TECHNOLOGY AND LIVELIHOOD EDUCATION 9

FRONT OFFICE SERVICES

Processing a Reservation
The reservation system varies from one system to another. Thus, we focus on typical fields that maybe found in a
computerized reservation system environment. Note, that fields can be tailor made depending on the needs of the
property, thus, one property maybe different from another though they may have the same system. Below are typical
fields in the system.

TYPICAL FIELDS REMARKS

1. Arrival The FO staff indicates in this field the expected arrival date of guest.
2. Departure Automatic if FO staff entered the number of nights correctly. In some system, if FO
staff change the departure date, the number of nights changes accordingly
3. Nights This field will indicate the number of nights that the guest will be staying in the hotel.
4. Adult/Child Enter the number of occupants in the room.
5. Number of rooms The field indicates the total number of rooms that was requested by guest.
6. Room Type Indicates what room type that was assigned to the guest.
7. Room Number Indicates the room number of guest.
8. Rate Code Some system will automatically produce the rate code if their company is on the
database.
9. Reservation Type Determines predefined reservations arrangement as set by the hotel.
10.Time If the guest tells you his probable arrival time, you should enter it here.
11.Block Name Used only for group bookings.
12.Market Code This is a market code that is also use for statistics purpose.
13.Source of Business Classifies if a booking is from a local or international agent or company, an individual
booking, an SRS booking, a walk-in or from an RSO.
14.Confirmation This specifies the type of confirmation letter depending on the source of the booking.
15.Channel This describes how the booking was made such as through telephone, fax, SRS, e-mail,
internet, CRS, Front Office, Sales, Telex, Sales and Catering, Letter, TV, etc.
16.Discount in $ or in % If the rate needs to be discounted.
17.Discount Reason If the rate is discounted, the reason for the discount is inputted in this field.
18.Reserved By This is where the name of the caller and his/her telephone number is written.
19.Type and Member No This shows the guest’s type of membership and number.
20.Specials Specials field is where the inclusions are written.
21.FFP Type If the guest has a frequent flyer card, the number is inputted here.
22.Payment The type of credit card or type of settlement is inputted here.
23.Approval Code If the mode of payment is through a credit card, the approval number is written here.
24.Amount The amount of deposit is written in this field, whether cash of credit card.
25. Arrival and Departure The arrival and departure flight details are inputted here.
Flight
26.Time The arrival time and departure time of the flight of the guest is inputted here
27.Transportation In/Out If the guest needs transfers, the type of car is inputted here.
28.Print Rate Used if the rate is confidential and is not to be printed on the registration card. This is
useful for Travel agency accounts.
29.No Post Used if the guest is on cash basis.
30.Check out time The actual check-out time from the hotel is inputted here.
31.Notice Field The billing instructions and number of stays of the guest is written here. The billing
should indicate the type of charges that will be assumed by the company or agent and
the dates included and the charges on personal account as well.
32.Confirmation/Share It shows the confirmation number and share number, which is computer generated.
number
 TECHNOLOGY AND LIVELIHOOD EDUCATION 9
FRONT OFFICE SERVICES
Name:____________________________ Date:___________________
Section:___________________________
A. MATCHING TYPE
Direction: Match the following computerized reservation fields in Column A to its corresponding meanings in Column B. Write your
answer on the answer sheet.

Column A Column B

________1. It classifies if a booking is from a local or International agent or company, an a. Adult/Child

individual booking, an SRS booking, or a walk-in.

________2. This describes how the booking was made such as through b. FFP Type

________3. It enters the number of occupants in the room. c. Amount

________4. It is used if the rate is confidential and is not to be printed on the registration card. d. Source of Business

________5. If the guest has a frequent flyer card, the number is inputted here. e. Nights

________6. If the mode of payment is through credit card, the number is written here. f. Print Rate

________7. The initial deposit is written in this field, whether cash or credit card. g. Specials

________8. The type of credit card or type of settlement is inputted here. h. Channel

________9. This field will indicate the number of nights that the guest will be staying in hotel. i. Payment

________10. It is used if the guest is on cash basis j. No Post

k. Approval Code

QUICK WRITE
Direction: Read the statement below about the details of the reservation, and then put it in a sample
computerized reservation system then complete the details that are being asked.

I would just like to repeat the details of your reservation Mr. Smith. You will be arriving on the 28thof August
via Philippine Airlines flight number 101. You will be staying for 1 night in the Executive De Luxe room with the rate of
$230.00 exclusive of the service charge and applicable taxes. Our standard check – in time is 2:00 p.m. and check – out
time is at 12 noon. Your confirmation number is 9344562. Mr. Smith, if there is any amendment or cancellations; kindly
inform us 24 hours prior to your arrival.

Computerized Reservation System

Typical needs Remarks
1. Arrival

2. Departure

3. Night

4. Room type

5. Room number

6. Price Rate

7. Reservation type

8. Amount

9. Time

10.Reserved by
Hotel Receptionist
(HR): Good afternoon! How may I assist you today?
Guest (G): Hi, I'd like to make a reservation, please.

HR: Of course! May I know your expected arrival date?

G: I plan to arrive on the 15th of January.

HR: Noted. And your departure date?

G: I'll be leaving on the 20th.

HR: That would be a total of 5 nights. How many adults and children will be staying?
G: It will be 2 adults and 1 child.

HR: Great! How many rooms would you like to reserve?

G: Just one room will do.

HR: Alright. We have different types of rooms available. Do you have a specific room type in mind?
G: I'd like a suite, please.

HR: Perfect. I have a suite available for your dates. May I know your preferred time of arrival?
G: I'll probably arrive around 3 PM.

HR: Noted. Are you part of a group or is this an individual booking?

G: It's an individual booking.

HR: Alright. May I know the source of your booking? Is it through an agent, company, or individual?
G: I'm booking directly.

HR: Great! Do you have any membership with us?

G: Yes, I do. My membership number is 178456.

HR: Excellent! Do you have any special requests or inclusions you'd like us to note?
G: I'd like a room with a view, please.

HR: Of course, I'll note that down. How will you be settling the payment?
G: I'll be using my credit card.

HR: Perfect. Do you need any transportation assistance from the airport to our hotel?
G: Yes, please. I'll be arriving on Flight 101 at 2 PM.

HR: Noted. We'll arrange a car for you. Lastly, may I have your name and contact number, please?
G: Sure, my name is Juan and my number is 122-455-7899.

HR: Thank you, Juan. Your reservation is now confirmed. We look forward to welcoming you to our hotel!