Professional Documents
Culture Documents
Pre-Arrival Reservations
Establishment of
Arrival Registration
Credit
Night Audit
Check-Out and
Departure History Settlement
Pre-Arrival
a. Registration Function;
b. Rooming Function.
The front desk agent should determine the guest’s reservation status
before beginning the registration process.
To sell successfully, the front desk agents must be very familiar with
the hotel’s room types and guest services, and be able to describe
them in a positive way.
Goods or services purchased from the hotel may also be charged to guest
accounts. Front desk accounting records must be periodically reviewed for
accuracy and completeness. This need is met through the night audit.
Although the name implies that this process takes place in the evening, this is
not necessarily the case. In hotels with computerized front office accounting
system, the audit can be conducted at any time during the day. Some
computerized properties choose to call the audit the front office audit or
update.
Departure
This is the final element of guest service.
Checking the guest out of the hotel and
creating a guest history record.
At check-out, the guest vacates the room, receives an accurate
statement of account for settlement, returns the room keys, and
departs from the hotel.
Once the guest has checked out, the front office updates the room’s
availability status and notifies the housekeeping department.
During the check-out, the front office determines whether the guest
was satisfied with the stay and encourages the guest to return to the
hotel – or another property in the chain.
The final element of guest accounting is settlement of the guest’s
account.
Once the guest has checked out, the front office can analyze data
related to the guest’s stay. Front office reports can be used to
review operations, isolate problem areas, where corrective action
may be needed, and pinpoint out business trends.