Front office management is the process of managing and organizing interactions between customers and business personnel. It’s the process of handling customer inquiries, responding to customer needs, providing customer service, and resolving customer complaints. It also involves monitoring customer feedback and creating strategies to improve customer satisfaction.
Audience
This tutorial is intended for individuals who are interested in learning about front office management. It would be beneficial for anyone in the hospitality industry, such as hotel managers, front desk staff, and concierge personnel. Even those who don’t work in the hospitality industry can benefit from the information, as it can apply to other customer service roles.
Prerequisites
The only prerequisites for this tutorial are basic computer and typing skills, as well as a basic understanding of customer service principles. No prior experience in office management is necessary.
Front Office Management – Introduction
Front Office Management is the management of the activities that take place in the reception area of a business. It consists of customer service, reservations, front desk operations, and other activities that ensure the smooth and efficient operation of the front office. The front office is the face of the business, and its management is essential to the success of the organization. It is the most visible part of the business and is the first point of contact for customers. So, it is important that the front office is well managed to provide the best possible customer service.
What is Front Office Department?
The Front Office Department is the most visible department in a hotel. It is responsible for providing excellent customer service and ensuring the guests have a positive experience. The Front Office team interacts with guests on a daily basis and is responsible for check-ins, check-outs, room reservations, answering phones, and providing information. The Front Office Department also oversees the hotel’s concierge services, valet services, and general housekeeping.
Basic Responsibilities of Front Office Department
1. Greeting customers: The front office staff is responsible for greeting customers and potential customers when they enter the premises, as well as providing general information about the company and its services.
2. Answering telephone calls: The front office staff is responsible for answering incoming telephone calls and directing them to the appropriate department or personnel.
3. Scheduling appointments: The front office staff is responsible for scheduling appointments for customers and potential customers with the appropriate personnel.
4. Managing customer data: The front office staff is responsible for managing customer data and records, including collecting information such as contact details, payment information, and any other relevant information.
5. Handling customer inquiries: The front office staff is responsible for handling customer inquiries, complaints, and requests in a timely and professional manner.
6. Processing payments: The front office staff is responsible for processing payments and ensuring that payments are processed accurately and on time.
7. Managing office supplies: The front office staff is responsible for managing the office supplies and ensuring that the office remains well stocked and organized.
Front Office Operations
Front office operations are the activities that directly interact with customers. This includes greeting customers when they arrive, checking them in, responding to their service requests, handling customer complaints, and processing payments. Front office operations also involve managing reservations and ensuring that guests have a comfortable stay. The front office staff are typically the first and last people a customer interacts with when they visit a hotel or other hospitality establishment, so it is essential that they are knowledgeable and friendly in order to represent the business well.
Front-House Operations
Front-house operations involve the management of the front-end of a business, such as customer service, public relations, reception, and other customer-facing activities. This involves providing customers with a positive experience, managing customer inquiries and complaints, and managing the flow of customers through the business. It also includes activities such as scheduling appointments, keeping records, and tracking customer feedback. Front-house operations staff must be knowledgeable about the services and products the business offers and be able to explain them to customers in a clear and professional manner. They should also be adept at managing customer expectations and making sure their needs are met.
Back-House Operations
Back-house operations are the activities and processes that an organization must complete in order to support its front-end operations. Back-house operations are typically administrative, financial and operational tasks that are performed in the background and are essential for a business to run efficiently. Examples of back-house operations include payroll processing, accounting, data entry, inventory management, customer service, order processing and human resources. These tasks are essential for a business to operate smoothly and to stay competitive.
Guest Cycle in Hotel
Guest cycle in a hotel is the process by which a hotel works with guests to ensure a positive and satisfactory experience. The cycle typically begins with the reservation and ends with the guest checking out. In between, the hotel staff will work to provide the guest with the best possible experience, including check-in and check-out, room service, housekeeping, and other services. The goal is to ensure that each guest feels welcome and well taken care of during their stay.
Front Office Management – Terminology
1. Check-In: The process of officially registering a guest upon arrival at a hotel.
2. Front Desk: The reception area of a hotel where guests check-in, check-out, and receive assistance with their stay.
3. Night Audit: A nightly accounting process conducted by a hotel to reconcile guest charges and other transactions.
4. Yield Management: The practice of adjusting room rates and other services according to market demand.
5. Reservations: The process of booking a room for a guest in advance.
6. Upselling: A sales technique used to encourage guests to upgrade their stay, purchase additional services, or add amenities.
7. Guest Profile: A record of a guest’s preferences, habits, and contact information used to provide better customer service.
8. Front Office System: A computerized system used to manage hotel operations, including reservations, guest profiles, check-in, check-out, and billing.
9. Complaint Resolution: The process of addressing guest complaints and resolving any issues that arise.
10. Housekeeping: The department responsible for cleaning, supplying, and maintaining guest rooms.
Front Office Management – Structure
Front Office Management is typically organized into four distinct departments:
1. Front Desk: This is the face of the hotel, and oversees all activities related to check-in, check-out, and customer service.
2. Reservations: This department is responsible for processing all reservations, as well as managing the hotel’s inventory.
3. Housekeeping: This department is responsible for cleaning guest rooms, public areas, and common areas, as well as maintaining the overall cleanliness and appearance of the property.
4. Concierge: This department is responsible for providing guests with information on restaurants, attractions, events, and other activities in the area. They also help guests with special requests and needs.
Physical Setup of Front Office
1. Reception Desk: Install a reception desk in a central location that is visible to all visitors when they enter the office.
2. Waiting Area: Create a comfortable area for visitors to wait in while they are waiting to be seen.
3. Office Supplies: Purchase office supplies such as pens, paper, staples, etc., as well as any additional equipment needed for the day-to-day operations of the office.
