Reservation Handling

Purpose

To ensure every direct reservation is recorded accurately, confirmed promptly and amended without loss of guest information or inventory control.

Scope

Applies to reservations received by phone, email, website enquiry or in person, including modifications, by all Front Office and Reservations team members.

Responsibility

Reservations Executive takes and confirms bookings; Front Office Manager reviews rate and availability exceptions; Duty Manager approves overrides.

Detailed procedure

1. Greet the guest courteously, state the hotel name and your name, and ask for the stay dates and number of guests.
2. Check availability and the applicable rate plan in the property management system before quoting.
3. Quote the room type, rate, inclusions, taxes and the cancellation and payment policy in clear terms.
4. Collect guest name, contact number, email, arrival time, special requests and preferred payment method.
5. Create the booking with a complete profile, add notes for requests such as bed type, early arrival or celebrations.
6. Send a written confirmation with a unique confirmation number within the same working hour.
7. For changes, verify the booking, check availability, update the record, and re-send the revised confirmation.

Standards and guidelines

• Every enquiry is answered within 15 minutes during operating hours.
• Quoted rates must match the system rate; verbal promises are not permitted.
• Guest requests are recorded as requests, never as guarantees, unless confirmed by the department.
• Confirmations contain the policy summary and contact details of the hotel.

Required records and documentation

• Reservation register or system booking report
• Confirmation emails sent
• Modification and cancellation log
• Special request sheet

Related images

Document control