OPERATE A COMPUTERISED RESERVATIONS SYSTEM

OPERATE A COMPUTERISED RESERVATIONS SYSTEM
D1.HFO.CL2.02 D2.TTA.CL2.13 Trainer to introduce himself/herself to the class.

Subject elements This unit comprises three Elements:
Identify the features offered by a computerised reservations systems Operate the computerised reservation system Process reservations’ communications Trainer advises this Unit comprises three Elements, as listed on the slide explaining: • Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail • Trainees can obtain more detail from their Trainee Manual • At times the course presents advice and information about various protocols but where their workplace requirements differ to what is presented, the workplace practices and standards, as well as policies and procedures must be observed.

Assessment Assessment for this unit may include: Oral questions
Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from supervisor Trainer advises that assessment for this Unit may take several forms all of which are aimed at verifying they have achieved competency for the Unit as required. Trainer indicates the methods of assessment that will be applied to them for this Unit.

Element 1: Identify the features offered by a computerised reservations systems
Introduce topic. Class Activity – General Discussion Ask general questions: What is the purpose of a reservation system? How can reservations be made? Who normally handles reservations? What are features of computerised reservation systems?

Identify the features offered by a computerised reservations systems
Performance Criteria for this Element are: Explain the benefits of and barriers to using a computerised reservations system Identify the businesses that may use a computerised reservation system Describe the scope of a computerised reservations system Describe the functions that can be performed on a computerised reservations system Interpret the screens and displays available within a computerised reservations system Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Definitions What is a CRS? Computerised reservation system
What is a GDS? Global distribution system Class Activity – Explanation Explain these common abbreviations. What are their purposes?

Importance of a CRS Computerised reservation systems have become an essential part of any hospitality and tourism organisation It is a necessary tool to store and access a wide range of information, that can be easily accessed by a range of people in any location Class Activity – Explanation Why are they commonly used in industry?

Hospitality CRS Hospitality computerised reservation systems
A hotel reservation system, also known as a central reservation system (CRS) is a computerized system that stores and distributes information of a hotel, resort, or other lodging facilities Class Activity – Explanation What information is stored? How is it used?

Hospitality CRS Hospitality computerised reservation systems
What hospitality computerised reservation systems are used in the industry? Was is their function? Class Activity – Explanation Discuss the questions in the slide.

Hospitality CRS Hotel software system areas Property management
Accounting Internet/GDS reservations Central reservations Reception Class Activity – Questions What functions do these areas these CRS for? What information is needed in these areas?

Hospitality CRS Hotel software system areas Point of Sale (POS)
Spa, club and golf management Guest management Inventory management Yield/revenue management Class Activity – Questions What functions do these areas these CRS for? What information is needed in these areas?

Hospitality CRS Property Management Software (PMS)
One of the major types of hotel software used by the hotel industry is hotel property management software (PMS) PMS is a comprehensive software package that manages all aspects of hotel operations, which has front desk, and back office modules that handle reservations, guest profile/folio, reporting, night auditing, and housekeeping, accounting, payroll and asset and inventory management Class Activity – Questions What are examples of PMS software systems? Discuss the functions performed by a PMS.

Hospitality CRS Hotel reservation systems
For reservations, there are two types of hotel software: A CRS (central reservation system) An IBE (Internet booking engine) - an IBE allows guests to remotely make reservations accessing the hotel’s website Class Activity – Discussion Discuss the importance and impact of these software systems.

Hospitality CRS Modules in a hospitality CRS Reservations Profiles
Groups and blocks Rate and inventory control Administration Reporting Global distribution interface PMS interface Class Activity – Discussion Discuss what can be done by system in these modules.

Hospitality CRS Common CRS information
Information commonly stored in a CRS includes Room types Rate plans architecture Room rates and conditions Room inventories Generic hotel information Distribution content Reservation information Nearby IATA cities and airports Class Activity – Questions What specific information would you like stored for each of these areas?

Tourism CRS The Global Distribution System (GDS) is an e- commerce tool introduced by airlines to facilitate the booking of flights By definition a GDS is a computerised reservation system (CRS) in that it enables, for example, travel agencies to place bookings with travel suppliers and their booking systems via a worldwide distribution network Class Activity – Questions What are common tourism CRS’s that are used?

