Hotel Front Office

After pms below information enter.
And in last put that is not

covered from B like checkouts.

FRONT OFFICE OPERATIONS

CONTENTS
6.0 Objectives
6.1 Introduction
6.2. Reservation
6.3 Types of Reservation
6.3.1 Guaranteed Reservation
6.3.2 Non Guaranteed Reservation
6.4 Reservation Enquiry
6.5 Sources of Reservation
6.5.1 Central Reservation System
6.6 Group Reservation
6.7 Wall Charts
6.8 Computerized System
6.9 Control Books
6.10 Reservation
Confirmation 6.11Amendment/
Cancellation
6.12 Expected arrival, Stay Over
6.13 Lesson
Summary 6.14Key
Words
6.15 Questions to Solve
6.16 References

6.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and show an
understanding of the following:
Reservation and its types
Sources of reservation
Reservation availability
Equipment tracking room availability
Reservation records and confirmation.

6.1 INTRODUCTION
A hotel mainly relies on the income generated from the effective letting of its bedrooms for profit.
A large percentage of revenue is obtained from room sales, and out of that again, a large
proportion is contributed by the advance booking or reservation of rooms of the hotel.
Reservation is an activity concerning the sale of room. In a small hotel, the volume of reservation,
i.e. advance booking of room is much less as compared to a large hotel; hence this function and
subsequently the work involved in reservations can be done by the receptionist himself at the
reception counter. In a large hotel, the volume of work of booking of rooms is quite big and hence
it becomes necessary to allocate a separate section away from the reception counter so that the
receptionist can concentrate more on the guest services

Compiled & Printed by ECDL Educations Pvt. Ltd. Page 47
Front Office Operation, Semester - First

6.2 RESERVATIONS
Reservation is the activity of booking the room in advance for a prospective guest on his request
for future, which may be from few days to months in advance. Below is the detailed process of
reservation:
1. Conduct the reservation enquiry
2. Determine room and rate availability
3. Create the reservation record
4. Confirm the reservation record
5. Maintain the reservation record
6. Produce reservation reports.
Functions of the Reservation Section:
The main function of the reservation section is to help the hotel in generating revenue from
future and prospective room sales.
The reservation section should receive the reservation request from the prospective guest, check
availability of rooms, process the request and either accept it, wait list it or deny it and
communicate the decision.
Prior to Computerization Era, the main function of the Reservation Process is only to determine
basic room availability. That is, the reservation clerk can only tell the potential guest whether a
room is reserved for him / her or not. However, the reservation clerk cannot tell the type of the
room, rate honored etc. But nowadays, with the wide use of computer reservation (on-line
reservation) with software package programs, it is now possible to reserve a room by room type,
rate, and to accommodate all the possible special requests of the guest. Therefore, the selling
function has largely shifted from the front office to the reservation department. Hence,
projections of Room Revenues and Profitability Analysis became one of the main functions of the
Reservation Department.

6.3 TYPES OF RESERVATIONS

6.3.1 Guaranteed Reservation
Ensures that the hotel will hold a room for the guest until a specific time following the guests
scheduled arrival date [i.e. check in time or start of the hotels day shift or any time the lodging
property chooses]. On return, the guest shall guarantee his / her reservation of room unless
reservation is properly canceled. In order to guarantee a reservation, guests might opt for one of
the following methods:
1. Prepayment Guaranteed Reservation the hotel request the prospective guest to either send
the complete deposit or a partial deposit and on receiving, makes the booking for the prospective
guest.
2. Credit Card Guaranteed Reservation in this case the prospective guest gives his credit card
number and details to the hotel. The hotel confirms the room from the credit card guarantee and
then claims from the credit card company, if the guest does not occupy the room on the said date.
3. Travel Agent Guaranteed Reservation some travel agents have arrangement with hotel
chains to book room for their clients and executives travelling to various destination. The travel
agents are solely responsible for the reservation; they are billed after the guests stay is
completed.


4. Voucher or Miscellaneous Charge Order [MCO] - this is a special arrangement designed to
attract return guest or new business. This is usually provided by the hotels themselves for their
prospective guests.
5. Corporate Guaranteed Reservation in this case the corporation or company takes the
responsibility for booking for their executives, visitors etc.

6.3.2 Non-Guaranteed Reservation
A hotel agrees to hold a room for the guest until a stated reservation cancellation hour (usually 6
p.m.) on the day of arrival. In case the guest who has made the reservation arrives after 6.00 pm,
the hotel is not bound to provide him accommodation. Non-guaranteed reservation usually
occurs when the prospective guest does not provide any payment guarantee but simply confirms
through a letter. Reservation agents shall make sure to encourage their guests to guarantee their
reservations, especially in the high season.
6.3.3 Tentative / Provisional Reservation
Provisional reservation is done when a request from prospective guest is received for some future
day arrival and the hotel blocks the room for this guest, provisionally in the hotel records such as
charts and diaries and racks or computer and sends a letter of offer to the prospective guest. The
offer has a cutoff date by which the guest should send his confirmation which may be in the form
of a letter, guarantee by company, credit card or deposit whichever the hotel may request. Once
the confirmation from the guest is received by the hotel within the cutoff date, the hotel makes
the tentative booking into confirmed booking. Otherwise the tentative booking is cancelled and
the records updated.

