FRONT OFFICE OPERATIONS: FRONT OFFICE DOCUMENTS & PROPERTY

MANAGEMENT SYSTEM

ASSIGNMENT

Spring Semester-2020

Course Code: 1103

Course Title: Front Office Management

Submitted to- Rezoana Alam, Lecturer (ITHM)

Submitted by- Shihabur Rahman Niyom

Student ID: 201039054

APRIL 25, 2020

PRIMEASIA UNIVERSITY
DEPARTMENT OF INTERNATIONAL TOURISM & HOSPITALITY MANAGEMENT
Reservations Procedure: Reservations and Sales, types of reservations, group reservations,
Reservations Confirmation & cancellation

Reservation And Sales: Prior to automation, reservations agents focused primarily in basic rooms
availability information they did not have an effective means by which to identify available
rooms by room type. When a guest requested a room, the reservations agent could confirm that a
room was available. The agent, however could not be sure that a particular type of room or that
specific furnishings or features were available. Reservations agents would note special requests
such as no-smoking room or a room with a nice view or a certain type of bedding on the
reservation record, but it was up to the front desk agent to fulfil such requests at the time of
check-in. At the same time, the front desk agent was considered to be primarily responsible for
keeping the hotel full and maximizing room revenue. Front desk agent were often provided
incentives to sell guests higher-priced rooms when they arrived. Automation of the reservations
process provides accurate and current rooms and rate information. Since room features are
normally categorized within the rooms management module reservation agents can review room
and rate information for a specific date. Request for specific room types, location and special
features can be immediately acknowledged and quickly confirmed as part of the reservations
process. Many reservation systems enable reservations agents to the assign specific rooms. Given
its role in the selling function much of the responsibility associated with projected room revenues
and profitability analyses has shifted and now resides within the reservations department. For
this reason, many lodging companies now view reservations as part of the sales department,
even through the function has traditionally been part of the rooms division. Reservations agents
are not order takers they are trained in sales module reservation agents can review room and rate
information for a specific date. Request for specific room types, location and special features can
be immediately acknowledged and quickly confirmed as part of the reservations process. Many
reservation systems enable reservations agents to the assign specific rooms. Given its role in the
selling function much of the responsibility associated with projected room revenues and
profitability analyses has shifted and now resides within the reservations department. For this
reason, many lodging companies now view reservations as part of the sales department, even
module reservation agents can review room and rate information for a specific date. Request for
specific room types, location and special features can be immediately acknowledged and quickly
confirmed as part of the reservations process. Many reservation systems enable reservations
agents to the assign specific rooms. Given its role in the selling function much of the
responsibility associated with projected room revenues and profitability analyses has shifted and
now resides within the
reservations department. For this reason, many lodging companies now view reservations as
part of the sales department. The ability of the reservation department to sell rooms maximize
revenue enhance inventory control and improve guest satisfications an often cited as an
important justification for investing in front office automation. With proper emphasis on sales
and marketing techniques, properties can more accurately forecast and better react to business
volumes. Gathering forecasted sales information and using it to determine pricing or room rate
strategies are often referred to as revenue management.

Types Of Reservations: The majority of hotel guests make reservations. Reservations may take
many forms, but they can all be placed in all of two broad Categories guaranteed or
nonguaranteed. It is important for hotel managers to know their states law concerning guaranteed
and non-guaranteed reservations. In some states confirming a guaranteed reservations is
considered a binding contract. If the hotel than fails to provide the rooms legal penalties can be
applied if the guest files a complaints with the state.

Guaranteed Reservations: A guaranteed reservations assure the guest that the hotel will hold a
room until a specific time of the day following the guest scheduled arrival date. This time may be
check out time, the start of the hotel day or any time the hotel chooses. The guest in turn
guarantees to pay for the room, even if it is not used, unless the reservation is cancelled
according to the hotels cancellations procedure.

Prepayment: A prepayment guaranteed reservations requires that a payment in full be received

prior to the guest day of arrival. From the prespective of the front office this is generally the most
desirable from of guaranteed reservation.

Credit Card: Major credit card companies have developed systems to ensure that participating
lodging properties recipe payment for no shows through credit card guaranteed reservations.
Unless a credit card guaranteed reservation of properly canceled before a stated cancellation
hour, the lodging property will change the guests credit card amount for one night room rate plus
tax the card company will then bill the cardholder.

