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Central Reservation System (CRS)
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.
Central reservation systems
Telephone
Property-to-property
FAX
E-mail
Group Bookings
Types of groups
Tour groups
Conference/convention
Charity groups (fund raising)
Flight crews
School groups
Sporting groups
Reservation Availability
After receiving a reservation request, the hotel might accept it,
as it is, if there is room availability.
If not, the reservation department should suggest alternative
room types, dates, and/or rates, to the potential guest.
If, however, the potential guest insists on his/her previous
request, the hotel should suggest an alternative hotel.
That's one of the main reasons why we need to maintain
good relation-ships with nearby competing Hotels
continued
The reservation department should always compare
historical reservation volumes against actual arrivals.
The main reason is to cope with overbooking, which a
situation occurring when the total number of rooms
reserved for a certain period of time exceeds the total
number of rooms available for sale, for the same period of
time.
continued
Rack
Corporate
Government
Airline (delayed flights, crew, package)
Travel Agents (package, familiarisation, group, F.I.T.)
Groups/conference
Packages (honeymoon, weekend, midweek)
Five steps to selling
Reservation forms
Registration cards
Guest folios on check-out
Housekeeping
To enable accurate staff rostering
Budgeting, planning for refurbishment, ordering of
supplies
Food and Beverage
As above
Departments concerned with reservations
report
Maintenance
To enable accurate staff rostering
Budgeting, planning for refurbishment, ordering of
supplies
Concierge/Porters/Front Desk
As above
Types of Reports
Occupancy
Arrivals
Cancellations
Special requests
V.I.P.S
Black lists
Market Segments
Guest history
Occupancy Reports
Prepared on a regular basis for:
rostering
budgets
maximising occupancy
planning refurbishment
ordering
Special Requests Report
Housekeeping
Cots/rollaways/special linen/vases/flowers/baby
sitters/early and late arrivals and departures
Room Service
Champagne/fruit baskets/flowers/VIP mini bars
Porter/ Concierge
Theatre bookings/restaurant bookings/hire cars/early
arrivals/late departures/wheelchair access/luggage
storage/red carpet
Special Requests Report
Food and Beverage
Dietary, Group meals, Children, Cultural Requirements,
Seating, Groups departing early
Functions
Dietary, AV Equipment, Meal break times, Business
Services
Group and Conference
Details
ETA/ETD
Rooming list ready
Rooms Assigned
Staffing requirements
Porter/Concierge (Luggage collection times)
Food and Beverage
Functions department
Hospitality room/area
Black List
FOR AMENDMENT
Note down on paper all details received, name of the caller,
date and time.
Write down all details in reservation form, stamp
amendment on the form and put in the remark details of
amendment.
Then key in the computer.
Filing following the new information in amendment.
AMENDMENT & CANCELLATION
FOR CANCELLATION:
Note down the details and ask for the reason of
cancellation and the name of the caller.
Take the requested reservation form and stamp
Cancelled with clerk initial, date, time and reason of
cancellation and key in the computer.
Filing in the cancellation file of that month.
HANDLING GUARANTEED
RESERVATIONS
When confirming a reservation, inform the person
making the booking that the reservation will be held
until 18:00 hours on the day of arrival to cancel the
booking. If the reservation is not cancelled by this
time, one nights room rate will be charged.
A reservation may be guaranteed as follows:
Advance Deposit one nights deposit received by
check, or cash, prior to the day of arrival.
Credit Card the credit card name, number and expiry
must be obtained.
HANDLING GUARANTEED
RESERVATIONS
Company Letter A company may guarantee a
reservation in writing. This written guarantee must be
on company letterhead and signed by an authorized
representative.
Travel Agent A Travel Agent may guarantee a
reservation using the same method as a company, or
by quoting their number as a guarantee.
All staff will be informed by the Reservations Manager
when occupancy dictates that all bookings are to be
guaranteed. In such a case no 18:00 hrs bookings can
be accepted.
Important Notes When Taking
Room Reservations
Arrival time and flight details (arrival/departure).
Telephone contact number and name of the contact
person.
Billing instructions.
Is the guest a Return Guest?
Any special request (king bed, twin bed, smoking or
non smoking rooms)?
Any hotel pick up / transfer out to / from the airport.
Which Company is the caller from?
Important Notes When Taking
Room Reservations
Arrival guests name.
How many and type of rooms needed.
Confirm room rate.
Always remember to inform guests about our cut-off
time.
Reservation will be on hold till 18:00 hours if theres a
high occupancy.
Let the gust know that check in time 12:00 noon.
Ask if guest wish to have has booking / reservation
GTD (Guaranteed).
Basic Phraseologies of Reservation
Agents
Are you attending a group or convention
How many people are in the group sir?
Are you member of the hotel club sir?
Have you stayed with us before sir?
Do you prefer non-smoking or smoking?
What is your estimated time of arrival?
How would you like to settle the bill?
Let me verify this information for you.
Basic Phraseologies of Reservation
Agents
DON`T SAY DO SAY
We are oversold. We are sold to capacity.
I can`t confirm a king bed I would be happy to request
room. a king bed for you
This computer system is My computer is down right
new, and I dont know it now, please bear with me
well. We are filling up, but I am
We still have many rooms confident we have a room
available. for you.
Reservation Form
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Thank you!!!