Presentation on theme: "Competencies for Guestrooms"— Presentation transcript:
0 Convention Management and Service Eighth Edition Chapter 11 GuestroomsConvention Management and Service Eighth Edition(478TXT or 478CIN)Courtesy of Jumeirah International
1 Competencies for Guestrooms Describe the ways in which meeting attendees make reservations at the hotel that will host their meeting.Identify factors that hotel staff take into account when assigning rooms to meeting attendees and managing room blocks, and describe the importance of good check-in/check-out procedures.Describe how computerization facilitates front office guest service.
2 Importance of Effective Communication The hotel sales manager must get the details of the meeting to the reservations department as soon as the contract is signed, and these details must be entered into the computerized reservations system as soon as possible. Otherwise, attendees will call the hotel to make a reservation and find that the reservations department has no record of the meeting.Meeting planner should be instructed to tell delegates to indicate that they are attending the convention when making their reservation. This is essential in order to credit individual reservations to the group.(continued)
3 Importance of Effective Communication (continued)Meeting planner should be asked to provide a list of VIPs to the hotel so that such individuals can be provided with high-end guestrooms.
4 Reservation Systems Postal reply/fax response cards Toll-free phone numbers: public or group-specificHotel Internet site reservationsRooming listsConvention center housing bureausThird-party housing companies
5 Characteristics of Reservation Management Procedures Postal reply/fax response cards—an effective form is essential. Form must be concise and simple, yet solicit all necessary information.Toll-free phone numbers, public or group-specific— attendees must be instructed to indicate that they are attending a meeting when calling to make a reservation.Hotel Internet site reservations—must create a special page on firm’s website dedicated to the event and that enables attendees to book at convention rates using a passcode.(continued)
6 Characteristics of Reservation Management Procedures (continued)Rooming lists—reservations are not made with the hotel, but with the housing staff at the planner’s headquarters. Planner prepares the rooming list from the reservations received and sends it to the hotel prior to a cutoff date. CSM should encourage use of rooming lists because it reduces the load on the hotel’s reservation department.Convention center housing bureaus—handles reservations for citywide conventions involving multiple hotels. CVBs must perform efficiently or chaos will ensue.Third-party housing companies—firms that use high technology to make housing arrangements for groups. Often used for citywide conventions.
15 Rate Structures Kinds of Rates Rack rate: rarely used for meetings Run-of-the-house rates: common for small groupsSplit rates: rates based on room typesDiscounted rates: common for large groups(continued)
16 Rate Structures Factors in Determining Rate Structures Season (continued)Factors in Determining Rate StructuresSeasonDays of the weekGroup sizeLength of stayType(s) of room(s) they will useNumber of guests per roomKnown attendanceDifficulties with group’s past conventions
17 Complimentary Arrangements Comp RoomsUsually one room for every 50 room nightsOne suite for every 100 guestroomsRooming lists should specify who will occupy themOther ConcessionsComplimentary cocktail partiesComplimentary limo serviceComplimentary meeting spaceOffers vary among properties
18 Room Types and Release and Confirmation Dates SinglesDoublesTwinsSuitesRelease and Confirmation DatesAlso called “cutoff dates”Usually 30 days before meetingRoom block based on group historyAdjust reservation records periodicallyCommunicate regularly with planner
19 The Group’s Historical Performance TipsNo-shows result in significant revenue lossDiscuss no-show patterns with planner before releasing spaceSize of room block should be based on group history, not planner’s claimsHotel and planner should re-examine the block size on several intermediate dates and readjust the number if necessaryHotel should communicate regularly with planner and adjust room allotments along the way(continued)
20 The Group’s Historical Performance (continued)Researching a Group’s HistorySend standard letter of inquiry to previous host(s)Obtain planner’s feedback on meetings held between booking date and the event your property will hostAttend group’s next meeting as observer(continued)
21 The Group’s Historical Performance (continued)Release Dates (Cutoff)The contract should specify a date when guestrooms will be confirmed or released back to the hotelCutoff date is normally 30 days prior to convention start dateAfter cutoff, rooms are accepted on a space-available basisBooking Pace ReportsWeekly pick-up reports provided by hotel
22 Arrival/Departure Pattern Most conventions will have some early arrivals and early departuresMajor arrival/major departure should be indicated in the resumeExtra staffing may be requiredA hospitality area may need to be set up for early check-ins
23 Problems with Guestroom Usage and Reservations No-ShowsUsually the result of attendees making multiple reservationsCombat with deposits, 30-day cutoffs, and guaranteed reservationsMitigated by walk-in businessResorts have little walk-in business(continued)
24 Problems with Guestroom Usage and Reservations (continued)Early DeparturesAnswered with early departure feesUnderdeparturesAnswered with offer of new contract or with evictionOverbooking“Walking” guests to other hotelsPlan ahead for overbooking
25 Guestroom Attrition “Attrition” refers to under-performance If actual guestrooms used are significantly less than the rooms blocked, hotels may charge attrition feesAttrition fees are charged to the group, not the individual attendeeHotels typically allow for some slippage (20 percent)(continued)
26 Guestroom Attrition Booking Outside the Block (continued)Booking Outside the BlockAttendees who book guestrooms at hotels other than those specified by the meeting planner, or book rooms within the specified hotels, but not as part of the convention groupRoom AuditsTo fight attrition, hotels have implemented room block auditing services
27 Check-In and Check-Out Procedures Check-In ProceduresPreregistrationKey packets made in advanceSpecial receiving desks for large groupsCheck-Out ProceduresFlexible check-out timesLuggage waiting area
28 Applications of Information Technology ReservationsOne-time entry of data; permits preregistration byRegistration and Room AssignmentsPreprinted registration cards given to delegates when they arrive, which they review and signCheck-in and check-out can be expedited through the use of self check-in, check-out terminalsCourtesy of Fairmont Hotels & Resorts(continued)
29 Applications of Information Technology (continued)Check-Out and BillingPoint-of-sale (POS) terminalsReports and Analysis ApplicationsData are often used to generate reports such as booking activity by market segment