Front Office Training Manual

Transcription

1 Front Office Training Manual Page 1 of 18

2 Index Logging On..3 Guests..4 Room Moving..6 Booking Ledger...7 Refunds 8 Guest Check In/Out..11 Guest Accounts.12 Housekeeping...14 Daily Banking 15 Reports...18 Page 2 of 18

3 LOGGING ON To log into Hirum, double click on the Hirum icon on your desktop If your Hirum is set up for Security Tracking, the following box will automatically pop up and you cannot proceed to use Hirum until you have logged on Type in your user ID, password then click on Okay If you are using Security tracking, when you move away from your computer you should click on this icon name so that no one can use Hirum under your Page 3 of 18

4 Guests To go to the guest area click on the first icon This area lists all bookings which can be sorted by clicking on the appropriate tabs to locate future, past, cancelled bookings etc Click on this tab to locate Archived guests i.e. guests that have been checked out Searching for Guests To locate a guest, simply type their name, alternatively you can type the unit number and a box will pop up detailing all current and future bookings for that unit. Please note that you must have the cursor highlighted on any guest name on the screen. Page 4 of 18

5 Making a Reservation To make a booking click insert, and complete the guest details, insert dates of stay and how many pax then select an available unit from the pick list and select the appropriate tariff. There are certain fields that are mandatory to complete, such as Surname, Unit Number & Tariff. Your system may also be set to complete other fields such as Marketing information and address etc. (Please see the Control Switches for further information on setting mandatory fields) Alternatively, you can search for availability and costing in a more efficient method by clicking on the guest enquiry icon, If the guest wishes to take the booking, click Okay,then complete their personal details. If it is not required click Cancel and no record will be retained Page 5 of 18

6 Room Moving You can change the guest room by highlighting the booking and clicking on this icon This will highlight the guest s room number, click delete and tab and it will bring up the pick list of available rooms (please note that this should only be done on future dated bookings and not when the guest has already stayed in the room overnight). Highlight the room you wish to change them to and then click on select Room moving can also be done two other ways. Firstly, by clicking on change on the booking and deleting the unit number and click tab to show available selection. Secondly, by moving from the booking ledger (see page 7) Page 6 of 18

7 BOOKING LEDGER The second icon in the top row takes you to the booking ledger This shows all bookings for a 30 day period. Please note that all checked in bookings show as Upper and Lower Case whereas bookings not checked in will appear in Upper Case only. Please note the icons at the top of the booking ledger are the same as in the guest area, and by highlighting a booking you can use the icons to access accounts, insert charges, make payments, new bookings etc. When you tick Allocations at the bottom of the screen any unused Agent Allocations will be shown in blue The yellow indicates that the booking is having a cleaning function that day Seasons can be set up to show different colours as you approach that season By putting your mouse on a booking you can preview the details of the booking, including any screen notes To view a different date type in Start Date or use the arrows to quickly move by day, week, month or year To move a booking, highlight and click on cut, put the cursor where ou want to allocate the booking & then click paste Page 7 of 18

8 REFUNDS CANCELLING A FORWARD BOOKING Go to guest screen & and locate the booking that is to be cancelled, highlight Click on delete This will bring up a warning that the booking contains a deposit, click ok Enter reason for cancellation and input amount to be refunded in relevant boxes. Apply cheque number if refunding to guest and issue cheque. If manager &/or owner are receiving part or full refund then no cheque number will need to allocated The guest refund cheque will automatically be shown on cheque reconciliation table provided that the cheque number was allocated at the time of cancellation Page 8 of 18

9 CREDIT CARD REFUND FOR INHOUSE GUEST Swipe credit card on EFTPOS machine and process refund for appropriate amount. Amend the debit transaction on the guest account so that it reflects the amount that should have been charged, eg Accommodation charge was $3, and should have been $2, see attached example This brings the account into credit and lights up the credit card refund icon Click on the and process a negative receipt for ($1,060.00) selecting method of payment as Credit Card UNIT STATEMENT When refunding via this method Hirum will credit the appropriate commissions etc however it will leave the cleaning/linen charges intact. If you do not wish those charges to be posted to the owner, click on change on the payment & delete the cleaning/linen charge Page 9 of 18

