The document describes the key elements of reservation systems, including:
1) The ability to check availability, offer alternatives when requested bookings are unavailable, and provide information on costs and features.
2) Recording customer details, payment methods, and providing confirmations.
3) Entering reservation details into manual or computerized systems, and generating related documentation like receipts and confirmation letters.
4) Maintaining reservations by processing changes or cancellations, following up on unconfirmed bookings, and communicating details to internal departments and external organizations.
The document summarizes different sections of the front office including porters, mail and information, telephone operators, guest relations, front office cashiers, and reservations. It describes the roles and responsibilities of staff in each section. For example, porters are responsible for delivering messages and keys to guests. The reservations section handles inquiries, availability, bookings, and reporting. Revenue management is also discussed where reservations takes on more of a sales role to maximize occupancy and rates.
This document provides information about bell service tasks in a hotel. It outlines the learning objectives which include gaining knowledge about bell service responsibilities and terms. The duties of a bellman are described, such as opening doors, moving baggage, calling cabs, and responding to guest needs. When guests check in, bellmen carry their baggage to their room and show them how to operate room appliances. Sample dialogues are provided to demonstrate interactions between bellmen and guests during check-in, bell service calls, and check-out. Reading exercises define key terms and phrases used in bell service. Service procedures are outlined for receiving guests and bringing them to their room.
Here is an organizational chart for a Housekeeping Department in a small hotel with 24 rooms, 3 function rooms, 1 coffee shop, swimming pool and spacious grounds:
Executive Housekeeper
Rooms Maintenance Supervisor
- Oversees room attendants
- Ensures cleanliness standards
Head Houseman
- Oversees public areas cleaning
- Oversees function rooms cleaning
4 Room Attendants
- Clean and service guest rooms
2 Housemen
- Clean public areas and function rooms
Gardener
- Maintains landscaping and grounds
The Executive Housekeeper is responsible for overall housekeeping operations. The Rooms Maintenance Supervisor oversees room attend
This document discusses hotel room reservations. It defines a room reservation, outlines the sources and methods of reservations, and describes the 7-step reservation processing process. This includes receiving inquiries, determining availability, accepting or denying requests, documenting details, confirming reservations, maintaining records, and compiling reports. It also covers reservation types, meal plans, room tariffs, rates, and guest types.
1. Guest Cycle
2. Front Office Systems
3. Guest Cycle under Three Different Systems
4. Front Office Forms
5. Front Office Functional Organization
6. Front Office Equipment
This document provides information on the role and responsibilities of a room attendant. It discusses the key tasks involved in cleaning and preparing rooms for incoming guests. The document is divided into sections on identifying the role of room attendants, preparing for cleaning duties, making beds, cleaning bathrooms and rooms, providing additional services, and preparing for the next shift. It describes the daily activities, characteristics, grooming standards, policies and procedures, and importance of communication for room attendants. The document is intended as a training guide for room attendants.
Housekeeping, engineering and security departmentShary Ostonal
The housekeeping department cleans and maintains guest rooms, common areas, and the entire hotel property to ensure cleanliness and maximize appeal. Key responsibilities include room cleaning and maintenance, laundry services, and ensuring public areas are clean. The engineering department operates and maintains all machinery, equipment, utilities, and safety systems. Security guards patrol the property, respond to calls, conduct surveillance, escort unruly guests off the premises, and work flexible shifts while filing detailed reports. Together these departments work to enhance the guest experience and protect the hotel assets.
The document describes the guest cycle which outlines the 5 stages a guest passes through from making a reservation inquiry to departing the hotel.
The 5 stages are: 1) pre-arrival where reservations are made and preparations are done for arrival, 2) arrival where guests are greeted and checked into their rooms, 3) stay where guests enjoy hotel amenities and services, 4) departure when guests checkout and settle their accounts, and 5) post-departure where guest feedback is collected. Each stage involves specific activities to ensure a seamless experience for guests during their hotel stay.
The document summarizes different sections of the front office including porters, mail and information, telephone operators, guest relations, front office cashiers, and reservations. It describes the roles and responsibilities of staff in each section. For example, porters are responsible for delivering messages and keys to guests. The reservations section handles inquiries, availability, bookings, and reporting. Revenue management is also discussed where reservations takes on more of a sales role to maximize occupancy and rates.
This document provides information about bell service tasks in a hotel. It outlines the learning objectives which include gaining knowledge about bell service responsibilities and terms. The duties of a bellman are described, such as opening doors, moving baggage, calling cabs, and responding to guest needs. When guests check in, bellmen carry their baggage to their room and show them how to operate room appliances. Sample dialogues are provided to demonstrate interactions between bellmen and guests during check-in, bell service calls, and check-out. Reading exercises define key terms and phrases used in bell service. Service procedures are outlined for receiving guests and bringing them to their room.
Here is an organizational chart for a Housekeeping Department in a small hotel with 24 rooms, 3 function rooms, 1 coffee shop, swimming pool and spacious grounds:
Executive Housekeeper
Rooms Maintenance Supervisor
- Oversees room attendants
- Ensures cleanliness standards
Head Houseman
- Oversees public areas cleaning
- Oversees function rooms cleaning
4 Room Attendants
- Clean and service guest rooms
2 Housemen
- Clean public areas and function rooms
Gardener
- Maintains landscaping and grounds
The Executive Housekeeper is responsible for overall housekeeping operations. The Rooms Maintenance Supervisor oversees room attend
This document discusses hotel room reservations. It defines a room reservation, outlines the sources and methods of reservations, and describes the 7-step reservation processing process. This includes receiving inquiries, determining availability, accepting or denying requests, documenting details, confirming reservations, maintaining records, and compiling reports. It also covers reservation types, meal plans, room tariffs, rates, and guest types.
