Continuation on Module 1 Receive and Process

Reservation
• UNIT OF COMPETENCY : RECEIVE AND PROCESS
RESERVATIONS
• This unit of competency deals with the skills, knowledge and
attitude required to receive and process reservations for a
tourism or hospitality product or service offered for
sale through agents or direct to the consumer.
Tour operators
Travel agencies
Transportation
Accommodation
Food and beverage
Events
Tourism attractions
 OBJECTIVES:
1.RECEIVE AND
PROCESS • Describe the reservation
RESERVATIONS process;
• Receive reservation request;
• Record details of reservation
• Update reservations;
• Advise others on reservation
details
INTRODUCTION
• In many hotels, the task of selling and promoting rooms as well
as the handling of reservation is assigned to Sales and
Reservation Section.
• The term reservation is defined as ‘blocking a particular room
type for a guest, for a definite period of time, for a particular
guest'.
• To ensure a safe and secure place to stay during their visit to
another town, guests generally prefer to make advance
reservations in hotels and other types of accommodation units.
❖
INTRODUCTION
• All hotels will readily accept advance reservations and
booking in order to achieve high occupancy and to maximize
their room revenue.
• When a guest makes an advance reservation for a definite
time period it is expected that the hotel will accept and honor
its commitment by a contract between the hotel and the
guest.
• A reservation, therefore, is this bilateral contract between a
hotel and a guest, according to which the hotel must provide
the specified room type to the guest and the guest must
agree to pay all relevant charges.
Sources of Reservation
• Walk in ( Individual
• Corporate accounts
• Associations
• Travel Agencies
• Government Institutions/Office
• Free Independent Travelers- (FIT)
• Educational Institutions ( schools or training center)
• Local or domestic travelers: “sariling atin” 30-50% discount
• Balikbayans “ OFW’s)
• Hotel Sales & Marketing Executives
BASIC FUNCTIONS:
• Determinants of room rates for various types of
accounts/clients;
• Promotion of room sales and upselling of rooms;
• Receiving and process rooms reservations;”, handling inquiries
on hotel facilities and services as well as room rates and
arrangements;
• Prepare report- room rates, occupancy, availability status,
room count and other statistics;
• Maintaining and updating reservation records to give accurate
information about room status.
• Coordinating with the Front Desk for room blockings and
assignments;
• Handling pre-registration of guests
• Assigning rooms to the guests.
•accommodation revenue.
• P- Pleasantness
• E- Eagerness to serve
• R- Respect for job and people
• S- Sense of responsibility
• O- Orderly and methodical way
• N-Neatness
• A-Accuracy in performance
• L-Loyal
• I-Intelligence
• T-Tactfulness
• Y-Yearning for success
Competencies of Front Office Professional
• Competencies are a set of behavioural traits and technical abilities
that are suitable for a job.
➢Smile: It is the most effective way of dealing with guest.
➢Grooming Hygiene
➢Basic Etiquettes
➢Smile attend to guest as they approach the front desk
➢Recognize guests- Recognition is the powerful tool to use for
regular guests.
➢Wish the guest the time of the day. Welcome to the property.
➢Be polite to guests: Thank you, Excuse me, Pardon me, Please,
May I help you? etc
Competencies of Front Office Professional
➢Avoid mannerism such as touching your hair, scratching oneself,
picking the nose etc.
➢Stand erect
➢Remember guests special needs if any: change room, smoking or non-
smoking area etc.
➢Assist the guest in filling the registration form.
➢Talk softly.
➢Avoid arguing with service staff in front of the guest.
➢Carry pens in the trouser pocket not in the ear or clipped in front of the
jacket.
➢Desist from chewing gum or beetle nut.
➢Present the bill discreetly.
Competencies of Front Office Professional
• Orderliness
➢Guest evaluate property by how you keep your lobby.
➢Keep all forms and formats arranged.
➢Pencils and pens must be in holder.
➢Keep counter tops free from any articles.Kept clean at all times
➢Computers must be kept clean.
➢Ensures that the flower displays in counters are fresh all the
time.
➢Keep the access to the back-office closed at all times.
