Tong Park Hotel

Reception Training
Late Updated 23rd March 2023 (ongoing)
Reception Training
Glossary
Index of Useful Links for Reference & Use

Section 1 – Making a Booking & Pre-Check In Procedure

Section 2 – Checking In Guests
Section 3 – Maintaining the Guest Log
Section 4 – Guest Feedback & Complaints
Section 5 – Checking Out Guests
Section 6 – Post-Check Out Procedures
Section 7 – Petty Cash, Lost / Found Property & Safe Storage
Section 8 – Reports
Section 9 – Other Core Duties
Section 10 – Sales Office
Section 11 – Housekeeping & Maintenance
Section 12 – Restaurant & Kitchen
Section 13 – Rota, Holidays & HR
Reception Glossary – Page 1 of 1
Appointments – A pre-arranged appointment

Booking – can relate to any reservation for accommodation, restaurant or event

Drop In – An unannounced appointment

Group Booking – An accommodation reservation for a party of more than 1 room, or an events (function room) booking

Petty Cash – Cash kept at Reception in a lockable drawer

TPH Folio – A reference created by Amadeus for a booking – typically these begin with an “F” for accommodation and with a
“G” for Groups and Events

PAX Machine – the card reader used at reception for taking payments from customers

Walk In – A room or other service provided to a customer which is not pre-booked

X-Reading – An end of shift report created by the PAX machine

Reception Useful Links – Page 1 of
1
Guest Feedback Form –
Z:\Userdata\Sales Office Information\Service Complaints & Recovery\Guest Feedback Form.xlsx

Sales Office Appointments – Z:\Userdata\Sales Office Information\Master Spreadsheets and Trackers\Appointments 2023.xlsx Sales
Office Enquiry Form – Z:\Userdata\Sales Office Information\Useful Files (David)\Sales Office Enquiry Form Current.docx
Service, Complaints & Recovery Tracker –
Z:\Userdata\Sales Office Information\Service Complaints & Recovery\Service Complaints & Recovery Tracker 2023.xls
Group Accommodations Tracker –
Z:\Userdata\Sales Office Information\Accommodation - Groups\Group Accommodation Bookings.xlsx
Sales Office Events Tracker –
Function Sheet Folder – Z:\Userdata\Sales Office Information\Function Sheets\2023
Reception Training
Section 1 – Making a Booking
& Pre-Check In Procedures
Part 1 – Checking & Entering onto the System
Part 2 – Before the Day of Arrival
Part 3 – On the Day of Arrival
Reception Training
Section 2 – Checking In Guests

Part 1 – Completing the Registration Card

Part 2 – Taking the Payment
Part 2 – The Welcome Letter
Part 3 – Breakfast & Dinner
Part 4 – Issuing the Room Key
Part 5 – Paperwork
 Reception Training
Section 3 – Maintaining the Guest Log

Part 1 – The Basics

Part 2 - Updating Name & Address
Part 3 – The Car Registration Details
Part 4 – Profile Memos
Reception Training
Section 4 – Guest Feedback &
Complaints
Part 1 – The Basics
Part 2 - Updating Name & Address
Part 3 – The Car Registration Details
Part 4 – Profile Memos
 Sales Office – Complaints & Feedback Procedure
• The Sales Office monitors and logs any feedback & complaints
• All Reception Staff need to be familiar with this procedure and assist with this

Office Information
• Complaints and Feedback can come from various sources – for example - on a customer
feedback form, verbally to any member of staff, in writing via email, feedback & ratings
through booking.com, other social media and websites
• The following pages outline what to do in each case, but please flag to your line manager
if there is information missing
 Sales Office – Complaints & Feedback Procedure
• We are keeping a log of all customer feedback – this can be found here or from your
Reception desktop - Z:\Userdata\Sales Office Information\Service Complaints & Recovery
• Please note only Managers and the Sales Team have access to edit this document

Office Information
• If a customer complains, please either complete a Guest Feedback Form and leave it in
the brown folder or ask the guest to do so
• Next step is to add a comment to the Reservation Information in the TPH Folio for the
booking
• Finally, please email salesoffice@tongparkhotel.co.uk with the Heading “Complaint” and the TPH
Folio reference
• Feel free to add specific information to that email, or to the back of the feedback form.
• Once received, the Sales Team will add it to the Log.
 Sales Office – Complaints & Feedback Procedure
Customer Feedback Forms
• Customers may leave a feedback form in their room, or hand it in at Reception
• If you receive a form, please add any further comments they make to the back of the page
and thank the customer for the feedback
• Where possible, add the TPH Folio Reference to the form
• The form looks like this and can be found here -

Office Information
Z:\Userdata\Sales Office Information\Service Complaints & Recovery\Guest Feedback Form.xlsx

• Email salesoffice@tongparkhotel.co.uk – in the email header add the word “Complaint” or

