前台工作手册之三1.docx
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前台工作手册之三1.docx
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前台工作手册之三1
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FrontOfficeOperations前台工作手册之三1
前厅客房2007-12-0619:
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ReservationAvailability
Whenapropertyreceivesareservationinquiry,itisimportanttocomparethedatawithpreviouslyprocessedreservations.Processingareservationrequestresultsinoneofseveralresponses.Apropertycan:
Acceptthereservationasrequested.
Suggestalternativeroomtypes,dates,and/orrates.
Suggestanalternativehotel.
Inanyreservationsystem,itisnecessarytocloselymonitorthenumberofreservationsinordertocontroloverbooking.Ahotelshouldusecarewhenacceptingreservationsbeyondthepointwhereitsroomsareexpectedtobeoccupied.Somestateshavelawsconcerningguestswithguaranteedreservationswhodonotreceiveroomswhentheyarriveatahotel.Reservationsystemscanbeprogrammedtocloselymonitoroverbooking.
Comparinghistoricalreservationvolumesagainstactualarrivalscanproduceanoverbookingfactortoserveasabookingguideline.Dependingontheproperty’sno-showreservationhistory,managementmayallowthereservationssystemtooverbook.Overbookingisastrategyaimedathelpingthehoteltoachieve100percentoccupancybyhedgingagainstno-shows,cancellations,andunexpectedearlydepartures.Basedonhistoricaldataandtheexperienceofknowledgeablemanagers,reservationsystem,suchascompetitivepressures,weather,andotherissues.Whenbookingahotelslightlybeyonditsavailableroomcapacity,thesystemattemptstoensurethatasmanyroomsaspossibleareoccupied.
Overbookingshouldbeapproachedcautiously.Ifareservationsystemisallowedtobooktoomanyrooms,guestswithconfirmedreservationsmayhavetobeturnedaway.Thiscreatespoorguestrelationsanddiscouragesrepeatbusiness.Toproperlycontroloverbooking,managersmustmonitorreservationsystemactivityroomavailabilitybycontrollingbooking,blocking,andcancellationinformation.
ReservationSystems
Anin-housereservationsystemcankeepclosetrackofreservations.Systemscantightlycontrolroomavailabilitydataandautomaticallygeneratemanyreservation-relatedreports.Exhibit6,forexample,presentsadailyexpectedarrival,stay-over,anddeparturereport.ItshowsthatforJanuary19,19arrivals,83stay-overandfourdeparturesareexpected.Inaddition,thisreportprojectsestimatedroomrevenuebasedonreportedreservationinformation.Automatedsystemscanalsogeneratereportssummarizingreservationsbyroomtype,guestprofile,andmanyothercharacteristics.Thebiggestadvantageofareservationsystemistheimprovedaccuracyofroomavailabilityandrateinformation.Asreservationsagentsinputreservationsandreservationmodificationsorcancellationsintothesystem,theinventoryofavailableroomsisimmediatelyupdated.Inaddition,frontdesktransactionsinvolvingno-shows,earlydepartures,orwalk-inswillimmediatelyupdatethecomputersystemislinkedtothereservationsystem.Inthesehotels,theroomavailabilityisautomaticallysenttothesalessystemeverytimethereisachange.Salesmanagerscanreviewgroupandtransientavailabilitywithouthavingtocallthereservationsdepartmentforassistance.Inmoreadvancedhotels,mayprovidesalesmanagerswithguidelinesonwhatratestosellinordertoachievetheirrevenueobjectives.
Exhibit7showsaguestroomcontrollogfromahotelsalessoftwarepackage,foreachdayoftheweek,thescreenshowsaguestroomcontrollogfromahotelsalessoftwarepackage.Foreachdayoftheweek,thescreenshowsthetotalnumberofroomsstillavailableforsale,aswellasthenumberofroomsprotectedforfrontofficesalestotransientbusiness.Roomsalesarecoordinatedinrealtimeassalespeople,reservationagents,andthefrontofficemanagerhaveinstantaccesstothemostcurrentinformation.
Onceallroomsinaspecificcategoryaresold,thereservationsystemcanbeprogrammedtorefuseanyfurtherreservationsinthatcategory.Whencheckingavailabilityinaclosedcategory,areservationsagentmayreceiveamessagesuchasthefollowingdisplayedonthescreen:
Thecategoryofroomsrequestedisnotavailable.Somereservationsystemsareprogrammedtoautomaticallysuggestalternativeroomtypesorrates,orevenothernearbyhotelproperties.Systemscanbeprogrammedtoitemizeroomavailabilityforfutureperiodsandmaydisplayopen,closed,andspecialeventdatesforanextendedperiodsandmaydisplayopen,closed,andspecialeventdatesforanextendedperiodoftime.Opendatesrefertoavailableroomdays,whilecloseddatesdepictfull-houseforecasts.Specialeventdatescanbeprogrammedtoalertreservationsagentsthataconventionorlargegroupisexpectedtooccupythehoteleitherbefore,during,orimmediatelyfollowingacaller’srequesteddayofarrival.Inaddition,manyreservationsystemshaveamanagementoverridefeaturewhichenablesoverbooking.Thisoverrideprovisionshouldbeexercisedwithextremecare.
