Rooms Division Notes PDF

Rooms Division - Midterm Week #1: The Guest Life cycle 1. Pre- arrival - Reservations - Mail & Info 2. Arrival - Uniformed service: ( Valets, Guest Relations.. ) - Desks Agents 3. Occupancy - PBX (Telephone Transfer system) - Desks Agents - Opera...

Rooms Division - Midterm Week #1: The Guest Life cycle 1. Pre- arrival - Reservations - Mail & Info 2. Arrival - Uniformed service: ( Valets, Guest Relations.. ) - Desks Agents 3. Occupancy - PBX (Telephone Transfer system) - Desks Agents - Operators: ( Back office ) 4. Departure - Cashier - Uniformed service: ( Valets, Guest Relations.. ) - Operators: ( Back office ) Hotel Structure Independent Hotel: -No affiliation with other properties - Eg. Family-owned & operated property -One owner, no other hotels are connected Management Contract: -Management company operate properties owned by other entities. -Eg. SHM Swiss Hospitality Management AG -Someone else is Running your hotel Franchising: -The business owner (Franchisee): ( the business owner getting the brand ) obtains distribution through affiliated dealers (Franchisor): ( the one selling his brand ) - A franchisee pays royalties to franchisor - The franchisee gains use of trademark - Eg. McDonald’s; using a brand eg. ( Ritz Carlton ) for your hotel -Mystery shopper: fake customer, they come as a guest to analyze how the hotel is going ( undercover ) Referral Group: - Independent hotel that shares the same (values, target market etc.) join a referral group. - Provides exposure - Eg. Relais & Chateaux - Different hotel companies that work together. Week #2: Hotel departments Rooms Division Organisation (The organigram may change across organisations) Job Descriptions: 1. Bellmen: - Take care of guest’s luggage’s (delivery & storage) - Participate to the rooming - Item delivery to the room (messages, special amenities etc.) Light housekeeping of the lobby 2. Phone operators: - Answering incoming calls - Relays guest requests and follow them up - Transfer calls to appropriate department (depends) - Takes care of wake-up calls 3. Front Desk Agents: - Manage check-in and check-out - Posting: ( posting charges, note down when guests make purchases ) - Room Assignment: ( Assign the guest to their room ) - Capable of performing cross selling, up selling and upgrading - Knowledgeable about the property and events - Upgrading is free, upselling is not! 4. Night Manager: - Post room charge and taxes to guest accounts - Verifies all account posting and balances - Prepare reports for management - Takes care of late check-in and early check-out. - Runs the End of Day routine on the PMS 5.Guest Relations Manager: - Takes care of guest satisfaction - Coordinates with other department to offer seamless service - Upsells, Cross-sells hotel service to guests - Resolves guest complains - Monitors online reputation (OTAs (online travel advisor ) and online review) and reports to other HOD ( head of department ) to solve issues - Drives guest review - Supports check-in & out 6. Front Office Manager: - Responsible of the completion of all FO personnel’s duty - Participate to the manning of FO and their training - Maintains working relationship across departments - Maintains Master Key control - Ensure that all posting (Credit, Deposit, Payment) are made accurately - Roster - In charge that everyone is following the SOP’s ( enforce SOP’s ) 7. Chief Concierges: - Provides guests with recommendation for outside and inside activities - Arrange reservation to outside activities as well as organise their transportation - Organises special functions (small events) for management and guests 8. Valets: - In charge of welcoming guest arriving by car - In charge of keeping the car key - Bringing the car to the hotel’s parking - Sometimes provide cleaning to the car 9. Reservations Agents: - Enters reservation received from OTAs, Sales dep., TA, etc. - Update reservations - Upsell and Cross-sell product and services - Monitors and collects deposits prior to arrival 10. Room & Public Attendants Floor Supervisor - Ensuring that the room are cleaned following SOPs - Spot check - Ensures that the specials are implemented correctly - Updates the HSKP office for room condition - Check Lost & Found Public Areas Attendants - Ensure that the public areas are cleaned (Restrooms, Corridors, Lobby, etc.) Room Categories in Hotels: Standard Room: Basic room with a bed, bathroom and small sitting/desk area. Deluxe Room: Similar to standard but with better furniture and possibly a view. Superior Room: Similar to Deluxe but with better bigger space and better location Suite: Big bedroom with separate rooms ( bathroom, sitting area, kitchenette. ) Sometimes more than two separate rooms. They have premium amenities Spacious and Luxurious Junior Suite: Smaller than a suite; a big room with different areas but not separated  Single large room No separate rooms Offers suite-like comforts Executive Room: For business traveler's, includes work