ELEMENT #1: DESCRIBE THE ELEMENTS OF THE RESERVATION SYSTEM

COMPUTERIZED RESERVATION SYSTEM

Online Booking System - Duve
 Online Check In - Document Scans and E-Signatures
Forget the long lines at your reception. Duve’s online check-in allows guests to
scan the necessary documents prior to their arrival, as well as provide e-
signatures on official documents - all that’s left is to hand them their room key.
 A 100% Customizable Guest Platform
Duve empowers you to provide your guests with the best stay possible.
Regardless of your property type - whether you operate a hotel, vacation rental,
hostel, apartment hotel, or camping site - Duve puts you, your brand, and your
hospitality front and center.
 Upsell Like Never Before
Every interaction can become a chance to upsell. With Duve, you can trigger
smart rules and start adding additional revenue with just a few clicks.
 Communicate With Guests Easily
Guest communications have never been easier- communicate with guests
directly from the app, in their native language, with built-in responses and options
for one-to-one and one-to-many communications.
 Guest Convenience Is Key
Release guests from the need to look for the room’s keycard and the hassle of
always carrying it with them.

AeroCRS Passenger Service System

AeroCRS is a cloud-based Passenger Service System (PSS) for managing and
operating routes for transportation services such as airlines, scheduled or charter-based
operation, low-cost carriers, virtual airlines, irregular operations, full-service carriers,
ferry operators, bus transportation, rail, and any route management.
AeroCRS will provide you with a one-stop solution for all your needs for reservations
(scheduled or charters), Operations, Customer Relationship Management (CRM),
Agents management system (B2B), a full E-commerce website with a full Content
Management System (CMS), IBE, Business Intelligence system, Check-in and Gate
control, Classes and Fares management, Loyalty Program and more.
AeroCRS allows you to add functionality as you grow and complexity.
 Hassle-Free Management
AeroCRS allows the management to get the full answer to the operator’s needs
in one robust system.
AeroCRS is a SaaS solution (Software as a Service). You don’t need to install
any software or to buy any specialized hardware for your company. Enjoy cloud-
scalability for unlimited capacity growth.
AeroCRS is accessible from everywhere, as we support all browsers.
  We Support Any Passenger Volume.
Small and medium-sized operations move away from expensive, complicated
and outdated legacy systems and from traditional distribution channels – airlines
prefer to deal directly with the customer or with the travel agent without the need
of a BSP or GDS, therefore increasing the revenue in their airline income.
AeroCRS provides that solution and helps you to get another step closer to your
customer.
 Reservation Management
AeroCRS state-of-the-art reservation management system allows you to manage
all reservations on one system, including a scheduled route, a charter operation,
cargo elements, ancillary services, and more.
The system records any booking, and information is stored in a database
accessible all the time. The system also has a booking log of any action to trace
any recorded data.
All accounting information for each reservation is stored related to the booking
ref. If it is a voucher from an agent, a gift certificate, an actual payment (we
support logging of all major options: cash, bank transfer, check, embedded credit
card clearing services, debit cards, mobile phone payments, and more).
The system also supports deposit payments, which means a customer, or an
agent can deposit in advance payment into the system, and the system will then
store it and file any payments done from that initial deposit.
 Customer-Centric
Every customer’s reservation is kept related to one “customer profile”, allowing
you to locate all the bookings of a specific customer and to put your customer in
the center.
The customer information is kept on the system, full details apply, for example,
personal information, administrative information, etc. As the customer is one
entity in the system, AeroCRS keeps the passenger’s data separate from the
customer entity allowing the company to contact specific customers or specific
passengers. The system dataflows are GDPR compliant.
 Internal Chat Services
As part of the AeroCRS robust PSS solution, we offer our customers to use an
internal chat option in the system.
With the chat option enabled, you can chat between the company back-office
users, chat with the agent’s users, chat via 2-way SMS communication with your
passengers.

