Core 1 Receive and Process Reservation

MODULE CONTENT
QUALIFICATION TITLE: FRONT OFFICE SERVICES NC II

UNIT OF COMPETENCY: RECEIVE AND PROCESS RESERVATIONS
MODULE TITLE : RECEIVING AND PROCESSING RESERVATIONS
MODULE DESCRIPTOR: This unit of competency deals with the skills,

knowledge and attitude required to receive and process reservations for a
tourism or hospitality product or service offered for sale through agents or
direct
to the consumer.
NOMINAL DURATION : 80 Hours
SUMMARY OF LEARNING OUTCOMES:

2
Upon completion of this module the students/trainees must be
able to:
LO 1. Receive reservation request
LO 2. Record details of reservation
LO3. Update reservations
LO4. Advise others on reservation details
ASSESSMENT CRITERIA:
1. Customer making a reservation is acknowledged using property standards
2. Availability of room requested is determined
3. Alternatives, including waitlist options, are offered if requested booking is

not available
4. Inquiries regarding rates and other product features are accurately

answered
5. Complete customer details are accurately recorded in the system
6. Guest profile or history if available, is checked and used to in making the

reservation
7. Special requests are clearly recorded in accordance with established

requirements
8. Reservation details of customer bookings are completed, explained and

confirmed to the customer
9. Reservations are filed according to property standards
10. Documents and other materials are prepared and issued to the customer in
accordance with the requirements of the specific reservation
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RECEIVING AND PROCESSING RESERVATION LCCD
DATE ENHANCED: JULY 16, 2020 DEVELOPED & ENHANCED BY: LOIDA SARMIENTO
3
11. Payments and deposits of the reservation is accurately recorded or updated

in accordance with property standards
12. Amendments or cancellations of reservations are received, processed and

recorded in accordance with customer request and property standards.
13. General and specific customer requirements and reservation details are
communicated to appropriate departments and colleagues
14. Follow up on customer request and ensure that all specific requirements in
his reservation details are addressed prior to guest arrival.
LEARNING OUTCOME # 1
RECEIVE RESERVATION REQUEST
1. Customer making a reservation is acknowledged using
property standards
2. Availability of room requested is determined
3. Alternatives, including waitlist options, are offered if

requested booking is not available
4. Inquiries regarding rates and other product features

are accurately answered
CONTENTS:
1. Product knowledge as appropriates to the specific industry sector.
2. Reservations and bookings terminology
3. Relationships between different sectors of the tourism industry in

relation to reservations and bookings including sources of reservations
4. Principles which underpin reservation procedures

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CONDITIONS:
Student/ trainee must be provided with the following:
1. WORKPLACE LOCATION
2. EQUIPMENT:
- Computer
- Telephone
3. TOOLS/MATERIALS
- FO forms
-guest folio
-Reference -manuals
-Pen
- clean stationary
- CD’s/ Tapes
4. TRAINING MATERIALS
- Competency-based Learning Material
METHODOLOGIES:
- Modular (self-paced)
- Electronic learning/online class
- Industry Immersion
- Demonstration (face-to-face)
ASSESSMENT METHODS:
-Hands-on
-Direct observation
-Practical demonstration
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-Role-playing/simulations
Definition of terms:
Term Explanation
A reservation is a booking or request for

some time in the future. It involves
Reservation
obtaining all the necessary information
needed to satisfy this request.
FIT - Fully/free A person travelling who is not part of a

independent traveller group or tour who is paying full rate.
A package is a combination of goods and

Package
services at a discounted price.
Selling more of a good or service than you

Overbooked have available. Usually done to compensate
for no shows.
Customer Relationship Management

CRM
system
A person who has made a reservation but

No show
does not turn up.
A person who departs earlier than the

Under-stay
reservation date.
Involves selling your products by offering

alternatives. Describe how the product
Suggestive selling
would meet the customer's needs, highlight
any special features.
Offer more than the guest is asking for. Sell

Up-selling
up your price range.
Suggesting accommodation at another one

Cross-selling
of your properties.
Down-selling Down-selling is basically the opposite to

up-selling whereby you start the selling
process at the most expensive item and
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Term Explanation
work down to the lowest price.
OTA Online Travel Agent
BAR Best Available Rate
A listing of reservations waiting for

Waitlist
cancellations in order to be accepted.
Peak season Time of high occupancy.
Off peak season Time of low occupancy.
Term used to record all the details about a

Guest history profile guest who has used the establishment’s
goods and services.
Honorific The title used to describe people.
A document issued in exchange for

Receipt
payment.
A document handed over as a form of

Voucher
payment to pay for a good or service.
A service that allows an account to be sent

Company charge
to the company for billing purposes.
A reservation that is held all night because

Guaranteed booking
the service is paid for.
A reservation held until the 6pm release

Non-guaranteed booking
time or agreed time.
Internal use documents Documents used within an establishment.
Documents than either come in or are sent

External use documents
out to another organization.
A statement about an establishment's

Policy
position on an issue.
Procedure Step by step guide to define a task.
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Term Explanation
A machine that copies a document and

Facsimile (Fax) Machine
transmits it to another fax machine.
Establishment’s abbreviations for terms –

Jargon PAX – number of guests, POA – pay own
account, FOC – free of charge.
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INFORMATION SHEET 1.1-1

Accommodation Types and Guest Rooms
Learning Objectives:
After reading this information sheet, you should be able to:
 explain the contribution the accommodations sector makes to country’s

economy;
 identify how a hotel category is determined, and describe different hotel
categories;
 explain the meaning and structure of independent ownership, franchise
agreements, and management contracts
 summarize current accommodation trends
 discuss the structure of hotel operations
Overview
In essence, hospitality is made up of two services: the provision of overnight
accommodation for people travelling away from home, and options for people
dining outside their home. We refer to the accommodation and food and
beverage
services sectors together as the hospitality industry. This module explores the
accommodation sector, and the details the food and beverage sector.
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The view from a balcony at the Westin Bayshore hotel in downtown Vancouver
Understanding The Different Types of Accommodation in Tourism

