Reservations training

Reservations & FO training
1 / 30
volgende
Slide 1: Tekstslide
CommunicatieBeroepsopleiding

In deze les zitten 30 slides, met interactieve quizzen en tekstslides.

time-iconLesduur is: 120 min

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