This slide show is aimed at the TVET level 3 programme in Hospitality of the students at Russell Road College (PE College)

2. What is a booking/reservation?
What?
Reserving or
keeping and
arranging a
room/table/
treatment
etc. for a
guest. Could
be manual or
computorise
Who?
Booking
clerk/
receptionist/
central
reservation/o
nline /
booking
agencies
Where?
Front of
house (direct
sales)/on
line/ central
reservations
Why?
Guest needs to
arrange
Accommodation
+ what is in and
around the
establishment

3. Boosting bookings
Watch the following youtube clips: “How
to upsell that and satisfy your Guests”
https://youtu.be/JZ-mEZTR5Zg and “Hotel
marketing: 3 tips to boost direct bookings
https://youtu.be/qHS14H2GA3U
• Write a definition of up selling
• Discuss the rules to follow when
upselling
• Describe the 3 tips too boost bookings
• List the information that need to be
known by reservation clerk
• Can you remember the PLEASING
principle from level 2?

4. Selling all that you have to offer
(match the customers need to what you have to offer)
At the
hotel
Services/facilities
In the
room
Amenities
Close
to
hotel
Attractions / places of interest

5. Additional services offered by
hotels/resorts
• Study the pictures below. They are called pictograms. Hotels and resorts
use these to communicate what more they have to offer to guests that
does not speak English.
• See how many of these can you identify

6. What can happen if you don’t give
correct information to guests?
• Find the answer to this on pg 215- 216
• Now list tips to follow when taking a booking
(tip: pg 217 could help you out…)

7. Dealing with ‘special’ guests
• Communication difficulties (sight, hearing,
speech, language)
• Don’t make assumptions or disrespect
• Give very good explanation of facilities (eye
contact, hand gestures, written material like
email)
• Notify affected departments

8. Dealing with ‘special’ guests (continue)
• Regulars and VIP’s(Government
officials, royalty, tv and movie
stars etc.)
• Expect high standard, privacy
and security
• VIP travel in groups and could
need special arrangements
(Think what President Ramapoza
would need if he stayed at a
hotel?)

9. Dealing with ‘special’ guests (continue)
• Groups bookings (conferences, weddings, tour
groups)
• Check establishment’s group discount policy
when charging
• Arrange with all affected departments in
advance (luggage, transport, dining,
entertainment, extra facilities)

10. Customer has needs and
expectation
Match service
and expectation
Special cases
Disabled
VIP/CIP’s
Regulars
Groups
Confirm Arrange
Inform relevant
departments
Process
Spreadsheet and
file
Update
Changes
Cancelation
Establishment
offer services
Howdoesthiswork?

11. How could customers make contact
with establishment?
• Online form website
• Travel/booking agents
• Central reservation
• Telephone to on site
reservations
• E-mail/letter/fax
• Face to face
Can you think of things that can go wrong with each
of these ways of communicating?

12. A booking will always show:
• The name of the establishement
• The customers name
• Number of people booked
• The date of booking
• The date/time they will arrive (Arrival date) and depart/checking out
• Number of nights booked for
• Price/rate of the booking
• Contact details of the guest
• Details of the guest’s choice(s)
• Method of payment
• Special requests not included in standard service
• If the booking is confirmed
• Booking clerk(you)
See pg 221 and 201 in text book

16. Lets practice
• On page 221 in your textbook you will find a
manual booking form (Figure 5.3)
• View the you tube clip
https://youtu.be/oUv2BcxAvjQ “Making a
hotel reservation”
• With a pencil, complete the booking form

17. Confirmation
Depositis:
• % of the total amount
due by the guest
• payable by the guest
• in advance
• to secure the booking
• Read about it on pg 217 -
218

18. Lets practice
• On page 222 in your textbook you will find a
Hotel confirmation form (Figure 5.3)
• View the you tube clip
https://youtu.be/oUv2BcxAvjQ “Making a
hotel reservation”
• With a pencil, complete the confirmation form

19. Once booking is confirmed, who
should know about it?
Department in hotel Reason
Reception Prepare for guest’s arrival – check in
Housekeeping To prepare room in time
Accounts To open an account for the guest
Management Special requests that needs authority to action
Kitchen To prepare correct amounts of meals
Restaurant (or any
other department that will
be affected)
Prepare for the guest to use the service e.g. place
settings in restaurant, bed in spa, seats in shuttle etc.