Tourism CRS There are four major Global Distribution Systems: Amadeus
Galileo Sabre Worldspan Class Activity – Demonstrate Trainer to show systems and explain the purposes and functions.

Tourism CRS Tourism CRS uses These systems enable travel agencies to:
Search lowest fares for nominated destinations Automatically re-calculate fares for changed itineraries Store client data and records Access world-wide options Class Activity – Questions Why are these functions important?

Tourism CRS Types of CRS bookings and reservations
GDS systems are capable of booking: One way and roundtrip airline seats Hotel rooms Rental cars Tours Cruises Class Activity – Questions Discuss the importance of being able to book these different products and services? How does it benefit the travel agent? How does it benefit the customer?

Tourism CRS Types of CRS bookings and reservations
GDS systems are capable of booking: Bus and rail tickets Insurance Limousines Event and theatre tickets Dining reservations Class Activity – Questions Discuss the importance of being able to book these different products and services?

Information within a CRS
Information contained within a CRS Destination information Availability and costs of any product/service Detailed product and service information Airfares and airline information Special offers and packages Transportation options Payment options Health and safety recommendations Class Activity – Questions What information is normally contained in a CRS for each of these points.

Benefits of a CRS Speedier processing of requests and bookings, ticketing and quotations Central location of information Integration with web-based/online booking systems Allowing multiple uses and multiple sites Preserving privacy and confidentiality through passwords, operator only designations and system administrator status Allowing pre-set limits/allocations/changes Class Activity – Questions Discuss these benefits How do they benefit the reservationist? How do they benefit the customer or end user?

Barriers of a CRS Cost of initial establishment Training of staff
System breakdowns and malfunctions Need for system back-ups, system maintenance and system updates Discrepancies occurring between properties using different systems Operational staff tend to focus on the screen instead of customer Class Activity – Questions How can you overcome or minimise these barriers?

Businesses using a CRS Retail travel agencies Hotels
Visitor information centres Airlines Coach companies Car rental companies Entertainment providers Class Activity – Questions and demonstration What do these businesses need a CRS for? What software packages are used by these businesses? Trainer to demonstrate or identify the different systems, their costs and their uses.

Businesses using a CRS Tour operators and wholesalers
Event coordinators Tour desk officers Operations consultants Owner operators of small tourism businesses Reservations sales agents Class Activity – Questions and demonstration What do these businesses need a CRS for? What software packages are used by these businesses? Trainer to demonstrate or identify the different systems, their costs and their uses.

Scope of a CRS Scope of a computerised reservation system
Scope of a computerised reservations system may be related to: Industry-wide access and use Use only within an individual property Agents Service providers Direct customer bookings Class Activity – Questions Discuss the differences in these uses? What does each of these users look for in a CRS?

CRS functions Functions performed on a central reservations system
Interrogating and amending existing data Making reservations, including group, individual, corporate, in-house, commission basis Amending reservations, such as extending or changing dates, altering flights, changing room numbers Determining vacancies and current level of availability, including tickets, seats, rooms Class Activity – Questions Discuss the importance of these different functions.

CRS functions Functions performed on a central reservations system
Recording customer details Recording special request details Creating internal and management reports Generating client histories and preferences Generating mailing lists Creating marketing information Preparing limited accounting statements Class Activity – Questions Discuss the importance of these different functions.

CRS functions Functions performed on a Hospitality CRS
What functions or information would be kept for these functions: Reservations Profiles Groups and blocks Rate and inventory control Administration Reporting Class Activity – Questions Discuss what functions would be performed for each of these areas. Refer to TM pages for examples.

CRS functions Functions performed on a tourism CRS
Understand system assumptions for a quote Interpret system codes and abbreviations Enter the relevant segment, passenger, destination and date details Create the quote Search the ‘best fare’ quote Cancel the quote Amend the quote Update the status of the booking Class Activity – Questions Discuss these functions

GDS training Specialised GDS training courses need to be undertaken to attain necessary competencies with individual GDS systems: What training would operators need to undertake? What do these need to know? Class Activity – Questions Discuss the questions in the slide. Where can tourism GDS training take place?

