*****

Receive and
Process
Reservation
Module 3
 Introduction
A reservation is a booking or request for some time in the
future.

Reservation is the act of accepting advance booking of

rooms may be either individual or groups with
arrangement or conditions of both parties held of future
use in a specified date & time of arrival.

A hotel reservation system, also known as a Central

Reservation System (CRS) is a computerized system that
stores & distributes information of a hotel, resort, or other
lodging facilities
 Introduction
Reservations are the most reliable revenue stream for many hotels, and they affect
everything from cash flow projections to staffing. Ensuring that guests get the
accommodations when they expect them is the easiest way for a hotel to reduce
complaints and increase guest satisfaction.

Reservation details may include, but are not limited to special requests, timing
details, special needs, payment arrangements, details of other services being used,
information on a style of customer, e,g: special interest group, VIP status etc.

The most important outcome of the reservation process is having a guest room
ready and waiting when the guest arrives.
Reservation Process Activities
1. Conduct reservation inquiry
2. Determine Room and rate availability
3. Ability to offer alternatives when the requested booking is
not available
4. Provide information on the costs and product features.
5. Create reservation record or record the details and
requirements of the persons making the reservations.
6. Record the acceptable method of payment.
7. Provide confirmation of reservation records and details.
8. Maintain reservation record.
9. Produce reservation reports.
10. Research, plan, and monitor reservations.
Elements of the Reservation System
The two types of reservation system as discussed below:

〜 A manual reservation system determine availability using manual

charts, calendar, booking sheets, diary, forecast boards or room rack.
〜 Product information such as room types, rate sheet prices, car types,
live entertainment, bus destinations, will all be in the form of
brochures, charts, and handouts for the staff.
〜 Accounting processes to collect the method of payment would be cash
register, petty cash box, manual credit card machine or cashier to
process the money.
〜 A suitable filing system iis required to store all this manual information
and the physical space required in the office to be able to access all this
data.
 Manual System Computerized System
Advantages Disadvantages Advantages Disadvantages
● Cost of System is ● Requires staff to have a ● More accurate & ● Difficulty finding a
cheaper detailed knowledge of reliable information computer system that
the product they are ● Ability to store guest suits the establishments’
● Works in smaller selling.
history data needs
establishments ● More staff are required ● Cost of equipment - cost
● ● Less staff required
Complies with risk ● Less accurate in larger of upgrading, support
establishments ● Greater reporting
management should cost and hardware.
● Need to manually check ability ● Needs uninterrupted
you experience a ●
accuracy of information Controls costs power supply
power or equipment ● Low in security ● Limited staff training ● Need to keep up with
failure ● Takes more time to get ● Don’t have to advances in technology.
things done manually check and ● Certain materials used
● Difficult to amend and
retrieve information
recheck information in buildings could affect
● Takes longer to
the computers
communicate with other efficiency.
departments
 Types of Bookings
People make reservations for convenience and security. Many people plan out their holiday or business
trip to feel secure in the knowledge that they have a room waiting for them; they have a flight booked to
take them back to their home or next destination, and know they have seen all the attractions of the city
during their stay. The role of reservations staff is to ensure that they process all reservations in an
efficient and professional manner. The types of bookings may include:

● Accommodation Suppliers
● Aircraft
● Cruise Ships
● Coaches or Buses
● Limousines (rental car/van)
● Day/extended tours
● Dining and meal reservation
● Entertainment
● Tourist Attractions Events
 Ways in Which Reservation May Be Received
Reservations can be received by an establishment in many ways depending on where they are, what they
are offering and what technologies they have available. The following ways in which reservations may
be received:
● Letter or main
● Email or internet access
● Facsimile (fax)
● Over the Telephone Call
● In person
● Travel Agency
● Airport Desk
● Call Centers
● Global Distribution System
● Via Central reservation or
booking service
● Third Party Reservations
● Same Chain Referral
● Other Venues
 The business customer is a person who
travels for the sole purpose of
conducting business and the leisure
customer is someone who travels for
pleasure.

When customers make reservations

they have different needs and
requirements. Basically there are two
types of customers:

Customers Who May Require Reservations

 Require accommodation and car bookings at short notice. The
may use establishment on a regular basis, or may be here for the
Business sole purpose of attending a conference or convention in your city.
Business travellers are the largest source of business for hotels
Customers and usually travel all year round except for holiday times.

