Hotel Front Office Equipment

• MODULE 2 covers PMS software, racks, and reception equipment

PMS Software

• Consolidates operations like reservation, online booking, payment and reporting.

Room Rack

• Used to insert and serve registration records.

Key Rack

• Contains an array of numbered compartments.

Information Rack

• An index of in-house guests, including surname and room number.

Folio Trays

• A bucket system organized according to guest room number.

Account Posting Machine

• An electromechanical machine used to post, monitor, and balance charges.

Voucher Rack

• Used for storing vouchers for future reference.

Cash Register

• Records cash transactions and maintains cash balances.

Telephone Equipment

• Includes a call accounting system.

Credit Card Imprinter

• Presses credit cards.

Magnetic Strip Reader

• Reads data magnetically.

Time Stamp

• Provides a chronology of events.

Security Monitor

• Uses CCTV cameras.

Wake-Up Device

• Provides wakeup calls.

Multi-Zone Clock

• Displays different time zones.

Wi-Fi Tickets

• Provide internet access.

Reception Desk

• Presided over by the receptionist in a public place.

Filing Cabinet

• (American term) Used to store paper documents.

Safety Deposit Box

• Used to keep valuables and important items.

Reservation Form

• Primarily used by the reservation department over the phone.

Message Slip

• Filled out completely.

Pen

• A common writing instrument.

Cash Receipt

• For paid-out funds and expenses made by the hotel.

Guest Folio

• The master bill in the hotel, also known as a "Guest account card."

Log Book

• A systematic daily or hourly record.

Key Card

• A flat, rectangular plastic card.

• MODULE 3 covers manual and computerized reservation systems

Manual Reservation System

• A paper-based reservation method involving a reservation book or log book.
• Reservations can be made in person, over the phone, or via email.
• Confirmation involves written notes or phone calls.
• This method is time-consuming, less efficient, and limits capabilities.

Computerized Reservation System

• Involves software and technology for computerized reservations in real-time.
• Reduces overbooking or errors.
• Confirmation is sent via email notification or text messages.

Types of Bookings

• Accommodation Suppliers: Lodging options.
• Aircraft: Traveling to different destinations.
• Cruise Ships: Staterooms or cabins.
• Coaches and Buses: Transportation from one place to another.
• Limousine: Rental car services.
• Day/Extended Tour: Includes meals, accommodation, and entrance fees.
• Dining: Meal reservations.
• Entertainment: Theatres.

Ways In Reservation

• By Phone: The classic method.
• In-Person: Walk-ins, common in small businesses.
• Online: Few clicks needed.
• Third-Party Platforms: OpenTable.

Customers

• Business Customer: For sole purpose.
• Leisure Customer: For pleasure

Reservation

• Reservation Request: A potential customer.

Reservation Methods

• Directly from Customers: Via phone call, email, walk-in inquiry, or the business website's booking system.
• Through Third-Party Platform: OpenTable.

Anatomy of a Reservation

• A reservation is received by the establishment.

Necessary Details

• Name of guest
• Number of Pax (persons)
• Contact Number
• Preferred time and date
• Special Request

Confirmation of Reservation

• Repeating the details.

Availability of Request Booking

• Checking the availability of the target date.

Relevant Reservation Issues

• Refers to challenges.

Reservation Issues

• Arrival and department (departure) time accuracy.
• Payment: Requiring an advance deposit
• Mistakes During Booking: Including wrong dates.
• Cancelled Plans: Plans that are cancelled or require adjustment.
• Double Booking: Error A

Refunds and Exchange Policies

• Guideline explains your money
• Refunds: Getting money back, depending on how far in advance.
• Exchanges: Includes swapping.

Accept Payment for Reservation

• Collects money for booking.

Methods of Payment

• Cash: Full payment before.
• Credit Card: Imprint of a card.
• Cheque: Used for large amounts and transparent.
• Company Charge: Allows for a charge.
• Travel Agent Voucher: Issued with a voucher.

Enterprise Policy

• Governs employee behavior, actions, and decisions.
• Framework for maintaining consistency.

Code of Conduct

• Ethical guidelines.

Human Resources

• Recruitment practices.

Information Security

• Confidentiality measures.

Health and Safety

• Healthy environment.

Financial

• Financial management.

