Front Office Operation-HCTI

Front Office Cashiering and End of Day Process

Table of contents
Maintain guests’ financial records Level (2)…………………….………………………….02
Cashiering Procedures :……………………………………………….…………..03
Company/Travel agent account :……………………………………………………………04
Present folio to guest :……………………………………………….……………..05
Accept payment :………………………………..…………………………….06
How to use Card Machine (P.O.S) :………………………………………………………………07
DO’s & Don’t Upon check out :………………………………………………………………09
Cash Flow :………………………….………………………………….11
Types of Front Office Ledger Accounts in hotels:………………………………………………12
Daily Summary Report (Tabular Auditing)………………………………………………………..14
Transaction Posting :……………………………………………………………..16
Balance Food and Beverage outlets :……………………………………………………………..18
Audit and keep things ready for the End of the Day:…………………………………………..19
Check the Rate check report / Rate variance report:………………………………………….20
Check Pending Arrivals: :……………………………….……………………………..21
Pre-End of Day Final Check :……………………………………..……………………….22
Unit: 3 The Main Security Functions of Hotel Front Office…………………..………………24
Front Office Functions for Guest Security:……………………………………………………….25
Fire Safety :………………………………………………………………27

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Unit 1: Maintain guests’ financial records Level (2)

1.1 Operating Ratio

They provide information and data which help guide and control the affairs of the business and
practice calculated daily. At the end of each day, they give an indication of the progress of the
business. The principal Occupancy ration analysis is as follows.

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1.2 Cashiering Procedures

In this topic you will learn about method of payment and handling cash, credit cards, vouchers, and third-party
payments.

Learning Outcome
At the end of this topic, you will be able to:
• Recognize the different types of payment.
• Perform the payment procedures systematically.

Different Types of Payments

• In this topic you will learn how guests settle their accounts for accommodation, meals, and
other extra charges such as laundry, spa, gym and other items they may charge.
• There are generally two ways of paying an account as set out below:

1.3 Different Types of Payment

Guest Account

Own Account Account Settled

Settletd By by Company or
Guests Travel Agent

Cash Credit Card City Ledger

Payment Payment Payment

Received on day Received as per Received as per
of departure Policy Policy

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Own accounts

• These will be settled by the guest as they depart. Payment will be made with local or foreign
currency, cheque, or bank cards.

1.4 Company/Travel agent account

• This account is not settled by the guest when they check out, as the booking will have been
made through a Travel agent or Company who will have already received payment from the
guest.
• The bill and attached voucher will be transferred to the Accounts Department who will follow
up with Travel Agents.
• We call this set of account ‘City Ledger ‘.
• Make sure to have payment guarantee letter from company or Travel agent precisely and never
let the guest from Travel Agent knows the room rate they are being charged.
• If they asked, you could refer to the rack rate or ask the guest to check with their agent.
• This account is not settled by the guest when they check out, as the booking will have been made
through a Travel agent or Company who will have already received payment from the guest.
• The bill and attached voucher will be transferred to the Accounts Department who will follow up
with Travel Agents.
• We call this set of account ‘City Ledger ‘.
• Make sure to have payment guarantee letter from company or Travel agent precisely and never
let the guest from Travel Agent knows the room rate they are being charged.
• If they asked, you could refer to the rack rate or ask the guest to check with their agent.

1.5Handling Payment Process

Explain the Accept the

Prepare the Present folio Deal with
Charges as Payment
Guest folio to the Guest
require late charges

• The guest folio must contain the following information:

• Guest name and room number
• Date of service
• Details of the transaction (the charges such as accommodation, food and beverage items,
additional services such as laundry, mini bar, etc.)
• Amount to be charged.
• Guest authorisation such as a signature

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1.6 Present folio to guest

• After confirming the guest room number, print out and/or present folio to guest and let the
guest check the transaction.
• If the guest agrees with the amount on folio, start processing the payment as per the guest
wish (Cash, Card, or Cheque)
Traveler Cheque

1.7 What’s the Traveler’s cheques?

Guests who provide traveler’s cheques as a form of payment must sign the traveler’s cheques in front
of the guest service agent and provide appropriate identification such as a passport or driver’s license.
Guests often confirm this method of payment at check-in which enables guest services to prepare
themselves to follow necessary procedures.

