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  2. 2. Describe the elements of the reservation system All reservation systems require:  Ability to check availability via a 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 (continued) Slide 2
  3. 3.  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 Slide 3 Describe the elements of the reservation system
  4. 4. 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 Slide 4 Describe the elements of the reservation system
  5. 5. Computerized system:  Up to date “real” time information  Greater reporting ability – marketing and profit  Less staff required  What system will work best for my establishment? Slide 5 Describe the elements of the reservation system
  6. 6. Slide 6 Types of bookings that may be processed Accommodation suppliers:  Resorts, guest houses, backpackers, boutique hotels  Hotel chains – Hilton, Hyatt, Starwood hotels and resorts, Marriott Hotels, Accor, Jin Jiang Hotels Aircraft:  Upgrades to a suite on A380 flights and first class, business and economy class reservations (continued) Describe the elements of the reservation system
  7. 7. Cruise ships:  Variety of rooms available  Increase in destinations -European, Caribbean, and Asian destinations  Includes all meals (continued) Slide 7 Describe the elements of the reservation system
  8. 8. 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 (continued) Slide 8 Describe the elements of the reservation system
  9. 9.  Day/extended tours including meals and possibly accommodation and entrance fees  Dining and meal reservations  Entertainment  Tourist attractions  Events Slide 9 Describe the elements of the reservation system
  10. 10. How reservations are received:  Telephone  In person – face to face  Mail  Email (continued) Slide 10 Describe the elements of the reservation system
  11. 11.  Facsimile (fax)  Internet – on-line bookings  Third party reservations – e.g. Wotif, AsiaRooms  Central reservation service (CRS)  Same chain referrals  “One-time registrations” Slide 11 Describe the elements of the reservation system
  12. 12. Customers who require reservations There are 2 types of customers :  The business customer and  The leisure customer Slide 12 Describe the elements of the reservation system
  13. 13. Respond to reservations 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 Slide 13
  14. 14. Identify required reservation details:  Dates – arrival and departure dates  Ask the right questions e.g. hiring a car – where do you want to go? Car size, 4 x 4 or sedan? Number of passengers? Luggage? Do you have a valid licence? Can you spell that?  Type of booking accommodation, transport or tours  Guest name (continued) Slide 14 Respond to reservations requests
  15. 15.  Contact details  Number of rooms  Special requirements – baby facilities, handicapped needs, religious requirements.  Cost / Do you have a budget? Slide 15 Respond to reservations requests
  16. 16. Ask the right questions Case Study 1: You have received a phone call from Mai who is the manager of a Travel and Tour company. She is putting together a package for a Pharmaceutical Convention coming to your city. What questions do you need to ask of Mai? Slide 16 Respond to reservations requests
  17. 17. Mai’s request Case Study 2:  Mai’s Pharmaceutical Convention will be in town for 4 days  Airport arrival will be at 10.00am  There are 50 doubles, 12 singles and 2 triples (in this convention. This totals 118 guests. They expect to pay no more than US$180.00 per room)  Meal arrangements – breakfast and lunch will be provided every day for delegates  The Itinerary is as follows: • Day 1: Registration and welcome drinks from 16.30 – 20.30 • Day 2: Convention from 09.00 – 16.30 • Day 3: Site seeing – arranged for the convention group • Day 4: End of conference – arrange to depart at 10.00 Slide 17 Respond to reservations requests
  18. 18. Advise customer of availability of requested booking:  Check availability  Know the reservation systems  Be familiar with airlines, hotels, events (Continued) Slide 18 Respond to reservations requests
  19. 19.  Terms and conditions of booking request – restrictions, minimum numbers, method of payment  Product knowledge – leads to selling techniques Slide 19 Respond to reservations requests
  20. 20. Offer alternative if requested booking is unavailable:  Advise of waitlist options or standby – know policies and procedures for overbooking  Offer alternate times, dates, type etc  Over-book  Recommend suitable alternatives (continued) Slide 20 Respond to reservations requests
  21. 21. Suitable alternative means Knowledge of:  Seasonal influences  Local attractions  Tourist developments  Natural Heritage Sites  Local markets  Museums  Sport events  Theatre Slide 21 Respond to reservations requests
  22. 22. Role Play: Reservations staff Staff member who is unable to assist the customer with a reservation:  Person 1: Pretends to answer the phone, uses appropriate greeting  Person 2: Pretends to be on the phone and wants to make a reservation  Person 1: Unable to help, must ask them to go on waitlist or offer an alternative  Swap roles Slide 22 Respond to reservations requests
  23. 23. Offer advice and information about available products, services and facilities:  Apply selling techniques  Know your market Slide 23 Respond to reservations requests
  24. 24. Respond to questions asked by customer:  Know your product: • Advise customers of the features and benefits of your product Slide 24 Respond to reservations requests
  25. 25. When responding to questions and making a sale:  Capture attention of the customer  Maintain their interest  Create a desire  Read buying signals  Close the sale Slide 25 Respond to reservations requests
  26. 26. Enter reservation details into 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 (continued) Slide 26
  27. 27.  Number of guests  Rate code  Market segment  An indication of the type of reservation Slide 27 Enter reservation details into system
  28. 28. Examples of Market segments Slide 28 Enter reservation details into system
  29. 29.  Address  Contact details  Passport number Slide 29 Enter reservation details into system
  30. 30.  Method of payment: • Terms and conditions attached to payments  Special requests  Confirmation number  Date and taken by information Slide 30 Enter reservation details into system
