DLANGUAGE STUDIO NO 30 1 st FLOOR PERSIARAN B RAYA LANGKAWI MALL 07000 KEDAH D.A KERTAS PENERANGAN KOD DAN NAMA PROGRAM / PROGRAM CODE AND NAME TAHAP / LEVEL NO DAN TAJUK MODUL/ MODULE NO AND TITLE L-160-2 FRONT OFFICE ASSISTANT L2 M 03 MANAGING GUEST ROOMS NO DAN PERNYATAAN TUGASAN / TASK(S) NO AND STATEMENT 01.11 assign room prior to guest arrival 01.14 monitor out of order rooms report 01.16 determine room availability 01.17 up sell guest rooms 07.01 allocate rooms for the security OBJEKTIF MODUL / MODULE OBJECTIVE TRAINEES WILL BE ABLE TO USE LOGBOOK, ROOM STATUS REPORT AND SOP TO CHECK ROOM STATUS SO THAT ROOM CAN BE ASSIGNED TO GUEST BEFORE ARRIVAL, OUT OF ORDER ROOMS ARE REPORTED, ROOM AVAILABITY IS VERIFIED, ROOMS ARE UPSOLD AND ROOMS FOR SECURIRTY ARE ALLOCATED NO KOD / CODE NO L-160-2/M03/P(1/1) Muka : 1 Drp : 7 TITLE : MANAGING GUEST ROOMS PURPOSE : This module introduces trainees on how to use logbook and room status report to assign room prior guest arrival, how to report out of order rooms, how to allocate security rooms and how to up sell rooms
NO KOD / CODE NO L-160-2/M03/P(1/1) Muka: 2 Drp: 6 INFORMATION : (03) MANAGING GUEST ROOMS PENERANGAN: Kertas Penerangan ini menerangkan bagaimana hendak menguruskan bilik hotel dengan baik mengikut keutamaan kepada pelanggan merujuk kepada masa ketibaan mereka 1.0 LAPORAN KAUNTER HADAPAN Setiap hari,minggu dan bulan,segala maklumat mengenai sistem kaunter hadapan perlu diedarkan kepada bahagian yang berkenaan antaranya :. Laporan status bilik Senarai ketibaan House Count Forecasts Housekeeping Semua bahagian Semua bahagian Ketua bahagian 1.1 STATUS BILIK / LAPORAN KETIBAAN Laporan ini memberi informasi berkenaan: Ketibaan dan Keluar Permintaan istimewa Laporan ini memerlukan petugas kaunter hadapan mengumpul senarai ketibaan VIP dan periksa laporan bilik yang masih ada.
NO KOD / CODE NO L-160-2/M03/P(1/1) Muka: 3 Drp: 6 Adalah penting untuk berhubung dengan semua bahagian bagi menjamin imej hotel terpelihara dan mengikut standard yang telah ditetapkan. 2.0 SENARAI SEMAK KETIBAAN TETAMU Langkah seterusnya dalam proses tempahan adalah memeriksa sekiranya masih ada bilik pada tarikh yang dikehendaki. Ini kerana bagi mengelak dari bilik bertindih dengan tempahan yang lain. 3.0 PEMILIHAN BILIK UNTUK PELANGGAN Semasa menentukan jenis bilik, petugas perlu pastikan permintaan pelanggan telah siap sedia sebelum ketibaan pelanggan. Petugas perlu tahu : a. Status bilik hotel b. Bilik yang diberi c. Keperluan dan permintaan istimewa.
NO KOD / CODE NO L-160-2/M03/P(1/1) Muka: 4 Drp: 6 4.0 LAPORAN BILIK YANG TIDAK BOLEH DIGUNAKAN Bilik yang tidak boleh digunakan diasingkan terlebih dahulu Selalunya bilik-bilik ini adalah bilik yang masih dalam penyelenggaraan 5.0 PEMERIKSAAN BILIK YANG TIDAK BOLEH DIGUNAKAN Laporan ini adalah berkenaan bilik yang telah di sekat kerana tidak boleh digunakan. Penolong pengurus perlu mengambil tahu dan mengambil tindakan susulan. ROOM AVAILABILITY The room availability can be check by the room status. If there a vacant means that there are availability rooms for the guest. The room status that usually the hotel uses are: Status code Meaning Vacant / ready Available for sale. A V/R room status is the of status a room can be sold in. Vacant / Clean Cleaned room, not yet inspected. All sleep room are cleaned by a housekeeper and the inspected by a supervisor or manager to ensure is ready for sale. These inspectors then change code from V/C to V/R. Vacant/ A V/M room has been taken out of inventory some reason. Maintenance This is the code assigned to out order rooms. Vacant/ Dirty Guest checked out, not serviced by housekeeping yet. V/D codes take up top priority in housekeeping as they must be readied for resale. Occupied/ Dirty Guest currently occupies the room, the night passed, but room has not yet been serviced housekeeping. Occupied / Clean Guest currently occupies the room, and room been serviced by housekeeping. Typically, there no inspection for room cleaned during the length of an individual guest s stay. The expectation is all rooms are cleaned well, but an occupied room generally easier to clean than one from which guest has checked out. UP SELLING Usually for the walk in guest to up selling rooms, first we suggest the high rate room for the guest before we suggest the lower rate room. If the guest didn t want the room then we suggest the standard room or the lower rate room. But must make sure based on what the guest s need and wants. ASSIGN ROOM TO THE GUEST GUEST HISTORY Guest history enable the reservation to know which guest is a regular client and therefore deserves a closer attention because of his patronage. Often these cards list the guest s personal like and dislikes so as to cater to them and make his stay a memorable one.
NO KOD / CODE NO L-160-2/M03/P(1/1) Muka: 5 Drp: 6 TYPES OF ROOM Single = Room with one normal sized single bed Double = A room occupied by 2 adults or a bed suitable for 2 people Studio = A room with a studio bed-a couch which can be converted into a bed. May also have an additional bed Twin = A room with two twin beds. May be occupied by one or more people Triplet = A room assigned to three people. May have two or more beds Quad = A room assigned to four people. May have two or more beds Queen = A room with queen size bed. May be occupied by one or more people King = A room with a king size bed. May be occupied by one or more people Mini-suite or Junior suite = A single room with a bed and a sitting are. Sometimes the sleeping are is in a bedroom separate from the parlor or living room Connecting rooms = Rooms with individual entrance doors from the outside and a connecting door between. Guest can move between rooms without through the hallway Adjoining rooms = Rooms with a common wall but no connecting door. LOCATION OF ROOMS The location of the rooms is means where the room are located. The rooms can be located near to a. Access such as near to elevator or stairs. The location of the room also based on what view the room are facing whether it facing the sea, hill, building, river, mountain or many more. Some guest loves to have room which located far from other room because they want the privacy. ROOM STATUS CYCLE Vacant/ Ready (V/R) Occupied / Clean (O/C) Occupied / Dirty (O/D) Vacant / Dirty (V/D) Vacant / Clean (V/C) SOALAN:
NO KOD / CODE NO L-160-2/M03/P(1/1) Muka: 6 Drp: 6 1. Apakah perkara-perkara yang perlu dititikberatkan semasa mengendalikan bilik kepada tetamu kehormat (VIP) 1) 2) 3) 4) 2. Mengapa kakitangan kaunter hadapan perlu memeriksa status bilik terlebih dahulu sebelum menerima tempahan?... RUJUKAN: 1. www.tourismmalaysia.gov.my, Tourism Malaysia, 20 April 2009 2. http://www.hotelmanagement.com March 9, 2009