호텔 예약 시스템

소개

그랜드 힐튼의 예약 시스템에 관한 리포트

목차

Ⅰ. 서 론
1. 예약시스템·········································································································1
1) 예약 업무·········································································································1
2) 예약부서의 업무································································································2
3) 예약의 경로······································································································3
4) 예약의 종류······································································································4
5) 예약시스템의 기능·····························································································4

Ⅱ. 본 론
1. Grand Hilton Seoul····························································································5
1) 호텔 개요·········································································································5
2) 호텔 시설·········································································································6
2. Grand Hilton Seoul Reservation System·····························································6
1) HRW(Hilton Reservation World-Wide)·······························································6
2) 예약 정책 및 처리·····························································································7
3) 유형별 예약시스템 체계·····················································································7
4) 사례조사··········································································································8
5) Study Case· ···································································································9

Ⅲ. 결 론
1. 시사점·············································································································10
1) 예약시스템의 의의···························································································10

<참고문헌>,<참고사이트>,<인터뷰 >·········································································11

본문내용

Ⅰ. 서 론

1. 예약시스템
1) 예약 업무
예약이란 고객과 호텔 사이에서 이루어지는 첫 번째 접촉이자, 객실을 이용하고자 하는 고객과 객실을 판매하고자 하는 호텔측의 유기적인 상호교류라고 정의 할 수 있다.
이것은, 호텔에서 고객의 주문에 의해 객실을 비롯한 제 상품을 판매하기 위한 계약행위이며, 고객은 숙박기간동안 이에 준하는 서비스 및 객실을 제공받는 보증의 행위이다.
예약의 목표는 호텔을 찾아오는 고객들의 인원을 효율적으로 조정하여 수입을 극대화시키고, 고객이 호텔 도착 후 객실에 대한 이용의 확실한 보장을 해주는 것이다. 호텔에서는 대개 자체적인 예약처리 시스템을 운영하고 있으며, 그것에 따라 객실을 배정하고 고객에 대한 개인의 기록표(guest history card)를 작성하는 일련의 과정을 거친다. 효과적인 예약업무 절차를 수행하기 위해서는 예약기법에 관한 여러 가지의 정보를 수집할 필요가 있으며, 이것은 호텔 객실 수익을 올리기 위한 경쟁력 강화차원에서도 바람직한 일이라 볼 수 있다. 호텔 고객의 80%이상이 사전에 예약을 하는 것으로 조사되었을만큼, 프론트 업무에 있어, 그리고 호텔 수익률 창출에 있어 예약업무는 중요 분수령이라 할 수 있겠다.
예약업무시 고려해야 할 사항은 고객의 투숙기간, 고객의 도착시간과 비행기편 확인(no-show방지), 고객의 성명(성, 이름), 고객이 요청하는 객실의 형태 파악, 객실요금의 적용시 할인요금인지 계약요금인지를 파악하고, 할인요금일 경우에는 할인율의 적용과 할인 사유, 보유 객실수 파악, 예약한 고객의 메시지 유무를 확인하고 정보입력, 객실의 우선 배정의 예약일 경우 배정된 객실번호 입력, 보증예약일 경우 신용카드 번호 입력, 커미션 예약일 경우에는 커미션 액수와 지불처 입력 등이 중요하다.

참고자료

· ☞ 호텔프런트&객실관리론, 한진수, 정종훈, 현학사, 2003
· ☞ 호텔객실 서비스실무론, 신현섭,전홍진, 학문사, 2000
· ☞ 호텔객실 실무관리론, 신강현,김왕삼 , 대왕사 , 2001
· ☞ 호텔경영정보시스템, 허정봉, 백산출판사. 1996
· < 참 고 사 이 트 >
· ☞ http://www.grandhiltonseoul.com/(그랜드힐튼 호텔 홈페이지)