RECEPTION

A. Check - In Procedure

Every guest staying in the Hotel must be registered and checked in

by receptionist. The Receptionist has to serve accurately and
efficiently according to the procedure and to obtain all details in a
friendly and courteous manner.

All guests who check in must be handled professionally in a warm

welcome under the following procedure:

1. Greet and welcome the guest in a sincere and friendly manner

e.g. “Welcome to Purajaya Beach Resort Batam, Sir/Madam.
May I have your name please?"
If the guest is a repeat customer, the receptionist may say,
"Welcome back to our Purajaya Beach Resort Batam,
Murmurs….it is nice to see you again."

2. Ask the guests to complete the registration card, and then

check whether he/she has completed the following details in
the Registration Card :
a. The guest's name (family and given name) in block letters.
b. Permanent address (business/resident) in block letters.
c. Passport number and nationality.
d. Date of birth.

3. After completing the data, ask the guest to sign on the space
provide and tow show his/her identification card / passport for
clarification.
4. Ask the guest for the preference: a smoking or non smoking
guest room.

5. In the meantime, hand out the message, facsimile or mail, if

there is any, and process the registration.

6. After the guest has signed the registration card, check the
computer to clarify the method of payment.
a. If the guest prefers to use credit card, ask the guest
politely whether you could make an imprint of their credit
card.
b. If the room or any stated charge is paid by Travel Agent,
collect the accommodation voucher from the guest.
c. If another guest pays for this guest, ask the first guest
politely whether could make imprint of his/her credit card,
and then obtain the signature on the payment
authorization form.
d. If the guest pays cash for the room, an advance deposit is
required. This amount should be the total of the room
charge, tax & service, plus 50% on his/her stay.

7. Obtain the room number and check it in the computer for room
availability.

8. Prepare a guest card with the guest's name, room number,

room rate (if it is on the guest account) and departure date and
prepare the key. Do not disclose the room rate if it is a Travel
Agent negotiated booking rate.
9. After the computer check in procedure is completed,
reconfirmed the following details:
a. Room rate including 10% service charge and 11 %
government tax.
b. Departure date
c. The floor, not the room number for security reasons.

10. Wish the guest a pleasant stay and tell him/her that the Bell Boy
will take care of his/her luggage.

11. Update the information on the system based on the

registration card and put your initial on the registration card.
B. VIP Check-in

The hotel will not accommodate VIP guest everyday, but when the
VIP comes the Receptionist must provide an exclusive attention and
make the guest feel different.

1. Upon receiving VIP bookings, the Reservation Department will

have to inform the Sales & Marketing Manager and Front Office
Manager or the request and the FOM will ascertain to the
General Manager the type of the room and amenities to the VIP.

2. By the approval of the General Manager or the Front Office

Manager, the GRO / Reservations / Receptionist Clerk must
block the room for the VIP at least one day prior to the VIP
arrival provide the Housekeeping a sufficient time for cleaning
up.

3. The GRO / Reservations Department at the earliest time possible

will inform all Departments concerned of the:
 VIP's position /level
 Expected arrival date and time
 Length of stay
 Number of groups
 Contact person
 Party responsible for the charges

4. At the date of the arrival, the GRO / Receptionist must have

completely filled the registration card where the guest will sign
his/her name on.
5. The Front Office Manager reviews the guest registration card
properly and keeps the card in the folder with the pen and put it
in the respective guest room.

6. Upon the arrival, the VIP will be greeted at the Hotel entrance by
the GRO / FOM / Manager in-charge, escorted to the room and
asked to sign the registration card. The Registration card will be
returned to the Receptionist for filling.
C. Walk-in Guest

Serving the arriving guests is the business of the Hotel; therefore

all guests must receive a warm and friendly welcome. In meantime,
the hotel will ensure that the necessary credit coverage in obtained.
Such policy it to ensure that the guests get a good get a good
impression of the Hotel and the necessary payment guarantee are
secured.

The normal basic procedure is as follows:

1. Walk-in guest is a client who does not make any prior

reservation and present himself/herself in person at the
receptionist, requesting accommodation.

