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PowerPoint to accompany

Chapter 1

Introduction to

front office


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Vivienne OShannessy: Front Office Skills 2009 Pearson Education Australia

Learning outcomes

Explain the ey !eatures o! Property

"ana#e$ent Syste$s%

&escri'e co$$on acco$$odation

syste$s%

(nderstand the cycle o! service%


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Front office skills

)hose sills *and no+led#e, re-uired

to per!or$ e!!iciently and e!!ectively in

the !ront o!!ice environ$ent o! a

co$$ercial acco$$odation venue%


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Where the Front Office is located

)he !ront o!!ice is physically located in

the !oyer o! an acco$$odation venue%

.t is located here so that it is readily

accessi'le !or #uests%

&esi#ned to create a positive/

+elco$in# !irst i$pression%


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Managing information andcommunication in the front office

.n!or$ation and co$$unication in a

!ront o!!ice is e!!ectively $ana#ed +ith

appropriate procedures and syste$s%

E!!ective in!or$ation and

co$$unication procedures and

syste$s #enerally incorporate

technolo#y%


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Managing information andcommunication in the front office

hether $anual or technolo#ically

'ased/ !ront o!!ice in!or$ation and

co$$unication procedures and

syste$s are collectively re!erred to as

a Property "ana#e$ent Syste$%


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Property Management Systems(PMS)

A P"S is a $eans o! collectin#/ storin#

and $anipulatin# data relatin# to the

activities o! a venue and its #uests%

"ay 'e:

$anual

se$i1auto$ated

!ully auto$ated%


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Manual PMSs

.n a $anual syste$/ all tass relatin# to

#uest and venue activities are co$pleted 'y

hand or in the +ritten !or$%

A $anual syste$ uses 'ooin# diaries andconventional charts,to eep trac o!

reservations/ colour1coded room racksto

eep trac o! roo$ types/ roo$ status and

roo$ occupancy *or availa'ility,/ andtabular ledgers!or recordin# !inancial

transactions%


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Conentional charts

"onthly reservations chart +hichdetails 'ooin#s !or each roo$ and !orlen#th o! stay/ 'y #uest na$e%

)hese are #rid charts +ith the days o! a$onth indicated across the top o! thepa#e and roo$ types and roo$nu$'ers listed do+n the le!t side o! thepa#e%

onventional charts are suita'le !ors$all venues only%


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!oom rack

"anual or co$puterised $ethod i!

indicatin# the status o! a roo$ and

there!ore roo$ availa'ility%


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"ooking diaries

3ooin# diaries are si$ilar to any diary

in that are a $eans !or recordin#

in!or$ation *reservation details, 'y

date%


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"ooking diaries

)he in!or$ation is then trans!erred *in

pencil, to conventional charts% As

reservations are received/ the #uests

na$e is entered on the chartcorrespondin# to the roo$ type and

len#th o! stay% &etails are entered in

pencil to allo+ !or chan#es%


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#a$ular ledger

Syste$ !or recordin# !inancial

transactions%

.t provides !or #uest details *na$e and

roo$ nu$'er, and services and

products consu$ed 'y each #uest% As

a #uest consu$es a service or

product/ the char#e incurred isrecorded%


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#a$ular ledger

.t also provides !or the recordin# o! all

pay$ents received/ allo+ances and

discounts *i! any, and the total to 'e

carried !or+ard to the next day%

All entries are hand+ritten%


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Semi%automated PMSs

A se$i1auto$ated syste$

incorporates ele$ents o! the $anual

syste$ and uses so$e technolo#y

*particularly in the accountin# area o!!ront o!!ice,%


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Fully automated PMSs

4ullyauto$ated P"Ss use a $ini$al

a$ount o! hand+ritten in!or$ation%

.n!or$ation is entered into a co$puter

+here it is co$piled/ $aintained/

updated/ stored and processed%


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A co$puterised P"S can per!or$ all

the tass previously undertaen

$anually% .t is a $ore e!!icient and

relia'le syste$ than a $anual or se$i1auto$ated syste$ and is a'le to

process data !ar $ore rapidly and

accurately%


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All co$puterised P"Ss are a'le to

per!or$ essentially the sa$e tass:

5ecord and $aintain #uest reservations

*individual and #roup,%

5e#ister #uests and $ana#e departures%

5ecord and $aintain #uest and non1

#uest !inancial transactions%


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reate and $aintain #uest history

pro!iles%

6enerate reports and collate statistical

data% "onitor and control houseeepin#

!unctions%

"ana#e $aintenance issues%


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&ccommodation enue structure

Structure re!ers to the +ay in +hich a

venue or#anises the provision o!

services and #oods%


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&ccommodation enue structure

Speci!ic services are #rouped into

depart$ents *acco$$odation

services/ !ood and 'evera#e/

houseeepin#/ and sales and$aretin#/ !or exa$ple,%


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Why structure the deliery ofserices and goods'

