Reception
CRO is connected via the internet with the hotel, the system will automatically synchronise the two systems and the reservation and availability will be updated both at the CRO and the hotels system.
Travel agent If the guest makes a reservatio via a travel agent, the travel agent will make the booking using the GDS. Te GDS is usually connected to the CRO via the internet and the CRO will either manually enter the bookings into the hotel groups’ system, or it will automatically be updated in the CRO system and the hotel’s system. Te above explanations are in very simple terms and students should note it involves complicated systems and connections.
Personal Here there is a direct face-to-face contact between the customer and the receptionist. Return bookings are frequently made in this way as guests depart at the end of their stay. Te receptionist has the opportunity to find out the maximum information (about late arrival or room type required) and can answer any queries the guest may have. At quiet times the receptionist may also be able to show the guest the room type and utilise some sales techniques to increase the expenditure of the potential customer.
5.2 Recording the reservation
All hotels accept reservations or advance bookings for their rooms, in order to achieve high occupancy, and maximise their revenue. Te proportion of advance reservations will vary from 100% in a resort hotel to perhaps 10% in a transit hotel. Also, the length of time in advance that the guest books (lead time) will vary from a few hours to many months. Te reception staff needs a system which will enable them to:
• check if a reservation request is possible • record the booking
• retrieve the booking at the appropriate time.
It does not matter how the request for a reservation is made; the system of processing it will remain the same.
5.2.1 The details and information required to process a booking/reservation Whenever a request for accommodation is received the receptionist must establish:
• the guest’s name • the arrival date • the length of stay • the departure date
• the type of room required • any special requests the guest might have. 5.2.2 The benefits of the reservation form
If a hotel is able to accept a booking, then it has to be recorded. Tis is normally done by noting the requirements on a reservation form and entering the details in the hotel diary. If a computerised system is used, the receptionist will enter the information directly into the computer and the availability will be updated automatically. All details of bookings for a particular day are kept together.
Telephone and personal bookings are normally noted on a standard reservation form. Tis form is tailor-made to suit the individual requirements of each establishment and can take on various formats. Te use of the form for this purpose has many benefits:
• It acts as a checklist to ensure that all the relevant information is obtained. • It is a reminder to tell the guest certain things (price, release time, etc.). • It can be easily processed. • It is less likely to be lost.
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