RESERVATIONS

Introduction

Front Office Computer is an automated system that can be used to display room availability, book reservations, handle check-in and check-out, post room charges and credits, display room status, monitor guest balances, and generate reports.

The program consists of four basic modules, as follows:

1. Reservations

2. Front desk

3. Accounting

4. Reports

Reservations

The reservation module is used to display room availability, book individual reservations, retrieve, display, and update reservation data; and display property facilities and policies.

Front Desk

The front desk module is used to list scheduled arrivals, display and update room status, check in arriving guests and display or update a guest folio.

Accounting

The accounting module is used to post room charges and tax to all guest account, post auxiliary charges such as restaurant, lounge, and gift shop charges; post credits to guest accounts; display or print the daily balance of all guest accounts and handle check out.

Reports

The reports module is used to display or print guest account balances and front office statistics.

Starting Front Office

To start Front Office, point the mouse to the Icon that says VIP.exe in your Front Office folder you created on your Desktop and then double click..

After a few seconds, the main menu will be displayed, as shown on the next page. To select an option, type the desired number, and then press Enter. For example. To display property facilities, you would type 3 and press enter, or to inquire about a guest account, you would type 11 and press Enter


	RESERVATIONS		ACCOUNTING

	1. Availability & Reservations		9. Room & Tax
	2. Retrieve/Update Reservations		10. Charges & Credits
	3. Property Facilities		11. Account Inquiry
	4. Property Policies		12. Check Out



	FRONT DESK		REPORTS

	5. Arrivals Report		13. Account Balances
	6. Room Status		14. Statistics
	7. Check In
	8. Guest Folio		E Exit

Availability and Reservations

Select option 1 from the main menu to display room availability and book reservations. To obtain room availability, the arrival date and departure date must be entered. The departure date is the date on which the guest intends to depart – that is, the date following the last night of the stay.

Availability

When availability is selected, the program prompts the user for the arrival date and departure date, as follows:

ROOM AVAILABILITY: IN: / / OUT: / /

The dates must be typed between the slashes in the format month/day/year

IN DATE: 04/09/99 OUT DATE: 05/10/99

If an invalid date is typed in either DATE field, an error message is displayed. When a valid in date and out date are entered, Front Office displays the available room types, rates, location, and the number of each type of room available, as seen on the next page

CODE	RATE	TYPE/BEDDING	LOCATION	AVBL
S2K	275.00	SUITE/2 KING	OV/MV/GV	08
S1K	245.00	SUITE 1 KING	OV/MV/GV	08
A1K	180.00	DELUXE/1 KING	OV	13
A2Q	180.00	DELUXE/2 QUEEN	OV	11
B1Q	160.00	SUPERIOR/1 QUEEN	MV	13
B2Q	160.00	SUPERIOR/2 QUEEN	MV	11
C1Q	140.00	STANDARD/1 QUEEN	GV	22
C2D	140.00	STANDARD/2 DOUBLE	GV	19
C1D	120.00	STANDARD/1 DOUBLE	GV	07
COR	109.00	STANDARD/1 QUEEN	SAME AS	C1Q
GRP	109.00	STANDARD/1 QUEEN	SAME AS	C1Q
AGT	89.00	STANDARD/1 DOUBLE	SAME AS	C1D
GVT	89.00	STANDARD/1 DOUBLE	SAME AS	C1D

The following fields are displayed:

CODE Room Rate code

RATE Daily Rate

TYPE/BEDDING Description of room type and bedding

LOCATION Room location code

AVBL Number of rooms available

The prompt > appears at the bottom of the availability display. To return to the menu without booking a reservation, press Esc. To sell a reservation, type S at the > prompt.

Reservations

To sell a reservation room availability must be displayed for the desired check-in date and length of stay. (See “Availability”) When availability is displayed a reservation can be sold by typing S.

The user is prompted for the number and type of rooms, as follows:

SELL ROOMS: TYPE:

First, type the number of rooms. If the number consists of two digits, the cursor advances to the type field automatically. If the number consists of one digit, press TAB to advance. Next type the code for the desired room type. Refer to the availability display for the proper code. (Note: If you typed the number incorrectly, you can return to the ROOMS field by pressing Esc.)

Example:

SELL ROOMS: 1 TYPE: A1K

When the number and code are typed, a blank guest reservation record is displayed, as seen on the next page, with the arrival and departure date filled in based on the requested dates

NAME

ARRIVAL DATE

DEPARTURE DATE

PHONE

( )

STREET

CITY

ACCOMMODATIONS DESIRED

OPTIONS:

EX-

RA-

RC-

CR-

RATE QUOTED

DEPOSIT

FOP

NUMBER OF GUESTS

NUMBER OF ROOMS

MADE BY

PHONE

TAKEN BY

EXPECTED ARRIVAL

GUAR:

COMMENTS:

CNF. # :

Front Office fills in the arrival date and departure date automatically, based on the in date and out date previously entered. In addition, the program inserts the rate quoted and the number of rooms, based on the room type code entered previously.

Entering Reservation Data

For consistency, only uppercase letters can be typed in the reservation record. When typing data, press Tab or Enter to advance to the next field, or Esc to return to the previous field. Press Tab to skip a field. When the end of a field is reached, the cursor advances automatically. For example, if a field is 12 characters in length, the cursor will advance after the twelfth character is typed. If fewer characters are typed, press Tab or Enter to move to the next field.

Name

Observe the following guidelines for name entries: Type the surname (last name) first, followed by a comma, a space, and the first name or initial. The use of titles, such as Mr., Mrs., or Miss, is optional; periods should be omitted.

Example:

CLARK, MR & MRS

ANDREWS, JAMES

HARTFORD, C

Although titles are optional, consistency and clarity are essential. After typing the guest name, press Enter twice (or TAB twice to avoid the arrival date area) to advance to the second line of the NAME field. The second line may be used for a second guest name, or the name of a company, group, or Travel Agency.

Example:

DATA DYNAMICS CORP

AMERICAN NURSES ASSOC

AMI TRAVEL

In the second line of the NAME field, type the desired data, and then press Enter (or TAB) twice. (To avoid the departure date area)

Phone

In the PHONE field, type the client’s home or business phone number.