Business customers are here for:

● Conference/seminars/conventions
● Passing through - flight stopovers
● Negotiating a business dea;
● Meeting Clients
● Investigating new products

Business customers are:

● Government employees
● Corporate business clients
● Convention/Conference guests or delegates
● VIPs (very important person)
 Leisure customer
Arrival is seasonal and they are attracted by special events and tourist attractions. They more generally
more price sensitive and book attractions well ahead of their arrival dates.
Why leisure customers visit:
● For tourism
● On weekend getaways
● Attending family occasions, for example, weddings, name
days, christening.
● Attending arts or theatre shows
● For a special event such as festivals or cultural events.

Leisure customers are:

● Private individual
● Groups & tour guests
● Backpackers
● Package rate guest
● Travel agencies may also book individual leisure customers
their holiday
RECEIVE
RESERVATION
REQUEST
The process of making a reservation is to be able to know whether or not you are able
to accommodate the guest with what they require. Therefore we need to ask the right
questions and respond to the reservation request

When greeting a customer over the phone your establishment will have specific
greeting they will prefer you to use. This greeting must be sound friendly and
approachable, be polite and let them know where they have been put through to. It is
also advisable to give your name to the potential customer.
 Examples of greetings are:

Shifting Session Greetings

1st shift (Morning Session) “Good morning, Reservations, this is
Marifel speaking, how may I help
you?”
2nd shift (Afternoon Session) after 12 “Good afternoon, Reservations, this is
noon Marifel speaking, how may I help
you?”
3rd shift (Evening Session) after 6pm “Reservation, Good evening, this is
Marifel speaking, how may I help
you?”
Anatomy of Inquiry is initiated

Reservation
The reservation is initiated by a Check availability &
prospective guest, travel agent, quote rates
or other who contacts the Confirm rates and gather
reservation office. The request reservation data

might be received by telephone,

Request guarantee
mail, fax, telefax, or internet.
Most requests are simple Issue confirmation
inquiries about room availability number

and rates, but many clients are

interested in specific room type Reconfirm Modify Cancel
bedding or rates.
Check-in
 Reservation Details
The information needed to process a reservation will vary depending on the type of being made.

For example, you will need to find out the following information from the potential customer if they are making
a booking for accommodation:
● Required dates/length of stay
● The number required
● Number of guests
● Name of guest/s
● Number of rooms
● Required type/s of room

Ask questions and match the guest’s needs to what is available.

Everytime you will be checking these requests against what you have available.
Obtain personal details, contact data and method of payment - if reservation/room is available.
Repeat back the reservation details for confirmation with the customer to check that everything is correct and
accurate.
 Example of Identifying the Reservation Details:
The following gives an example of handling a reservation for car hire:
Sales Agent: “Good morning reservations. This is Thommy. How can I help you”
Guest: “I would like to make an inquiry about hiring/renting a car”
Sales Agent: “Certainly. What dates do you require a car?”
Guest: “From 17th of August to 20th of August”
Sales Agent: “Is that for 3 days hire and returning the car on the 20th?” (required dates/length of
use)
Guest: “Yes”
Sales Agent: “What size of car will you need. How many people will use it?” (number required)
Guest: “There are two of us”
Sales Agent: “Would one of our small cars with two doors be suitable?” (required type)
Guest: “Yes that would be fine but we have a lot of luggage.”
Sales Agent: “I will give you one of our hatchback models as this has a very large space for
luggage.” (meeting the guest needs)
Guest: “That sounds perfect”.
Sales Agent: “Now if I could get your personal details, contact number or email, license details
and method of payment please”.
 Confirmation of the Reservation
Repeat back all the details to guest to make sure you have all the information you need and that it is correct.

An example of confirmation:

Sales Agent: “Just to confirm your reservations, Nr. Wiseman. We have you picking up the car on
Tuesday 17th August at 10:00 o’clock and returning it on Friday 20th at 10:00 o’clock. You have requested
the Audi A1 at a cost of $120.00 per day including insurance. Your license number is 0123456789 and your
address is 56 Stanley Street, Queenstown New Zealand. Your contact number is 0415-562-356 and you are
paying by Visa card number 4569-2365-2365, expiry date 03 2020. Is that all correct?”
Guest: “Yes, thanks Thommy that is great, you have been very helpful”
Sales Agent: “Thanks Mr. Wiseman, we look forward seeing you on Tuesday”

The sales agent used a suitable closing phrase, thanked the customer, used his name, and provided
personal service. This is essential to make sure the customer is satisfied and that you have offered
professional service.
 Availability of Requested Bookings
Your reservation system should allow you to instantly check availability and know what you have to
sell. You will need to know what is available right down to the type or hotel rooms, type and model of
cars you have, number of tours that are available, have spaces to sell and even number of special
dishes left. This is what enables you to “sell” your goods and services to the customer. Without
knowing your availability you don’t know what you have to sell and can’t meet the customer’s needs.

