Reception. Standards Of. Procedure

Transcription

1 Reception Standards Of Procedure

2 2 Index 4-5 Balancing The Shift 6 Room Moving 8 Stay Changes 9-10 Setting Rooms Out of Order Corrections And adjustments Other Adjustments Adjustments for relative departments 23 Banking 24 Pager System 25 Telephone Standards 26 Using the Fax Machine Walk ins Special Requests Availability 34 Lost and found Guest searching for invoices Check in 47 Auth & complete a credit card transaction Check out Reservation Assigning Room Numbers 63 Status

3 3 64 Wait list/walked Guest 65 Registration Cards 66 Wake up Calls End Of Day on PDQ Machine Night Audit POS System Night Audit V1 System Logging Maintenance Work Night Audit Explanations Logging Guest Complaints House Keeping Sheets 104 Special Requests Daily Report Function Posting Change Order Daily Balancing Sheet 126 Next Generation Procedures 127 Hints & Tips when Dealing with Complaints 128 Customer Care

4 4 Balancing the shift Shift report. This can be done throughout your shift. You will need to do this at the beginning of your shift and at the end of your shift at the very least. Click on the shift report icon The shift report screen will then appear Select all operators from the left hand side and move them over to the right hand side using the double play button Then click on

5 5 You will then see the shift report Click on print. Then you will need to have the supervisor card to do an X reading on the PDQ machine. On the PDQ machine press banking, then F2 for the X read, then the machine will ask you to swipe the supervisor card. It will then print out the X read receipt. Attach the X read to the shift report and check the amounts of payments are the same on both reports. This report will then go in the reception tray ready for filing.

6 6 Room moving Room Change The two doors are the icon needed for this You need to input the name and room number and press enter This will bring up the guests details You then need to list the possible rooms, which will be listed on the right hand side of the screen. The list also tells you how long the rooms are available for, however this figure will only be accurate if you pre assign the rooms

7 7 If there are not enough rooms in the list you need to un-check the match room type and this will give you a list of all the available rooms You can then select a suitable room The system will then ask you for a room move reason Select do room change Confirm If you have another room move to do if you erase the values you can clear the values to move another guest You will then need to change the guest s details on their reg card. Make sure that they have the correct room number on their reg card.

8 8 Stay Changes Use the camera icon to search for a guest in house and then make changes to their stay details. Example may include leaving date, duration of stay. Just click on the display/change folio icon Then type in the guest s name or room number and press enter. This will then bring up the guest s details. You can change the date and the number of stays by adjusting the nights left or the depart date. Then click on the save icon

9 9 Setting rooms out of order You will need to set rooms out of order if they have a maintenance or housekeeping fault. To do this you will need to be on the Front Desk sub-system. Click on Update and select Set out of order/do not sell. You will then come onto the Out Of Order/Do Not Sell screen.

10 10 Type in the room number you want to put out of order in the Set Room Range box and press enter. The box underneath will come up with the Room Info. This lets you know when the room is being used next. On the right hand side of the screen, Click on the date you want the room to start being out of order from. Then click on the date you want the room to be out of order to and press enter. In the Status Type, scroll down and select the relative type. Under that, type in the reason why you want to put the room out of order, then click on process dates. This will then set the room out of/order do not sell for the dates requested.

11 11 Corrections and Adjustments Correcting Packages Go into folio you wish to correct

12 Select statement 12

13 13 Then select the icon This box will appear. The password is Manager Double click beside the item you wish to amend (double click on the box directly beside the black arrow so that a * appears in the box.

14 14 Under amount enter the amount you wish to reduce the package by (rate should have been not so you would enter 10.00). Once entered select the icon to save the changes you have made. You will be asked if you are sure you want to save the changes, select YES. The package will then adjust. Leave the screen by the exit door. The invoice will display invoice as follows:-

15 15 DO NOT CORRECT PACKAGES BY ANY OTHER METHOD DO NOT POST A PACKAGE

16 16 All other corrections Go to the postings screen (gold coin) select statement Double click beside the item you want to amend so that a black arrow appears. Select the icon. Enter the new amount type in description i.e. reduced charge etc. Post correction Example of statement:-

17 17

18 18 Adjustments for relative departments. How to Adjust Off a Restaurant Posting with VAT When a restaurant posting comes from the POS to the PMS, the POS uses a dummy post type in the PMS. It posts one lump sum including VAT. The revenue is broken down when the day end runs from the POS and posts to their respective revenue centers. When there needs to be a manager s adjustment done to a folio (specifically to a restaurant posting), you cannot use the dummy post type for the adjustment. You must use the post type directly associated with the item that needs to be taken off. For example: I eat at XYZ Restaurant and I have dinner and a bottle of wine and buy a candy bar when settling my check, the total bill comes to (including VAT). I charge it to my room and then the PMS sees a posting from the POS of going to post type 43 (XYZ Restaurant) and that is what the PMS posts. When the day end runs, that posting gets broken down into 5 different posts (Restaurant food, Restaurant wine, restaurant candy bar, VAT1 and VAT2) on the rest folio and is counter posted by the guest s folio (room charge). So if I come to check out and I say that I didn t buy a candy bar and I want it adjusted off my bill then instead of doing a manager s adjustment to the post type 43, I would adjust off the posting for restaurant candy bar. That way, the correct VAT adjustment will post with it. To adjust a posting from a different department e.g. if the posting has been posted through the restaurant and you want to take it off of the guest s bill you will need to do the following. Click on update Select Managers Adjustment

19 19 The password is MANAGER You will then come on to the manager s adjustment screen.

20 20 If the guest is still in house, click on In House Click on the search icon and select the guest s folio you want to make the adjustment with.

21 21 Click on Do A Posting. Select the department you want to make the adjustment with. Then select the item description

22 22 Type in the amount you want to adjust the posting to and make sure that it is a credit, type in a comment and click on default folio. Copy of statement.

23 23 Banking Print off a shift report from visual one using the shift report icon. Check to see if you have taken any cash or cheques. In this report we have taken deposit cash and 2,000 deposit cheque. These deposits will be in the reception drawer. Take them out, put them in a banking bag, and put a security tag on the zip tag. Fill out the banking folder and put the bag in the safe.

24 24 Pager System Using the pager system at the far end of the reception desk, all you need to is type in the department you wish to contact. So for example if you need to get in contact with the porter and you know his his number is 12, all you need to do is type the number 12 and then press the transmit button and the page will then alert the porter that you need him at reception. There is a booklet next to the pager system with the numbers for each department. 10 Duty Manager 11 Maintenance 12 Porter 13 House keeping 14 Restaurant Once it has been transmitted the pager will sound and vibrate and come up with a message that says reception, so that the member of staff with the pager will go straight to reception.

