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RESORT OVERVIEW
Welcome to the Front Desk Agent Portal!
The information contained in this section of the website is for your use as a Front Desk agent for training and reference tool. Initially the information is focused on Front Desk policies and procedures but eventually all aspects of the Resort Operations will be covered. You will be notified when information is updated or added. We welcome all suggestions for additions or corrections by sending an email to [email protected].
(Be sure to read through your Employee Handbook also provided for important employee related policies.)
Ownership and Management
The resort and adjacent plaza (Shops of Ports of Call) are owned by Greencoat Investments, a TCI company whose sole shareholder is Papke Properties, a Canadian company owned by the Papke Family. The Papke’s live in Toronto Canada but frequently travel to the island to check on their investment and assist or provide guidance to the resort management. While on-island the Wendy and Dale Papke reside at their condo at The Pinnacle across the road from the resort.
The reservations, marketing, social media, major purchasing and accounting for the resort is handled out of Canada.
Owners:
Dale Papke Cell 416-909-7989 TCI Residence 649-941-3037
Wendy Papke Cell 416-660-3780 TCI Residence 649-941-3037
Jade Papke Reservations # 1-888-678-3483
Shay Papke Reservations # 1-888-678-3483
Accounting:
Alice del Puerto Office 905-890-3300 Ext 721
Ports of Call Organization Chart
Room Types
The resort is divided into three buildings, an East Wing with 60 guest rooms( including our ADA room) spread over 3 floors ( no elevator)a West Wing with 38 guest rooms spread over 3 floors (no elevator), our laundry facilities, a guest pay-as-you-use washer and dryer and a fitness room and a Central building that houses our management offices, front desk, guest, computer workstation, breakfast area and poolside bar.
The resort has 7 different room types and 3 stand alone villas. All rooms have modern refurbished bathrooms with glass walled showers, flat screen TV’s, choice of two double beds or one king and a pull-out sofa that sleeps two. Hotel rooms have a maximum of 4 person /room and villas have a maximum of 6 persons/villa.
The Best Available Rate (BRA) daily rate for each room category increases approximately $20 per level:
- Standard Rooms: Located on the outside of the East Wing. These are our least expensive rooms.
- Garden View: Located on the outside of the West wing. These rooms are slightly more expensive than the Standard rooms.
- Pool View: Located in both wings, identical to Garden View but with view of pool
- Balcony or Walk-Out Terrace: Located in both wings, feature new white coastal furniture with blue accents
- Two one bedroom apartments with apartment style kitchens
- Three 3-bedroom villas with full kitchens
Room Categories
It is important to know the different types of rooms available and how they are coded in the reservations system, as potential consumers and in-house guests often will ask you about room differences. For extensive details on room features, refer to our website at www.portsofcallresort.com.
As of April 2020 the differences between the rooms are:
- Walkout Terraces or Balconies: Have patio or balcony, newest furniture and 50” Smart TV’s
- Pool view: View of pool, 43” Smart TV’s
- Standard & Garden view: View of garden, oldest furniture, 32” TV’s (Not Smart)
- 1-bedroom Apartments (2 room suites) overlooking gardens
- 3-bedroom Villas with shared plunge pools
| Room Type | View | Bed Type | 5 Star Room Type Code | # Rooms Available |
| Regular | Standard | Two Double Beds | SDD | 13 |
| King Bed | SKG | 14 | ||
| Garden View | Two Double Beds | DDGX | 13 | |
| King Bed | KGVX | 9 | ||
| Pool View | Two Double Beds | DDPX | 13 | |
| King Bed | KPX | 6 | ||
| Deluxe | Terrace Pool | Two Double Beds | DDTX | 10 |
| King Bed | KTX | 7 | ||
| Balcony | Two Double Beds | DDBX | 0 | |
| King Bed | KBX | 12 | ||
| ADA King Bed* | ADA | 1 | ||
| Apartment | Exec/Family | King Bed | DAPT & FAPT | 2 |
| Villa | 3-Bedroom | 2 Kings Beds 2 Twin beds | Villa | 1 |
* ADA - King bed only no sofa bed; Suitable for 2 persons sharing one bed
Security
Presidential Security provides a Security Guard daily from 6 pm until 6 am. See Front Desk Responsibility tab for the role Front Desk plays with the Security Guard.
The Security Guard sign in, picks up a radio and begins his rounds of walking around the pool area, the six hallways, the villas and the plaza.
The Security Guard is responsible for ensuring that no guests are using the pool or hot tub after 9 pm, that noise at the bar, around the pool and in the hallways after 11 is minimal and that there are no issues at the plaza including children mounting or playing on the pirate displays.
Resort Amenities
The resort has all the features of larger more expensive resorts including a poolside bar, swimming pool, children’s pool, hot tub, fitness room, children’s play area, gust barbecues, small guest business center, ping pong table, billiard table, conference room for up to 30 and a staffed section on the beach with free use to our guests of chaise lounges, umbrellas, small upright chairs, floating lounge mats, paddle boards and kayaks.
Beach and Pool Towels
On check-in each room is given one plastic towel card for each guest. These cards are handed in at the Front Desk for an exchange for one towel. The cards are then placed in a folder designated for that room. Towels can be exchanged over the day but the card is not returned to the guest unless a towel has been returned without needing a replacement.
On checkout the guests are charged $25. for any card still in their file as this signifies a lost or misplaced towel.
Ping Pong and Billiard Tables
Located on the pool deck they are available for use by our guests from 9 am until 9 pm (when the bar closes) so that staff can monitor their use and to ensure that the courtyard is quiet in the evening to allow business guests and flight crew to get a peaceful nights sleep.
The bartender is responsible for placing the cover on the pool table at night as well as taking the paddles and pool cues to the Front Desk who are instructed to not hand them out before 9 am
Children under 10 are not allowed to use the pool table without adult participation as improper use can result in tears to the table lining. Front Desk has the authority to ask children unsupervised to not use the pool table.
Fitness Room
The fitness room is for use by adult guests only and is open 7 am till 10 pm. We also allow the owners and managers of the plaza shops and businesses to use our fitness facilities. When the room is not in use we keep the lights, TV and air conditioning off.
Staff are encouraged to turn off the lights and air if they notice that they are on when the room is not in use.
Guest Activities
On the day of the event the Front Desk staff is to remind everyone about the event every time they pass by the Front Desk.
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- Each Wednesday at 4 pm the bartender organizes Bingo games c/w prizes for the guests.
- On Thursday Billiard and Ping Pong tournaments c/w prizes are coordinated by the Guest Relations Supervisor
- Every Tuesday from 6 pm till 7 pm the Guest Relations Supervisor organizes a Managers Social by the bar where guests receive a free rum punch or their choice or non-alcohol or with alcohol) and some finger food snacks provided by Skull Rock.
- Each Monday night a small notice about the event is placed in the guests’ rooms or doors and of course a sign is posted at the Front Desk promoting the event.
New Years Eve Party
Each New Years Eve the hotel organizes a party for guests and plaza tenants.
Xmas Day
Each Christmas the Front Desk hands out Candy Canes and we arrange for one of the staff to dress up as Santa (we have a costume) to go around the pool and go to the beach to hand out candy canes.
Easter
Each Easter we organize a scavenger egg hunt for the children.
Valentines Day
Each Valentines Day we pre-arrange for one rose for every female guest to be delivered to the resort at 8 am in the morning on Valentines day and the Manager, Assistant Manager or Activities director hands out to one inhouse guest/room at breakfast or as they head to the beach. Front Desk should make sure any female guest passing by if they received their rose.
Understanding Hotel Rates & Discounts
Seasons
Room rates are different for each season. There are 3 seasons distinct seasons every year:
- Winter – Jan 5 – April 30
- Summer – May 1 – Dec 21
- Christmas– Dec 22- Jan 4
High Season Restrictions:
- December 22 - January 4 - 4 nights minimum in all room categories during Christmas week.
