Front office management I compiled by Alemayehu K.

CHAPTER THREE

ACCOMMODATION PRODUCTS AND HOTEL GUEST

INTRODUCTION

Accommodation is the core product of a hotel and is always one of the largest revenue sources
in a hotel operation. Accommodation products refer to rooms and other related products or
services that hotel guests will consume during their stays. Front line staff, especially
receptionists and reservation staff, should be equipped with product knowledge, which
enables them to recommend or explain to their guests what is being offered by the hotel. Some
basic concepts about the accommodation products, including bed types, room types and room
rates are described in this section. the sale of rooms is one of the main products to be provided
by a hotel; it is also very often the principal source of hotel revenue.

It must be noted, however, that the accommodation product consists of more than a room
with bed. A guest purchasing accommodation also receives other facilities and benefits, such
as ambience, décor, and security. While all hotels provide accommodation service for their
guests, the type of facilities and benefits associated with that service can often differ greatly,
even within the same hotel. The accommodation product, therefore, does not only consist of
a guest-room but also the additional facilities and services which are applicable to that room.
For example, sea view mini-bar, in-house movies and room service. All these services and
facilities may be included in the accommodation product of a hotel.

3.1 Types of Guestrooms

To cater for the different needs of their customers, hotels usually provide a variety of
accommodation products. In other words, a hotel offers different guest rooms for sale, which
may have different room sizes, décor, views, facilities and services. Hotel Guest-rooms can be
classified in a number of ways. For example, one way is according to the number and size of
beds in the room; others are by the décor, the room size or the view. In addition, some hotels
may even offer special types of accommodation for particular types of guests, e.g., the
executive floor for business people, and presidential suites for VIPs. Hotel rooms are
classified based on the thee following considerations;

By grade or standard: depending on size, decor and furniture, location/view and in

room facilities. (E.g., A hotel may classify its rooms as standard, superior and deluxe
or have its own special terminology to describe different grades).

1|Page
 Front office management I compiled by Alemayehu K.

By number and size of beds per room: Single, Double, Twin, Queen, King, Family. This
is the main way in which prospective guests will enquire about rooms.
By target customer: Some hotels offer special types of accommodation for particular
types of customers. There may also be 'presidential suites' or 'penthouses' for VIP and
wealthy guests: usually a suite of rooms, which are spacious and decorated to a very
high standard. A hotel with a high proportion of business trade may set aside 'executive
floors', with room types and facilities specially catering to the needs of business
travelers: meeting rooms, communication facilities, lounge and bar for client
entertaining and so on.

The following are a comprehensive list of room types, which are commonly provided by hotels
worldwide.

Type of Room Descriptions

Single Room A single room has a single bed for single occupancy. It is a standard room
having a dressing-cum-writing table.

Twin Room A room with two single beds meant for two people having only one
bedside table between the two beds.

Double Room It is a room with one double bed meant for two people but may be for
single occupancy. It is a standard room having a dressing-cum-writing
table.

Queen A room with a queen-size bed meant for two people but may be for single
occupancy

King A room with a king-size bed meant for two people but may be for single
occupancy

Family A room with double plus single or bunks meant for three and more
people

Triple Room A room with three single beds meant for three people having two bedside
tables between the three beds.

2|Page
 Front office management I compiled by Alemayehu K.

Hollywood Twin It is a room with two single beds and one single headboard meant for two
Room people. When need arises, the two beds can be bridged together to make
it appear as a double room. Medium tariff and budget hotels tend to
provide many of these room settings which cater both couples and
parties in two.

Suite A suite in a hotel mostly denotes a class of luxury rooms. Suites offer
more space and furniture than a basic hotel room. In addition to the
standard bed and bedroom fixtures, a suite will typically add a living
room, usually with a couch that folds into a bed. Dining, office and
kitchen facilities are also added in some suites. Many large hotels have
one or more "honeymoon suites", and sometimes the best room is called
the "presidential suite". Some hotels now offer only regular suites.
Regular suites are particularly aimed at business travelers who would
both appreciate additional space and may use it to host small meetings
or entertain guests.

Presidential Suite The most expensive room provided by a hotel. Usually, only one
president suite is available in one single hotel property. Similar to the
normal suites, a president suite always has one or more bedrooms and a
living space with strong emphasis on grand in-room decoration, high
quality amenities and supplies, and tailor-made services (e.g., personal
butler during the stay).

Villa A special form of accommodation, which can be found in some resort

hotels. It is a kind of stand-alone house, which gives extra privacy and
space to hotel guests. A fully equipped villa contains not only bedrooms
and a living room but a private swimming pool, Jacuzzi and balcony. It
is suitable for couples, families and large groups.

