Reservation

MODES OF RESERVATION
Telephone Telex Fax Letters Personal E-mail Telegram

SOURCES OF RESERVATION
Free individual travelers Company guest Travel agents Walk in By sales and marketing office By tour operators THE RESERVATION IS FIRST RECORDED ON RESERVATION FORMS , WHICH CONTAIN THE FOLLOWING DETAILS.

NAME : COMPANY : DESIGNATION : ADDRESS : CITY : COUNTRY : PIN CODE : FAX :

TYPE / ROOM NO :

ARRIVAL DATE / TIME : DEPARTURE DATE / TIME: DURATION OF STAY : RATE CODE / RATE : PAYMENT MODE : CARD NUMBER : EXPIRY DATE : ANNIVERSARY DATE :

E MAIL ADDRESS : TELEPHONE NUMBER : DATE OF BIRTH :

PASSPORT AND OTHER DETAILS ARRIVED FROM : PASSPORT NO : REG. NO .: PROCEEDING TO : DATE OF ISSUE : NATIONALITY: PLACE :

BILLING INSTRUCTIONS : CASH REMARKS : RESERVATION REMARKS :

The information is fed into the system . This transfer helps in rechecking if all the important details are obtained. This is the most important to provide the guest service to the best of his satisfaction. A confirmation letter stating the reservation and mode of settlement or payment has to be send by the person who is making the reservation . Letter , telex or fax depending on the urgency confirms every reservation inturn by reservation department. These reservation forms with the corresponding letter is filed date wise for the current month for the following month . The next day arrivals , reservation forms and letters are placed in a follow up file in an alphabetical order. These details can be cross checked from the registration card in case of clarifications. Every day , V.I.P list is made which states the arrivals for the next day. The duty manager authorizes this. Then these copies are distributed to General manager , Lobby manager , Front office manager , Guest relation executive , Cashier , Executive housekeeper , Executive chef and security incharge.

THE FRONT DESK HAS FOUR MAIN SUBSECTION :

RECEPTION : Situated in main lobby. Which takes care of all check in / check or etc CASHIER : Situated in lobby next to reception which takes care of all guest resident and non resident bills.

CONCIERGE : It is the desk for handling all guest baggages , mails and other extra services. Travel desk : It handles of guest transportations according to the guest request like airport pick up and drop etc

PROCESS FOR CHECKING IN AND CHECKING OUT A GUEST CHECKING IN A GUEST

Some time normally elapses between making a reservation and his actual time of arrival in the hotel . During this period the may deal with hundred of other visitors . However , the hotel must be ready to receive each and every guest an the day and time of arrival . there must be a room ready for him and there are various necessary formalities to be gone through when the guest arrives . This is referred as Check in process :THERE ARE FIVE STEPS FOR CHECKING IN PROCEDURE :

STEP 1

Receiving and Registration. Receive a guest in front of house. Registering of guest.

STEP 2 STEP 3 STEP 4 STEP 5 -

Allocate room. Secure advance payment. Information service. Complete check in.

CHECKING OUT A GUEST :

When a registered guest leaves the hotel room he has rented , after settling his bills , the guest is said to be checking out.

THE FOLLOWING ARE THE PROCEDURES INVOLVED IN A CHECK OUT :

Guest calls to inform he is checking out to front office. Front desk assistant has to obtain the following : 1. What time the guest is checking out. 2. Would he need a bell boy to carry his baggage. 3. If yes , how many pieces of baggage. 4. Would the guest need a transportation to be arranged to take him to airport / railway station.

Then inform the bell desk: 1. Room number of guest 2. Number of baggages to be brought down.

Inform cashier to close the bill of the respective room number. Sign departure card after checking. 1. If the key is in the slot. 2. If the cashier has signed ( proof of settlement ). 3. Then inform the bell boy to arrange the baggages in the respective transport vehicle.

Then the check out procedure is complete.

GROUP CHECK IN PROCEDURE

The arrival of large groups of people at the same time will always mean there is pressureon the reception staff to get all guests checked in as quickly and efficiently as possible. If the group happen to be a large number of guest with individual bookings just happen to arrive at the same time then the receptionist will have to process eacg guest in turn as quickly as possible. However , if the

group arrival is a tour or a special partythen the receptionist will know in advance of the arrival and can plan accordingly. A standard procedure for the registration of group might include : Group members can register in the usual way by each individual completing a separate registration form. However , with large groups this could cause chaos. Individual registration forms can be given to the tour operator for completion by the guests en-route to the hotel. On arrival the receptionist has only to check them and file accordingly. A list of the group members names , nationality and passport details could be given directly to the hotel by the tour operator.

GROUP CHECK OUT PROCEDURE :

If a group of people check-out at the same time , e.g., a tour group , preplanning and special procedures will ensure that the operation runs smoothly. The general procedure for handling a group check-out are : Set aside an area for the luggage to be left before it is loaded into the coach. Group member are informed via the tour leader of the procedure for paying extras charged to individual room accounts. If the amount involved are likely to be substantial, find out in advance how each person will be paying and the required authorization can then be obtained in good time. If the main bill for the group will be sent to the tour operator for paying , obtain any necessary authorization from the tour leader in good time.

HANDLING RESERVATION
The reservation section works only between 9 :am to 6 : pm . During other times the reception has to take down the reservation. The procedure remains exactly the same as for reservation staff except feeding into computer system. The reservation slip as simply handed over to the next day to the reservation personnel.

FIRST SHIFT ( 7 am to 4 pm )
As soon as the morning shift personnel reports to duty at 6:45 am he / she has to check the following before proceeding further: Check the log book for any important work pending.

Check the arrival list and note down the following : 1. 2. 3. 4. 5. 6. Room occupancy. Average room rate. Occupancy percentage. Number of arrivals. Number of departure. Room position.

Check the function list to get the information regarding the various functions and conferences taking place in the hotel , locations and timings. Check the computer system for the V.I.P and Handle with Care guest name and room number. Request for the early release of the room from housekeeping for early morning arrival.

Then the Duty manager takes the briefing of all the front office staff in morning shift . The staff is required to have a personal proper grooming . apart from that the person is required to know : The general lay out of the hotel to guide the guest. The cuisines and timings of different food and beverage outlets. V.I.P arrival for the day.

The duty manager gives the staff special instructions if any.

SECOND SHIFT ( 1 pm to 10 pm )
The second shift works remains exactly the same as the first . shift.The first shift assistant has to handover all the details of the shift to the second shift for a smooth transaction.

NIGHT SHIFT ( 10 pm to 7 am )

The following are the main task : To print registration card : The computer lists all next days arrivals with details . The print out of this is taken on a

formatted registration card . These cards are segregated according to room wise. Helps in compiling the night manager report : he has to find out the following for compiling the report : 1. 2. 3. 4. 5. 6. 7. Total occupancy. Sleep outs. Key count. Extension provided. Skippers. V.I.P and Handle with care guest. Allowance passed.

Key count : The keys have to be count in order to find out

sleep outs , skipper and missing keys . If the check out guest takes the key he has to be contacted at the earliest.

Arrival list : The next day arrival list is taken from the
reservation department . The arrival list details of guest name , arrival time and flight details , category of room booked and special remarks if the guest is frequent to the hotel.