Front Office Operations
Adam Fikis Week #3
1. The Guest Cycle
Reservations; guest folio
Full-service: uniformed staff at entrance
Establishment of credit Room Types: Single, double, triple, quad, queen, king, twin, double-
double, studio, mini-suite or junior suite, suite, connecting, adjoining,
Coordinating guest services
Posting of charges
Guest history file
2. Room Status Terminology
Occupied: A guest is currently registered to the room.
Complimentary: The room is occupied, but the guest is assessed no charge
for its use.
Stayover: The guest is not expected to check out today and will remain at
least one more night.
On-change: The guest has departed, but the room has not yet been cleaned
and readied for resale.
Do not disturb: The guest has requested not to be disturbed.
Sleep –out: A guest is registered to the room, but the bed has not been used. Skipper: The guest has left the hotel without making arrangements to settle
his or her account.
Sleeper: The guest has settled his or her account and left the hotel, but the
front office staff has failed to properly update the room’s status.
Vacant and ready: The room has been cleaned and inspected and is ready for
an arriving guest.
Out-of-order: The room cannot be assigned to a guest. A room may be out-
of-order for a variety of reasons, including the need for maintenance,
refurbishing, and extensive cleaning.
Lock-out: The room has been locked so that the guest cannot re-enter until
he or she is cleared by a hotel official.
DNCO(did not check out): The guest made arrangements to settle his or her
account (and thus is not a skipper), but has left without informing the front
Due out: The room is expected to become vacant after the following day’s
Check-out: The guest has settled his or her account, returned the room keys,
and left the hotel.
Late check-out: The guest has requested and is being allowed to check out
later than the hotel’s standard check-out time.
3. Room Type Definitions
Single: A room assigned to one person. May have one or more beds.
Double: A room assigned to two people. May have one or more beds.
Triple: A room assigned to three people. May have two or more beds.
Quad: A room assigned to four people. May have two or more beds.
Queen: A room with a queen-size bed. May be occupied by one or more
people. King: A room with a king-size bed. May be occupied by one or more people.
Twin: A room with two twin beds. May be occupied by one or more people.
Double-double: A room with two double(or perhaps queen) beds. May be
occupied by one or more people.
Studio: A room with a studio bed- a couch that can be converted into a bed.
May also have an additional bed.
Mini-suite or junior suite: A single room with a bed and a sitting area.
Sometimes the sleeping area is in a bedroom separate from the parlor or
Suite: A parlor or living room connected to one or more bedrooms.
Connecting rooms: Rooms with individual entrance doors from the outside
and a connecting door between. Guests can move between rooms without
going through the hallway.
Adjoining rooms: Rooms with