ROOM REGISTRATION HOLD SHEET - Hotel/Motel Operations: An Overview

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Room registration hold sheet

front-desk clerks to assign rooms to guests when they arrive. This pres- ents the opportunity to sell up or more properly serve the guest.

In the past a room board, sometimes called a room rack, was used. A few smaller properties still use these.

Room boards are usually seen behind the front desk. On the room board, room numbers are beside slots where the status of the room can be shown. Occupied rooms are indicated by inserting a copy of the registration slip in the corresponding slot. On the sample room board illustrated in Figure 4-9, you can see that Room 101 is an avail- able double room. The $85- 92 rate for Room 101 is dependent on the number of people occupying it and whether a discounted rate applies. The board further indicates that Room 102 is a single with a $75- 85 rate. In addition, the plastic covering over 104 and 202 indicates that these rooms are being cleaned (OC or on change). Rooms 105, 203, 204, and 205 are blocked for guests arriving that day.

Computers have revolutionized reservations and check-in. With a few keyboard commands the reservationist can show the rooms avail- able and can check a list of arrivals, as shown in Figure 4-10. The desk clerk can assign rooms almost instantaneously. Computers show rooms

68 Chapter 4 Front Office Operations: Reservations

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on change, 000 (out of order), and sleepers (rooms that are vacant and ready for occupancy but through some error do not appear avail- able on the room list or computer). Sleepers result in a loss of revenue.

Other room situations that might show on the computer are stay- overs or overstays- persons staying longer than the length of their reservation; due-outs- those who are due to check out; and slept- outs- people who paid for the room but did not sleep there. Slept- outs occur often when a person is on a package tour, has prepaid for six nights, but vacations elsewhere for a few of those days. Some computers show the following terms: DNS (did not stay), DNA (did not arrive), or RNA (registered but not assigned). All of these figures compiled are used in forecasts and yield management.

TRENDS

E-mail is rapidly becoming the most popular reservation communi- cation method, as even small properties are going on-line. Making hotel reservations via the Internet while in-flight to a destination will

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KING I I 4876 6 04/ 27/-- 04/28/-- ROBINSON/MARTY T.W.A. AIRLINES 76HJ46AK

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KING I 1 5103 6 04/27/ .. - 04/ 28/-- KRAMER/DAVE APPLET~ RECORDING, INC. 76LDH3AK

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70 Chapter 4 Front Office Operations: Reservations

become more feasible. Computer technology allows travelers to fill out reservation cards from their home or office in many cases. Faxing reservations and confirmations is more and more popular, particu- larly when dealing with overseas countries and the subsequent time zone changes.

In the future, computer programs will become more sophisti- cated. These will more accurately analyze reservation demands and will allow for more accurate forecasts. As the number of variables that can be inserted into forecast formulas increases, so will its reliability increase.

With the "shrinking world" phenomena and international travel increasing, reservation telephone clerks with language capabilities will be in more demand. In addition, an ever increasing pool of on-

call translators for written reservations in other languages will be needed.

Chapter 4 Front Office Operations: Reservations

CHAPTER ACTIVITIES

FRONT-OFFICE OPERATIONS: RESERVATIONS

1. Fill out the reservation card below according to the following letter the hotel received:

The

Wise Hotel

Dalam dokumen Hotel/Motel Operations: An Overview - 2nd edition (Halaman 68-72)

ROOM REGISTRATION HOLD SHEET

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