Module-14 1

INFORMATION SHEET 14.
“PREPARE FRONT OFFICE RECORDS AND REPORTS”
Objectives:
After reading this information sheet, you are expected to do:
1. prepare and update front office records within designated timelines

2. follow establishment policies with regard to room changes, no-shows,
extensions, and early departures.
3. distribute reports and records to the appropriate departments within
designated timelines.
This targeted tutorial has been designed for current and prospective
manager, supervisors and team leaders alike. Explore each key hotel
department in-depth, including the marketing and sales department,
housekeeping, food and beverage, maintenance, security,
banqueting/special events and HR management departments. Learn how
strong communication ensures every department is on the same page and
contributing to the same collective goals.
INTERDEPARTMENTAL COMMUNICATION
Every hotel is a product of multiple inter-connected departments,

working together with the same collective goal. An outstanding guest-
experience can only be provided when every department performs both
flawlessly and in perfect synergy with every other. Which along with reliable
staff performance also demands strong, constant and well-managed
communication. Depending on the size and type of the establishment,
managing interdepartmental communications can be incredibly complex.
Though often overlooked as an afterthought, communications management
can have a direct impact on the way the wider business performs.
CBLM in Front Office Date

Services NC II Developed: Document No. 0301
October 2019
Prepared by: Issued Page 1 of 17
PREPARE FRONT OFFICE RECORDS Kyle B. Remo by:PINHS
AND REPORTS
`https://www.slideshare.net/Zackie31/communication-with-housekeeping

October 2019
AND REPORTS
REVISIONS

October 2019
AND REPORTS
DIFFERENT TYPES OF REPORTS USED IN HOTELS
Reporting plays a very important role in hotels day to day operations,

It provides the management with in depth analysis of the hotels performance
which express the actual results of operation during an accounting period,
identifying revenues earned and itemizing expenses incurred during that
period.
It is not only the management which relay of reports, Each and every
department in hotel uses one or many reports on their day to day
operations.
Reports are normally printed from the Property management
systems / PMS ( eg: Opera, Protel, Hetras, Fidelio Etc. ) or Point of Sale
- POS ( Micros, Shawman etc.). Reports like Arrivals today, Departures
today, Guest In-house, VIP - Inhouse, Sales by Cheque etc. are few example
of reports used in hotels.
October 2019
AND REPORTS
1. Hotel Guest Airport Pick up / Drop report
This report is used by the Travel desk / Concierge to arrange to pick up and
drops for the hotel guests.
The report contains fields like Guest Name, Company Name, Arrival Flight
no, ETA, Departure Flight No., ETD, Guest mobile number, Special requests
etc.
2. Hotel Daily business report/ DBR

Every hotel produces a ‘daily business report’ AKA ‘Manager flash’ that
recaps all the activity within the last 24 hours. This daily report includes
hotel statistics, like the total earnings from hotels revenue centres (eg:-
Rooms, Food and Beverage outlets, Laundry, SPA, Shop rentals etc.)
Figures from each revenue centres is represented in FTD ( Figures today).
MTD ( Month to date) and YTD ( Year to date), These figures are also
compared with the Last year FTD, MTD and YTD figures. In most of the
cases actuate generated revenue of each revenue centres is often compared
with the budgeted figures to calculate the variance ( + / - ). This will also
help the management to track if these revenue centres are doing well or not
and also in par with their forecasted budgets.
The hotel General manager reviews this daily business report in the
morning meeting which is attended by all revenue centre managers/heads.
They then discuss on the performance of each revenue centres after
reviewing the revenue generated by them. Strategical decisions are then
taken by the General Manager if certain revenue centres are not achieving
their targeted budgets.

October 2019
AND REPORTS
October 2019
AND REPORTS
DBR many also includes customer requests or any complaints that have
occurred during the day. It also includes maintenance issues.
3. Arrival Report
An arrival report used in to check the Expected guest arrivals to
the hotels on any given date.
This report is to be designed to give arrival guest details like, Arrival
Date, Arrival time, room blocked, VIP code, Any special guest specific
request or room specific requests etc.
4. Departure Report
A Departure report is used to track the expected departures for any given
date.
Report mainly contains the Guest Name, Room number, Departure Date
and time, Billing instructions, Ariport transfer details etc.
5. High Balance Guest Report

A High balance report / Credit limit report is used to find out all guest
who had exceeded the normal credit limit of the hotel.
This report is prepared on a daily basis by the Night Auditor and
circulated to the management.

