Summary Slide The Arrival Chronology Diagram–Arrival Chronology

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Presentation transcript:

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 Group Arrival Remote Check-in Desk Valet Doorperson Arrival Chronology Group Arrival Remote Check-in Desk Valet Doorperson Bellstaff Front Desk Concierge Guest Room 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

Figure 6-9

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://www.hotelschool.cornell.edu/publications/hraq Hospitality Net http://www.hospitalitynet.org Hospitality News http://www.hotel-online.com/Neo/News Hotels http://ww.hotelsmag.com Hotel and Motel Management http://www.innvest.com/hmm Hotel News Resource http://www.hotelnewsresource.com/headlines.htm Hotel Online http://www.hotel-online.com/Neo International Hotel & Restaurant Association http://www.ih-ra.com Lodging Hospitality http://www.lhonline.com Lodging News http://www.lodgingnews.com/ Figure 6-12

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