- January 5 - April 30 - 1 Night stays can be completed in the Pool View and Deluxe Terrace/Balcony, Rooms during High Season 2 Night minimum for Garden View
Rates
Revisions to Rates: ** Please note that many times of the year we have sales promotions that lower these rates substantially. Ensure you are up to date on these promotions when quoting room pricing. Front Desk also has some "play" in offering discounts on the BRA rate (see Discounts below). It is important to note that Front Desk discounts cannot be offered to anyone calling from "off the Island" as this will violate our agreement with our Travel Partners (Expedia, Booking.com, etc.). Rate charts for the following are provided below:
All rates are subject to a 27% (12% government tax, 10% service fee and 5% facility fee). Five Star will automatically calculate the taxes on a reservation.
Rates are for single/double occupancy. If there more than 2 persons in a room, there is an extra $35/night surcharge. Our Five Star system will automatically add this charge when the number of Adults is entered for the booking. Children 6 and under are free. Children 7 and older are entered as "adults on the booking.
Rack Rates BRA - Five Star Rate Type Code
Best Available Rate -BRA rates are used by Front Desk when entering a reservation in the Five Star system. The system will automatically choose the correct rate for you when you make a reservation. BRA is also used for reservations received from the iHotelier and the Booking.com Interfaces.
Wholesalers Net Rates (NetW - Five Star Rate Type Code)
This includes reservations from: Air Canada Vacations, Cheap Caribbean, Apple Vacations, WestJet , Hotelbeds, British Airways Vacations, Mark Travel. Exceptions: Expedia is 20% ; Liveaboard Vacations among others - 15% Net discount only (Five Star Discount Code Corp15) **Please note that these Travel Partners do not sell our Apartments or Villas. **
25% Wholesale Rate:
| Room Type | May 1 - Dec 21/20 | Dec 22/20 - Jan 4/21 | Jan 5- Apr 30/21 | May 1 - Dec 21/21 |
| Standard | $164.25 | $291.75 | $254.25 | $164.25 |
| Garden View | $179.25 | $306.75 | $269.25 | $179.25 |
| Pool View | $194.25 | $321.75 | $284.25 | $194.25 |
| Deluxe Terrace | $201.75 | $336.75 | $299.25 | $201.75 |
| Deluxe Balcony | $201.75 | $336.75 | $299.25 | $201.75 |
20% Wholesale Rate:
| Room Type | May 1 - Dec 21/20 | Dec 22/20 - Jan 4/21 | Jan 5- Apr 30/21 | May 1 - Dec 21/21 |
| Standard | $170.20 | $311.20 | $271.20 | $175.20 |
| Garden View | $191.20 | $327.20 | $287.20 | $191.20 |
| Pool View | $207.20 | $343.20 | $303.20 | $207.20 |
| Deluxe Terrace | $215.20 | $359.20 | $319.20 | $201.75 |
| Deluxe Balcony | $215.20 | $359.20 | $319.20 | $215.20 |
Staff Rates (STAFF- Five Star Rate Type Code)
All POCR employees are entitled to stay at the resort for a maximum accumulative seven (7) days per year at a flat discount of 50% per night from our best available pricing on that particular date. These stays would only apply for situations such as where the employee is having work done on their home, an anniversary celebration, B’Day, island visit by an immediate family member, etc. Immediate family member refers to parents, siblings, in-laws,etc...not cousins or friends. Non Immediate Family Members (e.g, Cousins or Friends) can have 25%/night Max 14 days/year
- Personal and Immediate Family Stays -50%/night Max 7 days/year – Discount Code STAFF
- Stays when the 7 days has been used or Stays by Non Immediate Family Members (e.g, Cousins or Friends) Discount Code – STAF&F
Where an employee requires discounts on days exceeding seven (7) accumulative days per year to a maximum of fourteen (14), or where the employee wishes to provide subsidized stays to a non-immediate family members, the discount for the extra days will be reduced to 25% per night from our best available pricing on those particular dates.
Front Desk agent's can book rooms for staff only where occupancy is expected NOT to exceed 85%.
Rate Discounts
Front Desk Discounts
Front Desk discounts are available only to rates quoted to walk in or locals. Do not discount rates for requests from off-island customers. (North American, etc) as it violates our Travel Partner agreements. Front Desk Staff making reservations can offer guests 5, 10, or 15 percent discounts anytime* on Rack rate under the following conditions:
- FD05 -5% discount to a returning guest or as a maximum discount when hotel occupancy is 80% or higher
- FD10 -10% discount when occupancy rate is 40% or lower
- FD15 -15% discount when occupancy rate is 40% or lower and the walk-in is a "hard" sell
*This discount cannot be combined with any promotion or room/rate sale on at the same time.
Turks Resident's Discount: RESIDE
With proof, any person who lives on any Turks and Caicos island can have 10% off Rack for Turks Residents (with proof). Use Discount Code: RESIDE in Five Star.
Returning Guest Discount: RGD or PLAT10
- Bronze (stayed with us at least once for a minimum of 4 nights) - 7% discount
- Silver (stayed with us for a combined stay of 30 days or more over the years) - 8 1/2% discount
- Gold (stayed with us or a combined stay of more than 50 days over the years)- 10% discount
If you know a guest has stayed with us with visits totally at least 30 nights, you can give them the Platinum Returning Guest code ). You can just count the nights when you use History and scan the Guest Records for how many nights they stayed with us. Guests also receive the RGD code after they complete the Customer Survey they are requested to complete once they have checked out. Be sure to mention this to the guest checking! Exception: Sports groups returning never get the RGD code.
Turks and Caicos Kiteboarding: TCK05
When a customer mentions that they were referred to Ports of call Resort by TCI Kiteboarding extend them an extra 5% discount off even our sale pricing.
Kite Provo Discount: KP05
FBO Pilots (from Provo Air Center or Blue Heron Air Center)
- Front Desk Discount Code: PROAIR or BLUEH
- Corp code:
Travel Agents/Industry Discounts:
Corporate Discounts:
Approved corporations receive 15% off BRA. Use code: CORP discount in Five Star.
Front Desk Responsibilities
Introduction
The Front Desk is staffed with friendly, customer service individuals. You are one of the most important staff of the resort as you are the first contact and impression for arriving guests as well as for potential guests calling the resort to inquire about booking. You also have the most day to day contact with guests staying at the resort and can very much influence a guest’s decision to stay with us again or recommend us on Trip Advisor or to an acquaintance.
Regardless of personal or health issues, all front desk staff must appear happy and smiling at all times, including presenting an upbeat, happy voice tone when answering the phone or talking to guests or fellow employees.
It is the responsibility of every Hotel employee to make guests’ experiences at Ports of Call Resort as pleasant as possible, and that responsibility includes:
- greeting guests in a pleasant manner
- answering guests’ questions (or directing them to another Hotel employee who may be better able to answer them)
- picking up and properly disposing of any garbage or litter seen on the grounds, tables or floor
- bringing to the attention of appropriate personnel anything about the Hotel that seems to be out of order, and
- generally doing whatever can be done to make the Hotel and grounds as spotless and attractive as possible!
Dress Code
You must be outfitted in the company supplied uniforms at all times and have a clean, tidy, conservative appearance.
The Ports of Call polo shirt is to be worn at the beginning and throughout the shift; the associated navy pants and appropriate shoes are always to be worn during the shift.
Wear name tags at all times on the right breast side of the polo shirt.
Front Desk Schedule
The Front Desk schedule is as follows:
Shift #1 6 am till 2 pm
Shift # 2 10 am till 6 pm
Shift #3 2 pm till 10 pm
Shift #4 10 pm till 6 am
*all shifts equal 7.5 payable hrs (8 hrs less ½ hr lunch 1 person per shift)
Weekly schedules for the following week are provided each Thursday. It is the your responsibility to provide the supervisor with a list of any dates you cannot or wish not to work at least three (3) days prior to the preparation of the schedule. Any arrangements you make with another Front Desk staff to cover any of your assigned shifts must be approved by the supervisor.
