Reservation and Its Importance in Hospitality
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Questions and Answers

What does the term 'walking guest' refer to?

  • A guest who arrives without a prior booking
  • A guest who stays in the hotel longer than scheduled
  • A guest who leaves without settling their bill
  • A guest who is moved to another hotel due to overbooking (correct)

    • Which factor is NOT considered while deciding the overbooking percentage?

  • Past statistic of no-show
  • Time of day for check-in (correct)
  • Experience of front office manager
  • Season of the year

    • What is a 'scanty baggage' guest?

  • A guest with extensive luggage
  • A guest who overstays their check-out time
  • A guest arriving without prior reservation
  • A guest with light or no baggage (correct)

    • What is meant by 'overstay' in hotel terminology?

    <p>Guests who stay longer than their scheduled departure date</p> Signup and view all the answers

    What is a 'turn away' guest?

    <p>A guest arriving without a reservation but is denied accommodation</p> Signup and view all the answers

    What is the characteristic of a 'stay over' guest?

    <p>A guest who continues their stay for an additional night or more</p> Signup and view all the answers

    Why is a substantial advance taken from a 'scanty baggage' guest?

    <p>They may leave without paying their bills</p> Signup and view all the answers

    What happens in cases of 'understay' or 'early departure'?

    <p>Guests leave earlier than their scheduled stay</p> Signup and view all the answers

    What is the term used for guests who do not arrive despite having a confirmed booking?

    <p>No Show</p> Signup and view all the answers

    What does the DCC help identify in hotels?

    <p>Room availability for a specific month</p> Signup and view all the answers

    Which method is NOT typically used for making advance reservations in hotels?

    <p>Walk-In at the Hotel</p> Signup and view all the answers

    What must occur for a guest's name to appear on the Expected Arrival List?

    <p>The reservation request must be processed correctly.</p> Signup and view all the answers

    Which payment method is not generally accepted unless in acute emergencies?

    <p>Personal cheque</p> Signup and view all the answers

    What is the primary advantage of using the Room Reservation Form (RR Form)?

    <p>It improves accuracy in processing reservations</p> Signup and view all the answers

    What does the IPO model represent in the context of hotel reservations?

    <p>Input, Process, Outcome</p> Signup and view all the answers

    In which system of reservation is a diary used to manage guest bookings?

    <p>Diary System</p> Signup and view all the answers

    When can a reservation be considered 'advance' for hotel bookings?

    <p>When made at least 24 hours in advance.</p> Signup and view all the answers

    Which of the following is a common consequence of a 'no show'?

    <p>The hotel incurs loss of potential revenue.</p> Signup and view all the answers

    Which mode of payment involves the guest’s company settling the bills?

    <p>To Company</p> Signup and view all the answers

    What limitation does the Diary System have regarding hotel size?

    <p>It is only suitable for small hotels</p> Signup and view all the answers

    What happens once the reservation request is received by the hotel?

    <p>It is processed to generate the Expected Arrival List.</p> Signup and view all the answers

    How can guests confirm their hotel reservations?

    <p>By sending a letter.</p> Signup and view all the answers

    Which of the following is a synonym for an exchange voucher used in hotel bookings?

    <p>Travel agent's voucher</p> Signup and view all the answers

    What does the acronym HV stand for in the context of hotel reservation payment methods?

    <p>Holding Voucher</p> Signup and view all the answers

    What is a significant disadvantage of the bound book register?

    <p>Only one guest can be registered at a time.</p> Signup and view all the answers

    Which of the following is NOT an advantage of the loose leaf register?

    <p>Multiple guests can be registered at once.</p> Signup and view all the answers

    What is a primary feature of the Guest Registration Card (GRC)?

    <p>It allows for multiple guests to register simultaneously.</p> Signup and view all the answers

    Which of the following problems does NOT affect the bound book register?

    <p>Leaves can be easily misplaced.</p> Signup and view all the answers

    What is one of the advantages of the Guest Registration Card system?

    <p>Guests can be pre-registered.</p> Signup and view all the answers

    Which of the following can be considered a disadvantage of the loose leaf register?

    <p>It can waste an entire leaf if one guest does not fill out the information.</p> Signup and view all the answers

    What is a common characteristic of both the bound book register and the loose leaf register?

    <p>Both can only register one guest at a time.</p> Signup and view all the answers

    Why might hotels prefer using Guest Registration Cards over other forms of registration?

    <p>They promote greater guest privacy.</p> Signup and view all the answers

    What is the primary purpose of the Room Status Board (RSB)?

