MENCATAT RINCIAN RESERVASI
MENCATAT RINCIAN RESERVASI
( NOTE RESERVATION DETAIL )
► Pengenalan
daftar riwayat tamu dan Prosedur mencatat, mengkonfirmasi, mengarsip dan mencatat
data rincian
Recognition
of list history guest and Procedure of note, confirmation, archives and look
for data of detail.
- Tehnik penulisan
nama tamu
Ad for writing of guest name
Penulisan nama tamu
hendaknya ditulis dengan huruf cetak yang jelas dan dapat dibaca oleh
siapapun. Perlu diperhatikan tata cara
penulisan nama, terutama untuk nama tamu asing, ada nama akhir atau nama
keluarga atau nama tambahan, yang sering disebut dengan “surname” dan juga ada
nama depan baik berupa nama pemberian atau nama tengah, yang disebut “initial /
first name”.
Tata
cara penulisan nama tamu sangat penting diketahui dalam usaha memudahkan untuk
memeriksa atau mencari kembali bila diperlukan, sebab penyusunan di dalam rak
akan disusun berdasarkan abjad yang didahului dengan nama akhir / surname,
sesudah itu baru nama depan / initial, contoh
: Alisson Stanley, Sample Monica, Jones Jimm, Wilkins Nancy.. Suatu pengecualian yang perlu diperhatikan
apabila nama akhir didahului dengan kata-kata seperti : D, d, da, des, Di, du,
L, La, Le, M, Mac, Mc, O’, St, Van, Vander, Von, Vender dan lain-lain,
penulisannya tidak dapat dipisahkan dari surname atau ditulis sebagai nama pemberian
dan harus disertakan sebagai surname, contoh
: Vander Kuyl John, La Rue Mande, Mc Farland Anna, St. John Eva.
Writing
of guest name shall be written with letter print the clearness and can be read
by whoever. Require to be paid attention, procedures writing of name,
especially to the name of foreign guest, there is final name or family name or
additional name, which is often referred as " surname" as well as
there is next name in the form of name
or middle name, so-called " initial / name first". Procedures writing
of guest name is of importance known in effort of facility to check or
re-searching if needed, because compilation in rack will be compiled pursuant
to alphabet preceded by the name of surname, thereafter newly the name of front
/ initial, example : Alisson Stanley, Sample Monica, Jones Jimm, Wilkins
Nancy.. Exemption which need to be paid attention, if final name preceded with
words like : D, d, da, des, [In], du, L, La, Le, M, Mac, Mc, O', St, Van,
Vander, Von, Vender and others, writing of was inseparable the than surname or
written as giving name and have to be
figured in as surname, example [of] : Vander Kuyl John, La Rue Mande, Mc
Farland Anna, St. John Eva.
2.
Formulir
Reservasi
Reservation
Form
Saat
sebuah permintaan reservasi telah diterima, maka seluruh informasi secara detil
tentang calon tamu dicatat di dalam formulir pemesanan kamar. Data yang perlu ditanyakan meliputi :
a request of reservation have been
accepted, all information in detail concerning guest candidate noted in form
ordering of room. Data which need to be asked
is :
-
tanggal
kedatangan dan keberangkatan
arrival and departure date
-
jumlah dan jenis kamar
yang diinginkan
room types and number
-
jumlah
tamu yang menginap
amount of guests
-
nama
tamu yang menginap
name of guest
-
nama tamu yang memesan
kamar, no telepon, nama perusahaan, nama biro perjalanan (jika ada)
name of guest which reserve room,
telephone no, corporate name, name of journey bureau (travel agent)
-
metode
pembayaran
payment method
-
jam
kedatangan, transportasi yang digunakan
time arrival, used transportation
-
permintaan-permintaan
lain yang diminta tamu
other request
Contoh Formulir reservasi :
Example
of Reservation Form :
ROOM
RESERVATION Reservation : Amendmant : Cancellation
: Waiting list : Mr/Mrs/Ms : last name
------------------------------------first name :
------------------------------------------------------- Arrival date
--------------------------------
Flight detail ----------------------------------- ETA ------------------------------- Departure date
------------------------------------------------------------------------------------- Room type ---------------------------------------------------- No. of room
------------------------------------------------ Room rate
---------------------------------------------------- Rate code
-------------------------------------------------- Company name
----------------------------------------------------------------------------------------------------------------------------- Company addresss
-------------------------------------------------------------------------------------------------------------------------- Caller name
------------------------------------------------- Telp. Number
---------------------------------------------- Billing instruction ------------------------------------------------ Remarks
------------------------------------------------------------------------------------------------------------------------- Taken
by : Date : Confirmation
number : |
3.
Slip
Reservasi
Reservation
slip
Beberapa
hotel membuat slip pemesanan kamar dengan warna yang berbeda-beda, banyaknya warna yang digunakan tergantung
dari kebutuhan hotel itu sendiri. Fungsi
dibuat dengan warna yang berbeda agar dapat dengan mudah dibedakan jenis dan
sumber pemesanan kamar, misalnya : warna
merah muda untuk jenis tamu penting (VIP), warna biru untuk tamu group (GIT),
putih untuk tamu perorangan (FIT).
