TLE9-Front office services-Quarter-1
Lesson 1 - RECEIVE AND PROCESS RESERVATIONS
This resource aims to help you hone your skill in receiving reservations using a competency-based approach. The module is designed to help you learn the reservation process quickly.
All the activities are designed to be highly interactive and approximate real reservation environments and computerized reservation systems of a hotel or resort.
Lesson 1.1- Receive Reservation Request
This lesson with the learning competencies discusses and explains effective telephone standards with appropriate concepts on the reservation process for tourism or hospitality products or services offered for sale through agents or directly to the clients. It also details the Property Management System (PMS) which compiles hotel guests' activities and dealings. Telephone verbiage will give learners the effective understanding in following standards upon taking reservations.
Objectives
At the end of this lesson, you are expected to:
- determine and advise the availability of the reservation to the customer
- offer alternatives, including waitlist options, if the requested booking is not available
- respond to inquiries regarding rates and other product features according to established procedures
Hotel Reservation through Phone
Imagine yourself being in the office where all the people are busy doing their daily tasks, and then suddenly the telephone near you rings and someone approaches you to answer the call. What should you do?
Here are some tips on how you will handle phone call
1. Remember to answer all calls in a clear upbeat tone and within 3 rings.
2. Make sure you answer each call in the correct manner according to where each call originates.
3. If you respond to a call but you can't hear anything at all, repeat your greetings 3 times and then apologize explaining that you can't hear anything. Ask the mystery caller to try calling back on a different line before hanging up.
4. As a security measure remember to never give out a guest room number to an outside caller or caller calling on a house phone. Put callers through and leave it up to the guests themselves to inform
callers of their room numbers.
When answering calls ensure that your callers are aware of the following:
1. That the correct outlet has been called (when appropriate)
2. That the correct property has been called (when appropriate)
3. Who they are speaking to (when appropriate)
4. That you are professional in your approach
5. That you are willing to provide friendly service
Always remember these in answering calls.
1. The greeting must be clear
2. The telephone must be answered within three rings.
3. State the name of the guest since this will appear in the telephone console
Example: The accounting department. Good afternoon! This is Sally, how may I help you, Mr. Harold?
Telephone Etiquette
1. Always identify yourself at the beginning of all calls.
A) When in the office, always answer the telephone by saying: <Good Morning, Accounting Department, SyndiSeid speaking. How may I help you?=
B) From a cell phone, state your name, Hello, SyndiSeid here. Do not answer by using words such as <yeah= or <yes.=
C) When placing a call, always state your name along with the name of the person you are calling. Example: <Hello, my name is John Doe from XYZ Corporation. May I please speak with Ms. Jane Smith?=
2. Be sensitive to the tone of your voice.
Do not sound overly anxious, aggressive, or pushy. Your tone must convey authority and confidence. Do not lean back in your chair when speaking on the telephone.
Tip: Sit up in your chair or stand during the conversation. When at home, use a personal tape recorder to privately record your own conversations. You will then hear how you sound to others.
3. Think through exactly what you plan to say and discuss BEFORE you place a call.
Tip: Jot down the items you want to discuss and questions you want answered. In other words, anticipate and expect you will be placed into a voicemail system; plan your message to be as direct
and specific as possible, asking the person to respond to specific alternatives or questions. Do not say, <Hello, it's Syndi, call me back.= At least state the subject about which you want the person
to call you back.
4. Do not allow interruptions to occur during conversations.
Do not carry on side conversations with other people around you. The person on the telephone takes
precedence over someone who happens to walk into your office or passes by while you are on the phone.
Tip: If you must interrupt the conversation, say to the person, <Please excuse me for a moment I'll be right back.= And when you return, say, <Thank you for holding.=
5. Especially when leaving messages, speak clearly and slowly.
Do not use broken phrases, slang, or idioms. Always, always leave your return telephone number as part of your message, including the area code . . . and S-L-O-W-L-Y, including REPEATING your telephone number at the end of your message.
Tip: Practice leaving your number, by saying it aloud to yourself as slowly as you have heard an informational operator say it.
6. Always speak into the telephone receiver with an even and low tone of voice. Especially when speaking on a cell phone out in public, be sure to monitor how loud you may be.
Tip: Move the phone earpiece just slightly away from your ear and listen to yourself speaking. Discover whether you are speaking too loudly or too quietly for the other person to hear you.
7. Do not allow yourself to be distracted by other activities while speaking on the telephone, such as rustling papers, chewing and eating, working on the computer, or speaking with someone
else.
