{"id":1401,"date":"2024-04-13T00:36:58","date_gmt":"2024-04-13T00:36:58","guid":{"rendered":"https:\/\/e360hospitality.com\/?p=1401"},"modified":"2024-04-13T10:44:24","modified_gmt":"2024-04-13T10:44:24","slug":"what-is-the-role-of-reservation-department","status":"publish","type":"post","link":"https:\/\/e360hospitality.com\/hotel-glossary\/what-is-the-role-of-reservation-department\/","title":{"rendered":"What Is The Role of Reservation Department?"},"content":{"rendered":"\n
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A guest\u2019s journey starts with a reservation, which is the first interaction a guest has with the hotel. Reservations are a bilateral contract where the hotel agrees to reserve a room for the guest for a specified period at a rate the guest agrees to pay.<\/p>\n\n\n\n

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Reservations Department<\/p>\n<\/div><\/div>\n<\/div>\n\n\n\n

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Once both parties agree, the hotel sends a letter confirming the details and essential hotel policies with a confirmation number. Both parties remain committed; the hotel reserves the accommodation, and the guest agrees to other charges, including cancellation fees.<\/p>\n\n\n\n

The process seems straightforward, but the hotels have a team that handles every detail behind the scenes.<\/p>\n<\/div>\n\n\n\n

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<\/span>Hotel Reservations Departmental Chart<\/span><\/h2>\n\n\n\n
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The Reservations Department is a section of the hotel\u2019s Front Office Department consisting of the following roles:<\/p>\n\n\n\n

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  1. Reservations Manager<\/li>\n\n\n\n
  2. Reservations Supervisor \/ Assistant Reservations Manager<\/li>\n\n\n\n
  3. Number of Reservations Agents<\/li>\n<\/ol>\n<\/div>\n\n\n\n
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      <\/span>Reservation Process In Hotel<\/span><\/h2>\n\n\n\n
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      People call it a \u2018four-step process,\u2019 \u2018five-step process,\u2019 \u2018seven-step process,\u2019 and so on. However, there is no standard as it\u2019s only a simple, logical process that may differ from hotel to hotel due to individual standards.<\/p>\n\n\n\n

      These steps are merely a combination of activities from initial inquiry to booking, payment information sharing, and other necessary documentation. <\/p>\n<\/div>\n\n\n\n

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      <\/span>7 Steps of Reservation Process<\/span><\/h3>\n\n\n\n
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      <\/span>1. Reservation Inquiry<\/span><\/h4>\n\n\n\n

      This process starts during a possible guest inquiry regarding room availability, rates, and other service components. Requests arrive in different ways, including phone calls, emails, online booking engines, or travel agents.<\/p>\n\n\n\n

      <\/span>2. Room Availability Check<\/span><\/h4>\n\n\n\n

      The reservation representative uses the hotel\u2019s PMS or CRS to check room availability. This concerns room types, occupancy levels, rates, amenities, and guest special requests\/requirements.<\/p>\n\n\n\n

      <\/span>3. Rate Quotation<\/span><\/h4>\n\n\n\n

      As per the current occupancy and pricing strategies, the reservation agent suggests a rate quotation to the guest or the booker. Depending on their profile or affiliation, segmentation, or membership level, an appropriate rate is suggested (discounts, package deals, BAR, or negotiated rates<\/a>).<\/p>\n\n\n\n

      <\/span>4. Guest Information Collection<\/span><\/h4>\n\n\n\n

      If the guest decides to continue, the agent collects required information such as the guest\u2019s name, contact details, arrival and departure dates, room preferences, and payment information (for deposits). <\/p>\n\n\n\n

      <\/span>5. Reservation Confirmation<\/span><\/h4>\n\n\n\n

      After all the nuances are gathered, the operator will process the booking in the PMS or CRS and issue a unique reservation number or confirmation code. <\/p>\n\n\n\n

      This confirmation will often be sent to the guest through email or other preferred methods of communication in a letter format (Hotel confirmation letter<\/a>).<\/p>\n\n\n\n

      <\/span>6. Room Allocation<\/span><\/h4>\n\n\n\n

      A tentative allocation is made of a room or room type for the reservation by comparing the guest\u2019s choice and the hotel\u2019s availability. Such allocation could be subject to change during the final days before the arrival date due to availability and operational reasons. <\/p>\n\n\n\n

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      Note: room numbers are rarely allocated when making the reservation. Hotels are usually reserved by room type, and the Front Office team carries out room assignments on the day of arrival. <\/p>\n\n\n\n

      Also, when the guest agrees to book any room type at a discounted rate, the reservation agent selects the ROH (run-of-house) room type. When the guest arrives, a room is allocated as per availability).<\/p>\n\n\n\n

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      <\/span>7. Payment<\/span><\/h4>\n\n\n\n

      Based on the hotel\u2019s booking policies and the time gap between the booking and the guest\u2019s expected arrival, the agent may ask for a reservation deposit or full payment from the customer.<\/p>\n\n\n\n

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      Special Requests and Preferences: Additionally, the agent notes any specific requests or preferences expressed by the guest, which may involve room amenities, special diets, or accessibility facilities. Such information is given to the respective departments (or the departments themselves print relevant reports in the PMS) to ensure the proper measures are taken, and the service reaches the beneficiaries on time.<\/p>\n<\/div>\n\n\n\n

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      <\/span>3 Types of Reservation in Hotel<\/span><\/h3>\n\n\n\n
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      <\/span>1. Guaranteed Reservation<\/span><\/h4>\n\n\n\n

      A reservation with a guarantee falls under the type of booking where the guest provides the number of the credit card or the deposit to confirm the room. With this, the hotel will reserve a room until guests arrive at an agreed time (or late at night). If the guest doesn\u2019t arrive, the hotel will charge a no-show fee<\/a> on the credit card or take it from the deposit.<\/p>\n\n\n\n

      <\/span>2. Non-Guaranteed Reservation<\/span><\/h4>\n\n\n\n

      This is also called a \u201ccourtesy hold.\u201d A guest does not need to give a credit card or deposit for this kind of reservation. On the day of arrival, the hotel holds the accommodations for the visitor until a particular hour, usually 4 PM or 6 PM (but depending on hotel policy). After this time, the hotel has the right to cancel the reservation.<\/p>\n\n\n\n

      <\/span>3. Wait-listed Reservation<\/span><\/h4>\n\n\n\n

      A reservation is put on the waitlist when the room type or rates are unavailable per the guest\u2019s wish. With the guest\u2019s permission, the reservation is put on the list with a promise that the hotel will call the guest when the room is available. When another reservation is canceled, the hotel will contact the first guest on the waitlist to check if he\/she is still interested and move forward accordingly.<\/p>\n<\/div>\n\n\n\n

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      <\/span>What Does the Reservation Department Do In A Hotel?<\/span><\/h2>\n\n\n\n
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      The above section discussed a typical hotel reservation process. They also care for many things, from booking to the guest\u2019s arrival at the hotel.<\/p>\n\n\n\n

      However, there are other duties and tasks a reservation department is responsible for:<\/p>\n<\/div>\n\n\n\n

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