OPERATE A COMPUTERISED RESERVATIONS SYSTEM D 1 HFO

OPERATE A COMPUTERISED RESERVATIONS SYSTEM D 1. HFO. CL 2. 02 D 2. TTA. CL 2. 13 Slide 1

Subject elements This unit comprises three Elements: � Identify the features offered by a computerised reservations systems � Operate the computerised reservation system � Process reservations’ communications Slide 2

Assessment for this unit may include: � Oral questions � Written questions � Work projects � Workplace observation of practical skills � Practical exercises � Formal report from supervisor Slide 3

Element 1: Identify the features offered by a computerised reservations systems Slide 4

Identify the features offered by a computerised reservations systems Performance Criteria for this Element are: � Explain the benefits of and barriers to using a computerised reservations system � Identify the businesses that may use a computerised reservation system � Describe the scope of a computerised reservations system � Describe the functions that can be performed on a computerised reservations system � Interpret the screens and displays available within a computerised reservations system Slide 5

Definitions What is a CRS? � Computerised reservation system What is a GDS? � Global distribution system Slide 6

Importance of a CRS � Computerised reservation systems have become an essential part of any hospitality and tourism organisation � It is a necessary tool to store and access a wide range of information, that can be easily accessed by a range of people in any location Slide 7

Hospitality CRS Hospitality computerised reservation systems � A hotel reservation system, also known as a central reservation system (CRS) is a computerized system that stores and distributes information of a hotel, resort, or other lodging facilities Slide 8

Hospitality CRS Hospitality computerised reservation systems � What hospitality computerised reservation systems are used in the industry? � Was is their function? Slide 9

Hospitality CRS Hotel software system areas � Property management � Accounting � Internet/GDS reservations � Central reservations � Reception Slide 10

Hospitality CRS Hotel software system areas � Point of Sale (POS) � Spa, club and golf management � Guest management � Inventory management � Yield/revenue management Slide 11

Hospitality CRS Property Management Software (PMS) � One of the major types of hotel software used by the hotel industry is hotel property management software (PMS) � PMS is a comprehensive software package that manages all aspects of hotel operations, which has front desk, and back office modules that handle reservations, guest profile/folio, reporting, night auditing, and housekeeping, accounting, payroll and asset and inventory management Slide 12

Hospitality CRS Hotel reservation systems For reservations, there are two types of hotel software: � A CRS (central reservation system) � An IBE (Internet booking engine) - an IBE allows guests to remotely make reservations accessing the hotel’s website Slide 13

Hospitality CRS Modules in a hospitality CRS � Reservations � Profiles � Groups and blocks � Rate and inventory control � Administration � Reporting � Global distribution interface � PMS interface Slide 14

Hospitality CRS Common CRS information Information commonly stored in a CRS includes � Room types � Rate plans architecture � Room rates and conditions � Room inventories � Generic hotel information � Distribution content � Reservation information � Nearby IATA cities and airports Slide 15

Tourism CRS � The Global Distribution System (GDS) is an ecommerce tool introduced by airlines to facilitate the booking of flights � By definition a GDS is a computerised reservation system (CRS) in that it enables, for example, travel agencies to place bookings with travel suppliers and their booking systems via a worldwide distribution network Slide 16

Tourism CRS There are four major Global Distribution Systems: � Amadeus � Galileo � Sabre � Worldspan Slide 17

Tourism CRS uses These systems enable travel agencies to: � Search lowest fares for nominated destinations � Automatically re-calculate fares for changed itineraries � Store client data and records � Access world-wide options Slide 18

Tourism CRS Types of CRS bookings and reservations GDS systems are capable of booking: � One way and roundtrip airline seats � Hotel rooms � Rental cars � Tours � Cruises Slide 19

Tourism CRS Types of CRS bookings and reservations GDS systems are capable of booking: � Bus and rail tickets � Insurance � Limousines � Event and theatre tickets � Dining reservations Slide 20

Information within a CRS Information contained within a CRS � Destination information � Availability and costs of any product/service � Detailed product and service information � Airfares and airline information � Special offers and packages � Transportation options � Payment options � Health and safety recommendations Slide 21

Benefits of a CRS � Speedier processing of requests and bookings, ticketing and quotations � Central location of information � Integration with web-based/online booking systems � Allowing multiple uses and multiple sites � Preserving privacy and confidentiality through passwords, operator only designations and system administrator status � Allowing pre-set limits/allocations/changes Slide 22

Barriers of a CRS � Cost of initial establishment � Training of staff � System breakdowns and malfunctions � Need for system back-ups, system maintenance and system updates � Discrepancies occurring between properties using different systems � Operational staff tend to focus on the screen instead of customer Slide 23

Businesses using a CRS � Retail travel agencies � Hotels � Visitor information centres � Airlines � Coach companies � Car rental companies � Entertainment providers Slide 24