Explain charges as required.

• When guests have any queries about the charges on their bill, the receptionist should be
able to answer the query.
• Who processed the transaction?
• What is the detail of the transaction?
• Accommodation charges
• Other charges and individual departments
• Other charges and the front office
• Telephone and Internet charges.

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1.8 Accept payment

After agreeing the amount by the guest, payments will be handled three different ways as per
establishment policy. There are general procedures for handling each of the following:
• cash payments.
• card payments and
• voucher payments.

Handling Cash Payment

Guests can pay their own accounts by cash which will either be the local currency or foreign currency.
When you handle cash, follow these steps:
• Ask the guest if they would like to pay in cash or card.
• Inform the guest of the amount you are going to charge them.
• Make sure the cash you are given is not fake or damaged.
• Check how much change you need to give with a calculator or computer system.
• Count the cash change carefully and count it in front of the guest before giving it to them.
• Give the guest a cash receipt and keep another for yourself.
• always make sure the cash is locked away safely.

How to organize cash

• Use a plastic cash divider.

• Find one with the right size to fit in your secure box/drawer.
• Keep the cash organized in compartments for different notes and currencies.
• If you do not have a cash divider, use a secure drawer or box. Keep the cash tidy.
• Make sure that there is enough change to last you through the business day.
• If you have too many large bills, try to exchange them for smaller bills from Account
department.

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1.9 How to use Card Machine (P.O.S)

• Swipe the card into the card reader.

• Select the right type of account.
• Insert the amount of the transaction.
• Double Check if it is correct amount and press ‘Enter.’
• Ask the guest to insert ‘PIN’ and Enter
• Allow time for transaction to be processed.
• The receipt will be printed.
• Tear off receipt and ask guest to sign.
• Keep merchant copy of receipt and attach customer copy to the guest invoice
and return to guest.

1.10 Handling Voucher Payment

• A voucher is a receipt by which a third party (usually a travel agent) acknowledges that the guest
has already paid for the service.
• This will mostly happen if your hotel is registered to an online booking platform or contract an
agreement with Travel Agent.
• The guest should give you the voucher during check in.

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What you need to check

• Property’s name on voucher and guest name

• Arrival, departure date, room
• Validity
• Package type.
Depending on the travel agent/company
• Some vouchers will need to be kept with the receipt.
• Some vouchers will need to be sent back to Travel Agent
Dealing with Late Charges

Goods and services that have been provided to guests, but not included the guest’s account
before departure.
There may have last minutes consumption such as:
• Breakfast or lunch at restaurant before check-out
• Mini bar in the room
• Airport transfer
Reconfirm with guest to include all charges before you print folio.

Key Point
• Ensure that all valuable left in the safe deposit box is handed back to the guest.
• Make sure that the guest has filled in a comment card. If not, please hand over a comment
card to the guest.
• Housekeeping and outlet cashiers are regularly informed of check-outs.
• Update the guest history card if this must be done manually.
• Make sure that the keys are returned and that there are no damages in the room.
• Walk the guest to the car and bid farewell whenever possible.

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1.11 DO’s & Don’t Upon check out

Do Don’t
• Prepare in advance whenever possible. • Rush and let mistake happen.
• Ensure that all charges are posted. • Be careless with other's people
• Check for accuracy. money.
• Allow the Guest to check. • Be afraid ask for help.
• Be careful when handling cash. • Make calculation errors.
• Know the Hotel credit policy.
• Follow the set procedures.
• Ask for Help if you need.

1.12 Currencies Lists with Symbols

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Soft Currency

Soft currency, also known as weak currency, is legal tender money sensitive or volatile to market
conditions. Its value is less than other currencies as traders and investors prefer holding it less. So, the
prime reason any currency turns soft is its declining demand and lower acceptance in the global
market.

Hard Currency

Hard currency refers to money that is issued by a nation that is seen as politically and
economically stable. Hard currencies are widely accepted around the world as a form of payment for
goods and services and may be preferred over the domestic currency.

