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Transcript of Reservation
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Rasheed Khlifat
© 2012 Rasheed Khlifat ®
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What is a reservation?It is a booking in advance for a space for a specified
period of time.
E.g. Hotel ballroom, restaurant booking, airline seat, a theatre seat, a hotel guestroom, a doctor’s appointment.
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IntroductionFrom a guest’s point of view, the most important
outcome of the reservations process is having a guestroom ready and waiting when the guest arrives.
To achieve these outcomes, the hotel must have efficient reservation procedures in place.
Here are the reservation process activities:-
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• Conduct reservation inquiry.
· Determine room and rate availability.
· Create reservation record.
· Confirm reservation record.
· Maintain reservation record.
· Produce reservation reports.
· Research, plan, and monitor reservations.
Reservation Activities
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Types of Reservations
• 1. Guaranteed Reservation: Insures that the hotel will hold a room for the guest until a specific time of guest’s scheduled arrival date .
• The guest must provide us a method of payment.• If the guest does not show up or cancel properly, the guest will be charged for one night
accommodation.
In order to guarantee a reservation, guests can choose one of the following methods:
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The reservation can be guaranteed by
• Prepayment
· Credit card
· Advance deposit
• Travel agent voucher/miscellaneous charge order (MCO)
· Corporate (direct billing account)
Guaranteed Reservations
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Non-guaranteed Reservation
2. Non-guaranteed Reservation: Insures that the hotel agrees to hold a room for the guest until a stated reservation cancellation hour (Usually 6 p.m.) on the day of arrival.
It is common for hotels planning on full occupancy or nearing full occupancy to accept only guaranteed reservation once a specified number of expected arrivals is achieved.
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Reservation Inquiry
• Guests can communicate their reservation inquiries in person, over the telephone, via mail, through facsimile, telex, e-mail…
• While getting a reservation inquiry, the reservation staff shall obtain the following guest-related information:
• Guest’s name, address and telephone number• Company or travel agency name• Date of arrival and departure• Type and number of rooms requested
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cont.
Desired room rateNumber of people in the group, if applicableMethod of payment and/or guaranteeAny other special requests• Most of the above mentioned information is used to create
a reservation record.
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The seven steps reservation sales process
• 1. Greet the caller. ( thank you for calling Holiday inn. This is Mary speaking How can I help you today?)
• 2. Identify caller’s need ( arrival date, departure date, preference ....)
• 3. Provide an overview of the hotel’s feature ( number of restaurant, swimming pool )
• 4. Make a room recommendation and room rate.• 5. Ask for the sales ( Would you like me to book the
reservation for you?
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cont.• 6. Create a reservation record according to the hotel
procedures.• 7. Thank the caller. Closing a call as warmly as opening
a call, leaves the caller with a sense of confidence that they have made the correct decision.
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• Central Reservation System
· Global Distribution System
· Intersell Agencies (for example flight centre)
· Property Direct
· Internet
Sources of Reservations
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Central Reservation System (CRS)
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.
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Central reservation systems
• The majority of hotel groups belong to one or more Central Reservation Systems
• • A central reservation system is composed of a central reservation office, member hotels connected together via communication devices, and potential guests.
• It exchanges room availability information with members hotel.
• • Central Reservation Office [CRO] offers its services via a 24-hours toll free telephone number(s) [Green Numbers].
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continued
On return, central reservation offices charges a fee for the utilization of its services which might take the form of a flat fee and a variable fee, or a flat percentage of potential room revenue, actual room revenue, and/or Rooms Division gross profit…
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•Computerized system by which reservation-related information is stored and retrieved for multiple organizations.
• Global Distribution Systems [GDS]⇒ System including several Central Reservation Offices connected to each other.
• Selling hotel rooms is accomplished by connecting the hotel reservation system with the GDS system.
• GDSs have become a powerful force in hotel reservation.
Global Distribution Systems
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Property Direct Reservation System: Even though many of the five-star hotels rely heavily on
central reservation offices and intersell agencies, some potential guests still find it convenient, and personal to call directly the hotel to communicate a reservation inquiry.
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Property direct reservations are made in a several ways
· Telephone
· Property-to-property
· FAX
Property Direct Reservations
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Group Bookings
Types of groups� Tour groups� Conference/convention� Charity groups (fund raising)� Flight crews� School groups� Sporting groups
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Reasons for Travel
BusinessPleasureEducationFamilyReligiousSpecial events (e.g.Olympic Games)
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Types of Market Sources
F.I.T. – free/fully independent travellerGroupCorporateGovernmentPackage
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Room Rate Factors$ Location (CBD, Country)$ Hotel Rating (Star/Flag/Crown)Room attributes/aspectsHotel facilities$ Competition$ Time of year$ Intended client
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Room Rate Types
RackCorporateGovernmentAirline (delayed flights, crew, package)Travel Agents (package, familiarisation, group,
F.I.T.)Groups/conferencePackages (honeymoon, weekend, midweek)
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Five steps to selling
• Know your product• Know your guest• Match the guest to the best alternative• Be aware you are part of the sales team• Always sell the product before the price
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Guest HistoryAssist with marketing strategiesEnsure future reservations are more efficientEnsure a quicker check-inEnsure guest’s needs are metAssist with check-out
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History data
Reservation formsRegistration cardsGuest folios on check-out
History can be stored and maintained:ManuallyComputerised
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CancellationRetrieve original reservationNote date and time cancellation receivedRecord contact name of person cancellingUpdate manual and computer recordsFile cancelled reservationApply cancellation fee as per hotel policyThank caller
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AmendmentsRetrieve original reservationNote date and time amendment receivedRecord contact name of person amendingUpdate manual and computer recordsFile amended reservationThank caller
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Departments concerned with reservations report
HousekeepingTo enable accurate staff rosteringBudgeting, planning for refurbishment, ordering of
suppliesFood and BeverageAs above
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Departments concerned with reservations report
MaintenanceTo enable accurate staff rosteringBudgeting, planning for refurbishment, ordering of
suppliesConcierge/Porters/Front DeskAs above
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Types of ReportsOccupancy ArrivalsCancellationsSpecial requestsV.I.P.SBlack listsMarket SegmentsGuest history
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Black List
“Bad” debts (previous accounts remain unsettled)Malicious damage to hotel propertyTheft of hotel propertyVerbal/physical assault of staff members
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Potential Reservation Problems • 3 main common problems that might be encountered:• 1) Errors in a reservation record:a. Record a wrong arrival or departure dateb. Misspell the guest’s name or reverse itc. Reserve for the caller instead of the guest
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Potential Reservation Problems
2) Misunderstandings due to industry jargon:Confirmed versus guaranteed reservationDouble room versus 2 bedsConnecting rooms versus adjacent rooms
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Potential Reservation Problems
3) Miscommunications with external reservation systems:Book a guest in the wrong hotelBook a guest in the wrong city [ex: Novotel, Melbourne versus
Novotel, Sydney]
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Opera Reservation System
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Risk Management & Insurance
Rasheed Khlifat