Tip: Always treat every caller with the utmost courtesy and respect by giving him/her your undivided attention.
Sample telephone verbiage for taking reservations:
1. FO staff informs the caller that he/she will be processing the reservation.
Example: <This is room reservations, my name is (reservationist name) and I will be taking your reservations (guest name)
2. FO Staff will then ask the following questions for record purposes.
a. Customers name
Example: <May I have your name?= or
<May I have the name of the person you are booking for?=
b. Date of arrival
Example: <May I have your arrival date Mr. Smith?=
c. Number of nights
Example: <How many nights would you be staying Mr. Smith?
d. Number of rooms required
Example: “How many rooms would you be needing Mr. Smith?”
e. Type of room and their respective rates
Example: “What type of room would you be needing Mr. Smith?
We offer the Executive De Luxe room at $200.00, while the
Superior De Luxe room is at $300.00 rate.”
f. Company affiliation
Example: “Do you have any company affiliation Mr. Smith?”
Establishing Availability
Here are the steps to be undertaken by the Front Office to ensure the
availability of hotel properties.
1. Check for Availability - Check availability using the reservation system in
your property
2. Checking for availability may include inputting the following:
- Arrival Date
- Number of nights
- Number of adults
- Number of room
- Rate code
3. FO staff then advises the caller of the availability
Example verbiage:
“We do have an Executive De Luxe Room available on the 28th
of August Mr. Smith for $230 per room per night exclusive of service
charge and taxes.”
4. FO staff will advise the caller of the inclusions of the rate quoted
Example verbiage:
“The rate is inclusive of full buffet breakfast; pre-dinner
cocktails; complimentary 5 pieces of laundry every day, roundtrip
airport transfers, local calls, and the use of the facilities like the gym,
swimming pool, and outdoor Jacuzzi.”
5. Multiple scenarios in availability:
If the caller has no company affiliation but is a returning guest, check
his history in the system. Offer the same package if it is still valid but
upsell to a higher room category.
Example: “Mr. Smith, the package you availed on your last stay
is still valid but you are very fortunate because we have an
available Superior Deluxe on September 9 and this room is more
spacious and has larger windows and a fantastic view.”
If the package is no longer available, offer the existing package.
Example: “Mr. Smith, the package you availed on your last stay
is not valid anymore. However, we are offering you another
exciting package.”
If the first rate offered is not acceptable to the caller, we should
determine their specific needs and or price threshold and negotiate a
rate slightly above the caller’s budget, ensuring there is availability
and the rate sold is within the guidelines of the Selling Strategy.
Example: “Mr. Smith, may we know what budget are you
looking at for this stay?”
If the room is not available:
The FO staff must offer an alternative
“I am sorry but we don’t have any available Executive room on
the 28th of August Mr. Smith. Would you like me to book you to
a Superior Room instead?
The FO staff must offer another room type, another day, or offer
the reservation to be waitlisted.
“Would you like to move your reservation to another date?”
“Would you like me to put your reservation on the waitlist Mr.
Smith?
If the room is available
The reservation agent offers to make a reservation.
“Would you like me to make a reservation for you Mr. Smith?
Property Management System
Property Management System (PMS) is a hotel computer system that
networks the software and hardware used in reservation and registration
databases, point-of-sale systems, accounting systems, and other office
software. It is the databank of collected revenue-generating and non-revenue-generating activities of guests in the hotel. One major component of the
Property Management System is the Front Office Computer System, which
manages reservation data, and the movement of room usage, determines
revenue whether daily, weekly, monthly, or on an annual basis, and maintains
all records and accounts of the hotel.
Guaranteed and Non-Guaranteed Reservations
There are two types of reservations done in the hotel; they are guaranteed reservations and non-guaranteed reservations (Education
Institute American Hotel and Motel Association)
1. Guaranteed Reservations - Hotel accepts prepayment from the guest and holds the room
whether the guest arrives at the hotel or not. Cancellation depends on
the hotel policy and as agreed upon by the guest and hotel.
2. Non-guaranteed Reservations -
The hotel holds the room until a specified time. The hotel has an
option to sell the room to another guest after the release. This is to
ensure that opportunities are given to another guest who may want to
book in the hotel. For some hotels with a very high guaranteed deposit,
they do not accept non-guaranteed reservations.
Forms of settlement of guest
1. Prepayment is payments made in advance through mail; walk-in and
other methods that guest can pay in advance or before their stay.