Advance Deposit: An advance deposit guaranteed reservation requires that the guest pay the
hotel a specified amount of money prior to arrival. The amount of an advance deposit is typically
large enough to cover one nights room rate and tax. At resorts that traditionally have longer
guest stays advance deposits to several nights room rate and tax are often required. The pre
arrival amount will typically be larger if the reservation is fir more than a one night stay.

Voucher or MCO: Another type of travel agent guarantee is the travel agency voucher or
miscellaneous charge order (MCO). The MCO is a voucher issued by the airline reporting
corporation (ARC) and is controlled by many of the same travel agency regulations that control
airline tickets. Many resorts prefer MCOs if they must accept vouchers because ARC guarantees
payment of the travel agency default on the payment. With travel agency vouchers and MCOs
the guest has prepaid the amount of the deposit to the travel agent.

Reservations Inquiries: A property receives reservations inquiries in a variety of ways.

Regardless of the source, the reservations agent or the web sit will collect information about the
guests stay through a process known as a reservations inquiry. The reservations agent or on line
process should collect such information for the guests names, address and telephone numbers
company and travel agency name date of arrival and date of departure and the type and number
of rooms requested. The reservations agent or on line sequence should also try to establish the
room rate, number of people of the party, method of payment or guarantee, and any special
requests.

Group Reservations: Group reservations can involve a variety of Contacts guests meeting
planners, Conventions and visitors bureaus tour operators and travel agents. Group Reservations
typically involve intermediary agents and require special care. Usually when a group selects a
hotel its representative deals with the hotel sales or reservations department. If sufficient
accommodations are available are agreed upon number of guest rooms called a block is set aside
for the groups member. Groups members may be given a special reservations identifications
code or reservations card to use to reserve room within the groups assign blocks
Conventions and visitors bureaus tour operators and travel agents. Group Reservations typically
involve intermediary agents and require special care. Usually when a group selects a hotel its
representative deals with the hotel sales or reservations department. If sufficient
accommodations are available are agreed upon number of guest rooms called a block is set aside
for the groups member. Groups members may be given a special reservations identifications
code or reservations card to use to reserve room within the groups assign blocks Conventions
and visitors bureaus tour operators and travel agents. Group Reservations typically involve
intermediary agents and require special care. Usually when a group selects a hotel its
representative deals with the hotel sales or reservations department. If sufficient
accommodations are available are agreed upon number of guest rooms called a block is set aside
for the groups member. Groups members may be given a special reservations identifications
code or reservations card to use to reserve room within the groups assign blocks. Reservations
received from group members are applied against the rooms help in the groups block thereby
reducing the number of rooms available within the block. Rooms reserved for specific guests are
referred to as booked. As group members reserved rooms the room statues changes from
blocked to booked. Normally the hotel which establish progress dates to evaluated the progress
off conversations from blocked to booked rooms. Unreserved rooms in the blocked may be
released of the hotels available room inventory at a predetermined date. This time frame is
usually referred to as the group reservation cut off date. Typically the cut off date is clearly
stated in the contact the groups representative signs to the hotel.

Reservation Confirmation/Cancellation: A reservations confirmation means that the hotel

acknowledged and verified a guests room request and personal information by telephoning,
faxing, telexing, or mailing/e-mailing a letter of confirmation. A written confirmation states the
intent of both parties and confirms important points of agreement names, date, rate, type of
accommodations, number of rooms deposit required or received and number of guests.
Confirmed reservations may be either guaranteed or non guaranteed. A written confirmation
states the intent of both parties and confirms important points of agreement names, date, rate,
type of accommodations, number of rooms deposit required or received and number of guests.
Confirmed reservations may be either guaranteed or non guaranteed. A written confirmation
states the intent of both parties and confirms important points of agreement names, dates, rates
types of accommodation, number of rooms, deposit required or received and number of guest.
All confirmations notices generally include: • Name and address of guest • Date and time of
arrival • Room type and rate • Length of stay
• Number of persons in party • Reservations classifications (guaranteed and non-guaranteed) •
Reservations confirmation number • Special requests, if any
Depending on the nature the reservations, the confirmation notice may also include a request for
a deposit or prepayment, or an update of the original reservations detailing reconfirmation
modification or cancellation.
ROLE OF FRONT OFFICE IN HANDLING GUEST COMPLAINTS & ENSURING GUESTS
SATISFACTION

ASSIGNMENT

Spring Semester-2020

Course Code: 1103

Course Title: Front Office Management

Submitted to- Rezoana Alam, Lecturer (ITHM)