“Feedback” and quote the TPH Folio reference (e.g F-1234 or GF123)
• Feel free to add specific information to that email, or to the back of the feedback form
• If the complaint is lengthy or complex, encourage the customer to send a follow-up email
direct to the hotel at info@tongparkhotel.co.uk
• Leave the form in the brown folder kept in the Reception drawer
• The Sales Office will then log and liaise with Management to action accordingly
 Sales Office – Complaints & Feedback Procedure
Customer Feedback - Verbal
Customers may comment or give feedback or a complaint to any Reception Team Member.
For consistency, please follow the procedure outlined below
• Please use one of the Customer Feedback Forms, if you receive a complaint. Please add
any further comments they make to the back of the page and thank the customer for the
feedback
• Ensure the TPH Folio Reference is written on the form

Office Information
• Add a note in the Reservation Information box on the folio
• Email salesoffice@tongparkhotel.co.uk – in the email header add the word “Complaint” or
“Feedback” and quote the TPH Folio reference (e.g F-1234 or GF123)
• Feel free to add specific information to that email, or to the back of the feedback form
• Leave the form in the brown folder kept in the Reception drawer
• The Sales Office will then log and liaise with Management to action accordingly
• We are keeping a log of all customer feedback – this can be found here or from your
Reception desktop - Z:\Userdata\Sales Office Information\Service Complaints & Recovery
 Sales Office – Complaints & Feedback Procedure
Customer Feedback - Other
Complaints & Feedback via email, booking.com & our website will be logged and responded
to by the Sales Office in co-ordination with Management.
If you see any feedback via social media that is not logged, please flag it to us by emailing
info@tongparkhotel.co.uk and we will take a look.

We are seeking specific and constructive feedback and not all social media posts can be
described that way.

Office Information
As such, not all social media posts will be replied to.
However, if a customer follows up and would like specific feedback, then please complete a
form and put it through as per a verbal comment/complaint.
Reception Training
Section 5 – Checking Out Guests

Part 1 – The Basics

Part 2 – Checking the System
Part 3 – Taking Payments
Part 4 – Invoicing
Part 5 - Paperwork
Reception Training
Section 6 – Checking Out Guests

Part 1 – The Basics

Part 2 – Checking the System
Part 3 – Taking Payments
Part 4 – Invoicing
Part 5 - Paperwork
 Reception Training
Section 7 – The Safe, Found Property,
Petty Cash
Part 1 –
Part 2 –
Part 3 –
Part 4 –
Part 5 -
 Reception Training
Section 8 – Shift Hand Overs & Reports

Part 1 –
Part 2 –
Part 3 –
Part 4 –
Part 5 -
Reception Training
Section 9 – Other Core Duties

Part 1 –
Part 2 –
Part 3 –
Part 4 –
Part 5 -
 Reception Training
Section 10 – Sales Office Information

Part 1 – The Basics

Part 2 – Sales Office Enquiries
Part 3 - Group Bookings
Part 4 – Function Sheets
Part 5 – Break Cover for Reception
Part 6 – Social Media Posts
 Reception Training - Sales Office
The Basics - Page 1 of 1
• The Sales Office is generally manned from Monday – Friday 10am-4pm

Office Information
• Appointments will also be covered by arrangement outside these hours
• Typically Adam is in from 10am-5pm Monday to Friday. He is looking after Group &
Business Accommodation Requests.
• Typically David is in from 10am-3pm Monday, Tuesday, Wednesday & Friday and covers
enquiries for conferences, weddings and other events.
• As well as dealing with enquiries, the Sales Office also has other responsibilities –
including logging complaints, group bookings, issuing function sheets, providing break
cover for Reception & responding to social media posts
 Reception Training - Sales Office
Customer Enquiries - Page 1 of 3
• If a customer phones or walks in during office hours, please alert the Sales Team and they
will come to reception and attend to the customer

Office Information
• If there is an existing appointment for a customer, a record should be kept on the
Appointments Spreadsheet – found on the Reception Desktop
• The direct link to this spreadsheet is also here -
Z:\Userdata\Sales Office Information\Master Spreadsheets and Trackers\Appointments 2023.xlsx

• If a customer calls outside of the Sales Office Opening Hours 10am-4pm Monday-Friday,
please complete an Enquiry Form – found in the brown folder in the Reception Drawer
and leave it in the top of that folder for the Sales Office to action
• The essential information for this form is the Customer Name, Phone Number, Email and
the type and date of event
 Reception Training - Sales Office
Customer Enquiries - Page 1 of 3
• The Enquiry Forms look like this, and can be found in the brown folder kept in the
Reception Drawer…
 Reception Training - Sales Office
Customer Enquiries - Page 1 of 3
• The Enquiry Forms can also be found here (and from your Reception Desktop) -
Z:\Userdata\Sales Office Information\Useful Files (David)\Sales Office Enquiry Form Current.docx

• Please leave these forms at the top of the brown folder to be actioned by the Sales Team
• If you are emailing them – anything for David should be emailed to salesoffice@tongparkhotel.co.uk,
anything for Adam should be emailed to business@tongparkhotel.co.uk
• Feel free to email both to ensure this is covered. You can also email this information (or
ask the customer to do so) to info@tongparkhotel.co.uk
• The essential information for this form or for emails is the Customer Name, Phone
Number, Email and the type and date of event. Please ensure your name at the bottom of
any emails sent
• Once enquiries have been received by the Sales Office, they are logged by that team – if
you need an update, ask the appropriate staff member