2. Advance deposits are partial payments made by the guest for his
entire stay. These usually are estimated first-day stay room charges.
3. A Credit Card is a pre-authorized payment enabling the hotel to block a
certain amount in the credit card to be used as payment for guests.
This can also be a direct sale on the credit card.
4. Send Bill arrangements, where all the bills are settled by:
Travel agencies make the deposit as the guest is a third party in the
agreement.
Corporate accounts are arrangements between the company and the
hotel. The hotel upon evaluation grants a credit line that can be
used by the company. Company guest is billed through their
company account and sent by the hotel for billing purposes. Under
this arrangement, special rates are being given by the hotel to entice
companies to book in the hotel.
Room Rates
Some of the special room rates offered in the hotel are:
1. Commercial rate or Corporate rate
2. Complimentary rate for business promotion
3. Group rate for a predetermined number of affiliated groups
4. Family rate for parents and children sharing the same room
5. Day rate for less than an overnight stay
6. Package plan rate for guestrooms sold in a package that includes
special events or activities.
Overbooking
It means accepting more reservations than the hotel can fill.
Availability board
It is a convenient visual guide for controlling overbooking. It reflects
the true picture of the room availability status for six months.
Foreign Individual Tourist Traveller
The guest is alone and he/she does not join other groups.
No Show
The "No Show" means that the room is reserved but not in use or the
reservation has been canceled.
QUIZ # 1
A. MULTIPLE CHOICE
Directions: Read the statement below and choose the letter of the
correct answer. Write your answer on a separate sheet.
1. How many rings before you answer phone calls?
a. 2 b. 3 c. 4
d. 5
2. In answering phone call, what should be avoided?
a. “Hello, Good morning, Accounting Department, Mercy
speaking.”
b. “Hello, my name is John Paul from ABC Corporation, may I
know your name?”
c. Good Afternoon, this is Susie, how may I help you?
d. Yes, this is Syndi, how may I help you?
3. In order, what questions a Front Office Staff must ask for record
purposes?
a. Customer’s name, number of nights, company affiliation
b. Customer’s name, date of arrival, company affiliation
c. Customer’s name, date of arrival, no. of nights, no. of room,
no. of room required, company affiliation
d. Date of arrival, customer’s name, company affiliation, no. of
nights
4. Following are forms of settlement of guest, except:
a. Pre-payment
b. Credit card
c. Send agreement
d. Property management system
5. This kind of settlement is between the company and the hotel. The
hotel grants a credit line that can be used by the company.
a. Pre-payment
b. Credit card
c. Send bill agreement
d. Property management system
B. TRUE OR FALSE
Direction: Write True if the statement about proper telephone
etiquette is correct, else write False if it is wrong.
1. When in the office, always answer the telephone by saying: “Yes Sir,
how may I help you?”
2. Jot down the items you want to discuss and questions you want to answer during the telephone inquiry.
3. Always speak to the telephone receiver with an aggressive and
overly anxious voice.
4. Do not allow interruptions to occur during conversations.
5. Build the habit of always turning off your cell phone ringer when
entering a meeting.
6. For security reasons, do not identify yourself at the beginning of all
calls.
7. Think through exactly what you plan to say and discuss after you place
a call.
8. Do not use broken phrases, slang or idioms when leaving a message.
9. Always treat every caller with utmost courtesy and respect by giving
him/her your undivided attention.
10. During phone conversation, it is important that your tone conveys
authority and confidence.
PERFORMANCE TASK # 1
A. CHECKLIST
Direction: Evaluate yourself by completing the self-check. After each
item, place an X in the box that best describes your accomplishment.
If a performance element was not applicable, or impossible to
accomplish, put an X in the N/A box.
B. ROLE PLAYING
Direction: Let the students practice appropriate telephone verbiage for
taking reservations. The scoring rubrics below will be a guide for your performance.
Lesson 1.2
Record Details of Reservation
This lesson with the learning competencies give learners effective standard on the use of a guest history system with the process of reservation record and provide an actual performance which are highly interactive and approximate real reservations environment and computerized reservation system of a hotel or resort.
