7. Reservation. Hotel Front office department

Reservation
• It is a process of booking rooms before the arrival of the
guest in order to ensure their availability at the time, the
guests check in.
• It involves matching a guest’s precise request for a room
at a price with room availability, recording such requests
and confirming the reservation.

Reservation is the nerve center
for room revenues and
profitability.

• The reservation agent could advise the Sales Department when room occupancies were likely
to be low during a week, month or year.
• They know the pattern of guest flow and play a more proactive role than just as booking
clerks.
• Hotel managements also realized that the reservation agent went a long way in promoting the
image of the property and supported their efforts in being efficient with better automation.
• . Reservation also initiates the records that will later be used by other front desk colleagues
and other departments.
• The reservation acts as the guest profile folder for everyone and doubles as a registration
form as well.
• The information also upgrades various information lists and reports in the system.

RESERVATION TERMINOLOGY
Allowances: Daily fixed cash paid-outs to airline crews as negotiated with the
recovered from them at a later date.
Amendments: Changes made of records concerning his stay.
Cancellation: A confirmed booking that has been withdrawn by the guest.
Confirmation: A room reservation that has been continued in writing by a guest.
Double Occupancy: Two guests staying in a room.
Guaranteed Booking: A room booking that is confirmed in writing by a guest.
Group: Anybody of guest above-IS persons who travel together.

Guest: A client of the hotel.
Forecast: A studied anticipation of room business.
Free Sale: Rooms that is available for booking.
FIT: Stands for “Free Individual Traveller” who is an independent guest
who does not use the services of middlemen for booking his or her room.
GIT: Group Inclusive Traveller.

• Lay-over: Airline passengers checked in by the airlines who are
catching a connecting flight sometime later.
• On-request: A status when guests 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 the rooms in the hotel are sold.
• Single Occupancy: One guest staying in a room.
• Waitlist: A guest awaiting a continuation of the room booking.
•

• The (International) Radiotelephony Spelling Alphabet , commonly known as the NATO phonetic
alphabet, is the most widely used set of clear code words for communicating the letters of the
Roman alphabet, technically a radiotelephonic spelling alphabet. It goes by various names,
including NATO spelling alphabet, ICAO phonetic alphabet and ICAO spelling alphabet.
-Wikipedia
To create the code, a series of international agencies assigned 26 code words acrophonically to
the letters of the Roman alphabet, with the intention of the letters and numbers being easily
distinguishable from one another over radio and telephone, regardless of language barriers and
connection quality.

• The North Atlantic Treaty Organization (NATO, /ˈneɪtoʊ/; French: Organisation
du traité de l'Atlantique nord, OTAN), also called the North Atlantic Alliance, is
an intergovernmental military alliance between 30 member states – 28 European
and two North American. Established in the aftermath of World War II, the
organization implemented the North Atlantic Treaty, signed in Washington, D.C.,
on 4 April 1949
• The International Civil Aviation Organization (ICAO) is a specialized
agency of the United Nations that coordinates the principles and
techniques of international air navigation, and fosters the planning and
development of international air transport to ensure safe and orderly
growth.

A- Alfa
B- Bravo
C- Charlie
D- Delta
E- Echo
F- Foxtrot G- Golf
H- Hotel
I- India
J- Juliett
K- Kilo
L- Lima M- Mike
N-
November
O- Oscar
P- Papa
Q-
Quebec
R- Romeo S- Sierra
T- Tango
U-
Uniform
V- Victor
W-
Whiskey
X- X-ray Y- Yankee
Z- Zulu.

Quiz /Activity
• Familiarize yourselves with the NATO/ICAO Spelling
Alphabet.
• Students must open their camera when reciting.
• Recite it with your eyes covered.

