| |
Unique Home Furniture, Home Decorating and Home Decoration Store
A Computer Reservations: In a large hotel, the reservations department works under the supervision of a reservations manager, aided by an assistant
manager. Several telephone agents may be employed to solicit and document reservation data. In a chain property or referral organization, the hotel's reservations department interacts with the central reservations office, which maintains a duplicate set of guest reservation data in a centralized computer system.
The organization of a typical reservations department is shown in Figure 2-2. In the example, different reservations agents have specific responsibilities. One agent handles advance deposits and authorized credit card guarantees. Another agent handles reservations requested by fax (telecopier) or telex (cable itr^.,,^,;^ transmission). A different agent handles agency and tour reservations, and yet another handles reservations received by computer. In addition to these special responsibilities, each agent also handles and documents incoming telephone reservations.
Jenny KntgUnksi is a front desk representative at an upscale resort in the Southwest. She studied for a career in hospitality and tourism at a private school in the Midwest. According to Jenny, the most valuable trait of the front office staff is confidence.
Overbook reservations by an amount equal to the combined averageno-show and cancellation rates. For example, if 2 percent of the
hotel's reservations usually cancel or do not show up, the reservations department might be instructed to overbook by 2 '-
percent. If the hotel has 300 rooms, the reservations department would overbook by 6 rooms, so that 306 rooms would actually be
considered available for sale.
-
If rooms are available, but are not of the desired type or location, an alternative might be suggested, in an attempt to secure the reservation. For example, if an oceanfront room is requested, but none are available, the next best category, such as a poolside room, might be suggested. Figure 4-4 shows an example of a room availability display produced by a computer reservations system.
|
|
|
 |
Child-Education-Usa.com |
|
 |
 |
|
Menu |
|
|
| |
| |
|
|
| |
|