GDS training These specialised courses relate to the features and functions of the individual system and address topics such as: Key functions Encoding and decoding Status codes System help facilities Selling flights Creating and updating files E-ticketing System abbreviations Class Activity – Discussion of training areas Discuss these areas

Understanding CRS screens and displays
Interpret the screens and displays Regardless of the CRS system used it is important for users to be competent in being able to interpret the screens and displays relating to: Identifying menus and sub-menus Identifying information fields Identifying drop-down menus Identifying self-populating fields Class Activity – Discussion and practical demonstrations Trainer to show how to perform these functions Where possible, the audience should undertake training in these areas to become familiar with CRS screens and displays

Interpret the screens and displays Identifying multiple choice fields Identifying mandatory fields Identifying character limitations within information fields Using the toolbar menu and using keystrokes to access fields and menus Class Activity – Discussion and practical demonstrations Trainer to show how to perform these functions Where possible, the audience should undertake training in these areas to become familiar with CRS screens and displays

Interpret the screens and displays Differentiating between levels of authorization and access Creating and using passwords and User Identification to access screens and data Using system-specific techniques to move between fields and screens Class Activity – Discussion and practical demonstrations Trainer to show how to perform these functions Where possible, the audience should undertake training in these areas to become familiar with CRS screens and displays

Interpret screen displays Prompts Buttons/tabs Options Abbreviations Acronyms Questions Information fields Dates Class Activity – Discussion and practical demonstrations Trainer to show how to perform these functions Where possible, the audience should undertake training in these areas to become familiar with CRS screens and displays

In-house interpretations of displays Different establishments to describe and define certain fields with meanings and data, such as: Dates Prices Room types Room numbers Packages particular to their operational needs. Class Activity – Discussion and practical demonstrations How may this differ between organisations? Where possible, the audience should undertake training in these areas to become familiar with CRS screens and displays

In-house interpretations of displays Systems may have codes to depict various pieces of information such as: Different revenue stream Guest type Marketing information that the property seeks to capture Payment methods Booking source Class Activity – Discussion and practical demonstrations How may this differ between organisations? Where possible, the audience should undertake training in these areas to become familiar with CRS screens and displays

CRS training and support
Need for CRS training and support In order for any staff using a CRS system to become competent with the software being used in their workplace, they must: Obtain, read, refer to and use the User’s Guide/Manual for their system Obtain practical workplace training in the physical operation of the system Research, understand and utilise the software support provided by the system suppliers Class Activity – Question What is the importance of these training and support mechanisms?

Element 2: Operate the computerised reservation system
Introduce topic. Class Activity – General Discussion Ask general questions: What are the steps associated with taking reservations? What information is collected or recorded by reservationists? What information is given to customers?

Operate the computerised reservation system
Performance Criteria for this Element are: Access the computerised reservations system Investigate information contained within the computerised reservations system Check whether or not a reservation can be taken on the computerised reservations system Accept and create a reservation on the computerised reservations system Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Operate the computerised reservation system
Performance Criteria for this Element are: Retrieve a reservation on the computerised reservations system Amend a reservation on the computerised reservations system Print reservation details from the computerised reservations system Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Importance of reservations
Role of reservations The reservations department is a vital link in any hotel operation The reservations area is where guests have their first contact with an organisation and therefore make their first impressions Class Activity – Question How can you make this initial contact with the customer a positive one?

Importance of reservations
Role of reservations Three key roles of reservations is to: Providing relevant information Encouraging the sale Making the booking Class Activity – Question What information is often requested or provided during a reservation? How can you encourage a sale? What information needs to be recorded when making a booking?

Passwords Passwords and User IDs
Why is it important to have passwords? How often should they be changed? How else can you protect the privacy of information on the system when you have ‘logged into the system’? Class Activity – Question Discuss the questions in the slide.

System information Investigating information
Investigate information may include: Applying access codes Interpreting and using on-screen prompts to determine required information Interpreting and applying on-screen abbreviations, acronyms and options Class Activity – Demonstration Trainer to demonstrate how to undertake the activities identified in these points.

Accessing system information
Investigating information Using navigation tools such as buttons and tabs Applying correct date formats within the system Adhering to system protocols and field size limitations Completing required fields Describing the field and menu links available between screens Class Activity – Demonstration Trainer to demonstrate how to undertake the activities identified in these points.

Using system features to access a range of information Typically a receptionist with responsibility for bookings will repeatedly be involved in: Checking for room availability on the required dates Entering the guest and reservation details Varying the booking as required Checking the guest in Posting charges to guest folios Preparing and presenting guest accounts Accepting payment Checking the guest out Class Activity – Demonstration Trainer to demonstrate how to undertake the activities identified in these points. What is involved in taking a travel related or airline reservation?

