Handling Room Reservations,

Check in and Check out

 Types of Reservations

1. Non-guaranteed Reservation
 Refers to an agreement that a hotel makes to
hold a room until cut-off date and time. It the
guest does not arrive by that time, the room may
be sold to other guests.

2. Guaranteed Reservation
 Is an agreement that the hotel makes to hold a
room for a guest until the guest arrival and check
out time. In return, the guest assures payment for
the room. Unless the reservation is properly
canceled, the guest is billed for the room and taxed
according to hotel policies and procedures.
Payment terms:
 Prepayment – full payment
 Credit card guarantee
 Debit card guarantee
 Travel agent guaranteed
 Corporate guaranteed reservation

3. Group Reservation
 Group bookings like seminars, conferences,
conventions, team buildings and etc. are usually
handled by the Sales Department in cooperation
with the front office.
 Sources of Reservations

1. Telephone
2. In Person
3. By email
4. By fax
5. Thru website
6. Foreign referrals
7. Taxi Cab referrals
8. Advertisement
 Procedures for Taking
Reservation

1. Greet the client and offer assistance.

2. Once request for reservations is received, find
out from the inquiring party the dates and type
of room required. Then check if there is available
room corresponding to the room type preferred.
3. Inform the guest if a room is available. If the
room type requested is not available, offer
alternative room depending on what is available.
Tell him that he could be transferred to his
preferred room once there is a room available.
4. Once room availability is confirmed, get all
pertinent information regarding the
reservation to include:
 Name/s of the incoming guest
 Number of persons arriving
 Arrival date and time
 The name of airline, numerical designation
of the carrier and the place of origin must be
taken whenever available. The time of arrival
in the hotel is taken in case the guest is
arriving via another mode of transportation
 Departure Date
 The number of nights/days the guest will be
staying in the hotel (dates must be included)
 Room rate (the client must be informed of
the rate of the room reserved. Incase of a
repeat guest, the caller is tactfully advised
that the Guest History Card of the guest will
be the basis in applying the rate which the
guest enjoyed in his previous visit/s.)
 Billing Arrangement (pax account or
company account)
 Remarks (special request or arrangements of
the guest)
 Booked by (The name of the person making the
reservation, his telephone number must be
recorded for reference purposes)
 Accepted by (Reservations clerk who accepted
the reservation must initial the form for record
purposes)
 Date of acceptance of reservation
 Handling Reservations Call
1. Greet the caller and offer assistance.
2. Get necessary information and note down in
the reservations form
3. If the room type preferred is not available on
the date mentioned, inform the guest but
suggest some options.
4. If caller wants the bill to be paid by his
company, the following shall be undertaken:
 Check the credit list if the company is among
those with commercial credit account. If the
company has existing credit line, inform the
caller to send the authorization letter before
guest arrival.
 If there is no credit line, tell the guest you
will have to refer the request to the
credit/finance manager.
 If manager does not approve credit,
discreetly inform the guest but don’t say
request is denied, instead ask for
authorization letter of guarantee from the
company that they will answer for any
balance.
5. Confirm the reservation and all information
received.
6. Inform caller about the 6 o’clock policy
7. Thank the caller.
 The Six o’clock Policy

The six o’clock policy means that the guest

with reservation expected to arrive not later
than 6 o’clock PM 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. However hotels may consider late arrivals
if they are informed ahead of time especially
when the room is pre-paid.
 Check-in Procedures

1. As the guest approaches, welcome and greet

him/her. Be prepared with the pen and the
registration card for him to fill up. Welcome him
back if he is a repeat patron.
2. Ask for the guest’s full name if not known to you.
Check his name at the daily arrival list. If you
find the name of the guest in the list, it means he
has a guaranteed reservation. If not in the list, he
is considered a walk-in guest without reservation.
Never ask the guest: “Do you have a
reservation?”
 As this sound offensive and gives the guest the
impression that only those with reservation are
favored. By simply looking at the arrival list, you
will be able to know the booking status of the guest.

