Receive and Process Reservation

QUALIFICATION : FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY : RECEIVE AND PROCESS

RESERVATIONS

MODULE 1 : RECEIVING AND PROCESSING

RESERVATIONS

Module Description:

This unit of competency deals with the skills, knowledge and attitude required to receive and
process reservations for a tourism or hospitality product or service offered for sale through agents or
direct to the consumer

This module consists of four (4) learning outcomes. Each outcome contains learning
activities for both knowledge and skills, supported with information sheets, self-check activities
and job/operation sheets, gathered from different sources. Before you perform the manual
exercises, read the information/activity sheets and answer the self-activities provided to
confirm to yourself and to your instructor that you are equipped with knowledge necessary to
perform the skills portion of the particular learning outcomes.

LEARNING OUTCOMES:

At the end of this module you will be able to:

LO1. Receive reservation request

LO2. Record details of reservation

LO3. Update Reservation

LO4. Advise others in reservation details

INFORMATION SHEET 1.1

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Introduction

Having a guestroom ready and waiting for occupancy is the most important outcome of the
reservations process. Processing reservations involves matching room requests with room availabilities
and rates; recording, confirming and maintaining reservations; and producing management reports.
Reservation information is especially useful in other front office functions. Achieving high occupancy
and revenue takes considerable research, planning, and monitoring. The person assigned to these tasks
is usually the reservations manager or supervisor. In some cases, the front office manager, rooms
division manager or even general manager may have these responsibilities. Although selling rooms is a
very important role for the reservation department, deciding what rooms should be sold and the price
to sell them is just as important. Without proper planning and control, rooms may be vacant that could
be otherwise sold.

Processing Reservation

Before computerization, reservation agents focused primarily on basic room availability

information; they did not have an effective means by which to identify available room type. When a
guest requested a room, the reservations agent could confirm that a room was available. Reservations
agents would note special request on the reservation record, but it was up to the front desk to fulfil such
request at the time of check-in. At the same time, the front desk is considered to be primarily
responsible for keeping the hotel full and maximizing the room venue. Front desk agents were often
provided incentives to sell guests higher priced rooms when they arrived often to the guests’
annoyance.
Automation of the reservations process provides accurate and current room and rate
information. Requests for specific room types, locations and special features can be immediately
acknowledged and quickly confirmed as part of the reservations process. Many reservation systems
enable reservations agents to assign specific rooms.
Given in the role in the selling functions, much of the responsibility associated with projected
room revenues profitability analyses has shifted and now resides within the reservations department.
For this reason, many lodging companies now view reservation as part of the sales department, even
though the traditionally been part of the rooms division. Reservation agents are not order takers; they
are trained in sales techniques.
The availability of the reservation department to sell rooms, maximizing revenue, enhance
inventory control and improve guest satisfaction is often cited as an important justification for investing
in a front office system. Gathering forecasted sales information and using it to determine pricing or
room rate strategies is often referred to as revenue management.

Methods of Reservation

The proportion of bookings that are made in advance will vary from 100% in a resort hotel to
perhaps 10% in a transient or motorway hotel. Also, the length of time in advance that the guest books
himself will vary from a few hours to many months.
The receptions staff needs a system that will enable them to:
1. Check weather a reservation request is possible;
2. Record the booking;
3. Retrieve the booking at the appropriate time.

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It does not matter how the request for a reservation is made; the system of processing it will
remain the same. The immediate request is a room for tonight, but the future request could be for next
week, next month or even next year.

Forms Of Reservation

1. Telephone
Most common form of booking in many hotels. It is quick, easily accessible and most important,
it is interactive – the potential guest can find out immediately if a room is available, if the price is
satisfactory and so on. Normally, telephone reservations are requested to confirm the booking.

2. Fax
The Fax combines the speed of the telephone with the permanence of a letter. There is a less
opportunities for misunderstanding a reservation request, a confirmation of booking is instantaneous,
and it is still interactive – the reservation clerk can converse with the customer. Another important
advantage of the fax in reservations departments is that a message can still be sent even though there is
no one on duty at the other end.

3. Letter
A letter of reservations is also useful, for the customer can tell the hotelier about any special
requests, and it is clearly more enforceable as a contract in the event of the subsequent non-arrival.

4. Computer Terminal
This has been the fastest growing method of booking in recent years.

5. Personal
Direct, face-to-face contact between the customer and the receptionist. Return bookings are
frequently made in this way as guest departs at the end of their stay. The receptionist has the
opportunity to find out the maximum information and can answer any queries the guest may raise.

Rate Class

In lodging businesses, there usually are price ranges which were developed by evaluating the
prevailing prices of competing businesses and the monetary unit required to meet with the operational
costs and investment. The establishment’s normal room rate is often called their rack rate, which is still
subject to change depending on the season. A discounted rate for an organization that has booked a
large block of rooms or has received a volume discount in anticipation of a large number of bookings is
referred to as the group and tour rate while rates offered in conjunction with an advertising campaign
or promotion to encourage guests to stay in the hotel during off-peak seasons/ periods are called the
special and promotional rates. There is also a set rate that is offered to the public in conjunction with
other services, such as banquet or ball, the use of recreational facilities or access to a special event. This
is called the package rate.