Submitted by- Shihabur Rahman Niyom

Student ID: 201039054

APRIL 25, 2020

PRIMEASIA UNIVERSITY
DEPARTMENT OF INTERNATIONAL TOURISM & HOSPITALITY MANAGEMENT
Role of front office in handling guest complaints and ensuring guest
satisfaction

Handling complaints ; A guest in a hotel is basically a customer who purchases the services of
the hotel and pays for these services. When we look at the relationship of a hotel employee with
a hotel
guest we realize that in a stay of 2-3 days perhaps, the guest comes in contact with the employees
for
not more than 2 hours or so, and unless the guest repeats the visit to the same hotel, his relation
with
the employees of the hotel is only of 2 hours in the life time. Hence, the relationship an employee
should maintain with the guest should be “short and formal” and if there is any guest complaint it
should be sorted out immediately to make his stay comfortable.
Most guest concerns can be dealt with simply by complying with the person’s reasonable
requests from
time-to-time; however, hotel does come across some guests who may complain about hotel
services. A
complaint can be costly for the business but it can also have a positive outcome. This all depends
on
how it is dealt by the members of the staff. If a complaint is dealt with in a positive manner and
the
guest feels they have received very good guest service, then they may forget about their bad
experience
and may even promote the business because of the excellent service they have received. This is
known
as a “win-win” situation: the guest is happy and so is the business. And, if a guest is unhappy and
given
bad guest service, then they may never return. Worse still, they are likely to tell others about the
bad
service they were given and so put off potential customer. Hotel staff should always remember
that the
guest has the privilege to disagree but not the employees. The golden rule “Guest is always
right” must
be adhered by all the employees and management of the hotel.
Hence, it is very essential for hotels to deal with guest complaints immediately. There is a certain
amount of expertise required when handling guest complaints in a hotel. Most of the time, the
complaint comes to the hotel receptionist. It is not necessary a complaint does always have to be
voiced, it can also be unvoiced. Hence, hotel staff should be able to address both types of
complaints. It
is important to remember that the hotel exists because of the guests only and if guests no longer
stay at
the hotel due to dissatisfaction then there will be no hotel. A part of the
The front office may receive complaints about other departments’ services, regardless of whether
those
operations are managed by the front office or not. The hotel and its revenue outlets should
maintain
close communication and develop procedures designed to satisfactorily resolve guest complaints
otherwise, guest may continue to be upset and the front office will continue to hear about the
problem.
It is usually counter productive to ignore a guest complaint. The front office should have a
contingency
plan in place and be empowered to deal with situations.
front office’s responsibility is to serve the guest well and this is evident in the way they handle
problems.
Front office staff members must always be better equipped to handle frequent complaints
courteously
and effectively, if they are aware the problem may not be immediately corrected, guest should be
offered with another solution. Keeping track of complaints by front office provides the
department with
useful information concerning levels of guest satisfaction.
Types of Guest Complaints : Guest complaints can be separated into 4 categories of problems:
1. Mechanical
2. Attitudinal
3. Service-related
4. Unusual
1. Mechanical complaints: Most guest complaints related to hotel equipments malfunctions.
It is
usually concerned problems with air conditioning, lightening, electricity, room furnishing,
vending
machines, ice machines, door keys, plumbing, television and so on. Effective use of a front office
log
book and maintenance work orders may help to reduce the frequency of mechanical complaints.
2. Attitudinal complaints: Hotel does come across instances when guest complaints about
impolite,
unprofessional and indifferent behaviour of staff members of the hotel. The moment an
employee
disagrees with the guest, his conflict with the guest begins which leads to guest complaints.
Guest may
express attitudinal complaint when they feel insulted by rude or tactless hotel staff members or
sometimes guest overhear staff conversations or who receive complaints from hotel staff
members.
Managers and supervisors should listen and attend to the complaints and problems of the guest.
This
can be especially critical to maintain good guest relations.
3. Service-related complaints: The guest may experience a problem with hotel services and
may get dissatisfied. It can be of wide ranging and about such things as long waiting time for
service,
lack of assistance with luggage, untidy room, missed wake up call, cold or ill prepared food or
ignored
request for additional supplies. The front office generally receives more service related
complaints when
the hotel is operating at or near full occupancy.
4. Unusual complaints: Guest sometime expects the Front office staff to resolve or at least listen
such kind of complaints which are unusual and hotel cannot do anything about them. Sometime
guests
demand something that simply is unwarranted or impossible to deliver such as they may
complain about
the absence of a swimming pool, lack of public transportation, bad weather and so on.
Hotels generally have little or no control over the circumstances surrounding unusual
complaints. Front
office
Handle hotel guest complaints

