MRS ANUJA P.LAGHATE Front Office Operations (Reservations)

MRS ANUJA P.LAGHATEMRS ANUJA P.LAGHATE

Front Office OperationsFront Office Operations(Reservations)(Reservations)


Course OutlineCourse Outline

Types of ReservationsTypes of Reservations Reservation InquiryReservation Inquiry Reservation AvailabilityReservation Availability Central Reservations Office Central Reservations Office


Learning ObjectiveLearning Objective

Able to identify the major types of Able to identify the major types of reservationsreservations

Able to formulate a reservation inquiryAble to formulate a reservation inquiry Able to identify the potential reservations Able to identify the potential reservations

problemsproblems Understand the main purpose of a Understand the main purpose of a

confirmation letter or telephone callconfirmation letter or telephone call Handle reservations properly Handle reservations properly


Types of ReservationsTypes of ReservationsThere are two basic types of reservationsThere are two basic types of reservations

Guaranteed ReservationsGuaranteed Reservations Non-Guaranteed ReservationsNon-Guaranteed Reservations


Guaranteed ReservationsGuaranteed Reservations

A room will be held for the guest until check-out A room will be held for the guest until check-out time of the day following the day of arrival.time of the day following the day of arrival.

In return, the guest guarantees payment for the In return, the guest guarantees payment for the room, even if it is not used, unless the room, even if it is not used, unless the reservation is cancelled in accordance with the reservation is cancelled in accordance with the hotel’s cancellation procedure.hotel’s cancellation procedure.


Guaranteed ReservationsGuaranteed Reservations

Variations of guaranteed reservations include:Variations of guaranteed reservations include: PrepaymentPrepayment Credit CardCredit Card Advance DepositAdvance Deposit Travel AgentTravel Agent CorporateCorporate


Non-Guaranteed ReservationsNon-Guaranteed Reservations

The hotel agrees to hold a room for the guest The hotel agrees to hold a room for the guest until a stated reservation cancellation hour, until a stated reservation cancellation hour, usually 1800 hours, or three hours after the usually 1800 hours, or three hours after the flight has landed on the day of arrival. flight has landed on the day of arrival.

If the guest does not arrive by the cancellation If the guest does not arrive by the cancellation hour, the hotel is free to release the room for hour, the hotel is free to release the room for other use. other use.

Hotel nearing full occupancy may choose to Hotel nearing full occupancy may choose to begin accepting only guaranteed reservations. begin accepting only guaranteed reservations.


Reservation Inquiry Reservation Inquiry

A reservation request can be received by the following A reservation request can be received by the following

In personIn person TelephoneTelephone MailMail E-mailE-mail FaxFax InternetInternet Central Reservation SystemCentral Reservation System


Reservation Inquiry Reservation Inquiry

The inquiry typically collects the following The inquiry typically collects the following information about the guest’s proposed stay:information about the guest’s proposed stay:

Name of the guestName of the guest Number of persons in partyNumber of persons in party Date of arrival, arrival flightDate of arrival, arrival flight Date of departure (length of stay), departure flightDate of departure (length of stay), departure flight Type and number of rooms requestType and number of rooms request Name of the company, if anyName of the company, if any Contact person and telephone number Contact person and telephone number Special requestSpecial request


Potential Reservation ProblemsPotential Reservation Problems

Errors in the reservation record. For example:Errors in the reservation record. For example: A reservations agent records the wrong arrival or A reservations agent records the wrong arrival or

departure datedeparture date Misspells the guest’s nameMisspells the guest’s name Mistakenly reverses first and last name (e.g. Troy Mistakenly reverses first and last name (e.g. Troy

Thomas might be recorded as Thomas Troy)Thomas might be recorded as Thomas Troy) A caller making a reservation for another person is A caller making a reservation for another person is

mistaken for the guest and the caller’s name is mistaken for the guest and the caller’s name is entered on the reservation record, or the caller entered on the reservation record, or the caller inadvertently gives his or her own name. inadvertently gives his or her own name.