Example:

(415) 555-1203 H

Any format may be used for the telephone number, but consistency is important. An abbreviation such as H or B can be added to indicate a home or business phone.

Street Address

In the STREET ADDRESS field, type the client’s street address or mailing address.

Example:

2118 N OAKBROOK DR

P O BOX 1103

Abbreviations and some punctuation – such as semicolons or hyphens – may be used in the street address. For consistency, however, periods and commas should not be used.

City, State Zip

Three fields are provided for the city, state, and zip code. In the CITY field, type the full city name. Unless the city name is unusually long, avoid using abbreviations. When necessary, use standard abbreviations, such as ST for Saint or FT for Fort.

In the STATE field, type the two-letter abbreviation for the state. Always use the correct postal code.

When the state code is typed, the cursor automatically advances to the ZIP CODE Field. Type the zip code and press TAB or Enter.

Example:

SAN FRANCISCO CA 94100

Accommodations Desired

Front Office automatically fills in the type of accommodations desired, based on the reservation sold. To accept the room type, press Tab. If you wish to change the room type code, type the new code over the existing code.

Options

Four fields are provided for room options requests. To enter an option, type the number of each option that is needed next to the corresponding code. The option codes are interpreted as follows on the next page.

EX Extra person staying in the room

RA Rollaway bed for an adult

RC Rollaway bed for a child

CR Crib

An extra person must be indicated whenever more than two adults are staying in a room. For example, to accommodate a party of three adults in one room, a room must be booked with one extra person (EX) indicated by typing a 1 next to the code. Depending on the bedding provided, a rollaway bed may be required. A maximum of five persons may be allowed in a room during peak periods, with two beds and a rollaway.

To skip over an option field without entering a request, press Enter or TAB.

Rate Quoted

Front Office automatically fills in the selected rate. If you do not wish to change the rate, press Tab to skip the field. Otherwise, type the new rate over the existing rate.

Deposit

If the party making the reservation will send a deposit to the hotel, type the amount of the deposit, and press Tab. Type the full amount, including the cents.

Example

99.00

72.50

124.75

If a deposit will not be sent, or if a credit card will be used to guarantee the reservation, type NA in the Deposit field. The initials NA stand for not applicable.

FOP (Form of Payment)

The FOP field is used to record the form of payment that will be used to guarantee the reservation. Type the two-letter code or abbreviation for the form of payment. The following codes may be used:

CC credit card

CA cash deposit

CR Corporate Account

AD Guarantee to address

If a credit card is used, you must also include the cardholder information in the GUAR field below. If a cash deposit is sent, the mailing date should be entered in the GUAR field, and the amount should be typed in the deposit field. If a reservation is guaranteed to a corporate account, include the account name or ID number in the GUAR field.

If a guarantee is not required, or if the reservations are for a 6P.M. hold, press TAB to skip the field.

Number of Guest

Type the number of adults, either 1 or 2, in the NUMBER OF GUESTS field. If more than two adults will be staying in the room, the additional guests must be entered as extra persons in the EX Option field.

Number of Rooms

The Number of rooms field is filled in automatically, based on the number previously entered to sell the reservation. To accept the number of rooms without changing, press TAB. To change the number of rooms, type the new number over the existing number.

Made By

The MADE BY field is used to record the name of the party who requested the reservation. (Ex: the client, a travel agent, or a secretary) Type the name of the party, and press TAB.

Examples:

ALLISON – VIP TRAVEL

MARY – SEC

MR DONALD

TERI MYERS

When entering a travel agency name, include both the agent’s name and the name of the travel agency, as in the first example above.

Phone

The PHONE field next to the MADE BY field is used for the phone number of the party who requested the reservation. If the client made the reservation, you may type an alternative contact phone in this field. If a travel agent made the reservation, type the agency phone. After typing the phone number, press TAB to advance.

Taken By

The TAKEN BY field is used to record the first name, last name or initial of the employee taking the reservation. Type your name or initials in this field.

Expected Arrival

The EXPECTED ARRIVAL field is used to record the estimated time of day when the guest is expected to check in. Type the estimated arrival time in this field.

Guarantee and Comments

Guarantee information and free comments may be entered on two lines of up to 64 characters each. The COMMENTS field may be used for any free-form remark about the reservation.

Example:

HONEYMOON COUPLE

REQUEST RM 424

REQUEST OCEAN VIEW

The GUAR field is also used to record the specifics regarding guaranteed reservations. The code G- should be used to indicate guarantee information. The following guidelines should be observed.

1. Credit card guarantee. Use the two-letter code for the credit card company as follows:

AX American Express

VI Visa

MC Master Card

CB Carte Blanche

DC Diners Club

Type the credit card number, expiration date, and cardholder name as it appears on the card.

Example:

G-AX655021200012201 EXP 12-99-CHESTER MULBERRY

2. Cash Deposit. If a cash deposit will be sent to the hotel, the date on which the deposit was, or will be mailed should be entered in the GUAR field

Example:

G – DEP SENT MARCH 07

3. Corporate account. If the reservation is to be guaranteed to a corporate account, the account name or guarantee number should be entered in the GUAR field.

Example:

G-GOODYEAR AEROSPACE

G-110359

CNF. # (Confirmation Number) Field

The confirmation number is entered automatically in the CNF. # field when the reservation is saved.

Saving the Reservation Record

To exit from the entry screen, press F10. The following prompt will be displayed:

SAVE? Y/N

If the information is correct, press Y to save the record. If you wish to correct any entries, press N.

If N is pressed the cursor will return to the first field for updating. To modify the record, observe the following procedures:

1. Press Tab or Enter to advance from one field to the next

2. When the cursor is located in the field you wish to change, type the correct entry over the previous entry.

3. When you have completed the changes, press F10.

4. Press Y to save the record.

Generating a Hard Copy

When Y is pressed in the answer to the SAVE? Prompt, the following message is displayed:

HARD COPY? Y/N

To save the record without printing a hard copy, press N. To save the record and print a hard copy, press Y. Be certain that the printer is connected, powered on, loaded with paper, and in the Ready to Print state.

Property Facilities and Policies

Hotel facilities and policies can be displayed as desired.