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1.13 Cash Flow

Cash flow refers to the movement of Your Place

money in and out of a business. Let Profit and Loss Statement
for period ending Day, Month, Year
me break it down for you:

Cash Sales 48,620.00

1.Inflows: Cash received from various Credit Sales 11,000.00
sources, such as sales revenue, Total Sales 59,620.00
Less COGS
interest, investments, royalties, and
Opening Stock 10,000.00
licensing agreements. Purchases 25,300.00
Ending Stock (15,000.00)
2.Outflows: Money spent on
Total Cost of Goods Sold 20,300.00
expenses, capital expenditures
(CapEx) Capital Expenditure, and Gross Profit 39,320.00
other financial obligations. Operating Expenses
Wages 17,620.00
Companies use cash flow to assess Wages on costs 3,524.00
their liquidity, flexibility, and overall Rent 1,815.00
Insurance 1,650.00
financial performance. Positive cash
Office Supplies 550.00
flow indicates that a company’s liquid Total Operating Expenses 25,159.00
assets are increasing, allowing it to
cover obligations, reinvest, and Net Profit 14,161.00
provide a buffer against future
challenge.

Learn more

investopedia.com
1.14 Trai Balance Report
2
A trial balance is a financial report that lists the closing balances of all accounts in a
company’sinvestopedia.com
general ledger at a specific point in time. It ensures that the total debits equal the total
credits. Bookkeepers 3 and accountants use this report to consolidate T-accounts, identify
discrepancies, and prepare financial statements. The format typically includes columns for account
corporatefinanceinstitute.com
number, name, debit balance, and credit balance. If the trial balance is out of balance, it indicates an
error that needs further
4 investigation.

en.wikipedia.org

+2 more
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1.15 Types of Front Office Ledger Accounts in hotels:

There are three types of ledger accounts used in hotel front office accounting.

1) The Guest Ledger

2) The Advance or Deposit Ledger

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3) The City Ledger / Accounts Receivable (AR) Ledger

1.The Guest Ledger, which is maintained at the front desk, consists of all of the charges made by guests
registered in the hotel. Information contained in this ledger is from the accounts receivable ledger
(money owed to the hotel), which comprises the guest ledger (also known as transient ledger, front
office ledger, or rooms ledger)

2. Deposit Ledger – All deposits that have been collected for future reservations are kept on the deposit
ledger. On the date of arrival after completing the Check-in the amount from the deposit ledger is
transferred or moved to the Guest.

3. The City Ledger (also known as non-guest ledger). The guest ledger contains account information
on guests who are registered at the hotel. The city ledger contains account information on non-guests
who have charge privileges. The incoming and outgoing cash statements are used to monitor (or track)
all the money coming into and going out of the hotel.

During the cashier’s shift, folios charged to the city ledger are filed by order of room number; other
charges are filed by origin, such as a coffee shop, gift shop, or banquet. Before a check is charged to
the city ledger, the cashier should verify the calculations and tip computation, and be certain that it has
been signed.

Occasionally the cashier is requested to transfer an amount from one guest account to another.
Transfers also may occur between the guest ledger and the city ledger. In such cases, the cashier must
fill out a charge credit slip with the amount, the name of the person being charged, and the name of the
person being credited. This voucher must be validated for both transactions.

1.16 Summary of Types of Ledgers Used in Hotel Operations:

Guest Ledger:

• The Guest Ledger, also known as the Folio, is one of the most crucial ledgers in a hotel. It
maintains a record of all financial transactions related to individual guests during their stay.
• This ledger includes charges for room rates, additional services (such as room service, laundry,
or telephone usage), and payments made by the guest.
• It provides a detailed breakdown of the guest’s account, allowing both the hotel staff and the
guest to review and verify charges.

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City Ledger:

• The City Ledger is used to record transactions with entities other than individual guests. This
ledger is primarily for corporate clients, travel agencies, or other organizations that may have an
established credit relationship with the hotel.
• Transactions in the City Ledger include billing arrangements, credit limits, and payments made
by the third-party entities.
• It helps the hotel keep track of outstanding payments and credit limits for different city ledger
accounts.

