Sold out booking enquiry

• Very often in hotels reservation agents gets booking enquiry for dates when either the hotel is sold out or certain room types.
• Note down guest name, mobile number, Arrival and departure date and room type requested by the guest on the reservation form.
• Explain to the guest / booker that the hotel or the specific room type which they have requested for is fully booked.
• Try to be transparent with the guest and provide the reasons for this. Eg: "I am extremely sorry Mr. Ralph the hotel is fully booked on those dates there is a Doctor’s conference held at the hotel"
• Always provide alternate solution for regular guests, hotel loyalty program members, bookings from top company / travel agent accounts and those guests who was denied reservation earlier also.

If the room type is sold out then:

• Explain other types of rooms which are available on the requested period.
• Try and up sell higher category room to the guest.
• In case a of VIP guest or higher tier loyalty program member, then provide a upgrade to higher category.
• Providing upgrade may depend as per hotel policy, in some case an approval from Front office manager / Reservation manger is required to approve an upgrade request.

If Hotel is sold out then:

• Ask the guest if she would like to change the dates of the reservation to an alternative date.
• Offer alternative date "We would have room available from the 10th onwards”
• Offer the choice of sister hotel in the city when possible or similar hotels of the same category.
• Arrange for a reservation in the sister hotel if the guests is OK with this offer and confirm back to the guest once the reservation is made.
• Take reservation on a waitlisted basis and assure the guest that we will get back to him as soon as there is an any availability due to cancellations or amendments.
• Offer guest about details of other hotel alternative same level of service and pricing.
• Offer any other assistance and ensure the guest of priority the next time. 
• Make sure to record this enquire as turned down business or turn away after applying appropriate turn away reasons.
• Wish the guest a nice day ahead.