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• Prepayment
· Credit card
· Advance deposit
· Property Direct
· Internet
Central Reservation System (CRS)
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.
Central reservation systems
· Telephone
· Property-to-property
· FAX
· E-mail
Group Bookings
Types of groups
Tour groups
Conference/convention
Charity groups (fund raising)
Flight crews
School groups
Sporting groups
Reservation Availability
After receiving a reservation request, the hotel might accept it,
as it is, if there is room availability.
If not, the reservation department should suggest alternative
room types, dates, and/or rates, to the potential guest.
If, however, the potential guest insists on his/her previous
request, the hotel should suggest an alternative hotel.
That's one of the main reasons why we need to maintain
good relation-ships with nearby competing Hotels
continued
The reservation department should always compare
historical reservation volumes against actual arrivals.
The main reason is to cope with overbooking, which a
situation occurring when the total number of rooms
reserved for a certain period of time exceeds the total
number of rooms available for sale, for the same period of
time.
continued
Rack
Corporate
Government
Airline (delayed flights, crew, package)
Travel Agents (package, familiarisation, group, F.I.T.)
Groups/conference
Packages (honeymoon, weekend, midweek)
Five steps to selling
Reservation forms
Registration cards
Guest folios on check-out
Housekeeping
To enable accurate staff rostering
Budgeting, planning for refurbishment, ordering of
supplies
Food and Beverage
As above
Departments concerned with reservations
report
Maintenance
To enable accurate staff rostering
Budgeting, planning for refurbishment, ordering of
supplies
Concierge/Porters/Front Desk
As above
Types of Reports
Occupancy
Arrivals
Cancellations
Special requests
V.I.P.S
Black lists
Market Segments
Guest history
Occupancy Reports
Prepared on a regular basis for:
rostering
budgets
maximising occupancy
planning refurbishment
ordering
Special Requests Report
Housekeeping
Cots/rollaways/special linen/vases/flowers/baby
sitters/early and late arrivals and departures
Room Service
Champagne/fruit baskets/flowers/VIP mini bars
Porter/ Concierge
Theatre bookings/restaurant bookings/hire cars/early
arrivals/late departures/wheelchair access/luggage
storage/red carpet
Special Requests Report
Food and Beverage
Dietary, Group meals, Children, Cultural Requirements,
Seating, Groups departing early
Functions
Dietary, AV Equipment, Meal break times, Business
Services
Group and Conference
Details
ETA/ETD
Rooming list ready
Rooms Assigned
Staffing requirements
Porter/Concierge (Luggage collection times)
Food and Beverage
Functions department
Hospitality room/area
Black List