4. Computers: Set up computers for the staff to use for administrative tasks and communication.
5. Telephone System: Install a telephone system with multiple lines and voicemail.
6. Intranet: Set up an intranet for the staff to use for internal communication.
7. Security: Install video surveillance, alarms and access control systems for the office.
8. Furniture: Purchase the necessary furniture for the office, such as desks, chairs, filing cabinets, etc.
Positioning the Front Desk
When positioning a front desk, it is important to ensure that it is in an easily accessible area. The front desk should be placed in a spot that is visible and conveniently located for customers. It should be easily reached by customers and visible from any entrance. Additionally, the front desk should be positioned in a way that allows the staff to easily interact with customers, such as being able to see the customer and quickly answer their questions. Lastly, the front desk should be positioned in a way that allows for the efficient flow of customers and staff.
Front Office Communication
Front office communication involves the exchange of information between the front office staff and customers, vendors, and other departments within the organization. This communication helps provide an efficient customer service experience, keeps staff informed about company policies and procedures, and can even help build relationships with vendors. Examples of front office communication include staff meetings, emails, phone calls, and customer interaction.
Operational Structure of Front Office
The front office of a business is typically composed of customer-facing staff members and departments. These are the people and departments that are responsible for developing and maintaining relationships with customers, managing customer accounts, providing customer service, and promoting the company’s products and services.
The organizational structure of a front office typically consists of the following levels:
1. Executive Level: This level is responsible for developing long-term strategies, setting goals and objectives, and overseeing the entire front office. This level typically consists of the company’s CEO and other executives.
2. Management Level: This level is responsible for overseeing the day-to-day operations of the front office, such as customer service and relationships, accounts management, and product and service promotion. This level typically consists of the front office manager, customer service managers, and other supervisors.
3. Operational Level: This level is responsible for carrying out the day-to-day operations of the front office. This level typically consists of customer service representatives, account managers, and product and service promoters.
4. Support Level: This level is responsible for providing support to the front office, such as providing administrative assistance and keeping the office organized. This level typically consists of administrative assistants, receptionists, and other support staff.
Hotel Front Office Sections
1. Reception Desk: This is the first point of contact for guests, responsible for checking guests in and out as well as managing reservations, answering inquiries, and providing concierge services.
2. Guest Services: This department is responsible for providing services to guests, such as making reservations, arranging transportation, and providing information about the local area.
3. Housekeeping: This department is responsible for the cleanliness of the hotel, including laundry, room cleaning, and maintenance.
4. Security: This department is responsible for the safety and security of the hotel and its guests.
5. Accounting: This department is responsible for managing the finances of the hotel, including payroll, billing, and taxes.
Ranks and Responsibilities
The ranks and responsibilities associated with military personnel vary depending on the branch of service. In general, the highest rank is the General/Admiral, followed by Lieutenant General/Vice Admiral, Major General/Rear Admiral, Brigadier General/Rear Admiral (Lower Half), Colonel/Commander, Lieutenant Colonel/Captain, Major/Commander, Captain/Lieutenant Commander, First Lieutenant/Lieutenant, Second Lieutenant/Lieutenant Junior Grade, and Enlisted personnel.
The responsibilities of each rank depend on the branch of service and the specific duties assigned. Generally, higher ranks are responsible for more complex tasks such as leading teams, making decisions about operations, developing strategies, and leading large-scale operations. Lower ranks are responsible for more tactical tasks, such as executing orders and carrying out missions. Enlisted personnel are responsible for carrying out orders and tasks, as well as providing support to higher-ranking officers.
Reservation Manager
A Reservation Manager is responsible for overseeing the day-to-day operations of a hotel’s reservation system. They are responsible for ensuring that the hotel’s customers have a smooth and efficient experience when making reservations. This includes overseeing the booking process, managing customer inquiries, and developing strategies to improve customer service. They must also ensure that the hotel’s reservation system is up to date and properly maintained. Additionally, the Reservation Manager must be knowledgeable about the hotel’s policies and procedures to ensure that they are followed.
Reception Manager
Reception Managers are responsible for overseeing front desk operations in a hotel or office building. They ensure that guests and clients receive a positive and professional experience during their stay or visit. Reception Managers are also responsible for supervising and training front desk staff, managing budgets, and maintaining accurate records. To be successful in this role, they must possess excellent organizational, communication, and customer service skills.
Guest Services Manager
As a Guest Services Manager, my primary goal is to ensure that all guests have a pleasant and enjoyable experience while visiting our business. I am responsible for overseeing the daily operations of our guest services department, which includes managing staff, training employees on customer service standards, and providing exceptional customer service to all guests. Additionally, I am in charge of supervising the front desk, answering any questions that guests may have, and resolving any customer service issues that arise. I also work closely with other departments to ensure that our business is running smoothly and efficiently.
Night Audit Manager
The Night Audit Manager is responsible for overseeing the night audit staff and ensuring the accuracy of financial transactions during the night shift. The Night Audit Manager must review and approve all financial transactions, including but not limited to, deposits, billing adjustments, and credit card transactions. The Night Audit Manager must also monitor the staff to ensure that all policies and procedures are being followed. The Night Audit Manager also needs to be able to handle customer complaints and address any issues that may arise during the night shift.
Communication Manager
Communication Manager is a software suite that helps businesses manage their communications needs. It provides tools for managing customer communications such as email, chat, and voice, as well as social media. It also includes features for creating and managing customer databases, tracking customer campaigns, and managing customer relationships.
Front Office – Staff Qualities and Competencies
1. Communication skills: The ability to communicate effectively with customers, colleagues, and supervisors.
2. Interpersonal skills: Good interpersonal skills are necessary for staff to build relationships with customers and colleagues.
