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Front Office > Chp 2 Reservations > Flashcards

Chp 2 Reservations Flashcards

1
Q

What are the front office functions?

A

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)

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2
Q

What’s the order of the guest cycle?

A

Pre-Arrival
Arrival
Occupancy
Departure
Post-Departure

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3
Q

Departure

A

Transportation
Bill settlement
Check-out
Baggage handling

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4
Q

Pre-Arrival

A

Reservations
Special requests
MOP
Transportation arrangements

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5
Q

Arrival

A

Welcome
Check-in
Room assignment
Issuing keys
Baggage handling

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6
Q

Occupancy

A

Information
Transportation
Currency exchange
Telephone calls
Maintain guests accounts

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7
Q

What implies the sources of reservations?

A

Distribution channels

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8
Q

What are the 5 distribution channels?

A

Property Direct Reservations
Central Reservations System (CRS)
Global Distribution System (GDS)
Internet Distribution System
Wholesaler

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9
Q

Property Direct Reservations

A

Reservations are handled directly by the hotel via cell, email, fax, website

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10
Q

Central Reservations System (CRS)

A

A computerized system used by hotel companies to store and retrieve information and conduct reservation transactions.

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11
Q

CRS types?

A

Affiliated reservation network
Non-Affiliated reservation network

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12
Q

Affiliated reservation network

A

Hotel Chain reservation system in which all participating properties are contractually related.
MARRIOT = Ritz carlton

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13
Q

Non-Affiliated reservation network

A

A subscription system designed to connect independent or non-chain properties.
Leading Hotels of the world

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14
Q

Global Distribution System (GDS)

A

A worldwide computerized reservation network used, by travel agents, as a single point of access for reserving airline seats, hotel rooms, rental cars.

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15
Q

Internet Distribution System

A

A Collection of Travel Websites (OTAs) which specialize in internet marketing of travel and related services directly to consumers.

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16
Q

Metasearch engine

A

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

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17
Q

Wholesaler

A

Entity which purchases blocks of rooms and sells them to travel agents

18
Q

What are the steps in wholesaler

A
  1. Hotel sells rooms to travel wholesaler
  2. The travel wholesaler sells rooms to a travel agent
  3. The travel agent sells rooms to an individual guest or group
  4. The guest or group stays at the hotel
19
Q

What is the reservation process?

A
  1. Reservation inquiry
  2. Determine room availability
  3. Decide the rate to be applied (Rack rate, BAR, Package rate, etc)
  4. Create reservation record
  5. Confirm reservation back to guest and give the reservation number
  6. Maintain reservation in system
  7. Reservation reports
20
Q

What are the different rate types?

A

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

21
Q

Rack rate

A

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

22
Q

Corporate/Commercial/Negotiated Rate

A

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.

23
Q

Group rate

A

Rates which are offered to groups, meetings and conventions using the hotel for their functions

24
Q

Promotional rate codes

A

Rates are generally offered during low occupancy periods to any guest to promote occupancy

25
Q

Incentive Rate Code

A

Rate offered to individuals who belong to an association of special membership cards or Credit cards.
Amex, VISA –> 5%

26
Q

Early Bird Rate

A

These types of rates are only open X days before arrival.

27
Q

Package Rate

A

Rates that include a guest room in combination with other available events or activities

28
Q

Best Available Rates
(BAR )

A

These rate codes are the lowest discounted rate available for a day which can be offered to the guest

29
Q

Tour Operator Rates

A

These types of rates are offered in a signed contract with large agency groups

30
Q

Agent sales process

A

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

31
Q

Reservation Record
3RD RING

A

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

32
Q

What are the types of reservations?

A

Guaranteed reservations (GTD)
Non-guaranteed reservations (NON-GTD)

33
Q

What are the methods of guaranteeing Reservations?

A

Credit or debit card
Prepayment
Advanced deposit
Travel agent
Corporate

34
Q

Prepayment

A

Requires a payment in full before the day of arrival.
This is the most desirable for Hotels

35
Q

Advanced deposit

A

requires the guest to pay the hotel a specified amount of money before arrival.

36
Q

Travel agent

A

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)

37
Q

Corporate

A

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.

38
Q

What are the reservation reports?

A

Reservations transactions report
Room availability report:
Commission agent report
Revenue forecast report
Expected arrival and departure lists

39
Q

What is the function of the commission agent report?

A

Track the amounts the hotel owes to each agent

40
Q

What is the function of the revenue forecast report?

A

to see all the reservations that I have for the year

41
Q
A

Front Office (3 decks)

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