Reception
Note From the above example one can see that Mr & Mrs Adams checked into the Transit hotel on 20 June 2013 and will depart on 23 June 2013. Teir contact details are filled in. Tey will be staying in a double room and pay R2 000 per room per night, not including any meals. Tey have paid a R1 000 deposit on 10 June 2103 which is indicated on the form.
6.2 Room status
6.2.1 The need for a room status system A prime need for every hotel is an accurate, up-to-date knowledge of the state of every room in the hotel. Should the hotel not make use of a computerised system, there are manual charts available to assist the front office staff.
A room can be in one of four states: 1. Let 2. Vacant and not ready 3. Vacant and ready 4. Closed for repair or decoration.
Room allocation When the guests arrive they will want to be able to use their rooms as quickly as possible. If they arrive before midday, then it is unlikely that the rooms will be ready unless they are vacant from the previous night. In smaller hotels, allocation of rooms is normally done at the time of booking, by using the conventional chart. If, when the guest arrives, the room allocated is not ready, but a similar one is, then the chart has to be changed round to show the re-allocation. Larger hotels with a greater choice of rooms oſten do not allocate rooms until the guest actually arrives, and then place the guest in the room of the type required that is ready.
VIPs and guests with special requirements may have rooms pre-allocated to them and a note may be placed in the reception area to ensure that they only go to those particular rooms. In allocating rooms, the receptionist should aim to satisfy the guests as much as possible. Even in large modern hotels not every room is exactly the same, some may have better views than others, and certain rooms may be particularly noisy due to their proximity to the liſt or a service pantry.
Allocation should take place on the basis of putting guests who are staying the longest into the best rooms at their rate, and guests who booked first into rooms better than those guests who booked at the last moment or are chance arrivals. By following this strategy the rooms in the hotel that are the least satisfactory will always be the last to be let. Out of season, some hotels let only sections of the hotel so that whole floors may be closed down, either for cleaning or to save electricity.
A hotel which operates a computerised system will ensure that the program carries provisions for different tariffs, locations and individual guest preferences. Te computer will select the best available room for a particular reservation, or offer alternatives if the preferred room is already taken or not yet ready. It is essential that the program is flexible enough to ensure that any special requests by guests can be catered for.
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