foo M1
It is defined as ‘blocking or
booking a particular room
type for a guest, for a
definite period, for a
particular guest’.
reservation
Types of
Reservation
Regular Reservation
Confirmed Reservation
Guaranteed Reservation
Refers to an agreement
that a hotel makes to hold
a room until the cut-off
date and time. If the guest
does not arrive by that time, the room may be
sold to another guest.
Regular
Reservation
Applies when terms of
reservation have been
verified. both the hotel and
reserving party agree on
the dates, rates and billing
arrangement
Confirmed
Reservation
In return, the guest sponsor
assures payment for the room using his/her credit card or
company account or by
making a pre-payment.
Guaranteed
Reservation
It is an arrangement that the
hotel makes to hold a room for
a guest until the guest arrives.
Guaranteed
Reservation
Sources of
Reservation
Letter
Email or internet
FAX
Telephone
Computer Terminals
6 Stages of
Reservation
process
in
Hotel Industry
* Identification of the
sources of business
* Communication with the Hotel
* Formulation of the
reservation request
* Reservation Acceptance
* Confirmation
Notification
* Modification and pre- arrival
activity:
Identification of the
sources of business:
Two major sources of business
* Free Independent Travelers
* Associated Travelers (Groups)
Communication with the Hotel
• Telephone
• Email
• Online or Website
• Social Media
• Communication links
Formulation of the
reservation request:
2 systems
Computerized Booking
and Reservations System
Property Management
System (PMS)
is simply a non-group affiliate seeking
overnight accommodations.
Regardless of whether a request is
made by an individual, a family, or a
collection of friends, a request may
still be termed as a FIT reservation if
it meets certain qualifications.
Free Independent Travelers
When meeting groups, convention
groups, and the like are seeking guest
room space in the hotel, these types of
requests are referred to as group
reservations.
Associated Travelers (Groups)
The reservation record is the
permanent file form used to store all the information pertinent to a
specific reservation or in current
era creating a computerized
reservation record in the hotel
management software or PMS
Formulation of the
reservation request
Large hotels now operate a
computerized booking and reservations system and no longer use
a Room Status Rack because all room
bookings, cancellations, amendments,
and changes in room status are
directly encoded in a computerized room status bulletin/file.
Computerized Booking
and Reservations System
The system then generates a room status report at any time, showing the updated
status of all rooms - out of order, reserved, vacant, occupied by whom, etc.
Computerized Booking
and Reservations System
This system captures, encodes and
stores data pertaining to Front Office
and Accounting transactions and
creates a data base which is used as
reference for marketing and day to
day transactions.
Property Management
System (PMS)
In formulating the reservation request, the three
most important factors are:
• The expected date of arrival and departure
• The designed room type
• The number of rooms needed using this information
An acceptance would lead the
receptionist into the confirmation phase,
while a denial or turn away could cause
a series of other options to be exercised
like for example recording the turn away reason etc..
Reservation Acceptance
A reservation can either be accepted or
denied or turned away based on the
availability of rooms in the day(s) in
question.
Reservation Acceptance
is sent to the booker
or guest by email, fax, SMS, social
media or online chat (Instant
messenger).
Confirmation
Notification
The acceptance of the reservation
is followed by a notification confirming the blocking of a room
or group of rooms.
Confirmation
Notification
The confirmation
establishes:
• A check on the entered reservation
request data and satisfaction of the
reservation request.
• An agreement of room rates.
• Agreement of method of
payment.
• A statement of the hotel’s
cancellation procedure.
Once the reservation has been accepted and confirmed many
changes to the reservation record can occur before the guest’s
arrival.
Modification and pre- arrival
activity:
Modification and pre- arrival
activity:
• in the arrival or departure dates
• number of rooms required
• adding pickup details
• reconfirmation
• updating deposit status
• number of pax and outright cancellations
Cancellation process
• Name
• Caller contact details.
• Reason for cancellation
• Cancellation reference number
• Date of Cancellation (Recorded
automatically by the hotel
software or enter manually)
• User or Reservation Agent Name
Who processed the cancellation
(Recorded automatically by the
hotel software or enter manually)
AMENDMENTS IN
RESERVATION
1 extension of stay
2. Early departure
3. Room Change
4. Early Arrivals
5. Walk-ins
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