By maintaining strict control over key issue and return.

Two points:

1. Controlled issue and return — Keys should be issued only to authorised staff or guests against a signature or key card, and returned and accounted for at the end of each shift, so that no key is left unaccounted for.
2. Restricted access and periodic change of locks — Master and sub-master keys should be kept under the direct custody of the concerned supervisor (e.g., the front office manager or housekeeping supervisor), and locks or key codes should be changed periodically or whenever a key is lost, to prevent unauthorised duplication and entry.

Occupancy ratio is the percentage of available rooms in a hotel that are actually occupied (sold) over a given period. It is calculated as:

$\text{Occupancy Ratio} = \frac{\text{Rooms Sold}}{\text{Rooms Available}} \times 100\%$

It is a key measure of a hotel's performance and room revenue.

Modes of Payment Practised in Star-Rated Hotels

Star-rated hotels accept payment through several modes so that guests can settle their bills conveniently. The common modes are:

1. Cash – payment in local or acceptable foreign currency at the front desk or cashier's counter.
2. Credit/Debit Card – Visa, MasterCard, American Express, etc., swiped or tapped through an EDC/POS terminal.
3. Bank Transfer / Wire Transfer – payment made directly from the guest's or company's bank account to the hotel's bank account.
4. Cheque / Bank Draft – accepted mainly from corporate clients, travel agents and regular accounts, usually against prior credit approval.
5. Travel Agent / Corporate Voucher (Bill-to-Company) – the bill is transferred to the account of an approved travel agent or company, which pays later.
6. Digital Wallets / Mobile Payment – eSewa, Khalti, IME Pay, QR-code payment, Apple Pay, Google Pay, etc.
7. Foreign Currency / Traveller's Cheque – exchanged and accepted at the cashier as per the prevailing exchange rate.
8. City Ledger (Credit Account) – for guests with an approved credit facility, the amount is posted to the city ledger and collected later.
9. Prepaid / Advance Deposit – payment made in advance through online booking platforms or direct deposit.

Procedure for Two Modes of Payment

1. Cash Payment

1. Present the bill – The cashier presents the guest's folio/bill and confirms that all charges are correct.
2. State the amount – The cashier clearly tells the guest the total amount payable.
3. Receive the cash – Cash is received and counted in front of the guest.
4. Check the currency – Notes are checked for genuineness and the exchange rate is applied for foreign currency.
5. Calculate change – The change due is calculated carefully and returned to the guest.
6. Issue receipt – A cash receipt (with bill number, amount and date) is prepared and handed to the guest.
7. Post the payment – The amount is entered in the PMS/folio as "Cash" and the guest's account is settled.
8. Update cash register – The cashier records the transaction in the cash register and drops the cash in the cash drawer/float.
9. Close the folio – The guest folio is closed and the registration card is marked "Checked Out – Paid".
10. Wish the guest – The cashier thanks the guest and wishes a pleasant journey.

2. Credit / Debit Card Payment

1. Present the bill – The cashier presents the folio and states the total amount.
2. Ask for the card – The guest is requested to hand over the credit/debit card.
3. Check the card – Validity, expiry date, name and signature are verified; the card is checked against the list of accepted cards.
4. Swipe/Insert/Tap – The card is swiped, inserted or tapped on the EDC/POS terminal.
5. Enter the amount – The bill amount is keyed into the terminal.
6. Authorisation – The terminal contacts the bank for authorisation; approval code is obtained.
7. Guest enters PIN / signs – The guest enters the PIN or signs the charge slip as required.
8. Print charge slip – Two copies of the charge slip are printed – one for the guest, one for the hotel.
9. Verify signature – The cashier matches the signature on the slip with the signature on the card.
10. Post the payment – The amount is posted to the folio as "Card" and the folio is closed.
11. Hand over documents – The guest copy of the charge slip and the receipt are given to the guest.
12. Settle at day end – The charge slips are tallied with the terminal summary and submitted to accounts for bank settlement.

Ensure the card is valid (check expiry date and that it is not listed as lost/stolen), and verify the cardholder's signature on the charge slip matches the signature on the back of the card.

VTL – Visitor Tabular Ledger (the columnar ledger in which the accounts of all in-house guests are posted together).

DND – Do Not Disturb.

