TOU060-REVIEWER.pdf

TOU060 FUNCTION AND PRIMARY MARKET A. CONVENTION HOTEL – are commercial properties that have the capability of hosting conferences and meetings. B. COMMERCIAL HOTEL – are generally located in center city for the convenience of the busines...

TOU060 FUNCTION AND PRIMARY MARKET A. CONVENTION HOTEL – are commercial properties that have the capability of hosting conferences and meetings. B. COMMERCIAL HOTEL – are generally located in center city for the convenience of the business traveler. C. RESORT HOTEL – is commonly described as a lodging establishment that attract pleasure travelers or vacation seekers and offers recreational activities. D. CASINO HOTEL – offer patrons opportunities to sleep cheap yet spend big. E. EXTENDED STAY – denotes lodging facilities designed for guests who need long term accommodations. Also called “suite properties”. LOCATION A. CENTER CITY – located in large cities usually along the business districts. B. SUBURBAN – located in the suburbs often near shopping centers or recreational facilities. C. RESORTS – refer to properties usually seen in areas of great scenic beauty or with outstanding recreational facilities. D. HIGHWAY – located in isolated areas where there is no competition wherein they can charge higher rates. E. AIRPORTS – located near the airport to cater to the flying public. SIZE A. SMALL – up to 100 rooms B. MEDIUM – 100 to 200 rooms C. MEDIUM-LARGE – 200 to 500 rooms D. LARGE – over 500 rooms TYPES OF ROOMS 1. SINGLE ROOM – a room with a single bed meant for a single occupant. Includes bathroom, a small dressing table, a small bedside table, a small writing table and a single chair. 2. DOUBLE ROOM – a room good for two people. equipped dressing table and a writing table, a TV and a small fridge. There are two variants in the type depending upon the size of the bed. King double room – with king sized double bed Queen double room – with queen sized double bed. 3. DELUXE ROOM - a well-furnished room with a dressing table, a bedside table, a small writing table, a television and a small refrigerator. It is available in single deluxe and double deluxe variants. This is normally suitable for one small family. 4. DOUBLE DOUBLE ROOM - a room with two double or queen beds that can be occupied by one or more people. This is ideal for a family with two children below 12 years old.  5. TWIN ROOM - this room provides two single beds with separate headboards. It is meant for two independent people. It also has a single bedside table shared between the two beds. 6. HOLLYWOOD TWIN ROOM - provides two single beds with a common headboard. 7. CABANA - this type of room faces water body, beach or a swimming pool. It generally has a large balcony. 8. STUDIO - a room equipped with a studio bed – a couch that can be converted into a bed. It is also equipped with a small kitchen corner and a dining area. 9. LANAI - this room faces a landscape, a waterfall or a garden. 10. SUITES - a room composed of one or more bedrooms, a living room and a dining area, sold at a higher price. It is excellent for the guests who prefer more space, wish to entertain their guests without interruption and giving privacy. There are various types of suites:  MINI SUITE OR JUNIOR SUITE – a single room with a bed and a sitting area. The sleeping area is in a bedroom separate from the parlour or living room.  PENTHOUSE SUITE – a more luxurious suite than the junior suite. It is provided with the access to terrace space above the suite. It is located on the top-most floor of the hotel giving the guest the utmost privacy he demands thus providing a bird’s eye view of the city.  PRESIDENTIAL SUITE – sometime called the “Royal Suite”, this is considered as the best suite in the hotel, offering all the best possible services the hotel can offer. Its price is the most expensive of all the room rates. ROOMS DIVISION  Is considered to be the largest employer of the hotel. It is composed of 2 departments: Housekeeping and Front Office. FRONT OFFICE - is considered to be the hub or nerve center of the hotel. It is the department that makes a first impression on the guest and one that the guest relies on throughout his or her stay for information and service. SUB-UNITS OF THE FRONT OFFICE FRONT DESK – looks after the registration of hotel guests and serves as communication and information. RESERVATIONS – handles reservations for room bookings. BELL SERVICE - responsible for escorting guests during check-in and check-out, attending to their luggage and doing errands for the Front Desk. TELEPHONE EXCHANGE – handles the telephone communication system to include: answering incoming calls, receiving and disseminating messages, giving information to callers through phone, placing and receiving long distance and overseas calls, screening calls and other related matters.  FRONT OFFICE CASHIERING – responsible for the settlement of guest accounts and other financial requests of guests. CONCIERGE/GUEST RELATIONS ASSISTANCE – the section where any guest turns to for any kind of assistance like tour and travel, directions to point of interest, confirmation of tickets and other services of this kind. · AIRPORT/TRANSPORT GUEST ASSISTANCE – handles the transport of guests to and from airport or other transport terminal. · BUSINESS CENTRE – handle all transactions in the business center including computer services, fax, email, photocopy, souvenir items, etc. FUNCTIONS OF THE FRONT OFFICE 1. To sell rooms, which includes registering the guests and assigning rooms. 2. To provide services such as handling mail, telegrams and messages for guests and furnishing information about the hotel, the community, and any special attractions or events. 3. To keep accounts, determine credit, render bills, receive payments and provide for proper financial and credit accommodations. HOUSEKEEPING - is responsible for the cleanliness, appearance and condition of the entire hotel. This includes the public areas. SUB-UNITS OF THE HOUSEKEEPING  ROOMS MAINTENANCE – responsible for the maintenance of all guest rooms in the hotel.  PUBLIC AREAS – responsible for the maintenance of all public parts of the lodging establishment which includes corridors, hallways, grounds, reception areas, public comfort rooms, offices and function areas where social events like parties and seminars are held.  LINEN AND LAUNDRY – responsible for the processing of all requests for laundry service, including guests’ laundry, employees’ uniforms and linen used for banquet functions. FUNCTIONS OF THE HOUSEKEEPING DEPARTMENT 1. Efficiently keep as many rooms as possible ready condition. 2. Give information regarding Ready Rooms. 3. Interior decorating and arranging fresh flowers for VIPs. 4. Clean guestrooms, public rooms and outside grounds. 5. Attend to the special requests of the guests. TYPES OF HOUSEKEEPING DOMESTIC HOUSEKEEPING: includes housekeeping services or maintenance done at home. It covers the areas found at home such as bedroom, kitchen area, dining room and living room among others.  INSTITUTIONAL HOUSEKEEPING: includes housekeeping services applied to commercial establishments like hotels, resorts, inn and even hospitals. Services are done in the departments and areas of the lodging establishments such as guestrooms, food and beverage outlets, offices, and grounds among others. FRONT OFFICE ROLES A. GUEST SERVICES B. ROOM SALES C. RECORD KEEPING D. COST CONTROLS E. VERBAL SKILLS F. EFFECTIVE SELLING SKILLS G. PROBLEM SOLVING SKILLS H. GOOD APPEARANCE JOB DESCRIPTION OF FRONT OFFICE PERSONNEL FRONT OFFICE MANAGER – Plans, organizes, directs and controls all areas of Front Office operations. FRONT DESK SUPERVISOR – Oversees Front Desk operations particularly the handling of registration of guests. RESERVATIONS SUPERVISOR – Directs and oversees operations pertaining to room sales and reservations. RESERVATIONS CLERK – Attends to room sales and reservations. DESK CLERK – Attends to the registration of guests and provides information assistance. DOORMAN/BELLBOY – Assists/escorts guests during the check in and check out and runs errand for the Front Desk. FRONT OFFICE CASHIER – Attends to the settlement of guest’s bill. AIRPORT/TRANSPORT REPRESENTATIVE – Transports guests to and from the airport/other terminal, sells hotel services to prospective patrons at the airport. GUEST RELATIONS/CONCIERGE OFFICER – Attends to any request for guest assistance especially VIPs. TELEPHONE OPERATOR – Attends to all incoming and outgoing calls in the Telephone Exchange Section. BUSINESS CENTER CLERK – Attends to service requests of guests at the Business Center. THE GUEST CYCLE - Is an overview of the physical contacts and financial exchanges between the hotel and its guests. 4 PHASES OF GUEST PRE-ARRIVAL PHASE (RESERVATIONS)  Reservation  Identification of sources of business  Prepayment  Other pre-arrival assignments ARRIVAL PHASE (Registration)  Identification of guest status  Registration  Room assignment  Rate assignment  Establishment of credit  Creation of guest account  Issuing of room key  rooming OCCUPANCY PHASE (OCCUPANCY OF ROOM)  Updating of room status  Room/rate change  Cashiering activities  Communication with other departments  Maintenance and auditing of accounts DEPARTURE PHASE (SETTLEMENT AND CHECK OUT)  Settlement of guest account  Collection of room key  Updating of room status  Communication with other departments  Creation of guest history  Follow up on late charge TYPES OF BEDS 1. SINGLE BED – designed for one person. It is usually 36x75 inches in size. 2. ROLL AWAY BED – a portable bed usually installed for an extra person in the room. Usually 30x72 inches or 36x75 inches.  3. TWIN/SUPER TWIN – designed for one person usually 39x75 or 80 or 81 inches in size. 4. SOFA BED – couch that is convertible into a bed. 5. DOUBLE BED – can accommodate a couple or two individuals. 54x75 or 80 or 81 inches in size. 6. MURPHY/CLOSET BED – refers to a bed that folds into a wall or closet when stowed away. 7. QUEEN BED – extra long, extra wide bed approximately 60x80 or 81 inches in size. 8. PULL OUT BED – bed that is inserted into a bed and pulled out when used. It is advisable for small room. 9. KING BED - extra long, extra wide bed approximately 78x80 or 81 inches in size. 10. BABY COT – is a small bed for baby. TYPES OF ROOMS 1. SINGLE ROOM – a room designed primarily for one person with a bed intended for one person. 2. DOUBLE ROOM – a room designed for two persons. Can have a two twin beds or double queen or king bed. 3. SAMPLE ROOM – a room used for display. Also known as show or mock up room. 4. ROOM FOR THE HANDICAPPED – a room with special features designed for handicapped guests. 5. TWIN ROOM (HOLLYWOOD) – a twin room can have Hollywood twin (bed) arrangement. This means two twin beds are placed side by side. 6. TWIN ROOM (TWIN APART) – a twin room with twin apart bed arrangement will mean that the two beds are placed parallel to each other usually separated by a night table. 7. STUDIO ROOM – a room with a bed that serves as a sofa during the day. 8. SUITE – this is a larger room with a living/parlour area separated from the bedroom. 9. MULTIPLE BEDROOM SUITE – Beside the one bedroom suite it is possible to have two or three bedroom suites. 10. DUPLEX SUITE – this refers to a two storey suite with a connecting stairwell. CATEGORIES OF ROOMS a. STANDARD – refers to rooms with only the basic amenities or the room size can be smaller in scale. b. SUPERIOR – it has all the basic amenities of a standard room usually some additional amenities or features. c. DELUXE – it usually offers what the superior room provides plus other amenities such as bathrobes. d. EXECUTIVE/CLUB FLOOR – this category of room caters more to business executives. The rooms are usually of deluxe category and includes butler service, secretarial support, breakfast and evening cocktails.  e. SUITES – can have different categories of suites and call them by different names. TYPES OF ROOM LOCATION a. CONNECTING ROOMS – rooms next to each other with direct or private access through a connecting door. b. ADJOINING ROOMS – rooms that are next to each other but do not connect through a private door. c. ADJACENT ROOMS – rooms that are close to each other such as across the corridor. d. INSIDE ROOM – a guestroom that faces inner part of the building. e. OUTSIDE ROOM – a guestroom that faces outer part of the building. f. CORNER ROOM – a guestroom located at a corner of the building. g. CABANA ROOM/VILLA – a room on the beach separated from the main building/room with direct access to the pool. h. SIBERIA ROOM – this is a jargon for an undesirable room one that is sold only when no other rooms are available. i. NEAR OR AWAY FROM THE ELEVATORS – a room which is situated near to or away from the elevators. j. LOW OR HIGH FLOOR – a room located either on the lower or higher floor of the hotel. TYPES OF ROOM RATES a. RACK/PUBLISHED RATES – these are the rates usually quoted to walk in guests and are the highest rates charged by the hotel. b. CORPORATE RATES – these are special rates offered to regular business clients staying in the hotel. c. COMMERCIAL RATES – are usually discounted rates extended to business people to encourage them to use the hotel. d. CONTRACTED RATES – special rates negotiated between the hotel and airlines and travel agents for their airline crews, packages and group guests. e. GROUP RATES – special rates given because of the large number of rooms reserved in a block. f. MONTHLY RATES – rates are quoted for guests who stay for a month or more. g. PACKAGE PLAN RATES – rates that include other hotel products and services in addition to the guestroom.  CONTINENTAL PLAN (CP) – room rate includes accommodation and continental breakfast.  AMERICAN PLAN (AP) – room rate includes accommodation and all three meals. Also be called bed and board.  MODIFIED AMERICAN PLAN (MAP) – room rate includes accommodation, breakfast and one other meal. h. DISCOUNTED RATES – given to attract guests to the hotel because of the lower rate offered during the promotional period. i. FAMILY PLAN RATES – these are rates designed to attract families.  j. DAY USE RATES – rates are quoted when the room is used for only three or four hours of the day and not overnight. k. COMPLIMENTARY RATE – a guestroom which is not accorded a room rate. Are given at the discretion of management for goodwill or to solicit business. OVERVIEW OF THE RESERVATION PROCESS I. COMMUNICATION WITH THE HOTEL CONTACT METHODS FOR RESERVATION a. TELEPHONE b. COMPUTER AND DATA COMMUNICATION c. IN PERSON d. MAIL/LETTER e. OTHERS II. IDENTIFICATION OF SOURCES OF BUSINESS COMMON SOURCES OF RESERVATIONS a. COMMERCIAL COMPANIES b. AIRLINES c. TRAVEL AGENTS  FITs – room rates are usually commissionable.  GROUPS – normally escorted by a tour/group leader from the agency.  TRAVEL PACKAGES – guests usually pay directly to the travel agents. d. CONVENTION e. NON-BUSINESS ORGANIZATIONS f. REFERRAL RESERVATIONS SYSTEMS g. OVERFLOW FROM OTHER HOTELS h. PERSONAL/DIRECT III. DETERMINATION OF ROOM AVAILABILITY UNDERBOOKING – occurs when one or more rooms are not sold. CAUSES OF UNDERBOOKING  LOW DEMAND OF ROOMS  NO SHOWS  LAST MINUTE CANCELLATIONS  EARLY DEPARTURES (UNDER STAYS)  INACCURATE ASSESSMENT OF ROOM AVAILABILITY  ERRORS MADE DURING THE RESERVATION PROCESS OVERBOOKING – a practice of committing more guestrooms than the available rooms also to achieve full house. CAN RESULT TO  OVERSTAYS  INACCURATE ASSESSMENT OF ROOM AVAILABILITY  ERRORS MADE DURING THE RESERVATION PROCESS IV. ACCEPTANCE/DENIAL OF THE RESERVATION REQUEST V. FORMULATION OF THE RESERVATION REQUEST VI. CONFIRMATION NOTIFICATION VII. MODIFICATION OF THE RESERVATION REQUEST TYPES OF RESERVATIONS 1. CONFIRMED RESERVATION 2. GUARANTEED RESERVATION – establishes a more secure relationship between the hotel and its future guest. 3. WAITLISTED RESERVATION - is made for a guest who is prepared to queque for the next available room during a full house situation. REGISTRATION PROCESS 1. Identification of guest status 2. Formulation of registration record 3. Room and rate assignment 4. Establishment of credit 5. Completion of check in procedure 6. Rooming the guest 7. Modification of registration record BUMPING A GUEST - this happens when hotels are overbooked and some guests with confirmed reservations have to be “walked”. REGISTRATION CARD/FORM - is a permanent record the hotel uses to check its guests in. LONG RUN ROOM STATUS - 3 parties involved are Reservations, Sales and Reception. SHORT RUN ROOM STATUS - This report is important to prevent double booking or assigning of out of order or dirty rooms to guests. OCCUPIED CLEAN (OC) - Occupied and has been cleaned and made up. OCCUPIED DIRTY (OD) - Occupied but not yet cleaned. VACANT READY (VR) - Vacant already made up and has been checked by the supervisor. VACANT CLEAN (VC) - Vacant already made up but not necessarily ready for sale. VACANT DIRTY (VD) - Guest has checked out and the room is ready for cleaning. HOUSE USE DIRTY (HSUD) - Occupied by non paying person and the room is not yet clean. HOUSE USE CLEAN (HSUC) - Occupied by non paying person and is already clean. OUT OF ORDER (OOO) - Room is under renovation or not fit for occupancy requires maintenance. BLOCKED (BLO) - Room is reserved for a guest who is expected to arrive within the day. NO SHOW (NC) - Room is reserved but the guest did not show up or has not arrived. SLEPT OUT (SO) - Guest did not sleep in his hotel bed. HOUSE USE (HU) - Room is occupied by an officer or staff of the hotel. DO NOT DISTURB (DND) - Guest posted DND sign and does not want to be disturbed. ROOM STATUS SYSTEM REPORTS ROOM STATUS REPORT - This is a computer generated report showing the room status of each and every guestroom. OCCUPANCY REPORT - This report prepared by the Housekeeping Department based on a physical check of the rooms. ROOM DISCREPANCY REPORT - This report is used to determine the correct status of a room when there is a disagreement between the room status report and the occupancy report. SKIPPER LOSS - This refers to the revenue loss arising from a guest who has left the hotel without settling his or her bill. SLEEPER LOSS - This refers to the revenue loss resulting from turning away a guest on a mistaken belief that all rooms are occupied. 3 ACCEPTABLE METHODS OF PAYMENT 1. CASH - This method of payment often requires the guest to place a deposit at check in. 2. CREDIT CARDS - are fast becoming a popular method of payment in a hotel. Major groupings of credit cards: Bank cards, charge cards and entertainment cards. 3. DIRECT BILLING A. BILL TO COMPANY - this form of payment requires prior arrangement between the company and the hotel. B. BILL TO TRAVEL AGENCY/AIRLINE - guests who made their reservations through travel agencies or airlines may be issued accommodation vouchers. LEVELS OF KEYS GUESTROOM KEY AND DUPLICATE KEY - Allows access to only a guestroom that is not doubled- locked. PASS KEY/SUBMASTER KEY - Capable of opening a few rooms located within a section of a floor which are not doubled locked. MASTER KEY/FLOOR MASTER KEY - Capable of opening all doors of guestrooms on a particular floor which are not doubled locked.  GRAND MASTER KEY: can open all doors of the guestrooms that are not doubled locked.  GREAT GRAND MASTER/HOUSE EMERGENCY/E KEY: used to open doors of all guestrooms including those that are double locked. ROOM TRANSFER - Is allowed when the guest requests for an upgraded or a better room or there are defects in the room. FRONT OFFICE CASHIERING - Has the obligation to see to it that all revenues pertinent to room sales are properly received. 8 FORMS OF PAYMENT  CASH  CREDIT CARDS  FOREIGN CURRENCY  CHEQUES  TRAVELERS CHEQUE  FOREIGN CHEQUES  DEBIT CARDS  DIRECT BILLING Checkout Cards - are issued by Front office cashiers to guests who have checked out and settled their accounts. PABX (PRIVATE AUTOMATIC BRANCH EXCHANGE) - Links the hotel’s telephones stem to a public exchange and enabled telephone users to dial other. 4 TELEPHONE RELATED REQUESTS  WAKE UP CALL  CALL SCREENING  DND  GUEST LOCATOR GUEST LOCATOR - This refers to a request from a guest to transfer his or her calls. 3 TYPES OF CALLS INTERNAL CALLS - Are calls made from an extension (station) line. INCOMING CALLS - Are external calls made to the hotel’s PBX. OUTGOING CALLS - Can be local, trunk or international calls and self-dial or operator assisted calls. MANUAL SYSTEM - Calculate all chargeable calls to raise the telephone charge vouchers. CAS (CALI ACCOUNTING SYSTEM) - Software program in the PBX that creates a charge for each chargeable self-dial call. BUSINESS CENTER - Room in a hotel with facilities such as computers that allows guest to work while they are staying at the hotel. CUSTOMER SATISFACTION - Is basic to the success of every business. INTOLERABLE SERVICE - Service that is unbearable. ADEQUATE SERVICE - Service which does not anger the guests but nothing is right that is pleases them either. PROFESSIONAL SERVICE - This type of service is what we want in the lodging industry. This type of service is memorable to the guests and may make them want to come back to your property. 8 DO’S  Listen with concern  Stay calm  Apologize for the problem  Empathize  Ask questions take notes  Offer solutions  Act on the problem  Monitor progress and follow up 5 DONT’S  Talk down to the guests  Take complaints personally  Blame another employee or department  Blame guests  Argue with guests