- -Able to understand Front Desk check-in procedures
- -Able to understand operations and communications in Housekeeping
- -Able to understand Front Desk check-out procedures
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Accommodation Services
Click on the Play button to start the introduction video.
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Show Me
Show Me
Reception: Checking-InClick on the Play button to start the video.
A receptionist at the Front Desk of a hotel or resort is usually the first person a guest meets.
A receptionist should:
- should greet the guest with a smile.
- should make the guest feel welcome.
- should be available to assist guests.
A receptionist needs to:
- be organised.
- be able to handle busy times.
- be able to do multiple tasks at a time.
- keep accurate and up-to-date records.
At Check-In
A Front Desk receptionist at a hotel or resort:
- checks in guests.
- allocates rooms.
- attends to special needs of guests.
- answers guests' questions.
- hands out keys or keycards.
- directs guests to their accommodation.
A receptionist in a hotel or resort needs to be aware of:
- all types of accommodation offered.
- costs and inclusions in costs.
- facilities available, eg restaurants, room service, massage.
- activities available, eg tours, sports, walking tracks.
Hotels and resorts may use electronic or manual filing systems.
In hotels and resorts filing may be:
- chronological - according to the date of arrival of guest.
- numerical - according to Room Numbers.
- alphabetical - according to guests' last names.
Show Me
The Housekeeping Department is responsible for:
- cleaning guest rooms and public areas
- maintaining stock
- guest services
- the laundry
Staff
- Executive Housekeeper - manages staff and communicates with Front Desk
- House Keeping Supervisor - supervises housekeepers and inspects rooms
- Housekeepers - clean rooms and public areas, maintain stock in rooms
Communication between all staff in Housekeeping and Front Desk
- status of rooms - occupied, VD (vacant dirty), VC (vacant clean), OOO (out-of-order)
- new arrivals and stayover guests
- special requests of guests
Room cleaning procedures
- rooms for expected arrivals FIRST
- THEN stayover rooms
- LASTLY vacant rooms
Housekeeping Checklist
- Fill wheeled cart - linen, replaceable
- Strip the room - bed linen, bathroom
- Garbage bins - empty, replace liners
- Make the beds - fresh bed linen
- Bathroom - clean thoroughly
- Dust - everything
Check - everything is in working order
Restock - amenities - Vacuum - floor
Use air freshener - Inform Housekeeping that room is VC (vacant clean)
Communication Systems
- Manual - personally reporting to the Executive Housekeeper.
- Semi-automated - reporting via phone, pager or beeper to Executive Housekeeper.
- Fully automated - coded electronic message to the Executive Housekeeper and then to Front Desk.
Show Me
Reception: Checking-OutClick on the Play button to start the video.
On Check-out a Front Desk receptionist at a hotel or resort:
- greets the guests.
- receives and files guest surveys.
- receives keys or key cards.
- gets dockets from all services, eg restaurants, housekeeping.
- adds extra charges to account.
- finalises account.
- prints final account.
- receives payments.
- may direct guests to departure area.
- thanks the guest for staying.
Guests:
- may be asked to fill in a Guest Survey.
- return keys or key cards.
- should be asked to check dockets.
- should be asked to check the final account.
- make payments.
After the guest has left the receptionist:
- closes the file.
- notifies Housekeeping that the room is VD (vacant dirty).
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Say It
There are 2 parts in this section.
1. The GlossaryThe glossary lists the more difficult words related to the topic in alphabetical order. The glossary also gives the meaning for each word.
2. Look, Cover, Write, Check!This activity gives you practice at remembering and writing the words from the glossary.
The Glossary
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Do It
Jump to ActivitiesDo It: Reception - Checking-In
Reservation data is usually created in a spreadsheet or table, and requires an easy, quick method to record details. Each establishment will have its own system; it may be electronic or manual. Filing may be chronological, numerical or alphabetical, or a combination of these.
Do It: Housekeeping
The Housekeeping Department in hotels uses many codes and abbreviations, especially in relation to room status.
Room status refers to the occupancy of a guest room. A room may be occupied or vacant, out-of-order, clean or dirty. Codes are used to indicate room status.
It is important that you are aware of some of these.
Do It: Checking-Out
Check It
Check It QuizAccommodation ServicesClick on Accommodation Services to begin.
- Introduction
- Show Me
- Say It
- Do It
- Check It