Businesses using a CRS � Tour operators and wholesalers � Event coordinators � Tour desk officers � Operations consultants � Owner operators of small tourism businesses � Reservations sales agents Slide 25

Scope of a CRS Scope of a computerised reservation system Scope of a computerised reservations system may be related to: � Industry-wide access and use � Use only within an individual property � Agents � Service providers � Direct customer bookings Slide 26

CRS functions Functions performed on a central reservations system � Interrogating and amending existing data � Making reservations, including group, individual, corporate, in-house, commission basis � Amending reservations, such as extending or changing dates, altering flights, changing room numbers � Determining vacancies and current level of availability, including tickets, seats, rooms Slide 27

CRS functions Functions performed on a central reservations system � Recording customer details � Recording special request details � Creating internal and management reports � Generating client histories and preferences � Generating mailing lists � Creating marketing information � Preparing limited accounting statements Slide 28

CRS functions Functions performed on a Hospitality CRS What functions or information would be kept for these functions: � Reservations � Profiles � Groups and blocks � Rate and inventory control � Administration � Reporting Slide 29

CRS functions Functions performed on a tourism CRS � Understand system assumptions for a quote � Interpret system codes and abbreviations � Enter the relevant segment, passenger, destination and date details � Create the quote � Search the ‘best fare’ quote � Cancel the quote � Amend the quote � Update the status of the booking Slide 30

GDS training Specialised GDS training courses need to be undertaken to attain necessary competencies with individual GDS systems: � What training would operators need to undertake? � What do these need to know? Slide 31

GDS training These specialised courses relate to the features and functions of the individual system and address topics such as: � Key functions � Encoding and decoding � Status codes � System help facilities � Selling flights � Creating and updating files � E-ticketing � System abbreviations Slide 32

Understanding CRS screens and displays Interpret the screens and displays Regardless of the CRS system used it is important for users to be competent in being able to interpret the screens and displays relating to: � Identifying menus and sub-menus � Identifying information fields � Identifying drop-down menus � Identifying self-populating fields Slide 33

Understanding CRS screens and displays Interpret the screens and displays � Identifying multiple choice fields � Identifying mandatory fields � Identifying character limitations within information fields � Using the toolbar menu and using keystrokes to access fields and menus Slide 34

Understanding CRS screens and displays Interpret the screens and displays � Differentiating between levels of authorization and access � Creating and using passwords and User Identification to access screens and data � Using system-specific techniques to move between fields and screens Slide 35

Understanding CRS screens and displays Interpret screen displays � Prompts � Buttons/tabs � Options � Abbreviations � Acronyms � Questions � Information fields � Dates Slide 36

Understanding CRS screens and displays In-house interpretations of displays Different establishments to describe and define certain fields with meanings and data, such as: � Dates � Prices � Room types � Room numbers � Packages particular to their operational needs. Slide 37

Understanding CRS screens and displays In-house interpretations of displays Systems may have codes to depict various pieces of information such as: � Different revenue stream � Guest type � Marketing information that the property seeks to capture � Payment methods � Booking source Slide 38

CRS training and support Need for CRS training and support In order for any staff using a CRS system to become competent with the software being used in their workplace, they must: � Obtain, read, refer to and use the User’s Guide/Manual for their system � Obtain practical workplace training in the physical operation of the system � Research, understand utilise the software support provided by the system suppliers Slide 39

Element 2: Operate the computerised reservation system Slide 40

Operate the computerised reservation system Performance Criteria for this Element are: � Access the computerised reservations system � Investigate information contained within the computerised reservations system � Check whether or not a reservation can be taken on the computerised reservations system � Accept and create a reservation on the computerised reservations system Slide 41

Operate the computerised reservation system Performance Criteria for this Element are: � Retrieve a reservation on the computerised reservations system � Amend a reservation on the computerised reservations system � Print reservation details from the computerised reservations system Slide 42

Importance of reservations Role of reservations � The reservations department is a vital link in any hotel operation � The reservations area is where guests have their first contact with an organisation and therefore make their first impressions Slide 43

Importance of reservations Role of reservations Three key roles of reservations is to: � Providing relevant information � Encouraging the sale � Making the booking Slide 44

Passwords and User IDs � Why is it important to have passwords? � How often should they be changed? � How else can you protect the privacy of information on the system when you have ‘logged into the system’? Slide 45

System information Investigating information Investigate information may include: � Applying access codes � Interpreting and using on-screen prompts to determine required information � Interpreting and applying on-screen abbreviations, acronyms and options Slide 46

Accessing system information Investigating information � Using navigation tools such as buttons and tabs � Applying correct date formats within the system � Adhering to system protocols and field size limitations � Completing required fields � Describing the field and menu links available between screens Slide 47

