11/12

Technical Vocational Livelihood

Front Office
Services

MODULE
Receive and Process
1 Reservations

1
LO1. Receive Reservation Request!
Lesson 1.
EXPECTATIONS
At the end of this module, the learners must be able to:
1. Define the following terminologies: reservations, Front Office
Department, Front desk officer, sales agent;
2. Identify the different modes of receiving reservation requests; and
3. Determine how to advise the customer on the availability of the
reservation.

PRETEST
Directions: Identify what is being described. Write your answer on the space
provided.

________1. It is an arrangement for a seat on a plane or train, a room in a hotel, etc. to

be kept for you.
________2. These are customers, guests or clients without the need for an
appointment.
________3. These are mostly cheap and young travelers.
________4. This relates to or denotes an activity that is done for enjoyment when one
is not working.
________5. Means being respectful to the person you are talking with, showing
consideration for the other person's limitations, allowing that person time to speak,
communicating clearly and much, much more.

RECAP
Reservation requests are handled by the Front Office which serves as the link of the
establishment with the customers or clients. Reservation agents easily and efficiently
perform the duty of receiving requests manually or through a computerized system.

What is a reservation? Is it necessary?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

What skills should you have in order to handle a reservation properly?

__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

2
LESSON
Reservations: Overview
When you want to travel, you book in advance; make
reservations for a transportation service provider
(land, sea or air), lodging/accommodation and activities. You do
this at least a month or 2, prior your travel; afterwards,
you receive confirmations for your reservations. Upon the actual date of your travel,
you show your confirmation messages to the authorized personnel and you enjoy
your vacation. Making reservations prior to your travel makes it more convenient for
you, because you don't have to worry about how you will get there, where you will
stay or what activities you will do, since everything has been planned out.

A reservation is processed by a sales agent from the Front Office Department.

This happens when a potential guest contacts a hotel for the availability of his desired
type of accommodation and any allied services that the hotel offers. The front office
department needs to react to the enquiry of the guest. Once a reservation has been
made, the front office department will coordinate this with the other departments
involved, such as the Housekeeping and Food and Beverage.

There are some skills required, in order for to become a Front Desk Officer and
Sales Agent.
 Oral communication skills - one must be able to communicate clearly
with the guests - walk-ins or phone-in requests; this skill is required in
accepting reservations, answering queries and offering alternative options.
 Knowledge and application of Telephone Etiquette.
 Technical Knowledge - knowledge about the forms of reservations,
what information must be taken (intake of information) essential in
reservations (textual information)
 Familiarity with equipment used in phone-in reservations and other
products/services of the establishment that may be offered to the guests.

Note: Reservations cover a wide area, it covers seats for restaurants, airline and
theatre, rooms for hotels and even recreational activities, and therefore, in making
reservations in a hotel, it must be emphasized whether it's for a seat, a room or
activity.

Customers who require reservations

Leisure Customer Business Customer

Private Individuals Conference guests

Groups and tours Business travelers
Backpacker Needs of a person, negotiating a business deal
Package guest Investigating new product

Note: Bookings from travel agents also usually get discounted rates

3
Modes of Receiving Reservation Requests in Hotels
An advance reservation request in a hotel can be made by choosing any of the
following modes:

Figure 1: Modes of Receiving Reservation Requests

Modes of
receiving
reservation
request

Verbal Written

In Person Telephone Fax Letter Internet

Source: Anutosh Bhakta. 2012. Professional Hotel Front Office Management. New Delhi. Tata McGraw
Hill Education Private Limited p.65

NOTE: There is another mode of receiving reservation requests, through Third party reservations

Figure 2. Logo of Third Party Reservation System

Figure 3. Logo of Third Party Reservation System

Figure 4. Logo of Third Party Reservation System

4
ACTIVITIES

Let’s Practice!
Greetings future Hoteliers!

In handling a reservation, you must be able to practice the proper Telephone

Etiquette. Below is a conversation for a reservation, practice as if you were the
reservation agent. Good luck!

REMEMBER: Attend to the phone promptly. All calls must be answered on the 3rd
ring, but picking up on the 1st ring is the best.

Ring...

Reservations Agent: Good morning, TVL Resort and Spa, (your name) speaking. How
may I help you?

Guest: Hi, I'd like to make a reservation for the 4th of September. Do you have any
vacancies?

Reservations Agent: Let me check for a while ma’am, regarding our vacancies.

Guest: Okay, thank you.

REMEMBER: Never make a guest wait on the phone for too long (3 minutes or more)

Reservations Agent: Hello ma’am, I’m back and I’m glad to inform you that we have
several rooms available on your preferred date. For how many guests will the
reservation be?

Guest: For four guests please.

Reservations Agent: And what type of room would you prefer?

Guest: We prefer two twin rooms.

Reservations Agent: Okay ma’am, and for how long will you be staying?

Guest: We'll be staying for two nights. What's the rate for the rooms?

Reservations Agent: A twin room is two thousand three hundred pesos per night,
inclusive of free use of all our facilities and breakfast for two and tax included. Now
what name will the reservation be under?

5
Guest: Sarah Reyes

Reservations Agent: Thank you ma’am Sarah, may I also ask for your contact number
and email, so that we can contact you for reconfirmation of your reservation?

Guest: Certainly, my contact number is 09876543211 and my email is

sarah.reyes@tvl.ph.

Reservations Agent: Okay ma'am, I am now processing your reservation. Let me just
confirm the details. You have reserved two twin rooms, for two thousand three
hundred pesos per night, per room, inclusive of free use of all our facilities and
breakfast for two. Your arrival is on the 4th of September and you will be staying with
us for two nights. This is under the name of Ms Sarah Reyes and your contact
number is 09876543211 and you email is sarah.reyes@tvl.ph, are the details correct
ma’am?

Guest: Yes, that’s correct.

Reservations Agent: Thank you for the clarification ma’am, for safety procedures, we
require a fifty percent deposit for the reservation and it is refundable for up to forty eight
hours prior the date of your reservation. For this reservation, the total is four thousand
six hundred pesos. How would you like to pay for the deposit ma’am?

Guest: Do you accept credit card?

