Hotel Reservation
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Transcript of Hotel Reservation
RESERVATIONS
LEARNING OBJECTIVES
To understand the different aspects of hotel reservation and importance of reservation functions
RESERVATION … Process of booking a room prior to the arrival of a
guest so that the room is available at the time when said guest checks in
The reservation process involves taking the guest’s requests for a particular room if any, at an agreed price and recording such requests precisely before confirming the reservation
Reservation also records important details of guests that will later be used by other front desk colleagues and other department
It is an activity concerning the sale of room
SOURCES OF RESERVATION Source is classified as an individual or body that actually pays a hotel for its services. A reservation agent has a large market from which he/she receives reservation. The principle sources of reservation are :
Tour operators & travel agents /agencies Airlines Corporate houses Embassies and consulates, diplomats, govt.
offices Free individual travelers CRS (central reservation system) Hotel websites Associations/NGOs Referral hotels Global distribution system
MODES OF RESERVATION Verbal – phone call, in person
Written - letters, fax, e-mail
Online portal, mobile applications
RESERVATION TYPES Guaranteed / Confirmed Reservation
(Booking in writing ,Prepayment ,Credit Card, Commercial Contract, Advance Deposit)
Amended
Group
Bumped reservation
Non - confirmed
FUNCTIONS Help to generating revenue from future and
prospective sales by receiving the reservation request from the prospective guest, check availability of rooms, to process the request and either to accept, wait list it or deny it, communicating it and then recording it
It gives good indication of the business level that hotel can get in future
It give a chance to arrange and prepare suitable accommodation for guest on time
It also help in scheduling and reorganizing the staff , equipments as per requirements
METHODS OF RECORDING BOOKINGS MANUAL SYSTEM -• Bound Book Register• Loose Leaf Register• Individual Guest Registration Card Method• By phone and filling up reservation form
AUTOMATIC SYSTEM
SEMI –AUTOMATIC SYSTEM
GROUP RESERVATION A group consist of 15 persons or more who travel
together
Form a major part of hotel business
It can be – tour groups, military troops, sports teams, airlines crew, political and govt. delegations, participants of a conference/seminar, family functions, performing artistes
Group reservation require block booking of several rooms at once
FIT RESERVATION FREE INDIVIDUAL TRAVELER who is an
independent guest does not use the services of middlemen for booking his/her room
WALK -IN A guest who wants a room without prior
reservation
At any given time a guest may arrive unannounced looking for a room to stay
VIP RESERVATION VERY IMPORTANT PERSON who is extended
special privileges by the hotel
Criteria for Categorizing guests as a VIP may differ from hotel to hotel
OVERBOOKING It is an act of booking more rooms than
actually available by the hotel
Rooms are overbooked to compensate for no-shows and cancellations that will likely occur
CONFIRMING BOOKINGS Booking in Writing – by e-mail/letter
Prepayment
Credit Card
Advance Deposit
Penalty Charges
Miscellaneous Charge Vouchers ( MCO)
CANCELLATIONS AND REVISION Guest may cancel a confirmed reservation
for many reasons or asks for a revision of his booking instructions
AMENDMENTS In certain cases the guest may change his/her
original booking program and inform the same to hotel with a request to make amendments in hotel record
The changes usually is in dates of booking and some time it may be in number/type of rooms
FORMS AND FORMATS USED RESERVATION FORM
REGISTRATION CARD
IRS – INSTANT RESERVATION SYSTEM An independent division of the chain hotels
and situated in one of its units
CRS – CENTRAL RESERVATION SYSTEM
A central (or computerised) reservation system that controls and maintains the reservations for several hotels in one location, and automatically redirects the reservation to the required hotel.
Generally used by a chain of hotel
All the units of the chain hotel are interlinked with CRS
It provides the customer a single source for collecting information
RESERVATION TERMINOLOGY
• ALLOWANCES• AMENDMENTS• CANCELLATION• CHECK – IN• CONFIRMATION• DOUBLE OCCUPANCY• GROUP• PAX• REVISION• SALE• SPATT• UPGRADE• FLAT RATE
• GUARANTEED BOOKING• GUEST• FORECAST• FREE SALE • FIT• GIT• LAY – OVER• ON – REQUEST• SOLD OUT• SINGLE OCCUPANCY• STAY OVER• OUT OF ORDER ROOM• AMENITIES
• ROOM BLOCKING• ROOM AVAILABILITY• ROOM NIGHT• WAIT LIST• ADJACENT ROOM• ADJOINING ROOM• CONNECTING ROOM• TWIN ROOM• TRIPLET• QUAD• QUEEN• SUITES• DUPLEX• HOUSE ACCOUNT, GUEST ACCOUNT,
MASTER ACCOUNT• RED EYES GUEST
• SMOKING• NON SMOKING• RACK RATE• BAR• ROOM PLAN – EP,AP,CP,MAP, B&B• AIRLINE CONTRACT RATE• CORPORATE RATE• CRIB RATE • DAY RATE• EXTRA BED• FTR, GR,TAR,UNR• PACKAGE RATE• SAC,SRT,EPO• GUEST LEDGER• ETA,ETD• NO SHOWS
THANK YOU
SAURABH BHARTI – HOSPITALITY PROFESSIONAL