Example – Front Office information that can be accessed Folio clearance Night audit information Room charge update Rooming rebuild/calendar update Transaction summary Internal management reports Class Activity – Demonstration What is the importance of these areas? What information needs to accessed within these areas and why?

Checking reservation availability
The balancing act of reservations When times are busy, the reservations team must try to fill the hotel whilst: Filling hotel rooms at competitive rates Not overbooking the hotel Generating higher room rates Class Activity –Questions How does reservations do this?

Importance of checking reservation availability All booking requests must be checked on the system before they are accepted Whilst in most cases hotels or other hospitality and tourism businesses will try to find a way to ensure a reservation can be taken, at times however this is not possible Class Activity –Questions Why is it not possible to take all reservations? How can you check availability?

Methods of booking Requests for bookings can come via the following mediums: Telephone Fax Internet Face-to-face walk-in enquiries Mail Class Activity –Questions Which is the most popular method and why? How should each of these methods be handled?

Sources of bookings System referrals from other properties in the chain Travel agents Tour operators Airlines Family and friends of the guests The guest themselves Businesses Groups Class Activity –Questions What types of bookings are taken from these sources? Besides the booking of hotel rooms, what else needs to be booked or arranged?

Obtaining the basic reservation information In order to check room availability you must determine: Date of the first night Date of the last night Type of room sought Name of guest or business seeking accommodation Identifying if they are a VIP, ‘blocked’ or ‘black listed’ Identification of any other potentially limiting factors Class Activity –Questions & Practical What types of people will always be guaranteed a room? Why would someone be blocked’ or ‘black listed’ ? What are other potentially limiting factors? Trainer to show class how to check availability of rooms.

Considerations Minimum stay lengths/minimum nights Peak time/prime time Stops/stop sell Class Activity –Questions What are these considerations? Why do they exist? When would they be in effect?

Creating new reservations
Information to record Date of arrival Date of departure Estimated Time of Arrival (ETA Estimated Time of Departure (ETD) Number of nights Name in full Personal details Room type Number of adults and children Class Activity –Demonstration and Practice Trainer to show audience to take a reservation. Audience to practice taking a reservation.

Information to record Passport/ID number Package type Room rate Method of payment Booking taken by Notes/comments Room number Marketing information Class Activity –Demonstration and Practice Trainer to show audience to take a reservation. Audience to practice taking a reservation.

Types of reservations Airline seats Hotel rooms and accommodation at other facilities Rental cars and other vehicles Transportation Transfers Entertainment Tours and cruises Class Activity –Questions, Demonstration and Practice What information is required when taking these types of reservations? Trainer to demonstrate and audience to practice.

Types of reservations Entrances to tourist attractions, tourism sites or other sites of interest or significance Travel insurance Tour guiding services Activities Meals Functions Special items with customer’s corporate branding Class Activity –Questions, Demonstration and Practice What information is required when taking these types of reservations? Trainer to demonstrate and audience to practice.

Types of reservations Special events Venue facilities Convention facilities Speaker services Audio-visual services Meeting or event equipment Special event consumable items Food, beverage and general catering Class Activity –Questions, Demonstration and Practice What information is required when taking these types of reservations? Trainer to demonstrate and audience to practice.

Handling special requests Disabled room Room that has a balcony or outside are where people can smoke Cot or high-chair Fold-away bed Champagne and chocolate on arrival or at nominated times Fresh fruit platter in the room Flowers Class Activity –Questions, Demonstration and Practice How do you handle these special requests? Who needs to be contacted to arrange these special requests? What are common prices or policies relating to these special requests? Trainer to demonstrate and audience to practice.

Handling special requests Room facing the ocean or garden or some other identified aspect Interconnecting rooms Adjacent rooms A room located away from the lift Bed board Extra clothes hangers Glass vases Class Activity –Questions, Demonstration and Practice How do you handle these special requests? Who needs to be contacted to arrange these special requests? What are common prices or policies relating to these special requests? Trainer to demonstrate and audience to practice.