25 25 Using telephones When the phone begins ringing, check the time and whether it is an internal or external call. *f it is an internal call begin with Reception (your name) speaking how can I help you *f it is an external call Thank you for calling Beales Hotel (your name) speaking how can I help you If you need to transfer the call, always take a name and what the call is regarding before transferring the call to the correct department. * To transfer the call ask the caller to hold the line and type the extension number they require and press the release button. *On the black telephone at the end of the reception desk you will need to press down the hold button until you get a dialling tone then type in the extension number required, then put the receiver down. * If the line is engaged or it rings back as recall, it will come up on the main display of the switchboard. * If the department you are trying to transfer the call to is on the line take a message with the punk message pads on the reception desk, making sure you write down the following information: 1. The name of the person or department the message is for. 2. The name of the caller 3. A contact number 4. What the call is regarding. 5. At the bottom of the pink slip is a section to say who took the message, at what time and the date, this must be filled in so that the correct department can deal with the enquiries efficiently.

26 26 Using fax machine Place the document into the fax machine backwards so the front of the document is facing away from you. Press 9 for an outside line. The type in the number you require. Press the green button in the middle of the grey area and wait for it to send. If the document has gone through successfully then the screen will say transmit ok. If the document has failed to go through then it will send an error report. If this happens you may need to try to send it again.

27 27 Walk INS Walk INS can be done through Front Desk, using the red foot steps. They can also be done through looking at the room rack, then double clicking on the vacant room and then picking up the red footsteps once again. You will then come on to the room snap shot

28 28 Just click on the walk in icon and it is the same process as before. The same reservation process then applies However if it is done through the room rack then the system will automatically assign the room number and you can then print the registration card and then check the guest in.

29 29 Special requests Display/Change Stay This brings you up with the guest s stay record To add any special requests: Click on the second tab on the right hand side

30 You can right in any comments or special requests, just remember that these will pop up when anybody accesses the guests record and the guest will also see these comments You can order the guests newspaper from here, by selecting the relevant one on the left hand side and then transferring it to the right hand side, this will then automatically print on a newspaper report 30

31 Trace this is a special request such as putting fresh flowers into the room, again anything written here will show on a trace report, Click on the sparkly paper icon and fill in details it will also know which users to notify On this screen you can also add in a link ID, this is used to link booking together without creating a group booking, best used if lots of people are staying and booking separately but are all going to the same wedding for example 31

32 32 Availability Icon with the grid and magnifying glass. Input the date and range of days (default 7) and select process You can also put in the number of adults, youths etc so the system will work out the cost of the package for you Left: o Holidays bank holidays o OOO out of order, not counted in availability o DNS do not sell, are counted in availability but you will not be able to check a guest into this room o Wholesalers - are tour operators who may book out 10 rooms for five days, operator pay hotel and the customer pays them with commission included. These booking would have a file card o Groups Not PU - are when a group of rooms have been booked out for a wedding but as of yet the rooms have not been assigned to specific guests o Social we do not use Right:

33 33 o Select the type of guest to show the packages o Calculate package and the system will price it for you\ Show arrivals and departures and by double clicking on the grid you will be shown the list Group booking will tell you how many are tentative, definite or prospect.

34 34 Lost and Found Here you can keep a record of items that are lost and found within the hotel You can search for items that have already been put into the system, possibly for found items You can record items that guests have lost with forwarding addresses The system does not link the items together, so it will not link a found and then lost item together you have to manually change the status After three months the lost property becomes property of Beales Hotels. Lost Found Returned Unclaimed

35 35 Guest Searching For Invoice Numbers Sub System Front Desk Select the Guest Search Icon Button Enter Company Name and/or arrival from and to dates onto system (allow a week prior to the date on the remittance advice for the arrival date as the date on the remittance advice could be the date the invoice was sent out) Only Always ensure that you remove the besides the Today search Then use the Magnifying glass to start the

36 36 A list of results will display at the bottom of the page using the arrow keys at the bottom of the page move the page along so that the following results will appear:- Invoice number will show under CONF# To exit select

37 37 Check in Always acknowledge the guest. Even if you cannot see them straight away let them know that you have seen them and will be with them shortly. Greet the guest by saying Hello, how may I help you? (Try to make conversation with the guest. Comment on the weather or sport) They will say they would like to check in. You will then ask them for their surname. One the visual one system click on the check in icon. This will then bring you onto the guest stay search page. Click on the search icon.

38 38 This will bring up all the guests that need to check in. Double click on the guest you wish to check in.

39 39 This will bring you onto the guest s stay record and ask you if you want to check in this guest. Click on Yes. It will then ask to complete the check in. You will then need to click continue. The guest is now checked into the system. Hand the guest their registration card and asked them to fill out their address details, contact number, car reg and ask them to sign the bottom of the reg card and to sigh their key card. You will then ask them for their credit card to authorise. On the PDQ machine press F4 twice, then press F2 for Pre-Auth. Swipe the credit card through and the machine will ask for an amount. If the guest is staying for one night and the rate is You would need to authorise the card for the room rate and 30 for any extras they might have.

40 40 If they are staying for multiple nights then authorise accordingly. Staple the receipt to the guest s reg card. Ask the guest the following:- 1. Would you like a wakeup call? 2. Would you like a newspaper for the morning? 3. Would you like to book a table in the restaurant for this evening? 4. Would you like help with your bags. Let them know what extras we offer e.g. Next Generation Vouchers, Restaurant, Bar, Room service. Direct the guest to their room. Wish them a pleasant stay. You will then need to fill out their details in the system. To do this you will need to Click on the Display/ Change folio icon The guest stay search will come up.

41 Type in the room number or surname of the guest and press enter. 41

42 42 Double click on the guest s name. The guest stay record will then appear.

43 43 Click on to the Guest info and search box. The guest info box will appear. Fill in all of the guest s details in the relevant boxes. Then click on save changes and exit. This will then save all the details you have entered. If the guest requires a wakeup call or a newspaper, then you will need to be on the guest stay record.

44 44 Click on the second page of the guest stay record. If the guest requires a newspaper then you will need to click on the newspaper required on the left hand side of the page and drag it over to the right hand side.

45 45 Then click on the save icon. If the guest wants a wake up call, then go on to the second page of the guest s stay record and type the time the guest would like their wakeup call in the preference box on the right hand side of the page.

46 Then click on the save icon. 46

47 47 Authorising and completing a Credit Card transaction When checking in a guest you will need to pre authorise their credit card. To make sure that there are sufficient funds in their account to pay their bill. You will not need to do this is the reservation states that the full account is going back to the company. You will need to pre auth their card for the room and breakfast rate and an extra 30 per night for any extras they might have. E.g. if the room rate is 90 B&B and the guest is staying for 3 nights, you will need to authorise their card for To do this you need to press F4 twice. Then press F1 for pre auth. The credit card machine will then prompt you. You will then need to give a copy of the pre to the guest then staple the other to the guest s reg card. To do a completion on check out press F4 twice then press F2 for completion then follow the prompts.

