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Reservation sources

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Reservation sources

  1. 1. GUEST CYCLEGUEST CYCLE DESINGED BY, SUNIL KUMAR
  2. 2. Course Content Flow ChartCourse Content Flow Chart History of Hotel Industry The Lodging Industry Organizational Structure Hotel Reservations
  3. 3. The Guest CycleThe Guest Cycle Cycle Stage Departments 1. Pre-arrival ______________ 2. Arrival ______________ 3. Occupancy ______________ 4. Departure _______________
  4. 4. Responsibilities of Reservation DepartmentReservation Department  Monitor room availability  Accept & process advanced hotel room reservations  Coordinate with the sales department on convention or group reservations  Knowledge of:  __________________  __________________  __________________  Key Duty - To sell every available room at the most profitable rate.
  5. 5. Reservation RecordReservation Record  Guest name & address  Telephone number  Group/company name  Number in party  Person making reservation  Special requirements  Expected arrival  Number of nights  Expected departure  Room rate  Reservation type  Guarantee method
  6. 6. Reservation TypesReservation Types Guaranteed  __________________________  ___________ ; ____________; ___________  Guest is billed even if they do not use the room Non-Guaranteed  __________________________  Not accepted as hotel nears full occupancy Confirmed  Hotel verifies that a guest has a reservation  Can be ___________ or ______________
  7. 7. Group ReservationsGroup Reservations Block  A number of rooms set aside for a group Booked  Rooms actually __________ by group members  Reservation agents should ask guests if they are associated with a group Cut-off Date  Date when group blocked rooms return to hotel room inventory (30 days prior to arrival)
  8. 8. Group ReservationsGroup Reservations Wash (down)  Blocking fewer rooms than requested by the group based upon past group history Displacement  Turning away Free Independent Traveler (FIT) guests for lack of rooms due to group business
  9. 9. Ways to Make aWays to Make a ReservationReservation  Mail  Telephone  Central Reservation System (CRS)  More than 80% of Hotels have a CRS (1-800 number)  In-House (Walk-In)  Website (Third Party or Property Website)  94% of hotels have property websites  91% can receive online reservations
  10. 10. Web ReservationsWeb Reservations  Hotel Property Website  Third-Party  Expedia, Travelocity, Yahoo Travel, etc.
  11. 11. Marriott San Francisco
  12. 12. ReservationsReservations TerminologyTerminology Overbooking  Accepting more reservations than rooms Walk  Send a guest with a guaranteed reservation to another comparable hotel  Usually pay for room, cab, and phone call No-show  Guest who made a reservation but did not arrive  Guaranteed reservations are still charged
  13. 13. Reservation ReportsReservation Reports Turnaway Report  Tracks number of reservations refused because rooms were not available Revenue Forecast Report  Multiply projected occupancy by room rates Expected Arrivals & Departures  Lists check-ins, check-outs, and stayovers
  14. 14. Potential ReservationPotential Reservation ProblemsProblems Errors in Reservation Records  Should repeat information back to caller Jargon Misunderstandings  Confirmed vs. guaranteed CRS & Website Failures  Miscommunication with hotel  Notify as you approach full occupancy

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