Setting up a procedure to deal with your paperwork ensures that you demonstrate a professional image and always act in a professional manner.
If you do not use a pc based and/or an online booking system, you should at least do this:-
Setting up a file for every enquiry/visitor and keeping a copy of every stage from the initial enquiry to the actual visit ensures that there is little opportunity for error. How many times have your guests arrived with requests that you were unaware of or are unable to comply with e.g. wanting a cot? Keeping accurate records of every stage ensures that you are fully prepared for these eventualities.
For each stage from the initial enquiry to what happens after your guests depart, there is paperwork that you should keep. Samples of paperwork from each stage are included at the end of this section.
Enquiry
Think carefully in advance what information it is you want from a prospective guest.
We suggest you record the following
- Name
- Address
- Telephone Number
- Email address
- Room / Apartment requirements – Standard or Ensuite
- Type of Room – Single, Twin, Double, Family
- Facilities required – pets, specific room, sea view, non smoking room, ground floor etc)
- Number of Guests? Adults, Children (stating ages). Remember you are not responsible for the welfare of other people’s children. If they are young children, you may wish to state that you could arrange childminding services if available.
- Date(s) accommodation required.
- Estimated time of arrival?
- Services required. Bed and Breakfast? Evening Meal? Car Parking space if offered?
- Tariff to be quoted
- Deposit required per person
- Holiday Cancellation Insurance?
- Have they stayed with you before?
- Where did they hear about you?
- Passport Information if a foreign visitor.
Response
Every enquiry should have an immediate response whether it is positive or negative.
- Negative - If you can not offer accommodation for whatever reason, offer something else. If you don’t have availability on the required dates, offer an alternative date. If you don’t have suitable accommodation available, offer them the telephone number of alternative accommodation that might be suitable.
- Positive – If you have suitable dates and/or accommodation, you should then proceed to your booking process. You should keep a separate booking form for each new booking that is made. Details taken on the initial enquiry form may have changed by this point, i.e. required dates or number of people in the party. The booking form will confirm the exact details of the booking and should detail everything that you need to know about the booking. Much of the information you require will be the same as you needed on the enquiry form. Use your booking form as an opportunity to ask your guests if they would like to receive information from you in the future.
Keep a checklist of the action you have taken and record the date of the response.
Confirmation
When a booking is made by a guest, you should take this opportunity to confirm all the details you have been sent by the guest and ensures again that there are no errors made in the booking details.
Sending a confirmation, whether it is a letter or just a simple form, acts as an acknowledgment to your guests that the booking has been made and that their deposit has been received.
Arrival
Dealing with guest arrivals is an important part of your customer service.
Registering guests is a legal requirement. It does not have to be a lengthy process and following the previous steps means that you can start to complete the registration paperwork prior to your guest arriving. Pre fill in as much detail as you are able. Why not leave the form in the guest bedroom(s) so that it can be completed and brought down to you when the guest has relaxed after their journey. Include an “opt out clause” on the form, again to determine if the guest would be happy to receive information from you in the future, both to avoid accusations of unwanted mail and prevent unnecessary expenditure.
Guest Questionnaire
Guest questionnaires provide valuable feedback on the quality of your accommodation, your service and facilities and can provide you with useful information that you can use on your customer database.
If guests are coming to Blackpool for a specific event or occasion, recording this information provides you with a marketing opportunity in the future. Decide where this should be put to encourage the best response – bedroom, reception, bar or dining room. And don’t rely on a guestbook.
Departure
Dealing with guest departures is another important part of your customer service.
Remember to collect the guest questionnaires from departing guests, depending upon where they have been left.
Prepare the guests bill and receipt in advance (This can be done upon arrival if the guest is not charging anything to the bill during their stay such as the bar bill. However, giving a bill in advance of the stay can often prevent opportunities for further “in house” sales). Make sure the bill is itemised clearly and records the amount due, the deposit already paid and the balance outstanding. You should receipt the payment, keep a copy for your records and give a copy to your guest.
Follow On
Once the guest has departed, you should remember to file all the paperwork from every stage and enter all details onto your database to use for future marketing. You can use your database to record the good (and bad points if there were any) about the guest visit.