48 48 Check out Always greet the guest with a smile. If you cannot see to them straight away then apologise and let them know you will be with them shortly. Greet them with good morning sir/madam how can I help you? They will tell you that they want to check out. Ask the guest if they have enjoyed their stay. Ask the guest if they have very far to travel back. Ask them what there surname and room number is and enter it on to the system. Click on Display/Change folio icon Type in there room number and press enter twice Their guest record will appear.

49 49 Ask the guest how they will be settling their account. If they are settling with credit card you will need to put the credit card number in where it says credit card number. It should automatically change the payment method to whatever card it is e.g. Visa, MasterCard and Amex. If the bill is going back to the company and the payment method still says cash, you will then need to select the company the bill is going back to. Bring down the options where it says payment method and select Direct Bill. The A/R customer search screen will then appear.

50 50 Type in the name of the company the bill is going back to, making sure that the details are correct from looking at the guest s confirmation. The payment method will then say Direct Bill. The A/R account number will come up with the company name. Then click on the gold coin icon

51 51 Select statement You will need to print the statement for the guest to view to make sure their bill is correct. Once the guest has view their bill and confirmed that it is correct, click on the check out icon You will then see the check out screen.

52 52 Before you check the guest out always make sure the method of payment is correct. If it not correct the shift report will not balance. Click on The screen should then say Ready to check out.

53 53 Make sure you will be printing two statements. (One for you and one for the guest) Then click on It will then print out two invoices. You will then need to put the payment through on the PDQ machine. Ask the guest for their Method of payment. If they are paying with cash take the full amount and change the payment method to cash. If the guest s bill is 90 and you have been given 100 the system will automatically calculate the change you would need to give. If the guest is paying with a card, pull out the guest s reg card from the folder and check that the card number is the same as the number on the pre-auth receipt. If it is different then you would have to put through a new transaction. If the card numbers match then you can complete the transaction. On the PDQ machine press F4 twice and then press F2 completion. The PDQ machine will then prompt you what to do. Once the transaction has gone through, staple the white invoice to the yellow credit card receipt and hand to the guest. Before the guest leave wish them a pleasant day. Then staple the yellow invoice to the white credit card receipt and place in the reception tray ready for filing.

54 54 Always ask the following questions:- Reservations 1. What date is the reservation for? 2. How many nights would you like to stay? 3. Would you require a smoking or a non smoking room? 4. Will you be settling your own account? 5. Would you like to upgrade to an Executive room for an extra 20.00? 6. Do you have any special requirements? Always ask for the following details:- 1. Surname. 2. Initial of first name. 3. Title e.g. Mrs, Mr, Miss, and Ms Etc. 4. Address details. 5. Contact number. 6. Credit card number. When taking a reservation you must do the following:- Click on the Reserv icon at the top of the screen and select enter reservation. You will then come onto a fresh guest stay record page.

55 Go to the arrival date and change the day they want to make the reservation for, and then change the number of nights they want to stay for then click on the Availability box to check the availability for the dates required. 55

56 56 You will then be shown the availability for the dates given. If you have availability you can carry on with the booking. On the right hand side of the availability screen click on the down arrow for packages to see what rates we can offer the customer. RACKRO Stands for rack rate room only and is the highest rate we can offer. DISC1RO Stands for discounted rate room only and is the cheapest rate we can offer.

57 57 Ask the guest if they would like breakfast included in the rate. Select the package the guest would like and click on the calculate packages to calculate how much the stay will come to. Double click on the room type the customer requires. You will then need to set the package on the guest s information. To do that you will need to click on package. Highlight the package you wish to select and drag it over to the right hand side of the screen by clicking on select. The calculation of the stay will then appear in the box on the right hand side of the screen.

58 58 Click on the save and exit icon Click on the guest info and search icon to input the customer s information. Type in the guest s surname and search for a profile. If the guest has stayed before then double click in the profile you want to select. If the guest has not stayed before, then click on the new paper icon, to create a new profile. Enter the customer s details to create a profile for them. Once you have all the details in the system you can then click on the save icon

59 59 It will then ask you if you would like to assign a room Click on yes. You will then see the room assignment screen. Click on the blue car icon to auto assign a room. You will then see a box that will show all the available rooms for the required number of nights the guest is staying.

60 60 If you want to accept the room chosen, click on accept. If you want to choose a different room, click on next and choose accordingly. Once you have successfully made the reservation you will need to print a re-cap sheet for the reservation manager to file. Click on the RE icon The re-cap sheet should appear on the screen. Click on print Print the document and place in the reservations tray ready for filing.

61 61 Assigning room numbers You can simply click on the assign room number icon reservation and enter in the number on the guest s You can click on the auto assign room icon Finally you can show list which means it will come up with the first available room number matching that room type, or you can choose all types and it will broaden the search to all room types, just click on the Assign Through Room Chart Icon The Room Chart will appear with the available rooms for you to choose From.

62 62 Once you have found a suitable room you can select that room and then the room number will appear in the box You have the option to mark the room do not move, if this function is used a managers code will be needed to move the room. You can also hit the scroll button which will show you all the other pre assignment for that particular room number, so for example the guest may wish to extend their stay Once you have assigned a room the number will show on the reservation and the current status of the room will also show.

63 63 Status Once a reservation has been made the status will show as RESV To cancel the reservation you go to the drop down menu and select CANC The system will then ask for a cancellation code and reason You need to save this and then to save the reservation as well You can then reinstate the cancellation by going back to the drop down menu and changing the status again. This will automatically take you to an option to change the package or rate You must save these changes and the reservation

64 64 Wait List To put somebody on the wait list you need to make a reservation for that person Including the date, length of stay etc You then need to change the status to wait The system will give you a wait conformation number When you then cancel a booking that matches the correct arrival date as the one on the wait reservation the system will tell you that there is a wait list for this date and you can then go through and look at changing this person to a reserved status Walked Guest If the hotel is overbooked sometimes it will be necessary to walk a guest To do this you need to find the guests reservation and then change their status to walk Save The system will then ask you if they will be returning the next day If you say they are returning to the hotel the following day you will automatically find yourself entering a new reservation, however the system will not change the duration of the stay so you may need to adjust the number of nights You then need to save the booking

65 65 Registration Cards To print the registration cards you will need to click on Miscellaneous, and then scroll down to Print registration cards. Put reg card paper in the printer and print.

