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Chapter 3                       Front Office Operations                                Managing Front Office Operations   ...
Competencies for                                Front Office Operations    1. Summarize front office operations during the...
The Guest Cycle                                  •   Pre-arrival                                  •   Arrival             ...
Room Status Terms                                   •   Occupied                                   •   Complimentary      ...
Room Status Terms                                         (continued)                                  •   Vacant and read...
Room Types                        •       Single       •   Double-double                        •       Double       •   S...
Non-Automated Front Office Systems      •      Handwritten forms      •      Reservation index cards      •      Density b...
Semi-Automated Front Office Systems     •     Handwritten and machine-produced forms     •     National reservation networ...
Property Management Systems                                Modules                                    Reservations        ...
Types of Telephone Calls                                •   Local                                •   Direct-dial long-dist...
Telecommunications Equipment                            •   PBX system                            •   Call accounting syst...
Front Office Software Packages                                •   Reservations management                                •...
Reservations Management Software                                •   Availability/forecasting                              ...
Rooms Management Software                                •   Room status                                •   Registration  ...
Guest Account Management Software                                •   Folio management                                •   C...
General Management Software                                •   Revenue analysis                                •   Operati...
Back Office Interfaces                            General ledger accounting software                                 •   A...
Back Office Interfaces                                           (continued)                                 Financial rep...
System Interfaces                                Non-Guest-Operated Interfaces                                   •   Point...
System Interfaces                                             (continued)                      Guest-Operated Interfaces  ...
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  1. 1. Chapter 3 Front Office Operations Managing Front Office Operations Seventh Edition (333TXT or 333CIN)© 2005, Educational Institute
  2. 2. Competencies for Front Office Operations 1. Summarize front office operations during the four stages of the guest cycle. 2. Explain the evolution of front office record- keeping systems and describe front office documents. 3. Describe the front desk and its support devices, and describe the services and equipment of a hotel’s telecommunications area. 4. Identify and describe property management systems used by the front office.© 2005, Educational Institute 2
  3. 3. The Guest Cycle • Pre-arrival • Arrival • Occupancy • Departure© 2005, Educational Institute 3
  4. 4. Room Status Terms • Occupied • Complimentary • Stayover • On-change • Do not disturb • Sleep-out • Skipper • Sleeper© 2005, Educational Institute (continued) 4
  5. 5. Room Status Terms (continued) • Vacant and ready • Out-of-order • Lock-out • DNCO • Due out • Check-out • Late check-out© 2005, Educational Institute 5
  6. 6. Room Types • Single • Double-double • Double • Studio • Triple • Mini-suite or junior suite • Quad • Suite • Queen • Connecting rooms • King • Adjoining rooms • Twin • Adjacent rooms© 2005, Educational Institute 6
  7. 7. Non-Automated Front Office Systems • Handwritten forms • Reservation index cards • Density board blocked reserved rooms • Registration cards—multiple copies • Time stamp • Room rack: housekeeping status of each room • Vouchers received from point-of-sale areas • Charges handwritten to folios • Adding machine tape attached at check-out • Night audit cross-checked folio charges to vouchers and verified settlement© 2005, Educational Institute 7
  8. 8. Semi-Automated Front Office Systems • Handwritten and machine-produced forms • National reservation networks • Pre-registration activities • Density board blocked reserved rooms • Registration cards—preprinted and multiple copies • Room rack: housekeeping status of each room • Vouchers received from point-of-sale areas • Posting machines recorded charges to guest folios • Night audit cross-checked folio charges to vouchers and verified settlement© 2005, Educational Institute 8
  9. 9. Property Management Systems Modules Reservations Rooms management Guest account management General management Point-of-sale (POS) system Magnetic strip readers Credit cards Debit cards Smart cards© 2005, Educational Institute 9
  10. 10. Types of Telephone Calls • Local • Direct-dial long-distance • Calling card • Credit card • Collect • Third-party • Person-to-person • Billed-to-room • International • Toll-free© 2005, Educational Institute • 900 or premium-price 10
  11. 11. Telecommunications Equipment • PBX system • Call accounting system • Guestroom phones • Pay phones • Pagers/cell phones • Automatic call dispensing system • Telephone/room status systems • Internet access • Call detection equipment© 2005, Educational Institute 11
  12. 12. Front Office Software Packages • Reservations management • Rooms management • Guest account management • General management© 2005, Educational Institute 12
  13. 13. Reservations Management Software • Availability/forecasting • Reservation records • Reservation confirmations • Room pricing • Revenue management© 2005, Educational Institute 13
  14. 14. Rooms Management Software • Room status • Registration • Room assignments • Room rate information© 2005, Educational Institute 14
  15. 15. Guest Account Management Software • Folio management • Credit monitoring • Transaction tracking© 2005, Educational Institute 15
  16. 16. General Management Software • Revenue analysis • Operating statistics • Financial analysis • Guest history© 2005, Educational Institute 16
  17. 17. Back Office Interfaces General ledger accounting software • Accounts receivables • Accounts payables Human resources software • Payroll accounting • Personnel recordkeeping • Labor scheduling© 2005, Educational Institute (continued) 17
  18. 18. Back Office Interfaces (continued) Financial reporting software • Chart of accounts • Balance sheets • Income sheets • Transaction analysis Inventory control software • Stock levels • Purchase order system© 2005, Educational Institute • Stock rotation scheduling 18
  19. 19. System Interfaces Non-Guest-Operated Interfaces • Point-of-sale system • Call accounting system • Electronic locking system • Energy management system© 2005, Educational Institute (continued) 19
  20. 20. System Interfaces (continued) Guest-Operated Interfaces • In-room folio review and check-out • In-room entertainment system • In-room vending machines • In-room fax machine • In-room Internet access© 2005, Educational Institute 20
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