Objectives
At the end of this lesson, you are expected to do:
1. record complete customer details accurately against his/her booking in a manner which ensures correct interpretation by others who may access the reservation details
2. check customer profile or history, if available, and use the information to assist in making the reservation to improve customer service
3. Record special requests clearly in accordance with established requirements
4. File reservations in a manner which ensures easy access by others and is accordance with established procedures.
5. Prepare and issue documents and other materials to the customer in accordance with the requirements of the specific reservation
Taking Reservation Details
The task of the Front Office to take and record the reservation details of customers is somewhat similar to a cashier who takes customer orders in a fast food chain. It starts from knowing the customer’s demand, then preparing for the product to be served.
General steps on how to use the guest history system
1. Access the guest history system on the computer when taking reservations.
1.1 Ask the caller if he has previously stayed in your hotel.
1.2 If the caller is a returning guest, retrieve the guest history file in the property’s computerized system.
1.3 Double check the guest record by asking the caller’s information stated in his guest history
2. Use guest history to personalize service
2.1 Mention the last room used by the caller.
2.2 Ask if the caller prefers his last arrangement. Otherwise upsell and offer other rooms and features.
3. Always exercise caution in using guest profile.
3.1 Do not give out all information about the caller.
3.2 Use the information to up sell
Processing Reservation Records
1. Input the reservation information on the reservation record.
1.1 Ask for and enter the guest’s last name, first name and middle initial.
1.2 If the guest has title, enter it in the system
1.3 Indicate the mailing address and contact number.
1.4 Ask if the caller is making the reservation for another person.
1.5 Ask for the contact number of the person who should be contacted for the reservation
1.6 Ask for the arrival and departure date
1.7 Enter the number of people sharing the room
1.8 Confirm the room type, room rate and any special request
1.9 Enter the rate code
2. Guarantee the reservation
2.1 Ask the caller which credit card he would like to guarantee the reservation.
2.2 Explain guaranteed or non-guaranteed reservation
2.3 Explain the cancellation policy of the hotel
3. Confirm and enter the method of the guarantee
3.1 Inform callers that their credit card or direct billing account will be billed if they fail to show up during the time of check in
3.2 Input in the system the reservation guarantee.
3.3 Enter the reservation is non-guaranteed so that the system can release the reservation given the standard time set by the property.
4. Repeat the details of the reservation- Repeat the reservation details to verify what is inputted in the system
5. Give confirmation number- In a computerized reservation environment, this is automatically generated by the system.
6. Enter the reservationist-MSome hotels, there is a specific field in the reservation field that reservationist input their names for proper trace.
7. Thank the guest- Do not hang up the phone first as the guest may have additional requirements. Let the caller hang up the phone first.
Sample telephone verbiage for taking reservations:
1. FO staff informs the caller that he/she will be doing the reservation process of the caller.
“This is room reservations, my name is (reservationist’s name) and I will be taking your reservations (guest name)
2. FO Staff will then ask the following questions for record purposes.
3. Customer’s name
“May I have your name?” or “May I have the name of the person you are booking for?”
4. Date of arrival
“May I have your arrival date Mr. Smith?”
5. Number of nights
“How many nights would you be staying Mr. Smith?
6. Number of room required
“How many rooms would you be needing Mr. Smith?”
7. Company affiliation
“Do you have any company affiliation Mr. Smith?”
8. Check for Availability
Check availability using reservation system in your property
9. Checking for availability may include inputting
Arrival date / Departure date
Number of nights
Number of adults
Number of rooms
Type of rooms
Scratch name
Scratch company
Scratch agent
Rate code
10. FO staff then advises the caller of the availability
Example verbiage:
“We do have an Executive De Luxe Room available on the 28th of August Mr. Smith for $230 exclusive of service charge and taxes.”
11. FO staff will advise caller of the inclusions of the rate quoted
Example verbiage:
“The rate is inclusive of full buffet breakfast; pre-dinner cocktails; complimentary 5 pieces of laundry every day, roundtrip airport transfers, local calls, and the use of the facilities like the gym, swimming pool and outdoor jacuzzi.”
12. Multiple scenarios in availability:
If the caller has no company affiliation but is a returning guest, check his history in the system. Offer the same package if it is still valid but upsell to higher room category.
“Mr. Smith, the package you availed is still valid but you are very fortunate because we have an available Superior De Luxe on September 9 and this room is more spacious and has larger windows and a fantastic view.”
If the package is no longer available, offer existing package.
“Mr. Smith, the package you availed on your last stay is not valid anymore. However, we are offering you another exciting package.”
If the first rate offered is not acceptable to the caller, we should determine their specific needs and or price threshold and negotiate a rate slightly above the callers budget, ensuring there is availability and the rate sold is within the guidelines of the Selling Strategy.