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Types of Rooms

It is not enough to know just the rates of the hotel but most importantly the rooms offered by
the business. A front office agent must know the knowledge of theses rooms available for sale and these
rooms must meet all the needs of the guest who are checking-in. Guest are looking for efficiency and
convenience. A typical hotel have the room categories such as: (1) Deluxe- which represents the
maximum rate charged by the hotel for a regular-size sleeping room. The best available location in the
hotel with the best view and highest level of comfort, furnishing and decor. A typical hotel may also
have a (2) Superior room- which represents the moderate or medium rate charged by the hotel. Usually
located on the ground floor with an acceptable view. A (3) Standard room – represents the hotel
minimum rate for a regular size sleeping room. Rooms in this category usually offers the least attractive
view and least convenient location in the hotel while (4) economy room is priced below the normal
minimum rate reserved for overflow situations, discounted rate or special promotion. An
accommodation usually consists of two or more rooms, typically a parlor and sleeping room is called a
(5) Suite- have more than one bed or extra rooms such as kitchenette or conference room.

Beds found in guestrooms are also classified as follows:

1. Single bed - a bed approximately 36 inches by 75 inches

2. Double bed – bed that can accommodate a couple or two individuals approximately 54 inches by 75
inches in size.
3. Queen bed – an extra long, extra wide bed, about 60 by 80 inches in size
4. King bed – an extra long, extra wide bed, about 78 by 80 inches
5. Roll away bed – a portable bed
6. Pull out beds – bed that is inserted into a bed or pulled out when used. Advisable for small rooms as it
is space saving
7. Sofa bed – couch that is convertible into a bed

Some Reservations Terminologies

1. Amendments - refers to the changes made of records concerning his stay

2. Guaranteed Booking - A term for a room booking that has been confirmed in writing by a
guests
3. Forecast – A term for a studied anticipation of room business
4. Free Sale – This term refers to the rooms that is available for booking
5. FIT – the term stands for “Free Individual Traveller” who is an independent guest who does
not use the services of middlemen for booking his or her room
6. Lay-over – refers to the airline passengers checked in by the airlines who are catching a
connecting flight sometime later
7. On-request - term for a status when guest are kept waiting for a room booking confirmation

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TYPES OF HOTEL CLIENTS

For purposes of designating room rates, hotel patrons maybe classified as follows:

1. Walk in Guest is a label given to a patron who comes unannounced, looking for rooms. Walk in
guests with repeated patronage maybe rewarded for their loyalty by being given a special rate or
discount.

2. Corporate Accounts apply to companies or institutions, usually with special credit arrangements in
the hotel. If a credit line is extended, these companies are allowed to book their guests on charges
provided that they send a letter of guarantee to the hotel prior to the guest arrival. These accounts are
usually treated with special rates and also given priority during high occupancy especially when they
frequently patronize the hotel.

3. Associations are grouping of individuals or companies for a common purpose or goal, sharing ideas,
hobbies, beliefs, other lots of things. Examples; Personal Managers’ Association, Hotel and Restaurant
Management Association, Lions Club, Jaycees, etc.

These associations make use of hotel services for live in seminars, conventions and special events. They
usually go for lower rates since their member often pay hotel services out of their own pockets.

4. Travel Agencies – Most of these agencies have pre-arranged bookings of their tour groups in a hotel
of their choice. There are also many travel agencies that serve as intermediary in booking clients (usually
travelers, businessmen or tour groups) to the hotel, in exchange of a pre-negotiated management fee or
a commission.

5. Government Institutions/offices – Some have special bookings or credit arrangements with the hotel.
Example; TESDA, Department of Tourism, DTI, etc.

6. Free Independent Travelers (FIT) – refer to tourist or travelers traveling alone. It can also refer to
Foreign Individual Tourist who are not joining any tour group.

7. Education Institutions – i.e., Schools, Training Centers

8. Local/ Domestic Travelers – Some large hotels have ventured into a promotion known as “ sariling
atin” – ( our very own). This promotion provides for 30-50% discount for local tourists or domestic
guests.

9. Balikbayan – refer to returning or visiting Filipinos who are residing or working abroad. Some hotels
provide for special “balikbayan” rate.

10. Other Accounts

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Prescription of Room Rates

In establishing room rates, the hotel must be guided by the following considerations:

1. Rates must be competitive with other hotels of similar classification ( i.e., standard or de luxe,
whichever class the hotel belongs). Charging more than what is charged by similar hotels could result to
losing patrons to competitors.

2. Rate must be big enough to generate the revenue needed to recover the cost of operations, plus
allowance for profit.

Room Reservations

Types of Reservations

1. Regular Reservations- refers to an arrangements that a hotel makes to hold a room until cut-off date
and time. If the guest does not arrive by that time, the room maybe sold to other guests.

2. Confirmed Reservations – applies when the terms of reservation have been verified. Both the hotel
and the reserving party agree on the dates, rates and billing arrangement, room type and other
arrangements. The type of reservation is confirmed to the guest or in writing through mail, e-mail or fax.

3. Guaranteed reservations – is an agreement that the hotel makes to hold a room for a guest until the
guest arrives. In turn, the guest or his sponsor assures payment for the room using his credit card, or his
company account or by making a pre0payment. Unless the reservation is properly cancelled, the guest is
billed for the room and taxed according to hotel policies and procedures.

