Lesson2
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The document discusses the role and responsibilities of a hotel reservation department. The key goals of the reservation department are to maximize hotel occupancy at optimal rates and revenue per room. The duties of reservationists include managing reservations, maximizing room yields, controlling commissions, forecasting sales, and generating occupancy reports. Room rates are influenced by factors like occupancy levels, location, room types available, market segments, and length of stay. Hotels offer a variety of room types and amenities to cater to different guest needs.
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- 1. Reservation Department Diploma in Applied Travel and Tourism Sales and Marketing - Accommodation
- 3. Reservation Department The role of the reservation department is twofold: Gain maximum occupancy for the hotel, ideally 100% being sold at the optimum level To gain maximum revenue for each room
- 4. Reservation Department Manage and maintain guest room reservations Maximise room yield Sell rooms Control travel agent commissions Prepare sales forecasts Plan promotional activities Generate room occupancy related reports
- 5. Traditional Guest Cycle Pre Arrival Occupancy Departure Arrival
- 6. The Role of reservationists Key tasks: Duties Human resource responsibilities Systems and procedures Health and Safety Customer Service Other
- 7. Job description for reservations sales agent Using the headings in the above slide, consider your job role. Think about your role within the reservations team, front office team and wider hotel team. In your group, discuss your operational role and what you would be expected to do. 02/02/09
- 8. Importance of Room Rates Two major factors to be considered: Occupancy Average Room Rate Room rates Rack Rate, Corporate, Off Season/In Season, Weekend, Airline, Group, Day Rate, FOC, Other Rates What can influence room rates?
- 9. Other rate influences Star rating Location Room types Market Segment Room availability Packages offered Length of stay Number of rooms booked Meal plans
- 10. The accommodation product The sale of rooms is one of the main products to be provided by a hotel, it is also the principal source of hotel revenue . The accommodation product consists of more than a room with a bed. A guest purchasing accommodation also receives other facilities and benefits, such as ambience, d辿cor and security. What complimentary products would you expect in a hotel room? 02/02/09
- 11. Guest rooms To cater for the different needs of their customers, hotels usually provide a variety of different room sizes, d辿cor, views and bed configurations. 油 Rooms can be classified in a number of different ways. For example, one way is according to the number or size of beds in the room; others are by the d辿cor, the room size or the view. In addition some hotels may even offer special types of accommodation for particular types of guest, e.g. the executive floor for business people and suites for VIP guests. 02/02/09
- 12. Think about some of the following guests, what can a hotel do to make their stay more comfortable, or exceed their experience. Think about Carlzons moment of truth Airline crew, corporate, families, a sports team, FIT 02/02/09