Front Office Lesson 5: Receiving and Processing Reservation Request

PROCESSING RESERVATION
Reservation is one of the most vital processes in the front office reliable for future hotel
revenues and profit. Receiving the reservation request properly and ensuring to the guests
that they will get their accommodations on their expected date is the easiest way for the
hotel to avoid customer complaints and increase satisfaction.
As a future front office staff, you should understand the basics of reservation, types of
reservation, and the modes of payment which will be discussed in the next topics of this
lesson.

 Reservation is a booking or request for some time in the future.

 Reservation is the process of booking rooms before the arrival of the guests to
ensure their availability at the time the guests check in.
 Reservation involves matching a guest’s precise request for a room at a price with
room availability, recording such requests and confirming the reservation.
MODES OF PAYMENT
Record settlement relies upon successful front office strategy for deciding a guest's
technique for payment at the time of registration. This helps speed the registration
procedure since front desk representatives can acquire credit card approval or direct
charging approval before the guest checks- out at the front desk. For the most part, it is best
to settle a guest's record while the guest is still in the hotel. Methods by which a guest can
settle a record include: cash, personal check, credit card, direct billing, or a combination of
these methods
1. Cash - A cash payment in full at check-out brings a guest account balance to zero.
The front desk agent marks the folio “Paid.”. Some hotels apply a cash policy,
limiting the guest to charging back to their room privileges.
2. Credit Cards - The front desk agent uses a credit card imprinter to fill out portions
of a credit card voucher.
3. Check - Front desk agent should require proper identification before accepting
this method of settlement and in most cases the front office manager must
approve this mode of payment. Usually, several weeks before the guest’s arrival,
the guest will register with the hotel and fill out a credit registration form. Few
hotels won't acknowledge personal checks as there is next to no security with
this type of payment.
4. Company Charge - An agreement between the company and the establishment
that allows certain staff to charge back the costs and expenses to the company.
The company has a registered account with the establishment after completing a
credit application that needs director's guarantee plus trade and bank reference
checks.
5. Travel Agent Vouchers - Travelers pay the travel agent in advance for their
transportation and room charges and the travel agent guarantees the client’s
reservation.
6. Advance Deposit - Requires the guest to pay the hotel a specified amount of
money before arrival.
Reservations can be received by an establishment in many ways depending on where they
are, what they are offering and what technologies they have available. Below are the
sources of reservation:
 Over the telephone – customers dial the establishment directly
 In person – the customer comes into the establishment and communicates directly
with the staff.
 Mail – in some countries today this is almost an extinct form for making a
reservation
 Email – through an email address
 Facsimile (fax) – this is another form of communication being replaced by
technology.
 Internet – online bookings via a website.
 Third party reservations – using a reservation company to make a booking for you
e.g. Agoda, Booking.com, Tripadvisor, Traveloka.
 Central reservation service – a central reservation service that controls reservations
for several venues.
 Same chain referral – a reservation referred from another establishment belonging
to the same group.
  Other venues – some Airlines will book accommodation for guests. If one hotel is
fully booked, they might make a reservation at another hotel. Travel agents book
theater or concert tickets.

