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
: ( ----------------------------- ) |
|
► 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 |
► 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
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).
.
- |
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.