Central Reservations System Overview

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Questions and Answers

What is the primary function of a Central Reservations System (CRS)?

Control and monitor rates and availability (correct)

Facilitate room maintenance requests

Manage hotel staff schedules

Conduct guest satisfaction surveys

Which information is not commonly stored in a Central Reservations System?

Reservation information

Room types

Employee payroll information (correct)

Hotel cancellation policies

How does a Property Management System (PMS) primarily assist hotels?

By providing customer loyalty programs

By managing online marketing efforts

By controlling onsite property activities (correct)

By conducting market trend analysis

Which of the following is not a function associated with the Property Management System?

Price adjustments based on demand Signup and view all the answers

What time do most hotels typically allow guests to check-in?

2 p.m. Signup and view all the answers

Which statement best describes the relationship between a PMS and a CRS?

PMS is for onsite management, while CRS supports multi-channel distribution. Signup and view all the answers

What is another name for the Property Management System?

Hotel Operating System Signup and view all the answers

What is a significant benefit of using a Central Reservations System in hotels?

It allows for easy price adjustments across multiple channels. Signup and view all the answers

What should the staff do when issuing a room key to a guest?

Provide details about hotel amenities and operation hours. Signup and view all the answers

What is the primary purpose of the pre-registration process for group guests?

To speed up the check-in process and minimize lobby wait times. Signup and view all the answers

What should be checked regarding a guest's arrival before their check-in?

If there are any mail, messages, or articles waiting for them. Signup and view all the answers

How should staff handle the baggage of guests upon arrival?

Ask if the guest needs assistance from a baggage attendant. Signup and view all the answers

When preparing for the arrival of group guests, what is typically done by the receptionists?

Confirming room numbers and preparing key cards in advance. Signup and view all the answers

What information should be provided to guests upon check-in?

Information regarding the hotel's breakfast arrangements and staff contact numbers. Signup and view all the answers

In group registration, what should be confirmed before the group's arrival?

The availability of room numbers and the maximum capacity of rooms. Signup and view all the answers

What is an aspect of guest registration that should not be overlooked?

Providing general information about the hotel’s services. Signup and view all the answers

What is the main purpose of a group check-in counter at hotels?

To streamline the check-in process for group guests. Signup and view all the answers

What is typically required from guests at check-in for verification purposes?

A passport or identity card. Signup and view all the answers

Why is it important for reception staff to check guest details at check-out?

To confirm guests have left the room keys. Signup and view all the answers

What common practice is typically followed during the check-in process?

Requesting a deposit or credit card imprint. Signup and view all the answers

What is considered the standard check-out time for most hotels?

12 p.m. Signup and view all the answers

During the check-out process, what should reception staff focus on?

Payment collection and customer assistance. Signup and view all the answers

What is a common term for guests who arrive at a hotel without a prior reservation?

Walk-ins. Signup and view all the answers

What is the primary benefit of using a tour assembly point for group check-ins?

To enhance guest comfort and manage traffic. Signup and view all the answers

What is the purpose of a guest folio?

To record all transactions for individual guests or rooms Signup and view all the answers

What is one of the primary objectives of the night audit process?

To assess the hotel's financial activities Signup and view all the answers

Which type of folio is used for recording accounts assigned to multiple guests?

Master folios Signup and view all the answers

Which activity does NOT fall under the responsibilities of a night auditor?

Preparing breakfast for the morning shift Signup and view all the answers

What does a debit entry on a guest folio do?

Increases the guest's balance Signup and view all the answers

What is involved in the process known as Night Audit?

Reviewing financial activities from the day Signup and view all the answers

Which financial activity is included in the night audit process?

Running the trial balance for the day Signup and view all the answers

Which of the following are types of postings on a folio?

Credit and Debit Signup and view all the answers

How does the night audit influence management decision-making?

By enabling immediate reactions to financial information Signup and view all the answers

Which folio type is assigned to hotel employees for purchase privileges?

Employee folios Signup and view all the answers

Which of the following is NOT a step involved in the night audit process?

Accruing bonus incentives for staff Signup and view all the answers

What vital information does the night audit report provide to management?

Details of daily cash flow into and out of the hotel Signup and view all the answers

What happens to the balance of a folio at the time of check-out?

It should return to zero Signup and view all the answers

What is a significant advantage of using modern PMS systems for Night Audit?

They make the auditing process easier and faster Signup and view all the answers

What is a critical task carried out by night auditors regarding guest accounts?

Verifying guest folios for accuracy Signup and view all the answers

Which action is part of the night auditor's responsibility in managing financial activities?

Starting financial activities for the next day Signup and view all the answers

Study Notes

Central Reservations System (CRS)

CRS is used for managing room allocation for single properties and hotel chains.
It controls and monitors rates and availability across distribution channels.
Allows reservations to be checked and booked with a simple search.
Enables revenue or front office managers to adjust prices for multiple distribution channels.
Functions as a mission control software for hotel distribution.

