Reception An extract from the Hotel Reception N6 syllabus:
Tis module must be studied as one unit because the student must be able to explain the procedures following a request for accommodation until the departure of the guest. Tis must be done by indicating how he/she would deal with the request and by processing the reservation from arrival to the final departure of the guest(s) by identifying and completing (in the correct sequence) the necessary records.
Tis module should be presented and/or tested in the form of CASE STUDIES, as this module almost totally refers to practical application of the duties in the front office of all types of accommodation establishments. Troughout this module, the theory will be applied by using practical examples and case studies.
A practical component, where students are exposed to a computer reservation system (for example Opera, Semper, Fidelio, Landmark, Guest House Manager, etc.) should definitely be considered aſter finishing this module. Te reservation forms explained during this module will only be used in establishments where a manual reservation system is in place. If establishments make use of Opera (etc.) all these documents will be done on the computer and accessed daily. Refer to the ‘Did you Know’ section for more information.
1. Area layout
Te design, colours used and decor of the reception area will depend entirely on the tastes and policies of each individual hotel or group of hotels. Te first impression the guest will have on arrival will be the front desk, so obviously the counter and receptionists must be pleasing to the eye. However, the reception office is very much a functional working area and should be well planned with work centres focused around the major equipment used, and located so that communication and liaison with the other sections is easy, simple and efficient.
1.1 Illustrate with the aid of a diagram the simple layout of the reception area
In the illustrations on the next page, one can see a division between the front desk, back office and manager’s office in a large hotel. Guests walk through the foyer and first see the front desk. Depending on the hotel, the reception staff and cashier will be visible. Tey will be responsible for checking guests in, room availability, registration, information, guest accounts, etc. Tis area is also referred to as the front office.
Te back office section of the hotel contains the advance reservations department, the accounts department, as well as the switchboard. Tis department is not seen by guests. In some hotels, the reservations department is divided into staff dealing with group reservations and staff dealing with individual bookings.
Te owner, general manager and other managers (for example Sales Manager, Banqueting Manager, etc.) will also have offices in the hotel that is usually not located in the front office section of the hotel.
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