Types of Reservation

1. Tentative Reservation
2. Confirmed Reservation – i) Non- Guaranteed Reservation ii) Guaranteed Reservation
3. Waitlisted Reservation

Confirmed Reservation – Once a guest confirms a reservation request, the hotel blocks a room
for specified stay Dates and sends a written confirmation of the same to the guest either
through letter or e-Mail. Confirmed reservation is of two types :

(i)Non- guaranteed Reservation:

When a guest confirms her reservation at a hotel but does not guarantee it with an advance
Deposit, it is treated as a non-guaranteed reservation. In this type of reservation, the hotel
Agrees to hold the room for the guest till the cancellation hour unless The guest informs the
hotel about his late arrival. If a guest does not arrive by cancellation hour, The hotel is free to
release the room and sell it to any walk-in guest.

ii) Guaranteed Reservation:

A guaranteed reservation is a confirmation that the hotel will hold the reserved room for the
Guest and not release it to any other guest even if the guest doesn’t arrive on time. This
requires The guest to make an advance payment (part or full, depending on the hotel policy and
hotel Occupancy for requested stay dates). The hotel has to hold the room for such guests even
Beyond its cancellation hours, till next day’s check-out time in case of no-show of guest.

Modes of Reservation:
Written Mode (Letter, Fax, Telex, E-mail)
Verbal Mode (In person, Telephone)

Sources of Reservation

1. Direct Reservation or Property Direct – When a hotel receives a reservation request directly
from a guest without any mediator. An individual or group can contact the hotel directly.
2. Travel Agents and Tour Operator – Travel Agents are intermediary retail agents who sell
rooms, airline seats and other products And services to the travelers.
On the other hand, Tour Operators are wholesalers who Purchase the rooms, airline seats
and other travel products from the various principle Suppliers and form a package and
finally sell the packages to a travel agent. Many guests

3. Companies and Corporate Houses – They may have special contracted rates, assigned to
them on the basis of volume of business They provide. Since these companies also provide
bulk business to the hotels, the hotel may Decide to offer low rates.
4. Hotel Sales and Marketing
5. Intersell Agencies – These are multiple product handlers, i.e. they deal with multiple
products, such as hotel Reservations, car rentals, travel arrangements, airline reservations
and so on. Intersell agencies Such as Make My Trip, Yatra.com are rich source of
reservation to the hotels.

6. Central Reservation System (CRS) – Also known as Central Reservation Office (CRO), it is
generally used by chains. The concept Of CRO is simple. A chain of hotels which has a CRO
system has reservation office in Different cities, although they may have no unit operating in
that city. All the units of the Chain are inter-linked with CRO/CRS of the chain. The unit
allocates a particular percentage Of the total no. of rooms for the hotel. For providing this
service, the unit gives a particular Percentage of commission to CRO. Over a period of time a
close watch on the performance Of CRS is kept. If the CRS is not able to book the allocated
no. of rooms, then the unit can Withdraw rooms from CRO. If CRO is able to book more
rooms than allocated to them, more Rooms can be given to CRO for booking. If any such
changes in the allocated no. of rooms Are made, both the parties must very clearly
understand this, so as to avoid any double Booking. CRO can also be an independent
organization unattached to any chain and hotel Company. This type of CRO offers a greater
range of hotels over a wide area.
Examples of CRS –Marsha (Mariott Hotels), Taj Central Reservation System. Utell,
Welcomnet, Holiday Inn Worldwide, Leading hotels of the world

7. Global Distribution System (GDS) – It is a world-wide computerized reservation network,

and is used as a single point of access For reserving hotel rooms, airline seats, car rentals
and various other travel related services by Travel agents, large corporations and online
reservation sites. Being a link between the Producers and the end users of travel related
products and services; GDS provides a bundle of products to the prospective users across
geographical boundaries. Used around the globe are Amadeus, SABRE, Galileo and
Worldspan.