2. Walk-in guest should be tactfully asked for the deposit payment

either by cash or by credit card. Cash deposit should cover the
total amount of room rate, service charge, tax and an additional
50% of his/her room charge each night for his/her entire stay. If
a credit card is imprinted, obtain and authorization approval of
credit limit from the credit card center. The deposit required is
limited to a maximum of seven (7) days.

3. Check the following from the guest:

a. Ask whether he/she stayed in the Hotel previously, and then
check the guest history files for reference. If he/she did,
he/she will be treated as VIP guest according to VIP
treatment policy and procedure.
b. Ask him/her for room type preferred
c. Obtain the total number of days he/she will spend.
4. If the guest extends his stay, ensure to collect the additional
deposit and apply #2.

5. Provide the guest with an Advance Deposit Receipt of his /her

deposit for reference.
D. Group Check-in

Group or travelers either on vacation or business to have confirmed

reservations with the Hotel to avoid inconvenience or the arriving
guests and the other guests. The reservation is important for them
to have their room's blocked and ready in due time and plays an
important role when they check in.

1. Based on the rooming list given by the Reservation Department,

the overnight shift Receptionist will compare the list to the
blocked rooms prepared by the Reservations Department and
update them, if necessary, on the night before the arrival of the
respective group.

2. If the room not blocked yet, then the Reservation has to block
the room as rooming list.

3. Based on the rooming list, the overnight Receptionist prepares

the room keys and welcome cards in the room order per floor
assignment, and then puts them in a tray and lock in the
cupboard.

4. In the meantime, the overnight Receptionist will give one copy

of the rooming list to the Concierge in order that he will be
ready with the luggage tags, and one to the Housekeeping
Department for preparation.

5. Upon the arrival of the group, the day shift Receptionist will ask
tour leader to hand over the voucher, or any other committed
payment and compare it to the reservations instruction.
6. When everything is proved to be appropriate, the Receptionist
hands over group registration card to the tour leader for
signature, collects the tray and hands over to the tour leader.

7. The tour leader will distribute the room keys and welcome cards
as per rooming list, and then return the tray to the Receptionist
after completing them.

8. The Receptionist will also coordinate with the Concierge for the
smooth and fast delivery of luggage.
E. Walk-out Guest during Overnight Situation.

Since there are so many hotel rooms in Indonesia, cases of fully

booked hotel are rare. However, when it does happen, the Hotel has
to honor all confirmed or guaranteed reservations. When it is
necessary to dishonor reservations, the hotel will act to meet the
needs of the guests. Such appropriate action will be taken at the
expense of the Hotel. The purpose of this policy is to ensure that
the guests are properly taken care of and that the reputation or the
Hotel is protected.

1. The Front Office Manager will monitor the number of rooms

available for the day and anticipate any no shows.

2. When overbooked situation is anticipated for the day, call the

hotels of the same category to block rooms with agreement on
rates for rooms/breakfast (if required). Normally it is only one
night's stay in the hotel of the same category.

3. Send fax as confirmation of transfer agreement for billing

purposes.

4. a. Upon the Guest's arrival:

During a full house situation, the arriving guest is to be met
by the Front Office Manager will explain the hotel situation
and the reason for transferring the guest to another hotel
with the same category. The Front Office Manager wills also
explain to the guest that the duration of stay in such
situation in normally one night.
 b. The Next Day
Once the guest is being housed in the same category hotel,
the Guest Relation Officer / the Front Office Manager should
call the hotel to find out whether the guests wants to carry
on staying in the hotel of return to our hotel. If the guest
wants to return to our hotel, the following procedure should
be adhered to:
i. Arrange transfer using in-house car or taxi.
ii. Block the rooms with fruit basket set up and prepare and
apology letter for:
- Guest with reservation
- Guest without reservation
- Guest not coming back ( send fruit basket the
apology letter to the allocated hotel )

5. Arrange the transfer for the returning FIT guests. Use the in-
house car if possible, otherwise use taxi and charge the fee into
the hotel's account.

