Hospitality with Pankaj - equipment used in front office

Equipment Used in the Front Office Department

Introduction

The Front Office Department is known as the “nerve center” or “face of the hotel.”
It is the first and last point of contact for guests and is responsible for reservations, registration, guest services, billing, and communication.

To carry out these tasks efficiently and professionally, the department uses a wide range of equipment — from traditional manual tools to modern computerized systems.

These equipment help ensure:

Speed and accuracy in service,
Smooth communication between departments, and
Higher guest satisfaction.

A. Manual Equipment

Reservation Register / Book
- Used for recording all room reservations manually.
- Contains guest name, arrival/departure dates, room type, and mode of booking.
- Used as a backup in case the computer system fails.
Guest Registration Card (GRC)
- A printed form filled by the guest during check-in.
- Includes guest name, address, contact details, and signature.
- Serves as a legal document and proof of stay.
Room Rack / Information Rack
- A board showing the current room status (Vacant, Occupied, Under Maintenance).
- Helps the receptionist to allocate rooms quickly.
- In modern hotels, replaced by digital displays in the PMS.
Mail and Message Rack
- Contains pigeonholes to store messages, keys, or mail for in-house guests.
- Used in small and medium-sized hotels.
Key Racks / Key Cabinets
- Used to store physical keys in an organized and secure way.
- Keys are tagged with room numbers.
- Must be kept locked when not in use.
Log Books and Registers
- Used to record important activities like shift handovers, wake-up calls, guest requests, or incidents.
- Examples: Telephone logbook, Bell desk register, Visitor register.
Message Slips / Pads
- Used when a guest receives a message or call while they are away from the room.
- The message is written and delivered to the room by the bellboy.
Tariff Card
- Displays room types and their corresponding rates.
- Helps guests choose accommodation according to budget.

B. Mechanical Equipment

Cash Register / Billing Machine
- Used for recording cash transactions and printing receipts.
- Helps maintain accurate billing during manual operations.
Typewriter (Traditional Equipment)
- Used earlier for typing reports, bills, and correspondence before computers were introduced.
Calculator
- Used for performing quick arithmetic calculations during billing or night audit.
Photocopier / Xerox Machine
- Used to make copies of guest IDs, receipts, and reports.
- Often shared between Front Office and Accounts departments.
Time Recorder / Attendance Machine
- Used to record staff attendance and working hours.
Baggage Trolley / Luggage Rack
- Used by bellboys for carrying guest luggage to and from rooms.
- Must be clean, polished, and in good condition.

C. Electronic Equipment

Computer System / PMS (Property Management System)
- The main system used for all front office operations.
- Performs tasks such as:
  - Reservation managementRoom assignment
  - Guest check-in / check-out
  - Billing and folio management
  - Night auditing and reports
- Common software: Opera PMS, IDS Next, eZee FrontDesk, Cloudbeds.
Printer (Laser / Thermal / Inkjet)
- Used to print guest folios, invoices, receipts, reports, and vouchers.
- Laser printers for documents; thermal printers for bills.
Key Card Encoder / Electronic Key System
- Used to encode magnetic or RFID keycards for guest room access.
- Increases security and convenience.
- Old keys can be reprogrammed for new guests.
Telephone System / PBX (Private Branch Exchange)
- Manages internal and external telephone communication.
- Handles wake-up calls, room-to-room calls, and operator services.
POS (Point of Sale) Terminal / Credit Card Machine
- Used for accepting payments through credit and debit cards.
- Connected with the PMS for real-time posting of transactions.
Scanner / Fax / Copier
- Used to scan guest documents, send emails or fax, and duplicate papers.
UPS (Uninterrupted Power Supply)
- Provides emergency power backup to computers and phones.
- Prevents data loss during power cuts.
CCTV System (Security Cameras)
- Installed at reception, lobby, and entrance areas for surveillance.
- Helps ensure guest and property security.
Wi-Fi Router / Modem
- Provides internet access to guests and staff.
- Also connects the PMS system with cloud databases.
Digital Display / LED Board
- Displays guest arrivals, events, and conferences in the lobby area.
- Used to provide real-time information to guests.
Self Check-in Kiosk
- Allows guests to check in/out and make payments without staff assistance.
- Common in modern and business hotels.
Electronic Safe / Locker
- Installed at the reception for storing valuables deposited by guests.
Barcode or QR Scanner
- Used to scan vouchers, OTA confirmations, or loyalty codes.
Tablet / Mobile Device
- Used by staff for mobile check-in, room allocation, and guest service apps.
Public Address System (PA System)
- Used to make announcements in lobby areas or during emergencies.

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