Professional Front Office Management

by Woods, Robert; Ninemeier, Jack D.; Hayes, David K.; Austin, Michele A.

• ISBN13: 9780131700697
• ISBN10: 0131700693
• Edition: 1st
• Format: Paperback
• Copyright: 2006-02-20
• Publisher: Pearson

Summary

Witten with the context that the Front Office Department's primary function is to "connect" the property and its employees with the guests. This book details policies and procedures that address the department's critical role of serving guests, coordinating employee communcation and utilizing technology to benefit guests, staff and owners. An emphasis on providing guest service; Facilitating the work of employees in other departments as they provide service; Using technology to meet the needs of guests and hotel employee peers; The Context of Front Office Operations; Technology Helps Front Office Operations; Front Office and the Guest Cycle; Special Front Office Concerns. Hotel operation managers and administrators.

Author Biography

Robert H. Woods, Ph.D., is a Professor in the Hotel Management Department, Harrah Hotel College, University of Nevada, Las Vegas Jack D. Ninemeier, Ph.D., is a Professor in The School of Hospitality Business, Michigan State University David K. Hayes, Ph.D., is Managing Owner of the Clarion Hotel and Conference Center, Lansing, Michigan

Table of Contents

Authors' Remarks	p. xv
Foreword	p. xvii
Preface	p. xxi
Context of Front Office Operations
Overview of the Lodging Industry	p. 1
Chapter Outline	p. 1
Chapter Preview	p. 2
The FOM in Action: The Challenge	p. 3
Lodging As Part of the Travel and Tourism/Hospitality Industry	p. 3
Travel and Tourism: The Big Picture	p. 3
Hospitality Industry	p. 5
Accommodations (Lodging) Segment	p. 5
Foodservices Segment	p. 8
Other Hospitality Operations Segment	p. 10
Classification of Hotels	p. 11
Methods of Classification	p. 11
Classification by Features and Guest Focus	p. 13
Full-Service Hotels	p. 13
Limited-Service Hotels	p. 17
Extended-Stay Hotels	p. 21
Convention Hotels and Conference Centers	p. 22
Resorts and Time-Shares	p. 24
Organization of Hotels	p. 26
Small, Limited-Service Hotel	p. 26
Large, Full-Service Hotel	p. 27
Mega Hotel	p. 29
Hotel Ownership and Management Alternatives	p. 34
Lodging Industry Challenges	p. 37
Broad-Based Challenges (All Segments)	p. 37
Operating Issues	p. 37
Marketing Issues	p. 39
Technological Issues	p. 40
Economic Issues	p. 40
Segment-Specific Challenges	p. 41
Full-Service Hotels	p. 42
Limited-Service Hotels	p. 43
Extended-Stay Hotels	p. 44
Convention Hotels and Conference Centers	p. 45
Resorts and Time-Shares	p. 46
The FOM in Action: A Solution	p. 49
Front Office Semantics List	p. 50
Front Office and the Internet	p. 51
Real-World Activities	p. 51
Front Office and the Guests: Planning for Quality Service	p. 52
Chapter Outline	p. 52
Chapter Preview	p. 53
The FOM in Action: The Challenge	p. 54
Lodging as a Guest Service Business	p. 54
Developing a Quality Culture	p. 58
What Is Quality?	p. 58
Role of Hotel Senior Managers in Quality	p. 61
How Managers Plan for Quality	p. 63
Model for Quality	p. 65
Planning Guest Service Processes	p. 67
Recognizing Basic Concerns	p. 68
Determining Guests' Service Expectations	p. 71
Establishing Quality Processes that Yield Exemplary Guest SService	p. 72
Designing Work Processes	p. 73