6. GIT guests are normally previously arranged by the agents who

redirect their guest to the allocated hotel. The Hotel normally
arranges fruit baskets for such transfers.

7. The Guest Relation Officer makes a courtesy call.

F. Room/Rate Change for In-house Guest

In certain cases, some guest would like their room to be up-grade

or downgraded which will automatically affect the rate. And in other
cases, the hotel offers the guest another room based on the
description of the management for the guest's convenience. Most
hotels establish this policy in order to have and to maintain a proper
standard in handling a room or rate change for in-house guest. The
purpose of this policy is mainly to ensure a proper communication
among the departments and have an effective control on any Room
Change.

The Basic procedures are:

1. The Receptionist fills in a Room/Rate Change slip in triplicate,
and then obtains approval from the FOM.

2. Upon approval, copies of the slip are to be distributed as

follows:
 1st copy: Front Office Cashier, to be attached to the respective
Registration Card.
 2nd Copy : Receptionist, for file
 3rd Copy : Housekeeping Department, for reference

3. The transfer the luggage is carried out in the presence of the

guest. The Receptionist contacts the Bell Captain to assign the
Bell Boy to move/ to transfer guest's luggage. The luggage
movement is then acknowledged by the Bell boy on the
Room/Rate Change slip kept at the Receptionist.
4. If the guest instructs the Receptionist to move the luggage while
he/she is not in the room, the Receptionist must inform the
Front Office Manager to conduct the room change together with
Bellboy and Security Officer as witness.

5. After the guest's room is changed, the Receptionist informs the

Housekeeping Department and the Operator verbal and hands
over the concerned slip. The Receptionist will update the room
number and the room rate accordingly in the computer and
mark down the room the guest has moved to and leaves notes
on the reason of the room changed.

6. Upon receiving the confirmation from the Bellboy that the room
changes has been completed, the Receptionist moves the
registration card and files in the respective cashier docket.
G. Flower / Fruit Basket Request

On certain occasion, the Hotel may provide complimentary flower

arrangement or and fruit basket to be sent to a certain individual or
guest to show him/her respect and care as well as warm welcome
or an apology.

1. The Department concerned or the Front Office Manager and

Guest Relation Officer may raise the request of flower and/for
fruit basket by filling out the respective form.

2. The form must mention :

 The guest name
 Room number and address
 Type and size of flower and fruit basket
 Date and time required
 Reason
H. Confidential of Guest Information

Any individual information received by the other party is considered

as confidential. That is why a policy statement must be issued to
ensure that room number as well as other information pertaining to
the guest privacy and security has to be maintained during their
stay at the hotel.

The normal day to day operation is described as follows:

1. When encountered with a request from another party regarding

the room number and other information of an in-house guest,
state politely that guest information can not be disclosed.

2. Ask if he/she would like to speak to the guest and connect

him/her to the room through the telephone.

3. The Front Office Manager must be alerted if any problem arises.

I. Skip Room

Sometimes it happens that a guest left the hotel without settling

his/her bills and his/her folio is still open and has not been checked
out in the computer. This situation is called a Skip Room.
A Skip Room policy is designed to ensure and to update the data in
the computer when guest check out.

Preventive action to avoid a skip room is by ensuring that the

guest's payment for staying at the Hotel is collected when he/she
checks in and by maintaining accurate records in the computer.

1. Housekeeping Department
a. Housekeeping Department should report to the Receptionist
by phone whenever a discrepancy is found.
b. Housekeeping Supervisor should change the room status in
the Housekeeping Report to "Skip" if the room is found
vacant although occupied in the system.

2. Receptionist
a. Whenever Housekeeping department reports a skip room,
check with the Cashier if the guest has checked out. The
guest may have settled the account while the check out
data has not been processed on the folio. Check the folio
and note the balance due.
b. Check with the Bellboy if the guest has stored any luggage.
c. Check the payment instructions. There may be special
payment instructions or it may be in company account.
d. Confirm and make sure if the guest has planned any return
visits.
e. Check the booking sources.
 f. After all the above information, inform the Front Office
Manager to handle the case.