Reservationsystemsstorereservationrecordselectronically,therebyallowingthecreationofwaitinglistsforhigh-demandperiods.Thisfeaturecontributestotheprocessingofgroupreservationsandtheimplementationofrevenuemanagementstrategies.Thefuturetimeframefortrackingreservationsiscalledthereservationhorizonandmostautomatedsystemshavehorizonsoftwotofiveyears.
TheReservationRecord
Reservationrecordsidentifyguestsandtheiroccupancyneedsbeforetheguests’arrival.Theserecordsenablethehoteltopersonalizeand/orcustomizeguestserviceandmoreaccuratelyschedulestaff.Reservationrecordsalsocontainavarietyofdatathatcanbeusedtogenerateseveralimportantmanagementreports.
Reservationsagentsoronlineformscancreatereservationrecordsbasedoninteractionswithguestsonlyafterdeterminingthatarequestforareservationcanbemet.Theseelectronicrecordsinitiatetheguestcycle.Tocreateareservationrecord,thereservationssystemtypicallycapturessuchguestdataas:
Guestname(andgroupname,ifapplicable)
Guest’shomeorbillingaddress
Guest’stelephonenumber,includingareacode
Name,address,andtelephonenumberoftheguest’scompany,ifappropriate
Nameofandpertinentinformationaboutthepersonmakingthereservation,ifnottheguest
Numberofpeopleintheparty,andperhapstheagesofanychildren
Arrivaldateandtime
Numberofnightsrequiredorexpecteddeparturedate,dependingonhowthesystemisdesigned
Reservationtype(guaranteed,non-guaranteed)
Specialrequirements(infant,disabledguest,orno-smokingaccommodations)
Additionalinformationasneeded(methodoftransportation,latearrival,flightnumber,roompreference,emailaddress,andsoforth)
Ifaguestplanstoarriveafterthehotel’snormalreservationcancellationhour,theguestshouldbeinformedoftheproperty’spolicyfornon-guaranteedreservations.Oncethenecessaryinformationconfirmationnumber.Confirmationnumberassignmentprovidesboththeguestandthereservationsdepartmentwithauniquereferencetothereservationrecord.
Inthecaseofaguaranteedreservation,additionalinformationisgenerallyneededforthereservationrecord.Dependingontheguest’smethodofguaranteethefollowinginformationmayberequired:
Creditcardinformation:
Thisinformationconsistsofthecreditcardtype,number,expirationdate,andthecardholder’sname.Onlinereservationsystemsmaybeconnectedtoatransactionprocessingservicethatallowsforautomaticverificationofcreditcardinformation.
Prepaymentordepositinformation:
Thisinformationcomesintheformofanagreementfromtheguesttosubmitarequireddeposittothehotelbeforeaspecifieddate.Aproposedadvancedepositorprepaymentguaranteeshouldbecloselymonitoredtoensurethecorrectamountispaidbythedesignateddate;ifitisnot,thereservationmayneedtobecanceledorreclassifiedasnon-guaranteed.Ifthehotel’spolicyistocollectthedepositatthetimeofreservation,theguestshouldbenotified.Ifacreditcardisprovidedatthetimethereservationismade,thetransactionprocessingserviceswillpostthedeposittothehotelimmediately.
Corporateortravelagencyaccountinformation:
Thisinformationincludesthenameandaddressofthebookingcompany,thenameofthepersonmakingthereservation,andtheclient’scorporateortravelagencydirectbillingaccountnumber(ifpreviouslyassignedbythehotel).Forefficiency,thehotelmaypreloadanapprovedlistofcorporateandtravelagencyaccountnumberstoexpeditetheverificationprocess.Evenifthecorporationortravelagencydoesnotrequirebilling,atrackingaccountisusuallysetupinthereservationsystemtomonitorthebusinesstheyprovidetothehotel.Inhiswaythesalesofficewillhavetheinformationnecessarytonegotiateorrenegotiatecontractswiththesecompanies.
Reservationssystemsshoulddiscloseimportantaspectsofguaranteeingareservation.Guestsmustbeawarethattheiraccommodationswillbehelduntilaspecifictimefollowingtheirscheduledarrival.Guestsmustalsoknowthatiftheyfailtocancelthereservationbeforeaspecifiedtime,theymayforfeitthedepositorthehotelmaylevyachargeagainsttheguarantee.
Individualpropertiesandchainsmaydifferwithrespecttoquotingandconfirmingroomratesduringthecreationofareservationrecord.Althoughpublishedratesmaybesubjecttochangewithoutnotice,aratequotedandconfirmedduringthereservationsprocessmustbehonored.Reservationsystemsmustbecapableofmodifyingratesbasedonsuchfactorsas:
Supplementarychargesforextraservices
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