GOLDEN RULES - FRONT OFFICE V0023 29-5-2017

Reservations (also refer to ecommerce golden rules)

1) Guest reservation and registration data must be completed and free of mis-types.
2) Know room rates and hotel facilities.
3) Always update information for current events and promotions.
4) Never separate room blocking for groups or family.
5) Always ask room preference to guests such as smoking or no smoking rooms etc.
6) Be alert to bed type requested by guests;

Check-in Process – needs to be done as quickly as possible.

7) Open doors for guests (vehicle and hotel entrance).
8) Ensure every member of the front desk is at their position at all times and greet guests with
a welcoming and friendly smile
9) Greet guests with Aston greeting standard - use their name whenever possible.
10) Ask guests whether they have already made a reservation before starting the check-in
process.
11) Provide welcome drink and cold towel upon arrival (refer to Aston standard).
12) Keep eye contact when talking with guests.
13) Try up-selling for walk in guests.
14) Guest Deposit Policy;
a. Rooms guaranteed by Debit Card must be charged fully upon check in (just like
cash);
b. For guests who have booked through an OTA, have a TA voucher or approved
Company Credit - then the deposit only needs to cover incidental charges so hotels
should ask for a reasonable amount of 200,000 to 400,000 for each day they plan to
stay (depending on class of hotel - but a written policy must be in place and all staff
trained on it)
c. In cases of a 'walk-in' guest then the room must be paid in advance upon check-in
and a reasonable amount for incidentals of 200,000 to 400,000 per day (depending on
class of hotel but a written policy must be in place and all staff trained on it)
15) Credit card payment – do the pre-authorization to reserve a certain amount that would
guarantee the room and/or others. For some room promotions, need payment in advance
(refer to P&P - credit card verification).
16) Validate other method of payment such as Travel Agent Voucher, Complimentary or
Guarantee Letter.
17) Ask the guest to complete statement of undertaking whenever guest paying for several
rooms or when the guest is not in house.
18) Always inform the guest to keep the original official receipt in case of refunding upon
check out.
19) Handle Group Check In
a. Front office is responsible for arranging all the requirements for the group such as
welcome drink, room assignment, and other special request and always be updated in
the system.
b. Prior to arrival of the group, the front office needs to ensure that all deposits have
been paid, unless for group with credit, validate GL and Voucher. And must ensure
that payment for extra charges (cash or credit card) is taken for each and every room.
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20) Never mention guest room number and the room rate, this can be heard by anyone nearby.
21) Never assign the wrong room number key to guests.
22) Never delay / postpone system input for check in process.
23) Always greet guests who are waiting to be served.
24) Always use luggage tags for guest belongings - green for check in - red for check out.
25) Always explain all room facilities whenever you escort the guest to the room - also explain
the emergency evacuation routes (refer to evacuation map plan).
26) Ensure not to accept counterfeit currency from guest – use counterfeit detector.
27) Personal checks are not to be accepted for payment, please refer to General Manager and
or Financial Controller for approval.
28) For cost efficiency please copy all guest ID or passport at the back side of
the initial guest welcoming form (registration form). Please find the sample
of scan document from one of our sister property for your guidance. Please
scan one of your own welcoming form, adjust the copy of ID card to get
proper placement at the back of the welcoming form.
29) The key card holder must include - guest card/s - breakfast voucher - internet password.
30) Two key-cards is a normal standard for each room;
31) Never take deposits for extra key-cards – just put a note in the system and remember to ask
for the key-cards back when the guest checks out;
32) Handling Long Staying Guest:
a. FOM has to review all long staying guest’s arrivals to assign better rooms.
b. Keep the copy contract of long stay letter of agreement that have been signed and
acknowledge by guest.
c. Clear payment method; Individual guest/company / travel agent without credit
facility; room must be paid in advance, and others expenses can be covered by valid
credit card or cash deposit. For Company / Travel agent with credit facility; can be
invoiced based on guarantee letter and settled by maximum monthly basis.
d. Long staying guest in house account balance must be checked and controlled on daily
basis
e. Courtesy call every 4 days in order to ensure guest stay is more comfortable.
f. Ensuring that the guest received suitable recognition for his support during check out.

