Hotel Room Categories and Attendant Roles
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Hotel Room Categories and Attendant Roles

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What is the primary responsibility of a Floor Supervisor?

  • Manage hotel finances
  • Ensure rooms are cleaned according to SOPs (correct)
  • Clean public areas
  • Check in guests

    • A Junior Suite has separate rooms for different areas.

    False

    What type of room includes work desks and workspaces for business travelers?

    Executive Room

    The __________ is the most luxurious type of hotel accommodation, often providing personalized services.

    <p>Presidential/ Royal Suite</p> Signup and view all the answers

    Match the bed type with its description:

    <p>Single/Twin bed = Designed for one person, 38” x 75” inch Queen bed = Larger than a double bed, 60 × 79.5 Inch California King bed = Longer but narrower, 72 × 84 Inch Sofa bed = A couch that converts into a bed, 39 × 75 Inch</p> Signup and view all the answers

    Which room category is known for having premium amenities and a spacious layout?

    <p>Suite</p> Signup and view all the answers

    The size of a double bed is 53.5 × 74.5 inches.

    <p>True</p> Signup and view all the answers

    What is the function of Public Areas Attendants in a hotel?

    <p>To ensure that public areas such as restrooms, corridors, and lobby are cleaned.</p> Signup and view all the answers

    What is included in a Full Board reservation?

    <p>Room, Breakfast, Lunch, Dinner</p> Signup and view all the answers

    A Non-guaranteed reservation requires pre-payment from the guest.

    <p>False</p> Signup and view all the answers

    What type of reservation keeps the booking until 18:00 if the guest does not show up?

    <p>Non-guaranteed</p> Signup and view all the answers

    An __________ reservation allows guests to enjoy food, drinks, snacks, and extra activities during their stay.

    <p>All Inclusive</p> Signup and view all the answers

    Match the following reservation types with their features:

    <p>Guaranteed = Pre payment guaranteed reservation Non-guaranteed = No pre-payments made Corporate guaranteed = Reservation made through corporate use Voucher = Prepaid reservation using a voucher</p> Signup and view all the answers

    Which of the following sources is NOT a method for making reservations?

    <p>Call Center</p> Signup and view all the answers

    Guests must provide personal information when making a booking.

    <p>True</p> Signup and view all the answers

    Special requests can include items such as an extra bed or __________ type.

    <p>pillow</p> Signup and view all the answers

    What does 'VC' stand for in room status?

    <p>Vacant and Clean</p> Signup and view all the answers

    A guest's special request does not need to be communicated to other departments.

    <p>False</p> Signup and view all the answers

    What information is collected at check-in?

    <p>Passport, contact details, signature</p> Signup and view all the answers

    The status 'VO' means __________.

    <p>Vacant and Out of Order</p> Signup and view all the answers

    Match the following room statuses with their definitions:

    <p>VO = Rooms that are vacant but out of order VC = Rooms that are unoccupied and have been cleaned VI = Rooms that are vacant and inspected VD = Rooms that are unoccupied and dirty</p> Signup and view all the answers

    What is a prerequisite for pre-registering guests?

    <p>Reviewing booking and individual requirements</p> Signup and view all the answers

    A deposit allows a guest to put spending on their room's account during their stay.

    <p>True</p> Signup and view all the answers

    When working with groups, you might pre-assign rooms based on __________.

    <p>Party size or special requests</p> Signup and view all the answers

    What should employees check against the credit card holder's government-issued ID?

    <p>The CC holder names</p> Signup and view all the answers

    Employees should share money drawers among themselves to ensure efficient transactions.

    <p>False</p> Signup and view all the answers

    What should be done upon the report of a lost item?

    <p>Act quickly and professionally.</p> Signup and view all the answers

    During a typhoon, communication challenges can arise due to __________.

    <p>power outages</p> Signup and view all the answers

    What is the best way to control access to a hotel room?

    <p>Keep a strict control over room keys</p> Signup and view all the answers

    Match the financial threats with their descriptions:

    <p>Fake Cash = Using counterfeit money for transactions Stolen Items = Loss of personal belongings by guests Stealing Cashier = Employees taking money from the cash drawer Guest Intoxication = Impaired guests affecting their behavior</p> Signup and view all the answers

    Installing cameras in strategic locations is not necessary for guest safety.

    <p>False</p> Signup and view all the answers

    What should staff be trained on in preparation for a typhoon?

    <p>Emergency procedures.</p> Signup and view all the answers

    Which of the following is NOT a type of guest complaint?

    <p>Financial</p> Signup and view all the answers

    Guests should be encouraged to take complaints personally.

    <p>False</p> Signup and view all the answers

    What should be done first when handling a guest complaint?

    <p>Listen with Empathy</p> Signup and view all the answers

    Compensation might include room upgrades, discounts, or _____ services.

