Hotel Operations-1 (Chapter-5)

Introduction to Hotel operations -1
Prepared by: Vishnu Narayanan.V

Course Code: HoMa-1051
Program Name: BA in Hotel Management
Chapter -5
Syllabus
Hotel Guests and Products
Hotel Guests
Hotel Products
Hotel Guests
Hotel guests can be classified according to their:
Trip purpose pleasure or business travellers
Numbers independent or group travellers
Origin local or overseas travellers
Pleasure travellers
They are individuals who travel to engage in leisure activities, outdoor
recreation, relaxation, visiting friends and relatives or attending sports or
cultural events.
Corporate business travellers
They are individuals whose frequent bookings are usually made by
companies with reduced room rates. Business travellers travel to conduct
business, attend business meetings or workshops, and engage in selling or
purchasing products.
Free independent travellers (FITs)

Chapter -5
They are sometimes referred to as "foreign independent travellers". FITs are

international tourists who purchase their own accommodation and make
their own travel arrangements.
Group inclusive tours (GITs)
Tourists who travel together on package tours with accommodation and
sometimes meals which are booked through travel agencies. Group tourists
tend to spend less and budget their spending allowance
Domestic tourists
They are local residents who stay at a hotel for special occasions and
functions.
Conference participants
Individuals who travel to attend conference and whose accommodation is
usually reserved by himself/herself, his/her company or a conference
organiser before their arrival.
Very important persons (VIPs)
Very important persons may include celebrities, frequent-stay guests,
guests in expensive rooms, guests with security risks and top executives
from companies.
Incognito
They are guests who stay in a hotel with concealing identities so as to avoid
notice and formal attention.
Hotel products
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Chapter -5
The Accommodation Product

Accommodation is one of the largest sources of revenue for the operation of
a hotel. It is the main product provided by a hotel.
A guest who books accommodation receives more than just a room with a
bed. It includes the facilities and services provided by the hotel staff. Since
guests in general cannot examine the hotel product before purchase, front
office staff must have a clear understanding of the accommodation product
and describe it accurately and clearly to the guest. Examples include:
Room rates
Types of room & beds
Frequent-guest programme
Other services provided to the guest
Room rates
Front desk personnel need to know how the room rates are derived. The
following criteria will influence the room rate charged to the guests:
Type, size, dcor and location of room
Meal plan
Season and seasonal events
Kind of guest
Length of stay and day of the week

Chapter -5
The room rate categories have variations in all hotels. Many hotels offer a
number of different room rates to attract different guests who will provide
repeat business and help ensure full occupancy.
Examples of different room rates are as follows:
Rack rate
The standard rate charged for the room only.
Corporate rate
Room rate offered to executive personnel who are regular guests or
employees of a corporation that has a contract rate with the hotel which
reflects all businesses from that corporation.
Commercial rate
Room rate offered to executive personnel of a company who have
infrequent visit.
Airline rate
The rate agreed between an individual airline and the hotel as determined
by the volume of business the hotel obtains from the airline.
Group rate
Room rate given to bookings for a large group of people made through a
travel agency or professional organisation.
Childrens rate
Each hotel has a specific age limit for the child to stay with their parents in
the same room free of charge or at a nominal rate.

Chapter -5
Package rate
Room rate, which includes goods and services and the rental of a room, is
developed by the hotel to attract guests in during low sales periods.
American Plan (AP)
Room rate that includes room and three meals.
Modified American Plan (MAP)
Room rate that includes room and two meals; usually breakfast and dinner.
European Plan (EP)
Room rate that includes room only.
Complimentary rate (Comp)
Guest is assessed no charge for staying in a hotel. The management of the
hotel may grant comp rooms for guests who are tour directors, local
dignitaries, executives from the hotels head office and so on.
Hotel brochures and tariffs
Hotel brochures and tariffs are sales and marketing tools used by the hotel
to provide information on the room rate (rack rate) charged and the facilities
and services provided to the guests. In general, the brochures contain
pictures of guestrooms, restaurant outlets and other facilities. Tariffs are
usually printed separately as an insert, as the price may change every
season or year.
Types of room and bed