 Points to be considered while accepting a reservation request

1. Write names clearly. Surname in block letters. A slight difference in spellings may delay a
Receptionist in locating the reservation of a guest on arrival. Always get the last name and
the First name correctly with spellings.
2. Ask for exact date and time of arrival and departure.
3. Avoid taking reservation for an indefinite date.
4. For the time of arrival, apply the European system of 24 hours.
5. Clarify the type of meal plan to the guest.
6. If the arrival is given after midnight, make sure the reservation is recorded for the next day.
7. Always specify the type of rooms and the no. of rooms required.
8. Explain to the guest that the rooms may not be available at the early morning hours, since
the Check out hour is generally 1000hours or 12 noon in most of the hotels. The only way a
guest Can guarantee a room for very early occupancy is to have it reserved from the night
before.
 9. When referring to previous correspondence or booking in case of a change or cancellation,
inquire from the guest their original date of arrival as all records are filled under original
date Of arrival.
Reservation Process

The standard procedure of responding to a guest request is

a. Receiving reservation inquiries
b. Determining room availability
c. Accepting or denying request for reservation

Stages Of Reservation Process in Hotel Industry

1. Identification of the sources of business.
2. Communication with the Hotel
3. Formulation of the reservation request:
4. Reservation Acceptance
5. Confirmation notification
6. Modification and pre-arrival activity.

Modify a reservation type

(from non-guaranteed to guaranteed): In this very case, the reservation assistant shall-

a. Obtain the guest’s name, and access the correct non-guaranteed reservation.
b. Obtain the guest’s credit card type, number and expiration date, and cardholder’s name,
And verify the validity of the credit card.
c. Assign the guest a new reservation confirmation number.
d. Complete the reservation type change from non-guaranteed to guaranteed reservation
Status.

Cancellation of a non-guaranteed reservation:

In this case the reservationist shall-

a. Obtain guest’s name and address.
b. Obtain number of reserved room(s).
c. Obtain scheduled arrival and departure dates.
d. Obtain the reservation confirmation no., if applicable.
e. Access the right account, and cancel it.
f. Assign the cancellation number.
g. Suggest an alternative reservation.

Cancellation of a guaranteed reservation: All the procedure Of non guaranteed reservation

cancellation applies also for the cancellation of a guaranteed Reservation. Moreover, the
reservationist shall pay attention to the following-
a. In the case of a cancellation of a credit card guaranteed reservation, the cancellation
Number acts as a proof of whether a certain guarantee shall be refunded to the Potential
guest or not.
b. In the case of advance deposit guaranteed reservation, again the cancellation number Acts
as a proof of whether a certain guarantee shall be refunded to the potential guest Or not.
c. In case of any other guaranteed reservation, the reservationist shall coordinate with The
representative and mail him/her a letter documenting the cancellation.

Pre-arrival procedure for FIT’s

• 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. • 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. • 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.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. • Checking the availability of rooms in the hotel with the front desk agent and can
create a new reservation. When the reservation is created for FIT guest the source segment
of the reservation should be tagged as ‘Walk-In or FIT’. • 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.
Pre-arrival procedure for VIP’s
• A VIP status is often approved by the General Manager, Room director/Director of
operations, or Director of sales as VIP guest are pre-registered and it is also important as
credit limit depends on the VIP status. • Sales team should be informed about VIP
reservation well in advance, this lead to blocking of the appropriate room and also should
be notified same to the other department. • During reservation an appropriate VIP code is
to be attached to the VIP reservation on the PMS(Property Management System).Tagging of
VIP code to the reservation helps other department to easily identify the VIP status of the
guest and do the required preparations. • VIP status is normally printed on reports and in
this new age of Hotel management’s software also give pop-up to users whenever they try
to access the guest reservation. • After blocking the room for the VIP guest, Front office
department should send the requisition form to Housekeeping and room service in advance
so they can do the required arrangements. • Housekeeping department put a priority on VIP
arrivals and return those rooms to Front office as soon as possible. Executive
housekeeper/Asst. Executive housekeeper should verify the rooms before releasing the
same to Front desk for check-in.
Pre-arrival procedures for Groups
• Look all arrivals guest profiles, history and special remarks if any. • Make note of all
relevant guest requirements and special needs. • Ascertain arrival and departure time of
Group. • Check all group reservation for Room rate, Meal Packages attached and make sure
 the instructions are according to the group contract. • Print the rooming list sent by the
Travel agent / Company and cross check the number of persons occupying a room is correct.
• Cross check the billing instructions on PMS for all group rooms and Group payment master
.Take note on Room allocation, Special needs, wedding anniversaries, birthdays etc. • Look
for Extra bed and baby cot requirement and send notification via message or email to the
housekeeping department. • Always ensure that housekeeping / Room service / Engineering
is aware of any special needs for this group. • Call up the group coordinator and reconfirm
the arrival time of the group. • Communicate all VIP/Suite room allocations with Guest
services. • Give requisition form to Room service for group welcome drinks and cold towel.
On Check in groups / Arrival Date:
1. Aways designate a Group Coordinator from the Front Desk prior to arrival.
2. 2. Check that Arrival Registration cards have been prepared for the group
along with the rooming list for signature.
3. 3. Check all Relevant correspondence has been read and briefed during
the staff briefing.
4. 4. Check Group Billing instructions and cross check the billing instructions
entered on the Property management software.
5. 5. Once Priority group rooms have been allocated, cut rooms keys for
arrival.
6. 6. If Group is arriving at one time then all rooms must be allocated and all
keys cut.
7. 7. The number of keys per room must match with the occupancy of the
room.
8. 8. Insert Key Cards into key card Jacket and place on the tray along with
rooming list.
9. 9. Print traces report for Front office and read the instructions given.
10. 10. Choose an appropriate group check in area.
11. 11. Welcome Drinks and cold towels should be prepared so they may be
served on arrival.
12. 12. And accurate number of Drinks to be pre ordered so that the room
service supervisor is aware of this requirement.
13. 13. The Bell Desk / Concierge must be kept informed of the group arrival
time and the following needs should be coordinated: Luggage Tags are
ready. Luggage delivery plan is organized.
14. 14. Their Duty Roster has been prepared taking into consideration the
group’s size and Arrival Time.
15. 15. All changes with the group arrival time check in area and group size to
be given to the concierge.
16. 16. Collect wake up call for the group from the tour leader.