Reservations Agent: Yes ma’am, may I have your card number, please?

Guest: Yes, my card number is 1234567891 with expiry date on August 2022.

Reservations Agent: Thank you ma’am, may I repeat your credit card number, its
1234567891 expiry date August 2022. Is that correct?

Guest: Yes, that’s right.

Reservations Agent: Thank you ma’am, I am now processing your deposit and will
charge two thousand three hundred pesos on your credit card. May leave you for a
few minutes, while I finalize the transaction ma’am?

Guest: Sure, take your time.

Reservations Agent: Thank you ma’am, I’ll be right back.

REMEMBER: Never make a guest wait on the phone for too long (3 minutes or more)

Reservations Agent: Hello, ma’am Sarah. I’m back and glad to inform you that your
reservation has been made, for the 4th of September.

6
Guest: That’s good to hear.

Reservations Agent: I have here your confirmation number, so that when you arrive
at our resort, it will be easier for you to check in. It’s RHS1902; I have also sent the
confirmation number to your email.

Guest: Thank you so much!

Reservations Agent: My pleasure ma’am, is there anything else I can help you with?

Guest: Yes, I’d like to request that the rooms be on the 2 nd floor, facing the ocean
and are next to each other.

Reservations Agent: Okay ma’am, allow me to check if your requests are available.

Guest: Okay, thanks.

Reservations Agent: Sorry to keep you waiting ma’am, I regret to inform you that the
twin rooms on the 2nd floor, facing the ocean are all occupied. However, we do have
rooms facing the pool area, the view there is as good as the rooms facing the ocean,
because you can also have a great view of the mountains.

Guest: Okay then, I’d like our rooms on the 2nd floor, facing the pool.

Reservations Agent: Alright ma’am, I’ll note it down in your reservation. Will there be
anything else?

Guest: I think that would be all, I’ll just call if I have other requests.

Reservations Agent: Alright ma’am, just mention the confirmation number I gave you
earlier, for faster transactions. Thank you as well for choosing TVL Resort and Spa
as your accommodation. See you soon!

Analysis
After practicing the script, write down how the reservation was processed and what
details were asked from the guest.

7
WRAP-UP

Making reservations for a travel and/or meal is important, as it makes it more

convenient for the guests. Discuss briefly how you can properly receive and process
reservations.
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

VALUING
Having a reservation for a table in a restaurant, a hotel room, or transportation is
essential in making a travel more convenient for the guests. Why do you think it is
important to emphasize what type of reservation is being made?
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

Being a Front Office Staff or Sales Agent, requires several skills; oral communication,
telephone etiquette, technical knowledge, familiarity and a lot more. Why do you
think it is important for you to be familiarized with these skills?
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________

POSTTEST
Directions: Read the following statements carefully then write your answers on the
space provided.

________1. This relates to or denotes an activity that is done for enjoyment when one
is not working.
________2. This is most likely to get discounted rates due to the large volume of
business (guests) given by the tour companies.
________3. This is the person who processes a reservation request.
________4. It is an arrangement for a seat on a plane or train, a room in a hotel, etc. to
be kept for you.
________5. Means being respectful to the person you are talking with, showing
consideration for the other person's limitations, allowing that person time to speak,
communicating clearly and much, much more.
________6. It can be available for customers, guests or clients without the need for
an appointment.
________7. They take up packages being offered by establishments. Usually they are
only making a reservation because a package is available.
________8. These are mostly cheap and young travelers.

8
 References
Published Reference:
Anutosh Bhakta. 2012. Professional Hotel Front Office Management. New Delhi.
Tata McGraw Hill Education Private Limited
Online References:
Receive and Process Reservations: https://slideplayer.com/slide/5745539/
https://www.oxfordlearnersdictionaries.com/us/
Photo Credits:
Figure 2: https://www.expediagroup.com/wp-content/uploads/2013/06/logo-
expedia-local-expert.png
Figure 3: https://press.traveloka.com/wp-
content/uploads/2015/08/Traveloka_Primary_Logo.png
Figure 4: Source: https://mumbrella.com.au/wp-content/uploads/2020/04/Trip-
Advisor.png

Lesson 2.
EXPECTATIONS
At the end of this module, the learner must be able to:
1. Explain the reservation process;
2. Respond to queries on non-availability of requested booking with offer of
alternatives; and
3. Understand the importance of offering suitable alternatives.

PRETEST
Directions: Write TRUE in the space provided, if the statement true and FALSE if
not.
_______1. In processing reservations, we immediately process the reservation upon
receiving the request, without informing the guest that we have received their
request.
_______2. If the reservation is unavailable, offer alternatives that would give a higher
profit to the hotel.
_______3. It is essential that the sales agent has product knowledge on all the
products/services of the hotel.
_______4. We must always be aware of the cultural needs of our guest.
_______5. Always advise the guest about the terms and conditions of the
establishment, before completing the transaction.

RECAP
What is a reservation? Why is it important to make a reservation prior our desired
travel date/s? ____________________________________________________________________
__________________________________________________________________________________
What are the purposes of making reservations? ____________________________________
__________________________________________________________________________________
How can reservations be made/received? __________________________________________
__________________________________________________________________________________

9
LESSON

Receive Reservation Request

Once the reservation request is received by the hotel, it is then processed and a
confirmation will be sent back to the person who booked for the guest. There are
different ways to process it, depending on how the request was made. These are done
in order for the hotel to accommodate the guests better.

1. Acknowledge the customer making a reservation

Use appropriate greetings
Never leave a guest waiting for attention
Follow the establishment’s policies and procedures
Maintain eye contact – whenever applicable

Have communication etiquette – no jargon- acronyms used by

the establishment

Be aware of the guests' cultural needs

2. Identify required reservation details

NOTE: Always ask the right questions - example: For the number of guests: How
many guests will there be?
3. Advise customer of availability of requested booking:
• Check availability
• Be familiar with airlines, hotels, events

• Terms and conditions of booking request – restrictions,

minimum numbers, method of payment

• Product knowledge – leads to up-selling techniques

4. Offer alternative if requested booking is unavailable:

• Advise of waitlist options or standby – know policies and procedures

for overbooking

• Offer alternate times, dates, type etc.

