Teaching and Learning Materials

Overhead Slides

HOTEL ACCOMMODATION PROGRAM

English Edition

Elements

Receive Reservation Request

RECEIVE AND PROCESS
Record Details of Reservation
RESERVATION
Updates Reservation
ITHHBFOC01AIS/ PAR.HT02.017.01

Advise Others on Reservation

Details

SMK Negeri 4 Jambi

AGUS SAMBODO, M. Pd. Hotel Accommodation Program
Competency Title: Receive and Process Reservation
2009 Competency Code: ITHHBFOC01AIS
 Receive Reservation Request

Definition of Reservations SLIDE : 2

Why the guest make a reservation?

The reasons People needs
of traveling while traveling

Vocation/ Food and

Pleasure Beverage

Accommodation
Job
Place
Activities
examples
examples

Other
Hygienist & Hotel
Family Services
Privacy Reservation

Safety & Confirmation

Culture
Comfort Confirmation
Cost Prediction

Service Information
 Receive Reservation Request

Definition of Reservations SLIDE : 3

What is reservation?
Reservation is the series of activities who done by prospective guest (s) or
other sources for room (s) and other facilities which required for future time.

Key
KeyPoint
Point

Those activities done by prospective guest (means person

or party who make a reservation could not state the guest,
 because the reservation is not certainly available and
could provide by hotel.

The main of reservation is room (s) with or without other

 facilities, such as meals, special request, and other
services which required by the guest.

 The reservation should be for future time (not for current)

 Receive Reservation Request

Types and Classify of Reservations SLIDE : 4

Classify
Classifyof
ofReservation
Reservation

New Reservation

Individual
Individual Group
Group Conference
Conference

Range
RangeofofNo.
No.ofofGuest
Guest Range
RangeofofNo.
No.ofofGuest
Guest Company/
Company/Association
Association

Normal/
Normal/Package
PackageRate
Rate Group/
Group/Disc
DiscRates
Rates Commercial
CommercialRates
Rates

Complimentary
ComplimentaryRoom
Room
 Receive Reservation Request

Types and Classify of Reservations SLIDE : 5

Types
Typesof
ofReservation
Reservation

Guaranteed
Guaranteed Non-Guaranteed
Non-Guaranteed

• •Reservation • •Reservation
Reservationisisnot
Reservationisis confirmed yet
not
confirmed
confirmed confirmed yet
• •Reservation • •Reservation
Reservationwill
Reservationwill
will held until
will
18.00
held for 24 hours
held for 24 hours held until 18.00
Prepayment • •Prepared • •Not
Notprepared
preparedfor
Prepayment Preparedfor
forarrival
arrival arrival
for
arrival
Credit
CreditCard
Card

Advance
AdvanceDeposit
Deposit

Travel
TravelAgent
AgentVoucher
Voucher

Corporate Confirmed Amended/

Corporate Confirmed Amended/Change
Change Cancelled
Cancelled
 Receive Reservation Request

Means of Reservations SLIDE : 6

Applies to all tourism and hospitality sectors where reservations

services are received or reservations may be by :

Telephone Letter Personal

Facsimile Comp. Term Internet

 Receive Reservation Request

Source of Reservations SLIDE : 7

IN PERSON

OTHERS
AIRLINE SOURCE

AFFILIATE
NETWORK

TRAVEL CENTRAL
AGENT SOURCE OF RESERVATION
RESERVATIONS SYSTEM

NON
AFFILIATE
COMPANY NETWORK
CORPORATE CAR
RENTAL
INTERS
ALL
AGENCY
 Receive Reservation Request

Reservation Inquiry SLIDE : 8

What is reservation inquiry?

Reservation inquiry is a process of collecting information on
the guest’s stay, and should include:

Guest’s Name Type And Number Of Room Requested

Address And Phone Number Room Rate
Company Or Travel Name Number Of People In The Party
Date Of Arrival Method Of Payment
Date Of Departure Special Request.

