ROOMS DIVISION COST
CONTROL
TYPES OF HOTEL CLIENTS
• WALK-IN GUEST- IS A LABEL GIVEN TO A
PATRON WHO COMES UNANNOUNCED
LOOKING FOR ROOMS.
• CORPORATE ACCOUNTS- APPLY TO
COMPANIES OR INSTITUTION, USUALLY WITH
SPECIAL CREDIT ARRANGEMENT IN THE HOTEL.
• ASSOCIATIONS- ARE GROUP OF INDIVIDUALS OR
COMPANIES FOR A COMMON PURPOSE OR GOAL
SHARING IDEAS, HOBBIES, BELIEFS, OTHER LOTS OF
THINGS.
• TRAVEL AGENCIES- MOST OF THESE
AGENCIES HAVE PRE-ARRANGED BOOKINGS
OF THEIR TOUR GROUP IN A HOTEL OF
THEIR CHOICE.
• GOVERNMENT INSTITUTIONS/OFFICIALSSOME HAVE SPECIAL BOOKINGS OR CREDIT
ARRANGEMENT WITH THE HOTEL. EXAMPLE,
TESDA, DTI, DOT
• FREE INDEPENDENT TRAVELERS- REFER TO
TOURIST OR TRAVELERS TRAVELING ALONE.
• EDUCATIONAL INSTITUTION- SCHOOLS,
TRAINING CENTERS
• LOCAL/DOMESTIC TRAVELERS SOME LARGE HOTELS HAVE
VENTURED INTO A PROMOTION
KNOWN AS SARILING ATIN- THIS
PROMOTION PROVIDES FOR 30-50%
DISCOUNT FOR LOCAL TOURISTS OR
DOMESTIC GUESTS.
• BALIKBAYAN - REFER TO RETURNING
OR VISITING FILIPINOS WHO ARE
RESIDING OR WORKING FROM OTHER
COUNTRIES/ ABROAD.
• OTHER ACCOUNTS -
RESERVATION PROCESSING
• INDIVIDUAL RESERVATION FORMS OR
CARDS - DETAILS OF EACH BOOKING ARE
CONTAINED IN THIS CARD. THIS CARD IS
FILLED UP BY THE DESK/RESERVATIONS
CLERK AND WILL SERVE AS A BASIS FOR
PREPARING THE DAILY ARRIVAL LISTS
• RESERVATION CHART -TO AVOID DOUBLE
BOOKING, THE RESERVATION OFFICE
MUST KEEP A RECORD OF THE ROOMS
RESERVED EACH DAY AS WELL AS THOSE
AVAILABLE FOR PRESENT AND FUTURE
DATES.
• RESERVATION RACK AND RESERVATION
SLIPS - IF THE HOTEL IS USING THE
MANUALLY OPERATED ROOM STATUS
RACK, THIS RESERVATION SLIPS IS
PLACED IN THE CORRESPONDING ROOM
NUMBER THAT IS BLOCKED FOR THE
ARRIVING GUESTS.
• HANGING FOLDER- IN THIS FOLDER, THE
RECORDS AND LETTERS PERTAINING TO
GUEST RESERVATIONS ARE KEPT. SUCH
RECORDS ARE FILLED ACCORDING TO
THE DATE OF ARRIVAL.
• CONFIRMATION NOTICE FORM -A NOTICE
OF CONFIRMATION OF RESERVATIONS
MAY BE SENT TO THE GUESTS OR TO THE
BOOKING PARTY ORALLY OR IN WRITING
THROUGH FAX, MAIL, OR BY EMAIL.
• RESERVATION DIARY -FOR SMALL HOTELS
WITH ONLY FEW ROOMS, A RESERVATIONS
DIARY MAYBE USED TO RECORD DAILY
ROOM BOOKINGS AND RESERVATIONS
MAKING THE REFERENCE TO THE
RESERVATION CARDS OR SLIPS.
BASIC PROCEDURES IN TAKING RESERVATIONS
1. Greet the client and offer assistance
2. Once request of reservation is received, find out
from the inquiring party the dates and the type of
rooms required. Then check if there is an available
room corresponding to the room type preferred.
Refer to the reservation chart or room status rack
where reservation slips are clipped.
3. Inform the guest if the room is not available, offer
alternative room that is available. Tell the booking
party that the guest could be transferred to his
preferred room the moment it is vacated.
4. Once room availability is confirmed, get detailed
information as outline below. Then enter these
details on a reservations card.
5. All pertinent information regarding to reservations shall be
indicated in the room reservation card to include:
 Name/s of incoming guests
 Number of person arriving
 Arrival date and time
 Information time of arrival
 Departure date
 The number of nights the guest is expected to stay in the hotel
 The number (quantity), type of room and type of bed required
 Room rate
 Billing arrangement
 Remarks
 Booked by
 Accepted by
 Date of acceptance of reservation
CONFIRMATION AND CANCELLATION OF RESERVATION
To facilitate recording, have a master list of confirmed and cancelled
reservations as well as those with amendments. The following forms may be
used.
CONFIRMATION RECORD
DATE
CONFIRMATIO
N IS RECEIVED
SOURCE
SCHEDULED
ARRIVAL DATE
GUEST NAME
CONFIRMATIO
N NO.
REMARKS
Dec 1
Email
Dec 5
Yokoo, M
600355
VIP
GDT
JAL
Dec 2
Fax
Dec 15
Briones.
Susan
600356
PA
Dec 15
Phone
Dec 28
Sijera, Celine
600357
GDTARC
GDT- for Guaranteed Reservation
VIP- Very Important Person
If the guest cancels a booking, the reservations is crossed or erased in the
reservations chart as well as in the daily arrival list. When a computerized
system is being used, a cancellation may continue to be displayed on the
screen but is clearly marked as cancelled.
CANCELLATION RECORD
Date
Cancellation
is received
Source of
cancellation
Scheduled
Arrival Date
Guest Name
Cancellation
No.
Dec 1
Fax
Dec 5
MM/
Mazakasu
Takanashi
00056
Employee’s
Initial
AMENDMENTS IN RESERVATION
A separate amendment form maybe used by the receptionist
staff to record all amendments that occur at the front desk.
Amendments may be 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 - single or double, 1 to 2 rooms or more and vice
versa
4. Early arrivals - date of early arrival until original arrival date
5. Walk-in - date of arrival until date of departure.
RESERVATION DURING FULL HOUSE
BOOKING OUT DURING FULL HOUSE
When there are limited rooms available, priority is given to VIP's, regular
patrons and valued corporate accounts. The hotel would rather booked out,
meaning referred to other hotels or properties. The hotel would rather booked
out guests who are unlikely to return and would have less impact on sales. For
instance, 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 six o'clock PM of the arrival date. If he does not show
up with in this cut- off time, the hotel has the right to give way to other
guests using the room reserved for him. However, dome hotels may
consider late arrivals if they are informed ahead of time. When the room is
pre-paid or guaranteed by a sponsor, the six o'clock policy is not required.
HOW TO TAKE CALL/ TELEPHONE RESERVATIONS