1Preface
877.1 Role of front Office in Hotel Management
21 Introduction to Front Office : 1.1 Exercise
887.1.1 Importance of Security Department
32 History of Front Office
897.1.2 Organization of a Security Department
42.1 Reservations Department : 2.1.1 Reservation Clerk
907.1.3 In-House Security Departments versus Contracted Security Services
52.2 Mail and Information Department : 2.2.1 Tube Clerk
917.2 Front Office Security
62.3 Rooms department
927.2.1 Security Issues
72.3.1 Room Clerk
937.2.2 Safety Issues
82.3.2 Stacks of Racks
947.3 Types of Security
92.3.3 Reservation Rack
957.3.1 Physical Security
102.3.4 Room Rack
967.3.2 Security Aspects of Persons
112.3.5 Sales Rack
977.3.3 Security of a System
122.3.6 Letter and Key Rack
987.4 Front Office Security Functions
132.3.7 Information Rack
997.4.1 Door, Locks, Key Control, and Access Control
142.3.8 Room Racks with Electric Signaling Devices – Early Efforts
1007.4.2 Guest Room Security
152.4 Exercise
1017.4.3 Protection of Assets- Safe Deposit Lockers, Lost and Found
163 Front Office Operations and Terminology
1027.4.4 Staff Security Procedure
173.1 Front Office Operation
1037.4.5 Legal Implications – guest rights and Management Responsibility
183.1.1 Front House Operations
1047.5 Exercise
193.1.2 Backhouse Operations
1058 Reservation and Registration
203.2 Front office terminologies
1068.1 The reservation office
213.3 Structure of front office
1078.1.1 Importance of a Reservation System
223.3.1 Physical Setup of Front Office
1088.1.2 Role of the Internet in Securing Reservations
233.3.2 Operational Structure of The Front Desk
1098.1.3 Sources of Reservations
243.4 Exercise
1108.1.4 Reservation Terminology
254 Organization and Management of Front Office
1118.1.5 Reservation Methods
264.1 Front Office Management Components
1128.1.6 Reservation Enquiry
274.1.1 Front Desk Representative
1138.1.7 Types of Reservations
284.1.2 Bell Attendant
1148.1.8 Steps in Making Group Bookings
294.1.3 Pbx Operator
1158.1.9 Processing Guest Reservations
304.1.4 Concierge
1168.1.10 Reservation Availability
314.1.5 Reservationist
1178.1.11 Reservation Record
324.1.6 Retail Cashier
1188.1.12 Reservation Confirmation
334.1.7 Valet Attendant
1198.2 Registration
344.2 Organization of the Front Office Department
1208.2.1 Registration
354.3 The Front Office Staff
1218.2.2 Purpose
364.4 Qualities of Front Office Staff
1228.2.3 Importance of the First Guest Contact
374.5 Communication in Hotel
1238.2.4 Guest Hospitality
384.5.1 Interdepartmental Communication
1248.2.5 Inquiry about Reservation
394.5.2 The Role of Total Quality Management in Effective Communication
1258.2.6 Registration Process
404.6 Role of Public Relation Officer
1268.2.7 Registration Methods
414.6.1 Consumer Relations
1278.2.8 Systems of Registration
424.6.2 Dealer Relations
1288.2.9 Future Reservations
434.6.3 Employee Relations
1298.3 Exercise
444.6.4 Communication Relations
1309 Night Audit
454.6.5 Skills of Pubic Relation Officer
1319.1 Importance of the Night Audit
464.6.6 Duties and Responsibilities
1329.1.1 Important terms used in Night Audit
474.7 Information Management Process: 4.7.1 Front Office and Back Office Applications
1339.1.2 Functions of Night Audit
484.8 Exercise
1349.1.3 The Duties and Responsibilities of the Night Auditor
495 Guest Cycle and Accounting
1359.2 The Night Audit Process
505.1 Stages of Guest cycle
1369.2.1 Posting Room and Tax Charges
515.1.1 Pre-arrival
1379.2.2 Assembling Guest Charges and Payments
525.1.2 Arrival
1389.2.3 Reconciling Departmental Financial Activities
535.1.3 Occupancy
1399.2.4 Reconciling Accounts Receivable
545.1.4 Departure
1409.2.5 Running the Trial Balance
555.2 Guest checkout
1419.2.6 Preparation of Reports
565.2.1 Organizing Late Charges To Ensure Accuracy
1429.3 Errors in Night Audit
575.2.2 Front Office Clerks
1439.3.1 Pickup Errors
585.2.3 Guest Checkout Procedure
1449.3.2 Transposition Errors
595.2.4 Determining Method of Payment and Collection
1459.3.3 Missing Folios
605.3 Obtaining Future Reservations
1469.4 Reading Night Audit
615.3.1 Filing Documents
1479.5 Exercise
625.3.2 Relaying Guest Departures To Other Departments
14810 Use of Technology in Front Office
635.3.3 Removing Guest Information From The System
14910.1 Adoption of computers in the front desk
645.3.4 Transfer of Guest Accounts to The Back Office
15010.1.1 Step 1: Identification of Need
655.3.5 Checkout Reports Available With a Property Management System
15110.1.2 Step 2: Software Selection
665.4 Guest Relations and Complaint Handling: 5.4.1 Complaint handling
15210.1.3 Step 3: Hardware Selection
675.5 Guest Accounting
15310.1.4 Step 4: Other Considerations
685.5.1 Principals of Hotel Billing
15410.1.5 Step 5: Financial Considerations
695.5.2 Guest Bill
15510.2 Different Systems Used in Front Office by Hotels
705.5.3 Guest Bill Communication Methods
15610.2.1 Fidelio
715.6 Process of Guest Accounting
15710.2.2 Micros Hotel Property Management Systems and Point of Sale Solutions
725.6.1 Types of Financial
15810.2.3 Host
735.6.2 Preparing of Documents
15910.2.4 Optima Property Management Systems
745.6.3 Checking and Ensuring Accuracy
16010.2.5 Advantages of Using a System
755.7 Credit and Cash Control
16110.3 Exercise
765.7.1 Credit Control
16211 General Awareness and Grooming for Front Office Personnel
775.7.2 Cash Control
16311.1 The importance of newspaper
785.8 Exercise
16411.2 Airline codes
796 Front Office Communication
16511.3 International currencies
806.1 Importance of Communication
16611.4 Grooming standards for front office personnel
816.1.1 Communication Systems
16711.4.1 Grooming Standards for Men
826.1.2 Types of Communication in Front Office
16811.4.2 Grooming Standards for Women
836.1.3 Guest Communication
16911.5 Exercise
846.2 Effective Interdepartmental Communications: 6.2.1 Role of the Front Office in Interdepartmental Communications
170Glossary
856.3 Exercise
171Appendix
867 Front Office Security and Safety
172Index
