Assignment of Front Office
Topic: Reservations Reservations
Reservations
INTRODUCTION
Front Office Function
Role of the Front Office Department
The Front Office Department is the control center of the hotel, providing 24 hours attention towards the handing and serving of all guests’ requirements and needs. Through it flows communications with every other department; from it
come instructions and directions for the care and service of the guest; to it comes changes for final billing and settlement. Simply, the Front Office Department Global Role is Providing All guest Direct Needs like accommodation, Telephone, Cashier …etc., and also to communicate to the Guests all other services of other Hotel Department. Organization
Generally, the Front Office Department is directed by the Front Office Manager, who in turn reports to the General Manager in Small Hotels or to the Rooms division Manager in big hotels . The majority of the department consists of Front Office Clerks who in ideal circumstances are interchangeable with all Front Desk functions, i.e. Reception, Information, as well as Reservations, Guest relations, concierge and Telephone Department functions.
RESERVATIONS The purpose of the Reservation Department is to provide the means/channel for booking accommodations in the hotel. The hotel receives the indication that a person wishes to become a guest (of the hotel) through a reservation. Reservation staff should be well acquainted with all travel agents, airline offices and business firms, and should be well qualified in keeping accurate reservation records. Reservations may be made by the guest either in person, telephone, letter or fax. As a guest service representative, you will need to know how to accept reservations for your own location, as well as process reservation requests for the rest of the hotels of the group. In both cases, confirming reservation requests can be accomplished once you have verified that the type of accommodation is available on the dates requested. In order to satisfy the needs of all guests staying at your hotel, different types of reservations are used. While these reservation types meet specific guest needs, they also enable us to forecast occupancy and to operate profitably.
OBJECTIVES FOR RESERVATIONS:
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. 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.
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.
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.
RESERVATION ACTIVITIES
Here are the reservation process activities:-
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.
Job Description of Reservation manager Purpose:
Responsible to the Front Office Manager for the maintenance of accurate and complete Reservation records. Through His Management and supervision, a complete control of the Hotel Booking situation, working on maximizing the Rooms revenue. Supervising the Reservation Supervisor / Clerk for the smooth and accurate reservation operation.
Duties & Responsibilities:
Be Fully Aware of the Booking situations at all times, and supervise the Reservation Clerks / Supervisors in order to maximize the Hotel Sales with the Highest possible Average Room Rate. Ensure that All reservations are recorded on standard forms attached with the concerned correspondence, and they are filed by arrival date in easily accessible Files. Prepare the 10 Days and 3 Month Forecasts on Timely Basis for Review By the Front Office Manager and Distribution. Ensure that Incoming Faxes requiring a reply are answered with minimum delay, and whenever possible the same day of received. Bring to the attention of the Front Office Manager dates when the Hotel availability status should be changed , and update the sales office with the hotel availability accordingly. Fully responsible of the Tour Operators / Travel Agents correspondence regarding reservation decisions especially in the critical periods, Allotment Increase, stop sales, release period amendment…….etc Advise the Front Office Manager of reservations, which are particularly noteworthy, so a decision can be taken in regard of the Room Rate and the V.I.P Status. Ensure that the reservations taken by the phone are answered promptly and politely, and according to the Hotel answering script. To use and to train the reservation personnel using the up-selling techniques in order to maximize the rooms revenue.
To ensure that all Rooming lists for the group’s reservations are received on time and accurately inserted into the Computer system. To ensure that all the Definite reservations are guaranteed, to minimize the last minute non-guaranteed cancellations. To sell most of the Hotel Outlets and facilities whenever possible,. To be fully aware of the Hotel allotments spread all the times , and to follow up with the Contract conditions , and cut off dates. To update the Hotel Data System with the Updated Contracted Travel Agents rates. In coordination with the Front Office Manager , set up the over-booking margin for the Normal and peak periods to ensure filling the House without making unnecessary turn away. Keep a good relation with all the travel agents and their to ensure the mutual cooperation and the smoothness of the work. Be Fully aware of all the Hotel Facilities and services , and to train the reservation staff on using the Hotel Facilities during answering reservations. To prepare and submit all statistics and reservations reports requested by the Front Office Manager or the General Manager . To be ready for to replace the Assistant Front Office Manager during his vacations or when needed. Ensure the reservation Office is maintained in a clean and orderly state at all times
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 .