66 66 Wake up calls How to set a wake up call 1. On the switch board select the button next to function and then on the screen you will see that it is giving you options 2. Select F4 for guest service 3. Then type in the room number adding a 2 in front of the room number ( e.g. if it was room number 50 enter 250) 4. Then select F0 to enter 5. Select F3- for wake ups 6. Then F2 -set wake up1 7. You then need to put in time if (7:30 you need to enter is as 0730) 8. You now need to select F2 for AM and F3 for PM 9. Then press F0 to set 10. And finally press F1 to exit How to remove a wake up call 1. Follow the above up to number 6 2. If you want to clear the time then just select F4 to clear the time 3. Then press F0 to set as no wake up How to change a wake up call 1. If you want to change the time again follow all of the above to number 6 and then select F4 to clear the time 2. Enter the correct time you require 3. You now need to select F2 for AM and F3 for PM 4. Then press F0 to set 5. And finally press F1 to exit

67 67 End of day on the PDQ machines This must be done every night at the end of your shift when doing the night audit Reception PDQ machine First do the x totals: Press banking and then Press X totals Swipe supervisor card Next you do the Z totals Press banking and then Press Z totals Swipe supervisor card And finally banking Press the banking button and then Press Banking Swipe supervisor card Restaurant/Bar PDQ machine First do the x totals Press menu twice Then select totals by pressing enter Then select X totals Swipe supervisor card Next do the Z totals Press menu twice Then select totals by pressing enter Then select Z totals Swipe supervisor card And finally end of day banking Press menu twice Then select totals by pressing enter Then select end of day banking Swipe supervisor card It will ask you if you want to reset all waiting totals select yes

68 68 Once the PDQ banking has been done, you can now do the shift report on the visual one system and compare the amounts to balance the shift. First of all click on the shift report icon. It will then bring up the shift report screen. Bring over the operators into the box on the right hand side and click process.

69 69 You will then have the shift report. Print it and staple the PDQ reports to the shift report and compare the amounts to make it balance.

70 70 Night Audit POS System Before you do the POS audit you will need to make sure that all tabs have been closed off and paid for. Then you will need to see how much cash we have taken. To do this you will need to click on Cashier Enter your ID, and click on the enter button.

71 71 You will then come onto the Cashier tasks screen. Click on OTHER You will then come to OTHER CASHIRE TASKS screen

72 72 Select Shift. You will then come onto the shift screen.

73 Clear your ID number and click on report at the top of the page. 73

74 74 The system will then show you how much we have taken throughout the day. Take the amount shown and bank in a banking bag and fill out the banking folder. You will then need to count the bar float to make sure that it adds up to Once you have done that you can now do the POS audit. Go back tot the main POS screen. Click on MANAGER.

75 75 The manager s functions screen will then come up. Select Day End. Type in you ID and click on enter. You will then come onto the Manager Day end process screen.

76 76 Click on Do Day End with Printing. It will then ask you if you want to start day end process. Click on yes. It will then ask you to type in today s weather. Type it in then click on enter. It will then take a minute to run the end of day audit and print it.

77 77 It will then say Click ok. The audit has now been done for the POS system you can now move on to do the Visual One Night Audit.

78 78 Night Audit Visual One Before you do the Visual One Night Audit, you will need to make sure that you have done the POS system audit and banked all cash taken for that day. You will also need to make sure that you have no more check outs left on the system and no more check INS left on the system. You will then need to change your sub system to night audit. You will then come onto the Night Audit screen. Click on the room rate report icon It will then come onto the report options. Just click on the play icon.

79 79 Then click on print. Check that all the rates are correct before starting the night audit. Then click onto the Post Room and Tax icon. post charges screen You will then come onto the

80 80 Click on post charges, this will then post all the room charges onto the relevant rooms. You will then need to click on the STOP icon going through on the POS and V1 system. this will then stop all posting You will then need to click on the Back up File icon this will back up and save all the work done on the Visual one system for that day. To start the night audit, click on the Before Night Audit Z icon Click on start auto pilot. You will only need to click on this once. If you click on it a second type or double click it will start the night audit procedure again.

81 81 Do not click on anything while the night audit is processing as this will cause the system to freeze. It will say backup successful. Click OK. After the Before Night Audit Z has finished click on the Night Audit Z Out icon. Click on start auto pilot. When the Night Audit Z Out is finished you can then click on the After Night Audit Z icon. Then click on When the night audit is finished you will see that the date on the system has changed to the next day. Once all the reports have printed put them in the envelope ready for filing.

82 82 Logging Maintenance Work If a guest complains that there is a fault in their room or you notice any fault within or surrounding the hotel you will need to log the fault with the maintenance manager. To do this you will need to switch to the maintenance sub-system. Sub-systems Maintenance Then click on the Enter Work Orders icon You will then come on to the work orders screen. Click on the new paper icon to create a new work order On the right hand side of the work order screen you will see Work Order # Adding New screen.

83 83 You will need to enter the room number or the location of the fault e.g. First floor room s corridor. You will then need to select the priority of the fault 1 = High priority 9 = Low priority. Then you would need to assign the job to the Maintenance Manager, the Estates Manager or the Contractor. Then you will need to enter a description of what the fault is and any comments. Once you have filled in the information you will need to save the work order. When the work has been started you will need to go back into the work order and select the date and time that the work was started.

84 Once the work has finished you will again have to go back into the work order to select the date and time the work was finished. 84

85 85 Night Audit Options & Explanations The following is a breakdown of the three portions of Night Audit, as performed by Visual One. A brief explanation of each segment is included. Before Z and After Z Reports are optional, with the exception of Department Revenue Report. Reports are listed by number. Before Z Reports: 0000 Check for Outstanding Deposits Looks at arrivals that have not been checked in, and notifies the user of any that have deposits, and gives the option to print a list. The user must then either have the guest checked-in automatically, check in the guest manually, zero out the balance or change the arrival date. (see below) 0001 Suspend Interfaces Suspends the interfaces until Night Audit is completed Backup System Files Backs up V1Data database as of that moment to NGSBAK on the SQL Server Reindex Data Files Data maintenance to improve speed Reset Stay Detail

86 86 Resyncs the Stay and Stay Detail tables, ensuring consistency between the two Guest List by Room Number Report of in-house guests sorted by Room Number, also showing First/Last Name, Charge Acct Number, Guest Type, Company Name, Group Name and Numbers of Adults/Youth/Children. Also shows Total Guests and No. of Rooms at the end of the report Guest List by Name Same as Guest List by Room Number, only sorted by Name and has Room Extension Numbers listed Today s Due Out Folios Prints folios/statements of any remaining expected departures for today Room Rates Non-Bedded Report of in-house guests sorted by Room Number, also showing Room Type, Initials of User that approved the rate, First/Last Name, Numbers of Adults/Youth/Children, Guest Type, Segment 1, Segment 2, Booking ID# and Tariff or Package Plan. This report also shows the Actual Rate, the Default Rate for that Tariff, and any variance between the two. Also, if room and tax was posted manually on the folio, Room Posted Manually will appear in the Variance column, warning auditors that it will not post again during audit. (Rates are only the room portion of the package if on a package plan) Finally, lists total numbers of Adults/Youth/Children, Total Rooms, Total Room Revenue and ADR Room Rates Same as Room Rates Non-Bedded, except for Bedded rooms only Room Rates All Same as Room Rates, but lists both Bedded and Non-Bedded Rooms Comp Rooms Report that lists in-house guests and reservations due to run at a 0 room rate. Shows Room #, Room Type, Guest Name (with * if reservation), Company Name, Group Name, Tariff, Rate Type (Comp or No Rate), Arrival/Dept Date, Number of Nights Post Room & Tax Posts Room & Tax (and Package if applicable) to In-House Guests. Will not post if Room & Tax has already been posted. (see Room Rates Report) 0040 Department Revenue Report Broken into 6 sections: 1) Lists all revenue by post type, subtotaled by Department for the day s activity. Revenue is broken out into Gross, Adjustments, Corrections, Net, MTD, YTD and a GL Acct number is listed for each post type. Subtotals listed are Department Net, MTD, & YTD. Totals are listed as Net Debits, Net Credits and Total for all Departments.