BOOKINGS
5-Star Hotels in Manila
 New World Makati Hotel
 Dusit Thani Manila
 Conrad Manila
Airlines that Fly to Manila
 Philippines AirAsia
Founded in 2010, the airline is the affiliate of AirAsia, a low-cost airline based in
Malaysia. The airline lets you fly in comfort, with economy and business fares, as
well as in-flight menu and upgrade services. The airline operates a vast network
throughout the Philippines, with its main hub at Mactan–Cebu International
Airport in Cebu.
The airline also has secondary hubs at: Ninoy Aquino International Airport
(Manila); Laguindingan Airport (Cagayan De Oro); Mactan–Cebu International
Airport (Cebu); Francisco Bangoy International Airport (Davao); Kalibo
International Airport (Kalibo); Puerto Princesa International Airport (Puerto
Princesa).
 Philippine Airlines
Philippine Airlines is the flag carrier of the Philippines and operates to 31
destinations across the islands. If you want to travel in comfort, Philippine Airlines
offers class economy and business class, as well as on-board services such as
entertainment systems and a comprehensive menu selection.
Philippine Airlines flies to all major cities, as well as numerous smaller airports,
across the Philippines. Top cities include Cebu, Clark, Davao, Kalibo, and Manila.
The airline operates from its hubs at Ninoy Aquino International Airport (Metro
Manila); Francisco Bangoy International Airport (Davao Region); Clark
International Airport (Luzon); Mactan–Cebu International Airport (Central
Visayas).
 Cebu Pacific
Cebu Pacific operates numerous flights out of its hub in Cebu City; if you’re
exploring the islands, this could be beneficial as it saves the effort of
backtracking to Manila. For example, you can fly straight from Cebu City to
Caticlan (for Boracay) and Siargao.
Cebu Pacific currently flies to 37 domestic destinations and has hubs at: Ninoy
Aquino International Airport (Manila); Laguindingan Airport (Cagayan de Oro);
Mactan–Cebu International Airport (Cebu); Clark International Airport (Clark);
Francisco Bangoy International Airport (Davao); Iloilo International Airport (Iloilo);
Kalibo International Airport (Kalibo).
Cruise Ship Business in Manila
 Norwegian Sky
Bus Tours in Manila
 Half-Day Manila City Tour: By Blue Horizons Travel and Tours, Inc
 Manila Old and New: Sightseeing Tour Including Intramuros and Fort Santiago:
By Baron Travel Day Tours
 Manila Instagram Tour (Shared Tour): By CTPH TOUR
Theatre in Manila
 Manila Metropolitan Theater
 The Manila Metropolitan Theater is located on Padre Burgos Avenue, Ermita
district adjacent to the Mehan Garden. The theater was built in 1931 with an Art
Deco design by architects Juan M. Arellano and Otillio Arellano and could
accommodate as many as 1,670 people. The theater is endowed with bronze
sculptures depicting female performers designed by Francesco Riccardo Monti, a
stained-glass mural mounted above the main audience entrance, and relief
woodcarvings of Philippine plants found in the interior lobby made by Isabelo
Tampingco. The theater was restored in 1978 but was again closed in 1996 due
to lack support from the public and local officials. Its east wing was used as an
office space for government services.
Good Restaurants in Manila
 Spiral
Spiral Restaurant is in Sofitel Philippine Plaza and offers one of the best-known
buffet spreads in the country. The restaurant features an interactive gourmet
dining experience with 21 ateliers that give you a taste of dining in 21 different
countries in a single place. At the front of the dining area is a list of all the ateliers
and what they offer, from the French station to the Japanese hot and cold
stations.
 Café Ilang-Ilang
Café Ilang-Ilang is a luxurious restaurant located in the historic Manila Hotel. It’s
known for an extensive buffet selection that includes Japanese cuisine, Italian,
Chinese, western, Asian, Filipino, and more. Their live cooking stations ensure
that the food is well presented and of the highest quality. Sample their salad
station, cold cuts and seafood station, burrito and shawarma station, and bread
and cheese station.
 Sky Deck View Bar
Sky Deck View Bar is a stylish lounge and restaurant on the rooftop of The
Bayleaf Intramuros. The venue is a stunning sundowner spot, offering views over
Manila Bay. Food-wise, you can enjoy both Filipino and international cuisine,
served in big portions at fair rates. A live music band is in charge of the
entertainment on some nights, but the highlight of the Sky Deck remains the
sunset over Manila.
Tourist Attractions in Manila
 Intramuros
Intramuros, "The Walled City," is the oldest district in Manila. This is what remains
of the fortified city, which was the seat of power during Spanish Colonial times
(1521-1898).
 Fort Santiago
This museum and public park were built as a stone fortress at the turn of the 17th
century and marked the beginning of the walled city's riverside barricades.
 Museo San Agustin
The museum offers artifacts and relics representing more than 200 years of
Philippines's history.
Events
 Aliwan Festival
The Aliwan Festival in Pasay City of Metro Manila is by far one of the most
popular festivals in the Philippines. Due to its popularity among Filipinos and
international travelers, it is called the “Mother of all Festivals."