1. Guest Cycle
2. Front Office Systems
3. Guest Cycle under Three Different Systems
4. Front Office Forms
5. Front Office Functional Organization
6. Front Office Equipment
This document provides information on the role and responsibilities of a room attendant. It discusses the key tasks involved in cleaning and preparing rooms for incoming guests. The document is divided into sections on identifying the role of room attendants, preparing for cleaning duties, making beds, cleaning bathrooms and rooms, providing additional services, and preparing for the next shift. It describes the daily activities, characteristics, grooming standards, policies and procedures, and importance of communication for room attendants. The document is intended as a training guide for room attendants.
Housekeeping, engineering and security departmentShary Ostonal
The housekeeping department cleans and maintains guest rooms, common areas, and the entire hotel property to ensure cleanliness and maximize appeal. Key responsibilities include room cleaning and maintenance, laundry services, and ensuring public areas are clean. The engineering department operates and maintains all machinery, equipment, utilities, and safety systems. Security guards patrol the property, respond to calls, conduct surveillance, escort unruly guests off the premises, and work flexible shifts while filing detailed reports. Together these departments work to enhance the guest experience and protect the hotel assets.
The document describes the guest cycle which outlines the 5 stages a guest passes through from making a reservation inquiry to departing the hotel.
The 5 stages are: 1) pre-arrival where reservations are made and preparations are done for arrival, 2) arrival where guests are greeted and checked into their rooms, 3) stay where guests enjoy hotel amenities and services, 4) departure when guests checkout and settle their accounts, and 5) post-departure where guest feedback is collected. Each stage involves specific activities to ensure a seamless experience for guests during their hotel stay.
This document provides an introduction to front office departments in hotels. It describes the key functions of front office which include communication and accounting. It also outlines the organizational structure of front office departments and job responsibilities of front office personnel such as the front office manager, receptionist, bell boy, and others. Finally, it discusses the different stages of the guest cycle in a hotel from pre-arrival to departure.
This document discusses qualities and career opportunities for tourism and hospitality professionals. It provides an overview of the speaker's professional experience in tourism and hospitality education. It then lists and describes important qualities for tourism and hospitality professionals, including punctuality, people skills, customer service skills, and more. Finally, it outlines various career paths within industries like travel agencies, airlines, hotels, and their associated departments.
The document provides details on front office operations in a hotel, including the various departments and job roles within the front office. It discusses the front office functions of reservation, registration, room assignment, guest services, and more. It describes the typical work shifts for front office employees and outlines the key responsibilities of front office roles like the front desk manager, reservation manager, and front desk agents. The guest cycle of pre-arrival, arrival, occupancy, and departure is also summarized.
The document discusses hotel guest registration procedures. It describes the registration process, including gathering guest information, maintaining registration records, and different methods of record keeping like hard-bound registers, loose-leaf registers, and individual guest registration cards. It also outlines the importance of registration information, pre-registration activities, and post-registration steps like notifying other departments of guest arrivals and departures.
The document discusses check-in and check-out procedures at hotels. It covers registering guests including collecting required information and keeping records according to regulations. The check-in process is described for different types of guests like those with reservations, walk-ins, VIPs, foreigners, and groups. Form C must be submitted for foreign guests. Folios for tracking financial transactions between guests and the hotel are explained, including different types like guest, master, employee, and non-guest folios. Blacklisted guests and procedures are also mentioned.
Department Function And Relation To Food BeverageBrunodeMalaisie
The document outlines the functions and relationships between the Food & Beverage department and other hotel departments. Effective communication and coordination between departments is crucial. The Sales & Marketing department helps generate business for the F&B outlets. The Front Office handles guest records and billing. Purchasing obtains supplies and the Maintenance department repairs equipment. Accounts & Administration handles finances and record keeping. Security protects guest safety. Human Resources handles staffing issues and discipline. Housekeeping provides linens and maintains cleanliness.
This document discusses the concept and features of club service in hotels. Club service is becoming more popular as guests demand personalized service. Key features of club service include a separate club floor for registration, airport pickup, an escort to the room by the club manager, rooms stocked with amenities and stationery, continental breakfast, evening drinks, and business center facilities. Club rooms aim to provide a high level of comfort and service for business travelers.
Front office accounting involves creating and maintaining guest and non-guest accounts, tracking financial transactions, monitoring credit limits, and providing management reports. It uses various types of accounts and vouchers to record transactions between guests, non-guests, and the hotel. Key functions include maintaining folios for individual and group accounts, as well as ledgers organized by guest and city accounts to collect the folios. Cash banks are also used to provide cash for transactions during shifts.
Session on Front office Operations; Reservation Form, Group Reservation ,cancelation Process, confirmation, Arrival, Reception and check in, check out Process.
This document summarizes the tools and equipment used in hotel front offices, including telephone exchanges like PBX, PABX, and EPABX systems. It notes that satellite connections and electronic exchanges have made older telephone exchanges redundant. Mobile phones and walkie-talkies also facilitate communication. The document outlines the types of calls guests may make and that hotels earn revenue by charging for local, long distance, international, and other call types.
The document outlines the standard procedures for checking in hotel guests. It details the steps of preparing for guest arrival, welcoming them, checking reservations, assigning rooms and rates, accepting payment, issuing room keys, escorting guests to their rooms, and providing alternatives if rooms are unavailable. It stresses treating all guests with equal respect, extending a warm welcome, properly handling guest messages and requests, disclosing rates, and collecting advances from walk-in guests.
The document discusses pre-arrival and arrival procedures for hotel guests. It outlines steps for pre-arrival of individual guests, groups, and VIPs, including confirming reservations, noting special requests, and preparing rooms. Upon arrival, guests are greeted, registered with the hotel, assigned rooms, and helped with luggage to give a positive first impression.