Reservation
slip disimpan dalam reservation rack yang disusun berdasarkan tanggal
kedatangan, abjad dan jenis tamu, sehingga dengan mudah bisa diperoleh data
tamu yang akan tiba, jumlah tamu penting, jumlah tamu group dan perorangan.
Some hotels make reservation slip with
colour which different each other, to the number of colours used, depended from requirement of hotel. Function
made with different colour is easily
differentiated source and type of reservation, for example : pink for the type
of important guest ( VIP), blue for the guest of group ( GIT), white for
individual guest ( FIT). Reservation Slip kept in compiled rack reservation
pursuant to date of arrival, guest type and alphabet, so that easily can be
obtained guest data to arrive, amount of
important guests, guests amount of group and individual guest.
Contoh Slip Reservasi :
Example
of Reservation Slip :
RESERVATION
SLIP |
|||||||||||
Arrival
date |
N a m
e |
Departure
date |
|||||||||
S |
T |
D |
TRP |
SU |
EB |
Rate |
Arrival
time |
||||
|
|
|
|
|
|
|
|
||||
Rsv. Made by : |
|||||||||||
Address : |
|||||||||||
Phone |
Contact
person |
Clerk |
Date |
||||||||
Remarks : |
|||||||||||
4.
Reservation
Confirmation Letter
Merupakan
konfirmasi terhadap pemesanan kamar tamu yang bisa dilakukan dengan cara
mengirim
Is
confirmation to ordering of living room which can be done by sending letter,
fax, or phone. Form of Reservation confirmation there are some kinds of :
a.
Berbentuk formulir
yang dikirimkan kepada
calon tamu sebagai informasi untuk melengkapi Registration form. Pada
saat tamu check-in, form ini
dibawa kembali dan diberikan
kepada reception.
form of sent to guest candidate as
information to equip Registration form. At the guest is check in, this form is
re-brought and passed to reception
b.
Berbentuk surat personal
dengan kalimat yang sudah standar,
Surat konfirmasi harus dikirim secepatnya, sebaiknya pada hari yang sama
dengan reservasi.
form of letter of personal with
sentence which have standard, Confirmation letter have to be sent as soon as
him, better on which equal with reservation day. Confirmation letter include :
-
Nama dan alamat tamu
Guest name and address
-
Tanggal
kedatangan dan keberangkatan
Arrival and departure date
-
Jenis
dan harga kamar
Type of room and room rate
-
Jumlah
tamu
Amount of guests
-
Permintaan
khusus tamu
Special request of guest
-
Metode
pembayaran
Payment method
-
Nomor
konfirmasi
Confirmation number
Contoh
Example
of Confirmation Reservation Letter :
|
ADENIUM
HOTEL To
: Att. : Fax number : Telephone number : Date : From : No. of page (s) : CONFIRMATION
OF RESERVATION We have the pleasure to confirm your
reservation as follow : NAME OF GUEST :
------------------------------------------------------------------------ DATE OF ARRIVAL : ------------------------------------------------------------------------ DATE OF DEPARTURE :
------------------------------------------------------------------------ NO. OF ROOM :
------------------------------------------------------------------------ NO. OF PERSON :
------------------------------------------------------------------------ ROOM RATE :
------------------------------------------------------------------------ METHODE OF PAYMENT :
------------------------------------------------------------------------- REMARKS :
------------------------------------------------------------------------- Confirmation number :
------------------------------------------------------------------------- All rates are subject to 21 % for
service charge and tax Rates are quoted in USD but will be
converted to and charge in rupiah on a daily basis, at any charge rate
determined by the hotel in line with market fluctuations. Kindy note that check in time is
after 12.00 and chek out time 12.00 on the day departure. We look forward to welcoming your
guest and enssure of our best care and attention. Reservation confirmed by Date
: ( ----------------------------- ) |
|
MEMPERBAHARUI RESERVASI
( RESERVATION RENEWING )
►
Prosedur
mencatat pembayaran, pembatalan dan penggantian reservasi.
Note payment, cancellation and
replacement (change) procedure
1.
Pembayaran
reservasi
Payment
of reservasi
Untuk
jenis Guarantee Reservation, pemesanan kamar harus disertai jaminan pembayaran,
biasanya pembayaran ditentukan sebesar satu kali harga kamar yang dipesan. Adapun jenis-jenis jaminan pembayarannya
antara lain :
For
the type of Guarantee Reservation, ordering of room have to accompany with
payment guarantee, usually payment determined equal to once ordered room price.
