TERM PAPER

OF
DATA BASE MANAGEMENT SYSTEM
CSE – 301

TOPIC – FRONT OFFICE MANAGEMENT

SUBMITTED TO-

LECT. GAURAV PUSHKARANA

SUBMITTED BY-

DIGVIJAY SINGH

SEC - E2801A02

REG - 10804174
 ACKNOWLEDGEMENT

I would like to express my gratitude to all those who gave me the possibility to complete this project on
the topic “Front office management”. I want to thank Lect. Gaurav Pushkarana to giving me such a topic
to gather information about the same, I am also thankful to my friends those who help to collect data
material on this topic. I am deeply thankful to my dear classmate whose help, stimulating suggestions and
encouragement helped me in all the time of to prepare my project.

Especially, I would like to give my special thanks to my subject Lect. Gaurav Pushkarana whose guidance
enabled me to complete this project.
 CONTENTS

1- Introduction

2- Front office

3- Example

4- Tables

5- E R Diagram

6- References
 Introduction of front office department

The Front Office function of a Hotel is to act as the public face of the hotel, primarily by greeting
hotel patrons and checking in guests.

It also provides assistance to guests during their stay, completes their accommodation, food and
beverage, accounts and receives payment from guests.

Department is typically composed of 1. Reception 2. Reservation 3. Concierge 4. PBX (phone

service system) 5. Telephone

Sell guestrooms; register guests and♣a) Front Office: Maintain♣ Provide information ♣
Coordinate guest services ♣design guestrooms Maintain guest account♣accurate room
statistics, and room key inventories statements and complete proper financial settlements

Receive and process reservation requests♣b) Reservation: With technology development,

the♣for future overnight accommodations. Reservation Department can, on real time, access the
number and types of rooms available, various room rates, and furnishings, along with the various
facilities existing in the hotel Edgar Dsouz

FRONT OFFICE - is the "nerve center" in the entire hotel operations. All the transaction passes
through within this department.

InnFront automates all front office related areas of the hotel like reservations, cashiering, night
audit, housekeeping, company contracted rates, guest history.

It streamlines your room-related operations and helps improve your guest services. Both FIT and
Group reservations are handled efficiently.

Along with InnFront, InnTel works in tandem with the telephone exchange to control room line
release and lock on the check in and check out. It also logs and bills call charges.
InnFront allows for posting of charges in different folders. The billing can be based on these
folders.

It also allows non-stop operations during night audit, the system maintains up-to-date status of
rooms giving list of the rooms to be serviced as the housekeeping day begins.

It features the following modules :

• Reservations

• Reception

• Front-office cashiering

• Night audit

• Guest Messages

• Guest history

• Corporate And Travel Agent Accountability

• Housekeeping / Rooms Management

• Management / Marketing Information System (MIS)

Its powerful graphic and tabular management reports assist hotel owners and managers to track
hotel's performance and thus making computerization profitable

To enable your company to better manage its resources, the decision makers must be able to take
educated decisions. InnMIS facilitates the decision making process by tracking of vital data in a
quick to analyse format.

To capitalise on today's rising business opportunities, you have to reach the right decisions
quicker than your competitors. For most organizations however, that's easier said than done.
Information and knowledge are scattered across the enterprise in formats that don't understand
each other. InnMIS helps you bring all this information together for proper decision-making.

The InnMIS module uses OLAP (On-Line Analytical Process) and Data Mining technologies to
assist senior management in the decision-making process based on parameters set by individual
decision makers. This data can also be accessed over the net through secured channels. It also
incorporates the facility of email server, which allows selected documents, reports to be emailed
directly to clients and / or in-house personnel.

We can safely say that, with InnMIS you can be sure that reports reach the day you make them,
without having to chase your executive assistant.
Some Salient Features :

• User-definable MIS reports using OLAP tools

• Provides with better quality and more timely management information

• Provides latest MIS reports to keep you up-to-date

• Generates reports with various permutations and combinations

• All reports can be exported to Excel, Word and can be printed or emailed directly to
clients / in-house personnel

• All reports give the option of dragging and dropping headings as required

• The data can be accumulated over various periods, ranging from daily to monthly to
annual totals.

• Integrates with any of our products

• Integrates with any other product, provided interface is available

InnMIS is a powerful and useful tool, which facilitates strategic management decision-making.

InnMessaging, is a complaint and suggestion tracking module, which provides management with
instant information about a customer complaint and feedback, giving on-line status of action
taken on the complaint.

In the days of yore, hotel managers would burn midnight oil to analyze the number of complaints
that had been lodged by customers using different hotel facilities. The senior management would
find themselves paralyzed with such a report as it would not usually have any feedback as to how
the complaints were resolved and in how much time. Also sometimes the customer’s feedback
after the complaint resolution would not get recorded. ISG’s digital customer service agent does
all these and much more.