Accessible Room This room type is mainly designed for disabled guests that hotels must
provide certain number of accessible rooms to avoid discrimination
requires it. The room setting of an accessible room is different from other
standard rooms for guests’ conveniences. Common features include
safety bars and emergency buttons in the bedroom and bathroom, touch

3|Page
 Front office management I compiled by Alemayehu K.

floor lamps, fire alarm lights, and outward opening door for bathroom,
etc. The rooms should always be located at ground or at lower floors and
should be near to the elevators for easier accessibility of disabled guests.
Besides, this room type is also suitable for seniors.

Executive-Floor A room located at the ‘executive floor’ which enables convenient access
Room to the executive lounge. Besides, some hotels also provide ‘female
executive floors’ with their rooms assigned to female guests only due to
safety and security reasons.

Room for Extended This room type can be found in service apartments and hotels which
Stay target for long stay guests (e.g., expatriates). Open kitchens or cooking
equipment are usually available in the room. Some would also provide
housekeeping services (e.g., once a week) in a regular basis.

Smoking/ Non- Many hotels provide both smoking and non-smoking rooms for their
Smoking Room guests. In order to minimize the effects of second-hand smoke exposure
on non-smoking guests, some hotels group all smoking rooms in certain
floors and separate them from non-smoking rooms.

Adjoining Room Rooms that are side by side, but do not have a connecting door between
them.

Interconnecting Two rooms adjacent to each other having an interconnecting door

Room allowing entry from one room to another, without having to go through
the corridor. The interconnecting doors can be opened or locked as per
the guest’s choice.

3.2 Room Rates

The room rate refers to the price at which a hotel sells its rooms. The type of accommodation,
size, décor, and view from the room will influence the room rate charged to the guest. As the
guest’s needs for accommodation become more sophisticated, there is an increase in the
variation of room rates. Many hotels have room rate tariffs which fluctuate according to the
class of business, time of year, and services included. The main source of income for a hotel
is by the sale of room space. In the hotel industry, all rooms are not the same. There are
various types of rooms depending on the size, location and category of the hotel. The types

4|Page
 Front office management I compiled by Alemayehu K.

and rates of rooms not only differ from hotel to hotel but also within the hotel, depending on
real estate and construction costs. The level of luxury and the type of bedding also determines
the room rate to be charged. Various terms, codes and descriptions have been created by
various hotels worldwide to represent room tariffs and types. In the past it was difficult as
different hotels used different codes. Due to computerization, the room types and codes have
become standardized.

The rate for any given room may also vary, according to:

The day of the week. occupancies may be higher from Monday to Thursday for hotels
with a high proportion of business guests, so it may set a lower 'weekend rate' to attract
guests on the weekends. For tourist hotels, conversely, a lower 'weekday' or 'mid-week'
rate may be set to attract business during the week.
The season and seasonal demand. discounted seasonal rates may be set to increase
occupancy in 'out of season' months; while higher 'peak season' rates get the maximum
revenue from high demand.
The customer: discounted rates may be offered to attract corporate/business travelers
(who may bring in high volume business), e.g., tour groups or travel agency business,
it is, obviously, important for front office staff to be aware of the different room rates
-and who is eligible for discounted rates –in order to quote accurate and attractive
rates to guests (while also seeking to maximize the revenue earned by the hotel.

Examples of different room rates are as follows:

a) Rack Rate

These are the rates usually quoted to walk-in guests and are the highest rates charged by the
hotel. It is the standard rate for the room with no meals, discounts or reductions.

b) 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.

c) Commercial Rate

A rate negotiated between the hotel and a business customer, for all its individual room
reservations.

5|Page
 Front office management I compiled by Alemayehu K.

d) Airline/agency Rate

The rate negotiated between an airline, travel agency or tour operator and the hotel, based on
the volume of business the hotel gets or anticipates.

e) Group Rate

Room rate given to bookings for a large group of people made through a travel agent or
professional organization.

f) Children’s 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.

g) 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.

h) 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 hotel’s
head office and so on.

3.3 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 guest rooms, restaurant outlets and
other facilities. Tariffs are usually printed separately as an insert, as the price may change
every season or year.

3.4 Types of Hotel Guest

A hotel customer or client is called a guest because the hotel offers homely and professional
service to guests, and establishes an intimate relationship with the guest during her or his
stay. Hotel guests may be defined as “people who have, who are, or who will be availing the
services of hotel, for a particular period in order to satisfy their demand for accommodation,
food and beverage or entertainment, for which they are willing and able to pay”. Guest
relation is the integral part of the hotel industry. It is a means for the management to reach
out to the guest and convey to him the feeling of warmth and welcome.

6|Page
 Front office management I compiled by Alemayehu K.

