Information contained in this presentation has been obtained by Tata McGraw-Hilll, from sources to be reliable.

1. HRO4:
HOTEL
GUEST
FRONT OFFICE PROCEDURES
SOURCE: S.ANDREWS
FRONT OFFICE MANAGEMENT &
OPERATIONS
INTERNATIONAL EDITION 2008
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2. Getting to know your Guests
 Why we need to know our future customers?
 Are they really essential to our daily routine
being a hotelier? Why?
 What are the typical guests that we will be
encountered?
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3. Our Guests..

4. The 12 characteristics of the future guest:
:
 Woman power.
- they now represent
a substantial
travelling public and
need special attention
to their specific needs.
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5. The 12 characteristics of the future guest:
Business Wealth.
- the buzzword in
today’s commercial
world is “
Privatisation”. The
result of this is that
business executives and
entrepreneurs expect
high quality rooms
and services.
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6. The 12 characteristics of the future guest:
 Emotional
Experiences
- Guests have become
adventurous. They want
a total experience that
will trigger emotions.
- The eyes would like to
see unique costumes,
lightning, food
presentations and
décor.
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7. The 12 characteristics of the future guest:
 Health Conscious
- Guests are working
hard at keeping fit
and healthy.
Healthy Organic
foods being offered
in the Hotel’s F & B
dept. will be surely
in demand.
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8. The 12 characteristics of the future guest:
 Value-addition
-this refers to the
extras given for a
particular price.
For an instance,
business executives
may expect a free
limousine service
from the airport to
the hotel.
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9. The 12 characteristics of the future guest:
 Information
- Curiosity has
spurred guests to
travel, made easy by
quicker transportation
and tour packages.
They want an access
to their runing room
bills to monitor their
budgets and
expenditures.
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10. The 12 characteristics of the future guest:
 D-I-Y competent
- Guest are willing to
do things
themselves. While
western person is
manually competent
and the vast lot of
oriental people who
have migrated to the
west as well.
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11. D-I-Y Vendo Machine ( convenience store)
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12. The 12 characteristics of the future guest:
 Techno-savvy
- In addition to being
D-I-Y competent,
guests are
comfortable in using
web and would like
to take control of
their living
experience during
their stay in a Hotel.
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13. The 12 characteristics of the future guest:
 Hygiene Conscious
- guests are now very
particular about
hygiene, particularly
on how their rooms
are prepared and
those that serve
them. They are willing
to sue hotels for
unhygienic conditions.
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14. The 12 characteristics of the future guest:
 Language Savvy
- While English is still
the popular
language in the
global economy,
hotels with multi
lingual front office
staff will be able to
attract muti national
clientele.
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15. The 12 characteristics of the future guest:
 Point Casting
- The term relates to
specialization in a
very narrow field.
- Guests will patronize
hotels which have
achieved consistent
excellence and
authority in a narrow
field.
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