The document outlines hotel front office operations and the guest cycle, which consists of four phases: pre-arrival, arrival, occupancy, and departure. It emphasizes the importance of reservations, detailing methods for booking rooms and the distinctions between guaranteed and non-guaranteed reservations. Additionally, it describes how front office staff should effectively handle reservation requests, respond to inquiries, and provide customer service through various communication methods.

1. RESERVATIONS
HOTEL
FRONT
OFFICE
OPERATIONS
MANAGEMENT
STI
COLLEGE
COTABATO
G R O U P 2

2. Guest Cycle
The guest cycle involves the guests’
entire experiences in a hotel. It is
divided into four (4) phases: pre- arrival,
arrival, occupancy, and departure.
Hotel employees must know the
activities that transpire in all the stages
of the guest cycle to serve guest needs
efficiently.

3. PRE-ARRIVAL
Pre-arrival is a phase of anticipation where the
guest’s expectations are set, and the hotel will
begin tailoring their experience accordingly.
The activities in this phase include the inquiry
(initial interaction that determines whether a
guest will book a stay based on a hotel’s ability
to meet their needs), reservation (the guest
makes a booking), and pick-up service/transfer-in
(a hotel service that can help the guest’s
journey from the point of entry [e.g., port and
airport] to the hotel).

4. ARRIVAL STAGE
The arrival stage marks the initial physical
interaction between guests and hotel
employees. Activities in this stage include
warmly welcoming guests, registration/check-
in, room allocation, issuing room
keys/keycards and welcome kits, and rooming.
Inmost cases, rooms are blocked before guest
arrival. The guest account is also updated at
this stage, reflecting the guest’s status as in-
house.

5. OCCUPANCY
Occupancy is the phase when guests stay in
a hotel. During this stage, the front office
liaises guests’ requests and special needs
with the concerned hotel departments and
maintains guest accounts. Activities in this
phase include managing guest services,
facilitating local travel arrangements,
handling guest communication needs, and
exchanging foreign currency.

6. DEPARTURE
Departure is the point when a guest checks
out and leaves a hotel. The departure
process will determine what experience the
guests will carry with them. During this
phase, the main activities and services
include the check-out process, guest
payment processing, luggage handling, and
transportation assistance or drop
service/transfer-out (a service to transport
guests to their next destination or point of
entry).

7. RESERVATION
A reservation is an advance room
booking made by a hotel guest.
Processing reservations is an important
responsibility of the front office
department. It usually begins when a
potential guest contacts a hotel for the
availability of an accommodation type
and other services they need. Inquiries
and reservations can be made via
telephone, letters, e-mails, in-person, fax,
or a property’s website.

8. DIFFERENT WAYS ON
HOW TO BOOK A
HOTEL ROOM
Hotel Direct. This occurs when a guest
directly contacts the hotel through the
hotel website, e-mail, or mobile
application, call (telephone or cellphone),
or walk-in (the guest went to the hotel
personally). To entice guests to book with
them directly, hotels provide freebies
such as complimentary breakfast or a
free room upgrade.
HOTEL DIRECT

9. DIFFERENT WAYS ON
HOW TO BOOK A
HOTEL ROOM
The travel agent acts as an intermediary,
coordinating the booking process, conveying
a booking order to the hotel, and handling
payment details on behalf of the guest. The
guest will then be provided a hotel voucher
(a document provided by the travel agency
containing basic details such as the name of
the hotel, its address, the stay dates of the
guest, room type, and reservation code) for
them to present to the reception when they
arrive at the hotel for check-in.
TRAVEL AGENCY

10. DIFFERENT WAYS ON
HOW TO BOOK A
HOTEL ROOM
The guest books through digital platforms
such as Agoda, Booking.com, Expedia, and
Hotels.com. Thisallows the guest to book on
their own with convenience since theycan
access multiple hotel properties at once and
check the room rates based on their
preferences and needs. The guest provides a
virtual credit card (VCC) number to enable
the processing of the payment for the room.
A hotel voucher is also sent to the guest's
email to be presented to the reception during
check-in.
ONLINE TRAVEL AGENCY

11. TYPES OF HOTEL ROOM RESERVATIONS
The guest makes an advance payment to the hotel in a guaranteed reservation. In
return, the property ensures the guest that the required room/s shall be blocked for
them. A guaranteed reservation becomes a confirmed reservation once the property
has accepted the payment, and a confirmation letter containing the details of the
reservation and theconfirmation number (a unique number for each booking used
by the hotel to locate a reservation) has been sent to the guest. This will be charged
even if the guest is a no-show or non-arrival.
GUARANTEED RESERVATION

