1. © 2009, Educational Institute Chapter 4 Reservations Managing Front Office Operations Eighth Edition (333TXT or 333CIN)

2. © 2009, Educational Institute 1 Competencies for Reservations 1.Discuss the sales dimension of the reservations process, outline the different types of reservations, and describe reservation inquiries and their distribution channels. 2.Describe the process of taking group reservations and discuss group reservation issues. 3.Identify the tools managers use to track and control reservations availability, and discuss the reservation record. (continued)

3. © 2009, Educational Institute 2 Competencies for Reservations 4.Describe policies and procedures surrounding the confirmation, modification, and cancellation of different types of reservations. 5.Explain the function of typical reservation reports, and summarize other reservation considerations. (continued)

4. © 2009, Educational Institute 3 Guaranteed Reservations Prepayment Credit and debit cards Advance deposit Voucher/miscellaneous charge order (MCO) Corporate

5. © 2009, Educational Institute 4 Distribution Channels Property reservations department Central reservations systems Cluster reservations office Global distribution systems Intersell agencies Internet distribution systems

6. © 2009, Educational Institute 5 Property-Direct Reservations Telephone Mail Property website Property-to-property Faxes Other sources

7. © 2009, Educational Institute 6 Central Reservations Systems Affiliate reservation network (hotel chains) Non-affiliate reservation network The Leading Hotels of the World Preferred Hotels & Resorts Worldwide Distinguished Hotels

8. © 2009, Educational Institute 7 Global Distribution Systems SABRE Galileo International Amadeus WorldSpan

9. © 2009, Educational Institute 8 Reservation Record Guest name Home/billing address Telephone number Company name and number (if appropriate) Name of person making reservation Number in party Arrival date and time Number of nights Type of reservation Special requirements Additional information, as needed

10. © 2009, Educational Institute 9 Typical Reservation Reports Reservation transactions report Commission agent report Regrets and denials report Revenue forecast report Expected arrival and departure lists

11. © 2009, Educational Institute 10 Other Reservation Considerations Legal implications Waiting lists Promotional packages Potential reservation problems

12. © 2009, Educational Institute 11 Potential Reservation Problems Errors in reservation record Misunderstandings due to industry jargon Miscommunication with central reservations system Online reservation failures