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Element 3: Process reservations‟ communications
Corporate reports/business reports
Where a large number of companies use the property and management regard them as
an important element to track, this report provides an overview of their activity with us
between nominated dates. Information provided will include company name, number of
nights, number of beds, number of stays, average length of stay, number of guests (adults
and children) and various revenue totals.
Marketing reports
These reports are growing in importance and their use appears to be expanding as
operators seek to gain more and more information about and understanding of their
guests with a view to using it to maximise reservations and profit. The marketing report is
a good example of how information from other areas, fields and screens can be
manipulated and combined into a useful and new display.
The marketing report will display an overview of guests or
companies that have stayed at the property in the designated
timeframe. It will set out their names, nights stayed, revenue
and coded groupings that relate to a specific demographic
characteristic such as age, gender, ethnicity, marital status,
children, mode of travel to get to the property, residential
distance from the property, postcode or country of origin.
This information can be used to target market the property to proven and established
guest profiles.
Forward reports/future projections
These reports look to the future on a rolling basis for various periods such as 1 month, 3
months, 6 months to analyse advanced bookings, deposits received, occupancy levels,
room availability, revenue, check-ins and check-outs on certain days, lengths of stay and
method of payment.
This report can help to identify when selling „stops‟ need to be considered, when extra
promotional activities need to be undertaken and what staffing, purchasing and
housekeeping activities may be required.
Mailing list
Using individual guest details this report prepares names and postal details of those who
have stayed with us including those who have paid a deposit but have yet to check-in.
The report may be able to be divided into individual guest types so as to prepare separate
reports for corporate clients and for families or „other‟ guests. These lists are commonly
use for follow-up promotions, for market research purposes, to mail out accounts and to
return lost property.
The mailing list is a valuable database for any property and should never be deleted
without express and specific instructions to do so.
Guest requests
This report provides an overview of all outstanding requests or notes that have been
made by guests regarding their stay. Examples of requests are „flowers in room‟,
„champagne on arrival‟, „cot in room please‟ or requests for tickets to a show or event.
This list helps to ensure that all requests are actioned and that guest‟s expectations are
met: there is nothing worse than for a guest to arrange something, either a necessity or a
surprise, only to arrive and find it hasn‟t been done.
© ASEAN 2013
Trainee Manual
Operate a computerised reservations system
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