Session on Front office Operations; Reservation Form, Group Reservation ,cancelation Process, confirmation, Arrival, Reception and check in, check out Process.

1. Session on Reservation Process and Check In

2. Speaker Profile
Md. Shaifullar Rabbi
Professional Experiences
Lecturer- Dept. of Tourism & Hospitality Management,
Daffodil Institute of IT,Affiliated National University
Industry Assessor - Bangladesh Technical Education Board
(Ticketing and Reservation-Tourism & Hospitality Sector)
Former Coordinator & Lecturer- DBA, IBAIS University
Guest Lecturer – BTHM,IBAIS University
Resource Person & Trainer- Sheikh Hasina National Institute
ofYouth Development
Resource Person &Trainer - ATABTourismTraining Institute
Resource person & Trainer- Bangladesh Hotel Management
TourismTraining Institute
Former Manager Sales- Mamun Air Service
Founder -Travel Memoria
Educational Qualifications
MBA & BBA-Major in Tourism &
Hospitality Management, University of
Dhaka.
Certified NTVQF Level -4/Assessor Part
(Ticketing And Reservation)
Completed Diploma Course in Travel
Agency &Tour Operation Management
Certified NTVQF Level 2 Course entitled
Ticketing & Reservation
Certified NTVQF Level 1 Course entitled Tour
Guiding

3. Reservation
Reservation is a complete process
of booking that is conducted by
to parties i.e. one guest or
customer and next one is hotel
reservation section.
1. Guaranteed Reservation
2. Non Guaranteed Reservation

4. Guaranteed Reservation
In the guaranteed reservation, the hotel assumes that
guest that the required rooms shall be blocked after
confirmation. Under this the hotel agrees a hotel a room
until a specific time of reservation following variation in
the advance payment for guaranteed reservation are:
i) Advance deposit: An advance deposit guaranteed
reservation requires that the guest pay the hotel the
anticipated amount of money before arrival.
ii) Pre-payment: This requires full payment prior to the
guest arrival. This is normally the most desirable form of
a guaranteed reservation.
iii) Credit card: Guaranteeing reservations through
credit card are most popular method of payment in the
business hotel. Depending upon the financial status and
money in bank, the credit card is issued to the
buyers/clients.
iv) Travel agents: Guest pays the travel agent in advance
for their tour packages and the travel agent guarantees
the clients reservation. In case of no show the hotel
generally bills the travel agency for payment and
according to agreement.
v) Corporate guarantee: This is a contractual
agreement between Corporation Company and hotel
which state that the corporation will accept financial
responsibility for any no-show guest.

5. Non-Guaranteed Reservation
It is a provisional reservation. In this
reservation, neither there is any legal
process of confirming the room nor is any
payment for the advanced deposit made.
Non-guaranteed is a provisional
reservation in which room revenue is not
secured.

6. Reservation Process and Procedure
Reservation is a complete process of
booking .The procedure of
reservation are:
Enquiry for reservations
Determining the room availability
Excepting the request
Documenting the reservation
details
Confirming the reservation request
Maintaining the reservation record
Compiling the reservation report

7. Enquiry for Reservations
• Name of the guest
• Date of arrival
• Date of departure
• Desired room type
• Desired room rate
• Required number of rooms
• Desired room plan
• Contact address and number Special
recommendation

9. Determining the Room Availability
The second most important step in
reservation is determining the room
availability. In this process we check the
demand of guest encoded during the
first step. The availability can be
checked by referring to forecast chart,
conventional chart or density chart. In
fully automated system we can begin
check in the same availability by
computerized system or software.

11. Excepting the Request
Now after check in the room
availability in hotel we are
able to expect or deny the
reservation request. Expecting
can be done if the request is
fully validated by the
availability formats and
system, where as vice versa can
be conducted for denying.
Exceptional: In few cases
reservation personnel an up
sale another room of same
criteria or higher by conveying
or motivate the customer or
guest.

13. Documenting the Reservation Details
After accepting or denying reservation
next process is documentation.
Documentation is conducted by
reservation staff by completing undone
part of reservation form with the
necessary details of guest who is about
to stay.

15. Confirming the Reservation Request
After documenting the details of a
guest we need to confirm the room
to a guest confirmation are generally
done by dispatching a confirmation
letter to the guest by having a
guaranteed reservation and may be
sometime non-guarantee too.

