D1.HFO.CL2.01 D2.TTA.CL2.17 Slide 1. Describe the elements of the reservation system All reservation...

RECEIVE AND PROCESS RESERVATIONS

D1.HFO.CL2.01D2.TTA.CL2.17

Slide 1

Describe the elements of the reservation system

All reservation systems require:

Ability to check availability via a chart, computer, or diary

Ability to offer alternatives when the requested booking is not available

Ability to provide information on the costs and product features

(continued)

Slide 2

Records the details and requirements of the person making the reservation

Is a way of recording the acceptable method of payment

Provides a confirmation of the details.

Slide 3


Manual system:

Used by smaller establishments

Less common today

Cheaper to maintain

Requires duplication in filing – date/name

The basis for the development of a computer system

Labour intensive.

Slide 4


Computerized system:

Up to date “real” time information

Greater reporting ability – marketing and profit

Less staff required

What system will work best for my establishment?

Slide 5


Types of bookings that may be processed

Accommodation suppliers:

Resorts, guest houses, backpackers, boutique hotels

Hotel chains – Hilton, Hyatt, Starwood hotels and resorts, Marriott Hotels, Accor, Jin Jiang Hotels.

Aircraft:

Upgrades to a suite on A380 flights and first class, business and economy class reservations.

(continued)


Cruise ships:

Variety of rooms available

Increase in destinations -European, Caribbean, and Asian destinations

Includes all meals.

(continued)

Slide 7


Coaches or buses:

Insight tours, ConTiki, Globebus, Trafalgar

5 star luxury tours.

Limousines (hire cars/vans – chauffeurs):

Many varieties available - electronic navigation to assist travellers

(continued)

Slide 8


Day/extended tours including meals and possibly accommodation and entrance fees

Dining and meal reservations

Entertainment

Tourist attractions

Events.

Slide 9


How reservations are received:

Telephone

In person – face to face

Mail

Email

(continued)

Slide 10


Facsimile (fax)

Internet – on-line bookings

Third party reservations – e.g. Wotif, AsiaRooms

Central reservation service (CRS)

Same chain referrals.

Slide 11


Customers who require reservations

There are 2 types of customers :

The business customer

and

The leisure customer.

Slide 12


Respond to reservations requests

Acknowledge the customer making a reservation:

Use appropriate greeting

Never leave a guest waiting for attention

Follow the establishment’s policies and procedures

Maintain eye contact – where applicable

Communication etiquette – no jargon

Be aware of cultural needs.

Slide 13

Identify required reservation details:

Dates – arrival and departure dates

Ask the right questions e.g. hiring a car – where do you want to go? Car size, 4 x 4 or sedan? Number of passengers? Luggage? Do you have a valid licence? Can you spell that?

Type of booking accommodation, transport or tours

Guest name

(continued)

Slide 14


Contact details

Special requirements – baby facilities, handicapped needs, religious requirements.

Cost / Do you have a budget?

Slide 15


Ask the right questions

Case Study 1:

You have received a phone call from Mai who is the manager

of a Travel and Tour company. She is putting together a

package for a Pharmaceutical Convention coming to your city.

What questions do you need to ask of Mai?

Slide 16


Mai’s requestCase Study 2:

Mai’s Pharmaceutical Convention will be in town for 4 days

Airport arrival will be at 10.00am

There are 50 doubles, 12 singles and 2 triples (in this convention. This totals 118 guests. They expect to pay no more than US$180.00 per room)

Meal arrangements – breakfast and lunch will be provided every day for delegates

The Itinerary is as follows:

• Day 1: Registration and welcome drinks from 16.30 – 20.30

• Day 2: Convention from 09.00 – 16.30

• Day 3: Site seeing – arranged for the convention group

• Day 4: End of conference – arrange to depart at 10.00. Slide 17


Advise customer of availability of requested booking:

Check availability

Know the reservation systems

Be familiar with airlines, hotels, events

(Continued)

Slide 18


Terms and conditions of booking request – restrictions, minimum numbers, method of payment

Product knowledge – leads to selling techniques.

Slide 19


Offer alternative if requested booking is unavailable:

Advise of waitlist options or standby – know policies and procedures for overbooking

Offer alternate times, dates, type etc.

Recommend suitable alternatives.

(continued)

Slide 20


Suitable alternative means

Knowledge of:

Seasonal influences

Local attractions

Tourist developments

Natural Heritage Sites

Local markets

Museums

Sport events

Theatre.

Slide 21


Role Play: Reservations staff

Staff member who is unable to assist the customer with a reservation:

Person 1: Pretends to answer the phone, uses appropriate greeting

Person 2: Pretends to be on the phone and wants to make a reservation

Person 1: Unable to help, must ask them to go on waitlist or offer an alternative

Swap roles.

Slide 22


Offer advice and information about available products, services and facilities:

Apply selling techniques

Know your market.

Slide 23


Respond to questions asked by customer:

Know your product:

• Advise customers of the features and benefits of your product.

Slide 24


When responding to questions and making a sale:

Capture attention of the customer

Maintain their interest

Create a desire

Read buying signals

Close the sale.