These plans are:
• European Plan (EP): Charges for the room only.
• American Plan (AP): Charges for room and all meals.
• Modified American Plan (MAP): Charges for room plus breakfast and lunch or dinner.
• Continental Plan: Charges for room and a Continental Breakfast
• Bed and Breakfast: Charges for room and English breakfast.
Types of Rates and Plans

• European Plan (EP):
• American Plan (AP):
• Modified American Plan (MAP):
• Continental Plan:
• Bed and Breakfast:
• Business Executives
• Groups
• Holiday makers
• Europe
• British concept

1. A la Carte Menu This is a menu in which each food item is separately priced to give the
guest choice to suit his or her taste and budget. Each course has a number of choices. The
courses generally follow the sequence of the classical menu.
2. Table d’hote Menu This is a menu which prices the entire meal, irrespective of whether
the guest avails of the entire meal or not.
3. Lunch Menus Lunch menus can vary from elaborate and culture of the guest. Business persons
prefer sandwiches lunch breaks or are weight watchers. Salad bars have become a rant to
accommodate the health conscious. Buffets are popular at lunchtime to save time for those with
limited lunch breaks.

4. Breakfast Menus There are three types of breakfast menus
(l) the English breakfast; juices, cereals, eggs to order, breakfast meats like bacon,
sausages or ham, toasts and breads and preserves like jam, marmalade and honey
followed by tea. Most bed and breakfast plans in the UK and Ireland will offer the
English breakfast.
(2) the Continental breakfast; Continental breakfasts consist of assorted rolls,
preserves, tea or coffee. The Continental Plan offers this style of breakfast. It
emanates from the eating habits in Europe especially France who lead in gourmet
innovations.
(3) American breakfast. American breakfast is an English breakfast with the
addition of waffles or pancakes with maple syrup for the sweet toothed, followed by
coffee.

5. Dinner Menus These menus are elaborate as guests have more time
and leisure for eating. Dinner menus are an entertainment and people
want more than just food.
-Alcoholic drinks are an essential part of dinner menus
-Some European countries may include a glass of house wine
within the meal plan.
6. Buffet Service It is a self-service where food is displayed on tables.

A. Global Distribution System (GDS Noteable GDS are the Sabre computer system, Amadeus
computer system. Galileo central Reservations Systems. Worldspan and the Scandinavian Multi
Across Reservations for Travel Agents (SMART).
• These are computerized networks that can be accessed by any traveller or other service
providers to book rooms anywhere in the world.
B. Tour Operators They are wholesalers who coordinate with hotels. surface transporters,
airlines, cruise ships, tourist offices. etc. to put together an all-inclusive trip to a destination.
C. Travel Agents
• retailers located in convenient places in cities and up country.
• They take a commission from the tour operators to sell their travel packages.
• independently promote hotel accommodation and airline bookings taking advantage of special
discounts and commissions from these establishments.

Hotels usually follow the following practice in dealing with travel agents:
1. Give 10% commission on rooms.
2. Bookings on American Plan will attract a commission on boarding and lodging charges. Bookings on European Plan
will attract a commission on room only.
3. Commission is payable for the entire stay of the guest up to a maximum of 21 days.
4. Commission is payable on the rack rate. However, if discounts are given on room charges the hotel has the right to
deny the commission.
5. Hotels planning a partnership are obliged to fill any questionnaire submitted by the travel agent. Either party cannot
place a condition to advertise each other. This is purely on relationship basis. Travel agents are forbidden to quote
rates in excess of rates agreed upon.
6. Travel agents must get at least one months’ notice before a revision of room tariffs.
7. Hotels agree to give one complimentary room to a bonafide tour leader for a group comprising 15 members and
above. A discount of 50% is given to the tour leader of the group is less than 15 but more than 10 members.
8. Should a hotel not be able to give the room negotiated it is obliged to give a superior room at the rate of the original
booking. If an inferior room is given then the lower price is charged.
9. Hotels Operating on European Plan only, may accept bookings on American Plan provided it is a group booking of IS
persons or more.

D. Airlines business is sought after by hotels for the image factor and certain volume
business throughout the year. Airline contracts are negotiated by the management who
welcome such business.
E. Corporate Houses Rates are negotiated for minimum room nights a year. The more the
business the better is the rate
-company training programmes and corporate meetings.
-Resorts try to capture this business to give business and pleasure

F. Embassies and Consulates are a source of lucrative business for hotels located at cities
where they have established offices. Diplomatic officials travel throughout the year and a
good hotel would like to capture that business. Under this category come the United Nations
employees who visit the city on assignments. The local U.N. office would then be the source
for bookings.
G. Free Individual Travelers (FITS) provide the bread and butter business on a regular
basis. FITS are individual guests who book rooms directly with the hotel. They choose a
property based on the quality 0f service, recommendations of others, image of the
establishment, budget and convenience. Hotels try to get their repeat business through
recognition programmes and by maintaining guest history cards. FITs nowadays are becoming
a greater source of business because of the convenience of booking directly through the web
from the comfort of their homes and offices. Websites provide all information including
virtual tours of properties to assist the FIT to make a choice.

