ROOMS SALES

AND
RESERVATION
GROUP 3
Rinamie T. Mendoyos
John Carlo B.
Bayotlang
Wyndel Barrete
Guio-Guio Frankie Jr.
Salvador Mary Joy
Rosie Portia Cascas
 ROOMS SALES AND RESERVATION

In many Hotels, the task of the selling and promoting rooms as well as handling of
reservation is assigned to the Sales and Reservation Section Department. It has the following
responsibilities.

1. Determination of room rates for various types of accounts/clients.

2. Promotion of rooms sales, up selling of rooms.
3. Receiving and processing of reservation
4. Serving as center for communication, handling inquiries on hotel facilities and
services as well as room rates and arrangement
5. Preparing reports- rooms sales, occupancy, availability status, room count, and
other statistics.
6. Coordinating with the Front desk for room blocking and assignments
7. Handling pre registration of guest.
TYPES OF HOTEL CLIENTS
For purposes of designating room rates, Hotel patrons maybe classified as follows:

1. WALK IN GUESTS
2. CORPORATE ACCOUNTS
3. ASSOCIATION
4. TRAVEL AGENCIES
5. GOVERNMENT INSTITUTIONS/ OFFICES
6. FREE INDEPENDENT TRAVELERS
7. EDUCATIONAL INSTITUTION
8. LOCAL/ DOMESTIC TRAVELERS
9. BALIKBAYAN
10. OTHER ACCOUNTS
 PRESCRIPTION OF ROOM RATES
In establishing the room rates, the hotel must be guided by the following
considerations:
1. Rates must be competitive with other hotels of similar classification (i.e standard or de luxe. Whichever
class the hotel belongs). Charging more than what is charged by similar hotels could result to losing patrons
to competitors.
2. Rate must be big enough to generate the revenue needed to recover the cost of operations, plus
allowance of profit.

METHODS OF RATE CALCULATION USED BY MANY HOTELS

1. Market Tolerance Method- Room rates are based on the prices quoted by other hotels of same location,
size or classification

2. Cost rate formula- This is based on the construction cost of the hotel.

The rate is simply calculated as:

COST OF CONSTRUCTION( including land & Building ) divided by $
1000
NUMBER OF ROOMS
EXAMPLE: $ 10,000,000 construction cost Divided by $1,000
150 rooms
= $ 66.6

3. Hubbart Formula – This method is developed by Roy Hubbart. His formula is based on the cost of
operating a hotel plus a reasonable return of investment for the owners.

Rate designations
Room rate designation defines what positions a rate will take within the overall
rate hierarchy. The common designations are:

1. Rack rate
2. Corporate rate
3. Volume Account Rate
4. Government rate
5. Seasonal rate
6. Weekly and weekends rate
 ROOM RESERVATION

Types of Reservations
1. Regular Reservation
2. Confirmed Reservation
3. Guaranteed Reservation
PROCESSING RESERVATION

Required Documents and Records

For an efficient operation, the reservations clerk shall maintain a complete and
up to date reservation fling system to include the following documents.

1. Individual Reservation Forms of Cards

Details of each booking are contained in this card. This card is filled up by the
desk/reservation clerk and will serve as basis by preparing the daily arrival lists.

FIGURE 2.1
2. RESERVATION CHART
To avoid double booking, the reservations office must keep a record of the rooms
reserved each day as well as those available for present and future dates. A reservation
Chart (figure 2.2) maybe used for this purpose. This chart can help the clerk determine
whether or not reservations can still be accepted for a certain date or will be wait listed or
refused.

FIGURE 2.2 RESERVATION CHART

USE CODE

T- tentative subject for confirmation OO- Out of order room

C- confirmed HU- for house used ( to be used by hotel
officer )
3. Reservation Rack and Reservation Slips
if the hotel is using a manually operated room status rack ( figure 4.10, page
65 ) This reservation slip is placed in the rack under the corresponding room number that
is blocked for arriving guest. It contains the name of arriving guest, arrival time, room
type and room rate. A duplicate copy of the reservation slip is filed alphabetically by last
name of guest by month.

4. Hanging Folder
In this folder, the records and letters pertaining to guest reservation are kept such
records are filled according to the date arrival.

5. Confirmation Notice Form

a notice of confirmation of reservation( see sample below ) maybe sent to the
guest or to the booking party in writing through fax, mail or by email.

