Module 4

Operate a
computerized
reservations system
Subject Elements
This module comprises three elements:

Identify the features offered by a computerized reservations

system
Operate the computerized reservation system
·Process reservations’ communications
Meet
The CLEIR BALAYON Kim Joseph Belandres JERMIN CALANDINGAN

Group

Divine Bartolome
Edjan Catolin JENNETTE MAY MAGARZO
Element 1: Identify the features offered by a
computerized reservations systems

Definitions:

·CRS- computerized reservation system

·GDS- Global distribution system

 Importance
of CRS
·Computerised reservation systems have become an essential
part of any hospitality and tourism organization.

·It is a necessary tool to store and access a wide range of

information, that can be easily accessed by a range of people in
any location.
Hotel software system areas
·Property management
·Accounting
·Internet/GDS reservations
·Central reservations
·Reception
·Point of sale (POS)
·Spa, club and golf management
·Yield/revenue management
Hotel reservation systems
For reservations, there are two types of hotel software:

·A CRS (central reservation system)

·An IBE (Internet booking engine)- an IBE allows
guests to remotely make reservations accessing the
hotel’s website
MODULES IN A COMMON CRS
HOSPITALITY INFORMATION
CRS
·Room types
·Reservations ·Rate plans architecture
·Profiles
·Room rates and conditions
·Groups and blocks
·Room inventories
·Rate and inventory control
·Generic hotel information
·Administration
·Distribution content
·Reporting
·Global distribution interface
·Reservation information
·PMS interface
 Tourism CRS

• The Global Distribution System (GDS) is an e-commerce

tool introduced by airlines to facilitate the booking of flights.

• By definition, a GDS is a computerized reservation system

(CRS) in that it enables, for example, travel agencies to
place bookings with travel suppliers and their booking
systems via a worldwide distribution network.
 Title Page Proprietors Introduction

Insert your topic here

Tourism CRS
four major Global These systems enable Types of CRS bookings and
Distribution Systems travel agencies to: reservations GDS systems are
capable of booking:
ŸAmadeus Ÿ Search lowest fares for
ŸGalileo nominated destinations ŸOne way and roundtrip airline
ŸSabre Ÿ Automatically re- seats
Ÿ Worldspan calculate fares for Ÿ Hotel rooms
changed itineraries Ÿ Rental cars
Ÿ Store client data and Ÿ Tours
records ŸCruises
Ÿ Access world-wide
options
 Title Page Proprietors
Insert your topic here
Tourism CRS
Types of CRS bookings and
reservations GDS systems are
capable of booking:
Ÿ Bus and rail tickets
Ÿ Insurance
Ÿ Limousines
Ÿ Event and theatre tickets
Ÿ Dining reservations
Introduction Review of Literature
Information within a
CRS
Information contained within a
CRS
Ÿ Destination information
Ÿ Availability and costs of any
product/service
Ÿ Detailed product and service
information
Ÿ Airfares and airline
information
ŸSpecial offers and packages
ŸTransportation options
Ÿ Payment option
Ÿ Health and safety
recommendations
Methodology Results Conclusion
Benefits of a CRS
 Speedier processing of
requests and bookings,
ticketing and quotations
 Central location of
information
 Integration with web-
based/online booking systems
 Allowing multiple uses and
multiple sites
 Preserving privacy and
confidentiality through
passwords, operator only
designations and system
administrator statu
 Allowing pre-set
limits/allocations/changes
Barriers of a CRS Businesses using Businesses using a
 Cost of initial a CRS CRS
establishment
 Retail travel agencies  Tour operators and
 Training of staff
 Hotels wholesaler
 System breakdowns
 Visitor information  Event coordinators
and malfunctions
centres  Tour desk officers
 Need for system back-
 Airlines  Coach  Operations consultants
ups, system maintenance
companies  Owner operators of
and system updates
 Car rental companies small tourism businesses
 Discrepancies occurring
 Entertainment providers  Reservations sales
between properties using
agents
different systems
 Operational staff tend to
focus on the screen
instead of customer
Scope of a CRS CRS functions Functions
Scope of a computerised Performed on a central
reservations system may reservations system
be related to:  Interrogating and amending
 Industry-wide access existing data
and use  Making reservations,
 Use only within an including group, individual,
individual property corporate, in-house,
 Agents commission basis
 Service providers  Amending reservations,
 Direct customer such as extending or changing
booking dates, altering flights, changing
room numbers
 Determining vacancies and
current level of availability,
including tickets, seats, rooms
CRS functions
Functions
Performed on a central
reservations system
 Recording customer
details
 Recording special
request details
 Creating internal and
management reports
 Generating client
histories and preferences
 Generating mailing lists
 Creating marketing
information
 Preparing limited
accounting statements
CRS functions CRS functions Functions
Functions Performed on a tourism CRS
 Understand system assumptions for
Performed on a Hospitality
a quote
CRS What functions or
 Interpret system codes and
information would be kept for
abbreviations
these functions:
 Enter the relevant segment,
 Reservations
passenger, destination and date details
 Profiles
 Create the quote
 Groups and blocks
 Search the ‘best fare’ quote
 Rate and inventory control
 Cancel the quote
 Administration
 Amend the quote
 Reporting
 Update the status of the booking
GDS training
Specialised
GDS training courses need to be
undertaken to attain necessary
competencies with individual GDS
systems:
 What training would operators
need to undertake?
 What do these need to know
GDS training
These specialised courses relate
to the features and functions of
the individual system and
address topics such as:
 Key functions
 Encoding and decoding
 Status codes
 System help facilities
 Selling flights
 Creating and updating files
 E-ticketing
Interpret the screens and
displays
Regardless of the CRS
system used it is important for
users to be competent in
being able to interpret the
screens and displays relating
to:
 Identifying menus and sub-
menus
 Identifying information fields
 Identifying drop-down
menus
 Identifying self-populating
fields
Interpret the screens and
displays
 Identifying multiple choice
fields
 Identifying mandatory
fields
 Identifying character
limitations within
information fields
 Using the toolbar menu
and using
keystrokes to access fields
and menus
Interpret the screens and
displays
 Differentiating between
levels of authorization and
access
 Creating and using
passwords and User
Identification to access
screens and data
 Using system-specific
techniques to
move between fields and
screens
3
Interpret screen displays In-house interpretations of displays In-house interpretations of
Different establishments to describe displays
Prompts and define certain Systems may have codes to
fields with meanings and data, such depict various pieces of
 Buttons/tabs
as: information such as:
 Options
 Dates  Different revenue stream
 Abbreviations  Prices  Guest type
 Acronyms  Room types  Marketing information that the
 Questions  Room numbers property
 Information fields  Packages seeks to capture
 Dates particular to their operational needs.  Payment methods
 Booking source

