How important is the reservations section in the front office department?

The role of the reservation department is not limited to making a reservation. It maintains records of the hotel occupancy, which help in planning sales and marketing strategies etc. The reservation department plays an important function for both the guest and the hotel.



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Reservation department updates the room availability record and thus maximize the revenue generated from room booking. Reservation department prepares the housekeeping and front desk for arrival by communicating the arrival details taken at the time of reservation.

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Finally, the reservation section of the front office prepares the list of the reservations for the day and sends it to the front desk. The list also contains vital information such as if the guest is new or repeat, guest preferences about room location or décor. The rooms are then prepared by housekeeping.

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1. Ensures room on arrival - A guest who makes a prior reservation is ensured of the required type of room, no of rooms for his entire stay in the city. This saves him from the difficulty of finding accommodation on arrival especially during peak seasons when most of the hotels are full.

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A Reservation Agent is the person who sets up the booking in advance, while the Receptionist is the person who welcomes the guests when they arrive at the time of their booking.

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A central reservation office is an automated reservations system that take reservations for all properties within an organization. It is commonly referred to as CRO. Large hotels are typically using central reservation offices to distribute reservations across the entire chain.

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To be successful as a Reservation Agent you must be able to work with minimal supervision and have excellent customer service skills. Additionally, you should be able to up-sell and have excellent knowledge of deals and savings available to customers.

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In formulating the reservation request, the three most important factors are a) the expected date of arrival and departure b) the desired room type c) the number of rooms needed.

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The most common sources of reservation are : Travel agent, Companies/corporate houses, Airlines, Embassies/consulates, Government Office and Ministries and Personal approach.

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What Do Hotel Reservation Clerks Do?
  • Answer calls and emails to provide rate and availability information.
  • Utilize computer system to update and confirm reservations and room availability.
  • Explain hotel amenities and surroundings.
  • Confirm and update reservations, including entering data into online system.


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