The most important stage of the hotel guest cycle is the stay, during which the establishment fulfills its promises of comfort, elegance, and individualized attention. This stage has a big impact on how the visitor feels about the hotel and whether or not they will return or promote it to others. By concentrating on a number of factors, such as room preparation, effective communication, attending to particular guest demands, and upholding high service standards, hotels aim to deliver a smooth and unforgettable stay. In addition to increasing client happiness, a well-run hotel builds credibility and a positive reputation in the hospitality sector.

This chapter discusses important operational practices and tactics, including assigning a guest to a room, monitoring room modifications, overseeing safe deposit boxes, and helping visitors with different information requirements. Every one of these components is essential to making sure that every visitor has a comfortable and joyful stay.

3.1 Rooming a Guest (Information of Hotel Facilities & Room)

The practice of showing a visitor to their designated room while giving them detailed information on the hotel's facilities, services, and room characteristics is known as "rooming." It frequently establishes the tone for the visitor's stay since it is the first individual encounter.

Steps Involved in Rooming a Guest:

1.Warm Welcome:

Confirm the guest's reservation information while maintaining a cordial manner.
To establish a personal connection, use the guest's name throughout the conversation.

2.Escorting the Guest:

Assign a bellboy or designated staff member to escort the guest to their room.

Ensure the luggage is handled with care and reaches the room promptly.

3.Room Orientation:

Provide a guided walkthrough of the room. Highlight the key features, such as:

Temperature Control: Demonstrate how to adjust air conditioning or heating.
Lighting System: Explain how to operate the main lights and bedside lamps.
Minibar: Introduce the minibar and explain the charges, if applicable.
Wardrobe & Laundry: Show where the wardrobe and laundry services are located.

Address the usage of in-room amenities:

Entertainment Systems: Guide the guest on using the television, streaming services, or sound systems.
Wi-Fi Access: Provide details on connecting to the internet, including passwords and troubleshooting tips.
Safe Deposit Box: Explain how to use the in-room safe and its importance for securing valuables.

4.Hotel Facilities Information:

Provide an overview of the hotel’s facilities, such as:

Dining Options: Introduce the restaurants, bars, and coffee shops, including their operating hours.
Recreational Amenities: Highlight facilities like the swimming pool, fitness center, spa, and kids' play area.
Business Services: Mention conference rooms, workstations, or co-working spaces available.

In-Room Dining: Share the process of ordering food, including menu options and expected delivery times.
Offer information on emergency contacts and procedures, such as fire exits and medical assistance.

5.Personalized Interaction:

Address any immediate concerns or requests the guest might have.
Confirm if the guest has special requirements, such as dietary restrictions or accessibility needs.

6.Final Check:

Before leaving the room, ensure the guest is satisfied and comfortable.
Leave a contact card with direct numbers for housekeeping, room service, and the front desk.

Importance of Rooming:

Creates a lasting first impression of the hotel’s hospitality.
Reduces confusion or inconvenience during the guest’s stay.
Establishes a sense of trust and reliability with the guest.

Additional Considerations:

For VIP guests or large groups, special rooming arrangements should be made, such as providing a dedicated team or manager to assist.
Guests with disabilities should receive personalized rooming assistance to ensure their comfort and accessibility.

3.2 Procedure for Room Change

If a guest is unhappy with the location, view, size, or unexpected difficulties like maintenance, they may request a different room. Resolving these requests in a timely and professional manner guarantees guest satisfaction and reduces annoyance.

Steps for Handling Room Changes:

1.Understanding Guest Needs:

· Pay close attention to the guest's worries and express regret for any inconvenience.
· Offer your heartfelt apologies if the problem stems from the hotel, such as poor maintenance or loud noises.

2. Checking Room Availability:

· Verify whether other accommodations that suit the guest's preferences are available.
· Offer the visitor alternatives, such as upgrading if possible.

3.Preparing the New Room:

· Coordinate with housekeeping to ensure the new room is cleaned, sanitized, and inspected before the guest moves in.
· Verify that all amenities are functional and meet the guest’s expectations.

4.Updating Room Details:

· Update the room assignment in the Property Management System (PMS) to reflect the changes.
· Notify relevant departments, such as the front office and security, about the updated room information.