1. Care to listen
Your response to unhappy guests, especially to the guests within your hotel premises will be
marked by
many other spectators. It is a must job for you to always react friendly and treat your guests well.
Understand what they want, maybe a mere apology.
The primary thing the guests expect from you is to be polite and have kind manners. As
discussed
earlier, dealing with happy and satisfied clients is easy, but when it comes to an angry hotel
guest; then
all you need to do is listen calmly.
Train and encourage your hotel staff to keep their calm when guests raise a complaint. Let your
guest
explain the situation first and once he/she is done with their part, review the entire fact and try to
fix it
at the very moment.
2. Avoid arguments
Wondering how to handle hotel guest complaints? Do nothing but keep your calm and avoid
arguments!
However, knowing the entire matter is important before getting on to any decision. In certain
cases,
complaints may take a longer time to resolve. The only thing you can do in such cases is, avoid
arguments though it takes longer.
Arguing can result in nothing but the worst situations if anyhow practiced. All you can do is, talk
to them
politely and ask them to share what exactly he/she feels.
Keep in mind, guests are always on the edge of finding your faults. Avoiding arguments can
surely keep
you safe from being trapped in a deadlock. Also, believe me, treating guests with mere politeness
works
like wonders!
3. Apologize
The hotel industry comes across guest issues and complaints way more frequently. For any sort
of
complaint, the primary thing you must follow is to make an apology in front of the
guest.Departing your
guests with a delighting smile on their faces is all you work for. Even your customers feel
appreciated
when they’re taken care of, instead of the management just treating them with no special
attention or
treatments.
4. Comfort with best offerings
At times the situations go worse and all you’re left with is nothing. If there’s no way to fix the
guest’s
complaint, then comforting them with the best offerings is all you can do. Go through your hotel
policies
and see what best you can offer to the unhappy guests. You can serve them with a discount on
the total
bill, offer great value deals on their next stay or add one FREE night stay at the hotel with the
current
stay depending on your hotel policy.Consider talking to them and knowing their expectations
from you.
You don’t need to fulfill the same if not possible, but just taking an opinion can make a
difference.
5. Avoid taking things personally
It often happens that the hotel staff takes all the complaints and the problems on oneself. Here,
the
management at the hotel must surely train the staff members not to take the complaints and guest
queries personally. The customer only starts yelling or complaining when the services rendered
are not
up to the mark. Besides focusing on whether to take the problems seriously or not, ask your staff
to fix
the query or the complaint and update the management on the same ASAP.Every query arising at
the
hotel, be in regards to the staff, the services or the amenities; is completely associated with the
hotel
only and not the staff personally.
6. Come up with a conclusion
Once you’ve heard the guests’ complaint, ask them which solution fits the best in any case. After
you’ve
asked them for their choice of a solution, go and check with your hotel’s management if it is
appropriate
and whether it fits the hotel policies.Also, don’t forget to keep the guest updated about the same
and
make sure they don’t feel ignored or unattended. There can be many solutions to one problem, all
you need to do is pick up the best one and resolve the same for your guest.
7. Follow up
As per the previous discussion, once done checking with the hotel’s management; inform the
guest
about the ultimate solution you can offer. Do keep in mind that your purpose doesn’t change
here.Don’t
let your customers think that you’re ordering them. Instead communicate in a manner where they
feel
that their suggestions are equally important to you. In the end, just make sure you roll over a bad
situation to a good and profitable one.
Ensuring guest satisfaction :
Guest complaints are inevitable. In hotel providing services or facilities to guests no matter how
great
your goods or services are the old adage will eventually be proven true: You cannot please 100%
of the
people 100% of the time. The key to running a successful hotel is providing flawless guest
services to
guest and if guest still complains about services, tackle complaint.
A big part of handling complaint is addressing guest complaints and ensuring that these
complaints are
resolved to the guest’s satisfaction. Successful resolution will have a positive effect on the guest,
who
will be more conducive to returning to the hotel in the future, as the way the complaint is
handled and
resolved makes the guest feel special and shows him that the hotel is genuinely interested in
keeping its
guests happy and satisfied.
Hotels should never forget that the best way to advertise their service is through a satisfied guest.
If a
guest is dissatisfied, he will give negative feedback and bad reviews about the hotel and its
services. This
will have far-reaching consequences, as many guests now use online sites to provide feedback
about
hotels. Other potential guests read this and use it to base their decisions on whether to use the
hotel or
not. On the other hand, if a guest leaves the hotel satisfied, not only will he give positive
feedback, he
will return with friends and family the next time he is in city and pave the way to repeat business
for the
hotel.
FRONT OFFICE OPERATIONS: FRONT OFFICE DOCUMENTS & PROPERTY
MANAGEMENT SYSTEM

