FIRST CITY
PROVIDENTIAL COLLEGE
RESERVATION
Anne Michelle J.
RESPONSIBLE AREAS FOR RESERVATION
FLOW
FRONT DESK CASHIERING
RESERVATION CONCIERGE
BELL SERVICE AIRPORT/
TRANSPORT
TELEPHONE BUSINESS
EXCHANGE CENTER
Bell boy / Doorman
Reservation
F.O. Cashier Desk Clerk
Bell boy Desk Clerk
Bell boy/ Cashier
Housekeeping
Cashier All Staff
TYPES OF ROOM
RESERVATION
1. Regular
2. Confirmed
3. Guaranteed
PROCESSING
RESERVATION
- The reservation clerk shall maintain a complete
and update reservation filing system
1. Individual Reservation Forms or Cards
- Details of bookings
- Filled up by the reservation clerk
- basis for preparing the daily arrival list
FCPC Hotel
Reservation Form
RSVN No. 0543
Guest name/s: James Chap
Company: Hayden’s Company Nationality: Filipino
Address : Pobres Park, Metro manila Tel. No. 724-10-10
Booking Person: Kring Kring Aquimo Contact No.: 09290000000-
Arrival date: July 22 Time: 22:00
Flight No.: Origin: Philippines
Departure Date: July 24 No. of room nights: 2
Guest Type ( ) FIT ( X) corporate Account
( ) Airline Crew ( ) Sariling Atin
( ) Travel Agency Account ( ) Balikbayan
Billing Arrangement ( ) cash ( X ) Charge to company (send bill)
By Company/ Individual: Pnoy Corporation
Account Number: 000-6969-0070
Applicable discount if any: 10%
Remarks: Special arrangement if any: Prefer room at lower level
Room Type No. of Pax Room RateRoom No.
Double Deluxe 10 P 3,000 205 - 210
Received/entered by: Hayhay De Asis FAX ( X ) confirmed ( ) to be confirmed ( )
Approved by: Bhoy Abandone
2. Reservation Chart
- records of rooms reserved each day
- records of available rooms for present
and future dates.
- status of room booking is also indicated
- maybe confirmed or tentative
Purpose: the chart can help the clerk determine whether or not
reservations can still be accepted for a certain date, or will be
wait-listed or refused.
Reservation Chart
Use Code: T - Tentative OO - Out of Order
C - Confirmed HU – for house use
DATE TW- DBL DBL TW DBL JUNI Exe Adjoi Famil
S STD STD STD DE DE OR Suite ning y De
LUX LUXE SUIT Room luxe
E E
101 102 103 104 105 106 107 108 109
1 T C C BPI OO
Alpha Jose
Cruz
2
3 HU - C C
GM Lacson Santos
4 OO OO
5 G M/Chu C Ang
Landb C
ank
6 ADR - HU OO
C GM
3. Reservation Racks and Reservation Slips
• Manually Operated
- this slip is placed in the corresponding room number that is
blocked for the arriving guest.
- Alphabetically arranged by last name and by month.
• Computerized
- computerized room status bulletin is used.
• Non-arrival of expected guest
- “No Show “ slip is prepared and forwarded to the Room
Reservation Section
• Rebooking
- Pulled out and enter to the new arrival date
4. Hanging Folder
- Records and letters pertaining to guest reservations are
kept.
5. Confirmation Notice Form
- serve as a written evidence of agreement or contract and
works to the advantage of both parties.
6. Reservation Diary
- Used In small hotels with few rooms.
- Used to record daily room bookings or reservations.
CONFIRMATION OF RESERVATIONS
Dear Ms. Vicky Belog
Thank you for making reservations with FCPC Hotel. Details of your room reservations are
outlined below. Please call us should you have some questions or changes to be made.
