Hotel Front Office Management, 3rd Edition

DEVELOPING A TRAINING PROGRAM 343Preparing Step-by-Step ProceduresStep-by-step procedures for each task help the trainee understand how to performtasks correctly. This procedure also helps the trainer prepare and deliver training sessionsmore efficiently.If a hotel front office has a PMS, the operator of the computer terminal must learn toenter data or commands sequentially. Documentation, written instructions on how tooperate computer software, accompanies all property management systems. Documentationcan be used as a basis for developing the step-by-step training procedure for usingthe PMS, and it can serve as a model for preparing step-by-step procedure for other tasks.A step-by-step procedure to complete a guest checkout on the PMS might include thefollowing:1. Inquire about the guest’s accommodations.2. Enter the guest’s room number.3. Inquire about late charges.4. Confirm method of payment.5. Print a hard copy of the folio.6. Allow the guest to review the folio.7. Accept cash or credit card or bill-to-account.8. Enter amount of payment.9. Enter method of payment.10. Enter department code.11. Check for zero balance.12. Give the guest a copy of the folio.13. Inquire if additional reservations are needed.14. Make farewell comments.Each of these procedures can be further subdivided as necessary. For example, as partof step 6, the new desk clerk could be trained to point out major sections of the folio andcharges incurred by the guest so that the guest is aware of all the charges that make upthe total. The guest can then ask questions about any of the charges at this time, ratherthan after the bill is produced, thus eliminating extra work for the controller’s department.TLFeBOOK