Fom ppt

© 2005, Educational Institute

Chapter 3Front Office Operations

Managing Front Office Operations

Seventh Edition

(333TXT or 333CIN)

© 2005, Educational Institute 2

1. Summarize front office operations during the four stages of the guest cycle.

2. Explain the evolution of front office recordkeeping 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.

Competencies forFront Office Operations


The Guest Cycle

Pre-arrival

Arrival

Occupancy

Departure


Room Status Terms Occupied

Complimentary

Stayover

On-change

Do not disturb

Sleep-out

Skipper

Sleeper

(continued)


Room Status Terms

Vacant and ready

Out-of-order

Lock-out

DNCO

Due out

Check-out

Late check-out

(continued)


Room Types

Single

Double

Triple

Quad

Queen

King

Twin

Double-double

Studio

Mini-suite or junior suite

Suite

Connecting rooms

Adjoining rooms

Adjacent rooms


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


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


Property Management SystemsModules

Reservations

Rooms management

Guest account management

General management

Point-of-sale (POS) system

Magnetic strip readers

Credit cards

Debit cards

Smart cards


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 900 or premium-price


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


Front Office Software Packages

Reservations management

Rooms management

Guest account management

General management


Reservations Management Software

Availability/forecasting

Reservation records

Reservation confirmations

Room pricing

Revenue management


Rooms Management Software

Room status

Registration

Room assignments

Room rate information


Guest Account Management Software

Folio management

Credit monitoring

Transaction tracking


General Management Software

Revenue analysis

Operating statistics

Financial analysis

Guest history


Back Office Interfaces

General ledger accounting software

Accounts receivables

Accounts payables

Human resources software

Payroll accounting

Personnel recordkeeping

Labor scheduling(continued)


Back Office Interfaces

Financial reporting software

Chart of accounts

Balance sheets

Income sheets

Transaction analysis

Inventory control software

Stock levels

Purchase order system

Stock rotation scheduling

(continued)


System Interfaces

Non-Guest-Operated Interfaces

Point-of-sale system

Call accounting system

Electronic locking system

Energy management system

(continued)


System Interfaces

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

(continued)

Fom ppt

Documents

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