desks, and work spaces. Presidential/ Royal Suite: Most luxurious, large space and offers personalized services. Bed Types in Hotels: Single/ Twin bed: Designed for one person. Its meant for solo travelers or in rooms that have two separate beds. Size: 38” x 75” inch Double bed/ full bed: It can be for two people. It is larger than a twin bed but smaller than a queen bed. It is common in economy or older hotels. Size: 53.5 × 74.5 inch Queen bed: It is larger than a double bed. It can fit two people comfortably. Size: 60 × 79.5 Inch King bed: It is one of the largest hotel beds. It offers extra space for two people. Ideal for those who prefer more space while sleeping Size: 76 × 79.5 Inch California King bed: It is longer but narrower. Ideal for taller guests who need extra legroom. Size: 72 × 84 Inch Sofa bed: It is a couch that can be converted to a bed. It is usually in family rooms for an extra sleeping space. Size: 39 × 75 Inch Baby Cot: A cot, sometimes referred to as a cot bed in some areas, is a somewhat bigger sleeping choice than a crib. Babies and toddlers up to the age of four or five years old are typically placed in cots. Unlike to cribs, cots may not have boards all the way around and frequently have taller sidewalls. Week #3: Booking plans Room Only: Includes - Room Room and breakfast: Includes - Room - breakfast Half Board: Includes - Room - Breakfast - 1 meal (Lunch or Dinner) Full Board: Includes - Room - Breakfast - Lunch - Dinner All Inclusive: Includes - Room - Breakfast - Lunch - Dinner - Snacks - Extra activities - Drinks Reservation types Guaranteed - Pre payment guaranteed reservation - Payment card guaranteed reservation - Advance deposit guaranteed reservation - Voucher - Corporate guaranteed reservation (Hold the booking until no show (1 night) ) Non-guaranteed - The guest did not make any pre-payments - The guest will pay upon arrival ( The room might be kept until 18:00 )  Reservation sources - Direct ( includes: Hotel website and Walk-ins ) - OTA ( Online travel agents ) - TA ( Travel agents ) - GDS ( Global distribution system ) Reservation Process ( Direct ) 1. Greet the caller 2. Identify the caller's needs 3. Presenting the hotel (Location & facilities) 4. Propose accommodation 5. Close the sale 6. Reservation information collection What information do we require when making a guest booking? - Personal Information ( home address, phone number, etc,, ) - Booking details ( check in and out ) - Payment and billing info - Preferences and requests - Special requests and needs - Travel information - Additional guests - Loyalty program info - Group booking info - Package deals/ promos - Health and safety info - Cancellation and refund policy Reservation Process ( Special requests by guest prior to arrival ) Location High floor, close to elevator, specific view, etc. Special occasion Honeymoon, diamond 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, removing alcohol from minibar, Bible, etc.  Reservation Process ( OTA, TA & GDS ) Reservation Process ( Groups ) 1. Contact with the group leader 2. Block Creation 3. Tentative ( not yet finalized ) 4. Contract signed and deposit 5. Rooms booking 6. Cut-off dates ( until when someone can cancel a room ) Reservation Process ( OTA allotments and group block ) rd Allotments are a guaranteed minimum available room to be sold by a 3 party (OTAs). Group block, is an inventory reserved by a group Overbooking: a dangerous game 2 types of over booking Over booking the hotel Over booking a room categories Why? Maximising occupancy thus revenue Avoiding opportunity costs How to reduce the risk? Checking past trends to know how many no-shows are occurring Setting up precise rules and SOP when accepting bookings Training employees how to solve overbooking Group booking: cheaper for each person. More convenient for hotel, they all come and leave at the same time usually. Define: Allotments: pre-negotiated blocks of rooms set aside for a specific partner (like a travel agent) to sell within a certain timeframe. Room Block: A room block is a grouping of hotel rooms reserved for a particular group or event, often at a discounted rate, to accommodate guests associated with that booking. Overbooking: Overbooking occurs when a hotel accepts more reservations than the total number of rooms available, anticipating that some guests will cancel or not show up. Week #4: Hospitality: What do we Sell? - Product ( tangible, you can take home with you ) - Environment - Service ( not tangible, you cant take home with you ) - Experience ( delivering ) Vocabulary Check Up-selling: Persuade a customer to buy something additional or more expensive. Upgrading: Raise (something) to a higher standard, in particular improve (equipment or machinery) by adding or replacing components. Complimentary: Given or supplied free of charge ( Guests think its free but it is actually not, they think they are not paying for it. Eg. Water ) Cross- selling: Sell (a different product or