In-House
33) Never argue with the guests – if a guest becomes angry at the Front Desk try and move
them to a nearby office or quieter location.
34) Be flexible to anticipate guest requests - never start with “no” or “cannot”.
35) Security and Guest Safety;
a. The guest who occupies the room must sign the registration card;
b. Never give a key card to anyone who is not a registered guest unless the registered
guest has approved it;
c. Do not announce room number. Do write the room number on the key card holder,
with no name and refer the guest to the room number.
d. Always get permission from the registered guest and identification for the person
requesting the extra card if the registered guest is not with them.
e. If a potential guest insists on obtaining a room key but cannot identify him or herself,
the front desk staff should call security and have someone escort the “guest” up to the
room;

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 f. Another way to protect the registered guest who is traveling alone is to instruct that
person to leave the name of anyone who can have access to the room with the front
desk staff. Even then, the same rules are in place: require photo identification such as
a KTP or SIM for anyone giving out a room key, and make sure he or she is cleared to
enter that room;
g. Transfer the call only after we have verified that the guest is staying in the room. Ask
the caller for the name of the guest they are trying to reach and verify the name of the
guest against the registration information.
36) Always accompany the guest when they ask for directions to certain outlets within the
hotel, never direct them by pointing your finger.
37) Always remember and recognize all long stay guests.
38) Print in house guest in the evening and remark special/discounted room rate including
compliment and report to Accounting and GM (Night Reception/Night Manager).
39) Any room rate changed should be supported by proper documents such as GM/DOS
approval/instruction (dynamic rate) thru memo/email and room rate change’s form which
should be completed with the reason of the change and signed by the guest, reception, and
GM/DOS, and reviewed by FOM.
40) Talk to your guests to help them feel relaxed in your presence to speak out their concerns
and ask questions.
41) Never miss guest “wake up call” requests.
42) You should try and know the guests name but if you do not, never say Mister – always say
Sir or Madam.
43) Focus on the guests needs and be open to both positive and negative feedback, then be able
to anticipate guest needs and fulfill them
44) Create a good impression and ensure your guests leave the hotel with positive thoughts
45) Do not try and blame others if things go wrong, analyze the situation and come up with a
solution

Check-out Process – needs to be done as quickly as possible.

46) Ensure all bills are put into the docket on a daily basis.
47) Print departure guest list and check guest bills and postings are done.
48) Print the guest invoice to be checked upon check out and verify method of payment before
being settled
49) All group bills must be ready one hour before the designated check out time - must ensure
if any extra charge is not covered, must be settled accordingly during check out;
50) Ask the original official receipt to the guest whenever they still have credit balance to be
refunded upon check out.
51) Ask politely to the guest to sign statement letter in case of losing original receipt.
52) Ask the guest to sign on zero balance invoice for settlement by cash.
53) Ensure credit card verification slip is attached together with off line/sales slip on signed
guest balance invoice, as a back up to accounting.
54) Check out procedure not more than 10 minutes and ensure the room is checked out from
the system.
55) Should the credit card transaction fail two times inform the guest and ask if they have
another card. If they do not then you need to request and receive a cash deposit.
56) Make sure you ask for the key cards back – they are quite expensive so FO staff should
really try to ensure to get them back from guests. (never charge a deposit for key cards)
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57) If something has been left by a guest in room after check out then the HK staff should
immediately contact FO to let them know – FO should then immediately call and/or email
the guest to let them know that they may have forgotten something in their room and await
their instructions as to what to do with the item
58) Never delay / postpone check out room in the system for whatsoever reason.