• Recommend suitable alternatives - appropriate product/service

that we offer for guests to choose from, if their preference is
unavailable. Always explain to the guest what makes it different
from his/her preference and what similarities they have.

e.g.
A guest preferred a twin room for his reservation, but all twin rooms are
booked. As a sales agent, you can offer another room with almost the
same amenities, such as a double room. Explain to the guest that a
double room is also good for 2 guests, however, there is only 1 bed. Ask
them if they would like to request for an extra single bed with extra
charge.

10
 5. Offer information about available products, services and facilities:

• Product knowledge is the ability of a hotel or restaurant staff to

communicate information and answer questions about a product or
service offered by their establishment.

• Apply up-selling techniques - Upselling is when a hotel prompts

additional services to guests, such as a session at the spa, a breakfast
buffet, etc. But hotels can also upsell rooms (otherwise known as room
upgrade) to guests with the same intention as with upselling.

• Know your market

6. Respond to questions asked by the customer:

✓
Know your product:
• Advise customers of the features and benefits of your product

• When responding to questions and making a sale:

• Capture attention of the customer
• Maintain their interest
• Create a desire
• Read buying signals

✓
Close the scale sale- Closing is a sales term which refers to the
process of making a sale.

ACTIVITIES
I. Essay. Minimum of 5 sentences.

1. How do we acknowledge a reservation request?

____________________________________________________________________

2. Why do we need to advise guests for the availability of their

request?
____________________________________________________________________

3. Why do we offer alternatives? When is this done?

____________________________________________________________________

4. What will you do in the given scenario?

Jason Kim sent an email to TVL Resort and Spa, requesting for a
reservation. He requested 3 family rooms, all on the 3rd floor, near the
stairs. His reservation is from the 25th of December until the 30th. You
have already acknowledged his request, but upon checking for the room
availability, you find out that there is only 1 family room left on the 3 rd
floor, but there are 3 family rooms available on the 4th floor.
____________________________________________________________________

5. How do we acknowledge a reservation request sent through an

email?
____________________________________________________________________

11
 II. Define the following terms and give example scenarios:
a. Suitable alternatives
______________________________________________________________
______________________________________________________________

b. Up-selling
______________________________________________________________
______________________________________________________________

c. Product knowledge
______________________________________________________________
______________________________________________________________

WRAP-UP
How is receiving a reservation request done, over the phone?
__________________________________________________________________________________
__________________________________________________________________________________

VALUING
Knowing your product is a mark of a good professional. Do you agree? Why or why
not?
__________________________________________________________________________________
__________________________________________________________________________________

POSTTEST
Directions: Write TRUE in the space provided, if the statement true and FALSE if
not.
______1. Whenever a reservation request reaches the front desk, it is immediately
processed even if there is no confirmation from the guest.
______2. A higher rate category is always given whenever the requested reservation
is unavailable.
______3. Guests’ cultural background must be always be considered.
______4. It is advisable to inform guests of the terms and conditions of the
establishment before you complete the transaction.
______5. If a product or service is unavailable, it is necessary to offer two or three
alternatives that is able to meet the preferences of the guests.

References

Published Reference:
Anutosh Bhakta. 2012. Professional Hotel Front Office Management. New Delhi. Tata
McGraw Hill Education Private Limited
Online References:
Closing (sales): https://en.wikipedia.org/wiki/Closing_(sales)
Receive and Process Reservations: https://slideplayer.com/slide/5745539/
How effective is a Hotel Reservation System in upselling your Hotel Rooms:
https://www.hospitalitynet.org/opinion/4090065.html
https://www.oxfordlearnersdictionaries.com/us/
Hotel Rating Systems: https://www.slideshare.net/121976/hotel-rating-systems

12
Lesson 3.

EXPECTATIONS
At the end of this module, the learner must be able to:

• Understand how hotels are classified;

• Differentiate the types of rooms; and
• Give importance on product knowledge by responding to guest inquiries
regarding rates and other product features.

PRETEST
Directions: Encircle the answer that is described by the following statements.
1.A classification of hotel which offers rooms that each have a distinct
characteristic.
a. Aparthotel
b. Boutique Hotel
c. Duplex
d. Family Room

2.A room with two, single beds, separated from each other and meant for two
persons.
a. Double Room
b. Single Room
c. Twin Room
d. Suite

3.The clients of this hotel classification is mostly layover passengers,

misconnection passengers, businessmen and tourists.
a. Downtown Hotel
b. Residential Hotel
c. Resort Hotel
d. Transit Hotel

4.These hotels are situated in metropolitan cities and provide modern western
style luxury to their guests.
a. Chain Hotel
b. Commercial Hotel
c. Metropolitan Hotel
d. Transit Hotel

5. It is a room that can be used by the resident guests to entertain their own
guests. These rooms are rented on hourly basis.
a. Lanai
b. Family Room
c. Hospitality Room
d. Interconnected Room

13
RECAP
In processing reservation requests, either verbally or in writing, always acknowledge
the request first. Inform the guest if their requests are unavailable and then offer
suitable alternatives.

It would be easier to close a reservation if the reservations agent is well-

knowledgeable of the products/services that the hotel offers.

LESSON
In order to sell rooms and other products/services of the hotel, it is necessary to be
familiarized with the classifications of hotels and types of rooms. Once familiarized,
you, as sales agent, will be able to sell rooms and provide suitable alternatives if in
case that the request of a guest is unavailable.

Classifications of Hotels

➢ According to Size
• Small-sized hotel- A hotel with less than 100 rooms.
• Medium-sized hotel- A hotel with between 100 to 300 rooms.
• Large-sized hotel- A hotel with more than 300 rooms.

