Front Office Standard Operating Procedures (SOPs)

1. Attending Telephone Calls

Objective: To handle all incoming and outgoing calls promptly, courteously, and professionally, reflecting the hotel’s brand image.

Procedure:

1. Answer Promptly: All calls must be answered within three rings.
2. Standard Greeting: Answer with a pleasant, clear tone: “Good [Morning/Afternoon/Evening], [Hotel Name], [Your Name] speaking, how may I assist you?”
3. Identify Caller: If the caller does not identify themselves, politely ask, “May I know who is calling, please?”
4. Listen Actively: Pay close attention to the caller’s request. Take notes if necessary.
5. Hold Procedure: If you need to put a caller on hold, always ask for permission: “May I put you on a brief hold while I check that for you?” Wait for their consent. Check back every 30 seconds if the hold is extended.
6. Transferring Calls: If transferring, inform the caller who you are transferring them to and why: “I will transfer you to our Reservations Department; they will be able to assist you with that.” Ensure the person you are transferring to is available.
7. Taking Messages: If the requested person is unavailable, offer to take a message. Record the caller’s name, company (if applicable), phone number, date, time, and a clear, concise message. Ensure the message is relayed promptly.
8. Concluding Call: Thank the caller for calling: “Thank you for calling [Hotel Name].” Wait for the caller to hang up first, unless it’s an internal call.
9. Emergency Calls: Prioritise and handle all emergency calls with utmost urgency and follow pre-defined emergency protocols.

Key Points: Professionalism, clarity, politeness, efficiency.

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2. Room Blocking

Objective: To strategically allocate rooms to guests based on their preferences, reservation details, and operational efficiency, ensuring a smooth check-in experience.

Procedure:

1. Access Reservation System (PMS): Log in to the Property Management System (PMS) and navigate to the room blocking module.
2. Review Arrivals: Check the arrival list for the upcoming day(s).
3. Prioritise Blocking:
   • VIPs/Loyalty Members: Block premium rooms, ensuring all special requests (e.g., higher floor, specific view) are met.
   • Long Stays: Allocate rooms that are less likely to require frequent changes.
   • Groups: Block rooms together, preferably on the same floor or adjacent floors, as per group coordinator’s request.
   • Special Requests: Pay attention to all requests like connecting rooms, non-smoking, accessibility rooms, specific bed types, etc.
4. Check Room Status: Ensure blocked rooms are “vacant and clean” (VC) or expected to be so by check-in time. Coordinate with Housekeeping for any discrepancies.
5. Buffer Rooms: Always keep a few “buffer” rooms unblocked for last-minute changes, walk-ins, or unexpected issues.
6. Accuracy: Double-check room numbers and guest names to avoid errors.
7. Update PMS: Mark the room as “blocked” in the PMS against the respective reservation.
8. Communication: Inform Housekeeping of any special blocking requirements or VIP arrivals.

Key Points: Proactive planning, attention to detail, guest satisfaction.

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3. Check-In

Objective: To efficiently and courteously register arriving guests, provide necessary information, and ensure a positive first impression.

Procedure:

1. Warm Welcome: Greet the guest with a genuine smile and a warm “Good [Morning/Afternoon/Evening], Welcome to [Hotel Name].”
2. Reservation Retrieval: Ask for the guest’s name and locate their reservation in the PMS. Confirm details (dates, room type, rate).
3. Verification of Identity:
   • Indian Guests: Request a valid government-issued photo ID (Aadhar Card, Driving License, Passport, Voter ID). Take a photocopy/scan as per hotel policy.
   • Foreign Guests: Mandatorily request Passport and Visa. Take a photocopy/scan.
4. Registration Card: Present the Registration Card (RC) for the guest to fill in or verify pre-filled details. Ensure all mandatory fields (Name, Address, Phone, Email, Company, ID details) are completed and signed.
5. Room Assignment: Confirm the assigned room number. Explain room features and amenities briefly.
6. Payment Method: Ask for the preferred method of payment.
   • Cash/Debit Card: Collect the full estimated room charges for the stay upon check-in.
   • Credit Card: Pre-authorise the credit card for the total estimated stay amount plus a pre-defined amount for incidentals (e.g., INR 2000 per night). Explain this to the guest clearly.
   • Company Bill/Direct Bill: Verify billing instructions. Ensure a valid LPO/Company Guarantee letter is on file.
7. Key Card Issuance: Prepare and issue key cards. Provide clear instructions on how to use them and the room number.
8. Luggage Assistance: Offer bell desk assistance for luggage: “Our bell desk will be happy to assist you with your luggage.”
9. Hotel Information: Briefly inform the guest about key hotel facilities (e.g., restaurant timings, Wi-Fi details, breakfast location, fitness centre).
10. Farewell: “Enjoy your stay, Mr./Ms. [Guest Name]. Should you need anything, please dial ‘0’ for Front Desk.”

