Tourism and Hospitality

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THHBFO01A: Receive and process reservations

This unit deals with the skills and knowledge required to make reservations. The selling focus for reservations staff is found in unit THHGCS02A Promote and Sell Products and Services.

Reservations systems may be manual or computerised including central reservation systems.
Customers may be industry customers or end users of the service.
Reservations may be made by phone, facsimile, mail, face to face, Internet.
Reservations may be for individuals, groups, VIP’s, conference delegates.

General and specific customer requirements / reservation details may include, but are not limited to special requests, timing details, special needs, payment arrangements, details of other services being used, information on a style of customer eg: special interest group, VIP status etc.

Critical Aspects of Assessment

Look for: ability to make accurate reservations in accordance with established systems and procedures and within enterprise acceptable timeframes, plus an understanding of the different sources of reservations and the industry interrelationships that apply.

Establishment knowledge
Local knowledge
Accepting reservations
Reservation flowchart
Reservation request
Group bookings
Guest departure
Case studies
Review questions