Sickness
In the event that you are feeling ill and suspect that they may not be able to work a shift the next day, you are expected to notify your Supervisor, Manager or Assistant Manager directly, either in person or via phone, at the hotel or on their cell. Simply leaving a message at the hotel is not acceptable.
It is imperative that you notify your manager as soon as possible in the event that you are scheduled to work a shift on your own and are not feeling well but have not been able to provide a minimum of four hours notice as shift arrangements must be made for a substitution.
Staff Contact Numbers
The contact numbers for all staff are on Five Star under Contacts. Take copies of the important #’s to be available for your use at home if necessary.
Problems or Complaints
It is critical that front desk staff notify the Supervisor, Manager or Assistant Manager immediately re any serious guest complaints or room problems so that these can be corrected immediately.
Record all guest concerns in Five Star as soon as you are told of the concern. Even if a guest is “not complaining” and just talking to you about something… e.g., wish you guys had a …; gee who was making all the noise last night…even innocent comments can come back in the way of a negative Trip Advisor. Even if you feel you have successfully dealt with the concern, still document it in Five Star. Please record the comment in the guest reservation.
- Record Guest concern in guest actual Five Star screen under Guest Preferences. Also write the issue in the Log book found on the front desk.
- Report Guest concern to management immediately by both verbal communication and an email to support that you passed on your concerns.
- Where the issue is major, inform all other front desk staff (calling them at home if necessary) to ensure that they are aware of the situation and can deal with it effectively if it arises during their shift.
- Follow-up the next day with management to ensure that they fully understand the situation.
Front Desk staff are authorized to offer up to a $15. Room credit or a $25. Bar Credit to pacify a disgruntled guest. If more is needed to pacify a guest to speak to the Manager or Assistant Manager to approve any additional perks that may be required.
Room Maintenance Issues: Prepare request slips for the Maintenance Department for any issues reported by guests, notify Maintenance of the new request, and enter it in the Maintenance Log. Notify the Front Desk Manger if any fault reported by a guest is serious enough to render that suite unusable, so that we can move that guest to another suite.
Guest Interaction
It is important that the we maintain enough space between us and the guest when communicating, practice the 5ft- 3ft rule:
5ft – make eye contact, hints or gestures to show signs of acknowledgment for the guest.
3ft – acknowledge the guests both verbally and non- verbally.
Please ensure to maintain that 3ft distance when communicating with a guest at every opportunity. This shows professionalism and is also a means of protecting yourself from any possible attacks.
Always remember to display a positive attitude and offer a smile.
As guests walk by always smile, ask them if they are enjoying their stay or ask if you can assist them in any manner and remind them about any activity that is going on that day such as the Managers Social, Bingo, Fish Fry, etc.
Telephone Etiquette
All telephone calls incoming should not ring more than 3 times before it is answered; in the event you have a guest or was already on the phone, kindly do the following:
- Ask guest in front of you or on the phone for permission to answer the new incoming call.
- Pick up the call and retrieve details and then either place the caller on hold or take information and advise them you would give a return callback.
- Keep no person on hold for more than 30 seconds. If necessary, take the persons name and number and tell them you will call them right back.
When answering the telephone, practice using the IGO method for both internal and external calls:
I – identify yourself to the caller
G – greet the caller appropriately
O – offer the caller assistance
At the end of the conversation thank the guest for making the call.
Please maintain professionalism when speaking on the phone with the guest; be as clear and as concise with conversations and enunciate yourself, this shows confidence.
Supervising Hotel Security
Presidential Security provides a Security Guard daily from 6 pm until 6 am. If the Security Guard does not show up, Front Desk should call:
232-1000/232-7000.
The Front Desk staff is responsible for overseeing the Security Guard and ensuring that the Guard is not simply hanging around the lobby area. Front Desk has the authority to instruct the Security to perform his duties. See detailed Security Duties provided by management.
The Security Guard can also cover the Front Desk when the Night Auditor has to use the washroom facilities.
Performing Daily Front Desk Activities
Shift Preparation
At the start of each shift Front Desk Staff should confirm the amount of the Front Desk cash float being handed over to you at the start of your shift, and sign for same. You should then check our Five Star Program to determine what rooms are available as well as check any supplied information on guests arriving that day such as Birthdays, special requests, frequent guests, etc so that you are prepared to greet them by name and mention such things as their B’Day, first names, etc.
Front Desk Staff should also check the Whiteboard in the office at the start of each shift re any special instructions from the GM or Asst Manager , notification of what room is being used as a change room for guests without rooms,etc.. Over the shift, staff can add comments to the Whiteboard re room deficiencies called in, etc.
Speak with Housekeeping to advise which guests have checked out, to determine the “ready” status of all rooms, and to see whether early-arriving guests can be accommodated right away. The Front Desk should always have an up-to-date picture of room status throughout the Hotel.
The following tasks are mandatory and are to be completed daily depending on which shift you are working.
There is a form to use to confirm and submit to Supervisor/ Manager for acknowledgement and filing.
Morning shift (6am- 2pm)
- Complete float count (ensure this is witnessed)
- Confirm wake up calls
- Ensure continental breakfast is set up and staff is present
- Clean and organize workstation
- Check and update logbook from previous shift
- Check/ respond to emails promptly (kindly ask for assistance if not completed on shift)
- Print all daily reports (arrivals/ departures/in house/ housekeeping)
- Check arrivals comments and special request (update team/ do arrangements)
- Email an updated arrival report at 8:30am to Reservations Department and Management
- Ensure checkouts are done and all billing are settled before the end of shift
- Prepare arrival packages and keys
- Ensure room reservation deposits are posted
- Print end of day transaction report and assemble with work for Night Audit
- Do a shift turnover
Mid shift (between 10am- 8pm)
- Check and follow up with logbook
- Check and reply to emails promptly
- Assist with preparing arrival packages and keys
- Check arrivals comments and special request (update team/ do arrangements)
- Ensure room reservation deposits are checked and posted
- Assist with departures and ensure this is done in system
- Relief for break periods (Supervisors/Managers to assist where necessary)
- Do arrival guest follow up calls and record responses
- Assist with any special occasion arrangement/ delivery
- Print end of day transaction report and assemble with work for Night Audit
- Print end of day transaction report and assemble with work for Night Audit
Evening shift (2pm- 10pm)
- Complete float count (ensure this is witnessed)
- Assist with arrivals
- Check logbook and update
- Check emails and reply promptly
- Maintain neatness at workstation
- Update arrival information in the system and attach scan documents
- Complete a bucket check and pull departures and past guest information
- Log all wake up calls for Night Audit/ Morning shift to follow up
- Ensure all Bar/ Beach beverage charges are recorded and filed
- Print end of day transaction report and assemble with work for N/Audit
- Close out daily float with Night Audit.
Handling Reservations
Our Reservations Department - located in Canada handles most reservations for the resort. Front Desk staff should all be aware of and understand the following policies and their role working with the Reservations Department. If at anytime there is a need to contact your Supervisor or the Resort Manager and they are not available, you are encouraged to call or email the Reservations Department for further direction.
.
How Reservations are Received
Our property management system (PMS) is called Five Star. It is the software that you use daily to entering reservations, checking in/out guests and recording guest charges. The Reservations Department is responsible for handling most reservations, however there are times you will need to enter a booking in the system. Our reservations are received from a variety of suppliers and entered into the system either by way of manual input or automatically through a interface that connects directly with our Five Star system.
Reservations Interface with Our PMS
- our own direct booking website
- Hotelbeds (BRA less 25%)
- Expedia for Villa Bookings Only (BRA less 20%)
- Booking.com for Villa Bookings only (BRA)
Expedia and Booking.com room reservations also interface with Five Star but not through iHotelier. Reservations are sent directly to Five Star from Expedia/Booking.com websites when a guest makes the reservation. Important: Interfaced reservations have different policies for rate and refunds than those reservations made directly with us.
