Front Office Operations Guide 1197 Frontdesk Bucket Checks

Front Office Operations Guide, 1197 Front-desk Bucket Checks Image from Microsoft Office online, Feb. 2011 A. The Purpose of This Policy Guest service agents and night auditors perform regular “bucket checks” to reduce paperwork and computer errors from frontdesk transactions. A “bucket check” is the control procedure in which someone verifies the accuracy of certain guest information by comparing paper documents and computer records. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1197 Front-desk Bucket Checks B. Bucket-check Procedures During every shift, guest service agents and night auditors remove the documents from the front-desk “bucket” and compare them to the electronic records on the front-office computer. The bucket is the open file box at the front desk that contains guest paper records in alphabetical order. Use the following procedure: 1. Compare each guest's name as it appears on his or her registration information, credit card imprint and the computer entry. Correct any discrepancies. 2. Compare each guest's company name as it appears on his or her registration card and the computer entry. Correct any discrepancies, such as spelling errors and incomplete company names. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1197 Front-desk Bucket Checks B. Bucket-check Procedures (Cont. ) 3. Compare each guest's address as it appears on his or her registration card, identification (for non-credit guests) and the computer entry. Correct any discrepancies. 4. Verify each guest's departure date by comparing the date approved on the registration card and the computer entry. If there is a difference, check whether the guest has changed his or her departure date since arriving. 5. Check the correctness of each guest's room rate posted. 6. Check the accuracy of each room rate. 7. GUEST SERVICES GUIDE © Marin Management, Inc. Continue ►

Front Office Operations Guide, 1197 Front-desk Bucket Checks B. Bucket-check Procedures (cont. ) 6. Check for Approved Tax-exempt forms for all tax-exempt guests. 7. Check off the “bucket check” activity on your shift checklist. 6. If you discover any discrepancies that you cannot resolve, notify your supervisor or the manager-on-duty. 6. GUEST SERVICES GUIDE © Marin Management, Inc. End

Front Office Operations Guide, 1197 Front-desk Bucket Checks YOU HAVE REACHED THE END OF THIS SECTION. v To return to a previous page: Press the Page Up key or v To leave this section: Press the space bar End GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1198 Front-desk Banks Source: Microsoft Office online image, Feb. 2011 A. The Purpose of This Policy This policy outlines how we control the house funds at the front desk, including how guest service agents and night auditors reconcile their house banks at the end and beginning of each shift. B. House Bank Amounts See your Hotel-specific Guest Services Guide for the amounts of front-desk house banks. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1198 Front-desk Banks C. Responsibility for Front-desk Banks Those assigned house banks are responsible for the security of those banks, the funds with those banks and for the cash receipts during their shifts. Do not give anyone access to your bank or the funds in your bank except for your supervisor. Do not discuss house banks or house funds of any kind with or in the presence of guests, visitors or team members from other departments. End GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1198 Front-desk Banks YOU HAVE REACHED THE END OF THIS SECTION. v To return to a previous page: Press the Page Up key or v To leave this section: Press the space bar End GUEST SERVICES GUIDE © Marin Management, Inc.