Fy. Bba(H) Unit 4. Reservation & Information

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  • Topic: Hotel, The Guest, Reservation in India
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UNIT 4 – Reservation & Information
Definition of Reservation
‘Reservation is a process of booking or blocking of room (s) for future guest for particular period of time’. Reservation is the process of booking a room prior to the arrival of the guest so that the room is available at the time the guest checks in. The Reservation process involves taking the guest’s requests for a particular room if any, at an agreed price and recording such request precisely before confirming the reservation. Modes of Reservation

Some Popular modes used by guests to make room reservations are: 1. E-mail: It has vastly revolutionized (fast changing) communication. Today a written confirmation by e-mail is accepted in business communication. 2. Post, fax, telexes and cables-still used in remote areas. 3. Websites-modern reservation software gives instant confirmation to guests via the web. 4. Personal visits by local representatives of the guests. Many guests still want the comfort of human contact when making reservation. Sources of Reservation

1. Direct
2. Tour Operators
3. Travel Agents
4. Airlines
5. Referral Hotel s
6. Corporate Companies
7. Embassies or High Commission
8. Government or Semi-Govt. Offices
9. Central Reservation Office(CRO)
10. Other Units of same chain
System of Reservation
All over the world various hotels are following different reservation system depending upon their size and finance. The major systems are as follows: 1. Diary System
2. Whitney System
3. Central Reservation System (CRO)
4. Global Distribution System (GDS)
5. Instant Reservation System (IRS)

1. Diary System:
This system of reservation is most suited to small hotels in small cities and towns. As the name suggests, the system consists of a bound book called Booking Diary. Each page of this diary represents one day. Hence it has 365/366 pages for a year. All the necessary information that is received from the prospective guest and recorded on reservation form is transferred to the diary. Since the diary is generally for one year, the pages are marked from January 1 to December 31 of the year. The booking diary records the reservations that have been received into their date of arrival. A sample format of the Booking Diary is given below:

S. N| Date of Booking| Name| Pax| Address | Time of arrival| Type of Room| Room Rate & Plan| Date of Departure| Book by| Billing Instruction| Remark| Sign | | | | | | | | | | | | | |

Procedure:
1. Receive guest inquiry
2. Check room availability in room status chart
3. Fill up reservation form
4. Update room status in chart
5. Entry made in diary
6. Letter of confirmation sent.
Advantage: It is useful for small and resort hotels. All the reservation records are available in one consolidated book, and chances of loosing the records are very less and hence it is safe. The book is easy to store. Disadvantage: Since the diary is bulky, it’s difficult to move it from one section to another. Only one person can work on the diary at one time. At a glance the diary will not be able to tell about the status of the guest. It can not be maintained in alphabetical order. Cancellation and amendments also create problem and disturb the sequence of the diary. 2. Central Reservation System (CRS):

The concept of CRS/CRO is simple and effective especially for chain hotels. A chain of hotel which has a CRO system has reservation office in different cities even if they do not have any unit operating in that city. All the units of the chain are inter-linked with CRO/CRS of the chain. The units allocate a particular percentage of the total number of rooms to CRO/CRS. It becomes the responsibility of CRO/CRS to book these rooms for the hotel. For providing this service, the units give a particular percentage of commission to CRO/CRS. Over a period of time a close watch on the performance of CRO/CRS...
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