1. © 2006, Educational Institute Chapter 11 Guestrooms Convention Management and Service Seventh Edition (478CSB)

2. © 2006, Educational Institute 1 Competencies for Guestrooms 1.Describe the ways in which meeting attendees make reservations at the hotel that will host their meeting. 2.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. 3.Describe how computerization facilitates front office guest service.

3. © 2006, Educational Institute 2 Reservation Systems Postal reply/fax response cards Toll-free phone numbers: public or group-specific Hotel Internet site reservations Rooming lists Convention center housing bureaus Third-party housing companies Tally sheets

4. © 2006, Educational Institute 3 Rate Structures Kinds of Rates Rack rate: rarely used for meetings Run-of-the-house rates: common for small groups Discounted rates: common for large groups (continued)

5. © 2006, Educational Institute 4 Rate Structures Factors in Determining Rate Structures Group size Season Length of stay Types of rooms they will use Number of guests per room Group’s history How much the group is expected to spend Potential for repeat business Group’s willingness to put down a deposit (continued)

6. © 2006, Educational Institute 5 Room Types and Release and Confirmation Dates Room Types Singles Doubles Twins Suites Release and Confirmation Dates Also called “cutoff dates” Usually 30 days before meeting Room block based on group history Adjust reservation records periodically Communicate regularly with planner

7. © 2006, Educational Institute 6 Complimentary Arrangements Comp Rooms Usually one room for every 50 room nights One suite for every 100 guestrooms Rooming lists should specify who will occupy them Other Concessions Complimentary cocktail parties Complimentary limo service Complimentary meeting space Offers vary among properties

8. © 2006, Educational Institute 7 The Group’s Historical Performance Tips No-shows result in significant revenue loss Discuss no-show patterns with planner before releasing space Researching a Group’s History Send standard letter of inquiry to previous host(s) Obtain planner’s feedback on meetings held between booking date and the event your property will host Attend group’s next meeting as observer

9. © 2006, Educational Institute 8 Problems with Guestroom Usage and Reservations No-Shows Usually the result of attendees making multiple reservations Combat with deposits, 30-day cutoffs, and guaranteed reservations Mitigated by walk-in business Resorts have little walk-in business (continued)

10. © 2006, Educational Institute 9 Problems with Guestroom Usage and Reservations Early Departures Answered with early departure fees Underdepartures Answered with offer of new contract or with eviction Overbooking “Walking” guests to other hotels Plan ahead for overbooking (continued)

11. © 2006, Educational Institute 10 Check-In and Check-Out Procedures Check-In Procedures Preregistration Key packets made in advance Special receiving desks for large groups Check-Out Procedures Master account Flexible check-out times Luggage waiting area

12. © 2006, Educational Institute 11 The Computer Influence Reservations Preregistration by email Registration and Room Assignments Preprinted registration cards Check-Out and Billing Point-of-sale (POS) terminals Reports and Analysis Applications Example of booking report