15 FRONT DESK LOG

N. Rekha

epgp books

 

 

 

 

In hospitality industry, the front office department is believed as the core of a hotel, where the guest cycles occurred, encompassing from pre-arrival, arrival, occupancy until departure. Moreover, the front office department, specifically the reception desk, is considered a vital unit in generating guest’s first impression towards the hotel itself (Baker et al. 2000). A well-organized front office department is important due to the fact that this particular department is known as the largest source of hotel room revenue. There are number of statistics necessary at and from the front office. Most of these are done in close cooperation between the reception and billing section. It should be the aim to determine the work of these statistics without diminishing the completeness and clarity of them. This can be achieved by summarizing the data as much a possible in one form.

 

Turnover Report

 

There is a recapitulation book to report the turnover to the management. On the double page are vertical columns for each department as well as columns for the occupancy rate. Every day the night auditor, after having made out the daily statement will enter the figures in the appropriate columns of this book. After every ten days and at the end of the month the columns are added, showing the cumulated turnover of very department per month.

 

Then the brought forward from the last month is written in the next horizontal line and added to the turnover of the current month, showing the turnover accumulated from the beginning of the year up to now.

 

In the next month, two lines the corresponding figures (turnover of the month and accumulated) of the past’s year are written to give the possibility of an immediate comparison with the past year.

 

Occupancy Report

 

The occupancy repot shows the status of each room whether was occupied and by whom. In a separate column of this report the number of adults and children are marked as well as the nationality. The room rate is stated and added floor wise, so that the auditor can check the room rate charges.

 

Concerning the nationality is sufficient to mark whether the customer is Indian or foreigner. Only the government law requires this. For purpose of public relations and sales analysis however it would be better to mark the specific nationality.

 

Departure List

 

In the departure list all guest are expected to leave this day are listed. Instead of typing separate list, this can be included in the occupancy report, by using a special column and a sign for departure.

 

Plans

 

It is very important for the restaurants to know which customers have special arrangements such as AmericanPlan, European Plan and Modified American Plan, etc. This again can be included in the Occupancy Report by giving special sign in the appropriate column “Plan” of this report.

 

VIPs

 

VIP customers are specified on the Occupancy Report. No special list is written. A remark “ VIP” behind the name is enough.

 

Sales Report

 

The sales report is a summary of the occupancy report. It shows the different subtotals of the floors, totaled to receive the total figures of the hotel’s occupancy and room sales.

 

Room Sales

 

The first part of the sales report is a summary of the floor occupancy as well as the adjustments as half and full rates (for late departures), day rooms and no shows. The total sum of the room rates divided by the number of rooms occupied gives the average room rate. The figure of this rate shows whether higher prices or lower priced rooms are preferred.

 

Occupancy

 

The second part of the sales report shows how many client, adults, and children, Indian and foreigners, are in the hotel, as well as the number of arrivals and departures, the fluctuation of guest.

 

According to the international standards, the room occupancy is considered to be more important than the bed occupancy. For this statistic only the available rooms are taken into consideration. For example, supposed a hotel has a total of 210 rooms, but 10 rooms are under renovation and 5 are blocked for internal use, so that only 195 rooms are available. The 195 rooms are then 100%, so that 156 occupied rooms’ area equal to 80% occupancy, and not to 74% occupancy as it would be when compared to 210 rooms.

 

Presumed Occupancy

 

The presumed occupancy in the third part of the sales report only shows the number of expected residents according to the proofs available (reservation forecast).

 

Accumulated Occupancy

 

The statements of the sales report entered in the accumulated occupancy book. This book then shows the occupancy of one month per day and accumulated. The necessary entries are:

  • Number of arrivals (adults and children)
  • Number of rooms blocked.
  • Number of rooms available.
  • Number and percentage of rooms occupied.
  •  Average room rent.

All the above-mentioned items accumulated for the month. At the end of the month the brought forward from try preceding month is added. The comparative figures of the past year can be written underneath.

 

Compiling Reservation Reports

  • Expected Arrivals and Departure Lists
  • Room Availability Report
  • Group Status Report
  • Special (VIPs) Arrival Lists
  • Turn-away Report
  • Revenue Forecast Report
  • Room Availability Determining From Charts
  • Room availability is ensured from an  availability chart which can be in the form of
  • Forecast Boards
  • Reservation Chart
  • Computerized System

 

Forecast Boards

 

Forecast Board is somewhat similar in appearance to a calendar. This is mounted on the wall near to the reservation clerk or assistants so that they have better and quick access to the room status information when they need to check for room availability. Usually this boards keeps information for a period of two months and the dates in the board represent specific room status.

 

Reservation Charts

 

Most of the hotels use reservation charts to display and record room availability.

There are two types of reservation charts they are

 

Conventional Charts

 

These charts gives details on availability of each room in the hotel by room number.

 

This chart is used by marking reservations in pencil to allow for any alternations or cancellations. When booking is done each one is allocated a room number, with the guest’s name shown on the chart. This chart is shown on a monthly basis and is displayed according to the flexibility on the wall or on the desk within easy each reach of the reservation clerk.

 

The merit of using this system is that it gives not only up-to-date room status information, but also the details concerning individual bookings. The important thing to note in this is that this type of chart is normally suitable only for small hotels.

 

This chart is used where the guests usually stay for a long period of time.

 

Hotel which provide wide variety of room types (different sizes, décor, features or locations)

 

Suited for hotel which offer highly personalized services to their guests. In cases where guest ask for specific rooms).

 

This conventional chart is not suitable for large hotels as it consumes more time to record all the individual details. It is common for error to be made when a large number of rooms are there.

 

Density Charts

 

Density charts show and record the total number of reservations held for each type of room on a specific date.