➢ According to Location, Clientele and Facilities

Location: Heart of the city/ business centre
Clientele: Mostly businessmen and
Downtown or Commercial hotel sometimes tourists
Facility: Modern
Average duration of stay: 3 to 7 days
Location: Near the port of entry
Clientele: Layover passengers,
misconnection passengers, businessmen
Transit hotel and tourists
Facility: Modern
Average duration of stay: Few hours to few
days

14
 Location: Resort places like hill stations, sea
beaches, forests, etc.
Clientele: Holiday makers, tourists and
Resort hotel sometimes businessmen
Facility: Moderate to modern facilities
Average duration of stay: Few weeks to
months
Location: Anywhere in the city and in the
suburb
Clientele: Students and small
businessmen, who have to stay away from
Residential hotel home for a long period of time
Facility: Basic facilities like accommodation
and food
Average duration of stay: Rent paid
monthly or quarterly

➢ According to Star Classification

A Star denotes the available standards or facilities in a hotel. The star classification
is usually set by the tourism bureau or department of one’s country or by an
independent agency who conducts an audit of the hotel’s facilities and services.

One Star
• 100% of the rooms have shower/ bathtub
• Offers daily room cleaning
• All rooms have coloured television with functioning remote control
• May have tables and chairs in each room
• Offers basic bathroom amenities (soap, shampoo, toothbrush, toothpaste)
• Offers 24/7 reception service
• Offers facsimile at the reception
• Offers a publicly available telephone for the guests
• Offers extended breakfast
• Offers beverages in the hotel
• Deposit possibility upon reservation

Two-Star
• In addition to One Star hotels, they offer breakfast buffet
• A reading light is also placed or built next to the bed
• Offers bath essence or shower gel, in addition to the bathroom amenities
• There are bath towels and linen shelves in the rooms
• Accepts credit cards

15
Three-Star
• In addition to the Two-Star hotels, the reception is only opened for 14
hours, accessible by phone, 24 hours from the inside and outside
• The staff is bilingual (can speak Korean/English)
• Offers luggage service
• Offers beverages in the room (minibar)
• Offers telephones in each room- there is also internet in every room
and in public areas
• Offers hair-dryer, cleansing tissue- dressing mirror
• Offers sewing kit, shoe polish utensils, laundry and ironing service

Four-Star
• In addition to the Three-Star hotels, they offer lobby seats and beverage
service
• Offers a breakfast buffet or breakfast menu card via room service
• Offers a minibar or 24-hour beverages via room service
• There are arm chairs/sofa with side table in the rooms
• Offers bathrobe and slippers in each room
• Offers cosmetic products, vanity mirror
• They have an “A la carte” restaurant

Five-Star
• The reception is open 24/7
• In addition to the Four-Star hotels, they have multilingual staff
• Offers doorman-service and valet parking
• They also have a Concierge
• They have a spacious reception hall with several seats and beverage service

The Department of Tourism has implemented a new set of hotel accreditation in

accordance with Tourism Act of 2009 or Republic Act 9593. This new scheme for hotel
ratings is based on number of points earned by each hotel after the audit. Compared to
the old DOT standards which classifies hotels by deluxe, first class, standard and
economy, the new hotel rating system classifies hotels by stars. Each hotel can get a
maximum of 5 stars, or a maximum of 1000 equivalent points.

In the new Philippine Hotel Rating System, the auditors focus on the availability of
certain facilities and its inventory, availability, condition, quality, usability and
overall service. Hotels get star points depending also on the criteria indicators like
the location of hotel, resort and apartment hotel. In order to get higher points, one
of the requirements includes hot and cold showers in bathrooms that could start
heating up in 20 seconds.

16
 ➢ Other Types of Hotels
* Chains - A Hotel Chain is an administration company that manages a number of
hotels having the same name but being located in different areas.
*Metropolitan Hotels - These hotels are situated in metropolitan cities and
provide modern western style luxury to their guests.
*Casino Hotels - The focus of this type of hotel is on gambling and provision of
casino.
*Aparthotel - It is an apartment building also used as residential hotel.
*Boutique Hotel - In this type of hotel, each room has a distinct characteristic.

➢ Common Types of Rooms

*Single Room - A room with one single bed, meant for only one person.
*Twin Room - A room with two, single beds, separated from each other and
meant for two persons.
*Double Room - A room with a double bed, meant for two persons.
*Suite - This is an apartment that has one bedroom with one double bed, a
living and dining space.

➢ Special Types of Rooms

*Cabana - It is a room situated away from the main building, near the swimming
pool, which is mainly for changing or resting purpose and is rented on hourly basis.
*Duplex - A duplex is a room with two levels, the upper level is used as a bedroom
and the lower level as a living or sitting room.
*Family Room - An efficiency room has kitchen facility and is generally found in
resort hotels. Also known as family rooms.
*Hospitality Room - It is a room that can be used by the resident guests to entertain
their own guests. These rooms are rented on hourly basis.
*Interconnected Room - An interconnected room has two rooms adjacent to each
other with an interconnecting door, which allows entry from one room to the other,
without having to go through the corridor.
*Lanai - This is a room with a good view, normally of hills, sea, garden, mountains
and so on.
*Penthouse Suite - This room is situated at the terrace level and is open to the sky.
*Studio Room - This room has a single bed and a few couches or sofas that can be
converted to a bed.
*Quad - This room offers four beds that provide sleeping accommodation for four
individuals.

NOTE: The type of room depends on the classification of hotel.

ACTIVITIES
I. Essay.
1. While on a call, the guest, Mr. Cardo Dalisay, asked about the room
rates for the twin room and double room and how do they differ. How
will you answer his inquiries?
Room Rates: Twin room Php 3,450.00
Double room Php 4,450.00
____________________________________________________________________
____________________________________________________________________

17
 2. A message was sent to your department about the guest in room
506, Ms. Kim Chui, wanting to make a reservation in one of the
hospitality rooms. She asked about the rates and how many people can
the one room accommodate.
Rates:
HR 1 and 3 25 pax Php 5,000.00/hr

HR 2 and 4 40 pax Php 12,000.00/hr w/free bev.

HR 5 10 pax Php 3,000.00/hr

____________________________________________________________________
____________________________________________________________________

II. Identification. Write your answer on the space provided.

__________1. The clients of this hotel are layover passengers, misconnection

passengers, businessmen and tourists.
_________2. It is an apartment building also used as residential hotel.
__________3. This is an apartment that has one bedroom with one double bed, a living
and dining space.
__________4. This room has a single bed and a few couches or sofas that can be
converted to a bed.
__________5. It is a room that can be used by the resident guests to entertain their
own guests. These rooms are rented on hourly basis.