HANDLING RESERVATION
1. Greet the client and offer assistance.
2. Once request for reservation is received, find out from the inquiring party and dates
and type of room required. Then the front office staff checks if there is available
room corresponding type preferred. This can be checked from the room availability
chart or room status rack where reservation slips are clipped. Establish a code to
indicate the status of reservations in the rack:
Example:
 KK or C – room reservation is confirmed
 T – Tentative booking
 UC – unable to confirm
3. Inform the guest if a room is available. If the room type requested is not available,
offer alternative room depending on what is available.
4. Use up-selling techniques.
5. Once room availability is confirmed, get details to include the information outlined
below. These details are written on a reservation card. All pertinent information
regarding the reservation is indicated in the room reservation card to include:
 Name/s of incoming guest
 Number of persons arriving
 Arrival date and time
 Information/ Time of Arrival (The name of airline, numerical designation of the
carrier and the place of origin must be taken whenever available. The time of
arrival in the hotel is taken in case the guest is arriving via another mode of
transportation.)
 Departure Date
 Numbers of nights/days the guest will be staying in the hotel (Ex. Arrival-May 10,
11, 12, 13 14, - 5 nights)
 The number (quantity), type of room and type of bed required
 Room rate - The client must be informed of the room rate being reserved. (Billing
Arrangement – Specific arrangements as to the manner of the bill settlement
must be indicated.)
6. Reservation Confirmation - make sure to clarify to the guest all important details of
his/her reservation.
7. 6:00 pm Policy - Remind the guest on the establishment’s 6:00 pm policy. The hotel
will only hold a room reservation until a stated reservation cancellation hour (usually
6:00 p.m.) on the day of guest’s arrival. This reservation does not ensure that the
hotel will receive payment for the room. In short, the room will be added to the list
of available rooms.
8. Offer again assistance and make a warm farewell.
RECORDING DETAILS OF RESERVATION
1. Accurately complete the customer details and record it in the system. Customer
details are:
 Type of guest:
o Group
o Individual
o Corporate
o Government agencies
o VIP’s
o Conference delegates
 Customer profiles:
o Full name of guest and title/company name.
o Address
o Phone, email and other contact details.
 Number of guests
 Date and time - arrival and departure.
 Type of room and room rate per day:
o Standard
o Deluxe
o Suite
o Penthouse
 Method of payment:
o Cash
o Credit card
o Voucher
o Special request
 Confirmation number
 Date and name of staff taking reservation.
2. In making reservation make sure to check the guest profile or history profile, if
available. This will provide the details on how many times the customer visited the
hotel. This is a good reference in granting special discounts or reward points to use
as payment. Sources of guest profile are:
 Manually
 Electronically
3. Clearly record guest special requests. Special requests may include:
 Baby crib
 Welcome streamer and bouquet
 Wake-up call
 Non-smoking room  Halal food
 Butler service
 Tour guide

4. Complete, explain and confirm the reservation details to the guest.

5. File the reservation.
6. Prepare and issue documents and other materials to the guest.
UPDATING RESERVATIONS
Sometimes, guests want to make changes to their reservation and reservation can change
for many reasons including:
o Changing length of stay or dates.
o Altering a flight or travel details.
o Changing times and customer numbers.
o Updating customer contact.
o Altering billing details or making a payment
o Changing or adding special requests.

A. PROCESS TO CHANGE OR CANCEL RESERVATION

1. Locate and check original reservation - This can be done manually and
electronically. If using a reservation system make sure to input the correct guest
name. Remember, computers can’t read. Computers simply match the name it
receives.
2. Verify and confirm original information - the best way to do this is to ask the guest.
Ex: “Is this Mr. Wiseman from Sydney Australia?”
3. Identify required changes - This may involve discussing with the guest what they
want - why they need to change.
4. Check availability and/or make cancellation - need to check availability for new
dates and room types that are available.
5. Confirm changes or offer alternatives - always try to offer alternatives rather than
lose a sale.
6. Quote change of rate or customer details. Changes may incur extra costs - let the
customer know.
B. CANCELLATION OF RESERVATION
If the guest cancels a booking, the reservation is crossed or erased in the reservations chart.
When a computerized system is in use, a cancellation may continue to be displayed on the
screen but be clearly marked as cancelled. In the reservations card, a space below the card
is provided for entering amendments or cancellations. The reservations clerk shall write on
this space detail of any cancellation.

If a client cancels a reservation, the hotels reserve the right to claim the following sums;
unless a booking is obtained for the same dates from a third party on no less favorable
terms. The examples below are the common practices of some establishments when it
comes to cancellation of reservation:
o If cancelled more than 6 six days prior – no charge.
o If cancelled within 6 weeks of the date – 50% of the total sums’ payable is
due.
o If cancelled within 3 weeks of the date – 75% of the total sums’ payable is
due.
o If cancelled within 1 week of the date – all payment is due. In all instances,
notification of cancellation must be made in writing and will be effective on
the date received by the hotel.
C. PROCESSING RESERVATION REQUEST
When there are changes in the reservations already confirmed, the front office staff shall:
1. Mark the reservation card/form with the new information. Only one slash or line
in the old arrival date and or number of nights is necessary. It is helpful if the old
information is readable.
2. The guest’s name, new arrival date and amounts of room nights are entered in
the usual places in the reservation rack. The telephone number of the person
making the changes in the reservation should be obtained as usual.
3. In case of a change in expected time of arrival (ETA), the reservation card id filled
under the new ETA.
4. Before allowing changes in the date of bookings, the attending clerk must first
check room availability to avoid double bookings.