6.4 RESERVATION ENQUIRY
Guests can communicate their reservation enquiries in any one of the methods; in person, over
the telephone, via mail, through facsimile, telex or e-mail. Moreover, reservation inquiries can
also be made through Central Reservation System or Inter-sell Agency. While getting a
reservation enquiry, the reservation agent shall obtain the following guest-related information:
i) Guests name, address and telephone number
ii) Company or travel agency name, where possible iii) Date of arrival and departure
iv) Type and number of rooms requested
v) Desired room rate and type of room
vi) Number of people in the group, if applicable
vii) Method of payment and / or guarantee
viii) Any other special requests

6.5 SOURCES OF RESERVATIONS
6.5.1 Central Reservation Systems
The majority of Lodging Properties belongs to one or more Central Reservation Systems. A
central reservation system is composed of a central reservation office, member hotels connected
together via communication devices, and potential guests. Central Reservation Office [CRO]
offers its services via a 24-hours toll free telephone number(s). Member hotels of the central
reservation system shall provide and exchange accurate room availability data to central
reservation offices. To illustrate, central reservation


offices and member hotels shall communicate (on real time) any reservation transaction. This is
possible, nowadays, with the sophisticated communication equipment available. These
equipments shall be provided by central reservation offices to its member hotels. Such equipment
may range from teletype, telex, facsimile machines, to personal computers or Internet
connections.
On return for the services, central reservation offices charges a fee for the utilization of its
services which might take the form of a flat fee and a variable fee, or a flat percentage of potential
room revenue, actual room revenue, and / or Rooms Division gross profit. Central Reservation
Offices are divided into two:
i) Affiliate reservation network - this network is referred to as the hotel chains reservation
system. In fact, it is composed of a CRO and hotels, which are members of the same chain. The
main advantages of affiliate reservation network are:
a) Streamline the process of reservation
b) Reduce overall system costs
c) Attract business for or refer business to another chain property
d) Affiliate reservation networks might serve, in addition to its main function, other duties like:
Serve as an inter property communication network
Serve as an accounting transfer tool
Serve as a destination information center
Serve as a connection with Global Distribution Systems [GDS] System including several Central
Reservation Offices connected to each other.
ii) Non-affiliate reservation network - A non affiliate reservation network is composed of a
central reservation office, potential guests, and member independent hotels.

6.6 GROUP RESERVATIONS
Conducting a reservation request for a group shall be treated differently than accommodating a
reservation of individual guests (i.e. Frequent Independent Traveler). The main reason is that
individual reservation requests are treated by the reservation department, while group
reservations are initiated by the Sales &
Marketing Division, and finalized through a careful coordination of the reservation from one
hand and the marketing on the other. Below is a detailed procedure of how group reservation, in
a typical hotel, is conducted:
1. A group representative, a member of the travel agency or the tour operator, not individuals,
shall communicate group reservations' request to the hotel's marketing department
2. Upon availability, the hotel's reservation department shall block the requested number of
rooms for this very group
3. The Hotel shall give a deadline for the group, in order to receive their final list. That deadline
is called Cut-off Date.
4. After receiving the final list, the reservation department shall change the desired number of
rooms' status from blocked to booked (or reserved) rooms, and release the remaining rooms if
any left) as vacant for sale.
5. If the hotel did not receive the final list by the cut-off date, then the reservation department
has all the right to cancel the group reservation and release all the initially booked rooms into
vacant rooms. However, management shall use this right with


precautions especially when it comes to groups reserving from travel agencies and tour operators
of which the hotel is frequently servicing.
Reservation availability
After receiving a reservation request, the hotel might accept it, as it is, if there is room
availability. If not, the reservation department should suggest alternative room types, dates, and
/ or rates, to the potential guest. If, however, the potential guest insists on his / her previous
request, the hotel should suggest an alternative hotel. That's one of the main reasons why we
need to maintain good relationships with nearby competing hotels. The reservation department
should always compare historical reservation volumes against actual arrivals. The main reason is
to cope with overbooking, which a situation occurring when the total number of rooms reserved
for a certain period of time exceeds the total number of rooms available for sale, for the same
period of time. In order to cope with the overbooking problem, some statistical and historical
data should be stored and processed by the hotel and should be continuously updated. Such data
should include:
Number of rooms reserved for a specific date
Number of rooms occupied by stay overs (for a certain specific date)
Forecasted no-show-ups percentage
Forecasted under stays percentage
Forecasted overstays percentage
Forecasted cancellation percentage
Out of order rooms for a specific date.

6.7 WALL CHARTS
These are charts stapled on the wall depicting days of the month versus hotel rooms. Moreover,
upon need and convenience, these charts might be customized to track appropriate room
numbers, rates, and codes, hence, is advantageous to control books. Moreover, in this system,
different colors are used to differentiate between different reservation transactions and types of
guest reserving. Wall charts eliminates the erasures and rewriting associated with control book,
hence less errors might occur.

6.8 COMPUTERIZED SYSTEM
In order to function properly, the reservation department shall maintain control books, wall
charts, and / or a computerized system. Whatsoever system chosen, the reservation department
shall maintain and update that system to include any reservation transaction (i.e. whether a
reservation, cancellation, or modification).
Below is a description of the three commonly used sets of equipment to track room availability
under the manual, semi-automated and fully-automated systems: Computerized systems are by
far the best systems that track room availability. In fact, these systems control room availability
data and automatically generate many reservation-related reports in an accurate manner.
Moreover, computerized systems can itemize room availability for future periods by open dates,
closed dates, versus special event dates. This system can also forecast room availability for any
reservation horizon needed in the future. In the case of non-availability of room type, the system
can further suggest alternative room types, rates, or even other hotels.


6.9 CONTROL BOOKS
Control books are standard three-ring, loose-leaf binders with a tally page assigned to each day
of the year. Under this very system, when a potential guest calls to have a reservation, the
reservation clerk shall check the cells corresponding to rooms. If there is an empty cell for all the
length of stay of the guest then the reservation clerk marks it as X (i.e. reserved). If the guest is
expected to continue staying the next day, then the reservation clerk shall mark the next day's
respective room cell as (i.e. Stay over). Lastly, the reservation clerk is encouraged to use colors
while updating information or the cells on the control book.

6.10 RESERVATION CONFIRMATION
The hotel should communicate with guests by telephone, telex, mail, or e-mail a Letter of
Confirmation, which confirms the important points of the reservation agreement. This letter
might be shown at the registration process in order to accelerate the pace of registration and to
prove that the guest has the right to have a room at the hotel.
The Hotel shall send a confirmation letter to all reserved potential guests, whether their
reservations are guaranteed or non-guaranteed. Below are the main points that should be
communicated in a confirmation letter:
Name and address of the guest
Date and time of arrival Room
type and rate
Length of stay
Number of persons in a group, if any
Reservation type [guaranteed or not]
Reservation confirmation number
Special requests, if any.

