Reservation Confirmation Checklist – The Ultimate Guide

(For Front Office Teams Who Hate Mistakes & Love Happy Guests!)

Ensuring a flawless reservation process is the first step to guest satisfaction. A tiny slip here can lead to overbookings, angry guests, or missed revenue. Use this bulletproof checklist to confirm every booking like a pro.

📌 Step 1: Verify Reservation Details (No Room for Errors!)

✅ Guest Name(s):

  • First & last name exactly as per ID (avoid “Mr. John” vs. “John Smith” mismatches).
  • For groups, confirm all names (especially for multiple rooms).

✅ Contact Information:

  • Phone number (with country code for international guests).
  • Email (check for typos—”gmail.con” won’t work!).

✅ Dates & Stay Duration:

  • Check-in/Check-out dates (watch for time zone mix-ups!).
  • Number of nights (a guest booking “Jan 5-7” = 2 nights, not 3!).

✅ Room Type & Quantity:

  • Single/Double/Twin/Suite (a “double” bed request ≠ “twin beds”).
  • Number of rooms (critical for group bookings).

✅ Special Requests (The Devil’s in the Details!):

  • Early check-in / Late check-out?
  • Smoking vs. non-smoking?
  • Extra bed, crib, or wheelchair access?
  • High floor, quiet room, or near elevator?

💰 Step 2: Payment & Guarantee (No Surprises!)

✅ Booking Source:

  • Direct (phone/website)?
  • OTA (Booking.com, Expedia)?
  • Travel agent/corporate rate?

✅ Payment Method:

  • Credit card guarantee (check expiry date & authorization hold).
  • Prepaid? (verify payment receipt).
  • Cash deposit policy (if applicable).

✅ Cancellation Policy:

  • Deadline (24/48/72 hours before arrival?).
  • No-show charge (remind guest if non-refundable).

✅ Corporate/Travel Agent Bookings:

  • Billing instructions (direct bill? Company PO number?).
  • Rate inclusions (breakfast, airport transfer?).

📩 Step 3: Pre-Arrival Communication (Make Them Feel Expected!)

✅ Confirmation Email/SMS (24-48 Hours Before Arrival):

  • Personalized greeting (“Dear Mr. Smith, we’re excited to host you!”).
  • Hotel address & contact number (with WhatsApp link if possible).
  • Check-in/out times & late arrival instructions (key drop-off?).

✅ Special Request Follow-Up:

  • “We’ve noted your request for a quiet room—rest assured!”
  • If a request can’t be fulfilled, inform guest in advance.

✅ For VIPs/Repeat Guests:

  • Call personally to confirm.
  • Mention loyalty benefits (“As a Gold member, you get free late check-out!”).

💻 Step 4: System & Documentation (Avoid Tech Glitches!)

✅ Update PMS (Property Management System):

  • Tag special requests (all departments should see them).
  • Block the correct room type (no last-minute swaps!).

✅ Backup & Cross-Check:

  • Print reservation (for front desk backup).
  • Sync with Housekeeping & F&B (for amenities/early check-ins).

✅ For Group Bookings:

  • Rooming list verified?
  • Master billing or individual payments?

🔍 Step 5: Final Pre-Arrival Review (Double-Check Everything!)

✅ Room Availability:

  • No overbookings! (Check walk-in policy if full).
  • Early arrivals? Have a backup plan (luggage storage, lounge access).

✅ Special Arrangements:

  • Birthday/anniversary surprise? Confirm with F&B.
  • Airport pickup? Share guest flight details with transport team.

✅ Handover to Next Shift:

  • Highlight VIP arrivals.
  • Any unresolved issues? (e.g., pending payment).

🚀 Tips for Perfection:

✔ “Assume nothing!” A guest who booked a “king bed” might expect a California King—always clarify.
✔ For OTAs: Check rate restrictions (non-refundable? Breakfast included?).
✔ Misspelled names? Fix them before check-in to avoid billing issues.

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