Accomodation Knowledge - How to Handle Reservation in Hotel

Summary

This video tutorial introduces international students to the essential processes of receiving and processing reservations in the hospitality industry. It covers various reservation types and the necessary details to collect from customers, including names, dates of stay, and special requests. The tutorial features a practical example of a reservation call, illustrating how to acknowledge requests, advise on room availability, and confirm booking details. Key steps in the reservation process, such as checking room availability and sending confirmations, are emphasized to ensure excellent customer service. Overall, this tutorial equips students with the skills needed for effective reservation management.

Takeaways

• 😀 The tutorial emphasizes the importance of creating an encouraging virtual learning environment for international students.
• 📞 Reservations can be made through various channels, including phone, email, fax, website, or in-person.
• 📝 Key details required for reservations include the guest's full name, dates of stay, number of guests, and special requests.
• 🏨 Hotel staff must confirm the availability of requested rooms and suggest alternatives if needed.
• 💰 Clear communication of pricing details, including taxes and additional fees, is essential during the reservation process.
• 🍽️ Facilities included in the room rate, such as breakfast and Wi-Fi, should be clearly explained to guests.
• 🍏 Special requests from guests, like fruit baskets, should be acknowledged and confirmed during the booking.
• 🔄 Reservation details must be entered into a computerized reservation system accurately to ensure efficiency.
• 📧 Booking confirmations should be sent to guests via email or fax to provide clear documentation.
• ✅ Following up with the guest to reconfirm details and payment information is critical to securing the reservation.

Q & A

What is the primary focus of the tutorial presented in the video?

The tutorial focuses on how to receive and process reservations in the hospitality industry, emphasizing the necessary competencies and use of computerized reservation systems.

What are the initial steps when responding to a reservation request?

The initial steps include acknowledging the customer's request, identifying required reservation details, advising on availability, and providing information about products and services.

What types of reservations are mentioned in the script?

The script mentions various types of reservations, including those made by phone, email, fax, website, direct booking, and walk-ins.

What specific guest information is required to process a reservation?

Required guest information includes the full name, dates of stay, number of persons, and any special requests or requirements.

How does the hotel representative handle a situation where a requested booking is unavailable?

The hotel representative informs the customer of the unavailability and offers alternative options, such as suggesting a different type of room or providing available facilities.

What additional services and facilities are included with the room booking?

The booking includes amenities such as breakfast for two, wi-fi access, and afternoon tea, along with a fruit basket as per the customer's special request.

What information is needed for payment during the reservation process?

Payment information requires the customer's credit card number, type of card, and the security number to guarantee the reservation.

What steps should be taken after entering reservation details into the system?

After entering the details, the representative should confirm the booking with the guest, send a booking confirmation via email or fax, and distribute the information to the front office team.

What should be communicated to the customer regarding the total cost of the reservation?

The total cost should be communicated clearly, indicating whether it includes taxes and services, as well as any additional charges for extra services or guests.

How does the script emphasize the importance of customer service in processing reservations?

The script emphasizes that responding promptly to customer inquiries, providing clear information about options, and accommodating special requests are critical aspects of delivering excellent customer service during the reservation process.