PEMESANAN

KAMAR
(RESERVASI)
KOMITMEN

GUNA KELANCARAN JALANNYA PERKULIHAN,

DIMINTA UNTUK TIDAK MELAKUKAN KOMUNIKASI MELALUI
TELEPON DI DALAM KELAS SELAMA PROSES BELAR BERLANGSUNG,
KECUALI ADA HAL YANG SANGAT URGENT BISA MINTA IZIN DAN
DAPAT DILAKUKAN DI LUAR RUANGAN

THANK YOU
CHAPTER I
TEORI & PEMAHAMAN
TENTANG Front Office
 FRONT OFFICE DEPARTMENT

Front Office Department consists of 5 sections :

1. Reservation
2. Reception
3. Front office cashier Guest service agent (GSA)

4. Telephone operator
5. Uniformed service ( Concierge, Bell captain,
bellboy/bell service, and doorman )
MATERI PRAKTEK FRONT OFFICE

A. RESERVATION
B. RECEPTION
C. BELLBOY/BELL SERVICE
 COMPETENCY STANDARD

Hotel employees should have competency

standard, and they must fulfill 3 aspects :
1. Skill
2. Knowledge
3. Attitude
THE POSITIONS ARE AVAILABLE AT FRONT OFFICE
BASED ON ASEAN COMPETENCY STANDARD

1. Front office manager

2. Front office supervisor
3. Reception
4. Telephone operator
5. Bellboy
 PROSEDUR MENERIMA RESERVASI

M A N U A L
Cara
membuat Reservation
reservasi Density chart slip
k
hec art (hotel besar)
C ch
s. Check
Re Check
Lisan/ Reservation Expected arrival list :
Tertulis form COMPUTER Room VIP.guest
FIT & GIT availability Group
Individual
Re Che
s.c ck Disusun secara lfabet
ha Conventional
rt Reservation
( hotel kecil)
diary /Book

Difile berdasarkan
tgl. kedatangan dan
disusun alfabetikel M A N U A L
CHAPTER II
TEORI & PEMAHAMAN
RESERVASI
 TYPES OF RESERVATION

1. INDIVIDUAL RESERVATION / FIT (Free independent traveler)

a. PERSONAL RESERVATION
b. BUSINESS TRAVELERS ( COMPANY RESERVATION )
c. TRAVEL AGENT RESERVATION :
- Offline travel agent ( conventional TA )
- Online travel agent ( OTA )
2. GROUP RESERVATION (GIT/ Group inclusive tour )
a. Tour Group Reservation
- Group series
- Non Group series
b. Conference participants (MICE)
 HOTEL INFORMATION (PRODUCT KNOWLEDGE)

1. Location of the hotel

- Our hotel is located at Kuta beach, it takes 30 minutes drive by car from
Ngurah Rai International airport
- Our hotel is located at Nusa Dua beach, it takes 45 minutes drive by car
from Ngurah Rai International airport.
- Our hotel is located at Bedugul mountain, it takes 1,30 hours drive by car
from Ngurah Rai International airport
2. Hotel information
Hotel facilities
- We have two restaurants, Bali coffee shop restaurant open twenty
four hours, and Chinese food restaurant open for lunch and dinner.
- Bistro bar with live music open from 10 am. Until 12 midnight
- 24 hour Room service
- Two swimming pools, and tennis court
- House doctor, business center and secretarial services
 3. Room facilities
- Large bed room with luxury furniture
- The room has private balcony facing to the beach
- Free internet access from the room, and safety deposit box
- Mini bar with full stock of drinks
- 32 inch color television with video program
4. Room rates
Standard : Single US.$. 75
Double/twin US.$. 95
Superior : Single US.$. 85
Double/twin US.$. 115
Deluxe : Single US.$. 95
Double/twin US.$. 125
Suite : US.$. 750
Extra bed US.$. 50

The room rate is included American breakfast, plus 21% service charge and tax.
 ROOM CATEGORY / TYPES OF ROOM

1. Based on room facilities

a. Standard room
b. Superior room ( 1st class room, 2nd class room )
c. Deluxe room
d. Suite : - Executive suite
- Junior suite
- President deluxe suite

2. Based on room location :

a. First floor, second floor, third floor etc.
b. Room facing to the beach, facing to the pool
c. Room facing to the garden
3. Based on room position:
a. Connecting room
b. Adjoining room
c. Adjacent room
d. Duplex/penthouse
e. Cabana ( a room adjacent to pool area with or without
sleeping facilities, is usually separated from hotel main
building )
f. Lanai ( a room overlooking to water or garden, with
balcony found in resort hotel mainly )
4. Based on bed available
a. Single bed room
b. Twin bed room
c. Double bed room
d. Triple bed room
e. King size bed room
f. Queen size bed room
5. Based on building style
a. High rise building/Tower building
b. Low rise building
c. Bungalow/cottage
d. Villas
 SIMBUL – SIMBUL RESERVASI

Single bed room : Sgl / swb

Twin bed room : Twn / Twb
Double bed room : Dbl / Dwb
Triple bed room : Tpl / Trp /Tr
Suite room : ST / SUT
Sitting room : Sr
Baby Crib : Crib
Adult : Adlt/A
Children : Cld.
Night : Nt
Extra bed : EB
Account : A/C
Baby Cot/box : Cot
Personal account : P/A
Travel Agent account : T/A
 NOMOR KODE AREA UNTUK SALURAN LANGSUNG JARAK JAUH ( SLJJ )

1. Ambon 0911 17. Medan 061

2. Biak 0961 18. Palangkaraya 0514
3. Balikpapan 0542 19. Palembang 0711
4. Banda Aceh 0651 20. Pontianak 0561
5. Bandung 022 21. Samarinda 0541
6. Banjarmasin 0511 22. Semarang 024
7. Bogor 0251 23. Serang 0254
8. Denpasar 0361 24. Solo 0271
9. Jayapura 0967 25. Sorong 0951
10, Jakarta 021 26. Sumbawa besar 0371
12. Kupang 0391 27. Surabaya 031
13. Lhoksemawe 0645 28. Tangerang 099
14. Manado 0431 29. Tanjungkarang 0721
15. Manokwari 0962 30. Ujungpandang 0411
16. Mataram 0364 31. Yogyakarta 0274
NOMOR TELEPON/KODE SALURAN LANGSUNG INTERNATIONAL ( SLI )

1. Amerika 1 18. Malaysia 60

2. Arabsaudi 966 19. Meksiko 52
3. Argentina 54 20. Thailand 66
4. Australia 61 21. Nigeria 234
5. Austria 43 22. Norwegia 47
6. Belgia 32 23. Papua N Guine 675
7. Brasil 55 24. Perancis 33
8. Belanda 31 25. Philipina 63
9. Denmark 45 26. Polandia 48
10. Finlandia 358 27. Portugal 351
11. Hongkong 852 28. Selandia baru 64
12. India 91 29. Singapore 65
13. Inggris raya 44 30. Spanyol 34
14. Irak 964 31. Swedia 46
15. Jepang 81 32. Swiss 41
16. Jerman 49 33. Taiwan 886
17. Korea selatan 82 34. Yunani 30
 TYPES OF RESERVATION

1. INDIVIDUAL RESERVATION ( FIT/ Free independent traveler)

a. PERSONAL RESERVATION
b. COMPANY RESERVATION
c. TRAVEL AGENT RESERVATION :
- Offline travel agent
* Individual Reservation ( FIT)
* Group Reservation (GIT)
- Online travel agent ( OTA )
2. GROUP RESERVATION (GIT/ Group inclusive tour )
a. Tour Group Reservation
- Group series
- Non Group series
b. Convention Group (MICE)
SOURCES OF ROOM RESERVATION/BUSINESS

1. Travel agents :
- Offline travel agents ( conventional)
- Online travel agents ( OTA )
2. Government ( MICE )
3. Airlines Crew and stranded passengers
4. Business house/corporate/company
5. Hotel Representative
6. Independent reservation service
7. Professional conference organizer ( PCO )
8. Individual
9. Professional association ( IDI, Peradi)
 HOW TO WRITE THE RIGHT GUEST NAME

SURNAME/FAMILY INITIAL OF INITIAL OF

N A M E NAME GIVEN NAME MIDLE NAME
TITLE

1. Mr. Stanley J. Alison Alison S J Mr.

2. Mrs. Nancy G. Green Green N G Mrs.
3. Dr. Albert Beaucourt Beaucourt A _ Dr.
4. Mr. John Van den Berg Van den Berg J - Mr.
5. Mr. Mande L. La Rue La Rue M L Mr.
6. Miss Alicia L’ Arde L’ Arde A - Miss
7. Mrs. Eva St. Jones St. Jones E - Mrs.
8. Mr. Akira Kawashima Kawashima A - Mr.
9. Miss Endo Fujimori Fujimori E - Miss
10. Dr. Albert Sitompul Sitompul A - Dr.
 INTERNATIONAL SPELLING BOARD

A for Alpha N for November

B for Bravo O for Oscar
C for Charlie P for Papa
D for Delta Q for Queen
E for Echo R for Romeo
F for Foxtrot S for Sierra
G for Golf T for Tango
H for Hotel U for Uniform

I for India V for Victor

J for Juliet W for Whisky
K for Kilo X for X-ray
L for Lima Y for Yankee
M for Mike Z for Zulu/Zebra
 INTERNATIONAL SPELLING BOARD

A N
B O
C P
D Q
E R
F S
G T
H U
I V
J W
K X
L Y
M Z
 ALPHABET PRONUNCIATION

A ( ei ) N ( en )
B ( bi ) O ( ou )
C ( si ) P ( pi )
D ( di ) Q (kyu)
E (i) R ( ar )
F ( ef ) S ( es )
G ( Ji ) T ( ti )
H (eits) U ( yu )
I ( ai ) V ( vi )
J ( jei ) W (double yu)
K ( kei ) X ( eks )
L ( el ) Y ( wai )
M ( em ) Z (zet)
 FLIGHT INITIAL

CA. : Air China JT : Lion Air

AF. : Air France KE. : Korean Airlines
AI. : Air India KL. : KLM. Royal Dutch Airlines
PX. : Air Newguini LH. : Lufthansa German Airlines
AA. : American Airlines MH. : Malaysian Airlines
AN. : Ansett Australia NW. : North West
BA. : British Airways PA. : Pan American
BI. : Royal Brunei PK. : Pakistan Airlines
CP. : Canadian Airlines PR. : Philiphine Airlines
CX. : Cathay Pacific QF. : Quantas Airways
CI. : China Airlines QZ. : Air Asia
CO. : Continental Airlines SV. : Saudi Arabian Airlines
DL. : Delta Airlines SK. : Scandinavian Airlines
EK. : Emirates Airlines SR. : Swiss Air
GA. : Garuda Indonesia SQ. : Singapore Airlines
JL : Japan Airlines TG. : Thai Airways
 HOW TO SAY/WRITE THE TIME

ARRIVAL DEPARTURE

GA. 404 12. 30 pm TG. 423 09. 30 am

SQ. 709 09. 45 am QF. 029 10.15 pm
MH. 306 11. 25 am KL. 670 10. 35 am
BI. 402 07. 20 pm AN. 429 06. 40 pm
CX. 542 08. 25 am SR. 302 07. 35 pm
LH. 642 10. 45 am QZ. 342 11. 15 am
JL. 203 09. 20 am PA. 523 08. 40 pm
 HOW TO SAY TIME

60
TO 12
PAST

45 9 3 15

7
6
30
 NAME OF CREDIT CARDS
1. American Express card (Amex) ( 15 digit )
2. Diners club international ( DC) ( 14 digit )
3. Visa card (VC) ( 16 digit )
4. Master card (MC) ( 16 digit )
Type of credit cards :
- Silver
- Gold
- Platinum
If payment is made by credit card pay attention to the following :
1. Name and number of credit card
2. Expire date of credit card
3. Signature or PIN number of credit card holder
CHAPTER III

PROCEDURE
HANDLING
RESERVATION
RESERVATION FORM
 RESERVATION FORM

WHAT IS RESERVATION FORM ?