A reservation staff enters the information onto:

Reservation Form Computer Terminal

 Receive Reservation Request

Reservation Inquiry (Cont’d) SLIDE : 9

Sample of Reservation Form

 Receive Reservation Request

Reservation Scheme SLIDE : 10

Inquiry is Initiated

Check Availability and

Quote Rate

Confirm Rate and

Gather Reservation Data

Request Guarantee

Issue Confirmation Number

1 2 3

Reconfirm Modify Cancel

Check-In
 Receive Reservation Request

Reservation System SLIDE : 11

Type of Reservation System

Manual
Manual(Conventional)
(Conventional)System
System

 All information is recorded on a

reservation form or slip, then
transferred to a reservation Information 1
diary.
 With the manual system details
Reservation Form
usually go to Conventional/
Reservation Charts (CRC) or
Density Chart – a list of all
rooms and reservations for a
month at a time. Reservation 2
Diary/ Slip

3 Reservation Chart
 Receive Reservation Request

Reservation System (Cont’d) SLIDE : 12

Type of Reservation System

Computerized
ComputerizedSystem
System

 Computerised system can be

used in conjunction with the
manual system. Information 1
 Reservation forms are filled
out manually while bookings
Reservation Form
are being taken, then entered
later onto the computer.

Computer 2
Terminal
 Receive Reservation Request

Handling Reservation SLIDE : 13

Individual Guest (Including VIP Treatment) Group (Including Tour and Convention)

Guest Request

Check Room Availability

(Reservation Chart/Computer VDU)

Room is Unavailability Room is Availability

Offer Alternatives Reservation Form

Other Room Type

Reservation Slip/ Diary
Other Period
Reservation Chart or
Room Change
Computer Terminal
Waiting List
Confirmation
Other Hotel

No Yes File

File Denied Click here

 Receive Reservation Request

Handling Reservation SLIDE : 14

Handling Reservation for Individual Guest

VIP Treatment:
• One day prior to the arrival, the guest relations officer issues a complimentary VIP
request form to the front office manager, which will be passed on to the general
manager for approval.
• When a complimentary VIP request form has been completed, pass it to the
departments concerned for action not later than 3 pm. One day in advance.
• On the day of the arrival, the guest relations officer will issue the VIP arrival list and
distribute to all departments concerned before 12 noon.
• The VIP treatment is recorded in the guest history as per complimentary VIP request
forms
• All VIP’S are listed on the daily VIP list indicating:the guest’s name, type of room,
date check-in/out, arrival time/flight, category, VIP status approved, dan company
name.
• the daily VIP list shows today’s VIP arrivals.
 Receive Reservation Request

Handling Reservation SLIDE : 15

Handling Reservation for Individual Guest (Cont’d)

SAMPLE OF VIP CATEGORY

CATEGORY SET – UP ENTITLEMENT

 Large flower arrangement  Chairman suite with full payment

 Large fruit basket  Presidential suite with full payment
 Welcome letter  Guest recommended by the management.
VIP A
 Full bar set-up
 2 newspapers and 3
magazines.
 Medium flower arrangement  Executive suite or business suite with full
 Medium fruit basket pay
VIP B  Welcome letter  Executive management
 1 newspapers and 2  Guest recommended by the management.
magazines.
 Small flower arrangement  Repeat guest (eg. 10th visit)
 Small fruit basket  Guest recommended by a member of the
VIP C
 Welcome letter. management
 Supporting travel agent.
 Small fruit basket  Repeat guest (eg. 2nd visit)
 Welcome letter.  Guest recommended by a member of the
VIP D
management
 Supporting travel agent.
 Receive Reservation Request

Handling Reservation SLIDE : 16

Handling Reservation for Group

General Procedure (Including Tour Groups, Conferences, Sporting Groups):

1. To secure the reservation, the hotel must receive a one-night deposit equivalent to the room charge
thirty days prior to the group arrival date. If there is no arrangement, rooms not guaranteed by
deposit may be released automatically

