MODULE 3 RECEIVE AND PROCESS

RESERVATIONS

This Module deals with the knowledge,

skills and attitude required to receive
and process reservations a range of
settings within the hotel and travel
industries workplace context
 Reservation
• is a booking or request for some time in the future. It
involves obtaining all the necessary information
needed to satisfy this request.
• It is the act of accepting advance booking of rooms
maybe either individual or groups with arranged or
conditions of both parties held for future use in a
specified date and time of arrival.
•CRS- Central Reservation System- Computerized
system that stores and distributes information
of a hotel, resort or other lodging facilities.
• A central Reservation system is a tool to reach the
global distribution system as well as internet
distribution systems from one single system. A CRS
assists hotel managers in managing their online
marketing and sales, allowing them to upload their
rates and availabilities to be seen by sales channels
that are using CRS. Sales channels may include
conventional travel agencies as well as online travel
agencies.
• The most important outcome of the reservation process is having the
guestroom ready and waiting when the guest arrives. To achieve
these outcomes, the hotel must have efficient reservation procedures
in place.
• Reservation Process Activities
• Conduct reservation inquiry
• Determine room and rate availability
• Ability to offer alternatives when the requested booking is not
available
• Provide information on the costs and product features
• Create reservation record or record the details and requirement of
persons making the reservations.
• Record the acceptable method of payment
• Provide confirmation of reservation record and details
• Maintain reservation record
• Produce reservation reports
• Research, plan, and monitor reservations
 The two types of the Reservation System

• A Manual Reservation system- Determines availability using manual

chart calendars, booking sheets, diary, forecast boards or room rack.
Forms will be used for recording reservation customer details. A
suitable filing system is required to store all this manual information
and physical space required in the office to be able to access all this
data.
• A Computerized System- provides up to date “real time” information
on availability at the push of a button. Computerized system may
have a history of any guest who has used the establishment
previously. Payment is automatically recorded. Printouts provide
confirmation details to the customers and report information to
management.
 TYPES OF BOOKINGS
• Accomodation suppliers
• Aircraft
• Cruise Ships
• Coaches or buses
• Limousines ( Rental cars/vans)
• Day- extended tours
• Dining and meal reservation
• Entertainment
• Tourist attractions
• Events
Ways in which Reservation may be received
 Letter or mail  Email or internet
 Facsmile (fax)  Over the telephone call
 In person  Travel Agency
 Airport Desk  Call centers
 Global distribution  Via Central reservation or
system booking Service
 Third Party reservations  Same chain referral
 Other venues
 Receive Reservation Request
• The process of making a reservation is to be able to
know you are able to accommodate the guest with
what they require.When greeting a customer over the
phone your establishment will have a specific greeting
they will prefer you to use. This greeting must sound
friendly and approachable, be polite and let them
know where they have been put through to.It is also
advisable to give your name to the potential customer.
• Example of greetings are:
• “Good Morning. Reservations, this is Marifel speaking, how
may I help you?”
• Below illustrates the various events that occur when a
reservation is received. The reservation is initiated by a
propective guest, travel agent, or other contacts the
reservation office. The request may be received by
telephone, mail, fax ,telefax or internet,
 Reservation Details-
• The information needed to process a reservation will vary
depending the type of booking made. The following
information of potential customer:
• Required dates
• The number required
• Number of guests
• Number of rooms
• Required type/s of room
 •Overbooking- means is a common
practice in hotels when they accept
more reservations for rooms than they
have rooms available.
 Respond to Questions Asked by Customer

• Know your product

• Costs relating to your products
• Know the features and benefits of all your products
• Be able to differentiate between various options that are available
and explain this to your potential customers
• Put customers in contact with relevant internal specialists where they
are available
• Research answers to potential questions you might receive from
customers
• Generate a product knowledge
 RECORD DETAILS OF RESERVATION

• There are fields of information required when entering reservations

into any system.
• For example, in the case of a hotel reservation, the following
information will be required:
1. Arrival date
2. Departure date
3. Name of the Guest
4. Title of the Guest
5. Type of room the guest requires
6. Time of arrival estimated time of arrival known as
“ETA”
7. Number of adults and Children
8. Rate Code
9. Market Segment
10. Address
11. Contact Details
12. Passport number, date and place issue
13. Method of Payment
14. Comments/special requests
15. Confirmation Number
16. Date and taken by
PHONETIC ALPHABET
•RELEVANT RESERVATION ISSUES
•Arrival and departure times
•Transfer of information
•Payment
 Refunds and Exchange policies

Make sure you are familiar with the details of

the practice of refunds or exchange policies
at your establishment. It is the responsibility
of the establishment to make sure the
customer is aware of the policies.
 Accepting of payment Reservation
 Method of payments:

 Cash

 Credit cards

 Cheques

 Company charge

 Travel agent vouchers

 Advanced deposits
 FILE RESERVATION

• Processing a range of office documents and maintaining a

document filing system requires expertise in clerical and
administrative duties
• Filing and arranging documents
• Filing is the process of storing and arranging documents
according to particular classification.
 Five Categories:
1. Alphabetically
2. Numerically
3. Geographically
4. By Subject
5. Chronologically
 UPDATE RESERVATIONS
Change Reservations
• Reservations can change for many reason such as:
• Changing length of stay or dates
• Altering a flight or travel details
• Changing times and customer numbers
• Updating customer contact
• Altering billing details or making a payment
• Changing or adding special requests
Process to Follow to Change reservations

• Locate original reservation

• Verify original information
• Identify required changes
• Check availability and /or make cancellation
• Confirm changes or other alternatives
• Quote change of rate or customer details
• Follow-up on previous special requests that were made earlier
• Thank caller ( if possible)
 Cancel Reservations:
1. Process to follow to cancel a reservation:
2. Locate original location
3. Verify original information
4. Apply selling skills to avoid cancellation if possible
5. Discuss the cancellation charges (if applicable)
6. Process a refund(if applicable)
7. Cancel the reservation
8. Quote the cancellation number
9. Thank caller (if possible)
10. Follow-up waitlist and try to sell room to someone who is on the list
 FOLLOW-UP UNCONFIRMED RESERVATIONS

• Ways to follow up on unconfirmed reservations:

• Contact customers
• Solicit balance or balance of payment
• Advise the customer of the status of a reservation
• Make courtesy reminder calls Advise the customer of the enterprise
requirement for changes and cancellation fees.
 Advise others on Reservation details
• All departments need to be informed about general reservations
information.
• Front office, Concierge, Housekeeping, Maintenance/ Engineering,
Sales and Marketing, Accounting, Food & Beverage, Security,
Management
 Notify External Organizations in relation to reservations:

• Airlines
• Taxis, hire cars and bus operators
• Local shops and restaurants
• Tourist attractions
• Travel agents
• On- selling reservations
• operator