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Front office Operations and Reservation

The document outlines the reservation and check-in processes in the hospitality industry, detailing the roles of different personnel and reservation types such as guaranteed and non-guaranteed reservations. It includes a comprehensive breakdown of reservation procedures, guest registration, payment methods, check-out protocols, and staff qualities necessary for effective front office operations. Additionally, it touches upon the various opportunities and roles available in the tourism and hospitality sector in Bangladesh.

Career◦
Session on Reservation Process and Check In
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
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
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.
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.
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
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
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.
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.
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.
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.
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.
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
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
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.
H otelR eservationSoftw are • inroad • Cloudbeds • WebRezPro • Little Hotelier • HotelKey PMS • RoomKeyPMS • Smart Hotel • ResNexus
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.
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
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
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
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
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
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
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
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
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.
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
Potential Check-out Problems and Solutions • Late check out • Long queues at the cashier counter • Improper posting of charges in the guest folio
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
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
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
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
Thank you All Only Fail When you Stop