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  1. 1. Chapter 4: Reservations
  2. 2. Reservations • -The act of reserving; a keeping or withholding. • -Booking in advance. • -Something that is kept back or withheld.
  3. 3. The main function of reservation process is to match room request with room availability.
  4. 4. Brief history: - earlier, reservation agent acted as booking clerk. - room sales were the responsibility of the Sales and Marketing Department before. - 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.
  5. 5. Process of reservations: • • • • • • • 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
  6. 6. Reservation terminology
  7. 7. Reservation terminologies: • 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. F orecast- A studied anticipation of room business. F ree sale- Rooms that is available for booking.
  8. 8. Reservation terminologies: • 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 • L ay-over- Airline passengers checked in by airlines who are catching a connecting flight sometime later. • 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.
  9. 9. Reservation terminologies: • 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. • L 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 ate delay in posting by other department.
  10. 10. Types of rooms in a hotel k
  11. 11. What does a room mean to a guest? It means: -comfort -security -privacy -convenience -cleanliness -A “ home away from home”
  12. 12. Single room: - A room with two single beds meant for two persons.
  13. 13. ble Roo m: -A room with Double bed meant for two people.
  14. 14. Twin Double Room: -Commonly known as family room having two double beds separated from each other.
  15. 15. Triple room: -A room with the capacity to accommodate three persons, generally three single beds
  16. 16. Quad: A hotel quad room is a room that can accommodate four people with four single beds.
  17. 17. Interconnec ting rooms: -Two rooms which shares a common door, mostly used by families.
  18. 18. Adjoinin g room: -Two rooms beside each other
  19. 19. caba na -A room which is near a water body or beside a swimming pool
  20. 20. Executive rooms A room with additional features like internet connections, computer points, mini bars etc. specially designed for the business executive
  21. 21. suites • A suite in a hotel or other public accommodation denotes a class of luxury accommodations, the key feature of which is multiple rooms.
  22. 22. Burj al arab
  23. 23. Receiving area
  24. 24. Bedroom
  25. 25. Powder room
  26. 26. Bar
  27. 27. Dining area
  28. 28. Kitchen
  29. 29. Junior suite A hotel room with a separate living area (though not a separate room), plus the bedroom.
  30. 30. Double suite Two rooms, one serving as a living room.
  31. 31. Duplex suite Two suites on two floors with an interconnecting staircase
  32. 32. Executiv e suites Suite specially fitted for business executives .
  33. 33. Single suite Two rooms, one serving as a living area and another with a single bed.
  34. 34. Presidential suite • Presidential suite and Royal suite are common names for the most expensive suite in a luxury hotel. • a suite of rooms, as in a hotel, suitable for a president or other head of state.
  35. 35. Waldorf Astoria Presidential Suite
  36. 36. Types of Rates and Plans
  37. 37. Rates W hat are the key rate determinants? •Location •Hotel rating/standard •Competition •Demand •season •day of the week •competitor prices  •inventory available
  38. 38. What Is a Hotels Rack Rate? • 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.
  39. 39. plans (meal plans) A plan is a package proposal of rooms and meals.
  40. 40. an Plan(E P) Does not include any meals.
  41. 41. America n Plan (AP) Includes three meals per day at the hotel, i.e. breakfast, lunch and dinner.
  42. 42. Modified America n Plan (MAP) The quoted rate includes two meals a day, including breakfast and either lunch or dinner.
  43. 43. ental Plan (CP) The quoted rate includes a continental breakfast.
  44. 44. Breakf ast (BB) Charges for room and English breakfast
  45. 45. Family American Plan (FA) This plan offers free or discounted meals for children.
  46. 46. Meal plans: • -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.
  47. 47. Meal menus related to plans A list of the dishes to be served or available for a meal. • 1. • 2. The dishes served or available at a meal. • 3. A list of available options, especially as displayed on a screen.
  48. 48. A la carte menu • In reference to a menu of items priced and ordered separately. • The courses generally follow the sequence of the classical menu. • Guest on a European plan without meal options will select, meals from a la carte menu in any restaurant of the hotel .
  49. 49. 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 American plans.
  50. 50. Breakfast menu • 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. Types: • 1.) English breakfast • 2.) Continental breakfast • 3.) American breakfast
  51. 51. Lunch menus • Lunch menus can vary from elaborate meals or light meals depending on the purpose and culture of the guest.
  52. 52. Dinner menus •These menus are elaborate as guests have more time and leisure for eating.
  53. 53. Buffet service • It is a self-service where the food is displayed on tables.
  54. 54. Sources of reservations many • Guest reservation in hotel is done through sources. • The term ‘ source’ means individual or group company which takes service from hotel and in reply pay for it.
  55. 55. • • • • • • • • • • Principal sources of reservations are: Global distribution system (GDS) Tour operators Travel agents Airlines Corporate houses Embassies and consulates Free individual traveler (FIT) Central reservation office (CRS) Hotel websites Referral hotels
  56. 56. Global distribution system (GDS) • 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).
  57. 57. Tour operators -Tour 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 package tour.
  58. 58. Travel agents - Someone who sells or arranges trips or tours for customers. - They take commission from the tour operators to sell their travel packages. - Travel agents are generally located in the prime location which is convenient place for the traveler to attract the guest.
  59. 59. Airlin es - Airlines is very popular among hotels. - Airlines crew generally stay for short time and hotel always has to give discount on their stay.
  60. 60. Corporate houses - 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 these purposes. - Rates are negotiated for minimum room nights a year. The more business the better is the rate.
  61. 61. es and consulat es - 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.
  62. 62. Free individual traveler (FIT) - Provide the bread and butter business on a regular basis. - FITs are individual guest who book rooms directly within the hotel.
  63. 63. Central reservatio n offices (CRS) - Also know as CRO. An automated reservation system that take reservations for all properties within an organization. - These establishments are one-stopshops and have reservation tie ups with all concerns of the earth.
  64. 64. Hotel websites - A new popular way to get bookings. - Guest can fill on-site reservations forms and send to the hotel directly with all the relevant details.
  65. 65. Referral hotels - 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 passengers.
  66. 66. Hotel and Airline Partnerships British airways Crown plaza
  67. 67. Hotel and Airline Partnership US Airways Hotel indigo
  68. 68. Hotel and Airline Partnerships Philippine airlines Diamond hotel