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Reservations training
Reservations & FO training
1 / 30
volgende
Slide 1:
Tekstslide
Communicatie
Beroepsopleiding
In deze les zitten
30 slides
, met
interactieve quizzen
en
tekstslides
.
Lesduur is:
120 min
Start les
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Onderdelen in deze les
Reservations & FO training
Slide 1 - Tekstslide
What would you like to learn in this training?
Slide 2 - Open vraag
Agenda
Last minute reservations: what to check and do
FO best practices
Kahoot Quiz
Evaluation
Slide 3 - Tekstslide
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
Slide 4 - Tekstslide
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
Slide 5 - Tekstslide
Last minute reservations?
Slide 6 - Woordweb
Attention points
Third and/or fourth person
Award reservations
Expedia or other Wholesaler bookings
Prepaid reservations
Additional fees/Fixed charges
Slide 7 - Tekstslide
What is the cost for a third person in the room
A
0-3: free of charge 4-12: €25 13 and older: €75
B
0-16: free of charge 17 and older: €75
C
0-3: free of charge 4 and older: €75
D
€75 for everyone
Slide 8 - Quizvraag
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
Slide 9 - Tekstslide
Multi person bookings
Max 3 guests per room
€75 per night 4 years and older
Family Package/connecting rooms
Inform supervisor
C1 special
Slide 10 - Tekstslide
Award Reservations:
Booking made with points
How can you recognize them?
Slide 11 - Open vraag
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
Slide 12 - Tekstslide
Expedia reservations
2 types:
Expedia Collect or Hotel Collect?
Slide 13 - Tekstslide
Expedia collect
Hotel collect
Slide 14 - Tekstslide
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
Slide 15 - Tekstslide
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
Slide 16 - Tekstslide
Prepaid reservations
How to recognize?
Reservation types
Differences > Direct, Expedia, Booking.com
Slide 17 - Tekstslide
Prepaid reservations
Slide 18 - Tekstslide
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
Slide 19 - Tekstslide
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
Slide 20 - Tekstslide
What do you need to adjust in a day use reservation?
A
Number of nights and check-out time
B
Number of nights
C
Rate and check-out time
D
Add R3 special
Slide 21 - Quizvraag
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
Slide 22 - Tekstslide
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
Slide 23 - Poll
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
Slide 24 - Tekstslide
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
Slide 25 - Tekstslide
What do you know of the Explore rate?
Slide 26 - Open vraag
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?
Slide 27 - Tekstslide
Quiz!
Slide 28 - Tekstslide
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
Slide 29 - Tekstslide
Slide 30 - Tekstslide
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