Module 3
No trace reservations Even in the most efficient office there will be an occasion when a guest arrives to check in and there is no trace of the reservation. Tis can occur for a variety of reasons but the remedy is nearly always the same – the guest must be asked for details of the booking.
• Tis must be done as discreetly as possible and then all records must be checked.
• Te reservation may have been listed under the company name, or the name of the person who made the booking.
• It is also possible that the guest made two bookings at once, and one of them may have been overlooked, or has not been cross referenced.
• Aſter the correspondence has been checked and an exhaustive search made, normal arrival procedures should be adopted.
• Remember, if the client is unknown to you the booking should be treated as if it were chance booking – an excellent opportunity to demonstrate social skills.
6.1.5 The characteristics of identity booklets/key cards issued on arrival
Some hotels issue guests with identity booklets/key cards on arrival. Tese booklets contain information on the facilities available in the hotel and are presented to guests in attractively designed folders. Te booklets are also designed to advertise and highlight features of the hotel. Te name of the guest and room number is printed inside. If the guest is settling the bill by credit card they can avail themselves of the express check-out service. Specially coloured booklets are used for VIP guests or regular users of the hotel and carry added privileges such as preregistration, express check-in, special rates, welcome cocktails, daily newspapers and other complimentary features.
A red key card, for example, would identify a chance guest, who would then be asked to pay cash for all house purchases. A key card fulfills three separate functions: • It can be used as a security check when guests collect their keys. • It advertises facilities both in and out of the hotel.
• It satisfies the obligation to inform guests of their room rate when they register. 6.1.6 Completing the registration card
REGISTRATION CARD NAME(S)
NUMBER IN PARTY ARRIVAL DATE
DEPARTURE DATE ADDRESS
TELEPHONE COUNTRY SA
ROOM TYPE DBL
RECEPTIONIST Name of student
ADAMS/MMR&MRS 2
20JUN2013 23JUN2013 40 6TH
BELLVILLE 7530
021-949 5493 NATIONALITY SA
RATE
R2 000 PER NIGHT ROOM ONLY DATE
20 JUN 2013 GUEST SIGNATURE: M Adams 78 FutureManagers
CAR REGISTRATION NUMBER CY3935856
DEPOSIT Y/N DATE PAID 10 JUN 2013
AMOUNT PAID R1 000
AVENUE
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