Ishikawa Tours of Japan has booked 45 twin rooms, plus one single room for the tour guide, on a room-only basis. This is the first time that your hotel has accommodated this tour group, and the hotel wants everything to go well with them. The hotel has 200 rooms, all with ensuite bathrooms, tea-making and coffee making facilities, minibars, and in-house ‘pay’movies. The hotel also has a 70 seater restaurant and a 100-seater coffee shop where breakfast is usually served. The hotel also has a series of function rooms capable of seating 20-500 persons. The group will make its own way to the hotel by coach, and is expected to arrive at approximately 13:00. The group rates of the hotel apply to the twin rooms, and the tour guide is given a room free of charge. The tour is scheduled to leave at 07:00 in the morning, and will be having breakfast on departure. The tour will be staying for three nights. They will want and Asian-style buffet breakfast each morning, and a tour dinner on the third night. Ishikawa Tours will be paying for all accommodation, and the breakfasts, and the dinner on the final night- all on a master account. However, all other expenses are the guest’s own responsibility. 1. List the steps that need to be taken by the front office manager to ensure that the Ishikawa tour group is handled efficiently and courteously ? What needs to be done prior to arrival, on arrival, and on departure? Prior to arrival § Compile a file on the required information § Arrange a meeting with the related departments- reservations, banqueting, housekeeping, food & beverages, concierge, reception for awareness of tour, requirements and time frame involved § Reservation dept has allocated all the rooms, placing them near the lifts and not disturbing guest who are leaving early in the morning § Reconfirm with housekeeping and concierge that they have enough staff on duty § Check with reception that they have all the registration details organised for an express check in- items like keycards, keys, guest welcome packs, maps etc § Arrange with banquet for a room for arrival and facilitates for the tour guide § On the day before –ensure all the heads have a rooming list Arrival § On arrival, meet and greet by the Duty Manager and Front Office Manager § Discussion on the best way to organise the mass registration, either Personal Assistant on coach or in the function room § Conform the final rooming list with the tour leader § Changes conveyed to the concierge and reservation § Baggage handling procedure handled well § Reception to update all dept’s of final room allocation § Front Office Manager confirm billing arrangement with tour guide, and into to Food & Beverage supervisor /manager for meal arrangements Departure § Ensure Night Audit has prepared master bill for tour guide § All incidental accounts be prepared for payments by the tour guide especially for non-english speaking guest § The Night Manager Supervises the departure in full, farewell, comments § Concierge collect bags and ensure all loaded onto coach § Housekeeping one to be on shift early to check rooms to ensure smooth departure and no items lift behind [FONT="]2. State the other departments ( in the rooms division, and in the hotel in general), that need to be informed, and why? [/FONT] Housekeeping - room and staff available on arrival and following day - add Japaneses tean and coffee facilities Food & Beverages – buffet before arrangement and dinner - enough staff in the coffee house for lunch on arrival day - special Japanese dietary request. Banquet - before / dinner - asian style Switch - long distance call to Japan.