6.11 AMENDMENTS, CANCELLATIONS
Potential guests initially asking for an accommodation might make up their minds later
(before arrival) and call back for a reservation modification. In fact, guests might change their
arrival date, expected departure date, method of payment or call for any other item change
previously confirmed in their confirmation letter or simply call to cancel their previous
reservation. In such a case, if possible reservation clerks shall proceed as to satisfy guest needs.
Below, are two possible examples of guest modification? The first one concerns modifying a
reservation type from non-guaranteed to guaranteed. This might be because the guest's airplane
schedule has changed in a way that the guest is no more certain to reach the hotel by the
cancellation hour. On the other hand, the second example depicts a situation where the guest
calls to cancel a reservation (both guaranteed and non-guaranteed cancellations will be
discussed).

1. Modify a reservation type (from non-guaranteed to guarantee): In
this very case, the reservation clerk shall:
a) Obtain the guests name, and access the correct non-guaranteed reservation
b) Obtain the guests credit card type, number and expiration date, and the cardholders name,
and verify the validity of the credit card (Here assuming that the guest would like to
guarantee via a credit card)
c) Assign the guest a new reservation confirmation number, if it is the hotels policy


d) Complete the reservation type change from non-guaranteed to guaranteed reservation status
according to additional propertys procedures, if any

2. Reservation Cancellation:
Reservation clerks accepting a reservation cancellation shall behave in a polite, courteous and
effective manner even though that reservation might make the hotel faced with unsold room(s).
The main reason is that guests are doing the hotel a favor, especially under the non-guaranteed
type of reservation, to communicate the hotel their cancellation to let you adjust your room
availability, and try to find alternative potential guests beforehand.
When canceling a reservation, the reservation clerk shall issue and communicate a cancellation
number to the guest. In accordance to confirmation numbers, cancellation numbers shall be
meaningful as to be used for statistical purposes, and as to prove whether a reservation has been
properly canceled according to hotel cancellation policies or not.
A) Cancellation of a non-guaranteed reservation: In
this very case the reservation clerk shall:
a) Obtain guests name and address
b) Obtain number of reserved room(s)
c) Obtain scheduled arrival and departure dates
d) Obtain the reservation confirmation number, if applicable
e) Access the right account, and cancel it
f) Assign a cancellation number
g) Suggest an alternative reservation
B) Cancellation of a guaranteed reservation:
All the above mentioned procedure applies also for the cancellation of a guaranteed
reservation. Moreover, the reservation clerk shall pay attention to the following:
1. In the case of a cancellation of a credit card guaranteed reservation, the cancellation number
acts as a proof of whether a certain guarantee shall be refunded to the potential guest or not.
2. In the case of advance deposit guaranteed reservation, again the cancellation number acts as
a proof of whether a certain guarantee shall be refunded to the potential guest or not.
3. In the case of any other guaranteed reservation, the reservation clerk shall obtain the
representatives coordinates and mail him/her a letter documenting the cancellation

6.12 EXPECTED ARRIVAL, STAY OVER, AND DEPARTURE LISTS:
On a daily basis, the reservation department shall prepare the expected arrival, stay over, and
departures lists and communicate them to the front office department.
1. Arrival list: List of the names, and surnames along with respective room number of the
guests who are expected to arrive the next day.
2. Stay over list: List of the names, and surnames along with respective room number of the
guests who are expected to continue occupy their rooms the next day.
3. Departure list: List of the names, and surnames along with respective room number of the
guests who are expected to depart the next day.


6.13 PROCESSING DEPOSITS, RESERVATION HISTORY

Guests who decide to guarantee their reservation by paying a certain deposit to the hotel shall be
informed about the procedure of sending deposits (i.e. how, when to send the deposits?).
Moreover, only employees who do not have access to reservation records shall process deposits
(ex: General Manager Secretary or hotel's general cashier). The reason is if reservation and
monetary transaction overlap, than internal control over one of the most important assets of the
hotel (i.e. cash) becomes very weak.
When a hotel assigned agent receives deposit, he/she shall:
a) Endorse deposit checks with the hotel stamp as soon as it is received
b) Record in the deposits received log the check number, amount, date received, guest name,
arrival date, and confirmation number, if known
c) Only the log shall be sent to the reservation department

Maintaining Reservation History Statistics:
The reservation department shall maintain, and update various reservations history statistics
to be used in the future whenever needed (ex. to integrate statistics in a model to solve
overbooking, to come up with operational ratios, to help for Rooms Division budget
preparation). The following items are some of the data that might be stored in the reservation
department system:
a) Number and distribution of guests by market segment, age, income, and nationality
b) Number of expected occupied rooms
c) Reservation volumes by sources of reservation
d) Reservation volumes by types of reservation
e) Number of turn away guests with reasons of refusal

FRONT OFFICE COMPUTER APPLICATION

CONTENTS
7.0 Objectives
7.1 Introduction
7.2. Room Inventory
7.3 Status
7.4 Software used
7.4.1 Reservation Management Software
7.4.2 Rooms Management Software
7.4.3 Guest Account Management Software
7.4.4 General Management Software
7.5 Lesson Summary
7.6 Key Words
7.8 References

7.0 OBJECTIVES
To know the importance of room Inventory,
Importance of various status of rooms, and
Regarding the computer software used in the hotel & esp. in Front office.

7.1 INTRODUCTION
Hotel industry is a hospitality industry, where every aspect for utmost care of guest should be
considered. For proper handling the work and other aspects of front office should continuously
update regarding room inventory and the awareness of room status and nevertheless the
computer software to cope with the present sophisticated hospitality work.

