up the registration record, establishing the room and
rate assignment, identifying the method of payment, issuing the room key, and introducing the bell service.
_______ 10. Guest can be pre-registered using the information collected by reservation agents during the
reservation process.

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ANSWER KEY
SELF-CHECK 3.1

1. True
2. False
3. True
4. False
5. True
6. False
7.True
8. True
9. False
10. True

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QUALIFICATION : FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY : Provide Accommodation Reception Services

MODULE : Providing Accommodation Reception Services

LEARNING OUTCOME 2 : Welcome and Register Guest

ASSESSMENT CRITERIA:

1. Guests are welcomed warmly and courteously

2. Reservation details are confirmed with guests
3. Guests with or without reservations are registered according to establishment systems and
procedures.
4. Correct accounting procedures are followed in accordance with property standards
5. Room key/electronic cards, guest mail and messages are issued to guests

CONTENT:

CONDITIONS:

Student/ trainee must be provided with the following

Tools Equipment Materials/ Supplies
Computer Reservation form
Key card Registration form

METHODOLOGY:

• Demonstration
• Discussion

ASSESSMENT METHOD:
• Interview (oral/ questionnaire)
• Observation
• Demonstration of Practical Skills
• Written examination

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LEARNING EXPERIENCES

Learning Outcome No. 2

WELCOME AND REGISTER GUEST
Learning Activities Special Instructions

Information Sheet No. 3.2 – Read Information sheet No.3.2 –

Answer Self Check No. 3.2

Compare answer to answer key 3.2

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.

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INFORMATION SHEET 3.2

Processing Guests Registration

Check in Procedures

1. Welcome and greet the guest.

“Good morning Mr. Jones. Welcome to Crown Plaza Hotel.
Welcome him back if he is a repeat patron.
Welcome back. We are glad to see you again”.

2. Ask for guests name if not known to you. Say: “May I have your name sir?”
After getting his name, check the arrival list if he is in the list of expected arrivals (with reservations) if not in
the list, he is considered a walk-in guest without reservations. Never ask: “Do you have reservation?” This
sounds offensive and gives the guest an impression that only those with reservations are favored. By simply
looking at the arrival list, one will know whether the guest is expected and has advanced reservations.

3. Verify reservations details if the guest is pre-registered, with pre-blocked room.

In a computerized Front Office System, the details of confirmed reservation maybe copied from the
reservations form to the registration card, including the name of arriving guests, room nights, room type and
rate, assigned room, billing arrangement, company and other available information. When the company
expected guest arrives, the desk clerk simply pulls out the form from the rack or designated folder and
clarifies or validates some information. He clarifies the spelling of the name or asks whether the name is first
name or surname, etc. After validating said information, he then asks the guest to check all written
information on the form and then requests him to sign his name.

“Miss Quiroz, we have a confirmed booking for you under the name of Mitsui and co. For verification ma’am,
your family name is Quiroz, which is spelled as Q,u,i,r,o,z, is that right? You will be staying for two nights and
your departure will be November 15. Your booking is guaranteed by Mitsui and Company so you can sign
under your account. May I request you to further checks details in your registration form and to sign your
name?

4. If the guest is a walk-in (no reservation, not in the arrival list and not pre-registered) the desk clerk must first
ask the guests preferred room and then checks the Room Status Bulletin (or rack whichever is used) if it is
available. He must check rooms with status of “vacant ready”. If the preferred room is available and ready,
the desk clerk shall give a registration form to the guest for him to fill up. Make sure it is duly it is signed and
that all needed information are entered on the form.
“May I request you to fill u the registration form?”
It is possible that the preferred room is available but not yet ready. The status is “vacant dirty”. In this case,
inform the guest but encourage him to take another room if he does not want to wait.
“At the moment MR. Roderno, the available double de luxe room is still being made p. do you want to
settle for a king double deluxe instead?

If he is willing to wait, then invite him to the coffee shop for a coffee break or to read magazines at the
lounge so as not to get bored.
“While waiting for your room, would you like to enjoy a coffee break at our coffee shop or would rather
entertain yourself with some magazines at the lounge?”

