RECEIVE & PROCESS

RESERVATION
HOTELS AND ACCOMMODATION
FACILITIES

Hotel
• Resort
 • Tourist Inn
• Apartel
 • Pension House
 • Motel
Categories of Hotels Based on
Philippine DOT Accreditation

A. De Luxe
B. First Class
C. Standard
D. Economy
 HOTEL GUEST ROOMS

A. According to Number d. Double-Double

and Type of Beds and e. Triple Room
Layout
f. Family Room
g. King Room
a. Single Room
h. Studio
b. Twin Room
i. Connecting Rooms
c. Double Room
 HOTEL GUEST ROOMS

B. According to Price and

Facilities and Amenities
a. Economy
b. Standard
c. Deluxe or Enhanced Room
d. Suite
Types of Hotel Suites

A. Junior/Mini Suite
B. Corner Suite
C. Penthouse Suite
D. Executive Suite
E. Hospitality/Presidential Suite
Room Rate Designations

• Rack rate
• Corporate rate Widely accepted as the transient target rate for most
hotels;
• Volume account rates Also called preferred rates
• Government rate
• Seasonal rates
 • Industry rate
• Advance purchase rates
Room Rate Designations

• Walk-in rate Rate

• Premium rates
• Half-day rates
• Package rates
Bundling
• Per person rate
THE ICAO PHONETIC ALPHABET

The International Civil Aviation Organization (ICAO) phonetic

alphabet is the most widely used radiotelephonic spelling
alphabet. Code words are assigned to the letters of the
English alphabet, so that critical combinations of letters and
numbers can be pronounced and understood by those who
exchange voice messages by radio or telephone regardless
of language barriers or the quality of the communication
channel
THE ICAO PHONETIC ALPHABET
 RECEIVE & PROCESS
RESERVATION

Hotel Reservation through Phone

Hotel Reservation through Phone

Here are some tips on how you will handle phone call

1. Answer all calls in a clear upbeat tone and within 3 rings.

2. Make sure you answer each call in the correct manner according to where
each call originates.
3. If you respond to a call but you can’t hear anything at all, repeat your
greetings 3 times and then apologize explaining that you can’t hear
anything. Ask the mystery caller to try calling back on a different line before
hanging up.
4. As a security measure remember to never give out a guest’s room number to
an outside caller or caller calling on a house phone. Put callers through and
leave it up to the guests themselves to inform callers of their room numbers.
Hotel Reservation through Phone

When answering calls ensure that your callers are aware of the
following:

1. That the correct outlet has been called (when appropriate)

2. That the correct property has been called(when
appropriate)
3. Who they are speaking to (when appropriate)
4. That you are professional in your approach
5. That you are willing to provide friendly service
Telephone Etiquette

1. Always identify yourself at the beginning of all calls.

a) When in the office, always answer a telephone by saying:
“Good Morning, Front Office Department, Daisy speaking. How may
I help you?”
b) From a cell phone, state your name, “Hello, Daisy here.” Do
not answer by using words such as “yeah” or “yes.”
c) When placing a call, always state your name along with the
name of the person you are calling.
Telephone Etiquette

2. Be sensitive to the tone of your voice. Do not sound overly anxious,

aggressive or pushy. It is important your tone conveys authority and
confidence. Do not lean back in your chair when speaking on the
telephone.

3. Think through exactly what you plan to say and discuss BEFORE
you place a call.
Tip: Jot down the items you want to discuss and questions you want
answered. In other words, anticipate and expect you will be placed into a
voicemail system; plan your message to be as direct and specific as
possible, asking the person to respond to specific alternatives or
questions.
Telephone Etiquette

4. Do not allow interruptions to occur during conversations. The person on

the telephone takes precedence over someone who happens to walk in your
office or passes by while you are on the phone.

Tip: If you must interrupt the conversation, say to the person, “Please excuse
me for a moment I’ll be right back.” And when you return, say, “Thank you
for holding.”