10 When entering your banking for the day, your total EFTPOS will be reduced by the value of the guest refund. If that was the only EFTPOS transaction for that days banking, it will appear with a red cross however the status will show ok on the printed copy of the banking register Although, cash is available to use as a refund method, this cannot be used in trust account properties. According to the Office of Fair Trading in accordance with Property Agents & Motor Dealers Act 2001 funds can only be refunded via Cheque or Electronic Funds Transfer (Credit Card Refund) not cash. Cash should only be used in non-trust sites, eg Motels. When reconciling, if the refunded amount does not appear on the trust account, please check the bank has not debited it from general or operating account as the two accounts are linked and the some banks will not debit from the trust account. Page 10 of 18

11 Guest Check In To check in a guest, highlight their booking and click on the check in icon Guest Check Out This can only be done if the guest account balance is zero, otherwise the check out icon will not be lit up Once you have checked the guest out they no longer appear on the current screen however you can still access their account etc by clicking on the Archived tab. Page 11 of 18

12 Guest Accounts To go into view a guest account, locate the guest & click on the account icon You can view all charges, payments and balance of the account To add a charge either click insert on your keyboard or click the insert icon, simply type in the group code that you want to charge or select from the drop down arrow. The description will default to the group name, however you can change the description to what you would like to see displayed on the guest account Type in group name or use arrow to select from the list If you wish to delete the charge, highlight the transaction and click delete, alternatively, if you wish to change the amount charged, highlight and click change and type in the correct amount. Page 12 of 18

13 To make a payment, click on the thank you icon If you were only paying the Accommodation of $1, the type zero in the amount for Breakfast, as shown below Ensure that you select the correct method of payment, that the receipt number is correct and that the total payment is what you have actually received from the guest. If this is all correct and you print receipts out of Hirum ensure the tick is on receipt and then click Okay If you were receiving a deposit of $ then you would have overtyped the $1, accommodation with the correct amount of $ and also typed zero for breakfast, this will then generate a receipt in the amount of $ If you made an error with the payment, you will need to reverse the receipt. Highlight the receipt in the account and click on delete If you have Security tracking set up it will default to your name, if not select your name from the drop down arrow and then selct the reason for cancelling the receipt from the next drop down arrow. Then re-issue the receipt To print a statement for a guest detailing the transactions on their account, click on from the guest account Once this previews, click on the printer icon to print Page 13 of 18

14 Housekeeping Go to units icon in the top row then click on the housekeeping icon Locate the unit that has been cleaned, highlight and put a tick in Unit is Clean If the unit has had a service, (weekly linen change and clean) then highlight the guest and click on the service icon This action will then acknowledge the service has been done and set the guest up for their next service if required. Page 14 of 18

15 DAILY BANKING Each day at the end of your shift, you should reconcile the banking as recorded in Hirum. In the top row of icons, click on banking Click on the wizard to enter today s banking Ensure the month shown is the current month otherwise using the arrows click up to the correct month Click on next Collate your receipts for today s banking in numerical order, and check that the range Hirum has allocated agrees with your receipts Click on next Click on Do It to print the bank deposit slip. This will print with all items that need to be physically taken to the bank. Eg cash, cheques etc. Page 15 of 18

16 Check that you are holding the cash & cheques as displayed on the deposit slip. If correct, change the quantity to print two copies. One for the bank to keep, the other for your records Please note the credit card amount shown on this deposit slip is not for credit cards processed via electronic means. It is only for manual swipes of the credit card where you would need to take the slips to the bank for depositing. When this is printed out, write in your cash breakdown. Sign & date. Click on next, then click on Do It to print the cashbook history. The Cashbook History is a summary of all the receipts processed within the receipt range you are banking. Please note that any recorded with an x at either end indicates that the receipt that has been reversed. Total of today s receipts The amount listed in the Transfer trust rental & trust sundry columns should equal the sum of credit cards + any direct deposits receipted This total should equal the total of your credit card settlement Click on next, click on Do It to add the entry to the banking register Hirum will automatically complete this for you. Please check that it is correct. The Amount banked column will be all money that you need to take to the bank and the Amount Transferred is for money that will be automatically deposited Page 16 of 18

17 Click on next, click on Do It to print the banking register Please note that each days banking should have the status OK. If a previous days banking now has an error, cross check the original cashbook history with a current one and correct Please note that even if you do not go to the bank on a daily basis, you should enter the banking daily into Hirum. Keep each days banking separate so that when you do take them to the bank each days banking will be listed separately on your bank statement which will make end of month reconciling easier. Page 17 of 18

18 REPORTS In the top row of icons click Daily this will take you to the reports menu, select The most commonly used daily reports are Guest List Current Guest Arrivals Guest Departures Booking Register Housekeeping Report Staff Diary Maintenance Jobs In the event of a power outage, you can continue working with the aid of these printouts Page 18 of 18