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Different hotels required varying information during the registration. Most data are required for security
reasons and for reference in preparing marketing strategies. The basic information needed are:
• Complete name and address
• Nationality
• If foreigner, the passport number and place of issue
• Company and address
• Length of stay
• Preferred room and method of payment
• Billing arrangement: whether by card or cash or charged to company

With the proliferation of criminals, bombers and rebel groups that have victimized various establishments
everywhere in the world, every hotel need to be more vigilant in insuring that dangerous people who register
in a hotel will be properly identified and prevented from possibly victimizing the hotel and its guests. that is
why it is necessary to have as many information about the guest background, contact number and address.
For security reasons, some hotels even go to the extent of asking unknown guests about their car
registration, purpose of visit and next destination so that in case they create any trouble or they need to be
contacted, the hotel can easily trace their whereabouts.

It is a common practice among hotels to share information about guests who are blacklisted due to robbery,
skipping bills, etc. The desk clerk must check guests names against this list before accepting them for
registration.

5. After the guest completes the registration form, the desk clerk must insure that:
• The registration details are complete, correct and legible;
• The guest has signed the form;
• The guest is well informed of the terms and conditions (usually indicated at the back of the
registration form), as well as the room rate and what it covers;
• The guest is also informed whether he is entitled to a signing privilege or not and
• The details of the booking that are indicated in the reservations form have not changed.

On the lower portion of the registration form, the desk clerk must indicate the room number, room rate,
applicable discount if any and affix his/her signature. Then he shall time stamp the registration card at the
back.

6. Endorse the registration form to the Front Office cashier for bill settlement (unless the desk clerk also does
the cashiering function). If the guest charges are to be billed to a company account, check if the letter of
authorization from the company is already forwarded to the hotel. of not, ask the guest if he has the
document.
“Ms. Quiroz, you are blocked under the account of Mitsui and Co. We have not received your company’s
letter of authorization/guarantee as of this date. do you have it with you?”

If the guest neither has the authorization letter, the matter has to be referred to the Duty/Front Office
manager who will decide whether to allow for changes under the company account or no. The usual practice
is for the guest to be blocked as personal account either by cash or credit card payment pending the arrival of
the authorization letter. If this is the case, the guest must be tod discreetly and deposit may be asked or an
imprint of his credit card maybe taken. With this measure, the hotel cam be protected against possible
losses.

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“Sir, it is our company policy to require an authorization letter for any company accounts. Since this is
not yet with us, I hope you don’t mind if we have to place you first on a personal account but we will adjust
your booking as company account the moment we receive the letter. The letter must be with us prior to check
out”.

7. Once the bill is settled, prepare the Guest ID and give it to the guest.
Say: “This is your hotel ID and room key Ms Quiroz. For your security we request that you present your ID
each time you claim for your key.”

8. Call for a bellboy to accompany the guest to his room. Mention the gust name and give rooming instructions.
“Ms Quiroz, your room is on the second floor. Our bellboy Sonny will accompany you to your room”.

9. Wish the guest a pleasant stay.

“Have a nice day Ms.Quiroz. We hope you will enjoy your stay with us. Don’t hesitate to call the Front
desk should you need any assistance.”

10. Prepare a guest folio. This is a document where all guest charges are entered, either manually or in the
computer, under the Guest Accounting Menu. Manually prepared folios are inside an envelope or folder.
Some hotels place this folio on the guest’s key rack or on a separate file classified according to floor/area and
room number.

In preparing the guest folio, note down the following:

• Room number
• Guest name and address
• Number of guest registered
• Arrival/departure date
• Room rate
• Registration card number
• Other remarks like “on cash basis,” walk in, for pick up, travel/airline booking, etc.
On the side of the folio, make notations like:
• Personal account; if guest will pay in cash, with credit card or travelers check. If card, lace in the
appropriate box the credit card number and expiry date.
• If charged to company mention the company like: charge to Mitsui and Co.
-authorization letter attached or will follow

EXAMPLE: Charge to:

Mayfair Enterprises
Room and meals charge
Others: personal account
Attention: Mr. Adonis Samson
Letter on file or letter to follow

• If charged to a travel agency, Place a notation like:

Charge to Alpha Travel and Tours

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GUEST FOLIO
No. 0555
Name of Guest: No. of Room no.
guests
Company:
Address:

Nationality Phone no. Arrival date Departure

Billing arrangement: Charge to:

Date Reference Charges Balance REMARKS

Total
Less deposit OR no.
Balance/amount payable
Remarks: GTD by company – room and meals only; others PA*
I agree that my liability for this bill is not waived and that I will be personally liable in the event that the
indicated person, company or association fails to pay for any or the full amount of these charges
contained in this account are correct.

