Basic procedures and standard processes for room reservations

Room reservation service

I. Basic Procedures for Room Reservation

The basic workflow for room reservations is as follows: Start by accepting the reservation, then confirm the reservation, followed by pre-arrival preparations, and finally, the process ends.

II. Standard Procedure for Accepting Reservations

(I) Standard Procedure for Accepting Reservations

The standard procedure for processing reservations is as follows: First, check the room availability display. If there are rooms available, accept the reservation; if there are no rooms available, decline the reservation. Record the reservation after acceptance. Then confirm the reservation. Finally, the process ends.

(II) Standard Procedure for Accepting Reservations

The standard procedure for accepting reservations is as follows: Begin by selecting a reservation method.

If it's a phone reservation, answer the call, greet the guest, immediately record the reservation request, promote the room, inquire about arrival status, special requests and the booking agent, verify the reservation details, thank the guest, record the reservation, and end the call.

For general correspondence, reply on the same day, verify the booking details, thank the customer, record the booking, and the transaction is complete.

The main related forms include: individual booking form, group booking form, booking summary table, category density table, and booking deadline table.

The main contents of a single-guest reservation form include: guest name, number of rooms, room type, number of guests, room rate, company name; arrival date, departure date, flight to/from the city; payment method; special requests (extra bed, crib, double bed, etc.); contact person's name, phone number or fax number, person making the reservation, and reservation date.

The main contents of a group reservation form include: the person making the reservation, the reservation date; new reservation/cancellation, change, confirmation, cancellation; group name and nationality; check-in date and check-out date; number and price of single rooms, double rooms, companion rooms, and suites; free rooms; deposit; dining details (date, time, location, price, number of people); payer; and remarks.

The booking summary table is used to display the booking status of each room number within a specific time period, including room number, room type, room rate, and daily (Monday to Sunday) booking occupancy status, using different symbols to represent different guests or travel agencies.

The category density table is used to display the booking, vacancy, and maintenance status of various types of guest rooms within the same period (week, month), and is suitable for business hotels where guests stay for a short average of days.

This includes the date, day of the week, room type (standard room, single bed, double bed, suite), and floor.

The booking deadline sheet allows booking staff to quickly answer customer booking inquiries while referring to charts, improving the accuracy of booking services.

Includes weekday, date, and month, and uses symbols to indicate the availability of different room types (e.g., △ no standard rooms, × no king beds, □ no king beds, ★ meeting/group rooms).

(III) Changes to the standard booking process

The standard procedure for changing a reservation is as follows: Start by finding the original reservation, fill out the change form, modify the reservation details, modify the reservation master sheet, and finally, end the process.

The main related forms are: reservation change form and reservation cancellation registration form.

The main contents of a reservation change form include: name, reservation number, address, telephone number, company, contact person; change date, number of people, type and number of rooms booked, room rate, deposit required, due date, date of receipt, payment method, and remarks; original reservation number, original arrival date, original room rate, original departure date; and the person who handled the change.

The main contents of the cancellation registration book are: the date of cancellation, the type of reservation, the original arrival date, the guest's name, nationality, cancellation number, and the person who made the reservation.

(iv) Standard Procedure for Handling Overbooking

The standard procedure for handling overbooking is as follows: First, check against the overbooking standard. If it does not exceed the standard, proceed with the normal booking procedure; if it exceeds the standard, proceed with the normal booking procedure but inform the user that the room type is pending.

Then, if the room arrangement is normal, the process ends; if there is a situation where it cannot be arranged, contact other hotels of the same star rating in advance, cover the room price difference and transportation costs, pick up the guests (treat them as VIPs), and the process ends.

Overbooking refers to adding more rooms to compensate for vacancies caused by guests not showing up or canceling at the last minute when room reservations are already full.

To avoid overbooking, it's essential to research the availability of similarly sized hotels in the surrounding area beforehand and prepare contingency plans.

Generally, the overbooking standard is controlled at around 5% overbooking rate, which is calculated as follows: Overbooking rate = Overbooking quantity / Available quantity × 100%.

Overbooking = Reservations × Temporary Cancellation Rate - Expected Departures × Deferred Occupancy Rate

Available bookings = Total number of rooms - Number of rooms available for continued occupancy.

(v) Verify the standard procedures for booking.

The standard procedure for verifying reservations is as follows: Start by verifying the reservation, and handle it according to the situation: confirm the reservation, ask the guest if they want to make changes, politely decline, cancel the reservation, and finally end.

(VI) Standard Procedure for Pre-Arrival Preparation

The standard procedure for pre-arrival preparation is as follows: First, pre-arrange rooms, fill out the pre-arrival VIP report form, notify relevant departments (Housekeeping Department, Food and Beverage Department, Lobby Manager, General Manager's Office), and finally conclude.

The relevant forms include: ×× day room reservation forecast form, guest situation forecast form, VIP arrival report form, expected arrival guest list, VIP reception standard approval form, and vehicle dispatch notice form.

The room reservation forecast table includes the date, day of the week, expected arrival of individual guests, expected arrival of groups, expected departure of individual guests, expected departure of groups, individual guest stays, group stays, hotel rooms available, rooms under maintenance, number of rooms already booked, forecast average room rate, expected number of rooms available, forecast occupancy rate, expected number of vacant rooms, and total number of rooms.

The customer forecast report includes the forecast period, date, day of the week, arrivals, departures, stays, vacancy, rooms under maintenance, occupancy rate, number of people; sent to each department; average occupancy rate for the period; and the person who prepared the report.

The pre-arrival VIP report form includes room number, guest name, receiving unit, identity, room type (T double bed/D king bed/S suite), room rate, arrival time, departure time, and remarks; and is sent to relevant departments.

The expected guest arrival list includes sequence number, name, room number, number of people, number of rooms, mode of transportation/time, departure, and person who made the reservation; the total number of expected arrivals; and is sent to relevant departments.

The VIP reception protocol approval form includes the guest's name, arrival date, flight/time, job title, departure date, flight/time, company, room type, room number, nationality, VIP protocol (A/B/C), and various reception items (airport pick-up/drop-off, dessert platter, luggage tag, welcome cake, champagne, Chinese tea, Great Wall white wine, red wine, Moutai, etc.).

The vehicle dispatch notification includes the guest's name, vehicle number, vehicle type, destination, departure time, return time, distance, waiting time, prepayment amount, amount due, guest's signature, room number, cashier, and receptionist.