    <p>complimentary</p> Signup and view all the answers

    Match the type of complaint to its category:

    <p>Equipment defect = Mechanical Inconvenient hours = Service related Employee arguing = Attitudinal Negative emotions = Unusual</p> Signup and view all the answers

    Which of the following is a step in handling a guest complaint?

    <p>Show empathy</p> Signup and view all the answers

    Duration of the problem is a criterion for providing compensation.

    <p>True</p> Signup and view all the answers

    What is a common guest behavior when complaining?

    <p>Emotionally</p> Signup and view all the answers

    To effectively follow up on a complaint, one must monitor the _____ of the solution.

    <p>progress</p> Signup and view all the answers

    Study Notes

    Room & Public Attendants

    • Floor Supervisors are responsible for ensuring rooms are cleaned according to standard operating procedures (SOPs), conducting spot checks, verifying the implementation of special requests, updating the housekeeping office on room conditions, and managing lost and found items.
    • Public Areas Attendants are responsible for keeping public areas clean (including restrooms, corridors, lobbies, etc.).

    Room Categories in Hotels

    • Standard Room: A basic room equipped with a bed, bathroom, and a small sitting/desk area.
    • Deluxe Room: Similar to a standard room, but with better furniture and possibly a view.
    • Superior Room: Features similar amenities to a deluxe room, but with more space and a desirable location.
    • Suite: Offers a luxurious experience with a large bedroom, separate rooms for a bathroom, sitting area, and kitchenette. They might have more than two separate rooms and include premium amenities.
    • Junior Suite: Smaller than a suite, offering a large room with different areas but not separated. It provides suite-like comforts and features a single large room with no separate rooms.
    • Executive Room: Designed for business travelers, featuring work desks and designated work spaces.
    • Presidential/Royal Suite: The most luxurious option, offering ample space, personalized services, and premium amenities.

    Bed Types in Hotels

    • Single/Twin Bed: Designed for one person. Commonly found in rooms with two separate beds, intended for solo travelers or guests sharing a room. Size: 38” x 75” inch.
    • Double Bed/Full Bed: Can accommodate two people. Larger than a twin bed but smaller than a queen bed. Often found in economy or older hotels. Size: 53.5 × 74.5 inch.
    • Queen Bed: Larger than a double bed, comfortable for two people. Size: 60 × 79.5 Inch.
    • King Bed: One of the largest hotel beds, providing ample space for two people. Ideal for guests who prefer extra space while sleeping. Size: 76 × 79.5 Inch.
    • California King Bed: Longer but narrower than a king bed, ideal for taller guests requiring extra legroom. Size: 72 × 84 Inch.
    • Sofa Bed: A couch that converts into a bed. Typically found in family rooms for an extra sleeping space. Size: 39 × 75 Inch
    • Baby Cot: A larger sleeping option than a crib, suitable for babies and toddlers up to four or five years old. Cots may have taller sidewalls and lack boards all the way around.

    Booking Plans

    • Room Only: Includes only the room.
    • Room and Breakfast: Includes room and breakfast.
    • Half Board: Includes room, breakfast, and one meal (lunch or dinner).
    • Full Board: Includes room, breakfast, lunch, and dinner.
    • All Inclusive: Includes room, breakfast, lunch, dinner, snacks, drinks, and extra activities.

    Reservation Types

    • Guaranteed: Requires prepayment to secure the reservation. Payment card guaranteed reservation, advance deposit, voucher, or corporate guarantee. The booking is held until the guest becomes a no show (1 night).
    • Non-Guaranteed: The guest does not make any pre-payments and will pay upon arrival. The room may be kept until 6 PM.

    Reservation Sources

    • Direct: Includes bookings through the hotel website or walk-ins.
    • OTA (Online Travel Agents): Online travel agencies like Booking.com, Expedia, etc.
    • TA (Travel Agents): Traditional travel agencies that handle bookings.
    • GDS (Global Distribution Systems): Systems used by travel agencies and corporate travel departments to access hotel inventory and make reservations.

    Reservation Process (Direct)

    • Greet the caller.
    • Identify the caller's needs.
    • Present the hotel's location and facilities.
    • Propose accommodation options.
    • Close the sale.
    • Collect reservation information.

    Required Information for Guest Bookings

    • Personal Information (home address, phone number, etc.).
    • Booking Details (check-in and check-out dates).
    • Payment and Billing Information.
    • Preferences and Requests.
    • Special Requests and Needs.
    • Travel Information.
    • Additional Guests.
    • Loyalty Program Information.
    • Group Booking Information.
    • Package Deals/Promos.
    • Health and Safety Information.
    • Cancellation and Refund Policy.

    Reservation Process (Special Guest Requests)

    • Location: High floor, proximity to the elevator, specific view, etc.
    • Special Occasion: Honeymoon, anniversary, birthday, etc.
    • Items: Extension cable, printer, pillow type/quantity, extra bed, baby cot, etc.
    • Health: Shower amenities type, hypoallergenic pillows, etc.
    • Belief: Prayer mat, removal of alcohol from the minibar, Bible, etc.