Accessing system information Using system features to access a range of information Typically a receptionist with responsibility for bookings will repeatedly be involved in: � Checking for room availability on the required dates � Entering the guest and reservation details � Varying the booking as required � Checking the guest in � Posting charges to guest folios � Preparing and presenting guest accounts � Accepting payment � Checking the guest out Slide 48

Accessing system information Example – Front Office information that can be accessed � Folio clearance � Night audit information � Room charge update � Rooming rebuild/calendar update � Transaction summary � Internal management reports Slide 49

Checking reservation availability The balancing act of reservations When times are busy, the reservations team must try to fill the hotel whilst: � Filling hotel rooms at competitive rates � Not overbooking the hotel � Generating higher room rates Slide 50

Checking reservation availability Importance of checking reservation availability � All booking requests must be checked on the system before they are accepted � Whilst in most cases hotels or other hospitality and tourism businesses will try to find a way to ensure a reservation can be taken, at times however this is not possible Slide 51

Checking reservation availability Methods of booking Requests for bookings can come via the following mediums: � Telephone � Fax � Internet � Face-to-face walk-in enquiries � Mail Slide 52

Checking reservation availability Sources of bookings � System referrals from other properties in the chain � Travel agents � Tour operators � Airlines � Family and friends of the guests � The guest themselves � Businesses � Groups Slide 53

Checking reservation availability Obtaining the basic reservation information In order to check room availability you must determine: � Date of the first night � Date of the last night � Type of room sought � Name of guest or business seeking accommodation � Identifying if they are a VIP, ‘blocked’ or ‘black listed’ � Identification of any other potentially limiting factors Slide 54

Checking reservation availability Considerations � Minimum stay lengths/minimum nights � Peak time/prime time � Stops/stop sell Slide 55

Creating new reservations Information to record � Date of arrival � Date of departure � Estimated Time of Arrival (ETA � Estimated Time of Departure (ETD) � Number of nights � Name in full � Personal details � Room type � Number of adults and children Slide 56

Creating new reservations Information to record � Passport/ID number � Package type � Room rate � Method of payment � Booking taken by � Notes/comments � Room number � Marketing information Slide 57

Creating new reservations Types of reservations � Airline seats � Hotel rooms and accommodation at other facilities � Rental cars and other vehicles � Transportation � Transfers � Entertainment � Tours and cruises Slide 58

Creating new reservations Types of reservations � Entrances to tourist attractions, tourism sites or other sites of interest or significance � Travel insurance � Tour guiding services � Activities � Meals � Functions � Special items with customer’s corporate branding Slide 59

Creating new reservations Types of reservations � Special events � Venue facilities � Convention facilities � Speaker services � Audio-visual services � Meeting or event equipment � Special event consumable items � Food, beverage and general catering Slide 60

Creating new reservations Handling special requests � Disabled room � Room that has a balcony or outside are where people can smoke � Cot or high-chair � Fold-away bed � Champagne and chocolate on arrival or at nominated times � Fresh fruit platter in the room � Flowers Slide 61

Creating new reservations Handling special requests � Room facing the ocean or garden or some other identified aspect � Interconnecting rooms � Adjacent rooms � A room located away from the lift � Bed board � Extra clothes hangers � Glass vases Slide 62

Creating new reservations Handling special requests � Voltage converters (240 to 220 volt) � Iron and ironing board � Booking in the dining room � Special food and beverages � Mobile phone rental Slide 63

Retrieving reservations Reasons to retrieve a reservation Once a reservation has been made, you may need to retrieve it so as to: � Convert a tentative booking into a confirmed one � Modify the booking in one of many ways as advised by the guest � Add an advanced deposit � Cancel a reservation � Allocate a room � Effect a room change Slide 64

Amending reservations Types of amendments � Cancelling the reservation � Changing the date/s � Changing times � Changing customer names � Changing the number of people � Adding children or additional customers Slide 65

Amending reservations Types of amendments � Changing seating arrangements � Adding special requests � Seeking a variation in rate � Splitting a reservation � Entering a deposit paid Slide 66

Amending reservations Types of amendments � Changing the itinerary � Adding/deleting products or services � Entering invoice and payment details � Entering ticketing and voucher details � Cross-referencing multiple bookings Slide 67

Print reservation details Reasons for printing reservation details � Why does a reservation need to be printed? � Who needs this information? � How do we give confirmation information to customers? Slide 68

Element 3: Process reservations’ communications Slide 69

Process reservations’ communications Performance Criteria for this Element are: � Print reports from the computerised reservations system � Create and process internal communications using the computerised reservations system � Respond to external requests for information using the computerised reservations system � Create and process communications for external consumption Slide 70

Print reports Importance of reports � What reports are printed? � What information does it contain? � Who needs this information? Slide 71