Process Revision Is Ongoing	p. 74
Evaluating Work Processes	p. 75
Managing Work Processes	p. 76
Enhancing Moments of Truth	p. 76
Delivering Guest Service Through Employees	p. 78
Empower Staff with Service Authority	p. 80
Ensure that Guest-Friendly Processes Are Used	p. 82
Emphasize Continuous Quality Improvement	p. 82
The FOM in Action: A Solution	p. 85
Front Office Semantics List	p. 86
Front Office and the Internet	p. 86
Real-World Activities	p. 87
Overview of the Front Office Department	p. 88
Chapter Outline	p. 88
Chapter Preview	p. 89
The FOM in Action: The Challenge	p. 90
Front Office Functions and Responsibilities	p. 90
Primary Function: Coordinate Guest Services	p. 91
Specific Activities: Deliver Guest Services	p. 93
Front Office Responsibilities	p. 94
Front Office Organization	p. 96
Small Hotel (75 Rooms)	p. 98
Large Hotel (350 Rooms)	p. 99
Mega Hotel (3,000 Rooms)	p. 99
Front Office Positions	p. 102
Management Positions	p. 103
Nonmanagement Positions	p. 109
Human Resources Management (Entry-Level Personnel)	p. 116
Recruitment and Selection	p. 117
Orientation and Training	p. 120
Motivation and Leadership	p. 124
Staffing and Scheduling	p. 128
The FOM in Action: A Solution	p. 135
Front Office Semantics List	p. 135
Front Office and the Internet	p. 136
Real-World Activities	p. 136
How Technology Helps Front Office Operations
Front Office Property Management System	p. 138
Chapter Outline	p. 138
Chapter Preview	p. 139
The FOM in Action: The Challenge	p. 140
Four Rs of Front Office Information Management	p. 140
Reservations Management	p. 142
Rooms Management	p. 144
Revenue Management	p. 144
Records and Accounts Management	p. 145
Pms Report Development, Distribution, and Analysis	p. 146
Selection of Most Useful Reports	p. 147
Distribution of Reports	p. 149
Report Analysis	p. 150
Understanding Past Performance	p. 153
Forecasting Future Performance	p. 154
Reservations Management Data	p. 156
Guest Information	p. 157
Guest Request Information	p. 159
Rooms Management Data	p. 161
Room Type	p. 162
Room Status	p. 165
Revenue Management Data	p. 166
Forecasting Demand	p. 168
Pricing Inventory	p. 169
Records and Accounts Management	p. 170
Records Management	p. 170
Accounts Management	p. 171
Selecting a Pms	p. 174
The FOM in Action: A Solution	p. 179
Front Office Semantics List	p. 180
The Front Office and the Internet	p. 180
Real-World Activities	p. 180
Managing Forecast Data	p. 182
Chapter Outline	p. 182
Chapter Preview	p. 183
The FOM in Action: The Challenge	p. 184
The FOM As Forecaster	p. 184
Tracking Room Demand	p. 188
Computation of Occupancy Forecast	p. 189
No-shows	p. 190
Early Departures	p. 191
Overstays	p. 192
Use of Current and Future Data	p. 192
Using Predictive Data Sources	p. 197
Transient Guests	p. 198
Internal Data	p. 199
External Data	p. 200
Group Guests	p. 205
Group History	p. 206
Group Cutoffs	p. 207
Managing Occupancy Forecast Reports	p. 210
Pickup Reports	p. 211
Ten-Day Forecasts	p. 213
Thirty-Day Forecasts	p. 215
Extended Forecasts	p. 218
Other Forecasting Issues	p. 221
Impact on Pricing	p. 222
Evaluation of Effectiveness	p. 223
The FOM in Action: A Solution	p. 226
Front Office Semantics List	p. 227
Front Office and the Internet	p. 227
Real-World Activities	p. 228
Revenue Management	p. 229
Chapter Outline	p. 229
Chapter Preview	p. 230
The FOM in Action: The Challenge	p. 231
