Hotel Reservation SOP & Checklist

Capture all essential details from the guest's initial booking request, regardless of the communication channel. This creates the foundation of the reservation record.

• Determine the communication channel used (direct phone, website, OTA, third-party booking system, email, walk-in).
• Record the inquiry date and time in the PMS or reservation log.
• Document the guest's full name exactly as they spell it, and contact information (phone number in international format if applicable, email address).
• If applicable, note the company or group affiliation (corporate booking, travel agency name, event name).
• Listen carefully for and record any special requests or notes (accessibility needs, late arrival, pet, anniversary, dietary restrictions, etc.) in the Special Requests field of the PMS.
• If the inquiry came through a third-party booking system or OTA, verify the booking source code in the PMS matches the originating platform.

Systematically collect the core information needed to search availability and create an accurate reservation record in the PMS. This step determines occupancy and room allocation.

• Ask for and record the expected check-in date and check-out date separately; confirm both dates verbally (e.g., "Checking in Monday, July 15th, checking out Thursday, July 18th—that's 3 nights, correct?").
• Confirm the number of guests (occupancy/pax count) and number of rooms needed (e.g., 2 guests, 1 room vs. 4 guests, 2 rooms).
• Identify the room type(s) requested (standard, double queen, king suite, accessible, etc.) and any bed preference (king, double beds, twin, sofa bed, etc.).
• Ask about rate type or package if applicable (corporate rate, promotional code, AAA discount, package rate, etc.).
• Record the total number of nights for verification.
• Note any group or block booking information if applicable (group name, event date, block coordinator name).

Search the PMS to verify that requested room types are available for the requested dates. Availability determines whether the reservation can be accepted without modification.

• Navigate to the Availability Report or Room Status section of the PMS.
• Enter the arrival date, departure date, and room type requested.
• Filter results to show availability for the requested number of rooms.
• Verify that at least the number of requested rooms is available for the entire stay (all nights).
• Note the room rate for each night if rates vary by date.
• If the requested dates or room type are unavailable, check adjacent dates (one day earlier or later) and alternative room types to offer the guest options (e.g., suite instead of standard, or dates one day earlier).
• Record which availability option the guest selects (original dates, alternative dates, or alternative room type).

Based on availability, decide whether to accept the reservation or inform the guest of alternatives or unavailability. Document the guest's final decision clearly.

• If rooms are available, proceed to accept the reservation and continue to the next task.
• If rooms are partially available, clearly explain the alternative room type or dates to the guest. Read the rate and terms for the alternative, and ask: "Would you like to proceed with [alternative], or would you prefer to check back when [original dates] are available?"
• If no rooms are available, maintain a professional, courteous tone. Thank the guest for their interest, and offer to:
  • Check alternative dates (e.g., one week earlier or later)
  • Provide referrals to partner hotels in the area (per hotel policy)
  • Place the guest on a waitlist if your PMS supports waitlist functionality
• Document the guest's final decision in PMS notes (accepted as requested, accepted with alternative, declined/no availability, or waitlisted).

Gather all required personal and billing information needed to finalize the reservation. This information is entered into the PMS and used for check-in, billing, and pre-arrival communication.

• Request full guest name exactly as it appears on their government-issued ID (may differ from inquiry name; e.g., married name vs. maiden name). Enter this in the Primary Guest field of the PMS.
• Record primary email address (verify spelling by reading it back to the guest) in the Email field.
• Record primary phone number in the Phone field. If an alternative number is available (mobile, work), record it in the Alternate Phone field.
• Ask for mailing address (street address, city, state/province, postal code, country) and enter it in the Address field of the PMS.
• If company or organization name applies, record it in the Company field (for business guests, corporate bookings).
• Note guest profile information if applicable (frequent visitor, loyalty program member, VIP status, previous stay history) in the PMS Guest Profile section.
• Document any ground transportation arrangements (airport transfer requested, vehicle arrival time) in the Special Requests field.

Collect payment details to guarantee the reservation and minimize no-show risk. This ensures the hotel has financial security for the booking.

