Recepcion y reservas

TASK 1: RECEPCION Y RESERVAS:

YANIRA HERNÁNDEZ ROSADO CARLOS SÁNCHEZ-MONTES GÓMEZ DAVID GUTIÉRREZ GUARDIA OLGA USTIMOVA USTIMOVA

TASK 1: RECEPCION Y RESERVAS Our Hotel's name is going to be Sweet Holidays Resort, The hotel is going to be placed in the Granada's coast, exactly in the town La Herradura.

It's going to be a 4 Stars hotel with 300 rooms and like board it's going to be an all inclusive for all our clients.

In the type of rooms we are going to divide it in: 2 Suites 20 Junior Suites 200 Double Room (10 are going to be thematic with a specific decoration for the kids) 60 Triple Room (10 are going to be thematic also) 18 Individual Rooms.

Our targeted market are families which look relax in a resort, without worries, with all inclusive and looking for beach and fun, their economy are going to be medium, they look to have all the services and don’t spend too much money outside the hotel.

We are going to work with big travel agencies: -We are going to establish a big contract with Thomas Cook UK which are going to provide at least 120 rooms always, that's a fidelity contract.

-Other 80 rooms we are going to work with Spanish travel agencies like: “Viajes el Corte Ingles” “Halcon Viajes” “Barcelo Viajes”.

-The other rooms will come by direct booking by our website or calling by telephone to the hotel, also we are going to work with other agencies like Booking, Tripadvisor, Expedia etc...

The services that we are going to give in our hotel are: -Wake up calls -One main pool and Splash pool for the kids.

-One restaurant which will open in the breakfast, lunch and dinner with buffet.

- Also we are going to have two different snack bars, one during the day and other during the night.

-These are going to have food all the day and drinking machines which are going to be open all the day.

-The snack bar of the day will open at 10.30 am after the service of breakfast in the restaurant until the 19,00 in the night.

-The snack bar of the night will open at 19,00 until 24,00, inside there will be animation all the nights with live show, flamenco night, kids night and the days that there wont be shows from professional outside of the hotel, the animation will be which manage that nights.

- We will have parking for our clients with space for 60 cars and 5 buses of the agencies, which are the transfers from the airport of Málaga which is the airport which provide the most of clients.

- We will have tennis courts and another football&basketball court.

- We are going to offer a free shuttle bus service for our clients which take them and turn back to the cities of Malaga two times a week and three times to Granada. This service will be booked one day before in reception and we will give them a ticket. This service will be included with a free optional service of picnic to our clients.

-We will have a list of trips and sport activities that will be sold from reception.

- In the case of the safe they will give from reception with a price of 20 euros for week with 10 euros deposit.

- We will rent towel for the pools with a price of 15 euros price and 10 euros deposit: 25 euros.

-In the case of the sunbeds in the pool, they can be rented for days in a price of 10 euros.

MATERIALS AND FURNITURE

DOCUMENTS

Printer Pens Computers Scaner Stapler Pencils Zeal Paper A4 Card Reader City Maps Brochures with touristic information Telephones Room Keys Machine to create magnetic keys Sheets Pillow Towels Cash Desk Locker of rooms Wardrobes Boxes to store Amenities Keys of the safe Rubbish Rubber Pencil Sharpener Clamp Telephonic Guide Clips First aid kit Credit Card Skimmer

Check-In Check-Out Prevision of occupancy Prevision of kitchen Timetable and list for the buses Alphabetical Order of the clients Free Rooms Dirty Rooms Order by rooms of the clients Blocked Rooms Cash audit Check of true notes Complaint Books Cardex Report for maintenance Report housekeeper RACK of rooms News reception book Folders

OUR LOGO IS GOING TO BE:

CALCULATE THE STAFF: In reception, we are going to have six shifts by day: 2 in the morning 2 in the afternoon 1 on night 1 split shift 6 shifts x 365 days at year: 2190 shifts at year / 230 days that work each receptionist: 9,52 receptionists → So we are going to put 10 receptionist in our hotel, also we have to add the manager of reception and the second manager of it that makes 12 receptionists in total.

We have put two managers of reception so there’s always a person which is in charge of responsibility the most of time in reception. With the night receptionist there’s going to be one person which is going to be a security guard which helps the receptionists on nights.

We are not going to have concierge in our hotel because we think that the receptionists can do they work, like that we can save money.

