Step 1: Retrieve the Reservation
Pull up the guest’s reservation in the system.
Confirm the guest's name, address, and last 4 digits of the credit card on file.
Step 2: Cancel the Reservation
In the Attn field, enter "Cancelled Per Guest".
In the Status box, input "X" and press ENTER.
A prompt will appear asking for the cancellation reason.
Ask the guest: "Is the cancellation due to Personal, Illness, or Weather?"
Enter 1 for the reason and press ENTER.
Step 3: Provide Confirmation & End the Call
Offer to provide the cancellation confirmation to the guest, which will generate next to the original confirmation number.
Ask if there is anything else you can assist them with.
Politely end the call.