Reporter

Lake Tamblingan

Procedure Handling Check in Guest in Large Hotel

Obervation In Nugraha Lovina Seaview Resort and Spa about Reservation Section

OBSERVATION IN NUGRAHA LOVINA SEAVIEW RESORT AND SPA ABOUT RESERVATION SECTION

 

CHAPTER I

INTRODUCTION

1.1        Background of the Study

The "Front Office Department" is the major department in a hotel which is situated at the front part of the hotel and the duty are to sale the rooms of the hotels after registration and hand over key to the guest.

The front office department of a hotel holds first important in view of the nature of a business in a hotel. Revenue collected from the selling of rooms contributes more than 50% of the hotel total sale. Thus, the function of the front office department is to allocate rooms to the guest and acts as a continuous source of information to the guest staying at the hotel. Other major function of this department includes settlement of guest account, providing guest service, preparation of guest history card, luggage handling, airport pick-up.

The front office department develops and maintains up to date record on guest information, guest service and ensure guest's satisfaction. The front office is also responsible for welcoming the guests, greeting the guest and handling the guest complaints. Hence, the staffs working in the department performs as an actor on the stage. The front office may be divided into more than one section, each of which carry out one or more duties. Basically front office department are divided into Reception, Information, Front Office Cashier, Reservation, Telephone operation and Bell desk sections upon the size, capacity and standard of the hotel establishment. But now, the most important section in Front Office Department is reservation section.

Reservation is one of section in Front Office Department to request process and other amenities desired by prospective guests for a certain period. The entire reservation request will be handled by the Reservation Clerk to taking into account the existence of the room reservation at the time. As a reservation clerk must know and have basic knowledge of reservation which present in this project.

1.2        Statement of the Problem

Based on the background that has been state before, the problem statement can be formulated as follows:

1.2.1        How about theory of reservation section in the hotel as a generally?

1.2.2        How to application the theories of reservation in Nugraha Lovina Sea view Resort and Spa?

1.2.3        Is there any comparison between theory of reservation as a generally with reality in Nugraha Lovina Sea View Resort and Spa?

1.3        Purpose of the Study

Based on the problems that has been stated, the purpose of this study can be formulated as follows:

1.3.1        To discuss the theory of reservation section in hotel as generally.

1.3.2        To knows an application the theory of reservation in Nugraha Lovina Sea View Resort and Spa

1.3.3        To investigate is there any comparison between theory of reservation as a generally with found in Nugraha Lovina Sea View Resort and Spa.

CHAPTER II

FINDING AND DISCUSSION

2.1  Discussion About Reservation Section In Hotel

2.1.1        Types and Classification of Hotel

Generally, there are eight main factors that very according about hotel, likes:

a.       Location

Based on location, there are many kinds of hotels, such as:

1.      Resort Hotel is a hotel which a situated in pleasant scenery likes hills, forests, beaches on an island or in some other exotic location away from crowded residential areas. In Resort hotel, guests normally stay longer that at most other types of hotels. It usually provides food and beverage, valet, room and recreational services.

2.      City Hotel is hotel which location in the heart of the city. These hotel are centrally located and a convenient distance from markets, railway, station and airports. And also, these hotel are patronized by business men and high income tourists.

3.      Suburban Hotel is located in the suburb of city, moderately priced and of mostly medium, large or small size.

4.      Airport Hotel is a hotel located not far from an airport. The typical markets of this hotel include business clients, airline passengers with cancelled flights, and airline personnel. They usually stay for one or two nights.

5.      Highway Hotel is hotel which location in beside of the road or free of obstruction. Guests with private vehicle, sales person bring the car, or normally, drivers like to stay in this hotel because the parking area is large and also prepares a breakfast in the room.

6.      Downtown Hotel is hotel which location out of the city.

b.      Size

There are three kinds of hotel based on size or number of room such as:

1.      Small Hotel

Small hotel is hotel which has rooms between 01 – 25 rooms

2.      Medium Hotel

Medium Hotel is hotel which has rooms between 25 – 99 rooms.

3.      Large Hotel

Large Hotel is hotel which has rooms more than 100 rooms.

4.      Major Hotel

Major Hotel is hotel which has more than 300 rooms.

c.       Length Of Stay

1.      Transient Hotel

Transient Hotel is hotel that have special made to guests that make a tour in short times.

