Transcript Reservation - ATSPACE.COM

porters (concierge\lobby services)
• The porters department comprises a large
group of uniformed staff, include:
1. Head hall porter(bell captain\lobby services
manager).
2. Doorman.
3. Porters or pages(bellboys).
porters (concierge\lobby services)
• Head hall porters is in charge of all of the uniformed staff in the
front office and works from a desk in the main lobby.
• The duties and services which can conduct :
1. Control of the uniformed staff
2. Close liaison with the front office manager and other department.
3. Giving of information to guests concerning about the hotel service
and local directions.
4. Message taking and issuing room key
5. Arranging the hire of hotel cars
6. The booking of theatre tickets and the conformation of airline
passages.
7. Solving of the guest problems and queries about the local and
recreational facilities.
porters (concierge\lobby services)
• The head hall porter, is the person who
arranges anything a guest requires, even such
things as a private airplane trip.
• In some cases which there is not separate
security staff, the security of the hotel lobby
may become a duty of the uniformed staff.
Mail and Information
• It is found only in the large hotel and it is
incorporate into reception department.
• The mail and information section comprises:
1. The mail and information supervisor
2. Mail and information clerks.
Mail and Information
• The mail and information supervisor is
responsible for:
1. a team of main and information clerks who give out
guests keys and deliver guests mail and messages.
2. Dealing with guest visitors
3. Provide information on the hotel or local
attractions.
4. They would supply of local postage stamps and
stationery
Telephone \operator
• The staff in section include:
1. Telephone supervisor
2. Telephone operator : For day and night
operator
• Which the process all income and outgoing
calls through the hotel switchboard.
• The staff need good language and
communication skills.
Telephone \operator
• The will give general information over the telephone
.
• They will place international calls and give wake-up
calls as required by the guests.
• They operate a hotel’s paging system which provide
communication service to certain members of hotel
staff and management by the nature of their job.
• Act as the communication centre in the event of
emergency.
Guest relation office
• It is possible that the guest meet the receptionists
and porters and very little contact with other
member of the staff.
• This section (GROs) will create a more caring and
personal hotel atmosphere.
• GROs Located in the main lobby.
• The main responsibility of GROs is make guests feel
welcome and provide more personal service.
• Handling guest problems and complains.
• Handling guest needs as a doctor , simply feel unwell.
Guest relation office
• The responsibility to care for VIPs and
Frequent guest :
1. Checking their rooms are prepared
2. Escorting them on arrival
Front office cashier
• Staff include
1. The cashier supervisor
2. Cashiers
• The responsibilities of supervisor cashier for
all the cash and methods of payment by the
guest
• The front office cashier reported directly to
the account manager rather than the front
office manager.
Front office cashier
• The front office cashier are responsible for the
opening preparation and settlement of
resident guest account.
• Check to ensure that all charges are added to
guest accounts’.
• Safe deposit system of the hotel
• Foreign currency exchange service.
Reservation
• We will describes typical in this chapter is the
activities associated with the reservation process,
these activates include:
1. Conducting the reservation inquiry.
2. Determining room and rate availabilities.
3. Create the reservation record.
4. Confirming the reservation record.
5. Maintaining the reservation record.
6. Producing reservation reports.
7. Researching, planning, and monitoring reservation.
Reservation
• The outcome of reservation process is having
a guest room ready and waiting when the
guest arrives.
• The room must meets the guest needs and
expectation during the reservation process.
• The hotel manager or owner have different
objectives – highest occupancy and room
revenue possible.
Reservation
• To achieve these outcomes , hospitality
operation must have efficient reservation
process or procedures.
• Reservation agent must be able to respond in
a quick, accurate , and pleasant manner.
• Process reservations involves matching room
requests with room availabilities and rates;
recording; confirming; and maintaining
reservations ; finally producing management
reports.
Reservation
• Reservation information is useful in other front office
function. (for example: finalize room assignments,
create guest account, fulfill guest special needs).
• At the same time, Achieve high occupancy and
revenue and takes considerable research, planning ,
and monitoring. The person assigned these tasks is
usually the reservation manager or supervisor. In
some cases, the front office manager or rooms
division manager or even GM may have these
responsibilities.
Reservation
• Selling rooms is very important role for the
reservations department, deciding what
rooms should be sold and the price to sell
them.