Property Facilities

Select option 3 to display a property facilities description. When the description is displayed, the Pg Dn and Pg Up keys can be used to scroll the display. Pressing the Pg Dn moves the window down to display more information. Pressing Pg Up moves the window up to display the previous information. To return to the main menu, press F10 or Esc.

Property Policies

Select option 4 to display a list of property policies. When the list is displayed, the Pg Dn and Pg Up keys can be used to scroll the display, as desired. To return to the main menu, press F10 or Esc.

Exercises

The following exercises requires you to book individual reservations. Be sure to read the section on availability and reservations, property facilities, and property policies before attempting these exercises.

Observe the following guidelines as you book each reservation. For corporate guest, type the company name on the second line of the name field. If a corporate ID number is provided, type the ID number in the GUAR field. If a reservation is requested by a travel agent or tour operator, type the agency or tour company on the second line of the NAME field, and type the agents name in the MADE BY field and the agents telephone number in the PHONE field.

I. Book the following reservations. If a printer is available, print a hard copy of each reservation.

Mr. and Mrs. Robert Morgan will arrive on the 3^rd of May and stay 3 nights. They would like a room with one queen bed at the rate of a pool view room. Their home telephone number is (613) 555-6906 and their address is 700 Elm St., West Lebanon, NJ 03789 arrive 4:30

Tami Fischer called to reserve a superior room with two queen beds for arrival on April 29 for 5 nights. Her friend Karen Fields will share the room Tami’s telephone number is (803)-555-1223, and her address is 605 Knox Dr., Charleston, SC 29405. She would like a room on the second floor and will arrive by 5:00 pm.

Leann, secretary to Michael Jardin at Quality Line Products, would like to reserve a room at the corporate rate for Mr. Jardin for arrival on May 10 for one night. The reservation is to be guaranteed to the company, for arrival at 8:30pm. The client’s telephone number is (616) 555-4982, and the address is 3801 Van dyke Ave., Minneapolis, MN 49022.

Wendy, from Vacation Escapades calls to reserve a room at the lowest rack rate for a party of 3, under the name Ms. Joan Riley. The travelers will arrive on April 26 and depart on May 3. Wendy will mail a deposit for one-night stay on December 2. The guest will arrive at 7:00 P.M. The contact telephone number is (702) 555-0998.

Teri Franklin from Westlake Travel calls to reserve a room at the travel agents rate for herself, her husband, and her two children. She will arrive on April 30 and stay 3 nights. The client telephone number is (717) 555-5700, and the address is 5401 E. Carlysle Dr., Lancaster, PA 17601. The Reservation is to be guaranteed to MC 3303 4791 6722, expiring 10/99. The cardholder name is Teri A. Franklin. The party will arrive at 11:30p.m. A crib is requested

Ted Randolph calls to reserve a standard room with one bed for himself April 21 for 2 nights. His home telephone number is (217) 555-0983, and his address is 540 E. Pershing Dr., Decatur, IL 62525. He requests a ground floor room and will arrive at 5:00pm.

Jenny from Cosmopolitan Tours calls to reserve a superior room with 2-queen bed for Mr. And Mrs. Matthew Peasley for May 23 for 10 nights. She will mail a one-night advance deposit on April 4. The Peasleys will arrive at 6:30pm. The agency telephone number is (601) 555-4932

Mindy from Towne Travel calls to reserve an ocean front room with a King bed for Dr. and Mrs. Roger Wycienski for arrival on April 23 and departure on Apr 27. The agency telephone is (805) 555-1343, and the address is 1585 Monterey St., San Luis Obispo, CA 93401. The reservation is to be guaranteed to AX 6987 1221 6543, expiring 8/99. The cardholder is Dr. Roger M. Wycienski. The guests will arrive at 8:00pm.

Sharon, secretary to Mr. Alison Thatcher of Orange Computers, calls to reserve a room for Mr. Thatcher for arrival on May 6 for one night. She requests the corporate rate. Mr. Thatcher will arrive at 9:00 PM. The reservation is to be guaranteed to the company address, 2055 N. 4^th St., San Jose, CA 95115. The contact number is (408) 555-0092.

Mr. and Mrs. E. Gonzales will arrive on the 24^th of May and stay 5 nights. They would like a room with one queen bed at the rate for a garden view room. Their address is 1354 N. 27^th St. Suwanee, GA 30174. They will arrive at 3:00 PM

Mr. Harold Bloomfield will arrive on the 9th of May and stay 2 nights. They would like a room with one king bed and an ocean view. His home telephone number is (301) 555-0893, and his address is 2161 Ivy Lane, Frederick MD 21701. He will arrive at 4:00PM.

June Edgewood calls to reserve a standard room with 2 double beds for arrival on April 30 for 3 nights. Her telephone number is (603) 555-7743, and her address is 1210 S. Broadmoore Rd. Salem, NH 03832. She will arrive at 3:00PM.

Mr. and Mrs. H. Hirohito will arrive on May 5 and stay 4 nights. They would like an ocean view room with 2 king beds. A one night’s advance deposit will be mailed on December 5. The client’s telephone number is (045) 681-3311, and the address is 77 Yamashita-cho, Yokohama, JP 440. The party will arrive at 6:30pm.

The Ringer Family will arrive on April 29 and depart on May 3. The guest will arrive at 4:00PM. Their Home telephone number is (616) 555-5535, and their address is 3420 Cedar St., Mackinaw City, MN 49701. The party will include 2 adults and 2 children. They would like a room with 2 queen beds at the lowest available rate. A rollaway bed for a child is requested.

Mr. and Mrs. Jack O’Malley will arrive on April 30 and stay 7 nights. They would like the lowest available rack rate. The client telephone number is (515) 555-5230, and the address is 3431 E. Dodge St. Des Moines, IA 52001. The reservation is to be guaranteed to VI 4002 1978 3341, expiring 11/99. The cardholder name is Jack T. O’Malley. The party will arrive at 9:00PM.

Tom Piper calls to reserve a deluxe room with one king bed for himself on May 8 for 4 nights. His home telephone number is (406) 555-1902, and his address is 2320 N. Fox Farm Rd., Bozeman MT 59715. He requests an ocean view room and will arrive at 7:30 PM. A one-night’s advance deposit will be mailed on Dec 12.

