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CHAPTER 4: HOTEL

RESERVATION
Handling Initial Enquiries
Receive & Record Reservation Request
To Record the Reservation Manually
Reservation?
• Booking or reserving of a bedroom for accommodation by
a guest.
• Usually involves arrangement such as a particular type of
guestroom being reserved for a particular person, for
certain period of time.
Anatomy of Reservation
Receive reservation Inquiries

Determine room availability

Deny request Accept request

Documenting reservation details

Confirm reservation – issue confirmation number

Reconfirm Modify Cancel

File reservation records

Guest check in
RESERVATION CAN BE
COMPLETED BY FOLLOWING
7 STEPS BELOW:
Reservation Procedures Reservation Activity
1. Receive reservation inquiry Obtain essential information in order to
check availability of room.
2. Determine the room availability Check reservation charts or computerized
system.
3. Accept or deny request for If the room is available, accept the
reservation reservation or booking.
If the hotel is fully booked, offer
alternatives. If the guest backlisted, deny
the booking.
4. Document reservation details Complete reservation form, diary or
computer system
5. Confirm the reservation Send written confirmation
6. Maintain/file reservation record File the reservation and record any
changes made.
7. Compile reservation reports Daily report – arrival & departure
Weekly report – forecast reservation
Monthly report – reservation from different
sources.
1. RECEIVE RESERVATION INQUIRIES
In person - People come to the hotel (walk in).
- Face to face enquiries.

In writing - People send and written request for booking


the hotel.
- Sending mail by mail, fax and email.
By telephone - People make enquiries by telephone directly to
the hotel to make booking.
- Fast, convenience and cost effective.

Online - People make booking through hotel website or


recognized third party booking agents.
- Agoda, Booking.com, AsiaRoom
Handling Advance Reservation
• Reservation constitute a “promise” to the guests; that the
room they have booked will be available when agreed, on
the terms agreed and with special requirements catered
for.
• A mishandled reservation may lead to dissatisfaction and
complaint.
Reservation Form
• Record the information about booking enquiry, setting out
the prospective guest’s needs and contact details and on
going record of the progress of the handling of the
request.
• In manual system, a complete reservation form become
the top sheet of on-going guest file, in which will be
placed correspondence, registration document and
others.
• It allows quick reference to what has been agreed with the
guest, to prepare for their arrival at the hotel.
• If hotel use computerized reservation system, the details
can be input immediately into an on screen electronic
reservation system reservation form.
• Example:
2. DETERMINE THE ROOM
AVAILABILITY
• The next step is to check the availability of room on the
dates requested by prospective guest.
• Availability information should be readily visible, using
various diary, chart or computerized reservation record –
easy to see at glance the rooms that available.
3. ACCEPT OR DENY REQUEST FOR
RESERVATION
• If a suitable room is available on the dates requested,
reservationist may offer it to the enquirer, quoting any
rates and conditions.
• If the enquirer accepts, the booking can be logged and
confirmed.
• If a suitable room is not available on the dates
requested, a number of different option may be available:
1. The enquirer may be offered a different room types for
the same dates.
2. The enquirer may be asked whether he/she flexible on
dates, stating the dates on which the requested room
type are available.
• Once a prospective guest has accepted the offer,
confirmed reservation can be made and recorded.
Room Availability Record
• 3 basic manual system;
1) Bedroom book or reservation journal (very small hotels)
2) Conventional chart (small to medium-sized hotels)
3) Density chart (medium to large hotels)
Conventional Chart - Show each room in the hotel
individually.
- The room type is noted next to the
room number.
- Used in small hotel.

Density Chart - Used in large hotel.


- Rooms are classified into groups of
a similar type and no allocation of
specific room is made till the guest
arrives.
- Much more visual.

Stop-go (space availability) Chart - Summaries the information on the


main chart in visual form.
- Indicate whether particular room
type is available, fully booked or
close to fully booked for a given
night.
Planned Overbooking
Definition

Hotel accepting reservation than


there are room available by
forecasting the number of no-
shows reservation, stay overs,
under stays, and walk-ins with
the goal of attaining 100%
occupancy.
Purpose
1. To overcome the problem of “No-Shows” and late
cancellations.
2. To assist the hotel obtaining maximum occupancy.
3. To compensate for early departure, last minutes
cancellation and non arrival.
Procedures of Handling Overbooking
• Overbooking can be forecasted through NIGHT AUDIT
REPORT.
• Must perform FARM OUT in case all guest showed up.
• A good communication is required between reservation
and FO personnel as well as Sales Department.
• The greater the information available to the FOM the
more accurate the overbooking can be forecasted.
Advantages Disadvantages