2.      Residential Hotel

Residential Hotel is Hotel that all guest stay in the hotel in a long times.

3.      Semi Residential hotel

Semi Residential Hotel is hotel that the guest stayed in the hotel more than two days till a week.

d.      Length Of Hotel’s Open

1.      All Year Around

All Year Around is hotels that open all year. Hotel in Indonesian included in this kind of hotel. The Staff also work all year and with for day off as a procedure and work schedule in hotel.

2.      Seasonal Hotel

Seasonal Hotel is hotels which open as a situation. For example, open in summer and winter. This hotel just open three months a years. And the staff work as per contract.

e.       Grade

1.      * Hotel

There are 15 standard rooms with private bath rooms available in this hotel class. The standard room is 20 m² in size. One of these recreational facilities is available: swimming pool, fitness center, sauna or tennis court.

2.      ** Hotel

There should be at least 20 standard rooms including 1 suite with private bathrooms in a two-star hotel. The standard room size is 24 m² and the suite is 44 m². A tennis court, indoor sport facilities, fitness center, sauna, bowling, or squash court should be available.

3.      *** Hotel

These should have at least 30 standard rooms including 2 suites with private bathroom. The standard room size is the same as a two star hotel’s and the suite is 48 m². Two of these recreation facilities should be available: tennis court, indoor sport center, fitness center, sauna, bowling alley, or squash court

4.      **** Hotel

There number of standard room available is at least 50 rooms including 3 suite with private bathrooms. The size of the standard room and the suite is the same as a three star hotel. The recreational facilities available should be at least the same as or more than a three star hotel’s.

5.      ***** Hotel

At least 100 standard rooms including 4 suites with private bathroom are available. The standard room is 26 m² and the suite is 52 m² in size the hotel has at least two recreational facilities including a tennis court, an indoor sports center, a fitness, a sauna, a bowling alley, or squash court.

f.       Facilities and Level Of  Service

1.      World class service: These are also called luxury hotel, they target top business executives, entertainment celebrities, high- ranking political figures, and wealthy clientele as their primary markets. They provide upscale restaurants and lounges, concierge services and also private dining facilities. Guestrooms are oversized, heated and plush bath towels, large soaps bars, shampoo, shower caps and all amenities. Housekeeping services are given two times a day including turn-down service. Above all luxury hotels give personalized service to the guest and have a relatively high ration of staff members to guests.

2.      Mid-Range Service: Hotels offering mid-range service appeal to the largest segment of the travelling public. This kind of hotels does not provide elaborate service and have a adequate staffing. They also provide uniformed service, food and beverage room service, in room entertainment's and also Wi-Fi. Property may offer a special restaurant, coffee shop and lounge that cater to visitors as well as hotel guests. Types of guests who like to stay at these hotels are business people, individual travellers, and family. Rates are lower than luxury hotels as they provide fewer services, smaller rooms and a smaller range of facilities and recreational activities.

3.      Economy / Limited Service: These hotels provide clean, comfortable, safe , inexpensive rooms and meet the basic need of guests. Economy hotels appeal primarily to budget minded travellers who wants a room with minimum services and amenities required for comfortable stay, without unnecessary paying additional cost for costly services. The cliental of these hotels include families with children, travelling business people, backpackers , vacationers retirees etc. These type of hotels might not offer food and beverage facilities

g.      Component of Room Rate

1.      European Plan Hotel (EP)

European Plan Hotel is a kind of hotel which room rate not included food (Room Only).

2.      Continental Plan Hotel (CP)

Continental Plan Hotel is a kind of hotel which price of room included once breakfast.

3.      Modified American Plan Hotel (MAP)

Modified American Plan Hotel is a kind of hotel which price of room included breakfast and lunch or breakfast and dinner. The system of this room rate we call semi-pension.

4.      Full American Plan Hotel (FAP)

Full American Plan Hotel is a kind of hotel which price of room included three times gets a food (Breakfast, Lunch, and, Dinner). System of this room we call full pension.

h.      Ownership and Affiliation

1.      Independent Hotels: They do not have identifiable ownership or management affiliation with other properties. That means these property doesn't have any relationship to another hotel regarding policies, procedures, marketing or financial obligations. Example for the same would be family owned and operated hotel that is not following any corporate policies or procedures. The advantage of individual property is its autonomy. An independent hotel however does not get the advantage of board advertising exposure or management insight and consultancy of an affiliated property.