Procedure of Normal Guest Check-in and Check-out

1. Normal Guest Check-in Procedure (4 marks)

Check-in is the formal process of registering a guest upon arrival and handing over the room. The standard steps are:

1. Welcome and greeting: The front desk agent greets the guest warmly with a smile, using a standard greeting such as "Good morning, welcome to our hotel."
2. Inquiry and verification of reservation: The agent asks whether the guest has a reservation. If yes, the reservation record is checked in the system (name, room type, dates, rate). If no reservation exists, a walk-in procedure is followed.
3. Registration: The guest is asked to fill in and sign the registration card (guest registration form), providing name, address, contact number, nationality, passport/ID details, and signature. The agent verifies the identity document.
4. Room and rate confirmation: The agent confirms the room type, number of nights, number of persons, and the applicable room rate, and informs the guest about check-out time and payment terms.
5. Payment settlement / pre-authorization: The agent asks for a credit card for pre-authorization or takes an advance/deposit for the stay. For company or travel agent bookings, a voucher or bill-to instruction is checked.
6. Room key/ card issuance: The room key card (or key) is prepared and handed over to the guest, along with information about the room number and floor.
7. Bell service: A bellboy is assigned to escort the guest to the room and carry the luggage.
8. Updating records: The agent updates the room status in the Property Management System (PMS) from "vacant clean" to "occupied," and posts the room charge to the guest folio.
9. Wish the guest: The agent thanks the guest and wishes a pleasant stay.

2. Normal Guest Check-out Procedure (4 marks)

Check-out is the process of settling the guest's account and formally ending the stay. The standard steps are:

1. Pre-departure preparation: The night auditor or front desk prepares the guest folio in advance, and the housekeeping/telephone departments report any pending charges (minibar, laundry, telephone, etc.).
2. Guest approach and greeting: When the guest comes to the front desk to check out, the agent greets the guest and asks for the room number and key card.
3. Verification of account: The agent retrieves the guest folio from the system and verifies all charges posted — room tariff, food and beverage, telephone, laundry, minibar, and other incidental charges.
4. Presentation of bill: The folio/bill is presented to the guest for review. The agent explains the charges clearly and answers any queries regarding the bill.
5. Settlement of payment: The guest settles the account by cash, credit card, debit card, or through a company/travel agent bill-to arrangement. The agent processes the payment and issues a receipt.
6. Key return and luggage assistance: The guest returns the room key card. A bellboy is arranged to bring down the luggage from the room.
7. Updating room status: The agent updates the PMS, changing the room status from "occupied" to "vacant dirty" (or "check-out" status), and informs housekeeping so the room can be cleaned.
8. Farewell: The agent thanks the guest for staying, invites the guest to visit again, and offers a warm farewell.

Ways and Methods of Hotel Security: Handling Keys and Providing Information

Hotel security depends heavily on two everyday operations — control of keys and control of information. Both must protect the guest, the guest's belongings, the staff and the hotel's reputation.

A. Security by Handling Keys (4 marks)

1. Types of keys used in a hotel

• Emergency key (grand master / emergency master): opens almost all guest rooms and back-of-house areas. Kept under strict lock, used only in emergencies such as fire, flood or medical crisis.
• Master key: opens all rooms on a floor or in a section. Issued only to the housekeeping supervisor and the duty manager.
• Sub-master key: opens a group of rooms (e.g. one wing or one floor section).
• Room key / guest key: opens one room only, issued to the registered guest.
• Floor/area keys: for store rooms, linen rooms, offices and service areas.

2. Methods of key control

• Key rack and key slot system: keys are hung on a rack behind the front desk; the slot number matches the room number. A key is issued only against the room number and the guest's name, and returned at check-out.
• Key card / electronic lock system: the modern method. A coded card is programmed for one room and one period only. It cannot be duplicated, is automatically cancelled at check-out, and the lock records every entry (time and card number).
• Key log / key register: every issue and return of a master or sub-master key is written in a register with the time, name and signature of the person taking it.
• Key control by the housekeeping department: floor masters are signed out at the start of the shift and returned at the end; a lost master key is reported at once and the lock is re-coded.
• Precautions: keys are never left on the counter or in the door; keys are not labelled with the hotel name and room number; unclaimed keys are deposited in the key box; lost keys are replaced and cylinders changed; departing guests' keys are collected at check-out; the key rack is never left unattended.

B. Security by Providing Information (4 marks)

1. Information given to guests

• On arrival: the guest is told how to use the key card, where the safe deposit boxes are, the emergency exit route, and the house rules.
• In the room: a guest information folder / directory gives emergency telephone numbers, fire instructions, exit plans and security advice (keep the door locked, use the peephole, do not open the door to strangers).
• Signage: fire exit signs, "Do not disturb" cards, and notices asking guests to deposit valuables in the safe.
• Verbal advice: the bell boy or receptionist warns the guest not to leave valuables in the room and not to disclose the room number to outsiders.