Special Conditions
Minimum length of stay or hire, payment policies, minimum number of guests. License requirements.

Discounting and Premium Rates

During the busy times of the season there is no need to offer discounts as the customers wants to
reserve your goods and services and are often willing to make reservations in advance and pay
premium rates rates to ensure they get their reservations during peak period/
 When a reservation cannot be made:
Customer Establishment

Price is too high Nothing is available.

Desired features not available No wait list or waitlist is full

Special conditions are suitable Allotment is full (such as a package rate or groups
and tour bookings, airline packages)

Doesn;t want to be added to a wait list Already overbooked for the requested date

Overbooking: Overbooking is common practice in hotels when they accept more reservations for
rooms than they have rooms available.

A hotel may overbook between 5-20% (based on the organization's historical figures) in order to allow
no-shows and under stay. A;though, this might seem strange practice, the hotel needs to do this to
maximize the number of rooms sold on any given day.
 Offer Alternatives if requested Booking is
Unavailable
If the requested reservation cannot be accommodated due to unsuitable dates or the
product is not available you can:

● Offer an alternative date

● Apply selling techniques to sell a better or different room and/or another
product type
● Off to add the customer waitlist
● Suggest another establishment within your group or in the area, similar to
yours.
● Overbook - in accordance with house policies/limits.

Simply don’t assume you can’t help the customer if their original request cannot be
accommodated.
Offer Advice and Information About Available Products,
Services and Facilities
Selling techniques
● Up-selling
● Suggestive Selling
● Down-Selling
● Extras and add-ons

Know Your Market

Knowing the products you have available will assist you to
professionally offer the customer what they need, generate a sale
and make a reservation.
Respond to Questions Asked by Customer
The reservation staff must be able to respond to all questions that are asked by customers.
Staff training is an essential part of preparing your staff to professionally communicate
with your customer.

Know your product

● Most importantly you will need to know the costs relating to your products
● Know the feature and benefits of all your product
● Be able to differentiate between the various options that are available and explain this
to your potential customer
● Put customers in contact with relevant internal specialists where they are available
● Research answers to potential questions you might receive from customers
● Generate a product knowledge booklet that is at easy reach to help customer queries.
Record Details of Reservation

When entering reservations into any

system you will need to know what
each”field” of information is required.
In some cases this field is compulsory.
In this case you must put information
in the correct format before being able
to move to the next field. Other fields
are simply there to collect as much
information as possible.
In the case of a hotel reservation, the following
information will be required.
● Arrival Date
● Departure Date
● Name of the Guest
Phonetic Alphabet

A - Alpha H - Hotel O - Oscar V - Victor

B - Bravo I - India P - Papa W - Whisky
C - Charlie J - Juliet Q - Quebec X - X-ray
D - Delta K - Kilo R - Romeo Y - Yankee
E - Echo L - Lima S - Sierra Z - Zebra
F - Foxtrot M - Mike T - Tango
G - Golf N - November U - Uniform

● Title of the Guest

● Type of Room the Guest Requires
● Time of Arrival or Estimated Time of Arrival or ETA
● 24 hour clock system
Time Written Spoken Time Written Spoken

