Module 3 Lesson 3 FO

PHILIPPINE COLLEGE OF SCIENCE AND TECHNOLOGY
Old Nalsian Road, Nalsian, Calasiao, Pangasinan, Philippines 2418

Tel. No. (075)522-8032/Fax No. (075)523-0894/Website: www.philcst.edu.ph
ISO 9001:2015 CERTIFIED, Member: Philippine Association of Colleges and Universities (PACU),
Philippine Association of Maritime Institutions (PAMI)
MODULE 3
MIDTERM PERIOD
LESSON 3: RECEIVE ND PROCESS RESERVATION
WHAT IS RESERVATION (PRE-ARRIVAL)?

All hotels accept reservation or advance bookings for their
rooms in order to achieve high occupancy, and maximize their
revenue.
The receptionist staff needs a system that will enable them
to:
1. Check whether the reservation request is possible.
2. Record the booking.
3. Retrieve the booking at the appropriate time.
INFORMATION ASKED FOR RESERVATION
While getting a reservation inquiry, the reservation agent

shall obtain the following guest-related information:
a. Guest’s name, address and telephone number

b. Company or travel agency name
c. Date of arrival and departure
d. Room Preferences
e. Number of people in the group, if applicable
f. Method of payment and/or guarantee
g. Any other special requests
Sample Dialogue: Making Room Reservation on Telephone (SOP)
Step 1: Answer the telephone within 3 rings
Step 2: Greet the guest properly.
Ex. “Thank you for calling PhilCST Hotel, This is

Avegail speaking, Good Morning, how may I help you?”
Step 3: In this stage be sure about the name and when guest
wants to check in and check out. Be ready to fill-out
the reservation form or record. Try to understand this
conversation:
Guest: “Good Morning, this is Carlo Yi, I want to make a

reservation”
Agent: “Alright, Mr. Yi, are you our priority Club Member? When
do you plan to reserve a room?”
(Ask to ensure about guest) or
“Did you stay here before?”
(If guest says yes then ask a following question)
“May I have your previous check in and check out date,

please?”
(Ask this question to know what price was offered before

and what is guest’s preference and other information
related to that particular guest)
Step 4: After confirming about the guest, proceed to the next

level. In this case, first look for the room inventory.
You may either find a vacant room or no room for sale.
Now, follow these steps in those cases.
If you don’t find any room available:
Now your approach will be to know which room will be

best suit the guest. Follow these steps:
Agent: Alright, Mr. Yi, will you travel alone or not?
(As agent, your duty is to recommend a room suited to

the guest. If guest is travelling with family then you
cannot recommend to him a single room. In this case, you

must look for a family room or other rooms for more than
1 person.)
Agent: Mr. Yi, currently we have a deluxe room, suite and studio
room to accommodate your family.
(If you have different types of rooms vacant then give

some option to guest).
Step 5: Try to highlight different features of each type of

rooms and their price. If there is any discounted offer,
offer it. Be ready all the time for up selling.
Step 6: Make reservation properly. First be sure about guest

name.
Guest: It is C-A-R-L-O Carlo and then Y-I Yi.
Agent: Is it C-A-R-L-O Carlo and then Y-I Yi?
(Use phonetic alphabet if possible)
Guest: Yes, you are right
Then politely request him for guaranteed booking.
Agent: Mr. Yi, I would like to recommend that you guarantee your
booking as we have very high occupancy rate.
Step 7: Explain your procedure for guaranteed reservation.
Agent: Mr. Yi, I just placed your reservation as guaranteed.

This will ensure your booking. If you do not come on XXX
date, without informing us then one night room will be
charged to your credit card as penalty. However, if you
wish to change your reservation, then you have to inform
us 24 hours in advance.
Step 8: Get contact details
Agent: May I have your contact number and address, please.
Step 9: Offer more services to your guest.
Agent: Mr. Yi, we are offering other services for our guest.
Would you like us to arrange for a pickup service from
the airport?
Guest: Yes, that’s great.
Agent: Alright, Mr. Yi, for transportation facility, both fax or

telephone and credit card guarantees are required. As
soon as we receive your confirmation, our concierge will
contact you and make all the arrangements.
Step 10: Now you will approach to close down the selling. Repeat
all required information to be sure that you have made
proper reservation.
Agent: So now, Mr. Yi, I am going to repeat your reservation

details. You like to be checking in on XXX and your
checking out date is XXX. You preferred a non-smoking,
twin bedded supreme room for you and your family. Room
rate is XXX US$ per night which include complimentary
breakfast. You also pay in advance for transportation
service. Your confirmation number is XXX.
Guest: Yes, you are right.
Step 11: Thank the guest for his call and finish the
conversation.
Agent: Thank you, Mr. Carlo Yi for choosing PhilCST Hotel.