• Explain the rate quoted per night, the number of nights, and the total cost clearly. Ask the guest to confirm they accept the rate and total cost.
• State the cancellation policy explicitly (e.g., "Free cancellation until July 14th at 6:00 PM. After that date, we will charge you one night's stay if you cancel. If you don't arrive and don't cancel, we will charge the full reservation.") Ask the guest to acknowledge they understand.
• Ask which payment method the guest prefers (credit card, debit card, bank transfer, corporate billing, wire transfer, etc.).
• For credit card payments, collect the following information and enter securely in the PMS (never write on paper or unsecured systems):
  • Cardholder full name (as it appears on the card)
  • Card type (Visa, Mastercard, American Express, Discover, etc.)
  • Card number (16 digits; enter only the last 4 digits in any written notes or logs)
  • Expiration date (month/year in MM/YY format)
  • CVV or security code (3 or 4 digits on back of card)
  • Billing zip/postal code (for address verification)
• For corporate or company billing, capture the company billing contact name, billing department email or phone, and account code or cost center if required.
• Document any special payment terms (deposit required, prepayment, installment arrangement) in the PMS Notes.

Create the official reservation record in the PMS with all collected information. This record serves as the master source for all departments (front desk, housekeeping, management, revenue).

• Log into the PMS using your assigned user credentials.
• Select New Reservation or Add Booking function in the PMS.
• Enter all guest details in the designated PMS fields: Primary Guest Name, Email, Phone, Address, Company (if applicable).
• Input reservation dates: Arrival Date and Departure Date (system will auto-calculate number of nights).
• Specify room assignment: Room Type requested, Number of Rooms, and Bed Preference.
• Select the Rate Code from the PMS Rate Table and confirm the rate per night matches what was quoted to the guest. Verify total rate calculation is correct.
• Enter payment method and securely store payment information (the PMS will tokenize and encrypt sensitive data).
• Record the reservation source (direct phone, website, OTA platform name, travel agent name, walk-in) in the Source Code field.
• Add market code if applicable (tourism, corporate/business, leisure, convention, etc.) in the Market Segment field.
• Enter all special requests or remarks in the PMS Special Requests or Comments field (accessibility needs, late arrival, birthday, anniversary, pet, ground transportation, etc.).
• Set the reservation status to Confirmed (or Tentative if payment is still pending; On Hold if awaiting guest confirmation of alternative dates).
• Review all fields on screen for accuracy before clicking Save. Verify:
  • Guest name spelled correctly
  • Dates are correct (arrival and departure)
  • Room type and rate match the quote
  • Payment method and amount are correct
  • Special requests are captured
• Click Save. The PMS will generate a confirmation number (reference code); record this or screenshot it for the guest.

Send a confirmation email or message to the guest that includes all key booking details and establishes clear expectations for arrival, payment, and cancellation. This serves as the written contract.

• Generate the confirmation email from the PMS using the automated confirmation template (most PMS systems have a default template; customize if needed to match hotel branding).
• Verify the confirmation includes:
  • Confirmation Number/Booking Reference (format: ABC123456 or as per hotel standard; make it prominent)
  • Guest Name and Number of Guests
  • Check-In Date and Time (state the standard time, typically 3:00 PM, and note if early check-in is available for a fee or based on availability)
  • Check-Out Date and Time (state the standard time, typically 11:00 AM)
  • Room Type and Number of Rooms
  • Rate per Night, Number of Nights, and Total Cost
  • Applicable Taxes and Fees (itemized if separate from room rate)
  • Payment Method (display as "[Card Type] ending in [last 4 digits]" or "Corporate Account ABC123")
  • Cancellation Policy (exact deadline and refund terms; e.g., "Free cancellation until July 14, 6:00 PM EST. Cancellations after this date forfeit one night's cost.")
  • Special Requests Confirmed (echo back any requests recorded, e.g., "Accessibility room requested", "Late arrival noted – 10:00 PM expected")
  • Hotel Contact Information (phone number, email, website URL)
  • Parking Information (included, fee, valet, self-parking, location)
  • Loyalty or Membership Benefits (if applicable; e.g., "Your Gold Member status grants complimentary upgrade subject to availability")
  • Next Steps (e.g., "You will receive a pre-arrival email 3 days before arrival. Please contact us if you need to modify this reservation.")
• Send the confirmation via email to the guest's email address on file.
• If the reservation was made by phone, also offer to send the confirmation via SMS or fax if the guest provided those contact methods.
• Document in the PMS that confirmation was sent: record the date, time, and delivery method.
• If the guest does not receive the email within 1 hour, follow up with a phone call to verify the email address is correct and resend if needed.

If hotel policy requires a deposit or prepayment to hold the reservation, communicate this requirement clearly and process the payment. Deposits reduce no-show risk and secure the room.

