Operate Computerized Reservation System

UNIT OF COMPETENCY : OPERATE COMPUTERIZED

RESERVATION SYSTEM

MODULE 1 : OPERATING COMPUTERIZED

RESERVATION SYSTEM

Module Description:

This unit of competency deals with the skills and knowledge required in using a
computerized reservations system to create bookings for a range of tourism or hospitality
products and services. The system will vary depending upon the establishment and industry
sector. Reservations systems can be used by an agent booking a supplier’s service and can also
be used by a tourism or hospitality operator receiving and processing reservations. This unit
covers the use of industry-wide systems commonly used by retail travel agencies (CRS).

This module consists of three (3) learning outcomes. Each outcome contains learning
activities for both knowledge and skills, supported with information sheets, self-check activities
and job/operation sheets, gathered from different sources. Before you perform the manual
exercises, read the information/activity sheets and answer the self-activities provided to
confirm to yourself and to your instructor that you are equipped with knowledge necessary to
perform the skills portion of the particular learning outcomes.

LEARNING OUTCOMES:

At the end of this module you will be able to:

LO1. Access and manipulate reservation system information

LO2. Create and process reservation

LO3. Send and receive reservation communication

QUALIFICATION : FRONT OFFICE SERVICES NC II

Operate Computerized Reservation System

UNIT OF COMPETENCY : Operate Computerized Reservation System

MODULE : Operating Computerized Reservation System

LEARNING OUTCOME 1 : Access and manipulate reservation system information

ASSESSMENT CRITERIA:

1. Reservation system is accessed and accurately interpreted.

2. All system features are used to access a range of information.

CONTENT:

CONDITIONS:

Student/ trainee must be provided with the following

Tools Equipment Materials/ Supplies
Computer Reservation form
Telephone Cancellation Form
Confirmation Record
Guest History Card

METHODOLOGY:

• Demonstration
• Discussion

ASSESSMENT METHOD:
• Interview (oral/ questionnaire)
• Observation
• Demonstration of Practical Skills
• Written examination
LEARNING EXPERIENCES
Operate Computerized Reservation System

Learning Outcome No. 1

ACCESS AND MANIPULATE RESERVATION SYSTEM INFORMATION

Learning Activities Special Instructions

Information Sheet No. 2.1 – Read Information sheet No.2.1 –

Answer Self Check No. 2.1

Compare answer to answer key 2.1

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.

INFORMATION SHEET NO. 2.1

Operate Computerized Reservation System

Computerized Booking and Reservations System

Large hotels now operate a computerized booking and reservations system and no longer use a
Room Status Rack because all room bookings, cancellations, amendments and changes in room status
are directly encoded in the room status bulletin/file. The system then generates an room status report
at any time showing the update status of all rooms – out in orders, reserved, vacant, occupied and by
whom, etc.
If the system operates with a network, the housekeeper and Front office staff can directly enter
all charges (like vacant to reserved, vacant ready out of order, etc.) in the computer and this can be
accessed by all concerned persons without having to refer to a hard copy of room status or to any room
status rack.

Sample Room Status Display in the Computer

CROWN ROYAL HOTEL

Current Room Status 20 November 10:00

Room Total Vacant Occu- Out of Depar- Exected Avail- Occ. PAX Project
Type pied order tures arrivals able ted %
Occ.
SGL 12 2 10 0 8 1 9 3 4 25%
(1 HU)
TWI 9 8 1 0 0 0 8 1 11
DBL 9 5 4 2 7 2 22
DBDL 7 3 4 1 2 4 2 3 28
DBL STD 76 73 3 1 3 66 0
Suite 46 6 4 2 2 06 4 8 100
Total 60 32 28 2 19 46

Available rooms = vacant less out of order ( OOO ), less house use (HU) less expected arrival + departure

Reconciliation of Room Status

The assigned Floor or Area Supervisor in the Housekeeping Department is required to do daily
room check for him to come out with a Room status Report. This is done preferably at 10 AM and 10
PM daily. The report indicates the status of each room using the given room status code. The Sr. Desk
clerk on duty compares this with the recorded status of rooms in the Room rack or Room status Bulletin
in the computer. Any discrepancy is taken up with the Housekeeping Department without delay after a
Room Discrepancy Report shall be accomplished with the following entries:
Operate Computerized Reservation System

