Accommodation Sector: Your Home Away From Home

Hey everyone! Ever wondered what goes on behind the shiny doors of a big hotel? How do they know which room is clean? Who are all the different people staying there? And what does everyone who works there actually do? Well, you're in the right place!

This chapter is your all-access pass to the Accommodation Sector. We'll explore everything from the different types of hotels and rooms to the secret codes staff use and the step-by-step journey of a guest. This is a super important part of the hospitality industry, so let's check in and get started!


1. What is Accommodation? Types and Classifications

First things first, "accommodation" is just a fancy word for a place where travellers can stay. While there are many types (like guesthouses, hostels, and motels), we're going to focus mainly on hotels.

Classification of Hotels

Hotels can be classified in many ways, but a common way is by their service level, location, and target market. Think of it like choosing a restaurant – sometimes you want fast food, sometimes you want a fancy dinner!

  • Luxury Hotels: These are the best of the best! They offer top-quality service, beautiful rooms, and lots of facilities like spas, fine-dining restaurants, and pools. Examples in Hong Kong: The Peninsula, Four Seasons Hotel.
  • Mid-range Hotels: These offer good quality service and comfort but with fewer fancy extras than luxury hotels. They are perfect for families and most business travellers. Examples: Hyatt Regency, Marriott.
  • Budget / Economy Hotels: These provide clean, comfortable, and basic accommodation with limited services. They are great for travellers who want to save money. Examples: Holiday Inn Express, Ibis.
  • Resort Hotels: Located in beautiful places like beaches or mountains, these hotels are destinations themselves. They focus on relaxation and recreation, offering lots of activities.
  • Airport Hotels: Located near airports, these are super convenient for travellers with early morning flights or long layovers.
  • City / Commercial Hotels: Found in the heart of cities, these cater mainly to business travellers but are also great for tourists who want to be in the middle of the action.
Key Takeaways

Hotels are classified based on factors like service level, price, and location. There's a type of hotel for every kind of traveller and every budget, from ultra-luxury to simple and clean.


2. The Hotel Product: What Do They Actually Sell?

A hotel's main "product" is its rooms, but it's more than just a bed! It's an experience that includes service, safety, and comfort. Let's break down the two main parts of this product: the rooms and their prices (rates).

(A) Types of Hotel Rooms

Just like phones have different models, hotels have different types of rooms.

  • Single Room: A room for one person, with one single bed.
  • Double Room: A room for two people, with one double bed.
  • Twin Room: A room for two people, with two separate single beds.
  • Suite: A much larger room that includes a separate living/seating area in addition to the bedroom. It’s the "pro max" version of a hotel room!
  • Connecting Rooms: Two separate rooms with a private door connecting them from the inside. Great for families!
(B) Types of Room Rates

Why does the same room have different prices? Because hotels offer different rates to attract different types of guests.

  • Rack Rate: This is the official, standard price of a hotel room without any discounts. Think of it as the "sticker price" on a car.
  • Corporate Rate: A special discounted rate offered to companies that use the hotel frequently.
  • Group Rate: A discounted rate offered to a large group booking many rooms at once, like for a wedding or a tour group.
  • Promotional Rate: Special rates offered during certain times to attract more guests, like a "summer sale" or a "book early" discount.
Key Takeaways

The hotel product is a combination of the physical room (single, double, suite) and its price, or rate. Hotels use different rates to sell as many rooms as possible to different customer segments.


3. Who Stays in Hotels? Meet the Guests!

Hotels welcome all sorts of people. Understanding the different types of guests helps hotels provide the best possible service for their specific needs.

  • Leisure Travellers: People travelling for fun, holidays, or to relax. They are often interested in sightseeing, dining, and hotel facilities like the pool.
  • Corporate / Business Travellers: People travelling for work, like meetings or conferences. They need things like good Wi-Fi, a work desk, and quick check-in/check-out.
  • FITs (Free Independent Travellers): These guests plan and book their trips by themselves, not with a tour group. They are independent and like to explore on their own.
  • GITs (Group Inclusive Tours): These are the opposite of FITs. They travel as part of a pre-arranged tour package that includes accommodation, transport, and sometimes meals.
  • Conference Participants: Guests who are staying at the hotel to attend a meeting, convention, or exhibition being held there.
  • VIPs (Very Important Persons): These guests, like celebrities, high-level executives, or government officials, receive special attention and extra amenities.
  • Incognito: A type of VIP who wishes to stay at the hotel without anyone knowing they are there. The hotel staff must be extremely discreet and protect their privacy.
Key Takeaways

Guests can be broadly categorised as travelling for leisure or business. Hotels cater to different needs, whether it's for a solo business traveller (FIT) or a large tour group (GIT).


