RESERVATIONS

LEARNING OBJECTIVES

To understand the different aspects of hotel reservation and importance of reservation functions

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

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

MODES OF RESERVATION Verbal – phone call, in person

Written - letters, fax, e-mail

Online portal, mobile applications

RESERVATION TYPES Guaranteed / Confirmed Reservation

(Booking in writing ,Prepayment ,Credit Card, Commercial Contract, Advance Deposit)

Amended

Group

Bumped reservation

Non - confirmed

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

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

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

FIT RESERVATION FREE INDIVIDUAL TRAVELER who is an

independent guest does not use the services of middlemen for booking his/her room

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

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

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

CONFIRMING BOOKINGS Booking in Writing – by e-mail/letter

Prepayment

Credit Card

Advance Deposit

Penalty Charges

Miscellaneous Charge Vouchers ( MCO)

CANCELLATIONS AND REVISION Guest may cancel a confirmed reservation

for many reasons or asks for a revision of his booking instructions

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

FORMS AND FORMATS USED RESERVATION FORM

REGISTRATION CARD

IRS – INSTANT RESERVATION SYSTEM An independent division of the chain hotels

and situated in one of its units

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

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

• 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

THANK YOU

SAURABH BHARTI – HOSPITALITY PROFESSIONAL