SOP – Reservations – How to Turnaway Reservation in hotels

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How to Turnaway Reservation in Hotels?

At some times a reservation request must be denied or not processed because the hotel is fully booked or the guest is not interested in making a reservation with the hotel.

There are many reasons for turning away e.g.: High Price, Requested Room Type sold out, General Enquiry, Competitor offering a lower rate, Black listed company, requested Room Type not available at the hotel, etc.

1) Answer the call with a Smile:

Hi, this is “(your name)”’ at room reservations. How may I help you?

Guest: I would like to make a room reservation, please.

2) Offer to take the guest’s name and Phone number

Certainly Sir/Mam. (Pause) May I request your name, mobile number, and email ID, please?

3) And your company/travel agency name?

I am from “(Company/TA name)”.

4) The arrival date of the guests? (Pause, take answer) And the departure date is? (Pause, take answer). So that is for “(# of nights)” nights? Yes.

5) Please hold for a moment, while I check the availability. (Put the call on hold, check availability, and go back to the call quickly)

6) Convey the details of availability / non-availability of room politely to the guest.

7) Note down and record the reason for ‘Turn away’ on the PMS.

Training Summary questions:

Q1. When do we turn away a room reservation?         

Q2. What details are to be collected from the guests?      

Q3. How to convey the availability/non-availability of a room to the guest?

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SOP Number: Front Office SOP - 72 
Department: Front Office - Reservations
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes
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