What Is a Hotel Back Office? Meaning, Roles, 4 Facts

Back offices are essential to the operation of any successful hotel. The hotel’s back office provides all the tools necessary for a business to function efficiently. The article that follows will provide the most specific information on the subject. 

What Is a Hotel Back Office?

The back office of a hotel is a room or area equipped to handle some of the hotel’s more complex financial and business-related tasks. This area of the hotel frequently houses the hotel’s executive offices.

What Is a Hotel Back Office?

Larger hotels or franchisees in a chain may have more back office components than smaller independently owned hotels, which may have none.

Hotel Back Office Roles and esponsibilities

A system for managing long-term financial data is one of the most crucial roles of a hotel’s back office. In order to generate annual accounting reports and manage long-term financial data, hotels frequently purchase back office software from software companies.

This is in contrast to the front office or front desk of a hotel, where lower-level employees frequently keep customer-collected cash, updated information on nightly or weekly financials, and credit card information for recent guests.

Larger hotels typically have a sophisticated database for guest information and data storage. This is typically kept in the hotel’s back office and is regarded as a back office function.

This type of information is necessary for confirming prior stays by a particular guest, as well as for generating complex statistics on room rates and the hotel’s annual or long-term operating expenses. Frequently, the entire long-term budget of a hotel is produced in the back office.

Importance Of a Hotel Back Office

Simpler & Cheaper

The back office can become more expensive as a hotel grows, particularly if multiple franchise locations are administered from the same location. A hospitality management company has vast experience managing the back offices of a variety of hotels at a reduced cost.

Back office management is simplified with a centralized point of control and minimal monitoring equipment. In contrast, an internal back office staff will incur salaries, vacation days, bonuses, and other expenses. A remote back office support staff is only required to have authorized access and a point of contact at the property.

A back office management company handles your hotel’s services without incurring additional expenses by utilizing its own infrastructure, software, and personnel. This is enhanced by the simplicity of minimizing downtime with knowledge and quickly resolving problems with experience.

What Is a Hotel Back Office?

Expert Integration and Software Management

Moreover, hospitality management companies offer hotels both comprehensive and specialized software connections. The back office, for instance, requires innovative software for revenue management, technology monitoring, customer support, and database access.

The entire hotel staff, including the manager, concierge, chef, housekeeping, and security, must have access to the PMS and mobile systems. In order to maintain a high level of service, each member of the staff must have easy access to the hotel’s software and databases in order to make informed decisions.

Typically, a company specializing in hotel technology management will provide all relevant tools, connect them to the property management system (PMS), and synchronize other software to ensure management from a single interface. During migrations, a hospitality management company may offer PMS integration at both new and existing properties.

Remote Management & Control

While an on-site team requires a manager to be present at all times to handle the back office, hotels with a high occupancy rate may benefit from remote management. Due to modern technology, hotel employees are no longer required to be physically present in the back office for high-priority decisions.

The integration of Web-based software and a mobile PMS allows hotel staff to access workstations and software from any Internet-connected location.

These remarkable technologies enable hotels to centralize property management, thereby reducing expenses and personnel costs.

A managed back-office service may be of great benefit to your hotel, allowing your staff to have more space while providing 24/7 monitoring 365 days a year. A remote software engineer monitors the back office on a regular basis in order to maintain the functionality of all financial and administrative technologies.

Enhanced Hotel Efficiency

A managed back office may be of assistance to both franchise and independent hotels. A minor inaccuracy in the back-office systems of a hotel can lead to larger issues, such as pricing, inventory, and invoicing. Managed back offices are typically more efficient, compliant, and advantageous to the overall asset.

The flexibility and peace of mind provided to hotel management by a back office managed by a hospitality technology provider is one of the greatest benefits of this solution. System compliance and security are maintained through constant monitoring, allowing hotel employees to remain connected to databases, systems, and applications throughout the day.

Consider the ease with which employees can view their schedules, accountants can process invoices from home, and marketers can access and analyze data quickly. In addition to alarms, tasks, and messages, well-managed software may also provide notifications.

Compliance & Security

Planned for security is the most important concern for hotels around the world. The hospitality industry is the second most susceptible to cyberattacks, necessitating an effective electronic management policy.

What Is a Hotel Back Office?

Due to the vast amount of financial and personal data at risk, a skilled network engineer is required to protect and monitor hotel technology.