Figure 2.3
6. RESERVATIONS DIARY
for small hotels with only few rooms, a reservations diary maybe used to record
daily room bookings or reservations, making reference to the reservation cards or slips. The
names of guests assigned for each other room are indicated in their corresponding room
number. If a guest will stay for more than one day, his name appears more than once in a
diary.
FIGURE 2.4 RESERVATIONS DIARY ( serves as arrival list )
TWS- Code for twin standard DBS- Double standard
DDL- For double de-luxe SUI- Suite
Hotels can devise their own coding system.

Sources or Avenues For Rooms Reservation

Reservations maybe received through:

1. LETTERS
2. EMAIL OR INTERNET ACCESS
3. FAX
4. TELEPHONE
5. IN PERSON
6. COMPUTER TERMINALS
 A. Call centers
B. Global Distribution System ( GDS )
7. Via Central Booking Offices
Groups of hotels usually have central booking office, handling bookings for all the
properties. They are connected by a free phone or local number. Local bookings may be transferred to the
Central Booking Office.

BASIC PROCEDURES IN TAKING

RESERVATIONS
1. Greet the client and offer assistance.
2. Once request for reservation is received, find out from the inquiring party dates and the type of room
required. Then check if there is an available room corresponding to the room type preferred. Refer to the
reservations chart or room status rack where reservation slips are clipped.
3. Inform a guest if a room is available, if the requested room type is not available offer alternative room
that is available. Tell the booking party that the guest could transferred to his preferred room the moment it
is vacated.
4. Once room availability is confirmed, get detailed information as outlined below. Then enter these details
on a reservation card.
5. All pertinent information regarding the reservations shall be indicated in the room reservation card to
include:
a. Name/s of Incoming Guest
The last name ( surname) must be written first followed by the first name and middle name, then the title.
JOHNSON, ANDREW M. MR. If the party is man and wife The title should be written M/M which stands for
Mr. and Mrs. JOHNSON, ANDREW M/M

b. Number of persons arriving

c. Arrival date and time

d. Information Time of arrival

The name of airline, numerical designation of the carrier and the place of origin must be taken whenever
available. The time arrival in the hotel is taken in case the guest is arriving via another mode of transportation.

E. Departure Date

F. The number of nights the guest is expected to stay in the hotel

Ex. Arrival Dec, 10 Departure Dec, 15
Number of nights 10,11,12,13,14- 5 nights

G. The number (quantity), Type of room and type of bed required

H. Room rate
The client must be informed of the rate room reserved. If he is a repeat guest, the hotel may refer to the
guest history card and apply the rate which the guest enjoyed in his previous visit(s)

I. Billing arrangement
Specific arrangement as to the manner of the bill settlement PAX ACCOUNT, abbreviated as PA
( personal account of guest) is written when the guest ill pay to the hotel directly.

COMPANY ACCOUNT ( abbreviated as CA) is indicated when bi;;s charged to the company.

J. Remarks
In this space, the clerk notes down special request or arrangements e.g. VIP commissionable, with extra
bed, fruit basket, special amenities etc. Status of reservation must also be indicated here.

K. Booked by
The name of the person making the reservation must initial the form for record purposes

L. Accepted by
Reservations clerk who accepted the reservation must initial the form for record purposes

M. Date of Acceptance of reservation

HANDLING RESERVATION CALL

STEPS AND PROCEDURES PHRASEOLOGIES

1. Greet the caller and offer assistance Lift the receiver as you say.. “ Room reservation, good
morning. How may I help you”

2. Get details and write them in the reservation form Ask “ for what date sir/ma’am? “
- name of the guest “ what type of room sir?
- type of room “ may I have the name of the guest “
- number of days of stay “ How many days from__to__?
- arrival and departure date “How would you like the bill to be settled Mr/Ms
- manner of payment or bring arrangement

3. If the preferred room type is not available on the guest “ I’m sorry to inform you that all suite rooms have been
but suggest other options. booked for march 20. How about a de luxe room instead? We
can transfer you to suite room once there is available suite.
 STEPS AND PROCEDURE PHRASEOLOGIES

4. If a caller wants to bill to be paid by his company. The Mam, since your company has no existing credit account
following procedure shall apply with us, we would like to request a deposit a pre payment
in the amount of P__ plus a letter guarantee from the
check in the credit list if the company is among those company specifying that they will answer for the balance
with commercial credit account ( a copy of this list must of the bill upon check out. Could we please have this
be provided by Finance Office ) letter on or before your guest will check in?

