RECEIVE AND PROCESS RESERVATIONS

1. D1.HFO.CL2.01D2.TTA.CL2.17 RECEIVE AND PROCESS RESERVATIONS

2. Describe the elements of the reservation system All reservation systems require: • Ability to check availability via a chart, computer, or diary • Ability to offer alternatives when the requested booking is not available • Ability to provide information on the costs and product features (continued)

3. Describe the elements of the reservation system • Records the details and requirements of the person making the reservation • Is a way of recording the acceptable method of payment • Provides a confirmation of the details.

4. Describe the elements of the reservation system Manual system: • Used by smaller establishments • Less common today • Cheaper to maintain • Requires duplication in filing – date/name • The basis for the development of a computer system • Labour intensive.

5. Describe the elements of the reservation system Computerized system: • Up to date “real” time information • Greater reporting ability – marketing and profit • Less staff required • What system will work best for my establishment?

6. Describe the elements of the reservation system Types of bookings that may be processed Accommodation suppliers: • Resorts, guest houses, backpackers, boutique hotels • Hotel chains – Hilton, Hyatt, Starwood hotels and resorts, Marriott Hotels, Accor, Jin Jiang Hotels. Aircraft: • Upgrades to a suite on A380 flights and first class, business and economy class reservations. (continued)

7. Describe the elements of the reservation system Cruise ships: • Variety of rooms available • Increase in destinations -European, Caribbean, and Asian destinations • Includes all meals. (continued)

8. Describe the elements of the reservation system Coaches or buses: • Insight tours, ConTiki, Globebus, Trafalgar • 5 star luxury tours. Limousines (hire cars/vans – chauffeurs): • Many varieties available - electronic navigation to assist travellers (continued)

9. Describe the elements of the reservation system • Day/extended tours including meals and possibly accommodation and entrance fees • Dining and meal reservations • Entertainment • Tourist attractions • Events.

10. Describe the elements of the reservation system How reservations are received: • Telephone • In person – face to face • Mail • Email (continued)

11. Describe the elements of the reservation system • Facsimile (fax) • Internet – on-line bookings • Third party reservations – e.g. Wotif, AsiaRooms • Central reservation service (CRS) • Same chain referrals.

12. Describe the elements of the reservation system Customers who require reservations There are 2 types of customers : • The business customer and • The leisure customer.

13. Respond to reservations requests Acknowledge the customer making a reservation: • Use appropriate greeting • Never leave a guest waiting for attention • Follow the establishment’s policies and procedures • Maintain eye contact – where applicable • Communication etiquette – no jargon • Be aware of cultural needs.

14. Respond to reservations requests Identify required reservation details: • Dates – arrival and departure dates • Ask the right questions e.g. hiring a car – where do you want to go? Car size, 4 x 4 or sedan? Number of passengers? Luggage? Do you have a valid licence? Can you spell that? • Type of booking accommodation, transport or tours • Guest name (continued)

15. Respond to reservations requests • Contact details • Special requirements – baby facilities, handicapped needs, religious requirements. • Cost / Do you have a budget?

16. Ask the right questions Case Study 1: You have received a phone call from Mai who is the manager of a Travel and Tour company. She is putting together a package for a Pharmaceutical Convention coming to your city. What questions do you need to ask of Mai? Respond to reservations requests

17. Mai’s request Case Study 2: Mai’s Pharmaceutical Convention will be in town for 4 days Airport arrival will be at 10.00am There are 50 doubles, 12 singles and 2 triples (in this convention. This totals 118 guests. They expect to pay no more than US$180.00 per room) Meal arrangements – breakfast and lunch will be provided every day for delegates The Itinerary is as follows: Day 1: Registration and welcome drinks from 16.30 – 20.30 Day 2: Convention from 09.00 – 16.30 Day 3: Site seeing – arranged for the convention group Day 4: End of conference – arrange to depart at 10.00. Respond to reservations requests

18. Respond to reservations requests Advise customer of availability of requested booking: • Check availability • Know the reservation systems • Be familiar with airlines, hotels, events (Continued)

19. Respond to reservations requests • Terms and conditions of booking request – restrictions, minimum numbers, method of payment • Product knowledge – leads to selling techniques.

20. Respond to reservations requests Offer alternative if requested booking is unavailable: • Advise of waitlist options or standby – know policies and procedures for overbooking • Offer alternate times, dates, type etc. • Recommend suitable alternatives. (continued)

21. Suitable alternative means Knowledge of: Seasonal influences Local attractions Tourist developments Natural Heritage Sites Local markets Museums Sport events Theatre. Respond to reservations requests

22. Respond to reservations requests Role Play: Reservations staff Staff member who is unable to assist the customer with a reservation: • Person 1: Pretends to answer the phone, uses appropriate greeting • Person 2: Pretends to be on the phone and wants to make a reservation • Person 1: Unable to help, must ask them to go on waitlist or offer an alternative • Swap roles.

23. Respond to reservations requests Offer advice and information about available products, services and facilities: • Apply selling techniques • Know your market.

24. Respond to reservations requests Respond to questions asked by customer: • Know your product: • Advise customers of the features and benefits of your product.

