Chp 2 Reservations Flashcards
What are the front office functions?
Selling rooms/ reservations
Registration
Room and rate assignment
Cashier activities
Coordinate guest services
Room status change and control
Settlement of guest accounts
Monitor credit limits
Baggage handling
Creation of guest history records
General information (mails)
What’s the order of the guest cycle?
Pre-Arrival
Arrival
Occupancy
Departure
Post-Departure
Departure
Transportation
Bill settlement
Check-out
Baggage handling
Pre-Arrival
Reservations
Special requests
MOP
Transportation arrangements
Arrival
Welcome
Check-in
Room assignment
Issuing keys
Baggage handling
Occupancy
Information
Transportation
Currency exchange
Telephone calls
Maintain guests accounts
What implies the sources of reservations?
Distribution channels
What are the 5 distribution channels?
Property Direct Reservations
Central Reservations System (CRS)
Global Distribution System (GDS)
Internet Distribution System
Wholesaler
Property Direct Reservations
Reservations are handled directly by the hotel via cell, email, fax, website
Central Reservations System (CRS)
A computerized system used by hotel companies to store and retrieve information and conduct reservation transactions.
CRS types?
Affiliated reservation network
Non-Affiliated reservation network
Affiliated reservation network
Hotel Chain reservation system in which all participating properties are contractually related.
MARRIOT = Ritz carlton
Non-Affiliated reservation network
A subscription system designed to connect independent or non-chain properties.
Leading Hotels of the world
Global Distribution System (GDS)
A worldwide computerized reservation network used, by travel agents, as a single point of access for reserving airline seats, hotel rooms, rental cars.
Internet Distribution System
A Collection of Travel Websites (OTAs) which specialize in internet marketing of travel and related services directly to consumers.
Metasearch engine
search tool that sends user requests to several other search engines and/or databases and aggregates the results into a single list and displays them according to their source.
TRIVAGO
Wholesaler
Entity which purchases blocks of rooms and sells them to travel agents
What are the steps in wholesaler
- Hotel sells rooms to travel wholesaler
- The travel wholesaler sells rooms to a travel agent
- The travel agent sells rooms to an individual guest or group
- The guest or group stays at the hotel
What is the reservation process?
- Reservation inquiry
- Determine room availability
- Decide the rate to be applied (Rack rate, BAR, Package rate, etc)
- Create reservation record
- Confirm reservation back to guest and give the reservation number
- Maintain reservation in system
- Reservation reports
What are the different rate types?
Rack Rate
Corporate/Commercial/NegotiatedRate
Group Rate
Promotional Rate Codes
Incentive Rate Code
Early Bird Rate
Package Rate
Best Available Rates (BAR )
Tour Operator Rates
Rack rate
Standard rate defined by the hotel management for a particular room category/type.
Printed on the tariff sheet of the hotel, these details are also submitted to the local government authorities for hotel licensing and in some countries for Gov. tax compliance.
These rates are the maximum rates that can be applied
Corporate/Commercial/Negotiated Rate
Rates offered to companies that provide frequent business for the hotel or its chain.
Rate may vary according to the volume of business guaranteed by the companies.
Group rate
Rates which are offered to groups, meetings and conventions using the hotel for their functions
Promotional rate codes
Rates are generally offered during low occupancy periods to any guest to promote occupancy