Policies and procedures applicable to the Front Desk and reservations are detailed below:
- Calls made Through the 1-888 or 649-946-8888 number
- Reservations requested through Info email
- Reservations made from Tour Operators/Wholesalers
- Front Desk Walk-in Reservations - Discounts, Free Upgrades
- Taking Deposits
Calls made through the 1-888 or 649-946-888 Telephone Number:
When consumers call our 1-888-678-3483 number, it is answered off island by the Reservations Department.
| Requests for: | Action: |
| room stays of 1-3 nights | Make the reservation yourself as trained- i.e., directly into Five Star reservation system. Be sure to enter their email address to send the confirmation and credit card details to take the required deposit. |
| room stays of 4 plus nights |
Proceed as follows:
|
| group bookings | Direct all requests made for group bookings to [email protected], Be sure to take down the potential customer's name and phone number so and any details about the group you can obtain from the caller. |
| conference room bookings | Forward call to Assistant Resort Manager if he is available. If not available, get the name, telephone number, requested dates, write down, repeat back and tell them that you will have someone from Reservations call them back that day. |
| hotel Information | Potential groups may call to ask general questions about the resort, island, weather, facilities, etc. It is critical that you sincerely express how our resort is truly the best value on the island…that we are clean, modern, have recently renovated the entire property with new furniture, we have all the amenities of pricier resorts such as a hot tub, fitness room, free wifi, our own beach with beach shuttle service and that free breakfast is included. Most importantly mention that we are a very friendly resort that makes guests feel that they are among friends. If they express concern about not being on the beach tell them that their room will be closer to the beach than many of the more expensive rooms at beachfront resorts and that our property has a great pool area, incredible gardens and hourly beach shuttle service to our own attended beach with chairs. |
Quote Requests Made Through Info Email Inquiries:
All inquiries for reservations made by email either through the [email protected] are to be handled by the Reservations Department during business hours. Sometimes the airlines will send request for Crews or distressed passenger bookings after hours. Make sure these emails are handled immediately either by yourself, reservations department or front desk supervisor.
Resort Email Accounts:
- [email protected] (managed by Jade & Shay Papke)
- [email protected] (managed by Wendy Papke)
- [email protected] (managed by Front Desk)
Reservations Made from Tour Operators and Wholesalers:
If you receive any communication concerning marketing, rates, special requests or complaints from the OTAs, direct them to our North American office attention Wendy Papke at [email protected]
Front Desk Walk In Reservations:
Discounts the Front Desk can Give Walk-Ins (or locals) without Manager Approval Front Desk Staff making reservations can offer walk-ins or locals 5, 10, or 15 percent discounts anytime* on BRA rate under the following conditions:
- 5% discount to a returning guest or as a maximum discount when hotel occupancy is 80% or higher
- 10% discount when occupancy rate is 40% or lower
- 15% discount when occupancy rate is 40% or lower and the walk-in is a "hard" sell
*This discount cannot be combined with any promotion or room/rate sale on at the same time. See Rate Discounts for Five Star codes to use.
Taking Deposits:
When and How Much Deposit is taken on a Reservation: Deposits must be taken on the day the reservation is made. If you make the reservation yourself, charge the credit card immediately on making the reservation. All rooms must be held with a credit card or cash deposit as follows:
- 1 night during summer season(May 1 to Dec 21)
- 2 nights during winter season (Dec 22 to April 30)
If a credit card is not available, casg must be given by the guest as soon as possible. Follow up daily to ensure deposit has been givien.
What types of Bookings have a Deposit Taken: Deposits are taken on all reservations made using Rack rate (1RCK - 5 Star code) and are not "direct bill" (DB - 5 Star Code). Every Front desk staff must know how to take them correctly. Is there a Report that Lists Deposits Required: There is a 5 Star Report that can be printed daily that displays what reservations need deposits to be taken. On 5Star, go to Front Desk Reports/ Deposits2 - Deposits Required on Rack Rate. When a Deposit Cannot be Taken: If for some reason a deposit can't be taken (credit is declined), it has to be documented on the reservation so we don't keep wondering why there is no deposit. Remember to follow up to get a working credit card within the next day (email or call the customer).
Creating Reservations in Five Star
Reference Sheets
(to be linked once final versions are completed)
- Blue Heron
- Grand Turk Cruise Center
- Local Corporate
- Provo Air
- .... (add others that are applicable to front desk)
| Step (1): User I.D. | Type your User I.D. |
| Step (2): Password | Type your Password |
When both fields are complete, press enter to login.
| Step (3): Hotel Management | Select Hotel Management |
| Step (4): Reservations | Select Reservations |
| Step (5): **Create another Reservation ** | Select ** Create another Reservation ** |
| Step (6): Arriving | Click the calendar icon and select the guests arrival date (format: yyyymmdd) |
| Step (7): # of Nights | Enter the number of nights |
| Step (8): Departing | Field will automatically upate based on steps 6 & 7 |
| Step (9): Corporate Code | Click the magnify glass icon and select the corporate code |
| Step (10): Adults | Enter the number of adults |
| Step (11): Kids | Enter the number of kids |
| Step (12): Rooms | Leave as 1 room (make a new reservation if guest would like 2+ rooms). |
| Step (13): Room Type | Click the magnify glass icon and select the room type (a pop-up with room rates for each rate type will appear; click exit) |
| Step (14): Rate Type | Click the magnify glass icon and select the rate type (a pop-up with room rates for selected rate type will appear; click exit) |
| Step (15): Discount | Click the magnify glass icon and select discount code (if applicable) |
| Step (16): Continue | Click to go to next screen |
Completed Version Example:
| Step (17): Last Name | Type guest's last name |
| Step (18): First Name | Type guest's first name |
| Step (19): Addr 1 | Type guest's street number and name |
| Step (20): Addr 2 | Type guest's city, province/state |
| Step (21): Addr 3 | Type guest's country |
| Step (22): Postal/Zip | Type guest's postal or zip code |
| Step (23): Telephone | Type guest's phone number |
| Step (24): Mobile Phone | Type guest's mobile number |
| Step (25): Settlement | Click the magnify glass icon and select settlement code |
| Step (26): Cr. Card # | Type credit card number |
| Step (27): Expiry | Type expiry date |
| Step (28): CVV | N/A |
| Step (29): Email Address | Type guest's email address |
| Step (30): Arriving | Click the calendar icon and select arrival date |
| Step (31): # of Nites | Enter the number of nights |
| Step (32): Departing | Field will automatically upate based on steps 30 & 31 |
| Step (33): Guaranteed | N/A |
| Step (34): Bill to Folio | N/A |
| Step (35): Corp. Code | Click the magnify glass icon and select corporate code |
| Step (36): Travel Agent | N/A |
| Step (37): # of Adults | Enter the number of adults |
| Step (38): # of Kids | Enter the number of kids |
| Step (39): # of Rooms | Leave as 1 room (make a new reservation if guest would like 2+ rooms). |
| Step (40): Room Type | Click the magnify glass icon and select room type |
| Step (41): Rate Type | Click the magnify glass icon and select rate type |
| Step (42): Room Rate | Click the yellow 'DR' icon to view/edit daily rates |
| Step (43): Rate Information | Click '$' icon to view more information on rate (total, taxes, adr, etc.) |
| Step (44): Discount | Click the magnify glass icon and select discount code (if applicable) |
| Step (45): Continue | Click to go to next screen |
Notes:
• Step 17 - 24: If there is more than one person staying, use the main guest (i.e. the one whose credit card is being used, meets check-in age requirements, etc.).
• Addr 1 - 3: Information can be collected at check-in. Refrain from using short forms (i.e. Maple Ave.)
