Summary
Highlights
A reservation is the act of booking accommodation, a place, or a seat in advance. In a hotel context, it means booking a specific room type for a guest for a defined period, though it now extends to all hotel services like spa and banquet reservations.
A reservation creates a bilateral contract between the hotel and the guest. The hotel commits to providing agreed-upon rooms and facilities, and the guest agrees to pay the charges. This is also known as a 'contract of booking' or 'confirmation letter'.
The reservation department informs guests about hotel facilities, room types, and tariffs. It books rooms, ensures availability, handles amendments to existing reservations (like date, room type, or guest count changes), and cancels reservations upon request. In many hotels, this department also manages room rates and inventory on online channels and maintains occupancy records for sales and marketing.
The reservation department is typically led by a Reservation Manager, who reports to the Front Office Manager. Below them are Reservation Supervisors, Reservation Assistants/Agents, and Trainees. This hierarchy can vary based on the hotel's size and classification.