3. Teamwork: Working cooperatively and collaboratively with others to achieve a common goal.
4. Problem solving: The ability to identify and resolve customer problems quickly and effectively.
5. Adaptability: The ability to adjust to different situations and customers.
6. Attention to detail: Being able to accurately and efficiently carry out tasks and processes.
7. Computer literacy: Being knowledgeable and comfortable using computers and software.
8. Professionalism: Being courteous, polite, and demonstrating a high level of customer service.
9. Time management: The ability to prioritize tasks and manage time effectively.
10. Knowledge of products and services: Knowing the features, benefits, and limitations of the products and services offered.
Front Office Management – Reservation
Front office management is the process of managing the front office of a hotel to ensure that guests are provided with a pleasant experience. This includes overseeing reservations, check-ins, check-outs, guest services, and ensuring that all necessary amenities and services are provided.
Reservations are an important part of front office management. This involves taking and processing guest reservations, answering any questions regarding the hotel and the services it offers, and ensuring that all reservation information is accurate. It is important to be organized when dealing with reservations, as this will help ensure that all guests have a great experience. Additionally, it is important to understand the different policies and procedures associated with reservations, such as cancellation and refund policies.
Types of Hotel Reservation Systems
1. Central Reservation System (CRS): This system is used by hotels to manage guest booking, pricing, and availability across multiple channels. It allows hotel staff to access and manage reservations from a central platform.
2. Online Booking Engines: These are web-based booking systems that allow customers to book hotel rooms directly through the hotel’s website.
3. Property Management Systems (PMS): These are desktop-based systems that are used to manage front-office operations such as room assignments, check-in/check-out, and guest billing.
4. Online Travel Agency (OTA) Software: OTAs are online travel companies that allow customers to compare and book hotel rooms. The software allows hotels to manage their presence on multiple OTAs, as well as track customer reviews and ratings.
5. Room Management Software: This software is used to manage the day-to-day operations of hotel rooms, such as housekeeping, maintenance, and room amenities.
Central Reservation System (CRS)
A Central Reservation System (CRS) is an automated system used by travel agencies and hotel chains that consolidates hotel inventory, rates, and availability into a single, centralized platform. This allows customers to book reservations with hotels, airlines, car rentals, and other travel services quickly and easily. CRSs are used by travel agents and third-party distributors to access hotel information, book reservations, and manage customer inquiries. They also allow hoteliers to manage their own inventory and pricing in real-time, as well as track customer loyalty and preferences.
The Role of Internet in Reservation
The internet has revolutionized the travel industry and has had a major impact on the way reservations are made. The internet has made it easier than ever for travelers to book their own reservations, saving time and money. Travelers can quickly search for flight, hotel, and rental car availability and compare prices to find the best deal. They can purchase tickets and make reservations with just a few clicks. Additionally, the internet has made it easier for travel companies and hotels to manage their booking systems and accept payments.
Sources of Reservations
Reservations can be made through a wide variety of sources, including hotels, airlines, travel agencies, cruise lines, car rental companies, and online travel booking websites. Many of these sources offer discounts and other incentives for making reservations in advance. Additionally, some companies offer loyalty programs that provide customers with rewards for making frequent reservations.
Managing Reservations
Reservations can be managed through a few different tools in order to make sure that everyone is able to get the reservations they need. One tool that can be used is an online reservation system, which allows customers to easily view available reservations and book them quickly. This type of system allows for easy management of reservations, as customers can easily make changes to their reservations and cancel them if necessary. Additionally, a customer database can be used to track and store customer information, making it easier to manage reservations. Finally, customer service staff can be used to provide assistance to customers and help manage any issues that may arise with reservations.
Accepting Reservation of Accommodation
To reserve accommodation with us, please complete the reservation form available on our website. We require full payment of accommodation fees at the time of reservation. All reservations are subject to availability, so please check with us before submitting your form.
If you have any additional questions or queries, please do not hesitate to contact us.
Denying Reservation of Accommodation
The hotel reserves the right to deny the reservation of accommodation to any potential guest.
Cancelling a Reservation of Accommodation
1. Contact the accommodation provider directly via phone, email, or other contact methods to notify them of your intention to cancel your reservation.
2. Provide the necessary details required to cancel your reservation, such as your name, reservation number, and date of reservation.
3. Ask the accommodation provider for confirmation of your reservation cancellation and request a refund, if applicable.
4. Follow up with the accommodation provider if you do not receive an immediate response and to ensure your reservation has been cancelled.
5. Keep a record of your cancellation, including the date and any information provided by the accommodation provider.
Generating Reservation Report
A reservation report can provide detailed information about the reservations for a specific time period. It is a useful tool for businesses to track the number of reservations and customers that booked a reservation.
The report should include the following information:
• Reservation number
• Date and time of reservation
• Number of guests
• Customer’s name
• Customer’s contact information
• Payment method
• Cancellation status
• Any special requests
• Room/table/service booked
• Service/food/beverage ordered
• Total amount charged
• Deposit amount paid
• Balance due
• Notes (if any)
The report should be organized in a logical manner, with the most important information listed first. This will make it easier for readers to quickly find the information they need. Additionally, the report should be clearly labeled with the time period it covers. This will make it easier to compare reports from different time periods. Finally, it should be printed in a readable format that is easy to understand.
Guest Registration
If you are a guest of someone in our community, you will need to register at the front desk. You will need to provide your name, address, and contact information. You will also be asked to provide a valid form of identification such as a driver’s license or passport. Once you are registered, you will be given a visitor’s pass that will allow you to access the community.
Verifying Guest’s Identity
Verifying a guest’s identity can be done in a variety of ways. It is important to ensure that the guest is who they claim to be, as this helps protect the safety and security of the property.