Key Points: Efficiency, legal compliance, security, warmth.

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4. Walk-In Guest

Objective: To convert potential walk-in guests into confirmed reservations by efficiently offering available rooms and rates.

Procedure:

1. Warm Welcome: Greet the walk-in guest with a warm smile and “Good [Morning/Afternoon/Evening], Welcome to [Hotel Name].”
2. Enquire Needs: “How may I assist you today?” or “Are you looking for a room?”
3. Check Availability: Access the PMS to check real-time room availability for the requested dates and room types.
4. Offer Best Available Rate (BAR): Quote the Best Available Rate for the suitable room types. Highlight any ongoing promotions or packages.
5. Show Room (Optional): If the guest requests and it’s feasible (i.e., room is vacant and clean), offer to show a sample room. Coordinate with Bell Desk/Housekeeping.
6. Confirm Booking: Once the guest agrees, proceed with the standard Check-In procedure (refer to SOP #3).
7. Collect Payment: Collect full payment for the estimated stay or pre-authorise credit card as per policy.
8. Complete Registration: Ensure all details on the Registration Card are filled out and signed.
9. Key Card Issuance: Issue key cards and provide hotel information.

Key Points: Salesmanship, quick service, flexibility.

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5. In-Car Check-In

Objective: To offer an exclusive, seamless, and convenient check-in experience for VIP guests, ensuring minimal disruption.

Procedure:

1. Pre-Arrival Coordination: This service is typically pre-arranged for VIPs. Front Office Manager or Duty Manager will inform the Front Desk team of the guest’s arrival and the “In-Car Check-In” request.
2. Preparation: Have the guest’s pre-filled Registration Card ready. Ensure key cards are prepared. Inform Bell Desk to be ready for luggage.
3. Greeting at Vehicle: As the guest’s vehicle arrives at the porte-cochère, a designated Front Office team member (e.g., Duty Manager, Senior Guest Service Associate) will approach the car.
4. Warm Welcome: Greet the guest by name: “Good [Morning/Afternoon/Evening], Welcome, Mr./Ms. [Guest Name]. It’s a pleasure to have you here.”
5. Brief Formalities:
   • Present the pre-filled Registration Card for quick signature.
   • Collect ID/Passport for quick verification and return it immediately.
   • Confirm payment method if not already pre-arranged.
6. Key Card Handover: Hand over the key card(s).
7. Luggage Assistance: Inform the guest, “Our Bell Desk will take care of your luggage and have it sent directly to your room.”
8. Escort to Room: Offer to escort the guest directly to their room, bypassing the Front Desk.
9. Thank You: “Enjoy your stay, Mr./Ms. [Guest Name].”

Key Points: Exclusivity, speed, personalised service, discretion.

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6. Group Check-In

Objective: To efficiently manage the check-in process for large groups, ensuring minimal waiting time and a coordinated experience.

Procedure:

1. Pre-Arrival Preparation:
   • Group Resume: Review the Group Resume (received from Sales/Reservations) well in advance. Note arrival time, rooming list, billing instructions, special requests.
   • Room Blocking: Ensure all rooms are pre-blocked together (refer to SOP #2).
   • Key Cards: Pre-encode and sort key cards by individual name or room number.
   • Registration Cards: Pre-fill Registration Cards with common group details.
   • Welcome Kit: Prepare welcome kits/envelopes (if any) with key cards, meal coupons, Wi-Fi details, etc.
   • Designated Area: If possible, set up a dedicated check-in desk or area for the group.
2. Meet & Greet: A Front Office supervisor or Duty Manager should meet the group leader/tour manager upon arrival.
3. Master Check-In (if applicable): If billing is on a master account, the group leader will sign for all rooms. Individual guests may still need to complete basic details/ID.
4. Individual Check-In:
   • Guests approach the designated desk.
   • Verify identity against the rooming list.
   • Hand over pre-prepared key cards and welcome kits.
   • Briefly explain meal timings, Wi-Fi, and main facilities.
   • Collect incidental deposits from individuals if required as per group billing.
5. Luggage Handling: Coordinate closely with the Bell Desk for swift luggage distribution to rooms.
6. Troubleshooting: Be prepared for last-minute changes, no-shows, or unexpected additions. Coordinate with Reservations/Sales.
7. Communication: Maintain open communication with the group leader throughout the process.