Need for CRS training and support

In order for any staff using a CRS system to become
competent with the software being used in their workplace,
they must:
 Obtain, read, refer to and use the User’s Guide/Manual
for their system
 Obtain practical workplace training in the
physical operation of the system
 Research, understand and utilise the
software support provided by the system
suppliers 3
Element 2:
Operate the computerised Operate the computerised reservation
reservation system system
Performance Criteria for this Element are:
Operate the computerised reservation system  Retrieve a reservation on the
Performance Criteria for this Element are: computerised
 Access the computerised reservations reservations system
system  Amend a reservation on the
 Investigate information contained within the computerised reservations
computerised reservations system system
 Check whether or not a reservation can  Print reservation details from the
be taken on the computerised reservations computerised
system reservations system
 Accept and create a reservation on the
computerised reservations system
Role of reservations Role of reservations Passwords and User IDs
 The reservations department Three key roles of reservations  Why is it important to have
is a vital link in any hotel is to: passwords?
operation  Providing relevant information  How often should they be
 Encouraging the sale
 The reservations area is where changed?
 Making the booking
guests have their first  How else can you protect
contact with an organisation and the privacy of information on
therefore make their the system when you have
first impressions System information ‘logged into the system’?
Investigating information
Investigate information may include:
 Applying access codes
 Interpreting and using on-screen prompts
to
determine required information
 Interpreting and applying on-screen
abbreviations, acronyms and options
3
Investigating information
 Using navigation tools such as buttons and tabs
 Applying correct date formats within the system
 Adhering to system protocols and field size limitations
 Completing required fields
 Describing the field and menu links
available between screens

Using system features to access a range of information

Typically a receptionist with responsibility for bookings will
repeatedly be involved in:
 Checking for room availability on the required dates
 Entering the guest and reservation details
 Varying the booking as required
 Checking the guest in
 Posting charges to guest folios
 Preparing and presenting guest accounts
 Accepting payment
 Checking the guest out 3
 ACCESSING CHECKING IMPORTANCE
METHODS OF
SYSTEM RESERVATION OF CHECKING
BOOKING
INFORMATION AVAILABILITY RESERVATION

