The Process how to Handle Overbooking

CHAPTER I

INTRODUCTION

A. Background

Hotel (http://www.answers.com/topic/hotel) is an establishment which provides lodging, meals and other services for travelers and other paying guests. In order to manage it there are several departments which involved in it. One of those departments is Front Office Department.

Front Office Department is the part of the office, where the members of the general public or guest come to transact their business, for example reservation. Reservation is the situation when the guest reserve or book a room from the hotel. Unfortunately, the way of reservation transaction is not always smooth. Sometime problems happened; one of the examples is overbooking.

Overbooking means, to accept reservations in excess of the number that can be accommodated. For instance, when the guests reserve a room there are no rooms available at the moment.

Based on the information which found by the seniors in several hotels in Bali, there were some cases which encountered by the FO Staff, especially Reservation Clerk. The case which most happened was overbooking. Based on the reason above, the writer interest to identify the definition of ’overbooking’. Furthermore, the writer is also interests to identify the process of handling ‘overbooking’.

B. Purpose

The purpose of this report is to identify the definition of overbooking and also to explore the process of handling overbooking. This report will not consider the check in and checkout process.

C. Problem

Based on the explanation above, the problems of this report can be formulated in the following way:

1. The definition of overbooking.

2. The process of handling overbooking.

CHAPTER II

DISCUSSION

A. Definition

Overbooking is a term used to describe the sale of access to a service which exceeds the capacity of the service. The most effective way to handle overbooking is offer the guests some alternative solutions.

B. The Process How to Handle Overbooking

The alternative solutions which should offer are:

1. Change the Date of Guests’ Arrival

When guests call to make a reservation but there is no room available, the FO staffs isn’t advised to refuse the reservation. They are expected to give them some alternatives. For example you should offer them another day which not full booked whether it is before or after the date which they asked for.

Conversation:

Reservation Clerk : Good morning. Matahari Beach Resort and Spa, Ayu’s speaking, may I help you?

Guest : Yes, please. I’d like to reserve a single room.

Reservation Clerk : May I know who am I speaking with?

Guest : I’m Cole. Cole Brandon.

Reservation Clerk : Ok, Mr. Brandon, for what date it is?

Guest : It is from June 15^th till June 20^th.

Reservation Clerk : Could you hold on, please? I’ll check it to the system.

Guest : Ok.

Reservation Clerk : I’m so sorry Mr. Brandon, I’m afraid that it is not possible. We are fully booked on that date. Would you like to change the date, sir? We are free from June 23^rd till July 1^st.

Guest : That’s would be fine. Okay, I’d like to stay in your hotel from June 25^th till June 30^th, please.

Reservation : Ok. So that’s a single room for Mr. Cole Brandon from June 25^th till June 30^th. Is that correct?

Guest : Yes, exactly. Thank you very much.

Reservation Clerk : You are welcome. Thank you for calling us.

2. Take The Guests to Hotel Chain

If the guest reject the first alternative solution (change the date of arrival), the staff, especially reservation clerk is expected to assure the guest to stay in their hotel chain. Obviously in the same type of room which is requested by the guest and also with the same facilities. It is in order to avoid the financial loss.

Conversation:

Reservation Clerk : Good morning. Matahari Beach Resort and Spa, Ayu’s speaking, may I help you?

Guest : Yes, please. I’d like to reserve a single room.

Reservation Clerk : May I know who am I speaking with?

Guest : I’m Cole. Cole Brandon.

Reservation Clerk : Ok, Mr. Brandon, for what date it is?

Guest : It is from June 15^th till June 20^th.

Reservation Clerk : Could you hold on, please? I’ll check it to the system.

Guest : Ok.

Reservation Clerk : I’m so sorry Mr. Brandon, I’m afraid that it is not possible. We are fully booked on that date. Would you like to change the date, sir? We are free from June 23^rd till July 1^st.

Guest : No. That’s the perfect time for me to spend my holiday.

Reservation Clerk : Ok, sir. If you don’t mind, would you like to stay in our hotel chain? The location is in Kuta and the facilities are the same with us. Would you like to take it?

Guest : Ok, that’s would be fine.

Reservation : Ok. So that’s a single room for Mr. Cole Brandon from June 25^th till June 30^th. Is that correct?

