Professional Documents
Culture Documents
Extended Stays
Where an extension is sought, room availability needs to be checked and, if accommodation is available,
then the extension can be granted. It must be remembered that an extension cannot simply be approved
just because the guest is already in-house.
As a standard rule, an expected check-in/reservation takes precedence over an existing guest however you
always need to take into account all relevant other factors which may include:
If the expected check-in has confirmed or is late
The status of the current guest and the status of the
expected guest. Preferential treatment may be given to
regular guests
Room rate being charged. A property may elect to extend a
guest paying full rack rate and bump a guest who is
paying a much lower room rate.
In addition, payment details need to be checked. If a guest is paying by cash, they may need to pay more
cash for their extra accommodation. The fact that they have paid cash for one night may not entitle them
to stay another night on credit.
Re-rooming guests
It is preferable for extending guests to stay in the same room, but this is not always possible; there may be
an existing reservation that has made a special request for that room.
Where the guest has to be re-roomed it is standard practice to offer porters to assist with this.
Internal records also need to be adjusted to reflect the change in room number for the guest, a new
key/card will have to be issued and communication sent to various departments to advise them of the
change so that purchases being charged back to the room can be accurately monitored and posted.
3.2 Memproses ekstensi untuk tetap
Perkenalan
Tidak peduli seberapa sering Anda telah mengkonfirmasi tanggal keberangkatan dengan tamu masih ada
kesempatan ketika mereka harus tinggal lebih lama dari yang diantisipasi. Jika tamu memperpanjang
masa inap, Anda harus memberi tahu layanan kebersihan sehingga mereka dapat mengubah jadwal
pembersihan mereka.
Masa Inap Diperpanjang
Di mana perpanjangan dicari, ketersediaan kamar perlu diperiksa dan, jika akomodasi tersedia, maka
perpanjangan dapat diberikan. Harus diingat bahwa perpanjangan tidak bisa disetujui hanya karena tamu
sudah berada di rumah.
Sebagai aturan standar, check-in/reservasi yang diharapkan lebih diutamakan daripada tamu yang ada
namun Anda selalu perlu memperhitungkan semua faktor lain yang relevan yang mungkin termasuk:
- Jika check-in yang diharapkan telah dikonfirmasi atau terlambat
- Status tamu saat ini dan status tamu yang diharapkan. Perawatan preferensial dapat diberikan
kepada tamu reguler
- Tarif kamar dikenakan. Properti dapat memilih untuk memperpanjang tarif rak penuh kepada
Tamu yang membayar dan menabrak tamu yang membayar tarif kamar yang jauh lebih
rendah.
Selain itu, rincian pembayaran perlu diperiksa. Jika tamu membayar dengan uang tunai, mereka mungkin
perlu membayar lebih banyak uang tunai untuk akomodasi tambahan mereka. Fakta bahwa mereka telah
membayar tunai untuk satu malam mungkin tidak memberi mereka hak untuk menginap satu malam lagi
secara kredit.
Tamu yang kembali sekamar
Lebih baik untuk memperpanjang tamu untuk tinggal di kamar yang sama, tetapi ini tidak selalu
mungkin; mungkin ada reservasi yang telah membuat permintaan khusus untuk kamar tersebut.
Di mana tamu harus di kamar ulang, itu adalah praktik standar untuk menawarkan porter untuk membantu
dengan ini.
Catatan internal juga perlu disesuaikan untuk mencerminkan perubahan nomor kamar untuk tamu, kunci /
kartu baru harus dikeluarkan dan komunikasi dikirim ke berbagai departemen untuk memberi tahu
mereka tentang perubahan sehingga pembelian yang dibebankan kembali ke kamar dapat dipantau dan
diposting secara akurat.
3.3 Error: Reference source not found
Introduction
Some hotels base a room charge on the number of guests in the room; a single rate and a double rate
rather than a particular rate for a room. Therefore it is essential to make sure the correct number of guests
are in each room in this type of hotel. However, all hotels like to make sure the guest count is correct if
they can.