The
payment guarantee types are :
-
Pre
payment : pembayaran dilakukan secara
penuh sebelum kedatangan tamu ke hotel
Pre payment : payment is fully before
guest arrival to hotel
-
Credit
card : jaminan pembayaran dengan
menggunakan kartu kredit
Credit card : payment guarantee by
using credit card
-
Advance
deposit : deposit / pembayaran yang
diberikan minimal satu malam harga kamar
Advance deposit : deposit / payment
given minimize one room price for night
-
Travel agent : jaminan yang diberikan oleh pihak biro
perjalanan
Travel agent : guarantee given by
journey bureau (Travel Agent)
-
Corporate (contractual
agreement) : bentuk kerja sama hotel
dengan perusahaan tertentu, dimana perusahaan menyetujui pembayaran sejumlah
kamar kepada pihak hotel, baik digunakan ataupun tidak.
Corporate ( Contractual agreement ) :
contractual agreement of hotel with selected company, where company agree
payment a number of rooms to hotel, used good and or not.
1.
Pembatalan
Reservasi
Cancellation
of Reservation
Pembatalan
terhadap pemesanan kamar yang telah dilakukan, biasanya dibuktikan dengan
pemberian nomer pembatalan reservasi kepada tamu. Beberapa hotel menetapkan peraturan bahwa
bila terjadi pembatalan, maka advance payment for reservation akan dipotong 50
%, bila pembatalan diberitahukan setelah
jam 18.00 pada tanggal kedatangan, maka seluruh advance reservation deposit
yang telah dibayar akan diambil oleh pihak hotel.
Cancellation
to ordering of room, usually proved
with giving of cancellation number of
reservation to guest. Some hotels specify regulation, if happened
cancellation, advance of payment
reservation for will be cut 50 %, if cancellation advised after 6 pm on arrival, all advance of
reservation deposit which have been paid will be taken by hotel.
Prosedur yang harus dilakukan petugas reservasi pada saat menangani
pembatalan :
Procedure
which must be done officer of
reservation to handling cancellation :
a.
Mengambil
data pemesanan kamar yang telah dilakukan
Taking data ordering of room which
have been done
b.
Mengisi
formulir pembatalan (Cancellation form) dengan lengkap, antara lain nama tamu
yang dibatalkan, tanggal kedatangan, nama dan alamat/telpon yang membatalkn
pemesanan, serta tanggal/waktu pembatalan
Form cancellation filling (
Cancellation Form ) compactly, for example canceled on guest name, date of
arrival, name and address / phone number of who is canceling, and also the date
of / cancellation time
c. Mencoret slip pemesanan kamar kemudian diclip bersama Cancellation form,
kedua form ditandai dengan kode XXX dan
disimpan dalam reservation rack, ditempatkan paling bawah.
Scoring out slip ordering of room then
clip with Cancellation form, both of form marked with code of XXX
and kept in rack reservation, most under placed
d. Menghapus data pada table pemesanan kamar
Vanishing data on table ordering of
room (conventional chart)
e.
Menyimpan
kembali dalam arsip
To kept return in archives.
2.
Perubahan
pemesanan kamar
Amendment
of reservation
Perubahan atau penggantian
reservasi dapat berupa :
Amendment of
reservation or replacement (change) can
in the form of
-
Perubahan tanggal
kedatangan dan keberangkatan
Change of arrival or departure
date
-
Perubahan
jenis kamar
Change of room type
-
Penambahan atau
pengurangan jumlah tamu dan jumlah kamar
Addition or reduction of guests amount
and room amount
-
Perubahan
harga
Price change
Jika
terjadi perubahan pemesanan kamar, maka prosedur yang harus dilakukan oleh
petugas reservasi adalah sebagai berikut
:
If
happened change of ordering of room,
procedure which must be done by officer of reservation is as following
a.
Mengambil
data pemesanan yang telah dilakukan
Taking ordering data which have been
done
b.
Mengisi
perubahan pada formulir change of reservation
Change filling at form of reservation
change
c. Membuat perubahan pada table pemesanan kamar
Making change on table ordering of
room (conventional chart)
d. Membuat perubahan pada slip pemesanan kamar
Making change at slip ordering of room
(reservation slip)
e. Menyimpan pada arsip sesuai dengan perubahan pada tanggal tiba yang baru
Keeping at archives as according to
change on new arriving date
Contoh Formulir Pembatalan /
Perubahan Reservasi :
Example
of Cancellation / Amendment Form :
ROOM RESERVATION CANCELLATION / CHANGE Acct.
------------------------------------------- cancellation :
------------ change : ----------- Old Arr.
Date :
---------------------------------------------- Departure date : ------------------------------------------- New Arr.
Date :
--------------------------------------------- Departure date :
------------------------------------------- Rooms
before :
--------------------------------------------- N o w : ------------------------------------------ Type of
room :
--------------------------------------------- To :
------------------------------------------ Rate
from :
--------------------------------------------- To :
------------------------------------------ Guest
name : Mr / Mrs/ Ms
-------------------------------------------------------------------------------------------------- Change /
cancel by :
----------------------------------------
Phone :
------------------------------------------- Company
name : --------------------------------------------- Phone :
------------------------------------------- Billing
instrc. :
-------------------------------------------------------------------------------------------------------------------- Remarks :
-------------------------------------------------------------------------------------------------------------------- Taken
by : ---------------------------------------------- Date :
------------------------------------------- |
Contoh surat kerja sama antara hotel dan perusahaan :
(Example of Contractual Agreement)
|
GUARANTEE LETTER To : Attention : Date : Fax.
