Filling capacity.
WHAT A RESERVATION SYSTEM MUST DO
Record bookings accurately Prevent double-booking Capture contact details Confirm to the customer Support amendments
WHAT TO AVOID
Paper diaries as the only record Bookings held only by one person
WHY
Loss or absence produces chaos.
WHAT TO CONFIRM
Every booking, in writing.
WHAT TO INCLUDE
Date, time, number of people or nights What was agreed Cancellation terms
WHY CANCELLATION TERMS
They are what allows you to manage no-shows.
WHAT NO-SHOWS COST
Capacity that could have been sold.
WHAT REDUCES THEM
Confirmation shortly before A deposit, for larger bookings Clear terms
WHAT TO DO ABOUT DEPOSITS
Establish when they are required and how they are treated.
WHAT TO ESTABLISH ABOUT OVERBOOKING
Whether you do it, and what happens if everyone arrives.
WHY
It damages relationships severely when handled badly.
WHAT TO DO IF IT HAPPENS
Acknowledge immediately, arrange an alternative, and compensate.
WHAT TO TRACK
Bookings against capacity No-show rate Where bookings come from
WHY SOURCES
It tells you which channels are worth their cost.
WHAT TO DO ABOUT PEAK PERIODS
Manage them deliberately: minimum stays, deposits, advance confirmation.
WHAT TO REVIEW
Whether capacity is being used.
