Front Office Operations

Chapter 3

• Key Terms
• Guest Cycle
• Guest Folio
• Guest History File
• House Limit
• Property Management System
• Registration Card
• Reservation Record

Chapter 3 Objectives

• Summarize the front office operations during the four stages of the guest cycle.
• Describe the various room status terms and room types.
• Discuss the various front desk alternatives.

The Guest Cycle

• Pre-Arrival
• Arrival
• Occupancy
• Departure

Pre-Arrival

• Guest Chooses Hotel
• Reservation is made
• Reservation record is created
• Initiates the hotel guest cycle

• Pre-registration

Arrival

• Registration
• Verification of reservation
• Payment Information
• Legally become a guest
• Walk-ins
• Room Assignment

Occupancy

• Develop a guest relationship
• Communication
• Handle Complaints
• Financial Transactions
• House Limit

Departure

• Guest vacates the room
• Guest account is settled
• Including late charges
• Guest History File is created

Common Room Status Terms (p. 95).

• Occupied
• Complimentary
• Stayover
• On-Change
• Sleep-Out
• Skipper
• Sleeper
• Vacant and Ready
• Out of Order
• Out of Service
• Lock-Out
• Due Out
• Check Out

Common Room Types

• Based On Number of Guests
• Single; Double; Triple; Quad
• Based On Type of Bed
• King; Queen; Twin; Double - Double
• Based On Type of Room
• Studio; Mini or Junior Suite; Suite
• Based on Location
• Connecting; Adjoining; Adjacent

The Front Desk

• Efficiency is dependant upon the organization (p. 106)
• Each employee should have easy access to:
• Equipment
• Forms
• Supplies

Front Desk Design

• Options
• Traditional
• Circular or semi-circular
• Lobby Arrangement
• Remote: Used for Groups
• Front Desk Accessibility
• Meet the physical needs of the guest

Wrap-Up

• What are the four stages of the four stage guest cycle?
• What stage would we build the guest relationship?
• What is meant by the term “Skipper”
• What are some alternatives to the traditional front desk?