Page 11 - STARTER KIT CREDIT & COLLECTION CLERK 2017v

STARTER KIT | Credit & Collection Clerk

Departmental Overview
 Overview of the Rooms Division: Department & Section FOM 1pm- 5pm Back Office
 Coordination with other departments
 Employee Recognition Programs-Guidelines & Procedures

Day Three

Familiarization of Hotel Facilities, Function Rooms and their Location
 Deluxe Room
 One-Bedroom
 Two-Bedroom FOM/HRD 8am-12nn
 Function Rooms, Outlets and Offices
 Luggage Storage
 Parking Area

Familiarization of Hotel Vehicles, Facilities, Materials and Equipment
 Hotel Van
 Concierge Work Station (Computers, Printers) FOM 1pm-5pm
 PABX System
 Key Card Machine
 CCTV

Day Four & Five

Admin Tasks, Processes & Procedures
Familiarization of Forms & Documents
a. Evaluation Form
b. Timekeeping Form (Leave and Overtime)
c. Bell Service-Claim Check
d. Shuttle Request Form FOM 8am-5pm Back Office
e. Tour/Transportation Reservation Request Form
f. Occupancy and Banquet Forecast Report
g. Front Desk Forms and Reports
h. End Shift Reports
i. Cashier’s Report

Day Six

Overview and Familiarization of Front Office Department
 Help Desk Procedures
a. Answering the Telephone Calls
b. Handling Guest Requests
c. Handling Emergency Situations
 Front Office Procedures FOM/FOS 8am-12nn Back Office
a. Greeting Guests
b. Manning Reception Area
c. Room Salesmanship
d. Check-in and Check-out Procedures
e. Issuance and Control of Guest Key cards for Hotel Staff
f. Overview of the Hotelogix

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