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Describe the elements of the
reservation system
1
All reservation systems
require:
1. Ability to check availability
via
a chart, computer, or diary
2. Ability to offer alternatives
when the requested booking
is not available
3. Ability to provide information
on the costs and product
features
(continued)
Receive and Process Reservations Slide 2
Describe the elements of the
reservation system
1. Records the details and requirements of the
person making the reservation
2. Is a way of recording the acceptable method of
payment
3. Provides a confirmation of the details

Receive and Process Reservations Slide 3

Describe the elements of the
reservation system
2
Manual system:
1. Used by smaller establishments
2. Less common today
3. Cheaper to maintain
4. Requires duplication in filing –
date/name
5. The basis for the development of a
computer system
6. Labour intensive

Receive and Process Reservations Slide 4

Describe the elements of the
reservation system
Computerized system:
1. Up to date “real” time information
2. Greater reporting ability – marketing and profit
3. Less staff required
4. What system will work best
for my establishment?

Receive and Process Reservations Slide 5

Describe the elements of the
3
reservation system
Types of bookings that may be processed
1. Accommodation suppliers:
2. Resorts, guest houses, backpackers,
boutique hotels
3. Hotel chains – Hilton, Hyatt, Starwood
hotels and resorts, Marriott Hotels,
Accor, Jin Jiang Hotels
4. Aircraft:
5. Upgrades to a suite on A380 flights and first
class, business and economy class reservations
(continued) Receive and Process Reservations Slide 6
Describe the elements of the
reservation system
Cruise ships:
1. Variety of rooms available
2. Increase in destinations -European, Caribbean,
and Asian destinations
3. Includes all meals
(continued)

Receive and Process Reservations Slide 7

Describe the elements of the
reservation system
4
4. Coaches or buses:
5. Insight tours, ConTiki,
Globebus, Trafalgar
6. 5 star luxury tours.
7. Limousines (hire cars/vans – chauffeurs):
8. Many varieties available - electronic
navigation to assist travellers
9. (continued)

Receive and Process Reservations Slide 8

Describe the elements of the
reservation system
1. Day/extended tours including meals and possibly
accommodation and entrance fees
2. Dining and meal reservations
3. Entertainment
4. Tourist attractions
5. Events

Receive and Process Reservations Slide 9

Describe the elements of the
reservation system
How reservations are received:
1. Telephone
2. In person – face to face
3. Mail
4. Email
(continued)

Receive and Process Reservations Slide 10

Describe the elements of the
reservation system
5. Facsimile (fax)
6. Internet – on-line bookings
7. Third party reservations – e.g. Wotif,
AsiaRooms
8. Central reservation service (CRS)
9. Same chain referrals
10. “One-time registrations”

Receive and Process Reservations Slide 11

Describe the elements of the
reservation system
Customers who require reservations
There are 2 types of customers :
1. The business customer
2. and
3. The leisure customer

Receive and Process Reservations Slide 12

Respond to reservations requests
5
Acknowledge the customer making a reservation:

 Use appropriate greeting

 Never leave a guest waiting for attention
 Follow the establishment’s policies and procedures
 Maintain eye contact –
where applicable
 Communication etiquette –
no jargon
 Be aware of cultural needs

Receive and Process Reservations Slide 13

Respond to reservations requests
6
Identify required reservation details:
 Dates – arrival and departure dates
 Ask the right questions e.g. hiring a car –
where do you want to go? Car size,
4 x 4 or sedan? Number of passengers?
Luggage? Do you have a valid licence?
Can you spell that?
 Type of booking accommodation,
transport or tours
 Guest name
(continued)

Receive and Process Reservations Slide 14

Respond to reservations requests
 Contact details
 Number of rooms
 Special requirements – baby facilities,
handicapped needs, religious requirements.
 Cost / Do you have a budget?

Receive and Process Reservations Slide 15

 Respond to reservations requests

Ask the right questions

Case Study 1:

You have received a phone call from Mai who is the manager
of a Travel and Tour company. She is putting together a
package for a Pharmaceutical Convention coming to your city.

What questions do you need to ask of Mai?