Certainly, you made the right decision. So, mr. Yi see
you on XXX. Have a great day.
TYPES OF RESERVATION
1. Regular Reservation – refers to an agreement that a hotel

makes to hold a room until cut-off date and time. If the
guest does not arrive by the time, the room maybe sold to
other guests.
2. Confirmed Reservation – applies when the terms of
reservation have been verified. Both the hotel and the
reserving party agree on the dates, rates, and billing
arrangements, room types and other arrangements. This
reservation is confirmed to the guest verbally or in
writing through mail, e-mail and fax.
3. Guaranteed Reservation – is an agreement that the hotel
makes hold a room for a guest until the guest arrives. In
return, the guest or his sponsor assures payment for the
room using his credit card, or his company account or by
making a pre-payment. Unless the reservation is properly
cancelled, the guest is billed for the room, including the
applicable taxes.
METHODS TO GUARANTEE A RESERVATION
1. Credit card
2. Advance deposit of partial-payment
3. Travel agents
4. Corporate accounts
5. In-house voucher
SOURCES OF RESERVATIONS
1. Letters
2. E-mail or Internet Access
3. Fax
4. Telephone/Cellphone
5. Walk-in/ In Person
AMMENDMENTS
- Retrieve the original reservation

- Note date and time amendment received
- Record contact name of person amending
- Update manual or computerized record
- File amended reservation
- Thank caller
AMENDMENT IN RESERVATION
1. Extension of stay
2. Early departure
3. Room change
4. Early arrivals
5. Walk-ins
CANCELLATION
- Retrieve original reservation

- Note date and time cancellation was received
- Record contact name of person cancelling
- File cancelled reservation
- Apply cancellation fee as per hotel policy
- Thank caller
CONTROL OF RESERVATIONS
1. Close Outs
- Refusal of bookings for a certain date (busy periods/peak
season) even though there are still available rooms.
- Smoothens the booking patterns and ensure occupancy is high
every night.
2. Overbooking
- Accepting more reservations than there is space available.
- Assists the hotel maintaining maximum occupancy and to
compensate early departure, last minute cancellation and
non-arrival.
Four Steps to Selling
1. Know your product.

2. Know your guest.
3. Match the guest to the best alternative.
4. Always sell the product before the price.

Module 3 Lesson 3 FO

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PHILIPPINE COLLEGE OF SCIENCE AND TECHNOLOGY

Old Nalsian Road, Nalsian, Calasiao, Pangasinan, Philippines 2418

WHAT IS RESERVATION (PRE-ARRIVAL)?

INFORMATION ASKED FOR RESERVATION

While getting a reservation inquiry, the reservation agent

a. Guest’s name, address and telephone number

Sample Dialogue: Making Room Reservation on Telephone (SOP)

Step 1: Answer the telephone within 3 rings

Step 2: Greet the guest properly.

Ex. “Thank you for calling PhilCST Hotel, This is

Guest: “Good Morning, this is Carlo Yi, I want to make a

(Ask to ensure about guest) or

“Did you stay here before?”

(If guest says yes then ask a following question)

“May I have your previous check in and check out date,

(Ask this question to know what price was offered before

Step 4: After confirming about the guest, proceed to the next

If you don’t find any room available:

Now your approach will be to know which room will be

Agent: Alright, Mr. Yi, will you travel alone or not?

(As agent, your duty is to recommend a room suited to

cannot recommend to him a single room. In this case, you

(If you have different types of rooms vacant then give

Step 5: Try to highlight different features of each type of

Step 6: Make reservation properly. First be sure about guest

Guest: It is C-A-R-L-O Carlo and then Y-I Yi.

Agent: Is it C-A-R-L-O Carlo and then Y-I Yi?

(Use phonetic alphabet if possible)

Guest: Yes, you are right

Then politely request him for guaranteed booking.

Step 7: Explain your procedure for guaranteed reservation.

Agent: Mr. Yi, I just placed your reservation as guaranteed.

Step 8: Get contact details

Agent: May I have your contact number and address, please.

Step 9: Offer more services to your guest.

Guest: Yes, that’s great.

Agent: Alright, Mr. Yi, for transportation facility, both fax or

Agent: So now, Mr. Yi, I am going to repeat your reservation

Guest: Yes, you are right.

Agent: Thank you, Mr. Carlo Yi for choosing PhilCST Hotel.

1. Regular Reservation – refers to an agreement that a hotel

METHODS TO GUARANTEE A RESERVATION

- Retrieve the original reservation

- Retrieve original reservation

Four Steps to Selling

1. Know your product.

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