Accommodation Operations and Management

Situation 1

A VIP kept asking the front desk to change his rooms several times in one (1) single day.

Possible Consequences

 Frequent room changes within a single day can create issues with room availability, as it's
impossible to control the reservations of guests who have already booked in advance. As a
result, rooms cannot be guaranteed to be available at the exact time they are requested.
 Frequent room changes within a single day can cause confusion and added stress for the
housekeeping staff, as they have specific schedules and standards to follow for cleaning.
Adjusting to sudden room changes disrupts their allotted time for maintaining cleanliness and
adhering to hotel policies.
 Frequent room changes within a single day can lead to delays and system errors, as handling
room bookings, particularly those involving payments, is not a straightforward process. The front
desk staff must repeatedly adjust and modify the reservations, especially if a VIP requests
multiple rooms in one day. Additionally, hotels have specific room policies that must be adhered
to.

Recommended Solutions

 If a VIP guest wishes to have multiple rooms in a single day, they should book and reserve the
desired rooms in advance. This ensures that everyone is prepared, and all relevant information is
properly entered into the system, allowing for a smoother process.
 Ask the VIP guest why they want to switch rooms multiple times in one day to better understand
their preferences. This way, the hotel can identify the room that best suits their tastes and
provides the ideal environment for their stay, ensuring a more comfortable and seamless
experience.
 Inform the VIP guest about the hotel's room policies, which might encourage them to limit their
stay to one or two preferred rooms. This helps the staff better prepare for their accommodation
and ensures smoother service, allowing employees to focus on providing the best possible
experience for the VIP guest.

Situation 2

A guest found out that the room she had just checked into had no signs of cleaning by a room attendant.

Possible Consequences

 Discomfort and dissatisfaction

A guest's initial reaction is likely to be discomfort and reluctance if the room is disorderly or
unclean. Such conditions can negatively impact their perception of the hotel and potentially
spoil their overall experience.
 Accommodation Operations and Management

 Health and Hygiene Concerns

The guest may worry about the room's hygiene, raising concerns about bacteria, allergens, or
pathogens that could pose health risks. This can lead to anxiety about their safety and overall
comfort during their stay.
 Loss of Trust and Confidence
A guest may lose confidence in the hotel’s housekeeping standards if they encounter an unclean
room upon arrival. This can significantly impact their perception of the hotel and its services,
potentially leaving a lasting negative impression.

Recommended Solutions

 The first step is to apologize to the guest for the issue and reassure them that it will be resolved
promptly. It’s important to express empathy and understanding towards their concerns,
acknowledging the impact the situation has had on their experience.
 Offer guests a new room that is well-appointed and thoroughly inspected, ensuring that it meets
or exceeds the quality of their original booking. This helps to address their concerns and
enhance their overall experience.
 Promptly assign a housekeeping team to inspect and address any issues in the guest's original
room. Ensure that all areas are thoroughly cleaned, sanitized, and restocked with necessary
items to restore the room to a high standard.
 While repairs are underway, have inspectors assess the room for safety and security issues,
including broken doors or damaged equipment. Address and resolve any identified problems to
ensure the room meets safety standards and provides a secure environment for guests.
 After resolving the situation, investigate the reasons behind the initial cleaning oversight. This
may involve reviewing housekeeping policies, evaluating staff training procedures, and
identifying any communication breakdowns. Implement measures to prevent similar incidents in
the future, ensuring that standards are consistently met.
 After the guests have settled into their new room, follow up with them to confirm their
satisfaction with the solution. Inquire if they have any additional needs or concerns,
demonstrating a commitment to their comfort and ensuring a positive experience during their
stay.

Situation 3

Too many walk-ins (guests with no reservations) requested rooms at 1:30 p.m., and insufficient clean
rooms are available.

