Introduction to Reservations Department
Role of Reservations
Modes of Reservation
Sources of Reservation
Types of Reservation
Amendment Policy
Cancellation Policy
4. Blocking a particular room type for a guest, for
a definite period of time, for a particular guest.
It gives the guest the first impression of the
hotel.
The entire front office activities start the
moment an enquiry or request regarding
accommodation is made at the reservations.
5. —William Shakespeare
“Think of it as an inspirational quote
related to Reservations. This quote
motivates you to study harder & score
good marks in exam.”
7. • First impression of the hotel to the guest
• Sells the main product of the hotel
• Generates customers for hotel’s other
departments
• Helps in planning for workload
• Assurance for the accommodation to
the guest
• Booking can be done as per your own
choice (budget, preference, view)
• Controlling expenses with expected
income from room sales
9. VERBAL
MODE
Walk-in & telephonic
Immediate response
Quick process
Complete information
Direct contact with hotel
More professional touch
Proper standards are followed
Call are recorded
10. ● Majorly used by companies & travel
agencies
● Guarantee Voucher
● Usually on letterheads
● Details need to match with PMS
LETTER
● Used to send scanned hard copies
● Instant process
● Details need to be accurate
FAX
● Tele printer exchange
● Old version of fax machine
TELEX
● Most common method
● Details need to be accurate
● Instant process
EMAIL
11. • Major source of booking
• Everything is one click away
• Hotel website & Online Travel Agents (OTAs)
• Pre-payment option available
• Reduce changes of No Show
• All details, services, facilities mentioned in
detail with pictures
• More feasible
Online Mode
13. Sources of Reservations
Travel Agents Companies/
Corporates
Airlines
Embassies/
Consulates
Government
Offices/
Ministries
Direct Booking
14. Travel Agents
Yearly contract, fixed rates, change in season,
black out dates, commission on BAR, certain
amount of business to be given
CONTRACTED
Booked on BAR, commission, IATA number,
prepaid bookings, small scale business
NON-CONTRACTED
OTA website, online payment, website & hotel
system link, contracted, no single point of contact,
major source of booking
ONLINE TRAVEL AGENT (OTA)
15. Corporate/ Companies/ Airlines
• Holds an yearly contract with the hotel
• Rates are fixed for each room category
• Rates change as per the change in season (low, high, peak)
• Suites are non-contracted
• Contracted rates not applicable during black out dates
• Certain amount of room nights/ business to be given
• Need to send booking email from official email ID
• Generic corporate rate for non-contracted
16. Embassies/ Consulates
● Major locations are capitals/ tourist
cities
● Holds an yearly contract with the hotel
● Rates are fixed for each room
category
● Rates are same irrespective of the
season
● Suites are non-contracted
● Contracted rates not applicable during
black out dates
● Need to send booking email from
official email ID
17. Government Offices/ Ministries
Located in capital
cities
Fixed rate for all room
categories
Contracted rate not
applicable for black
out dates
Deal with govt offices
& ministries
Yearly contract with
the hotel
Official email ID to be
used for booking
18. Direct Booking
Guest make the
booking directly
Website, email,
walk-in,
telephone
More
personalised
service
Direct
negotiations
Better explaining
of facilities &
benifits
Eligible for loyalty
programs or
memberships
No third party
involvement
Rates vary on daily basis
21. • Requires mode of payment at
the time of booking
• Credit Card
• Debit Card
• Companies/ Corporates
• Cash
• Advance Deposit
• Pre-payment
• Cheque
• Bank Transfer/ RTGS/ NEFT
• Opera Codes: CC-GTD, CO-
GTD, CL, TA-GTD
• Also known as “tentative
booking”
• Another name used is “6pm
reservation”
• 24 hours existence in PMS
• Requires follow up
• Majorly done for contracted
travel agents & companies
• Opera Codes- DP-REQ, NON-
GTD, 6PM
GUARANTEED RESERVATION NON- GUARANTEED RESERVATION
22. ● No guarantee given
● Reservation does not get cancelled
irrespective of not having a guarantee
● Majorly on the goodwill of the guest
● Examples: Celebrities (sometimes),
Repeat Guests, Loyalty Card
Members, Owner’s Reference,
Management’s Reference
CONFIRMED RESERVATION
24. - Cancellation is to stop some
event, decision or activity.
- The guest changes their
travel plans which results in 2
situations:
Guest cancels the booking.
Booking gets postponed or
preponed.
Factors affecting cancellation
policy-
- Gap between arrival date &
cancellation date
- Level of demand of rooms
- Regular guest or frequent
traveler or first timer
*Cancellation fee could be from 1 day to entire stay charge & sometimes
free cancellation is allowed as well.
25. Any changes in the booking- preponing
dates, postponing dates, increasing number
of rooms/ guests etc.) is an amendment.
Amendments are allowed if room are
available & rates are not affected due to
season.
*Amendment policy of the hotel is usually same as cancellation policy.
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Do you have any questions?
Arpendra.chauhan@iihmpune.com
+91 626 035 1741