Completed Version Example:
| Step (46): Flight No. | Type guest's flight number/airlines (if known) |
| Step (47): Arrival Time | Type guest's flight arrival time |
| Step (48): Special Request | Type any requests (if none, type no) |
| Step (49): Special Occasion | Click the magnify glass icon and select special occasion code |
| Step (50): IATA # | Type IATA Number (only if it is a travel agent booking) |
| Step (51): Marketing Category | Click the magnify glass icon and select marketing category |
| Step (52): Market Source Code | Click the magnify glass icon and select market source code |
| Step (53): PO Number | Type PO Number (applicable for Government bookings only) |
| Step (54): History Notes | Add rate notes |
| Step (55): Comments | Type any other notes you feel are important |
| Step (56): OK | Click to go back to main enter/edit screen |
Completed Version Example:
| Step (57): OK | Click to complete reservation |
| Step (58): Billing/Receipt Codes | Click exit |
| Step (59): Record Guest Charges | Click exit |
| Step (60): Reservation # | Communicate confirmation number to guest; click OK to exit (takes you back to Guest Search screen) |
Sending Email Confirmation
Once you have completed steps 1 - 59, you must go back to the reservation to send a confirmation email to the guest.
| Step 61: Res # | Reservation Number (in case you needed to repeat to the guest) |
| Step 62: Guest Prefs | Click 'Guest Prefs' to go Guest Preferences screen |
| Step (63): Letter | Click 'Letter' |
| Step (64): Type of Letter | Click drop down menu and re-select C - Confirmation Letter |
| Step (65): Subject | Type email subect line |
| Step (66): OK | Click 'OK' to send confirmation letter |
Checking Guests In
First impression lasts - You are the first and last person the guests sees when they enter and depart the hotel; as such you are required to always display a friendly, professional and welcoming attitude. Guest service professionals aim to always exceed guests’ expectations by going above and beyond to create memories.
Check in - 3:oo pm
Our goal is to have all incoming guests feel welcome and at home within seconds of arriving in our lobby and moved into their within 10 minutes of arrival even if they arrive before 3:00 pm. (see Greeting Arriving Guests below)
Preparing Arrival Packages and Keys
These are prepared by the morning shift. The packages contain the Registration card for the guest to sign, the key card holder with 2 rooms keys, wifi password, a towel card for each person in the room and a welcome letter highlighting resort information. Front Desk must check the info email account for any changes from the Reservations Department to room assignments or new same day reservations that require reprinting the Registration Card or preparing a new Arrival Package.
Greeting Arriving Guests
Welcome guests in a pleasant and enthusiastic manner, including a wish that they had a pleasant flight to Providenciales. If you recognize them from a previous visit welcome them back. The Five Star reservation and Notes made by Reservations Dept will indicate if this is a repeat guest. Also the RGD discount code is for repeat guest so will should always know if they are repeat guests - unless they booked 3rd party as we do not discount 3rd party repeat guests. Note that Five Star will consider a cancelled guest reservation where the guest did not come as a visit so may say "Guest's 2nd stay" when n fact they did not stay. Read notes on Preference screen always to avails welcoming a repeat guest which is not.
Always watch for arriving guests and even if you are busy handling another customer smile at the arriving guest and welcome them to the Ports of Call Resort. Call Bartender immediately on seeing an arriving guest to prepare the appropriate number of welcome drinks.
Action:
- Greet guests and offer a cold towel
- Offer welcome drink (if Bar is not open, provide the guest with welcome drink tickets to use when the poolside bar is open.
Checking Room Readiness
Guests can arrival anytime before or after our hotel policy's check in time. Hopefully all rooms will be ready when the guests arrive.
If the room is not ready, call Housekeeping to request the status of the room's readiness. If you do not hear back from Housekeeping within 5 minutes, go to the room yourself to check. If you are working alone, ask your manager/supervisor to either go to check the room or watch the Front Desk for you.
When a room is not ready, the following policies apply:
- If room is not available for more than 15 minutes -- give the guest the Introductory letter to read as well “Helpful Resort Info” book to review and suggest that they have a drink at the bar (if the bar open).
- If the room will be delayed for more than a half hour -- inform the guest about the room we have available for 15 minutes at a time to change into different clothes, bathing suit , etc and then they can store their suitcases in our storage until their room is ready
- If they have arrived after our 3 pm check-in time and their room will not be available for a half hour or more -- recommend all of the above plus offer the person and his guests another free drink at the bar and notify the bar staff what you have done so they can record it as Customer Service Drinks.
Calling the Houseman
If you are booking them into a second or third floor room notify a houseman/porter to come for assistance early in the checking on procedure so that the guest does not have to wait for the houseman/porter. As a nice gesture, offer the porter to first floor guests also.
Handling a Long Line of Check ins
If guests are lined up waiting to speak to you they should be acknowledged and told that you will be with them shortly. If more than three guests are waiting and you believe that you will not be able to assist them all quickly you should summon assistance from the back office or the Manager or Assistant Manager (whoever is on call)
If someone is consuming a lot of your time, pause them for a few seconds and ask out loud to the others in line if any of them have a quick question that can be answered and get them on their way. Nothing is worse than a person feeling that they are being ignored.
Processing the Guest Check in
Check in guests, according to the reservation details on hand, and ask if there are any special considerations we can address for them. Phone the Bartender to provide the guest with a complimentary welcome drink, explain the energy conservation system in place in their suite, and direct them to their suite.
Ensure that tour operator vouchers are obtained where applicable, and/or that credit card authorization is obtained for an amount sufficient to cover expected costs.
Ensure each Registration Card is completely and legibly filled out, and guest signed )
Make a copy of their picture ID and credit card
Notify the Manager or Assistant Manager re Birthdays, Anniversaries or Special VIP Guests so that a decision can be made whether we do something special for them or not.
Taking Security Deposits
Upgrading Guest Rooms
If a customer checking in requests a better room and there are rooms available that will not interfere with future incoming guests ,Front Desk Staff are authorized to upgrade for a discounted price from the cost of the regular upgrade as per the digital sign . Front Desk Staff should be able to assess the situation correctly to keep/make the guest happy. You have some room for discount using the Front Desk discount codes or use the following guidelines.
Garden to Pool View Regular Extra $20/night Only $15/night Garden to Walkout Terrace / Balcony Regular Extra $40/night Only $30/night Pool View to Deluxe Walkout Terrace / Balcony $20/night Only $15/night
Incentive to Up Sell Rooms: Upgrade commission is only applies where the person already had a reservation on the books...not walk-ins. Record your guest name, date, and room details of your up sale. Forward your record to your Manager for verification.
Staff will get a 10% Commission on their payroll for any upgrades sold upon check-in Use Billing code 'UPGR' for pre-tax amount for entire stay. Put on incidental folio unless booked directly ('FRONT') or ('IHOT01' with rate code BRA)
Ex. GV to PV for 5 days would be $15 x 5 days = $75 + 27% tax. Staff would get 10% Commission on the $75 (Commission = $7.50)
Explaining the Property to the Guest
Important things to tell guests when checking in:
- Guest parking is at the rear as we must keep the plaza spaces open for shoppers and people going to the plaza restaurants and bars.
- Explain how expensive electricity and water is on the island and ask them to help us conserve.
- Explain how the rooms are cleaned and re-stocked everyday but that linens are cleaned every 3 days and towels every day if they are left on the floor.
- Show them the current wifi password is written in the key card
- Explain the towel distribution process for the green pool/beach towels
- Show them the white Hotel Resort Info book and recommend that they spend 10 minutes reading it as it provides some very helpful information on the resort and the island.
- Explain how we own the adjoining plaza and that they get special discounts from some of the retailers there.
- Remind them that we provide Free Breakfast till 10:00 and always suggest they try one of three restaurants and bars at the plaza for their lunch or dinner and that Dive Provo is the leader on the island for diving, they can rent a car or recreational vehicle at Caicos Wheels and enjoy a spa at Spa Tropique. If they want further ideas direct them to the Where, When, How magazine in their room or the white Hotel Resort Info book.
- Explain where the IGA is
Do not recommend competitors to our plaza tenants who pay us monthly rent and rely on our recommendations. While we realize staff receive commissions from other restaurants, tour operators , cab drivers, etc we must support our own plaza tenants and recommend them first.
