Front Office Lesson 6 & 7

LESSON 6 OPERATING A COMPUTERIZED RESERVATION SYSTEM

TYPES OF RESERVATION SYSTEM
Reservation agents need a system that will enable them to check whether a reservation
request is possible, record the booking, and retrieve the booking at the appropriate time.
There are two types of reservation system:
1. Manual Reservation System: Uses manual charts, calendar, booking sheets, diary,
forecast board or room rack and used by smaller establishments. The manual
reservation system is cheaper, labor intensive and requires duplication in filing.
2. Computerized Reservation System: Displays a reservation screen to input guest’s
information and requests. The advantages of computerized reservation system are:
o Up to date “real” time information
o Greater reporting ability - marketing and profit.
o Less staff required.

COMPUTER MANAGEMENT SOFTWARE

 Reservations Software - Part of a computerized front office system that allows a
hotel to use a central reservation system and helps front office employees to quickly
process room requests. An example of computerized front office system is OPERA.

 Rooms Management Software- Part of a computerized front office system that

maintains current room status information, assists in assigning rooms and rates
during registration, and helps front office personnel coordinate guest services.
 Guest Accounting Software- A computer program that handles transactions
between guests and the hotel from check-in to check-out, replaces account posting
machines and voucher racks found in non- automated properties
 Computerized Guest Services- Allow guests to access airline schedules, local
restaurant and entertainment guides, stock market reports, news and sports
updates, shopping catalogs, and video games through in-room computers linked to
business computer information service.

CREATING AND PROCESSING RESERVATION

A central reservation system or (CRS) is a computerized system used by hotels and other
lodging establishment to store retrieve information and conduct transactions. In this topic,
we will discuss the common functions, features, content and window display of a CRS when
creating and processing reservation.

Profile Types: When making a reservation, you must first identify the different profile types.
Profile type or account profile contains the important information about the people and
companies you do business with. Below are the common profile types used by different
reservation system:
  Individual profiles. Reservation for first time guests automatically creates an
individual profile. Individual profile contains the guest’s personal information.
However, individual profile is not only associated with guests but also with other
people like the hotel employees.
 Company profiles. Common information stored in the company profile are, catering
functions with the establishment, the businesses who sponsor guest reservation, and
the different hotel partners who provides goods and services to the establishment.
 Source profiles. Information about the organizations or individuals who brings
business in are stored in the source profiles. Examples: Agoda, Booking.com.
 Contact profiles. Stores the information about the people who serves as the
interface between the hotel staffs and the guest or business account.
 Group profiles. These are the profiles of the hotel’s affiliations sponsoring businesses
in the establishment. Group businesses are typically one-time affair like weddings,
family party, reunions, etc.
 Travel agent profiles. Accounts or information about the professionals who books a
reservation for their clients are stored in this profile.

NEW RESERVATION

 After, identifying the profile type. Some CRS will pre-qualify the guest by entering
the following information:
o Arrival date and number of nights.  Number of adults or children.
o Departure date.
o Number of rooms.

 The CRS will then search for general rate availability and will proceed to Rate Query
screen after the pre- qualification. You will then be asked to complete the fields like
the guest’s name, address etc., Once completed, the rate query screen will show
available rates and room types. After making a rate and room selection the
reservation screen appears. In completing the reservation use proper capitalization
and punctuation. The reservation system will highlight the required fields by having a
bold descriptor. Below are the common required fields in the reservation screen:
o Arrival and departure.
o Room type and rate code.
o Res. Type

UPDATES AND AMENDMENTS TO RESERVATION

 One feature of a CRS is to update and amend an existing reservation. To apply this
feature, you need to check the reservation tab and look for a “Update Reservation’
option. Common procedures in updating reservations are shown below:

1. Go to reservation and look for “Update Reservation” from the menu bar options.
2. The Reservation Search screen will appear. This screen is used to search the
reservation you wish to update.
3. Complete the required fields in the reservation search screen.
 4. The CRS will now show the lists of reservation that matches your search. Click or
highlight the reservation you want to update, and the reservation screen will
appear for editing.

SENDING AND RECEIVING RESERVATION COMMUNICATIONS

Communication from Industry Colleagues: Creating an internal communication in a

reservation system is one of the best functions of a CRS. This function allows you to
disseminate reservation details in a more convenient way. Sending and receiving
communication in some CRS are under the miscellaneous tab. To complete this action, you
need to go to reports under the miscellaneous tab and search the appropriate reports.
Access the reports module for printing reports, mailings, letters, etc.

LESSON 7 ADVISING OTHERS ON RESERVATION DETAILS

COMMUNICATING WITH THE HOUSEKEEPING AND MAINTENANCE/ENGINEERING

DEPARTMENTS

 Housekeeping: The housekeeping department is responsible for cleaning rooms.

Staff would be scheduled based on the number of rooms occupied, arrivals and
departing guests. There should be a regular communication between the front office
and the housekeeping department. Housekeeper Supervisor prepares the
room/work assignment after receiving the important information’s from the front
office.
 Maintenance and Engineering: The responsibility of the maintenance and
engineering department is to maintain the property’s appearance and working order
both inside and out including the maintenance of electrical and mechanical
equipment. Swimming pools and pool deck area as well as some or all parts of the
ground are included in the maintenance and engineering department’s assignments.
Property’s or rooms for repair are usually reported to the maintenance by
telephone. Moreover, reservations should inform them of the expected occupancy
to ensure rooms are available for sale.