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Chapter 5. Basic Reservation Activities

Chapter 5. Basic Reservation Activities. Guest Cycle. Name four phases of the guest cycle?. Reservation inquiry Determination of room availability Accepting or denying reservation request Creation of the reservation record Confirmation of the reservation

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Chapter 5. Basic Reservation Activities

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  1. Chapter 5. Basic Reservation Activities

  2. Guest Cycle • Name four phases of the guest cycle?

  3. 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 Reservation Process Steps

  4. 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. • Guest must be informed of the conditions. • Hotel ensures room availability. • Guest will arrive on specified day.

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

  6. Types of Reservations Which type of reservation is preferred by the hotels – guaranteed or non-guaranteed? What about the guests? Guaranteed reservationshelp to minimizeno-shows and loss in revenue.

  7. Reservation Inquiries Property Direct Reservation Systems Property reservation department Telephone Fax Mail/ e-mail Property Web Site Property to Property

  8. 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)

  9. Example1 Property Direct Reservation System

  10. Example2 Marriott CRS

  11. Example3 IDS: Fare Aggregator

  12. Greet the caller Identify the caller’s needs Reservation Call Steps 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

  13. 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. • Unexpected (system break, etc.) • Intentional

  14. Denying Reservations Hotels deny reservations to guests when: • No specific accommodation available • Hotel fully booked • Blacklisted guest Check course book pp. 72-73 what to do in each specific case.

  15. Reservation Confirmation Booking confirmations can be: • Manual • Computerised Booking confirmations usually have unique number. See Booking.com handout as an example.

  16. Reservation Reports • Expected Arrivals and Departure Lists • Room Availability Report • Group Status Report • Special Arrivals List • Turn-away (Regrets and Denials) Report • Revenue Forecast Report

  17. Room Availability Forecast

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