- Explain to guest about the :
- The F/D operation *what we do for the guests
- The breakfast hours of operation
- Beach towels/ buggy pick up and beach team services
- Pool/ jacuzzi opening hours *explain diving/ lifeguards/ kids age restriction
- Fitness center hours of operation & location
- Poolside bar operations & Bar-B-Q grill *promote the happy hour
- List of events happening for the week *ensure to invite guest to participate
Following Up on Guest Arrival
Explaining Flipto to Arriving Guests
Summary of Check in
- Greet guests and offer a cold towel
- Offer welcome drink
- Explain to the guest how to complete the registration form
- Request a copy of an ID and CC for incidentals
- Verify that full payment is applied to hotel reservation
- Confirm that the room is ready with H/K
- Issue guest keycards and welcome package
- Explain to guest about the :
- The F/D operation *what we do for the guests
- The breakfast hours of operation
- Beach towels/ buggy pick up and beach team services
- Pool/ jacuzzi opening hours *explain diving/ lifeguards/ kids age restriction
- Fitness center hours of operation & location
- Poolside bar operations & Bar-B-Q grill *promote the happy hour
- List of events happening for the week *ensure to invite guest to participate
- Offer assistance with guest luggage and escort or give appropriate directions to get to room
Checking Guests Out
what is ZHOU account etc
Check out - 11:00 am
Guest Check-Out Goal
Our goal is to have all outgoing guests
Releasing the Security Hold
when to, room checks, villa checks, smoking charges, cash given? Gov't holds
Handling a Long Line of Check Outs
Checking a Guest Out Early
depends how they booked?
-3rd Parties so if they check out early remember the following:
Check main folio for any incidentals, move to inc folio, charge & checkout
Post code 'ED' for Early Departure for any unused nights
Add in comments when guest checked out and why
Check out guest
Checking a Guest Out Late
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Summary of Check Out
- Verify check out date is correct
- Verify charges on account are correct and settled
- Void CC deposits
- Collect room keys and towel cards
- Ensure guests bags are picked up
- Offer assistance for taxi service if they don’t already have it arranged
Taking Payments Policies
- Deposits
- Credit Cards
- Checks
- 3rd Party Authorizations
Deposits
Deposits are taken on all reservations that use the rate type BRA or any rate plan code from our own website. Deposits are not taken on "direct bill" (DB - Five Star Code) or reservations given from OTAs with a Virtual Credit Card, e.g. Expedia.
Why we take a deposit on a reservation:
- To guarantee the room for the guest.
- To validate the credit card before arrival.
- To make sure we have monies available if the reservation is cancelled outside the free cancellation period.
When and How Much Deposit is taken on a Reservation:
Deposits must be taken on the day the reservation is made. Deposits are calculated on the daily rate amount plus 27% taxes and is based on the time of year:
- 1 night deposit during summer season (May 1 to Dec 21)
- 2 night’s deposit during winter season (Dec 22 to April 30)
As the Reservations Department is in another country, they send Front Desk (via email) a list of all deposit amounts that need to be processed using the Merchant Credit Card Machine. It is the Front Desk agent's responsibility to charge the credit cards, record the amount in the Five Star reservation, and send back an email to the Reservations department stating the deposit status - successful transaction or declined credit card.
Reservations made directly by the Front Desk Agent:
If a credit card is not available for a local resident, cash or money order must be given by the guest as soon as possible. Follow up daily to ensure deposit has been given.
If for any reason a deposit can't be taken (credit is declined), document all actions you took on the reservation so the Reservations Department knows why there is no deposit. Remember to follow up to get a working credit card within the next day (email or call the customer).
Cancel a reservation after your efforts fail after making 2 attempts at trying to get a deposit for the room.
Credit Cards -To Protect Against Credit Card Fraud
Accept or authorize credit cards only if the cardholder is registered as an occupant or co-occupant of the room for which the card is being used as payment. The signature on the registration card must match to the signature on the credit card and other identification presented. This will stop any charge-backs from the credit company once the guest has left the hotel.
Occasionally a 3rd party can credit card can be used to pay for the reservation if a special form is completed. See below -Third Party Authorization.
Resort Procedures:
On Check in - Compare the name on the credit card provided to the name to the Registration card. It must match. Photo copy front and back of card with the picture ID.
ASK if the card presented will be used for checkout and note it in Five Star (to start off check out charges and speed up the check out process). If changing their credit card, get new card now. If the deposit was paid with the other credit card, refund the deposit to the credit car used for deposit and apply all charges to the new credit card presented.
If the person on the Reservation is NOT the one paying for the room, make a NEW Registration card with that name person and do the same as original registration. Photocopy front and back of credit card plus copy picture ID.
Even if guests are married, do a new Registration card. Refuse Check In for anyone not wishing to do this. Contact Resort Manager. You can also direct guest to the nearest ATM for cash and get entire payment upfront.
On Check Out - If guest changes credit card on check out:
Make a NEW Registration card with that name person and do the same as original check in registration. Photocopy front and back of credit card plus copy picture ID. Reprint Check out documents with the new name.
If they refuse to provide ID or credit card signature does not match the id, contact Resort Manager or Assistant Manager. Get cash payment. We can stop them from leaving the island if payment in full is not provided.
Accepting Checks
Accept checks only from our regular business partners; for non-regular businesses, payments must be made by credit card or cash.
Regular business partners are businesses we know are on island and have on island bank accounts. They have a past business relationship with us. If you are unsure, contact the Reservations Department for a decision on whether you can accept a check for deposit/payment.
Third Party Authorization
Authorization form for front desk (show form) or request Reservations Department to send through esert provider.
Recording Guest Charges/Refunds/Cancellation Credits
All guest charges, payments deposits, cash sales, adjustments, refunds, cancellation credits etc. can be recorded on the Record Guest Charges screen. You can access it from the hotel menu, or while doing anything else from the F7 Tools menu. You also see the screen when checking in a guest whose settlement method has a zero credit limit, such as cash, check, debit card etc. And you see the screen when you do a check out. There, you can post just the final payment, as well as other charges such bar bill, as you post the settlement.
Deposits
To record a deposit, select the guest folio to which the deposit is to be recorded. An advance deposit is automatically defined by Five Star as any payment made in advance of the check in. The record Guest Charges screen normally shows you only guests that have checked in, since that’s the group to which you do most of your postings. But for deposits, normally you select the first option on the screen to show guests by name. Next you see the list of transaction codes that can be posted to guest folios. Select the payment code and press enter. In the reference field enter the check number and the words ‘Advance Deposit’. Press enter to get to the amount field. Enter the amount, press enter, and then click the post button. The guest folio immediately reflects the deposit and you don’t have to remember to transfer it to the folio before the guest checks in. Also, you can see it on the Other button of the reservation file. Lastly, there is an option on the Confirmation Letters and Cards program that prints a deposit receipt.
Room Charge Adjustments
Incidental Charges on a Direct Bill
Shared and Incidental Folios
In addition to the main folio, you can create incidental and shared folios too. Some guests need one folio for room charges, a room with 2 persons sharing may need separate folios to pay their own charges. Create additional or incidental folios in the Create Additional Folios screen.
Cancellation Refunds
- Post as normal using billing code RCANC for the full penalty.
Cancellation Without Any Credit for Future Use (e.g., 3rd Party Booking)
- Post as normal using billing code RCANC for the full penalty.
Cancellation Credits for Future Reservations
- Create a new booking in that persons name
- Arrival: Date of expiry
- # Nights: 0
- Room type: ZHOU
- Rate code: CACR
- Add notes stating old conf #
- Use billing code 'FC - Future Credit' for the amount
- negative value on old booking
- positive value on new booking
- Cancel the old booking
- Create a new booking in that persons name
- Arrival: Date of expiry
- # Nights: 0
- Room type: ZHOU
- Rate code: CACR
- Add notes stating old conf #
- Post RCANC for 50% of amount on old booking
- Post FC - Future Credit' for other 50% (negative value) on old booking with reference 'valid for x days or years)
- Post Same FC value (positive #) on new booking with reference 'credit from #123456. Will look like a deposit on new booking.
