B.

Process Reservations
Prepared by:
Ms. Cristine Joy M. Vergara
Teacher
 Within the Front Office, the reservations section takes
guest inquiries and turns them into reservations. A person
working in this section needs sound knowledge of the room
types, room rates, and packages the hotel has available.
The reservations staff member will constantly be
referring to availability for every reservation inquiry they
take.

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 B1. Take Reservations
Take a reservation and enter the appropriate information:
B. PROCESS RESERVATIONS

• Determine the guest's arrival and departure dates

• Confirm room type and room rate
• Obtain the guest’s name and related details
• Identify how many guests will be staying
• Determine how the guest will pay for the room
• Describe related house policies (cancellation policy,
check-in, check-out times, late arrivals, etc.)
• Process payment
• Send reservation confirmation
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 B2. Change or Cancel Reservations
• Locate the original reservation
• Verify original information with the guest
• Identify required changes adding suggestions if
necessary
• Check availability and/or make a cancellation
• Confirm changes or offer alternatives
• Identify any charges for cancellation according
to house policy and inform the caller (if
applicable)
• Thank the caller.

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B3. Reservation Confirmations
All reservations require a confirmation
from the person making the reservation.
Confirmation is usually made using the same
method as the reservation. This means that if the
reservation is made by phone try, if possible, to
confirm the reservation to the guest while the
guest is on the line. Whatever method is used,
should be confirmed within 24 hours of the
booking request.
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B3. Reservation Confirmations
When confirming the reservation, it is important to
reiterate the following:
• The arrival and departure dates
• The room type booked
• The rate
• Any special requests of the guest
• Your property's guaranteed check-in time, i.e., the
time the room should be ready for the guest
• Your property's check-in and check-out time.
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 Summary

• Reservations or changes to reservations are

completed to the guest's satisfaction and to property
requirements

• House policy and procedures are communicated to

the guest All necessary information is entered into
the reservation system and processed.

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C. Process Guest Arrivals
Prepared by:
Ms. Cristine Joy M. Vergara
Teacher
 There are two stages involved in processing
guest arrivals - the pre-arrival stage is comprised
of preparatory activities to make sure that you can
process a guest’s arrival quickly and efficiently
allowing you an opportunity to impress and
welcome your guest when he arrives (the arrival
stage).

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 C1.Prepare for Arrivals
So that housekeeping is given sufficient time to
clean guest rooms properties have a:

• Check-out time - guests are expected to vacate

their room by this time (usually11.00 a.m.)

• Check-in time- guests are not permitted to check

in before this time (usually 2.00 p.m.)

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At the beginning of your shift, you will generally be required to:

• Sign in

• Sign for your cash float (the amount of

money that your cash drawer has at the
start of any shift)

• Check the arrivals report.

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Pre-arrival organization may include checking the reservation to see:

• The expected time of arrival

• The number of persons in the party
• If there have been any special requests, such as a guest requesting hypoallergenic
pillows rather than feather pillows
• Whether this is a first-time visit or a return visit
• If there is a guest history card that indicates what the guest usually requires
• If there are any special security arrangements that need to be made
• If there are any other bookings required by the guest, e.g., restaurants, business
services, babysitting
• If the guest requires special equipment, e.g., baby cot, stroller, wheelchair
• Identify payment types e.g., travel agent's charge, vouchers company charge,
deposits, pre-paid.
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 Regular or Returning
Guests
Guest history is the record of details of regular
guests. Depending on the reservation system used in your
property, either manual or computerized, details of a guest's
stay are entered into the guest history after each stay.

If the reservation system is manual, index card files

are used. If the property is computerized, then history is
automatically updated by the computer upon departure.

This ensures all guests receive consistent service

and eliminates unnecessary inconvenience for regular and
return guests.

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 Regular guests are usually given a code such as "RG - regular or return guest" to let
all other staff members know.

Guest history will contain information such as:

 Name and address of the guest

 Name of the company making the booking (if it is a corporate booking)
 The dates of the stay and number of nights spent in the property (called 'room nights)
 The rate paid
 How many nights in total the guest has spent in the property and what total spend
 Total amount of revenue generated from this guest - which includes food and beverage
and function usage
 Personal preferences of the guest pertaining to room allocation, e.g., preferred top
floor, favorite restaurants, preferred newspaper, nonsmoking, etc.

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 History
Guest history is periodically 'purged', i.e.
reviewed, and histories of guests who have not
stayed in the property for the last 6 to 12 months
are deleted from the files.
The file retains details of those guests
who use the property frequently. If not purged, it
becomes cumbersome and time-consuming to
use.
All FIT, (Frequent Independent Traveler)
reservations should be checked against guest
history before entering the reservation into the
booking system. 16
 History
If the guest has a history of using the property, it is usual to extend
them some particular courtesy, such as an upgrade (allocation of a better
room than the type booked and paid for) or a welcome gift, or simply extra
recognition on arrival.

As a Receptionist, it is important for you to know and acknowledge

regular guests. This is why hotels use symbols such as "RG" to help staff
with this.

It is your job to ensure all things are ready when the guest arrives. In
many instances, you will have to learn to anticipate guest requests.
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