a presentation on reservation process followed in large hotels.

2. Importance of Reservation: For Hotel
• Gives the first impression of hotel to the
guest.
• Sells the main product of the hotel.
• Generates customers for the hotel’s other
departments.
• Helps in planning for workload expected
• Controlling expenses with expected income
from room sales.
• Helps in Revenue management decisions.

3. Importance of Reservation: For Guest
• Assurance for the accommodation to the
guest
• The guest can book his or her room as per his
or her choice (budget, preference, view)
• Receive correspondence at the hotels address.

4. Reservation
• Here reservation refers to booking a particular
type of guest room, for a particular guest, for
a definite duration of time and also, at an
agreed price.
• Reservation is a bilateral contract between the
hotel and the guest , according to which the
hotel must provide the specified type of room
to the guest, and guest should pay all the
applicable charges.

5. A reservation agent must be able to respond quickly and
accurately to requests for future accommodation.
The proper handling of reservation information can be
critical to the success of a lodging property.
Efficient booking will also allow more time for the
reservation agent to attend to detail and to promote
hotel services.

6. Based on information collected during the reservations
process, a hotel may also be able to perform pre-
registration.
Pre-Registration includes assigning a specific room and
rate for guests who have not yet arrived, and creating
guest folios. It saves time at Check-In.
A guest folio is a record of the charges (purchases)
incurred and credits (payments) acquired by the guest,
during stay.

7. If a reservation can be accepted as requested, the
reservation agents creates a reservation record.
The creation of a reservation record starts the hotel guest
cycle.
By confirming reservation, the hotel verifies a guest’s
room request and personal information, and assures the
guests that his or her needs will be taken care of.

8. Modes of Reservation
Written
• Letter
• Fax
• Telex
• Email.
Verbal
•In person
•Telephone.

9. Sources of Reservation
• Direct by Guest- No intermediary
• Central Reservation System- Call Centre
• Global Distribution System- Online booking
• Affiliated System – Chain Hotels
• Non-Affiliated System- Referral Groups
• Agencies on Commission (Travel Agents, Tour
Operators, Meeting & Wedding Planners, OTA
or Inter-sell Agencies)
• Corporate Bodies- Companies
• Government Sector
• Hotel Website

10. Types of Reservation

11. Tentative
• Guest not
sure of their
plan.
• Room is
available.
• No payment
made by
guest.
Confirmed
• Guest is sure
to arrive
• Room is
available
and
confirmed
by hotel but
guest has
not paid any
advance
money.
Guaranteed
• Guest has
asked to
block
hisher
room.
• Has made a
payment to
guarantee to
the hotel
that they
will not lose
money.

12. Wait-Listed Reservation
Sometimes, during peak demand season, all the
rooms are already reserved. But guest requests
the hotel to make a reservation in waiting list. If
any reservation gets cancelled, then the wait-
listed guest is allotted that place.
Something like “Reservation-against-
Cancellation” of Indian railway booking system.

13. Systems of Reservation
Manual System
Semi-Automated System
Automated System

14. Manual System of Reservation
• Booking Diary
• Bed Room Journal
• Reservation Form- loose leaf
• Convention Chart
• Advance Letting Chart
• Density Chart
• Whitney Rack (Whitney System) & Shannon
Slips
• Telephone (Local, STD, ISD)
• Confirmation Letter

15. Room
No
Name Pax Arrival Advance Date of
Departure
Booking
Date
Booked By Sign
of
Book.
Agent
Time Mode Name No.
Date-___________________________
Name of
Guest
Room No. Particular
Booking Diary
Bed Room Journal

17. Month: January, 2019
Room Type &
No.
1 2 3 4 ……………
……
28 29 31
Single
101
< J S Verma >
Single
102
< >
Double
103
…
Convention Chart

18. Month: February, 2019
Type of Room- Double
No. of
Rooms Dates Of The Month
1 2 3 4 … 23 24 25 26 27 28
10 / / / /
9 / / / / / /
8 / / / /7
1
0
-5
Density Chart

19. Date of Arrival Name of
Guest
Room Type Rate Date of
Departure
Mode of
Reservation
Reserved by Date
Received
Agency (if any)
Billing Instruction Confirmation Date
Whitney or Shannon Slip
Suitable for hotels up to 150 rooms.
31+11+1= 43 total racks are needed.
Whitney Slips are placed in metallic case,
mounted on vertical racks.

23. Semi-Automated Reservation System
• All the above, plus
• Date & Time Stamp Machine
• Central Reservation System
• Telex, Fax for Confirmation
• Account Posting Machine
Semi-automated system is about using machines
for improving efficiency and accuracy. A single
computer is also possible in semi-automated
system.

25. FAX Machine

27. Automated System of Reservation
• Computer
• Network (LAN, WAN, MAN)
• PMS
• GDS
• OTA
• CRS
• Auto-confirmation through e-mail or SMS
• Credit Card & Digital Mode of Payment

31. Online Travel Agencies & Global
Distribution System Companies
• Makemytrip
• Yatra
• Cleartrip
• Thomas Cook
• Cox and Kings
• Travelguru
• Ezeego1
• Goibibo
Amadeus
Galileo
SABRE
Worldspan

32. Cancellation of Reservation
• Cancellation is to stop some event, decision or
activity.
• Sometimes, the guest may change their travel
plans. There are two possible results.
– Guest cancels the booking
– The booking is postponed or preponed.

33. Cancellation Policy
• Cancellation policy is generally guided by
three factors
– How close to the arrival date the booking was
cancelled.
– What is the level of demand for hotel rooms.
– Is the guest regular or frequent traveller.
The cancellation fee may begin from 1 day tariff to
tariff for the whole stay. There is a free period
during which the guest may cancel without penalty.

34. Amendment of Reservation
• Any changes in the booking (postponing,
preponing dates, increasing number of
roomsguests etc.) are known as amendment.
• Amendments are allowed if rooms are
available and rates are not affected due to
season.

35. Reservation
Transaction
Report
Commission
Agent
Report
Turn-Away
Or
Refusal
Report

36. Today
After 30
days
After 6
months
Revenue Forecast
Report

37. • Expected
Arrivals
List
• The
check-ins
expected
today
• Stay over
List
• Guests
staying in
hotel
today
• Expected
Departure
List
• The
check-
outs today