Operation and Production Process

Registering into a hotel

• Types of check-in according to the reservation.

  • Customer with a reservation

  • Passenger (‘walk in’)

  • Groups

Modalities (Modalitäten (seltender)) of check-in

• Attended by people

• Online check-in

• Self check-in

• Duration: the minimum to provide a friendly and efficient service.

• Customer comfort: seated or at the bar, children, disabled, privacy.

• Welcome refreshments.

  • Offering a drink or snack during check-in

• Early check-in options

  • normal check-ins (arrivals before 12:00 - 15:00 depending on the establishment).

• Mass arrivals of customers

  • Manage efficiently situations

• Tools to facilitate check-in: passport reader.

• Up & cross-selling.

  • Up-selling: products that satisfy additional needs

  • Cross-selling: comparable higherend product

• Segmentation data

  • Preferences, travel habits for personalized service

• Police Registration

Customer's wish

• View

• Location

• Noise

• Size

Force majeure (Höhere Gewalt)

• Breakdown: leaks, damp (Feuchtigkeit), lock,...

• Infestation (Befall) : bedbugs, ants, cockroaches,...

• Variation in number of occupants

  • More people than expectet

• Needs of the hotel

Factors to consider

• A change of a guest's room is an extra workload, especially for the chambermaid, and therefore an additional cost for the establishment;

• But a change can turn a dissatisfied customer into a loyal customer;

• It must be correctly recorded in the PMS (Property management system)

The act of definitely leaving the hotel.

Modalities of ‘check-out’.

• Traditional

  • To the front desk for bills and returning the key

• Express

  • Skip the front desk by leaving the kes in the drop-box and bill in advanced

OVERBOOKING

• Sales over and above of the hotel’s capacity -> eventually forces customers to be diverted (umgeleitet) to other establishments.

OVERCONTRACTING.

• A practice whose purpose is to protect against ‘no-shows’ and last-minute cancellations by signing contracts over and above the hotel's capacity.

Maintenance and Auxiliary (Hilfmittel) Services Manager

(Head of Maintenance)

• Direction, control and monitoring of the auxiliary tasks of the installations, vehicles and building.

• Organising, directing, coordinating and instructing the staff under his/her charge.

• Directing and planning all the activities in his/her area.

• Controlling the costs of the Department.

• Proposing improvements and innovations in equipment and installations to the management.

• Keeping the maintenance programme up to date, complying with quality and budget.

This area is responsible for the management of everything related to food and beverages in a hotel

Maître/Restaurant Manager

Head of Bars Head of Restaurant-Sommelier

Second Head of Bars Second Head of Restaurants

Head of Sector- Bars Head of Sector – Restaurants

Head of Rank - Bars Head of Rank – Restaurants

Assistant Waiter Bars Assistant Waiter Restaurant

• Supervision (überwachung) of his/her area of responsibility.

• The same as the waiter/waitress, as well as preparing and decorating the restaurant and tables.

• Welcoming, seating and advising customers on menus and drinks.

• Carrying out work in view of the customer (flambéing, cutting, carving, de-boning, etc.);

• Storing and controlling goods and materials.

• Invoicing customers, as well as balancing and settling of takings in a section.

• Serving and selling food and beverages.

• Preparing work areas for service.

• Preparing simple meals and carrying out work in view of the customer such as flambéing, cutting, carving, de-boning, etc.

• Checking and inspecting goods and tools to use in the section.

• Setting up, serving and clearing buffets.

• Invoicing and customer billing.

• Service and sale of food and beverages.

• Performing auxiliary tasks.

• Properly maintain your work area and utensils.

• Preparing work areas for service.

• Setting up the service: material, tables, tables for banquets or conventions, chairs, sideboards, furniture or utensils of common use in lounges, restaurants, cafeterias or bars.

• Collaborating in the invoicing and collection of payments from the client.

Solve

• Allocation of shifts at check-in.

• Redistribution of the hall.

• Opening of rooms or annexe Restaurants.

• Recruitment of more staff.

• Reorganisation of the service.

• Extend service hours.

Alleviate (Lindern)

• Welcome drink or aperitif while guests await in queue.

• Ask for help from the entertainment and PR departments.

• Room Service or in-room dining is a service provided by the hotel that allows guests to enjoy their meals in their room according to a specific menu.

• There is usually a specific breakfast menu, a daytime menu and, in establishments with 24-hour service, an evening menu with simple dishes.

• The type of breakfast and time of service must be communicated by the client in advance, normally before 00:00h (phone, hanger, app);

• The service must be fast, and the food must arrive in optimal conditions of temperature and presentation.

• The RS staff is also in charge of taking customers to their respective rooms.

• Room service is a compulsory service for 5* Grand Luxury hotels, although the rest of the hotels also generally offer it.

•  AO - ACCOMMODATION ONLY

• BB - BED AND BREAKFAST

• HB - HALF BOARD

• FB - FULL BOARD

• AI - ALL INCLUSIVE

• The reservation does not include any food service

• The client can book any service directly at the hotel.

