SOP – How to Turnaway reservation in hotels

SOP Number: FO- 18 ( SOP serial number and department code )

Department: Front Office - Reservations


Time to Train: 30 Minutes

Turn away reservations:

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

There are many reasons for turning away Eg: High Price, Requested Room Type sold out, General Enquiry, Competitor offering 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 you for your name, mobile number and email ID please?

3) And your company/travel agency name is?

I am from “(Company/TA name)”.

4) The arrival date of the guest is? (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 all details to be collected from the guests?           

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