HRO4: HOTEL GUEST FRONT OFFICE PROCEDURES SOURCE: S.ANDREWS FRONT OFFICE MANAGEMENT & OPERATIONS INTERNATIONAL EDITION 2008 joivelasco2 014
FRONT OFFICE OPERATIONS
Jan 15, 2015
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HRO4:
HOTEL GUEST
FRONT OFFICE PROCEDURES
SOURCE: S.ANDREWS FRONT OFFICE MANAGEMENT & OPERATIONSINTERNATIONAL EDITION 2008
joivelasco2014
Getting to know your Guests Why we need to know our future
customers? Are they really essential to our daily
routine being a hotelier? Why? What are the typical guests that we will
be encountered?
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Our Guests..
The 12 characteristics of the future guest: :
Woman power. - they now
represent a substantial travelling public and need special attention to their specific needs.
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The 12 characteristics of the future guest:
Business Wealth. - the buzzword in
today’s commercial world is “ Privatisation”. The result of this is that business executives and entrepreneurs expect high quality rooms and services.
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The 12 characteristics of the future guest:
Emotional Experiences
- Guests have become adventurous. They want a total experience that will trigger emotions.
- The eyes would like to see unique costumes, lightning, food presentations and décor.
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The 12 characteristics of the future guest:
Health Conscious
- Guests are working hard at keeping fit and healthy. Healthy Organic foods being offered in the Hotel’s F & B dept. will be surely in demand. joivelasco2
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The 12 characteristics of the future guest:
Value-addition -this refers to
the extras given for a particular price.
For an instance, business executives may expect a free limousine service from the airport to the hotel.
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The 12 characteristics of the future guest:
Information - Curiosity has
spurred guests to travel, made easy by quicker transportation and tour packages. They want an access to their runing room bills to monitor their budgets and expenditures.
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The 12 characteristics of the future guest:
D-I-Y competent - Guest are willing
to do things themselves. While western person is manually competent and the vast lot of oriental people who have migrated to the west as well.
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D-I-Y Vendo Machine ( convenience store)
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The 12 characteristics of the future guest:
Techno-savvy - In addition to
being D-I-Y competent, guests are comfortable in using web and would like to take control of their living experience during their stay in a Hotel.
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The 12 characteristics of the future guest:
Hygiene Conscious - guests are now
very particular about hygiene, particularly on how their rooms are prepared and those that serve them. They are willing to sue hotels for unhygienic conditions.
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The 12 characteristics of the future guest:
Language Savvy - While English is
still the popular language in the global economy, hotels with multi lingual front office staff will be able to attract muti national clientele.
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The 12 characteristics of the future guest:
Point Casting- The term relates to
specialization in a very narrow field.
- Guests will patronize hotels which have achieved consistent excellence and authority in a narrow field.
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