Number : From : Company : Subject : GUARANTEE LETTER FOR RESERVATION Kindly
reserve room as the follow details : Guest name --------------------------------------------------------------------:--------------- Check in
------------------------------------------------------------------------------------ Check out ------------------------------------------------------------------------------------ Total room
------------------------------------------------------------------------------------ Total guest ----------------------------------------------------------------------------------- Room rate
----------------------------------------------------------------------------------- Company account
on ----------------------------------------------------------------------------------- To be paid by
----------------------------------------------------------------------------------- Thank you
for your attention and cooperation Your
sincerely, ------------------- Note : kindly sign and return this
fax to Adenium hotel |
MEMBERI SARAN ORANG LAIN TENTANG RINCIAN RESERVASI
( SUGGEST TO OTHER PEOPLE ABOUT RESERVATION DETAIL )
► Bentuk kerjasama reservasi dengan
seksi/departemen lain berkaitan dengan rencana
kedatangan tamu
Cooperation of reservation with other section/ departmental relate to
guest arrival planning
FO Department yang fungsi utamanya
menjual kamar, tidak bisa mencapai hasil secara maksimal tanpa dukungan
departemen terkait lainnya, seperti : HK Dept, FB Dept, Engineering Dept,
Security Dept, dll. Karena disamping
menjual kamar, FO juga berfungsi sebagai coordinator pelayanan tamu di hotel
dan menyiapkan informasi terutama tentang status kamar dan perihal tamu dengan
berbagai kegiatannya. Informasi ini
sangat membantu departemen terkait lainnya dalam menyusun rencana kerja, mengadakan
persiapan dalam pengoperasian departemen masing-masing.
The core important function of FO
Department is selling room, do not deflect to reach result maximally without
other relevant departmental support, like : HK Dept, FB Dept, Engineering Dept,
Security Dept, etc. Because beside sell room, FO also function as coordinator
service of guest in hotel and prepare information especially concerning room
status and subject of guest by various activity of him. This information very
assist other relevant department in compiling job plan, performing a
preparation in operation of each department.
Untuk kelancaran tugas sehari-hari, FO
perlu berhubungan dan menjalin kerja sama dengan departemen terkait lainnya
dengan mengirim berbagai informasi seperti
:
For the fluency of everyday duty, FO
require to correlate and braid job equal with other relevant department sent
various information like :
1.
Perkiraan
hunian kamar
Room
occupancy forecast
2.
Daftar tamu yang
diharapkan dating
Expected
Arrival list
3.
Daftar
tamu-tamu penting
Very
Important Person (VIP) list
4.
Informasi
tamu rombongan
Group
of guest Information
5.
Tamu
pindah kamar
Room
Change sheet
6.
Daftar
tamu tinggal di hotel
Guest in the house list
7.
Laporan
rinci penjualan kamar
Room
Count sheet
8.
Laporan
rekapitulasi penjualan kamar
Room
sales recapitulation report
9.
Rekening tamu perorangan
dan rombongan
Guest
bill
10. Kelengkapan tamu VIP
VIP
Item requestion
11. Laporan perbedaan
status kamar
Room
discrepancy report
A. Hubungan dan kerjasama antara FO
Dept. dengan HK Dept.
Relation and cooperation between FO
Dept. with HK Dept
FO dept. menginformasikan ke HK Dept. dengan mengirim laporan antara
lain :
FO Dept. informing to HK Dept. sent
report about :
-
Tingkat
hunian kamar
Room occupancy
-
Daftar
tamu akan tiba dan berangkat (check-in dan check-out)
Check in and check
out of guest
-
Tamu
tiba dan berangkat
Guest arrive and
leave
-
Tamu
VIP
Guest of VIP
-
Tamu
pindah kamar
Guest move room
-
Tamu
tinggal di hotel
Guest live in hotel
-
Informasi
tamu rombongan
Guest of group information
-
Kelengkapan
tamu VIP
Equipment of VIP
guest
Selanjutnya HK Dept. mengirim
informasi ke FO Dept :
HK Dept. sending information to FO
Dept
-
Laporan
status kamar
Report of Room Status
-
Penyiapan
kelengkapan kamar khusus
Preparation of
equipment of special room
-
Rencana
perbaikkan kamar
Plan of Repairing
room
-
Laporan Tata Graha (HK
Report)
House Keeping Report
B. Hubungan dan Kerjasama antara FO
Dept. dengan FB Dept.