The document discusses reservations processes in the hotel industry. It covers types of reservations like guaranteed reservations involving prepayment, payment cards, or corporate rates. It describes reservation distribution channels like a hotel's own system, central reservation systems, and global distribution systems. It also outlines best practices for reservation agents in taking reservations, confirming details, and generating reports to manage availability.
Front desk guest services include handling guest mail, messages, keys, locating guests via paging, providing safe deposit lockers, and addressing guest complaints. Proper procedures must be followed for each service, such as logging mail, taking messages, controlling access to keys, announcing pages throughout the hotel, issuing lockers to guests, and resolving complaints courteously. Providing excellent guest services is important for guest satisfaction and the hotel's reputation.
1. The document provides guidance on preparing the reception area for guest arrivals. This includes preparing the reception equipment, reviewing expected daily guest movement like arrivals and departures, allocating rooms according to special requests, and distributing arrival lists to other departments.
2. It outlines the check-in process which begins with welcoming guests and confirming reservations. For guests without reservations, staff should determine room availability. The registration process is then completed, keys and vouchers issued, and internal accounting protocols followed.
3. Reception is the central point of contact and operates 24/7. Preparation and organization are key to ensuring a smooth guest experience from arrival through check-in.
This document discusses factors that hotels consider when setting room rates, including: customer profiles and paying capacity, competition in the area, hotel category/amenities, investment costs, location, season, groups, agents, and more. It provides examples of different rates like rack rates, group rates, off-season rates, and rates for crews, families, and packages. The Hubbart formula is described as a method to calculate the average room rate needed based on investment, expenses, profits, and room nights sold.
The document provides guidance on reception services and accommodation. It outlines 14 elements of preparing for and assisting guests during their stay. These include preparing the reception area, checking equipment, reviewing guest arrivals and movements, allocating rooms according to requests, welcoming guests and completing check-ins, explaining facilities, handling issues and requests, and responding to guest queries. The document provides detailed instructions for each element and includes activities to demonstrate skills like role playing check-in scenarios.
This document provides an introduction to front office departments in hotels. It describes the key functions of front office which include communication and accounting. It also outlines the organizational structure of front office departments and job responsibilities of front office personnel such as the front office manager, receptionist, bell boy, and others. Finally, it discusses the different stages of the guest cycle in a hotel from pre-arrival to departure.
This document discusses qualities and career opportunities for tourism and hospitality professionals. It provides an overview of the speaker's professional experience in tourism and hospitality education. It then lists and describes important qualities for tourism and hospitality professionals, including punctuality, people skills, customer service skills, and more. Finally, it outlines various career paths within industries like travel agencies, airlines, hotels, and their associated departments.
The document provides details on front office operations in a hotel, including the various departments and job roles within the front office. It discusses the front office functions of reservation, registration, room assignment, guest services, and more. It describes the typical work shifts for front office employees and outlines the key responsibilities of front office roles like the front desk manager, reservation manager, and front desk agents. The guest cycle of pre-arrival, arrival, occupancy, and departure is also summarized.
The document discusses hotel guest registration procedures. It describes the registration process, including gathering guest information, maintaining registration records, and different methods of record keeping like hard-bound registers, loose-leaf registers, and individual guest registration cards. It also outlines the importance of registration information, pre-registration activities, and post-registration steps like notifying other departments of guest arrivals and departures.
The document discusses check-in and check-out procedures at hotels. It covers registering guests including collecting required information and keeping records according to regulations. The check-in process is described for different types of guests like those with reservations, walk-ins, VIPs, foreigners, and groups. Form C must be submitted for foreign guests. Folios for tracking financial transactions between guests and the hotel are explained, including different types like guest, master, employee, and non-guest folios. Blacklisted guests and procedures are also mentioned.
Department Function And Relation To Food BeverageBrunodeMalaisie
The document outlines the functions and relationships between the Food & Beverage department and other hotel departments. Effective communication and coordination between departments is crucial. The Sales & Marketing department helps generate business for the F&B outlets. The Front Office handles guest records and billing. Purchasing obtains supplies and the Maintenance department repairs equipment. Accounts & Administration handles finances and record keeping. Security protects guest safety. Human Resources handles staffing issues and discipline. Housekeeping provides linens and maintains cleanliness.
This document discusses the concept and features of club service in hotels. Club service is becoming more popular as guests demand personalized service. Key features of club service include a separate club floor for registration, airport pickup, an escort to the room by the club manager, rooms stocked with amenities and stationery, continental breakfast, evening drinks, and business center facilities. Club rooms aim to provide a high level of comfort and service for business travelers.
Front office accounting involves creating and maintaining guest and non-guest accounts, tracking financial transactions, monitoring credit limits, and providing management reports. It uses various types of accounts and vouchers to record transactions between guests, non-guests, and the hotel. Key functions include maintaining folios for individual and group accounts, as well as ledgers organized by guest and city accounts to collect the folios. Cash banks are also used to provide cash for transactions during shifts.
Session on Front office Operations; Reservation Form, Group Reservation ,cancelation Process, confirmation, Arrival, Reception and check in, check out Process.
This document summarizes the tools and equipment used in hotel front offices, including telephone exchanges like PBX, PABX, and EPABX systems. It notes that satellite connections and electronic exchanges have made older telephone exchanges redundant. Mobile phones and walkie-talkies also facilitate communication. The document outlines the types of calls guests may make and that hotels earn revenue by charging for local, long distance, international, and other call types.
