Receive and

Process
Reservations
FRONT OFFICE OPERATIONS
Group 1

WORLD’S
BEST
BOSS
 Learning Outcomes
01 02
Describe the elements of Receive reservation
the reservation system requests

Front Office 03 04
Operations Record details of
Update reservations
reservation

05
Advise others on
reservation details
 01
Elements of the
Reservation
System
Introduction
A reservation is a type of booking that involves obtaining all necessary
information needed to satisfy a request and is an act of accepting advance
booking may it be individual or in groups, with conditions of both parties for
future use, in the date and time of arrival. It is also one of the most reliable
revenue stream for hotels and affect everything from cash flow to staffing.

Central Reservation System is a computerized system tool that stores and

distributes information of lodging facilities (hotel, resort, etc)and assists hotel
managers in managing online marketing and sales.
Reservation Process Activities
1. Conduct reservation inquiry

2. Determine room and rate availability

3. Ability to offer alternatives when the requested booking is not

available

4. Provide information on the costs and products features

5. Create reservation record or record the details and requirements of

the persons making the reservations
Reservation Process Activities

6. Record the acceptable method of payment

7. Provide confirmation of reservation records and

details

8. Maintain reservation record

9. Produce reservation reports

10. Research, plan and monitor reservations.

 Elements of the Reservations System

Manual Reservation System

Determines availability using charts, calendars, booking sheets, diary,

forecast boards or room rack. Processes are needed to make sure
availability is kept accurate and up to date. Systems are designed to
cross the days off when a products booked out or no longer available.
 Computerized System

Provides up to date "real time" information on availability at the push of a

button. The availability is automatically changed when a reservation is
recorded. Displays a reservation screen where customers can enter their
information and requests. The computer system can match the customer's
request with what is available at the best price, and it can store all of the
necessary information about the products and facilities.
 Manual System
Advantages Disadvantages

● Cost of system is cheaper ● Requires staff to have a detailed

knowledge of the product they are
● Works in smaller establishments selling

● Complies with risk management ● More staff are required

should you experience a power
or equipment failure. ● Less accurate in larger establishment
 Computerized System
Advantages Disadvantages

● More accurate and reliable ● Difficult finding a computer system that

information suits the establishment needs

● Ability to store guest history data ● Cost of equipment -cost of upgrading,

support cost and hardware
● Less staff required
● Needs uninterrupted power supply
● Greater reporting ability
● Need to keep up with advances in
● Controls costs technology

● Don’t have to manually check and ● Certain materials used in buildings could
recheck information affect the computers efficiency
Example of a PMS
Cloudbeds Front Desk Software
 Types of Bookings

✈ Accommodation suppliers. Guests will need to have room bookings processed in order
to stay at particular establishment that provide accommodation such as hotels,
apartments, resorts, guest houses, caravan parks.

✈ Aircraft. Passengers need to have “Seats” booked for all types of air travel they
undertake. These bookings will vary according to the airline chosen class of travel such
as first class or economy, date of flying e.g. high season or low season or facilities that
are included such as food or movies.

✈ Cruise ships. Passengers on cruise ships need to make bookings for the dates of their
cruise. This sort of reservation may include meals while on board
 Types of Bookings

✈ Coaches or buses. To travel from one place to another or to visit a particular tourist
destinations.

✈ Limousines ( rental cars/vans). Customers can book transport to either drive

themselves around or have a chauffeur included with the vehicle.

✈ Day/extended tours. This includes meals and maybe accommodation and entrance
fees to tourist parks.
 Types of Bookings

✈ Dining and meal reservation for restaurants or eating houses.

✈ Entertainment such as the theatre or music concerts.

✈ Tourist attractions

✈ Events such as the Formula 1 Grand Prix or Mardi Gras.

Ways in which Reservation may be Received

✉ Letter or Mail - in other countries, this is almost extinct form for making
reservation. It shall be addressed directly to the Reservation Manager.

✉ Email or internet access - in most establishment have their own

websites that can be easily accessed by guests or link to send electronic
mail or email address for inquiries on booking and reservation.

✉ Facsimile (fax)- this is another form of communication that is being

replaced by technology in making bookings even when there is no staff
available.
Ways in which Reservation may be Received

✉ Over the Telephone Call - the requesting party will dial the
establishment directly requesting for a room reservation and will be
answered by Reservation Officer.