WRAP-UP
Briefly explain how hotels are classified.
__________________________________________________________________________________
__________________________________________________________________________________

Why do you think the Department of Tourism is designated to audit the facilities and
services?
__________________________________________________________________________________
__________________________________________________________________________________

VALUING
It is necessary to learn the classifications of hotel, what facilities they offer and the
types of rooms, so that it would also be easier to answer guests’ inquiries. Do you
agree? Why or why not?
__________________________________________________________________________________
_________________________________________________________________________________

18
POSTTEST
Directions: Encircle the answer that is described by the following statements.
1. A classification of hotel which offers rooms that each have a distinct
characteristic.
A. Aparthotel
B. Boutique Hotel
C. Duplex
D. Family Room

2. A room with two, single beds, separated from each other and meant
for two persons.
A. Double Room
B. Single Room
C. Twin Room
D. Suite

3. The clients of this hotel classification is mostly layover passengers,

misconnection passengers, businessmen and tourists.
A. Downtown Hotel
B. Residential Hotel
C. Resort Hotel
D. Transit Hotel

4. These hotels are situated in metropolitan cities and provide modern

western style luxury to their guests.
A. Chain Hotel
B. Commercial Hotel
C. Metropolitan Hotel
D. Transit Hotel

5. It is a room that can be used by the resident guests to entertain their

own guests. These rooms are rented on hourly basis.
A. Lanai
B. Family Room
C. Hospitality Room
D. Interconnected Room

References
Published Reference:
Anutosh Bhakta. 2012. Professional Hotel Front Office Management. New Delhi. Tata
McGraw Hill Education Private Limited
Online References:
Department of Tourism Announces the New Philippine Hotel Rating System by Melo Villareal,
last updated July 3, 2013: https://outoftownblog.com/new-philippine-hotel-rating-
system/tems
Receive and Process Reservations: https://slideplayer.com/slide/5745539/
https://www.oxfordlearnersdictionaries.com/us/

Hotel Rating Systems: https://www.slideshare.net/121976/hotel-rating-sys

19
Lesson 4.
At the end of this module, you must be able to:
1. Identify complete details about customer booking necessary for the
processing of reservations;
2. Select booking details necessary for confirming guest reservations; and
3. Apply knowledge of technical terms in filling out manual entries in the
reservation form.

Directions: Choose the letter of the best answer.

1. Which of the following industries use reservations in their operations?
a) Food and Beverage Outlets or Restaurants
b) Manufacturing Company
c) Book Publishing
d) Funeral Parlors

2. Which of the following booking details is used to compute for the length of the
guest’s stay and is basis for checking room availability?
a) Type of Room the Guest Requires
b) Departure Date
c) Time of Arrival
d) Arrival Date

3. Mr. Juan dela Cruz is arriving on the 16th of June of this year 2020. How should
this be encoded in the computer system?
a) June 16, 2020
b) June/16/2020
c) 2020/06/16
d) 06/16/2020

4. Which of the following is the correct spelling of the name Czarina in the phonetic
alphabet?
a) Charlie, Zebra, Apple, Romeo, Indigo, November, Apple
b) China, Zebra, Apple, Rodeo, Indigo, November, Apple
c) Charlie, Zulu, Alpha, Romeo, India, November, Alpha
d) China, Zulu, Alpha, Romeo, India, Nepal, Alpha

5. Mr. & Mrs. Clyde M. Smith will be arriving on September 7, 2020 via Northwest
Airline 365 from San Francisco, USA. They have requested for a Deluxe Suite Room
in the hotel until September 10, 2020. What other information will you need for his
reservation?
a) Date of Arrival and Date of Departure
b) Contact number and Address
c) Number of rooms required
d) Flight Details

20
We learned of the two types of reservation systems - the computerized and the manual
system. For establishments that are not automated, the system of reservation is done
manually by the Reservations Agent. In what way do these two systems differ?

Record Reservation Details

When entering reservations into any system you will need to know what each “field”
of information is required. In some instances, these fields are compulsory. In this
case, you must input information in the correct format before being able to move to
the next field.

For example, in the case of a hotel reservation, the following information will be
required:

Arrival Date – This field is usually required. In some countries the day comes first
while in others the month is first. You can record dates in a number of ways as :16th
June 2020, June 16th 2020, 16/06/2020, 16/06/2020, 06/16/2020 or
06/16/2020. Ex. 06/16/2020

Departure date – This determines the length of the guest’s stay and used to check
room availability. Usually, the length of stay is recorded as the number of nights the
guest stays. Ex. 3N or Three Nights

Name of the guest – In most cases the Surname or Family name will be recorded
first with a comma (,) to identify the end of the family name. Then the first name or
initials follow. The phonetic alphabet is a useful tool in clarifying and in recording
names of guests. Ex. Dela Cruz, Juan N.

Figure 1. The NATO Phonetic Alphabet

Phonetic Alphabet

A- Alpha H- Hotel P- Papa W- Whisky

B- Bravo I- India Q- Quebec X- Xray
C- Charlie J- Juliet R- Romeo Y- Yankee
D- Delta K- Kilo S- Sierra Z- Zulu
E- Echo L- Lima T- Tango
F- Foxtrot M- Mike U- Umbrella
G- Golf N- November V- Victor
O- Oscar
Taken from https://www.worldometers.info/languages/nato-phonetic-alphabet/Websites

21
 Title of the guest – Most establishments will require a title for the guest.
Sometimes this is to identify gender such as Mr. or Mrs., Sir or Lady and

sometimes this is to identify rank or status such as Doctor (Dr.), Professor

(Prof.) or Sergeant (Sgt.) Ex. Mr. Dela Cruz, Juan N.

Time of arrival or estimated time of arrival known as “ETA” - This is

estimated time when the guest arrives in the hotel or property. If guest is unsure
of his arrival time, you may suggest a time to be recorded, for example 18.00
hours (6 p.m.). It is advisable to use a 24-hour clock system to avoid
misunderstandings. Ex. 18.00 hrs.

