Chp 2 Reservations Flashcards
What are the front office functions?
Selling rooms/ reservations
Registration
Room and rate assignment
Cashier activities
Coordinate guest services
Room status change and control
Settlement of guest accounts
Monitor credit limits
Baggage handling
Creation of guest history records
General information (mails)
What’s the order of the guest cycle?
Pre-Arrival
Arrival
Occupancy
Departure
Post-Departure
Departure
Transportation
Bill settlement
Check-out
Baggage handling
Pre-Arrival
Reservations
Special requests
MOP
Transportation arrangements
Arrival
Welcome
Check-in
Room assignment
Issuing keys
Baggage handling
Occupancy
Information
Transportation
Currency exchange
Telephone calls
Maintain guests accounts
What implies the sources of reservations?
Distribution channels
What are the 5 distribution channels?
Property Direct Reservations
Central Reservations System (CRS)
Global Distribution System (GDS)
Internet Distribution System
Wholesaler
Property Direct Reservations
Reservations are handled directly by the hotel via cell, email, fax, website
Central Reservations System (CRS)
A computerized system used by hotel companies to store and retrieve information and conduct reservation transactions.
CRS types?
Affiliated reservation network
Non-Affiliated reservation network
Affiliated reservation network
Hotel Chain reservation system in which all participating properties are contractually related.
MARRIOT = Ritz carlton
Non-Affiliated reservation network
A subscription system designed to connect independent or non-chain properties.
Leading Hotels of the world
Global Distribution System (GDS)
A worldwide computerized reservation network used, by travel agents, as a single point of access for reserving airline seats, hotel rooms, rental cars.
Internet Distribution System
A Collection of Travel Websites (OTAs) which specialize in internet marketing of travel and related services directly to consumers.
Metasearch engine
search tool that sends user requests to several other search engines and/or databases and aggregates the results into a single list and displays them according to their source.
TRIVAGO
Wholesaler
Entity which purchases blocks of rooms and sells them to travel agents
What are the steps in wholesaler
- Hotel sells rooms to travel wholesaler
- The travel wholesaler sells rooms to a travel agent
- The travel agent sells rooms to an individual guest or group
- The guest or group stays at the hotel
What is the reservation process?
- Reservation inquiry
- Determine room availability
- Decide the rate to be applied (Rack rate, BAR, Package rate, etc)
- Create reservation record
- Confirm reservation back to guest and give the reservation number
- Maintain reservation in system
- Reservation reports
What are the different rate types?
Rack Rate
Corporate/Commercial/NegotiatedRate
Group Rate
Promotional Rate Codes
Incentive Rate Code
Early Bird Rate
Package Rate
Best Available Rates (BAR )
Tour Operator Rates
Rack rate
Standard rate defined by the hotel management for a particular room category/type.
Printed on the tariff sheet of the hotel, these details are also submitted to the local government authorities for hotel licensing and in some countries for Gov. tax compliance.
These rates are the maximum rates that can be applied
Corporate/Commercial/Negotiated Rate
Rates offered to companies that provide frequent business for the hotel or its chain.
Rate may vary according to the volume of business guaranteed by the companies.
Group rate
Rates which are offered to groups, meetings and conventions using the hotel for their functions
Promotional rate codes
Rates are generally offered during low occupancy periods to any guest to promote occupancy
Incentive Rate Code
Rate offered to individuals who belong to an association of special membership cards or Credit cards.
Amex, VISA –> 5%
Early Bird Rate
These types of rates are only open X days before arrival.
Package Rate
Rates that include a guest room in combination with other available events or activities
Best Available Rates
(BAR )
These rate codes are the lowest discounted rate available for a day which can be offered to the guest
Tour Operator Rates
These types of rates are offered in a signed contract with large agency groups
Agent sales process
Greet the caller
Identify the caller’s needs
Overview of the hotel´s features
Room recommendation
Close the sale
Gather reservation information
Thank the caller
Reservation Record
3RD RING
Guest name: first and family name
Name of person making reservation (if different from guest)
Number in party and ages of children
Number of nights
Type of Room and Rate
Telephone number and e-mail address
Company name and number (if appropriate)
MOP - Type of reservation (Gtd or Non- Gtd)
Special requirements
Arrival date and time (ETA)
Additional information, as needed
Gather additional information
What are the types of reservations?
Guaranteed reservations (GTD)
Non-guaranteed reservations (NON-GTD)
What are the methods of guaranteeing Reservations?
Credit or debit card
Prepayment
Advanced deposit
Travel agent
Corporate
Prepayment
Requires a payment in full before the day of arrival.
This is the most desirable for Hotels
Advanced deposit
requires the guest to pay the hotel a specified amount of money before arrival.
Travel agent
The reservation (late cancellation fee, no-show) is guaranteed by the travel agent.
Guests should submit the voucher (from the TA) when they arrive at the hotel.
The hotel must send the invoice and the voucher to the travel agent (to receive payment)
Corporate
A company may sign a contractual agreement with the hotel, which states that the company will accept financial responsibility for any no-show of the business travelers.
What are the reservation reports?
Reservations transactions report
Room availability report:
Commission agent report
Revenue forecast report
Expected arrival and departure lists
What is the function of the commission agent report?
Track the amounts the hotel owes to each agent
What is the function of the revenue forecast report?
to see all the reservations that I have for the year
