This document discusses hotel reservations processes. It describes the objectives of understanding reservations which include different reservation types, sources of reservations, tools to track availability, and policies on changes and cancellations. It then defines what a reservation is and outlines the key activities in the reservations process from inquiry to maintaining records and reports. It details types of guaranteed and non-guaranteed reservations as well as the steps to take a reservation inquiry and create a reservation record.

1. Reservations
Department
Introduction
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2. Objectives for Reservations
At the completion of this unit, the students will able
to:
1. Describe the different types of reservations and
identify the information sought during a
reservation inquiry and contained in a reservation
record.
2. Identify major sources of reservations.
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3. 3. Identify the tools managers use to track and
control reservations availability.
4. Describe policies and procedures
surrounding the confirmation, change, and
cancellation of different types of reservations.
5. Explain the function of typical management
reports and reservations records that can be
generated from reservations data.
Competencies for Reservations
(continued)
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4. What is a reservation?
• It is a booking in advance for a space for a
specified period of time.
• E.g. Hotel ballroom, restaurant booking,
airline seat, a theatre seat, a hotel
guestroom, a doctor’s appointment.
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5. Introduction
• From a guest’s point of view, the most
important outcome of the reservations
process is having a guestroom ready and
waiting when the guest arrives.
• To achieve these outcomes, the hotel must
have efficient reservation procedures in
place.
• Here are the reservation process activities:-
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6. Conduct reservation inquiry.
· Determine room and rate availability.
· Create reservation record.
· Confirm reservation record.
· Maintain reservation record.
· Produce reservation reports.
· Research, plan, and monitor reservations.
Reservation Activities
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7. Types of Reservations
• Guaranteed Reservation: Insures that the hotel
will hold a room for the guest until a specific time
of guest’s scheduled arrival date .
• The guest must provide us a method of
payment.
• If the guest does not show up or cancel properly,
• the guest will be charged for one night
accommodation.
• If the hotel then fails to provide the room for a
guaranteed reservation, legal penalties can be
applied if the guest files a complaint.
• In order to guarantee a reservation, guests can
choose one of the following methods:
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8. The reservation can be guaranteed by
• Prepayment
· Credit card
· Advance deposit
 Travel agent voucher/miscellaneous charge
order (MCO)
· Corporate (direct billing account)
Guaranteed Reservations
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9. Non-guaranteed Reservation
• Non-guaranteed Reservation: Insures that
the hotel agrees to hold a room for the guest
until a stated reservation cancellation hour
(Usually 6 p.m.) on the day of arrival.
• It is common for hotels planning on full
occupancy or nearing full occupancy to
accept only guaranteed reservation once a
specified number of expected arrivals is
achieved.
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10. Reservation Inquiry
• Guests can communicate their reservation
inquiries in person, over the telephone, via mail,
through facsimile, telex, e-mail…
• While getting a reservation inquiry, the
reservation staff shall obtain the following
guest-related information:
• Guest’s name, address and telephone number
• Company or travel agency name
• Date of arrival and departure
• Type and number of rooms requested
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11. cont.
• Desired room rate
• Number of people in the group, if applicable
• Method of payment and/or guarantee
• Any other special requests
•  Most of the above mentioned information is
used to create a reservation record.
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12. The seven steps reservation sales process
• 1. Greet the caller. ( thank you for calling
Holiday inn. This is Mary speaking How can I
help you today?)
• 2. Identify caller’s need ( arrival date,
departure date, preference ....)
• 3. Provide an overview of the hotel’s feature (
number of restaurant, swimming pool )
• 4. Make a room recommendation and room
rate.
• 5. Ask for the sales ( Would you like me to book
the reservation for you?
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13. cont.
• 6. Create a reservation record according to
the hotel procedures.
• 7. Thank the caller. Closing a call as warmly as
opening a call leaves the caller with a sense of
confidence that they have made the correct
decision.
• The reservation function is a sales process, if
the reservation staff is unenthusiastic, the
caller will not a have a positive impression of
the hotel and may decide to go elsewhere.
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14. cont.
• Reservations can be made for individuals,
group, tours or conventions.
• An individual, not part of the a group is
referred as a FIT. ( free independent traveller)
• The customers make reservation by using
different sources.
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