Chapter 4 - Lodging Operations Technology Professor Suzanne...

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Professor S. Bagnera Lodging Operations & Technology Professor Suzanne Markham
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Professor S. Markham Chapter 4 Reservations
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Professor S. Markham Competencies for Reservations Discuss the sales dimension of the reservations process, outline the different types of reservations, and describe reservation inquiries and their distribution channels. Describe the process of taking group reservations and discuss group reservation issues. Identify the tools managers use to track and control reservations availability, and discuss the reservation record. Describe policies and procedures surrounding the confirmation, modification, and cancellation of different types of reservations. Explain the function of typical reservation reports, and summarize other reservation considerations.
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Professor S. Markham Reservation Activities Conduct reservation inquiry. Determine room and rate availability. Create reservation record. Confirm reservation record. Maintain reservation record. Produce reservation reports. Research, plan, and monitor reservations.
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Professor S. Markham Reservations & Sales Before computers:
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Professor S. Markham Reservations & Sales After Computers -
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Professor S. Markham The Role of Sales in Reservations
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Professor S. Markham Reservations Sales Planning Process Controlling the mix of transient & group business Reservations management Group markets Group allocation
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Professor S. Markham SMERF Social Military Educational Religious Fraternal groups
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Professor S. Markham Reservation Sales Process Greet the caller. Identify the caller’s needs. Provide an overview of the hotel’s features & benefits, based on the caller’s needs. Make a room recommendation, and adjust it according to the caller’s response. Close the sale. Gather the reservation information. Thank the caller.
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Professor S. Markham Types of Reservations
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Professor S. Markham Guaranteed Reservations Prepayment Credit card Advance deposit Travel agent Voucher/miscellaneous charge order (MCO) Corporate
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Professor S. Markham Non – Guaranteed Reservations Held open until 4 pm or 6 pm
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Professor S. Markham
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