The document outlines the standard procedures for checking in hotel guests. It details the steps of preparing for guest arrival, welcoming them, checking reservations, assigning rooms and rates, accepting payment, issuing room keys, escorting guests to their rooms, and providing alternatives if rooms are unavailable. It stresses treating all guests with equal respect, extending a warm welcome, properly handling guest messages and requests, disclosing rates, and collecting advances from walk-in guests.
The document discusses pre-arrival and arrival procedures for hotel guests. It outlines steps for pre-arrival of individual guests, groups, and VIPs, including confirming reservations, noting special requests, and preparing rooms. Upon arrival, guests are greeted, registered with the hotel, assigned rooms, and helped with luggage to give a positive first impression.
The document discusses reservations processes in the hotel industry. It covers types of reservations like guaranteed reservations involving prepayment, payment cards, or corporate rates. It describes reservation distribution channels like a hotel's own system, central reservation systems, and global distribution systems. It also outlines best practices for reservation agents in taking reservations, confirming details, and generating reports to manage availability.
Front desk guest services include handling guest mail, messages, keys, locating guests via paging, providing safe deposit lockers, and addressing guest complaints. Proper procedures must be followed for each service, such as logging mail, taking messages, controlling access to keys, announcing pages throughout the hotel, issuing lockers to guests, and resolving complaints courteously. Providing excellent guest services is important for guest satisfaction and the hotel's reputation.
1. The document provides guidance on preparing the reception area for guest arrivals. This includes preparing the reception equipment, reviewing expected daily guest movement like arrivals and departures, allocating rooms according to special requests, and distributing arrival lists to other departments.
2. It outlines the check-in process which begins with welcoming guests and confirming reservations. For guests without reservations, staff should determine room availability. The registration process is then completed, keys and vouchers issued, and internal accounting protocols followed.
3. Reception is the central point of contact and operates 24/7. Preparation and organization are key to ensuring a smooth guest experience from arrival through check-in.
This document discusses factors that hotels consider when setting room rates, including: customer profiles and paying capacity, competition in the area, hotel category/amenities, investment costs, location, season, groups, agents, and more. It provides examples of different rates like rack rates, group rates, off-season rates, and rates for crews, families, and packages. The Hubbart formula is described as a method to calculate the average room rate needed based on investment, expenses, profits, and room nights sold.
The document provides guidance on reception services and accommodation. It outlines 14 elements of preparing for and assisting guests during their stay. These include preparing the reception area, checking equipment, reviewing guest arrivals and movements, allocating rooms according to requests, welcoming guests and completing check-ins, explaining facilities, handling issues and requests, and responding to guest queries. The document provides detailed instructions for each element and includes activities to demonstrate skills like role playing check-in scenarios.
The document discusses key aspects of hotel reservations including types of reservations, the reservation process, sources of reservations like central reservation systems, and important reservation reports and records. It covers topics like taking reservations inquiries, creating reservation records, managing availability, handling guaranteed vs non-guaranteed reservations, group reservations, and the functions of confirmation letters and reservation numbers. Key reservation management reports are identified as the reservation transactions report, commissions agent report, turnaway report, and revenue forecast report.
This document provides an overview of revenue management for hotels. It begins with a brief history of revenue management and how it has evolved over time in response to various economic and industry trends. It then discusses common revenue management tactics like forecasting demand, setting room rates and minimum stay requirements, overbooking, and managing bookings across different distribution channels. Finally, it covers developing a revenue management strategy through differentiation, customer loyalty programs, and strategic packaging. The document aims to explain both the science and art of revenue management to improve hotel profits.
This document discusses business travel management. It emphasizes that travel arrangements are important to facilitate face-to-face communication for understanding new products, training, and complex negotiations. It recommends designing a booking form to ensure all relevant travel details are received, such as name, purpose, duration, location, and budget. It also stresses the importance of being familiar with preferred suppliers' contact details and services to ensure successful travel management.
This document provides an overview of a student project on developing an airline reservation system. It includes sections acknowledging those who helped with the project, a certificate confirming the project work, a table of contents, and sections defining the problem, conducting a feasibility study, analyzing the existing system, designing the new system, and discussing implementation. The overall goal of the project is to automate an airline reservation system to make it faster, more accurate, and reliable compared to the existing manual process.
SRS PPT.pptx, what is SRS, examples of SRSZoraizAli3
This document summarizes the requirements for an airline reservation system. It outlines the project team members and provides a Gantt chart. It discusses elicitation techniques used like interviews and prototyping to gather raw requirements. Some requirements were found to be problematic or in conflict, like password complexity versus cyber attacks. The requirements were further elaborated and prioritized using MOSCOW methodology. Functional and non-functional requirements were specified. Validation was done using desk-checking. Requirement management will be done using IBM DOORS Next tool, applying change control processes. Diagrams will be made including use case, state transition, data flow, and class diagrams. Traceability matrix will track overlapping and conflicting requirements.
This document summarizes key aspects of electronic commerce in the service industries. It discusses how ordering journals electronically for a large university saved $365,000 per year by automating the process. It also describes how broker-based services like travel, employment, real estate, and stocks have benefited from electronic agents that can automate many value-added tasks previously done by brokers. Specifically, it outlines services provided in the travel and tourism industry through electronic commerce platforms.
This document discusses various service industries that have been impacted by electronic commerce, including travel/tourism, employment placement, real estate, investing/trading stocks online, cyberbanking/personal finance, billing online, online publishing, knowledge dissemination, and disintermediation/reintermediation. It provides details on how each industry has been transformed through opportunities like online research/booking, electronic job posting/applications, virtual property tours, online trading platforms, digital banking services, electronic bill payment, and distance learning/online education. The roles of intermediaries are changing as well, with some being disintermediated and others taking on new functions as cybermediaries.
