Central Reservations Office
Encyclopedia
In the hospitality
industry, a Central Reservations Office or Central Reservations Center is a call center that handles room reservation calls and other related calls for a hotel chain or company. A Central Reservations Office usually handles calls from a 1-800 number or multiple numbers for a chain of hotels. Call centers usually consist of a large staff of phone operators that answer incoming phone calls and specialize as reservations agents.
The main floor of a Central Reservations Office is usually known as the "sales floor" as this is where the majority of calls are handled and sales transactions are made by booking reservations at hotels. Large call centers may have special operators for special services or phone numbers such as preferred customer lines, a reward reservations line for guest loyalty programs, and a guest services line for complaints and unique situations.
Large hospitality companies such as the Hilton Hotels Corporation
and Marriott International
have large networks of multiple Central Reservations Offices throughout the world.
Most Central Reservations Offices often have on-site corporate offices for the chain of hotels or hotel management company.
Hospitality
Hospitality is the relationship between guest and host, or the act or practice of being hospitable. Specifically, this includes the reception and entertainment of guests, visitors, or strangers, resorts, membership clubs, conventions, attractions, special events, and other services for travelers...
industry, a Central Reservations Office or Central Reservations Center is a call center that handles room reservation calls and other related calls for a hotel chain or company. A Central Reservations Office usually handles calls from a 1-800 number or multiple numbers for a chain of hotels. Call centers usually consist of a large staff of phone operators that answer incoming phone calls and specialize as reservations agents.
The main floor of a Central Reservations Office is usually known as the "sales floor" as this is where the majority of calls are handled and sales transactions are made by booking reservations at hotels. Large call centers may have special operators for special services or phone numbers such as preferred customer lines, a reward reservations line for guest loyalty programs, and a guest services line for complaints and unique situations.
Large hospitality companies such as the Hilton Hotels Corporation
Hilton Hotels Corporation
Hilton Worldwide is a global hospitality company. It is owned by the Blackstone Group, a private equity firm. As of July 2011 Hilton brands encompass 3,750 hotels with over 600,000 rooms in 84 countries...
and Marriott International
Marriott International
Marriott International, Inc. is a worldwide operator and franchisor of a broad portfolio of hotels and related lodging facilities. Founded by J. Willard Marriott, the company is now led by son J.W. Marriott, Jr...
have large networks of multiple Central Reservations Offices throughout the world.
Most Central Reservations Offices often have on-site corporate offices for the chain of hotels or hotel management company.