HANDLING

ROOMS
RESERVATIO
NS
RESERVATIONS
SECTION
 Is in charge of accepting and processing all
reservations for room accommodation. It also
serves as communication center as it handles
inquiries in room rates & arrangements.
TYPES OF RESERVATIONS
 Regular reservations – refers to an
agreement that a hotel makes to hold
a room until cut off date & time. If the
guest does not arrive by that time,
the room maybe sold to other guests.
 Confirmed reservations – applies
when the terms of reservation have
been verified. This type of reservation
is confirmed to the guest verbally or
in writing through mail, email or fax.
Guaranteed reservations –
is an agreement that the hotel
makes to hold a room for
guest until the guest arrival
and check out time. In return,
the guest assures payment
for the room by credit card,
company account or pre
payment. unless the
reservation is properly
 PROCESSING
RESERVATIONS
 Reservation chart – all
future bookings, are blocked
off in the reservation chart. It
indicates the actual number of
rooms reserved for any future
date to as far as 2-3 years in
advance.
 Reservation slips – all
reservation slips are placed in
the room status rack with a
color code. It indicates the
name of the guest and the
arrival date.
 Hanging folder – this is
where the records of all
corresponding letters
pertaining to guest
reservations are kept.
 Individual reservation
cards – all pertinent to
each booking is contained
in this card. This card is
filled up by the
desk/reservation clerk
and will serve as a basis
for preparing daily arrival
list.
SOURCES OF
RESERVATIONS
 Letters – addressed to the hotel or
Front office manager.
 Telegram/cables

 Teletype/telex wire – business form

 Telephone

 In person

 By email / website

 By fax
 All pertinent information regarding the reservation is indicated in the
room reservation card to include:
Name – last name, first name, middle name
then the title (Mr., Ms, Miss, Mrs., M/M-man &
wife)
Number of persons arriving
Arrival date & time
Information/time of arrival
The name of airline
Departure date
The number of nights/days the guest will be
staying in the hotel
Number of nights
The number, type of room & type of bed
required
Room rate
 PAX account – the guest will pay to the hotel
directly.
 Company account – bills will be charged to the
company. This guarantying arrangement is
acceptable only if the guarantee is in writing &
company is known to the hotel. The portion of the
bills to be shouldered should also be indicated (all
bills or room/meal charges only) the company
should be advised to note specific arrangements
on the required guarantee letter of authorization.
 Remarks – this is provided for some special

request or arrangement which must be noted.

 Booked by – the name of the person making

reservation & telephone number.

 Accepted by – reservation clerk who accepted

the reservation must initial the form.