To help you understand the difference between hotel and hostel, cottage and
chalet, or yurt and tent, we’ve compiled a comprehensive list of 52 different
types of accommodation in tourism.
How many accommodation types really are? We don’t know exactly, but there’s
certainly one to fit every budget and taste out there. They fall into many
categories and vary widely in size, style, services, and characteristics,
sometimes from one country to another, and sometimes from city to
countryside.
Hotel - An establishment that provides travelers with paid accommodation and

other guest services. Depending on size, location, and amenities, hotels are
generally rated from one-star to five stars, but letter grading (from “A” to “F”)
and other rating schemes are also used to categorize hotels across the world.
Hôtel Particulier - Originating in 17th century France, the term hôtel

particulier usually refers to a nobleman’s townhouse of great historical and
architectural significance. Out of Paris’ 2,000 original hôtels particuliers, only
500 still stand today, and many of them have been converted into museums
(Musée Eugene Delacroix, Maison de Victor Hugo), ultra-exclusive retreats (Le
Pourtales), or public hotels (Hôtel de Crillon, Hôtel Particulier Montmartre).
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Hostel - Ideal for budget travelers and backpackers, a hostel is an inexpensive

type of accommodation, usually with shared bedrooms and communal
facilities.
Motel - Originally designed for motorists, motels are roadside hotels equipped
with minimal amenities and ample parking areas for motor vehicles.
Cottage - In today’s tourism sector, the term cottage is used to describe a

small vacation house, typically in a rural area.
Chalet - Chalets are wooden Alpine-style buildings commonly found in and

around mountain resorts.
Boutique Hotel - Often furnished in a themed, individual style, boutique

hotels are intimate in size and focus on providing guests with high-quality,
personalized experiences.
Mansion - Usually built for the wealthy, mansions are large, opulent houses
that generally pay homage to a historic architectural style.
Lodge - Although the word ’lodge’ has many different meanings, one of them
refers to a small rural house used by people on holiday or occupied seasonally
by sports enthusiasts (ski lodge, hunting lodge).
Timeshare - Usually located in a sought-after destination, a timeshare is a

type of vacation property with shared ownership and use rights. The term first
appeared in the United Kingdom during the ‘60s and has multiple variations
today, both in style and type of proprietorship. Moreover, choosing a timeshare
for rent can be a smart alternative to staying in a hotel room, offering superior
amenities and better value.
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Riad - A traditional Moroccan house built around a central courtyard, often

converted into an intimate hotel or guesthouse.
Resort - Although a resort is primarily known as a destination frequented by

vacationers in search of relaxation and entertainment, the term is also used to
describe a full-service lodging establishment that offers extensive guest services
and recreational facilities.
Igloo - A typical Eskimo house, an igloo is a dome-shaped snow structure

meant to provide temporary or permanent shelter in cold climates.
Cortijo - Characteristic to Southern Spain (Andalusia, La Mancha y

Extremadura), a cortijo is a type of rural property usually consisting of multiple
buildings, a large patio, and cultivated lands.
Villa - Originated in Roman times, a villa is often described as a luxurious

country residence.
Treehouse - Usually designed for recreational purposes, a treehouse, or tree

house, is a structure built or placed among the branches of a tree.
Apartment - Also known as flat (British), an apartment is a self-contained

accommodation unit housed in a building containing a number of such units.
Ice Hotel - An ice hotel is a non-permanent hotel constructed from ice and
snow in areas with sub-freezing temperatures.
Camp - A collection of tents, huts, or other temporary structures used for

travelers to lodge in.
Pop Up Hotel - A new breed of accommodation, pop-up hotels are temporary

lodging establishments, usually set up for specific events.
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Palazzo - Although often translated to palace, the word palazzo has a broader
meaning in Italy. It can be anything from a block of flats to the home of a noble
family to a historic hotel. From an architectural point of view, however, palazzo
describes a grand, imposing building belonging to the Renaissance style.
Palazzina - The diminutive version of a palazzo, a palazzina represents a multi-

story suburban house or apartment building.
Bed and Breakfast - A Bed and Breakfast (B&B) is an intimate, independently

run lodging establishment, where breakfast is included in the room rate.
Inn - A small establishment offering overnight accommodation, food, and drink

to travelers.
Finca - A Spanish rural property, usually characterized by traditional

architecture and an agricultural heritage.
Penthouse - An apartment situated on the highest floor of a building,

commonly appointed with luxury amenities.
Chateau - In Bordeaux, the term chateau is synonymous with vineyard

estates, but it can also be used to describe a French country house or castle.
Manor - An English manor is a large historic house or mansion with land,

formerly owned by nobility.
Pension - A type of guesthouse or B&B, where in addition to lodging and

breakfast, guests are also offered lunch and dinner. Pensions are usually
family-run and cost less than other accommodation options.
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Townhouse - A townhouse is a residential multi-level property that is usually

connected to a similar unit by a common sidewall.
Yurt - Popular in Mongolia, Siberia, and Turkey, yurts are circular tents
covered with felt or skins, and appointed with conical roofs.
Tent - Used outdoors, a tent is a portable shelter made of fabric and supported
by a frame or poles.
Dome - A dome is a roof or building with a hemispherical form. Many of today’s

sustainable hotels offer cozy accommodation in eco-friendly domes made of
glass, wood, snow, or other materials.
Pod - In terms of lodging, a pod is a prefabricated stand-alone structure that

provides basic accommodation.
Masseria - A masseria is a large, fortified farm typical to Southern Italy, mainly

the region of Puglia. Set in working farms, most of these country houses have
been transformed into rustic Bed & Breakfasts, self-catering vacation rentals,
and even luxurious hotels. Due to the large number of masserie, the coastal
area between Bari and Brindisi is sometimes referred to as the “Masseria
coast”.
Pousada - Pousada is the Portuguese term for guesthouse, inn, or historic

independently-owned hotel. They usually have a traditional restaurant and
offer guests an authentic local experience.
Relais - A relais is the French version of a roadside lodge or resting place.
RV - Usually used for traveling, an RV is a recreational vehicle outfitted with

the amenities found in a home, including bathroom, kitchen, and sleeping
facilities. Depending on region, RVs are also called caravans, camper vans, or
motorhomes.
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Castle - A fortified building or group of buildings built across Europe and the
Middle East during the medieval period. Castle hotels offer royal-style
accommodation in sumptuous historic surroundings.
Palace - Unlike castles, palaces are not fortified, but they still are royal
residences characterized by an exceptional level of grandeur. Some of the most
spectacular palaces converted into luxurious hotels can be found throughout
Asia and Europe, especially India and Italy.
Tented Safari Camp - A tented safari camp is a permanent campsite of large

accommodation units, usually with canvas walls, solid high-quality
furnishings, en-suite bathroom facilities, and private decks for observing
wildlife. Situated throughout Africa, they range from comfortable to ultra-
luxury and offer a wide range of safari-based activities.
Yacht - A type of luxury recreational boat offering every modern convenience.

