Front Office Manager Training Guide

Front
Office
Select
Service
Extended Stay
Manager Training Guide
table of contents
Intro & Additional Training Resources …………………………..
How To Use This Guide ……….……………………………………. 4
Marriott Confidential & Proprietary – November 2018 1
Practice Property …………….....………………………………….. 5
Marriott’s Help Desk Xpress +.…………………………………….
Associate EID & Password Setup Options …...………………...
Authorize/Confirm ADA Rooms & Other Amenities……………
Market Maintenance ………………………………………………… 10
Market Sales Report ………………………………………………… 12
Group Blocks / Mini-Hotels ……………………………..…………. 13
Printing a Group Rooming List……………………………………. 18
Function (Meeting) Rooms…………………………………………. 19
Direct Bills / Accounts Receivable….……………….…………… 22
Sales Tax Liability Reporting..…………………………………….. 31
Packages & Ecoupons…………...…………………………………. 32
Mobile Chat Escalations....…………………………...……………. 44
Customer Care Cases…………………………………..………….. 46
Marriott Rewards (ARS/IMS)…………………………..………….. 47
Loyalty Reimbursements…………………………………………… 49
Housekeeping Functions……..……………………………………. 52
Marriott Reservation Data 60
Warehouse………………………..…………………………………….
introduction & additional training resources

Welcome to the FOSSE Management Reference Guide. During
the opening training process, your trainer will highlight portions of
this guide to help you become acclimated with FOSSE
management functions. Post-opening, this guide will serve as an
invaluable resource to you to refer back to, as you navigate
through management, sales, and accounts receivable functions.
In addition to this guide, there are very useful training courses on
myLearning on MGS and the Digital Learning Platform. These courses can
be utilized for both yourself, and to familiarize future new hires with FOSSE.
Follow the steps below to access this fantastic resource.
• Logon to MGS to access myLearning or Digital Learning Platform.
• Access courses by clicking on “Catalog” in the left pane, then navigating to

‘Business Use of Technology’ → ‘Business Systems Training’ → ‘FOSSE’.
• Additional courses can be found in the Learning and Development Zone

(DLZ) by going to https://www.marriott-ld.com/DLP
• Complete the courses listed here in the following order:

o FOSSE Overview (Course & Assessment) o
Reservations (Course & Assessment) o Check-In Basics
(Course & Assessment) o Advanced Check-In Procedure
(Course & Assessment) o Folio, Transactions & Routing,
Checkout (Course &
Assessment) o Night Audit (Course
& Assessment)
o Housekeeping & Service Recovery (Course &
Assessment) o Sales Processes (Course & Assessment)
All in all, there are 8 courses, each with their own assessment which should be
completed at the end of each module to solidify understanding.
***IT IS IMPORTANT TO NOTE THAT THIS ONLINE TRAINING IS MEANT TO

SUPPLEMENT ONE ON ONE TRAINING OF THE NEW HIRE WITH AN ON-
PROPERTY LEADER. IT IS UNREASONABLE TO EXPECT THAT NEW-HIRES WILL
SIMPLY “KNOW FOSSE” AFTER COMPLETING THE ONLINE TRAINING***
How to use this guide

Throughout this guide, you will find useful instructions to help you
understand each section. Follow along carefully, and spend extra time to
master areas that seem confusing. There will also be certain areas
where this guide highlights how to access specific menu options in
FOSSE, provides step by step instructions, or calls-out your attention
to different parts of a screenshot that is displayed. See below for an
example of each of these highlights so that you are familiar with them when
you encounter them later in this guide.
Accessing specific menu options in FOSSE
Whenever you see the icon to the left in this guide

Foffice , it’s time to
↓ roll up your sleeves and follow along the path shown icon to access the
corresponding function in FOSSE. Throughout next to the
Reports the guide, each of these menu paths assume that you are starting
↓ on the main FOSSE home screen, and typing F8 to drop down menus and
navigating from there. An example path to access the
Guest access the guest ledger is shown to the left
Ledger
Step by step instruction tables
This top box will highlight the option to You will also encounter instruction tables like the one shown here
select. within this guide. These tables (sometimes accompanied by
screenshots) will highlight the option to select, and will give you step
On-Screen The information that can by step explanations of the FOSSE function being discussed. The
Option be inputted into this field.
left column will identify the on-screen option being discussed,
This bottom box will highlight how to end, and the right column will address what can be inputted into that
update or continue on to the next step. field.
Screenshots with call-outs
Finally, this guide uses screenshots with call-outs regarding different functions on that screen to help you understand
what each option does. Below is an example.

This is an
example of
a call-out.
Different
functions
on a given
screen
shot will be
explained
using these
call-outs.
Practice property
While practicing some of the functions in this guide, or if you are providing
one on one training to an associate, you may wish to access Practice
FOSSE so that Live FOSSE is not affected by any changes made. Practice
FOSSE can be accessed by typing in username & password “training” (all
lower case) in the initial log-on box that is received when you click on the
FOSSE icon on your desktop. This is where you would normally type in
username & password “fosse”.
Before accessing practice property, please complete the following in live FOSSE to set up
practice:
• Login to LIVE FOSSE.
• From the Home screen, select F8 → SysMgt → Practice Property
• Select each of the following options IN THIS ORDER:
o Restore/Reset Inventory Files from PMS.

o Stop Practice MARSHA Interface. o
Start Practice MARSHA Interface.
o Set Practice Audit Date to Hotel Date.
• Logout of LIVE FOSSE.

Marriott’s Help Desk Xpress +
For any Marriott Systems Support Issues
always head first to
https://hdxplus.marriott.com

Here, you’ll find quick, easy access to hundreds
of searchable documents, you can browse
categories, run
self-diagnostics on your machine, and even consult
the top 10 issues other users are
experiencing.
Remember, always consult HDX+ BEFORE calling

Systems Support, it’ll save you up to 17 minutes
of hold time!
Associate EID & password setup options

Assigning FOSSE Login ID’s (EID’s)
The Login ID or EID’s will be used to log in to the FOSSE application at security
Login ID prompts. They will appear on the screen as they are typed. .
The Login ID must be the associates EID:

• a minimum of 8 characters
• a maximum of 8 characters
Note: All associate EID’s must be obtained through MGS by the General Manager
Disabled Login IDs:

• Login IDs become disabled if the account has been inactive for more than 90
days, or if the Locked setting is manually changed to ‘D’ through the Disable
option.
• The GM or AGM/FOM can enable the Login ID by selecting Change and
changing the Locked setting to ‘N’ in Employee Master File Maintenance.
The password will also need to be reset.
Note: If an account is disabled and is not used for an additional 30 days, it will be
permanently deleted from FOSSE.
Locked Login IDs:

• Locked Login IDs are caused by password violations. There are 6
opportunities to enter the password correctly for every password attempt. A
password violation occurs if the correct password is not entered during the
first 6 attempts. This locks the Login ID. The General Manager (security level
50) or Assistant General Manager/Front Office Manager (security level 51)
can unlock the Login ID. A successful login will reset the counter.
• The GM or AGM/FOM can unlock the Login ID by selecting Change and
changing the Locked setting to ‘N’ in Employee Master File Maintenance.
Passwords will not appear on the screen as they are typed.