One way to verify a guest’s identity is to ask for valid identification such as a driver’s license or passport. The name on the ID should match the guest’s name, and the photo should match their appearance. The ID should also be valid and unexpired.
Another way to verify a guest’s identity is to ask for a credit card or debit card. The card should match the name of the guest and the address should match the address on their ID. The card should also be valid and unexpired.
A third way to verify a guest’s identity is to ask for a booking confirmation or reservation number. This can help ensure that the guest is who they claim to be, as they could have only made the reservation if they had the correct information.
Finally, it is important to ask questions that only the guest should know, such as the name of their travel companion or the address of their destination. This can help ensure that the person is who they say they are.
Registration Card Typical Format
Name:
Address:
Date of Birth:
Place of Birth:
Height:
Eye Color:
Signature:
Establishing Payment Method
There are a variety of payment methods that can be used to facilitate transactions between sellers and buyers. These include cash, check, credit or debit cards, money orders, and online payment services such as PayPal and Venmo. It is important to choose a payment method that is secure, convenient, and cost-effective for both parties. For online payments, it is also essential to ensure that the payment processor is reputable and supports the necessary encryption protocols. Ultimately, the best payment method for a particular transaction should be determined by considering the needs of both parties.
Assigning an Accommodation
When assigning an accommodation, it is important to consider the needs of the individual and the context of the situation. It is important to understand the limitations and capabilities of the person and to be aware of any legal requirements or policies that must be followed. Additionally, it is important to ensure that the accommodation is reasonable and appropriate to the person’s needs. Furthermore, it is important to ensure that the accommodation does not create a burden for other individuals or create any potential safety risks. Finally, it is important to provide ongoing support and follow up with the individual to ensure that the accommodation is meeting their needs.
Issuing Room Keys or Access Code
Issuing room keys or access codes is a responsibility typically assigned to the front desk staff in a hotel. The front desk staff will typically check a guest’s identification and verify the reservation before issuing a room key or access code. This process is designed to ensure that only registered guests are allowed access to the hotel and the guest rooms.
Handling Special Requests
When a customer has a special request, the best course of action is to ask the customer to explain the request in as much detail as possible. It is important to listen carefully to the customer and be sure to understand their needs. Depending on the request, it may be necessary to research the best way to fulfill the request or consult with other staff members to ensure that the customer’s request is met. When possible, it is important to go above and beyond to show the customer that their request is important and that their satisfaction is the top priority.
Front Office Management – Accounting
Front office management accounting involves the management and oversight of all financial transactions related to the front office operations of a company. This includes tracking and managing cash flow, managing budgets and expenditures, and ensuring that all financial records are accurate and up-to-date. It also involves reconciling accounts and developing financial reports, as well as forecasting future financial needs. Additionally, front office management accounting involves ensuring compliance with both internal and external financial regulations.
What is Front Office Accounting?
Front office accounting is a type of accounting that focuses on the day-to-day financial transactions of a business. It is typically the first line of accounting a business interacts with, as it is responsible for recording and processing the majority of the company’s financial transactions. This includes accounts receivable, accounts payable, payroll and cash management. Front office accounting may also be referred to as bookkeeping or financial operations.
Basic Front Office Accounting Formula
Basic front office accounting formula: Assets = Liabilities + Equity. This formula is used to illustrate the fundamental accounting equation, which states that the total assets of a business must equal the total liabilities plus the total equity of the business. In other words, it states that the total value of a company’s assets must equal the total value of its liabilities and equity.
Objectives of Front Office Accounting System
1. Ensure accurate and timely financial record-keeping through the use of up-to-date accounting systems.
2. Develop and maintain an efficient system for the processing of invoices, receipts, payments, and other financial transactions.
3. Monitor and analyze financial data to ensure accuracy and compliance with applicable legal and regulatory requirements.
4. Prepare and submit accurate and timely financial reports to management.
5. Develop and implement effective internal control procedures to ensure the integrity of financial information.
6. Ensure compliance with applicable local, state, and federal regulations.
7. Monitor and analyze financial trends and develop strategies to maximize profitability.
8. Develop and maintain customer relationships and provide customer service.
9. Coordinate accounting activities with other departments.
10. Act as the primary contact for external auditors.
Types of Accounts
Guest Account
A guest account is a type of account that allows a user to access a limited number of services or applications without having to create a full account. The user can access the services or application without having to provide personal information such as a name or email address. Guest accounts are typically used by visitors to a website or a service that requires an account to access the features.
Non-guest or City Account
A non-guest or City Account is an account which requires the user to provide personal information such as a name, address, and payment information. These accounts are typically used to access services or applications which require a more detailed profile or payment information.
Management Account
A management account is an account used by administrators or managers to manage user accounts and other features within a service or application. Management accounts are typically used to access more advanced features such as user account management, system settings, and analytics.
Difference Between Guest and City Account
A guest account is used to provide limited access to a computer or network, while a city account is used to access government services, such as utilities, taxes, or public records. Guest accounts are typically used to provide access to a computer or network to someone who does not have an account on the system. Guest accounts are typically created with limited privileges, such as access to the Internet or to certain applications. City accounts are used to access government services, such as paying taxes, filing paperwork, or accessing public records. City accounts are typically created with more privileges than guest accounts, such as access to sensitive information or the ability to make changes to data.
Folios and Types
Folios are documents used to record legal and financial transactions. They can be written on paper, parchment, or other materials and typically contain a text, signature, and seal. Types of folios include letters of appointment, agreements, bonds, wills, contracts, court decrees, and deeds.
Types of Folios
1. Standard Folio: A standard folio is a type of portfolio that contains a variety of products or services, typically from a single company. This type of portfolio often includes pieces that are intended to showcase the company’s capabilities and demonstrate the range of what it can do.
