5.

35 How to handle group booking

Scope Of SOP: To provide a basic guideline on how to handle the group booking

How to carry out the SOP Key Points

Group Inquiries, Report (group created by
Delphi last night) to be
- All Group enquiries should be handled by the MICE department. printed daily and checked
- The MICE Department will handle all groups from inquiry stage until against the group information
the contracting stage and will then hand over the group to the CCS and status in the PMS to
Manager. ensure that all information
- The CCS Manager will handle the group from the contracting stage matches between the PMS
until the group checks out. and Delphi.
- Reservations Team will be responsible for handling the rooming list
data entry once handed over by the CCS Manager.
No verbal information or
Procedures instructions will be accepted
from events mangers related
- The Team Leader will print a report from the PMS and Delphi for to the groups booking
Groups entered on a daily basis to review any new groups which may
have been created by the MICE Manager in Delphi. Group coordinator will not
- In case of any discrepancy between the PMS and Delphi, the Team coordinate directly with the
Leader/Group Coordinator has to contact the MICE Manager handling Company.
the group in order to investigate further.
- Since Delphi will be used for events and conferences, all groups All communications will be
bookings will directly come through Delphi to the PMS hence through the Reservations
Reservations Team Leader should not create a group booking/block internal line only.
directly in the PMS.
- Once the MICE manager sends out the Offer to the client the Group Confirmation numbers could
is entered in Delphi on a Prospect status. At this stage the group is in be provided by the
Delphi however not sent to Opera and the decision date will be as the reservation Group
date expected to complete negotiation. Coordinator should it be
- On sending the group contract the MICE manager will update the requested.
Group status to be tentative, on doing so Delphi will pass the group
into Opera on a tentative basis. The Decision date will now be
changed to the date expected to receive the signed contract and initial
payment.
- After receiving the signed contract the MICE manager will turn the
group to definite which will also update in Opera.
- Group status in Delphi will either be Prospect, Tentative or Definite.
The group status cannot be reversed after the group becomes
Tentative or Definite, except in the case of a cancellation.
- Cut Off Date will always be left as the actual arrival date of the group
to ensure the group allocation does not get released.
- Reservations Team Leader will not change any information (e.g group
status, allotment, cut of date ...etc) without receiving a proper request
through Delphi.
- Reservations Team Leader has to keep track of the decision date, cut
off date, and follow up date.
 - Rooming list has to be delivered to Reservations by the CCS Manager
in an Excel format with Guest full names, Room Type, arrival &
departure dates, flight details in case transportation is required and
any special requests to ensure proper arrangements have been
made.
- After receiving the rooming list the Group Coordinator will enter it in
the PMS within 24 Hours.
- The updated signed contract for each group should be attached in
Delphi by the CCS Manager in charge.
- Should the group have a special rate, a copy of the signed contract
has to be handed over to the Group coordinator in order to create a
unique rate code for this group and the Group Coordinator will attach
the rate in the PMS.
- In case of a deposit received, the CCS Manager will liaise with the
Accounts department in order to post the amount in the group PM;
Team Leader/Group Coordinator should be informed about the same.
- The Group invoice will be completely handled by the CCS Manager.
- In case of any unclear information the Team Leader/Group
Coordinator will contact the CCS manager who will then contact the
company and get back to Team Leader.
- All the cashier comments will be entered by the Group Coordinator as
per the group contract. Routing for the group will also be handled by
the Reservation in coordination with the CCS Manager.
- The CCS Manager will send the Group Resume to all concerned
departments including the daily delegate functions for the group.
- Reservations Team will cross check the part which relates to
Reservations (No of rooms, arrival & departure, rates, cashier
comments, pre & post arrival and departure, room type, VIP code if
any, etc..).
- Reservation Team has to ensure that all the information in the group
BEO tallies with the group contract as well as the PMS (especially
cashier comments) in order to provide smooth check in & check out.
- Reservation Team to ensure that the complimentary policy tallies
between PMS and the group contract.
- After the group checks in, any amendments in the length of stay or
room type etc. should be coordinated by Front Office with the CCS
manager directly.
- CCS Manager should advise the Accounts with the cancellation, no
show and early departure charges for posting additional revenue.
- CCS Manager to provide a Complimentary Booking Form in cases of
complimentary rooms if any and gets the required signatures. The
Complimentary form to be attached along with the group contract.

Involvement:
Reservations Advisor, Reservations team leader , CCS manager , Accounts and Front office

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