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The guest must provide us a method of payment.
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If the guest does not show up or cancel properly,
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the guest will be charged for one night accommodation.
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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: The reservation can be guaranteed by
Prepayment Credit card Advance deposit Travel agent voucher/miscellaneous charge order (MCO) Corporate (direct billing account)
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.
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, ad dress and telephone number
Company or travel agency name Date of arrival and departure Type and number of rooms requested 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 .
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 ( ar rival 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? 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.
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.
SOURCES OF RESERVATIONS:
Central Reservation System Global Distribution System Intersell Agencies (for example flight centre) Property Direct
Internet
Central Reservation System
A central (or computerised) reservation system that controls and maintains the reservations for several hotels in one location, and automatically redirects the reservation to the required hotel. •
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The majority of hotel groups belong to one or more Central Reservation Systems A central reservation system is composed of a central reservation office, member hotels connected together via communication devices, and potential guests. It exchanges room availability information with members hotel. Central Reservation Office [CRO] offers its services via a 24-hours toll free telephone number(s) [Green Numbers ]. On return, central reservation offices charges a fee for the utilization of its services which might take the form of a flat fee and a variable fee, or a flat percentage of potential room revenue, actual room revenue, and/or Rooms Division gross profit…
Global Distribution Systems [GDS]
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Computerized system by which reservation-related information is stored and retrieved for multiple organizations.
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Global Distribution Systems [GDS] System including several Central Reservation Offices connected to each other.
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Selling hotel rooms is accomplished by connecting the hotel reservation system with the GDS system.
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GDSs have become a powerful force in hotel reservation.
Inter sell Agencies
Intersell Agencies are special types of central reservation offices contracting to handle reservation for more than one Product Line [ex: Handle at the same time Airline Tickets, Car Rental, Hotel Reservation…] “ One Call Does it All Approach “!
Property Direct Reservation System:
Even though many of the five-star hotels rely heavily on central reservation offices and intersell agencies, some potential guests still find it convenient, and personal to call directly the hotel to communicate a reservation inquiry.
Property Direct Reservation
Property direct reservations are made in a several ways:
· Telephone
· Mail
· Property-to-property
· FAX
· E-mail
Handling phone Reservations
Pick up the phone within 3 rings. Use the dialogue “ Reservation, Good Morning”……..May I Help You Listen to the request and note down. Obtain following information: * Arrival and departure dates * Type of rooms (Try to sell the highest room Category) Check the space availability. * If house is full, try to offer another possible period * If that type of room is not available, try to sell another type Obtain full reservation details if the request can be confirmed: * Name of guest * Arrival and Departure dates
* Flight details * Number of rooms and type * Total number of pax * Method of payment * Source of booking * Name of caller, contact person, company name and address and phone number Repeat the reservation back to the caller and before finishing the conversation you thank the caller saying : “ Thank you for Choosing Our Hotel Mr. / Mrs. ........, Good bye”. Record all details on reservation form with your initial, date and time. Key all information in the computer before filing.
Handling FAX/MAIL reservations
After receiving the fax or letter stamp it with date and time. Check availability Obtain full reservation details. Record all information in the reservation form (2 copies) Key all information in the computer Print out the confirmation form and fax to the guest after the confirmation has been reviewed and initialed by your supervisor. Filing
Group Bookings
Types of groups
( Tour groups ( Conference/convention ( Charity groups (fund raising) ( Flight crews ( School groups ( Sporting groups
RESERVATION AVAILABILITY
After receiving a reservation request, the hotel might accept it, as it is, if there is room availability. If not, the reservation department should suggest alternative room types, dates, and/or rates, to the potential guest. If, however, the potential guest insists on his/her previous request, the hotel should suggest an alternative hotel. That's one of the main reasons why we need to maintain good relationships with nearby competing Hotels
The reservation department should always compare historical reservation volumes against actual arrivals.
The main reason is to cope with overbooking , which a situation occurring when the total number of rooms reserved for a certain period of time exceeds the total number of rooms available for sale, for the same period of time.