4. From Booking to Bye-Bye: The Four Phases of the Guest Cycle

The guest cycle is the journey a guest takes with a hotel, from the moment they think about booking to the moment they leave. It's a simple 4-step process. Let's follow a guest, Alex, on his journey.

Phase 1: Pre-Arrival (The Planning Stage)

This is everything that happens before the guest arrives.
- Alex looks up hotels online and chooses one.
- He makes a reservation by phone or website.
- The hotel creates a booking record with his details, room type, and arrival date.

Phase 2: Arrival (The Welcome!)

This is when the guest physically arrives at the hotel.
- Alex walks into the lobby.
- He goes through the registration (check-in) process at the front desk.
- The hotel confirms his details, assigns him a specific room, and gives him a room key.

Phase 3: Occupancy (The Stay)

This is the main part of the journey, when the guest is staying at the hotel.
- Alex stays in his room, uses the Wi-Fi, and orders room service.
- Every service he uses (like laundry or a restaurant meal) is recorded and added to his bill (this is called posting charges).
- The front desk is the main point of contact for any guest requests during this time.

Phase 4: Departure (The Farewell)

This is the final phase when the guest leaves.
- Alex packs his bags and goes to the front desk.
- He goes through the check-out process.
- The front desk presents him with his final bill. Alex verifies the charges and settles the bill (bill settlement).
- He returns his key and the hotel wishes him a safe journey.

Did you know? A common guest request during the occupancy phase is for an extra pillow or towel. It's the simple things that make a stay comfortable!

Key Takeaways

The guest cycle has four clear phases: Pre-Arrival (booking), Arrival (check-in), Occupancy (the stay), and Departure (check-out). Each phase involves specific tasks and interactions between the guest and the hotel staff.


5. Who Owns the Hotel? Ownership and Management Models

Not all hotels with big brand names are actually owned by those brands! There are three main ways a hotel can be owned and managed.

(A) Independently Owned and Operated

What it is: A person or family owns the hotel and runs it themselves. They make all the decisions.
Analogy: It's like a local family-owned 'cha chaan teng'. The boss owns the shop and also manages it every day.
Advantage: Full freedom and control.
Disadvantage: No support from a big brand; marketing can be difficult.

(B) Management Contracts

What it is: An owner has the hotel building, but they hire a professional hotel company (like Marriott or Hyatt) to manage it for them. The hotel company brings its brand name, staff, and expertise. The owner pays the management company a fee.
Analogy: You own an apartment, but you hire a professional real estate company to rent it out and manage it for you.
Advantages for Owner: Professional management, well-known brand name.
Disadvantages for Owner: Less control, must pay management fees.

(C) Franchising

What it is: An individual (the franchisee) buys the right to use a well-known hotel brand's name, logo, and business system (from the franchisor). The owner runs the hotel themselves but must follow the brand's strict rules and standards.
Analogy: It's like opening a McDonald's. You own and operate the restaurant, but it must look and operate exactly like every other McDonald's.
Advantages for Owner: Instant brand recognition, access to a global reservation system.
Disadvantages for Owner: Must follow strict rules, pay franchise fees.

Key Takeaways

The three main models are Independent (do it yourself), Management Contract (hire a pro to do it for you), and Franchise (buy the brand name and rulebook). Many big-name hotels you see are actually franchises or are managed under contract.


6. The Hotel Dream Team: Departments and Leaders

Running a hotel is a huge team effort! Many departments work together behind the scenes. At the top, you have the key leaders who make sure everything runs smoothly.

Major Hotel Departments
  • Rooms Division: The heart of the hotel! Includes Front Office and Housekeeping. Manages everything related to guest rooms.
  • Food and Beverage (F&B) Division: Manages all the hotel's restaurants, bars, room service, and banquet events.
  • Sales and Marketing: Their job is to sell hotel rooms and services to groups and individuals. They create promotions and advertisements.
  • Human Resources: Hires, trains, and manages all the hotel employees.
  • Accounting: Manages all the money – from guest bills to paying salaries and suppliers.
  • Engineering: Keeps the hotel running! They fix everything from air conditioning to leaky taps.
Key Executives: The Big Bosses
  • General Manager (GM): The head of the entire hotel. The GM is responsible for everything and everyone, from guest satisfaction to the hotel's profitability. Analogy: The school principal.
  • Resident Manager (RM): The second-in-command. The RM often focuses on the day-to-day operations, especially the Rooms Division, and takes charge when the GM is away. Analogy: The school vice-principal.

7. The Nerve Centre: Front Office Operations

The Front Office is the communication hub of the hotel. It's usually the first and last place a guest interacts with. Its main function is to sell rooms and create a positive relationship with guests.

