Front Desk – On-Going Training Schedule
Trainee Name_______________
Begin Date___________
On-Going Training Tasks (3-6 Weeks after hire)
Completion
Date
Use Washers and Dryers
TASK 1
Perform a Night Audit
TASK 2
Process Late charges
TASK 3
Operate the Pay-Movie System
TASK 4
Issue and Control Keys
TASK 5
Use Effective Sales Techniques
TASK 6
Pre-Register and Check In Group Arrivals
TASK 7
Show Rooms to Potential Guests
TASK 8
Relocate Guests In Sold-Out Situations
TASK 9
Process Safe Deposit Box Transactions for
Guests
TASK 10
Handle Guest Service Problems
TASK 11
Process Room Changes
TASK 12
Generating Leads
TASK 13
Post Guest Change Payments
TASK 14
Adjust Dispute Guest Charges
TASK 15
Transfer Allow Guest Charges
TASK 16
Inventory & Requisition Front Desk Supplies
TASK 17
Employee
Initials
Supervisor
Initials
Task 1
Use Washers and Dryers
STEPS
To complete all steps, you
will need laundry scales, a
laundry production log,
washers, nylon mesh bags,
laundry chemicals, and
laundry carts.
1. Prepare loads of
HOW-TO’S

Follow the laundry production log
to determine the order in which to
wash loads.

Do not put too many or too few
items in a load.

Wash heavily soiled linens first so
that stains will not set and ruin the
items.

Schedule loads to meet the
production demands of other
departments.

Wash new colored linens separately
the first few times to avoid staining
other fabrics.

Wash dark-colored fabrics at lower
temperatures to prevent fading.

Do not wash colors with chlorine
bleach. Use only approved
chemicals in washers.

Place delicate items, items with
decorative buttons, and items with
strings in nylon mesh bags to
prevent damage or tangling.

Fill washers from front to back and
from side to side.

Leave a three- to four-inch gap at
the top of the washer.

Only put one load in each washer;
never overload or under-load the
washers.
laundry.
2.
3.
Be aware of special
considerations.
Load washers.
Task Skills
TIPS:
A laundry production log is used to
track productivity. You may need to
record in the log the loads you wash.
Overloaded washers will not get
linens clean. Partially full washers
waste water and chemicals.
Uniforms will often have more than
one color of fabric within a single
garment and will require a cold-water
wash to prevent fading of darker
colors onto lighter colors.
Filling washers this way will allow
room for the laundry to fall into the
wash solution.
Task 1
Use Washers and Dryers (cont’d)
STEPS
4.
Calculate wash
formulas.
HOW-TO’S

Follow your supervisor’s
instructions or the instructions on
the tag in each type of garment.

Find out the following:


5.
Unload washers.
Time – How much time will be
needed to wash the laundry you
have loaded?
Temperature – What
temperature should the water
be in order to get the items
clean?

Agitation – How much
agitation is needed to loosen the
soil in these fabrics?

Chemicals – What detergents
will do the best job on the
particular soil and fabric types?

At your property
Use the following settings for each
type of load:

Remove wet laundry promptly from
washers to prevent wrinkles.

Don’t wrestle with heavy laundry.
Remove a few pieces at a time from
the top of the load.

Shake out the linens as you remove
them to avoid twisted and wrinkled
fabrics.
Task Skills
TIPS:
Commercial washing machines may
hae many choices of wash cycles and a
range of detergents, soaps, and fabric
conditioners. You will be shown how
to work the equipment at your
property.
At some lodging properties, the
detergent will be automatically added
by the machine.
Heavily soiled items require more
chemicals and a longer wash time.
Moderately or lightly soiled linens will
be washed with fewer chemicals and
in fewer cycles.
If laundry is very wet at the end of the
cycle, more extraction time may be
needed. Otherwise, extra drying time
may be needed, which is more costly
than extraction.
Task 1
Use Washers and Dryers (cont’d)
STEPS
6.
Clean lint from dryer
filters at least twice a
day to prevent fires.
7.
Load dryers.
8.
9.
10.
Set time,
temperature, and
cool-down time.
Dry items.
Remove items from
dryers.
HOW-TO’S
TIPS:
Clogged filters are a fire hazard and
decrease the efficiency of the
equipment.

