Front Office Services-Hotel Reservation in Hotel

RESERVATIONS
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RESERVATION FORM

Defining Reservations
• Reservation in the hotel industry is
defined as ‘blocking a particular type
of guest room (e.g., single room,
double room, deluxe room, executive
room, suite, etc.), for a definite
duration of time (i.e., number of days
of stay), for a particular guest’.

Importance of Reservation
– Importance of Reservation for the Hotel:
• Gives the first impression of the hotel to guests.
• Sells the main product of a hotel (accommodation).
• Generates customers for other departments.
• Provides important management information to other
departments.
• Importance of Reservation for the Guest:
• Assurance about accommodation:
• Choice in the type of accommodation
» Type of room or suite
» As per the guest’s
» Preference of floor, view, and personal choice or low-
floor room; sea view/pool view/garden view/monument
view room; smoking/non-smoking room; etc.
• Receive correspondence at the hotel address

TYPES OF RESERVATIONS

TENTATIVE RESERVATION
• It is a reservation request that a prospective
guest makes on a tentative basis for particular
stay dates. The hotel holds the room for the
guest till a cut off date, by which the guest
should confirm the reservation. Upon
confirmation from the guest the hotel changes
the tentative reservation to a confirmed
reservation, otherwise it cancels the tentative
reservation, and updates its records
accordingly. www.indianchefrecipe.com

WAITLISTED RESERVATION
• A reservation is waitlisted when the requested category of
room is not available for the requested dates.
• The waitlisted reservation is confirmed when the hotel
receives a cancellation request for a room of the same
category.
• This way the hotel ensures that its rooms will not remain
vacant in case of cancellations.
• The hotel does not guarantee a room for waitlisted
reservations; it is understood that the guest will be
assigned a room only in the case of a cancellation or a no
show.

CONFIRMED RESERVATION
• Once a guest confirms a reservation
request, the hotel blocks a room for
specified stay dates and sends a written
confirmation of the same to the guest. A
confirmed reservation can be of the
following two types:
–Guaranteed reservation
–Non-guaranteed reservation

GUARANTEED RESERVATION
• A guaranteed reservation is a confirmation that the hotel will hold
the reserved room for the guest and not release it to any other
guest even if the guest doesn’t arrive on time.
• This requires the guest to make an advance payment (part or full,
depending on the hotel policy and the hotel occupancy for the
requested stay dates), irrespective of whether the guest avails the
reservation or not, unless the reservation is cancelled according to
the hotel’s cancellation procedures.
• The guaranteed reservation can be obtained through one of the
following ways:
– Pre-payment
– Contractual agreement
– Allotment www.indianchefrecipe.com

PRE-PAYMENT
• A guaranteed reservation requires the payment of the
room rent or a specified amount in advance, known
as pre-payment. As the hotel holds the room for the
guest even after the cancellation hours, pre-payment
protects the hotel from any loss of revenue in case of
a last moment cancellation or a no-show.
• Pre-payment can be made by sending demand draft
or depositing cash at the hotel.
• Cash deposit is the most preferred mode of accepting
guaranteed reservation

CONTRACTUAL AGREEMENT
• guaranteed reservations. According to such a contract, the hotel confirms the
reservation for the individual or a person referred by the company on a
guaranteed basis, and the person or the company agrees to pay for the
reservation, even in the case of a no-show. Hotels may have contractual
agreement with the following:
• Travel agencies/Tour operators
• Corporate houses
• Travel Agencies/Tour Operators: Travel agencies and tour operators make bulk
purchases of rooms at a relatively low contracted price. They guarantee the hotel
a minimum number of room nights in a particular period and agree to pay the
room charges even if they are unable to fill the number of rooms as per their
agreement with the hotel.
• Corporate Houses: In this case, a company or a corporate body may enter into a
contract with a hotel, whereby the company guarantees payment for its
employees or sponsored guests and accepts the financial responsibilities for any
no-shows. www.indianchefrecipe.com

ALLOTMENT
• It is set of rooms blocked for a particular
period of time for a company or a group.
this type of reservation is made for
conferences and conventions and private
parties
• it is controlled by reservation manager or
reservation co-coordinator on their
operational checks or daily basis

NON-GUARANTEED RESERVATION
• When a guest confirms her reservation at a hotel but does
not guarantee it with an advance deposit, it is treated as a
non-guaranteed reservation. In this type of reservation, the
hotel agrees to hold the room for the guest till the
cancellation hour, unless the guest informs the hotel about
her late arrival.
• The cancellation hour is the time fixed by a hotel after
which a non-guaranteed reservation stands cancelled and
the room is released to a walk-in guest—it is generally 6
p.m.

