Reservation Management

CONFIDENTIAL
IFCA MSC BHD
<Front Desk>
DOCUMENT ID: <Reservation Management>-<XXX>
VERSION: XX-XX
CONTENTS
Revision History.................................................................................................iii
Glossary .............................................................................................................iv
1. Purpose and Scope ....................................................................................1
2. Responsibility .............................................................................................1
3. Description ..................................................................................................1
4. List of Procedures ......................................................................................1
5. Room Availability........................................................................................3
6. Room Type Availability ..............................................................................6
7. Guest Enquiry By Room.............................................................................8
8. Locating A Guest Reservation.................................................................10
Adding Charges ........................................................................................14
9. 14
10. Charges Routing .......................................................................................18
10.1. Routing to Group’s Master Folio............................................................18
11. Communication Management ..................................................................22
11.1 Entering and Performing a Follow Up .......................................................22
11.2. Enter a Guest Message .............................................................................26
12. Deposit Management................................................................................29
13. Transportation Management....................................................................34
14. Adding Attachment...................................................................................38
15. Adding a Sharer ........................................................................................42
16. Adding Rooms ..........................................................................................46
17. Rate Adjustments .....................................................................................50
17.1. Through the Edit Reservation (Registration Tab) .................................50
17.2. 55
By Double Clicking on Room Code...................................................................55
18. Changing Arrival and Department Dates ................................................59
19. Changing Room Type...............................................................................63
19.1. Through the Edit Reservation (Registration Tab) .................................63
19.2. By Double Clicking On Room Type .......................................................68
20. Cancelling a Reservation .........................................................................72
21. Reinstating a Reservation........................................................................76
i
22. Audits Logs ...............................................................................................80
23. Letter of Confirmation ..............................................................................82
24. Reservation Related Reports ...................................................................82
25. See Also.....................................................................................................82
ii
REVISION HISTORY
Version Date of Prepared By Role Remarks and List of Changes

No. Release
Note – Role abbreviations:
C Creator
A Append
M Modify
V Verify
R Review
AP Approve
iii
GLOSSARY
Item Acronym/Abbreviation Description

No.
iv
Formatted: Left: 1", Right: 0.8"
CONFIDENTIAL DOCUMENTID : <XXXX>-<XXX> <XX-XX>
1. PURPOSE AND SCOPE

The purpose of this document is to provide steps to users in the management of reservations in Deleted: Making Adjustment an
the reservation component of the application. A user of this component should achieve exiting reservation
competency in performing reservation creation operations after studying this document. Formatted: PARA
Deleted: ¶
2. RESPONSIBILITY
Deleted:
To be used by hotel reservations and/or front desk department. Deleted: front desk to make a
Reservation Management
3. DESCRIPTION
This document describes all processes and windows involved in the modification of a Deleted: Step to make adjustment of
reservation. the exiting reservation
4. LIST OF PROCEDURES
Formatted: Bullets and Numbering
• Locating a guest reservation.
• Room Availability
• Room Type Availability
• Guest Enquiry By Room
• Adding Charges
• Charges Routing
Deleted: <#>Routing On Individual
− Routing to Group’s Master Folio Folio ¶
<#>Routing to Other Guest’s Folio¶
• Communication Management
Formatted: Bulleted + Level: 1 +
− Entering and Performing a Follow Up Aligned at: 1" + Tab after: 1.25" +
Indent at: 1.25"
− Enter a Guest Message
• Deposit Management Aligned at: 1" + Tab after: 1.25" +
Indent at: 1.25"
• Transportation Management
• Adding Attachment
• Adding a Sharer
• Adding Rooms / Removing Rooms
• Rate Adjustments
− Through The Edit Reservation (Registration Tab) Aligned at: 1" + Tab after: 1.25" +
− By Double Clicking on Room Code Indent at: 1.25"
• Changing Arrival and Department Dates

• Changing Room Type
− Through The Edit Reservation (Registration Tab) Aligned at: 1" + Tab after: 1.25" +
− By Double Clicking on Room Type Indent at: 1.25"
• Cancelling a Reservation
• Reinstating a Reservation
• Audits Logs
• Letter of Confirmation Deleted: ¶
1
Deleted: ¶
• Reservation Related Reports
Formatted: Indent: Left: 0.25",
First line: 0"
2
Formatted: Heading 1, No bullets

5. ROOM AVAILABILITY or numbering
Steps
Formatted Table
1 Click on Front Desk Button and select the Room Availability to open the room availability Main
Formatted: Font: Bold
Menu
Formatted: Normal
2 Room Availability shows is based on legend colour to represents the room status
Formatted: Normal 1, No bullets or

numbering
First line: 0"
3
Steps
Formatted: Font: Not Bold
3 You can search the room availability based on the Start and End Date by click on the start and end
Formatted Table
date drop down menu will pop up the calendar and let you choose the date. Click on Refresh Button.