Follow your supervisor’s or the
equipment manufacturer’s loading
instructions .

Load dryers by weight or piece
count.

Know the drying times and
temperatures for each fabric. 

Always let pillowcases and sheets
run through a cool-down cycle of
three to five minutes to reduce
wrinkles and save the permanent
press features of the fabric.

Run table linens through a three-to
five-minute cool-down cycle in the
dryer before folding.

Dry uniforms with polyester fibers
on medium heat to prevent damage
to the fabric.

Dry delicate items, items with
strings, and items with decorative
buttons in nylon mesh bags to
prevent damage and tangling.

Avoid burns from hot dryer
surfaces.

To prevent wrinkling, drape linens
over the edge of laundry carts as
soon as they are removed from the
dryer.

Shake out dry linens and stack them
loosely. If time permits, fold linens
as you remove them from the dryer.

Hang uniforms as you remove them
from the dryer, even if they will be
ironed.

Avoid dropping clean linens on the
floor. If you do drop them, put them
with soiled linens to be re-washed.
Task Skills
Loading dryers correctly prevents
wasted energy. Overloading increases
the drying time and wrinkling.
Underloading wastes energy.
The cool-down cycle will reduce the
chance of burns.
Do not leave linens in the dryers
overnight!
Leaving linens in dryers is a serious
fire hazard.
Task 2
Perform a Night Audit
STEPS
HOW-TO’S
TIPS:
1.
Complete all
outstanding postings.

See Task 34: “Post Guest Charges
and Payments”
One of the main functions of the night
audit is to make sure all transactions
are posted to the appropriate folios
before the day’s end.
2.
Reconcile room status
discrepancies.

See Task 49: “Reconcile Room
Status with the p.m.
Housekeeping Report”
Errors in room status can lead to lost
revenues.
3.
Determine whether the
day’s postings agree
with the supporting
documents.
 At your property
Follow these steps to prepare a report
of the day’s transactions by room
number and type of transaction:
For the Front office accounting system
to be in balance, postings to accounts
must equal the amounts charges in the
property’s revenue outlets.
Follow these steps to compare
supporting documents with the audit
report:
4.
Verify room rates.


5.
6.
Verify no-show
reservations.
Prepare reports.
Compare the rack rate for each
room with the actual rate at which
the room was sold.
If the actual rate is lower than the
rack rate, make sure appropriate
documents (such as a
complimentary room authorization
form) support the rate.

See Task 38: “Process Guaranteed
No-shows”
 At your property
Follow these steps to prepare a daily
operations report:
Follow these steps to prepare a high
balance report:
Task Skills
The daily operations report
summarizes business and provides
details about front office revenues,
receivables, operating statistics and
cash transactions.
Task 2
Perform a Night Audit (cont’d)
STEPS
7.
Clear or back up the
front office accounting
system.
HOW-TO’S

To clear manual systems, move
the closing balance from the night
audit report to the opening
balance of the next report.
 At your property
Follow these steps to print backup
documents and to back up your
computer files.
8.
Distribute reports.
 At your property
Deliver these reports to the people or
department listed next to each report:
Task Skills
TIPS:
In an automated front office, backup
reports must be run so that the front
office can run smoothly in case the
computer system fails.
Task 3
Process Late Charges
STEPS
To complete all steps, you
will need credit card
vouchers, guest ledgers,
and the city ledger.
1. Find out if the guest
HOW-TO’S

settled the account
with a credit card.
If the guest paid with a credit card,
you may be able to complete a
credit card voucher for the late
charges and write “signature on
file” on the signature line.
TIPS:
A late charge is a transaction that
does not reach the front desk until
after the guest has checked out.
 At your property
Credit card companies that honor this
type of voucher are:

Other credit card companies allow
you to add late charges to the
voucher already signed by the
guest.
 At your property
Credit card companies that allow you to
do this are:

Mail a copy of the bill with any late
charges to the guest. This will help
the guest reconcile his/her account.
2.
If the guest settled the
account with another
payment method,
transfer the account
from the guest ledger
to the city (non-guest)
ledger.
 At your property
Follow these steps to transfer an
account:
Unsettled guest accounts become the
responsibility of the accounting
department.
3.
Handle disputed
charges.
 At your property
Follow these steps to handle guests who
contact the property to question a
charge:
Guests may dispute a charge you have
added to their bill.
Follow these steps to handle a charge
inquiry from a credit card company:
Task Skills
If the guest and the property cannot
work out the dispute, the guest will
likely call the credit card company.
The credit card company typically
sends an inquiry to the property. If the
property doesn’t produce back-up
documents to support the charge, the
company will not charge the guest or
pay the property.
Task 4
Operate the Pay Movie System
STEPS
To complete all steps, you
will need a pay movie
computer.
1. Introduce guests to
the in-room pay movie
system.
HOW-TO’S

Explain how to use the pay movie
controls, the TV, & remote control.

Tell guests about the preview
channel for movies if your property
has one.

Explain the pay movie charges.
TIPS:
There are two basic types of in-room
movie systems. One system allows
guests to watch pay movies by turning
to the correct channel.
Some guests (especially those with
small children) may prefer that the
movie selection be limited or turned
off.
The other system requires a guest to
call the front desk and have the movie
turned on.
2.
Turn off the pay movie
option if guests ask
you to do so.
 At your property
Follow these steps to turn off the pay
movie option in a guest's room:
3.
Run movies for guests
if necessary at your
property.
 At your property
Follow these steps to run movies:
4.
Post charges for
movies if necessary.
 At your property
Follow these steps to post charges for
in-room movies:
5.
Perform other duties
regarding the pay
movie system.
 At your property
Front desk employees are responsible
for the following tasks regarding the pay
movie system:
6.
Handle guest disputes
about movie charges.
 At your property
The policy for dealing with guest
disputes about movie charges is:
Task Skills
It is usually not worth arguing with a
guest to get the money for an in-room
movie charge.
Task 5
Issue and Control Keys
STEPS
To complete all steps, you
will need metal keys or key
cards, and a key rack.
1. Give guests the
HOW-TO’S

If guests request more than one key
for each adult in a guest room, give
them the keys. Then tell your
supervisor how many keys they
have.

Give guests with established credit
a key to open the guest room honor
bar if necessary.

Do not give minors any keys to the
honor bar if there is alcohol in it.

If your property has in-room safes
that require keys, give guests a key
to the safe in their room.
number of guestroom
keys they request
during check-in.
TIPS:
Some properties have safe-deposit
boxes and some have in-room safes.
Metal keys, key cards, or electronic
touch-pad systems may be used to
open and lock in-room safes.
Follow these steps to keep track of the
in-room keys:
2.
3.
Give guests
replacement guest
room keys.
Collect keys during
check-out and return
them to the key rack.

Politely ask to see the guest’s
picture identification. Check to
ensure that guests are registered to
the room they requested key for.

If guests are not registered or do not
have ID, excuse yourself and call a
manager.

Only give room keys to registered
guests – not to a guest’s spouse,
child, friend, boss, or anyone else.

Ask guests to turn in their keys
during check-out.

Be sure to retrieve from guests any
keys to n-room safes.

Place the returned keys in the key
rack or other designated correct
location.

