Module: Hotel service process management Lecturer: Dilda Zh.

Module: Hotel service process management Lecturer: Dilda Zh. Akhmedzhanova

Lecture 7 HOTEL AS A SERVICE PROVIDER IN THE MODERN DAY

At the end of this lesson, students should be able to demonstrate appropriate skills, and show an understanding of the following: hotel amenities, hotel services guest classification.

Introduction Different services are rendered by the hotels. Banquets, convention centers, exhibition centers, restaurants, catering service, secretarial services, corporate services, money changers, travel desk, butler service, valet service, internet service, facility for sports and games, massage parlour, health club, gym, shopping arcade, swimming pool, tourist limousines, airport service, etc.

In In lodging , amenities are any tangible or intangible benefits of a property, especially those that increase its attractiveness or value or that contribute to its comfort or convenience. Tangible amenities might include attractive guest rooms (lodging), dining, parks, swimming pools, health club facilities, party rooms, theater or media rooms, bike paths, community centers, services, or garages, for example. Intangible amenities might include pleasant views, nearby activities, good schools (in the case of residential real estate), or a low crime rate, all of which add to the desirability of a property.

Services Hotels provide wide range of banquet menus. Weddings, parties, business gathering all of which help in improving food sales and also work in attracting new customers. Banquet

Convention Center Meetings, seminars, conventions and other social gatherings are arranged which in turn attract group bookings, good occupancy and food service.

Restaurant Restaurants serving different speciality cuisine like Chinese, Korean, Italian, Continental, Mexican, Indian etc. are set up by hotels with the interiors suiting those places are run to cater to the different tastes of domestic as well as international tourists.

Secretarial Service This is an essential service for corporate clients. The CEOs, M. Ds and Chairpersons of different companies need this arrangement for expediting their notes, letters and agreements, communications etc.

Corporate Service This works as an extension to the corporate offices of the clients. All the services needed for handling corporate affairs are provided to make the corporate guest feel at “office away from his office. ” Internet Service is the latest addition to the corporate service list. This is available even in small and medium sized hotels. The guest can connect his laptop to this service and perform his regular work / tasks.

Money Changers Where there is high proportion of foreign tourists / visitors, there will be the need of money changing service. Here the hotel exchanges the foreign currency for local currency.

Provides car rental services, air & train ticketing and looks after the other travel needs of the guest. In some hotels Concierge looks after this service too. Travel Desk

Butler Service A personalised service provided to the guest and his visitors exclusively. He provides the food and beverage and also wine service, looks after the visitors to the guest and helps in keeping the room tidy from time to time and also arranges the wardrobe for the guest

Valet Service Also a personalised service, but limited to help at car parking and laundry facility etc. in hotels

Health Club and Sports and Games This is provided not only in resort or leisure hotels but also in down town & commercial hotels. The present corporate guest even though a busy person wants some time out for himself for health and pleasure reasons. Health club, Spa, Gym, Message Parlour, Swimming pool, billiards, bowling ally, tennis court, mini golf course are some of the popular facilities.

HOTEL GUESTS A hotel customer or client is called a guest because the hotel offers homely and professional service to him, and establishes a close relationship with him during his stay.

Definition of a hotel gues tt Hotel guests may be defined as “people who have, who are, or who will be using 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 Classification 1. 1. Guests on the basis of presence in the hotel: an expected guest, an in-house guest and check out guest. 2. 2. Guests on the basis of recognition : : regular guest , V. I. P. , special attention and distinguished guest and new guests 3. 3. Guests on the basis of revenue : : paying guests and Complimentary Guests.

Review questions What are the facilities and the services that are provided by the present day hotels? How hotels are classified according to mode of travel?