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Session 3
2. Practical-Reservations on Fidelio.
3. Presentation on Reservations.
Reservations . . .
Prepayment
Advance Credit Card
Deposit
Inter-Hotel
Voucher
Travel Corporate
Agent Voucher / MCO
Guaranteed VS Non-guaranteed
reservations.
Guarantee what is not…for money or for life!
➟ Intersell Agencies
➟ Property Direct
- FIT
Airlines as a source of reservations….. - Travel Agents
• Crew - Corporate
• Layovers - Airlines
• Frequent Flyer Clubs
Reservations in hotels for Affiliate and
Non-Affiliate Hotels
TAJ
2 ANASAZI
AA 3
UTELL 4
5
Global Distribution System
• ANASAZI took over UTELL and REZ Solutions was
formed
• www.netrez.com
• Each hotel has a unique ID and password
• 60% of bookings worldwide are through GDS
TAJ
REZSolutions
AA 6
UA 7
Other sources include...
INTERSELL AGENCIES PROPERTY
which handle more than DIRECT
one product line and channels request for
provide related services accommodations,
to common end users or monitor central
a variety of diverse end reservation systems
users. and maintain
dynamically updated
room availability
status.
RESERVATION
ENQUIRY
Reservation Enquiry . . .
This Process involves the guest calling up for
information regarding the hotel. He or She may
then immediately or after comparison with
GATHER others
DATA decide to book a room. MODES
Name, Address, Telephone Number, [Co. / TA
name],Date of Arrival, Date of Departure, Type
& 1.
In Person
number of rooms requested. 2.
Telephone
3. Mail
ESTABLISH 4. Facsimile
Room Rate, Number of Pax, Settlement method,(Fax)
Special Requests 5. Telex
6. E-mail
HOW IS AVAILABILITY IN A
HOTEL DETERMINED
Determination of Availability
• Control Book / Chart System
Reservation Tally 06/01
• Computerized Systems
- Creation of record
- Daily Arrival, Departure, Stayover Reports
- Room and rate alternatives
- Special Events & Sold out Positions
- This can be done at the touch of a button
CREATION OF
RESERVATION RECORD
Reservation Slip
The Reservation Record
Guest Details
• Creation of Reservation Record
Guaranteed Reservation
Credit Card Information: Company, Number,
Expiration date
Prepayment or deposit Information
CONFIRMED
Reservation Confirmation
Confirmation Letters
36014PM514
CONFIRMED
Reservation Maintenance
AMMENDMENT CANCELLATION
Cut-off •Authorization
• Name Change
Date • Reason
• Date Change
• Room Type • Alternative
• Special Request • Guaranteed
• Guarantee Method
Cancellation Procedure
A c c e s s R e c o r d
v e r i f y D a t a
P r o c e s s R e q u e s t
L o g C h a n g e s
G i v e N E W T r a n s a c t i o n N o
F i l e d o c u m e n t s
Policies & Procedures
Cancellation and Amendments
• Cancel reservation on system
• Log cancellation number
• Return deposit if under deposit control time
• In case of corporate guarantee, request written
documentation after assigning cancellation number
and updating records
Policies & Procedures
Cancelled reservations
• Obtain guests name, address, identification
• Clarify and cross check details of booking
• Assign new status
• Ensure property is protected against loss
• Follow property guidelines for records
• Ask caller if alternatives desired
Policies & Procedures
Non guaranteed reservations
• Change to guaranteed
• Obtain details of source of guarantee
• Establish credit & guarantee
• Assign new guarantee number
• Change status and alter the record
THE RESERVATION RECORDS
• Correspondence Files
• Waitlisted Bookings
• Group Cancellations
• FIT Cancellations
• Corporate Credit List
• Travel Agents Credit List
SOME REPORTS
• Reservation Transaction Report
• Commission Agent Report
• Turn-away / refusals Report
• Revenue Forecast Report
• Expected Arrival & Departure Lists
• Deposit Security & Trend Analysis
MIS From Reservation Activity
Transaction Logs / Reports
Commission Agents Reports
Turnaway Reports
Revenue Forecast Report
Arrival Lists
Feeder City Analysis
Source Code Analysis
Market Segment Analysis
Business Break up Reports
Guest Status Reports
Nationality Break up
Commercial Account Categorization
CUSTOMISED REPORTS
Legal Implications
• Legal agreement, written or oral; may
constitute a contract, standing instructions
or agreement between two or more
beneficiaries.
• Formal agreement of property specific
policies supporting reservation activities for
consumers or end users.
• Supports professional business environment
Group Reservations
• Involves intermediaries like the wholesaler,
retailer, reservation network and handling
agent in addition to the hotel.
• Group Blocks : Contracts specifying exact
dates, accommodations and rates involved
• Tour groups : Research reliability and past
performances.
Potential Reservation Problems
• Errors in reservation record…
Always verify information entered by reciting
information back to caller
• Avoid jargon…
Always understand what the guest needs, explain
what term means, repeat and confirm.
• Miscommunications at external reservation levels
have to be rectified at once
• Always try and maintain a 100% confirmation for
all reservations.
THANK
YOU