5.

22 How to handle multiple reservations with one name or without names

Scope Of SOP: To ensure that all the received emails have been replied in a professional way within the
time limit in order to meet guest satisfaction.

How to carry out the SOP Key Points

It is always recommended to receive guest names upon making the Party option to be chosen for
reservations. However, in case the booker does not have a name of a guest reservations for two rooms
and would like to book a room without giving a name, the following steps and above. Party option is
should be taken: not available when booking is
linked to an allotment block.
The Reservations to be made under the name of “TBA”, or one guest name
to be used for all reservations. Should there be an individual or company
reservation under the same name for two rooms and above, all the
reservations should be connected by the Party option.

The reservation must be guaranteed by the company at the time of making

the booking followed by a trace to follow up on guest names. Reservations
accepted without any guarantee should be approved by the Revenue.

Once the names of the guest are received the PMS should be updated
accordingly. Names for the rooms should be received as soon as possible and
at least one week prior to arrival. We should always avoid taking any
reservations without names within one week of the arrival date.

Exceptions will only be made once approved by the Reservations Revenue.

Involvement:
For all Reservations and Front office personnel handling reservation enquiries

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