© 2009, Educational Institute
Chapter 3Front Office Operations
Managing Front Office OperationsEighth Edition
(333TXT or 333CIN)
© 2009, Educational Institute
1
Competencies forFront Office Operations
1.Summarize front office operations during the fourstages of the guest cycle.
2.Explain the evolution of front office recordkeepingsystems and describe front office documents.
3.Describe the front desk and its support devices, anddescribe the services and equipment of a hotel’stelecommunications area.
4.Identify and describe property managementsystems used by the front office.
© 2009, Educational Institute
2
The Guest Cycle
•Pre-arrival
•Arrival
•Occupancy
•Departure
© 2009, Educational Institute
3
Room Status Terms
•Occupied
•Complimentary
•Stayover
•On-change
•Do not disturb
•Sleep-out
•Skipper
•Sleeper
•Vacant and ready
•Out-of-order
•Lock-out
•DNCO
•Due out
•Check-out
•Late check-out
© 2009, Educational Institute
4
Room Types
•Single
•Double
•Triple
•Quad
•Queen
•King
•Twin
•Double-double
•Studio
•Mini-suite orjunior suite
•Suite
•Connecting rooms
•Adjoining rooms
•Adjacent rooms
© 2009, Educational Institute
5
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
•Voice over Internetprotocol (VoIP)
© 2009, Educational Institute
6
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
© 2009, Educational Institute
7
Property Management Systems
Software Packages
Reservations management
Rooms management
Guest account management
General management
Back office interfaces
System interfaces
Sales automation systems
© 2009, Educational Institute
8
Front Office Software Packages
•Reservations management
•Rooms management
•Guest account management
•General management
© 2009, Educational Institute
9
Reservations ManagementSoftware
•Availability/forecasting
•Reservation records
•Reservation confirmations
•Room pricing
•Revenue management
© 2009, Educational Institute
10
Rooms Management Software
•Room status
•Registration
•Room assignments
•Room rate information
© 2009, Educational Institute
11
Guest Account ManagementSoftware
•Folio management
•Credit monitoring
•Transaction tracking
© 2009, Educational Institute
12
General Management Software
•Revenue analysis
•Operating statistics
•Financial analysis
•Guest history
© 2009, Educational Institute
13
Back Office Interfaces
General ledger accounting software
•Accounts receivable
•Accounts payable
Human resources software
•Payroll accounting
•Personnel recordkeeping
•Labor scheduling
(continued)
© 2009, Educational Institute
14
Back Office Interfaces
Financial reporting software
•Chart of accounts
•Balance sheets
•Income statements
•Transaction analysis
Inventory control software
•Stock levels
•Purchase order system
•Stock rotation scheduling
(continued)
© 2009, Educational Institute
15
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