✉ In person- the guest will come to the establishment and personally

communicates directly with the front office or reservation staff.

✉ Travel Agency - reservations can be done via assisted service by a third

party helper with an additional fee: applicable and most evident for
group bookings
Ways in which Reservation may be Received

✉ In person- the guest will come to the establishment and personally

communicates directly with the front office or reservation staff.

✉ Travel Agency - reservations can be done via assisted service by a third

party helper with an additional fee: applicable and most evident for
group bookings

✉ Airport desk - are last minute bookings for travelling/ arriving guests
facilitated at the airport.
Ways in which Reservation may be Received

✉ Call centers - used by much large hotel chain this computerized

reservations system is often linked to all call centers.

✉ Global distribution system- this system terminals are installed in various

countries, accepting bookings for their member companies.

✉ Via Central reservation or booking service - this is the main reservation

system that control reservations for several venues for all properties.
Ways in which Reservation may be Received

✉ Third party reservations - using a reservation company to make a

booking for you e.g. Wotif, AsiaRooms, Statravel, Showbizasia

✉ Same chain referral- a reservation that has been referred from another
establishment belonging to the same group for example: Asian Car
Rental, Hyatt Hotels, Hilton Spas.

✉ Other venues - some airlines will book accommodation for guests. If one
hotel is fully booked they might make a reservation at another
hotel.Travel agent’s book theatre or concert tickets.
 Two Types of Customers

Business customer is a person who travels for the sole purpose

of conducting businesses and they require accommodations and
car books at a short notice. While leisure customers are people
who travel purely for pleasure.
Business customers are here Business customers are:
for:
● Conferences/seminars/ ● Government employees
conventions
● Corporate business clients
● Passing through - flight stopovers
● Convention/conference guests or
● Negotiating a business deal delegates

● Meeting Clients ● VIPs (very important persons)

● Investing new products

 Leisure customers’ arrival is seasonal and they are attracted by special
events and tourist attractions. They are generally more price sensitive
and book attractions well ahead of their arrival dates.

Why leisure customers visit:

✈ For tourism
✈ On weekend getaways
✈ Attending family occasions, for example, weddings, name days,
christening
✈ Attending arts or theatre shows
✈ For a special event such as a Formula 1 Grand Prix, festivals, or cultural
events.
 Leisure Customers are:

✈ Private individuals - who book their own requirements

✈ Groups and tour guests - customers who choose to travel for pleasure in a
group by an organized company or inbound tour group

✈ Backpackers - usually younger travellers on a budget holiday

 Leisure Customers are:

✈ Package rate guests - guests who stay at a hotel and pay for a “package”
of facilities such as room and dinner booking, room and theatre booking,
room and spa bookings, room and cooking school.

✈ Travel agencies may also book individuals leisure customers their holiday,
these agencies usually have “commission paid” agreements with the
establishments and get a discounted rate. Often the guest pays the travel
agency and gets issued with a series of vouchers to pay the
establishments.
 02
Receive
Reservation
Request
 RESERVATION DETAILS

SHIFTING SESSION GREETINGS

1st Shift (Morning Session) “Good Morning, Reservations, this is

Marifel speaking, how may I help you?”

2nd Shift (After Session) after 12 noon “Good Afternoon, Reservations, this is
Marifel speaking, how may I help you?”

3rd Shift (Evening Session) after 6pm “Reservations, Good Evening, this is
Marifel speaking, how may I help you?”
 Anatomy of Reservations
Inquiry is initiated
Check availability and
quote rates
Confirm rates and gather
reservation data

Request guarantee
Issue confirmation
number

Reconfirm Modify Cancel

Check-In
 RESERVATION DETAILS

The information is needed to process a reservation that will vary depending on the
type of booking being made.

For example, you will need to find out the following information from the
potential customer if they are making a booking for accommodations:

🗝 Required dates/ length of stay

🗝 the number required
🗝 number of guests
🗝 name of guests
🗝 number of rooms
🗝 and last required types of room
🗝 Ask questions and match the guest’s needs to what is available

🗝 Everytime you will be checking these request against what you have
available

🗝 Obtain personal details, contact data and method of payment - if

reservation/room is available

🗝 Repeat back the reservation details for confirmation with the customer
to check that everything is correct and accurate
Example of Identifying the Reservation Details

Sales agent: Good morning reservations. This is Thommy. how can I help
you?
Guest: I would like to make an inquiry about hiring/ renting a car
Sales agent: Certainly. What dates do you require the car?
Guest: From 17th august to 20th august.
Sales agent: Is that for three days hire and returning the car on the 20.?
Guest: Yes.
Sales agent: What size of the car will you need. How many people will
use it?
Example of Identifying the Reservation Details

Guest: There are two of us.

