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

Credit Card Handling Procedures

CREDIT CARD HANDLING PROCEDURES

PURPOSE

1. To identify the credit card that are approved for the settlement of guest ledger charges at hotel operational or Bill outlet transaction, The approved credit cards are :
a. American Express.
b. VisaCard/MasterCard/JCB.
c. BCA Card.

2. To identify whether the guest credit card number has been canceled as Lost, Stolen, False credit card or Delinquent.


POLICY

1. A valid credit card is to be accepted and imprinted for pre-authorization by the front office receptionist or cashier upon guest check-in as an approved “Method of Settlement” of a guest ledger when the guest check out.

2. Guest should be presented the credit card prior to the expiration date or will not expire before expected check-out date, also where the signature on the credit card with the registration card are the same and the credit card number should be same between credit card number on EDC Machine Monitor with credit card number on the Card.


PROCEDURES

1. Check the expiration date on the card. Do not accept a card that has expired or will expire before the expected check-out date. In either of these cases, request another credit card or alternate settlement method.

2. Compare the signature on the back of the credit card with the guest signature on the registration card.
Do Not accept the card if the signatures do not match, Only the valid holder of the card is authorized to use the card.

3. Swipe the credit card for pre-authorization at EDC Machine and make sure to check the credit card number on EDC Machine Monitor with the credit card number on the Card, The credit card number should be same. But if the credit card number did not same, it is means that credit card is a False Credit Card !

4. If the guest credit card is valid, front office receptionist should be write the credit card number & expiration date on the guest registration and give receptionist staff in charge signature on registration to indicate that it has been checked.

5. When guest credit card is a False Credit Card, The front office receptionist or cashier F & B outlet will proceed as follows:
• Step 1 : hold the guest for waiting a couples minutes.
• Step 2 : inform the credit card status immediately to AFOM/FOM or/and Duty Manager in charged in that time.
• Step 3 : AFOM/FOM or Duty Manager will be forward the information to EAM or/and GM.
• Step 4 : EAM or/and GM with Security back up will be investigate directly to the Guest.

Table Set-Up Procedures in Restaurant

Basic procedure of how to set up table in restaurant. Do read that tutorial. As you know, One cover denotes all the necessary cutlery, flatware, crockery, glassware and linen necessary to lay a certain type of place setting for a specific meal, for a single person.

Size Of One Cover = 18×24 Inches


One of the technical terms very often used in the hospitality industry is a “cover“. What does this mean? There are 2 definitions according to the context

1. When discussing how many guests a restaurant or dining room will seat or how many guests will be attending a certain cocktail party, we refer to the total number of guests concerned as so many “covers”.

2. When laying a table in readiness for service there are a variety of place settings, which have to be laid according to the type of meal and service being offered. This place setting is a type of cover being laid. In other words a cover denotes all the necessary cutlery, flatware, crockery, glassware and linen necessary to a lay a certain type of place setting for a specific meal.

A LA CARTE COVER:
This cover follows the principle that the cutlery and flatware for each course will be laid just before each course is served. The traditional cover given below represents the cover for hors d’ oeuvres which is the first course in a classic menu sequence.

• Fish plate
• Serviette
• Fish knife
• Fish fork
• Side plate
• Side knife
• Wine glass

When an a la carte cover is being laid, the cutlery and flatware required by the guest for the dishes ordered will be placed course by course. In other words there should not be at any time during the meal, more cutlery and flatware on the table than is required by the guest at that specific time.

TABLE D’HOTE COVER:
This cover follows the principle that the cutlery and flatware for the entire meal will be laid before the first course is served. The traditional cover is given below:

• Serviette
• Soup spoon
• Fish knife
• Fish fork
• Meat knife
• Meat fork
• Dessert spoon
• Dessert fork
• Side plate
• Side knife
• Wine glass

When a Table d’hote cover has been laid, the steward should remove, after the order has been taken, any unnecessary cutlery and flatware and really any extra items that may be required.After the above covers have been laid, the table-layout should be completed by the addition of the following items:

• Cruet set
• Ashtray
• Bud vase

All applicable cutlery and flatware should be laid 1.25 cm from the edge of the table. Water goblets after polishing should be placed at the top right-hand of the cover.
It is of paramount importance for any food and beverage professional to have a sound knowledge of the types of service styles given above. And yes, remember practice makes a man perfect

Table Set-Up In The Restaurant

Table setting refers to the way to set a table with tableware – such as eating utensils and dishware – for serving and eating. The arrangement for a single diner is called a place setting. The arrangement varies across various cultures. The rules for laying a table are not rigid. They are followed to facilitate dining and making the table neat. The basic rules for laying the tables are given below:

1. Table Linens: Table linen has to be laid properly. A white cloth is preferred but not mandatory. The only rule is to make sure that linen patterns and china patterns don't clash.
2. Chargers: Chargers or dinner plates should be placed on the table first. Chargers are decorative elements that are placed underneath plates to add color or texture to the table. Each plate should be set in the center of the place setting and each place setting on the table should be set equidistant. The rest of the components used to set a formal table will be set with the dinner plate in mind. If a charger is used, soup and melon bowls will be placed on top. The charger will generally be removed just before the main course.
3. Napkins: Linen napkins should be folded elegantly and placed in the center of the dinner plate.
4. Silverware: Silverware is to be placed in order of use. In other words, the diner will start at the end and work his way in. The first course will use silverware farthest from the dinner plate, while the last course will utilize the silverware closest. Place all silverware an inch from the table's edge.
5. Knives: Set knives on the table to the right of the dinner plate. Technically, one should only use a knife if one is cutting meat; however, up to three knives can be placed on the table, in order of use. Blades should face inside, towards the table setting.
6. Forks: Forks are to be set to the left of the dinner plate in order of use. In most cases, there are three: one each for seafood, the main course and the salad. When dining formally, salads are generally served at the end of the meal.
7. Spoons: Spoons are set to the right of the knives in order of use. If there is a melon course, this spoon will be set closest to the plate with the soup spoon on the end. If there is a dessert spoon, this will be set above the plate. Coffee spoons are set on the saucer when it's time for dessert.
8. Glasses: Glasses are set above the plate to the right in order of use. From left to right: Water glass, red wine glass, white wine glass, champagne flute (if ordered).
Dessert: Dessert plates and coffee / tea cups will be set out after dinner. If a fork is to be used with dessert, this will be placed on the dessert plate. A dessert spoon should have already been set above the dinner plate. Coffee spoons should be placed on the saucer. Coffee / tea mugs aren't used for a formal dinner

Grooming and Hygiene Guideline for Server

Hospitality is such a professional service where each & every staffs has to maintain hundred percent professionalism with pure grooming and hygiene. Here are some tips for every waiters to maintain grooming and hygiene:

1. Daily Shower has to be taken-this is must.
2. You should be well uniformed, well fitting, spotless.
3. Pay especial attention to your hands. Keep it clean. Always wash your hand after going to toilet or smoking or touching anything.
4. Shoes should be well polished, comfortable, clean, conservative and neat designed.
5. Male waiter and servers should be well shaved.
6. Females should use light makeup.
7. No excessive jewellery should be uses. Ear rings may be allowed but it will depend on organisational policy.
8. Use soft aftershave and perfumes. Do not use strong one which could
distract guests.
9. Avoid bad mannerisms like scratching your face, making sounds by your fingers, showing bad sings, cleaning nose, fingering through hair etc.
10. Try to have nice deep sleep to keep yourselves fit for your daily work.