20. Other departments in the Hotel/restaurant
needs to know about the guest…
• List the 6 different
departments in the hotel
that needs to know about
the guests we are expecting
from the clip we listened to
• Next to each department
describe what you will have
to tell them
• Find 2 reasons why you have
to tell other departments
(Pg 226) in other words:
what could happen if you
did not tell the above
departments about the
guest?
Customer has needs
and expectation
Match service
and expectation
Special cases
Disabled
VIP/CIP’s
Regulars
Groups
Confirm Arrange
Inform relevant
departments
Process
Spreadsheet
and file
Update
Changes
Cancelation
Establishment
offer services

21. Keeping bookings up-to-date
• Record the confirmed
booking (see the following 5
slides for examples of such
a summary)
• Regularly check
Unconfirmed bookings
• Amendments/changes
made to bookings
• Cancellations
• Refunds
• Changes at the
establishment that can
affect guests

22. Conventional reservation
chart/manual system

23. Density chart

24. Stop go

25. Spreadsheets/Computerised

26. Colour coding to show status

27. Changes to bookings due to:
• Facilities
• Services
• Dates
• Times
• Personal details
• Number of guests
Can you think of an example of each?
What should you do?

28. Cancelation of booking
• Notice period will be prescribed
by the hotel/restaurant policy –
guest could be charged for late
cancelation or lose their deposit
• Record it properly so that the
space (room/table/venue) can be
sold quickly

29. Changes at the establishment that can
affect guests
• Let all affected guests know
• In writing to guest and to other
departments
• Done In advance

30. What can go wrong during the booking
process?
• System failure/ malfunction
• Equipment failure
• Power outage
• Manual error/ human
error
Can you think of an example of each?
What should be done if this happens?
Psst. You can see the
procedure to follow on
pg 262 and 263 in
your textbook

31. Some guidelines…
• Inform supervisor immediately
• Apologize and let customer know what’s going
on.
• Take down manual information to be entered
later into computer

32. Let us see how well you understood
this Topic:
• Discuss what should be done if a booking has not been confirmed.
• List and explain FIVE matters that need to be communicated to a guest during
the booking process. (5 x 2)
Study the advance reservation screen and answer the questions that follow.
• How many floors does this hotel have? Motivate your answer.
• How many twin rooms are available on the 4
th
of May?
• In which room would you allocate to a VIP? Motivate your answer.
• Give ONE reason for colour coding a reservation system
• Ms Williams is using the room only for the day to get dressed for her wedding
later that afternoon. Predict THREE departments in a large hotel should be
notified for possible services that she would require.
• Identify ONE customer need for each of the departments mentioned above
• A group of German tourists request five twin rooms next to each other for three
nights. Which is the first available date that that would be possible.
• Record the above booking on the next page under the name of Dr Rohm.
• Confirm Mr Calvin’s booking by completing the form on the last slide.

34. Dear (A)________________(1),
(B)____________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
__________________________________________________________(4).
RESERVATION INFORMATION
Confirmation Number: SPL12345
Guest Name: (C)
Arrival Date: (D)
Departure Date: (E)
Number of Nights: (F)
Room Type: (G) (5)
Room Tax: 10.27%
Resort Fee: R1500 per room per night - includes gratuities for
housekeeping, bell services and valet; and in-room coffee.
We are eagerly anticipating your arrival and would like to advise you of the following in order to
help you with your trip planning:
Check-in time: 4:00 PM - If you should arrive early, you are welcome to use the
facilities while you wait for your guestroom to become available.
Check-out time: 12:00 PM
Cancellation policy: We do require notification of cancellation at least sixteen days prior to
arrival for refund of this deposit. Cancellations received within the
fifteen day period will result in forfeiture of the full deposit.
Check-in time: 4:00 PM - If you should arrive early, you are welcome to use the
facilities while you wait for your guestroom to become available.
If you have any questions, please call us toll-free at 0800-888-8888.
Cordially,
Joe Lewis
Reservations Supervisor
Sample Resort and Golf Club | 1400 . Southern Ave.| Tempe, AZ 85282 | www.returnity.biz