They are classified as sailing yachts and motor yachts, and are available in a
vast range of sizes, styles, and functions.
Farmhouse - Although their styles vary by region, farmhouses are houses

attached to a farm, often characterized by vernacular architecture.
Extended Stay Hotel - Extremely popular throughout the US, extended stay
hotels offer the comforts of a traditional home along with discounted rates for
guests interested in long-term stays.
Private Island Resort - Ideal for honeymooners and travelers in search of

luxury and seclusion, private island resorts are some of the most exclusive
accommodation types out there.
Cave Hotel - Cave hotels are exactly what the name implies – hotels built into
natural cave formations, commonly with underground rooms. Many cave hotels
can be found in Turkey (Cappadocia) and Greece.
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Guesthouse - A guest house or guesthouse is a private house offering

inexpensive accommodation to tourists.
Poshtel - A new trend in travel, poshtels are a sort of upscale hostels with a
focus on chic design, art, and high-tech amenities.
Business Hotel - Catered primarily to business travelers, business hotels are

strategically located (downtown, in business districts, or close to major
business centers) and come equipped with corporate facilities such as meeting
and conference rooms, Internet access, and catering options.
Design Hotel - A design hotel is a stylish and intimate hotel with an emphasis
on design, service, and luxury facilities. Their rooms are exquisitely decorated
and often packed with the latest technology features.
Hacienda - The term hacienda is used to describe a ranch or a main house in

a landed estate in Spanish speaking-countries.
Eco Hotel - An eco-hotel is an environmentally friendly accommodation aiming

to promote sustainable tourism and green living through the use of renewable
energy sources, recycled materials, and organic locally-sourced produce. Their
philosophy is to minimize the impact on the environment.
Capsule Hotel - A big hit in Japan, the capsule hotel is a unique type of hotel
that usually provides cheap, basic overnight accommodation in a number of
teeny-tiny functional rooms called “capsules”.
Aparthotel - A smart choice for long-term accommodation, aparthotels or

apartment hotels combines the comfort and independence of a private
apartment with the services of a hotel.
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Parador - Paradors are Spanish government-operated hotels, frequently located

in former castles, monasteries, or other beautiful historic settings.
Masia - A masia is a traditional Catalan country house.
Love Hotel - A category of hotels that offer short stays for couples looking to
engage in sexual activities. Love hotels are particularly popular in Japan.
Types of Hotel Rooms
We've previously covered the different types of hotels and hotel room types can
be just as confusing. Hotel rooms come in all shapes, sizes – and titles which
make revenue management and hotel operations incredibly complex. Hotel’s
label their rooms by the size bed, the number of beds in the room, as well as
the furnishings, interior design, and additional amenities. Guest rooms
classified as "singles", for instance, can indicate a smaller room, a twin bed, the
number of occupants for which there is space, or all of the above.
Room type definitions are complex and go well beyond whether the sleeping
area
has a single bed or queen-size, or whether it's a smoking room or not?
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These room type distinctions can be confusing for guests who are just seeking
to understand what, exactly, it is for which they are paying. This guide seeks to
help guests understand what the different types of hotel rooms are, as well as
build justification for pricing your property's rooms on a certain scale.
Room Types by Occupancy

It’s common for hotels to list their rooms based on how many people the room
is
equipped to handle. Here’s what you can expect when you see rooms labeled in
this way.
Single room: these rooms are assigned to one person or a couple. It may have
one or more beds, but the size of the bed depends on the hotel. Some single
rooms have a twin bed, most will have a double, few will have a queen bed.
Double room: double rooms are assigned to two people; expect one double bed,
or two twin beds depending on the hotel.
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Triple room: as the name might suggest, this room is equipped for three
people
to stay. The room will have a combination of either three twin beds, one double
bed and a twin, or two double beds.
Quad room: a quad room is set up for four people to stay comfortably. This
means the room will have two double beds. Some, however, may be set up
dormitory-style with bunks or twins, so check with the property to make sure.
Quad Room
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Hotel Rooms by Bed
Some hotels classify rooms by the number or size of the beds in the room.
However, guests should note that hotels still have restrictions on how many
guests are allowed per room. Just because there’s a king bed in a room, doesn’t
mean you can invite 15 people to stay. Occupancy limitations make this a
liability for the hotel. Many hotels will charge more for extra guests (to a certain
limit) or allow for you to add a cot to a room with an odd number of people.
Here are some room types determined by bed availability.
Queen: a room with a queen-sized bed.
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King: a room with a king-sized bed.
Twin: a room with two twin-sized beds.
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Hollywood twin: Hollywood twin rooms have two twin beds that are joined by
the same headboard.
Double-double: these rooms have two double beds (sometimes two queens
beds) and are meant to accommodate two to four people, especially families
traveling with young kids.
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Studio: this type of room has a studio bed, e.g., a couch that can be converted
into a bed. Some studios come with additional beds. Others come with more
space: a studio room can be like a fully-furnished apartment, meaning it will
have a small kitchenette. Check with the hotel to learn more about their studio
rooms.
Hotel Rooms by Layout

There are some rooms designated a certain price according to the layout – how
big the rooms are, if there’s an adjoining second bedroom, or if there is a
kitchen
area and living space (making the room a suite). These titles can also tell
travelers
which rooms are handicapped accessible or suitable for business travelers?
Some of these classifications are quite common, others may require a little
more
research and clarification by the traveler before booking.
Standard room: a standard room is likely the same as a queen or a single

room,
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great for a solo traveler or a couple. Expect a double bed.
Deluxe room: these rooms might be a bit bigger with slightly upgraded
amenities
or a nicer view. These rooms are typically equipped for groups who need more
space, like a couple or small family.
Joint room: a joint room, sometimes called an adjoining room, refers to two
rooms that share a common wall but no connecting door. Joint rooms are
meant
for families with younger children who may be old enough to stay in their own
space, but not too far from their parents.
Connecting room: these rooms have a connecting door between them, as well
as individual doors to get to the outside. Great for families or groups who don’t
want to have to walk through the hallway to move between rooms.
Suite: suites come in a few different sizes. A basic suite or executive suite
comes
with a separate living space connected to one or more bedrooms. This set up is
sometimes also called a master suite. A mini-suite or junior suite refers to a
single room with a bed and sitting area. Some suites also come with
kitchenettes.
The presidential suite, as the name would suggest, is usually the most
expensive
room provided by a hotel. It will have one or more bedrooms, a living space,
and
impressive amenities, decoration, and tailor-made services.
Apartment-style: aparthotels are offering these types of rooms, but they can
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also be found at other traditional hotel chains. These rooms target long stay
guests with full kitchens, laundry, and other amenities that make it possible to
live comfortably. Housekeeping services are limited to once or twice a week.
Accessible room: hotels are required by law to provide a certain number of

handicapped-accessible rooms. These rooms will have space for a wheelchair to
move easily, and a bathroom outfitted for a disabled person.
Presidential Suite
Hotel Rooms by Amenities