87 87 2) System Post Totals: Consists of System Debit, Credits and Net, broken into 5 columns: Folios, Resv (non-deposit), Resv (deposit), Total Reservations and System Net. 3) Today s Posting Activity: Lists Opening Balance, Today s Debits, Credit, and Net, and Closing Balance split into Folios, Reservations and Net. This will also say either System In Balance or System Not In Balance. (Closing Balance should always equal System Net Postings). 4) Reservations Activity: Shows postings on Reservations Applied, Added, Returned and Corrected/Adjusted, Subtotaled into Deposit and Non-Deposit Postings, and giving a total of Reservations Activity. 5) City Ledger Posting Activity: Split into Previous Balance, Net A/R Activity, Current Balance, Unposted Front Desk Activity, Unposted Outlet Charges, totaling into the Projected Balance. 6) A/R Balances: Breaks down the Total System Balance into Guest Ledger, Deposit Ledger, Reservations (non-deposit) Ledger, and City Ledger. This also breaks down the Previous System Balance into Yesterday s A/R Balance and Today s Net Change Daily Transactions On this report, total revenue associated to each post type is broken down into each transaction conducted this business day. Columns listed are Amount, Reference Number, Time, Room #, Guest Name, Comment/CC#/CL# and CC Reference #, User ID. Finally, the Grand Total of all Postings is listed Corrections Daily Transactions Report, listing only Corrections 0070 Adjustments Daily Transactions Report, listing only Adjustments 0080 Today s Recurring Postings Gives recurring postings for in-house guests, listing Room #, Guest Name, Post Type, Frequency of Charge and Amount All Recurring Postings Same as Today s Recurring Postings 0100 Folio Balance Report By room number, lists the Guest Name, Arrival/Departure Dates, Each Folio with postings on it (including the Balance, Credit Limit, Amount Exceeding Credit Limit and Payment Method for each Folio) Room Rate and/or Package Plan Folios List Gives the same information as the Folio Balance Report, but gives a breakdown of each posting for each folio, listing the Date, Post Type,

88 Reference Number, Comment, Type (i.e. New, Adjustment, etc.), Amount, User ID and Shift Group Member Folio Balance Report Same as Folio Balance Report, but for Group Members Only Postings Report by Room Type Lists each room type, and all post types that have been posted to that room this year. Per post type, it lists amounts posted Today, Period to Date, and Year to date, as well as a Total for each Room Type and a Grand Total for all Room Types (also split into Today, PTD, & YTD) Postings Report by Building Same as above, only substituting Building for Room Type Today s Actual Departures Report Sorted by Guest Name, lists all departures with Room Number, Company Name, Group Name, Number of Nights of Stay, Checkout Time, and Clerk ID Detail Checkout Report By Room Number, lists Guest Name, Check-In/Departure Dates, Credit Limit, Pay Method, Rate, Address Info, and a list of all postings on the Guest Statement, complete with Post Date, Post Type, Reference Number, Comment, Type of Posting, Amount of Posting, Clerk ID and Shift Housekeeper Assignments Report Lists all Housekeepers Room Assignments by Room Number, listing Room Type, Housekeeper Name, Status/Condition of the Room, Guest Name and VIP Status Tax Exempt Report Will list all guests that have been designated to be tax exempt in any or all of the exempt categories. The report will display the room rate (or room component amount if on package) for each tax exempt guest. The total amount of projected tax exempt room revenue for each exemption category will be displayed at the end of the report Cancellations Detailed report on all guests who cancelled that day. Includes Arrival/Dept Dates, # of Nights, GTD status, Status, VIP, Rate, Tariff, Sex, Room Type/Number, # of Rooms, Adults/Youth/Children, Package, Shares, Group Name/Number, Made By, Comments, Complete Address/Contact Numbers, Company, Credit Card #, Guest Type, Origin, Segment 1, Segment 2, Tax Exempt Status, T/A Number, Iata Number, City Ledger Number and Confirmation Number. Also lists Cancellation #/Date, User ID and Cancellation Reason/Description 0170 Group In House Details Same as Group In House Summary, except it also includes each Guest Name, Room Number, Rate, Arrival/Departure Dates & Share Name Group In House Summary Lists all Groups In-House, showing File Name/Number, Booking Name/Number, Booking Dates, Sales Manager, Status, Occupied Rooms, 88

89 89 Revenue, and Average Rate. Also gives Occupied Rooms, Revenue and Average Total for all Groups Tomorrows Due Out Folios (All Folios) Prints out all Folios for Next Day s Departing Guests Tomorrows Due Out Folios (CC Only) Prints out all Folios for Next Day s Departing Credit Card Guests 0190 Today s Checkins with Deposits Lists all guests who checked in that day with deposits on their accounts. Broken out into Guest Name, Room Number, Room Type, Rate, Clerk ID, Check-In Time and Deposit Amount. Totals all Deposits of Check-Ins Reservation Balance Report Lists all reservations with balances by Guest Name, including Confirmation Number, Arrival/Departure Dates and Balance. Totals all Balances Reservation Cutoff Report Lists all groups with a cutoff date of today by Sales Manager, including File Name/Number, Meeting Name, Sales/Catering/Conference Service Managers, Arrival Date, Cutoff Date, Auto Release (Y or N), Days Out from Arriva and Total Room Nights Blocked, Picked Up and Remaining System Post Totals By Department, lists each Post Type, with posting amounts to Reservations, Folios, Net and Subtotals of each Department. Also totals each column for all Departments Deposits Summary (All Dates) By Guest Name, lists all Deposits in the system for all dates, listing Confirmation #, Arrival/Departure Dates, # of Nights, Room Type, Building and Amount Paid. Also includes Net Balance of all deposits Today s Travel Agent Stay Checkouts By Room Number, lists all guests checking out who were attached to a TA File Card. Shows Guest Name, IATA Number, Agency Name, Arrival/Departure Dates, Number of Nights, Room Revenue and Commission Owed. Totals Room Revenue & Commission Owed for All Guests Today s Walked Guests By Guest Name, lists guests who were walked to a different hotel. Shows Walked Date/Time, Clerk ID, Room Type, # of Nights of Original Reservations, Hotel Walked To, Guest Return Date, Guest Reaction, and Walked Rate/V1 Reservation Rate/Rate Differential. Also shows Total Walked Rates, Lost Reservation Revenue, Difference and Lost Room Nights Interface Posting Log Lists any Interface Postings that could not be processed to a specific account. Shows Date/Time of Posting, Room Number, Extension

