Assessment: 1. Overbooking is taking a reservation beyond the capacity for accommodation. 2.

Availability board is an indicator of the availability of room using room status. Hence, it is also called as room status board. 3. Guaranteed booking 4. Central Reservation System is a computerized system that stores and distributes information of a hotel, resort, or other lodging facilities. A central reservation system is a tool to reach the global distribution system as well as internet distribution systems from one single system. A Global distribution system (GDS) is a network operated by a company that enables automated transactions between Vendors and booking agents in order to provision travel related services to the end consumers. 5. Confirmation number is a code assigned to identify, record, and trace a confirmed booking. 6. Free Independent Traveler is a guest who travels alone and without the help of a travel arrangement. 7. Sources of reservation: Personal approach Travel agents Hotel websites Embassies Government bodies 8. Forms of Reservation System: 9. No show is a confirmed reservation but has not turned up. 10. PMS use by the hotel: Amadeus is a computer reservations system (or global distribution system, since it sells tickets for multiple airlines) owned by the Amadeus IT Group with headquarters in Madrid,Spain. Micros Fidelio Abacus System OPERA is the MICROS property management system used in many large hotel chains. Opera can essentially be the only management software a hotel needs, as it can handle Reservations, Customer Profiles, Housekeeping Management, Maintenance logs, Cashiering, Accounts Receivable, Agent commissions and third party interfaces such as Minibar systems or Guest TV. Galileo is a computer reservations system (CRS) owned by Travelport. As of 2002, it had a 26.4% share of worldwide CRS airline bookings. 11. Availability and readiness of the product 12. Reports that the FO Agents should review at the start of the shift: 13. General Flow in Rooming a guest: Guest Cycle 14. Things you may do in preparing for a group arrival:

15. Standard used in answering the telephone: Initial greeting Establish rapport Ensure confidentiality Confirm understanding Clear response in questions 16. Guest complaint handling: H- hear the problem E- empathize with the guest A- apologize to the guest T- take some corrective action 17. Greeting a guest: 18. Things to remember when lifting/moving/carrying items: Handle the item with care Use bell mans cart when there are 3 or more luggage Bend your knee to assist your back and use the palm of your hand in lifting not your fingers. 19. Things to observe in riding an elevator: Know the mechanism of the elevator buttons Stand as close to the wall You should not attempt to block the doors of the elevator to hold them open, because this is rude and potentially dangerous. While in an elevator, you shouldn't eat, smoke, or talk on your cellphone. Many people prefer to ride an elevator in silence, so if you have to strike up a conversation with someone, keep the topic neutral, and your tone of voice low. 20.