H. Central Reservation Offices (CRS) are another expanding phenomenon to make bookings easier, my provide toll free
telephone numbers to encourage travellers to use their facility. These establishments m one-stop-shops and have reservation tie-ups with
all corners of the earth. The central reservation system is ideal for independent operators who have limited budgets to promote their
property worldwide . They register with Non-Affiliate reservation systems on a subscription basis, like the Leading Hotels of the World,
Preferred Hotels, Distinguished Hotels, Steigenberger Reservation system etc. Hotels chains have their own central reservations (Affiliate
a Reservation Network) to not only fill their hotels in the chain but also hotels: with referral tie-ups in locations where they do not have
hotels. Depending on the season of occupancy hotels give free sale of rooms to a certain limit to the CRS who do not have to check with
them to confirm a booking. In busy seasons, they will have to communicate with properties before they can confirm a booking.
Chains may divide the world of operations into regions like North & South America, Asia Pacific, Middle-East & Africa and Europe
and commission Regional Reservation Offices that serve a region. Each regional office can serve other regional offices as well for
outbound traffic from their region. Airlines have now jumped on the bandwagon of central reservation systems to serve their
passengers with value added facilities of hotel bookings in addition to the airline seat.
Another facility for independent hotels especially is the Intersell Agency that represents other companies in the travel chain like
airlines, rent-a-car, cruise liners etc. They have the benefit of receiving hotel reservation request for travellers using other services
that they represent. For example, a person renting a car may want a suggestion for a suitable hotel enroute when he is travelling cross
country.
I. Hotel Websites are the new popular way to get bookings. Hotels have spent a lot of investment in making hotel websites
user friendly. Guests can fill on-site reservation forms and send to the hotel directly with all the relevant details. They can also get
instant confirmations. Websites have reached a level of sophistication that offers virtual tours of the hotel before they choose a room.

J. Associations are another great source of business. Associations like the Medical
Association, Automobile Association. Free Masons, Trade Associations, Hotel Federation,
etc. have business meetings, local conferences and annual conventions during the year that
bring in volume business. Reservation agents would like to tap local associations to tie -up
their yearlong business. Local associations network with regional and international offices
and therefore, can procure worldwide business.
K. Government Offices often have their own guest houses and hostels for stay. However,
they do give their senior officials and guests superior accommodations in hotels. They are a
valuable source of business. While government business is often on low budgets, they add
image and credibility to the establishment.

L. Referral Hotels are those independent hotels that do not have the clout of chain
operations and therefore get-together to recommend each other to guests staying in their
property, provided the establishment does not have a hotel in that location. Chain hotels too
have referral hotels that match their standard‘ quality at locations where they do not have a
property. An airline ties-up with referral hotels to an, passengers. In such a tie-up, airline
staff recommends hotel stay when booking the airline seat. We of hear the cabin crew of
airlines recommending a hotel before they are due to land at a location. We m remember that
at one time airlines spawned great hotels

Types of Reservations
(1) Confirmed Reservations
(2) Non-confirmed Reservations
(3) Group Reservations

(1) Confirmed Reservations and Modes of Payment
A. Booking In writing is the oldest method of assurance that the guest is serious about his
or her room booking. This is mostly met by email communication where such written
requests for reservations and confirmations are instant.
B. Prepayment in full is the best confirmation of intent. Many hotels, not familiar with the
booking party, may ask for such prepayments before the room is held.
C. Credit Credit Cards as a facility is now common to all and greatly used and acknowledged
as a method of payment. Some universally accepted credit cards are the Visa. Mastercard
and American Express.
D. Advance Deposit is another assurance for bookings usually used for longer stay or group
bookings. The advance deposit covers at least one night’s stay.