  31. 31. Activity: Using your reservation form work in pairs to record the following reservations:  Role play one of the following situations, then change roles so you each have a chance to be the reservation clerk and role play a different situation  Guest – make up a name and have a special requirement such as feather pillows, single beds, a view, non-smoking, paying by credit card: • Book a room for a father and 12 year old son • Book a room for your boss to attend a conference • Book a room in Bali for a couple to spend a romantic getaway holiday • Book a room for yourself and a friend to go to the theatre • Book a room for yourself as cheap as possible for tonight Slide 31 Enter reservation details into system
  32. 32. Update and utilize existing customer history Providing Customer Service:  Using Guest History profiles will provide you with the customer details and any special requests Slide 32 Enter reservation details into system
  33. 33. Sharing data with relevant departments You can share this history data with other departments:  Housekeeping  Food and Beverage Outlets  Car service and maintenance  Sales and marketing  Airline Catering – dietary requirements Slide 33 Enter reservation details into system
  34. 34. Activity From this reservation information select the data and describe which department it needs to go to: Mr. and Mrs. Smith will be returning to the hotel for 4 nights. They have 2 children aged 2 and 5. It is Mrs. Smith’s birthday on the second night. The family have a room rate that includes breakfast every day in the Lotus Flower restaurant. They have a hire car with them for the days they are here Slide 34 Enter reservation details into system
  35. 35. Confirm existing data:  Use a suitable phrase to confirm you have the correct guest and the right history details  Confirm special requests – non-smoking room or baby cot – this may no longer be required Slide 35 Enter reservation details into system
  36. 36. Confirm booking details with customer on completion of data entry:  Confirm all the reservation details: • Verbally • In writing Slide 36 Enter reservation details into system
  37. 37. Explain relevant reservation issues:  Arrival and departure times  Transfer of information  Payment  Refunds, surcharges and exchange policies Slide 37 Enter reservation details into system
  38. 38. Accept payment for reservations:  Credit card  Cash  Company charge  Vouchers  Cheques/checks  Deposits Slide 38 Enter reservation details into system
  39. 39. File reservation How is information filed:  Manually: • Numerically or alphabetically • Both as back up  Electronically: • Unlimited search functions - name, date, company • Disc back up systems and reports Slide 39 Enter reservation details into system
  40. 40. Generate reservation related documentation What documentation is required:  Receipts  Invoices  Vouchers  Confirmation letter  Information packs and brochures Slide 40 Enter reservation details into system
  41. 41. The nature of customers means they will need to change reservation information. What needs to be changed:  Length of stay  Altering a flight or travel details  Changing times and customer numbers  Updating customer contact details  Altering billing details or making a payment  Change or add special requests Slide 41 Maintain reservations
  42. 42. Process to change or cancel reservations:  Always locate the original reservation  Verify that you have the correct guest  Discuss the changes to be made  Check whether it is possible to make these changes  Process cancellation and refund if applicable  Provide a cancellation number  Otherwise make changes or sell alternatives  Confirm changes and costs if any  Thank caller, close with a suitable phrase Slide 42 Maintain reservations
  43. 43. Ways to follow up on unconfirmed reservations  Contact customers who have not paid for their reservations  Solicit payment or balance of payment  Advise the customer of the status of a reservation that has not been paid. It will not be guaranteed (or kept) for the arrival date without full payment  Make courtesy reminder calls  Advise the customer of the enterprise requirements for charges and cancellation fees Slide 43 Maintain reservations
  44. 44. Update internal records, documents and files as required:  When new information is received update all records:  New information can arrive both from external sources or internally from other departments.  Remember you are “accumulating” a history on your customers  This may involve other departments within your establishment  File or store any “written” documents that arrive Slide 44 Maintain reservations
  45. 45. Communicate reservation details to others  Different departments for different requests  Communication with other departments for a hotel reservation: • Front Office • Concierge • Housekeeping • Maintenance • Sales and Marketing (continued) Slide 45 Maintain reservations
  46. 46.  Accounting  Food and Beverage  Security  Management Slide 46 Maintain reservations
  47. 47. Notify external organisations in relation to reservations:  It is always important to think about external organizations that will also be affected by reservations at your establishment  What impact would an international doctors conference involving over 500 delegates from all around the world arriving in your city for 4 days have on the local organisations? Slide 47 Maintain reservations
  48. 48. External organizations:  Airlines  Taxis, hire cars and bus operators  Local shops and restaurants  Tourist attractions  Travel agents  Doctors and Medical clinics Slide 48 Maintain reservations
  49. 49. Activity Internal and external communications: 1) When a tour group arrives at your hotel what reservations related documentation needs to be distributed to the other departments within a hotel? 2) You book a yacht to take a group of people on a fishing trip for 2 nights. Describe the other business that would need to contribute to arranging for this yacht ready for the charter:  Identify the documentation you would need to send to each establishment to request their services Slide 49 Maintain reservations
  50. 50. Completion of unit: Receive and process reservations Slide 50