HOSPITALITY MANAGEMENT-4.pdf

HOSPITALITY MANAGEMENT Module 7: Hotels Products and Services Module Prerequisites Before beginning this Module, you should have: An understanding of the role of the travel agent in the travel and tourism busines...

HOSPITALITY MANAGEMENT Module 7: Hotels Products and Services Module Prerequisites Before beginning this Module, you should have: An understanding of the role of the travel agent in the travel and tourism business environment. Knowledge of the business activities that generate income for travel agencies. Knowledge of the main business sectors of the travel and tourism industry. An understanding of the basic "5 A's" essential to a successful destination (Accommodation, Accessibility, Activities, Amenities, Attractions). Module Learning Objectives Upon completion of this Module, you will learn to: Identify accommodation needs and preferences expressed by different types of travellers (Unit 7.1). Describe types of hotel products (Unit 7.2). Recommend hotel products to meet customer needs (Unit 7.2). ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 1 of 93  HOSPITALITY MANAGEMENT Utilize common trav8' and accommodation industry terms in hotel-related conversations (Unit 7.3). Interpret hot information retrieved from printed and electronic resources (Unit 7.4). Quote room rates from publications based on various rate structures (Unit 7.5). Follow a five-step approach to making a hotel reservation (Unit 7.6). Explain common terms and conditions associated with booking hotel rooms (Unit 7.7). Describe the different ways hotels encourage guests to keep returning to their chain or brand (Unit 7.8). Module Introduction For travellers, accommodation or lodging is as important as transportation. Every traveller arriving at a destination will need a place to sleep. In this module, you will explore the many aspects of selling traditional hotel products. Knowing the hotel product options available for your customers will make your job easier. To do this, you must book the right type of accommodation to satisfy customer needs. Exceeding the needs and expectations of your customers promotes long-term loyalty and repeat business for your agency. You will almost always book overnight accommodations for your customers. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 2 of 93  HOSPITALITY MANAGEMENT We will concentrate of traditional hotel accommodations in this Module through the following Units: Unit 7.1 examines the common accommodation needs expressed by travellers and market segments. Unit7.2 presents the types of hotel accommodations available by rating and branding. Unit 7.3 provides an orientation to frequently used terms when making reservations. Unit 7.4 outlines types of travel trade publications and other resources for gathering hotel product information. Unit 7.5 discusses hotel rates and the factors that can affect price. Unit 7.6 explains the room reservation process. Unit 7.7 examines common conditions that hotel suppliers impose on bookings. Communicating these terms and conditions to your customers will help avoid unexpected problems when traveling. Unit 7.8 explains how loyalty programs work and how to maximize on their benefits. 7.1 Know your customers Unit learning objectives Describe the accommodation needs of all travellers (unit 7.1.2) Compare accommodation needs for business and leisure travellers (unit 7.1.3) 7.1.1 Unit overview ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 3 of 93  HOSPITALITY MANAGEMENT Most travellers share common accommodation needs. To help define travel customer needs and offer the right products and services, we group people together with similar needs and interests. This is called defining market segments. People grouped in the same market segment share the same perceptions of quality and value and tend to demand similar products. there are thousands of market segments in the travel industry. For this unit, we classify travellers in two major market segments: business and leisure travellers. You will learn to recommend different hotel products to customers within these two segments. 7.1.2 Common needs Cleanliness and safety rank highly for all travellers. Other common requirements are: Safe or convenient property location Good value for price Acceptable room quality Suitable room type options Attentive customer service Convenient check in and checkout Facilities and services such as restaurants, internet access, fitness equipment, swimming pools, business centre, meeting rooms, etc. Positive reviews from past guests These requirements are not listed in order of importance. The importance will vary according to the type of traveller. For example Business travellers may choose a hotel based on the facilitates and services available, while leisure travellers may consider price more important. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 4 of 93  HOSPITALITY MANAGEMENT Location all travellers want to be conveniently located for the purpose of their visit. Business travellers will want a location that is convenient for both them and their customers, such as near the office, factory, or meeting place where they will conduct business. Or they may travel to an event such as convention or training, and their accommodations must be conveniently close by. Leisure travellers will want to be near major attractions such as museums, shopping, theme parks, beaches, mountains, etc. Your customer may be attending an event, such as a family gathering and will need accommodations nearby. Price/value relationship the room rate must be fair and match with the service available and the room quality. Leisure travellers tend to worry about price and value for money. It can be the same for some business travellers. Company travel budgets are smaller than they used to be and there are small-business travellers who are price sensitive. But customers may accept to pay more for an extra service, convenience or experience. For example, hotels succeed in selling high-priced suites by promoting the additional value of premium services or luxury. A leisure traveller may accept to pay more for a hotel room in a premium location because they can walk to attractions and save car and rental or taxi costs. Room quality travellers care about the condition of the room they pay for us well as the availability of amenities. The room facilities must be clean. Rooms should regularly be updated and tastefully renovated. In todays hotel market, it is rare to find a room without a telephone, television, or internet access. They may expect bathrobes, hair dryers, ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 5 of 93  HOSPITALITY MANAGEMENT high quality soaps, lotions and shampoos, and complimentary tea/coffee in the room in a high-end hotel. Some other qualities room guests’ value can be: Adjustable room temperature A sound proof rooms Ample closet and drawer space for clothes Rust-free bathroom tub, sink and toilet Extra pillows and blankets Room type options business and leisure customers may need specific room options. Families or travellers sharing a room may request accommodations with two beds. Customers travelling for a special occasion, such as a weeding or a concert, may want more room space and reserve suites or larger rooms. Attentive customer service customers demand excellent customer service today. Many hotel properties adopt a customer-centric approach and train employees to anticipate customer needs. This way, employees are prepared to ask the right questions, offer information and solve problems. Convenient check-in and checkout the traditional check in and checkout method for quests is a visit to the front desk to register for a room on arrival and pay the hotel bill when departing. The check-in and checkout processes should be quick and take no more than a few minutes. Many hotels offer express check-in and checkout options. phone apps are now available for some hotels offering the ability to check-in online, 24 hours in advance, similar to airlines. Most require the guest to pick up the room key at the front desk. Some will turn the ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 6 of 93  HOSPITALITY MANAGEMENT phone into the room key, allowing the guest to bypass the front desk completely. Likewise, there are different express checkout options: Phone app: Guests can checkout online the same way they check-in online. The hotel statement with a list charges is then sent to them by email. Drop-off box: guests place their room keys in a box located in the hotel lobby upon leaving the hotel. The hotel statement with a list of charges is then sent to them by mail or email. Hotel TV: Guests can check out on the guest room television that provides an interactive checkout process. Printed folio: a full list of hotel charges is printed and slipped under the guest’s room door the night before they check-out. The hotel guest has time to review the charges before checking out, saving time at the front desk. Smart card: A smart card contains the customer’s entire information on a microchip. Most credit cards have chips. The guest simply inserts their credit card or other type of smart into a machine in the hotel lobby. The machine encodes the card as a “key” and assigns a room to the customer. The customer then uses the card as key for the electronic door lock and all billing is automatically charged to the credit card. Not all customers want to use express checkout systems. some prefer to queue up and check out at the front desk because they may: Be nervous about using unfamiliar, high-tech systems; Have new charges such as breakfast or telephone calls just before check out; ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 7 of 93  HOSPITALITY MANAGEMENT Want to be sure their hotel charges are up-to-date and accurate; Want to review some blind item with a member of the hotel staff; Want to leave with a printed receipt in hand for their business expense report. Facilitates and services meeting rooms, restaurants, fitness, and business centres, spas and swimming pools are just some of the many facilitates that your customer may request. There are many hotels offering some or all of these facilities. Traditional hotel properties offer WIFI internet access. Most travellers carry laptop computers, tablets and smartphones that allow them to connect to the internet wirelessly. Many guest rooms have proper desks, with good lighting and adjustable chairs for working. Sometimes, internet access is built into smart tv/entertainment systems. In this case, the customer can connect to the internet using the tv in the room as opposed to using their personal computer. Peer reviews by past guests customers travelling to new destinations research hotel options on travel websites. Many customers find value in using websites like trip adivisior and others to review comments posted by guests who stayed at a specific hotel. This information is quite useful to assess the level of service offered and the overall quality of a hotel. Key learning point When choosing a hotel product, most customers express eight common requirements. They are: Convenient location Good value for the price ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 8 of 93  HOSPITALITY MANAGEMENT Room quality Room type option Attentive customer service Efficient check-in/checkout Recreational and business facilities Positive past guest reviews Their order of importance may differ according to the type of traveller, but all are essential. 7.1.3 Major market segments Market segments are groups of consumers with one or more common characteristics. Each segment has similar needs, demanding similar products and services. Examples of characteristics used to identify market segments in the travel industry are: Gender (male-female) Age Country of origin Size of household Income Price Interests or reason for travel Travel market segments also group consumers according to their perceptions of quality and value. Segments such as luxury, corporate, or budget travellers can be matched with suitable types of hotel properties. But your customer will rarely fit into only one market segment because most people have more than one interest. For example, many people would like to stay in a luxurious room and pay a ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 9 of 93  HOSPITALITY MANAGEMENT low price. They would like to try local food while travelling and want familiar food to be available as well. Within the business and leisure travel markets, there are many sub- segments let us look at few examples. 7.1.3.1 The business segment When a company pays for an employee to travel for business reasons, the location, business facilities, and image of a particular hotel may decide which hotel to reserve. A business travel customer is often limited by a budget. So, the skill of keeping booking costs within a budget is important. Business travellers travel alone or in small groups, and will meet with colleagues, customers, suppliers or partners at their destination. In many cases, they want to create or maintain a certain image for the company and themselves which is reflected in the type of property they choose. Business corporate travellers They work for large corporations or companies. They usually require full service business hotels offering guest rooms equipped with a desk, wireless internet, and easy access to power outlets (to charge devices).if they plan to entertain, they may possibly need concierge (special guest) services to secure access to better restaurants and exclusive events. They make copies, print documents and materials and help with other administrative details. Small-business entrepreneurs These travellers will have many of the same needs as business travellers, but with a smaller budget. They may compromise on the ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 10 of 93  HOSPITALITY MANAGEMENT hotel location and facilitates in order to save. Those who are not limited to a budget may ask for luxury or smaller boutique hotels that offer unique, personalized services. They may prefer non-traditional accommodations such as private homes or apartments. Customers in this sub-segment may also wish to combine business with pleasure and prefer to say at a location close to recreational activities such as theatres, museums, golfing, fishing, or local attractions. Transferees When companies transfer employees to new location, they often book accommodation for a month or two in the new city until the employee moves to a more permanent apartment or house. Transferees usually require extra space and a sense of “home” with a living area, bedroom, bathroom, and small kitchen. While extended stay hotels are more expensive than renting an apartment or house, the daily rate is lower than a hotel. Key learning point Most business travellers require accommodations that allow them to work while travelling. Depending on the company budget and their length of stay, they may require apartment-like features, such as living rooms and small kitchens. 7.1.3.2 The Leisure segment Leisure travellers pay for their own travel expenses, so they tend to be more price-conscious. but many are willing to pay more when a room provides extra value of services. regardless of the price paid, leisure travellers still expect quality services and facilities. When price is the most important criteria, there are options available, but you must be ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 11 of 93  HOSPITALITY MANAGEMENT careful to accurately describe the location, service, and facilities to expect. It is important not to assume that because customers are praying for their own travel arrangements, you should automatically suggest the lowest price accommodation. The type of accommodation booked largely influences the travellers entire travel experience. People are often willing to reduce spending in some elements of the trip itinerary in order to spend more on accommodations. Leisure travellers often travel in groups with family members or friends, and some may have children. Customers in this segment may express an interest in non- traditional, non-hotel options. Alternative accommodations in the form of home stays and apartment or house rentals are widely accepted today and are available via many online providers. Some of these providers may pay commissions as hotels do. Luxury travellers Wealthier travellers often want to be pampered with same level of personalized service and luxury they experience at home. For others, a trip may be a once In a life time dream or a reward for hard work and achievement. These travellers are willing to spend more to get what they want. They appreciate pleasant surprises Such as having a bottle of champagne waiting in the hotel room when they check in. or perhaps bouquet of flowers delivered as a “welcome” gift. They are often “influencers” in their communities who can create a positive or negative reputation for your services as a valued resource for travel information and assistance. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 12 of 93  HOSPITALITY MANAGEMENT There are many luxury hotels and resorts ready to deliver more extravagant services. Many of the best luxury hotels are independently owned and managed. Some are part of membership organizations, allowing independent luxury hotels to market their accommodations globally under their brand. These membership companies offer independent hotels the convenience of a chain branding without owning them. Mid-market travellers These customers may want to enjoy some of the comforts of the luxury traveller, but their budget is smaller. You can usually help them by booking average quality accommodations for most of their itinerary. You may suggest ending their trip with a two-night stay at a luxury hotel at the beginning of an itinerary as the mid-level accommodations will appear as a downgrade after experiencing luxury accommodation. Budget travellers Price is a strong factor in decisions about accommodation in this segment, but there are options to choose from. Hotel brands in the mid-level and low-price categories provide consistency, predictability, and simple accommodation in a wide variety of locations. Another option to consider is extended stay hotels that provide accommodations with kitchen facilities and other options to keep travel costs such as meals down. “Home-away-from-home” travellers Familiar food and the comfort of one’s own culture help reduce some of the stress of travel. Customers in this segment may ask if the hotel ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 13 of 93  HOSPITALITY MANAGEMENT staff speaks their native language, or if there are restaurants in the destination or near the hotel that offer familiar food. Informing your customers of options connected to their culture and place of origin helps them choose the right accommodation property. Culture-oriented travellers These customers travel to learn about the people of the country they are visiting and their lifestyle. They like the experience of living like the local people, shop in their local markets and eat in their local restaurants, some may be interested in staying in rural locations or in exploring the cultural activities and entertainment options offered in large, multicultural cities. Non-traditional accommodations such as renting a private home or apartment through a sharing service may attract these travellers. Ecotourists People are becoming more sensitive to health of our planet. Like culture-oriented travellers ecotourists want to learn about the local people who live in the countries they visit but are aware of the environmental impact their visit might have. They prefer to stay in environmentally conscious accommodations. These include hotels with energy efficient programs, farm-to-table food meals and programs to reduce waste. Most hotels practice environmentally friendly or green programs and are members of tourism organizations promoting sustainability. Key learning Point The general characteristics and needs of leisure travellers differ from those of business travellers. Both demand the best quality and ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 14 of 93  HOSPITALITY MANAGEMENT value for money they have to spend. It is important to accurately describe the accommodation type location, services and facilities to customers that fit into their budget and needs. 7.2 Hotel accommodations Unit learning objectives Name the main types of hotels and describe their (unit 7.2.2) Explain how hotels are becoming sustainable and environment friendly (unit 7.2.3). Identify the advantages and limitations of hotel rating resources and user generated reviews (unit 7.2.4). Name and define characteristics of the four standard hotel classes (unit 7.2.4). Name major hotel parent companies and their hotel brands (unit 7.2.4). Explain why independent hotels partner with soft brand companies (unit 7.2.4). 7.2.1 Unit overview This unit examines the most easily accessible and used type of accommodation, namely hotels. There are many different types of hotel properties, from small, family-run hotels to major international chains. They cover the whole spectrum of services and are offered in a wide range of prices. The hotel industry provides property ratings to help travel professionals match the right hotel product with a customer’s needs and preferences. The hotel property you book for your customers will be their “home-away- from-home”. it is extremely important to research a hotel product’s value before offering it to customers. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 15 of 93  HOSPITALITY MANAGEMENT 7.2.2 Hotel types and their services Hotels are mainly full-service or limited -service hotels. The difference between full and limited-service is the level of cosmetic (decorative), budgetary and amenity-related features. Limited service hotels generally offer few services. They usually have the lowest operating costs due to their lack of extras provided to guests. Room rates are typically lower and cater to budget- conscious travellers. Full-service hotels generally offer few services. They usually have the lowest operating costs due to their lack of extras provided to guests. Room rates are typically lower and cater to budget- conscious travellers. A hotel’s primary mission is to offer a comfortable room in which to sleep. A hotel provides other services to meet a guest’s needs, such as meals or recreation. Depending on the hotel type or class, these services can be very simple or quite fancy. Some properties may offer sleeping rooms, but their primary objective is different, such as casino hotels for gambling or spa hotels for health and rejuvenation. There are a variety of full and limited service hotels for health and rejuvenation. There are a variety of full and limited service hotel types, each serving a different purpose: Airport hotels All suites hotels Conference centres Convention centre Destination and resort hotels ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 16 of 93  HOSPITALITY MANAGEMENT Extended-stay hotels Luxury hotels Motels Spas Airport hotels Airport hotels are conveniently located close to an airport. Leisure and business travellers choose to stay at airport hotels for many reasons: Early morning flight departure-staying at an airport hotel reduces the risk of missing an early morning departure, especially if the traveller is far from the airport or if there is a risk of road traffic or road closures due to bad weather. Long wait between fights-transfer passengers with a long wait between connecting flights at an airport or who experience a flight cancelation and other departure delays. Airport hotels offer room prices for “day use”-usually blocks of 4 to 8 hours- so that travellers can relax or take a nap while they wait for their next flight. Business meetings, training and conferences-companies choose airport hotels to conduct business events because they are convenient for participants flying in from different locations. All-suites hotels Like small apartments, all-suite hotels include a bedroom and living room and sometimes offer limited kitchen facilities such as microwaves, coffee makers and a small refrigerator or bar. The living rooms will usually include a pull-out sofa for sleeping and a desk. This type of hotel can ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 17 of 93  HOSPITALITY MANAGEMENT be full or limited-service and priced on a per night stay with no minimum stay requirement. They attract the business traveller whose stay is a week or more and families or other groups who would to share accommodations in one unit. Boutique hotels Located in both urban and rural settings, boutique hotels are smaller with less than 100 rooms and offer unique, personalized and often luxury services. Customers who enjoy boutique hotels usually want a travel experience in an intimate and more locally authentic hotel setting where they interact more with key staff members. Conference Centre hotels Conference centre hotels are full service, first class properties and generally cater to corporate customer meetings and events. The meeting rooms are designed to accommodate large groups. They provide business facilities for corporate customers, including meeting and workspaces. Work spaces come with computers and printers. They also tend to offer a range of leisure activities. So that meeting organizers can arrange social activities for their attendees. Most conference centre hotels are located in major cities and in sub urban areas near corporate business complexes (office buildings, industrial areas). Conference centre hotels also attract non-business events such as weeding’s, anniversaries, family reunions and important birthday celebrations. Convention center hotels ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 18 of 93  HOSPITALITY MANAGEMENT These full service, five-star or luxury hotels maybe part of, or located very close to city convention centres. City convention centres have much larger meeting facilities and exhibition halls than conference centres. Destination and resort hotels A destination or resort hotel is more than just a convenient place to stay while travelling or visiting. Its location and features make the property itself a destination for tourists. Examples include ice hotels, theme park (Disney) hotels, casino hotels and mountain or beach resorts. Most destination resort properties are luxurious. Hotels like this attracts independent vacationers, family events (reunion and weeding’s) as well as business meetings and conferences. They offer multiple food and beverage outlet, fitness facilitates, recreational and sports activities, parking and entertainment. Those catering to families usually have a kids club so that children can be occupied by hotel staff who organize children-only activities while the parents relax and enjoy the facilities. Destination and resort hotel guests normally do not leave the property during their stay, except for organized tourist’s excursions. Many offers all-inclusive pricing so guests do not pay extra for food and beverages, facilities and some activities. All-inclusive pricing attracts leisure and business travellers on a budget as they know exactly what the hotel stay is going to cost. Extended-stay hotels Extended-stay hotels are gaining popularity. Extended- stay properties can be full or limited service hotels. They ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 19 of 93  HOSPITALITY MANAGEMENT accommodate many business travellers on a long-term work assignment. Extended-stay hotels provide accommodations that are more home-like, including a fully equipped kitchen with appliances for cooking. Sometimes they have a separate living rooms for business meetings or work interviews, but can also be one-room studios. There is often a minimum stay requirement from 3-nights to 3-months, depending on the location and hotel rules. In some cases, family members accompany and stay with the business traveller. Extended- stay hotels maybe located in resort areas and cater to international travellers and seniors who require more than a standard hotel room for several weeks or months. Extended- stay hotel guest benefit from long duration stays with the conveniences of home at a lower cost than standard hotel rates. Motels These properties are generally smaller and cater to people travelling by car. Motels generally located outside of urban centres, in suburban or rural areas. They are lower in price as they are considered limited service hotels. The properties have 1,2 or 3 floors. Rooms are normally accessed from an outdoor walkway. They may or may not have a food and beverages outlet on the property, but will often be next door to budget or chain restaurant that offers breakfast, lunch and dinner. The front desk handles all basic guest services. Self-service luggage carts are usually provided for guests to roll baggage to their rooms. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 20 of 93  HOSPITALITY MANAGEMENT Spas These are full service hotels offering health, physical fitness and nutritional advice, or just plain pampering and relaxing spa treatments. They often also have tennis courts, swimming pools, fitness classes, saloons and many offer specifically prepared healthy meal options. Some also organize hiking, yoga, mediations and other well-being activities and attractions for guest. Key learning point Each hotel type serves the primary need for a room to sleep in. they also serve secondary needs with features and services that appealed to specific market segments. Airports, all-suites, boutique, conference, convention, resort, extended-stay, limited-service, motels and spas meet the different needs of travellers. Understanding the needs and wants of the customer will allow you to recommend the best hotel type for their travel needs. 7.2.3 Hotel trends in sustainability The services the hotel offers is determined by the needs and expectations of its main market segments. As customer expectations and demands change over time so must the hotel services. Travellers have become more environmentally conscious and choose to stay properties that have incorporated sustainable practices into their daily operations. Many hotels now promote themselves as being “green” or environmentally friendly. “green hotels” apply various methods to reduce energy waste while continuing to ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 21 of 93  HOSPITALITY MANAGEMENT provide a positive experience for their guest. Some examples include: Reusing towels and other linens to reduce the hotels laundry, saving electricity and water. Reducing energy usage with systems that activate electricity and air conditioning only when the guest room key is used. Recycling and composting the waste. Using green cleaning supplies (bio degradable detergents). Offering organic locally grown food options on menus. Providing fresh air ventilation control in guest rooms. Key learning points Many hotels practice sustainable operations that minimize environmental damage, conserve water and electricity, recycle waste and supporting local agriculture. 7.2.4 Hotel Ratings, Classifications and Brands It is a standard practise in the hotel industry to rate each hotel property to make it easier to identify the quality and level of service its guests should expect. Travel professionals rely on hotel ratings to match a hotel product with the travel customer’s needs. There are many professional inspection companies that evaluate and rare hotels and classify them into standard categories. They include: ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 22 of 93  HOSPITALITY MANAGEMENT Michelin Guide Forbs Travel Guide AAA Approved and AAA Diamond Rating Green Key Global Program Tourism Grading Council of South Africa HORESTA European Hotel stars Union Accessibility Standards Rating Items Caribbean Tourism organization In addition to professional reviews and ratings, guests review and ratings are also available on hotel websites and on sites such as TripAdvisor 7.2.4.1 Hotel ratings A hotels rating is an assessment of its service levels plus the quality and number of its facilities and amenities. However, standards may differ between rating companies. They usually do not consider guest reviews. Individual countries may also have their own government rating systems. For example, Malaysia’s tourism rating system may differ from Belgium’s. To determine the rating of a hotel property, or to compare the ratings between hotel properties or chains, it is best to reference more than one rating company. This is done by collecting each company rating for the property and looking for consistency across the ratings. Often, collecting more than one rating for a hotel, property plus guest reviews, will provide enough information to effectively recommend or disqualify hotel options to your customers. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 23 of 93  HOSPITALITY MANAGEMENT For this reason, it is important to understand the difference between a classification rating and a user generated rating. Classification Rating A hotel classification system is used in travel publications and found on accommodation-related websites. These established systems commonly rate hotels from one to five stars. Although the star rating method is the one used most throughout the world, other symbols are also used (diamonds, crowns, keys, etc.), sometimes even in combination. A one-star rating would indicate a modest hotel classification with very basic facilities and perhaps some service deficits. A five-star rating would classify a luxurious, full-service hotel with excellent customer service and facilities. In some markets a hotel property itself may claim itself to be a higher rating, such as 7-star. These self- assigned ratings are unofficial and used as a promotional strategy to compete in a market with a high number of highly rated hotels. The ratings used to classify a hotel are quite subjective and should be used as a comparative guideline only, not as a quality guarantee of any specific facilities or services. Major tour operators often rate and classify hotels according to their own criteria while ratings displayed in electronic distribution channels (e.g., GDS) are typically created to benefit travel agents. In all cases, hotels are evaluated for classification on an annual basis-or sometimes less frequently. In this case the evaluation process takes place ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 24 of 93  HOSPITALITY MANAGEMENT over a 1-2-day hotel stay and is completed by a inspector using a detailed checklist. This kind of evaluation has limitations due to the brief time period of the inspector’s stay and often does not reflect an ongoing review of the property’s performance throughout the year. User-Generated Hotel Reviews and Ratings Online travel sites are another resource to help determine the quality of a hotel’s accommodations and services. Past guests are encouraged to give a review of a hotel based on their experience as a guest. Often this information is extremely detailed. What is most useful with these reviews is that they are usually posted online shortly after a guest departs the hotel, providing travel professionals and consumers more frequent feedback than the once per year inspections performed by many of the rating companies. Verified user content can be found on a hotel’s website and on travel sites like TripAdvisor. These reviews usually include an overall rating. It is important to note that this rating is a guest’s personal assessment of how well they liked their stay, not a professional evaluation of the hotel classification. Therefor, it is not unusual to see a hotel classified as a 2 or 3-star property receive a 5-star user rating. Both are valid for different purposes, but it is important to understand the difference between the 5-star classification and the 5-star user review. Key Learning Point ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 25 of 93  HOSPITALITY MANAGEMENT Because rating standards are not identical across all rating companies, it is just to compare hotels using the ratings published by more than one rating company and finding consistencies across the different ratings. Customer reviews are subjective, reflecting their opinion of their hotel stay. Often more than one rating together with user generated reviews will provide the information needed to effectively recommend or disqualify hotel options to your customers. 7.2.4.2 Classifications Luxury Hotels Luxury hotels are full-service properties, mostly located in urban (city) centres and resort destinations. As more luxury hotels are built to serve wealthier and more demanding travellers, they are increasing their service and amenities. They offer restaurants, bar service, laundry service, in-room dining, business centres, concierges, spas, health clubs, shops and often much more hotel staff is sometimes multi- lingual, well-educated and trained to deliver customer service excellence. Guests are constantly assisted, from the time they check-in until they checkout. Some luxury hotels provide a personal butler who does everything for the guest, including unpacking suitcases. From the hotel doorman and bellmen and who assist with luggage, to the housekeeping services offered at least two times per day, guests never have to worry about their belongings and cleaning up after themselves. The hotel concierge is an expert on everything there is to do and see ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 26 of 93  HOSPITALITY MANAGEMENT at the destination and assist in planning everything from airport car transfers, to site-seeing excursions and dinner reservations both in and outside the hotel. An increasing number of ultra-luxury hotels provide highly authentic destination experiences and access to exclusive activities that other hotels do not provide. They caster to jet-setters and custom tour guests who want to experience local traditions and activities which is not accessible to the typical traveller. Depending on the destination, ultra-luxury hotels gives guests behind the scene access to the fashion design houses, the opera, museums, the theatre, restaurant chefs and other famous local attractions. these hotels create enriching experiences, combining enjoyment with education. Upscale hotels Upscale hotels generally cater to business travellers. They are sometimes called superior or first class. Many of the same services available in luxury hotels are offered in upscale hotels. In smaller cities where there is no demand for a luxury hotel, the best properties will be upscale hotels. While room rates reflect the upscale hotel level, the services may be almost equal to services delivered by luxury hotels located in major cities. Local competition with other hotels determines the type of product upscale hotels deliver. Business amenities are standard in the upscale market, with many hotels offering full business services in the guestrooms. These services may ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 27 of 93  HOSPITALITY MANAGEMENT differ depending on the hotel size, location, and whether it is in urban, suburban or airport location. Like luxury hotels, the staff is usually well-trained and competent, available to assist guests. The concierge is a useful resource who can coordinate activities for guests that make their stay more enjoyable. Mid-Range Hotel Mid-range hotels can be found in any geographic area, although there may be more in major urban centre locations than suburban or leisure destinations. Many offers some of the services found at upscale or hotels but less personal. These services include access to a business centre, where the guest can print their own documents, and casual dining options. Room decoration is basic and amenities simple, meeting the needs of the average traveller. Mid-range hotels do not usually have a concierge service, but the front desk staff can provide information and advice on local attractions. Budget/Economy Hotels This is a growing segment in hotel development as hotel companies address the needs of travellers who are not able to afford the more expensive hotel options. The goal of these hotels is to offer a clean, safe and comfortable room with limited service. There are usually no hotel-managed restaurants on site, although there may be a casual dining restaurant next door. In many cases, Wi-Fi and a ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 28 of 93  HOSPITALITY MANAGEMENT complementary buffet breakfast is included in the room rate at budget/economy hotels. Classification/rating Guest room décor Dining Business Recreational Concierge and Brand Examples and amenities facilities travel Facilities Other Support services Services Luxury Hotels (5 stars) Luxurious, spacious, 24 hours in Full service High quality Expert level Four seasons hotels comfortable and room dining business fitness concierge and resorts the elegant interior service plus a centre. facilities. services. luxury collection design with high variety of Fairmont hotels Ritz attention to detail. restaurants Nightly Carlton JW Marriot offering housekeeping Bulgari Hotels Guest rooms international turns down Mandarin Oriental equipped with cuisines with services. Park Hyatt LHW luxury amenities highly Preferred Hotels and like: mini bars, technical Laundry and dry- Resorts Oberoi smart tv, wireless skills. cleaning services. Banyon Tree GLM internet, multiple Small Luxury Hotels telephones, work Full service The Peninsula hotels desks, bathrobes business centre. Conrad Hotels and slippers. Raffles Hotels and Resorts Soneva Beds have triple sheeting with high quality linens, down feather pillows and duvet covers. Upscale Hotels (4 or 5 Large guest rooms 24 hours in Full service Quality fitness Concierge Crown plaza stars) with a degree of room dining business facilities services, nightly Renaissance Hotels luxury and quality in service and centre housekeeping, and Resorts the well designed one or more turned down Westin and coordinated international services, laundry Sofital furnishings and restaurants and dry cleaning Pullman décor. Onsight to Hilton Hotels dining Full service Intercontinental Guest rooms business centre Hotels and resorts appointed equipped Kimpton Hotels with luxury amenities like: mini bars, smart tv, wireless internet, multiple telephones, work desk, bathrobes and hairdryers Mid-range hotels ( 2 Private guest rooms In room dining Business’do- Basic fitness Front desk assists Holiday Inn Hotels or 3 stars) with basic comfort service is it-yourself facilities with all guest and resorts and amenities for sometimes “facilities requests Four Points the average available with are usually Sheraton traveller. a casual available Novotel Courtyard restaurant on by Marriott Guest rooms the property Ace Hotels equipped with basic to dine in. Moxy amenities: wireless NH internet, cable tv, Doubletree telephones, work Residence Inn by ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 29 of 93  HOSPITALITY MANAGEMENT desk, hairdryers Marriott Budget/economy Clean, safe and No hotel Business Basic fitness Front desk assists Ibis hotels (1 or 2 stars) comfortable rooms managed centre kiosk facilities with all guest Travelodge with limited services restaurants on for do it requests Fairfield inn by and amenities. sight but yourself Marriott these hotels needs Motel 6 Guest rooms are located Holiday Inn equipped with next door to Express Town Place amenities like: an Suites wireless internet, independent, Hampton Inn cable tv, casual telephones, work restaurant desk, hairdryers which is often a part of restaurant chain. Key Learning Point Hotels are classified based on the ratings of the features, services and amenities offered. Each classification caters to the needs and preferences of travellers from different market segments. Higher hotel classification indicates levels of luxury that offer more services. 7.2.4.3 Hotel Groups and Brands Major hotel parent companies have a variety of hotel brands in their family. There are a number of hotel parent companies. Each hotel parent company owns and manages a family of hotel brands with a variety of classifications. By being able to offer a range of ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 30 of 93  HOSPITALITY MANAGEMENT hotel classifications, they can market their “family” of hotels to all traveller markets. With hotels in the luxury, upscale, mid-range and budget classifications, the parent company can build loyalty with a wide variety of guests by offering a variety of hotel styles and classification. Each brand targets one type of traveller. For example, a hotel brand attracts millennial travellers by promoting a less luxurious property with modern guest room and lobby décor and high-tech amenities. On the other hand, a 60-year old professional might appreciate a more traditional luxury hotel brand. The hotel brand name represents a specific style of hotel and the quality and experience guest can expect from the brand each time they are a guest. A hotel brand may represent a chain of hotels either owned or managed by the brand. A hotel brand is not a specific property, but a group of properties carry the brands name, sign and flag. The hotel name is the brand associated with a level of quality and services. This also allows them to offer new brands to guest when the visit a city where their preferred hotel may not have a presence. If another brand in their preferred hotel “family” is there, they still can get loyal service with the new brand. This is important to guests motivated to earn frequent guest points with hotel parent company (explained in Unit 7.8). Examples of parent hotel companies and their “family” of brands are listed in the table 7.2.2. For example, Accor hotels is a parent company the owns or manages the chain of Raffles hotels. The Raffles brand of hotels represents only luxury class properties. Le Royal Monceau is a luxury class hotel and a Raffles brand property ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 31 of 93  HOSPITALITY MANAGEMENT in Paris. You are not required to memorize the list of hotel brands per parent company for this course examination purposes. Parent company Flag brand Accor hotels Raffles Fairmont Sophital legend SO Sophital M gallery Pullman Swissotel Adajeo premier Grand mercure The seben Novotel Macquire Mama hostel Adajio Ibis Hotel f1 Thalassa Best western Best western Vib Best western premier Executive residence Best western plus BW premier collection GLO Interconti conference nental hotel group Holiday inn crowne plaza Holiday inn hotels and resorts Holiday inn express Kimpton hotels and resorts Hualxe Staybridge suites Candlewood suites Hotel indigo Even hotels Intercontiental hotels and resorts Marriott international Marrott hotels, resorts&suites The ritz-carlton Edition Autograph collection hotels Renaissance hotels and resorts Delta hotels Curtyard by Marriott Residence inn by Marriott Fairfeild inn by Marriott Marriott conference centres Marriott executive apartments Execustay by Marriott ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 32 of 93  HOSPITALITY MANAGEMENT Towneplace suites by Marriott Spring hill suites Marriott vacation club international Gaylord hotels Ac hotels Protea hotels Moxy hotels Luxury collections Sheraton Westin W hotels Melia hotels international ME Paradisus Melia hotles and resorts Inside by melia Tryp Grand melia hotels and resorts Sol by melia Key learning point Hotel parent companies own or manage a family of hotel brands or chains by name. there are a number of hotel brands within their portfolio that offer numerous options to travellers. Guests become familiar with these brands and learn that they represent a specific level of quality and experience that they can find at every brand location. 7.2.4.4 hotel “soft brands” Not every hotel is owned or managed by a parent company. Some hotels are independently owned and operated and are not part of a hotel family. Some independently owned hotels partner with soft brand companies. This partnership allows independent hotels to benefit from the collective strength of a global hotel brand and still retain their individual character and name, without attaching a brand label to it. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 33 of 93  HOSPITALITY MANAGEMENT Soft brands companies are like associations that provide a marketing and distribution support to their hotel members with sales, marketing and distribution support to their independently-owned hotels with negotiation power that they cannot get a single hotel. They provide a marketing platform for hotel owners and operators to gain exposure for their hotels in a global way, benefitting from: 1. The reputation of the “soft brand” and 2. The association with a group of other reputable hotel partners. These independent hotel owners enjoy working with soft brand partners as it allows them to maintain their unique history and service, while being part of a club with other hostels at an equality high standard of services and reputation. This creates a network or team feeling with marketing support. Like parent hotels groups, some soft brand companies also offer different brands in order to appeal to different guest types and budgets. Table 7.2.3 lists examples of soft brand companies and their brand hotel names. It is not necessary to memorize details of the brand hotel name or soft brand global size. Soft brand Flag brand Global reach The leading hotels of the No other brand extensions 375 hotels in 75 countries world Preferred hotels & resorts Legend 600 hotels in 85 countries LVX Lifestyle Connect Preferred residences Serviced residences Small luxury hotels of the No other brand extensions 520 hotels in 80 countries world Key learning point ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 34 of 93  HOSPITALITY MANAGEMENT Independently owned hotels benefit from soft brand marketing where they promote their reputation in partnership with the soft brand and by associating with a group of other independent hotels. 7.3 the language of accommodation Unit learning objectives Interpret and use common industry terms in hotel-related conversations related facilities (unit 7.3.2). List hotel room bedding types and identify the number of people each one (unit 7.3.4) Name standard and miscellaneous hotel room types and define each one (unit 7.3.4). Identify optional hotel meal plans and explain their inclusions (unit 7.3.5). 7.3.1-unit overview Every industry uses its own special terminology. The people who work within those industries should know the terms and words that are important for transacting business. In your role as a travel professional you will use hotel related vocabulary frequently, in both written and spoken communications. By understanding these terms, you will learn the terms used for facilities and services, room and bedding types, as well as meal plans mostly included in tour packages. 7.3.2 hotel facilities & services This unit lists and defines essential hotel features and guest services. Accessible facilities: in some countries, the law requires hotels and other public buildings to make all areas accessible for persons with disabilities. Special equipment, room configurations, or amenities ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 35 of 93  HOSPITALITY MANAGEMENT that assist persons with disabilities. Some examples include wheelchair accessible ramps, elevators and door frames, low bathroom sinks adjustable shower heads and grab bars; text telephones (TTY), Braille signage, and visual and audio alarm systems. Amenities: small complimentary items given to guests in the room. They can be tangible or intangible. They contribute to guests ‘comfort and convenience. Examples include toiletries such as soap and shaving items, bathrobes for use during the stay or a weighing scale and sweets in the night table at turndown. In some luxury and upscale hotels more, substantial amenities are given to guests like a gift of fresh fruit, wine and bottled water to welcome them upon arrival. Back of the house: the area of the hotel not accessible the public. This includes accounting, sales kitchens, personnel, housekeeping, and engineering areas. Bellman: A staff member who usually supervises luggage handling. Business centre: A facility or area of the hotel that provides business services such as internet access, photo copying, and meeting rooms for guests. Butler service: This is a personal service provided by some luxury hotels. A butler will be accessible 24 hours a day, and will take care of every need the guest might have from unpacking suitcases to coordinating with every department in the hotel to ensure all the guest’s immediate and future needs are met. Check-in: Process of registration upon arrival at a hotel. Check-in time: the designated hour in which hotels receive new guests to vacate their room. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 36 of 93  HOSPITALITY MANAGEMENT Checkout: process of payment upon departure from the hotel. Checkout time: the designated hour at which hotels expect guests to vacate their rooms. Checked luggage: Suitcases and other guest belongings left with the bell or doorman when a guest has arrived early and their room is not ready, or has checked out and departing the hotel at a later time. Concierge: A staff member who provides assistance to guests such as help in obtaining theatre tickets, restaurant reservations, a rental car, car hire (private transfers), arranging sightseeing, sending flowers, etc. in some countries, the hall porter performs this role. Doormen: A staff member posted at the front of a hotel who usually supervises luggage handling upon arrival and departure. Food beverage (F&B) outlets: Another word for eating and drinking establishments. They can include fine dining as well as a small café. Front desk: reception area where guests check in and out. In some countries this also referred to as reception. Front of the house: The area of the hotel accessible to the public. This includes the front door, front desk, lobby, F&B outlets and sleeping rooms. Front office: the part of the hotel that includes the reception desk, concierge or hall porter or guest services desk, hotel reservations and porter (bell) services. Gift shop: sometimes called a “boutique”, is a store located in the hotel that usually sells convenience items such as snacks, sundries, and magazines, as well as items suitable as gifts. Hall porter: A staff member who usually supervises luggage handling but may also perform the services of a concierge. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 37 of 93  HOSPITALITY MANAGEMENT Hall porter’s desk or bell stand (USA): A portion of the lobby set aside for receiving luggage before distributing it to the rooms. Typically, porters or bell staff (USA) will congregate in this area. Health club: this may include fitness rooms, swimming pool, sauna, and jacuzzi. Housekeeping: the department that cleans, tidies, and maintains the sleeping rooms and all public areas in the hotel. In-room safe: A small vault located in each guest room where a guest can securely store valuable items. Mini-bar: Small refrigerator located in a guest room stocked with sweets, snacks, and beverages. They are priced per item and tallied daily by the staff. Property: Another word for hotel or accommodation facility. Room service: Food and beverage served in the sleeping rooms-also known as in-room dining. Service level: The number and quality of the services offered by a hotel, including the way the staff interact with the guest, the quality of the linens, cleanliness, food and drink facilities, etc. Services: The activities and facilities provided for guest comfort, including the types of activities that housekeeping performs in the guest room (clean the room, turndown the bed, etc.) or what might be offered in a business centre (copies, access to a PC or printer, packaging and mailing, etc.) Shuttle service: Transport provided to guests for a fee to transport them to-and-from the airport. Turndown: Is a housekeeping service provided in the evening at some hotels. This service includes removing the bedspread, turning ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 38 of 93  HOSPITALITY MANAGEMENT down the bed linens, fluffing the pillows, tidying up the bathroom and replacing used towels, drawing the curtains and often supplying a chocolate or other sweet dessert item. Valet: An employee of the hotel who performs special services for guests. The service a valet provides differs among countries. In the USA, a valet parks car at the hotel. In the UK, a valet cleans the clothes of guests staying at the hotel. Valet parking (USA): A service in which guests at a hotel can have their cars parked by an employee for a free that is charged on a nightly basis(also called valet service). Wireless internet (WIFI): Networking technology that uses radio waves to provide wireless high-speed internet and networking connections, some hotels offer free wireless internet access, and some charge a daily access fee. Key learning point Although the features and services offered will vary for each hotel, it is important for you to describe these aspects to your customers accurately. For example, not all hotels offer accessible facilities and services for persons with disabilities. Becoming knowledgeable about the physical features, equipment, and services available at various properties will assist in informing customers who may have special needs or considerations while travelling. 7.3.3 Bedding types Bed sizes vary considerably around the world, with most common bed types and dimension include. Single: A bed designed for one person (also called a twin bed). (30 in*75 I 76cm*191 cm). ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 39 of 93  HOSPITALITY MANAGEMENT Full/double: A Double sized bed designed for two people. (smaller that a queen) (54in * 75 in/137 cm * 191cm). Queen: An extra-large double bed (smaller than the king). (60 in / 152 cm*203 cm). King: Largest size double bed (larger than the queen). It is also referred to as a standard king or eastern king. (76 in*80 in/193cm*203cm). Murphy: A bed that folds into the wall when not in use. These are especially good when using the room to entertain or conduct business. These can be found in twin, double and queen sizes. California king: A bed that is longer yet slightly narrower that the standard king mattress and is sometimes referred to as a western king. (72 in * 84 in/ 183 cm *213 cm). Japanese style or tatami beds: bedding is stored out of sight during daytime and rolled out on the floor for sleeping. These are typically twin or double size. Sometimes they are also offered in queen size. Key learning point Each hotel room bedding type name is linked to the number of people the bed can comfortably sleep. 7.3.4 Room types There are several types of sleeping rooms. You will need to identify which of the following would best suit your customers needs. While the list below is widely used, many hotels, chains and brands may use their own room type names. Standard: Often the starting or entry level sleeping room type in a hotel. It is regular size. The bedding might consist of one or two beds. This category usually refers to the most basic room ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 40 of 93  HOSPITALITY MANAGEMENT type offered by the hotel. It has basic, standard amenities and furnishings. Standard rooms sometimes have no view or a poor view. Superior: Often defined by the location of the room. It may have a better view and may be larger than the standard category room. Deluxe: This category of room is typically larger than the standard and superior categories, offers the best location, the best view, and the highest level of comfort, furnishings, amenities, and décor. Bedding usually includes a queen size or king size bed. In some countries, however, a superior room may be considered a higher category than the deluxe room, so its important to validate your choice before booking. Suite: In most cases suites consists of two or more rooms typically include a sleeping room and a sperate living room or area featuring a sofa, chairs, television. A suite may have more than one bedroom or extra rooms such as a kitchenette, dining room or conference room. Some hotels use the word “suite” to define any room with a sofa in it. Be sure to seek clarification if your preference is two or more rooms separated by a door. Miscellaneous room types In addition to the above, you may also see these types of room type names. Run of house: This room type is often used in corporate contracts to indicate a room is sold, different room types will be offered to arriving guests and booked at this room type. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 41 of 93  HOSPITALITY MANAGEMENT Executive: This is a smaller room equipped with features that would serve the needs of a business traveller like a desk and small sitting area. Classic: Often used to describe a standard or un-renovated room, this will generally be the basic or most available room type. Premier: Often used to describe a superior or better room. Grand deluxe: Often used to describe the best room type before suites. Hotels do not always follow the same guidelines and may interpret room descriptions differently. In all cases, it is important to read the room description and review room images to be able to accurately select and inform your customer of their choices. Other useful vocabulary defining rooms includes: Adjoining: two or more bedrooms next to one another but not connected by a common door. Apartments: Accommodation including kitchen facilities. This could be used to describe a studio where everything is in 1 open space, or a space with 1 or more separate bedrooms plus a separate living room. Connecting: two or more sleeping rooms with a common door between them. Double: room with a double bed that can be used for either one or two people in some countries a queen size bed can be referred to as a “double”; it can be useful to ask for the length and width dimensions of the bed. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 42 of 93  HOSPITALITY MANAGEMENT Double/double: A room with two double or two queen size beds, a suitable option for two friends or colleagues sharing a room as well as families with small children. Family room: these rooms typically have either one large space with multiple beds (a king plus 1 or 2 twin beds and perhaps a sofa bed) or connecting rooms with multiple bedding options. Hospitality suite or one-bedroom suite: A sitting room used to entertain customers or guests. Usually has a sleeping room connected by a common door and includes bathroom facilities in both rooms. Typically includes a wet bar (a counter with a sink for rinsing glasses, some shelves or a cabinet to hold glasses, bottles and other equipment), refrigerator and couches. Junior suite: A large room with two areas, one for sleeping and the other for sitting. It usually includes a couch, coffee table, and side chairs. Though a single room, at times it may have a small divider separating the seating area from the area that has the bed. Penthouse suite: Located on the top floor of the hotel. It often contains two or more guest rooms and a spacious living room and dining area for entertaining or hosting small gatherings. Show room: Sometimes called a model room, it is used by the hotel sales staff to display to agents. Show rooms are usually available during initial construction, for use in pre-sales activities, or during a major renovation to show what is coming. Single: A room designed for one person. Rooms will have either one single bed or one-double bed. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 43 of 93  HOSPITALITY MANAGEMENT Smoking: Rooms where tobacco can be smoked. Non-smoking rooms prohibit tobacco use. Triple room: A room designated for three people. These rooms typically will have either 3 single or twin beds, or one queen or king bed plus one twin bed. This is suitable for a family. Twin room: A room designed for two people with two single or ‘twin’ beds. This is suitable for two people who wan to share a room but not bed. Key learning point There are several different room types and bed sizes to choose from depending on your customer’s preferences, where they are travelling and the number of travel companions. It is best to use both the GDS and the hotel website to accurately understand how the room type is configured. 7.3.5 Meal plans Most business hotels do not include meal plans, but it is common for leisure hotels and wholesale packages to offer them. Here are some options: European plan (EP): No meals included. American plan (AP): Includes three meals a day. American plans are rarely used anymore but may be offered in certain resorts or packages. Also referred to as ‘full board’. Meals are served at specified times; sometimes specific seating times assigned. No between-meal snacks are served. Modified American plan (MAP): Includes two full meals per day, usually breakfast and dinner. Also referred to as ‘half board’. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 44 of 93  HOSPITALITY MANAGEMENT All inclusive: Includes all meals, snacks, and beverages (alcoholic and non-alcoholic). Bed and breakfast(B&B): Breakfast only included. Continental breakfast (CB): Includes coffee, tea, juices, toast, rolls and pastries and perhaps fruit. English breakfast: Full breakfast of cereal, bacon, sausages, eggs, mushrooms, roasted tomatoes, toast, juice, tea and coffee. American breakfast: Full breakfast that includes most or all the following: eggs, sliced bacon or sausages, pancakes (or waffles or French toast) with syrup, cereal, coffee or tea, fruit juice. Japanese breakfast: Includes miso soup, rice, cooked fish and pickles. A la Carte: A menu in which each item is priced and changed separately. Table d’hôtel: A fixed price meal offered daily. Buffet: A variety of dishes are presented on a counter for self- service by the customer. These meals are typically “all-you-can- eat” which means the customer can return to the counter multiple times to take more food until they are finished eating. Key learning point Hotels may offer a number of meal and breakfast options. It is important to understand the options that are offered to your customer as part of a room rate and those meals that can be purchased separately at an additional cost. Understanding each of the meal plan options and breakfast options offered at a hotel will allow you to book a hotel that serves best the needs of your customer. 7.3.6 Unit summary ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 45 of 93  HOSPITALITY MANAGEMENT There are many terms frequently used in the accommodation industry. The terms are seen in both printed and electronic forms, as well as heard in conversations between vendors, suppliers, and agents. Using them appropriately with colleagues, hotel representatives and customers will help you to communicate more quickly and efficiently. They may be used to describe facilities and services(unit 7.3.2) and hotel accommodation features including types of rooms and beddings (units 7.3.3 and 7.3.4), as well as meal plans(unit7.3.5). 7.4 Sources of hotel information Unit learning objectives Explain the advantages and limitations of GDS access to information and reservations (unit 7.4.2). Source detailed hotel and destination information in reference sites Use travel related online resources to validate the reputation of accommodation properties (unit 7.4.4). 7.4. Unit overview The best way of travel professionals build customer confidence is by beging able to answer their questions about the products or services offered and fully describe recommendations made. But its is impossible to know everything about every hotel. The travel professional must be resourceful and know how to quickly access hotel information from reliable sources To answer customer questions. It helps to refer to a library Of reliable sources to answer customer questions. It helps to refer to a library of reliable resources in printed or electronic format. There are many resources with information on destinations and hotels throughout the world. The internet and the GDS can supply ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 46 of 93  HOSPITALITY MANAGEMENT most of the information you need on hotels. Your global distribution system (GDS) will be a main resource. However, the GDS lacks the hotel images available in online resources. No matter which resource you use, you will find detailed information describing the hotel, its location, rating class, room availability, room rates, credit cards honoured, and commission rates. 7.4.2 The GDS as a resource Global distribution systems (GDSs) tend to be the travel professionals’ primary tool. A GDS provides a single and efficient point of access to hotel information, with the ability to make a room reservation. It is equipped with live access to room inventories from hotel suppliers. As a result, agents access room availability and rates in real time and can confirm room bookings instantly. The GDS, although highly reliable as a source of hotel information, lacks the rich image content and other graphics found on hotel and travel websites. Also, very small hotels in little-known or remote destinations may not be listed in the GDS. In the GDS you will find the following information about the majority of hotels in the world: Public and negotiated rates Rate guarantee and cancelation policies Room descriptions and amenities Rules or policies for each rate and room type Room types offered, room rate and number of rooms available Classification of each hotel (1 to 5 stars) Detailed information on hotel services and facilities, including spa, pool, food and beverages outlets, business services, babysitting ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 47 of 93  HOSPITALITY MANAGEMENT Hotel information- hotel address and closest airports and train stations Destination information-points of interest to visit near the hotel Payment options-how guests can pay for their charges Key hotel contact information-hotel general manager, reservation manager You can search the GDS for a specific property or request an area search for all hotels available. The area search will result in a list of available hotels for the dates entered. This list allows you to compare the available hotels before making the selection. This comparison list will show the rate range for each hotel whether the rate is commissionable or not. When searching for a hotel in the GDS, you can limit the results returned based on the location you want to see and the rate types you want to see. For example, you can request to see hotels near the Eiffel tower with promotional rates only. Once the specific hotel is selected, you will see individual room prices and the rules for making a booking for the rate and room types. Key learning point The advantage the GDS offers is its live access to hotel room availability with reliable and quick reservation capability. 7.4.3 Resource websites There are advantages and disadvantages to using travel related websites as a resource. There is an abundance of information available and it is often updated frequently. There are countless ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 48 of 93  HOSPITALITY MANAGEMENT numbers of travel websites to view. Some websites are well organized and others are more difficult to navigate. Before you begin searching, you should have a specific idea of what you are looking for. Consider the destination, class of hotel, price level, whether the property belongs to a chain or is independent, as well as your customer’s preferences. It is a best practice for travel professionals to source hotel information from more than one site. Some recommended references sites with objectives information include: Travel weekly’s hotel search-travelweekly.com/hotel World travel guide-worldtravelguide.net National tourist office Property and chain websites 7.4.3.1 Travel weekly’s hotel search On this site, leisure and corporate travel planners and consumers can search hotels by name, region, top hotel city, top hotel chain and by hotel classification. All the information found on this site can also be accessed through the GDS. 7.4.3.2 World travel guide This website provides detailed destination and hotel information collected from embassies, high commissions, tour operators, national tourist offices, health organizations, and government bodies. It covers everything you need to know about a hotel including a list of amenities, room pricing, booking information and a hotel map. ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 49 of 93  HOSPITALITY MANAGEMENT Overview Price Book amenities Map Amenities  24-hour business centre  Airport transportation(surcharge)  Babysitting or childcare(surcharge)  Children’s club(free)  Concierge services  24-hour front desk  Arcade/game room  Breakfast available(surcharge)  Coffee shop or café  Conference centre  Accessible bathroom  Area shuffle (surcharge)  Children’s club  Computer station  Dry cleaning/laundry service When selling a hotel, it is often necessary to provide destination specific information too. This site features destination related information for every country in the world to effectively answer all customer questions. Introducing south Africa  About south Africa  History, language & culture  Weather & geography  Doing business & staying in touch ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 50 of 93  HOSPITALITY MANAGEMENT  Pictures Plan your trip Before you go  Travel to south Africa Passport& visa  Where to stay health Public holidays Money & duty free While you’re there  Things to see & do  Shopping & night  Food & drink  Getting around  Events 7.4.3.3 National tourist office publications and websites These government offices share information about their regions, countries and hotels. They offer books, pamphlets, websites, videos and training designed to sell their destination. Tourist Board staff are eager to promote their destination and often deliver product presentations to travel agents. Hotel listings on these sites may be subject to membership in the tourist bureau, so not all hotels may be listed. Further, the links for these properties usually bring the viewer to the hotel or chain’s website. 7.4.3.4 Property and chain websites ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 51 of 93  HOSPITALITY MANAGEMENT Hotels and chains develop websites describing their property facilities and services. Their website features rich photos of the hotel property and information on the hotel location. Most hotel websites today are designed to generate hotel bookings and may be viewed on all mobile devices. This makes it easier for consumers to access their websites and book rooms directly with hotel. Travel agencies that have developed partnerships with hotels and other accommodation suppliers can access” agents only” portals on the supplier website. Most hotels make these rates available for sale on the GDSs as well. They encourage website bookings ton reduce costs but don’t want to cut off the agent’s primary booking tool entirely. Key learning point Online resources for hotel information display hotel photos and maps which the GOS cannot do. For comparison and accuracy, it is important to use more than one resource when searching for hotel information. 7.4.4 Review resources Online resources for hotel information display hotel photos and maps which the GOS cannot do. For comparison and accuracy, it is important to use more than one resource when searching for hotel information. Additionally, there are websites, online travel magazines and travel blogs that discuss and rate hotel features and services. The customers themselves post the content. Some useful examples include: Trip advisor ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 52 of 93  HOSPITALITY MANAGEMENT Smarter travel Conde Nast traveller Travel and leisure It is important to note that individual travellers post these reviews on sites often without filter or verification, so they should be viewed as extremely biased. Nevertheless, they can be a good indicator of past hotel performance and guest satisfaction.  Key learning point Review sites are another resource as they collect guest feedback about hotel and share the benefit of future travellers. Most consumers access this information to influence the accommodation products they choose. 7.5.1 Hotel room rates Unit learning objectives Describe various types of hotel room rates (unit 7.5.2) Explain why hotel rooms have different prices (unit 7.5.3) 7.5.1 Unit overview There are many factors that determine how a room is priced. They include the type of room, location in the hotel (standard room or ocean view), season/demand periods (high or low), and special affiliations. Rates traditionally have been based on “rack rate”, which is a full, standard, non-discounted rates are determined by increases, and decreases in demand. This means that the busier the hotel is for a specific date, the higher the base rate will be. These base rates are called “best available rate” (BAR). All other rates are based on different levels of discounts calculated from the BAR. When guests request rate information without mentioning any special affiliation, membership, or other qualifying information without mentioning any special affiliation, ABILASH SYMON – FOUNDER & CEO- AVION GROUP -Page 53 of 93  HOSPITALITY MANAGEMENT membership, or other qualifying information, the BAR or rack rate is usually the price quoted. Unless travellers are aware of other rates, they mostly likely will pay this amount throughout their stay. By understanding rate structures, you can help to save money and maximize value for your customers. 7.5.2 Rate structures Here are some of the most common rate structures you will be working with. Rate type Rate code Eligible Discount level on Description customers BAR Negotiated NEG Business with 20%-30% This rate type is corporate employees who for companies whose travelling travel regularly employees need accommodation. The discount percentage is based on the company’s volume of rooms expected to be booked and usually requires the company to guarantee a minimum number of room nights per year. For companies that send employees to the same destination repeatedly, booking employees at the same hotel each time makes business sense to reduce its travel expenses. Consortium CON Travel agents This is a negotiated that are part of rate for travel consortium