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How are reservations managed? (FO-002)

Learn the Pure Hospitality standard for managing guest reservations, ensuring accuracy, maximising revenue and establishing the guest relationship from the very first enquiry.

 FO-002 | Reservations Management
Department Front Office
Document Number FO-002
Version 1.1
Effective Date July 2026
Owner Front Office Manager
Classification Pure Hospitality Operating Standard
Review Cycle Annual
Purpose

The reservation process is often the guest's first interaction with the hotel.

It is much more than accepting a booking—it is the beginning of a long-term relationship with the guest.

Every reservation should establish a complete and accurate guest profile that enables personalised service before arrival, throughout the stay and after departure.

Scope

This procedure applies to all reservations received via:

  • Telephone
  • Hotel Website
  • Booking Engine
  • Email
  • Online Travel Agencies (OTAs)
  • Global Distribution Systems (GDS)
  • Corporate Clients
  • Travel Agents
  • Sales Team
  • Walk-in enquiries
The Pure Hospitality Standard

Every reservation should:

  • Be accurate.
  • Be complete.
  • Be confirmed promptly.
  • Capture meaningful guest information.
  • Create opportunities for personalised hospitality.
  • Maximise revenue without compromising guest trust.

Reservations are not simply room bookings.

They create the guest profile that powers the entire guest journey.

Guest Identity Standard

The following information is mandatory for every reservation unless genuinely unavailable.

Guest Identity

Every reservation shall include:

✅ First Name

✅ Last Name

✅ Email Address

✅ Mobile Telephone Number

Why the Email Address is Critical

Within the Pure Hospitality operating platform, the guest's email address is considered just as important as their First Name and Last Name.

It becomes the guest's primary digital identity and the key communication channel throughout the guest journey.

The email address enables:

  • Reservation confirmation
  • Pre-arrival communication
  • Online check-in
  • Digital registration
  • Electronic invoices
  • Guest messaging
  • Stay surveys
  • Guest satisfaction follow-up
  • CRM communications
  • Member.ID enrolment
  • Purely Rewards membership
  • Marketing communications (where guest consent has been provided)
  • Future direct bookings
  • Guest recognition across all Pure Hospitality managed properties

Whenever an email address has not been obtained, every reasonable effort should be made to capture it before completing the reservation.

Reservation Details

Every reservation should also include:

  • Arrival Date
  • Departure Date
  • Number of Adults
  • Number of Children
  • Room Type
  • Rate Plan
  • Estimated Arrival Time
  • Payment Guarantee
  • Special Requests
  • Loyalty Membership Number (where applicable)
Reservation Procedure Step 1

Respond promptly.

Step 2

Understand the guest's requirements.

Step 3

Check room availability.

Step 4

Recommend the most suitable accommodation.

Always explain the value of upgraded accommodation where appropriate.

Step 5

Confirm all reservation details with the guest.

Step 6

Obtain an approved payment guarantee.

Step 7

Complete the guest profile.

Ensure all mandatory information has been captured.

Step 8

Record all guest preferences and special requests.

Step 9

Issue the reservation confirmation immediately.

Reservation Quality Checklist

Before confirming the reservation verify:

☐ First Name

☐ Last Name

☑ Email Address

☑ Mobile Number

☑ Arrival Date

☑ Departure Date

☑ Number of Guests

☑ Room Type

☑ Rate

☑ Payment Guarantee

☑ Special Requests

☑ Confirmation Sent

Key Performance Indicators
KPI Target
Telephone answered Within 3 rings
Email response Within 2 business hours
Reservation accuracy 100%
Guest email captured 98%+
Guest mobile captured 98%+
Confirmation issued 100%
Guest profile completed 95%+
Training Video

🎥 FO-002 | Reservations Management

This video demonstrates:

  • Reservation enquiries
  • Creating guest profiles
  • Capturing mandatory information
  • Revenue opportunities
  • Reservation confirmations
  • Best practice communication

Estimated Duration: (To be uploaded)

Related Procedures
  • FO-003 Taking Reservations
  • FO-004 Reservation Amendments
  • FO-005 Reservation Cancellations
  • FO-020 Guest Arrival Preparation
  • FO-021 Guest Check-in
The Pure Hospitality Standard

Every reservation is more than a room booking.

It is the beginning of a relationship.

By capturing complete and accurate guest information—including the guest's email address—we create opportunities to deliver personalised service, build loyalty and strengthen the Pure Hospitality brand across every property we manage.