Sales agent: Would one of our small cars with two doors be suitable?
Guest: Yes that would be fine but we have a lot of luggage.
Sales agent: I will give you one of our hatchback models as this has a
very large space for luggage

Guest: That sounds perfect

Sales agent: Now if i could get your personal details, contact number or
email, license details and method of payment please”
 Confirm Existing Data
Repeat back all the details to get to make sure you have all the information you
need and that is correct.

Example:

Sales agent: Just to confirm your reservation, Mr. Wiseman. We have you picking
up the car on tuesday 17th august at 10 hours and returning it on friday 20th august
at 10 hours. you have requested the Audi A1 at a cost of $120 Per day including
insurance. your license number is 01245 6987 and your address is 56 stanley
street queenstown new zealand. your contact number is 0415 562 356 and you are
paying by visa card number 45692365 2365, Expiry date 03 2020. is that all
correct?
Guest: Yes, Thanks Thommy that is great, you have been very helpful.

Sales agent: Thanks Mr. Wiseman, we look forward to seeing you on tuesday.
 Availability of Requested Booking

You will need to know what is available right down to the type or hotel
rooms, type and model of cars you have. This is what enables you to 'sell'
your goods and services to the customer. Your reservation system should
allow you to instantly check availability and know what you have to sell.
Special conditions
In some cases you may need to check with the hotel or resort before
making a reservation. This could include details such as payment policies,
minimum number of guests, license requirements, and so on. The information
needs to be passed onto the customer to help them with their decision.

Discounted and Premium rates

In business that operates seasonally you may have high season and low
season rates.
When a reservation cannot be made:

Customer Establishment
● Price is too high ● Nothing is available

● Desired features not available ● No wait list or waitlist is full

● Special conditions are not suitable ● Allotment is full (such as a

package rate or groups and tour
bookings, airline packages)

● Doesn’t want to be added to a ● Already overbooked for the

wait list requested date.
 Overbooking is common practice in hotels when they accept more
reservations for rooms than they have rooms available.

A hotel may overbook rooms by up to 20% in order to allow for

no-shows and under stays. Although, this might seem strange practice,
hotels need to do this to maximize the number of rooms sold on any
given day. The average is between 5-20%.
Offer Alternatives if Requested Booking is
Unavailable
Offer an alternative date

Apply selling techniques to sell a better or different room and/or another

product type

Offer to add the customer to a wait list

Suggest another establishment within your group or ihe area, similar to

yours

Overbook- in accordance with house policies/limits.

 Offer Advice and Information about available
Products, Services and Facilities

Selling Techniques

$ Up-selling is selling process where you start at the lowest price then sell
up to the next level and continue selling up the price levels to meet the
customer needs:

“Sir, we have a standard room for $180, but for just $50.00 extra, we
can upgrade you to an Executive Room, in a nice quiet location at the end
of the corridor away from the lifts and this room has a beautiful spa and a
large private balcony with magnificent views of the mountains”
$ Suggestive selling involves selling your products by offering alternatives.
Describe how the products would meet the customer’s need and highlight
any special features.

$ Down-selling is basically the opposite to up-selling, whereby you start

the selling process at the most expensive item and work down to the
lowest price.

$ Extras and add-ons usually encourage customers to make their

reservations. For example, when a customer hires a car you might
suggest an add-on such as windscreen insurance. In the case of a guest
making a hotel booking you could offer to make a reservation in the
restaurant for dinner.
Know Your Market

If you understand and know the characteristics of your various target

markets you can use your selling techniques and promotional techniques
to ensure you make the sale with your customer.

