Documentation

iDevice ikoon How to get on

Here you are going to learn about the documentation you need at the hotel.

  • At first read the introduction and get to know which documents are usually used
  • Look at the examples of the main documentation used in a hotel
  • You can freshen your knowledge how to carry out a customer survey
  • You can look up the vocabulary and pronunciation in English-Estonian dictionary.
  • Finally do the practice exercises.

iDevice ikoon What do you know about the documentation?
There are various Forms and documents used in a hotel and it can differ in different hotels.

Here are some of them:
  1. Guest Registration Card
  2. Guest message slip
  3. Guest Invoice
  4. Guest Welcome letter
  5. Guest Currency exchange receipt etc.

HERE YOU CAN HAVE A LOOK AT SOME EXAMPLES:

 

A GUEST REGISTRATION CARD/RECORD

A registration record is for the necessary data of the guests. SUCH AS:

  • Guest full name
  • Address
  • Date of Arrival
  • Telephone number
  • Company allification
  • Room rate
  • Method of payment
  • Check out time

 

A GUEST MESSAGE SLIP/MEMO

 

You can take messages by phone for guests who are out and register these on the guest message slip and give them to the guests when they come back to the hotel. It's a good way to pass the information from the day shift workers to the night shift workers and be sure that any information left to your clients will not be lost. Every hotel can find it's own way how to work out their guest message slips. You can use post-its or just the small papers with the logo of your hotel.

 

A GUEST INVOICE

 

 

After checking-out the guests have to pay for the services they have used in the hotel.

The invoice includes the following data:

  • Name
  • Room number
  • Date
  • Number of nights
  • Price per night
  • Additional services(like meals, mini-bar, telephone, room-service, etc.) and their prices
  • Total sum 

 

A GUEST WELCOME LETTER

 

A guest welcome letter is a nice way to say hello to your guests. The welcome letter doesn't have to be perceived as complicated in any way. In fact, if written correctly, the welcome letter should be simple and to the point.Welcome letters are necessary to build good relations with clients and customers.By sending a welcome letter you can show the person how much you respect that person. You can also convince the clients that you value their business and wish to work with them in future also.

 

A GUEST CURRENCY EXCHANGE RECEIPT

 

The receipt includes the following data:

  • Cashier ID of the user printing the report
  • Name and address of the person who is paying the deposit.
  • Internal receipt number
  • Room number on the reservation
  • Internal transaction number
  • Description of the exchange
  • Exchange rate of the currency
  • Date the receipt was printed
  • Time the receipt was printed
iDevice ikoon Customer surveys

If you want to find out how your clients like their stay at your hotel you can carry out a customer survey.

  • At first you have to think what exactly you want to know.
  • Then you have to make up the questions.
  • Don't make your questionnaire too long.

Finding out your clients' opinion helps you to get better results and improve your business.

To have a look at a sample customer survey CLICK: CUSTOMER SURVEY and choose the category you are interested in (like "Guest evaluation", "Resort Hotel survey"). Click on the chosen item and see the example questions. You can use these as examples when you are doing your customer survey exercise.


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