Front Office and Accommodation Operations
Front Office and Accommodation Operations tests the guest cycle, room status, reservation and tariff calculations, and housekeeping coordination. Expect occupancy and revenue metrics plus correct terminology.
Guest cycle and room status
- Stages: pre-arrival (reservation), arrival (registration and check-in), occupancy, departure (check-out), post-departure (folio, feedback and CRM).
- Room status: VC vacant clean, VD vacant dirty, OC occupied clean, OD occupied dirty, OOO out of order, OOS out of service. Housekeeping updates status; front office assigns rooms.
- Room types include single, double, twin and suite. Tariff plans include EP (room only), CP (breakfast), MAP (breakfast and dinner) and AP (all meals).
Worked example
A hotel has 120 rooms. It sells 90 rooms and earns room revenue of ₹54,000 for the night. Occupancy = 90÷120×100 = 75%. ADR = ₹54,000÷90 = ₹600. RevPAR = ₹54,000÷120 = ₹450, or 75%×₹600. Reasoning: occupancy uses rooms available as the denominator; ADR uses rooms sold; RevPAR uses rooms available.
Traps
- Dividing revenue by total rooms to get ADR; that is RevPAR.
- Confusing OC with VC and assigning a dirty room.
- Treating out-of-order rooms as sellable inventory.
- Forgetting that room rate excludes taxes unless stated.
- Promising late check-out without checking housekeeping availability.