1am 0100 hrs Zero one hundred hours 1pm 1300 hrs Thirteen hundred hours

2am 0200 hrs Zero two hundred hours 2pm 1400 hrs Fourteen hundred hours

3am 0300 hrs Zero three hundred hours 3pm 1500 hrs Fifteen hundred hours

4am 0400hrs Zero four hundred hours 4pm 1600 hrs Sixteen hundred hours

5am 0500 hrs Zero five hundred hours 5pm 1700 hrs Seventeen hundred hours

6am 0600 hrs Zero six hundred hours 6pm 1800 hrs Eighteen hundred hours

7am 0700 hrs Zero seven hundred hours 7pm 1900 hrs Nineteen hundred hours

8am 0800 hrs Zero eight hundred hours 8pm 2000 hrs Twenty hundred hours

9am 0900 hrs Zero nine hundred hours 9pm 2100 hrs Twenty one hundred hours

10am 1000 hrs Zero ten hundred hours 10pm 2200 hrs Twenty two hundred hours

11am 1100 hrs Zero eleven hundred hours 11pm 2300 hrs Twenty three hundred hours

12am 1200 hrs Zero twelve hundred hours 12pm 200 hrs Twenty four hundred hours
 ● Number of Rooms Required
➔ Number of Adults and Children
➔ Rate Code
➔ Market Segment
➔ Address
➔ Contact Details
➔ Passport Number, date and place if issue
➔ Comments/Special Requests
➔ Confirmation Number
➔ Date and Taken by

People make reservations for convenience and security. Many people like to plan out their holiday
or business trip to feel secure in the knowledge that they have a room waiting for them; they have a
flight booked to take them back to their home or next destination, and know they have seen all the
attractions of the city during their stay. The role of the reservation staff is to ensure that they
process all reservations in an efficient and professional manner.
 Sample reservation chart

Step Information Your Dialogue

Greeting Establish if
● Inquiry
● Reservation
● Cancellation
● Amendment
(How may I help you)

Obtain Basic Information Surname, Initial, Status

Length of Stay
Number of Pax
Type of Room
Market Segment

Check Availability Guest’s needs, expectations

Up sell Previous Stay
Down Sell Reason for stay
 Sample reservation chart

Step Information Your Dialogue

Obtain Additional Information Accepted MOP/Guest MOP

Check in Time/release time
Details given to guest ETA/Mode of transport
Deposit requested
Guaranteed Booking
Pre-registration
Contact, Address, Telephone #
Remarks
Requests

Farewell Repeat/confirm basic information

Confirm Booking Details with Customers
Once you have completed the reservations process you will need to make
sure all the data is accurate and what the guest requires.

Confirming a hotel reservation

The following details need to be confirmed:

● Arrival and departure dates and days
● Spelling of the guest name
● Contact details (address, phone)
● Type of room and number of rooms
● Room rate quoted or cost quoted
● Special requests
 Relevant Reservations Issues
No matter whether you have a manual reservation system or a computerized reservation system there
will always be certain issues that arise

Arrival and Departure Times

Issues relating to arrival and departure times might occur due to misunderstanding or
miscommunication of the time mentioned between the customer and the service agent. It is
recommended that a 24 hour clock be use to try to eliminate any issues.

Transfer of Information
Many business use technology to record details that are downloaded or transferred from another source
and consequently, care has to be taken that information is accurate and relevant. Data entry that is
inaccurate is described by IT technicians (help desk) as PICNIC - Problem In Chair Not In
Computer - it is a person feeding in the data that is the problem not the system (human error)
 Payment

● Many customers are requested to make a payment or advanced deposit in order to guarantee the
reservation. These deposits are usually made by credit card over the phone or over the the
internet.
● Some guest may wish to pay by cash, cheques (checks) or bank transfers. Payment methods are
changing rapidly.
● Guarantees and warranties may apply when making a reservation. Make sure the customer is
aware of the conditions that apply to each reservation.
● Let the guest know about cancellation policy - such as how much notice is required for a full
refund, and how much may be forfeited for late notification/cancellation.
● Some travel agencies if you pay by credit card there is a percentage commission or surcharge
added onto the amount.
● Payments may be made at different time intervals which can also be known as progress
payments. A guaranteed reservation will not be released or cancelled as it is paid in full.
● When accepting payment in some cases you will need to add on taxes and surcharges for
particular goods and services.
Refunds and Exchange Policy
Make sure you are familiar with details of the practice of refunds or exchange policies at your establishment.
It is the responsibility of the establishment to make sure the customer is aware of the policies.

Accept Payment for Reservation

When accepting a payment for a reservation staff must be aware of the policies and procedures that apply to
each method of payment accepted by the establishment.