Some rooms don’t fit easily into any category because they are entirely unique.
Perhaps a room has certain hotel amenities like access to a club lounge with
breakfast and an afternoon wine hour.
Cabana: cabana rooms open out onto the swimming pool or have a private pool
attached to the room. This room type is more common in boutique hotels.
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Villa: most villas can be found at resorts. These kinds of rooms are actually
stand-alone houses that have extra space and privacy. Villas typically come
equipped with multiple bedrooms, a living room, a swimming pool, and a
balcony.
Penthouse: not all hotels offer penthouse suites, but these rooms are high-
end, big rooms – sometimes taking up the entire top floor of a hotel – and come
with the ultimate luxury amenities.
Penthouse Room
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Make sure to clearly explain things to guests that may seem obvious to you. To
guest "adjacent rooms" may seem like a suite with living room and bedroom
separate but it actually refers to separate rooms next to each other. Hoteliers
often assume that guests speak the same language but when many hotels
classify rooms differently it's critical to clearly explain the number of guests
who
can be in a room, whether an extra bed can fit and even things like how far the
room is from hotel entrance doors. The better you describe the experience for
future guests the lower probability of false expectations which lead to poor
guest
experiences. Even go as far as to share the number of rooms for different room
types so they can better understand the property as a whole.
Hotel guests can often get confused by all these different room types and
classifications. Help them discern which room is best for their budget, the size
of their party, and their comfort by asking them more about their trip and
matching them with a room accordingly.
Hotel guests can often get confused by all these different room types and
classifications. Help them discern which room is best for their budget, the size
of their party, and their comfort by asking them more about their trip and
matching them with a room accordingly.
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Describe the Types of Bookings that may be Processed
Different Booking Source of Reservation in the Hotel Industry
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Introduction
There are numerous ways a hotel can learn about the guest’s request for
available space. The potential guest can connect with the hotel via a telephone,
email, online, social media, other devices or referral systems may all become
important communication links between the sources of business and the hotel
property. Such a source of business aka 'Source Codes' is tagged with each
reservation record for statistical and forecasting purpose.
It is important that the potential customer be aware of how to contact the hotel
in order for lodging management to maximize guest room sales. A property
receives reservation inquiries in a variety of ways. The reservation request may
be made in person, over a telephone, in a mail, via facsimile or telex, though
the
internet or online, social media (Facebook, Twitter, Instagram), mobile apps,
instant messaging systems (WhatsApp, Telegram, Facebook Messenger)
through
a central reservation system, global distribution system or through an inter sell
agency.
Below is the list of some common source of business in a hotel:

Personal approach: They may directly give their reservation to the hotel. They
are also termed as FITs (Free individual travelers) or chance guest. Those
guests are also termed as walk-in guests.
Travel agent: Travel agent acts as a middleman between guest and hotel by
making a reservation for a guest. A travel agent may make a reservation for
FITs (Free individual travelers) or chance guests.
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Tour operator: These are wholesalers who coordinate with a different mode of
transportations, hotels, tour, associations, tourist offices etc.
Airlines: Different airlines book hotel rooms for their regular crew members or
for their clients in case of cancellation of their onward flights and also for the
use of their executives.
Central reservation system:

There are two basic types of central reservation system;
a) Affiliate network - An affiliate network is a hotel chains network where all
individual units are linked through the central network. Chain hotels link their
operations to streamline the processing of reservations and reduce overall
system costs and at the same time, it also allows the non-chain properties to
join the system as overflow facilities. Overflow facilities receive reservation
requests only after all room availabilities in chain properties within a
geographic area are been exhausted
b) Non-affiliated network - A non-affiliated reservation system connects non-
chain properties and enables independent hotel operators to get the benefit of
reservation which the units of the chain get and this system also takes care of
the advertising of the properties.
Global Distribution System (GDS): Most modem hotel central reservation

systems, whether they are affiliate or non-affiliate reservation network
connection with one of the global distribution systems (GDS). The largest and
the best known GDSs include SABRE, Galileo International, Amadeus and
Worldspan (Travelport). GDSs provide worldwide distribution of hotel
reservation information and allow selling of hotel reservations around the
world.
Companies/corporate houses: The companies may book rooms or other

services for their visitors, executives, delegators or clients in a hotel at special
rates.
Embassies/consulate offices: They provide large business in capital cities for

their visiting dignitaries, executive, officers etc.
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NGOs/INGOs: These group book hotel rooms directly for conducting seminars,
research, training programmes etc.
Universities and other educational institutions: These are also good of
reservation students’ associations. professors, technicians and employees are
the reliable sources to the hotel.
Government Office and Ministries: They can be a good source of reservation
of rooms for several visiting dignitaries, executive, officers from different
countries to participate conference and seminars conducted and hosted by
government officials.
Inter-sell agencies: They are two or more business organizations, like Airline
and Hotels, promoting each other’s business for mutual gain. Hotels and car
rental companies may also be inter-sell partners.
Referral groups: They are an informal or sometimes formal association of
hotels who refer guests to each other in case of sold-out status or if a guest is
travelling to another city where the hotel does not have a branch.
Online: Bookings made directly via hotels website, social media, chat widget on
the hotel website, instant messaging platforms like Whatsapp, Facebook
Messenger etc.
Types of hotel reservation:
1. GUARANTEED RESERVATION
In the guaranteed reservation the hotel assures the guest that the required
rooms shall be blocked after confirmation. Under this, the hotel agrees to hold
a room for a specific time of reservation following the scheduled day of arrival.
Usually the guaranteed reservation, the advance deposit is sent through the
various modes of payments for the anticipated charges for which the booking of
the room has been requested. Thus, the room revenue is secured even in the
case of no show. THE GUARANTEED RESERVATION following variations in the
advance payment for guaranteed reservation are:
• ADVANCE DEPOSIT
An advance deposit guaranteed reservation requires that the guest pay the
hotel the anticipated amount of money before arrival. Advance deposit is
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partially large enough to cover one- or two-nights’ room charge. This type of
reservation is more common in resorts and less in city hotels.
• PRE-PAYMENT
This requires full payment prior to the guest arrival. This is normally the most
desirable form of guaranteed reservation. This type of reservation is rarely used
while booking rooms in any hotel industries.
• CREDIT CARD
Guaranteeing reservations through credit card are most popular method of
payment in the business hotel. It is a form of guaranteed reservation and is
customary in commercial hotels. Depending on the financial status and money
n bank, the credit card is issued to the buyers/ clients.
• TRAVEL AGENTS
Guest pays the travel agents in advance for their tour package and the travel
agent guarantees the client's reservation. In lieu, the agent provides the
voucher to the guests indicating the required services that are required to be
offered by the hotel. In case of no show, the hotel generally bills travel agencies
for payment, and according to the agreement the travel agent must make the
payment to the hotel.
• COOPERATE
This is the contractual agreement between corporation/ companies and hotel
which state that the corporation will accept financial responsibility for any no
show guest. Such contracts are often popular in business hotels and down
town hotels.
2. NON- GUARANTEED RESERVATION

