Hotel Guidelines and Hotel Procedures

HOTEL GUIDELINES AND HOTEL PROCEDURES

Jetliner Express Agent Training Module

1. Introduction to Hotel Reservations

Hotel booking is an important part of travel planning. A hotel reservation provides the traveler with accommodation during their trip and should match the customer's:

• Destination

• Travel dates

• Number of guests

• Budget

• Preferred location

• Room requirements

• Hotel category

• Amenities and facilities

• Cancellation and payment preferences

A Jetliner Express Agent must ensure that the hotel selected and booked is appropriate for the customer's travel requirements.

2. Objectives of the Training

After completing this module, Jetliner Express Agents should be able to:

1. Understand the basic terminology used in hotel reservations.

2. Identify different hotel categories and room types.

3. Gather the correct information from the customer.

4. Search and compare suitable hotel options.

5. Explain hotel rates, inclusions, and policies.

6. Make and confirm hotel reservations correctly.

7. Handle special requests and customer preferences.

8. Explain check-in and check-out procedures.

9. Handle hotel amendments, cancellations, and refunds.

10. Provide proper customer assistance in case of hotel-related issues.

3. Basic Hotel Terminology

Agents should understand common hotel terms used when communicating with customers and suppliers.

Hotel

An establishment that provides accommodation and related services to travelers.

Room

The accommodation assigned to a guest for a specific period.

Check-in

The process of registering the guest and receiving the room upon arrival.

Check-out

The process of completing the stay and leaving the hotel.

Occupancy

The number of guests staying in a room.

Room Only / RO

The rate includes accommodation only. Meals are not included unless specifically stated.

Bed and Breakfast / BB

The room rate includes breakfast.

Half Board / HB

Usually includes breakfast and one additional meal, commonly lunch or dinner.

Full Board / FB

Usually includes breakfast, lunch, and dinner.

All-Inclusive

May include accommodation, meals, selected beverages, and certain activities or services, depending on the property's specific inclusions.

Complimentary / COMPLIMENTARY

A service or item provided without an additional charge, subject to hotel policy.

No-Show

When a guest does not arrive for the reservation and does not cancel according to the applicable policy.

Walk-in Guest

A guest who arrives at the hotel without a prior reservation.

Confirmation Number

A reference number issued for a confirmed hotel reservation.

4. Hotel Categories

Hotels may be categorized according to their facilities, services, location, and official or commercial rating system.

Examples include:

• 1-Star

• 2-Star

• 3-Star

• 4-Star

• 5-Star

• Luxury / Premium Hotels

• Boutique Hotels

• Resorts

• Serviced Apartments

• Budget Hotels

• Hostels

• Villas and Vacation Rentals

Important Agent Guideline

A hotel star rating should not be the only factor when recommending accommodation.

Agents should also consider:

• Location

• Customer reviews

• Room size

• Facilities

• Accessibility

• Transportation

• Breakfast

• Cancellation policy

• Guest requirements

• Overall value

5. Types of Hotel Rooms

Common room types include:

Single Room

Designed primarily for one guest.

Double Room

Usually accommodates two guests and may have one double bed.

Twin Room

Usually accommodates two guests with two separate beds.

Triple Room

Designed for three guests. Bed configuration varies by hotel.

Quadruple Room

Designed for four guests.

Family Room

Designed to accommodate families, subject to the hotel's maximum occupancy.

Suite

Usually consists of a larger accommodation area and may include separate living and sleeping areas.

Connecting Rooms

Two or more rooms connected through an internal door, subject to availability.

Accessible Room

Designed with features intended to accommodate guests with accessibility requirements.

Agent Reminder:
Never assume the bed configuration based only on the room name. Always check the actual room description and hotel policy.

6. Information to Collect Before Booking

Before searching for a hotel, the agent should obtain complete and accurate information.

Required Information

Guest Information

• Guest's complete name

• Number of adults

• Number of children

• Children's ages

• Number of rooms required

Stay Information

• Destination

• Check-in date

• Check-out date

• Number of nights

Room Requirements

• Preferred room type

• Bed preference

• Number of guests per room

• Connecting rooms, if required

• Accessible room, if required

Budget

• Preferred budget per night

• Total accommodation budget

Meal Preference

• Room only

• Breakfast included

• Half board

• Full board

• All-inclusive, if applicable

Special Requirements

• Early check-in

• Late check-out

• Airport transfer

• Honeymoon setup

• Birthday or anniversary arrangement

• Baby cot

• Extra bed

• High-floor room

• Non-smoking room

• Accessibility requirements

7. Hotel Search Procedure

Step 1 – Identify the Destination

Confirm the exact destination and preferred area.

