The Guest Room HOTEL MANAGEMENT. Contents Categorizing the guest room Guest Room Make Up Key Control...
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Transcript of The Guest Room HOTEL MANAGEMENT. Contents Categorizing the guest room Guest Room Make Up Key Control...
The Guest Room
HOTEL MANAGEMENT
Contents
Categorizing the guest roomGuest Room Make UpKey Control SystemsReview
Categorizing the Guest Room
Room TypesRoom ConfigurationsRoom DesignationsRoom NumberingRoom Status Reconciliation
Room Types
Room types are based on the intended number of occupants
Standard type is based on one occupant – this is called single occupancy
Often single occupancy rooms have a lower rate than those with two guests in a room, called double occupancy rooms
Triple and quad occupancy rooms are for three and four guests respectively
Room ConfigurationsRoom configurations characterise the
physical make up of a guest room, therefore looking at differences in guest rooms within a particular hotel
Room configurations are an important aspect of how a hotel will determine the sleeping room rate
Offering guests an upgrade allows the hotel the potential for increased room revenue
Standard ConfigurationThe standard configuration is defined as the
room configuration that makes up the majority of the sleeping rooms at a particular hotel
Some hotels refer to their standard configuration as the run of house (ROH)
The run of house rooms are understood to be the greatest number of available rooms
A new trend has standard rooms being referred to as “deluxe” or “superior” rooms which can be perceived as added value
Enhanced ConfigurationThe enhanced configuration is the next level
up from the standard configuration
It is understood to include more amenities and services than the standard configuration
Sometimes called a “concierge” or “business level” room, these rooms carry a higher room rate than the standard configuration
Enhanced Configuration (Cont.)
The rooms offer everything the standard room do plus extra services/ amenities which may includeUpgraded soft goodsUpgraded hard goodsUpgraded amenitiesItems targeted to the business travellerAccess to a private lounge
Suite ConfigurationThe suite configuration involves larger
rooms (in terms of square footage)
By definition the suite must only be larger than the standard and may not include greater levels of service or amenities
Varying sizes of suites allow the hotel to charge higher rates for bigger rooms
Suite Configuration (Cont…)Suites are identified by their size in relation to
the standard configuration and the names may differ from hotel to hotel
An example of how the suite names may change respective to the room size is as followsJnr SuiteCorner SuiteBi-level SuiteHospitality SuitePresidential Suite
Room Configurations and Target Markets
Room configurations remain constant amongst all hotel target markets
The standard configuration is the category of guest room that is the most prevalent at a specific hotel
All suite hotels have enhanced configurations and larger suites as well
Extended stay target market also uses the same philosophy
Disabled Access ConfigurationDisabled access configurations include rooms
that are equipped to make the overnight stay of the disabled guest more pleasant and may include:Raised bedsWider doorwaysTelecommunication DevicesVoice activated dialingClocks with larger, brighter numbersClosed caption televisionsElevated toilets
Disabled Access Configuration (Cont…)
Disabled configuration equipment continued..Bathrooms equipped with metal handrailsRoll in showersVisual alert smoke detectors, door knocks, telephones
and alarm clocks
Room DesignationsThe final remaining identifier for room
categories is the room designation which identifies whether it is a smoking or nonsmoking room
In the early 1980’s hotels began to convert a portion of their sleeping rooms to permanently nonsmoking rooms
Many hotels particularly in North America are now 100% non smoking
Room Preferences Room type, configuration and designation all come
together to create the specific room a hotel guest may seek
Room Type
+
Room Configuration
+
Room Designation
=
Guestroom Preferences
SingleDoubleTripleQuad
SmokingNonsmoking
StandardEnhanced SuiteDisables Access
Room NumberingAssigning guest room numbers is the
identification method hotels have used for most of history
Typically, odd numbers are on one side of the floor, even numbers on the other
Whatever pattern is begun with the initial guest rooms floor, it is carried on throughout the remainder of the floors
Sequential Room Numbering
1st Floor Guest Room Corridor
101 103 105 107 109
102 104 106 108 110
Room Status ReconciliationRoom status reconciliation is defined as
ensuring that rooms are properly designated by their current status and assigned a new status as it changes
Both housekeeping and the front desk maintain room status
Rooms status categories/designations are groups by the guest room’sState of OccupancyState of cleanlinessState of exception
State of Occupancy
Occupied – applies to a room that has been assigned to a guest and that guest has checked in
Vacant – the guest has checked out of the room
Ready – the room is available for new occupancy
State of Cleanliness & ExceptionState of Cleanliness has two categories:
Dirty – room has not been cleaned by housekeepingClean – room has been cleaned but not yet verified as clean
State of Exception – room was removed from inventory for a specific reason (e.g. repairs or renovation)
Room Status Codes
R oom S ta tu s C yc le
V acan t/C lean(V /C )
V acan t/D irty(V /D )
O ccu p ied /D irty(O /D )
O ccu p ied /C lean(O /C )
V acan t/R ead y(V /R )
Room Status Cycle
Figure 4-13
Guest Room MakeupThe product for sale is a place to sleep, so all
guest rooms have a bed of some kind and the other universal items in a guest room are phone, television and a bath
Hotels are given industry ratings based in part on the makeup of their guest rooms and what is inside them
The standard configuration of every hotel room always contains the universal items
Standard Configuration Items In-room work stations Pull out sofa beds or Murphy
beds One or more night stands Vanity areas Coffee makers Irons and ironing boards In-room safes Closet/dresser Blackout drapes Clock radio or alarm Hotel collateral
Selection of local directories Phones with message lights Several chains offer
retrieval of written messages on a CCTV channel
In-room movies Video games may be
available Data ports Glasses and ice bucket Mini bar Complimentary newspapers
Key Control SystemsKey control systems are used to ensure guest
safety by changing the access to a guest room between guests
Key control systems evolved into systems that were easy to replace with key cards
These key cards are reprogrammed for each new guest and if the card is lost it can be erased easily
Lost key cards pose no security risk as there is no room number printed on them