Role of The Revenue Manager	p. 231
Revenue Management	p. 235
Room Rate Management	p. 237
Room Rate Economics	p. 240
Rate Types	p. 242
Rate Determination	p. 245
Traditional Pricing Strategies	p. 246
Web-Influenced Pricing Strategies	p. 250
Revenue Management Tools	p. 254
Room Types	p. 255
Market Codes	p. 256
Track Codes	p. 259
Revenue Management Essentials	p. 262
Managing Occupancy	p. 263
Managing ADR	p. 266
Evaluating Effectiveness	p. 268
Occupancy Index	p. 268
ADR Index	p. 269
RevPar Index	p. 270
GoPar	p. 272
Yield Management	p. 274
Philosophy	p. 274
Implementation	p. 276
Techniques	p. 277
The FOM in Action: A Solution	p. 279
Front Office Semantics List	p. 281
Front Office and the Internet	p. 282
Real-World Activities	p. 282
Distribution Channel Management	p. 284
Chapter Outline	p. 284
Chapter Preview	p. 285
The FOM in Action: The Challenge	p. 286
Overview of Distribution Channels	p. 286
Brief History of Distribution Channels	p. 288
Use of Intermediaries	p. 292
Current Distribution Channels	p. 296
Management of Distribution Channels	p. 297
Walk-In Guests	p. 299
Telephone	p. 300
Fax	p. 301
E-Mail and Traditional Mail	p. 301
Group-Sales Department	p. 302
Global Distribution System	p. 303
Central Reservation System	p. 305
Internet	p. 306
Property Web Site	p. 311
Chain Web Site	p. 312
Third-Party Web Sites	p. 313
Merchant Model	p. 313
Opaque Model	p. 315
An Evolving Channel	p. 316
Challenges of Distribution Channel Management	p. 317
Inventory Ownership	p. 318
Control of Web Site Access	p. 320
Guest- and Sales-Related Issues	p. 321
Rate Consciousness	p. 321
Group-Block Management	p. 322
Occupancy Tax Liability	p. 324
The FOM in Action: A Solution	p. 327
Front Office Semantics List	p. 327
Front Office and The Internet	p. 328
Real-World Activities	p. 328
Management of Data-Generating Front Office Subsystems	p. 329
Chapter Outline	p. 329
Chapter Preview	p. 330
The FOM in Action: The Challenge	p. 331
Overview of Front Office Data Subsystems	p. 331
Revenue-Generating Subsystems	p. 335
Non-Revenue-Generating Subsystems	p. 336
Diagnosis of Subsystem Malfunctions	p. 338
Management of Interfaced Subsystems	p. 339
Telephones	p. 339
Auto-Attendant	p. 341
Voice Mail	p. 342
Message on Hold	p. 342
Automated Wake-Up	p. 343
Call Accounting	p. 343
Recodable Locks	p. 347
Pay-per-View Services	p. 349
In-Room Vending	p. 349
Point-of-Sale (POS) Systems	p. 351
Property-Specific Interfaces	p. 352
Credit, T&E, and Debit Card Payments	p. 352
Management of Noninterfaced Subsystems	p. 355
Telephones	p. 356
Messages	p. 357
Wake-Up Calls	p. 357
Internet Access	p. 359
Pay-per-View Services	p. 359
In-Room Vending	p. 360
Point-of-Sale (POS) Systems	p. 361
Guest Laundry	p. 361
Credit, T&E, and Debit Card Payments	p. 363
Back-Office Accounting	p. 364
The FOM in Action: A Solution	p. 367
Front Office Semantics List	p. 367
Front Office and the Internet	p. 368
Real-World Activities	p. 368
Front Office and the Guest Cycle
Reservation, Reception, and Room Assignment Management	p. 369
Chapter Outline	p. 369
Chapter Preview	p. 370
The FOM in Action: The Challenge	p. 371
Managing Guest Reservations	p. 371
Individual Reservations	p. 372
Prepaid Reservations	p. 373
Guaranteed Reservations	p. 374
Nonguaranteed Reservations	p. 375
Walk-In Guests	p. 375
Group Reservations	p. 376
Group Folios	p. 378
