Hotel Reception

Introduction

Dealing with advance reservations is probably one of the most important tasks a receptionist has to do.  It is sometimes a difficult logistical task, for she has to sort out all the requests for accommodation to ensure that every request is dealt with, individual requirements are catered for and no overbooking occurs.

Reservations are received sometimes many months in advance and are therefore very good indicators of future levels of business.  From these indicators, management can plan advertisement campaigns and special offers to coincide with those times when trade looks slow and can also plan the efficient deployment of staff and resources for busier times.

Advance reservations often contain important details and can be used to build up an accurate profile of future guests, their needs and special requests.  Dealing with reservations is therefore a vital role for the receptionist and she should use the information "to get to know" guests and provide a much more individualised service. 

Once the receptionist's sales role has been completed and a reservation made, the procedures which follow must be efficient and meet the promises made during the "sales pitch".  Any mis-handled reservations will reflect badly on the hotel and can be a major source of customer complaint.