RE:

DATE:

Policies and Procedures

Effectivity Date : Jan. 1, 2015

Department : Sales & Marketing
Section : Reservation
Policy No. : SM.R-002

Subject : HANDLING OF INDIVIDUAL AND GROUP RESERVATION

POLICY STATEMENT A:

It is the policy of this operation that all group reservation requests must be referred to the Sales and Marketing Department. The
Account Executive of the Sales & Marketing Department handles group reservation. A reservation is considered group booking if it
consists of ten rooms or more. A travel agent or a corporate account books a group reservation.

PROCEDURES:
1. The Manila Sales Office is given a constant room allocation for the day.
2. The Account Executive will coordinate with the Reservations Officer for available allocated rooms.
3. If allocated rooms are not enough to accommodate group booking, the Account Executive coordinates with the hotel
directly to check if they can still accept additional group bookings.
4. The Account Executive prepares the group reservation form.
5. The hotel’s Reservations Officer inputs it into the computer and assigns a reservation/confirmation number and
reservation team extend an option date to the blocking.
6. The Account Executive will then make a proposal/contract to be signed by the group in-charge or contact person.
7. Upon signing of the contract and receiving required deposit, the Account Executive makes and disseminates a group event
form containing all the detailed requirements of the group if the group does not require a meeting room

POLICY STATEMENT B:

It is the policy of this operation that the Reservation Section of the Sales Department receives and sets-up all FIT and Group bookings.

PROCEDURES:
1) FIT RESERVATIONS
a) For called in bookings, confirmations are given over the phone and a written confirmation is sent within twenty four
(24) hours.
b) The Reservations staff is responsible in gathering the following information from a called-in reservation:
i) Name of guest
ii) Date of arrival and departure
iii) Type of room reserved
iv) Flight details and estimated time of arrival in the hotel
v) Guaranteed or non-guaranteed
c) The Reservations staff should inform the caller about the policy on guaranteed and non-guaranteed reservations.
Furthermore, the Reservations staff should inform the caller about the 6:00PM hold policy of the hotel.
d) All reservations regardless whether it falls during tight or open dates of the hotel MUST BE CONFIRMED IN WRITING
and sent by fax using the RESERVATION CONFIRMATION FORM.
e) All reservations MUST BE GUARANTEED. The Reservations staff should inform the caller that guaranteed reservations
will be applied no-show and cancellation charge.
 RE:
DATE:

f)All confirmed room reservations must be set-up in the computer and assigned a control number on the same day the booking
is received.
g) If the booking is waitlisted, the Reservations staff informs the caller of the waitlist status and the date when she can update
the caller whether the booking can be confirmed or not. The waitlisted booking is then assigned a trace date and kept in the
waitlist file.
h) FIT reservations of travel agencies must be covered with a booking order stipulating the services required. The Reservation
staff stamps the booking order “confirmed” or “waitlisted” and sends it back to the travel agency by fax.
i) Reservations staff should consistently review the FIT and Group Arrival List first thing in the morning on a daily basis and
coordinates with the Front Office on guaranteed and non-guaranteed arrivals.
2) GROUP RESERVATIONS OF TRAVEL AGENCIES
a) All group reservations of travel agencies must be covered with booking orders sent to the Reservations Section. No
confirmation should be given over the phone.
b) Room blockings in the computer are done on the same day the booking order is received. A control number is
logged and assigned for each group.
c) If the group reservation falls during the hotel’s tight room situation period, confirmation must have prior approval from the
Director of Sales (DOS) or Director of Sales & Marketing (DOSM). If the request for booking is disapproved or for
waitlist, the Reservations staff advises the travel agent and sends the booking order back stamped “waitlisted”. The
waitlisted booking is then assigned a trace date and kept in the waitlist file. All group reservations whether confirmed or
waitlisted must be responded to in the
Same day the booking order is received.
d) Local tour operators may request for room blocking on a daily basis for groups. This is called protective blocking. Upon
receipt of this request, the DOS/DOSM and/or General Manager (GM) shall approve specific groups. A confirmation of the
room block is sent by the Sales person for the specific groups that are confirmed. The Reservations staff inputs the
same in the computer.
e) The confirmed arrivals in the protective blocking are then maintained in the group series folder by the Reservations staff.
This folder includes all master schedules of arrivals and protective block following the same travel program by specific
wholesalers. Set-up of each group file is done by the Reservations staff upon receipt of the individual booking orders.
f) The Reservations staff informs the local travel agent in writing the confirmation of space for specific dates/group arrivals.
g) The Director of Sales notes the cancellations and approves or disapproves revisions for additional rooms or extensions of
stays.
h) Revision and cancellation booking orders received by the Reservation staff should be acted upon within 24 hours upon
receipt.
i) Extension of stay called in or advised by local travel agencies directly to the hotelone (1) day before the original departure
date will be extended contract rates provided a booking order is received within the same day.
j) A review of all group bookings for the current and succeeding month must be done every Saturday morning before the
weekly Sales Meeting. This should be attended by the Director of Sales & Marketing, Reservations Supervisor, Front Office
Manager, F&B/Banquet Coordinator.