Chapter 06 Front Office Operations

Summary Slide

The Arrival Chronology Diagram Arrival Chronology Group Arrivals Departures Front Desk Operations Front Office Communications Front Office Staffing Front Office Manager Responsibilities AM Checklist Internet Exercise
Figure 6-1

The Arrival Chronology
75% of a guest s satisfaction is determined during the registration process. The arrival chronology includes the following stages:
Greeting Transition Registration Completion
Figure 6-2

Transient Guest

Arrival Chronology

Group Arrival

Valet Doorperson Bellstaff Front Desk Concierge Guest Room

Remote Check-in Desk

PBX
Figure 6-3

Dotted lines indicate possible outcomes. Red = transient, blue = group.

Group Arrivals
Different procedures take place when large numbers arrive at one time. They include: Remote Check-in Pre-key/key pack Group billing must be prearranged. Options are: Sign All Charges (SAC) Sign Room and Tax (SRT) Each Pays Own (EPO)
Figure 6-4

Departures
The three methods of checking out of a hotel:
At the front desk Guest directed computer system Automated

What are some similarities and differences between these three methods?
Figure 6-5

Front Desk Operations
The primary function of front desk operations is checking guests into and out of the hotel. This entails:
Processing individual reservations Maintaining room preferences Obtaining method of payment

Why is accurate blocking of rooms so important?
Figure 6-6

Front Office Communications
Because of the importance of communications within the front office, different methods are used to ensure all areas have accurate information:
Group Résumé Pass On Log Informal break room discussions and posted information
Figure 6-7

Front Office Staffing
Staffing within the front office is divided into three shifts:
AM PM Night Audit A Swing shift may be added as needed

Shift levels are based on occupancy and labor forecasts.
Figure 6-8

Front Office Manager es onsi ilities Emergency rocedures y Senior Management Noti ication y Emergency hone Numbers, agers, ell hones eserve ower and Water Supplies y y olice, ire mbulance uest and Employee elations uest Losses y uest ccidents and Illness y y Employee ccidents and Illness y Employee bsences, Sick Leave, Leave o bsence, ereavement uest omplaint Management y y Lost and ound rocedures uest Loss/The t eporting y y Liability and Insurance Management redit olices heck- ashing rocedure y y aid Outs, etty ash, redit ard ash dvance elinquent uest ccount Management y Security y raud y The t
y Trespassing y Employee onduct

Scheduling and Sta ing y Hotel ocument Management y Scheduling y Hiring and Termination rocedures y Employees ttendance equirements ress ode y Training y Employee Training y Ongoing Management Training isciplinary uidelines y Employee isciplinary rocedures y Mentoring and oaching rocesses ommunication Management y ass On Log y orecasts roup ésumé y Arrivals y epartures y y Out o Order uest re erences y

Figure 6-9

ABC Hotel and Towers-AM Front Office Checklist
Date: Front Office Manager On Duty: Arrivals: Departures: 7:00AM Meet with night audit to review pass on log and outstanding issues Determine current occupancy. Verify and cross-reference with forecast Print and file Contingency Report * Run room preference report Run credit card authorization report and cash balance report Verify V/R room status 8:00AM Review occupancy strategy Verify all incoming reservations Verify with reservations any same day changes, cancels Review room status Review groups to arrive with staff Determine walk-in rate 9:00AM Run and re-file contingency report Review all arriving VIP's, reserve rooms accordingly Meet with front desk manager, bellcaptain, PBX supervisor, conceirge manager to discuss day ahead 10:00AM Review occupancy Run duplicate reservation report. Verify absence of double-bookings, spelling similarities 11:00AM Review room status Print arrivals report 1:00PM Review occupancy Run and re-file contingency report Restock desk supplies 2:00PM Begin employee shift changes Projected Occupancy:

3:00PM Review pass on log with PM shift manager Review overtime agent status Complete remaining paperwork and end shift Re-evaluate walk-in rate as needed

*
Note, the contingency report is run several times throughout the day by front desk managers. A contingency report lists every guest in-house, guests due to arrive/depart, room statuses and rate information. Because most hotels are reliant on the compute

Figure 6-10

Industry Awareness Internet Exercise
The Internet allows for near real-time reporting of news and trends in this industry. Mergers, acquisitions, prominent staff appointments, and other important news is disseminated on-line much faster than print. Using the sites that follow, compare the latest print publications with their on-line versions. How do the news stories differ? Could potential investors be interested in these stories earlier? How are hotel guests possibly affected? Figure 6-11

Trade Journals/On-Line Resources
Cornell Hotel & Restaurant Administration Quarterly http:// .hotelschool.cornell.edu/publications/hraq Hospitality Net http:// .hospitalitynet.org ospitality e s http:// .hotel-online.com/ eo/ e s Hotels Lodging Hospitality http:// .hotelsmag.com http:// .lhonline.com Hotel and otel anagement Lodging News http:// .innvest.com/hmm http:// .lodgingne s.com/ Hotel News Resource http:// .hotelne sresource.com/headlines.htm Hotel nline http:// .hotel-online.com/ eo International Hotel & Restaurant Association http:// .ih-ra.com

Figure 6-12

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