Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Flash report:
Daily information provided to the general manager that reports key financial information
from the previous day and, often, accumulated data for the month and/or year to date a compared with
actual data from previous years. Flash report information is used to determine where, if at all, manage-
ment attention is most immediately required. Also called 
Manager’s Daily.
Figure 4 is a sample of a hotel’s daily flash report. Among other information,
it provides financial highlights—today and month to date (MTD)—relative to the
hotel’s occupancy percentage, ADR, and RevPar. Details about revenue from room
sales, food and beverage, and other sources are shown, as is information about room
statistics (stats), deposits, and the number and ADR of rooms generated by the fran-
chisor’s central reservation system. The GM can also learn specifics about the sources
of room sales by market mix.
Objective 3
Discuss common ways
that FOMs and their
staff interact with
managers and others in
departments that have
contact with guests.
Objective 1
Discuss the importance 
of the executive 
committee and review
typical items on 
meeting agendas.
Front Office Interactions
with Building Services
Departments
Objective 4
Discuss common ways
that FOMs and their
staff interact with 
managers and others 
in building services 
departments.
Front Office Interactions
with Guest Contact
Departments
How Front Office
Information Assists All
Hotel Departments
The Executive
Committee
Objective 5
Summarize the front 
office’s role in 
coordination of guest 
service, centralization of 
operating information,
and facilitation of 
work of hotel staff.
Role of Front Office:
Hub of the Hotel
Explain how 
information generated 
by the front office is 
used for staff scheduling 
and work assignments 
by other departments.