12. WAYS TO GUARANTEE A
RESERVATION
An advance deposit requires
guests to pay the hotel a due
amount before arrival. This deposit
serves as a commitment from
guests to honor their reservations.
This requires full payment
before the guest's arrival.
It is usually the most
desirable form of a
guaranteed reservation.
Guaranteeing reservations through
a credit card is the most popular
payment method in the hotel
business, offering a secure,
convenient, and efficient method
for guests to settle their bills and
secure their reservations. A credit
card is issued to a person
depending on theirfinancial status
and money in the bank.
Advance Deposit Pre - payment Credit Card

13. MAJOR CREDIT CARDS ACCEPTED BY
HOTELS
MASTERCARD VISA
AMERICAN
EXPRESS
Mastercard has a 16-digit
credit card number that
startswith 3.
Visa has a 16-digit
credit card number
that starts with 4.
American Express starts
with 3 and has a 15-
digit card number.
UNIONPAY
UnionPay starts with 62
and has a 16-19-digit
cardnumber.

14. TYPES OF HOTEL ROOM RESERVATIONS
NON GUARANTEED RESERVATION
Non-Guaranteed Reservation. It is a booking made without a deposit or
other security, leaving a hotel more vulnerable to potential revenue loss
due to no-shows or cancellations. The usual rule for holding rooms for this
type of reservation is until 4:00 - 6:00 PM., but this may vary depending on
a hotel’s policy (3G E-Learning, 2024).
Other types of reservations may also be available in hotels depending on their rules,
such as hold confirmed reservations (a guest paid for the room but will arrive late;
hence, the hotel will hold the room until theguest arrives) or unconfirmed booking
inquiry (a booking not yet converted into real reservations, but the hotel will
temporarily place the room on hold for availability for the selected dates) (Netsynch
Corporation, n.d.).

15. Processing reservations may be automated or manual. An automated
system utilizes advanced technologies such as a Property
Management System (PMS) and a channel manager to streamline the
reservation process. A PMS is a comprehensive software solution that
efficiently manages guest bookings, room assignments, billing, and
reporting. A channel manager facilitates the effective distribution of
room inventory, rates, and availability across multiple booking
channels, ensuring a seamless and responsive reservation process.

16. The eZee Absolute Property Management System is one of the web-
based property management software for lodging facility owners and
operators being used to simplify the different hotel operations
including the front office. It supports hotel functions such as guest
reservation, billing, housekeeping, and reporting. This allows easier
and faster processing of guest needs and better communication with
other departments who can access the system.

17. Manual reservations usually involve paper- based (e.g., index cards
and density control charts to record the number of booked rooms
per night) or a combination of paper and computer systems (i.e.,
paper forms and Excel). Though these manual reservation tools differ
from the automated system, the reservation process and principles
behind each activity remain the same.

18. Greet the guest warmly and offer assistance.
1.
Different hotels have specific procedures
when taking reservations
Hotels usually have their standard spiels when starting a conversation.
• Good morning/afternoon/evening! Thank you for calling The STI
Hotel. My name is Erica. How may I assist you today?
2. Determine room availability. Once a reservation request is received, determine the
date and type of room (the different roomtypes are discussed in the Fundamentals in
Lodging Operationscourse) the inquiring party requires. Then, check if an available
room corresponds to the preferred room type.
• May I have the date of your stay and the type of room you arelooking for? Then, let
me check our availability for you.

19. Different hotels have specific procedures
when taking reservations
3. Accept or deny reservation requests. A reservation is accepted with the availability of
the preferred accommodation and considering guest profiles (a record/database of
every guest who has stayed at the hotel, including address, identification details, and
previous reservations). However, there are certain situations when a reservations agent
denies a booking request due to the following potential causes:
o All accommodation in the hotel is booked. In such a case, the reservation staff refuses
the reservation politely. Then they will suggest an alternative hotel in the same area or a
different property of the same owner nearby.
• I am very sorry, Mr./Mrs./Ms. (name of guest). However, all our rooms are currently fully
booked for the dates you requested. However, allow me to suggest (alternative hotel
name), located nearby, that offers similar amenities and is known for its exceptional guest
experiences. Would you like me to assist you in securing a reservation with them?

