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The reservation process is an important aspect of hotel management. It involves a number of
stages that are crucial for ensuring a smooth and hassle-free guest experience. The first stage
is the initial inquiry, where the guest contacts the hotel to check availability of rooms and rates.
This can be done through various means such as phone, email, or the hotel's website. Once the
guest has confirmed their interest in making a reservation, the hotel will ask for details such as
the dates of stay, number of guests, and room preferences. Based on this information, the hotel
will then offer available options and rates to the guest. The next stage is the actual reservation,
where the guest confirms their booking by providing personal and payment information. This is
usually done through a secure online booking system or over the phone with a reservation
agent. After the reservation is confirmed, the hotel will send a confirmation email or message to
the guest, which will include important details such as the reservation dates, room type, rate,
and cancellation policy. The final stage is the check-in process, where the guest arrives at the
hotel and is welcomed by the front desk staff. The guest will be asked to provide identification
and payment, and will be given room keys and any necessary information about the hotel's
amenities and services. Overall, a well-managed reservation process is essential for ensuring
guest satisfaction and creating a positive reputation for the hotel.
6 Stages Of Reservation Process In Hotel [With Flowchart]
1 January 2024 by Augustine
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6 Stages Of Reservation Process in Hotel Industry
The reservation process is an important aspect of hotel management. It involves a number of
stages that are crucial for ensuring a smooth and hassle-free guest experience. The first stage
is the initial inquiry, where the guest contacts the hotel to check availability of rooms and rates.
This can be done through various means such as phone, email, or the hotel’s website.

Once the guest has confirmed their interest in making a reservation, the hotel will ask for details
such as the dates of stay, number of guests, and room preferences. Based on this information,
the hotel will then offer available options and rates to the guest.

The next stage is the actual reservation, where the guest confirms their booking by providing
personal and payment information. This is usually done through a secure online booking system
or over the phone with a reservation agent.
After the reservation is confirmed, the hotel will send a confirmation email or message to the
guest, which will include important details such as the reservation dates, room type, rate, and
cancellation policy.

The final stage is the check-in process, where the guest arrives at the hotel and is welcomed by
the front desk staff. The guest will be asked to provide identification and payment, and will be
given room keys and any necessary information about the hotel’s amenities and services.

Overall, a well-managed reservation process is essential for ensuring guest satisfaction and
creating a positive reputation for the hotel.

1. Identification of the sources of business:

The hotel normally identifies two major sources of business: Free Independent Travellers (FIT)
and associated Travellers (Groups). The FIT component is simply a non-group affiliate seeking
overnight accommodations. Regardless of whether a request is made by an individual, a family
or a collection of friends, a request may still be termed as FIT reservation if it meets certain
qualifications.

When meeting groups, convention groups, and the like are seeking guest room space in the
hotel, these types of requests are referred to as group reservations. The groups are
differentiated from the FIT reservations based on 1.) Whether a group coordinator is involved 2.)
Whether the group will pick up some or all of its member’s charges 3.) Whether special room
rates, services and/or room types apply.

Group reservations typically require that a block of rooms (allocation) be initially reserved for the
group with a specific rooming list following at a later date. It should be noted that if a group does
not have all of its blocked rooms booked by a reasonable date, most hotels will release the
uncommitted rooms from the group’s block. FIT reservations, however usually allow for both
blocking and booking to take place simultaneously. Regardless of its source of business, a
reservation request begins the hotel’s reservation process read more about different source of
reservation.

2. Communication with the Hotel:

There are numerous ways a hotel can learn about the guest’s request for available space. The
potential guest can connect with the hotel via a telephone, email, online, Social Media, other
devices or referral systems may all become important, communication links between the
sources of business and the hotel property.

It is important that the potential customer be aware of how to contact the hotel in order for
lodging management to maximise guest room sales. A property receives reservation inquiries in
a variety of ways. The reservation request may be made in person, over a telephone, in a mail,
via facsimile or telex, though the internet or online, social media, mobile apps, instant
messaging systems (Whatsapp, Telegram, Facebook Messenger) through a central reservation
system, global distribution system or through an inter sell agency.

3. Formulation of the reservation request:

Once a hotel is contacted by a guest about reserving space its staff must intelligently formulate
the reservation request and complete a reservation record. The reservation record is the
permanent file form used to store all the information pertinent to a specific reservation or in
current era creating a computerised reservation record in the hotel management software or
PMS.

In formulating the reservation request, the three most important factors are a) the expected date
of arrival and departure b) the desired room type c) the number of rooms needed. Using this
information the hotel staff can search the room availability file via the designated arrival date. If
the date is not closed the reservation agent proceeds by checking room type and the number of
rooms available.

Along with this preliminary data, a reservation record will usually be judged complete when it
includes the following information:

Guest’s Profile Data.

Guest’s group/company affiliation.
Arrival date and time and departure date.
The number of nights.
Number of Pax.
Room type requested.
The number of rooms required.
Type of bed.
Rate quoted / Rate Code.
Date reservation received
Reservation Status.
Billing Instruction
Pickup Details.
Any other Details or special remarks.
Source Code
Market Code
4. Reservation Acceptance:
A reservation can either be accepted or denied or turned away based on the availability of
rooms in the day(s) in question. An acceptance would lead the receptionist into the confirmation
phase, while a denial or turn away could cause a series of other options to be exercised like for
example recording the turn away reason etc..

5. Confirmation notification:
The acceptance of the reservation is followed by a notification confirming the blocking of a room
or group of rooms. The reservation confirmation is sent to the booker or guest by email, fax,
SMS, social media or online chat (Instant messenger).

The confirmation establishes :

A check on the entered reservation request data and satisfaction of the reservation request.
An agreement of room rates.
An agreement of method of payment.
A statement of the hotel’s cancellation procedure.
6. Modification and pre-arrival activity:
Once the reservation has been accepted and confirmed many changes to reservation record
can occur prior to the guest’s arrival. Changes in the arrival or departure dates, number of
rooms required, adding pickup details, reconfirmation, updating deposit status, number of pax
and outright cancellations are examples of common pre-arrival activities. Any time a change in a
reservation record is required, the reservation record must be pulled and updated according to
the guest request to keep the reservation-related data up to date.

Also searching and retrieving the correct reservation record for any modification and
cancellation request is crucial to an effective reservation process. Also. while processing the
cancellation below details need to be updated on the reservation record for any future
reference.

Caller Name.
Caller contact details.
Reason for Cancellation.
Cancellation reference number.
Date of Cancellation (Recorded automatically by the hotel software or enter manually).
User or Reservation Agent Name Who processed the cancellation (Recorded automatically by
the hotel software or enter manually).
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CategoriesFront Office Training
TagsFront Desk, Front Office Training, Hospitality Basics, Hotel Staff Training, Reservation
Front Office Department Security Functions
Different Booking Source Of Hotel Reservation with Examples
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Cleaning Concierge Duties and Responsibility Engineering Executive Chef F&B Setup F&B
Training Finance Food Service Front Desk Front Office Formats Front Office Setup Front Office
Training Guest Room Guest Services Hospitality Basics Hotel Formats Hotel Security Hotel
Staff Job Description Hotel Staff Training Housekeeping Formats Housekeeping Setup
Housekeeping Training Kitchen Kitchen Basics Kitchen Training Maintenance Maintenance
Technician Reservation Restaurant Sales SOP SOP F&B Service SOP Finance and Accounting
SOP Front Office SOP Housekeeping SOP Kitchen Staff Training

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