Chapter 4 front office practice

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Chapter 4 front office practice

  1. 1. ROOMS
  2. 2. CHAPTER FOCUS POINT Demonstrate effective communication related to product and service information provided at the front office a) Describe types of room and its facilities b) Classify types of room rates • Rack rate • Corporate rate • Airline rate • Group rate • Commercial rate • Package rate • Government rate • Half-day rate • Complimentary rate
  3. 3. CHAPTER FOCUS POINT c) Identify factors affecting room rates – Size of the room – Room location and view – Breakfast charges – Amenities – Guest services d) Apply room management and operation procedures in any hotel or commercial facilities
  4. 4. TYPES OF ROOM AND ITS FACILITIES
  5. 5. TYPES OF ROOMS
  6. 6. TYPES OF ROOMS TYPES OF ROOMS SUITE DELUXE SUPERIOR STANDARD ECONOMY
  7. 7. Suite • Suite is the most expensive room in a hotel. • Usually suite is larger than a normal room. • This type of room is geared to the needs of wealthy people and VIPs. • The furnishings and fixtures are expensive and exotic. • Normally suite has a king-size bed and consists of two or more rooms, kitchenette and conference room. • Suites often have beautiful view or scenery and the best available location. TYPES OF ROOMS
  8. 8. Deluxe • This type of room normally represents the maximum rate charged by the hotel for a regular size sleeping room. • Normally the standard and size of the rooms and facilities offered are suited to the special needs of the business clientele. • Bedding includes queen or king-size bed. • The room has a considerable high level of comfort, furnishings and décor, and its location is the next best available. TYPES OF ROOMS
  9. 9. Superior • Generally it represents the moderate or medium rate type of room. • Bedding includes a double, queen or king- size bed. TYPES OF ROOMS
  10. 10. Standard • Normally represents the hotel’s minimum rate for a regular-size sleeping room. • Typically bedding consists of one or two double beds, a queen or twin beds. TYPES OF ROOMS
  11. 11. Economy • Rooms offered at this category might be reserved for overflow situations, discounted rates or special promotions. • It is usually priced below the normal minimum rate and has certain drawbacks such as undesirable location or small floor plan. TYPES OF ROOMS
  12. 12. ROOMS FACILITIES
  13. 13. • The basic accommodation consisting only of a room with a bed, a cupboard, a small table and a washstand. • Nowadays, rooms has largely been replaced by rooms with modern facilities which including en-suite bathrooms and air conditioning or climate control. ROOMS FACILITIES
  14. 14. • Additional common features found in hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-bar with snack foods and drinks, and facilities for making tea and coffee • Luxury features include bathrobes and slippers, a pillow menu, twin-sink vanities, and Jacuzzi bathtubs. • Some hotels offer meals as part of a room and board arrangement ROOMS FACILITIES
  15. 15. Guestroom Amenities Stationery Postcard Pen Laundry bag Complimentary coffee or tea, sugar and powdered creamer Chocolate or mints provided with turndown service Television programmed guide Coffee or tea maker Hanger Blanket Pillow and pillow case Ironing board / iron Refrigerator/Mini bar ROOMS FACILITIES
  16. 16. Guestroom facilities Bathroom Amenities Facial soap Bath soap or shower gel Shampoo Shower cap Sewing kit ROOMS FACILITIES
  17. 17. TYPES OF ROOM RATES
  18. 18. ROOM RATES ROOM RATE CORPORATE RATE RACK RATE COMMERCIAL RATE AIRLINE RATE GROUP RATE GOVERNMENT RATE PACKAGE RATE HALF-DAY RATE COMPLIMENTARY RATE 1 2 3 4 5 6 7 8 9
  19. 19. Rack rate • The highest room rate charged by the hotel • It is the hotel’s normal room rate, which means a standard rate for the room, with no meals, discounts, or reduction. • Do not necessarily produce the most income for the hotel ROOM RATES
  20. 20. CORPORATE RATE • Offered to the businesspeople staying in the hotel • Can be broken down into businesspeople who are frequent guests ( a specific number of visit per week or per month) • Employees of a corporation that has contracted for a rate that reflect all business from the corporation. ROOM RATES
  21. 21. Airlines Rate • It is a special discounted rate for the crew of one or more airlines that offer certain volume of business throughout the year on a consistent and continues basis. ROOM RATES
