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Objectives for Reservations
At the completion of this unit, the students will able
to:
1. Describe the different types of reservations and
identify the information sought during a
reservation inquiry and contained in a reservation
record.
2. Identify major sources of reservations.
3. Identify the tools managers use to track and
control reservations availability.
4. Describe policies and procedures
surrounding the confirmation, change, and
cancellation of different types of reservations.
5. Explain the function of typical management
reports and reservations records that can be
generated from reservations data.
Competencies for
Reservations
(continued)
What is a reservation?
It is a booking in advance for a space for a specified
period of time.
E.g. Hotel ballroom, restaurant booking, airline seat, a
theatre seat, a hotel guestroom, a doctor’s
appointment.
Introduction
From a guest’s point of view, the most important
outcome of the reservations process is having a
guestroom ready and waiting when the guest arrives.
To achieve these outcomes, the hotel must have
efficient reservation procedures in place.
Here are the reservation process activities:-
• Conduct reservation inquiry.
· Determine room and rate availability.
· Create reservation record.
· Confirm reservation record.
· Maintain reservation record.
· Produce reservation reports.
· Research, plan, and monitor reservations.
Reservation Activities
Types of Reservations
• Guaranteed Reservation: Insures that the hotel will hold
a room for the guest until a specific time of guest’s
scheduled arrival date .
• The guest must provide us a method of payment.
• If the guest does not show up or cancel properly,
• the guest will be charged for one night
accommodation.
• If the hotel then fails to provide the room for a
guaranteed reservation, legal penalties can be applied if
the guest files a complaint.
• In order to guarantee a reservation, guests can choose
one of the following methods:
The reservation can be guaranteed by
• Prepayment
· Credit card
· Advance deposit
• Travel agent voucher/miscellaneous charge
order (MCO)
· Corporate (direct billing account)
Guaranteed Reservations
Non-guaranteed Reservation
Non-guaranteed Reservation: Insures 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.
It is common for hotels planning on full occupancy or
nearing full occupancy to accept only guaranteed
reservation once a specified number of expected
arrivals is achieved.
Reservation Inquiry
• Guests can communicate their reservation inquiries in
person, over the telephone, via mail, through facsimile, telex,
e-mail…
• While getting a reservation inquiry, the reservation staff shall
obtain the following guest-related information:
• Guest’s name, address and telephone number
• Company or travel agency name
• Date of arrival and departure
• Type and number of rooms requested
cont.
Desired room rate
Number of people in the group, if applicable
Method of payment and/or guarantee
Any other special requests
• Most of the above mentioned information is used to create
a reservation record.
The seven steps reservation sales process
• 1. Greet the caller. ( thank you for calling Holiday
inn. This is Mary speaking How can I help you
today?)
• 2. Identify caller’s need ( arrival date, departure
date, preference ....)
• 3. Provide an overview of the hotel’s feature
( number of restaurant, swimming pool )
• 4. Make a room recommendation and room rate.
• 5. Ask for the sales ( Would you like me to book the
reservation for you?
cont.
• 6. Create a reservation record according to the hotel
procedures.
• 7. Thank the caller. Closing a call as warmly as opening
a call leaves the caller with a sense of confidence that
they have made the correct decision.
• The reservation function is a sales process, if the
reservation staff is unenthusiastic, the caller will not a
have a positive impression of the hotel and may decide
to go elsewhere.
cont.
Reservations can be made for individuals, group, tours
or conventions.
An individual, not part of the a group is referred as a
FIT. ( free independent traveller)
The customers make reservation by using different
sources.
• Central Reservation System
· Global Distribution System
· Intersell Agencies (for example flight
centre)
· Property Direct
· Internet
Sources of Reservations
Central Reservation System (CRS)
A central (or computerised) reservation system that
controls and maintains the reservations for several
hotels in one location, and automatically redirects the
reservation to the required hotel.
Central reservation systems
• The majority of hotel groups belong to one or more Central
Reservation Systems
• • A central reservation system is composed of a central
reservation office, member hotels connected together via
communication devices, and potential guests.
• It exchanges room availability information with members
hotel.
