Summary Slide

The Arrival Chronology

DiagramArrival Chronology
Group Arrivals
Departures
Front Desk Operations
Front Office Communications
Front Office Staffing
Front Office Manager Responsibilities
AM Checklist
Internet Exercise
Figure 6-1

The Arrival Chronology

75% of a guests satisfaction is
determined during the registration
process.
The arrival chronology includes the
following stages:

Greeting
Transition
Registration
Completion
Figure 6-2

Transient Guest

Arrival Chronology

Remote
Check-in Desk

Valet
Doorperson

Group Arrival

Bellstaff
Front Desk

Concierge

Guest Room
PBX
Figure 6-3

Dotted lines indicate possible outcomes. Red = transient, blue = group.

Group Arrivals
Different procedures take place when large
numbers arrive at one time. They include:
Remote Check-in
Pre-key/key pack
Group billing must be prearranged. Options
are:
Sign All Charges (SAC)
Sign Room and Tax (SRT)
Each Pays Own (EPO)
Figure 6-4

Departures
The three methods of checking out of a
hotel:
At the front desk
Guest directed computer system
Automated

What are some similarities and differences

between these three methods?

Figure 6-5

Front Desk Operations

The primary function of front desk
operations is checking guests into
and out of the hotel.
This entails:
Processing individual reservations
Maintaining room preferences
Obtaining method of payment

Why is accurate blocking of rooms so

important?
Figure 6-6

Front Office
Communications
Because of the importance of
communications within the front office,
different methods are used to ensure
all areas have accurate information:
Group Rsum
Pass On Log
Informal break room discussions and
posted information

Figure 6-7

Front Office Staffing

Staffing within the front office is
divided into three shifts:

AM
PM
Night Audit
A Swing shift may be added as needed

Shift levels are based on occupancy

and labor forecasts.
Figure 6-8

Front Office Manager Responsibilities

Emergency Procedures
Senior Management Notification
Emergency Phone Numbers, Pagers, Cell
Phones
Reserve Power and Water Supplies
Police, Fire Ambulance
Guest and Employee Relations
Guest Losses
Guest Accidents and Illness
Employee Accidents and Illness
Employee Absences, Sick Leave, Leave of
Absence, Bereavement
Guest Complaint Management
Lost and Found Procedures
Guest Loss/Theft Reporting
Liability and Insurance Management
Credit Polices
Check-Cashing Procedure
Paid Outs, Petty Cash, Credit Card Cash
Advance
Delinquent Guest Account Management
Security
Fraud
Theft

Trespassing
Employee Conduct
Scheduling and Staffing
Hotel Document Management
Scheduling
Hiring and Termination Procedures
Employees Attendance Requirements
Dress Code
Training
Employee Training
Ongoing Management Training
Disciplinary Guidelines
Employee Disciplinary Procedures
Mentoring and Coaching Processes
Communication Management
Pass On Log
Forecasts
Group Rsum
Arrivals
Departures
Out of Order
Guest Preferences

Figure 6-9

ABC Hotel and Towers-AM Front Office Checklist

Date:
Front Office Manager On Duty:
Arrivals:
Departures:

Projected Occupancy:

7:00AM
Meet with night audit to review pass on log and outstanding issues
Determine current occupancy. Verify and cross-reference with forecast
Print and file Contingency Report *
Run room preference report
Run credit card authorization report and cash balance report
Verify V/R room status
8:00AM
Review occupancy strategy
Verify all incoming reservations
Verify with reservations any same day changes, cancels
Review room status
Review groups to arrive with staff
Determine walk-in rate
9:00AM
Run and re-file contingency report
Review all arriving VIP's, reserve rooms accordingly
Meet with front desk manager, bellcaptain, PBX supervisor, conceirge manager
to discuss day ahead
10:00AM
Review occupancy
Run duplicate reservation report. Verify absence of double-bookings, spelling similarities
11:00AM
Review room status
Print arrivals report
1:00PM
Review occupancy
Run and re-file contingency report
Restock desk supplies
2:00PM
Begin employee shift changes

3:00PM
Review pass on log with PM shift manager
Review overtime agent status
Complete remaining paperwork and end shift
Re-evaluate walk-in rate as needed

*
Note, the contingency report is run several times throughout the day by front
desk managers. A contingency report lists every guest in-house, guests due to
arrive/depart, room statuses and rate information. Because most hotels are
reliant on the compute

Figure 6-10

Industry Awareness
Internet Exercise
The Internet allows for near real-time
reporting of news and trends in this industry.
Mergers, acquisitions, prominent staff
appointments, and other important news is
disseminated on-line much faster than print.
Using the sites that follow, compare the latest
print publications with their on-line versions.
How do the news stories differ? Could
potential investors be interested in these
stories earlier? How are hotel guests possibly
affected?
Figure 6-11

Trade Journals/On-Line
Resources
Cornell Hotel & Restaurant Administration Quarterly
http://www.hotelschool.cornell.edu/publications/hraq
Hospitality Net
http://www.hospitalitynet.org
Hospitality News
http://www.hotel-online.com/Neo/News
Hotels
Lodging Hospitality
http://ww.hotelsmag.com
http://www.lhonline.com
Hotel and Motel Management
Lodging News
http://www.innvest.com/hmm
http://www.lodgingnews.com/
Hotel News Resource
http://www.hotelnewsresource.com/headlines.htm
Hotel Online
http://www.hotel-online.com/Neo
International Hotel & Restaurant Association
http://www.ih-ra.com

Figure 6-12