OPERATE

COMPUTERIZED
RESERVATION SYSTEM

FRONT OFFICE SERVICES

Hotels use a variety of computer systems
to manage operations of their front office.
These management systems manage a
variety of tasks. Large hotels now operate
a computerized booking and reservation
system and no longer use the Room
Status Rack because all room bookings,
cancellations, amendments and changes
in room status are directly encoded in a
computerized room status bulletin/file.
TYPES OF RESERVATION
SYSTEMS

• Property level / PMS – Property

Management System
• Central Reservation System (CRS)
• Global Distribution System (GDS)
• Internet Distribution System (IDS)
 PROPERTY LEVEL / PMS – PROPERTY
MANAGEMENT SYSTEM
Property Management System is a local
administration system in the hotel. This is use
for the management of the hotel occupancy,
check in/out, guest profile report generation.
This also to control onsite activities. This type of
reservation system could be used by the front
office and accounting transactions and creates a
data base which is used as reference for their
day to day transactions.
 PROPERTY LEVEL / PMS – PROPERTY MANAGEMENT SYSTEM
The database created by the computer
system in the Front Office is organized into
various menus, to include:
1. Room Reservation Menu- contains details
of:
•
• Reservation for all guests Type of
• Guests’ names reservation
• Number of room nights • Arrival and
• Mode of payment departure
 PROPERTY LEVEL / PMS – PROPERTY MANAGEMENT SYSTEM
The database created by the computer
system in the Front Office is organized into
various menus, to include:
1. Room Reservation Menu- contains details
of:
• Group bookings
• Room forecast
• Reservation report
• Travel agency’s commission
 PROPERTY LEVEL / PMS – PROPERTY MANAGEMENT SYSTEM
The database created by the computer system
in the Front Office is organized into various
menus, to include:
2. Registration Menu
Contains guest list and details of their
registration. It also has data on Guest Folio
(consumption and charges, balance). This menu
prints the registration card, makes Front Desks
reports, does the room blocking and updates
the room status. It also has a guest message.
 PROPERTY LEVEL / PMS – PROPERTY MANAGEMENT SYSTEM

The database created by the computer

system in the Front Office is organized into
various menus, to include:
3. Night Audit Menu
Contains data on:
• Point of Sale (POS)
• Various accounts
• Trial audit report
• And other related data
 PROPERTY LEVEL / PMS – PROPERTY MANAGEMENT SYSTEM
The database created by the computer system
in the Front Office is organized into various
menus, to include:
4. Housekeeping menu
Incorporates data on room status that is
consistently updated every after room check;
Guest information based on registration
record, room blockings and various
housekeeping reports. Like other menus, It
also has a guest message center.
PROPERTY LEVEL / PMS – PROPERTY MANAGEMENT SYSTEM

The database created by the computer

system in the Front Office is organized
into various menus, to include:
5. Uniform Services Menu
The software has the option to create in
this menu a data base that serves as :
• Guest locator
• Guest message center
CENTRAL RESERVATION SYSTEM (CRS)
• It’s a type of reservation software to update
and maintain hotel information like
managing the room rates and making the
reservation in a real time
• It managed multitude of distribution
channel for 3rd party bookings, direct
internet booking, global distribution system
• It centralizes all data from the Property
Management System
GLOBAL DISTRIBUTION SYSTEM (GDS)

• A computerized network that enables

transactions between travel industry, airlines,
hotels, car rentals and service providers
• It uses real time inventory to service
providers
• There are currently four major GDS systems:
• Amadeus • Sabre
• Galileo • World span
 INTERNET DISTRIBUTION SYSTEM
(IDS)
• it’s a collection of more than 2000 internet
reservation system, travel sites or travel
portals
• Enable travelers from many different
market segments to use desktop and
mobile devices to reserve a hotel rooms,
book flights and select car rentals
• Example of IDS are Expedia , hotels.com,
Orbitz, hotwire, Priceline and Travelocity
 TYPES OF RESERVATIONS

• Regular Reservation
• Confirmed Reservation
• Guaranteed Reservation
 TYPES OF RESERVATIONS
• Regular Reservation
Refers to an agreement that a
hotel makes to hold a room
until cut-off date and time. If
the guest does not arrive by the
time, the room maybe sold to
the other guests.
 TYPES OF RESERVATIONS
• Confirmed Reservation
Applies when the terms of reservation
have been verified. Both the hotel and the
reserving party agree on the dates, rates
and billing arrangements, room types and
other arrangements. This reservation is
confirmed verbally or in writing through
mail, email and fax.
 TYPES OF RESERVATIONS
• Guaranteed Reservation
An agreement that the hotel makes to hold
a room for a guest until the guest arrives. In
return, the guest or his sponsor assures
payment for the room using his credit card, or
his company account or by making a pre-
payment. Unless the reservation is properly
cancelled, the guest is billed for the room
including the applicable taxes.
 ACCESS AND INTERPRET
RESERVATION SYSTEM ACCURATELY
Hotel Reservation System –
A complex software tool that will be
scheduled the dates and length of stay for
guest as well as takes payment using a
secure payment portal. It is also a tool or
an online piece of software used at the
reception desk .
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY

Benefits of Booking system :

• Less work for the front office
• Lessen the chances of losing or
mucking up a reservation
• Uncomplicated data gathering
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY

1.1. Use all system features to

access a range of information
1. Online payment processing
A Reservation system that provides
secure online payment portal will be
most likely the customers will prefer.
Its easy and convenient for them to
book rooms and pay it in an instant
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY

1.1. Use all system features to

access a range of information
2. Automatic communications
Automatic emails is the new normal
activity in travel industry. The customer
wants to have an immediate response
on the room they have booked. This
will also improve guest communication.
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY

1.1. Use all system features to

access a range of information
3. Channel management system
In order to improve online bookings and
distribution you need to market your
rooms/property to online travel agents
( OTAS ). With channel manager , you can
display live inventory and current rates
across all channels that includes hotel
websites.
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY

1.1. Use all system features to

access a range of information
4. Advance Reporting
It can create customized reports
involving precious information about
your hotel in a daily basis weekly,
monthly or yearly performance of
the establishment
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY

1.1. Use all system features to

access a range of information
5. Mobile management technology
This allow you to track hotel
reservation from your preferred
mobile device. It helps you managed
your hotel anywhere you go.
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY

What is a reservation process?

• It is an act of taking room request and process
the booking in a certain hotel
• Details of the reservation is being kept in hotel
data base that serve as a base data of the
guest that wants to check in.
• Reservation comes in different distribution
channel, it may be come in a form of letter,
email, facsimile, phone call or simply by a
walk-in guest.
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY

Methods to guarantee
reservation
1.Credit card
2. Advance deposit of partial payment
3. Travel agents
4. Corporate accounts
5. In house voucher
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY

Sources of Reservation
• Travel Agent • NGO’s
• Companies • Government
• Airlines Office and
• Embassies Ministries
• Personal
Mode Of Reservation
1. Written Mode
2. Verbal Mode
Mode Of Reservation
Written Mode
1. Letter – Mostly used by travel agents,
tour operators, companies and corporate
houses who send their reservation
request to the hotel using the letter head
of the company
2. Fax - it’s an electronic scanning
technique to send copies or document
over an ordinary telephone line.
Mode Of Reservation
3. Telex - Tele Printer Exchange involves the
use of specialized telephone lines, where the
message is communicated in a written form.
4. Email - This is a common method of
communication ,email or electronic mail hat
makes it possible to contact the hotel
instantaneously. The hotel will process the
reservation request on the basis of the
details given. This mode of reservation is
fast and very convenient.
Mode Of Reservation
Verbal Mode
Reservation requests may also reach the
hotel through verbal mode or oral
communication. The advantage of oral
communication is that it generates
immediate response and feedback and is
very fast and convenient. Additionally, the
guest can get complete information and clear
any doubts through oral communication
Mode Of Reservation
Verbal Mode
In person - This is where the individual or
person will go directly to the hotel and make a
reservation other term is walk in Reservation.
He /she can receive immediate confirmation
number.
Telephone – This is also very common way of
communication, you can receive immediate
booking confirmation. The reservation agent
takes the details of the reservation in sequence
Mode Of Reservation
Verbal Mode
Online Mode – The online mode is
preferred mode of booking in this time
of internet, web, and mobile.
Web – The clients can book via web
browser like the hotel website or any
booking engine, different travel agents,
review sites like trip advisor and etc.
Mode Of Reservation
Verbal Mode
Mobile App -Bookings can be
delivered to hotels on a third-party
mobile apps
Social Media – Hotel reservations can
be made via different social media
like Facebook, twitter, Instagram etc.
Reservation updates and amendments.
• When the guest/bookers call up the hotel for
reservation updates and amending
reservation, the reservation agent should
take down the original booking on
reservation form
• Address the guest by his/her name as
possible
• Ask permission to the guest to keep the call
on hold
Reservation updates and
amendments.
• Locate the original booking records from
the property management software
• Reconfirm the booking details with the
guest again to make sure that you have
• Retrieve the correct reservation record.
• Enquire with the booker / guest on what
amended to be made on the reservation
Reservation updates and amendments.
• Check the availability of both hotel and room
type in the hotel software before confirming
the amendment to the guest.
• If the guest had booked the original
reservation on a Best available rate or special
packages, reservation agent should check the
availability of these special rate and packages
on this new date as well.
• Any changes on rate or packages should be
communicated to the guest.
Reservation updates and amendments.
• If the guest is shifting the arrival date to a
different date, then take down the new pickup
/ flight details. In case the guest requires a
pick up form the hotel.
• All details have to be reconfirmed to the
Guest.
• Make the required amendments on the
reservation record in system.
• Valid payment method has to be taken for
the new stay details.
Reservation updates and
amendments.
• Apply the Rate changes if any due to the
amendment.
• Generate a new confirmation letter to the
guest which clearly shows the amended
booking details.
• Send the amended reservation
confirmation letter to the guest email / fax.
• Wish the guest a nice day ahead
THANK YOU
LONG QUIZ #1
1. A GUEST FOLIO CONSIST OF DATA OF THE
CUSTOMER EXCEPT:

A. consumption
B. room blocking
C. charges
D. balance
2. IT IS A RESERVATION SYSTEM THAT
PROVIDES SECURE ONLINE PAYMENT
PORTAL.