IDENTIFY THE SPECIFIC NEEDS OF THE FOLLOWING CUSTOMERS. IDENTIFY

WHAT SORT OF RESERVATION REQUESTS YOU THINK THEY WILL REQUIRE:

Specific Needs Reservation Requests

Yoong Sok is an
executive from Korea.
She will be staying in
your city for three nights
and wants to interview
staff for a high-powered
executive job in her
company. She is a very
fit sporty type of person.
Mr. and Mrs. Jeff Collins
are in your city with their
two children (5 and 8
years old) while their
company is trying to find
a home for them. They
are expected to be
accommodated for up to
3 weeks.
Ping and Martha are
young tourists on holiday
in your city for 3 nights.
 Suites  Limousines (rental
 Attention to the timing cars/vans)
of arrival and  Business center
departure.  Additional services
 The Executive (like high-speed Wi-Fi
Lounge and meeting facilities)
 Fitness center
 Quadruple  Dining and meal
room/Family room reservations
 Pool  Valet or laundry
 Free parking service
 In-room  Accommodation
entertainment suppliers (such as
 Kids stay free apartments)
 Double Room  Coaches or buses
 Tourist attractions  Day/extended tours
 Pool
 Bar / lounge
ELEMENT #2: RESPOND TO RESERVATION REQUEST
MANUAL RESERVATION FORM
PROPERTY MANAGEMENT SYSTEM
 Xain - Hotel Management Software
Xain - Hotel PMS is a comprehensive hotel management software that lets you
manage an online booking or reservation system, room management, customer
management, user billing, human resource management, and more. It is the most
popular management software for every type of hotel because of its latest
technology and compatibility. The exclusive features and the modules make the Xain
PMS for hotels worthy in 2024. This software has an Admin panel as well as a user-
friendly website to ensure smooth functioning. Besides, the amazing add-ons make
you more comfortable and flexible to use this PMS system. Xain is designed for
every type of hotel as well as every size of the hotel. You can customize it based on
your exact requirements. Besides, this PMS is cost-effective and available for any
country in the world. The customer experiences and the experts’ opinions made us
satisfied with Xain hotel PMS which is robust and value for money. So, Xain is one of
the best property management systems in 2024.
Features
 Point of sale service system
 Online/Offline booking system
 Accounts management system
 Customer or guest relationship management system
 Front and back-office management system.
 The advance room reservation system
 Channel management system
 Customize room setting.
 Fully responsive website
 Restaurant module
 Manage room facilities.
 Return invoice system.
 Human resource management system
 Supplier management system
 Inventory management system
 Department wise management system
 Purchase management system
 Multiple payment settings
 Real-Time booking system
 Role permission system
 Multiple payment gateways
 Multiple currencies and languages
 Payroll system
  Report and analytics system
 Facebook sign-in system
 Print invoice system
 Email and SMS configuration
 Housekeeping and pool booking system.
 Integration system

