前台工作手册之三2.docx

前台工作手册之三2.docx

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前台工作手册之三2

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FrontOfficeOperations前台工作手册之三2

前厅客房2007-12-0619:

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ReservationAvailability

　　Whenapropertyreceivesareservationinquiry,itisimportanttocomparethedatawithpreviouslyprocessedreservations.Processingareservationrequestresultsinoneofseveralresponses.Apropertycan:

　　Acceptthereservationasrequested.

　　Suggestalternativeroomtypes,dates,and/orrates.

　　Suggestanalternativehotel.

　　Inanyreservationsystem,itisnecessarytocloselymonitorthenumberofreservationsinordertocontroloverbooking.Ahotelshouldusecarewhenacceptingreservationsbeyondthepointwhereitsroomsareexpectedtobeoccupied.Somestateshavelawsconcerningguestswithguaranteedreservationswhodonotreceiveroomswhentheyarriveatahotel.Reservationsystemscanbeprogrammedtocloselymonitoroverbooking.

　　Comparinghistoricalreservationvolumesagainstactualarrivalscanproduceanoverbookingfactortoserveasabookingguideline.Dependingontheproperty’sno-showreservationhistory,managementmayallowthereservationssystemtooverbook.Overbookingisastrategyaimedathelpingthehoteltoachieve100percentoccupancybyhedgingagainstno-shows,cancellations,andunexpectedearlydepartures.Basedonhistoricaldataandtheexperienceofknowledgeablemanagers,reservationsystem,suchascompetitivepressures,weather,andotherissues.Whenbookingahotelslightlybeyonditsavailableroomcapacity,thesystemattemptstoensurethatasmanyroomsaspossibleareoccupied.

　　Overbookingshouldbeapproachedcautiously.Ifareservationsystemisallowedtobooktoomanyrooms,guestswithconfirmedreservationsmayhavetobeturnedaway.Thiscreatespoorguestrelationsanddiscouragesrepeatbusiness.Toproperlycontroloverbooking,managersmustmonitorreservationsystemactivityroomavailabilitybycontrollingbooking,blocking,andcancellationinformation.

　　ReservationSystems

　　Anin-housereservationsystemcankeepclosetrackofreservations.Systemscantightlycontrolroomavailabilitydataandautomaticallygeneratemanyreservation-relatedreports.Exhibit6,forexample,presentsadailyexpectedarrival,stay-over,anddeparturereport.ItshowsthatforJanuary19,19arrivals,83stay-overandfourdeparturesareexpected.Inaddition,thisreportprojectsestimatedroomrevenuebasedonreportedreservationinformation.Automatedsystemscanalsogeneratereportssummarizingreservationsbyroomtype,guestprofile,andmanyothercharacteristics.Thebiggestadvantageofareservationsystemistheimprovedaccuracyofroomavailabilityandrateinformation.Asreservationsagentsinputreservationsandreservationmodificationsorcancellationsintothesystem,theinventoryofavailableroomsisimmediatelyupdated.Inaddition,frontdesktransactionsinvolvingno-shows,earlydepartures,orwalk-inswillimmediatelyupdatethecomputersystemislinkedtothereservationsystem.Inthesehotels,theroomavailabilityisautomaticallysenttothesalessystemeverytimethereisachange.Salesmanagerscanreviewgroupandtransientavailabilitywithouthavingtocallthereservationsdepartmentforassistance.Inmoreadvancedhotels,mayprovidesalesmanagerswithguidelinesonwhatratestosellinordertoachievetheirrevenueobjectives.

　　Exhibit7showsaguestroomcontrollogfromahotelsalessoftwarepackage,foreachdayoftheweek,thescreenshowsaguestroomcontrollogfromahotelsalessoftwarepackage.Foreachdayoftheweek,thescreenshowsthetotalnumberofroomsstillavailableforsale,aswellasthenumberofroomsprotectedforfrontofficesalestotransientbusiness.Roomsalesarecoordinatedinrealtimeassalespeople,reservationagents,andthefrontofficemanagerhaveinstantaccesstothemostcurrentinformation.

　　Onceallroomsinaspecificcategoryaresold,thereservationsystemcanbeprogrammedtorefuseanyfurtherreservationsinthatcategory.Whencheckingavailabilityinaclosedcategory,areservationsagentmayreceiveamessagesuchasthefollowingdisplayedonthescreen:

Thecategoryofroomsrequestedisnotavailable.Somereservationsystemsareprogrammedtoautomaticallysuggestalternativeroomtypesorrates,orevenothernearbyhotelproperties.Systemscanbeprogrammedtoitemizeroomavailabilityforfutureperiodsandmaydisplayopen,closed,andspecialeventdatesforanextendedperiodsandmaydisplayopen,closed,andspecialeventdatesforanextendedperiodoftime.Opendatesrefertoavailableroomdays,whilecloseddatesdepictfull-houseforecasts.Specialeventdatescanbeprogrammedtoalertreservationsagentsthataconventionorlargegroupisexpectedtooccupythehoteleitherbefore,during,orimmediatelyfollowingacaller’srequesteddayofarrival.Inaddition,manyreservationsystemshaveamanagementoverridefeaturewhichenablesoverbooking.Thisoverrideprovisionshouldbeexercisedwithextremecare.