Handling Reservations Call

Steps and Procedures Phraseologies
1. Greet the caller and offer assistance. Lift the receiver as you say : “Room reservations,
good morning. May I help you?”
2. Get details and write in the reservations form all Ask: “For what date sir/ma’am?”
pertinent data like: “What type of room sir?”
• Name of the guest “May I have the name of the guest?
• Type of room “How many days, from____ to_____?”
• Number of days of stay “How would you like the bill to be settled
• Arrival and departure date Mr/Ms___.
• Manner of payment or billing arrangement
3. If the preferred room type is not available on “I’m sorry to inform you that all suite rooms have
the date mentioned, inform the guest but suggest been booked for March 20. How about a de luxe
other options. instead? We can transfer you to a suite room once
there is an available suite”.
4. If a caller wants the bill to be paid by his “Ma’am, since your company has no existing credit
company, the following procedures shall apply: account with us, we would like to request a deposit
or pre-payment in the amount of P_____

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Check in the credit list if the company is among plus a letter of guarantee from the company
those with a commercial credit account ( a copy of specifying that they will answer for the balance of
this list must be provided by finance Office). the bill upon check out. Could we please have this
letter on or before your guest will check in?.
If the company is provided a credit line, their guest
is allowed to sign for charges and a statement of
account shall be sent to the company. If no credit
line, company shall be asked to make pre-payment
and to sent a letter of guarantee.

If the booking party requests that bills be charged “Ma’am, let me refer this matter our
without pre-payment, the approval of the credit credit/Finance Manager for approval and I’ll get
manager must be secured. Without this approval, back to you for feedback”.
the pre-payment must be more before check in of
guest.
5. Confirm the reservations and validated all the “We wish to confirm reservations for Mr. And ms
information that is received. Guest from March 5 to 7. His preferred room is
double de luxe at a rate of $ 120. They are
expected to arrive on March 5 at 22:00 hour. The
guests bill will be settled by his company under
their commercial account.
6. Inform the caller about the 6 o’clock policy (if “Ma’am please advice Mr. & Ms.______ to check
applicable in the hotel). (This does not apply for in not later than 6 PM otherwise the hotel reserves
prepaid guaranteed booking). the right to give his room to wait listed clients.”
7. Thank the caller “ Thank you for calling. Have a nice day!”

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SELF-CHECK No. 1.1

Multiple Choice:

Instruction: Encircle the letter of the correct answer:

1. Room which represents the moderate or medium rate charged by the hotel.

A. Superior room B. Deluxe room

C. Standard room D. Economy room

2. Refers to an arrangements that a hotel makes to hold a room until cut-off date and time.
A. Confirmed reservation B. Regular reservation
C. Guaranteed reservation D. Non-guaranteed reservation

3. Refer to tourist or traveler traveling alone.

A. Corporate Account B. Walk-in guest
C. Free Individual Traveler D. Travel Agencies

4. A term for a room booking that has been confirmed in writing by a guests.
A. Guaranteed Booking B. Forecast
C. Amendments D. Lay-over

5. Couch that is convertible into a bed.

A. King bed B. Sofa bed
C. Queen bed D. Single bed

6. The establishment’s normal room rate.

A. Corporate rate B. Rack Rate
C. Package rate D. Group and Tour rate

7. This has been the fastest growing method of booking in recent years.
A. Computer Terminal B. Letter
C. Fax D. Personal

8. Focused primarily on basic room availability information.

A. Reservation Agents B. Telephone Operator
C. Front desk D. Concierge

9. Refers to the airline passengers checked in by the airlines who are catching a connecting flight
sometime later.
A. Forecast B. Lay-over
C. FIT D. Amendments

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10. Bed that is inserted into a bed or pulled out when used. Advisable for small rooms as it is space
saving.
A. Single bed B. Queen bed
C. King bed D. Pull out bed

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ANSWER KEY
SELF-CHECK NO. 1.1

1. A

2. B

3.C

4. A

5. B

6. B

7.A

8.A

9.B

10. D

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QUALIFICATION : FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY : Receive and Process Reservation

MODULE : Receiving and Processing Reservation

LEARNING OUTCOME 2 : Record details of reservation

ASSESSMENT CRITERIA:

1. Complete customer details are accurately recorded against their booking in a manner which
ensures correct interpretation by others who may access the reservation details
2. Customer profile or history, if available, is checked, and information is used to assist in making
the reservation and to enhance customer service
3. Special requests are clearly recorded in accordance with established requirements
4. All details of customer bookings are confirmed to the customer and it is ensured that they
understand and agree to all details
5. Reservations are filed in a manner which ensures easy access by others and is in accordance
with established procedures
6. Documents and other materials are prepared and issued to the customer in accordance with
the requirements of the specific reservation

CONTENT:

1. Recording guest details in reservation

2. Documents to prepare in reservation

CONDITIONS:

Student/ trainee must be provided with the following

Tools Equipment Materials/ Supplies
Computer Reservation form
Telephone Cancellation Form
Confirmation Record
Guest History Card

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METHODOLOGY:

• Demonstration
• Discussion

ASSESSMENT METHOD:
• Interview (oral/ questionnaire)
• Observation
• Demonstration of Practical Skills
• Written examination

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LEARNING EXPERIENCES

Learning Outcome No. 2

RECORD DETAILS OF RESERVATION

Learning Activities Special Instructions

Information Sheet No. 1.2.1 – Recording guest Read Information sheet No.1.2.1 –
details in reservation Recording guest details in reservation
- Customer details
- Guest profile Answer Self Check No. 1.2.1
- Special request
Compare answer to answer key 1.2.1

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.