Knowing what is available will help you to generate a sale and make a
reservation for their business or leisure activities, such as cruises, cruises
and cruises.
 Respond to Questions asked by Customer
Know your product

🖋 Most importantly you will need to know the costs relating to you products

🖋 Know the features and benefits of all your products

🖋 Be able to differentiate between the various options that are available and explain
this to your potential customers

🖋 Put customers in contact with relevant internal specialist where they are available

🖋 Research answers to potential questions you might receive from customers

🖋 Generate a product knowledge booklet that is at easy reach to help with customer
queries.
 03
Record
Details Of
Reservation
“Field” of information you need
to know/have:
Arrival Date

Departure date

Name of the guest

Title of the guest

Type of room the guest requires

Time of arrival or estimated time of arrival known as 'ETA'

Number of Rooms required

Number of Adults and Children

 The Phonetic Alphabet
A - Alpha J - Juliet S - Sierra

B - Bravo K - Kilo T - Tango

C - Charlie L - Lima U - Uniform

D - Delta M - Mike V - Victory

E - Echo N - November W - Whisky

F - Foxtrot O - Oscar X - X-ray

G - Golf P - Papa Y - Yankee

H - Hotel Q - Quebec Z - Zulu

I - India R - Romeo
24 hour clock system:
“Field” of information you need
to know/have(cont..):
Rate Code

Market segment

Address
Contact details

Passport number, date and place of issue

Method of payment

Comments/special requests

Confirmation number

Date and Taken by

Customer History

The history data not only provides you with the personal details of
their name and address but, can also store details of the products,
services and facilities they used.

This information can be used for

marketing and promotions to help
enhance levels of customer service.
 Sharing Data with
Relevant Departments

Restaurant
Dining reservations at a certain
time can be prepared
Housekeeping Car service and
Needs and preferences maintenance
of guests are prepared Preparation of vehicle
Sales and
Marketing
promote and sell the
establishment
Confirming Existing Data

It will be necessary to confirm the customer history

information just to make sure it is still accurate. The
best way to do this is to ask the customer once you
have located the history profile.
Conversation to confirm the reservation
 Relevant Reservation Issues

Arrival and departure time

Issues relating to arrival and departure times might occur due to a
misunderstanding or miscommunication of the time mentioned between the
costumer and the service agent.

Transfer of information
Many businesses use technology to record details that are downloaded or
transferred from another source and consequently, care has to taken that this
information is accurate and relevant.
 Payment

Many customers are requested to make a payment or advanced deposit in order to

guarantee the reservation. In some cases a payment by credit card will incur a
commission percentage added on to the amount.

However, some guests may wish to pay by cash, cheques (checks) or bank
transfer. For instance, it is no longer popular for cash to be received as customers do
not like carrying large amounts of cash instead they use debit cards when possible.

Payment may be at different time intervals which can also be known as progress
payments. Most establishments will have very strict rules set out relating to the dates
that payments need to be received.
 Receipts are written or electronic acknowledgement that a specified article
or sum of money has been received as an exchange. This receipt will contain a
description of the transaction, what the customer has paid, how the customer
paid and when this was paid.

When accepting payment in some cases you will need to add on taxes and
surcharges for particular goods and services. Make sure you are aware of this
additional charges to be added onto the costs.
Refunds and Exchange Policies
It is the responsibility of the establishment to make sure the customer is
aware of the policies

Accept Payment For Reservation

When accepting payment for a reservation
staff must be aware of the policies and procedures
that apply to each method of payment accepted by
the establishment.
When accepting credit card payments over the phone you will need to obtain the
following details:
 Method of payments:
Cash
A cash payment usually means the establishment requires the payment to be
made in full before accepting the goods and services.

Credit Cards
This is a secure form of payment.

Cheques
Cheques can be bank cheques, personal
cheques or company cheques. This cheque is
written by the bank.
 Method of payments:
Company Charge
Company charge means the company has an agreement with the establishment to
allow certain staff to charge back the costs and expenses to their company.

Travel Agent Vouchers

This is when a guest is issued with a voucher from a travel agent stating the
charges are to be sent back to the travel agent.

Advance Deposits
If an advanced deposit has been paid then this
amount will be recorded onto the reservation. Usually,
advance deposits need to have a final payment date
attached the reservation.
 Advance deposits can be paid by cash, cheque or
credit card.
It is important to make the customer aware of the refund policy in relation
to deposits as some deposits might be completely non-refundable. In some
cases if enough notice of cancellation is given, such as 48 hours, a deposit
may be refundable.
 Enterprise Policy For Payment And
Deposits
It is essential that all staff are fully trained in the policies and procedures relating to
payments and deposits. The staff at the front line communicating with the customer and
they need to be comfortable explaining the establishment's policies.

