Relationships with Guests & Other Patrons Flashcards
What duties does an innkeeper owe to patrons?
Duties vary depending on whether the patron qualifies as a guest. Not everyone using hotel facilities is a legal guest; they may be shoppers, restaurant customers, event-goers, tenants, or trespassers.
What intentions are necessary to qualify someone as a guest?
The person intends to use the hotel’s accommodations, and the hotel intends to provide a room temporarily.
Name some situations where a person qualifies as a guest.
.
- Registers for a room.
- Intends to register and leaves luggage with a bellhop.
- Uses a hotel courtesy van and intends to register.
- Arrives a day early, leaves luggage with the bellhop, and intends to register.
- A regular guest without a reservation who intends to stay
When does the innkeeper-guest relationship terminate?
- Contracted time expires.
- Bill is unpaid.
- Proper notice is given to vacate.
- Reasonable time passes after check-out.
Does illegal activity affect someone’s status as a guest?
No, unless the illegality directly causes an injury involved in a lawsuit.
What distinguishes a guest from a tenant?
- Length of stay: tenants stay longer.
- Proprietor’s right to enter: greater for guests.
- Room rates: calculated daily/weekly for guests, monthly for - tenants.
- Facilities: tenants usually have kitchen facilities.
How has liability for guests’ property changed over time?
Common law imposed unlimited liability; most states now have limiting statutes.
What types of property do guests typically bring to hotels?
Money, jewelry, electronics, clothing, sports equipment, cars, etc.
Who is the easiest-to-identify guest?
Someone registered for a room on a temporary basis.
What should a hotel do to qualify under limiting liability statutes?
- Provide secure, 24-hour safes.
- Post conspicuous notices about safe availability and limited liability.
- Train employees on safe operation
What are some rights of innkeepers?
- Assign or switch rooms.
- Refuse accommodations for valid reasons (e.g., inability to pay, disorderly behavior, contagious disease).
How can hotels minimize property theft?
- Limit access to safes and maintain key control.
- Train staff to follow procedures for checkrooms and parking.
- Use security devices in checkrooms.
- Screen valet staff and maintain proper insurance.
Why is the legal definition of a “guest” significant?
It determines the innkeeper’s obligations.
When can hotel staff enter a guest’s room?
For cleaning, maintenance, emergencies, repairs, or when requested by the guest.
What should managers avoid during an eviction?
- Using excessive force.
- Making derogatory remarks.
- Evicting without lawful grounds.
What reasons are permissible for refusing accommodations?
- Inability to pay.
- Intoxication.
- Disorderly behavior.
- Contagious disease.
- No vacancies.
What rights do guests have regarding their occupancy?
Occupancy should not be disrupted without exceptional cause.
What should hotels do if police request permission to search a guest’s room?
Inform the police that the hotel does not have legal authority to consent.
How should lost or mislaid property be handled?
Verify the claimant’s identity and ownership before returning property.
How should employees treat guests?
Be polite, respectful, and handle suspected criminal activity confidentially.
What are best practices for managing guest bills and mail?
- Do not charge for unused services.
- Disclose fees transparently.
- Ensure proper handling of mail.