 HotelLab
HotelLab is a dynamic frontend and backend hotel room booking application that is
very easy to use. The site is well-kept and organized, and the process is simple to
follow. Users may quickly search for, and book chosen hotels, and there are features
for various types of hotel listings. Hotel booking, resort booking, room booking,
simple search, filters, hotel owner panel, admin panel, and many other features are
available. Booking features, comprehensive management, SEO, multi-language,
LiveChat, Plugins Manager, and more are all included. HotelLab can be the best
choice for small to medium size hotels in 2024. This property management system
for hotels is available at an affordable price.
Features
 Booking history management.
 Reviews management.
 Support tickets management.
 Profile management.
 Email and SMS notification & verification
 GDPR policy
 LiveChat, security captcha included.
 Comes with multi-language features.
 Property management system
 Room category management system
 Withdraw management system.
 Amenity management
 Payment gateways
 Report management system
 Logo & favicon management
 Extensions management
 Language Management
 Marketing module

SUGGESTED ALTERNATIVES
5-Star City Property
 New World Makati Hotel
 Room Price: 7,400-10,600 Php

 Dusit Thani Manila

Room Price: 6,500-6,700 Php
Limousine or Car Rental
Car agency: Hertz
Vehicle type: Standard SUV - Toyota Fortuner or similar
Price Range: KLOOK ₱5,763 Per day
 A/C
 Free cancellation
 Fuel policy: same-to-same
 Unlimited mileage included.
 Third party coverage
 Theft protection waiver

Car agency: Europcar

Vehicle type: Compact - Toyota Yaris Sedan/Vios or similar
Price Range: KLOOK ₱2,618; VIP Cars ₱2,700; DiscoverCars.com₱2,834
 Cheapest
 A/C
 Free cancellation
 Fuel policy: same-to-same
 Unlimited mileage included.
 Collision damage waiver
 Third party coverage
 Theft protection waiver

City Tour
Bataan Tarak Ridge & Papaya River Major Day Hike with Transfers from Manila
Price Range: 5,500PHP
Included
 Private Tarak Ridge and Papaya River Day Hike with Guide and Transfers
 Registration Fees, Environmental Fees, and Tour Guide Fees
 Personalized Event Bagtag Souvenir
 Free Accommodation Pick-up and Drop Off: 1 Point of Origin in Cavite or NCR
Not Included: other activities, meals, tips, and gratuities
ELEMENT #3: ENTER RESERVATION DETAILS INTO SYSTEM

WEBSITES ON TAKING RESERVATION

 Expedia
Reservation Details
1. Destination where you’re leaving from
2. Destination where you’re going to
3. Date of travel
4. How many persons are in this travel?
 Kayak
(1)Top 4 Questions Asked
1. When I click a deal on your site it tells me the price has gone up! What's up with
that?
2. What is KAYAK's refund policy?
3. How do I create a Price Alert?
4. Where do the star ratings for hotels come from?
 Hotels.com
4 Fields of Reservation Details
1. Price per night
2. Payment type
3. Amenities
4. Accessibility