5. Especially when leaving messages, speak clearly and slowly. Do not use
broken phrases, slang or idioms. Always, always leave your return telephone
number as part of your message, including the area code . . . and S-L-O-W-L-
Y, including REPEATING your telephone number at the end of your message
Telephone Etiquette

6. Always speak into the telephone receiver with

an even and low tone of voice. Especially when
speaking on a cell phone out in public, be sure to
monitor how loud you may be.

7. Do not allow yourself to be distracted by

other activities while speaking on the telephone.
 Sample telephone verbiage for
taking reservations:

1. FO staff informs the caller that he/she will be processing the reservation.
Example: “This is room reservations, my name is (reservationist’s name) and I will be taking your reservations
(guest name)

2. FO Staff will then ask the following questions for record purposes.
a) Customer’s name
b) Date of arrival
c) Number of nights
d) Number of room required
e) Type of room and their respective rates
Example: “What type of room would you be needing Mr. Smith? We offer the Executive De Luxe room at
$300.00, while the Superior De Luxe room is at $400.00 rate.”
f) Company affiliation
Establishing Availability

Here are the steps to be undertaken by the Front Office in ensuring the availability of
hotel properties.
1. Check for Availability - Check availability using reservation system in your
property
2. Checking for availability may include inputting the following:
• Arrival Date
• Number of nights
• Number of adults
• Number of room
• Rate code
Establishing Availability

3. FO staff then advises the caller of the availability

Example verbiage:
“We do have an Executive De Luxe Room available on the 28th of August Mr. Smith for
$230 per room per night exclusive of service charge and taxes.”

4. FO staff will advise caller of the inclusions of the rate quoted

Example verbiage:
“The rate is inclusive of full buffet breakfast; pre-dinner cocktails; complimentary 5 pieces
of laundry every day, round-trip airport transfers, local calls, and the use of the facilities
like the gym, swimming pool and outdoor Jacuzzi.”
Establishing Availability

5. Multiple scenarios in availability:

o If the caller has no company affiliation but is a returning guest, check his
history in the system. Offer the same package if it is still valid but upsell to
higher room category.
Example: “Ms. Daisy, the package you availed on your last stay is still valid but
you are very fortunate because we have an available Superior Deluxe on
September 9 and this room is more spacious and has larger windows and a
fantastic view.”

o If the package is no longer available, offer existing package.

Example: “Ms. Daisy, the package you availed on your last stay is not valid
anymore. However, we are offering you another exciting package.”
Establishing Availability

o If the first rate offered is not acceptable to the caller, we should determine
their specific needs and or price threshold and negotiate a rate slightly above the
caller’s budget, ensuring there is availability and the rate sold is within the
guidelines of the Selling Strategy.

o If the room is not available:

 The FO staff must offer an alternative
 The FO staff must offer another room type, another day, or offer the
reservation to be waitlisted.

o If the room is available

 Reservation agent offers to make a reservation.
Property Management System

Property Management System (PMS) is a hotel

computer system that networks the software and
hardware used in reservation and registration
databases, point-of-sale systems, accounting
systems, and other office software. It is the
databank of collected revenue generating and non-
revenue generating activities of guest in the hotel.
Guaranteed and Non-Guaranteed
Reservations

There are two types of reservations done in the hotel; they are the
guaranteed reservations and the non-guaranteed reservations
(Education Institute American Hotel and Motel Association)
1. Guaranteed Reservations
Hotel accepts prepayment from the guest and holds the room
whether the guest arrives in the hotel or not.
2. Non-guaranteed Reservations
The hotel holds the room until a specified time. The hotel has an
option to sell the room to another guest after the release. This is to
ensure that opportunities are given to other guest who may want to
book in the hotel.
Forms of Settlement of Guest

