Room Reservation

Introduction

DIAN WIDHYANINGSIH
The Langham, Jakarta (January 2021 – Current)
Reservation Manager

Raffles Jakarta (October 2014 - January 2021)

Reservation Manager

JS Luwansa Hotel & Convention (March 2014 – October 2014)

Reservation and Revenue Manager

Four Seasons Jakarta (April 2007 – April 2014)

Reservation Supervisor
Guest Historian
Reservation Sales Agent

Four Seasons Jakarta (August 2004 – June 2006)

Front Desk Agent
Reservation Organization Chart

Director of Revenue and Reservations

Reservation Manager

Assistant Reservation Manager

Reservations Supervisor

Reservation Reservation Reservation

Sales Agent Sales Agent Sales Agent
 Booking Source
— Booking Engine (Website) — Online Travel Agent
— Direct Booking (Phone, Fax, v Agoda
Email, Whatsapp, Instagram) v Booking.com
— Group Booking (Min 10 rooms) v Trip.com
— Global Distribution System v Expedia
(GDS) v Traveloka
v Amadeus
v Tiket.com
v Sabre

v Galileo — Travel Agent

v Apollo v Wholesale
v Travelport v Sub travel Agent
v Dhisco
 Room Segmentation

Room segmentation is to be the same for all hotel under the chain hotel and is to
be used for budget presentation and all Sales & Marketing reporting (including
daily pick up, forecast, and month end)

— Rate Code is a code representing an amount of money which should be

charged to guest’s account
— Market Code is a code representing a group of rate codes
— Main Market Group Is a code representing a group of market codes
— Groups -Definition of a group is a block of 10 paid rooms or more, on peak
night, where all guests are travelling together for the same purposes.
 Market Segment

Retail FIT Travel Agent

Consortia Dynamic
Retail Static
OTA Adhoc
(Non-Restricted, Restricted,
Package) Qualified Discount
Membership Program
Corporate FIT Industry Discounts
Partnership / Local Corporate Other Discount
Volume Corporate
Government
SME Corporate
 Market Segment
Groups Long stay
Corporate Continuous stays of 14 nights or
Government more, on specific long stay
agreement issued by the sales
Incentive
office
Exhibition

Airlines Crew
Leisure Group
Complimentary
Tour One Time
House Use
Tour Series
Other Revenue
SMERF (Weddings, Military,
Educational Groups, Religious
and Fraternal)
 Reservation Process

Establish Proper Opening Dialogue

— The agent needs to answer the phone within 3 rings and should not put the caller on
hold for more than 30 seconds. Inform the caller of the expected duration of the
wait, offer call back and thank him/her for waiting. The background should be free
of noise or any disturbances as much as possible.
— The opening greeting should contain the following elements in this order:
v Greeting of the day (Good Morning, Good Afternoon, Good evening etc.)

v Corresponding department
v Name of the agent

v e.g. “Good afternoon, Reservations, this is first/last name, how may I assist
you?”

— During the call, the agent should first obtain the caller’s name and then identify the
needs of the caller. Depending on whether the call is for personal or corporate,
company name may also need to be obtained. It is essential to use the customer’s
name at least 3 times during the call
 Reservation Process

Probe and confirm guest’s requirements

— After a warm greeting, below information should be obtained by the agent during
the call:
v Arrival/departure dates, length of stay, number of guests, number of rooms, bed
type preferences.
v Immediate reconfirmation of guest’s name including spelling.
v Confirm if there will be children or even pets travelling along (if yes, please
obtain their age and special room requirements if any)
v Purpose of visit (weekend getaway, special occasion etc.)

v Confirm whether the guest has membership, Frequent Flyer (FFP), corporate or
group rate
v Confirm whether the guest has stayed at any of our properties before, and locate
the existing profile in Opera when applicable.
v Repeats the details above to the guest before proceeding to look up for option
 Reservation Process

— For first time guest, it is of utmost importance that they are being introduced
the hotel. It does not only help the guest to get familiar with the hotel, but also
enhance their first impression. Below are the basic information and agent can
further elaborate based on the guest’s preferences:
v Location
v Service (Wi-Fi, Laundry, car parking etc.)

v Facilities (Recreational facilities, Business Centre, Restaurants, Bars etc.)

v Unique Selling Point
v Health & safety measures in place and elaboration (only applicable during
pandemic)
v Cancellation policy
v Social distancing

v Staff training
 Reservation Process

v Documented process and/or protocol

v Enhancement measures on guest arrival, guestrooms, food & beverage, gym
and spa, meeting and catering, public area and etc. Examples below:
÷ Provide Personal Protective Equipment kits provided for guests
÷ Decorative items removed (e.g. cushions and magazines)
÷ Pillow protectors changed after each guest’s stay
v If applicable, service restrictions such as renovations or any temporary
shutdown of any facilities need to be informed
 Reservation Process

