Provide Porter Services

Provide Porter Services
Pre-Arrival Activities
Activities carried out by the hotel from the time of reservation to the time the guest checks in is called the Pre-Arrival activities.
If carried out properly, such activities can contribute on creating a positive first impression on the guest upon check in.
Some pre-arrival activities include:
1. Prepayment- Prepayment for guaranteed reservations should be received before the expected date of arrival.
Prepayments can be made using a variety of payment methods such as cash, cheque, bank draft, and credit cards.
2. Checking expected arrival lists- The Computer will generate a list that gives details of guests who are expected to
arrive daily.
3. Pre-Registration- This is the process by which section of a registration card, or its equivalent is completed for guests
with reservations prior to their arrival.
4. Pre-Assignment- This involves the allocation of a specific room to a guest prior to registration.
5. Welcome Booklet/Key Card/Passports- The key card/passport is a document given to hotel guests for identification
purposes. It also serves as a room key. A welcome booklet or letter contains basic information about the hotel.
6. Room Keys- The front office will also prepare the keys for cases whereby pre-assignment has been carried out. This
process simply involves in identifying the respective room key for the guest and putting it together with the
registration card.
7. Meal/Drink Vouchers- For control purposes, meal/drink vouchers for guests may be serialized.
8. Complimentary Orders- Besides complimentary rooms, there may be occasions when hotels give complimentary
items to guests such as flower basket, fruit basket, champagne, chocolates, etc. This is usually given to VIPs,
honeymooners, or long-stay guests.
Guest Check -Out/Departure
The objectives of the check-out/departure process are:
 To collect payment from guest for services rendered by the hotel
 To create a positive parting impression on the guest
 T obtain comments and suggestions from the guests that might be useful for improvement of hotel services which
could encourage the guest to return
 To update room status, create a guest history, and distribute check-out information to the appropriate hotel
departments.
These are the 5 steps to do for the settlement/check-out process:
1. Capture method of payment- Guest method of payment is obtained at registration to secure the payment and
speed up the check-out process.
2. Accounting procedure- Proper accounting procedure ensures that the folio balance is kept up-to- date and
accurate.
3. Settlement methods- Guests may pay through cash, credit card, or a combination of these methods
4. Guest departure- Hotels establish an official check-out time to allow for turnover of rooms for new arrivals. Policy on late check-
out should also be established.
5. Collection- For guest who settle their account through credit card or direct billing, the collection of accounts begins
after check-out. Collection procedures are carried out by the Accounting Department.
Check Out/Departure Procedure

Ways to check out a guest:
1. Conventional check-out/ In person check-out- The cashier will prepare the folio when guest requests for luggage
assistance from the bell counter.
2. Express check-out- This facility was introduced by many hotels as an extra service for guests who are busy and need
fast and efficient departure process. It is important that the guest is well-informed of the facility. Guests are usually
advised at the point of check-in, while some hotels leave notification of the service in the room. The guests are
advised to fill out a card, giving permission to the hotel to charge the entire account to the guest’s credit card.
Alternatively, the cashier may take an imprint of an acceptable credit card.
3. In room check-out/Self-check-out- In-room guest/ self-checkout service enables guests to leave the hotel without
the need to see the cashier for the settlement of the account. This is similar to the ECO. This service is extended only
to guests who have left credit card imprints at registration, or who have authorization to bill all charges to their
company.
Learning Task 1:
Directions: Arrange the following steps on Guest Pre-Arrival Activities. Write the corresponding sequence number on the
space provided.
_____1 The Computer will generate a list that gives details of guests who are expected to arrive daily.
_____2 This process simply involves in identifying the respective room key for the respective guest and putting it
together with the registration card.
_____3 For control purposes, meal/drink vouchers for guests may be serialized.
_____4 Prepayment for guaranteed reservations should be received before the expected date of arrival.
_____5 The process by which section of a registration card or its equivalents is completed for guests with reservations
prior to their arrival is referred to as pre-registration.
_____6 This is usually given VIPs, honeymooners, or long-stay guests respectively.
_____7 This involves the allocation of a specific room to a guest prior to registration.
_____8 A welcome booklet or letter contains basic information about the hotel.
Learning Task 2: Directions: Read properly each statement below. Draw a cross under the TRUE column if the statement is correct
or draw a cross under the FALSE column if the statement is not correct.
Learning Task 3:
Direction: Complete the Guest Cycle. Then, explain its function

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Check Out/Departure Procedure

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