 Date of acceptance of reservation
RESERVATION
S BOOK
 Toavoid overbooking, double booking
and other related problems, there should
be a well organized system of
documenting bookings, cancellation and
amendments in reservations. For this
purpose, the various forms mentioned
are to be used & updated. Likewise it is
necessary to maintain a reservation
control book. This is usually a 3 ringed,
loose leaf binder with a tally page each
day, 365 days in advance. On each page,
the hotel rooms are divided into
SAMPLE RESERVATION SYSTEM
CONFIRMATION OF
RESERVATIONS
RESERVATIONS CHART
CHARTING RESERVATION
 The chart will show each room of the
hotel on daily dated sheets. The number
of available for present and future dates.
This chart is updated on a daily basis by
the reservations staff. Each reservation,
cancellation or amendment (adjustment)
is recorded on the chart and in a
cancellation form. All reservation cards
are checked as to the correctness of
entries on the reservation slips.
 Group reservation by name of group
are recorded on the space provided
at the bottom of the chart. Not only
those arriving, but also those already
in house at any given date. The “no
show” slips are returned to the room
reservation section for rechecking
with the companies. In case of
rebooking, the reservation clerk files
the rack slip with the arrival date
amended on the guest is expected
to arrive. The filed reservation card
is pulled out and enter the new one.
AMENDMENT TO CHART FORM
 Extension of stay – old departure
date to new departure date.
 Early departure – from original
departure date to new departure date.
 Room change – single or double, 1 to
2 rooms or more.
 Early arrivals – date of early arrival
until original arrival date.
 Walk in – date of arrival until date of
departure.
CANCELLATION FORM
 ROOM SALES CONTROL
 The front office/reservation manager must be updated
of the reservations status on each day. After the
reviewing, manager will decide whether to declare an
order of “closed out” (no more room for reservations)
or put the reservations under the status of “on
request”. When the hotel is on request, all
reservation inquiries should be channeled through the
supervisor/manager. He will decide which reservations
to confirm and which to put on the “wait list”.
PROCESSING RESERVATIONS ON FULL HOUSE
 The front office/ rooms division manager must
make sure that the availability boards reflects
the day’s date under either “on request” or
“closed out”.
 All reservations for the day are not confirmed
except for top accounts for which permission
to confirm will asked from the rooms division
manager. Unconfirmed reservations will be
waitlisted.
 Rooms manager will countercheck all
reservations with no flight information and
call up the companies concerned. To remind
the hotel policy.
THE SIX O’CLOCK POLICY
 Means that the guest with reservation is
expected to arrive not later than 6:00PM of
the arrival date. If he does not show up within
this cut off time, the hotel has the right to
give his reserved room to wait listed guests
using the room reserved for him.
ROOMS STATISTICS
 One of the function of front office is to
provide rooms statistics of the hotel
and other competitive hotels for
purpose of gauging the soundness of
operations and to serve as basis for
future management decisions relating
to marketing thrust. In some hotels
this is done by the Guest relations
officer (GRO). Rooms statistics is also
known as productivity figures.
REPORTS / FORMS USED
 Room count sheet (RCS)
 Room sales recapitulation

 Room rack slips

 Registration card (RC)

 Reservation slip / reservations care

 Change rate form

 Arrival / departure record

 Others
FORMS OF STATISTICS
 Room nights
 room rates / revenue

 Number of guests and their nationality

 Occupancy percentage

Occ % = total rooms sold

total rooms
available
300
25 = 12%
 Total rooms available = total rooms – out of order &
house use

 House use – refer to rooms blocked

for in house officers/personnel

500 – 10 = 490 rooms

available
 Average room rate (P/$) = Total revenue
total rooms sold

50,000.00
300 = 166.67 average room
rate
 DBL Occ. Percentage = total no. of guests
total rooms sold

DBL Occ. Percentage = 350

300 = 1.17%
 OTHER REPORTS NEEDED FOR
SALES ANALYSIS
 Commercial accounts productivity
report (CAPR)
GRO in charge check daily the RCS
(room count sheet) as prepared by
the midnight duty desk clerk, noting
the name of the company and the
number of rooms occupied by guest,
booked by said company. She enters
this information in her CAPR form at
the end of the week, finalizes it and
submits it to the sales productivity.
 Airline booking
Same procedures as in no. 1 but the
name of airline account is used
instead of commercial account.
Sariling atin report – is a package
with special rate given to Filipinos
especially domestic travelers (does
not include balikbayan)
 Monthly rooms statistics report (in
terms of room nights & %)
 Breakdown of rooms for house use
 Out of order room
 Total available rooms
 Total rooms
 Day use
 complimentary

 Breakdown of number of guests

according to:
 Nationality
 Typeof account
 Room type used
 Top 10 accounts categorized as
 Individual
 Group
 Commercial accounts
 Comparative record of occupancy from
competitive hotels
 Name of hotel
 Total number of rooms
 Occupancy percentage
 Average rate
 TYPES OF ACCOUNT BASED ON
SOURCE OF BUSINESS
 Commercial account
 Travel agencies

 Free independent travelers/ free foreign

traveler (FIT)
 Local travelers (Filipino)

 Seminars/conventions

 Groups

 Airline crew

 Walk ins

 Balikbayan

 Others