Front desk service process and room reservation service: from arrival preparation to post-departure service

III. Service Process

The service process consists of five interconnected work stages, namely:

Pre-arrival preparations and arrival services --- Services during the stay --- Departure services ---

After-check-out service.

(1) Preparations before guests arrive at the store: reception preparations, airport pick-up and drop-off.

(2) Services upon guest arrival: pick up guests upon arrival, provide luggage service; confirm reservations and check-in; set room rates and establish guest accounts.

(3) Services during the guest’s stay: telephone business, catering and entertainment, entrusted affairs; extension of stay or early departure.

(4) Services for guests when they leave the store: check out, ask for opinions; see guests off, and take them to the airport or station.

(5) Services after guests leave: Guest history filing, any unresolved matters.

For details of the front desk integrated service standard process, please refer to Figure 3-4.

(Note: The phrase "see Figures 3-4 for details" has been removed here.)

Room reservation service

I. Basic Procedures for Room Reservation

The basic procedures for room reservations can be seen in Figure 3-5.

(Note: The phrase "see Figure 3-5" has been removed here.)

II. Standard Procedure for Accepting Reservations

(I) Standard Procedure for Accepting Reservations

The standard procedure for processing reservations is shown in Figure 3-6.

(Note: The phrase "see Figure 3-6" has been removed here.)

(II) Standard Procedure for Accepting Reservations

The standard process for accepting bookings is shown in Figure 3-7.

(Note: The phrase "see Figure 3-7" has been removed here.)

The main related forms include: individual booking form; group booking form; booking summary table; category density table; and booking deadline table.

Individual booking

Reservation number: NO.

Reservation Form

□New Booking □Amendments □(n Waiting List)

□Cancellation

Guest Name Number of Rooms Room Type Number of Guests Room Rate Company Name

Guest Name No.of Rooms Room Type No.of Guests Room Rate Company Name

Book arrival date Book departure date Flight to/from this city Flight to/from this city

(riginal Arrival Date Original Departure Date Arr.Flight

Departure

Flight

Payment method: □ Company payment □ Includes Chinese breakfast □ Includes Western breakfast Confirmation: □ Yes □ No

Payment □ 15% service fee (payable by the customer) Confirmation: Yes/No

Notes: □ Prepayment or cheque □ Credit card □ Cash on delivery (COD)

Special requirements: □ Extra bed □ Crib □ Double bed

Remarks

Contact Person's Name, Phone Number or Fax Number, Reservation Entrant, Reservation Date

Contact Name Tel.No.&.Fax No. By Date Taken

Group booking

Group Booking Form

Reservation made by Taken By:

Scheduled Date:

□ New Booking/Suspension of Booking/Tentative □ Amendments □ Confirmation

□ Cancel Cancellation

Team Name Nationality

Check-in Date Check-out Date Single Room Double Room Accompanying Room Suite

Arrival Departure Twin Room Suite

Date Date

Number of houses, price of houses, price of houses, number of houses, price of houses, number of houses, price of houses

Number Rate Number Rate Number Rate Number Rate

of of of

Rooms Rooms Rooms Rooms

Complimentary Rooms:

The room rate does not include a 15% service fee.

Room rates subject to 15%surcharge□

Deposit:

The room rate includes a 15% service fee.

Room rates inclusive of 15%surcharge□

Meal details date

MEAL REQUESTS

Time

Location Outlet

Price Rate

Number of people PAX

Meal price excludes 15% service charge □ Meal price includes 15% service charge □

Meal rates subject to 15%surcharge Meal rates inclusive of

15% surcharge

payer

Charge to

Remark

Remarks

date

Date

Reservation Summary Table

The Conventional Chart

Symbols Reservation

Standard Room (STD) 18th Floor

Single room SGL 18th Floor

DBL Suite (Double Bed Room)

Room No. Room Types Room Rates 1 2 3 4 5 6 7 8 9 10

Monday Tuesday Wednesday Thursday Friday Saturday Sunday Monday Tuesday Wednesday

This booking summary table is suitable for booking information of guests with an average stay of longer durations.

Classification density table

The Density Chart

Symbol Explanation: Sign/Reserved Reservation

Date 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Sunday Building

Room type

Sun Monday Tuesday Wednesday Thursday Friday Saturday Monday Tuesday Wednesday Thursday Friday Saturday

Standard Room 1

STD

STD 2

STD 3

STD 4

STD 5

STD 6

Single bed 1

SGL

2

Double bed 1

DBL

2

Suite 1

SUITE

2

Reservation density is categorized by room type, indicating the number of rooms booked within the same period (week, month).

Status of being available for rent, under maintenance, etc.

It is more suitable for business hotels where guests stay for a short average of 10 days.

Booking Deadline

The Stop-go Chart

Symbol Explanation

△No Standards

No King Bed

No Queens Bed

★ Meeting (Tour Groups) Rooms

Day of the week: Sun (Mon), Tuesday (Tuesday), Wednesday (Wednesday), Thursday (Thursday), Friday (Friday), Saturday (Saturday)

Date 1 2 3 4 5 6 7

May △×□ △×□ □ □ ★ × ★

June △ × △×□ ★ ★ × ★ △ △ ×

□

Reservation staff can quickly answer guests' reservation inquiries while looking at charts, thereby improving the accuracy of reservation services.