Mr. and Mrs. Vito Mancini will arrive May 12 for 7 nights. The guests will arrive at 6:30PM. The reservation is to be guaranteed to AX 6254 2232 0091, Expiring 10/99. The Clients’ telephone number is (094) 22312, and their home address is Via Bagnoli Croce 42, Siena IT 53100. Book the lowest available rack rate for a room with one queen bed.

Belinda Goldstein will arrive on May 11 and depart on May 27. She would like a superior room with one king bed, Her telephone number is (716) 555-1818, and her address is 4309 Church St., Buffalo, NY 14202. A one-night advance deposit will be mailed on December 12. The guest will arrive at 9:30pm.

Daryl Swiss of Swiss and Associates would like a room at the corporate rate for arrival on May 7 for 2 nights. He will arrive at 9:00pm. The reservation is to be guaranteed to the company’s address, 480 N. Main St., Bangor, ME 04401. The client’s telephone number is (207) 555-5280.

Mr. and Mrs. F. Wighton will arrive on the 5th of May and stay 5 nights. They would like an ocean view room with any type of bedding. Their home telephone number is (09) 322-3622, and their address is 859 MacQuoid St., Perth, AU 6000. They will arrive at 4:00 PM.

Retrieving and Updating Reservations

Select option 2 from the main menu to display or update an individual reservation. When the option is selected, the following prompt is displayed:

RETRIEVE BY NAME OR CONFIRMATION NO.? (N/C):

To retrieve the reservation by guest name, type N. To retrieve the record by confirmation number, type C.

Retrieving by Guest Name

When N is typed, the following prompt is displayed:

ENTER CLIENT NAME (SURNAME, INITIAL):

Type the guest surname, followed by a comma and the first name or initial, and then press Tab or Enter. If only the surname is entered, Front Office will display the first record for that surname. If the surname and initial are entered, the first matching record will be displayed. If the full name is entered, the name should be typed exactly as it was entered when the record was created.

Examples:

CLEMENS

SMITH, D

JOHNSON, BEVERLY

Retrieving by Confirmation Number

To retrieve a guest record by confirmation number, type C at the N/C prompt. The following new prompt will be displayed:

CONF. #:

Type the confirmation number, and press Tab or Enter.

Updating the Guest Record

When the guest record is displayed, the following functions are available:

F1 Update

F5 Cancel

F10 Exit

If you wish to update the record, press F1. To cancel the reservation, press F5. To return to the main menu, press F10.

If F1 is pressed, the cursor will move to the first field for updating. The Tab and Esc keys can be used to change fields, as desired. When the desired changes have been made, press F10 to save the record.

Generating a Hard Copy

When Y is pressed in the answer to the SAVE? Prompt, the following message is displayed:

HARD COPY? Y/N

To save the record without printing a hard copy, press N. To save the record and print a hard copy, press Y. Be certain that the printer is connected, powered on, loaded with paper and in the ready state.

Canceling a Reservation

To cancel a reservation, first display the reservation record. The record may be retrieved by guest name or confirmation number. When the record is displayed, press F5.

Exercises

I. Retrieve and update the following reservations, based on the information given. If a printer is available, print a hard copy of each reservation.

1. Joan Riley will arrive 3 days later than she originally planned

2. Mr. And Mrs. Peasley originally intended to mail an advanced deposit to the hotel. Instead, they guarantee their reservation to VI 4003 1515 7690, expiring 8/99. The cardholders name is Glenda Peasley.

3. Mr. and Mrs. Robert Morgan originally booked a garden view room. They would like to change to an ocean view room.

4. Dr. and Mrs. Wycienski will be arriving and departing one week later than they originally planned.

5. Mr. Bloomfield misplace his confirmation number and calls to request the information

6. Belinda Goldstein will be arriving 2 days later than she originally planned. She will stay 5 nights.

7. Mr. Thatcher’s secretary called to request his confirmation number.

8. Mr. Piper originally booked a deluxe room. He would like a corporate rate room, instead.

9. Mr. Randolph calls to cancel his reservation.

10. Mr. Thatcher will arrive 2 days later than he originally planned. He would now like to stay 3 nights

II. Book the following reservations. Retrieve and update the previously booked reservations. If a printer is available, print a hard copy of each reservation.

1. Kimberly Crumpe will arrive on the 5^th of May and stay 5 nights. She would like a room with one bed at the rate for a mountain view room. Her home telephone number is (201) 555-1809, and her address is 14302 Pleasant Dr., Piscataway, NJ 08854. She will arrive at 2:30pm

2. Jason Perry calls to reserve an ocean view room with 2 beds for arrival on May 12 for 3 nights. His friend Jack Springer will share the room. Jason’s telephone number is (513) 555-0021, and his address is 1371 W. Manhattan Rd., Toledo, OH 43614. He will send a one-night advance deposit on Oct 3. The party will arrive at 7:00pm.

3. Mr. Bloomfield would like to cancel his reservation.

4. Mr. and Mrs. Charles Darcy will arrive on the 5^th of May and stay 4 nights. They would like a standard room with one bed. Their home telephone number is (504) 555-3444, and their address is 4481 Charles St., Shreveport, LA 71109. They will arrive at 4:30pm

5. Jean Ward calls to reserve a standard room with 2 beds for arrival on April 29 for 2 nights. Her telephone is (316) 555-3318, and her address is 1132 E. Vine St., Lawrence, KS 66044. She will arrive by 5:00 PM. The party will consist of one adult and 2 children. No additional bedding is required.

6. Mr. and Mrs. Tom Heckman will arrive on May 3 and stay 3 nights. They would like a superior room with one king bed. Their home telephone number is (516) 555-3312, and their address is 2107 Elm Lane, Massapequa Park, NY 11762. They will arrive at 5:00 PM.

7. Mr. and Mrs. Wighton will now be arriving on May 3. They will guarantee their reservation for late arrival to AX 6005 2313 7724, expiring 10/99. The cardholder is Leigh C. Wighton.

III. Peachtree Financial is holding a 3-day seminar beginning on May 2. Attendees of the seminar will receive the group rate for a standard room with one queen bed. Observe the following guidelines as you book each reservation. Type the group name in the second name field. A $100 advance deposit is required for each reservation. If a printer is available, print a hard copy of each reservation record.

