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

• This is usually done at night by the night shift GSA as there are less interruption guest-related activities.

• A list would be provided showing which type of report to be printed for each department.

2. Sorting of reports

• Offer excellent service for internal customers (Other departments).

• All reports would be sorted and placed according to the designated places for collection.

3. Printing in-house reports.

• For the latest information in case of the computer breakdown.

• Front desk should provide excellent service to other department and make sure to be consistent.

• 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:

• In house guests by room number.

• In house guests sorted by guest name.

• Remaining arrivals for the day by room number.

• Remaining arrivals alpha with VIP and guest preferences.

• Remaining departures by room number.

• Departures Checked Out -Today.

• Arrivals Checked in - Today.

• Airport Pickup report.

• Airport Drop Report.

• Rate Variance Report.

• Reservations on the books ( all ).

• Availability as per room type.

• Arrival List Next 3 days.

• Departures next 3 days.

• All Open Traces for next 3 days.

• Banquet Functions list for the day.

• Housekeepers List showing current rooms status.

• Room Status detail report.

• Out of Order rooms list.

• Out of service rooms list.

• Guest balance detailed report.

• Open balance report.

• High Balance guest report.

• Guest Ledger Balance with Ageing.

• City Ledger / AR Ledger Balance with Ageing.

• Cashier Status.

• Payments by Cash Register.

• Current Exchange rate.

5. Filing of downtime reports.

• Only keep the latest reports while filing the hardcopy/printout of the downtime reports.

• The above step will ensure to avoid confusion and to provide guarantee precise service.

• The filing of downtime reports will be handy when it is needed.

• 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. 

• 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.