Reservations Flashcards
What are the objectives covered in Chapter Four?
Reservation activities, Sales department role, Types of reservations, Distribution systems/channels, Groups – how they work/challenges, Reports, E-commerce bookings
What is the primary means to gather information?
Listening
What are the characteristics of good listeners?
- Empathetic
- Understanding
- Patient
- Attentive
- Objective
What are the main reservation activities?
- Conduct reservation inquiry
- Determine room and rate availability
- Create reservation record
- Confirm reservation record
- Maintain reservation record
- Produce reservation reports
- Research, plan and monitor reservations
What is the role of the Sales Department in reservations?
Primary source of reservations
What are SMERFS in the context of group reservations?
Social, military, education, religion, fraternity
What does BIB stand for in hotel reservations?
Bonus - Room nights sold
What are the sources of reservations?
- Property Direct
- Central Reservation System
- Cluster Reservations Office
- Global Distribution System
- Intersell Agencies
- Internet
What is a Central Reservation System (CRS)?
A hotel chain reservation system with all properties contractually related
What is the difference between affiliate and non-affiliate CRS?
Affiliate CRS connects chain properties, while non-affiliate CRS connects independent properties
What are Global Distribution Systems (GDS)?
Systems like Sabre, Galileo International, Amadeus, Worldspan providing worldwide hotel reservation information
What is an Intersell Agency?
Agencies that handle bookings for airlines, hotels, and cars in one call
What is the Internet Distribution System?
Online booking through the internet, allowing individuals to look and book rooms
What are the revenue models for distribution channels?
- CRO - fixed based on per night per room
- GDS/Internet - commissions/transaction fees
Fill in the blank: The final room rate after commissions for a hotel booking at $100.00 is ______.
$82.00
What are the advantages of group reservations?
- Sizeable market
- Economies of scale
- Higher worth per guest
What are common problems in group reservations?
- Contract required
- Method of receiving booking/names
- Non group displacement
- Special arrangements
- Check history of group
What are the types of reservation reports?
- Reservation transaction report
- Commission agent report
- Regret and denial report
- Revenue forecast report
What are potential reservation problems?
- Errors in reservation record
- Misunderstandings due to industry jargon
- Miscommunication with Central Reservation Systems
- Online Reservation System Failures
What are the pros and cons of E-Commerce in hotel reservations?
- Pros: Linking with guests
- Cons: Deciding which sites provide best distribution
What are the E-commerce categories?
- Merchant Model
- Wholesaler Model
- Opaque Sites
- Transparent Sites
What are some E-commerce trends?
- Individual booking
- Requests for group/conventions
- Loyalty programs
- AI, AR, and VR
- Package prices
What are three causes of listening breakdowns?
Misunderstanding, distractions, lack of attention
What is the term ‘SMERF’?
Social, military, education, religion, fraternity
List the four types of distribution channels.
- Property Direct
- Central Reservation System
- Global Distribution System
- Internet
What are two things to remember about booking groups?
- Contract required
- Check history of group
List two things that could cause reservation problems.
- Errors in reservation record
- Miscommunication with Central Reservation Systems
