Reservation Sources
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Transcript of Reservation Sources
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
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