Guest signature ___________________ Prepared by ___________________

Date: ___________________________ Desk Clerk

11. Enter the guests’ name and other details in the Guests List (maybe done manually or through the computer).

A computerized system creates a data base wherein the names and other details regarding house guests are
recorded including their room, length of stay, billing arrangement (whether with or without signing privilege,
special arrangements, etc.) This data base can be easily accessed in the network by all service units like
Housekeeping, Telephone exchange, Laundry and restaurant for them to know the payment arrangement for
guest’s consumption or use of services.

12. Change the room status of the newly occupied room in the room status indicator/rack or in the computer,
whichever is used. The room will now have the status of “occupied”, with the name of the occupant written
in the corresponding room number. If a manual coding is used ( sometimes status is indicated by a color
code0, change the code.

13. If the hotel is fully booked, assist the guest in getting accommodation elsewhere and offer to transfer them
to the hotel once a room will be available.

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“I’m sorry Mr. Roderno but we are fully booked right now. Would you like me to get you a booking in one of
the neighboring hotels? In case we will have a vacant room tomorrow we will be glad to have you transferred
to our hotel.”

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SELF-CHECK 3.2
TRUE OR FALSE

Instruction: Write True if the statement is correct and False if not. Write the answer on the space provided.

___________ 1. Different hotels required varying information during the registration.

___________ 2. . If the hotel is fully booked, do not assist the guest in getting accommodation elsewhere and
offer to transfer them to the hotel once a room will be available.

___________ 3. A computerized system creates a data base wherein the names and other details regarding
house guests are recorded including their room, length of stay, billing arrangement.
___________ 4. Wish the guest a pleasant stay.
___________ 5. Once the bill is settled, prepare the Guest ID and give it to the bell boy.

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ANSWER KEY

SELF-CHECK 3.2
1. TRUE
2, FALSE
3. TRUE
4. TRUE
5. FALSE

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JOB SHEET 3.2

Title Welcome and Register Guests

Performance Objectives a. Guests are welcomed warmly and courteously
b. Reservation details are confirmed with Commented [U1]: Bold and ital
guests
c. Guests with or without reservations are
registered according to establishment systems and
procedures.
Supplies
Equipment

Procedure:

Do a simulation/ role play of welcoming the guest and registering the guest according to
establishment system and procedures.
Percentage Score
Clarity of Voice 25
Choice of words
Memorization of Script 25
Self-confidence and poise 25
Neatness 25
Total Score 100

Performance Checklist
Assessment Method:

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PERFORMANCE CRITERIA CHECKLIST 3.2

JOB SHEET 3.2

Trainee’s Name: _____________________________ Date: ___________

CRITERIA YES NO
Did I…..
• Perform the objectives clearly?
• Check the flow of registration?
• Welcome the guest courteously?
• Get all the pertinent data on the guest?
• Issue the key and hotel identification to guest?
• Asked the bell service to escort the guest to assigned room?

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QUALIFICATION : FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY : Provide Accommodation Reception Services

MODULE : Providing Accommodation Reception Services

LEARNING OUTCOME 3 : Organize Guest Departure

ASSESSMENT CRITERIA:
1. Departure lists are reviewed and checked for accuracy
2. Guest requests for assistance with departure are acted upon courteously or referred to the
appropriate department for follow-up

CONTENT:

CONDITIONS:

Student/ trainee must be provided with the following

Tools Equipment Materials/ Supplies
Computer Guest Folio

METHODOLOGY:

• Demonstration
• Discussion

ASSESSMENT METHOD:
• Interview (oral/ questionnaire)
• Observation
• Demonstration of Practical Skills
• Written examination

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LEARNING EXPERIENCES

Learning Outcome No. 3

ORGANIZE GUEST DEPARTURE
Learning Activities Special Instructions

Information Sheet No. 3.3 – Read Information sheet No.3.3 –

Answer Self Check No. 3.3

Compare answer to answer key 3.3

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.

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INFORMATION SHEET 3.3

Check-out/ Departure

Check-out
The procedure involved in the departure of a guest from a hotel, including settlement of the guests
account is called the check-out procedure. There are several functions made by the front office during check-
out. The front office performs at least here important of these functions during the check-out. It includes
resolving outstanding guest account balances, updating room status information and creating guest history
records.

