ARRIVAL LIST

WHAT’S THAT?
 DEFINITION:

It’s a document that contains the expected arrivals of the

day.It is sent to front desk early in the morning.
Who is in charge of preparing the list?
It depends on the hotel. It could be.
- Reservations
- Front desk (either the night shift or the morning one)
 IT SHOULD CONTAIN:
• Surname and name (guest data)
• Type and number of rooms
• Regime (half board, full board…)
• Departure date
• Client (name of the company or the person who has made
the reservation)
• Status of the reservation
• Observations: preferred room, especial requirements, etc.
TO BEAR IN MIND:

• As most of the hotels use a PMS, we always have an

updated list.
• The list is usually done in alphabetical order.
EXAMPLE:
 TRANSFER AND EXCHANGE OF
INFORMATION BETWEEN DEPARTMENTS

All this information should be transferred with different

departments. So from the booking department or front
office to:
• Housekeeping department (according to this prediction,
the housekeeper can organise working shifts, buy products,
etc.)
• Maintenance department. That way, and together with
the housekeeper, they can organise different tasks
such as checking doors and windows, lights,
decorating…
• Restaurant. It is essential for them to have updated
information as they need to know how many people
are having each meal and also the characteristics.
(sport events, diabetics, meals with the drinks
included and so on)
• Room service, to see how many rooms they have to
attend.
• Public Relations Department.This department has to
pay special attention to the clients’ data, so if there is
a VIP client who is not going to be welcomed by the
director, it should be this department the one in
charge to welcome them.
• Events Department: weddings, business or meetings
with rooms associated)
ROOM ASSIGNMENT CRITERIA

• First, we are going to assign rooms occupying each floor. It

has no sense to have few rooms occupied and that each of
them is in a different floor, as it is an unnecessary expense
for the hotel. The houskeeper and maids don’t have to
move to different floors. We can also close floors in low
season to save energy and money.
ROOM ASSIGNMENT CRITERIA

• Second, we have to assign always the type of room that is

less frequent in our hotel. That is, the rooms we have less
number: suites, individual ones, the preferred for VIP clients,
etc. It is very important to do so, as we want to satisfy our
clients.
ROOM ASSIGNMENT CRITERIA

• Third, from the rest of the rooms, we will assign first the
ones destinated to groups. That way, we can put them
together. Whenever it is possible we will try to allocate
them in the ground floor, to avoid them using the lift. We
will try to assig them similar rooms (so that they cannot
compare and ask for a change of room).
ROOM ASSIGNMENT CRITERIA

• Fourth, assign the rest of the rooms. Sometimes,

depending on the rythm of work of the hotel, the
assignment can be directly done when our client
comes to the front desk. That way we can ask him
some characteristics. (never forgeting the
previous criteria)
 OVERBOOKING

• Process (seen in the previous unit )

• Reason (revenue management = they want to be
sure that if there is a cancellation they are still
going to be at 100%)
• Be careful when managing the overbooking policy
in your hotel. The protocol has to be clear. Think
also in the type of hotel (a familiar one has to
lodge clients in their competitors while hotel
chains do it in one of their hotels) Study the
historics (weekdays, seasons…of the previous
years)
DID YOU KNOW…?

• Last summer a hotel in the Balearic Islands was fined

20.000 € for overbooking.
• Conil has a platform made up of 47 hotel establishments
which solves overbooking problems.
www.conilhospeda.com
 CONSEQUENCES:

• A decline in the reputation and brand of our business.

• We live in the digital age, so we can have many
negative comments that our affected customers can
upload. These comments are visible to any user and
future client.
• Our clients will be diverted to another hotel so, we
will be giving our customers to the competition,
where they will be better served and more satisfied.