The document discusses the guest cycle and reservation process in hotels. It covers the four stages of the guest cycle: 1) pre-arrival, 2) arrival, 3) occupancy, and 4) departure. It then details the responsibilities of the reservation department, including monitoring availability, processing reservations, and selling rooms at profitable rates. Various reservation types like guaranteed, non-guaranteed and confirmed are explained. Group reservations including blocks, cut-off dates, and wash downs are also covered. The document provides an overview of the hotel reservation process and terminology.

1. GUEST CYCLEGUEST CYCLE
DESINGED BY,
SUNIL KUMAR

2. Course Content Flow ChartCourse Content Flow Chart
History of Hotel Industry
The Lodging Industry
Organizational Structure
Hotel Reservations

3. The Guest CycleThe Guest Cycle
Cycle Stage Departments
1. Pre-arrival
______________
2. Arrival
______________
3. Occupancy
______________
4. Departure
_______________

4. Responsibilities of
Reservation DepartmentReservation Department
 Monitor room availability
 Accept & process advanced hotel room reservations
 Coordinate with the sales department on convention or
group reservations
 Knowledge of:
 __________________
 __________________
 __________________
 Key Duty - To sell every available room at the most
profitable rate.

5. Reservation RecordReservation Record
 Guest name & address
 Telephone number
 Group/company name
 Number in party
 Person making reservation
 Special requirements
 Expected arrival
 Number of nights
 Expected departure
 Room rate
 Reservation type
 Guarantee method

6. Reservation TypesReservation Types
Guaranteed
 __________________________
 ___________ ; ____________; ___________
 Guest is billed even if they do not use the room
Non-Guaranteed
 __________________________
 Not accepted as hotel nears full occupancy
Confirmed
 Hotel verifies that a guest has a reservation
 Can be ___________ or ______________

7. Group ReservationsGroup Reservations
Block
 A number of rooms set aside for a group
Booked
 Rooms actually __________ by group members
 Reservation agents should ask guests if they are
associated with a group
Cut-off Date
 Date when group blocked rooms return to hotel
room inventory (30 days prior to arrival)

8. Group ReservationsGroup Reservations
Wash (down)
 Blocking fewer rooms than requested by the
group based upon past group history
Displacement
 Turning away Free Independent Traveler (FIT)
guests for lack of rooms due to group business

9. Ways to Make aWays to Make a
ReservationReservation
 Mail
 Telephone
 Central Reservation System (CRS)
 More than 80% of Hotels have a CRS (1-800 number)
 In-House (Walk-In)
 Website (Third Party or Property Website)
 94% of hotels have property websites
 91% can receive online reservations

10. Web ReservationsWeb Reservations
 Hotel Property Website
 Third-Party
 Expedia, Travelocity, Yahoo Travel, etc.

11. Marriott San Francisco

12. ReservationsReservations
TerminologyTerminology
Overbooking
 Accepting more reservations than rooms
Walk
 Send a guest with a guaranteed reservation to
another comparable hotel
 Usually pay for room, cab, and phone call
No-show
 Guest who made a reservation but did not arrive
 Guaranteed reservations are still charged

13. Reservation ReportsReservation Reports
Turnaway Report
 Tracks number of reservations refused because
rooms were not available
Revenue Forecast Report
 Multiply projected occupancy by room rates
Expected Arrivals & Departures
 Lists check-ins, check-outs, and stayovers

14. Potential ReservationPotential Reservation
ProblemsProblems
Errors in Reservation Records
 Should repeat information back to caller
Jargon Misunderstandings
 Confirmed vs. guaranteed
CRS & Website Failures
 Miscommunication with hotel
 Notify as you approach full occupancy