Sell and promote hotel’s available offerings

— Based on the guest’s preferences and needs, agent should suggest an appropriate
and personalized accommodation option to the guest with the details of the offer,
such as room type, pricing, rate inclusions and any rate restrictions (e.g.
prepayment, min. stay etc.).
— Colleagues offer a minimum of two room rates and types when available and/or
appropriate.
— Depending on the purpose of the visit, the agent can attempt to offer special room
types (e.g. family rooms, interconnecting rooms, club rooms, suites) and provide
different package options with different inclusions
— The goal during the call is for the agent to secure the most revenue possible for the
hotel, while ensuring the accommodation and services recommended are
personalized to the guest preferences and needs
— Offer alternative dates if there was no availability on the requested dates
 Reservation Process

Attempt to upsell and close the deal

— Reservation agent can attempt other upselling opportunities such as upgraded
amenity (Champagne, Wine, Roses, etc.) or higher room categories to add value
to the customer’s stay
— Describe and offer ancillary services such as restaurant bookings, spa bookings,
limousine transfer arrangements etc.
— The agent has to ensure that the booking is secured, therefore an attempt to
close has to be phrased during the conversation:
v “May I book the room for you?”
v “What kind of room would you like to reserve?”
v “Would you like to go ahead and do the booking?”
 Reservation Process

Complete the booking

— Should the guest accept the offer, below information would need to be obtained
in order to complete the booking:
v Exact spelling of the guest’s name
v Contact Details: Phone Number and Email

v Credit Card details (credit card type, # and exp. date): As a form of
guarantee. If a deposit is required, full amount must be clearly identified. If
this cannot be provided, the guest should be advised on the status and time
frame for auto release of booking. Take this opportunity to also reconfirm
cancellation policy of the booking
v Explanation of smoking policy

v Estimated Arrival time and flight Details (If applicable) and offer hotel
limousine pick/up transfer service, if applicable
 Reservation Process

Recap key reservation detail

— The following points must be reconfirmed with the guest:
v Check-in and check-out date

v Room category and / or room type booked (bed type, ADA etc.)
v Number of guests and rooms
v Room rate and what it includes (Room taxes, service, meals, etc.)

v Exact spelling of the guest’s name

v Contact Details: Phone Number and Email
v Special requests (if applicable - e.g. newspaper every day, extra pillow, etc.)

v Guarantee method and last 4 digits of the credit card provided and credit
card type
 Reservation Process

— Offer of calling back in the event of a query

— A confirmation email is received within 8 hours after reservation is made

Lastly, provide booking confirmation number and clarify how the confirmation
letter should be sent (email / fax) based on the guest’s preference.

Close the call professionally

— Offer of further assistance
— Offer a closing comment such as a pre-welcome statement, and address the
guest by name again to thank the guest and say goodbye
— Let the guest disconnect first before ending the call.
 Reservation Process

“Thank you for your reservation at (hotel name), my name is (agent name).
Please do not hesitate to contact us should you need further assistance. We are
looking forward to welcoming (hotel name). Good bye.”

The following additional components are included in the reservations process:

v Reservation representatives are knowledgeable about the hotel room types,
rates and availability
v Reservation representatives are knowledgeable about the F&B, Spa and other
leisure facilities at the hotel including hours of operation
v Reservation representatives anticipates caller needs
v Reservation representatives offer to up-sell accommodations
 Reservation Process

v Reservation representatives always strive to close the sale - Recap of

reservation (hotel, dates and e-mail address, if provided)
v Recap of reservation (hotel, dates and email address, if provided)
v Reservation representatives asks: “Can I help you with any other services?”
v Closing remarks include guest’s title and name, ‘Thank You’ and a further polite
remark such as looking forward to the guest’s stay.
v Confirmation is either automatic or offered, either by fax or e-mail. The
confirmation is personalized, professional and accurate and represents the
property and/or brand.
v If the caller is requesting early arrival at the time of the reservation, the agent
offers to book the room for the night before (if guest is willing to pay).
Guest Profile
PMS Reservation Screen
 Reservation Tools and Applications

Ø Central Reservation System

Ø Rate Parity Tools (Rategain, R360, OTA Insight)
Ø OTA Extranet
Ø Channel Manager for managing OTA Extranet
(One Way and Two Ways Connection)
Ø Voice of Guest
Ø Trip Advisor
Ø Reservation Audit
• Leading Quality Assurance (LQA)

• Quality Track International (QTI)

• Aspire

• Resavision (Accor)
Thank you!