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Lecture 8

HA 210 Lecture 8: HA210 Chapter 8 – Notes

Hospitality Administration
Course Code
HA 210

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HA210 Chapter 8 Notes
Greeted on Arrival
A moment of truth (exhibit 8-1)
a. On arrival, the guest sees the hotel for the first time (first impressions do matter)
The Valet Parking Attendant
a. Greets the guest, parks the car, and gives key back to guest
b. Brings the car from the parking lot whenever the guest needs it
c. Seen in upscale hotels or where parking is a problem
d. May be contracted out to a specialized parking company
e. Fees charged for this service provide revenues to the hotel and to cover costs of
parking lot and insurance
f. Valet is compensated largely with tips
The Doorperson
a. Seen in luxury properties
b. Opens the door, helps guest unload baggage from car, calls taxi for guest, gives
directions etc.
Two types of guests
a. With prior reservation
b. Without prior reservation
Handling guests with reservation
a. Register the guest and assign a room if available
b. Even if reservation is not found, assign room if available (No need to tell guest
that we cannot find their reservation)
c. If sold out, then “walk” the guest
Handling guests without reservations
a. Get details of room requirements dates, room type, etc.
b. Assign room if available for duration of stay, decline if not
Guest Registration
Walk-in Guests
a. Come to the hotel needing a room without a reservation
Registered, Not Assigned (RNA)
a. Arrivals for whom we have a vacated room, but that room is not ready yet (room
is known as ‘on charge’)
b. Happens when hotel is very busy with many conventions
c. Guest assigned a specific room and may be allowed to bill charges to that room
d. May be assigned another room temporarily if guest insists
Early check-in policies
a. Check in time is 1:00 pm but guest arrives at 7:00 am
b. Room is given, but guest is charged for “previous day”
Waiting Lines
Long lines = poor service
a. People have less patience today in the ‘instant’ society
b. If made to wait, guests assume hotel is incompetent
Principles of Waiting
a. Unoccupied time goes slower than occupied time
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