Lodging Systems & Operations

S.O.T.L

Size

Ownership & afficialiation

Target Market

Levels of service

Types of Lodging Properties

Service Encounter

Moments of Truth

WOW

Memorable

Its elements

Customer

Service Provider

Delivery System

Physical Evidence

Service Required

Pre-arrival

Arrival

Occupancy

Departure

Guest Cycle

How GC translate operationally

What help in providing Service Quality

Efficiency

Productivity

New ideas of alternatives

The importance of Guest Relations

Key factors that affect guest relations

Communication

Expectation

Service Gap

Gap 1: Mgmt does not know what guests wants

Gap 2: Service-quality standards not developed

Gap 3: Employees are unable and/or unwilling to perform

Gap 4: Promisese do not match delivery

As a result of Service Gap

Guest complaints

How to handle?

Never be defensive

Define the problem

Validate the guest's feeling

Restate understanding

Promise to take action

Follow-up

Changing Trends

Identify important factors that facilitate excellent service

Differentiation

FOH

BOH

Guest Cycle

Pre-arrival

Arrival

Occupancy

Departure

Delivery Systems in lodging

Reservation

Reservation Process

First impression

Sell main product of hotel

Create potential customer for other departments

Opportunity to up-sell

Provide important management information

Sales forecast

Better staff Scheduling

Good planning of room inventory

Long and short term planning

Ways to encourage staff?

Give incentive for staff receives most compliments from guests

Offer commission for staff who upsells the most revenue

Provide sufficient training for new staff to get them up to speed quickly

Reward staffs who contribute ideas for improvement

Create constant awareness with signage in all staff areas etc

Enquiry Process

Hotel staff collects information

Guest history

Diagram of Reservation Enquiry Process

Tools used

Reservation Form

Amendment Form

Cancellation Form

Density Charts

Reservation Reports

Helps maximize room sales

Accurate monitoring of room availability

ensure better yield & rooms management

Helps in forecasting

Common Reservation Reports

R. Creation

R. Modification

R. Cancellation

No-Show reports

Expected Arrival & Expected Departure

Reception

Check-in steps

Preparation of guest arrival

Activities are?

Purpose?

Arrival

Room assignment

reconfirm room rate

Registration

Collection of guests important information

such as?

Check mode of payment

Purpose

Methods

Cash

Cheques

Credit Cards

Direct Billing

Vouchers

Issue room key

Things to note?

Protect guests?

Check-out & settlement

Settles account

Room status update

PMS create guest history

Yield Management

% of occupancy

Average Daily Rate

Revpar

To ensure accuracy

Accurate historical record must be kept

Be aware of special events or other factors

Maximize Revenue

Sell high when demand is high

Benefits

Provides important information for management decisions like pricing strategy

Accurate sales forecast, more definite staff scheduling, short and long term planning for rooms inventory

A more targeted marketing process, as a result increased revpar

Operations Manual

Describe the staff duties for each department

Policies & Procedures

Steps

Compliance with operations manual and standards

Opera

Materials covered during revision and tutorials

Why is it important?

What are the benefits?