7.2 ROOM INVENTORY
Making room inventory is a continuous process in any hotel industry. Room inventory is
maintained for housekeeping purpose. Actually this term used in determining how many rooms
is currently available in the hotel. The process of room inventory system basically comprises of an
activity whose job is to regularly revise and scrutinize a database for deciding housekeeping
status in the hotel.
Though the front office department will be responsible for making reservation, but for having the
regular update of housekeeping status the front office department should have to make regular
communication with other staffs of Housekeeping, Maintenance, and reservation Department.
The front office personnel should also have to be updated about the process of room inventory as
it plays a vital role in the operational activities of Front office department.
Besides the front desk personnel and the floor supervisor, the reservation staff also should be
updated about the room inventory to ensure confirmed guest reservation and qualitative service.


7.3 STATUS
Status of a hotel room changes rapidly, also it is very much crucial to give accurate room status
information to the front desk, so that they can sell the room or stop selling or guiding guests.
1. Complimentary- The room is occupied by the guest but he is not charged for
using. This sort of offer is given to management staff from other branches, special
guests of the management or to big group leaders etc.
2. Did Not Check Out- The guest have made arrangements previously to settle the
account but did not turn up neither informed regarding his check out. Here we
have to note that he is not a skipper, as he has settled his account.
3. Do Not Disturb- The guest has requested not to be disturbed. This is usually
indicated with a sign left hanging on the rooms door knob or electronically by a
red light indicator outside the guest room door. This is one of the most popular
terms of Hotel Industry.
4. Due Out- The guest is expected to leave after the following days check out time.
5. Late check out- The guest has requested and is being allowed to check out later
after the standard check out time which is usually 11 am or 12noon. Normally
one hour is allowed after check out time, and after that normally it is charged.
6. Lock out- The room is locked and the guest will not be allowed until he has been
cleared by the hotel official.
7. Occupied- The guest is registered to the room and has not checked out yet.
8. On Change-The guest has just checked out and the room is in the process of
cleaning, by housekeeping, and is not ready for resale.
9. Out of Order- The room is not ready for sale as it is closed for maintenance,
repair, cleaning, refurbishing, etc.
10. Skipper-The Skipper is a guest who leaves the hotel without settling the account.
11. Sleeper- This situation occurs when the front desk has not updated their room
status information. The guest has settled his account and left the hotel, but it was
not recorded in the front desk.
12. Sleep out- The guest registers into the room but does not use the bed.
13. Stay over- The guest did not check out on the said date and extends his stay, and
would stay one more night.
14. Vacant & Ready-The room has been cleaned and fully ready for resale.

7.4 SOFTWARE USED
All front office computer systems do not operate identically. The Property Management Systems
(PMS) may illustrate the nature of the front office computer applications. PMS contains sets of
computer software packages capable of supporting a variety of activities in front office areas.
Common front office software packages are designed to help front office employees perform
functions related to:
Reservations Management
Rooms Management


Guest Account Management
General Management
7.4.1 Reservations Management Software: Enables a hotel to rapidly process room requests and
generate timely and accurate rooms, revenue, and forecasting reports, Central reservations
system timely and accurate rooms, revenue and forecasting reports. Computerized in-house
reservations records, files and revenue forecasts are immediately updated as reservation are
immediately updated as reservation data are received at the hotel. It is through electronic file
updating that the computer system remains current and in control of reservations activities.
Various reservation management reports, containing a summary of reservation data and guest
account status information can also be generated. Current reservations management also includes
upgraded rate control features, guest history modules and more detailed property information
such as bed types, guestroom views and special features. Reservation management software can
also track deposits due, requests deposits and record deposit payments made.
7.4.2 Rooms Management Software: maintains current information on status of rooms provides
information on room rates, assists in room assignment during registration and help front office in
coordinating guest services. It can be used to provide rapid access to room availability data
during the reservation process. This information is useful in short term reservation confirmation
and room revenue forecasting-also provides a summary on each room status
7.4.3 Guest Account Management Software: increases the hotels control over guest accounts
and significantly modifies the traditional night audit role. Guest accounts are maintained
electronically, thereby eliminating much of the need for folio cards, folio trays and account
posting machines. The guest accounting module monitors predetermined guest credit limits and
provides flexibility through multiple folio formats. When hotel revenue outlets are connected to
the front office computer system, remote electronic cash registers can be used to communicate
guest charges to the front office. These charges can then be automatically posted to the
appropriate electronic guest folios which reduces the chances of late charges.
7.4.4 General Management Software: This software cannot operate independently of other front
office software packages. It is report generating which means that it will depend on data collected
through the reservation management, rooms management and guest account management
programs. Reports include days expected arrivals, and number of rooms available for occupancy
etc. It also serves as a link between front office and back office computer system interface
applications.

REGISTRATION & FRONT OFFICE PROCEDURES
CONTENTS
8.0 Objectives
8.1 Introduction
8.2. Registration
8.3 Guest data
8.4 Reports
8.5 Walk in Guest
8.6 Call Accounting
8.7 Guest Information
8.8 Message
8.9 Wake up calls
8.10 Enquiries
8.11 Reservation
8.12 Registration
8.12.1 Functions of Registration
8.12.2 Check Outs
8 .13 Security
8.14 Theft
8.15 Fire alarm
8.16 Burglar Alarm
8.17 Guest Folio
8.18 Lesson Summary
8.19 Key Words
8.21 References

8.0 OBJECTIVES
Registration processing and records
Methods and systems of registration
issuing room keys and fulfilling special requests
Room rates and room assignments
Methods of payments.

8.1 INTRODUCTION
Guest registration is one of the first and most lasting impressions on a hotel customer. Guest
registration sets the tenor for the stay and is, therefore a critical contact point. The front desk
should promote the warmth and hospitality of the property. Guest registration is the point at
which critical information is collected about the customer and his / her wishes. Reservation is
also another important procedure in front office, including Information and aspects which goes a
long way in making front office job run smoothly.


8.2 REGISTRATION
Registration is a mandatory requirement that all guests over the age of 16 years irrespective of
Indian or foreigner, ordinary personnel or VIP. Regardless the size of the hotel, be it small or
large guests, must provide basic information about them and fill up either a visitors register /
hotel register. The register may be a Red Book / form or a card also called G.R. Card (Guest
Registration Card). The guest has to fill in the form and attest his signature. This agreement
between the hotel and the guest is known as a simple contract.

