KOFORIDUA TECHNICAL UNIVERSITY

FACULTY OF APPLIED SCIENCE AND TECHNOLOGY

DEPARTMENT OF HOSPITALITY MANAGEMENT

COURSE TITLE: GUEST SERVICE MANAGEMENT

AMANDA AMA FRIMPONG

B204210064
Question 1: Explain the categories or type of hotel ratings

One Star Hotels: Hotels in this classification are likely to be small and independently owned, with

a family atmosphere. Services may be provided by the owner and family on an informal basis.

There may be a limited range of facilities and meals may be fairly simple. Lunch, for example,

may not be served. Some bedrooms may not have en suite bath/shower rooms. Maintenance,

cleanliness and comfort should, however, always be of an acceptable standard.

Two Star Hotels: In this classification hotels will typically be small to medium sized and offer

more extensive facilities than at the one star level. Some business hotels come into the two star

classification and guests can expect comfortable, well equipped, overnight accommodation,

usually with an en-suite bath/shower room. Reception and other staff will aim for a more

professional presentation than at the one star level, and offer a wider range of straightforward

services, including food and drink.

Three Star Hotels: At this level, hotels are usually of a size to support higher staffing levels, and

a significantly greater quality and range of facilities than at the lower star classifications. Reception

and the other public rooms will be more spacious and the restaurant will normally also cater for

nonresidents. All bedrooms will have fully en suite bath and shower rooms and offer a good

standard of comfort and equipment, such as a hair dryer, direct dial telephone, toiletries in the

bathroom. Some room service can be expected, and some provision for business travelers.

Four Star Hotels: Expectations at this level include a degree of luxury as well as quality in the

furnishings, decor and equipment, in every area of the hotel. Bedrooms will also usually offer more

space than at the lower star levels, and well designed, coordinated furnishings and decor. The en-
suite bathrooms will have both bath and fixed shower. There will be a high enough ratio of staff

to guests to provide services like porterage, 24-hour room service, laundry and dry-cleaning. The

restaurant will demonstrate a serious approach to its cuisine.

Five Star Hotels: Here you should find spacious and luxurious accommodation throughout the

hotel, matching the best international standards. Interior design should impress with its quality and

attention to detail, comfort and elegance. Furnishings should be immaculate. Services should be

formal, well supervised and flawless in attention to guests' needs, without being intrusive. The

restaurant will demonstrate a high level of technical skill, producing dishes to the highest

international standards. Staff will be knowledgeable, helpful, well versed in all aspects of customer

care, combining efficiency with courtesy.

Heritage hotels: A recent addition to the hotel industry in the country, heritage hotels are

properties set in small forts, palaces or havelis. In a heritage hotel, a visitor is offered rooms that

have their own history, is served traditional cuisine, is entertained by folk artistes, get a glimpse

into the heritage hotels are further subdivided as follows:

Heritage- built between 1935 and 1950

Heritage classic – built between 1920 and 1935

Heritage grand – built prior to 1920

Question 2: Describe five categories in classification

1. Hotel Classification according to size

 SMALL SIZED HOTEL: less than 100 rooms

 MEDIUMSIZED HOTEL: between 100 to 299rooms

  LARGE SIZED HOTEL: between 300 to 599 rooms

 VER LARGE HOTEL: between 600 to 999 rooms

 MEGA: more than 1000 rooms

2. Hotel Classification by Locations and clientele

 Downtown Hotel: It is located in the heart of the city, generally within a walking

distance of the business centre, shopping areas, multiplexes, theatres, public buildings,

shopping malls, etc. Rates in these hotels are normally high due to their proximity of area

and because the investment made of the property is comparatively very high, computed

on these capital–intensive hotels are substantially high. Normally business clientele

prefers such hotels.

 Suburban Hotel: Located in the suburbs of the main city, it has the advantage of quieter

surroundings though it does not have the advantage of location. Rates quoted are

moderate to low. Such hotels are ideal for budget travelers and organizations who find

the quiet setting ideal for conferences, workshops, training sessions, seminars,

educational programmes, etc.

 Resort Hotel: This type of hotel is located in the hills or at beaches. It is mainly

patronized by vacationers. Basic facilities are provided and the rates offered are often on

American plan, i.e. Room and all meals included.

 Floatel: These types of hotels float on the water. A very common example is a cruise

liner. In India, houseboats (a peculiarity of Kashmir/Kerala) fall under this category.

 Airport Hotel: As the name suggests, these hotels are situated near the airport and are

ideal for transit guests who are in the city for only a few hours. It is not possible for them

to stay in a downtown hotel. Rates are on the European plan, i.e. Charges for room only.
  Motels: This term is derived from the phrase, “motor hotels”, which are located

principally on highways. They provide modest board and lodging to highway travelers.

The length of stay is usually overnight, thus rates quoted are on the European plan, i.e.

Room only.

3. Hotel Classification by Ownership

 Proprietary ownership: small properties are owned by one person & operated by his

family members whereas large properties are owned by international hotel chains like

Hyatt, J.W. Marriot As well as national chains like Cambay, Choice hotels .