2. Specialty Folio: A specialty folio is a portfolio that focuses on specific products or services within a company. It often contains pieces that are tailored to a particular audience or industry and demonstrates the company’s expertise in that area.
3. Professional Folio: A professional folio is a portfolio that contains polished, well-executed pieces that represent a company’s best work. This type of portfolio typically showcases the company’s capabilities in a professional and organized manner.
4. Digital Folio: A digital folio is a portfolio that is created and stored electronically. This type of portfolio is often used by web designers, photographers, and other digital creatives to showcase their work in an easily accessible format.
Postings and Types
Postings are the entries made to an organization’s general ledger that are used to record the financial activities of a business. This kind of entry is typically recorded during the closing of an accounting period.
Types of postings include: Revenue, Expenses, Assets, Liabilities, Equity, Gains and Losses. Revenue postings are entries that reflect the money that has come into a business, such as sales, fees, and interest earned. Expenses postings are entries that reflect the money that has been spent, including costs of goods sold, operating expenses, and taxes. Assets postings are entries that reflect the items owned by a business, such as cash, inventory, and investments. Liabilities postings are entries that reflect the debts that a business owes, including accounts payable and loans. Equity postings are entries that reflect the value of the owners’ investment in the business, such as capital contributions and retained earnings. Gains and losses postings are entries that reflect the increases and decreases in the value of the assets, liabilities, or equity of a business.
Vouchers and Types
Vouchers are documents that can be exchanged for goods or services. There are many different types of vouchers, including gift certificates, discount coupons, loyalty cards, promotional codes, and loyalty points. Gift certificates are vouchers that can be purchased in a store and exchanged for goods or services at the same store. Discount coupons are vouchers that offer a specific percentage off the price of goods or services. Loyalty cards are cards that customers can use to get rewards and discounts from a particular store or chain. Promotional codes are unique codes that can be used to get discounts and special offers from certain websites. Lastly, loyalty points are points that customers can accumulate from shopping at certain stores and can then be exchanged for rewards or discounts.
Ledger and Types
A ledger is an accounting record of financial transactions. It is a bookkeeping tool used to organize and store information.
Types of Ledgers:
1. General Ledger: The general ledger is a master record of all financial transactions within an organization. It records all income, expenses, assets, liabilities, and equity accounts.
2. Subsidiary Ledger: A subsidiary ledger is a specialized ledger that records transactions for a single account. Examples of subsidiary ledgers include accounts receivable, accounts payable, inventory, and fixed assets.
3. Cash Book: A cash book is a ledger that records all cash transactions. It is used to track all cash that comes in and out of the business.
4. Sales Ledger: A sales ledger is a ledger that records all sales transactions. It is used to track sales, discounts, and other related transactions.
5. Purchase Ledger: A purchase ledger is a ledger that records all purchases transactions. It is used to track purchases, discounts, and other related transactions.
6. Bank Ledger: A bank ledger is a ledger that records all bank transactions. It is used to track deposits, withdrawals, transfers, and other related transactions.
Account Settlements
Account Settlements are agreements between two parties, typically a lender and a borrower, that allow the borrower to make payments over a period of time in order to eventually pay off a debt. The terms of the settlement must be agreed upon by both parties and often involve a reduction of the total amount owed, a change in the due date, or a change in the payment amount. Account Settlements are often used to help borrowers who are struggling to make payments on the full amount due.
Front Office Management – Communication
Front office management involves many aspects of communication. It is essential for the front office staff to communicate effectively with customers, other departments, and the management team.
Communication with customers can include answering the phones, responding to emails, and providing face-to-face customer service. It is important for the front office staff to be professional and courteous when handling customer inquiries, and to provide accurate and timely responses.
Communication with other departments is also essential for the front office staff. This can include communicating with the marketing department for promotional materials, the accounting department for billing issues, and the IT department for any technical issues.
Finally, communication with the management team is also key to the success of the front office. This involves providing reports of customer feedback and service issues, as well as any other information that the management team needs in order to make decisions.
Importance of Front Office Communication
Front office communication is essential for any business to ensure smooth operations, customer satisfaction, and efficient communication. Effective front office communication helps to create a positive customer experience, as it helps to ensure that customers are aware of all services and products available. It also enables staff to quickly and accurately answer customer inquiries, which ensures that customers leave with a positive impression of the business. Front office communication also helps to ensure that customer orders are promptly processed and delivered in a timely manner. Finally, front office communication helps to ensure that all staff are informed of changes in policies, procedures, and services, ensuring that everyone is working together toward the same goals.
Interdepartmental Communication
Interdepartmental communication is the exchange of information, ideas, and tasks between different departments within an organization. This type of communication is necessary in order to ensure that different departments are working together to achieve a common goal and that everyone is on the same page. It is also important for departments to be aware of what other departments are working on and how their work affects the organization as a whole. Interdepartmental communication can include written documents, emails, meetings, telephone calls, and video conferencing. To ensure effective interdepartmental communication, organizations should provide adequate training and resources to employees, create clear lines of communication, and maintain open and honest dialogue between departments.
Front office personnel should communicate with other departments in a professional and courteous manner. This includes speaking clearly and politely, as well as listening carefully to understand the other departments’ needs. Front office personnel should also use appropriate channels of communication, such as email, phone calls, and meetings, to ensure that all stakeholders are informed and updated. Additionally, front office personnel should document all communication for future reference.
Switchboard Operators
Switchboard operators answer incoming calls, connect calls between different phone lines, and provide basic information to callers. They also may take messages, transfer calls to voice mail, or provide callers with information such as addresses and phone numbers. They may also assist customers with billing inquiries and technical support. Switchboard operators must be able to multitask, pay attention to detail, and remain patient and professional in stressful situations.
Do’s and Don’ts of Hotel Communication
Do’s
• Be polite and courteous when communicating with guests.