Key Points: Organisation, speed, coordination, communication.

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7. Message Handling

Objective: To accurately receive, record, and deliver messages to in-house guests promptly and efficiently.

Procedure:

1. Receive Message:
   • Phone Call: If a call comes for a guest, and the guest is unavailable, offer to take a message.
   • Walk-in: If someone leaves a message at the desk.
2. Record Details: Use the designated Message Slip. Clearly write:
   • Date and Time received
   • Guest’s Full Name and Room Number
   • Caller’s Full Name and Contact Number (if applicable)
   • Company Name (if applicable)
   • Clear and concise Message content
   • Your Name/Initials
3. Urgency:
   • Urgent/Emergency Messages: Immediately contact the guest via their room phone. If no answer, try their mobile number (if available). If still no contact, inform the Duty Manager for further action.
   • Non-Urgent Messages: Place the message slip in the guest’s room key slot or designated message pigeonhole at the Front Desk.
4. Delivery to Room:
   • For urgent messages, attempt to deliver in person if the guest is not answering their phone.
   • For non-urgent messages, notify the guest upon their return to the hotel, or inform Housekeeping to place it in the room during turn-down service (if applicable).
5. Logging: Log all messages in the PMS or a manual logbook for tracking purposes.

Key Points: Accuracy, promptness, confidentiality, clarity.

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8. Parcel Handling

Objective: To safely and efficiently receive, store, and deliver parcels for in-house guests or hotel departments.

Procedure:

1. Receiving Parcel:
   • Verify Sender/Recipient: Check the package for clear sender and recipient details.
   • Log Entry: Immediately log the parcel in the “Parcel Register” (manual or digital). Record: Date, Time, Sender, Recipient’s Name, Room Number (if guest), Content (if known/declared), Number of packages, Your Name/Signature.
   • Inspect Condition: Note any visible damage to the parcel.
   • Security Check: For suspicious packages, follow hotel security protocols (e.g., inform Security, do not touch).
2. Storage: Store parcels securely in the designated parcel storage area (e.g., luggage room, dedicated shelf). Ensure it’s not obstructing fire exits.
3. Notification to Guest:
   • In-house Guest: As soon as feasible, call the guest’s room to inform them of the parcel arrival.
   • “Hold For Arrival” Guests: Mark the parcel clearly and store it until the guest checks in. Notify them upon check-in.
4. Delivery:
   • Guest Collection: When the guest comes to collect, verify their identity (Name, Room No.). Ask them to sign the Parcel Register.
   • Delivery to Room: If the guest requests delivery to their room, coordinate with the Bell Desk. Bell Desk staff will obtain the guest’s signature upon delivery.
5. Out-going Parcels: For guests sending parcels, direct them to the Concierge or Bell Desk for assistance with courier services. Do not handle outgoing cash transactions for couriers at Front Desk unless specifically authorised.

Key Points: Security, meticulous logging, prompt delivery, safety.

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9. Upselling

Objective: To maximise hotel revenue by encouraging guests to choose higher-category rooms or additional services/amenities during check-in or reservation.

Procedure:

1. Identify Opportunities:
   • Reservation Check: Review upcoming reservations for guests booked in standard categories.
   • Walk-in: Identify walk-in guests with flexible budgets.
   • Check-in: During the check-in process, after confirming the booked room type.
2. Know Your Inventory: Be familiar with all room types, their features, and benefits (e.g., larger size, better view, executive lounge access, special amenities).
3. Qualify the Guest: Based on their profile (e.g., business traveler, couple, family), suggest a room type that aligns with their potential needs.
4. Present Benefits, Not Just Features: Instead of “It’s a Deluxe Room,” say, “For just INR [X] more, you can enjoy our spacious Deluxe Room with a stunning city view and complimentary access to our Executive Lounge, perfect for a relaxing evening.”
5. Use Positive Language: “Would you be interested in experiencing our Executive Suite for a nominal upgrade charge?” rather than “Do you want to upgrade?”
6. State the Price Clearly: Always state the additional per-night charge for the upgrade.
7. Handle Objections: If the guest declines, politely accept and proceed with their original booking. Do not be pushy.
8. Record Upsell: If successful, update the PMS with the new room type and rate.