October 2019
AND REPORTS
6. Guest In-House Report
The in-house report is used to check the details of all guest how are
currently occupying in the hotel. This report is usually configured as per the
Room number order or Guest name order.
The report contains fields like the Guest name, Room number, Number of
Adults. Number of Children, Company / Travel Agent / Group name, Arrival
Date, Departure date, Billing instructions, VIP code etc.
7. Rate Variance Report or RVR

The Rate Variance Report displays consolidated rate check statistics for
guests in house. The report can be generated for today's checked in
arrivals, occupied rooms only, or for all rooms configured in the property.
The Night Auditor uses this report to check all the rate picked up on
the reservation before he/ she runs the Night Audit / End Of Day function
in the PMS for ( Automated hotels).
The Reports contains fields like Guest Name, Room number, Arrival Date,
Departure Date, Rate On which the resrvation was booked, Current Rate on
the reservation, Variance / Difference between the rate booked and the
current rate, Market segment, Soucre Segment, Billing instructions,
Company / Travel Agent/ Group Name etc.

October 2019
AND REPORTS
8. Wake-up list report
Sample Format of wake-up call report used in front office operations. The
report should have fields like Guest name, Room Number, Wakeup date,
wakeup time, Special request, reminder call, wakeup call performed by,
Remarks etc.

October 2019
AND REPORTS
Self-Check 14.1
Directions: Identify the following.

1. This report is used by the Travel desk / Concierge to arrange to pick
up and drops for the hotel guests. The report contains fields like
Guest Name, Company Name, Arrival Flight no, ETA, Departure Flight
No., ETD, Guest mobile number, Special requests etc.
2. This report should have fields like Guest name, Room Number,
Wakeup date, wakeup time, Special request, reminder call, wakeup
call performed by, Remarks etc.
3. It is AKA ‘Manager flash’ that recaps all the activity within the last 24
hours. This daily report includes hotel statistics, like the total
earnings from hotels revenue centres (eg:- Rooms, Food and Beverage
outlets, Laundry, SPA, Shop rentals etc.)
4. This report displays consolidated rate check statistics for guests in
house. The report can be generated for today's checked in
arrivals, occupied rooms only, or for all rooms configured in the
property.
5. used in to check the Expected guest arrivals to the hotels on any
given date. This report is to be designed to give arrival guest details
like, Arrival Date, Arrival time, room blocked, VIP code, Any special
guest specific request or room specific requests etc.
6. This is used to check the details of all guest how are currently
occupying in the hotel. This report is usually configured as per the
Room number order or Guest name order. The report contains fields
like the Guest name, Room number, Number of Adults. Number of
Children, Company / Travel Agent / Group name, Arrival Date,
Departure date, Billing instructions, VIP code etc.
7. This report is used to track the expected departures for any given
date. Report mainly contains the Guest Name, Room number,
Departure Date and time, Billing instructions.
8. This is used to find out all guest who had exceeded the normal credit
limit of the hotel. This report is prepared on a daily basis by the Night
Auditor and circulated to the management.
9. It plays a very important role in hotels day to day operations, It
provides the management with in depth analysis of the hotels
performance which express the actual results of operation during an
accounting period, identifying revenues earned and itemizing expenses
incurred during that period.
10. It plays a vital role in delivering hospitality to the guests.
Self-Check 4.2
Directions: Enumerate the following.

October 2019
AND REPORTS
A. Who are the people involved in interdepartmental communication?
Illustrate it.
B. What are the revisions that you need to consider?
C. What are the different types of reports in a hotel?
Job Sheet 14.1

October 2019
AND REPORTS
Directions: Create your own standard! If you will be the manager of El
Kawit Hotel and Resort. When do you think are you going to collect the
reports from the front Office Personnel. Create a timeline.
BIBLIOGRAPHY
https://www.ajar.id/en/post/tips-to-prepare-and-update-front-office-records
October 2019
AND REPORTS
https://www.cpdcourses.com/modules/hotel-management/interdepartmental-communication-
in-hotels
https://www.slideshare.net/Zackie31/communication-with-housekeeping
https://setupmyhotel.com

October 2019
AND REPORTS
October 2019
AND REPORTS
October 2019
AND REPORTS
October 2019
AND REPORTS
BIBLIOGRAPHY
https://www.cpdcourses.com/modules/hotel-management/interdepartmental-communication-
in-hotels
https://www.slideshare.net/Zackie31/communication-with-housekeeping
https://setupmyhotel.com

October 2019
AND REPORTS

Module-14 1

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

Module-14 1

Uploaded by

Copyright:

Available Formats

INFORMATION SHEET 14.

“PREPARE FRONT OFFICE RECORDS AND REPORTS”

After reading this information sheet, you are expected to do:

1. prepare and update front office records within designated timelines

Every hotel is a product of multiple inter-connected departments,

CBLM in Front Office Date

CBLM in Front Office Date

CBLM in Front Office Date

Reporting plays a very important role in hotels day to day operations,

2. Hotel Daily business report/ DBR

CBLM in Front Office Date

5. High Balance Guest Report

CBLM in Front Office Date

7. Rate Variance Report or RVR

CBLM in Front Office Date

CBLM in Front Office Date

Directions: Identify the following.

Directions: Enumerate the following.

Job Sheet 14.1

CBLM in Front Office Date

CBLM in Front Office Date

You might also like