Accepting Credit Card Payment your over the Telephone

● Identify the method of payment
● Obtain the Credit Card number
● Obtain the expiry date
● Confirm the credit details
● Confirm the amount to be charged to the card
● Some places may ask for ”CVV” number at the back of the Visa Card (This card verification is
used for security purposes)
Method of Payments:
● Cash
● Credit Cards
● Cheques
● Company Charge
● Travel Agent Vouchers
● Advance Deposits
● Advance deposits can be paid by cash, cheque or credit card

Enterprise Policy for Payment and Deposits

Many hotels require a form of guarantee to hold a room for a confirmed reservations. Some properties do not
require any guarantee at all except for group reservations.

The following types of guarantee are widely accepted:

● Advance Deposit
● Guaranteeing by credit card
● Travel agency guarantees
● Corporate guarantees
● Six PM hold
Modifying A Reservation
A guest or travel agent will request, a modification after a reservation has been booked. Reservations may be
filled by guest name, date and/or confirmation number. Examples of modifications that might be received by
the reservations section prior to a guest’s arrival.
● New check-in date or check-out date
● Different number of adults in the party
● Addition or deletion of room options or extras
● Change in location, bedding or rate
● Addition or deletion of guarantee

Cancellations

From time to time, a guest or travel agent will contact the reservations section to cancel a confirmed
reservation. The following events occur when a cancellation is received.
1. A cancellation number may be issued to the clients as proof that the reservation was cancelled
2. The room type is returned to the availability pool so that it may be offered for sale again.
3. The guest reservation is deleted from the reservation system.
Group Reservations

The primary activity of the reservations function is handling transient sales. These
transient sales are individual reservations for business travellers and leisure guests. A group
sale requires special handling and is usually the responsibility of the sales department.
Whereas individual reservations are specific, group reservations are usually based on
estimates. The estimated number of rooms that will be required is called a room block. A
negotiated rate is called group rate is set based on the size of the block.

Group bookings must be treated with extra care and one person, or a special department
within reservations is responsible. In small to medium hotels the front office supervisor or the
hotel manager may take all the bookings for groups.

Careful monitoring of the reservation is required. Many rooms are booked at once and a
late cancellation or no show of a non-guarantee group can be disastrous.
 Basic steps involved in accepting group reservations:

Procedure Policy

Obtain basic information Does your hotel have any restriction on types of groups or
● Group Name maximum number of rooms per group allocation?
● Arrival Date
● Length of Stay Maximum number of groups at any one time?
● No. of Pax
● Room types

Confirm Do you have enough of the required room types for the
● Group Type group?
● No. of Rooms
● Configuration

Check Are there any other groups occupying the hotel for the given
● Availability time?

Advise This is the date you require finalized lists for the group
● Cut Off Date including Roominglist and is some cases payment
 Basic steps involved in accepting group reservations:

Procedure Policy
Obtain additional information What time do they arrive and depart so we can advise
● ETA/ETD Housekeeping?
● MOP
● Contact Name/Number Charges for porterage?
● Special Requirements
❖ Porterage Do they require wake-up calls, etc.?
❖ Wake-up calls
❖ Bags out

Selling Skills You could sell the services and facilities of your hotel
● Meal Requirements such as breakfast requirements, table d’ hote dinner
etc,

Recorded Entered into computer or manual system and flagged

for follow up prior to cut off date.
 Sample of guest departure procedure:

Step Key Points Your Dialogue

Greet Guest Establish Room Number

Ask about saty and respond to any complaints and

comments

Collect Relevant Paper Collect all relevant paperwork from guest ledger

View and verify correct

Present Account to Guest Explain charges

Do not present master account to guest pre-paid to

travel agent, present extras account only

Ask for any outstanding charges Ask if guest had any late charge not on the account:
Mini Bar, Breakfast, Telephone
 Sample of guest departure procedure:

Step Key Points Your Dialogue

COllect any Error Apologize only, do not justify

COllect payment Ask guest if the method of payment is correct

Settle account Finalized (settle) the account and bring total to zero

Issues Receipt Hand the finalized copy of the account to the guest
including any credit card sales voucher copies. Neatly
attached all paperwork to the account.

Collect guest keys For security reasons it is important to make sure that the
guest does not take the key.

Safety deposits Ask the guest if the safety deposit facilities were used,
return the valuables, obtain signature and key.
 Sample of guest departure procedure:

Step Key Points Your Dialogue

Forward reservations The guest may ask for a forward reservation for the next stop on the
journey. If possible offer assistance.

Arrange transportation Ask the guest if you can offer assist with organizing transportation.

