Generating Reports At Front Desk [Routine, Emergency Etc.]
SOP Number: Front Office SOP – 68
Department: Front Office - General - Generating Reports
Date Issued: 20-Aug-2019
Time to Train: 20 Minutes
Generating Routine Reports Standard Procedure:
1. Printing department reports
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This is usually done at night by the night shift GSA as there are less interruption guest-related activities.
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A list would be provided showing which type of report to be printed for each department.
2. Sorting of reports
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Offer excellent service for internal customers (Other departments).
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All reports would be sorted and placed according to the designated places for collection.
3. Printing in-house reports.
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For the latest information in case of the computer breakdown.
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Front desk should provide excellent service to other department and make sure to be consistent.
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In-house by room number & in-house by alpha reports are to be printed at 10:00 am, 13:00 pm, 17:00 pm and 22:00 pm. Details of other reports which need to be generated can be seen on point 4.
4. Generating Downtime reports and Saving them as per the Schedule timings:
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In house guests by room number.
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In house guests sorted by guest name.
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Remaining arrivals for the day by room number.
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Remaining arrivals alpha with VIP and guest preferences.
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Remaining departures by room number.
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Departures Checked Out -Today.
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Arrivals Checked in - Today.
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Airport Pickup report.
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Airport Drop Report.
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Rate Variance Report.
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Reservations on the books ( all ).
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Availability as per room type.
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Arrival List Next 3 days.
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Departures next 3 days.
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All Open Traces for next 3 days.
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Housekeepers List showing current rooms status.
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Room Status detail report.
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Out of Order rooms list.
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Out of service rooms list.
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Guest balance detailed report.
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Open balance report.
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High Balance guest report.
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City Ledger / AR Ledger Balance with Ageing.
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Cashier Status.
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Payments by Cash Register.
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Current Exchange rate.
5. Filing of downtime reports.
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Only keep the latest reports while filing the hardcopy/printout of the downtime reports.
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The above step will ensure to avoid confusion and to provide guarantee precise service.
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The filing of downtime reports will be handy when it is needed.
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When saving the downtime reports as pdf files then make sure to upload to online file upload platforms like Google Drive, Dropbox, One Drive etc.
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Saving a copy on a cloud-based file sharing folder will be very useful when the hotel IT infrastructure fails or the particular computer where the backup is saved is crashed.