Process & procedures of reservation handling in the hotel

There is a systematic process & procedure of reservation handling in the hotel. All the reservation attendants must undergo these procedures to complete the reservation complete.

1. Receive reservation inquiry / request:

Reservation section receives a request for room reservation from various process. The reservation assistant must be capable of quickly determining the clients need and should be ready with reservation form and pencil or pen while getting reservation inquiry. The reservation assistant must obtain the following guest related information:

Guest name, address and telephone number
Date of arrival and departure

Desired room rate and plan

Number of pax

Type of room requested

Method of payment
Any other special request
2. Determining the room availability: After receiving the information about the guest duration of stay next step of reservation procedure is to check the availability of room type requested by the guest referring to the forecast board, reservation chart or through computerized system.
3. Accepting or denying the request: After checking the room availability, if the requested room is available the reservation will be accepted.If the rooms are sold out on the requested date, apologize with the suggestion of any other alternative rooms or hotels.The request is also denied if the guest or travel agencies are black listed.
4. Documenting the reservation details: If the reservation request is accepted, the reservation is taken in the reservation form with all the necessary information.
5. Confirming the reservation: Once the rooms requested by the guest is available and guest agrees to the rates, the reservation is confirmed by the reservation assistant by the advance deposit through various modes and confirmation number is given to the guests as a proof that the room is booked.
6. Maintaining the reservation record: After recording the reservation details in the reservation form, it should be properly filed for the future reference. In case of any changes or cancellation is done, the details must be attached with reservation form and updated.
7. Compiling the reservation report: The details from the reservation are most important. Such details help in forecasting cancellation, no show analyzing the market segment, preparing the history card,etc.

Systems used in hotels

There are three systems used in hotels to perform the entire operating of the system like accounting, guest cycle, sales and marketing activities. They are:

1. Non-automated manual system: This is a system which is characterized by the sole uses of hands. In fact, all formats, procedures and different kinds of calculation are done manually. The small hotels and the old hotels used this types of operating systems.
2. Semi-automated or electro mechanical systems: This system gets use of some electro mechanical equipments. In fact, under the semi automated system,each department might have its own computer system under which handles all its operations.
3. Fully automated /computer based system: This is the best system ever used in hotels. In fact, it is characterised by the excessive use of departmental software package program integrated and connected to a mainframe or terminal situated at the front office department.

man using computer system

NATURE OF WORK IN HOTELS

In all hotels, the nature of work is similar.Managers and assistant managers work to ensure that guests visits are pleasent and comfortable.The 5- star hotel may employee hundreds of workers and under the manager there may be assistant managers assigned among different departments responsible among various aspects of operations. Employee in most of the hotels enjoy a comfortable and pleasant nature of work, the office staff works with automated electronic office system which provides best working condition. Hotel works on a 24*7 basis so the employees work on a shift system. Communicating with the various kinds of people would make the work quite interesting but housekeepers and their assistants perform quite streneous duties.

HOSPITALITY AND TOURISM

Hospitality is the relationship between the guest and the service provider in terms of services offered.Hospitality includes reception and entertainment of guests,visitors or stranges in an warm and welcoming way.
Tourism may be described as the activities of tourists and those who cater for them.Tourism is a highly diversified business,with many components ranging from airlines to hotels.Tourism is overall concerned with:

• Providing travel and transport facilities


• Providing food and beverage


• Providing information and assistance


• Providing accomodation


• Providing entertainment/recreation


• Providing souvenirs

DIFFERENT DEPARTMENTS OF HOTEL

As the different companies need different sections for the smooth functioning, The hotels are also classified into different departments prior to their services and assignment in the hotel.All the departments are equally important in any organization.The different departments of a hotel are categorised into front of the house and back of the house as per their functions.Front of the house means those departments which come to contact with guests and back of the house means the departments which do not come to contact with the guest but help in the management and functioning of the organization.The different departments of a Modern hotel are:

1. FRONT OFFICE DEPARTMENT: Front Office department is the department which comes directly to guests contact at all times.This department plays an important role of in the image building of the hotel.The guests face in this department at first whenever they enter into the hotel including the time of check-in and check-out.In front office also, there are different sections which perform tasks as per their division like:

• Reservation
• Registration
• Information
• Travel desk
• Lobby
• Business center
• Bell desk
• Telephone operaters desk

1. HOUSE KEEPING DEPARTMENT: This department is for the management of cleanliness of the hotel and public areas,cleanliness of the linens and uniforms etc.
2. MAINTAINANCE & ENGINEERING DEPARTMENT:This department is responsible for the repair and maintainance of the hotel equipments, electricty, plumbing, carpentry, masonry etc.

3. F&B (FOOD AND BEVERAGE) PRODUCTION DEPARTMENT: This department prepares the food and beverage as per the guests order in the hotel. There are different skillful chefs in the hotel for cooking and preparing the dishes.
4. F&B SERVICE DEPARTMENT:This departments means different outlets in the hotels like coffee shops, speciality restaurants, bars etc where food and beverage are served to guests.
5. LAUNDRY DEPARMENT:This departmeant is responsible for the cleaning and maintaining guests and hotel staffs, as well as hotels launderable items in the hotel.
6. HUMAN RESOURCE DEPARTMENT: This department is responsible for the hiring and firing of the staff,providing uniforms checking attendance, organizing training and providing the rights of the employees.
7. PURCHASE DEPARTMENT: Purchase department is responsible for the purchase of all the required items in the hotels.
8. SECURITY DEPARTMENT: This department is responsible for the providing the safety and security for all the guests as well as staffs and the hotel premises.The  security guards are responsible for this purpose.