Passwords Once EID’s are obtained, passwords must be set in PASSWORD CHALLENGE at
http://passwordchallenge.marriott.com
The password must have:
• a minimum of 7 characters
• are case sensitive
• 1 alphabetic character
• 1 numeric or special character (@, $, %, &, ?, !) The password must not:
• be similar to the last 4 passwords associated with the Login ID
Expiration:
Passwords expire after 90 days. There will be a message to change the password
during the login process, beginning 14 days prior to password expiration. It is the
associate’s responsibility to change the password through MGS PASSWORD
CHALLENGE prior to the expiration date. If the password is not changed prior to the
expiration date, it will require a manual password reset by calling support, which may
result in a charge to the property.
Following are the fields/settings in the Employee Master File Maintenance screen:
Employee • Login – EID
Master File • Initials middle, enter X for middle.– 3 character code. Use first, middle & last initial of
associate. If no
Maintenance • First Name – first name of associate

• Last Name – last name of associate
• Security Level – security level, press F1 to lookup the 15 levels and select.
• FOSSE Access & Micros Number – both used for MICROS 2700 cashiers
that do not need FOSSE access but do need to appear on weekly reports.
SysMgt
FOSSE Acceserver ID. Otherwise FOSSE access should be ‘Y’ for all associates.ss should be set to ‘N’. Micros
Number is the MICROS 2700
• View Full Credit Cards – when this field is set to ‘Y,’ the user is allowed to
↓
unmask a credit card number. The number of users that can be set up to
Setup Options full view is restricted by the number of rooms in the hotel. (See the Full View Credit
Card section next)
↓
• Locked – the Login ID account status. ‘N’ indicates an active account. ‘Y’ Employee
indicates the account has been locked due to a password violation.
Master File ‘Disabled’ indicates the account has been manually disabled or disabled Maintenance
due to 90 days of inactivity
• Menu Language – signifies the language in which FOSSE menus will
displayed when this user is logged in.
The ability to unmask the last 4 digits of the credit card number will be restricted to
Full View a set number of users based on the size of the hotel:
Credit Cards •• 100101- rooms or less200 rooms: : 34 usersusers

• 201-300 rooms: 5 users
• More than 300 rooms: 6 u
Only the General Manager (security level 50) has access to change the ‘View Full
Credit Cards’ field to ‘Y’ through Employee Master File Maintenance.
Authorize Confirmed Rooms in FOSSE &

MARSHA
***IMPORTANT: YOU MUST COMPLETE THE ADA
PORTION OF THIS SETUP WITHIN 30 DAYS AFTER
OPENING AND
KEEP IT UPDATED OR YOUR HOTEL WILL BE FLAGGED
ON
AN ADA NON-COMPLIANCE LIST***
Authorize Confirm Rooms is used to allow handicap accessible room types and certain
amenities such as cribs, fridges & bed boards to be guaranteed for FOSSE and
MARSHA reservations. By providing this accessible room type or amenity
guarantee, Marriott is promising that the guest request will be honored. Each
property has a specific number of accessible rooms or amenities. The Authorize Confirm
Rooms screen provides the property the opportunity to authorize how many of each
accessible room type or amenity are able to be guaranteed. The ‘Authorized’ amount is
communicated to MARSHA to allow above-property initiated reservations and requests
to be guaranteed up to the maximum authorized amount.
For more information about the Americans with Disabilities Act & FOSSE, please refer to
the ADA Job Aid found on MGS:
https://extranet.marriott.com/mgs/marrdocs/mgs/common/LodgingOperations/FrontOffice/Prope
rtyMgmtSystems/FOSSE/EnhancementsAndUpdates/FOSSEADAJobAid.doc
Once you follow the menu path below to enter the Authorize Confirm Rooms screen, the following
screen will display:

Foffice
↓
Room
Maintenance
↓
Authorize
Confirm
Rooms
Note: An “actual” handicap accessible room will only be counted here if its attributes
have been inputted in as A5, A9, B4, or G7 in Room Master File Maintenance
(Foffice→ Room Maintenance→ Room Master File)
Market maintenance
FOSSE possesses functionality to ring up items purchased by guests from the Market. These
items can then be paid for using cash, credit, gift cards, or charged to the guest’s room. Before
this feature can function correctly, the UPC codes of any items being sold in the Market must
first be entered into FOSSE, with corresponding prices. Furthermore, FOSSE can assist in
maintaining product inventory and PAR information, to help you minimize leakage and maximize
profit in the Market. All of this functionality can be activated in Market Maintenance.
Foffice
↓
The Market
↓
Market
Maintenance

Adding a new product in market maintenance
Select Add from Market
Maintenance Screen
Scan UPC of product
UPC
using Market Scanner
Desc Enter Description
Type F1 to lookup
ChgCD appropriate charge code
Price Enter Price

Enter PAR amount
PAR
(optional)
Update quantities of
Upd product on hand here
(optional)
Only at CY. Use to
Outlet designate if product is a
Market or Bistro item.
Press F10 to update and save

Other options in the market maintenance screen
Exit
back to
Marriott Confidential
Use the & Proprietary – November 2018
Change the UPC, FOSSE
description, arrow keys to menus
charge code, price highlight a
of an existing specific
can use the select the
updates column to Delete option
add newly to remove
received quantities this product
of product to from Market
existing product Maintenance.
inventories. Useful for
discontinued
products. choose to print all
items or only
those below par,
print only
Print the Market
Inventory Report.
You can sort this
report by
Description or
Charge code,
inventory
adjustments, and
even Format the
item for Excel
Import and email it
to yourself. Very
useful to keep a
track of inventory.11
market sales report

The Market sales report will show all Market sales item by description and will include the
corresponding FOSSE charge code for each item and total count of product sold for a
specific date range. The report will also give revenue totals for the day, period to date,
and year to date.

Report Start Date to start reporting
Report End Date to end reporting
Subtotal By CY Only. Distinguish
Outlets b/w Market & Bistro**
View totals broken
Foffice Subtotal By
down by Charge
Charge Code
codes
↓ Enter ‘Y’ only in
The Market Format for conjunction with
↓ Excel Import Email Report option
on next screen.
Market
Press F10 to generate report
Sales
press F4 to exit back to FOSSE
Report menus
**Note: The ‘Subtotal by Outlets’ option for CY only breaks down revenue b/w Market &
Bistro on the report that is generated. It does NOT map revenues to any P&L line
items.**
Sample Market Sales Report
Daily Period to Year to

Revenue Date Date
Revenue Revenue
group blocks/mini-hotels
When the need to hold rooms aside from sale to the general public for groups arises,
FOSSE allows you to create group blocks, also known as mini-hotels. Once the group is

built in FOSSE, it will be communicated to MARSHA, and your inventory will be adjusted
accordingly across all booking channels.
Group block setup options
Rsrv
↓
PMS/
MARSHA
Group
Code
Setup
Add a new
Group
Block
(discussed
View &
in detail on
Release print a
next page). Delete existing
rooms recap of all
group blocks rooms
being held
from FOSSE & Print a group authorized,
for an
MARSHA and master report. sold &
existing
Change release all Sort through a available
group back
information rooms held range of group for each
for sale to
regarding back for sale to codes, a range group
the general
an existing the public. of arrival dates, within a
public.
Group **Will not work or view a given
Block if block has detailed or week.
reservations summary report. Specify a
or in-house Also, the printed date to
folios report may be begin the
associated sorted by group report from
with it.** code or arrival and print.
date.
Adding a New Group Block

Rsrv
↓
PMS/
MARSHA
Group
Code
Setup
↓
Add
Unique 3 letter code that will identify the mini-hotel (usually first 3
Group Code
letters of group name)
Market Code Press F1 to select form a list depending on the type of group.
Input a date two days before the actual arrival of the group so that
Arrival Date I nputtingearly arrival/late departure pickup can be tracked

within the group. group details
Press F10 to continue to setting up group details or F4 to exit
There are four areas of the group screen that must be completed before the block can
be saved. Group Info, Account Info, Room Pools & Facts Page. The screenshot below
shows the screen as a whole and a brief description of each area. The next two pages
break down each of the four areas and discuss what must be inputted into each
field.
Group
contact &
address info
goes here.
Room type,
rate
program, Stay dates,
and rates go cutoff dates,
here. and
payment
info goes
here.
Press F6 to enter Room
Authorizations for the
group (discussed in detail Minimum 3 & Up
on page 15) to 12 lines of
free form text
about the group
can go here

Dissecting the four quadrants on the group
details screen
Let’s look at each quadrant of the group details with greater focus so that you’re fully
familiar with what must be inputted into each field.
Group Info Box