“Mr. Smith, may we know what budget are you looking at for this stay?”
If the room is not available:
The FO staff must offer an alternative
“We don’t have any available Executive room on the 28th of August Mr. Smith. Would you like me to book you to a Superior Room instead?
The FO staff must offer another room type, another day, or offer the reservation to be waitlisted.
“Would you like to move your reservation to another date?”
“Would you like me to put your reservation on waitlist Mr. Smith?”
If the room is available
FO staff offers to make a reservation.
Sample verbiage:
“Would you like me to make a reservation for you Mr. Smith?”
Input caller’s details in the reservation system which includes the mode and process of payment for product and services.
13. Obtain other reservation details including:
Smoking or non-smoking room
“Mr. Smith would this be smoking or non-smoking room?”
Type of room
“Mr. Smith would this be a king size or twin size bed?”
Time of arrival
“Mr. Smith may I know your estimated time of arrival?”
Mode of payment
“How would you like to guarantee your reservation?
If credit card, get number and expiration date
“May I have your credit card number and expiration date?”
If cash, advice the caller that a deposit of one night room charge is required. (rate of room agreed upon by both parties) and, that if on the day of the arrival and no deposit has been obtained, the reservation could be released after 4:00 PM.
“Mr. Smith, may we ask for a deposit of one night room charge to guarantee your room.”
If guest does not want to give deposit
“Mr. Smith, we would like to inform you that we will be holding your room until 4:00 pm on the date of your arrival. You can still check in after the said time, but depending on the room availability on that day.”
Flight details and transportation requirements of the guest.
“May I have your flight details Mr. Smith? Do you wish to arrange for a Limousine pickup from the airport?”
Ask the caller if he/she would need anything else
“Would there be anything else Mr. Smith?”
14. Recap the details of the reservation back to the caller- Review the details of the reservation to the guest including the confirmation number.
“I would just like to repeat the details of your reservation Mr. Smith. You will be arriving on the 28th of August via Philippine Airlines flight number 101. You will be staying for 1 night in the Executive De Luxe room with the rate of $230.00 exclusive of service charge and applicable taxes. Our standard check-in time is at 2:00 PM and check-out time is at 12 noon. Your confirmation number is 9344562. Mr. Smith, if there is any amendment or cancellation, kindly inform us 24 hours prior to your arrival. Thank you for patronizing West Side Hotel. This is Leah of Reservation Section. ”
15. Offer to send a faxed confirmation letter to guest.
“Would you like me to fax a confirmation letter to you Mr. Smith?”
16. Close and thank the caller
“Thank you for choosing the (hotel name), Mr. Smith. We look forward to welcoming you on your visit.”
Processing a Reservation
The reservation system varies from one system to another. Thus, we focus on typical fields that maybe found in a computerized reservation system environment. Note, that fields can be tailor made depending on the needs of the property, thus, one property maybe different from another though they may have the same system.
Below are typical fields in the system:
Review of Lesson 1.2
A. MATCHING TYPE
Direction: Match the following computerized reservation fields in
Column A to its corresponding meanings in Column B. Write your answer on the
answer sheet.
|
Column A
|
Column B |
|
1. It classifies if a booking is from a local or International agent or company, an individual booking, an SRS booking, or a walk-in. 2. This describes how the booking was made such as through. 3. It enters the number of occupants in the room. 4. It is used if the rate is confidential and is not to be printed on the registration card. 5. If the guest has a frequent flyer card, the number is inputted here. 6. If the mode of payment is through credit card, the number is written here. 7. The initial deposit is written in this field, Whether cash or credit card. 8. The type of credit card or type of settlement is inputted here. 9. This field will indicate the number of nights that the guest will be staying in hotel. 10. It is
used if the guest is on cash basis
|
a. Adult/Child b. FFP Type c. Amount d. Source of Business e. Nights f. Print Rate g. Specials h. Channel i. Payment j. No Post k. Approval Code |
B. QUICK WRITE
Direction: Read the statement below about the details of the
reservation, and then put it in a sample computerized reservation system then
complete the details that are being asked.
I would just like to repeat the
details of your reservation Mr. Smith. You will be arriving on the 28thof August via
Philippine Airlines flight number 101. You will be staying for 1 night in the
Executive De Luxe room with the rate of $230.00 exclusive of the service charge
and applicable taxes. Our standard check – in time is 2:00 p.m. and check – out
time is at 12 noon. Your confirmation number is 9344562. Mr. Smith, if there is
any amendment or cancellations; kindly inform us 24 hours prior to your
arrival.
