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
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.
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