If your key system makes a new
guest room key for each new guest,
throw away room keys that are
turned in by guests.
Task Skills
If your property has a key system that
permits new keys to be made and the
room to be easily rekeyed, it may be
the policy to rekey doors when guests
report lost keys.
Our Policy for Rekeying guest rooms:
Task 6
Use Effective Sales Techniques
STEPS
To complete all steps, you
will need the promotional
programs catalog,
promotional materials,
brochures, guestroom
diagrams, and restaurant
and room service menus.
1.
Upsell Guest Rooms
HOW-TO’S
The following are the established room
rates that you will most often quote to
guests:
TIPS:
See “Room Rate Terms” in Job
Knowledge – Front Desk
Employees section.
Dbl/Dbl ___________
2.
Suggest the food and
beverage outlets.
King
___________
Suite
___________
Other:
___________

Suggest higher-rate rooms when
guests check in

Describe features and benefits of
the more expensive rooms.

Show guests room diagrams to help
explain features.

If guests have children, suggest a
larger room to give them extra
space.

Suggest a room with extra
amenities to business travelers, or a
larger room so they can hold
meetings.

If a couple is vacationing, suggest a
room with features that will give
them a more memorable
experience.

Be sure to always directly ask
guests if they would like to check in
to a room you describe.

Suggest ordering from room service
if guests say they don’t have time to
leave their rooms. Tell guest the
hours of service.

Use good judgment. Don’t
recommend heavy dishes on the
room service menu late at night.
Task Skills
Upselling is a way of selling a more
expensive guestroom than the one a
guest originally requested.
It never hurts to offer a guest a better
room. You’re showing that you want
the guest to have a pleasant stay.
Don’t wait for guests to tell you to
book a certain room type. Anticipate
what they want and ask if you can
book that room type for them.
Guests usually welcome a positive
suggestion.
Task 6
Use Effective Sales Techniques (cont’d)
STEPS
HOW-TO’S
 Recommend the property’s





3.

Suggest property
promotions.



restaurant if guests ask for a good
place to eat.
Show guests the menu to help them
decide.
Be able to tell guests about
reservation and dress code
requirements.
Listen to guests. If they specifically
ask for a restaurant outside the
lodging property, suggest local
establishments.
Suggest the lounge if guests are
looking for a place to unwind.
Stay informed about changes in
menus, hours, and entertainment.
Guests expect you to be an expert
about your property.
Ask your supervisor which
promotions are available at your
property.
Study the features and benefits of
each promotion.
Enthusiastically describe programs
that may meet guests’ needs.
Give guests any brochures and
other promotional materials
available.
Task Skills
TIPS:
Remember, you’ll be using
teamwork when you suggest the
property’s restaurants.
Guests like to feel that they are getting
“freebies” or “special deals.”
Task 7
Pre-Register and Check In Group Arrivals
STEPS
To complete all steps, you
will need reservation
records, registration cards,
pens, group resumes, an
arrivals list, guestroom
keys, and pre-registration
envelopes.
1. Prepare for group
HOW-TO’S

Read the group resumes you
receive from the sales department.

On the arrivals list, highlight all
arrivals that are part of a group.

Check the reservation records to
match up roommates, if necessary.
arrivals.
TIPS:
The sales department prepares group
resumes to help you prepare for group
arrivals and departures.
Group resumes explain how each
group prefers to be checked in and
out.
Planning for group arrivals reduces
the confusion in the lobby when group
members check in.
2.
3.
Block (set aside)
rooms for group
arrivals.
Prepare preregistration envelopes
for group members.

Try to block rooms for groups so
that the rooms are on the same floor
or in the same area.

See Task 9: “Block and Unblock
Rooms.”

See Task 10: “Set up PreRegistrations” for information on
how to do each of these steps:
- Create registration cards
- Pre-assign rooms
- Get key for each assigned room

Put these items into pre-registration
envelopes for each guest.
Use the arrivals list to verify each
name and room number on each
pre-registration envelope.
File the envelopes according to each
guest’s last name.


Task Skills
Pre-registering group members
should prevent long lines of guests
waiting to register.
Task 9
Task 8
Show Rooms to Potential Guests
STEPS
To complete all steps, you
will need guestroom keys
and a room status report.
1. Decide who will show
HOW-TO’S

Show the room yourself if you can.
However, don’t leave the front desk
unattended.