Computerized Reservation
System
C. ACTUAL DEMONSTRATION
Property Management System
Property Management System (PMS) is a hotel computer system that networks the software and hardware used in reservation and registration databases, point-of-sale systems, accounting systems, and other office software. It is the databank of collected revenue generating and non-revenue generating activities of guest in the hotel. One major component of the Property Management System is the Front Office Computer System, which manages reservations data, the movement of rooms usage, determines revenue whether daily, weekly, monthly or on an annual basis and maintains all records and accounts of the hotel.
Guaranteed and Non-Guaranteed Reservations
There are two types of reservations done in the hotel; they are the guaranteed reservations and the non-guaranteed reservations (Education Institute American Hotel and Motel Association)
1. Guaranteed Reservations
Hotel accepts prepayment from the guest and holds the room whether the guest arrives in the hotel or not. Cancellation depends on the hotel policy and as agreed upon by guest and hotel.
2. Non-guaranteed Reservations
The hotel holds the room until a specified time. The hotel has an option to sell the room to another guest after the release. This is to ensure that opportunities are given to other guest who may want to book in the hotel. For some hotels with a very high guaranteed deposit, they do not accept non-guaranteed reservation.
Forms of settlement of guest
1. Prepayment is payments made in advance through mail; walk-in and other methods that guest can pay in advance or prior to their stay.
2. Advance deposits are partial payments made by the guest for his entire stay. These usually are estimated first day stay room charges.
3. Credit Card is a pre-authorized payment enabling the hotel to block a certain amount in the credit card to be used as payment of guest. This can also be a direct sale in the credit card.
4. Send Bill arrangements, where all the bills are settled by:
Travel agencies makes the deposit as guest is a third party in the agreement.
Corporate accounts are arrangements between the company and the hotel. The hotel upon evaluation grants a credit line that can be used by the company. Company guest are billed through their company account and sent by the hotel for billing purpose. Under this arrangement, special rates are being given by the hotel to entice companies to book in the hotel.
Room Rates
Some of special room rates offered in the hotel are:
1. Commercial rate or Corporate rate
2. Complimentary rate for business promotion
3. Group rate for predetermined number of affiliated group
4. Family rate for parents and children sharing the same room
5. Day rate for less than an overnight stay
6. Package plan rate for guestroom sold in a package that includes special events or activities.
Overbooking
It means accepting more reservations than the hotel can fill.
Availability board
It is a convenient visual guide for controlling overbooking. It reflects the true picture of the room availability status for a six-month period.
Foreign Individual Tourist Traveller
The guest is alone and he/she does not join other groups.
No Show
The "No Show" means that the room is reserved but not in use or the reservation has been canceled.
Lesson 1.2- Record Details of Reservation
This lesson with the learning competencies give learners effective standard on the use of a guest history system with the process of reservation record and provide an actual performance which are highly interactive and approximate real reservations environment and computerized reservation system of a hotel or resort.
Objectives
At the end of this lesson, you are expected to do:
1. record complete customer details accurately against his/her booking in a manner which ensures correct interpretation by others who may access the reservation details
2. check customer profile or history, if available, and use the information to assist in making the reservation to improve customer service
3. Record special requests clearly in accordance with established requirements
4. File reservations in a manner which ensures easy access by others and is accordance with established procedures.
5. Prepare and issue documents and other materials to the customer in accordance with the requirements of the specific reservation
Taking Reservation Details
The task of the Front Office to take and record the reservation details of customers is somewhat similar to a cashier who takes customer orders in a fast food chain. It starts from knowing the customer’s demand, then preparing for the product to be served.
