Creating a reservation in the Central Reservation System (CRS)

Create new reservations using the Central Reservation screen. The Central Reservation screen is specifically designed to be used in call centers to provide a versatile and comprehensive reservation management function. This screen simplifies the guest check-in process through a driven workflow that moves call center personnel through the reservation process intuitively, quickly, and efficiently.

As you move through each phase of the check-in process using the buttons on the left side of the page, a green checkmark is displayed by the system to indicate that a step is complete. Based on your system configuration, you must complete all required steps in the reservation workflow before clicking Wrap Up to finalize the guest reservation.

To create a reservation in CRS:

  1. Select Call Center > Central Reservation. All the available properties are displayed by the system in the Properties section.
    Note: Use the Search section to filter the list of properties.
  2. To initiate a call, click . The reservation call process is initiated.
  3. Specify this information:
    Check-In Date
    Specify the check-in date for the reservation.
    Nights
    Specify the number of nights of the guest's stay. This field is required; however, you can bypass this field and instead specify the Check-Out Date, and the system calculates the number of nights for you.
    Check-Out Date
    Specify the departure date. The default is the hotel date + 1.
    Rooms
    Select the number of rooms to reserve.
    Adults
    Specify the number of adults. If you specify the adult count as zero, you must associate the reservation to another reservation that has adults listed on it.
    Children
    Specify the number of children. Options are 1 - 9. Where only one child category is active, the number of children is recorded in the Children field. If more than one child category is active each category is a field on the screen and the Children field is filled with the combined total of all the categories.
    Caller
    Specify the name of the person who has called to make the reservation. If specified, the caller's name is propagated into all subsequent booking screens to act as a reminder if needed.
    Guest Name
    Specify the name of the guest.
    Organization
    Specify the organization for the guest reservation. If you select an organization that is linked to an A/R account, the A/R account is added by the system.
    Group
    Specify the group for the guest reservation.
    Booking Agency
    Specify the booking agency for the guest reservation. If you select a booking agency that is linked to an AR account, the AR account is added by the system.
    Note: Click the search icon to search for an existing guest, organization, group, or booking agency. After completing the guest information, a checkmark is displayed next to the Guest button on the left side of the page indicating that the guest information is complete.
  4. In the Properties section, select the properties for which to search for availability.
  5. Click Check Availability. A new reservation record is created.
    Note:  If the property is over-booked, the negative availability is displayed in red color.
  6. Specify the information that you require. See additional information about these fields.
    Source
    By default, the source of business as configured on the CRO application is displayed. You can specify a new value. This field also exists on group bookings, booking agency profiles, and organization profiles and will copy to associated reservations. The copy order is controlled by the MARKETFILEDSCOPYORDER property parameter.
    Track
    This field is only displayed if the application parameter TrackFieldUsage is set to Yes. This field also exists on group bookings, booking agency profiles, and organization profiles and will copy to associated reservations. The copy order is controlled by the MARKETFILEDSCOPYORDER property parameter.
    Reason for Stay
    Specify the reason for the guest stay which is also copied to associated reservations. The copy order is controlled by the MARKETFILEDSCOPYORDER property parameter.
    Resort Fee
    Specify the resort fee code for the guest stay. If any profile information on the guest stay is updated, the resort fee definition code is updated to the last profile saved on the guest.
  7. In the lower panel of the screen, click the Products button. The Property Selection tab is displayed. Select the properties to include in the search results from the Property Selection list.
    Note: Click Alternate Property search to search any existing alternate properties associated with the selected property.
  8. Click the Product Selection tab.
  9. Specify this information:
    Sales Strategy
    Specify the sales strategy for the reservation.
    Currency Code
    Specify the currency for the reservation.
    Include Packages
    Include packages is selected by default, which indicates that packages should be included in the returned list of rates.
    Display Rates Configured in Selected Currency Only
    Select to include only rates configured for the selected currency in the returned list of rates.
    Include Promotions
    Include promotions is selected by default, which indicates that special promotion rates should be included in the room selection or room types and rates.
    Include Restricted Products
    Select to include room types in the search results that are sold out or restricted.
  10. Complete the following sections as required:
    • Expand the Rate Plans section and check the configured rate plans that you want to include in the search results. Leaving all the check boxes unchecked includes all rate plans in the search results.
    • Expand the Room Types section and check the configured room types that you to include in the search results. Leaving all the check boxes unchecked includes all room types in the search results.
    • Expand the Non Room Bundles section and check the configured non-room bundles that you want to include in the search results. Non-room bundles enable you to add items or services such as meal plans and service package to the guest reservation, for example: golf packages, spa treatments, massages, beer, wine, champagne, and gift baskets. These items are configured within the Rates and Sales module.
    • Expand the Promotions section and check the configured promotions that you want to include in the search results.
  11. Click Check Availability.
    Note: To view selling notes for any of the rate plans, click . The Preview Room Type Selling Notes window is displayed. If there is no availability for the selected property and products, click Waitlist to add the guest to the waiting list for the property and products.
  12. On the Availability tab, select the Rate Plan, Room Type, and Rate Amount for the guest and click Select. The Stay Total, Room Type, and Rate Plan is updated with the selected rate plan information and a checkmark is displayed next to the Guest button on the left side of the page indicating that the guest information is complete.
    Note: You can also select up to four Rate Plan, Room Type, and Rate Amount combinations and then click Compare. The Compare Sell Options window is displayed with a summary of each of the rate plans. Determine which plan to choose, and then click Select.
  13. Click the Guarantee button and specify the information that you require.
  14. Click the Booking Policies tab. The tab displays any guarantee or cancellation policy information that are applicable to the reservation.
  15. Click Wrap Up.
  16. Click Confirm. A Confirmation Number is assigned to the reservation and the Confirmation Page is displayed. Confirmations are generated using templates installed and configured during the Infor HMS installation process. You can add text to the pre-configured template for the Confirmation Header and Footer.
  17. Specify this information:
    Confirmation Header
    Specify the header to add to the confirmation message.
    Confirmation Footer
    Specify the footer to add to the confirmation message.
    Email
    Select the type of email for the message, either Alternate or Primary, and then enter the actual email address in the adjacent field.
  18. Click Add. The email address is added to the confirmation list. Add additional email addresses as necessary.
  19. Select the checkbox adjacent to each of the email addresses to which to send the confirmation.
  20. Select the Language in which to generate the confirmation message.
  21. Click Confirm to Email. An email message is sent to the selected addresses and a confirmation message is displayed.
  22. Click Ok. The Confirmation Page is displayed.
  23. Click Done. The reservation is completed, the call is automatically ended, and the Central Reservation screen is displayed.
    Note: Click Change Reservation to modify the reservation before confirmation. You can also click Associate Reservation to create an associated reservation for the guest without actually completing the reservation.
    Note: 

    You cannot view the details of a guest profile, if the:

    • User VVIP Authorization is set to No on the User Group screen.
    • User VVIP Authorization is set to Host, but the user is not the VVIP Host configured on the selected Guest Record.
    • User VVIP Authorization is not specified on the User Group screen.