FRONT

Office Services
Prepared By:
Quennie C. Gayo
Metro Dumaguete College
 CORE COMPETENCIES

Receive and process reservations

Operate computerized reservations system
Provide accommodation reception services
Conduct night audit
Provide club reception services
Provide concierge and bell services
Provide cashiering services
The Reservation
Process in Hotels
INTRODUCTION The word reservation is described
as reserving or blocking a specific
room for a guest for a certain
period of time which is made as
per the request made by the guest
while booking.

Reservation is the process of

booking which is done between
two parties i.e. one is a guest and
another one is hotel reservation
staff.

The reservation is a place where

guest interaction starts with the
hotel, during this interaction
reservation staff are responsible to
make a room booking.
 RESERVATION
INQUIRY

The reservation process begins

with an inquiry when the guest
makes a call for a reservation
the first process is to register as
an inquiry.
 The points which need to collect during
the process are:

·First need to collect the name of the

guess
·Date of arrival
·Date of departure
·Room type and category
·Number of guests
·Number of rooms
·Room plan
·Contact Number
·Address
·Mode of payment
·Payment details
·Pick-up and drop
·Any special request
 CHECKING
ROOM
AVAILABILITY

The next most major step in the

reservation process is checking
the availability of the room.
During this process, need to
check what kind or type of
room, number of pax, and
which date the guest has
requested then need to check
the availability of the room.

 RESERVATION
SOURCE

The people travel from one

country or city to another for
various reasons i.e. business
trips or vacation for this they
require an accommodation to
stay. Therefore they reserve a
room through different sources
as per their convenience.

 RESERVATION
SOURCE

1) Direct

The guests directly contact the

hotel for booking a room
especially when the guest
doesn’t require any third party
to book a room.
 RESERVATION
SOURCE

2) Travel Agent

The guest book a room through

a travel agent, this is mostly
preferred by a group of people
who are traveling.
 RESERVATION
SOURCE

3) Corporate

This booking is done by a

company or an organization to
reserve a room for its
employees, clients, or visitors.
 RESERVATION
SOURCE

4) Airlines

This booking is done by airlines

to reserve rooms for their staff
for routine stay and also for the
air passenger in case of flight
cancellations.
 RESERVATION
SOURCE

5) Institutions

This booking is done by

institutions to reserve a room
for sportspeople, delegations of
embassies, or performing-art
program groups, workshop
groups, and alike who travel to
a different location.
 ACCEPTING OR
DENYING
RESERVATION

After checking the availability of

the room, reservation staff will
be in a position to accept or
deny the reservation made by
the guest
 REGISTERING
RESERVATION
DETAILS

can be
The reservation
accepted or denied it totally
depends on the room
availability on that particular
day. So after accepting or
denying the reservation next
process will be registering or
documenting details of the
guest who will be arriving.

 RESERVATION
CONFIRMATION

After registering the details of

the guest’s next process is
reservation confirmation, in this
reservation staff confirm a room
to a guest and collect the card
details for the payment if
required advance needs to
collect it is based on guest
history.

 TO MAINTAIN
RESERVATION
RECORD

Once the room of a guest is

confirmed next process is to
maintain the reservation record,
in this reservation staff make a
reservation report for all
bookings to maintain a record.
The records are maintained or
handle in two ways:

1) Documenting The Actual

Reservation

During this process, need to file

and record the actual
reservation details and if
working in an exceedingly
computerized system then the
record will be maintained in a
printed form of reservation.
The records are maintained or
handle in two ways:

2) Modifying The Reservation

During this process, details are

modified which are recorded in
the reservation form.
 COMPILING THE
RESERVATION
REPORT

When you complete all the

formalities of reservation
records, reservation staff
prepare the reservation
department report by
compiling on the basis of date,
week, month, or year.

 TO GENERATE
RESERVATION
REPORT

reports are
The Reservation
been generated for the benefit
of serving or it helps the
management to know the daily
forecast.

·Occupancy report
·VIP or VVIP arrival report
·Revenue forecast report
·Turn away report

RESERVATION CANCELLATION

where
This is also another scenario
the hotel loses business with a
guest.

·Finding out details of the guest and

respective reserved rooms.
·Verifying the charges of cancellation, if
any.
·Informing the guest about cancellation
charges.
·Canceling the reservation in the system.
·Updating the system for room
availability.
·Confirmed with the guest about the
cancellation.
RESERVATION CANCELLATION

where
This is also another scenario
the hotel loses business with a
guest.

·Finding out details of the guest and

respective reserved rooms.
·Verifying the charges of cancellation, if
any.
·Informing the guest about cancellation
charges.
·Canceling the reservation in the system.
·Updating the system for room
availability.
·Confirmed with the guest about the
cancellation.
THANK YOU!!