General steps on how to use the guest history system
1. Access the guest history system on the computer when taking reservations.
1.1 Ask the caller if he has previously stayed in your hotel.
1.2 If the caller is a returning guest, retrieve the guest history file in the property’s computerized system.
1.3 Double check the guest record by asking the caller’s information stated in his guest history
2. Use guest history to personalize service
2.1 Mention the last room used by the caller.
2.2 Ask if the caller prefers his last arrangement. Otherwise upsell and offer other rooms and features.
3. Always exercise caution in using guest profile.
3.1 Do not give out all information about the caller.
3.2 Use the information to up sell
Processing Reservation Records
1. Input the reservation information on the reservation record.
1.1 Ask for and enter the guest’s last name, first name and middle initial.
1.2 If the guest has title, enter it in the system
1.3 Indicate the mailing address and contact number.
1.4 Ask if the caller is making the reservation for another person.
1.5 Ask for the contact number of the person who should be contacted for the reservation
1.6 Ask for the arrival and departure date
1.7 Enter the number of people sharing the room
1.8 Confirm the room type, room rate and any special request
1.9 Enter the rate code
2. Guarantee the reservation
2.1 Ask the caller which credit card he would like to guarantee the reservation.
2.2 Explain guaranteed or non-guaranteed reservation
2.3 Explain the cancellation policy of the hotel
3. Confirm and enter the method of the guarantee
3.1 Inform callers that their credit card or direct billing account will be billed if they fail to show up during the time of check in
3.2 Input in the system the reservation guarantee.
3.3 Enter the reservation is non-guaranteed so that the system can release the reservation given the standard time set by the property.
4. Repeat the details of the reservation
Repeat the reservation details to verify what is inputted in the system
5. Give confirmation number
In a computerized reservation environment, this is automatically generated by the system.
6. Enter the reservations
Some hotels, there is a specific field in the reservation field that reservationist input their names for proper trace.
7. Thank the guest
Do not hang up the phone first as the guest may have additional requirements. Let the caller hang up the phone first.
Sample telephone verbiage for taking reservations:
1. FO staff informs the caller that he/she will be doing the reservation process of the caller.
“This is room reservations, my name is (reservationist’s name) and I will be taking your reservations (guest name)
2. FO Staff will then ask the following questions for record purposes.
3. Customer’s name
“May I have your name?” or “May I have the name of the person you are booking for?”
4. Date of arrival
“May I have your arrival date Mr. Smith?”
5. Number of nights
“How many nights would you be staying Mr. Smith?
6. Number of room required
“How many rooms would you be needing Mr. Smith?”
7. Company affiliation
“Do you have any company affiliation Mr. Smith?”
8. Check for Availability
9. Checking for availability may include inputting
Arrival date / Departure date
Number of nights
Number of adults
Number of rooms
Type of rooms
Scratch name
Scratch company
Scratch agent
Rate code
10. FO staff then advises the caller of the availability
Example verbiage:
“We do have an Executive De Luxe Room available on the 28th of August Mr. Smith for $230 exclusive of service charge and taxes.”
11. FO staff will advise caller of the inclusions of the rate quoted
Example verbiage:
“The rate is inclusive of full buffet breakfast; pre-dinner cocktails; complimentary 5 pieces of laundry every day, roundtrip airport transfers, local calls, and the use of the facilities like the gym, swimming pool and outdoor jacuzzi.”
Check availability using reservation system in your property
Multiple scenarios in availability:
If the caller has no company affiliation but is a returning guest, check his history in the system. Offer the same package if it is still valid but upsell to higher room category.
“Mr. Smith, the package you availed is still valid but you are very fortunate because we have an available Superior De Luxe on September 9 and this room is more spacious and has larger windows and a fantastic view.”
If the package is no longer available, offer existing package.
“Mr. Smith, the package you availed on your last stay is not valid anymore. However, we are offering you another exciting package.”
If the first rate offered is not acceptable to the caller, we should determine their specific needs and or price threshold and negotiate a rate slightly above the callers budget, ensuring there is availability and the rate sold is within the guidelines of the Selling Strategy.
“Mr. Smith, may we know what budget are you looking at for this stay?”
If the room is not available:
The FO staff must offer an alternative
“We don’t have any available Executive room on the 28th of August Mr. Smith. Would you like me to book you to a Superior Room instead?
The FO staff must offer another room type, another day, or offer the reservation to be waitlisted.
“Would you like to move your reservation to another date?”
“Would you like me to put your reservation on waitlist Mr. Smith?”
If the room is available
FO staff offers to make a reservation.
Sample verbiage:
“Would you like me to make a reservation for you Mr. Smith?” Input caller’s details in the reservation system which includes the mode and process of payment for product and services.
13. Obtain other reservation details including:
Smoking or non-smoking room
“Mr. Smith would this be smoking or non-smoking room?”
Type of room
“Mr. Smith would this be a king size or twin size bed?”
Time of arrival
“Mr. Smith may I know your estimated time of arrival?”
Mode of payment
“How would you like to guarantee your reservation?
If credit card, get number and expiration date
“May I have your credit card number and expiration date?”
If cash, advice the caller that a deposit of one night room charge is required. (rate of room agreed upon by both parties) and, that if on the day of the arrival and no deposit has been obtained, the reservation could be released after 4:00 PM.
