• -The act of reserving; a keeping or withholding.
• -Booking in advance.
• -Something that is kept back or withheld.
The main function of reservation process is to
match room request with room availability.
- earlier, reservation agent acted as booking clerk.
- room sales were the responsibility of the Sales and Marketing Department
- with better realization of the role of the reservation agent, the sales activity
moved to the reservation department making the sales and marketing
respond in a supportive role to the reservation agent’s demand and cues.
1.) receive reservation
2.) determining the room availability
3.) accepting or denying request
4.) documenting the reservation details
5.) confirming the reservation
6.) maintaining the reservation record
7.) compiling the reservation report
• Allowances- Daily cash paid-outs to airline crews as negotiated crews as negotiated
with the airlines and recovered from them at later date.
• Amendments- Changes made of records concerning his/her stay.
Cancellation- A confirmed booking that has been confirmed in writing by a guest.
Confirmation- A room reservation that has been confirmed in writing by a guest.
Double occupancy- Two guest staying in a room.
Group- Any body of guest above 15 persons who travel together.
Guaranteed booking- A room booking that is confirmed in writing by a guest.
Guest- A client of the hotel.
orecast- A studied anticipation of room business.
ree sale- Rooms that is available for booking.
• FIT- Stands for “ Free Individual Traveler” who is an independent guest who does not use
the services of middlemen for booking his/her room.
• GIT- Group Inclusive Tour
ay-over- Airline passengers checked in by airlines who are catching a connecting flight
• On-request- a status when guest are kept waiting for a room booking confirmation.
• Overbooking- Booking rooms that are beyond the hotel room capacity.
• Pax- Person
• Revision- Change in booking instructions.
• Room availability- The room position when rooms are available for sale.
• Room blocking- Blocking a room in the reservation chart.
• Room night- a charge for a one night occupation, spanning two days from noon to noon.
• Sale- a room space sold.
• Sold out- a status in which all rooms in the hotel are sold.
• Single occupancy- one guest staying in a room.
• Waitlist- a guest awaiting a confirmation of the room booking.
• Charge- is a financial obligation for a product or service during a guest stay.
• Fences- rate rules that may include restrictions such as advance booking cutoffs or nonrefundable payments.
itigious society- an environment in which consumers sue providers and services for
not delivering them according to expected operating standards.
• L charges- guest charges that might not be included on the guest folio because of a
delay in posting by other department.
A hotel room with a
separate living area
(though not a
separate room), plus
one serving as
a living room.
Two suites on
two floors with
Two rooms, one
serving as a living
area and another
with a single bed.
• Presidential suite and Royal suite are common
names for the most expensive suite in a luxury
• a suite of rooms, as in a hotel, suitable for a
president or other head of state.
hat are the key rate determinants?
•day of the week
What Is a
• A rack rate is a term that describes the frequently
inflated prices, which a person pays at a hotel
when he deals with the hotel directly when
booking a room. Basically, if you enquired for a
room for a night personally, you may pay more.
The payment can even be twice or thrice.
A plan is a
Includes three meals
per day at the hotel,
i.e. breakfast, lunch
The quoted rate
includes two meals a
breakfast and either
lunch or dinner.
The quoted rate
This plan offers
• -business executives prefer the European plan.
• - groups prefer the MAP.
• - an American plan is chosen by holiday makers. This plan is
often found at resorts.
• -The continental plan is found in Europe that is used to
breakfast of a continental style.
• - the bed and breakfast is a british.
Meal menus related to
A list of the dishes to be served or available for
• 2. The dishes served or available at a meal.
• 3. A list of available options, especially as
displayed on a screen.
A la carte menu
• In reference to a menu of items priced and ordered separately.
• The courses generally follow the sequence of the classical
• Guest on a European plan without meal options will select,
meals from a la carte menu in any restaurant of the hotel .
Table d’hote menu
• Table d'hôte menu is a menu where multi-
course meals with only a few choices are
charged at a fixed total price.
• It is offered in American plans and modified
• Traditionally, American plans and modified American plans offer
this kind of breakfast but as travel has spread worldwide, the
breakfasts have been altered to local practices and tastes.
• 1.) English breakfast
• 2.) Continental breakfast
• 3.) American breakfast
• Lunch menus can vary from elaborate meals
or light meals depending on the purpose and
culture of the guest.
•These menus are elaborate as
guests have more time and
leisure for eating.
• It is a self-service where the food is
displayed on tables.
• Guest reservation in hotel is done through
• The term ‘ source’ means individual or group
company which takes service from hotel and in
reply pay for it.
Principal sources of
Global distribution system (GDS)
Embassies and consulates
Free individual traveler (FIT)
Central reservation office (CRS)
• A network of providers that brings products and services
geographically spread to the doorstep of consumers
anywhere in the world.
• Some featured examples of GDS are Sabre computer
system, Amadeus computer system, Galileo central
reservation systems, World span and the Scandinavian
multi across reservation for Travel agents (SMART).
operators sell package tour programs
in large number all over the world.
-Tour operators are whole sellers who deal
with hotels, surface transporters, airlines,
cruise ships, tour offices, and so on.
-Tour operators cooperate with hotels or
airlines in order to include their service their
- Someone who sells or arranges
trips or tours for customers.
- They take commission from the
tour operators to sell their travel
- Travel agents are generally
located in the prime location
which is convenient place for the
traveler to attract the guest.
- Airlines is very popular
- Airlines crew generally
stay for short time and
hotel always has to give
discount on their stay.
- Corporate houses have to deal
with many clients and they also
have to arrange company
training programs and meetings.
They contact with a hotel for
- Rates are negotiated for
minimum room nights a year.
The more business the better is
- Diplomatic officials travel
throughout the whole year
and stay at a hotel. They
have to contact with
embassy and consulates
which is a very good source
of business for hotels.
- Provide the bread and
butter business on a
- FITs are individual guest
who book rooms directly
within the hotel.
- Also know as CRO. An automated
reservation system that take
reservations for all properties within an
- These establishments are one-stopshops and have reservation tie ups with
all concerns of the earth.
- A new popular way to get
- Guest can fill on-site
reservations forms and
send to the hotel directly
with all the relevant
- Independent hotels that get-together to
recommend each other to guest staying in their
property, provided the establishment does not
have a hotel in that location.
- An airline ties-up with referral hotels to attract
Hotel and Airline Partnerships
Hotel and Airline Partnership
Hotel and Airline Partnerships