Chapter 4

Reservations
Managing Front Office Operations
Eighth Edition
(333TXT or 333CIN)

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 Competencies for
Sales

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 Guaranteed Reservations
• Prepayment
• Credit and debit cards
• Advance deposit
• Voucher/miscellaneous charge order (MCO)
• Corporate

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 Reservation Types (examples)

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 Reservation Screen on a PMS
module

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 Block Reservation

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 Distribution Channels
• Property reservations department
• Central reservations systems
• Cluster reservations office
• Global distribution systems
• Intersell agencies
• Internet distribution systems

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 Property-Direct Reservations
• Telephone
• Mail
• Property website
• Property-to-property
• Faxes
• Other sources

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 Central Reservations Systems
Affiliate reservation network (hotel chains)
Non-affiliate reservation network
The Leading Hotels of the World
Preferred Hotels & Resorts Worldwide
Distinguished Hotels

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 Global Distribution Systems
• SABRE
• Galileo International
• Amadeus
• WorldSpan

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 Reservation Record
• Guest name • Number in party
• Home/billing address • Arrival date and time
• Telephone number • Number of nights
• Company name and • Type of reservation
number (if • Special requirements
appropriate) • Additional
• Name of person information, as needed
making reservation

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 Typical Reservation Reports
• Reservation transactions report
• Commission agent report
• Regrets and denials report
• Revenue forecast report
• Expected arrival and departure lists

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 Other Reservation Considerations
• Legal implications
• Waiting lists
• Promotional packages
• Potential reservation problems

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 Potential Reservation Problems
• Errors in reservation record
• Misunderstandings due to industry jargon
• Miscommunication with central reservations system
• Online reservation failures

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