ASSIGNMENT

Spring Semester-2020

Course Code: 1103

Course Title: Front Office Management

Submitted to- Rezoana Alam, Lecturer (ITHM)

Submitted by- Shihabur Rahman Niyom

Student ID: 201039054

APRIL 25, 2020

PRIMEASIA UNIVERSITY
DEPARTMENT OF INTERNATIONAL TOURISM & HOSPITALITY MANAGEMENT
Front Office Operations: Front office Documents & Property management system

All the functions activities and areas of the front office are geared toward supporting guest
transaction and services. Critical to the success of the department and the hotel are appropriately
designed and used front office work areas, equipment, forms and resorts. Also paramount is the
accurate planning and monitoring of front office transactions. To many guests, the front office is
the hotel. It is the main contact point for nearly every guest service the hotel provides. This
chapter will examine front office operations in terms of the various stages of the guests stay,
referred to as the guest cycle.

Front Office Documents: The front office relies on various documents to monitor the guests stay.
This section discusses front office documents employed in the four stages of the traditional guest
circle. All the functions activities and areas of the front office are geared toward supporting guest
transaction and services. Critical to the success of the department and the hotel are appropriately
designed and used front office work areas, equipment, forms and resorts. Also paramount is the
accurate planning and monitoring of front office transactions. To many guests, the front office is
the hotel. It is the main contact point for nearly every guest service the hotel provides. This
chapter will examine front office operations in terms of the various stages of the guests stay,
referred to as the guest cycle.

Pre-Arrival Documents: Since reservations initiate the guest cycle, capturing and maintaining
reservations data is critical to effective front office operations. Regardless of the point of entry
in house or the hotels web site or reservation office. Reservations are formulated in to an
electronic reservations file. The guest may be sent a system generated letter of communication to
verify that a reservations have been made an that its specifications are accurate. The
confirmation process permits errors to be corrected before the guest arrives and verifies the
guests correct mailing address for future correspondence. Registration record may also provide
printed statements relating to the availability of safe storage to the guest valuables
and guest responsibility for payment of all charges. including length of stay and method of
settlement. Registration record may also provide printed statements relating to the availability of
safe storage to the guest valuables and guest responsibility for payment of all charges.
Additionally registration record indicate the room rate allowing the guest to confirm it. This
reduces questions about the price of the room at check-out. Credit must be established verified or
authorized during check in as well most credit card or debit card companies require an actual
swipe of the card in an electronic recording device or important on a credit or debit card voucher
to a establish credit. A front desk agent will usually request credit approval against the guests
credit card for a pre established amount. Should the balance go over that amount during the stay
additional requests are made to the credit card company.