Advance Ledger:

• The Advance Ledger, also known as the Deposit Ledger, is used to record any advance payments
made by guests before their actual stay.
• This ledger is essential for tracking prepayments, ensuring that the correct amount is applied to
the guest’s account during their stay.
• Advance payments could be made for room reservations, special packages, or any other pre-
booked services.

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1.17 Daily Summary Report (Tabular Auditing)

1.18 Daily Cash Summary Report

It is a statement of a business that is used by the stakeholders of the company to supervise the
working of the company. Many transactions are carried out each day. Some transactions are carried
out in cash. It is essential for a business to keep a record of such transactions, and for this purpose a
daily cash report is prepared.

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1.19 Transaction Posting

Posting in accounting refers to the transfer of balance from one ledger to the general ledger to make it
easy to understand the accounting, and this posting in accounting is done at regular intervals, i.e.,
monthly, quarterly, half-yearly, or yearly depending upon the size of entity and volume of transactions
of the entity.

Unit 2: End of Day Process

The hotel night audit is a crucial process that takes place at the end of each day. This
process is essential to ensure that all financial records and data are accurate and up to
date. The night audit involves a series of tasks that need to be completed, including
balancing the day’s transactions, verifying room rates, and reconciling payments.
During the night audit, the front desk team will close out all open accounts and ensure
that all charges have been posted accurately. They will also verify that all room rates have
been charged correctly and that any discounts or promotions have been applied as
intended. Additionally, the night audit team will reconcile all payments made by guests,
including cash, credit cards, and other payment methods.

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Once all transactions have been reconciled, the night audit team will generate various
reports, including the daily revenue report, occupancy report, and other financial reports
that management may require. These reports provide essential information for the
hotel’s management team to make informed decisions about the hotel’s operations.
The Front Office Audit is usually referred to as a Night Audit because hotels generally
perform it during the late evening hours. Before the implementation of automated front
office systems, The most convenient time to perform the audit was during the late
evening and early morning hours, This helps the front office personnel to work with
minimal interruption, and most of the hotel outlets and revenue centres are closed
during this time.
The audit is a daily review of guest account transactions recorded against revenue centre
transactions. The routine helps guarantee the accuracy, reliability, and thoroughness of
front-office accounting.

2.1 Hotel Night audit is generally comprised of the below functions:

• Night Shift Commencement:

• Taking the shift handover from the evening shift.
• Counting and tallying the cash float.
• Printing essential Shift reports.
• Opening the Night Audit Cashier.
• Reading the Logbook and listing down any pending tasks/follow-

ups from the evening shifts.

• Look for any unclear traces for the day and take necessary actions.

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2.2 Balance Food and Beverage outlets:

Balance is the amount of an account at a point in time.

• The Outlets will close their day, hand over the Check copy, and drop the cash
collection at the front desk.

• Print the Outlet sale report from the Front office software ( PMS) and tally / balance
the revenues with a similar report from the Point of Sale ( POS ) software. This will
ensure that all revenues generated at the POS have been captured by the PMS.

• If there are any missing checks then the same has to be posted manually, Likewise,
any duplicate postings have to be voided.

• Tally the cash posting in PMS and print the cash receipt for the dropping done by
the restaurant team.

• Check if there are any Tips for the restaurant staff on credit card, Hand over the
same after making the corresponding paidout entry on the system.
• Once all restaurants had dropped their cash check out of the Payment Master
room (PM) for Cash, Credit Card, and City Ledger. (Eg: 9001, 9010, 9015 etc.)

• Check the lost posting PM to see if there is any lost interface posting lying on the
folio.

• Check out the Lost posting PM room after taking any corrective / allowance.

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2.3 Audit and keep things ready for the End of the Day:

• Keep the duplicate copies of restaurant checks sorted according to the floor
number / Room number and place them in the respective room folders/slots.

• Print the Payment made today by all Methods of Payment (Cash, Credit card, Bill
to Company, etc.) and tally the same with the corresponding payment for the day.