Key Points: Salesmanship, product knowledge, value proposition, non-pressuring approach.

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10. Room Change

Objective: To efficiently manage guest requests for room changes due to preference or unforeseen issues, ensuring minimal inconvenience.

Procedure:

1. Listen & Understand: Listen carefully to the guest’s reason for the room change request (e.g., noise, view, amenity issue, personal preference). Apologise for any inconvenience.
2. Check Availability: Access the PMS to check for available rooms that meet the guest’s new requirements.
3. Decision Making:
   • Service Recovery: If due to a hotel issue (e.g., AC not working), offer a room of equal or higher category as a service recovery measure, potentially waiving any price difference if the issue was significant.
   • Guest Preference: If purely for preference, inform the guest if there’s a rate difference.
4. Allocate New Room: Identify a suitable, vacant, and clean room.
5. Update PMS:
   • Move Guest Profile: In the PMS, perform a “room move” or “change room” function. This ensures all charges and history transfer to the new room number.
   • Update Status: Mark the old room as “dirty” (OD) for Housekeeping to clean and the new room as “occupied.”
6. Key Card Exchange: Issue a new key card for the new room. Collect the old key card.
7. Luggage Assistance: Immediately arrange for Bell Desk to assist with moving the guest’s luggage to the new room. Follow up to ensure it’s done promptly.
8. Communication: Inform Housekeeping of the room change for cleaning purposes.
9. Follow Up: A brief call to the guest’s new room after they’ve settled in: “Just checking if everything is satisfactory in your new room?”

Key Points: Empathy, efficiency, service recovery, coordination.

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11. Handling Petty Cash

Objective: To manage and disburse small amounts of cash for minor hotel expenses, ensuring proper documentation and accountability.

Procedure:

1. Designated Custodian: A specific Front Office team member (e.g., Front Office Supervisor/Duty Manager) is typically responsible for petty cash.
2. Petty Cash Float: Ensure the petty cash box has a pre-defined float amount (e.g., INR 5,000).
3. Authorisation: All petty cash disbursements must be authorised by a designated supervisor/manager.
4. Voucher Creation: For every disbursement, a “Petty Cash Voucher” must be filled out, including:
   • Date
   • Amount
   • Purpose of Expense
   • Recipient’s Name/Department
   • Authorising Signature
   • Recipient’s Signature (acknowledging receipt of cash)
5. Receipts: Always obtain a valid bill/receipt for every expense paid out from petty cash. Attach it to the voucher.
6. Replenishment: When the petty cash balance runs low, prepare a “Petty Cash Reimbursement Request” with all vouchers and receipts attached. Submit to Accounts for replenishment.
7. Daily Reconciliation: At the end of each shift, the petty cash custodian must reconcile the cash on hand with the total of the float and disbursed vouchers. Any discrepancies must be reported immediately.
8. Security: Keep the petty cash box locked and secure at all times.

Key Points: Accountability, documentation, security, reconciliation.

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12. Single Lady Traveler

Objective: To ensure the comfort, safety, and security of single lady travelers, providing them with a feeling of being valued and protected.

Procedure:

1. Discreet Room Assignment: Whenever possible, avoid assigning single lady travelers rooms on the ground floor or isolated areas. Prefer rooms closer to elevators or high-traffic areas.
2. Room Number Discretion: When announcing the room number, be discreet. Do not say it aloud for everyone to hear. Write it down on the key card folder.
3. Escort to Room: Always offer a Bell Desk escort to the room. The Bell Desk staff should knock, wait for the guest to enter, and ensure the room is satisfactory before leaving.
4. No Unauthorised Key Duplication: Under no circumstances should a key be issued to anyone claiming to be for a single lady traveler’s room unless verified with the guest directly.
5. Message/Parcel Delivery: Inform the guest about any messages or parcels discreetly. Do not announce them loudly.
6. Room Service/Housekeeping Protocols: Ensure all staff entering the room (e.g., Room Service, Housekeeping) properly identify themselves and knock before entering.
7. Emergency Contact: Ensure hotel emergency numbers and procedures are clearly displayed in the room.
8. Training: All staff, especially male staff, interacting with single lady travelers must be trained on appropriate conduct and discretion.
9. Reporting Suspicious Activity: Any suspicious activity reported by or concerning a single lady traveler must be treated with immediate priority and reported to Security/Duty Manager.