IT IS FORM USED TO RECORD DATA CENCERNING ROOM

RESERVATION SUCH AS :
GUEST NAME, ARRIVAL AND DEPARTURE DATE, DETAILS OF
ARRIVAL AND ALSO DEPARTURE, NUMBER AND TYPE OF
ROOMS,
PHONE OR FACSIMILE NUMBER, E-MAIL ADDRESS, NAME OR
COMPANY WHO MAKES RESERVATION, ACCOUNT INSTRUCTION,
SPECIAL REQUEST, DATE OF MAKING RESERVATION.
 RESERVATION FORM

Surname Initial Title Arrival and Departure detail

Arr. Date : By : Time :

Dep. Date : By : Time :

Requested by Type of rooms Total Room Rate

Telephone Single

Facsimile Double

E-mail Twin

Personal Suite
Extra bed
Meals Arrangement :

Reserved by :

Address : Phone number : Facsimile no. :

E-Mail address :

Account Instruction :

Remarks/Special request :
Chart/Computer
Date : Clerk : Clerk Date
 RESERVATION CHART

WHAT IS RESERVATION CHART ?

IT IS CHART USED TO BLOCK AND CONTROL NUMBER

AND TYPE OF ROOMS RESERVED WHICH HAS BEEN
CONFIRMED
RESERVATION CHART

1. Density chart/Tally system

2. Conventional chart
 DENSITY CHART

MONTH : March YEAR : 2018

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 13 14 --------- 31

STD. 1

1
SUP.
2

DLX. 1

2
3

SUITE 1

2
 CONVENTIONAL CHART
MONTH : MARCH YEAR : 2018

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 -------- 31

STD. 101 Sgl. . .

102 Sgl

103 Twn

SUP. 104 Twn

105 Dbl

DLX 106 Dbl

107 Dbl.

SUITE 201 Dbl.

 CONTOH DENSITY CHART YANG SUDAH TERISI

MONTH : SEPTEMBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 13 14 --------- 30

STD. 1

1
SUP.
2

DLX. 1

2
3

SUITE 1

2
 CONVENTIONAL CHART YANG SUDAH TERISI
MONTH : SEPTEMBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 -------- 30

Mr/s.D. Beckham
STD. 101 Sgl. . .

102 Sgl

103 Twn
Mr/s. C. Ronaldo
SUP. 104 Twn

105 Dbl

DLX 106 Dbl Mr/s. A. Fujimori

107 Dbl.

SUITE 110 Dbl.

 CONTOH DENSITY CHART YANG SUDAH TERISI

MONTH : SEPTEMBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 13 14 --------- 30
…….
1

5
6

7
 CONVENTIONAL CHART YANG SUDAH TERISI
MONTH : SEPTEMBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 -------- 30

101 Sgl Mr. Watanabe Mr. Arnold . .

102 Sgl Mrs. Debora

103 Twn Mr/s. D. Beckham

104 Twn Mr/s. R. Niswongler

105 Dbl Mr/s.. R. Davidson

106 Dbl

201 Suite
 CHAPTER IV

HANDLING PERSONAL
RESERVATION
 CONTOH I
DATA PEMESANAN KAMAR INDIVIDUAL, PENGISIAN PADA
FORM, DAN MENULIS PADA CHART YANG SUDAH ADA !
 RESERVATION DATA

Individual reservation ( sesuai contoh percakapan)

Guest name : Mr/s. Greg Morgan
Type of room : 1 double bed superior room
Arrival date : 15/09/2019 by SQ. 342 at 03.45 pm.
Departure date : 20/09/2019 by GA. 403 at 10.15 pm.
Room rate : US.$. 150 + 21% service charge and tax, rate is included
American breakfast
Payment : Personal account (P/A) by credit card
Master card no. 5427 4289 1002 3452
expire date December 2019
Special request : pick-up service at the airport charge US.$. 45 net per car,
and day use until 6 pm charge 50% from room rate
Reserved by : Mr. G. Morgan, and it is made by phone to day
Phone : 062 4452 3201
Facsimile : 062 4452 3202
E-mail : Greg @ Gmail. com
 CONTOH PENGISIAN DI RESERVATION FORM
Surname Initial Title Arrival and Departure detail

MORGAN GREG Mr/s.

Arr. Date : 15/09/19 By : SQ. 342 Time : 03.45 pm.
Dep. Date : 20/09/19 By : GA. 403 Time : 09.15 pm.

Requested By Type of rooms Total Room Rate

Telephone V Single

Facsimile Double 1 Sup US.$. 125 ++ Include daily ABF

E-mail Twin

Suite
Personal
Extra bed
Meals Arrangement : daily American breakfast

Reserved by : Mr. G. Morgan

Address : phone number : 062 4452 3201 Facsimile no. : 062 4452 3202

E-Mail address : Greg @ mail. com

Account Instruction : P/A by Master card number 5427 4289 1002 3452 expire December 2020

Remarks/Special request : pick-up service at airport US.$. 65 net, and day use until 6 pm charge 50%
Chart/Computer

Date : 27/08/19 Clerk : Kar Clerk Date

Kar 17/01/19
 DENSITY CHART

MONTH : SEPTEMBER YEAR : 2019

ROOM/DATE 1 2 …… ….. 15 16 17 18 19 20 21 22 ………………………… 30

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 …. ….. 15 16 17 18 19 20 21 22 ---------------------- 30

Twin. 101

Twin. 102

Twin 103

Dbl. 104 MR/S. G. MORGAN

Dbl. 105
HOW TO REPEAT RESERVATION

Mr. Morgan, you reserved one double bed superior room

starting from July 15, 2017 for five nights, and you will
depart on July 20, the room rate is US.$.150 per night plus
21% service charge and tax, you request pick- up service
on arrival the charge is US.$.80 net, also you need day used
room until 06.00 pm. the charge is 50% from the room rate.
You will settle your account by master card, its number is
5427 4289 1002 3452, the expire date December 2018.
Your phone number is 062 4452 3201.
Am I right Mr. Morgan ?
 WARNING !!!!!
WHAT IMPORTANT MUST DO IS
INFORMING
INFORMING TERM
TERM AND
AND CONDITION
CONDITION OR
OR HOTEL
HOTEL POLICY
POLICY
CONCERNING
CONCERNING RESERVATION
RESERVATION
a. Asking for reservation guarantee such as :
1. Personal reservation ask for payment guarantee :
- If it is paid cash ask for a deposit
- If it is paid by credit card ask for name, number
and also expire date of credit card
2. Travel agent reservation
Asking for copy voucher
3. Company reservation
Asking for guarantee letter
b. Informing guest concerning cancellation and
no show policy
c. Informing guest about check-in and check-out time
 CONTOH II
DATA PEMESANAN KAMAR INDIVIDUAL, PENGISIAN
PADA FORM, DAN MENULIS PADA CHART YANG SUDAH
ADA !
1. Individual reservation

Guest name : Mr/s. John Van den Berg ( 3 pax )

Type of room : 1 twin bed superior room plus 1 extra bed
Arrival date : 07/10/2019 by GA. 402 at 12.45 pm
Departure date : 14/10/ 2019 by TG. 523 at 09.15 pm
Payment : (P/A) by Master card no. 4725 2568 8958 3456
expire date December 2019
Reserved by : Mr. John Van den berg
Phone : 021 4567 8844
Facsimile : 021 4567 8832
E-mail : John @ Gmail. com
Special request : room facing to the beach, one bottle of wine
 RESERVATION FORM

Surname Initial Title Arrival and Departure detail

Van den Berg John Mr/s.

Arr. Date : 07/10/19 By : GA. 402 Time : 12.45 pm.
Dep. Date : 14/10/19 By : TG.523 Time : 09.15 pm.

Requested By Type of rooms Total Room Rate

Telephone V Single

Facsimile Double

E-mail Twin 1 super US.$. 125 + 21% included Abf

Suite
Personal
Extra bed 1 US.$. 50. + 21% included Abf
Meals Arrangement : daily American breakfast

Reserved by : Mr. J. Van den Berg

Address : phone number : 021 4567 8844 Facsimile no. : 021 4567 8832

E-Mail address : -

Account Instruction : P/A by Master card no. 4725 2568 8958 3456 expire December 2019

Remarks/Special request : room facing the beach and one bottle of wine at US.$. 45 net
Chart/Computer
Date : 04/09/19 Clerk : Kar Clerk Date
KAR 14/01/19
 DENSITY CHART

MONTH : OCTOBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 13 14 …………. 31

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 13 14 …………… 31

Twin. 101
MR/S. VAN DEN BERG
Twin. 102

Twin 103

Dbl. 104

Dbl. 105
 CONTOH III
DATA PEMESANAN KAMAR INDIVIDUAL, PENGISIAN
PADA FORM, DAN MENULIS PADA CHART YANG SUDAH
ADA !
2. INDIVIDUAL RESERVATION
Guest Name : Mr/s. Peter Gorbachev ( 2 persons )
Type of room : 1 double bed standard room
Arrival date : 05/10/19 By : GA. 304 at 10.25am
Departure date : 10/10/19 By : SQ. 240 at 09.35pm
Payment : P/A by Amex no. 2243 114532 33580
expire November 2019
Phone number : 061 3 2312 4352
Facsimile number : 061 3 2312 4355
E-mail : Peter @ Gmail. com
Special request : quite room facing the pool, and pick up service at airport
 RESERVATION FORM

Surname Initial Title Arrival and Departure detail

GORBACHEV PETER Mr/s. Arr. Date : 05/10/19 By : GA 304 Time : 10.25 am

Dep. Date : 10/10/19 By : SQ 240 Time : 09.35 pm

Requested By Type of rooms Total Room Rate

Telephone V Single

Facsimile Double 1 std. US.$. 125 ++ and ABF

E-mail Twin

Suite
Personal
Extra bed
Meals Arrangement : Room and daily ABF

Reserved by : Himself

Address : phone number : 061 3 2312 4352 Facsimile no. : 061 3 2312 4355

E-Mail address : Peter @ Gmail. com

Account Instruction : P/A. by Amex No. 2243 114532 33580, expire Nov. 2020

Remarks/Special request : quite room facing to the pool, and pick up service at airport Chart/Computer

Date : 04/09/19 Clerk : Budi Clerk Budi Date

14/01/19
 DENSITY CHART

MONTH : OCTOBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ………………………… 31

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ---------------------- 31

Twin. 101

Twin. 102

Twin 103

Dbl. 104 MR/S. P GORBACHEV

Dbl. 105
 CHAPTER V

HANDLING COMPANY
RESERVATION
 CONTOH I
DATA PEMESANAN KAMAR COMPANY
(PERUSAHAAN), PENGISIAN PADA FORM, DAN
MENULIS PADA CHART YANG SUDAH ADA !
1. COMPANY RESERVATION
Reserved by : David, PT. Astra International Jakarta
Guest Name : Mr/s. Andre Rodriguez and Fam ( 4 pax)
Type of room : 2 double bed deluxe rooms
Arrival date : 03/10/19 By : QF. 729 at 10.50 am
Departure date : 09/10/19 By : JL. 524 at 11.10 pm
Address : Jl. MH. Thamrin 222, Jakarta
Phone number : 021 2646 4228
Facsimile number : 021 2646 4220
E-mail : Astra Jakarta @ Gmail.com
Account : Room and American breakfast, will be paid by
Astra International Jakarta
Special request : Adjoining room on top floor and fruit basket
 RESERVATION FORM

Surname Initial Title Arrival and Departure detail

RODRIGUEZ ANDRE Mr/s. Arr. Date : 03/10/19 By : QF 729 Time : 10.50 am

Dep. Date : 09/10/19 By : JL 524 Time : 11.10 pm

Requested By Type of rooms Total Room Rate

Telephone V Single

Facsimile Double 2 Dlx @ US.$. 125 ++ Incld ABF

E-mail
Twin
Suite
Personal
Extra bed
Meals Arrangement : Room plus daily ABF

Reserved by : David

Address : PT. Astra International Jakarta phone number : 021 2646 4228 Facsimile no. : 021 2646 4220

E-Mail address : Astra Jakarta @ Gmail.com

Account Instruction : Room and daily ABF will be settled by PT. Astra International Jakarta

Remarks/Special request : adjoining room on top floor and fruit basket

Computer
Date Clerk
Date : 04/09/19 Clerk : Sri
14/01/19 Sri
 DENSITY CHART

MONTH : October YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ………………………… 31

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ------------------------ 31

Twin. 101

Twin. 102

Twin 103

Dbl. 104 MR/S. A RODRIGUEZ

MR/S. A RODRIGUEZ
Dbl. 105
 CONTOH II
DATA PEMESANAN KAMAR COMPANY
(PERUSAHAAN), PENGISIAN PADA FORM, DAN
MENULIS PADA CHART YANG SUDAH ADA !
2. Company reservation

Reserved by : Bernard from PT. Freeport

Guest name : Mr/s. Richard Ninemeier ( 3 pax )
Type of room : 1 twin and 1 single bed superior room
Arrival date : 05/11/2019 by AN .524 at 09.40 am.
Departure date : 13/11/2019 by BI. 720 at 10.20 pm.
Payment : Room and breakfast paid by Freeport comp.
Address : Jln. Tembaga Pura 200, Tembaga Pura, Irian Jaya
Phone : 031 3345 2204
Facsimile : 031 3345 2210
E-mail : Freeport @ Gmail.com
Special request : pick up service at Airport and day used room until 6 pm
 RESERVATION FORM

Surname Initial Title Arrival and Departure detail

NINEMEIER RICHARD Mr/s.