Global Distribution Systems - Part 2 of 5: Past, present and yet to come: GDS...Edutour
An overview of the development of the major GDS systems like Amadeus, Galileo, Sabre and Worldspan, the airline distribution model and the future of those systems.
This document describes an innovative guest relationship management (HGRM) platform and philosophy that aims to enhance the guest experience. The HGRM platform integrates all guest and staff interactions across departments and touchpoints to provide a seamless experience. Key features include personalized web pages for guests with booking and travel information, as well as cockpits for staff with guest profiles and messaging. The goals are to improve satisfaction, recognize guests, motivate staff with tools to be proactive, and add value through enhanced service.
This document provides an overview of key concepts in revenue management, including definitions, strategies, tools, and best practices. It discusses how revenue management is applied to meetings and group business through techniques like rate fences, demand forecasting, displacement analysis, and yield meetings. Tips are provided for negotiating group contracts and responding effectively to RFPs.
The document provides recommendations for improving the call center operations at Valuair 2006 based on findings. It includes:
1) Analyzing core processes like booking, payment, changes and complaints and identifying issues like inconsistent pricing quotes.
2) Evaluating the team structure and lack of defined job descriptions.
3) Assessing training programs and the need for career development plans.
4) Highlighting the absence of key performance indicators (KPIs) and a performance recognition system.
5) Reviewing the phone system and technology to better track agent performance.
The document provides recommendations for improving the call center operations at Valuair 2006 based on findings. It includes:
1) Analyzing core processes like booking, payments, changes and complaints and identifying issues like inconsistent pricing quotes.
2) Evaluating the team structure and lack of defined job descriptions.
3) Assessing training programs and the need for career development plans.
4) Highlighting the absence of key performance indicators (KPIs) and a performance recognition system.
5) Suggesting a basic interactive voice response (IVR) system to improve call routing.
The document discusses the various functions and responsibilities of the front office department in a hotel. It covers front office positions like the front office manager, reservations, guest services, night audit, and concierge. It also describes how the front office interacts with other departments and its key responsibilities like property management systems, revenue management, guest services, accounting, and data management.
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.
Webinar | GDPR: How Can Content Services Help You Comply?Nuxeo
The document discusses subject access requests under the GDPR and how content services can help comply. It provides an overview of key data subject rights like access, rectification, erasure. It then outlines the typical process for handling a subject access request, from submission to discovery, review, response generation and delivery. It also presents analytics and demonstration capabilities as well as other use cases for content services in GDPR compliance.
Similar to Receive__process_reservations.pptx (20)
Post by LK_Marketing Communications Offline and Online Integration, Engagemen...LALU LK
This document provides an overview and table of contents for the 6th edition of the textbook "Marketing Communications: Offline and online integration, engagement and analytics" by PR Smith and Ze Zook. The summary dedicates the book to Christopher Granville Berry for his contributions to marketing and acknowledges those who contributed to the 6th edition. It then provides a high-level outline of the book's two parts which cover the background and theories of marketing communications and specific tools respectively. The book aims to provide an integrated perspective on offline and online marketing communications.
The document provides guidance on evaluating ASEAN assessment processes. It outlines that evaluation should be carried out by assessors and can examine several areas, including:
1. The appropriateness and effectiveness of the assessment tools and methods used.
2. The performance of assessors and quality of their decisions.
3. Candidate feedback on the assessment experience.
4. Compliance of the assessment with ASEAN standards and guidelines.
The evaluation aims to improve future assessment processes and ensure quality, consistency and compliance with ASEAN frameworks. Assessor feedback is important for continuous improvement.
The document provides information about the Association of Southeast Asian Nations (ASEAN) and the ASEAN Mutual Recognition Arrangement on Tourism Professionals (MRA-TP).
ASEAN was established in 1967 and has 10 member states. The ASEAN Secretariat headquarters is located in Jakarta, Indonesia. The MRA-TP was developed to facilitate the mobility of tourism professionals within ASEAN through mutually recognizing their educational qualifications and training. It establishes ASEAN Common Competency Standards for tourism professionals to harmonize qualifications. The standards define the core, generic, and functional competencies required for various tourism occupations.
Trainer advises students that the unit comprises five elements, as listed on the slide explaining:
Each element has a number of performance criteria which will be identified throughout the class and explained in detail
Students can obtain more information from their Trainee Manual
The course presents advice and information but where the workplace requirements differ to what is presented, the workplace practices and standards must be observed.
The night auditor performs several important financial and operational tasks overnight including:
1. Processing internal financial transactions such as verifying charges have been correctly posted to guest accounts, reconciling transactions, and preparing funds for banking.
2. Verifying the property's occupancy position by checking and validating room status, investigating discrepancies, and adjusting internal records.
3. Contributing to management decisions by preparing operational reports on daily revenues, arrivals/departures, in-house guests, and special requests and distributing them to relevant departments. The night auditor also monitors night auditing duties and provides feedback to management.
ASSESSMENT OF COMPETENCE HB ASEAN MRA TP1.pdfLALU LK
The document discusses competency-based assessment and training, including defining competency, the principles and flexibility of competency-based assessment, different assessment methods and tools, and the process of planning and conducting competency-based assessments through gathering evidence to determine if a worker meets the required standards.
Re-Post By LK Provide_Housekeeping_to_Guest.pptxLALU LK
Housekeepers complete tasks related to keeping homes, hospitals, hotels, schools, and offices clean. This may involve refilling supplies, sanitizing equipment, or making beds. The role almost always includes vacuuming, sweeping, mopping, dusting, and other general cleaning tasks.
Cleaning Equipment dan Cleaning Supplies By LK..pptxLALU LK
This document provides a summary of Lalu Kamariadi's work experience including positions in housekeeping supervision, front office, and food and beverage service at several hotels in Lombok, Bali, and Jakarta. It also lists cleaning procedures and supplies used in public areas.
