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hamg 1313- front office procedures hotel reservations

Virginia Stipp Lawrence. 1. The Guest Cycle. Cycle StageDepartments1. Pre-arrivalReservations2. ArrivalUniformed Services/Desk3. OccupancyDesk / PBX /Cashier4. DepartureCashier / Services . Virginia Stipp Lawrence. 2. Front Office Systems. The System Influences The Guest CycleNon-automated (Manual)Semi-automated (Electro-mechanical)Fully automated (Computer-based).

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hamg 1313- front office procedures hotel reservations

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    1. HAMG 1313-Front Office Procedures

    2. Virginia Stipp Lawrence 1

    3. Virginia Stipp Lawrence 2 Front Office Systems The System Influences The Guest Cycle Non-automated (Manual) Semi-automated (Electro-mechanical) Fully automated (Computer-based)

    4. Virginia Stipp Lawrence 3 Front Office Computer Systems PMS: Property Management Systems Computer software package that supports a variety of hotel management activities. POS: Point-of-Sale Connects revenue centers to the front office for automatic posting of charges.

    5. Virginia Stipp Lawrence 4 Reservation Record Guest name & address Telephone number Group/company name Person making reservation Number in party Special requirements Expected arrival Number of nights Expected departure Room rate Reservation type Guarantee method

    6. Virginia Stipp Lawrence 5 Guaranteed Hotel holds room for guest Credit card ; Advance deposit; Corporate Guest is billed even if they do not use the room Non-Guaranteed Hotel holds room until 4 p.m or 6 p.m. Not accepted as hotel nears full occupancy Confirmed Hotel verifies that a guest has a reservation Can be guaranteed or non-guaranteed

    7. Virginia Stipp Lawrence 6 Block A number of rooms set aside for a group Booked Rooms actually reserved by group members Reservation agents should ask guests if they are associated with a group Cut-off Date Date when group blocked rooms return to hotel room inventory

    8. Virginia Stipp Lawrence 7 Displacement Turning away transient guests for lack of rooms due to group business Wash Booking fewer rooms than requested by the group based upon past group history

    9. Virginia Stipp Lawrence 8 Reservations Terminology Overbooking Accepting more reservations than rooms Walk Send a guest with a guaranteed reservation to another hotel Usually pay for room, cab and phone call No-show Guest who made a reservation but did not arrive Guaranteed reservations are still charged

    10. Virginia Stipp Lawrence 9 Reservation Reports Turnaway Report Tracks number of reservations refused because rooms were not available Revenue Forecast Report Multiply projected occupancy by room rates Expected Arrivals & Departures Lists check-ins, check-outs, and stayovers

    11. Virginia Stipp Lawrence 10 Potential Reservation Problems Errors in Reservation Records Should repeat information back to caller Jargon Misunderstandings Confirmed vs. guaranteed Adjoining, connecting, adjacent Central Reservation System Failures Miscommunication between CRS and Hotel Overbook or Underbook

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