Professional Documents
Culture Documents
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The Role of the Sales Department
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Types of reservations
• Guaranteed reservation
1. Prepayment – full payment
2. Credit card guarantee
3. Advanced deposit – A specified
amount of money
1. Travel agent guaranteed
2. Voucher from the travel agent
3. Corporate guaranteed reservation
• Non-guaranteed reservation
(confirmed)
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Reservation Inquiries
• Distribution Channels
• Property Reservation Department
• Telephone
• Fax
• Mail
• Property Website
• Property to Property
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Sources of Reservations
Variety of Market Segments:
• Corporate Clients
• Social/Military/Educational/Religious/Fr
aternal (SMERF)
• MICE
• Group Travelers
• Leisure Travelers
• Current Guests
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Reservation Process
Greet the caller
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Overbooking – Occupancy Management
• Overbooking – accepting reservations for more rooms than are available
• Confirmed/guaranteed/stayovers/understays(early departure)/overstays
(extended stay)/walk-ins
• Occupancy Management formula
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Room Overbooking Control
• Contact the due out guests as early as possible
• Double check with Engineering and Housekeeping Manager the
likelihood releasing any of the out of order rooms and
communicate with Housekeeping to clean the early check out
room as soon as possible
• Close all the “cheap rate” in order to maximize revenue
• Realize the reservation history of the hotel and forecast the room
sold situation correctly
• Verify the categories of all bookings and decide which guests can
be walked out, set an appropriate priority
• Compare information in the rooms availability, the housekeeper’s
report, and guest folios for discrepancies in occupancy status.
• Monitor the non-guaranteed reservations after 18:00
• Monitor the waiting list booking after 18:00
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End of Reservations
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