This document discusses front office services related to receiving and processing hotel reservations. It outlines different types of reservations including regular, confirmed, and guaranteed reservations. It describes methods for guaranteeing reservations such as credit cards and deposits. It also lists sources of reservations like letters, email, fax, phone, and walk-ins. The document provides details on processing reservation amendments and cancellations including noting dates/times and contacting guests. It covers controls of reservations like closing out bookings and overbooking, as well as steps for effective selling like knowing the product, guest, and matching them.

1. MODULE 4 :
RECEIVE AND
PROCESS
RESERVATION
FRONT OFFICE
SERVICES

2. Hotel conversation

3. Types of reservation
1. REGULAR RESERVATION
2. CONFIRMED
RESERVATION
3. GUARANTEED
RESERVATION

4. METHODS TO
GUARANTEE A
RESERVATION
1. CREDIT CARD
2. ADVANCED DEPOSIT OF PARTIAL
PAYMENT
3. TRAVEL AGENTS
4. CORPORATE ACCOUNTS
5. IN-HOUSE VOUCHER

5. SOURCES OF
RESERVATION
1. LETTERS
2. E-MAIL OR INTERNET ACCESS
3. FAX
4. TELEPHONE/CELLPHONE
5. WALK-IN/ IN PERSON

6. AMENDMENTS
- RETRIEVE THE
ORIGINAL
RESERVATION
- NOTE DATE AND TIME
AMENDMENT RECEIVED

7. AMENDMENTS
- RECORD CONTACT
NAME OF PERSON
AMENDING
- UPDATE MANUAL OR
COMPUTERIZED

8. AMENDMENTS
- FILE AMENDED
RESERVATION
- THANK CALLER

9. AMENDMENT in
reservation
1. EXTENSION OF STAY
2. EARLY DEPARTURE
3. ROOM CHANGE
4. EARLY ARRIVALS
5. WALK-INS

10. cancellation
- RETRIEVE ORIGINAL RESERVATION
- NOTE DATE AND TIME
CANCELLATION WAS RETRIEVED
- RECORD CONTACT NAME OF
PERSON CANCELLING

11. cancellation
- FILE CANCELLED RESERVATION
- APPLY CANCELLATION FEE AS PER
HOTEL POLICY
- THANK CALLER

12. Control of
reservations
1. CLOSE OUTS
-REFUSAL OF BOOKINGS FOR
CERTAIN DATE
2. OVERBOOKING
-ACCEPTING MORE
RESERVATION THAN THERE IS SPACE
AVAILABLE.

13. Four steps to selling
1. KNOW YOUR PRODUCT
2. KNOW YOUR GUEST
3. MATCH THE GUEST TO THE BEST
ALTERNATIVE
4. ALWAYS SELL THE PRODUCT
BEFORE THE PRICE