1. RESERVATIONS
COMPILED BY
SUNIL KUMAR
1

2. 2
RESERVATIONS
 Describe the different types of reservations and identify the
information sought during a reservation inquiry and contained in
a reservation record.
 Identify major sources of reservations
 Describe the process for taking group reservations
 Identify the tools managers use to track and control reservations
availability
 Describe policies and procedures surrounding the confirmation,
changes, and cancellations of different types of reservations
 Explain the functions of typical management reports and
reservations records that can be generated from reservations data

3. 3
From a guest point of view, what would you
consider the most important function of
the reservations department?
From the hotel manager and/or owner point
of view what is the most important
objective of the reservation process?
Processing Guest Reservations involves:
 Matching room request with room availability.
 Recording, confirming and maintaining
reservations.
 Producing management reports.
 Complete room assignments.
 Initiate guest accounting and guest history
files.
 Fulfill guest special request. All of the above
can all be done with hotel’s property
management system. page 127
TYPES OF RESERVATIONS
GUARANTEED
 Prepayment
 Credit card
 Advanced deposit
 Travel agent
 Voucher or MCO
 Corporate
NON GUARANTEED
 No form of deposit required.
 No charge for cancellation.
 Will only hold room until cut-off
time, usually 6pm
 Can sell room after cut-off time.
Would you accept a non guaranteed
reservation if your hotel was sold out?
Page 132

4. 4
Reservations and Sales
Why is the Sales Department a primary source of reservations for the
hotel?
They focus their efforts on selling to groups
Why did many hotels alter the system for providing sales managers with
financial incentives from room nights sold to total revenue
generated?
Because by measuring total revenue, instead of room nights sold, sales
managers are encouraged to balance room nights sold with rates.
Therefore sustaining a solid rate structure for the period in question.
Why do many hotels bring the reservation manager into the sales
process?
To better collectively plan and control any future business, instead of
reacting to what ever the market provides.
What does the term “Group Allocation” refer to? Pgs 128-30

5. 5
THE RESERVATION INQUIRY
Vital information that must be collected by
the reservation agent during the
reservation process will include the
following:
 Guest name
 Address
 Telephone number
 Company and or travel agent
 Date of arrival and departure
 Type and number of rooms requested
 Room rate and number of people in
party
 Method of payment
 Any special request
How is THE RESERVATION
RECORD created?
By all information collected
during the reservation
inquiry.
What Are the Seven Basic Steps in
The Reservation Sales Process?
See pgs 133-4

6. 6
CENTRAL RESERVATION SYSTEMS
Affiliate reservation networks:
o Hotel chain reservation
system
o Streamline the processing of
reservations
o Reduce overall cost
o Attract and refer business
o Information sharing
Non Affiliated reservations networks
o Used by independent hotel
operators
o Only accept a limited number of
hotels in geographical area
o Deals directly with public via
toll-free numbers
o Charge a flat fee for
communications equipment and
an additional fee for each
reservation transaction they
process.
Pages134-135

7. 7
TYPES OF RESERVATIONS SYSTEMS
 Central Reservations Systems: Hotel
chains, Affiliated and Non Affiliated
Reservations Network
 Leading hotels of the World
 Preferred Hotels
 Distinguished Hotels
See exhibit 1 on pg 133
 GDS or Global Distribution Systems: Sabre,
World Span.
 Intersell Agencies: handle reservations for
airlines, car rentals and hotels. (All in one
approach)
 Property Direct: fax, phone, property to
property, e-mail and internet see exhibits 3,4
and 5 on pages 139-143
Group Reservations: can be done
via:
 Guest direct
 Meeting planners
 Tour operators
 Travel agents
 Convention and visitor bureaus
What is a group BLOCK?
 The term BOOKED refers to?
 When do BLOCKED rooms turn
into BOOKED rooms?
 The term CUT-OFF DATE means?
 The term WASH OR WASH-DOWN
indicates that?
 What is “Non Group
Displacement”?

8. 8
RESERVATION AVAILABILITY
What three things might happen when
processing a reservation request for a
guest or group?
 Accepting the reservation request
 Suggest alternative room types, dates
and/or rates
 Suggest an alternative hotel.
What must managers do to properly
control overbooking?
Following what steps will greatly assist in
avoiding OVERBOOKING?

9. 9
THE RESERVATION RECORD
THE RESERVATION RECORD MUST
INCLUDE ?
The reservation record also.
 Initiates the guest cycle
 Creates the reservation history files
 Generates several important
management reports
GUARANTEED RESERVATIONS require
information relating to method of
payment, such as:
 Credit card number.
 Prepayment or deposit info.
 Corporate or travel agency account
info.
A RESERVATION CONFIRMATION
 Ensures that the Hotel acknowledges
and verifies you have a room secured
with them.
 States the intent of both parties
 Confirms important points of the
agreement, (name,dates,rate)
Confirmed Reservations may be either
guaranteed or non-guaranteed. (True
or False?)
Understand the purpose of the following:
1. CONFIRMATION LETTERS
2. CONFIRMATION /CANCELLATION
NUMBERS (how they
work/importance)
3. MODIFYING NON-GUARANTEED
RESERVATIONS PROCESS
4. RESERVATION CANCELLATION
STEPS

10. 10
RESERVATION REPORTS
THE FOUR KEY RESERVATION
MANAGEMENT REPORTS
ARE:
1) RESERVATION
TRANSACTIONS
2) COMMISSIONS AGENT
3) TURNAWAY
4) REVENUE FORECAST
OTHER REPORTS INCLUDE
o Expected Arrivals And
Departure List
o Advanced Deposits Report
o Reservations Histories
Reservations Considerations
Legal Implications. Are there any?
What is a Waiting list?
Package Deals, what do they usually
include?
Some Potential Reservations
Problems:
Error in reservation record
Misunderstandings due to industry
jargon
Miscommunication with external
Res. System/ CRS Failures
Online reservations system failures