Room Block Management	p. 379
Individual Call-In Reservations	p. 379
Rooming List Reservations	p. 380
Group-Submitted Rooming List	p. 380
CVB-Submitted Rooming List	p. 381
Reservation Cancellations	p. 382
Managing Guest Reception	p. 384
Arrival List	p. 385
Upselling	p. 389
Registration	p. 389
Information Accuracy	p. 389
Departure Date Confirmation	p. 389
Rate Agreement	p. 390
Guest-Initiated Difficulties	p. 390
Property-Initiated Difficulties	p. 390
Methods of Payment	p. 392
Payment Card	p. 392
Direct Bill	p. 393
Cash	p. 393
Prepaid Deposit	p. 397
Complimentary	p. 397
Managing Room Assignments	p. 398
Room Selection	p. 398
Issuance of Room Keys	p. 400
Timing Concerns	p. 400
Security-Related Concerns	p. 401
Walking Arriving Guests	p. 402
Recording No-Shows	p. 403
Reviewing Check-in Innovations and Challenges	p. 405
The FOM in Action: A Solution	p. 408
Front Office Semantics List	p. 409
Front Office and the Internet	p. 410
Real-World Activities	p. 410
Front Office and the Guests: Delivering Quality Service	p. 411
Chapter Outline	p. 411
Chapter Preview	p. 412
The FOM in Action: The Challenge	p. 413
Making First Impressions	p. 413
Being Professional	p. 418
Delivering Service During Guest Visits	p. 427
Telephone Skills	p. 428
In-Room Needs	p. 429
Requests for Information	p. 432
Emergencies	p. 432
Other Opportunities for Service	p. 434
Providing Personalized Attention: Uniformed Services	p. 438
Bell Services Attendants	p. 438
Concierge Staff	p. 441
Managing Guest Complaints	p. 444
Service Problems Do Occur	p. 445
Service Recovery Model	p. 446
Evaluating Guest Service	p. 449
Guest Comment Cards	p. 449
Mystery Shoppers	p. 451
Franchisor Report Cards	p. 452
Another Tactic: Ask Employees and Guests	p. 453
The FOM in Action: A Solution	p. 459
Front Office Semantics List	p. 461
Front Office and the Internet	p. 461
Real-World Activities	p. 462
Guest Charges, Payment, and Check-Out	p. 463
Chapter Outline	p. 463
Chapter Preview	p. 464
The FOM in Action: The Challenge	p. 465
Accounting for Guest Charges	p. 465
Accounting Fundamentals	p. 467
Bookkeeping and Accounting	p. 468
Debits and Credits	p. 470
Posting Responsibilities	p. 474
Front-Office Accounting	p. 474
Posting to Guest Ledger	p. 476
Posting to City Ledger	p. 477
Adjusting Accounts	p. 478
Back-Office Accounting	p. 480
Transfers to Hotel Receivable Accounts	p. 480
Payment Cards	p. 480
Direct Bills	p. 483
Transfers to House Accounts	p. 483
Managing Guest Credit	p. 485
Establishing Credit Limits	p. 486
Monitoring Credit Limits	p. 488
Managing the Check-Out Process	p. 490
Check-Out Fundamentals	p. 491
Account Settlement Methods	p. 494
Cash and Check	p. 495
Payment Card	p. 497
Direct Bill	p. 497
Combined Settlement	p. 498
No-Show Billing	p. 499
Check-Out Challenges	p. 501
Late Check-Out Charges	p. 502
Express Check-Out	p. 503
Unpaid Accounts	p. 503
Other Check-Out Challenges	p. 505
Room Damage Assessments	p. 505
Group Allowances Strategies	p. 506
Adjustments for Complaints Made After Check-Out	p. 506
The FOM in Action: A Solution	p. 509
Front Office Semantics List	p. 510
Front Office and the Internet	p. 510
Real-World Activities	p. 511
Night Audit and Report Management	p. 512
Chapter Outline	p. 512
Chapter Preview	p. 513
The FOM in Action: The Challenge	p. 514
Overview of Night Audit Functions	p. 514
Accounting Review Functions	p. 516