1. Marion Hubbard will arrive on May 1 and depart on May 5. Her telephone number is (301) 555-1298, and her address is 6501 West St., Annapolis, MD 21401.

2. Tim Brubaker will arrive on May 1 and depart on May 7. His telephone number is (615) 555-3543, and his address is 2940 Kingston Pl., Knoxville, TN 37919.

3. Ernest Butler will arrive on May 1 and depart on May 4. His telephone number is (312) 555-5800, and his address is 720 Oak Lawn Dr., Chicago, IL 60610

4. Kelly Allen will arrive on May 1 and depart on May 4. Her telephone number is (619) 555-8931, and her address is 3304 Garteway Blvd., San Diego, CA 92101.

5. Mr. and Mrs. Paul Liston will arrive on May 1 and depart on May 5. Their Telephone number is (904) 555-8781, and their address is 904 Adamo Dr., Tallahassee, FL 32301

Arrivals Report

When the main menu is displayed, select option 5 to display or print a list of arrivals. The list will include all guests holding reservations for arrival on the current date. When this option is selected, the program prompts the user for the date, as follows:

DATE: / /

Type in the date using the format mm/dd/yy.

The response is a list of clients scheduled to arrive on the current date.

Room Status

Select option 6 from the main menu to display a room map, indicating the location and housekeeping status of all rooms in the hotel. The room map system consists of eight maps representing the four floors of each building of the hotel. (Example below) The odd-numbered rooms face the interior, overlooking the swimming pools inside a courtyard setting. The even-numbered rooms face outward and have a view of the ocean, mountains, or gardens.

WEST WING / OCEAN VIEW

4th

Floor

400 S2K

402 S2K

404 A2Q

406 A2Q

408 A1K

410 S2K

3^rd

floor

300 A1K

302 A1K

304 A2Q

306 A2Q

308 A1K

310 A1K

2^nd

Floor

200 A1K

202 A1K

204 A2Q

206 A2Q

208 A1K

210 A1K

1^st

Floor

100 A1K

102 A1K

104 A2Q

106 A2Q

108 A1K

110 A1K

When the option is selected, the applicable room map is displayed. If the reserved room type is available on more than one map, a menu of room locations is displayed. The menu may include any of the following locations:

ROOM STATUS MAP
WOV	WEST WING	OCEAN VIEW
WPV	WEST WING	POOL VIEW
EMV	EAST WING	MOUNTAIN VIEW
EPV	EAST WING	POOL VIEW
NGV	NORTH WING	GARDEN VIEW
NPV	NORTH WING	POOL VIEW
SGV	SOUTH WING	GARDEN VIEW
SPV	SOUTH WING	POOL VIEW
COR	CORPORATE	POOL VIEW
GRP	GROUP RATE	MOUNTAIN VIEW
AGT	AGENT RATE	GARDEN VIEW
GVT	GOVERNMENT	GARDEN VIEW

Type the three-letter code for the desired location or rate category.

Example: SGV

The applicable map is displayed with the cursor positioned on the status code in the first room on the top floor. The room number, room type, and housekeeping status are indicated for each room. The following codes are used to indicate the room status

VC Vacant/Clean

VD Vacant/Dirty

OC Occupied/Clean

OD Occupied/dirty

VO Status uncertain

OO Out of Order

The room status can be updated by typing over the existing status code. Press Tab to move the cursor to the desired room. To return to the room location menu, press F10. When the menu is displayed, press Esc to return to the main menu.

Check-In

Select option 7 to register arriving guests. The check-in procedure consist of the following steps:

1. When the check-in function is activated, the reservation record may be retrieved by guest name or confirmation number.

2. Update the data fields, as necessary, and then save the record.

3. A room map or menu is displayed for the applicable room type reserved by the guest. If a menu is displayed, select one of the categories to display a room map.

4. Select a vacant/clean (VC) room of the reserve room type. Assisgn the room number. Make a note of the room numnber

5. When the room number is assigned, the main menu is redisplayed. Activate the room status function, and then update the status of the applicable room number to occupied/clean (OC).

Retrieving the Guest Account

When three check-in functions is activated, the following prompt is displayed:

RETRIEVE BY NAME OR CONFIRMATION NUMBER? (N/C)

To retrieve the reservation by guest name, type N. To retrieve the record by confirmation number, type C.

Updating and Saving the Guest Record

When the guest record is displayed, the data field can be updated, as desired. Press Tab or Enter to advance from one field to the next, or Esc to return to the previous field.

When the record is saved, the reservation data will be transferred to the guest folio, and the reservation will be deleted. To save the record, press F10.

The program responds with the following prompt:

HARD COPY? Y/N

To save the record without printing a hard copy, press N. To save the record and print the guest folio, press Y. Be certain that the printer is connected, powered on, loaded with paper, and in the Ready or Select mode.

Making a Room Assignment

When the guest folio is saved, a room map or menu for the reserved room type is displayed automatically. If a menu is displayed, type the desired location code to display the room map.

When the room map is displayed, the program prompts the user for a room assignment. Inspect the map and select a vacant/clean (VC) room of the desired room type. Make a note of the room number, so that you can update the room status later. To assign the room, type the selected room number at the prompt.

Updating the Room Status

When a room is assigned, the main menu is redisplayed. Activate the room status option, and follow the procedure for updating room status. Change the status of the room number that was just assigned to occupied/clean (OC).

Exercises

The following exercises require you to monitor arrivals; update room status; check in arriving guests; and book, retrieve, and update reservations. Be sure to read the sections on arrivals Reports, room status, and check in before attempting these exercises

I. Produce an arrivals report for the following dates. Print out the report or, if a print is not

available, write down the names of the arriving guests.

1. April 29

2. May 1

3. May 5

II Handle the following reservations. If a printer is available, print a hard copy of each reservation.

1. Marvin Conover will arrive on the 5^th of May and stay 3 nights. He would like a standard room with one double bed. His telephone number is (919) 555-7336, and his address is 2119 W. 43^rd St., Lexington, NC 27292. He will arrive at 4:00 PM.

