Module 1
Departments closed at night Advance Reservations Bills office
Housekeeping Kiosk Valet
24-hour coverage given by: Reception
Cashier/Reception Porter Porter Porter
b) Telephones Te automation of telephone systems has resulted in the number of staff only answering telephones (operating a switchboard) in hotels being drastically reduced. Facilities that can now be carried out without the assistance of an operator include world-wide direct dialing from the guest room, automatic recording of the charge in the bill office, and an automatic early call system. Te introduction of the early call system is a particular benefit for it means that every guest can get their wake-up call at exactly the right time, something that is not possible with the traditional system where the receptionist may have to make 50 calls at 8 am.
As the switchboard is staffed 24 hours a day, it is also the location of the fire alarms and fire checking equipment. Guest messages may be taken in the telephone room by operators, but oſten this task is carried out by the porters or reception.
To summarise, the main responsibilities of this department is: • answers and distributes calls to the appropriate extensions • places wake-up calls (if an automated system is not used) • protects guest privacy.
c) Advance reservations Most bookings will be taken by the Advance Reservations department; this is normally located near the reception desk, but is not in view of guests. Tis department is usually staffed from 8 am until 6 pm as most reservation requests are received during working hours, with peaks around 10 am and 3 pm for telephone bookings.
Reservation office staff must have a clear speaking voice, but their appearance and dress do not matter so much, for they do not come into direct contact with guests. Many hotels use the Advance Reservations department as a training ground for people wishing to work in reception.
To summarise, the main responsibilities of this department is: • receive and process reservation requests for future overnight accommodation
• with developments in technology, this department can, in real time, access the number and types of rooms available, various room rates and furnishings, along with the various facilities existing in the hotel.
d) Reception Twenty-four hour coverage will be provided by the reception desk, but in large hotels the duties are specialised. Checking in guests and allocating rooms is their main responsibility. Additionally, they will answer queries from guests, and take reservation requests over the counter. Much of the work involves acting as an information clerk, either answering guests’ questions directly, or referring them to the appropriate department of the hotel.
10 FutureManagers
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