Modes of Reservation

Modes of Reservation
Inquiry
• The process of reservation begins with an
inquiry. A guest may contact a hotel for
reservation either through:
–Written Mode
–Verbal Mode

Written Mode
• When a reservation request reaches the hotel in
writing, the mode is classified as a written mode of
reservation.
• The advantages of the written mode of reservations
are that they are clear, unambiguous, and provide a
written record for the hotel, which can be referred to
in case of any miscommunication or confusion. The
correspondence with the guest is filed for future
reference.
• The various written mode for reservation request are
as under:
–Letter
–Fax
–Telex
–E-mail www.indianchefrecipe.com

Written Mode-letter
16/12/1996
Dear sir/madam
I am writing a letter to make a reservation in your hotel my name is Suellen malathion from
u k.Me and my family decided to spend vacation in your hotel its a three days and two night, we
will arrive on 3rd July early morning 6am we are four member i will be happy if u will cheque
availability email me all detail regarding your hotel service
i need to know room rate for this date, we need see view side room if possibly and it will be
more happy if its near to beach my children will enjoy to i want to know some more information
about food and shops or if any good package for family it will be great news for me about water
park around u because my children is very excited for water game which are famous in your city
I want to schedule some activities in this trip.
waiting to hearing soon
best regards,
Suellen
North avunue 54
Long island
USA
36469115478 www.indianchefrecipe.com

Written Mode-letter

Written Mode-Email

Verbal Mode
• Reservation requests may also be made through oral
communication known as verbal mode of reservation
request
• The advantage of oral communication is that it is fast,
convenient, and generates immediate response or
feedback; and one can get the complete information
and clear any doubts through oral communication.
• The disadvantage is that it does not provide a
permanent record.
• The various modes of verbal reservation request are as
under:
–Telephone
–In person

Sources of Reservation
Sources of
Reservation
Direct
Intersell
Agency
Agency
Central
Reservation
System
Global
Distribution
Corporate Bodies
Companies Non-govt
orgization
Institution
Airlines
Tour
Operator
Travel
Agent
Government
Bodies Hotel websites

Sources of Reservation
• A hotel receives reservation requests from different
sources like:
–Direct reservation
–Central reservation system
–Inter-sell agencies
–Global distribution system
–Corporate bodies
–Government sector
–Hotel websites www.indianchefrecipe.com

Direct Reservation
• A reservation request that a hotel receives
directly from an individual or a group
without a mediator is known as a direct
reservation.
• The direct reservation request is
processed by the reservation manger and
his team of reservation assistant in large
hotel. In case of a small hotel the same
may be processed even by receptionist

Central Reservation System
• Central reservation system (CRS) is a computer-based reservation
system, which enables guests to make reservations in any of the
participating lodging properties at any destination in a single call. The
central reservation office typically deals with direct guests, travel agents,
corporate bookers, etc. by means of toll-free telephone numbers.
• The CRS is of two types:
– Affiliated system: In affiliated reservation systems, all the
participating hotel units belong to the same chain or group, like
Welcome net by Welcome group of Hotels, Holidex by Holiday Inn
Hotels, Image by Hyatt Hotels, and ITT by Sheraton Hotels.
– Non-affiliated system: Non-affiliated system is a subscription-based
system, designed to connect independent or non chain properties, like
the Leading Hotels of the World (LHW), Small Luxury Hotels of the
World (SLH). This enables non-chain properties to enjoy the benefits
of CRS.

