Front Office Knowledge Base
This library is designed to support consistent Front Office execution across AM, PM, and Night Audit. Each guide helps the team understand not only what to do, but why the task matters, what should be verified before moving forward, and when a concern should be escalated.
PMS reference guide for reservations, billing screens, open folios, due-outs, traces, cashiering, no-shows, and Night Audit workflows. This guide should be used when agents need a clear starting point for completing common Opera Cloud tasks.
Open Opera Cloud GuideReference guide for pre-arrival planning, the Pre-Arrival Dashboard, guest profiles, stay history, alerts, traces, preferences, B2B reservations, and arrival preparation. This guide supports proactive service before the guest reaches the desk.
Open Colleague Advantage GuideGuide for member recognition, elite tiers, arrival acknowledgment, upgrades, award stays, benefit verification, and service expectations. This section should help agents confidently recognize loyalty without guessing or overpromising.
Open World of Hyatt GuidePractical guide for OTA reservations, virtual cards, routing instructions, PM accounts, award stay routing, group billing, direct bill, authorizations, declined payments, and common billing mistakes that should be caught before check-in.
Open Billing GuideFront Office guide for guest complaints, emotional acknowledgment, escalation language, recovery documentation, compensation awareness, difficult conversations, and the difference between solving a problem and simply reacting to one.
Open Service Recovery GuideProperty-specific guide for front desk expectations, shift communication, pass-along standards, phone etiquette, documentation, arrival experience, workspace ownership, and professional conduct at the desk.
Open Barnett StandardsGuide Library
These resources are intended to support daily Front Office execution, new hire training, shift consistency, and manager follow-up. They should be used as quick-reference guides during live operations and as training material when reviewing common desk responsibilities. When a guide references billing, loyalty benefits, payment handling, service recovery, or system procedures, agents should still follow current property direction and escalate any uncertainty before making guest-facing commitments.