Hotel Front Office Management, 3rd Edition

GUEST HISTORIES 251operating procedures, which are handled electronically in a property management system.The back office transfer option enables the controller or front office staff to transferaccounts that require special handling or adjustments.Checkout Reports Available with a PropertyManagement SystemThe front office manager will want to review and analyze various data produced duringcheckout. Most of this information is financial. The data can be grouped into categoriesas the front office manager desires: method of payment and the respective amounts, totalroom sales, total room count, and total room sales by type are some sorting options.Room status and occupancy availability can also be tracked. The number of guests whoactually checked out versus the number who should have checked out can also be compared.An analysis of guests who understayed or overstayed their reservations can bemade. The reports option of the checkout module in the PMS allows the front officemanager, director of marketing and sales, controller, and other department heads to reviewthese statistics. Figures 9-3, 9-4, 9-5, and 9-6 are examples of the reports availablefrom this module.Guest HistoriesGuest histories are marketing analyses of guests’ geographic and demographic informationthat also provide information about guest activities while staying at the hotel. ThisFigure 9-3. Method of payment report option of a PMS.2/15 Method of PaymentType Gross NetV $ 456.98 $ 431.56MC/ 598.01 565.20JCB 4,125.73 3,202.11Direct bill 105.34 105.34Cash 395.91 395.91TOTALS $5,681.97 $4,700.12TLFeBOOK