Walk-in Guest arrival:

Greet the guest as per the time of the day & ask if the guest has reservation.

Check the availability of rooms.

If Rooms are available Establish the mode of settlement of bills. Request for Advance deposit or credit
card imprints. Take out a fresh GRC and ask the guest to fill the details.

Check the GRC returned by the guest for completeness. Depending on the availability of rooms, allot the
room As per the preference of the guest. Issue the room keys.

American Plan ( AP) -

A billing arrangement under which room charges include the guestroom and three meals,
Also called as full board / full pension.
European Plan (EP) –
A billing arrangement under which meals are priced separately or room only plan
Modified American Plan (MAP) –
A billing arrangement under which the daily rate is including room and two meals, generally
Breakfast and dinner.
Continental Plan ( CP ) –
One of the most common/preferred billing arrangement which includes room and
continental
Rack rate----
The published tariff for each room type/category in a hotel.
Log Book – Located at reception containing instructions/information/ happenings/handover
of the day to know of.
Registration Card – A printed form for a registration record, In most countries, the guest’s
signature on a registration card is required by law.
Reservation Status – An indicator of a room’s long-term availability for assignment.
Room Rate – The price of hotel charges for overnight accommodations.
Skipper – A guest who leaves with no intention of paying for the room.
Scanty Baggage – A guest who checks in to the hotel with very less or no luggage.
Walk-in – A guest who arrives at a hotel without a reservation.
Confirmed Booking – When Reservation is guaranteed with a Credit card, Deposit, Company
/ TA voucher etc.
Tentative Booking – When the reservation is waiting for bookers confirmation.
Waitlisted Booking – Reservation kept on hold due to the hotel is overbooked.
Cut-off date – The date agreed upon between a group and a hotel after which all unreserved
rooms in the group’s block will be released back to the general availability.
Cancellation date – Indicates the date when the reservation was manually cancelled.
No-Show – A guest who made a room reservation but did not register or Check-in.
Long Stay – A Guest who stays more than a certain number of days, Eg: More than 7 days
etc.
Overbooking – accepting more reservations than there are available rooms.
PMS – Property Management System
POS – Point of Sale Systems ( Used in Restaurants / Outlets)
TA – Travel Agent who receives the commission for the bookings.
OTA – Online Travel Agents
IDS – Internet Distribution System. The Internet Distribution Systems (IDS) are a collection of
online travel portals or travel agencies, travel search engines/directories, online hotel
consolidators and airline websites that offer online travel reservation to consumers.

