SOP – Reservations – Handling Booking Enquiry for Sold Out dates

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Handling Booking enquiry for sold-out dates

  • Very often in hotels reservation agents get booking enquiries for dates when either the hotel is sold out or certain room types.
  •  Note down the guest’s name, mobile number, Arrival and departure date, and room type requested by the guest on the reservation form.
  •  Explain to the guest/booker that the hotel or the specific room type that they have requested is fully booked.
  •  Try to be transparent with the guest and provide the reasons for this. Eg: “I am extremely sorry Mr. Ralph the hotel is fully booked on those dates there is a Doctor’s conference being held at the hotel”
  •  Always provide an alternate solution for regular guests, hotel loyalty program members, bookings from top company/travel agent accounts, and guests who were denied reservations earlier.

If the room type is sold out then:

  • Explain other types of rooms that are available during the requested period.
  •  Try and sell higher category rooms to the guests.
  •  In case a of VIP guest or higher tier loyalty program member, then provide an upgrade to a higher category.
  •  Providing an upgrade may depend on the hotel policy, in some cases, approval from the Front office manager / Reservation manager is required to approve an upgrade request.

If the Hotel is sold out then:

  • Ask the guest if she would like to change the dates of the reservation to an alternative date.
  •  Offer alternative date “We would have room available from the 10th onwards”
  •  Offer the choice of a sister hotel in the city when possible or similar hotels of the same category.
  •  Arrange for a reservation in the sister hotel if the guest is OK with this offer and confirm back to the guest once the reservation is made.
  •  Make the reservations on a waitlisted basis and assure the guest that we will get back to him as soon as there is any availability due to cancellations or amendments.
  •  Offer guests details of another hotel alternative same level of service and pricing.
  •  Offer any other assistance and ensure the guest of priority the next time. 
  •  Make sure to record this enquire as turned down business or turn away after applying appropriate turn away reasons.
  •  Wish the guest a nice day ahead.

Training Summary questions:

Q1. What details to note down when a guest calls up the reservation department?

Q2. Is it required to inform the guest about the reason why the hotel is sold out?

Q3. What can be done if the room type is sold out?

Q4. Steps to be taken when the Hotel is sold out?

Q5. Why it is important to record the turn-away details correctly?
SOP Number: Front Office SOP - 23 
Department: Front Office - Reservation
Date Issued: 29-March-2014
Time to Train: 15 Minutes

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