Managing Bookings and Reservations
Sep 20, 2018
Managing your bookings and or reservations can be a tricky task. They are sourced from many channels, some of which are: phone, email, your web site, partner web sites, agents, online travel agencies (OTA's) and systems like TourismConnecter.com (which are making it easier to book a complete itinerary when visiting a region from any web site in that region). Here are some thoughts on managing bookings from the team who create the Netbookings reservation management system.
Taking the booking
When we look at how reservations for hotels and tours were taken a few years back prior to the internet, people would pick up the phone and call the reception desk or go to a travel agent. While these methods are still valid, most people tend to use the internet for their research and many would choose to book online. To make an online reservation only takes a few minutes, but what is going in the background. The systems involved need to check pricing and availability that match the criteria of the request. Once matched the guest needs to enter a credit card and those systems need to protect the personal and private information entered to make the transaction.
The online system must be given the 'go ahead' by the payment gateway that the funds have been assigned and then create the booking.
Phone or Email Bookings
In this case you need to create the booking in your system, then take the money. Your system would ideally also lock out any OTA's availability.
Your Web Site Bookings
When a booking is processed on your web site, the system needs to take the money, create the booking, send out a confirmation and possibly communicate with external systems that then lock out OTA's for those dates.
OTA bookings
When a booking is processed by an OTA, the system makes the booking and then informs your system that is has taken a booking and your system needs to send an acknowledgement back for it all to work seemlessly for the guest.
Managing the Booking
This can be a relatively simple process if the initial transaction was paid in full and no booking changes are required, the guest arrives, you provide your servives and the guest departs.
On the other hand it is most likely that the guest will either need some extra services or make changes to their booking in some manner which will mean your reservation management system will need to able support these changes.
Some example of booking changes are:
- Date/time change
- Quantity of guests changes
- Guests would like some extra services your provide
- The guest can not come due to unforseen circumstances
- The guest would like you to organise some other activities inthe local area with another provider while they are with you
All of the above a day to day operations for tourism/hospitality business. Staff training and system functionality and ease of use will make a difference to how the guests requirements are fulfilled and how your bottom line if affected.
Booking Date Changes
Staff need to be versed in how booking changes are made. This task should be quite easy and only take a few key stokes or mouse clicks. the system may re-calculate a new price and another payment may be required to a refund.
Quantity of Guests Changes
In what we define as a 'simple booking', meaning it only has one booking type of accommodation, tours, spa treatment, hire or bathing session, this again should only take a few mouse clicks.
In the case of a 'complex booking' wherby more than one type exists in the reservation it may more time to change the number of poeople.
Extra Services
Add-ons such as meals, retail items or even a massage is a great situation wherby your business is now engaged in providing extra services for greater income. Some systems are capable of this natively and some have integrations with other systems and sometimes you will need to get the pen paper out to make it work.
Refunds
Nearly every tourism business needs to have process in place to make this easy for staff and teh guest. BY having the terms and condtions readily available on your web site, staff and guests can always be on the same page. Some businesses always allow a full refund under any circumstance, some will charge and admin fee and some will only provide refunds if the room or seat is re-booked and not left empty. Your business will be subject to negative posts on social media if you do not have this worked out well. Once a booking is refunded and canclelled your system must inform external systems about the new availabllity.
Booking other Activities in Your Area
This is a sort after thing by many travellers. Maybe you will draw somebody a 'mud map' of how to find the local waling track to the beach, or they may want you to book them into the local restaurant, or go out on a fishing charter in the morning and have a massage in the afternoon.
A system that supports this is a dream for tourism operators, Netbookings and TourismConnecter.com have teamed up to provide this.
Following up
You should be trying to have automated follow up systems for mosts guests, maybe suggesting any improvements you can make or suggesting to make a post on your social media sites.
Feedback
Listen to feedback and act where you can and the people know what you have to address their feedback, they will appreciate it.
Moving on
We have touched on managing bookings, it can be simple or it can be quite comples depending the offerings of your business and what other offerings are available in your region.
Keep at the task at hand by providing a great service to your clients and they will reward you in kind at the dinner table with their friends every time.