Key Positions and Their Duties
  • Front Office Manager: Leads the entire Front Office team.
  • Reservations Clerk: Takes bookings for rooms over the phone or via email.
  • Receptionist (Front Desk Agent): Checks guests in and out, answers questions, and handles guest requests. They are the "face" of the hotel.
  • Telephone Operator: Manages the hotel's switchboard, directing calls to guest rooms and different departments.
  • Concierge: The local expert! They help guests with things outside the hotel, like booking restaurant reservations, theatre tickets, or arranging transport.
Main Duties of the Front Desk

Don't worry, these processes are very logical!

1. Registration (Check-in) Procedure:

  1. Welcome the guest.
  2. Confirm the reservation details.
  3. Ask for guest identification and a credit card for payment guarantee.
  4. Have the guest sign a registration form.
  5. Assign a room and provide the key.
  6. Explain hotel facilities and wish the guest a pleasant stay.

2. Check-out Procedure:

  1. Greet the guest and ask for their room number.
  2. Check the computer system for any last-minute charges (like from the minibar).
  3. Print the final bill and present it to the guest for review.
  4. Process the payment (credit card, cash, etc.).
  5. Ask about their stay to get feedback.
  6. Thank the guest and wish them a safe journey.

3. Handling Overbooking:

Overbooking means the hotel has confirmed more reservations than the number of rooms it has available. Hotels do this because they know from experience that some guests won't show up (these are called "no-shows"). Sometimes, however, everyone shows up! This is a difficult situation.

What to do (The "Walking" Procedure):

  1. Apologise sincerely to the guest.
  2. Explain the situation calmly and professionally.
  3. Arrange for accommodation at a nearby hotel of the same or better standard. This is called "walking" the guest.
  4. Pay for the first night's stay at the other hotel.
  5. Pay for the guest's transportation to the other hotel.
  6. Offer to move the guest back the next day if a room becomes available.
Key Takeaways

The Front Office is the guest's main point of contact. They handle crucial tasks like check-in, check-out, and difficult situations like overbooking. Their relationship with other departments, especially Housekeeping, is vital for smooth operations.


8. The Unsung Heroes: Housekeeping Operations

If the Front Office is the "face" of the hotel, the Housekeeping Department is its heart. Their main job is to ensure that all areas of the hotel – guest rooms, lobbies, restaurants – are clean, tidy, and safe. A clean hotel is the most basic expectation of any guest!

Key Positions and Their Duties
  • Executive Housekeeper: The manager in charge of the entire department.
  • Floor Supervisor: Checks the work of the room attendants on several floors to ensure rooms are perfectly clean and ready.
  • Public Area Supervisor: Manages the team that cleans all public spaces like the lobby, elevators, and restaurants.
  • Room Attendant: The person who cleans and services the guest rooms every day. This is one of the most physically demanding and important jobs in the hotel.
Room Status Codes: The Secret Language!

How does the Front Desk know if a room is ready for a new guest? They use a special code system shared with Housekeeping. This is super important for efficiency!

Think of it like traffic lights: Green means go (ready to sell), Red means stop (not ready).

  • VC / VR = Vacant Clean / Vacant Ready (The best status! The room is empty, clean, and ready for a new guest).
  • VD = Vacant Dirty (The previous guest has checked out, but the room needs to be cleaned).
  • OC = Occupied Clean (A guest is staying in the room, and it has already been serviced today).
  • OD = Occupied Dirty (A guest is staying in the room, but it needs to be serviced today).
  • OOO = Out of Order (The room cannot be sold because something is broken, like the air conditioning or a leaky pipe).
  • DND = Do Not Disturb (The guest has put the DND sign on their door and does not want to be disturbed by any staff).
  • NNS = No Need Services (The guest has informed the hotel that they do not require housekeeping service for the day).
Security is Everyone's Job

Housekeeping plays a big role in keeping guests and their belongings safe.

  • Guest Valuables: Always encourage guests to use the in-room safe. If an item is found, it must be reported and handed to a supervisor immediately.
  • Keys: Room keys (and master keys for staff) must be kept secure at all times. Never leave a master key unattended.
  • Suspicious Persons: Staff are trained to look out for anyone who seems to be in an area they shouldn't be (like wandering guest hallways). They should report this to security, not confront the person themselves.
  • Lost and Found: All items left behind by guests must be recorded, labelled, and stored securely. The hotel will try to contact the guest to return their item.
Key Takeaways

Housekeeping's main goal is cleanliness and safety. They work closely with the Front Office, using room status codes to communicate efficiently. They also play a vital role in hotel security, handling keys and lost items carefully.