2.      Chain hotels: Kind of ownership usually imposes certain minimum standards, rules, policies and procedures to restrict affiliate activities. In general the more centralized the organization the stronger, the control over, the individual property. Some chain has strong control over the architecture, management and standards of affiliate properties. Others concentrate only on marketing, advertising and central purchasing.

2.1.2        Classification of Reservation

1.      New Reservation

Reservation is performed for the first time can be:

·         Individual

That is a reservation for a guest, two guests or family. Reservations can be made ​​by the guests themselves, by travel agent or company. Usually, imposed the price will be use the standard price (public rate) of the hotel if by personnel and use the contract rate based on travel agent agreement.

·         Group

Is room booking for large quantities exceeding 15 peoples made ​​by a travel agent or company. Usually, discounted price given or based on contract rate.

2.      Amended / change

The reservation that has been confirmed has amended like time to check in, length of stay, type of room or date of check in defend requested of the guests.

3.      Confirmed

The reservations have been confirmed and have a deposit, no credit cards, letter of guarantee or proof garage.

4.      Cancelled

It cancelled of reservation by the guest or travel agent due to have any problem or requested of the guests.

5.      Guaranteed Reservation

As the name suggests that the reservation has guaranteed before and the guest certain get a room at a time check-in. Which includes reservation with guarantee are

·         Prepayment

Prepayment is guaranteed reservation booking hotel rooms can be established because the guest of mode has requested to pay in full payment before the arrival. Usually, this situation occurs during peak season or the hotel was full booked.

·         Credit card

Hotels are using a credit card of the room reservation to ensure that guests have no trouble at the time of check-in. reservation officer will usually ask for a credit card of the guest by directly or just send a scan of credit card and will be deduct by reservation or Front office cashier or receptionist. This cancellation of guarantee will expire upon check-in (between the hours of 12:00 or 13:00 noon).

·         Advance Deposit

Advance deposit or advance payment made ​​by cash to make deposit one night of the stay. But sometimes, some hotel need more than one night deposit defends wised of the hotel.

·         Travel Agent

Travel agent is a reservation that is guaranteed by a travel agency. Usually, guest has been paid to travel agent and travel agents have agreement with the hotel. Guest just shows the travel agent voucher to receptionist or the guide show it.

·         Corporate

Corporate is a guarantee of the reservation by a company that has made ​​a contract agreement with the hotel. When the guest is no show, usually the hotels will indent the action no show charge for one night stay and will be subjected 21 % tax and service.

6.      Non-Guaranteed Reservation

Non-guaranteed reservation is a reservation that certainty in obtaining his room at the time of check-in based on procedure of the hotel. If till 06.00 pm, guest not yet to come the reservation will be given the status of the waiting list or cancel by the staff.

2.1.3        Medium of Reservation

These are some methods by which a guest makes the reservation of rooms in a hotel. The reservation may be come from the guests directly or through any other organization but the medium through which they reach the hotel are different. Following are the some of the Mediums of reservation:

·         Letter.

It is a written request for reservation, which may have been sent through post, courier or hand delivered. It is the most common method for advance booking. Reservation taken through letter, delivered through post or courier are time consuming. Now the efficiency id developed by using FAX or E-mail.

·         Telephone.

This is the faster way of getting confirmation and is handled directly by the reservation staff. During the telephone conversation with the guest, the reservation assistant takes down all the necessary details on the reservation forms.

·         FAX (Facsimile).

The most common method as cheaper than telephonic conversation and allows transmission in written form, better than telex; as it allows graphic form to be transmitted over telephones lines making it more authenticated and better.

·         E-Mail/Internet (Computer).

With the fast advancement of the internet in the world, today most of the hotels allow reservation online on internet through their website. Even reservations sent on E-mail are accepted.

·         Personal

To make a reservation, guest comes directly to the hotel.

