Reservations training

• Communicatie
• Beroepsopleiding

Reservations & FO training

What would you like to learn in this training?

Agenda

• Last minute reservations: what to check and do
• FO best practices
• Kahoot Quiz
• Evaluation

Goals

At the end of this training you are able to:

• Find last minutes reservations and check them
• Add a correct routing and/or extra bed to a booking
• Look up and book different rate codes
• Name at least 4 situations in which you need to take additional checks upon check-in

True or false?

• In our hotel people always need to pay for an extra bed
• If a "Routing" icon is on a booking it means that part of the payment will be paid by another party than the guest
• If you see the "Certificates" icon on a reservation it means the guest is paying for the reservation with points
•  For some rate codes, routing is added automatically

Last minute reservations?

Attention points

• Third and/or fourth person

• Award reservations

• Expedia or other Wholesaler bookings

• Prepaid reservations 
• Additional fees/Fixed charges

What is the cost for a third person in the room

1. 0-3: free of charge 4-12: €25 13 and older: €75
2. 0-16: free of charge 17 and older: €75
3. 0-3: free of charge 4 and older: €75
4. €75 for everyone

How to add an extra bed?

• Please only do this when making a walk in reservation for more than 2 guests, otherwise inform Supervisor 
• Rollaway: select package --> new --> ROLBED
• This will ensure the €75 will be added to the bill. Trace and item inventory are added automatically
• Crib: select Item Inv. --> CRIB
• Trace needs to be added manually 

Multi person bookings

• Max 3 guests per room
• €75 per night 4 years and older
• Family Package/connecting rooms
• Inform supervisor
• C1 special

Award Reservations:
Booking made with points
How can you recognize them?

Award Reservations:

• Rate code 25....
• Check what kind of rate it is in  Rate Info
• Link company Marriott Bonvoy
• Update rate + Reason Why --> MB
• Routing: CL to Marriott Bonvoy on second window
• No extra charges for a rollaway bed

Expedia reservations

2 types:

Expedia Collect or Hotel Collect?

Expedia collect

Hotel collect

Expedia reservations

• ALL bookings with source: Expedia/Hotels.com need to have a routing

• Automated routing has been set up for all rate codes

• Expedia never pays for city tax 

Other wholesalers

• For example Agoda or Priceline
• Rate code 36.... or 26....
• Specials D1,D7 or D9
• Alert: Single use CC
• ALL of the above need to get a routing if it is not on the booking yet, automated routing has been set up 

Prepaid reservations

• How to recognize?

• Reservation types

• Differences > Direct, Expedia, Booking.com

Prepaid reservations

Pet fee

• Max 2 per per room
• No size/weight restrictions
• €50 per room per stay
• Add as fixed charge
• Enter "pet" and make sure you select "once" 
• Inform HSK and SEC
• Ensure guest signs pet waiver

Examples of rate codes

• 10 or 12: Retail rate booked with us directly
• 17: Corporate rate
• 25: Award reservations
• 28: Explore rate
• 26/30/34/36/38: Booked with a third party
• 33: Day use
• 35: Prepaid
• 50: Crew contracted rates

What do you need to adjust in a day use reservation?

1. Number of nights and check-out time
2. Number of nights
3. Rate and check-out time
4. Add R3 special

Day use reservations

• Rate code 33 (please check rate info in doubt)

• Adjust number of nights to 0

• Ensure check-out time is noted on the reservation 

Someone asks for early check-in. What do you do?

Confirm free of charge if it is possible

You only allow it when there is R3 in the Specials

Charge an additional €50

Offer them a free drink and ask them to wait until 3PM

Early check-in overview

• R3 special: prereg. Some guests book the night before to guarantee early check-in 

• €50 early check-in fee before 10AM. Exception can be made

• Sorry to keep you waiting voucher 

How to check?

• Set 'Arrival From' and 'Arrival To' to the date of today
• Sequence by rate code 
• The number before the rate code will tell you a lot

What do you know of the Explore rate?

Explore rate

• Only for employees and their direct family

• Max 2 rooms per employee, max 1 room for family

• There is a lot of fraud! How to check if a voucher is valid? 

Quiz!

Goals

At the end of this training you are able to:

• Find last minutes reservations and check them
• Add a correct routing and/or extra bed to a booking
• Look up and book different rate codes
• Name at least 4 situations in which you need to take additional checks upon check-in