Convention Management and Service Eighth Edition Chapter 11 Guestrooms Convention Management and Service Eighth Edition (478TXT or 478CIN) Courtesy of Jumeirah International

Competencies for Guestrooms Describe the ways in which meeting attendees make reservations at the hotel that will host their meeting. Identify factors that hotel staff take into account when assigning rooms to meeting attendees and managing room blocks, and describe the importance of good check-in/check-out procedures. Describe how computerization facilitates front office guest service.

Importance of Effective Communication The hotel sales manager must get the details of the meeting to the reservations department as soon as the contract is signed, and these details must be entered into the computerized reservations system as soon as possible. Otherwise, attendees will call the hotel to make a reservation and find that the reservations department has no record of the meeting. Meeting planner should be instructed to tell delegates to indicate that they are attending the convention when making their reservation. This is essential in order to credit individual reservations to the group. (continued)

Importance of Effective Communication (continued) Meeting planner should be asked to provide a list of VIPs to the hotel so that such individuals can be provided with high-end guestrooms.

Reservation Systems Postal reply/fax response cards Toll-free phone numbers: public or group-specific Hotel Internet site reservations Rooming lists Convention center housing bureaus Third-party housing companies

Characteristics of Reservation Management Procedures Postal reply/fax response cards—an effective form is essential. Form must be concise and simple, yet solicit all necessary information. Toll-free phone numbers, public or group-specific— attendees must be instructed to indicate that they are attending a meeting when calling to make a reservation. Hotel Internet site reservations—must create a special page on firm’s website dedicated to the event and that enables attendees to book at convention rates using a passcode. (continued)

Characteristics of Reservation Management Procedures (continued) Rooming lists—reservations are not made with the hotel, but with the housing staff at the planner’s headquarters. Planner prepares the rooming list from the reservations received and sends it to the hotel prior to a cutoff date. CSM should encourage use of rooming lists because it reduces the load on the hotel’s reservation department. Convention center housing bureaus—handles reservations for citywide conventions involving multiple hotels. CVBs must perform efficiently or chaos will ensue. Third-party housing companies—firms that use high technology to make housing arrangements for groups. Often used for citywide conventions.

Rate Structures Kinds of Rates Rack rate: rarely used for meetings Run-of-the-house rates: common for small groups Split rates: rates based on room types Discounted rates: common for large groups (continued)

Rate Structures Factors in Determining Rate Structures Season (continued) Factors in Determining Rate Structures Season Days of the week Group size Length of stay Type(s) of room(s) they will use Number of guests per room Known attendance Difficulties with group’s past conventions

Complimentary Arrangements Comp Rooms Usually one room for every 50 room nights One suite for every 100 guestrooms Rooming lists should specify who will occupy them Other Concessions Complimentary cocktail parties Complimentary limo service Complimentary meeting space Offers vary among properties

Room Types and Release and Confirmation Dates Singles Doubles Twins Suites Release and Confirmation Dates Also called “cutoff dates” Usually 30 days before meeting Room block based on group history Adjust reservation records periodically Communicate regularly with planner

The Group’s Historical Performance Tips No-shows result in significant revenue loss Discuss no-show patterns with planner before releasing space Size of room block should be based on group history, not planner’s claims Hotel and planner should re-examine the block size on several intermediate dates and readjust the number if necessary Hotel should communicate regularly with planner and adjust room allotments along the way (continued)

The Group’s Historical Performance (continued) Researching a Group’s History Send standard letter of inquiry to previous host(s) Obtain planner’s feedback on meetings held between booking date and the event your property will host Attend group’s next meeting as observer (continued)

The Group’s Historical Performance (continued) Release Dates (Cutoff) The contract should specify a date when guestrooms will be confirmed or released back to the hotel Cutoff date is normally 30 days prior to convention start date After cutoff, rooms are accepted on a space-available basis Booking Pace Reports Weekly pick-up reports provided by hotel

Arrival/Departure Pattern Most conventions will have some early arrivals and early departures Major arrival/major departure should be indicated in the resume Extra staffing may be required A hospitality area may need to be set up for early check-ins

Problems with Guestroom Usage and Reservations No-Shows Usually the result of attendees making multiple reservations Combat with deposits, 30-day cutoffs, and guaranteed reservations Mitigated by walk-in business Resorts have little walk-in business (continued)

Problems with Guestroom Usage and Reservations (continued) Early Departures Answered with early departure fees Underdepartures Answered with offer of new contract or with eviction Overbooking “Walking” guests to other hotels Plan ahead for overbooking

Guestroom Attrition “Attrition” refers to under-performance If actual guestrooms used are significantly less than the rooms blocked, hotels may charge attrition fees Attrition fees are charged to the group, not the individual attendee Hotels typically allow for some slippage (20 percent) (continued)

Guestroom Attrition Booking Outside the Block (continued) Booking Outside the Block Attendees who book guestrooms at hotels other than those specified by the meeting planner, or book rooms within the specified hotels, but not as part of the convention group Room Audits To fight attrition, hotels have implemented room block auditing services

Check-In and Check-Out Procedures Check-In Procedures Preregistration Key packets made in advance Special receiving desks for large groups Check-Out Procedures Flexible check-out times Luggage waiting area

Applications of Information Technology Reservations One-time entry of data; permits preregistration by e-mail Registration and Room Assignments Preprinted registration cards given to delegates when they arrive, which they review and sign Check-in and check-out can be expedited through the use of self check-in, check-out terminals Courtesy of Fairmont Hotels & Resorts (continued)

Applications of Information Technology (continued) Check-Out and Billing Point-of-sale (POS) terminals Reports and Analysis Applications Data are often used to generate reports such as booking activity by market segment