24 Hour clock system - usually associated with Military Time. It is the convention
of time keeping in which the day runs from midnight to midnight and is divided into
24 hours. Ex. ETA 13.00 hrs. for 1:00 P.M.

The use of the 24-hour clock system sets the time that will be both understood by
the Reservations Agent and the guest and this eliminates misunderstanding.

Figure 2. The 24-Hour Clock System

Time Written Spoken Time Written Spoken
Morning (am) Afternoon (pm)
1am 0100hrs Zero one hundred 1pm 1300hrs Thirteen hundred hours
hours
2am 0200hrs Zero two hundred 2pm 1400hrs Fourteen hundred
hours hours
3am 0300hrs Zero three hundred 3pm 1500hrs Fifteen hundred hours
hours
4am 0400hrs Zero four hundred 4pm 1600hrs Sixteen hundred hours
hours
5am 0500hrs Zero five hundred 5pm 1700hrs Seventeen hundred
hours hours
6am 0600hrs Zero six hundred hours 6pm 1800hrs Eighteen hundred hours
7am 0700hrs Zero seven hundred 7pm 1900hrs Nineteen hundred
hours hours
8am 0800hrs Zero eight hundred 8pm 2000hrs Twenty hundred hours
hours
9am 0900hrs Zero nine hundred 9pm 2100hrs Twenty-one hundred
hours hours
10am 1000hrs Ten hundred hours 10pm 2200hrs Twenty-two hundred
hours
11am 1100hrs Eleven hundred hours 11pm 2300hrs Twenty-three hundred
hours
12am 1200hrs Twelve hundred hours 12pm 2400hrs Twenty-four hundred
hours

22
Number of Rooms required – This is usually always one. However, some guests
might reserve more than one room in their name, for example, 1 king room and 2
twin rooms or 2 King rooms.

Example: For a family of one with two different room types reserved under one name,
it may be written as: EX. Dela Cruz, Juan Mr & Mrs/1 and Juan, Mr & Mrs/2

Number of Adults and Children – This is usually required on reservations, especially

when it relates to charging for the accommodation. It is also essential that we make
sure the right room is chosen to accommodate the number of guests. Ex. 2 Adults 1
Child

Type of room the guest requires – We would know if we can accommodate or not
the guest request based on the arrival and departure date. This is known as “checking
the availability‟. The type of room is a compulsory field and is usually recorded in
“code” format. Ex. CK - Corner King Room

Rate Code – This represents the rate that was negotiated when selling the room to
the guest. Rates are determined by the date of the reservation, type of room, length
of stay, number of guests and market segment (government, corporate free individual
traveler, family, etc.). These rates are pre-programmed to appear in rate quoted field
(in automated reservation system) when all the fields are completed. Ex. BAR (used
by Marriott Hotel)

Figure 3. Sample of Computer Screen for Opera Reservation Software

https://docs.oracle.com/cd/E53547_01/opera_5_04_03_core_help/rate_codes.htm

Note: BAR stands for Best Available Rate which is the lowest rate of the day that is
available for guests to book.

23
Market segment – This field usually Figure 4. Hotel Codes on Market Segment
requires a code to identify the type of
reservation whether or not it is a CODE DESCRIPTION
business reservation, an individual
traveler (FIT) reservation, or a HSE House
conference or group reservation. Each COMP Complimentary
of these categories will have a specific GRP Group and tours
rate attached to it. NEGO Negotiated rate
FIT Free independent traveller
PKG Package rate
CORP Corporate
CON Convention/conference
GOVT Government rate

Address – Record the address given by the guest. Usually this will be the home
address of the guest but at times, it may be a company or travel agent address.

Ex. 123 EverestDrive, Bgy. Pinagbuhatan, Pasig City 1600 Philippines

Contact details – It is essential that you record some form of contact with the
guest. This can be a mobile phone number, landline number or email address.

Passport number, date and place of issue – International

visitors may be asked passport number in some countries.

Ex. PHL 8003166F2106269

Issued on 27 June 2016

Figure 5. Passport

24
HELLO ! HAPPY TO SERVE !

Identify from the conversation below the details necessary to process

the reservations. After reading, answer the questions and write your
answers on the space provided.

Sales Agent: "Good morning reservations. This is Anne Kaye at your service. How can I help
you?”

Guest: "I would like to make an inquiry about a hire car"

Sales Agent: "Certainly. What dates do you require the car?"

Guest: "From 17th of August to 20th of August"

Sales Agent: "Is that for 3 days hire and returning the car on the 20th?

Guest: "Yes"

Sales Agent: "What size of car will you need. How many people are there?"

Guest: "There are two of us"

Sales Agent: "Would one of our small car range with two doors be suitable?"

Guest: "Yes that would be fine but we have a lot of luggage."

Sales Agent: "I will give you one of our hatchback models as this has a very large
space for luggage."

Guest: "That sounds perfect."

Sales Agent: "Now if I could get your personal details, a contact number or email, license
details and method of payment please."

Directions: Answer the following questions. You can write your answer here.

1.What is the required dates/length of use? ____________________

2.What is the required number? ______________________________
3.What is the required type? ________________________________
4.How does the agent express desire to meet the customer’s specific needs?
____________________________________________________________
5.What nature of business or industry do you see as the setting of the reservation?
_______________________________________________________________

25
Your role as a Front Desk Agent play an important role in communicating with the guests and
matching their needs with the company’s products and services. The process of making a
reservation is to be able to know whether or not you are able to accommodate the guest with
what they require. Therefore, you need to ask the right questions and respond to their
reservation request. What kind of questions do you need to ask from the guests so that you
can properly process their reservations?

“When you talk, you are only repeating what you already know. But if you listen, you may
learn something new.” Dalai Lama

Based on the above quotation, in what way can you apply the wisdom to the act of
communicating with the guest through reservations inquiry?