A hotel has different types of guestroom and bed for the guests to choose
from. Hotel staff should explain these clearly to customers, as they may not
be familiar with the hotel terminology
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Chapter -5
Types of bed
Sizes, e.g.
Twin
39 x 75
Double
54 x 75
Queen
60 x 80
King
78 x 80
Types of room
Explanations
Single
A room that sleeps only one person and has been fitted with a single, double or queen-size bed.
Twin
A room that can accommodate two persons with two twin beds.
Double
A room that can accommodate two persons with a double or queen-size bed.
Twin
double
(also
double-double or queen
double)
A room that can accommodate two to four persons with two twin, double or queen-size beds.
Triple
A room that can accommodate three persons and has been fitted with three twin beds, one
double bed and one twin bed or two double beds.
twin
A room that can accommodate two persons with two twin beds joined together by a common
headboard.
Murphy
A room that is fitted with a murphy bed, i.e. a bed that folds out of a wall or closet.
Suite
Room with one or more bedrooms and a living space. The bedrooms might be singles, doubles
or twin doubles.
Adjacent
Rooms close by or across the corridor, but are not side by side.
Adjoining
Rooms that are side by side, but do not have a connecting door between them.
Connecting
Two rooms that are side by side and have a connecting door between them.

Chapter -5
Frequent-guest program
Hotels build guest profiles, often called the guest history, that keep track of
preferences of guests and enable the hotels to provide customized guest
services. Loyalty programs let the most valuable guests be recognized onproperty and have been at the core of how chain hotel brands attract and
retain their best customers. The loyalty program is a strong factor in
persuading hotel owners to become franchisees or give a particular hotel
brand the management contract to run their property. Some studies found
that members wanted a streamlined reward redemption process, and points
that did not expire. The most important features of a hotel program were
room upgrades and airline miles, followed by free hotel stays, and a variety
of on-property benefits and services. However, no amount of miles or points
is ever going to replace a warm welcome and being recognized by the hotel
as a loyal customer.
Other services provided to the guest
Other special services provided to the guest includes travel ticket booking
(Train, flight rent a car e.t.c) besides reservation for restaurants and
concerts and special events in the town
The F&B Products

The F&B products of the hotel includes
Restaurants
A restaurant is a commercial establishment committed to the sale of
food and beverage. A restaurant may also be licensed part of the hotel
operation, whereby the sales of restaurant contributes to the sales
performance of the hotel as a whole. Restaurant may also be
independent business entities under individual ownership and
7

Chapter -5
Management. Its major revenue producing department and a F&B

product for the hotel.
There are different types of restaurants
Coffee shop
Continental restaurant
Speciality restaurant
Grill room (rotisserie)
Bar
Snack Bar
Discotheque
Night club
Outdoor catering
This catering includes the provision of food and drink away from home
base and suppliers. The venue is left to the peoples choice. Hotels,
restaurants and catering contractors meet this growing demand. The type
of food and set up depends entirely on the price agreed upon. Outdoor
catering includes catering for functions such as marriages, parties and
conventions
Banquet Functions
Banquets are special functions organised for professional, social or state
occasions. Banqueting is the service for these functions and is different
from the usual service offered in the restaurant. Normally such functions
are organised when the number of people involved are fifteen or more
the types of functions normally are
Professional
Luncheons: - company, clubs
Conferences:-National or international, seminars training courses
Meetings:-broad meeting, press, professional associates, dealers
Exhibitions:-paintings sculptures, fabrics, books sales etc

Chapter -5
Social
Dinners: - alumina associations, company annual days, Wedding
reception, Cocktail parties, Fashion shows, Coffee parties, State dinners
State
Intra government and inter government parties of the head of the states,
National holidays
---------------The End--------------

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Introduction to Hotel operations -1

Prepared by: Vishnu Narayanan.V

Introduction to Hotel operations -1

They are sometimes referred to as "foreign independent travellers". FITs are

Introduction to Hotel operations -1

The Accommodation Product

Introduction to Hotel operations -1

Introduction to Hotel operations -1

Types of room and bed

Introduction to Hotel operations -1

Introduction to Hotel operations -1

The F&B Products

Introduction to Hotel operations -1

Management. Its major revenue producing department and a F&B

Introduction to Hotel operations -1

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