• Take out all Invoices generated for the day and Tick mark net to the amount on the
‘Payment report’ for the day to indicate that the payment type and the amount
appearing on the folio is matching with the amount and type on the report.

• Reconcile all bills to company settlement for the day and make sure that the
corresponding billing letter and copy of the restaurant checks are attached to the
same.

2.4 Print Reports for all interfaces from PMS:

• Posting report for Telephone postings.
• Posting report for Internet postings.
• Posting report for In Room Movie rentals.
• Refer to the server report for all the above interfaces and tally the revenue
with those posted on the PMS.
• Circle the last transaction to verify and also to ensure that the last charges
were posted in the evening and not stopped sometime during the day.
• Reconcile all posting these must balance guest accounts.
• Sign all the posted reports.
(Note) Log all Vacant Rooms and resolve room status and discrepancies.
Count the key in the slot (For hotels using Manual Metal keys)

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2.5 Check the Rate check report / Rate variance report:

• Make sure that the correct room rate is entered into the reservations.
• Any Zero rate rooms to be investigated and identified for Sharer, Complementary,
House user, or PM rooms.
• Investigate all Rate discrepancies.
• Check for the correct assignment for Market and source segments to the
reservation.
• Verify that everything is correct by ticking or highlighting both the rate and the
reservation/billing instructions.
• Sign off on the report once completed.

2.6 Balance Credit Cards:

• Print the ‘Payment report only Credit Card’ report from PMS.
• Perform the Batch closing on all EDC / CCD machines.
• Compare the settlements on the Batch close report with the ‘Credit Card’ report
printed from PMS.
• Place a tick next to the amount of the report to indicate that the paperwork is in
order and complete.
• Do this for ALL payments made today. All paperwork must be filed for the report.
• Please ensure the end-of-day credit card terminal docket says the settlement is
successful.
• Complete the Credit Card Reconciliation Form.
• Both PMS and credit cards must balance with each other.
• Complete settlement on all the credit card terminals – after midnight
(Note) (EDC= Electronic Data Capture) / (CCD = Charge-Coupled device)

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2.7 Check Pending Arrivals:

• Check all pending arrivals left.

• Show check-in for those rooms that have been prepaid or have a guaranteed
payment from an agent or Company.
• All non-arrivals that have not been prepaid need to be processed as a no-show
during EOD- (End of Day).

Check Pending departures:

• Review pending departures.

• If there are any departures left cross check the same with the bell boy errand card
for departures to make sure that the room has departed. And show checkout for
the same on the system.

Balance Cash:

• Retrieve the Payments as of now sorted by MOP printed earlier.

• Verify all cash drops.
• Balance any paid outs from the same or previous days
• Prepare deposit slip and express banking bag for net cash and cheques.

Cash Register closure:

• Cash Register / Cash register closure. You must ensure all cash registers are
closed (the only way to do this is to ensure you have all the cash register closure
reports).

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• You must ensure that there are no outstanding departures/arrivals (including

group masters).
• Print Shift Reports before closure.
• Ensure that all postings are accounted for.
• Close Cash Register.
• Sign on the report printed while closing the cash register.

2.8 Pre-End of Day Final Check:

• ALL Cash registers are CLOSED (reopen and close all registers to ensure they are
closed)
• There are NO departures still to depart.
• There are NO non-guaranteed arrivals still to arrive (including group masters).
• Check if there is a printer connected with enough paper loaded onto the
computer you are running the EOD on.
• Log out all computers except the one on which the EOD will be performed.
• Inform all outlets not to settle any checks till the time the EOD is completed.

2.9 Start End of Day / Night Audit Process on the Front Office software

After the EOD Process is completed:

• Print newspaper reports and complete daily newspaper order forms.

• Hand over the Newspaper report to the Bell Desk team.
• Report set to be printed for the General Manager and all HOD’s.

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• Re check-in all PM rooms for the POS postings (Cash, Credit Card, City Ledger,
Lost posting)

(Overall, the night audit is a critical process that ensures the hotel's financial records
are accurate and up to date. This process helps the hotel to maintain its reputation and
ensure guests have a positive experience during their stay.)

