RESERVATION

DEPARTMENT
WHAT’S A RESERVATION?
 WHAT’S A RESERVATION?

• It is a booking in advance for a space and for a specified

period of time.
• From a guest’s point of view, the most important outcome
of the reservations process is having a guest room ready and
not waiting when the guest arrives. To achieve it, the hotel
must have efficient reservation procedures in place.
MAIN OBJECTIVE
To communicate with
customers and
process hotel
reservations for
them in an efficient
way.
 FUNCTIONS
• Conducting the reservation inquiry.
• Determining room and rate availability.
• Create the reservation record.
• Maintaining the reservation record.
• Producing reservation reports.
• Researching, planning and monitoring reservations.
RESERVATION PROCEDURES:
INDIVIDUAL ONES.
 RESERVATION PROCEDURES: TRAVEL
AGENCIES

►Hotels sign collaboration agreements with travel

agencies and companies through their commercial
department and with the approval of the director.
►The objective is to establish a series of favorable
conditions for the travel agency or company so that
they send clients to our hotel and they improve our
occupancy rate throughout the year.
It is essential that all the workers of the
reservation department know the conditions
included in the different contracts so that
they can apply the established conditions.
 What should be included in the
agreements between the hotel and the
travel agencies?
Prices
Deductions
Comissions
Room quota
Release
Gratuities
Payment conditions
 1. PRICE

It is the essential part of the

agreement. Usually, the prices
got some reductions so that
the agency can offer
competitive prices to the
clients.
 2. DEDUCTIONS

The deductions are made up of percentage

discounts on the price of the usual rate. They can
vary throughout the year.
 3. COMMISSIONS

The commissions represent

the fees received by travel
agencies or credit card
entities. The hotel usually
pays without problems
because it is agility and
guarantee of the payment.
 4. ROOM QUOTA

It is the number of rooms the hotel

reserves for the travel agency. It must
be always specified in the agreement.
 5. RELEASE

The release represents the

number of nights prior to the
entry in which, if the provider
has not reserved the room for
a particular client, the hotel
can dispose of this room to
sell it to other clients.
RELEASE

• It varies from 7 to 2 days • Some PMS (like Opera)

for individual got the option CUT OFF
reservations. and it directly removes
• In the case of group the rooms blocked at the
reservations it is 30/45 date.
days in advance. • Tentative: when you give a
quote to groups or travel
agencies and you establish
a due date.
6. GRATUITIES
 7. PAYMENT CONDITIONS

TIME
that has been TYPES
established of payment that
to pay are accepted
 RESERVATION SOURCES

TRAVEL
AGENCIES

RESERVATION
INDIVIDUALS
COMPANIES

SOURCES

HOTEL
COMPANIES RESERVATION
CENTERS
 LEGAL PRICES AND RATES

PRICE:
the price is the unit value expressed in money of a given service.
RATE:
the rate is a set of prices applicable to a season and/or to a type
of customer.
 TYPES OF RATES
RACK RATE

This rate is the one that is exposed to the public at

the hotel, and the highest one that the hotel can
charge to its customers. The amounts of this fee are
free, with the only condition that they must be
communicated in advance each season to the Tourist
Administration.
This rate usually includes prices for high, medium or
low season.
 TYPES OF RATES
OFFICIAL RATE

This rate sometimes coincides with the rack rate. It

represents the set of prices that we charge to those
private customers who visit our establishment for
the first time, either prior reservation or by
presenting themselves directly at the counter (walk-
in clients). It is also the rate that usually appears in
corporate brochures.
 TYPES OF RATES
AGENCY RATE FOR INDIVUAL BOOKINGS

These rates are offered to travel agencies for stays of

less than 20-25 people. The prices offered are better
because of the volume of business that the agency
provides to the hotel.
 TYPES OF RATES

CORPORATE RATE

This rate applies to workers who have a collaboration

agreement with the hotel: sales representatives,
managers, technical personnel, etc. This rate is usually
only applicable in low and medium season. In some cases
it is fixed:
Example: 62 € (in low season at 50 € you earn more but
in high season at 80 € you lose money)
 TYPES OF RATES

PREFERENTIAL RATE
This rate is similar to the previous one, it is applied to the
companies that generate high volume of business for the
hotel. It will be maintained as long as the company bills what
was agreed with the hotel.
 TYPES OF RATES

WEEKEND RATE

This rate was created with the aim of encouraging

stays in hotels on the coast and in the city in the
low season. It usually includes Friday and Saturday
nights with breakfast or half board for a global price.
 TYPES OF RATES

FIT RATE

The Foreign International Travel rate

is offered to international wholesalers to bring customers
for a number of nights and with certain services at a global
price.
 TYPES OF RATES

AGENCY RATE FOR GROUPS

This rate applies to travel agencies and their prices depend on the
commercial importance of each agency for the hotel. It is usually applied
from 20-25 people on.
 HOTEL SUPPLY
THE STADISTICS NATIONAL INSTITUTE
Operation:
Hotels: occupancy survey, price index and profitability indicators
Objective:
To study the behaviour of a series of variables that
describe the fundamental characteristics
(supply and demand) of the hotel sector.
Variables studied:
Guests, overnight stays, average stay and occupancy rate,
by place of residence,month,
type of accommodation, category, location.
Personnel employed by category, type of
contract and month. Price indices by category.
Average rate charged and revenue per room by category
Where can we find this information?
www.ine.es
Services.
Hotel industry and tourism.
Hotels: occupancy survey, price index and profitability
Indicators.
Results
Yearly: 2020.
Hotel occupacy survey. National, autonomous communities,
provinces and tourist areas and sites.
Results by category.
Summary definitive year 2020
 Answer the
following questions
about the hotel
supply individually:
1. How many hotels were open in Spain in 2020?
(classify them into categories)
2. How many people were employed in 2020?
3. What’s the annual rate?
4. How many tourists came to Granada in 2020?
5. How many nights did they stay in Granada on average?
6. How many hotels were open in Granada?
7. How many bedrooms and bed-places were there in
Granada?
8. Which was the occupancy rate in Granada?
Compare it with the national one.
9. Have a look at the table of 2019, compare these results
and make your own conclusions.