DEALING WITH RESERVATIONS

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KADEK AGUS TONI MAHENDRA
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Receiving
Reservation
How to receive a
room reservation?
While receiving a reservation request the
front office staff should ask informations
which will help in processing the
reservation faster.
The following information will
help:
Date and time of arrival
Date and time of departure
Number and types of room required
Number of persons in the party
Steps in receiving reservation
There are several steps that must be followed in accepting a
room reservation:
Greet the guest in polite way
Ask type of room required
Ask the number of room required
Ask the arrival and departure dates (the length of stay)
Determining room availability
Mention the room rate and whether tax and service are included
or not
Ask the name of the person who is making reservation
Ask contact person
Ask if there is any special request
Ask how payment will be made
Repeat the reservation completely
Give the last greeting
Expression used in handling reservation

Expression used

Good morning, can I help you? ; Four Season Resort, may I

Greeting
help you?

What types of room do you need? ; Which rooms would you

Type of room required
like to take?

How many rooms would you like to take? ; How many rooms
Number of room required
do you need?

What time will you be arriving? ; May I know the date of your
Date and time of arrival
arrival?

How many nights would you be staying? ; How long would

The length of stay
you like to stay?
 Expression used

Ask how payment will be Will you be paying by credit card, cheque or in cash? ; How
made will you settle the bill, Madam?

Ask the name of the person

Could I have your name please?
who is making reservation

Special request Do you have any special request sir? ; is there any request?

Repeat the reservation Could I repeat your reservation, Madam? Can I repeat your
completely booking, Sir?

Thank you for the reservation ; Thank you for choosing our
Last greeting
hotel as your place to stay
Example in receiving reservation
 Declining &
Cancelling
Reservation
 Declining/Turning Down Reservation
Expressions that
Have no room can be used:
available
1.
I'm very sorry, we have no
single room available for that
2. date.
I'm sorry, we don't have any double
rooms left tonight.
I'm affraid there are no family rooms
3. left this weekend.

4. I'm sorry sir, we are fully booked at

the moment. Can I suggest you try our
other hotel in the city center?
 Giving Solution: Waiting List

1. 2.

Would you like me to put you in the

I can put you in the waiting list and waiting list and ring you if somebody
ring you if there's a cancellation. cancels his/her reservation?
Receptionist : Good morning. Pandawa Hotel. Can I help you?
Guest : I was wondering if you had a single room free for two
nights.
Receptionist : When is the reservation for, Sir?
Guest : It's for two nights from December 31st.
Receptionist : I'm very sorry. We haven't any single rooms available
for those dates. Can I suggest you try our other hotel
in city centre?
Guest : That sounds OK. Can I have the telephone number?
Receptionist : Certainly sir. It's (022)....
Guest : I'll give them a call. Thank you for your help.
Receptionist : It's my pleasure.
Cancellation of Reservation

Before the arrival

Giving reservation
time
cancellation code

Directly/email, phone
 01 Retrieval of room reservation data thas
has been done.

Knowing the reason of reservation

02 cancellation by asking directly to the
Handling guest.

Reservation 03 Filling out the reservation cancellation

form.
Cancellation
: 04 Write off = Giving cross mark on the
room reservation slip.

05 Deleting data on the density chart.

06 Saving new archive after data change.

 Do’s and
Don’ts in
receiving
Reservation
Do’s in Receiving Reservation

Smile (for walk-in guests)

Be pleasant and friendly
Suggest good room locations and try to sell up
If the hotel is full, try to find other accommodation for
guests.
Keep accurate and neat records. The hotel depends on the
worker accuracy and efficiency
Be well-groomed and neat in appearance
Stay calm and do not be confused or rushed
Give each guest undivided attention
Don’ts in Receiving Reservation

Don’t gossip about other guests

Don’t give unnecessary informations
Never tell rates lower that published directory rates
 Types of Reservation

1 2 3

Guaranteed Non Guaranteed Confirmed

Reservation Reservation
Reservation
 Types of Reservation
Guaranteed Reservation Non-Guaranteed Reservation
The hotel assures the guest that a room will The hotel agrees to hold a room for guest
be held until the guest arrival or check out until a stated cutoff time. If the guest does
the next day-whichnever occurs first. In not arrive by that time, the hotel may sell the
room to walk-in if additional space is not
return, the guest guarantees payment for available. If the guest arrives past the cuttof
the room, even if it is not used, unless the hour and rooms are still available, the hotel
guest cancels the reservation. will accomodate the guest.

Confirmed Reservation
The confirmed reservation gives the hotel
enough time to verify a guest's address by
mailing him or her a confirmation, if that is
the hotel's policy. Confirmed reservation
may be either guaranteed or non
guaranteed
 Types of Guaranteed Reservation
1.Advanced Deposit
2.Corporate
3.Credit card guaranteed
4.In-house voucher
5.Travel agents
Thanks!
Do you have any questions?