CRS Information

Room rates.
Room allotments.
Room availability.
Reservation information.
Room types.
Generic hotel information (address, phone number, fax number).
Geocode information.
Nearby IATA cities and airports.
Room and hotel features.
On-site or nearby restaurants, bars, attractions, and recreational activities.
Hotel cancellation, deposit, and minimum stay information.

Property Management System (PMS)

A local hotel administration system.
Used for: reservation, availability and occupancy management, check-in/out, images, guest profiles, report generation.
Controls on-site property activities.
Can be connected to other applications (POS, CRS).
Interfaces with external systems: room key systems, restaurant and banquet cash registers, minibar, telephone and call centers, revenue management.
Also known as Hotel Operating System (Hotel OS).

Guest Registration

Most hotels allow check-in at 2 pm or after.
Receptionists perform registration procedures efficiently and accurately.
Contributes to a positive first impression.
Personal checks or direct billings must be handled with extra care.

Guest Registration Procedures

Check and update guest information.
Check for any mail, messages or articles received before the guest’s arrival.
Select and assign a suitable room.
Issue room key and give further information.
Escort guests to their room.

Variations of Registration

Group guests' procedures differ from individual guests'.
Pre-registration can speed up the process and prevent waiting in the lobby.
Key cards for group guests are prepared in advance.
Group check-in counters may be available.
Tour assembly points can be used for large groups to control lobby traffic and improve guest comfort.

Walk-In Guests

Guests arriving without a reservation are known as walk-ins.
Hotels may require a substantial deposit or credit card imprint before checking in walk-in guests.

Guest Check-Out

The standard check-out time is typically 12 pm or before.
Check-out procedures are as important as check-in.
Focus on payment collection, customer assistance, and creating a positive parting impression.

Check-Out Procedures

Greet the guest.
Check guest details.
Collect payment.
Ask for feedback on the stay.

Folios And Types

Front office staff records transactions between the guest and the hotel on the folio.
Folio starts with zero initial balance and changes depending on transactions.
The folio balance must return to zero upon check-out.
Types of folios:
- Guest folios: assigned to individual persons or guest rooms.
- Master folios: assigned to multiple persons or guest rooms (usually group accounts).
- Non-guest or semi-permanent folios: assigned to non-guest businesses or agencies with charge purchase privileges.
- Employee folios: assigned to employees with charge purchase privileges.

Postings And Types

The process of recording entries on the folio is called posting.
Types of postings:
- Credit postings: reduce the guest's outstanding balance (payments, adjustments).
- Debit postings: increase the outstanding balance (restaurant, room service, health center, laundry, telephone, transportation charges).

Night Audit

The process of reviewing all financial activities that occurred during a day.
Conducted at the end of the day during the following night.
Can be done conventionally using papers, receipts, vouchers, coupons, and files.
Modern PMS systems make it easy, fast, and efficient.

Basic Activities During Night Audit

Posting accommodation and tax charges.
Accumulating guest service charges and payments.
Settling financial activities of various departments.
Settling account receivables.
Running the trial balance for the day.
Preparing the night audit report.

The Need for Night Audit

Evaluates the hotel's financial activities.
Reviews guest accounts, tracks credit limits, and tallies sales from different departments.
Reviews daily cash flow into and out of the hotel.
Night audit reports help management plan future goals and control expenses.

Responsibilities of A Night Auditor

Taking over from the last shift.
Checking in or checking out guests after 11:00 pm.
Registering guests.
Allocating accommodations to new guests.
Settling transactions in newly created guest accounts.
Verifying guest folios.
Verifying room status report.
Balancing paperwork with accounts in the PMS.
Remaining liable for premises security.
Handling guest accommodation keys.
Taking backup of PMS generated reports.
Preparing lists of expected arrivals for the next day.
Closing financial activities for a day.
Starting financial activities for the next day.
Receiving and recording bank deposits.

Front Office Management - Communication

The front office is the center of guest transactions in a hotel.
It acts as the center for collecting and distributing guest information.
This information helps other departments provide the best service throughout the guest cycle.

Front Office Management - Communication: 1.

Example 1: The front office staff alerts housekeeping about guest requests for specific amenities (extra pillows, towels, etc.) before the guest checks in. This ensures the room is prepared to the guest's liking, resulting in a more personalized and comfortable experience.
Example 2: The front office can inform the restaurant about upcoming group reservations, allowing the restaurant to prepare tables and allocate staff accordingly, ensuring efficient service for the entire group.
Example 3: When a guest complains about a noisy neighbor, the front office notifies security to investigate the situation and resolve the issue for the guest. This demonstrates an efficient response system for guest concerns.
Example 4: If a guest experiences a technical issue with their room's television or internet, the front office can immediately contact the hotel's IT department to resolve the problem, minimizing inconvenience for the guest.

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Description

Explore the fundamentals of Central Reservations Systems (CRS) and Property Management Systems (PMS) in the hotel industry. This quiz covers key aspects such as room allocation, rate management, and the functionalities essential for efficient hotel operations. Test your knowledge on how CRS and PMS contribute to maximizing hotel revenue and enhancing guest experiences.