InnMessaging has been developed in alignment with our strategy :

• Of integrating work processes with technology

• Responding to the changes in demand from the hospitality fraternity

Some Salient Features :

• On-line guest complaint notification

 • Group the complaints you receive under customized folders

• Drag and drop complaints into desired folders

Some of the reports that InnMessaging provides :

• Complaint Status

• Time taken to resolve complaints

• Pending Complaints

So if you are serious about tracking transaction time at your hotel and are keen to know how
many customers left your hotel this morning satisfied or dissatisfied, then this is the solution for
you.

Front Office:
The Front Office Department comprise of the Reception, Guest Service Offices, Bell Services,
Reservation, Operators, Executive Club, Health and Recreation Center and Business Center. The
purpose of the Front Office Department is to provide guests assistance with luggage,
transportation, information concerning the hotel and the city, and any other service arrangements
needed during their stay.
Employees of the Front Office Department often provide the first and last impression of the hotel
to our guests. It is therefore vitally important that employees display a prompt and courteous
attitude to all guests and demonstrate the excellence in service.
The Front Office Manager who comes under the direct supervision of the Director of Rooms and
supervises the Front Office Department.

Example
Important of Front Office Department to the Hotel

 Hospitality, warm welcome

 Often provide first and last impression.
 Often have longest contact with guest.
 Continuity: Long term service, recognition of repeat guests, remember names, guest
histories
 Acquaint guest with hotel.
  Sell hotel food and beverage outlets.
 Up sell: Suggest deluxe and suites.
 Smoother over disgruntled guests.

Reception

Customer Customer Room Amount Due Service

Name Address Number Paid Type

Service

Customer Name Room Number Service Type

Reservation

Request Process Date Room Type Customer

Name
Room

Room Number Room Type

Front Office Budgeting

The most important long-term planning function

FOM is responsible for:

1. Forecasting Rooms Revenue

 Use historical trend data

2. Estimating Expenses

 Vary directly with rooms revenue

 Payroll, laundry & supplies

Forecasting Rooms Revenue

Forecasted Annual Rooms Revenue =

Rooms Occupancy Average

Available Percentage Daily Rate

Rooms Available = Total Rooms X 365 Days

Forecasting Rooms Revenue Example

100 Room Hotel

100 x 365 days = 36,500 Rooms Available

75% Occupancy Percentage

 .75

$50 Average Daily Rate

36,500 x .75 x $50 = $1,368,750

Room Forecasting
Ten-Day Forecast

 Done by FOM and Reservations Manager

House Count

 Expected number of guests in the hotel

 Divided into group and non-group

Three-Day Forecast

 Updated with current information

 Identifies changes in staffing needs

Forecasting Room Availability

The most important short-term planning function

Hotel Occupancy History

 The past few months and last year at this time

Reservation Trends

 How far in advance are reservations being made?

Scheduled Events

 City-wide conventions; sporting events, etc.

Group Profiles

 Pickup history

Forecasting Data
No-shows
  Expected guests who did not arrive.

Walk-ins

 Guests without reservations.

Overstays

 Guests who stay beyond their departure date.

Understays

 Guests who check out before departure date.

Percentage Of No-shows
Number of Room No-Shows

Number of Room Reservations

Purpose:

 Helps front office managers decide when (and if) to sell rooms to walk-in.

Number of Room Walk-Ins

Total Number of Room Arrivals

Purpose:

 Helps front office managers know how many walk-ins to expect.

Percentage Of Overstays
Number of Overstay Rooms
Number of Expected Check-Outs

Purpose:

 Alerts front office managers to potential problems when rooms have been reserved
for arriving guests.

 20% of hotels charge understay guests

Rooms Availability Formula

Total number of guestrooms
- Out of order rooms

- Stayovers

- Reservations

+ Reservations x no-show percentage

+ Understays

- Overstays

Number of Rooms Available for Sale

Rooms Availability Formula Example

150 Guestrooms

- 5 Out of Order

- 45 Stayovers

- 50 Reservations

+ 10% No-show

+ 5 Understays

- 20 Overstays

40 Rooms Available for Sale

Evaluating Front Office Operations

Occupancy Percentage

 The most commonly used operating ratio

Average Daily Rate (ADR)

 Average of all room types and rates

Revenue per Available Room (RevPAR)

 Measures revenue capabilities of hotel

 E R Diagram

Reception
Room Amount
Number paid

Due
Customer
Name
Servic
es
Pro Type
vid Custom
e er
Address H
as
Do’
s

Services
Room

Room
Service
Numbe Room Room
s Type
r Numbe Type
r
Reservation No
AC n
AC
AC
ac
Customer
Request Name
Form
Process Type
Date
REFERENCES
1- http://www.scribd.com/doc/14100484/Hotel-Front-Office-Department

2- http://www.scribd.com/doc/33316038/As-Front-Office-Manager-of-the-
King

3- http://www.scribd.com/doc/21274449/Front-Office#open_download

4- http://www.scribd.com/doc/37167812/Front

5- http://www.scribd.com/doc/26862807/Front-Office