Non- guaranteed reservation is a provisional reservation. In this reservation,
neither there is any legal process of confirming the room nor is any payment
for the advance deposit made. When the reservation is confirmed under the
non-NON- GUARANTEED RESERVATION- guaranteed reservation, the hotel
agrees to hold the room until the reservation canellation hour (6 p.m.) on the
=====================================================================================
32
day of arrival. After the cancellation hour, the room is released and the
reservation gets automatically cancelled.
THE RESERVATION PROCESS IN HOTELS

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. For a guest, reserving a room in advance increases the
chances to a great extent to get a nice deal and they will be assured of room on
arrival.
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? A reservation process is
an
where guests make a call to reserve a room in a hotel for a specific day.
The reservation is a place where guest interaction starts with the hotel, during
this interaction reservation staff are responsible to make a room booking. The
reservation procedure differs determining on the size and brand of the hotel.
The reservation procedure are as follow:
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. During a call,
reservation staff go through a process of question and answer where he leads a
quick question-answer segment with the guest to gather information about
reservation which guests want to make. The points which need to collect
during
=====================================================================================
33
the process are:
 First need to collect the name of the guest

 Date of arrival
 Date of departure
 Room type and category
 Number of guests
 Number of rooms
 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.
So, the reservation staff has to go through the forecast chart which is available
in the system. Nowadays we have so fast developed and fully automated
technology where we used the latest software so in this current era being
computerized, it makes life easy for the staff to check the forecast of room
availability.
It is a computerized reservation system that minimizes the paperwork and

helps
to manage a great amount of reservation data in a manner that doesn’t require
=====================================================================================
34
physical or mental exertion.
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.
Direct: The guests who directly contact the hotel for booking a room especially
when the guest doesn’t require any third party to book a room.
Travel Agent: The guest book a room through a travel agent, this mostly
preferred by a group of people who are traveling.
Corporate: This booking is done by a company or an organization to reserve a
room for its employees, clients, or visitors. Special rates are given to the
company as per their contract with the hotel.
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.
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. If a specific type of room
is
available for a date what guest has requested for selling then we can accept the
booking and block a room.
If the room is not available for a specific day, then reservation staff have to
deny
=====================================================================================
35
or he can suggest any other alternative days or different room categories, if the
guest wants the same room which he requested for a specific day then you can
suggest other hotels with similar facilities.
Denying of reservation means loss of revenue but it totally depends on the

availability of the room. It can happen if hotels are full or non-availability of
specific types of rooms that guests requested. Another reason can be if a guest
blacklisted from the hotel.
REGISTERING RESERVATION DETAILS
The reservation can be accepted or denied it totally depends on the room

availability on that particular day. So, after accepting or denying reservation
next
process will be registering or documenting details of the guest who will be
arriving.
The reservation staff will register the necessary require details in the system of
the guest who will arrive.
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 need to collect it is based on
guest history.
The reservation confirmation letter is sent to a guest by email, telephone, or fax
=====================================================================================
36
this will give guest a guarantee of reservation of the room on arrival.
TO MAINTAIN RESERVATION RECORD
Once the room of a guest is confirmed next process to maintain 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 documentation is maintained as per the date of arrival and
subsequently pledges to the surname of the guest.
2) Modifying the reservation: During this process, details are modified which
are recorded in the reservation form. In such a scenario, reservation staff
attaches the different evaluation or correction form with the original one.
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
The Reservation reports are been generated for the benefit of serving or it helps
the management to know the daily forecast.
 Occupancy report
 VIP or VVIP arrival report
=====================================================================================
37
 Revenue forecast report

 Turn away report
RESERVATION CANCELLATION
This is also another scenario where the hotel loses business with a guest.
However, the reality is the loss of revenue, the front office staff should treat
politely and gracefully. The staff member has to convey any cancellation
charges
the guest should pay while doing cancellation. Cancellation goes through the
following steps:
 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.

Room Rate Designations
1. compare and contrast room rate designations; and
2. identify factors affecting room rates.
=====================================================================================
38
Other than availability, price is among the key factors considered by potential
guests. And since every reservation inquiry is an opportunity for a hotel to sell
its rooms, it is important for reservations and sales staff to understand price
rate
designations for different guest segments or conditions, to make the sale
profitable for the hotel while persuading guests that they made a good deal. In
this module, we will discuss the common room rate designations.
Types of Room Rates

Room Rates Categories:
1. Rack rates- the highest room rate charged by a hotel, but they do not
necessarily produce the most income for the hotel
2. Corporate rate is a room rates offered to business people staying in

hotel
3. Military rates are room rates established for military personnel and
educators, because they travel expense accounts and are price-
conscious.
4. Group rates are room rates offered to large groups of people visiting the
hotel for a common reason.
5. Package rates room rates that include goods and services in addition to
rental of a room, are manner that reflects the positive features of the
product.
6. Half-day rates there are also some individuals who would want to rest
for a few hours only and also for those travelers who book room for half
day or less.
7. Government rate a discount or special rate which is negotiated w/

government organization
8. Airline contact rate hotel offer discounts late to the airlines crews to
generate high volume of business
=====================================================================================
39
9. Seasonal rates Based on demands due to weather or the operation of

a nearby attraction
10. Industry rate Discounted rates extended to those who

work in the travel industry (travel agents, employees from other hotels,
meeting planners, etc.)
11. Walk-in rate Rate set each night based on the remaining
unoccupied rooms.
Remaining rooms, Walk-in rate
12. Package rates Bundling – packaging the hotel room with

another service or amenity often pricing the package less than the
cost of purchasing the items separately
13. Premium rates Applied to any room that offers something

“extra” (E.g., Rooms with special view)
14. Half-day rates Assigned based on half of the rack rate to a

room not used for the entire night
15. Advance purchase rates Adopted from the airline industry; offers
a greater discount based on number of days in advance it is booked
(Guaranteed reservation)
RECORD DETAILS OF RESERVATION
CONTENTS:
1. Telephone Manners and Communication Guidelines
2. Receiving Reservations Calls
=====================================================================================
40
1. Complete customer details are accurately recorded in the system
2. Guest profile or history if available, is checked and used to in making the

reservation
3. Special requests are clearly recorded in accordance with established

requirements
4. Reservation details of customer bookings are completed,

explained and confirmed to the customer
5. Reservations are filed according to property standards
6. Documents and other materials are prepared and issued to the customer
in accordance with the requirements of the specific reservation