Name of the Guest: James Chap
Address: Pnoy Corporation, Metro Manila
Date of Reservation is received: June 26, 2010
Conatct person: Ms. Hayhay de Asis Tel. No. 09211111111
Date of Arrival:22-Jul-10 Date of departure: 24-Jul-2010
Num of Room Nights: 2 No. of persons: 10
Room Type: Double De Luxe No. of Rooms: 5
Room No. 205 -210 Rate: P 3,000 / room
Billing arrangement: Charge to Pnoy Corporation
Other agreed upon arrangement: Send bill to company except bills for tel. and laundry
Approved by:
Front Office Manger
Reservation Diary
Monday – 24 June, 2010 Tuesday 25 June, 2010
Room Room Name of Room Room Room Name of Room
NUm Type Guest rate NUm Type Guest rate
101 TWL MR. Kho P 3,000 101 TWL MR. Kho P 3,000
102 DDL Ms. Sy P2,500 102 DDL Pnoy Corp P 2,
Sources of Avenues for Room Reservation
1. Letter
2. Email / Internet
3. Fax
4. Telephone
5. In Person
6. Computer terminals
7. Central Booking Offices
Regular reservation
Tel. Operator: FCPC Hotel, Good Morning how may I help your?
Guest: I’m _____________, I would like to make a reservation.
But first may I know the room rates?
Tel. Operator: Sir the available rooms that we have are single
standard room for 1,500, single deluxe room for 2,500.
Double standard 3,000 Double deluxe P 3,500, Twin room
4,500 and other inclusions depending on the package like,
full board meals, free use of swimming pool and gym, and
20% discount in our FCPC Spa.
Guest: I would like to ask what’s the difference bet the two
single rooms that you’ve mentioned.
Tel. Operator:
Oh ok ma’am, single standard room with single bed, no T.V and no
bath tub unlike the single deluxe room with t.v and sky cable
and aside from that it has separate door for shower and toilet.
Guest: Oh now I know………thank you
Tel Operator;
Ok ma’am by the way can I have your full name with middle
initial also your contact number ma’am.
Guest: ________________ from ______________________ and
my cel num. ____________________
Tel Operator:
Sir your name spells ____________________
Guest: Yes, exactly! Thank you I’ll call again, by the way can I
have your name please…
Tel Operator: I’m _______________ma’am….thank you for
calling Ms._______________ and I’m looking forward to
talk to you again have a nice day ma’am.
Guest: Ok bye!!
Confirmed Reservation:
Tel. Operator: FCPC Hotel, Good Morning how may I help your?
Guest: I’m _____________, Im looking for Ms._____________, I’ve talked to
her last week regarding single deluxe room.
Tel. Operator: Good morning Ms._________________ . _____________
speaking how may I help you ma’am?
Guest: Good morning Ms.______________, about the single room I would like
to request for a quotation so that I can have a clear picture of the accounts.
Tel Operator: When would it be Ms.______________, and for how many nights
and days? And for how many persons?
Guest: 2 days and 1 night this coming August 29, 2011, actually were 5.
Tel. Operator: Can you please hold on for a while Ma’am I’ll double check the
records.
Guest: ok
Tel Operator: Hello Ms.__________, we have two single deluxe room
available on August 29, you can have it….1st room with 2 persons and the
2nd room for 3 persons we’ll just add a portable bed, if that’s ok maam?
Guest; You mean will have a separate room?
Tel Operator: Yes ma’am, but if you like ma’am we have an available double
deluxe room were all of you can stay there and will just add a portable
bed.
Guest; How about the cost of that room.
Tel Operator: If you like Ms._____________I’ll send you 2 quotations, for
single deluxe and double deluxe so that you can decide.
Guest; please do so…….
Tel Operator: Ok ma’am..can I have your email address?
Guest; my email address is ______
Tel Operator: Your email address ma’am is ___________, did I hear it right
Guest; yes
Tel Operator: Ok ma’am, I’ll send it today. Please call as within
this week for confirmation of your reservation so that I can
block the room on Aug. 29, 2011..Thank you for calling
Ms.____________, have a nice day
Guest; Thank you Ms._____________, I’ll inform you as soon
as a receive the quotation so that I can decide immediately.
Tel Operator: Ok Ms._________,Thank you for calling FCPC
Hotel..
After 3 days…………………………..
Tel. Operator: FCPC Hotel, Good Morning how may I help your?
Guest: I’m _____________, Im looking for Ms._____________, I’ve talked
to her 3 days ago regarding my reservation this coming Aug. 29.
Tel Operator:
Good morning Ms.____________, ______________ speaking!!