Key Points: Safety, security, discretion, respect, attentiveness.

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13. Foreign Currency Exchange

Objective: To provide a convenient and secure foreign currency exchange service for in-house guests, adhering to all regulatory guidelines.

Procedure:

1. Authorisation: Only designated Front Office personnel (e.g., FO Supervisor, Duty Manager) are authorised to perform currency exchange.
2. Display Exchange Rates: Ensure the daily exchange rates for major currencies (e.g., USD, EUR, GBP, AUD, SGD) are prominently displayed at the Front Desk, as per regulatory requirements. Rates must be updated daily.
3. Guest Verification:
   • In-house Guest Only: Currency exchange service is typically only for in-house guests. Verify their name and room number.
   • Passport/ID: Mandatorily ask for the guest’s passport for foreign currency exchange. Note down passport details.
4. Transaction Form: Fill out the “Foreign Currency Exchange Form” accurately. This form must include:
   • Date and Time
   • Guest Name and Room Number
   • Passport Number
   • Currency Exchanged (e.g., USD to INR)
   • Amount Received (Foreign Currency)
   • Applicable Exchange Rate
   • Amount Dispensed (Indian Rupees)
   • Any Commission/Charges (clearly stated)
   • Guest’s Signature
   • Staff Signature
5. Currency Verification: Use a currency detector machine to check for counterfeit notes.
6. Dispense Cash: Count the Indian Rupees clearly in front of the guest and hand it over.
7. Receipt: Provide the guest with a copy of the signed exchange form/receipt.
8. Record Keeping: Maintain a detailed logbook of all foreign currency exchange transactions for auditing purposes, as required by the Reserve Bank of India (RBI) and local regulations.
9. Security: Handle foreign currency and Indian Rupees discreetly and securely.

Key Points: Legal compliance, accuracy, security, transparency.

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14. Cash Paid Out

Objective: To process minor cash disbursements on behalf of guests (e.g., taxi fare, postage) and post them to their room account, ensuring proper documentation.

Procedure:

1. Guest Request: Guest requests Front Office to pay a small amount of cash on their behalf (e.g., for a taxi, a quick errand delivery).
2. Verify Guest: Confirm the guest’s name and room number.
3. Transaction Limit: Ensure the amount is within the hotel’s pre-defined “cash paid out” limit (e.g., INR 1,000). For larger amounts, direct guests to an ATM or provide a secured loan facility as per hotel policy.
4. Voucher Creation: Fill out a “Cash Paid Out Voucher”:
   • Date and Time
   • Guest Name and Room Number
   • Amount Paid Out
   • Purpose/Reason for Paid Out
   • Guest’s Signature (authorising the charge to their room)
   • Front Desk Staff Signature
5. Post to Room Account: Immediately post the “Cash Paid Out” amount to the guest’s room folio in the PMS.
6. Dispense Cash: Count the cash clearly and hand it to the guest or the third party (e.g., taxi driver).
7. Record Keeping: Maintain the signed voucher for auditing and reconciliation.
8. No Personal Loans: Front Office staff must not offer personal loans to guests from their own cash or petty cash.

Key Points: Accountability, proper documentation, guest convenience.

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15. Check-Out

Objective: To efficiently and courteously process guest departures, finalise billing, and ensure a positive last impression.

Procedure:

1. Warm Greeting: Greet the departing guest with a smile and “Good [Morning/Afternoon/Evening], checking out, Mr./Ms. [Guest Name]?”
2. Retrieve Folio: Locate the guest’s folio in the PMS.
3. Review Charges: Present the guest with their bill. “Would you like to review your bill, Mr./Ms. [Guest Name]?” Explain all charges clearly. Address any discrepancies or queries politely and professionally. Coordinate with relevant departments if a dispute arises.
4. Confirm Payment Method: “How would you like to settle your bill today?”
   • Cash: Collect cash, count it clearly, and provide change if necessary.
   • Credit Card: Process the credit card payment through the POS machine. Obtain guest signature if required.
   • Direct Bill/Company Bill: Verify billing instructions. Ensure the company guarantee/LPO is on file. Obtain guest signature on the folio confirming charges.
5. Incidental Deposit Release: If a credit card pre-authorisation was taken, inform the guest that the hold will be released by their bank within a few business days (explain the bank’s processing time). If a cash deposit was taken, return it to the guest.
6. Final Bill Print: Print the final bill/invoice and hand it to the guest.
7. Key Card Collection: Collect all key cards.
8. Luggage Assistance: Offer Bell Desk assistance for luggage: “May our bell desk assist you with your luggage?”
9. Feedback & Farewell: “Did you enjoy your stay with us, Mr./Ms. [Guest Name]?” Thank them for their patronage and invite them back: “Thank you for staying at [Hotel Name]. We look forward to welcoming you back soon!”