• • Central Reservation Office [CRO] offers its services via a
24-hours toll free telephone number(s) [Green Numbers].
continued
On return, central reservation offices charges a fee for the
utilization of its services which might take the form of a flat
fee and a variable fee, or a flat percentage of potential room
revenue, actual room revenue, and/or Rooms Division
gross profit…
•Computerized system by which reservation-related
information is stored and retrieved for multiple
organizations.
• Global Distribution Systems [GDS]⇒ System including
several Central Reservation Offices connected to each
other.
• Selling hotel rooms is accomplished by connecting the
hotel reservation system with the GDS system.
• GDSs have become a powerful force in hotel reservation.
Global Distribution Systems
Inter sell Agencies
Inters ell Agencies are special types of central
reservation offices contracting to handle
reservation for more than one Product Line [ex:
Handle at the same time Airline Tickets, Car
Rental, Hotel Reservation…]  “ One Call Does it
All Approach “!
Property Direct Reservation System:
Even though many of the five-star hotels rely heavily on
central reservation offices and intersell agencies, some
potential guests still find it convenient, and personal to call
directly the hotel to communicate a reservation inquiry.
Property direct reservations are made in a several ways
· Telephone
· Mail
· Property-to-property
· FAX
· E-mail
Property Direct Reservations
Group Bookings
Types of groups
Tour groups
Conference/convention
Charity groups (fund raising)
Flight crews
School groups
Sporting groups
Reservation Availability
After receiving a reservation request, the hotel might accept it,
as it is, if there is room availability.
 If not, the reservation department should suggest alternative
room types, dates, and/or rates, to the potential guest.
If, however, the potential guest insists on his/her previous
request, the hotel should suggest an alternative hotel.
That's one of the main reasons why we need to maintain good
relation-ships with nearby competing Hotels
continued
The reservation department should always compare
historical reservation volumes against actual arrivals.
The main reason is to cope with overbooking, which a
situation occurring when the total number of rooms
reserved for a certain period of time exceeds the total
number of rooms available for sale, for the same period of
time.
continued
In order to cope with the overbooking problem, some
statistical and historical data should be stored and processed
by the hotel and should be continuously updated. Such data
should include:
Number of rooms reserved for a specific date
Number of rooms occupied by stayovers (for a certain
specific date)
 Forecasted no-shows percentage
Forecasted understays percentage
Forecasted overstays percentage
Forecasted cancellation percentage
Number of out of order rooms for a specific date
Reasons for Travel
Business
Pleasure
Education
Family
Religious
Special events (e.g.Olympic Games)
Types of Market Sources
F.I.T. – free/fully independent traveller
Group
Corporate
Government
Package
Room Rate Factors
$ Location (CBD, Country)
$ Hotel Rating (Star/Flag/Crown)
Room attributes/aspects
Hotel facilities
$ Competition
$ Time of year
$ Intended client
Room Rate Types
Rack
Corporate
Government
Airline (delayed flights, crew, package)
Travel Agents (package, familiarisation, group,
F.I.T.)
Groups/conference
Packages (honeymoon, weekend, midweek)
Five steps to selling
• Know your product
• Know your guest
• Match the guest to the best alternative
• Be aware you are part of the sales team
• Always sell the product before the price
Guest History
Assist with marketing strategies
Ensure future reservations are more efficient
Ensure a quicker check-in
Ensure guest’s needs are met
Assist with check-out
History data
Reservation forms
Registration cards
Guest folios on check-out
History can be stored and maintained:
Manually
Computerised
Details Provided to Guest
Room release time (6pm is standard)
Guaranteed reservation
Check-in time
Acceptable MOP
Parking facilities
Hotel facilities and services
Cancellation
Retrieve original reservation
Note date and time cancellation received
Record contact name of person cancelling
Update manual and computer records
File cancelled reservation
Apply cancellation fee as per hotel policy
Thank caller
Amendments
Retrieve original reservation
Note date and time amendment received
Record contact name of person amending
Update manual and computer records
File amended reservation
Thank caller
Departments concerned with reservations
report
Housekeeping
To enable accurate staff rostering
Budgeting, planning for refurbishment, ordering of
supplies
Food and Beverage
As above
Departments concerned with reservations
report
Maintenance
To enable accurate staff rostering
Budgeting, planning for refurbishment, ordering of
supplies
Concierge/Porters/Front Desk