Arr. Date : 05/11/19 By : AN 524 Time : 09.40 am.
Dep. Date : 13/11/19 By : B I 720 Time : 10.20 pm.

Requested By Type of rooms Total Room Rate

Telephone V Single 1 Super US.$. 100 ++ Incld ABF

Facsimile Double

E-mail Twin 1 Super US.$. 125 ++ Incld ABF

Suite
Personal
Extra bed
Meals Arrangement : daily American breakfast

Reserved by : Mr. Bernard

Address : Pt. Freeport phone number : 031 3345 2204 Facsimile no. : 031 3345 2210

E-Mail address : Freeport @ Gmail.com

Account Instruction : room and daily ABF, pick up service and day used until 6 pm paid by Freeport Comp.

Remarks/Special request : pick up service charge US.$. 65 net and day use room until 6 pm 50% Chart/Computer

Date : 10/09/19 Clerk : SKR Clerk Date

KAR 14/01/19
 DENSITY CHART

MONTH : NOVEMBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 13 ………………… 30

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 13 ---------------- 30

Twin. 101
MR/S. R. Ninemeier
Twin. 102
MR/S. R. Ninemeier
Twin 103

Dbl. 104

Dbl. 105
 WARNING !!!!!
WHAT IMPORTANT TO REMEMBER
INFORMING
INFORMING TERM
TERM AND
AND CONDITION
CONDITION OR
OR HOTEL
HOTEL POLICY
POLICY
CONCERNING
CONCERNING RESERVATION
RESERVATION

a. Asking for reservation guarantee such as :

GROUP reservation ask for payment guarantee :
- If it is paid cash ask for a deposit
- If it is paid by credit card ask for name, number
and also expire date of credit card
b. Informing guest concerning cancellation and
no show policy
c. Informing guest about check-in and check-out time
 CHAPTER VI

TRAVEL AGENT
RESERVATION
 CONTOH I
DATA PEMESANAN KAMAR COMPANY
(PERUSAHAAN), PENGISIAN PADA FORM, DAN
MENULIS PADA CHART YANG SUDAH ADA !
1. Travel agent reservation

Reservation made by : Robert, King travel Singapore

Guest name : Mr/s. Bryan Huython and Pty.
Type of room : 1 Twin and 1 single bed superior rooms
Arrival date : 11/10/2019 by MH. 242 at 12.25 pm
Departure date : 15/10/2019 by LH. 423 at 11.35 am.
Payment : Room and breakfast paid by King travel
Address : Orchard Road 222, Singapore
Phone : 065 4845 2204
Facsimile : 065 4845 2218
E-mail : King Travel @ Gmail. Com
Special request : Adjoining room on first floor and fruit basket in the room
 RESERVATION FORM

Surname Initial Title Arrival and Departure detail

HUYTHON BRYAN Mr/s. & Pty

Arr. Date : 11/10/19 By : MH. 242 Time : 12.25 pm.
Dep. Date : 15/10/19 By : LH. 423 Time : 11.35 am.

Requested By Type of rooms Total Room Rate

Telephone V Single 1 super US.$. 80 + 21 % incld ABF

Facsimile Double

E-mail Twin 1 super US.$. 100 + 21 Incld ABF

Suite
Personal
Extra bed
Meals Arrangement : daily ABF

Reserved by : Mr. Robert

Address : King Travel Singapore phone number : 065 4845 2204 Facsimile no. : 065 4845 2218

E-Mail address : King Travel @ Gmail.com

Account Instruction : room and daily American breakfast paid by King Travel Singapore

Remarks/Special request : adjoining room on first floor and fruit basket in the room Chart/Computer

Date : 11/09/19 Clerk : Sri Clerk Date

Sri 14/01/19
 DENSITY CHART

MONTH : OCTOBER YEAR : 2019

ROOM/DATE 1 2 ….. ……. …… 10 11 12 13 14 15 16 17 ………………… 31

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 …… …… ……. 10 11 12 13 14 15 16 17 ---------------- 31

MR/S. B HUYTHON & Pty
Twin. 101
MR/S. B. HUYTHON & Pty
Twin. 102

Twin 103

Dbl. 104

Dbl. 105
2. TRAVEL AGENT RESERVATION
Reserved by : Mr. Steven from Venture Holidays travel
Guest Name : Mrs. Keity Drennan and Fam.
Type of room : 2 twin bed superior rooms
Arrival date : 02/11/19 By : TG. 702 at 11.20 am
Departure date : 07/11/19 By : QF. 524 at 10.40 pm
Address : Venture main road 333, Sydney, Australia
Payment : room and daily American breakfast, day used room until 6pm
paid by Venture holidays travel
Phone number : 061 3 2246 0845
Facsimile : 061 3 2246 0850
E-mail : Venture holidays @ Gmail. com
Special request : adjacent room facing the beach and day used until 6pm
 CONTOH II
DATA PEMESANAN KAMAR COMPANY
(PERUSAHAAN), PENGISIAN PADA FORM, DAN
MENULIS PADA CHART YANG SUDAH ADA !
 RESERVATION FORM

Surname Initial Title Arrival and Departure detail

DRENNAN KEITY Mrs..

Arr. Date : 02/11/19 By : TG 702 Time : 11.20 am
Dep. Date : 07/11/19 By : QF 524 Time : 10.40 pm

Requested By Type of rooms Total Room Rate

Telephone V Single

Facsimile Double
E-mail Twin 2 super @ US.$.150 nett , included ABF

Suite
Personal
Extra bed
Meals Arrangement : daily ABF

Reserved by : Mr. Steven

Address : Venture holodays travel phone number : 061 3 2246 0845 Facsimile no. : 061 3 2246 0850

E-Mail address : Venture holidays @ Gmail. com

Account Instruction : Room and ABF, day used room paid by Venture holidays travel

Remarks/Special request : Adjacent room facing to the beach, day use room until 6pm charge 50% Computer
Date/Clerk
Date : 10/09/19 Clerk : SKR
10/09/19 SKR
 DENSITY CHART

MONTH : NOVEMBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ………………………… 30

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ------------------------ 30

Twin. 101

Twin. 102 MRS. K. DRENNAN

Twin 103 MRS. K. DRENNAN

Dbl. 104

Dbl. 105
 WARNING !!!!!
WHAT IMPORTANT TO REMEMBER
INFORMING
INFORMING TERM
TERM AND
AND CONDITION
CONDITION OR
OR HOTEL
HOTEL POLICY
POLICY
CONCERNING
CONCERNING RESERVATION
RESERVATION

a. DON’T Ask for reservation guarantee such as :

GROUP reservation ask for payment guarantee

BECAUSE YOUR HOTEL ALREADY HAVE

CONTRACT..!!
b. Informing guest concerning cancellation and
no show policy
c. Informing guest about check-in and check-out time
 CHAPTER VII

LATIHAN
HANDLING PERSONAL, GROUP,
AND TRAVEL AGENT
RESERVATION
 INDIVIDUAL RESERVATION

Individual reservation ( sesuai contoh percakapan)

Guest name : Mr/s. Greg Morgan ( 2 pax )
Type of room : 1 double bed superior room
Arrival date : 15/09/19 by SQ. 342 at 03.45 pm.
Departure date : 20/09/19 by GA. 403 at 09.15 pm.
Room rate : US.$. 150 + 21% service charge and tax, rate is included
American breakfast
Payment : Personal account (P/A) by credit card
Master card no. 5427 4289 1002 3452
expire date December 2020
Special request : pick-up service at the airport at US. $. 45 net by private car,
and day use until 6 pm charge 50% from room rate
Reserved by : Mr. G. Morgan , and it is made by phone
Phone : 062 4452 3201
Facsimile : 062 4452 3202
E-mail : Greg. @ Gmail. com
 RESERVATION FORM

Surname Initial Title Person Arrival and Departure detail

MORGAN GREG MR/S. 2

Arr. Date : 15/09/19 By : SQ. 342 Time 03.45 pm.
Dep. Date : 20/09/19 By : GA. 403 Time 09.15 pm.

Requested By Type of Standard Superior Deluxe Suite

Rooms Total Rate Total Rate Total Rate Total Rate
Telephone v Single

Facsimile Double 1 US,$,150 ++ incld. ABF

E-mail Twin
0 Personal Extra bed

Meals Arrangement : daily ABF

Reserved by : Mr. G. Morgan Address :

Telephone number : 062 4452 3201 Facsimile no. : 062 4452 3202

E-Mail address : Greg @ Gmail. com

Account Instruction : P/A/ by Master card number 5427 4289 1002 3452 expire December 2020

Remarks/Special request : Pick up service at airport at US.$. 45 net and day use room until 6 pm. charge 50%

Date : 28/ 01/19 Clerk : Kar

Computer
28/01/19 Kar
 DENSITY CHART

MONTH : September YEAR : 2019

ROOM/DATE 1 2 …… ….. 15 16 17 18 19 20 21 22 ………………………… 30

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 …. ….. 15 16 17 18 19 20 21 22 ---------------------- 30

Twin. 101

Twin. 102

Twin 103

Dbl. 104 MR/S. G. MORGAN

Dbl. 105
1. INDIVIDUAL RESERVATION
Guest name : Mr/s. John Van Den Berg ( 3 persons )
Type of room : 1 twin bed superior room plus 1 extra bed
Arrival date : 07/10/2019 by GA.402 at 12.45 pm
Departure date : 14/10/2019 by TG.523 at 09.15 pm
Payment : P/A Master card 4725 2568 8958 3456
Expire date December 2020
Reserved by : Mr. John Van Den Berg
Phone : 021 4567 8844
Facsimile : 021 4567 8832
E-mail : John @ Gmail.com
Special Request : Room facing to the beach , one bottle of wine
 RESERVATION FORM

Surname Initial Title Person Arrival and Departure detail

VAN DEN BERG JOHN MR/S. 3

Arr. Date : 07/10/19 By : GA. 402 Time 12.45 pm.
Dep. Date : 14/10/19 By : TG. 52 3 Time 09..15 pm.

Requested By Type of Standard Superior Deluxe Suite

Rooms Total Rate Total Rate Total Rate Total Rate
Telephone v Single

Facsimile Double

E-mail Twin 1 US. $. 125 ++ incld ABF

Personal Extra bed 1 US. $. 50 ++ Incld ABF

Meals Arrangement : daily ABF

Reserved by : Mr. J. Van Den Berg Address :

Telephone number : 021 4567 8844 Facsimile no. : 021 4567 8832

E-Mail address : John @ Gmail. com

Account Instruction : P/A/ by Master card 4725 2568 8958 3456 expire December 2020

Remarks/Special request : Room facing to the beach , and one bottle of wine US. $. 45 net

Date : 29/ 01/19 Clerk : Kar Computer

29/01/19 Kar
 DENSITY CHART

MONTH : OCTOBER YEAR : 2019

ROOM/DATE 1 2 ….. …… 7 8 9 10 11 12 13 14 ………………………… 31

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 …… ……. 7 8 9 10 11 12 13 14 ------------------------ 31

Twin. 101

Twin. 102

Twin 103 Mr/s. J. Van Den Berg

Dbl. 104

Dbl. 105
2. INDIVIDUAL RESERVATION
Guest Name : Mr/s. Peter Gorbachev ( 3 pax )
Type of room : 1 double bed standard room and one extra bed
Arrival date : 03/10/19 By : GA. 402 at 10.15 am
Departure date : 06/10/19 By : TG. 423 at 09.45 pm
Payment : by Amex No. : 3543 220348 43021 expire December 2020
Reserved by : Himself
Phone number : 021 2345 2350
Facsimile number : 021 2345 2359
E-mail address : Peter @ gmail. com
Special request : Quite room facing the pool, pick up service
 RESERVATION FORM

Surname Initial Title Person Arrival and Departure detail

GORBACHEV PETER MR/S. 3

Arr. Date : 03/10/19 By : GA 402 Time : 10.15 AM
Dep. Date : 06/10/19 By : TG 423 Time : 09.45 PM

