Taking a reservation
Taking a Reservation
A room reservation is a booking for potential guests who are due to check in on a particular date. Although the reservations department is responsible for taking reservations, room bookings are taken by the front office service associate directly at the front desk or through the phone after the operation hours of the reservation department.
Procedure of taking a reservation:
1. Obtaining guest details
When creating a reservation, the more information obtained, the better it is for accuracy purposes (Ensure that the guest is always addressed by his name at all times.
Obtain guest name and company name. Inquire if the guest has been here before or if it is first time staying with the hotel.
Obtain the arrival and departure dates. Once obtained, check the room availability in the system.
Obtain the room type requested from guest and check for detailed.
Obtain the expected time of arrival of guest and preferably the flight time if applicable.
Inquiry of the method of payment and try to guarantee the reservation if possible. For this, either a prepayment or the guest’s credit card details are necessary.
Confirm the total number of persons who would be occupying the room.
Obtain guest’s contact number just in case guest needs to be contacted.
Inquire if there are any requirements or if any other arrangements would be necessary.
2. Confirming the room rate
Several room rates might apply for the guest depending on the type of guest he is.
If guest is a returnee, search for his personal profile in the system.
If guest is a first timer and do not have a corporate rate with the hotel, then the rack rate or any promotional rate could be offered.
Always confirm the room rate with the guest upon confirming the reservation.
Use Phrases such as:
“Mr. Brown, your reservation for a deluxe room is confirmed for the 4th of December for three nights. Your room rate is confirmed at USD 200 Nett per night. You will be arriving at 3.00pm with your wife and will require a king Size Bed. Would that be alright?”
3. Confirming the reservation
Once all details have been verified, assure the guest that his reservation has been confirmed and reiterate all details again. Thank the guest for choosing the hotel and wish him a pleasant day.
4. Creating the reservation
After all the necessary details have been obtained, create the reservation in the system.
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