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  • 1. Chapter 4 Reservations Managing Front Office Operations Eighth Edition (333TXT or 333CIN)
  • 2. Competencies for Reservations
    • Discuss the sales dimension of the reservations process, outline the different types of reservations, and describe reservation inquiries and their distribution channels.
    • Describe the process of taking group reservations and discuss group reservation issues.
    • Identify the tools managers use to track and control reservations availability, and discuss the reservation record.
    (continued)
  • 3. Competencies for Reservations
    • Describe policies and procedures surrounding the confirmation, modification, and cancellation of different types of reservations.
    • Explain the function of typical reservation reports, and summarize other reservation considerations.
    (continued)
  • 4. Guaranteed Reservations
    • Prepayment
    • Credit and debit cards
    • Advance deposit
    • Voucher/miscellaneous charge order (MCO)
    • Corporate
  • 5. Distribution Channels
    • Property reservations department
    • Central reservations systems
    • Cluster reservations office
    • Global distribution systems
    • Intersell agencies
    • Internet distribution systems
  • 6. Property-Direct Reservations
    • Telephone
    • Mail
    • Property website
    • Property-to-property
    • Faxes
    • Other sources
  • 7. Central Reservations Systems
    • Affiliate reservation network (hotel chains)
    • Non-affiliate reservation network
    • The Leading Hotels of the World
    • Preferred Hotels & Resorts Worldwide
    • Distinguished Hotels
  • 8. Global Distribution Systems
    • SABRE
    • Galileo International
    • Amadeus
    • WorldSpan
  • 9. Reservation Record
    • Guest name
    • Home/billing address
    • Telephone number
    • Company name and number (if appropriate)
    • Name of person making reservation
    • Number in party
    • Arrival date and time
    • Number of nights
    • Type of reservation
    • Special requirements
    • Additional information, as needed
  • 10. Typical Reservation Reports
    • Reservation transactions report
    • Commission agent report
    • Regrets and denials report
    • Revenue forecast report
    • Expected arrival and departure lists
  • 11. Other Reservation Considerations
    • Legal implications
    • Waiting lists
    • Promotional packages
    • Potential reservation problems
  • 12. Potential Reservation Problems
    • Errors in reservation record
    • Misunderstandings due to industry jargon
    • Miscommunication with central reservations system
    • Online reservation failures