If you are the only front desk
employee on duty, ask a manager,
bell attendant, or concierge to show
the room.
the room.
2.
3.
4.
Show appropriate
rooms to potential
guests.
Use effective sales
techniques.
Ask for the sale.

Do not give room keys to potential
guests.

Show only vacant and clean rooms.
Use the room status report to
determine which rooms are vacant
and clean.

Point out the positive features and
benefits of the room.

If a guest points out a negative
feature, draw attention to a positive
feature, or show a room that does
not have the feature the guest
doesn’t like.

As time permits, show potential
guests rooms with better locations
or amenities.

Describe the restaurants, pool,
health club, or other property
features while walking to and from
the rooms.

Return potential guests to the front
desk to take their reservation or to
check them into the property.

Don’t ask guests if they’d like to
make a reservation or check in.
Instead, ask them Which room they
prefer.
Task Skills
TIPS:
When potential guests ask to see a
room, a manager or someone from the
front desk, concierge staff, or bell staff
should escort them to an appropriate
room.
It is important that the person
showing the room knows the room
rates and amenities available.
For more information see Task 16:
“Use Effective Sales Techniques”
Relocate Guests in Sold-out Situations
STEPS
To complete all steps, you
will need a list of similar
lodging properties, a
telephone, and courtesy
vehicles.
1. Keep a list of local
HOW-TO’S
Usually, guests who can’t be roomed
at the property prefer to stay at a
similar property.
lodging properties
similar to yours.
2.
Call different
properties to check
availability on soldout days.
3.
Excuse yourself and
get your manager if
you think a guest
cannot be
accommodated.
4.
Help your manager
help guests who
cannot be
accommodated at
your property.

Ask the guest to please wait a
moment. Remain calm and
professional. Do not tell the guest
about the possible problem.

Get your manager. If you can’t leave
the front desk, ask another
employee to get the manager for
you.

When your manager arrives, calmly
explain the situation to him or her.

Call the property where the guest
will be staying and arrange to pay
for the guest’s first night’s stay.

Follow these steps to pay for a
guest’s stay:

Call a taxi to take the guest to the
property. Arrange to pay the fare.
Follow these steps to pay taxi fare:
Offer to return transportation the
following day.
Task Skills
Task 9
TIPS:
Only managers should decide whether
someone can be roomed or not.
Current guests sometimes extend their
stays, creating situations in which the
property has taken more reservations
than there are rooms available for
arriving guests. In these situations,
your property’s policy may be to
relocate guests holding guaranteedpayment reservations or nonguaranteed reservations before 6 p.m.
to a similar property.
Paying for a guest's stay at another
lodging property is known as
“walking” a guest. Do not use this
term while talking with guests. Some
properties give guests a voucher to
pay for their stay at another property.
Task 10
Relocate Guests in Sold-out Situations
STEPS
5.
Arrange for messages
to be delivered to the
guest.
6.
Encourage the guest to
return the next day.
7.
If the guest returns
the next day, provide
quality guest service.
HOW-TO’S

Find out if the guest has mail,
packages, telegrams, faxes, or
messages and give the items to the
guest before he/she leaves.

Inform the PBX operator of the
alternate property right away.

Forward messages to the alternate
property.

Ask your supervisor if you may
upgrade the guest or give him or her
the best available room for the
remainder of the stay.

Tell your manager that the guest
has returned so that he/she can
welcome the guest.
Task Skills
TIPS:
Your manager may wish to send a
note of apology or a gift basket when
the guest returns.
Process Safe-Deposit-Box Transactions for Guests
STEPS
To complete all steps, you
will need a safe-deposit-box
card, safe-deposit-boxes,
safe-deposit-box keys, a
pen, and a file box.
1. Assign safe-deposit-
HOW-TO’S
TIPS:

Ask for the guest's room number.
Present the safe-deposit-box card
and a pen.