• Minimise financial losses • May not be reliable and


from cancellations, no show cause double booking
and under stays. (Based on past statistical
• Minimise unnecessary trend.)
refusal, which may send
• Double booking and
prospective guest to
competitors.
relocation may alienate
guest which cause losing
• Based on past statistical
the opportunity of lifetime
trend; should not result in
excessive double booking. revenue.
• Plan relocation, in the event • Double booking cause
of double booking, helping in unpleasant and stressful
“juggle” booking for better conflict for FO staff.
yield management.
4. DOCUMENT RESERVATION
DETAILS
• Booking can be done by;
1) Computerized system – PMS System
2) Manually – Booking diaries
Computerized System
• Widely used in the hotel (PMS System).
• Many software packages available for reservation –
generally linked to a suite of other functions including
room availability record, check-in and check-out system,
billing and payment systems, guest database system and
all sort of other process, record and report.
Manually
• Hotel booking diary – record of expected
arrivals due to stay at the hotel on each
day of the year.
• Variety of booking diaries:
5. CONFIRM THE RESERVATION
• Hotel send a letter of confirmation to people who make
reservation.
• This serves a number of purpose (confirmation
number).
• Confirmation number can be an evidence of the contract
between hotel and guest.
• All reservation system will print a confirmation if required.
• Confirmation letter are particularly useful if there are
details that guest need to be aware:
1. Deposit request
2. Cancellation period
3. Arrival time and release time
Reservation Required for Reservation
• Name of guest
• Arrival date
• Number of nights Guest
• Types of room
• Number of room
• ETA
• Price
Hotel
• Condition
Types of Reservation
• Guaranteed Reservation
– guest will guarantee to pay for the room even it is not
used. In return, the hotel promises to hold the room till the
check out time of the day od date of departure.
• Non-guaranteed Reservation
– the hotel will hold the room till the stated cancellation time
(6 pm). If the guest does not show up, the room will be
release for sales to other guests.
• Confirmed Reservation
– made through writing of confirmation letter. Enough time
to verify reservation by mailing guest a confirmation letter.
Usually reservation have been made earlier (3-6 months).
Various way booking can be guaranteed:
Pre-payment The guest pays for the room charge
in advance.
Partial pre- Hotels ask for the deposit of one
payment or night’s payment for each room
deposit reserved.

Credit card These are generally guaranteed


booking
Special agreement A company client or airline may pay
for rooms to be “held” for its use,
regardless of whether or not the
rooms are actually taken up.
Cancellation
• Cancellation period – 36 hours before arrival date.
• If the guest cancel the booking at short notice, the deposit
that have been made will be deducted or penalty.
6&7. FILING AND COMPILING THE
RESERVATION
• The various booking are kept in arrival date order and
brought forward to the front desk for each day’s arrival.
Letters, memos, reservation forms or tour operator’s list
must also be filed according for quick access.
CHAPTER 5: HOTEL
RESERVATION 2
Sources f Reservation
Reservation Methods
Room Terminologies
Packages and Rates
SOURCES OF RESERVATION
• Corporate clients
• Group traveller
• Pleasure traveller
• Current guest
RESERVATION METHODS
• Telephone
• Fax
• Email
• Intermediary (Tour Operator, Travel Agent, Hotel Booking Agents)
• Electronic Booking Systems (Central Reservation System, GDS, Internet)
• Personal
Telephone
• Quick
• Easily accessible
• Interactive
• Most common booking form in many hotels.
• Number of information that potential guest can obtain
immediately; if room is available, if the price is
satisfactory, the facilities offered.
• Telephone reservations are requested to confirm the
booking.
Fax
• Submitting reservation request in writing and fax it to the
hotel’s fax machine.
• Fewer opportunities for misunderstanding.
• Advantage – message can still be sent even though there
is no one is on duty at the other end.
• International clientele easily reach hotel without having to
check the time zone.
• The hotel can in turn fax back a confirmation at any time it
wishes.
E-mail
• The guest state to the hotel their accommodation
requirements and length of stay by sending email to the
hotel.
• Advantage – the guest can still send their reservation at
any time of the day and even though there is no one on
duty at the other end, the reservation still is received and
process accordingly.
• Confirmation for these types of booking is usually done
via email where reservationist sends out an email to the
guest and acknowledges that the booking has been
received and processed.
Intermediary
Tour operator
• Purchase the different components that make up the
travel package (accommodation, transportation, meals
and entrance to attraction.)
• Enjoy discount – buy in bulk.
Travel Agents
• Make the booking for the guest and send conformation to
the hotel. This booking might be part of the whole series
of hotel reservation and travel arrangement that the
agents has made for a guest.
• Take prepayment from the guest and issue the guest with
voucher that can be used at the hotel.
• Commission collected from the hotel.
Hotel Booking Agents
• Often have offices at major rail and air terminal and
handle booking for incoming passengers who do not have
hotel reservations.
• They deal with hotel reservation and guest contact the
booking agents who make reservation with the hotel and
send the confirmation both to the hotel and guest.
• Commission collected from the hotel.
Electronic Booking System
Central Reservation System
• Large chain hotel operate own central reservation
systems.
• Linked to the call center which handle central reservation
for all properties.
• Interfaces with various GDS and travel websites.
Global distribution system (GDS)
• Amedeus, Galileo, Sabre and Worldspan.
• Capable for booking (airlines, hotel, transportation,
cruises etc.)
• Hotel need to register to access to these system.
Internet access
• Referred to online booking.
• Booking via electronic method.
• Guest can log on to variety of websites to make a
reservation.
• Might directly to the hotel’s website, CRS or
intermediaries websites.
Personal
• Direct face to face contact between the customer and the
receptionist.
• Return booking frequently made in this
way.
• Receptionist may utilise some sales techniques to
increase to expenditure of the potential guest.
Class Activity
• Find a partner.
• Prepare a reservation phone conversation.
• Role it in the class
ROOM TERMINOLOGIES
• Types of Beds
• Types of Rooms
• Categories of Rooms
• Types of Room Locations
Types of Beds
Types Of Bed Description
Single Single bed designed for one person
Twin/Super-Twin Design to one person and usually slightly wider than a
single bed.
Double Designed to accommodate two person