service) to an existing customer. ( eg. You are staying at a hotel and you want to eat at a restaurant, you ask the reception to book it for you. ) Up-selling Vs cross-selling Up- selling: ( eg. Pay only 100 more and get the 15 instead of the 14, it is by the way the design is laid out ) Cross- selling:  Why up-selling services & products? Hotel’s Service and Product available More Revenue Maximising Yield Management Minimising Perishability Increased loyalty Hotel Employees Benefiting from rewarding system Guests Recognition Management & Colleagues Recognition Motivation Guests Improved experience Tailored experience Gaining insight on the available services and products Increased advocacy ( It is a win for all of them ) ( Up-selling as an opportunity for greater service ) How to get to know your guests? Observe your guests Do not judge do not assume however try to categorize the guests to the correct segment Interact with them Measure how much they wish to engage with you. Are they busy? Ask questions that will allow to further identify How was your trip ? Is it your first time on the island ? What is the occasion ? What are your plans ? When to up-sell? Booking- Prior to arrival - Upon check in - During stay - Upon check out Cognitive biases as your allies The Halo Effect Decoy Effect Information Overload Etc.. What can be upsold in a resort/hotel? Upselling in a resort or hotel involves offering guests additional services or upgrades to enhance their experience. 1. Rooms 2. Food and Beverage Packages 3. Spa and Wellness Services 4. Early Check-In/Late Check-Out 5. Activities and Excursions 6. Club or VIP Access 7. Transportation Services 8. Special Occasion Packages 9. In-Room Amenities 10. Fitness and Leisure Activities What can be cross sold in a resort/hotel? Cross-selling in a resort or hotel involves promoting complementary products and services that guests might nd valuable, enhancing their stay. 1. Dining Experiences at Partner Restaurants 2. Local Tours and Experiences fi 3. Spa and Wellness Services from Nearby Providers 4. Adventure and Outdoor Activities 5. Shopping Vouchers for Local Boutiques 6. Transportation and Car Rentals 7. Babysitting Services 8. Event Tickets 9. Photography Services 10. Golf and Leisure Packages  Week #5: Digital Threat -GDPR Regulation - European Law applied around the world - Regulates collection, storage and diffusion of Data You must abide to the law and its principles: - Lawfulness, fairness and transparency: Processing must be lawful, fair, and transparent to the data subject. - Purpose limitation: You must process data for the legitimate purposes speci ed explicitly to the data subject when you collected it. - Data minimization: You should collect and process only as much data as absolutely necessary for the purposes speci ed. - Accuracy: You must keep personal data accurate and up to date. - Storage limitation: You may only store personally identifying data for as long as - Integrity and con dentiality: Processing must be done in such a way as to ensure appropriate security, integrity, and con dentiality (e.g. by using encryption). - Accountability: The data controller is responsible for being able to demonstrate GDPR compliance with all of these principles. Digital Threat -Virus, online Scam & Trojan Horses Digital Threat -What are the solutions? Employee training Raising awareness Passwords / Access management At least 12 characters A combination of upper and lower-case letters, numbers and special characters Does not use personal information A unique password for every account fi fi fi fi You may also use a long personal phrase Hiring competent IT Team Financial Threats -Credit cards Methods may vary: Credit card (cc) may be stollen and used to purchase the room online and resell it with a commission. CC may be reported as stollen after the guest stayed thus locking the funds. How to avoid it? Train your employees to: Check CC holder names against his Government issued ID Make a copy of the passport and enclosed it with the booking Always collect guest’s signature on the bill upon check-out You collect the cc number into the PMS Financial Threats -Fake Cash Financial Threats -Stolen Items Often guest might lose or get the personal belongings stollen How to avoid it: Ensure that upon rooming the employees explains the features of the safety box. Keep a strict control over room keys (master keys and Guest keys) Hire and train a security team ( avoid external providers). Install cameras in strategic locations Upon report of a lost item, ensure to act quickly and professional. Review room access, cameras, question guest. Financial Threats -Stealing cashier Front desk has a money drawer and safety boxes. Employees might take money from it. How to avoid it: Money drawer should not be shared among the employees. One employee per available cash drawer. Every employees are in charge of counting their own money and drop the exceeding amount daily. That box may be opened only by accounting. ( The employees are traditionally taking responsibility for any loss of cash. ) Natural & Accident Threat -Typhoon and flooding During a typhoon what can happen? 