 If the guest is in the arrival list, say: “Mr. Guest, we

have a confirmed booking for you under the name
of ___________, May I request you to fill up the
registration form?
3. Get the completed registration form from the
guest. Check if it is duly signed and that all
needed information are entered on the form.
4. Time stamp the registration form at the back.
Clip the registration card if he has a reservation.
Then proceed to the assigning of room for the
guest.
5. Endorse the registration form to the Front Office
cashier for bill settlement (except when the desk
clerk also functions as cashier)
6. Once bill is settled prepare the magnetic key card
and give it to the guest.
7. Call the bell staff to accompany the guest to his
room. Mention guest name and give rooming
instructions.
8. Wish the guest a pleasant stay.
9. Prepare a guest account folio. This is a document
where all records and accounts of guest are
entered.
10. If the hotel is fully booked, assist the guest in
getting accommodation elsewhere.
 CHECK OUT GUIDELINES
Check out Time
Most hotels have a check out time of 12:00 noon.
Extension maybe allowed on a case to case basis
depending on the availability of room. Most hotels
impose additional charge for extension of stay.
Extension however is not allowed if the occupied
room is already reserved and sold out to arriving
guests or needed for early check in. Those who opt
to extend stay shall be given another room, if there is
any vacancy.
 If the hotel is not full:
Guest may stay free of charge for 3 hours
May stay half rate till 6PM

 Other arrangement maybe made upon approval of

the General Manager, Resident Manager or Rooms
Department Manager.
 Check Out Procedures
In most cases, the guest alerts the Front Desk when
he is ready for check out. Then the FO cashier is
informed so that the bill can be prepared. The desk
clerk also instruct the bell service to provide check
out assistance to the guest.

1. Once approached at the counter, the clerk shall

greet the guest.
2. Ask for the guest’s room number and verify his
name. Then pull out his guest folio where all his
records of consumption are kept.
3. Check for last minute messages, mails, or additional
charges not yet posted.
4. If late charges have been made, tell the guest the
amount owed.
5. Ask how the guest wishes to settle the account.
6. Ask the guest if he wants to make advance
reservations for his/her next visit to the area. Ask
also for comments and suggestions for improvement
of service
7. If the guest complains about a service or
maintenance problem, acknowledge and empathize
with him and follow the procedures on complaints
handling. Thank the guest by bringing the problem
to your attention and assure him it will be recorded
and that appropriate action will be taken.
 Phonetics

A ALPHA N NOVEMBER
B BRAVO O OSCAR
C CHARLIE P PAPA
D DELTA Q QUEBEC
E ECHO R ROMEO
F FOXTROT S SIERRA
G GOLF T TANGO
H HOTEL U UNIFORM
I INDIA V VICTOR
J JULIET W WHISKEY
K KILO X X-RAY
L LIMA Y YANKEE
M MIKE Z ZULU
 Airline Code
AF AIR FRANCE CP CANADIAN PACIFIC
AIRWAYS
AI AIR INDIA CX CATHAY PACIFIC
AIRWAYS
ON AIR NAURU CI CHINA AIRLINES
PX AIR NUIGINI DL DELTA AIRLINES
AZ ALITALIA EA EASTERN ARLINES
AA AMERICAN AIRLINES MS EGYPT AIR
BA BRITISH AIRWAYS GA GARUDA INDONISIAN
AIRWAYS
BI ROYAL BRUNEI GF GULF AIR
AIRWAYS
BR BRITISH CALEDONIAN JL JAPAN AIRLINES
AIRWAYS

CO CONTINENTAL AIR KF KOREAN AIRLINES

MICRONESIA
 Continuation:
KL KLM ROYAL DUTCH SN SABENA BELGIAN
AIRLINES
KM KUWAIT AIRWAYS SQ SINGAPORE AIRLINES

LH LUFTHANSA SR SWISS AIR

TRANSPORT
MIA MALAYSIAN AIRLINE SV SAUDI ARABIA
SYSTEM AIRLINES
NW NORTHWEST ORIENT TG THAI INT’L AIRWAYS
AIRLINES
PK PAKISTAN INT’L TW TRANSWORLD
AIRLINES AIRLINES
PA PAN AMERICAN UA UNITED AIRLINES
WORLD AIRWAYS
PR PHILIPPINE AIRLINES WA WESTERN AIRLINES

QF QUANTAS AIRWAYS
Activity #2 – to be submitted on April 1, 2022
Guest Situation – How will you handle them?

1. Guest arrives at the front desk at 2:00 PM. He called the day
before for registration but was very disappointed when he
was told that he is not included in the reservation list. The
hotel is full and he cannot be accommodated. He was so mad
to a point of making scandal.
2. Guest arrives at 7:00 PM beyond the cut off time of 6:00
PM. His reservation was canceled and given to another
guest. He was very mad and disappointed.
3. Guest was found to have a joiner in his room who is not
registered.