Relation
and Cooperation between FO Dept. with FB Dept
FO Dept. menginformasikan ke FB
Dept. dengan mengirim laporan antara lain
:
FO
Dept. informing to FB Dept. sent report about :
-
Tingkat
hunian kamar
Room occupancy
-
Daftar tamu akan tiba
dan berangkat
Check in and check out of guest
-
Tamu
tiba dan berangkat
Guest arrive and leave
-
Tamu
VIP
Guest of VIP
-
Tamu
pindah kamar
Guest move room
-
Tamu
tinggal di hotel
Guest live in hotel
-
Informasi
tamu rombongan
Guest of group information
-
Kelengkapan
tamu VIP
Equipment of VIP guest
Selanjutnya, FB Dept. menyiapkan dan
menginformasikan ke FO Dept. tentang :
FB
Dept. preparing and informing to FO Dept. concerning
-
Function
yang akan segera diselenggarakan di hotel (Function sheet)
Function to is immediately carried out
in hotel ( Function sheet )
-
Welcome
ink bagi tamu tiba
Welcome Ink for guest arrive
-
Kelengkapan
VIP
Equipment Of VIP
C. Hubungan dan Kerjasama antara FO
Dept. dengan Marketing Dept.
Relation
and Cooperation between FO Dept. with Marketing Dept
FO Dept. menginformasikan ke
Marketing Dept. dengan mengirim laporan sbb
:
FO
Dept. informing to Marketing Dept. sent report about
-
Tingkat
hunian kamar
Room occupancy
-
Informasi
tamu rombongan
Guest of group information
-
Daftar
tamu VIP
List of VIP
-
Tamu
tinggal di hotel
Guest live in hotel
Selanjutnya
bagian pemasaran menyampaikan ke FO dept. rencana pembahasan kontrak dengan
biro-biro perjalanan atau badan usaha lainnya.
Then part of
marketing submit to FO dept. plan solution of contract with journey bureaus
(Travel Agent) or other effort
D.
Hubungan dan Kerjasama antara FO Dept. dengan Engineering Dept.
Relation and Cooperation between FO
Dept. with Engineering Dept
FO Dept. menginformasikan ke Engineering Dept. dengan mengirim laporan
tentang :
FO Dept. informing to Engineering
Dept. sent report concerning
-
Tingkat
hunian kamar
Room occupancy
-
Tamu
tinggal di hotel
Guest live in hotel
-
Permintaan
perbaikkan
Request to repairing
Selanjutnya Engineering Dept. melaporkan ke FO Dept.
hasil pelaksanaan perbaikkan yang telah dilakukan.
Engineering Dept. reporting to FO
Dept. result of repair execution which
have been done.
E.
Hubungan dan Kerjasama antara FO Dept. dengan Accounting Dept.
Relation
and Cooperation between FO Dept. with Accounting Dept
FO
Dept. menginformasikan ke Accounting Dept. dengan mengirimkan laporan :
FO
Dept. informing to Accounting Dept. delivered report
-
Tingkat hunian kamar
Room occupancy
-
Daftar akan tiba dan
berangkat
Expected arrive and departure list
-
Tamu
pindah kamar
Guest move room
-
Daftar
tamu VIP
List of VIP guest
-
Rekening
tamu tiba
Account of Guest arrive
-
Laporan
rincian penjualan kamar
Report of detail of room sale
-
Laporan
penjualan kamar
Report sale of room
Selanjutnya
Accounting Dept. menyiapkan untuk FO Dept. antara lain :
Accounting
Dept. preparing for the FO OF Dept. :
-
Pemeriksaan
rincian penjualan kamar
Inspection of room sale detail
-
Department
Lost & Profit Report
Department Lost & Profit Report
-
Gaji dan insentif
karyawan FO
Salary and employees incentive of FO.
F. Hubungan dan Kerjasama antara FO
Dept. dengan HRD (Personalia)
Relation
and Cooperation between FO Dept. with HRD
FO Dept. menginformasikan ke HRD
dengan mengirim laporan :
FO
Dept. informing to HRD sent report
-
Tingkat
hunian kamar
Room
occupancy
-
Tamu
tinggal di hotel
Guest
live in hotel
-
Jadwal
karyawan FO
Schedule
of FO employees
-
Keperluan
tenaga FO Dept. (kalau ada)
Need of FO
Dept. employee ( if exist)
Selanjutnya, HRD akan melaksanakan
untuk FO Dept. pada saat diperlukan :
HRD
will conduct for FO Dept. when of needed
-
Menyusun
rencana pelatihan
Compiling
training plan
-
Penarikan
karyawan FO Dept.
Withdrawal
of FO Dept. employees
-
Mutasi dan tindakan /
sangsi bagi karyawan FO
Mutation
and action for FO employees
-
Orientasi karyawan baru
FO Dept.
Orientation
for new Employees of FO Dept
-
Pelatihan
karyawan FO
Training of FO employees
MENERIMA PERMINTAAN
RESERVASI
( RECEIVE RESERVATION
ASKING )
1. Pengertian Reservasi
Definition
of reservation
Pemesanan kamar (reservasi) hotel adalah serangkaian kegiatan yang
dilakukan oleh calon tamu untuk memesan sejumlah kamar dan fasilitas lain yang
diperlukan untuk masa yang akan datang.
Ordering of room in hotel
(reservation) is with refer to activity done by guest candidate to order a
number of rooms and other facility which
needed to a period of to come.
1.