Dokumen tersebut membahas tentang layanan restoran dan tahapan pelayanannya. Secara singkat, dibahas pengertian layanan restoran, jenis-jenis layanan seperti table service, carry out service, dan counter service, serta langkah-langkah pelayanan untuk beberapa gaya layanan seperti American service, English service, Russian service, dan French service. Terakhir, dibahas urutan tahapan layanan restoran mulai dari menyambut tamu hingga mengantar tamu keluar.
Persentation By LK Menyediakan Layanan Housekeeping.pptxLALU LK
Dokumen tersebut membahas mengenai penanganan permintaan tamu untuk meminjam peralatan di hotel seperti pengering rambut, kursi roda, dan alat tulis. Terdapat langkah-langkah yang harus diikuti seperti mengkonfirmasi permintaan, menyiapkan barang, menjelaskan cara pemakaian, dan mengambil kembali barang sesuai jadwal. Dokumen juga membedakan barang yang dapat dipinjam gratis dan yang dikenakan biaya tambahan
1. Lalu Kamariadi S.Tr Par memiliki pengalaman lebih dari 10 tahun bekerja di berbagai posisi di bidang perhotelan seperti housekeeping, front office, dan manajemen acara.
2. Dokumen memberikan penjelasan tentang pelayanan housekeeping di hotel seperti pembersihan kamar, penanganan permintaan tamu, serta prosedur penggunaan peralatan housekeeping.
3. Ada pula penjelasan mengenai barang-barang yang bisa dipinjamkan tamu tanpa bi
The document provides information about the role of a room attendant in a hotel. It discusses the duties and responsibilities of room attendants, which include maintaining cleanliness and order in guest rooms, handling lost items, assisting with laundry, and cooperating with other hotel departments. It also describes the characteristics needed for the job such as knowledge of room amenities and facilities, cleaning supplies, and safety procedures. Room attendants are expected to provide good customer service, follow rules, and maintain a professional appearance. Their work involves cleaning multiple rooms per shift and responding to guest requests.
Prepare By LK 20 STEPs CLEANING GUEST ROOM.pptLALU LK
Dokumen tersebut merupakan prosedur standar pembersihan kamar hotel yang terdiri dari 20 langkah mulai dari persiapan peralatan hingga pemeriksaan akhir sebelum melaporkan kamar siap digunakan kembali. Langkah-langkah tersebut mencakup kegiatan seperti membersihkan furnitur, sanitasi peralatan, pembersihan lantai dan dinding, penggantian linen, hingga pengecekan akhir sebelum melaporkan kamar
How to Fix the Import Error in the Odoo 17Celine George
An import error occurs when a program fails to import a module or library, disrupting its execution. In languages like Python, this issue arises when the specified module cannot be found or accessed, hindering the program's functionality. Resolving import errors is crucial for maintaining smooth software operation and uninterrupted development processes.
This slide is special for master students (MIBS & MIFB) in UUM. Also useful for readers who are interested in the topic of contemporary Islamic banking.
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Let’s explore the intersection of technology and equity in the final session of our DEI series. Discover how AI tools, like ChatGPT, can be used to support and enhance your nonprofit's DEI initiatives. Participants will gain insights into practical AI applications and get tips for leveraging technology to advance their DEI goals.
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How to Make a Field Mandatory in Odoo 17Celine George
In Odoo, making a field required can be done through both Python code and XML views. When you set the required attribute to True in Python code, it makes the field required across all views where it's used. Conversely, when you set the required attribute in XML views, it makes the field required only in the context of that particular view.
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it describes the bony anatomy including the femoral head , acetabulum, labrum . also discusses the capsule , ligaments . muscle that act on the hip joint and the range of motion are outlined. factors affecting hip joint stability and weight transmission through the joint are summarized.
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Discover the Simplified Electron and Muon Model: A New Wave-Based Approach to Understanding Particles delves into a groundbreaking theory that presents electrons and muons as rotating soliton waves within oscillating spacetime. Geared towards students, researchers, and science buffs, this book breaks down complex ideas into simple explanations. It covers topics such as electron waves, temporal dynamics, and the implications of this model on particle physics. With clear illustrations and easy-to-follow explanations, readers will gain a new outlook on the universe's fundamental nature.
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LAND USE LAND COVER AND NDVI OF MIRZAPUR DISTRICT, UPRAHUL
This Dissertation explores the particular circumstances of Mirzapur, a region located in the
core of India. Mirzapur, with its varied terrains and abundant biodiversity, offers an optimal
environment for investigating the changes in vegetation cover dynamics. Our study utilizes
advanced technologies such as GIS (Geographic Information Systems) and Remote sensing to
analyze the transformations that have taken place over the course of a decade.
The complex relationship between human activities and the environment has been the focus
of extensive research and worry. As the global community grapples with swift urbanization,
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significant role in maintaining the ecological equilibrium of our planet.Land serves as the foundation for all human activities and provides the necessary materials for
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Therefore, human intervention has significantly influenced land use patterns over many
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providing crucial environmental data for scientific, resource management, policy purposes, and
diverse human activities.
Accurate understanding of land use and cover is imperative for the development planning
of any area. Consequently, a wide range of professionals, including earth system scientists, land
and water managers, and urban planners, are interested in obtaining data on land use and cover
changes, conversion trends, and other related patterns. The spatial dimensions of land use and
cover support policymakers and scientists in making well-informed decisions, as alterations in
these patterns indicate shifts in economic and social conditions. Monitoring such changes with the
help of Advanced technologies like Remote Sensing and Geographic Information Systems is
crucial for coordinated efforts across different administrative levels. Advanced technologies like
Remote Sensing and Geographic Information Systems
9
Changes in vegetation cover refer to variations in the distribution, composition, and overall
structure of plant communities across different temporal and spatial scales. These changes can
occur natural.