SORT OF ESTABLISHMENTS THAT USES GUEST HISTORY AS MARKETING AND

FINANCIAL BENEFIT
 Hotels
Guest history is a valuable service and marketing tool. It is likely to become a
strategic device for the development of brand loyalty in the 1990s. Reports on a
nationwide Australian study of 121 hotels′ use of guest history and describes
some of the key opportunities for optimizing the guest history function. The
findings suggest that while guest history is being widely utilized by hotels, the
extent of that utilization is limited. Three major areas for developing strategies to
optimize the guest history function were found to include: specific guest history
training modules; an internal service orientation emphasizing the organization‐
wide usage of guest history to service the customer better; and further
enhancement of the use of guest history for increasing brand loyalty.
RESERVATION ISSUES: POLICY AND PROCEDURES
Issue: Payment
Payment Policies and Procedures:
Types of Hotel Payment Processing Solutions
Credit card terminals
Credit card terminals are a more traditional way of processing hotel payments. Guests
insert, tap, or swipe their debit or credit card to make payments.
Integrated property management systems (PMS)
An integrated property management system (PMS) is a specialized software solution
designed to streamline and automate the management of your hotel operations. This
enables you to manage billing and payments across the hotel, accept multiple types of
payment methods, update transaction data automatically, and provide a safer, more
secure way for guests to pay.
Point of sale (POS) systems
A point of sale (POS) system is a comprehensive payment processing solution for
hotels, used to take guest payments and manage sales throughout your hotel. POS
systems have a range of features including order, menu and pricing, inventory, and staff
management as well as payment processing and reporting and analytics.
Online payment gateways
An online payment gateway offers hotels and their guests a secure and efficient way to
process and authenticate online payments. They also facilitate the safe passing of
cardholder data to your hotel.
These gateways are usually integrated with your POS system, allowing quick transfer of
payment information between the two. They also support multiple payment methods like
credit or debit cards, mobile wallets, and online banking.
Mobile card readers
When paired with a smartphone, mobile card readers allow hotels to take payments on
the go. They connect wirelessly to mobile devices and enable transactions through
dedicated apps.
Payment Policies
Deposit Policy:
Individual Guest guarantee credit card booking (FIT booking):
Every guest who wants to make a reservation must make a deposit of 40% of the total
amount to confirm the reservation. The deposit can only be paid by credit card.
Group Guest:
Every Group who wants to make a reservation must make a deposit of 40% of the total
amount to confirm the reservation. The deposit can be paid by credit card or directly into
the bank account via proforma invoice/offer.
Corporate Guest:
A Corporate Guest is a person that is using hotel services based on a contract between
hotel and a company or other business organization.
Every Corporate Guest who wants to make a reservation must make a deposit of 40%
of the total amount to confirm the reservation. The deposit can be paid by credit card or
payment into the bank account via proforma/offer.
Cancellation/No-Show Policy:
 Guarantee by credit card: The guest is allowed to modify/cancel the reservation
by email or fax.
 At least 10 days prior to the arrival date - no cancellation fees apply, and a refund
of the total amount shall be granted.
 At least 5 days prior to the arrival date - 70% refund of the total amount shall be
granted.
 At least 48 hours prior to the arrival date - 30% refund of the total amount shall
be granted.
 If the time for cancelling without penalty has passed, the forfeiture amount will be
100%. There may be additional applicable charges and taxes.
 The refund policy is based on the total amount of the stay, not on the prepaid
40% to confirm reservation.
 In case of proved deaths or accidents, a refund may be granted at the General
Manager’s and/or Front Office Manager’s discretion.
 In case the guest arrives, the day following arrival before check-out time (11:00
hours), the fee for No-Show for one night’s stay based on the room category
booked, shall apply, and the booking for the remaining time shall remain valid. In
case the guest arrives, the day following arrival after check-out time (11:00
hours), he shall lose the booking.

DIFFERENCE BETWEEN DEBIT CARD AND CREDIT CARD

 Debit cards are linked to the user's bank account and limited by how much
money is in there.
 Credit cards provide the user with a line of credit that they can borrow against as
needed and pay back later. Credit cards charge interest on the money the
cardholder borrows (unless it's paid back within the grace period).
CONFIRMATION LETTERS
ELEMENT #4: MAINTAIN RESERVATIONS
CANCELLED AND AMENDED RESERVATION
Occasional reservation change or cancellation:
Potential guests initially asking for an accommodation might make up their minds later
(before arrival) and call back for a reservation modification. In fact, guests might change
their arrival date, expected departure date, method of payment or call for any other
change previously confirmed in their confirmation letter or simply call to cancel their
previous reservation.
Reservation cancellation:
a. Reservationist accepting a reservation cancellation shall behave in a polite,
courteous, and effective manner even though reservation might make the hotel
faced with unsold room(s).
b. When cancelling a reservation, the reservationist shall issue and communicate a
cancelation number to the guest. In accordance with confirmation numbers,
cancellation numbers shall be meaningful as to be used for statistical purposes,
and as to prove whether a reservation has been properly cancelled according to
hotel cancellation policies or not.