Information Sheet No. 1.2.2 – Documents Read Information sheet No. 1.2.2 –
prepared in reservation Documents prepared in reservation
-Cancellation Form
-Confirmation Form Answer Self Check No. 1.2.2
-Reservation Form
-Guest History Card Compare answer to answer key 1.2.2

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.

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INFORMATION SHEET No. 1.2.1

Recording Guest Details in Reservation

For an efficient operation, reservation agent must take down all the necessary details
of guest in reservation. Here are the lists of details and steps needed in the reservation.

1. Greet the client and offer assistance.

2. Once request for reservation is received, find out from the inquiring party the dates and the
type of room required. Then check if there is an available room corresponding to the room type
preferred. Refer to the reservations chart or Room Status Rack where reservation slips are
clipped.

3. Inform the guest if the room is available. If the requested room type is not available ,offer
alternative room that is available. Tell the booking party that the guest could be transferred to
his preferred room the moment it is vacated.

4. Once room availability is confirmed, get detailed information as outlined below. Then enter
these details on a reservations card.

5. All pertinent information regarding the reservation shall be indicated in the Room
Reservations Card to include:

a. Name/s of Incoming Guest

b. Number of Persons Arriving
c. Arrival Date and Time
d. Information/ Time of Arrival
e. Departure Date
f. The Number of Nights the Guest is Expected to Stay in the Hotel
g. The number, type of room and type of bed required
h. Room Rate
i. Billing Arrangement
j. Remarks
k. Booked by
l. Accepted by
m. Date of Acceptance of Reservation

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Sample of Room Reservation Form

NAME OF THE HOTEL

ROOMS RESERVATION FORM

Rsvn. No. 222

Guest name/s:
Company: Nationality:
Address: Tel. No.
Booking Person: Contact No.
Arrival Date: Time:
Flight No. (arrival) Origin:
Departure Date: No. of room nights:
Guest type: ( ) FIT ( ) corporate
account
( ) airline crew ( ) sarilingatin
( ) Travel agency account ( ) balikbayan
Billing arrangement: ( ) cash basis ( ) charge to company
(send bill)
( ) credit card ( ) guest account
Guaranteed ( ) yes ( ) no
By Company/ individual:_________________
Account Number: ______________________ Applicable discount if any: _____
Remarks: Special arrangement if any: __________________________________

Room type No. of Pax Room Rate Room No.

Economy
Standard
Superior
Deluxe
Suite

Received/ entered by: ________ Via: _______ ( ) confirmed ( ) to be

confirmed
Approved by: ___________________________
Changes/ Amendments to Reservations:
Name of Guest: ______________________ Expected arrival: _______________
( ) Change of arrival date from _______ to _______
( ) Extension of stay up to __________________________
( ) Change of rate from ________ to _________________
( ) Change of room from ________ to _________
( ) Cancelled ( ) Others
Noted by ________________ Date _______________________

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Guest History / File

Many hotels find the need to have a history file of its past and present guest along with
the details of occupancy like length of stay, room nights, applicable rates, personal preferences
and other remarks. These data are recorded in the Guest History Card.

The guest account that has been aged after two to three days of departure will become
part of a guest history account which is stored in the memory of the PMS computer. These
records become part of marketing database. From the record, the hotel can trace its regular or
repeat patrons. Some hotels base their room charges from the guest previous rates and also
take into consideration the frequent of visit and classification of account – FIT (foreign
individual traveller), corporate account, travel agency account, etc.

Guest History Card

Guest Name:
Nationality:
Type of Account: Residence Address:
Company:
Contact Number: Cell.
Email:
Remarks: Room Type:

Arrival Departure Room Rate Total

Records in the history file maybe summarized on a monthly basis and from month to date to
have an overview of the type of patrons and the type of rooms that sells most. This helps in
designing marketing strategies.

Fulfilling Special Request

Part of registration is acknowledging and acting on any special request guest make. The
front office desk agent should strive to satisfy the requests at registration. Other possible
request may involve guestrooms:
• Location
• View

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• Bed type
• Smoking/non-smoking status
• Amenities
• Special furnishing for special guests

In addition, guests may ask for special furnishings or arrangements in the guestroom.
Sometimes, special requests are made by another person in behalf of the guest. While many of
the details surrounding special requests can be handle during pre-registration, it is important
for the front office to follow up on each request. Guests are quickly disappointed if, upon arrival
at their hotel room, they find that the hotel did not honor their requests. Front desk agents
should mention the guest special requests at check-in to make sure that the hotel has provided
that the guest requested.