8.3 GUEST DATA
When a guest first enters the hotel then he needs to fill up guest registration card. Hotel collects
data from guests for security concern. Also such specific data is further used for making guest
history and for marketing purpose. Here are some basic points of Information a hotel collects
from its guests.
Full Name
Address and country of Residence
Type of travel document and serial number.
Validity of endorsement for arrivals.
Type of Visa and its expiry data.
Validity of document of Overseas.
Date of Entry.
Purpose of stay.
Birth date
Date of arrival & departure
Here is some step by step instruction for front desk personnels on how to collect data from a
guest on his first arrival in your hotel:
1. After a guest checks in collect his passport and travel documents. Be sure the
photo match with the person standing in front of you. Nowadays you should
give extra care in order to catch fraud.
2. Request your guest to fill all required data in detail in guest registration card.
Dont use any backdated registration card; according to the present security
demand includes new information.
3. If guest becomes bored or slow, angry to fill so much detail then politely inform
him or her that all these information are needed to be taken for national security.
4. Collect business card and frequent flyer card from all first time travelers in order
traveler in order to perform a proper guest profile.
5. If your guest does not have any business or not willing to give you then gently
request him or her to fill in the remainder of the guest registration card.
6. Not take much of his time as other guest might wait behind him and want to
check in. Try to complete check in procedure promptly but emphasize much on
accordance not for time saving, as taking proper information is your ultimate
task.
7. After collecting data verify with present document and be sure information he
has provided are correct.


8.4 REPORTS
Occupancy report- The Occupancy figures and other Information are presented daily to the
management and consolidated on a standard occupancy report. This is either prepared by the
late shift on reception or by the night audit staff.
Operational reports- A number of reports need to be regularly completed to assist in the smooth
running of the hotel. Some of these are completed by the housekeeping department, and checked
by reception.
Housekeepers report- The Housekeeping department will send to reception a report on the state
of each individual room in the hotel.
Standard room report- The reception department is sometimes involved in the filling out of
standard room report. The aim of the report is to ensure that the rooms are maintained and
decorated to the highest standard.
Room Status Report:
The Front Office and the Housekeeping Department shall prepare at the same time, as frequent
as needed by management, their room status reports, which lists, according to each department,
the recent room status of each room in the hotel. Later, these two reports shall be cross-referenced
and compared to detect room status discrepancies and correct them as soon as possible in order
to maximize room revenue, detect skippers before it is too late
In the manual system, room status reports shall be reconciled at least each hour. This very
frequency might increase as the business volume increases (i.e. in the high season)! In the semi-
automated system, reconciliation shall be at least once per shift (preferably at the beginning of
each shift)!
Lastly under the fully automated system, since housekeeping and front office departments
communication is ensured electronically on real time, reconciliation needs to be done only at the
night shift by the night auditor

8.5 WALK IN GUEST
In hospitality sector walk-in-guest refers to that person who has come to hotel without any prior
reservation. Hotels do not have any sort of obligation to provide proper accommodation to walk-
in-guest if there is no room available. On the other hand accommodating walk-in-guests can
enhance sales and daily occupancy if it is managed properly. If the guest cannot be
accommodated then he should refer him to the other hotel of that group or any nearby hotel.
Guidelines to deal with walk-in-guest:
1. Treat the guest warmly with ready smile as like a registered guest.
2. Create such situation so that the guest does not feel hesitated.
3. Ask his desire, length of stay & room preference.
4. Check whether such room is available or not.
5. If not then offer other room.
6. Quote the room rate and room facilities.
7. If guest agrees then proceed for registration otherwise if guest want then send him to
another hotel.

8.6 CALL ACCOUNTING
Hotels make more sophisticated use of call accounting systems than many corporate entities.
First, hotels require real-time processing from their call accounting systems.


Also, while corporate call accounting systems largely provide departmental chargeback, call
accounting systems in hospitality provide more sophisticated chargeback and markup algorithms
for revenue based resale of phone services to targeted visitors, staff, partners, and guests.

Traditionally, hotel chains and management companies have suggested that properties keep their
call accounting systems up-to-date and accurate. They have done this for four main reasons: (1) to
recover the cost of long-distance calls, (2) to properly allocate, account for, and charge customers
for their phone usage, (3) to generate revenue through the resale of phone calls, and (4) to track
phone calls made to and from their property for marketing, planning and other purposes.
However, given the low cost of telecommunications capacity available to the hoteliers today, the
low phone usage rates in hotels, and the limited qualified staff available within individual hotel
properties, such activity is increasingly problematic.

8.7 GUEST INFORMATION
Front office management can better understand its clientele and determine guest trends when it
develops and maintains a guest history file.
It contains personal and financial data of the guest hence it is confidential and proprietary. It is
the last step in check out and account settlement. Many hotels build guest history cards from
expired registration cards. It has information about the guests spouse, family etc. the information
may help develop ads that appeal to the types of clientele the hotel is attempting to attract. Guest
histories may also point out the need for new, supplementary or enhanced services

8.8 MESSAGES
Receiving messages for in-house guests in their absence, recording them and communicating to
the guests as soon as possible is an important function of the front desk staff. The efficiency and
professionalism of the hotel and the attitude of the staff is reflected by the way this function is
carried out by the staff. Usually when a guest goes out of his room he would leave his room key
at the counter where the information clerk would put it in the appropriate pigeon hole of his
room in the mail and key rack. The guest my leave a filled Location Form indicating where he
will be for the next few hours.
There are only two ways that a person can contact an in-house guest.
(1) In case of a phone call the telephone operator will connect it to the room of the guest.
Since the guest is not in the room the call comes back to the operator who connects it to the
Information Section of the Front Desk. After checking that the guest has left his key at the
desk (as confirmed by the key being in the Mail and Key Rack) the telephone call is
transferred to the Message Desk. The message clerk prepares the message slip in
triplicate. It is important to read back the message to the caller and confirm the details before
signing off. The top two copies are given to the Information Clerk who puts it the room no
on the forms (from the Information Rack). The Top Copy is sent to the room to be slipped
under the door. The Second Copy is put in the appropriate room no pigeon hole of the Mail
and Key Rack. In addition, for further safety, an attention card or a mail and message
advice card is put on the door knob of the room or message light is activated in those
hotels which use electronic systems. The message details may also


