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06 How to handle Guarantee

Scope Of SOP: To ensure that all reservations are guaranteed by the acceptable modes to facilitate
revenue optimization and proper tracking of the required fields.

How to carry out the SOP Key Points

All reservations need to be guaranteed by one of the below methods: Company or Travel agency
guaranteed reservations
Valid Credit card, should be used when the
Email Guaranteeing the reservation (for Companies and Travel Agencies with companies enjoy credit
credit facilities) facilities with us. Only when
Deposit we have an email, written
correspondence from the
All the bookings accepted without a guarantee should be released within 24 company stating the same.
hours of the reservation being made. It is advisable not to take bookings
without a guarantee. Should a guest wish to make a deposit on the reservation Inform the company/travel
the guest should be advised that a valid credit card is required as a guarantee agent that if they guarantee a
until the deposit is received as per payment deadline. particular reservation and the
guest is a no show, or the
Reservation Type reservation is not cancelled
in time, they would be liable
A reservation could have the following types based on the forms of guarantee. to pay for the applicable
charges.
1. Confirmed Reservation
A reservation is called Confirmed when the reservation request is coming from
the executive committee. This type could be used for complimentary and
house use reservations. This would be subject to approval by Director of
Revenue Management.

2. Company Guaranteed
A reservation qualifies for the same when we have an email, written
documentation from a company with a credit facility to support the same. It
should clearly mention that they would guarantee the reservation (in case of
late cancellation or no show). This is also used when a reservation is made
and guaranteed by the company for any of their employees but would be on
his/her own personal account.

3. Travel Agent Guaranteed

A reservation qualifies as a travel agent guaranteed when there is an email
from a travel agency with a credit facility stating that they guarantee the
reservation, the following reservation type is used. If the Travel Agency does
not have credit facilities, they would have to make a payment before arrival.
Upon receipt of the same, the reservation type would change to Travel Agent
Guaranteed.
 4. Credit Card Guaranteed
When the guest provides his valid credit card details against the reservation,
it falls under this category.

5. Deposit Guaranteed
A guarantee type used only for direct reservations, when there is a deposit
received in the form of cash / cheque favoring a booking. In this case a
cancellation received within 24 hours prior to arrival or a no show, cancellation
charge will be applied to the reservation. This deposit could be used as a
guarantee or could be taken as the form of payment as per the decision of the
management. Upon receipt of the deposit, the Accounts/Front Office would
change the reservation to Deposit Guaranteed.

6. 6 PM Release Reservations
When the guest calls on the same day and does not provide any guarantee
for the reservation, we should inform him that the reservation would be held
on a tentative basis until 1800 hours of that date. If the guest does not provide
the guarantee by then or does not arrive by 1800 hrs., the hotel has the right
to cancel the reservation and resell the room. The same can be done after
approval from the management.

7. Tentative Reservation
When the reservations are not guaranteed, the guest has not specified any
mode of payment; we choose the reservation type as Tentative. Tentative
reservations should be released within 24 hours from the booking being made.

8. Allotments
This reservation type would automatically pick up when the rooms have been
picked up from the block allocation.

9. Waitlist Reservation
When the reservation is not confirmed due to non-availability of the requested
room type or dates, or the house being booked to occupancy, the reservation
type chosen would be waitlist reservation. This would be when the guest
insists on a reservation on the fully booked period or the Advisor wants to
waitlist the reservation for reasons like possibility of cancellations.

Involvement: For all Reservations and Front office personnel handling reservation enquiries.