Chapter 4 front office practice

42
ROOMS

description

type of room

Transcript of Chapter 4 front office practice

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ROOMS

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CHAPTER FOCUS POINTDemonstrate effective communication related to product and service information provided at the front officea) Describe types of room and its facilitiesb) Classify types of room rates

• Rack rate• Corporate rate• Airline rate• Group rate• Commercial rate• Package rate• Government rate• Half-day rate• Complimentary rate

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CHAPTER FOCUS POINT

c) Identify factors affecting room rates– Size of the room– Room location and view– Breakfast charges– Amenities– Guest services

d) Apply room management and operation procedures in any hotel or commercial facilities

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TYPES OF ROOM AND ITS FACILITIES

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TYPES OF ROOMS

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TYPES OF ROOMS

TYPES OF ROOMS

SUITE

DELUXE

SUPERIOR

STANDARD

ECONOMY

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Suite• Suite is the most expensive room in a hotel. • Usually suite is larger than a normal room. • This type of room is geared to the needs of

wealthy people and VIPs. • The furnishings and fixtures are expensive and

exotic. • Normally suite has a king-size bed and consists

of two or more rooms, kitchenette and conference room.

• Suites often have beautiful view or scenery and the best available location.

TYPES OF ROOMS

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Deluxe• This type of room normally represents the

maximum rate charged by the hotel for a regular size sleeping room.

• Normally the standard and size of the rooms and facilities offered are suited to the special needs of the business clientele.

• Bedding includes queen or king-size bed. • The room has a considerable high level of

comfort, furnishings and décor, and its location is the next best available.

TYPES OF ROOMS

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Superior• Generally it represents the moderate or

medium rate type of room. • Bedding includes a double, queen or king-

size bed.

TYPES OF ROOMS

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Standard• Normally represents the hotel’s minimum

rate for a regular-size sleeping room. • Typically bedding consists of one or two

double beds, a queen or twin beds.

TYPES OF ROOMS

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Economy• Rooms offered at this category might be

reserved for overflow situations, discounted rates or special promotions.

• It is usually priced below the normal minimum rate and has certain drawbacks such as undesirable location or small floor plan.

TYPES OF ROOMS

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ROOMS FACILITIES

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• The basic accommodation consisting only of a room with a bed, a cupboard, a small table and a washstand.

• Nowadays, rooms has largely been replaced by rooms with modern facilities which including en-suite bathrooms and air conditioning or climate control.

ROOMS FACILITIES

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• Additional common features found in hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-bar with snack foods and drinks, and facilities for making tea and coffee

• Luxury features include bathrobes and slippers, a pillow menu, twin-sink vanities, and Jacuzzi bathtubs.

• Some hotels offer meals as part of a room and board arrangement

ROOMS FACILITIES

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Guestroom Amenities StationeryPostcard

PenLaundry bag

Complimentary coffee or tea, sugar and powdered creamerChocolate or mints provided with turndown service

Television programmed guideCoffee or tea maker

HangerBlanket

Pillow and pillow caseIroning board / iron

Refrigerator/Mini bar

ROOMS FACILITIES

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Guestroom facilitiesBathroom Amenities

Facial soap

Bath soap or shower gelShampoo

Shower capSewing kit

ROOMS FACILITIES

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TYPES OF ROOM RATES

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ROOM RATES

ROOM RATE

CORPORATE RATE RACK

RATE

COMMERCIAL RATE

AIRLINE RATE

GROUP RATE

GOVERNMENT RATE

PACKAGE RATE

HALF-DAY RATE

COMPLIMENTARY

RATE1

2

3

45

6

7

89

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Rack rate• The highest room rate charged by the

hotel• It is the hotel’s normal room rate, which

means a standard rate for the room, with no meals, discounts, or reduction.

• Do not necessarily produce the most income for the hotel

ROOM RATES

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CORPORATE RATE• Offered to the businesspeople staying in the

hotel• Can be broken down into businesspeople

who are frequent guests ( a specific number of visit per week or per month)

• Employees of a corporation that has contracted for a rate that reflect all business from the corporation.

ROOM RATES

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Airlines Rate• It is a special discounted rate for the crew

of one or more airlines that offer certain volume of business throughout the year on a consistent and continues basis.