Contact Name of group contact
Company Company/Group name
Address Street Address
City,
City, State & Zip Code
State, Zip
Phone Phone #, area code first
Name of group as you would
Desc like it to appear to reservations
agents
Press TAB to continue on to Account Info
Account Info Box
Start, End Dates & # Nights (remember to leave at least 2 buffer days on
either side of the group’s actual arrival & departure dates so that early
St, End & Nt
arrivals & late
departures can be tracked within the group block)
Auto Release The date at which time all unsold rooms within the block will automatically
Date (Optional) be released back for sale to the general inventory
Cut-off (Optional) The cut-off date per contract. Usually 1-2 weeks out from actual arrival.
Pmt Tp (Optional) Payment type of the group
DB Id Direct Bill ID # if the payment type is DB
Comm Pct
Enter Commission Percentage if group is commissionable.
(Optional)
Enter ‘Y’ if you want reservations made within this block by only on-property
Housing Indicator associates (rooming lists), or ‘N’ if outside/central reservations agents are
permitted to book rooms within this block (individual call-in).
Press TAB to continue setting up Room Pools

Room Pools Box
Type Select F1 to select a room
type that will be available to the
group.
Rpgm First 3 letters will default to group
code. Input last letter to correspond
with each room type (e.g. ‘A’ for
King, ‘B’ for DBDB, etc.)
Rate Group rate for that specific room
Sgl/Dbl type. Typically Single & Double
occupancy rates are the same.
**Note: It is recommended that even if a
group has contracted only one or two of
your room types, that ALL of the room
types in your building be built here, so that
any upgrades, comp room moves, et c., can
be tracked as part of the group pickup**
Press TAB to continue on to inputting group
facts
Facts Page Box

Here, you can type up to 12
lines of free form text
regarding the group. Some
typical info that is input here
is shown in the screenshot
to the right. Please note
that a MINIMUM of 3 lines
of data MUST be
put here.
Press F6 to enter Room
Authorizations for this
group.

Room Authorizations Box
(F6)
Room Type you
would like to
Room authorize to be
Type held for the
group.
The From/To
Auth dates that you
Date would like these
(From/To) rooms held for
the group
# of each room
type you would Important: Please note that the # of rooms you specify will be held ON
Rooms
like to hold both the from AND the to date. Therefore the ‘To’ date is not the
Press F6 when finished to departure date, but rather the last night you would like the rooms held
return to group details for the group from general inventory.
screen Saving the group block &
updating MARSHA
Once you have typed

F6 from the previous
page to return to group
details, type F10 from
the group details screen
to End/Update the
group to MARSHA.
You may also type F4 to

end without updating
FOSSE will display

that it has created a
Group Master Folio
(G####):
• If a group has a
master bill, access
the
G#### folio, & route it
to itself to setup
charge routing to the
master folio. Check-in
the G#### folio on the
day of arrival.
• If group is paying
individually, you may
cancel the G#### folio
on the day of arrival.

After Updating
MARSHA, screen will
show ‘MARSHA Update
Complete’. Press
Return to continue.
Congrats! The group

setup is now complete
and saleable in
MARSHA.
Printing a group rooming list

Once reservations have been made within a group block, you may need to print out a
group rooming list to view details of the reservations within a block.
Rsrv
↓
Reports
↓
Rooming List
↓
Rooming List Report

Group 4-letter group code or
Code F1 to lookup
Will default to group
Start
value once Group
Date
Code is entered.
Will default to group
End
value once Group
Date
Code is entered.
Sort Choose how you would
By like the report sorted.
Type F10 to printMarriott Confidential & Proprietary – November 2018 20
Function (meeting) rooms
FOSSE provides you the functionality to track availability of and reserve function
(meeting) rooms just like you would with a regular guest room. Before this can work, you
must build the details of the function room in FOSSE.
Building a function room
Rsrv
↓
Function
Rooms
↓
Function
Room
Maintenance
↓
Function
Room
Maintenance
Function Room Maintenance Options

Type in a 4-letter function room code, type CR to end, or type P to
Function Room Code
print specifications for all existing function rooms
Description Enter meeting room name
Size (L X W) Enter length & width of meeting room
Facilities Free-form text field where you can enter room facilities
Phone Extensions Meeting room phone extension
Rate Meeting room rate
Per Frequency of how rate is applied
Room Capacities Enter # of people that can be accommodated by each type of setup.
Type Y when you are finished to save meeting room information

*** Note: You can return to this screen to enter additional meeting rooms as necessary. Each
meeting room must have a different meeting room code ***
Function Room Reservations Options
Once a function room has been built, there are several options regarding function room
reservations. The graphic below shows how to access the Function Room Reservations
screen, and all of the different options you can select on this screen.
Enter an option here:
• Query reservations for a

Date & Room #, Master
# or Master Name.
• Make a New Function

Room Reservation.
Rsrv (reviewed in detail
below)
↓
Function Copy info from an
•
Rooms existing reservation and
Add a new reservation.
↓
Function Change an existing
Room •
reservation.
Reservations
• Delete an existing
reservation.
Making a new function room reservation
As you can see in the screenshot above, the Function Room Reservations screen has 4
sections within it that require different information. From top to bottom, these are:
Function Info, Foodservice, Audio-Visual & Comments. An additional Function Master
section will appear once all other info is in. We will look at each section in detail &
discuss what is required in each field.
Function Info Section
Function Info Options

Initials Your initials
Master#/(CR) Leave blank. Will auto-assign at end
Fdate Date of function
Start/End Time Function start & end times
Room Meeting room # (4-letter code)
#Pers Number of attendees
Set-up How the room should be setup
Function Type Free-from text field describing function name
Rate Rate for the function room
Contact Function room contact name
Guar. Is the function reservation guaranteed to a method of payment?
Press Enter to continue on to the Foodservice section
Foodservice Section
Foodservice Section Options

Enter 2-digit service code for any foodservice for the function (Refer to the menu
Service
map graphic below to print out a list of what each foodservice code defaults to.
Code
This is also where you can edit service codes to tailor to your property)
Price per person for this specific foodservice. Will default to an amount but can be
Price/Pers
edited.
Gtd # Pers The guaranteed # of people for the specific foodservice.
Service Time The time the foodservice should be delivered to the function room.
Push Enter to continue on to the Audio-Visual section
Looking up a list of all the foodservice or audio-visual codes in FOSSE
Rsrv → Function Rooms → Function Room Maintenance → Foodservice Code Maintenance

OR
Audio-visual Code Maintenance
Audio-Visual Section
Enter as many Audio-Visual codes as necessary in this section. Refer to the menu map
graphic above to print out a list of what each audio-visual code defaults to. This is also where
you can edit service codes to tailor to your property.
Comments Section
Enter up to four lines of comments pertaining to the function. Once you push enter after the 4th line
of comments, the Function Master box will appear:

Enter the function master name, contact info, and settlement method. Once you enter the
settlement & push enter, type Y to verify that the reservation is complete.
Direct bills / accounts receivable

Direct Bills are used when corporate or group accounts would like to set up an account
for charges on a room (sleeping or meeting) to be billed directly to the organization,
rather than an individual. These must be approved in advance so that we can establish
that the organization is credit worthy. FOSSE allows you to create these direct bill
accounts, manage & print invoices, monitor how long invoices have been due, and post
payments to clear the direct bill account when the organization sends them in.
Creating a direct bill account

Boffice
↓
Accounts
Receivable
↓
Account File
Maintenance
Enter A to search by Account #
Enter a six digit Account code above, then

type Y below to create a new account
Dissecting the Account File Maintenance screen

Below, we’ll go through each section of the Account File Maintenance screen. There are
5 sections of this screen that will be discussed, starting from the top:

Account Status usually
Enter account name ACT, type F5 to lookup
more.
Enter account address info. It helps

to put “Attn: Accts Payable: in the
address line. If the account has a
credit limit, enter here, otherwise
leave blank.
Default options are shown, press F5 to change

Acct Type Press F5 & Select
Pay Terms Payment Upon Receipt
Inv Sort How invoices should be sorted when printing
Print Freq Frequency of invoices that are printed
Stmt Type Statement to reflect open items, or no statement
Dun Msgs? Print Dunning messages on invoices? Usually N
Fin Chg? Add finance charge on invoices? Usually 0.0%
Inv Type How invoices should be sorted
Only fields with a value shown are required

Contract # Contract or PO # (not required)
Nat’l Acct # If applicable (not required)
Acct Setup Date Press [Enter] to default to today
Action Date Defaults to 30 days out
Comments Any comments specific to account After comments, push enter, and the
following box will appear at the bottom of the screen:
EnterA and enter approved charges/individual

s authorized to approve charges (REQUIRED)
You may also make
Changes, view open
Invoices, AcctHistory, AddMemos, View
Comments orDelete an account. Type
F3 to update, orF4 to exit.
Printing direct bill invoices
In order to get paid for the balances on our direct bill accounts, we must obviously send
out an invoice to clients so that they may remit payment.

