Front office key term

Black listed guest
List of guest who damage and steals the hotel property.
Booking diary
A book in which all the information regarding reservation is kept by front office up dated day to day.
Business center
An area in the hotel offering various secretarial facilities.
Call sheet
It is used to re cored wake-up call.
City ledger
The collection of an settled departure guest account.
Day rate
A reduced rate for occupying a room during the day with check out before 5:00 pm.
Folio
A statement all transaction affecting the balance of a single account.
Guest folio
A form used to recorded transaction of individual person or guest room.
Guest rack
Whitney rack at information where guest names are arranged alphabetically.
House count
Number of guest staying in a hotel on a given night.
Late charge
An additional charge after 12:00 noon (check out time).
Master folio
A folio used to chart transaction on an account assigned to more than one person.

VTL

VTL is also called as a 'tab' sheet which is mostly acceptable in all hotel though it is being replaced by computer.It is a loose leaf sheet recording Baily transaction of the in house guest.The entries are made from the check(bill) sent by different department.The entry should be made as and when the checks come in.This form of 'tab' sheet has set of columns with details of room,room no. and different charges.

VTL is a type of ledger which is maintained to keep up to date records of all charges incurred by guest during their stay in the hotel.a

Preparation and presentation of bill

A customer who check-in into hotel is entitle to various credit amount in hotel from different outlet which is used by guest.It is impossible for reception desk to handle all the minute details of customer a/c.So that front office cashier has to keep proper record and good billing system.There are different types of ledge and books used by front office cashier which is given below;
1. VTL (Visitor tabular ledger)
2. Allowance book
3. Guest
4. Deposit ledger
5. Sales and service charge book

Charge card

Charge cards are credit cards which are issued by private credit card organization when a guest settles their a/c with a charge card the hotel doesn,t received payment on the same day.At the end of each shift the cashier will transfer all of bills settle by charge card to a/c department to follow up.At the end of week or month statement of the total amount charged to the private credit card organization send together with copies of all the imprinter.The credit card company will pay the amount of hotel less it,s commission.
In case of co oporate a/c and travel cheque voucher the bills will be transfered to the a/c department.The a/c department send the satement with copy of bills and tater.The company and travel agent deposits the amount in hotels a/c with it,s less commission.

Security

Factor affecting the reservation

a. Confirmation;
Confirmation means that the hotel acknowledges and verifies a guest room request and personal information by fax and mail.Confirm reservation may be either guaranteed or non-guaranteed.

b. Cancellation;
It refers to the process of canceling the confirmed reservation made by the prospective guest.Guest may cancel their reservation due to personal reason or natural evils.It also brings loss of the hotel business if cancellation are more than expected.When the reservation is withdrawn by the guest then it is known as cancellation.
c. Overbooking;
It is a process of accepting more booking then the no. of rooms available for sale.It is done by hotel to maintain maximum room sales or maximum occupancy.Purpose of overbooking is to compensate for:
- No-Show
- Cancellation and
- Early departure

Factor affecting the reservation

a. Confirmation
b. Cancellation
c. Overbooking
d. No-Show
e. Walk-In

Confirmation letter

Hotel........... Address.............

Dear Sir/Madam
Thank you very much for your request for a reservation at the..............hotel.We are pleased to confirm the following accommodation.
Confirmation No..........
Guest Name........ No. of person

ETA/Flight

Remarks.........

F.O manager

Address.....

Arrival Date......

Accommodation.........

Rate.........

Date.......
We look forward to welcoming you and assure you that everything possible will be done to make your stay an enjoyable once.

Importance : Please retain this letter and present it to the receptionist upon registration.

Reservation procedure

1. Reservation inquiries
2. Determining room availability
3. Accepting or denying reservation
4. Documentating reservation details
5. Confirming reservation requests
6.Maintaining reservation records
7. Compiling reservation reports

Mode of reservation

The reservation may come from the guest directly or through different orgenisation by different medium or mode which is given

Source of Reservation

Reservation requests may come from number of sources.More than 50% of the guests come to a hotel with prior reservation that case both the guest as well as the hotel.The most common source of reservation are as given
1. Personal approach
2. Travel agent
3. Company
4. airlines
5.Embassies/consulates
6. NGOs and INGOs
7.Institution
8.Government office and ministries
9. Wholesale tour operators
10. Chain hotels and referral from other hotels

Purpose of reservation

Room reservation is one of the most important task of reservation section of front office.The various purpose of reservation are as follows.
1. It helps in the sale of accommodation or room
2. It provides necessary information about to the guest
3 It helps to maintain better occupancy to insure 100% occupancy
4. It provides management information for future planning
5. It helps to record about guest
6. To save time and money
7. To make forecasting room reservation
8. To secure payment in advance

non guaranteed reservation

It is not confirmed reservation.In this case of reservation,the hotel agrees to hold a room for guest for specified time to confirm.If does not arrive by cancellation hour then the hotel is free to release a room for other use.It is added to the list of room available for sale.If the guest arrives after the cancellation hour and room remains available,the hotel has a right to release the room.

Types Of Reservation

Types Of Reservation

Guaranteed reservation The hotel assures a guest with the guaranteed reservation that the room will be hold until the check out time of the day following the day of arrival.In return,the guest guarantees payment for the room even if it is not used,unless the reservation is cancelled in accordance with the hotel cancellation procedure. Hotel guaranteed reservation projects the hotel revenue in the case of no-show.The guaranteed reservation includes. a. Pre-payment b. Advance deposit c. Credit card d. Travel agent e. corporate.

reservation

reservation

Reservation is a process in which booking of rooms in advance for proper or specific time.
A request for room or accommodation in a hotel by a prospective guest for a different period of time by various modes is termed as reservation.Reservation is a process in which rooms or accommodation blocked or cooked for guest at specific time is know as reservation.Reservation is one of the important section within front office department which is responsible for taking room reservation made by the guest or clients from different source through systematic procedure. Reservation section is located at the backside or behind the reception or front desk.

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