Презентация на тему Reservation department

advance for a space for a specified period of

time.

E.g. Hotel ballroom, restaurant booking, airline seat, a theatre seat, a hotel guestroom, a doctor’s appointment.

important outcome of the reservations process is having a

guestroom ready and waiting when the guest arrives.
To achieve these outcomes, the hotel must have efficient reservation procedures in place.

Here are the reservation process activities

Create reservation record.
Confirm reservation record.
Maintain reservation record.
Produce reservation reports.
Research,

plan, and monitor reservations.

hold a room for the guest until a specific

time of guest’s scheduled arrival date .
The guest must provide us a method of payment.
If the guest does not show up or cancel properly he will be charged for one night accommodation.
If the hotel then fails to provide the room for a guaranteed reservation, legal penalties can be applied if the guest files a complaint.

guests can choose one of the following methods:
The

reservation can be guaranteed by:
Prepayment
Credit card
Advance deposit
Travel agent voucher/miscellaneous charge order (MCO)
Corporate (direct billing account)

to hold a room for the guest until a

stated reservation cancellation hour (Usually 6 p.m.) on the day of arrival.
It is common for hotels planning on full occupancy or nearing full occupancy to accept only guaranteed reservation once a specified number of expected arrivals is achieved.

the telephone;
via mail;
through facsimile, telex, e-mail;
on-line.

obtain the following guest-related information:
guest’s name, address and telephone

number;
company or travel agency name;
date of arrival and departure;
type and number of rooms requested;
desired room rate;
number of people in the group, if applicable;
method of payment and/or guarantee;
any other special requests;

*Most of the above mentioned information is used to create a reservation record.

(Thank you for calling Holiday inn. This is Mary

speaking How can I help you today?)
Identify caller’s need (arrival date, departure date, preference ....)
Provide an overview of the hotel’s feature (number of restaurant, swimming pool)
Make a room recommendation and room rate.
Ask for the sales (Would you like me to book the reservation for you?)
Create a reservation record according to the hotel procedures.
Thank the caller.
*Closing a call as warmly as opening a call leaves the caller with a sense of confidence that they have made the correct decision. The reservation function is a sales process, if the reservation staff is unenthusiastic, the caller will not a have a positive impression of the hotel and may decide to go elsewhere.