3. Front Office Manager

a. After a though investigation, the Front Office Manager should
instruct the Cashier to check out the room on behalf on the
guest, with a clear payment instruction, i.e. credit card
imprint or sufficient deposit.
b. If there is an outstanding balance without any payment
instructions or sufficient deposit, the credit transfer should
be notified on the next day. Make an entry in the logbook.
c. If there is a large outstanding balance, the Front Office
Manager should be consulted to take the necessary action.
Make an entry in the log book and make copies to the
Credit Manager and Controller.
J. Sleep Room

In a hotel, we rarely find a room occupied but not completely

registered in the computer or registration system. This room is
classified as a Sleep Room, and a policy regarding this room must
be maintained to ensure an accurate status or room inventory at all
times.
The hotel business has to ensure that the guest's payment for
staying in the hotel is collected and that the revenue is maximized.

The following procedures should be applied:

1. Housekeeping Department
a. Report to the Receptionist whenever a Sleep Room is found;
b. Put occupied OCC on the Housekeeping Report.

2. Receptionist
a. Upon receiving the Housekeeping Department's report on a
sleep room, the Receptionist should assign the concerned
room in order to avoid double selling.
b. Check the room change slips. It is possible the room change
has taken place and the Receptionist did not update the
data in the computer.
c. Check the registration cards. It is possible that a guest has
checked in and the Receptionist has forgotten to enter the
room into the computer.
d. If none of the reasons applies, inform the Front Office
Manager to handle the situation.

3. Front Office Manager

a. Call the guest room to clarify the occupants and check the
guest's name.
b. If there is no guest in the room, a physical examination is
made with a Security officer to confirm and to find out any
information such as luggage and name tag on the luggage.

c. Inform the Receptionist of the result to correct the room

status.
K. Sleep Out Room

In any occasions, hotel guests would like to keep his/her room even
when he/she wills sleeping out of the hotel. Such room is called a
Sleep Out Room. A policy for this is to ensure the accuracy of the
room inventory status at all times.

During the period mentioned above, the Hotel should ensure that
the room is still occupied and registered under the guest's name
and that the payment is collected and the revenue is maximized by
applying the following procedure:

1. Front Office Manager

a. Conduct a physical examination of the concerned room with a
Security Officer to see if the guest baggage is sill in the
room

b. Check the guest's bill to see if they have an outstanding

balance. Meanwhile, the registration card and
correspondence should also be reviewed.

c. Check the guest's method of payment. Make sure an

appropriate approval code is obtained form the credit card
or a sufficient deposit to cover the expenses until the
departure date is available.

d. Check with the Receptionist and the Concierge whether the

guest has mentioned that he/she will out of town or
whether he/she and outgoing baggage record.
 e. Reconfirm the departure date with the booking source
discreetly, always keeping in mind the confidentially of the
guest.

f. Together with the Housekeeping supervisor, the Receptionist

and the Operator insert a locator message in the computer
if it is confirmed that the guest is out of town.

g. The Assistant Manager should leave a message to the

concerned room, asking the guest to contact the Assistant
Manager on his/her return. The Housekeeping Supervisor
and the Receptionist should be kept informed of the
progress of the investigation.

L. Control Room Inventory

Hotel business is based on the rooms and supported by the Food
and Beverage, so the room inventories must be clearly controlled
and monitored.

1. The room inventory must be centrally controlled.

2. When a guest checks in, the receptionist will ask and check the
room category required as will as the departure date. Using the
room status data in the computer, the Receptionist will check
what rooms are available.
3. The Receptionist will assign a room to the guest and inform the
concerned parties who escort the guest into that room.
4. During duty meal times, assign an experienced Receptionist to
be in charge of the room inventory.
5. During peak season and tight periods, the Front Office Manager
will decide whether on day reservation are accepted.
6. Be aware of the availability of each category and confirm on-day
reservations accordingly.