1. Power Outages 2. Flooding 3. Property Damage 4. Transportation Disruptions 5. Emergency Evacuations 6. Communication Challenges 7. Increased Demand for Essential Supplies How to avoid it? 1. Prepare Emergency Kits 2. Have Backup Power Sources 3. Secure Outdoor Areas 4. Train Staff on Emergency Procedures 5. Communicate Clearly with Guests Human Threats - Trespasser ( someone who enters another person's property without permission or legal right.) - Kidnapped child - Sexual Assault - Guest intoxication (a situation where a hotel or resort guest is visibly impaired due to excessive alcohol or drug consumption, potentially impacting their behavior and safety.) - Death handling - Prostitution (Day use), ( the act of engaging in sexual activities in exchange for money or other forms of compensation. ) Week #6: FO: Performing a check-in 1) Preregistration activities Prior to guest arrival Reviewing booking and their individual's requirement You might access them on the booking form but also on the guest history. Informing related departments about special requests Front Office You might pre assign to a room (Party, Groups, etc.) Housekeeping Honeymoon set up Extra bed Remove minibar Engineering Extra lamp Add a printer F&B Service & Production Allergies Special event booking Prepare anniversary cakes 2) Creating registration record When the guest arrives Collection of guest information 1. Passport 2. Contact details (email, phone, address, etc.) 3. Signature Reconfirmation of booking information 1. C/I & C/O 2. Room Type 3. Booking plan / Benefits (__________) Requesting payment methods 1. Paying cash -> No post status 2. Deposit -> allowed to put spending on room’s account Information collected is then input into the PMS 3) Assigning the guest room and room rate Involves identifying and allocating an available room in a specific room category to a guest. Paying attention to: CI,( check in ) CO,( check out ) ETA ( estimated time of arrival ) & ETD ( estimated time of departure ) of previous, current and future bookings Room Status(VO,VC,VI,VD, OC, OD) VO (Vacant and OOO): Rooms that are vacant but out of order; they cannot be sold due to maintenance or repairs. VC (Vacant and Clean): Rooms that are unoccupied and have been cleaned, ready for the next guest. VI (Vacant and Inspected): Rooms that are vacant and have passed inspection, con rming they are ready for guest check-in. VD (Vacant and Dirty): Rooms that are unoccupied and not yet cleaned, often requiring housekeeping attention. OC (Occupied Clean): Rooms that are currently occupied by guests but have been cleaned during their stay, such as after a service. OD (Occupied Dirty): Rooms that are occupied but have not yet been cleaned, indicating that housekeeping needs to schedule a service. Rooms categories Room location (Floors ,view ,next to elevator, etc.) Party/ group reservation( if applicable) VIP Level (e.g. returning guests, Long stay, loyalty members, etc.) Specials Guest type ( families , business , government , etc.) ( When providing a complimentary upgrade announce it to the guest!) 4) Establishing the guest's method of payment Cash Usually not allowing posting Payment Cards Review financial threats slides Bank Transfer Usually used by groups prior to arrival (MICE). ( MICE: Meetings, Incentives, Conferences, and Exhibitions. ) Direct Billing Usually used by corporate contracts & MICE Special promotion Payment by voucher fi 5) Verifying the guest's identity - Collect passport, ID card or Driving license. Do not accept membership card, student card as ID. - A scan of it is performed and enclosed to guest pro le on the PMS It might be entered manually. Full Name on the ID ID Type ID Number ID expiration day Some countries will ask to check the guest’s visa validity 6) Issuing the room key or access code - Only issue the room key once the room is marked as Inspected. - When providing the key to the guest do not reveal the room number out loud. Draw attention to the number written on the key cover. - Guest might be escorted to the room or pointed a direction. - When escorted it is a great opportunity to present the hotel’s facilities to them. (up-sell) 7) Responding to special requests Pre-registration requests Should be handled prior to guest arrival and veri ed. Arrival & Occupancy requests Guests might inform you of further requirements upon check in or during the stay. The front desk must ensure that they respond to them in a timely manner. ( E.g. Upon arrival guest request a baby crib in their room. The front desk agent should inform HSKP to instal on inn the room and follow up on it. ) Always try to provide a time to completion of the request to the guest fi fi  Groups Check-In Best Practices Assign rooms in a designated oor/area Ensure to collect payments from the MICE