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Unit: 3 The Main Security Functions of Hotel Front Office

The Front Office Department plays a crucial role in ensuring the

security of a hotel. This department is responsible for managing the
entry and exit of guests, employees, and visitors. They also handle
the security of the hotel’s assets, such as cash, valuables, and
confidential information.

One of the primary functions of the Front Office Department

is to monitor the hotel’s CCTV cameras. These cameras are
strategically placed throughout the property to ensure that all
areas are covered. The Front Office Department staff are
trained to identify any suspicious activity and notify the appropriate personnel
immediately.

In addition, the Front Office Department is responsible for

handling emergencies, such as fire or medical incidents. In
such cases, they are trained to remain calm and act swiftly to
ensure the safety of guests and employees.

Overall, the Front Office Department plays a critical role

in ensuring the security and safety of a hotel’s guests,
employees, and assets.

Although the role of the Front Office is the responsibility

of every guest, Front Desk staff plays an important role as
they have the opportunity to observe all persons entering or departing the premises.

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The Main Security Function of the Front Office is protecting the Guests and Property.
They are 1) People: Guest’s health, comfort, or well-being. Employees & others. 2)
Property – Hotel Equipment, machinery, Hotel Room Supplies, fixtures &
fittings, software, revenue, reputation, etc.

3.1 Front Office Functions for Guest Security

• The Front Desk staff should never disclose information about the guest to
anyone.
• Front office staff should prohibit the staff from providing any information about
the guests to any caller or visitors.
• Should never give room number, room keys, and messages or mail of the guest
to anyone else.
• Screening of caller before connecting the call to the guest/ no connection of
the call without the permission of the guest.
• Should also inform the guests of personal precautions they may take.
• The bellboy should give instructions to the guest on equipment use.
• Flyers/ pamphlets of safety tips should be placed in the rooms.
• Front Office Staff also help protect guests’ personal property.
• Front Office staff is also important to asset protection (charging guests for
breakages etc.).

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3.2 Point to Consider in Safety

Accidents & Personal Safety:

• Note and report any obstructions in any hotel areas which may cause a safety
hazard to the staff or guest. Eg. Broken glass, sharp objectives, slippery floors,
loose Plugs and Wall Socket.
• Never use equipment, broken plugs and plug tops.
• Do not have wires running across corridors.
• Switch off and remove the plug from the plug base before cleaning electrical
equipment.
• Pick up anything that falls on the floor. Clean up spillage eg: Water, food, oil etc
immediately.

3.3 Point to Consider in Safety

• Do not put anything on the floor

which will cause you to triple or topple and cause a floor.
• Do not block corridors.
• Do not lift or carry heavy objects, always get the help of a college.
• Do not use the spine to lift things, bend down from your knees.
• Allow the weight to be taken by legs. make sure that you keep your feet apart.
• Do not stand on one foot. Balance your body weight on both feet by standing at
ease.
• Face computer, equipment directly.
• Sit straight with both legs placed on the ground.

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• Have the correct distance (1.5 or 2 feet) from the computer screen when you are
working.
• Report to the Doctor if you or another is carrying an infectious disease.

3.4 Fire Safety

• Abide by the hotel’s fire policy and advise or report any hazards immediately.
• Do not block fire escape routes. They are not meant to store garbage but to save it
alive.
• Become familiar with the fire escape routes.
• Become familiar with what you should do in case of fire, your responsibility
towards the guest, staff, and the hotel.
• Attend the fire training.
• Hotels should be safe places to work and visit, but sometimes, unexpected
situations might happen.
• It is important that you have some basic knowledge of fire and safety so that you
can help in these situations.
• Become familiar with the location of the fire extinguisher.
• Points to Consider in Security Personal
• Do not take out anything which belongs to the hotel without prior permission. Eg:
Box of matches
• Take personal responsibility for the security of
yourself, your colleagues, the guests, and the
property.

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3.5 Emergencies

• Be familiar with your property's current procedures for:

• Fire
• Bomb threat.
• Robbery
• Earthquake/hurricane/snowstorm/flood
• Any other emergency particular to your property

မီးသတ်ဆ ီးဘီးအသုံီးပပြုပုံ

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