© 2009, Educational Institute Chapter 3 Front Office Operations Managing Front Office Operations Eighth Edition (333TXT or 333CIN)

© 2009, Educational Institute 1 Competencies for Front Office Operations 1.Summarize front office operations during the four stages of the guest cycle. 2.Explain the evolution of front office recordkeeping systems and describe front office documents. 3.Describe the front desk and its support devices, and describe the services and equipment of a hotel’s telecommunications area. 4.Identify and describe property management systems used by the front office.

© 2009, Educational Institute 2 The Guest Cycle Pre-arrival Arrival Occupancy Departure

© 2009, Educational Institute 3 Room Status Terms Occupied Complimentary Stayover On-change Do not disturb Sleep-out Skipper Sleeper Vacant and ready Out-of-order Lock-out DNCO Due out Check-out Late check-out

© 2009, Educational Institute 4 Room Types Single Double Triple Quad Queen King Twin Double-double Studio Mini-suite or junior suite Suite Connecting rooms Adjoining rooms Adjacent rooms

© 2009, Educational Institute 5 Types of Telephone Calls Local Direct-dial long-distance Calling card Credit card Collect Third-party Person-to-person Billed-to-room International Toll-free 900 or premium-price Voice over Internet protocol (VoIP)

© 2009, Educational Institute 6 Telecommunications Equipment PBX system Call accounting system Guestroom phones Pay phones Pagers/cell phones Automatic call dispensing system Telephone/room status systems Internet access Call detection equipment

© 2009, Educational Institute 7 Property Management Systems Software Packages Reservations management Rooms management Guest account management General management Back office interfaces System interfaces Sales automation systems

© 2009, Educational Institute 8 Front Office Software Packages Reservations management Rooms management Guest account management General management

© 2009, Educational Institute 9 Reservations Management Software Availability/forecasting Reservation records Reservation confirmations Room pricing Revenue management

© 2009, Educational Institute 10 Rooms Management Software Room status Registration Room assignments Room rate information

© 2009, Educational Institute 11 Guest Account Management Software Folio management Credit monitoring Transaction tracking

© 2009, Educational Institute 12 General Management Software Revenue analysis Operating statistics Financial analysis Guest history

© 2009, Educational Institute 13 Back Office Interfaces General ledger accounting software Accounts receivable Accounts payable Human resources software Payroll accounting Personnel recordkeeping Labor scheduling (continued)

© 2009, Educational Institute 14 Back Office Interfaces Financial reporting software Chart of accounts Balance sheets Income statements Transaction analysis Inventory control software Stock levels Purchase order system Stock rotation scheduling (continued)

© 2009, Educational Institute 15 System Interfaces Non-Guest-Operated Interfaces Point-of-sale system Call accounting system Electronic locking system Energy management system Guest-Operated Interfaces In-room folio review and check-out In-room entertainment system In-room vending machines In-room fax machine Centralized printer/server High-speed Internet access