prior to arrival Obtain group members rooming from MICE prior to arrival Depending on ETA and Occ. Avoid assigning individual booking priors. Prepare a separate check in counter (chargeable). Print Registration cards and prepare keys prior arrival Performing a check-out: Inquiring and posting additional charges Verifying account information Presenting the guest folio Processing account payment & Refund deposit Securing the room key & Update room status Inquiring about the guest's experience & Inviting guest to ll guest satisfaction survey See off fl fi Week #7: Guest complains types Service related Opening hours inconvenient Employee's not respecting Standard Operating Procedure (SOP) Bed type upon arrival Room not cleaned appropriately Mechanical Equipment defect (A/C, Bathroom, Bed comfort, room view, etc.) Attitudinal Employees arguing with them or among themselves Overhearing employees gossiping etc. Employees sharing their problem with guests Unusual “the Hotel has little control over it” Customer has negative emotions because of something external Weather How people complains? Guest may have different attitudes when complaining. Loudly Emotionally Silently Courteously “Lawyerly” Etc. Never take it personally!… When a guest complains it is rarely about you, it is about a situation....However, You must own the problem! How to handle a guest complain? 1. Listen with Empathy 2. Isolate guest 3. Stay Professional 4. Show empathy 5. Take notes 6. Provide Solutions 7. Set a completion time 8. Monitor the progress 9. Follow up Guest complaint's compensation Always confirm compensation once you are allowed too. Do not promise the impossible. What compensations could we provide to guests? Room Upgrades Discounts or Refund Complimentary Meals Spa or Activity Credits Late Check-Out or Early Check-In Gift Baskets or Welcome Amenities Transportation Services Loyalty Points or Rewards Personalized Services Sincere Apologies and Follow-Up. On what criteria to provide the compensation? Severity of the Issue Duration of the Problem Guest Loyalty Status Type of Compensation Guest Feedback and Expectations Brand Standards and Policies Managerial Discretion Market Competitiveness How to handle guest reviews? 1. Analyse the feedbacks 2. Report to senior management 3. Provide potential solutions 4. Decide on corrective measures How to answer to guest review? When writing a response use the following structure 1. Greet the guest “Use username”. 2. Thank the guest for the taking the time to review us. 3. Highlight something positive mentioned in the review “if possible”. “If a name is mentioned, praise it and inform that you are happy that XXX made your stay special etc.) 4. For negative apologies for the issue and mention the steps taken to avoid it in the future “without blaming”. You also may provide further details on the disappointing service. 5. Invite the guest to come back 6. Sign with your name and position Never mention compensation provided Example: 1. Dear JM, 2. I first would like to thank you for taking the time to reviewing us. 3. I am glad to read that it was our second time at our property and that you enjoyed both our pools and private beach. 4. Regarding your breakfast experience, it does not reflect the standards we are setting for ourselves. We would like to apologies for that. Our breakfast offer a wide array of international food. However, your comment help us to further improve our guest experience. 5. None the less we are looking forward to have the opportunity to welcome you and your family yet again at ABC Hotel. 6. Kind regards, Name Position Week # 8: The Objectives of Rooming Adds an extra service/experience to the guest. Ensures that the guest find his/ her room. Provides opportunity to present the facilities. ->Upsell Provides the opportunity to better understand guests purpose of visit etc. ->Upsell Ensures that the guest knows how to operate hotel room features (Safety Box, Minibar, etc.). Ensures to collect last minute request and check if the room is adequate. How to perform a Visit of the Property Design a pathway that “sells” the property Identify the guest behaviour (Relaxed, tired, not interested etc. ) Cover the relevant facilities and provides associated information. Restaurant Breakfast time Special Events Spa Booking procedure Massage type information Avoid passing twice in the same place. You may coordinate with bells to deliver the luggage at the same time you arrive to the room. How to perform a Rooming -Process 1. Open the door and invite guests to come in first. Guest will usually walk to the window. 2. Keep the Door Open and follow the guest inside. 3. Start with the items to be presented that are the furthest to the entrance and back track slowly while explaining the different room’s features. 4.Ask if they like their rooms, “feel it” and act accordingly. 5. Offer further assistance and leave the room. How to perform a Rooming -Features to present How to perform a Rooming -Mapping