Key Points: Accuracy, efficiency, politeness, salesmanship (for return visits).

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16. Group Check-Out

Objective: To streamline the check-out process for large groups, ensuring accurate billing and efficient departure.

Procedure:

1. Pre-Departure Coordination:
   • Group Resume Review: Reconfirm departure time, billing instructions (master account vs. individual extras), and any special arrangements.
   • Folio Preparation: For master bills, ensure all master charges are correctly posted. For individual folios, ensure all personal charges are updated.
   • Departure Briefing: A Front Office supervisor should brief the group leader/tour manager about the check-out process beforehand.
2. Designated Check-Out Area: If feasible, set up a dedicated check-out counter for the group.
3. Master Account Settlement:
   • Present the master bill to the group leader for review and signature.
   • Process payment as per agreed terms (e.g., bank transfer, company credit card, direct bill).
4. Individual Extras Settlement:
   • Direct individual guests with extras to designated counters.
   • Process their individual payments (cash/credit card) for their personal charges.
5. Key Card Collection: Collect all key cards, ideally in a designated drop-box to speed up the process.
6. Luggage Handling: Coordinate extensively with the Bell Desk for bulk luggage collection and loading onto transport. This is crucial for group efficiency.
7. Feedback & Farewell: Thank the group for their stay. Offer assistance with transportation or onward journey planning.
8. Post-Departure: Ensure all group folios are closed and filed correctly.

Key Points: Planning, coordination, speed, accuracy in billing.

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17. Turn Away / Farm Out Guest

Objective: To professionally handle situations where the hotel is overbooked or unable to accommodate a guest, ensuring minimal guest dissatisfaction and finding alternative accommodation.

Procedure:

1. Verification: Double-check the reservation and hotel availability. Ensure there is absolutely no room available. This decision should typically be made by the Front Office Manager or Duty Manager.
2. Sincere Apology: Approach the guest with a sincere apology: “Mr./Ms. [Guest Name], I am extremely sorry to inform you that due to unforeseen circumstances, we are currently unable to accommodate you at [Hotel Name] tonight.”
3. Explain (Briefly, Not Blame): Do not blame any specific department. State the situation neutrally: “We are currently overbooked,” or “We have an unexpected operational constraint.”
4. Offer Alternative Accommodation (Farm Out):
   • Pre-arranged Partner Hotel: Contact a pre-arranged partner hotel of similar or higher standard. Confirm availability and rate.
   • Arrangement: Offer to arrange and pay for the taxi to the alternative hotel.
   • Call Ahead: Call the alternative hotel to inform them of the guest’s arrival and the situation.
   • Payment: Offer to pay for the first night’s stay at the alternative hotel, as a gesture of goodwill (this is standard practice).
   • Breakfast/Meals: Offer to cover breakfast/dinner at the alternative hotel, or provide a meal voucher if applicable.
5. Call to Action: “We have made arrangements for you at [Partner Hotel Name], which is a [brief description of standard, e.g., similar 5-star property] located nearby. We will arrange a taxi for you immediately, and the first night’s stay is on us.”
6. Transportation: Arrange for the taxi to pick up the guest promptly.
7. Follow Up:
   • Call the partner hotel to confirm the guest’s arrival.
   • Follow up with the guest the next day to ensure they are comfortable.
8. Record Keeping: Document the “turn away” incident in the PMS and a logbook, noting the reason, alternative hotel, and compensation offered. Inform General Manager/Front Office Manager.
9. No-Show Policy: If the guest is a “no-show” and was due to pay a no-show charge, ensure the turn-away process is managed carefully to avoid conflicting charges.

Key Points: Sincerity, problem-solving, guest recovery, professionalism, financial responsibility.