The Reservations practical assessment is divided in three sections:

1. In the first section, students will create one (1) reservation in Opera using the following
reservation details:

 Last Name: Blossom

 First Name: Your first name
 Number of people: 1
 Room type: DLX
 Dates: Arrival:
 Number of nights: 2
 Purpose: Guest will be attending a two day Seminar
 Requests:
o 3 extra pillows
o There is an envelope at the front desk, this is to be handed to the
guest on arrival
 Guarantee Method: The guest is paying with Amex credit card no.
371111111111114 exp 12/2022
 Membership: Qantas
 Membership number: 321 321 321
 Address: 345 York St, Sydney 2000
 Nationality: Australian
 Bus segment: Corporate
 Origin: Email
 Telephone number: 0434056745
 Company: Oracle
 Email: Blossom@mail.com
 Payment methods/Comments: Guest to pay on own account

Video to be made of part 2 below

2. In the second section, students will be assessed on both technical knowledge and customer
service skills. Students are required to role-play a telephone reservation scenario with the
lecturer or other person (family member/friend) during which they will create a reservation
in Opera whilst providing quality customer service. Reservation details are:

 Last Name: Flower

 First Name: Your first name
 Number of people: 2
 Room type: DLX
 Dates: Arrival :
 Number of nights: 2
 Purpose: Wedding Anniversary
 Requests:
o The guest requested a bottle of champagne to be sent to the room
on arrival
o The guest requested a late check out
o The guest would like 4 extra towels
 o The guest would like a rate that includes breakfast
 Guarantee Method: The guest is paying with Amex credit card no.
371111111111114 exp 12/2022
 Membership: William Blue loyalty Member
 Membership number: 321 654 987
 Address: 321 George St, Sydney 2000
 Nationality: Australian
 Bus segment: Leisure
 Origin: Telephone
 Telephone number: 0434053678
 Email: Flower@hotmail.com
 Payment methods/Comments: Guest to pay on own account

Video to be made of part 3 below

3. Students will outline the course of action that they would take for two (2) example guest
reservation enquiries.
Students will be evaluated on their knowledge of effective cross-departmental
communications, and operational/technical processes required to execute guest requests
across the business. The details are:

 Mr. Carlson, a VIP member, is allergic to feathers and wants to make sure all feather
items are removed from his room. During Mr. Carlson’s last stay at the property, the
feather products were not replaced. What can you do to ensure the request is
granted and the guest expectations and needs are met using Opera and other inter
departmental communication channels?
 Mr. Carlson sent his luggage with his personal assistant and would like his luggage to
be sent to his room once the room is ready. Explain the step-by-step process that
follows to complete the request using Opera and other interdepartmental
communication channels