4 You can search the room availability based on Location from the Location drop down menu to
choose the location ex River view, Garden view, etc. Click on Refresh Button.

First line: 0"
4
Steps
5 You can search the room availability based on the Room Type by click on the Room Type drop
down menu to let you choose the room type request by guest. Click on Refresh Button.

6 Beside that, you also can search room availability based on start and end date, location and room
type requested by guest ex: arrival 15/7/08- departure 17/7/08, Block A and 3 Bed King. Click on
Refresh Button.

First line: 0"
5

6. ROOM TYPE AVAILABILITY
Steps
1 Click on Front Desk Button and select the Room Type Availability to open the room type
availability Main Menu
2 You can search the room type availability based on the Start and End Date by click on the start and
end date drop down menu will pop up the calendar and let you choose the date. Click on Refresh
Button
6
Steps
3 If you wish to get more information about the room type availability, just double click on the room no
according to date. The information will show at the bottom in more detail information.

First line: 0"
7
Formatted: Heading 1, No bullets

7. GUEST ENQUIRY BY ROOM or numbering
Steps
1 Click on Front Desk Button and select the Guest Enquiry By Room to open the Guest Enquiry By
Room Main Menu

2 You can search for the guest or group based on alphabetical and click on the checkbox to show
the guest message, follow up, locate and facility information

numbering
8
Steps
3 Select the Facility Folder to assign the Facility requested by guest by ticking the checkbox.
4 The Facility assigned can view in the guest registration profile screen under facilities

numbering

First line: 0"
9
Formatted: Heading 1, Indent: Left:

8. LOCATING A GUEST RESERVATION 0", First line: 0"
Formatted: Normal 1, Indent: Left:
Steps 0", First line: 0"
Formatted: Justified
1 Click on Front Desk Button to open Front Desk Main Menu. The Front Desk Window will open by
Formatted Table
default to the reservation tab.
Formatted: Normal
Formatted: Normal
2 Click Search Criteria Button On top Left of the front desk screen to make a search based search
option

0", First line: 0"
Formatted: Indent: Left: 0.3"
10
Steps
Formatted Table
3 Search by Guest Status by select from the highlighted drop down menu
Formatted: Normal
Formatted: Normal
4 Search by Guarantee by select from the highlighted drop down ‘Yes’ or ‘No’
11
Steps
Formatted Table
5 Search by Arrival or Depature Date by double click on the highlighted to choose the date from the
Formatted: Normal
pop up calendar.
Formatted: Normal
6 Search by Guest Name, enter the guest name follow by } Assunta } to specify the search on the
highlighted space.
12
Steps
Formatted Table
7 After key in all the search data, click on the Retrieve Record Button.on the top left to show the
Formatted: Normal
search information
Deleted: ¶
13
Deleted: ¶
9. ADDING CHARGES
Steps
Formatted Table
1 Click on Front Desk Button to open Front Desk Main Menu. The Front Desk Window will open by Formatted: Normal
default to the reservation tab.
Formatted: Normal
2 Select a guest by clicking on the reservation.to add an additional charge to the reservation. The
selected reservation should be highlighted.
Deleted: ¶
Click on Front Desk Button to open
Front Desk Main Menu. The Front
Desk Window will open by default to
the reservation tab.
Deleted: Click on Front Desk Button
to open Front Desk Main Menu
14
Steps
3 Next, click on the Edit reservation button at the bottom. Alternatively, clicking on the reservation
number on the highlighted reservation will also open the reservation details screen
Deleted:
Formatted Table
Formatted: Normal
Formatted: English (U.S.)
4 Select Charges folder
Formatted: Normal
15
Steps
Formatted Table
5 Click New button to add a new schedule charge to the guest
Formatted: Normal
Formatted: English (U.S.)
Formatted: Indent: Left: 0",
Hanging: 0.25"
Formatted: Normal
6 Select a charge to be added and determine the duration of the schedule charge by determining the
start date and the duration of the schedule charge. Then, key in other relevant information including
the transaction amount and the quantity to complete the entry. Click OK Button to Save.
16
Steps
Formatted Table
7 Adding Additional Schedule Charges is now complete
Formatted: Normal
Formatted: Font: Bold, English
(U.S.)
Deleted: ¶
Select a guest by clicking on the
reservation.
Formatted: Indent: Left: 0"
Deleted: to
Deleted: to
Deleted:
Deleted: add an additional
Deleted: charge to the reservation.
The selected reservation should be
highlighted.¶
Next,
Deleted: schedule charges to
Deleted: C
Deleted: click on the Edit r
Deleted: R
Deleted: eservat
Deleted: gistrat
Deleted: ion button at the bottom.
Alternatively, clicking on the
reservation number on the highlighted
reservation will also open the
reservation details screen.¶ ... [1]
17