INTERSELL AGENCIES
• Intersell agencies: An intersell
agency is an agency that deals with
many products such as hotel
reservations, car rentals, travel
arrangements, tour operations, airline
reservations, railway bookings, etc.
• EG : make my trip, travel guru

Global Distribution
System
• Global distribution system (GDS) is a worldwide computerized
reservation network, which is used as a single point of access for
reserving hotel rooms, airline seats, rental cars, and other travel-
related items by travel agents, online reservation sites, and large
corporations. GDS provides a bundle of products and services to
the prospective user across geographical boundaries.
• Some examples of GDS are:
– Amadeus IT
– Galileo CRS
– SABRE
– Worldspan

Global Distribution System
– Amadeus IT : it is owned by amadeus IT group and it formed
in 1987 and used hotel booking, airlines, cruiselines,travel
agencies
– Galileo CRS: it was found in 1971, introduced by the apollo
computer reservation system ,booking and tracking and it is
used by travel and tourisim people and it allows a single
record be created for multiple airline bookings
– SABRE: full form is semi automated business research
environment, it is used by airlines,hotels,travel
agents,railways and it found in 1960
– Worldspan : it is used by travel agents and tour operators
and hotels and it created in 1990 by delta airlines

SOURCES OF RESV
• Corporate bodies: Hotels also receive bookings from
companies (FMCGs, pharmaceutical, etc.), non-
governmental organizations (such as Care, Oxfam,
Red Cross, WHO, etc.), and institutions (which may
be educational, financial, banking, etc.).
• Government sector: Hotels receive bookings from
government sectors such as public sector
undertakings, embassies, and consulates.
• Hotel websites: A hotel’s website is another potential
source for receiving reservations. The website
contains a link for reservation requests. By clicking
the link, guests can make a hotel reservation as per
their requirements from the comforts of their
house/office/cyber cafe.

Systems of Reservation
SYSTEM OF RESV
MANUAL SYSTEM
DAIRY SYSTEM WHITNEY SYSTEM
AUTOMATIC SYSTEM

Systems of Reservation
Depending on the needs of the hotel and the volume of business, a hotel may
adopt either:
• Manual System : In a manual system, all the reservation records are
maintained manually. This old system of reservation is suitable for a small
property, where the number of rooms is less and the volume of reservation
requests is also low.
• Automatic System: Automated reservation systems are computerized
reservation systems that are used to store and retrieve room status
information and conduct transactions.
– The information stored in the automatic system is the same as in a manual
system. However, the processing of reservation request does not require
manual study of bed room journals, density charts, or conventional charts.
– The reservation assistant can check the availability of rooms by clicking on a
link on the computer.
– In this system, the reservation information is keyed into the electronic format
of the reservation form, and this information is transferred to the central server
where the room status is updated automatically.

Manual System of
Reservation
• The hotel may use one of the following systems of manual reservation:
 Diary System of Reservation
 Whitney system of reservation
• Diary system of reservation: As the name suggests, in this system a daily
diary is kept, in which the reservation agent lists all arrivals due on a particular
day.
– It is usually kept on a loose-leaf basis.
– The top page represents arrivals on the current date; this is removed
– and sent to the front desk for receiving the guests.
– The hotel booking diary may be hard bound also. The diary system of
– reservation is only suitable for very small properties.
– The tools used in diary system of reservation are as under:
• Booking diary
• Room status board/ reservation journal
• Expected arrival list/ Movement list
• Cancellation register
• Black list

Diary system of
reservation
s.no
Date of
booking
Name of the
Guest
No.of
Pax
Address
and Tel ETA
Type and
no.of
rooms
Room
rate
Date of
Departure
Booked
by and tel Billing inst Remarks
Signature
of clerk
1 10.02.02 Mr.James 1 8.00 AM Single EP / 800/- 13.04.02 TCI Bill to TCI Late arrival
2 15.02.02 Mr&Mrs Kamal 2 10.00AM Double AP/1500/- 16.04.02 Direct Direct
Facing
pool side
3 18.02.02 Mr&Mrs.Sunil 2 1.00 AM Double
MAP/
1400/- 21.4.02 SITA Direct
Quiet
Room
4 1903.02Mr.Balu 1 2:00 PMSingle CP/700/- 21.4.02
Caltex
India Direct
Car at
Airport