Requested By Type of Standard Superior Deluxe Suite

Rooms Total Rate Total Rate Total Rate Total Rate
Telephone v Single

Facsimile Double 1 US.$.125 ++ incld ABF

E-mail Twin

Personal Extra bed 1 US. $. 50 ++ incld ABF

Meals Arrangement : Room and daily ABF

Reserved by : Mr. Gorbachev Address :

Telephone number : 021 2345 2350 Facsimile no. : 021 2345 2359

E-Mail address : Peter @ Gmail. com

Account Instruction : P/A by Amex 3543 220348 43021 and expire December 2020

Remarks/Special request : Quite room facing the pool and Pick up service at airport by private car at US.$ 60 nett

Date : 29/ 01/19 Clerk : Kar Chart/Computer

29/01/19 Kar
 DENSITY CHART

MONTH : OCTOBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ………………………… 31

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ------------------------ 31

Twin. 101

Twin. 102

Twin 103

Dbl. 104 Mr/s. P. Gorbachev

Dbl. 105
3. INDIVIDUAL RESERVATION
Guest name : Mr. Dominic Thiem and Fam. ( 4 pax )
Type of room : 2 twin bed deluxe rooms and baby cot
Arrival date : 05/10/19 by SQ. 352 at 11.25 am
Departure date : 10/10/19 by MH. 501 at 10.35 pm
Payment : Visa card no. 4425 4322 3482 2402 expire December 20
Reserved by : him self
Phone no. : 061 3 9621 4955
Facsimile no. : 061 3 9621 4966
E-mail : Dominic @ Gmail. com
Special request : one bottle of champagne, day used room until 6 pm
and baby cot
 RESERVATION FORM

Surname Initial Title Person Arrival and Departure detail

THIEM DOMINIC MR & Fam 4
Arr. Date : 05/10/19 By : SQ. 352 Time : 11.25 AM
Dep. Date : 10/10/19 By : MH. 501 Time : 10.35 PM

Requested By Type of Standard Superior Deluxe Suite

Rooms Total Rate Total Rate Total Rate Total Rate

Telephone V Single

Facsimile Double

E-mail Twin 2 @ US.$.125 ++ incld ABF

Personal Extra bed

Meals Arrangement : Room and daily ABF

Reserved by : Mr. D. Thiem Address :

Telephone number : 061 3 9621 4955 Facsimile no. : 061 3 9621 4966

E-Mail address : Dominic @ Gmail.com

Account Instruction : P/A. by Visa card no. 4425 4322 3482 2402 expire December 2020

Remarks/Special request : one bottle of champagne at US.$.65 net, day use until 6pm charge 50%
Computer
Date : 25/01/19 Clerk : Kar

25/01/19 Kar
 DENSITY CHART

MONTH : SEPTEMBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ………………………… 30

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ------------------------ 30

Twin. 101
MR/S. D. Thiem
Twin. 102
MR/S. D. Thiem
Twin 103

Dbl. 104

Dbl. 105
4. INDIVIDUAL RESERVATION
Guest name : Mr/s. Kei Nishikori and Fam. ( 4 pax )
Type of room : 1 double and 1 twin bed superior room
Arrival date : 07/10/19 by QF. 729 at 11. 20 am
Departure date : 12/10/19 by TG. 421 at 10. 40 pm
Payment : Amex no. 3248 432230 31042 expire November 20
Address : Level 8, 220 Miller street, Sydney, Australia
Phone no. : 061 2 9924 1095
Facsimile no. : 061 2 9924 1094
E-mail : Kei @ Gmail.com
Room rate : US.$. 125 ++ included daily ABF
Special request : Pick-up service upon arrival at airport and one fruit basket
Reserved by : him self
 RESERVATION FORM

Surname Initial Title Person Arrival and Departure detail

1 NISHIKORI KEI MR/S. 4
Arr. Date : 07/10/19 By : QF. 729 Time : 11.20 AM
Dep. Date : 12/10/19 By : TG. 421 Time : 10.40 PM

Requested By Type of Standard Superior Deluxe Suite

Rooms Total Rate Total Rate Total Rate Total Rate
Telephone V Single

Facsimile Double 1 US.$. 125 ++

E-mail Twin 1 US.$. 125 ++

Personal Extra bed

Meals Arrangement : Room and daily ABF

Reserved by : Mr. K. Nishikori Address :

Telephone number : 061 2 9924 1095 Facsimile no. : 061 2 9924 1094

E-Mail address : Kei @ Gmail. com

Account Instruction : P/A. by Amex no. 3248 432230 31042 expire November 2020

Remarks/Special request : one fruit basket and pick up service at the airport by private car charge $ 65/car net
Computer
Date : 25/01/19 Clerk : Kar
Date Clerk
25/1/19 Kar
 DENSITY CHART

MONTH : OCTOBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ………………………… 31

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ------------------------ 31

Twin. 101

Twin. 102 MR/S. K NISHIKORI

Dbl.. 103 MR/S. K NISHIKORI

Dbl. 104

Dbl. 105
TRAVEL AGENT RESERVATION
1. TRAVEL AGENT RESERVATION

Reserved by : Mr. Robert, from King Travel Singapore

Guest name : Mr. Andre Rodriguez and pty ( 3 pax )
Type of room : 1 Twin and 1 single bed superior rooms
Arrival date : 11/10/2019 by SQ. 242 at 12. 20 pm
Departure date : 16/10/2019 by LH. 423 at 11. 40 am.
Payment : Room and breakfast paid by King travel, Singapore
Special request : Adjoining room on third floor fruit basket and flower
basket in the room
Address : Orchard road 255, Singapore
Phone : 065 4845 2204
Facsimile : 065 4845 2218
E-mail : King travel @ Gmail. com
 RESERVATION FORM

Surname Initial Title Person Arrival and Departure detail

RODRIGUEZ ANDRE MR. Pty 3
Arr. Date : 11/10/19 By : SQ. 242 Time : 12.20
pm.
Dep. Date : 16/10/19 By : LH. 423 Time : 11..40 am.

Requested By Type of Standard Superior Deluxe Suite

Rooms
Total Rate Total Rate Total Rate Total Rate
Telephone V Single 1 US.$. 100 ++ ( contract rate )

Facsimile Double

E-mail Twin 1 US.$. 125 ++ ( contract rate )

Personal Extra bed

Meals Arrangement : Room and daily ABF

Reserved by : Mr. Robert Address : Orchard Road 255, Singapore / King Travel Singapore

Telephone number : 065 4845 2204 Facsimile no. : 065 4845 2218

E-Mail address : King Travel @ Gmail. com

Account Instruction : Room and daily ABF, fruit & flower basket at US$.15 nett will be on King Travel Simgapore account

Remarks/Special request : adjoining room on third floor , fruit and flower basket in the room
Computer
Date : 11/02/19 Clerk : Agung Date Clerk
11/02/19 Agung
 DENSITY CHART

MONTH : October YEAR : 2019

ROOM/DATE 1 2 ….. ……. …… 10 11 12 13 14 15 16 17 ………………… 31

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 …… …… ……. 10 11 12 13 14 15 16 17 ---------------- 31

MR. A RODRIGUEZ
Twin. 101
MR. A RODRIGUEZ
Twin. 102

Twin 103

Dbl. 104

Dbl. 105
2. TRAVEL AGENT RESERVATION
Reserved by : Mr. Bread from Venture Holidays Travel
Guest Name : Mr/s. Arnold Van den Bosh and Family 4 persons
Type of room : 2 twin bed superior rooms
Arrival date : 02/12/19 By : TG. 702 at 11.25 am
Departure date : 07/12/19 By : QF. 524 at 10.35 pm
Room rate US.$. 150 + 21% service charge and tax, and includes ABF.
Address : Venture Street 104, Melbourne Australia
Phone number : 065 3 2246 0845
Facsimile number : 065 3 2246 0850
E-mail : Venture Holidays @ Gmail. com
Account : Room, daily ABF, and day used room until
6 pm paid by Venture Holidays travel
Special request : adjacent room and day used until 6pm
 RESERVATION FORM

Surname Initial Title Person Arrival and Departure detail

VAN DEN BOSH ARNOLD Mr/s. 4
Arr. Date : 02/12/19 By : TG.702 Time : 11.25 AM
Dep. Date : 07/12/19 By : QF. 524 Time : 10.35 PM

Requested By Type of Standard Superior Deluxe Suite

Rooms
Total Rate Total Rate Total Rate Total Rate
Telephone V Single

Facsimile Double

E-mail Twin 2 @ US.$. 150 ++(cont rate)

Personal Extra bed

Meals Arrangement : Room and daily ABF

Reserved by : Mr. Bread Address : Venture Holidays Travel Australia

Telephone number : 0365 3 2246 0845 Facsimile no. : 065 3 2246 0850

E-Mail address : Venture Holidays @ Mail. com

Account Instruction : room , daily ABF and day used room until 6 pm will be paid by Venture Holidays Travel

Remarks/Special request : adjacent room and day used until 6 pm. charge 50%

Computer
Date : 17/02/19 Clerk : Agung
Date Clerk
17/02/19 Agung
 DENSITY CHART

MONTH : DECEMBER YEAR : 2018

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ………………………… 31

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ------------------------ 31
MR/S. A. Van den Bosh
Twin. 101
MR/S. A. Vanv den Bosh
Twin. 102

Twin 103

Dbl. 104

Dbl. 105
COMPANY RESERVATION
1. COMPANY RESERVATION
Reserved by : Mr. Jenkins, PT. Astra International Jakarta
Guest Name : Mrs. Natalie Glebola and Pty. ( 4 pax )
Type of room : 2 twin bed deluxe rooms
Arrival date : 03/10/19 By : MH. 420 at 10.50 am
Departure date : 09/10/19 By : GA. 524 at 12.30 pm
Address : Jln. Dharmawangsa 422, Jakarta
Phone number : 021 2646 4228
Facsimile number : 021 2646 4220
E-mail : Astra Jakarta @ Gmail. com
Account : Adjoining room facing the beach and daily American
breakfast will be paid by Astra International Comp.
Jakarta
Special request : adjoining room facing the beach, fruit basket in the room
 RESERVATION FORM

Surname Initial Title Person Arrival and Departure detail

GLEBOLA NATALIE Mrs. & Pty 4
Arr. Date : 03/10/19 By : MH. 420 Time : 10.50
AM
Dep. Date : 09/10/19 By : GA. 524 Time : 12.30 PM

Requested By Type of Standard Superior Deluxe Suite

Rooms
Total Rate Total Rate Total Rate Total Rate
Telephone V Single

Facsimile Double

E-mail Twin 2 @ US.$. 125 ++

Personal Extra bed

Meals Arrangement : Room and daily ABF

Reserved by : Mr. Jenkins Address : Astra International Comp. Jakarta

Telephone number : 021 2 646 4228 Facsimile no. : 021 2646 4220

E-Mail address : Astra @ Gmail. com

Account Instruction : Room and daily ABF will be on .Astra International Comp. account

Remarks/Special request : adjoining room facing the beach, and fruit basket free of charge
Computer
Date : 06/02/19 Clerk : Agung Date Clerk
06/02/19 Agung
 DENSITY CHART

MONTH : OCTOBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ………………………… 31

1
2
3
4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ------------------------ 31
MRS. N. GLEBOLA .
Twin. 101
MRS. N. GLEBOLA .
Twin. 102

Twin 103

Dbl. 104

Dbl. 105
2. COMPANY RESERVATION
Reserved by : Mr. James from PT. Freeport

Guest Name : Mr/s. Novak Djokovic and Fam ( 4 pax )

Type of room : 2 Double bed deluxe rooms
Arrival date : 05/11/19 By : TG. 423 at 10.35 am
Departure date : 11/11/19 By : SQ. 243 at 09.25 pm
Address : Jln. Tembaga Pura 200, Tembaga Pura Irian Jaya
Phone number : 0951 7243 5672
Facsimile number : 0951 7243 5674
E-mail : Freeport @ Gmail. com
Account : room and daily American breakfast, one bottle of
wine and pick-up service will be paid by PT. Freeport
Special request : Adjacent room, pick-up service at airport and one
bottle of wine in the room
 RESERVATION FORM

Surname Initial Title Person Arrival and Departure detail

DJOKOVIC NOVAK MR/S. 4
Arr. Date : 05/11/19 By : TG. 423 Time : 10.35
AM
Dep. Date : 11/11/19 By : SQ 243 Time : 09.25 PM

