Chapter 7, Section 3

Printed reservation requests may arrive as:

• Reservation cards• Letters• Memos• Faxes• Telegrams or telexes• Central reservations office printouts• Group rooming lists

Most hotels allow visitor to make reservations through

the Internet.

For non-converted calls, reservationists enter one of the following:

• Number of room nights canceled• Number of room nights denied due to stay

controls• Number of room nights adjusted (date of

arrival, number of rooms, etc.)• Number of room nights not converted for

other reasons

Describe these upselling techniques:

• Top-down

Describe these upselling techniques:

• Bottom-up

Describe these upselling techniques:

• Choice of alternatives

Special Request may Include Any of the Following:

• Accessible room• Room by the pool• Specific view• Specific bed type• Specific amenities• Smoking or

nonsmoking room• Specific floor

• Specific room for sentimental reasons

• Room away from elevator

• Room with good lighting or desk space, room for a crib, etc.

Reservationists may respond to request for:

• General property brochures• Property promotion brochures• Brochures about property facilities and rooms

for guests with disabilities• Copies of the property’s restaurant menus• Rate information• Brochures of local attractions• Map with directions to the property

Why should packages marked as “priority” or sent overnight delivery be

treated as urgent?

• If an overnight delivery is delayed, it could cost the property a repeat guest.

Section 7.3 Quiz

1. True/False: Reservationists make reservations only by telephone.

2. True/False: Reservationists document phone calls they receive on a reservation call conversion form.

Section 7.3 Quiz

3. Which upselling technique describes the lowest priced room first, and then suggests extra amenities and benefits the caller could enjoy in a more expensive room.a. top-downb. Bottom-upc. Choice of alternative

Section 7.3 Quiz

4. What do reservationists tell callers who request a special arrangement or room feature for their reservation?a. That they can make no guarantees whatsoeverb. That they will do their best, but they cannot

guarantee a specific roomc. That they can guarantee a specific room with

payment in full

Section 7.3 Quiz

5. How to reservationists respond to guests who request information such as brochures or rate sheets?a. By asking guests to submit their requests in

writingb. By giving guests a toll-free number to call for

that informationc. By gathering the information and sending it

the guest’s address on the same day.