This document discusses standard operating procedures for taking guest reservations at a hotel front desk. It covers types of reservations like guaranteed vs non-guaranteed and sources of reservations from individual guests to company rates. It also provides an example conversation of a staff member taking a reservation from a guest, following proper protocols like confirming dates, room details, payment and transportation needs. Finally, it mentions that a confirmation letter should be sent after completing a reservation.

1. Managing Guest Reservation-1
Session 4
Front Office Operations

2. Type of reservation , type of payment
S.O.P : taking reservation in professional way
S.O.P : Send the confirmation letter

3. These slides have been adapted from:
Robert H. Woods ... [et al.].. 2007. Professional front office
management. 1st Books Library. Upper Saddle River, New
Jersey. ISBN:0131700693
Chapter 9
Acknowledgement

4. LO 2 : Recognize the Standard Operating Procedure in
Front Office Department.
LO 3 : Perform the Standard Operating Procedure in Front
Office Department
Learning Objectives

5. • Individual  rack rate/publish rate
• Company Company/corporate rate
• Embassy  Company/corporate rate
• Travel agent  Travel agent rate
• Meeting & conference (by sales)  special rate
for the meeting participants.
• Internal  staff rate
Source of reservation

6. Type of reservation
• Non guaranteed reservation  6pm release on the day of
arrival.
• Guaranteed reservation  the reservation will be held until
the guest check in. If the guest doesn’t come, it calls NO
SHOW. But the charge still apply.

7. • Advance cash deposit
• Credit card : Visa,
Master Card,
American Express
(Note: credit card
could be by 3rd party
card.)
• Guarantee Letter
• Travel Agent Voucher.
Type of
payment
for
Advance
Deposit

8. CONVERSATION
Staff : Good Morning reservation Rosa speaking. How may I assist you ?
Guest : Yes I need room at your Hotel please.
Staff : What date will you be arriving and how many nights do you plan to stay?
Guest : I will stay on May 22nd, for 3 nights.
Staff : Would you like to wait for a moment please. I will check the room availability.
(The staff check the reservation chart / computer for room availability)
Staff : Thank you for waiting Sir. May I have your name sir ?
Guest : My name is Mr. Cruise.
Staff : Is the reservation for yourself or for you guest Mr. Cruise ?
Guest : It’s for me
Staff : All right Mr. Cruise for that date we have (explain the room available)
Superior room, consist of Smoking room and No Smoking room, the rate
is Rp 750.000,-,
Deluxe room, consist of Smoking room and No Smoking room, the rate is
Rp 1.200.000,-,
Junior Suite room, consist of Smoking room and No Smoking room, the
rate is Rp 1.600.000,-,
Suite room, consist of Smoking room and No Smoking room, the rate is Rp
2.200.000,- and President room, the rate is Rp 5.000.000,-.
The rate is excluded tax and service, but included breakfast for 2 persons.

9. Staff : So what kind of room do you like ?
Guest : I need deluxe room please.
Staff : Great, For how many room ?
Guest : one room
Staff : For how many person ?
Guest : two persons
Staff : May I know your first name Mr. Cruise?
Guest : Robert
Staff : May I know your company name and your phone number?
Guest : PT British Petroleum. My phone number is 0812 1111 9999
Staff : Will the payment be personal account or company account?
Guest : It’s personal account. Is it possible to arrange the car from airport
to hotel?
Staff : Certainly Mr. Cruise. We have limousine service with the rate USD
50, and luxurious taxi with the rate USD 20. Which one do you
prefer Mr. Cruise? And may I know your flight number ?
Guest : I take the luxurious taxi and my flight number is SQ 143 at 8.00
pm
CONVERSATION

10. CONVERSATION
Staff : May I repeat your reservation ?
(Staff repeat the reservation)
Is that correct Mr. Cruise ?
Guest : Yes, it’s correct
Staff : Is there anything else Mr. Cruise ?
Guest : No thanks
Staff : All right Mr. Cruise. Your reservation has been confirmed by me
Rosa and your confirmation number is 390490. Thank you for
your reservation and we look forward to welcoming you to our
hotel.

11. SOP AND CONVERSATION IN
PROFESSIONAL WAY

12. S.O.P and CONVERSATION
S.O.P CONVERSATION
Provide telephone
greeting
Good afternoon, this is Lani from the Binus
Hotel. How may I help you?
Determine arrival &
departure date
I certainly hope that we will have rooms
available to meet your nees. On what date do
you intend to arrive? And what date will yo be
leaving?
Ask for number of
guests in room
We do have rooms available during the time
you will need one. How many adults and
children will be in your party?
Determine preferred
room type
We have several type of rooms that will
accommodate your needs. Let me tell you
about them

13. S.O.P and CONVERSATION
S.O.P CONVERSATION
Use upselling tactics (if
applicable)
Now that you have decided on a room with a king-
size bed, I hope you will let me tell you about an
excellent room with an ocean view. It is only
Rp300.000 a night more than our mountain vie
room, but it has a million dollar view of the ocean
,and you will really be able to enjoy the sunset and
the trade winds.
We have one available during the time that you will
be with us. I will be pleased to reserve it for your.
Quote room price It is really great that you will be staying with us.
The cost of the room will be Rp1.300.000 and that
includes all taxes. I know you will enjoy your stay
and that the room will be a great value for you.

14. S.O.P and CONVERSATION
S.O.P CONVERSATION
Explain room guarantee I know that travel plans can change. To protect you
against any arrival delays, we can guarantee that
your room will be available regardless of when you
arrive .All we will need is a credit card number. If you
If you later decide to cancel the room, there will be
no charge if you just let us know beofre 6 pm on
your arrival date. If we dont hear from you, you will
know that your room will be available for you
wheneer you arrive.
Inquire about special
requests
You will really enjoy the room, Mr. Perez. (The guest
name is known because of the credit card
authorization). Is there anything else that we can
provide that will make your stay more enjoyable?
Assess whether
transportation is needed
We offer complimentary shuttle service from the
airport. You will find a courtesy phone in the bag
clain area. Just give us a call, and we can usually be
there within 1 5minutes.

15. S.O.P and CONVERSATION
S.O.P CONVERSATION
Review (confirm)
reservation details
Mr. Pere, i would just like to take one moment to be
sure that I have recorded all this information
(Reservation infromation is repeated and
confirmed).
Provide confirmation
nubmer
May please five you your confirmation number, mr.
Pere?
Conclude telephone
conversation
Mr. Perez thank you very much for calling us. We are
going to do all we can to make your visit enjoyable. If
there is anything we can do before you arrive, please
give us a call. Otherwise, we look forward to you
being our guest at the Hilotown Hotel.

16. S.O.P : send the
confirmation letter
S.O.P
1. After each reservation confirmed, the Reservation Staff send the
confirmation letter thru email / fax.
2. Confirmation letter is mentioning :
•Name of guest
•Period of stay
•Room type and room rate
•Number of room, person
•Type of payment
•Phone number & email
•Company name
•Special request

17. References
• Robert H. Woods ... [et al.].. 2007. Professional front office
management. 1STBL. Upper Saddle River, New Jersey.
ISBN:0131700693 (Chapter 9).
• Journal : Customer’s Trust Indicators in the Online Hotel Booking
Decision.
www.davidpublishing.com/davidpublishing/upfile/1/14/2014/2014011
466156977.pdf
• ©2006 MICROS ® Systems Inc. All Rights Reserved. Propr ietary
and Confidential. 1 OPERA PMS Reference ManualCash Handling
Procedures

18. Thank You
HAVE A GOOD DAY