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Chapter 3 Hotel Reservations

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Accept & process advanced hotel room reservations ... Expedia, Travelocity, Yahoo Travel, etc. Marriott San Francisco. Reservations Terminology ... – PowerPoint PPT presentation

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Title: Chapter 3 Hotel Reservations


1
Chapter 3HotelReservations
2
Course Content Flow Chart
History of Hotel Industry
The Lodging Industry
Organizational Structure
Hotel Reservations
3
The Guest Cycle
  • Cycle Stage Departments
  • 1. Pre-arrival
  • ______________
  • 2. Arrival
  • ______________
  • 3. Occupancy
  • ______________
  • 4. Departure

  • _______________

4
Responsibilities of Reservation Department
  • Monitor room availability
  • Accept process advanced hotel room
    reservations
  • Coordinate with the sales department on
    convention or group reservations
  • Knowledge of
  • __________________
  • __________________
  • __________________
  • Key Duty - To sell every available room at the
    most profitable rate.

5
Reservation Record
  • Expected arrival
  • Number of nights
  • Expected departure
  • Room rate
  • Reservation type
  • Guarantee method
  • Guest name address
  • Telephone number
  • Group/company name
  • Number in party
  • Person making reservation
  • Special requirements

6
Reservation Types
  • Guaranteed
  • __________________________
  • ___________ ____________ ___________
  • Guest is billed even if they do not use the room
  • Non-Guaranteed
  • __________________________
  • Not accepted as hotel nears full occupancy
  • Confirmed
  • Hotel verifies that a guest has a reservation
  • Can be ___________ or ______________

7
Group Reservations
  • Block
  • A number of rooms set aside for a group
  • Booked
  • Rooms actually __________ by group members
  • Reservation agents should ask guests if they are
    associated with a group
  • Cut-off Date
  • Date when group blocked rooms return to hotel
    room inventory (30 days prior to arrival)

8
Group Reservations
  • Wash (down)
  • Blocking fewer rooms than requested by the group
    based upon past group history
  • Displacement
  • Turning away Free Independent Traveler (FIT)
    guests for lack of rooms due to group business

9
Ways to Make a Reservation
  • Mail
  • Telephone
  • Central Reservation System (CRS)
  • More than 80 of Hotels have a CRS (1-800 number)
  • In-House (Walk-In)
  • Website (Third Party or Property Website)
  • 94 of hotels have property websites
  • 91 can receive online reservations

10
Web Reservations
  • Hotel Property Website
  • Third-Party
  • Expedia, Travelocity, Yahoo Travel, etc.

11
Marriott San Francisco
12
Reservations Terminology
  • Overbooking
  • Accepting more reservations than rooms
  • Walk
  • Send a guest with a guaranteed reservation to
    another comparable hotel
  • Usually pay for room, cab, and phone call
  • No-show
  • Guest who made a reservation but did not arrive
  • Guaranteed reservations are still charged

13
Reservation Reports
  • Turnaway Report
  • Tracks number of reservations refused because
    rooms were not available
  • Revenue Forecast Report
  • Multiply projected occupancy by room rates
  • Expected Arrivals Departures
  • Lists check-ins, check-outs, and stayovers

14
Potential Reservation Problems
  • Errors in Reservation Records
  • Should repeat information back to caller
  • Jargon Misunderstandings
  • Confirmed vs. guaranteed
  • CRS Website Failures
  • Miscommunication with hotel
  • Notify as you approach full occupancy
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