Tugas dan Tanggung jawab Reservasi
Duties and responsibilities of reservation
Tugas dan
tanggung jawab petugas pemesanan kamar pada umumnya adalah mengerjakan hal-hal
sbb :
Duty and responsibility
officer of reservation is generally to do things
:
-
Mengerjakan sesuai prosedur pemesanan kamar
yang berlaku, mulai dari menerima, memproses dan memberikan konfirmasi kepada
pemesan, baik secara lisan maupun tertulis.
Doing procedure reservation
applying, start from accepting, processing and giving confirmation to candidate
guest, verbally and written
-
Mengerjakan semua
pekerjaan arsip pemesanan kamar
Doing all works of archives
reservation
-
Mempersiapkan daftar
tamu yang diharapkan datang
Preparing expected guest
arrival list
-
Menyiapkan laporan pemesanan kamar.
Preparing report of
reservation.
2.
Sumber-sumber Reservasi
Sources of Reservation
Sumber pemesanan kamar dapat berasal dari :
Appliance, media, common way
or method are usually done ordering of room,
that is :
a.
Pemesanan langsung
tamu melakukan pemesanan kamar langsung,
sendiri tanpa melalui biro perjalanan atau perusahaan
Direct reservation
Guest reserve
room by self without passing journey bureau or company
b.
Biro Perjalanan
Pemesanan kamar yang berasal dari biro perjalanan, yang
disertai dengan pengiriman voucher
kepada pihak hotel
Bureau Journey (Travel
Agent)
Pemesanan
of room coming from journey bureau or travel agent, accompanied with delivery
of voucher to hotel
c.
Perusahaan
Pemesanan kamar yang berasal dari
perusahaan, baik pemerintah maupun swasta
Company
Reservation
of room coming from company, private
sector or government
d.
Kantor
pemesanan pusat
Pemesanan
kamar yang berasal dari perusahaan yag bergerak dalam bidang pemesanan kamar,
contoh : Uteli Internasional, Golden
Tulip, Holidex.
Central Booking Office
Reservation
of room coming from company which arrange
ordering of room, example :
International Uteli, Golden Tulip, Holidex
e.
Hotel chain
Pemesanan kamar yang berasala dari hotel yang masih dalam
satu jaringan
Hotel of Chain
Ordering
of room coming from hotel which still in
one network.
2.
Media Reservasi
Media of reservation
Alat,
media, metode atau cara yang biasa dilakukan dalam melakukan pemesanan kamar,
yaitu :
Appliance, media, common way
or method are usually done ordering of room,
that is :
a.
perseorangan
pihak pemesan kamar datang langsung ke hotel untuk
melakukan pemesanan kamar
Personal
customer of room come direct
to hotel to order of room
b.
Telepon
Pemesanan kamar dilakukan melalui telepon, cara ini
paling banyak dilakukan oleh calon tamu,
karena sangat mudah dan murah. Beberapa
hotel bahkan memberikan nomor telepon yang tidak dikenakan biaya untuk
pemesanan kamar.
Telephone
Ordering of room by
telephone, this way most be done by guest candidates, because very cheap and
easy. Some hotels have given un-imposed telephone number to ordering of room
c.
Facsimili
Pemesanan
kamar dilakukan dengan cara mengirimkan facsimili kepada pihak hotel
Facsimili
Ordering of room
by delivering facsimili to hotel
d.
Pemesanan
kamar dilakukan dengan mengirimkan
Letter
Ordering of room with sent
letter to hotel, this method have seldom be done because needing long time
e.
E-mail
Pemesanan
kamar dilakukan dengan mengirim E-mail ke website hotel
E-Mail
Ordering of room
with sent E-Mail to hotel website
f.
Computer terminal
Pemesanan
kamar dilakukan dengan menggunakan computer terminal, dimana hotel yang masih
satu jaringan dapat melihat kamar-kamar yang masih tersedia.
Terminal Computer
Ordering of room by using
terminal computer, where hotel which still one network can look available rooms
3.
Penanganan
reservasi
Reservation handling
5.1 Pengumpulan
data reservasi
Data collecting of
reservation
Kegiatan
atau proses mengumpulkan informasi atau data-data calon tamu dan orang yang
membuat pemesanan kamar. Informasi yang
diperlukan oleh pihak hotel, antara lain
:
Activity or collect information process or datas of guest
candidate and people making reservation.
Information needed by hotel that is
:
-
nama tamu yang menginap name of guest -
alamat dan nomer telepon address and telephone
number -
nama perusahaan atau
biro perjalanan corporate name or journey
bureau (travel agent) -
tanggal kedatangan arrival date -
tanggal keberangkatan date of departure -
jenis dan jumlah
kamar yang diminta room type and number of rooms |
-
harga kamar room rate -
jumlah orang yang
akan menginap number of persons -
cara pembayaran way of payment -
transportasi yang
digunakan dan jam kedatangan used transportation and
arrival time -
permintaan khusus special request -
nama pemesan/ orang yang dihubungi untuk
tindak lanjut name of caller/ people
contacted for follow-up. |
|
|
5.2
Memeriksa kamar yang tersedia
Determining Room
Availability
Sebelum
menerima suatu pemesanan kamar, adalah hal yang sangat penting bagi seorang
petugas pemesanan kamar untuk memeriksa keadaan kamar yang tersedia pada table
kontrol reservasi. Adapun bentuknya
bermacam-macam, antara lain :
Before accept a reservation,
very matter is necessary for a reservation officer to check available room at table of
reservation control. As for its for all kinds of,
a.