SCANTY BAGGAGE
A guest who checks in to the hotel with very less or no luggage. Scanty baggage means no
baggage or a piece of light baggage. Guest with scanty baggage is normal skippers from the
hotel. Skippers are those persons who check out of the hotel without settling their bills. The
scanty baggage guests also normally go out with their light baggage and the hotel never
knows that if this guest is going out with an intention to come back or not. To save guard the
hotels interest, normally guest with scanty baggage are requested to pay in advance. There
is a set procedure adopted by hotels to keep control of guests, with scanty baggage :
1. Lobby manager and the reception are notified immediately on guest’s arrival about the
scanty baggage.
2. Arrival errand card is stamped with scanty baggage.
3. Guest registration card’s all copies are stamped with ‘scanty baggage’.
4. The scanty baggage register is filled up by the bell desk.
5. Get the guest registration cards and the scanty baggage register signed by the lobby
manager.

WHAT IS FORM C
C Form is designed for collecting prerequisite information of foreigner guest whose
accommodation is made in hotel. Its one copy must be submitted at the FRRO (foreign
regional registration office). this helps you in identifying legal arrival of foreigner guest
about whom you keep information through this facility. Once you generate C form,
according to legal process this must be submitted at the FRRO (foreign regional registration
office) within 24 hours. But, be cautious if any guest belongs to Pakistan. In case of Pakistani
guest you are requested to submit this form within 12 hours only.

DEAD MOVE
Dead Move (Absent Move): Room change when guest is not in room. To be carried out in
the presence of a senior staff, preferably a service manager – front office or a security
officer.

The Rooming List

A roster of guests and their lodging needs presented to a hotel by a group prior to a
meeting. rooming list is usually used when there is an official business trip,
seminars, or trainings that require in-house lodging.
The information included on the rooming list are usually gathered through a
form the attendees complete prior to the convention. Commonly, a rooming
list includes information such as the first name, last name, arrival date, and
departure date.The rooming list is an important document that should be
given to the lodging establishment prior to the event because it ensures that
each participant has a room to stay in during the entire duration of the event.
In addition, it will also serve as a blueprint for the rooms that should be
located relevant to each other. 

ROOM CHANGE
Guest wanted to stay on a higher category room ( Upsell )
1. If no room of similar type is available, the Front Desk Supervisor may be authorized
to offer upgraded accommodations at no additional cost to the guest.
2. Duty Manager, Bellman, Desk Attendant, etc., should immediately be sent to the
originating room to deliver the new room key.
3. The individual delivering the key should offer to assist the guest with baggage, if the
Bellman is not present. Under no circumstances should the guest be asked to return
to the Desk for a new room key.
4. After the room change has been completed, Housekeeping must be notified so the
room may be cleaned or “tidied” as necessary. This may be communicated through
PMS by entering the room move.
5. Ensure that all room and rate changes are properly updated on the Property
management system.
6. In case of a Upsell the room rate to be changed to the higher category. In case of a
Upgrade the room rate should not be changed.
7. The room change information should also be recorded on a five part ‘Room
Change Form’ and distributed as follows:
First copy – Front desk room move file.
Second copy – Room service department.
Third copy -Cashier. The cashier is responsible for recording the new information
on the guest folio, stapling the NCR slip to the registration card, and placing
supporting guest bills from the old room rack to the new room rack.
Fourth copy -Bellman. The Bellman is to make the room change, and the same is
filed on the room move folder.
Fifth Copy – Housekeeping, All room changes must be reported to Housekeeping
so the first room can be tidied up and kept ready for other guest.

DIFFER B/W HOTELS & MOTELS

hotel: A Hotel or Inn may be defined as an establishment whose primary business is
providing lodging facilities for the general public, and which furnishes one or more of the
following services. Additionally according to the category of the hotel they provide different
level of personalised service like Food and beverage service, Room attendant ( House
keeping ) service, Concierge, Laundry or dry cleaning service, Use of furniture or fixtures,
Bell and Door attendant service, Conference and Banqueting, Business centre etc.
 motel: The term motel is a contraction of motor hotel. It is a lodging facility that caters
primarily to guests arriving by auto mobiles. Motels may be located in any setting, but are
usually found in suburban or roadside areas .Many motels are two-story or low-rise building
located near major highways. Pool areas with shrubbery, trees, and children’s playground
etc.