E. Penalty charges are incorporated in the case of negotiated contracts with airlines,
associations, corporate houses etc. The clauses may permit charging one -night stay to the
agency for a no-show.
F. Miscellaneous Charge Vouchers (MCOs) are issued by travel agencies to guests who
present them to the hotel to confirm that they have paid the room charges to the travel agent.
The hotel can later present the MCOs to the travel agent for reimbursement.

(2) Non-confirmed Reservations
Non-confirmed reservations are for those guests who have not secured their room
booking in writing or by other instruments mentioned above. Such guests have to wait for
the check-out time of 12 noon to secure a room. Even then the first priority with check-ins
is given to those guests with confirmed reservation.

(3) Group Reservations
A group is a body of l5 persons or more. Because it involves volume business hotels
offer special discounts. The discount is given to the tour operator who puts together a total
travel package including hotel accommodation. meals, surface transportation, airline ticket
and sightseeing tours etc.
The package achieves its salability by the discounts given by the individual
providers of the package. The amount of discount given is based on the frequency of group
business given by the tour Operator.
• Group bookings can also come from event management comma convention planners.
corporate training departments, associations, etc. m principles for group reservations
remain the same.

Groups may be classified in many ways:
 Tour groups
 Convention groups
 Participants to a seminar
 Participants of a Training Programme
 Political delegations
 Performing artistes
 Military troops

 Participants of exhibitions, trade fairs, air and motor shows
 Fashion Show organizers and models
 Reunions
 Sports teams and delegations
 Airline crews
 Government delegations
 State visits

• Benefits for the group leader who is a representative of the tour operator.
 Groups of l5-30 pax will earn their tour leader one complimentary room.
 Groups of 3 l-45 pax will earn their tour leader two complimentary rooms.
 Groups above 45 pax will earn complimentary rooms as per the discretion of the
management.

Group reservations and correspondence assume great importance and must be dealt with
quickly and accurately because of the following reasons:
(1) Groups form a major part of business.
(2) The tour operator can only proceed in marketing the package after he secures room
confirmations.
(3) Group reservations demand the blocking of a large number of rooms sometimes years in
advance
(4) A final confirmation of group booking takes longer to materialize.

Group reservations have also peculiar concerns that have to be thought
about by the reservation agents:
1. Agreeing on a rate-The agent knows the muscle he has with booking rooms in volume and wishes to
extract as much discount as possible. The hotels in the city vie for the group business and hotel are very
competitive in this sector.
2. Blocking a volume of rooms that affects regular business may be got at better prices. The
• reservation agent has to balance the probability of filling the rooms with better rates from FlT
• business against getting good occupancy at a lower rate.
1. The reservation agent is also concerned with being able to provide the room mix requested by the agent.
It may even require cancelling confirmed bookings to FITs and seek their displeasure.
2. There is the issue of giving complimentary rooms to group leaders as the international practice. It
becomes critical especially in full season when the complimentary room could be sold at a maximum
rate.
3. The credibility of the tour operator and travel agent especially when they come from overseas it is not
always easy to get business from established agents who squeeze the property for room rates because of
their reputation. Newcomers may be more flexible in room rates but do not have an established
credibility. Adequate precautions have to be taken to protect the hotel from errant agents.

4. As the day comes closer for the group’s arrival, guests come with changes in their room status and
preferences and rooms have to be juggled around to accommodate in such changes. Such preferences
include:
 Request to be on the same floor on which their friends have got rooms.
 Request for adjoining rooms especially for elderly people who come with a medical escort
 Need for special medical assistance-The house doctor should fulfil normal requests but the
challenge comes when there are complications in medical treatment
 Handicapped facilities including wheelchairs, ramps, specially fitted bathrooms, reachable door
locks etc. Facilities for infants and children including baby-sitting services, creche, cribs and
playgrounds
 Non-smoking rooms
 Orthopedic mattresses
 Noiseless rooms (especially for airline crews on odd shifts)