• Listen carefully to what guests are saying and respond promptly.
• Use positive language and be patient.
• Be clear and concise when communicating with guests.
• Use a professional and friendly tone when speaking with guests.
• Follow up on guest requests and inquiries in a timely manner.
• Ensure that guests feel welcomed and respected.
• Make sure that guests understand the hotel’s policies and procedures.
Don’ts
• Don’t be rude or condescending when speaking with guests.
• Don’t be too pushy when trying to sell a product or service.
• Don’t be disrespectful to guests or their requests.
• Don’t be rushed or hurried when speaking with guests.
• Don’t forget to confirm bookings or other important information.
• Don’t forget to thank guests for their patronage and their time.
• Don’t forget to provide clear instructions to guests.
Essential Attributes of Front Office Staff
1. Excellent customer service skills: Front office staff must possess excellent customer service skills in order to create a positive customer experience.
2. Communication skills: Being able to effectively communicate both verbally and in writing is an essential skill for front office staff.
3. Attention to detail: Front office staff must have a keen eye for detail in order to ensure accuracy in all paperwork and customer interactions.
4. Problem-solving skills: Being able to quickly and efficiently solve customer issues is an important attribute for front office staff to possess.
5. Organizational skills: Front office staff must be able to stay organized and prioritize tasks in order to ensure that all customer needs are taken care of in a timely manner.
6. Computer literacy: Front office staff must be comfortable and proficient in using computers in order to complete daily tasks.
Front Office Management – Night Audit
The night audit is an important part of the front office management team. The night audit ensures that all financial records are accurate, that all guests’ accounts are properly balanced, and that all reports are accurate and up to date. The night audit also ensures that all security measures are in place and that all safety protocols are followed. Additionally, the night audit may be responsible for managing and resolving any customer service issues that arise during the night shift, and making sure that all guests’ needs are met.
What is Night Audit?
Night Audit is a process in which the hotel’s financial accounts are reconciled and the day’s financial transactions are checked for accuracy. This is done at the end of each day to ensure that all accounts are correctly balanced and all transactions have been correctly recorded. The night audit process typically includes a review of the daily sales and accounts receivable, a review of the guest ledger and a review of the general ledger.
Basic Activities During Night Audit
1. Balance the day’s receipts and cash deposits.
2. Perform a comprehensive audit of the day’s room charges.
3. Cross-check the room rates and ensure they are current.
4. Ensure all guest charges are properly posted to guest accounts.
5. Balance the day’s credit card payments and receipts.
6. Ensure all credit card payments are properly posted to guest accounts.
7. Update the property management system with the day’s activities.
8. Perform a reconciliation of the food and beverage sales for the day.
9. Balance the day’s housekeeping charges and postings.
10. Reconcile any discrepancies in the sales and payments.
11. Print and review the daily reports from the property management system.
12. Create a summary of the day’s activity for the management team.
The Need for Night Audit
A night audit is an internal accounting process that takes place after the close of business. It is important in order to ensure that all financial transactions, such as sales and purchases, are accurately recorded and accounted for. It is a vital part of the financial operations of any business, as it helps to ensure that the business is running efficiently and is in compliance with all applicable laws and regulations. The night audit also helps to identify any discrepancies or potential issues that need to be addressed. Additionally, it helps to maintain accurate financial records and provides a basis for future tax preparation.
Responsibilities of a Night Auditor
1. Greet guests with a friendly and professional manner.
2. Register guests into the hotel and process payments.
3. Prepare and audit daily reports for the hotel.
4. Process guest bills and payments.
5. Balance daily activity, such as receipts and credit card transactions.
6. Monitor security cameras and the premises.
7. Provide guests with information about local attractions and services.
8. Respond to guest inquiries and complaints in a timely manner.
9. Follow hotel policies and procedures.
10. Ensure all areas of the hotel are clean and presentable for guests.
Types of Night Audit Reports
1. Cash Register Report: This report provides an accounting of all cash transactions during a shift. It lists all cash payments and deposits, as well as any discrepancies.
2. Credit Card Report: This report provides an accounting of all credit card transactions during a shift. It lists all credit card payments and deposits, as well as any discrepancies.
3. Room Revenue Report: This report provides an accounting of all room revenue during a shift. It lists the number of rooms occupied, room rates, and any discounts or other charges.
4. Housekeeping Report: This report provides an accounting of all housekeeping services during a shift. It lists the number of rooms serviced, room rates, and any discounts or other charges.
5. Inventory Report: This report provides an accounting of all inventory items during a shift. It lists the number of items purchased, sold, and on-hand, as well as any discrepancies.
6. Guest Services Report: This report provides an accounting of all guest services during a shift. It lists the number of guests served, services provided, and any discounts or other charges.
7. Cash Flow Report: This report provides an accounting of all cash flow during a shift. It lists all cash payments and deposits, as well as any discrepancies.
Balancing Night Reports
Balancing night reports are reports that help to ensure accurate financial records. These reports are used to confirm that the amount of money that was spent and the amount of money that was received are correct. They are typically run at the end of the day or week to balance the books and make sure that there are no discrepancies. The reports provide a summary of all transactions that occurred during the day or week so that all the accounts are balanced. Balancing night reports can also include information such as customer orders, sales, payments, and other financial transactions.
Front Office Management – SOPs
1. Greeting Guests
a. Welcome all guests with a friendly and professional greeting.
b. Ask guests if they have any questions or needs.
c. Thank guests for their patronage.
2. Answering the Phone
a. Answer the phone within three rings.
b. Provide a professional and friendly greeting.
c. Identify the business.
d. Ask the caller what they need assistance with.
e. Take accurate messages if necessary.
f. Make sure to thank the caller for calling.
