Hotel front-desk staff often work with reservations arriving from several channels: direct phone calls, the hotel website, walk-ins and online travel agencies (OTAs). An extranet is a partner-facing portal where an authorised hotel user can review and manage certain listing, inventory or booking details. The exact functions available in OYO and MakeMyTrip partner systems depend on the property agreement, account permissions and current portal version.
This beginner’s guide focuses on the transferable front-desk habits that reduce overbooking, missed guest requests and billing disputes. It is not a substitute for the hotel’s current portal training or partner contract.
What front-desk staff should verify on every reservation
- Guest name and contact details, handled according to privacy policy.
- Arrival and departure dates, number of nights and guest count.
- Room type, occupancy and any special request.
- Booking ID, source channel and current status.
- Rate plan, inclusions, payment/collection arrangement and cancellation terms.
- Whether the reservation is confirmed, modified, cancelled, no-show or still awaiting action.
OYO and MakeMyTrip: understand the channel before editing
Do not assume that all reservations are managed in one identical dashboard. Depending on the property, some actions may be available directly in a partner extranet, while others require a property-management system (PMS), channel manager, support request or an authorised central team. Before making changes, confirm which system is the source of truth for the reservation and inventory.
Step-by-step booking workflow
- Sign in securely. Use your assigned account and approved device. Never share passwords or leave an active session unattended.
- Open the correct property and date range. Confirm you are managing the intended hotel or property, not another location in a group.
- Search by booking reference. Use the reservation ID or the permitted guest search fields. Avoid sharing guest information outside approved channels.
- Review the booking status. Read the dates, room category, occupancy, rate, payment arrangement and cancellation conditions before taking action.
- Check physical and system availability. Confirm that the room can actually be allocated and that the same inventory is not already committed through another channel.
- Process changes only through the correct workflow. Guest-requested amendments, cancellations, refunds and date changes may require portal actions or support confirmation. Record the reference number.
- Update the hotel’s own record. If the property uses a PMS or channel manager, follow the approved sync procedure so front desk, housekeeping and booking channels share consistent information.
- Prepare for arrival. Add permitted arrival notes, flag special requests and make sure the team knows about early arrival, accessibility or other confirmed requirements.
Example: a guest requests a date change
A guest calls to move a booking by one day. The receptionist first checks the original reservation and its change conditions. The receptionist verifies availability and the revised rate, then uses the authorised OTA or support process. The guest should receive confirmation through the proper channel. The receptionist should not simply overwrite a local spreadsheet and assume the OTA reservation has changed.
Preventing overbooking
Overbooking risk increases when availability is updated in several places without a clear process. Use the property’s designated inventory source, understand any channel-manager synchronisation delay, and reconcile room availability after changes. When a portal and the hotel’s PMS disagree, stop and escalate rather than guessing which record is correct.
Handling cancellations, no-shows and payment questions
Read the specific booking’s cancellation policy and payment terms. A prepaid booking, a pay-at-property booking and a partner-collected booking may require different actions. Do not promise an immediate refund unless the policy and system confirm it. For a no-show, follow the property’s written process and the booking channel’s rules; document the action and any support reference.
Privacy and security essentials
- Use guest data only for legitimate reservation and service tasks.
- Do not send identity documents, payment information or guest lists through personal accounts.
- Do not store card details in notes or spreadsheets.
- Log out when leaving the workstation and report suspicious login prompts.
- Confirm a caller’s identity through approved procedures before disclosing or changing reservation details.
Daily front-desk checklist
- Review today’s arrivals, departures, extensions and special requests.
- Compare OTA bookings with the PMS or hotel register.
- Check room availability and out-of-order rooms.
- Review pending amendments, cancellations and support cases.
- Confirm payment/collection notes and flag discrepancies to the supervisor.
- Record shift handover notes without including unnecessary sensitive guest data.
Frequently asked questions
Is an OTA extranet the same as hotel PMS software?
No. An extranet is a partner portal for a specific booking channel or service. A PMS manages property operations such as reservations, room assignment and guest folios; a channel manager may synchronise inventory and rates across channels.
Can a receptionist change any booking?
Only when their permissions and the channel’s rules allow it. Some amendments, refunds or rate changes require manager approval or partner support.
What should I do if the portal and hotel register disagree?
Pause any change that could create a double booking, check the designated source of truth and escalate to the supervisor or authorised channel support.
Key takeaway
Reliable OTA handling depends on accurate reservation checks, controlled updates, inventory reconciliation and clear handovers. Learn the specific OYO and MakeMyTrip partner workflows used by your property, and never treat an unconfirmed edit as a completed change.
Use the official partner portal and current support documentation supplied to your property for platform-specific instructions.