Whitney system of
reservation:
• This system of room reservation, developed by the American
Whitney Duplicating Check Company, is suitable for small
and medium properties–with up to 150 rooms. It is based on
the use of standard size slips, known as Whitney slips or
Shannon slips, which can be held on a metallic carrier on
Whitney racks.
• The advantages of using Whitney system are as under:
– Bookings can be kept in order of the date of arrival.
– Booking records may be arranged in alphabetical order.
– The racks and carriers can be used over and over again. The running
expense is only of the slips.
– The Whitney racks are placed vertically, saving storage space

Whitney SLIP
DATE OF
ARRIVAL
NAME OF
THE
GUEST
ROOM TYPE RATE DATE OF
DEPARTURE
MODE OF
RESERVATION
RESERVED
BY
DATE
RECEIVED
AGENCY IF ANY
BILLING
INSTRUCTIONS
CONFIRMATI
ON DATE

ROOM AVAILABILITY CHECKS
ON MANUALLY
ROOM AVAILABILITY
BED ROOM
JOUNAL
CONVENTIONAL
CHART
DENSITY
CHART

BED ROOM JOURNAL
• It is similar to the reservation diary
• It is tiled with date-wise squence
• Ecah page of journal contains the occupancy
of the room
• Eg : if the guest has made a reservation from
10th -14th nov. then his/her name and roomno
will be entered in 4 pages

BED ROOM JOURNAL
DATE :10/11/14
NAME OF THE GUEST ROOM NO PARTICULAR
Mr.Surnader 316
DATE : 11/11/14
NAME OF THE GUEST ROOM NO PARTICULARS
MR.Surander 316

CONVENTIONAL CHART
It is also known as advance letting chart
It is improved version of bed room journal
The chart is prepared for every month hence we required 12 charts in
a year
Name of the guest is written between days of their stay indicating by
symbols < …..>
Disadvantages :
1.There is problem in case of long staying guest and short stays
2.Chart becomes untidy in case cancellations or amendments
3.It used for medium hotels only
4.Counting of rooms is difficult
5.No overbooking can be taken

CONVENTIONAL CHART
MONTH :
APRIL
TYPE&
NO.OF
THE
ROOMS
1 2 2 4 26 27 28 29 30
DOUBLE
201
< - - ->
SINGLE
103
DELUXE4
05
< - - ->
LUX 605
CLUB 706 <- - - - - - >
CABANA9
05 www.indianchefrecipe.com

DENSITY CHART
• It is developed to over come the problemsof
conventional chart
• It has rooms catergory for the duration one month
• Vertical coloum indicates date and horizontal coloum
indicates individual rooms
• It is indicated by (/) for indicating reservations
• It can take over bookings
• ADVANTAGES:
• 1.short stay problems are solved
• 2.large hotels will use this system
• 3.counting or rooms will be easy

DENSITY CHART
MONTH : JAN. 2010
TYPE OF
ROOM
SINGLE
DATE NO.OF
ROOMS
1 1 2 3 4 5 6 29 30 31
2 / / / / / /
3 / / / /
4 / / / /
31 / /

AUTOMATIC SYSTEM
• It is computerized system
• All data is stored and no manual work is done
• Here reserv assist can check hotel position
directly system , he/she no need to check book
journal , conventional chart or density chart
• If request is updated in system it will
automatically block the room
• Accept ,amend and cancellation can be done
without dirty of pages
• Nowdays CRS and GDS are used in hotels

Processing Reservation
Every hotel has its own standard operating procedure (SOP) to deal with a reservation
request from a guest. The standard procedure of responding to a guest’s reservation
request is first receiving the reservation inquiries, then determining room
availability, and then accepting or denying the request for reservation.
• Receiving Reservation: The request for a room reservation may reach a hotel from
any one of the various modes discussed earlier.
• Determining Room: The following information will help to determine the
availability of the room requested by the guest:
• Date and time of arrival.
• Date and time of departure.
• Number and type of rooms required.
• Number of persons in the party.
• Accepting or Denying Reservation: Once the reservation agent has established the
availability of the room for the guest, she will either accept or deny the reservation
request and conclude the processing of reservation request.