Telephone Manners and Communication Guidelines
1. recognize phraseology acceptable during telephone discourse; and
2. apply appropriate manners when communicating with others
Working at the front desk would involve communicating with people most of
the
time. Since a reservations call is the first contact that a potential guest may
have
with the hotel, it could hint an impression of the hotel’s service. Either with
guests or colleagues, it is essential to apply practice communication etiquette
all
=====================================================================================
41
the time. This lesson will provide guidelines when communicating with others
to make sure that the message gets across correctly and pleasantly.
TELEPHONE MANNERS
1. Ready pad and pencil. Answer promptly, if possible, on the first ring.
2. Lift the receiver only if you are ready to talk.
3. Speak clearly and distinctly. Use a slightly rising inflection to soften the
tone.
4. Answer calls with proper greeting. “ABC Hotel, how may I help you?” (For
incoming calls) “Front desk, good morning. may I help you?” (For house
or guest room calls) NOT: “Hello?”
5. Be attentive.
6. Never interrupt while the other party is speaking.
7. Indicate your presence with expressions like “I see…” “yes sir…”
8. Avoid slang words (“yeah”)
9. Speak in the language which you are addressed – English for English.
10. Be friendly but not over familiar or too casual.
11. Be tactful when screening calls.
“May I know who’s calling please?”
NOT: “Who’s this?” nor “Who’s calling?”
12. Be helpful and accommodating.
13. When called party is not available: “I’m sorry he’s in a meeting.
Perhaps I can help you, sir.”
If the caller would like to speak only with the person called,
14. If you cannot help the caller with some information, explain why.
“I’m sorry I don’t have this information. May I transfer you to…?”
If you need time to search for an information:
“Ma’am, please hold the line while I check with …”
15. Do not make anyone wait for long.
16. Never leave the switchboard unattended. When you leave your desk, leave a
message on your whereabouts.
17. Never listen to private conversations nor divulge confidential information.
COMMUNICATION GUIDELINES
Communicating with Clarity
=====================================================================================
42
 Pronounce word correctly. Don’t mumble or slur words.

 Use normal conversation tone.
 Be spontaneous. Avoid prolonged pauses between words.
 Use simple language; avoid technical jargon.
“Don’tworry Mr. Smith, I blocked you into a double/double”
“Don’t worry Mr. Smith, I reserved your preferred room type, a room with two
beds”
• Stress words that need to be emphasized.
“I will meet Mr. Guest at Terminal 2, not in NAIA?”
“Please note: Meeting place is at Shangri-La Hotel, not Shangri-La Plaza at

9:00AM”
• Seek for confirmation.
“Let me just repeat your message: you will be meeting with Mr. Santos at
Shangri-La Hotel lobby at 9:00AM. Did I get you right sir?”
• Elaborate general terms

Instead of: “This is a safe resort for your accommodation.”
“You need not worry because the hotel is fully guarded by well-trained security
round the clock.”
General: “This is a perfect room for you.”
“I suppose this room is just right for you. It is spacious and complete with
amenities and has the beautiful view of the bay”
=====================================================================================
43
• Be conscious and cautious of words with double meaning.

“We serve heavy breakfast fit for a heavy executive like you.”
Communicating with Credibility
• Show poise and confidence by direct eye contact and erect posture. Exude
with charm.
• Be prepared to give satisfactory answers to guest inquiries; know as much

information on hotel products, services, and promo.
Should there be inquiry that is not familiar to you, be honest BUT

NEVER SAY:
“I don’t know”
• Present the positive features and benefits of the

product/services but be honest about its limitations.
“The standard rooms are less expensive but not as spacious and as
elegant as the deluxe rooms.”
• Don’t exaggerate.
Instead of saying: “Our suites are the best.”
“You’ll find our suites very convenient. It is spacious and well
furnished.”
• Your verbal and non-verbal message must match.
• Support the critical points with facts so the receiver will have the impression
that you know what you are talking about.
=====================================================================================
44
Communicating with Sensitivity
Every guest is a person with feelings and self-esteem.
• Avoid direct language in soliciting information, making orders or giving

instruction
“May I have your name?” ² “What is your name?”
“Kindly sign in the form.” ² “Sign your name.”
I’m sorry for the inconvenience.”
“Would you mind to pay in cash instead?”
“Please come on time.”
“Would it be alright if we leave earlier?”
• Avoid arguments. Acknowledge, then explain your point.

“I see your point.” “Your point is well taken.” “What will you suggest for us to
improve our…?”
• Acknowledge comments received no matter how unreasonable it may sound.

Thank the guest for any positive suggestion.
• Avoid statements that will hurt ego:

“You are quite demanding.” (Insulting)
“What kind of taste do you have?” (Put down statement)
“That sounds stupid.” (Critical remark)

“No, I cannot accommodate your request.” (Outright denial)
• If you are to deny a request, EMPATHIZE first, then EXPLAIN convincingly,

and OFFER ALTERNATIVES, if any.
=====================================================================================
45
• Spot needy signals to respond even without a request.

“You don’t seem alright. May I help you?”
• Listen more than you talk.
• Use positive strokes – words or gestures that make someone, feel valued and
important

Receiving Reservations Calls
1. memorize the ICAO Alphabet;

2. demonstrate how to take a reservations call; and
3. prepare an Individual Reservations Form.
Every reservation inquiry is an opportunity for the hotel to sell its rooms and
once a caller agrees on the room and rate offered by the agent, a sale is
almost
made. The next important thing therefore is to make sure that complete
information about the reservation and the guest are accurately obtained and
recorded. This is to ensure that room availability is managed efficiently and the
guest’s requirements are clearly noted and communicated to another hotel
departments. This lesson prescribes phraseologies and a sequence of asking
information from the caller during a reservations call.
THE ICAO PHONETIC ALPHABET
=====================================================================================
46
The International Civil Aviation Organization (ICAO) phonetic alphabet is the

most widely used radiotelephonic spelling alphabet. Code words are assigned to
the letters of the English alphabet, so that critical combinations of letters and
numbers can be pronounced and understood by those who exchange voice
messages by radio or telephone regardless of language barriers or the quality of
the communication channel.
(noh-VEM-
A Alpha (AL-fah) N November
ber)
B Bravo (BRAH-VOH) O Oscar (OS-kah)
(CHAR-lee)
C Charlie P Papa (pah-PAH)
(SHAR-lee)
D Delta (DELL-tah) Q Quebec (ke-BEK)
E Echo (eck-oh) R Romeo (ROH-mee-oh)
F Foxtrot (FOKS-trot) S Sierra (see-ERR-ah)
G Golf (GOLF) T Tango (TANG-goh)