- Cancel the old booking
- If guest does not use the new booking by the expiry date, when checking arrivals for that day post RCANC for the amount before tax (should net to zero) and then cancel booking with comment did not use. If we do honor at a later date, a new folio would be made with a negative RCANC
Relevant Billing/Receipt Codes
| Code | Description | Folio | Notes |
| 1 | Invoice Balance Outstanding | Credit | Only to be used for Direct Bill reservations |
| 3 | Paid by Visa | Credit | Amount charged to visa card |
| 4 | Paid by Amex | Credit | Amount charged to amex card |
| 5 | Paid by Mastercard | Credit | Amount charged to master card |
| 6 | Paid by Discover | Credit | Amount charged to discover card |
| 8 | Paid by Cash | Credit | Amount provided in cash |
| 10 | Paid by Check | Credit | Amount provided by cheque (add check # to ref) |
| 13 | Refund – Visa | Credit | Amount refunded to visa |
| 14 | Refund – Amex | Credit | Amount refunded to amex |
| 15 | Refund – Mastercard | Credit | Amount refunded to master card |
| 16 | Refund – Discover | Credit | Amount refunded to discover |
| 18 | Refund - Cash | Credit | Amount refunded in cash |
| 8S | Security Depoist | Credit | Only to be used for cash security deposits |
| 8SR | Refund – Security Deposit | Credit | Only to be used for cash security deposits |
| A7 | Rounding | Credit | Only to be used when folio unbalanced by one or two cents |
| A8 | Adj – Room Charge w/ tax | Credit | Designed to post as a negative number (if you need to post as a positive number, record guest charge with '-' in front of amount) |
| Code | Description | Folio | Notes |
| Code | Description | Folio | Notes |
Recording a Charge to Reservation
| Step (1): Reservations | Select Reservations (if posting charge to future booking) OR Edit in House Guest (if posting charge to in-house guest) |
| Step (2): Speed Search | Type guests last name (white box will appear after typing first letter) and select the reservation |
| Step (3): Tools | Select Tools |
| Step (4): F7 Tools | Select Display/Print Guest Acct |
| Step (5): Display/Print Guest Account | Select View |
| Step (6): Report Viewer | Verify the charge(s) have not already been posted to folio |
| Step (7): Report Viewer | Click 'x' to exit screen |
| Step (8): Tools | Select Tools |
| Step (9): | Select Record Guest Charges |
| Step (10): Tools | Search and select the billing/receipt code associated to charge (if the guest has not been checked in, a popup will appear, click yes) |
| Step (11): Reference | Type reference note |
| Step (12): Amount | Type amount |
| Step (13): Tools | Click Yes |
| Step (14): Post | If you have no other charges to post, click post. If there are other charges to post on same reservations, skip and go to next step. |
| Step (15): Charge | Type charge code (or hit 'F2' to view full list) |
| Step (16): Reference | Type reference note |
| Step (17): Amount | Type amount |
| Step (18): Review | Review the numbers and click yes |
| Step (19): Post | If there are no further charges, click post (if you have other charges to post, repeat steps 15 - 18) |
| Step (20): Confirm | Click Yes |
| Step (21): Tools | Select Tools |
| Step (22): F7Tools | Select Display/Print Guest Acct |
| Step (23): Display/Print Guest Account | Select View |
| Step (24): Charges | Review charges posted correctly |
| Step (25): Exit | Click 'x' to go back to main reservation screen |
| Step (25): Charges | Guests outstanding balance |
| Step (26): OK | Click OK to exit and return to main reservations/in-house guest list |
Using the Merchant Credit Card Terminal
Watch Video Tutorial
When cardholder is not present (deposits, post-stay, etc.)
Step 1) Open the reservation in Five Star
- Double check you are in the correct booking (review the reservation number and name
Step 2) On the credit card machine, select ‘sale’ (F2)
Step 3) Enter charge amount, then press enter
- Example: if you are charging $150.07, you would type 15007, then enter
Step 4) Enter credit card number, then press enter
- Refer to Five Star reservation screen for credit card number (look comments under ‘guest preferences’ to check if there’s any specific notes about charging card)
Step 5) Enter credit card expiry date, then press enter
- Refer to Five Star reservation screen for credit card expiry date (use format mmyy --> example March 2024 = 0324)
- If you have previously processed a transaction on this card within two minutes, a “send duplicate” message will appear. If this is an intentional second transaction, select yes (F1). If you are not aware of a previous transaction within two minutes, select ‘no’ (F2) and investigate the previous transaction.
Step 6) Review transaction status / print customer copy
- A paper receipt will print (check status: approved or declined)
- If approved, go on to step 7
- If declined, try again (if unsuccessful for a second time, do not follow next steps and inform reservations)
- Select ‘no’ (F2) for print customer copy
Step 7) In Five Star, go to ‘Record a guest charge’
- Select appropriate billing code (Paid by Visa/Mastercard/Amex/Discover)
Step 8) Add reference text (trans number and last four digits of cc)
- Example: trans#1263-4444
- Refer to credit card receipt for trans number (i.e. Tran #: 000001263)
- Refer to reservation screen in five star for cc number (i.e. 1111 2222 3333 4444)
Step 9) Enter amount charged to card
- Refer to receipt
Step 10) Select ‘Post', then open folio and print
- Staple the receipt to the folio (try to staple receipt where it’s not covering any information) and file accordingly.
When cardholder is present (check-in, check-out, in-house or making a reservation in person)
Step 1) Ask the guest for their credit card and matching photo ID
- Double check to ensure both names and signatures match
Step 2) On the credit card machine, select ‘sale’ (F2)
Step 3) Enter charge amount, then press enter
- Example: if you are charging $150.07, you would type 15007, then enter
Step 4) Insert credit card and pass terminal to the guest to enter pin number
- If the card does not have a chip, do not pass the terminal and swipe the card (communicate with the guest through the process and inform the charge amount)
Step 5) Review transaction status / print customer copy / guest signature
- A paper receipt will print (check status: approved or declined)
- If approved, go on to step 7
- If declined, try again (if unsuccessful for a second time, do not follow next steps and ask guest to proceed with a different payment method)
- Select ‘yes’ (F1) for print customer copy
- Merchant copy =ours / customer copy = guests
- Have guest sign the merchant copy
Step 6) In Five Star, go to ‘Record a guest charge’
- Select appropriate billing code (Paid by Visa/Mastercard/Amex/Discover)
Step 7) Add reference text (trans number and last four digits of cc)
- Example: trans#1263-4444
- Trans number: refer to credit card receipt for trans number (4 digits)
- Example: Tran #: 000001263
- Credit card number: refer to reservation screen in five star
- Example: 1111 2222 3333 4444
- Trans number: refer to credit card receipt for trans number (4 digits)
Step 8) Enter amount charged to card
- Refer to receipt
Step 9) Select ‘Post’
If the credit card number / expiry date is not noted on booking in Five Star, make sure to add on reservation. If there is already a credit card entered in section, add number and expiry to comments section with notes on what it was used for.
Miscellaneous Resort Policies
No Smoking Policy
It is strictly forbidden to smoke inside the rooms or non-designated smoking areas, that includes e-cigarettes. We offer guests a smoking area in the back behind the pool area.
Do not let guests smoke just outside the front door. Front Desk should politely approach guests and mention it is TCI law and fine-able for smoking anywhere in public in TCI, including the beach.
Failure for a guest to respect this policy in our rooms will result in a USD 250 penalty, which will be charged on their credit card. All guest acknowledge this policy on check in when they complete the Registration card and initial the line stating there is a fine.
Late Check Policy
- If room is booked to be occupied same day as guest requests the late check out, then:
- Inform the guest that our standard check out is 11 am to allow supplicant time for our housemaids to prepare the room for guest arriving that day, however tell them you are going to make a special exception for them and allow them to stay until noon.