In the case of booking staff we are going to have: 2 in the morning 2 shifts x 365 days at year: 730 shifts / 230 days that they work: 3’1 → Then we are going to have 4 people on the booking staff if we add the manager of bookings.

DEPARTMENT RECEPTION MONDAY

WORK SHIFTS TUESDAY

WEDNESDAY

THURSDAY

WEEK 11/12 – 17/12 FRIDAY

SATURDAY

SUNDAY

RECEPTIONIST 1

F

F

S/S

S/S

S/S

S/S

S/S

RECEPTIONIST 2

F

F

M

M

M

M

M

RECEPTIONIST 3

M

F

F

M

M

M

M

RECEPTIONIST 4

S/S

S/S

F

F

M

M

M

RECEPTIONIST 5

M

M

F

F

A

A

A

RECEPTIONIST 6

A

A

A

F

F

N

N

RECEPTIONIST 7

A

A

A

A

F

F

A

RECEPTIONIST 8

N

N

N

N

N

F

F

RECEPTIONIST 9

F

M

M

A

A

A

F

RECEPTIONIST 10

H

H

H

H

H

H

H

H F M A N S/S

HOLIDAYS FREEDAY MORNING AFTERNOON NIGHT SPLIT SHIFT

During the day: HEAD OF RECEPTION: He organizes the timetables and give the functions to the rest of receptionists and also he manages the cash of the reception. The timetable of him will be from 7 a.m. to 15 of the afternoon from Monday to Friday and he will have the weekends free unless there’s lot of work that he would need it to change him timetable.

2 HEAD OF RECEPTION : Is the responsible of manage the reception in case of don’t be there the manager of reception. His timetable is going to be from 13.00 to 21.00 in the night, like that he can have a reunion with the manager of reception to have the last news, he will have Monday to Tuesday free so he will work from Wednesday to Sunday, like that we’ve got a responsible of reception in the weekends.

Receptionists: They are going to do the check-ins to the clients, give information, check outs and whatever the reception and the hotel needs.

In the night: Receptionist: He will be the only receptionist and his functions are administrative and send the information about the clients to the police and print all the lists for the next day.

Security: Like we’ve got a hotel with all inclusive we maybe can have problems with the behaviour of our clients, this is the reason that we are going to add a person which is in charge of control the hotel on nights.

BOOKING DEPARTMENT MONDAY

WORK SHIFTS TUESDAY

WEDNESDAY

THURSDAY

WEEK 11/12 – 17/12 FRIDAY

SATURDAY

SUNDAY

HEAD OF BOOKING

M

M

M

M

M

F

F

1

F

F

M

M

M

M

M

2

M

F

F

A

A

M

M

3

A

A

A

F

F

A

A

H F M A

HOLIDAYS FREEDAY MORNING AFTERNOON

Head of Booking: He will be in charge of manage all the bookings of the hotel (News, cancellations, change of information, etc…) and all the important things that may happen.

Staff of Booking: They will be in charge of manage all the bookings of the hotel (News, cancellations, change of information, etc…)

STAFF HANDBOOK: We are going to show three process for the receptionists: CHECK-IN: 1. Welcome the client (Saying good morning, how has gone the travel, etc.)

2. Ask for the voucher 3. With the voucher we check the check-in list of that day to revise if all the information is correct.

4. We match on the check in list the client arrival.

5. We ask for the ID documents or passports and at the same time we give them the CARDEX or paper for the police, where they are going to complete the next data: - Name, surname.

- Date of birth -Nationality - Where do they live.

- Type of document and the date of expiracy(creation of the document) - Day of check-in and check-out - Email -Telephone -Sign 6. During they complete this document we are going to use the id card readers we are going to scan it for introduce in the computer system.

7. We will take the documents completed by the client, we will put the room number and we put it together.

8. We will put them the bands of all inclusive (Red for the kids and green for the adults) 9. When we finish with all this, we will give them all the information from the hotel, timetable of the restaurant, buses, rent of towels and where is him room and the Wi-Fi code.

10. We will ask them if they need anything more and will make them pay if they’ve got something that they don’t have paid.

11.We will wish them a good stage and we will give them the keys of the room.

CHECK-OUT: 1.The receptionist will check if he has any wake up call and if it is, we will call them from reception.

