Hotel reservation is ….

• Hotel reservation a bilateral contract between a hotel and a guest,

according to which the hotel must provide the specified room type to
the guest and the guest must agree to pay all relevant charges.
• Booking a particular room type for a guest, for a definite period of
time, for a particular guest
Reservation Process
The standard procedure of responding to a guest request:
• Receiving reservation inquiries
• Determining room availability
• Accepting or denying request for reservation
Importance of reservation for guests
• Ensures room on arrival – saves from the difficulty of finding
accommodation on arrival especially during peak seasons when most
of the hotels are full.
• Budgeting –budgeting holiday or tour without worrying about the
basic needs of accommodation and food.
• To ensured certain facilities offered by the hotel → e.g. ironing,
laundry services in hotel, Wi-Fi, tea and coffee maker, kids’ zone,
provision of babysitter, etc.
Importance of reservation for hotel
• Indication of the level of business prospective to be encountered during any
particular period
• Forecast the volume of business on the basis of confirmed reservation.
• Gives the first impression of the hotel to the guest.
• Sells the main product of hotel (accommodation).
• Generate customers for other departments.
• Provide important management information to the guest.
• Reservation department updates the room availability record and thus maximize
the revenue generated from room booking.
• Generates the customer for the hotel-first time customer as well as repeat
customer-by handling the reservation queries and request politely.
• Maintains the hotel occupancy record, which helps the management to plan
business strategies-change in room rates, renovation of rooms, expansion
program and opening a new unit in the city.
EXAMPLE OF RESERVATION FORM
 HOTEL RESERVATION CHANNELS
Hotel reservation can be done online or offline:
• Front office
• Phone booking
• Hotel website
• Travel agency →commonly there will be commission
• Mobile application
Identify the step of hotel reservation
through hotel website or mobile
application
Source of Hotel Reservation

• Direct Reservation: reservation request directly from a guest without

any mediator, individual or group
• Travel Agents and Tour Operator
• Hotel Sales and Marketing
• Online reservation system
 MODES OF
RESERVATION

VERBAL MODE WRITTEN MODE

(Phone, in person) (Email)
LETTER OF RESERVATION
AND CONFIRMATION
Letter of reservation /
Reservation letter
?
• Letter of Reservation is letter written to book or reserve a place
somewhere, usually a function, conference, activity, hotel, or
restaurant.
• In the modern days and with the advancement of technology, most
reservations are made via phone or the internet. However, in
instances where you have no access to a phone or have a unique
request, it is best to write a reservation letter.
• This mode is commonly used by companies and corporate houses,
travel agents and tour operators who send in their reservation
request to the hotel on their company letterheads. The hotel will
make the reservation as per details given in the letter.
Writing a Good Reservation Letter
• All letter to hotel is formal and therefore must be written in
the best and most professional way.
• Be specific, simple, and direct to the point.
• Begin by mentioning the purpose of your letter.
• Make sure to include all the necessary information.
• State the type of room you want, the check-in date, the
number of days that you would be staying, whether you
want breakfast or not, additional information for special
request, etc.
• If you had made a call to the hotel earlier regarding the issue at hand,
mention this in the letter, who you spoke to, and some of the things
you talked about.
• Fix the payment method, such as credit card, check, cash, credit
account, or any other way that suits you.
• Provide your contact details in case the recipient would want to verify
your reservation.
• Be brief and keep the tone professional and formal.
• End by asking the recipient for a response, you can give your phone
number if you prefer to be contacted that way.
SAMPLE →LETTER OF RESERVATION
[Senders Name]
[Address line]
[State, ZIP Code]
[Letter Date]
[Recipients Name]
[Address line] Inside Address
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-

Dear [Recipients Name], →Salutation

I am writing you this email to make reservations for one of your Deluxe Suites, preferably with an ocean view, for the dates of September 15
until September 20, 2021. My wife and I plan to arrive at your hotel at approximately noon on the 15th of September 2021 and would like to
request that we have lunch ready and prepared in our room when we get in. Listed below are the food items that we would like to have. I
would also like to ask that you give us an extra duvet, as my wife always feels cold when visiting your city.