be fed into the computer and the guest may view it on the screen of the T.V. in his room.
(2) In case of the visitor coming to the hotel, he is asked to first try the house telephones to contact
the guest. When he finds the guest is not in his room he comes to the Information Desk and fills
in the message slip in triplicate as given above.
MESSAGE SLIP
To___________________________Room No_______
Date________________Time__________
DURING YOUR ABSENCE
Mr/Mrs/Ms___________________________________________
Of_____________________________________________________
Tel No__________________________
Called by Telephone
Please call him/her
Came to see you
Will return
Wants to see you
Urgent
MESSAGE_____________________________________________________
______________________________________________________________
______________________________________________________________
______________________________________________________________
Received by__________________________________

8.9 WAKE UP CALLS
Wake up call is an in-house telephone call to a sleeping guest at an specific time to wake him up,
predetermined by the guest. It is generally done in the morning, but a guest may require anytime
of the day. It is the duty of telephone department to wake-up the guest but if the call will be
made up for airline crews or group of guests the lobby personnel will take calls from local airline
operators about the timing of the flight and they should forward the message to telephone
operator.
In case of airline or groups generally, the wake up call should be done 45 min. or 1 hour before
the pick-up time. In small hotels it is the duty of front desk agent to wake up guests, here are
some tips you should follow:

Give full attention to write proper room number, name and time to wake-up guest to
avoid any mistake.
Always insure that guest really wakes-up after your call. You can politely ask the guest
then if he wants to have a second wake-up call or not.
If no reply is received by the guest while you are calling or guest just hang up the phone
and hardly give any reply then you should call him again.
While calling you should start this way, Good morning, Mr. X It is 6 am in the morning,
which is your wake-up call, have a nice day.
If after second call guest does not respond at all then send the bell person to knock his
door and wake him up.


8.10 ENQUIRIES
Guests enquiries can easily be turned into sales. They also give you an opportunity to help
guests & make them feel welcome.

How to Handle Enquiries:
1. Know your product. Anticipate all the question people might ask about the hotel &
locality. Learn as much possible about areas outside your own department.
2. When the guest you for information, smile & offer to help.
3. If you do not know the answer, find somebody who does. Never say, I dont know &
leave it at that. Find out the information yourself or direct the guest to the person who
can help.

8.11 RESERVATION
Reservations are a contract of sorts between the hotel & the guest. In accepting a reservation, the
hotel agrees to provide a room for a specific length of stay at a predetermined rate. In turn, the
guest arrives on the chosen date & purchase the hotel room as per request in the reservation.

The reservation area is critical to the success of a hotel. It is the area involved in selling rooms to
future guest. In this sales capacity, reservation must work very closely with the marketing & sales
department.

The reservation department also cooperates with front office or as a division of the room function
department. In large hotel, the reservation staff usually specialized in the telephone skills & a
good sales person.

The agreed-on terms are simple & generally include the following:
Rate, Date, Room type, Method of payment & guarantee, Guest name & address,
Number of guests, Number of rooms, Applicable discounts, Special needs or requests

8.12 REGISTRATION
The most highly visible duty of the front office is to register & check out guest. At first glance,
few tasks may seem as simple as greeting people & making them feel welcome.

Once the guest has arrived & has made it to the front desk, the registration process begins. It is
the point where more guests have begun to create an impression of the hotel in their minds. The
front desk personnel must continue to focus on guest satisfaction. Hotels that create a warm &
inviting atmosphere around the front office are ensuring that the registration process goes
smoothly.

The purpose of registration process is to register guests with expediency & care, ensure their
needs are met while following guidelines to ensure the hotels profitability.

8.12.1 FUNCTIONS OF REGISTRATION
Registration serves 3 main functions:
1. It satisfies the legal requirements


2. It provides a record of actual arrivals
3. It helps to confirm the guests acceptance of the hotel terms & conditions

8.12.2 CHECK-OUTS
The main duties of the front office at check out are:

1. Settlement of guest accounts
2. Up-dating front office records after guest departures
3. Creating good lasting impressions

When checking out a guest, the front office staff should follow certain basic procedures:

Greet guest and check their name and room number
Check for late charges
Produce master and guest folios for guest inspection
Settle accounts
Up-date front office records

Role of Cashier during Check out:

1. Greet guest with a smile and always try to use his name and wish him the time of the
day.
2. Confirm guest details (i.e. name and room number) against the guests account.
3. Check whether late checkout charges should be applied. If the guest is leaving after the
check out time and he is not a frequent guest then add the relevant late checkout charge
to the account.
4. Check for late charges and in particular check breakfast or telephone charges. Give
the guest the master and or guest folio for checking

8.13 SECURITY
Security has always been a concern for hotels worldwide. Security of guest and his property and
the hotel property as well is of great concern for the hotel. In India very few cases (hardly any)
have been filed in the civil court asking for compensation for alleged security deficiencies
whereas in the U.S. hundreds of cases of negligence leading to law suits for large sums
(thousands of dollars) are filed. A hotel would always prefer to have an out-of-court settlement to
not only avoid money and time wastage but also to keep itself from controversy and save its
reputation. At any reasonable cost, the hotel management would want the complaint withdrawn.

8.14 THEFT
In most hotels there is the possibility that dishonest staff will remove all hotel property,
be it food, bed, linen, towel, etc. for their own use. The security of these hotel properties has the
responsibility of each departmental head. A frequent stock taking and spot checks are essential
not only to establish quantities of items in stock, but also to monitor unusual loses which might
point to staff theft.