Example:

"May I confirm which area in Dubai you prefer—Downtown, Marina, Deira, or are you open to any convenient location?"

Step 2 – Confirm the Dates

Ask for:

• Check-in date

• Check-out date

• Number of nights

Step 3 – Confirm Occupancy

Determine:

• Number of adults

• Number of children

• Ages of children

• Number of rooms

Step 4 – Determine the Customer's Preferences

Ask about:

• Budget

• Hotel category

• Location

• Breakfast

• Room type

• Bed preference

• Facilities

• Cancellation flexibility

Step 5 – Search Available Hotels

Search for hotels that meet the customer's requirements.

Step 6 – Compare Available Options

Compare:

• Total price

• Price per night

• Room type

• Meal inclusion

• Cancellation policy

• Location

• Taxes and fees

• Hotel facilities

• Guest reviews

• Payment conditions

Step 7 – Present the Options

Whenever possible, provide the customer with clear options rather than simply sending a hotel name and price.

Example:

Option A – Budget

• 3-Star Hotel

• Convenient location

• Breakfast included

• Free cancellation until applicable deadline

Option B – Comfort

• 4-Star Hotel

• Better location

• Breakfast included

• Larger room

Option C – Premium

• 5-Star Hotel

• Premium facilities

• Breakfast included

• Flexible cancellation, if applicable

8. Important Hotel Rate Information

Agents must clearly explain what is and is not included in the quoted rate.

Always verify:

• Room rate

• Number of nights

• Number of guests

• Number of rooms

• Breakfast inclusion

• Taxes

• Service charges

• Tourism/city tax

• Resort fees

• Mandatory hotel charges

• Deposit requirements

• Cancellation conditions

• Payment deadline

Important

Do not tell a customer that a hotel rate is "all-inclusive" unless the booking information specifically confirms what is included.

9. Hotel Taxes and Additional Charges

Some destinations or hotels may impose charges in addition to the advertised room rate.

Examples may include:

• City tax

• Tourism tax

• Resort fee

• Service charge

• Local tax

• Security deposit

• Extra person charge

• Extra bed charge

• Breakfast charge

• Parking fee

Agent Guideline

Always check whether additional charges are:

Included in the quoted price
or
Payable directly at the hotel.

This information should be communicated to the customer before payment whenever possible.

10. Hotel Booking Procedure

Once the customer selects a hotel:

Step 1

Confirm the selected hotel.

Step 2

Confirm:

• Hotel name

• Room type

• Number of rooms

• Number of guests

• Check-in date

• Check-out date

• Number of nights

• Meal plan

• Cancellation policy

Step 3

Verify guest names.

Guest names should be entered correctly according to the required booking format.

Step 4

Review the rate and conditions.

Step 5

Confirm payment requirements.

Step 6

Process the booking.

Step 7

Obtain the hotel confirmation number or booking reference.

Step 8

Review the confirmation carefully.

Step 9

Send the hotel confirmation/voucher to the customer.

Step 10

Record the booking in the appropriate Jetliner Express system or internal records.

11. Hotel Confirmation Checklist

Before sending the confirmation to the customer, the agent should verify:

☐ Correct hotel name
☐ Correct guest name
☐ Correct check-in date
☐ Correct check-out date
☐ Correct number of nights
☐ Correct number of rooms
☐ Correct room type
☐ Correct occupancy
☐ Correct meal plan
☐ Correct booking status
☐ Confirmation number
☐ Cancellation policy
☐ Payment conditions
☐ Taxes and additional charges
☐ Special requests
☐ Hotel address
☐ Hotel contact information

12. Check-In Guidelines for Travelers

Agents should remind travelers about the hotel's check-in requirements.

The customer may be required to present:

• Passport or valid identification

• Hotel booking confirmation

• Credit/debit card or cash deposit, if required

• Additional documentation requested by the hotel

Important

A hotel confirmation does not necessarily mean that all charges at the property are prepaid.

Some hotels may require a:

Security Deposit

This may be held temporarily by the hotel and released according to the hotel's policy after check-out.

Agents should advise customers to check the hotel's specific deposit requirements before arrival.

13. Standard Hotel Check-In Procedure

The typical process is:

1. Guest arrives at the hotel.

2. Guest presents identification.

3. Guest provides the hotel booking confirmation.

4. Hotel verifies the reservation.

5. Hotel collects any applicable deposit or payment.

6. Guest completes registration.

7. Hotel provides room information and key/card.

8. Guest proceeds to the assigned room.

Actual procedures may vary by property.

14. Early Check-In

Early check-in means the guest requests access to the room before the hotel's standard check-in time.