Check-out Procedures

Check-out can be an efficient process when the front office is well prepared and organized. It is
important to know that there are several procedures that need to be accomplished. The front office staff must
• First greet the guest upon arrival on the front desk for departure.
• They must then check for mail, messages and faxes if there are any for that guest.
• Checking for safe deposit box or in-room safe keys must also be done.
• The guest would now like to inquire for his account and the staff should then verify it to see if there
are additional recent charges.
• Present the guest folio and verify the method of payment. The account must then be processed with
effortless and accuracy.
• Once the account payment has been settled the room key is then secured and its time to bid farewell
to the guest.
A late check-out indicates that the guest is being allowed to check-out later that the hotel’s standard
check-out time (usually 12 noon). A late check-out fee is imposed by some hotels on guest who do not check-
out by the fee established check-out time. The amount of the late check-out fee varies according to hotel policy.

Check Out Time

Most hotels have a check out time of 12:00 noon. Extension is usually subject to extra charges unless
such charge is waived by management especially for late check in. However, request for extension may not be
granted during full house or when the occupied room is already reserved and sold out to arriving guests or
needed for early check in.

If extension is granted and the hotel is not full:

Guest may stay free of charge till 6 PM only;
Beyond 6 PM half or full rate applies (discretionary to management)

Other arrangement maybe made upon of the approval of the Duty Manager

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Unpaid Account Balances

No matter how carefully the front office monitor’s guests stay, there is always possibility that the guest
will leave without settling his or her bill. Guest who leave the hotel without making arrangement to settle is or
her account are called hotel skippers. The management should always find ways on how to minimize incidents of
having these kinds of guests. Some hotel would require posting to a guest account that does not reach the front
desk for posting until after the guest has checked out and close his or her account. This is called the late charge.
Front Office Records

After the guest departed in the hotel, the front desk is tasked to file the guest records for future use. A
record of personal and financial information about hotel guests that is relevant to marketing and sales, and can
help the hotel serve the guest should he or she return is called the guest history record. Through this record, it
would be easier accommodate returning guests for it serves as their blueprint of stay in the hotel. Guest history
records are kept in file. A collection of guest history records are kept on file. A collection of guest history records
constructed from expired registration cards or created through computer-based system is called the guest
history file.

Sample Dialogue for Departure

1. Warmly greet the guest and ask how you may help him or her.
“Good morning Mr. Blank, may I help you?”

2. If the guest is checking-out, ask for the room number, and verify the guest’s name pull out his guest
folio.
“May I have your room number sir? Mr. Benedict Blank are you checking out today?”

3. Check for any last minute messages, mail or additional charges not yet posted.

4. Ask if the guest has made additional charges to his or her room in the last 30 minute. Be sure that last-
minute charges are posted to avoid in convenience on part of the hotel and the guest. Advise the guest
of the amount due if no late charges have been made.

5. Ask how the guest wishes to settle the account.

a. if using credit card, be sure to follow credit card policies and procedures.
b. if using personal check, follow check cashing policies and procedures.
c. if paying with cash, post the folio “paid”, time-stamp it, and give a receipt to the guest.

6. Ask the guest if he wants to make advance reservations for his/her next visit. Ask also for comments and
suggestions.
“Mr. Blank, do you have any plan of coming back? Would you like us to make advance reservation for
you?”

Thank the guest for staying in the hotel and invite him/her to come back. As he/she leaves the desk
area, wish him a safe and pleasant journey.

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“Thank you very much Mr. Blank for choosing our hotel for your accommodation. We hope to see you
again. Have a pleasant and safe journey.”

7. If a guest complains about a service or maintenance problem, acknowledge and empathize with him
following procedures for complaints handling. Thank the guest by bringing the problem to your
attention and assure him it will be recorded and that appropriate action will be taken.
“I Can see how disappointed you sir. I’m sorry that we made you feel that way. I have taken note of your
comments. Rest assure we will have this documented and the management will certainly take remedial
action immediately. Thank you bringing this matter attention.”

Inform the manager of the complaint or comment so that proper action can be taken and prevent it
from happening again. If the guest is still unsatisfied with the service or maintenance, call the manager
or supervisor. Try to avoid letting the guest leaves the hotel disappointed or discontented.

Billing Procedures

Upon the check-in, each guest is asked politely how his account will be settled. Payment information is
then noted on the registration card in the space provided for. It is imperative that the Desk Clerk requests for
the passport of any foreigner or residence certificate number of local residents. He should see to it that the
registration card is properly and legibly filled out and that it contains all required information.