2. A complete rooming list must be received by the hotel at least seven days prior to the group’s
arrival, including full details of flight information and meal requirements

3. Blocking a number of rooms to accommodate a tour

4. Notifying departments of the group reservation to allow staff to prepare

5. Pre-registering a group to ease arrival and check-in

6. Confirmation of group

7. A tour movement sheet may be printed and distributed

8. Cancellation of any confirmed group reservation must be informed in writing addressed to the hotel
by the agent at least fourteen days prior to the arrival

9. All accounts are to be settled upon the departure.

 Receive Reservation Request

Handling Reservation SLIDE : 17

Check Room Availability

(Reservation Chart/ Computer VDU)
Determination Room Availability

Manual
Manual(Conventional)
(Conventional)System
System Computerized
ComputerizedSystem
System

Large Hotel Affiliate Non-affiliate

Room Forecast Board Reservation Reservation
Click here Network Network
Medium Hotel
Density Chart
Click here

Small Hotel
Conventional Chart
Click here

Central Reservation System

(Visual Data Unit)
 Receive Reservation Request

Offering Alternatives SLIDE : 18

Receive and Deny Reservation

Receive or deny reservation determined after the availability of guest
request is checked on reservation chart/computer terminal.

The unavailability of guest request should be offer alternatives before

Click here
the reservation is denied.

Denying Reservation (Booking)

1 2 3

Accommodation The hotel is fully The guest is

requested is not booked blacklisted
available
 Receive Reservation Request

Selling Technique SLIDE : 19

Techniques for Selling Hotel’s Facilities and Packages

Techniques Of Selling

Up Selling
A selling technique, which starts from the lower price to the higher price.

Down Selling
A selling technique, which starts from the higher price to the lower price.

Five Steps of Making Sale

Approaches

Presentation

Handling Objection

Telling guests about special packages and promotion

Closing The Sale

 Receive Reservation Request

Selling Technique (Cont’d) SLIDE : 20

Techniques for Selling Hotel’s Facilities

and Packages (Cont’d)
FIVE STEPS OF MAKING SALE
STEP DESCRIPTION
Approaches Make a good impression on the guest and gaining their attention
Presentation Offering your product and/or services to the customer in such a way that he will
want to buy them
Handling Objection The salesman’s attitude when answering guest objections is most important:
1. Listen carefully and courteously
2. Give the guest a complete attention
3. Don’t answer too quickly, but give the guest’s statement careful
consideration
Telling guests about 1. Notify tour guide or agency
special packages and 2. Send the brochure to the guests with confirmation of reservation
promotion 3. Prepare a special information sheet for the reservation agent to use to
answer any questions regarding rates, validity dates, inclusions
Closing The Sale 1. One of the best ways to close the sale is to ask the guest for the order, that
is, get their name on the registration card. e.g. “would you like to register, Mr
Simpson? I know you will find this room very comfortable”
2. Give the guest choice between two rooms of the same general type
 Record Details of Reservation

Guest History SLIDE : 21

Checking Guest History

What is guest history ?
Guest history is a record of personal and financial
information about hotel guests that:
1. Is relevant to marketing and sales?
2. Can help the hotel serve the guest should he or she return?

If a guest has stayed at the hotel before, reservation can access information on:
• Rate charged (rack/published, corporate, discount) • VIP status
• Room type preferred • Method of payment
• Special requests • Problem or blacklisted guest

The benefits of accessing this information at the time of another reservation:

1. Saves the guest time
2. Shows that the guest is recognised and their needs known.
 Record Details of Reservation

Reservation Record SLIDE : 22

Gathering Information and Reservation Record

(Reservation Form/ Slip/Diary and Confirmation)

Manual
Manual(Conventional)
(Conventional)System
System Computerized
ComputerizedSystem
System

1
Reservation Form Affiliate Non-affiliate
Click here Reservation Reservation
Network Network
2
Reservation Slip/ Diary
Click here

3
Confirmation Letter
Click here

Computer Terminal
 Record Details of Reservation

Special Request SLIDE : 23

Recording Special Request

Guest’s requests must be recorded clearly and specifically. Procedures include:
1. Marking the reservation form
2. Contact other departments (by phone or memo)
3. Entering requests in the computer with a flag or alert that will be printed to
notify staff in all departments whenever a report is printed.