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SELF-CHECK No. 1.2.1

Multiple Choice:

Instruction: Encircle the letter of the correct answer:

1. These records become parts of marketing database.

A. Guest history/file
B. Corporate accounts
C. Group reservation
D. Regular reservation

2. The guest account that has been “aged” after two to three days of guest departure will become part
of a guest history account which is stored in the memory of
A. Hotel management
B. Front desk section
C. PMS computer
D. Guest folio

3. Records in the history file maybe summarized on a what basis to have an overview of the type of
patrons and the type of rooms that sells most.
A. weeks
B. months
C. per day
D. Years

4. Who should strive to satisfy the requests at registration?

A. Front Office Desk Agent
B. Telephone Operator
C. Front Office Cashier
D. Travel Agent

5. Front desk agents should mention the guest special requests at what time to make sure that the hotel
has provided that the guest requested.
A. Departure
B. Pre-arrival
C. Check-in
D. Occupancy

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ANSWER KEY
SELF-CHECK No. 1.2.1

1. A
2. C
3. B
4. A
5. C

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JOB SHEET No. 1.2.1

Title Recording Guest Details in Reservation

Performance Objectives a. The trainee will record all the details needed in the
reservation.
b. Set arrangements for the information not mention by
guest.

Supplies a. Reservation Form

b. History Card

Equipment Telephone
Computer

Purpose:

The purpose of recording the details of the guest in reservation is to avoid complaints from
the guest and easy access for others in accordance with the standard procedure.

Procedure:

Do a simulation/role play of reservation handling the following situations below. Be

sure that the proper details are recorded while having a guest on the telephone ( provide
other details like terms and arrangements).

a. Caller makes a reservation for himself under a personal account for August 23-25. Since
he is a repeat patron, he requests to be given special discount.

b. Secretary of Red Logo Corporation makes guaranteed reservations for Mrs. Richelle
Barlan for September 23-26 with their company as a guarantor. The existing company does
not have an existing credit line in the hotel.

Secure the details in the prescribed form and in the computer.

Assessment Method:
Performance Checklist

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PERFORMANCE CRITERIA CHECKLIST 1.2.1

Job Sheet 1.2.1

Trainee’s Name: _______________________ Date: __________________

CRITERIA YES NO

Did I…….

• Perform the objectives clearly?

• Prepare all materials/ equipment in recording reservation?

• Identify all the details of the guest?

• Confirmed the details to the guest?

• Ensure easy access to the others?

• Provide other arrangements not mentioned by the guest?

• Perform the sequence in getting the details to guest?

• Operate the equipment easily?

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INFORMATION SHEET No. 1.2.2

Required Documents and Records

For an efficient operation, the reservation clerk shall maintain a complete and up-to –
date reservation filing system to include the following documents.

1. Individual Reservation Forms or Cards

Details of each booking are contained in this card. This card is filled up by the
desk/reservation clerk and will serve as a basis for preparing the daily arrival
lists.

Look for the sample reservation form in Information Sheet No. 2.1

2. Reservation Chart

To avoid double booking, the Reservation Office must keep a record of the
rooms reserved each day as well as those available for present and future dates.
A reservation chart maybe used for this purpose. This chart can help the clerk
determine whether or not reservation can still be accepted for a certain date, or
will be wait- listed or refused.
The status of the room booking ( confirmed or tentative) is also indicated in the
chart.

Use code
T- tentative, subject to confirmation OO out of order room
C- confirmed HU- for house use (to be used by hotel
officer)

For the month of ____________________________

Dates ROOM NUMBER & BOOKING STATUS
ECO STD DBL DEL SUI
101 102 103 104 105
1 T Alpha OOO
- C Chui C Citibank
-
-
31
ECO- economy DBL- double SUI- suite
STD- standard DEL-de luxe

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3. Reservation Rack and Reservation Slips

This reservation slip is placed in the corresponding room number that is blocked
for the arriving guest. It contains the name of the arriving guest, arrival time,
room type and room rate. A duplicate copy of the reservation slip filed
alphabetically by last name of the guest and by month . This will serve as trace
file for all reservation received.

4. Hanging Folder

In this folder, the records and letters pertaining to guest reservation are kept.
Such records are filed according to the date of arrival.

5. Confirmation Notice Form

A notice of confirmation of reservations may be sent to the guests or to the

booking party orally or in writing through fax, mail or by email. This confirmation
letter serves as a written evidence of agreement or contract and works to the
advantage of both parties.

Sample Confirmation of Reservations

Confirmation of Reservations

NAME OF HOTEL
ADRESS

2 June
Rsvn. No. 225

Dear Mr. Takanashi:

Thank you for making reservations with OUR Hotel. Details of your rooms
reservations are outlined below. Please call us should you have some questions or
changes to be made.

Name of guest: M/M Masakazu Takanashi

Address: Tokyo, Japan
Date reservation is received: May 26,
Contact person: Aileen Sayson Tel. No. (cell): 0917-8367678

Arrival date Departure No. Of room nights

No. Of persons
March 5 March 7 2
2

Room Type: Double de luxe No. Of rooms: 1 Room No.

205

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Room Rate: $100 Billing arrangement: Charge to Mitsui and Co.

Other agreed upon arrangements: Send bill to company except bills for telephone and
laundry

____________________________
Front Office Manager

____________________________
Reservation will be held until PM
Guaranteed reservation will be held until next day check out time.

6. Reservations Diary
For small hotels with only few rooms, a reservations diary maybe used to record daily
room bookings or reservations, making reference to the reservation cards or slips. The names
of guests assigned for each room are indicated in their corresponding room number. If a guest
will stay for more than one day, his name appears more than once in the diary.

