Review- Front Office PDF

Preview

Summary

Study Guide review...

Description

Review Questions Front Office 1. What role does a reservations manager or supervisor play in the sales department? What role does the reservations manager or supervisor play in forecasting occupancy and revenue? 

Reservation managers help contribute to the sales department by informing them what the hotel has for room availability. The reservation managers should be included in every decision affecting the hotels occupancy and revenue opportunities.

a.

What are the major types of reservations? What are the responsibilities of the guest and the hotel in each case?



Guaranteed: Assures the guest that the hotel will hold a room until specific time of day following the guests scheduled arrival date. The guest, in turn, guarantees to pay for the room, even if it is not used, unless the reservation is canceled according to the hotel’s cancellation policies and procedures.



Non-guaranteed: The hotel agrees to hold a room for the guest until a stated reservation cancellation hour on the day of arrival. This reservation does not guarantee that the property will receive payment for no-shows. If the guest does not arrive by cancellation hour the hotel can release the room.

a. What information does a reservation agent need to create a reservation record? 

The information that is needed to make a reservation record is as follows: guest name, address, e-mail address, telephone number, company or travel agency name, date of arrival and date of departure, and the type and number of rooms requested.

a. How do non-affiliate reservation networks differ from affiliate reservation networks? How do central reservations systems differ from intersell agencies? 

Non-affiliate reservation: is a subscription system designed to connect independent or non-chain properties. Affiliate reservation is a hotel chain reservation system in which all participating properties are contractually related.



Central reservation system: is responsible for maintaining a room availability inventory for each property participating in the system. Intersell agencies typically channel room reservation request to a hotel central reservations system, they may also communicate directly with a destination hotel.

a.

What methods can be used to guarantee a reservation? What is the difference between them?



Payment card information: Taking credit card info



Prepayment or deposit information: form of agreement form the guest to submit a required deposit to hotel before the specified date.



Corporate or travel agency account information: Includes getting information from the booking company, name of person making reservation and clients corporation or travel agency direct billing account number

a. What are common reservation control devices used by hotels? How is each used to monitor room availabilities? 

Reservation inquires: used to control devices used by the hotel. They are monitored by the central reservation system and intersell agencies.

a. What guest information is necessary for a reservations agent to guarantee a reservation?



Guests name, address, email address, telephone number, company, or travel agency name, date of arrival and date of departure, type and number of rooms, requested, and method of payment.

a. What is the main purpose of a confirmation letter or telephone call? 

The main purpose of a confirmation letter or telephone call is to allow the guest to know that the reservation exists.

a. How does proper cancellation of a reservation benefit the hotel? How can hotels make cancellations as easy as possible for guests? 

Proper cancellation allows the hotel to put the rooms back on sale. Issue a reservation cancellation number to guests.

b.

What is the purpose of a cancellation number? How might a cancellation number be generated?



The purpose of a cancellation number is to allow the guest properly cancel a reservation. It is generated by a system that has the confirmation number and the cancellation number.

a. What management reports can be generated from reservations data? What are the uses of expected arrival lists and reservations histories? 

Reports that are generated are reservation transactions, commission agent, regrets and denials, and revenue forecast. The use for expected arrival and departure list are to help the front desk with the reservation process and help to settle accounts before departing.

a. How can reservation procedures for conferences, conventions, and tour groups be made more efficient? What precautions should a reservations manager take before creating a group block?



Reservation procedures for conference, conventions, and tour groups can be made more efficient by allowing the corporate group to send the list to the hotel. The precaution you should take when making the reservation is to have a sales contract....