Ask the guest to sign the front of the
card in ink and fill in a complete
mailing address.
Many lodging properties provide free
safe-deposit-boxes for guests to store
valuables during their stay. Some
properties provide in-room safes
instead of safe-deposit-boxes.

Tell the guest the property’s
maximum dollar responsibility for
items accepted.
boxes.
Our maximum dollar responsibility is:
$
2.
3.
Issue the assigned
boxes.
Secure the boxes.

Select a box with a key in the
keyhole.

Fill in on the card: the box number,
date the box was issued, your name,
and the guest's room number.

Remove the box from the vault and
present it to the guest.

Provide a private location where the
guest can put valuables into the box.

Be sure that the guest personally
puts his or her belongings into the
box. Don’ handle guest belongings.

Place the box in the vault, remove
the key, and give the key to the
guest.

Tell the guest that he/she has the
only key to the box.

Explain that if the guest loses the
key, he/she will have to pay for the
cost of drilling a new key.

Have the guest sign the back of the
safe-deposit-box card.

Record on the card the date and
time the items were placed in the
box, and your name or initials.
Task Skills
See Task 14: “Issue & Control Keys”
for more information about in-room
safes.
The limit of property liability should
be on the safe-deposit-box card.
At a busy front desk, you may have to
escort guests to the Front Office
Manager’s office or to a private area
behind the front desk to properly
protect guests during this transaction.
By having only one key to the box, the
guest knows that only he/she can
access it.
Task 11
Handle Guest Service Problems
STEPS
1.
2.
3.
4.
Listen to the guest
explain the problem.
Respond to the guest.
Resolve the problem.
Follow up to make
sure the problem was
taken care of to the
guest's satisfaction.
HOW-TO’S
TIPS:

Give the guest your undivided
attention.

Ask questions to determine the
exact problem.

Repeat the problem in your own
words to make sure you
understand.
No matter how hard you try,
sometimes problems still occur.
When things go wrong, it’s time to put
our guest service skills to use and turn
an unhappy guest into a satisfied
customer.

Apologize. Say you are sorry for the
inconvenience, whether you believe
the complaint is reasonable or not.

Do not blame the guest, a coworker, or anyone else for the
problem.

Tell the guest what can be done to
resolve the problem.

If possible, offer options and allow
the guest to choose a solution.

Explain what actions you will take.

Tell the guest when you will take
action and when you expect the
problem to be resolved.

Take care of the problem yourself if
possible.

Contact the appropriate person to
correct the problem, if necessary.

Monitor the progress of the people
working to handle the problem.

When action has been taken,
contact the guest and ask whether
he or she is satisfied with the
solution.

Ask if you can do anything else for
the guest.

Contact your supervisor if the guest
is still not satisfied.
Task Skills
Task 12
Process Room Changes
STEPS
To complete all steps, you
will need guestroom keys, a
room status report, and
registration cards.
1. Move unsatisfied
HOW-TO’S

If there’s a problem with a guest's
room, move the guest to another
same-rate room.

If none are available, move the
guest to a higher-rate room for no
additional charge.

If there’s a problem with the type of
room, offer to move the guest to a
room that will better meet his/her
needs.

If the new room has a higher rate,
explain the extra charge to the
guest and get his or her agreement
to pay before moving him/her.

Enter the room change information
into the computer or other front
office rooming system before
making the change of rooms.

If there are no other rooms
available at the property, tell your
supervisor about the problem right
away.

Send a bell attendant to help guests
change rooms.

Give the bell attendant the new
guestroom key and have him/her
bring back the first guestroom key.

Return the original guestroom key
to its correct location.