1. Prepayment is payments made in advance through

mail; walk-in and other methods that guest can pay in
advance or prior to their stay.
2. Advance deposits are partial payments made by the
guest for his entire stay.
3. Credit Card is a pre-authorized payment enabling
the hotel to block a certain amount in the credit card to
be used as payment of guest. This can also be a direct
sale in the credit card.
Forms of Settlement of Guest

3. Send Bill arrangements, where all the bills are settled

by:

• Travel agencies makes the deposit as guest is a third

party in the agreement.
• Corporate accounts are arrangements between the
company and the hotel.
Room Rates

Some of special room rates offered in the hotel are:

1. Commercial rate or Corporate rate
2. Complimentary rate for business promotion
3. Group rate for predetermined number of affiliated group
4. Family rate for parents and children sharing the same
room
5. Day rate for less than an overnight stay
6. Package plan rate for guestroom sold in a package that
includes special events or activities.
Terms

• Overbooking
• Availability board
• Foreign Individual Tourist Traveller
• No Show
RECORD DETAILS OF
RESERVATION

Taking Reservation Details

Taking Reservation

General steps on how to use the guest history system

1. Access the guest history system on the computer when taking

reservations.
1.1 Ask the caller if he has previously stayed in your hotel.
1.2 If the caller is a returning guest, retrieve the guest history file in
the property’s computerized system.
1.3 Double check the guest record by asking the caller’s information
stated in his guest history
Taking Reservation

General steps on how to use the guest history system

2. Use guest history to personalize service
2.1 Mention the last room used by the caller.
2.2 Ask if the caller prefers his last arrangement. Otherwise
upsell and offer other rooms and features.
Taking Reservation

General steps on how to use the guest history system

3. Always exercise caution in using guest profile.

3.1 Do not give out all information about the caller.
3.2 Use the information to up sell
Processing Reservation Records

1. Input the reservation information on the reservation record.

1.1 Ask for and enter the guest’s last name, first name and middle initial.
1.2 If the guest has title, enter it in the system
1.3 Indicate the mailing address and contact number.
1.4 Ask if the caller is making the reservation for another person.
1.5 Ask for the contact number of the person who should be contacted for the
reservation
1.6 Ask for the arrival and departure date
1.7 Enter the number of people sharing the room
1.8 Confirm the room type, room rate and any special request
1.9 Enter the rate code
Processing Reservation Records

2. Guarantee the reservation

2.1 Ask the caller which credit card he would like to
guarantee the reservation.
2.2 Explain guaranteed or non-guaranteed reservation
2.3 Explain the cancellation policy of the hotel
Processing Reservation Records

3. Confirm and enter the method of the guarantee

3.1 Inform callers that their credit card or direct billing
account will be billed if they fail to show up during the
time of check in
3.2 Input in the system the reservation guarantee.
3.3 Enter the reservation is non-guaranteed so that the
system can release the reservation given the standard
time set by the property.
Processing Reservation Records

4. Repeat the details of the reservation

Repeat the reservation details to verify what is inputted
in the system

5. Give confirmation number

In a computerized reservation environment, this is
automatically generated by the system.
Processing Reservation Records

6. Enter the reservationist

Some hotels, there is a specific field in the reservation field that
reservationist input their names for proper trace.

7. Thank the guest

Do not hang up the phone first as the guest may have additional
requirements. Let the caller hang up the phone first.
Sample telephone verbiage for
taking reservations:

1. FO staff informs the caller that he/she will be doing the

reservation process of the caller.
2. FO Staff will then ask the following questions for record
purposes.
3. Customer’s name
4. Date of arrival
5. Number of nights
6. Number of room required
Sample telephone verbiage for
taking reservations:

7. Company affiliation • Scratch agent

8. Check for Availability • Rate code
9. Checking for availability may include
inputting
10. FO staff then advises the caller of the
• Arrival date / Departure date availability Example verbiage:
• Number of nights 11. FO staff will advise caller of the
inclusions of the rate quoted Example verbiage:
• Number of adults
“The rate is inclusive of full buffet breakfast;
• Number of rooms pre-dinner cocktails; complimentary 5 pieces of
• Type of rooms laundry every day, round-trip airport transfers,
local calls, and the use of the facilities like the
• Scratch name gym, swimming pool and outdoor Jacuzzi.”
• Scratch company
Sample telephone verbiage for
taking reservations:

12. Multiple scenarios in availability:

o If the caller has no company affiliation but is a returning
guest, check his history in the system. Offer the same package if it
is still valid but upsell to higher room category.
o If the package is no longer available, offer existing package.
o If the first rate offered is not acceptable to the caller, we
should determine their specific needs and or price threshold and
negotiate a rate slightly above the callers’ budget, ensuring there
is availability and the rate sold is within the guidelines of the
Selling Strategy.
Sample telephone verbiage for
taking reservations:

o If the room is not available:

• The FO staff must offer an alternative
• The FO staff must offer another room type, another day, or offer the
reservation to be waitlisted.
o If the room is available
• FO staff offers to make a reservation.
Sample verbiage:
“Would you like me to make a reservation for you Mr. Smith?”

Input caller’s details in the reservation system which includes the mode and process
of payment for product and services.
Sample telephone verbiage for
taking reservations:

13. Obtain other reservation details including:

o Smoking or non-smoking room
o Type of room
o Time of arrival
o Mode of payment
o If credit card, get number and expiration date
o If cash, advice the caller that a deposit of one night room charge is required. (rate of
room agreed upon by both parties) and, that if on the day of the arrival and no deposit has
been obtained, the reservation could be released after 4:00 PM.
o If guest does not want to give deposit
o Flight details and transportation requirements of the guest.
o Ask the caller if he/she would need anything else
Sample telephone verbiage for
taking reservations:

14. Recap the details of the reservation back to the

caller
Review the details of the reservation to the guest
including the confirmation number.
15. Offer to send a faxed confirmation letter to guest.
16. Close and thank the caller
ACTIVITY

 Create a reservation form wherein you can put all the

details that is needed when taking a telephone
reservation.
Update Reservation Request
TYPES OF RESERVATIONS

 Regular / Tentative
 Confirmed
Guaranteed
The Six o’clock Policy
AMENDMENTS IN RESERVATIONS

1. Before allowing changes, …CHECK ROOM AVAILABILTY

ON AFFECTED DATES
2. Retrieve RESERVATION FORM, mark applicable
change/s: Extended Stay – change: DEPARTURE DATE •
Early Departure – change: DEPARTURE DATE • Room
Change • Early Arrival – change: ARRIVAL DATE
3. Update entry in related charts or computerized system
CANCELLATION OF RESERVATIONS

1. Check if cancellation is still possible

2. Retrieve RESERVATION FORM, mark as
‘Cancelled’
3. Cross or erase entry in the Reservations Chart
as well as in the Daily Arrival List OR Update the
record as ‘cancelled’ in a computerized system
Process Reservations Changes and
Cancellations

1.Find out the guest name

2.Bring out the reservation in the computerized
system
3.Ask the guest on the changes of reservation
4.Effect the change
Process Reservations Changes and
Cancellations

5. Repeat the reservation changes to the guest.

6. Provide the guest a new confirmation number for the changed
reservation.
7. Update the reservation record
8. Cancel reservation
9. Thank the caller and invite the caller to call your property again.
10. File the reservation record
Process Travel agents’ no-show and
cancellation forms

 1. Check if cancelled reservation  e. Name of property

is booked by a travel agent.  f. Reservationist name
 g. Reasons why the guest
 2. Fill out a travel agent/ cancelled the reservations
cancellation form
 The following details may include but 
3. Provide a copy to the travel
not limited to: agent and file the copy for statistics
 a. Guest name and archive purpose.
 b. Original arrival date
 c. Departure date
 d. Confirmation number
Reservation report

Popular daily reservation management report includes:

A. Reservation Transaction Report

B. Commission Agent Record
C. Turn away Report