Tabel keadaan kamar / Forecast board
Tabel keadaan kamar untuk masa yang akan datang bentuknya
menyerupai kalender. Papan data keadaan
kamar di masa mendatang ini biasanya ditampilkan dalam periode untuk 4 bulan ke
depan dan tanggal-tanggal yang tertera adalah mewakili informasi tentang status
kamar.
Tables of rooms
situation to next period, its for looking like calendar. Data board of
rooms situation is usually presented in period to 4 months forwards and date of
which as described to represent information concerning room status.
ROOMS FORECAST BOARD |
|||||||||||||||||
|
JANUARY |
|
FEBRUARY |
|
|||||||||||||
|
S |
M |
T |
W |
T |
F |
S |
|
S |
M |
T |
W |
T |
F |
S |
|
|
|
|
|
1 |
2 |
3 |
4 |
5 |
|
|
|
|
|
|
1 |
2 |
|
|
|
6 |
7 |
8 |
9 |
10 |
11 |
12 |
|
3 |
4 |
5 |
6 |
7 |
8 |
9 |
|
|
|
13 |
14 |
15 |
16 |
17 |
18 |
19 |
|
10 |
11 |
12 |
13 |
14 |
15 |
16 |
|
|
|
20 |
21 |
22 |
23 |
24 |
25 |
26 |
|
17 |
18 |
19 |
20 |
21 |
22 |
23 |
|
|
|
27 |
28 |
29 |
30 |
31 |
|
|
|
24 |
25 |
26 |
27 |
28 |
|
|
|
|
|
|||||||||||||||||
|
|||||||||||||||||
KEY
: |
|
Fully booked |
|
All rooms available |
|||||||||||||
|
|
|
|
|
|||||||||||||
|
|
Approximately 90 % booked |
|
More than 50 % booked |
|||||||||||||
b.
Tabel pemesanan kamar/ Reservation chart
Tabel tersebut digunakan untuk menampilkan dan mendata
kamar yang tersedia. Tabel ini dibedakan
menjadi dua bentuk, yaitu : tabel kamar
konfensional dan tabel kamar density .
The Tables room used to
present and data of available room. This tables is differentiated to become two
form, that is : Conventional chart and Density chart.
·
Tabel kamar konfensional /Conventional chart
Biasanya
digunakan di hotel kecil, dimana jumlah kamarnya tidak terlalu banyak dan dapat
diketahui jumlah kamar yang terisi dan kamar yang sudah dipesan.
Prosedur
pengisiannya adalah sebagai beikut :
Is usually used by small
hotel, where the room amount is not too much and can know the amount of loaded
rooms and rooms which has been ordered. Procedure admission filling of it’s :
-
pengisian dan perubahan harus dilakukan
dengan pensil, perhatikan nomor kamar yang akan dialokasikan sebelum memberikan
konfirmasi
admission
filling and change must be done with pencil, attention room number to
allocation before giving confirmation
-
pemberian tanda alokasi dengan strip anak
panah mulai dari tanggal tiba sampai tanggal berangkat, dan di atas tanda strip
dituliskan nama tamu dengan pensil.
giving] of allocation sign
with dart strip start from arrival date until departure date, and above sign of
strip written down the name of guest with pencil
-
Dalam penulisan nama tamu, tidak perlu
ditulis jabatan atau nama pemberian, cukup dengan nama panggilan.
writing of guest name,
needn't be written gift name or
position, enough with nickname
-
Bila terdapat pemesanan pendek, hanya satu
atau dua hari sehingga tidak mungkin menulis nama, maka cukup diisi nomor folio
pada buku harian (F1, F2, F3, dst)
If there are short ordering,
only one or two-day so that not possible to write name, hence filled of
folio number at diary ( F1, F2, F3, etc)
-
Dilakukan
perbaikan bila terjadi perubahan dan dikeluarkan dari table bila terjadi
pembatalan
to repair if happened change
and released from table if happened cancellation
Keuntungan / Advantage ;
- nomor kamar bisa ditentukan sebelum tamu tiba
room number can be
determined before guest arrive
- lebih mudah melihat kamar yang masih bisa dijual
ad for seeing room which
still can be sold
Kerugian / Loss :
- kelebihan pemesanan kamar tidak bisa diperlihatkan
excess of reservation cannot
be showed
- memerlukan waktu lama dalam memasukan atau merubah data
needing many time in input
or change data
- sulit menentukan kamar
difficult to determine room.
