It includes the process on how to take reservation details of the guest in a hotel.

1. TAKING
RESERVATION
DETAILS
MS. STHEPANIE P. BADILLO
FRONT OFFICE SERVICES 9

2. OBJECTIVES:
At the end of this lesson, you are
expected to do:
1. record complete customer
details accurately against his/her
booking in a manner which
ensures correct interpretation by
others who may access the
reservation details;

3. OBJECTIVES:
2. check customer profile or
history, if available, and use the
information to assist in making
the reservation to improve
customer service;
3. Record special requests clearly
in accordance with established
requirements;

4. OBJECTIVES:
4. File reservations in a manner
which ensures easy access by others
and is accordance with established
procedures; and,
5. Prepare and issue documents and
other materials to the customer in
accordance with the requirements
of the specific reservation.

5. The task of the Front Office to take
and record the reservation details of
customers is somewhat similar to a
cashier who takes customer orders in a
fast food chain. It starts from knowing
the customer’s demand, then preparing
for the product to be served.

7. GENERAL STEPS ON HOW TO
USE THE GUEST HISTORY
SYSTEM
1. Access the guest history system
on the computer when taking
Reservations
1.1 Ask the caller if he has
previously stayed in your hotel.

8. GENERAL STEPS ON HOW TO
USE THE GUEST HISTORY
SYSTEM
1.2 If the caller is a returning
guest, retrieve the guest history file
in the property’s computerized
system.
1.3 Double check the guest record
by asking the caller’s information
stated in his guest history

9. GENERAL STEPS ON HOW TO
USE THE GUEST HISTORY
SYSTEM
2. Use guest history to personalize
service
2.1 Mention the last room used
by the caller.
2.2 Ask if the caller prefers his
last arrangement.

10. GENERAL STEPS ON HOW TO
USE THE GUEST HISTORY
SYSTEM
2. Use guest history to personalize
service
2.1 Mention the last room used
by the caller.
2.2 Ask if the caller prefers his
last arrangement.

11. GENERAL STEPS ON HOW TO
USE THE GUEST HISTORY
SYSTEM
3. Always exercise caution in using
guest profile.
3.1 Do not give out all
information about the caller.
3.2 Use the information to up
sell

12. PROCESSING RESERVATION
RECORDS
1. Input the reservation
information on the reservation
record.
1.1 Ask for and enter the guest’s last
name, first name and middle
initial.
1.2 If the guest has title, enter it in the
system

13. PROCESSING RESERVATION
RECORDS
1.3 Indicate the mailing address and
contact number.
1.4 Ask if the caller is making the
reservation for another person.
1.5 Ask for the contact number of the
person who should be contacted
for the reservation

14. PROCESSING RESERVATION
RECORDS
1.6 Ask for the arrival and departure
date
1.7 Enter the number of people sharing
the room
1.8 Confirm the room type, room rate
and any special request
1.9 Enter the rate code

15. PROCESSING RESERVATION
RECORDS
2. Guarantee the reservation
2.1 Ask the caller which credit
card he would like to guarantee
the reservation.
2.2 Explain guaranteed or non-
guaranteed reservation.
2.3 Explain the cancellation policy
of the hotel.

16. PROCESSING RESERVATION
RECORDS
3. Confirm and enter the method
of the guarantee
3.1 Inform callers that their credit
card or direct billing account will
be billed if they fail to show up
during the time of check in

17. PROCESSING RESERVATION
RECORDS
3.2 Input in the system the
reservation guarantee.
3.3 Enter the reservation is non-
guaranteed so that the system
can release the reservation given
the standard time set by the
property.

18. PROCESSING RESERVATION
RECORDS
4. Repeat the details of the
reservation.
Repeat the reservation details
to verify what is inputted in the
system

19. PROCESSING RESERVATION
RECORDS
5. Give confirmation number
In a computerized reservation
environment, this is
automatically generated by the
system.

20. PROCESSING RESERVATION
RECORDS
6. Enter the reservationist
Some hotels, there is a specific
field in the reservation field that
reservationist input their names
for proper trace.

21. PROCESSING RESERVATION
RECORDS
7. Thank the guest
Do not hang up the phone first
as the guest may have additional
requirements. Let the caller hang
up the phone first.

22. Sample telephone verbiage for
taking reservations:
1. FO staff informs the caller that
he/she will be doing the
reservation process of the caller.
“This is room reservations, my
name is (reservationist’s name)
and I will be taking your
reservations (guest name)

23. Sample telephone verbiage for
taking reservations:
2. FO Staff will then ask the
following questions for record
purposes.
3. Customer’s name
“May I have your name?” or “May
I have the name of the person
you are booking for?”

24. Sample telephone verbiage for
taking reservations:
4. Date of arrival
“May I have your arrival date Mr.
Smith?”
5. Number of nights
“How many nights would you be
staying Mr. Smith?”

25. Sample telephone verbiage for
taking reservations:
6. Number of room required
“How many rooms would you be
needing Mr. Smith?”
7. Company affiliation
“Do you have any company
affiliation Mr. Smith?”

26. Sample telephone verbiage for
taking reservations:
8. Check for Availability
 Check availability using reservation
system in your property
9. Checking for availability may
include inputting
 Arrival date / Departure date
 Number of nights
 Number of adults

27. Sample telephone verbiage for
taking reservations:
 Number of rooms
 Type of rooms
 Scratch name
 Scratch company
 Scratch agent
 Rate code

28. Sample telephone verbiage for
taking reservations:
10. FO staff then advises the caller
of the availability
Example verbiage:
“We do have an Executive De Luxe
Room available on the 28th of August
Mr. Smith for $230 exclusive of
service charge and taxes.”

29. Sample telephone verbiage for
taking reservations:
11. FO staff will advise caller of
the inclusions of the rate quoted
Example verbiage:
“The rate is inclusive of full buffet
breakfast; pre-dinner cocktails;
complimentary 5 pieces of laundry every
day, roundtrip airport transfers, local calls,
and the use of the facilities like the gym,
swimming pool and outdoor Jacuzzi.”

30. Sample telephone verbiage for
taking reservations:
12. Multiple scenarios in
availability:
• If the caller has no company
affiliation but is a returning guest,
check his history in the system.
Offer the same package if it is still
valid but upsell to higher room
category.

31. Sample telephone verbiage for
taking reservations:
• “Mr. Smith, the package you availed is
still valid but you are very fortunate
because we have an available Superior
De Luxe on September 9 and this room is
more spacious and has larger windows
and a fantastic view.”

32. Sample telephone verbiage for
taking reservations:
• If the package is no longer
available, offer existing package.
“Mr. Smith, the package you
availed on your last stay is not
valid anymore. However, we are
offering you another exciting
package.”

33. Sample telephone verbiage for
taking reservations:
• If the first rate offered is not
acceptable to the caller, we should
determine their specific needs and or
price threshold and negotiate a rate
slightly above the callers budget,
ensuring there is availability and the
rate sold is within the guidelines of
the Selling Strategy.
“Mr. Smith, may we know what budget
are you looking at for this stay?”