SOP - How To Handle Arrival Checks

Title

How To Handle Arrival Checks

Reference No.:

 002

Status

 Final

Version Date:

 11/10/2024

Check the bookings details for the following day arrivals 

Arrival report to be generated by the assistant manager on VISION one day prior to the arrivals date.

Save backup

Booking request / confirmation to be saved on the A drive.

Location: A:\Rooms\Public\Room Reservations\..Reservations LPO

Details to check & update  

1. Generate the Arrival check report from OPERA / VISION
2. Reconfirming the confirmed booking details are matching with the booking request via TA / the guest.
3. Check guest name (First and last name) updated correctly and same for the accompany guests.
4. Guest salutation (Mr./Mrs.) is updated.
5. Children's names and ages to be updated in the more fields if any. 
6. Guest Country code if provided. 
7. Make sure the check-in / check-out date are matching.
8. Check the correct room type (RTC) matching with the booking request. 
9. Check that Promo code / rate value to match the LPO and rates tallying where applicable.
10. Check meal plan packages any Add on packages match the booking request. 
11. Additionally check that meal plan is applicable throughout the stay or add on required.
12. Check estimated time of arrival is updated if mentioned by the booker / TA. 
13. Check Res-Type, Market segment, Source, Origin and Payment fields are updated in line promo code / rate applied.
14. Check Customer reference matches LPO 
15. Check TA profile attached according to the booking source.
16. Check payment method is updated (VCR/DPT) in line with payment agreement with the hotel per agent 
17. Check cashier comment is updated for a clear payment instruction including meal plan and end date (to TA / DPT or POA) 
18. Routing to Window number 2 in case of 3rd party payment or Window 1 if the payment to be collected from the guest directly. 
19. Check Sharer rooms are created with zero occupancy and zero rate. 
20. Check discounts applied to contracted bookings has picked up on all nights (refresh rates)
21. Check commission status on bookings paid by TA already deducting their commission. 
22. Check amenities are updated, and sources profile linked for all affiliate/Consortia partners (Virtuoso, Amex...Etc)
23. Check VCC amounts to charge match the booking.
24. Check Special celebrations and preferences are updated in fields and traces are updated when requested. 
25. Check Email correspondence saved in A drive for new bookings, cancellation, modifications, transportation or any add-on services or package for accounts review.