A guest may be classified under following headings:

Guests on the basis of presence in the hotel: an expected guest, an in-house guest and
check out guest.

Guests on the basis of recognition: regular guest, VIP, special attention and
distinguished guest and new guests

Guests on the basis of revenue: paying guests and complimentary guests.

Trip purpose: Leisure or business travelers

Numbers: independent or group travelers

Originlocal or overseas travelers

1. Leisure Travelers

They are individuals who travel to engage in leisure activities, outdoor recreation, relaxation,
visiting friends and relatives or attending sports or cultural events.

2. Corporate Business Travelers

They are individuals whose frequent bookings are usually made by enterprises with reduced
room rates. Business travelers travel to conduct business, attend business meetings or
workshops, and engage in selling or purchasing products.

3. Free Independent Travelers (FITs)

They are sometimes referred to as "foreign independent travelers “. FITs are international
tourists who purchase their own accommodation and make their own travel arrangements.

4. Group Inclusive Tours (GITs)

Tourists who travel together on package tours with accommodation and sometimes meals
which are booked through travel agents. Group tourists tend to spend less and budget their
spending allowance.

5. Domestic Tourists

They are local residents who stay at a hotel for special occasions and functions.

6. Conference Participants

Individuals who travel to attend conference and whose accommodation is usually reserved
by himself/ herself, his/her enterprise or a conference organizer before their arrival.

7|Page
 Front office management I compiled by Alemayehu K.

7. 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 enterprises.

8. Incognito

They are guests who stay in a hotel with concealing identities to avoid notice and formal
attention.

3.5 Guests and their Needs

Different types of guests usually have different needs. For example, an FIT traveling on
business would have different needs from those of a GIT travelling for pleasure, in terms of
both facilities and services required from a hotel. Because of the keen competition in the hotel
industry, some hotels may target their hotel facilities and services to satisfy only certain types
of guests.

1. Guests with Special Needs

Wheelchair; and

Facilities for the disabled.

2. Business Travelers

Broadband Internet service;

International direct dialing (IDD) service;

Local & international newspapers;

Laundry/valet service;

Shoes polishing service;

Other business facilities, e.g. Business center, executive floor, fax machine, laptop
computer, conference and meeting facilities.

3. Leisure Travelers and Holiday Makers

Rollaway bed/ baby cot;

Connecting rooms;

In-room movies;

Sports facilities, e.g., gymnasium, swimming pool;

8|Page
 Front office management I compiled by Alemayehu K.

Spa facilities for beauty and health treatments, e.g. massage, hydrotherapy, facials and
intensive foot and hand therapies;

Baby sitting service.

4. Other Requests

In-room dining (Room service);

Doctor service;

Smoke-free guest room;

Room make-up service;

Alteration & mending service;

Repair and maintenance service;

Food & beverage enquiries, e.g., hours and location of meals.

3.6 Selection of Hotel

To provide a high standard of service, front office staff have to understand the wants and
needs of their guests. One way of looking at this is to find out how a guest chooses a hotel. In
general, it is found that if a guest has stayed in a city before, then there is a strong possibility
that they will choose the same hotel again to stay in, provided that they were satisfied with its
services. However, if a guest has not previously visited the city, there are more likely to select
a hotel which is well known or is easy to find and get checked into. It is for these reasons that
large international hotel chains very often attract guests. If the guest has previously stayed in
one of their other hotels and was satisfied with the service, they can easily reserve a room
through the hotel chain’s central reservation office.

Other factors which can influence a guest to stay in a hotel may include advertisements,
personal recommendations, the location of a hotel, its price and preconceptions about a hotel
based on its name and affiliation. In some cases, the guest may use hotel guidebooks. These
publications are written by independent organizations which recommend hotels according to
different criteria (e.g., cleanliness and comfort, facilities, services, price and recreation
facilities). When customers make decisions to purchase certain goods or services, their
decisions may be either deliberate or impulsive. A deliberate buying decision means that the
buyer plans their buying very carefully; they will look into all possibilities or alternatives

9|Page
 Front office management I compiled by Alemayehu K.

before making a decision. An impulsive buying decision is where the buying is unprepared
and is usually done quickly. Impulsive buying usually results in making last-minute bookings.

o A business person who asks their secretary to book accommodation on a business trip
(deliberate)

o A family who selects a hotel after scrutinizing of hotel guides (deliberate)

o A conference organizer who makes several inquiries before selecting a final choice
(deliberate)

o After a wedding reception in a hotel, a local guest decides to stay in the hotel overnight
(impulsive)

o A tourist arriving at the airport with no previous booking made (impulsive)

o A business person who has to attend a sudden emergency meeting away from home
(impulsive)

10 | P a g e