Front Office Management

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▪ Explain the key features of Property Management Systems.

▪ Describe common accommodation venue structures.

▪ Identify guests and target markets.

▪ Understand the cycle of service.

What is Front Office?

It is the face of the hotel. It also the heart of the

venue, if not physically, then certainly


Property Management Systems

- A system of keeping track of and controlling financial and non financial activities in an accommodation venue.

- Means of collecting, storing and manipulating data relating to the activities of a venue and its guests.(technology)

Features of PMS:

➢ Manual systems

all task relating to guest and venue activities are completed manually of in written form.

➢ Semi-automated systems

data is processed manually but there is some automation, particularly in the accounting area of the front office, such as using a cash register or more sophisticated point of sale(POS)(resto)(modern cash register, records financial transactions at the time of consumption/point of sale).

➢ Fully automated systems

use minimal amount of handwritten information, everything is compiled, maintained, updated, stored and processed.

Purpose of PMS:

✓ Keep track of its reservations.

✓ Monitor its occupancy levels.

✓ Know who is registered.

✓ Know who is expected to arrive and check-out.

✓ Control and account for all financial transactions.

✓ Determine how much money has been earned and expended, and how much is payable.

✓ Regulate many other activities and services that relate to the activities of guests and non-guests who visit the venue.

Importance of PMS:

▪ Record and maintain guest reservations

▪ Register guests

▪ Record and maintain guest and non-guest financial transactions

▪ Create and maintain guest history profiles

▪ Generate reports and collate statistical data

▪ Monitor and control housekeeping functions

▪ Manage maintenance issues

Accommodation Venue Structures

Type of Accommodation Venues:

a. Hotels

b. Motels

c. Bed and Breakfast

d. Resorts

e. Caravan Parks

Organisational Structure

the organisation and grouping of the services and facilities offered by a venue that help it achieve operational control, and best meet the needs and expectations of guests.

Organisational Chart

a graphical representation of the division of labour, levels of authority and lines of communication in a business.

Hospitality Venues structure their operations to achieve several objectives:

o To best meet the needs and expectations of target markets.

o To plan work.

o To report financial performance.

o To manage staff.

o To manage marketing activities.

Different Departments in the Hotel/Accommodation Venues:

▪ Front Office

▪ Housekeeping

▪ Engineering

▪ Sales and Marketing/Reservation

▪ Food and Beverage

▪ Accounting/Financial Control


▪ Human Resource

Guests and Target Markets

Guests – are the customers of the hospitality industry, people who pay for the services and facilities provided by the hospitality establishments.

Target Market- category of people who ahve been identified as potential customers because of their age, income, place of residence or other factors.

Market Segment- group of customers or guests within a target market who share similar traits, needs and wants.


Businesspeople, honeymooners, tourists, families, budget travellers, singles, groups, long-term business travellers.




▪ Understand the roles of the reservations department.

▪ Receive reservation requests.

▪ Update reservations.

▪ Advise other departments and...
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