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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.

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Authored and managed by Augustine, a hotelier with over 20 years of experience in the industry. He has a 3-year diploma with 'honors' from the American Hotel & Lodging Educational Institute and a Bachelor of Computer Application - BCA Degree.