20. Different hotels have specific procedures
when taking reservations
The requested type of accommodation is not available. In this case, the
reservation staff will proactively suggest an alternative room type that is
available. It ensures that the guest still has the option to secure suitable
accommodation within the hotel.
I regret to inform you that the room type you requested is currently unavailable for
the dates of your stay. However, we have several other room options available that
will meet your needs and preferences. May I suggest our (an alternative room type)?
This room may differ slightly from your original choice, but we assure your comfort
and satisfaction during your stay with us.

21. Different hotels have specific procedures
when taking reservations
o The guest/agent is blacklisted. Some guests or agents are blacklisted
due to their unpleasing payment history or cases of unacceptable
behavior, such as misconduct or violation of hotel policies. This
restriction is implemented to maintain the hotel’s and guests’ safety,
security, and reputation.
I am very sorry, Mr./Mrs./Ms. (name of guest). However, it appears
that we cannot check you in currently due to some restrictions on
your account that prevent us from accommodating your
reservation. I apologize for the inconvenience this may cause.

22. Different hotels have specific procedures when
taking reservations
4. Gather details of the reservation.
Once room availability is
confirmed, all pertinent
information regarding the
reservation shall be inputted in the
guest profile (automated system)
or indicated in the room
reservations form (manual system).
The pieces of information to be
gathered from the guest are the
following:
•Name/s of incoming guest/s
•Number of persons arriving
•Arrival and departure dates (stay dates)
•Number of nights the guest/s will stay
•Expected time of arrival (ETA)
•Expected time of departure (ETD)
•Number of rooms(quantity), type of
room, and type of bed required
•contact number and e-mail
•Remarks/Special requests (e.g., VIP,
transportation request, amenities)
•Billing arrangement

23. Different hotels have specific procedures when
taking reservations
•To ensure we have all the necessary details for your reservation,
may I kindly ask for the following information (refer to the
information above)?
To complete the guest account in a reservation system, the reservations clerk must input the
room rate, the individual who made the booking, the accepted by (the reservations agent),
and the date the reservation was made.
Note: Use the phonetic alphabet shown in Table 1 when spelling the names of the guest/s
accurately.
Alpha Bravo Charlie Delta Echo Foxtrot Golf Hotel
India Juliett Kilo Lima Mike November Oscar Papa
Quebec Romeo Sierra Tango Uniform Victor Whiskey X-Ray
Yankee Zulu

24. Different hotels have specific procedures when
taking reservations
6. The modes of payment accepted by properties vary. These are the
commonly accepted ones: cash, credit card, e- wallets, payment link,
bank deposit, gift certificate or direct billing.
• How would you prefer to settle your bill? We accept credit cards, or we can provide a
payment link for your convenience. Additionally, we offer direct billing for corporate
guests for ease of payment.
To ensure your room is held for your arrival, we recommend that you use a credit card
to guarantee the reservation. This way, we can hold the room for you.
If you prefer not to guarantee the reservation, please be aware that the room is subject
to availability, and we may release it after [specific time, e.g., 4:00 PM] if we do not hear
from you.

25. Different hotels have specific procedures when
taking reservations
7. Reconfirm the details of the reservation. This step allows the
verification of information gathered and immediate correction of errors,
if any.
• Before we conclude, let us review your reservation details to ensure
accuracy. [Repeat the gathered details]. Is everything correct?
8. Conclude the conversation. Hotels usually have their standard spiels
to end their conversation with a guest.
• Thank you for choosing The STI Hotel for your stay, [Mr./Ms. Guest
name]. We are looking forward to welcoming you. Should you need any
further assistance, please do not hesitate to contact us. Have a wonderful
day!

26. ANSWERING PHONE CALLS
Preparing for a Call
• Ensure you are equipped with the necessary information about thehotel products and
services, such as types of rooms, promos, room rates, etc., to answer callers' queries. If
using a telephone console, ensure it is functioning properly and ready to receive calls.
Answer Promptly
• Aim to answer the call within three (3) rings to demonstrateattentiveness and prompt
service. Answering a phone too fast can catch the caller off guard, and waiting too long
can anger the caller.
• Greet the caller with a warm and professional greeting (e.g.,
Goodmorning/afternoon/evening. Thank you for calling STI Hotel. This is Michelle. How
may I assist you?)
• Smile. It shows, even through the phone lines. Speak in a pleasanttone of voice. The
caller will appreciate it.
• Ask the caller for their name. It shows you have taken an interest in them.