10. CHARGES ROUTING
Deleted: 6.1. Routing On
10.1. Routing to Group’s Master Folio Individual Folio ¶
Steps¶
Steps Front Desk Main Menu¶
1 Click on Front Desk Button to open Front Desk Main Menu
Select a guest for transaction

routing setup ¶ ... [2]
2 Select a guest from a group reservation. All guests belonging to a group are denoted by a ‘G’ next to
Deleted: 3
the reservation name / group name Formatted: Heading 2, Indent: Left:
0", Numbered + Level: 2 + Start at:
0 + Alignment: Left + Aligned at: 0"
+ Tab after: 0.25" + Indent at: 0",
Tabs: 0.55", List tab + Not at 0.25"
Formatted Table
Formatted: Normal, Indent: Left:
0", Tabs: Not at 1.15"
Formatted: Normal
18

Steps to open Front Desk Main Menu¶
3 Click Edit Reservation button
Formatted Table
Formatted: Normal
Formatted: Normal
4 Select Routing folder
Deleted: Select a guest from a group

reservation. All guests belonging to a
group are denoted by a ‘G’ next to the
reservation name / group name ¶... [3]
Deleted: Click Edit Reservation
button¶ ... [4]
Deleted: Select Routing folder ...
¶ [5]
19
Steps
Formatted Table
5 Select Group Routing folder
Formatted: Normal
Formatted: Normal
6 Select Transactions that are to be routed to the Group’s master folio by clicking on the relevant
transactions
Deleted: Select Group Routing

folder ¶
20
Steps
Formatted Table
7 Select Routing Instruction folder to check Routing to Group's Master Folio is now complete
Formatted: Normal
Deleted: Select Transactions that

are to be routed to the Group’s
master folio by clicking on the
relevant transactions¶
Deleted: Select Routing Instruction

folder to check Routing to Group's
Master Folio is now complete¶ ... [6]
Deleted: ¶
¶
21

11. COMMUNICATION MANAGEMENT
Deleted: 7
11.1 Entering and Performing a Follow Up
Steps
Formatted: Normal 2
Formatted: English (U.K.)
Formatted: Normal
2 Select a guest to key in a follow up from reservation Folder
22
Steps
Formatted Table
3 Next, Click Edit Reservation button at the bottom to open reservation screen
Formatted: Normal
Formatted: Normal
4 Select Follow Up folder
23

5 Click New button to insert a new follow up for the guest
Select a guest to key in a follow up

from In House Folder ¶
6 Select a date for the follow up action to take place. Determine which department is to perform the
follow up by selecting the department from the drop down list box and then complete the entry by
keying in the subject, remarks and estimated completion date of the follow up. Click OK Button to
Save.
Formatted Table
Formatted: Normal
Formatted: Normal
Deleted: Click Edit Registration

button¶ ... [7]
Deleted: Select Follow Up folder¶
... [8]
24
Deleted: Click New button to insert a

Steps new follow up for the guest¶
7 Click Copy Followup button to insert a follow up for other guest using the same follow up subject.
Select the Guest Name and Click OK button.
8 Entering a follow up is now complete Formatted Table

Formatted: Normal
Formatted: Normal
25
11.2. Enter a Guest Message

Steps 0"
Deleted: ¶
Formatted Table
2 Select a guest to key in a message from reservation Folder
Deleted: ¶
26
Steps
Formatted Table
3 Click Edit Reservation button to open Reservation Entry screen
4 Select Message folder

Formatted: Normal
27
Steps
Formatted Table
5 Click New button to insert a new message for the guest. Determine message from, contact person
and also message detail. Tick on guest name who will receive the message, click OK Button to save.
Deleted: ¶
¶
¶
¶
¶
¶
¶
Select a date for the follow up action
to take place. Determine which
department is to perform the follow up
by selecting the department from the
drop down list box and then complete
the entry by keying in the subject,
remarks and estimated completion
6 Entering a message is now complete date of the follow up. Click OK Button
to Save.¶
Click Copy Followup button to insert

a follow up for other guest using the
same follow up subject. Select the
Guest Name and Click OK button.¶ ... [9]
28

12. DEPOSIT MANAGEMENT
Steps
Formatted Table
1 Click on Front Desk Button to open Front Desk Main Menu Formatted: Normal, Indent: Left:
Formatted: Normal
2 Select a guest from a group reservation. All guests belonging to a group are denoted by a ‘G’ next to
the reservation name / group name

to open Front Desk Main Menu¶
29

Steps 0", First line: 0"
Formatted Table
3 Next, Click Edit Reservation button to open the reservation screen
Formatted: Normal
Formatted: Normal
4 Select Deposit folder
Deleted: Select a Guest at the Front

Desk option¶
30

Steps
Formatted Table
5 Click New Group Deposit button to key in a deposit for the guest
Formatted: Normal
Formatted: Normal
6 Only Authorized users are allowed to key in deposit. Hence, a valid user name and password is button¶
required to continue with the entry
Select Deposit folder¶ ... [10]