About 10 minutes after a move is
done, call the guest to make sure
the new room meets his or her
expectations.
guests to acceptable
rooms.
2.
Provide bell attendant
assistance for room
changes.
3.
Change the room
number on the
registration card.
4.
Inform the
housekeeping
department of the
change.
TIPS:
For more information, see Task 31:
“Handle Guest Service Problems.”
Housekeeping may need to touch up
the original room. They may also need
to change the room status in the
computer from clean to dirty. No one
can be checked into the room before
housekeeping checks it.
Task Skills
Section
13
Generating Leads
STEPS
To complete all steps, you
will need the promotional
programs catalog,
promotional materials,
brochures, guestroom
diagrams, and restaurant
and room service menus.
1.
Upsell Guest Rooms
HOW-TO’S
The following are the established room
rates that you will most often quote to
guests:
TIPS:
See “Room Rate Terms” in Job
Knowledge – Front Desk
Employees section.
Dbl/Dbl ___________
King
___________
Suite
___________
Other:
___________

Suggest higher-rate rooms when
guests check in

Describe features and benefits of
the more expensive rooms.

Show guests room diagrams to help
explain features.

If guests have children, suggest a
larger room to give them extra
space.

Suggest a room with extra
amenities to business travelers,
or a larger room so they can hold
meetings.

If a couple is vacationing, suggest a
room with features that will give
them a more memorable
experience.

Be sure to always directly ask
guests if they would like to check in
to a room you describe.
Upselling is a way of selling a more
expensive guestroom than the one a
guest originally requested.
It never hurts to offer a guest a better
room. You’re showing that you want
the guest to have a pleasant stay.
Don’t wait for guests to tell you to
book a certain room type. Anticipate
what they want and ask if you can
book that room type for them.
Task 14
Post Guest Charges and Payments
STEPS
To complete all steps, you
will need point-of-sale
equipment, guest folios,
charge and payment
vouchers, and registration
cards.
1. Ask your supervisor
2.
3.
HOW-TO’S
or trainer what type of
point-of-sale system
your property uses.

Access the point-ofsale equipment.

Type in our access code or
password.

Make sure no one can see the keys
you press.
At your property
TIPS:
Properties may use a manual,
electronic, or computerized point-ofsale (POS) system.
The type of point-of-sale system we use
is:
Each front desk employee is assigned
an access code. This prevents use of
the system by people who are not
allowed to access it.
Set up a guest account. Type in the guest's:
4.
Access a guest's
account by typing in
the guest's room
number or the first
few letters of their last
name.
5.
If you are using a
manual POS system,
find the guest's olio
and insert it into the
printer on the pointof-sale unit.

Last name

First name

Middle initial

Room number
A “folio” is a statement of all
transactions affecting the balance of a
guest's account.
You cannot post charges to manual
point-of-sale equipment unless a folio
or other paper is positioned correctly
into the printer.
Task Skills
Task 14
Post Guest Charges and Payments (cont’d)
STEPS
6.
7.
Post guest charges or
payments.
Post guest charges or
payments using a
computerized system.
HOW-TO’S

Type in the guest charges or
payments.

During the night shift, post room
and tax charges. Post other charges
during the day to keep guest
accounts current.

The POS unit till figure a subtotal.
(The unit will figure the final total
when the guest checks out.)

Back up all postings with a voucher
or other document.

Double-check your work to be sure
the amounts are the same as those
on the back-up paperwork.

Room and tax charges are
automatically posted each night for
occupied rooms.
Follow these steps to post payments and
charges that are not automatically
posted:
8.
File back-up
documents with the
registration card or
guest folio.

Back up all postings with a voucher
or other document.

Double-check your work to be sure
the amounts are the same as those
on the back-up paperwork.
Task Skills
TIPS:
Payments may be posted manually or
using an electronic system, depending
on the system your property uses.

At your property
The following charges are also posted
automatically:
If guests review their bills and dispute
charges, it’s important to have backup documents that support the
charges.
Task 15
Adjust Disputed Guest Charges
STEPS
To complete all steps, you
will need adjustment
vouchers, a pen, back-up
documentation, and a
“posted” stamp.
1.
2.
Apologize to the guest
for the problem
Decide if the charge is
worth challenging.
HOW-TO’S

Even if you’re not sure who made
the error, begin by telling the guest
that you’re sorry there’s been some
confusion.

