RESERVATIONS

WHAT IS RESERVATION?

Reservation is defined as
'blocking or booking a
particular room type for
a guest, for a definite
period of time, for a
particular guest'.
 Importance of Reservation
For a guest, reservation increases the chances
of a better deal for assured accommodation on
arrival.

For a hotel, reservation can enable a better

management of guest experience during usual
as well as peak seasons.
 WRITTEN
MODE
RESERVATIO
N
Fax -  Fax or facsimile
transmission uses electronic
scanning to send copies of
documents over a
telephone line, allowing for
instant reservation requests
to be processed and sent to
guests.
Telex - or Tele Printer
Exchange involves the
use of specialized
telephone lines, where
the message is
communicated in a
written form.
E-mail - The most common method of
communication E-mail is an electronic mail that
makes it possible to contact the hotel
instantaneously. The hotel will process the
reservation request on the basis of the details
given. This mode of reservation is fast and very
convenient.
VERBAL MODE
RESERVATIO
N
Reservation requests can be sent via vocal or oral
communication, which provides immediate response
and feedback. It also allows guests to obtain
complete information and clear any doubts, and
there is no permanent record of the agreed-upon
booking terms and conditions.
In Person- An In person reservation is made when
an individual or representative travels to the hotel
to book future rooms, while a Walk-In Reservation
is made when a guest arrives and seeks a room
for the day. The hotel processes the rooms based
on the information provided, issuing a confirmation
number and letter if the reservation is for the future
and assigning a room if requested for the same day.
Telephone- The most common method of direct
reservation communications, a prospective guest
may telephone the hotel directly. The
reservation assistant takes the information
sequentially as per the script. Most of the hotels
these days have high-end systems that record a
call which can be used later on for training
purpose.
 SOURCES OF
RESERVATIONS
People travel for various reasons such as personal as well as
for MICE. There are various sources from whom the
requests of reservation pour in −
1. Direct Request from Guests − The prospective guests
can approach individually to the hotel for reservation of
accommodation mostly when they are single travelers or
family travelers.
2. Request from Travel Agent − They can approach the
hotel for booking accommodations for group travelers.
3. Request from Corporate Agent − An organization can
request a hotel to reserve accommodations for their
employees, clients, or visitors.
4. Request from Airlines − The airlines can reserve
accommodations for their working staff for routine stay
as well as in case of flight cancellations.
5. Request from Institutions − Various SMERF or NGO
institutions request to reserve hotels for sports people,
delegations of embassies, or performing-art program
groups, workshop groups, and alike who travel to
different location.
 Confirmed Reservation
Is an acknowledgement from the hotel that
the person will be assigned a room in the
hotel if they will reach on the date of arrival
before cancellation hours.
In confirmed reservation guest not paid money
now but hotel hold a room in some conditions.
This acknowledgement is sent in the form of a confirmation
letter containing the following information:

Name of the guest.

Date and Time of arrival.
Room Type.
Duration of Stay.
Room rate.
Number of People in the party also known as PAX
Reservation classification (guaranteed or non-guaranteed)
Reservation confirmation number.
Any special request made by the guest.
Two Types of comfirmed reservation
A) Comfirmed guaranteed Reservation
guaranteed reservation is a confirmation that the hotel will
hold the reserved room for the guest and will not release that
to any other guest even if the guest does not arrive on the
arrival date
This types of reservation need advance payment from the
guest as per the hotel policy.
The reservation are guaranteed through following modes –
• Credit cards
• Advance deposit
• Contractual agreement
B) Confirmed Non Guaranteed Reservation
It is also known as 6:00 p.m. Hold or 6:00 p.m. Release
Reservation. In the case of a non-guaranteed reservation, the hotel
agrees to hold a room for the guest until a stated reservation
cancellation hour, usually 6:00 p.m., on the day of arrival
This type of reservation does not guarantee that the property
will receive payment for no- shows thus, if the guest does not
arrive by the cancellation hour, the hotel is free to release the
room for future sale. If the guest arrives after this cancellation,
the hotel will accommodate the guest if a room is available.
 Waitlisted Reservation

