Front Office

A PMS delivers a consistent service level, allowing you to recognize, check in, and check out guests efficiently.

Your PMS database of guest information, rates, and inventory allows your team to save to save time, increase productivity, maintain accurate information and maximize revenue per available room.

This team is the “pulse” of your hotel operations, interacting with the guest on many different levels to help ensure an enjoyable stay.

A well hired and trained team can assist in enhancing future revenues, based on their engagement with your guest.

Room assignment accelerates the check-in process and helps the particular requirements from guests be met in advance of their arrival.

Meeting the guests’ requests increases satisfaction and secures loyalty.

A reservation is the first interaction of a guest with a hotel. Ensuring that guests get the accommodations when they expect them is the easiest way for a hotel to reduce complaints and increase guest satisfaction. Guest Service Representatives need to demonstrate warmth and friendliness through the reservations process.

Knowledge & Understanding of making reservations within ChoiceAdvantage affects the overall guest experience.

Taking reservations is the most reliable revenue stream for many hotels, and they affect everything from profit margin to staffing. An efficient and effective reservation system adds to the hotel’s profitability.

A guest’s arrival and check-in are an essential part of their stay. You want your guests to be welcomed and attended to. At check-out, you are leaving the last impression to the guest.

Check-In & Check-out are important touchpoints for every guest. A positive experience is central to your operation because getting it right means your guests will talk positively about your hotel in reviews, and even return as loyal customers.

It is essential to know your hotel’s cancellation policies, share them with guests, and how to implement them correctly. When guests cancel, remember they may be a customer in the future.

Cancellation policies that are too restrictive can result in the hotel losing revenue. A cancellation policy that makes sense for your hotel will allow hotel owners to manage room inventory and staffing better, as well as provide guests with up-to-date booking options and availability.

It is important to review what causes hotel no-shows. Key reasons to explain no-shows include multiple bookings made by guests checking in at the correct hotel brand but the wrong property. Cancellation of the wrong reservations or administrative mix-ups such as incorrect date, wrong name-spelling etc., can also cause no-shows.

If the cardholder disputes the charge, the transaction becomes a No-Show dispute, and the hotel is contacted for justification. It is essential to know how to handle no-show guests and the revenue generated.

Credit cards are a preferred method of payment for guests over cash. The funding time for most credit card payments is typically much faster than other payment methods like ACH or check.

Accepting virtual cards is important, especially when your hotel targets business travelers. Virtual cards allow companies to pay for employees’ rooms without using business credit cards and enhance room booking opportunities.

Credit card acceptance is how you increase cash flow and speed up the time it takes for you to get paid.

Excellent communication skills can enhance a guest’s experience as it shows that you are listening to them, valuing their feedback, and conveying clear messages. This leads to guest loyalty, increased business, and eventually, the hotel becomes more successful.

Answering the telephone and answering emails should always be prompt, clear, and welcoming. Using good morning/ good afternoon /good evening is essential on the phone, followed by the hotel’s name. Email communications should be answered within the same business as received.

A failed communication with guests can affect the hotel’s business in many ways. The hotel can lose valuable future business as negative reviews-online and offline- can influence the hotel’s reputation.

Adjustments to room rates occur due to service recovery issues.

Adjustments can be costly to your hotel, affecting profit margins.

An early departure fee is a revenue management tool to prevent evasion of restrictions applied to bookings for fewer nights. The early departure fee is often the cost of one night’s stay. This typically only applies to refundable bookings, as it doesn’t make sense to charge an early departure charge if it is a prepaid reservation.

Most housekeeping staff goes home between 2 pm to 4 pm, which means that late-checkout rooms are generally left empty until the following day, preventing the hotel from selling that room after you check out. Late departure fees deter people from overstaying past check-out time. The fee is usually around $25.00.

These fees can protect the hotel from losing revenue.