5.Facilitating the Transfer:

· Assign a bellboy to assist the guest with their luggage.
· Personally escort the guest to the new room to ensure their satisfaction.

6.Post-Change Follow-Up:

· Reach out to the guest a few hours later to confirm their comfort in the new room.
· Promptly address any additional concerns they may have.

Best Practices:

· Respond to room change requests promptly to minimize guest inconvenience.
· Provide complimentary amenities, such as a fruit basket or beverage, as a gesture of goodwill.
· Record the reason for the room change to identify and resolve recurring issues effectively.

3.3 Safe Deposit Procedure

Hotels provide safe deposit lockers or in-room safes for guests to secure valuable belongings during their stay. This service enhances security and builds guest trust.

Types of Safe Deposits:

1.In-Room Safe: Located within the guest’s room, offering convenience and privacy.

2.Front Office Safe Deposit: Managed by the reception desk, providing higher security with controlled access.

Safe Deposit Procedures:

Informing the Guest:

· Explain the availability and usage of safe deposit services during check-in.
· Highlight the importance of securing valuables, especially during extended stays.

Accessing In-Room Safes:

· Provide a demonstration of how to operate the safe.
· Encourage guests to set a unique PIN code and ensure they memorize it.

Accessing Front Office Safe Deposits:

· Require guests to fill out a registration form detailing the items stored.
· Issue a receipt with a unique identification number for retrieval.

Security Protocols:

· Maintain strict confidentiality of safe combinations and guest details.
· Use a dual-key system for front office safes to prevent unauthorized access.

Returning Items:

· Verify the guest’s identity using government-issued identification and the issued receipt.
· Cross-check inventory before returning items.

Benefits of Safe Deposit Services:

• Provides peace of mind for guests.

• Reduces the risk of theft or loss complaints.

Common Issues and Solutions:

• Forgotten PIN Codes: Offer assistance through a secure override process.

• Lost Receipts: Verify identity through alternative documentation before releasing items.

3.4 Assisting Guest with Various Information

Role of Assistance: Providing timely and accurate information to guests ensures they feel supported throughout their stay. This service reflects the hotel’s commitment to exceptional hospitality.

Categories of Guest Assistance:

1. Hotel-Related Information:

· Dining: Share details about restaurants, bars, room service, and their operational hours.

· Facilities: Provide maps and directions to amenities like pools, gyms, and spas.

· Events: Inform guests about ongoing events or promotions within the hotel.

2. Local Area Assistance:

· Sightseeing: Recommend popular tourist attractions and arrange tickets if required.

· Shopping and Dining: Suggest local markets, malls, and renowned eateries.

· Transportation: Assist with booking taxis, rental cars, or public transport options.

3. Emergency Support:

· Medical Assistance: Provide contact details for nearby clinics, pharmacies, and hospitals.

· Lost Belongings: Guide guests on filing a report with local authorities or retrieving lost items.

4. Technological Assistance:

· Help guests connect to Wi-Fi or troubleshoot connection issues.
· Offer charging adapters or device support if needed.

Enhancing the Guest Experience:

· Maintain a resource book with updated local information.
· Train staff to anticipate and respond proactively to common inquiries.

Challenges and Solutions:

· Language Barriers: Employ multilingual staff or provide translation tools.
· Unclear Requests: Clarify and confirm guest needs to avoid miscommunication.

Key Terms

• Rooming: Escorting a guest to their room and providing essential information.

• Property Management System (PMS): Software for managing hotel operations and guest details.

• Safe Deposit Locker: A secure storage option for guests' valuables.

• Bellboy: Staff responsible for carrying luggage and assisting guests.

• Room Orientation: Explaining the features and amenities of a guest room.

  
  
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FRONT OFFICE

Hotel Housekeeping: Operations and Management
Paperback
July 2015 Edition
Author:
G. Raghubalan & S. Raghubalan

Hotel, Hostel and Hospital
Housekeeping
Paperback
January 2019 Edition
Author:
Joan C. Branson, Margaret Lennox

3.1 Rooming a guest (information of Hotel Facilities & Room)
3.2 Procedure for room change
3.3 Safe deposit procedure.
3.4 Assisting Guest with various information

HOTEL ROOM GUEST STAY