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1.30 How To Handle Overbooking & Outbooking PDF

This document provides guidelines for handling overbooking and outbooking situations to maximize revenue while ensuring no guest inconvenience. It recommends setting optimal room type overbooking limits in the property management system and determining a house overbooking limit based on cancellation patterns. For overbookings, the revenue and reservations managers monitor the situation and coordinate with front office. If overbooked, the document provides steps to outbook guests to other nearby hotels of the same quality while minimizing nights booked elsewhere and providing additional amenities, with the original hotel bearing all costs.

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505 views2 pages

1.30 How To Handle Overbooking & Outbooking PDF

This document provides guidelines for handling overbooking and outbooking situations to maximize revenue while ensuring no guest inconvenience. It recommends setting optimal room type overbooking limits in the property management system and determining a house overbooking limit based on cancellation patterns. For overbookings, the revenue and reservations managers monitor the situation and coordinate with front office. If overbooked, the document provides steps to outbook guests to other nearby hotels of the same quality while minimizing nights booked elsewhere and providing additional amenities, with the original hotel bearing all costs.

Uploaded by

s
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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5.

30 How to handle Overbooking & Outbooking

Scope Of SOP: To ensure revenue maximization at the same time ensuring that no guest is inconvenienced
in either an overbooking or outbooking situation.

How to carry out the SOP Key Points


Overbooking is an important tool though which revenue can be maximized. It Room types with few units or
simply states reserving more number of rooms than actually physically exclusive features should not
available. be over booked.

Room type overbooking Ideas will write in


Considering the number of rooms and the demand for each room category, overbooking limits in the
optimal room type overbooking limits should be set. Other than the set limit PMS.
any additional room type overbooking requires authorization from the
Revenue or Reservations Manager.

House Overbooking
House overbooking indicates reserving more rooms than the total inventory of
the Hotel. Considering the cancellation and no show patterns, group wash,
early departures, etc the house overbooking limit should be determined. Other
than the set limit any additional house overbooking requires authorization from
the Revenue Manager and Director of Revenue.

The overbooking limits should be entered into the PMS and the reservations
team should only sell through the PMS rate query. Overbooking should be
closely monitored by the Revenue and Reservations Manager and sudden
changes should be brought to the attention of the Revenue Manager and
Director of Revenue.

Overbooking limits should be controlled by the Revenue Manager and


overbooking for the same day should be coordinated with the respective hotel’
Front Office Manager or Manager on duty.

Out booking
In the unfortunate event that the hotel is overbooked there may be need to
walk a guest to another hotel. A list of hotels in the vicinity and of the same
star category and quality should be considered. Depending on the length of
stay and the guest’ profiles the list of guest to be out booked should be decided
in co ordination with sales and the respective EAM’s.

Every effort must be made to out book the guest’ for the least number of
nights. Additional amenities should be considered for any out booked guest.
Bookings at the alternative properties should be made and coordinated by the
respective Front Office Manager. All cost incurred for the out booking should
be borne by the Hotel.

Involvement:
All Reservations & Front Office personnel handling reservations enquiries. Front Office Manager
handling daily control of the inventory.

Involvement: This SOP applies to all Reservation Advisors and Team leaders.

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