Offer alternatives if requested booking is unavailable Offer advice and information about available products, services and facilities Respond to questions asked by customer Element 3: Enter reservation details into system Record reservation details Update and utilise existing customer history Confirm booking details with customer on completion of data entry Explain relevant reservation issues Accept payment for reservation File reservation Generate reservation-related documentation Element 4: Maintain reservations Amend existing reservations as required Cancel reservations Follow up unconfirmed reservations Update internal records, documents and files as required Element 5: Communicate reservation details to others Notify internal personnel, service areas and departments in relation to reservations Notify external organisations in relation to reservations Explaining the functions and facilities of each system Describing the relative advantages and disadvantages of each system. Types of bookings may include: Accommodation suppliers, including hotels, guest houses, caravan parks Transport carriers, including aircraft, cruise ships, coaches, limousines Day and extended tour operators Rental car companies Dining and meal reservations Entertainment Tourist attractions Events. The ways in reservations may be received may include: Telephone Facsimile Mail Face-to-face Internet/e-mail. Customers who may require reservations should include: Private individual Groups Corporate customers Government agencies Conference delegates VIPs Agencies with whom the enterprise has a commercial ‘commission paid’ agreement for sales/bookings, including retail travel consultants, inbound tour companies, other venues/properties.
Tourist attractions – name the key ones in your region Special events that be on such as car races, major sporting events. Slide No Trainer Notes Discuss how reservations get to the establishments: Mail – In some countries today this is almost an extinct form for making a reservation Email – Finding the web address of an establishment and contacting them directly. Slide Slide No Trainer Notes Internet bookings – People are making reservations by themselves. They may even use a third party or CRS. Third party reservations require you to use an outside reservations company to make a booking. Central reservation system is when a central register controls and maintains reservations for several venues in one location. Same chain referrals - Hotel chains use this system e.g. Malaysian Hilton can book rooms for Singapore Hilton. One-time registration This may be an option in some hotels where the guests can bring either their passport or identity card in and have it scanned into the venue system. This means all their personal data/details will be immediately stored in system. The next time guests decide to check-in; the employees (receptionists) can refer to their system easily for their required personal information. It is convenient and saves time. Slide
Corporate guests – a heavily discounted rate given to a ‘business traveller’ who uses the hotel regularly and therefore get a special rate. Convention/Conference guests will receive a discounted rate depending on the volume of delegates. Government sector usually receive a discounted rate in most hotels. Slide No Trainer Address – Record the address given by the guest. Usually this will be the home address of the guest. However, sometimes it might be a company or travel agent address Contact details – It is essential that you record some form of contact with the Passport number, date and place of issue – International visitors may be asked for a passport number in some countries. Slide Slide No Trainer Notes Method of payment – It is essential to record the guests preferred method of payment such as credit card, company charge (approval required) or voucher number. Discuss what is acceptable This is where you need to record any extra information or special requests such as interconnecting rooms, guests want to be on the same floor, guests want dinner reservations in the restaurant, non-smoking rooms, a baby cot Confirmation number – many systems will automatically generate a confirmation number when you make a reservation Date and Taken by – This information is required for internal use. The date the reservation was taken and the name of the staff member who took the reservation. Slide Slide No Trainer Notes It is best to have the trainees sit back to back so they cannot have eye contact when talking to each other. (Simulate a telephone conversation).
Recommended training equipment Computers (one per student) Property management system (e.g. Opera) Cash register and float Eftpos (if possible) Paper rolls for EFTPOS Manual credit card machine (and vouchers) Pens Room keys (e.g. ving card keys) Keycard holders Front office desk – with computers & printer Printer Printing paper Telephone system – one per student Reservation form templates Guest account templates Messages forms Templates for booking internal services (e.g. restaurant, spa treatments) Filing system for registration for guest registration and accounts.