Guest Numbers
The best way of checking the guest count is when "turndown" service is conducted in all occupied or
expected to be occupied rooms. Turndown service is the process of closing the curtains in the room,
changing used towells, turning on a lamp, removing and
folding the bedspread, turning down the top of the bed,
placing the room service menu on the bed and a mint or little gift
from the hotel on the pillow for the number of guests in the
room.
When housekeeping come into the rooms to provide this
service they usually do a check on the guest count to see if it
matches what is on their occupancy report.
If a room is recorded as one guest but housekeeping find 2 toothbrushes, 2 sets of clothes, and the room
looks like it is occupied by 2 people then they will alter the guest count from one guest to two guests. It
becomes very obvious when there are more than 2 guests staying in a room by the amount of luggage in
the room.
Any variations to the guest count is recorded and sent to reception to update their records. In some cases
reception might phone the guest room to confirm the double occupancy instead of single.
An increase or decrease in your guest count will alter your nightly figures such as occupancy rate,
average rate, and the yield figure for the night. So it is important to make sure the guest count is as
accurate as it can be.
Variations in rates
An establishment is likely to have a number of different room rates.
Different room rates will have been identified on the basis of different types of guests that the
establishment seeks to attract, the potential for repeat or on-going business, and the levels of occupancy
(current and advanced bookings).
Not all properties may have the options listed below: still others may have more or different options.
Common Hotel Room Rates:
Rack rate
Corporate rates
Convention rate
Conference rate
Industry rate
Government rate
Package rate
Groups and tours rate
Complimentary rate.
Upgrades
Sell off suites at normal During a fully booked situation the suites are given to regular guests (usually
rates corporate guests) at their quoted rate in order to free up the regular rooms for
other guests. This acts as a goodwill gesture to the corporate guests and helps
Type of upgrade Reason for upgrade
Guests who have had a It is usually hotel practice to upgrade a guest who has had some sort of bad
bad experience experience at your hotel. For example, the guest has had problems with the
room and we don’t have another equivalent room available, then we upgrade
them to a better room.
Discounted rooms All rooms that are discounted are regarded as upgraded - they are getting a
better room than what they are paying for.
Tamu yang memiliki pengalaman buruk Biasanya berlatih hotel untuk meningkatkan tamu yang memiliki
semacam pengalaman buruk di hotel Anda. Misalnya, tamu memiliki masalah dengan kamar dan kami tidak
memiliki kamar setara lain yang tersedia, maka kami meningkatkannya ke kamar yang lebih baik. Tamu gratis
Seorang tamu yang menerima kamar gratis dianggap sebagai peningkatan karena tidak ada pendapatan untuk
menyamai biaya kamar. Kamar diskon Semua kamar yang didiskon dianggap ditingkatkan - mereka
mendapatkan kamar yang lebih baik daripada apa yang mereka bayar.
3.6 Error: Reference source not found
Introduction
There are a variety of special requests that come from guests. Some can be as simple as requesting a room
away from the lifts, or a non-smoking room while others can be complicated such as requesting concert
tickets that are next to impossible to obtain. Some special requests can be granted at no cost while others
will incur a cost. It is important to advise the guest if there is a cost involved with their request at the time
of making the request. Sometimes guests remember to make these requests at the time of making the
reservation wheras at other times they ask when they arrive at the hotel or when they get into their room.
Special request
Examples of special requests:
Particular room requests, non-smoking, Room requests such as high floor, poolside room,
away from lift, disabled facilities ocean view - all have higher rates attached to them.
Late departure (made with prior Extemely late checkouts (usually after midday are
arrangement up to a specified time) charged)
Luggage storage
Choice of newspaper
Keranjang buah, sampanye, atau hadiah hotel untuk Anda meminta sampanye, bunga, atau buah untuk
tamu tertentu seperti bulan madu yang diberikan dimasukkan ke kamar Anda.
oleh hotel.
Iron and ironing boards Parkir mobil (dapat dimasukkan dalam paket)
Adaptor daya Tempat tidur tambahan / orang di kamar
Menu bantal - untuk pilihan transportasi bantal ke bandara
Penitipan bagasi