In order to cope with the overbooking problem, some statistical and historical data should be stored and processed by the hotel and should be continuously updated. Such data should include:
Number of rooms reserved for a specific date
Number of rooms occupied by stayovers (for a certain specific date)
Forecasted no-shows percentage
Forecasted understays percentage
Forecasted overstays percentage
Forecasted cancellation percentage
Number of out of order rooms for a specific date
Reasons for Travel
Business
Pleasure
Education
Family
Religious
Special events (e.g.Olympic Games)
Types of Market Sources
F.I.T. – free/fully independent traveller
Group
Corporate
Government
Package
Room Rate Factors Location (CBD, Country) Hotel Rating (Star/Flag/Crown) Room attributes/aspects
Hotel facilities Competition Time of year Intended client Room Rate Types
$ Rack $ Corporate $ Government $ Airline (delayed flights, crew, package) $ Travel Agents (package, familiarisation, group, F.I.T.)
$ Groups/conference $ Packages (honeymoon, weekend, midweek)
Five steps to selling •
Know your product
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Know your guest
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Match the guest to the best alternative
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Be aware you are part of the sales team
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Always sell the product before the price
Types of Reports:
Occupancy
Arrivals
Cancellations
Special requests
V.I.P.S
Black lists
Market Segments
Guest history
Occupancy Reports
Prepared on a regular basis for:
rostering
budgets
maximising occupancy
planning refurbishment
ordering
Special Requests Report
Housekeeping
Cots/rollaways/special linen/vases/flowers/baby sitters/early and late arrivals and departures
Room Service
Champagne/fruit baskets/flowers/VIP mini bars
Porter/ Concierge
Theatre bookings/restaurant bookings/hire cars/early arrivals/late departures/wheelchair access/luggage storage/red carpet
Food and Beverage
Dietary, Group meals, Children, Cultural Requirements, Seating, Groups departing early
Functions
Dietary, AV Equipment, Meal break times, Business Services
Group and Conference Details ETA/ETD Rooming list ready Rooms Assigned Staffing requirements Porter/Concierge (Luggage collection times)
Food and Beverage Functions department Hospitality room/area
Black List
“Bad” debts (previous accounts remain unsettled)
Malicious damage to hotel property
Theft of hotel property
Verbal/physical assault of staff members
Reservation Reports:
In the reservation department, the widely used management reservation reports include: •
Reservation transaction report
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Commission agent report
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Turnaway report (sometimes called the refusal report)
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revenue forecast report
Departments concerned with reservations report
Housekeeping To enable accurate staff rostering Budgeting, planning for refurbishment, ordering of supplies
Food and Beverage As above
Maintenance
To enable accurate staff rostering Budgeting, planning for refurbishment, ordering of supplies
Concierge/Porters/Front Desk As above
POTENTIAL RESERVATION PROBLEMS
4 main common problems that might be encountered: 1) Errors in a reservation record: a. Record a wrong arrival or departure date b. Misspell the guest’s name or reverse it c. Reserve for the caller instead of the guest 2) Misunderstandings due to industry jargon:
Confirmed versus guaranteed reservation Double room versus 2 beds Connecting rooms versus adjacent rooms
3. Miscommunications with external reservation systems:
Book a guest in the wrong hotel
Book a guest in the wrong city [ex: Novotel, Melbourne versus Novotel, Sydney]
4. Online reservation system failures:
Fail to update central reservation system concerning room availability or to communicate rate changes in real time
Delays in communicating reservation requests
Communication Equipment used may become technologically obsolete or inoperatable .
Guest History
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Assist with marketing strategies
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Ensure future reservations are more efficient
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Ensure a quicker check-in
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Ensure guest’s needs are met
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Assist with check-out
History data
Reservation forms
Registration cards
Guest folios on check-out
History can be stored and maintained:
Manually
Computerised
Details Provided to Guest
Room release time (6pm is standard)
Guaranteed reservation
Check-in time
Acceptable MOP
Parking facilities
Hotel facilities and services
Cancellation
Retrieve original reservation
Note date and time cancellation received
Record contact name of person cancelling
Update manual and computer records
File cancelled reservation
Apply cancellation fee as per hotel policy
Thank caller
Amendments
Retrieve original reservation
Note date and time amendment received
Record contact name of person amending
Update manual and computer records
File amended reservation Thank caller