Venues structure their operations in

order to:

3est $eet the needs and expectations o!

its tar#et $arets%

Plan +or%

5eport !inancial per!or$ance%

"ana#e sta!!% "ana#e $aretin# activities%


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What is an organisational chart'

An organisational chartis a #raphical

representation o! a venues structure% .t

sho+s the sta!!in# structure/ each

depart$ent/ the division o! la'our/levels o! authority and lines o!

co$$unication%


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Organisation chart


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&ccommodation serices

Acco$$odation services/ also

co$$only re!erred to as the roo$s

division/ is the depart$ent responsi'le

!or sellin# and $aintainin# #uestroo$sand associated !ront o!!ice services%


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&ccommodation serices

)he pri$ary concerns o! the

depart$ent are #uestroo$s and the

services availa'le to #uests +hile

stayin# in the venue throu#h the !ronto!!ice%


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Front office structure

7ar#e acco$$odation venues typicallysu'divide $any depart$ents%

4or exa$ple/ !ront o!!ice services are

divided into: 4ront o!!ice *reception/ cashierin#,%

3ac o!!ice *reservations/ telephony,%

8ouseeepin# *roo$ attendants/ pu'licarea cleaners/ house$an,%

oncier#e *porter services/ valet,%


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uests and customers

6uests are those people +ho use and

pay !or the #oods and services

provided 'y hospitality esta'lish$ents%

3ecause #uests pay !or the services

and #oods they use/ they are also

re!erred to as custo$ers%


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#arget markets

A cate#ory o! people +ho have 'eenidenti!ied as potential custo$ers'ecause o! their inco$e/ a#e/ place o!

residence and other *co$$on, !actors% "aretin# strate#ies !or venues

usually tar#et -uite speci!ic/ +ellde!ined $arets% ithin each tar#et$aret are $aret se#$ents%


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Market segment

A portion o! the tar#et $aret that hassi$ilar traits/ needs and desires thatthe venue +ants to attract%

4or exa$ple: 3usiness travellers

4a$ilies

)our #roups

ouples on!erence #roups

4ree independent travellers%


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n$ound isitors

Visitors to Australia +hose $ain place

o! residence is outside Australia *e%#%%

international tourists/ 'usiness

travellers/ students%


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ntrastate isitors

Visitors +ho live in Australia travellin#

withintheir ho$e state or territory%


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nterstate isitors

Visitors +ho live in Australia travellin#

outsidetheir ho$e state or territory%


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Cycle of serice

)he !our sta#es o! the #uests

experience +ith the venue are:

Pre1arrival

Arrival

Occupancy

&eparture%


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*ospitality sectors and targetmarkets


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Cycle of serice

Pre-arrival

Arrival

Occupancy

Departure


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Pre%arrial stage

)hose activities that occur 'e!ore the

#uest arrives:

"ana#e en-uiries

Venue inspections

5eservations

Pre1pay$entsdeposits%


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&rrial stage

)hose activities that relate to the

#uests arrival at the venue/ and chec

in procedures%

.t is the !irst !ace1to1!ace opportunity to

$ae a #ood i$pression%


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Occupancy stage

)hose activities that occur +hile the

#uest is re#istered in the venue

includin# consu$ption o! #oods and

services/ pay$ents/ and re-uestedservices%


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+eparture stage

)hose activities that relate to a #uests

departure:

Account settle$ent

ollection o! lu##a#e !ro$ roo$

On+ard acco$$odation 'ooin#s

Arran#e$ent o! transport

4are+ell%


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Moment of truth

)he i$pression created 'y each

experience the #uest has in the venue%

An i$pression $ay 'e:

Positive

e#ative

eutral%


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Our role and a moment of truth

)o provide #uests +ith positive

$o$ents o! truth throu#hout their stay%

)o do this/ +e need to 'e a'le to $eet

expectations 'y understandin#:

)he i$portance o! the host#uest

relationship%

8o+ to do our ;o' +ell%


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Our role and a moment of truth

)he venues tar#et $arets%

8o+ to $eet the needs o! individuals%

Our e$ployers expectations o! us%

hat !acilities and services are availa'le!or #uests%


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&ttri$utes for success

8i#h standard o! personal hy#iene and

#roo$in#%

6ood no+led#e o! the +orplace and

the services and !acilities availa'le%

Excellent interpersonal sills%


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A #ood service ethos%

illin#ness to learn ne+ tass/

syste$s and procedures%

6ood #eneral no+led#e o! the local

environ$ent and attractions%


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ide1ran#e o! ;o'1related sills%

illin#ness to learn *and undertae,ne+ tass%

A'ility to learn ne+ syste$s andprocedures in the +orplace%


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6ood #eneral no+led#e o! the local

environ$ent%

(nderstandin# o! ho+ our e!!orts

contri'utes to the success o! theesta'lish$ent%

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