3. Check-In and Check-Out
a. Greet guests upon arrival.
b. Ask for guest’s name and provide them with a registration form.
c. Verify identity with government-issued photo ID.
d. Ask for credit card information for payment.
e. Provide guest with room information, key cards and any other necessary items.
f. Offer additional services or amenities to the guest.
g. Check the guest out when they leave.
h. Thank guests for their patronage.
4. Handling Payments
a. Process payments at the time of check-in.
b. Ensure all payments are accurate and complete.
c. Provide guests with receipts.
d. Follow up on any unpaid balances.
5. Reservation Management
a. Respond to reservation inquiries in a timely manner.
b. Ask for all necessary information to complete the reservation.
c. Confirm reservations with guests.
d. Update the reservation system with accurate information.
e. Enter all information into the reservation system.
f. Follow up on any cancellations.
6. Maintenance Requests
a. Listen to guest requests and complaints.
b. Respond to requests quickly and efficiently.
c. Follow up with guests to ensure their satisfaction.
d. Contact the appropriate personnel for any maintenance requests.
e. Follow up with the maintenance personnel to ensure completion of the request.
7. Security
a. Ensure all guests and staff are safe.
b. Monitor the premises for any suspicious activity.
c. Report any suspicious activity to the appropriate personnel.
d. Follow all safety protocols.
SOP for Handling Guest Luggage
1. Greet the guest upon arrival and offer assistance with luggage.
2. Ask the guest for their identification and verify the guest’s information.
3. Explain the hotel’s policies regarding luggage storage.
4. Provide the guest with a luggage tag to attach to their belongings.
5. Ask the guest to fill out the luggage storage form and sign it.
6. Carefully inspect the luggage for any signs of damage or tampering before storing it.
7. Record the guest’s luggage information on the luggage storage form.
8. Store the guest’s luggage in a secure area.
9. Take note of the guest’s expected return time and provide them with a key to access the luggage.
10. When the guest returns, retrieve their luggage and return it to them.
11. Thank the guest for their stay and offer assistance if needed.
SOP for Handling Reservation Request
1. Receive the reservation request:
The first step is to receive the reservation request from the customer. This can be done via email, telephone, or in person.
2. Confirm the details:
Once the reservation request is received, it is important to confirm all the details with the customer. This includes the number of guests, the date and time of the reservation, and any special requests.
3. Check availability:
Once the details of the reservation have been confirmed, the next step is to check the availability of the restaurant or venue. This can be done by checking the online booking system or calling the restaurant directly.
4. Process the reservation:
Once the availability is confirmed, the reservation can be processed. This can be done online or by calling the restaurant and providing the customer’s details.
5. Confirm the reservation:
Once the reservation is processed, it is important to confirm the details with the customer. This can be done via email, telephone, or in person.
6. Follow up:
Finally, it is important to follow up with the customer before the reservation date to ensure that they are still planning to attend. This can also be a good time to remind them of any special requests or requirements.
SOP for Guest Check-in
1. Greet the guest and welcome them to the hotel.
2. Ask for the guest’s name, address, and contact information.
3. Verify the guest’s identity by asking for a valid photo ID.
4. Record the guest’s information in the system.
5. Explain the hotel’s policies and procedures.
6. Provide the guest with their room key and any other necessary information.
7. Inform the guest of any additional services they may be interested in.
8. Thank the guest for choosing your hotel and wish them a pleasant stay.
SOP for Handling Wake up Calls
1. Receive the wake up call request from the customer.
2. Confirm the time of the wake up call with the customer.
3. Record the details of the wake up call in the logbook.
4. Set the wake up call timer to the requested time.
5. Call the customer at the requested time and confirm that they have woken up.
6. Record the result of the wake up call in the logbook.
7. Confirm the customer’s satisfaction with the wake up call service.
8. Notify the customer if there are any changes to the wake up call time.
9. Follow-up with the customer to ensure that the wake up call was successful.
10. Update the logbook with the outcome of the wake up call and any other relevant details.
SOP for Guest Check-out
1. Greet the guest warmly and thank them for choosing your establishment.
2. Ask the guest to provide their payment method and confirm their identity if necessary.
3. Calculate the total bill and inform the guest of the amount due.
4. Process the payment according to the guest’s method of payment.
5. Provide the guest with a receipt of their payment.
6. Ask the guest if they need any assistance with their luggage.
7. Provide the guest with any additional information or assistance they may need.
8. Thank the guest for their patronage and wish them a pleasant day.
SOP for Processing Cancellation Requests
1. Verify Customer Information: Verify the customer details provided by the customer, such as name, address, contact information, and credit/debit card information.
2. Confirm Cancellation Request: Confirm the cancellation request is valid and approved by the customer.
3. Follow Company Policy: Follow company policy when processing the cancellation request.
4. Process Cancellation: Process the cancellation request in the company’s system.
5. Notify Customer: Notify the customer of the cancellation request.
6. Update Records: Update the customer’s records in the system to reflect the cancellation.
7. Provide Refund: Provide a refund to the customer, as applicable.
8. Monitor Customer Satisfaction: Monitor customer satisfaction and provide follow-up support as needed.
SOP for Controlling Guest Room Keys
1. Establish a key control system.
2. Assign an individual to be responsible for the key control system.
3. Make sure that all issued keys are documented and accounted for.
4. Ensure all keys are marked with a unique code.
5. Establish a procedure for issuing and returning keys.
6. Make sure the person responsible for key control knows who has the keys and when they are returned.
7. Require all employees to sign out keys and return them to the designated area.
8. Establish a procedure for issuing replacement keys.
9. Implement regular checks to make sure all keys are returned.
10. Keep all keys in a secure area when not in use.
11. Educate staff on the importance of key control and safe key practices.
12. Monitor the system regularly to ensure it is operating effectively.
SOP for Turning Away Reservation Request
1. To turn away a reservation request, first ensure that the customer’s requirements cannot be met.
2. Contact the customer to explain why their reservation request cannot be fulfilled and apologize for the inconvenience.