Handling special requests Voltage converters (240 to 220 volt) Iron and ironing board Booking in the dining room Special food and beverages Mobile phone rental Class Activity –Questions, Demonstration and Practice How do you handle these special requests? Who needs to be contacted to arrange these special requests? What are common prices or policies relating to these special requests? Trainer to demonstrate and audience to practice.

Retrieving reservations
Reasons to retrieve a reservation Once a reservation has been made, you may need to retrieve it so as to: Convert a tentative booking into a confirmed one Modify the booking in one of many ways as advised by the guest Add an advanced deposit Cancel a reservation Allocate a room Effect a room change Class Activity –Demonstration and Practice What actions need to take place when undertaking these tasks. Trainer to demonstrate and audience to practice.

Amending reservations
Types of amendments Cancelling the reservation Changing the date/s Changing times Changing customer names Changing the number of people Adding children or additional customers Class Activity –Questions, Demonstration and Practice What actions need to take place when undertaking these amendments? Trainer to demonstrate and audience to practice.

Types of amendments Changing seating arrangements Adding special requests Seeking a variation in rate Splitting a reservation Entering a deposit paid Class Activity –Questions, Demonstration and Practice What actions need to take place when undertaking these amendments? Trainer to demonstrate and audience to practice.

Types of amendments Changing the itinerary Adding/deleting products or services Entering invoice and payment details Entering ticketing and voucher details Cross-referencing multiple bookings Class Activity –Questions, Demonstration and Practice What actions need to take place when undertaking these amendments? Trainer to demonstrate and audience to practice.

Print reservation details
Reasons for printing reservation details Why does a reservation need to be printed? Who needs this information? How do we give confirmation information to customers? Class Activity –Questions Discuss the questions in the slide

Element 3: Process reservations’ communications
Introduce topic. Class Activity – General Discussion Ask general questions: What communications are there? How are they to be communicated? Who are they communicated to?

Process reservations’ communications
Performance Criteria for this Element are: Print reports from the computerised reservations system Create and process internal communications using the computerised reservations system Respond to external requests for information using the computerised reservations system Create and process communications for external consumption Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Print reports Importance of reports What reports are printed?
What information does it contain? Who needs this information? Class Activity –Questions Discuss the questions in the slide

Print reports Purpose of reports Reports can be used:
For the purposes of comparing cost from various product suppliers Determining usage rates for various product suppliers To help negotiate rates To determine the currency of information held in the system Class Activity –Questions Discuss the purposes of reports

Print reports Categories of reports
Depending on the system being used, it is possible that available reports may include: Accounting reports Sales reports Reservation reports Class Activity –Questions What are common reports under each of these categories?

Print reports Examples of common reports Expected arrivals Reservation
Property forecast Total booking activity Stay activity Monthly booking activity summary Class Activity –Demonstration Trainer to show how to print these reports. Trainer to explain what information is contained within them. Trainer to explain who may use these reports.

Print reports Examples of common reports
Daily booking activity summary Property detail Property detail - room and rate information Agent activity Automatic allotment release Delivery queue purge Class Activity –Demonstration Trainer to show how to print these reports. Trainer to explain what information is contained within them. Trainer to explain who may use these reports.

Print reports Examples of common reports Guest folios/accounts
Account balance Future summary period statement Guest details Guest revisits Class Activity –Demonstration Trainer to show how to print these reports. Trainer to explain what information is contained within them. Trainer to explain who may use these reports.

Print reports Examples of common reports Occupancy reports
Corporate reports/business reports Marketing reports Forward reports/future projections Mailing list Guest requests Class Activity –Demonstration Trainer to show how to print these reports. Trainer to explain what information is contained within them. Trainer to explain who may use these reports.

Create internal communications
Purpose of internal communications Internal communications may relate to: Providing designated information, data and statistics to other nominated staff who are linked to the system Providing system update information to other departments within the enterprise to allow them to plan for changing booking levels Class Activity –Questions What are examples of common internal communications?

Purpose of internal communications Ensuring only designated material is available and accessed Ensuring currency and accuracy of material Requiring confirmation of data sent to others Class Activity –Questions What are examples of common internal communications?

Types of internal communications The possible list of things that may need to passed on to other departments is endless, but traditionally they can be seen to be classified as: Special requests Timing details Special needs Payment arrangements Entertainment Information relating to individual customers Class Activity –Questions What are examples of these common internal communications?