Boffice Invoice Print Selection Options
↓ Selection
Invoice Date
1 for All Invoices Due, or2 for a specific
Type Enter for today’s date
Accounts
Receivable Leave blank for beginning & end for all,
Acct #
or enter aspecific account number .
↓ Acct Name Leave blank for all, or enter aspecific
Reports Acct Type Leave blank for all, or enterspecific
↓ Invoice Message Up to 3 lines of text to displayon invoice
Invoice Print When finished, answerY at the end if information is correct
and select printer.
Detailed Aging Report

This report allows you to view a specific one, or all of your direct bill accounts that owe
money, and how many days it’s been since they have paid.
Select desired
report type
Enter
specific
Boffice
criteria or
↓ leave blank
Accounts for all
Receivable
↓ Enter any
Reports
comments or
↓ Select how leave blank.
A/R Account report should Push [Enter]
Aging be sorted after
comments,
verify all info is
correct & print.
Applying payments to an A/R (Direct bill account)

Once an organization sends in payment (either via a company check or credit card) to
settle up their charges, it’s time to apply the payment to their direct bill account. This is a
3-step process, that must be completed by two different managers for financial checks

& balances (one with “51” access, and another with “50” level access). Finally, all 3
steps must be completed in the same day. We will show examples using the Cashier
Journal and House Accounts. The biggest benefit to using House Accounts is the ability
to track history should research need to be conducted. Cashier Journal does not, but it
allows for all postings to occur in the same screen rather than opening House Accounts
for each payment. Please consult your Accounting Department to decide which is best
for the organization.
The 3-steps are:
1) Post the payment to AR using the cashier’s journal (Level 51 access only), or
a house account.
2) Apply the payment posted in step 1 to the specific Direct Bill account or
invoice it is supposed to pay for (Level 51 access only).
3) Update the Cash Receipts Journal (Level 50 access only).
***Ensure that all 3 steps are completed in the same

business day! Failing to do so will cause your
ledgers to be out of balance***
Step 1: Option 1: Posting payment to AR using Cashier’s Journal (for

every debit, there must be a credit)

Foffice
↓
Cashier
↓
Post
Cashier’s
Journal
Under ‘Desc.’ Enter Batch Description
Enter code to apply: AR or

Payment type (CK, AX, VI, etc),
alternating between the two as
Code
shown until all
payments within the batch are
posted.
Debit Enter AR Payment Amount
Enter method of payment being
used to offset above debit
amount (e.g. Check, Credit
Card, etc.).
Note: When posting credit card
Credit
payments, a separate
authorization window will pop
up asking you to enter the
credit card details. Type F7 to
automatically authorize it.
Press F4 to exit when entries are
complete, type Y if everything is correct.
When asked to Print & Update Journal,
type Y to update now.
Step 2: Applying AR Payment to a specific DB account or invoice

Boffice
↓
Accounts
Receivable
↓
Cash
Receipts/
Adjustments/
Misc
Charges
Cash Receipts/Adjustments/Misc. Charge Entry Options

• Type CASH (all caps) to apply payment to a specific AR account. The Batch # will
automatically generate. ***Note: This is the most commonly used & is pictured in
Batch Number the example above.***
• Type ADJ to make an adjustment to a previously billed invoice
• Type MISC to add a miscellaneous charge to a previously billed invoice
Date Enter Today’s date
Batch Amount Enter total amount of all payments from step one
Press F5 to lookup the specific AR account to apply payment/make adjustment/post a
Acct # misc. charge to
• If applying a new payment: Type the check or reference # associated with the
payment.
Check #
• If making an adjustment or posting a miscellaneous charge to a previously billed
• If applying a new payment: Highlight invoice to pay & press invoice: Type NEW,
[Enter] to pay the invoice. If the amount of the payment is more than the amount of
the initial invoice selected, continue selecting additional invoices to pay until the
entire payment amount is applied.
• If making an adjustment to a previously billed invoice: Enter the charge code you are
going to use (e.g. AD for Accounting Adjustment), enter amount of adjustment in
Batch Amt, select the invoice you would like to adjust, & enter the amount you would
like to apply to the selected invoice. If necessary, continue selecting additional
invoices as needed until the balance of the adjustment is used.

• If adding a miscellaneous charge to a previously billed invoice: In “Enter/Maintain Misc
Charge Entries”, type in reference information, then enter the charge code being
used (e.g. CU for returned checks), enter amount of the misc charge, verifying with a
Y if all the info is correct. Complete Step 3, Journal
Update.
Once finished, type P for posting complete. Move on to step 3 to complete the Journal Update.
Completing the Cash Receipts Journal Update
Boffice
↓
Accounts Receivable
↓
Cash ReceiptsJournal/Update
Enter ALL for all open batches to

update (batch #’s will auto populate).
Note: If a * appears in front of a
Select batch #, the batch is not in balance,
Option 2: meaning the entire payment amount
Update & was not fully applied to all invoices.
Print
Enter any comments you would like printed

out on the bottom of the report.
Once finished, press

[Enter] until the “Is this correct?” message
appears, verify with
Y, and select the printer to print to.

Step 1: Option 2: Posting payment to AR using House Account.
Perform the Walk-in function using (F6) from the Guest Home
Screen
Step 2: Perform walk-in into a House Account
Step 3: Posting
Charge Code (AR) is ALWAYS the debit. The method of payment is
ALWAYS the credit.
After postings are complete, check the house account out of

FOSSE.
Refer to pages 27 and 28 to complete the rest of the required

accounting steps.
Sales Tax Liability Report

For accounting reporting purposes, you or an above property accountant, may have a
need to report revenues associated with tax-exempt guests, or other non-taxable
revenues. This report provides several customizable options to allow you view revenues
associated with such instances.

Boffice
↓
General Ledger
↓
Sales Tax Liability Report
Enter specific
charge code or
leave blank for all
Enter desired date

range for report.
Enter the letter for

one of the options
shown to filter your
report accordingly.
When finished, type F4 to exit,

or F10 to print the report.
Packages & ECoupons

FOSSE packages allow you to associate the cost of certain incidental charges with the
room rate on a guest account so that everything is charged as one lump sum on the
guest account. Behind the scenes, the revenue associated with each of the incidentals
included in the package can be separately allocated to the proper charge codes, and
room revenue can be allocated to its corresponding charge code. Some examples of
when you may use packages is if you are including breakfast, parking, local attraction
tickets, golf passes, etc. as a part of the room rate and would like it to appear as one
nightly charge on the folio, but want to separate the cost of each from the room revenue
for accounting purposes. Before we can setup a package in FOSSE, we must first
understand Fair Market Value (FMV).
Fair Market Value (FMV)
Note: Using Fair Market Value to determine package allocations is required for Marriott
managed hotels, and an optional tool for Marriott franchised hotels.
Fair Market Value refers to the actual dollars that will be allocated to an incidental
charge code that is part of a package. This is determined by adding the full retail value
of the incidental charge to your annual budgeted room rate & expressing the full retail
value as a percentage of this total. This percentage is then applied to the package rate
and the actual dollars that will be allocated to the incidental charge code are
determined. FOSSE performs all of these calculations automatically, but to ensure
you understand what’s happening behind the scenes, let’s discuss an example. For this
example, assume the following is true:
• The full retail value of breakfast for one at your hotel is $10.
• Your Annual Budgeted Room Rate is $100.
• The package price for the breakfast included rate at your hotel is $90 nightly.
Let’s say you are building a package that includes breakfast for one as part of the room
rate. If using FMV, FOSSE would calculate how many dollars of the total package price
will go to breakfast revenue & how many dollars will go to room revenue using the
following formula:
Once FOSSE determines the FMV Percentage for the specific incidental charge, it will
then apply that to the total package price and allocate revenues automatically during the
audit process. To continue with the example above, if you’re getting $90 per night for
your breakfast included package, then the portion of that $90 that will be allocated to FD
(Breakfast Revenue Charge Code) would be 9% of the total package price or $8.10.
The remaining $81.90 of the $90 would then be allocated to a room revenue charge
code.
Full Retail Value of Breakfast for One $10
÷ ÷
(Full Retail Value of Breakfast + Annual Budgeted $10 + $100 = $110
Room Rate)
= =
Fair Market Value Percentage 0.09 or 9%
Inputting Annualized Budgeted Room Rate
For FOSSE to properly determine the fair market value allocation for incidentals within a
package, the Annualized Budget Room Rate must be input into FOSSE:
Change to
Sysmgt Y to use
FMV
↓
Setup
Options
↓
Annualized Enter Annualized Budgeted F10 to
Budgeted Room Rate End/Update
Room Rate Note: If the previous field is set to Y when
(FMV) & this field is left blank, a prompt will finished
appear during the one button audit
asking for the Annualized Budgeted
Room Rate.
Annualized Budgeted Room Rate (ABTRR)

