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.