Kabanata 5

FOS REVIEWER
 Six Continents Club -other term of Inter-Continental Hotels Corporation

 Club Floor- it is normally located on the top floor of the hotel has its own reception desk
 1980- year the club membership program created.
 Orchids Club is also known as Dusit Thani
 Who are entitled to the membership program?
 Guests who frequent visit any of their properties around the world at least three times a year
 Long staying guests who produces reasonable number of room nights in any of their properties
 Guests who occupy suites in the hotel
 Chairman of the board of big companies
 Presidents, General Managers of big enterprises who book their visitors in
 Head of the State and other dignitaries are given honorary membership
 Top executive of a well-known travel agency
 Top executives of all international airline company
 Temporary card and brochures- are given when the guest is qualified on the above criteria.
 Balance all department- to balance front office accounts with departmental transactions.
 Room Revenue Balance Sheet - this report records the room number, the occupants last name and the
number of occupants per room.
 Manager- he or she must see to it that the room is ready.
 VIP’s area preferred guest properly endorsed by management whose importance dictates a waiver of
identification and account settlement.
 The night audit focuses on two areas: Errors and Reports.
 As the night auditor in a hotel, you are responsible for preparing the night audit report. Which of the
following tasks would you include in the report? Revenue earned from the hotel's restaurant.
 Is an important step for a night auditor to take when closing out the day's transactions and generating the
daily revenue report? Ensuring all cash and credit card transactions have been recorded accurately.
 What should be do to resolve the room discrepancy? Coordinate between Housekeeping and Front Office
staff by finding out the reason for such a difference.
 You are the night auditor at a hotel, and you have just completed the night audit report. However, you
noticed that there is a discrepancy in the guest ledger for Room 101. The guest stayed for two nights but
was only charged for one night. What should you do? Adjust the ledger to reflect the correct charge for the
guest.
 Complete outstanding postings is the first step in the night audit process.
 Guest History records are automatically updated once new details are computed by the staff, which of the
following system does not belong to the group? Express system
 Reconcile room status discrepancies- perform a bucket check, errors can lead to lost revenue.
 A guest who is not a member of your hotel chain's loyalty program asks about the benefits of joining. What do you say?
Explain the various benefits of joining the loyalty program.
 What are the privileges of the members?

 Always given priority when making a reservation
 Upgraded to a suite when available
 Fruit baskets and flowers in the room everyday
 Discounted room rates
 Free breakfast, lunch, and cocktails
 Express check-out at the Club Floor
 Invitation to guest cocktail parties prepared by the hotel
 You are a frequent traveler and are considering joining a hotel chain's loyalty program. What would be the most
important factor in your decision? The rewards and benefits offered by the program.
 A guest who is a member of your hotel chain's loyalty program is unhappy with their room assignment. What do you do?
Apologize for the inconvenience and offer a room upgrade if available.
 Night Audit Process
 Complete Outstanding Postings
 Reconcile Room Status Discrepancies
 Balance All Departments
 Verify Room Rates & No-Shows
 Post Room & Tax
 Prepare & Distribute Reports
 Clear or Back-Up the System
 Night Audit Reports

 Room Revenue Balance Sheet
 Daily Control Report
 Daily Report
 Housekeeper's Report
 City Ledger
 Monthly Summary
 VIP CODES
 VIP 1 International (usually guest of the owning company or the General Manager)
 VIP 2 Decision makers of big Companies (Chairman, Presidents, GMs, Managing Directors)
 VIP3 Head of States (Presidents, Prime Ministers, Royal family) Entertainment celebrities.
 VIP 4 Returning or repeat guest
 VIP 5 Long staying guest (more than 7 nights)
 VIP 6 Executive guests (Executive floor guest) and Club Members.
 VIP 7 House Use (for Expatriates)
 Manual System:
The guest relation clerks gather expired registration cards to check if there are additional entries to be
recorded in Guest History file and Club member’s file.
 Computerized System:
Guest History records are automatically updated once new details are computed by the staff in the hotel’s
computer system.
GOD BLESS, G10 LRV

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FOS REVIEWER

 Six Continents Club -other term of Inter-Continental Hotels Corporation

 What are the privileges of the members?

 Night Audit Reports

GOD BLESS, G10 LRV

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