Handling Group - Hotel Guests

Handling Group Training - Hotel Guest

Objective
At the end of this training all Front Office Agent will be able to handle group and ensure that all process is running smoothly without any failures


Group Process


What we have to do before group check in
To liase with Reservation and Sales Department to obtain information:
1. Number of room involved
2. Number of participant
3. Room arrangement
4. Contact person
5. VIP arrangement
6. Request billing arrangement
7. Check-in arrangement (arrival by/ time)
8. Check-out arrangement
9. Meeting arrangement (place of meeting, time of meeting)
10.Get group order/ even order from reservation
11.Review Front Office scheduling, and make some adjustment needed


Group Check in
1. Make sure all registration cards and keys are well prepared by Guest Service Agent
2. Make sure Assistant Front Office Manager or Guest Service Manager check all VIP guest room

3. Do final check with Sales/ Reservation for last update
4. Check and prepare billing arrangement for every member of group
5. Greet and meet group contact person
6. Prepare rooming list to be given to Sales and group contact person
7. Find out for check out arrangement with group’s contact person (time, staggered)


During group in house
1. Make group summary
2. Monitor group’s guest docket
3. Check & find supporting bill DAY BY DAY (should be completed every transaction)

4. Check routing instruction
5. Check room movement
6. Keep contact with group’s contact person and Sales-in charge for any update of the group requirement


A day before group check out
1. Prepare all bills arrangement, make sure all back up bills are completed
2. Prepare group master bill if requested and coordinate with Credit Manager
3. Double check the final payment just in case there is changes the method of payment



Group check out
Re-Check master bill arrangement – ready to be submitted
Check individual billing well prepared – ready to be submitted