(EW-nee-form)
H Hotel (hoh-TEL) U Uniform
(OO-nee-form)
I India (IN-dee-ah) V Victor (VIK-tah)
J Juliet (JEW-lee-et) W Whiskey (WIS-kee)
K Kilo (KEE-loh) X X-ray (EKS-RAY)
L Lima (LEE-mah) Y Yankee (YANG-kee)
M Mike (MYK) Z Zulu (ZOO-loo)
1 One (WUN) 6 Six (SIKS)
2 Two (TOO) 7 Seven (SEV-en)
3 Three (TREE) 8 Eight (AYT)
4 Four (FOW-ER) 9 Nine (NY-ner)
5 Five (FIFE) 0 Zero (ZEE-roh)
=====================================================================================
47
HANDLING RESERVATIONS CALL
Reservations Chart/Map – shows specific room numbers and their availability

for specific dates. Helps determine whether or not reservations can still be
accepted for a certain date.
Reservations Form/Card – contains details of each booking.
Confirmation Notice – maybe sent to the booking party as a contract or

written evidence of agreement
Procedure Phraseologies
1. Greet and offer assistance “ABC Hotel Reservations. How
may I help you?”
2. Ask for:
• arrival and departure date “For what date/s ma’am?”
• duration of stay “…until when?”
• number of guests “How many guests are staying?”
3. Check the Reservations Chart “One moment please…”
4. Offer available rooms. Mention room rate and inclusions.
5. If the caller agrees with the terms, you may start filling out a Reservations
Form. Ask for the name of guest (Last name, First name, MI, Title. For man
and wife, ‘M/M’)
=====================================================================================
48
“Thank you for waiting. We have a Double Deluxe room available for $120 per
night, inclusive of breakfast for two. Would you like that?”
“May I have the name of the guest?”
The ICAO Phonetic Alphabet may be helpful to clarify any confusion on

spellings
6. contact details “May I know your contact number?”

“May I have an e-mail address?”
7. terms of payment/billing “How would you like to settle the

bill?”
IF the caller is PAYING THROUGH CARD: ask for card details (card name, card
number, and expiry date)
IF caller wants the BILL TO BE PAID BY HIS COMPANY: check in the credit list
if the company has Commercial Credit.
IF company HAS credit line, ask for a Letter of Authorization from the company
IF company HAS NO credit line: company may be asked to make a deposit and
send a letter of guarantee
IF booking party requests charge without pre-payment:
“Ma’am, since your company has no existing credit account with us, we’d like to
request a <amount> deposit and a letter of guarantee from the company. Could
you please have this letter before checking in?”
=====================================================================================
49
7. Validate all information
“We wish to confirm the reservation for Mr. and Ms. Guest, from
March 10-15, for a double De Luxe room at $120 per night. They are
expected to arrive on March 10 at 22:00H. The bill shall be charged to their
company’s Commercial Account. Are all details correct?”
9. Give instructions about the Confirmation Notice
“Please expect the booking confirmation in your email within 24 hours. Please
sign and send it back to us to guarantee the reservation.”
10. Offer further assistance “Is there anything else I can help you with?”
11. Thank the caller “Thank you for calling. Have a nice day.”
UPDATE RESERVATIONS
CONTENT:
=====================================================================================
50
1. Amendments in and Cancelation of Reservations
1. Payments and deposits of the reservation is accurately recorded or updated
in accordance with property standards
2. Amendments or cancellations of reservations are received, processed and
recorded in accordance with customer request and property standards.
CONDITIONS:
Student/ trainee must be provided with the following:
• Contextual Learning Area
2. EQUIPMENT
• Computer, desktop or laptop, with media player installed
• Speakers / earphones
3. TOOLS, ACCESSORIES AND SUPPLIES

• Pen
• Whiteboard
• Whiteboard Marker
• Competency-based Learning Material
• Reservations Forms
METHODOLOGIES:
=====================================================================================
51
1. Lecture
2. Individualized Learning
3. Demonstration
ASSESSMENT METHODS:
1. Written Exam
2. Oral Questioning
3. Demonstration
4. Observation

Amendments in and Cancelation of Reservations
=====================================================================================
52

1. identify the types or statuses of reservations
2. identify the factors to be considered before effecting changes on a
reservation
3. record changes on a reservation
Occasionally, guests may have some details on their reservations changed and
sometimes they may even have the reservation cancelled altogether. Hotels
allow
these changes depending on several factors. In this lesson, we will discuss how
reservations are updated, amended, or cancelled.
TYPES OF RESERVATIONS
• Regular / Tentative – an agreement to hold a room until cut- off time.

• Confirmed – applies when the guest has agreed to the reservation terms
(date, room type, rate, payment, and others) usually in writing
• Guaranteed – agreement where the hotel holds a room for the guest until the
guest arrives assured by credit card, or corporate account, or by pre-payment.
The Six o’clock Policy: The guest is required to arrive not later than 6:00PM of
arrival date. Otherwise, the hotel has the right to release the reservation to
other guests. EXCEPT:
AMENDMENTS IN RESERVATIONS
1. Before allowing changes, …

2. Retrieve RESERVATION FORM, mark applicable change/s:
• Extended Stay – change:
• Early Departure – change:
• Room Change
=====================================================================================
53
• Early Arrival – change:

3. Update entry in related charts or computerized system
CANCELLATION OF RESERVATIONS
1. Check if cancellation is still possible
2. Retrieve RESERVATION FORM, mark as ‘Cancelled’
3. Cross or erase entry in the Reservations Chart as well as in the Daily
Arrival List OR Update the record as ‘cancelled’ in a computerized system
ADVISE OTHERS ON RESERVATION DETAILS
CONTENTS:
=====================================================================================
54
1. Overview of Front Office
1. General and specific customer requirements and reservation details
are
communicated to appropriate departments and colleagues
2. Follow up on customer request and ensure that all specific

requirements in his reservation details are addressed prior to guest
arrival.
CONDITIONS:
The students/trainees must be provided with the following:
• Contextual Learning Area
2. EQUIPMENT
• Computer, desktop or laptop, with media player installed
• Speakers / earphones
3. TOOLS, ACCESSORIES AND SUPPLIES

• Pen
• Whiteboard
• Whiteboard Marker
• Logbook
• Competency-based Learning Material
=====================================================================================
55
METHODOLOGIES:
1. Lecture
2. Individualized Learning
ASSESSMENT METHODS:
1. Written Exam
2. Oral Questioning
3. Demonstration
4. Observation
Overview of Front Office
=====================================================================================
56

1. identify and describe the different hotel functional divisions;
and
2. contrast ‘Front Office’ and ‘Front Desk’
Just like in other organizations, a hotel is composed of several units

responsible
for specific areas of operations. Front desk employees work closely with other
departments across the organization and often orchestrate the delivery of
services required by guests in the duration of their stay. Therefore, it is
important
for future hoteliers to understand these functional units discussed in this
lesson.
HOTEL FUNCTIONAL DIVISIONS

1. Rooms Division
2. Food and Beverage
3. Administrative Division: Human Resources, Accounting,
Engineering/ Maintenance, Security, etc.
‘Front of the House’ – frontline divisions situated in guest contact areas

