TOPIC 2: HOTEL

RESERVATION AND
RECEPTION
The task of selling and promoting rooms as well as
handling of reservation is assigned to the Sales and
Reservations Sections Department are following.
• Determination of room rates for various types
of accounts/clients.
• Promotion of room sales, up selling of rooms.
• Receiving and processing upon reservations.
• Serving as Center for Communications, handling
inquiries on hotel facilities.
• Preparing reports- room sales, occupancy,
availability status, room count and statistics.
• Coordinating with the Front Desk for room
blockings and assignments.
• Handling pre-registration of guest.
Types of Hotel Clients- for
purposes of designating room rates,
hotel patrons maybe classified as the
ff:
 Types of Hotel Clients
• Walk in Guest- refer to those who come
unannounced, looking for rooms.
• Corporate Accounts- apply to the companies or
institutions, usually with special credit
arrangement in the hotel.
• Associations- groupings of individuals or group
for a common purpose or goal, sharing ideas,
hobbies, beliefs, etc.
• Travel Agencies- most of this agencies have pre-
arranged bookings of their tour groups in a hotel.
• Government Institutions- have special booking or
credit arrangement with the hotel.
 Types of Hotel Clients
• Free Independent Travelers (FTI) - a tourist or
travelers traveling alone.
• Educational Institutions- schools Training Centers.
• Local/Domestic Travelers- promotion known as
sariling atin or our ver own a promotion provides
of 30-50 percent discount for local tourist or
domestic guest.
• Balik Bayan- refer to returning or visiting Filipinos
who are residing or working abroad.
• Other accounts
Hotel Room Rate Designations-
defines what position a rate will take
within the overall rate hierarchy.
Hotel Room Rate Designations
• Rack Rate - is the highest published rate a hotel
can charge for a specific room.
• Corporate Rate - a special rate given to
corporate accounts as an incentive for their
patronage. Rate may reflect 10-20 percent
discount from the rack rate.
• Volume Account Rates - is given when there is a
guaranteed no. of rooms night within a specific
time frame ( 1 week or 1 month).
• Government Rates - government officials who
stay in a hotel for official functions.
Hotel Room Rate Designations
• Seasonal Rates - to offer off-season rate, which
is much lower than the rack rate during in
season.
• Weekday-Weekend Rates - some hotels
experience high occupancy during weekdays and
lower occupancy during weekends.
• Advance Purchase Rate - like some airlines,
hotels may give incentive to early bookings by
giving special rate for advance room payments.
• Half day Rates - are for those designed for
short time or for half day conferences that need
sleeping facility.
Hotel Room Rate Designations
• Industry Rates - are for associations and group
of professionals or industry practitioners who
are offered discounted rates as a show of
professionals courtesy.
• Package Rates - a hotel may come out with a
package rate whereby the cost of the room,
meals, and other part of package will appear to
be much lower than paying for them separately.
• Group Rates - are given to group bookings.
• Per Person Rate - Charges are based on the no.
of people in a rooms.
 Types of Reservation
• Regular Reservations - refer to an agreement
that a hotel makes to hold a room until cut-
off date and time.
• Confirmed Reservations - apply when the
terms of reservation have been verified.
• Guaranteed Reservations - is an agreement
that the hotel makes to hold a room for a
guest until the guest arrives.
Accepting a Reservation fill up the following
reservation and noting the ff. information:
1. Arrival date/time.
2. Departure date/time.
3. Name of the guest.
4. Type of accommodation.
5. No. of persons.
6. Company name.
7. Address/fax or tel. no.
8. Manner of payment.
9. Status.
10.Remarks/special request.
11.Booked by/Initial.
Reservation through the
telephone:
1. Greet the caller
2. Obtain caller and guest name
3. Check availability
4. Check guest history
5. Note details of reservation
6. Upsell accommodation
7. Record special arrangement
8. Reconfirm details of reservation
9. Explain guarantee policy
10.Thank the caller
The ff. are methods to guarantee a reservation:
1. Credit card - major credit card companies
have developed system by which
participating properties can be guaranteed
payment for reserved rooms that were left
empty by the clienteles non appearance.
2. Advance deposit - or partial pre payment
requires the guest to remit the property a
specified amount prior to the guest stay.
The ff. are methods to guarantee a reservation:
3. Travel agent - used less frequently by
smaller travel agencies because they prefer
to use the credit card or advance deposit
guarantee.
4. Corporate account - a corporation or
business establishment agrees to accept
financial responsibility for any appearance.
5. In house voucher - a special house
promotion designed to attract valued guest
or new
Check-in Procedure - a systematic
approach to rooming a guest is always
necessary, it is effective to organize
the property with their system and
procedure. From the airport the guest
is escorted to the hotel.
The following are the check-in procedure observed
when rooming a guest:
1. Greeting the guest with a smile.
2. Guest would appreciate so much if the desk clerk spells
correctly and remembers their name as it show recognition
and importance of their being a client.
3. Pre-prepared registration is then checked to ascertain if
guest had made reservations earlier and if there are any
message upon arrival.
4. Present registration card with a pen, Fill up the hotel
registration form.
5. Room assignment, record the no. of the registration card
and update the computer or room rack by blocking the
room.
Exceptional Registrations
1. Walks-ins - and same day reservation guest who would
like to check-in without any reservation.
2. Claimers - are guest claiming a reservation (Ordinary).
This situation poses a difficult position when a hotel is
fully booked or overbooked.
3. Cancelled Reservation - is when a guest informs the front
desk that he would like to register an earlier reservation
which has been made.
4. Share-withs - is when a guest share a room with another
guest.
5. Joiner - is when an additional party joins an already in
house.
6. Rack Rate - is the relative amount charged to a room
which is full, and non-discounted.
Check-out Procedure - the
efficiency of the front desk clerk
is tested in the check-out
procedures used when the guest
leaves the hotel.
The ff. are the basic steps when checking-
out a guest.
1. Guest calls the front office informing the desk
clerk of his intention to check-out.
2. Bellman has been informed of the guests check-
out.
3. Bellman goes to the guestroom to assist guest
with his luggage.
4. As the guest approaches the front desk, clerk
greet the guest.
5. Determine guest name and verify that name
corresponds to room number.
The ff. are the basic steps when checking-out a
guest.
6. Secure registration card ( and guest folio) from
pit.
7. Recover key (s) from the guest.
8. The desk clerk calls the restaurant for meal
chits and housekeeping to check the room for
mini bar consumptions.
9. determine whether or not the guest had a
pleasant stay.
10. If not the guest did not have a pleasant stay,
apologize for any minor complaints and log them
immediately or call a manager and make any
necessary adjustments.
The ff. are the basic steps when checking-out a
guest.
11. Total the folio and present it to guest with a pen for
verification and signature.
12. If guest dispute charges, make a deduction if
authorized or else call a manager to investigate further.
13. After the receipt of the approved folio, make sure that
it has been signed.
14. Determined settlement method.
15. Settle the account using the correct procedures and
close the folio.
16. Present completed folio and possible vouchers folded
(or in envelope) to the guest for their personal life.
17. Issue departure, clearance slip.
The ff. are the basic steps when checking-out a
guest.
18. Assist guest cleaning safety box if availed of.
19. Determine and note any further reservation.
Offer assistance if guest wants to make
reservation in the future.
20. Thank the guest for staying in the property.
21. Bellman accompanies guest to car. After luggage
have been accounted for, bellman bids the guest
for staying in the property.
22. Bellman accompanies guest to car. After luggage
have been accounted for, bellman bids the guest
goodbye.