Starting the report
Hola!
Hotel Sol Lanzarote is a part of Melia hotels chain, and it is one of the family friendly resorts. Melia hotels includes various different types of hotels, which are separated into different brands. Brands are called: Gran Melia, ME, Paradisus, Melia, INNSIDE, TRYP, Sol Hotels, and Club Melia. All the brands are unique and different, and for example Gran Melia hotels are discribed to be ”Traditional luxury with avant-garde style”, on Melia´s official webpages.
Melia´s goal is to satisfy all its customers; even the most demanding ones, and therefore it has all those different brands, and all of them designed for different customer segments. Gran Melia is the finest hotel in Melia chain, when Sol Hotels (like Sol Hotel Lanzarote), are discribed as ”Resort hotels where one can enjoy holiday in top tourist destinations like the Mediterranean, the Caribbean and the Canary Islands”. And as well according to that the Sol hotels slogan is ”Vive la vida”, which means more or less ”Life the live”. Sol Hotels are meant for everyone: families, couples, friends and children. Sol Hotels offers also endless activities during the day and night-time. Sol Hotels have its own entertainment group, which consists of trainees and employyes. During the day the entertainmet group has various activities for children and adults. For children there is a miniclub, which is executed by two employees. Children can do games and play with other at their same age in supervised condition. For adults there is games as well, like tabletennis or volleyball.
Sol Hotel Lanzarote, where I am completing my first practical training period, is part of Sol Hotels, and therefore it is like above mentioned one. In Sol Lanzarote there is many departments for training; reservation, reception, abministration, quality, entertainment, restaurant and housekeeping. I complete mine in reservation and reception area. My tasks include making reservations in the computer and all the typical tasks in the reception area. When making reservations the process flow usually starts when the customer makes a reservation on one of the travel agencies webpages. The next step is when the travel agency gets the reservation, and sends it forward to the hotel. Third step is when the hotel sees that the reservation has come to the reservation department´s e-mail. Then person working with the reservations prints it and transfers all the information to the computer by using hotel management program (SIHOT). Fourth step happens when the nightworker moves all the done reports to the reception area, so that they keep there safe and receptionists can use them. Fifth step is when the customer arrives to the hotel and do check-in in the reception. Usually after the customer has done the check-out, the reservations goes to the administration and there the invoices are made to the travel agencies. In some cases the customer can change his/her travel plans and for example change the dates of staying, and then also the reservations has to be changed for invoicing probably.
Customers can also book the room directly from hotel´s webpages, coming to the hotel or just by calling. When there is no travel agency used, the invoice goes straight to the customer. In most cases, travel agencies are used, and they are easy way to book the room and flights together with good price. Travel agencies gets money from the hotel according to the contract and how much they have sold the rooms. Sol Lanzarote uses many different agencies, and just to mention a few; Thalasso, Soltour, Alpharooms, Thomas Cook, Jet2Holidays, Hotels4U and Travelplan. Hotel has also its own customer segments which are separated according to nationality. First one is the spanish customers, who usually come from the mainland. Second one is the U.K, then comes french, italian and german people. Also Nordic people has its own price category. These categories are made because they all have different price level. For example, spanish people´s first child under 12 years old comes always free.
In the summer the main customer base are english and spanish people. In the winter time there is lots of people from Nordic countries.
(Kirjoitin englanniksi ton, koska en ole tottunut kirjoittamaan suomeksi raporttimaista tekstia). 🙂
Ja teksti on viela aikamoista hakemista, mutta muokkailen kuntoon sitten viralliseen raporttiin.
Sonja
