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Module 13: Introduction to the Accommodation Sector

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Types of Guests and Requests

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Hospitality Management

Guest Types and Related Services

Front line staff, especially receptionists and reservation staff, should be equipped with product knowledge which enables them to recommend or explain to their guests what is being offered by the hotel.

Some basic concepts about the accommodation products, including bed types, room types and room rates are described in this section.

Many people that stay in hotels come for business and pleasure. They can be families, business people, foreigners, or tourists.

Hotel guest requests may be directed to the hotel front office or to other hotel departments.

In order to make the guests stay comfortable and enjoyable, all guest requests should be handled promptly giving the guest maximum satisfaction with the services provided by the hotel.

Some hotels offer meal options to guests when they reserve rooms.

It is assumed that a guest who pays a room charge is not only provided with the right to stay in a guest room but to use other related products and services.

The following show some of the more common examples of products and services which may be expected by the guest and also included in the room rate.

Wake-up call service
Safe Deposit Box
Internet and WiFi
Room Cleaning
Turn Down Service
Swimming Pool

Further examples of products and services which can be included in the room rate are listed below:

Gymnasium
Valet parking
Free shuttle service
Bell service
In-room complimentary food and beverage items
(e.g. tea and coffee bags)
Express check-in service
Free access to executive lounge
Complimentary newspapers
Welcome drinks at bars or lobby lounge, etc.

Hotel brochures and tariffs are sales and marketing tools used by the hotel to provide information on the room rate (rack rate) charged and the facilities and services provided to the guests.

In general, the brochures contain pictures of guest rooms, restaurant outlets and other facilities.

Tariffs are usually printed separately as an insert, as the price may change.

Match up the guests to the most suitable room types

1. Rack rate Applied to air crews
2. Corporate rate A discount rate for staff of business partners
3. Commercial rate Equal to standard rate and walk-in rate
4. Airline rate A discount rate for parents who bring their kids
5. Group rate A discount rate agreed by a hotel and business
6. Children’s rate A discount rate through a travel agent
7. Package rate Provided to top management of the same chain
8. Complimentary rate Discount rate offered to guests, in low seasons

Select three different hotels.

Using any information collected from the Internet, observe if there are any similarities or differences among the hotels by using the following classification criteria:

Function
Location
Rating
Market Segment
Price (standard rate)

Factors Affecting Room Rates

Suggest five factors which may affect the pricing of hotel rooms

Give examples of how room rates are different under each factor, e.g. superior room is more expensive than standard room under the room grading factor.

Try to prioritize the five factors according to their degrees of importance in room pricing.