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Hotel Manuals & Forms

Guest Services Manual


Including Policies 1000 through 1999

TABLE OF CONTENTS

Section 1000: Introduction & General
Section 1100: Front Office Operations
Section 1200: Reservations
Section 1300: Guest Transportation
Section 1600: Telephone Department
Section 1700: Night Audit
Section 1800: Front Office Management
Section 1900: Reference

* Section 1900: Reference * Included only in the Supervisor Version

SUMMARY OF FORMS
SUMMARY OF TABLES & CHARTS

Section 1000: General

"There is no excellence without difficulty."

1001-1029. Guest Services Department Overview and General

1001 Introduction
1010 Mission Statement

1030-1099. Hotel Features and Services

1032 Complimentary Breakfast *
1034 Exercise Room *
1036 Hotel Fact Sheet *
1038 Room Service *
1040 Swimming Pool & Spa *
1042 Television Service*
1044 Vending Service

* * Not yet available

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Section 1100: Front Office Operations

"It's not what you know how to do; it's what you do when you don't know what to do."

1100-1109. Introduction & General:

1101 Overview of Front-Office Operations
1102 Front-Desk Appearance
1104 Hotel Entrance
1106 Guest Services Daily Log
1108 Front Office Supplies *

1110-1119. Staff:

1110 Front-Desk Staff
1112 Position Description, Guest service agent
1114 Uniforms, Guest service agents and Night Auditors *
1115 Shift Checklists for GSAs

1120-1149. Guest Check-In and Related:

1121 Accommodating Disabled Guests
1123 Assigning Guest Rooms
1125 Checking in Guests
1129 Guaranteed No-Shows *
1131 Legal Status of Guests *
1133 Non-Available Reserved Accommodations
1135 Pets
1137 Pre-Registration
1143 Room Tax
1145 V.I.P. Guests
1147 Welcome Calls *

1150-1159. Payment & Credit:

1156 Front Office Credit
1158 Prepaying Guests

1160-1169. Guest Check-Out and Related:

1160 Checking Out Guests
1165 Express Check-Out

1170-1189. Front-Office Procedures for Ongoing Guest Services:

1171 Foreign-Language Guests
1173 Front-Office Honor-Bar Procedures
1174 Games *
1175 Guest Complimentary Sundry Items
1176 Guest Facsimile Service
1177 Guest Laundry and Dry Cleaning
1178 Guest Mail and Packages
1179 Guest Photocopy Service
1180 Guest Records and Information
1181 Guest Sundry Items *
1183 Hotel Tours
1184 Instructions for Guest-Room Features *
1186 Security of Guest Valuables
1187 Special-Request Items *
1188 Storage of Guest Luggage
1190 Television Service

1195-1199. Control Procedures:

1195 Cash Paid-Outs 1196 Competition Report
1197 Front-Desk Bucket Check
1198 Front-Office House Bank
1199 Guest Room Key Control

* Not yet available

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Section 1200: Reservations Department

"Keep on doing what it took to get started." John L. McCaffrey

1200-1209. Introduction and General:

1201 Reservations Overview
1203 Reservations Mission Statement
1205 Position Description, Reservations Supervisor
1207 Reservations Training
1209 Reservations Uniforms

1210-1259. Procedures:

1212 Approved Room Rates
1215 Complimentary Guest Rooms
1218 Guaranteed Reservations
1221 Guest History
1224 Reservation Calendar
1227 Reservation Cancellations *
1230 Reservation Confirmations
1233 Reservation Deposits for Groups *
1236 Reservation Deposits for Individuals
1239 Reservations Office
1242 Reservation Waiting List
1245 Room Market Segments
1248 Taking a Reservation
1251 Travel-Agency Commissions
1254 Travel-Agent Reservations
1257 V.I.P. Reservations

1260-1279. Yield Management:

1260 Introduction to Yield Management
1265 Yield Management: Government Rate
1270 Yield Management: Maximum Sell

1280-1289. Reservation Affiliations:

1282 Airline Codes

1290-1299. Reservations Supervision **

1291 Daily Reservations Report **
1294 Group Room Reservations **
1297 Reservations-Sales Department Coordination **

* Not yet available
** Not included in the Staff Version Section

1300: Guest Transportation "Instead of looking for one thing to do 1000% better, look for 1000 things to do 1% better."
1301 Introduction to Guest Transportation
1320 Eligibility for Driving the Van
1330 Guest Courtesy Standards While Driving
1340 Paid Guest Transportation
1350 Presentation Standards for the Van
1360 Safe Driving
1370 Safety Equipment for the Van
1380 Van Log

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Section 1600: Telephone Department

"You can't build a reputation on what you're going to do." Henry Ford

1600-1609. General Functions:

1603 Answering Calls
1609 Telephone Company Numbers

1610-1619. Reference:

1615 Telephone Numbers
1618 Foreign Language List
1625 FCC Hotel Long-Distance Telephone Rules

1650-1699. Supervisory Functions:

1660 Auditing Telephone Invoices *
1670 Trunk-line Guidelines*

* Supervisors' version only

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Section 1700: Night Audit

"There will always be reasons to do the wrong thing. And the smarter the person, the better the reasons. You do what's right, and let others do reasons."

1700-1709. Overview

1700 Overview

1710-1719. Position Descriptions and Checklists

1710 Position Description, Night Auditor
1712 Night-Auditor Uniforms
1715 Shift Checklists for Night Auditors Opening Checklist, Night Auditor Mid-Shift Checklist, Night Auditor Morning Closing Checklist, Night Auditor

1720-1799. Work Procedures

1720 Night-Audit Credit-Card Deposit
1725 Night-Audit Backup Procedure
1730 Computer Night-Audit Procedure
1735 Night-Audit Reports
1755 Billing Guarantee No-Shows
1760 Night-Audit Package
1765 Late-Night Lobby Security

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Section 1800: Front Office Management

"I think that failure is a bore. It's a bore to hear about, and it's a bore to live through." Agnes DeMill

Staffing:

1810 Guest Services Department Staffing Guides *
1811 Position Description, Assistant General Manager
1815 Hiring of Van Drivers

Controls:

1821 Front-Desk Management Controls

* Not yet available

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Section 1900: Reference

"The road to success is always under construction."

1910. Glossary
1980. Bibliography
1999. Acknowledgment

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