3. 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
4. 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
5. MODES OF RESERVATION
Verbal – phone call, in person
Written - letters, fax, e-mail
Online portal, mobile applications
6. RESERVATION TYPES
Guaranteed / Confirmed Reservation (Booking in
writing ,Prepayment ,Credit Card, Commercial Contract,
Advance Deposit)
Amended
Group
Bumped reservation
Non - confirmed
7. 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
8. 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
9. 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
10. FIT RESERVATION
FREE INDIVIDUAL TRAVELER who is an
independent guest does not use the services of
middlemen for booking his/her room
11. 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
12. 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
13. 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
15. CANCELLATIONS AND
REVISION
Guest may cancel a confirmed reservation for many
reasons or asks for a revision of his booking
instructions
16. 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
18. IRS – INSTANT RESERVATION
SYSTEM
An independent division of the chain hotels and
situated in one of its units
19. 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
20. 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
21. • 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