• Check the reservation type and rate code in the PMS to determine if a deposit is required. (Non-refundable rates, group bookings, and high-demand periods typically require deposits.)
• If a deposit is required, clearly communicate to the guest (via phone and follow-up email):
  • Deposit Amount (full first night, percentage of total stay, or fixed amount as per policy)
  • Deposit Deadline (e.g., "Deposit must be received by July 10th")
  • Accepted Payment Methods (credit card charge, bank transfer, PayPal, etc.)
  • How the Deposit Will Be Applied (credited toward final bill or charged and refunded if booking is cancelled within free cancellation window)
• Process the deposit payment immediately if the guest authorizes it by phone. Charge the credit card on file in the PMS or provide bank transfer instructions if guest prefers that method.
• Once deposit payment is confirmed, document in the PMS:
  • Deposit Amount Received
  • Date Deposit Was Processed
  • Payment Method Used
• Send the guest a deposit receipt via email confirming the amount charged and date processed.
• If the guest does not provide a deposit at the time of booking, set a reminder in the PMS to follow up 3-5 days before the deposit deadline to ensure payment is received on time.

Ensure all reservation information is properly documented in both the PMS and any manual backup systems used by your property for redundancy and departmental access.

• Verify that all guest and reservation details have been saved successfully in the PMS by viewing the reservation record on screen.
• If your property maintains a manual reservation log or daily arrival sheet (printed or spreadsheet), enter the following information:
  • Guest Name
  • Room Type and Number of Rooms
  • Arrival Date and Departure Date
  • Confirmation Number
  • Number of Guests
  • Special Requests or Notes
• File any written documentation (faxed booking forms, handwritten notes, printed emails) in the designated reservation file folder organized by arrival date.
• If the reservation is part of a group or block booking, update the group rooming list or master group record in the PMS with the guest's name and confirmation number.
• Verify the reservation appears correctly in the PMS Arrival Report for the check-in date. If it does not appear or shows incorrect information, contact PMS support immediately.

When a guest requests changes to an existing reservation before arrival, update the record promptly and communicate all changes back to the guest. Modifications are common and must be processed accurately to avoid confusion at check-in.

• When a guest calls, emails, or visits with a modification request, locate the reservation in the PMS using the confirmation number or guest name.
• Verify the guest's identity by asking for the confirmation number and last name (to ensure you have the correct reservation and prevent unauthorized changes).
• Determine what is being modified (dates, room type, number of rooms, number of guests, payment method, special requests, etc.).
• If the modification affects dates or room type, check availability in the PMS for the new dates or room type immediately.
• If the change is feasible, update the reservation record in the PMS immediately:
  • Modify the Arrival Date and/or Departure Date if dates are changing
  • Update the Room Type or Number of Rooms if those are changing
  • Add or update Special Requests if additional requests are made
• Recalculate the rate for the new dates or room type. If the price changes, inform the guest of the price difference (refund if decreased, additional payment if increased) and process the adjustment immediately.
• Generate an updated confirmation email from the PMS showing the new details and send it to the guest.
• Document in the PMS Notes: Modification Date, Time, Nature of Change (be specific: "Dates changed from July 15-18 to July 20-22"), and Staff Member Name who processed it.
• If the modification cannot be accommodated (e.g., desired dates are now unavailable), explain why and offer alternatives (different room type, different dates, or cancellation).

Process cancellations professionally and accurately following the hotel's cancellation policy, and document all details for record-keeping, revenue management, and legal purposes.

• When a guest requests cancellation (via phone, email, or in person), locate the reservation in the PMS using the confirmation number or guest name.
• Verify the guest's identity by asking for the confirmation number and last name.
• Retrieve the cancellation policy for the booking by viewing the rate code and terms in the PMS. Note the free cancellation deadline (if any) and cancellation fees that apply.
• Inform the guest of the following:
  • Whether they are within the free cancellation window (entitled to full refund) or past the deadline (subject to cancellation fee or penalty charge)
  • Refund amount (if applicable) or cancellation fees that will be charged
  • Timeline for refund processing (typically 5-10 business days after cancellation, to the original payment method)
• Ask the guest to confirm they wish to proceed with the cancellation (e.g., "Just to confirm, you want to cancel your reservation for July 15-18. You will be charged $150 [one night's rate]. Is that correct?").
• Once the guest confirms, update the reservation status in the PMS to Cancelled.
• Document the cancellation details in the PMS Cancellation Section or Notes:
  • Cancellation Date and Time
  • Reason for Cancellation (if provided: guest change of plans, financial reason, travel emergency, etc.)
  • Caller Name (if different from guest name)
  • Staff Member Name who processed the cancellation
  • Cancellation Reference Number (auto-generated by PMS or manually assigned per hotel format)
• If a refund is due, process it to the original payment method (credit card, bank account, etc.) immediately in the PMS. Record the refund processing date.
• If a cancellation fee applies, charge the guest's card on file in the PMS and document the charge.
• Send a cancellation confirmation email to the guest including:
  • Cancellation Reference Number
  • Refund Amount (if applicable) and estimated refund date
  • Cancellation Charges (if applicable)
  • Hotel contact information in case of questions
• Release the room(s) back to available inventory in the PMS immediately so other guests can book those dates.

