1. HOTEL MANAGEMENT
The Guest Room

2. Contents Categorizing the guest room Guest Room Make Up
Key Control Systems
Review

3. Categorizing the Guest Room
Room Types
Room Configurations
Room Designations
Room Numbering
Room Status Reconciliation

4. Room Types Room types are based on the intended number of occupants
Standard type is based on one occupant – this is called single occupancy
Often single occupancy rooms have a lower rate than those with two guests in a room, called double occupancy rooms
Triple and quad occupancy rooms are for three and four guests respectively

5. Room Configurations
Room configurations characterise the physical make up of a guest room, therefore looking at differences in guest rooms within a particular hotel
Room configurations are an important aspect of how a hotel will determine the sleeping room rate
Offering guests an upgrade allows the hotel the potential for increased room revenue

6. Standard Configuration
The standard configuration is defined as the room configuration that makes up the majority of the sleeping rooms at a particular hotel
Some hotels refer to their standard configuration as the run of house (ROH)
The run of house rooms are understood to be the greatest number of available rooms
A new trend has standard rooms being referred to as “deluxe” or “superior” rooms which can be perceived as added value

8. Enhanced Configuration
The enhanced configuration is the next level up from the standard configuration
It is understood to include more amenities and services than the standard configuration
Sometimes called a “concierge” or “business level” room, these rooms carry a higher room rate than the standard configuration

9. Enhanced Configuration (Cont.)
The rooms offer everything the standard room do plus extra services/ amenities which may include
Upgraded soft goods
Upgraded hard goods
Upgraded amenities
Items targeted to the business traveller
Access to a private lounge

11. Suite Configuration
The suite configuration involves larger rooms (in terms of square footage)
By definition the suite must only be larger than the standard and may not include greater levels of service or amenities
Varying sizes of suites allow the hotel to charge higher rates for bigger rooms

13. Suite Configuration (Cont…)
Suites are identified by their size in relation to the standard configuration and the names may differ from hotel to hotel
An example of how the suite names may change respective to the room size is as follows
Jnr Suite
Corner Suite
Bi-level Suite
Hospitality Suite
Presidential Suite

16. Room Configurations and Target Markets
Room configurations remain constant amongst all hotel target markets
The standard configuration is the category of guest room that is the most prevalent at a specific hotel
All suite hotels have enhanced configurations and larger suites as well
Extended stay target market also uses the same philosophy

17. Disabled Access Configuration
Disabled access configurations include rooms that are equipped to make the overnight stay of the disabled guest more pleasant and may include:
Raised beds
Wider doorways
Telecommunication Devices
Voice activated dialing
Clocks with larger, brighter numbers
Closed caption televisions
Elevated toilets

18. Disabled Access Configuration (Cont…)
Disabled configuration equipment continued..
Bathrooms equipped with metal handrails
Roll in showers
Visual alert smoke detectors, door knocks, telephones and alarm clocks

19. Room Designations
The final remaining identifier for room categories is the room designation which identifies whether it is a smoking or nonsmoking room
In the early 1980’s hotels began to convert a portion of their sleeping rooms to permanently nonsmoking rooms
Many hotels particularly in North America are now 100% non smoking

20. Guestroom Preferences
Room type, configuration and designation all come together to create the specific room a hotel guest may seek
Single
Double
Triple
Quad
Room Type +
Room Configuration
Room Designation =
Guestroom Preferences
Standard
Enhanced Suite
Disables Access
Smoking
Nonsmoking

21. Room Numbering
Assigning guest room numbers is the identification method hotels have used for most of history
Typically, odd numbers are on one side of the floor, even numbers on the other
Whatever pattern is begun with the initial guest rooms floor, it is carried on throughout the remainder of the floors

22. Sequential Room Numbering
1st Floor Guest Room Corridor

23. Room Status Reconciliation
Room status reconciliation is defined as ensuring that rooms are properly designated by their current status and assigned a new status as it changes
Both housekeeping and the front desk maintain room status
Rooms status categories/designations are groups by the guest room’s
State of Occupancy
State of cleanliness
State of exception

24. State of Occupancy
Occupied – applies to a room that has been assigned to a guest and that guest has checked in
Vacant – the guest has checked out of the room
Ready – the room is available for new occupancy

25. State of Cleanliness & Exception
State of Cleanliness has two categories:
Dirty – room has not been cleaned by housekeeping
Clean – room has been cleaned but not yet verified as clean
State of Exception – room was removed from inventory for a specific reason (e.g. repairs or renovation)

26. Room Status Codes
Room Status Cycle
Figure 4-13

27. Guest Room Makeup
The product for sale is a place to sleep, so all guest rooms have a bed of some kind and the other universal items in a guest room are phone, television and a bath
Hotels are given industry ratings based in part on the makeup of their guest rooms and what is inside them
The standard configuration of every hotel room always contains the universal items

28. Standard Configuration Items
In-room work stations
Pull out sofa beds or Murphy beds
One or more night stands
Vanity areas
Coffee makers
Irons and ironing boards
In-room safes
Closet/dresser
Blackout drapes
Clock radio or alarm
Hotel collateral
Selection of local directories
Phones with message lights
Several chains offer retrieval of written messages on a CCTV channel
In-room movies
Video games may be available
Data ports
Glasses and ice bucket
Mini bar
Complimentary newspapers

29. Key Control Systems
Key control systems are used to ensure guest safety by changing the access to a guest room between guests
Key control systems evolved into systems that were easy to replace with key cards
These key cards are reprogrammed for each new guest and if the card is lost it can be erased easily
Lost key cards pose no security risk as there is no room number printed on them