  22. 22. Group and Tour Rate • This is a discounted rate for an organisation that has a large block of rooms. • For group bookings, a 20 or 25 per cent discount of the normal room rack rate might be offered when it quotes a rate. • A tour operator might also be offered discounts by the hotel, in return for a commitment to purchase a minimum number of rooms over a set period of time. ROOM RATES
  23. 23. Commercial Rate • Room rate for businesspeople that represent a company and have infrequent or sporadic patterns of travel. • Major segment of hotel guest- warrant a special rate. • Example: Hiltons’ hotel – Hilton Honors, a card issued and valid for each visit. After specific number of visit- get free room-night ROOM RATES
  24. 24. Package Rate • This is a set rate that is offered to the public in conjunction with other services. • For example, a football package that includes accommodation, tickets to the ball game and transportation to the stadium. • Other popular packages include honeymoon, weekend and New Year’s packages. ROOM RATES
  25. 25. Government Rate • A negotiated discounted rate with government bodies for their travelling officials and foreign visitors. • When government officials travel for official work, they are given a travel allowance to cover their meals, hotel and other out-of-pocket expenses. • A hotel interested in catering to this segment, they may quote room rates that match to government servants travel allowance. ROOM RATES
  26. 26. Half-day Rate • A room rate based on length of guest stay in a room • Applied to guest who use a room for three or four hours a day • Not overnight – 1p.m to 5p.m • To rest after sightseeing or shopping or between flight. • Room usually will be rented again that evening ROOM RATES
  27. 27. COMPLIMENTARY RATE • No charge to the guest. • The management of the hotel reserve the right to grant comp rooms for various reasons. • Guest who are part of the hotel’s management hierarchy or personnel group may receive comp room as a fringe benefit. • This rate does cost the hotel, but cost usually outweighed by the goodwill generated. ROOM RATES
  28. 28. FACTORS AFFECTING ROOM RATES
  29. 29. FACTOR AFFECTING ROOM RATES Size of the room Room location and view Breakfast charges Amenities Guest services FACTORS AFFECTING ROOM RATES
  30. 30. SIZE OF THE ROOM – Mostly, 6-star and 5-star hotel which provide a room with living hall The bigger size of the room, the room rates will be higher. FACTORS AFFECTING ROOM RATES
  31. 31. ROOM LOCATION AND VIEW – The location also plays an important role in determining the room rate. – Hotel in a city centre or business centre, near places of tourist interest or a scenic locales would have a higher rate. – Rooms with a better view would have higher charges as compared to rooms facing a parking lot or a noisy commercial street. FACTORS AFFECTING ROOM RATES
  32. 32. BREAKFAST CHARGES – A hotel which provide breakfast as their complimentary meals usually will charge their room rates more than a hotel that only provide a room without breakfast. – Normally, hotel that provide breakfast, they already counted the expenses of meal with their room charge. That is why their room rate will be more than a hotel that only provide a room. FACTORS AFFECTING ROOM RATES
  33. 33. AMENITIES – A hotel offering extra amenities than usual such as slipper, bathrobe and etc inside the room will charge a higher room rate comparing to hotel with limited services. – Besides, a hotel which do not provide any amenities inside the room will charge a lower room rate. – Some of the hotel which do not provide any amenities inside room, make a different charge if the guest wants their amenities FACTORS AFFECTING ROOM RATES
  34. 34. GUEST SERVICES – The level of services offered by a hotel determines the room rent to a large extent. – A hotel offering the best of services like spa, gymnasium, banquet halls, specialty restaurant will charge a higher room rate comparing to hotel with limited services. – The guest and staff ratio would be higher in 5-star hotels as they provide more personalized guest services. FACTORS AFFECTING ROOM RATES
  35. 35. ROOM MANAGEMENT AND OPERATION PROCEDURES
  36. 36. – As a frontlines, we should understand and know how to manage a room – Managing a room is a way how we allocate the room to the guest. – Rooms for prepaid reservations are often assigned before guests arrive. – Assigning a room must consider with the guest request. – Assigning a room usually will be done floor by floor to reduce the cost. ROOM MANAGEMENT AND OPERATION PROCEDURE
  37. 37. THE END

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