Front Office Services: Performing Clerical Procedures

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In accordance with organizational procedures, front office personnel handle document processing as part of their regular responsibilities, such as:

  • Guest records
  • Incoming and outgoing correspondence
  • Business accounting
  • Memos
Sources of Room Reservation
  • Modes and types of reservations
    • Telephone
    • Walk-in
    • Online
  • Manual reservation
  • Computer Reservation System

A. Filing and Arranging Front Office Documents
Filing - is the process of storing and arranging documents according to a particular classification.

Categories of Filing
  1. Alphabetically
  2. Numerically
  3. Geographically
  4. By subject
  5. Chronologically
B. Front Office Forms

1. Pre-arrival forms - must be prepared before the guest arrival.
  • Guest reservation record - 
  • Reservation file - a computer-based collection of reservation record
  • Reservation rack slip - filed in a reservation rack
2. Arrival forms  - guest must accomplish upon the registration/ check-in process.
  •  Registration card - printed form
  • Guest Registration record - collection of important guest information
  • Room slip rack - contain the guest name and other relevant information, placed in the room rack slot corresponding to the guest assigned room number.
  • Guest arrival list - contains the listing of guests accounts that is scheduled to arrive on that certain date.
3. Occupancy forms - can be filled out while the guest is staying in the hotel
  • Guest folio - a hotel bill that lists all charges during a stay, like room costs, meals, and extras. Staff update it in real-time and give it to guests at checkout.
  • Voucher - a slip that proves a payment or service is approved.
  • Transfer Voucher - a document that moves charges from one account to another.
  • Information rack slip - a small note used for internal messages or guest requests.
4. Departure forms - can be filled out upon guest's check-out
  • Credit card voucher - shows guest’s card charge approval.
  • Cash voucher - proof of cash received (e.g., for deposits).
  • Guest folio -lists all charges (room, meals, etc.) during their stay.
  • Feedback form - guests rate their stay/service.
  • Guest departure list - lists rooms with guests leaving that day.


    

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