Requested By Type of Standard Superior Deluxe Suite

Rooms
Total Rate Total Rate Total Rate Total Rate
Telephone V Single

2 @ US.$. 125++
Facsimile Double

E-mail Twin

Personal Extra bed

Meals Arrangement : Room and daily ABF

Reserved by : Mr. James Address : PT. Freeport

Telephone number : 0951 7243 5672 Facsimile no. : 0951 7243 5674

E-Mail : Freeport @ Gmail. com

Account Instruction : Room, daily ABF, pick-up service by shuttle bus and one bottle of wine will be on PT. Freeport account

Remarks/Special request : Adjacent room, Pick-up service US.$ 18 net by shuttle bus and one bottle of wine at US.$.55 net
Computer
Date : 25/02/19 Clerk : Agung Date Clerk
25/02/19 Agung
 DENSITY CHART

MONTH : NOVEMBER YEAR : 2019

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ………………………… 30

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 3 4 5 6 7 8 9 10 11 12 ------------------------ 30

Twin. 101

Twin. 102

Twin 103

Dbl. 104 MR/S. N. DJOKOVIC

Dbl. 105 MR/S. N. DJOKOVIC

 CHAPTER VIII

SOURCES
RESERVATION
TEORI & PRACTICE
 EXAMPLE
RESERVATION BY LETTER OR EMAIL
 DIAGRAM HANDLING WRITTEN RESERVATION

GUEST REQUEST This might be done by letter, cable,

IN WRITTING facsimile, telex and e-mail

Check : arrival and departure date,

type and number of rooms
RESERVATION
CHART
Consul the reservation chart/ computer,
if yes then process can be continued
ACCEPT/REGRET

FILL UP Complete all reservation data attached

RESERVATION FORM with original guest request

Make slip/diary or input data in the

RESERVATION SLIP/
DIARY computer

RESERVATTION Record into the chart, if confirmation

CHART needed, then continue the process
LANJUTAN

SEND
CONFIRMATION Make confirmation and ask for deposit

FILE ALL All data file accordingly

DATA
End of the process

If the request is not available, offer an

OFFER
ALTERNATIVE
alternative in writing
If the alternative is agreed, fill up
reservation form

REGRET If it is not agreed, send regret notice,

NOTICE and file the document
 Edward Cullen, 99 Mt. Alphen Street,
Phone/Facsimile : 02 4701 4221- London

London, 18 August 2019

Reservation Manager
STP Bali International Hotel
Jln. Tari Kecak, Gatsu Timur
Denpasar 80351

Dear Sir,

I want to book one twin deluxe room with one extra bed for me, my wife, and my daughter
15 years old, and I need the room facing to the beach for 7 nights.
I will arrive on December 20, 2019 by GA.402 at 02.00 pm. local time, and depart by SQ. 607
at 12.30 pm.

Can you provide me transportation from airport to hotel on arrival, also I need one small
fruit and flower basket, and one bottle of champagne in my room.
I shall be grateful if you can send your confirmation, room rate and charge for transportation
from the airport

I am looking forward to receiving your confirmation at your early convenience, and thank you
very much for your kind attention.

Yours sincerely.
Edward Cullen
ISI JAWABAN
1. Reservation untuk Mr. Edward Cullen dinyatakan confirm
2. Harga kamar untuk 1 twin deluxe room US.$.125, extra bed US.$.50
per malam, harga kamar itu ditambah 21% service dan tax sudah
termasuk American breakfast.
3. Biaya penjemputan dari airport dikenakan biaya sebesar US.$. 45 net
untuk satu kendaraan satu kali jalan.
5. Fruit dan flower basket tidak dikenakan biaya, satu botol champagne
US.$. 35 net
6. Karena musim rame tamu diminta untuk mengirirm deposit sebesar
satu malam harga kamar dan dapat dikirim melalui transfer
ditujukan ke bank BNI jln. Gajah Mada Denpasar, nomor rekening
21 4287 5440.
7. Pembayaran deposit sudah diterima paling lambat satu minggu
sebelum tanggal kedatangan, dan sisa pembayaran dapat diselesaikan
pada saat akan check-out
8. Reservation yang diterima dan telah konfirm agar dicatat pada formulir
reservasi
 STP . Bali International Hotel
Jln. Tari Kecak, Gatsu Timur
Denpasar

Mr. Edward Cullen Denpasar, 1 September 2019

99 Mt. Alpen Street, London
Facsimile : 02 4701 4221

Dear Mr. E. Cullen,

Thank you for your letter of 18 August 2019 concerning your reservation for one twin deluxe
room plus one extra bed for you and your family.

We herewith are glad to inform you that your reservation at our hotel one twin deluxe room
with one extra bed is confirmed for 20 December until 27 December 2019, for 7 nights with the room rate
one twin bed room US.$. 125 and plus extra bed US.$. 50 per night.
The room rate is included daily American breakfast for three persons, plus 21% service charge and tax.

One bottle of champagne we charge you US. $.35 net , pick up service the charge is US.$. 45 net
per car for one way and for fruit and flower basket is free of charge.
For your information because month of December is high season in Bali, we shall much appreciate if you can
send one night room charge as deposit to our bank BNI at Jalan Gajah Mada, account number
21 4287 5440 one week before arrival, and the rest of payment can be settled when checking out.

We are waiting for your deposit, and looking forward to welcoming you and your family at STPBI HOTEL
on 20 December 2019
Thank you very much for your attention.

Yours sincerely,

I Made Sukarjana
 RESERVATION FORM
Surname Initial Title Person Arrival and Departure details

CULLEN EDWARD MR/S. 3 Arr. Date : 20/12/19 By : GA. 402 Time : 02.00 pm.
Dep. Date : 27/12/19 By : SQ. 607 Time : 12.30 pm

Requested By Type of Standard Superior Deluxe Suite

Rooms
Total Rate Total Rate Total Rate Total Rate
Telephone Single

Facsimile V Double

E-mail Twin 1 US.$.125++

Personal Extra bed 1 US.$. 50 ++

Meals Arrangement : daily American breakfast

Reserved by : Mr. E. Cullen Address :

Telephone number : Facsimile no. : 02 4701 4221

E-Mail address :

Account Instruction : P/A by cash

Chart/computer
Remarks/Special request : Pick up service at US.$.45 net by private car, Fruit and flower basket FOC, and one bottle of champagne
at US.$. 35 net Clerk Date
Date : 1/09/19 Clerk : KAR Kar 1/09/19
 DENSITY CHART

MONTH : DECEMBER YEAR : 2019

ROOM/DATE 1 2 …. …. 20 21 22 23 24 25 26 27 ………………………… 31

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 …… ….. 20 21 22 23 24 25 26 27 ------------------------ 31

Twin. 101

Twin. 102
MR/S. E . CULLEN
Dbl.. 103

Dbl. 104

Dbl. 105
GROUP RESERVATION FORM
 Group Reservation

Number of Rooms : 15 + 1

Sources : Travel Agent, Company, Government , Professional Conference Organizer (PCO).

Equipment : Simultaneous Translator

Room rate : Single Suplement.

 WARNING !!!!!
WHAT IMPORTANT TO REMEMBER
INFORMING
INFORMING TERM
TERM AND
AND CONDITION
CONDITION OR
OR HOTEL
HOTEL POLICY
POLICY
CONCERNING
CONCERNING RESERVATION
RESERVATION

Hindari menerima reservasi group terlalu banyak

a. Harga kamar untuk group biasanya lebih murah.
b. Membatasi tamu individual tinggal lebih lama
c. Memerlukan waktu untuk pengisian kamar setelah group check out.
d. Memerlukan tenaga dan peralatan extra saat group check in dan check out.
e. Mempengaruhi cash flow ( pembayaran tertunda ).
 GROUP RESERVATION
Room reservation for group is usually made by travel agent, now days
groups reservation is not only for tours group but also for MICE, group is
booked either by travel agent, companies and also government.
There are several things that must be taken into consideration when receiving
group reservations :
1. A complete information of the group request should be taken
2. For convention/MICE reservation or special food arrangements, the
food and beverage manager will be contacted to discuss the requests
and other facilities needed
3. Room rates will be clarified with sales manager or executive assistant
manager
4. Complimentary rooms if any will have to be indicated
5. The front office manager must always control average utilization for
group space is not more then 50% from available room.
6. A proper filing system for groups must be made
 DIAGRAM FOR GROUP RESERVATION
TRAVEL AGENT
GROUP REQUEST Receiving correspondence for group
request
Check reservation chart, room availability

F&B SALES RESERVATION Contact : Sales dept. for room rate,

DEPT. DEPT. CHART/ F & B dept. for meals service
COMPUTER
If yes, Confirmation

RESERVATION Fill up group reservation form

FORM

RESERVATION Complete reservation slip/diary or

SLIP/DIARY
Input all data in the computer (system )

RECORDING
Update reservation chart and
RESERVATION
CHART Block the room in the Computer

CONFIRMATION Make confirmation notice

NOTICE Send information to all departments concern
 CONFIRMATION
NOTICE

Make a follow up :
90 90
days befarrival
DAYS NOTICE 90 days before arrival
60 days before arrival
60 DAYS NOTICE FILING
30 days before arrival
30 DAYS NOTICE Ask for rooming list and deposit,
meals plan and other arrangements
File all documents about group

15 DAYS
PREPARATION Preparation for group :
- Rooming list, name of tour leader
ARRIVAL - Meals schedule/arrangement
DATE - Time of arrival and departure

FILING - Billing instruction

- Special instruction/request
- All document back to file
 GROUP’S RESERVATION FORM
Phone E-Mail Personal
Facsimile Letter
Group’s Name : Number of persons :
Number of rooms Room rates Arrival Departure
Single Date
Double Time
Twin From
Suite To

Extra bed BY

ARRANGEMENTS
Date
MEALS Breakfast
Lunch
Dinner
Transfer/Tours
Other services
Company/Travel Agent Attention :
Address Phone/facsimile
Deposit Received
Account Instruction
Rooming List Yes No
Remarks
Clerk Date :
90 Days Follow - up 60 Days Follow – up 30 Days Follow-up Chart/compute

Clerk Date
GROUP INFORMATION
 GROUP’S INFORMATION FORM

Group’s Name : Number of persons :

Name of Tour Leader :
Number of rooms Room rate Arrival Departure
Single Date
Double Time
Twin From
Suite To

Extra bed BY
MEALS ARRANGEMENT AND OTHER SERVICES
Date
Breakfast
MEALS Lunch
Dinner
Transfer/Tours
Other services
Complimentary room :
Commission :
Account Instruction :
Remarks :

CC . FO., FB. Mgr, HK, US. Acct. Eng. Satpam Date :

 GROUP RESERVATION DATA

Name of group : Diving Group

Tour leader name : Mr. A. Kawashima
Number of rooms : 20 Twin bed rooms
6 Single bed rooms
Number of persons : 46 persons
Arrival date : 23/12/2019 by JL. 524 at 02.15 pm. from Tokyo
Departure date : 28/12/2019 by GA. 403 at 10. 45 am. to Jakarta
Room rates : 1 twin US. $.110 and 1 single US.$.85, per room per night,
the room rates plus 21% service charge and tax, included daily American breakfast.
Meals arrangement daily American breakfast, lunch on 24 and 26 December
at US. $. 55 net per person, welcome dinner on 23 December with Legong dance
performance at US.$.75 nett per person, and on 27 December farewell party dinner
with live music at US.$.90 nett per person.
Reservation is made by Mrs. Sri from Trans tours Jakarta,
Phone number 021 4352 8802 and facsimile number 021 4352 8805,
Address Jln. Tham rin 104 Jakarta.
Room and meals will be paid by Trans Tours Jakarta, rooming list and deposit
will be sent 30 days prior to arrival.
One single room with meals is complimentary for tour leader
 GROUP’S RESERVATION FORM
Phone E-Mail Personal
Facsimile X V Letter

Group’s Name : Diving Group Number of persons : 46 pax

Number of rooms Room rates Arrival Departure
Single 6 US.$. 85 ++ Date 23/12/19 28/12/19
Double Time 02.15 pm 10.45 am.
Twin 20 US.$. 110 ++ From Tokyo
Suite To Jakarta