IT and Technology

• Technology resources.

Environmental

• Environmental sustainability.

Record Dates Reservation

• Arrival Date: This field is usually compulsory.
• Departure Date: Indicates the length stays.
• Phonetic Alphabet: Used over the radio.
• Rate Code: Negotiated when selling a room.
• Market Segments: Independent travelers.
• Date and Taken By: Required for internal use.

Department Request

• Reservation: Booking room or services.
• Front Desk: Check-in and check-out procedures.
• Housekeeping: Maintaining room cleanliness.
• Concierge: Recommendation and reservation services.

External Organization

• Tourist and Travel Agent: Professionals who assist with flights and hotels.
• Sailing Reservation: For private or group sailing.

"Central Point"

• Morning shift starts at 7 a.m.

Furniture

• Standard office chair, table, and coat rack or closet.

Hand Over

• Briefing session; transferring information to the next shift.

Reception Diary

• Essential for the front office to record information.

Reception Equipment and Technology

• Ensures smooth operation.

Fax Machine

• Technology

Printer and Computer

Register/Terminal/Eftpos Machine

• For processing payments

Key Card Machine

• To program electronic key cards.

Staff

• Arrival List: Essential for hotel planning.
• Concierge: Wide range of tasks.
• Porters: Welcome guests and carry luggage.
• Security: Required to accompany bell boys.

MODULE 5

• Preparing the reception area for guest arrival.

Reception Area

• First space.

Food and Beverages

• Special requests from room service.

Management

• Ensuring a pleasant experience.

Kitchen

• Knowing the number of guests.

Special Request

• Common occurrence in most accommodation.

Reception Staff

• In charge of guest re-welcoming

Payment

• Foreign Currency: Money not from the guest's country.
• Pre-payment: Pay in advance.
• Issuing Receipt: Standard practice to issue receipt.
• Guest Account: Important part of guest stay/guest cycle, generated either early in the morning or overnight by the night audit team.
• Express Checkout: No need to wait in reception.

Extras Account

• Charges.

Add

• Housekeeping office availability.

Module 5.5

• Between 11:00 PM and 7:30 AM: Compiling reports.

Night Auditor

• Uses standard industry formulas to prepare operational reports.

Front Office

• Responsible for accurate statistics.
• OverstayPercentage: Who remains in hotel, Overstay % = Overstays/Departures.
• Understay Percentage: Dividing total understays by total stayovers.
• No-show Percentage: Dividing total no-show by total reservations.
• Cancelation: Dev total cancelation to total of reservations.
• Walk-In: Dev total of walk-in to total of room committed.
• Early Arrival: Dev total of early arrival to total of room committed.

Front Desk

• At the night end of day accounting.

Types of Night Audit

• Accommodation Report: Overview of the days the lodging is booked.
• Revenue Report: Cancellation and no-shows.
• Counter Report: Cash and credit card receipts.
• Tax Report: Tax related.
• Cashier Report: Cashier transactions.
• Managers Report: List of occupancy.

Cross Referencing

• Comparing data.

Auditors

• Examine financial transactions.
• Every transaction has to have a traceable audit trail.

MODULE 6

• Auditing: Compliance of all requirements.

Hotel Night Audit

• Process of compiling and verifying.

Night Auditor

Reconcile

• Compare guest account to department and cashiers.

Internal Financial Systems and Control

• Cashier Float: Signed out at the beginning of cashiers.
• Docket Control Financial control system.

Types of Docket

• Triplicate Docket System: Conventional manual, medium sized and larges.
• Duplicate Docket System: Small and casual resto.
• Electronic Billing Docket: Bill is accurately and quickly prep

Internal Financial System and Control

• Debtor Control: Meeting company demands, stability.
• Variable Costs: Closely correlated with the number of the booking.

Policy for Payments and Deposits

• Advance Deposit: Advance payment.
• Guaranteeing by Credit Card: Using a credit card.
• Travel Agency Guarantee: Travel agency.
• Six P.M Hold: Specified until 6:00 pm.

Generate Reservation-Related Documentation

• Creating documents such as:
• Receipt: Proof of payment.
• Voucher: Certificate can exchange for goods.
• Confirmation Letter: Formal document by company.
• Information Packs and Brochure: To market to their customers.

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