Related to standards
59) It is not permitted to use DW’s in the front office. It is critical that all FO staff be on
contract and have the proper experience to be able to do their job
60) On front desk you should display – A3 hotel directory showing all the hotels in your
brand, ‘My home cards’ and hotel brochures;
61) Front desk counter should have desk blotter for guest comfort when signing the bill or
registration card – line them up with the LCD monitor.
62) Only use corporate standard mouse pads – make sure they are clean and in good condition;
63) Do not have any clutter such as bank or credit card advertisements/plastic signs on the
front desk;.
64) Front desk counter should be designed with bag shelf for guest’s bags.
65) Front desk counter must be equipped with laser printer, compact scanner, money detector.
66) Front desk counter must be free from stickers, “post it notes”, etc.
67) Always use official/branded hotel pen whenever you ask the guest for their signature (use
green in Kamuela Villas).
68) Put the reason for any change made in the system.
69) Always print guest account balance on a daily basis to verify guest deposit guarantee
credit balance, ask – whenever necessary - for more cash deposit or credit card
verification, and update into the system.
70) Check and clear all dockets on a daily basis.
71) Check the discount – if any – and send the invoice to long stay guests based on the
contract/agreement.
72) Scan and check house status in system regularly.
73) Frequent vehicle inspection for guest transportation must be conducted by Front Office
Manager
74) Selection of local and international newspaper must be available in hotel lobby.
75) Discrepancy rooms
a. All discrepancy rooms (from Housekeeping room status report) must be clarified with
a physical check, it is a very important task to be done morning before 10.00am and
before 11.00pm.
b. All discrepancies need to be resolved with written explanation. The report should be
documented on a daily basis. Copy of the discrepancy report to be sent to Income
Audit same day with remarks given by the FO.
76) Send guest invoice with complete supporting documents to accounting at the end of shift
and without delay.
77) Submit refund and rebate vouchers to FOM to be signed for approval.
78) Always ask the signature on the invoice for the guest paid by the company.
79) Complete all supporting documents for company accounts before being sent to Accounting
Dept.
80) Keep house bank balanced and in line with the report.
81) Ensure the house bank drawer is locked.

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 82) House bank’s and over to each shift should be documented in a log book and signed.
83) At the end of the shift:
a. Person in change in FO must check all ‘paid outs’, refunds or deposits including non-
staying or Group deposits signed in form. The CA or FC will also sign their
acknowledgement on it.
b. All cashiers must present all guest folios in zero balance including all paid out or
refund, in one report. This must be signed by the FOM or PIC before being put in
remittance.
c. All cashiers should print cashier summary report, put the cash in remittance envelope,
and immediately drop into drop safe box witnessed by supervisor.
84) Supervisor should ensure that the remittance drops is secure and sealed.
85) Ensure all forms – including column for signature - used are according to Corporate
standard for example: registration, guest folio format, official receipt, paid out, etc.
86) Front office back area must have General Information board such as today’s event/
promotion flyers, written update of hotel forecast occupancy, hard copy of banquet even
order, pick up drop information.
87) Front Office is not allowed to create dummy folios without Financial Controller’s
approval.
88) Outstanding list in non-stay or dummy folio must be cleared within 3 (three) days. In
general our policy is not to use dummy folios.
89) Detail floor plan and room configuration must be set in hotel information system.
90) Never use cash float money for personal purpose
91) Ensure that at least 2 computers at the front desk have the key card software installed on
them and have active interface to VHP system.
92) Master Key; (refers to FO Manual #68 - 74)
a. Issue of Master Key Card; only be issued upon receipt the request in writing from the
Department Head with the approval of the General Manager.
b. Loss of Master key card; must inform Duty Manager immediately.
c. Never make a copy of Master Key Card that was lost.
d. Make a Master Canceling Card from the Master Menu in the lock system.
e. Assign floor supervisor to each block, inserting the key to each room immediately and
quickly.
93) No staff member or Dept. head or GM is allowed to guarantee any booking personally. The
correct procedures must always be followed.
94) FO staff should check the daily credit limits on the system and any guest that has reached or
exceeded their credit limit should be called or approached to bring the balance up to date or
to provide more deposit. If the guest cannot be reached or does not respond, then their credit
facility should be temporarily halted until the issue has been fixed.
95) No staff should take a break between 11am and 2pm.
96) Personalize your responses to the guest reviews on “Guest Feedback in Archipelago
Membership”, - research the issue before responding.
97) Butler Chat must be answered within 60 seconds - check on your
https://membership.astondata.com/WebPreferences/HotelInfo
98) Educate guests on the Butler Chat function and encourage them to use it

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