Agent Guideline

Never guarantee early check-in unless the hotel has specifically confirmed it.

The request may be:

• Subject to availability

• Subject to an additional fee

• Available only after a certain time

• Guaranteed only through booking an additional night

Recommended Agent Statement

"We can request an early check-in for you, but please note that it is subject to the hotel's availability and policy unless the hotel confirms it in advance."

15. Late Check-Out

Late check-out means staying beyond the hotel's standard check-out time.

It may be:

• Complimentary

• Subject to availability

• Subject to an additional fee

• Charged as a partial day

• Charged as an additional night

Agents should never promise late check-out without confirmation.

16. Hotel Special Requests

Special requests may include:

• Non-smoking room

• High-floor room

• Twin beds

• Double bed

• Connecting rooms

• Baby cot

• Extra bed

• Anniversary setup

• Birthday arrangement

• Honeymoon arrangement

• Accessible room

• Airport transfer

Important Rule

A request is not the same as a guarantee.

Always explain this distinction to customers.

Example:

"We can add this request to your booking, and we will coordinate it with the hotel. However, the request remains subject to the hotel's availability unless the hotel confirms it as guaranteed."

17. Child Policy

Children's policies vary between hotels.

The hotel may have specific rules regarding:

• Maximum number of children

• Child age limits

• Free accommodation

• Breakfast charges

• Extra beds

• Baby cots

• Maximum room occupancy

Agent Reminder

Always provide the child's exact age when searching or booking if the system requires it.

Never assume that children stay free.

18. Extra Bed and Baby Cot

An extra bed or baby cot may be:

• Complimentary

• Subject to availability

• Subject to an additional fee

• Available only for certain room categories

The agent should confirm the policy before promising the customer.

19. Cancellation Policy

Hotel cancellation policies vary.

Common conditions include:

Free Cancellation

The guest can cancel without a cancellation fee until the specified deadline.

Non-Refundable

The booking generally cannot be cancelled or refunded without applicable exceptions.

Partially Refundable

Cancellation may result in a partial charge.

Cancellation Deadline

Always check the exact:

Date + Time + Time Zone

of the cancellation deadline when available.

Important

Do not tell a customer that a booking is refundable without checking the actual booking conditions.

20. Hotel Amendment Procedure

If a customer requests a change:

Step 1

Identify the booking.

Step 2

Check the hotel's amendment policy.

Step 3

Determine whether the requested change is possible.

Step 4

Check if additional charges apply.

Step 5

Confirm the amendment with the hotel/supplier.

Step 6

Obtain an updated confirmation.

Step 7

Send the revised confirmation to the customer.

Step 8

Update Jetliner Express records.

21. Hotel Cancellation Procedure

When a customer requests cancellation:

1. Retrieve the booking.

2. Check the cancellation deadline.

3. Review the cancellation penalty.

4. Inform the customer of applicable charges.

5. Obtain the required approval/confirmation.

6. Process the cancellation.

7. Obtain cancellation confirmation.

8. Process any eligible refund according to the applicable policy.

9. Update internal records.

10. Inform the customer of the final status.

Important

Never promise a refund until the applicable cancellation and refund conditions have been verified.

22. No-Show Policy

A no-show occurs when a guest fails to arrive for a reservation without cancelling according to the applicable hotel policy.

Depending on the booking terms, the hotel may:

• Charge the first night

• Charge the full booking

• Cancel the remaining nights

• Apply another penalty

Always check the specific reservation terms.

23. Hotel Overbooking

Hotel overbooking can occur when a property has accepted more reservations than the rooms available for a particular date.

If a hotel reports an overbooking situation:

1. Remain calm and professional.

2. Contact the supplier/hotel immediately.

3. Verify the available alternatives.

4. Obtain written confirmation where appropriate.

5. Check whether the replacement hotel is of comparable or suitable standard.

6. Inform the customer clearly.

7. Document the communication and resolution.

Agents should not independently promise compensation or upgrades unless authorized or confirmed by the responsible supplier/hotel.

24. Guest Complaints During Hotel Stay

When a customer reports a hotel problem:

Listen

Allow the customer to explain the situation.

Clarify

Ask for specific details.

Verify

Check the reservation and applicable hotel policies.

Coordinate

Contact the hotel or supplier.

Document

Record the complaint and actions taken.

Follow Up

Ensure that the customer receives an update.

Examples of common complaints:

• Room not ready

• Wrong room type

• Room cleanliness

• Missing amenities

• Air-conditioning issue

• Noise

• Hotel facility unavailable

• Breakfast issue

• Extra charges

• Reservation not found

25. Hotel Voucher

A hotel voucher or confirmation should contain important booking information such as:

• Guest name

• Hotel name

• Hotel address

• Check-in date

• Check-out date

• Number of nights

• Room type

• Number of guests

• Meal plan

• Booking reference

• Confirmation number

• Cancellation conditions

• Special requests

• Supplier information, where applicable

Agents should review the voucher before sending it to the customer.

