It assures the guest that the hotel will hold rooms until a specific time of the day this time may be check out time, the start of the hotel day the guest in turn guarantees to pay for the room even if it is not used, unless the reservation is canceled according to the hotel's cancellation procedures
Guaranteed reservations protect the hotel revenue even in the case of no show, the situation in which the guest makes a reservation but does nor register or cancel the reservation, variation includes
a- Prepaid reservations
Requires that a payment in full be received prior to the guest's day of arrival. From the FO point of view this is the most desirable form of guaranteed reservation.
b- Credit card
unless a credit card guarantee reservation is canceled before a start cancellation hour, the property will charge the guest with the amount of the room rate
c- Advance deposit
Requires that the guest pay the hotel a specified amount of money before arrival. The amount of an advance deposit is large enough to cover one night's room rate and tax
d- Travel agency reservation
represented in the travel agency voucher, the agency forwards a voucher to the hotel as a proof for payment and a guarantee that the prepaid amount will be sent to the hotel when the voucher is returned to the T/A for payment
The hotel agrees to hold the room for the guest until a stated reservation cancellation hour usually 6 pm on the day of arrival.
This type of reservation does not guarantee that the property will receive payment for the no-shows. If the guest does not arrive by the cancellation hour, the hotel is free to release the room, meaning that it can add the room to the list of other rooms available for sale. If the guest arrives after the cancellation hour, the hotel will accommodate the guest if a room is available.
It is common for hotels nearly full occupancy to accept only guaranteed reservations once a specific number of expected arrivals is achieved.
Confirming a guaranteed reservation is considered a contract. If the hotel then fails to provide the room for a guaranteed reservation, legal penalties can be applied if the guest files a complaint.
In order to establish effective procedures, it is necessary for a hotel to gather information about reservation practices. The methods by which we can receive a reservation are:
Direct telephone, the hotel receives reservation requests by phone. Direct lines are frequently used for business generated locally. Sometimes customers or travel agents will call the hotel directly when they have been advised that the property is fully booked
Head office, chains encourage traveling companies to reserve ahead most often by phone, but also possibly through the head office
E-mail or fax, both is used most often for overseas transmittals. Other methods of requesting reservations generally account for only a very minor proportion of the total occupied rooms
when a reservation agent receives a request from a potential guest who is coming to the hotel, the clerk should get certain information from the guest and write it on a reservation form including:
Guest home address
Guest telephone number including the area code
Name, number and address of the guest's company
Number of guests and ages of children
Arrival date and time
Number of nights required or expected departure date
Special requirements like infants, disabled guest or non smoking accommodation
Additional information as needed like method of transportation, late arrival, flight details, room preference..etc
If the reservation is not being guaranteed, the clerk should be certain to explain the hotel policy regarding the cutoff line.
After the information has been gathered, the clerk should repeat the items back to the guests as part of the confirmation. This is done through the phone.
Allotment is an agreement between the hotel and the T/A to block a certain number of rooms on a daily basis with a special agreement and a special rate. This kind of agreement is done twice a year for the summer and the winter seasons
Handling allotment reservation fro individual and group is exactly the same procedures as the normal reservation for individual and group. The only difference is that the rooms are blocked from the T/a allotment in order to maintain a correct materialization.
Handling waiting listsThe waiting list system is adopted for use when potential guests telephone for a reservation after the house is full, under this system, the hotel: Advises the caller that no rooms are currently available for the requested dates Offers to take the callers name and telephone number Accommodates the guest immediately when a room opens up If nothing becomes available, assists the guest in finding alternative dates or accommodationsPreventing common reservation problemsSeveral steps during the reservation can cause errors. If employees are aware of the common trouble spots and how to avoid them, mistakes will be les likely to occur.Some of the errors are: Mechanical errors are made when completing the reservation form. Recording the wrong arrival and departure date, misspelling the guests name, or gives a family name for a first name. Caller making a reservation for a friend, relative or business and gives his own name. The reservation is filed under the wrong date or name. Misunderstandings occur due to terms used to describe various types of accommodations or services. So the reservation should make effort to understand what the customer wants. Poor communication with HO when the reservation forgets to notify of a near capacity situation or fails to update the system regarding room availability and rate changes. Canceling reservationsA prospective guest who takes the time to cancel a reservation is doing the hotel a service, for the cancellation lets the hotel know that a room is available for walk ins or those who reserve late.Being places on hold or transferred to several staff members is annoying as well as expensive for the long distance caller. Callers who receive such treatment may resolve never to book a room at the hotel again.There are two basic steps to cancel a reservation:1) Obtain the name under which the reservation was made as well as the guest address and arrival and departure date.2) Ask the caller if he would like to make an alternative reservation, if not express regret that the caller will not be able to stay at the hotel at this time and express the hope that the hotel can be of service during a future trip.
Reception / Cashier
FO 1 Staff will not tell customers to contact other
Departments but will make these contacts on
FO 2 There will be sufficient staff to cover 24 hour
FO 4 Registration cards will be prepared in advance
for all arriving guests and contain all information
available from reservation .
FO 5 Guest history records for all individual guests
will be checked for personal preferences
FO 7 Rooms for guests with special requests will be
Allocated whether guaranteed or not.
FO8 All VIP rooms will be allocated on a priority
Basis regardless of rate.
