Scribd
Upload
644 views1 page

SOP - Reservations - Amending or Modifying Reservations

When guests call to amend existing reservations, front office agents should: 1) Verify the original booking details by retrieving the reservation record, 2) Inquire about the requested amendment and check availability and rates, 3) Make the changes in the property management system after confirming all details with the guest.

Uploaded by

Raj Meridian Hotel
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
644 views1 page

SOP - Reservations - Amending or Modifying Reservations

When guests call to amend existing reservations, front office agents should: 1) Verify the original booking details by retrieving the reservation record, 2) Inquire about the requested amendment and check availability and rates, 3) Make the changes in the property management system after confirming all details with the guest.

Uploaded by

Raj Meridian Hotel
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 1

Department: 

Front Office - Reservation
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 15 Minutes
 When guest / bookers call the hotel for amending existing reservation
take down the original booking details on reservation form. ( Guest Last
name, Reservation no, Mobile etc.)
 Try to address the guest by name as and when possible.
 Take permission from the guest to keep the call on hold.
o Locate the original reservation record from the Property
Management software.
o Reconfirm the booking details e.g.: guest name, arrival departure
date, reservation number etc. with the guest again to make sure
that you have 
o Retrieve the correct reservation record.
 Enquire with the booker / guest on what amended to be made on the
reservation. Eg: guest might like to extend the number of days of stay or
want to shift his stay to another period.
 Check the availability of both hotel and room type in the hotel
software before confirming the amendment to the guest.
 If the guest had booked the original reservation on a Best available rate
or special packages, reservation agent should check the availability of
these special rate and packages on this new date as well.
 Any changes on rate or packages should be communicated to the
guest.
 If the guest is shifting the arrival date to a different date then take down
the new pickup / flight details. In case the guest requires a pick up form
the hotel.
 All details have to be reconfirmed to the Guest.
 Make the required amendments on the reservation record in system.
 Valid payment method has to be taken for the new stay details.
 Apply the Rate changes if any due to the amendment.
 Generate a new confirmation letter to the guest which clearly shows the
amended booking details.
 Send the amended reservation confirmation letter to the guest email /
fax.
 Wish the guest a nice day ahead.

You might also like