- If the guest persists on wanting longer, Front Desk has the authority to extend it to 12:30 pm but also tell them that any later then 12:30 they must charge an extra $75 as we will incur extra charges scrambling to have room ready.
- If the room is not scheduled to be occupied the same day as guest is leaving, same thing as above - explain the standard checkout time is 11 am but they can extend the check out to 12:30, and then if they persist, go to 1 pm.
When occupancy is over 75%, same rules apply however the Front Desk Staff would not never extend the extra 1/2 hour in either case. It would always be 12:00 pm for same day occupancy or 12:30 pm. for next day occupancy.
Charges for Late Checkout
If you are not sure if charges should apply, contact the Reservations Department. During non-peak periods you can sometimes accommodate late departures if prearranged with the Front Desk.
An extension until 1pm will have an additional fee of $55 plus taxes and service charges.
For an extended check-out time until 3 pm there will be a fee of $80 plus taxes and service charges.
Anything after 5 pm will be a full day charge.
Room Guarantee Policy
We make every effort possible to guarantee room requests providing they are reasonable. Unreasonable requests are things that go against the hotel's policy i.e., allowing pets, smoking in room; or things that are impossible to meet e.g., turn down service or a garden view with a balcony.
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- Reasonable requests must be guaranteed/made if it is coming from a :
- Repeat Guest
- a person asking for a crib
- anyone not physically able to use stairs
- senoir citizens
- Reasonable requests are such things as
- bed type (especially if they booked using iHotelier , even an OTA through them)
- same room or bed type as last time they were here
- lower floor as can't do the stairs
- adjoining room
- travelling with others they want to be close to
- change of daily linen
- Reasonable requests must be guaranteed/made if it is coming from a :
Reservations Department will indicate special room requests directly n the guest reservation. If a guest asks for a reasonable request and meets the above conditions (i.e., repeat guest,, etc) try to meet their requests.
Exceptions:
- Maybe Christmas week during the actual holiday week BUT you also need to think and come up with some exceptions to the exception ... look at how they booked, if they are repeat guest, how far in advance they booked, how many in their party.
Free On-site Parking
Ports of Call Resort offers complimentary car parking on property. Car parking is subject to availability and strictly at the guest's own risk. Ports of Call Resort does not accept any responsibility for lost, stolen and/or damaged items what-so-ever. Front Desk must tell the guest to park their car rental in the back of the hotel, and not in the plaza parking (which is for the stores and their customers).
Onsite Laundry & Offsite Dry Cleaning
A washer and dryer for guests' use are located at the rear of the west wing. You have tokens for the machines in your drawer in the front desk. Tokens and detergent are available from the Front Desk. $2.50 /token and each load for a washer or dryer needs 4 tokens. Make sure you record the charge on the guest incidental folio.
Dry cleaning and alterations are available at the nearby Pioneer Cleaners outlet just south of the Graceway Gourmet IGA approximately a 2 minute walk from the resort. Guests will have to take the item there themselves.
Storing Wet-Suits, Dive Equipment & Kite Boarding Equipment
It is up to you to notice that the guest has the above equipment, either on check in or as they walk through the lobby with it during the day.
Please stop the guest and mention that this is not allowed in the rooms. Individual vented storage lockers are located at the outside rear of each wing and are available for rent for a fee of $5. per day for the lock. If they have their own lock, no charge is required.
Insist they rent the locker as Kite boarding or other large equipment that can damage or mark the walls is not allowed in the rooms. Dive equipment applies also (note that if they are diving with Dive Provo, their equipment is stored by Dive Provo until the last day of their diving.)
Glossary of Terms
| Term | Definition: |
| 3rd party reservations |
Reservations made from a source other than a direct booking. Third party reservations can come from Expedia, Booking.com, Hotelbeds, Airlines, Mark Travel, etc. They are handled by the Reservations Department and Front Desk cannot change or cancel these. Front Desk tells guests who request to check out early or cancel to contact their 3rd party booking agent directly. The guest does not pay the hotel for these types of reservations (Booking.com is an exception) . Payment type will say DB (Direct Bill) and it is billed at wholesale rates by our Accounting Department. On check in -Front Desk is to take their credit card only for incidental charges, such as bar charges. There must be a incidental folder set up for each DB client and Front Desk should set one up if one has not already been set up. Exception: See Booking.com |
| Black out period |
A length of time when no discounts may apply to a rate. Example: the Christmas week (Dec 22 to Jan 4) would be a blackout period. Blackout periods will be specifically mentioned if one applies. Exception: The RGD (7% to a returning guest) discount code will apply even to a blackout period. |
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Blocked Rooms (Manual) |
When you make a reservation Five Star will auto-block a room for the guest. A room can also be manually blocked meaning it can be held/assigned (blocked) specifically for the guest. Not only will the reservation indicate the room is blocked for the guest but the reservation will appear in yellow on the Five Star Rooms Booked (F6) screen. Front Desk must read all notes on the preference screen in Five Star to ensure what the reason is for the block and only move a room once consulting with the Reservations Department. Sometimes rooms are assigned for ease of moving around inventory. If there is "no reason" mentioned on the Preference screen, you can unblock and move the guest room. Contact the Reservations Department if you are unsure whether you can reassign the guest to another room. |
| Booking.com |
Is a 3rd party reservation treated differently from the other types of 3rd party reservations. Booking.com guest do pay the hotel directly with their credit card. Rates are not wholesale, they are BRA. (The hotel pays commission to Booking.com on guest check out. ) Same rules apply for 3rd party bookings in regards to requests for early checkout & cancellations. |
| Corporate Clients |
Corporate Codes are added on the reservation screen and refers to the business corporation making the reservation. It identifies where the guest is from and is usually business travel. Accounting uses this code to know where to send the payment invoice if the payment settlement is a direct bill. Not all corporations are direct bill so always read comments on the Five Star Guest Preference screen. Government direct bill pays must have a PO (Purchase Order) number associated with the reservation. Local businesses and TCI government are offered a 15% discount on our BRA rates. Discount code CORP. Examples of TCI corporations:
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| Credit Card Authorization | |
| DB | Direct Bill |
| Deposit | A deposit is an amount of money that the hotel holds from the client to guarantee a reservation. Refer to the section on Payments. |
| Five Star | This is the name of our property mange |
| Group Bookings | Checking the group pays room box will result in a group master folio having all the room and tax charges for the whole group posted to it. With no check mark in the box, each guest’s folio gets the room charges. When you book a group of 50 guests and 50 rooms for the guests, Five Star creates 51 folios, one for each group member, and a group master folio. Even if all room charges go to the master folio, each guest still gets an incidental folio for phone charges, dining room, etc. If the group charges will be invoiced, enter the corporate code here. If the reservation is coming from a travel agent, you can enter it here. On the date the group arrives, you must check in the master folio like any regular reservation. There is no need to check each guest in individually, or even do anything on the computer as you get the guests in to the property. Print the Group Report. It shows the room numbers and guest names. As the guests arrive, give out the keys from the report. When the group is all in house, run the fast check in program and all guests are checked in instantly. |
| Guest Reviews | |
| Incidental Charges | |
| Late Checkout | |
| Local Calling Charges | |
| Long Distance Charges | |
| OTA | |
| Petty Cash | |
| PMS | |
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Rate Cards |
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| Rate Discount | |
| Rate Type | |
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Registration Card |
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| Settlement | |
| Social Media for Ports of Call Resort | |
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Toll Free Number |
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Tour Operator |
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| Travel Agent | |
| Travel Agent Commissions | |
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Travel Partner Contracts |
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Virtual Credit Card |
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| Wifi Password | |
| Yield Management |
Yield management refers to the method of setting up price controls. When the occupancy level goes up, the hotel's daily rate goes up. The price increase is set for 85% and another one at 95% occupancy. When the hotel is in yield management, the dates on the Availability Summary screens are highlighted yellow. If Front Desk sees yellow dates, this means that our occupancy level is in high demand and you should not apply any Front Desk discounts. |
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