If the company is provided a credit line, their guest must

be allowed to sign for charges and statement of account
shall be sent to the company. If there is no credit line the
company shall be asked to make a pre-payment and to
send a letter of guarantee.

If the booking party request that bills be charged without

pre-payment, the approval of the credit manager must be
secured without this approval. The pre payment must be
made before check in guest
5. Confirm the reservation and validate all the information “ we wish to confirm reservations for Mr. and Ms. Guest
that is received from march 5 to 7. His preferred room is double de luxe at a
rate of $ 120. They are expected to arrive on March 5 at
22:00 hour. The guest bill will be settled by his company
under their commercial account.

6. Inform the caller about the 6’oclock policy ( if Ma’am please advise Mr. & Ms. ___
applicable in the hotel) To check in not later than 6pm otherwise the hotel reserves
the right to give his room to wait listed clients.
(This does not apply for prepaid guarantee booking.)

7. Thanks the caller “Thank you for calling. Have a nice day”
If the guest cancels a booking, the reservations shall be crossed or erased in the reservations chart as well as in
the daily arrival list. When a computerized system is being used, the cancellation shall be continuously
displayed on the screen but clearly marked as cancelled

FIGURE 2.6 CANCELLATION RECORD

Date Source of Scheduled Guest name Cancellation No. Employees

Cancellation is cancellation arrival date initial
received
Dec 1 Fax Dec 5 Mr/Ms 00056
Mazakazu
Takanashi
Amendments in reservation

In the case of Amended dates, it maybe particularly helpful to refer to previous information
contained in the reservation forms (figure 2.1) below the form is a notation regarding
cancelation or amendments which shall be filled up by the reservation clerk.
A separate amendment from maybe used by the reception staff to record all amendments
that occur at the occur at front desk, amendments maybe in the form of.

1. Extension of stay- old departure date to new departure date.

2. Early departure- from original departure date to new departure date.
3. Room change- si gle or double, 1 to 2rooms or more and vise versa.
4. Early arrivals- date of early arrival until original arrival date.
5. Walk-in- date of arrival until date of departure.
Procedure for documenting Ammendments:
When there are changes in the reservations already confirmed, the reservation clerk
shall.

1. Mark the reservation card form with the new information.

2. The guests name, new arrival date and the new number of room nights are entered in
the reservation slip and placed in the room Status rack or entered in the computerized
room Status bulletin.
3. In cases of a change in expected time of arrival (ETA), the reservation card must be
filled under the new ETA (Expected time arrival)
4. Before allowing changes in the date of bookings, the attending clerk must first check
room availability to avoid double bookings.
Reservation During Full House
Guidelines:

1. The reservation clerk must make sure that the availability board reflects the days date under either "on
request" or "close out"
2. All reservation for the day are not confirmed except for top accounts for which permission to confirm will
be asked from the reservation manager. Unconfirmed reservation are waited and placed in the WAITLIST
folder according to date.
3. The duty manager must countercheck all reservations with no flight information and call up the concerned
companies. He should remind them of the 6: 00pm policies (if applicable)

Booking out during full house

When there are limited rooms available, priority is given to VIP's (very important guest) regular and valued
corporate accounts. Others are booked out, meaning referred to other hotels or properties. The hotel would rather
book out guests who are unlikely to return and would have less impact on sales. One can sacrifice an individual
foreigner who is unlikely to return compared to a guest booked by a regular company account.

The six o'clock policy

The six o'clock policy means that the guest with reservation is required to arrive not later than 6 o'clock pm of the
arrival dates. However some hotels may consider late arrival if they are informed ahead of time. When the room
is pre-paid or guaranteed by a sponsor, the six o'clock policy does not apply.
Request for Complimentary Amenities like fruit basket