Extra bed BY JL. 524 GA. 403

ARANGEMENTS

Date 23/12 24/12 25/12 26/12 27/12 28/12

Breakfast X X X X X
MEALS Lunch X X
Dinner X X

Transfer : non
Other services Legong dance on 23 Dec. at US.$. 75 net/person and Live music on 27 December at US.$. 90 net/person
Company/Travel Agent Trans Tours Jakarta Attention : Mrs. Sri
Address Jln Tamrin 104 Jakarta Phone/facsimile : 021 4352 8805
Deposit Received will be sent 30 days prior to group arrival
Account Instruction Room, breakfast, Lunch at US. $ 55 nett, Dinner and performance will be Trans Tours account
Rooming List Yes X No
Remarks One single room with meals is complimentary for tour leader
Clerk KAR Date : 16/10/19 Computer
90 Days Follow - up x 60 Days Follow – up 30 Days Follow-up clerk Date
Kar 22/2/19
 GROUP’S INFORMATION FORM

Group’s Name : Diving Group Number of persons : 46 pax

Tour Leader : Mr. A. Kawashima
Number of rooms Room rate Arrival Departure
Single 6 US.$. 85 ++ Date 23/12/19 28/12/19
Double Time 02.15 pm. 10.45 am
Twin 20 US.$. 110 ++ From Tokyo
Suite To Jakarta

Extra bed BY JL. 524 GA. 403

MEALS ARRANGEMENT AND OTHER SERVICES
Date 23/12 24/12 25/12 26/12 27/12 28/12
Breakfast x x x x x
MEALS Lunch x x
Dinner x x
Transfer/Tours Non
Other services Dinner with legong dance at US.$. 75 net/person on 23/12, and dinner with live music on 27/12 at
US. $. 90 net/person, and lunch on 24 and 26 /12 at US. 55 net/person
Complimentary room : One single room with meals is complimentary for tour leader
Commission : N/A
Account Instruction : Room, daily b’fast, lunch and dinner will be on Trans Tours account
Remarks :
CC . FO., FB. Mgr, HK, US. Acct., Eng. Satpam Prepared by : KAR 16/3/19
RESERVATION DIARY
 RESERVATION DIARY

DAY : SATURDAY DATE : 15/09/17

Fol. Date of N a m e Person Room Rate Length of Remarks Room no

No. Booking Type stay

1 10/2/16 SALMAN, D Mr. 2 1 Twn US.$ 80 5 Nights Personal acct. 204

BROWN, J. Mr. + 21 % room facing the pool
transfer from airport

2 15/3/16 TANAKA MR/S. 2 1 Dbl US.$. 70 3 Nights Room facing to pool 306
Nett and fruit basket
3 8/4/16 MARGARET MRS 1 1 Sgl US.$ 50 2 Nights Non smoking room 402
Nett

4 12/4/16 ALFONSO MR/S. 2 1 Dbl US.$. 70 5 Nights Room Facing to the 403
+ 21% beach and transfer
from airport
5 3/5/16 WILLIAM W. MR. 1 1 Sgl US.$. 50 2 Nights Transfer from airport 206
+ 21 %
6 10/5/16 BECKHAM D. MR/S. 2 1 Dbl US.$. 90 4 nights room facing the beach 420
+ 21% transfer from airport
EXPECTED ARRIVAL LIST
EXPECTED ARRIVAL LIST

It is a list of confirmed reservation guests who will arrive on date of arrival,

such as :
1. It is prepared by reservation clerk one or two days before date of arrival
2. The information is collected from reservation form
3 . Blocking the room based on reservation request
4. Do communication with receptionist and other departments concerning
room blocking and other services (special request)
5. If it is group reservation, checked and blocked the room, corresponding
with rooming list and other services (special request)
6. Final check all documents/correspondence, room rate, special request,
payment for individual and also group confirmed reservations
7. Check and follow -up if there is reservation which is not sure,
such as no deposit/guaranteed, no flight detail, no confirmation.
8. Expected arrival list is arranged alphabetically such as VIP guest, group
and individual guests.
9. Copy of expected arrival list is distributed to all departments
concerned for further preparation
 DAY/DATE :
Prepared by :
EXPECTED ARRIVAL LIST ( EA. LIST )

Day/date : Sunday , 07/09/201x

Room Room Reserved by Payment Arrival Length Remarks

No Guest Name type rate of stay date
Flight Time

1 HE. Joko widodo presiden $ 1500 State Secretary Bpk Agus GA.402 10.00 3 nights V VIP. guest
Mr/s. suite State Secretary President R .I.

2 Frankoroso group 14 Twn $ 80 Dirga Bali Tours Dirga Bali Tour SQ.375 12.00 4 nights Room on
3 Sgl $ 65 Room + ABF third floor

3. Alfred B. Mrs. 1 sgl $ 75 Jabato tour Jabato JL.403 09.00 3 nights pool view
room +ABF

4. Breadly M. Mr/s 1 twn $ 90 Jatayu tour P/A. QF.729 19.00 5 nights beach view

5. Carter J. Mr. 1 sgl $ 70 Pacto tours Pacto GA. 408 14.00 2 nights transfer in
room only

6 Dalton M. Mr/s 1 dbl $ 90 Internet P/A. TG.423 13.00 4 nights beach view

Prepared by : Sri

CC. All departments concerned

 EXPECTED ARRIVAL LIST ( EA. LIST ) Monday 01/09/201x
LENGTH OF
No NAME OF GUEST/ ROOMS ROOM RESERVED PAYMENT ARRIVAL STAY REMARKS
GROUP RATES BY
BY TIME BY

1. Anderson Mr. J. 1 Sgl $.80++ Pacto tours room + b’fast GA.402 14.00 5 nights GA407 Pick up service
Pacto account
2. Aquino Mr/s. D. 1 Dbl $.90++ Bali tours room+ b’fast SQ.725 13.00 3 nights SQ.726 Room facing
Bali tours acct. to the beach
3. Breadly Mr/s. R. 1Twn $.95 net Internet Personal account QF.723 17.00 2 nights QF.724 Pick up service

4. Brian King Mr. K. 1 Sgl $.85 net Facsimile Personal account TG.425 12.00 3 nights TG. 426 Room facing to the
pool
5. Calvin Road Mr/s. J. 1 Tpl. $.110++ King tours Room+ b’fast JL. 424 13.00 4 nights JL. 427 Room on first floor
King tours acct.
6. Da Silva Mr. J. 1 Sgl $.80 ++ Vaya tours Room + b’fast MZ.404 11.00 5 nights MZ.407 Pick up service
Vaya tours acct.
7. Douglas Mr/s. R. 1 Dbl. $.90++ Bunda tours Personal account MH.624 14.00 3 nights MH.627 Quit room on first
floor
8. Fujimori Mr. A. 1 Sgl $.80++ Jabato tours Room+b’fast KL.622 16.00 2 nights KL.623 Pick up service
Jabato account
9. Gregory Mr/s. A. 1 Twn. $.95 net Internet Personal account GA.402 14.00 4 nights GA.405 Non smoking
and quit room
10. Hartanto Mr. 1 Dbl. $.95 net PT Jarum Room+ b’fast GA.404 16.00 3 nights GA.405 Room facing to the
PT Jarum acct. beach
11. Jordan Mr/s. M. 1 Twn. $90 ++ Facsimile Personal SQ. 723 12.00 4 nights SQ.724 Fruit basket, room
facing the beach

12. Roberto Mr. D. 1 Sgl. $.85 net Internet Personal account QF.723 17.00 2nights QF.724 Pick up service
13. Watanabe Mr/s. A. 1 dbl. $.95 net Rama tours Room + b’fast, JL. 424 13.00 4 nights JL.425 Room facing the
fruit basket Rama beach, and fruit
tours acct. basket
 CHAPTER IX

LATIHAN
HANDLING PERSONAL, GROUP,
AND TRAVEL AGENT
RESERVATION from EMAIL OR
LETTER!!!
 Edward Cullen, 99 Mt. Alphen Street,
Phone/Facsimile : 02 4701 4221- London

London, 10 October 2019

Reservation Manager
Dhyana Pura Hotel
Jln. Raya Padang Luwih, Dalung
Denpasar 80351

Dear Sir,

I want to book one twin deluxe room with one extra bed for me, my wife, and my daughter
15 years old, and I need the room facing to the beach for 7 nights.
I will arrive on October 23, 2019 by GA.402 at 02.00 pm. and depart by SQ. 607 at 12.30 pm.

Can you provide me transportation from airport to hotel on arrival, also I need one small
fruit and flower basket, and one bottle of champagne in my room.
I shall be grateful if you can send your confirmation, room rate and charge for transportation
from the airport

I am looking forward to receiving your confirmation at your early convenience, and thank you
very much for your kind attention.

Yours sincerely.
Edward Cullen
ISI JAWABAN
1. Reservation untuk Mr. Edward Cullen dinyatakan confirm
2. Harga kamar untuk 1 twin deluxe room US.$.150, extra bed US.$.55
per malam, harga kamar itu ditambah 21% service dan tax sudah
termasuk American breakfast.
3. Biaya penjemputan dari airport dikenakan biaya sebesar US.$. 45 net
untuk satu kendaraan satu kali jalan.
5. Fruit dan flower basket tidak dikenakan biaya, satu botol champagne
US.$. 35 net
6. Karena musim rame tamu diminta untuk mengirirm deposit sebesar
50%dari seluruh total pembayaran, dan dapat dikirim melalui transfer
ditujukan ke bank BNI jln. Gajah Mada Denpasar, nomor rekening
21 4287 5440.
7. Pembayaran deposit sudah diterima paling lambat satu minggu
sebelum tanggal kedatangan, dan sisa pembayaran dapat diselesaikan
pada saat akan check-out
8. Reservation yang diterima dan telah konfirm agar dicatat pada formulir
reservasi dan juga kamarnya diblok pada reservation chart
 Dhyana Pura Hotel
Jln. Raya Padang Luwih, Phone : 0361-426450, Facsimile : 0361-426452,
Denpasar

Mr. Edward Cullen Denpasar, 15 October 2019

99 Mt. Alpen Street, London
Facsimile : 02 4701 4221

Dear Mr. E. Cullen,

Thank you for your letter of 10 October 2019 concerning your reservation for one twin deluxe
room plus one extra bed for you and your family.

We herewith are glad to inform you that your reservation at our hotel one twin deluxe room
with one extra bed is confirmed for 23 October until 30 October 2019, for 7 nights with the room rate
one twin bed room US.$. 150 and plus extra bed US.$. 55 per night.
The room rate is included daily American breakfast for three persons, plus 21% service charge and tax.

One bottle of champagne we charge you US. $.35 net , pick up service the charge is US.$. 45 net
per car for one way and for fruit and flower basket is free of charge.
For your information because month of July is high season in Bali, we shall much appreciate if you can
send your payment 50% from total amount as deposit to our bank BNI at Jalan Gajah Mada, account
no. 21 4287 5440 one week before arrival, the rest of payment can be settled when checking out.

We are waiting for your deposit, and looking forward to welcoming you and your family at
Dhyana Pura Hotel on 23 october 2019.
Thank you very much for your attention.

Yours sincerely,
 RESERVATION FORM
Surname Initial Title Person Arrival and Departure details

CULLEN EDWARD MR/S. 3 Arr. Date : 20/10/19 By : GA. 402 Time : 02.00 pm.
Dep. Date : 27/10/19 By : SQ. 607 Time : 12.30 pm

Requested By Type of Standard Superior Deluxe Suite

Rooms
Total Rate Total Rate Total Rate Total Rate
Telephone Single

Facsimile V Double

E-mail Twin 1 US.$.150 ++

Personal Extra bed 1 US.$. 55 ++

Meals Arrangement : daily American breakfast

Reserved by : Mr. E. Cullen Address :

Telephone number : Facsimile no. : 02 4701 4221

E-Mail address :

Account Instruction : P/A by cash

Chart/computer
Remarks/Special request : Pick up service at US.$.45 net by private car, Fruit and flower basket FOC, and one bottle of champagne
at US.$. 35 net Clerk Date
Date : 12/09/18 Clerk : KAR Kar 12/02/19
 DENSITY CHART

MONTH : OCTOBER YEAR : 2019

ROOM/DATE 1 2 …. …. 20 21 22 23 24 25 26 27 ………………………… 31

1
2
3

4
5

CONVENTIONAL CHART

ROOM/DATE 1 2 …… ….. 20 21 22 23 24 25 26 27 ------------------------ 31

Twin. 101

Twin. 102
MR/S. E . CULLEN
Dbl.. 103

Dbl. 104

Dbl. 105
GROUP RESERVATION BY LETTER
SENTOSA TOURS AND TRAVEL
Orchard road 102, Phone/Facsimile 065 2434 5432, SINGAPORE

Reservation Manager Singapore, 10 October 2019

STP BALI INTERNATIONAL Hotel
Jln. Tari Kecak, Gatsu Timur
Denpasar

Dear Sir,
Could you book and confirm our reservation at your hotel as follows :
Group Name : Francoroso Group
Number of rooms : 12 twin and 6 single bed superior rooms
Arrival date : 13 December 2019 by GA. 402 at 12.30 pm. from Jakarta
Departure date : 18 December 2019 by SQ. 523 at 10.00 am. to Singapore
Please send your room rate for twin and single bed superior rooms, rate for daily
American breakfast , also dinner with Legong dance performance on 13 December at 08 pm.
As usual our tour leader will get one single bed room complimentary and also meals.
Please send your pre-invoice to our office, so we can send payment to your hotel.

