DATE : Wednesday, 26 February 2020, 23:46:02

TO : NCPTiongco, ADJUNCT FACULTY

CITHM LPU-MNL

FROM : Toby Brian R. San Juan

2018-1-00060

SUBJECT :
27FEB2020 RESERVATION INFORMATION P-03

This is your FIRST (3RD) of THREE (03) RESEARCH PAPER (S), that
you are required to submit every grading period.

ANSWERS the following QUESTIONS as STATED;

1. What INFORMATION is required when acquiring a ROOM RESERVATION
(S) from the guest | travel agent, enumerate and define each?

Verifying Guest’s Identity- The hotels are mandatorily

verifying guests’ identities. The staff verifies guest’s identity
first by politely asking the guest’s name. The staff member then
requests to show a photo ID such as driving license or valid
identity card from a well-known organization where the guest is
working. If the guests are from a foreign country, the staff
requests them to show passport.

A.) Name of the guest

B.) Date of Arrival
C.) Date of Departure
D.) Desired Room Type
E.) Desired Room Rate
F.) Required Number of rooms
G.) Desired Room plan
H.) Number of pare
I.) Contact number and address
J.) Special recommendation

Creating Registration Record- When the guests arrive at the

hotel, the front desk staff hands over the GRC to the guest to fill
up the information. In case of VIPs, the staff enters the
information on the card and receives the guest’s signature.

Establishing Payment Method- Guest can pay in advance or the

time of checking or checking out. Those who paid in advance are
put under Paid-In-Advance (PIA) list. There are various mode of
payment out of which a mode that guest prefers is recorded at the
time of registration. Following payment methods are available
-Cash Payment
-Credit Card/Debit Card Payment
-Cheque Payment
-Direct Billing
-Voucher

Wednesday, 26 February 2020, 11:46:02 pm, PAGE (S) 1 OF 6

 Assigning an Accommodation- The front office staff assigns an
accommodation to the guest only when the registration is complete.
The staff member’s records Wednesday, 26 February 2020, 1:06:02 AM,
PAGE (S) 2 OF 7 the accommodation number into the PMS and describes
about its positive attributes briefly.

Handling Special Request- If the guest has special

requirements such as a cradle for a baby or hot water bag or shaving
kit and alike, the front office staff is obliged to fulfill the
request on time.

2. Acquire a COPY of a ROOM RESERVATION FORM from a LODGING PROPERTY

and explain each piece of information it is asking for.

Guest Complete Name – This is very important because it identifies

whom the reservation was made for.

Address – This part is for the hotel information so that the

establishment knows where the guest lives.

Guest Email- So you can communicate to your guest efficiently.

Phone number – This part is important it for the front office staff
so that they may contact the guest prior to the changes with his/her
reservation.

Date of Arrival – This is the date of the guest will be checking

to the hotel.

Number of People- So the front office will know how many people
will be checking in.

Payment method – The guest will choose if what payment he/she wants
to. It can be thru cash or credit card.

Wednesday, 26 February 2020, 11:46:02 pm, PAGE (S) 2 OF 6

3. Acquire a COPY of a CONFIRMATION LETTER for a ROOM RESERVATION
from a LOGDING PROPERTY, compare it with the ROOM RESERVATION FORM
(ONLINE OR OTHERWISE), are there differences in the information
shown in each?

This is a confirmation letter from a hotel. The reservation form

and confirmation form are pretty much the same.

4. What is the difference between a NEW RESERVATION, an AMMENDMENT,

and a CANCELLATION?

New Reservation is the first interaction between the guest and

hotel. There will be having an agreement on what the guest wants
to. Like room types, what time, number of guests, etc. New
reservation is income money and cancellation it’s a loss of money.
So, cancellation is referring to cancelling the reservation at the
hotel. There will be a fee and charge of standard reservation while
the Amendment is small changes in the reservation.

5. What is the difference between an INDIVIDUAL RESERVATION and a

GROUP RESERVATION by policy in LODGING PROPERTIES?

An Individual reservation is specific reservation by a single

party. The same party can reserve a four people maximum for the
room.
A group reservation may reserve a minimum of five people up to the
maximum capacity of a room. In addition, the group reservation is
no specific number of people.

Wednesday, 26 February 2020, 11:46:02 pm, PAGE (S) 3 OF 6

6. When it comes to ROOM RATES, what kind of rates can a lodging
property give a CORPARATION, a TRAVEL AGENT, can you state the
difference, please explain?

I think the room rates for a corporation and a travel agent are
different, the lodging property can give a discounted room rates
depends on their agreement and how many people are checking in.

7. When it comes to LODGING PROPERTIES, what is a CANCELLATION

POLICY?

Cancellation policy- A statement by a supplier such as an airline

or hotel that details the terms under which a booking or reservation
may be rescinded, any penalties incurred by so doing, and so forth.
A hotel booking cancellation policy can depend on several factors,
such as the rate of the booking and the date of check-in. The
cancel by certain date policy. This type of cancellation policy
gives travelers the option to cancel hotel reservations free of
charge up until a certain date. Once this date passes, hotel
cancellation policies can either: Charge a standard cancellation
fee. Require the full payment for the reservation. The one-night
penalty policy, for this type of hotel room cancellation policy,
hotel charges a cancellation fee equivalent to one night’s stay at
the hotel. The prepaid, nonrefundable hotel reservation policy.
This type of hotel booking requires payment for the entirety of
the reservation at the time of booking and is nonrefundable.

