INRODUCTION

Procedure for accepting Reservation

In accepting Reservation, we should remember that ethics and courtesy in our
call should remain invested, more details can be seen in the Receiving Module
Telephone
, and also in terms of receiving Reservation (Booking Room) important thing we
have to do is:
Continue to accept bookings DIRECT rooms at the input to the system (PMS)
during the course of the conversation. This is important because we can
immediately provide confirmation numbers to the candidates of our guests.
Back to it receiving Reservation, remember! we must:
Mention Guest's name at least 2 times as long to accept your reservation.
Leading the conversation, and avoid quiet atmosphere.
Speaking in a clear voice, and in a proper sound pressure.
Talking with the polite language, do not use slang words.
Thank you at least once in the conversation stage.
Not to hold caller more than once and no more than 2 minutes.
Give me a reason before to hold telephone and also asked for permission first.
And say thank you for waiting.
Next we will discuss how Accept Reservation Procedure.
RECEIVE RESERVATION PROCEDURE
Greetings
Reservation department, Good morning / afternoon / evening / night (Name)
speaking, How may I help you?
Identification
Sorry to whom am I speaking? Are reservation for your own? If for guests), may
know who the guest's name?
Does (your guest) have stayed in (the hotel) before?
To date the room reservation?
For how many nights menginapnya plan?
How many people plan to stay at room?
Is there any children also on the way here? (If yes): Can I ask how old is the
child?
Are rooms booked for 1 big bed or 2 separate beds?
Do you want a room to smoke or can not?
Did you travel here for business or leisure?

(If for a holiday): Would you prefer that the room price includes breakfast or
room? (If yes) When opening a restaurant for breakfast at 05.30 am until
10.00am each day.
(If for business): May I know from what company?
Are you our membership card holders?
Initiatives / Recommendations
For information, types of rooms we have Suite, Deluxe, Superior and Standard,
Normally our prices for Suite is USD?, For Deluxe Rp?, To Superior Rp?, And for
Standard USD?, However, for this month, we have special prices Only USD?,
To fasilities at the hotel, we have a swimming pool and complete fitness center,
cable TV, restaurant and bar service 24 hours room service, banquet facilities
with a capacity adequate? sampai ? up? orang, business center, tempat parkir
bisa mencukupi sampai?mobil, dll. people, business center, parking lot sufficient
to? cars, etc..
At room facility, minibar, complimentary tea and coffee, and standing shower
bathroom, but for the Suite room bathtub and private safe deposit box is
available, etc.
How? Are you interested?
Can I make your reservation?
Documentation
Should I know your phone number?
Would you like to guarantee the reservation?
(If yes) Can I know the data from your credit card?
And for information, one-night cancellation fee will we wear when going No
Show, and if you want to cancel the booking, the information one day prior to
arrival so we hoped.
(If not) We will only hold your reservation until 6 pm, and will be deleted
automatically.
May I ask, what time you will arrive dihotel?
For information on check-in time we are at? and check-out time at?
Do you want me to arrange your pick-up service?
Repetition
Thank you for the information, now I will repeat your reservation, the guest's
name? Date of ci and co? Types of rooms? Price of the room? Credit card details?
Phone number? Etc?
Is everything is correct, Mr. / Mrs??
And Mr. / Mrs? This your reservation number?
Do you want me to send e-mail confirmation?

Farewell
Anything else can I help you, Mr. / Mrs??
Thank you for contacting/calling the hotel?, Good morning / afternoon / evening /
night, see you
PROCEDURE RECEIVE RESERVATION CANCELLATION
Greetings
Reservation department, Good morning / afternoon / evening / night (Name)
speaking, How may I help you?
Identifikasi Identification
Sorry to whom am I speaking? May I ask on behalf of whom the reservation?
Can I know the date of the reservation or confirmation number?
Excuse me, may I know WHY you cancel the reservation?
Initiatives
Offer other alternatives (to make another reservation) that also remain
mengcancel listen alasan2nya (sipenelpon interested endeavored to create
change or make a return reservation)
Repetition
Fine, I'll repeat the cancellation of your reservation, in the name?. In the period
date?
And Mr. / Mrs this number your cancellation number?
Farewell
Anything else can I help you, Mr. / Mrs??
Thank you for contacting/calling the hotel?, Good morning / afternoon / evening /
night, see you
RECEIVE RESERVATION PROCEDURE AT CHECK-OUT
Reservations can also be made when guests were checking out who is expected
to be back again.
Stages of what we do is:
Ask your date to stay back.
Ask the number of guests who will stay.

