Front Office Study Material
Management Training Program Preparation
Based on JNU Syllabus
Prepared for: Placement Preparation
Department of Front Office
1. Guest Cycle
The guest cycle represents the complete journey of a guest from the moment of reservation till
departure. It has four major stages:
• Pre-arrival – Reservation, confirmation, communication of details.
• Arrival – Registration, check-in, creation of guest folio.
• Stay – Providing services, handling guest requests, posting charges.
• Departure – Settlement of accounts, feedback, check-out.
2. Reservation Systems
Reservation is the process of booking rooms in advance. It can be manual, centralized, or via
GDS/CRS.
• Types of Reservations: Confirmed, Guaranteed, Waitlisted, Tentative, No-show.
• Sources: Travel agents, tour operators, corporate offices, online booking engines.
• Tools: Reservation form, confirmation voucher, amendment & cancellation record.
• Reservation Records: Updated through PMS ensuring real-time availability.
3. Registration & Check-In
• Pre-registration activities like preparing reg cards, blocking rooms.
• Documents verified: ID proof, booking voucher, advance payment.
• Registration card includes guest details, room type, tariff, signature.
• Key control and issuing of welcome kit.
4. Room Assignment & Tariff
• Room status codes: Vacant, Occupied, Out-of-Order, DNCO (Did Not Check Out).
• Tariff terms: Rack Rate, Corporate Rate, Group Rate, Package Rate, CVGR (Company Volume
Guarantee Rate).
• Hurdle Rate: Minimum rate a revenue manager is willing to sell a room for.
• Yield Management: Balancing occupancy & ADR to maximize revenue.
5. Front Office Accounting & Control Systems
Vouchers
• Cash Voucher – records cash payments/receipts.
• Charge Voucher – records non-cash transactions billed to folio.
• Allowance Voucher – used for refunds/discounts.
• Paid-Out Voucher – issued when hotel pays on behalf of guest.
• Transfer Voucher – transfers charges from one folio to another.
Ledgers
• Guest Ledger – records transactions of in-house guests.
• City Ledger – for non-resident accounts like corporates & agents.
• Master Folio/Group Ledger – for groups/tour operators.
Folio Management
• Guest Folio, Master Folio, Non-Guest Folio.
• Shows debit (charges), credit (payments), and balance.
• Closed on settlement during check-out.
Night Audit
• Balances guest & city ledger accounts.
• Reconciles vouchers with postings.
• Reports: Revenue Report, High Balance Report, Occupancy Report.
• Ensures no discrepancies carry forward.
6. Communication Skills & Guest Handling
• Telephone Etiquette – polite, clear, professional communication.
• Complaint Handling – Listen, Empathize, Apologize, Resolve, Follow-up.
• VIP Protocols – personalized check-in, amenities, manager escort.
• Cross-cultural Sensitivity – respect for cultural differences in greeting, communication, and service.
7. Property Management Systems (PMS)
• Common PMS: Opera, Fidelio, IDS, Cloudbeds.
• Functions: Reservations, check-in/out, billing, reports, housekeeping coordination.
• Advantages: Real-time updates, reduced errors, integration with POS and CRS.
8. Safety, Security & Legal Aspects
• C-Form submission for foreign guests under FRRO rules.
• Guest data privacy as per IT Act.
• Fire safety measures and emergency procedures.
• Lost & Found SOP: Record, secure, and return items responsibly.
9. Reports & Statistics
• Occupancy Report – rooms sold vs available.
• Average Daily Rate (ADR).
• Revenue per Available Room (RevPAR).
• Room Statistics Report.
• High Balance Report – tracks credit risk guests.
10. Meal Plans
• EP (European Plan) – Room only.
• CP (Continental Plan) – Room + Breakfast.
• MAP (Modified American Plan) – Room + Breakfast + One Meal.
• AP (American Plan) – Room + All Meals.