New Openings & GM should provide the “Annualized Budgeted Room Rate” to load
Conversions into FOSSE
Open Courtyard, Fairfield GM should provide the annual budgeted transient room rate
Inn & Springhill Suites (Transient ADR) from their stub year budget.
Open Residence Inn & GM should provide the total annual budgeted room rate (ADR)
TownePlace Suites from their stub year budget.
Setting up a Package
Packages can be applied to a Single Rate, Multi Rate, or for Stand Alone packages.
Plus with the addition to eCoupons, Properties using a MICROS 3700 on the Marriott
Database may associate eCoupons with any type of package. This will eliminate the
need to maintain and track paper coupons.
The FOSSE “Packages" functionality enables the input of Fair Market Value (FMV) of
package components to then generate a calculation which is applied to the retail value
of the incidentals associated with a rate program-driven package. Properties that use
the packages should enter the incidental retail amounts in the Package Maintenance
screen. All FMV allocations will occur during the Night Audit posting process.
To setup a package in FOSSE, access the Package Maintenance screen:

Boffice
↓
General
Ledger
↓
Package
Maintenance
↓
Add
The Package Maintenance screen has been enhanced to allow for the selection of
Single Rate, Multi Rate, or Stand Alone packages when selecting the ‘Add’ feature .
Single Rate packages will continue to utilize the four character rate code as the ‘PKG
ID’. Multi Rate and Stand Alone packages will be able to use any four character code
(alpha-numeric and special characters are allowed) as the ‘PKG ID’ as long as the first
three characters do not match those of a valid rate code.
*Please Note: Stand Alone packages are packages which are not attached to a specific
rate code and can be added to a reservation or folio using the ‘PKG/BLD’ option.

When a user elects to create a Multi Rate package and has the cursor on the ‘Rate
Pgms’ field, the user may manually enter a single rate code, select ‘F1=lookup’ to locate
a valid rate code, or select ‘F5=More’ to be able to enter a list of multiple rate codes.
*Please Note: This process can be very useful when many packages include breakfast
at specific hotels.
A rate program may only be associated with one package during the package Start and
End Dates. Existing packages at the property will remain when the enhancement is sent
to the property. If a hotel chooses to include a rate with an existing package in a Multi
Rate package during the same time period, the existing package will need to be deleted
prior to adding the rate code to the Multi Rate package.
Package Setup:
• Package that includes Room Revenue and is sold as it's own Room Rate
• Package that is sold as an addition to Room Revenue
All Packages are identified by a four character rate code and a Start and End Date. The
End Date can be left blank to follow K-Date. The Package will include Room Revenue;
it must be identified by an existing 4-letter Rate Program for Single Rate packages or a
four character Package ID. If your package is a Stand Alone package will never include
room revenue, it can be identified by any combination of 4 letters (that has not already
been used.)
Step Action
1 In the Pkg ID/Rate Pgm, enter the 4 character code or the Rate Program that is specifically
created for the package being entered.
2 Enter the Start Date of the package. This does not have to match the start date of the rate
program in MARSHA.
3 Enter the End Date of the package. The end date can be left blank to continue to k-date.
4 ‘User FMV’ – will be set to ‘Y’ yes if the FMV is turned on. Otherwise it will be set to ‘N’ no.
5 Enter the Description of the package up to 18 characters. This description will print on the
folio.
6 Enter the Package Chg Code that should be associated with the package. It is recommended
that this charge code be reserved specifically for packages. (The charge code EP has been
created especially for Packages and can be used here.) The Charge Code must also have a
transfer class of "3." If the charge code entered here is not used elsewhere in this package, or
posted elsewhere during the day, its total on the Daily Closing Report will always be zero. This
charge code should not have any taxes associated with it - all the appropriate taxes will be
calculated later in the setup based on the charge codes within the Package.
7 Rate Pgms Single or Multiple rate will be added. Select ‘F5=More’ to add multiple rate
programs.
8 eCoupons Select ‘F1=Lookup’ to insert an individual eCoupon. For multiple eCoupons, select
‘F5=More’ to input a list.

