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NIOS Silver Jubilee Year

Role of Reservations

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This OER enablses you to:

  • define the term “Reservation” in the hotel context
  • explain the importance of Reservations for the guest


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The term ‘reservation’ used in the context of a hotel, means the booking or reserving of a room (accommodation) by a guest. Reservations leads to reserving of a particular type of room for a particular guest for a given period of time. It also gives the guest the first impression of the hotel. Reservations involve activities which do not take place in front of the guests. The entire front office activities start the moment an enquiry or request regarding accommodation is made at the reservations.


Please read the list of activities given below

  1. Making Staff schedules
  2. Amending Reservations
  3. Generating Reports
  4. Making a sales forecast
  5. Making a Reservation
  6. Sales Reports
  7. Cancelling a Reservation
  8. Giving information to guests

1. From the list given above which combination of activities that the room reservations would carry out for guests
These are not correct combinations

Score =

Functions of Reservation Desk

Making a Reservation: means booking of a hotel room for a guest or a group of guests for a specific number of days for a set tariff or rate.
1. This ensures that a room will be available to the guest on his arrival to the hotel.
2. The guest will arrive to use the room which has been booked by him
Amending a Reservation: means changing an existing reservation. The change could be for:
1. Date (arrival or departure)
2. Type of room
3. Number of guests
4. Number of rooms
Cancelling a Reservation: means removing an existing reservation on request of the person who may have made the reservation.
• Reservations also gives important information to guest regarding:
1. Room Types
2. Room Rates or tariff
3. Hotel facilities


Read the following scenario and answer the question given.
A person books a week in advance for a single room. One day before his check-in he calls and asks for a family room, as he is coming in with his wife and two children aged 7 and 3. How should the reservationist deal with this?


1. Mr. Mehta has booked two rooms in a hotel on 5th July. On 6th July he called to say that he would be needing an additional room. The reservationist would:
Make a reservation
Amend the existing reservation
Cancel the reservation

2. Reena, the reservationist got a call from a guest asking for room from 8th May to 12th May. Reena would:
Make a reservation
Give hotel information
Cancel the reservation

3. Ms. Joshi booked in the hotel for a future date says she would not be coming then. The reservationist would:
Make a reservation
Amend the existing reservation
Cancel the reservation

4. While asking for rooms in the hotel the guest asks if the hotel has a swimming pool, gym and spa. The reservationist would:
Make a reservation
Give hotel information
Cancel the reservation

Score =
Correct answers:


Reservations plays an important role from guest perspective.Reservation desk performs the following functions

  • Makes bookings
  • Amends existing bookings
  • Cancels bookings
  • Gives hotel information

Inkpot.png Assignments

Peopleicon.pngDiscussion Forum

There are various new ways in which reservations are given to hotels. The internet is one. Do you think it is helpful to the guest? Justify your answers and comment on others views.