90 90 Number, Post Number, Post Type, Sub, Amount, Reference and Comment Z Out System 0001 Reset Database Property Codes Internal Maintenance 0010 Count Today s Checkouts, Warn if Zero Counts total number of checkouts, and makes user enter PROCEED if there are none Check for On-Line Backup 0015 Synchronize Posting Tables 0020 Check for No Show Deposits Looks at arrivals who have not checked in, and notifies the user of any that have deposits, and gives the option to print a list. The user must then either have the guest checked in automatically, or the audit will be stopped and the user can check in the guest manually, zero out the balance or change the arrival date before starting the audit again Check for Balances on History Folios Looks in tables for any History Folios with balances. If it finds any, audit processes will stop Check for ANCI/DNCO Records Looks in Stay Table for any records that have been tagged as either Arrived Not Checked In or Departed Not Checked Out. If there are, audit process will stop and print a report showing the guests tagged Record Weather Prompts user to enter the previous day s weather. This information is written to the Diary 0050 Purge Check Detail Records INNSERV sites only check details dumped 0055 Delete Old Interface Error Files Delete INNSTAR posting errors 0060 Print/Purge Interface Error File Print and then delete unresolved PROTOCAL posting errors 0075 Synchronize Stay Files Specialized stay record processing for Super Clubs 0080 Check for and Update Due Out Folios Looks for guests due out that day, and extends their stay by one night Post Room & Tax, Recurring Charges

91 Posts Room & Tax, Package & Package Tax and any Recurring Charges to the Individual Folio. Also Posts End of Day Components to the Package Folio Process Owner Postings Folio Specialized posting record processing for sites using condo logic in A/R 0100 Print Final Department Revenue Report Prints the Final Department Revenue Report, the bible of Night Audit. System should be In Balance Postings Extract Specialized processing for various interfaces to other systems 0130 Process No Shows Converts guest status of expected arrivals not checked in before audit from RESV to NOSHOW. NOSHOW records cannot be reinstated to RESV End of Day History Load the Time Travel tables with today s information 0150 Transfer T/A Commissions Calculate and prepare Travel Agent check amounts for later printing 0160 Send C/L Payments to A/R System 0180 Purge Old Messages from Messages File Clean Guest Message file for checked out guests 0185 Purge NALog File Clean Night Audit log file after 90 days 0190 Purge Room Change File Clean record of room moves for checked out guests 0193 Purge Credit Card Files Send automatic credit card reversals for authorizations not used 0194 Purge Transactions Log File Clear the transaction log for checked out records based on the setting in Managers Setup 0195 Reorganize Staydetail Table Run reset Staydetail based on frequency setting in Manager s Setup 0196 Rebuild In-House Shares Verify that records in the same room on the same date have the same ShareID 0197 Reset Room Status Verifies the stored status (O.V. etc.) of guest rooms Reset DBS Runs Definite Booking Sheet Reset based on the Staydetail reset settings Create Sales & Catering Interface Files Sends information files to Delphi and other interfaces 0200 Occ Rooms Set Dirty 91

92 92 Changes all Occupied rooms to Dirty Condition 0205 Availability Download Special Super Clubs reservation processing 0208 In House Reservation Download Special Sandals reservation processing 0210 J-7 Daily Report Special Military daily report 0215 Occupancy History Storage Stores information for later processing of a Pace Report Process Post Convention Closes and stores final figures for closed bookings Delete Outdated Rates Deletes Room Rates for past dates 0226 Multiview Extract Extract to the Multiview Accounting System 0228 Groupone Extract Extract to the GroupOne Accounting System 0229 IdeaS Extract Extract to the IdeaS Accounting System 0230 Change System Date Moves system date forward by one day. Changes made in CONTROL Table Reset to First Shift Sets the shift back to A 0250 Reset Room Rates Puts the room rate for tonight on each stay record 0255 Reset Assigned Phone Extensions Clear the Assigned Extension Table for checked out guests 0260 Update Foreign Currency Table Allow new Foreign Currency rates to be input 0315 Auto-Release Group Blocks Release un-picked up rooms for group blocks based on the individual booking setting 0320 Beginning of Day Packaging Processing Posts Package Components that are marked as Beginning of Day 0330 Clean Up Staydetail/Packdetail Purge unneeded records from Staydetail/Packdetail 0340 Update Guest Account Numbers Specialized processing for sites using A/R Condo Logic 0390 Purge Checked Out Postings Purge post records for guests that checked out today 0400 Clean Credit Card Interface Tables Purge Credit Card Table s records for guests that checked out today 0410 Clear Housekeeping Assignment Tables

93 Clear the previous days Housekeeping Assignment designations 0420 Daily Posting Net Extract Great Plains Accounting Extract 0440 Update Package Surcharges Updates package surcharges for an in-house guest if the surcharge has changed due to the beginning of a new surcharge period Detail Arrivals Reports individual confirmations of guest arriving on the new business date. The information reported is the Registration card information i.e., First and Last name, address, confirmation number, Resv date entered, User ID of Agent that inputted Resv, Arrival and Departure date, Number of nights, Guaranteed or Non-Guaranteed Resv, Current status of guest, VIP, Rate, Tariff code, Sex (male or female), Room type, Room number, Number of rooms, Number of Adults/Youth/Children, Package plan, Share, Group number, Group name, Special Request comments, Phone number, Company, Credit Card number, Guest type, Origin, Segment 1, Segment 2, Tax exemption, T/A, IATA number, City ledger number, Current Balance, Deposit info (includes the Required amount and required on date) and the received amount. Finally, on the last page of the report users will find total count numbers on total rooms reserved, GTD Resv, Non-Gtd Resv, Total Resv, Total room revenue, Total adult(s), Total Youth(s), Total children and Total guests Summary Arrivals Reports condensed information found in the detail arrivals report. Specifically, it will show only the following fields: Guest name, Guest status, Number of Nights, Room type, Number of rooms, Number of Adults/Youth/Children, Rate, GTD (Yes or No), Current Balance, Room number assigned (if applicable), Share guest name, VIP, Wholesale information, Special Request comments, Total Reservations count, Total Reservations arriving bedded, Total Resv Gtd, Total Resv Non-Gtd, Total Adults/Youth/Children and total head count (the combination of A/Y/C) 0430 Departures By Room Number, lists all departures for the upcoming day, showing Room Type, Guest Name, Check-In Date, Number of Nights, Room Rate, Package Code, Credit Limit, Folio Balance, Method of Payment, Flight Number, Actual Flight Time, Ready Time (time guest should be at airport), and Amount over Credit Limit Today s Due Out Folios (All Guests) Prints a Folio/Statement for All Guests departing the upcoming day Today s Due Out Folios (CC Only) Prints a Folio/Statement for guests departing that have a Credit Card as a form of payment Express Checkouts Prints a Folio/Statement for guest departing that are marked for Express Checkout in the Blue Telephone on the Stay Record. 93

