Front Office
Rooms Division Management
Chapter 1
A process is a series of related tasks that yields a product or service to satisfy a guest.
A typical hotel has the following core processes: Guest’s selection of a hotel Guest’s arrival at the hotel Guest’s stay at the hotel Guest’s departure
The selection proceeds through the introduction of the hotel which can be done in 3 ways: On Internet through a hotel’s website (one of the most important sources of reservations for hotels) An advertisement in a newspaper or magazine Hotel guides
The 4 major GDSs (Global Distribution Systems) are: Amadeus (airlines, hotel operators, travel agents and car rental companies) Galileo (airlines, travel agencies, hotels, tour-operators, car rental companies and cruise lines) Sabre (has its own online travel service, an electronic network for travel buyers and sellers and consulting services to airlines to optimize their operations and reduce costs.) Worldspan (provides travel information for travel agencies, tour-operators, car rental companies and corporations)
A travel agency is a company that arranges transportation, itinerary, and accommodation for travellers. A tour operator is a company whose main business is the planning, packaging, selling, marketing and promotion of multiple vacation components for a tour.
A hotel representative helps customers worldwide to find and book hotel accommodations. Some of the main representatives are: Utell: provides instant global connectivity by Pegasus’ voice reservation network, GDS and the Internet. Supranational: offers online availability, information about the member hotels and room rates for the corporate and leisure travellers.
A reservation form should include the following information: Full name Room type Date of arrival and departure Room rate Extra requests Contact details
Procedures hotels have taken to avoid ‘no-shows’ are mainly changes in the reservation
Chapter 1
A process is a series of related tasks that yields a product or service to satisfy a guest.
A typical hotel has the following core processes: Guest’s selection of a hotel Guest’s arrival at the hotel Guest’s stay at the hotel Guest’s departure
The selection proceeds through the introduction of the hotel which can be done in 3 ways: On Internet through a hotel’s website (one of the most important sources of reservations for hotels) An advertisement in a newspaper or magazine Hotel guides
The 4 major GDSs (Global Distribution Systems) are: Amadeus (airlines, hotel operators, travel agents and car rental companies) Galileo (airlines, travel agencies, hotels, tour-operators, car rental companies and cruise lines) Sabre (has its own online travel service, an electronic network for travel buyers and sellers and consulting services to airlines to optimize their operations and reduce costs.) Worldspan (provides travel information for travel agencies, tour-operators, car rental companies and corporations)
A travel agency is a company that arranges transportation, itinerary, and accommodation for travellers. A tour operator is a company whose main business is the planning, packaging, selling, marketing and promotion of multiple vacation components for a tour.
A hotel representative helps customers worldwide to find and book hotel accommodations. Some of the main representatives are: Utell: provides instant global connectivity by Pegasus’ voice reservation network, GDS and the Internet. Supranational: offers online availability, information about the member hotels and room rates for the corporate and leisure travellers.
A reservation form should include the following information: Full name Room type Date of arrival and departure Room rate Extra requests Contact details
Procedures hotels have taken to avoid ‘no-shows’ are mainly changes in the reservation