© 2003, Educational Institute Chapter 3 Reservation Systems Managing Technology in the Hospitality Industry Fourth Edition (469T or 469)

© 2003, Educational Institute 1 Competencies for Reservation Systems 1.Distinguish global distribution systems from Internet distribution systems. 2.Distinguish affiliate from non-affiliate central reservation systems. 3.Identify the basic functions and services performed by a central reservation system. 4.Describe the functions and features of the reservation module of a property management system. 5.Describe the management reports typically generated by a reservation module of a property management system.

© 2003, Educational Institute 2 Sources of Reservations Central Reservation Systems Affiliate Reservation Network (Hotel Chains) Non-Affiliate Reservation Network  Leading Hotels of the World  Preferred Hotels  Distinguished Hotels Global Distribution Systems  SABRE (continued)

© 2003, Educational Institute 3 Sources of Reservations  Galileo International  Amadeus  WorldSpan Internet Distribution Systems  Priceline.com  Orbitz.com  Gotrooms.com Property Direct (continued)

© 2003, Educational Institute 4 Global Distribution Systems (GDSs) Owned by airlines. Used by travel agents. Access travel/tourism inventories worldwide. Link to reservation systems of:  Hotels  Airlines  Car Rental Companies  Travel agencies

© 2003, Educational Institute 5 Internet Distribution Systems (IDSs) Owned by independent Web companies. Used by consumers. Link to:  Hotel central reservation systems  Switching company  GDS

© 2003, Educational Institute 6 Affiliate/Non-Affiliate Reservation Systems Affiliate reservations system (hotel chains)  Overrun facility Non-affiliate reservations system  Leading Hotels of the World  Preferred Hotels  Distinguished Hotels

© 2003, Educational Institute 7 CRS Functions and Services Provides properties with necessary technology. Communicates room availability to e-distribution channels. Delivers reservations to properties. Maintains statistical information (call volume, talk time, conversion rates, denial rates). Provides customer relationship management (loyalty programs). Maintains demographic information about callers. Bills properties for handling reservations.

© 2003, Educational Institute 8 PMS Reservation Process 1.Reservation inquiry 2.Determination of availability 3.Creation of the reservation record 4.Confirmation of the reservation 5.Maintenance of the reservation record 6.Generation of reports

© 2003, Educational Institute 9 PMS Reservation Reports  Rooms availability report  Revenue forecast report  Reservation transaction record  Expected arrivals list  Expected departures list  Commission agent report  Turnaway report