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Fom ppt
1.
Chapter 3
Front Office Operations Managing Front Office Operations Seventh Edition (333TXT or 333CIN) © 2005, Educational Institute
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.
The Guest Cycle
• Pre-arrival • Arrival • Occupancy • Departure © 2005, Educational Institute 3
4.
Room Status Terms
• Occupied • Complimentary • Stayover • On-change • Do not disturb • Sleep-out • Skipper • Sleeper © 2005, Educational Institute (continued) 4
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.
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.
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.
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.
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.
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.
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.
Front Office Software
Packages • Reservations management • Rooms management • Guest account management • General management © 2005, Educational Institute 12
13.
Reservations Management Software
• Availability/forecasting • Reservation records • Reservation confirmations • Room pricing • Revenue management © 2005, Educational Institute 13
14.
Rooms Management Software
• Room status • Registration • Room assignments • Room rate information © 2005, Educational Institute 14
15.
Guest Account Management
Software • Folio management • Credit monitoring • Transaction tracking © 2005, Educational Institute 15
16.
General Management Software
• Revenue analysis • Operating statistics • Financial analysis • Guest history © 2005, Educational Institute 16
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.
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.
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.
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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