Rooms

Sales
and
Reserva
tions
 Sales and reservation section/ department
responsibilities

• Determination of room rates for various types of

accounts/clients;
• Promotion of room sales, up selling of rooms;
• Receiving and processing of room reservation;
• Serving as Center for Communications, handling inquiries
on hotel facilities and services as well as room rates and
arrangements;
• Preparing reports – rooms sales, occupancy, availability
status, room count, and other statistics
• Coordinating with the Front Desk for room blockings and
assignments
• Handling pre- registration of guest
Types of Reservation
1. Regular Reservation- refer to an agreement
that a hotel makes to hold a room until cut-off
date and time. If the guest does not arrive by
that time, the room maybe sold to other guests.
2. Confirmed Reservation- apply when the terms
of reservation have been verified. Both the hotel
and the reserving party agree on the dates,
rates and billing arrangement, room type and
other arrangement. This type of reservation is
confirmed to the guest verbally or in writing
through mail, e-mail or fax.
3. Guaranteed Reservation- is an arrangement
that the hotel makes to hold a room for a
guest until the guest arrived. In return, the
guest or his sponsor assures payment for the
room using his credit card, or his properly
cancelled, the guest is billed for the room,
including the applicable taxes.
Required Documents and Records
1.Reservation Chart
to avoid double booking, the Reservation
Office must keep a record of the rooms
reserved each day as well as those available
for present and future dates. A Reservation
Chart maybe used for this purpose. This
chart can help the clerk determine whether
or not reservations can still be accepted for a
certain date, or will be wait-listed or refused.
The status of the room booking- (confirmed
or tentative) is also indicated in the chart.
2. Individual Reservation Forms or Cards
Detail of each booking are contained in this
card. This card is filled up by the
desk/reservations clerk and will serve as a
basis for preparing the daily arrival list.
3. Reservation Rack and Reservation Slips
If the hotel is using a manually operated room
status rack, this reservations slip is placed in the rack
under the corresponding room number that is
blocked for the arriving guest. It contains the name
the name of arriving guest, arrival time, room type
and room rate. A duplicate copy of the reservation
slip is filed alphabetically by the last name of guest
and by month. This will serve as trace file for all
reservations received.
4. Hanging Folder
In this folder, the records and the letter
pertaining to guest reservations are kept.
Such records are filed according to the date
of arrival.

5. Confirmation Notice Form

A notice of confirmation of reservation
maybe sent to the guest of to the booking
party in writing through fax, mail or by email.
This confirmation letter can serve as a
written of agreement or contract and works
to the advantage of both parties.
6. Reservation Diary
For small hotels with only few rooms, a
reservation diary maybe used to record daily
room bookings or reservation, making
reference to the reservation cards or slips. The
names of guest assigned foe each room are
indicate in their corresponding room number. If
a guest will stay for more than one day, his
name appears more than once in the diary.
Sources or avenues for rooms reservations
1.LETTERS- this letter maybe opened and handled by
the Room Reservations Manager, or whoever heads
the Reservations Section.
2.EMAIL or INTERNET ACCESS- patrons can now easily
place their reservations by email. Most hotel have
their own website that can be easily accessed by
patrons. Here, the prospect can access information
about the hotel, room rates, facilities, services and
other information.
The website of the hotel already provide reservation
forms where guest can book and write details of
their reservation.
3. FAX- the fax machine has the advantage of being able
to accept instantaneous booking even when there is no
clerk available to get the reservation.

4. TELEPHONE- incoming telephone calls concerning

reservations will be answered by the Sales or
Reservations Office or the Front Desk.

5. IN PERSON- booking parties may personally contact

the Room Sales or Reservation Office to make
reservation or to required about the rates and the
terms
6. COMPUTER TERMINALS
In recent years, booking in made faster
through computer terminals which may be
operated through:

A. Call Center- this computerized reservations

system is used by the large hotel chain and
is often linked to a call center. Reservations
for all properties maybe centralized in this
center with call center attendants attending
to enquires and bookings. A good example
is Amedeos handling booking for more than
a thousand hotels around the world.
B. Global Distribution System ( GDS)- is operated
by a Consortia of Hotels and Airline. These
system terminals are installed in various
countries, accepting bookings for their
member companies. To gain access to these
system, the hotels need to register with the
system and the load the availability of rooms
onto the computer program so that customers
can purchase their requested rooms.
7. VIA CENTRAL BOOKING OFFICES- groups of
hotel usually have central booking office,
handling bookings for all their properties. They
are connected by a free phone or local call
number. Local bookings may be transferred to
the Central Booking Office.