Reconfirm Rooms Section = 10 Oct 2019

Our clients book hotel rooms with us and they have paid good money to stay in these Hotels.
Therefore, we make sure the Hotel has got the booking correctly & so the guests can have a smooth
check in to the Hotel when they arrive & enjoy their full stay.

For this reason, we have a Room Re-Confirm Process as detailed in this document.

The process =

MAP > Customers > Booking Manager > Room Reconfirms

On this page there is a DDL = Order Type with 3 options listed as follows =

Pre-Arrival =
6 days prior to the check in date you will see the orders here
So, every day Click ‘Reconfirm’ which sends
a) a Reconfirm Email to Hotels &
b) Update RS Status to ‘Reconfirm’

These orders will then be listed in the ‘Await Confirm’ section

If there is no Email address, we click Hotel name and ‘Update’ to fetch the email address.
If still not available, then we move the order to ‘Phone Confirms’

Await Confirms =
This lists all orders where we are awaiting replies to the emails sent
We check for emails received 3 times a day & update the notes & RS Status to ‘Closed’
If we do not receive an email within 3 days, then we will move bookings to phone confirmations

Phone Confirmations =
This lists all orders where we need to phone the Hotel for a verbal confirmation.
We should phone the hotels directly & confirm the details as required.
If all is confirmed, then we update the notes & RS Status to ‘Closed’
We should also update email & phone numbers of the Hotels if required.

Special requests =

Late check in: IMPORTANT & you must Always inform Hotel, so they do not release the room.

Early check–in: Do not mention this

Late check-out: Do not mention this

Any Other Special Requests: just inform Hotel so they make a note of it.

Other Notes =

Lastly get the following from the person you are speaking to =
1) Hotel Confirmation Number (HCN) if available
2) The person’s name (Not exact spelling just input what you heard)
3) The hotels email id and update for our future use

If there is any discrepancy in the booking, then click MC & Update the Notes & inform your
manager.
Standard Process =

If Hotel does not have the booking or they have not received the payment from suppliers.
You must email the supplier and then call them to get them to fix it.
Then call the Hotel back and check all is in order and then close the booking
Always update the Booking Notes.

If you cannot reconfirm the booking, then

1) Check that rooms are available as required
2) Lett management know

Basically in phone confirms the we have the email address, but they are wrong and so when you call
Hotels just double check the email address and update our system

Phone Reconfirm Script

Open booking and review the item before phoning.

Hi, my name is XXXXX & I would like to reconfirm my reservation

Can I give you the guest name & Check in date?

Hotel may ask: How was the booking made?

You Say: The Booking was made through ‘Supplier name’

Hotel: What is the email or tele number or last 4 digits of card number on the booking
You Say: I don’t have these details; however, I just want to reconfirm an existing booking & I can give
you the Guest name or Check in date?

If they are not helpful 1st time, then call back after 30 minutes

If they cannot find the reservation, then update the notes & inform your manager

If they find the Reservation, then reconfirm the following items =

Arrival date & Number of nights:
Room Category (If not standard) & bedding (If we have confirmed the bedding)
Board
Occupancy
Then mention any special requests