5.

31 How to record Turn away

Scope Of SOP: Facilitate accurate update of the PMS in accordance with guests’ needs and specifications
for statistical and operational purposes.

How to carry out the SOP Key Points

How to Record Turn away Refer to PMS

The output of any incoming call is monitored through recording a turn away. Choosing the right turn away
It is imperative that each and every call which doesn’t materialize is recorded reason is very important as it
with a turn away reason. affects
our statistics.
Listed below are the reasons for recording a Turn away: It is important to note that
name and contact details of
- BLOCK ~ Group/Allotment is not available the caller as this
- FULL ~ Hotel is sold out serves as a database in
- CAT ~ Room type is not available case
- RATE ~ Rate is not available required.
- PRICE ~ Price is too high
- SHOP ~ Shopper/General inquiry
- LOC ~ Wrong location
- FAC ~ Facilities/ Features are not available
- INFO ~ Information only

All enquiries should be recorded and the best fit reason to be selected for
non-materialized calls. The
tracking of the turn away calls is important for analysis and future reference.

Involvement:

This SOP applies to all Reservation Advisors handling calls.

Involvement: This SOP applies to all Reservation Advisors and Team leaders.