Arrival Documents: The front office may use a paper based or system generated registration to
check in guest. Registration record indicate guests personal data, including length of stay and
method of settlement. Registration record may also provide printed statements relating to the
availability of safe storage to the guest valuables and guest responsibility for payment of all
charges. including length of stay and method of settlement. Registration record may also provide
printed statements relating to the availability of safe storage to the guest valuables and guest
responsibility for payment of all charges. Additionally registration record indicate the room rate
allowing the guest to confirm it. This reduces questions about the price of the room at check-out.
Credit must be established verified or authorized during check in as well most credit card or
debit card companies require an actual swipe of the card in an electronic recording device or
important on a credit or debit card voucher to a establish credit. A front desk agent will usually
request credit approval against the guests credit card for a pre established amount. Should the
balance go over that amount during the stay additional requests are made to the credit card
company. This is an example of flow of electronic records. When printed a minimum of two
folio copies is normally generated. Reservations are formulated in to an electronic reservations
file. The guest may be sent a system generated letter of communication to verify that a
reservations have been made an that its specifications are accurate. The confirmation process
permits errors to be corrected before the guest arrives and verifies the guests correct mailing
address for future correspondence. The front office uses one copy of the guest folio as a record of
the guest stay and gives the second copy of the guests during check out as account
documentation. Additional folio copies may be used to for such purposes as assistance of direct
billing after departure and to help reconcile departmental sales reports. A voucher is a support
document detailing the facts of a transaction. A voucher does not replace the source documents
created at the point of purchase. Common type of voucher include charge vouchers, transfer
vouchers, and paid out vouchers. During a system
audit routine voucher helps ensure that all transactions requiring account posting have been
processed correctly.
Occupancy Documents: Once the guests is registered the front office system creates an electronic
guest folio to capture guest charges and credits. While folio information is comparable across
front office recordkeeping systems, folio formats tend to vary. In nearly all electronic system
information from the guest registration record is used to create the folio. This is an example of
flow of electronic records. When printed a minimum of two folio copies is normally generated.
Reservations are formulated in to an electronic reservations file. The guest may be sent a system
generated letter of communication to verify that a reservations have been made an that its
specifications are accurate. The confirmation process permits errors to be corrected before the
guest arrives and verifies the guests correct mailing address for future correspondence. The front
office uses one copy of the guest folio as a record of the guest stay and gives the second copy of
the guests during check out as account documentation. Additional folio copies may be used to for
such purposes as assistance of direct billing after departure and to help reconcile departmental
sales reports. A voucher is a support document detailing the facts of a transaction. A voucher
does not replace the source documents created at the point of purchase. Common type of voucher
include charge vouchers, transfer vouchers, and paid out vouchers. During a system audit routine
voucher helps ensure that all transactions requiring account posting have been processed
correctly. Guest folios are kept current throughout occupancy to ensure to accurate account
balance for settlement at departure. In addition to the guest folio, other documents to be required
for account settlement. A credit card voucher for example may be necessary if the guest elects to
pay by credit card. In some hotels a cash voucher is used to document a cash settlement. A
transfer voucher may necessary if the account In the front office To non guest revivable account
in the back office. All the functions activities and areas of the front office are geared toward
supporting guest transaction and services. Critical to the success of the department and the hotel
are appropriately designed and used front office work areas, equipment, forms and resorts. Also
paramount is the accurate planning and monitoring of front office transactions. To many guests,
the front office is the hotel. It is the main contact point for nearly every guest service the hotel
provides. This chapter will examine front office operations in terms of the various stages of the
guests stay, referred to as the guest cycle. During the departure stage the property management
system may create a guest history file. As stated earlier a guest history file stores information
helpful to marketing and sales efforts and can be helpful and registering and serving the guest
during a return visit. A credit card voucher for example may be necessary if the guest elects to
pay by credit card. In some hotels a cash voucher is used to document a
cash settlement. A transfer voucher may necessary if the account In the front office To non guest
revivable account in the back office. All the functions activities and areas of the front office are
geared toward supporting guest transaction and services.

Departure Documents: Guest folios are kept current throughout occupancy to ensure to accurate
account balance for settlement at departure. In addition to the guest folio, other documents to be
required for account settlement. A credit card voucher for example may be necessary if the guest
elects to pay by credit card. In some hotels a cash voucher is used to document a cash settlement.
A transfer voucher may necessary if the account In the front office To non guest revivable
account in the back office. All the functions activities and areas of the front office are geared
toward supporting guest transaction and services. Critical to the success of the department and
the hotel are appropriately designed and used front office work areas, equipment, forms and
resorts. Also paramount is the accurate planning and monitoring of front office transactions. To
many guests, the front office is the hotel. It is the main contact point for nearly every guest
service the hotel provides. This chapter will examine front office operations in terms of the
various stages of the guests stay, referred to as the guest cycle. During the departure stage the
property management system may create a guest history file. As stated earlier a guest history file
stores information helpful to marketing and sales efforts and can be helpful and registering and
serving the guest during a return visit. A credit card voucher for example may be necessary if the
guest elects to pay by credit card. In some hotels a cash voucher is used to document a cash
settlement. A transfer voucher may necessary if the account In the front office To non guest
revivable account in the back office. All the functions activities and areas of the front office are
geared toward supporting guest transaction and services. Critical to the success of the department
and the hotel are appropriately designed and used front office work areas, equipment, forms and
resorts. Also paramount is the accurate planning and monitoring of front office transactions. To
many guests, the front office is the hotel. It is the main contact point for nearly every guest
service the hotel provides.

Property Management Systems: Many front office property management systems are available,
and they do not operate identically. However some generalizations about property management
systems may illustrate the nature of front office applications. A property management systems
consists of sets of automated software package that can
support a variety of activities in front and back office areas. Four common back office software
packages are designed to help front office employees function related to:

• Reservations management • Rooms management • Guest account management • General

management.