2. Describe the elements of the
reservation system
All reservation systems
require:
Ability to check availability via
a chart, computer, or diary
Ability to offer alternatives
when the requested booking
is not available
Ability to provide information
on the costs and product features
(continued)
Slide 2
3. Records the details and requirements of the person
making the reservation
Is a way of recording the acceptable method of
payment
Provides a confirmation of the details
Slide 3
Describe the elements of the
reservation system
4. Manual system:
Used by smaller establishments
Less common today
Cheaper to maintain
Requires duplication in filing –
date/name
The basis for the development of a
computer system
Labour intensive
Slide 4
Describe the elements of the
reservation system
5. Computerized system:
Up to date “real” time information
Greater reporting ability – marketing and profit
Less staff required
What system will work best
for my establishment?
Slide 5
Describe the elements of the
reservation system
6. Slide 6
Types of bookings that may be processed
Accommodation suppliers:
Resorts, guest houses, backpackers,
boutique hotels
Hotel chains – Hilton, Hyatt, Starwood
hotels and resorts, Marriott Hotels,
Accor, Jin Jiang Hotels
Aircraft:
Upgrades to a suite on A380 flights and first
class, business and economy class reservations
(continued)
Describe the elements of the
reservation system
7. Cruise ships:
Variety of rooms available
Increase in destinations -European,
Caribbean, and Asian destinations
Includes all meals
(continued)
Slide 7
Describe the elements of the
reservation system
8. Coaches or buses:
Insight tours, ConTiki,
Globebus, Trafalgar
5 star luxury tours.
Limousines (hire cars/vans – chauffeurs):
Many varieties available - electronic
navigation to assist travellers
(continued)
Slide 8
Describe the elements of the
reservation system
9. Day/extended tours including meals and possibly
accommodation and entrance fees
Dining and meal reservations
Entertainment
Tourist attractions
Events
Slide 9
Describe the elements of the
reservation system
10. How reservations are received:
Telephone
In person – face to face
Mail
Email
(continued)
Slide 10
Describe the elements of the
reservation system
11. Facsimile (fax)
Internet – on-line bookings
Third party reservations – e.g. Wotif,
AsiaRooms
Central reservation service (CRS)
Same chain referrals
“One-time registrations”
Slide 11
Describe the elements of the
reservation system
12. Customers who require reservations
There are 2 types of customers :
The business customer
and
The leisure customer
Slide 12
Describe the elements of the
reservation system
13. Respond to reservations requests
Acknowledge the customer making a reservation:
Use appropriate greeting
Never leave a guest waiting for attention
Follow the establishment’s policies and procedures
Maintain eye contact –
where applicable
Communication etiquette –
no jargon
Be aware of cultural needs
Slide 13
14. Identify required reservation details:
Dates – arrival and departure dates
Ask the right questions e.g. hiring a car –
where do you want to go? Car size,
4 x 4 or sedan? Number of passengers?
Luggage? Do you have a valid licence?
Can you spell that?
Type of booking accommodation,
transport or tours
Guest name
(continued)
Slide 14
Respond to reservations requests
15. Contact details
Number of rooms
Special requirements – baby facilities,
handicapped needs, religious requirements.
Cost / Do you have a budget?
Slide 15
Respond to reservations requests
16. Ask the right questions
Case Study 1:
You have received a phone call from Mai who is the manager
of a Travel and Tour company. She is putting together a
package for a Pharmaceutical Convention coming to your city.
What questions do you need to ask of Mai?
Slide 16
Respond to reservations requests
17. Mai’s request
Case Study 2:
Mai’s Pharmaceutical Convention will be in town for 4 days
Airport arrival will be at 10.00am
There are 50 doubles, 12 singles and 2 triples (in this
convention. This totals 118 guests. They expect to pay
no more than US$180.00 per room)
Meal arrangements – breakfast and lunch will be provided
every day for delegates
The Itinerary is as follows:
• Day 1: Registration and welcome drinks from 16.30 – 20.30
• Day 2: Convention from 09.00 – 16.30
• Day 3: Site seeing – arranged for the convention group
• Day 4: End of conference – arrange to depart at 10.00
Slide 17
Respond to reservations requests
18. Advise customer of availability of requested booking:
Check availability
Know the reservation systems
Be familiar with airlines, hotels, events
(Continued)
Slide 18
Respond to reservations requests
19. Terms and conditions of booking request – restrictions,
minimum numbers, method of payment
Product knowledge – leads to selling techniques
Slide 19
Respond to reservations requests
20. Offer alternative if requested booking is unavailable:
Advise of waitlist options or standby – know policies and
procedures for overbooking
Offer alternate times, dates, type etc
Over-book
Recommend suitable alternatives
(continued)
Slide 20
Respond to reservations requests
21. Suitable alternative means
Knowledge of:
Seasonal influences
Local attractions
Tourist developments
Natural Heritage Sites
Local markets
Museums
Sport events
Theatre
Slide 21
Respond to reservations requests
22. Role Play: Reservations staff
Staff member who is unable to assist the customer with a
reservation:
Person 1: Pretends to answer the phone, uses appropriate
greeting
Person 2: Pretends to be on the phone and wants to make a
reservation
Person 1: Unable to help, must ask them
to go on waitlist or offer an
alternative
Swap roles
Slide 22
Respond to reservations requests
23. Offer advice and information about available products,
services and facilities:
Apply selling techniques
Know your market
Slide 23
Respond to reservations requests
24. Respond to questions asked by customer:
Know your product:
• Advise customers of the features and benefits of
your product
Slide 24
Respond to reservations requests
25. When responding to questions and making a sale:
Capture attention of the customer
Maintain their interest
Create a desire
Read buying signals
Close the sale
Slide 25
Respond to reservations requests
26. Enter reservation details into system
Record reservation details:
Dates – Arrival and Departure
Name of the guest
Type of room/request – usually affects the rate quoted
