OPERATE
COMPUTERIZED
RESERVATION SYSTEM
FRONT OFFICE SERVICES
Hotels use a variety of computer systems to
manage operations of their front office. These
management systems manage a variety of tasks.
Large hotels now operate a computerized
booking and reservation system and no longer
use the Room Status Rack because all room
bookings, cancellations, amendments and
changes in room status are directly encoded in a
computerized room status bulletin/file.
TYPES OF RESERVATION SYSTEMS
• Property level / PMS – Property
Management System
• Central Reservation System (CRS)
• Global Distribution System (GDS)
• Internet Distribution System (IDS)
PROPERTY LEVEL / PMS – PROPERTY
MANAGEMENT SYSTEM
Property Management System is a local
administration system in the hotel. This is use for the
management of the hotel occupancy, check in/out,
guest profile report generation. This also to control
onsite activities. This type of reservation system could be
used by the front office and accounting transactions and
creates a data base which is used as reference for their
day to day transactions.
PROPERTY LEVEL / PMS – PROPERTY MANAGEMENT SYSTEM
The database created by the computer system in
the Front Office is organized into various menus, to
include:
1. Room Reservation Menu- contains details of:
• Reservation for all guests • Type of reservation
• Guests’ names • Arrival and departure
• Number of room nights • Advance deposits or
• Mode of payment payments etc.
PROPERTY LEVEL / PMS – PROPERTY MANAGEMENT SYSTEM
The database created by the computer system in
the Front Office is organized into various menus, to
include:
1. Room Reservation Menu- contains details of:
• Group bookings
• Room forecast
• Reservation report
• Travel agency’s commission
PROPERTY LEVEL / PMS – PROPERTY MANAGEMENT SYSTEM
The database created by the computer system in the
Front Office is organized into various menus, to include:
2. Registration Menu
Contains guest list and details of their registration. It
also has data on Guest Folio (consumption and charges,
balance). This menu prints the registration card, makes
Front Desks reports, does the room blocking and
updates the room status. It also has a guest message.
PROPERTY LEVEL / PMS – PROPERTY MANAGEMENT SYSTEM
The database created by the computer system in the
Front Office is organized into various menus, to include:
3. Night Audit Menu
Contains data on:
• Point of Sale (POS)
• Various accounts
• Trial audit report
• And other related data
PROPERTY LEVEL / PMS – PROPERTY MANAGEMENT SYSTEM
The database created by the computer system in the
Front Office is organized into various menus, to
include:
4. Housekeeping menu
Incorporates data on room status that is
consistently updated every after room check; Guest
information based on registration record, room
blockings and various housekeeping reports. Like
other menus, It also has a guest message center.
PROPERTY LEVEL / PMS – PROPERTY MANAGEMENT SYSTEM
The database created by the computer system in the
Front Office is organized into various menus, to
include:
5. Uniform Services Menu
The software has the option to create in this menu a
data base that serves as :
• Guest locator
• Guest message center
CENTRAL RESERVATION SYSTEM (CRS)
• It’s a type of reservation software to update and
maintain hotel information like managing the room
rates and making the reservation in a real time
• It managed multitude of distribution channel for 3rd
party bookings, direct internet booking, global
distribution system
• It centralizes all data from the Property Management
System
GLOBAL DISTRIBUTION SYSTEM (GDS)
• A computerized network that enables
transactions between travel industry, airlines,
hotels, car rentals and service providers
• It uses real time inventory to service providers
• There are currently four major GDS systems:
• Amadeus • Sabre
• Galileo • World span
INTERNET DISTRIBUTION SYSTEM (IDS)
• it’s a collection of more than 2000 internet
reservation system, travel sites or travel portals
• Enable travelers from many different market
segments to use desktop and mobile devices to
reserve a hotel rooms, book flights and select car
rentals
• Example of IDS are Expedia , hotels.com, Orbitz,
hotwire, Priceline and Travelocity
TYPES OF RESERVATIONS
•Regular Reservation
•Confirmed Reservation
•Guaranteed Reservation
TYPES OF RESERVATIONS
•Regular Reservation
Refers to an agreement that a hotel makes
to hold a room until cut-off date and time.
If the guest does not arrive by the time, the
room maybe sold to the other guests.
TYPES OF RESERVATIONS
• Confirmed Reservation
Applies when the terms of reservation have
been verified. Both the hotel and the reserving
party agree on the dates, rates and billing
arrangements, room types and other
arrangements. This reservation is confirmed
verbally or in writing through mail, email and fax.
TYPES OF RESERVATIONS
• Guaranteed Reservation
An agreement that the hotel makes to hold a
room for a guest until the guest arrives. In return,
the guest or his sponsor assures payment for the
room using his credit card, or his company account
or by making a pre-payment. Unless the reservation
is properly cancelled, the guest is billed for the
room including the applicable taxes.
ACCESS AND INTERPRET RESERVATION
SYSTEM ACCURATELY
Hotel Reservation System –
A complex software tool that will be scheduled the dates
and length of stay for guest as well as takes payment
using a secure payment portal. It is also a tool or an
online piece of software used at the reception desk .