Receive and Process Reservations Slide 16

 Respond to reservations requests
Mai’s request
Case Study 2:
 Mai’s Pharmaceutical Convention will be in town for 4 days
 Airport arrival will be at 10.00am
 There are 50 doubles, 12 singles and 2 triples (in this
convention. This totals 118 guests. They expect to pay
no more than US$180.00 per room)
 Meal arrangements – breakfast and lunch will be provided
every day for delegates
 The Itinerary is as follows:
• Day 1: Registration and welcome drinks from 16.30 – 20.30
• Day 2: Convention from 09.00 – 16.30
• Day 3: Site seeing – arranged for the convention group
• Day 4: End of conference – arrange to depart at 10.00

Receive and Process Reservations Slide 17

Respond to reservations requests
Advise customer of availability of requested booking:
 Check availability
 Know the reservation systems
 Be familiar with airlines, hotels, events
(Continued)

Receive and Process Reservations Slide 18

Respond to reservations requests
 Terms and conditions of booking request – restrictions,
minimum numbers, method of payment
 Product knowledge – leads to selling techniques

Receive and Process Reservations Slide 19

Respond to reservations requests
7
Offer alternative if requested booking is unavailable:
 Advise of waitlist options or standby – know policies and
procedures for overbooking
 Offer alternate times, dates, type etc
 Over-book
 Recommend suitable alternatives
(continued)

Receive and Process Reservations Slide 20

 Respond to reservations requests
Suitable alternative means
Knowledge of:
 Seasonal influences
 Local attractions
 Tourist developments
 Natural Heritage Sites
 Local markets
 Museums
 Sport events
 Theatre

Receive and Process Reservations Slide 21

Respond to reservations requests
Role Play: Reservations staff
Staff member who is unable to assist the customer with a
reservation:
 Person 1: Pretends to answer the phone, uses appropriate
greeting
 Person 2: Pretends to be on the phone and wants to make a
reservation
 Person 1: Unable to help, must ask them
to go on waitlist or offer an
alternative
 Swap roles

Receive and Process Reservations Slide 22

Respond to reservations requests
Offer advice and information about available products,
services and facilities:
 Apply selling techniques
 Know your market

Receive and Process Reservations Slide 23

Respond to reservations requests
Respond to questions asked by customer:

 Know your product:

• Advise customers of the features and benefits of

your product

Receive and Process Reservations Slide 24

Respond to reservations requests
When responding to questions and making a sale:
 Capture attention of the customer
 Maintain their interest
 Create a desire
 Read buying signals
 Close the sale

Receive and Process Reservations Slide 25

Enter reservation details into system
Record reservation details: 8

 Dates – Arrival and Departure

 Name of the guest
 Type of room/request – usually affects the rate quoted
 Time of arrival – 24 hour clock
(continued)

Receive and Process Reservations Slide 26

Enter reservation details into system
 Number of guests
 Rate code
 Market segment
 An indication of the type of reservation

Receive and Process Reservations Slide 27

Enter reservation details into system

Examples of Market segments

Receive and Process Reservations Slide 28

Enter reservation details into system
 Address
 Contact details
 Passport number

Receive and Process Reservations Slide 29

Enter reservation details into system
 Method of payment:

• Terms and conditions attached to payments

 Special requests

 Confirmation number

 Date and taken by information

Receive and Process Reservations Slide 30

Enter reservation details into system
Activity:
Using your reservation form work in pairs to record the following
reservations:
 Role play one of the following situations, then change roles so you each
have a chance to be the reservation clerk and role play a different
situation
 Guest – make up a name and have a special requirement such as
feather pillows, single beds, a view, non-smoking, paying by credit card:
• Book a room for a father and 12 year old son
• Book a room for your boss to attend a conference
• Book a room in Bali for a couple to spend a romantic getaway
holiday
• Book a room for yourself and a friend to go to the theatre
• Book a room for yourself as cheap as possible for tonight

Receive and Process Reservations Slide 31

Enter reservation details into system
Update and utilize existing customer history

Providing Customer Service:

 Using Guest History profiles will provide you with the

customer details and any special requests

Receive and Process Reservations Slide 32

Enter reservation details into system
Sharing data with relevant departments
You can share this history data with other departments:
 Housekeeping
 Food and Beverage Outlets
 Car service and maintenance
 Sales and marketing
 Airline Catering – dietary requirements

Receive and Process Reservations Slide 33

Enter reservation details into system
Activity

From this reservation information select the data and describe

which department it needs to go to:

Mr. and Mrs. Smith will be returning to the hotel for 4 nights. They
have 2 children aged 2 and 5. It is Mrs. Smith’s
birthday on the second night. The family
have a room rate that includes breakfast
every day in the Lotus Flower restaurant.
They have a hire car with them for the
days they are here

Receive and Process Reservations Slide 34

Enter reservation details into system
Confirm existing data:

 Use a suitable phrase to confirm you have the correct

guest and the right history details

 Confirm special requests – non-smoking room or baby cot

– this may no longer be required

Receive and Process Reservations Slide 35

Enter reservation details into system
Confirm booking details with customer on completion of
data entry:
 Confirm all the reservation details:
• Verbally
• In writing

Receive and Process Reservations Slide 36

Enter reservation details into system
Explain relevant reservation issues:
 Arrival and departure times
 Transfer of information
 Payment
 Refunds, surcharges and exchange policies

Receive and Process Reservations Slide 37

Enter reservation details into system
9
Accept payment for reservations:
 Credit card
 Cash
 Company charge
 Vouchers
 Cheques/checks
 Deposits

Receive and Process Reservations Slide 38

Enter reservation details into system
File reservation
How is information filed:
 Manually:
• Numerically or alphabetically
• Both as back up
 Electronically:
• Unlimited search functions - name,
date, company
• Disc back up systems and reports

Receive and Process Reservations Slide 39

Enter reservation details into system
Generate reservation related documentation
10
What documentation is required:

 Receipts

 Invoices

 Vouchers

 Confirmation letter

 Information packs and brochures

Receive and Process Reservations Slide 40

Maintain reservations
The nature of customers means they will need to change
reservation information.
What needs to be changed:
 Length of stay
 Altering a flight or travel details
 Changing times and customer numbers
 Updating customer contact details
 Altering billing details or
making a payment
 Change or add special requests

Receive and Process Reservations Slide 41

Maintain reservations 11
Process to change or cancel reservations:
 Always locate the original reservation
 Verify that you have the correct guest
 Discuss the changes to be made
 Check whether it is possible to make these changes
 Process cancellation and refund if applicable
 Provide a cancellation number
 Otherwise make changes or sell alternatives
 Confirm changes and costs if any
 Thank caller, close with a suitable phrase

Receive and Process Reservations Slide 42

Maintain reservations
Ways to follow up on unconfirmed reservations
12
 Contact customers who have not paid for their
reservations
 Solicit payment or balance of payment
 Advise the customer of the status of a
reservation that has not been paid.
It will not be guaranteed (or kept)
for the arrival date without
full payment
 Make courtesy reminder calls
 Advise the customer of the enterprise
requirements for charges and
cancellation fees

Receive and Process Reservations Slide 43

Maintain reservations
Update internal records, documents and files as required:
 When new information is received update all records:
 New information can arrive both from
external sources or internally from
other departments.
 Remember you are “accumulating” a
history on your customers
 This may involve other departments
within your establishment
 File or store any “written” documents
that arrive

Receive and Process Reservations Slide 44

Maintain reservations
Communicate reservation details to others
13
 Different departments for different requests
 Communication with other departments for a hotel
reservation:
• Front Office
• Concierge
• Housekeeping
• Maintenance
• Sales and Marketing
(continued)

Receive and Process Reservations Slide 45

Maintain reservations
 Accounting
 Food and Beverage
 Security
 Management

Receive and Process Reservations Slide 46

Maintain reservations
14
Notify external organisations in relation to reservations:
 It is always important to think about external
organizations that will also be affected by reservations at
your establishment
 What impact would an international doctors conference
involving over 500 delegates from all around the world
arriving in your city for 4 days have on the local
organisations?

Receive and Process Reservations Slide 47

Maintain reservations
External organizations:
15
 Airlines
 Taxis, hire cars and bus operators
 Local shops and restaurants
 Tourist attractions
 Travel agents
 Doctors and Medical clinics

Receive and Process Reservations Slide 48

Maintain reservations
Activity
Internal and external communications:

1) When a tour group arrives at your hotel what

reservations related documentation needs to be
distributed to the other departments within a hotel?

2) You book a yacht to take a group of people on a

fishing trip for 2 nights. Describe the other
business that would need to contribute to
arranging for this yacht ready for the charter:

 Identify the documentation you would need to send

to each establishment to request their services

Receive and Process Reservations Slide 49

 Completion of unit:
Receive and process reservations

Receive and Process Reservations Slide 50