M. Issuing and Controlling Key

The security of issuing and controlling keys or the Hotel is the
responsibility of the Front Office staff at all times. It is well
understood that a very tight control of issuing keys to our guests
should be maintained, and all Front Office staff should follow the
procedures in order to maintain the security of the guests.

1. Issuing Key
a. Since it is the Front Office staffs that are able to create an
inserted car key, the personal security code of the insert
card key system should be memorized and not to be
disclosed to the others.
b. When a new key is made for an arriving guest, pay attention
to the following :
 Length of stay
 Number of persons occupying that room and number
of keys needed.

2. Lost of Key
a. If a guest reports the key has been missing, issue a new key
and make sure the old key card code has been replaced in
the insert cared key system.
b. A key is not issuing to the before his/her name is obtained
and his/her registration into that room is identification such
as a passport or an identity card. Otherwise, no key should
be issued and the Front Office Manager must be informed.

N. Updating Guest Folio Details

Any changes in the guest's folio, including the repeating guest's
history, must be recorded properly and updated correctly from time
to time.
In updating a guest's folio or history, the suitable procedure is as
follows:

1. The Receptionist assigned for the evening shift will update the
complete registration card.

2. Select changed folio in the computer and update the guest

information, including the address, passport number, date of
birth, method of payment, room rate, company/travel agent
details, and C/L number.

3. If the payment instruction received specifies that the whole of

part of the guest's bill will be settled by a company or a travel
agent or a third party, check the correspondence to see whether
this arrangement has been approved by the Credit Manager.

4. Double check the voucher or correspondence presented by the

guest, and check if there is any discrepancy with the information
currently held.

5. Set up Hotel charge according to the billing instruction of the

booking.

6. Double check whether the confirmed rate is the same as the

folio rate.

7. When all details have been updated in the computer, use the
credit card number given upon the guest arrival to obtain and
 authorization code from the credit card center. This amount
should cover the total room charge plus service charge, tax and
additional 50% of each night for his/her entire stay, not
exceeding seven (7) days.

8. Write down the approval code and the amount at the back of
the registration card and put the initial or the Front Office
Supervisor.

9. Ensure that all registration cards have been updated into the
system.

10. File the registration card in the Cashier docket by room number
and rill the book and hand it over to the Front Office Cashier.

O. Rate Structure and Room Types

Every hotel has its own category or the rate and specific room
types.
All receptionists must be accustomed to and have a sound
knowledge of the different room types and their locations. In
addition, they must be aware are able to perform their duties
discount policies and the other special packages, so that they are
able to perform their duties professionally and answer all guest's
inquires on room information.

One of the tough assignments is that they have to explain the room
features by using the selling techniques, e.g. mini bar, radio,
television program, satellite, telephone and air conditioner,
connecting room etc.

P. Non Smoking Floors

Due to the present business trend and environment topics, hotels
are require to provide several Non Smoking floors and rooms. This
policy stresses that smoking will not be allowed in those rooms or
floors.

The housekeeping and Front Office Department in order to comfort

and respect the non-smoking guests must always maintain those
Non-smoking floor and rooms.

This policy related to the following condition:

1. All guest contact personnel should know the location of the non-
smoking floors of the Hotel. I.e. floor for standard rooms and
floor for superior rooms.

2. The Receptionist should ask the guest when he/she checks in if

he/she would prefer a non-smoking room and if so, enter this
information in the special field.

3. In case that the non-smoking rooms are occupied the

Receptionist should inform the guest and write down the request
in the Receptionist Log Book. A follow up will be made by the
Front Office Supervisor to give priority to such request.

4. Before blocking the non-smoking rooms, the Front Office

Supervisor should check the guest's history and block the room
if the guest has requested a non-smoking floor previously.

Q. Late Departure
The normal check-out time is 12.00 noon. However, exception may
be made upon guest's request and under special circumstances and
at the direction of the Management. The purpose of this policy is to
cope with the room status, to maximize both revenue and guest
satisfaction during high occupancy period, to create a sense of
goodwill during low occupancy periods and to allow Housekeeping
Department to organize the schedule of cleaning the rooms.