5. A reservation agent has to take the whole hotel services into account on whether the hotel can give the quality
of services required will housekeeping be able cope up with volume room clearances: will the food and beverages
be able to cope up with volume seating and do they have the service equipment to ha d e such volumes; will the
bell service be able to cope up with the volume baggage; or the telephone department to cope up with volume
traffic.
• It is prudent for the reservation agent to insist on a minimum 30-day advance notice should tour
operator or travel agent wishes to cancel a group booking. Should the cancellation occur within 30 day the
hotel may charge a retention charge equivalent to one-night group stay. The principle behind a retention
charge is to offset the inability to sell the booked rooms again. especially in the first few days of the group's
intended stay. Waiving a retention charge by the hotel depends on:
 the size of the group
 relation between the group tour organizer and
 the inability of the hotel to re-sell the cancelled rooms.

Steps in Making Group Bookings
A. Pre-B ooking
1 . G ro up b us i ne s s r e q ui r e s a co nt r a ct to b e d r a wn b e t we e n t he ho t e l a nd
t he gro up o r ga ni z er . T hi s co nt r a ct is e nt e r ed i nt o b y a s e nio r me mb e r
o f t he ma na ge me nt us ua ll y t he Fro nt O ffi c e M a na ge, o r t he S al e s a nd
Ma r ke ti ng Di r e cto r . T hi s is b e c a us e t he v o l u me o f b us i ne s s co mmi t s
so ma n y roo ms a t o ne ti me a nd e a r ns g o o d r e ve nue fo r t he ho t el.
Ho we ve r b e fo r e get ti ng i nto a co nt r a ct t he ma n a g e me n t wi ll i nvit e t he
or ga ni z er fo r a s it e vis it a nd t a ke t he m o n a to ur o f t he ho t el a nd
fa c il it i es to co nfi r m whe t he r t he hot el wi l l s e r ve t he p urpo s e o f t he
or ga ni z er . T he ma na ge me nt wi ll al so c he c k t he a nt e c ed e nt s o f t h e
boo ki ng p a rt y i n t e r ms o f t hei r hi st or y o f ho no ri ng co nt r a ct s a nd
pa yi ng t he ir bi ll s o n ti me . An i mpo rt a nt p a rt o f t he co nt r a ct i nvol ve s
the billing instruct io ns includi ng deposits and payme nt schedul es .
2 . T he r e s e r vat io n a ge nt mus t co nfi r m t he a v ai l ab i li t y o f s uc h a l a r ge
numb e r o f ro o ms at t he d at e a nd t i me o f t h e i nt e nd ed b oo ki ng t o t he
mana ge me nt before they negoti at e the rates.
3 . T he r e s er va ti o n a ge nt mus t t a ke i nto a c co unt t he nu mb e r o f di sp la c e d
r e gul a r b us i n e s s a nd t he i ll wi l l t hat it m a y c a us e . T he y ma y e ve n
wa r n r e gul ar gue st s o f t ho s e b us y d at e s so t hat t he y c a n r e s c he dul e
their visits.
4 . T he r e s er va ti o n a ge nt mus t c he c k wi t h t he food a nd b e ve r a ge
dep a rt me nt i f t he y c a n ha ndl e s uc h gr o up s . R e ad e r s mus t und er st a nd
t hat a gr o up co uld b e a s l ar ge a s 20 00 p er so ns ( a s i n a co nve nt io n) .
Ag a i n , t he r e ma y b e s e ve r al gro up s i n t he ho us e a t t he s a me t i me b y
d i ffe r e n t gro up or ga ni z er s. S uc h l ar ge numb e r s ne ed a d ept me nu
p l a n ni n g , co o ki ng a nd s e r vi c e cr e ws a nd r e st a ur a nt gue st flo w
ma n a g e me n t. T he F &B mus t al so ha ve t he c ap a ci t y i n t e r ms o f
s e at i n g, e q uip me nt . c utl e r y, c ro c ke r y e t c. to s e r vi c e s uc h la r ge
vo lume s.
5 . T h e r e s er va ti o n a ge nt wil l blo c k t h e ro o ms o n t he R e s er va tio n C har t
(Fig. 1 .2 ) once the contrac t is conclud ed .
6 . Op en a separat e file for each new gro up to file correspo nd e nc e .
7 . H a v e t he na me s o f gro up me mb e r s a nd get t he i r roo m d is tr ib utio n
prefer e nc e s if they are sharing rooms.
8 . p assp o rt details to initiate governme nt forma li ti e s if any.
9 . I n fo r m t he food a nd be ve r a ge d ep a rt me nt for me a l ti mi ngs a nd me nu
co mp ila tio n
1 0 . B o o k coache s for sight-s e e i ng tours if required .