We shall much appreciate if you can send your reply as soon as possible, and thank you
very much for your attention and good cooperation

Sentosa Tours and Travel

Peter Lee
Isi Jawaban
1. Reservation untuk group tersebut dinyatakan confirm
2. Harga kamar untuk twin US.$.120, single US.$.100, per kamar
per malam, harga kamar itu ditambah 21% service dan tax.
3. American breakfast US.$10 net dan dinner dengan pertunjukan
tari Legong US.$. 20 net per orang.
4. Satu kamar single termasuk makan complimentary untuk tour
Leader.
5. Hotel meminta travel agent agar mengirim deposit sebesar
50% dari total pembayaran paling lambat dua minggu
sebelum group check-in sudah diterima, dan sisanya agar
diselaikan pada saat group check -out ( dibuatkan pre invoice )
6. Deposit dapat dikirim ditujukan ke bank BNI jln. Gajah Mada
Denpasar nomor rekening : 21 4287 5440.
7. Hotel juga meminta agar rooming list untuk anggota group
dapat dikirmkan paling lambat 30 hari sebelum check-in.
8. Reservation tersebut agar dibuatkan reservation form
 STP BALI INTERNATIONAL HOTEL
Jln. Tari Kecak, Gatsu Timur, Denpasar 80351

Denpasar, 15 October 2019

Mr. Lee
Operation Manager
Sentosa Tours and Travel
Orchard Road 102
Singapore

Dear Mr. Lee,

We have received your letter of 10 October 2019 regarding your reservation for
Francoroso Group

We herewith are pleased to confirm your reservation for :

Group Name : Francoroso Group
Arrival Date : 13 December 2019 by GA. 402 at 12.30 pm.
Departure date : 18 December 2019 by SQ. 523 at 10.00 am.
Number of rooms : 12 twin and 6 single bed superior rooms
The room rate for superior rooms are : 1 twin US.$. 120 per room per night
1 single US.$. 100 per room per night
The above rate is subject 21% service charge and tax, charge for breakfast is US.$.10
net, and dinner with Legong dance performance is US. $. 20 net per person.
Please find enclosed our pre-invoice for the group after deducted one single
room complimentary for tour leader.

We hope 50% pre-payment from total invoice is received at least two weeks
before group arrival, otherwise the reservation is automatically released and
the rest of payment can be settled when the group checking-out.
Payment can be sent to bank BNI Jln. Gajah Mada account number : 021 4287
5440 and also please send name list of the group, so we can allocate the room.

We are looking forward to receiving your pre-payment, and thank you very much
for your attention and cooperation at all times.

Yours sincerely
Reservation Manager
JAWABAN SURAT RESERVASI GROUP
 STP BALI INTERNATIONAL HOTEL
Jln. Tari Kecak, Gatsu Timur, Denpasar 80351

Denpasar, 15 October 2019

Mr. Lee
Operation Manager
Sentosa Tours and Travel
Orchard Road 102
Singapore

Dear Mr. Lee,

We have received your letter of 10 October 2019 regarding your reservation for Honey
moon Group.

We herewith are pleased to confirm your reservation for :

Group Name : Francoroso Group
Arrival Date : 13 December 2019 by GA. 402 at 12.30 pm.
Departure date : 18 December 2019 by SQ. 523 at 10.00 am.
Number of rooms : 12 twin and 6 single bed superior rooms
The room rate for superior rooms are : 1 twin US.$. 120 per room per night
1 single US.$. 100 per room per night
The above rate is subject 21% service charge and tax, charge for breakfast is US.$.10
net, and dinner with Legong dance performance is US. $. 20 net per person.
Please find enclosed our pre-invoice for the group after deducted one single
room complimentary for tour leader.

We hope 50% pre-payment from total invoice is received at least two weeks
before group arrival, otherwise the reservation is automatically released and
the rest of payment can be settled when the group checking-out.
Payment can be sent to bank BNI Jln. Gajah Mada account number : 021 4287
5440 and also please send name list of the group, so we can allocate the room.

We are looking forward to receiving your pre-payment, and thank your very much
for your attention and cooperation at all times.

Yours sincerely
Reservation Manager
Pre Invoice :
Twin room : 12 x US.$. 120 x 5 = US.$. 7.200
Single room : 6 x US.$.100 x 5 = US.$. 3.000 +
US.$. 10.200
10% service charge US.$. 1.020
11% Tax US.$. 1.122 +
Sub total US.$. 12.342
Breakfast 30 x 5 x US.$. 10 = US.$. 1.500
Dinner 30 x U.S.$.20 = US.$. 600 +
Sub Total US.$. 14.442
Less complimentary :
1 Sgl. room 1 x $.100 x 5 + (21%) = US.$. 605
Breakfast 1 x 5 x $.10 = US.$. 50 + -

Dinner 1 x $.20 = US.$. 20

Sub total = US.$. 675
Total pre - invoice must be paid = US.$. 13.767

Advance payment 50% x US.$. 13.767 = US.$. 6.883,50

 GROUP’S RESERVATION FORM
Phone E-Mail Personal
Facsimile XV Letter
Group’s Name : Francoroso Group Number of persons : 30 pax
Number of rooms Room rates Arrival Departure
Single 6 US.$. 100 ++ Date 13/12/19 18/12/19
Double Time 12.30 pm 10.00 am.
Twin 12 US.$. 120 ++ From Jakarta
Suite To Singapore

Extra bed BY GA. 424 SQ. 523

ARRANGEMENTS
Date 13/12 14/12 15/12 16/12 17/12 18/12
MEALS Breakfast X X X X X
Lunch
Dinner X
Transfer/Tours non
Other services dinner on 13/07 with legong dance at US. $. 20 nett , b’fast at US $ 10 nett.
Company/Travel Agent Sentosa Tours & Travel Singapore Attention : Mr. Peter Lee
Address Orchard road 102 Singapore Phone/facsimile : 065 2434 5432
Deposit Received will be sent 2 weeks before arrval
Account Instruction Room, daily breakfast, and dinner will be on Sentosa Account
Rooming List Yes X No
Remarks One single room with meals is complimentary for tour leader.
Clerk KAR Date : 15/10/19
90 Days Follow - up 60 Days Follow – up x 30 Days Follow-up Computer

Clerk Date
 CHAPTER X

RUMUS
&
PERHITUNGAN DALAM
RESERVASI
 CACULATING ROOM RATE PLUS 21%
SERVICE CHARGE AND TAX

Examples :
Room rate for 1 twin bed room US.$. 120 plus 21% service charge and tax ,
room rate includes American breakfast, the guest when checking - out will
pay the bill :
Basic room rate US.$. 120
10% service charge US.$. 12 +
US.$. 132
10% tax US.$. 13,20 +
Total bill that guest must pay US.$. 145,20 or

US.$. 120 x 1,21 = US.$. 145,20

 ROOM RATE

STANDARD ROOM
Single bed : US.$. 75.00
Double/twin bed room : US.$. 95.00
SUPERIOR ROOM
Single bed room : US. $. 85.00
Double/twin bed room : US. $. 115.00
DELUXE ROOM
Single bed room : US. $. 95.00
Double/twin bed room : US. $. 125.00
EXTRA BED : US. $. 50.00

SUITE : US. $. 750.00

The room rate is included American breakfast, plus 21% service and tax
PICK-UP SERVICE : - By shuttle bus US.$. 15 net per person one way
- By private car US.$. 45 net per car one way
FRUIT BASKET : is free of charge ( FOC)
One bottle of Wine/Champagne the charge is US.$. 55 net
CONTOH MENGHITUNG KOMISI
Contoh menghitung komisi

1. Mr/s Brown stayed in the hotel 3 nights, and booking was made by
travel agent, with the rate $ 100 per night plus 21 % tax and service
charge

Room rate 3 nights = 3 x $100 = $ 300

10 % service charge $ 30 +
11% Tax $ 33
Mr. Brown pays his bill $ 363
Commission paid to Travel agent = 10% x $ 300 = $ 30

2. Mr. Black & Fam using 2 rooms stayed in the hotel 4 nights, room rate
$ 242 for 2 rooms per night, includes 21% tax and service charge

Room rate paid by Mr. Black : 4 x $ 242 = $. 968 _

Less 21% tax and service charge $. 168
Room only $. 800

Commission paid to travel agent 10% x $ 800 = $.80

 CONTOH MENGHITUNG KOMISI

Mr Brown & keluarga menginap 3 malam dan menggunakan 3 kamar twin,

dengan harga kamar $. 262 per malam termasuk makan pagi dan 21% tax
and service charge . Alokasi untuk breakfast $. 10 net per orang, per hari
Hitunglah berapa komisi yang harus dibayar, jika besarnya komisi 10% dari
harga kamar saja ( room only)
Jawab :
Bill yang dibayar oleh Mr. Brown : 3 x 3 x US. $. 262 = $. 2.358
Dikurangi breakfast : 2 x 3 x 3 x $. 10 = $. 180
Room termasuk 21% tax and service $. 2.178 (121% )

Room only : $. 2.178 : 1,21 = $. 1.800

10 % komisi room only : 10% x $.1.800 = $. 180

Room only ( basic room rate ) $. 1.800

Service charge 10% x $. 1.800 = $. 180
Tax 11% x $. 1.800 = $. 198
$. 378
Total bill yang dibayar Mr. Brown $. 2.178
 Contoh menghitung komisi ( latihan )

1. Mr. Brown menginap selama 3 malam dan kamarnya dibooking oleh travel
agent, kamar yang digunakan adalah 1 Twin @ $ 60/malam dan 1 sgl
@ $ 40/malam, harga kamar sudah termasuk 21% tax dan service charge.
Hitunglah berapa komisi yang harus dibayar oleh hotel kepada travel agent
jika besarnya komisi adalah 10% dari harga kamar saja

2. Mr. Smith menginap selama 4 malam dan menggunakan kamar 1 triple

dengan harga $ 150/malam, harga tersebut termasuk 21% tax dan service
charge, serta breakfast @ $ 5 per orang per hari.
Hitunglah berapa komisi yang harus dibayar oleh hotel kepada travel agent
jika besarnya komisi adalah 10% dari harga kamar saja
JAWABAN
1. Biaya Kamar : 1 x 3 x $ 60 = $ 180
1 x 3 x $ 40 =
$ 120 +
Total $ 300 _
Dikurangi 21% Tax & service $ 52,07
Harga kamar saja = $ 247,93
10% komisi 10% x $ 247,93 = $ 24,79

2. Biaya kamar : 1 x 4 x $ 150 = $ 600 _

Breakfast : 3 x 4 x $ 5 = $ 60
$ 540 _
Dikurangi 21 % Tax & service = $ 93,72
Harga kamar saja $ 446,28
10% komisi 10% x $ 446,28 = $ 44,628 ( $.44,63 dibulatkan )
 CONTOH MENYIAPKAN PRO-FORMA INVOICE

1. Group Honda menginap di hotel selama 2 malam dan menggunakan

kamar seperti berikut : 15 Sgl. room @ $ 50/malam
20 Twn. room @ $ 75/malam
Harga kamar tersebut termasuk 21 % tax dan service charge, tour
leader mendapat 1 sgl room complimentary.
Buatlah pro-forma invoice untuk group tersebut

2. Group Pelangi menginap 3 malam di hotel dengan jumlah kamar

adalah : 12 sgl. room @ 55/malam
15 twn room @ 75/malam
Harga makan pagi per orang adalah $ 10/hari , harga tersebut
belum termasuk 21% tax dan service charge.
Tour leader mendapatkan one single room complimentary termasuk
makan pagi
Buatlah pro-forma invoice untuk group tersebut ?
 JAWABAN
1. Biaya kamar : Sgl room 15 x 2 x $ 50 = $ 1.500
Twn room 20 x 2 x $ 75 = $ 3.000 +
Sub total = $ 4.500 _
one single room complimentary 1 x 2 x $ 50 = $ 100
Total bill yang harus dibayar = $ 4.400

