Oral Recitation

Question 1

One guest staying in the room

Answer 1

Single Occupancy

Question 2

Three guest staying in the room

Answer 2

Triple Occupancy

Question 2

Two guest staying in the room

Answer 2

Double Occupancy

Question 3

Changes made in the reservation

Answer 3

Ammendments

Question 4

A confirmed reservation that has been withdrawn by the guest.

Answer 4

Cancellation

Question 4

A confirmed reservation that has been withdrawn by the guest.

Answer 4

Cancellation

Question 5

A room reservation that has been confirmed in writing by a guest.

Answer 5

Confirmation

Question 6

FIT

Answer 6

Free Individual Traveller

Question 7

Guests more than persons who travel together.

Answer 7

Group

Question 8

Person

Answer 8

Pax

Question 9

Confirming more bookings than the number of rooms available in the hotel.

Answer 9

Overbooking

Question 10

A status when guests are kept waiting for a room booking confirmation

Answer 10

On - request

Question 10

GIT

Answer 10

Group Inclusive Tour

Question 11

Different types of rooms

Answer 11

Adjacent room
Adjoining room
Connecting room
Double room
Single room
Triple room
Twin room
Executive room
Suite room

Question 12

A type of plan where it is room only, without meals.

Answer 12

European Plan

Question 13

A type of plan where it is room + continental breakfast ( bread, fruit, juice or coffee or tea)

Answer 13

Continental Plan

Question 14

A type of plan where a guest house or small hotel offering sleeping accommodations and a morning meal.

Answer 14

Bed & Breakfast

Question 15

A type of plan where there is a room + 3 full meals

Answer 15

American Plan or Full American Plan

Question 16

A type of plan where there is a room + breakfast + lunch or dinner

Answer 16

Modified American Plan

Question 17

the Standard rate or Published tariff defined by the hotel management for a particular room category/type. This is generally printed on the tariff sheet of the hotel and these details are alsosubmitted to the local government authorities for hotel licensing and in some countries for Gov. taxcompliance.

Answer 17

Rack Rate

Question 18

These are the rates offered to companies that provide frequent business for the hotel or its chain. This rate may vary according to the volume of business guaranteed by the companies.

Answer 18

Corporate Rate

Question 19

A rate less than overnight rate

Answer 19

Day Rate

Question 20

A type of rate available from Friday to Sunday.

Answer 20

Weekday-Weekend Rates

Question 21

These are rates which is offered to groups, meetings and conventions using the hotel for their functions.

Answer 21

Group Rate

Question 22

A room rate with zero room charge which is offered to special guests, industry leaders, Gov. officials etc.

Answer 22

Complimentary Rate

Question 23

A room rate with zero room charge which is used for rooms stays for hotel purpose. Eg: Manager or duty room, In-house General / Resident manager room etc

Answer 23

House use Rate

Question 24

A rate reserved for families with children. Usually, these rates include Extra Bed charges and may also include some free add-on activities for children.

Answer 24

Family Rate

Question 25

Rates that includes a guest room in combination with other available events or activities. ( Eg: Best of London package which includes room rental, all meals, site seeing, airport transfers etc. ) Package rate can be also a simple room and meal package like American Plan (AP), Modified American Plan (MAP), Continental Plan (CP )

Answer 25

Package Rate

Question 25

Rates that includes a guest room in combination with other available events or activities. ( Eg: Best of London package which includes room rental, all meals, site seeing, airport transfers etc. ) Package rate can be also a simple room and meal package like American Plan (AP), Modified American Plan (MAP), Continental Plan (CP )

Answer 25

Package Rate

Question 26

What are the sources of reservation? (GGAFCCHARTT)

Answer 26

``` Global Distribution System Government Offices Airlines FIT ( free individual traveller) Corporate Accounts Central Reservation Offices Hotel Websites Associations Referral Hotels- Chain of Hotels Tour Operators Travel Agents ```

Question 27

What are the modes of reservation? (PELTTFCG)

Answer 27

``` Personal E-mail or internet access Letters Telephone Telex / telegram Fax Call centers Global Distribution System ```

Question 28

A type of reservation where it refers to an agreement that a hotel makes to hold a room until cut-off date and time. If the guest does not arrive by that time the room maybe sold to other guests.

Answer 28

Regular Reservation

Question 29

A type of reservation applies when the terms of reservation have been verified. Both the hotel and the reserving party agree on the dates, rates and billing arrangement, room type and other arrangements. This type of reservation is confirmed to the guest verbally or in writing through mail, e-mail or fax.

Answer 29

Confirmed Reservation

Question 30

A type of agreement where there is an agreement that the hotel makes to hold a room for a guest until the arrives. In return, the guest or his sponsor assures payment for the room.

Answer 30

Guaranteed Reservation

Question 31

involves projecting room sales for a specific period, is a natural next step after collecting the data from the reservation process.

Answer 31

Forecasting

Question 32

the number of persons registered in a hotel on a specific night.

Answer 32

House Count

Question 33

Steps in Receiving Reservation

Answer 33

1.) Say the appropriate greeting. Identify the company/department/yourself. 2.) Offer help or assistance 3.) Ask important reservation information. Name of the guest/company/group name. Type of room or accommodation. Number of rooms required Date of arrival/departure. 4.) Check the availability of the room. 5.) If the room requested is available, continue asking other information, ETA, address, telephone no., address, contact person, mode of payment, etc. 6.) Confirm the reservation. 7.) Verify the spelling of the guest name. 8.) Repeat the details of the reservation/guarantee the reservation. 9.) Thank the caller.

Question 34

If the room requested is not available, what would you do?

Answer 34

Suggest another date and type of accommodation and continue asking other reservation details. If the type of room and date of arrival/departure cannot be changed, put the reservation on waitlist. Thank the caller.

Question 35

Steps in cancellation of reservation

Answer 35

1. ) Say the appropriate greeting. Identify the company/department/yourself. 2. ) Offer help or assistance. 3. ) Ask the name of the guest, date of arrival and departure. 4. ) Check the file/computer. 5. ) Ask the reason why the reservation will be cancelled. Ask the name of the person who cancelled the reservation and indicate the time and date cancelled. 6. ) Cancel the reservation. 7) Ask the guest if he would like to make another reservation in the future. 8. ) Thank the caller.

Question 36

Steps in changing a reservation (9)

Answer 36

1. ) Say the appropriate greeting. Identify the company/department/yourself. 2. ) Offer help or assistance. 3. ) Ask the name of the guest, date of arrival & departure. 4. ) Check the file/computer. 5. ) Ask the guest what are the changes she would like to make. 6. ) If the number of rooms, type of accommodation, date of arrival and departure will be changed, check the availability of the rooms. 7. ) Do the necessary changes of the reservation. 8. ) Confirm the reservation and repeat the changes made in the reservation. 9. ) Thank the caller.

Question 37

What are the other special situations in and handling problems in the reservation section

Answer 37

Underbooking Overbooking No-Shows