STANDARD OPERATING PROCEDUREHANDLING OVER BOOKING SITUATIONSTask Number: RES-0025Department: ReservationsDate Issued: January 2005Guest Expectation: I want a overbooking situation to be handled professional. It is not comfortable to be relocated, but if it is necessary and it is managed professional I will come back. Time to Train: 30 minutesWhy is this task important for you and our guests?Answers: 1. We have to provide a considerate, efficient and courteous service.2. We must maximize guest satisfaction.3. We must maximize hotel revenue.4. Improve our GSTS score.5. Be as professional as possible.WHAT/ STEPSHOW/ STANDARDSTRAINING QUESTIONS1) Overbooking situationA Properly handled over-booking situation will maximize hotel occupancy and rooms revenue while we even can meet guest’s satisfaction.In the case of Non-Guaranteed bookings, Reservations must notify the guest that the hotel will hold rooms until 6:00pm. After 6:00pm the Front Desk Supervisor or Duty Manager or Front Office Manager will release the Room Blocking for new reservation or Walk-in Guests.Why do non guaranteed reservations be released by 6 pm?2) The Turn-Away ProcessA guest who has a guaranteed reservation, but needs to be walked, the first night accommodation as well as the transportation has to be paid.The Front Desk contacts the nearest our brand hotel first, i.e. InterContinental, Crowne Plaza or Holiday Inn.All arrangements, accommodation as well as transportation have to be arranged in advance.The Duty Manager-Front Desk or Assistant Front Office Manager have to approach the turn-away guest to apologize and inform him/her about the situation.We will ask the guest if he/she wants to come back to us the next day. If the guest agrees to move back to us the Duty Manager must confirm with the guest the time for transfer pick up.VIP level 2 will apply. Welcome amenities and letter of apology needs to be arranged by the Duty Manager in the guest room prior to the guest’s arrival time signed by the GM or EAM. A guest who has a non guaranteed reservation must not be paid accommodation nor transportation. Nevertheless we want to get the guest back to us.He/She will also be asked to come back if he/she has booked a 2nd night.What should we do if we have no other sister hotels in same city?Why do I have to offer VIP level treatment to the turned away guest when he/she is coming back?Why do we pick up the guest?Why do we need a letter signed by the GM or EAM?What should I do if the non-guaranteed guest complained strongly and refused to leave the hotel?Why do we pay the transportation for a guest with a guaranteed booking?Why do we not pay the transportation for the guest if he/she had a non guaranteed booking?3) Keep record for follow upAll Turn-Aways need to be recorded at the Front Desk with details, e.g. reservation confirmation number, guest name, company, rate, stay duration and the hotel which the guest moved to.Why do I have to keep record to follow up?4) OthersGuest to be walked can have impact on future business.Please bear in mind, that it is for example very difficult to walk Japanese groups or LCR guests.For decisions, please contact the Sales Department or a Senior Manager.Why do some guests have impact on future business?Summary questions:1. How does a over booking occur?2. a) What should I do if the non-guaranteed guest complaints strongly and refuses to leave the hotel?b) In what situation will the hotel pay for transportation? c) What should we do if we have no other sister hotels in same city for us to turn away the guest?3. Why do I have to keep record to follow up?4. a) Which are groups which we generally do not turn away?b) Who has the final say?Now ask the Trainee to practice the whole task from start to end to test competency.。