Transcript Document

Chapter 3
Front Office Operations
Managing Front Office Operations
Eighth Edition
(333TXT or 333CIN)
© 2009, Educational Institute
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 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.
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The Guest Cycle
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Pre-arrival
Arrival
Occupancy
Departure
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Room Status Terms
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Occupied
Complimentary
Stayover
On-change
Do not disturb
Sleep-out
Skipper
Sleeper
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Vacant and ready
Out-of-order
Lock-out
DNCO
Due out
Check-out
Late check-out
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Room Types
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Single
Double
Triple
Quad
Queen
King
Twin
Double-double
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Studio
Mini-suite or
junior suite
Suite
Connecting rooms
Adjoining rooms
Adjacent rooms
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Types of Telephone Calls
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Local
Direct-dial long-distance
Calling card
Credit card
Collect
Third-party
Person-to-person
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Billed-to-room
International
Toll-free
900 or premium-price
Voice over Internet
protocol (VoIP)
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Telecommunications Equipment
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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
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Property Management Systems
Software Packages
Reservations management
Rooms management
Guest account management
General management
Back office interfaces
System interfaces
Sales automation systems
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Front Office Software Packages
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Reservations management
Rooms management
Guest account management
General management
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Reservations Management
Software
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Availability/forecasting
Reservation records
Reservation confirmations
Room pricing
Revenue management
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Rooms Management Software
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Room status
Registration
Room assignments
Room rate information
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Guest Account Management
Software
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Folio management
Credit monitoring
Transaction tracking
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General Management Software
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Revenue analysis
Operating statistics
Financial analysis
Guest history
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Back Office Interfaces
General ledger accounting software
• Accounts receivable
• Accounts payable
Human resources software
• Payroll accounting
• Personnel recordkeeping
• Labor scheduling
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Back Office Interfaces
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Financial reporting software
• Chart of accounts
• Balance sheets
• Income statements
• Transaction analysis
Inventory control software
• Stock levels
• Purchase order system
• Stock rotation scheduling
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System Interfaces
Non-Guest-Operated Interfaces
• Point-of-sale system
• Call accounting system
• Electronic locking system
• Energy management system
Guest-Operated Interfaces
• In-room folio review and check-out
• In-room entertainment system
• In-room vending machines
• In-room fax machine
• Centralized printer/server
• High-speed Internet access
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