Accommodation Management pt4

Accommodation Management pt4

1. PART FOUR: Operations and Procedures

   • RECEPTION
     • normally operates 24 hours a day
     • organized in a shift work system
       • usually 3 shifts of 8 hours each
       • when the shifts are changing:
         • small operational meeting
       • MORNING SHIFT
         • Receive the night auditor shift and payattention to:
       • AFTERNOON SHIFT
         • Receive the morning shift and pay attention to:
       • NIGHT SHIFT
         • Receive the afternoon shift and pay attention to:
   • OPERATIONS
     • definitions
       • The customer cycle
         • = whole process since the customer (still potential) contacts the hotel in some way, makes his reservation, arrives, checks in, experiences his stay, makes consumptions inside the hotel, checks out, then post-stay monitoring and CRM - Customer relationship management are carried out.
       • Intermediate client
         • = Tour Operator (TO), Travel Agent, Online Travel Agency (OTA) and Global Distribution System (GDS) As business partnerships must always be based on a relationship of mutual trust, communication between the parties must be done in an exemplary way!!
         • Allotment
           • = contract between a hotel and a travel agency or Tour Operator where these "pre-reserve" a certain number of rooms or roomnights (RN) for a limited period of time, for resale, under special pricing conditions and sales policies.
           • wide range of obligations:
       • End customer
         • individual customer (the guest), groupcustomer or Corporate customer (companies).
     • procedures
       • Reservation
         • Reservations can be made directly with the receptionist (in smaller hotels), by the hotel reservations department (in larger hotels) or through a reservation center
         • to make it:
           • the client must proceed with the booking confirmation, always in writing.
         • if not possible:
           • the customer is offered a second option, which can be a reservation at the same hotel on another date; a reservation at another hotel of the same chain, in the same city; or in another hotel that meets the customer's needs
         • types
           • Direct - counter, telephone, email, hotel website, socialnetworks, etc .; Indirect - Travel agency or TO, OTAs, online reservation centers, etc .; Corporate (companies) - Uses any of the forms used indirect reservations;
         • what to remember about
           • identify the guest, identify whether they are a direct, indirect or corporate customer, identify if they are a returning customer or not, the type of room and number of people, understand the payment method (at the counter, voucher or any promotional/discount code), check the availability of rooms for the desired date, inform the best available rate (BAR-best available rate) and the services included make the reservation according to the data, confirm or reconfirm the reservation within the next 24 hours, inform about the cancellation policies, request the credit card details (if applicable), recap all information and reservation data, request the customer's email (if applicable) and thank for the contact and preference.
       • Check-in
         • Customer's entry into the hotel. Hotel staff must be on handand never leave you waiting without paying attention. During check-in, the guest will form the first impression of the hotel. Any error or delay creates a predisposition to look for defects in other services.
         • confirm data with the guest
           • such as room type, number of people, length of stay, form of payment and others
         • ask to fill in their personal data
           • identification card must be given to the guest, which must be signed
         • provide basic information
           • the restaurant's location, PA time and other pertinent information
         • hand over the room key
         • ask the luggage carrier to accompany the guest
       • Check-out
         • guest removes his belongings from the room and gives the key to the reception.
         • is strictly scheduled
           • this can be between 11 am and 12 pm. After that time, an additional fee may be charged, applied for late departures, until 4 or 6 pm. After that time, the full rate may be charged until the following day. Limit times and rates vary from hotel to hotel.
         • debits checking
           • from consumption in the minibar or phone calls, cleaning ladies check the room
         • invoice and payment
           • an invoice is issued, payment can be made in several ways: by cash, by check or by credit card.
         • satisfaction check and goodbye
           • guest should be consulted about his satisfaction with the hotel's services and if he has any suggestions to make. The receptionist should thank for the preference and say goodbye, wishing the guest a good day and a good trip
   • SALES
     • techniques
       • personalized communication, through mass communication, specialized sales techniques (skimming or volume selling), global orniche positioning, marketing mix strategies, among others. The benchmarking and analysis of the market (direct competition, indirect, or geographic segmentation) are also widely used.
       • Crosselling
         • refers to the way to increase consumer purchase and make him return home, with much more than he had planned to acquire, but always from the same universe of the product;
       • Upselling
         • upselling aims to make consumers spend a higher than initially planned value, not just surround the consumer with options that complement their special needs, but the idea is to introduce options with added value

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