SOP – Releasing Tentative and Non- Guaranteed bookings
SOP Number: FO - 21 (SOP serial number and department code)
Department: Front Office - Reservation
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 25 Minutes
-
While taking down the reservation the reservation agent should inform the guest / booker about the standard reservation holding time or release period as per the hotels policy.
-
Explain to booker or guest the following applicable reservation holding time.
-
A non-Guaranteed reservation with no arrival or flight timing or bookings which are not re-confirmed shall be released by 1600hrs.
-
Reservation status will not be carried forward to the next day for a non-guaranteed booking; Such bookings will be cancelled on the same day.
-
A non-Guaranteed reservation with late night arrival or late night flight timing shall be released 4 hours after stated arrival/flight time on date of arrival.
-
For Guaranteed reservation with credit-card details, Room will be blocked and checked in, or may be amended to the next day after reconfirming with the guest as per the availability.
-
For guaranteed reservation no-show’s the room will be checked in to charge retention charges and the same will be billed to the guest credit card.
-
In case there is no pickup details or flight details giving by the guest, then request the Guest to call back once these details are available.
-
For Guaranteed bookings (non – credit card) request the guest to make a deposit before arrival, As per hotel policy you can also give a cut off date in case guests fail to make the deposit on or before the cut-off date the tentative reservation will be released.
-
Check with Booker / guest if any additional information or further assistance is required.
-
Note down the agreed reservation status (Guaranteed, non-guaranteed, credit card confirmed, deposit etc.) on the reservation form.
-
Information obtained must be repeated to ensure accuracy.