As above
Types of Reports
Occupancy
Arrivals
Cancellations
Special requests
V.I.P.S
Black lists
Market Segments
Guest history
Occupancy Reports
Prepared on a regular basis for:
rostering
budgets
maximising occupancy
planning refurbishment
ordering
Special Requests Report
Housekeeping
Cots/rollaways/special linen/vases/flowers/baby
sitters/early and late arrivals and departures
Room Service
Champagne/fruit baskets/flowers/VIP mini bars
Porter/ Concierge
Theatre bookings/restaurant bookings/hire cars/early
arrivals/late departures/wheelchair access/luggage
storage/red carpet
Special Requests Report
Food and Beverage
Dietary, Group meals, Children, Cultural
Requirements, Seating, Groups departing early
Functions
Dietary, AV Equipment, Meal break times, Business
Services
Group and Conference
Details
ETA/ETD
Rooming list ready
Rooms Assigned
Staffing requirements
Porter/Concierge (Luggage collection times)
Food and Beverage
Functions department
Hospitality room/area
Black List
“Bad” debts (previous accounts remain unsettled)
Malicious damage to hotel property
Theft of hotel property
Verbal/physical assault of staff members
Reservation Reports:
• In the reservation department, the widely used management
reservation reports include:
• Reservation transaction report
• Commission agent report
• Turnaway report (sometimes called the refusal report)
• revenue forecast report
Potential Reservation Problems
• 4 main common problems that might be encountered:
• 1) Errors in a reservation record:
a. Record a wrong arrival or departure date
b.Misspell the guest’s name or reverse it
c. Reserve for the caller instead of the guest
Potential Reservation Problems
2) Misunderstandings due to industry jargon:
Confirmed versus guaranteed reservation
Double room versus 2 beds
Connecting rooms versus adjacent rooms
Potential Reservation Problems
3. Miscommunications with external reservation systems:
Book a guest in the wrong hotel
Book a guest in the wrong city [ex: Novotel, Melbourne versus
Novotel, Sydney]
Potential Reservation Problems (continued)
4. Online reservation system failures:
Fail to update central reservation system concerning room
availability or to communicate rate changes in real time
Delays in communicating reservation requests
Communication Equipment used may become
technologically obsolete or inoperatable

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Types of reservation

  • 1.
  • 2. Objectives for Reservations At the completion of this unit, the students will able to: 1. Describe the different types of reservations and identify the information sought during a reservation inquiry and contained in a reservation record. 2. Identify major sources of reservations.
  • 3. 3. Identify the tools managers use to track and control reservations availability. 4. Describe policies and procedures surrounding the confirmation, change, and cancellation of different types of reservations. 5. Explain the function of typical management reports and reservations records that can be generated from reservations data. Competencies for Reservations (continued)
  • 4. What is a reservation? It is a booking in advance for a space for a specified period of time. E.g. Hotel ballroom, restaurant booking, airline seat, a theatre seat, a hotel guestroom, a doctor’s appointment.
  • 5. Introduction From a guest’s point of view, the most important outcome of the reservations process is having a guestroom ready and waiting when the guest arrives. To achieve these outcomes, the hotel must have efficient reservation procedures in place. Here are the reservation process activities:-
  • 6. • Conduct reservation inquiry. · Determine room and rate availability. · Create reservation record. · Confirm reservation record. · Maintain reservation record. · Produce reservation reports. · Research, plan, and monitor reservations. Reservation Activities
  • 7. Types of Reservations • Guaranteed Reservation: Insures that the hotel will hold a room for the guest until a specific time of guest’s scheduled arrival date . • The guest must provide us a method of payment. • If the guest does not show up or cancel properly, • the guest will be charged for one night accommodation. • If the hotel then fails to provide the room for a guaranteed reservation, legal penalties can be applied if the guest files a complaint. • In order to guarantee a reservation, guests can choose one of the following methods:
  • 8. The reservation can be guaranteed by • Prepayment · Credit card · Advance deposit • Travel agent voucher/miscellaneous charge order (MCO) · Corporate (direct billing account) Guaranteed Reservations
  • 9. Non-guaranteed Reservation Non-guaranteed Reservation: Insures 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. It is common for hotels planning on full occupancy or nearing full occupancy to accept only guaranteed reservation once a specified number of expected arrivals is achieved.
