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