GUEST CYCLEGUEST CYCLE

DESINGED BY,SUNIL KUMAR

Course Content Flow Course Content Flow ChartChart

History of Hotel Industry

The Lodging Industry

Organizational Structure

Hotel Reservations

The Guest CycleThe Guest CycleCycle Stage Departments1. Pre-arrival

______________2. Arrival

______________ 3. Occupancy

______________

4. Departure

_______________

Responsibilities of Reservation DepartmentReservation Department

Monitor room availability

Accept & process advanced hotel room reservations

Coordinate with the sales department on convention or group reservations

Knowledge of: __________________ __________________ __________________

Key Duty - To sell every available room at the most profitable rate.

Reservation RecordReservation Record

Guest name & address

Telephone number

Group/company name

Number in party

Person making reservation Special requirements

Expected arrival

Number of nights

Expected departure

Room rate

Reservation type

Guarantee method

Reservation TypesReservation TypesGuaranteed

__________________________ ___________ ; ____________; ___________ Guest is billed even if they do not use the

room

Non-Guaranteed __________________________ Not accepted as hotel nears full occupancy

Confirmed Hotel verifies that a guest has a reservation Can be ___________ or ______________

Group ReservationsGroup ReservationsBlock

A number of rooms set aside for a group

Booked Rooms actually __________ by group members Reservation agents should ask guests if they

are associated with a group

Cut-off Date Date when group blocked rooms return to

hotel room inventory (30 days prior to arrival)

Group ReservationsGroup Reservations

Wash (down) Blocking fewer rooms than requested by

the group based upon past group history

Displacement

Turning away Free Independent Traveler (FIT) guests for lack of rooms due to group business

Ways to Make a Ways to Make a ReservationReservation

Mail

Telephone

Central Reservation System (CRS)

More than 80% of Hotels have a CRS (1-800 number)

In-House (Walk-In)

Website (Third Party or Property Website)

94% of hotels have property websites

91% can receive online reservations

Web ReservationsWeb Reservations

Hotel Property Website

Third-Party Expedia, Travelocity, Yahoo Travel,

etc.

Marriott San Francisco

Reservations Reservations TerminologyTerminology

Overbooking Accepting more reservations than rooms

Walk Send a guest with a guaranteed reservation to

another comparable hotel Usually pay for room, cab, and phone call

No-show Guest who made a reservation but did not arrive Guaranteed reservations are still charged

Reservation ReportsReservation ReportsTurnaway Report

Tracks number of reservations refused because rooms were

not available

Revenue Forecast Report Multiply projected occupancy by room rates

Expected Arrivals & Departures Lists check-ins, check-outs, and stayovers

Potential Reservation Potential Reservation ProblemsProblems

Errors in Reservation Records Should repeat information back to caller

Jargon Misunderstandings Confirmed vs. guaranteed

CRS & Website Failures Miscommunication with hotel Notify as you approach full occupancy