Front Office Systems

    Front office systems are software/tools used by hotels to manage guest interactions and daily operations.

1. Non-automated/ Manual System - This is classic hospitality management—everything’s handled face-to-face, with records kept on paper.

• Reservations: Logged by hand in a ledger or diary. 
• Check-in and check-out: Guests complete physical forms, and keys are managed from a physical rack. Billing calculations are done manually or with a basic calculator, while communication depends on memos or direct conversation.
• Typical tools include ledger books, wall-mounted room status boards, and physical key racks.
• Example: Imagine a small, family-run guesthouse that tracks bookings in a notebook and handles payments with a simple cash box.
• Advantages: Extremely low upfront costs and no technical know-how needed.
• Drawbacks: It’s slow, mistakes are common, and scaling up is tough as business grows.

2. Semi-automated (Electo-Mechanical)- Here, you’ll find a blend of manual processes and basic electronic tools. 

• Reservations might be taken over the phone, entered into simple software, but then also logged elsewhere. 
• Check-in and check-out involve electronic cash registers, but room assignments are still tracked manually—say, on a whiteboard. Billing relies on calculators or adding machines, and receipts are generated mechanically.
• Communication is managed via landline phones or basic intercom systems.
• Tools include calculators, fax machines, manual credit card imprinters, and a basic PBX system.
• Example: A mid-range hotel where front desk staff use a calculator for billing but update room status on a magnetic board.
• Pros: Faster and less error-prone than a fully manual setup, still affordable for most businesses.
• Cons: There’s still quite a bit of paperwork, some processes are duplicated, and integration is limited.

3. Fully-automated (Computer-based)- This is where operations go digital. Reservations—whether online or in-person—are instantly recorded in a centralized system. Guests might check in at a self-service kiosk or with a tablet, receiving a digital key card. Billing happens automatically, and payment gateways are integrated. Communication across departments is streamlined through cloud-based property management systems (PMS) like Opera or Oracle Hospitality.

• Key tools include PMS software, channel managers, mobile check-in apps, and RFID keys.
• Example: A luxury hotel where guests pre-check-in through an app, and all charges update in real time.
• Pros: Highly efficient, minimal errors, centralized data that’s easy to access, and it scales effortlessly as the business grows.
• Cons: Higher initial investment, requires staff training, and the business becomes dependent on IT infrastructure.