Reservation

Importance of reservation department for the guests

 Ensures room on arrival/Assurance 

 Budgeting
 Easy planning
 Other facilities
 Receive correspondence
Importance of reservation department for the hotel

 Forecasting -  indication of the level of business likely to be

encountered during any particular period
 Availability - Continuous flow of info about rates
online/offline
 Guest satisfaction
 Scheduling of staff  
Reservation Cancellation/Amendment

• Obtain the guest's name and address

• Number of reserved rooms
• Arrival and departure date
• Reservation confirmation number if available
• Name  and contact number of the Person calling for cancelling the booking
• Reason of cancellation/Amendment
Reservation agent must ensure that the correct reservation has been
cancelled/amended and also may ask the guest whether they would like to make a
alternate reservation for any other dates.
Cancelling a Guaranteed or Credit
Card Guaranteed reservations:
Along with the points mentioned above the reservation agent should also take care of
the following points:-
• Communicate to the caller that according to the hotel cancellation policy their
credit card would be charged along with the total amount which is going to be
charged.
• After processing the cancellation the reservation agent should give the cancellation
number to the guest, this would be retained by the guest as proof of cancellation in
the event of incorrect credit card billing.
• Make the reservation record as cancelled, properly initiated and documented and
add the cancellation number to the reservation record.
Case 1 CROSS SELLING Case 2 UPSELLING
Upselling
 Guests who are in honeymoon, family leisure trip, long stay etc. are most likely to
opt for the upsell offer. This is because in most of the cases the guest who comes to
stay at the hotel is not aware of the different room offering by the hotel
 Ask open-ended questions to understand the guest needs and requirements, and
make timely suggestions and offering alternatives with an upsell.
 Understand the guest profile from the reservation details and identify those guests
who are most likely to take a higher category room.
 Bookings generated via corporates or negotiated rates or by in-house sales team
are not likely to take higher category rooms and as their bills are normally paid by
their company.
 Match the guests needs to the rooms furnishing or amenities or view (sea view,
pool view, mountain view) etc.
 Upsell rooms by pointing out its features and benefits first, then mention the
difference in price
Upgrade

 Upgrade should be only for short stay guest, or guest who is paying rack

rate or VIPs.
 Upgrade a guest if you have no other option available, do inform the
guest that he is being upgraded on the no availability of his desired room
 Direct bookings
 Last minute bookings
 Guest Travelling for special occasion
 You are a reservation agent of Kathmandu Resort, attending a call
from Mrs. Lama and she is confused whether she should guarantee
her booking as there is a local festival happening on day of her
arrival.
 Explain her about benefit of guaranteed reservation
 You are a reservation agent of Kathmandu Resort, attending a
amendment call from Mr. Ray who wants to change his arrival date
from 7th May to 15th May. Hotel is expected to be overbooked from
2nd week of May because of conference in nearby event center.
What should you take into consideration before amending the
changes.
 You are a reservation agent working for Hotel Kathmandu. You receive a call
from a Mexican guest who wants to book a room for his brother travelling to
Nepal for his honeymoon. As a reservation agent what questions must you ask
the guest for making the booking?
 What are the necessary things to be considered by you as a reservation agent
before taking reservation for a corporate guest?
 A family wants to book 2 rooms at your hotel. They also mention about one of
their member who has broken her leg and cannot walk properly. What are the
things that you would take into consideration before offering a room and
what can a reservation agent do to make their stay a good one?
 You get a call from a corporate guest however the contract has already
expired with the company he is working for. The guest however is asking for a
corporate. How would you handle the situation?
 The room rate for villa room today is @250.You receive a call from a guest
wanting to book a villa room and he is expecting the room rate to be @235 as
mentioned in booking.com. As a reservation agent what would you do?
 A guest has made a reservation for 25th May 2021.He is a repeated guest and
he want room on 12th floor #1210 which he prefers the most. You also find out
that the rooms are blocked for Concert VIP guest from 22 nd to 26th May. How
would you handle the guest request?
 A couple is arriving from Netherlands and want to stay at your hotel. They
have a strong request for early check in from 05:00 am. What can you do as a
reservation agent?