let the guest know you are not expecting him or her, as this can make both you and your property appear disorganized and unprofessional Check the day’s arrivals for an alternative spelling of a guest’s name (you may have as a reservation in the name of when using a PMS to search ‘Mcgregor’ ‘Macgregor’) for a guest. You may just use "one letter" for example "m" for our guest and see all the "m guests" with reservations for the day. This way you may be able to find the guest whose name has been recorded incorrectly Hand the guest a registration card if you have a room and proceed as normal to book him in and assign a room Refer the matter to your supervisor and follow the procedures outlined by your property if you do not have a room available. Do not take it upon yourself to inform the guest. 2.11 Introduction Throughout all shifts, reception staff must monitor guest movement through reception. A key is to monitor actual arrivals and actual arrivals against expected arrivals.This is important to gain an appreciation of when action needs to be taken to optimise room sales. Always remember that whatever other functions reception has, it is still necessary to sell all your rooms. Rooms are a unique sales area. If you don’t sell a room today you can’t sell it twice tomorrow to make up the loss.
let the guest know you are not expecting him or her, as this can make both you and your property appear disorganized and unprofessional Check the day’s arrivals for an alternative spelling of a guest’s name (you may have ‘Mcgregor’ as a reservation in the name of ‘Macgregor’) when using a PMS to search for a guest. You may just use "one letter" for example "m" for our guest and see all the "m guests" with reservations for the day. This way you may be able to find the guest whose name has been recorded incorrectly Hand the guest a registration card if you have a room and proceed as normal to book him in and assign a room Refer the matter to your supervisor and follow the procedures outlined by your property if you do not have a room available. Do not take it upon yourself to inform the guest. 2.11 Introduction Throughout all shifts, reception staff must monitor guest movement through reception. A key is to monitor actual arrivals and actual arrivals against expected arrivals.This is important to gain an appreciation of when action needs to be taken to optimise room sales. Always remember that whatever other functions reception has, it is still necessary to sell all your rooms. Rooms are a unique sales area. If you don’t sell a room today you can’t sell it twice tomorrow to make up the loss.
TM_Provide_accomm_reception_services_21112013_AH.docx