5.

24 How to handle Comp Barter Associate Reservations

Scope Of SOP: To facilitate accurate update of the PMS in accordance with guests’ needs and
specifications for statistical and operational purposes.

How to carry out the SOP Key Points

Complimentary Reservation Request: Complimentary requests
should come in from the
A Complimentary Room is a room with a zero rate. In order to make a respective heads for
complimentary reservation, the Complimentary Room Request Form needs to departments.
be submitted with approvals by authorized persons (Person [HOD] requesting
the complimentary room, Revenue Manager and General Manager or in the All Familiarization trips and
absence, the Hotel Manager). production related
complimentary rooms should
Complimentary reservations should be immediately brought to the attention of be authorized by the Director
the Revenue or Reservations Manager. of Sales.
Refer to the Complimentary
The "complimentary room request form" duly signed by proper authority Room Request Form.
should accompany all complimentary room requests. The billing instructions No telephonic reservations
should be marked clearly on the complimentary form. are possible for
complimentary, barter or
Complimentary reservation request received directly from the Chairman’s colleague reservations.
Office; General Manager’s Office may be entertained with prior approval from
the Director of Revenue. However, a complimentary form needs to be followed Refer to the Associate
up by leaving a trace. Discounted Room Rate
Form. For any associate
For accounting purposes, all related correspondences and forms must be room reservations, the
uploaded on the DMS. occupancy at the hotel
should not be more than 80
House Use percent.

A house use room is a room used by the management to stay at the Hotel due
to job related purposes. House use does not require any form to be filled in or
signed and should ideally only be entered into the system on the day of arrival
subject to availability.

House Use reservations should be immediately brought to the attention of the

Revenue or Reservations Manager in conjunction with the Front office
manager on duty.

Room Reservation request against Barter:

Barter reservations are only possible in case of contractual agreement. In no
other case should this be used. Reservations Team Leaders should track all
Barter reservations request against the company contract. There are basically
two types of Barter agreements.

• Against a fixed amount

 Once a Barter request is received the current out standing credit and room
nights entitled should be checked with Accounts. Once verified the reservation
request to be accepted and a reservation to be made at Best available rates.
Accounts to be advised to offset the amount against pending company
balance.

• Against Services
Once a Barter request is received the current out standing credit and room
nights entitled should be checked with Accounts. Once verified the reservation
request to be accepted and a reservation to be made on complimentary basis.
Complimentary form to be filled in and necessary signatures to be obtained.

EHG Associate Room Reservation:

In order to make an Associate Room reservation at the associate rate, the

Associate should send an email from official email address or if we have
received request from personal email company ID must be presented at the
time of check. Incase Associate rates are not available, please check with
Revenue.

EHG Friends Room Reservation:

EHG associates are entitled to use the Emaar Friends and family rate for
booking to their friends or family. In order to make a Friends Room reservation
at the Emaar Corporate rate, the Associate should send an email from official
email address.

Complimentary against voucher :

The complimentary reservations can also be against vouchers. These are

vouchers which may have been distributed at product launches, marketing
campaigns, or given away as prizes for competitions. These vouchers will
specify the details of entitlement like complimentary room, food and beverage
services etc. All vouchers will have a validity within which he services can be
provided. When winners of such vouchers call to avail their complimentary
services, it is essential that the voucher is checked for all important details like
validity, complimentary service included etc. The guests have to send a
scanned copy of their voucher to avail their entitlement. However, the
reservations advisor can assist them with the basic information whether their
service is available for the requested dates. For instance, availability of rooms
etc can be provided without the voucher. After all details have been verified,
the reservation can be made. It is extremely crucial to check all benefits which
are part of the voucher. If a guest has received a complimentary stay in a
Junior Suite, it is important to check if the club benefits are also complimentary
or just the room is complimentary. The guests must be informed that the
original copy must be produced at the time of check in. The original voucher
copy has to be documented by the Front Desk as all complimentary
reservations or services have to be tracked for auditing purposes.

Involvement:
This SOP applies to all Reservations Advisors handling complimentary reservations.

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