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