‘Back of the House’
Rooms Division
The “nerve center” for most of a hotel’s operations; the area most responsible
for
the hotel’s main product:
Departments under Rooms Division:

• Front Office
=====================================================================================
57
• Housekeeping
• Reservations
• Night Audit
Housekeeping – cleans and prepares guest rooms and maintains common

areas
of the hotel
Reservations – also referred to as transient room sales; strives to book
individual reservations
Night Audit – reconciles the hotel’s daily financial transactions and other
activities for reporting purposes.
Front Office
Two Main Areas:
1. Front desk
2. Uniformed Services
Front desk – manages in/outflow of guests on a daily basis; often called the
“hub”
Uniformed Services – sometimes referred to as guest services
Areas of uniformed services:

• Bell stand
• PBX
• Valet parking/Garage
• Shuttle driver
• Concierge
• Doorp
=====================================================================================
58
Internet sources:
https://opentextbc.ca/introtourism/chapter/chapter-3-accommodation
https://veesko.com/post/114961446726/different-types-accommodation-
tourism
https://hoteltechreport.com/news/room-type
https://kullabs.com/class-12/hotel-management/front-desk/types-modes-
and-source-of-reservation
https://www.hotelierlife.com/the-reservation-process-in-hotels/
https://www.hospitality-school.com/hotel-room-rates/
Banff Lodging Co. http://www.bestofbanff.com/fox-hotel- suites/hotel-

room.html (accessed March 30, 2017)
Bellagio Las Vegas. https://www.bellagio.com/en/hotel/presidential-
suite.html (accessed March 30, 2017)
Firdaus, A.“Front Office Terminology”. Indonesia.
https://hotelterminology.wordpress.com/2011/04/23/front- office-
terminology/ (accessed January 10, 2017)
Four Seasons Atlanta
http://www.fourseasons.com/atlanta/accommodations/suites/
presidential_suite/(accessed March 30, 2017)
Hard Rock Hotel Orlando
https://www.hardrockhotels.com/orlando/downtown-rooms- suites.htm
(accessed March 30, 2017)
Hilton Hotels and Resorts
http://www3.hilton.com/en/hotels/california/hilton-san-jose-
SJCSHHF/event/index.html (accessed March 30, 2017)
https://www.hotelcontractbeds.co.uk/blog/2011/05/a-rollaway- bed-to-
accommodate-guests-during-the-summer-holiday (accessed March 30, 2017)
Hotel Granvia Hiroshima http://hgh.co.jp/english/rooms/std_single.html
Ismail, A. “Front Office: Management and Operations”. Singapore:
Cengage Learning Asia Pte. Ltd., 2010
=====================================================================================
59
Juhász, L.“Hotel Operations Management Glossary”. Hungary: Hotel 2022.

www:hotel2022.hu/hotel2022/szakmai-oneletrajz
(accessed January 10, 2017)
Kalahari Resorts and Convention
https://www.kalahariresorts.com/ohio/rooms- reservations/guest-rooms-
suites/hospitality-suite (accessed March 30, 2017)
http://www.made.com/haru-single-sofa-bed-woodland-brown (accessed March
30, 2017)
https://www.pinterest.com/impiyake/murphy-beds/(accessed March 30,
2017)
http://portablebed.info/Rollaway-Bed.html (accessed March 30, 2017)
http://richardkeatingarchitecture.com/cool-king-bed-
measurements-design/standard-king-size-bed-measurements- digihome-
simple-house-designs-and-ideas/(accessed March 30,
2017)
Roldan, A. “Introduction to Hotel and Front Office Operations”.
Manila, Philippines: AR Skills Development and Management Services, Inc.,
2008
Setup My Hotel. “Key terms or jargons used in hotel Front office department”.
http://setupmyhotel.com/train-my-hotel- staff/front-office-training/136-key-
terms-used-in-front- office.html (accessed January 10, 2017)
Swiss Diamond Hotel
http://sdhprishtina.com/accommodation/rooms/348/deluxe- twin-room
The Rundle Stone Lodge. http://www.rundlestone.com/rooms-
suites/kitchenette-jacuzzi-suites/ (accessed March 30, 2017)
=====================================================================================

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Core 1 Receive and Process Reservation

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MODULE CONTENT

QUALIFICATION TITLE: FRONT OFFICE SERVICES NC II

MODULE DESCRIPTOR: This unit of competency deals with the skills,

NOMINAL DURATION : 80 Hours

SUMMARY OF LEARNING OUTCOMES:

Upon completion of this module the students/trainees must be

LO 1. Receive reservation request

LO 2. Record details of reservation

LO3. Update reservations

LO4. Advise others on reservation details

1. Customer making a reservation is acknowledged using property standards

2. Availability of room requested is determined

3. Alternatives, including waitlist options, are offered if requested booking is

4. Inquiries regarding rates and other product features are accurately

5. Complete customer details are accurately recorded in the system

6. Guest profile or history if available, is checked and used to in making the

7. Special requests are clearly recorded in accordance with established

8. Reservation details of customer bookings are completed, explained and

9. Reservations are filed according to property standards

11. Payments and deposits of the reservation is accurately recorded or updated

12. Amendments or cancellations of reservations are received, processed and

RECEIVE RESERVATION REQUEST

2. Availability of room requested is determined

3. Alternatives, including waitlist options, are offered if

4. Inquiries regarding rates and other product features

1. Product knowledge as appropriates to the specific industry sector.

2. Reservations and bookings terminology

3. Relationships between different sectors of the tourism industry in

4. Principles which underpin reservation procedures

A reservation is a booking or request for

FIT - Fully/free A person travelling who is not part of a

A package is a combination of goods and

Selling more of a good or service than you

Customer Relationship Management

A person who has made a reservation but

A person who departs earlier than the

Involves selling your products by offering

Offer more than the guest is asking for. Sell

Suggesting accommodation at another one

Down-selling Down-selling is basically the opposite to

work down to the lowest price.

OTA Online Travel Agent

BAR Best Available Rate

A listing of reservations waiting for

Peak season Time of high occupancy.

Off peak season Time of low occupancy.

Term used to record all the details about a

Honorific The title used to describe people.

A document issued in exchange for

A document handed over as a form of

A service that allows an account to be sent

A reservation that is held all night because

A reservation held until the 6pm release

Internal use documents Documents used within an establishment.

Documents than either come in or are sent

A statement about an establishment's

Procedure Step by step guide to define a task.

A machine that copies a document and

Establishment’s abbreviations for terms –

INFORMATION SHEET 1.1-1

 explain the contribution the accommodations sector makes to country’s

In essence, hospitality is made up of two services: the provision of overnight

Understanding The Different Types of Accommodation in Tourism

Hotel - An establishment that provides travelers with paid accommodation and