Queen Larger double bed. Accommodate two persons.

King Larger than double bed. Accommodate two person.

Rollaway/Extra Bed Portable bed. Bed can be removed from room or stored
in wardrobe or under the bed.

Sofa Bed/Hideaway Convertible sofa.


Murphy/Closet bed Bed that fold into wall or closet.
Baby cot Small bed for baby.
Types of Rooms
Types of Rooms Description
Single room Designed primarily for one person with bed intended to
one person.
Double Room Designed for two person. Room can have twin bed,
double, queen or king.
Twin Room Two twin bed.
Studio Room Bed that serves as a sofa during the day.
Sample Room Room used for display.
Room for handicapped Designed special features for the handicapped guest.
Suite Larger room with a living area separated from the bed
room.
Duplex Suite Two storey suite with connecting stairways.
Categories of Rooms
Categories of Rooms Description
Standard Room with only the basic amenities or the room size
can be smaller in scale.
Superior Have all basic amenities of a standard room with
some other additional amenities or better view.
Deluxe Offers amenities superior room provided plus other
amenities such as bathrobes, branded toiletries, butler
service and finer room décor.
Executive/Club Floor Cater to business executive. Located on a separate
floor which provide a separate check in desk, meeting
room etc.
Suites Room usually much larger than standard room.
Furnishing is exotic and expensive.
Types of Room Location
Types of Room Location Description
Connecting Rooms Room next to each other with direct or
private access through a connecting door.
Adjoining Rooms Room next to each other but does not
connect through a private door.
Adjacent Rooms Room that are close to each other such as
across the corridor.
Inside Rooms Guest room that faces an inner part of the
building.
Outside Rooms Guest room that faces outer part of the
building.
Corner Room Guest room located at the corner of
the building.
Cabana Room/Villa Room on the beach separated from
the main building.
Siberia Room Undesirable room. Room sold only
when no more are available.
Near or Away from Elevator Room situated near or away from
elevator.
Low or High Floor Room located either on the lower or
the higher floors of the hotel.
PACKAGES AND RATES
• Rack/Published Rates • Package Plan Rates
• Corporate Rates • Discounted Rates
• Commercial Rates • Family Plan Rates
• Contracted Rates • Day Use Rates
• Group Rates • Complementary Rates
• Monthly Rates
Rack/Published Rates
• Usually quoted to walk in guest.
• Highest rates charged by hotel.
• Standard rate for the room – no meals, discount &
reduction.
Corporate Rates
• Special rates offered to regular business clients.
• Given to encourage repeat business/stay.
• Re-negotiated periodically based on volume of business.
Commercial Rates
• Usually discounted rates extended to business
people.
• Encourage them to stay at the hotel.
• May not be as attractive as corporate rates.
Contracted Rates
• Special rates negotiated between the hotel and
airlines and travel agents for airlines crew, packages
and group guests.
• Agreed upon only if companies are able to generate a
specified number of room nights over period of time.
• Review periodically.
Group Rates
• Special rates given because of large number of rooms
reserved in a block.
Monthly Rates
• Quoted for guests who stay for a month or more.
• Important to state the special rate will be honoured
provided the guest stayed a minimum number of nights.
• Long term rates.
Package Plan Rates
• Rate that include other hotel products and services in
addition to the guestroom.
• Introduced by the hotels during full period to increase
demand for guest room.
Package Plan What is UK Terminology
included?
European Plan Accommodation Room only
only
Continental Plan Accommodation Room and
(CP) and continental breakfast
breakfast
American Plan Accommodation Full Board
(AP) and all three meal.
Referred as Bed
and Board
Modified American Accommodation, Half Board
Plan (MAP) breakfast and
other meals
Discounted Rates
• Given to attract guests to the hotel.
• Lower rate offered during promotional period.
• Does not applicable during high season.
Family Plan Rates
• Designed to attract families.
• Do not charged for children under certain age staying
in a room with parents.
Day Use Rates
• Quoted when the room is used for only three or four hours
of the day and not overnight.
• Hotel distinguish between day use and half day rate.
• Day use – guest check in and check out on the same
day, without staying overnight.
• Half day – a due out guest would like to stay beyond the
hotels check out hour, but not for another night (late
check out).
Complimentary (Comp.) Rates
• A guest room which is not accorded a room rates.
• Given at the discretion of management goodwill or to
solicit business.

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