Chapter 7 Front Office Equipments Chapter 7 – Front Office Equipments 1 Learning Objective To learn Various types of equipments used in front office Equipments that make the hotel operations easy and systematic Methods to handling of the office equipments Chapter 7 – Front Office Equipments 2 Room Rack • The room rack are the equipments where registration records are inserted to serve as room rack slips • Considered as most important piece of front office equipment • Array of metal file pockets designed to hold room rack slips that display guest and room status information • When key slots are added to the room rack, it can serve as a combination room and key rack Chapter 7 – Front Office Equipments 3 Room Rack • One glance at the room rack should immediately inform the front desk agent of the occupancy and housekeeping status of all rooms • Front desk agents normally use this information to match available rooms with guests needs during the registration process Chapter 7 – Front Office Equipments 4 Key Rack Chapter 7 – Front Office Equipments 5 Key Rack • These are sets of racks were generally kept at the front desk in earlier day • A key rack is an array of numbered compartments used to store guestroom keys • Key racks are often placed in front desk drawers to ensure the safety and security of guests Chapter 7 – Front Office Equipments 6 Key Rack • A combination of mail, message and key rack can be either a free-standing wall unit or an under the counter row of apartments • When the mail and message compartments of the rack are open from both sides, telephone operators and front desk agents • Operators who record telephone messages for guests can insert them into the rack from the back side; front desk agents can retrieve the messages from the front side Chapter 7 – Front Office Equipments 7 Reservation Racks • A special board or series of pigeonholes where cards are put to show which room have been booked • Front office uses both two types of reservation racks • In an advance reservation rack, reservation rack slops or registration cards are arranged by the guest scheduled dates of arrival and with each day’s grouping Chapter 7 – Front Office Equipments 8 Reservation Racks • A current reservation rack is portable subset of the advance reservation rack • The current reservation rack is used by the front desk agents to assist in processing guests during registration Chapter 7 – Front Office Equipments 9 Information Rack • An information rack is an index of in-house guests, by both last name and room number • An information rack is commonly use to assist front office employees with proper routing of telephone calls, mails • The information rack normally consists of aluminium slots designed to hold guest information slips Chapter 7 – Front Office Equipments 10 Folio Trays • Folio tray or folio bucket is where the guest folios are stored and arranged by guestroom numbers • Guest folios remain in the tray throughout the occupancy stage of the guest cycle, except when they are used in posting transactions • A second folio tray is normally located in the hotel’s accounting office Chapter 7 – Front Office Equipments 11 Folio Trays • This tray contains the folios of departed guests being directly-billed or of guests who paid by credit card • Once these accounts are settles, the folios are moved to permanent storage location Chapter 7 – Front Office Equipments 12 Account Posting Machine • An electromechanical or electronic device use in semi-automated hotels • An account posting machine is used to post, monitor, and balance charges and credits to guest accounts Chapter 7 – Front Office Equipments 13 Other Equipments • Voucher rack – it is a container for storing vouchers for future reference and verification during the night audit • Cash register – used to record to cash transactions and maintain cash balances • Telephone equipment – telephone equipments consists of call accounting systems, automatic call dispensing, telephone / room status system, fax machine and call detection Chapter 7 – Front Office Equipments 14 Other Equipments • Credit card imprinter – Imprinter presses a credit card voucher against a guest’s credit card • Magnetic strip reader – a magnetic strip reader, reads data magnetically encoded and stored on the magnetic tape strip on credit card • Time stamp – Time stamp recording is important for establishment of chronology of events Chapter 7 – Front Office Equipments 15 Other Equipments • Security Monitor – CCTV cameras for security personnel to monitor certain areas of hotel • Wake-up devices – used by telephone operators to place wake-up calls • Multi-zone clock – indicators of the time at different time zones across world Chapter 7 – Front Office Equipments 16 Other Equipments • Wi-fi ticket – provides user id and password to guest to access the internet facility of the hotel • Card imprinting machine – PVC cards enabling the customers to make it easy to book for them Chapter 7 – Front Office Equipments 17 Safety Equipments Safety equipments used in hotel – the basic safety equipments include • Smoke detectors – to detect smoke in case of fire as a preventive measure • Fire extinguishers – meant to involve various classes fires • Carbon monoxide detectors – important to detect as the gas is invisible and dangerous • Sprinkler systems – equipments to sprinkler water in 18 Chapter 7 – Front Office Equipments case of fire Safety Equipments Smoke detectors – To detect smoke in case of fire as a preventive measure Some detectors have ability to report heat build up prior to evidence of smoke or flame Some of the detectors respond only to the smoke and other products of combustion Chapter 7 – Front Office Equipments 19 Safety Equipments Smoke detectors – Single-station hard wired smoke detectors require that the unit be on electric wiring as opposed to the battery power An automated system integrated all smoke detectors in each location Many local jurisdictions enacted local regulations requiring fully automated smoke detector systems Chapter 7 – Front Office Equipments 20 Safety Equipments Fire ExtinguishersFour classes of fires that a lodging property should be prepared for • Class A – Involves ordinary combustibles • Class B – Involve flammable liquids • Class C – Involve electrical equipment • Class D – Involve cooking oils and fats Chapter 7 – Front Office Equipments 21 Safety Equipments Carbon Monoxide Detectors • Carbon monoxide is a dangerous by-product of a malfunctioning water heater, kerosene heater, coal boiler and any other wood • Carbon monoxide is invisible and has no smell, it cannot be detected by natural means Chapter 7 – Front Office Equipments 22 Safety Equipments Sprinkler Systems • Sprinkler systems are now mandated in an establishments four stories or higher • Most jurisdictions now require full sprinkler in the new constructions of any commercial property Chapter 7 – Front Office Equipments 23 Accident Prevention Signs Hotel also uses various signs to prevent accidents• Danger signs – which indicate the immediate dangers ahead • Caution signs – used to warn against potential hazards • Safety instruction signs – use where need for general instructions relative to safety measures Chapter 7 – Front Office Equipments 24 Summary • The Front office department of a hotel comprises of the sections like Reservation, Front Desk, Bell desk, Travel desk, Concierge etc • The Front office manager must be a skilled planner who channelizes the various resources • The Front desk agent is the first person a guests sees on entering the hotel and the last person the guest sees on leaving Chapter 7 – Front Office Equipments 25 Summary • The front office is elegantly designed to accommodate the staff and for the smooth service to the guests • Number of front office equipments ensure an effective hospitality of the guest Chapter 7 – Front Office Equipments 26