9 Enter in ChgCode the charge code contained in the incidental revenue breakdown of the
package. If the Package is sold as part of the Room Rate, the amount of the package that
should be credited to Room Revenue will be calculated by the system and posted during the
night audit. The system will calculate the amount of room revenue by subtracting the total of the
incidental charges (the "Incidental Total") from the Rate on the folio. The charge code used for
room charges is based on the type of Rate Program. For Rate Programs setup in MARSHA as
Package types (P), the Room Revenue will be posted to RP. The guest will not see the room
charge code on their folio if the package includes room charges.
Note: Settlement (CA, VI, etc.), offset (AR, FD, etc.), and room revenue (RB, RP, etc.) codes
can not be selected as either a Package Charge Code or an Incidental Charge Code within the
package.
10 Enter the Amount that should be charged per night to this charge code for a single occupancy
room. FOSSE will automatically calculate the amount of tax that will be posted on the folio and
populate the "Tax" column with that amount. The charge code and tax posted on the folio is
determined by the Charge Code Setup for the Incidental Charge Codes. The tax percentage is
set in Tax Code Maintenance. The charge code will be debited in this amount during night audit.
11 Enter the Amount that should be charged per night to this charge code for a double occupancy
room. FOSSE will again automatically calculate the appropriate taxes.
12 Continue entering the charge codes (up to 20), to be included in the package.
For Packages that are sold as part of a Single or Multiple Rate Program, the "Incidental Total" is
the amount that will be subtracted from the Room Rate and distributed to the appropriate
incidental charge codes nightly.
For Packages sold as a Stand Alone package, the "Incidental Total" represents the amount
charged nightly to the guest as a separate line item, identified by the Description and the
Package Charge Code.
13 Select F10 to End/Update.
Another enhancement is the addition of the eCoupons field. This allows the user to
attach eCoupons to a particular package for properties using MICROS 3700.
*Please Note: The addition of an eCoupon to a package does not add any additional
charge breakdown during the Night Audit package allocation process. If additional
revenue must be reflected due to the addition of an eCoupon, include the additional
revenue in the Incidental Revenue Distribution section of the package setup.)
Printing Packages
Follow the below instructions to print a detailed list of all packages that have not yet
reached their end date.
Step Action
1 From the Package Maintenance screen, select P to print.
2 Select the desired printer. Detail of all the Packages set up in FOSSE will print.
Changing or Deleting a Package Setup
Follow the below steps to Change a Package Setup or to Delete a Package Setup. Be careful
not to delete a package that has guests in house, or future reservations. Packages will remain
in the system for one year past their end date.
Step Action
1 From the Package Maintenance screen, select C to Change, or D to Delete.
2 Use the F1 key to Lookup the packages that have been setup already, and chose the
package you wish to change or delete. Each 4-letter rate program associated with a
package will have a different line for each date range. If you do not use the Lookup
function, you must enter the rate program, along with the exact start date to change an
existing package setup.
Package Items to Note:
• The maximum number of package eCoupons available will equal the number of nights a package
w/eCoupons is part of the reservation.
• Each package eCoupon will become available upon the DAY that the package is applied to the
folio.
• Package coupons are not earned on the day of check out.
• If a package coupon is changed, the new coupon(s) will be available and will accrue based on the
time of the stay and the number of nights that the package is applied.
• If a package coupon is the same code as an individual eCoupon and both are available for use, the
coupon code will appear only once on the MICROS.
• If more than one of a particular coupon is available, the coupon code will appear only once on the
MICROS. After one uses the first coupon and rings up another ticket, the coupon code will again
be available. There is no way within the MICROS to determine the number of each coupon
available without closing tickets to each available coupon code.
• The base assumption is one coupon = one complete ticket. Therefore, if a ticket has multiple
items that are to be paid for by multiple coupons, the MICROS ticket must be split.
Apply a Package to a Folio
Add a Package to a Guest's Folio
Follow the below steps to add a Package to a guest's folio. This means that the
Package is NOT part of the guest's room rate and will be posted to the folio in addition
to the Room Revenue. For example, if the guest's room rate is $109 and the Package is
$9.95, the guest will be charged 2 separate line items - $109 and $9.95, plus applicable
tax.
Step Action
1 From the guest's folio, select O for "More." This is a new option resulting in a list of more
options, both old and new.
2 Select P for "Pkg" (The accompanying option for Bdl is reserved for a future
enhancement)
3 Enter your Clerk Code
4 Enter the Package ID. The Package ID must have already been created. The Description
and Amount will be automatically populated.
Pkg/Bdl Charges
Days of Week
Id P/B Description Amount From Thru SMTWTFS
BFST P BREAKFAST PACKAGE 9.95 YYYYYYY
5 Press ENTER if the guest wishes to purchase the Package starting today, or enter the
date that the Package charges should start posting to the guest's folio.
6 Press ENTER if the guest wishes to purchase the Package through the last date of their
stay, or enter the last date that the Package charges should post to the guest's folio.
7 Press ENTER if the guest wishes to purchase the Package every day of their stay, or
enter the days of the week for which the Package will apply.
8 Press F10 to save changes and apply the Package to the guest's folio.
Incidental Folios
Because the Package Setup Screen will only allow incidental charge codes to be used as
the Package Charge Code, the package will transfer to the incidental folio for the room if
one exists.
Follow the below instructions to exclude the Package Charge Code from the Incidental Folio:
Step Action
1 Select O for "More" from the guest's folio.
2 Select I for "InCh" (Incidental Charges)
3 Enter your Authorization Code
4 Press F5 for "Selected Charge Codes"
5 Enter the Package Charge Code
6 Press ENTER through the "From" and "Thru" fields
7 Enter NNNNNNN in the "Days of Week" column, indicating that WB should never be
posted to the Primary Folio. Any Package charges that have already posted to the
Incidental Folio will now be a part of the Room and Tax folio.
FOSSE Accounts for Package Revenue During the Night Audit

Night Audit Charge Code Postings
For Packages sold as part of the Room Rate:
If the Rate Program on a folio is designated as a package AND the stay dates are within
that Package's dates, the Night Audit will post only the Package Charge Code and
Room Tax to the folio. These will post as debits (the charge column on a folio). A credit
for the total package will be posted against the Package Charge Code in the Night Audit
Shift Cashier's Journal. The Night Audit Shift Cashier's Journal will post debits to the
charge codes listed in the package set up. These postings will be done automatically
by the FOSSE; No entries will need to be posted by hotel staff.
In the example below of the Cashier Journal Entries, BP is the Package Charge Code.
Explanation Clerk Voucher Code Description Debit Credit
PKG Posting Folio SYS RP Room Charge-Pleas 59.00
76098 Trans
SYS SS Breakfast Food 7.00
SYS GF Golf Passes 33.50
SYS GP Golf Package 99.50
Night Audit Charge Code Postings
For Packages sold as an addition to the Room Rate:
If a Package has been added to the folio using the methods described above in the
section entitled "Adding a package onto folio," and the stay dates are within that
Package's dates, the Night Audit will post the Package Charge Code and the Room
Charge to the folio. These will post as debits (the charge column on a folio) on the Night
Audit Shift Cashier's Journal. A credit for the total package will be posted against the
Package Charge Code in the Night Audit Shift Cashier's Journal. These postings will
be done automatically by the FOSSE; No entries will need to be posted by hotel
staff.
In the example below of the Cashier Journal Entries, GP is the Package Charge Code. Room
Charges will be posted as they normally would be if there was no package involved.
Explanation Clerk Voucher Code Description Debit Credit
PKG Posting Folio 76098 SYS GF Golf passes 33.50
SYS SS Breakfast Food 7.00
SYS GP Golf Package 40.50
Manual Postings
Only packages that are posted during the night audit will breakout the appropriate
revenue, and display the property-defined description on the folio. If a package must be
posted during the day, the revenue must be manually applied to the different charge
codes.
Voiding / Rebating
If an attempt to Void a package posting occurs, a message box will appear indicating
package rebates must be done manually to the different charge codes.
The eCoupon Process for Packages
The following screenshots illustrate an example of the interaction between FOSSE and
MICROS with attaching and posting a package eCoupon.
In Package Maintenance, GOVA is a rate program driven package with multiple

eCoupons attached.

1. Room Number 105 – Jensen/Alan is associated with the package by the rate program
code.
2. There are no Individual eCoupons attached to the folio.
3. In MICROS, create a ticket. When closing out the ticket, select the appropriate Room or
Meal Package key, and enter the Room Number of the guest.
4. Package eCoupon availability is displayed directly below the guest name.
5. Package eCoupon quantity will not be displayed.

6. To apply the Package eCoupon select the line number that meets the guest’s needs. In
this example, the guest is enjoying a Breakfast for 1.
7. The ticket will print/close and posting will be sent to FOSSE.
8. An “ECOUPON/ECOUPON” house account will create if doesn’t already exist and will
contain the posting sent from MICROS.
9. Follow current procedures for performing Coupon/Package offsets to MGR House
Account folios.
10. The secondary package eCoupon will be available to use on another ticket.
11. Package eCoupons will not show in the guest folio, only individual
eCoupons added by a user. However, Platinum guest ECoupons will be
applied every day at 4pm local time.
12. To manually add an ECoupon, select eCoup then select from the drop
down list. F10 to save
Mobile Chat and Escalation Rules Setup

You may set as many escalations as you wish. It is recommended
that at least one escalation is set up 15 minutes after a chat has
been initiated and 30 minutes after a chat has gone unanswered.
Step 1: Once logged into Empower, search your hotel in the search box

Step 2: Click on the hyperlink with your hotel name.
Step 3: Scroll down to the “Escalation Rules” section and click “New
Escalation Rule”
Step 4: Complete all required fields (select “chat” for “missed chat” as the
case type) and the duration you want. Select each user you would like to
receive escalations. (Note: they must be a user linked to your property in
order to select them.) Click “save” when complete.

Customer Care Case Management
Customer Care cases are now addressed through GXP/Empower.
Step 1: Ensure you have GXP/Empower access
Step2: View your cases regularly by clicking on the drop down box and
selecting “GXP All Open Cases”

Step 3: Take ownership of the case
Step 4: Be sure to document all measures taken to resolve the case. At the
appropriate time, change the case status to Case Pending. At this time,
Customer Care will make any necessary notes regarding the case. If you
are waiting on a guest response, change the case status to Pending Guest
Response. All cases must be addressed within 36 hours.
Reward Reimbursements (ARS/IMS)

Utilizing the ARS/IMS system is important in order to ensure correct
REVPar and ADR reporting to STR.
Obtaining access is a two-step process. First step is to request a Mainframe

Login ID through the Identity Center. The next step is to email the Hotel MR
Security Form (found on MGS – Search reimbursement) to
rewardsreimbursement@marriott.com. The form MUST come from the
person above the person that requested the Mainframe Login ID. The form
can be found on MGS by searching Property Reimbursements.
Step 1: Request access through the Identity Center for “Mainframe Login
ID Access Request”

Step 2: After clicking on the Mainframe Login ID Access Request, complete
the form.