Deleted: Click New button to key in
a deposit for the guest¶ ... [11]
31
Steps
Formatted Table
7 Click the OK button
Formatted: Normal
Formatted: Normal
8 Key in the deposit details including the deposit amount and the method the deposit is paid. Click Deleted: Only Authorized users are
OK to Save allowed to key in deposit. Hence, a
valid user name and password is
required to continue with the entry¶
Deleted: Click the OK button¶... [12]
32
Steps
Formatted Table
9 Entering a Group Deposit is now complete with the information show at Deposit folder
Formatted: Normal
Deleted: Key in the deposit details

including the deposit amount and
the method the deposit is paid. Click
OK to Save¶
Deleted: Entering a Guest Deposit

is now complete with the information
show at Deposit folder¶ ... [13]
33

13. TRANSPORTATION MANAGEMENT
Steps
Formatted Table
Formatted: Normal
2 Select a guest to key in the transportation schedule
Deleted: ¶
Front Desk Main Menu¶
34
Steps
Formatted Table
1 Next,Click Edit Reservation button to open reservation sceen
Formatted: Normal
Formatted: Normal
2 Select Transport folder
Deleted: Select a guest to key in the
transportation schedule¶

button¶ ... [14]
35
Steps
Formatted Table
3 Click New button to key in a new transport schedule for the guest
Formatted: Normal
Formatted: Normal
4 Determine whether the schedule that is being keyed in is for arrival or departure, the date the Deleted: Select Transport folder¶
transport is required for, the mode of transport and other necessary information. Click OK to Save

Deleted: Click New button to key in
a new transport schedule for the
guest¶ ... [15]
36
Steps
Formatted Table
5 Click Edit to make amendments to the transport schedule keyed in previously
Formatted: Normal
Formatted: Normal
Deleted: ¶
Determine whether the schedule that
is being keyed in is for arrival or
departure, the date the transport is
required for, the mode of transport
and other necessary information.
6 Updating Guest Transportation Schedule is now complete Click OK to Save¶
Click Edit to make amendments to

the transport schedule keyed in
previously¶
Updating Guest Transportation
Schedule is now complete¶
37

14. ADDING ATTACHMENT
Steps
Formatted Table
Formatted: Normal
2 Select a reservation to add an attachment to

38
Deleted: Select a reservation to add

Steps an attachment to¶
3 Documents can be of any format… from a Word document, a spreadsheet, a drawing or a digitized
image of a document and all these when stored can be easily retrieved if required.
Formatted Table
Formatted: Normal
Formatted: Normal
Formatted: Normal
5 Select Attachment folder
39
Deleted: Documents can be of any

Steps format… from a Word document, a
spreadsheet, a drawing or a digitized
6 To add an attachment, click on New image of a document and all these
when stored can be easily retrieved if
required. ¶
Click Edit Reservation button¶
7 Locate the file to be attached and Click OK Button.
Formatted Table
Formatted: Normal
Formatted: Normal
Deleted: Select Attachment folder¶

... [16]
Deleted: To add an attachment, click

on New¶ ... [17]
40
Deleted: Locate the file to be

Steps attached and Click OK Button.¶
8 Click on the Edit button if you wish to edit the document
Formatted Table
9 Adding an attachment in a Reservation is now complete.
Formatted: Normal
Formatted: Normal
Deleted: Click on the Edit button if

you wish to edit the document¶... [18]
Deleted: ¶
Adding an attachment in a
Reservation is now complete.¶ ... [19]
41

15. ADDING A SHARER
Steps
Formatted Table
Formatted: Normal
2 Select a guest in Reservation Tab or Due-In Tab to add sharers to a room
42

3 Click on Edit Reservation button
Formatted Table
Formatted: Normal
Formatted: Normal
4 Select a room where the sharer is to be added to by highlighting the room in the Registration Tab
Deleted: Select a guest in

Reservation Tab or Due-In Tab to
add sharers to a room¶ ... [20]
Deleted: Click on Edit Reservation
button¶ ... [21]
Steps
43
Formatted Table
5 Click on Add Sharer button to add a sharer to the room selected
Formatted: Normal
Formatted: Normal
Deleted: Select a room where the
6 Key in the details of the sharer sharer is to be added to by
highlighting the room in the
Registration Tab¶
Deleted: Click on Add Sharer button

to add a sharer to the room selected¶
... [22]
Steps
Deleted: Key in the details of the
sharer¶ ... [23]
44
Formatted Table
7 Click Save to update the changes of adding a sharer to a room
Formatted: Normal
Formatted: Normal
8 The Adding of a Sharer to a Room is now complete
Deleted: Click Save to update the
changes of adding a sharer to a room¶
The Adding of a Sharer to a Room is

now complete.¶ ... [24]
Formatted: Indent: Left: 0",
Hanging: 0.25"
45

16. ADDING ROOMS
Steps
Formatted Table
Formatted: Normal
2 Select a guest in Reservation Tab or Due-In Tab to add rooms to a reservation
46