94 0440 No Show Report Will list all guests that were in reservation status at the time of the Z process 0460 Overdue Deposits Will list all guests that do not have a sufficient deposit and are past the request deposit due date All Deposits List Today By Guest Name, lists all Deposits in the system for Guests with an arrival date of today, listing Confirmation #, Arrival/Departure Dates, # of Nights, Room Type, Building and Amount Paid. Also includes Net Balance of all deposits 0466 All Deposits List All Dates By Guest Name, lists all Deposits in the system for all dates, listing Confirmation #, Arrival/Departure Dates, # of Nights, Room Type, Building and Amount Paid. Also includes Net Balance of all deposits All Deposits Detail By Guest Name, lists all Deposits in the system for all dates, showing the same information as Guest List Detail along with Date of Deposit, Posting Description, Reference Number, and Amount of Deposit. Also shows Deposit Requested, Deposit Received, and Balance Due Deposit Transactions List Sorted by Deposit Post Type, showing the Amount, References Number, Time of Posting, Room Number, Confirmation Number, Guest Name, Comment/CC#/City Ledger #, User ID. Subtotals each post type, totals all post types Deposits Returned Report By Guest Name, lists all deposits refunded today, showing Refund Date, Post Type, Refund Amount, and Status. Totals all refunds Housekeeping Sheets By Room Number, lists all rooms, Number of Nights Until Next Assignment, Room Type/Status/Condition, Floor, Date of last Mattress Change, Energy Section, Housekeeping Credits, Name of Guest in Room, # of Nights Left/Stayed, # of Adults/Youth/Children, VIP Status, Club Number and # of Linens/Cots. Also shows if guest is a Stayover, on Do Not Disturb Status and/or No Service Status Process Deferred Transactions Sends through to the Credit Card Interface any transactions that were deferred earlier in the day Exceeded Credit Limit Report By Room Number, lists all guests in-house who have gone over their credit limit, showing Guest Name, Check-In Date, Number of Nights Left in Stay, Folio Number, Balance, Credit Limit, Difference, Payment Method and Credit Card Number (if applicable) Deferred Transactions Report By Room Number, lists all deferred transactions in the system. Shows Guest Name, Credit Card Number, Deposit (Y or N), Amount, Type 94

95 95 (Return, Sale), Transaction Date, and Approval Code. Totals all Deferred Transactions Current Flash Report There are 4 sections in the Current Flash Report: 1) Room Summary: Lists Rooms in Hotel, Out of Order rooms, Rentable Rooms & Out of Service Rooms 2) End of Day Projection: Lists Rooms, People & Percentages Available Tonight, Occupied Tonight, Individual Rooms, Group Rooms, Un- Picked-Up Rooms, Comps and Walk Ins 3) Current Movement: Lists by Rooms & People; Expected/Actual Departures, Expected/Actual Arrivals, Extended Stays, Early Departures, Day Rooms and Walk Ins 4) Housekeeping Status Current: Lists Occupied & Vacant Dirty Rooms, Clean Rooms, Out of Order Rooms and Out of Service Rooms 0512 Daily Flash Report For the upcoming day, lists Arrivals, Departures, Off Market Rooms, Rooms Sold, Total Guests, and Projected Occupancy. Also shows today s System Postings by Post Type, as well as MTD & YTD numbers. Post Types are broken down into Debits, Payments, Advance Deposits Received and Other Credits. Totals all Postings and gives Net Change to G/L, Yesterday s G/L, and Total Current GL. Advance Deposits Summary shows Yesterday s Closing Balance, Amount Received Today, AD s Checked In, Refund/Cancellation/Adjustments and Ending Balance. Finally, Statistical Info shows Rooms Available, Sold, Comped, Vacant, OOO/DNS and Occupied; Occupancy Percentage, Number of Guests, Average Rate with Comps, Average Rate without Comps and Revenue PAR for Today, MTD and YTD House Status Report Shows current status of the property, listing by Room Type the Total Rooms, Vacant Rooms, Occupied Rooms, Departures, Non-Guaranteed Arrivals, Guaranteed Arrivals, Off Market Rooms, Available Rooms and Projected Occupancy. Totals all Columns 0520 Rev/Occ by Guest Type By Guest Type, lists Rooms Sold, Percent Sold, Occupancy Percentage, Revenue, Revenue Percentage, ADR and Number of Guests for Today, Period to Date, and Year to Date. Totals each column for all Guest Types and gives Revenue PAR for Today, PTD and YTD Rev/Occ by Source By Origin Code, lists Rooms Sold, Percent Sold, Occupancy Percentage, Revenue, Revenue Percentage, ADR and Number of Guests for Today, Period to Date, and Year to Date. Totals each column for all Origin Codes and gives Revenue PAR for Today, PTD and YTD.

96 Rev/Occ by Segment 1 By Segment 1 Code, lists Rooms Sold, Percent Sold, Occupancy Percentage, Revenue, Revenue Percentage, ADR and Number of Guests for Today, Period to Date, and Year to Date. Totals each column for all Segment 1 Codes and gives Revenue PAR for Today, PTD and YTD Rev/Occ by Segment 2 By Segment 2 Code, lists Rooms Sold, Percent Sold, Occupancy Percentage, Revenue, Revenue Percentage, ADR and Number of Guests for Today, Period to Date, and Year to Date. Totals each column for all Segment 2 Codes and gives Revenue PAR for Today, PTD and YTD Rev/Occ by Tariff By Tariff Code, lists Rooms Sold, Percent Sold, Occupancy Percentage, Revenue, Revenue Percentage, ADR and Number of Guests for Today, Period to Date, and Year to Date. Totals each column for all Tariff Codes and gives Revenue PAR for Today, PTD and YTD Rev/Occ by Room Type By Room Type, lists Rooms Sold, Percent Sold, Occupancy Percentage, Revenue, Revenue Percentage, ADR and Number of Guests for Today, Period to Date, and Year to Date. Totals each column for all Room Types and gives Revenue PAR for Today, PTD and YTD Rev/Occ by Post Type By Department, lists all Post Types and revenue received Today, Month to Date, and Year to Date. Subtotals by Department, and Totals all Departments Reservations Forecast Report (Transients) For each Day within each Period, lists total Room Nights on the books or actualized for Transient Guests. Totals Room Nights & Occupancy Percentage by Period and gives Previous Year Room Nights, Current Year minus Previous Year, Previous Year Percentage, and Current Year minus Previous Year Percentages, all by period Reservations Forecast Report (Groups) For each Day within each Period, lists total Room Nights on the books or actualized for Group Guests. Totals Room Nights & Occupancy Percentage by Period and gives Previous Year Room Nights, Current Year minus Previous Year, Previous Year Percentage, and Current Year minus Previous Year Percentages, all by period Reservations Forecast Report (All Guests) For each Day within each Period, lists total Room Nights on the books or actualized for All Guests. Totals Room Nights & Occupancy Percentage by Period and gives Previous Year Room Nights, Current Year minus Previous Year, Previous Year Percentage, and Current Year minus Previous Year Percentages, all by period.