I. Cancellation of a non-guaranteed reservation:

In this case the reservationist.
a. Obtain guest’s name and address.
b. Obtain number of reserved room(s).
c. Obtain scheduled arrival and departure dates.
d. Obtain the reservation confirmation no., if applicable.
e. Access the right account and cancel it.
f. Assign the cancellation number.
g. Suggest an alternative reservation.

I. Cancellation of a guaranteed reservation:

All the above-mentioned procedure applies also for the cancellation of a guaranteed
reservation. Moreover, the reservationist shall pay attention to the following.
a. In the case of a cancellation of a credit card guaranteed reservation, the
cancellation number acts as a proof of whether a certain guarantee shall be
refunded to the potential guest or not.
b. In the case of advance deposit guaranteed reservation, again the cancellation
number acts as a proof of whether a certain guarantee shall be refunded to the
potential guest or not.
c. In case of any other guaranteed reservation, the reservationist shall coordinate
with the representative and mail him/her a letter documenting the cancellation.
SPECIAL ANNUAL EVENTS IN MANILA
 31st Philippines-Korea Cultural Exchange Festival
Event Date: September 30, 2022
Event Time: 5:30 pm
Event Place: Aliw Theatre, Pasay City

 32nd Philippines-Korea Cultural Exchange Festival: A Celebration of Friendship,

Culture, and Tradition
Event Date: September 30, 2023
Event Time: 1:00 pm - 6:00 pm
Event Place: Robinsons Place Manila
Cost: Free Admission

 The 16th International Silent Film Festival Manila 2022 Celebrates the Strength
of Silence
Event Date: November 24-27, 2022
Event Time: 6:00 pm
Event Place: Grand Atrium of Shangri-La Mall, Mandaluyong City

 The Seventeenth PSSST! Silent Film Festival

Event Date: November 2-4, 2023
Event Time: 7:00 pm
Event Place: Trešnjevka Cultural Center

 33rd Philippine Travel Mart

Event Date: Friday, September 30-Sunday, October 2, 2022
Event Time: 5:00 am
Event Place: SMX Convention Center, Pasay, Manila

 34th Philippine Travel Mart (PTM)

Event Date: September 1-3, 2023
Event Time: 10:00 am
Event Place: SMX Convention Center Manila, Mall of Asia Complex,
Pasay City
ELEMENT #5: COMMUNICATE RESERVATION DETAILS TO OTHERS
Concierge
It responsible for delivering luggage to the guest rooms, storing luggage, and car
parking. The reservations area needs to inform the concierge of the expected arrivals
each day. Arrivals as groups and tours will have impact on the staffing of the concierge
and porters’ area. Guest with special needs will also require assistance from the
concierge.

HOSPITALITY AND TOURISM OPERATORS THAT IS INVOLVE IN THE DOCTOR

MEDICAL CONFERENCE
Manila Hosts 2nd International Medical Travel Conference
Organized by the Philippine Department of Tourism (DOT) together with Avail
Corporation, an international events company based in Singapore, the event is slated
on Nov. 19-23 at the Intercontinental Hotel in the country’s financial district of Makati.
Ambassador Antonio P. Villamor said the conference is designed for senior-level
decision makers involved in medical travel and international patient care. These include
CEOs, managers, directors, senior doctors and nurses and academics in the medical
field.
According to Director Elizabeth Nelle, conference organizer at the DOT’s office of
Product Research and Development, the conference is a first step in the Philippines’ bid
to be part of the $40 billion medical travel industry with over 780 million patients seeking
faster, less expensive and world class medical care outside their principal country of
residence.

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