Front Office Midterm Flashcards
Pre-arrival
Guest choose their hotels during this stage of the guest cycle
When a guest makes a reservation, a reservation record is created
Hotel choice is affected
Type of travel Previous experiences Advertisement and promotions Recommendations Frequent traveler rewards programs
Arrival
The guest establishes a business and legal relationship with the hotel.
Uniformed staff greet the guest at the entrance.
The guest present an ID card/ credit card (for proof)
Gather the guest information
Completed when the guest has presented a method of paying and departure date. Then the guest is issued the room key
During the stay
The FD is responsible for coordinating services for guests
Guest complaints should be resolved as quickly as possible
FD accounting records for guests for the purchases and must be reviewed for accuracy
Departure
Guest services and guest accounting aspects are completed
The guest vacates the room, receives an account receipt, returns the room key, leaves the hotel
FO system automatically updates the room’s availability status and closes the guest account
A guest history file is automatically created
Reservation agent sales process
Great the caller Identify the caller's need Provide an overview of the hotel's features and benefits Propose a room recommendation Close the sale Gather the reservation information Thank the caller
Type of reservations
Non-guaranteed (6pm)
Guaranteed (pre-payment, advance deposit, credit card, travel agent)
Confirmation can be made by
Confirmation number
Letter of confirmation
Revenue management
A technique based on supply and demand used to maximise revenues by lowering prices to increase sales during periods of low demand and by rising prices during periods of high demand
The concept of revenue management
Services are intangible (can not be stored) why RM is important
Forecast of the future will help you monitor demand and supply
Shift focus from “high-volume” to “high-profit”
Why make forecasts of room availability or occupancy?
To determine what strategy to use in Revenue management
To plan staffing levels at the front office and other departments
To help other departments with their operational planning
Measuring occupancy %
Room nights sold / room nights available
Measuring average daily rate (ADR)
Realised revenue / total rooms sold
Measuring yield
Realised room revenue / potential room revenue
Measuring RevPAR
Realised room revenue / number of available rooms
High demand tactics
Close or restrict discounts Apply minimum length of stay Reduce group room allocation Raise rates to be consistent with competitors Tighten cancellation policies
Low demand tactics
Lower rates Offer packages Sell values and benefits Encourage upgrades Remove stay restrictions Keep discounts categories open
Pre-registration activity
Assign rooms to reservations for which you have all information Assign rooms for groups Print registration forms Make key cards and "envelopes" Arrange for special requests
Creating the registration form
Guest name, address and phone number Company affiliation Personal data (passport number, date of birth) Method of paying Arrival and departure date Rate Room number / type Guest's signature
Assigning the room and rate
Guest wants/ needs Room status Room rates Room location Future blocks
Establishing method of paying
Cash
Personal checks
Credit card
Direct billing
Issuing the room key
Inform the guest about the room number
Inform the guest of where to find the room
Give information about the hotel that may be of interest for the guest
Wish the guest a pleasant stay
Up-grading
A guest is offered a more expensive or luxury room but the price is the same
Things that can be done to prevent walking of a guest
Check the arrival list
Check the “stay-over” and “due-outs”
Check rooms that are out-of-order
How to handle a walking of a guest
Make preparations (call other hotels)
When a guest arrives, talk to them in private explaining the situation
Make apologies
Follow up!
Front office communications
Communication with guests Log book Information directory (kept to be able to answer common guest questions) Mail and package service Telephone service Handover to the next shift Daily morning briefing
Interdepartmental communications
Banquets Maintenance Controller Security Human Resources Housekeeping Food and Beverage Marketing and Sales