2. We will look for know more or less the check out time.

3. When the client will arrive, we will say hello and greet him.

4. We will ask them if he has got any deposit.

5. The clients will give they keys.

6. We will ask them for their stage and if they need something more (call a taxi,etc…)

7. At the end we will ask him if he wants to recommend us on Tripadvisor, Booking, etc.

OVERBOOKING: - The manager of reception manages the assignment of number of rooms the day before, when someday he finds the situation that there’s more booking that rooms, he has to find in the check-in list of that day the clients that are going to be moved to another hotel, these will be surely from travel agencies or bookings with less importance inside the occupancy of the hotel like Booking, Expedia, etc.

- When he chooses the clients, we will look the hotel with the characteristics more similar to our hotel and more near to move them to another room in that hotel.

-When the clients arrive, the process of the check-in is the same where we will explain them all the services of the hotel that they can enjoy but when we give them the key we explain them that their room is going to be in another hotel and we will pay them the transfer and we will give them back the difference if there would be with the price that they paid.

- We will apologize about the situation, we will put them the band and we will afford them that they can use all the services of the hotel.

We are going to show two process for the back office: Create a booking (Direct): 1. The client will call or send an email to the hotel.

2. We will look the prevision of occupancy and we will confirm that we’ve got rooms left, in the case that we’ve got we will ask them for the next information for complete the booking: - Name, Surname - Telephone, Email (For confirm the booking) - Type of room (We will show them the prices so they can choose) - Data of credit card in the case of cancellation depending of the date we will make them pay all the stage but always depending of the date.

- Write any characteristic of the booking if it exists like: Time of check-in, Number of People, Any problem with the food or the health, Characteristics of the room.

3. If the client is agree we will send him an email of confirmation of the booking.

Create a booking (Travel agency): 1. The travel agency will send the room list will all the characteristics of the booking.

2. We will delete this room from the number of rooms promised for this agency. (quota of rooms) 3. At the end we will write all this data on the system to create a new booking.

We are going to show two process for the concierge (We don’t have it but if in the case will we need it): Take the bags to the room: The client will ask for help to take him bags to the room.

When the client would have any disabled or any special need we should need it before to give a better service to them, Sell trips and create magnetic cards: When the reception is too busy for lot of check-ins or other problems, we will send the clients to a place where there’s no people, where a receptionist will help them and will solve all the problems that he should need to give a faster and more efficiently to the clients. (Like sell trips or another cases)

EXCHANGE OF INFORMATION (between shifts): MORNING SHIFT

AFTERNOON SHIFT

NIGHT SHIFT

Cash audit

Cash audit

Cash audit

News

News

News

Late check outs

Pending arrivals

Incidents

Pending arrivals

Incidents

No show room

Guest with special request

Information department

Pending task

Pending task

Rooms without voucher or credit card number

Incidents

Early check outs

Guest with special request

Information department

about

about

others Rooms with check out during the night

others Rooms with check out during Tips the afternoon

Tips

Tip

Parking list

Parking list

Overbooking possibility

Overbooking possibility

Bookings

Bookings

Parking list

The process to interchange information is going to be the next, the recepcionist of next shift will arrive ten minutes before of the entry to work to receive a efficiently and better information of the last shift for example if there’s going to be a check-in later, some change of the timetable of any service, ask about actual lists if there’s been any change in the system.

In conclusion he should ask about: -Check-In, Check out, what ever that has something with the clients and the billing of their rooms.

-Change in any service like if is something broken if some time has changed.

- Ask about cash audit and if there’s something about the billing of the hotel.

- Problems with any client ( Behaviours, Illness) -If it’s neccesary to print something or fold any papers any vouchers, boarding passes of any client for their plane etc…

-

INFORMATION SOURCES An information source is a person, thing, or place from which information comes, arises, or is obtained. That source might then inform a person about something or provide knowledge about it.

INTERNAL THE ONES AMONG THE DIFFERENT SECTIONS OF THE RECEPTION DEPARTMENT

EXTERNAL OTHERS DEPARTMENTS AND DIFFERENT ENTERPRISES OR PUBLIC INSTITUTIONS OUTSIDES THE HOTEL

FRONT OFFICE

DIRECTION DEPARTMENT

RESERVATIONS

COMMERCIAL DEPARTMENT

BILLING

HOUSEKEEPING MAINTENANCE DEPARTMENT ROOM SERVICE RESTAURANT PUBLIC RELATIONS DEPARTMENT POLICE TRAVEL AGENCY OTHERS