    <p>To provide an overview of room availability</p> Signup and view all the answers

    Which tool is primarily used to document detailed guest information during the reservation process?

    <p>Room Reservation Form</p> Signup and view all the answers

    What is the main advantage of using the Hotel Diary over the Room Reservation Form?

    <p>It is a permanent and organized record.</p> Signup and view all the answers

    What is a significant drawback of the diary system mentioned?

    <p>The booking diary can become bulky and difficult to handle.</p> Signup and view all the answers

    Which document is specifically prepared to inform various departments about expected arrivals?

    <p>Movement List</p> Signup and view all the answers

    How is the booking diary organized?

    <p>In chronological order by date of arrival.</p> Signup and view all the answers

    What is the first step in the reservation procedure when a request is received?

    <p>The room availability position is checked.</p> Signup and view all the answers

    Which statement about the Room Reservation (RR) forms is true?

    <p>They are optional but recommended for tidiness.</p> Signup and view all the answers

    Study Notes

    Reservation and its Importance

    • Reservation refers to booking in advance, at least 24 hours prior to arrival.
    • Hotel reservations are processed similar to train or airline tickets.
    • Types of Reservations:
      • Advance Reservation: Booking made in advance, usually by phone, letter, fax, email, social media, website, or mobile app.
      • Walk-in Guest or Chance Guest: Guest arrives without a prior booking, hoping for room availability.
      • Turn Away Guest: Guest arrives without a reservation, but there are no rooms available.

    No-shows and Overbooking

    • No-show: Guest fails to arrive on their scheduled arrival date, despite confirming the booking and not canceling.
    • Overbooking: Hotels may overbook rooms to compensate for potential no-shows, which can lead to turning away guests if all rooms are occupied.
    • Factors for Overbooking:
      • Past no-show statistics.
      • Time gap between booking date and arrival date.
      • Season of the year.
      • Guest's profession.
      • Source of booking (travel agent, website, etc).
      • Guest segment (business, leisure).
      • Purpose of visit (conference, vacation).
      • Business situation (high season, off-season).
      • Experience of the front office manager.

    Other Important Terms

    • Scanty Baggage: Guest with light or no baggage, often requiring an advance payment.
    • Stay-over: Guests who stay at the hotel for at least two consecutive nights.
    • Overstay: Guests who stay beyond their originally booked departure date.
    • Understay/Early Departure: Guests who leave before their scheduled departure date.

    Tools for Reservation Management

    • Room Status Board (RSB): Shows real-time room availability.
    • Advance Letting Chart (ALC): Shows room availability for a specific month.
    • Room Reservation Form (RR Form): Provides a space to record guest information for reservation processing.
    • Hotel Diary or Booking Diary: A bound register with pages arranged by arrival date for recording reservation details.
    • Movement List or Expected Arrival List: Lists arriving guests for the following day, shared with relevant departments.

    Diary System of Reservation

    • A simple reservation system used by smaller hotels where guest reservations are recorded date-wise.
    • Disadvantages:
      • Limited ability to book far in advance.
      • Difficult to handle due to size.
      • Difficult to maintain neatly.
      • Entries are not in alphabetical order.

    Guest Registration Records

    • Bound Book Register (Red Book or F-form): A bound register where all guest records are kept, commonly used by smaller hotels.
      • Advantages: All records centralized.
      • Disadvantages: Bulky, difficult to handle, only one guest at a time, privacy concerns.
    • Loose Leaf Register: Similar to the bound book register, but pages are not bound.
      • Advantages: Easier to handle, improved privacy.
      • Disadvantages: Leaves can be misplaced, only one guest at a time, increased filing.
    • Guest Registration Card (GRC): Separate cards are used for each guest; they can be in duplicate or triplicate.
      • Advantages: Multiple guests can be registered, privacy is maintained, easy storage, no waste, guests can be pre-registered.

    Modes of Payment

    • Direct Payment (DP): Guest pays directly with cash, credit card, demand draft, travelers' cheques, etc. Personal cheques are not accepted.
    • To Company (To Co): Guest's company settles the bill.
    • Holding Voucher (HV): Guest presents an exchange voucher from a travel agent, and the agent settles the bill.

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    Related Documents

    Hotel Management: Front Office Processes PDF

    Description

    This quiz explores the concept of reservations within the hospitality industry, detailing types such as advance reservations, walk-in guests, and no-shows. Additionally, it examines the practice of overbooking and the factors that influence it, providing insight into hotel management strategies.

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