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY
Benefits of Booking system :
• Less work for the front office
• Lessen the chances of losing or mucking up a
reservation
• Uncomplicated data gathering
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY
1.1. Use all system features to access a range
of information
1. Online payment processing
A Reservation system that provides secure online
payment portal will be most likely the customers
will prefer. Its easy and convenient for them to
book rooms and pay it in an instant
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY
1.1. Use all system features to access a range
of information
2. Automatic communications
Automatic emails is the new normal activity in
travel industry. The customer wants to have an
immediate response on the room they have
booked. This will also improve guest
communication.
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY
1.1. Use all system features to access a range
of information
3. Channel management system
In order to improve online bookings and
distribution you need to market your
rooms/property to online travel agents ( OTAS ).
With channel manager , you can display live
inventory and current rates across all channels
that includes hotel websites.
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY
1.1. Use all system features to access a range
of information
4. Advance Reporting
It can create customized reports involving
precious information about your hotel in a daily
basis weekly, monthly or yearly performance of
the establishment
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY
1.1. Use all system features to access a range
of information
5. Mobile management technology
This allow you to track hotel reservation from
your preferred mobile device. It helps you
managed your hotel anywhere you go.
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY
What is a reservation process?
• It is an act of taking room request and process the
booking in a certain hotel
• Details of the reservation is being kept in hotel
data base that serve as a base data of the guest
that wants to check in.
• Reservation comes in different distribution
channel, it may be come in a form of letter, email,
facsimile, phone call or simply by a walk-in guest.
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY
Methods to guarantee reservation
1.Credit card
2. Advance deposit of partial payment
3. Travel agents
4. Corporate accounts
5. In house voucher
ACCESS AND INTERPRET RESERVATION SYSTEM ACCURATELY
Sources of Reservation
• Travel Agent • NGO’s
• Companies • Government Office and
• Airlines Ministries
• Embassies • Personal Approach
Mode Of Reservation
1. Written Mode
2. Verbal Mode
Mode Of Reservation
Written Mode
1. Letter – Mostly used by travel agents, tour
operators, companies and corporate houses who
send their reservation request to the hotel using the
letter head of the company
2. Fax - it’s an electronic scanning technique to send
copies or document over an ordinary telephone line.
Mode Of Reservation
3. Telex - Tele Printer Exchange involves the use of
specialized telephone lines, where the message is
communicated in a written form.
4. Email - This is a common method of communication
,email or electronic mail hat makes it possible to
contact the hotel instantaneously. The hotel will
process the reservation request on the basis of the
details given. This mode of reservation is fast and
very convenient.
Mode Of Reservation
Verbal Mode
Reservation requests may also reach the hotel
through verbal mode or oral communication. The
advantage of oral communication is that it generates
immediate response and feedback and is very fast and
convenient. Additionally, the guest can get complete
information and clear any doubts through oral
communication
Mode Of Reservation
Verbal Mode
In person - This is where the individual or person
will go directly to the hotel and make a reservation
other term is walk in Reservation. He /she can
receive immediate confirmation number.
Telephone – This is also very common way of
communication, you can receive immediate
booking confirmation. The reservation agent takes
the details of the reservation in sequence pattern.
Mode Of Reservation
Verbal Mode
Online Mode – The online mode is preferred mode
of booking in this time of internet, web, and
mobile.
Web – The clients can book via web browser like
the hotel website or any booking engine, different
travel agents, review sites like trip advisor and
etc.
Mode Of Reservation
Verbal Mode
Mobile App -Bookings can be delivered to hotels
on a third-party mobile apps
Social Media – Hotel reservations can be made
via different social media like Facebook, twitter,
Instagram etc.
Reservation updates and amendments.
• When the guest/bookers call up the hotel for
reservation updates and amending reservation,
the reservation agent should take down the
original booking on reservation form
• Address the guest by his/her name as possible
• Ask permission to the guest to keep the call on
hold
Reservation updates and amendments.
•Locate the original booking records from the
property management software
•Reconfirm the booking details with the guest
again to make sure that you have
• Retrieve the correct reservation record.
•Enquire with the booker / guest on what
amended to be made on the reservation
Reservation updates and amendments.
• Check the availability of both hotel and room type in
the hotel software before confirming the amendment
to the guest.
• If the guest had booked the original reservation on a
Best available rate or special packages, reservation
agent should check the availability of these special
rate and packages on this new date as well.
• Any changes on rate or packages should be
communicated to the guest.
Reservation updates and amendments.
• If the guest is shifting the arrival date to a
different date, then take down the new pickup /
flight details. In case the guest requires a pick
up form the hotel.
• All details have to be reconfirmed to the Guest.
• Make the required amendments on the
reservation record in system.
• Valid payment method has to be taken for the
new stay details.
Reservation updates and amendments.
• Apply the Rate changes if any due to the
amendment.
• Generate a new confirmation letter to the guest
which clearly shows the amended booking
details.
• Send the amended reservation confirmation
letter to the guest email / fax.
• Wish the guest a nice day ahead
THANK YOU