A. Multiple Choice. Choose the letter of the best answer.

________1. Which of the following industries do NOT have reservations?
A. Automotive repair shop
B. Theatre
C. Sports Arena
D. Resort hotels

________2. In today’s technology, which of this source of reservation is highly used in the
airline industry?
A. Fax
B. online
C. post Mail
D. Telephone

________3. What kind of booking details is used to compute for the length of the guest’s stay
and is basis for checking room availability?
a. Type of Room the Guest Requires
b. Departure Date
c. Time of Arrival
d. Arrival Date

________4. What field in the Reservation Form requires a code to identify the type of reservation
whether or not it is a business reservation, an individual traveller (FIT) reservation, or a
conference or group reservation?
A. Type of Room
B. Method of payment
C. Market Segment
D. Rate Code

26
_______5. Which of the following is the correct spelling of the name Kathryn in
the phonetic alphabet?
a. Kilo, Apple, Tango, Hotel, Reno, Yankee, November
b. Kilo, Alpha, Tanga, Hero, Romeo, Yellow, November
c. Kilo, Alpha, Tango, Hotel, Romeo, Yankee, November
d. Kiwi, Apple, Tanga, Hotel, Romeo, Yellow, North

______6. Mr. & Mrs. Clyde M. Smith will be arriving on September 7, 2020 via
Northwest Airline 365 from San Franciso, USA. They have requested for a Deluxe Suite Room
in the hotel until September 10, 2020. What other information will you need for his
reservation?
a) Date of Arrival and Date of Departure
b) Contact number and Address
c) Number of rooms required
d) Flight Details

B. True or False. Write True if the statement is true and False otherwise.
______7. In writing the name of the guest in the reservation form, in most cases
the Given Name will be recorded first followed by the Surname or Family Name.
______8. Personal checques are the most preferred method of payment in hotels.
______9. Having a reservation form to take down all the necessary data is the
start of recording the reservation information.
______10. It is advisable to use a 12-hour clock system to eliminate any
misunderstandings.

References
Australian Aid ASEAN William Angliss Institute. RECEIVE AND PROCESS RESERVATION TRAINEE
MANUAL© ASEAN 2012 (Melbourne, Astralia: William Angliss Institute of TAFE, 2012). Accessed July
4, 2020. https://docplayer.net/102681941-Receive-and-process-reservations-d1-hfo-cl2-01-d2-tta-cl2-
17-trainer-guide.html
NATO Phonetic Alphabet. Worldometer. Accessed June 21, 2020 from
https://www.worldometers.info/languages/nato-phonetic-alphabet
Military Time Chart - The 24 Hour Clock. Accessed June 21, 2020 from http://militarytimechart.com/
Opera Knowledgebase. Accessed June 21, 2020 from
https://docs.oracle.com/cd/E53547_01/opera_5_04_03_core_help/index.htm?toc.htm?rate_c odes.htm
Ajar Hospitality. How to Record Reservation Details. Accessed June 21, 2020 from
https://www.ajar.id/en/post/how-to-record-reservation-details
Market Groups. Accessed June 21, 2020 from
https://docs.oracle.com/cd/E98457_01/opera_5_6_core_help/market_groups.htm

27
LESSON 5.

At the end of this module, you should be able to:

1. Apply technical terms in filling out manual entries in the reservations form.
2. Respond professionally on a conversation with guests in confirming details of
reservations.
3. Explain the procedures in getting specific credit card details in phone-in reservations.

True or False. Write the word True or False before the number.
1. History profile about the guest may serve as point of reference for
information about current guests.
2. Downloading or transferring record details from one platform to another
may incur error in data entry.
3. Cash is the most preferred form of payment for online reservations.
4. Deposits on room reservations may be paid any time, even on the day
before the actual arrival of the guest.
5. When asking for a credit card payment, it is essential that the reservations
agent ask from the guest details like expiry date and name on the card.

Based on the previous lesson we learned that guest details must be

captured accurately so that we can fully process reservations. Can we go over
the concepts that we need to remember so that we can move towards the next
step.
What are the guest details that we need to get from the guests to process their reservations?

28
 The Reservation Form
Information about the guests are written on a reservation form. The form replicates the
information on the computer screen.

Figure 1. Sample Reservation Form

Guest Reservation Slip Booking Canx Amend

Confirm #____________ By: Date: By: Date: By: Date:

Origin:_______________

Arrival Date Number of Nights Departure Date:

Phone (H):_____________ (B):___________
Market Number of Guests: AD CH
Segment
Fax: ______________________

Mobile:____________________

Room Type: Rate Code: Rate Quoted: Contact:____________________________

$
Number of Rooms:
Php

Name:__________________________ Company/Travel Agent Details:

Address:________________________

________________________
Suburb:________________
Postcode:________________ ETA Arrival Details:
State:_________________________
Country:_______________________

Payment Details Special Requests:

Credit Card Details Remarks:

Taken by:
Expiry Date __/__/__ Name on Card:_____________________
Additional Payment Comment

29
You can take down the details of reservation while you are on a
conversation with the guest over the phone. It will be much easier to capture
important details such as Name of the Guest, Contact Number, Required Room
Type, No. of pax, No of rooms, Arrival Date, Departure Date, Booker's Name,
Pickup Details, Special Requirement of Requests, Agreed Negotiated Rate, Billing
Remarks or Billing instructions etc. which are filled on the inquiry form.
After the conversation, the agent can transfer the data on to the property
management system or software once the call has ended. Make sure that the Reservations
Manager duly sign the form and verify the entries.

Confirm booking details with customer on completion of data entry

Once you have completed the reservations process you will need to make sure all the data
is accurate and what the guest requires. The best way to do this is to read the booking
details back to the customer as this gives the customer the opportunity to make any
changes if necessary.

The following details need to be confirmed in a hotel reservation:

Arrival and departure dates and days
Spelling of the guest name

Contact details (address, phone)

Type of room and number of rooms
Room rate quoted or cost quoted
Method of payment
Special requests.

Confirming the reservation

A. Confirming Existing Data

The guest who is making a reservation may have been a previous guest before in an
establishment. You may ask the customer and confirm the history information just to make
sure it is still accurate.

30
Sample Conversation in Confirming Data
Reservation Agent: "Ms. Christine Jacobs from Navarro Legal Agents? Is that
correct?"
Customer: "Yes, that is right"
Reservation Agent: "Is your address still 851 Industria St. Barangay Kapasigan,
Pasig City Philippines 1600? “
Once you have established that all the customer profile information is correct you can
proceed with the reservation according to what they usually request and complete the new
reservation for the required dates.