　　Reservationsystemsstorereservationrecordselectronically,therebyallowingthecreationofwaitinglistsforhigh-demandperiods.Thisfeaturecontributestotheprocessingofgroupreservationsandtheimplementationofrevenuemanagementstrategies.Thefuturetimeframefortrackingreservationsiscalledthereservationhorizonandmostautomatedsystemshavehorizonsoftwotofiveyears.

　　TheReservationRecord

　　Reservationrecordsidentifyguestsandtheiroccupancyneedsbeforetheguests’arrival.Theserecordsenablethehoteltopersonalizeand/orcustomizeguestserviceandmoreaccuratelyschedulestaff.Reservationrecordsalsocontainavarietyofdatathatcanbeusedtogenerateseveralimportantmanagementreports.

　　Reservationsagentsoronlineformscancreatereservationrecordsbasedoninteractionswithguestsonlyafterdeterminingthatarequestforareservationcanbemet.Theseelectronicrecordsinitiatetheguestcycle.Tocreateareservationrecord,thereservationssystemtypicallycapturessuchguestdataas:

　　Guestname（andgroupname,ifapplicable）

　　Guest’shomeorbillingaddress

　　Guest’stelephonenumber,includingareacode

　　Name,address,andtelephonenumberoftheguest’scompany,ifappropriate

　　Nameofandpertinentinformationaboutthepersonmakingthereservation,ifnottheguest

　　Numberofpeopleintheparty,andperhapstheagesofanychildren

　　Arrivaldateandtime

　　Numberofnightsrequiredorexpecteddeparturedate,dependingonhowthesystemisdesigned

　　Reservationtype（guaranteed,non-guaranteed）

　　Specialrequirements（infant,disabledguest,orno-smokingaccommodations）

　　Additionalinformationasneeded（methodoftransportation,latearrival,flightnumber,roompreference,emailaddress,andsoforth）

　　Ifaguestplanstoarriveafterthehotel’snormalreservationcancellationhour,theguestshouldbeinformedoftheproperty’spolicyfornon-guaranteedreservations.Oncethenecessaryinformationconfirmationnumber.Confirmationnumberassignmentprovidesboththeguestandthereservationsdepartmentwithauniquereferencetothereservationrecord.

　　Inthecaseofaguaranteedreservation,additionalinformationisgenerallyneededforthereservationrecord.Dependingontheguest’smethodofguaranteethefollowinginformationmayberequired:

　　Creditcardinformation:

Thisinformationconsistsofthecreditcardtype,number,expirationdate,andthecardholder’sname.Onlinereservationsystemsmaybeconnectedtoatransactionprocessingservicethatallowsforautomaticverificationofcreditcardinformation.

　　Prepaymentordepositinformation:

Thisinformationcomesintheformofanagreementfromtheguesttosubmitarequireddeposittothehotelbeforeaspecifieddate.Aproposedadvancedepositorprepaymentguaranteeshouldbecloselymonitoredtoensurethecorrectamountispaidbythedesignateddate;ifitisnot,thereservationmayneedtobecanceledorreclassifiedasnon-guaranteed.Ifthehotel’spolicyistocollectthedepositatthetimeofreservation,theguestshouldbenotified.Ifacreditcardisprovidedatthetimethereservationismade,thetransactionprocessingserviceswillpostthedeposittothehotelimmediately.

　　Corporateortravelagencyaccountinformation:

Thisinformationincludesthenameandaddressofthebookingcompany,thenameofthepersonmakingthereservation,andtheclient’scorporateortravelagencydirectbillingaccountnumber（ifpreviouslyassignedbythehotel）.Forefficiency,thehotelmaypreloadanapprovedlistofcorporateandtravelagencyaccountnumberstoexpeditetheverificationprocess.Evenifthecorporationortravelagencydoesnotrequirebilling,atrackingaccountisusuallysetupinthereservationsystemtomonitorthebusinesstheyprovidetothehotel.Inhiswaythesalesofficewillhavetheinformationnecessarytonegotiateorrenegotiatecontractswiththesecompanies.

　　Reservationssystemsshoulddiscloseimportantaspectsofguaranteeingareservation.Guestsmustbeawarethattheiraccommodationswillbehelduntilaspecifictimefollowingtheirscheduledarrival.Guestsmustalsoknowthatiftheyfailtocancelthereservationbeforeaspecifiedtime,theymayforfeitthedepositorthehotelmaylevyachargeagainsttheguarantee.

　　Individualpropertiesandchainsmaydifferwithrespecttoquotingandconfirmingroomratesduringthecreationofareservationrecord.Althoughpublishedratesmaybesubjecttochangewithoutnotice,aratequotedandconfirmedduringthereservationsprocessmustbehonored.Reservationsystemsmustbecapableofmodifyingratesbasedonsuchfactorsas:

　　Supplementarychargesforextraservices