Guest: Ms.___________ good morning, I would like to reserve the double
deluxe room, thank you for the quotation you’ve send me and inclusions
in the package I’m really thankful……I cant imagine I’m just adding 1
thousand pesos for that room with breakfast and free use of the
swimming pool thank you very much Ms.____________.
Tel Operator: It’s a pleasure serving you ma’am, I’ve just included the
weekday package that our hotel offers to our guest.
Guest: Oh that’s great, You mean I availed the weekday package, that’s
great….thank you !!!
Tel Operator: Your welcome Ms._________It’s a pleasure in our part
that you have confirmed your reservation….. I’ll send you the
contract, personal information sheet and total amount as well as the
rules and regulations. Please sign it and send it back to us. About
the payment ma’am, you can pay your full account through bank.
You can pay to the nearest BDO, our BDO account is 9999-8888-
00 under the name, FCPC Hotel….. After that please fax the
receipt in our fax num 872-99-43 ma’am. Then I’ll call you back as
soon as I received the receipt as a proof of guaranteed reservation.
Guest: Ah ok, that’s good it’s a lot easier for me, I thought I need to
personally go to your hotel, thank God it was a big relief, thank
Ms._____________
Tel Operator: The pleasure is ours ma’am. Feel free to call us again if
you have any inquiry.
Guest: ok bye
GUARANTEED RESERVATION
July 30, 2011
Tel Operator: Good morning, I’m looking for
Ms._____________, this is Ms.____________ of FCPC hotel
Guest: Ms._____________ good morning, did you receive my
fax?
Tel Operator: Yes ma’am, that’s the reason why I called you
ma’am to inform you that I’ve received the copy of your
receipt. You have now a guaranteed reservation. See you this
coming August 29, Ms.________________.
Guest: Ok thank you, see you too!
Reservation – front Office
Front office: Good Morning, front office.
Reservation: Good Morning, We have a confirmed reservation
this coming August 29, 2010 under the name of
______________. Double deluxe room 201, check-in time
will be 1:00 p.m.
Front Office: Ok can I have his full name again?
Reservation: Mr.___________________....I’ll send you the copy
of his reservation form to complete his port folio.
Front Office: Ok thank you
Reservation: Your Welcome
Responsibilities of Tourism
• Tourism is the temporary short
term movement of people to
destinations outside the places
where they normally live and
work and their activities during
their stay at these destinations.”
Characteristics of Toruism
1. Tourist product is a Service
-intangible item
- purchase of package tour involves as high degree of TRUST
2. Tourist Products is Largely Psychological in its attraction
- temporary use of a strange environment plus the culture and
heritage of the
- Region and other intangible benefits such as atmosphere and
hospitality.
[Link] product tends to vary in standard and quality
over time
- example a good flight may be turn into a
nightmare
- A good room in a hotel maybe spoiled by poor
food
- A holiday in seaside maybe prolonged by a rainy
spell4
4. Tourist Product is fixed
- number of rooms is fixed and if cannot meet by
the demands of tourist
- During particular season
Importance
1. Contributions to • Through earning a much needed foreign
the balance of currency in
payments international trade.
• International tourism is the best means
to spread wealth
• bridging the economic gap bet. Rich
2. Dispersion of and poor nations and lead to the
development development of different industries and
other activities
Importance
4. Employment • Tourism can provide and resolve high
Opportunities rate of unemployment
• Social exchange takes place through
5. Social Benefits social structure and way of life of local
residents with contact to tourist they
carry with them the new Habits and new
outlook on life when they return home.
Importance
• Sharing and appreciation of cultures.
6. Cultural It also contributes to the preservation
enrichment and development of worlds cultural
heritage. It encourages the
government to preserve historical
sites and monument
Importance
• Sharing and appreciation of cultures.
6. Cultural It also contributes to the preservation
enrichment and development of worlds cultural
heritage. It encourages the
government to preserve historical
sites and monument
• provide up to date information for
7. Educational enhancing the Knowledge and
Significance skills required for the development
of tourism Industry.
• International conferences,
seminars and study trips each year.
8. A Vital force for • International brotherhood ad
peace world understanding.