1. All requests for late departure must be approved by the Front

Office Manager or the Front Office Supervisor.

2. If a guest for a late check-out politely asks the time he/she

would like to check out.

3. Check the room status to see if the room has been blocked for
and arriving guest, if not, Politely inform the guest that they will
be charge as follows:
a. Before 06.00pm - half day charge
b. After 06.00pm full day charge

4. If the guest agrees to charge, note in the special request field in

the computer with the person in charge's initial.

5. If the room has been blocked, then there must b at least one
hour difference between the requested check-out time and the
estimated arrival time of the new guest and the Housekeeping
Department must be informed.

6. If the room block cannot be moved, inform the guest politely

that another guest is due to arrive and has strongly requested
for that specific room. Suggest that their luggage can be stored
 at the Concierge Desk and can be retrieved upon the departure
to the airport.

7. If the guest disagrees with the charges or arrangements,

inform the Front Office Supervisor or Front Office Manager.

8. If the a guest has not request for late departure and that
specific room is required for an arrival, the guest belongings
may have to be moved without his /her presence. Please refer
to the Policy and Procedure of Room Change without the
Presence of Guest.

9. An expectation may be made by the Front Office Manager

especially under the following conditions :
a. Contract: various contract rates include late check out.
b. Late departure approved by Management.
c. VIP Rooms.
d. Occupancy is 80% or lower.

R. Room Occupied without Luggage

Sometimes a guest leaves the hotel without paying and he is called
a skipper. In such case, luggage is a good sign and a guarantee for
the guest's payment. The policy to anticipate such situation is that
an occupied in the Hotel must be double-checked.

A room occupied without luggage or only light baggage with the

status "Occupied" has to be handled under the following procedure.

1. Housekeeping Department
a. Housekeeping Department should report to the Front Office
Manager when a room is found without baggage or light
baggage.
b. Housekeeping Floor Supervisor should put no baggage,
ONL, on the concerned room on the Housekeeping Report.
c. The Front Office Manager should check if there is an
outstanding account balance.
d. The Front Office Manager should check if there is a clear
payment instruction, i.e. credit card imprint, sufficient
deposit or guarantee by a company.
e. The Front Office Manager should check the departure date
on the registration card to see whether it matches with the
one on the folio. There is a possibility that it might be a
check-out room.
f. The Front Office Manager should try to check the booking
source if we should keep the room and a comment of the
outcome should be made in the guest folio header in the
computer.
g. After a thorough investigation, the Front Office Manager
should make a decision whether the room should be
checked out or not.
2. Receptionist
1. The Receptionist should inform the Front Office Manager to
investigate when an ONL room is found in the
Housekeeping Report.
2. The Receptionist should get an authorized signature from
the Front Office Manager who has instructed to check out
the room and specify the reason of checking out the room
in order to have a proper follow-up by the Accounts
Department.
 FORMULA

Nett Occp. (%) = Occupied Rooms + Comp Rooms x 100

Available Rooms

Gross Occp (%) = Occupied Rooms + Comp Rooms x 100

Number of Rooms

Average Rm Rate = Room Revenue

Occupied rooms

Average Rm Sold = Room Revenue

Occupied rooms + Comp. Rooms

Double Occp (%) = Payable Guest - Payable Rooms x 100

Payable Rooms

Weekday : Sunday - Friday

Weekend : Saturday and Eve of Public Holidays
See figure of the guest flows chart below:

 TRAVEL
AGENT

TELPHONE
OPERATOR

ROOM
RESRVTION

RECEPTION

CONCIERGE

CASHIER

C/O

THE FIGURE OF GUEST FLOWS CHART

Tourism Flows Chart

Tourist / Traveler
Home /
Country Town

Bus, Train, Airline,

Shipping

Private /
Public
Transportation

Terminal; Airport,
Seaport, Bus
Station.
Rerun / Another
Destination

Accommodation;
House, Hotel,
others commercial
accommodation

Return / Another
Destination

Transportation;
Private, Public, Agency

Activities; Private,
Business, Pleasure,
Official, Education, Etc