HANDLING AN INCOMING RESERVATION LIKE A PRO

Every reservation is an opportunity to wow our guests and set them up for an unforgettable stay. Whether it’s a standard booking, a special request, or a corporate traveler, handling reservations properly ensures smooth operations, avoids errors, and maximizes guest satisfaction.

Here’s what you need to know when handling incoming reservations, guest agreements, and credit card updates.

Why It Matters:

• Accuracy is everything. The details in WebRez affect rates, guest communication, and overall experience.

• It sets the tone for the stay. Thoughtful touches—like recognizing special occasions or upselling experiences—enhance guest satisfaction.

• It keeps us organized. Proper notes, color coding, and updates prevent confusion and duplicate efforts.

Who This Applies To:

• Front Desk Team handling reservations, guest agreements, and WebRez updates.

Your Role as a Team Member:

• Review every reservation carefully—small details matter!

• Ensure all guest information is accurate before sending the confirmation email.

• Follow up on special requests, upsells, or missing details to provide a seamless experience.

• Use proper notes and color coding in WebRez to keep everything clear for the team.

• If there’s uncertainty, escalate to Erika or a manager.

HOW TO HANDLE INCOMING RESERVATIONS: A Quick Breakdown

When an ONLINE RESERVATION Arrives:

📌 Step 1: Open in WebRez

• Always start here! Copy the confirmation # and open the reservation in WebRez—email confirmations don’t show everything.

📌 Step 2: Review Guest Details

• Check dates and room selection—anything unusual or needing formatting fixes? (e.g., The first letter of a name should be capitalized.)

• Confirm guest count—did they book for 1 or 2 guests? Update if needed, since package pricing & fire safety depend on this.

📌 Step 3: Check Estimated Time of Arrival (ETA)

• Before 3 PM? Send the Early Arrival Request email template.

• After 8 PM? Note as a Late Arrival and follow up once the Guest Agreement is returned (or 48 hours before arrival).

📌 Step 4: Review Notes & Upsell Opportunities

• Special occasion? Send the appropriate Upsell Email Template.

• Asked about things to do? Send the Things to Do Email Template.

• Bringing a dog? Contact the guest to add the PAWS & STAY rate and confirm they understand the Pup Policy.

📌 Step 5: Mark It in WebRez

• Any reservation with a package or stay add-on should be color-coded PURPLE.

• Add clear notes in the comments section so the team knows what's included.

📌 Step 6: Corporate Guests & the ‘Unboring Business Rate’

• If they seem like a corporate guest but didn’t book under the Unboring Business Rate, check:

  • Email domain (corporate email?)

  • If they selected "Traveling for Business" in the market code

  • If they’re a solo traveler

• If the reservation is less than 4 days out, DO NOT switch to the Unboring Business Rate (otherwise, they’ll get duplicate emails). If you are unsure, take a look at the activity outline at the bottom of the reservation to see if the confirman + pre-arrival emails were already sent.

• If it’s a corporate account, select the correct company from the drop-down menu.

📌 Step 7: Handling Travel Agents/Assistants

• Assistants often book for guests but lack full details (mobile, CVV code, etc.).

• We need this info! Kindly but firmly ask them to provide it—late arrivals are common, and we need mobile numbers & payment details upfront. If we are waiting for this information, make a note, so we can follow-up BEFORE the day of arrival.

When a GUEST AGREEMENT is Returned:

📌 Step 1: Open the Reservation & Review the Agreement

📌 Step 2: Confirm Arrival Time & Note It as "Confirmed" in Webrez.

📌 Step 3: Copy Special Comments into the Guest Comments section of the reservation. If anything we didn't know about is noted here, ie. a special occasion, take this information and run with it...

When a CREDIT CARD is Updated or a PRE-AUTHORIZATION IS RECEIVED:

📌 Step 1: Make a Note in the Reservation

📌 Step 2: Delete the Previous Card on File to prevent accidental charges.

TWO-NIGHT MINIMUM POLICY & SINGLE-NIGHT BOOKINGS

⏳ Applies to Weekend Reservations

• The Grove Hotel: May 1 – October 1

• The Grove Motel: July 1 – September 1

• "Weekends" include Friday OR Saturday stays.

📌 Single-Night Openings (‘One Rate Stand’ Policy)

• Single-night bookings open up on Thursday after 10 AM based on availability.

• First come, first served—we do NOT put guests on waiting lists.

• If guests inquire weeks in advance, let them know they must call on the Thursday before.

📌 Single-Night Rate & Payment

• Book these stays under ONS Rate, which fluctuates—check before quoting the guest.

• **Full payment is required at booking, and the reservation is non-refundable.

📌 How to Handle Inquiries About Single-Night Stays:

• 48 hours before arrival: Use the AKIA text template to send a booking link.

• Earlier than 48 hours? Tell them to call on Thursday at 10 AM for availability.

FINAL NOTES FOR THE TEAM:

✅ Double-check WebRez for every reservation—email details aren’t always complete.

✅ Use the right color coding & notes to keep reservations clear for everyone.

✅ Upsell & tailor guest experiences—it’s an easy way to enhance their stay.

✅ Escalate issues early—if something seems off, flag it with Erika or a manager.

Let’s keep reservations seamless, accurate, and guest-focused! 🚀