Review of Guest Charges	p. 516
Review of Non-Guest Charges and Property Accounting	p. 517
Reporting and Data Management Functions	p. 518
Data Reports	p. 518
Data Management	p. 520
Position of Night Auditor	p. 520
Accounting for Guest Charges	p. 522
Folio Accounting	p. 522
Bucket Check	p. 525
No-Show Billings	p. 526
End-of-Day Balances	p. 527
Accounting for Other Revenues	p. 528
Ledger Management	p. 528
Guest Ledger	p. 529
City Ledger	p. 531
Credit Balance Management	p. 532
Credit Limit Reports	p. 532
Credit Limit Strategies	p. 534
End-of-Day Reconciliations	p. 535
Other Night Audit Tasks	p. 536
Data Reporting	p. 537
Purpose of Night Audit Reports	p. 538
Sources of Data	p. 539
Types of Reports	p. 539
Emergency Reports	p. 539
Revenue Generation Reports	p. 540
Reservation Activity Reports	p. 541
Exception Reports	p. 542
Management-Oriented Reports	p. 543
Report Distribution	p. 546
Data Management	p. 549
Types of Data	p. 550
Data Resetting	p. 550
Data Archiving	p. 550
The FOM in Action: A Solution	p. 553
Front Office Semantics List	p. 553
Front Office and the Internet	p. 553
Real-World Activities	p. 554
Special Concerns of the Front Office
Front Office Manager and the Law	p. 555
Chapter Outline	p. 555
Chapter Preview	p. 556
The FOM in Action: The Challenge	p. 557
Front Office Manager and the Law	p. 557
Overview of Legal Obligations	p. 558
Duties and Standards of Care	p. 560
Front Office Contracts for Guest Accommodations	p. 563
Contract Basics	p. 563
Accommodation of Guests	p. 568
Front Desk and Legal Concerns: Guest Safety	p. 570
Front Desk and Other Legal Concerns	p. 573
Guest Privacy	p. 573
Guest Removal	p. 576
Guest Property	p. 579
Guest Nonpayment	p. 585
Illness and Death in Guestrooms	p. 586
The FOM in Action: A Solution	p. 588
Front Office Semantics List	p. 590
Front Office and the Internet	p. 590
Real-World Activities	p. 590
Front Office: Hub of the Hotel	p. 592
Chapter Outline	p. 592
Chapter Preview	p. 593
The FOM in Action: The Challenge	p. 594
The Executive Committee	p. 594
Role of the Executive Committee	p. 594
Concerns of the Executive Committee	p. 594
How Front Office Information Assists All Departments	p. 598
Scheduling Staff	p. 598
Planning Work Volumes and Personnel Assignments	p. 599
Front Office Interactions with Guest Contact Departments	p. 601
General Manager	p. 601
Guestroom Reports	p. 601
Financial Concerns	p. 605
Service Recommendations	p. 606
Day-to-Day Operations	p. 606
Marketing and Sales Department	p. 606
Food and Beverage Department	p. 609
Front Office Interactions with Building Services Departments	p. 613
Accounting Department	p. 613
Housekeeping Department	p. 615
Morning Room Check	p. 615
Afternoon Room Check	p. 616
Other Coordinating Activities	p. 616
Security Department	p. 618
Security Precautions	p. 619
Security and Safety Incidents	p. 620
Guest Notification in Emergencies	p. 622
Fires	p. 626
Bomb Threats	p. 627
Power Outages	p. 628
Earthquakes	p. 629
Hurricanes and Tornadoes	p. 630
Terrorism	p. 632
Maintenance and Engineering Department	p. 633
Role of Front Office: Hub of the Hotel	p. 636
The FOM in Action: A Solution	p. 639
Front Office Semantics List	p. 640
Front Office and the Internet	p. 640
Real-World Activities	p. 641
Glossary	p. 642
Photo Credits	p. 663
Index	p. 665
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