Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

Responsibilities as a Hospitality Operator to Guests

No description
by

Marie Inoue

on 28 February 2014

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of Responsibilities as a Hospitality Operator to Guests

OVERSTAY
Responsibilities as a Hospitality Operator to Guests

Accommodating Guests
Guests are the LIFEBLOOD of any hospitality organization.

Guests are so important that management’s role could be defined simply as the ability to develop and retain a viable customer base.

SUCCESS
PROFITABILITY
Impossible
Without it,
and
is
A customer who lawfully utilizes a facility’s food, beverage, lodging, or entertainment services.

GUEST
Guest
Transient
A customer who rents real property for a relatively short period of time .

Anyone, including a corporation, who rents real property for an extended period of time with the intent of establishing a permanent occupation or residency.

Tenant
ADMITTING GUESTS

PUBLIC ACCOMMODATION
A facility that provides entertainment, rooms, space, or seating for the use and benefit of the general public.

SEGREGATE

To separate a group or individual on any basis but specially by race, color, religion, or national origin.
Denying Admission to Guests

1. The individual cannot show the ability to pay for services provided.

2. The individual has a readily communicable disease.

3. The individual wishes to enter the facility with an item that is prohibited.

4. The individual is intoxicated.

5. The individual presents a threat to employees or other guests.

6. The individual does not seek to become a guest.

7. The individual is too young.
8. The facility is full.

Guest Privacy
The hotel operator is allowed to enter the room for:

- routine maintenance
- cleaning
- emergency services

GUEST’S EXPECTATION OF PRIVACY should always be respected even when routine intrusions become necessary.

A guest has the right to expect that no unauthorized third party will be allowed to enter his or her guestroom.
Guest Privacy
- is a matter not to be taken lightly in the hospitality industry

responsibility to operate the facility:

- properly

- safely

Facility Maintenance

Safe facility is a combination of:
- A well maintained physical plant
- Effective operating policies and procedures

Swimming pools

Spas

Workout areas

Important Areas in Hotel Liability:
- Owners
- Managers
- Employees
- Vendors
- A guest’s own invited guests

Nonguest:
People can come in for a variety of reasons, not all of which are for the purpose of becoming a guest.

An individual could enter a hospitality facility to:
- visit a friend
- ask for directions
- use the restroom
- use the telephone
- commit a crime

Three distinct types of non-guests:

- GUESTS OF GUESTS
- INVITEES
- TRESPASSERS

Guests of Guests

Most guest expect, and most hotels allow, GUESTS OF GUESTS to enjoy many of the privileges enjoyed by the guest.

If they are on the premises in accordance with hotel policy, should be treated in the same manner as a guest.

They should be provided with a SAFE and SECURE FACILITY.

- An individual who is on a property at the expressed or implied consent of the owner.

An invitee enters a property because:
- he or she has been expressly invited by the owner
- his or her intent is to utilize the property in some manner permitted by law and the property’s ownership

Invitees include:
- employees
- managers
- contractors
- vendors
- individuals

INVITEES
Some cases of trespass can be more complex, and operators should be very careful to make a distinction between a trespasser and a wandering guest.

A facility can expect that guests, if allowed may wander into restricted areas. When they do, they will, in most cases, still be considered guest.

TRESPASSERS
- Lack of Payment
- Inappropriate Conduct
- Overstays
- Accident, Illness, or Death

Removal of Guests
- removal of a tenant from rental property by a laws enforcement officer. An eviction is the result of a landlord filing and winning a special lawsuit known as an “unlawful detainer.”

EVICTION
- Ordinarily loud
- Abusive
- Threatening to others

Inappropriate Conduct:
- A guest who refuses to vacate his or her
room when he or she has exceeded the number
of nights originally agreed to at check-in

ACCIDENT, ILLNESS, OR DEATH
A guest stricken w/ severe illness

Death of a guest

traumatic experience

The priority should be:

TO MAINTAIN THE DIGNITY OF THE GUEST WHILE PROVIDING THE MEDICAL ATTENTION APPROPRIATE FOR THE SITUATION

If an emergency calls for the removal of guest, EXTREME CARE should be taken.
Full transcript