RESERVATION PROCESS

Reservation Process

This is the initial interaction point between the guest and the hotel, involving the handling of booking requests, modifications, group bookings, and cancellations.

a. Booking Creation and Modification

• The reservation process begins when a guest books a room either online, by phone, or through travel agents. The front office must ensure accurate details such as the guest's name, stay duration, room type, and payment method are recorded.

• Modifications can occur post-booking, including changes in room type, dates, or the number of guests. A well-structured reservation system ensures these changes are seamlessly integrated, maintaining service consistency.

b. Handling Group Bookings

• Group bookings involve managing multiple reservations at once, often for events, tours, or corporate groups. Special rates, room blocks, and amenities are coordinated to ensure a smooth guest experience.

• This also involves close collaboration between the sales and reservations departments to handle room allocations, meal plans, and additional services.

c. Managing Cancellations and No-shows

• Cancellations may require policy enforcement regarding cancellation fees, especially for last-minute changes. No-shows (when a guest fails to arrive) are managed by tracking the room's status and implementing charges if applicable, depending on the hotel’s policies.

Property Management Systems (PMS) in Reservation Process

A Property Management System (PMS) is crucial for managing the entire reservation process, streamlining operations, and ensuring consistency in service. Here's how PMS integrates with various aspects of the reservation process:

a. Booking Creation and Modification in PMS

PMS automates the process of creating and modifying bookings, ensuring accurate and real-time information for the front desk and other hotel departments. The system:

• Centralizes Reservation Data: When a guest books a room through any channel (online, phone, or travel agent), the PMS records all details, including guest name, stay duration, room type, and payment method. This ensures no information is lost or duplicated.

• Automates Modifications: If changes occur after the booking (e.g., room type or stay dates), the PMS updates the reservation instantly. This real-time integration allows hotel staff to maintain service consistency and ensures that all departments are aware of the latest details, reducing the likelihood of errors.

b. Handling Group Bookings in PMS

PMS is designed to manage complex group bookings more efficiently:

• Room Blocks and Rate Management: For events, tours, or corporate groups, PMS can allocate a block of rooms and apply special group rates. This streamlines group booking processes, as the system automatically assigns the rooms and ensures proper rate management.

• Coordination Between Departments: PMS integrates with other hotel departments, such as sales and catering, to coordinate room allocations, meal plans, and additional services (e.g., conference rooms). This ensures a seamless guest experience, even for large groups.

c. Managing Cancellations and No-shows in PMS

Handling cancellations and no-shows efficiently is essential for revenue management, and PMS helps in:

• Tracking Cancellation Policies: PMS enforces hotel policies regarding cancellations, automatically applying fees for last-minute cancellations based on preset rules. This ensures consistent enforcement and avoids revenue loss.

• No-show Management: When a guest does not arrive, the PMS can automatically release the room and apply any relevant charges based on the hotel’s policy. This real-time room availability update ensures that the hotel can reallocate rooms and manage inventory effectively.