2. Irma Duke will attend the Peachtree Financial seminar. She will arrive May 1 and stay 3 nights. Her telephone is (805) 555-7782, and her address is 1516 Pine St. Albuquerque NM 87106. She will arrive at 5:00PM.

3. Mr. And Mrs. Robert Murray will arrive on the 13^th of May and stay 3 nights. They would like a superior room with one king bed. Their telephone number is (503) 555-2883, and their address is 7892 Veneta Blvd., Eugene, OR 97403. They will guarantee the reservation to MC 3032 1987 6626, expiring 7/99. The cardholder is Robert L. Murray.

4. Howard Samms calls to reserve a standard room with one queen bed for arrival on May 21 for 5 nights. His telephone number is (408) 555-2281, and his address is 1999 Olive St., San Jose, CA 95112. He will arrive by 5:00 pm. He requests a ground floor room.

5. Mr. And Mrs. Steve Ness will attend the Peachtree Financial seminar. They will arrive on May 1 and stay 4 nights. Their home telephone is (202) 555-1742, and their address is 1403 P St., Washington DC 20005. They will arrive at 5:00 pm

II. Assume today is April 29. Use the check-in function to register the following guests.

1. Tami Fischer arrives for Check-in

2. The Ringer Family arrives for check-in

3. Jean Ward arrives for Check-in

4. Joan Riley arrives for Check-in

Guest Folio

Select option 8 to display or update a guest folio. When this option is selected, the following prompt is displayed:

RETRIEVE BY NAME OR ROOM NUMBER? (N/R)

To retrieve the guest record by name, type N. To retrieve the record by room number, type R.

Updating the Guest Record

When the guest record is displayed, the following functions are available:

F1 Update

F5 Reassign

F10 Exit

If you wish to update the record, press F1. To Change the room number, press F5 to reassign the room. To return to the main menu, press f10

If F1 is pressed, the cursor will move to the first field for updating. Press Tab to advance from one field to the next, or Esc to return to the previous field. Press F10 to save the changes and return to the main menu.

Reassigning a Guest Room

If F5 is pressed, the room map or location menu is displayed for an alternative room selection. Select an available of the correct type, and then press F10.

The guest folio is redisplayed, so that the new room number can be entered. Type the room number, then press F10 to save the guest folio.

Generating a Hard Copy

When a guest folio is saved, the following message is displayed:

HARD COPY? Y/N

Room and Tax

When the main menu is displayed, select option 9 to post the daily room rate and tax to all the guest accounts. When this option is selected, the following prompt is displayed:

POSTING DATE: / /

Type the date for which room charges are to be posted, in the format month/day/year. Type the appropriate digits between the slashes.

Example:

12/10/92

When the date is entered, Front Office begins posting the appropriate room charges and tax to each guest account. When all guest accounts have been processed, the main menu is redisplayed.

Exercises

The following exercises require you to retrieve and update guest folios, post room and tax to guest accounts, and perform other functions that you learned in previous exercises. Be sure to read the sections on Guest Folio and room and tax before attempting these exercises.

I. Assume today is still April 29. Use the appropriate functions to perform the following activities:

1. Produce an arrivals report for the following dates. Print out the report.

a. April 29

b. April 30
c. May 1

2. Post Room charges and tax to all guest accounts.

II. Assume it is now April 30. Perform the following activities:

1. Update the following guest folios, based on the information given.

A. Jean ward informs you that the television in her room is not working. Retrieve the guest folio and reassign another room. Update the status of the former room to OO.

B. Tami Fischer would like to stay two days longer than she originally planned. First check availability for the additional nights, and then update the guest folio.

2. Using the check-in function to register the following guests

a. Teri Franklin

b. Dr. & Mrs. Roger Wycienski

c. June Edgewood

d. Mr. & Mrs. J. O’Malley

3. Post Room Charges and Taxes to all guest accounts.

Charges and Credits

Select option 10 from the main menu to post charges other than basic room charges and tax, and credits, such as deposits, payments and adjustments. When this option is selected, the following prompt is displayed:

ACCOUNT:

The field is used for a four-digit account code indicating the type of charge. The account code must be one of the following:

4210 RESTAURANT

4220 LOUNGE

6210 GIFT SHOP

6220 TELEPHONE

6400 MISC CREDIT

6990 MISC DEBIT

6910 EXTRA PERSON

1320 ROLLAWAY-ADT

1322 ROLLAWAY-CHD

1324 CRIB

1100 PAYMENT

1120 DEPOSIT

Type the applicable account code in the Account field. When the account is located, the following column headings are displayed:

DATE ROOM GUEST ROOM AMOUNT

The cursor appears in the DATE column.

Date

Type the date of the change, in the format month/day/year. The cursor will advance automatically to the ROOM column.

Room

Type the applicable room number.

Guest Name

When a valid room number is entered, the guest name is placed in the GUEST NAME column automatically.

Amount

Type in the exact amount of the deposit or refund, including the decimal. If the cents equal zero, the cents may be omitted.

Example:

DATE ROOM GUEST NAME AMOUNT

10/10/99 123 SMITH, J. MR 37.40

When the amount is entered, the figure is displayed in the collect dollar format, and the cursor advances to the date column of the next line. The date of the previous entry is displayed automatically.

If you wish to continue posting charges and credits, press Tab to accept the date, or type the new date over the existing date.

To cease posting charges and credits and exit to the main menu, press F10.

Account Inquiry

When the main menu is displayed, select option 11 to display or print a guest account. When this option is selected, the following prompt is displayed:

RETRIEVE BY NAME OR ROOM NUMBER? (N/R)

To retrieve the guest record by name, type N. To retrieve the record by room number, type R.

When the guest account is located, the room number, guest name and account balance is displayed. The following functions are available:

F3 Account Detail

F10 Exit

To display a detailed list of charges and credit, press F3. To exit to the main menu, press F10.

Account Detail

If the account detail id larger than the screen, the Pg Dn and Pg up keys can be used to scroll the display. To exit to the main menu, press F10.

Exercises

The following exercises require you to post incidental charges and credits to guest accounts, and to handle account inquires. Be sure to read the sections on charges and credits, account inquiry, and account balance reports before attempting these exercises. As you post transactions, observe the following guidelines. Refer to a current balance report to determine the room number of each guest. Refer to the list of charge account codes in the reference material. When transactions are posted, the current account code must be typed to identify the type of charge or credit.