3 Click on Edit Reservation button
Formatted Table
Formatted: Normal
Click on Insert Room button to insert a room to the reservation and click OK Button. Formatted: Normal
4

add rooms to a reservation¶ ... [25]
Deleted: Click on Edit Reservation
button
47
Steps
5 Key in the Guest name for the additional room
Deleted:
Formatted Table
6 Click on Save to complete the insertion of room Formatted: Normal

Formatted: Normal
Deleted: Click on Insert Room

button to insert a room to the
reservation and click OK Button.¶
... [26]
Deleted: Key in the Guest name for
the additional room¶ ... [27]
Deleted: Click on Save to complete
the insertion of room¶ ... [28]
48
Steps
Formatted Table
7 Now, the Adding of Rooms to a Reservation is complete.
Formatted: Normal
Deleted: Now, the Adding of

Rooms to a Reservation is
complete.¶
Deleted: ¶
¶
49

17. RATE ADJUSTMENTS
17.1. Through the Edit Reservation (Registration Tab)

Steps
Formatted Table
2 Select a guest in Reservation Tab, In-house Tab or Due-In Tab for room rate adjustment

Deleted: ¶
50

Steps . Reservation Tab, In-house Tab or
Due-In Tab for room rate adjustment
3 Select a guest by highlighting the guest at Front Desk
Formatted Table
Formatted: Normal
Formatted: Normal
4 Click on Edit Reservation Button
Deleted:
51
Steps
Formatted Table
5 A list of guests for this reservation will be displayed in the Registration Tab. Select the room which
Formatted: Normal
requires the room rate to be changed by double clicking on the Rate Code column.
Formatted: Normal
Deleted: Select a guest by
highlighting the guest at Front Desk¶
6 Select the new Rate Code and Click on OK
Click on Edit Reservation Button¶

... [29]
Deleted: A list of guests for this
reservation will be displayed in the
Registration Tab. Select the room
which requires the room rate to be
changed by double clicking on the
Rate Code column.¶ ... [30]
52
Steps
Formatted Table
7 The system will prompt the user to select a reason for the change in room rate. Select a suitable
Formatted: Normal
reason
Formatted: Normal
8 An authorised username and password will be required to proceed with the changing of Room Rates Deleted: Select the new Rate Code
and Click on OK¶
if the current user is not given the access rights to perform this task. Click OK to proceed with the
change of room rate
Deleted: The system will prompt the

user to select a reason for the change
in room rate. Select a suitable reason¶
... [31]
53
Steps
Formatted Table
9 Now the Changing of Room Rate is complete.
Formatted: Normal
Deleted: Click OK to proceed with

the change of room rate.¶
Deleted: An authorised username

and password will be required to
proceed with the changing of Room
Rates if the current user is not given
the access rights to perform this task.¶
Now the Changing of Room Rate is
complete. ¶ ... [32]
54
Deleted: ¶
17.2. By Double Clicking on Room Code ¶
¶
Steps ¶
¶
1 Click on Front Desk Button to open Front Desk Main Menu ¶
¶
¶
¶
¶
¶
¶
¶
¶
12.2.
Deleted:
Formatted Table
2 Select a guest in Reservation Tab, In-house Tab or Due-In Tab for room rate adjustment
55
Steps
Formatted Table
3 Double click on Room Rate column
Formatted: Normal
Formatted: Normal
4 All available rates will be displayed to open Front Desk Main Menu¶

Reservation Tab, In-house Tab or
Due-In Tab for room rate adjustment.¶
... [33]
Deleted: Double click on Room
Rate column¶ ... [34]
56
Steps
Formatted Table
5 Select the new Rate Code and Click OK button
Formatted: Normal
Formatted: Normal
6 System will prompt the user to select a reason for the change in Room Rate. Select a suitable reason
to proceed with the change in Room Rate
Deleted: All available rates will be

displayed¶
57
Steps
Formatted Table
7 An authorised username and password will be required to proceed with the changing of Room Rates if
Formatted: Normal
the current user is not given the access rights to perform this task. Click OK to proceed with the change
of room rate.
Formatted: Normal
Deleted: Select the new Rate Code
and Click OK ¶
8 Now the Changing of Room Rate is complete.
Deleted: System will prompt the user

to select a reason for the change in
Room Rate. Select a suitable reason
to proceed with the change in Room
Rate
. Formatted: Indent: Left: 0.88"
Deleted: ¶ ... [35]
58

18. CHANGING ARRIVAL AND DEPARTMENT DATES
Steps
Formatted Table
Formatted: Normal
2 Select a guest in Reservation Tab or Due-In Tab to change the arrival and departure dates.

