The Problem
By Charles Tan
Important guest details are not properly communicated to the Front Office, such as:
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Special requests not being passed along
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Airport transfer arrangements not being communicated
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Extra beds not being prepared in advance
Causes
These issues often occur because:
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Reservation staff do not enter guest notes in the PMS (Property Management System)
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There is no clear handover process between the Reservation team and the Front Office
Solutions
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Always record guest requests and notes in the PMS for every reservation
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Send a Daily Arrival Report to the Front Office to ensure all guest requirements are properly prepared in advance