Confirmation and Cancellation of Reservation

To facilitate recording, have a master list of confirmed and cancelled reservations as well as
those with amendments. The following forms may be used:

Confirmation Record
Date Source Scheduled Guest Confirmation Remarks
Confirmation Arrival Name No.
is received Date

If the guest cancels a booking, the reservations is crossed or erased in the reservations chart as
well as in the daily arrival list. When a computerized system is being used, a cancellation my
continue to be displayed on the screen but is clearly marked as cancelled.
Summary of the cancellations maybe recorded using the Cancellation Form.

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Cancellation Record

Date Source of Scheduled Guest Cancellation Employee’s

cancellation cancellation Arrival Name No. Initial
is received date

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SELF-CHECK No. 1.2.2

Multiple Choice:

Instruction: Encircle the letter of the correct answer:

1. To avoid double booking, the Reservation Office must keep a record of the rooms reserved each day
as well as those available for present and future dates.
A. Reservation diary
B. Reservation Rack
C. Reservation Chart
D. Letter

2. In these data many hotels find the need to have a history file of its past and present guest along with
details of occupancy like length of stay, room nights, applicable rates, personal preferences and other
remarks.
A. Special Request
B. Guest History Card
C. Confirmation
D. Records Details

3. It is part of registration, sometimes made by other person on behalf of the guest.

A. Confirmation Record
B. Hanging folder
C. Reservation rack
D. Special Request

4. This card is filled up by the desk or reservation clerk and will serve as a basis for preparing the daily
arrival list.
A. Individual reservation Forms or cards
B. Confirmation notice form
C. Customer details
D. Process reservation

5. Placed in the corresponding room number that blocked for the arriving guest.
A. Hanging folder
B. Reservation Slip
C. Confirmation letter
D. Amenities

6. The records and letters pertaining to guest reservation are kept. Such records are filed according to
the date of arrival.
A. Reservation process
B. Hanging folder
C .Reservation rack
D. Location

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7. To facilitate recording, have a master list of confirmed and cancelled reservations as well as those
with amendments. These forms are
A. Reservation form
B. Reservation chart
C. Confirmation record and Cancellation record
D. Guest History Card

8. Summary of the cancellations maybe recorded using of

A. Reservation diary
B. Arrival list
C. Front office computer system
D. Cancellation form

II. Enumeration

Enumerate the six (6) documents and records to update in reservation filing system.

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ANSWER KEY

SELF-CHECK No. 1. 2.2

I. Multiple Choice

1. C
2. B
3. D
4. A
5. B
6. B
7. C
8. D

II. Enumeration

1. Individual Reservation Forms or Cards

2. Reservation Chart
3. Reservation Rack and Reservation Slips
4. Hanging Folder
5. Confirmation Notice Form
6. Reservations Diary

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JOB SHEET No. 1.2.2

Title Documents to prepare in reservation

Performance Objectives a. To familiarize the trainee’s on different documents to

prepare in reservation.

Supplies a. Reservation Form

b. History Card
c. Reservation Chart
d. Confirmation Record
e. Cancellation Record

Equipment Telephone
Computer

Purpose:

The purpose of knowing the different documents to prepare was to avoid complaints from
the guest and easy access for others in accordance with the standard procedure.

Procedure:

Provided are the forms or documents needed to fulfill in reservation. Make sure that all forms
are duly accomplished by listing down all the information needed when taking room reservation.
Use the following situation below.

Caller requests for a reservation for Mr. Nelson Jones under their company account, Sterling
Corporation. This company has existing credit line in the hotel. Mr. Jones is expected to arrive on
July 15 and request to be fetched and transported from the airport to the hotel. He will be taking
Philippine Airlines and is expected to arrive at 12 noon on July 15. He will stay in the hotel from July
15 to 20. Caller wants to give Mr. Jones and his wife a suite room with luxury amenities.

Assessment Method:
Performance Checklist

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PERFORMANCE CRITERIA CHECKLIST 1. 2.2

Job Sheet 1.2.2

Trainee’s Name: _______________________ Date: __________________

CRITERIA YES NO

Did I…….

• Prepare all materials/ equipment/ supplies in recording reservation?

• Identify all the details of the guest?

• Perform the objectives clearly?

• Confirmed the details to the guest?

• Ensure easy access to others with accordance with established

procedures?
• Checked the profile history card of the hotel?

• Record special requests with accordance with established

requirements?

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QUALIFICATION : FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY : Receive and Process Reservation

MODULE : Receiving and Processing Reservation

LEARNING OUTCOME 3 : Update reservation

ASSESSMENT CRITERIA:
1. Financial status of the reservation is accurately updated in accordance with established
procedures

2. Amendments or cancellations of reservations are received, processed and recorded in

accordance with customer request and established procedures

CONTENT:

CONDITIONS:

Student/ trainee must be provided with the following

Tools Equipment Materials/ Supplies
Computer Reservation form
Telephone Cancellation Form
Confirmation Record
Guest History Card

METHODOLOGY:

• Demonstration
• Discussion

ASSESSMENT METHOD:
• Interview (oral/ questionnaire)
• Observation
• Demonstration of Practical Skills
• Written examination

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LEARNING EXPERIENCES

Learning Outcome No. 3

UPDATE RESERVATION

Learning Activities Special Instructions

Information Sheet No.1. 3 – Read Information sheet No.1.3 –

-
Answer Self Check No.1.3

Compare answer to answer key 1.3

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.

