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Chapter 3Reservation Systems

Managing Technology in the Hospitality Industry

Fourth Edition

(469T or 469)

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Competencies forReservation Systems

1. Distinguish global distribution systems from Internet distribution systems.

2. Distinguish affiliate from non-affiliate central reservation systems.

3. Identify the basic functions and services performed by a central reservation system.

4. Describe the functions and features of the reservation module of a property management system.

5. Describe the management reports typically generated by a reservation module of a property management system.

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Sources of Reservations

Central Reservation Systems

Affiliate Reservation Network (Hotel Chains)

Non-Affiliate Reservation Network

  Leading Hotels of the World

  Preferred Hotels

  Distinguished Hotels

Global Distribution Systems

  SABRE(continued)

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Sources of Reservations

  Galileo International

  Amadeus

  WorldSpan

Internet Distribution Systems

  Priceline.com

  Orbitz.com

  Gotrooms.com

Property Direct

(continued)

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Global Distribution Systems (GDSs)

Owned by airlines.

Used by travel agents.

Access travel/tourism inventories worldwide.

Link to reservation systems of:

Hotels

Airlines

Car Rental Companies

Travel agencies

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Internet Distribution Systems (IDSs)

Owned by independent Web companies.

Used by consumers.

Link to:

  Hotel central reservation systems

  Switching company

  GDS

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Affiliate/Non-Affiliate Reservation Systems

Affiliate reservations system (hotel chains)

Overrun facility

Non-affiliate reservations system

Leading Hotels of the World

Preferred Hotels

Distinguished Hotels

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CRS Functions and Services Provides properties with necessary technology.

Communicates room availability to e-distribution channels.

Delivers reservations to properties.

Maintains statistical information (call volume, talk time, conversion rates, denial rates).

Provides customer relationship management (loyalty programs).

Maintains demographic information about callers.

Bills properties for handling reservations.

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PMS Reservation Process

1. Reservation inquiry

2. Determination of availability

3. Creation of the reservation record

4. Confirmation of the reservation

5. Maintenance of the reservation record

6. Generation of reports

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PMS Reservation Reports

  Rooms availability report

  Revenue forecast report

  Reservation transaction record

  Expected arrivals list

  Expected departures list

  Commission agent report

  Turnaway report