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  1. 1. Sushil Mishra © 2012 Sushil Mishra (s)
  2. 2. 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.
  3. 3. Introduction From 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:-
  4. 4. • 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
  5. 5. 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:
  6. 6. The reservation can be guaranteed by • Prepayment · Credit card · Advance deposit • Travel agent voucher/miscellaneous charge order (MCO) · Corporate (direct billing account) Guaranteed Reservations
  7. 7. 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.
  8. 8. 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
  9. 9. cont. Desired room rate Number of people in the group, if applicable Method of payment and/or guarantee Any other special requests Most of the above mentioned information is used to create a reservation record.
  10. 10. 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?
  11. 11. 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.
  12. 12. • Central Reservation System · Global Distribution System · Inter sell Agencies (for example flight centre) · Property Direct · Internet Sources of Reservations
  13. 13. 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.
  14. 14. 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).
  15. 15. 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…
  16. 16. •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
  17. 17. Property Direct Reservation System: Even though many of the five-star hotels rely heavily on central reservation offices and inter sell agencies, some potential guests still find it convenient, and personal to call directly the hotel to communicate a reservation inquiry.
  18. 18. Property direct reservations are made in a several ways · Telephone · Mail · Property-to-property · FAX · E-mail Property Direct Reservations
  19. 19. Group Bookings Types of groups Tour groups Conference/convention Charity groups (fund raising) Flight crews School groups Sporting groups
  20. 20. Reasons for Travel Business Pleasure Education Family Religious Special events (e.g.Olympic Games)
  21. 21. Types of Market Sources F.I.T. – free/fully independent traveller Group Corporate Government Package
  22. 22. Room Rate Factors $ Location (CBD, Country) $ Hotel Rating (Star/Flag/Crown) Room attributes/aspects Hotel facilities $ Competition $ Time of year $ Intended client
  23. 23. Room Rate Types Rack Corporate Government Airline (delayed flights, crew, package) Travel Agents (package, familiarisation, group, F.I.T.) Groups/conference Packages (honeymoon, weekend, midweek)
  24. 24. 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
  25. 25. Guest History Assist with marketing strategies Ensure future reservations are more efficient Ensure a quicker check-in Ensure guest’s needs are met Assist with check-out
  26. 26. History data Reservation forms Registration cards Guest folios on check-out History can be stored and maintained: Manually Computerised
  27. 27. Cancellation Retrieve original reservation Note date and time cancellation received Record contact name of person cancelling Update manual and computer records File cancelled reservation Apply cancellation fee as per hotel policy Thank caller
  28. 28. Amendments Retrieve original reservation Note date and time amendment received Record contact name of person amending Update manual and computer records File amended reservation Thank caller
  29. 29. Departments concerned with reservations report Housekeeping To enable accurate staff rostering Budgeting, planning for refurbishment, ordering of supplies Food and Beverage As above
  30. 30. Departments concerned with reservations report Maintenance To enable accurate staff rostering Budgeting, planning for refurbishment, ordering of supplies Concierge/Porters/Front Desk As above
  31. 31. Types of Reports Occupancy Arrivals Cancellations Special requests V.I.P.S Black lists Market Segments Guest history
  32. 32. Black List “Bad” debts (previous accounts remain unsettled) Malicious damage to hotel property Theft of hotel property Verbal/physical assault of staff members
  33. 33. Potential Reservation Problems • 3 main common problems that might be encountered: • 1) Errors in a reservation record: a.Record a wrong arrival or departure date b.Misspell the guest’s name or reverse it c. Reserve for the caller instead of the guest
  34. 34. Potential Reservation Problems 2) Misunderstandings due to industry jargon: Confirmed versus guaranteed reservation Double room versus 2 beds Connecting rooms versus adjacent rooms
  35. 35. Potential Reservation Problems 3) Miscommunications with external reservation systems: Book a guest in the wrong hotel Book a guest in the wrong city [ex: Novotel, Melbourne versus Novotel, Sydney]
  36. 36. Opera Reservation System
  37. 37. Sushil Mishra

Notas do Editor

  • [i.e. Check-out time or start of the hotel’s day Shift or any time the lodging property chooses
  • © 2012 Sushil Mishra (s)