1.

Reservation Process
2. Accepting a Reservation
3. Types of Reservation
4. Handling Group Booking Reservations
Introduction
Once a reservation reaches the hotel, the reservation clerk records the details of
all the information’s required and processes it correctly. The RESERVATION PROCESS
is a series of steps that the customers follow to make a reservation for a product or
service. Reservation plays a critical role in the front office operations, reservation is not
just blocking rooms, it is the first contact between the hotel and the potential guests. It
sets the tone for the entire stay of the guest and is an opportunity to start building guest
loyalty. Efficient reservation the systems and well-trained staff can significantly impact
the hotels revenue and reputation. Reservation process can vary depending on the type
of reservation, but it typically involves the following steps:
1. Customer Acquisition – getting in touch with a customer who wants to make a
reservation.

2. Communication – answering questions and providing information about the

establishment.

3. Reservation Request – receiving the customers request to make the

reservation.

4. Reservation Acceptance – deciding whether to accept or deny the

reservation.

5. Confirmation Notification - sending a confirmation email to the customer with

details about the reservation.

6. Modification – making changes to the reservation if needed.

7. Pre-arrival Facilities – preparing the establishment for customer’s arrival.

The reservation process guides the customers through the steps to make a
reservation and ensures that the reservation is paid for and successful.

Accepting a Reservation
 When accepting a reservation, it is very important to fill up the reservation form
noting the following information:
1. Arrival date/time
2. Departure date/time
3. Name of guest
4. Type of accommodation
5. Number of persons
6. Company name
7. Address/Fax or Tel. no.
8. Manner of payment
9. Status
10. Remarks/special request
11. Booked by/initial

Steps for Accepting a Reservation

1. Respond to the Request – Acknowledge the request and confirm the
reservation details.
2. Enter the Reservation Details – Record the reservation details in the system
and update the customer’s history.
3. Confirm the booking – Confirm the booking details with the customer.
4. Provide a confirmation number – Provide a verbal and email confirmation
number.

Declining a Reservation
To decline a reservation politely, start by acknowledging the booking request,
clearly state that you are unable to accept it, provide a brief explanation if necessary,
and express your appreciation for their interest while offering a potential alternative if
applicable. Always maintain a respectful and professional tone.

Key points to include when declining a booking:

1. Thank them for considering you – “thank you for your booking request”
 2. State your inability to accept – “unfortunately, I am unable to confirm your
booking for”
3. Provide a brief reason (optional) – “due to a scheduling conflict” or “ as we are
currently fully booked”
4. Apologize if necessary – “I apologize for any inconvenience this may cause”
5. Offer an alternative (if possible) – “please feel free to check my availability for
another date”

Example Phrases:
1. “Thank you for considering our hotel, but unfortunately we are not available for
your booking on that date”.

2. “I appreciate your interest, but I’m fully booked for that time period”.

3. “I’m sorry, but I can’t accommodate your request at this due to a prior
commitment”.

Important Considerations:
1. Respond promptly – do not leave the customer waiting for a response.

2. Be professional – maintain a polite and courteous tone throughout your

communication.

3. Check platform guidelines – if using a booking platform, follow their specific

procedures for declining bookings.

Types of Reservation
1. Tentative Reservation – is essentially a provisional booking. If the guest confirms
before the given date, the reservation status changes from tentative to confirmed.

2. Waitlisted Reservation – in cases where a particular category of room is fully

booked for a requested time period, guest can opt for a waitlisted reservation.
This reservation gets confirmed only when the hotel receives a cancellation for a
room in the same category.

3. Confirmed Reservation – is when a guest’s request for a room is accepted., and

the hotel blocks the room for the specified stay dates. The hotel then sends a
written confirmation to the guest, usually containing the following details:

 Name of the guest

 Date and time of arrival
 Room type
  Duration of stay
 Room rate
 Number of persons in the party
 Reservation/confirmation number
 Special requests made by the guest etc.

Modes of Reservation
1. Written – can be made through various channels such as letters, faxes, telex
and emails. These are usually preferred for group bookings or during peak
seasons when the demand is high.

2. Verbal – can be made in person or over the telephone. While this method is
quicker, it lacks the paper trail that written reservations provide.

3. Online – with the advent of technology, online reservations through hotel

websites have become increasingly popular. This mode is convenient for
guests and beneficial for hotels.

4. Travel Agents and Tour Operators – many guests prefer to make reservations
through travel agents and tour operators, especially when they are unfamiliar
with the destination.

Handling Group Reservations

Handling group reservations involves responding to requests, confirming
reservations, and making arrangements for a group of people staying together. Group
reservations can be for a variety of groups, from small families to large corporate
groups.

Steps in Handling Group Reservations

1. Respond Quickly – respond to initial requests and queries as soon as
possible.

2. Confirm Reservations – confirm reservations as soon as possible.

3. Handle Modifications – handle modifications to reservations as soon as

possible.

4. Prepare for the Unexpected – Plan of any unexpected circumstances.

5. Communicate Clearly – communicate clearly and regularly with the group.

 6. Delegate – delegate tasks when necessary.

7. Use a Booking System - use a reliable booking system software to manage

reservations.

8. Consolidate Bookings – consolidate all group bookings into one reservation to

simplify check-in.

9. Collect Guest Information – collect and store guest information in advance,

such as names, contact details, and rooming preferences.

Group reservations can offer advantages such as bulk discounts and exclusive
offers. They can also simplify planning by centralizing arrangements.