➢Registration cards and other forms must crisp and clean.
Room Reservations
1. Reservation
systems may be:
•Manual-
•Computerized
Room Reservations
2. Types of Reservation
• Regular Reservations- hold until cut –off date
and time.
• Confirmed Reservations- verified both the hotel
and reservation party.
• Guaranteed Reservations- hold the rooms until
guest arrives. Assure payment: Credit card or
company account; pre payment
Reservation is considered as the starting point of what is called as a guest cycle
1. Pre Arrival: Reservation Stage
• (a)Query about the types of rooms in the hotel
• (b) Availability check for the desired type of room for the given
duration
• (c) Negotiation on the best possible rate for the period. Booking of the
room by the guest.
• (d) Payment guarantee or an advance deposit may be requested by
the hotel and a cut-off date may be given to the guest to make the
deposit.
• Reservation may be given weeks or months in advance of a guest’s
arrival.
• Travel agents and corporate are a major source of reservation for
most hotels in addition to the FITs
Type of Meal
• Buffet- Complimentary Breakfast buffet, Dinner
• American Plan – ( AP) – 3 meals: Breakfast, Lunch and
Dinner; plated
• Continental Plan- A continental breakfast normally consists of
coffee or tea, juice, and bread. The bread may be as simple as
a loaf or as appealing as a basket of freshly baked croissants,
scones, and muffins
• European Plan- ( EP) Room rate only, no meals included
Buffet

English/American
C Breakfast or Plan
Continental Breakfast
Pre-Registration Stage
• Preparing room keys and meal coupons: Room
keys and the meal, coupons are kept in a tray along
with the GRC so that they are handed over to the
guest without any time lapse. Meal coupons are
required if guest has taken a plan in which some or
all the meals are included in his room tariff.
• Instructions to concerned departments: Many a times
some special arrangements are required for a guest
before his arrival
Pre-Registration Stage
• This is also known as the pre-arrival stage. Activities done
on the day of arrival or the previous night come under this
category. All these are preparatory activities before the
physical arrival of the guest in the hotel. This helps in efficient
and quick check-in when a guest physically arrives in the
hotel.
• Blocking of the room- Clean and Neat; Vacant Ready
• Printing of the guest registration card: Guest registration
card or GRC is filled and signed by the guest at the time of
his arrival in the hotel.
• Receptionist takes a print-out of the GRC, in advance,
with all available details such as name of the guest, date of
arrival, departure, type of room, room number, billing
instructions etc. printed on it.
Class activity: Role Playing
• Greetings
• Date of reservation ( Check availability date if any)
• Type of rooms: Preference( discuss the features of rooms
and rates; Meal Plan
• Name of company if any
• Name of the Guests
• Personal information
• Contact no.
• Email address:
• Use Phonetic Alphabet
• Mode of Payment
• Check in time and check out time
• Six o’clock policy
• Send through the confirmation of the Reservation
• Reservation Number
• Thank the guest
RC: Greetings: Reservations Good Morning How can I help you?
G:I would like to make a Room Reservation. Your name please?_______No of pax?
RC:From what date? From (check in)______ to Check-out__________
• Kindly hold mam, I will check if we still have room on that day.
• Thank for patiently waiting mam/sir, Fortunately we still have available rooms on
day.______________________ (State the available rooms )
• Unfortunately, we have only (State the rooms) __________Describe your room features/
Price/ Meal Plan ( 3500.- 15,000);EP, CP, MAP, AP, BB, Buffet.
Ask the name of guest; (Phonetic) Contact No. Email
• How would you like to settle your bill? Cash , Bank Transfer or Credit Card
• We accept Visa , Master Card American Express, Diners Club: Master C Name of the
holder/ Number
• Mam your reservation has been made; and your reservation no.is ________
• Discuss the hotel policy: Check in time____, check out time_______
• We have our six O’clock policy: mam I would like to inform you if you failed to come on
time on time we will give your reservation to our waitlisted guest.
• Present your reservation number as you arrived on:_________
Thank you for choosing PWU Hotel(mention the name of the hotel) . Have a nice day.
Thank you!