Guest : Yes, exactly. Thank you very much.

Reservation Clerk : You are welcome. Thank you for calling us.

Furthermore, if the guests reject all the alternatives which were offered, the reservation clerk should apologize to the guest and say thank you for calling to the hotel.

Chart:

CHAPTER III

CONCLUSION

Conclusion

When the guests call to make a reservation but there is no room available, the FO staffs is not advised to refuse the reservation. They are expected to give them some alternatives. Those alternatives are the staff should offer the guests to change the date of arrival and offer the guests to stay in their hotel chain.

REFERENCES

http://www.answers.com/topic/hotel

http://www.businessdictionary.com/definition/overbooking.html

Hornby, A.S. 1996. Oxford Advanced Learner’s dictionary of Current English New

Raka Ardana, I Made. I Ketut Surata. 1999. English for Professional Front Office Staff.

conversation script

DEALING WITH RESERVATION

Reservation Clerk : Good afternoon, Ayodya Resort and Spa, Wiwin’s speaking may I help you?

Guest : Yes, I’d like to reserve a single room, please.

Reservation Clerk : Certainly, sir.

Guest : How much is it, please?

Reservation Clerk : Single room occupancy ranges from US$ 125 to US$ 185.

Guest : Oh good. I’ll take it.

Reservation Clerk : Ok, sir. May I have your name, please?

Guest : Charles Burton.

Reservation Clerk : Could you spell your name, please?

Guest : C-H-A-R-L-E-S new word B-U-R-T-O-N.

Reservation Clerk : Thank you Mr. Burton. When will you be arriving?

Guest : 23^rd of June.

Reservation Clerk : For how many nights, Mr. Burton?

Guest : Until the 27^th of June.

Reservation Clerk : It’s fine. And do you have any special request?

Guest : Could I have a ocean view room?

Reservation Clerk : Certainly Mr. Burton. So that’s a single room with a ocean view for four nights from the 23^rd until 27^th of June. Is that correct?

Guest : Yes, exactly. Thank you.

Reservation Clerk : You are welcome. We are look forward to your visit in our hotel. Thank you for calling us.

WELCOMING GUEST

Receptionist : Good afternoon, sir. May I help you?

Guest : Yes, I’d like to check in.

Receptionist : Do you have a reservation?

Guest : Yes, I have a booking for four nights.

Receptionist : May I have your name, please?

Guest : Yes, my name’s Burton. Charles Burton.

Receptionist : I’m sorry. Could you spell that please, sir?

Guest : B-U-R-T-O-N.

Receptionist : Ok, B-U-R-T-O-N. Could you wait a moment, please? I’ll check it first. Oh yes, Mr. Burton. That was a single room with an ocean view for four nights, wasn’t it?

Guest : Yes that’s right.

Receptionist : Would you like to register, please? (The receptionist gives the guest a form)

Guest : Can I borrow a pen, please?

Receptionist : Certainly, sir. Here you are, sir. May I borrow your passport for a moment, please?

Guest : Of course. Here you are. (The receptionist checks the passport then returns it)

Receptionist : Thank you Mr. Burton. Our bellboy will escort you to your room. (The receptionist gives the key to the bellboy) Have a pleasant stay with us, Mr. Burton.

Guest : Thank you.

ESCORTING GUEST TO THE ROOM

Bellboy : Good afternoon, Mr. Burton.

Guest : Hi.

Bellboy : Would you like to come this way, please?

Bellboy : ………… This is your room, room number 123. Mr. Burton.

Guest : Oh very nice, thank you.

Bellboy : Your suitcases and bag are there on the rack and this is the light switch.

Guest : Ok.

Bellboy : Shall I open the curtain, Mr. Burton?

Guest : Yes, please.

Bellboy : Have a look over there Mr. Burton. That’s our private beach. We can enjoy a beautiful sunset in the afternoon from there.

Guest : Fantastic, I love sunset.

Bellboy : Sir, this is a list of our hotel services with the extension numbers, if you need any, please feel free to make a call.

Guest : Ok. How can I adjust the air conditioning?

Bellboy : Isn’t it cold enough here, sir?

Guest : No, it seems to be fine.

