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ROOM SALES CONTROL

On-request

Declare Reservation Manager (no more for reservation)

Wait-list

On-request, should channeled through the reservations supervisor to confirm

Room Statistics

Reservation Office-is to prepare room statistics of the hotel and other competitive hotels for purposes of gauging the soundness of operations.

Reports and Forms Required for Preparing Room Statistics


1. Room Count Sheet (RCS) 2. Room Sales Recapitulation 3. Room Rack Slips 4. Registration Card (RC) 5. Reservations Slip/Reservation Card 6. Change Rate Form 7. Arrival/Departure record

Rooms of Statistics

Room nights Total room nights and beverage room nights Room rates/revenue Number of guests per nationality, per count

Occupancy percentage calculated as follows:

Occupancy % = Total rooms sold Total rooms available

Average room rate (P/$)= Total revenue Total rooms sold

Other Reports Needed

Commercial accounts productivity report (CARP) Airline Bookings Report Report on Sariling Atin
Sariling Atin-meaning our very own is a package w/ special rate given to Filipinos especially domestics travelers

Breakdown o Number of Guest according tope of Nationality

Type of account Room type used

Monthly Rooms

Statistics Report

Breakdown of rooms for house use Out of order room Total available rooms Total rooms Day use Complimentary

Types of Account based on Source of Business


Commercial account Local travels (Filipinos) Groups Walk Ins Travel agencies Seminars/Convention Airline Crew Balikbayan

Amendments in Reservations

Extensions of stay-old departure to new departure date Early departure-from original departure date to new departure date Room change-single or double, 1 to 2 rooms or more and vice versa Walk-in-date of arrival until date of departure

Front Office Cashiering and Audit


Cash local currency Credit Card Visa and Master Card Foreign currency Cheques Travelers cheques Foreign cheques Debit cards Direct billing

Data needed for approval include (credit application form)

Company/Organization profile ownership, size, purpose, history, address Financial standing bank account history, account balance, copy of financial statement for the past 2-3 References hotels and suppliers who have extended credit to this applicant List of signatories and specimen

Dealing w/ Customers Concerns and Objections


ACKNOWLEDGE THE PROBLEM

DIG FOR FACTS AND DETAILS WHAT, WHO, WHERE, HOW?

ACCEPT RESPONSIBILITY; APOLOGIZE IF AT FAULT

OFFER AN ALTERNATIVE/ SOULUTION

CHECK CUSTOMERS ACCEPTANCE OF SOLUTION/STRATEGY

OFFER AN ALTERNATIVE/ SOULUTION

FOLLOW UP; GIVE THE GUEST A FEEDBACK

Sources or Avenues for Rooms Reservation


Letters Email or Internet Access Fax Telephone In person Computer terminals Call centers Global Distribution System

Records Management
Case Alphabetizing Indexing-is determining the order and format of the units in a name when alphabetizing. Unit-each part of a name is a unit The name Amparo Eugenio Santos has three units.

rtyshop ommunications

PARTYSHOP

COMMUNICATIO NS MANUFACTERS

rtyshop anufacturers

PARTYSHOP

aul Dynasty omputer

RAUL

DYNASTY

COM

aul Dynasty Diner RAUL

DYNASTY

DIN

J.E. Ackerman

ACKERMAN J E

Janil Samson

SAMSON JANIL

M. Dolores Sanchez

SANCHEZ M DOLORES

Maria Dolores Sanchez

SANCHEZ MARIA DOLORES

Abbreviations of Personal
Ma. Luisa L. Gaston Liz Taylor Billy Dee Hawkins Geo. Paul Bediones GASTON MA LUISA L TAYLOR LIZ HAWKINS BILLY DEE BEDIONES GEO PAUL

Name of Business Organizations


FILINVEST REALTY ANNA WONG STUDIOS PRUDENTIAL BANK THE EL TORO INDUSTRIES C H DETECTIVE AGENCY HOSPITAL OF MANILA DAILY STAR THE

linvest Realty

nna Wong Studios

he Prudential Bank H Detective Agency

l Toro Detective Agency

ospital of Manila

he Daily Star

yceum of the Philippines LYCEUM OF THE PHILIPPINES

Abbreviations in Business and Organization Names


Carpets Ltd. Of PA Data Systems,Inc. Ms. Sporting Goods N.J. Booth Age Colgate Mfg. Corp. CARPETS LTD OF PA DATA SYSTEMS INC MS SPORTING GOODS N J BOOTH AGE COLGATE MFG CORP

Dr. Pepper Bottling Co. LT JOSON EQUIPMENT CO

Symbols
& $ # % AND DOLLAR or DOLLARS NUMBER OR POUNDS PERCENT

Symbols in Business and Organization Names


#One Cellular Phones 1 # Hamburger Store 58TH Street Mall NUMBER ONE CELLULAR PHONES 1 POUND HAMBURGER STORE 58 STREET MALL

$ Saver Shopping Center DOLLAR SAVER SHOPPING CENTER

Systems For Organizing Paper Records

Select equipment and supplies essential for the storage and maintenance of paper records Follow efficient procedures for planning, establishing and maintaining files for paper records Identify the steps in alphabetic system entry and storage

Alphabetic System Entry and Storage


System Entry Cross-Reference System Storage Storage Documentations