27. ANSWERING PHONE CALLS
Listen Actively
• Pay close attention to the caller's request or inquiry without interrupting, and take
notes if necessary to capture important details.
• If the caller has reached the wrong number, be courteous. Sometimes, a caller
with a simple question is transferred all over the hotel and may get frustrated. Take
the time to find out where they should be calling and to whom they should speak,
and do what you can to assist them.
• The hand should be placed over the telephone mouthpiece when asking a co-
employee for information. It saves the caller the embarrassment of overhearing a
conversation not intended for their ears.
Provide Assistance
• Know the hotel's services, amenities, and policies to assist the
callereffectively.

28. ANSWERING PHONE CALLS
Confirm and Clarify
• Repeat the information provided by the caller to ensure accuracy,showing
that you value their request. Clarify any uncertainties by asking questions
and giving clear explanations.
Conclude the Call
• Thank the caller for choosing the hotel and express eagerness toassist
further.
• End the call with a courteous farewell (e.g., “Thank you for callingSTI Hotel.
Have a wonderful
day!”).
• When leaving a line, use the hold button so that the caller does
notaccidentally overhear conversations being held nearby.

29. MAKING CALLS
• When calling someone and they answer the phone, begin by introducing
yourself and the hotel you represent, then ask for the person you want to
speak with (e.g., "Good afternoon! This is Lisa from STI Hotel. May I ask whom I
am I speaking with, please?")
• Always know and state the purpose of the communication clearly.
• When you reach the wrong number, say, "I am sorry, I must have the wrong
number. Please excuse the interruption." Then, hang up.
• If you told someone you would call them at a particular time, contact them as
promised. If you need to delay the conversation, call to postpone it, but do
not make the other person wait around for your call.
• End the call with a polite and friendly tone, leaving a positiveimpression on
the guest.

30. HANDLING RUDE OR IMPATIENT CALLERS
• Stay calm. Maintain a calm and composed tone. Try to remaindiplomatic
and polite, regardless of
the caller’s behavior. Getting angry will escalate the problem.
• Listen carefully to the caller's concerns without interrupting
andacknowledge their frustrations.
• Always show a willingness to resolve the problem or conflict.
• Show empathy by understanding the caller’s frustration and assuringyou
are ready to help.
• Propose solutions to address the caller's concerns and strive to find
aresolution that satisfies them.

31. HANDLING RUDE OR IMPATIENT CALLERS
• Try to think like the caller. Remember, their problems and concernsare
essential.
• Respond to the caller with polite language and avoid gettingdefensive
or argumentative.
• If you are in a non-supervisory position, offer to have your supervisor
talk to the caller or call them back if the caller persists.
• If you are a supervisor, be willing to handle irate callers. Speak slowly
and calmly. Be firm with your answers but understanding. Sometimes,
the irate caller wants someone in a supervisory capacity to listen to their
problem even if you cannot help them.

32. PLACING CALLS ON HOLD
• Always ask permission before putting a caller on hold. Use
standard phrases like, “Allow me to put you on hold" or “Can you
briefly hold while I see if Mr. Jones is available?" When taking a
caller off hold, always express gratitude for their patience.
• Sometimes, you may have other lines ringing too. Remember to
write down the names of callers holding, so you avoid asking who
the caller is more than once.

33. TAKING MESSAGES
• Be prepared with a pen and message slip when you answer thephone.
• When taking messages, be sure to ask for the following and recordall
information accurately:
o Caller’s name (ask the caller for the correct spelling by repeatingit
using the phonetic alphabet).
o Caller’s phone number and/or extension (including area code).
o Reason for their call.
• Repeat the message to the caller to ensure accuracy. For example,
“Just to confirm, you are requesting a wake-up call for Ms. Blasey at
6:00 AM tomorrow.”

34. TAKING MESSAGES
• Take note of the time and date the call came in, and put your initials.
• You can also transfer them to voicemail instead of taking a paper
message, but do not forget to ask, "Would you like me to transfer you to
his/her voicemail?" Do not assume the caller would rather go to
voicemail; always ask first.
• Express gratitude to the caller for providing the message and assure
them that it will be handled efficiently.
• Deliver the message promptly and accurately to the intended recipient,
ensuring all necessary details are complete.

35. ENDING CONVERSATIONS
When ending a call, the following points are to be considered:
• Tell the person how much you have enjoyed speaking with them.
• Before hanging up, ensure you have answered all the
caller'squestions.
• Always end with a pleasantry, such as "Have a nice day" or "It
wasnice speaking to you."
• When a call is terminated, ensure the receiver is correctly placed
onthe cradle before making another call. It enables the operator or
the automatic mechanism to disconnect the previous call.

36. Thank You