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Chapter 3 Front Office Operations

Chapter 3 Front Office Operations. Managing Front Office Operations Eighth Edition (333TXT or 333CIN). Competencies for Front Office Operations. Summarize front office operations during the four stages of the guest cycle.

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Chapter 3 Front Office Operations

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  1. Chapter 3Front Office Operations Managing Front Office OperationsEighth Edition (333TXT or 333CIN)

  2. Competencies forFront Office Operations • Summarize front office operations during the four stages of the guest cycle. • Explain the evolution of front office recordkeeping systems and describe front office documents. • Describe the front desk and its support devices, and describe the services and equipment of a hotel’s telecommunications area. • Identify and describe property management systems used by the front office.

  3. The Guest Cycle • Pre-arrival • Arrival • Occupancy • Departure

  4. 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

  5. Room Types • Single • Double • Triple • Quad • Queen • King • Twin • Double-double • Studio • Mini-suite or junior suite • Suite • Connecting rooms • Adjoining rooms • Adjacent rooms

  6. 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)

  7. 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

  8. Property Management Systems Software Packages Reservations management Rooms management Guest account management General management Back office interfaces System interfaces Sales automation systems

  9. Front Office Software Packages • Reservations management • Rooms management • Guest account management • General management

  10. Reservations Management Software • Availability/forecasting • Reservation records • Reservation confirmations • Room pricing • Revenue management

  11. Rooms Management Software • Room status • Registration • Room assignments • Room rate information

  12. Guest Account Management Software • Folio management • Credit monitoring • Transaction tracking

  13. General Management Software • Revenue analysis • Operating statistics • Financial analysis • Guest history

  14. Back Office Interfaces General ledger accounting software • Accounts receivable • Accounts payable Human resources software • Payroll accounting • Personnel recordkeeping • Labor scheduling (continued)

  15. Back Office Interfaces (continued) Financial reporting software • Chart of accounts • Balance sheets • Income statements • Transaction analysis Inventory control software • Stock levels • Purchase order system • Stock rotation scheduling

  16. 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

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