Chapter Summary - Front Office Operations
Chapter 9 – Front Office Forms
Hotel uses number of standard formats for various processes and
activities in a hotel. The activities ranges from pre-arrival reservation to
feedback form when guest leaves. Some of the important forms are as
under1. Pre-arrival reservation – collects primary information of the guest
which may include name, address, proof of identity, contact details
etc. Such details help the hotel to strengthen customer relationship
management and satisfaction index
2. Arrival Occupancy – Room allocations, rates, agency mapping
etc are covered under this forms / database
3. Departure / Feedback Form – The feedback may include booking
/ reservation experience, views on hospitability, service quality.
Some of the hotels incentivize the guest with discount offers on
feedback