Hotel reservations involve booking rooms for guests prior to their arrival. The reservation process records guests' room requests and payment details. Reservations are important for generating future revenue and ensuring accommodations are prepared. There are various sources of reservations like travel agents, corporations, and individual travelers. Reservations can be made verbally, in writing, or online. They are recorded either manually or using automatic/semi-automatic systems. Making, amending, and cancelling reservations are important functions for hotels.

1. RESERVATIONS

2. LEARNING OBJECTIVES
To understand the different aspects of hotel
reservation and importance of reservation functions

3. RESERVATION …
 Process of booking a room prior to the arrival of a guest
so that the room is available at the time when said guest
checks in
 The reservation process involves taking the guest’s
requests for a particular room if any, at an agreed price
and recording such requests precisely before confirming
the reservation
 Reservation also records important details of guests that
will later be used by other front desk colleagues and other
department
 It is an activity concerning the sale of room

4. SOURCES OF RESERVATION
 Source is classified as an individual or body that
actually pays a hotel for its services. A reservation agent
has a large market from which he/she receives
reservation. The principle sources of reservation are :
 Tour operators & travel agents /agencies
 Airlines
 Corporate houses
 Embassies and consulates, diplomats, govt. offices
 Free individual travelers
 CRS (central reservation system)
 Hotel websites
 Associations/NGOs
 Referral hotels
 Global distribution system

5. MODES OF RESERVATION
 Verbal – phone call, in person
 Written - letters, fax, e-mail
 Online portal, mobile applications

6. RESERVATION TYPES
 Guaranteed / Confirmed Reservation (Booking in
writing ,Prepayment ,Credit Card, Commercial Contract,
Advance Deposit)
 Amended
 Group
 Bumped reservation
 Non - confirmed

7. FUNCTIONS
 Help to generating revenue from future and prospective
sales by receiving the reservation request from the
prospective guest, check availability of rooms, to
process the request and either to accept, wait list it or
deny it, communicating it and then recording it
 It gives good indication of the business level that hotel
can get in future
 It give a chance to arrange and prepare suitable
accommodation for guest on time
 It also help in scheduling and reorganizing the staff ,
equipments as per requirements

8. METHODS OF RECORDING
BOOKINGS
 MANUAL SYSTEM -
• Bound Book Register
• Loose Leaf Register
• Individual Guest Registration Card Method
• By phone and filling up reservation form
 AUTOMATIC SYSTEM
 SEMI –AUTOMATIC SYSTEM

9. GROUP RESERVATION
 A group consist of 15 persons or more who travel
together
 Form a major part of hotel business
 It can be – tour groups, military troops, sports
teams, airlines crew, political and govt. delegations,
participants of a conference/seminar, family
functions, performing artistes
 Group reservation require block booking of several
rooms at once

10. FIT RESERVATION
 FREE INDIVIDUAL TRAVELER who is an
independent guest does not use the services of
middlemen for booking his/her room

11. WALK -IN
 A guest who wants a room without prior
reservation
 At any given time a guest may arrive
unannounced looking for a room to stay

12. VIP RESERVATION
 VERY IMPORTANT PERSON who is extended special
privileges by the hotel
 Criteria for Categorizing guests as a VIP may differ
from hotel to hotel

13. OVERBOOKING
 It is an act of booking more rooms than actually
available by the hotel
 Rooms are overbooked to compensate for no-shows
and cancellations that will likely occur

14. CONFIRMING BOOKINGS
 Booking in Writing – by e-mail/letter
 Prepayment
 Credit Card
 Advance Deposit
 Penalty Charges
 Miscellaneous Charge Vouchers ( MCO)

15. CANCELLATIONS AND
REVISION
 Guest may cancel a confirmed reservation for many
reasons or asks for a revision of his booking
instructions

16. AMENDMENTS
 In certain cases the guest may change his/her original
booking program and inform the same to hotel with a
request to make amendments in hotel record
 The changes usually is in dates of booking and some
time it may be in number/type of rooms

17. FORMS AND FORMATS USED
 RESERVATION FORM
 REGISTRATION CARD

18. IRS – INSTANT RESERVATION
SYSTEM
 An independent division of the chain hotels and
situated in one of its units

19. CRS – CENTRAL RESERVATION
SYSTEM
 A central (or computerised) reservation system that
controls and maintains the reservations for several
hotels in one location, and automatically redirects the
reservation to the required hotel.
 Generally used by a chain of hotel
 All the units of the chain hotel are interlinked with CRS
 It provides the customer a single source for collecting
information

20. RESERVATION
TERMINOLOGY
• ALLOWANCES
• AMENDMENTS
• CANCELLATION
• CHECK – IN
• CONFIRMATION
• DOUBLE OCCUPANCY
• GROUP
• PAX
• REVISION
• SALE
• SPATT
• UPGRADE
• FLAT RATE
• GUARANTEED BOOKING
• GUEST
• FORECAST
• FREE SALE
• FIT
• GIT
• LAY – OVER
• ON – REQUEST
• SOLD OUT
• SINGLE OCCUPANCY
• STAY OVER
• OUT OF ORDER ROOM
• AMENITIES

21. • ROOM BLOCKING
• ROOM AVAILABILITY
• ROOM NIGHT
• WAIT LIST
• ADJACENT ROOM
• ADJOINING ROOM
• CONNECTING ROOM
• TWIN ROOM
• TRIPLET
• QUAD
• QUEEN
• SUITES
• DUPLEX
• HOUSE ACCOUNT, GUEST ACCOUNT,
MASTER ACCOUNT
• RED EYES GUEST
• SMOKING
• NON SMOKING
• RACK RATE
• BAR
• ROOM PLAN – EP,AP,CP,MAP, B&B
• AIRLINE CONTRACT RATE
• CORPORATE RATE
• CRIB RATE
• DAY RATE
• EXTRA BED
• FTR, GR,TAR,UNR
• PACKAGE RATE
• SAC,SRT,EPO
• GUEST LEDGER
• ETA,ETD
• NO SHOWS

22. THANK YOU
SAURABH BHARTI – HOSPITALITY PROFESSIONAL