Bautista, Rachel M.

BSHM III

Performance Task: Answer the following questions.

1. When a room reservations is made under a guaranteed reservation, is the booking

company/individual required to:

a. Make a pre-payment or deposit?

A deposit is used to ensure a procedure. Prepayments are easy to make—you just
pay in advance. Prepayments are sums that are paid for before receiving later-
received goods or services. Prepayments include any payments made beforehand.

b. Abide by the 6”oclock policy

The reserved room will be assigned to the client on the waitlist if the passenger
does not check in by 6 o'clock. These hotels typically offer a room guarantee for a
specified check-in time, like 6:00 PM. The accommodation will not be held for the
traveler if they do not check in by the guarantee time.

2. In case there are very limited rooms available for booking, who should be given priority?
The priority should be given to VIPs, groups, families, or guests who are staying
for many nights.

3. What do you understand by a “commercial account?” Is it covered by a signing privilege?

Some hotels are willing to give people or businesses the ability to sign using
credit—known as a commercial account. The process is for the business to submit a
credit application form that the hotel will provide to the client. The Credit or Finance
department evaluates and processes the application.

4. List down all the information needed from the booking party when taking room
reservations.
 Guest’s Profile Data
 Arrival date and time and departure date
 The number of nights
 Number of Pax
 Room type requested
 The number of rooms required
 Type of bed
 Rate quoted / Rate Code
 Date reservation received
  Reservation Status
 Billing Instruction
 Pickup Details
 Any other Details or special remarks

II. Class Activity

1. Do a simulation/role play of reservations handling in the following situations (provide

other details like terms and arrangements).

a. Caller makes a reservation for himself under a personal account for April 10-12.
Since he is a repeat patron, he requests to be given special discount.

Caller: Hi, I am a regular client of your hotel. Does that qualify me to have a
discount?
Reservation Agent: Okay sir, please hold on for a second, I will just check it to my
Supervisor.
Caller: Sure
Reservation Agent: Thank you for waiting sir, upon checking, and as a valued
customer, you are eligible for a 15% discount on all accommodations. I'll apply a
15% discount to this transaction now.
Caller: Thanks!

b. Caller requests for a reservation for Mr. Arthur Jones under their company account,
Sterling Corporation. This company has existing credit line in the hotel. Mr. Jones is
expected to arrive on April 15 and request to be fetched and transported from the
airport to the hotel. He will be taking Philippine Airlines and is expected to arrive at
12 noon of April 15. He will stay in the hotel from April 15 to 20. Caller wants the
hotel to give Mr. Jones and his wife a suite room with luxury amenities.

Caller: Hi, I would like to book a reservation for Mr. Arthur Jones and his wife using
our company’s Credit line.
Reservation Agent: Okay sir, may I know which company please?
Caller: It’s Sterling Corporation.
Reservation Agent: Noted Sir, would you kindly hold the line as I refer this matter
for approval to our Finance Department? I'll call you back with the results.
Caller: Sure.
Reservation Agent: Thank you for waiting Sir. The approval from our Finance
Department has been confirmed. May I know the arrival date and time?
Caller: April 15 at 12 noon. I would also like to pick them up at the airport.
Reservation Agent: May I know which airline and the flight number please?
 Caller: Philippine Airlines, Flight PA103.
Reservation Agent: Alright, our staff will be there at exactly 11 in the morning.
Caller: Great.
Reservation Agent: May I also know what type of room do you prefer and how
many nights they will stay?
Caller: 6 nights and suite room with luxury amenities.
Reservation Agent: Noted sir. Is there anything else I can help you with?
Caller: That’s all, thank you.
Reservation Agent: Thank you Sir. Have a wonderful day!

Note: Upon guest arrival, repeat all the information for confirmation.

c. Secretary of Triple W Corporation makes guaranteed reservations for Mr. Johnny

Matis for January 15 to 20 with their company as the guarantor. The said company
does not have an existing credit line in the hotel.

Caller: Hi, this is Rachel the Secretary of Triple W Corporation and I would like to
make a reservation for Mr. Johnny Matis for January 15 to 20 with the company as
guarantor.
Reservation Agent: Hi Rachel, it turns out that your company does not already have
a credit account with us, we would like to request a Php4,500 pre-payment along with
a letter of guarantee from Triple W Corporation stating that they will pay the
remaining balance of the bill when the guest check out. Please send this letter to us by
the time your guest checks in.
Caller: Sure. I will send you the letter and the pre-payment.
Reservation Agent: Alright Miss Rachel, I'll just forward this request for clearance
to our Finance Head, and I'll get back to you with the result.
Caller: Alright.
Reservation Agent: We appreciate your patience and would like to confirm your
booking for Mr. Johnny Matis from January 15 to 20. His preferred accommodation
is a Suite Room, which costs Php10, 499 per night. He is scheduled to arrive at
2:00PM on January 15. The Triple W Corporation will settle the Guest's bill. The
total fee will be Php52, 500 and it will be paid tomorrow by bank to bank deposit.
Send us a copy of the deposit slip that has been scanned. You'll receive the letter of
confirmation from us. As soon as we get the deposit slip payment, this reservation
will be verified with a guarantee.
Caller: Okay, we'll just email you the deposit slip the following day.
Reservation Agent: Thank you for calling. Have a nice day!