A. channel management system

B. advance reporting
C. online payment processing
D. automatic communications
3. IT IS A COMPUTERIZED NETWORK THAT ENABLES
TRANSACTIONS BETWEEN TRAVEL INDUSTRY,
AIRLINES, HOTELS, CAR RENTALS AND SERVICE
PROVIDERS.

A. central reservation system

B. property management system
C. internet distribution system
D. global distribution system
4. THEY ARE ALL SOURCES OF RESERVATION
EXCEPT:

A. letters
B. personal, approach
C. travel agent
D. companies/corporate
5. IT IS A MODE OF RESERVATION VIA
DIFFERENT PLATFORMS LIKE FACEBOOK,
TWITTER, INSTAGRAM, ETC.

A. web
B. letter
C. internet
D. social media
6. IT IS AN AGREEMENT THAT THE HOTEL
HOLD A ROOM FOR A GUEST UNTIL THE
GUEST ARRIVES.

A. confirmed reservation
B. guaranteed reservation
C. regular reservation
D. partial reservation
7. THEY ARE ALL BENEFITS OF BOOKING
SYSTEM EXCEPT:

A. less work for the front office

B. less complicated data gathering
C. online payment processing
D. lessen the chances of losing a
reservation
8. NIGHT AUDIT MENU CONTAINS DATA ON,
EXCEPT:

A. room blockings
B. various accounts
C. trial audit report
D. point of sales
9. IT IS A COLLECTION OF MORE THAN 2000
INTERNET RESERVATION SYSTEM, TRAVEL
SITES OR TRAVEL PORTALS.

A. global distribution system

B. central reservation system
C. internet distribution system
D. property management system
10. THEY ARE ALL METHODS OF
GUARANTEED RESERVATION EXCEPT:

A. in house voucher
B. letter
C. credit card
D. corporate accounts
11. IT IS THE NEW NORMAL ACTIVITY IN TRAVEL
INDUSTRY WHEREIN CUSTOMERS WANTS
IMMEDIATE RESPONSE.

A. online payment system

B. channel management system
C. advance reporting
D. automatic communications
12. IT IS THE MOST ESSENTIAL PART OF
RESERVATION.

A. occupancy
B. availability
C. booked
D. lodging
13. IT MUST BE TAKEN FOR THE NEW STAY
DETAILS.

A. amended reservation
B. rate changes
C. valid payment method
D. special packages
14. THIS ARE RESERVATIONS WHERE THE
INDIVIDUAL OR PERSON WILL GO DIRECTLY
TO THE HOTEL AND MAKES A RESERVATION.

A. in person
B. telephone
C. on line
D. email
15. IT IS AN ACT OF TAKING ROOM
REQUESTS AND PROCESS THE BOOKING IN A
CERTAIN HOTEL.

A. reservation process
B. management technology
C. advance reporting
D. booking system
16. THEY ARE GLOBAL DISTRIBUTION
SYSTEM EXCEPT:

A. Amadeus
B. Galileo
C. Sabre
D. Socrates
17. IT INCORPORATES DATA ON ROOM
STATUS THAT IS CONSISTENTLY UPDATED
EVERY AFTER ROOM CHECKS.

A. housekeeping menu
B. registration menu
C. uniform services menu
D. night audit menu
18. IT IS A TYPE OF RESERVATION SOFTWARE
THAT UPDATES AND MAINTAIN HOTEL
INFORMATION.

A. property management system

B. internet distribution system
C. global distribution system
D. central reservation system
19. THIS SYSTEM ALLOWS YOU TO TRACK
HOTEL RESERVATION FROM YOUR
PREFERRED MOBILE DEVICE.

A. online payment
B. channel management
C. mobile management technology
D. advance reporting
20. IT IS APPLIED WHEN THE TERMS OF
RESERVATION HAVE BEEN VERIFIED.

A. regular reservation
B. confirmed reservation
C. guaranteed reservation
D. internet reservation
TRUE OR FALSE:
21. A regular reservation
guarantees that a room will be
available no matter the time of
arrival.
22. The Internet Distribution System
(IDS) allows travelers to book rooms
using mobile devices.
TRUE OR FALSE:

23. The night audit menu in a PMS

system provides guest folio details.
24. Travel agents cannot act as a
source of hotel reservations.
25. Social media is not considered a
verbal mode of reservation.
SHORT ANSWER

26 – 28. What is the CRS stands for?

29. – 31. Name two examples of an
Internet Distribution System (IDS)
32. – 34. How can automatic emails
improve guest communication in
hotels?
SHORT ANSWER

35 – 37. What is the PMS stands

for?
38. – 40. What is the difference
between a regular reservation and
a confirmed reservation?