I have enclosed a check for $100 to serve as my deposit. I hope to hear from you, via a call or an email to confirm that you have received my
request. If there are any other concerns that you would like to discuss with me, you can reach me at 081-244-433-333. My wife and I are very
excited about staying at your hotel. Thank you.

Sincerely, → The Complimentary Close / Closing

[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
To,
The hotel manager
Dear Sir,
I hereby write you to reserve a room for October, 10th 2020. I will visit
your city for a business tour and I’ll need a place to stay. Your hotel has
a good reputation for the services you provide. Hence, I would like to
book a room for two days in my name. The room should be airy and
well-maintained.
I will pay the charges as soon as I arrive there.
Thanks
Yours sincerely,
Adam
Useful phrases
• I would like to book ...
• I am looking for a suitable hotel near the
station.
• to book/to reserve
• Have you reserved seats for the concert?
• to hire a car
• I would require ...
• I would be grateful ...
• Could you supply me with a warm blanket?
• for the week/month of ...
• for three weeks from 14th May
• for this/coming/next month
• from 20th July onwards
• a room with bath and shower
• a room with a child's bed
• a room with a child's bed
• a room with bath and shower
• an air-conditioned room
• a room which faces the sea
• I would be grateful if you would confirm this
reservation.
• Please answer as soon as possible.
• I would be grateful for an indication of your
rates.
 LETTER OF CONFIRMATION/
RESERVATION CONFIRMATION LETTER
?
Reservation Confirmation Letter
• Reservation confirmation letter is an acknowledgement given by the hotel
to the guest for their room request and also the personal details given at
the time of booking.
• A written confirmation states the intent of both parties and confirms
important points of agreement like
❖name,
❖arrival departure date,
❖number of guest staying,
❖room rate, type of room booked, number of rooms,
❖details of deposit made,
❖package details etc.
How to write Letter of Confirmation
• Thank the customer for choosing your hotel.
• Confirm details of the client: Name, telephone number, arrival date,
departure date, the number of guests, room type, etc.
• Let the customer know the facilities available in the hotel.
• End with a pleasant note.
 [Senders Name]
[Address line]
[State, ZIP Code]
[Letter Date]
[Recipients Name]
[Address line]
[State, ZIP Code]
[Subject: Normally bold, summarizes the intention of the letter] -Optional-

Dear [Recipients Name],

We thank you for choosing [hotel name] for your stay and giving us a chance to serve you.
The reservation details are as under:
Guest Name: [name]
Telephone No.: [XXXXXX]
Arrival date: 05 October 2021.
Number of guests: 2
Room type: Luxury Suite

The check-in time at the hotel is 12 noon and check out is 10 am. You can avail the facilities of the hotel such as the sports arena, the infinity
pool and the spa at no extra cost.
If you must need any clarifications, please feel free to contact us at [telephone no.] or email us at [email id]. We wish you a pleasant stay.
Sincerely,

[Senders Name]
[Senders Title] -Optional-
[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -
Useful phrases
• We thank you for choosing….
• The reservation details are ….
• The check in time is……
• The check out time is…..
• Should you require…….
• We wish you a pleasant stay
 1. You are a travel agent representative, please write a letter of
ASSIGNMENT reservation to a hotel for group reservation.

Give the detail of your needs (room, date of check-in, number of

days, additional requests like scenery, etc.)
Complete the letter with the sender name, recipient name, and
subject of the letter. (Send it to your friend’s e-mail (as the hotel’s
staff), and cc: maria.p@unikama.ac.id.)

2. After you send the letter of reservation, your friend (as the
hotel’s staff) has to answer the letter of reservation. (sent to the
customer and cc: maria.p@unikama.ac.id)

Remember:
Thank the customer for choosing your hotel.
Confirm details of the client: Name, telephone number, arrival
date, departure date, number of guests, room type, etc.
Let the customer know the facilities available in the hotel.