How to Process Reservation Cancellations?
Non-Guaranteed Reservations:
1) Obtain GuestDefinition of Guest in Hospitality Industry: A guest is the most important person in any business. A... name or ReservationThe department that receives; documents and processes reservation requests. number
2) Search for reservations in the PMS
3) Re-confirm the reservation details with the guest, No. of rooms, ArrivalThe time that an. guest registers into the hotel. and departure date.
4) Ask the guest whether they would like to make an alternate reservation.
5) Request the reason for Cancellation1) To release or cancel the confirmed or tentative booking. 2) To decide or announce that (a planned....
6) Record the reason for cancellation on PMS.
7) Provide the cancellation number to the guest.
If the reservation is a Guaranteed ReservationsA reservation that is guaranteed by the guest to be paid even if the guest fails to arrive. Often th...:
8) It should be according to cancellation timings which are mentioned in the cancellation policy of the hotel.
9) If cancellation is made by someone other than the guest then the reservation agent should record the details of the caller e.g.:- Name and Mobile number on the reservation record.
10) Always mention RetentionThe amount forfeited when a guest does not inform about their cancellation to the hotel is termed as... charges (if applicable according to your hotel policy) for any confirmed reservation.
11) Should have written mail for charging retention on credit cards.
12) Always send mail for retention bills and confirmation of cancellation. (Sample Retention letter)
Training Summary questions:
Q1. What is the first step for any cancellation?
Q2. What are the types of cancellation reasons?
Q3. What is the cancellation policy of the hotel for a guaranteed reservation?
Q4. Why it is important to have a written E-mailE-mail is a communication system that uses an electronic network to send messages via computers. for any confirmed reservation?
Q5. What are the retention charges for any cancellations?
SOP Number: Front Office SOP - 16 Department: Front Office - Reservations Date Issued: DATE THE DOCUMENT WAS CREATED Time to Train: 30 Minutes
