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Front Office Essentials
Understand the arrival, departure, account, and close-of-day work around the desk.
This collection contains 10 connected articles. Foundational concepts appear first so readers can build context before moving into operational and advanced topics.
What Is Night Audit?
Night audit is the hotel’s end-of-day process for reviewing and finalizing the business day in the property management system. It commonly verifies reservation and folio status, posts scheduled charges such as room and tax, produces reports, resolves exceptions, and advances the hotel’s business date.
Front Office · Arrivals and DeparturesHow Hotel Check-In Works
Hotel check-in is the controlled arrival process that verifies a reservation and guest, confirms stay details and required payment or authorization, assigns an eligible room, records required information, and changes the reservation to an in-house status.
Front Office · Arrivals and DeparturesHow Hotel Check-Out Works
Hotel check-out is the departure process that reviews and settles the guest account, confirms departure, updates the reservation and room status, provides the appropriate folio, and communicates information needed for room turnover and follow-up.
Front Office · Guest Accounts and PaymentsWhat Is a Guest Folio?
A guest folio is the itemized account record showing charges, credits, payments, transfers, adjustments, and balance associated with a guest stay or reservation account.
Front Office · Guest Stay ManagementWhat Is a No-Show?
A hotel no-show is a reservation for which the guest does not arrive by the hotel’s applicable cutoff or end-of-day process and has not completed a recognized cancellation or approved change.
Front Office · Room MovesWhat Is a Hotel Room Move?
A hotel room move is the controlled transfer of an in-house guest from one assigned room to another, with coordinated keys, room status, belongings, folio continuity, privacy, and follow-up.
Front Office · Early ArrivalsWhat Is an Early Arrival at a Hotel?
An early arrival occurs when a guest reaches the hotel before the standard check-in time or before the assigned room is ready.
Front Office · Late CheckoutsWhat Is a Late Checkout?
A late checkout is authorized guest use of a room beyond the hotel’s standard checkout time without extending the reservation through another full night.
Front Office · Lobby OperationsWhat Is Hotel Lobby Management?
Hotel lobby management is the coordinated oversight of guest flow, welcome, information, appearance, cleanliness, accessibility, service recovery, and safe escalation in the hotel’s main public arrival space.
Front Office · Queue ManagementWhat Is Hotel Queue Management?
Hotel queue management is the process of monitoring, organizing, reducing, and communicating guest waits across physical and virtual service lines.