B. Pre-arrival
11. Get the exact time of arrival and departure from the organizers in order to advice the
reception have the rooms ready and alert the lobby staff.
12. Name of the group leader to award a complimentary room and initiate communication as
the day of arrival gets nearer.

C. Post Group Stay
13. Give feedback to the management on the performance of The Reservation Chart

Manual System of Reservation, by Phone
Step 1: Pick the phone before the third ring. Since this is the first point of contact of a guest with
the hotel s/he evaluates the efficiency of the hotel on the basis of how the reservation is professional in
the approach. Prompt answering of the phone is the first sign of efficiency. A guest does not want to keep
waiting to attended to. If busy, the reservation agent will say, “Reservation, good morning, I am on taking
another reservation, would you like to stay on the line or may I call you back”. If the guest chooses the
later option; make sure to take the name and telephone number correctly by repeating the information. . If
free, the reservation agent should answer by saying “Reservations, good morning, how may I help you?
Step 2: The guest for reservations on certain dates. Check the status board which gives the status
0f rooms under three categories SOLD OUT, ON REQUEST, and FREE SALE. Inform the guest the status
If the status is sold out say, “I am sorry but the dates are sold out, would you prefer some other dates?"
1} the status is on request say, “I am sorry those dates are on request. I shall take your reservation but
would like you to check with us closer to the date.” If the status is free sale, proceed with the transaction
in step 3. In today’s computerized transaction, the status chart can be pulled up on screen.
Step 3: Say, “We would be pleased to reserve a room for you on those dates. May I have the
following particulars please?” This is an opportunity to up-sell rooms with higher room rates by saying,
“Sir fora few dollars more I can give you a room with a view of the ocean”. Always mention benefits to
the guest when selling a superior room. Always keep the Reservation Form given below, ready with a pen
that writes and take down the particulars on the form itself. The particulars will include:

The particulars will include:
• The name of the guest. Make sure that the spellings of names are taken down accurately
by repeating the spelling back to the guest. A Smith can be spelt in many ways such as
Smyth, Smidtt, Smithe etc. We do not want the receptionist to mistake the guest for another
One at the time of check-in.
• Full address and the telephone contact number of the guest. If the guest is on a
company account then the name of the company is noted.
• Type of room requested such as single, double, suite
• Number of persons going to stay in the room for there are separate charges. Most
hotels do not permit more than a couple in a room unless the third person is a child below
12 years as per international policy. An infant would attract a crib rate while a child an
extra bed rate

• Date of arrival, including if possible, flight number and time of arrival. This helps the
reception to fine tune their room allocation process. A hotel charges for a room from noon
to m noon. If a guest is to arrive early in the morning a room will have to be kept the
previous night. The
• guest must be informed about this.
• Date of departure including time. If the guest leaves after 12 noon but before midnight a
late
• charge may have to be levied and the guest informed accordingly. 0 Billing instructions are
the most important information while taking the reservation. There are many Options a
guest may have:

 P a yi ng b y c r e di t c a rd . T he r e s er va ti o n a ge nt mus t a s c e rt a i n i f t h e cr e dit c a rd i s a c c ep t ed b y t he es t abl i s hme nt . T hi s i s e sp e c i al l y t r ue fo r
for e i gn gue st s. T he c r ed it c ard numb e r mus t b e t a ke n t o b e c ha r ged for a ni ght i n c as e o f a no -s ho w. M a ke s ur e o f no ti ng t he e x pir y d a t e o f
the card .
 P aying b y cash.
 Co mp a ny p i c ki ng t he roo m c ha r ge s . T he r e s e r vat io n a ge nt wil l a s c e rt ai n whe t he r t he r e is a co nt r a ct r a t e for a c o mp a ny. I f no t a for ma l l e tt e r
from the company is rammed accepti ng the charge .
 P a yme nt ma d e to t he t r a vel a ge nt i n ad va nc e . T he t r a ve l a ge nc y wi l l i s s ue a M i s c ell a n eo us C ha r ge Vo uc he r (M C O) i n s uc h ci r c umst a nc e s . T he
reserva tio n agent must note this infor mat io n.
 Advanc e deposit is asked for longer stay to secur e the hotel agains t any defaul t in payme nt o r a no -sho w becaus e the room/s has to b e blocked .
 P repayme nt in full is asked for doubtful guests, especial l y during busy seasons.
 T he sp e c i al r e ma r ks c ol umn wi l l e nt er i nfo r ma t io n s uc h a s ne ed f o r t he hot e l co a c h o r li mo usi ne , wh e e l c h a ir , no n -s mo ki ng roo m, ke nne l fo r a
d o g etc.
 It is i mpo r t a nt to co nfi r m t he n a me a nd numb e r o f t he c al l er . O ft e n t he b oo ki ng i s mad e b y s e cr e t ar i e s, tr a ve l a ge nts , fr i e nd s. et c . It is not
neces s ar y that the guest is making the booking directl y.
 Note the name and numb er o f the reservat io n agent in case a booking has to b e refer r ed to b y the recep tio n at the time o f registr a tio n .
 Note the date of the booking to comple t e all infor ma tio n .
• I n t he co mp ut er i z ed s ys t e m, t he a g e nt c a n c al l up a bl a nk for m o n t he s c r e e n wi t h si mi l a r i nfo r ma t io n. h e ke ys i n t he i nfo r ma t io n t hat i s l i nked
to other charts as the reserva tio n chart, arrival list, VIP list, source o f booking, etc. keeping Other d o cume nt s updated simult a neo us l y.

Step 4: it is important to ask the party to send a written confirmation of the
reservation request by saying, “Sir/Madam may we request you send this reservation request
in writing to give you a confirmation. we shall provisionally retain a room for you till then".
Step 5: Thank the caller and welcome him going the confidence of a right choice.
Step 6: Type out the reservation slip below in two copies. One is mounted on the
reservation rack while the other is stapled to the reservation form and filed. In computerized
system, this is not necessary as the electronic registration form has already sent information
to the arrival list.

Step 7: Block off rooms on the Reservation Chart
Step 8: The Reservation Form and subsequent correspondence are placed in the file
for each day of the month in the filing cabinet. When the day arrives, the reservation rack of
the day and the file of the day is taken out by the receptionist, to prepare for the guest
arrivals. A computerized reservation system also sorts information above. The reservationist
can punch in a date that displays all arrivals of that date on the screen.

Below is a list of requests:
Arrival:
 Hotel coach or limousine services
 A name display board by the driver at the airport.
 Wheelchair at the porch
 Pre-registration
 Early arrival
 Security service (dignitaries, celebrities)
 Confidential check-in (celebrities)
 Welcome drinks (groups. dignitaries, celebrities) 0 Exclusive check-in counter (groups,
delegates)

• Room:
 Extra pillows
 Orthopedic mattress
 Non-smoking room
 Room for the handicapped
 Adjacent room allocation
 Interconnecting rooms
 Rooms with preferred views
 Full bar
 Celebration cake in room
 Chilled Champagne in bucket
•

• S e r v i c e s :
 S a f e t y d e p o s i t f a c i l i t y
 L e f t l u g g a g e f a c i l i t y
 K e n n e l s e r v i c e s
 B a b y - s i t t i n g s e r v i c e
 M e e t i n g r o o m s
 S e c r e t a r i a l s e r v i c e
 F l o r i s t s e r v i c e
 E x p e c t i n g i m p o r t a n t m a i l
 S p e c i a l i s t m e d i c a l s e r v i c e s
• B i l l i n g :
 L a t e d e p a r t u r e
 M a s t e r f o l i o ( f o r g r o u p s )
 S p l i t f o l i o ( f o r t w o s h a r i n g a r o o m )

7. Reservation. Hotel Front office department

7. Reservation. Hotel Front office department

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