  • This type of chart is suitable for large hotels where
  • Large number of rooms are there with similar décor, location and rates.
  • Here the guest stay is for a short period.
  • This chart needs quicker handling of large numbers of bookings.

Room-Status Report

 

This report is used to know whether a particular room is occupied, vacant, dirty or ready for occupying or out of order

 

Room status can be classified as follows

  • Vacant/Clean – This depicts that the room has been serviced and ready to be assigned to a guest.
  • Vacant/Dirty – This implies whether a room has been vacated or await cleaning, such rooms are sometimes called on charge or checked –out rooms
  • Occupied/ Stay-on Rooms – These are rooms which are still occupied by guest, who will stay for one or more nights.
  • Out of Order Rooms – Generally these rooms are not in use, usually because there is something which is faulty in the room or the room is being redecorated or under maintenance.
  • Blocked Rooms – In this type of rooms they will be reserved for specified reasons . (VIP’s or groups)

Guest History Records

  • This is a record of guest’s room and rate charged, their likes and dislikes, if known, as well as the amount they spent to the hotel.
  • The records may be kept on the computer or on hand written record cards.
  • As a system will automatically open a new guest history card for guests who stay in the hotel for the first time and it will update the existing guest history records on check-out
  • An annual review of all guest history records is needed.
  •  Some records have to be discarded.

Front Office System

 

Reservations

 

This system handles all reservations and related activities within a hotel. This sub-system allows for individual, (FIT), groups, tours, conferences and miscellaneous group bookings to be made for any date in the future.

 

Reports

  • Room booking position report
  • Arrival list
  • Arrival list by guest class
  • Special list for arrivals
  • Confirmation letters printing report
  • Daily reservation report
  • Reservation closed dates report
  • Next fortnight movement report
  • Business forecast report

Registration

 

The registration system is linked by information transfer to the reservation system. This provides for smooth and accurate check-in. The system prints registration cards and concise reports.

 

Reports

  • Guest list by name
  • Guest list by room number
  • Guest list by group name/code
  • Room status list
  • Expected departure report
  • No-shows/ walk-in’s report
  • Room Change report
  • Credit limit-check report
  • Today’s check in report
  • Today’s check-out report
  • House position report
  • Today’s room change report
  • Discount-guest list by room number

Front Office Cashier

 

The guest accounts system provided for accurate on-line posting of guest charges and settlement of guest accounts through a wide range of settlement methods

 

Reports

  • Shift summary
  • Shift transaction
  • Shift detail list of account code
  • Other cash handling reports
  • Credit limit report
  • Settlement list
  • Deposit balance/due/refund report

Night Auditing

 

The night auditing system is the most important function in the daily operation of the hotel. It posts room tariff automatically, performs the balance of the entire day’s transaction and closes day’s business.

 

Reports

  • Room rate variance report
  • Guest outstanding report
  • Checked in report
  • Checked out report
  • Hotel transaction list
  • Credit limit check list
  • Deposit control report
  • Luxury tax report
  • Hotels trail balance

Financial System

 

General Ledger

 

The general ledger system forms the heart of the financial systems, being integrated with modules of financial accounting such as “ Accounts Receivable and Payable” as well as front office for the transfer of “ Daily Trial Balance”.

  • Reports
  • Trial balance
  • General ledger
  • Balance sheet
  • Expenditure analysis
  • Schedules of ledgers

Accounts Receivable

 

The city ledger or accounts receivable function is one of the most critical and important applications in the hotel environment. Most of the accounts receivable modules are specially designed to enable the hotel management to have complete control and efficient functioning of this critical department

  • Report
  • Front office transfer edit list
  • Customer invoices, receipts and adjustment notes
  • Customer ledger
  • Customer statement of accounts
  • Customer balances and analysis
  • Reminder statements
  • Cash/cheque receipts book

Accounts Payable

 

The accounts payable system keeps track of all supplier invoices, adjustments and payments.

 

Reports

  • Supplier’s master list
  • Supplier’s statement of accounts
  • Supplier’s ledger
  • Supplier bills due to pay or cash requirements
  • Analysis of balance by supplier type

Presentation to the Management

 

It depends on the hotel’s policy and the manager’s wish to whether these statistics are shown to him regularly every day, every ten days or only monthly. It is the duty of the night auditor and the night receptionist to keep the turnover recapitulation and the accumulated occupancy report; both books should remain at the front office.

 

Conclusion

 

The FRONT OFFICE is the nerve center of a hotel. Members of the front-office staff welcome the guests, carry their luggage, and help them register, give them their room keys and mail, answer questions about the activities in the hotel and surrounding area, and finally check them out. In fact, the only direct contact most guests have with hotel employees, other than in the restaurants, is with members of the front-office staff. The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services, Reservation, Operators, Executive Club, Health and Recreation Center and Business Center. The purpose of the Front Office Department is to provide guests assistance with luggage, transportation, information concerning the hotel and the city, and any other service arrangements needed during their stay. Employees of the Front Office Department often provide the first and last impression of the hotel to our guests. It is therefore vitally important that employees display a prompt and courteous attitude to all guests and demonstrate the excellence in service.

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Web links

  • https://study.com/academy/lesson/hotel-front-office-functions-responsibilities.html
  • https://www.cloudbeds.com/articles/6-reports-your-hotel-should-run-every-night/
  • https://www.etravelweek.com/imported/front-office-manager-fom-hand-over-list
  • https://setupmyhotel.com/formats/fo.html
  • hotelmanagementbusiness.blogspot.com/2009/…/form-formats-used-in-front-office.ht…
  • https://www.etravelweek.com/imported/front-office-manager-fom-hand-over-list