Pearson New International Edition International pcl tp indd 1

SECTION REVIEW AND DISCUSSION QUESTIONS
Section Objective:
Explain how a PMS maintains detailed reservations records
related to guests and their specific needs.
Section Summary:
A reservation screen for a typical PMS allows the FOM to
gather specific information about guests, including data that are necessary to
reserve the appropriate room type for required dates and to collect payment. Data
entered into the PMS are used to develop many reports that enhance management
decision making.
Discussion Questions:
1. This section mentions several special requests commonly made by guests. Can
you think of other requests that might be posed?
2. How should the front desk agent taking the reservation respond to a request
such as this: “I know the hotel’s check-in time is at 2:00 p.m., but my flight arrives
at 11:00 a.m. and I can be there by noon. May I please have my room early?”
3. Can you think of room features that a front desk agent might upsell to a guest at
the time a reservation is made?
4. How should the FOM determine exactly what information should be required
from guests at the time they make room reservations?