FRONT OFFICE PROCEDURES

Front Office Procedures

The Guest Cycle

Pre-arrival

Arrival
Occupancy

Departure

Room Status Terms

Occupied

Complimentary

Stay over

On-change
Do not disturb
Sleep-out
Skipper
Sleeper
Vacant and ready
Out-of-order
Lock-out
DNCO (didn’t check out)
Due out
Check-out
Late check-out

Single
Double
Triple
Quad
Queen
King
Twin
Double-double
Studio
Mini-suite or junior suite
Suite
Connecting rooms
Adjoining rooms
Adjacent rooms
Lanai
CabanaDuplex
Murfy
Pent-House

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
premium-price
Voice over Internet protocol (VoIP)



Telecommunications Equipment
PBX system
Call accounting system
Guest room phones
Pay phones
Pagers/cell phones
Automatic call dispensing system
Telephone/room status systems
Internet access
Call detection equipment


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


Front Office Software Packages
Reservations management
Rooms management
Guest account management
General management


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


Rooms Management Software
Room status
Registration
Room assignments
Room rate information


Guest Account Management Software
Folio management
Credit monitoring
Transaction tracking


General Management Software
Revenue analysis
Operating statistics
Financial analysis
Guest history


Back Office Interfaces
General ledger accounting software
Accounts receivable
Accounts payable
Human resources software
Payroll accounting
Personnel recordkeeping
Labor scheduling


Back Office Interfaces
Financial reporting software
Chart of accounts
Balance sheetsIncome statements

Transaction analysis

Inventory control software

Stock levels

Purchase order system

Stock rotation scheduling

 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


MANWAL
Room Types