Processing Reservation
• Amending Reservation: When guests with confirmed reservations
change their travel plans, they convey the same to the hotel. This
change–in the type of reservation (guaranteed or non-guaranteed),
date of arrival, duration of stay, type of room, etc.–is termed as
amendment.
– In case of amendments, the hotel has to check the availability of rooms again
as per the fresh details given by the guest.
– The changes are recorded in a specialized form known as the reservation
cancellation/amendment form
• Cancellation of Reservation: The cancellation of a reservation
occurs when a guest with a confirmed reservation informs the hotel
about her intention to cancel the reservation.
– As cancellation might lead to the loss of room revenue, hotels discourage
cancellations by imposing retention charges

GUEST HISTORY CARD
• Guest history records:
•  Guest history records are collections of personal & financial data about guests
who have stayed at the hotel. Maintaining guest history records helps the hotel
better understand its clientele and determine guest trends when they develop.
Moreover, these very records might serve as a source of mailing list or to identify
guest characteristics that are important to strategic marketing. In addition, they
serve as to develop and place advertisements that appeal to the types of clientele
the hotel attempts to attract. Finally guest history records points out the need for a
new, supplementary, or enhanced services.
•  Moreover, even though guest history records are stored in the front office
department, they are handed to marketing department, whenever needed. In fact,
marketing department might get use of guest history records as to create a
program to reward frequent guests with a free stay after a certain number of
visits, or as an indicator to watch out for future repeat guest reservations in order
to increase the hotel’s repeat business market share.
•  Guests tend to remember the friendliness, convenience, and special services
that distinguish one property from another. This is called competitive advantage.

GUEST HISTORY CARD
S.NO C/I ROOM
NO
RATE C/O AMT SP.INST REMAR
KS
1 26/11/200
9
509 3450 30/11/09 25000 ROOM
FACING
POOL
NON
SMOOKI
NG
ZONE
2 21/12/09 610 6420 29/12/09 31000 UPSET
WITH
ROOM
3 15/01/10 509 3450 02/02/10 65000 HAPPY
STAY
Name Of The Guest : Mr.Solman Company : Citi bank
Designation : AVP Address : Hitec city
Credit : Allowed Date Of Birth: 03/11/1981_____
Marriage Anniversary :23/11/2009

Pre-registration
• The activities that are carried out by the front desk agents before the
arrival of guests, which help accelerate the process of guest
registration, are termed as preregistration activities. Pre-registration
activities includes:
– Preparation of arrival and departure list
– Amenity vouchers are prepared for arriving guest and sent to concerned
department
– Pre-filling of guest registration card base on the information gathered from
reservation form and guest history card
– Staffing at front desk to cater the need of rush at peak arrival and departure
time
– Arrangement for welcoming guest (Aarti, Tilak and Garlanding)
– Arrangement for welcome drink for the group and VIP
– Arranging all required arrangements for the guest
– Room and rate assignment and the creation of guest folios in case advance
payment has been received by the hotel.

GUEST ARRIVAL LIST

DEPARTURE LIST

BLOCKING ROOMS

AMENITIES VOUCHER
• Hotel WESTIN
• HYDERABAD
•
• From front office Date……………
• To: Room service/House keeping/Pantry
• Please supply
• Fruit Basket-Single-Double-Special
• Flowers
• Soft Drinks
• To………………………………………………….Room
No…………………………………at…………………………………………….
•
• (Name of the Guest)
(Time)
• Authorized by………………………………….
• Card to be attached…………………………
Signature…………………………………
•
•
• Copies : Room Service/House keeping/Pantry/ P & B controls/File

ARRIVAL NOTIFICATION SLIP
• Department : H/k,F&B oulets Reception
• This is to inform that following guest has checked
in to the hotel
• Name of the guest : Mr.Surender Room no : 706
• Date of Arrical: 29/05/14 Rime :9.30am
• Authorized signature

D.N.S
• Department : H/k,F&B oulets Cashier
• This is to inform that following guest is
departing from the hotel, kindly rush the credit
charges to the front desk
• Name of the guest : Mr.Surender Room no
: 706
• Date of Departure: 29/05/14 Time
:9.30am

WELCOME LETTER

Front Office Services-Hotel Reservation in Hotel

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