age 171)
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Reservation Record
• • • • Guest name Home/billing address Telephone number Company name and number (if appropriate) Name of person making reservation • • • • • • Number in party Arrival date and time Number of nights Type of reservation Special requirements Additional information, as needed
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Central Reservations Systems
Affiliate reservation network (hotel chains/ cluster RO) Non-affiliate reservation network The Leading Hotels of the World Preferred Hotels & Resorts Worldwide Distinguished Hotels
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Property-Direct Reservations
• • • • • • Telephone Mail Property website Property-to-property Faxes Other sources
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Other Reservation Considerations
Confirmations • Name and address of guest • Date and time of arrival • Room type and rate • Length of stay • Nr of persons • Type of reservation • Special requests • Res./Conf. number Cancellations • Reason • CXLD number
Chapter 4 Reservations
Managing Front Office Operations Eighth Edition (333TXT or 333CIN)
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Competencies for Reservations
1. Discuss the sales dimension of the reservations process, outline the different types of reservations, and describe reservation inquiries and their distribution channels. 2. Describe the process of taking group reservations and discuss group reservation issues. 3. Identify the tools managers use to track and control reservations availability, and discuss the reservation record.
Non Guaranteed Reservations?
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Distribution Channels
• • • • • Property reservations department Central reservations systems Cluster reservations office Global distribution systems Internet distribution systems
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Room Types
• • • • • • • • Single Double Triple Quad Queen King Twin Double-double • • • • • • Studio Mini-suite or junior suite Suite Connecting rooms Adjoining rooms Adjacent rooms
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Guaranteed Reservations
• • • • • Prepayment Credit and debit cards Advance deposit Voucher/miscellaneous charge order (MCO) Corporate
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Reservation availability
See Handout
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Typical Reservation Reports
• • • • • Reservation transactions report Commission agent report Regrets and denials report Revenue forecast report Expected arrival and departure lists
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Competencies for Reservations
(continued)
4. Describe policies and procedures surrounding the confirmation, modification, and cancellation of different types of reservations. 5. Explain the function of typical reservation reports, and summarize other reservation considerations.
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Global Distribution Systems
• • • • SABRE Galileo International Amadeus WorldSpan
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Internet Distribution Systems
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Other Reservation Considerations
• • • Legal implications Waiting lists Promotional packages
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Potential Reservation Problems
• • • • Errors in reservation record Misunderstandings due to industry jargon Miscommunication with central reservations system Online reservation failures