    Employee Training Guidelines

    • Verify CC holder names with government-issued ID.
    • Make a copy of the passport and include it with the booking.
    • Collect guest signatures on the bill upon check-out.
    • Input CC numbers into the Property Management System (PMS).

    Financial Threats

    • Fake Cash: Ensure proper procedures for handling cash transactions and verifying authenticity.
    • Stolen Items: Implement safety measures like explaining the use of safety boxes, controlling room keys (master and guest keys), hiring and training a security team, installing strategic cameras, and responding promptly and professionally to reports of lost items.
    • Stealing Cashier: Implement measures to prevent theft at the front desk, such as limiting cash drawer sharing, assigning an employee per drawer, daily cash counting and exceeding amount drop off, and ensuring the drawer is only opened by accounting.

    Natural & Accident Threats

    • Typhoon and Flooding: Prepare emergency kits, ensure backup power sources, secure outdoor areas, train staff on emergency procedures, and communicate clearly with guests.

    Human Threats

    • Trespasser: Implement measures for dealing with unauthorized entry.
    • Kidnapped Child: Train staff to recognize potential signs and report it to authorities.
    • Sexual Assault: Have a clear policy and procedure for handling such situations.
    • Guest Intoxication: Establish guidelines for dealing with intoxicated guests and ensure their safety.
    • Death Handling: Implement a protocol for handling death in the hotel.
    • Prostitution: Strict policies for prohibiting prostitution in the hotel (day use).

    Performing a Check-in

    • Preregistration Activities:
      • Review booking information and individual requirements.
      • Inform related departments about special requests.
      • Pre-assign rooms (for parties, groups, etc.).
      • Prepare housekeeping requests (honeymoon set up, extra bed, minibar removal).
      • Prepare engineering requests (extra lamp, printer).
      • Prepare F&B service and production requests (allergies, special events, birthday cakes).
    • Creating Registration Record:
      • Collect guest information (passport, contact details, signature).
      • Reconfirm booking information (check-in/out dates, room type, booking plan).
      • Request payment methods (cash, deposit).
      • Input collected information into the PMS.
    • Assigning the Guest Room and Room Rate:
      • Identify and allocate an available room in the appropriate category.
      • Consider check-in/out times, estimated times of arrival/departure, and room status.
      • Consider guest preferences (floor, view, proximity to elevator).
      • Manage party/group reservations and VIP levels.

    Performing a Check-out

    • Inquire and post additional charges.
    • Verify account information.
    • Present the guest folio.
    • Process account payment and refund deposits.
    • Secure the room key and update the room status.
    • Inquire about the guest’s experience and encourage participation in guest satisfaction surveys.
    • See off guests.

    Guest Complaint Types

    • Service Related: Inconvenient opening hours, employees not following SOPs, incorrect bed type upon arrival, room not cleaned properly.
    • Mechanical: Equipment defects (A/C, bathroom, bed comfort, room view).
    • Attitudinal: Employees arguing with guests or among themselves, overhearing employees gossiping, employees sharing personal problems with guests.
    • Unusual: External factors like negative emotions due to weather.

    Handling Guest Complaints

    • Never take it personally. Complaints are rarely directed at you, but rather at a specific situation.
    • Own the problem. Be responsible for addressing the issue.
    • Listen with empathy. Understand the guest's perspective.
    • Isolate the guest. Take them to a private area to discuss the issue.
    • Stay professional. Maintain a calm demeanor.
    • Show empathy. Express understanding and apologize for the inconvenience.
    • Take notes. Document the complaint details for reference.
    • Provide solutions. Offer potential resolutions to the issue.
    • Set a completion time. Give a timeframe for addressing the problem.
    • Monitor the progress. Follow up to ensure the solution is implemented.
    • Follow up. Reach out to the guest after the issue has been resolved to ensure satisfaction.

    Guest Complaint Compensation

    • Always confirm compensation with authorization. Do not promise what you cannot deliver.
    • Compensation Options: Room upgrades, discounts, refunds, complimentary meals, spa or activity credits, late check-out or early check-in, gift baskets, transportation services, loyalty points, personalized services, sincere apologies, and follow-up.
    • Criteria for Compensation: Severity of the issue, duration of the problem, guest loyalty status, type of compensation, guest expectations, brand standards, managerial discretion, and market competitiveness.

    Handling Guest Reviews

    • Analyze the feedbacks.
    • Report to senior management.
    • Provide potential solutions.

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    Description

    This quiz covers the responsibilities of Floor Supervisors and Public Area Attendants in hotels, including their duties related to room cleanliness and public area maintenance. Additionally, it delves into the different categories of hotel rooms, ranging from Standard to Suites, highlighting their features and amenities.

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