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Untitled Prezi

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Dianne Deato

on 28 June 2013

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Transcript of Untitled Prezi

1. Guaranteed Reservation
– assures the guest that the hotel will hold a room until a specific time of the day following the guest’s scheduled arrival date.
A
reservation inquiry
is the process where the reservations agent collects information about the guest’s stay.
A
reservation record
identifies guests and their occupancy needs before the guests’ arrival.
A
reservation confirmation
means that the hotel acknowledged and verified a guest’s room request and personal information by telephoning, faxing, or mailing a letter of confirmation.
Popular reservations management reports include:

1. Reservation transactions report:
Summarizes daily reservations activity in terms of reservation record creation, modification, and cancellation.

2. Commission agent report:
Agents with contractual agreements may be owed commissions for business booked at the property.

3. Turnaway report (or refusal report):
Tracks the number of reservation requests refused because rooms were not available for the requested dates.

4. Revenue forecast report:
Projects future revenue by multiplying predicted occupancies by applicable room rates.

Kasavana, M. L., & Brooks, R. M. (2005). Managing Front Office Operations. Educational Institute American Hotel & Lodging.

Some lectures in FRONOP1


Hotel Reservation
FRONOP2 H31B
What is Reservation?
Definition
* Conducting the reservation inquiry

* Determining room and rate availability

* Creating the reservation record

* Confirming the reservation record

* Maintaining the reservation record

* Producing reservation reports
Activities Involved In Reservation
Types of Reservation
1. Reservation Inquiry
3. Reservation Record
4. Reservation Confirmation
5. Reservation Reports
Basic Phraseologies
Reference(s):
2. Non-Guaranteed Reservations
– the hotel agrees to hold a room for the guest until a stated reservation cancellation hour (usually 6pm) on the day of arrival.
Reservations

is the process that involves matching room requests with room availabilities; recording, confirming, and maintaining reservations; and producing management reports.
Prepayment, Credit Card, Advance Deposit, Travel Agent, Voucher or MCO, Corporate
The Reservation Process
Reservation requests can be made:
- In person
- Over the telephone
- In the mail
- Central Reservation System (CRS)
- Intersell agency
Information that need to be collected:
- Guest’s name
- Address
- Telephone number
- Company or travel agency name
- Date of arrival and departure
- Type and number of rooms
2. Reservation Availability
When a property receives a reservation inquiry, it is important to
compare the data with previously processed reservations
. Processing a reservation request results in one of the responses:
- Accept the reservation as requested

- Suggest alternative room types, dates, and/or rates

- Suggest an alternative hotel
Guest Data include:
- Guest name
- Guest’s home or billing address
- Guest’s telephone number
- Guest's company name, address, and tel no.
- Number of people in the party
- Arrival date and time
- Number of nights or expected departure date
- Reservation type
- Special requirements
- Additional information as needed
Request approved! :-)
Mrs. Chuchi Alcoseba
PLAY VIDEO
PLAY ANIMATION
Proper Phraseologies in
Phone Reservation
“How many people in your party?”
“Are you a member of frequent stay program?”
“When are you planning to stay with us?”
“Have you stayed with us before?”
“Do you prefer a non-smoking room?”
“What is your estimated time of arrival?”
“What credit card would you like to use?”
“Can I have your flight details?”
“Let me reverify this information for you.”
Full transcript