Hotel Reservation Notes
1. Explain the importance of reservations department in the hotel
2. Identify the different system and types of reservations
3. Acquired knowledge about the general guidelines in taking reservations
What is Reservation?
In the context of the front office of the hotel, reservation means the booking or reserving
of accommodation by a guest which involves a certain type of guestroom being reserved
for a particular person or persons, for a certain period of time.
Every time a reservation clerk offers a prospective guest a room and that guest accepts
that room, a contract of booking is executed. This contract means that:
- The hotel ensures that there will be a room as specified, available for the guest upon
arrival.
- The guest will arrive to use the reserved room on the specified day.
The reservation process is vital to a hotel for the following reasons:
1. 1. It gives the first impression of the hotel to the guests
Example: A guest calls XYZ Hotel to book a room. The reservation clerk answers with a
warm greeting, speaks politely, and explains the available room options. The guest feels
welcome even before arriving.
Counter-example: If the staff answers rudely or ignores emails, the guest may choose a
different hotel.
2. 2. It sells the main product of the hotel which is accommodation
When a guest calls and asks for a reservation, it doesn’t mean anything else like food or
other services. What they want is the accommodation — the room (this is the hotel’s
main product).
Example: A clerk explains the difference between a standard room and a deluxe room,
highlighting features like ocean view and free breakfast. The guest chooses the deluxe
room, which increases sales.
3. 3. It generates customers and important management information to other
departments
Example: Reservation data shows that most guests book family rooms during summer.
The marketing department uses this information to launch a 'Family Summer Promo.'
Since the reservation process is very vital to the hotel, it is important that
reservation clerks are trained in the following areas:
1. Reservation Procedures
Proper Steps in Taking a Hotel Reservation
4. 1. Receive the Reservation Request
a. Answer promptly (phone, email, walk-in, or online).
Example: “Good evening, thank you for calling ABC Hotel, this is Maria, how may I
assist you with your reservation?”
5. 2. Check Room Availability
a. Look into the reservation system (manual logbook, PMS, or CRS) to see if rooms are
available for the requested dates.
Example: Guest asks for a deluxe room on Oct 15–17. Clerk checks and confirms
availability.
6. 3. Gather Guest Details
a. Collect the guest’s full name, contact number, email address, arrival/departure dates,
room type, number of guests, and any special requests.
Example: “May I have your name and the number of persons staying in the room?”
7. 4. Confirm Reservation Requirements
a. Clarify payment method (deposit, credit card guarantee, or cash), cancellation policy,
and special terms.
Example: “To confirm your booking, we require a one-night deposit, refundable if
cancelled 48 hours before arrival.”
8. 5. Assign Reservation Number / Booking Reference
a. Every reservation gets a unique number for tracking and to avoid duplication.
Example: Clerk says: “Your reservation number is 2025-458.”
9. 6. Record the Reservation Accurately
a. Enter all details into the system (or logbook if manual). Double-check spelling, dates,
and payment details.
10. 7. Send Confirmation to Guest
a. Provide written or verbal confirmation of the booking, including dates, room type,
price, policies, and reservation number.
Example (email): “Dear Mr. Santos, your deluxe room is confirmed for Oct 15–17.
Reservation No. 2025-458.”
11. 8. Follow Up if Necessary
a. If payment or additional details are needed, send reminders before check-in.
Example: Sending a reminder email one week before arrival: “We look forward to
welcoming you to ABC Hotel. Please confirm your flight details for airport pickup.”
2. Social Skills (personal quality and interpersonal communication skills)
12. 1. Active Listening
Paying full attention to what the guest is saying and not interrupting.
Example: A guest says their child needs an extra bed. The clerk listens, repeats the
request to confirm, and notes it in the reservation.
13. 2. Empathy
Understanding and showing concern for the guest’s situation.
Example: A guest calls upset because they booked the wrong date. The clerk reassures
them: “I understand, don’t worry, let me help you fix this.”
14. 3. Politeness and Courtesy
Using respectful language, tone, and manners.
Example: Saying “Good morning, Mr. Cruz. How may I assist you today?” instead of just
“Yes, what do you need?”
15. 4. Patience
Remaining calm even with demanding or confused guests.
Example: A guest keeps changing their booking dates. The clerk politely updates the
system without sounding annoyed.
16. 5. Clarity in Communication
Giving information clearly and avoiding jargon.
Example: Instead of saying, “Your booking is on a tentative hold,” the clerk explains,
“We are holding this room for 24 hours, but it will be confirmed once payment is made.”
17. 6. Positive Attitude
Sounding friendly and helpful, even over the phone or email.
Example: Ending the call with: “We look forward to welcoming you, have a wonderful
day!”
18. 7. Conflict Resolution
Handling complaints or problems calmly and professionally.
Example: A guest complains about being overcharged. The clerk apologizes, checks the
system, and resolves the issue without arguing.
19. 8. Cultural Sensitivity
Respecting cultural differences and adjusting communication accordingly.
Example: Addressing Japanese guests formally with their last names and avoiding overly
casual greetings.
3. Salesmanship (product knowledge and ability to persuade customers)
Example: A couple books a regular room for their anniversary. The clerk suggests an
upgrade to the honeymoon suite with complimentary champagne, and they accept.
Final Note
In order to meet guests’ expectations, it is essential that reservation staff respond to any
requests speedily.
The whole session made me very interested in the wine world. It was a wonderful
opportunity to hear professionals share their knowledge and educate us students. I really
appreciated how Mr. James Cluer highlighted the significance of wine in the global
market. He emphasized that wine is not just a simple beverage but an experience that
represents culture, tradition, and hospitality. I also found it valuable when he
introduced the different professional fields within the wine industry, giving us a clearer
idea of the opportunities available. What I loved most was the fact that he offered free
courses for students, which is very helpful and inspiring for us as future hospitality
professionals.
It was also nice to learn about the local wine industry, which was discussed by Dr. July
Hera Salomon. Her presentation made me realize that we Filipinos are truly creative and
resourceful, and that we can also compete in the wine world with our own locally made
wines.