17. Maintaining the Reservation Record
After confirming a room to the guest we need to
make a reservation record for each and every
booking made. The records can be maintained or
processed in two ways:
a) Documenting the original reservation
b) Modification of reservation
Compiling the Reservation Report
Now after completion of reservation record we
need to prepare the report of reservation dept. on
either basis of date, week, month or year.

18. Room Booking Process: Before Booking
To book a hotel room with the best
chance of satisfying your wallet and your
needs, you'll spend almost all of your time
searching for the right place. To maximize
these efforts you should take advantage
of internet travel sites, consumer reviews,
and travel agents. Follow these steps and
you should be in good shape:
• Browse travel websites
• Take a look at cancellation policies
• Read the reviews
• Look up the location
• Call ahead
• Contact a travel agent for exotic or
remote destinations

19. Booking and Arrival
Once you're ready to book a hotel room, there
are still a few more questions that you should
confirm before committing and certain actions
you should take to preemptively avoid hassles
and headaches upon arrival.
Before committing to book your room, find
out:
• The amount of the deposit.
• The cutoff date for cancelling your reservation with
incurring a penalty (for most hotels it is 24-48 hours before
arrival, or else you will be charged the first night's stay on
your credit card).
• Any discounts the hotel offers (senior discount, government
discount, military, etc.)
• Check-in and check-out times. If you're going to be
checking in very late, be sure to inform them so they don't
give your room to another patron. Hotels have a custom of
overbooking rooms, and have been known to bump very
late arriving guests.
• If they charge any extra fees for your stay (resort fee,
parking, etc.)
Request the type of room
Book with a credit card
Confirm the reservation
Get it in writing

20. Group Bookings
A Group Room Booking will
consist of minimum 7 or more sleeping
rooms a night. (Depending upon
the hotel policy) Bookings for rooms
less than 7 will be handled through
the Reservation Department or Front
Desk Team. Sales team and Event
Coordinator should ensure a highly
focused approach to handle the
conference / group booking requests.

23. H
otelR
eservationSoftw
are
• inroad
• Cloudbeds
• WebRezPro
• Little Hotelier
• HotelKey PMS
• RoomKeyPMS
• Smart Hotel
• ResNexus

24. CANCELLATION POLICY
1. Standard Rate: The cancellation is free of charge 7
days prior to the date of arrival, after this time we
charge you 90% the room rate as cancellation
fee, if we could not sell the room more.
2. Non Refundable Rate: For the non refundable
bookings are no cancellation or changes possible. In
case of a cancellation, 90% of the total amount will be
charged as cancellation fee.
3. During the FAIRS we have special cancellation policy:
Free of charge up to 8 weeks prior the date of arrival,
after this time we'll charge 90% the room rate if we
could not sell the room.
4. Group booking ( 3 rooms and more ): Guests booking
more than 2 rooms are required to pay the total cost of
the booking in advance. If cancelled or modified up to
60 days before date of arrival, no fee will be charged. If
cancelled or modified later or in case of no-show, 90%
of the reservation will be charged.

25. HowTo PrepareYour Hotel Ready Before Guest Arrive
1. Make Sure Staff Are Prepared
2. Double Check Rooms Have Been Cleaned
3. Be Prepared For Anything
4. Check With The Front Desk Whether Everything Is In
Order-
• Making sure the keys or key cards are in their right
slots so a room mix-up isn’t a problem
• Making sure they know who is booked in for the day
and who is checking out to make the transition
period an easy one for guests
• Calling anyone back who may have enquired about
booking with the Hotel
• Transferring complaints to your complaint managers
• Ensuring the cleaners know when checkout is issued

26. Guest Registration
After a guest arrives at the hotel,
the front desk agent should complete the
guest registration process. This is to make
sure that the guest registration is
completed as per the hotel standard and
also to collect important guest
information’s. Guest is also asked to sign
on the printed registration card as a
statutory requirement and also to verify
that the details provided on the
registration card is accurate. When Guest
arrives at the reception to check in:
• Great the guest.
• Enquire the Last name / First name of
the guest.
• Search for the reservation record and
print registration card

27. Present the Registration Card to
guest for verifying / reconfirming
preprinted details Like :
• First Name, Last Name
• Arrival Date &Time
• Departure Date, Expected time
of departure.
• Room Rate
• Room Number
• RoomType
• Method of payment
• Billing instructions
• Meal Plan
• Request for ID Proof for local
guest and Passport and Visa
details for foreigners