Sample Reservations FormSample Reservations FormReservations /Amendment /CancellationReservations /Amendment /Cancellation

Confirmation No: __________________Confirmation No: __________________

Name of the guest : ____________________________________________________Name of the guest : ____________________________________________________ (Surname) (First name)(Surname) (First name)

Number of guest : ________________________Number of guest : ________________________Room requirement : _______________________ Room rate : __________________Room requirement : _______________________ Room rate : __________________Date of arrival : ____________________ Arrival flight :_______________________Date of arrival : ____________________ Arrival flight :_______________________Date of departure : _________________ Departure flight :_____________________Date of departure : _________________ Departure flight :_____________________Guaranteed by : __________________________________Expiry date :___________Guaranteed by : __________________________________Expiry date :___________Special request : _______________________________________________________Special request : _______________________________________________________Set up : ______________________________________________________________ Set up : ______________________________________________________________ Transportation : ________________________________________________________Transportation : ________________________________________________________Caller’s name : _________________________________________________________Caller’s name : _________________________________________________________Company name : _______________________________________________________Company name : _______________________________________________________Contact telephone number : ______________________________________________Contact telephone number : ______________________________________________Fax number : __________________________________________________________Fax number : __________________________________________________________E-mail : _______________________________________________________________E-mail : _______________________________________________________________

Confirmed by : _______________________ Date : ___________________________Confirmed by : _______________________ Date : ___________________________


Sources of ReservationsSources of Reservations

There are various reservation market sources There are various reservation market sources within the hospitality industry.within the hospitality industry.

Central Reservations Systems (affiliate or Central Reservations Systems (affiliate or non-affiliate reservation networks)non-affiliate reservation networks)

Property Direct (telephone, e-mail, internet)Property Direct (telephone, e-mail, internet) Travel AgenciesTravel Agencies CorporateCorporate AirlinesAirlines GovernmentGovernment


Reservation AvailabilityReservation Availability

Once inquiry data are received, they are Once inquiry data are received, they are compared to previously processed reservations compared to previously processed reservations to determine the availability of remaining to determine the availability of remaining accommodations. Processing a reservation accommodations. Processing a reservation request results in one of several responses. request results in one of several responses. These responses include:These responses include:

Acceptance of the reservation as requestedAcceptance of the reservation as requested Suggestions of alternative room types and Suggestions of alternative room types and

ratesrates


Reservation ConfirmationReservation Confirmation

A reservation confirmation allows the hotel to A reservation confirmation allows the hotel to verify a guest’s room request and personal verify a guest’s room request and personal information by letter, e-mail or fax.information by letter, e-mail or fax.

A written confirmation, which the guest is A written confirmation, which the guest is expected to produce at registration, states the expected to produce at registration, states the intent of both parties and confirms important intent of both parties and confirms important points of agreement : date, rate, room type, points of agreement : date, rate, room type, and number of guests. Confirmed reservations and number of guests. Confirmed reservations may be either guaranteed or non-guaranteed.may be either guaranteed or non-guaranteed.


Reservation Cancellation Policy Reservation Cancellation Policy and Proceduresand Procedures

Reservation cancellation informs the hotel that a Reservation cancellation informs the hotel that a previously reserved room has become previously reserved room has become available to others, and helps the front office available to others, and helps the front office update its planning.update its planning.

To best serve the guest and protect the hotel, it is To best serve the guest and protect the hotel, it is necessary to have a cancellation policy in necessary to have a cancellation policy in place. The policy should be made known to place. The policy should be made known to the guest when the reservation is made.the guest when the reservation is made.


Reservation Cancellation Policy Reservation Cancellation Policy and Proceduresand Procedures

Hotels may require more than the 24 hours or Hotels may require more than the 24 hours or even 72 hours cancellation notice depending even 72 hours cancellation notice depending on the seasonality. on the seasonality.

The procedure to follow when a guest calls to The procedure to follow when a guest calls to cancel a reservation is as follows:cancel a reservation is as follows:

Obtain the guest’s name and date of arrivalObtain the guest’s name and date of arrival Locate the reservation and mark on it Locate the reservation and mark on it

‘cancelled’, and name of the person cancelling ‘cancelled’, and name of the person cancelling the reservation.the reservation.


Reservation Cancellation Reservation Cancellation ProceduresProcedures

Ask the guest if you can make another Ask the guest if you can make another reservation for him/her at this timereservation for him/her at this time

Refile the reservation and cancellation so there Refile the reservation and cancellation so there will be a record of it in the event a question will be a record of it in the event a question arises laterarises later

Update computer’s recordUpdate computer’s record


OverbookingOverbooking

Overbooking is refer to the act of accepting more Overbooking is refer to the act of accepting more reservations than a given hotel has rooms to reservations than a given hotel has rooms to accommodate. The main reason for accommodate. The main reason for overbooking is to ensure that the hotel will overbooking is to ensure that the hotel will achieve 100 percent occupancy.achieve 100 percent occupancy.