Waitlisted reservations are confirmed when a

hotel receives a request for cancellation in the
same category, and the waitlist is made based on
earlier records.
3) Tentative Reservation

The hotel blocks a room for a prospective guest and

sends a letter of offer with a cutoff date for
confirmation. If the confirmation is not received by
the cut-off date, the reservation is cancelled.
Group Reservation
Group reservation or “Group Booking(s)”
means a single booking for at least 5
rooms reserved together for the same
booking period, whether payment for the
booking is to be made in one payment or
each booked guest intends to pay separately.
 Processing
Reservations
1. Identification of the sources
of business:
The hotel normally identifies two major sources of
business: Free Independent Travellers (FIT) and
associated Travellers (Groups). The FIT
component is simply a non-group affiliate seeking
overnight accommodations. Regardless of whether a
request is made by an individual, a family or a
collection of friends, a request may still be termed as
FIT reservation if it meets certain qualifications.
Reservations for group accommodations
are made for hotel rooms, and require a
precise rooming list and simultaneous
blocking and booking.
2. Communication with the Hotel:

Hotel management must prioritize

increasing guest room sales through a
variety of channels, including face-to-face,
phone, mail, facsimile, telex, online, social
media, mobile apps, instant messaging
systems, central reservation system, global
distribution system, or intercell agency.
 3. Formulation of the reservation request:

The most important details in formulating a

reservation request are the expected date of arrival
and departure, desired room type, and number of
rooms needed. If the date is not closed, the
reservation agent checks room type and number of
rooms available.
Along with this preliminary data, a reservation record will usually be judged
complete when it includes the following information:
Guest’s Profile Data.
• Guest’s group/company affiliation.
• Arrival date and time and departure date.
• The number of nights.
• Number of Pax.
• Room type requested.
• The number of rooms required.
• Type of bed.
• Rate quoted / Rate Code.
• Date received Reservation Status.
• Billing Instruction
• Pickup Details.
• Any other Details or special remarks.
• Source Code
• Market Code
4. Reservation Acceptance:

Reservations can be accepted, denied, or turned

away based on availability, leading to confirmation
and other options such as recording the turn away
reason.
5. Confirmation notification:
The acceptance of the reservation is followed by a notification
confirming the blocking of a room or group of rooms. The
reservation confirmation is sent to the booker or guest by
email, fax, SMS, social media or online chat (Instant
messenger).
The confirmation establishes :
• A check on the entered reservation request data and
satisfaction of the reservation request.
• An agreement of room rates.
• An agreement of method of payment.
• A statement of the hotel’s cancellation procedure.
6. Modification and pre-arrival activity:

Pre-arrival activities such as changes in

arrival/departure dates, rooms, pickup details,
reconfirmation, deposit status, number of pax and
outright cancellations must be updated on the
reservation record.
•Caller Name.
•Caller contact details.
•Reason for Cancellation.
•Cancellation reference number.
•Date of Cancellation (Recorded automatically by the 
hotel software or enter manually).
•User or Reservation Agent Name Who processed the
cancellation (Recorded automatically by the hotel
software or enter manually).
 Overbooking

is a situation where your total room

available reserve is less than the
number of the room that had been
booked for sales in the same period.
In other words, your room's vacancy
had achieved 100% reservation.
 Revisions and Cancellations

Any changes in the booking (postponing, preponing

dates, increasing number of rooms\guests etc.) are
known as revision. Revisions are allowed if rooms
are available and rates are not affected due to
season.
Cancellation is to stop some event, decision or
activity.
• Sometimes, the guest may change their travel
plans. There are two possible results.
- Guest cancels the booking
- The booking is postponed or preponed.
Cancellation policy is based on three factors: close
to arrival date, demand for hotel rooms, and
frequent traveler. The cancellation fee ranges from
1 day tariff to tariff for the whole stay, with a free
period during which the guest can cancel without
penalty.
A cancellation deadline is a date before which
you must cancel a hotel reservation without
paying any money. You may cancel your
reservation up until the cancellation deadline
shown on your booking. If you cancel your
reservation after the cancellation deadline, you
will have to pay for one night's stay.
THANK YOU!<3