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INFORMATION SHEET NO.1. 3

Room Sales Control

The front office/Reservations office must be updated of the reservation status on each day.
After reviewing the number of reservations already received together with the cancellations, the
Reservations Manager will decide whether to declare an order of “closed out” ( no more room for
reservations) or put the reservations under the status of “on-request”.

When the hotel is “on-request”, all reservation inquiries should be channelled through the
reservations supervisor/manager. He will decide which reservations to confirm and which to put on the
“Wait List”. Normally, the regular accounts will be given priority during this period.

The availability status board will have green chip on the date concerned for “on-request”
periods and a red chip on the date concerned for “close-out” dates.

Whatever stand the front office/reservations manager will take shall be disseminated to the
front desk and sales.

All reservation clerks and front desk personnel must be informed of the daily room situation
when they report to work and as often as possible during the day since there are occasions when this
situation may change on the same day.

Making Room Sales Recapitulation

Room sales recapitulation is the daily report of room earnings prepared by the night clerk. The
primary objective of this report is to obtain the room earnings and the number and the type of rooms
occupied for the day. This must balance with the account in the Accounting/ Auditor’s file.

Procedures in making a room sales recapitulation:

1. Check the room rack against the Night Housekeeper’s report and investigate all discrepancies.
2. Make use of the room count sheet, which serves to compute the total number of guest staying in the
hotel and total earnings of the day.
3. Reconcile the total rooms revenues with that of the Auditor/ Accountant report.
4. Support the sales recapitulation report with all the necessary information.

Amendments in Reservation

In the case of amended arrival dates, it maybe particularly helpful to refer to previous
information contained in the reservation form. Below the form is a notation regarding cancellation or
amendments which shall be filled up by the reservations clerk.
A separate amendments form maybe used by the reception staff to record all “amendments”
that occur at the front desk. Amendments maybe in the form of:

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1. Extension of stay – old departure date to new departure date.

2. Early departure – from original departure to new departure date.
3. Room change – single or double, 1 to 2 rooms or move and vice-versa.
4. Early arrivals – date early arrival until original arrival date.
5. Walk-in – date of arrival until date of departure.

This form is filled up on a daily basis and the information recorded is used by the Reservation
Office to keep the chart consistently updated with “in-house” movements.

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SELF-CHECK No. 1.3

Multiple Choice:

Instruction: Encircle the letter of the correct answer:

1. After reviewing the number of reservations already received together with the cancellations, he/she
will decide whether to declare an order of “closed out” or put the reservations under the status of “on-
request”.
A. Reservations Manager B. Telephone Operator
C. Bell Boy D. Front Office Clerk

2. The availability status board will have this chip on the date concerned for “on-request” periods.
A. Red chip B. Pink chip
C. green chip D. Blue chip

3. On the date concerned for “close-out” dates, what kind of chip?

A. red chip B. Green chip
C. Blue chip D. Pink chip

4. The daily report of room earnings prepared by the night clerk.

A. Amendments report B. Room sales recapitulation
C. Cancellation report D. Confirmation report

5. Kind of amendments wherein old departure date will change to new departure date.
A. Early departure B. Room change
C. Early arrivals D. Extension of stay

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ANSWER KEY

SELF-CHECK NO.1. 3

1. A
2. C
3. A
4. B
5.D

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QUALIFICATION : FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY : Receive and Process Reservation

MODULE : Receiving and Processing Reservation

LEARNING OUTCOME 4 : Advise others on reservation details

ASSESSMENT CRITERIA:
1. General and specific customer requirements and reservation details are communicated to
appropriate departments and colleagues.

2. Accurate and relevant reservation statistics are compiled and provided to concerned people
or departments
CONTENT:

CONDITIONS:

Student/ trainee must be provided with the following

Tools Equipment Materials/ Supplies
Computer Reservation form
Telephone Cancellation Form
Confirmation Record
Guest History Card

METHODOLOGY:

• Demonstration
• Discussion

ASSESSMENT METHOD:
• Interview (oral/ questionnaire)
• Observation
• Demonstration of Practical Skills
• Written examination

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LEARNING EXPERIENCES

Learning Outcome No. 4

ADVISE OTHERS IN RESERVATION DETAILS

Learning Activities Special Instructions

Information Sheet No. 1.4 – Read Information sheet No. 1.4 –

- Recording guest details in reservation

Answer Self Check No. 1. 4

Compare answer to answer key1.4

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.

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INFORMATION SHEET NO. 1. 4

Front Office Communication

In the front office operations, communication involves not only memorandums, face to face
conversations, and messages sent over computer terminals. Effective front office communication also
involves the use of log book, information directories, and mail handling and telephone services,
facsimile and wake-up services.
It is universally known that misunderstanding may occur if there is poor communication; that is
why it is important to know how to approach, communicate and develop relationship with the different
departments of the hotel. Any form of breakdown of communication towards co-employees and most
importantly to the guest affects the image of the property.