2. Information about guests kept confidential

• The room number, arrival and departure dates, and personal details of a guest are never given to any caller, visitor or outsider without the guest's permission.
• Telephone calls are transferred only after the caller gives the correct guest name and room number.
• Messages are handed over in a sealed envelope at the front desk, not read out or slipped under the wrong door.
• Guest records, registration cards and key logs are kept in a locked cabinet and shared only with authorised staff.

3. Information given to staff

• Staff are briefed on security procedures, suspicious persons, and the "need to know" principle — a staff member learns only what is required for the job.
• Staff are instructed not to discuss guests, their room numbers or their movements with outsiders or with other guests.
• Master keys and security information are handed over formally at shift change.

4. Information to the management and police

• Any theft, lost key, suspicious activity or security breach is reported immediately to the security officer / duty manager, and where necessary to the police.
• Incident reports are written and preserved as evidence.

Conclusion: Careful key handling prevents unauthorised entry, while controlled information prevents misuse of guest details. Together they form the backbone of hotel security.

(b) Accounts receivable section

The accounts receivable (debtors) section records amounts owed by guests and companies and is responsible for collecting the hotel's outstanding dues.

A credit card is a plastic payment card issued by a bank or financial institution that allows the cardholder to buy goods and services now and pay for them later, up to a pre-approved credit limit. The amount spent must be repaid either in full by the due date or in installments with interest.

As a front office staff, I would suspect a suspicious guest by noticing the following two points:

1. Refusal to provide valid identification or registration details – such as avoiding ID proof, giving fake or incomplete information, or hesitating during check-in formalities.

2. Unusual behaviour or appearance – such as nervousness, avoiding eye contact, loitering in the lobby or corridors, arriving without a reservation, paying unusually large amounts in cash, or showing excessive interest in security systems or other guests.

Normal Guest Check-in Procedure

Check-in is the formal process by which a guest is registered and given possession of a room. It is the first direct service contact after arrival and sets the tone for the whole stay. The normal (walk-in or reserved) check-in procedure is carried out in the following steps:

1. Pre-arrival preparation. Before the guest arrives, the front office prepares for expected arrivals using the arrival list and reservation records. Rooms are blocked in advance, registration cards (GRC) are pre-filled for reserved guests, and special requests (early check-in, connecting rooms, allergies, VIP status) are noted. The room status report from housekeeping confirms which rooms are ready.

2. Welcoming the guest. The guest is greeted at the entrance by the doorman/bell attendant, who helps with luggage. The guest is then welcomed at the reception desk with a smile, eye contact and a standard greeting such as "Good morning, welcome to our hotel."

3. Enquiry and identification. The receptionist asks whether the guest has a reservation. For a reserved guest, the name is checked in the reservation system; for a walk-in guest, room availability, room type and tariff are checked and quoted. The guest's identity is verified through a passport, citizenship card or other valid photo ID.

4. Filling the Guest Registration Card (GRC). The guest completes and signs the registration card. This is the legal record of the stay and the basis of the guest history file. The receptionist checks that all entries are correct and legible.

5. Room and rate confirmation. The type of room, room number, number of occupants, tariff, length of stay and mode of payment are confirmed with the guest. Any discount or package is clearly stated so that there is no dispute at departure.

6. Room assignment and key issue. A suitable room is allotted according to the guest's preference and the room status report. The key card/key is prepared and handed over, and the guest is informed of the room number, floor and lift location.

7. Payment settlement / credit arrangement. The guest's method of payment is recorded — cash, credit card, debit card, traveller's cheque or company account. For credit, the card is swiped and an authorisation taken; for cash, an advance deposit may be collected. A folio (guest account) is opened in the guest's name.

8. Escorting the guest to the room. The bell attendant carries the luggage and escorts the guest to the room, explaining hotel facilities (restaurant, Wi-Fi, gym, laundry) on the way. In the room, the attendant explains the room features and hands over the key before leaving.

9. Updating records. The receptionist updates the room status from "vacant ready" to "occupied", posts the room charge to the folio, and informs housekeeping and the telephone exchange. The guest history record is also updated.

Essential Information Required During Check-in

The following details must be obtained and recorded on the registration card:

1. Guest details — full name, address, nationality, date of birth, sex and signature.
2. Identification — passport number, citizenship number or other valid ID proof.
3. Contact details — telephone number, mobile number and e-mail address.
4. Travel details — date and time of arrival, date of departure, mode of travel and onward destination.
5. Room details — room type, room number, number of adults and children, and length of stay.
6. Rate and payment details — room tariff, discount/package, mode of payment and credit card details.
7. Purpose of visit — business, leisure, conference or official, which helps in guest profiling.
8. Special requests — dietary needs, extra bed, smoking/non-smoking room, wake-up call, etc.
9. Company/travel agent details — for corporate or agency bookings, the billing instruction.
10. Vehicle details — car registration number, where applicable.