As a general rule, guests are required to immediately settled room charges and other bills – meals, room
service, laundry, etc. However, they could be allowed to sign for charges if any of the following is presented:
1. Credit Card – that is valid, in the name of the guest and has not expired non cancelled.
2. Letter of Authorization from companies, groups or individuals with approved credit line in good credit
standing.
3. Membership card which extends signing privilege to members (applies to Country Clubs or resorts that
extend signing and discount privilege to its members). The cardholder must however be in good credit
standing and his membership or signing privilege is not suspended or cancelled.

A. Walk-Ins/Cash Clients

1. Walk-ins, without luggage or those reservations made by the guest himself without prior credit
arrangements shall be required to make a deposit equivalent to the duration of the guest’s stay and the
room shall be put o CASH BASIS, i.e., no signing privileges for all outlets, laundry, telephone charges. For
purpose of determining if a guest has luggage or none, more than two (2) luggage are considered “with
luggage”.
2. For Guests with no prior credit arrangement but who are repeat guests or have booking history, the
hotel may just required partial deposit but send reminder letter when their account reaches a certain
amount like P 5,000.

3. For Guests considered as walk-in with luggage, place the notation “walk-in with luggage” on the
registration card and guest folio. Pre-payment or deposit may not be required but account shall be closely
monitored by the Front office Manager and cashier.

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B. Private Individuals (Non-Cardholders)

If the guest indicates that the bill is to be sent to a private address, the guest should be referred to the
Front office or Duty manager for disposition.

C. Airline and Travel Agency Accounts

For the billing of guests guaranteed by an airline or travel agency, the following procedure apply.:

1. A service/Accommodation voucher shall be presented and submitted to the desk Clerk. If it is not
submitted and the guest is checking out already, the matter shall be immediately referred to any
authorized officer who will make a decision. If any of these officers will authorize the check-out, the
officer will indicate his signature on the guest folio.

2. For Airline companies booking lay-over passengers, the front office will request passengers to submit
the Passenger Service order or Charge Voucher during check-in and this shall be attached to the guest
folio. without said documents, the account shall be considered personal account of the guest and will be
payable upon check-out.

3. For Airline diverted/delayed flights, the Desk Clerk, upon receipt of the Manifest, shall indicate therein
the room number assigned to the passengers and the amount that they can charge as agreed upon with
the Airline. The Desk Clerk shall prepare copies of Manifest with the necessary information. This will be
distributed to all outlets, front Office Cashiers/Night Auditors and Credit/Finance Manager.

The “Charge to” portion in guest folios shall indicate the proper billing instructions, such as the name of
the airline and the amount authorized by the airlines as agreed upon the hotel, room rate and food.

Desk Clerk shall daily inform the passengers regarding the arrangement made between the hotel and
the airline especially with regard to the mode of payment for beverages which shall be no strictly CASH
BASIS

Sample Voucher
MISCELLANEOUS
CROWN ROYALE HOTEL CHARGE VOUCHER
Balanga, Bataan

NO. 0003
Date

Charge to __________________________

Room No. Guest‘s name

Remarks/Particulars

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Guest’s signature Prepared by

___________________________
______________________
Noted/approved by:
_________________________
Front Office Manager

D. Commercial Accounts with Credit Line

Some hotels are open to extending credit/signing privilege to individuals or companies. This is called a
commercial account. The procedure is for the company to submit to the hotel a credit application (form is
provide by the hotel). the application is assessed and processed by the Credit or Finance Department. They
usually make a credit investigation to determine the paying capacity of the applicant and whether said applicant
has good credit standing. If this is ascertained, a credit line is extended to the applicant. Specimen of signatures
of authorized signatories shall be secured for verifying authenticity of any endorsement for check in.

If a company with a commercial account wants to book a guest in the hotel, a letter of authorization
shall be provided before check in, stating that the company is authorizing the guest to book under the company
account.

Billing Arrangement for Groups

Prior to the group arrival, the salesperson will finalize billing arrangement with the group coordinator.
The method of bill settlement may be in the form of.

1. Sign All Charges (SAC) – In this billing arrangement, each member of the group is allowed to sign all
their charges to the group. The group coordinator or organizer will settle all bills. To “sign” charges to a
room or a group is to be extended credit.

