FRONT OFFICE SERVICES

RECEIVING AND PROCESSING RESERVATIONS

Elements of the Reservation
System

All reservation systems require:

• Ability to check availability via chart, computer, or diary

• Ability to offer alternatives when the requested booking is not available

• Ability to provide information on the costs and product features

• Records the details and requirements of the person making the reservation

• Is a way of recording the acceptable method of payment

• Provides a confirmation of the details.

Elements of the Reservation
System
Elements of the Reservation
System

Manual system:

• Used by smaller establishments

• Less common today
• Cheaper to maintain
• Requires duplication in filing – date/name
• The basis for the development of a computer system
• Labour intensive.
Elements of the Reservation
System

Computerized Reservation System:

• Up to date “real” time information

• Greater reporting ability – marketing and profit

• Less staff required

Elements of the Reservation
System

Types of bookings that may be processed -

1. Accommodation suppliers:

• Resorts, guest houses, backpackers, boutique hotels

• Hotel chains – Hilton, Hyatt, Starwood hotels and resorts, Marriott
Hotels, Accor, Jin Jiang Hotels.

2. Aircraft:
• Upgrades to a suite on A380 flights and first class, business and
economy class reservations.
Elements of the Reservation
System

3. Cruise ships:

• Variety of rooms available

• Increase in destinations -European, Caribbean, and Asian
destinations
• Includes all meals.

4. Coaches or buses:

• Insight tours, ConTiki, Globebus, Trafalgar

• 5 star luxury tours.
• Limousines (hire cars/vans – chauffeurs):
• Many varieties available - electronic navigation to assist travellers
Elements of the Reservation
System

How reservations are received:

• Telephone
• In person – face to face
• Mail – In some countries today this is almost an extinct form for
making a reservation
• Facsimile (fax) - This is another form of communication that is being
replaced by technology.
• Internet bookings – People are making reservations by themselves.
They may even use a third party or CRS.
Elements of the Reservation
System

• Third party reservations require you to use an outside reservations

company to make a booking (e.g., GDS = Global Distribution System

such as Sabre, Amadeus, Gallileo).

• Central Reservation System is when a central register controls and

maintains reservations for several venues in one location.

• Same chain referrals - Hotel chains use this system e.g. Malaysian

Hilton can book rooms for Singapore Hilton.

Elements of the Reservation
System

Customers who require reservations come in two (2) types:

• The business customer and,

• The leisure customer.

Respond to Reservation Requests

Acknowledge the customer making a reservation:

• Use appropriate greeting

• Never leave a guest waiting for attention

• Follow the establishment’s policies and procedures

• Maintain eye contact – where applicable

• Communication etiquette – no jargon

• Be aware of cultural needs

Respond to Reservation Requests

• Never leave a guest waiting for attention. If you are busy with another guest acknowledge the guest with eye contact
or using your voice.

• You must be aware of the establishment’s polices and procedures when making reservations – waitlists, payment
policies, refunds, cancellation fees.

• When talking to customers always maintain eye contact. This shows respect to the person – let them know you are
talking to them and that you are listening.
Respond to Reservation Requests

Offer alternative if requested booking is unavailable. Suitable alternative suggestion require knowledge of:

• Seasonal influences
• Local attractions
• Tourist developments
• Natural Heritage Sites
• Local markets
• Museums
• Sport events
• Theatre.
Enter Reservation Details into the System

Record reservation details:

• Dates – Arrival and Departure

• Name of the guest
• Type of room/request – usually affects the rate quoted
• Time of arrival – 24 hour clock
• Arrival Date – This field is usually compulsory. In some countries the day comes first while in others the month is
first. The date could be recorded in a number of ways: 16th June 2012, June 16th 2012 , 16/06/2012 , 16/06/12 ,
06/16/2012 or 06/16/12
• Departure date – This determines the length of the guests stay and hence you are able to check the availability over
this timeframe. This is also compulsory and you will record this date using the same method as the arrival date
Enter Reservation Details into the System

Record reservation details:

• Name of the guest - e.g., Morgan, A., try to make sure the spelling of the name is correct.

• Type of room the guest requires – The arrival date plus the departure date and the type of room will all contribute to

ascertaining whether or not the guest request can be accommodated. This is known as ‘checking the availability’.
• Time of arrival or estimated time of arrival known as (ETA).

• Number of Rooms required. This is usually always one - however some guests might reserve more than one room in

their name for example, 1 king room and 2 twin rooms or 2 King rooms.
• Number of Adults and Children is usually required on reservations, especially when it relates to charging for the

accommodation.
Enter Reservation Details into the System

Record reservation details:

• Rate Code: This represents the rate that was negotiated when selling the room to the guest. You will be required to

learn the “codes” used to represent the rates. The rates are determined by the market segment.

• Market segment: This field usually requires a code to identify the type of reservation this is. Whether or not it is a

business reservation, an individual traveller (FIT) reservation, or a conference or group reservation.

• Address: Record the address given by the guest.

Enter Reservation Details into the System

Record reservation details:

• Method of payment:

• Terms and conditions attached to payments

• Special requests

• Confirmation number

• Date and taken by information.

• Method of payment
Enter Reservation Details into the System

Confirm booking details with customer on completion of data entry:

• Confirm all the reservation details:

• Verbally

• In writing.
Enter Reservation Details into the System

Accepted payment for reservations:

• Credit card

• Cash

• Company charge

• Vouchers

• Cheques/checks

• Deposits.
Enter Reservation Details into the System

Generate reservation related documentation. What documentations are required:

• Receipts

• Invoices

• Vouchers

• Confirmation letter

• Information packs and brochures.

Enter Reservation Details into the System

Process to change or cancel reservations:

1)Locate original reservation – this may involve a detailed search process if spelling is incorrect, could search using an

alternative – What?

2) Verify original information – What would you say to the guest? – “ Is that Mr. Wiseman from Sydney Australia?”

3) Identify required changes – this may involve discussing with the guest what they want – why they need to change.
Enter Reservation Details into the System

Process to change or cancel reservations:

4)Check availability and/or make cancellation- need to check availability for new dates and room types that available.

5) Confirm changes or offer alternatives – always try to offer alternatives rather than lose a sale.

6) Quote change of rate or customer details. Changes may incur extra costs – let the customer know.

7) Thank caller (if possible) – always use a suitable phrase to professionally finish the call. Let the caller hang up first.
Hotel Reservation Form (Sample)

• Reservation form is primarily used by reservation

department or by the hotel sales team to write down the

booking details over phone or when they go for a sales call

on client site.
Gues Folio (Sample)

• The folio is the guest account or hotel bill.

• If open, you can post charges and

payments from guests, companies and
non-residents to the folio (hotel bill).

• When closing folios, you can make these

guest accounts invoices and no more
charges can be added to them.
 Fin.

Prepared by:

Roland C. Danolko &

Felamer B. Cabactulan Jr.
Source:

https://slideplayer.com/slide/5745539/