I. Assume the current date is May 1. Use the check-in function to register the following guests.

1. Kelly Allan

2. Tim Brubaker

3. Irma Duke

4. Mr. And Mrs. P. Liston

5. Marion Hubbard

6. Ernest Butler

7. Mr. And Mrs. Steve Ness

II. Before posting incidental charges, produce an account balances report. Print out the report, or, if a printer is not available, write down the name, room number, and account balance of each guest.

1. Advance deposits were received from the following guest. Post the deposits to the guest accounts as credits.

a. Kelly Allan

b. Tim Brubaker

c. Irma Duke

d. Mr. And Mrs. P. Liston

e. Marion Hubbard

f. Ernest Butler

g. Mr. And Mrs. Steve Ness

2. The following incidental charges were received from the restaurant.

a. $26.42 charged by Irma Duke

b. $32.18 charged by Kelly Allan

c. $46.32 charged by Mr. And Mrs. S. Ness

d. $12.78 charged by Tami Fisher

e. $9.70 charged by Jean Ward

f. $21.50 charged by Tim Brubaker

g. $63.60 charged by the Ringer family

3. The following incidental charges were received from the gift shop.

a. $15.66 charged by Kelly Allan

b. $3.95 charged by Ernest Butler

c. $17.20 charged by Mrs. Liston

d. $19.45 charged by Mr. Ringer

4. The following telephone charges were logged by the communications computer.

a. $13.17 charged by Mr. & Mrs. Liston

b. $8.24 charged by Ernest Butler

c. $7.12 charged by Kelly Allan

5. The following incidental charges were received from the lounge

a. $24.50 charged by Tim Brubaker

b. $7.50 charged by Kelly Allan

c. $12.50 charged by Jean Ward

d. $5.00 charged by Irma Duke

e. $10.50 charged by Ernest Butler

III. Use the account inquiry function to display the current balance and account details for each of the following guests. If a printer is available, print out the account detail.

1. Kelly Allan

2. Jean Ward

3. Irma Duke

4. Ernest Butler

5. The Ringer Family

6. Mr. and Mrs. Liston

IV. Produce a current account balance report. Print out the report, or if a printer is not available, write down the name and current balance of each guest.

Check-Out

When a guest is ready to depart, select option 12 for check-out. When this option is selected, the following prompt is displayed:

RETRIEVE BY NAME OR ROOM NUMBER? (N/R)

To retrieve the guest record by name, type N. To retrieve the record by room number, type R.

When the guest account is located, the guest folio is displayed for verification, the following prompt is displayed:

PROCEED? Y/N

To proceed with check-out, type Y. To exit to the main menu, type N.

If Y is typed, the guest account is displayed, listing all charges and credits, with the balance due. To exit, press F10. The following prompt is displayed:

PRINT INVOICE? Y/N

If you wish to print an invoice (guest check), type Y. Otherwise, press N. The balance is redisplayed, along with the following prompt:

AMOUNT PAID:

Type the amount paid by the guest. When the amount is entered, the guest account is updated and redisplayed, along with the amount received and the change due. To exit, press F10. the following prompt is displayed:

PRINT RECEIPT? Y/N

If you wish to print a paid receipt, type Y. Otherwise, type N.

When a guest is checked out, the guest account and folio are deleted. To update the room status, display the room map and enter the status code VD in the appropriate room number.

Exercises

The following exercises require you to handle check-out and to perform other functions that you learned in previous exercises. Be sure to read the section on check-out before attempting the exercises.

I Assume today is still May 1. Perform the following activities

1. Jean Ward is ready to depart. Use the check-out function to produce a guest check and handle the payment. The guest pays the charges in full. Print a paid receipt, or, if a printer is not available, write down the balance and the amount paid.

2. Update the status of the vacated room to vacant/dirty (VD)

3. Post room charges and tax for May 1 to all guest accounts.

II. Assume today is May 2. Produce a current balance report, and then post the following charge and credits to guest accounts

1. The following incidental charges were received from the restaurant.

a. $41.87 charged by the Ringer Family

b. $18.25 charged by Irma Duke

c. $12.40 charged by Mr. And Mrs. S. Ness

d. $9.75 charged by Kelly Allan

e. $24.63 charged by Tami Fischer

f. $11.60 charged by Tim Brubaker

g. $8.74 charged by the Joan Riley

2. The following incidental charges were received from the gift shop.

a. $12.08 charged by June Edgewood

b. $5.75 charged by Joan Riley

c. $3.50 charged by Mr. Liston

d. $18.59 charged by Dr. Wycienski

e. $6.40 charged by Kelly Allan

3. The following incidental charges were logged by the communications computer

a. $5.40 charged by Mr. and Mrs. Liston

b. $11.19 charged by Tim Brubaker

c. $1.52 charged by Kelly Allan

d. $7.21 charged by June Edgewood

e. $5.13 charged by Marion Hubbard

4. The following incidental charges were received from the lounge.

a. $12.50 charged by Mr. O’Malley

b. $5.00 charged by Joan Riley

c. $12.50 charged by June Edgewood

d. $39.00 charged by Dr. Wycienski

e. $7.50 charged by Irma Duke

III. Use the account inquiry function to display the current balance and account details for each of the following guests. If a printer is available, print out the account detail.

1. Mr. and Mrs. Liston

2. June Edgewood

3. Mr. and Mrs. S. Ness

4. Ernest Butler

5. Dr. and Mrs. Wycienski

IV. Post room charges and tax for May 2 to all guest accounts

V. Produce a current account balance report. Print out the report, or if a printer is not available, write down the name and current balance of each guest.

Front Desk Reports

Two front desk reports are available: an account balances report and front office statistics.

Account Balances

To display an account balance report, select option 13 from the main menu. The response is a list of all guest accounts along with the current balances. If the report is larger than the screen, the Pg Dn and Pg Up keys can be used to scroll the display, as desired. Press F10 to exit to the main menu.

When F10 is pressed, the following message is displayed:

HARD COPY? Y/N

To exit without printing a hard copy, press N. To print a hard copy of the report, press Y. Be certain that the printer is connected, powered on, loaded with paper, and in the ready state.