The following types of guarantee are widely accepted:

1. Advance deposit - this is an equal to a one-night room charge plus tax may be
accepted to guarantee a reservation.

2. Guaranteeing by credit card - a hotel chain maintains its own list of approved credit
cards like american express, master card, visa card, diners club, etc.

3. Travel agency guarantees - this type may be requested by a travel agent and the
guest defaults by not utilizing the reservation, the hotel bills will be charged by the
travel agency.
4. Corporate guarantees - this type may be requested by a guest travelling
on behalf of a participating or qualifying company with a corporate
agreement or arrangements by the hotel.

5. Six P.M. Hold - this is in the absence of any other form of guarantee, the
hotel promises to hold the reservation until 6 P.M. If the guest fails to
arrive or check-in on the agreed time, the
reservation is automatically cancelled.
 Modifying A Reservation
Occasionally, a guest or travel agent will request, a modification after a
reservation has been booked. In this eventuality, the reservationist must locate
the reservation and make the necessary modifications.

Reservations may be filed by guest name, date and/or confirmation

number. The following are examples of modifications that might be
received by the reservations section prior to a guest's arrival.

🛎 New check-in date or check-out date

🛎 Different number of adults in the party
🛎 Addition or deletion of room options or extras
🛎 Change in location, bedding, or rate
🛎 Addition or deletion of guarantee
Cancellations
From time to time, a guest or travel agent will contact the reservations section to cancel a
confirmed reservation. The following events occur when a cancellation is received.

1. A cancellation number may be issued to the clients as proof that the reservation was
cancelled.
2. The room type is returned to the availability pool so that it may be offered for sale
again.
3. The guest reservation is deleted from the reservations system.

Group Reservations
The primary activity of the reservations function is handling transient sales.

These transient sales are individual reservations for business travellers and leisure
guests. A group sale requires special handling and is usually the responsibility of the
sales department. Whereas individual reservations are specific, group reservations are
usually based on estimates.
The estimated number of rooms that will be required is called a room block. A
negotiated rate is called group rate is set based on the size of the block. Individual
reservations requested by group members are accompanied by deposits set by the
sales department. A cut-off date is set for the receipt of deposits.

When a reservation is taken for a group function, the name is entered as the second
name in the guest record, in lieu of the employer. Monitoring the status of each group
reservation, collecting deposits, and managing room blocks are responsibilities of the
sales department.

Many hotels rely heavily on groups and tours for their occupancy.
How to Handle a Reservation in a Hotel
 File
Reservations
 Filing and Arranging Documents

Filing is the process of storing and arranging documents according to a particular

classification.

Filing can be classified, or indexed, into five categories:

🗄 Alphabetically - Documents filed alphabetically are filed according to the first, and
subsequent letter of the senders or receivers name, or according to the type of
document, such as policies and procedures
🗄 Numerically - This means your documents are filed according to a number, such as
a room number, account number, invoice number, or other numerical identifier
🗄 Geographically- Documents are filed according to a location or designated area
🗄 By Subject - Some documents can’t be filed in any other way except by their
subject matter, such as letters complaint, menus, wine list.
🗄 Chronologically - These are filed in date or time in order.
 Manual Reservation System
When the Reservation Slip (or Booking Slip) has been written it is filed in date of arrival
order. The current month is divided 1 to 31, and subsequent months are in month order
only.

For example, if the current month is March, and the booking is for 23%4. of March so
naturally the reservation would be filed under the 23rd.

However, if the booking was for June 7", the reservation

would simply be filed under the month of June.

When June becomes the current month, then you would

divide the file into sections from 1 to 31, and put any
bookings in the appropriate date order.
What is meant by "process documents"?
To process a document means we may need to:
🗄 Create
🗄 Collate
🗄 Modify
🗄 Save
🗄 Store
🗄 Bind
🗄 Retrieve and/or
🗄 Distribute each document we handle.
 Generate Reservation-Related
Documentation
When creating a reservation there is always a documentation that needs to be prepared and
issued to the needs to be stored internally. This documentation needs to be stored appropriately
and be easily accessible.

