How to Behave with a Guest When Call for Reservation?

Hospitality management is a turn of phrase used to make clear the education and skill set required to follow a career where hospitality is the key of hotels, restaurants, casinos, museums, airports, institutional dining services, conventions, conferences, enjoyment parks, weddings etc.

The reservation system is very important to maintain hotel management. It is maintained by the front office. The front offices are the central unit of all hotel operations. They are accountable for keeping track of guests, making reservations, keeping the hotel staffed, keeping track of schedules, and much more. It is the job of the front office to perform several functions, including reception, cashier and reservations. While guests enter the hotel, it is a standard procedure to greet them with a warm and attractive welcome. The hotel front desk will deal with walk-ups, call-in reservations, room accommodation, keys, and also act as a cashier. It is a great responsibility for all the hotel employees to maintain the proper behavior with the guests.

The reservation system used will evidently depend on the size of the hotel. Hotel chains have centralized booking systems, which should work every time. Unfortunately, computerized systems are only as good as the data they receive and perhaps the date is entered incorrectly, or the number of people in the party, or the type of room requested is wrong. It is not good for business for hotel chains to have inefficient or sloppy reservations agents, so these mistakes more than likely create with individuals managing their bookings on line. While every hotel wants to have 100% residence every night, it is probably a good idea to keep one or two rooms in reserve to handle mishaps, and to accommodate a very good customer who turns up without prior notice. Smaller hotels may not have the same sophisticated booking systems that the chains have. Certainly they will receive online bookings, and may wish to store the information in a spreadsheet or similar computer program. However, an old-fashioned paper and pencil system can work very well. There is a sheet for each day with a space for each room. This gives an instant overview of how many rooms are booked and how many are free. There is also room to add notes about the guests’ preferences and special needs. This can, of course, be done on a computer, but it takes longer to retrieve and is not as personal.

A significant aspect of the reservation process is the matter of cancellations. For big hotels, which sometimes intentionally overbook, cancellations can be quite a relief. For smaller hotels, cancellations can be costly, particularly when you have had to turn away guests because you were full, and now there is a vacant room. One way around this dilemma is to ask for payment up front. If the room is cancelled far enough in advance you can issue a full refund, but the refund decreases as occupation date approaches. Same day cancellations or no-shows receive no refund at all. A carefully managed reservation system is very important to the success of any hotel.

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