13341345 3 Front Office Accommodation Product And Hotel Guest
Front Office Operations Accommodation Product and Hotel Guest Amenities
Rooms Division Front Office Department Housekeeping Department PABX or PBX / Telephone Department Laundry Department Concierge/Bell Service Department /Porter Service
F.O. OperationsReservationsRegistrationsRoom and rates assignmentGuest ServicesRoom StatusMaintenance and settlement of guest accounts as well as city ledgerCreation of guest history by using guest history cardex
AccommodationProductOne of the main products provided by a hotelOne of the largest sources of incomeA guest purchasing accommodation also receives other facilities and benefits such as ambience, décorations and security
Types of guest roomsHotel guest rooms canbe classified as:The number and size of bedsDécor, Room size and ViewSpecial types of accommodation for particular types of guests Executive floor for business executives and presidential suites for VIPs
Number and size of bedsTypes of No. of No ofroom beds people/room Single 1 1 Twin 2 2 Double 1 2 Queen 1 2 King 1 2
Décor, Room size and View Type Size (2m) View Examples Décorations Standard single 23.5 Garden view Pine furniture Superior double 23.5 Sea view Pine furniture Deluxe twin 28.6 Sea view Rosewood furniture Deluxe double 28.6 Sea view Rosewood furniture Suite 105.9 Sea view Antique furniture
Executive Floors andPresidential SuitesThe Executive Floors Separate check-in procedures Meeting-room facilities Internet / Broadband service Separate breakfast room and bar areas
Executive floors andpresidential suitesNon-smoking floors Awareness of health consciousWomen-only floors With sense of securityPresidential suites Target up-market or wealthy clientele, and VIPs
Room Rack Rate / Full Rate Normal standard rate for the room with no meals included Corporate / Commercial rate Rate agreed between a company and hotel for all individual room reservations Group rate Rate agreed between travel agent and hotel for group room reservations
Room Rates IT rate Rate agreed between travel agent and hotel for all individual room reservations Crew rate Rate agreed between airline and hotel for their airline crew room reservations
Hotel Brochures andTariffs Sales and marketing tools Help to sell the accommodation food and beverage, facilities and services of a hotel Tariffs are usually printed separately as an insert
Types of hotel guest Hotel guests can be classified according to their: Purpose of visit Group size Origin
Purpose of visit 1) Pleasure (Leisure) travelers Known as tourists Sightseeing or entertainment Highly seasonal Attracted by special festivals, sports or cultural events Price-sensitive
Purpose of visit1) Business travelers Carrying out business Largest sources of demand for accommodation Types of business traveler Individual business travelers Corporate business travelers Conference participants
Group size Independent traveler Travels alone For business or pleasure Group booking Book through travel agent Travel agent acts as a representative Receives commission
Selection of a hotelAdvertisementsRecommendations (words of mouth)Location of a hotelPricingPreconceptions of a hotel
Guests and their needsBusiness traveler Ease in making a reservation Quick check-in Reliable and comfortable product Discreet meeting places (lounges, conference rooms) Early breakfast and quick check-out
FUNCTIONS of FrontOfficeSell guestrooms, register guests and assign roomsProcess future room reservations, when there is no reservation department or when it is closedCoordinate guest servicesProvide information about the hotel, community, attractions or events
Functions of F.O.Maintain accurate room status informationMaintain guest accounts and monitor credit limitsProduce guest account statements and complete proper financial settlement
Guests and their needsTourist Friendly front office staff Budget accommodation Convenient location
Room Status TerminologiesOccupied: A guest is currently registered to the room.Complimentary: The room is occupied, but the guest is assessed no charge for its use.Stayover: The guest is not expected to check out today and will remain at least one more night.On-change: The guest has departed, but the room has not yet been cleaned and readied for re-sale.Do Not Disturb: The guest has requested not to be disturbed.
Room StatusTerminologies Sleep-out: A guest is registered to the room, but the bed has not been used. Skipper: The guest has left the hotel without making arrangements to settle his or her account. Sleeper: The guest has settled his or her account and left the hotel, but the front office staff has failed to properly update the room’s status. Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest. Out-of-order: The room cannot be assigned to a guest. A room may be out-of-order for a variety of reasons including the need for maintenance, refurbishing, and extensive cleaning
Room Status Terminologies Lockout: The room has been locked so that the guest cannot re-enter until a hotel official clears him or her. DNCO (Did Not Check Out): The guest made arrangements to settle his or her account (and thus is not a skipper), but has left without informing the front office. Due out: The room is expected to become vacant after the following day’s checkout time. Checkout: The guest has settled his or her account, returned the room keys, and left the hotel. Late Check-out: The guest has requested and is being allowed to check out later than the hotel’s standard check-out time.
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