Conclusion

A systematic check-in procedure ensures accurate registration, proper room assignment, correct billing and guest satisfaction. The registration card, being a legal document, must be completed carefully, as it protects both the guest and the hotel in case of any dispute.

Objectives of Visitor Tabular Ledger (2 marks)

A visitor tabular ledger (guest tabular ledger) is a columnar ledger in which the accounts of all in-house guests are kept side by side on one sheet, each guest having a separate pair of debit and credit columns. Its objectives are:

1. To record all guest transactions in one place — all charges (room rent, food, beverage, telephone, laundry, etc.) and all payments/allowances relating to in-house guests are posted on a single sheet, so no separate ledger account is needed for each guest.
2. To ascertain the balance due from each guest at any time — the running balance of every room/guest is available instantly, which helps the cashier to settle bills at check-out without delay.
3. To serve as a basis for preparing guest bills (folios) — the entries in the guest's column are the source for the final bill presented at the time of departure.
4. To provide a daily control total — the total of all debit and credit columns is proved against departmental charge summaries and cashier's reports, thus acting as an internal check on posting.
5. To help management control credit — the ledger shows the amount outstanding against each guest, enabling the credit manager to fix and monitor credit limits and to transfer unpaid balances to the city ledger.
6. To reduce clerical work and cost — one sheet serves many guests, saving time, stationery and the labour of opening separate accounts.

Posting Procedure of Visitor Tabular Ledger (6 marks)

The visitor tabular ledger is maintained by the front office cashier / night auditor. It is a loose-leaf sheet ruled with a date column, a particulars (folio) column, and a separate debit and credit column for each occupied room. The procedure of posting is as follows:

Step 1 — Collection of vouchers All charge vouchers and documents arising during the day are collected from the various revenue centres — room rent from the room rack/registration card, restaurant and bar checks from F&B service, telephone slips from the exchange, laundry and valet slips, and miscellaneous charge vouchers. Cash receipts, cheque, credit card and traveller's cheque vouchers, advance deposit receipts and allowance/transfer vouchers are also collected.

Step 2 — Sorting The vouchers are sorted out room-wise or guest-wise so that each voucher can be traced to the correct guest column. Vouchers not relating to in-house guests (e.g. house accounts, city ledger) are separated.

Step 3 — Posting of charges (debit side) Each voucher is posted to the debit column of the concerned guest's column, showing the date and the folio/voucher number in the particulars column. Room rent is posted daily, normally by the night auditor, to every occupied room. Food, beverage, telephone, laundry and other charges are posted as and when the vouchers are received.

Step 4 — Posting of payments (credit side) Cash received from guests, cheques, credit card and traveller's cheque settlements, and advance deposits taken at the time of registration are posted to the credit column of the guest's account. The date and receipt number are noted in the particulars column.

Step 5 — Posting of allowances and transfers Discounts, allowances, rebates, and amounts transferred to the city ledger or to another guest's account are also posted on the credit side, with a suitable narration.

Step 6 — Daily proof (cross-checking) At the end of each day the night auditor totals the debit and credit columns and proves them:

• Total of all debit columns = total charges reported by all revenue departments (housekeeping, F&B, telephone, laundry, etc.).
• Total of all credit columns = total cash/cheque/credit card collections + allowances + transfers to city ledger.

This proof detects any omission or wrong posting.

Step 7 — Computation of balance The balance of each guest's column is worked out as:

$\text{Closing balance} = \text{Opening balance} + \text{Debit (charges)} - \text{Credit (payments/allowances)}$

This closing balance becomes the opening balance of the next day and represents the amount receivable from that guest.

Step 8 — Settlement at check-out When a guest checks out, the entries in his column are totaled, the bill is prepared and presented, and on receipt of payment the account is closed. The column is then cleared or the folio is removed from the ledger.

Step 9 — Transfer to city ledger If a guest departs without settling the account (credit guest, company account, travel agent), the balance is transferred to the city ledger and the same amount is credited in the visitor tabular ledger, so that the guest's column shows a nil balance.

Step 10 — Agreement with control account At the end of the month the total of all balances in the visitor tabular ledger must agree with the guest ledger control account maintained in the general ledger. Any difference indicates a posting error, which is located and rectified.

Specimen (illustration)

Thus the visitor tabular ledger gives a complete, day-to-day picture of every guest's account, provides a built-in arithmetical check, and forms the basis of guest billing and credit control in a hotel.