Chapter 3 Hotel Reservations

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Chapter 3HotelReservations
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Course Content Flow Chart
History of Hotel Industry
The Lodging Industry
Organizational Structure
Hotel Reservations
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The Guest Cycle

• Cycle Stage Departments
• 1. Pre-arrival
• ______________
• 2. Arrival
• ______________
• 3. Occupancy
• ______________
• 4. Departure
• 
  _______________

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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.

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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

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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 ______________

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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)

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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

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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

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Web Reservations

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

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Marriott San Francisco
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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

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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

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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