RESERVATION CONFIRMATION

After accepting a reservation request and recording the details on a reservation form, a
hotel will normally confirm the booking by sending out a reservation confirmation.

A reservation confirmation can be made by means of:

• A pre-printed confirmation slip or form which includes a registration

form for the guest to complete and/or present at reception on arrival

• A personalized letter, though with a standard wording, usually

produced on specially designed paper using a word processor.

• A pre-printed confirmation slip or form, usually printed by a computer

on to specially design paper.

AMENDMENT OR CANCELLATION OF A RESERVATION

A reservation amendment or cancellation form is used to record any subsequent

changes in the reservation details of an original booking. It is often attached to the
original reservation form and correspondence for easy reference. As with the
reservation forms, the design of the amendment or cancellation form may differ
among hotels, but the basic information contained in the forms is quit similar.

CHOICE OF RESERVATION SYSYEMS

Virtually every hotel as its own system for recording and monitoring reservations:
however, the principal function performed by reservation systems is summarized
below:
• Collection or reservation details, regardless of the source (the reservation
form)
• Provision of immediate information about room availability (the reservation
chart or forecast board)
• Provision of a detailed record of each particular booking (the computer or
booking diary)
• Provision of a method recording any changes to the original bookings (the
cancellation/amendment form or log book)
• Provision of detailed lists of guests their requirements on their day of arrival
(the reservation report on expected arrivals and departures)
• Provision of details of future arrivals and departures for other departments
(the forecast list s)
• Provision of a method of filing guest correspondence (the
chronological/alphabetical filing system)
I
In small hotels, the reservation system may comprise simple manual charts and forms
such as conventional charts and reservation forms. But as hotels increase in size, such
simple manual systems may become inefficient and frustrating to operate, and
alternative systems have to be considered. These systems may include density charts,
forecast boards or computerized systems.

The type of reservation system that a hotel will choose depends upon various factors
such as:
• The lead time of bookings, this determines the quantity of data to be
stored.
• The average length of guests’ stay, which determines the turnover of
rooms (for example, transient hotels usually have to store more details, as they
have a larger number of bookings)
• The size of the hotel, as well as the actual number and variety of rooms
available.

While it is important for a hotel to choose an appropriate and efficient system for
reservations, for any system to function effectively the reservations clerks must be
well trained and skilled in operating the system. The incorrect recording of
reservation details causes a lot of confusion and it invariably harms the hotel.

SUMMARY OF RESERVATION PROCESS

Receive reservation inquiry

Determine room availability

Use availability charts:
Forecast boards
Reservation charts
Accept/deny requests for Computerized system
reservations

Document reservation details

Use reservation confirmation

Confirm reservation forms/slips

Maintain/file reservation record Use reservation amendment/

cancellation forms

Compile reservation reports