1. 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

2. 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

3. 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.

4. 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

5. 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

6. 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

7. 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

8. 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

9. Figure 6-9

10. Figure 6-10

11. 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

12. Trade Journals/On-Line Resources
Cornell Hotel & Restaurant Administration Quarterly
Hospitality Net
Hospitality News
Hotels
Hotel and Motel Management
Hotel News Resource
Hotel Online
International Hotel & Restaurant Association
Lodging Hospitality
Lodging News
Figure 6-12