Reservation Section of the Front Office
Introduction
The reservation section iis a critical part of the front office in a hotel,
responsible for booking rooms for guests. It serves as the first point of
contact and sets the tone for the guest’s experience. Efficient reservation
management ensures maximum occupancy and revenue while meeting
guest preferences and requirements.
Modes of Reservation
1. Direct Reservations: Guests book directly with the hotel via phone, email,
website, or in person.
2. Travel Agents: Third-party agents who book rooms on behalf of guests.
3. Corporate Reservations: Bookings made by companies for their employees
or clients.
4. Online Travel Agencies (OTAs): Platforms like Booking.com, Expedia, and
Agoda where guests can book rooms.
5. Central Reservation Systems (CRS): A centralized system that handles
reservations for multiple hotels within a chain.
Sources of Reservation
1. Walk-in Guests: Guests who arrive at the hotel without prior booking.
2. Telephone: Bookings made via phone calls.
3. Email: Reservations requested through emails.
4. Hotel Website: Direct online bookings through the hotel’s official website.
5. OTAs: Bookings through online travel agencies.
6. Global Distribution Systems (GDS): Networked systems used by travel
agents to book rooms.
7. Social Media: Bookings made through social media platforms.
Types of Rooms
1. Single Room: One single bed for one person.
2. Double Room: One double bed for two people.
3. Twin Room: Two single beds for two people.
4. Triple Room: Three single beds or one double and one single bed for three
people.
5. Suite: A larger room or series of connected rooms offering more space and
luxury.
6. Executive Room: High-end room with additional amenities and services.
7. Deluxe Room: A luxurious room with high-quality furnishings and
amenities.
Types of Room Rates
1. Maximum Rate: The highest rate charged for a room during peak seasons
or high demand.
2. Minimum Rate: The lowest rate charged for a room during off-peak
seasons or low demand.
3. Moderate Rate: A balanced rate between maximum and minimum, often
used during regular seasons.
Other Special Rates
1. Crib Rate: Additional charge for providing a crib in the room.
2. Extra Bed: Fee for an extra bed added to the room for an additional guest.
3. Airline Rate: Special rates offered to airline crew members.
4. Group Rate: Discounted rate for booking multiple rooms for a group.
Day Rate: A reduced rate for guests who need the room for a few hours
during the day, usually less than a full night’s stay.
Family Rate: Special rates for families that may include discounts on
additional rooms or amenities for children.
Discounts and Allowances
1. Early Bird Discount: Reduced rates for bookings made well in advance.
2. Last-Minute Discount: Lower rates for bookings made at the last moment
to fill empty rooms.
3. Long Stay Discount: Discounts for guests staying for an extended period.
4. Corporate Discount: Reduced rates for corporate clients or employees.
5. Seasonal Discounts: Special rates during off-peak seasons or holidays.
Group Reservation
Handling reservations for groups requires special attention. This includes:
- Negotiating rates and terms with the group leader.
- Coordinating room allocations and special requests.
- Providing group-specific amenities or services.
- Ensuring smooth check-in and check-out processes.
Taking Reservation on the Phone
1. Greeting: Start with a polite greeting and identify the hotel.
2. Information Gathering: Ask for details like check-in and check-out dates,
type of room, number of guests, and any special requests.
3. Confirmation: Repeat the information back to the guest to ensure
accuracy.
4. Payment Details: Collect payment information or guarantee methods.
5. Closing: Provide a reservation number and confirm any additional details,
thanking the guest for choosing the hotel.