Statistics

To display front office statistics, select option 14 from the main menu. The report date must be entered in the format month/day/year. The report includes the following field:

TOTAL INVENTORY

TOTAL ROOMS OCCUPIED

TOTAL RESERVATIONS

TOTAL ROOMS COMMITTED

ADJUSTMENTS

ESTIMATED NO-SHOWS

ESTIMATED CANCELLATIONS

ESTIMATED UNDERSTAYS

TOTAL ADJUSTMENTS

PROJECTED OCCUPANCY

PROJ. OCCUP. RATE

The estimated no-shows, cancellations, walk-in and understays are based on average percentages of total rooms committed.

Exercises

The following exercises require you to perform all the functions that you have learn in previous exercises.

I. Handle the following reservation requests. If a printer is available, print a hard copy of each reservation.

1. Mr. and Mrs. James Brigham will arrive on the 12^th of June and stay 10 nights. They would like a room with 2 queen beds at the rate for a mountain view room. Their home telephone number is (316) 555-2736, and their address is 320 W. Pancake Blvd., Manhattan, KS 66502. They will arrive at 5:00 PM

2. Earl Hamm calls to reserve a standard room with one double bed for arrival on May 21 for 6 nights. His telephone number is (206) 555-4567, and his address is 1910 W. Agency Way, Mount Vernon, WA 98273. The reservation is to be guaranteed to AX 6543 0012 7876, expiring 7/99. The cardholder is Earl W. Hamm.

3. Mr. and Mrs. Robert Murray originally planned to check-in on May 13. They are now scheduled to arrive on May 21 for a 5-night stay.

4. Marvin Conover calls to confirm his reservations and obtain his confirmations number.

5. Mr. and Mrs. C. Darcy have changed their travel plans and wish to cancel their reservation.

II. The following guests are ready to depart.

a. June Edgewood

b. Joan Riley

c. The Ringer family

1. Using the check out function to total the guest checks and post the payments. Assume that each guest pays in full. Print a paid receipt, or if a printer is not available, write down the balance due and the amount paid.

2. Update the room status to VD

III. Produce a current balance report, and then post the following charges and credits to guest accounts.

1. The following incidental charges were received from the restaurant.

a. $12.90 charged by Irma Duke

b. $15.50 charged by Teri Franklin

c. $32.44 charged by Mr. And Mrs. O’Malley

d. $9.72 charged by Tim Brubaker

e. $42.24 charged by Mr. and Mrs. Liston

2. The following incidental charges were received from the gift shop.

a. $3.50 charged by Steve Ness

b. $8.24 charged by Teri Franklin

c. $3.00 charged by Ernest Butler

d. $12.72 charged by Tim Brubaker

3. The following incidental charges were logged by the communications computer

a. $2.19 charged by Teri Franklin

b. $4.53 charged by Tim Brubaker

c. $3.43 charged by Kelly Allan

d. $7.28 charged by Mr. and Mrs. Ness

4. The following incidental charges were received from the lounge.

a. $17.50 charged by Mr. O’Malley

b. $6.50 charged by Tim Brubaker

c. $2.50 by Kelly Allan

d. $21.75 charged by Dr. Wycienski

IV. Use the account inquiry function to display the current balance and account details for each of the following guests. If a printer is available, print out the account detail.

1. Mr. and Mrs. Liston

2. Mr. and Mrs. S. Ness

3. Dr. and Mrs. Wycienski

V. Mr. and Mrs. Tom Heckman arrived for check in. Use the appropriate modules and functions to process their arrival.

VI. Post room charges and tax for May 3 to all guest accounts.

VII. Produce a current account balances report. Print out the report, or, if a printer is not available, write down the name and current balance of each guest.

VIII. Produce a statistical report for May 3. Print out the report, or, if a printer is not available,

write down the total for each of the following items:

TOTAL INVENTORY

TOTAL ROOMS OCCUPIED

TOTAL RESERVATIONS

TOTAL ROOMS COMMITTED

ADJUSTMENTS

ESTIMATED NO-SHOWS

ESTIMATED CANCELLATIONS

ESTIMATED UNDERSTAYS

TOTAL ADJUSTMENTS

PROJECTED OCCUPANCY

PROJ. OCCUP. RATE

Introduction

Reservations

Front Desk

Accounting

Reports

Starting Front Office

RESERVATIONS

Availability and Reservations

Availability

AVBL Number of rooms available

Reservations

Entering Reservation Data

Name

DATA DYNAMICS CORP

AMERICAN NURSES ASSOC

AMI TRAVEL

Phone

Example:

Any format may be used for the telephone number, but consistency is important. An abbreviation such as H or B can be added to indicate a home or business phone.

Street Address

Example:

City, State Zip

Example:

Accommodations Desired

Options

EX Extra person staying in the room

CR Crib

Number of Guest

Number of Rooms

Made By

ALLISON – VIP TRAVEL

TERI MYERS

Phone

Taken By

Expected Arrival

Guarantee and Comments

HONEYMOON COUPLE

REQUEST OCEAN VIEW

Example:

G-AX655021200012201 EXP 12-99-CHESTER MULBERRY

G – DEP SENT MARCH 07

G-110359

CNF. # (Confirmation Number) Field

SAVE? Y/N

HARD COPY? Y/N

Property Facilities and Policies

Property Policies

Exercises

Retrieving by Guest Name

Generating a Hard Copy

HARD COPY? Y/N

Canceling a Reservation

Exercises

I. Retrieve and update the following reservations, based on the information given. If a printer is available, print a hard copy of each reservation.

Arrivals Report

DATE: / /

Room Status

402 S2K

ROOM STATUS MAP

OCEAN VIEW

VD Vacant/Dirty

OO Out of Order

Check-In

Retrieving the Guest Account

Updating and Saving the Guest Record

Making a Room Assignment

Updating the Room Status

Exercises

Guest Folio

Updating the Guest Record

F1 Update

F10 Exit

Reassigning a Guest Room

Generating a Hard Copy

HARD COPY? Y/N

Room and Tax

Exercises

Charges and Credits

4210 RESTAURANT

1120 DEPOSIT