Because of no-shows on non-guaranteed Because of no-shows on non-guaranteed reservations, cancellations, and early reservations, cancellations, and early departure, many hotels find it necessary to departure, many hotels find it necessary to involve themselves in overbooking.involve themselves in overbooking.


Waiting ListWaiting List

Occasionally, a reservation request must be Occasionally, a reservation request must be denied because the hotel is fully booked. denied because the hotel is fully booked. However, if there is enough lead time before However, if there is enough lead time before the proposed date of arrival, interested guests the proposed date of arrival, interested guests may be put on a waiting list.may be put on a waiting list.


Waiting ListWaiting List

A waiting list might be developed and used according A waiting list might be developed and used according to guidelines similar to the following:to guidelines similar to the following:

Advise the guest that no rooms are available for the Advise the guest that no rooms are available for the requested daterequested date

Offer to take the guest’s name and telephone numberOffer to take the guest’s name and telephone number Accommodate the guest immediately if a room Accommodate the guest immediately if a room

becomes available due to a cancellationbecomes available due to a cancellation

Developing waiting lists is good business practice and Developing waiting lists is good business practice and helps create an atmosphere of good service.helps create an atmosphere of good service.


Reservation ReportsReservation Reports

An effective reservation system helps maximize An effective reservation system helps maximize room sales by accurately monitoring room room sales by accurately monitoring room availabilities and forecasting rooms revenue.availabilities and forecasting rooms revenue.

Common management reports include:Common management reports include: Reservation transactions reportReservation transactions report Revenue forecast reportRevenue forecast report


Reservation Transactions ReportReservation Transactions Report

This report summarizes daily reservations This report summarizes daily reservations activity in terms of record creation, activity in terms of record creation, modifications, and cancellation. Specialized modifications, and cancellation. Specialized summaries such as cancellation reports, summaries such as cancellation reports, blocked room reports, and no-show report.blocked room reports, and no-show report.


Revenue Forecast ReportRevenue Forecast Report

This report projects future revenue by This report projects future revenue by multiplying predicted occupancies by current multiplying predicted occupancies by current room rates.room rates.

This information can be especially important for This information can be especially important for long-range planning and cash management long-range planning and cash management strategies.strategies.


Expected Arrival and Departure Expected Arrival and Departure ListsLists

Expected arrival and departure lists are Expected arrival and departure lists are generated from the computer daily to indicate generated from the computer daily to indicate the number and names of guests expected to the number and names of guests expected to arrive and depart as well as the number of arrive and depart as well as the number of stayover guests.stayover guests.


Reservations HistoryReservations History

By analyzing reservation information, front By analyzing reservation information, front office management can develop an office management can develop an understanding of the hotel’s reservation understanding of the hotel’s reservation patterns.patterns.

The hotel’s sales and marketing department can The hotel’s sales and marketing department can use these data to identify the new trends, use these data to identify the new trends, review product mixes, and assess the impact of review product mixes, and assess the impact of its marketing strategies.its marketing strategies.


Reservations HistoriesReservations Histories

Reservations histories include statistics on all aspects Reservations histories include statistics on all aspects of the reservations process, includingof the reservations process, including

The number of guestsThe number of guests Occupied rooms Occupied rooms Reservations (by source)Reservations (by source) No-showsNo-shows Walk-insWalk-ins Overstays (people staying after their stated Overstays (people staying after their stated

departure date)departure date) Early departure (people who checked out before Early departure (people who checked out before

their stated departure date) their stated departure date)


Room RatesRoom Rates

The average room rate in a hotel is achieved by The average room rate in a hotel is achieved by charging a variety of different types of rates. These charging a variety of different types of rates. These include:include:

Rack rateRack rate Corporate rate Corporate rate Package ratePackage rate Group rateGroup rate Long-staying rateLong-staying rate Airline’s crew rateAirline’s crew rate Discounted rateDiscounted rate


Central Reservations OfficeCentral Reservations Office

In a chain-operated hotel, the central reservation In a chain-operated hotel, the central reservation office services the entire chain through one or office services the entire chain through one or more reservation centres. In America, a person more reservation centres. In America, a person making a reservation can access the making a reservation can access the reservation centre through a toll-free 800 reservation centre through a toll-free 800 number.number.

MRS ANUJA P.LAGHATE Front Office Operations (Reservations)

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