If a guest does not arrive for their reserved check-in, follow hotel protocol to document the no-show, charge appropriately per policy, and minimize revenue loss.

• At check-in time (typically 3:00 PM or per hotel policy), check the PMS to identify if the guest has not yet arrived and has not communicated.
• Search the PMS for any recent notes or modifications that might explain the delay (e.g., guest requested late arrival, rescheduled arrival, etc.).
• If no communication from the guest and no arrival by a specified time (e.g., 11:00 PM, or per hotel policy), attempt to contact the guest:
  • Call the phone number on file and leave a professional voicemail: "This is [hotel name]. We are holding your reservation for [dates]. Please call us at [number] to confirm your arrival or let us know if your plans have changed."
  • Send an email to the guest's email address with the same message.
  • Record the attempted contact date and time in the PMS.
• If the guest is reached during the contact attempt:
  • Ask if they are still planning to arrive (and if so, when).
  • If the guest confirms they will not arrive, process a cancellation per the Cancellation task above.
  • If the guest confirms late arrival, update the Special Requests in the PMS with the new arrival time and alert front desk staff.
• If the guest cannot be reached and does not arrive by the no-show deadline (typically midnight or per hotel policy):
  • Mark the reservation as No-Show in the PMS (change reservation status to No-Show or use the PMS No-Show function).
  • Document in the PMS Notes:
    • Date and Time no-show was recorded
    • Attempts to contact guest (date, time, method)
    • Result (no response, unreachable, etc.)
  • If the reservation included a credit card guarantee or deposit, charge the guest per the cancellation policy (typically the full first night or full stay, depending on policy). Record the charge date and amount in the PMS.
  • Send a no-show notice via email to the guest explaining the charges applied and hotel policy.
  • If this is a group or corporate reservation, notify the group coordinator or corporate contact of the no-show and charges applied.
  • Release the room back to available inventory in the PMS so the room can be sold to other guests.

Ensure all departments (front desk, housekeeping, revenue management) have current and accurate reservation information to prepare for guest arrivals and prevent service gaps.

• Review the PMS Arrival Report for the next 1-3 days to identify all incoming reservations.
• Verify that recent modifications or cancellations are reflected correctly in the PMS.
• Flag any special circumstances for management review (VIP guests, high-value bookings, accessibility requirements, group arrivals, etc.).
• Communicate with housekeeping by sending the Housekeeping Report or Daily Task List that includes:
  • Special requests (accessibility room setup, crib needed, extra pillows, etc.)
  • Late arrivals (note expected arrival time so rooms are not serviced early)
  • Early departures (so rooms can be released for early turnover if needed)
  • Guest preferences from PMS history (hypoallergenic bedding, extra amenities, etc.)
• Alert revenue management or management of any of the following:
  • High-value bookings or corporate accounts
  • VIP arrivals (loyalty program elites, repeat guests, important clients)
  • Group arrivals (large multi-room reservations requiring coordinated check-in)
  • Unusual requests requiring management approval or special service
• Ensure front desk staff are briefed via a daily arrival meeting or shift briefing on:
  • Key arrivals (names of important guests, group coordinators, corporate executives)
  • Special circumstances (guests celebrating milestones, guests requiring mobility assistance, guests with specific needs or preferences)
  • Potential issues (overbooking, modifications, outstanding deposits, guests placed on waitlist)
• If applicable, prepare room assignments in the PMS for high-priority guests (VIP, corporate, group leaders).
• Review group or corporate reservations to confirm that rooming lists and special arrangements have been finalized with the group coordinator or corporate contact.