8. When it comes to the LODGING PROPERTIES, what do you mean by

FORCE MAJUERE, what are its implications to room reservation? In
hotel contracts in particular, the force majeure clause is a
critical one because it can allow a group to completely cancel a
meeting contract when an extraordinary event arises and rely on
the clause to totally escape the typically huge contract
cancellation penalties

9. What is the DIFFENCE between ONLINE | OVER THE PHONE | OVER THE
COUNTER, ROOM RESERVATION? (S)?

ONLINE RESERVATION is very popular method for booking a hotel room.

A traveler can book a room via computer thru the travel agents
comparing prices and giving discounts.

OVER THE PHONE is a direct call from the hotel to book a room you
desire.

OVER THE COUNTER is the “walk-in” thing where you directly go to

hotel and get a room. This is much cheaper than online reservations
but not 100% sure that you will have a room you want.

10. Can you list and explain the steps in the acquisition of ONLINE
| OVER THE PHONE | OVER THE COUNTER, ROOM RESERVATION (S)?

Online Reservation

STEP 1 Provide the hotel or online travel agent with the check-in
and check-out dates for your vacation. Request the daily check-out
time to minimize confusion and avoid late fees and other penalties.
Inquire about express check-in and check-out for faster service.

Wednesday, 26 February 2020, 11:46:02 pm, PAGE (S) 4 OF 6

STEP 2 Confirm the number of guests in your party and choose a room
type. Hotel rooms can vary from single and double occupancy to
family and honeymoon accommodations. The number of guests,
including infants and children, will determine how many beds you
book. Many hotels offer crib rentals and roll-out beds for children.

STEP 3 Narrow down a hotel location. Large hotel chains offer

multiple locations, so use a travel guide or map to determine the
best location for your travel needs.

STEP 4 Ask about guestroom amenities. Standard amenities include

telephone, television and air conditioning. If you require Internet
service, newspaper delivery or cable channels, ask in advance if
these amenities are available and if additional fees apply.

STEP 5 Ask about hotel services. Not all hotels feature room service,
swimming pools and laundry, so ask in advance if these services
are available.

STEP 6 Reserve your hotel room using a credit card. Hotel

reservation lines and online travel agents require a credit card
or debit card with the Visa or MasterCard logo to complete a hotel
reservation. Although some hotels require only a deposit (which
may or may not be refundable depending on hotel policy) to complete
a room reservation, others require full payment. Get a confirmation
number for your reservation.

Over the Phone

Step 1 Answer the phone with 3 rings.

Step 2 Thank the guest for calling and greet the guest properly.

Step 3 Identify the guest name and why the caller calls. In hotel
calls is not only for the reservation. But also, for getting the
information, arranging party, sending messages to guest or making
business deals.

Step 4 If the caller calls for the room reservation and it’s not a
repeated guest then try to give a short review of your hotel
including hotel’s features and amenities, specialty, special offer
your hotel offering, etc.

Step 5 Check the room status or reservation chart. If the caller

requested date is sold out politely say sorry to the guest and let
him/her know why you are unable to sell the room.

Step 6 If the requested date is available, say that we are very

pleased to reserve a room for you. Now try to collect information
with proper spelling such as a name of the guest, his contact
address, room types, room rates, date of arrival, date of departure,
mode payment, etc.

Step 7 Repeat all the information caller gives and at the same time
give a reservation confirmation number.

Step 8 After settling everything thanks the caller for his/her

patience and calling you. End up the call as warmly you start and
try to make him feel that he/she just made a perfect decision.

Wednesday, 26 February 2020, 11:46:02 pm, PAGE (S) 5 OF 6

Over the Counter

Step 1 if the guest presents a confirmation letter, verify the date

and the name of the hotel; the guest may have arrived on a different
date at the wrong hotel.

Step 2 Check with the guest if the reservation was made by another
person, it is possible that the reservation agent might have
entered the reservation under the booker / caller name.

Step 3 Re verify the reservation by searching the hotel software

by last name, first name, reservation number, partial name search,
mobile number, Booker name, company, travel agent, etc. If the
guest had booked from the travel agent, ask the guest to call up
the travel agent and get more details of the booking.

Step 4 Ask the guest to reconfirm the arrival date and departure
date again, the guest may be arriving on a different date or it is
possible that this guest was a no-show for the previous night.

Step 5 If all of the above checks and given negative result, then
after checking the availability of rooms in the hotel the front
desk agent can create a new reservation. When the reservation is
created for walk-in guest the source segment of the reservation
should be tagged as 'Walk-In'.

Step 6 It is also a good practice to collect a advance deposit for

the complete room rental and approximate incidental charges from a
Walk-in guest.

REFERENCE:

https://4.bp.blogspot.com/-
EcULgBqExAI/TygwwWTD3wI/AAAAAAAAABM/QnGJpGhbvXI/s640/Reservation%
2Bconfirmation%2Bletter%2Bformat%2Bfor%2Bhotels.JPG

https://www.nathosp.com/images/uploads/10325_903_popup.jpg

https://www.tutorialspoint.com/front_office_management/front_offi
ce_

http://www.successfulmeetings.com/article.aspx?id=14547

Wednesday, 26 February 2020, 11:46:02 pm, PAGE (S) 6 OF 6