Front Office

GOAL: To ensure proper control over all guest ledger activity SCOPE: To provide the necessary controls and audit trails needed to maintain the integrity of the guest ledger. AUTHORIZATION: Only the Front Office and Night Audit Staff will have access to the Guest Accounting Option (PMS). No other department will have access to this option or its related functions. RESPONSIBILITY: The Front Office will be responsible for all transactions in the guest ledger. PROCEDURE: FRONT OF

GOAL: All Direct Billing privileges will be authorized and controlled by the Accounting Department SCOPE: To establish procedures for the approval of Direct Billing privileges. To outline procedures for handling Direct Bill accounts. RESPONSIBILITY: ACCOUNTING 1. If a company wishes to obtain Direct Billing privileges with the hotel, they must first submit a Letter of Authorization for Direct Billing" to the Accounting Office. 2. The "Letter of Authorization for Direct Billin

GOAL: This procedure is designed to insure all measures are in strict adherence to our Corporation’s primary financial controls regarding cash handling/cashier procedures. SCOPE: To control and monitor all cash, check, and credit card transactions at the front desk in order to effectively preserve and maintain hotel assets, maximize revenues, and promote operational efficiencies. PROCEDURE: Controls Each clerk will be issued an individual bank, upon completion of a Bank Reque

GOAL: Cash can occasionally be paid out on behalf of a guest and posted to the guest's room account. SCOPE: To outline guest paid-out procedures. PROCEDURE: Paid outs can be made for: • Payments to transportation companies. • Payments to florists. • Refund of account balance when paid in advance by cash. (Do not use paid out when guest paid by check at check-in.) Paid outs cannot be made to a guest as a cash payment when the guest is settling his accounts with a credit card.

VISION: All rebates or adjustments for charges posted to a guest or group master account must be prepared on a rebate slip and submitted to an authorized member of management or designated associate for approval. SCOPE: To outline rebate procedures. To control rebates and define required authorizations and approvals for rebates. AUTHORIZATION: Rebate authorization will originate with the Front Desk Manager, Front Office Manager or Rooms Director/Director of Operations. All re

GOAL: All guest charges (vouchers, guest checks, etc.) from all hotel operating departments will be processed through the Front Desk. SCOPE: To ensure the proper posting and billing of all guest charges. PROCEDURE: GENERAL Copies of each day's charges for all departments must remain at the Front Office for at least seven days from the date of posting in case a question should arise concerning the charge. Supporting documents or validation are required for every charge voucher

GOAL: Petty Cash disbursements from the Front Desk will be made in emergency situations only when the General Cashier is not available PROCEDURE: All Petty Cash disbursements should be from the General Cashier. A Petty Cash slip must be completed listing the following information: • Amount (not to exceed $25.00). Include attached receipt. • Reason/What it is for. • Account number to which it is to be charged. The Executive Committee member and General Manager or Controller mu

GOAL: All properties will follow a formal procedure for the control and use of Gift Certificates. SCOPE: This policy will cover individual property Gift Certificates as well as franchiser Gift Certificates. To offer basic procedures for the control and use of Gift Certificates for Front Desk, Food and Beverage Outlets, Gift Shop and Accounting. RESPONSIBILITY: The overall Gift Certificate Policy will be monitored by the Controller. PROCEDURE: FRONT DESK/NIGHT AUDIT All Gift

GOAL: Guests are required to pay cash in advance when no other form of credit is available at check in. SCOPE: To reduce the risk of uncollectible folio balances to include charges from all outlets. To establish handling procedures for the Cash-In-Advance guest. PROCEDURE: When a guest cannot produce an approved credit card at check-in (in accordance with our SOP # FO-1, "Front Office Credit Policy") the "Cash-In-Advance" procedure will apply. The guest must be advised that h

GOAL: All properties will follow credit procedures as established herein in handling guest room accounts SCOPE: To outline procedures for establishing and maintaining proper guest credit during the check-in process and throughout the guest's stay. To ensure that proper credit controls are in place and maintained. To minimize bad debt losses which will negatively affect hotel profitability. PROCEDURE OVERVIEW: This procedure describes the role of the Front Office in the cr

Property and hotel site inspections are vital to ensuring facilities uphold quality standards and that all operational aspects align with...

Checking in a guest at hotel reception is often the first step in creating a memorable experience. From the moment a guest arrives, the...

SOP # Date : Revised : Objective: To equip front desk agents with the knowledge and skills to effectively and professionally communicate...