 Timeshare: where the buyers can occupy the properties (of the company) for stipulated

days, every year for which they make onetime payment. For example. Club Mahindra

holiday, country club

 Management contract: there are entrepreneurs who have finance but do not have the

expertise to manage a hotel make a contract with the companies, which have such expertise.

For example. Hilton, Starwood hotels

 Franchise: the franchisor (who owns the trademark, product) allows the franchisee (who

gets the right to do the business under the franchisor’s name) to do the business which is

mutually beneficial to both. Ramada Inn, Best Western and so on.

4 .Hotel Classification by Length of Guest Stay

This categorization of hotels can be further divided into three subgroups:

 Transient Hotels: Transient hotels where a guest can stay for a day or even for few

hours (airport hotels could be termed thus);

 Residential Hotels: Residential hotels where guests stay for a minimum period of one

month the hotel signs a detailed lease with me customer;

  Semi Residential Hotels: Semi–residential hotels, which incorporate the features of both

transient and residential hotels.

5. Hotel Classification by Type of Clientele

We often hear in hotel parlance, terms such a group hotel, commercial or business hotel, family

hotel, this categorization is based on the type of patronage.

 Group Hotels: Group hotels cater to groups and thus their rates would be on American

plan (where the rate includes tariff, breakfast, lunch & dinner).

 Commercial Hotels: Commercial hotels cater to mostly businesspersons and are on

European plan (where the rate is for the accommodation only) or continental plan (where

the rate includes accommodation & the charges for breakfast).

 Family Hotel: A family hotel would be on American plan. Where all three meals

(breakfast, lunch, dinner) are included in the room rate. Such hotels are normally situated

in resort cities.

 Convention Hotel: The convention is a formal assembly of members for the acceptance

of certain practices. A conference is a meeting of common interest participants. Such hotels

need to be at least large as generally the outstation participants are accommodated in the

same hotel. Such hotels should have all the facilities like overhead projector, DVD player,

television as well should have banqueting facility to cater the participants.

Question 3: Compare and contrast the services and amenities of four star hotel and five star
hotel on the other hand
Answer:

Hotel is a commercial establishment offering lodging to travelers and sometimes to permanent

residents, and often having restaurants, meeting rooms, stores, etc., that are available to the general

public.

A four Star Hotel is a hotel that provides above-average, deluxe service and experience for the

guest. A four Star hotel has a larger range of facilities available and the design is high quality. All

service standards are aimed towards pleasing the guest. Examples of four star hotels are, Royal

Senchi, Accra Marriott Hotel, and Africa Regent Hotel etc.

Whilst Five-star hotels are properties that offer their guests the highest levels of luxury through

personalized services, a vast range of amenities, and sophisticated accommodations. Examples

include, Kempinski Hotel, Movenpick Ambassador, Labadi Beach Hotel and so on

Now the difference between four star and five star hotel are as follows,

FOUR STAR HOTEL FIVE STAR HOTEL

1. Amnesties: Four-star rooms consists of 1. while five star rooms have been

basics such as triple-sheeted beds, no less meticulously designed with attention to

than 10 types of hangers, and live plants. details

2. Service Delivery: Service is provided as 2. In five star hotels, your needs are

and when needed by the customer. They will anticipated in advance and delivered in time

provide prompt delivery upon asking by their to delight you.

customers
3. Customers may be treated individually or 3. Each customer is treated individually and

grouped together as one. For them all paying looked after as thus.

customers may usually equal the same

4. Amenities: Chocolate on pillow, 4. Thermostatically controlled showers,

swimming pool, built in bathroom to each permanent luxury suites, fitness rooms

room, Wi-Fi accessibility (payment extra), including personal headphones or televisions

maybe a fitness center, fridge and microwave and the latest magazines, additional facilities,

ovens in each room (optional), etc. such as secondary dining, leisure, business

center, spa, etc.

5. Facilities and Services: Services provided 5. Customary services such as valet parking,

by the hotel are ‘optional’, which means that concierge service, 24-hour reception, and 24-

they would usually charge extra for hour room service, etc.

providing these services

6. Price: Is less expensive compared to 5-star 6. Is more expensive compared to 4-star

7. Restaurants: Doesn’t need to offer a full- 7. Must have at least one restaurant open to

on lunch service, however this may be residents and non-residents for all meals

offered seven days a week

8. Technology: Are not required to offer up- 8. Must offer up-to-date technology such as

to-date technologies but usually have Wi-Fi Wi-Fi services, availability to computers, etc.

access or a computer rooms

9. Staff to guest ratio: Higher guest to staff 9. Higher staff to guest ratio

ratio
10. Details: Attention is provided to the large 10. A lot of attention is given to the details

details, soap and towels in each room or turn and each detail is treated with the utmost care,

down service is available for each client, etc. such as bed sheets, linen, color theme, flower

However, little details such as flower arrangement, etc.

arrangement or chocolate on each pillow

may be overlooked