Select “Marriott Rewards (Honored Guests) then click “yes” that the
information is correct.
Step 3: Next Steps

• An automatic e-mail will be sent to the person indicated in the
request form as the immediate manager
• The manager must approve the request
• Once the request form has been approved, the requisition will be
processed.
• Expect a turn around time of 3-5 business days
Monthly Reconciliations (franchisees)

Every month, franchisees receive two invoices from Marriott. The first is in
the beginning of the month and this invoice contains royalty fees. The
second invoice contains various system, Loyalty Reward, commissions,
and fees. This invoice is received in the middle of the month. When the
invoice is received, someone must reconcile to ensure hotel was
reimbursed for all Loyalty stays.
Step 1: Log into FOSSE and go to the Reconciliation screen.
Step 2: Complete all required fields. Best practice is to leave Start Date/End
Date blank, Status (U) and sort by (D) Departure Date. Guest stays will be
in departure day order on the invoice.
Step 3: Match FOSSE stay to reimbursements on your invoice.

Step 4: If you have Loyalty stays that have not been reimbursed, you must
fill out the Outstanding Reimbursement Certificate Template and email to
rewardsreimbursement@marriott.com.
All Loyalty information can be found on MGS following the path
Home---Sales, Marketing and Revenue Management---Loyalty--Program

Procedures---Property Reimbursements
Housekeeping: Useful Functions & Reports
If your hotel is a new opening, your onsite trainer will assist you in setting up your hotel so
that FOSSE daily breakout reports generate correctly. This section highlights what the
housekeeping leader should do to ensure a successful daily operation as well as valuable
functions & reports within Housekeeping to achieve this. The graphic below shows the
daily tasks of a housekeeping leader. The reports needed to complete these tasks
are mentioned in greater detail on the pages that follow.
Daily Responsibilities of a Housekeeping Leader

•Print ALL Rooms Status Report (F8, Tab --> M,H,P,M): Will print status of all rooms in the hotel.
desk. If any rooms are 'discrepant' (different HSKP & FD Status), review and resolve with front
•Print VR Rooms Status Report (F8, Tab --> M,H,P,M): Will print rooms that are vacant ready
Beginning of only. Check these rooms at the beginning of the day to ensure they're still valid.
Day Functions •Print Breakout Report (F8, Tab --> M,H,P,B): Will print room assignments for each housekeeper.
Print a second copy for inspections.
•Print Dirty Rooms Only Report (F8, Tab --> M,H,P,M): Will print all vacant & occupied dirty
rooms. Use throughout the day to update room statuses from dirty to Vacant Ready or
Occupied Clean.
•Print Unexpected Stayover report to complete due outs at your published departure time.
During the •Houskeeping Room Status Update (F8, Tab --> M,H,H): Use this function to type in a specific
Day room number or a list of room #'s and update their status to H - Vacant Dirty, V - Vacant
Ready, O - Occupied Clean, or R - Refuse Service.
•Print Dirty Rooms Only Report (F8, Tab --> M,H,P,M): Will print all vacant & occupied dirty
rooms. At day's end, this report should reflect '0' dirty rooms, unless you have decided to 'roll'
rooms, which should be put 'On Hold' so that the FD doesn't use them. This is not
recommended.
Closing Out •Print Discrepancy Report (F8, Tab --> M,H,P,D): Will print rooms that have different HSKP & the
Day FD statuses. discrepant rooms.Check these rooms and resolve with FD. At day's end, this report must
show '0'
•Print ALL Rooms Status Report (F8, Tab --> M,H,P,M): Will print status of all rooms in the
hotel. All rooms should show ready or clean by now.
• All Rooms Status Report (AM)

• Discrepancy Report (AM)
File Keep these • Vacant Ready Only Report (AM)
Reports reports on file • Break Out Reports (All HSKP Sections) for
90 days • Dirty Rooms Only Report (PM)
• All Rooms Report (PM)
Housekeeping Room Status Update
This function is used to update the status of a room in FOSSE. Most commonly, this will
be used to change Vacant Dirty rooms to Vacant Ready once a room has been cleaned
and is ready for the front desk to check a new guest into, or if a stayover room is being
identified as having been cleaned, refusing service, or if there was a DND (Do Not
Disturb) present.

RoomMgt
↓
Housekeeping
↓
Housekeeping
Room Status
Update
Housekeeping Room Status Update

Enter a single room number to update, a range of rooms, or press F5 to enter a
Rooms to Select
list of rooms
Most hotels have only 1 building. You can enter a specific building number here,
Building to Select
or leave blank for all (most common)
Enter a specific floor to update. Only available if a specific building number has
Floor to Select
been entered
Choose to update only Odd or Even numbered rooms, or select All rooms (most
Select
common)
Status Enter new status of the room(s)
Do Not Disturb Enter Y if the room(s) being updated had a DND on today, or leave at N if not.
Press F10 to End/Update when finished.
Note: FOSSE will not display a confirmation of changes, but will simply make the updates and return the cursor
back to the ‘Rooms to Select’ field for additional updates. Press F4 to exit when all updates have been made
Room Hold & Out of Order (OOO) Update
The Room Hold Update & Room Out of Order (OOO) Update functions are two separate
functions, but visually, the screens for each are identical so we can discuss them
together. Both functions will prevent these rooms from being assigned to a guest folio.
The first difference between these functions is that a room put OOO, will not be counted
as part of daily inventory, while a room on hold will. Also, if a room is OOO, the only way
to remove it from this status, is to delete the OOO designation in the OOO Update
screen. A room on hold, on the other hand, can be overridden at any room selection
screen (i.e. Check-in, room blocking, etc), and a user will only be prompted once to
ensure that the override should occur.

RoomMgt
↓
Housekeeping
↓
Room Hold
Update
Or
Room Out of
Order Update
Room Hold & Room Out of Order Update

Enter a single room number to update, a range of rooms, or press F5 to enter a
Rooms to Select
list of rooms
Most hotels have only 1 building. You can enter a specific building number here,
Building to Select
or leave blank for all (most common)
Enter a specific floor to update. Only available if a specific building number has
Floor to Select
been entered
Choose to update only Odd or Even numbered rooms, or select All rooms (most
Select
common)
Start Date Enter date when room(s) should begin to be on hold or OOO status
Enter date when room(s) should be removed from hold or OOO status (will
End Date remove when audit runs on that date, and rooms will be returned to Vacant Dirty
status).
Reason Code Press F1 and select the reason the room is being put on hold or OOO
Comment Type in any additional info pertinent to room(s) being put .on hold or OOO
Press F10 to End/Update when finished.
Note: FOSSE will not display a confirmation of changes, but will simply make the updates and return the cursor
back to the ‘Add/Change/Delete/Exit’ screen for additional updates.
Breakout Report
The Housekeeping Breakout Report is used daily to print boards for housekeepers. It
details which rooms need to be cleaned, and if they are departures, stayovers, or if they
have refused service.

RoomMgt
↓
Housekeeping
↓
Reports
↓
Breakout
Report
Breakout Report
Create New
Select Y when creating new breakouts for the day
Breakout
Enter how many “credits” (or minutes) each housekeeper’s board should
Target Credits
include, or leave blank and move to next field.
If you did not specify Target Credits, here you can enter the number of
housekeepers you have working on a given day and the boards will be broken
Housekeepers
out evenly across that many boards, without regard to the number of
credits/minutes on each board.
Include Occ
Enter Y if you would like rooms that were checked in after the audit (arrived
Clean New
today) to be included.
Rooms
Special Enter a remark you would like to appear on each one of the boards (i.e project
Remarks of the day, etc.)
Process
Used if you want to process any special rules on the boards. Typically this is
Manual House
set to N.
Rules
Press F10 to continue on to editing Room Attendant Boards before final print
Editing Room Attendant Boards
After pushing F10 from the previous screen, the following screen will appear. Here, you
can make final edits to the room attendat boards (i.e. Add names, move rooms between
boards, sort rooms, etc).

