1. © 2009, Educational Institute
Chapter 4
Reservations
Managing Front Office Operations
Eighth Edition
(333TXT or 333CIN)

2. © 2009, Educational Institute
Competencies for
Reservations
1. Discuss the sales dimension of the reservations
process, outline the different types of reservations,
and describe reservation inquiries and their
distribution channels.
2. Describe the process of taking group reservations
and discuss group reservation issues.
3. Identify the tools managers use to track and control
reservations availability, and discuss the
reservation record.
(continued)

3. © 2009, Educational Institute
Competencies for
Reservations
4. Describe policies and procedures surrounding the
confirmation, modification, and cancellation of
different types of reservations.
5. Explain the function of typical reservation reports,
and summarize other reservation considerations.
(continued)

4. © 2009, Educational Institute
Guaranteed Reservations
• Prepayment
• Credit and debit cards
• Advance deposit
• Voucher/miscellaneous charge order (MCO)
• Corporate

5. © 2009, Educational Institute
Distribution Channels
• Property reservations department
• Central reservations systems
• Cluster reservations office
• Global distribution systems
• Intersell agencies
• Internet distribution systems

6. © 2009, Educational Institute
Property-Direct Reservations
• Telephone
• Mail
• Property website
• Property-to-property
• Faxes
• Other sources

7. © 2009, Educational Institute
Central Reservations Systems
Affiliate reservation network (hotel chains)
Non-affiliate reservation network
The Leading Hotels of the World
Preferred Hotels & Resorts Worldwide
Distinguished Hotels

8. © 2009, Educational Institute
Global Distribution Systems
• SABRE
• Galileo International
• Amadeus
• WorldSpan

9. © 2009, Educational Institute
Reservation Record
• Guest name
• Home/billing address
• Telephone number
• Company name and
number (if
appropriate)
• Name of person
making reservation
• Number in party
• Arrival date and time
• Number of nights
• Type of reservation
• Special requirements
• Additional
information, as needed

10. © 2009, Educational Institute
Typical Reservation Reports
• Reservation transactions report
• Commission agent report
• Regrets and denials report
• Revenue forecast report
• Expected arrival and departure lists

11. © 2009, Educational Institute
Other Reservation Considerations
• Legal implications
• Waiting lists
• Promotional packages
• Potential reservation problems

12. © 2009, Educational Institute
Potential Reservation Problems
• Errors in reservation record
• Misunderstandings due to industry jargon
• Miscommunication with central reservations system
• Online reservation failures