Please scroll down to get to the study materials.
There are two types of reservation and they are:
In this guest confirms the booking by paying a conformational charge and on another hand hotel also hold the room request until specific due dates and time of arrival. It protects hotel revenue in case of no show until cancellation is done as per hotel rules.
A conditional reservation or simple agreement between guest and the hotel in which hotel agrees to hold the room until 6 pm on the date of arrival. If the guest fails to attain within cancellation hours, the room will be released for resale.
When a reservation request is received then reservationist must determine reservation details and guest purpose of stay. The details are;
Name of guest, address of guest, date of arrival, date of departure, desire of room type, contact address, desired room rate, etc
The next step is to find out whether the requested room is available on requested date or not. Room availability can be determined through forecast board, computers, and reservation chart.
If the room and rate are at par then accept the room request. If the room is not available then apologize the guest and offer any other alternatives.
After accepting reservation request, guest details are fill up on form as well as on computers.
When client and hotel agree on room and rates then reservation assistant confirms reservation request.
Whitney rack means reservation rack. It is the series of a rack with small slots to hold reservation slip that is displayed on reservation office. Reservation slip is made of two copies, one goes to Whitney rack and another one is attached with reservation form or file. Reservation slip may be color coated. Every color is separated into the types of guest for example;
Pink reservation slip for free individual travellers, red reservation slip for groups and crews guest, yellow reservation slip for very important guest(VIPs), green reservation slip for guest brought by travel agents.
A reservation chart is based on the basis of a reservation system. Each page represents a month. The vertical column represents each day of a month while the horizontal columns represent the room in the hotel. The number of horizontal columns depends on upon the number of rooms in a hotel. Each block is created in a matrix then represent the room on a particular day of the month. Or in other words in this process, the reservationist block the requested room on the requested date on reservation chart.
Request for room reservation may come from a number of sources by a prospective guest. The most common sources of reservation are as follows:
1. 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.
2. Companies/corporate houses
The companies may book rooms or other services for their visitors, executives, delegators or clients in a hotel at special rates.
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.
They provide large business in capital cities for their visiting dignitaries, executive, officers etc
These group book hotel rooms directly for conducting seminars, research, training programmes etc.
6. Government Office and Ministries
The 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.
7. Personal approach
The may directly give their reservation to the hotel. They are also termed as FITs (Free individual travelers) or chance guest. Those guest are also termed as walk-in guests.
The reservation may come from the guest directly through different organization but the medium through which the reservation requests reach the hotel are also different and they are as follows:
A return request for room, reservation is sent directly to hotel reservation section through the post office, hand delivery or by courier.
Today's most common system is a telephonic reservation. These are a faster way of getting confirmation and are handled directly by reservation staff. Guest can directly reserve hotel rooms through the telephone.
The most common and cheapest modes of reservation in which written statement and graphics are transmitted over telephone lines.
Many hotels have their own CRS network which allows direct reservation access to a travel agent, clients through their own network.
A person can directly arrive at the hotel to seek reservation which is usually low in practice.
Due to fast advancement and development of internet all over the world, today most of the hotel allows reservation online on the internet through their websites. Even reservation sent on e-mail is accepted.
It is legal document indicating acceptance of room request made by a guest and the hotel. It may be either guaranteed or non-guaranteed reservation. It affects room occupancy by if a guest does not check in or check out on time.
This means the room which was previously booked again becomes available for resale due to personal reasons or natural rules then guest has to pay a certain compensation and remaining amount are refunded.
It is the tendency of booking more room than the room available in the hotel. It is a strategy adopted to maximize room revenue and in order to prevent no show, last minute cancellation. Overbooking must be practiced carefully in case of overbooked room guest must be transferred to same standard hotel and the extra burden should be handled by the hotel itself.
Walking refers to a guest who arrives at the hotel without reservation. They are always called chance guest. Walk-in should be handled carefully and accommodated by following walking formalities with secure advance deposit. If walk-in could not be accommodated they should be referred to a similar hotel nearby. Walk-in generates revenue but also bear risk to the hotel.
A guest who doesn't arrives to pick up the reservation and for which formal cancellation is not done by them. In this case of no-show, a hotel will compensate some amount of money and remain money is refunded. In a case of natural circumstances like an earthquake, flight delayed total money are refunded. Generally no-show occurs in small number in a hotel, but it can affect the reservation and hotel business as well as hotel revenue.
If a guest stays in hotel rooms beyond the scheduled departure date that is called overstay. Guest who check out before scheduled departure date then it is called under the stay. This types of guest in the hotel can affect the normal operation of a hotel.
Joshi, Basant Prasad et.al., Fundamentals of Hotel Management-XII, Sukunda Pustak Bhandar,Kathmandu
Bhandari, Saroj Sing et.al., Principle of Hotel Management-XII, Asmita Publication, Kathmandu
Oli, Gopal Singh et.al., Hotel Management Principle and practices-XII, Buddha Prakashan, Kathmandu
Types of Reservation
Reservation Procedure Chart
Sources of reservation
Modes of reservation
Factors Affecting Reservation