Move the Modify the
highlighting highlighted Move
cursor to board (see rooms
the next page between
Previous Move the for a
highlighting boards
board detailed
cursor to screenshot
the Next ) Print out all of
board
the boards to
distribute to
housekeepers
Modifying a Room Attendant Board
If Modify is selected from the previous screen, you are given further options to modify
the highlighted board. Below is a screenshot with explanations of each option.

Modifying a Room Attendant Board
Prev Move to previous board
Next Move to next board
Join Join or merge two or more boards together
Sort the room numbers on the current board in numerical ascending or descending
Sort
order
Complete Mark the board as completed for the day (all rooms have been cleaned/addressed)
Attd Add the room attendant’s name on the board
Rooms Add or remove rooms from this board
Rules Apply any manual house rules to this specific board (usually unnecessary)
Print Print just this board
Detail Review details about the rooms on this board (i.e. length of stay, c/o date etc)
When finished modifying each board, don’t forget to do a final sort of the room numbers, then
press E to Exit back to the summary screen & print all boards
Completions & Discrepancies
The completions & discrepancies report is a running list of rooms throughout the day whose
status is discrepant. This report is useful when checking departures, and at the end of the day
when confirming that all room statuses have been entered into the system appropriately. Rooms
may become ‘discrepant’, when the guest does not come down to the desk to checkout, so the
folio remains checked in, but the status of the room has been changed to Vacant Ready on the
housekeeping side (usually when the housekeeper knocked on the door, found the room to be
vacant, cleaned it, room was inspected and flipped to VR). Below is an example:

Folio #
Room #
Most likely
FD Status of reason for
RoomMgt User initials Room discrepancy
(^^ = status
↓ updated
(S=Sold, room
is checked in)
Housekeeping through phone
Original
interface)
↓ Room
Status
Changed to
Reports Room Status
(H =
(V = Vacant
↓ Vacant
Dirty) Ready)
Completions
and
Discrepancies
Newly Vacated Rooms
Room
Mgt
↓
Housekeeping
↓
Reports
The newly vacated rooms report can be used to view a list of rooms that have
↓ checked out at the desk. It’s very useful throughout the housekeepers
day for to be
Newly Vacated able to get into rooms as they vacate.
Rooms
There are 3 report options:
• Print Only – Print all of the vacated rooms from the beginning of the day.
• Print Only from
Starting Time – Print from a specific time onwards.
• Print and Clear – Print th
e list of vacated rooms and clear them from this
report.
Unexpected Stayovers

RoomMgt
↓
Housekeeping
The unexpected stayovers report will provide a list of rooms that
↓ were scheduled to checkout today, but extended their stay. This
Reports is important so that housekeepers can be informed that the
rooms should be cleaned as a stayover, not a checkout. A
↓ starting room number can be entered, or press enter for all
Unexpected
rooms.
Stayovers
Room Status Report
RoomMgt
↓
Housekeeping
↓
Reports
↓ The Room Status Report is a frequently helpful tool used to display rooms by a
Room Status particular status (Vacant Ready, Vacant Dirty, Occupied Clean,
Since itetc.)
is
Report accessed many times during the day as room statuses are changed, it may be easier to
view it onthe screen rather than printing it out each time. To view on the screen, when
you pressF10to print, select
Output to screenwhen thelist of printers
is given
Room Status Report

Rooms to Select Enter a specific room #, a range of rooms, or F5 to enter a list of rooms
Building/Floor to Select Enter a building/floor if applicable (usually 1)
Select Select Odd or Even numbered rooms or All rooms
Room Status Enter a specific room status to display or All. Type F1 to lookup a status code
Enter Normal for detailed info on each room (gst name, los, etc) or
Select Report Type
Condensed for just the room number & status
Press F10 to print or F4 to exit without saving

MRDW (Marriott Reservation Data
Warehouse)
From the Marriott Global Source homepage go to Business Resources>Business

Applications.
Navigation at a Glance (MRDW Home Page):

MRDW Logo – Clicking the Reports To Go – New My Briefcase – New Quick Links –
logo will take the user to functionality to allow functionality to enable To MRDW
the Home Screen. users to create users to manage the Home and
templates to group report download Support
reports for printing and process. Pages.
downloading.
Functional Area Tabs –

Provide easy navigation
to each functional area‘s
reports.
Message Center Training – Will be Quick Links – Gives

Consolidates the accessible throughoutthe user the ability to
jump directly to a
Report Status and each of the functional
Recent specific functional area
areas and will contain
Announcements information specifichome to
page.
sections of the old each area.
MRDW home page.
Navigation at a Glance (MRDW Home Page continued):

Sub Menus – When a user hovers
their mouse cursor over a Sub Functions – When a user
Functional Area Tab, a dropdown hovers their mouse cursor over a
menu for that area is displayed. Sub Menu arrow, links to the
This gives the user the ability to functions within that area are
jump directly to a specific display. available for quick access.
Property Search Link –

Provides search
functionality allowing
users to navigate
reports for each
property and functional
area.
Navigation at a Glance (Property Search Page):

Report Grouping – Allows the Search Criteria – Allows the user
user to quickly move between the to find properties for which they
reports available for each have access by Marsha code,
functional area. brand, region, or cluster.
Search Results – Lists

available reports for that
functional area for the selected
property.
Properties – Lists the My Cluster Search –

properties from the Lists the property
search results for clusters defined by the
which the user has user with the My
access. Clusters functionality.


Front Office Manager Training Guide

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Front Office Manager Training Guide

Uploaded by

Copyright:

Available Formats

Front

Manager Training Guide

introduction & additional training resources

• Logon to MGS to access myLearning or Digital Learning Platform.

• Access courses by clicking on “Catalog” in the left pane, then navigating to

• Additional courses can be found in the Learning and Development Zone

• Complete the courses listed here in the following order:

***IT IS IMPORTANT TO NOTE THAT THIS ONLINE TRAINING IS MEANT TO

How to use this guide

Accessing specific menu options in FOSSE

Whenever you see the icon to the left in this guide

Step by step instruction tables

Screenshots with call-outs

Marriott Confidential & Proprietary – November 2018 4

• Login to LIVE FOSSE.

• From the Home screen, select F8 → SysMgt → Practice Property

• Select each of the following options IN THIS ORDER:

o Restore/Reset Inventory Files from PMS.

• Logout of LIVE FOSSE.

Marriott Confidential & Proprietary – November 2018 5

Marriott Confidential & Proprietary – November 2018 6

Remember, always consult HDX+ BEFORE calling

Associate EID & password setup options

The Login ID must be the associates EID:

Disabled Login IDs:

Locked Login IDs:

Passwords will not appear on the screen as they are typed.

Maintenance • First Name – first name of associate

Credit Cards •• 100101- rooms or less200 rooms: : 34 usersusers

Marriott Confidential & Proprietary – November 2018 8

Authorize Confirmed Rooms in FOSSE &

Marriott Confidential & Proprietary – November 2018 9

Marriott Confidential & Proprietary – November 2018 10

Price Enter Price

Marriott Confidential & Proprietary – November 2018 11

market sales report

Marriott Confidential & Proprietary – November 2018 13

Sample Market Sales Report

Daily Period to Year to

Marriott Confidential & Proprietary – November 2018 14

Group block setup options

Adding a New Group Block

Marriott Confidential & Proprietary – November 2018 15

Arrival Date I nputtingearly arrival/late departure pickup can be tracked

Marriott Confidential & Proprietary – November 2018 16

Group Info Box

Account Info Box

Marriott Confidential & Proprietary – November 2018 17

Facts Page Box

Marriott Confidential & Proprietary – November 2018 18

Once you have typed

You may also type F4 to

FOSSE will display

Marriott Confidential & Proprietary – November 2018 19

Congrats! The group

Printing a group rooming list

Rooming List Report

Building a function room

Function Room Maintenance Options

Marriott Confidential & Proprietary – November 2018 21

Enter an option here:

• Query reservations for a