Types of Requests
Preferred location
Poolside location, an ocean-view room, a specific floor, handicapped facilities.
Preferred bedding type
Double beds or twin beds, queen or king size beds.
Additional bedding
Rollaway bed for a child, a crib for an infant, extra bed.
Others
Extra pillows, fruit basket, tea/coffee maker facilities.
 Record Details of Reservation

Reservation Confirmation SLIDE : 24

Reservation Confirmation
A reservation confirmation means that the hotel has acknowledged and
verified a guest’s room request and personal information by telephoning or
mailing a letter of confirmation.
Confirmed reservations may be either guaranteed or non-guaranteed.

A letter of confirmation normally generated on the day the reservation

request is receives.

Confirmation letters generally include:

1. Name and address of guest.
2. Date and time of arrival and departure.
3. Room type and rate.
4. Number of person in the party
5. Reservation classification (guaranteed or non-guaranteed).
6. Reservation confirmation number.
Reservation Confirmation
7. Special request.
 Record Details of Reservation

Payment Received to Guarantee a Reservation SLIDE : 25

Types of Payments

Types of Payments

Pre-Payments

Advance Deposit

Credit Card

Travel Agent Guarantees

The following are common credit card accepted by hotels:
• American Express
• Master Card
• Visa
• Diners

Corporate Guarantees
 Record Details of Reservation

Payment Received to Guarantee a Reservation (Cont’d) SLIDE : 26

Receiving Deposit and Pre-Payments

1. Deposits may be required for guests who will be paying in cash

payment, for suites or honeymoon packages, conferences and
groups
2. Deposits are noted on reservation form
3. All deposits are forwarded to the cashier for holding in an account.
They will be posted to the guest folio when guest registers
4. A receipt for the deposit must be issued and usually issued to the
guest with confirmation of reservation
5. Prepayments will be similarly held and posted to the guest folio
when registering
 Record Details of Reservation

Payment Received to Guarantee a Reservation (Cont’d) SLIDE : 27

Step for Recording Payments

1. Informing guests that a deposit is required and calculating amount.

2. Accepting cash or credit card payment and following credit
procedures.
3. Noting on reservation form deposit or payment received.
4. Writing on printing receipt.
5. Posting the deposit.
6. Issuing receipt to the guest.
 Record Details of Reservation

Filling The Reservation Records SLIDE : 28

Filing Documents Reservation

Written
WrittenMaterial
Materialon
onReservation
ReservationCan
CanInclude
Include

Modify to The Reservation Hanging Map

Cancellation

Confirmation Letter

Reservation Form
 Record Details of Reservation

Filling The Reservation Records (Cont’d) SLIDE : 29

Filing Documents Reservation (Cont’d)

Documents
Documentsmay
maybe
beFiled
FiledManually
Manually

In Alphabetical Order
Hanging Map

By Date of Arrival

Filing Cabinet
 Record Details of Reservation

Filling The Reservation Records (Cont’d) SLIDE : 30

Filing Documents Reservation (Cont’d)

Maintaining
MaintainingReservation
ReservationRecords
Records

Today's Arrivals

Sub-Section A Sub-Section B Past Bookings Modifying

Provisional Confirmed Guest with Reservation

Bookings or Inquiry Bookings Reservation has Amendments and
(Non-Guaranteed) (Guaranteed) been Arrival Cancellation
 Record Details of Reservation

Filling The Reservation Records (Cont’d) SLIDE : 31

Practical Application
Enter the following information to a reservation record