CROWN ROYAL HOTEL

ROOM DISCREPANCY REPORT
Date: __________________ Time _________________
Room Status Discrepancies
Room Number Status Per Room Status Per Housekeeping Action taken
Rack Housekeepers Remarks
Report
201 Vacant Occupied Extended stay Adjusted
205 Occupied Vacant dirty Just check out Adjusted
210 Vacant Out of order Leaking faucet Adjusted
211 Occupied Vacant dirty Early check out Adjusted
218 House use Vacant clean Already vacated Adjusted

Reported by: Ben Singson Billy Samson

Housekeeping Supervisor Desk Clerk

Two copies are accomplished and followed to the Housekeeping Department for further
investigation. The Remarks column under Housekeeping is filled up as to the verified status of the room.
One copy is sent to the Front Desk.

When a computerized room status is used, the Housekeeping doing the room check can directly
encoded the room status in the computer for the desk clerk to access (if there is a network) and make
reconciliation with the room status in the Front Office file.

Computer Terminals

In recent years, booking are made faster through computer terminals which may be operated
through:

a. Call Centers – This computerized reservations system is used by large hotel chain and is often linked
to a call center. Reservations for all properties maybe centralized in this center with call center
attendants attending to inquiries and bookings. A good example is Amadeos handling bookings for more
than a thousand hotels around the world.

b. Global Distribution System (GDS) is operated by a Consortia of Hotels and Airlines. These system
terminals are installed in various countries, accepting bookings for their member companies. To gain
access to these systems, the hotel needs to register with the system and load the availability of room
onto the computer program so that customers can purchase their requested rooms.

c. via Central Booking Offices – Groups of hotels usually have central booking office, handling bookings
for their properties. They are connected by a free phone or local call number. Local bookings may be
transferred to the Central Booking Office.

SELF- CHECK 2.1

Operate Computerized Reservation System

Multiple Choice

I. Instruction: Encircle the letter of the correct answer.

1. These computerized reservations system is used by large hotel chain and is often linked to a call
center.
A. Call center B. In person
C. GDS D. Central Booking Offices

2. To gain access to these systems, the hotel needs to register with the system and load the availability
of room onto the computer program so that customers can purchase their requested rooms.
A. GDS B. Call central
C. In person D. Central Booking Offices

3. The assigned in the Housekeeping Department is required to do daily room check for him to come out
with a Room status Report.
A. Chambermaid B. Area Supervisor
C. Manager D. Engineer

4. Groups of hotels usually have booking office, handling bookings for their properties.
A. western booking office B. northern booking office
C. central booking office D. eastern booking office

5. The Housekeeping doing the room check can directly encoded the room status in the computer for
the desk clerk to access and make reconciliation with the room status in the Front Office file.
A. computerized room status B. manual room status
C. Automated room status D. Semi-automated room status

ANSWER KEY
Operate Computerized Reservation System

SELF- CHECK 2.1

1. A
2. A
3. B
4. C
5. A

QUALIFICATION : FRONT OFFICE SERVICES NC II

Operate Computerized Reservation System

UNIT OF COMPETENCY : Operate Computerized Reservation System

MODULE : Operating Computerized Reservation System

LEARNING OUTCOME 2 : Create and process reservation

ASSESSMENT CRITERIA:

1. Availability of the required booking is checked in accordance with the system functions and
requirements
2. New reservations are encoded using the format required by the computer system
3. Bookings are retrieved as required, using the format required by the computer system
4. Updates and amendments to reservations are made and stored in the system
5. Any required reservation details are downloaded and printed

CONTENT:

CONDITIONS:

Student/ trainee must be provided with the following

Tools Equipment Materials/ Supplies
Computer Reservation form
Telephone Cancellation Form
Confirmation Record
Guest History Card

METHODOLOGY:

• Demonstration
• Discussion

ASSESSMENT METHOD:
• Interview (oral/ questionnaire)
Operate Computerized Reservation System

• Observation
• Demonstration of Practical Skills
• Written examination
LEARNING EXPERIENCES

Learning Outcome No. 2

CREATE AND PROCESS RESERVATION

Learning Activities Special Instructions

Information Sheet No. 2.2 – Read Information sheet No.2.2 –

Answer Self Check No. 2.2

Compare answer to answer key 2.2

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.
Operate Computerized Reservation System

INFORMATION SHEET NO. 2.2

The Front Office Computer System

Medium or large hotels that deal with large volume of transaction daily will certainly find the
manual method of capturing data, recording and distribution of information to be very laborious and
time consuming. Thus, a computer system, like the so-called Property Management System (PMS) is
employed. This system captures, encodes and store data pertaining to Front Office and Accounting
transactions and creates a data base which is used as reference for marketing and day to day
transactions.

