Chapter 3

Reservation Systems
Managing Technology in the Hospitality Industry
Fourth Edition
(469T or 469)

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 Competencies for
Reservation Systems
1. Distinguish global distribution systems from Internet
distribution systems.
2. Distinguish affiliate from non-affiliate central
reservation systems.
3. Identify the basic functions and services performed by a
central reservation system.
4. Describe the functions and features of the reservation
module of a property management system.
5. Describe the management reports typically generated by
a reservation module of a property management system.
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 Sources of Reservations
Central Reservation Systems
Affiliate Reservation Network (Hotel Chains)
Non-Affiliate Reservation Network
  Leading Hotels of the World
 

  Preferred Hotels
  Distinguished Hotels
Global Distribution Systems
  SABRE
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(continued) 3
 Sources of Reservations
(continued)

  Galileo International
  Amadeus
  WorldSpan
 

Internet Distribution Systems

  Priceline.com
  Orbitz.com
  Gotrooms.com
Property Direct
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 Global Distribution Systems (GDSs)
Owned by airlines.
Used by travel agents.
Access travel/tourism inventories
worldwide.
Link to reservation systems of:
Hotels
Airlines
Car Rental Companies
Travel agencies
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 Internet Distribution Systems (IDSs)
Owned by independent Web companies.
Used by consumers.
Link to:
  Hotel central reservation systems
  Switching company
  GDS

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 Affiliate/Non-Affiliate Reservation
Systems
Affiliate reservations system (hotel chains)
Overrun facility
Non-affiliate reservations system
Leading Hotels of the World
Preferred Hotels
Distinguished Hotels

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 CRS Functions and Services
Provides properties with necessary technology.
Communicates room availability to e-distribution
channels.
Delivers reservations to properties.
Maintains statistical information (call volume, talk time,
conversion rates, denial rates).
Provides customer relationship management (loyalty
programs).
Maintains demographic information about callers.
Bills properties for handling reservations.
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 PMS Reservation Process
1. Reservation inquiry
2. Determination of availability
3. Creation of the reservation record
4. Confirmation of the reservation
5. Maintenance of the reservation record
6. Generation of reports

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 PMS Reservation Reports
  Rooms availability report
  Revenue forecast report
  Reservation transaction record
  Expected arrivals list
  Expected departures list
  Commission agent report
  Turnaway report

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