Module 3 5. Reservations
5.1 Methods of booking a reservation Te staff who work in the reservation section have a great deal of responsibility and it is their task to see that all reservations are dealt with promptly and efficiently. Rooms must be allocated and charted on the reservation and room status charts or system so that not only the guests get the type of accommodation they have requested but also ensures the hotel achieve the maximum occupancy of the rooms.
5.1.1 The methods by which a reservation may be communicated
Te first indication that a person requires accommodation is through a request for a reservation. Tis can be by e-mail, telephone, fax, central reservation office (or system) or directly as a walk-in guest.
Telephone Telephone bookings are the most common in many hotels. It is quick, most people have access to a phone, and most importantly, it is interactive – the potential guest can find out immediately if a room is available, if the price is satisfactory, and so on. It also gives the receptionist the opportunity to clarify any necessary points – who will be paying the bill, will the arrival be before 6 pm, is there a restaurant booking required, etc.
Fax Te fax combines the speed of the telephone with the permanence of a letter. Most hotels have fax machines, but it has mostly been replaced with guests sending e-mails. With a fax there is less opportunity for misunderstanding a reservation request and a confirmation of the booking can be faxed immediately. Similar to an e-mail, a fax can be sent even though the reservations department might be closed. Tis is particularly important for international guests.
Letter In the past, guests would write a letter and post it to the hotel of their choice. Especially resort hotels, like Aventura Resorts, receive bookings with very long lead times. Seeing that the lead time is longer, the speed of communication is not so important. A letter of reservation is also useful, as with a fax there is less opportunity for misunderstanding. Tis method has largely been replaced by guests sending e-mails.
Central Reservations Office Te majority of hotel groups now operate their reservations department by the extensive use of computers. Most hotel groups have their own computer network (system) ensuring fast and informative data regarding reservations throughout the entire group. Many systems additionally enable contact to be made very quickly with other organisations should the need occur. Normally the computer information is updated by each hotel, and the program is set up so that if one hotel or room type is full it can offer the closest alternative. With these systems the updating of reservations and availability is instantaneous. Te linking of hotel reservations systems, with airline networks and the connection through Galileo (or Amadeus) to travel agents and hotel booking agents have ensured that advance bookings made by computer terminal have become simpler and faster than ever before.
A guest can either phone or e-mail the Central Reservations Office to make a booking for any of the hotels connected to the group (for example, phone the Protea Hotels Central Reservations Office to make a booking for any Protea Hotel) or go to a travel agent that will make a booking via the GDS (Global Distribution System for example Galileo or Amadeus). When booking via the CRO, the guest will make the booking and the CRO will then either e-mail the booking to the hotel, or if the
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