Reservation and Sales
• Manually or before the computerization: Reservation
agents focused on basic room availability
information. And they did not have an effective
means by identify available rooms by rooms type. For
example: non smoking room or room with certain
bedding or view.
• Automation of the reservation process provides
accurate and current room and rate information. For
example specific room type, locations, special
features and quickly confirmed as part of the
reservation process.
• Reservation systems enable reservations agents to
assign specific rooms.
Reservation and Sales
• Many lodging or hotel companies now view
reservations as a part of sales department but
the function is a part of room division. And
they conduct sales training programmed with
reservation agents.
• Many reservation office have sales goals,
include number of room nights, average room
rate, and room revenue booked.
Reservation and sales
• The ability of the reservation department to:
1. Sell rooms.
2. Maximize revenue.
3. Inventory control.
4. Improve guest satisfaction.
• Properties can more accurately forecast and better
react to business volumes with emphasis on sales
and marketing technique.
• Gathering forecasted sales information and using it
to determine pricing or room rate strategies is often
referred to as revenue management.
Reservation and sales
The role of the sales department in Reservation
• Sales department taken a more important role in
reservation, there are several reasons for this:
1. The sales department is a primary source of
reservations for the hotel. (group sales manager or
representatives create group reservations these are
the most commonly corporations or trade
associations holding important meetings).
2. The sales department is usually responsible for
sales with other markets as well as groups. The sale
department may have a specialist assigned to
corporations for business traveler and travel
agencies.
Reservation and sales (con’t)
The role of the sales department in Reservation
•
•
Sales objectives and incentives including
promotions are tied to total revenue.
By measuring total revenue, sales managers are
encouraged to balance room nights with rates.
Reservation and sales
The reservation sales planning process
• The reservation department can book business many
month or year in advance.
• Some hotels have group contract even future into
the future,
• Some hotel may have the majority of their group
business booked in six month or less.
• The sale department that starts the reservation and
revenue management processes by focusing on
committing rooms well into the future.
Types of Reservations
• The majority of hotel guests making
reservation.
• There are many forms of reservation:
1. Guaranteed reservation.
2. Non-guaranteed reservation.
Guaranteed Reservation
• A Guaranteed reservation assures the guest
that the hotel will hold a room until a specific
time of the day following the guest’s
scheduled arrival date.
• Guaranteed reservations provide some
protection to the hotel’s revenue even in the
case of a no-show,
• No-show a situation in which the guest makes
a reservation but does not register or cancel
the reservation.
Guaranteed Reservation
• There are variations of guaranteed reservations
include the following:
1. Prepayment: prepayment guaranteed reservation
requires that a payment in full be received prior to
the guest's day of arrival. And this is the desirable
form of guaranteed reservation. Example U.S.
2. Credit card: credit card guaranteed reservation
which the hotels ensure to receive payment for noshows through credit card company which
developed this system for that.
Guaranteed Reservation
• Credit card guaranteed reservations are the
most common form and customary in
commercial hotels.
• no-show reservation; most hotels charge one
night’s rate plus tax. But in the Resort may
charge more than one night’s because the
staying period is longer than the hotels and it
is more difficult to fill rooms.
Guaranteed Reservation
3. Advance Deposit: the guest pay the hotel a
specified amount of money before arrival
and it should cove one night’s room rate and
room tax. If the guest cancel the reservation
before the time or arrival, the hotel may
retain the deposit and cancel the reservation
for the guest’s entire stay. This type of
guaranteed is more common at destination
resorts and convention center hotels.
Guaranteed Reservation
4. Travel agent: travel agent guaranteed reservation
used to be very common. travelers pay the travel
agent in advance for their transportation and room
charges. And the travel agent guarantees the
client’s reservation. In no-show case the hotel bills
the travel agency for payment and the travel agent
must then collect from the guest. This is less
common. The hotels accept travel agent guaranteed
reservations from only the largest and most
financially responsible agencies.
Guaranteed Reservation
5. Voucher or MCO: another type of travel
agent guarantee is the travel agency voucher
or miscellaneous charge order (MCO). The
MCO is the voucher issued by the airline
reporting corporation and is controlled by
many of the same travel agency regulations
that control airline tickets.