The computer software used for this purpose varies among hotels depending on the size and
requirements of their operation. Software providers usually do a needs analysis before designing a
computer system that is customized to the operations of the hotel. This is course entails a substantial
amount of investment because the hotel not only spends for a cost of the software but also the
hardware that is installed in various work stations.

Users of the software operate in their respective workstations which is equipped with a
hardware and a computer monitor, along with software. A workstation is installed in all operational and
coordinated i.e., Front desk, Reservations and Sales, Housekeeping, Concierge, Telephone Exchange,
Front Office cashiering and Accounting. The workstations are generally linked together in a local
network, technically referred to as LAN (local area network). Through the LAN, a database that is
created and updated by the various stations can be accessed by those linked in the network. For
example, all stations can have access to the Guest registration menu when making reference regarding
House Guest, their arrival and departure, mode of payment, deposits, etc. The room status report that is
prepared by the Housekeeping Supervisor after doing a room check, can be entered in the computer
and this can be easily accessed by the desk clerk when making room status reconciliation and in
assigning rooms to guests. A hard copy need not be distributed when this network is operational.

The database created by the computer system in the Front Office is organized into various
menus, to include:

o Room Reservations Menu – which contains data on the details of reservation for all guests, their
names, number of room nights, mode of payment, type of reservation, arrival and departure,
advance deposits or payments, etc. It also contains data on group bookings, room forecast,
reservations report, and travel agency commission.

o Registration Menu – contains guest list and details of their registration. It also has data on guest
folio (consumption and charges, balance) This menu prints the registration card, makes Front
desk reports, do the room blocking and updates the room status. It also has a guest message
center.

o Night Audit menu contains data on the Point of Sales (POS), the various accounts, trial audit
report and other related data.
Operate Computerized Reservation System

o Housekeeping Menu – incorporates data on the room status that is consistently update every
after room check; Guest information based on registration record, room blocking and various
housekeeping reports. Like other menus, it also has a guest message center.

o Uniform services Menu – the software has the option to create in this menu a data base that
serve as Guest message center.

o Sophisticated soft wares usually create an interface that will enable the PMS to communicate
with various computer systems. For example, the reservations system provides the PMS with
data on arrivals. The PMS processes this information and create a guest account that could be
accessed by the Front Office and Accounting. Similarly, the Point of Sales (POS) may also be
interfaced. Charges are automatically posted or “passed along” by all profit centers (laundry,
food and bar outlets, etc.) to the PMS. This is accessed by the front office clerk or cashier when
updating the guest folio.
Operate Computerized Reservation System

SELF-CHECK 2.2

True or False

Instruction. Write True if the statement is correct and False if it is wrong

__________ 1. Medium or large hotels that deal with large volume of transaction daily will certainly
find the manual method of capturing data, recording and distribution of information to be very
laborious and time consuming.
__________ 2. Sophisticated soft wares usually create an interface that will enable the PMS to
communicate with various computer systems.
__________ 3. Through the LAN, a database that is created and updated by the various stations can be
accessed by those linked in the network.
__________ 4. Hotel only spends for a cost of the software but also the hardware that is installed in
various work stations.
__________ 5. The room status report that is prepared by the Housekeeping Supervisor after doing a
room check, can be entered in the computer and this can be easily accessed by the desk clerk when
making room status reconciliation and in assigning rooms to guests.
Operate Computerized Reservation System

ANSWER KEY

SELF-CHECK 2.2

1. TRUE
2. TRUE
3. TRUE
4. FALSE
5. TRUE
Operate Computerized Reservation System

QUALIFICATION : FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY : Operate Computerized Reservation System

MODULE : Operating Computerized Reservation System

LEARNING OUTCOME 3 : Send and receive reservation communications

ASSESSMENT CRITERIA:
1. Accurate communications to industry colleagues are created and processed accurately using the
required features of the system.
2. Communications from industry colleagues are accessed and correctly interpreted at the appropriate
time.