2.1.4        Source of Reservation

Source of reservation is agency or individual was made a room reservation. Source of reservation will become as a permanently source when we as a reservationist can give a good service to the guest and source of reservation. And that will be make revenue of hotel are advance. There are some sources of reservation such as:

a.       Company

b.      Travel Agent

c.       Airline Agency

d.      Government

e.       Airport Representative

f.       Guest Of Hotel

g.      Car Rental Company

h.      Central Reservation System

There are many private service providers providing CRS services thus allowing direct reservation access to travel agents, clients or instant basis through their own networks. All hotels have their own CRS system.

i.        Individual

j.        Event Organizer

2.2  Results of Observation In Hotel Nugraha Lovina Sea view Resort and Spa

Nugraha Lovina Sea View Resort and Spa is one of all famous hotel in Lovina areas. The located in Jl. Raya Lovina, Lovina Beach, Singaraja 81152. If you want make a reservation just send your email to make a deal reservation to resv_nl@nugrha-hotel.com or nugraha-lovina@telkomnet.net or you can call directly by phone to (62 362) 41601. Nugraha Lovina is kind of hotel like “Melati 3” but the facilities same like “*** hotel” as generally.

2.2.1        Type of Room in Nugraha Lovina Sea View

In Nugraha Lovina Sea View Resort And Spa, there are 17 rooms with four view like Balcony Sea View, Suite Garden Sea View, Family Suite Room Sea View and Villa Elsa. Based on it, the management spilt the rooms like:

a.       Balcony Sea View: 5 Twin and 6 double rooms (4 x 6 meters)

b.      Suite Garden Sea View: 4 double rooms (4 x 6 meters)

c.       Family Suite Room Sea View: 1 unit with two bedroom inside (6 x 8 meters)

d.      Villa Elsa: 1 unit

All categories have a same facilities likes:

a.       Balcony facing to the beach, all with comfortable furniture

b.      Bed room with modern twin or double bed, air conditioning, mini bar, international TV Channel, hot water maker

c.       Bath room with bathtub or shower with hot running water, modern amenities.

d.      Daily in room benefits, aqua water, tea sachet, coffee sachet, fresh tea bottle, coke, ginger candies, sugar/ slimming sugar sachet.

We suggest you about the room public rates in Nugraha Lovina as follow:

a.       Balcony Sea View: 80 USD/room/night in Low Season and 100 USD/room/night in high/peak season.

b.      Suite Garden Sea View: 190 USD/room/night in Low Season and 215 USD/room/night in high/peak season.

c.       Family Suite Room Sea View *): 215 USD/room/night in Low Season and 240 USD/room/night in high/peak season.

d.      Villa Elsa Sea View: 190 USD/room/night in Low Season and 215 USD/room/night in high/peak season.

e.       Extra Bed: 25 USD/room/night in Low Season and 25 USD/room/night in high/peak season.

All prices will be subjected 21% government tax and services charge. All prince also included breakfast for 2 persons and *) for 4 persons

2.2.2        Medium of Reservation in Nugraha Lovina Sea View

In Nugraha Lovina Sea View Resort and Spa have some kind of medium to make reservation of rooms in this hotel. Following are the some of the Mediums of reservation in Nugraha Lovina Sea View Resort and Spa:

·         Telephone

Telephone is a normally mode in Nugraha Lovina Sea View Resort and Spa to make a reservation. If the guest want to make a reservation just call: (62 362) 41 601 for 24 hours and the staff will be assist all incoming call with good attitude and hospitalities.

·         FAX (Facsimile).

All guest also can make a reservation by fax to (62 362) 41 506. Guest can send the fax every day and every time due to all day have Front Office staff in change in hotel.

·         E-Mail/Internet (Computer).

Via Email is a fast and easy to make a reservation. If the guest make a reservation via  email with get directly confirmation letter by the staff and can ask every think that want to knows with low fee because that online service and cheaper than by phone. Guest can make a reservation in Nugraha Lovina Sea View Resort and Spa with send the email to resv_nl@nugrha-hotel.com or nugraha-lovina@ telkomnet.net

·         Website Online System

The new mode to make a reservation in this hotel is by Web system online. Guest can search the website of Nugraha Lovina Sea View Resort and Spa www.nugraha-hotel.com and than make reservation. In this website have a system like advisor to make a reservation and can see availability about room. Next procedure staff of hotel will be answer the reservation via email and send confirmation letter to the guest if the reservation as a deal.

·         Personal

Based on results of interview with Mrs. Merry Damayanti as a Supervisor in Front Office Department in there. She said “usually, guest came directly to the hotel or make a phone one day or two days before to make a reservation to stay. Guest comes from another hotel like stay in Ubud and continue their next destination in Nugraha Lovina.