26. Customer Pre-Arrival Reminder

Before the customer's trip, the agent should remind the traveler to:

• Bring passport/valid identification.

• Keep a copy of the hotel confirmation.

• Check the hotel's check-in time.

• Prepare a payment card or funds for possible deposits.

• Check transportation arrangements.

• Confirm any special requests.

• Review cancellation and hotel policies.

• Contact the hotel or Jetliner Express if assistance is needed.

27. Hotel Booking Quality Standards

Every Jetliner Express Agent should follow these standards:

ACCURACY

Enter guest and booking information correctly.

TRANSPARENCY

Clearly explain inclusions, exclusions, taxes, and policies.

CONFIRMATION

Never assume a booking is confirmed until confirmation has been received.

DOCUMENTATION

Keep complete records of reservations and communications.

COMMUNICATION

Provide customers with timely updates.

PROFESSIONALISM

Remain polite and helpful when handling complaints or changes.

VERIFICATION

Always verify important information before making promises to the customer.

28. Common Agent Mistakes to Avoid

Agents should avoid:

❌ Booking the wrong dates
❌ Entering incorrect guest names
❌ Booking the wrong number of guests
❌ Ignoring children's ages
❌ Assuming breakfast is included
❌ Assuming taxes are included
❌ Promising early check-in without confirmation
❌ Promising late check-out without confirmation
❌ Treating special requests as guaranteed
❌ Failing to explain cancellation conditions
❌ Forgetting hotel deposits
❌ Sending an incorrect hotel voucher
❌ Telling customers a booking is confirmed when it is still pending
❌ Promising refunds without verifying the applicable policy

29. Golden Rules for Hotel Reservations

RULE 1

Verify before you promise.

RULE 2

Read the rate conditions before confirming the booking.

RULE 3

Always check the exact dates and number of nights.

RULE 4

Never assume that a request is guaranteed.

RULE 5

Explain additional charges before the customer pays whenever possible.

RULE 6

Keep complete booking records.

RULE 7

Send the correct confirmation/voucher to the customer.

RULE 8

If you are unsure, verify with the hotel or supplier before giving the customer an answer.

30. Recommended Hotel Booking Workflow

CUSTOMER INQUIRY

↓

Collect Guest & Travel Information

↓

Identify Hotel Requirements

↓

Search Available Hotels

↓

Compare Rates & Conditions

↓

Present Options to Customer

↓

Customer Selects Hotel

↓

Verify Availability & Booking Conditions

↓

Confirm Price & Inclusions

↓

Process Payment / Required Deposit

↓

Complete Reservation

↓

Receive Hotel Confirmation

↓

Verify Booking Details

↓

Send Hotel Voucher / Confirmation

↓

Record Booking Internally

↓

Pre-Arrival Follow-Up

↓

Customer Check-In

↓

Post-Booking Assistance if Required

31. Practical Agent Scenario

Customer:

"I need a hotel in Dubai for 2 adults from October 10 to October 14. We want a 4-star hotel with breakfast and preferably near the metro."

Agent:

The agent should identify:

• Destination: Dubai

• Guests: 2 adults

• Check-in: October 10

• Check-out: October 14

• Nights: 4

• Hotel category: 4-star

• Meal plan: Breakfast

• Location preference: Near metro

The agent should then ask additional questions such as:

"May I also know your preferred budget per night and whether you prefer a refundable booking or you're comfortable with a non-refundable rate if it offers a lower price?"

This allows the agent to provide more suitable hotel options.

32. Final Agent Checklist

Before considering a hotel booking complete, ask yourself:

Did I confirm the customer's dates?

Did I confirm the number of guests?

Did I verify children's ages?

Did I confirm the room type?

Did I verify the meal plan?

Did I explain the cancellation policy?

Did I check additional charges?

Did I explain the hotel's deposit policy if applicable?

Did I verify all special requests?

Did I receive the booking confirmation?

Did I check the confirmation for errors?

Did I send the correct voucher to the customer?

Did I record the booking properly?

If the answer to all applicable questions is YES, the booking is ready for customer use.

JETLINER EXPRESS SERVICE PRINCIPLE

"A good hotel booking is not simply about finding a room. It is about finding the right accommodation, clearly explaining the conditions, accurately completing the reservation, and making sure the traveler knows what to expect."

Jetliner Express — Your Reliable Travel Buddy!