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How To Carry Out The SOP Key Points

This document provides guidelines for coordination between a hotel's reservations team and sales department. It outlines that corporate and leisure rate structures must be set up jointly and rates can only be honored when signed contracts uploaded by the revenue manager are in place. Any special rates or complimentary bookings require approvals from directors of sales and general manager. It also notes standard response times for reservation requests and complaints should be directed to reservations management. The document aims to coordinate sales, reservations, and contract fulfillment.

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64 views2 pages

How To Carry Out The SOP Key Points

This document provides guidelines for coordination between a hotel's reservations team and sales department. It outlines that corporate and leisure rate structures must be set up jointly and rates can only be honored when signed contracts uploaded by the revenue manager are in place. Any special rates or complimentary bookings require approvals from directors of sales and general manager. It also notes standard response times for reservation requests and complaints should be directed to reservations management. The document aims to coordinate sales, reservations, and contract fulfillment.

Uploaded by

s
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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5.

47 Coordination with Sales

Scope Of SOP:

To provide a basic guideline on the coordination levels between Reservations Team and Sales.

How to carry out the SOP Key Points


Contracts, Refer to How to upload
corporate and leisure
- Corporate / Leisure Rate Structure should be setup along with contracts and allocation.
Revenue Manager. Sales Managers should use the agreed rate
structure only. It is advisable that for all
- All signed contracts to be sent ONLY to the Revenue Manager and signed contracts the
the accounts department. Revenue Manager to upload the contract respective sales manager
on DMS. should apply for credit facility.
- Once the Revenue Manager receives the signed contract then he /
she uploads the rates in the PMS. Corporate / Leisure rates will only Refer to How to handle
be honored when the contracts are signed. complimentary reservations.
- All contracts should have cancellation / no-show policy for all
seasons. Contracts should also include black-out days / Exhibition Refer to How to make a
periods where BAR rates / Supplements will be applicable as per the reservation.
set template.
- For contracted companies all no shows or late cancellations will be
charged as per signed contract. Front Office will be responsible to
raise all No-show / Cancellation charges as advised by Central
Reservations.

- Bookings

- Any booking request for special or discounted rate should be


approved by the Director of Sales and authorized by the Revenue
Manager before entering the Reservation in the PMS.

- All complimentary bookings should be approved by the Director of


Sales and General Manager and then authorized by the Revenue
Manager. The reservations will only be entered on receipt of the
signed complimentary use form.

- All bookings should be forwarded to the reservation email address or


fax number in the Reservations email address. Do not send or forward
emails to individual email id’s as this will not reach the individuals as
they all work on one general email ID.

- Standard reply period for any emails / faxes will be within 24 hours
from receipt of the request.

- No individual reservations will be entered without guest’s name.


- Any reservation related complaints received should be directed to the
Reservations Manager or Asst Reservations Manager.

Communication

Sales when calling the Central Reservations should call on the internal line
number only.

Involvement:

For Reservations Team and Sales personnel.

Involvement: This SOP applies to all Reservation Advisors and Team leaders.

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