2.2.3        Source of Reservation in Nugraha Lovina Sea View

In Nugraha Lovina Sea View Resort and Spa have some sources to get a reservation likes:

a.       Travel Agent

Nugraha Lovina Sea View Resort and Spa have made a corporation with many travel agents such as:

1.      Lotus Asia Tours

2.      Prima Agung Wisata

3.      Restu Dewata Bali

4.      Asia World Indonesia

5.      Manumadi Tour and Travel

6.      Go Vacation

7.      Facto Bali

Each travel agent have different contract rate with the hotel defend kind of guest of the travel agent. Example of contract rate will attach in the back pages of the project.  

b.      Guest Of Hotel

Guest of Hotel is means the regular guest that usually stay in Nugraha Lovina Sea View Resort and spa with a long time and any time. Usually, management of hotel will be given a priority to this guest in the same room.

c.       Central Reservation System

Nugraha Lovina Sea View Resort and Spa also have agreement with Central Reservation system and used the non-affiliate reservation network like Agoda, Booking.com, Expedia, Wotif. Com dan Asia rooms.

d.      Individual  

As a meaning of individual, in Nugraha Lovina, the guest book directly without medium of reservation. Guest can call directly to hotel, send email directly or come directly to the hotel (walk in Guest and or Go Show)

2.3  Comparison Between Theory with Finding in Nugraha Lovina Sea View Resort and Spa

Based on discuss above, there are some comparisons between theory with finding in Nugraha Lovina Sea View Reosrt and Spa like:

a.       Type of hotel based on Grade, Nugraha Lovina Sea View Resort and Spa is hotel which have grade in “Melati 3” but the facilities same with hotel in three star. Explain about facilities has been discuss above.

b.      Hotel Nugraha Lovina Sea View Resort and Spa is  a kind of small hotel because just have 17 rooms with four categories.

c.       Classification of reservation is not so difference with the theory. But for the cancelation of reservation will have a full charge during period of stay if suddenly, the guest made a cancelation one day before check in. Nugraha Lovina will give one night charge if guest make a cancelation a week before check in.

d.      In Nugraha Lovina just used five medium of reservation likes: telephone, fax, email, website online system and personal.

e.       In Nugraha Lovina just used four sources of reservation likes: Travel Agent, Guest Of Hotel, Central Reservation System and Individual.

f.       Nugraha Lovina still used a manual system for reservation chart by book.

CHAPTER III

CONCLUSION

3.1        Conclusion

As a discussion and finding from the observation in Nugraha Lovina Sea View Resort and Spa, we have some conclusion as follow:

a.       There are eight main factors  that vey according about type and classification of hotel likes: location, size, length of stay, length of hotel’s open, grade, facilities and level of service, component of room rate, Ownership and Affiliation.

b.      Nugraha Lovina is a kind of small hotel based on size of hotel in Melati 3 but the facilities same like *** hotel as normally.

c.       As a general, there are some comparisons between theory of reservation with finding in Nugraha Lovina Sea View Resort and Spa defend of classification of the hotel.

d.      To make a reservation, it is so easy because at this moment, there are some travel agents, Central Reservation System or guest can call directly to the hotel. But guest, must careful to choices which one medium that want to use because each travel agent and CRS have difference agreement with the hotel.

3.2        Suggestion

As a result of the observations in Nugraha Lovina, our as a writers have some suggestion about this project for all, as follow:

a.       To all our friend in tourism class, our suggest you all to be learn once again about reservation section due to between theory and application in the hotel, it is very different. So all of you must careful and accurate in this section.

b.      To lecture, we think this assignment doesn’t complete, if we as a student of tourism can’t doing directly likes give a training special in reservation section.

REFFERENCES

Anonim, setupmyhotel.com.classification-of-hotels-by-there-type.html, access on 02^rd March 2014

Leo Sutanto. 2001. English For Professional Accommodation Services. Jakarta: PT Gramedia Pustaka Utama

Sambodo, Agus dkk, 2005. Dasar-dasar Kantor Depan. Yogyakarta:ANDI Yogyakarta/ translated by writers.

Sudiara BA. MM, Drs Bagus Putu. 2005. Manajemen Perhotelan ( Dasar ). Dalung-Kuta. / translated by writers.

Putu Sumerta, S.Pd, Ni Luh. Pemesanan Kamar Hotel (Hotel Reservation) BFOC 01. Singaraja:Putu Sumerta. / translated by writers.