25. Respond to reservations requests When responding to questions and making a sale: • Capture attention of the customer • Maintain their interest • Create a desire • Read buying signals • Close the sale.

26. Enter reservation details into system Record reservation details: • Dates – Arrival and Departure • Name of the guest • Type of room/request – usually affects the rate quoted • Time of arrival – 24 hour clock (continued)

27. Enter reservation details into system • Number of guests • Rate code • Market segment • An indication of the type of reservation.

28. Examples of Market segments Enter reservation details into system

29. Enter reservation details into system • Address • Contact details • Passport number.

30. Enter reservation details into system • Method of payment: • Terms and conditions attached to payments • Special requests • Confirmation number • Date and taken by information.

31. Enter reservation details into system Activity: Using your reservation form work in pairs to record the following reservations: • Role play one of the following situations, then change roles so you each have a chance to be the reservation clerk and role play a different situation • Guest – make up a name and have a special requirement such as feather pillows, single beds, a view, non-smoking, paying by credit card: • Book a room for a father and 12 year old son • Book a room for your boss to attend a conference • Book a room in Bali for a couple to spend a romantic getaway holiday • Book a room for yourself and a friend to go to the theatre • Book a room for yourself as cheap as possible for tonight.

32. Enter reservation details into system Update and utilize existing customer history Providing Customer Service: • Using Guest History profiles will provide you with the customer details and any special requests.

33. Enter reservation details into system Sharing data with relevant departments You can share this history data with other departments: • Housekeeping • Food and Beverage Outlets • Car service and maintenance • Sales and marketing • Airline Catering – dietary requirements.

34. Enter reservation details into system Activity From this reservation information select the data and describe which department it needs to go to: Mr. and Mrs. Smith will be returning to the hotel for 4 nights. They have 2 children aged 2 and 5. It is Mrs. Smith’s birthday on the second night. The family have a room rate that includes breakfast every day in the Lotus Flower restaurant. They have a hire car with them for the days they are here.

35. Enter reservation details into system Confirm existing data: • Use a suitable phrase to confirm you have the correct guest and the right history details • Confirm special requests – non-smoking room or baby cot – this may no longer be required.

36. Enter reservation details into system Confirm booking details with customer on completion of data entry: • Confirm all the reservation details: • Verbally • In writing.

37. Enter reservation details into system Explain relevant reservation issues: • Arrival and departure times • Transfer of information • Payment • Refunds, surcharges and exchange policies.

38. Enter reservation details into system Accept payment for reservations: • Credit card • Cash • Company charge • Vouchers • Cheques/checks • Deposits.

39. Enter reservation details into system File reservation How is information filed: • Manually: • Numerically or alphabetically • Both as back up • Electronically: • Unlimited search functions - name, date, company • Disc back up systems and reports.

40. Enter reservation details into system Generate reservation related documentation What documentation is required: • Receipts • Invoices • Vouchers • Confirmation letter • Information packs and brochures.

41. Maintain reservations The nature of customers means they will need to change reservation information. What needs to be changed: • Length of stay • Altering a flight or travel details • Changing times and customer numbers • Updating customer contact details • Altering billing details or making a payment • Change or add special requests.

42. Maintain reservations Process to change or cancel reservations: • Always locate the original reservation • Verify that you have the correct guest • Discuss the changes to be made • Check whether it is possible to make these changes • Process cancellation and refund if applicable • Provide a cancellation number • Otherwise make changes or sell alternatives • Confirm changes and costs if any • Thank caller, close with a suitable phrase.

43. Maintain reservations Ways to follow up on unconfirmed reservations • Contact customers who have not paid for their reservations • Solicit payment or balance of payment • Advise the customer of the status of a reservation that has not been paid. It will not be guaranteed (or kept) for the arrival date without full payment • Make courtesy reminder calls • Advise the customer of the enterprise requirements for charges and cancellation fees.

44. Maintain reservations Update internal records, documents and files as required: • When new information is received update all records: • New information can arrive both from external sources or internally from other departments. • Remember you are “accumulating” a history on your customers • This may involve other departments within your establishment • File or store any “written” documents that arrive.

45. Maintain reservations Communicate reservation details to others • Different departments for different requests • Communication with other departments for a hotel reservation: • Front Office • Concierge • Housekeeping • Maintenance • Sales and Marketing (continued)

46. Maintain reservations • Accounting • Food and Beverage • Security • Management.

47. Maintain reservations Notify external organisations in relation to reservations: • It is always important to think about external organizations that will also be affected by reservations at your establishment • What impact would an international doctors conference involving over 500 delegates from all around the world arriving in your city for 4 days have on the local organisations?

48. Maintain reservations External organizations: • Airlines • Taxis, hire cars and bus operators • Local shops and restaurants • Tourist attractions • Travel agents • Doctors and Medical clinics.

49. Maintain reservations Activity Internal and external communications: • When a tour group arrives at your hotel what reservations related documentation needs to be distributed to the other departments within a hotel? • You book a yacht to take a group of people on a fishing trip for 2 nights. Describe the other business that would need to contribute to arranging for this yacht ready for the charter: • Identify the documentation you would need to send to each establishment to request their services.

50. Completion of unit: Receive and process reservations