Page 12 - STARTER KIT CREDIT & COLLECTION CLERK 2017v

STARTER KIT | Credit & Collection Clerk

g. Room Blocking
h. Information about the local area
i. Cashiering
j. Arranging guest transfers and shuttle services
k. Preparation for Guest Check-out and Checking-out procedures
 Bell Service and Concierge
a. Luggage Assistance
b. Transportation Requests
c. Valet Parking
d. Rooming-in

Front Office Processes, Procedures and Policies:
 Guest Arrival
a. Greeting the Guests
b. Valet Parking
c. Guest Reception
d. Guest Registration (Check-in)
e. Luggage Assistance (Luggage-up & Luggage Storage)
f. Rooming-in
 In-House Guests
a. Handling Transportation Requests
b. Availability of Collaterals (Maps, flyers, brochures) FOM/FOS 1pm-5pm Back Office
c. Knowledge on City events, activities, tourist spots,
restaurants etc.
d. Tour Arrangements
e. Concierge Services
f. Guest Errands
 Guest Departure
a. Check-out procedures
b. Luggage down
c. Sending off
d. Night audit procedures

Day Seven

Overview and Coordination Sales and Reservations Reservation
 Group Handling Policy and Coordination Meetings Manager
 Group Action Memo 8am-12nn Sales Office
 Creating all types of Reservations Sales/Resa
 Guest Profiles Associate
 Hotelogix

Safety and Security Procedures
 Hotel Security
 Implementation of Hotel Security Program Security 1pm-5pm Training
a. Protection of guest in hotel room from theft/robbery and Officer Room
security of room keys
b. Protection and custody of guests’ property
c. Control of non-public areas

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