  • 10. Reservation Inquiry • Guests can communicate their reservation inquiries in person, over the telephone, via mail, through facsimile, telex, e-mail… • While getting a reservation inquiry, the reservation staff shall obtain the following guest-related information: • Guest’s name, address and telephone number • Company or travel agency name • Date of arrival and departure • Type and number of rooms requested
  • 11. cont. Desired room rate Number of people in the group, if applicable Method of payment and/or guarantee Any other special requests • Most of the above mentioned information is used to create a reservation record.
  • 12. The seven steps reservation sales process • 1. Greet the caller. ( thank you for calling Holiday inn. This is Mary speaking How can I help you today?) • 2. Identify caller’s need ( arrival date, departure date, preference ....) • 3. Provide an overview of the hotel’s feature ( number of restaurant, swimming pool ) • 4. Make a room recommendation and room rate. • 5. Ask for the sales ( Would you like me to book the reservation for you?
  • 13. cont. • 6. Create a reservation record according to the hotel procedures. • 7. Thank the caller. Closing a call as warmly as opening a call leaves the caller with a sense of confidence that they have made the correct decision. • The reservation function is a sales process, if the reservation staff is unenthusiastic, the caller will not a have a positive impression of the hotel and may decide to go elsewhere.
  • 14. cont. Reservations can be made for individuals, group, tours or conventions. An individual, not part of the a group is referred as a FIT. ( free independent traveller) The customers make reservation by using different sources.
  • 15. • Central Reservation System · Global Distribution System · Intersell Agencies (for example flight centre) · Property Direct · Internet Sources of Reservations
  • 16. Central Reservation System (CRS) A central (or computerised) reservation system that controls and maintains the reservations for several hotels in one location, and automatically redirects the reservation to the required hotel.
  • 17. Central reservation systems • The majority of hotel groups belong to one or more Central Reservation Systems • • A central reservation system is composed of a central reservation office, member hotels connected together via communication devices, and potential guests. • It exchanges room availability information with members hotel. • • Central Reservation Office [CRO] offers its services via a 24-hours toll free telephone number(s) [Green Numbers].
  • 18. continued On return, central reservation offices charges a fee for the utilization of its services which might take the form of a flat fee and a variable fee, or a flat percentage of potential room revenue, actual room revenue, and/or Rooms Division gross profit…
  • 19. •Computerized system by which reservation-related information is stored and retrieved for multiple organizations. • Global Distribution Systems [GDS]⇒ System including several Central Reservation Offices connected to each other. • Selling hotel rooms is accomplished by connecting the hotel reservation system with the GDS system. • GDSs have become a powerful force in hotel reservation. Global Distribution Systems
  • 20. Inter sell Agencies Inters ell Agencies are special types of central reservation offices contracting to handle reservation for more than one Product Line [ex: Handle at the same time Airline Tickets, Car Rental, Hotel Reservation…]  “ One Call Does it All Approach “!
  • 21. Property Direct Reservation System: Even though many of the five-star hotels rely heavily on central reservation offices and intersell agencies, some potential guests still find it convenient, and personal to call directly the hotel to communicate a reservation inquiry.
  • 22. Property direct reservations are made in a several ways · Telephone · Mail · Property-to-property · FAX · E-mail Property Direct Reservations
  • 23. Group Bookings Types of groups Tour groups Conference/convention Charity groups (fund raising) Flight crews School groups Sporting groups
  • 24. Reservation Availability After receiving a reservation request, the hotel might accept it, as it is, if there is room availability.  If not, the reservation department should suggest alternative room types, dates, and/or rates, to the potential guest. If, however, the potential guest insists on his/her previous request, the hotel should suggest an alternative hotel. That's one of the main reasons why we need to maintain good relation-ships with nearby competing Hotels
  • 25. continued The reservation department should always compare historical reservation volumes against actual arrivals. The main reason is to cope with overbooking, which a situation occurring when the total number of rooms reserved for a certain period of time exceeds the total number of rooms available for sale, for the same period of time.