The rapid increase in cybercrime in the hospitality industry necessitates the implementation of a robust cybersecurity infrastructure in hotels. Any technology policy must now include provisions for database authorization, firewall security, threat detection and protection, employee training, etc.

Compliance is a major issue in the vast majority of hotels around the globe, which utilize obsolete technology and defective software. As (single and small) hotel owners are typically uninterested in updating their IT infrastructures, hardware is the most significant aspect of the hospitality industry.

A back-office system that is highly compliant will ensure that your hotel has almost no service delivery concerns. Compliant hardware is required for the efficient operation, administration, and control of hotel PMS and other applications. Due to the need for constant monitoring of payment systems and guest databases, it is essential that specialists oversee the hotel’s digital infrastructure.

To prevent cybercrimes, a managed back office may benefit from continuous security updates and technological compliance.

The difference between of the front desk or hotel back office

The typical organization of hotel employees represents a second distinction between the front desk or front office and the back office of a hotel. Typically, front desk personnel address current passenger concerns and interact directly with guests.

Also an option for guest relations managers is the front desk. In contrast, a hotel’s general manager typically works behind the scenes and rarely interacts with guests.

In addition to bookkeepers and supervisors of the maintenance or cleaning staff, special sales managers and others who do not frequently interact with present visitors typically work in a separate office.

A different approach to understanding the back office of a hotel is to examine franchise hotels that are part of a larger network. In these hotels, the back office will contain the majority of the data transmitted to the corporate headquarters.

Depending on how the hotel chain is managed at the highest level, the back office may have an entirely different layout than the front desk or front office.

Low Cost Tech Helps Connect FOH with Back of House

Staff from multiple departments and shifts are difficult to coordinate. The hospitality industry utilizes hotel and restaurant management systems to facilitate exceptional guest experiences. And when you factor in the industry’s high employee turnover rate, it seems impossible! Bringing the front and back of the house together using traditional offline methods is extremely challenging.

When a hotel’s technology is not integrated, its operations are often ineffective and inefficient. Inadequacies in technology integration may result in a lower level of customer service, limited preventative maintenance, and a large amount of time spent by employees performing manual tasks. How precisely do technologically integrated solutions resolve these problems?

Deliver Better Guest Service

Suppose you are a hotel guest who, upon entering your room, discovers that the light is out. You contact the front desk, which assures you that someone from housekeeping will replace the light bulb immediately.

What Is a Hotel Back Office?

You wait interminably, but nobody appears. You are irritated, and your experience at the hotel has deteriorated. What went improper? Your request may have been miscommunicated between the front desk and the cleaning staff due to the lack of an effective method for communicating such requests.

In a hotel employing integrated technology, the front desk agent’s request would have been sent directly to the HotSOS housekeeping module, activating that department. The cleaning staff may have been equipped with radios that alert them to incoming requests in real time.

Streamline Proactive Maintenance and Inventory Management

To return to our light bulb example, integrated technology may help the hotel ensure that no guest enters a room experiencing maintenance issues.

The hotel may install smart sensors on all of the lights, including those in guestrooms and public areas, that transmit alerts when a light bulb needs to be replaced. Without these sensors, the cleaning or maintenance staff must rely on front desk personnel to report problems as they occur, rather than preventing them beforehand.

Reduce Manual Tasks

In hotels, a POS system (or PMS) typically connects teams to ensure a consistent guest experience. In addition to improving the efficacy of communication, an integrated technology stack may increase staff productivity by reducing manual labor.

It is possible to automate tasks such as pulling reports, maintaining inventory, delivering messages to visitors, and more, in order to save employee time and reduce human error.

Spending less time on manual tasks enables front-of-house employees to devote more time to providing superior service and individualized care. Back-of-house employees can devote more time to strategic projects, as opposed to routine reporting, due to automation.

What Is a Hotel Back Office?

Front-of-house and back-of-house personnel must be completely synchronized, particularly between shifts, in order to manage a great hotel and provide excellent guest service. Amadeus’ integrated solutions are the key to ensuring that everyone is on the same page in real time and nothing falls through the cracks.

Conclusion

A hotel’s back office is a central location for storing information and communicating with various parties regarding a property.

The front desk is the hotel’s face, while the back office is the hotel’s brain. It is where all of the hotel’s property data is stored and shared with various departments.

At the front desk, guests check in and check out. They offer service to the guests. The back office is responsible for all daily operations of a hotel.

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Pat Moriarty
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