Hotel Reservations: Processes, Systems, and Key Terminology Explained

This report provides a comprehensive overview of hotel reservations, encompassing various aspects of the process. It begins by defining the core learning objectives and then delves into the reservation process itself, including taking guest requests, recording details, and confirming bookings. The report classifies reservation sources, such as tour operators, airlines, and corporate houses, and explores different modes of reservation, like verbal, written, and online portals. It details various reservation types, including guaranteed, amended, and group bookings, and outlines the functions of reservations in revenue generation and accommodation preparation. The report further examines recording methods, such as manual and automatic systems, and distinguishes between FIT and group reservations, as well as walk-in and VIP reservations. It also addresses overbooking and the confirmation process, including cancellation and revision procedures. Finally, the report covers forms, formats, and terminology used in hotel reservations, including IRS, CRS, and various terms related to room types, rates, and guest services. This report is a valuable resource for understanding the complexities of hotel reservations.

RESERVATIONS

LEARNING OBJECTIVES
To understand the different aspects of hotel
reservation and importance of reservation functions

RESERVATION …
 Process of booking a room prior to the arrival of a guest
so that the room is available at the time when said guest
checks in
 The reservation process involves taking the guest’s
requests for a particular room if any, at an agreed price
and recording such requests precisely before confirming
the reservation
 Reservation also records important details of guests that
will later be used by other front desk colleagues and other
department
 It is an activity concerning the sale of room

SOURCES OF RESERVATION
 Source is classified as an individual or body that
actually pays a hotel for its services. A reservation agent
has a large market from which he/she receives
reservation. The principle sources of reservation are : Tour operators & travel agents /agencies Airlines Corporate houses Embassies and consulates, diplomats, govt. offices Free individual travelers CRS (central reservation system) Hotel websites Associations/NGOs Referral hotels Global distribution system

MODES OF RESERVATION
 Verbal – phone call, in person
 Written - letters, fax, e-mail
 Online portal, mobile applications

RESERVATION TYPES
 Guaranteed / Confirmed Reservation (Booking in
writing ,Prepayment ,Credit Card, Commercial Contract,
Advance Deposit)
 Amended
 Group
 Bumped reservation
 Non - confirmed

FUNCTIONS
 Help to generating revenue from future and prospective
sales by receiving the reservation request from the
prospective guest, check availability of rooms, to
process the request and either to accept, wait list it or
deny it, communicating it and then recording it
 It gives good indication of the business level that hotel
can get in future
 It give a chance to arrange and prepare suitable
accommodation for guest on time
 It also help in scheduling and reorganizing the staff ,
equipments as per requirements

METHODS OF RECORDING
BOOKINGS
 MANUAL SYSTEM -
• Bound Book Register
• Loose Leaf Register
• Individual Guest Registration Card Method
• By phone and filling up reservation form
 AUTOMATIC SYSTEM
 SEMI –AUTOMATIC SYSTEM

GROUP RESERVATION
 A group consist of 15 persons or more who travel
together
 Form a major part of hotel business
 It can be – tour groups, military troops, sports
teams, airlines crew, political and govt. delegations,
participants of a conference/seminar, family
functions, performing artistes
 Group reservation require block booking of several
rooms at once

FIT RESERVATION
 FREE INDIVIDUAL TRAVELER who is an
independent guest does not use the services of
middlemen for booking his/her room

WALK -IN
 A guest who wants a room without prior
reservation
 At any given time a guest may arrive
unannounced looking for a room to stay

VIP RESERVATION
 VERY IMPORTANT PERSON who is extended special
privileges by the hotel
 Criteria for Categorizing guests as a VIP may differ
from hotel to hotel

OVERBOOKING
 It is an act of booking more rooms than actually
available by the hotel
 Rooms are overbooked to compensate for no-shows
and cancellations that will likely occur

CONFIRMING BOOKINGS
 Booking in Writing – by e-mail/letter
 Prepayment
 Credit Card
 Advance Deposit
 Penalty Charges
 Miscellaneous Charge Vouchers ( MCO)

CANCELLATIONS AND
REVISION
 Guest may cancel a confirmed reservation for many
reasons or asks for a revision of his booking
instructions

AMENDMENTS
 In certain cases the guest may change his/her original
booking program and inform the same to hotel with a
request to make amendments in hotel record
 The changes usually is in dates of booking and some
time it may be in number/type of rooms

FORMS AND FORMATS USED
 RESERVATION FORM
 REGISTRATION CARD

IRS – INSTANT RESERVATION
SYSTEM
 An independent division of the chain hotels and
situated in one of its units

CRS – CENTRAL RESERVATION
SYSTEM
 A central (or computerised) reservation system that
controls and maintains the reservations for several
hotels in one location, and automatically redirects the
reservation to the required hotel.
 Generally used by a chain of hotel
 All the units of the chain hotel are interlinked with CRS
 It provides the customer a single source for collecting
information

RESERVATION
TERMINOLOGY
• ALLOWANCES
• AMENDMENTS
• CANCELLATION
• CHECK – IN
• CONFIRMATION
• DOUBLE OCCUPANCY
• GROUP
• PAX
• REVISION
• SALE
• SPATT
• UPGRADE
• FLAT RATE
• GUARANTEED BOOKING
• GUEST
• FORECAST
• FREE SALE
• FIT
• GIT
• LAY – OVER
• ON – REQUEST
• SOLD OUT
• SINGLE OCCUPANCY
• STAY OVER
• OUT OF ORDER ROOM
• AMENITIES

• ROOM BLOCKING
• ROOM AVAILABILITY
• ROOM NIGHT
• WAIT LIST
• ADJACENT ROOM
• ADJOINING ROOM
• CONNECTING ROOM
• TWIN ROOM
• TRIPLET
• QUAD
• QUEEN
• SUITES
• DUPLEX
• HOUSE ACCOUNT, GUEST ACCOUNT,
MASTER ACCOUNT
• RED EYES GUEST
• SMOKING
• NON SMOKING
• RACK RATE
• BAR
• ROOM PLAN – EP,AP,CP,MAP, B&B
• AIRLINE CONTRACT RATE
• CORPORATE RATE
• CRIB RATE
• DAY RATE
• EXTRA BED
• FTR, GR,TAR,UNR
• PACKAGE RATE
• SAC,SRT,EPO
• GUEST LEDGER
• ETA,ETD
• NO SHOWS

THANK YOU
SAURABH BHARTI – HOSPITALITY PROFESSIONAL