• Some tourist hotels do not offer this option (it is residual (Restbestand)); it is more representative in urban (städtisch) hotels.

• Booking this type of accommodation entitles you to breakfast, normally buffet style.

• It is the most booked regime in urban hotels; in holiday hotels it is not very representative, although it has a considerable weight in high category hotels located in an environment with a wide range of restaurants.

• Half Board includes breakfast and dinner (drinks not included). Many hotels offer the option of changing dinner for lunch at no extra cost.

• Both services are usually offered in buffet format.

• Some hotels offer the possibility of dining in an à la carte restaurant with an extra supplement, depending on the number of nights of the guests' stay.

• It is the most representative regime in holiday establishments together with the All Inclusive.

• Full Board includes the three main meal services, i.e. breakfast, lunch and dinner in buffet format (drinks not included).

• It is a regime with a downward trend after the introduction of the All Inclusive as for a small supplement the client can get free drinks during the whole stay, in fact in many hotels it is not even offered.

• It is most popular in the Italian market.

• It can be found especially in package holidays.

• The All Inclusive offers all meals (breakfast, lunch and dinner), snacks outside meals and unlimited local branded drinks (in some hotels there is a limit in the nighttime).

• There are variants such as AI Premium, AI Gold, of higher quality.

• It is a widespread regime in holiday resorts, and there are hotels that are exclusively AI.

• In mixed hotels, these clients are distinguished (ausgeziechtnet) with coloured wristbands.

• It is an option that is of particular interest to families because of the control of travel expenses.

• There is controversy about its impact on the local business outside of the hotel.

• Housekeeping.

• Reception.

• Maintenance.

• Food & Beverages.

• Entertainment.

• Administration & Human Resources.

• Purchasing.

• Sales & Marketing.

• Commercial Manager

• Commercial Executive

• Contracting. (Tour operators, Travel agents)

• Mice (Meetings, Incentives, Conferences and Exhibitions)

• Corporate (Company’s employees)

• Local Market

• Ecommerce

• Management, planning and organisation of the commercial strategies of the companies.

• Coordinate with agents and tour operators for the concentration of service sales campaigns and commercial concerts.

• Collaborate in the training of the staff under his/her charge.

• Organise commercial trips to promote contacts with travel agents and potential clients. Participate in trade fairs, workshops, congresses, etc.

• To prepare periodical reports for the General Management.

• To prepare the Annual Commercial Budget.

• Supervise and manage the Sales, Reservations, MICE and Banqueting team.

• Coordinate pricing and distribution strategies with Revenue Management.

• Negotiate and sign contracts / rates with all sale channels.

• Build and foster strong customer relationships.

• Planning the commercial strategies of his/her area.

• Collaborate with the Sales Manager in the development of the commercial policy of the establishment.

• Coordinate with other departments in the development of the company's promotion policy.

• Collaborate in advertising activities.

• Participate in relevant tourism fairs.

• Search and negotiation of commercial agreements with various distribution channels.

• Follow-up of accounts and negotiation of conditions for new seasons.

• Organisation of ‘famtrips’ (familiarisation trips).

• Analysis of economic results

• Management of the portfolio of corporate clients

  • Companies that use the hotel for their employees accommodations, meeting or events

• Analysis of account result

  • to measure its profibility

• Search, quotation (Angebotserstellung) and contracting of business/incentive groups and others.

• Attention to the groups once in place.

• Summer: From 01 May to 31 October (Summer)

• Winter: From November 1st to April 30th (Winter);

• Contracts are signed approximately 9 months before the start of the contract season.

• Within each season there are different periods where the rates vary due to demand. Sub-seasons.

The staff of the commercial department must attend tourism fairs as visitors or as exhibitors (Aussteller), with their own stand or accompanying (begleitend) public bodies representing the destination (Tourism of Tenerife).

Tour operators

Online Travel Agencies (OTAs)

Call Centre - (Reception-Reservations)

Loyalty programme

• Function

• Packages

• Produces brochures

• Owns own airline

• Sells through retailers, call centre and own web site

• Multi-product - Multi-brand

• Segments the market

• Hotel relationship framework

• Function

• Sells exclusively online

• No segmentation

• Does Not own airline

• Less structure

• More agility (Beweblichkeit)

• Relationship framework with hotels

• Accurate scripting

• Optimisation of the sale (Upselling)

• Cross selling

• Pricing policy (Relationship with other channels)

• What is loyalty? Convince guests to repeat or to talk positively about the hotel.

• Function: To act as a distribution channel

• Pricing policy: Clear and easy to understand policy.

• CRM (Customer Relationship Management) programme.

• Person-centred.

• Creates space to find own solutions/responses.

• Focused on results. Action-oriented.

• Focuses on the present and the future (not on the past).

• Promotes reflection and questioning.

• Encourages: creativity, autonomy, freedom and respect