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Reservations

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The Role of the Sales Department

•Sales Department is a primary source of reservations for the hotel

•Generating sales from MICE, corporate, leisure, and group market.

•Traditionally, reservations department was part of front office, however nowadays it is part of sales department

•Reservations agents are not order-takers, they are trained in sales techniques.

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Types of reservations

• Guaranteed reservation1. Prepayment – full payment2. Credit card guarantee3. Advanced deposit – A specified amount of money1. Travel agent guaranteed 2. Voucher from the travel agent3. Corporate guaranteed reservation

• Non-guaranteed reservation (confirmed)

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Reservation Inquiries

• Distribution Channels• Property Reservation

Department• Telephone• Fax• Mail• Property Website• Property to Property

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Sources of Reservations

Variety of Market Segments:•Corporate Clients•Social/Military/Educational/Religious/Fraternal (SMERF)•MICE•Group Travelers•Leisure Travelers•Current Guests

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Reservation ProcessGreet the caller

Identify the caller’s needs

Provide an overview of the hotel’s features and benefits

Make a room recommendation

Gather the reservation information

Close the sale

Thank the caller

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Forecasting Reservations•Forecasting (rooms forecast) – projecting room

sales for a specific period

• Importance of projected room revenue and ADR – General Manger, Financial Controller, Owners

• Importance of house count – Front Office, Food and Beverage, Housekeeping, Engineering

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Overbooking – Occupancy Management

• Overbooking – accepting reservations for more rooms than are available

• Confirmed/guaranteed/stayovers/understays(early departure)/overstays (extended stay)/walk-ins

•Occupancy Management formula

Total number of rooms expected to be occupied (reserved +stayovers)

- No-show rooms (based on historical data)+ Predicted overstays- Predicted understays- Cancellations= Total number of rooms expected to be occupied after the

adjustments

Total rooms inventory for the hotel- Out of Order rooms= Total number of rooms available for sale

Additional number of rooms to be reserved for the night = Total number of rooms available for sale – Total number

of rooms expected to be occupied after the adjustments

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Room Overbooking Control

•Contact the due out guests as early as possible•Double check with Engineering and

Housekeeping Manager the likelihood releasing any of the out of order rooms and communicate with Housekeeping to clean the early check out room as soon as possible

•Close all the “cheap rate” in order to maximize revenue

•Realize the reservation history of the hotel and forecast the room sold situation correctly

•Verify the categories of all bookings and decide which guests can be walked out, set an appropriate priority

•Compare information in the rooms availability, the housekeeper’s report, and guest folios for discrepancies in occupancy status.

•Monitor the non-guaranteed reservations after 18:00

•Monitor the waiting list booking after 18:00

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End of Reservations