  • 26. continued In order to cope with the overbooking problem, some statistical and historical data should be stored and processed by the hotel and should be continuously updated. Such data should include: Number of rooms reserved for a specific date Number of rooms occupied by stayovers (for a certain specific date)  Forecasted no-shows percentage Forecasted understays percentage Forecasted overstays percentage Forecasted cancellation percentage Number of out of order rooms for a specific date
  • 28. Types of Market Sources F.I.T. – free/fully independent traveller Group Corporate Government Package
  • 29. Room Rate Factors $ Location (CBD, Country) $ Hotel Rating (Star/Flag/Crown) Room attributes/aspects Hotel facilities $ Competition $ Time of year $ Intended client
  • 30. Room Rate Types Rack Corporate Government Airline (delayed flights, crew, package) Travel Agents (package, familiarisation, group, F.I.T.) Groups/conference Packages (honeymoon, weekend, midweek)
  • 31. Five steps to selling • Know your product • Know your guest • Match the guest to the best alternative • Be aware you are part of the sales team • Always sell the product before the price
  • 32. Guest History Assist with marketing strategies Ensure future reservations are more efficient Ensure a quicker check-in Ensure guest’s needs are met Assist with check-out
  • 33. History data Reservation forms Registration cards Guest folios on check-out History can be stored and maintained: Manually Computerised
  • 34. Details Provided to Guest Room release time (6pm is standard) Guaranteed reservation Check-in time Acceptable MOP Parking facilities Hotel facilities and services
  • 35. Cancellation Retrieve original reservation Note date and time cancellation received Record contact name of person cancelling Update manual and computer records File cancelled reservation Apply cancellation fee as per hotel policy Thank caller
  • 36. Amendments Retrieve original reservation Note date and time amendment received Record contact name of person amending Update manual and computer records File amended reservation Thank caller
  • 37. Departments concerned with reservations report Housekeeping To enable accurate staff rostering Budgeting, planning for refurbishment, ordering of supplies Food and Beverage As above
  • 38. Departments concerned with reservations report Maintenance To enable accurate staff rostering Budgeting, planning for refurbishment, ordering of supplies Concierge/Porters/Front Desk As above
  • 39. Types of Reports Occupancy Arrivals Cancellations Special requests V.I.P.S Black lists Market Segments Guest history
  • 40. Occupancy Reports Prepared on a regular basis for: rostering budgets maximising occupancy planning refurbishment ordering
  • 41. Special Requests Report Housekeeping Cots/rollaways/special linen/vases/flowers/baby sitters/early and late arrivals and departures Room Service Champagne/fruit baskets/flowers/VIP mini bars Porter/ Concierge Theatre bookings/restaurant bookings/hire cars/early arrivals/late departures/wheelchair access/luggage storage/red carpet
  • 42. Special Requests Report Food and Beverage Dietary, Group meals, Children, Cultural Requirements, Seating, Groups departing early Functions Dietary, AV Equipment, Meal break times, Business Services
  • 43. Group and Conference Details ETA/ETD Rooming list ready Rooms Assigned Staffing requirements Porter/Concierge (Luggage collection times) Food and Beverage Functions department Hospitality room/area
  • 44. Black List “Bad” debts (previous accounts remain unsettled) Malicious damage to hotel property Theft of hotel property Verbal/physical assault of staff members
  • 45. Reservation Reports: • In the reservation department, the widely used management reservation reports include: • Reservation transaction report • Commission agent report • Turnaway report (sometimes called the refusal report) • revenue forecast report
  • 46. Potential Reservation Problems • 4 main common problems that might be encountered: • 1) Errors in a reservation record: a. Record a wrong arrival or departure date b.Misspell the guest’s name or reverse it c. Reserve for the caller instead of the guest
  • 47. Potential Reservation Problems 2) Misunderstandings due to industry jargon: Confirmed versus guaranteed reservation Double room versus 2 beds Connecting rooms versus adjacent rooms
  • 48. Potential Reservation Problems 3. Miscommunications with external reservation systems: Book a guest in the wrong hotel Book a guest in the wrong city [ex: Novotel, Melbourne versus Novotel, Sydney]
  • 49. Potential Reservation Problems (continued) 4. Online reservation system failures: Fail to update central reservation system concerning room availability or to communicate rate changes in real time Delays in communicating reservation requests Communication Equipment used may become technologically obsolete or inoperatable

Editor's Notes

  1. [i.e. Check-out time or start of the hotel’s day Shift or any time the lodging property chooses