Possible Consequences

 Dissatisfied Guests
 Accommodation Operations and Management

All the Guests who are unable to get

a room may become frustrated and dissatisfied with the hotel. This negative experience can lead
to negative reviews, decreased customer loyalty, and potential loss of future business.
 Poor Customer Service

Hotel employees may struggle to handle the influx of guests and manage their expectations,
resulting in a decline in the quality of customer service. Longer wait times, confusion, and
unaddressed concerns can create a negative impression among guests.
 Reputation Damage
A hotel with a reputation or a record for not having enough clean rooms available can suffer
reputational damage. Negative word-of-mouth, online reviews, and social media posts can harm
the hotel's image, making it less attractive to potential guests.
 Lost Revenue
Inability for them to accommodate walk-in guests or guests without reservations can lead to lost
revenue opportunities. Potential bookings and on-the-spot payments from these guests are
missed, impacting the hotel's financial performance.
 Strained Staff
Insufficient clean rooms can put pressure on the housekeeping staff, leading to increased
workload and potential burnout. This can negatively affect staff morale, productivity, and job
satisfaction.
 Negative Online Reviews
Unsatisfied guests who are unable to secure a room may express their disappointment through
negative online reviews. This can significantly impact the hotel's online reputation, leading to
decreased trust and bookings.
 Potential loss of Group Bookings
If the hotel fails to accommodate walk-in guests or guests without reservations, it may lead to
loss of group bookings and events. Event organizers could lose trust in the hotel's ability to fulfill
their requirements and seek alternatives.

Recommended Solutions

 Streamline Housekeeping Processes

Established housekeeping operations by implementing efficient cleaning schedules and
leveraging technology to manage room turnovers effectively.
 Utilize Mobile Check-in and Check-out
Offer your guests an option to check-in and check-out using a mobile app. This can streamline
front desk operations, reduce waiting times, and facilitate better room management.
 Enhance Communication Channels
Elevate your communication between different hotel departments, particularly between
housekeeping and the front desk. This ensures consistent updates on room availability and
status.
 Partner with Nearby Hotels
Established partnerships with neighboring hotels to accommodate guests temporarily in case of
unexpected circumstances or when all rooms are occupied so that you could lessen a negative
 Accommodation Operations and Management

feedbacks and disappointment from

the guests.

 Regularly Review Room Management Processes

You must Conduct periodic evaluations of your room management procedures to identify any
inefficiencies or areas for improvement.
 Improve Customer Communication
Keep your guests informed about their reservation status, room availability, and any potential
delays or issues through automated notifications via sending an email or text messages.

Situation 4

A guest informed the front desk clerk that they do not have a ‘Do Not Disturb’ hangtag in them room. He
requested that housekeeping not perform room makeup as they wish not to be disturbed. The front desk
clerk forgot to update the room status report and could not update housekeeping accordingly.

Possible Consequences

 Miscommunication
An outdated room status report could lead to a miscommunication between the front desk and
the housekeeping since there is an error in their service.
 Guest/Customer Discomfort
Guest’s unconditional preference for privacy may be affected by their dissatisfaction in case they
find the housekeepers in the room despite having clearly communicated and requested their
wish not to be disturbed.
 Resource Wastage
If housekeeping tries to clean the room, that will cost time and energy that can be used
effectively elsewhere.

Recommended Solutions

 Immediate and Clear Communication

Housekeeping staff should be informed as soon as possible verbally and/or in writing by the
front desk clerk about the guest’s request. By doing so, it will inform the housekeeping on the
particular specification required and avoid problems.
 Update Room Status
The front-desk clerk must immediately update the room status report, noting the “DO NOT
DISTURB” order without delay.
 Proper Training and Procedure
The establishment should make sure that all the employees especially of sales and housekeeping
departments get professional training on how to handle such requests. Put in place, distinct
measures, on ‘Do not disturb’ cases.
 Accommodation Operations and Management

 Cross-Department Communication
Encourage frequent discussions between the front office and housekeeping departments in
order to avoid miscommunication and other problems. The establishment may set up daily
meetings to practice and improve great relationship between the two departments.

 Double-Check
Have a verification process with which the housekeeping will confirm the room status prior to
visiting it and avoid overlooking.
 Guest Education
Inform guests on “how to ask for DND” and “indicating DND preference at check-in”. This may
include the application of the room-specific indicators when there exists a room specific
hangtag.
 Technology Investment
Technology enabling real-time status updates on rooms should be invested in. Some of these
advanced hotels use mobile apps and keycards that can help housekeeping to know of the
guest's particular preference.