FO 9 Staff will establish and maintain eye contact,
Smile, and greet guest using guest’s name.
FO 10 and
explained to some special individual guests.
FO 14 Next destination booking will be offered to
guests only to other Sister Hotels .
FO 15 Staff to mention that the Hotel facilities are
listed in the checking in booklet and explained
to guest .
FO 16 No guest will wait more than 8 minutes to
complete check-in .
FO 17 Any guest waiting for rooms will be advised as to
the length of wait . They will be shown to a
comfortable place and offered refreshments .
Luggage and personal belonging will be stored by
bell staff . When the room is ready, the guest
will be advised immediately and escorted to room .
FO18 VIPs and Inn Hotels & Resorts Club guests will be
escorted to heir room , unless they specifically decline ,
by GRO or Management.
FO 19 Top VIP s (minimum V3&V4) will be registered in
Their room or suite.
FO 20 If guest with guaranteed reservation or those with
confirmed reservation (arriving before 1800 hr. )
are turned off , they will receive complimentary rooms
in a comparable Hotel , with transport to other Hotel
and a long distance call to home and offer arranged,
at no cost to patron .
FO 21 Reception staff or Assistant Manager will assist
guest with confirmed, but not guaranteed reservations
arriving after deadline , but ensuring that an . Alternate accommodation will be at client's expense
FO 22 All turned - away guests with reservation will
receive Pick-up arrangements , the following ,
day VIP treatment, a note or a call from
the Management and room upgrade .
FO 23 Pre-registration should be arranged prior to
FO 24 Group and crews will register in different check
in area, located away from main reception if space
FO 25 Final rooming list will be given to porters
within 10 mints of arrival and luggage
delivered to rooms 20 mints of group arrival .
FO 26 Tour or group leader will be welcomed by
Asst. FOM or Group Coordinator/Guest Relation .
During Guest Stay
FO 27 Reception will handle or forward all guests
request , No guest is ever told to call elsewhere .
FO 28 Foreign Currency exchange will be available 24
hours Daily , with exchange rates clearly visible and
up date daily by the bank in the Hotel .
FO 29 All phone calls will be answered before 4 Th.
ring , using standard script and guest mane .
FO 30 Message service will be offered when
communication or guest cannot be connected
(voice mail or hard copy )
FO 31 Reception will positively verify guest name and
room number before issuing duplicate key .
FO 32 Reception will always reconfirm rate to guest if
guest requests room change .
FO 33 Disabled Guest will be noted on all in house
guest lists, and switchboard and security will be
advised in case of emergency .
FO 34 Front Office Management will contact 5 non -
VIP guests daily to check if Inn Hotels & Resorts
Services meet their requirements.
FO 35 Safe deposit box facilities will be advertised in every room.
FO 43 Call Directly the Duty Manager.
FO 44 Coffee and tea will be available from 0500 till coffee
lounge or restaurant is operating at the said timing
( There will be 24 hours service lobby lounge operating)
FO 45 Staff will smile and establish eye contact , greet
and ask for guest name rather than room number. Name
should be used during check out process. Guest will
be asked if he / she enjoyed the stay , and comments will
be passed on to the appropriate departments .
FO 46 All documents relevant to guests account details
will be stored in a location that is readily available
for guest verification at check out .
FO 47 After verification of folio entries , if requested ,
paid folios will be presented to guest in a folder
as per Hotel standards .
FO 48 Guest will be reminded of airport departure
procedure and taxes if any , and offered an appropriate
farewell comment on leaving cashier .
FO 49 All customers disputed charges will be handled
immediately so guest satisfaction can be assured .
FO 50 Outstanding messages and mail will be checked
for guests .
FO 51 Luggage assistance will be offered .
FO 52 Guest will be thanked for choosing Inn Hotels & Resorts
Hotel and invited to return .
FO 53 No guest will wait more than 8 minutes to
complete check out .
FO 54 Quick check out guest, folios will be mailed with in
Two working days after guest departure
FO 55 Fax support will be provided when Business
Centre is closed .
FO 56 The Front Office will contain the following :
• At least 4 incoming telephone lines and 4
house telephone lines ,with call hold tansrfer
capability and one fax capability
• Guest name display part of computer system
• Front desk will have a well designed rack for the display
of the Hotel and the company and promotional brochures
• Voice mail service for guest .
• Computer Screens and printers .
• Luxury writing pad and quality pens .
• Credit card imprinted or credit authorization
• Office amenities (staplers, ect . )
• Log books
• Checks payable and paid notice stamp .
• Inn Hotels & Resorts detailed file .
• Registration cards arrival box .
• Registration cards rack holder by room / floor .
• Cashier drawers with touch code access or if not possible ,
regular key .
FO 57 All product to follow Inn Hotels & Resorts standards .
FO 58 Welcome Pack :
• Welcome folder (including information on out
lets and facilities )
• Verification of name , room number ,
rate and departure date .
• Welcome drink or meal voucher (if applicable)
• Inn Hotels & Resorts s information .
• Cash receipt
• Paid out
• Miscellaneous credit / debt
• Room and rate change .
• Safe deposit box record .
FO 60 Per- printed pad for hand written message
FO 61 Pre printed fax forms for guest use .
FO 62 Group check-in envelopes .