2. Describe the elements of the
reservation system
All reservation systems
require:
Ability to check availability via
a chart, computer, or diary
Ability to offer alternatives
when the requested booking
is not available
Ability to provide information
on the costs and product features
(continued)
Slide 2
3. Records the details and requirements of the person
making the reservation
Is a way of recording the acceptable method of
payment
Provides a confirmation of the details
Slide 3
Describe the elements of the
reservation system
4. Manual system:
Used by smaller establishments
Less common today
Cheaper to maintain
Requires duplication in filing –
date/name
The basis for the development of a
computer system
Labour intensive
Slide 4
Describe the elements of the
reservation system
5. Computerized system:
Up to date “real” time information
Greater reporting ability – marketing and profit
Less staff required
What system will work best
for my establishment?
Slide 5
Describe the elements of the
reservation system
6. Slide 6
Types of bookings that may be processed
Accommodation suppliers:
Resorts, guest houses, backpackers,
boutique hotels
Hotel chains – Hilton, Hyatt, Starwood
hotels and resorts, Marriott Hotels,
Accor, Jin Jiang Hotels
Aircraft:
Upgrades to a suite on A380 flights and first
class, business and economy class reservations
(continued)
Describe the elements of the
reservation system
7. Cruise ships:
Variety of rooms available
Increase in destinations -European,
Caribbean, and Asian destinations
Includes all meals
(continued)
Slide 7
Describe the elements of the
reservation system
8. Coaches or buses:
Insight tours, ConTiki,
Globebus, Trafalgar
5 star luxury tours.
Limousines (hire cars/vans – chauffeurs):
Many varieties available - electronic
navigation to assist travellers
(continued)
Slide 8
Describe the elements of the
reservation system
9. Day/extended tours including meals and possibly
accommodation and entrance fees
Dining and meal reservations
Entertainment
Tourist attractions
Events
Slide 9
Describe the elements of the
reservation system
10. How reservations are received:
Telephone
In person – face to face
Mail
Email
(continued)
Slide 10
Describe the elements of the
reservation system
11. Facsimile (fax)
Internet – on-line bookings
Third party reservations – e.g. Wotif,
AsiaRooms
Central reservation service (CRS)
Same chain referrals
“One-time registrations”
Slide 11
Describe the elements of the
reservation system
12. Customers who require reservations
There are 2 types of customers :
The business customer
and
The leisure customer
Slide 12
Describe the elements of the
reservation system
13. Respond to reservations requests
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
Slide 13
14. 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)
Slide 14
Respond to reservations requests
15. Contact details
Number of rooms
Special requirements – baby facilities,
handicapped needs, religious requirements.
Cost / Do you have a budget?
Slide 15
Respond to reservations requests
16. 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?
Slide 16
Respond to reservations requests
17. 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
Slide 17
Respond to reservations requests
18. Advise customer of availability of requested booking:
Check availability
Know the reservation systems
Be familiar with airlines, hotels, events
(Continued)
Slide 18
Respond to reservations requests
19. Terms and conditions of booking request – restrictions,
minimum numbers, method of payment
Product knowledge – leads to selling techniques
Slide 19
Respond to reservations requests
20. 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)
Slide 20
Respond to reservations requests
21. Suitable alternative means
Knowledge of:
Seasonal influences
Local attractions
Tourist developments
Natural Heritage Sites
Local markets
Museums
Sport events
Theatre
Slide 21
Respond to reservations requests
22. 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
Slide 22
Respond to reservations requests
23. Offer advice and information about available products,
services and facilities:
Apply selling techniques
Know your market
Slide 23
Respond to reservations requests
24. Respond to questions asked by customer:
Know your product:
• Advise customers of the features and benefits of
your product
Slide 24
Respond to reservations requests
25. 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
Slide 25
Respond to reservations requests
26. Enter reservation details into system
Record reservation details:
Dates – Arrival and Departure
Name of the guest
Type of room/request – usually affects the rate quoted
Time of arrival – 24 hour clock
(continued)
Slide 26
27. Number of guests
Rate code
Market segment
An indication of the type of reservation
Slide 27
Enter reservation details into system
28. Examples of Market segments
Slide 28
Enter reservation details into system
29. Address
Contact details
Passport number
Slide 29
Enter reservation details into system
30. Method of payment:
• Terms and conditions attached to payments
Special requests
Confirmation number
Date and taken by information
Slide 30
Enter reservation details into system
31. 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
Slide 31
Enter reservation details into system
32. Update and utilize existing customer history
Providing Customer Service:
Using Guest History profiles will provide you with the
customer details and any special requests
Slide 32
Enter reservation details into system
33. 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
Slide 33
Enter reservation details into system
34. 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
Slide 34
Enter reservation details into system
35. 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
Slide 35
Enter reservation details into system
36. Confirm booking details with customer on completion of
data entry:
Confirm all the reservation details:
• Verbally
• In writing
Slide 36
Enter reservation details into system
37. Explain relevant reservation issues:
Arrival and departure times
Transfer of information
Payment
Refunds, surcharges and exchange policies
Slide 37
Enter reservation details into system
38. Accept payment for reservations:
Credit card
Cash
Company charge
Vouchers
Cheques/checks
Deposits
Slide 38
Enter reservation details into system
39. 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
Slide 39
Enter reservation details into system
40. Generate reservation related documentation
What documentation is required:
Receipts
Invoices
Vouchers
Confirmation letter
Information packs and brochures
Slide 40
Enter reservation details into system
41. 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
Slide 41
Maintain reservations
42. 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
Slide 42
Maintain reservations
43. Ways to follow up on unconfirmed reservations
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
Slide 43
Maintain reservations
44. 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
Slide 44
Maintain reservations
45. Communicate reservation details to others
Different departments for different requests
Communication with other departments for a hotel
reservation:
• Front Office
• Concierge
• Housekeeping
• Maintenance
• Sales and Marketing
(continued)
Slide 45
Maintain reservations
47. 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?
Slide 47
Maintain reservations
48. External organizations:
Airlines
Taxis, hire cars and bus operators
Local shops and restaurants
Tourist attractions
Travel agents
Doctors and Medical clinics
Slide 48
Maintain reservations
49. 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
Slide 49
Maintain reservations