Time of arrival – 24 hour clock
(continued)
Slide 26
27. Number of guests
Rate code
Market segment
An indication of the type of reservation
Slide 27
Enter reservation details into system
28. Examples of Market segments
Slide 28
Enter reservation details into system
29. Address
Contact details
Passport number
Slide 29
Enter reservation details into system
30. Method of payment:
• Terms and conditions attached to payments
Special requests
Confirmation number
Date and taken by information
Slide 30
Enter reservation details into system
31. Activity:
Using your reservation form work in pairs to record the following
reservations:
Role play one of the following situations, then change roles so you
each have a chance to be the reservation clerk and role play a
different situation
Guest – make up a name and have a special requirement such as
feather pillows, single beds, a view, non-smoking, paying by credit
card:
• Book a room for a father and 12 year old son
• Book a room for your boss to attend a conference
• Book a room in Bali for a couple to spend a romantic getaway
holiday
• Book a room for yourself and a friend to go to the theatre
• Book a room for yourself as cheap as possible for tonight
Slide 31
Enter reservation details into system
32. Update and utilize existing customer history
Providing Customer Service:
Using Guest History profiles will provide you with the
customer details and any special requests
Slide 32
Enter reservation details into system
33. Sharing data with relevant departments
You can share this history data with other departments:
Housekeeping
Food and Beverage Outlets
Car service and maintenance
Sales and marketing
Airline Catering – dietary requirements
Slide 33
Enter reservation details into system
34. Activity
From this reservation information select the data and describe
which department it needs to go to:
Mr. and Mrs. Smith will be returning to the hotel for 4 nights. They
have 2 children aged 2 and 5. It is Mrs. Smith’s
birthday on the second night. The family
have a room rate that includes breakfast
every day in the Lotus Flower restaurant.
They have a hire car with them for the
days they are here
Slide 34
Enter reservation details into system
35. Confirm existing data:
Use a suitable phrase to confirm you have the correct
guest and the right history details
Confirm special requests – non-smoking room or baby cot
– this may no longer be required
Slide 35
Enter reservation details into system
36. Confirm booking details with customer on completion of
data entry:
Confirm all the reservation details:
• Verbally
• In writing
Slide 36
Enter reservation details into system
37. Explain relevant reservation issues:
Arrival and departure times
Transfer of information
Payment
Refunds, surcharges and exchange policies
Slide 37
Enter reservation details into system
38. Accept payment for reservations:
Credit card
Cash
Company charge
Vouchers
Cheques/checks
Deposits
Slide 38
Enter reservation details into system
39. File reservation
How is information filed:
Manually:
• Numerically or alphabetically
• Both as back up
Electronically:
• Unlimited search functions - name,
date, company
• Disc back up systems and reports
Slide 39
Enter reservation details into system
40. Generate reservation related documentation
What documentation is required:
Receipts
Invoices
Vouchers
Confirmation letter
Information packs and brochures
Slide 40
Enter reservation details into system
41. The nature of customers means they will need to change
reservation information.
What needs to be changed:
Length of stay
Altering a flight or travel details
Changing times and customer numbers
Updating customer contact details
Altering billing details or
making a payment
Change or add special requests
Slide 41
Maintain reservations
42. Process to change or cancel reservations:
Always locate the original reservation
Verify that you have the correct guest
Discuss the changes to be made
Check whether it is possible to make these changes
Process cancellation and refund if applicable
Provide a cancellation number
Otherwise make changes or sell alternatives
Confirm changes and costs if any
Thank caller, close with a suitable phrase
Slide 42
Maintain reservations
43. Ways to follow up on unconfirmed reservations
Contact customers who have not paid for their
reservations
Solicit payment or balance of payment
Advise the customer of the status of a
reservation that has not been paid.
It will not be guaranteed (or kept)
for the arrival date without
full payment
Make courtesy reminder calls
Advise the customer of the enterprise
requirements for charges and
cancellation fees
Slide 43
Maintain reservations
44. Update internal records, documents and files as required:
When new information is received update all records:
New information can arrive both from
external sources or internally from
other departments.
Remember you are “accumulating” a
history on your customers
This may involve other departments
within your establishment
File or store any “written” documents
that arrive
Slide 44
Maintain reservations
45. Communicate reservation details to others
Different departments for different requests
Communication with other departments for a hotel
reservation:
• Front Office
• Concierge
• Housekeeping
• Maintenance
• Sales and Marketing
(continued)
Slide 45
Maintain reservations
47. Notify external organisations in relation to reservations:
It is always important to think about external
organizations that will also be affected by reservations at
your establishment
What impact would an international doctors conference
involving over 500 delegates from all around the world
arriving in your city for 4 days have on the local
organisations?
Slide 47
Maintain reservations
48. External organizations:
Airlines
Taxis, hire cars and bus operators
Local shops and restaurants
Tourist attractions
Travel agents
Doctors and Medical clinics
Slide 48
Maintain reservations
49. Activity
Internal and external communications:
1) When a tour group arrives at your hotel what
reservations related documentation needs to be
distributed to the other departments within a hotel?
2) You book a yacht to take a group of people on a
fishing trip for 2 nights. Describe the other
business that would need to contribute to
arranging for this yacht ready for the charter:
Identify the documentation you would need to send
to each establishment to request their services
Slide 49
Maintain reservations