Chapter 04 Front Office Operations

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Summary Slide

Guest Room Preferences Room Types Room Configurations All Suite vs. Extended Stay

Room Designations Diagram Preferences Room Numbering Diagram Room Numbers Room Status Reconciliation Room Status Codes Room Status Life Cycle Room Makeup Key Control Internet Exercise

Figure 4-1


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Guest Room Preferences

A hotel guests room preferences aredefined by his/her choice of:

Room Type Room Configuration

Room Designation

How might guest room preferences evolvein the future?

Figure 4-2


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Room Types

Room types are based on the intendednumber of occupants. The four basic

types are: Single Occupancy

Double Occupancy

Triple Occupancy

Quad Occupancy

Guest room rates typically change withthe greater number of occupants.

Figure 4-3


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Room Configurations

Room configurations characterize thephysical makeup of the guest room.

The standard configuration is the roomconfiguration that makes up the majorityof the sleeping rooms at a particularhotel.

This is also referred to as Run of House(ROH) rooms.

Figure 4-4


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Room Configurations

The enhanced configuration is understoodto include more amenities and/or servicesthan the standard configuration.

The suite configuration involves a largerroom (in terms of square footage) thanthe standard configuration.

The disabled access configurationrepresents guest rooms equipped to meetthe guidelines of the ADA.

Figure 4-5


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All Suite vs. Extended Stay

Standard Configurations

Room configurations remain constantamong all hotel target markets.

The standard configuration is the categoryof guest room that is the most prevalentat a specific hotel.

Enhanced and suite configurations forthese target markets are based on themost prevalent (ROH) room makeup.

Figure 4-6


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Room Designations

The room designation identifies whether itis a smoking or nonsmoking room.

Hotels may distinguish room designationsby grouping them on separate floors.

How does the recent tobacco legislation

limiting smoking areas affect how hotelsdesignate their rooms?

Figure 4-7


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Room TypeRoom Type

++RoomRoom

ConfigurationConfiguration

++RoomRoom

DesignationDesignation

==

Guest RoomGuest Room

PreferencesPreferences

SingleSingleDoubleDoubleTripleTripleQuadQuad

StandardStandardEnhancedEnhanced

SuiteSuiteDisabled AccessDisabled Access

SmokingSmokingNonSmokingNonSmoking

Guest Room

Preferences

Figure 4-8


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Room Numbering

Hotels assign room numbers by floor.Each floor designates the first portion ofthe room numbers, while the rest of theroom numbers are sequentially assignedon that floor.

The assignment of the first floor room

numbers is relative to the location of thefront desk and lobby.

What numbers are routinely omitted inNorth America? Asia?

Figure 4-9


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1st Floor Guest Room Corridor

Sequential Room Numbering

101 103 105 107 109

102 104 106 108 110

Room Numbering

Figure 4-10


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Room Status

Reconciliation

The hotel industry assigns a status toevery guest room to discern what guest

rooms are available for sale. Room status reconciliation ensures that

rooms are properly designated by their

current status and assigned a new statusas it changes.

Figure 4-11


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Room Status States

Room status categories are grouped bythe guest rooms state of occupancy, state

of cleanliness, and state of exception. These states are:

Occupied

Vacant

Dirty

Figure 4-12

Clean

Ready

Out ofOrder


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Room Status States

State of Occupancy

OccupiedApplies to a room that has been

assigned to a guest and the guest haschecked in.

VacantThe guest has checked out of theroom.

ReadyRoom is available for new occupancy.

Figure 4-13


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Room Status Codes

A room status code combines bothoccupancy and cleanliness information

Vacant/ReadyVacant/Clean

Vacant/Dirty

Occupied/Dirty

Occupied/Clean

Figure 4-14


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Room Status Cycle

Vacant/Clean

(V/C)

Vacant/Dirty

(V/D)

Occupied/Dirty

(O/D)

Occupied/Clean

(O/C)

Vacant/Ready

(V/R)

Figure 4-15


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Guest Room Makeup

The universal items in North AmericanHotels are:

Bed Phone

Bathroom

Television

What are some other items that might beincluded in a hotels standardconfiguration?

Figure 4-16


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Key Control Systems

Key control systems are used to ensure guestsafety by changing the access to a guest roombetween guests.

They include:

Metal Keys

Key Cards

Computer Controlled Systems What are the strengths and weaknesses of each

system?

Figure 4-17


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Guest Room Internet

Exercise

Hotels and their respective guest roomscome in all shapes and sizes. Many hotelhome pages offer "virtual tours" of their

guest rooms. Using the Internet URLs provided, select a

few hotels and compare and contrast thedifferences in guest room make up anddesign.

How can these Internet marketing tools bebetter utilized?

Figure 4-18


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Hotel Chain Web Sites

http://www.omnihotels.com/directory

http://www.hyatt.com

http://www.interconti.com

http://www.hilton.com

http://www.embassysuites.com

Figure 4-19

Navigate to a specific hotel to find the "Virtual Tour

or slide show features

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Chapter 04 Front Office Operations