RESERVATIONS PROCEDURES AND FUNCTIONS

How to start in Reservations

Each day the following needs to be done: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Follow up on No Show reservations from the day before Reservation traces and resolve Follow up on Waitlisted reservations Follow up on Non Guaranteed reservations Handle all incoming Enquiries/ reservations Complete and respond to emails Complete all CRO bookings received Input all vouchers received Send Confirmations for all private/individual and leisure bookings Complete Checking of Correspondence for required days

1. Follow up on No Shows for the day before

It is important to follow up on all No Show reservations from the previous day to determine the reason for GUEST not arriving. It may be possible that it is an error on the Hotels side and the reservation itself was incorrect. A reason for No show is required prior to determining whether the GUEST/ Company will be charged for that evening. Should the GUEST that No Showed not have a Valid Reason- and you have a guarantee for the booking- you need to confirm with HOD as to whether the agent/company will be charged for the No Show. This needs to be done on or before 10am daily in order to confirm availability for the day. How to Determine No Shows from the previous day. - Check with Night Audit if any No show - In the same vein go to the room in order to bring out the complimentary and place in the DGMs Office You will also receive REG. Cards from the Night Audit with attached message why it was a No show and GUEST called or if it is been moved or cancelled for any reason this is important for follow up.

2. Reservation Traces and Resolve

Traces are reminders that both the Reservations department as well as other departments put into reservation in order to remind us of certain things. EGs: Follow up on Payment Settle direct Bills to Company Company to settle accommodation only and GUEST to settle all extras Reminders to send a Pro- Forma Car Hire follow up to be registered in Medallion with GUEST flight details and Name of the driver that you have contacted. Any special requests the Guest may have that needs to be done prior to arrival

3. Follow Up on Waitlisted Reservations

Reservations may be waitlisted for the following reasons 1. Yielding Purposes 2. Hotel Overbooked Waitlisted reservations to be discussed in Daily Yield meetings

4. Follow up on Non Guaranteed reservations ****NB****

When following up on all Non Guaranteed reservations you need to re confirm all relevant details with the Agent/ Contact as well as following up on the Voucher/ Payment/ credit card details etc. The following needs to be reconfirmed Arrival and departure date Rate Method of Payment and Billing instructions

NON Guaranteed Reservations Day Monday Tuesday Wednesday Thursday Friday To be followed up by Thursday 1pm Friday 1pm Monday 1pm Tuesday 1pm Follow up on all travel agent vouchers and prepayments for the weekend- Sundays in Particular. Weekends to be discussed in Yield meetings dependant on Occupancies. To Do All new Mon/ Tues and WED by 1pm All new Tues/ Wed and THURS by 1pm All new Wed/ Thurs and follow up on reservations for the weekend- Courtesy calls to leisure GUESTS to confirm- and start with MONDAY All new Thurs and MON by 1pm All new Mon and TUES by 1pm

Day Monday Tuesday Wednesday Thursday Friday

5. Handle all incoming Enquiries/ reservations

By using the Wexlers/ Widening the Hourglass Script at all times and using the following to assist - Unique Selling Points per Market Segment - The Hotel Fact Sheet

(Both Attached)

6. Complete and respond to Emails

All Emails need to be read and responded to on a daily basis. All emails are to responded to timorously. Late responses to emails may affect and loss of business and may also affect any decisions that may need to be made. For e.g.: Yielding Decisions.

7. Complete all CRO/ E-Res bookings received

How to enter a CRO/ E-Res Booking 1. Search Reservation and GUEST Surname to ensure booking not previously made 2. Enter the Arrival and Departure Date 3. Enter All relevant Details ensuring all Profiles are 100% Correct (GUEST Profile/ Company Profile/ TA Profile) 4. Ensure Correct Rate Code is linked and rate is correct 5. Ensure Source of Reservation and all relevant booking numbers (E-Res and SXPR if applicable) are entered 6. If Applicable- Enter Contact Person and their Contact number. This is important as the profiles may be for the Head office whereas the Contact may be based in house for example 7. Ensure the Method of Payment is Correct as per Booking sheet or instruction by Agent/ Company/ GUEST- if not stipulated- Place as settle direct until you re confirm with agent/ contact. 8. Depending on the billing instructions, ensure the message is written clearly and correctly as per request. 9. Write down the booking number on any written correspondence you may have.

8. Input all Vouchers/ C/C Auth/ Correspondence/ Guarantee Methods Received

When a Voucher is received please check the following: 1. Arrival and Departure Date 2. Rate 3. Special Services (Smoking / Nonsmoking/ Cost Code Number / Double bed / Late arrival etc) 4. Company Address and Agent Linking 5. Billing Instructions 6. Routing of the Reservation 7. Guests Name and Spelling 8. Number of Pax in room 9. Check more Fields for Vat Registration number for Company 10. If vouchers received for the Day or the next day they need to be entered onto Voucher Check List and the Vouchers need to be authorized

9.

Send Confirmations for all Private/ Individual and Leisure Bookings

Confirmation Letters need to be sent to all Private reservations (Eg: Individual leisure bookings/ individual private company bookings etc) This ensures we have a form of correspondence with the GUESTS as well as, when sent back to us a Guarantee method for the bookings (Guarantee attached to Confirmation letter)

Prepare your confirmation letter using the Standard format in Microsoft Excel.

10. Complete Checking of Correspondence for required days

Checking of Correspondence is necessary in order to ensure that all reservations and information on the System is 100% Correct. It is very important to ensure it is done meticulously as all information needs to be correct before going to Front Office. The Following needs to be checked: 1. Guests Name, Spelling, Title and his profile- should there not be any details on his personal profile and it is a leisure booking- ensure an alert is placed on the reservation for reception to obtain Contact/ postal details on arrival. Check in the GUESTS profiles for any memberships/ special services- go through all the options on the Individual profile to ensure you do not Miss anything. 2. Arrival and Departure Date 3. No of Pax in room 4. Room Type allocated- If any room type has been specified 5. Guarantee method 6. Check the E- Res Number and SXPR Number if applicable 7. Special Services (Smoking / Nonsmoking/ Cost Code Number / Double bed / Late arrival etc) 8. Company Address and Agent Linking 9. Billing Instructions 10. Routing of the Reservation e.g. who to pay what and mode of payment 11. Authorization of the reservation for DIR 12. Check more Fields of agent/ company for Vat Registration number for Company 13. Go through all options of the reservation- such as Traces/ History etc to ensure that everything has been checked and that all relevant info from GUEST history has been noted on the current reservation.

If at any times you may have any questions or queries, PLEASE ASK IN ORDER FOR US TO BRAIN STORM!

Ensure that these Procedures are adhered to at all times

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