Slide 25


Enter reservation details into system

Record reservation details:

Dates – Arrival and Departure

Name of the guest

Type of room/request – usually affects the rate quoted

Time of arrival – 24 hour clock

(continued)

Slide 26

Number of guests

Rate code

Market segment

An indication of the type of reservation.

Slide 27


Examples of Market segments

Slide 28


Address

Contact details

Passport number.

Slide 29


Method of payment:

• Terms and conditions attached to payments

Special requests

Confirmation number

Date and taken by information.

Slide 30


Activity:

Using your reservation form work in pairs to record the following reservations:

Role play one of the following situations, then change roles so you each have a chance to be the reservation clerk and role play a different situation

Guest – make up a name and have a special requirement such as feather pillows, single beds, a view, non-smoking, paying by credit card:

• Book a room for a father and 12 year old son

• Book a room for your boss to attend a conference

• Book a room in Bali for a couple to spend a romantic getaway holiday

• Book a room for yourself and a friend to go to the theatre

• Book a room for yourself as cheap as possible for tonight.

Slide 31


Update and utilize existing customer history

Providing Customer Service:

Using Guest History profiles will provide you with the customer details and any special requests.

Slide 32


Sharing data with relevant departments

You can share this history data with other departments:

Housekeeping

Food and Beverage Outlets

Car service and maintenance

Sales and marketing

Airline Catering – dietary requirements.

Slide 33


Activity

From this reservation information select the data and describe

which department it needs to go to:

Mr. and Mrs. Smith will be returning to the hotel for 4 nights. They

have 2 children aged 2 and 5. It is Mrs. Smith’s

birthday on the second night. The family

have a room rate that includes breakfast

every day in the Lotus Flower restaurant.

They have a hire car with them for the

days they are here.

Slide 34


Confirm existing data:

Use a suitable phrase to confirm you have the correct guest and the right history details

Confirm special requests – non-smoking room or baby cot – this may no longer be required.

Slide 35


Confirm booking details with customer on completion of data entry:

Confirm all the reservation details:

• Verbally

• In writing.

Slide 36


Explain relevant reservation issues:

Arrival and departure times

Transfer of information

Payment

Refunds, surcharges and exchange policies.

Slide 37


Accept payment for reservations:

Credit card

Cash

Company charge

Vouchers

Cheques/checks

Deposits.

Slide 38


File reservation

How is information filed:

Manually:

• Numerically or alphabetically

• Both as back up

Electronically:

• Unlimited search functions - name, date, company

• Disc back up systems and reports.

Slide 39


Generate reservation related documentation

What documentation is required:

Receipts

Invoices

Vouchers

Confirmation letter

Information packs and brochures.

Slide 40


The nature of customers means they will need to change reservation information.

What needs to be changed:

Length of stay

Altering a flight or travel details

Changing times and customer numbers

Updating customer contact details

Altering billing details or making a payment

Change or add special requests.

Slide 41

Maintain reservations

Process to change or cancel reservations:

Always locate the original reservation

Verify that you have the correct guest

Discuss the changes to be made

Check whether it is possible to make these changes

Process cancellation and refund if applicable

Provide a cancellation number

Otherwise make changes or sell alternatives

Confirm changes and costs if any

Thank caller, close with a suitable phrase.

Slide 42


Ways to follow up on unconfirmed reservations

Contact customers who have not paid for their reservations

Solicit payment or balance of payment

Advise the customer of the status of a reservation that has not been paid. It will not be guaranteed (or kept) for the arrival date without full payment

Make courtesy reminder calls

Advise the customer of the enterprise requirements for charges and cancellation fees.

Slide 43


Update internal records, documents and files as required:

When new information is received update all records:

New information can arrive both from external sources or internally from other departments.

Remember you are “accumulating” a history on your customers

This may involve other departments within your establishment

File or store any “written” documents that arrive.

Slide 44


Communicate reservation details to others

Different departments for different requests

Communication with other departments for a hotel reservation:

• Front Office

• Concierge

• Housekeeping

• Maintenance

• Sales and Marketing

(continued)

Slide 45


Accounting

Food and Beverage

Security

Management.

Slide 46


Notify external organisations in relation to reservations:

It is always important to think about external organizations that will also be affected by reservations at your establishment

What impact would an international doctors conference involving over 500 delegates from all around the world arriving in your city for 4 days have on the local organisations?

Slide 47


External organizations:

Airlines

Taxis, hire cars and bus operators

Local shops and restaurants

Tourist attractions

Travel agents

Doctors and Medical clinics.

Slide 48


Activity

Internal and external communications:

1) When a tour group arrives at your hotel what

reservations related documentation needs to be

distributed to the other departments within a hotel?

2) You book a yacht to take a group of people on a

fishing trip for 2 nights. Describe the other

business that would need to contribute to

arranging for this yacht ready for the charter:

Identify the documentation you would need to send

to each establishment to request their services. Slide 49


Completion of unit:

Receive and process reservations

Slide 50

D1.HFO.CL2.01 D2.TTA.CL2.17 Slide 1. Describe the elements of the reservation system All reservation...

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