Reservations and bookings

The Importance of Reservations and Bookings

  • Reservations and bookings are crucial mechanisms to manage demand and ensure smooth operations in the hospitality industry.
  • They help businesses to plan resources and staffing levels based on expected guest arrivals.
  • Pre-booking allows the guests to secure accommodation or services, helping to avoid disappointment or inconvenience.

Booking Procedures

  • When a booking is made, reception staff need to record essential details such as the guest’s name, contact information, duration of stay and any specific requirements.
  • Staff should clearly communicate the pricing rates, deposit requirements, and cancellation or change policies.
  • It’s important to confirm the booking details with the guest – this can be done via email or letter providing a written record for both parties.

Managing the Reservation System

  • Businesses often use a reservation system (manual or computer-based) to track and manage bookings.
  • This can provide an overview of room availability and help to prevent double booking.
  • Regular updates to the system are crucial to reflect cancellations, changes or additional bookings.

Types of Bookings

  • There are different types of bookings to cater for different guest needs such as individual, group, package or long stay bookings.
  • The process or terms might differ slightly for each type, it’s therefore important to understand and identify the individual needs of each booking.

Confirmation and Pre-Arrival

  • After the booking is made, a confirmation is sent to the guest. This should include all details of the reservation, terms and conditions, and contact information for any queries.
  • Closer to the arrival date, some properties might contact the guest for a pre-arrival check. This can involve confirming the booking details and discussing any special requests or needs.

Cancellations and No-Shows

  • Cancellations and no-shows can impact the revenue and operations of the business.
  • It’s vital to maintain a clear cancellation policy, including any fees associated, and ensure guests are informed at the booking stage.
  • No-shows or last minute cancellations should be recorded in the reservation system, and businesses often have a separate policy detailing how these situations are handled.