3. Offer alternative solutions, such as alternative dates, rooms, or location if possible.
4. Ensure that the customer understands why their request cannot be fulfilled and thank them for their understanding.
5. Document the conversation in the customer’s file and update any relevant records.
6. Make sure to follow up with the customer if needed to ensure that their needs are met.
Information System
An Information System (IS) is a set of interrelated components that collect, process, store, and disseminate information to support decision making, coordination, and control in an organization. IS are used to support and manage operations, knowledge, and decision-making. Examples of Information Systems include Expert Systems, Decision Support Systems, Executive Information Systems, and Transaction Processing Systems.
What is a Property Management System?
A property management system (PMS) is a software application used to help landlords, property managers, and other real estate professionals handle various tasks related to managing rental properties. These tasks include tenant screening, rent collection, maintenance requests, financial reporting, and more. Property management software helps automate many of these tasks, making it easier and more efficient for property managers to manage their properties.
Why is PMS Required?
PMS (Project Management System) is a system that allows project managers to plan, manage, and track the progress of a project. PMS is required in order to ensure that projects are completed on time and within budget. It also enables project managers to identify and manage any potential issues that may arise during the course of the project. Additionally, PMS allows project managers to monitor the progress of the project and make adjustments if necessary.
Common Software Options in a PMS
1. Accounting Software: Accounting software helps PMSs manage the financial aspects of their business such as invoicing, billing, payroll, and taxes.
2. Property Management Software: Property management software helps manage the day-to-day operations of a PMS, such as scheduling maintenance, tracking tenant information, and collecting rent payments.
3. Reporting Software: PMSs use reporting software to analyze data and generate reports on topics such as occupancy rates, revenue, and expenses.
4. Online Booking Software: Online booking software helps PMSs manage their reservations and take bookings from potential customers.
5. Security Software: Security software helps protect PMSs from cyber-attacks and other potential security threats.
6. Customer Relationship Management (CRM) Software: CRM software helps PMSs manage their customer relationships, marketing, and sales.
PMS Features for Front desk
1. Bookings and Reservations
2. Check-in/Check-out
3. Room and Rate Management
4. Invoice/Receipt Printing
5. Payment Processing
6. Housekeeping Management
7. Keycard/Access Control
8. Online Booking Engine
9. Group Management
10. Reporting and Analytics
11. Guest Profiles and Preferences
12. Integrations with Third-Party Systems
13. Automated Messaging and Reminders
PMS for Sales and Marketing
Project Management Software (PMS) for Sales and Marketing can help streamline sales and marketing operations, from lead generation and customer relationship management (CRM) to campaign tracking and analytics. PMS can help your team keep track of tasks, timelines, and communication with customers and prospects, as well as analyze campaigns and customer feedback. It can also be used to manage customer loyalty programs, plan events and promotions, create and launch automated marketing campaigns, and monitor and track sales and marketing performance.
PMS for Housekeeping
Property Management System (PMS) for Housekeeping is a system that helps housekeeping staff to manage their tasks more efficiently. It helps to streamline the process of managing housekeeping tasks, streamline communication between staff, and ensure that all tasks are completed correctly and on time. The system can track the status of tasks, assign staff to tasks, and provide real-time updates to staff. Additionally, the system can provide reports on housekeeping efficiency, as well as track inventory, supplies, and cleaning products. Finally, the system can be used to track customer feedback and satisfaction, providing valuable insights for housekeeping staff and management.
PMS for Food and Beverage
PMS for food and beverage refers to a point-of-sale system specifically designed for restaurants, bars, hotels, and other establishments that serve food and drink. This type of system allows for the tracking and management of orders, sales, inventory, and customer information. It can also be used to generate reports and analytics on customer trends and preferences, enabling restaurant owners and managers to optimize their operations and maximize profitability. A PMS for food and beverage can also help streamline operations by automating processes such as order taking and payment processing.
Concerns in Selection of Appropriate PMS
1. Cost: The cost associated with the implementation and use of a PMS will vary greatly depending on the size and complexity of the system. It is important to select a PMS that fits within the budget of the organization.
2. Scalability: The scalability of the PMS should be considered when selecting a system. It should be able to grow with the organization and its needs.
3. User-Friendliness: The system should be easy to use and understand by all members of the organization.
4. Security: The security of the PMS should be a major concern when selecting a system. It should be able to protect confidential data and prevent unauthorized access.
5. Integration: The PMS should be able to integrate with other existing systems within the organization. This will ensure a seamless process flow and increase efficiency.
6. Support: The vendor should provide sufficient customer service and technical support as needed. This will help ensure the system is up and running smoothly.
Property and Business Domain Concerns
Property concerns in a business domain typically involve issues involving the ownership of physical or intellectual property by the business, such as patents, trademarks, copyrights, or trade secrets. Business domain concerns involve the legal aspects of doing business, such as corporate governance, contract law, taxation, and labor law. Other concerns may include the protection of customer data, compliance with industry regulations, and cybersecurity. Additionally, businesses must be aware of and comply with competition and antitrust laws, as well as any applicable international laws.
PMS Domain Concerns
PMS domain concerns involve understanding the various components of a PMS system, from the software to the hardware, and how they interact with each other. This includes understanding how the PMS system interacts with other systems, its security, its compatibility with various software and hardware, and its scalability. Additionally, PMS domain concerns include understanding how to implement the system, how to maintain it, and how to troubleshoot any issues that may arise. Finally, understanding the legal implications of a PMS system is an important part of the PMS domain concern.