Chapter 5 Basic Reservation Activities www lrjj cn

Chapter 5. Basic Reservation Activities www. lrjj. cn

Guest Cycle • Name four phases of the guest cycle? Pre-Arrival Departure Arrival Occupancy www. lrjj. cn

Reservation Process Steps 1. 2. 3. 4. 5. 6. 7. Reservation inquiry Determination of room availability Accepting or denying reservation request Creation of the reservation record Confirmation of the reservation Maintenance of the reservation record Generation of reservation reports www. lrjj. cn

Contract of Booking The contract of booking is an agreement which is entered into every time a reservations clerk offers a prospective guest a room and that guest accepts the room. 1. Guest must be informed of the conditions. 2. Hotel ensures room availability. 3. Guest will arrive on specified day. www. lrjj. cn

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Types of Reservations 1. Guaranteed Reservation 1) 2) 3) 4) 5) 6) Prepayment – full payment Credit card guarantee Advanced deposit Corporate guaranteed reservation Travel agent guaranteed Voucher from the travel agent 2. Non-guaranteed Reservation Guest is informed regarding cancellation time and hotel can release the room after. www. lrjj. cn

Types of Reservations Which type of reservation is preferred by the hotels – guaranteed or non-guaranteed? What about the guests? Guaranteed reservations help to minimize no-shows and loss in revenue. www. lrjj. cn

Reservation Inquiries 1. Property Direct Reservation Systems • Property reservation department • Telephone • Fax • Mail/ e-mail • Property Web Site • Property to Property www. lrjj. cn

Reservation Inquiries 2. Central Reservation Office / System (affiliate and non-affiliate networks (p. 67)) 3. Travel Agencies (vouchers) 4. Internet Distribution System (OTA, FA, GDS) www. lrjj. cn

Example 1 Property Direct Reservation System www. lrjj. cn

Example 2 Marriott CRS www. lrjj. cn

Example 3 IDS: Fare Aggregator www. lrjj. cn

Reservation Call Steps Greet the caller Identify the caller’s needs Provide an overview of the hotel’s features and benefits Make a room recommendation Close the sale Gather the reservation information from the guest Thank the caller www. lrjj. cn

Reservation Availability Room Overbooking – a situation occurring when the total number of rooms reserved for a certain period of time exceeds the total number of rooms available for sale for the same period of time. a) Unexpected (system break, etc. ) b) Intentional www. lrjj. cn

Denying Reservations Hotels deny reservations to guests when: 1) No specific accommodation available 2) Hotel fully booked 3) Blacklisted guest Check course book pp. 72 -73 what to do in each specific case. www. lrjj. cn

Reservation Confirmation Booking confirmations can be: 1) Manual 2) Computerised Booking confirmations usually have unique number. See Booking. com handout as an example. www. lrjj. cn

Reservation Reports 1. 2. 3. 4. 5. 6. Expected Arrivals and Departure Lists Room Availability Report Group Status Report Special Arrivals List Turn-away (Regrets and Denials) Report Revenue Forecast Report www. lrjj. cn

Room Availability Forecast www. lrjj. cn