Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Reservation, guaranteed:
Reservation in which the hotel agrees to hold the room until the guest arrives,
and the guest agrees to pay for the room even if he or she does not arrive (i.e., is a no-show).
MANAGING FORECAST DATA
FIGURE 15
Most common types of hotel reservations.
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Frequently a difference exists between no-show activity and cancellation activ-
ity among the three reservation types: for example, guests with nonguaranteed reser-
vations tend to be no-shows at a higher rate. Therefore, the best PMS reports allow
FOMs to review reservation summary data by (1) activity (e.g., older reserva-
tions generally are canceled at a higher rate than reservations made more recently);
(2) selected data field (e.g., guests staying for one or two days generally cancel at a
higher rate than guests staying for longer periods of time); and (3) type (nonguar-
anteed reservations tend to cancel at a higher rate than those that are guaranteed
or include an advance payment deposit).