The Importance Of Booking Reservations In The Hotel Industry

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Booking reservations is quite similar across the hotel industry and requires the same basic information such as the name of the guest and billing information; perhaps the only thing that differs from hotel to hotel is database they select to facilitate the process. Most if not all hotel companies offer their guest the freedom to chose from different methods of making a reservations. The traditional ways of making a hotel reservation include calling the property directly or their toll free number as well as making the reservation in person, commonly referred to as a walk in guest. Nowadays, with rapid changing technology, other conventional methods or making hotel reservations include directly through the hotel’s website, discounted third party …show more content…
288). These four decision can also be applicable when making hotel reservations. For hotels, appointment time intervals can be viewed as check in and check out times, 3 PM and 12 PM respectively, these times are typically standard across all hotels. In the hospitality industry it is easy to determine the length of each work day since most hotels operate 24 hours, seven days a week. Jessica*, who has worked in the hotel industry for over a decade as both a frontline employee and middle management, explains “when a guest calls in to the hotel, we greet them and ask for basic information like the dates they are interested in [reserving] and how many occupants will be staying to help us provide the best accommodations for the guest.” Information such as the dates the guest wishes to book is typically gathered first as it is important to confirm whether or not there is availability for those dates. Confirming the availability before moving forward and asking the guest for more information is vital, this practice ensures that resources are not wasted and the guest does not feel as if their time was also wasted. When the guest service representative confirms availability he or she proceeds to gather further …show more content…
One the agent has offered a rate and the guest has accepted, the guest’s basic information such as first and last name, billing address, phone number, and email to provide a confirmation letter followed by credit card information to finalize the reservation. Regardless of whether the guest is making the reservation in person, by phone, or online --either direct or via a third party-- the aforementioned information is required to guarantee the reservation. Before concluding the phone call Jessica explains that “It is important to reiterate and confirm the information provided such a check in and check out dates, number of occupants, the room type they have selected and the rates they [guests] will receive”. In order to ensure the correct dates have been booked, the guests will receive what he or she has asked for and avoid any mistakes the guest service representative must confirm the information before ending the phone

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