“Mr. Smith, may we ask for a deposit of one night room charge to guarantee your room.”
If guest does not want to give deposit
“Mr. Smith, we would like to inform you that we will be holding your room until 4:00 pm on the date of your arrival. You can still check in after the said time, but depending on the room availability on that day.”
Flight details and transportation requirements of the guest.
“May I have your flight details Mr. Smith? Do you wish to arrange for a Limousine pickup from the airport?”
Ask the caller if he/she would need anything else
“Would there be anything else Mr. Smith?”
14. Recap the details of the reservation back to the caller- Review the details of the reservation to the guest including the confirmation number.
“I would just like to repeat the details of your reservation Mr. Smith. You will be arriving on the 28th of August via Philippine Airlines flight number 101. You will be staying for 1 night in the Executive De Luxe room with the rate of $230.00 exclusive of service charge and applicable taxes. Our standard check-in time is at 2:00 PM and check-out time is at 12 noon. Your confirmation number is 9344562. Mr. Smith, if there is any amendment or cancellation, kindly inform us 24 hours prior to your arrival. Thank you for patronizing West Side Hotel. This is Leah of Reservation Section. ”
15. Offer to send a faxed confirmation letter to guest.
“Would you like me to fax a confirmation letter to you Mr. Smith?”
16. Close and thank the caller
“Thank you for choosing the (hotel name), Mr. Smith. We look forward to welcoming you on your visit.”
Processing a Reservation
The reservation system varies from one system to another. Thus, we focus on typical fields that maybe found in a computerized reservation system environment. Note, that fields can be tailor made depending on the needs of the property, thus, one property maybe different from another though they may have the same system.
Below are typical fields in the system:
Lesson 1.3- Update Reservation
This resource aims to help you hone your skill in receiving reservations using competency-based approach. The module is designed to help you learn the process of reservation using your own pace. All the activities are designed to be highly interactive and approximate real reservations environment and computerized reservation system of a hotel or resort.
Objectives
At the end of this lesson, you are expected to:
1. Receive amendments or cancellation of reservations
2. Recognize and communicate the effects of the reservation changes to the guest.
3. Update details of reservation in the computerized record.
Process reservations changes and cancellations
Process Travel agents’ no-show and cancellation forms
1. Check if cancelled reservation is booked by a travel agent.
2. Fill out a travel agent/ cancellation form
The following details may include but not limited to:
a. Guest name
b. Original arrival date
c. Departure date
d. Confirmation number
e. Name of property
f. Reservationist name
g. Reasons why the guest cancelled the reservations
3. Provide a copy to the travel agent and file the copy for statistics and archive purpose.
Lesson 1.4
Advice Others on Reservation Details
This lesson with the learning competencies Advice others on reservation details gives learners clear understanding on reservation details and provide appropriate activity that gives proper procedures on giving reservation details to clients.
Objectives
At the end of this lesson, you are expected to:
1. communicate general and specific customer requirements and reservation details to appropriate departments and colleagues
2. compile and provide accurate and relevant reservation statistics to concerned people or departments.
General steps on reservation details
1. Ask guest on special request during his stay
2. Determine if request is possible and explain if there would be additional charges
3. Using the reservation system, detail the special request to various departments
Most system would allow the reservation agent to send messages to other departments.
Reservation agent create reservation record based on interaction of a guest only after determining request for reservation can be met.
Reservation agent will collect and coordinate the following information:
1. Guest Name/Group Name
2. Home address/ billing address
3. Telephone number including the area code
4. Name, address, telephone number of the guest’s company
5. Name and pertinent information about the person making the reservation, not the guest
6. Number of people in the party, perhaps the ages of the children
7. Arrival date and time
8. Number of nights, or expected departure
9. Reservation type
Fulfilling Special Request
Part of registration process is making sure that any special request made by the guest during the reservation process are acted upon, such as guest may have requested a connecting room, specified room location, bed type, or other amenities.
Reservation Report
Popular daily reservation management report includes:
1. Reservation Transaction Report
This report summarizes daily reservation activity in terms of creation, modification, and cancellation of reservation record.
2. Commission Agent Record
Agent with contractual agreement to the hotel may be owed commission for business booking.
3. Turn away Report
This report track the number of reservation request refused because room were not available for the requested date.
4. Revenue for Cart Report
This report project future revenue by multiplying predicted occupancies by room rate.
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