CONVENTIONAL CHART |
|||||||||||||||||||||||||||||
no |
Room type |
1 |
2 |
3 |
4 |
5 |
6 |
7 |
8 |
9 |
10 |
11 |
12 |
13 |
14 |
15 |
16 |
17 |
18 |
19 |
20 |
21 |
22 |
23 |
24 |
25 |
26 |
27 |
28 |
101 |
Std .sgl |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
102 |
Std
sgl |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
103 |
Std twn |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
104 |
Std twn |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
105 |
Std twn |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
106 |
Std sgl |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
107 |
Std sgl |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
108 |
Std dbl |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
109 |
Std dbl |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
110 |
Std dbl |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
201 |
dlx twn |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
202 |
Dlx sgl |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
203 |
Dlx sgl |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
204 |
Dlx dbl |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
205 |
Dlx dbl |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
206 |
Dlx twn |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
207 |
Dlx twn |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
208 |
Dlx twn |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
301 |
Suite |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
302 |
Suite |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
303 |
Suite |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
304 |
Suite |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
305 |
Suite |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
·
Tabel kamar density / Density chart
Biasanya
digunakan di hotel menengah atau hotel besar.
Setiap pemesanan kamar yang diterima, diolah dan dimasukan ke dalam
table, seperti halnya pada table konfensional. Pada table density, nomor kamar
belum bisa ditentukan sebelum tamu tiba, tetapi statusnya sudah terjual, dan
kamar juga masih bisa dijual.
Is usually used by middle
hotel or big hotel. Each reservation is accepted, to be processed and input
into table, as conventional table. At Density
chart, room number not yet can be determined
before guest arrive, but the status of have been sold, and room also
still can be sold.
Cara
pengisian :
Way of admission filling
-
menggunakan tanda
strip / garis pada kolom yang sudah ditentukan ( / )
using sign of strip or line at column which have been determined ( /
)
-
pengisian dimulai dari
tanggal tiba dan satu hari sebelum tanggal berangkat
admission filling started
from arrival date and one day before departure date
-
pada table tidak perlu
diisi tanda panah atau menulis nama
The table needn't fill sign bow or write name
-
bila terjadi
pembatalan, menghapus tanda garis mulai yang paling akhir.
if happened cancellation,
vanishing line sign start from last sign.
DENSITY CHART |
||||||||||||||||||||||||||||
MONTH :
Pebruary
Year : 2008 |
||||||||||||||||||||||||||||
Twin |
1 |
2 |
3 |
4 |
5 |
6 |
7 |
8 |
9 |
10 |
11 |
12 |
13 |
14 |
15 |
16 |
17 |
18 |
19 |
20 |
21 |
22 |
23 |
24 |
25 |
26 |
27 |
28 |
15 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
14 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
13 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
12 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
11 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
10 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
09 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
08 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
07 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
06 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
05 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
04 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
03 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
02 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
01 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
doble |
1 |
2 |
3 |
4 |
5 |
6 |
7 |
8 |
9 |
10 |
11 |
12 |
13 |
14 |
15 |
16 |
17 |
18 |
19 |
20 |
21 |
22 |
23 |
24 |
25 |
26 |
27 |
28 |
10 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
09 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
08 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
07 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
06 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
05 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
04 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
03 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
02 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
01 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
5.3
Sistem komputer
Computerized system
program
reservasi yang mampu menyajikan laporan paling actual tentang status tingkat
hunian kamar dan memungkinkan untuk mengeluarkan secara cepat posisi mengenai
kamar yang kosong serta keperluan reservasi lainnya.
Dalam
system komputer, informasi ketersediaan kamar untuk reservasi akan ditampilkan
pada Visual Display Unit (VDU) pada computer terminal atau lembar cetakan
(printed).
program of reservation is
capable to present report most actual concerning status room of occupancy and
enable to release quickly position concerning empty room and also other need of
reservation. In computerized system, information of room availibility for
reservation will be presented at Visual Display Unit ( VDU) at terminal computer
or printing sheet ( printed).
DAFTAR PUSTAKA
(
LITERATURES )
- |
Djanuraga, Agung, I.G.K. “Kantor Depan” .
Depdikbud Dirjen Dikdasmen, Dikmenjur,
Bagian Proyek Pendidikan Kejuruan Non Tehnik II, Jakarta. 1996/1997 ”Menerima dan Memproses Reservasi”. Diklat
Front Office Dasar 1, Sawangan. 2008 |
|
|
|
|
- |
|
|
|
- |
Sambodo,
Agus, M.Pd. ”Menerima dan
Memproses Reservasi”. Cakrawala Bumi Indonesia. Jakarta. 2006 |
1.
Bagyono, Sambodo Agus. 2005.
”Dasar-dasar Kantor Depan Hotel”. Yogjakarta. ANDI
2.
Sugiarto Endar, Haryadi Ign.
1999 ”Manajemen Kantor Depan Hotel” ( Hotel Front Office Management ). Jakarta.
PT Gramedia Pustaka Utama
Komentar
Posting Komentar
Perhatian, kami sangat menghargai setiap komentar anda, namun untuk kebaikan bersama tetaplah menulis komentar yang baik.