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Elements and Performance Criteria
Elements describe the essential outcomes.
Performance criteria describe the performance needed to demonstrate achievement of the element.
1. Prepare for guest arrival.
1.1.Prepare and check reception area and equipment.
1.2.Check and review daily arrival details.
1.3.Allocate rooms according to guest requirements and organisational policy.
1.4.Follow-up and confirm uncertain arrivals or reservations.
1.5.Compile and distribute accurate arrivals information to relevant colleagues, including special situations or requests.
2. Welcome and register guests.
2.1.Welcome guests courteously, confirm reservation details and seek opportunities to upsell when appropriate.
2.2.Complete registration procedures according to organisational security requirements.
2.3.Follow accounting procedures.
2.4.Provide arrival information as required to guests.
2.5.Follow organisational procedures where rooms are not immediately available or overbooking has occurred, in order to minimise guest inconvenience.
2.6.Monitor activity against expected arrivals and report deviations.
3. Organise guest departure.
3.1.Review and check accuracy of departure lists.
3.2.Seek information on departing guests from other departments in a timely manner to facilitate preparation of account.
3.3.Generate guest accounts and check for accuracy.
3.4.Explain account clearly and courteously and process payments.
3.5.Recover and process keys or electronic cards.
3.6.Action or refer guest requests for departure assistance.
3.7.Process express checkouts according to organisational procedures as required.
3.8.Follow procedures for group checkout.
4. Prepare front office records and reports.
4.1.Prepare and update front office records within designated timelines.
4.2.Follow organisational policy in regard to room changes, no-shows, extensions and early departures.
4.3.Distribute reports and records to the appropriate departments within designated timelines.
4.4.Reduce waste by minimising use of printed materials.