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Guest Relocation Procedure (Overbooking)

This SOP outlines the process for managing guest relocation in situations where the hotel is overbooked. The aim is to minimise guest inconvenience and maintain a positive experience while upholding professional standards.

This procedure applies when the hotel faces an overbooking situation, requiring the relocation of one or more confirmed guests to an alternative accommodation.

Relocation Criteria
  • Prioritise relocating FIT/Private guests needing one night, booked at similar rates to the alternative hotel, with no prior stays.
  • Avoid relocating regular, corporate, multi-night, or special event guests.
  • Choose a similar standard hotel, not a direct competitor (e.g., Punthill, Quest).
  • Consider 4-star hotels (e.g., Swanston, Novotel, Hilton) as they might be outside the guest's budget, minimizing potential business loss.
  • If no 3.5 or 4-star rooms are available, use a 5-star hotel as a last resort, mindful of the cost difference.
  • Never relocate to a lower standard hotel (e.g., Victoria Hotel, Ibis).
Compensation & Guest Care
  • The hotel covers all relocation costs, including transportation.
  • Offer relocated guests complimentary breakfast, parking, drinks (up to $20), or dinner (up to $60).
  • If possible, the Duty Manager should personally escort the guest.
  • Upon return, upgrade the guest and offer VIP treatment as an apology.
  • Inform the Front Office Manager for a follow-up letter detailing compensation and apology.
Procedure
  1. Identify Guests for Relocation:
    • First-time guests
    • Leisure guests, where possible
    • Direct bookings or POA accounts first (excluding corporate)
    • Internet bookings
    • Wholesale bookings
    • Inbound bookings
  2. Modify Reservation and Guest Profile:
    • Change the booking to a "Virtual" room type in iHMS.
    • Add "(BUMP)" next to the guest's surname in their profile.
    • Tag the registration card to alert reception to call the Duty Manager upon arrival.
  3. Inform Staff and New Hotel:
    • Notify all front desk staff about the impending arrival.
    • Provide the new hotel with guest name(s) and send a payment authorisation unless the guest will be paying on arrival (POA).
  4. Contact the Guest (if possible):
    • Attempt to contact the guest by phone, explain the situation, offer alternatives, and apologise.
  5. Prepare for Guest Arrival (if unable to contact):
    • Ensure all staff know to call the Duty Manager when the guest arrives.
  6. Duty Manager's Role:
    • Approach the guest, explain the overbooking, and offer alternative accommodation and transportation.
    • Offer compensation only if pre-approved by the EAM.
  7. Post-Departure:
    • Check in the Virtual Room account and process as usual.
    • Update the guest's profile with relocation details and their reaction.
    • Direct bill (D-bill) upon check-out and forward paperwork to accounts.
Note:

Overbooking and guest relocation are not standard practices. They typically occur due to unforeseen circumstances like missed reservations or maintenance issues.