CONTENT:

CONDITIONS:

Student/ trainee must be provided with the following

Tools Equipment Materials/ Supplies
Computer Reservation form
Cancellation Form
Confirmation Record
Guest History Card

METHODOLOGY:
• Demonstration
• Discussion

ASSESSMENT METHOD:
• Interview (oral/ questionnaire)
• Observation
• Demonstration of Practical Skills
• Written examination
Operate Computerized Reservation System

LEARNING EXPERIENCES

Learning Outcome No. 3

SEND AND RECEIVE RESERVATION COMMUNICATIONS

Learning Activities Special Instructions

Information Sheet No. 2.3– Read Information sheet No.2.3–

Answer Self Check No. 2.3

Compare answer to answer key 2.3

Study and practice the job sheets and

approach facilitator if you are ready for
the assessment.
Operate Computerized Reservation System

INFORMATION SHEET NO. 2.3

Automated Systems

It may be a relief to note that modern front office software takes care of every step
automatically. The reservation agents fills in details of the guest directly into the computer. This has a
page much like the Reservation Form of each guest. The information is fed into a central server. The
information is distributed by name and by date of arrival. The software generates automatically
confirmations sent to the guest by e-mail. This instant communication also helps in any change of
information before the guest arrives. The days booked are automatically entered into a Reservation
Chart for each day showing at any time the availability of rooms. The software will prompt whether
certain days are on ‘free sale”, “on request”, or “sold out”. Cancellations and amendments can be done
on a master guest page itself. On any day, the receptionist can open the arrival page which lists the
arrivals of the day, type of room and the room position. When a guest arrives, the receptionists open
the page by guest name, which display all the expected arrivals of the day. When a name is clicked upon
it gives the details of a reservation form.
A receptionist can likewise register a walk-in guest by filling the relevant information into a fresh
reservation form in the software display.
The software churns out arrival lists, occupancy statistics and revenue forecasts on a moment to
moment basis.

e-Commerce

A significant development with the development of computerized system is the concept of e-

commerce (electronic commerce) in the way hotel advance room reservations. They have brought the
world to the doorstep of the hotel. The e-commerce is a new way of doing business.
The first step in the process is for a hotel to open an e-commerce site. This site can be part of
the hotel’s websites with a click of a button. What a e-commerce does is to make rooms available to the
travel market at discounted prices either year long or during a season so that they can buy rooms in
bulk. There are several ways that people buy rooms.
Retailers are small time players like travel agents who have the capacity to negotiate for rooms
from 10 to 25 rooms.
Wholesalers, purchase rooms at discounted prices for bulk rooms ranging from 50 to 100 rooms.
They are those who organize tour groups, conference packages or any mass group movement.
Auctions are another way to sell rooms. This method is employed by lower rated hotels and
some remote resorts. The concept is to sell rooms as a commodity to the highest bidder.

A great stride in an e-commerce in the future when hotel websites offer a menu of room and
ancillary options from which a guest can mix and match to create his or her stay options. The menu will
include:
• Type of rooms
• Range of room process
• Meal plans
• Choice of menus
• Health club memberships
• Business center usage
• Meeting space options
Operate Computerized Reservation System

• City tours
• Airport pick-up

Global Distribution System (GDS)

A distribution system is a network of providers that brings products and services,

geographically spread across the world, to the doorstep of the consumers anywhere in the
world.

Samples of GDS
• Sabre Computer System- Semi-automated Business Research Environment is a
computerized GDS used by airlines, railways, travel agents and other travel companies.
The system was developed to help the American Airline to solve a major problem of
bookings by outdated manual methods.
• Amadeus Computer System – has the most extensive distribution network with most of
the international bookings in the world. Through Amadeus, airline sales offices
worldwide are able to make bookings and has subscribers in more than 217 countries.
• Gallileo Central Reservation System – one of the main computer reservation systems
designed to travel industry by a consortium of airlines. It is currently owned
byTRavelport.
Operate Computerized Reservation System

SELF-CHECK 2.3

True or False

Instruction. Write True if the statement is correct and False if it is wrong.

___________ 1. The reservation agents fills in details of the guest directly into the computer.
____________ 2. A receptionist can likewise register a walk-in guest by filling the relevant information
into a fresh reservation form in the software display.
____________ 3. Network of providers that brings products and services, geographically spread across
the world, to the doorstep of the consumers anywhere in the world is called computer system.
____________ 4. Amadeus has the most extensive distribution network with most of the
international bookings in the world.
___________ 5. Retailers are small time players like travel agents who have the capacity to negotiate
for rooms from 50 to 100 rooms.
Operate Computerized Reservation System

ANSWER KEY

SELF-CHECK 2.3

1. TRUE
2. TRUE
3. FALSE
4. TRUE
5. FALSE