59
Steps
Formatted Table
Formatted: Normal
Formatted: Normal
Changing the Arrival date by editing the Reservation Entry change the arrival and departure
4
dates.¶

button¶ ... [36]
Deleted: Changing the Arrival date
by editing the Reservation Entry¶
... [37]
60
Steps
Formatted Table
5 Changing the Departure date by editing the Reservation Entry
Formatted: Normal
Formatted: Normal
Formatted: Normal
Deleted: ¶
6 Changing the Arrival and Departure date in Reservation Entry would affect all rooms within the Changing the Departure date by
editing the Reservation Entry¶
reservation. You can also change the arrival and departure date for a specific room within a
reservation.
7 Click Edit Registration button
Deleted: Changing the Arrival and

Departure date in Reservation
Entry would affect all rooms within
the reservation.¶
You can also change the arrival and
departure date for a specific room
within a reservation.¶
Click Edit Registration button¶... [38]
61
Steps
Formatted Table
8 Changing the Arrival date by editing the Registration Profile Formatted: Normal
Formatted: Normal
Deleted: Changing the Arrival date
by editing the Registration Profile¶
9 Changing the Departure date by editing the Registration Profile
Changing the Departure date by

editing the Registration Profile¶
10 Changing the Arrival or Departure date of a registration profile would only affect the specific room.
62
Deleted: Changing the Arrival or

19. CHANGING ROOM TYPE Departure date of a registration
profile would only affect the specific
room.¶
19.1. Through the Edit Reservation (Registration Tab)
Steps
Formatted Table

2 Select a guest in Reservation Tab, In-house Tab or Due-In Tab to change the room type
63

Formatted Table
4 List of guests for the reservation selected will be displayed 0", Tabs: Not at 1.15"
Formatted: Normal

Due-In Tab to change the room...type¶
[39]
button¶ ... [40]
Deleted: List of guests for the
reservation selected will be displayed¶
... [41]
64
Steps
Formatted Table
5 Double click on Room Type

6 Select a new Room Type
Deleted: Double click on Room
Type¶
65
Deleted: Select a new room type¶

Steps
7 Click OK to update the change in room type
8 The system will prompt the user to select a reason for the change in room type And Select a suitable
Formatted Table
reason
66
Steps
Formatted Table
9 Click OK to save the reason selected

Formatted: Normal
Deleted: Click OK to update the
change in room type¶
10 Changing the Room Type of a Reservation through Edit Reservation is now complete

in room type And Select a suitable
reason¶ ... [42]
Deleted: Click OK to save the
reason selected¶ ... [43]
67
19.2. By Double Clicking On Room Type

Steps
Formatted Table

2 Select a guest in Reservation Tab, In-house Tab or Due-In Tab to change the room type
Deleted: ¶
Front Desk Main Menu¶
68
Steps
Formatted Table
3 Double Click on the Room Type

4 Select the new Room Type

Due-In Tab to change the room type¶
Double Click on the Room Type¶

... [44]
69
Steps
Formatted Table
5 Click OK to update the changes made

6 The system will prompt the user to select a reason for the change in room type And Select a suitable
reason
Deleted: ¶
Click OK to update the changes
made¶
70
Steps
Formatted Table
7 Click OK to update the reason selected

in room type And Select a suitable
reason¶
8 Changing the Room Type of a Reservation is now complete.
Deleted: Click OK to update the

reason selected¶ ... [45]
. Deleted: Changing the Room Type
of a Reservation is now complete.¶
... [46]
Formatted: Indent: Left: 0", First
line: 0"
71

20. CANCELLING A RESERVATION
Steps
Formatted Table
Formatted: Normal
2 Search for the reservation by name
72
Steps
Formatted Table
3 Click on Search button Formatted: Normal
Formatted: Normal
Deleted: Search for the reservation
by name¶
4 Select the reservation by clicking on it
Deleted: Click on Search button¶
73
Deleted: Select the reservation by

Steps clicking on it¶
5 Click on Cancel Reservation button to cancel the reservation selected
Formatted Table
6 Select a suitable reason
Formatted: Normal
Formatted: Normal
Deleted: Click on Cancel

Reservation button to cancel the
reservation selected¶ ... [47]
74
Steps
Formatted Table
7 Click on OK to update the changes made
Formatted: Normal

Formatted: Normal
Deleted: Select a suitable reason¶
8 Cancelling Reservation is now complete.
Deleted: Click on OK to update the

changes made¶ ... [48]
Deleted: ¶
Deleted: ¶
¶
¶
¶
¶
¶
¶
¶ ... [49]
¶
75

21. REINSTATING A RESERVATION
Steps
Formatted Table
Formatted: Normal
2 Search for the reservation by name from the All Tab
76

3 Click on Search button
Formatted Table
Formatted: Normal
Formatted: Normal
4 Select the cancelled reservation by highlighting on it
Deleted: Search for the reservation

by name from the All Tab¶ ... [50]
Deleted: Click on Search button¶
... [51]
77
Deleted: Select the cancelled