Bellboy : If you want to adjust the temperature, you can use the remote control over there on the table by the bedside.

Guest : Ok.

Bellboy : Is there anything else I can do for you, sir?

Guest : No, I think everything seems to be ok. Thank you.

Bellboy : You are welcome. Here is your key and have a nice stay, sir.

Guest : Ok. See you.

HANDLING TELEPHONE MESSAGE

T O : Good morning, Ayodya Resort and Spa, Ayu’s speaking, Could I help you?

Caller : Good morning. Could you put me through to Mr. Burton, please?

T O : Ok, may I know who am I speaking with?

Caller : I’m Robert. Robert Smith.

T O : Ok Mr. Smith, do you know what room number is he in, sir?

Caller : I think room number 123.

T O : Hold the line, please. I’ll try to connect you.

Caller : Thank you very much.

T O : Sorry to keep you waiting, sir. Unfortunately, there is no answer from him, I’m afraid that he is not in his room at the moment. Would you like to leave a message?

Caller : Yes. Could you tell him that I am now still at the airport, I’m afraid that I will be about 20 minutes late?

T O : certainly, miss. I’ll pass on your message to Mr. Burton as soon as possible. May I repeat it for you?

Caller : Yes, please.

T O : You leaved a message to Mr. Burton in room number 123. The message is you are still at the airport and you will be about 20 minutes late. Is that correct?

Caller : yes, exactly. Thank you.

T O : You are welcome. Thank you for calling us.

HANDLING COMPLAINTS

Receptionist : Good afternoon, may I help you, sir?

Guest : yes. My name is Burton. I’m stay in room number 123.

Receptionist : Ah, yes Mr. Burton. How can I help you?

Guest : My bathroom is an absolutely terrible condition. When I tried the shower, it was only running hot water.

Receptionist : I am sorry Mr. Burton. I’ll have it fixed immediately.

Guest : And that’s not all. The towel is dirty and there is no soap in it.

Receptionist : I apologize for this, Mr. Burton. Housekeeping staff should have checked your room. We will attend to it as soon as possible. Is there anything else?

Guest : Yes. I don’t want to wait. I want you to take me to another room.

Receptionist : I’m sorry. I’m afraid that it is beyond my authority. Could I take this matter to my supervisor?

Guest : Ok.

Receptionist : Mr. Burton, this is Mr. Putu my supervisor.

Supervisor : Good afternoon, Mr. Burton. I’ve heard about your complaint from the receptionist. I do really apologize for the inconvenience you’ve suffered. I’ll take you to another room immediately and I promise that it won’t happen to you again, Mr. Burton.

Guest : All right then.

Supervisor : Thank you for bringing this matter to our attention, Mr. Burton. Have a nice day.

HANDLING CHECK OUT

Guest : good morning. I’m leaving this afternoon. Could you prepare my bill, please?

FO Cashier: certainly, sir. We’ll have it ready in a view minutes, sir. May I know your room number please?

Guest : I’m in room number 123.

FO Cashier: Right. Thank you.

Guest : Can you tell me how much it is now?

FO Cashier: Certainly, I’ll get your account right away. (The FO Cashier prepares the bill) Here it is, sir. This is the amount up to this time.

Guest : I hope there will be no more items to add until this afternoon. What’s the day today?

FO Cashier: It is 27^th of June. You have been here for four days.

Guest : I ordered a lot of meals. I think this is the highest bill I have ever got.

FO Cashier: Will you pay with traveler check or credit card?

Guest : I think I have to use my credit card as I have spent all my traveler checks. Do you take Amex or Visa?

FO Cashier: We take any credit card.

Guest : Ok, here you are (the FO Cashier takes the credit card)

FO Cashier: Wait a moment, please.

Here is your credit card, sir. I hope you enjoyed your visit with us.

Guest : Absolutely. This is the most wonderful visit I have ever had. I can see that all the staffs here are very friendly.

STARING

Wiwin Findrayani as Reservation Clerk

Putra Wira Sanjaya as Guest

Komang Tri Adnyani as Receptionist

Putu Pramana Putra as Bellboy

Gusti Ayu Mas Srinadi as Telephone perator

Mahandi Udayana as Caller

Pelita Arditya as Supervisor

Nurul Laeliyah as FO Cashier