In most hotels there is a staff entrance to the premises and a clock in system were by each
staff is required to punch a card upon arrival and departure from his or her work showing the
time of duty. The timekeeper will also act as a watchman to see that nothing expect the staffs
personal property is removed. From the hotel and may have the right to check workers bag and
basket to open parcels carried out of the hotel and to call the manager or security officer if
necessary.

8.15 FIRE ALARM
One of the major threats is that of fire. Although we have not had loss of life in hotels in India
(perhaps as a result of our methods of construction and the absence of wall to wall carpeting)
hotels here are also bound by law to take necessary fire safety precautions.
A front office manager is duty bound to ensure that he is satisfied with a hotels:
Fire detection systems
Fire control provisions
Escape procedures
Fire-fighting equipment

8.16 BURGLAR ALARM
It is unfortunate that even the wealthiest of guests may have a tendency to pilfer a hotels
property as a souvenir. This normally happens at check out when a guest leaves the hotel with a
variety of items virtually anything that is not securely fastened down: soap, towels, mats,
sheets, blankets, coat hangers, lamps, trouser presses, electric kettles, TV sets and even plumbing
fixtures.

8.17 GUEST FOLIO
A folio is a record of a business transaction and on this document financial data are recorded and
summarized.
The term guest folio from hotel point of view means knowledge of what is to be received from
the guest and what is paid by the guest. To have updated information of the same, it is important
that at all times during the guest cycle, an efficient system is used. Various systems such as
manual, semi-automatic or fully automatic system may be used depending upon the size and
type of the hotel.
The objective of the guest folio procedures is as follows:
To maintain accurate and up-to-date guest accounts.
To ensure that payment is received promptly and in full.
To provide management with accurate and up-to-date financial reports.

HANDLING OF GUEST MAIL, MESSAGES
CONTENTS
10.3 Handling of Keys, types of keys
10.3.1 Key control system
10.4 Handling of Mails & fax
10.5 Telephone Handling
10.6 Lesson Summary
10.7 Key Words
10.9 References

10.2 HANDLING OF KEYS, TYPES OF KEYS.
10.3.1 Key Control Systems
Are used to ensure guest safety by changing the access to a guest room between guests

Eventually evolved into systems that were easier to replace called key cards


These plastic keys resembled a playing card & were filled with small holes on one end
that the door lock could read when inserted

The drawback to key cards was that they had the room name printed on it

Modern hotels today use computer-controlled key control systems

A credit card type is assigned a special code when activated by the front desk

This key is preprogrammed with a guests arrival & departure information as well as
specific guestroom information

These cards will only work for the duration of the guests stay & only in a specific room

Upon departure, these cards can be reprogrammed for a new guest & new room

If lost, the information can be erased easily

Another benefit to these keys is that no guest room number is printed on them, therefore lost
keys pose no security risk

1. EMERGENCY KEY
Opens all guestroom doors, even when they are double-locked, that is, locked with both
a standard door lock & a device operable only from within the guestroom. Their use
should be strictly controlled & recorded. An emergency key should never be taken from
the hotel property.

2. MASTER KEY
Opens, all guestrooms that are not double-locked. When not in use on the property, a
master key should be secured in a designated place for safekeeping. Only authorized
personnel should have access to master keys. Keys are issued to personnel based on their
need to use the key- not simply on their status. A written record should be maintained of
which employees have received a master key.

3. GUESTROOM KEY
Opens a single guestroom if the door is not double-locked. Front desk staff should not
give a guestroom key just to anyone; the staff should check appropriate identification to
ensure that the person who asks for the key is the guest registered to that room. In
addition, the staff should remind guests to return keys at check out.

10.4 HANDLING OF MAILS,& FAX

In general, hotels time-stamp all guest mail when it arrives at the property as the
evidence of when the mail was received in case any questions arises on how promptly
the mail was delivered

When mail arrives, front office records should always be checked immediately to see if
the guest is either registered, due to check in, or has checked out

Usually, mail for a registered guest is held in the appropriate room slot in a mail

& message rack, or in alphabetical rack by the guests last names

The front desk staff should notify a guest as soon as possible that he or she has received
mail


If mail arrives for a guest who has not yet registered, a notation should be made on the
guests reservation card or record & the mail held until the guest arrives

Guest mail that is not picked up or has arrived for a guest who has already checked out
should be time-stamped a second time & returned to its sender

Facsimiles
Front office personnel generally time-stamp any fax received at the property, hold the fax
in the guests mail or message rack, & notify the guest according to the propertys
procedures

Some hotels keep a log of every fax received

Information recorded in the fax log book may list the recipient, the sender, the time the
fax was received & the total number of pages

Front desk staff may also record when the guest was notified, & when the guest picked
up the fax

A similar record is kept of outgoing faxes if the property offers such service

The guest will be charged for the service

10.5 TELEPHONE HANDLING

1. Be prepared Neither you nor the caller have time to waste while you search for a
pencil or a misplaced schedule
2. Answer promptly answer by the third ring if possible
3. Use proper identification the hotel may have a set format for their employees to use
when answering the phone. Identify yourself & ask the purpose of the call. For
example, you might say; Front desk, good morning, Sylvia speaking, may I help you?
4. Speak directly into the telephone do not chew gum, smoke, or do anything else that
interferes with clear speech
5. Relax & be yourself An artificial personality is a noticeable by telephone as in person.
It is easy to establish rapport if you are as sincere & personable on the phone as you are
in person
6. Ask questions if you are not sure you understand everything that is said, or if you
feel you may have missed something, ask the caller to repeat the statement. Clear up
any confusion or misunderstanding, so that it does not embarrass you later
7. Listen carefully be an active listener. Limit your own talking, you cant talk & listen at
the same time. Listen for ideas, not just words
8. Take notes if necessary your written documentation of the call will help you
remember important points
9. Use reflective phrases when you would like the caller to elaborate on a point, use a
reflective phrase, such as you said, you mentioned, or you described. After
repeating the statement, follow through with a question
10. Keep call holds to a minimum if it is necessary to place a guest on hold, check back
every minute or so to reassure the guest he or she has not been forgotten. When you
return to the line, thank the caller for waiting & explain the reason for the delay
11. End the call courteously wish the caller a pleasant day

11.5 NIGHT AUDITOR
Since hotels operate 24 hours a day, seven days a week, the front office must regularly review &
verify the accuracy & completeness of its accounting records. The audit is a daily review of guest
account transactions against revenue center transactions which helps guarantee the accuracy &
thoroughness of front office accounting. The front office audit is usually called the night audit
because hotels generally perform it at night.