Steps reservation by clicking on it¶
5 Click on Edit Registration button
Formatted Table
6 Click on Reinstate Cancellation button to reinstate the cancelled reservation
Formatted: Normal
Formatted: Normal
Deleted: Click on Edit Registration

button¶ ... [52]
Deleted: Click on Reinstate
Cancellation button to reinstate the
cancelled reservation¶ ... [53]
78
Steps
Formatted Table
7 Select a suitable reason and Click on OK to update the changes made
Formatted: Normal
Deleted: Select a suitable reason

8 The reservation is now reinstated and Reinstating a Cancelled Reservation is now complete and Click on OK to update the
changes made¶
Deleted: The reservation is now

reinstated.¶
Reinstating a Cancelled
Reservation is now complete.¶... [54]
79

22. AUDITS LOGS
Steps
Formatted Table
Formatted: Normal
2 Select a Guest

80
Steps
Formatted Table
3 Click Edit Reservation button Formatted: Normal
Formatted: Normal
Deleted: Select a Guest¶
4 Select Audit Logs folder, Any changes to the reservation information is tracked and logged here. The
Audit Logs folder shows which field was changed, what is the revised and previous information, who
did the changes and when the changes were make
Click Edit Reservation button¶
Deleted: Select Audit Logs folder¶

... [55]
81
Deleted: Any changes to the

23. LETTER OF CONFIRMATION reservation information is tracked and
logged here. The Audit Logs folder
shows which field was changed, what
Steps is the revised and previous
information, who did the changes and
when the changes were make¶
24. RESERVATION RELATED REPORTS
Steps Formatted: Bullets and Numbering
25. SEE ALSO
Links to other related topics to the procedure described in this document
END OF DOCUMENT
82
Page 17: [1] Deleted Teng Seow Ling 19/08/2008 1:47:00 PM
ion button at the bottom. Alternatively, clicking on the reservation number on the highlighted
reservation will also open the reservation details screen.
Select Charges folder

Click New button to add a new schedule charge to the guest
Select a charge to be added and determine the duration of the schedule charge by determining
the start date and the duration of the schedule charge. Then, key in other relevant information
including the transaction amount and the quantity to complete the entry. Click OK Button to
Save.
Adding Additional Schedule Charges is now complete

Page 18: [2] Deleted Teng Seow Ling 18/08/2008 11:25:00 AM
6.1. Routing On Individual Folio
Steps
Click on Front Desk Button to open Front Desk Main Menu
Select a guest for transaction routing setup

Click Edit Registration button
Click on Routing folder
Select Personal Routing folder

Determine the Transactions that are to be routed to each of the folios in the
Routing Tab by clicking on the relevant transactions
Select Routing Instruction folder to check Routing on Individual Folio is now
complete.
6.2. Routing to Other Guest’s Folio
Steps
Click on Front Desk Button to open Front Desk Main Menu
Select a guest for transaction routing set up

Click on Routing folder
Select Guest Routing folder
Select a guest from Route from Guest folder
Determine where the transactions are to be routed from and to by selecting a
guest from the Route from Guest folder and another guest in the To Guest
folder
Select a guest from To Guest folder by insert other guest button
Select the Transactions that are to be routed by clicking on the relevant
transactions
Select Routing Instruction folder to check the Routing to another Guest Folio
is now complete
Select a guest from a group reservation. All guests belonging to a group are denoted by a ‘G’
next to the reservation name / group name
Click Edit Reservation button

Select Routing folder

Select Routing Instruction folder to check Routing to Group's Master Folio is now complete

Select Follow Up folder

Select a date for the follow up action to take place. Determine which department is to perform the
follow up by selecting the department from the drop down list box and then complete the entry by
keying in the subject, remarks and estimated completion date of the follow up. Click OK
Button to Save.
Click Copy Followup button to insert a follow up for other guest using the same follow up
subject. Select the Guest Name and Click OK button.
Entering a follow up is now complete

7.2. Enter a Guest Message
Steps
When someone calls in looking for a guest who is not in the room, the telephone operator may
take a message. This is done through the Call Center option.
Search for the guest either by Name or by Room Number

Click the Search button
Select the guest whom the message is taken for and key the message taken in the
New Message folder.
Click Save Message Button to save message

Message Saved show in Selected Guest Message List Folder
Click Print Message button to print the Selected Message
Message Print Layout will show after Click on Print Message
Entering a Guest Message is now complete
Select Deposit folder

Click New button to key in a deposit for the guest

Click the OK button

Entering a Guest Deposit is now complete with the information show at Deposit folder
Click New button to key in a new transport schedule for the guest
Select Attachment folder

To add an attachment, click on New
Click on the Edit button if you wish to edit the document

Adding an attachment in a Reservation is now complete.