AVAILABILITY
Example – Front Office The balancing act of ·All booking
requests Requests for
information that can be reservations

must be checked on the bookings can come

accessed When times are busy, system before they are
·Folio clearance via the following
the reservations team accepted
·Night audit information ·Whilst in most cases mediums:
must try to fill the hotel
·Room charge update hotels or other
whilst:
·Rooming
·Filling hotel rooms at hospitality and tourism ·Telephone
rebuild/calendar update
competitive rates businesses will try to find ·Fax
·Transaction summary
a way to ensure a
·Internal management ·Not overbooking the ·Internet
reservation can be taken,
reports hotel ·Face-to-face walk-in
at times however this is

·Generating higher enquiries
not possible
room rates

·Mail

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 OBTAINING THE
SOURCES OF BASIC
BOOKINGS RESERVATION CONSIDERATIONS

INFORMATION

System referrals from In order to check room ·Minimum

stay
availability you must
other properties in the lengths/minimum
determine:
chain nights
·Date of the first night
·Date of the last night ·Peak time/prime
·Travel agents ·Type of room sought time
·Tour operators ·Name of guest or business
·Stops/stop sell
·Airlines seeking accommodation
·Family and friends of ·Identifying if they are a
the guests VIP, ‘blocked’ or ‘black
listed’
·The guest themselves
·Identification of any other
·Businesses
potentially limiting factors
·Groups

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 TYPES OF RESERVATIONS
Creating New Reservations
Information to record
·Airline seats
• Date of arrival ·Hotel rooms and accommodation at other facilities
• Date of departure ·Rental cars and other vehicles
·Transportation
• Estimated Time of Arrival (ETA
·Transfers
• Estimated Time of Departure (ETD) ·Entertainment
• Number of nights ·Tours and cruises
• Name in full ·Entrances to tourist attractions, tourism sites or other
sites of interest or significance
• Personal details
·Travel insurance
• Room type ·Tour guiding services
• Number of adults and children ·Activities
• Passport/ID number ·Meals
·Functions
• Package type
·Special items with customer’s corporate branding
• Room rate ·Special events
• Method of payment ·Venue facilities
• Booking taken by ·Convention facilities
• Notes/comments ·Speaker services
·Audio-visual services
• Room number ·Meeting or event equipment
• Marketing information ·Special event consumable items
·Food, beverage and general catering
Handling special requests
• Disabled room
• Room that has a balcony or outside are where RETRIEVING RESERVATIONS
people can smoke
• Cot or high-chair
• Fold-away bed
Reasons to retrieve a reservation
• Champagne and chocolate on arrival or at
nominated times
·Once a reservation has been made, you may
• Fresh fruit platter in the room
• Flowers need to retrieve it so as to:
• Room facing the ocean or garden or some other ·Convert a tentative booking into a confirmed
identified aspect one
• Interconnecting rooms ·Modify the booking in one of many ways as
• Adjacent rooms advised by the guest
• A room located away from the lift ·Add an advanced deposit
• Bed board ·Cancel a reservation
• Extra clothes hangers ·Allocate a room
• Glass vases ·Effect a room change
• Voltage converters (240 to 220 volt)
• Iron and ironing board
• Booking in the dining room
• Special food and beverages
• Mobile phone rental
 Cancelling the reservation
Amending Changing the date/s
 Changing times
Reservations Changing customer names
Changing the number of people
Types of amendments Adding children or additional customers

Changing seating arrangements Changing the itinerary

Adding special requests Adding/deleting products or services
Seeking a variation in rate Entering invoice and payment details
Splitting a reservation  Entering ticketing and voucher details
 Entering a deposit paid Slide  Cross-referencing multiple bookings

Print reports Importance of reports
What reports are printed?
What information does it contain?
Who needs this information?
Categories of reports
Depending on the system being used, it
is possible that available reports may
include:
Accounting reports
 Sales reports
 Reservation reports
Print reports Purpose of reports
Reports can be used:
For the purposes of comparing cost from various
product suppliers
Determining usage rates for various product
suppliers
To help negotiate rates
To determine the currency of information held in
the system
 Reservation reports
Print reports Examples of common reports
Expected arrivals
 Reservation
 Property forecast
 Total booking activity
Stay activity
Monthly booking activity summary
Print reports Examples of common reports Examples of common reports
Daily booking activity summary Guest folios/accounts
 Property detail
Account balance
Property detail - room and rate information
 Agent activity
 Future summary period statement
 Automatic allotment release  Guest details
 Delivery queue purge Guest revisits