(III) Changes to the standard booking process

The standard procedure for changing a reservation can be seen in Figure 3-8.

(Note: The phrase "see Figure 3-8" has been removed here.)

The main related forms are: reservation change form and reservation cancellation registration form.

Reservation Change Form

Amendments year month day

Name: Reservation Number:

Address: Telephone:

Company: Contact Person:

Change date: Year Month Day

Arrival date: Year Month Day

Check-out time: Year Month Day

Number of people:

Renminbi

Room type and number booked: Daily rate: US dollars

A deposit is required:

Due Date: Received Date:

Payment method:

Note: Renminbi

Original booking number: Original arrival date: Original price: US dollars

Original departure date:

Person in charge:

Cancellation of reservation registration book

Cancelling Reservations

Notification of Cancellation Date, Reservation Type, Original Arrival Date, Guest Name, Nationality, Cancellation Number, Reservation Agent

(iv) Standard Procedure for Handling Overbooking

The standard procedure for handling overbooking is shown in Figure 3-9.

(Note: The phrase "see Figure 3-9" has been removed here.)

Overbooking refers to booking additional rooms to compensate for unbooked rooms when the hotel is already fully booked.

Vacant rooms that have been booked or temporarily cancelled.

To avoid overbooking, it's essential to research the availability of similarly sized hotels in the surrounding area beforehand and prepare contingency plans.

Generally, the overbooking standard is controlled within [a certain range].

The overbooking rate is around 5%, and its calculation formula is as follows:

Overbooking rate = (Overbookings / Available Bookings) × 100%

Overbooking = Reservations × Cancellation Rate - Expected Departures × Deferred Occupancy Rate

Available bookings = Total number of rooms - Number of consecutive occupancy days

(v) Verify the standard procedures for booking.

The standard process for verifying reservations is shown in Figure 3-10.

(Note: The phrase "see Figure 3-10" has been removed here.)

(VI) Standard Procedure for Pre-Arrival Preparation

The standard procedure for preparations before arriving at the store can be seen in Figure 3-11.

(Note: The phrase "see Figure 3-11" has been removed here.)

The relevant forms include: ×× day room reservation forecast form; guest situation forecast form; VIP arrival report form; expected arrival guest list; VIP reception standard approval form; vehicle dispatch notification form.

Tianfeng Hotel Booking Forecast Table

Reservations Forecast

Date, Day of the Week, Expected Arrival for Individual Guests, Expected Arrival for Group Guests, Expected Departure for Group Guests, Expected Hotel Rooms, Expected Room Maintenance, Number of Booked Rooms, Forecast Average Room Rate, Expected Rooms Available, Expected Occupancy Rate, Expected Number of Vacant Rooms

Total number of rooms

Customer Situation Forecast Report

Forecast period: From [Month] [Day] to [Month] [Day]

Date, Day of the Week, Arrival, Departure, Stay, Vacancy, Repair Rooms, Occupancy Rate, Number of People

For: General Manager □ Housekeeping Department □ Concierge □ Average Occupancy Rate This Period:

Deputy General Manager □ Finance Department □ Inquiry □

Sales Department □ Human Resources Department □ Reception □

Safety Department □ Engineering Department □

Food and Beverage Department □ Reservations Department □ Prepared by:

Pre-arrival VIP Report Form

Expected VIP Report (Date)

Room number, guest name, host organization, room type, room rate, arrival time, departure time, remarks.

TDSTDS

Subtotal

To: General Manager □ Deputy General Manager □ Duty Manager □ Sales Department □ Food and Beverage Department □ Rooms Department □ Cashier Department □ Inquiry Department □ Reception Department □ Concierge Department □ General Manager

Machine □

Note: Room type: T (Double bed), D (King bed), S (Suite). Prepared by: Reservations Department.

Expected guest list

Expected Arrival List

Date:

Sequence Number, Name, Room Number, ROOM, Number of People, Number of Rooms, Transportation/Time, Check-out Person (booking/departure)

NOS NAME NO. PERS NO.OF FLT.NO. DEP. BOOKED

ROOMS /TIME BY

Total number of arrivals expected

TOTAL EXPECTED ARRIVAIS

General Manager, Reception Department, Sales Manager, Rooms Department Manager (Archived)

□ GENERAL MANAGER □ REGISTRATION □ SALESMGR □ EXEC HOUSEKEEPER

□ FILE

VIP reception specifications approval form

Guest Name: Arrival Date: Flight/Time: Occupation: Departure Date: Flight/Time: Company:

Room type: Room number

Nationality: VIP Category A□ B□ C□

□ Airport welcome □ Airport send-off

□ Dessert plate □ Luggage tag

Welcome cake Champagne

□Chinese Tea □Great Wall White Wine

□Red wine □Moutai liquor

Dispatch Notification

Pick up Arrangments NO:0000001

×× Hotel Date: Year Month Day

Guest Name: Vehicle Number:

Vehicles:

Destination:

Departure time: Return time:

Kilometers: Waiting:

Prepayment amount:

Amount receivable:

Guest Signature: Room Number:

Cashier: Receptionist: