Hotels

Corner rooms

- Double exposure -Usually a little larger - Many times used apart of a suite -Less noise

What is the importance of the check-in?

- First impression -Set the tone for the stay

Top 5 hotel brands by revenue

- Intercontnental hotel groups -Marriot International - Hilton Worldwide Starwood Hotels - Accorr

Walk in

- More common in city center hotels -unlikely in resort destinations -Process can take longer

Lunatic Fringe

1% of costumer that will always find a negative thing

Jeff Stewart, the Chair of Hospitality and Tourism at Niagara College has just contacted your downtown Toronto Hotel. He needs a room for this Monday and Tuesday for a conference. He is very price sensitive looking for the most favorable rate. Please assist him with this request.

-Price sensitive -Bedding is easy to sell -Guests like this historically are easy to manage -Need to find out if they are Loyalty members - reference previous stays

ADR

Average Daily Rate - average rental income per paid occupied room in a given time period

Check out

C/O

Departure Letter

ANy information that the guest needs to know the day before check out ex. bill check out time, thank you letter, comment card

Comp

Complimentary (Complaints)

3rd step of Registration process

Confirm Reservation - need key peices of info * Dates *rates *First name

Due out

D/O

CRS

Central Reservation System - Confirmation number

First Hotel in North America

City Hotel on Broadway in New york city - created the need for 1st hotel in US -opened in 1794 with 70 rooms

FDM

Front Desk Manager

FDS

Front Desk Supervisor

FOM

Front Office Manager

Log Book

Front desk communication log

GM

General Manager

New Hotels

Encompass more land -Larger rooms -less room categories - Room size and shape is consistent - open design

no post

Guest cannot order to the room - paid in (minimal) amount of cash or when they are traveling with family and dont want kids to buy stuff.

Walk a guest

Guest informed they will be relocated to an alternate location at host hotels expense due to an overstock(oversold situation) - best case to invite them the next day - staffs fault

GSR-GSA

Guest service representative/agent- Front desk

Rack Rate

Highest selling rate established by revenue manager

Lock out

In house guest has an outstanding balance on account and has not paid. They will then decode the swipe key so that guest needs to speak to front desk about payment

FAM trip

Familirization trip ex. group of travel agents that go around looking for a hotel to sell - get everything for free

Rate Code

Defines the specific rate that the guest has booked within the rest ex. Bar rate, rack rate , discount rates, packages etc.

Different Types of Check ins

Different Clients

7th step of Registration process

Directions and Thank you's

Early arrival

EA

Late check out

LC

How can a reservation be located in PMS systems ?

Last name - first name - By date -By confirmation number

Inventory/Revenue Management

Method or way of managing and manipulating room inventory selling at the right price at the right time

Why do guest complain ?

Noisy room - wrong bed type - long check in - check out anything they want to make or seem bad.

What room number do asian properties NOT use?

Number 4

Occupied

OCC (OR/OC/OD)

Out of inventory

OOI

Out of Order

OOO

Sleep

OV

Cash Paid outs

Paid outs to guests are small short term loans - ex babysitter- go to front desk to get money then charge money to the guest account

Who is William Cornelius Van

President of CPR "If we can't export the scenery, we'll import the tourist"

Mr. Larry Love has just contacted your hotel, he would like to stay in your hotel for this Valentines Day for two nights. He would like to surprise his lovely wife. Please take his reservation making sure you are asking all the right questions?

Price is probably not an object -Ensure a nice bottle of champagne is in the room -Ask about C/I time -Bedding is very important to this guest -Thank him for staying -Ask if he is a member of your hotel's loyalty program -Ask if there is anything else we can do

Old Hotels

Smaller rooms - Less real estate -Lower floors -More room offerings- lots of rates - irregular shapes

Pre-reg card

Registrating a guest before the guest arrives at the hotel (keys are prepared but not issued) - VIP guest gold star members

4th step of Registration process

Registration Documents - Go over information applicable to the hotel - Check out time, pool hours etc

Stayover

S/O

5thstep of Registration process

Secure Payment - Most important - Forms of Payment

why does cash require care ?

Short change - printer and fake bills - back check - Personal computers

Comment cards

Used for feed back, level of honesty, to improve business and use as motivation for staff members

Vacant and Clean

VC

Vacant and Dirty

VD

Skip

VO

Vacant and Ready

VR

Online Travel Agency

Website focused on travel, offers hotel bookings and reviews

1st step of Registration process

Welcome - 10 to 5 minute rule

Guest envelops, messages and gift certificates

When guest comes in and needs to meet a friend but came early , tell front desk and they will pass on the message (example of a message)

Maintanance- Return Status

When maintanance is working on a room it is OOO - When maintanance is done the room goes into pick up

Block Codes

different groups staying within your hotel

Discount amount and reason

boxes used any time a discount is issued to a rate ex. bad stay, complains (noisy neighbours)

Specials

outlines special requests guest may have when staying at your property ex. lake check out , early check in

Market

outlines the type of group segment staying in the hotel

Res. Type

outlines the type of reservation and how the guest paid for it.

source

outlines where the reservation originated from- company, Travel Agent, Hotel direct

Cash paying guest

have only the limit of paying for their stay- no extra

Discrepant room

computer says room is vacant and the room is actually occupied or vice versa - Check into a dirty room or guest is registered and guest is not in room

Down Time reports

reorts printed out for emergency use only- used in the event of system crashing

Concierge

reservations for dining room - know whats specific to their area - evolved in europe - floaters

Asian clients make up...

roughly 90% of guests.

Express check out box

send the bill the night before - sign the bill and put it in the box

The tenth floor in canada would be....

the 11th elsewhere.

CPR

Canadian Pacific Railway

Tips to employees

Most common form of cash advances

Comments

Most important area, communication between all areas of the hotel can be utilized to store any peice of information about the guest that the hotel may desire. ex. special request, previous and current stay info, spending habit

Credit limit

Most important report completed by the front desk team -represents the amount of money being held at the hotel

Year of Banff Springs Hotel Opening

1888

Room Moves

Move guest into different room for many reasons - Bad view -smells -too noisy - houskeeping has to do more work - all staff need to do extra

Bucket

Organizer for the registration card in numerical order

Group

Outline the group affiliated with this reservation or guest

Arrival and Departure Dates

Outlines the dates in which the guest will be staying within your operation

Company

Outlines the name of the company in which the reservation or guest is affiliated with

Room Type

Outlines the type of Room the guest has been assigned

Membership Type/Number and Level

Outlines the type of memberships that the guest belongs to

6th step of Registration process

Room Assignment and room key -right room for the right guest -Never say room number

RTC

Room to Charge - determines the type of room the guest is being charged for

Full House

Rooms in a hotel is 100 % occupied

2nd step of Registration process

Reservation

What types of info do front desk need to know before starting shift?

Revenue (money wise) - Complications -roughly amount of guests -incident report -levels of vip -room defects -arrivals and departures

REVPAR

Revenue per available room - Takes in all the revenue from guest experiences ex mini bar restaraunt etc

Room number in western societ

They do not use the number 13 as a floor nor as a room number

What was the empress hotels called?

"The western Gateway"

Why is knowing the number of adults and children important?

1. Give an accurate people count for the hotel 2. House counts are used by other departments to determine staffing 3. rates are based on two aduts per room- anything over that is an extra fee, cribs and xbeds

Bar Rate

Current selling rate of the hotel

Agent

Distinguishes which travel agent was responsible for the booking of this guest - In circumstances when a travel agent is not used the area is not filled in -assists in tracking commissions.

DND

Do not disturb - unless past check out time

DNM

Do not move - Gift amenities, return guest, fav room etc.

Tremont house

Opened in boston in 1829 with 170 rooms -First hotel to have ballmen, FD agent, door locks and free soaps

Canadian Pacific Railway

Started CP hotels in 1886

What is Perishability ?

The concept of a room left unsold tonight cannot be sold again - Empty hotels rooms cannot be shelved stored saved and cannot be used again

Les Clefs d'or

Two gold keys conciege staff - highest level

No show

a person who sets a reservation but neither shows up for cancels - More important in a non sold out -lower revenue