B. Things to consider when confirming booking details with customer.

Accuracy of data - read the booking details back to the customer to make sure all the
data is accurate. Mention the company or hotel policy about specific arrival and departure
times.

Most hotels in the Philippines follow the standard hotel check-in time of 2 P.M.
and check-out of 12:00 noon.

Transfer of information - care must be taken by the encoder as this may result to
inaccuracy in transferring record details from one platform to another.

Payment - Deposits usually made by credit card over the phone or over the
internet, in some cases it will incur a commission percentage added on to the amount.

Guaranteed reservations - may require some form of deposit or payment.

Make sure the customer is aware of the conditions of payment applicable
to each reservation. A guarantee ensures availability of room for the guest.
Payments in terms of advanced deposits need to have a final payment date attached to
guarantee the reservation.
Let the guest know about your Cancellation policy - such as how much notice is required for
a full refund, and how much may be forfeited for late notification/cancellation.

Refunds and Exchange Policies - Make sure you are familiar with the
details of the practice of refunds or exchange policies at your establishment. It is your
responsibility as the reservation agent to make the customer become aware of the
policies. In some cases if enough notice of cancellation is given, such as 48 hours, a deposit
may be refundable.

31
C. Accepting payment for reservation
Each of these payments have different requirements such as:

a) Cash - Full cash payment to cover room accommodations.

b) Cheque - Travelers Cheque (most preferred), bank cheque, company cheque, and
personal cheque (not acceptable for some establishments)
c) Credit Cards - date of expiry must not be near the date that of the check-in
d) Company Charge - requires an agreement between the company and the
establishment to get credit extension and account
e) Travel Agent vouchers - usually the guest has paid the travel agent for the purchase
of the tour package which includes room accommodations.

D. Accepting Credit Card payment over the telephone:

When accepting credit card payments over the phone you will need to obtain the following
details:
1.Manually enter the customer's credit card information on your point of sale (POS) system
or mobile payments device
2.Accept a payment online for the phone order using a virtual terminal
3.Email the invoice to your customer so he or she can pay using an online payments
system

Figure 3. Sample Conversation for Confirming Data

Person Conversation
Reservations Agent Thank you for the reservation details Mr.Manahan. I will just
confirm all the information with you.

Mr. Manahan Yes, that is Ok.

Reservations Agent Now Mr. Manahan we have you arriving on Thursday 20th of July
staying for 3 nights and departing Sunday 23rd July.
The booking is in the name of Manahan - M A N A H A N Mr.
E d w a r d (spell the name). Your address is 856 Langdon Ave.
Los Angeles, California, USA 90017 Your mobile number is(213)
782 - 555 - 902.
You have requested one Junior Suite at the rate of $ 350 per night
and we expect you to arrive at approximately 1700 hrs.

Mr. Manahan Yes you got it right.

Reservations Agent You will be paying by Master Card number 4678 9435 3422,
expiry date 09-2022. Is that all correct and did you request for a
non-smoking room?

32
Mr. Manahan Yes. Thanks that is all correct.

Reservations Agent Is there anything else I can do for you today Mr Manahan?

Mr. Manahan No thanks. That is everything.

Reservations Agent Now Mr. Manahan, do you have a note and pen ready? I am
going to give your confirmation number.

Mr. Manahan Oh yes, that will be great!

Reservations Agent Mr. Manahan your confirmation number is 023486

Mr. Manahan That’s 023486

Reservations Agent Yes Mr .Manahan, that is correct. We look forward to seeing you
when you arrive.

Mr. Manahan Thanks Catherine. Goodbye!

Let’s Practice!
ACTIVITY 1

Filling in the Reservation form.

Instruction: Using the Reservation Form on Figure 1, fill out the entries in the form with
the details in the scenario below.
On August 26 around 8 am. you received the call from Mrs. Juliet
Eisenhower regarding her family’s desire to visit Manila on September of this
year. Mr & Mrs. Chris Eisenhower will be arriving in the hotel on September 15
at around 9 a.m. and will leave on September 20 at 2 p.m. The couple will be
bringing their 5 year-old son so they wish to avail of a large room like a Double
Room with an extra bed. They agreed and accepted the room rate of Php
4,300 per night. The couple loves adventure and they would like to reach places on their own
without any help from a travel agent. Other information relayed to you are (Address)
8056 Wilshire Blvd, Los Angeles, USA (Master Card # 0023-7891-2346-5000 expiring
on 02/2022. After the inquiry, you confirmed their booking with this Confirmation
Number 3416. Your hotel uses the 24-hour system in recording time entries.

33
Documentation follows the intake of information. Upon acceptance of the
reservation, we notify the guest confirming the blocking of a room or group of
rooms. Through confirmation we establish a check on the entered reservation
request data , have guests agree on the room rates and method of payment,
and remind him/her the hotel’s policy on guarantee and cancellation. All
documents created are then filed systematically either manually or
electronically.

Upon acceptance of the reservation, we notify the guest confirming the blocking of a room
or group of rooms. Through confirmation we establish a check on the entered reservation
request data , have guests agree on the room rates and method of payment, and
remind him/her the hotel’s policy on guarantee and cancellation.

However what if the guest failed to give a deposit on his reservation and
a problem occurred as a result of this? Would you put the blame on the guest or
would you attribute this to the hotel’s negligence to inform the guest of the
policy?

34
Fill in the blanks.
1. After the conversation, the agent can_____________the data on to the property
management system
2. In some cases if enough notice of ________________ is given, such as 48 hours, a deposit
may be refundable.
3. You may ask the customer and ____________the history information just to make
sure it is still accurate.
4. Full cash payments usually cover _____________________________.
5. Date of expiry in credit cards must not be near the date of the _____________
6. A company charge requires an _____________ between the company and the
establishment to get credit extension and account
7. A guarantee ensures _________________of room for the guest.
8. The customer's credit card information can be entered in to _________ system.
9. _________the invoice to your customer so he or she can pay using an online
payments system
10. A ___________is usually given to clients of travel agents which may cover the room
accommodations and meals.

35
36