Chapter 5. Basic Reservation Activities

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Presentation transcript:

Chapter 5. Basic Reservation Activities

Guest Cycle Name four phases of the guest cycle? Pre-Arrival Arrival Occupancy Departure

Reservation Process Steps Reservation inquiry Determination of room availability Accepting or denying reservation request Creation of the reservation record Confirmation of the reservation Maintenance of the reservation record Generation of reservation reports

Contract of Booking The contract of booking is an agreement which is entered into every time a reservations clerk offers a prospective guest a room and that guest accepts the room. Guest must be informed of the conditions. Hotel ensures room availability. Guest will arrive on specified day.

Types of Reservations Guaranteed Reservation Prepayment – full payment Credit card guarantee Advanced deposit Corporate guaranteed reservation Travel agent guaranteed Voucher from the travel agent Non-guaranteed Reservation Guest is informed regarding cancellation time and hotel can release the room after.

Types of Reservations Which type of reservation is preferred by the hotels – guaranteed or non-guaranteed? What about the guests? Guaranteed reservations help to minimize no-shows and loss in revenue.

Reservation Inquiries Property Direct Reservation Systems Property reservation department Telephone Fax Mail/ e-mail Property Web Site Property to Property

Reservation Inquiries 2. Central Reservation Office / System (affiliate and non-affiliate networks (p.67)) 3. Travel Agencies (vouchers) 4. Internet Distribution System (OTA, FA, GDS) OTA – online travel agency (e.g. Expedia, Booking.com, Ctrip, etc.) FA – fare aggregators (e.g. Skyscanner) GDS – global distribution systems (e.g. Amadeus, Galileo, Worldspan, SABRE)

Example 1 Property Direct Reservation System

Example 2 Marriott CRS

Example 3 IDS: Fare Aggregator

Reservation Call Steps Greet the caller Identify the caller’s needs Provide an overview of the hotel’s features and benefits Make a room recommendation Close the sale Gather the reservation information from the guest Thank the caller

Reservation Availability Room Overbooking – 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. Unexpected (system break, etc.) Intentional

Denying Reservations Hotels deny reservations to guests when: No specific accommodation available Hotel fully booked Blacklisted guest Check course book pp. 72-73 what to do in each specific case.

Reservation Confirmation Booking confirmations can be: Manual Computerised Booking confirmations usually have unique number. See Booking.com handout as an example.

Reservation Reports Expected Arrivals and Departure Lists Room Availability Report Group Status Report Special Arrivals List Turn-away (Regrets and Denials) Report Revenue Forecast Report

Room Availability Forecast