2. Biaya kamar : single room 12 x 3 x $ 55 + (12 x 3 x$ 10) = $ 2.340

twin room 15 x 3 x $ 75 + (30 x 3 x$ 10) = $ 4.275 +
Sub total = $ 6.615 _
one single room complimentary 1 x 3 x $ 55 + (3 x $10 ) = $ 195
Sub total = $ 6. 420
21 % Tax dan service charge = $ 1.348,20 +
Total bill yang harus dibayar = $ 7.768,20
ROOM OCCUPANCY FORECAST

The front office department especially reservation section is

responsible to make out various reports such as :
- Room occupancy forecast
- Group Information
- Expected arrival list
- Room Statistic

These reports are important for all operating departments of

the hotel.
The management will take many decisions on these reports.
Bellow is the example of room occupancy forecast
 ROOM OCCUPANCY FORECAST

Room occupancy forecast is made for :

1. Daily room occupancy
2. Weekly or ten days room occupancy
3. Monthly room occupancy
4. Yearly room occupancy
When preparing room occupancy forecasting, there are several
things that must be taken into consideration :

1. A through knowledge of the property and the area in

which it is located.
2. A list of all events schedule in the area
3. The occupancy history over the past several months,
and the previous month or year.
4. Any ratios that have been developed ( percentage of
early departure , walk in, overstay, no show )
5. Any trends that have developed ( history of lead time
for reservations received )
6. The profiles of specific groups booked for the given day
7. The profiles of the general market served by the property
8. The number of room guaranteed and guaranteed
reservations made for that day
9. If any blocks are being held, the percentage of rooms
reserved and cut off date of the block
10. Any plans for future remodeling or renovation which put
the rooms out of order
The used of Room Occupancy Forecast

1. The room forecast for expected revenues and expenses

2. The room forecast is usually made on monthly basis, and generally
is used for food and beverage planning, department heads to
schedule labor and project expenses, and also other planning
programs
3. A weekly, ten days, fourteen days forecasts, are usually used to
update scheduling and cost projections
4. The room forecast is used for room rate strategy, when low, high
pick season
5. Some times a three days forecast are also be made in order to
know and predict the most current of room availability status.
So the general manager can give the instructions whether the
new bookings are closed or opened.
The formula for determining the number of rooms available for
sales as follows :

Daily Room Available for sale :

Total available rooms – out of order rooms – number of

stay over - number of reservations + number of no show
factor + under stay - over stay

Bellow is the example how to apply the formula for 300 rooms hotel,
and the data given as follows :
- Total available room : 300
- Out of order room : 0
- Stay over : 150
- Reservation : 30
- No show factor : 10%
- Under stay : 12
- Over stay : 0
The request : please calculate the room available for sale ?

The answer : 300 - 150 – 30 + 10% (30) + 12 – 0 = 135

Room occupancy = 300 – 135 x 100% = 55%

300
 RUMUS

1. Room occupancy : Total Room occupied x 100 %

Total Room available

Total Guest night – Total Room occupied x 100 %

2. Double occupancy : Total Room occupied

3. Average daily room rate (ADR/ARR ) : Total net room revenues

(termasuk complimentary + HU ) Number of room occupied

4. Average daily room rate ( ADR/ARR ) : Total net room revenues

( tidak termasuk Compliment + HU ) Number of room sold

5. Average length of stay : Total Guest night

Total Guest arrival

6. Revenue per available room ( Rev. par ) :

Room occupancy % x ARR
Net room revenue : Room available
CONTOH MENGHITUNG ROOM NIGHT DAN GUEST NIGHT

Mr/s. Morgan menggunakan 1 double bed check-in

10 Oktober dan check-out 15 Oktober

Room night : 1 x 5 = 5 Rns

Guest night : 2 x 5 = 10 Gns
 MENGHITUNG ROOM NIGHT DAN GUEST NIGHT ( Latihan )

1. MR/S. Brown menggunakan 1 double bed check- in

tgl. 2 oktober dan check-out tgl. 10 Oktober
2. Mr. Beckham menggunakan 1 single bed check-in
tgl. 5 Oktober dan check-out tgl. 15 Oktober
3. Mr. Takashima dan keluarga menggunakan 1 triple bed
check-in tgl. 8 Oktober dan check-out tgl. 17 Oktober
4. Mr. Santoso dan party menggunakan 2 twin bed
check-in 10 Oktober dan check-out 15 Oktober

PERTANYAAN :

Hitunglah berapa room night dan guest night ?

 JAWAB

1. 1 twin bed untuk 2 orang menginap 8 malam :

Room night : 1 x 8 = 8 Rns
Guest night : 2 x 8 = 16 Gns

2. 1 single bed untuk 1 orang menginap 10 malam :

Room night : 1 x 10 = 10 Rns
Guest night : 1 x 10 = 10 Gns

3. 1 Triple bed untuk 3 orang menginap 9 malam

Room night : 1 x 9 = 9 Rns
Guest night : 3 x 9 = 27 Gns

4. 2 double bed untuk 4 orang menginap 5 malam

Room night : 2 x 5 = 10 Rns
Guest night : 2 x 2 x 5 = 20 Gns
The important statistics that are occasionally used when preparing
the room forecast :

1. Percentage of no shows :
Number of no shows x 100%
Number of reservations

2. Percentage of under stay :

Number of early check out x 100%
Number of departure expected

3. Percentage of over stay :

Number of over stay x 100%
Number of departure expected

4. Percentage of walk in :
No. room night of walk in x 100%
Total room night of arrival
 DAILY ROOM OCCUPANCY FORECAST FOR THE NEXT 3 DAYS
DAY : MONDAY, JANUARY 31 YEAR : 201X

Number of guests 350 Rooms coefficient

a. Available rooms 520 80%
b. Occupied rooms 416

FORECAST FOR FEBRUARY 01

c. Departing rooms 210
d. Arriving rooms ( reservation) 184
e. Occupancy forecast (b – c + d ) 390 75%
f. Total unsold rooms ( a - e ) 130

FORECAST FOR FEBRUARY 02

g. Occupied Rooms 390
h. Departing rooms 240
i. Arriving rooms 292 85%
j. Occupancy forecast ( g – h + I ) 442
k. Total unsold rooms ( a – j ) 78

FORECAST FOR FEBRUARY 03

l. Occupied rooms 442
m. Departing rooms 190
n. Arriving rooms 164 80%
o. Occupancy forecast ( l – m + n ) 416
p. Total unsold rooms ( a – p ) 104
 WEEKLY ROOM OCCUPANCY FORECAST

For Week Ending : ……………………….

Sun Mon Tues Wed Thurs Fri Sat Total Week

Convention A 25 100 100 100 - - - 325
B - - - 40 40 40 - 120
C - - - 100 100 100 300
Total Convention 25 100 100 140 140 140 100 745
Transient with Resv. 40 80 125 80 85 65 50 525
Transient without Resv. 20 24 42 40 10 50 80 266
Permanent guest 105 105 105 105 105 105 105 735
Others ( HU & Compl. ) 10 8 12 8 12 8 8 66
T. Estimated Occ. Room 200 317 384 373 352 368 343 2.337
Rooms out of Order 5 3 - - - - 5 13
T. Room available 400 400 400 400 400 400 400 2.800
Occupancy Percentage 50% 79,3% 96% 93,3% 88% 92% 85,8% 83,4%
Guest Count 240 380 460 445 428 450 412 2.815
CHAPTER XI

SUPPLEMENT FOR WRITING

EMAIL AND PHONE
EXPRESSION FOR
RESERVATION
 SOME EXPRESSIONS IN WRITING BUSINEES LETTER

1. Request
Please book one single superior room
Would you please send your one night deposit
Will you please reserve one ticket for me
We shall be pleased if you will reserve ------------------------
We should be pleased if you would reserve ------------------
We shall be grateful if you will book ---------------------------
We should be grateful if you would book ---------------------
We shall appreciate your reserving ------------------------------
We should appreciate if your reserving ------------------------
We shall appreciate it if you will book -------------------------
We should appreciate it if you would book -------------------
Can you reserve one twin room at your hotel for ------------
Could you book one single room and send your -------------
2. Opening Letter

a. Thank you
We thank you for your letter of January 21,
Thank you for your letter of December 25,

b. Letter has been received

We acknowledge receipt of your letter of January 10,
We have received your letter of November 20,
We acknowledge with thanks your letter of February 11,

c. Responding letter
In response to your letter of May 20, we are pleased to inform
you that ------------------------------
In reply to your letter of January 5, we are glad to inform you ---------
In answer to your letter of March 2, we are happy to inform you -----

d. Referring to the letter

With reference to your letter of July 11, ----------------------------
We refer to your letter of June 10, -------------- ---------------------
Referring to your letter of February 20, -----------------------------
Answering your letter of December 20, -----------------------------
 3. Enclosing
We are pleased to enclose our latest information folder
We enclose --------------------------------------------------------
We are enclosing -------------------------------------------------
We are glad to attach a copy of your confirmation form
We are attaching ------------------------------------------------
4. Informing
Please let us know the exact date of your arrival
Please inform us --------------------------------------
Please advise us the details of your arrival
He told us that he would arrive on January 15,
He informed us that ----------------------------------
5. Apology
Please excuse our omitting to send the brochures
Please excuse us for not sending the brochures
Please excuse us for not sending ---------------------
We are sorry to tell you that ------------------------ -
We regret to inform you that -----------------------
 We regret the error ---------------------------------------------
We sincerely regret the error ---------------------------------
We regret the delay and hope that it will not cause you ------
We apologize for the delay
Please accept our apologies for the mistake ---------------------

6. Confirming telephone conversation

Supplementing/confirming/regarding our telephone
conversation of this morning, --------------------------------------
We confirm our telephone conversation of to day, --------------
This is to confirm our telephone conversation of this morning,

7. Requesting for payment

We enclose a check in the amount of US.$. ------------------
We enclose our statement amounting to US. $. --------------
Will you please settle this account as soon as possible
We are enclosing our check for the amount of US.$. ------------
Please make the check payable to --------------------------------
Please find a check in payment of -------------------------------
8. Closing sentence
Thank you very much for your attention and cooperation
We shall be grateful if you will give this matter your immediate
and careful attention
Thank you again for your help, we shall be ready to serve you
in every way possible
We are looking forward to receiving your reply
We look forward to hearing from you
We are expecting your early answer
An early replay will be much appreciated
We are waiting for your confirmation
We shall much appreciate to your respond
Thank you very much for your answer
We are waiting for your deposit at your early convenience
We shall be grateful if you send your payment as soon as
possible and your confirmation will be highly appreciated
 PROCEDURE HANDLING RESERVATION BY PHONE

1. Pick-up the phone not more than 3 rings

2. Greeting, mention identity, and offering help
- Good morning or good afternoon,
- Reservation, Andi speaking
- How may I assist you ?
3. Obtaining guest desires or needs
- Ask name of the caller
- Ask what kind of and how many rooms do you like to reserve ?
- And when is it for and for how many nights/long ?
4. Checking the room availability/check reservation chart
- Alright sir or Mr. ………. Would you wait for a moment please.
We would like to check if the room requested is available for you
- Thank you for your waiting, we have a good news that the room
requested is available for you
5. Selling the room
Explaining :
- Location of the hotel
- Hotel facilities
- Types of rooms and facilities are available in
each room when explaining facilities emphasizing
the unique selling point (USP)
- Room rate

6. Recording the guest data

- After the guest agrees with type of room and rate
- Ask whether reservation is for caller or for some one else
- Ask for :
Complete name, arrival and departure flight details, time
of arrival and departure , phone or facsimile number,
special request, and method of payment.
- If payment is settled by credit card ask for number and
expire date of credit card
7. Repeating the guest data
- Before repeating ask the caller if he/she needs other
services
- Repeat the guest reservation to avoid mistake in
recording

8. Informing terms and condition or hotel policy of reservation

Ask for reservation guarantee such as :
- Number and expire date of credit card if payment is settled by
credit card
- Deposit if payment is made by cash
- Copy voucher if it is paid by travel agent
- Guarantee letter if it is paid by company
Informing guest concerning cancellation and no show policy
Informing guest about check-in and check-out time
9. Closing the conversation
- Offering other assistants
- Thanks the guest/caller for the reservation
- Wishing to welcome the guest

10. Processing guest data

- Completing the reservation form
- Blocking the room on the reservation chart
- In-put data into computer if system is in used
- Filling the reservation form
MATUR SUKSEMA