Chapter 3 - Lodging Operations Professor Suzanne Bagnera...

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Professor S. Bagnera Lodging Operations & Technology Professor Suzanne Bagnera
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Professor S. Bagnera Chapter 3 Front Office Operations
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Professor S. Bagnera Competencies for Front 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.
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Professor S. Bagnera The Guest Cycle Pre-arrival Arrival Occupancy Departure
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Professor S. Bagnera Guest Cycle – pg. 92
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Professor S. Bagnera Guest Interaction
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Professor S. Bagnera A. Pre-Arrival The guest chooses a hotel based on: Previous experience w/in hotel. Ads Company travel policy Recommendations from travel agents Friends Business associates Hotel’s location Hotel’s reputation Frequent traveler programs Name or chain preconceptions Ease of booking Agents description of facilities, rates, amenities. Reservations = non- group sales office. Reservation Record = request & availability. Creates a guest folio = a record of the charges incurred & credits acquired by the guest during occupancy.
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Professor S. Bagnera B. Arrival Registration Rooming Functions Establishment of Credit Barrier-Free
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Professor S. Bagnera C. Occupancy Telecommunications Main & Information services Posting of charges Night Audit
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Professor S. Bagnera D. Departure Check-out Guest History Account settlement
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Professor S. Bagnera
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