HOTEL

R E S E RVAT I O N
KEY TERMS
Recording details of reservation. Record complete customer details accurately against his/her
booking in a manner that ensures correct interpretation by others who may access the reservation
details
WHAT IS
RESERVATION?
The act of reserving; keeping
or withholding

Booking in advance

Something that us kept back

or withheld
THE MAIN The main function of reservation process is to match
FUNCTION room request with room availability
 THE PROCESS OF RESERVATION

RECEIVE DOCUMENTING MAINTAINING THE

RESERVATION THE RESERVATION RESERVATION
DETAILS RECORD
Determining the room
availability

compiling the reservation

Accepting or denying a Confirming the reservation
report
request
RESERVATION
TERMINOLOGIES
 RESERVATION TERMINOLOGIES
Daily Cash paid outs to airline crews as negotiated crews as
ALLOWANCES negotiated with the airlines and recovered from them at later
date

Changes made of records concerning client's stay

AMENDMENTS

A confirmed booking that has been cancelled in writing by a

CANCELLATION guest

DOUBLE OCCUPANCY Two guest staying in a room

 RESERVATION TERMINOLOGIES
Any body of guest above 15 persons who travel together.
GROUP

A room booking that is confirmed in writing by a guest.

GUARANTEED
BOOKING
A client of the hotel.
GUEST

FORECAST A studied anticipation of room business.

 RESERVATION TERMINOLOGIES

FREE SALE Rooms that is available for booking.

a status when guest are kept waiting for a room booking

ON - REQUEST confirmation.

PAX PERSON

OVER BOOKING Booking rooms that are beyond the hotel room capacity.

REVISION Change in booking instructions.

 RESERVATION TERMINOLOGIES

SOLD OUT a status in which all rooms in the hotel are sold.

a guest awaiting a confirmation of the room booking.

WAITLIST

CHARGE PERSON

ROOM is a financial obligation for a product or service during a

AVAILABILITY guest stay.

guest charges that might not be included on the

LATE CHARGES
guest folio because of a delay in posting by other
department.
WHAT DOES A ROOM MEAN TO A GUEST?
COMFORT
SECURITY
PRIVACY
CONVENIENCE
CLEANLINESS
A HOME AWAY FROM HOME
SINGLE ROOM
A room with two single beds
meant for two persons
DOUBLE ROOM
A room with double beds meant
for two persons
TWIN DOUBLE
ROOM
Commonly known as family
room having two double beds
separated from each other
TWIN DOUBLE
ROOM
Commonly known as family
room having two double beds
separated from each other
TRIPLE ROOM
a room with the capacity to
accommodate 3 persons,
generally 3 single beds.
INTERCONNECTING
ROOMS
Two rooms which shares a
common door mostly used by
families
CABANA
This type of room faces water
body, beach, or a swimming
pool. It generally has a large
balcony.
EXECUTIVE HOTEL
ROOM
a stylish one-bedroom suite with king sized bed
decorated in neutral tones, 46 square meters in size
and with a separate living and dining area.
Additional amenities for the suites include a
washing machine & dryer.
 SUITES
Suites are usually considered to be the largest style of hotel room available in
most hotels. Suites usually offer multiple separated spaces: Bathroom,
kitchen, bedroom, living area, and sometimes many more.
JUNIOR SUITE
Junior suites are smaller than a regular suite but
more importantly, typically don't have a solid
separation between the bedrooms and living area.
These suites have small living areas that are an
extension of the bedroom space and don't come with
dining areas.
DOUBLE SUITE
A suite-style double room is a room that houses two
residents in the room. The room has an attached
bathroom that is shared with residents in one or two
other adjacent rooms.
EXECUTIVE SUITES
An executive suite in its most general definition is a
collection of offices or rooms—or suite—used by
top managers of a business—or executives.
 PRESIDENTIAL
aSUITE
suite of rooms, as in a hotel,
suitable for a president or other
head of state.
DIFFERENT TYPES
O F R E S E RVAT I O N
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labore et dolore magna aliqua. Ut enim ad minim veniam
GUARANTEED RESERVATION
Ensures that the hotel will hold a room for the guest
until a specific time of guest's scheduled arrival date.
• The guest must provide us a method of payment.
• If the guest does not show up or cancel properly.
• The guest will be charged for one night
accommodation. If the hotel then fails to provide the
room for a guaranteed reservation, legal penalties can
be applied if the guest files a complaint.
• In order to guarantee a reservation, guests can
choose one of the following methods: Advance
payment; credit card.
 NON - GUARANTEED
RESERVATION
Insures that the hotel agrees to hold a room for the
guest until a stated reservation cancellation hour
(Usually 6 p.m.) on the day of arrival.

• It is common for hotels planning on full occupancy or

nearing full occupancy to accept only guaranteed
reservation once a specified number of expected
arrivals is achieved.
R E S E RVAT I O N
I N Q U I RY
• Guests can communicate their reservation inquiries in person, over the
telephone, via mail, through facsimile, telex, e-mail.

While getting a reservation inquiry, the reservation staff shall obtain the
following guest-related information:
• Guest's name, address and telephone number
• Company or travel agency name
• Date of arrival and departure
• Type and number of rooms requested
• Desired room rate
• Number of people in the group, if applicable
• Method of payment and/or guarantee
• Any other special requests
• Most of the above mentioned information is used to create a reservation
record.
R E S E RVAT I O N
PROCESS
 S E V E N S T E P R E S E RVAT I O N
PROCESS
1. Greet the caller. ( thank you for calling Holiday inn. This is Mary speaking How
can I help you today?)
2. Identify caller's need ( arrival date, departure date, preference.....)
3. Provide an overview of the hotel's feature (number of restaurant, swimming
pool)
4. Make a room recommendation and room rate.
5. Ask for the sales (Would you like me to book the reservation for you?
 S E V E N S T E P R E S E RVAT I O N
PROCESS
•6. Create a reservation record according to the hotel procedures.
7. Thank the caller. Closing a call as warmly as opening a call leaves the caller
with a sense of confidence that they have made the correct decision.

The reservation function is a sales process, if the reservation staff is

unenthusiastic, the caller will not a have a positive impression of the hotel and
may decide to go elsewhere.