Contents
Module 3 – Reception 1. Area layout .................................................................................................................................................................................................37 1.1 Illustrate with the aid of a diagram the simple layout of the reception area ................................37 1.2 Te items that should be checked by the staff reporting for duty in order to keep the reception area immaculate at all times .....................................................................................................................39 1.3 Te basic rules of behaviour that management expect their reception staff to follow .........39
2. Brochures and tariff structures ...................................................................................................................................................41 2.1 Define the use of brochures ..............................................................................................................................................41 2.2 Define tariff ...................................................................................................................................................................................41 2.3 Compare the brochures of different categories of accommodation establishments in SA with specific reference to what sector of the market it is aimed at and the tariff .............42
3. Hotel reception terms ........................................................................................................................................................................43 3.1 Define, interpret and apply hotel reception terms ...........................................................................................43
4. Basic reception duties during the various shiſts ............................................................................................................51 4.1 Te basic reception duties that have to be carried out .................................................................................52
5. Reservations ..............................................................................................................................................................................................54 5.1 Methods of booking a reservation ...............................................................................................................................54 5.1.1 Te methods by which a reservation may be communicated ................................................54
5.2 Recording the reservation ..................................................................................................................................................55 5.2.1 Te details and information required to process a booking/reservation ......................55 5.2.2 Te benefits of the reservation form .........................................................................................................55 5.2.3 Te purpose of the advance reservation chart, density chart and the hotel diary ..................................................................................................................................................................................56
5.2.4 Completing the reservation form, advance reservation chart, density chart, stop-go chart and the hotel diary ................................................................................................................56
5.3 Other methods of recording reservations ..............................................................................................................63 5.3.1 Te operation and purpose of the charts used in the rack system (Whitney) ...........64 5.3.2 Te operation of the Central Reservation System (also see point 5.1.1) .......................64
5.4 Confirming reservations .....................................................................................................................................................65 5.4.1 Te various methods and terms used when confirming reservations .............................65 5.4.2 A reply to confirm a guest’s reservation .................................................................................................66 5.4.3 Te standard confirmation form showing reservation details ..............................................67 5.4.4 Te extra information (small print) usually printed on the confirmation slip .........68 5.5 Status of reservations .............................................................................................................................................................68
6. Check-in/out of guests ......................................................................................................................................................................75 6.1 Registration ...................................................................................................................................................................................75 6.1.1 Te traditional methods of registration of guests.......................................................75 6.1.2 Te advantages and disadvantages of the different methods of registration ..............75 6.1.3 Te information needed when an alien registers and the alien form...............................76 6.1.4 Te procedure that must be followed when receiving guests .................................................77 6.1.5 Te characteristics of identity booklets/key cards issued on arrival .................................78 6.1.6 Completing the registration card ................................................................................................................78
6.2 Room status ..................................................................................................................................................................................79 6.2.1 Te need for a room status system .............................................................................................................79 6.2.2 Te operation of the room status systems ............................................................................................80 6.2.3 Apply the concepts studied in this theme (6.2.) to job situations in the hospitality industry by means of case studies ....................................................................................83
6.3 Notifications and records ...................................................................................................................................................83 6.3.1 Te lists that are prepared and kept by reception to ensure smooth operations .....83 6.3.2 Te staff to whom these lists should be distributed .......................................................................83 6.3.3 Te use and purpose of notification lists ...............................................................................................83 6.3.4 Completing the lists from given information ....................................................................................83
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