ROOM RATES

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Group and Tour Rate• This is a discounted rate for an organisation

that has a large block of rooms. • For group bookings, a 20 or 25 per cent

discount of the normal room rack rate might be offered when it quotes a rate.

• A tour operator might also be offered discounts by the hotel, in return for a commitment to purchase a minimum number of rooms over a set period of time.

ROOM RATES

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Commercial Rate• Room rate for businesspeople that

represent a company and have infrequent or sporadic patterns of travel.

• Major segment of hotel guest- warrant a special rate.

• Example: Hiltons’ hotel – Hilton Honors, a card issued and valid for each visit. After specific number of visit- get free room-night

ROOM RATES

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Package Rate• This is a set rate that is offered to the public

in conjunction with other services. • For example, a football package that

includes accommodation, tickets to the ball game and transportation to the stadium.

• Other popular packages include honeymoon, weekend and New Year’s packages.

ROOM RATES

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Government Rate• A negotiated discounted rate with

government bodies for their travelling officials and foreign visitors.

• When government officials travel for official work, they are given a travel allowance to cover their meals, hotel and other out-of-pocket expenses.

• A hotel interested in catering to this segment, they may quote room rates that match to government servants travel allowance.

ROOM RATES

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Half-day Rate• A room rate based on length of guest

stay in a room• Applied to guest who use a room for

three or four hours a day• Not overnight – 1p.m to 5p.m• To rest after sightseeing or shopping or

between flight.• Room usually will be rented again that

evening

ROOM RATES

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COMPLIMENTARY RATE• No charge to the guest.• The management of the hotel reserve the

right to grant comp rooms for various reasons.

• Guest who are part of the hotel’s management hierarchy or personnel group may receive comp room as a fringe benefit.

• This rate does cost the hotel, but cost usually outweighed by the goodwill generated.

ROOM RATES

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FACTORS AFFECTING ROOM

RATES

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FACTOR AFFECTING

ROOM RATES

Size of the room

Room location and view

Breakfast charges Amenities

Guest services

FACTORS AFFECTING ROOM RATES

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SIZE OF THE ROOM– Mostly, 6-star and 5-star hotel which

provide a room with living hall The bigger size of the room, the room rates will be higher.

FACTORS AFFECTING ROOM RATES

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ROOM LOCATION AND VIEW– The location also plays an important role in

determining the room rate.– Hotel in a city centre or business centre,

near places of tourist interest or a scenic locales would have a higher rate.

– Rooms with a better view would have higher charges as compared to rooms facing a parking lot or a noisy commercial street.

FACTORS AFFECTING ROOM RATES

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BREAKFAST CHARGES– A hotel which provide breakfast as their

complimentary meals usually will charge their room rates more than a hotel that only provide a room without breakfast.

– Normally, hotel that provide breakfast, they already counted the expenses of meal with their room charge. That is why their room rate will be more than a hotel that only provide a room.

FACTORS AFFECTING ROOM RATES

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AMENITIES– A hotel offering extra amenities than usual

such as slipper, bathrobe and etc inside the room will charge a higher room rate comparing to hotel with limited services.

– Besides, a hotel which do not provide any amenities inside the room will charge a lower room rate.

– Some of the hotel which do not provide any amenities inside room, make a different charge if the guest wants their amenities

FACTORS AFFECTING ROOM RATES

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GUEST SERVICES– The level of services offered by a hotel

determines the room rent to a large extent.– A hotel offering the best of services like spa,

gymnasium, banquet halls, specialty restaurant will charge a higher room rate comparing to hotel with limited services.

– The guest and staff ratio would be higher in 5-star hotels as they provide more personalized guest services.

FACTORS AFFECTING ROOM RATES

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ROOM MANAGEMENT

AND OPERATION PROCEDURES

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– As a frontlines, we should understand and know how to manage a room

– Managing a room is a way how we allocate the room to the guest.

– Rooms for prepaid reservations are often assigned before guests arrive.

– Assigning a room must consider with the guest request.

– Assigning a room usually will be done floor by floor to reduce the cost.

ROOM MANAGEMENT AND OPERATION PROCEDURE

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