Ask the guest to please wait while
you look into the problem

At Your Property
You should not challenge charges
TIPS:
For more information, see Task 31:
“Handle Guest Service Problems.”
If guests dispute small amounts, such
as the charge for a pay movie, it’s best
to adjust the bill without question.
less than:
3.
4.
Research challenged
charges.
Adjust the guest’s
account when
appropriate.

Look for back-up documentation,
such as signed charges, to provide
more information about the charge.

Show the guest the related back-up
paperwork.

See Task 33: “Pick Up, Use, and
Turn In Your Cash Bank.”

If the charge is an error, apologize
for the mistake.

Post a credit to the guest’s account
to offset the error.

Make corrections on an adjustment
voucher. Fill in all of the blanks on
the voucher and sign it.

Get your manager’s signature as
approval.

Stamp the voucher as “Posted” and
place it with other work to be
balanced at the shift’s end.

Attach all back-up documents.
Task Skills
Disputed charges are usually due to
errors in posting or are valid charges
that the guest has forgotten.
The best way to show a guest that a
charge is legitimate is to show a
signed food and beverage bill or other
back-up paperwork.
You may be required to get a
manager’s signature on the voucher
before making adjustments or
corrections.
Task 16
Transfer Allowable Guest Charges
STEPS
To complete all steps, you
will need master account
folios, a group resume,
guest folios and receipts.
1. Collect for charges not
covered by master
accounts.
2.
Separate charges for
one guestroom into
more than one
account.
HOW-TO’S

Post charges to individual
accounts. See Task 34: “Post Guest
Charges and Payments”

Transfer the balance of the charges
covered by the master account to
the master account folio.

Follow the group resume or check
with your group supervisor if you
have questions about what charges
to transfer to the master account.

Collect payment for any charges
not covered by the master account.

If two or more guests share a room,
transfer charges from the main
room account to folios for each
guest.
 At your property
Follow these steps to transfer charges
from one joint account to two or more
individual accounts.
TIPS:
It is important that each account
accurately reflect the correct charges.
When an account includes charges
that should be on another account,
you must transfer the charges to
correct the situation.
When a guest is part of a group, the
guest may be allowed to charge all or
part of the bill to the group master
account. The same is true in a directbill situation in which several
individuals from the same company
are staying at the property.
Ask each guest to settle his or her folio.
Give each guest a receipt for
payments.
3.
Transfer charges from
one guestroom
account to another
account.
 At your property
Follow these steps to transfer charges
from one guestroom to another account:
In some cases, part or all of the
charges on one person’s account will
be paid by another person. (Parents &
children may have separate rooms but
parents will pay the bill.)
Collect for any remaining charges on a
guest’s folio.
Task Skills
Task 17
Inventory and Requisition Front Desk Supplies
STEPS
To complete all steps, you
will need a par stock list, a
supply requisition and a
pen.
1. Inventory Front Desk
HOW-TO’S

Count the supplies on hand in the
storage area.

Accurately record your counts on a
par stock list.

Subtract the quantity of supplies on
hand from the minimum par listed
on the par stock list. This will give
you the number of supplies you
need to restock.
Supplies.
TIPS:
A par stock list shows the amount of
each supply you should have on hand
at all times. A “par” is the number of
supplies you need to get through one
work shift.
For more information, See “Par Stock
System” in Job Knowledge - Front
Desk Employees section.
2.
Requisition Supplies.

On a supply requisition, write down
what items are needed and how
many of each are needed.

Round up to the nearest pack size.

If required, have the front office
manager sign the requisition.

File a copy of the requisition and
the supporting par stock list in the
correct location.

Forward the original requisition to
the property storekeeper or
purchasing department.
Task Skills
The minimum pars, along with a
regular system of inventory and
requisition, should prevent you from
ever being out of a necessary item.
For example, a common par for pens
is three dozen, and pens are often
packaged by the dozen. If you took
inventory and found that you had 15
pens, you would requisition two packs
to reestablish the par level.