1. WWW.LRJJ.CN Reservations

2. WWW.LRJJ.CN Reservation and sales Much of the responsibility associated with projected room revenues and profitability analysis has shifted and now resides within the reservation department Gathering forecasted sales information and using it to determine pricing or room rate strategies often referred to as revenue management. Reservation Manager always monitors group and non group business and informs the sales of room availability.

3. WWW.LRJJ.CN The Role of the Sales Department Sales Department is a primary source of reservations for the hotel Generating sales from MICE, corporate, leisure, and group market. Traditionally, reservations department was part of front office, however nowadays it is part of sales department Reservations agents are not order-takers, they are trained in sales techniques.

4. WWW.LRJJ.CN Types of reservations Guaranteed reservation  Prepayment – full payment  Credit card guarantee  Advanced deposit – A specified amount of money  Travel agent guaranteed  Voucher from the travel agent  Corporate guaranteed reservation Non-guaranteed reservation (confirmed)

5. WWW.LRJJ.CN Reservation Inquiries Distribution Channels Property Reservation Department Telephone Fax Mail Property Website Property to Property

6. WWW.LRJJ.CN Sources of Reservations Variety of Market Segments: Corporate Clients Social/Military/Educational/Religious/ Fraternal (SMERF) MICE Group Travelers Leisure Travelers Current Guests

7. WWW.LRJJ.CN Reservation Process Greet the caller Identify the caller’s needs Provide an overview of the hotel’s features and benefits Make a room recommendation Gather the reservation information Close the sale Thank the caller

8. WWW.LRJJ.CN Forecasting Reservations Forecasting (rooms forecast) – projecting room sales for a specific period Importance of projected room revenue and ADR – General Manger, Financial Controller, Owners Importance of house count – Front Office, Food and Beverage, Housekeeping, Engineering

9. WWW.LRJJ.CN Overbooking – Occupancy Management Overbooking – accepting reservations for more rooms than are available Confirmed/guaranteed/stayovers/understays(early departure)/overstays (extended stay)/walk-ins Occupancy Management formula Total number of rooms expected to be occupied (reserved +stayovers) -No-show rooms (based on historical data) + Predicted overstays - Predicted understays - Cancellations = Total number of rooms expected to be occupied after the adjustments Total rooms inventory for the hotel - Out of Order rooms = Total number of rooms available for sale Additional number of rooms to be reserved for the night = Total number of rooms available for sale – Total number of rooms expected to be occupied after the adjustments

10. WWW.LRJJ.CN Room Overbooking Control Contact the due out guests as early as possible Double check with Engineering and Housekeeping Manager the likelihood releasing any of the out of order rooms and communicate with Housekeeping to clean the early check out room as soon as possible Close all the “cheap rate” in order to maximize revenue Realize the reservation history of the hotel and forecast the room sold situation correctly Verify the categories of all bookings and decide which guests can be walked out, set an appropriate priority Compare information in the rooms availability, the housekeeper’s report, and guest folios for discrepancies in occupancy status. Monitor the non-guaranteed reservations after 18:00 Monitor the waiting list booking after 18:00

11. WWW.LRJJ.CN End of Reservations