Inter-Departmental communication

The front office will need to communicate in certain departments of the hotel as mentioned
earlier. The Housekeeping Department is tasked with the changes in room status to ensure the guests
are roomed efficiently and without complications. This department is also tasked to maintain the
aesthetic value of the hotel. The Engineering and Maintenance Department also plays a vital role in the
hotel operations. Engineering and maintenance personnel begin each shift by examining the front office
log book for repair and maintenance. The hotels in-house restaurant usually depends on this
department for climate control, mechanical equipment and maintenance for furniture. Guest Services
Centers with efficient front desk agent must also be familiar with the facilities and services so they can
answer guests questions in a positive and knowledgeable way because guest may come in contact with
them any time of the day. Marketing and Public Relations of the hotel is also utmost importance. The
front office staff should be among the first to know about events the hotel schedules for publicity. The
effectiveness of the hotels marketing and public relations effort depends on the participation and
enthusiasm of front office staff.

Rooms Statistics

One of the functions of the Reservations Office is to prepare room statistics of the hotels for
purposes of gauging the soundness of operations and to serve as a basis for future management
decisions relating to marketing trust. An assigned reservations clerk or a guest relations office maybe
assigned to keep track of information available in front office reports and forms and translates these
information into statistics, also known as productivity figures.

Reports and Forms Required for Preparing room Statistics

1. Room Count Sheets (RCS)

2. Room Sales Recapitulation
3. Room Racks Slips
4. Registration Card (RC)
5. Reservations Slip/Reservations card
6. Change Rate Form
7. Arrival/Departure Record
8. Others

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Forms of Statistics
1. Room nights – total room nights and average room nights
2. Room rates/revenue
3. Number of guests per nationality, per account
4. Occupancy Percentage – calculated as follows:
Occupancy % = Total rooms sold
Total rooms available

Total rooms available – total rooms – out of order rooms and rooms for house use

House use – refers to rooms blocked for in house Officers/personnel

5. Average room rate (P/$) = Total revenue

Total room sold

6. DBL Occ. Percentage = Total number of guests

Total rooms sold

Other Reports Needed for Sales Analysis

1. Commercial account productivity reports (CARP)

A Guest Relations Officer or a Desk Clerk may be assigned to check daily the RCS (room count
sheet) that is usually prepare by the midnight duty desk clerk. He notes the names of guest and
their booking companies as well as the number of rooms occupied by guests. He/she enters
these information in CARP from (Commercial account Productivity Report) at the end of the
week, finalizes it and submits it to the sales office. This in turn serves as basis for the evaluation
of Sales Productivity. It is imperative that these information are completely and properly
entered in the RCS (room count sheet) since commercial accounts are given different rates.

2. Airline Booking Report

The same procedures as in number 1 is followed in preparing this report but the name on the
airline accounts is used instead of the name of a commercial account.

3. Report on Sariling Atin

Sariling Atin – meaning our very own is a package with special rate given to Filipinos especially
domestic travellers (does not include balikbayan which fall under a separate account)
The above reports must be based on check out cards and RCS showing:
a. Name of guest ad room number
b. Check in and check out dates
c. Room nights
d. Remarks

4. Monthly Rooms Statistics Report (in terms of room nights and percentage)
This is a compilation of reports in numbers 1-3, plus
• Breakdown of rooms for house use
• Out of order room

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• Total available rooms

• Total rooms
• Day use
• Complimentary

5. Breakdown of Number of Number of Guests according to

a. Nationality
b. Type of account
c. Room type used

6. Top Ten accounts categorized as

a. Individual
b. Group
c. Commercial accounts

7. Comparative Record of occupancy from competitive hotels (operations report) to include:

a. Name of hotel
b. Total numbers of hotels
c. Occupancy percentage
d. Average rate

8. Types of Account based on Source of Business

a. Commercial account
b. Local travellers (Filipinos)
c. Groups
d. Walk Ins
e. Travel agencies
f. Seminars/Conventions
g. Airline Crew
h. Balikbayan

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SELF-CHECK No. 1.4

True or False

Instruction: Write True if the statement is correct and False if the statement is wrong.

________ 1. The front office will need to communicate in certain departments of the hotel.
________ 2. One of the functions of the Reservations Office is to prepare room statistics of the hotels
for purposes of gauging the soundness of operations and to serve as a basis for future management
decisions relating to marketing trust.
_________ 3. It is universally known that misunderstanding may occur if there is good communication.
_________ 4. Top Ten accounts categorized as Individual, Group, Commercial accounts.
_________ 5. A Guest Relations Officer or a Desk Clerk may be assigned to check daily the RCS (room
count sheet) that is usually prepare by the midnight duty desk clerk.
_________ 6. Front office staff should be among the last to know about events the hotel schedules for
publicity.
________ 7. The effectiveness of the hotels marketing and public relations effort depends on the
participation and enthusiasm of front office staff.
_________8. Engineering and maintenance personnel begin each shift by examining the front office log
book for repair and maintenance.
_________ 9. House use refers to rooms blocked for in house Officers/personnel.
_________ 10. . The Housekeeping Department is tasked with the changes in room status to ensure the
guests are roomed efficiently and without complications.

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ANSWER KEY

SELF-CHECK No. 1.4

1. TRUE
2. TRUE
3. FALSE
4. TRUE
5. TRUE
6.FALSE
7. TRUE
8. TRUE
9. TRUE
10. TRUE

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