Receipts
When guests make a payment such as a deposit
(part payment) or full payment this will guarantee the
reservation. Some guests choose to come into the
establishment and pay by cash while others prefer to
pay by credit card. The credit card information is
taken.
 04
Update
Reservations
 Change
Reservations
Reasons for Changing
Reservations
Changing length of stay or dates

Altering a flight or travel details

Changing times and customer numbers

Updating customer contact

Altering billing details or making a payment

Changing or adding special requests

Steps on Changing Reservations
1 Locate original reservation

2 Verify original information

3 Identify required changes

4 Check availability and/or make cancellation

5 Confirm changes or offer alternatives

6 Quote change of rate or customer details

7 Follow-up on previous special requests that were made earlier

8 Thank caller (if possible)

 Cancel
Reservations
Cancel
Reservations
This would be the last option available
after you have tried to find another
suitable date, been offered alternative
type of flight or accommodation,
renegotiated the quoted rate if
possible, discussed the package
arrangements that are available and
used your best selling skills to try to
avoid this cancellation.
Steps on Cancelling Reservations
1 Locate original reservation

2 Verify original information

3 Apply selling skills to avoid cancellation if possible

4 Discuss the cancellation charges (If applicable)

5 Process a refund (If applicable)

6 Cancel the reservation

7 Quote the cancellation number

8 Thank caller (if possible)

9 Follow up the waitlist and try to sell room to someone who is on this list.
 Follow Up
Unconfirmed
Reservations
Follow Up
Unconfirmed
Reservations
A reservation that has a deposit paid
will also have a final payment date
attached.
If this date has passed you will have to
follow up on the rest of the payment
with the customer.
A reservation that does not eventuate
is revenue you will not receive.
 Ways to follow up on
Unconfirmed Reservations

Contact customers for feedback about their reservation

Solicit payment or balance of payment

Advise the customer of the status of a reservation that

has not been paid
Make courtesy reminder calls

Advise the customer of the enterprise requirements for

charges and cancellation fees
 Internal Records,
Documents and Files
Internal Records,
Documents and
Files
In some cases' such as a hotel
check-in, the guest may provide us
with additional information.
Whenever we receive additional
information all records, documents
and files must be updated.
Updating Internal Records
Issues to update
Recording payments

Updating records
Update the customer reservation to include payment details

Other department affected

Process payment to the accounts department
Updating Internal Records
Issues to update
Adjust records discounts

Updating records
Alter the customer’s reservation to deflect the discount

Other department affected

Inform the accounts department of change to quoted rate
Updating Internal Records
Issues to update
Apply cancellation fees

Updating records
Cancel reservation and make a charge against the credit card
or cash paid

Other department affected

Process the payment in the accounts department
Updating Internal Records
Issues to update
Apply refunds

Updating records
Cancel the reservation and arrange to forward refund to
customers

Other department affected

Accounts department send refund to customers
Updating Internal Records
Issues to update
Computer system prompt e.g. PMS (property management
system) prompt that the credit card we have has reached its
expiry date

Updating records
Notify the customer and obtain the new credit card details -
record into guest history profile

Other department affected

Reservations
Updating Internal Records

Issues to update
Point of sale records store customer’s expenses

Updating records
Expenses are added to the guest history profile to be used for
sales and marketing activities

Other department affected

Sales and Marketing
Updating Internal Records

Issues to update
Guest provides additional data on registration cards

Updating records
Reception staff update the history profile - added special
request details

Other department affected

Reception
Updating Internal Records
Issues to update
A butler on a floor might notice that the customer constantly
requests a particular good or service e.g. every time you hire a
car you want an adjustable steering wheel.

Updating records
Updated onto guest history profile - added special request
details

Other department affected

Notify reception to update records
Updating Internal Records
Issues to update
Guest History data

Updating records
Guest history file is updated with the record of nights the
guest has stayed at the property. Total amount spent at the
property.

Other department affected

This data is sent to Sales and Marketing for promotional activity
Examples of
filing
The best way to file a complaint
letter would be by subject and a
checked out guest registration
card would be filed
chronologically.
Steps before filing
any documents