97 0590 In-House & Incoming Messages Prints a Message Form for any guests arriving or in-house that have one Out of Order Rooms Report By Room Number, lists all Out of Order Rooms for the upcoming day, showing OOO Category, Room Type, Room Description, Connecting Rooms, Start Date, Last Date and Reason for Out of Order Status All Maintenance Work Orders By Work Order Number lists Room Number, Category, Priority, Description, Entered Date & ID, Repaired Date and Done (Y or N) and Duration for All Work Orders Not Completed Maintenance Work Orders By Work Order Number lists Room Number, Category, Priority, Description, Entered Date & ID, Repaired Date and Done (Y or N) and Duration for Non-Completed Work Orders Completed Maintenance Work Orders By Work Order Number lists Room Number, Category, Priority, Description, Entered Date & ID, Repaired Date and Done (Y or N) and Duration for Completed Work Orders Registration Cards Prints all Registration Cards for guests arriving today Golf Bag Tags Prints all Golf Bag Tags for guest arriving today Confirmation Cards Prints Confirmation Cards for Reservations flagged to print today in the Blue Telephone Package Vouchers Prints Package Vouchers for guests on Packages arriving today that require vouchers Return Flight Reconfirmation 0630 Summary Cancellations Report By Guest Name, lists all Cancellations for Today s Arrival Date, showing Cancellation Number, Reason, User ID, Confirmation Number, Arrival/Departure Dates, Rate, Home Phone, Work Phone. Totals all Cancellations for the day Package Arrivals Summary Report showing all guests arriving on a Package, including Guest Name, Record Status, Number of Nights, Room Type, Number of Rooms, Adults, Package Code, GTD Status, Balance, Room Number, Share (Y of N), VIP (Y or N), Wholesaler (Y or N). Totals Reservations, Cancellations, Waits, Walks, and Packages Expected Guest In-House Package Report Shows all guests in house on a Package, listing Room Number, Guest Name, Arrival/Departure Dates, Adults/Youth/Children, Package Code & Number of Nights on Package. Totals Number of Rooms & Guests Groups In-House Summary 97

98 Lists all Groups In House, showing File Name, Booking Name, Booking Dates, File Number, Booking Number, Status, Occupied Rooms, Revenue and Average Rate. Totals Occupied Rooms, Revenue and Average Rate Groups In-House Detail Same as Group In House Summary, except it also includes each Guest Name, Room Number, Rate, Arrival/Departure Dates & Share Name Guest Trace Report Lists all Traces scheduled for the upcoming day, showing Trace Date, Guest Name, Arrival/Departure Dates, and Trace Reason Posting Allocation Report Lists all posting allocations scheduled for the upcoming day, showing Room Number, Guest Name, Status and Arrival/Departure Dates for Allocations To and Allocations From, as well as the Posting(s) Allocated Travel Agents Statistics By IATA Number, lists all Travel Agents including the Name, City/State, Commissionable (Y or N), Commission Percentage, Amount Per Day and Amount per Stay. Also shows Revenue, Rooms, Room Nights, and Average Revenue Per Night for each broken into MTD, YTD, Last Year, and Previous Year Top 10 Travel Agents Lists the Top 10 Travel Agents in Revenue Actualized, showing Total Revenue, Rooms, Room Nights and Average Revenue per Room Night for YTD, Last Year and Previous Year Top 20 Travel Agents Lists the Top 20 Travel Agents in Revenue Actualized, showing Total Revenue, Rooms, Room Nights and Average Revenue per Room Night for YTD, Last Year and Previous Year In-House Travel Agent Stays By Room Number, lists all guests in house attached to a Travel Agent File Card, showing Guest Name, IATA Number, Agency Name, Arrival/Departure Dates and Number of Nights of Stay. 98

99 99 Logging Guest Complaints Unfortunately you will get guest complaints. Whether it is serious or very trivial, you will still need to treat them seriously. To log a complaint on the system you will need to be on the relevant guest s stay record. Click on the complaints icon You will then come onto the complaint screen. Click on the New Paper icon to create a new complaint.

100 100 Select the seriousness of the complaint. In the managers box select your name. Then select the category the complaint would come under. The select the priority the complaint would come under 1=first priority 9=last priority. Then at the bottom of the screen write a description of the complaint with all the relevant details.

101 101 Then you will need to write a description of the resolution. You will then need to save this complaint. When you have saved it, it will be highlighted at the top of the screen. You will then need to print the complaint to hand over to the duty Manager.

102 102 Housekeeping Sheets The housekeeping sheets tell the housekeepers what rooms are due out and arrivals and also what rooms are out of order. It also tells them if a guest is staying over and will need their room replenished. You will need to be on Housekeeping Sub-systems. On the top of the screen you will need to click on reports. Then you will need to select Housekeeping sheets.

103 Click on the play icon and print. 103

104 104 Special Requests You will need to print this report to let the housekeepers know if there are any special requests e.g. Exec packs, Twin beds, Non allergic pillows and duvet etc. On the Front Desk sub-system, click on RmRpts, Scroll down to Resv special request reports, and then select Special request arrivals report. Make sure you have the correct dates. Click on the play icon and print.

105 105 Daily Report This report needs to be done every night after the night audit for the General Manager and the Head Chef. This report explains what revenue was taken for the previous day. Click onto Sub-Systems, then night audit. Click on manual audit Go down to After z out reports Then go down to Daily reports

106 106 Then you should get a play screen. Press play then print.

107 107 Function Posting Whenever there is an evening function, reception are responsible for posting the food, drink and anything else such as, menus, place cards etc onto the guests bill. To do this you would need to look at the function sheets to see what would need to be posted and to check on the visual one system that they haven t already been posted by the sales team. You will then you will look on the function sheet to see what needs to be posted. E.g. Dinner Mineral 3.95 per bottle x15 Orange 4.75 per jug x10 Finger Buffet Menu Price: per person x30 BEVERAGE MENU ACCOMMODATION 3x Bed & Breakfast to be charged to the main account Anything with a price would need to be posted. Once you have calculated what needs to be posted. On the visual one system click on the Gold Coin icon. You will then come onto the post folio screen. Type in the name of the function.

108 108 Click on statement, then click on Do a Posting. Select the department you are posting for e.g. if you were posting food, you would select Conference & Banqueting then Function Food. You will then need to type in the amount the food comes to altogether. Then type in a description of the food.