Hotel Reservation

1. Blocking a particular type of guest
room for a definite duration of time,
for a particular guest.
By - Mrs. Himani Nikhil Batheja

2. Not - Confirmed
Tentative/Provisional
Waitlisted
Confirmed
Non- Guaranteed
Guaranteed
Prepayment
Guaranteed
Credit Card
Guaranteed
Travel Agent
Guaranteed
Voucher or
Miscellaneous Charge
Order [MCO]
Corporate Guaranteed
Reservation
Types of
ReservationsBy - Mrs. Himani Nikhil Batheja

3. Not - Confirmed
Tentative/Provisional
Waitlisted
• Request from prospective guest is received for some future day arrival and the
hotel blocks the room for this guest, provisionally
• sends a letter of offer to the prospective guest
• The offer has a cutoff date by which the guest should send his confirmation which
may be in the form of a letter, guarantee by company, credit card or deposit
whichever the hotel may request.
• Once the confirmation from the guest is received by the hotel within the cutoff
date, the hotel makes the tentative booking into confirmed booking.
• Otherwise the tentative booking is cancelled and the records updated.
By - Mrs. Himani Nikhil Batheja

4. Not - Confirmed
Tentative/Provisional
Waitlisted
Generally, a reservation request must be denied if the hotel is fully booked.
However, with enough lead time, interested guests may be put on a waiting list for
the proposed date. Hotels experiencing high volume reservations may satisfy excess
demand through this technique.
• A waiting list might be developed and used according to these guidelines:
• Advise the guest that no rooms are currently available for the requested dates.
• Offer to take the guest’s name, telephone number and / or email address.
• Agree to notify the prospective guest immediately if a room becomes available
due to a cancellation or change.
• Help the guest find alternative dates or accommodations if no rooms become
available.
By - Mrs. Himani Nikhil Batheja

5. Confirmed
Non- Guaranteed
Guaranteed
• Ensures that the hotel agrees to hold a room for the guest until a stated
reservation cancellation hour (usually 6 p.m.) on the day of arrival.
• In case the guest who has made the reservation arrives after 6.00 p.m, the
hotel is not bound to provide him accommodation.
• Non-guaranteed reservation usually occurs when the prospective guest does
not provide any payment guarantee but simply confirms through a Written or
verbal mode.
• Reservation agents shall make sure to encourage their guests to guarantee their
reservations, especially in the high season.
By - Mrs. Himani Nikhil Batheja

6. • Ensures that the hotel will hold a room for the guest until a specific time
following the guest’s scheduled arrival date.
By - Mrs. Himani Nikhil Batheja

7. Confirmed
Guaranteed
Reservation
Prepayment
Guaranteed
The hotel requests the prospective
guest to either send the complete
deposit or a partial deposit and on
receiving, makes the booking for
the prospective guest.
Confirmed
Guaranteed
Reservation
Credit Card
Guaranteed
In this case the prospective guest gives his credit card number and
details to the hotel. The hotel confirms the room from the credit
card guarantee and then claims from the credit card company, if the
guest does not occupy the room on the said date.
By - Mrs. Himani Nikhil Batheja

8. Confirmed
Guaranteed
Travel Agent
Guaranteed
some travel agents have
arrangement with hotel
chains to book room for
their clients and executives
travelling to various
destinations. The travel
agents are solely responsible
for the reservation; they are
billed after the guest’s stay
is completed.
By - Mrs. Himani Nikhil Batheja

9. Confirmed
Guaranteed
Voucher or
Miscellaneous Charge
Order [MCO]This i s a special arrangement
designed to attract return guest or
new business. This is usually
provided by the hotels themselves
for their prospective guests.
By - Mrs. Himani Nikhil Batheja

10. Confirmed
Guaranteed
Corporate
Guaranteed
Reservation
In this case
them
corporation or
company takes
the
responsibility
for booking for
their executives,
visitors etc.
By - Mrs. Himani Nikhil Batheja

11. • Name of the guest
• Date & Time of Arrival
• Room Type
• Duration of Stay
• Room Rate
• No. of Pax
• Reservation Classification (guaranteed or
non Guaranteed)
• Cancellation Policy
By - Mrs. Himani Nikhil Batheja

12. Modes of Reservation
Written Mode Verbal Mode
In Person TelephoneLetter Fax E-Mail
Written Mode
Letter
By - Mrs. Himani Nikhil Batheja

13. Direct
Agency
Travel
Agency
OTA
Airlines
Central reservation
Global Distribution
Corporate Bodies
Hotel WebsiteGovernment Sector
Institution
Companies
& NGO
By - Mrs. Himani Nikhil Batheja

14. 1. Manual System
Dairy System
Whitney System
Room Availability Records
used in Manual System:
1. Bed Room Journal
2. Conventional Chart
3. Standard Chart
2. Automatic System
• Central Reservation System(CRS)
• Global Distribution System(GDS)
• Amadeus
• Galileo
• SABRE
• WorldspanBy - Mrs. Himani Nikhil Batheja

15. Assignment
Role Play:- You Are a reservation Agent & you have received a
call from Ms/Mr.____. Explain:-
• Rooms availability
• Rates
• Benefits of guaranteed reservation
• Mode of payments
• Filling reservation forms
• Telephone Etiquettes
By - Mrs. Himani Nikhil Batheja

16. References
• Reservation and Development: Does it connect or conflict?, By Arshi Khan, May 14, 2017,
https://blog.collegekhabri.com/reservation-and-development/
• Hotel Front Office : Operations and Management, Textbook by JR Tewari and Jatashankar R. Tewari
• Front Office Management, Book by S K Bhatnagar
• Hotel Front Office Training Manual, Book by Sudhir Andrews
• Hotel Front Office : Operations and Management, Textbook by Manoj Yadav
By - Mrs. Himani Nikhil Batheja