Collect all relevant documents

Inspect the quality of the documents

Cross-reference your files

Code the files

Sort the files; then

File the documents

 05
Advice Others
on Reservation
Details
Different Departments for Different
Requests
 Different Departments for Different
Requests
Front Office
🛎 Needs to be kept updated with reservations as this can determine the
staffing level and structure of the operation.
🛎 Responsible for pre-arrival preparations for guest reservation such as
allocating rooms and organizing guest registration cards.
Concierge
🛎 Delivering luggage to the guest rooms, storing luggage, and car parking.
The reservation area needs to inform the concierge of the expected arrivals
for each day.
🛎 Particular arrivals such as groups and tours will have an impact on the
staffing of the concierge and porters area.
🛎 Guests with special needs also require particular assistance from the
concierge.
 Different Departments for Different
Requests
Housekeeping
🛎 The front office interacts with the housekeeping department regularly.
🛎 The housekeeping department is responsible for cleaning rooms.
🛎 Staff would be scheduled based on the number of rooms occupied,
arrivals and departing guests.
 Housekeeping
🛎 Whether there are groups in-house
🛎 The number of early arrivals, later departures and VIPs special requests
🛎 Guests due to arrive (arrivals)
🛎 Special requests (cots, rollaway beds, flowers etc.)
🛎 Guests due to check out (departures)
🛎 Occupied rooms that are not due to check out (stay-overs)
🛎 Rooms that are being withheld from sale
○ These are rooms that are suitable for sale because they
are extremely dirt or require maintenance activity
 Different Departments for Different
Requests
Maintenance/Engineering
🛠 Maintaining the property’s appearance and working order both inside
and out including the maintenance of electrical/mechanical equipment.
🛠 Reservations must inform them of the expected occupancy to ensure
all rooms are available for sale. Rooms that are out of order need to be
repaired and put back for sale.
🛠 Urgent repairs are normally reported to maintenance by telephone and,
if a good relationship exists between the two departments, the urgent
repair will be dealt with promptly.
 Different Departments for Different
Requests
Sales and Marketing
🖋 Rely on the reservations, front office and other hotel divisions to assess and
relay back guest needs, occupancy rates, and changes in guests type.
🖋 Provide general statistics relating to the guests and the guests stay, as the
primary goal of the division is to promote and sell the hotel.

Accounting
🖋 Monitors the financial activities of the property including creditor and debtor
control, processing and making payments, handling floats, processing payroll
and monitoring the financial viability of the property.
 Different Departments for Different
Requests
Food & Beverage
⛾ Reservations would advise all the food and beverage outlets of the expected number
of arrivals, particularly in the case of guests with meal plan arrangements such as
groups and tours or conference guests.
⛾ Room service is responsible for delivering pre-arrivals special requests to the guest
room such as champagne, fruit baskets, flowers, chocolates etc.

Security
🗝 Reservations need to inform security of the daily arrivals and any special VIP or high
profile guests due to arrive at the hotel. Security also needs to know if any large
groups are coming to the venue
 Different Departments for Different
Requests
Management
🖋 All managers within the hotel would receive a reservations report detailing the
guests who are due to arrive at the hotel.
🖋 Make special arrangements for certain guests to become VIPs if they recognise
any guest names and escort them to their rooms. The reservation details are also
essential for maintaining staffing levels within certain departments that are
affected by occupancy levels.
🖋 Management needs reports on revenue and expenses to help make financial
decisions for the establishment.
Notify External Organizations In
Relation To Reservations
 External Organizations in YOUR city to
be notified
Airlines
✈ Bookings for travel
✈ Availability - arrivals details arrangements need to be
informed
✈ Staffing levels will have to be increased
✈ Catering requirements for on-board meals adjusted.

Taxis, hire cars, and bus operators

With increased volume of tourists in your city the transport industry
will need to increase the number of vehicles and drivers available.
Tourist Attractions

✈ Local attractions will be included into the itinerary of the delegates

✈ Hotel and tourist attractions need to work together when they bring a
conference into the city
✈ Tourist attractions may need to alter their hours of operation
✈ May need to roster on extra staff

Travel Agents

Delegates may make reservations through travel agents and this will
incur commission that the reservation establishment needs to pay.
Commission is payable to a travel agent whenever any customer makes
a reservation via a travel agent, not just in the case of a conference.
 On-Selling Reservation

An establishment might sell the customer a reservation for their own goods and
services but at the same time on-sell products for another operator:

For example we sell the customer a bus tour to “Arrow town” which is an old
fashioned 1850’s town, 30 minutes’ drive from the city, in which you can walk around
and enjoy the local attractions. However, the customer wants to make a reservation at
one of the restaurants and have lunch so we on-sell a reservation to the local
restaurant. This way both the restaurant and our establishment benefit out this
reservation.