2. Sign Room and Tax (SRT) – the sponsor or organizer shall pay only the room and taxes for the
attendees. All incidentals like laundry, telephone and meals shall be to the account of attendees.

3. Each Pays Own (EPO) – the arrangement stipulates that the attendees will pay for their own charges. If
this arrangement is applied, the attendees are not given their room key until they settle their room
charges.

Proper Handling of Authorization Letter

1. The letter of authorization and Assumption of Liability shall be provided by the guarantor before the
check in of their guest. Said letter must state the items or expenses to be charged and an assumption of
liability for the charges mentioned in the letter.

If the letter of authorization is presented upon registration (or before check-in) the Desk Clerk must
always verify the authentication of the letter by calling the company.

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2. If upon reservation, it was ascertained that the client is a guest of a company which has an approved
credit line and the reservation is made through the company concerned, the letter of authorization must
be available before or upon check-in and not later that the check out time.

3. the letter must exactly state what is covered in the authorization to the changed – whether the entire
hotel bill or only specific charges. The guest should be notified and should be asked be politely how he
intends to settled charges that are not covered by authorization.

4. if a letter of authorization is not yet forwarded to the Reservation/Front Office and the guest is checking
out already, the matter should be immediately referred to the Manager authorize to make a disposition.
If the manager will authorize the check-out, he should indicate his signature in the gust folio.

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SELF-CHECK 3.3
TRUE OR FALSE

Instruction: Write True if the statement is correct and False if not. Write the answer on the space provided.

____________ 1. The procedure involved in the departure of a guest from a hotel, including settlement of the
guests account is called the check-out procedure.
_____________ 2. If a letter of authorization is not yet forwarded to the Reservation/Front Office and the guest
is checking out already, the matter should not be immediately referred to the Manager authorize to make a
disposition.
_____________ 3. Upon reservation, it was ascertained that the client is a guest of a company which has an
approved credit line and the reservation is made through the company concerned, the letter of authorization
must be available after check-in and not later that the check out time.
_____________ 4. Some hotels are open to extending credit/signing privilege to individuals or companies.
_____________ 5. Check for any last minute messages, mail or additional charges not yet posted.
_____________ 6. Warmly greet the guest and ask how you may help him or her.
_____________ 7. For Guests with no prior credit arrangement but who are repeat guests or have booking
history, the hotel may just required partial deposit.
_____________ 8. No matter how carefully the front office monitor’s guests stay, there is always possibility that
the guest will leave without settling his or her bill.
____________ 9. Check-out can be an efficient process when the front office is not well prepared and
organized.
____________ 10. Specimen of signatures of authorized signatories shall be secured for verifying authenticity of
any endorsement for check in.

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ANSWER KEY

SELF-CHECK 3.3
1. TRUE
2. FALSE
3. FALSE
4. TRUE
5. TRUE
6. TRUE
7. TRUE
8. TRUE
9. FALSE
10. TRUE

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JOB SHEET 3.3

Title Organize Guest Departure

Performance Objectives a. Departure lists are reviewed and checked for
accuracy.
b. Information on departing guests are sought
from other departments in a timely manner to
facilitate the preparation of account.
c. Guest accounts are generated and checked for
accuracy.
d. Guest accounts are explained clearly and
courteously to the guest and processed accurately
Supplies
Equipment

Procedure:

Do a simulation/ role play of organizing guest departure and settling bill according to
establishment system and procedures.
Percentage Score
Clarity of Voice 25
Choice of words
Memorization of Script 25
Self-confidence and poise 25
Neatness 25
Total Score 100

Performance Checklist
Assessment Method:

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PERFORMANCE CRITERIA CHECKLIST 3.3

JOB SHEET 3.3

Trainee’s Name: _____________________________ Date: ___________

CRITERIA YES NO
Did I…..
• Perform the objectives clearly?
• Check the flow of departure?
• Assists the guest courteously?
• Get all the pertinent data on the guest stay?
• Get the key and hotel identification to guest?
• Asked the bell service to escort the guest during departure?

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QUALIFICATION : FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY : Provide Accommodation Reception Services

MODULE : Providing Accommodation Reception Services

LEARNING OUTCOME 4 : Prepare front office records and reports

ASSESSMENT CRITERIA:

1. Front office records are prepared and updated within designated timelines
2. Room changes, no shows, extensions and early/late departures are correctly followed.
3. Reports and records are distributed to the appropriate departments within designated timelines.