Select a guest in Reservation Tab or Due-In Tab to add sharers to a room

Click on Edit Reservation button

Click on Add Sharer button to add a sharer to the room selected

Key in the details of the sharer

Click Save to update the changes of adding a sharer to a room

The Adding of a Sharer to a Room is now complete.
Select a guest in Reservation Tab or Due-In Tab to add rooms to a reservation

Click on Insert Room button to insert a room to the reservation and click OK Button.
Key in the Guest name for the additional room

Click on Save to complete the insertion of room

Select a guest by highlighting the guest at Front Desk

Click on Edit Reservation Button
A list of guests for this reservation will be displayed in the Registration Tab. Select the room
which requires the room rate to be changed by double clicking on the Rate Code column.
The system will prompt the user to select a reason for the change in room rate. Select a suitable
reason
An authorised username and password will be required to proceed with the changing of Room
Rates if the current user is not given the access rights to perform this task.
Now the Changing of Room Rate is complete.

Select a guest in Reservation Tab, In-house Tab or Due-In Tab for room rate adjustment.
Double click on Room Rate column

Click OK to proceed with the change of room rate.
An authorised username and password will be required to proceed with the changing of Room
Rates if the current user is not given the access rights to perform this task.
Now the Changing of Room Rate is complete.

Changing the Arrival date by editing the Reservation Entry

Changing the Arrival and Departure date in Reservation Entry would affect all rooms within the
reservation.
You can also change the arrival and departure date for a specific room within a reservation.

Select a guest in Reservation Tab, In-house Tab or Due-In Tab to change

the room type
List of guests for the reservation selected will be displayed

The system will prompt the user to select a reason for the change in room type
And Select a suitable reason
Click OK to save the reason selected

Changing the Room Type of a Reservation through Edit Reservation is
now complete
Select a guest in Reservation Tab, In-house Tab or Due-In Tab to change

the room type
Double Click on the Room Type
Select the new Room Type
Click OK to update the reason selected

Changing the Room Type of a Reservation is now complete.

Click on Cancel Reservation button to cancel the reservation selected

Click on OK to update the changes made

Search for the reservation by name from the All Tab
Click on Search button

Click on Edit Registration button

Click on Reinstate Cancellation button to reinstate the cancelled reservation

The reservation is now reinstated.
Reinstating a Cancelled Reservation is now complete.

Select Audit Logs folder

Reservation Management

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Reservation Management

Uploaded by

Copyright:

Available Formats

CONFIDENTIAL

IFCA MSC BHD

DOCUMENT ID: <Reservation Management>-<XXX>

Version Date of Prepared By Role Remarks and List of Changes

Note – Role abbreviations:

Item Acronym/Abbreviation Description

1. PURPOSE AND SCOPE

• Changing Arrival and Department Dates

Formatted: Heading 1, No bullets

Formatted: Normal 1, No bullets or

Formatted: Font: Bold

Formatted: Indent: Left: 0.25",

Formatted: Font: Bold

Formatted: Indent: Left: 0.25",

Formatted: Bullets and Numbering

Formatted: Indent: Left: 0.25",

Formatted: Heading 1, No bullets

Formatted: Font: Bold

Formatted: Normal 1, No bullets or

Formatted: Normal 1, No bullets or

Formatted: Indent: Left: 0.25",

Formatted: Heading 1, Indent: Left:

Formatted: Normal 1, Indent: Left:

Formatted: Indent: Left: 0.3"

Formatted: Indent: Left: 0.3"

Formatted: Indent: Left: 0.3"

Formatted: Bullets and Numbering

1 Click on Front Desk Button to open Front Desk Main Menu

Select a guest for transaction

Deleted: Click on Front Desk Button

3 Click Edit Reservation button

Deleted: Select a guest from a group

Deleted: Select Group Routing

Deleted: Select Transactions that

Deleted: Select Routing Instruction

Formatted: Bullets and Numbering

Deleted: Click on Front Desk Button

5 Click New button to insert a new follow up for the guest

Select a guest to key in a follow up

Deleted: Click Edit Registration

Deleted: Click New button to insert a

8 Entering a follow up is now complete Formatted Table

11.2. Enter a Guest Message

2 Select a guest to key in a message from reservation Folder

4 Select Message folder

Click Copy Followup button to insert

Formatted: Bullets and Numbering

Deleted: Click on Front Desk Button

Formatted: Normal 1, Indent: Left:

Deleted: Select a Guest at the Front

Formatted: Indent: Left: 0"

required to continue with the entry

Select Deposit folder¶ ... [10]

Deleted: Click the OK button¶... [12]

Deleted: Key in the deposit details

Deleted: Entering a Guest Deposit

Formatted: Bullets and Numbering

Deleted: Click Edit Registration

Formatted: Indent: Left: 0"

Click Edit to make amendments to

Formatted: Bullets and Numbering

Deleted: Click on Front Desk Button

Deleted: Select a reservation to add

Deleted: Documents can be of any