Chapter 13 - Chapter 13 I) The Front Office a. Definition...

Info iconThis preview shows pages 1–4. Sign up to view the full content.

View Full Document Right Arrow Icon
Chapter 13 I) The Front Office a. Definition i. The department within the hotel that is responsible for guest reservations, registration, service and payment. b. Responsibilities of the front office i. Small Property 1. The small area that guest registration occurs ii. Large Property 1. The staff members, each responsible for a portion of the office’s management or operation. c. Front Office Manager(FOM) i. Reports to 1. General Manager ii. In charge of 1. Establishing the daily monitoring of room rates(revenue manager) 2. Managing the reservation process(reservations manager) 3. Providing for guest services(guest service manager) including services related to guest registration(desk staff), guest information (concierge) and guest assistance(bell staff) 4. Managing the front office related accounting and data collection process(night auditor) d. Property Management System (PMS) i. Definition 1. A computerized system used by the hotel to manage its rooms revenue, room rates, reservations, and room assignments, guest histories, accounting information and other selected guest service and management information functions. e. Revenue and Reservations Management i. Revpar
Background image of page 1

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
1. (Occupancy Percentage) X (average daily rate) f. Practicing Yield Management i. Definition 1. A set of techniques and procedures used to manipulate occupancy, ADR, or both for the purpose of maximizing the revenue “yield” achieved by a hotel. ii. How to effectively practice yield management 1. The proper opening and closing of discounted rates is the core of yield management. g. Management of Guest Services i. Airport transportation ii. Parking cars iii. Handling luggage iv. Providing directions to attractions within the local area v. Making restaurant reservations vi. Taking guest messages vii. Routing mail viii.Newspaper delivery ix. Management of safety deposit boxes x. Supplying directions for areas within the hotel xi. Setting wake-up calls xii. Providing for guest security via careful dissemination of guest related information xiii.Handling guest’s concerns and complaints. h. Accounting for Guests i. Upon checkout the guest wants to pay their share of the folio charges 1. A folio a. The detailed list of a hotel guest’s room charges, as well as other charges authorized by the guest or legally imposed by the hotel. i. Data Management
Background image of page 2
i. Guest information to keep on hand 1. The date of the guest’s last stay 2. The guest’s address, telephone number, and credit card information 3. The room rate paid and room type occupied by the guest 4. A history of the guest’s prior folio charges 5. The form of payment used by the guest to settle his or her account with the hotel 6. The guest’s membership in groups receiving a discount from the hotel
Background image of page 3

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
Image of page 4
This is the end of the preview. Sign up to access the rest of the document.

Page1 / 11

Chapter 13 - Chapter 13 I) The Front Office a. Definition...

This preview shows document pages 1 - 4. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online