When very important guest (VIP) are expected to arrive, the front office or reservation section usually
request for Complimentary Amenities provided by the hotel
Procedure
1. The requesting party shall fill up the Complimentary request form in three copies and distribute them
as follows:
1st copy- Reservation copy
2nd copy- Cost control copy
3rd copy- office copy of the department serving the Complimentary item (usually chef office or room
service)
2. The time of arrival and the room number of the expected guest is specified on the request form. The
request form shall be delivered to the servicing department (i.e room service) a day before the guest
arrival special amenities to be provided.
3. Upon receiving the form the supervisor in charge initials on the original copy to acknowledge receipt
of the form from the reservation clerk.
4. On the day the VIP is expected, the attending supervisor make sure the fruit basket (or whatever
special amenity) as well as the mini bar is ready in the room on the date and time specified in the request
form.
 ROOMS SALES CONTROL
The Front Office/reservations office must be uploaded of the reservation Status on each day.
After reviewing the number of reservation already receive together with the Cancellation, the
Reservations Manager will decide whether to declare an order of “closed-out” (no more
rooms
for reservations)or put the reservation under the status of “on request”.

When the hotel is “on request “ all reservation inquiries should be channeled through the
reservations supervisor / manager . He will decide which reservations to confirm and which to
put on the ”Wait List “. Normally , the regular account will be given priority during this
period.

The availability status board will have green chip on the date concerned for “ on-request”
periods and a red chip on the date concerned for “close-out “ dates.
Whatever stand the Front
 Whatever stand the Front office/Reservations Manager will take shall be disseminated to the
Front Desks and Sales.

All reservations clerks and front Desk personnel must be informed of the daily room situation
when they report to work and as often as possible during the day since there are occasions when
this situation may change on the same day

Rooms Statistics

On of the function of the Reservations Office is to prepare room statistics of the hotel and other
competitive hotels for purposes of gauging the soundness of operations and to serve as basis for
future management decisions relating to marketing thrust . An assigned reservations clerks or a
guest relations officer maybe assigned to keep track of information available in Front Office
report’s and forms and translate these information into statistics, also known as productivity
figures .
Report’s and Form Required for Preparing Room Statistics
Occupancy % = Total rooms sold
1. Room Count sheets ( RCS )
—————————
2. Room Sales Recapitulation
Total rooms available
3. Room Rack Slips
Total room available = total rooms - out of
4. Registration Card (RC)
order rooms and room for House use .
5. Reservations Slip/Reservations Card
House use - refers to room blocked for in
6. Change Rate Form
house Officer’s/personnel
7. Arrival/Departure record
5. Average room rate (P/S) = Total revenue
8. Others
———————-
Total rooms sold
Forms of Statistics
6. DEL Occ. Percentage = total number of
1. Room night’s - total room nights and average room nights.
guests
2. Room rates/revenue
———————————-
3. Number of guests per nationality, per account.
Total rooms sold
4. Occupancy percentage - calculated as follows :
Others Report’s Needed For Sales Analysis
A Guests Relations Officer or a Desk Clerks may be assigned to check daily the RCS (room count
sheet ) that is usually prepared by the Midnight duty desk clerks. He notes the names of the
guest and Their booking companies As well as the number of rooms occupied by guest .
He/She enters this these Information in CAPR From (Commercial accounts Productivity Reports
) out at the end of the week finalize it and submits it to the sales office . This in turn service As
a basis for the evaluation of sales productivity it is imperative that this information are
completely and properly entered in the RCS (room count sheet) since commercial accounts are
given Different rates .

2. Airline Booking Reports

The Same procedures as in the number 1 are followed In preparing this report but the Name of
the airline account is used instead of the name of the commercial account.

Report on Sariling Atin

Sariling Atin - Meaning our Very own is a package with special rate given to Filipinos especially
domestic travelers (does not include balikbayan Which fall under a separate account
The above reports must be based on
check out cards and RCS showing. - Total rooms
A. Name of the guest and room number - Day use
B. Check in and check out dates - Complementary
C. Room night’s 5. Breakdown of Number of Guests According
D. Remarks to .
a. Nationality
4. Monthly Room Statistis Report ( in b. type of account
terms of room nights and percentage ) c. Room type used
This is a compilation of reports in 6. Top Ten accounts categorized as.
number 1-3 plus a. Individual
- Breakdown of rooms for hours use b. group
- Out of order rooms c. commercial accounts
- Total available rooms
7. Comparative Record of occupancy from competitive hotels
(Operations report) to include:
a. name of hotels
b. Total number of rooms
c. Occupancy percentage
d. Average rates
8 Types of account based on Sources of
Business
a. Commercial accounts
b. Local travelers (Filipinos)
c. Groups
d. Walk Ins
e. Travel agencies
f. Seminars/Conventions
g. Airline Crew
h Balikbayan