Purpose of internal communications

Examples of common reports
Internal communications may relate to:
Occupancy reports Providing designated information, data and
Corporate reports/business reports statistics to other nominated staff who are
 Marketing reports linked to the system
 Forward reports/future projections  Providing system update information to other
 Mailing list departments within the enterprise to allow
them to plan for changing booking levels
Guest requests
CREATE INTERNAL COMMUNICATIONS
PURPOSE OF INTERNAL COMMUNICATIONS
· ENSURING ONLY DESIGNATED MATERIAL IS AVAILABLE AND ACCESSED
· ENSURING CURRENCY AND ACCURACY OF MATERIAL
· REQUIRING CONFIRMATION OF DATA SENT TO OTHERS

TYPES OF INTERNAL COMMUNICATIONS

THE POSSIBLE LIST OF THINGS THAT MAY NEED TO PASSED ON TO OTHER DEPARTMENTS
IS ENDLESS, BUT TRADITIONALLY THEY CAN BE SEEN TO BE CLASSIFIED AS:
· SPECIAL REQUESTS
· TIMING DETAILS
· SPECIAL NEEDS
· PAYMENT ARRANGEMENTS
· ENTERTAINMENT
· INFORMATION RELATING TO INDIVIDUAL CUSTOMERS
Create internal
communications
Communicating details to
appropriate departments
and colleagues
What information do the
following departments need
in relation to reservations
• Housekeeping
• Food and beverage
•Front office
•Sales and marketing
• Car parking
• Valet
Types of internally used generic reports
• Arrivals report
•Departures report
•No show report
• Room status report
• Special requests report
• Occupancy forecast report
•Average room rates report
• Multiple or double room occupancy report
•Guest list by name report
• Guest list by room report
• Travel agents’ commission report
• Special packages report Market segment report
• Rooms out of order report
• Daily room revenue summary report
•Daily revenue summary report
• Weekly trading summary report
• Monthly trading summary
• Year-to-date report
• In-house activity report
Responding to external requests

Besides preparing information for internal purposes, a hospitality or tourism establishment

may also prepare and present property information for the advice and consumption of
external people such as:
• Businesses
•Suppliers
•Individuals

Types of communication or requests received by external persons include:

• Booking requests
• Confirmed bookings
• Mail or emails seeking more information or clarification of product knowledge
 Responding to external requests

Product knowledge information

• Room rates
• Room types
• In-room facilities Room aspect
• Smoking
Disabled rooms
• Establishment facilities
• In-house attractions
• Local attractions and major events
•Physical location of the property
Interpreting communications
Whilst the majority of communications will be relatively simple to interpret and
understand will be some that present problems or challenges such as:
• Information, advice or communications that arrives in a foreign language
• Rate queries, currency differences and money-related issues
• Requests for interpretation, explanation and applications of industry terminology
that others are not familiar with
• Information provided in coded or abbreviated format
Responses and actions to requests
There are a number of responses or actions that are appropriate for dealing with requests or information received by
external people.

In the case of a travel company this can include:

• Providing destination and specific product information and advice
• Accessing and interpreting product information
•Booking hotel rooms
• Selling tourism products to the customer
• Preparing quotations
• Constructing airfares
•Booking and coordinating a supplier service for the customer
• Issuing customer travel documentation
• Issuing crew documentation
• Issuing air ticket
Organising functions
• Processing and monitoring meeting or event
registrations
• Purchasing promotional products
•Hiring special equipment
Information for external consumption

Besides handling external requests, reservation staff will also need to produce
communications that are used by a wide range of external persons:

Processing information for external consumption

Primarily, the processing of communications which is to be used by

external businesses and individuals involves:
• Responding to system-related queries
• Accepting, confirming, denying, amending or
following-up reservations
• Forwarding sub-menu bookings
• Translating communications from/into other languages
• Converting currencies
• Integrating updates from suppliers
 Communications for external consumption
Processing information for external consumption
• Negotiating new deals based on new information or emerging trends for listing
• Adding distribution channels to the CRS network
• Generating invoices, accounts, folios and statements
and distributing them as required
• Generating and distributing relevant reports to other system users, affiliates,
partners
or related businesses