CONTENT:

CONDITIONS:

Student/ trainee must be provided with the following

Tools Equipment Materials/ Supplies
Computer Reservation form
Guest Folio

METHODOLOGY:

• Demonstration
• Discussion

ASSESSMENT METHOD:
• Interview (oral/ questionnaire)
• Observation
• Demonstration of Practical Skills
• Written examination

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LEARNING EXPERIENCES

Learning Outcome No. 4

PREPARE FRONT OFFICE RECORDS AND REPORTS

Learning Activities Special Instructions

Information Sheet No. 3.4 – Read Information sheet No.3.4 –

Answer Self Check No. 3.4

Compare answer to answer key 3.4

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.

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INFORMATION SHEET 3.4

Change of Room and Rates

Room Transfer

Guest may be transferred to other room for the following reasons:

1. Guest requests for the room transfer because:

➢ He finds the room small or uncomfortable, he wants a better location with a better view
➢ He prefers a room on the lower floor
➢ He wants a better or more spacious room with more amenities

2. Presents room turns out to be out of order or with defective facilities like leaking faucet, out of order
shower. Etc and it takes time for Maintenance Unit to correct the source of trouble.
3. Other valid reasons.

Procedure for room Transfer

Desk clerk shall:

1. Check the availability of the room;
2. Fill up the room change form in 4 copies;
3. Call Bell Service to assign a bellboy who assist the guest in the room transfer and give him a copy of the
room change form together with the key to the new room;
4. Give one copy of room change to the front Office Cashier, another one to the Telephone Exchange and
also to the Housekeeping Unit. Keep the last copy for file.
5. Change the old room number to the new room number in the information rack slip.
6. Transfer room rack slip to the slot in the new room.
7. Once the transfer has been completed, get the old new key from the bellman.
8. In the room status indicator, change the room status of former room from “occupied” to “vacant dirty”
and inform housekeeping section for them to schedule immediate room make up.

Sample Room Change form

Name of guest Date Reason for the transfer
Bob Raymundo 1 July

Change of the room from room number Upgrade room Standard

201 to 205 to de luxe

Approved by: Ed Santos Prepared by:

Front Office Manager Tess Santos
Desk Clerk

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Change in Room Rates

Chang in rates are made when:

1. A guest who is booked and change under single occupancy has a joiner:
i.e. wife/husband/brother/sister, lover, etc.
• Change from single to double occupancy
• Or charge for extra bed
2. There is a change of room type –i.e., from single room to connecting room or to a regular suite.
3. Discount/complimentary room is granted to a regular-rated room upon discretion of the Resident
Manager or Front Office Manager.
4. If guest will stay for a month and this requires one month deposit.

Procedures in Making Changes in Rates

1. Fill up the rate charge form and indicate:

➢ Room number and Name of the guest
➢ Old rate and the new rate
➢ Current date and effectivity date of the change
➢ Reason for the rate change/person authorizing
➢ Clerk signature
➢ Front Office Manager signature or approval

2. Distribution of Forms:
➢ Original to the Front Office Cashier
➢ Duplicate to the Controller/Accountant
➢ Triplicate for the desk file

3. Change the room rate on the room rack slip

Retroactive rate takes effect from the date of check-in.

Sample Change Rate Notice

Guest name Room Number Date
Bob Raymundo 205 11 June
Change of rate from P 1,300 Reasons for the change
To P 2,000 Change of room standard to
Effective 12 June de luxe

Prepared by: Noted/approved by

Tess Santos Linda Bacani
Desk Clerk FO Supervisor
cc. FO cashier Accounting File

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SELF-CHECK 3.4

TRUE OR FALSE

Instruction: Write True if the statement is correct and False if not. Write the answer on the space
provided.

_____________ 1. In room transfer fill up the room change form in 4 copies.

_____________ 2. Fill up the rate charge form and indicate the reason for the change of rate.
_____________ 3. Retroactive rate takes effect from the date of departure.
_____________ 4. Discount/complimentary room is granted to a regular-rated room upon discretion of the
Resident Manager or Front Office Manager.
_____________ 5. Once the transfer has been completed, get the old new key from the bellman.

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ANSWER KEY

SELF-CHECK 3.4

1. TRUE
2. TRUE
3. FALSE
4. TRUE
5. TRUE

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