Summary Slide z The Arrival Chronology z DiagramArrival

Summary Slide z The Arrival Chronology z Diagram–Arrival Chronology z Group Arrivals z Departures z Front Desk Operations z Front Office Communications z Front Office Staffing z Front Office Manager Responsibilities z AM Checklist z Internet Exercise Figure 6 -1

The Arrival Chronology z 75% of a guest’s satisfaction is determined during the registration process. z. The arrival chronology includes the following stages: y. Greeting y. Transition y. Registration y. Completion Figure 6 -2

Transient Guest Arrival Chronology Remote Check-in Desk Valet Doorperson Group Arrival Bellstaff Front Desk Concierge Guest Room PBX Figure 6 -3 Dotted lines indicate possible outcomes. Red = transient, blue = group.

Group Arrivals z Different procedures take place when large numbers arrive at one time. They include: y. Remote Check-in y. Pre-key/key pack z Group billing must be prearranged. Options are: y. Sign All Charges (SAC) y. Sign Room and Tax (SRT) y. Each Pays Own (EPO) Figure 6 -4

Departures z. The three methods of checking out of a hotel: y. At the front desk y. Guest directed computer system y. Automated z. What are some similarities and differences between these three methods? Figure 6 -5

Front Desk Operations z. The primary function of front desk operations is checking guests into and out of the hotel. z. This entails: y. Processing individual reservations y. Maintaining room preferences y. Obtaining method of payment z. Why is accurate blocking of rooms so important? Figure 6 -6

Front Office Communications z. Because of the importance of communications within the front office, different methods are used to ensure all areas have accurate information: y. Group Résumé y. Pass On Log y. Informal break room discussions and posted information Figure 6 -7

Front Office Staffing z. Staffing within the front office is divided into three shifts: y. AM y. PM y. Night Audit y. A “Swing” shift may be added as needed z. Shift levels are based on occupancy and labor forecasts. Figure 6 -8

Figure 6 -9

Figure 6 -10

Industry Awareness Internet Exercise z. The Internet allows for near real-time reporting of news and trends in this industry. Mergers, acquisitions, prominent staff appointments, and other important news is disseminated on-line much faster than print. Using the sites that follow, compare the latest print publications with their on-line versions. z. How do the news stories differ? Could potential investors be interested in these stories earlier? How are hotel guests possibly affected? Figure 6 -11

Trade Journals/On-Line Resources Cornell Hotel & Restaurant Administration Quarterly http: //www. hotelschool. cornell. edu/publications/hraq Hospitality Net http: //www. hospitalitynet. org Hospitality News http: //www. hotel-online. com/Neo/News Hotels Lodging Hospitality http: //ww. hotelsmag. com http: //www. lhonline. com Hotel and Motel Management Lodging News http: //www. innvest. com/hmm http: //www. lodgingnews. com/ Hotel News Resource http: //www. hotelnewsresource. com/headlines. htm Hotel Online http: //www. hotel-online. com/Neo International Hotel & Restaurant Association http: //www. ih-ra. com Figure 6 -12