Communicating details to appropriate departments and colleagues What information do the following departments need in relation to reservations Housekeeping Food and beverage Front office Sales and marketing Car parking Valet Class Activity –Questions Discuss the question in the slide and compile a list of required information for each department listed. How can these get this information?

Types of internally used generic reports Arrivals report Departures report No show report Room status report Special requests report Occupancy forecast report Average room rates report Class Activity –Demonstration Trainer to show how to print these reports. Trainer to explain what information is contained within them. Trainer to explain who may use these reports.

Types of internally used generic reports Multiple or double room occupancy report Guest list by name report Guest list by room report Travel agents’ commission report Special packages report Market segment report Rooms out of order report Class Activity –Demonstration Trainer to show how to print these reports. Trainer to explain what information is contained within them. Trainer to explain who may use these reports.

Types of internally used generic reports Daily room revenue summary report Daily revenue summary report Weekly trading summary report Monthly trading summary Year-to-date report In-house activity report Class Activity –Demonstration Trainer to show how to print these reports. Trainer to explain what information is contained within them. Trainer to explain who may use these reports.

Responding to external requests
Besides preparing information for internal purposes, a hospitality or tourism establishment may also prepare and present property information for the advice and consumption of external people such as: Businesses Suppliers Individuals Class Activity –Demonstration What are examples of businesses? What are examples of product and service suppliers? What types of requests do they have?

Types of external communication or requests received Types of communication or requests received by external persons include: Booking requests Confirmed bookings Mail or s seeking more information or clarification of product knowledge Class Activity –Demonstration What type of product knowledge do reservations need to know?

Product knowledge information Room rates Room types In-room facilities Room aspect Smoking Class Activity – Research activity In relation to one hotel in the region, the audience is to gather product knowledge that they would use if they were reservationists.

Product knowledge information Disabled rooms Establishment facilities In-house attractions Local attractions and major events Physical location of the property Class Activity – Research activity In relation to one hotel in the region, the audience is to gather product knowledge that they would use if they were reservationists.

Interpreting communications Whilst the majority of communications will be relatively simple to interpret and understand will be some that present problems or challenges such as: Information, advice or communications that arrives in a foreign language Rate queries, currency differences and money-related issues Requests for interpretation, explanation and applications of industry terminology that others are not familiar with Information provided in coded or abbreviated format Class Activity – Discussion Discuss these potential problems and how you can overcome them.

Responses and actions to requests There are a number of responses or actions that are appropriate for dealing with requests or information received by external people. In the case of a travel company this can include: Providing destination and specific product information and advice Accessing and interpreting product information Booking hotel rooms Selling tourism products to the customer Class Activity – Detail / Demonstration Trainer to detail or demonstrate how to undertake these actions in responses to requests

Responses and actions to requests Preparing quotations Constructing airfares Booking and coordinating a supplier service for the customer Issuing customer travel documentation Issuing crew documentation Issuing air ticket Class Activity – Detail / Demonstration Trainer to detail or demonstrate how to undertake these actions in responses to requests

Responses and actions to requests Organising functions Processing and monitoring meeting or event registrations Purchasing promotional products Hiring special equipment Class Activity – Detail / Demonstration Trainer to detail or demonstrate how to undertake these actions in responses to requests

Communications for external consumption
Information for external consumption Besides handling external requests, reservation staff will also need to produce communications that are used by a wide range of external persons: What are examples? Class Activity – Discussion Discuss the question in the slide.

Processing information for external consumption Primarily, the processing of communications which is to be used by external businesses and individuals involves: Responding to system-related queries Accepting, confirming, denying, amending or following-up reservations Forwarding sub-menu bookings Translating communications from/into other languages Converting currencies Integrating updates from suppliers Class Activity – Discussion Discuss these types of information. Who would need this information? How can you get this information to the intended audience?

Processing information for external consumption Negotiating new deals based on new information or emerging trends for listing Adding distribution channels to the CRS network Generating invoices, accounts, folios and statements and distributing them as required Generating and distributing relevant reports to other system users, affiliates, partners or related businesses Class Activity – Discussion Discuss these types of information. Who would need this information? How can you get this information to the intended audience? This is the conclusion of the subject. Thank the audience and deliver assessments as required.

OPERATE A COMPUTERISED RESERVATIONS SYSTEM

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OPERATE A COMPUTERISED RESERVATIONS SYSTEM

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