30. Following Details to be Completed
• Salutation
• Designation
• Company Name
• Address Home / Business
• City, Country
• Postal Code
• Telephone / Fax / Mobile numbers.
• Email address
• Contact Number / Person in case
of emergency
• Purpose of Visit

31. Passport Details
• Passport Number
• Nationality and country of residence
• Date of Birth / Anniversary Date
• Passport Issue date and Expiry Date
• Place of Issue of Passport

32. Visa Details
• Visa Number
• Visa issue date and Expiry date
• Visa Place of issue
• Type of Visa
• Proposed duration of Stay in the country
• Arrived from
• Proceeding to
• Explain to the guest regarding late checkout
policy if any
• Request the guest to sign on the Registration
Card
• Scan / Photocopy of Passport and Visa copy
and attach to the registration card.
• Front office assistant to also cross sign the
registration card on the provided field.
• Update the guest details collected on regard
to the Profile of the guest
• File Registration card

33. Check In Procedure
The Hotel Check In Procedure
Template has organized the hotel
check in process to a series of steps
outlined below:
• Greet Guest
• Determine Availability
• Registrations Process
• Collaborate Information
• Enter Details
• Confirm Details
• VIP Guests
• Confirm Baggage
• Assign Mode of Settlement
• Advanced Payment

34. Different types of settlement
The different modes of
payment through which
guest can settle or pay their
bills are:
•Cash
•Cheques
•Credit card
•Company account
•Travelers cheque
•Voucher
Methods of Settlement
• Cash Settlement
1.Currency Notes
a. Local currency
b. Foreign currency
2.Travelers cheque
3. Personal cheque
4. Demand draft
5. Debit card
• Credit Settlement
1.Credit Card
2.Travel AgentVoucher
3.Direct Billing
4.Bill to Company

35. Hotel Check Out Procedure
 The check-out request is received at the front desk or bell desk.
 Send bell boy to transfer the guest’s luggage
 Send departure notification slips (DNS) to all concerned
departments
 Alert all points of sale to rush last-minute credit transactions
 Update the guest folio
 The guest arrives at the front desk and hands over the room
keys.
 The cashier prepares the master bill and presents for review.
 The payment is received from the guest
 The front desk makes the ‘luggage out’ pass
 Marketing activities are carried
 Communicate the check-out information to other concerned
departments.
 The front office assistant updates the following front office
records:
 Current room status
 Guest history card.

36. Hotel Check Out Procedure
The Hotel Check Out Procedure
Template has organized check out
processes into a series of steps outlined
below:
• Ask About Stay
• Enquire Over Additional Charged
• Verify Account Information
• Confirm Payment
• Check Messages
• Final Checks
• Update Room Status
• Guest Fill History
• Request Guest Satisfaction Survey
• Checkout Completion

37. Potential Check-out Problems and Solutions
• Late check out
• Long queues at the cashier counter
• Improper posting of charges in the guest folio

38. Qualities of Front office Personnel
• Pleasing personality
• Highly organized
• Time management
• A strong team player
• Strong communication skills
• Good dressing sense
• Good at multi-tasking
• Up to date with technology
• Know about the company
• Reliable
• Great listener
• Polite
• Keep yourself engaged
• Efficient customer handling
• Stay away from gossip

39. Public and Private Jobs
• Bangladesh Civil Service
• Civil Aviation Authority of
Bangladesh
• Bangladesh Parjatan
Corporation
• BangladeshTourism Board
• Biman Bangladesh Airlines
• Faculty, Universities & Colleges
• Destination Management
organization
• Public & Private Banks
• Multinational Companies
• Event Management Firms
• ExclusiveTourist Zone

40. Travel and Tourism Oriented Business & Jobs
• Entrepreneurship Development
• Airlines Company
• Airport Service
• Accommodation Operations
• Transportation Services
• Cruise Companies
• Travel Agency
• Tour Operator
• LocalTourism Organization
• Tour Guiding
• Tour Conductor
• Meeting and Event
Management
• Leisure, Recreation and Sports
Management
• Amusement Park

41. Hospitality Oriented Business & Jobs
• Airlines Operations
• Hotels, Motels, Resorts
etc.
• Cruise ship
• Picnic Spot
• Highway Inn
• Outdoor Catering
(Transport, Institutional,
Medical, Hospitals etc.)
• Chain Restaurant
• Cafe & Bar
• Beverage Companies
• Convention centers
• Pub, Fast Food Corner,
Golfers Inn

42. Thank you All
Only Fail When you Stop