11.5.1 Functions of the Night Audit
The main purpose of the night audit is to verify the accuracy & completeness of guest & non-
guest accounts against departmental transaction reports. Specifically, the night audit is concerned
with the following functions:
Verifying posted entries to guest & non-guest accounts
Balancing all front office accounts
Resolving room status discrepancies Monitoring
guest credit limitations Producing operational &
managerial reports

11.5.2 The Role of the Night Auditor
Requires attention to accounting detail, procedural controls & guest credit restrictions

Should be familiar with the nature of cash transactions affecting the front office
accounting system

Tracks room revenues, occupancy percentages & other standard operating statistics

Prepares a daily summary of the cash, check & credit card activities that took place at the
front desk

Summarizes & reports the results of operations to management

11.5.3 Establishing an End of Day
The night auditor generally works the night shift, from 11.00pm to 7.00am, compiling,
balancing & reviewing the transactions from the previous day

Each front office must decide what time will be considered the end of its accounting day

An end of day is simply an arbitary stopping point for the buisness day so that the audit
can be considered complete through a specific point in time.

Usually the closing time of hotel revenue outlets determines the end of day

Hotels with 24 hour room service & restaurants, the official end of day is the time when
the majority of outlets close

The business day ends when the night audit begins

The period from the night audit begins until the audit is completed is usually referred to as
audit work time

GUEST SATISFACTION
CONTENTS
14.0 Objectives
14.1 Introduction
14.2. Guest Satisfaction
14.3 Guest Satisfaction
14.4 Customer Relation
14.4.1 Service a two sided coin
14.5 Delivery of Psychological Service
14.6 Lesson Summary
14.7 Key Words
14.9 References

14.0 OBJECTIVES
Insight into guest Satisfaction & dissatisfaction
Customer relations and regarding the service
And, regarding delivery of psychological service

14.1 INTRODUCTION
For any business to have a regular visit of clients, the most important thing is to look into the
matters of guest satisfaction & dissatisfaction. For this there need to be customer relations. As per
the guest needs we have to deliver the psychological service for a better growth in business.

14.2 GUEST SATISFACTION
A hotel guests significance can be seen from the fact that all activities and innovations in a hotel
revolve around one termguest satisfaction. Basically guest needs can be classified as follows.
1. Physiological needs: Related to protection against heat, cold, rain etc. in the form of room
and related to his appetite/thirst and special food requirement.
2. Economic needs: Value for money i.e. is he getting returns worth the value of money
spent by him? How much can he afford?
3. Social needs: Attending functions and gatherings, to meet others, going out with friends.
4. Psychological needs : Enhancement of self-pride, the need for variety

14.3 GUEST DISSATISFACTION
This can be usually because of two reasons classified as follows.
1. Under the control of the hotel: Such as unhelpful staff, cramped conditions and lack of
choice of product i.e. type of accommodation and other service available for offer to the
guest.
2. Beyond the control of the front office of the hotel: Factors such as location, the weather,
other customers and transport problems.


Guest satisfaction shall ensure repeat business, increased clientele and maximized revenue
for the establishment.

14.4 CUSTOMER RELATIONS
Better known as guest relation in hotel industry, it undoubtedly cannot be anything but providing
hospitality to the guest of the hotel. It can be achieved by using procedures which will improve guest
sales factor. It is important in this connection that we understand the basic principle that service is a
two-sided coin and we must also understand their marketing concept which involves identification
and satisfaction of guest needs.

14.4.1 SERVICE IS A TWO-SIDED COIN
There are two sides to service: (i) Operational side, and (ii) People side.

Most of the hospitality operations do understand the importance of providing basic levels of physical
services such as good food (food to be served hot, etc.) clean rooms and standards facilities etc.

But it is the people side where the major shortfall tends to be. For a serious understanding of
marketing concept and hence satisfaction to guest it may be said that the service provider (staff) is
some kind of an amateur psychologist. Human needs can be arranged according to priorities. Needs
like hunger and thirst come first and must be taken care of first and other needs follow this. Coldness,
rudeness or being ignored leaves some powerful human needs-the needs to be accepted, to belong to
feel secure, to have status, to have recognition, and to the needs to the wanted unsatisfied.

14.5 DELIVERY OF PSYCHOLOGICAL SERVICE
It requires understanding of: (1) customers need for recognition (2) importance of smile
(3) a positive attitude (4) genuineness and (5) an understanding of the importance of customers
expectation

1. Recognition of customers needs: It is vital to pay attention to customers and to demonstrate
that you are paying attention. Aim at individualizing the customer, for example by the use of
the customers name.
2. Smile: Smile is contagious like anger. No Smile goes waste. No matter how bad you feel, you
must keep smiling. Staff must be friendly. Hire right staff with right attitude for your
customers.
3. Think positive: Make sure your staff has positive attitude. They take their lead from you.
Treat your staff in a friendly and fair way. Dont tell your problems to your establishment
4. Genuineness: Genuineness cant be preached and taught. It comes from within like positive
attitude. Wherever possible address the guest by name. Use self-involvement techniques such
as address the guest by name, etc. Genuineness means accepting the guest for what he is
without judgment or censor.
5. Customers expectation: It is a very important point because normally customer
dissatisfaction is not related to the actual level of service provided but to the fact that the
customer did not get what he expected and perceived.

Hotel Front Office

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And in last put that is not

Modern hotels today use computer-controlled key control systems

If lost, the information can be erased easily

Some hotels keep a log of every fax received

The guest will be charged for the service

Summarizes & reports the results of operations to management

The business day ends when the night audit begins

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