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HRM 104: Front Office, Rooms Division and Housekeeping Operations Handling Reservations

This document discusses handling hotel reservations. It outlines 9 types of hotel clients and 2 factors that determine room rates. Reservations can be received through letters, email, fax, telephone, in person, and computer terminals like call centers or global distribution systems. The basic procedure for taking reservations involves greeting the client, confirming availability, collecting guest information to include on the reservations form, and noting the booking details.

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Annalyn Peña
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409 views2 pages

HRM 104: Front Office, Rooms Division and Housekeeping Operations Handling Reservations

This document discusses handling hotel reservations. It outlines 9 types of hotel clients and 2 factors that determine room rates. Reservations can be received through letters, email, fax, telephone, in person, and computer terminals like call centers or global distribution systems. The basic procedure for taking reservations involves greeting the client, confirming availability, collecting guest information to include on the reservations form, and noting the booking details.

Uploaded by

Annalyn Peña
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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HRM 104: FRONT OFFICE, ROOMS DIVISION AND HOUSEKEEPING OPERATIONS

HANDLING RESERVATIONS

Types of Hotel Clients:

1. Walk-in guests – guests who come unannounced, looking for rooms


2. Corporate Accounts – apply to companies or institutions, usually with credit arrangements in the
hotel. These accounts are usually treated with special rates
3. Associations- groupings of individuals or companies for a common purpose or goal.
-make use of hotel services for live in seminars and conventions and special events.
4. Travel Agencies- serves as intermediary in booking clients to the hotel, in exchange of a
management fee of a commission (usually 10% of room rate)
5. Government Institutions- Some have special booking or credit arrangement with the hotel
6. Free Independent Travellers (FIT) or Foreign Individual Tourist - refers to travellers travelling
alone and not joining any tour group
7. Educational Institutions- Schools, training center
8. Local/Domestic Travellers- hotels give 30-50% discount for local tourists or domestic guests
9. Balikbayan-returning or visiting Filipinos who are residing or working abroad

PRESCRIPTION OF ROOM RATES


1. Rate must be competitive with other hotels of similar classification
2. Rate must be enough to generate the revenue needed to recover the cost of operations, plus
profit
SOURCES OR AVENUES FOR ROOM RESERVATIONS
Reservations may be received through:
1. Letters- this letter maybe opened and handled by the Room Reservations Manager
2. Email or Internet Access- patrons can now easily place their reservations by email. Most hotels
have their own website that can be easily accessed by patrons
3. Fax- the fax machine has the advantage of being able to accept instantaneous bookings even
when there is no clerk available to get the reservations
4. Telephone- incoming telephone calls concerning reservations will be answered by the Sales of
Reservations Office or the Front Desk
5. In person- booking parties my personally see or contact the Room Sales or Reservations office to
inquire about rates and terms and to make reservations
6. Computer Terminals- may be operated through:
a. Call Centers
b. Global Distribution System (GDS)- is operated by a Consortia of Hotels and Airlines.
These system terminals are installed in various countries, accepting bookings for
member companies
c. Via Central Booking Offices-Groups of hotels have central booking office, handling
bookings for all their properties
BASIC PROCEDURES IN TAKING RESERVATIONS
1. Greet the client and offer assistance
2. Once the request for reservations is receive, find out from the inquiring party the dates and type
of room requires. Then check if there is an available room corresponding to the room type
preferred
3. Inform the guest if a room is available. If the requested room is not available, offer alternative
room. Tell the booking party that the guest could be transferred to his preferred room the
moment it is vacated
4. Once the room availability is confirmed, get detailed information and enter these details on a
reservations card.
5. Information to include in the ROOM RESERVATIONS FORM/CARD:
a. Name/s of incoming guests (surname, first name middle name title: ex. JOHNSON,
ANDREW M. MR.) (M/M for Mr and Mrs.)
b. Number of persons arriving
c. Arrival date and time
d. Information/time of arrival
e. Departure date
f. Number of nights the guest is expected to stay in the hotel
g. Number (quantity), type of room and type of bed required
h. Room rate
i. Billing arrangement- PAX ACCOUNT (PA) for personal account of guest, COMPANY
ACCOUNT (CA) will be charged to company
j. Remarks- e.g. VIP, commissionable, with extra bed, special amenities, etc.
k. Booked by- name of person making the reservation and telephone number
l. Accepted by- reservations clerk who accepted reservation
m. Date of Acceptance of Reservation

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