Assignment on:

Reservation Procedure: Reservation &

Sales; types of Reservation; Reservation
Inquires; group Reservation; Reservation
Confirmation & Cancellation.
Submitted to
Rezoana Alam
Lecturer
Department of ITHM
Submitted by
Khan Jayed Akter Bin Raji
ID: 183-007-054
 RESERVATION AND
SALES

Customer's concluded arrangement with a

goods or services supplier (carrier, hotel,
restaurant, publisher, etc.) representing a
completed sale. Also called booking or
transaction.
 Reservation Sales Agent Duties and
Responsibilities
01. Provide Information to Customers
02. Make Reservations
03. Handle Customer Complaints
04. Sell Products and Services
05. Process Payments and Refunds
 Types of Reservations
• Guaranteed Reservation: Insures that the hotel will hold
a room for the guest until a specific time of guest’s
scheduled arrival date .
• The guest must provide us a method of payment.
• If the guest does not show up or cancel properly,
• the guest will be charged for one night
accommodation.
• If the hotel then fails to provide the room for a
guaranteed reservation, legal penalties can be applied if
the guest files a complaint.
• In order to guarantee a reservation, guests can choose
one of the following methods:
 Guaranteed Reservations
The reservation can be guaranteed by
• Prepayment
· Credit card
· Advance deposit
· Travel agent voucher/miscellaneous charge
order (MCO)
· Corporate (direct billing account)
 Non-guaranteed Reservation
 Non-guaranteed Reservation: Insures that the
hotel agrees to hold a room for the guest until a
stated reservation cancellation hour (Usually 6
p.m.)
on the day of arrival.
 It is common for hotels planning on full

occupancy or
nearing full occupancy to accept only guaranteed
reservation once a specified number of expected
arrivals is achieved.
 Reservation Inquiry
• Guests can communicate their reservation inquiries in
person, over the telephone, via mail, through facsimile,
telex,
e-mail…
• While getting a reservation inquiry, the reservation staff
shall
obtain the following guest-related information:
• Guest’s name, address and telephone number
• Company or travel agency name
• Date of arrival and departure
• Type and number of rooms requested
 4.0 GROUP RESERVATIONS

The Groups module is used to make reservations

for five or more guests who have some features
in common (they are all from the same
company and are arriving on approximately
the same dates, or they are all members of an
organized tour group). This module is
specifically designed to manage reservations
with similar needs. Additionally, groups may
receive negotiated rates or other special
treatment.
RESERVATION CONFIRMATION
To book one or more guestrooms you need to
provide your credit card details. These details
enable our hotel to request authorization by your
credit card company. This is a standard
procedure to certify that credit limits allow for
potential expenses. Some credit card companies
inform card holders about authorization
requests. In this case your bank statement may
report a temporary limitation of your credit
maximum up to the amount of your reservation.
However, this limitation is not a payment.
 Cancellation
 Retrieve original reservation
 Note date and time cancellation received
 Record contact name of person cancelling
 Update manual and computer records
 File cancelled reservation
 Apply cancellation fee as per hotel policy
 Thank caller
Thank
You