Ask the type of room requested.

Repeat again the reservation.
Ask guests to guarantee the reservation, (if not) saying we will only hold the
reservation until 6 pm, and will be deleted automatically.
Give the guest reservation number.
Farewell, with saying good-bye and good-bye to the next arrival.
Well, please give your comment...
Express checkout

STANDARD SERVICE: is to ensure that a consistent procedure for Express Check out is
maintained.

STANDARD PROCEDURE: It is the policy of hotel to operate the checkout in a swiftly

manner; thus avoiding potential delays and unnecessary waits for the guests, and allowing the
FDA to perform their operational duties with ease in the event of a heavy departure.
Basic Criteria:

Express checkout is only suitable for hotel guests utilizing international credit cards like
American Express, Visa, and Master Card

Procedures @ Check in:

All arriving guests holding one of the above credit cards upon checking in must have their
card swiped in the EDC Machine, to obtain an approval code.

Front Desk Staff must check if a complete guest profile already exists before offering express
checkout. This is because more often than not, the hotel is required to send a copy of the
invoice via fax or mail to the guests or company.

Obtain a business card from the guest if the guest profile is incomplete

The Express Checkout Form must be presented for the guest to sign when the guest agrees to
take the offer.

Inform the guest that we will send a copy of the bill to his/her room before 0600 hrs in the
morning before the departure.

Check with the guest if a copy of the bill is required to be faxed or sent to the company.

After confirming the departure time, write down the departure time accordingly in the R/C
and write code of (X/O) and input as well in the code of guest name, after MR or MS on
PMS.

Separate R/C which is written X/O in the Checkout Folder to alert the cashier when an
originally express checkout guest approaches us at the Front Desk for a physical checkout.

The Morning Team Leader can quickly tally the Express Checkout Form with the system.
Also, the Morning Team Leader can have a quick glance at how many express check out for
the day at any time.

Submit the Express Checkout Form (2 copies) for filing. An Express Checkout File is kept at
the back office.

The form is filed accordingly to date 1-31 of the month.

Procedures @ the Night before Departure:

Afternoon Team Leader to check Source Code from PMS for the next day express checkout
guest and prepare to print the folios.

To advance folio the last night prior to print and deliver between 21:00 23:00 hrs.

To insert the bill in our A4 Fax envelope (ticked document) and have the Bell to send to the
room.
Procedures @ the Day of Checkout

Morning Team Leader

to check all the express checkout for the day against the system

If the guest had departed, checked out the room with the Express Checkout Form attached to
the room folio (together with credit card if any).

Check if we are required to send a copy of the invoice via fax/mail to the guests company
and action accordingly.

Express Check-Out Form

Date: ________________________

Guest Name:

____

_____________

Room #: ___________

Type of Credit Card:

Type and Credit Card Number: _________________________ Expiry Date: ______

Name of Cardholder: ________________________ Email Address: _____________

Card holders Business Phone: ______________________

Express Check-Out means that you do not have to go to the reception to check-out of the
hotel and (no,) it is not complicated at all.

The following conditions must be met to be considered proper Express Check-Out:

1.

You only need to do is sign this form at reception.

2.

Or Sign the express check-out form at your room.

I hereby authorize the use of my credit as the method of payment to cover all charges
including guest room, applicable taxes, meals. Phone charges, and any other incidental
charges for each night.

By signing the Express Check-Out Form, I waive my rights to be present while my room is
being checked for damages other than normal wear and tear. I am aware that I will be billed
for any damaged item at current cost of labor and materials. If an item is missing from the
room or damaged beyond repair, I will be billed for the replacement item at current cost and I
will be financially responsible for all damage recorded at the time of checkout.

Cardholder Signature: _________________ Date and Time of Check-out: ___________