Print reports Purpose of reports Reports can be used: � For the purposes of comparing cost from various product suppliers � Determining usage rates for various product suppliers � To help negotiate rates � To determine the currency of information held in the system Slide 72

Print reports Categories of reports Depending on the system being used, it is possible that available reports may include: � Accounting reports � Sales reports � Reservation reports Slide 73

Print reports Examples of common reports � Expected arrivals � Reservation � Property forecast � Total booking activity � Stay activity � Monthly booking activity summary Slide 74

Print reports Examples of common reports � Daily booking activity summary � Property detail - room and rate information � Agent activity � Automatic allotment release � Delivery queue purge Slide 75

Print reports Examples of common reports � Guest folios/accounts � Account balance � Future summary period statement � Guest details � Guest revisits Slide 76

Print reports Examples of common reports � Occupancy reports � Corporate reports/business reports � Marketing reports � Forward reports/future projections � Mailing list � Guest requests Slide 77

Create internal communications Purpose of internal communications Internal communications may relate to: � Providing designated information, data and statistics to other nominated staff who are linked to the system � Providing system update information to other departments within the enterprise to allow them to plan for changing booking levels Slide 78

Create internal communications Purpose of internal communications � Ensuring only designated material is available and accessed � Ensuring currency and accuracy of material � Requiring confirmation of data sent to others Slide 79

Create internal communications Types of internal communications The possible list of things that may need to passed on to other departments is endless, but traditionally they can be seen to be classified as: � Special requests � Timing details � Special needs � Payment arrangements � Entertainment � Information relating to individual customers Slide 80

Create internal communications Communicating details to appropriate departments and colleagues What information do the following departments need in relation to reservations � Housekeeping � Food and beverage � Front office � Sales and marketing � Car parking � Valet Slide 81

Create internal communications Types of internally used generic reports � Arrivals report � Departures report � No show report � Room status report � Special requests report � Occupancy forecast report � Average room rates report Slide 82

Create internal communications Types of internally used generic reports � Multiple or double room occupancy report � Guest list by name report � Guest list by room report � Travel agents’ commission report � Special packages report � Market segment report � Rooms out of order report Slide 83

Create internal communications Types of internally used generic reports � Daily room revenue summary report � Daily revenue summary report � Weekly trading summary report � Monthly trading summary � Year-to-date report � In-house activity report Slide 84

Responding to external requests Besides preparing information for internal purposes, a hospitality or tourism establishment may also prepare and present property information for the advice and consumption of external people such as: � Businesses � Suppliers � Individuals Slide 85

Responding to external requests Types of external communication or requests received Types of communication or requests received by external persons include: � Booking requests � Confirmed bookings � Mail or emails seeking more information or clarification of product knowledge Slide 86

Responding to external requests Product knowledge information � Room rates � Room types � In-room facilities � Room aspect � Smoking Slide 87

Responding to external requests Product knowledge information � Disabled rooms � Establishment facilities � In-house attractions � Local attractions and major events � Physical location of the property Slide 88

Responding to external requests Interpreting communications Whilst the majority of communications will be relatively simple to interpret and understand will be some that present problems or challenges such as: � Information, advice or communications that arrives in a foreign language � Rate queries, currency differences and money-related issues � Requests for interpretation, explanation and applications of industry terminology that others are not familiar with � Information provided in coded or abbreviated format Slide 89

Responding to external requests Responses and actions to requests There a number of responses or actions that are appropriate for dealing with requests or information received by external people. In the case of a travel company this can include: � Providing destination and specific product information and advice � Accessing and interpreting product information � Booking hotel rooms � Selling tourism products to the customer Slide 90

Responding to external requests Responses and actions to requests � Preparing quotations � Constructing airfares � Booking and coordinating a supplier service for the customer � Issuing customer travel documentation � Issuing crew documentation � Issuing air ticket Slide 91

Responding to external requests Responses and actions to requests � Organising functions � Processing and monitoring meeting or event registrations � Purchasing promotional products � Hiring special equipment Slide 92

Communications for external consumption Information for external consumption Besides handling external requests, reservation staff will also need to produce communications that are used by a wide range of external persons: � What are examples? Slide 93

Communications for external consumption Processing information for external consumption Primarily, the processing of communications which is to be used by external businesses and individuals involves: � Responding to system-related queries � Accepting, confirming, denying, amending or following-up reservations � Forwarding sub-menu bookings � Translating communications from/into other languages � Converting currencies � Integrating updates from suppliers Slide 94

Communications for external consumption Processing information for external consumption � Negotiating new deals based on new information or emerging trends for listing � Adding distribution channels to the CRS network � Generating invoices, accounts, folios and statements and distributing them as required � Generating and distributing relevant reports to other system users, affiliates, partners or related businesses Slide 95