Hotel Waitlist Procedure

Hotel Waitlist Procedure

Let's review how waitlists are handled within CCO

Start

When guests request availability and we do not have what they have requested, we can take a few steps before offering to put on the waitlist.

If no availability is displayed, first verify that this is not due to opening/closing dates or a hotel buyout. Should either of these be the cause, inform the guest, explaining that placement on the waiting list is not possible.

Step 2: Upsell to a higher category

If a guest requests double room & they are unavailable, we should always offer the next category

Step 3: If possible, always try and cross sell another hotel

If a guest requests VSA, but we are sold out, you should always offer GHT.

Step 1: Verify why there's no space

Title

Title

Title

Use this side to give more information about a topic.

Use this side to give more information about a topic.

Use this side to give more information about a topic.

Subtitle

Subtitle

Subtitle

In some cases, we may be able to offer an exception and oversell a category to accommodate a guest. Follow the steps below to check.

Example: Guest requests availability for a GRDR at VSA for May 2 - 6. When you open rate shop, it does not return.

You can put UGRBAR in the Rate Plan field and select Show Restricted Sell Options to see if it is unavailable for the entire stay, or if it is just certain nights.

You can also double check to see the true room inventory in Availability Summary:

This would be an appropriate time to ask for an exception to oversell the category, as there is only one night unavailable.

How to check for an exception

Advise

Offer

Check

If unable to make an exception, proceed with inputting a waitlist reservation in HMS

• The waitlist needs to be inserted with all the correct details e.g. booked for the correct room category desired, all guest/TA information saved (email address, phone number etc.)

• Always include notes on the booking with more details, such as their original request, if they have flexibility with dates/budget, etc.

• Also include note that you have checked with revenue and confirmed an exception was not available for specific dates.

• Ensure the Guarantee and Booking Status both show “Waitlist” as per the HMS Manual

• If a guest books SPM but prefers SPL, enter a waitlist for SPL with detailed notes including the confirmation number and the fact that they are already booked at SPM. The same approach should be used for GHT/VSA, CAP/LAS, etc

When to not check for an exception

• The guest is requesting an accommodation we only have 1 of
• Example: Guest is requesting a SS&V or specialty suite that is not available
• The entire hotel is sold out (excluding buyouts as these should not be waitlisted)

When not to input a waitlist reservation

1. If a guest confirms a higher category but would prefer a lower priced category. This should be included as a note on the confirmed booking

2. If there is a confirmed buyout of the hotel during the requested period. You can check this via the Availability Summary in HMS

What to do once waitlist space has been offered

After offering space, either cancel the waitlist reservation or change the status to reserved

Advise the guest that we are going to double check our availability If over email, use “Holding Statement – Availability Request” Template in Salesforce

If able to make an exception, offer to the guest. If the guest would like to confirm, always include a note in the booking about the exception & who approved it

Check with the appropriate revenue team contact about the exception Include which hotel, dates, and screenshot of availability for the team to review

How to Check for a Buyout

Launch Reservation Deck and hit “Availability Summary” at the bottom of the screen

• Review “Inventory” total, expand the “Sold” tab and compare to see if there is a group block. If yes, this means there is a buyout and a waitlist should not be offered.