Coordination of luggage The guest luggage may need to be collected from the room or
stored for a few hours or days.

Record and action messages If the guest wishes to have mall and messages forwarded to the next
address, take the details.

Farewell Guest Make guest feel important and express the hope that the guest will
return to the hotel. React to any adverse or positive remarks.

Finalize paperwork Complete and file all paperwork as required by hotel management
 File Reservation
Most establishment generate a large amount of printed and manual documentation. It is essential that you are
able to retrieve this date so file logically for ease of reference and security. Processing a range documents and
maintaining a document filing system requires expertise in clerical and administrative duties.

Filing and arranging documents

Filing is the process of storing and arranging documents according to a particular classification.

Filing can be classified, or indexed, into five categories:

● Alphabetically
● Numerically
● Geographically
● By subject
● Chronologically
Manual Reservation System

When the Reservation Slip (or Booking Slip) has been written it is filled in date of arrival order only.

The current month is divided 1 to 31, and subsequent months are in month order only.

At the end of the month, all the bookings are filed in a monthly box that is clearly labelled in the
outside, and stored in the archives for 5 years, in case of any discrepancies. For example, if a guest
complaints that he has been charged incorrectly, you can retrieve the booking from the archive, check
the claim and make any necessary adjustments.

Saving reservations onto a computerized system

The information is carefully entered into the appropriate computer fields. The computer will allocate a
confirmation or reservation number, which is recorded onto the manual reservation sheet.
 Update Reservations
It is unreasonable to imagine that a reservation will be made without having to be changed or cancelled. Therefore, the reservation
system you are using must be able to follow for ease of changing and updating information as well as processing cancellations and
refunds.

Change Reservations
Reservations can be changed for many reasons such as:
● Changing length of stay or date
● Altering flight or travel details
● Changing times and customer numbers
● Updating customer contact
● Altering billing details or making a payment
● Changing or adding special requests.
Process to follow to change reservations:
● Locate original reservations
● Verify original information
● Identify required changes
● Check availability and/or make cancellations
● Confirm changes or offer
● Quote change of rate or customer details
● Follow-up on previous special requests that were made earlier
● Thank caller (if possible)
Cancel Reservations

Process to follow to cancel a reservation:

● Locate original reservation
● Verify original information
● Apply selling skills to avoid cancellation if possible
● Discuss cancellation charges (if applicable)
● Process a refund (if applicable)
● Cancel the reservation
● Thank caller
● Follow up waitlist and try to sell a room to someone who is on the list.

Follow Up Unconfirmed Reservations

Ways to follow up on unconfirmed reservations:

● Contact customers for feedback about their reservations
● Solicit payment or balance of payment
● Advise the customer of the status of a reservation that has not been paid. It will not be guaranteed (kept)
for the arrival date without full payment.
● Make courtesy reminder calls
● Advise the customer of the enterprise requirements for changes and cancellation fees
Internal Records, Documents and Files

Updating internal records

When updating internal records many areas within the establishment may become involved. As you
accumulate information about your customer it is important to update your internal records.

Issues to update Updating records Other department affected

Recording payments Update customer reservation to Process payment to the accounts

include payment details department

Adjust records discounts After the customer’s reservation to Inform the accounts department of
reflect the account. change to quoted rate.

Apply cancellation fees Cancel reservation and make a Process the payment in the accounts
change against the credit card or department
cash paid.

Apply refunds Cancel the reservation and arrange to Accounts department send refund to
forward refund to customer customers.
Updating internal records
Issues to update Updating records Other department affected

Computer system prompt - for ex; PMS Notify the customer and obtain the new credit Reservations
(property management system) prompt that card details - record into guest history profile
the credit card we have has reached its
expiry date.

Point of sale records store customers/ Expenses are added to guest history profile to Sales and marketing
expenses be used for sales and marketing activities.

Guest provides additional data on Reception staff update the history profile by Reception
registration cards updating this information.

A butler on a floor might notice that the Update onto guest history profile - added Notify reception to update records.
customer constantly requests a particular special request details.
good or service.

Guest history data Guest history file is updated with the record of This data is sent to Sales and
nights the guest has stayed at the property. Marketing for promotional activity.
Examples of Filing
Before filing any documents, you need to:
● Collect all relevant documents
● Inspect the quality of the documents
● Cross-reference your files
● Code the files
● Sort the files; then
● File the documents